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Yeah. I do... Yes. That's actually correct. Since the... I know the the... Which is the, you know, just a small amount. However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance. So it will not be included on the today's... Or the current outstanding balance for October. But if you are to pay for the previous balance Let me just pull up your account because... Mhmm. Sure. I'll be more than happy to check on that for you. Just give me one second. Let me just pull up your account. Okay. Let me just check on your most latest invoice. Alright. Yeah. It was just, you know, presented on the invoice. However, it still it would be paid still separately. Your October invoice only cover October invoice. And if in any case that you will need to pay for the September invoice or the previous invoice, The invoice for September should be paid, so it's gonna be separately... Separate payment. But it's fine if you are... I'm sorry? Okay. Let me just check if there's another invoice that was sent to you. But on your end, is it showing that you could pay for it together? Because... Oh, that's... Well, the last invoice that I'm seeing here in your account was only covering the October invoice. So isn't it... That's fine. That's $17.06 dollars and 49¢. It's the invoice number. Sir, if you're seeing an an option for you to pay for it together? Yes, sir. Mhmm. No worries. Yeah. I am so sorry for that, Skye. If you have an option to pay for free together including the September invite, it's totally fine. We'll just check on your account for payment update or payment correction, if any. Okay. Just give me one second. Okay. Hold on. So your current plan is for 25 MBBS. Right? 25 MBBS. Oh, yeah. Sorry. So, actually, what happened... What the invoice that you're currently seeing is that actually correct, Sky. And we actually experienced an increase in the cost associated with, you know, maintaining and providing our network services. So we also had to follow updating or updating smaller chunk or in... Price increase for for the Linum network. So I wanted to just inform you about it as well. So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite. Mhmm. That was just started October, and for some reason, this is a major changes in the... In... I mean, Internet service provider. But since you know... I know I know. I I know. Right? I remember you. You just signed up for with us with contract, and we really understand where you're coming from regarding with this price exchange. Mhmm. Yeah. No. I really under So, Skye, you signed up for the 25 MBBS. Now it costs 90 dollars per month, Skye. Let me just go ahead and check here if I could be able to, you know, retrieve... Yeah. I'm here. Just give me... Yes, Kai. So don't worry. We're on it together. I will make sure to help you and give you the best option that I could offer to you. Okay? So don't worry for this. Mhmm. Yes. Sure. No worries. I'm on it, Skye. Just give me one second. Okay? Alright. Skye, your your previous plan for 25 MBBS or our... Was actually $69.95. I know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because regarding with this price increase... Mhmm. Yes. A 15% discount, Skye. That's why I would love to also offer... Here's what's... Alright. So just let me know how... I mean, whichever option is convenient for you. For this month, October, I can go ahead and or modify your invoice going back to your normal or previous... Mhmm. I know. I really understand. I hear you. So I'll... Let me go ahead and check your options that I could offer to you. Okay? Rest assured that I'll be... Yes. Yes. No worries. So I'll go ahead and check here, provide you an option for your plan. Okay? So for this one... Just give me one second. So for this one, for one to four... Two... Mhmm. Mhmm. Okay. So, Skye, I really understand, and you are... And you have the right to do so. Just give us another chance to rectify this issue. I'm sure that this can be resolved on... Or on on on both sides. Okay? So for the meantime, alright, I I know that you've signed up for $69.95. And, also, the price is already live on our website, or the new prices are already live on our new website. So for this one... I'm sorry. I'm not for this one. But for the meantime, while you're on the line, I'll go ahead and rectified or modified your invoice, your current invoice for $76.49 back to your $69.95 plus the 15% discount. Alright? So regarding your coming months... Yes. One second. Yes. One second, please. Hold on. So that's total of $59.46. $59.46. So that's 15% of $69.95. Yes. I... Mhmm. Yes. I I know. Right? I hear you. And mhmm. And we really appreciate you for choosing Airtel. And I know... I mean, this is one of the reason why I will wanna maximize our... My options here for it to be offered to you. K? But I just need some... You know, since this is a major changes as well on our end, I'll need to present or propose a... The best option for your account. But for the meantime, since I will need to propose this to the team as well, for the meantime, again, I'll go back... I'll have to modify your invoice back to your $69 or previous plan with 15% discount, which is $59.46. And for the remaining month, I'll go ahead and check on it. Alright? However, setting expectations, the new price will... I mean, the discounted price will be deducted from the current price right now. But we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted I mean, the previous price. I mean, the previous price, Kylie. I'm so sorry for that. Okay. Mhmm. Mhmm. Mhmm. Yes. I I I know. Alright? However, please also understand that your account is showing that the prices might vary depending on Linham Networks. So prices are subject to change. That's why I am... I wanna work with you giving you the best prices that we could offer to you for what happened. Okay? I I won't leave you behind. I'll work with you. I'll work on your account. I'll be the one to talk to you. Alright? Because everything is valid. Your feedback are valid, and we really appreciate you for sharing that to me. Rest assured that this will also be forwarded to our dedicated team. Yeah. I just wanna help you regarding with your account as well. Okay. Can you... Alright. So could you tell me how... I mean, how would... I mean, how's your experience with your... The 25 MBBS? Is it still... Can... Okay. I will. Just give me one second. Alright. Skye has already sent you the modified invoice amounting $59.46. So that's