{"metadata":{"transaction_key":"deprecated","request_id":"01a07ee6-3c69-7f40-b158-74c7eeec63ff","sha256":"e4fe349a91a9bb89fc378ffa7fe59baf6b546ff06d7959f6cd609058cd54546a","created":"2026-09-08T02:43:35.764Z","duration":827.06396,"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":2667,"output_tokens":86},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2973,"output_tokens":2979},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2973,"output_tokens":252}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. This is Airtel accounts. Hi. Good afternoon. This is Melissa from your Tel accounts. Am I speaking to mister Jimmy Tarnoski? Hi. How are you today? That's great to hear. Jimmy, I'm calling today because we received your support ticket requesting to cancel your services. And since service since service cancellation needs to be processed over the phone, I'm calling to assist you with your request. So thank you so much for taking my call. Before we proceed, could you please confirm your date of birth? Thank you so much. And I understand that you would like to switch to other Internet service provider. Let me just yeah. Based on the history of your account, your actual current speed plan is 500 slash 50, and then the Boost Fiber, which provides speed of 1,001 has not yet been activated, which you are needing. Correct? The 1,000 Mbps? Yeah. I'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference to our site, and we'll do our best to improve this. And thank you so much for being honest with your feedback. And as mentioned by our tech team, they are still working to activate this boost. Actually, they're still currently working to complete this shaping to have this boost applicable to the actual plan that you're having on your account. However, reason why I reached out to you is if you wish to cancel your services, we completely understand and respect your decision. And may I know when you would like to cancel the service or the cancellation to take effect? Okay. One moment, please. September 14. Okay. Got it. September fourteen, Monday. Any specific time that day? Because usually, our tech team is processing all scheduled cancellation during morning. But if our customer has a specific time, just provide to us. Okay. Got it. Thank you. That would be noted. And also, we review your account and can see that your account is locked in for a twelve month contract. So because of this early cancellation, you will be liable for the oh, Mm-mm. I got it. No. Actually, it's not automatic. When you process your checkout or activation order through the website. You will have an option to select your contract, but nothing to worry with this. I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition. We do have the copy of your order receipt wherein you can review it. This is not automatic. Our customer should select and tick in the box for you to proceed with the order and with the payment when you process your activation through our site. Alright? So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under the twelve month contract and your September services, which is $120.95. Now if you would like to cancel the fourteen, you you are not moving out. Right? You're just wanting to explore other ISP? Yeah. I got it. Mm-mm. Yeah. That's brilliant. I I've also seen that one, and it's already been corrected, and I do apologize for that. But I really appreciate your honesty. It's a it's it's a good It's not a good feedback, but it's a good one on our end. In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary. This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end. So I'll make sure that this will be communicated. No. We're operating for almost thirteen years. We are a Internet service provider in Australia, and we have several partner networks. Asides with Supa Networks, we also have a Linham Network, Gigafy, OptiCOM, eight total of eight networks. Mhmm. Yeah. Mhmm. Mhmm. I I got it. Thank you so much for that. We really appreciate it. So if you could go ahead and response to the last instructions sent to you by our tech team, that would be appreciated. In that way, they can go ahead and work and check this on their end. But as this stage, I would love to be out with you. The last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000 slash 1,000. But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed. Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that. And then after two weeks, it's still not get finished, something like that. But the last update that I got from them is they're still working on this to have it completed because it will benefit as well our business and company. So, yeah, that's the thing that I can share to you about this. So we will leave your account as it is. We'll pause your cancellation. Oh, okay. So you're referring with a customer portal wherein you would be able to see your account details and information. Right? Okay. Mm-mm. Mhmm. Okay. Yeah. No worries, Jimmy. I'll take care of this for you. I'll go ahead and send you an email with the updated link, correct link, and the username and password for you to be able to access your account, review your usage, your billing finances, and everything about your account, change any information that you would like to change, like your phone number, email address, etcetera. I'll send you an email in regards with this. Okay? Alright. Mhmm. Mhmm. Oh, yeah. That that's great to hear. And we are committed to provide you the best service that we can and the improvement that we need to improve to all our customers. So, Jimmy, we will go ahead and leave as a T shirt account. And since you you will not proceeding with the cancellation, you'll still be eligible for a three month service, which running from September 4 to October 4. So, technically, your first invoice will be on October 1. Alright? And then, please please don't forget to respond with the last instruction, you got from us. Okay? So they can work things and check that for you. Thank you so much, Jimmy. It's our pleasure to have you with us and for staying with Airtel. You do have a great day. And if you need any assistance or any questions about your billing, just give me a call. Okay? That's my direct phone number. Okay. Thank you so much. Cheers. 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This is Airtel accounts. Hi. Good afternoon. This is Melissa from your Tel accounts.\n\nAm I speaking to mister Jimmy Tarnoski? Hi. How are you today? That's great to hear. Jimmy, I'm calling today because we received your support ticket requesting to cancel your services.\n\nAnd since service since service cancellation needs to be processed over the phone, I'm calling to assist you with your request. So thank you so much for taking my call. Before we proceed, could you please confirm your date of birth? Thank you so much. And I understand that you would like to switch to other Internet service provider.\n\nLet me just yeah. Based on the history of your account, your actual current speed plan is 500 slash 50, and then the Boost Fiber, which provides speed of 1,001 has not yet been activated, which you are needing. Correct? The 1,000 Mbps? Yeah.\n\nI'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference to our site, and we'll do our best to improve this. And thank you so much for being honest with your feedback. And as mentioned by our tech team, they are still working to activate this boost. Actually, they're still currently working to complete this shaping to have this boost applicable to the actual plan that you're having on your account. However, reason why I reached out to you is if you wish to cancel your services, we completely understand and respect your decision.\n\nAnd may I know when you would like to cancel the service or the cancellation to take effect? Okay. One moment, please. September 14. Okay.\n\nGot it. September fourteen, Monday. Any specific time that day? Because usually, our tech team is processing all scheduled cancellation during morning. But if our customer has a specific time, just provide to us.\n\nOkay. Got it. Thank you. That would be noted. And also, we review your account and can see that your account is locked in for a twelve month contract.\n\nSo because of this early cancellation, you will be liable for the oh, Mm-mm. I got it. No. Actually, it's not automatic. When you process your checkout or activation order through the website.\n\nYou will have an option to select your contract, but nothing to worry with this. I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition. We do have the copy of your order receipt wherein you can review it. This is not automatic. Our customer should select and tick in the box for you to proceed with the order and with the payment when you process your activation through our site.\n\nAlright? So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under the twelve month contract and your September services, which is $120.95. Now if you would like to cancel the fourteen, you you are not moving out. Right? You're just wanting to explore other ISP?\n\nYeah. I got it. Mm-mm. Yeah. That's brilliant.\n\nI I've also seen that one, and it's already been corrected, and I do apologize for that. But I really appreciate your honesty. It's a it's it's a good It's not a good feedback, but it's a good one on our end. In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary. This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end.\n\nSo I'll make sure that this will be communicated. No. We're operating for almost thirteen years. We are a Internet service provider in Australia, and we have several partner networks. Asides with Supa Networks, we also have a Linham Network, Gigafy, OptiCOM, eight total of eight networks.\n\nMhmm. Yeah. Mhmm. Mhmm. I I got it.\n\nThank you so much for that. We really appreciate it. So if you could go ahead and response to the last instructions sent to you by our tech team, that would be appreciated. In that way, they can go ahead and work and check this on their end. But as this stage, I would love to be out with you.\n\nThe last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000 slash 1,000. But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed. Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that. And then after two weeks, it's still not get finished, something like that. But the last update that I got from them is they're still working on this to have it completed because it will benefit as well our business and company.\n\nSo, yeah, that's the thing that I can share to you about this. So we will leave your account as it is. We'll pause your cancellation. Oh, okay. So you're referring with a customer portal wherein you would be able to see your account details and information.\n\nRight? Okay. Mm-mm. Mhmm. Okay.\n\nYeah. No worries, Jimmy. I'll take care of this for you. I'll go ahead and send you an email with the updated link, correct link, and the username and password for you to be able to access your account, review your usage, your billing finances, and everything about your account, change any information that you would like to change, like your phone number, email address, etcetera. I'll send you an email in regards with this.\n\nOkay? Alright. Mhmm. Mhmm. Oh, yeah.\n\nThat that's great to hear. And we are committed to provide you the best service that we can and the improvement that we need to improve to all our customers. So, Jimmy, we will go ahead and leave as a T shirt account. And since you you will not proceeding with the cancellation, you'll still be eligible for a three month service, which running from September 4 to October 4. So, technically, your first invoice will be on October 1.\n\nAlright? And then, please please don't forget to respond with the last instruction, you got from us. Okay? So they can work things and check that for you. Thank you so much, Jimmy.\n\nIt's our pleasure to have you with us and for staying with Airtel. You do have a great day. And if you need any assistance or any questions about your billing, just give me a call. Okay? That's my direct phone number.\n\nOkay. Thank you so much. Cheers. