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That way we can start this out. What is your full name and your birthday? Perfect. Thank you. Nice to have you on the line. And your birthday, please? Thank you. Just give me a minute or two, Ashrafie. I'll just go ahead and put you on hold. Let me take a look your account here. Alright? Okay. Thank you. One moment. Thank you so much for waiting on the line, miss Raffy. Alright. Thank you. So what you are pertaining with is the invoice that you received first of this month for the amount of $3. Right? Yeah. Okay. I'm so sorry. This is a a billing error because I could see in here that your account is no longer active. And I could see in here that that invoice has been null and void. It's already been removed on the account. So nothing to worry. Your account is fully closed. It's already been inactive, and no invoice should be paid. Just disregard that. I'm showing here it's already been removed. The second day that it was identified due to a billing error, reason why you received that invoice. Yeah. Yeah. Sure. Sure. Nothing to sure. Nothing to worry. I'll just go ahead and send you an email confirming that your service, it's already been canceled, and you do have a inactive account with Airtel. Okay? And, also, if you want, I can send you the screenshot showing the status and the balance showing zero. Alright? So if any billing error occurs and you got an invoice, just disregard. And nothing to worry. It's being corrected on our end as well. But I send you still the email, okay, to your email address. It's the same one. Right? The one we have a record? Okay. Perfect. You got it shortly. Right? Okay. Thank you. Have a good one, and be safe. Thank you. 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Good afternoon. This is Airtel accounts. How may I help you today? I got it.\n\nSure. I would love to help you today. I'll just need to pull out your account here. Okay? That way we can start this out.\n\nWhat is your full name and your birthday? Perfect. Thank you. Nice to have you on the line. And your birthday, please?\n\nThank you. Just give me a minute or two, Ashrafie. I'll just go ahead and put you on hold. Let me take a look your account here. Alright?\n\nOkay. Thank you. One moment. Thank you so much for waiting on the line, miss Raffy. Alright.\n\nThank you. So what you are pertaining with is the invoice that you received first of this month for the amount of $3. Right? Yeah. Okay.\n\nI'm so sorry. This is a a billing error because I could see in here that your account is no longer active. And I could see in here that that invoice has been null and void. It's already been removed on the account. So nothing to worry.\n\nYour account is fully closed. It's already been inactive, and no invoice should be paid. Just disregard that. I'm showing here it's already been removed. The second day that it was identified due to a billing error, reason why you received that invoice.\n\nYeah. Yeah. Sure. Sure. Nothing to sure.\n\nNothing to worry. I'll just go ahead and send you an email confirming that your service, it's already been canceled, and you do have a inactive account with Airtel. Okay? And, also, if you want, I can send you the screenshot showing the status and the balance showing zero. Alright?\n\nSo if any billing error occurs and you got an invoice, just disregard. And nothing to worry. It's being corrected on our end as well. But I send you still the email, okay, to your email address. It's the same one.\n\nRight? The one we have a record? Okay. Perfect. You got it shortly.\n\nRight? Okay. Thank you. Have a good one, and be safe. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.1802832782268524},{"text":"Good afternoon.","start":1.04,"end":1.8399999,"sentiment":"neutral","sentiment_score":0.3261336237192154},{"text":"This is Airtel accounts.","start":1.8399999,"end":3.12,"sentiment":"neutral","sentiment_score":0.26011885702610016},{"text":"How may I help you today?","start":3.12,"end":4.5,"sentiment":"neutral","sentiment_score":0.2950964296857516},{"text":"I got it.","start":63.42,"end":64.305,"sentiment":"neutral","sentiment_score":-0.002938395676513513}],"sentiment":"neutral","sentiment_score":0.2271743340534158,"num_words":16,"start":0.71999997,"end":64.305},{"sentences":[{"text":"Sure.","start":64.785,"end":65.265,"sentiment":"neutral","sentiment_score":0.2604042589664459},{"text":"I would love to help you today.","start":65.265,"end":67.105,"sentiment":"positive","sentiment_score":0.5380347711699349},{"text":"I'll just 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one.","start":256.01,"end":256.89,"sentiment":"neutral","sentiment_score":0.06697949673980474}],"sentiment":"neutral","sentiment_score":-0.005008936064635835,"num_words":41,"start":242.47499,"end":256.89},{"sentences":[{"text":"Right?","start":256.89,"end":257.13,"sentiment":"neutral","sentiment_score":0.0455298125743866},{"text":"The one we have a record?","start":257.13,"end":258.59,"sentiment":"neutral","sentiment_score":0.02104559230307738},{"text":"Okay.","start":260.08093,"end":260.48093,"sentiment":"neutral","sentiment_score":0.1332356035709381},{"text":"Perfect.","start":260.48093,"end":260.96094,"sentiment":"neutral","sentiment_score":0.30001720786094666},{"text":"You got it shortly.","start":260.96094,"end":262.16092,"sentiment":"neutral","sentiment_score":0.22789311781525612}],"sentiment":"neutral","sentiment_score":0.11666374223736617,"num_words":13,"start":256.89,"end":262.16092},{"sentences":[{"text":"Right?","start":262.16092,"end":262.66092,"sentiment":"neutral","sentiment_score":0.13522712886333466},{"text":"Okay.","start":264.16092,"end":264.56094,"sentiment":"neutral","sentiment_score":0.2696053981781006},{"text":"Thank