for the month of October. Hello, Sky? Alright. Just keep... Let's just give, like, some moment. I've sent this through your account. On our end, it says, successfully forwarded today at 09:39. So let's, give the system, like, one to two minutes of... For you to to also receive that on your end. Confirming we also have the same email address, could you verify your email address, please? Mhmm. Mhmm. Yes. That is what is your signed up for, Sky. That was August. However, start... Mhmm. Oh, yeah. Yes. Correct. Right. So this is your first invoice for the month of October, Sky, of $59.46. Again, setting expectation, the new price will still be reflecting until the following month. But I... As I've mentioned earlier, you still get to get the 15% discount. And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price. Okay? Don't worry, Skye. I will work on it. So your plan has 15% discount for three months. And I'll take a look if I'm... If I can... This is the first month. Yes. Yeah. Just give me one second as well. Hold on. Yeah. There are still two remaining months, and I'm... I I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye. I can set a expectation that's gonna be from your... I mean, from our live new prices for Linham Network. But I will leave you empty handed. I'll make sure that I'll call back with you with some good news with extended discount to your account. It's going... It's $90, Kai. So that's the new prices with Linham Network as we also need to follow their changes for... Yeah. That's the current price. Yes, Kai. Could you share to me what will make you satisfied? I will try my best to work in it for the team. Yeah. Skye, if I may ask how many Internet users usually use the Internet in your household? Okay. Alright. So alright. I'll take note of that. Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount. Okay? Well, I can give you a call within the day. Okay? Alright. So before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your... I mean, what happened with regards to your current plan. I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback. Alright. So that's why I'll go ahead and propose your account to the team, and I'll get back to you. Okay? Alright. Thank you so much, and enjoy the rest of your day, Skye. 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you for calling Airtel. My name is Mary. May I have your name, please? I'm doing great, Skye. Thank you so much for calling us.\n\nHow... Yeah. I actually left a voice mail yesterday. Mhmm. Yeah.\n\nI do... Yes. That's actually correct. Since the... I know the the...\n\nWhich is the, you know, just a small amount. However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance. So it will not be included on the today's... Or the current outstanding balance for October. But if you are to pay for the previous balance Let me just pull up your account because...\n\nMhmm. Sure. I'll be more than happy to check on that for you. Just give me one second. Let me just pull up your account.\n\nOkay. Let me just check on your most latest invoice. Alright. Yeah. It was just, you know, presented on the invoice.\n\nHowever, it still it would be paid still separately. Your October invoice only cover October invoice. And if in any case that you will need to pay for the September invoice or the previous invoice, The invoice for September should be paid, so it's gonna be separately... Separate payment. But it's fine if you are...\n\nI'm sorry? Okay. Let me just check if there's another invoice that was sent to you. But on your end, is it showing that you could pay for it together? Because...\n\nOh, that's... Well, the last invoice that I'm seeing here in your account was only covering the October invoice. So isn't it... That's fine. That's $17.06 dollars and 49¢.\n\nIt's the invoice number. Sir, if you're seeing an an option for you to pay for it together? Yes, sir. Mhmm. No worries.\n\nYeah. I am so sorry for that, Skye. If you have an option to pay for free together including the September invite, it's totally fine. We'll just check on your account for payment update or payment correction, if any. Okay.\n\nJust give me one second. Okay. Hold on. So your current plan is for 25 MBBS. Right?\n\n25 MBBS. Oh, yeah. Sorry. So, actually, what happened... What the invoice that you're currently seeing is that actually correct, Sky.\n\nAnd we actually experienced an increase in the cost associated with, you know, maintaining and providing our network services. So we also had to follow updating or updating smaller chunk or in... Price increase for for the Linum network. So I wanted to just inform you about it as well. So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite.\n\nMhmm. That was just started October, and for some reason, this is a major changes in the... In... I mean, Internet service provider. But since you know...\n\nI know I know. I I know. Right? I remember you. You just signed up for with us with contract, and we really understand where you're coming from regarding with this price exchange.\n\nMhmm. Yeah. No. I really under So, Skye, you signed up for the 25 MBBS. Now it costs 90 dollars per month, Skye.\n\nLet me just go ahead and check here if I could be able to, you know, retrieve... Yeah. I'm here. Just give me... Yes, Kai.\n\nSo don't worry. We're on it together. I will make sure to help you and give you the best option that I could offer to you. Okay? So don't worry for this.\n\nMhmm. Yes. Sure. No worries. I'm on it, Skye.\n\nJust give me one second. Okay? Alright. Skye, your your previous plan for 25 MBBS or our... Was actually $69.95.\n\nI know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because regarding with this price increase... Mhmm. Yes. A 15% discount, Skye.\n\nThat's why I would love to also offer... Here's what's... Alright. So just let me know how... I mean, whichever option is convenient for you.\n\nFor this month, October, I can go ahead and or modify your invoice going back to your normal or previous... Mhmm. I know. I really understand. I hear you.\n\nSo I'll... Let me go ahead and check your options that I could offer to you. Okay? Rest assured that I'll be... Yes.\n\nYes. No worries. So I'll go ahead and check here, provide you an option for your plan. Okay? So for this one...\n\nJust give me one second. So for this one, for one to four... Two... Mhmm. Mhmm.\n\nOkay. So, Skye, I really understand, and you are... And you have the right to do so. Just give us another chance to rectify this issue. I'm sure that this can be resolved on...