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":7.52,"end":7.9199996,"sentiment":"neutral","sentiment_score":0.03932876139879227},{"text":"This is Airtel accounts.","start":7.9199996,"end":9.54,"sentiment":"neutral","sentiment_score":0.04953958187252283},{"text":"Hi.","start":23.115,"end":23.515,"sentiment":"neutral","sentiment_score":0.06990122050046921},{"text":"Good afternoon.","start":23.515,"end":24.255,"sentiment":"neutral","sentiment_score":0.15658549964427948},{"text":"This is Melissa from your Tel accounts.","start":24.474998,"end":26.974998,"sentiment":"neutral","sentiment_score":0.074051134288311}],"sentiment":"neutral","sentiment_score":0.07592781657973925,"num_words":15,"start":7.52,"end":26.974998},{"sentences":[{"text":"Am I speaking to mister Jimmy Tarnoski?","start":27.035,"end":29.615,"sentiment":"neutral","sentiment_score":0.043482279404997826},{"text":"Hi.","start":31.94,"end":32.18,"sentiment":"neutral","sentiment_score":0.12545007467269895},{"text":"How 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needing.","start":71.175,"end":85.01,"sentiment":"neutral","sentiment_score":-0.0022658461372234992},{"text":"Correct?","start":85.01,"end":85.41,"sentiment":"neutral","sentiment_score":0.0035666991025209427},{"text":"The 1,000 Mbps?","start":85.41,"end":86.79,"sentiment":"neutral","sentiment_score":-0.004876495338976383},{"text":"Yeah.","start":104.845,"end":105.345,"sentiment":"neutral","sentiment_score":-0.1761302351951599}],"sentiment":"neutral","sentiment_score":-0.006312830008524047,"num_words":44,"start":68.7,"end":105.345},{"sentences":[{"text":"I'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference to our site, and we'll do our best to improve this.","start":107.485,"end":118.31,"sentiment":"neutral","sentiment_score":-0.12371206499876515},{"text":"And thank you so much for being honest with your feedback.","start":118.31,"end":121.45,"sentiment":"neutral","sentiment_score":0.24756027554923837},{"text":"And as mentioned by our tech team, they are still working to activate this boost.","start":121.51,"end":129.835,"sentiment":"neutral","sentiment_score":0.03136169960101445},{"text":"Actually, they're still currently working to complete this shaping to have this boost applicable to the actual plan that you're having on your account.","start":130.695,"end":139.835,"sentiment":"neutral","sentiment_score":0.019174469615488004},{"text":"However, reason why I reached out to you is if you wish to cancel your services, we completely understand and respect your decision.","start":140.40001,"end":148.90001,"sentiment":"neutral","sentiment_score":-0.11185597936096399}],"sentiment":"neutral","sentiment_score":-0.026480632158032116,"num_words":104,"start":107.485,"end":148.90001},{"sentences":[{"text":"And may I know when you would like to cancel the service or the cancellation to take effect?","start":148.96,"end":154.90001,"sentiment":"neutral","sentiment_score":-0.059437977977924876},{"text":"Okay.","start":165.13501,"end":165.535,"sentiment":"neutral","sentiment_score":0.03988538682460785},{"text":"One moment, please.","start":165.535,"end":166.755,"sentiment":"neutral","sentiment_score":0.03371698409318924},{"text":"September 14.","start":168.015,"end":169.155,"sentiment":"neutral","sentiment_score":0.022350892424583435},{"text":"Okay.","start":170.57,"end":171.07,"sentiment":"neutral","sentiment_score":0.07162901759147644}],"sentiment":"neutral","sentiment_score":-0.032500658482313156,"num_words":25,"start":148.96,"end":171.07},{"sentences":[{"text":"Got it.","start":171.53,"end":172.35,"sentiment":"neutral","sentiment_score":0.09971161559224129},{"text":"September fourteen, Monday.","start":172.41,"end":175.23,"sentiment":"neutral","sentiment_score":0.04607286428411802},{"text":"Any specific time that day?","start":175.53,"end":179.05,"sentiment":"neutral","sentiment_score":0.03209901489317417},{"text":"Because usually, our tech team is processing all scheduled cancellation during morning.","start":179.05,"end":185.85,"sentiment":"neutral","sentiment_score":-0.014394379841784636},{"text":"But if our customer has a specific time, just provide to us.","start":185.85,"end":190.485,"sentiment":"neutral","sentiment_score":0.05531818171342214}],"sentiment":"neutral","sentiment_score":0.029094780028304634,"num_words":34,"start":171.53,"end":190.485},{"sentences":[{"text":"Okay.","start":190.945,"end":191.425,"sentiment":"neutral","sentiment_score":0.07377941906452179},{"text":"Got it.","start":191.425,"end":191.905,"sentiment":"neutral","sentiment_score":0.15131284296512604},{"text":"Thank you.","start":191.905,"end":192.30501,"sentiment":"positive","sentiment_score":0.40169376134872437},{"text":"That would be noted.","start":192.30501,"end":193.445,"sentiment":"neutral","sentiment_score":0.15467999503016472},{"text":"And also, we review your account and can see that your account is locked in for a twelve month contract.","start":193.74501,"end":199.925,"sentiment":"neutral","sentiment_score":-0.04662712663412094}],"sentiment":"neutral","sentiment_score":0.029861037073464228,"num_words":29,"start":190.945,"end":199.925},{"sentences":[{"text":"So because of this early cancellation, you will be liable for the oh, Mm-mm.","start":200.31,"end":217.915,"sentiment":"negative","sentiment_score":-0.3371559663542679},{"text":"I got it.","start":249.245,"end":250.065,"sentiment":"neutral","sentiment_score":-0.10168069849411647},{"text":"No.","start":255.565,"end":255.885,"sentiment":"neutral","sentiment_score":-0.07205657660961151},{"text":"Actually, it's not automatic.","start":255.885,"end":257.185,"sentiment":"neutral","sentiment_score":-0.08555283956229687},{"text":"When you process your checkout or activation order through the website.","start":257.325,"end":262.12,"sentiment":"neutral","sentiment_score":-0.008632911030541767}],"sentiment":"neutral","sentiment_score":-0.1677107751708139,"num_words":33,"start":200.31,"end":262.12},{"sentences":[{"text":"You will have an option to select your contract, but nothing to worry with this.","start":262.18,"end":267.30002,"sentiment":"neutral","sentiment_score":0.09613316183288892},{"text":"I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition.","start":267.30002,"end":275.67502,"sentiment":"neutral","sentiment_score":0.18103047660910165},{"text":"We do have the copy of your order receipt wherein you can review it.","start":275.815,"end":280.635,"sentiment":"neutral","sentiment_score":0.11442280081765992},{"text":"This is not automatic.","start":281.255,"end":282.39502,"sentiment":"neutral","sentiment_score":-0.03607367351651192},{"text":"Our customer should select and tick in the box for you to proceed with the order and with the payment when you process your activation through our site.","start":282.695,"end":292.96,"sentiment":"neutral","sentiment_score":0.0123368769085833}],"sentiment":"neutral","sentiment_score":0.09140053896725862,"num_words":87,"start":262.18,"end":292.96},{"sentences":[{"text":"Alright?","start":293.97998,"end":294.47998,"sentiment":"neutral","sentiment_score":0.0935470014810562},{"text":"So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under the twelve month contract and your September services, which is $120.95.","start":294.78,"end":313.82498,"sentiment":"neutral","sentiment_score":0.014007667177601865},{"text":"Now if you would like to cancel the fourteen, you you are not moving out.","start":313.82498,"end":319.59998,"sentiment":"neutral","sentiment_score":-0.0933823462575674},{"text":"Right?","start":319.59998,"end":320.09998,"sentiment":"neutral","sentiment_score":-0.033486507833004},{"text":"You're just wanting to explore other ISP?","start":320.15997,"end":323.13998,"sentiment":"neutral","sentiment_score":-0.03867435508540699}],"sentiment":"neutral","sentiment_score":-0.01740490053329737,"num_words":62,"start":293.97998,"end":323.13998},{"sentences":[{"text":"Yeah.","start":325.03998,"end":325.53998,"sentiment":"neutral","sentiment_score":-0.012092522345483305},{"text":"I got it.","start":325.75998,"end":326.65997,"sentiment":"neutral","sentiment_score":-0.11146430671215057},{"text":"Mm-mm.","start":345.46,"end":345.96,"sentiment":"neutral","sentiment_score":-0.032047729939222336},{"text":"Yeah.","start":382.315,"end":382.815,"sentiment":"neutral","sentiment_score":0.07091351598501205},{"text":"That's brilliant.","start":383.51498,"end":384.395,"sentiment":"positive","sentiment_score":0.4661230444908142}],"sentiment":"neutral","sentiment_score":0.07807830406818539,"num_words":8,"start":325.03998,"end":384.395},{"sentences":[{"text":"I I've also seen that one, and it's already been corrected, and I do apologize for that.","start":384.395,"end":390.095,"sentiment":"neutral","sentiment_score":0.13623498424011118},{"text":"But I really appreciate your honesty.","start":390.475,"end":393.275,"sentiment":"positive","sentiment_score":0.4041488915681839},{"text":"It's a it's it's a good It's not a good feedback, but it's a good one on our end.","start":393.275,"end":399.04,"sentiment":"neutral","sentiment_score":0.2590108090325406},{"text":"In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary.","start":399.04,"end":409.14,"sentiment":"neutral","sentiment_score":0.26967116904065563},{"text":"This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end.","start":410.08502,"end":425.16,"sentiment":"positive","sentiment_score":0.718415972164699}],"sentiment":"positive","sentiment_score":0.4046901350285715,"num_words":104,"start":384.395,"end":425.16},{"sentences":[{"text":"So I'll make sure that this will be communicated.","start":425.24,"end":428.86002,"sentiment":"neutral","sentiment_score":0.13238924824529225},{"text":"No.","start":442.915,"end":443.23502,"sentiment":"neutral","sentiment_score":-0.026547251269221302},{"text":"We're operating for almost thirteen years.","start":443.23502,"end":447.17502,"sentiment":"neutral","sentiment_score":-0.003207989347477754},{"text":"We are a Internet service provider in Australia, and we have several partner networks.","start":447.635,"end":454.74,"sentiment":"neutral","sentiment_score":0.027745987687792097},{"text":"Asides with Supa Networks, we also have a Linham Network, Gigafy, OptiCOM, eight total of eight networks.","start":454.88,"end":464.97998,"sentiment":"neutral","sentiment_score":0.04350299026597949}],"sentiment":"neutral","sentiment_score":0.04837665338306985,"num_words":47,"start":425.24,"end":464.97998},{"sentences":[{"text":"Mhmm.","start":474.535,"end":475.035,"sentiment":"neutral","sentiment_score":0.02105201780796051},{"text":"Yeah.","start":491.72,"end":492.22,"sentiment":"neutral","sentiment_score":0.03647283464670181},{"text":"Mhmm.","start":518.42,"end":518.92,"sentiment":"neutral","sentiment_score":0.01632251963019371},{"text":"Mhmm.","start":561.54504,"end":562.04504,"sentiment":"neutral","sentiment_score":0.2977742850780487},{"text":"I I got it.","start":564.31,"end":565.26996,"sentiment":"neutral","sentiment_score":0.09649261645972729}],"sentiment":"neutral","sentiment_score":0.09469901537522674,"num_words":8,"start":474.535,"end":565.26996},{"sentences":[{"text":"Thank you so much for that.","start":565.26996,"end":566.94995,"sentiment":"positive","sentiment_score":0.790789266427358},{"text":"We really appreciate it.","start":566.94995,"end":568.14996,"sentiment":"positive","sentiment_score":0.8200919926166534},{"text":"So if you could go ahead and response to the last instructions sent to you by our tech team, that would be appreciated.","start":568.14996,"end":576.32996,"sentiment":"neutral","sentiment_score":0.25244808132233826},{"text":"In that way, they can go ahead and work and check this on their end.","start":576.47,"end":580.925,"sentiment":"neutral","sentiment_score":0.15789960275093715},{"text":"But as this stage, I would love to be out with you.","start":581.22504,"end":585.085,"sentiment":"neutral","sentiment_score":0.31493805597225827}],"sentiment":"neutral","sentiment_score":0.332986002539595,"num_words":60,"start":565.26996,"end":585.085},{"sentences":[{"text":"The last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000 slash 1,000.","start":585.865,"end":599.67004,"sentiment":"neutral","sentiment_score":0.07884407821776611},{"text":"But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed.","start":600.29004,"end":615.685,"sentiment":"neutral","sentiment_score":-0.21177699507491007},{"text":"Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that.","start":615.985,"end":622.72003,"sentiment":"neutral","sentiment_score":-0.15038620006470454},{"text":"And then after two weeks, it's still not get finished, something like that.","start":622.72003,"end":626.58,"sentiment":"neutral","sentiment_score":-0.20694458828522608},{"text":"But the last update that I got from them is they're still working on this to have it completed because it will benefit as well our business and company.","start":626.64,"end":639.085,"sentiment":"neutral","sentiment_score":0.16016020510217238}],"sentiment":"neutral","sentiment_score":-0.05337389475607779,"num_words":128,"start":585.865,"end":639.085},{"sentences":[{"text":"So, yeah, that's the thing that I can share to you about this.","start":639.22504,"end":642.985,"sentiment":"neutral","sentiment_score":0.15679187098374733},{"text":"So we will leave your account as it is.","start":642.985,"end":646.65,"sentiment":"neutral","sentiment_score":0.07750733486480182},{"text":"We'll pause your cancellation.","start":647.61005,"end":648.91003,"sentiment":"neutral","sentiment_score":0.012017184868454933},{"text":"Oh, okay.","start":678.70996,"end":679.26996,"sentiment":"neutral","sentiment_score":0.001592826098203659},{"text":"So you're referring with a customer portal wherein you would be able to see your account details and information.","start":679.26996,"end":687.61,"sentiment":"neutral","sentiment_score":0.025345002252020334}],"sentiment":"neutral","sentiment_score":0.06954616534107542,"num_words":47,"start":639.22504,"end":687.61},{"sentences":[{"text":"Right?","start":687.82996,"end":688.32996,"sentiment":"neutral","sentiment_score":0.0021875593811273575},{"text":"Okay.","start":689.945,"end":690.445,"sentiment":"neutral","sentiment_score":-0.02125506103038788},{"text":"Mm-mm.","start":699.225,"end":699.725,"sentiment":"neutral","sentiment_score":-0.04808809235692024},{"text":"Mhmm.","start":701.705,"end":702.205,"sentiment":"neutral","sentiment_score":-0.05329589173197746},{"text":"Okay.","start":704.38,"end":704.88,"sentiment":"neutral","sentiment_score":-0.04758596047759056}],"sentiment":"neutral","sentiment_score":-0.033607489243149755,"num_words":5,"start":687.82996,"end":704.88},{"sentences":[{"text":"Yeah.","start":707.18,"end":707.5,"sentiment":"neutral","sentiment_score":0.04353082552552223},{"text":"No