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In that way, I can endorse your account properly to one of our tech rep so they can sort this out for you. What is your full name and your date of birth? Thank you so much. So if you could stay on the line, let me check if we have a available tech rep currently. Or if they are not engaged in a call, let me connect them to you so they can check your services. Because, Bryden, our technical department is ready and willing to resolve any service issue instead of you canceling your account. Because I I'm checking on here, your account is under twelve month contract. So if we reach the point that you're canceling it, cancellation or early termination fees applies to your account. So if you could stay on the line for me, let me check here for you. Yeah. So our cancellation protocol is you have to provide thirty days notice, and the outstanding balances should be paid. And then the early termination fee is $132. And then if you one moment here. You got a a router, so the router is free for that contract twelve months. So if you are early terminating the services, you have to pay the router, which is $139.95. That's So $1.39. It will be $271.95. Okay. So here's what I'm going to do. Are you sure about this, Brandon? Because Just bear with me here. Okay? Let me I'm still trying to check some the order receipt to have here. June, July. Okay. So I'll go ahead and prepare the invoice for you. Then can I call you back to process your payment? Okay. Thank you so much. 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$1.39.","start":145.90001,"end":151.44,"sentiment":"neutral","sentiment_score":0.0009061791934072971},{"text":"It will be $271.95.","start":165.48001,"end":169.26001,"sentiment":"neutral","sentiment_score":0.0019830494420602918},{"text":"Okay.","start":178.12001,"end":178.62001,"sentiment":"neutral","sentiment_score":-0.008111011236906052},{"text":"So here's what I'm going to do.","start":178.68001,"end":180.675,"sentiment":"neutral","sentiment_score":0.017257119661995342}],"sentiment":"neutral","sentiment_score":0.00748196872882545,"num_words":32,"start":136.08499,"end":180.675},{"sentences":[{"text":"Are you sure about this, Brandon?","start":181.63501,"end":183.335,"sentiment":"neutral","sentiment_score":0.014891847036778927},{"text":"Because Just bear with me here.","start":183.715,"end":211.815,"sentiment":"neutral","sentiment_score":-0.04474078584462404},{"text":"Okay?","start":211.815,"end":212.21501,"sentiment":"neutral","sentiment_score":-0.008850139565765858},{"text":"Let me I'm still trying to check some the order receipt to have here.","start":212.21501,"end":218.235,"sentiment":"neutral","sentiment_score":-0.028215207292565277},{"text":"June, July.","start":222.51001,"end":223.89,"sentiment":"neutral","sentiment_score":-0.00025936285965144634}],"sentiment":"neutral","sentiment_score":-0.020119841387174254,"num_words":29,"start":181.63501,"end":223.89},{"sentences":[{"text":"Okay.","start":224.11,"end":224.61,"sentiment":"neutral","sentiment_score":0.026452235877513885},{"text":"So I'll go ahead and prepare the invoice for you.","start":225.79001,"end":230.69,"sentiment":"neutral","sentiment_score":0.0613880418241024},{"text":"Then can I call you back to process your payment?","start":230.89095,"end":233.71094,"sentiment":"neutral","sentiment_score":0.04268410112708807},{"text":"Okay.","start":236.73094,"end":237.21094,"sentiment":"neutral","sentiment_score":0.2304374873638153},{"text":"Thank you so 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I have recently started with you guys probably twenty seventh of the sixth, so whenever that was. One to two probably three weeks ago. And we've had about three outages in the new unit I have moved into, and I've actually had enough at the moment. So can we look at canceling my contract, please? Braden Scarr, b r a y d e n s c a, r r. June twelfth nineteen ninety. Yeah. And what's the what's what's the termination fee for him? So what's the so what's the title? Yep. I I don't wanna speak to no technician. I just wanna cancel that, and then I'll pay them pay it right now. Yes. I'm sure. I've never had an issue like this when signing up Internet, and I currently run an electrical business, and I'm sick of no Wi Fi. And, literally, it has been three times in a matter of three weeks with an outage. So it's it's just unacceptable. So I'll pay the $260, and I'll help you out with it. It's currently it's currently out now. So no worries. 