\n\nOr on on on both sides. Okay? So for the meantime, alright, I I know that you've signed up for $69.95. And, also, the price is already live on our website, or the new prices are already live on our new website. So for this one...\n\nI'm sorry. I'm not for this one. But for the meantime, while you're on the line, I'll go ahead and rectified or modified your invoice, your current invoice for $76.49 back to your $69.95 plus the 15% discount. Alright? So regarding your coming months...\n\nYes. One second. Yes. One second, please. Hold on.\n\nSo that's total of $59.46. $59.46. So that's 15% of $69.95. Yes. I...\n\nMhmm. Yes. I I know. Right? I hear you.\n\nAnd mhmm. And we really appreciate you for choosing Airtel. And I know... I mean, this is one of the reason why I will wanna maximize our... My options here for it to be offered to you.\n\nK? But I just need some... You know, since this is a major changes as well on our end, I'll need to present or propose a... The best option for your account. But for the meantime, since I will need to propose this to the team as well, for the meantime, again, I'll go back...\n\nI'll have to modify your invoice back to your $69 or previous plan with 15% discount, which is $59.46. And for the remaining month, I'll go ahead and check on it. Alright? However, setting expectations, the new price will... I mean, the discounted price will be deducted from the current price right now.\n\nBut we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted I mean, the previous price. I mean, the previous price, Kylie. I'm so sorry for that. Okay. Mhmm.\n\nMhmm. Mhmm. Yes. I I I know. Alright?\n\nHowever, please also understand that your account is showing that the prices might vary depending on Linham Networks. So prices are subject to change. That's why I am... I wanna work with you giving you the best prices that we could offer to you for what happened. Okay?\n\nI I won't leave you behind. I'll work with you. I'll work on your account. I'll be the one to talk to you. Alright?\n\nBecause everything is valid. Your feedback are valid, and we really appreciate you for sharing that to me. Rest assured that this will also be forwarded to our dedicated team. Yeah. I just wanna help you regarding with your account as well.\n\nOkay. Can you... Alright. So could you tell me how... I mean, how would...\n\nI mean, how's your experience with your... The 25 MBBS? Is it still... Can... Okay.\n\nI will. Just give me one second. Alright. Skye has already sent you the modified invoice amounting $59.46. So that's for the month of October.\n\nHello, Sky? Alright. Just keep... Let's just give, like, some moment. I've sent this through your account.\n\nOn our end, it says, successfully forwarded today at 09:39. So let's, give the system, like, one to two minutes of... For you to to also receive that on your end. Confirming we also have the same email address, could you verify your email address, please? Mhmm.\n\nMhmm. Yes. That is what is your signed up for, Sky. That was August. However, start...\n\nMhmm. Oh, yeah. Yes. Correct. Right.\n\nSo this is your first invoice for the month of October, Sky, of $59.46. Again, setting expectation, the new price will still be reflecting until the following month. But I... As I've mentioned earlier, you still get to get the 15% discount. And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price.\n\nOkay? Don't worry, Skye. I will work on it. So your plan has 15% discount for three months. And I'll take a look if I'm...\n\nIf I can... This is the first month. Yes. Yeah. Just give me one second as well.\n\nHold on. Yeah. There are still two remaining months, and I'm... I I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye. I can set a expectation that's gonna be from your...\n\nI mean, from our live new prices for Linham Network. But I will leave you empty handed. I'll make sure that I'll call back with you with some good news with extended discount to your account. It's going... It's $90, Kai.\n\nSo that's the new prices with Linham Network as we also need to follow their changes for... Yeah. That's the current price. Yes, Kai. Could you share to me what will make you satisfied?\n\nI will try my best to work in it for the team. Yeah. Skye, if I may ask how many Internet users usually use the Internet in your household? Okay. Alright.\n\nSo alright. I'll take note of that. Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount. Okay? Well, I can give you a call within the day.\n\nOkay? Alright. So before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your... I mean, what happened with regards to your current plan. I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback.\n\nAlright. So that's why I'll go ahead and propose your account to the team, and I'll get back to you. Okay? Alright. Thank you so much, and enjoy the rest of your day, Skye.\n\nGoodbye for now.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.96,"end":2.32,"sentiment":"positive","sentiment_score":0.5105538308620453},{"text":"My name is Mary.","start":2.32,"end":3.1999998,"sentiment":"positive","sentiment_score":0.3669848069548607},{"text":"May I have your name, please?","start":3.1999998,"end":4.5,"sentiment":"neutral","sentiment_score":0.24719170729319254},{"text":"I'm doing great, Skye.","start":8.08,"end":9.44,"sentiment":"positive","sentiment_score":0.7344325929880142},{"text":"Thank you so much for calling us.","start":9.44,"end":11.44,"sentiment":"positive","sentiment_score":0.712457001209259}],"sentiment":"positive","sentiment_score":0.5164918463963729,"num_words":26,"start":0.96,"end":11.44},{"sentences":[{"text":"How...","start":11.44,"end":11.92,"sentiment":"neutral","sentiment_score":0.2282213568687439},{"text":"Yeah.","start":11.92,"end":12.24,"sentiment":"neutral","sentiment_score":0.052066534757614136},{"text":"I actually left a voice mail yesterday.","start":12.24,"end":14.98,"sentiment":"neutral","sentiment_score":-0.009534985625318118},{"text":"Mhmm.","start":24.965,"end":25.465,"sentiment":"neutral","sentiment_score":-0.006428252439945936},{"text":"Yeah.","start":25.845,"end":26.345,"sentiment":"neutral","sentiment_score":0.005712175741791725}],"sentiment":"neutral","sentiment_score":0.01934790141372518,"num_words":11,"start":11.44,"end":26.345},{"sentences":[{"text":"I do...","start":26.404999,"end":27.145,"sentiment":"neutral","sentiment_score":0.016468789894133806},{"text":"Yes.","start":27.765,"end":28.005,"sentiment":"neutral","sentiment_score":0.027887415140867233},{"text":"That's