you.","start":264.56094,"end":265.20093,"sentiment":"positive","sentiment_score":0.446933388710022},{"text":"Have a good one, and be safe.","start":265.20093,"end":266.98093,"sentiment":"positive","sentiment_score":0.4630437025002071},{"text":"Thank you.","start":267.84094,"end":268.40094,"sentiment":"neutral","sentiment_score":0.3222595155239105}],"sentiment":"positive","sentiment_score":0.3988095579239038,"num_words":13,"start":262.16092,"end":268.40094},{"sentences":[{"text":"Bye.","start":268.40094,"end":268.90094,"sentiment":"neutral","sentiment_score":0.15322841703891754}],"sentiment":"neutral","sentiment_score":0.15322841703891754,"num_words":1,"start":268.40094,"end":268.90094}]}}]},{"alternatives":[{"transcript":"Hi. Good afternoon. I'm Astrafi from Astrafi. I was actually I am not how can I say that? I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service. Like, I Internet service, and I had to the another company. So I received one in invoice that I had to pay, like, pretty little amount. And is it actually correct? Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more. So can you check? My full name is Asrafi, a s r a f I, and then Kakoli, k a k o l I, then Reza, r e zed a. 10/10/1984. No problem. Okay. Yeah. No problem. No problem. Yeah. Yeah. Mhmm. Mhmm. Okay. Can I get one actually, like, any email that this info is actually everything is closed, and we need to this we got this yeah? This one. Please send me this email. Me too. Yeah. Okay. Yes, please. Yeah. Okay. Okay then. Yes, please. Confirmation. Thank you. Yes. Yes. Okay then. Thank you so much. Thank you. You too. Bye. Bye. Bye.","confidence":0.98950195,"words":[{"word":"hi","start":5.3599997,"end":5.68,"confidence":0.9975586,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.04135175049304962},{"word":"good","start":5.68,"end":5.92,"confidence":1.0,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.1202213391661644},{"word":"afternoon","start":5.92,"end":6.42,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.05605121701955795},{"word":"i'm","start":6.48,"end":6.72,"confidence":0.99560547,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.03684180602431297},{"word":"astrafi","start":6.72,"end":7.22,"confidence":0.62060547,"punctuated_word":"Astrafi","sentiment":"neutral","sentiment_score":0.04353201389312744},{"word":"from","start":7.3599997,"end":7.8599997,"confidence":0.9980469,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.03910619020462036},{"word":"astrafi","start":8.16,"end":8.66,"confidence":0.8569336,"punctuated_word":"Astrafi.","sentiment":"neutral","sentiment_score":0.035938721150159836},{"word":"i","start":9.76,"end":9.92,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.026382489129900932},{"word":"was","start":9.92,"end":10.24,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.05900590121746063},{"word":"actually","start":10.24,"end":10.74,"confidence":0.90283203,"punctuated_word":"actually","sentiment":"neutral","sentiment_score":-0.06334000080823898},{"word":"i","start":10.96,"end":11.12,"confidence":0.9873047,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.10286141186952592},{"word":"am","start":13.105,"end":13.264999,"confidence":0.30615234,"punctuated_word":"am","sentiment":"neutral","sentiment_score":-0.09661047160625458},{"word":"not","start":13.264999,"end":13.344999,"confidence":0.6772461,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.09539004415273666},{"word":"how","start":13.424999,"end":13.825,"confidence":0.97802734,"punctuated_word":"how","sentiment":"neutral","sentiment_score":-0.1196683719754219},{"word":"can","start":13.825,"end":14.065,"confidence":0.9716797,"punctuated_word":"can","sentiment":"neutral","sentiment_score":-0.11869676411151886},{"word":"i","start":14.065,"end":14.224999,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.1183839738368988},{"word":"say","start":14.224999,"end":14.465,"confidence":1.0,"punctuated_word":"say","sentiment":"neutral","sentiment_score":-0.09154782444238664},{"word":"that","start":14.465,"end":14.965,"confidence":0.98950195,"punctuated_word":"that?","sentiment":"neutral","sentiment_score":-0.08176721632480621},{"word":"i","start":15.105,"end":15.424999,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.13983359932899475},{"word":"had","start":15.424999,"end":15.665,"confidence":0.9980469,"punctuated_word":"had","sentiment":"neutral","sentiment_score":-0.10755964368581772},{"word":"the","start":15.665,"end":15.905,"confidence":0.64160156,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.0929100513458252},{"word":"airtel","start":15.905,"end":16.385,"confidence":0.74328613,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":-0.09526510536670683},{"word":"service","start":16.385,"end":16.885,"confidence":0.8691406,"punctuated_word":"service,","sentiment":"neutral","sentiment_score":-0.0864243358373642},{"word":"but","start":16.945,"end":17.445,"confidence":1.0,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.07365085929632187},{"word":"for","start":17.904999,"end":18.224998,"confidence":0.99316406,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.07298219949007034},{"word":"that","start":18.224998,"end":18.705,"confidence":0.9614258,"punctuated_word":"that,","sentiment":"neutral","sentiment_score":-0.08953088521957397},{"word":"like","start":18.