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Okay. So, actually, upon checking your account, we just wanted to make you aware that we won't be able to refund the payment as we also did settle the payment for Supa Network since the service is activated. So since the day you sign up, we also did settle a payment for Supa Network for them to activate the service at the address. And in that case, we won't be able to refund the your payment. Sorry? Do you want me to help you connect to the Internet? Okay. Is it okay if I coordinate that to our accounts department then since you already decided? Oh, sorry. Hello? Mhmm. Yeah. Sure. We can is it today? Yeah. Sure. We can cancel the service today. But may I just know what happened with the with your conversation? Mhmm. Mhmm. Actually, I remember that I answered your call earlier, but you put me on hold because I think Supa Network is calling you. Mhmm. Mhmm. Super Network. Mhmm. Yeah. They call you because But our accounts department advises that you code and they answer your call. But, unfortunately, I was Mhmm. Yeah. After 16. Okay. So upon checking the call logs, I received your call earlier. Mhmm. And then after Mhmm. Yeah. So regarding the cancellation, we can proceed with the cancellation. But for the refund, unfortunately, we cannot proceed with the refund because we also did settle the payment for Supa Network activating the service. Then we'll also going to pay for the cancellation fee then to Supa Network. So your refund request is not possible, but we can proceed with the cancellation today. Actually, no need for you to pay for the cancellation fee. But for the refund, we cannot process it. So mhmm. Yeah. That's correct. Because we also did settle we settle a payment with Supernatural Social. Mhmm. Yeah. Because when activating a service, Supa Network is also invoicing us for the payment before them mhmm. And we're trying to fix your problem, but but I answered your call earlier, and you put me on hold. Yeah. But, unfortunately, that is the nearest available schedule of our technician. That is why they schedule it. He said that to you? Did he confirm that one? Actually, you already have the one month free that is included with the twelve month contract. So you sign up April 10, and your free month is April 10 to May 10, then your upfront payment mhmm. Yes. And your upfront payment will be for May 11 to June 11. That is the coverage of the your upfront payment. Mhmm. Yeah. Since the Is it for that, I'll be escalating that to our back end team for them to approve. I'm not sure if that's possible yet. You mean for the plan? Mhmm. So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST. Yeah. And also a thirty day notice is required for cancellation if ever. Yeah. For your request, I'm going to escalate that one to our back end team first to confirm and for them to approve because I'm not sure yet about that. You mean your technical issue? So, Supa Network advises that, they have figured that there is a possible fiber damage as the optical lights on the DigiSat box is red. So they have to dispatch a technician, a tech visit for you to check. Yeah. You mentioned it you mentioned next week? Did they mention that next week, you said? Yeah. So if Mhmm. Yeah. So mhmm. Actually, we can we can adjust the your start date for the day that you'll be connected to the Internet. If ever next week, you'll be able to mhmm. Mhmm. Next week. Next yeah. Next week. Yeah. Next Wednesday. Mhmm. May. Mhmm. Yeah. That's correct. Yeah. The front payment. So if ever I'll just repeat it. April if ever Wednesday, your free month is April 22 to May 22, then your front payment will be May 23 up until June 23. Yeah. That's your front payment. So your first bill were going to be June '24. June '24. Yeah. That's the first payment, June 24 to July 24, your first bill. Mhmm. Mhmm. Is it okay if you confirm that also to Supa Network? Like, give them a call? Actually, we can email them since there's an ongoing in progress ticket that we raised just yesterday. Yeah. But it it's much better if you also call them to confirm that you're wanted to proceed with the technician visit. Yeah. You can give this call number. So this number, our office hour is nine AM to 6PM. Mhmm. Yeah. And our after hours mhmm. But we do also have our after hours support, which I think you also spoke with him yesterday. Yeah. The guy. Yeah. Okay. Sure. Thank you. 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Hello. Good afternoon. This is Maureen from Airtel tech support. Am I speaking with Luang?\n\nLike yeah, we received the ticket that you submitted that you wanted to cancel the service. Yeah. Okay. So, actually, upon checking your account, we just wanted to make you aware that we won't be able to refund the payment as we also did settle the payment for Supa Network since the service is activated. So since the day you sign up, we also did settle a payment for Supa Network for them to activate the service at the address.\n\nAnd in that case, we won't be able to refund the your payment. Sorry? Do you want me to help you connect to the Internet? Okay. Is it okay if I coordinate that to our accounts department then since you already decided?\n\nOh, sorry. Hello? Mhmm. Yeah. Sure.\n\nWe can is it today? Yeah. Sure. We can cancel the service today. But may I just know what happened with the with your conversation?\n\nMhmm. Mhmm. Actually, I remember that I answered your call earlier, but you put me on hold because I think Supa Network is calling you. Mhmm. Mhmm.\n\nSuper Network. Mhmm. Yeah. They call you because But our accounts department advises that you code and they answer your call. But, unfortunately, I was Mhmm.\n\nYeah. After 16. Okay. So upon checking the call logs, I received your call earlier. Mhmm.\n\nAnd then after Mhmm. Yeah. So regarding the cancellation, we can proceed with the cancellation. But for the refund, unfortunately, we cannot proceed with the refund because we also did settle the payment for Supa Network activating the service. Then we'll also going to pay for the cancellation fee then to Supa Network.\n\nSo your refund request is not possible, but we can proceed with the cancellation today. Actually, no need for you to pay for the cancellation fee. But for the refund, we cannot process it. So mhmm. Yeah.\n\nThat's correct. Because we also did settle we settle a payment with Supernatural Social. Mhmm. Yeah. Because when activating a service, Supa Network is also invoicing us for the payment before them mhmm.\n\nAnd we're trying to fix your problem, but but I answered your call earlier, and you put me on hold. Yeah. But, unfortunately, that is the nearest available schedule of our technician. That is why they schedule it. He said that to you?\n\nDid he confirm that one? Actually, you already have the one month free that is included with the twelve month contract. So you sign up April 10, and your free month is April 10 to May 10, then your upfront payment mhmm. Yes. And your upfront payment will be for May 11 to June 11.\n\nThat is the coverage of the your upfront payment. Mhmm. Yeah. Since the Is it for that, I'll be escalating that to our back end team for them to approve. I'm not sure if that's possible yet.\n\nYou mean for the plan? Mhmm. So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST. Yeah. And also a thirty day notice is required for cancellation if ever.\n\nYeah. For your request, I'm going to escalate that one to our back end team first to confirm and for them to approve because I'm not sure yet about that. You mean your technical issue? So, Supa Network advises that, they have figured that there is a possible fiber damage as the optical lights on the DigiSat box is red. So they have to dispatch a technician, a tech visit for you to check.\n\nYeah. You mentioned it you mentioned next week? Did they mention that next week, you said? Yeah. So if Mhmm.\n\nYeah. So mhmm. Actually, we can we can adjust the your start date for the day that you'll be connected to the Internet. If ever next week, you'll be able to mhmm. Mhmm.\n\nNext week. Next yeah. Next week. Yeah. Next Wednesday.\n\nMhmm. May. Mhmm. Yeah. That's correct.\n\nYeah. The front payment. So if ever I'll just repeat it. April if ever Wednesday, your free month is April 22 to May 22, then your front payment will be May 23 up until June 23. Yeah.\n\nThat's your front payment. So your first bill were going to be June '24. June '24. Yeah. That's the first payment, June 24 to July 24, your first bill.\n\nMhmm. Mhmm. Is it okay if you confirm that also to Supa Network? Like, give them a call? Actually, we can email them since there's an ongoing in progress ticket that we raised just yesterday.\n\nYeah. But it it's much better if you also call them to confirm that you're wanted to proceed with the technician visit. Yeah. You can give this call number. So this number, our office hour is nine AM to 6PM.\n\nMhmm. Yeah. And our after hours mhmm. But we do also have our after hours support, which I think you also spoke with him yesterday. Yeah.\n\nThe guy. Yeah. Okay. Sure. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Yes.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.04117710888385773},{"text":"Hello.","start":2.96,"end":3.36,"sentiment":"neutral","sentiment_score":0.04998963326215744},{"text":"Good afternoon.","start":3.36,"end":4.26,"sentiment":"neutral","sentiment_score":0.20511626452207565},{"text":"This is Maureen from Airtel tech support.","start":4.3199997,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.07961883608783994},{"text":"Am I speaking with Luang?","start":7.52,"end":8.98,"sentiment":"neutral","sentiment_score":-0.0034989217296242715}],"sentiment":"neutral","sentiment_score":0.0650772821973078,"num_words":16,"start":2.6399999,"end":8.98},{"sentences":[{"text":"Like yeah, we received the ticket that you submitted that you wanted to cancel the 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able to refund the your payment.","start":59.93,"end":64.99,"sentiment":"negative","sentiment_score":-0.36369151220871854},{"text":"Sorry?","start":73.61,"end":74.11,"sentiment":"neutral","sentiment_score":-0.15726318955421448},{"text":"Do you want me to help you connect to the Internet?","start":77.365,"end":80.744995,"sentiment":"neutral","sentiment_score":-0.05170887877995318},{"text":"Okay.","start":87.924995,"end":88.424995,"sentiment":"neutral","sentiment_score":-0.02563941664993763},{"text":"Is it okay if I coordinate that to our accounts department then since you already decided?","start":88.71,"end":95.450005,"sentiment":"neutral","sentiment_score":-0.0008015958592295647}],"sentiment":"neutral","sentiment_score":-0.13077417774392025,"num_words":42,"start":59.93,"end":95.450005},{"sentences":[{"text":"Oh, 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can cancel the service today.","start":119.54,"end":121.56,"sentiment":"neutral","sentiment_score":0.0058021874477465945},{"text":"But may I just know what happened with the with your conversation?","start":122.340004,"end":128.12,"sentiment":"neutral","sentiment_score":-0.057928542606532574}],"sentiment":"neutral","sentiment_score":-0.016936425864696503,"num_words":25,"start":113.284996,"end":128.12},{"sentences":[{"text":"Mhmm.","start":129.22,"end":129.72,"sentiment":"neutral","sentiment_score":-0.1483747959136963},{"text":"Mhmm.","start":154.85,"end":155.09,"sentiment":"neutral","sentiment_score":-0.12256253510713576},{"text":"Actually, I remember that I answered your call earlier, but you put me on hold because I think Supa Network is calling you.","start":155.09,"end":164.38501,"sentiment":"neutral","sentiment_score":-0.28459763008615246},{"text":"Mhmm.","start":203.475,"end":203.975,"sentiment":"neutral","sentiment_score":-0.03902989625930786},{"text":"Mhmm.","start":218.535,"end":218.935,"sentiment":"neutral","sentiment_score":-0.05156012624502182}],"sentiment":"neutral","sentiment_score":-0.25582492020395065,"num_words":27,"start":129.22,"end":218.935},{"sentences":[{"text":"Super