actually correct.","start":28.005,"end":29.064999,"sentiment":"neutral","sentiment_score":0.05873833845059077},{"text":"Since the...","start":29.525,"end":30.81,"sentiment":"neutral","sentiment_score":-0.03128167800605297},{"text":"I know the the...","start":30.81,"end":31.77,"sentiment":"neutral","sentiment_score":-0.032722200732678175}],"sentiment":"neutral","sentiment_score":0.0036323209448407092,"num_words":12,"start":26.404999,"end":31.77},{"sentences":[{"text":"Which is the, you know, just a small amount.","start":31.77,"end":34.81,"sentiment":"neutral","sentiment_score":-0.0859384255276786},{"text":"However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance.","start":34.81,"end":43.445,"sentiment":"neutral","sentiment_score":-0.14641118670503298},{"text":"So it will not be included on the today's...","start":43.445,"end":47.625,"sentiment":"neutral","sentiment_score":-0.16325144800874922},{"text":"Or the current outstanding balance for October.","start":47.925,"end":50.265,"sentiment":"neutral","sentiment_score":-0.12369743521724429},{"text":"But if you are to pay for the previous balance Let me just pull up your account because...","start":50.645,"end":72.384995,"sentiment":"neutral","sentiment_score":-0.042767276159591146}],"sentiment":"neutral","sentiment_score":-0.10678365967068516,"num_words":61,"start":31.77,"end":72.384995},{"sentences":[{"text":"Mhmm.","start":76.204994,"end":76.604996,"sentiment":"neutral","sentiment_score":0.023201975971460342},{"text":"Sure.","start":76.604996,"end":76.84499,"sentiment":"neutral","sentiment_score":0.10580159723758698},{"text":"I'll be more than happy to check on that for you.","start":76.84499,"end":79.485,"sentiment":"neutral","sentiment_score":0.305579274892807},{"text":"Just give me one second.","start":79.485,"end":80.365,"sentiment":"neutral","sentiment_score":0.12536526173353196},{"text":"Let me just pull up your account.","start":80.365,"end":81.905,"sentiment":"neutral","sentiment_score":0.05430378498775618}],"sentiment":"neutral","sentiment_score":0.1798931360244751,"num_words":25,"start":76.204994,"end":81.905},{"sentences":[{"text":"Okay.","start":86.58,"end":87.08,"sentiment":"neutral","sentiment_score":0.02867216430604458},{"text":"Let me just check on your most latest invoice.","start":89.700005,"end":95.64,"sentiment":"neutral","sentiment_score":0.021609544133146603},{"text":"Alright.","start":107.395004,"end":107.895004,"sentiment":"neutral","sentiment_score":0.008065812289714813},{"text":"Yeah.","start":108.035,"end":108.535,"sentiment":"neutral","sentiment_score":-0.0067538050934672356},{"text":"It was just, you know, presented on the invoice.","start":108.675,"end":112.195,"sentiment":"neutral","sentiment_score":-0.01743375447889169}],"sentiment":"neutral","sentiment_score":0.003217441828123161,"num_words":21,"start":86.58,"end":112.195},{"sentences":[{"text":"However, it still it would be paid still separately.","start":112.195,"end":117.87,"sentiment":"neutral","sentiment_score":-0.07772229901618427},{"text":"Your October invoice only cover October invoice.","start":119.37,"end":122.09,"sentiment":"neutral","sentiment_score":-0.08195219135710172},{"text":"And if in any case that you will need to pay for the September invoice or the previous invoice, The invoice for September should be paid, so it's gonna be separately...","start":122.09,"end":130.385,"sentiment":"neutral","sentiment_score":-0.051725117069098256},{"text":"Separate payment.","start":131.245,"end":132.065,"sentiment":"neutral","sentiment_score":-0.042707862332463264},{"text":"But it's fine if you are...","start":133.005,"end":134.785,"sentiment":"neutral","sentiment_score":-0.042182279750704765}],"sentiment":"neutral","sentiment_score":-0.05845734659921039,"num_words":55,"start":112.195,"end":134.785},{"sentences":[{"text":"I'm sorry?","start":141.485,"end":142.22499,"sentiment":"neutral","sentiment_score":-0.10831144079566002},{"text":"Okay.","start":152.85,"end":153.35,"sentiment":"neutral","sentiment_score":0.03650546818971634},{"text":"Let me just check if there's another invoice that was sent to you.","start":153.57,"end":157.27,"sentiment":"neutral","sentiment_score":0.006877027559452332},{"text":"But on your end, is it showing that you could pay for it together?","start":164.08499,"end":168.185,"sentiment":"neutral","sentiment_score":-0.0006852591676371438},{"text":"Because...","start":168.565,"end":169.065,"sentiment":"neutral","sentiment_score":-0.01983447372913361}],"sentiment":"neutral","sentiment_score":-0.003875617974347645,"num_words":31,"start":141.485,"end":169.065},{"sentences":[{"text":"Oh, that's...","start":173.77,"end":174.67,"sentiment":"neutral","sentiment_score":-0.14892637729644775},{"text":"Well, the last invoice that I'm seeing here in your account was only covering the October invoice.","start":176.65,"end":182.35,"sentiment":"neutral","sentiment_score":-0.18087040764444015},{"text":"So isn't it...","start":182.81,"end":183.87,"sentiment":"neutral","sentiment_score":-0.10071986416975658},{"text":"That's fine.","start":184.09,"end":184.83,"sentiment":"neutral","sentiment_score":-0.05583617277443409},{"text":"That's $17.06 dollars and 49¢.","start":187.275,"end":190.255,"sentiment":"neutral","sentiment_score":-0.02300729975104332}],"sentiment":"neutral","sentiment_score":-0.13851824362895318,"num_words":29,"start":173.77,"end":190.255},{"sentences":[{"text":"It's the invoice number.","start":190.635,"end":191.935,"sentiment":"neutral","sentiment_score":0.07686794362962246},{"text":"Sir, if you're seeing an an option for you to pay for it together?","start":201.12,"end":205.38,"sentiment":"neutral","sentiment_score":0.011501280191753591},{"text":"Yes, sir.","start":207.04001,"end":207.94,"sentiment":"neutral","sentiment_score":0.010211841552518308},{"text":"Mhmm.","start":210.56,"end":210.96,"sentiment":"neutral","sentiment_score":0.0033223647624254227},{"text":"No worries.","start":210.96,"end":211.68001,"sentiment":"neutral","sentiment_score":0.007492031902074814}],"sentiment":"neutral","sentiment_score":0.02205303516846312,"num_words":23,"start":190.635,"end":211.68001},{"sentences":[{"text":"Yeah.","start":211.68001,"end":212.0,"sentiment":"neutral","sentiment_score":-0.05556635931134224},{"text":"I am so sorry for that, Skye.","start":212.0,"end":213.78,"sentiment":"neutral","sentiment_score":-0.13659152601446425},{"text":"If you have an option to pay for free together including the