worries, Jimmy.","start":707.5,"end":708.45996,"sentiment":"neutral","sentiment_score":0.12124767154455185},{"text":"I'll take care of this for you.","start":708.45996,"end":710.38,"sentiment":"neutral","sentiment_score":0.3169465320450919},{"text":"I'll go ahead and send you an email with the updated link, correct link, and the username and password for you to be able to access your account, review your usage, your billing finances, and everything about your account, change any information that you would like to change, like your phone number, email address, etcetera.","start":710.38,"end":729.51495,"sentiment":"neutral","sentiment_score":0.20230592773719266},{"text":"I'll send you an email in regards with this.","start":729.65497,"end":731.815,"sentiment":"neutral","sentiment_score":0.10351288318634033}],"sentiment":"neutral","sentiment_score":0.19579122051596642,"num_words":75,"start":707.18,"end":731.815},{"sentences":[{"text":"Okay?","start":731.815,"end":732.27,"sentiment":"neutral","sentiment_score":0.06696151196956635},{"text":"Alright.","start":734.03,"end":734.53,"sentiment":"neutral","sentiment_score":0.056442998349666595},{"text":"Mhmm.","start":738.03,"end":738.53,"sentiment":"neutral","sentiment_score":-0.08140557259321213},{"text":"Mhmm.","start":755.705,"end":756.205,"sentiment":"neutral","sentiment_score":-0.008254033513367176},{"text":"Oh, yeah.","start":761.61,"end":763.45,"sentiment":"neutral","sentiment_score":0.2565672844648361}],"sentiment":"neutral","sentiment_score":0.09114657885705431,"num_words":6,"start":731.815,"end":763.45},{"sentences":[{"text":"That that's great to hear.","start":763.45,"end":764.64996,"sentiment":"positive","sentiment_score":0.5536512851715087},{"text":"And we are committed to provide you the best service that we can and the improvement that we need to improve to all our customers.","start":764.64996,"end":772.19,"sentiment":"positive","sentiment_score":0.4740993082523346},{"text":"So, Jimmy, we will go ahead and leave as a T shirt account.","start":772.64996,"end":776.49,"sentiment":"neutral","sentiment_score":0.2044773938564154},{"text":"And since you you will not proceeding with the cancellation, you'll still be eligible for a three month service, which running from September 4 to October 4.","start":776.49,"end":789.66504,"sentiment":"neutral","sentiment_score":0.15831975859624367},{"text":"So, technically, your first invoice will be on October 1.","start":789.66504,"end":794.43005,"sentiment":"neutral","sentiment_score":0.10475021004676818}],"sentiment":"neutral","sentiment_score":0.2825135104358196,"num_words":80,"start":763.45,"end":794.43005},{"sentences":[{"text":"Alright?","start":794.43,"end":794.93,"sentiment":"neutral","sentiment_score":0.09230001270771028},{"text":"And then, please please don't forget to respond with the last instruction, you got from us.","start":795.94995,"end":802.91,"sentiment":"neutral","sentiment_score":0.11504333047196269},{"text":"Okay?","start":802.91,"end":803.38995,"sentiment":"neutral","sentiment_score":0.14317025244235992},{"text":"So they can work things and check that for you.","start":803.38995,"end":805.94995,"sentiment":"neutral","sentiment_score":0.25050298422574996},{"text":"Thank you so much, Jimmy.","start":805.94995,"end":807.41,"sentiment":"positive","sentiment_score":0.5550905704498291}],"sentiment":"neutral","sentiment_score":0.22292867415782178,"num_words":33,"start":794.43,"end":807.41},{"sentences":[{"text":"It's our pleasure to have you with us and for staying with Airtel.","start":807.95496,"end":812.77496,"sentiment":"positive","sentiment_score":0.8164793390494126},{"text":"You do have a great day.","start":813.235,"end":814.675,"sentiment":"positive","sentiment_score":0.8753698865572611},{"text":"And if you need any assistance or any questions about your billing, just give me a call.","start":814.675,"end":819.635,"sentiment":"neutral","sentiment_score":0.2862299759598339},{"text":"Okay?","start":819.635,"end":820.115,"sentiment":"neutral","sentiment_score":0.11426372081041336},{"text":"That's my direct phone number.","start":820.115,"end":821.815,"sentiment":"neutral","sentiment_score":0.12581049650907516}],"sentiment":"positive","sentiment_score":0.511325631468069,"num_words":42,"start":807.95496,"end":821.815},{"sentences":[{"text":"Okay.","start":822.435,"end":822.935,"sentiment":"neutral","sentiment_score":0.22049108147621155},{"text":"Thank you so much.","start":823.15894,"end":824.279,"sentiment":"positive","sentiment_score":0.6849368959665298},{"text":"Cheers.","start":824.279,"end":824.779,"sentiment":"positive","sentiment_score":0.5973386168479919},{"text":"Bye.","start":824.839,"end":825.339,"sentiment":"positive","sentiment_score":0.34458956122398376}],"sentiment":"positive","sentiment_score":0.5574524062020438,"num_words":7,"start":822.435,"end":825.339}]}}]},{"alternatives":[{"transcript":"Hi. If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello? Yep. I'm good. Thank you. Yep. 02/28/2000. Yeah. Like, within the month. It's not so much needing it. It's just, like, price difference. And to be honest with you, your service per, like, website, etcetera, is a bit sketch. Like, it's a massive red flag. Like, the portal is very counterintuitive. There's mistakes all through it. It's not very professional. So it just got me a bit worried. So Like a yeah. Yeah. So probably week Monday next week, we could probably do. The fourteenth. Yep. Morning should be fine. I never signed sorry. Sorry. I never signed a twelve month contract. That shouldn't be a thing. I think that'd been automatically applied to my account when you guys have switched your thing Because when I originally applied, my service was incorrect and my speeds were incorrect, etcetera, and I never applied for a twelve month contract. I always do month to month. I never signed anything or whatever. It was yeah. I I saw the contract in there yesterday as well, and I don't remember any visualization of a twelve month contract within my thing. But I should still be able to break it if there is thirty days notice given. So if I need to wait out that thirty days, so be it. But, yeah, I don't remember applying for any twelve month contract. I think that's been automatically applied to my account. Yeah. Well, when I processed my checkout, it was Yep. No worries, Sean. Yep. No. No. I'm just, yeah, I'm just after the speed through yeah. It's just a lot of red flags with the the portal. Like, I've I've had realistically no issues except you guys have, like, internal node routing issues, I've noticed, when it comes to, like, applications and ping on applications, etcetera. But, like, otherwise, I've had no issues personally. It's just yeah. The the main thing is the portal, etcetera, raises a lot of concerns because it's a bit all over the place at the moment. I assume there's stuff going on. But, like, you guys have a plan in there. I don't know if you've noticed, but in the portal where you go to order a plan, you have a plan in there for, like, $31,000 or something for, like, weird speeds. So there's, yeah, just tons of mistakes. There's also tons of mistakes throughout the contract. It says sing instead of signed. You know? Yeah. It's just a lot of red flags. I'm sure you guys are all great people. Are you guys are you guys more new, like, a more newer, like, provider, or or are you guys just going through, like, an uplift stage? Yeah. I have a I'm not look. I'm not opposed to not canceling. I just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example. But, look, I'm not opposed to not canceling if it's like a kind of an area where you guys are just going through, like, a transition of providing better services. But, yeah, I just would prefer to get an ETA on the the 1,000 by 1,000 and an ETA on the node issues. I can give an example. I can reply to the ticket with a node issue example, but it's mostly with applications. The ping is not true to what the speed test says. So, for example, a speed test will say I have 30 ping, but if I'm within an application that, like, for example, a voice application like Teams or Discord or any of those, it's saying as if I have 300 plus ping, which is usually an indication of a node issue, a node routing issue at the ISP end. So I can I can I'm more than happy to give some example? I'm more than happy to stick it out if those changes are going to come in effect soon. Yep. Yep. Yes. Yeah. I understand. Yep. Yep. I'll I'll reply when I'm when I'm done from work, I will reply to whatever's been sent. Yeah. I would have replied already, but they obviously missed that work. But that's that's fine. As for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal. That new portal, I assume, is going to be the new back end for user accounts going forward. Yeah. Yeah. I can see I can see my account details and information now, but it's the port, like I don't know. It was saying I was locked out of somewhere. I I think I was trying to log in to the old portal, and it was saying that I was locked from it. And then, yeah, it was just a bit of a mess, but that's fine. And that's what got me kinda sketched out. Yeah. Alright. No worries. Alright. Yeah. Sorry sorry about it if it was a bit aggressive. I do apologize. But, yeah, it's just kinda threw me off guard that these things were like because I didn't get really any information that things were changing, and it just looked a bit sketch. And especially when there was, like, typos and everywhere and so forth, it's like, well, like, what's going on here? But, otherwise, I've had I I guess, in terms of functionality, I haven't had any downtime, so that's always good. Oh, yeah. Yep. Okay. No worries. Alright. Thank you very much. Thank you. No worries. Alright. Thank you. Bye. 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If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello?\n\nYep. I'm good. Thank you. Yep. 02/28/2000.\n\nYeah. Like, within the month. It's not so much needing it. It's just, like, price difference. And to be honest with you, your service per, like, website, etcetera, is a bit sketch.\n\nLike, it's a massive red flag. Like, the portal is very counterintuitive. There's mistakes all through it. It's not very professional. So it just got me a bit worried.\n\nSo Like a yeah. Yeah. So probably week Monday next week, we could probably do. The fourteenth. Yep.\n\nMorning should be fine. I never signed sorry. Sorry. I never signed a twelve month contract. That shouldn't be a thing.\n\nI think that'd been automatically applied to my account when you guys have switched your thing Because when I originally applied, my service was incorrect and my speeds were incorrect, etcetera, and I never applied for a twelve month contract. I always do month to month. I never signed anything or whatever. It was yeah. I I saw the contract in there yesterday as well, and I don't remember any visualization of a twelve month contract within my thing.\n\nBut I should still be able to break it if there is thirty days notice given. So if I need to wait out that thirty days, so be it. But, yeah, I don't remember applying for any twelve month contract. I think that's been automatically applied to my account. Yeah.\n\nWell, when I processed my checkout, it was Yep. No worries, Sean. Yep. No. No.\n\nI'm just, yeah, I'm just after the speed through yeah. It's just a lot of red flags with the the portal. Like, I've I've had realistically no issues except you guys have, like, internal node routing issues, I've noticed, when it comes to, like, applications and ping on applications, etcetera. But, like, otherwise, I've had no issues personally. It's just yeah.\n\nThe the main thing is the portal, etcetera, raises a lot of concerns because it's a bit all over the place at the moment. I assume there's stuff going on. But, like, you guys have a plan in there. I don't know if you've noticed, but in the portal where you go to order a plan, you have a plan in there for, like, $31,000 or something for, like, weird speeds. So there's, yeah, just tons of mistakes.\n\nThere's also tons of mistakes throughout the contract. It says sing instead of signed. You know? Yeah. It's just a lot of red flags.\n\nI'm sure you guys are all great people. Are you guys are you guys more new, like, a more newer, like, provider, or or are you guys just going through, like, an uplift stage? Yeah. I have a I'm not look. I'm not opposed to not canceling.\n\nI just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example. But, look, I'm not opposed to not canceling if it's like a kind of an area where you guys are just going through, like, a transition of providing better services. But, yeah, I just would prefer to get an ETA on the the 1,000 by 1,000 and an ETA on the node issues. I can give an example. I can reply to the ticket with a node issue example, but it's mostly with applications.\n\nThe ping is not true to what the speed test says. So, for example, a speed test will say I have 30 ping, but if I'm within an application that, like, for example, a voice application like Teams or Discord or any of those, it's saying as if I have 300 plus ping, which is usually an indication of a node issue, a node routing issue at the ISP end. So I can I can I'm more than happy to give some example? I'm more than happy to stick it out if those changes are going to come in effect soon. Yep.\n\nYep. Yes. Yeah. I understand. Yep.