Network.","start":218.935,"end":219.835,"sentiment":"neutral","sentiment_score":-0.04196215979754925},{"text":"Mhmm.","start":219.895,"end":220.395,"sentiment":"neutral","sentiment_score":-0.029521368443965912},{"text":"Yeah.","start":221.41501,"end":221.91501,"sentiment":"neutral","sentiment_score":-0.03150118142366409},{"text":"They call you because But our accounts department advises that you code and they answer your call.","start":222.13501,"end":235.18001,"sentiment":"neutral","sentiment_score":-0.1261167916304925},{"text":"But, unfortunately, I was Mhmm.","start":237.8,"end":243.26001,"sentiment":"neutral","sentiment_score":-0.23573027029633523}],"sentiment":"neutral","sentiment_score":-0.13336860302549142,"num_words":26,"start":218.935,"end":243.26001},{"sentences":[{"text":"Yeah.","start":258.91998,"end":259.41998,"sentiment":"neutral","sentiment_score":-0.04761143773794174},{"text":"After 16.","start":259.96,"end":260.78,"sentiment":"neutral","sentiment_score":-0.11764975637197496},{"text":"Okay.","start":265.8,"end":266.3,"sentiment":"neutral","sentiment_score":-0.07366068661212921},{"text":"So upon checking the call logs, I received your call earlier.","start":266.6,"end":270.69998,"sentiment":"neutral","sentiment_score":-0.09905029426921498},{"text":"Mhmm.","start":272.95502,"end":273.45502,"sentiment":"neutral","sentiment_score":-0.08588939160108566}],"sentiment":"neutral","sentiment_score":-0.09575089160352945,"num_words":16,"start":258.91998,"end":273.45502},{"sentences":[{"text":"And then after Mhmm.","start":273.83502,"end":284.73502,"sentiment":"neutral","sentiment_score":-0.14601164683699608},{"text":"Yeah.","start":285.31,"end":285.81,"sentiment":"neutral","sentiment_score":-0.03639107942581177},{"text":"So regarding the cancellation, we can proceed with the cancellation.","start":286.11,"end":289.25,"sentiment":"neutral","sentiment_score":-0.054602460190653804},{"text":"But for the refund, unfortunately, we cannot proceed with the refund because we also did settle the payment for Supa Network activating the service.","start":290.11,"end":299.65,"sentiment":"negative","sentiment_score":-0.33800398651510477},{"text":"Then we'll also going to pay for the cancellation fee then to Supa Network.","start":300.305,"end":306.56497,"sentiment":"neutral","sentiment_score":-0.1632645337709359}],"sentiment":"neutral","sentiment_score":-0.2181936116572821,"num_words":53,"start":273.83502,"end":306.56497},{"sentences":[{"text":"So your refund request is not possible, but we can proceed with the cancellation today.","start":307.50497,"end":313.125,"sentiment":"neutral","sentiment_score":-0.25991581082344056},{"text":"Actually, no need for you to pay for the cancellation fee.","start":319.74002,"end":325.36002,"sentiment":"neutral","sentiment_score":-0.1457947628064589},{"text":"But for the refund, we cannot process it.","start":326.22,"end":328.725,"sentiment":"negative","sentiment_score":-0.3421326205134392},{"text":"So mhmm.","start":338.885,"end":340.025,"sentiment":"neutral","sentiment_score":-0.250905379652977},{"text":"Yeah.","start":346.25998,"end":346.58,"sentiment":"neutral","sentiment_score":-0.040312886238098145}],"sentiment":"neutral","sentiment_score":-0.23734227467227625,"num_words":37,"start":307.50497,"end":346.58},{"sentences":[{"text":"That's correct.","start":346.58,"end":347.38,"sentiment":"neutral","sentiment_score":-0.0057037509977817535},{"text":"Because we also did settle we settle a payment with Supernatural Social.","start":347.38,"end":352.52,"sentiment":"neutral","sentiment_score":-0.19668105927606425},{"text":"Mhmm.","start":369.27,"end":369.77,"sentiment":"neutral","sentiment_score":-0.07438164949417114},{"text":"Yeah.","start":380.15,"end":380.47,"sentiment":"neutral","sentiment_score":-0.08556455373764038},{"text":"Because when activating a service, Supa Network is also invoicing us for the payment before them mhmm.","start":380.47,"end":391.74503,"sentiment":"neutral","sentiment_score":-0.10764276564997785}],"sentiment":"neutral","sentiment_score":-0.1321652555330233,"num_words":33,"start":346.58,"end":391.74503},{"sentences":[{"text":"And we're trying to fix your problem, but but I answered your call earlier, and you put me on hold.","start":394.125,"end":409.185,"sentiment":"neutral","sentiment_score":-0.15407629497349262},{"text":"Yeah.","start":435.04,"end":435.44,"sentiment":"neutral","sentiment_score":-0.1208331137895584},{"text":"But, unfortunately, that is the nearest available schedule of our technician.","start":435.44,"end":441.655,"sentiment":"negative","sentiment_score":-0.3449608791958202},{"text":"That is why they schedule it.","start":444.275,"end":446.375,"sentiment":"neutral","sentiment_score":-0.09240783751010895},{"text":"He said that to you?","start":457.65,"end":459.11,"sentiment":"neutral","sentiment_score":-0.02619625926017761}],"sentiment":"neutral","sentiment_score":-0.17865946525058082,"num_words":43,"start":394.125,"end":459.11},{"sentences":[{"text":"Did he confirm that one?","start":459.88998,"end":461.50998,"sentiment":"neutral","sentiment_score":-0.04413798674941063},{"text":"Actually, you already have the one month free that is included with the twelve month contract.","start":484.72,"end":490.5,"sentiment":"neutral","sentiment_score":0.027491188142448664},{"text":"So you sign up April 10, and your free month is April 10 to May 10, then your upfront payment mhmm.","start":505.415,"end":519.06,"sentiment":"neutral","sentiment_score":0.037194889304893355},{"text":"Yes.","start":520.16003,"end":520.66003,"sentiment":"neutral","sentiment_score":0.04951471462845802},{"text":"And your upfront payment will be for May 11 to June 11.","start":524.80005,"end":533.03503,"sentiment":"neutral","sentiment_score":0.031800515949726105}],"sentiment":"neutral","sentiment_score":0.026025139235637405,"num_words":55,"start":459.88998,"end":533.03503},{"sentences":[{"text":"That is the coverage of the your upfront payment.","start":533.495,"end":537.115,"sentiment":"neutral","sentiment_score":0.04222854019867049},{"text":"Mhmm.","start":548.58,"end":549.08,"sentiment":"neutral","sentiment_score":0.0009464495815336704},{"text":"Yeah.","start":549.14,"end":549.64,"sentiment":"neutral","sentiment_score":0.005447028204798698},{"text":"Since the Is it for that, I'll be escalating that to our back end team for them to approve.","start":550.10004,"end":563.695,"sentiment":"neutral","sentiment_score":0.07445713328687768},{"text":"I'm not sure if that's possible yet.","start":563.695,"end":565.875,"sentiment":"neutral","sentiment_score":-0.26254655846527647}],"sentiment":"neutral","sentiment_score":-0.0009916226278889816,"num_words":37,"start":533.495,"end":565.875},{"sentences":[{"text":"You mean for the plan?","start":575.98,"end":577.44,"sentiment":"neutral","sentiment_score":-0.014176839217543601},{"text":"Mhmm.","start":590.00494,"end":590.245,"sentiment":"neutral","sentiment_score":-0.056235261261463165},{"text":"So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST.","start":590.245,"end":599.19,"sentiment":"neutral","sentiment_score":-0.18085371144115925},{"text":"Yeah.","start":602.37,"end":602.87,"sentiment":"neutral","sentiment_score":-0.0715012401342392},{"text":"And also a thirty day notice is required for cancellation if ever.","start":602.93,"end":607.83,"sentiment":"neutral","sentiment_score":-0.11920799997945626}],"sentiment":"neutral","sentiment_score":-0.12922217372272696,"num_words":35,"start":575.98,"end":607.83},{"sentences":[{"text":"Yeah.","start":625.7,"end":626.2,"sentiment":"neutral","sentiment_score":0.005656154826283455},{"text":"For your request, I'm going to escalate that one to our back end team first to confirm and for them to approve because I'm not sure yet about that.","start":627.46,"end":640.175,"sentiment":"neutral","sentiment_score":-0.040120970522021425},{"text":"You mean your technical issue?","start":645.27496,"end":646.975,"sentiment":"neutral","sentiment_score":-0.0936358317732811},{"text":"So, Supa Network advises that, they have figured that there is a possible fiber damage as the optical lights on the DigiSat box is red.","start":649.42004,"end":659.68,"sentiment":"neutral","sentiment_score":-0.13754550099372864},{"text":"So they have to dispatch a technician, a tech visit for you to check.","start":661.905,"end":669.68506,"sentiment":"neutral","sentiment_score":-0.04267344810068607}],"sentiment":"neutral","sentiment_score":-0.07651482361394006,"num_words":74,"start":625.7,"end":669.68506},{"sentences":[{"text":"Yeah.","start":671.825,"end":672.325,"sentiment":"neutral","sentiment_score":-0.0008649937808513641},{"text":"You mentioned it you mentioned next week?","start":675.26996,"end":677.58997,"sentiment":"neutral","sentiment_score":-0.00622603390365839},{"text":"Did they mention that next week, you said?","start":677.58997,"end":679.93,"sentiment":"neutral","sentiment_score":-0.013808729243464768},{"text":"Yeah.","start":683.67,"end":684.17,"sentiment":"neutral","sentiment_score":0.005394307896494865},{"text":"So if Mhmm.","start":684.63,"end":687.05,"sentiment":"neutral","sentiment_score":-0.01827338772515456}],"sentiment":"neutral","sentiment_score":-0.010217146016657352,"num_words":20,"start":671.825,"end":687.05},{"sentences":[{"text":"Yeah.","start":687.67,"end":688.17,"sentiment":"neutral","sentiment_score":-0.0711214542388916},{"text":"So mhmm.","start":688.745,"end":691.485,"sentiment":"neutral","sentiment_score":-0.2091675102710724},{"text":"Actually, we can we can adjust the your start date for the day that you'll be connected to the Internet.","start":696.025,"end":707.42,"sentiment":"neutral","sentiment_score":-8.689239621162415e-6},{"text":"If ever next week, you'll be able to mhmm.","start":709.72,"end":714.54,"sentiment":"neutral","sentiment_score":0.012875918712880876},{"text":"Mhmm.","start":719.09503,"end":719.59503,"sentiment":"neutral","sentiment_score":-0.04943181946873665}],"sentiment":"neutral","sentiment_score":-0.012823600322008133,"num_words":33,"start":687.67,"end":719.59503},{"sentences":[{"text":"Next week.","start":726.855,"end":727.755,"sentiment":"neutral","sentiment_score":0.04068385995924473},{"text":"Next yeah.","start":727.895,"end":728.615,"sentiment":"neutral","sentiment_score":0.05979452282190323},{"text":"Next week.","start":728.615,"end":729.27,"sentiment":"neutral","sentiment_score":0.04735465720295906},{"text":"Yeah.","start":731.83,"end":732.33,"sentiment":"neutral","sentiment_score":0.05597487837076187},{"text":"Next Wednesday.","start":732.71,"end":733.53,"sentiment":"neutral","sentiment_score":0.03299490828067064}],"sentiment":"neutral","sentiment_score":0.04640341943336858,"num_words":9,"start":726.855,"end":733.53},{"sentences":[{"text":"Mhmm.","start":735.27,"end":735.77,"sentiment":"neutral","sentiment_score":0.03404554724693298},{"text":"May.","start":738.55005,"end":739.05005,"sentiment":"neutral","sentiment_score":0.04117773845791817},{"text":"Mhmm.","start":739.99,"end":740.49,"sentiment":"neutral","sentiment_score":0.05330571532249451},{"text":"Yeah.","start":742.07,"end":742.39,"sentiment":"neutral","sentiment_score":0.09378072619438171},{"text":"That's correct.","start":742.39,"end":743.21,"sentiment":"neutral","sentiment_score":0.1461939886212349}],"sentiment":"neutral","sentiment_score":0.08578295074403286,"num_words":6,"start":735.27,"end":743.21},{"sentences":[{"text":"Yeah.","start":753.925,"end":754.405,"sentiment":"neutral","sentiment_score":0.023654909804463387},{"text":"The front payment.","start":754.405,"end":755.545,"sentiment":"neutral","sentiment_score":0.015543613893290363},{"text":"So if ever I'll just repeat it.","start":762.07,"end":765.51,"sentiment":"neutral","sentiment_score":0.023641385936311314},{"text":"April if ever Wednesday, your free month is April 22 to May 22, then your front payment will be May 23 up until June 23.","start":765.51,"end":781.095,"sentiment":"neutral","sentiment_score":0.041507750153541564},{"text":"Yeah.","start":781.635,"end":782.135,"sentiment":"neutral","sentiment_score":0.08461639285087585}],"sentiment":"neutral","sentiment_score":0.036705016208862934,"num_words":37,"start":753.925,"end":782.135},{"sentences":[{"text":"That's