September invite, it's totally fine.","start":214.74501,"end":220.985,"sentiment":"neutral","sentiment_score":0.2597052209517535},{"text":"We'll just check on your account for payment update or payment correction, if any.","start":220.985,"end":228.285,"sentiment":"neutral","sentiment_score":0.019296830786126002},{"text":"Okay.","start":240.5,"end":241.0,"sentiment":"neutral","sentiment_score":-0.02654137648642063}],"sentiment":"neutral","sentiment_score":0.09117239923216403,"num_words":40,"start":211.68001,"end":241.0},{"sentences":[{"text":"Just give me one second.","start":245.555,"end":247.095,"sentiment":"neutral","sentiment_score":-0.03719809055328369},{"text":"Okay.","start":248.995,"end":249.39499,"sentiment":"neutral","sentiment_score":-0.02042100951075554},{"text":"Hold on.","start":249.39499,"end":250.215,"sentiment":"neutral","sentiment_score":-0.01837276853621006},{"text":"So your current plan is for 25 MBBS.","start":251.95499,"end":255.415,"sentiment":"neutral","sentiment_score":-0.029872857499867678},{"text":"Right?","start":255.95499,"end":256.41,"sentiment":"neutral","sentiment_score":-0.019524648785591125}],"sentiment":"neutral","sentiment_score":-0.029509676949066276,"num_words":17,"start":245.555,"end":256.41},{"sentences":[{"text":"25 MBBS.","start":264.33002,"end":266.11002,"sentiment":"neutral","sentiment_score":-0.02940759900957346},{"text":"Oh, yeah.","start":268.49,"end":269.965,"sentiment":"neutral","sentiment_score":-0.0652468316257},{"text":"Sorry.","start":269.965,"end":270.365,"sentiment":"neutral","sentiment_score":-0.10070723295211792},{"text":"So, actually, what happened...","start":270.365,"end":271.405,"sentiment":"neutral","sentiment_score":-0.10172593966126442},{"text":"What the invoice that you're currently seeing is that actually correct, Sky.","start":271.405,"end":276.945,"sentiment":"neutral","sentiment_score":-0.16088174469769}],"sentiment":"neutral","sentiment_score":-0.1251190852019049,"num_words":21,"start":264.33002,"end":276.945},{"sentences":[{"text":"And we actually experienced an increase in the cost associated with, you know, maintaining and providing our network services.","start":277.725,"end":285.3,"sentiment":"neutral","sentiment_score":-0.298248658839025},{"text":"So we also had to follow updating or updating smaller chunk or in...","start":285.36,"end":295.44,"sentiment":"neutral","sentiment_score":-0.16646475402208474},{"text":"Price increase for for the Linum network.","start":295.44,"end":298.25998,"sentiment":"neutral","sentiment_score":-0.14346721661942347},{"text":"So I wanted to just inform you about it as well.","start":299.39502,"end":304.135,"sentiment":"neutral","sentiment_score":0.029322377998720516},{"text":"So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite.","start":304.355,"end":313.415,"sentiment":"neutral","sentiment_score":-0.016658164937758728}],"sentiment":"neutral","sentiment_score":-0.12482129777847252,"num_words":71,"start":277.725,"end":313.415},{"sentences":[{"text":"Mhmm.","start":318.92,"end":319.42,"sentiment":"neutral","sentiment_score":-0.08045599609613419},{"text":"That was just started October, and for some reason, this is a major changes in the...","start":322.12,"end":332.135,"sentiment":"neutral","sentiment_score":-0.1701835892163217},{"text":"In...","start":332.135,"end":332.375,"sentiment":"neutral","sentiment_score":-0.09182757884263992},{"text":"I mean, Internet service provider.","start":332.375,"end":335.035,"sentiment":"neutral","sentiment_score":-0.09062026292085648},{"text":"But since you know...","start":335.495,"end":336.695,"sentiment":"neutral","sentiment_score":-0.06073224078863859}],"sentiment":"neutral","sentiment_score":-0.1330093066725466,"num_words":27,"start":318.92,"end":336.695},{"sentences":[{"text":"I know I know.","start":336.695,"end":337.575,"sentiment":"neutral","sentiment_score":-0.058484574779868126},{"text":"I I know.","start":337.575,"end":338.215,"sentiment":"neutral","sentiment_score":-0.04474862664937973},{"text":"Right?","start":338.215,"end":338.45502,"sentiment":"neutral","sentiment_score":-0.031531233340501785},{"text":"I remember you.","start":338.45502,"end":339.335,"sentiment":"neutral","sentiment_score":-0.028263842687010765},{"text":"You just signed up for with us with contract, and we really understand where you're coming from regarding with this price exchange.","start":339.335,"end":347.68,"sentiment":"neutral","sentiment_score":-0.12156659398566592}],"sentiment":"neutral","sentiment_score":-0.09572642448950898,"num_words":33,"start":336.695,"end":347.68},{"sentences":[{"text":"Mhmm.","start":360.885,"end":361.385,"sentiment":"neutral","sentiment_score":-0.10505872964859007},{"text":"Yeah.","start":361.525,"end":361.845,"sentiment":"neutral","sentiment_score":-0.07914023101329803},{"text":"No.","start":361.845,"end":362.165,"sentiment":"neutral","sentiment_score":-0.18938574194908145},{"text":"I really under So, Skye, you signed up for the 25 MBBS.","start":362.165,"end":371.065,"sentiment":"neutral","sentiment_score":-0.05478035348157088},{"text":"Now it costs 90 dollars per month, Skye.","start":375.74002,"end":378.72,"sentiment":"neutral","sentiment_score":-0.03783193603157997}],"sentiment":"neutral","sentiment_score":-0.05798280141923739,"num_words":23,"start":360.885,"end":378.72},{"sentences":[{"text":"Let me just go ahead and check here if I could be able to, you know, retrieve...","start":382.30002,"end":387.69498,"sentiment":"neutral","sentiment_score":-0.01916164378909504},{"text":"Yeah.","start":390.155,"end":390.63498,"sentiment":"neutral","sentiment_score":0.00886619370430708},{"text":"I'm here.","start":390.63498,"end":391.29498,"sentiment":"neutral","sentiment_score":0.01753612421452999},{"text":"Just give me...","start":391.595,"end":392.41498,"sentiment":"neutral","sentiment_score":-0.003910279832780361},{"text":"Yes, Kai.","start":393.51498,"end":394.41498,"sentiment":"neutral","sentiment_score":0.09103931859135628}],"sentiment":"neutral","sentiment_score":-0.004458468183875084,"num_words":25,"start":382.30002,"end":394.41498},{"sentences":[{"text":"So don't worry.","start":394.555,"end":395.755,"sentiment":"neutral","sentiment_score":0.12089454631010692},{"text":"We're on it together.","start":395.755,"end":396.895,"sentiment":"neutral","sentiment_score":0.24013565853238106},{"text":"I will make sure to help you and give you the best option that I could offer to