\n\nYep. I'll I'll reply when I'm when I'm done from work, I will reply to whatever's been sent. Yeah. I would have replied already, but they obviously missed that work. But that's that's fine.\n\nAs for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal. That new portal, I assume, is going to be the new back end for user accounts going forward. Yeah. Yeah. I can see I can see my account details and information now, but it's the port, like I don't know.\n\nIt was saying I was locked out of somewhere. I I think I was trying to log in to the old portal, and it was saying that I was locked from it. And then, yeah, it was just a bit of a mess, but that's fine. And that's what got me kinda sketched out. Yeah.\n\nAlright. No worries. Alright. Yeah. Sorry sorry about it if it was a bit aggressive.\n\nI do apologize. But, yeah, it's just kinda threw me off guard that these things were like because I didn't get really any information that things were changing, and it just looked a bit sketch. And especially when there was, like, typos and everywhere and so forth, it's like, well, like, what's going on here? But, otherwise, I've had I I guess, in terms of functionality, I haven't had any downtime, so that's always good. Oh, yeah.\n\nYep. Okay. No worries. Alright. Thank you very much.\n\nThank you. No worries. Alright. Thank you. Bye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.88,"sentiment":"neutral","sentiment_score":0.031970202922821045},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.88,"end":5.38,"sentiment":"neutral","sentiment_score":0.020021401171106845},{"text":"Thanks.","start":16.095001,"end":16.595001,"sentiment":"positive","sentiment_score":0.3397088646888733},{"text":"Please stay on the line.","start":16.975,"end":18.675,"sentiment":"neutral","sentiment_score":0.16389842331409454},{"text":"Hello?","start":21.215,"end":21.715,"sentiment":"neutral","sentiment_score":0.05127507075667381}],"sentiment":"neutral","sentiment_score":0.06511619473652293,"num_words":24,"start":0.39999998,"end":21.715},{"sentences":[{"text":"Yep.","start":30.66,"end":31.16,"sentiment":"neutral","sentiment_score":0.05152660608291626},{"text":"I'm good.","start":33.94,"end":34.26,"sentiment":"positive","sentiment_score":0.4022313058376312},{"text":"Thank you.","start":34.26,"end":35.0,"sentiment":"positive","sentiment_score":0.5800593793392181},{"text":"Yep.","start":43.355,"end":43.855,"sentiment":"neutral","sentiment_score":0.0032624080777168274},{"text":"02/28/2000.","start":57.46,"end":59.24,"sentiment":"neutral","sentiment_score":0.009679287672042848}],"sentiment":"neutral","sentiment_score":0.28986423888376783,"num_words":7,"start":30.66,"end":59.24},{"sentences":[{"text":"Yeah.","start":68.42,"end":68.9,"sentiment":"neutral","sentiment_score":0.005862303078174591},{"text":"Like, within the month.","start":68.9,"end":70.12,"sentiment":"neutral","sentiment_score":-0.004030365031212569},{"text":"It's not so much needing it.","start":87.82,"end":89.1,"sentiment":"neutral","sentiment_score":-0.2738494922717412},{"text":"It's just, like, price difference.","start":89.1,"end":90.54,"sentiment":"neutral","sentiment_score":-0.2968508780002594},{"text":"And to be honest with you, your service per, like, website, etcetera, is a bit sketch.","start":90.54,"end":95.82,"sentiment":"negative","sentiment_score":-0.3803414050489664}],"sentiment":"neutral","sentiment_score":-0.28822103067068383,"num_words":32,"start":68.42,"end":95.82},{"sentences":[{"text":"Like, it's a massive red flag.","start":95.82,"end":97.42,"sentiment":"negative","sentiment_score":-0.5171238332986832},{"text":"Like, the portal is very counterintuitive.","start":97.42,"end":100.355,"sentiment":"negative","sentiment_score":-0.4967455764611562},{"text":"There's mistakes all through it.","start":100.65501,"end":102.095,"sentiment":"negative","sentiment_score":-0.4510586678981781},{"text":"It's not very professional.","start":102.095,"end":103.235,"sentiment":"negative","sentiment_score":-0.5202741250395775},{"text":"So it just got me a bit worried.","start":103.455,"end":106.095,"sentiment":"neutral","sentiment_score":-0.27324370108544827}],"sentiment":"negative","sentiment_score":-0.4346743416169594,"num_words":29,"start":95.82,"end":106.095},{"sentences":[{"text":"So Like a yeah.","start":106.095,"end":117.04,"sentiment":"neutral","sentiment_score":-0.1020244313403964},{"text":"Yeah.","start":156.81,"end":157.13,"sentiment":"neutral","sentiment_score":0.004379762336611748},{"text":"So probably week Monday next week, we could probably do.","start":157.13,"end":164.45499,"sentiment":"neutral","sentiment_score":0.02547559402883053},{"text":"The fourteenth.","start":165.635,"end":166.375,"sentiment":"neutral","sentiment_score":0.03303217701613903},{"text":"Yep.","start":170.11499,"end":170.61499,"sentiment":"neutral","sentiment_score":0.06298115849494934}],"sentiment":"neutral","sentiment_score":-0.001106472789413399,"num_words":18,"start":106.095,"end":170.61499},{"sentences":[{"text":"Morning should be fine.","start":188.95499,"end":190.17499,"sentiment":"neutral","sentiment_score":0.13148301094770432},{"text":"I never signed sorry.","start":204.8,"end":205.92,"sentiment":"negative","sentiment_score":-0.3414458632469177},{"text":"Sorry.","start":205.92,"end":206.24,"sentiment":"neutral","sentiment_score":-0.1701216846704483},{"text":"I never signed a twelve month contract.","start":206.24,"end":208.16,"sentiment":"neutral","sentiment_score":-0.21434130200317927},{"text":"That shouldn't be a thing.","start":208.16,"end":209.12001,"sentiment":"neutral","sentiment_score":-0.15310938358306886}],"sentiment":"neutral","sentiment_score":-0.15599567265737624,"num_words":21,"start":188.95499,"end":209.12001},{"sentences":[{"text":"I think that'd been automatically applied to my account when you guys have switched your thing Because when I originally applied, my service was incorrect and my speeds were incorrect, etcetera, and I never applied for a twelve month contract.","start":209.12001,"end":224.015,"sentiment":"neutral","sentiment_score":-0.17061006569419987},{"text":"I always do month to month.","start":224.015,"end":225.47499,"sentiment":"neutral","sentiment_score":-0.1130323310693105},{"text":"I never signed anything or whatever.","start":226.17499,"end":228.19499,"sentiment":"neutral","sentiment_score":-0.1854043702284495},{"text":"It was yeah.","start":229.62001,"end":230.98001,"sentiment":"neutral","sentiment_score":-0.07131653899947803},{"text":"I I saw the contract in there yesterday as well, and I don't remember any visualization of a twelve month contract within my thing.","start":230.98001,"end":240.2,"sentiment":"neutral","sentiment_score":-0.04895452596247196}],"sentiment":"neutral","sentiment_score":-0.12663140602091538,"num_words":79,"start":209.12001,"end":240.2},{"sentences":[{"text":"But I should still be able to break it if there is thirty days notice given.","start":240.5,"end":245.005,"sentiment":"neutral","sentiment_score":-0.040323369204998016},{"text":"So if I need to wait out that thirty days, so be it.","start":245.005,"end":248.225,"sentiment":"neutral","sentiment_score":-0.07949672725338203},{"text":"But, yeah, I don't remember applying for any twelve month contract.","start":248.925,"end":252.445,"sentiment":"neutral","sentiment_score":-0.06372020325877449},{"text":"I think that's been automatically applied to my account.","start":252.445,"end":254.945,"sentiment":"neutral","sentiment_score":0.00830857621298896},{"text":"Yeah.","start":261.04,"end":261.28,"sentiment":"neutral","sentiment_score":0.022046523168683052}],"sentiment":"neutral","sentiment_score":-0.045654597766697405,"num_words":50,"start":240.5,"end":261.28},{"sentences":[{"text":"Well, when I processed my checkout, it was Yep.","start":261.28,"end":281.63498,"sentiment":"neutral","sentiment_score":0.07814680536588033},{"text":"No worries, Sean.","start":292.53,"end":294.07,"sentiment":"neutral","sentiment_score":0.14237616211175919},{"text":"Yep.","start":306.985,"end":307.485,"sentiment":"neutral","sentiment_score":0.010682481341063976},{"text":"No.","start":321.31,"end":321.55,"sentiment":"neutral","sentiment_score":-0.06137467920780182},{"text":"No.","start":321.55,"end":321.79,"sentiment":"neutral","sentiment_score":-0.05485887825489044}],"sentiment":"neutral","sentiment_score":0.06832657723377149,"num_words":15,"start":261.28,"end":321.79},{"sentences":[{"text":"I'm just, yeah, I'm just after the speed through yeah.","start":321.79,"end":325.55,"sentiment":"neutral","sentiment_score":-0.025786672625690697},{"text":"It's just a lot of red flags with the the portal.","start":325.55,"end":328.48502,"sentiment":"neutral","sentiment_score":-0.2250127402896231},{"text":"Like, I've I've had realistically no issues except you guys have, like, internal node routing issues, I've noticed, when it comes to, like, applications and ping on applications, etcetera.","start":328.48502,"end":340.105,"sentiment":"neutral","sentiment_score":-0.13830199349543143},{"text":"But, like, otherwise, I've had no issues personally.","start":340.965,"end":344.27002,"sentiment":"neutral","sentiment_score":-0.0925327967852354},{"text":"It's just yeah.","start":344.65,"end":345.79,"sentiment":"neutral","sentiment_score":-0.10568123559157054}],"sentiment":"neutral","sentiment_score":-0.12788640593224374,"num_words":61,"start":321.79,"end":345.79},{"sentences":[{"text":"The the main thing is the portal, etcetera, raises a lot of concerns because it's a bit all over the place at the moment.","start":345.93002,"end":353.85,"sentiment":"neutral","sentiment_score":-0.21928551699966192},{"text":"I assume there's stuff going on.","start":353.85,"end":355.71002,"sentiment":"neutral","sentiment_score":-0.18264943857987723},{"text":"But, like, you guys have a plan in there.","start":356.49002,"end":358.43,"sentiment":"neutral","sentiment_score":-0.09428123881419499},{"text":"I don't know if you've noticed, but in the portal where you go to order a plan, you have a plan in there for, like, $31,000 or something for, like, weird speeds.","start":358.455,"end":369.835,"sentiment":"neutral","sentiment_score":-0.11798885825555772},{"text":"So there's, yeah, just tons of mistakes.","start":369.895,"end":371.835,"sentiment":"neutral","sentiment_score":-0.29232001091752735}],"sentiment":"neutral","sentiment_score":-0.1670405606333262,"num_words":78,"start":345.93002,"end":371.835},{"sentences":[{"text":"There's also tons of mistakes throughout the contract.","start":372.69,"end":375.11002,"sentiment":"neutral","sentiment_score":-0.2616667374968529},{"text":"It says sing instead of signed.","start":375.49,"end":377.43,"sentiment":"neutral","sentiment_score":-0.20500685274600983},{"text":"You know?","start":377.49,"end":378.07,"sentiment":"neutral","sentiment_score":-0.1535574197769165},{"text":"Yeah.","start":379.89,"end":380.13,"sentiment":"neutral","sentiment_score":-0.17458999156951904},{"text":"It's just a lot of red flags.","start":380.13,"end":381.67,"sentiment":"neutral","sentiment_score":-0.2922887567962919}],"sentiment":"neutral","sentiment_score":-0.2437958810478449,"num_words":24,"start":372.69,"end":381.67},{"sentences":[{"text":"I'm sure you guys are all great people.","start":396.185,"end":398.205,"sentiment":"neutral","sentiment_score":0.11761554703116417},{"text":"Are you guys are you guys more new, like, a more newer, like, provider, or or are you guys just going through, like, an uplift stage?","start":427.91498,"end":439.75,"sentiment":"neutral","sentiment_score":0.02251426549628377},{"text":"Yeah.","start":448.07498,"end":448.57498,"sentiment":"neutral","sentiment_score":0.021700333803892136},{"text":"I have a I'm not look.","start":459.57,"end":467.59,"sentiment":"neutral","sentiment_score":-0.007557977611819903},{"text":"I'm not opposed to not canceling.","start":471.73,"end":473.43,"sentiment":"neutral","sentiment_score":-0.06053478938216964}],"sentiment":"neutral","sentiment_score":0.024243383212609493,"num_words":47,"start":396.185,"end":473.43},{"sentences":[{"text":"I just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example.","start":474.505,"end":491.62997,"sentiment":"neutral","sentiment_score":0.02826355839067179},{"text":"But, look, I'm not opposed to not canceling if it's like a kind of an area where you guys are just going through, like, a transition of providing better services.","start":492.97,"end":503.52502,"sentiment":"neutral","sentiment_score":0.004861545190215111},{"text":"But, yeah, I just would prefer to get an ETA on the the 1,000 by 1,000 and an ETA on the node issues.","start":506.225,"end":517.54004,"sentiment":"neutral","sentiment_score":0.02108452938821005},{"text":"I can give an example.","start":518.56006,"end":519.92004,"sentiment":"neutral","sentiment_score":0.024931132420897485},{"text":"I can reply to the ticket with a node issue example, but it's mostly with applications.","start":519.92004,"end":525.30005,"sentiment":"neutral","sentiment_score":0.03311814068729291}],"sentiment":"neutral","sentiment_score":0.021545501089228005,"num_words":120,"start":474.505,"end":525.30005},{"sentences":[{"text":"The ping is not true to what the speed test says.","start":526.16003,"end":531.28503,"sentiment":"neutral","sentiment_score":-0.05036967010660605},{"text":"So, for example, a speed test will say I have 30 ping, but if I'm within an application that, like, for example, a voice application like Teams or Discord or any of those, it's saying as if I have 300 plus ping, which is usually an indication of a node issue, a