your front payment.","start":782.59503,"end":783.875,"sentiment":"neutral","sentiment_score":0.08164559304714203},{"text":"So your first bill were going to be June '24.","start":783.875,"end":788.55,"sentiment":"neutral","sentiment_score":0.028209925256669523},{"text":"June '24.","start":792.39,"end":793.61,"sentiment":"neutral","sentiment_score":0.0073829093016684055},{"text":"Yeah.","start":796.23,"end":796.55,"sentiment":"neutral","sentiment_score":0.041623279452323914},{"text":"That's the first payment, June 24 to July 24, your first bill.","start":796.55,"end":805.005,"sentiment":"neutral","sentiment_score":0.027983190802236397}],"sentiment":"neutral","sentiment_score":0.034512724566819336,"num_words":29,"start":782.59503,"end":805.005},{"sentences":[{"text":"Mhmm.","start":808.425,"end":808.925,"sentiment":"neutral","sentiment_score":-0.006556352600455284},{"text":"Mhmm.","start":817.69,"end":818.19,"sentiment":"neutral","sentiment_score":0.03939088433980942},{"text":"Is it okay if you confirm that also to Supa Network?","start":818.73,"end":822.03,"sentiment":"neutral","sentiment_score":0.08500730110840364},{"text":"Like, give them a call?","start":823.77,"end":825.15,"sentiment":"neutral","sentiment_score":0.0386508859694004},{"text":"Actually, we can email them since there's an ongoing in progress ticket that we raised just yesterday.","start":830.915,"end":841.175,"sentiment":"neutral","sentiment_score":0.06487418886493235}],"sentiment":"neutral","sentiment_score":0.06468658527093274,"num_words":35,"start":808.425,"end":841.175},{"sentences":[{"text":"Yeah.","start":841.875,"end":842.115,"sentiment":"neutral","sentiment_score":0.0877378061413765},{"text":"But it it's much better if you also call them to confirm that you're wanted to proceed with the technician visit.","start":842.115,"end":851.51996,"sentiment":"neutral","sentiment_score":0.08222650364041328},{"text":"Yeah.","start":857.98,"end":858.3,"sentiment":"neutral","sentiment_score":0.03194751963019371},{"text":"You can give this call number.","start":858.3,"end":860.39996,"sentiment":"neutral","sentiment_score":0.018586734620233376},{"text":"So this number, our office hour is nine AM to 6PM.","start":860.915,"end":866.69495,"sentiment":"neutral","sentiment_score":0.03147084994072264}],"sentiment":"neutral","sentiment_score":0.057603541482239964,"num_words":40,"start":841.875,"end":866.69495},{"sentences":[{"text":"Mhmm.","start":867.875,"end":868.035,"sentiment":"neutral","sentiment_score":0.034488923847675323},{"text":"Yeah.","start":868.035,"end":868.535,"sentiment":"neutral","sentiment_score":0.06005731225013733},{"text":"And our after hours mhmm.","start":869.07495,"end":871.495,"sentiment":"neutral","sentiment_score":0.03937798775732517},{"text":"But we do also have our after hours support, which I think you also spoke with him yesterday.","start":874.08997,"end":879.23,"sentiment":"neutral","sentiment_score":0.08404085226356983},{"text":"Yeah.","start":879.52997,"end":880.02997,"sentiment":"neutral","sentiment_score":0.07001897692680359}],"sentiment":"neutral","sentiment_score":0.07208424971367304,"num_words":26,"start":867.875,"end":880.02997},{"sentences":[{"text":"The guy.","start":880.33,"end":882.35,"sentiment":"neutral","sentiment_score":0.04855211637914181},{"text":"Yeah.","start":885.5329,"end":886.0329,"sentiment":"neutral","sentiment_score":0.07318991422653198},{"text":"Okay.","start":886.1729,"end":886.6729,"sentiment":"neutral","sentiment_score":0.073881134390831},{"text":"Sure.","start":886.89294,"end":887.39294,"sentiment":"neutral","sentiment_score":0.04422500357031822},{"text":"Thank you.","start":887.8529,"end":888.6729,"sentiment":"positive","sentiment_score":0.6878867745399475}],"sentiment":"neutral","sentiment_score":0.2377391191465514,"num_words":7,"start":880.33,"end":888.6729},{"sentences":[{"text":"Bye.","start":889.0529,"end":889.5529,"sentiment":"neutral","sentiment_score":-0.08545943349599838}],"sentiment":"neutral","sentiment_score":-0.08545943349599838,"num_words":1,"start":889.0529,"end":889.5529}]}}]},{"alternatives":[{"transcript":"Hello? Yeah. Yep. Yep. My Yeah. I'm blue. Yes. What do you mean? What do you want? What do you want? Cancel my no. I do I just I just want to cancel my service. No. No need. Hello? Yeah. I just want to cancel my service. Can I? Can I cancel my service? Yes. From today. What happened? Because because from yesterday, I tried to connect my Internet, and there's no work. I tried to call this number, but nobody answer. I try lots of times. Nobody answer during the daytime. And last night yeah. That is 12:30 in this morning. No. No. No. No. No. No. No. No. Yeah. This last night last night, 12:30 in the morning, I received a call, a missed call from you from your from this number. And then I received a message that show you try to try to contact me, but nobody answer and try to fix my problem because you you you seen my Internet still not still not connected. That is the message. That is 12:30 in the morning I received, and the missed call also as well. So, yeah, today, I go to that property and try to connect again, but no work. And I called the super super super works. I'm not sure. And yeah. And and I tried to call this number again, but no no nobody answer. Nobody answer always. I I should I received a message. That's this number. That's this number. So I I can call this number from Monday to Friday, the office hour, the the the yeah. And if if offline, I can contact you at the other number. Right? But this number, I always call, but nobody answer. Always nobody answer. Okay. Anyway, I just want to dis I just want to decide to cancel this service. I maybe I I changed another company, but not your company. Okay? What do you mean? So how much I need to pay? Or I can get the refund. Uh-huh. I don't understand. What do you mean? I don't I don't need to pay I I I I don't need to pay nothing, but I can't get my refund. Right? Why? Why? I didn't use any I I didn't use any Internet from from from your company. Why I can't get the refund? Only since since April 10. Today is today is sixteenth. I'm sorry. April 16. Only six days. Uh-huh. Why I can't I can't get the refund? So? Not not yeah. I know. I understand. They No. I tried to fix the problem, but nobody helped me. Okay? And I I for the Internet, I got two days off for my work. But until now, the problem still still on still still have. Yeah. The super the super net the the super already tell me they can send send someone to fix it next week, but next week, I I work for whole week. I don't have time. Yeah. I know. But if but if but if yesterday some someone someone answered the call, and they can send the person to come here today. That is two option. The first one, I cancel the service. You give me the refund. The second one, yes, I can keep the service, but you have to give me one month free. What do you think? Which month? Which month is free? This month or next month? So what is the 63 I I first payment for for for what? Yeah. To May '10. That is free? So what about, I pay for the first time payments the first time payment? So your contract have one free one one month free already have one month free. Right? Yeah. Can I get one more? Can I get one more free? And I want I want to ask you It's how much how much you need to pay for the super? Now if I cancel the my service, so I can't get my refund. But how much you you you you just say the super already send the invoice to you. So how much is there? Okay. I can keep my service, but could you please give me one more free one month one more one month free? One month, that is $63. Is that right? Okay. And what's the and what's the problem? How to fix it? Yes. Well, Next week. Yes. Next Wednesday. Next Wednesday. That is four days later. Yeah. So this month, I can't use the Internet. So that is one month free. Not not good for me. So I think you you mhmm. From the from the the okay. So if if next Wednesday, that Internet already already worked. Yeah. So the first you you you mean the one month free starts from the next month Wednesday. Right? Next Wednesday. The '20 April 2. And the April 22 to twenty second of May, that is one month free. And and the May to June 23, that is the first payment. Right? So I need to pay from July. Right? Yes. Yes. So so next payment so next payment is June 23. Right? To June 24. Mm-mm. Okay. Okay. I try one more time. Okay? Please send someone to fix the problem next week. I give them a call. You can give them a call. Okay. I will call I will call her. Okay. I will call them. And one more thing is and one more thing is if have any problem, can I call this number? Can I call this number? I know. I know. Nine to five. Right? Monday through Friday. Yes. Mhmm. Yes. I know. Okay. I will call them. Alright. Thank you. 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Yeah. Yep. Yep. My Yeah.\n\nI'm blue. Yes. What do you mean? What do you want? What do you want?\n\nCancel my no. I do I just I just want to cancel my service. No. No need. Hello?\n\nYeah. I just want to cancel my service. Can I? Can I cancel my service? Yes.\n\nFrom today. What happened? Because because from yesterday, I tried to connect my Internet, and there's no work. I tried to call this number, but nobody answer. I try lots of times.\n\nNobody answer during the daytime. And last night yeah. That is 12:30 in this morning. No. No.\n\nNo. No. No. No. No.\n\nNo. Yeah. This last night last night, 12:30 in the morning, I received a call, a missed call from you from your from this number. And then I received a message that show you try to try to contact me, but nobody answer and try to fix my problem because you you you seen my Internet still not still not connected. That is the message.\n\nThat is 12:30 in the morning I received, and the missed call also as well. So, yeah, today, I go to that property and try to connect again, but no work. And I called the super super super works. I'm not sure. And yeah.\n\nAnd and I tried to call this number again, but no no nobody answer. Nobody answer always. I I should I received a message. That's this number. That's this number.\n\nSo I I can call this number from Monday to Friday, the office hour, the the the yeah. And if if offline, I can contact you at the other number. Right? But this number, I always call, but nobody answer. Always nobody answer.\n\nOkay. Anyway, I just want to dis I just want to decide to cancel this service. I maybe I I changed another company, but not your company. Okay? What do you mean?\n\nSo how much I need to pay? Or I can get the refund. Uh-huh. I don't understand. What do you mean?\n\nI don't I don't need to pay I I I I don't need to pay nothing, but I can't get my refund. Right? Why? Why? I didn't use any I I didn't use any Internet from from from your company.\n\nWhy I can't get the refund? Only since since April 10. Today is today is sixteenth. I'm sorry. April 16.\n\nOnly six days. Uh-huh. Why I can't I can't get the refund? So? Not not yeah.\n\nI know. I understand. They No. I tried to fix the problem, but nobody helped me. Okay?\n\nAnd I I for the Internet, I got two days off for my work. But until now, the problem still still on still still have. Yeah. The super the super net the the super already tell me they can send send someone to fix it next week, but next week, I I work for whole week. I don't have time.\n\nYeah. I know. But if but if but if yesterday some someone someone answered the call, and they can send the person to come here today. That is two option. The first one, I cancel the service.\n\nYou give me the refund. The second one, yes, I can keep the service, but you have to give me one month free. What do you think? Which month? Which month is free?\n\nThis month or next month? So what is the 63 I I first payment for for for what? Yeah. To May '10. That is free?\n\nSo what about, I pay for the first time payments the first time payment? So your contract have one free one one month free already have one month free. Right? Yeah. Can I get one more?