705,"end":19.025,"confidence":0.99194336,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.11677320301532744},{"word":"few","start":19.025,"end":19.345,"confidence":0.97998047,"punctuated_word":"few","sentiment":"neutral","sentiment_score":-0.10280673205852509},{"word":"days","start":19.345,"end":19.744999,"confidence":0.81591797,"punctuated_word":"days,","sentiment":"neutral","sentiment_score":-0.10774534940719604},{"word":"and","start":19.744999,"end":20.064999,"confidence":0.99121094,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.1069757491350174},{"word":"i","start":20.064999,"end":20.564999,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.18450860679149628},{"word":"haven't","start":20.705,"end":21.105,"confidence":1.0,"punctuated_word":"haven't","sentiment":"neutral","sentiment_score":-0.1538223922252655},{"word":"received","start":21.105,"end":21.605,"confidence":0.9892578,"punctuated_word":"receiv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Good afternoon. I'm Astrafi from Astrafi. I was actually I am not how can I say that? I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service.\n\nLike, I Internet service, and I had to the another company. So I received one in invoice that I had to pay, like, pretty little amount. And is it actually correct? Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more.\n\nSo can you check? My full name is Asrafi, a s r a f I, and then Kakoli, k a k o l I, then Reza, r e zed a. 10/10/1984. No problem. Okay.\n\nYeah. No problem. No problem. Yeah. Yeah.\n\nMhmm. Mhmm. Okay. Can I get one actually, like, any email that this info is actually everything is closed, and we need to this we got this yeah? This one.\n\nPlease send me this email. Me too. Yeah. Okay. Yes, please.\n\nYeah. Okay. Okay then. Yes, please. Confirmation.\n\nThank you. Yes. Yes. Okay then. Thank you so much.\n\nThank you. You too. Bye. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.3599997,"end":5.68,"sentiment":"neutral","sentiment_score":0.04135175049304962},{"text":"Good afternoon.","start":5.68,"end":6.42,"sentiment":"neutral","sentiment_score":0.08813627809286118},{"text":"I'm Astrafi from Astrafi.","start":6.48,"end":8.66,"sentiment":"neutral","sentiment_score":0.03885468281805515},{"text":"I was actually I am not how can I say that?","start":9.76,"end":14.965,"sentiment":"neutral","sentiment_score":-0.0885140426795591},{"text":"I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service.","start":15.105,"end":23.985,"sentiment":"neutral","sentiment_score":-0.11883632093667984}],"sentiment":"neutral","sentiment_score":-0.07725679808975877,"num_words":37,"start":5.3599997,"end":23.985},{"sentences":[{"text":"Like, I Internet service, and I had to the another 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yeah?","start":205.745,"end":217.105,"sentiment":"neutral","sentiment_score":-0.046232299879193306},{"text":"This one.","start":217.105,"end":217.58499,"sentiment":"neutral","sentiment_score":-0.014403707347810268}],"sentiment":"neutral","sentiment_score":-0.05058172916372617,"num_words":30,"start":189.10501,"end":217.58499},{"sentences":[{"text":"Please send me this email.","start":217.58499,"end":219.6,"sentiment":"neutral","sentiment_score":-0.021945514902472495},{"text":"Me too.","start":234.235,"end":234.875,"sentiment":"neutral","sentiment_score":0.009877427481114864},{"text":"Yeah.","start":234.875,"end":235.375,"sentiment":"neutral","sentiment_score":0.01926269382238388},{"text":"Okay.","start":235.595,"end":236.095,"sentiment":"neutral","sentiment_score":0.02255764976143837},{"text":"Yes, 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you.","start":256.625,"end":257.365,"sentiment":"neutral","sentiment_score":0.08640504255890846},{"text":"Yes.","start":258.785,"end":259.265,"sentiment":"neutral","sentiment_score":0.04343177378177643},{"text":"Yes.","start":259.265,"end":259.765,"sentiment":"neutral","sentiment_score":0.06473615765571594},{"text":"Okay then.","start":262.865,"end":263.845,"sentiment":"neutral","sentiment_score":0.13503748923540115},{"text":"Thank you so much.","start":263.985,"end":265.105,"sentiment":"positive","sentiment_score":0.42427559942007065}],"sentiment":"neutral","sentiment_score":0.2248155392706394,"num_words":10,"start":256.625,"end":265.105},{"sentences":[{"text":"Thank you.","start":265.105,"end":265.925,"sentiment":"positive","sentiment_score":0.47199225425720215},{"text":"You too.","start":266.785,"end":267.585,"sentiment":"neutral","sentiment_score":0.235207699239254},{"text":"Bye.","start":267.585,"end":268.085,"sentiment":"neutral","sentiment_score":0.2000021934509277},{"text":"Bye.","start":268.545,"end":269.045,"sentiment":"neutral","sentiment_score":0.08257316052913666},{"text":"Bye.","start":269.105,"end":269.605,"sentiment":"neutral","sentiment_score":-0.07369092106819153}],"sentiment":"neutral","sentiment_score":0.23189776284354074,"num_words":7,"start":265.105,"end":269.605}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. Good afternoon. I'm Astrafi from Astrafi. I was actually I am not how can I say that? I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service.\n\nLike, I Internet service, and I had to the another company. So I received one in invoice that I had to pay, like, pretty little amount. And is it actually correct? Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more.\n\nSo can you\n\nChannel 0: I\n\nChannel 1: check?\n\nChannel 0: got it. Sure. I would love to help you today. I'll just need to pull out your account here. Okay?