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you going? I have recently started with you guys probably twenty seventh of the sixth, so whenever that was. One to two probably three weeks ago. And we've had about three outages in the new unit I have moved into, and I've actually had enough at the moment. So can we look at canceling my contract, please?\n\nBraden Scarr, b r a y d e n s c a, r r. June twelfth nineteen ninety. Yeah. And what's the what's what's the termination fee for him? So what's the so what's the title?\n\nYep. I I don't wanna speak to no technician. I just wanna cancel that, and then I'll pay them pay it right now. Yes. I'm sure.\n\nI've never had an issue like this when signing up Internet, and I currently run an electrical business, and I'm sick of no Wi Fi. And, literally, it has been three times in a matter of three weeks with an outage. So it's it's just unacceptable. So I'll pay the $260, and I'll help you out with it. It's currently it's currently out now.\n\nSo no worries. Thank you.","paragraphs":[{"sentences":[{"text":"How you going?","start":4.16,"end":4.98,"sentiment":"neutral","sentiment_score":0.17551455895105997},{"text":"I have recently started with you guys probably twenty seventh of the sixth, so whenever that was.","start":5.04,"end":15.875,"sentiment":"neutral","sentiment_score":-0.05992604441502515},{"text":"One to two probably three weeks ago.","start":16.735,"end":19.315,"sentiment":"neutral","sentiment_score":-0.10801543082509722},{"text":"And we've had about three outages in the new unit I have moved into, and I've actually had enough at the moment.","start":21.775002,"end":35.96,"sentiment":"negative","sentiment_score":-0.39951156215234235},{"text":"So can we look at canceling my contract, please?","start":35.96,"end":40.699997,"sentiment":"negative","sentiment_score":-0.3616856502162086}],"sentiment":"neutral","sentiment_score":-0.22918503988405753,"num_words":58,"start":4.16,"end":40.699997},{"sentences":[{"text":"Braden Scarr, b r a y d e n s c a, r r.","start":57.855,"end":64.66,"sentiment":"neutral","sentiment_score":0.007462731911800802},{"text":"June twelfth nineteen ninety.","start":65.76,"end":67.94,"sentiment":"neutral","sentiment_score":0.010281699942424893},{"text":"Yeah.","start":105.105,"end":105.425,"sentiment":"neutral","sentiment_score":0.01615888811647892},{"text":"And what's the what's what's the termination fee for him?","start":105.425,"end":110.245,"sentiment":"neutral","sentiment_score":-0.002965843304991722},{"text":"So what's the so what's the title?","start":145.03,"end":146.81,"sentiment":"neutral","sentiment_score":0.0006669103833181518}],"sentiment":"neutral","sentiment_score":0.003799274285686099,"num_words":36,"start":57.855,"end":146.81},{"sentences":[{"text":"Yep.","start":170.12,"end":170.62,"sentiment":"neutral","sentiment_score":0.02293563261628151},{"text":"I I don't wanna speak to no technician.","start":170.68,"end":173.08,"sentiment":"neutral","sentiment_score":-0.323923759162426},{"text":"I just wanna cancel that, and then I'll pay them pay it right now.","start":173.08,"end":175.965,"sentiment":"neutral","sentiment_score":-0.1916118636727333},{"text":"Yes.","start":183.805,"end":184.125,"sentiment":"neutral","sentiment_score":0.019152726978063583},{"text":"I'm sure.","start":184.125,"end":184.86499,"sentiment":"neutral","sentiment_score":0.005797362537123263}],"sentiment":"neutral","sentiment_score":-0.20077973384804165,"num_words":26,"start":170.12,"end":184.86499},{"sentences":[{"text":"I've never had an issue like this when signing up Internet, and I currently run an electrical business, and I'm sick of no Wi Fi.","start":185.165,"end":195.73999,"sentiment":"neutral","sentiment_score":-0.20434544563293458},{"text":"And, literally, it has been three times in a matter of three weeks with an outage.","start":196.59999,"end":202.06,"sentiment":"neutral","sentiment_score":-0.290244672447443},{"text":"So it's it's just unacceptable.","start":202.28,"end":205.415,"sentiment":"negative","sentiment_score":-0.5234668791294098},{"text":"So I'll pay the $260, and I'll help you out with it.","start":205.795,"end":210.055,"sentiment":"neutral","sentiment_score":-0.07123303102950256},{"text":"It's currently it's currently out now.","start":216.595,"end":218.675,"sentiment":"neutral","sentiment_score":-0.042539931212862335}],"sentiment":"neutral","sentiment_score":-0.21062376961344853,"num_words":64,"start":185.165,"end":218.675},{"sentences":[{"text":"So no worries.","start":218.675,"end":235.28,"sentiment":"neutral","sentiment_score":0.05117567659666141},{"text":"Thank you.","start":235.40088,"end":238.72841,"sentiment":"neutral","sentiment_score":0.24017872661352158}],"sentiment":"neutral","sentiment_score":0.12677689660340546,"num_words":5,"start":218.675,"end":238.72841}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Today. This is Ertel accounts. How may I help you today?