\n\nCan I get one more free? And I want I want to ask you It's how much how much you need to pay for the super? Now if I cancel the my service, so I can't get my refund. But how much you you you you just say the super already send the invoice to you. So how much is there?\n\nOkay. I can keep my service, but could you please give me one more free one month one more one month free? One month, that is $63. Is that right? Okay.\n\nAnd what's the and what's the problem? How to fix it? Yes. Well, Next week. Yes.\n\nNext Wednesday. Next Wednesday. That is four days later. Yeah. So this month, I can't use the Internet.\n\nSo that is one month free. Not not good for me. So I think you you mhmm. From the from the the okay. So if if next Wednesday, that Internet already already worked.\n\nYeah. So the first you you you mean the one month free starts from the next month Wednesday. Right? Next Wednesday. The '20 April 2.\n\nAnd the April 22 to twenty second of May, that is one month free. And and the May to June 23, that is the first payment. Right? So I need to pay from July. Right?\n\nYes. Yes. So so next payment so next payment is June 23. Right? To June 24.\n\nMm-mm. Okay. Okay. I try one more time. Okay?\n\nPlease send someone to fix the problem next week. I give them a call. You can give them a call. Okay. I will call I will call her.\n\nOkay. I will call them. And one more thing is and one more thing is if have any problem, can I call this number? Can I call this number? I know.\n\nI know. Nine to five. Right? Monday through Friday. Yes.\n\nMhmm. Yes. I know. Okay. I will call them.\n\nAlright. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.96,"end":1.46,"sentiment":"neutral","sentiment_score":0.006651620846241713},{"text":"Yeah.","start":5.8399997,"end":6.3399997,"sentiment":"neutral","sentiment_score":0.06388121098279953},{"text":"Yep.","start":7.3599997,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.012220112606883047},{"text":"Yep.","start":9.36,"end":9.86,"sentiment":"neutral","sentiment_score":-0.021693341434001923},{"text":"My Yeah.","start":11.679999,"end":12.495,"sentiment":"neutral","sentiment_score":-0.05670745298266411}],"sentiment":"neutral","sentiment_score":-0.008725883827234307,"num_words":6,"start":0.96,"end":12.495},{"sentences":[{"text":"I'm blue.","start":12.495,"end":13.395,"sentiment":"neutral","sentiment_score":-0.12242697551846504},{"text":"Yes.","start":20.494999,"end":20.994999,"sentiment":"neutral","sentiment_score":-0.03670286387205124},{"text":"What do you 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need.","start":96.635,"end":97.455,"sentiment":"neutral","sentiment_score":-0.16152817755937576},{"text":"Hello?","start":103.995,"end":104.495,"sentiment":"neutral","sentiment_score":-0.02228594571352005}],"sentiment":"neutral","sentiment_score":-0.19203548091981146,"num_words":18,"start":79.840004,"end":104.495},{"sentences":[{"text":"Yeah.","start":107.020004,"end":107.26,"sentiment":"neutral","sentiment_score":-0.03727705031633377},{"text":"I just want to cancel my service.","start":107.26,"end":109.1,"sentiment":"neutral","sentiment_score":-0.0735393613576889},{"text":"Can I?","start":109.1,"end":109.92,"sentiment":"neutral","sentiment_score":-0.059590358287096024},{"text":"Can I cancel my service?","start":109.98,"end":111.36,"sentiment":"neutral","sentiment_score":-0.06944589167833329},{"text":"Yes.","start":115.74,"end":116.24,"sentiment":"neutral","sentiment_score":0.01629866287112236}],"sentiment":"neutral","sentiment_score":-0.06263525574468076,"num_words":16,"start":107.020004,"end":116.24},{"sentences":[{"text":"From today.","start":116.38,"end":117.2,"sentiment":"neutral","sentiment_score":0.008383136708289385},{"text":"What happened?","start":126.805,"end":127.625,"sentiment":"neutral","sentiment_score":-0.052416371181607246},{"text":"Because because from yesterday, I tried to connect my Internet, and there's no work.","start":128.085,"end":138.59,"sentiment":"neutral","sentiment_score":-0.2826180319700922},{"text":"I tried to call this number, but nobody answer.","start":138.89,"end":142.11,"sentiment":"negative","sentiment_score":-0.3384939829508464},{"text":"I try lots of times.","start":143.20999,"end":144.56999,"sentiment":"negative","sentiment_score":-0.3596363842487335}],"sentiment":"neutral","sentiment_score":-0.27779208388528787,"num_words":32,"start":116.38,"end":144.56999},{"sentences":[{"text":"Nobody answer during the daytime.","start":144.56999,"end":146.75,"sentiment":"negative","sentiment_score":-0.3480521261692047},{"text":"And last night yeah.","start":150.26501,"end":152.505,"sentiment":"neutral","sentiment_score":-0.1878139227628708},{"text":"That is 12:30 in this morning.","start":152.505,"end":155.485,"sentiment":"neutral","sentiment_score":-0.13387484848499298},{"text":"No.","start":161.40999,"end":161.73,"sentiment":"negative","sentiment_score":-0.35295215249061584},{"text":"No.","start":161.73,"end":161.81,"sentiment":"negative","sentiment_score":-0.3900386095046997}],"sentiment":"neutral","sentiment_score":-0.2375150691060459,"num_words":17,"start":144.56999,"end":161.81},{"sentences":[{"text":"No.","start":161.81,"end":162.04999,"sentiment":"negative","sentiment_score":-0.3913394510746002},{"text":"No.","start":162.04999,"end":162.37,"sentiment":"negative","sentiment_score":-0.3921463191509247},{"text":"No.","start":162.37,"end":162.87,"sentiment":"negative","sentiment_score":-0.3673385381698608},{"text":"No.","start":163.17,"end":163.32999,"sentiment":"negative","sentiment_score":-0.4433146119117737},{"text":"No.","start":163.32999,"end":163.82999,"sentiment":"negative","sentiment_score":-0.4545603394508362}],"sentiment":"negative","sentiment_score":-0.4097398519515991,"num_words":5,"start":161.81,"end":163.82999},{"sentences":[{"text":"No.","start":164.37,"end":164.87,"sentiment":"neutral","sentiment_score":-0.2775268852710724},{"text":"Yeah.","start":165.40999,"end":165.90999,"sentiment":"neutral","sentiment_score":-0.23047927021980288},{"text":"This last night last night, 12:30 in the morning, I received a call, a missed call from you from your from this number.","start":166.20999,"end":176.585,"sentiment":"neutral","sentiment_score":-0.3152385399393413},{"text":"And then I received a message that show you try to try to contact me, but nobody answer and try to fix my problem because you you you seen my Internet still not still not connected.","start":177.125,"end":195.49,"sentiment":"negative","sentiment_score":-0.4690964917341868},{"text":"That is the message.","start":197.31,"end":199.17,"sentiment":"neutral","sentiment_score":-0.018813434056937695}],"sentiment":"negative","sentiment_score":-0.38032646173468004,"num_words":65,"start":164.37,"end":199.17},{"sentences":[{"text":"That is 12:30 in the morning I received, and the missed call also as well.","start":199.545,"end":206.125,"sentiment":"neutral","sentiment_score":-0.04747324548661709},{"text":"So, yeah, today, I go to that property and try to connect again, but no work.","start":206.745,"end":213.965,"sentiment":"neutral","sentiment_score":-0.09967829775996506},{"text":"And I called the super super super works.","start":214.34001,"end":217.8,"sentiment":"neutral","sentiment_score":-0.12742386292666197},{"text":"I'm not sure.","start":218.02,"end":218.92,"sentiment":"neutral","sentiment_score":-0.2992441455523173},{"text":"And yeah.","start":219.62001,"end":220.6,"sentiment":"neutral","sentiment_score":-0.032985398545861244}],"sentiment":"neutral","sentiment_score":-0.09750103599137881,"num_words":44,"start":199.545,"end":220.6},{"sentences":[{"text":"And and I tried to call this number again, but no no nobody answer.","start":221.94,"end":226.84,"sentiment":"neutral","sentiment_score":-0.1949025701199259},{"text":"Nobody answer always.","start":226.90001,"end":228.44,"sentiment":"neutral","sentiment_score":-0.2784930368264516},{"text":"I I should I received a message.","start":237.36499,"end":239.78499,"sentiment":"negative","sentiment_score":-0.3413194343447685},{"text":"That's this number.","start":239.92499,"end":240.885,"sentiment":"neutral","sentiment_score":-0.2116624265909195},{"text":"That's this number.","start":240.885,"end":242.105,"sentiment":"neutral","sentiment_score":-0.1924240638812383}],"sentiment":"neutral","sentiment_score":-0.2388536867996057,"num_words":30,"start":221.94,"end":242.105},{"sentences":[{"text":"So I I can call this number from Monday to Friday, the office hour, the the the yeah.","start":242.94,"end":250.88,"sentiment":"neutral","sentiment_score":-0.004357382965584596},{"text":"And if if offline, I can contact you at the other number.","start":251.5,"end":257.2,"sentiment":"neutral","sentiment_score":-0.013079931726679206},{"text":"Right?","start":257.5,"end":258.0,"sentiment":"neutral","sentiment_score":-0.007757308892905712},{"text":"But this number, I always call, but nobody answer.","start":258.67502,"end":262.435,"sentiment":"neutral","sentiment_score":-0.1558009973830647},{"text":"Always nobody answer.","start":262.435,"end":263.815,"sentiment":"neutral","sentiment_score":-0.31210484107335407}],"sentiment":"neutral","sentiment_score":-0.060038904247935426,"num_words":43,"start":242.94,"end":263.815},{"sentences":[{"text":"Okay.","start":272.66,"end":273.16,"sentiment":"neutral","sentiment_score":-0.07472662627696991},{"text":"Anyway, I just want to dis I just want to decide to cancel this service.","start":273.3,"end":278.76,"sentiment":"neutral","sentiment_score":-0.2522619222601255},{"text":"I maybe I I changed another company, but not your company.","start":278.82,"end":282.36,"sentiment":"neutral","sentiment_score":-0.2179323367097161},{"text":"Okay?","start":282.74,"end":283.24,"sentiment":"neutral","sentiment_score":-0.09355001151561736},{"text":"What do you mean?","start":314.255,"end":315.05502,"sentiment":"neutral","sentiment_score":-0.13200141675770283}],"sentiment":"neutral","sentiment_score":-0.21492083882912993,"num_words":32,"start":272.66,"end":315.05502},{"sentences":[{"text":"So how much I need to pay?","start":315.05502,"end":316.67502,"sentiment":"neutral","sentiment_score":-0.09678517920630318},{"text":"Or I can get the refund.","start":317.05502,"end":318.755,"sentiment":"neutral","sentiment_score":-0.06676976506908734},{"text":"Uh-huh.","start":333.58,"end":333.82,"sentiment":"neutral","sentiment_score":-0.1713467687368393},{"text":"I don't understand.","start":333.82,"end":334.78,"sentiment":"negative","sentiment_score":-0.42370383938153583},{"text":"What do you mean?","start":334.78,"end":335.6,"sentiment":"neutral","sentiment_score":-0.2552485764026642}],"sentiment":"neutral","sentiment_score":-0.1686460684452738,"num_words":21,"start":315.05502,"end":335.6},{"sentences":[{"text":"I don't I don't need to pay I I I I don't need to pay nothing, but I can't get my refund.","start":338.565,"end":344.805,"sentiment":"negative","sentiment_score":-0.36028040132739325},{"text":"Right?","start":344.805,"end":345.305,"sentiment":"neutral","sentiment_score":-0.11608561128377914},{"text":"Why?","start":347.76498,"end":348.26498,"sentiment":"neutral","sentiment_score":-0.09682658314704896},{"text":"Why?","start":350.00998,"end":350.50998,"sentiment":"neutral","sentiment_score":-0.17040148377418518},{"text":"I didn't use any I I didn't use any Internet from from from your company.","start":351.12997,"end":358.75,"sentiment":"neutral","sentiment_score":-0.25234614859024684}],"sentiment":"neutral","sentiment_score":-0.3023668684065342,"num_words":40,"start":338.565,"end":358.75},{"sentences":[{"text":"Why I can't get the refund?","start":359.05,"end":361.38998,"sentiment":"negative","sentiment_score":-0.37504958113034564},{"text":"Only since since April 10.","start":362.47498,"end":365.69498,"sentiment":"neutral","sentiment_score":-0.13279286921024322},{"text":"Today is today is sixteenth.","start":366.235,"end":369.375,"sentiment":"neutral","sentiment_score":-0.05997409597039223},{"text":"I'm