node routing issue at the ISP end.","start":531.34503,"end":554.66003,"sentiment":"neutral","sentiment_score":-0.005190219264477491},{"text":"So I can I can I'm more than happy to give some example?","start":556.405,"end":558.765,"sentiment":"neutral","sentiment_score":0.26705154318075913},{"text":"I'm more than happy to stick it out if those changes are going to come in effect 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understand.","start":627.33,"end":627.91,"sentiment":"neutral","sentiment_score":-0.0035633761435747147},{"text":"Yep.","start":640.925,"end":641.425,"sentiment":"neutral","sentiment_score":0.15643101930618286}],"sentiment":"neutral","sentiment_score":0.051935107136766114,"num_words":6,"start":581.36005,"end":641.425},{"sentences":[{"text":"Yep.","start":647.08496,"end":647.58496,"sentiment":"neutral","sentiment_score":0.04739179462194443},{"text":"I'll I'll reply when I'm when I'm done from work, I will reply to whatever's been sent.","start":647.645,"end":652.925,"sentiment":"neutral","sentiment_score":0.020422278629506335},{"text":"Yeah.","start":652.925,"end":653.08496,"sentiment":"neutral","sentiment_score":0.01763802394270897},{"text":"I would have replied already, but they obviously missed that work.","start":653.08496,"end":655.985,"sentiment":"neutral","sentiment_score":-0.08918556672605601},{"text":"But that's that's fine.","start":657.24,"end":658.62,"sentiment":"neutral","sentiment_score":0.0264001889154315}],"sentiment":"neutral","sentiment_score":-0.013624468325253795,"num_words":34,"start":647.08496,"end":658.62},{"sentences":[{"text":"As for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal.","start":659.07996,"end":669.57996,"sentiment":"neutral","sentiment_score":-0.08108781222757455},{"text":"That new portal, I assume, is going to be the new back end for user accounts going forward.","start":670.10504,"end":677.245,"sentiment":"neutral","sentiment_score":0.008327812163366212},{"text":"Yeah.","start":688.58997,"end":688.82996,"sentiment":"neutral","sentiment_score":-0.0061387429013848305},{"text":"Yeah.","start":688.82996,"end":689.06995,"sentiment":"neutral","sentiment_score":-0.00929624680429697},{"text":"I can see I can see my account details and information now, but it's the port, like I don't know.","start":689.06995,"end":696.43,"sentiment":"neutral","sentiment_score":-0.06123090544715524}],"sentiment":"neutral","sentiment_score":-0.05312209781985004,"num_words":77,"start":659.07996,"end":696.43},{"sentences":[{"text":"It was saying I was locked out of somewhere.","start":696.43,"end":698.29,"sentiment":"neutral","sentiment_score":-0.17730043414566252},{"text":"I I think I was trying to log in to the old portal, and it was saying that I was locked from it.","start":698.535,"end":703.65497,"sentiment":"neutral","sentiment_score":-0.10534922373683556},{"text":"And then, yeah, it was just a bit of a mess, but that's fine.","start":703.65497,"end":706.855,"sentiment":"neutral","sentiment_score":-0.08966163981572858},{"text":"And that's what got me kinda sketched out.","start":707.175,"end":709.27496,"sentiment":"neutral","sentiment_score":0.0961908153258264},{"text":"Yeah.","start":716.87,"end":717.37,"sentiment":"neutral","sentiment_score":0.2171236276626587}],"sentiment":"neutral","sentiment_score":-0.07795179746198383,"num_words":55,"start":696.43,"end":717.37},{"sentences":[{"text":"Alright.","start":732.555,"end":733.035,"sentiment":"neutral","sentiment_score":0.08319766819477081},{"text":"No worries.","start":733.035,"end":733.675,"sentiment":"neutral","sentiment_score":0.07868727296590805},{"text":"Alright.","start":733.675,"end":734.175,"sentiment":"neutral","sentiment_score":0.07872274518013},{"text":"Yeah.","start":734.235,"end":734.63495,"sentiment":"neutral","sentiment_score":-0.011377006769180298},{"text":"Sorry sorry about it if it was a bit aggressive.","start":734.63495,"end":736.89496,"sentiment":"neutral","sentiment_score":-0.21472034454345704}],"sentiment":"neutral","sentiment_score":-0.12261903285980225,"num_words":15,"start":732.555,"end":736.89496},{"sentences":[{"text":"I do apologize.","start":737.915,"end":738.735,"sentiment":"neutral","sentiment_score":-0.1365766574939092},{"text":"But, yeah, it's just kinda threw me off guard that these things were like because I didn't get really any information that things were changing, and it just looked a bit sketch.","start":739.115,"end":749.70996,"sentiment":"neutral","sentiment_score":-0.244356895564124},{"text":"And especially when there was, like, typos and everywhere and so forth, it's like, well, like, what's going on here?","start":749.70996,"end":755.295,"sentiment":"neutral","sentiment_score":-0.1366198867559433},{"text":"But, otherwise, I've had I I guess, in terms of functionality, I haven't had any downtime, so that's always good.","start":755.535,"end":762.27496,"sentiment":"neutral","sentiment_score":0.014101055613718928},{"text":"Oh, yeah.","start":763.375,"end":764.035,"sentiment":"neutral","sentiment_score":0.3174040913581848}],"sentiment":"neutral","sentiment_score":-0.130450897021582,"num_words":77,"start":737.915,"end":764.035},{"sentences":[{"text":"Yep.","start":776.99,"end":777.49,"sentiment":"neutral","sentiment_score":0.156484454870224},{"text":"Okay.","start":795.32,"end":795.82,"sentiment":"neutral","sentiment_score":0.07287634909152985},{"text":"No worries.","start":795.96,"end":796.52,"sentiment":"neutral","sentiment_score":0.03132493142038584},{"text":"Alright.","start":796.52,"end":797.02,"sentiment":"neutral","sentiment_score":0.09438638389110564},{"text":"Thank you very much.","start":806.2,"end":807.34,"sentiment":"positive","sentiment_score":0.7186825275421143}],"sentiment":"positive","sentiment_score":0.3623474623180098,"num_words":9,"start":776.99,"end":807.34},{"sentences":[{"text":"Thank you.","start":807.96,"end":808.77997,"sentiment":"neutral","sentiment_score":0.3193121701478958},{"text":"No worries.","start":820.76495,"end":821.345,"sentiment":"neutral","sentiment_score":0.08388926461338997},{"text":"Alright.","start":822.20496,"end":822.52496,"sentiment":"neutral","sentiment_score":0.14857405424118042},{"text":"Thank you.","start":822.52496,"end":823.345,"sentiment":"positive","sentiment_score":0.7408412992954254},{"text":"Bye.","start":823.485,"end":823.985,"sentiment":"positive","sentiment_score":0.512489914894104}],"sentiment":"positive","sentiment_score":0.36864367965608835,"num_words":8,"start":807.96,"end":823.985},{"sentences":[{"text":"Bye.","start":825.81885,"end":826.31885,"sentiment":"neutral","sentiment_score":-0.12133213132619858}],"sentiment":"neutral","sentiment_score":-0.12133213132619858,"num_words":1,"start":825.81885,"end":826.31885}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Hi. This is Airtel accounts.\n\nChannel 1: Thanks. Please stay on the line. Hello?\n\nChannel 0: Hi. Good afternoon. This is Melissa from your Tel accounts. Am I speaking to mister Jimmy Tarnoski?\n\nChannel 1: Yep.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: I'm good. Thank you.\n\nChannel 0: That's great to hear. Jimmy, I'm calling today because we received your support ticket requesting to cancel your services. And\n\nChannel 1: Yep.\n\nChannel 0: since service since service cancellation needs to be processed over the phone, I'm calling to assist you with your request. So thank you so much for taking my call. Before we proceed, could you please confirm your date of birth?\n\nChannel 1: 02/28/2000.\n\nChannel 0: Thank you so much. And I understand that you would like to switch to other Internet service provider.\n\nChannel 1: Yeah.\n\nChannel 0: Let me\n\nChannel 1: Like,\n\nChannel 0: just\n\nChannel 1: within the month.\n\nChannel 0: yeah. Based on the history of your account, your actual current speed plan is 500 slash 50, and then the Boost Fiber, which provides speed of 1,001 has not yet been activated, which you are needing. Correct? The 1,000 Mbps?\n\nChannel 1: It's not so much needing it. It's just, like, price difference. And to be honest with you, your service per, like, website, etcetera, is a bit sketch. Like, it's a massive red flag. Like, the portal is very counterintuitive.\n\nThere's mistakes all through it. It's not very professional. So it\n\nChannel 0: Yeah.\n\nChannel 1: just got me a bit worried. So\n\nChannel 0: I'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference\n\nChannel 1: Like\n\nChannel 0: to our site, and we'll do our best\n\nChannel 1: a\n\nChannel 0: to\n\nChannel 1: yeah.\n\nChannel 0: improve this. And thank you so much for being honest with your feedback. And as mentioned by our tech team, they are still working to activate this boost. Actually, they're still currently working to complete this shaping to have this boost applicable to the actual plan that you're having on your account. However, reason why I reached out to you is if you wish to cancel your services, we completely understand and respect your decision.\n\nAnd may I know when you would like to cancel the service or the cancellation to take effect?\n\nChannel 1: Yeah. So probably week Monday next week, we could probably do.\n\nChannel 0: Okay. One\n\nChannel 1: The\n\nChannel 0: moment,\n\nChannel 1: fourteenth.\n\nChannel 0: please. September 14.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Got it. September fourteen, Monday. Any specific time that day? Because usually, our tech team is processing all scheduled cancellation during morning.\n\nBut if our customer has a specific time,\n\nChannel 1: Morning\n\nChannel 0: just\n\nChannel 1: should\n\nChannel 0: provide\n\nChannel 1: be fine.\n\nChannel 0: to us. Okay. Got it. Thank you. That would be noted.\n\nAnd also, we review your account and can see that your account is locked in for a twelve month contract. So because of this early cancellation, you will be liable\n\nChannel 1: I never signed\n\nChannel 0: for the\n\nChannel 1: sorry. Sorry. I never signed a twelve month contract. That shouldn't be a thing. I think that'd been automatically applied to my account when you guys have switched your thing Because\n\nChannel 0: oh,\n\nChannel 1: when I originally applied,\n\nChannel 0: Mm-mm.\n\nChannel 1: my service was incorrect and my speeds were incorrect, etcetera, and I never applied for a twelve month contract. I always do month to month. I never signed anything or whatever. It was yeah. I I saw the contract in there yesterday as well, and I don't remember any visualization of a twelve month contract within my thing.\n\nBut I should still be able to break it if there is thirty days notice given. So if I need to wait out that thirty days, so be it. But, yeah,\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: got\n\nChannel 1: don't\n\nChannel 0: it.\n\nChannel 1: remember applying for any twelve month contract. I think that's been automatically applied to my account.\n\nChannel 0: No. Actually, it's not automatic. When you process your checkout or activation order\n\nChannel 1: Yeah.\n\nChannel 0: through\n\nChannel 1: Well,\n\nChannel 0: the\n\nChannel 1: when\n\nChannel 0: website.\n\nChannel 1: I processed\n\nChannel 0: You will\n\nChannel 1: my checkout,\n\nChannel 0: have an option\n\nChannel 1: it was\n\nChannel 0: to select your contract, but nothing to worry with this. I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition. We do have the copy of your order receipt wherein you can review it.\n\nChannel 1: Yep.\n\nChannel 0: This is not automatic. Our customer should select and tick in the box for you to proceed with the order and with the payment when you process your activation through our site.\n\nChannel 1: No worries, Sean.\n\nChannel 0: Alright? So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under\n\nChannel 1: Yep.\n\nChannel 0: the twelve month contract and your September services, which is $120.95. Now if you would like to cancel the fourteen, you you are not moving out. Right? You're just wanting\n\nChannel 1: No.\n\nChannel 0: to explore\n\nChannel 1: No. I'm just,\n\nChannel 0: other\n\nChannel 1: yeah, I'm\n\nChannel 0: ISP?\n\nChannel 1: just after the speed through\n\nChannel 0: Yeah.\n\nChannel 1: yeah. It's just\n\nChannel 0: I got\n\nChannel 1: a lot\n\nChannel 0: it.\n\nChannel 1: of red flags with the the portal. Like, I've I've had realistically no issues except you guys have, like, internal node routing issues, I've noticed, when it comes to, like, applications and ping on applications, etcetera. But, like, otherwise, I've had no issues personally. It's just yeah.\n\nChannel 0: Mm-mm.\n\nChannel 1: The the main thing is the portal, etcetera, raises a lot of concerns because it's a bit all over the place at the moment. I assume there's stuff going on. But, like, you guys have a plan in there. I don't know if you've noticed, but in the portal where you go to order a plan, you have a plan in there for, like, $31,000 or something for, like, weird speeds. So there's, yeah, just tons of mistakes.\n\nThere's also tons of mistakes throughout the contract. It says sing instead of signed. You know? Yeah. It's just a lot of red flags.\n\nChannel 0: Yeah. That's brilliant. I I've also seen that one, and it's already been corrected, and I do apologize for that. But I really appreciate your honesty. It's a it's it's a good It's\n\nChannel 1: I'm\n\nChannel 0: not a\n\nChannel 1: sure\n\nChannel 0: good\n\nChannel 1: you guys\n\nChannel 0: feedback,\n\nChannel 1: are all\n\nChannel 0: but it's\n\nChannel 1: great\n\nChannel 0: a good\n\nChannel 1: people.