\n\nChannel 1: How you going? I have recently started with you guys probably twenty seventh of the sixth, so whenever that was. One to two probably three weeks ago.\n\nChannel 0: Mhmm.\n\nChannel 1: And we've had about three outages in the new unit I have moved into, and I've actually had enough at the moment. So can we look at canceling my contract, please?\n\nChannel 0: Oh, I'm so sorry to hear about that. But let me just go ahead and pull out your account. In that way, I can endorse your account properly to one of our tech rep so they can sort this out for you. What is your full name and your date of birth?\n\nChannel 1: Braden Scarr, b r a y d e n s c a, r r. June twelfth nineteen ninety.\n\nChannel 0: Thank you so much. So if you could stay on the line, let me check if we have a available tech rep currently. Or if they are not engaged in a call, let me connect them to you so they can check your services. Because, Bryden, our technical department is ready and willing to resolve any service issue instead of you canceling your account. Because I I'm checking on here, your account is under twelve month contract.\n\nSo if we reach the point that you're canceling it, cancellation or early termination fees applies to your account. So if you\n\nChannel 1: Yeah.\n\nChannel 0: could stay\n\nChannel 1: And\n\nChannel 0: on\n\nChannel 1: what's\n\nChannel 0: the line\n\nChannel 1: the\n\nChannel 0: for me, let me check\n\nChannel 1: what's\n\nChannel 0: here for you.\n\nChannel 1: what's the termination fee for him?\n\nChannel 0: Yeah. So our cancellation protocol is you have to provide thirty days notice, and the outstanding balances should be paid. And then the early termination fee is $132. And then if you one moment here. You got a a router, so the router is free for that contract twelve months.\n\nSo if you are early terminating the services, you have to pay the router, which is $139.95.\n\nChannel 1: So what's the so\n\nChannel 0: That's\n\nChannel 1: what's the title?\n\nChannel 0: So $1.39. It will be $271.95.\n\nChannel 1: Yep. I I don't wanna speak to no technician. I just wanna cancel that, and then I'll pay them pay it right now.\n\nChannel 0: Okay. So here's what I'm going to do. Are you sure about this, Brandon? Because\n\nChannel 1: Yes. I'm sure. I've never had an issue like this when signing up Internet, and I currently run an electrical business, and I'm sick of no Wi Fi. And, literally, it has been three times in a matter of three weeks with an outage. So it's it's just unacceptable.\n\nSo I'll pay the $260, and I'll help you out with it.\n\nChannel 0: Just bear with me here. Okay? Let me I'm still trying to check some the order receipt to\n\nChannel 1: It's currently it's\n\nChannel 0: have\n\nChannel 1: currently\n\nChannel 0: here.\n\nChannel 1: out now. So\n\nChannel 0: June, July. Okay. So I'll go ahead and prepare the invoice for you. Then can I call you back to process your payment?\n\nChannel 1: no worries. Thank\n\nChannel 0: Okay. Thank you so much.\n\nChannel 1: you.\n\nChannel 0: Have a good one.","paragraphs":[{"sentences":[{"text":"Today.","start":0.16,"end":0.48,"sentiment":"neutral","sentiment_score":0.17754510045051575},{"text":"This is Ertel accounts.","start":0.48,"end":1.76,"sentiment":"neutral","sentiment_score":0.21179337427020073},{"text":"How may I help you today?","start":1.76,"end":3.06,"sentiment":"positive","sentiment_score":0.35214461882909137}],"sentiment":"neutral","sentiment_score":0.285235119136897,"channel":0,"num_words":11,"start":0.16,"end":3.06},{"sentences":[{"text":"How you going?","start":4.16,"end":4.98,"sentiment":"neutral","sentiment_score":0.17551455895105997},{"text":"I have recently started with you guys probably twenty seventh of the sixth, so whenever that