sorry.","start":369.59497,"end":370.25497,"sentiment":"neutral","sentiment_score":-0.11578018590807915},{"text":"April 16.","start":370.395,"end":371.69498,"sentiment":"neutral","sentiment_score":-0.0691920854151249}],"sentiment":"neutral","sentiment_score":-0.17920384276658297,"num_words":20,"start":359.05,"end":371.69498},{"sentences":[{"text":"Only six days.","start":371.75497,"end":372.81497,"sentiment":"neutral","sentiment_score":-0.08062281211217244},{"text":"Uh-huh.","start":375.08002,"end":375.58002,"sentiment":"neutral","sentiment_score":-0.07582090049982071},{"text":"Why I can't I can't get the refund?","start":375.72,"end":378.46002,"sentiment":"neutral","sentiment_score":-0.27720314264297485},{"text":"So?","start":388.815,"end":389.315,"sentiment":"neutral","sentiment_score":-0.07219073176383972},{"text":"Not not yeah.","start":390.17502,"end":391.855,"sentiment":"neutral","sentiment_score":-0.10550914456446965}],"sentiment":"neutral","sentiment_score":-0.1827520402148366,"num_words":16,"start":371.75497,"end":391.855},{"sentences":[{"text":"I know.","start":391.855,"end":392.415,"sentiment":"neutral","sentiment_score":-0.07833139598369598},{"text":"I understand.","start":392.415,"end":393.155,"sentiment":"neutral","sentiment_score":-0.05797785893082619},{"text":"They No.","start":394.095,"end":397.95502,"sentiment":"neutral","sentiment_score":-0.15758857131004333},{"text":"I tried to fix the problem, but nobody helped me.","start":399.295,"end":402.355,"sentiment":"neutral","sentiment_score":-0.2473250925540924},{"text":"Okay?","start":405.99,"end":406.49,"sentiment":"neutral","sentiment_score":-0.07366770505905151}],"sentiment":"neutral","sentiment_score":-0.18439495782641804,"num_words":17,"start":391.855,"end":406.49},{"sentences":[{"text":"And I I for the Internet, I got two days off for my work.","start":407.27,"end":412.88998,"sentiment":"neutral","sentiment_score":-0.25619520034108845},{"text":"But until now, the problem still still on still still have.","start":413.59,"end":418.40997,"sentiment":"negative","sentiment_score":-0.38313591344790027},{"text":"Yeah.","start":420.20502,"end":420.445,"sentiment":"neutral","sentiment_score":-0.12967640161514282},{"text":"The super the super net the the super already tell me they can send send someone to fix it next week, but next week, I I work for whole week.","start":420.445,"end":432.20502,"sentiment":"neutral","sentiment_score":-0.16487515792250634},{"text":"I don't have time.","start":432.20502,"end":433.345,"sentiment":"neutral","sentiment_score":-0.33077748864889145}],"sentiment":"neutral","sentiment_score":-0.23667114910980067,"num_words":60,"start":407.27,"end":433.345},{"sentences":[{"text":"Yeah.","start":444.08002,"end":444.32,"sentiment":"neutral","sentiment_score":-0.09068525582551956},{"text":"I know.","start":444.32,"end":444.98,"sentiment":"neutral","sentiment_score":-0.08366963267326355},{"text":"But if but if but if yesterday some someone someone answered the call, and they can send the person to come here today.","start":445.04,"end":454.765,"sentiment":"neutral","sentiment_score":-0.04225315380355586},{"text":"That is two option.","start":464.28,"end":465.82,"sentiment":"neutral","sentiment_score":-0.060033051297068596},{"text":"The first one, I cancel the service.","start":466.12003,"end":468.38,"sentiment":"neutral","sentiment_score":-0.2174804082938603}],"sentiment":"neutral","sentiment_score":-0.08087411140267914,"num_words":37,"start":444.08002,"end":468.38},{"sentences":[{"text":"You give me the refund.","start":468.52002,"end":469.82,"sentiment":"neutral","sentiment_score":-0.22704830765724182},{"text":"The second one, yes, I can keep the service, but you have to give me one month free.","start":470.12003,"end":478.705,"sentiment":"neutral","sentiment_score":-0.08578804176714686},{"text":"What do you think?","start":482.44498,"end":483.50497,"sentiment":"neutral","sentiment_score":-0.02281142631545663},{"text":"Which month?","start":492.63,"end":493.27,"sentiment":"neutral","sentiment_score":0.019141966477036476},{"text":"Which month is free?","start":493.27,"end":494.57,"sentiment":"neutral","sentiment_score":0.031239540316164494}],"sentiment":"neutral","sentiment_score":-0.07901302730721055,"num_words":33,"start":468.52002,"end":494.57},{"sentences":[{"text":"This month or next month?","start":494.71,"end":497.11,"sentiment":"neutral","sentiment_score":0.012185043096542359},{"text":"So what is the 63 I I first payment for for for what?","start":497.11,"end":503.21,"sentiment":"neutral","sentiment_score":-0.00002244007415496386},{"text":"Yeah.","start":509.165,"end":509.665,"sentiment":"neutral","sentiment_score":0.05029784142971039},{"text":"To May '10.","start":517.165,"end":518.13,"sentiment":"neutral","sentiment_score":0.025421967109044392},{"text":"That is free?","start":518.29,"end":519.27,"sentiment":"neutral","sentiment_score":0.02692376884321372}],"sentiment":"neutral","sentiment_score":0.01071874175220728,"num_words":25,"start":494.71,"end":519.27},{"sentences":[{"text":"So what about, I pay for the first time payments the first time payment?","start":519.49,"end":523.91003,"sentiment":"neutral","sentiment_score":0.030675993833158697},{"text":"So your contract have one free one one month free already have one month free.","start":539.985,"end":546.945,"sentiment":"neutral","sentiment_score":0.060890951504309974},{"text":"Right?","start":546.945,"end":547.445,"sentiment":"neutral","sentiment_score":0.016688184812664986},{"text":"Yeah.","start":549.85004,"end":550.09,"sentiment":"neutral","sentiment_score":0.073015958070755},{"text":"Can I get one more?","start":550.09,"end":551.37006,"sentiment":"neutral","sentiment_score":0.09848713725805283}],"sentiment":"neutral","sentiment_score":0.0534713337611821,"num_words":36,"start":519.49,"end":551.37006},{"sentences":[{"text":"Can I get one more free?","start":551.37006,"end":552.91003,"sentiment":"neutral","sentiment_score":0.13061177482207617},{"text":"And I want I want to ask you It's how much how much you need to pay for the super?","start":564.065,"end":571.765,"sentiment":"neutral","sentiment_score":-0.13161904336884617},{"text":"Now if I cancel the my service, so I can't get my refund.","start":578.52,"end":582.38,"sentiment":"neutral","sentiment_score":-0.29461992933199954},{"text":"But how much you you you you just say the super already send the invoice to you.","start":582.52,"end":587.98,"sentiment":"neutral","sentiment_score":-0.09229365626678747},{"text":"So how much is there?","start":588.12,"end":589.5,"sentiment":"neutral","sentiment_score":-0.037299644947052}],"sentiment":"neutral","sentiment_score":-0.12187310952510012,"num_words":61,"start":551.37006,"end":589.5},{"sentences":[{"text":"Okay.","start":611.77997,"end":612.27997,"sentiment":"neutral","sentiment_score":0.03282850235700607},{"text":"I can keep my service, but could you please give me one more free one month one more one month free?","start":612.74,"end":619.345,"sentiment":"neutral","sentiment_score":0.054885881287711005},{"text":"One month, that is $63.","start":620.685,"end":623.745,"sentiment":"neutral","sentiment_score":0.00003306753933429718},{"text":"Is that right?","start":623.885,"end":624.705,"sentiment":"neutral","sentiment_score":0.027936831737558048},{"text":"Okay.","start":638.74,"end":639.22,"sentiment":"neutral","sentiment_score":-0.0626438781619072}],"sentiment":"neutral","sentiment_score":0.03892786981117341,"num_words":31,"start":611.77997,"end":639.22},{"sentences":[{"text":"And what's the and what's the problem?","start":639.22,"end":641.88,"sentiment":"neutral","sentiment_score":-0.08664225680487496},{"text":"How to fix it?","start":642.1,"end":643.31995,"sentiment":"neutral","sentiment_score":-0.1521061398088932},{"text":"Yes.","start":647.135,"end":647.635,"sentiment":"neutral","sentiment_score":-0.03156891465187073},{"text":"Well, Next week.","start":672.81,"end":680.90497,"sentiment":"neutral","sentiment_score":-0.005486189387738705},{"text":"Yes.","start":680.90497,"end":681.385,"sentiment":"neutral","sentiment_score":0.0126805417239666}],"sentiment":"neutral","sentiment_score":-0.07814170612255111,"num_words":16,"start":639.22,"end":681.385},{"sentences":[{"text":"Next Wednesday.","start":681.385,"end":682.125,"sentiment":"neutral","sentiment_score":0.0030431095510721207},{"text":"Next Wednesday.","start":684.265,"end":685.08496,"sentiment":"neutral","sentiment_score":-0.004777220077812672},{"text":"That is four days later.","start":685.225,"end":686.845,"sentiment":"neutral","sentiment_score":-0.02676100879907608},{"text":"Yeah.","start":687.59,"end":687.99005,"sentiment":"neutral","sentiment_score":-0.04106602817773819},{"text":"So this month, I can't use the Internet.","start":687.99005,"end":690.17004,"sentiment":"neutral","sentiment_score":-0.25188250839710236}],"sentiment":"neutral","sentiment_score":-0.12185552002241214,"num_words":18,"start":681.385,"end":690.17004},{"sentences":[{"text":"So that is one month free.","start":690.79004,"end":692.73004,"sentiment":"neutral","sentiment_score":-0.20700374990701675},{"text":"Not not good for me.","start":692.79004,"end":695.13,"sentiment":"negative","sentiment_score":-0.6190638303756714},{"text":"So I think you you mhmm.","start":695.75,"end":698.09,"sentiment":"neutral","sentiment_score":-0.08270776807330549},{"text":"From the from the the okay.","start":709.89496,"end":713.575,"sentiment":"neutral","sentiment_score":0.0074884047110875445},{"text":"So if if next Wednesday, that Internet already already worked.","start":713.575,"end":720.27,"sentiment":"neutral","sentiment_score":-0.04394913278520107}],"sentiment":"neutral","sentiment_score":-0.15842876240441744,"num_words":33,"start":690.79004,"end":720.27},{"sentences":[{"text":"Yeah.","start":720.65,"end":721.05005,"sentiment":"neutral","sentiment_score":-0.0059387171640992165},{"text":"So the first you you you mean the one month free starts from the next month Wednesday.","start":721.05005,"end":727.39,"sentiment":"neutral","sentiment_score":0.049904665964491224},{"text":"Right?","start":727.45,"end":727.95,"sentiment":"neutral","sentiment_score":0.05329379439353943},{"text":"Next Wednesday.","start":729.995,"end":730.895,"sentiment":"neutral","sentiment_score":0.04539196565747261},{"text":"The '20 April 2.","start":731.475,"end":734.495,"sentiment":"neutral","sentiment_score":0.043547543697059155}],"sentiment":"neutral","sentiment_score":0.046428340189158916,"num_words":25,"start":720.65,"end":734.495},{"sentences":[{"text":"And the April 22 to twenty second of May, that is one month free.","start":734.875,"end":741.535,"sentiment":"neutral","sentiment_score":0.049174623164747445},{"text":"And and the May to June 23, that is the first payment.","start":741.54,"end":751.72,"sentiment":"neutral","sentiment_score":0.05224540984878937},{"text":"Right?","start":751.86,"end":752.36,"sentiment":"neutral","sentiment_score":0.032714150846004486},{"text":"So I need to pay from July.","start":752.89996,"end":757.245,"sentiment":"neutral","sentiment_score":0.007171509388302054},{"text":"Right?","start":757.46497,"end":757.96497,"sentiment":"neutral","sentiment_score":0.026734212413430217}],"sentiment":"neutral","sentiment_score":0.040715387756271024,"num_words":35,"start":734.875,"end":757.96497},{"sentences":[{"text":"Yes.","start":773.83,"end":774.33,"sentiment":"neutral","sentiment_score":0.05911363661289215},{"text":"Yes.","start":778.55,"end":779.05,"sentiment":"neutral","sentiment_score":0.048211805522441864},{"text":"So so next payment so next payment is June 23.","start":786.47504,"end":790.635,"sentiment":"neutral","sentiment_score":0.014841050282120705},{"text":"Right?","start":790.635,"end":791.135,"sentiment":"neutral","sentiment_score":0.019683556631207463},{"text":"To June 24.","start":792.395,"end":795.85504,"sentiment":"neutral","sentiment_score":0.010573110853632292}],"sentiment":"neutral","sentiment_score":0.019196177134290338,"num_words":16,"start":773.83,"end":795.85504},{"sentences":[{"text":"Mm-mm.","start":796.5,"end":797.0,"sentiment":"neutral","sentiment_score":0.0337555818259716},{"text":"Okay.","start":806.74,"end":807.24,"sentiment":"neutral","sentiment_score":0.03677406534552574},{"text":"Okay.","start":807.62,"end":808.12,"sentiment":"neutral","sentiment_score":0.02487590909004211},{"text":"I