\n\nThat way we can start this out. What is your full name and your birthday?\n\nChannel 1: My full name is Asrafi, a s r a f I, and then Kakoli, k a k o l I, then Reza, r e zed a.\n\nChannel 0: Perfect. Thank you. Nice to have you on the line. And your birthday, please?\n\nChannel 1: 10/10/1984.\n\nChannel 0: Thank you. Just give me a minute or two, Ashrafie. I'll just\n\nChannel 1: No\n\nChannel 0: go ahead\n\nChannel 1: problem.\n\nChannel 0: and put you on hold. Let me take a look your account here. Alright?\n\nChannel 1: Okay. Yeah.\n\nChannel 0: Okay. Thank you. One moment.\n\nChannel 1: No problem.\n\nChannel 0: Thank you so much for waiting on the line, miss Raffy.\n\nChannel 1: No problem. Yeah.\n\nChannel 0: Alright. Thank you. So what you are pertaining with is the invoice that you received first of this month for the amount of $3. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. Okay. I'm so sorry. This is a a billing error because I could see in here that your account is no longer active. And I could see in here that that invoice has been null and void.\n\nIt's already been removed on the account. So nothing to worry. Your account is fully closed. It's already been inactive, and\n\nChannel 1: Mhmm.\n\nChannel 0: no invoice should be paid. Just disregard that. I'm showing here it's already been removed. The second day that it was identified due to a billing error, reason why\n\nChannel 1: Mhmm.\n\nChannel 0: you received that invoice. Yeah.\n\nChannel 1: Okay. Can I get one actually, like, any email that this info is actually everything is closed, and we need to this we got this\n\nChannel 0: Yeah.\n\nChannel 1: yeah? This one. Please\n\nChannel 0: Sure. Sure.\n\nChannel 1: send\n\nChannel 0: Nothing\n\nChannel 1: me this\n\nChannel 0: to\n\nChannel 1: email.\n\nChannel 0: sure. Nothing to worry. I'll just go ahead and send you an email confirming that your service, it's already been canceled, and you do have a inactive account with Airtel.\n\nChannel 1: Me too.\n\nChannel 0: Okay?\n\nChannel 1: Yeah.\n\nChannel 0: And,\n\nChannel 1: Okay.\n\nChannel 0: also, if you want, I can send you the screenshot showing the status and the balance showing zero. Alright?\n\nChannel 1: Yes, please.\n\nChannel 0: So\n\nChannel 1: Yeah.\n\nChannel 0: if any billing error occurs and you got an invoice, just disregard. And nothing to worry. It's being corrected on our end as\n\nChannel 1: Okay.\n\nChannel 0: well. But\n\nChannel 1: Okay\n\nChannel 0: I send\n\nChannel 1: then.\n\nChannel 0: you still the email, okay,\n\nChannel 1: Yes,\n\nChannel 0: to your\n\nChannel 1: please.\n\nChannel 0: email address.\n\nChannel 1: Confirmation.\n\nChannel 0: It's the same\n\nChannel 1: Thank\n\nChannel 0: one.\n\nChannel 1: you.\n\nChannel 0: Right? The one we have a record?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Okay. Perfect. You got it shortly. Right?\n\nChannel 1: Okay then. Thank\n\nChannel 0: Okay.\n\nChannel 1: you\n\nChannel 0: Thank\n\nChannel 1: so much.\n\nChannel 0: you.\n\nChannel 1: Thank\n\nChannel 0: Have\n\nChannel 1: you.\n\nChannel 0: a good one, and be safe.\n\nChannel 1: You too. Bye.\n\nChannel 0: Thank you. Bye.\n\nChannel 1: Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.1802832782268524},{"text":"Good afternoon.","start":1.04,"end":1.8399999,"sentiment":"neutral","sentiment_score":0.3261336237192154},{"text":"This is Airtel accounts.","start":1.8399999,"end":3.12,"sentiment":"neutral","sentiment_score":0.26011885702610016},{"text":"How may I help you today?","start":3.12,"end":4.5,"sentiment":"neutral","sentiment_score":0.2950964296857516}],"sentiment":"neutral","sentiment_score":0.2802772716833995,"channel":0,"num_words":13,"start":0.71999997,"end":4.5},{"sentences":[{"text":"Hi.","start":5.3599997,"end":5.68,"sentiment":"neutral","sentiment_score":0.04135175049304962},{"text":"Good afternoon.","start":5.68,"end":6.42,"sentiment":"neutral","sentiment_score":0.08813627809286118},{"text":"I'm Astrafi from Astrafi.","start":6.48,"end":8.66,"sentiment":"neutral","sentiment_score":0.03885468281805515},{"text":"I was actually I am not how can I say that?","start":9.76,"end":14.965,"sentiment":"neutral","sentiment_score":-0.0885140426795591},{"text":"I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service.","start":15.105,"end":23.985,"sentiment":"neutral","sentiment_score":-0.11883632093667984}],"sentiment":"neutral","sentiment_score":-0.07725679808975877,"channel":1,"num_words":37,"start":5.3599997,"end":23.985},{"sentences":[{"text":"Like, I Internet service, and I had to the another company.","start":23.985,"end":30.1,"sentiment":"neutral","sentiment_score":-0.12107310376384041},{"text":"So I received one in invoice that I had to pay, like, pretty little amount.","start":30.720001,"end":39.3,"sentiment":"neutral","sentiment_score":-0.21602961421012878},{"text":"And is it actually correct?","start":39.985,"end":42.225002,"sentiment":"neutral","sentiment_score":-0.08539129346609116},{"text":"Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service.","start":42.225002,"end":56.14,"sentiment":"neutral","sentiment_score":-0.22723803183306818},{"text":"So I paid even $45 that time more.","start":57.079998,"end":61.26,"sentiment":"neutral","sentiment_score":-0.242750845849514}],"sentiment":"neutral","sentiment_score":-0.19625300517485988,"channel":1,"num_words":62,"start":23.985,"end":61.26},{"sentences":[{"text":"So can