\n\nChannel 0: one on our end. In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary. This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end. So I'll make sure that this will be\n\nChannel 1: Are you guys\n\nChannel 0: communicated.\n\nChannel 1: are you guys more new, like, a more newer, like, provider, or or are you guys just going through, like, an uplift stage?\n\nChannel 0: No. We're operating for almost thirteen years. We are\n\nChannel 1: Yeah.\n\nChannel 0: a Internet service provider in Australia, and we have several partner networks. Asides with Supa Networks, we also have a Linham Network,\n\nChannel 1: I\n\nChannel 0: Gigafy, OptiCOM, eight total of eight networks.\n\nChannel 1: have a I'm not look. I'm not opposed to not canceling. I\n\nChannel 0: Mhmm.\n\nChannel 1: just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example.\n\nChannel 0: Yeah.\n\nChannel 1: But, look, I'm not opposed to not canceling if it's like a kind of an area where you guys are just going through, like, a transition of providing better services. But, yeah, I just would prefer to get an ETA on the the 1,000 by 1,000 and an ETA on the node issues.\n\nChannel 0: Mhmm.\n\nChannel 1: I can give an example. I can reply to the ticket with a node issue example, but it's mostly with applications. The ping is not true to what the speed test says. So, for example, a speed test will say I have 30 ping, but if I'm within an application that, like, for example, a voice application like Teams or Discord or any of those, it's saying as if I have 300 plus ping, which is usually an indication of a node issue, a node routing issue at the ISP end. So I can I can I'm more than happy to give some example?\n\nI'm more than happy to stick it out if those changes\n\nChannel 0: Mhmm.\n\nChannel 1: are going to come in effect soon.\n\nChannel 0: I I got it. Thank you so much for that. We really appreciate it. So if you could go ahead and response to the last instructions sent to you by our tech team, that would\n\nChannel 1: Yep.\n\nChannel 0: be appreciated. In that way, they can go ahead and work and check this on their end. But\n\nChannel 1: Yep.\n\nChannel 0: as this stage, I would love to be out with you. The last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000\n\nChannel 1: Yes.\n\nChannel 0: slash 1,000. But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed. Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that. And then after two weeks, it's still not get finished, something like that. But the\n\nChannel 1: Yeah. I\n\nChannel 0: last\n\nChannel 1: understand.\n\nChannel 0: update that I got from them is they're still working on this to have it completed because it will benefit as well our business and company. So, yeah, that's the\n\nChannel 1: Yep.\n\nChannel 0: thing that I can share to you about this. So we will leave your account as it is.\n\nChannel 1: Yep.\n\nChannel 0: We'll\n\nChannel 1: I'll\n\nChannel 0: pause\n\nChannel 1: I'll reply\n\nChannel 0: your cancellation.\n\nChannel 1: when I'm when I'm done from work, I will reply to whatever's been sent. Yeah. I would have replied already, but they obviously missed that work. But that's that's fine. As for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal.\n\nThat new portal, I assume, is going to be the new back end for user accounts going forward.\n\nChannel 0: Oh, okay. So you're referring with a customer portal wherein you would be able to see your account details and information. Right?\n\nChannel 1: Yeah. Yeah. I can see I\n\nChannel 0: Okay.\n\nChannel 1: can see my account details and information now, but it's the port, like I don't know. It was saying I was locked out of somewhere. I I think I\n\nChannel 0: Mm-mm.\n\nChannel 1: was trying to log in to the old portal,\n\nChannel 0: Mhmm.\n\nChannel 1: and it was saying that I was locked from it. And then, yeah,\n\nChannel 0: Okay.\n\nChannel 1: it was just a bit of a mess, but that's fine. And\n\nChannel 0: Yeah.\n\nChannel 1: that's what\n\nChannel 0: No\n\nChannel 1: got\n\nChannel 0: worries,\n\nChannel 1: me kinda\n\nChannel 0: Jimmy.\n\nChannel 1: sketched\n\nChannel 0: I'll\n\nChannel 1: out.\n\nChannel 0: take care of this for you. I'll go ahead and send you an email with the updated link, correct link, and the username and password for you to be\n\nChannel 1: Yeah.\n\nChannel 0: able to access your account, review your usage, your billing finances, and everything about your account, change any information that you would like to change, like your phone number, email address, etcetera. I'll send you an email in regards with this. Okay?\n\nChannel 1: Alright. No worries. Alright.\n\nChannel 0: Alright.\n\nChannel 1: Yeah. Sorry sorry about it if it was a bit aggressive. I\n\nChannel 0: Mhmm.\n\nChannel 1: do apologize. But, yeah, it's just kinda threw me off guard that these things were like because I didn't get really any information that things were changing, and it just looked a bit sketch. And especially when there was, like, typos and everywhere and so forth, it's like, well, like, what's going on here? But, otherwise,\n\nChannel 0: Mhmm.\n\nChannel 1: I've had I I guess, in terms of functionality, I haven't had any downtime, so that's always\n\nChannel 0: Oh,\n\nChannel 1: good.\n\nChannel 0: yeah.\n\nChannel 1: Oh,\n\nChannel 0: That\n\nChannel 1: yeah.\n\nChannel 0: that's great to hear. And we are committed to provide you the best service that we can and the improvement that we need to improve to all our customers. So, Jimmy, we will go ahead and leave as a T shirt account. And since\n\nChannel 1: Yep.\n\nChannel 0: you you will not proceeding with the cancellation, you'll still be eligible for a three month service, which running from September 4 to October 4. So, technically, your first invoice will be on October 1. Alright?\n\nChannel 1: Okay.\n\nChannel 0: And\n\nChannel 1: No\n\nChannel 0: then,\n\nChannel 1: worries. Alright.\n\nChannel 0: please please don't forget to respond with the last instruction, you got from us. Okay? So they can work things and check that for you. Thank you\n\nChannel 1: Thank\n\nChannel 0: so\n\nChannel 1: you\n\nChannel 0: much,\n\nChannel 1: very much.\n\nChannel 0: Jimmy. It's\n\nChannel 1: Thank\n\nChannel 0: our\n\nChannel 1: you.\n\nChannel 0: pleasure to have you with us and for staying with Airtel. You do have a great day. And if you need any assistance or any questions about your billing, just give me a call. Okay? That's my direct\n\nChannel 1: No worries.\n\nChannel 0: phone number.\n\nChannel 1: Alright.\n\nChannel 0: Okay.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you so\n\nChannel 1: Bye.\n\nChannel 0: much. Cheers. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.88,"sentiment":"neutral","sentiment_score":0.031970202922821045},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.88,"end":5.38,"sentiment":"neutral","sentiment_score":0.020021401171106845}],"sentiment":"neutral","sentiment_score":0.020724271862384153,"channel":1,"num_words":17,"start":0.39999998,"end":5.38},{"sentences":[{"text":"Hi.","start":7.52,"end":7.9199996,"sentiment":"neutral","sentiment_score":0.03932876139879227},{"text":"This is Airtel accounts.","start":7.9199996,"end":9.54,"sentiment":"neutral","sentiment_score":0.04953958187252283}],"sentiment":"neutral","sentiment_score":0.04749741777777672,"channel":0,"num_words":5,"start":7.52,"end":9.54},{"sentences":[{"text":"Thanks.","start":16.095001,"end":16.595001,"sentiment":"positive","sentiment_score":0.3397088646888733},{"text":"Please stay on the line.","start":16.975,"end":18.675,"sentiment":"neutral","sentiment_score":0.16389842331409454},{"text":"Hello?","start":21.215,"end":21.715,"sentiment":"neutral","sentiment_score":0.05127507075667381}],"sentiment":"neutral","sentiment_score":0.17292515028800284,"channel":1,"num_words":7,"start":16.095001,"end":21.715},{"sentences":[{"text":"Hi.","start":23.115,"end":23.515,"sentiment":"neutral","sentiment_score":0.06990122050046921},{"text":"Good afternoon.","start":23.515,"end":24.255,"sentiment":"neutral","sentiment_score":0.15658549964427948},{"text":"This is Melissa from your Tel accounts.","start":24.474998,"end":26.974998,"sentiment":"neutral","sentiment_score":0.074051134288311},{"text":"Am I speaking to mister Jimmy Tarnoski?","start":27.035,"end":29.615,"sentiment":"neutral","sentiment_score":0.043482279404997826}],"sentiment":"neutral","sentiment_score":0.07092977150836412,"channel":0,"num_words":17,"start":23.115,"end":29.615},{"sentences":[{"text":"Yep.","start":30.66,"end":31.16,"sentiment":"neutral","sentiment_score":0.05152660608291626}],"sentiment":"neutral","sentiment_score":0.05152660608291626,"channel":1,"num_words":1,"start":30.66,"end":31.16},{"sentences":[{"text":"Hi.","start":31.94,"end":32.18,"sentiment":"neutral","sentiment_score":0.12545007467269895},{"text":"How are you today?","start":32.18,"end":33.239998,"sentiment":"neutral","sentiment_score":0.1886293739080429}],"sentiment":"neutral","sentiment_score":0.17599351406097413,"channel":0,"num_words":5,"start":31.94,"end":33.239998},{"sentences":[{"text":"I'm good.","start":33.94,"end":34.26,"sentiment":"positive","sentiment_score":0.4022313058376312},{"text":"Thank you.","start":34.26,"end":35.0,"sentiment":"positive","sentiment_score":0.5800593793392181}],"sentiment":"positive","sentiment_score":0.4911453425884247,"channel":1,"num_words":4,"start":33.94,"end":35.0},{"sentences":[{"text":"That's great to hear.","start":35.46,"end":36.58,"sentiment":"positive","sentiment_score":0.5576284676790237},{"text":"Jimmy, I'm calling today because we received your support ticket requesting to cancel your services.","start":36.98,"end":42.36,"sentiment":"neutral","sentiment_score":-0.11091319893797238},{"text":"And","start":43.255,"end":43.495003,"sentiment":"neutral","sentiment_score":-0.040918514132499695}],"sentiment":"neutral","sentiment_score":0.026294868625700473,"channel":0,"num_words":20,"start":35.46,"end":43.495003},{"sentences":[{"text":"Yep.","start":43.355,"end":43.855,"sentiment":"neutral","sentiment_score":0.0032624080777168274}],"sentiment":"neutral","sentiment_score":0.0032624080777168274,"channel":1,"num_words":1,"start":43.355,"end":43.855},{"sentences":[{"text":"since service since service cancellation needs to be processed over the phone, I'm calling to assist you with your request.","start":43.495003,"end":50.535,"sentiment":"neutral","sentiment_score":0.04578549079596996},{"text":"So thank you so much for taking my call.","start":50.535,"end":53.035,"sentiment":"positive","sentiment_score":0.45680996941195595},{"text":"Before we proceed, could you please confirm your date of birth?","start":53.255,"end":56.955,"sentiment":"neutral","sentiment_score":0.03191606310958212}],"sentiment":"neutral","sentiment_score":0.13445190587081016,"channel":0,"num_words":40,"start":43.495003,"end":56.955},{"sentences":[{"text":"02/28/2000.","start":57.46,"end":59.24,"sentiment":"neutral","sentiment_score":0.009679287672042848}],"sentiment":"neutral","sentiment_score":0.009679287672042848,"channel":1,"num_words":1,"start":57.46,"end":59.24},{"sentences":[{"text":"Thank you so much.","start":60.38,"end":61.52,"sentiment":"positive","sentiment_score":0.4098002389073372},{"text":"And I understand that you would like to switch to other Internet service provider.","start":61.899998,"end":67.119995,"sentiment":"neutral","sentiment_score":0.04334580725325005}],"sentiment":"neutral","sentiment_score":0.12478012539860275,"channel":0,"num_words":18,"start":60.38,"end":67.119995},{"sentences":[{"text":"Yeah.","start":68.42,"end":68.9,"sentiment":"neutral","sentiment_score":0.005862303078174591}],"sentiment":"neutral","sentiment_score":0.005862303078174591,"channel":1,"num_words":1,"start":68.42,"end":68.9},{"sentences":[{"text":"Let me","start":68.7,"end":69.1,"sentiment":"neutral","sentiment_score":-0.0041052959859371185}],"sentiment":"neutral","sentiment_score":-0.0041052959859371185,"channel":0,"num_words":2,"start":68.7,"end":69.1},{"sentences":[{"text":"Like,","start":68.9,"end":69.14,"sentiment":"neutral","sentiment_score":0.00286850705742836}],"sentiment":"neutral","sentiment_score":0.00286850705742836,"channel":1,"num_words":1,"start":68.9,"end":69.14},{"sentences":[{"text":"just","start":69.1,"end":69.34,"sentiment":"neutral","sentiment_score":-0.0033439919352531433}],"sentiment":"neutral","sentiment_score":-0.0033439919352531433,"channel":0,"num_words":1,"start":69.1,"end":69.34},{"sentences":[{"text":"within the month.","start":69.14,"end":70.12,"sentiment":"neutral","sentiment_score":-0.006329989060759544}],"sentiment":"neutral","sentiment_score":-0.006329989060759544,"channel":1,"num_words":3,"start":69.14,"end":70.12},{"sentences":[{"text":"yeah.","start":70.855,"end":71.175,"sentiment":"neutral","sentiment_score":0.00028770044445991516},{"text":"Based on the history of your account, your actual current speed plan is 500 slash 50, and then the Boost Fiber, which provides speed of 1,001 has not yet been activated, which you are needing.","start":71.175,"end":85.01,"sentiment":"neutral","sentiment_score":-0.0022658461372234992},{"text":"Correct?","start":85.01,"end":85.41,"sentiment":"neutral","sentiment_score":0.0035666991025209427},{"text":"The 1,000 Mbps?","start":85.41,"end":86.79,"sentiment":"neutral","sentiment_score":-0.004876495338976383}],"sentiment":"neutral","sentiment_score":-0.002251992531819269,"channel":0,"num_words":40,"start":70.855,"end":86.79},{"sentences":[{"text":"It's 