you.","start":396.955,"end":401.57,"sentiment":"neutral","sentiment_score":0.22216787071604477},{"text":"Okay?","start":401.57,"end":402.07,"sentiment":"neutral","sentiment_score":0.046976059675216675},{"text":"So don't worry for this.","start":402.37,"end":404.55,"sentiment":"neutral","sentiment_score":-0.07770188003778458}],"sentiment":"neutral","sentiment_score":0.16259007737971842,"num_words":32,"start":394.555,"end":404.55},{"sentences":[{"text":"Mhmm.","start":409.33,"end":409.83,"sentiment":"neutral","sentiment_score":0.04751870781183243},{"text":"Yes.","start":415.20502,"end":415.70502,"sentiment":"neutral","sentiment_score":0.07382237911224365},{"text":"Sure.","start":421.605,"end":422.105,"sentiment":"neutral","sentiment_score":0.08804647624492645},{"text":"No worries.","start":422.165,"end":422.725,"sentiment":"neutral","sentiment_score":0.11695333942770958},{"text":"I'm on it, Skye.","start":422.725,"end":423.605,"sentiment":"neutral","sentiment_score":0.12185430340468884}],"sentiment":"neutral","sentiment_score":0.103412383960353,"num_words":9,"start":409.33,"end":423.605},{"sentences":[{"text":"Just give me one second.","start":423.605,"end":424.64502,"sentiment":"neutral","sentiment_score":0.06300149634480476},{"text":"Okay?","start":424.64502,"end":425.14502,"sentiment":"neutral","sentiment_score":0.04789363965392113},{"text":"Alright.","start":436.65,"end":437.15,"sentiment":"neutral","sentiment_score":0.024671336635947227},{"text":"Skye, your your previous plan for 25 MBBS or our...","start":437.21002,"end":443.39502,"sentiment":"neutral","sentiment_score":-0.013768379669636488},{"text":"Was actually $69.95.","start":443.775,"end":446.67502,"sentiment":"neutral","sentiment_score":-0.03470361170669397}],"sentiment":"neutral","sentiment_score":0.00728889130987227,"num_words":20,"start":423.605,"end":446.67502},{"sentences":[{"text":"I know this is a major changes with our price increase.","start":447.055,"end":449.855,"sentiment":"neutral","sentiment_score":-0.13135934485630554},{"text":"That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because regarding with this price increase...","start":449.855,"end":462.33002,"sentiment":"neutral","sentiment_score":0.015911913506927028},{"text":"Mhmm.","start":464.95,"end":465.45,"sentiment":"neutral","sentiment_score":-0.008356922306120396},{"text":"Yes.","start":471.055,"end":471.455,"sentiment":"neutral","sentiment_score":0.08907066285610199},{"text":"A 15% discount, Skye.","start":471.455,"end":473.375,"sentiment":"neutral","sentiment_score":0.1932261735200882}],"sentiment":"neutral","sentiment_score":-0.002043021668214351,"num_words":48,"start":447.055,"end":473.375},{"sentences":[{"text":"That's why I would love to also offer...","start":473.375,"end":475.555,"sentiment":"neutral","sentiment_score":0.24615227617323399},{"text":"Here's what's...","start":478.41498,"end":479.155,"sentiment":"neutral","sentiment_score":0.013578059384599328},{"text":"Alright.","start":479.215,"end":479.535,"sentiment":"neutral","sentiment_score":0.007374896667897701},{"text":"So just let me know how...","start":479.535,"end":484.27002,"sentiment":"neutral","sentiment_score":0.030381932233770687},{"text":"I mean, whichever option is convenient for you.","start":484.33002,"end":487.45,"sentiment":"neutral","sentiment_score":0.06113176001235843}],"sentiment":"neutral","sentiment_score":0.10700379593297839,"num_words":25,"start":473.375,"end":487.45},{"sentences":[{"text":"For this month, October, I can go ahead and or modify your invoice going back to your normal or previous...","start":487.45,"end":497.52502,"sentiment":"neutral","sentiment_score":-0.017548026517033577},{"text":"Mhmm.","start":506.70502,"end":507.20502,"sentiment":"neutral","sentiment_score":-0.18942683935165405},{"text":"I know.","start":507.42502,"end":507.98502,"sentiment":"neutral","sentiment_score":-0.15232868492603302},{"text":"I really understand.","start":507.98502,"end":508.96503,"sentiment":"neutral","sentiment_score":-0.09453894197940826},{"text":"I hear you.","start":509.42502,"end":510.405,"sentiment":"neutral","sentiment_score":-0.07064532736937205}],"sentiment":"neutral","sentiment_score":-0.046227501641059744,"num_words":29,"start":487.45,"end":510.405},{"sentences":[{"text":"So I'll...","start":510.64,"end":511.04,"sentiment":"neutral","sentiment_score":-0.04528782516717911},{"text":"Let me go ahead and check your options that I could offer to you.","start":511.04,"end":515.2,"sentiment":"neutral","sentiment_score":-0.0021290364009993418},{"text":"Okay?","start":515.2,"end":515.7,"sentiment":"neutral","sentiment_score":-0.0004134960472583771},{"text":"Rest assured that I'll be...","start":516.64,"end":518.34,"sentiment":"neutral","sentiment_score":-0.07612419538199902},{"text":"Yes.","start":519.04004,"end":519.54004,"sentiment":"neutral","sentiment_score":-0.11460629850625992}],"sentiment":"neutral","sentiment_score":-0.026783605713559235,"num_words":23,"start":510.64,"end":519.54004},{"sentences":[{"text":"Yes.","start":524.565,"end":524.885,"sentiment":"neutral","sentiment_score":-0.10833419859409332},{"text":"No worries.","start":524.885,"end":525.365,"sentiment":"neutral","sentiment_score":0.004026336595416069},{"text":"So I'll go ahead and check here, provide you an option for your plan.","start":525.365,"end":530.165,"sentiment":"neutral","sentiment_score":0.0721630978264979},{"text":"Okay?","start":530.165,"end":530.665,"sentiment":"neutral","sentiment_score":0.056810155510902405},{"text":"So for this one...","start":531.285,"end":532.245,"sentiment":"neutral","sentiment_score":0.004611386684700847}],"sentiment":"neutral","sentiment_score":0.044784433928064325,"num_words":22,"start":524.565,"end":532.245},{"sentences":[{"text":"Just give me one second.","start":532.245,"end":533.52496,"sentiment":"neutral","sentiment_score":-0.025266463309526442},{"text":"So for this one, for one to four...","start":533.52496,"end":535.46497,"sentiment":"neutral","sentiment_score":-0.0733774749096483},{"text":"Two...","start":541.23004,"end":541.73004,"sentiment":"neutral","sentiment_score":-0.15980839729309082},{"text":"Mhmm.","start":543.39,"end":543.64,"sentiment":"neutral","sentiment_score":-0.17215049266815186},{"text":"Mhmm.","start":543.64,"end":544.14,"sentiment":"neutral","sentiment_score":-0.1507166624069214}],"sentiment":"neutral","sentiment_score":-0.07475172926206142,"num_words":16,"start":532.245,"end":544.14},{"sentences":[{"text":"Okay.","start":562.365,"end":562.865,"sentiment":"neutral","sentiment_score":-0.04676360264420509},{"text":"So, Skye, I really understand, and