try one more time.","start":808.90497,"end":810.365,"sentiment":"neutral","sentiment_score":-0.14809745401144028},{"text":"Okay?","start":810.58496,"end":811.08496,"sentiment":"neutral","sentiment_score":-0.07176627218723297}],"sentiment":"neutral","sentiment_score":-0.07964977622032166,"num_words":9,"start":796.5,"end":811.08496},{"sentences":[{"text":"Please send someone to fix the problem next week.","start":811.38495,"end":816.445,"sentiment":"neutral","sentiment_score":-0.13866335650285086},{"text":"I give them a call.","start":826.02,"end":827.32,"sentiment":"neutral","sentiment_score":0.051906877756118776},{"text":"You can give them a call.","start":827.46,"end":829.0,"sentiment":"neutral","sentiment_score":0.07996943096319835},{"text":"Okay.","start":839.60504,"end":840.085,"sentiment":"neutral","sentiment_score":0.06754892319440842},{"text":"I will call I will call her.","start":840.085,"end":841.86505,"sentiment":"neutral","sentiment_score":0.054319611617497036}],"sentiment":"neutral","sentiment_score":-0.002172608194606645,"num_words":28,"start":811.38495,"end":841.86505},{"sentences":[{"text":"Okay.","start":845.28503,"end":845.685,"sentiment":"neutral","sentiment_score":0.09907296299934389},{"text":"I will call them.","start":845.685,"end":846.825,"sentiment":"neutral","sentiment_score":0.08706521801650524},{"text":"And one more thing is and one more thing is if have any problem, can I call this number?","start":848.965,"end":855.72,"sentiment":"neutral","sentiment_score":0.022243905028230267},{"text":"Can I call this number?","start":858.42,"end":859.72,"sentiment":"neutral","sentiment_score":0.030428820103406907},{"text":"I know.","start":864.885,"end":865.445,"sentiment":"neutral","sentiment_score":0.03309505432844162}],"sentiment":"neutral","sentiment_score":0.03510652386373089,"num_words":31,"start":845.28503,"end":865.445},{"sentences":[{"text":"I know.","start":865.445,"end":866.005,"sentiment":"neutral","sentiment_score":0.029556578025221825},{"text":"Nine to five.","start":866.005,"end":866.885,"sentiment":"neutral","sentiment_score":0.028869400421778362},{"text":"Right?","start":866.885,"end":867.385,"sentiment":"neutral","sentiment_score":0.04012778401374817},{"text":"Monday through Friday.","start":869.205,"end":870.34503,"sentiment":"neutral","sentiment_score":0.04556659236550331},{"text":"Yes.","start":872.325,"end":872.825,"sentiment":"neutral","sentiment_score":0.10208932310342787}],"sentiment":"neutral","sentiment_score":0.04246382415294647,"num_words":10,"start":865.445,"end":872.825},{"sentences":[{"text":"Mhmm.","start":878.16504,"end":878.66504,"sentiment":"neutral","sentiment_score":0.05320899561047554},{"text":"Yes.","start":880.34,"end":880.74,"sentiment":"neutral","sentiment_score":0.06843914836645126},{"text":"I know.","start":880.74,"end":881.4,"sentiment":"neutral","sentiment_score":0.04216591268777847},{"text":"Okay.","start":883.14,"end":883.64,"sentiment":"neutral","sentiment_score":0.08025871217250824},{"text":"I will call them.","start":883.7,"end":884.84,"sentiment":"neutral","sentiment_score":0.0610574958845973}],"sentiment":"neutral","sentiment_score":0.05894096278482013,"num_words":9,"start":878.16504,"end":884.84},{"sentences":[{"text":"Alright.","start":887.86,"end":888.34,"sentiment":"positive","sentiment_score":0.620940089225769},{"text":"Thank you.","start":888.34,"end":888.9,"sentiment":"positive","sentiment_score":0.7472054660320282},{"text":"Bye.","start":888.9,"end":889.4,"sentiment":"positive","sentiment_score":0.4397374093532562}],"sentiment":"positive","sentiment_score":0.6387721076607704,"num_words":4,"start":887.86,"end":889.4}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Yes. Hello. Good afternoon. This is Maureen from Airtel\n\nChannel 1: Yeah.\n\nChannel 0: tech support.\n\nChannel 1: Yep.\n\nChannel 0: Am I speaking with Luang?\n\nChannel 1: Yep. My\n\nChannel 0: Like\n\nChannel 1: Yeah. I'm blue.\n\nChannel 0: yeah, we received the ticket that you submitted that you wanted to cancel the service.\n\nChannel 1: Yes.\n\nChannel 0: Yeah. Okay. So, actually, upon checking your account, we just wanted to make you aware that we won't be able to refund the payment as we also did settle the payment for Supa Network since the service is activated.\n\nChannel 1: What do you mean?\n\nChannel 0: So since the day you sign up, we also did settle a payment for Supa Network for them to activate the service at the address. And in that case, we won't be able to refund the your payment.\n\nChannel 1: What do you want?\n\nChannel 0: Sorry?\n\nChannel 1: What do you want?\n\nChannel 0: Do you want me to help you connect\n\nChannel 1: Cancel\n\nChannel 0: to the Internet?\n\nChannel 1: my no. I do I just I just want to cancel my service.\n\nChannel 0: Okay. Is it okay if I coordinate that to our accounts department then since you already decided?\n\nChannel 1: No. No need.\n\nChannel 0: Oh, sorry. Hello?\n\nChannel 1: Hello? Yeah. I just want to cancel my service. Can I? Can I cancel my service?\n\nChannel 0: Mhmm. Yeah. Sure. We can is it today?\n\nChannel 1: Yes. From today.\n\nChannel 0: Yeah. Sure. We can cancel the service today. But may I just know what happened with\n\nChannel 1: What\n\nChannel 0: the\n\nChannel 1: happened?\n\nChannel 0: with your conversation?\n\nChannel 1: Because\n\nChannel 0: Mhmm.\n\nChannel 1: because from yesterday, I tried to connect my Internet, and there's no work. I tried to call this number, but nobody answer. I try lots of times. Nobody answer during the daytime. And last night yeah.\n\nThat is 12:30 in this\n\nChannel 0: Mhmm.\n\nChannel 1: morning.\n\nChannel 0: Actually, I remember that I answered your call earlier, but you put me on hold because I think\n\nChannel 1: No. No. No. No. No.\n\nChannel 0: Supa Network\n\nChannel 1: No.\n\nChannel 0: is\n\nChannel 1: No.\n\nChannel 0: calling you.\n\nChannel 1: No. Yeah. This last night last night, 12:30 in the morning, I received a call, a missed call from you from your from this number. And then I received a message that show you try to try to contact me, but nobody answer and try to fix my problem because you you you seen my Internet still not still not connected. That is the message.\n\nThat is 12:30 in the morning I received, and\n\nChannel 0: Mhmm.\n\nChannel 1: the missed call also as well. So, yeah, today, I go to that property and try to connect again, but no work. And I called the super super super works. I'm not sure.\n\nChannel 0: Mhmm. Super Network.\n\nChannel 1: And\n\nChannel 0: Mhmm.\n\nChannel 1: yeah.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: They call\n\nChannel 1: and\n\nChannel 0: you\n\nChannel 1: I\n\nChannel 0: because\n\nChannel 1: tried to call this number again, but no no nobody answer. Nobody answer always.\n\nChannel 0: But our accounts department advises that you code and they answer your call.\n\nChannel 1: I\n\nChannel 0: But,\n\nChannel 1: I should\n\nChannel 0: unfortunately,\n\nChannel 1: I received a\n\nChannel 0: I\n\nChannel 1: message.\n\nChannel 0: was\n\nChannel 1: That's this number. That's this number.\n\nChannel 0: Mhmm.\n\nChannel 1: So I I can call this number from Monday to Friday, the office hour, the the the yeah. And if if offline, I can contact you at the other number. Right? But this\n\nChannel 0: Yeah.\n\nChannel 1: number, I\n\nChannel 0: After\n\nChannel 1: always\n\nChannel 0: 16.\n\nChannel 1: call, but nobody answer. Always nobody answer.\n\nChannel 0: Okay. So upon checking the call logs, I received your call earlier.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: Anyway,\n\nChannel 0: And\n\nChannel 1: I\n\nChannel 0: then\n\nChannel 1: just\n\nChannel 0: after\n\nChannel 1: want to dis I just want to decide to cancel this service. I maybe I I changed another company, but not your company. Okay?\n\nChannel 0: Mhmm. Yeah. So regarding the cancellation, we can proceed with the cancellation. But for the refund, unfortunately, we cannot proceed with the refund because we also did settle the payment for Supa Network activating the service. Then we'll also going to pay for the cancellation fee then to Supa Network.\n\nSo your refund request is not possible, but we can proceed with the cancellation today.\n\nChannel 1: What do you mean? So how much I need to pay? Or I can get the refund.\n\nChannel 0: Actually, no need for you to pay for the cancellation fee. But for the refund, we cannot process it.\n\nChannel 1: Uh-huh. I don't understand. What do you mean? I don't\n\nChannel 0: So\n\nChannel 1: I don't need\n\nChannel 0: mhmm.\n\nChannel 1: to pay I I I I don't need to pay nothing, but I can't get my refund. Right?\n\nChannel 0: Yeah. That's correct. Because\n\nChannel 1: Why?\n\nChannel 0: we also did settle we\n\nChannel 1: Why?\n\nChannel 0: settle a payment with\n\nChannel 1: I didn't\n\nChannel 0: Supernatural\n\nChannel 1: use\n\nChannel 0: Social.\n\nChannel 1: any I I didn't use any Internet from from from your company. Why I can't get the refund? Only since since April 10. Today is today is sixteenth.\n\nChannel 0: Mhmm.\n\nChannel 1: I'm sorry. April 16. Only six days. Uh-huh. Why I can't I can't get the refund?\n\nChannel 0: Yeah. Because when activating a service, Supa Network is also invoicing us\n\nChannel 1: So?\n\nChannel 0: for the payment\n\nChannel 1: Not\n\nChannel 0: before them\n\nChannel 1: not\n\nChannel 0: mhmm.\n\nChannel 1: yeah. I know. I understand. They\n\nChannel 0: And we're trying to fix your problem, but\n\nChannel 1: No. I tried to fix the problem, but nobody helped me.\n\nChannel 0: but\n\nChannel 1: Okay?\n\nChannel 0: I answered your call\n\nChannel 1: And\n\nChannel 0: earlier,\n\nChannel 1: I\n\nChannel 0: and you\n\nChannel 1: I\n\nChannel 0: put me on hold.\n\nChannel 1: for the Internet, I got two days off for my work. But until now, the problem still still on still still have. Yeah. The super the super net the the super already tell me they can send send someone to fix it next week, but next week, I I work for whole week. I don't have time.\n\nChannel 0: Yeah. But, unfortunately, that is the nearest available schedule of our technician.\n\nChannel 1: Yeah.\n\nChannel 0: That\n\nChannel 1: I know.\n\nChannel 0: is why\n\nChannel 1: But\n\nChannel 0: they\n\nChannel 1: if\n\nChannel 0: schedule it.\n\nChannel 1: but if but if yesterday some someone someone answered the call, and they can send the person to come here today.\n\nChannel 0: He said that to you? Did he confirm that one?\n\nChannel 1: That is two option. The first one, I cancel the service. You give me the refund. The second one, yes, I can keep the service, but you have to give me one month free. What do you think?\n\nChannel 0: Actually, you already have the one month free that is included with the twelve month contract.\n\nChannel 1: Which month? Which month is free? This month or next month? So what is the 63 I I first payment for for for what?\n\nChannel 0: So you sign up April 10,\n\nChannel 1: Yeah.\n\nChannel 0: and your free month is April 10 to May 10, then your\n\nChannel 1: To May\n\nChannel 0: upfront\n\nChannel 1: '10.\n\nChannel 0: payment\n\nChannel 1: That is\n\nChannel 0: mhmm.\n\nChannel 1: free? So what about,\n\nChannel 0: Yes.\n\nChannel 1: I pay for the first time payments the first time payment?\n\nChannel 0: And your upfront payment will be for May 11 to June 11. That is the coverage of the your upfront payment.\n\nChannel 1: So your contract have one free one one month free already have one month free. Right?\n\nChannel 0: Mhmm. Yeah.\n\nChannel 1: Yeah. Can\n\nChannel 0: Since\n\nChannel 1: I get one\n\nChannel 0: the\n\nChannel 1: more? Can I get one more free?\n\nChannel 0: Is it for that, I'll be escalating that to our back end team for them to approve. I'm not\n\nChannel 1: And\n\nChannel 0: sure if\n\nChannel 1: I\n\nChannel 0: that's\n\nChannel 1: want\n\nChannel 0: possible\n\nChannel 1: I want to\n\nChannel 0: yet.