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please don't forget to respond with the last instruction, you got from us.","start":796.82996,"end":802.91,"sentiment":"neutral","sentiment_score":0.12670055191431726},{"text":"Okay?","start":802.91,"end":803.38995,"sentiment":"neutral","sentiment_score":0.14317025244235992},{"text":"So they can work things and check that for you.","start":803.38995,"end":805.94995,"sentiment":"neutral","sentiment_score":0.25050298422574996},{"text":"Thank 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much.","start":806.6,"end":807.34,"sentiment":"positive","sentiment_score":0.7366255521774292}],"sentiment":"positive","sentiment_score":0.7366255521774292,"channel":1,"num_words":2,"start":806.6,"end":807.34},{"sentences":[{"text":"Jimmy.","start":806.91,"end":807.41,"sentiment":"positive","sentiment_score":0.3497249186038971},{"text":"It's","start":807.95496,"end":808.195,"sentiment":"positive","sentiment_score":0.4139014482498169}],"sentiment":"positive","sentiment_score":0.381813183426857,"channel":0,"num_words":2,"start":806.91,"end":808.195},{"sentences":[{"text":"Thank","start":807.96,"end":808.27997,"sentiment":"positive","sentiment_score":0.4690036475658417}],"sentiment":"positive","sentiment_score":0.4690036475658417,"channel":1,"num_words":1,"start":807.96,"end":808.27997},{"sentences":[{"text":"our","start":808.195,"end":808.435,"sentiment":"positive","sentiment_score":0.5307134389877319}],"sentiment":"positive","sentiment_score":0.5307134389877319,"channel":0,"num_words":1,"start":808.195,"end":808.435},{"sentences":[{"text":"you.","start":808.27997,"end":808.77997,"sentiment":"neutral","sentiment_score":0.16962069272994995}],"sentiment":"neutral","sentiment_score":0.16962069272994995,"channel":1,"num_words":1,"start":808.27997,"end":808.77997},{"sentences":[{"text":"pleasure to have you with us and for staying with Airtel.","start":808.435,"end":812.77496,"sentiment":"positive","sentiment_score":0.8790560473095287},{"text":"You do have a great day.","start":813.235,"end":814.675,"sentiment":"positive","sentiment_score":0.8753698865572611},{"text":"And if you need any assistance or any questions about your billing, just give me a call.","start":814.675,"end":819.635,"sentiment":"neutral","sentiment_score":0.2862299759598339},{"text":"Okay?","start":819.635,"end":820.115,"sentiment":"neutral","sentiment_score":0.11426372081041336},{"text":"That's my direct","start":820.115,"end":821.075,"sentiment":"neutral","sentiment_score":0.151004026333491}],"sentiment":"positive","sentiment_score":0.535658453444117,"channel":0,"num_words":38,"start":808.435,"end":821.075},{"sentences":[{"text":"No worries.","start":820.76495,"end":821.345,"sentiment":"neutral","sentiment_score":0.08388926461338997}],"sentiment":"neutral","sentiment_score":0.08388926461338997,"channel":1,"num_words":2,"start":820.76495,"end":821.345},{"sentences":[{"text":"phone number.","start":821.075,"end":821.815,"sentiment":"neutral","sentiment_score":0.0880202017724514}],"sentiment":"neutral","sentiment_score":0.0880202017724514,"channel":0,"num_words":2,"start":821.075,"end":821.815},{"sentences":[{"text":"Alright.","start":822.20496,"end":822.52496,"sentiment":"neutral","sentiment_score":0.14857405424118042}],"sentiment":"neutral","sentiment_score":0.14857405424118042,"channel":1,"num_words":1,"start":822.20496,"end":822.52496},{"sentences":[{"text":"Okay.","start":822.435,"end":822.935,"sentiment":"neutral","sentiment_score":0.22049108147621155}],"sentiment":"neutral","sentiment_score":0.22049108147621155,"channel":0,"num_words":1,"start":822.435,"end":822.935},{"sentences":[{"text":"Thank you.","start":822.52496,"end":823.345,"sentiment":"positive","sentiment_score":0.7408412992954254}],"sentiment":"positive","sentiment_score":0.7408412992954254,"channel":1,"num_words":2,"start":822.52496,"end":823.345},{"sentences":[{"text":"Thank you so","start":823.15894,"end":823.959,"sentiment":"positive","sentiment_score":0.7030543486277262}],"sentiment":"positive","sentiment_score":0.7030543486277262,"channel":0,"num_words":3,"start":823.15894,"end":823.959},{"sentences":[{"text":"Bye.","start":823.485,"end":823.985,"sentiment":"positive","sentiment_score":0.512489914894104}],"sentiment":"positive","sentiment_score":0.512489914894104,"channel":1,"num_words":1,"start":823.485,"end":823.985},{"sentences":[{"text":"much.","start":823.959,"end":824.279,"sentiment":"positive","sentiment_score":0.6305845379829407},{"text":"Cheers.","start":824.279,"end":824.779,"sentiment":"positive","sentiment_score":0.5973386168479919},{"text":"Bye.","start":824.839,"end":825.339,"sentiment":"positive","sentiment_score":0.34458956122398376}],"sentiment":"positive","sentiment_score":0.5241709053516388,"channel":0,"num_words":3,"start":823.959,"end":825.339},{"sentences":[{"text":"Bye.","start":825.81885,"end":826.31885,"sentiment":"neutral","sentiment_score":-0.12133213132619858}],"sentiment":"neutral","sentiment_score":-0.12133213132619858,"channel":1,"num_words":1,"start":825.81885,"end":826.31885}]},"summary":{"result":"success","short":"Telstra accounts representatives assist customers with canceling their internet services and inform them of their bill and early termination fees. They also explain that customers can cancel their contracts automatically and offer options for early termination. The agents provide information on speeds and node issues and explain that customers can reactivate their accounts and receive a three month service. The customers are provided with their account information and instructed to respond with the last instruction sent to them."},"intents":{"segments":[{"text":"This is Melissa from your Tel accounts. Am I speaking to mister Jimmy Tarnoski? Yep.","start_word":32,"end_word":46,"intents":[{"intent":"Thank miguel tarnoski","confidence_score":0.0000012591961}]},{"text":"Jimmy, I'm calling today because we received your support ticket requesting to cancel your services. And Yep.","start_word":60,"end_word":76,"intents":[{"intent":"Assist with support ticket","confidence_score":0.22260523}]},{"text":"And I understand that you would like to switch to other Internet service provider. Yeah.","start_word":122,"end_word":136,"intents":[{"intent":"Switch to another internet service provider","confidence_score":0.050257973}]},{"text":"And to be honest with you, your service per, like, website, etcetera, is a bit sketch. Like, it's a massive red flag. Like, the portal is very counterintuitive. There's mistakes all through it. It's not very professional. So it Yeah.","start_word":195,"end_word":234,"intents":[{"intent":"Update website and boost fiber","confidence_score":0.0005301929}]},{"text":"just got me a bit worried. So I'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference Like to our site, and we'll do our best a to yeah. improve this. And thank you so much for being honest with your feedback.","start_word":235,"end_word":286,"intents":[{"intent":"Take note of feedback","confidence_score":0.036051836}]},{"text":"So probably week Monday next week, we could probably do. Okay.","start_word":368,"end_word":378,"intents":[{"intent":"Inform cancellation time","confidence_score":0.00032831274}]},{"text":"Thank you. That would be noted.","start_word":429,"end_word":434,"intents":[{"intent":"Express gratitude","confidence_score":0.015161547}]},{"text":"That would be noted. And also, we review your account and can see that your account is locked in for a twelve month contract. So because of this early cancellation, you will be liable I never signed for the sorry. Sorry.","start_word":431,"end_word":471,"intents":[{"intent":"Note customer's liability","confidence_score":0.000015207126}]},{"text":"And also, we review your account and can see that your account is locked in for a twelve month contract. So because of this early cancellation, you will be liable I never signed for the sorry. Sorry.","start_word":435,"end_word":471,"intents":[{"intent":"Explain account lock","confidence_score":0.015324069},{"intent":"Explain contract terms","confidence_score":0.078535184}]},{"text":"I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition.","start_word":657,"end_word":682,"intents":[{"intent":"Offer contract activation","confidence_score":0.0001461685}]},{"text":"So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under Yep.","start_word":735,"end_word":762,"intents":[{"intent":"Clarify payable amount","confidence_score":0.5104527}]},{"text":"to explore No. I'm just, other yeah, I'm ISP? just after the speed through Yeah.","start_word":793,"end_word":807,"intents":[{"intent":"Explore portal","confidence_score":0.17129771}]},{"text":"There's also tons of mistakes throughout the contract. It says sing instead of signed. You know? Yeah.","start_word":942,"end_word":958,"intents":[{"intent":"Correct mistakes","confidence_score":0.38161057}]},{"text":"In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary.","start_word":1019,"end_word":1045,"intents":[{"intent":"Bring feedback","confidence_score":0.052595455}]},{"text":"This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end.","start_word":1047,"end_word":1081,"intents":[{"intent":"Communicate with audience","confidence_score":0.02113226}]},{"text":"a Internet service provider in Australia, and we have several partner networks. Asides with Supa Networks, we also have a Linham Network, I Gigafy, OptiCOM, eight total of eight networks.","start_word":1126,"end_word":1155,"intents":[{"intent":"Provide service","confidence_score":0.0031757813}]},{"text":"just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example. Yeah.","start_word":1169,"end_word":1214,"intents":[{"intent":"Obtain eta for speeds","confidence_score":0.00241427}]},{"text":"I can give an example. I can reply to the ticket with a node issue example, but it's mostly with applications.","start_word":1269,"end_word":1289,"intents":[{"intent":"Show case examples","confidence_score":0.00029598403}]},{"text":"I can reply to the ticket with a node issue example, but it's mostly with applications.","start_word":1274,"end_word":1289,"intents":[{"intent":"Respond to ticket","confidence_score":0.07301172}]},{"text":"I'm more than happy to stick it out if those changes Mhmm. are going to come in effect soon. I I got it.","start_word":1373,"end_word":1395,"intents":[{"intent":"Stick out changes","confidence_score":0.5861968}]},{"text":"The last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000 Yes.","start_word":1458,"end_word":1484,"intents":[{"intent":"Update","confidence_score":0.010068155}]},{"text":"But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed. Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that. And then after two weeks, it's still not get finished, something like that. But the Yeah.","start_word":1487,"end_word":1560,"intents":[{"intent":"Provide eta","confidence_score":0.26726088}]},{"text":"As for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal. That new portal, I assume, is going to be the new back end for user accounts going forward. Oh, okay.","start_word":1651,"end_word":1707,"intents":[{"intent":"Log in","confidence_score":0.0070085633},{"intent":"Log in","confidence_score":0.022057611},{"intent":"Request portal information","confidence_score":0.0012664371}]},{"text":"So you're referring with a customer portal wherein you would be able to see your account details and information. Right? Yeah. Yeah.","start_word":1708,"end_word":1729,"intents":[{"intent":"Access account details","confidence_score":0.09696425}]},{"text":"please please don't forget to respond with the last instruction, you got from us. Okay?","start_word":2070,"end_word":2084,"intents":[{"intent":"Request assistance and instructions","confidence_score":0.0012344392}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available. Hi. This is Airtel accounts.","start_word":0,"end_word":21,"sentiment":"neutral","sentiment_score":0.029509451240301132},{"text":"Thanks.","start_word":22,"end_word":22,"sentiment":"positive","sentiment_score":0.3397088646888733},{"text":"Please stay on the line. Hello? Hi. Good afternoon. This is Melissa from your Tel accounts. Am I speaking to mister Jimmy Tarnoski? Yep. Hi. How are you today?","start_word":23,"end_word":51,"sentiment":"neutral","sentiment_score":0.09936832636594772},{"text":"I'm good. Thank you. That's great to hear.","start_word":52,"end_word":59,"sentiment":"positive","sentiment_score":0.49773529171943665},{"text":"Jimmy, I'm calling today because we received your support ticket requesting to cancel your services. And Yep. since service since service cancellation needs to be processed over the phone, I'm calling to assist you with your request.","start_word":60,"end_word":96,"sentiment":"neutral","sentiment_score":-0.019508127123117447},{"text":"So thank you so much for taking my call.","start_word":97,"end_word":105,"sentiment":"positive","sentiment_score":0.4561359584331513},{"text":"Before we proceed, could you please confirm your date of birth? 