you","start":62.2,"end":63.48,"sentiment":"neutral","sentiment_score":-0.02281875101228555}],"sentiment":"neutral","sentiment_score":-0.02281875101228555,"channel":1,"num_words":3,"start":62.2,"end":63.48},{"sentences":[{"text":"I","start":63.42,"end":63.579998,"sentiment":"neutral","sentiment_score":-0.03132215142250061}],"sentiment":"neutral","sentiment_score":-0.03132215142250061,"channel":0,"num_words":1,"start":63.42,"end":63.579998},{"sentences":[{"text":"check?","start":63.48,"end":63.98,"sentiment":"neutral","sentiment_score":-0.035183221101760864}],"sentiment":"neutral","sentiment_score":-0.035183221101760864,"channel":1,"num_words":1,"start":63.48,"end":63.98},{"sentences":[{"text":"got it.","start":63.579998,"end":64.305,"sentiment":"neutral","sentiment_score":0.011253482196480036},{"text":"Sure.","start":64.785,"end":65.265,"sentiment":"neutral","sentiment_score":0.2604042589664459},{"text":"I would love to help you today.","start":65.265,"end":67.105,"sentiment":"positive","sentiment_score":0.5380347711699349},{"text":"I'll just need to pull out your account here.","start":67.105,"end":69.185,"sentiment":"neutral","sentiment_score":0.2674182405074437},{"text":"Okay?","start":69.185,"end":69.665,"sentiment":"neutral","sentiment_score":0.19149897992610931}],"sentiment":"neutral","sentiment_score":0.3323708883021027,"channel":0,"num_words":20,"start":63.579998,"end":69.665},{"sentences":[{"text":"That way we can start this out.","start":69.665,"end":71.525,"sentiment":"neutral","sentiment_score":0.24685126330171311},{"text":"What is your full name and your birthday?","start":71.745,"end":74.085,"sentiment":"neutral","sentiment_score":0.069367288146168}],"sentiment":"neutral","sentiment_score":0.1521931432187557,"channel":0,"num_words":15,"start":69.665,"end":74.085},{"sentences":[{"text":"My full name is Asrafi, a s r a f I, and then Kakoli, k a k o l I, then Reza, r e zed a.","start":75.155,"end":91.229996,"sentiment":"neutral","sentiment_score":0.07751445844769478}],"sentiment":"neutral","sentiment_score":0.07751445844769478,"channel":1,"num_words":26,"start":75.155,"end":91.229996},{"sentences":[{"text":"Perfect.","start":93.205,"end":93.685,"sentiment":"positive","sentiment_score":0.41813400387763977},{"text":"Thank you.","start":93.685,"end":94.245,"sentiment":"positive","sentiment_score":0.48352766036987305},{"text":"Nice to have you on the line.","start":94.245,"end":95.445,"sentiment":"positive","sentiment_score":0.49680288774626596},{"text":"And your birthday, please?","start":95.445,"end":96.985,"sentiment":"neutral","sentiment_score":0.09263735078275204}],"sentiment":"positive","sentiment_score":0.37381135299801826,"channel":0,"num_words":14,"start":93.205,"end":96.985},{"sentences":[{"text":"10/10/1984.","start":97.465,"end":99.965,"sentiment":"neutral","sentiment_score":0.03647794201970101}],"sentiment":"neutral","sentiment_score":0.03647794201970101,"channel":1,"num_words":1,"start":97.465,"end":99.965},{"sentences":[{"text":"Thank you.","start":100.565,"end":101.285,"sentiment":"neutral","sentiment_score":0.24109294265508652},{"text":"Just give me a minute or two, Ashrafie.","start":101.285,"end":103.625,"sentiment":"neutral","sentiment_score":0.11091176606714725},{"text":"I'll just","start":103.765,"end":104.244995,"sentiment":"neutral","sentiment_score":0.034668685868382454}],"sentiment":"neutral","sentiment_score":0.11990144879867633,"channel":0,"num_words":12,"start":100.565,"end":104.244995},{"sentences":[{"text":"No","start":104.104996,"end":104.424995,"sentiment":"neutral","sentiment_score":-0.019119717180728912}],"sentiment":"neutral","sentiment_score":-0.019119717180728912,"channel":1,"num_words":1,"start":104.104996,"end":104.424995},{"sentences":[{"text":"go ahead","start":104.244995,"end":104.645,"sentiment":"neutral","sentiment_score":-0.07958361878991127}],"sentiment":"neutral","sentiment_score":-0.07958361878991127,"channel":0,"num_words":2,"start":104.244995,"end":104.645},{"sentences":[{"text":"problem.","start":104.424995,"end":104.924995,"sentiment":"neutral","sentiment_score":-0.06295950710773468}],"sentiment":"neutral","sentiment_score":-0.06295950710773468,"channel":1,"num_words":1,"start":104.424995,"end":104.924995},{"sentences":[{"text":"and put you on hold.","start":104.645,"end":105.98,"sentiment":"neutral","sentiment_score":-0.05218056365847588},{"text":"Let me take a look your account here.","start":105.98,"end":108.46,"sentiment":"neutral","sentiment_score":0.049530880991369486},{"text":"Alright?","start":108.46,"end":108.96,"sentiment":"neutral","sentiment_score":0.05951279401779175}],"sentiment":"neutral","sentiment_score":0.013918358832597733,"channel":0,"num_words":14,"start":104.645,"end":108.96},{"sentences":[{"text":"Okay.","start":109.24,"end":109.72,"sentiment":"neutral","sentiment_score":0.04217822849750519},{"text":"Yeah.","start":109.72,"end":110.22,"sentiment":"neutral","sentiment_score":0.05318760871887207}],"sentiment":"neutral","sentiment_score":0.04768291860818863,"channel":1,"num_words":2,"start":109.24,"end":110.22},{"sentences":[{"text":"Okay.","start":110.46,"end":110.86,"sentiment":"neutral","sentiment_score":0.08788557350635529},{"text":"Thank you.","start":110.86,"end":111.58,"sentiment":"neutral","sentiment_score":0.21787631511688232},{"text":"One moment.","start":111.58,"end":112.32,"sentiment":"neutral","sentiment_score":0.11270252242684364}],"sentiment":"neutral","sentiment_score":0.14980864971876146,"channel":0,"num_words":5,"start":110.46,"end":112.32},{"sentences":[{"text":"No