\n\nChannel 1: ask you It's how much how much you need to pay for the super?\n\nChannel 0: You mean for the plan?\n\nChannel 1: Now if I cancel the my service, so I can't get my refund. But how much you you you you just say the super already send the invoice to you. So how much is there?\n\nChannel 0: Mhmm. So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST. Yeah. And also a thirty day notice is required for cancellation if ever.\n\nChannel 1: Okay. I can keep my service, but could you please give me one more free one month one more one month free? One month, that is $63. Is that right?\n\nChannel 0: Yeah. For your request, I'm going to escalate that one to our back end team first to confirm and for them to approve because I'm not sure yet\n\nChannel 1: Okay. And\n\nChannel 0: about\n\nChannel 1: what's\n\nChannel 0: that.\n\nChannel 1: the and what's the problem? How to fix it?\n\nChannel 0: You mean your technical issue?\n\nChannel 1: Yes.\n\nChannel 0: So, Supa Network advises that, they have figured that there is a possible fiber damage as the optical lights on the DigiSat box is red. So they have to dispatch a technician, a tech visit for you to check. Yeah.\n\nChannel 1: Well,\n\nChannel 0: You mentioned it you mentioned next week? Did they mention that next week, you said?\n\nChannel 1: Next week. Yes. Next Wednesday.\n\nChannel 0: Yeah.\n\nChannel 1: Next Wednesday.\n\nChannel 0: So if\n\nChannel 1: That is four days later.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: So this month,\n\nChannel 0: So\n\nChannel 1: I can't use the Internet. So\n\nChannel 0: mhmm.\n\nChannel 1: that is one month free. Not not good for me. So I\n\nChannel 0: Actually,\n\nChannel 1: think you you\n\nChannel 0: we can\n\nChannel 1: mhmm.\n\nChannel 0: we can adjust the your start date for the day that you'll be connected to the Internet. If\n\nChannel 1: From\n\nChannel 0: ever\n\nChannel 1: the\n\nChannel 0: next\n\nChannel 1: from\n\nChannel 0: week,\n\nChannel 1: the\n\nChannel 0: you'll\n\nChannel 1: the\n\nChannel 0: be able to\n\nChannel 1: okay. So\n\nChannel 0: mhmm.\n\nChannel 1: if if next Wednesday, that Internet already\n\nChannel 0: Mhmm.\n\nChannel 1: already worked. Yeah. So the first you you you mean the one month free starts from the next month\n\nChannel 0: Next\n\nChannel 1: Wednesday.\n\nChannel 0: week.\n\nChannel 1: Right?\n\nChannel 0: Next yeah. Next week.\n\nChannel 1: Next Wednesday. The\n\nChannel 0: Yeah.\n\nChannel 1: '20\n\nChannel 0: Next Wednesday.\n\nChannel 1: April 2. And the\n\nChannel 0: Mhmm.\n\nChannel 1: April 22 to twenty second\n\nChannel 0: May.\n\nChannel 1: of May, that\n\nChannel 0: Mhmm.\n\nChannel 1: is one month free. And\n\nChannel 0: Yeah. That's correct.\n\nChannel 1: and the May to June 23, that is the first payment. Right? So I need to pay\n\nChannel 0: Yeah. The front payment.\n\nChannel 1: from July. Right?\n\nChannel 0: So if ever I'll just repeat it. April if ever Wednesday, your free month is April 22 to May 22,\n\nChannel 1: Yes.\n\nChannel 0: then your front payment will be May 23\n\nChannel 1: Yes.\n\nChannel 0: up until June 23. Yeah. That's your front payment. So your first bill were\n\nChannel 1: So\n\nChannel 0: going\n\nChannel 1: so\n\nChannel 0: to\n\nChannel 1: next\n\nChannel 0: be\n\nChannel 1: payment\n\nChannel 0: June\n\nChannel 1: so\n\nChannel 0: '24.\n\nChannel 1: next payment is June 23. Right?\n\nChannel 0: June\n\nChannel 1: To\n\nChannel 0: '24.\n\nChannel 1: June 24.\n\nChannel 0: Yeah.\n\nChannel 1: Mm-mm.\n\nChannel 0: That's the first payment, June 24 to July 24, your first bill.\n\nChannel 1: Okay. Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: I try one more time. Okay? Please send someone to fix the problem next week.\n\nChannel 0: Mhmm. Is it okay if you confirm that also to Supa Network? Like, give them a call?\n\nChannel 1: I give them a call. You can give them a call.\n\nChannel 0: Actually, we can email them since there's an ongoing in progress ticket\n\nChannel 1: Okay.\n\nChannel 0: that we raised\n\nChannel 1: I will\n\nChannel 0: just\n\nChannel 1: call\n\nChannel 0: yesterday.\n\nChannel 1: I will call her.\n\nChannel 0: Yeah. But it it's much better if you also call them\n\nChannel 1: Okay.\n\nChannel 0: to confirm\n\nChannel 1: I will call them.\n\nChannel 0: that you're wanted\n\nChannel 1: And\n\nChannel 0: to proceed\n\nChannel 1: one more\n\nChannel 0: with\n\nChannel 1: thing\n\nChannel 0: the\n\nChannel 1: is\n\nChannel 0: technician\n\nChannel 1: and\n\nChannel 0: visit.\n\nChannel 1: one more thing is if have any problem, can I call this number?\n\nChannel 0: Yeah. You can\n\nChannel 1: Can I call this\n\nChannel 0: give\n\nChannel 1: number?\n\nChannel 0: this call number. So this number, our office hour is nine\n\nChannel 1: I know.\n\nChannel 0: AM\n\nChannel 1: I know.\n\nChannel 0: to 6PM.\n\nChannel 1: Nine to five. Right?\n\nChannel 0: Mhmm. Yeah. And\n\nChannel 1: Monday\n\nChannel 0: our\n\nChannel 1: through\n\nChannel 0: after\n\nChannel 1: Friday.\n\nChannel 0: hours mhmm.\n\nChannel 1: Yes.\n\nChannel 0: But we do also have our after hours support, which I think you also spoke with\n\nChannel 1: Mhmm.\n\nChannel 0: him yesterday. Yeah. The\n\nChannel 1: Yes. I know.\n\nChannel 0: guy.\n\nChannel 1: Okay. I will call them.\n\nChannel 0: Yeah. Okay. Sure. Thank\n\nChannel 1: Alright.\n\nChannel 0: you.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.96,"end":1.46,"sentiment":"neutral","sentiment_score":0.006651620846241713}],"sentiment":"neutral","sentiment_score":0.006651620846241713,"channel":1,"num_words":1,"start":0.96,"end":1.46},{"sentences":[{"text":"Yes.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.04117710888385773},{"text":"Hello.","start":2.96,"end":3.36,"sentiment":"neutral","sentiment_score":0.04998963326215744},{"text":"Good afternoon.","start":3.36,"end":4.26,"sentiment":"neutral","sentiment_score":0.20511626452207565},{"text":"This is Maureen from Airtel","start":4.3199997,"end":6.16,"sentiment":"neutral","sentiment_score":0.09407858848571778}],"sentiment":"neutral","sentiment_score":0.10797691262430614,"channel":0,"num_words":9,"start":2.6399999,"end":6.16},{"sentences":[{"text":"Yeah.","start":5.8399997,"end":6.3399997,"sentiment":"neutral","sentiment_score":0.06388121098279953}],"sentiment":"neutral","sentiment_score":0.06388121098279953,"channel":1,"num_words":1,"start":5.8399997,"end":6.3399997},{"sentences":[{"text":"tech support.","start":6.16,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.04346945509314537}],"sentiment":"neutral","sentiment_score":0.04346945509314537,"channel":0,"num_words":2,"start":6.16,"end":6.8999996},{"sentences":[{"text":"Yep.","start":7.3599997,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.012220112606883047}],"sentiment":"neutral","sentiment_score":0.012220112606883047,"channel":1,"num_words":1,"start":7.3599997,"end":7.8599997},{"sentences":[{"text":"Am I speaking with Luang?","start":7.52,"end":8.98,"sentiment":"neutral","sentiment_score":-0.0034989217296242715}],"sentiment":"neutral","sentiment_score":-0.0034989217296242715,"channel":0,"num_words":5,"start":7.52,"end":8.98},{"sentences":[{"text":"Yep.","start":9.36,"end":9.86,"sentiment":"neutral","sentiment_score":-0.021693341434001923},{"text":"My","start":11.679999,"end":12.015,"sentiment":"neutral","sentiment_score":-0.05231963098049164}],"sentiment":"neutral","sentiment_score":-0.03700648620724678,"channel":1,"num_words":2,"start":9.36,"end":12.015},{"sentences":[{"text":"Like","start":11.84,"end":12.0,"sentiment":"neutral","sentiment_score":-0.047406911849975586}],"sentiment":"neutral","sentiment_score":-0.047406911849975586,"channel":0,"num_words":1,"start":11.84,"end":12.0},{"sentences":[{"text":"Yeah.","start":12.255,"end":12.495,"sentiment":"neutral","sentiment_score":-0.06109527498483658},{"text":"I'm blue.","start":12.495,"end":13.395,"sentiment":"neutral","sentiment_score":-0.12242697551846504}],"sentiment":"neutral","sentiment_score":-0.10198307534058888,"channel":1,"num_words":3,"start":12.255,"end":13.395},{"sentences":[{"text":"yeah, we received the ticket that you submitted that you wanted to cancel the 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The customer agrees to cancel but is advised to escalate to the back end team. The agent explains that there is a cancellation fee and a 30-day notice required, but the customer's network has fiber damage and a technician needs to check. The agent will call the customer and confirm the appointment with Supa Network."},"intents":{"segments":[{"text":"yeah, we received the ticket that you submitted that you wanted to cancel the service. Yes. Yeah.","start_word":25,"end_word":41,"intents":[{"intent":"Cancel service","confidence_score":0.5280564}]},{"text":"Anyway, And I then just after want to dis I just want to decide to cancel this service. I maybe I I changed another company, but not your company. Okay?","start_word":530,"end_word":559,"intents":[{"intent":"Cancel service","confidence_score":0.08061701}]},{"text":"Why I can't get the refund?","start_word":726,"end_word":731,"intents":[{"intent":"Request refund","confidence_score":0.26534048}]},{"text":"The first one, I cancel the service. You give me the refund. The second one, yes, I can keep the service, but you have to give me one month free. What do you think?","start_word":936,"end_word":969,"intents":[{"intent":"Cancel service","confidence_score":0.0012776774}]},{"text":"Can Since I get one the more? Can I get one more free?","start_word":1093,"end_word":1105,"intents":[{"intent":"Confirm availability","confidence_score":0.0033581008}]},{"text":"Can Since I get one the more? Can I get one more free? Is it for that, I'll be escalating that to our back end team for them to approve.","start_word":1093,"end_word":1122,"intents":[{"intent":"Express dissatisfaction with service plan","confidence_score":0.0030927423}]},{"text":"Can Since I get one the more? Can I get one more free? Is it for that, I'll be escalating that to our back end team for them to approve. I'm not And sure if I that's want possible I want to yet. ask you It's how much how much you need to pay for the super? You mean for the plan?","start_word":1093,"end_word":1154,"intents":[{"intent":"Express confusion about plan pay","confidence_score":2.2932227e-7}]},{"text":"Can I get one more free?","start_word":1100,"end_word":1105,"intents":[{"intent":"Request free service","confidence_score":0.04835006},{"intent":"Offer free service","confidence_score":0.052016802}]},{"text":"So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST. Yeah.","start_word":1191,"end_word":1207,"intents":[{"intent":"Clarify cancellation fee","confidence_score":0.012966281},{"intent":"Provide information about cancellation fee","confidence_score":0.0053466144},{"intent":"Offer refund","confidence_score":0.0056876508}]},{"text":"I can keep my service, but could you please give me one more free one month one more one month free?","start_word":1221,"end_word":1241,"intents":[{"intent":"Confirm service plan","confidence_score":0.005411671}]},{"text":"And about what's that. the and what's the problem? How to fix it? You mean your technical issue?","start_word":1279,"end_word":1296,"intents":[{"intent":"Explain problem resolution","confidence_score":0.026198769}]},{"text":"Next Wednesday. Yeah. Next Wednesday. So if That is four days later. Mhmm. Yeah.","start_word":1357,"end_word":1370,"intents":[{"intent":"Inquire about service start time","confidence_score":0.000019489167}]},{"text":"So this month, So I can't use the Internet. So mhmm. that is one month free. Not not good for me.","start_word":1372,"end_word":1392,"intents":[{"intent":"Express doubt about internet connection","confidence_score":0.00021762286}]},{"text":"to confirm I will call them. that you're wanted And to proceed one more with thing the is technician and visit.","start_word":1686,"end_word":1706,"intents":[{"intent":"Schedule