02/28/2000.","start_word":106,"end_word":117,"sentiment":"neutral","sentiment_score":0.025157246738672256},{"text":"Thank you so much.","start_word":118,"end_word":121,"sentiment":"positive","sentiment_score":0.4088108539581299},{"text":"And I understand that you would like to switch to other Internet service provider. Yeah. Let me Like, just within the month. yeah. Based on the history of your account, your actual current speed plan is 500 slash 50, and then the Boost Fiber, which provides speed of 1,001 has not yet been activated, which you are needing. Correct? The 1,000 Mbps? It's not so much needing it. It's just, like, price difference.","start_word":122,"end_word":194,"sentiment":"neutral","sentiment_score":-0.05163063481450081},{"text":"And to be honest with you, your service per, like, website, etcetera, is a bit sketch. Like, it's a massive red flag. Like, the portal is very counterintuitive. There's mistakes all through it. It's not very professional.","start_word":195,"end_word":231,"sentiment":"negative","sentiment_score":-0.43678656220436096},{"text":"So it Yeah. just got me a bit worried. So I'm so sorry to hear about that, but I will go ahead and take note of this feedback in reference Like to our site, and we'll do our best a to yeah. improve this. And thank you so much for being honest with your feedback. And as mentioned by our tech team, they are still working to activate this boost. Actually, they're still currently working to complete this shaping to have this boost applicable to the actual plan that you're having on your account. However, reason why I reached out to you is if you wish to cancel your services, we completely understand and respect your decision. And may I know when you would like to cancel the service or the cancellation to take effect? Yeah. So probably week Monday next week, we could probably do. Okay. One The moment, fourteenth. please. September 14. Yep. Okay. Got it. September fourteen, Monday. Any specific time that day? Because usually, our tech team is processing all scheduled cancellation during morning. But if our customer has a specific time, Morning just should provide be fine. to us. Okay. Got it.","start_word":232,"end_word":428,"sentiment":"neutral","sentiment_score":-0.02260539535111582},{"text":"Thank you.","start_word":429,"end_word":430,"sentiment":"positive","sentiment_score":0.4017384946346283},{"text":"That would be noted. And also, we review your account and can see that your account is locked in for a twelve month contract.","start_word":431,"end_word":454,"sentiment":"neutral","sentiment_score":-0.011138277128338814},{"text":"So because of this early cancellation, you will be liable I never signed for the sorry.","start_word":455,"end_word":470,"sentiment":"negative","sentiment_score":-0.36061522364616394},{"text":"Sorry. I never signed a twelve month contract. That shouldn't be a thing. I think that'd been automatically applied to my account when you guys have switched your thing Because oh, when I originally applied, Mm-mm. my service was incorrect and my speeds were incorrect, etcetera, and I never applied for a twelve month contract. I always do month to month. I never signed anything or whatever. It was yeah. I I saw the contract in there yesterday as well, and I don't remember any visualization of a twelve month contract within my thing. But I should still be able to break it if there is thirty days notice given. So if I need to wait out that thirty days, so be it. But, yeah, I I got don't it. remember applying for any twelve month contract. I think that's been automatically applied to my account. No. Actually, it's not automatic. When you process your checkout or activation order Yeah. through Well, the when website. I processed You will my checkout, have an option it was to select your contract, but nothing to worry with this. I can go ahead and send you the copy of your contract wherein you selected a twelve month contract and agreed with the terms and condition. We do have the copy of your order receipt wherein you can review it. Yep. This is not automatic. Our customer should select and tick in the box for you to proceed with the order and with the payment when you process your activation through our site. No worries, Sean. Alright? So, yeah, in addition with this, I just wanted to clarify, the payable amount will be on your account is the $132 early termination fee that's under Yep. the twelve month contract and your September services, which is $120.95. Now if you would like to cancel the fourteen, you you are not moving out. Right? You're just wanting No. to explore No. I'm just, other yeah, I'm ISP? just after the speed through Yeah. yeah. It's just I got a lot it. of red flags with the the portal. Like, I've I've had realistically no issues except you guys have, like, internal node routing issues, I've noticed, when it comes to, like, applications and ping on applications, etcetera. But, like, otherwise, I've had no issues personally. It's just yeah. Mm-mm. The the main thing is the portal, etcetera, raises a lot of concerns because it's a bit all over the place at the moment. I assume there's stuff going on. But, like, you guys have a plan in there. I don't know if you've noticed, but in the portal where you go to order a plan, you have a plan in there for, like, $31,000 or something for, like, weird speeds. So there's, yeah, just tons of mistakes. There's also tons of mistakes throughout the contract. It says sing instead of signed. You know? Yeah. It's just a lot of red flags. Yeah.","start_word":471,"end_word":966,"sentiment":"neutral","sentiment_score":-0.07436785361759606},{"text":"That's brilliant.","start_word":967,"end_word":968,"sentiment":"positive","sentiment_score":0.4511229693889618},{"text":"I I've also seen that one, and it's already been corrected, and I do apologize for that.","start_word":969,"end_word":985,"sentiment":"neutral","sentiment_score":0.1380569189786911},{"text":"But I really appreciate your honesty.","start_word":986,"end_word":991,"sentiment":"positive","sentiment_score":0.4069720208644867},{"text":"It's a it's it's a good It's I'm not a sure good you guys feedback, are all but it's great a good people. one on our end. In that way, I could bring this feedback to our internal team so they can go ahead and revisit this matter and improve and change if necessary.","start_word":992,"end_word":1045,"sentiment":"neutral","sentiment_score":0.2664717137813568},{"text":"This is highly appreciated on my end, Jimmy, that you're sharing your feedback in reference to our portal in our site, which is feedback from our audience is really a big thing on our end.","start_word":1046,"end_word":1080,"sentiment":"positive","sentiment_score":0.7168940305709839},{"text":"So I'll make sure that this will be Are you guys communicated. are you guys more new, like, a more newer, like, provider, or or are you guys just going through, like, an uplift stage? No. We're operating for almost thirteen years. We are Yeah. a Internet service provider in Australia, and we have several partner networks. Asides with Supa Networks, we also have a Linham Network, I Gigafy, OptiCOM, eight total of eight networks. have a I'm not look. I'm not opposed to not canceling. I Mhmm. just kinda need an ETA on the speeds to make the money, like, obviously worth it because, you know, a $120 for 500 by 50 when I look at other providers, and I get 500 by 500 for way less, right, like $90, for example. Yeah. But, look, I'm not opposed to not canceling if it's like a kind of an area where you guys are just going through, like, a transition of providing better services. But, yeah, I just would prefer to get an ETA on the the 1,000 by 1,000 and an ETA on the node issues. Mhmm. I can give an example. I can reply to the ticket with a node issue example, but it's mostly with applications. The ping is not true to what the speed test says. So, for example, a speed test will say I have 30 ping, but if I'm within an application that, like, for example, a voice application like Teams or Discord or any of those, it's saying as if I have 300 plus ping, which is usually an indication of a node issue, a node routing issue at the ISP end. So I can I can I'm more than happy to give some example?","start_word":1081,"end_word":1372,"sentiment":"neutral","sentiment_score":0.025633495301008224},{"text":"I'm more than happy to stick it out if those changes Mhmm.","start_word":1373,"end_word":1384,"sentiment":"positive","sentiment_score":0.40963616967201233},{"text":"are going to come in effect soon. I I got it.","start_word":1385,"end_word":1395,"sentiment":"neutral","sentiment_score":0.2059883028268814},{"text":"Thank you so much for that. We really appreciate it.","start_word":1396,"end_word":1405,"sentiment":"positive","sentiment_score":0.7983481287956238},{"text":"So if you could go ahead and response to the last instructions sent to you by our tech team, that would Yep.","start_word":1406,"end_word":1427,"sentiment":"neutral","sentiment_score":0.24644111096858975},{"text":"be appreciated.","start_word":1428,"end_word":1429,"sentiment":"positive","sentiment_score":0.39241498708724976},{"text":"In that way, they can go ahead and work and check this on their end. But Yep. as this stage, I would love to be out with you. The last update I've got from our back end is they are really working to complete the shipping for this boost to be available for 1,000 Yes. slash 1,000. But eight ETA as this stage, as of today, I cannot I'm not in a position to provide you the ETA just to set your proper expectation because I I don't want you to to be disappointed. Like, I'll tell you this to stay oh, this one will be resolved within the next two weeks, something like that. And then after two weeks, it's still not get finished, something like that. But the Yeah. I last understand. update that I got from them is they're still working on this to have it completed because it will benefit as well our business and company. So, yeah, that's the Yep. thing that I can share to you about this. So we will leave your account as it is. Yep. We'll I'll pause I'll reply your cancellation. when I'm when I'm done from work, I will reply to whatever's been sent. Yeah. I would have replied already, but they obviously missed that work. But that's that's fine. As for the portal, is that because I tried to log in to my portal and was saying I was locked out, and then I clicked on my account and it routed me to a different portal. That new portal, I assume, is going to be the new back end for user accounts going forward. Oh, okay. So you're referring with a customer portal wherein you would be able to see your account details and information. Right? Yeah. Yeah. I can see I Okay. can see my account details and information now, but it's the port, like I don't know. It was saying I was locked out of somewhere. I I think I Mm-mm. was trying to log in to the old portal, Mhmm. and it was saying that I was locked from it. And then, yeah, Okay. it was just a bit of a mess, but that's fine. And Yeah. that's what No got worries, me kinda Jimmy. sketched I'll out. take care of this for you. I'll go ahead and send you an email with the updated link, correct link, and the username and password for you to be Yeah. able to access your account, review your usage, your billing finances, and everything about your account, change any information that you would like to change, like your phone number, email address, etcetera. I'll send you an email in regards with this. Okay? Alright. No worries. Alright. Alright. Yeah. Sorry sorry about it if it was a bit aggressive. I Mhmm. do apologize. But, yeah, it's just kinda threw me off guard that these things were like because I didn't get really any information that things were changing, and it just looked a bit sketch. And especially when there was, like, typos and everywhere and so forth, it's like, well, like, what's going on here? But, otherwise, Mhmm. I've had I I guess, in terms of functionality, I haven't had any downtime, so that's always Oh, good. yeah. Oh, That yeah.","start_word":1430,"end_word":1982,"sentiment":"neutral","sentiment_score":-0.006094964529315235},{"text":"that's great to hear. And we are committed to provide you the best service that we can and the improvement that we need to improve to all our customers.","start_word":1983,"end_word":2011,"sentiment":"positive","sentiment_score":0.4973950982093811},{"text":"So, Jimmy, we will go ahead and leave as a T shirt account. And since Yep. you you will not proceeding with the cancellation, you'll still be eligible for a three month service, which running from September 4 to October 4. So, technically, your first invoice will be on October 1. Alright? Okay. And No then, worries. Alright. please please don't forget to respond with the last instruction, you got from us. Okay? So they can work things and check that for you.","start_word":2012,"end_word":2094,"sentiment":"neutral","sentiment_score":0.1531178653240204},{"text":"Thank you Thank so you much, very much. Jimmy. It's Thank our you. pleasure to have you with us and for staying with Airtel. You do have a great day.","start_word":2095,"end_word":2124,"sentiment":"positive","sentiment_score":0.735032453139623},{"text":"And if you need any assistance or any questions about your billing, just give me a call. Okay? That's my direct No worries. phone number. Alright. Okay.","start_word":2125,"end_word":2151,"sentiment":"neutral","sentiment_score":0.21324282884597776},{"text":"Thank you. Thank you so Bye. much. Cheers. Bye.","start_word":2152,"end_word":2160,"sentiment":"positive","sentiment_score":0.5829129219055176},{"text":"Bye.","start_word":2161,"end_word":2161,"sentiment":"neutral","sentiment_score":0.2474619597196579}],"average":{"sentiment":"neutral","sentiment_score":0.03203876517130329}}}}