problem.","start":112.28,"end":113.02,"sentiment":"neutral","sentiment_score":0.1712934896349907}],"sentiment":"neutral","sentiment_score":0.1712934896349907,"channel":1,"num_words":2,"start":112.28,"end":113.02},{"sentences":[{"text":"Thank you so much for waiting on the line, miss Raffy.","start":153.695,"end":156.595,"sentiment":"positive","sentiment_score":0.3689607354727658}],"sentiment":"positive","sentiment_score":0.3689607354727658,"channel":0,"num_words":11,"start":153.695,"end":156.595},{"sentences":[{"text":"No problem.","start":156.92499,"end":157.56499,"sentiment":"neutral","sentiment_score":0.1411597654223442},{"text":"Yeah.","start":157.56499,"end":158.06499,"sentiment":"neutral","sentiment_score":0.11093492805957794}],"sentiment":"neutral","sentiment_score":0.13108481963475546,"channel":1,"num_words":3,"start":156.92499,"end":158.06499},{"sentences":[{"text":"Alright.","start":158.41501,"end":158.91501,"sentiment":"neutral","sentiment_score":0.1318543553352356},{"text":"Thank you.","start":158.975,"end":159.77501,"sentiment":"neutral","sentiment_score":0.22897227108478546},{"text":"So what you are pertaining with is the invoice that you received first of this month for the amount of $3.","start":159.77501,"end":168.01,"sentiment":"neutral","sentiment_score":0.037836323625275066},{"text":"Right?","start":168.15,"end":168.65,"sentiment":"neutral","sentiment_score":0.024510066956281665}],"sentiment":"neutral","sentiment_score":0.05635487042367458,"channel":0,"num_words":25,"start":158.41501,"end":168.65},{"sentences":[{"text":"Yeah.","start":169.02,"end":169.52,"sentiment":"neutral","sentiment_score":0.018551114946603775}],"sentiment":"neutral","sentiment_score":0.018551114946603775,"channel":1,"num_words":1,"start":169.02,"end":169.52},{"sentences":[{"text":"Yeah.","start":170.15,"end":170.47,"sentiment":"neutral","sentiment_score":0.0197958592325449},{"text":"Okay.","start":170.47,"end":170.97,"sentiment":"neutral","sentiment_score":0.007671175058931112},{"text":"I'm so sorry.","start":171.19,"end":172.17,"sentiment":"negative","sentiment_score":-0.3533236086368561},{"text":"This is a a billing error because I could see in here that your account is no longer active.","start":172.31,"end":177.29,"sentiment":"negative","sentiment_score":-0.3850737574853395},{"text":"And I could see in here that that invoice has been null and void.","start":177.605,"end":181.125,"sentiment":"negative","sentiment_score":-0.3964928984642029}],"sentiment":"negative","sentiment_score":-0.36578436216682586,"channel":0,"num_words":38,"start":170.15,"end":181.125},{"sentences":[{"text":"It's already been removed on the account.","start":181.125,"end":183.28499,"sentiment":"negative","sentiment_score":-0.3358948997088841},{"text":"So nothing to worry.","start":183.28499,"end":184.665,"sentiment":"neutral","sentiment_score":-0.14873621053993702},{"text":"Your account is fully closed.","start":184.885,"end":186.56499,"sentiment":"neutral","sentiment_score":-0.322237554192543},{"text":"It's already been inactive, and","start":186.56499,"end":189.125,"sentiment":"neutral","sentiment_score":-0.2473801702260971}],"sentiment":"neutral","sentiment_score":-0.2759189410578637,"channel":0,"num_words":21,"start":181.125,"end":189.125},{"sentences":[{"text":"Mhmm.","start":189.10501,"end":189.45,"sentiment":"neutral","sentiment_score":-0.15722253918647766}],"sentiment":"neutral","sentiment_score":-0.15722253918647766,"channel":1,"num_words":1,"start":189.10501,"end":189.45},{"sentences":[{"text":"no invoice should be paid.","start":189.125,"end":190.905,"sentiment":"neutral","sentiment_score":-0.2981982856988907},{"text":"Just disregard that.","start":191.11,"end":192.39,"sentiment":"neutral","sentiment_score":-0.1937506397565206},{"text":"I'm showing here it's already been removed.","start":192.39,"end":195.61,"sentiment":"neutral","sentiment_score":-0.15926747236933028},{"text":"The second day that it was identified due to a billing error, reason why","start":197.26999,"end":202.23,"sentiment":"neutral","sentiment_score":-0.18597581876175745}],"sentiment":"neutral","sentiment_score":-0.19968196955220452,"channel":0,"num_words":29,"start":189.125,"end":202.23},{"sentences":[{"text":"Mhmm.","start":202.09,"end":202.59,"sentiment":"neutral","sentiment_score":-0.13565362989902496}],"sentiment":"neutral","sentiment_score":-0.13565362989902496,"channel":1,"num_words":1,"start":202.09,"end":202.59},{"sentences":[{"text":"you received that invoice.","start":202.23,"end":203.84999,"sentiment":"neutral","sentiment_score":-0.18217608332633972},{"text":"Yeah.","start":204.635,"end":205.135,"sentiment":"neutral","sentiment_score":-0.05691409483551979}],"sentiment":"neutral","sentiment_score":-0.15712368562817575,"channel":0,"num_words":5,"start":202.23,"end":205.135},{"sentences":[{"text":"Okay.","start":204.94499,"end":205.44499,"sentiment":"neutral","sentiment_score":-0.039960794150829315},{"text":"Can I get one actually, like, any email that this info is actually everything is closed, and we need to this we got this","start":205.745,"end":216.465,"sentiment":"neutral","sentiment_score":-0.047617846090967454}],"sentiment":"neutral","sentiment_score":-0.04731156401336193,"channel":1,"num_words":25,"start":204.94499,"end":216.465},{"sentences":[{"text":"Yeah.","start":216.635,"end":217.135,"sentiment":"neutral","sentiment_score":-0.02172210812568665}],"sentiment":"neutral","sentiment_score":-0.02172210812568665,"channel":0,"num_words":1,"start":216.635,"end":217.135},{"sentences":[{"text":"yeah?","start":216.705,"end":217.105,"sentiment":"neutral","sentiment_score":-0.012979190796613692},{"text":"This