was.","start":5.04,"end":15.875,"sentiment":"neutral","sentiment_score":-0.05992604441502515},{"text":"One to two probably three weeks 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about that.","start":42.295,"end":44.135,"sentiment":"negative","sentiment_score":-0.3412153385579586},{"text":"But let me just go ahead and pull out your account.","start":44.135,"end":46.214996,"sentiment":"neutral","sentiment_score":0.009887059642509981},{"text":"In that way, I can endorse your account properly to one of our tech rep so they can sort this out for you.","start":46.214996,"end":54.214996,"sentiment":"neutral","sentiment_score":0.1108521378558615},{"text":"What is your full name and your date of birth?","start":54.214996,"end":56.875,"sentiment":"neutral","sentiment_score":0.030936961621046068}],"sentiment":"neutral","sentiment_score":0.004576994894215694,"channel":0,"num_words":52,"start":42.295,"end":56.875},{"sentences":[{"text":"Braden Scarr, b r a y d e n s c a, r r.","start":57.855,"end":64.66,"sentiment":"neutral","sentiment_score":0.007462731911800802},{"text":"June twelfth nineteen 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your account is under twelve month contract.","start":92.96,"end":97.235,"sentiment":"neutral","sentiment_score":-0.09687888650940014}],"sentiment":"neutral","sentiment_score":0.09254817434816391,"channel":0,"num_words":77,"start":69.5,"end":97.235},{"sentences":[{"text":"So if we reach the point that you're canceling it, cancellation or early termination fees applies to your account.","start":97.295,"end":104.495,"sentiment":"neutral","sentiment_score":-0.1656998909617725},{"text":"So if you","start":104.495,"end":105.135,"sentiment":"neutral","sentiment_score":-0.012658857430020968}],"sentiment":"neutral","sentiment_score":-0.14483065911653367,"channel":0,"num_words":22,"start":97.295,"end":105.135},{"sentences":[{"text":"Yeah.","start":105.105,"end":105.425,"sentiment":"neutral","sentiment_score":0.01615888811647892}],"sentiment":"neutral","sentiment_score":0.01615888811647892,"channel":1,"num_words":1,"start":105.105,"end":105.425},{"sentences":[{"text":"could 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three weeks with an outage.","start":196.59999,"end":202.06,"sentiment":"neutral","sentiment_score":-0.290244672447443},{"text":"So it's it's just unacceptable.","start":202.28,"end":205.415,"sentiment":"negative","sentiment_score":-0.5234668791294098}],"sentiment":"neutral","sentiment_score":-0.25181913966484065,"channel":1,"num_words":49,"start":183.805,"end":205.415},{"sentences":[{"text":"So I'll pay the $260, and I'll help you out with it.","start":205.795,"end":210.055,"sentiment":"neutral","sentiment_score":-0.07123303102950256}],"sentiment":"neutral","sentiment_score":-0.07123303102950256,"channel":1,"num_words":12,"start":205.795,"end":210.055},{"sentences":[{"text":"Just bear with me here.","start":210.615,"end":211.815,"sentiment":"neutral","sentiment_score":-0.05411926731467247},{"text":"Okay?","start":211.815,"end":212.21501,"sentiment":"neutral","sentiment_score":-0.008850139565765858},{"text":"Let me I'm still trying to check some the order receipt 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The agent explains that the cancellation protocol is to provide 30 days notice and the outstanding balances should be paid. The agent offers to cancel the contract and process the payment, but the customer is upset and decides to cancel and pay the $260 fee."},"intents":{"segments":[{"text":"So can we look at canceling my contract, please?","start_word":61,"end_word":69,"intents":[{"intent":"Cancel contract","confidence_score":0.49344957}]},{"text":"In that way, I can endorse your account properly to one of our tech rep so they can sort this out for you.","start_word":89,"end_word":111,"intents":[{"intent":"Endonish account","confidence_score":0.00030674553}]},{"text":"So if you could stay on the line, let me check if we have a available tech rep currently. Or if they are not engaged in a call, let me connect them to you so they can check your services.","start_word":144,"end_word":183,"intents":[{"intent":"Connect to tech rep","confidence_score":0.54457206},{"intent":"Connect to technical department","confidence_score":0.21657571}]},{"text":"So if you could stay on the line, let me check if we have a available tech rep currently. Or if they are not engaged in a call, let me connect them to you so they can check your services. Because, Bryden, our technical department is ready and willing to resolve any service issue instead of you canceling your account.","start_word":144,"end_word":203,"intents":[{"intent":"Check service issue","confidence_score":0.013460567}]},{"text":"what's the termination fee for him? 