technician visit","confidence_score":0.06810332}]}]},"sentiments":{"segments":[{"text":"Hello? Yes. Hello. Good afternoon. This is Maureen from Airtel Yeah. tech support. Yep. Am I speaking with Luang? Yep. My Like Yeah. I'm blue. yeah, we received the ticket that you submitted that you wanted to cancel the service. Yes. Yeah. Okay. So, actually, upon checking your account, we just wanted to make you aware that we won't be able to refund the payment as we also did settle the payment for Supa Network since the service is activated. What do you mean? So since the day you sign up, we also did settle a payment for Supa Network for them to activate the service at the address.","start_word":0,"end_word":108,"sentiment":"neutral","sentiment_score":-0.12827271223068237},{"text":"And in that case, we won't be able to refund the your payment.","start_word":109,"end_word":121,"sentiment":"negative","sentiment_score":-0.3677465617656708},{"text":"What do you want? Sorry? What do you want? Do you want me to help you connect Cancel to the Internet? my no. I do I just I just want to cancel my service. Okay. Is it okay if I coordinate that to our accounts department then since you already decided? No. No need. Oh, sorry. Hello? Hello? Yeah. I just want to cancel my service. Can I? Can I cancel my service? Mhmm. Yeah. Sure. We can is it today? Yes. From today. Yeah. Sure. We can cancel the service today. But may I just know what happened with What the happened? with your conversation? Because Mhmm. because from yesterday, I tried to connect my Internet, and there's no work.","start_word":122,"end_word":242,"sentiment":"neutral","sentiment_score":-0.09259595721960068},{"text":"I tried to call this number, but nobody answer. I try lots of times. Nobody answer during the daytime.","start_word":243,"end_word":261,"sentiment":"negative","sentiment_score":-0.3455049991607666},{"text":"And last night yeah. That is 12:30 in this Mhmm. morning. Actually, I remember that I answered your call earlier, but you put me on hold because I think No.","start_word":262,"end_word":291,"sentiment":"neutral","sentiment_score":-0.21009783446788788},{"text":"No. No. No. No. Supa Network No. is No. calling you.","start_word":292,"end_word":302,"sentiment":"negative","sentiment_score":-0.38913270831108093},{"text":"No. Yeah. This last night last night, 12:30 in the morning, I received a call, a missed call from you from your from this number.","start_word":303,"end_word":327,"sentiment":"neutral","sentiment_score":-0.3076907694339752},{"text":"And then I received a message that show you try to try to contact me, but nobody answer and try to fix my problem because you you you seen my Internet still not still not connected.","start_word":328,"end_word":363,"sentiment":"negative","sentiment_score":-0.470134437084198},{"text":"That is the message. That is 12:30 in the morning I received, and Mhmm. the missed call also as well. So, yeah, today, I go to that property and try to connect again, but no work. And I called the super super super works. I'm not sure. Mhmm. Super Network. And Mhmm. yeah. Yeah. And They call and you I because tried to call this number again, but no no nobody answer. Nobody answer always. But our accounts department advises that you code and they answer your call.","start_word":364,"end_word":451,"sentiment":"neutral","sentiment_score":-0.11504968255758286},{"text":"I But, I should unfortunately, I received a I message.","start_word":452,"end_word":461,"sentiment":"negative","sentiment_score":-0.3403482735157013},{"text":"was That's this number. That's this number. Mhmm. So I I can call this number from Monday to Friday, the office hour, the the the yeah. And if if offline, I can contact you at the other number. Right? But this Yeah. number, I After always 16. call, but nobody answer. Always nobody answer. Okay. So upon checking the call logs, I received your call earlier. Okay. Mhmm. Anyway, And I then just after want to dis I just want to decide to cancel this service. I maybe I I changed another company, but not your company. Okay? Mhmm. Yeah. So regarding the cancellation, we can proceed with the cancellation. But for the refund, unfortunately, we cannot proceed with the refund because we also did settle the payment for Supa Network activating the service. Then we'll also going to pay for the cancellation fee then to Supa Network. So your refund request is not possible, but we can proceed with the cancellation today. What do you mean? So how much I need to pay? Or I can get the refund. Actually, no need for you to pay for the cancellation fee.","start_word":462,"end_word":652,"sentiment":"neutral","sentiment_score":-0.15193712711334229},{"text":"But for the refund, we cannot process it.","start_word":653,"end_word":660,"sentiment":"negative","sentiment_score":-0.3398610055446625},{"text":"Uh-huh.","start_word":661,"end_word":661,"sentiment":"neutral","sentiment_score":-0.1713467687368393},{"text":"I don't understand.","start_word":662,"end_word":664,"sentiment":"negative","sentiment_score":-0.41796761751174927},{"text":"What do you mean? I don't So I don't need mhmm.","start_word":665,"end_word":675,"sentiment":"neutral","sentiment_score":-0.2526358962059021},{"text":"to pay I I I I don't need to pay nothing, but I can't get my refund.","start_word":676,"end_word":692,"sentiment":"negative","sentiment_score":-0.39781495928764343},{"text":"Right? Yeah. That's correct. Because Why? we also did settle we Why? settle a payment with I didn't Supernatural use Social. any I I didn't use any Internet from from from your company.","start_word":693,"end_word":725,"sentiment":"neutral","sentiment_score":-0.19764729386026209},{"text":"Why I can't get the refund?","start_word":726,"end_word":731,"sentiment":"negative","sentiment_score":-0.376459538936615},{"text":"Only since since April 10. Today is today is sixteenth. Mhmm. I'm sorry. April 16. Only six days. Uh-huh. Why I can't I can't get the refund? Yeah. Because when activating a service, Supa Network is also invoicing us So? for the payment Not before them not mhmm. yeah. I know. I understand. They And we're trying to fix your problem, but No. I tried to fix the problem, but nobody helped me. but I Okay? answered your call And earlier, and I you put I me on hold. for the Internet, I got two days off for my work.","start_word":732,"end_word":831,"sentiment":"neutral","sentiment_score":-0.1521693915128708},{"text":"But until now, the problem still still on still still have.","start_word":832,"end_word":842,"sentiment":"negative","sentiment_score":-0.3767443299293518},{"text":"Yeah. The super the super net the the super already tell me they can send send someone to fix it next week, but next week, I I work for whole week. I don't have time. Yeah. But, unfortunately, that is the nearest available schedule of our technician. Yeah. That I know. is why But they if schedule it. but if but if yesterday some someone someone answered the call, and they can send the person to come here today. He said that to you? Did he confirm that one? That is two option. The first one, I cancel the service. You give me the refund. The second one, yes, I can keep the service, but you have to give me one month free. What do you think? Actually, you already have the one month free that is included with the twelve month contract. Which month? Which month is free? This month or next month? So what is the 63 I I first payment for for for what? So you sign up April 10, Yeah. and your free month is April 10 to May 10, then your To May upfront '10. payment That is mhmm. free? So what about, Yes. I pay for the first time payments the first time payment? And your upfront payment will be for May 11 to June 11. That is the coverage of the your upfront payment. So your contract have one free one one month free already have one month free. Right? Mhmm. Yeah. Yeah. Can Since I get one the more? Can I get one more free? Is it for that, I'll be escalating that to our back end team for them to approve. I'm not And sure if I that's want possible I want to yet. ask you It's how much how much you need to pay for the super? You mean for the plan? Now if I cancel the my service, so I can't get my refund. But how much you you you you just say the super already send the invoice to you. So how much is there? Mhmm. So if ever you'll be canceling today, they will bill us $120 cancellation fee and GST. Yeah. And also a thirty day notice is required for cancellation if ever. Okay. I can keep my service, but could you please give me one more free one month one more one month free? One month, that is $63. Is that right? Yeah. For your request, I'm going to escalate that one to our back end team first to confirm and for them to approve because I'm not sure yet Okay. And about what's that. the and what's the problem? How to fix it? You mean your technical issue? Yes. So, Supa Network advises that, they have figured that there is a possible fiber damage as the optical lights on the DigiSat box is red. So they have to dispatch a technician, a tech visit for you to check. Yeah. Well, You mentioned it you mentioned next week? Did they mention that next week, you said? Next week. Yes. Next Wednesday. Yeah. Next Wednesday. So if That is four days later. Mhmm. Yeah. Yeah. So this month, So I can't use the Internet. So mhmm. that is one month free.","start_word":843,"end_word":1387,"sentiment":"neutral","sentiment_score":-0.06627926515466576},{"text":"Not not good for me.","start_word":1388,"end_word":1392,"sentiment":"negative","sentiment_score":-0.6039727330207825},{"text":"So I Actually, think you you we can mhmm. we can adjust the your start date for the day that you'll be connected to the Internet. If From ever the next from week, the you'll the be able to okay. So mhmm. if if next Wednesday, that Internet already Mhmm. already worked. Yeah. So the first you you you mean the one month free starts from the next month Next Wednesday. week. Right? Next yeah. Next week. Next Wednesday. The Yeah. '20 Next Wednesday. April 2. And the Mhmm. April 22 to twenty second May. of May, that Mhmm. is one month free. And Yeah. That's correct. and the May to June 23, that is the first payment. Right? So I need to pay Yeah. The front payment. from July. Right? So if ever I'll just repeat it. April if ever Wednesday, your free month is April 22 to May 22, Yes. then your front payment will be May 23 Yes. up until June 23. Yeah. That's your front payment. So your first bill were So going so to next be payment June so '24. next payment is June 23. Right? June To '24. June 24. Yeah. Mm-mm. That's the first payment, June 24 to July 24, your first bill. Okay. Okay. Mhmm. I try one more time. Okay? Please send someone to fix the problem next week. Mhmm. Is it okay if you confirm that also to Supa Network? Like, give them a call? I give them a call. You can give them a call. Actually, we can email them since there's an ongoing in progress ticket Okay. that we raised I will just call yesterday. I will call her. Yeah. But it it's much better if you also call them Okay. to confirm I will call them. that you're wanted And to proceed one more with thing the is technician and visit. one more thing is if have any problem, can I call this number? Yeah. You can Can I call this give number? this call number. So this number, our office hour is nine I know. AM I know. to 6PM. Nine to five. Right? Mhmm. Yeah. And Monday our through after Friday. hours mhmm. Yes. But we do also have our after hours support, which I think you also spoke with Mhmm. him yesterday. Yeah. The Yes. I know. guy. Okay. I will call them. Yeah. Okay. Sure.","start_word":1393,"end_word":1794,"sentiment":"neutral","sentiment_score":0.03485318284889507},{"text":"Thank Alright. you. Thank you. Bye.","start_word":1795,"end_word":1800,"sentiment":"positive","sentiment_score":0.6165615320205688},{"text":"Bye.","start_word":1801,"end_word":1801,"sentiment":"neutral","sentiment_score":0.2579737603664398}],"average":{"sentiment":"neutral","sentiment_score":-0.09594241481782569}}}}