one.","start":217.105,"end":217.58499,"sentiment":"neutral","sentiment_score":-0.014403707347810268},{"text":"Please","start":217.58499,"end":218.065,"sentiment":"neutral","sentiment_score":0.035713423043489456}],"sentiment":"neutral","sentiment_score":-0.0015182956121861935,"channel":1,"num_words":4,"start":216.705,"end":218.065},{"sentences":[{"text":"Sure.","start":217.675,"end":217.915,"sentiment":"neutral","sentiment_score":0.05459805577993393},{"text":"Sure.","start":217.915,"end":218.235,"sentiment":"neutral","sentiment_score":0.041460566222667694}],"sentiment":"neutral","sentiment_score":0.04802931100130081,"channel":0,"num_words":2,"start":217.675,"end":218.235},{"sentences":[{"text":"send","start":218.065,"end":218.385,"sentiment":"neutral","sentiment_score":0.00721304677426815}],"sentiment":"neutral","sentiment_score":0.00721304677426815,"channel":1,"num_words":1,"start":218.065,"end":218.385},{"sentences":[{"text":"Nothing","start":218.235,"end":218.715,"sentiment":"neutral","sentiment_score":-0.007205009460449219}],"sentiment":"neutral","sentiment_score":-0.007205009460449219,"channel":0,"num_words":1,"start":218.235,"end":218.715},{"sentences":[{"text":"me this","start":218.385,"end":218.94,"sentiment":"neutral","sentiment_score":-0.052323199808597565}],"sentiment":"neutral","sentiment_score":-0.052323199808597565,"channel":1,"num_words":2,"start":218.385,"end":218.94},{"sentences":[{"text":"to","start":218.715,"end":219.215,"sentiment":"neutral","sentiment_score":-0.04560649022459984}],"sentiment":"neutral","sentiment_score":-0.04560649022459984,"channel":0,"num_words":1,"start":218.715,"end":219.215},{"sentences":[{"text":"email.","start":219.1,"end":219.6,"sentiment":"neutral","sentiment_score":-0.04800764471292496}],"sentiment":"neutral","sentiment_score":-0.04800764471292496,"channel":1,"num_words":1,"start":219.1,"end":219.6},{"sentences":[{"text":"sure.","start":219.46,"end":219.78,"sentiment":"neutral","sentiment_score":-0.006466686725616455},{"text":"Nothing to worry.","start":219.78,"end":221.0,"sentiment":"neutral","sentiment_score":0.03577133268117905},{"text":"I'll just go ahead and send you an email confirming that your service, it's already been canceled, and you do have a inactive account with Airtel.","start":221.14,"end":233.96,"sentiment":"neutral","sentiment_score":-0.0002898036573941891}],"sentiment":"neutral","sentiment_score":0.003110413874189059,"channel":0,"num_words":30,"start":219.46,"end":233.96},{"sentences":[{"text":"Me 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if you want, I can send you the screenshot showing the status and the balance showing zero.","start":235.75499,"end":241.435,"sentiment":"neutral","sentiment_score":0.027231980425616104},{"text":"Alright?","start":241.435,"end":241.935,"sentiment":"neutral","sentiment_score":0.05681707710027695}],"sentiment":"neutral","sentiment_score":0.028789090776914043,"channel":0,"num_words":19,"start":235.75499,"end":241.935},{"sentences":[{"text":"Yes, 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worry.","start":247.03499,"end":247.995,"sentiment":"neutral","sentiment_score":-0.004682586528360844},{"text":"It's being corrected on our end as","start":247.995,"end":251.69,"sentiment":"neutral","sentiment_score":-0.01436620085899319}],"sentiment":"neutral","sentiment_score":-0.03332970441197571,"channel":0,"num_words":23,"start":242.715,"end":251.69},{"sentences":[{"text":"Okay.","start":251.57,"end":252.07,"sentiment":"neutral","sentiment_score":0.010056842118501663}],"sentiment":"neutral","sentiment_score":0.010056842118501663,"channel":1,"num_words":1,"start":251.57,"end":252.07},{"sentences":[{"text":"well.","start":251.69,"end":252.19,"sentiment":"neutral","sentiment_score":0.014703493565320969},{"text":"But","start":252.25,"end":252.49,"sentiment":"neutral","sentiment_score":0.01846417598426342}],"sentiment":"neutral","sentiment_score":0.016583834774792194,"channel":0,"num_words":2,"start":251.69,"end":252.49},{"sentences":[{"text":"Okay","start":252.37,"end":252.85,"sentiment":"neutral","sentiment_score":0.018358414992690086}],"sentiment":"neutral","sentiment_score":0.018358414992690086,"channel":1,"num_words":1,"start":252.37,"end":252.85},{"sentences":[{"text":"I 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one we have a record?","start":257.13,"end":258.59,"sentiment":"neutral","sentiment_score":0.02104559230307738}],"sentiment":"neutral","sentiment_score":0.024543338056121553,"channel":0,"num_words":7,"start":256.89,"end":258.59},{"sentences":[{"text":"Yes.","start":258.785,"end":259.265,"sentiment":"neutral","sentiment_score":0.04343177378177643},{"text":"Yes.","start":259.265,"end":259.765,"sentiment":"neutral","sentiment_score":0.06473615765571594}],"sentiment":"neutral","sentiment_score":0.054083965718746185,"channel":1,"num_words":2,"start":258.785,"end":259.765},{"sentences":[{"text":"Okay.","start":260.08093,"end":260.48093,"sentiment":"neutral","sentiment_score":0.1332356035709381},{"text":"Perfect.","start":260.48093,"end":260.96094,"sentiment":"neutral","sentiment_score":0.30001720786094666},{"text":"You got it 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The agent confirms that the account is no longer active and sends a billing error email to the customer. The agent also offers to send a screenshot of the billing error and confirms that the account is now fully closed."