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Then can I call you back to process your payment? no worries.","start_word":473,"end_word":494,"intents":[{"intent":"Process payment","confidence_score":0.14379843},{"intent":"Prepare invoice","confidence_score":0.13443701}]},{"text":"Thank you so much. you.","start_word":497,"end_word":501,"intents":[{"intent":"End conversation","confidence_score":0.031181714}]}]},"sentiments":{"segments":[{"text":"Today. This is Ertel accounts.","start_word":0,"end_word":4,"sentiment":"neutral","sentiment_score":0.20148541033267975},{"text":"How may I help you today?","start_word":5,"end_word":10,"sentiment":"positive","sentiment_score":0.34557321667671204},{"text":"How you going? I have recently started with you guys probably twenty seventh of the sixth, so whenever that was. One to two probably three weeks ago. Mhmm.","start_word":11,"end_word":38,"sentiment":"neutral","sentiment_score":-0.05664624646306038},{"text":"And we've had about three outages in the new unit I have moved into, and I've actually had enough at the moment. So can we look at canceling my contract, please?","start_word":39,"end_word":69,"sentiment":"negative","sentiment_score":-0.3876177668571472},{"text":"Oh, I'm so sorry to hear about that. But let me just go ahead and pull out your account. In that way, I can endorse your account properly to one of our tech rep so they can sort this out for you. What is your full name and your date of birth? Braden Scarr, b r a y d e n s c a, r r. June twelfth nineteen ninety.","start_word":70,"end_word":139,"sentiment":"neutral","sentiment_score":-0.0030518793500959873},{"text":"Thank you so much.","start_word":140,"end_word":143,"sentiment":"positive","sentiment_score":0.5540643930435181},{"text":"So if you could stay on the line, let me check if we have a available tech rep currently. Or if they are not engaged in a call, let me connect them to you so they can check your services. Because, Bryden, our technical department is ready and willing to resolve any service issue instead of you canceling your account. Because I I'm checking on here, your account is under twelve month contract. So if we reach the point that you're canceling it, cancellation or early termination fees applies to your account. So if you Yeah. could stay And on what's the line the for me, let me check what's here for you. what's the termination fee for him? Yeah. So our cancellation protocol is you have to provide thirty days notice, and the outstanding balances should be paid. And then the early termination fee is $132. And then if you one moment here. You got a a router, so the router is free for that contract twelve months. So if you are early terminating the services, you have to pay the router, which is $139.95. So what's the so That's what's the title? So $1.39. It will be $271.95. Yep. I I don't wanna speak to no technician. I just wanna cancel that, and then I'll pay them pay it right now. Okay. So here's what I'm going to do. Are you sure about this, Brandon? Because Yes. I'm sure. I've never had an issue like this when signing up Internet, and I currently run an electrical business, and I'm sick of no Wi Fi. And, literally, it has been three times in a matter of three weeks with an outage.","start_word":144,"end_word":425,"sentiment":"neutral","sentiment_score":-0.03979623059458133},{"text":"So it's it's just unacceptable.","start_word":426,"end_word":430,"sentiment":"negative","sentiment_score":-0.5408293604850769},{"text":"So I'll pay the $260, and I'll help you out with it. Just bear with me here. Okay? Let me I'm still trying to check some the order receipt to It's currently it's have currently here. out now. So June, July. Okay. So I'll go ahead and prepare the invoice for you. Then can I call you back to process your payment? no worries. Thank Okay.","start_word":431,"end_word":496,"sentiment":"neutral","sentiment_score":-0.0043488070368766785},{"text":"Thank you so much. you. Have a good one.","start_word":497,"end_word":505,"sentiment":"positive","sentiment_score":0.6189102331797282}],"average":{"sentiment":"neutral","sentiment_score":-0.03592063556524632}}}}