you are...","start":563.245,"end":566.86005,"sentiment":"neutral","sentiment_score":-0.006966329994611442},{"text":"And you have the right to do so.","start":567.08,"end":568.94,"sentiment":"neutral","sentiment_score":0.007041231729090214},{"text":"Just give us another chance to rectify this issue.","start":569.24005,"end":573.0,"sentiment":"neutral","sentiment_score":-0.027584877279069688},{"text":"I'm sure that this can be resolved on...","start":573.0,"end":576.54004,"sentiment":"neutral","sentiment_score":-0.0030050112400203943}],"sentiment":"neutral","sentiment_score":-0.009366716888240156,"num_words":34,"start":562.365,"end":576.54004},{"sentences":[{"text":"Or on on on both sides.","start":576.76,"end":578.44,"sentiment":"neutral","sentiment_score":0.0010433314989010498},{"text":"Okay?","start":578.44,"end":578.94,"sentiment":"neutral","sentiment_score":0.013819793239235878},{"text":"So for the meantime, alright, I I know that you've signed up for $69.95.","start":582.055,"end":587.275,"sentiment":"neutral","sentiment_score":0.027080506751579896},{"text":"And, also, the price is already live on our website, or the new prices are already live on our new website.","start":589.255,"end":599.07996,"sentiment":"neutral","sentiment_score":0.13688523038512185},{"text":"So for this one...","start":599.3,"end":600.44,"sentiment":"neutral","sentiment_score":0.038584478199481964}],"sentiment":"neutral","sentiment_score":0.07452466581826625,"num_words":46,"start":576.76,"end":600.44},{"sentences":[{"text":"I'm sorry.","start":600.98,"end":601.45996,"sentiment":"neutral","sentiment_score":-0.18330946564674377},{"text":"I'm not for this one.","start":601.45996,"end":602.33997,"sentiment":"neutral","sentiment_score":-0.26069034039974215},{"text":"But for the meantime, while you're on the line, I'll go ahead and rectified or modified your invoice, your current invoice for $76.49 back to your $69.95 plus the 15% discount.","start":602.33997,"end":618.495,"sentiment":"neutral","sentiment_score":0.08768267292649515},{"text":"Alright?","start":618.875,"end":619.375,"sentiment":"neutral","sentiment_score":0.05326509475708008},{"text":"So regarding your coming months...","start":619.96,"end":625.58,"sentiment":"neutral","sentiment_score":0.0005300911143422124}],"sentiment":"neutral","sentiment_score":0.025091085858135062,"num_words":44,"start":600.98,"end":625.58},{"sentences":[{"text":"Yes.","start":628.76,"end":629.26,"sentiment":"neutral","sentiment_score":0.014259022660553455},{"text":"One second.","start":629.56,"end":630.38,"sentiment":"neutral","sentiment_score":0.004983223974704742},{"text":"Yes.","start":633.565,"end":633.965,"sentiment":"neutral","sentiment_score":0.016765285283327103},{"text":"One second, please.","start":633.965,"end":634.84503,"sentiment":"neutral","sentiment_score":0.006942834705114365},{"text":"Hold on.","start":634.84503,"end":635.585,"sentiment":"neutral","sentiment_score":0.0037989458069205284}],"sentiment":"neutral","sentiment_score":0.007713016846941577,"num_words":9,"start":628.76,"end":635.585},{"sentences":[{"text":"So that's total of $59.46.","start":639.885,"end":643.66504,"sentiment":"neutral","sentiment_score":0.026710556447505952},{"text":"$59.46.","start":647.0,"end":649.08,"sentiment":"neutral","sentiment_score":-0.020757421851158146},{"text":"So that's 15% of $69.95.","start":649.08,"end":652.62,"sentiment":"neutral","sentiment_score":0.01224872674793005},{"text":"Yes.","start":657.32,"end":657.82,"sentiment":"neutral","sentiment_score":0.13723018765449524},{"text":"I...","start":657.88,"end":658.38,"sentiment":"neutral","sentiment_score":0.08331188559532166}],"sentiment":"neutral","sentiment_score":0.030352389798141442,"num_words":13,"start":639.885,"end":658.38},{"sentences":[{"text":"Mhmm.","start":658.52,"end":659.02,"sentiment":"neutral","sentiment_score":0.02683265879750252},{"text":"Yes.","start":670.45496,"end":670.855,"sentiment":"neutral","sentiment_score":0.09829919040203094},{"text":"I I know.","start":670.855,"end":672.21497,"sentiment":"neutral","sentiment_score":0.07997453957796097},{"text":"Right?","start":672.21497,"end":672.71497,"sentiment":"neutral","sentiment_score":0.0743827074766159},{"text":"I hear you.","start":672.855,"end":673.495,"sentiment":"neutral","sentiment_score":0.021146458263198536}],"sentiment":"neutral","sentiment_score":0.055875283355514206,"num_words":9,"start":658.52,"end":673.495},{"sentences":[{"text":"And mhmm.","start":673.495,"end":681.17,"sentiment":"neutral","sentiment_score":0.047033766284585},{"text":"And we really appreciate you for choosing Airtel.","start":681.71,"end":685.57,"sentiment":"positive","sentiment_score":0.5388548076152802},{"text":"And I know...","start":685.87,"end":686.91,"sentiment":"positive","sentiment_score":0.3442755838235219},{"text":"I mean, this is one of the reason why I will wanna maximize our...","start":686.91,"end":691.955,"sentiment":"neutral","sentiment_score":0.2563390997903688},{"text":"My options here for it to be offered to you.","start":691.955,"end":695.335,"sentiment":"neutral","sentiment_score":0.1109158456325531}],"sentiment":"neutral","sentiment_score":0.273936178333856,"num_words":37,"start":673.495,"end":695.335},{"sentences":[{"text":"K?","start":695.47504,"end":695.875,"sentiment":"neutral","sentiment_score":-0.006295425817370415},{"text":"But I just need some...","start":695.875,"end":697.635,"sentiment":"neutral","sentiment_score":-0.04420460164546967},{"text":"You know, since this is a major changes as well on our end, I'll need to present or propose a...","start":697.635,"end":711.74,"sentiment":"neutral","sentiment_score":-0.0841195808723569},{"text":"The best option for your account.","start":712.04,"end":714.12,"sentiment":"neutral","sentiment_score":0.024068068712949753},{"text":"But for the meantime, since I will need to propose this to the team as well, for the meantime, again, I'll go back...","start":714.12,"end":722.785,"sentiment":"neutral","sentiment_score":0.01878360407831876}],"sentiment":"neutral","sentiment_score":-0.024241431734778666,"num_words":55,"start":695.47504,"end":722.785},{"sentences":[{"text":"I'll have to modify your invoice back to your $69 or previous plan with 15% discount, which is $59.46.","start":723.165,"end":732.1,"sentiment":"neutral","sentiment_score":0.018273583172183288},{"text":"And for the remaining month, I'll go ahead and check on