},"intents":{"segments":[{"text":"This is Airtel accounts. How may I help you today? Hi. Good afternoon.","start_word":3,"end_word":15,"intents":[{"intent":"Provide assistance","confidence_score":0.05822316}]},{"text":"I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service. Like, I Internet service, and I had to the another company. So I received one in invoice that I had to pay, like, pretty little amount. And is it actually correct?","start_word":31,"end_word":80,"intents":[{"intent":"Verify billing","confidence_score":0.00014630637}]},{"text":"And is it actually correct? Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more. So can you I check?","start_word":76,"end_word":116,"intents":[{"intent":"Confirm payment","confidence_score":0.06253097}]},{"text":"Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more. So can you I check?","start_word":81,"end_word":116,"intents":[{"intent":"Request additional payment","confidence_score":0.00030063724}]},{"text":"So can you I check? got it.","start_word":112,"end_word":118,"intents":[{"intent":"Retrieve account","confidence_score":0.008241436}]},{"text":"So what you are pertaining with is the invoice that you received first of this month for the amount of $3. Right? Yeah.","start_word":249,"end_word":271,"intents":[{"intent":"Check invoice","confidence_score":0.09420278}]},{"text":"also, if you want, I can send you the screenshot showing the status and the balance showing zero. Alright? Yes, please.","start_word":441,"end_word":461,"intents":[{"intent":"Update invoice status","confidence_score":0.031093672}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. This is Airtel accounts. How may I help you today? Hi. Good afternoon. I'm Astrafi from Astrafi. I was actually I am not how can I say that? I had the Airtel service, but for that, like, few days, and I haven't received any, like, Internet service. Like, I Internet service, and I had to the another company. So I received one in invoice that I had to pay, like, pretty little amount. And is it actually correct? Because I didn't use the service, and I already paid the initial the payment when I actually put contact on this actually service. So I paid even $45 that time more. So can you I check? got it. Sure.","start_word":0,"end_word":119,"sentiment":"neutral","sentiment_score":-0.08321745693683624},{"text":"I would love to help you today.","start_word":120,"end_word":126,"sentiment":"positive","sentiment_score":0.5487204790115356},{"text":"I'll just need to pull out your account here. Okay? That way we can start this out. What is your full name and your birthday? My full name is Asrafi, a s r a f I, and then Kakoli, k a k o l I, then Reza, r e zed a.","start_word":127,"end_word":177,"sentiment":"neutral","sentiment_score":0.12622922658920288},{"text":"Perfect. Thank you. Nice to have you on the line.","start_word":178,"end_word":187,"sentiment":"positive","sentiment_score":0.4783344566822052},{"text":"And your birthday, please? 10/10/1984. Thank you. Just give me a minute or two, Ashrafie. I'll just No go ahead problem. and put you on hold. Let me take a look your account here. Alright? Okay. Yeah. Okay. Thank you. One moment. No problem.","start_word":188,"end_word":231,"sentiment":"neutral","sentiment_score":0.07422538101673126},{"text":"Thank you so much for waiting on the line, miss Raffy.","start_word":232,"end_word":242,"sentiment":"positive","sentiment_score":0.36997053027153015},{"text":"No problem. Yeah. Alright. Thank you. So what you are pertaining with is the invoice that you received first of this month for the amount of $3. Right? Yeah. Yeah. Okay.","start_word":243,"end_word":273,"sentiment":"neutral","sentiment_score":0.06402020156383514},{"text":"I'm so sorry. This is a a billing error because I could see in here that your account is no longer active. And I could see in here that that invoice has been null and void. It's already been removed on the account.","start_word":274,"end_word":316,"sentiment":"negative","sentiment_score":-0.3766190707683563},{"text":"So nothing to worry. Your account is fully closed. It's already been inactive, and Mhmm. no invoice should be paid. Just disregard that. I'm showing here it's already been removed. The second day that it was identified due to a billing error, reason why Mhmm. you received that invoice. Yeah. Okay. Can I get one actually, like, any email that this info is actually everything is closed, and we need to this we got this Yeah. yeah? This one. Please Sure. Sure. send Nothing me this to email. sure. Nothing to worry. I'll just go ahead and send you an email confirming that your service, it's already been canceled, and you do have a inactive account with Airtel. Me too. Okay? Yeah. And, Okay. also, if you want, I can send you the screenshot showing the status and the balance showing zero. Alright? Yes, please. So Yeah. if any billing error occurs and you got an invoice, just disregard. And nothing to worry. It's being corrected on our end as Okay. well. But Okay I send then. you still the email, okay, Yes, to your please. email address. Confirmation. It's the same Thank one. you. Right? The one we have a record? Yes. Yes. Okay. Perfect. You got it shortly. Right? Okay then. Thank Okay.","start_word":317,"end_word":531,"sentiment":"neutral","sentiment_score":-0.03381233662366867},{"text":"you Thank so much. you. Thank Have you. a good one, and be safe.","start_word":532,"end_word":545,"sentiment":"positive","sentiment_score":0.4600638449192047},{"text":"You too. Bye. Thank you. Bye. Bye. Bye.","start_word":546,"end_word":553,"sentiment":"neutral","sentiment_score":0.1910592587664723}],"average":{"sentiment":"neutral","sentiment_score":0.003061920180356592}}}}