it.","start":732.72,"end":741.04,"sentiment":"neutral","sentiment_score":0.06670257542282343},{"text":"Alright?","start":741.04,"end":741.51996,"sentiment":"neutral","sentiment_score":0.010267261415719986},{"text":"However, setting expectations, the new price will...","start":741.51996,"end":746.575,"sentiment":"negative","sentiment_score":-0.39556688921792166},{"text":"I mean, the discounted price will be deducted from the current price right now.","start":746.715,"end":752.335,"sentiment":"negative","sentiment_score":-0.37633506474750383}],"sentiment":"neutral","sentiment_score":-0.12980684687225325,"num_words":53,"start":723.165,"end":752.335},{"sentences":[{"text":"But we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted I mean, the previous price.","start":752.47504,"end":779.365,"sentiment":"neutral","sentiment_score":0.027225954639838963},{"text":"I mean, the previous price, Kylie.","start":779.665,"end":781.265,"sentiment":"neutral","sentiment_score":-0.034394485875964165},{"text":"I'm so sorry for that.","start":781.265,"end":782.645,"sentiment":"neutral","sentiment_score":-0.05286131054162979},{"text":"Okay.","start":785.345,"end":785.845,"sentiment":"neutral","sentiment_score":-0.05357098206877709},{"text":"Mhmm.","start":786.305,"end":786.805,"sentiment":"neutral","sentiment_score":-0.061435312032699585}],"sentiment":"neutral","sentiment_score":0.009825636632740498,"num_words":54,"start":752.47504,"end":786.805},{"sentences":[{"text":"Mhmm.","start":787.95,"end":788.45,"sentiment":"neutral","sentiment_score":-0.1383335292339325},{"text":"Mhmm.","start":792.35,"end":792.83,"sentiment":"neutral","sentiment_score":-0.044059667736291885},{"text":"Yes.","start":792.83,"end":793.14996,"sentiment":"neutral","sentiment_score":-0.02663777396082878},{"text":"I I I know.","start":793.14996,"end":794.02997,"sentiment":"neutral","sentiment_score":-0.053058004938066006},{"text":"Alright?","start":794.02997,"end":794.52997,"sentiment":"neutral","sentiment_score":-0.010606905445456505}],"sentiment":"neutral","sentiment_score":-0.05398373701609671,"num_words":8,"start":787.95,"end":794.52997},{"sentences":[{"text":"However, please also understand that your account is showing that the prices might vary depending on Linham Networks.","start":794.67,"end":802.52997,"sentiment":"neutral","sentiment_score":-0.10509969335463312},{"text":"So prices are subject to change.","start":803.28503,"end":806.025,"sentiment":"neutral","sentiment_score":-0.11765361701448758},{"text":"That's why I am...","start":806.085,"end":807.30505,"sentiment":"neutral","sentiment_score":0.0065215639770030975},{"text":"I wanna work with you giving you the best prices that we could offer to you for what happened.","start":807.765,"end":814.505,"sentiment":"neutral","sentiment_score":0.18123340273374006},{"text":"Okay?","start":815.205,"end":815.705,"sentiment":"neutral","sentiment_score":0.06534546613693237}],"sentiment":"neutral","sentiment_score":0.01952396232324342,"num_words":48,"start":794.67,"end":815.705},{"sentences":[{"text":"I I won't leave you behind.","start":816.37,"end":818.71,"sentiment":"neutral","sentiment_score":-0.023948511419196922},{"text":"I'll work with you.","start":819.17004,"end":820.13,"sentiment":"neutral","sentiment_score":0.19463884457945824},{"text":"I'll work on your account.","start":820.13,"end":821.73004,"sentiment":"neutral","sentiment_score":0.20490425527095796},{"text":"I'll be the one to talk to you.","start":821.73004,"end":823.43,"sentiment":"neutral","sentiment_score":0.16392566449940205},{"text":"Alright?","start":823.81,"end":824.31,"sentiment":"neutral","sentiment_score":0.16312175989151}],"sentiment":"neutral","sentiment_score":0.13057969425184032,"num_words":24,"start":816.37,"end":824.31},{"sentences":[{"text":"Because everything is valid.","start":827.57,"end":832.49506,"sentiment":"neutral","sentiment_score":0.28230566158890724},{"text":"Your feedback are valid, and we really appreciate you for sharing that to me.","start":832.875,"end":837.775,"sentiment":"positive","sentiment_score":0.533359169960022},{"text":"Rest assured that this will also be forwarded to our dedicated team.","start":838.23505,"end":842.655,"sentiment":"positive","sentiment_score":0.3462380915880203},{"text":"Yeah.","start":846.35004,"end":846.59,"sentiment":"neutral","sentiment_score":0.15026813745498657},{"text":"I just wanna help you regarding with your account as well.","start":846.59,"end":850.05,"sentiment":"neutral","sentiment_score":0.1589957516301762}],"sentiment":"positive","sentiment_score":0.34881736976759775,"num_words":42,"start":827.57,"end":850.05},{"sentences":[{"text":"Okay.","start":861.585,"end":861.905,"sentiment":"neutral","sentiment_score":0.020914539694786072},{"text":"Can you...","start":861.905,"end":862.54504,"sentiment":"neutral","sentiment_score":0.006596456281840801},{"text":"Alright.","start":862.54504,"end":862.945,"sentiment":"neutral","sentiment_score":0.009587228298187256},{"text":"So could you tell me how...","start":862.945,"end":865.205,"sentiment":"neutral","sentiment_score":-0.009071180752168099},{"text":"I mean, how would...","start":865.66504,"end":866.54504,"sentiment":"neutral","sentiment_score":-0.020674301777034998}],"sentiment":"neutral","sentiment_score":-0.006673543647463832,"num_words":14,"start":861.585,"end":866.54504},{"sentences":[{"text":"I mean, how's your experience with your...","start":866.54504,"end":869.98505,"sentiment":"neutral","sentiment_score":-0.013524849433451891},{"text":"The 25 MBBS?","start":869.98505,"end":871.125,"sentiment":"neutral","sentiment_score":-0.041996551056702934},{"text":"Is it still...","start":871.82,"end":873.84,"sentiment":"neutral","sentiment_score":-0.04017622644702593},{"text":"Can...","start":875.26,"end":875.76,"sentiment":"neutral","sentiment_score":-0.0286480151116848},{"text":"Okay.","start":886.975,"end":887.455,"sentiment":"neutral","sentiment_score":-0.08646909147500992}],"sentiment":"neutral","sentiment_score":-0.03042062567546964,"num_words":15,"start":866.54504,"end":887.455},{"sentences":[{"text":"I will.","start":887.455,"end":888.015,"sentiment":"neutral","sentiment_score":-0.05958499200642109},{"text":"Just give me one second.","start":888.015,"end":889.235,"sentiment":"neutral","sentiment_score":-0.01751921810209751},{"text":"Alright.","start":1006.08,"end":1006.48004,"sentiment":"neutral","sentiment_score":0.01538762729614973},{"text":"Skye has already sent you the modified invoice amounting $59.46.","start":1006.48004,"end":1011.78,"sentiment":"neutral","sentiment_score":0.014051162265241146},{"text":"So that's for the month of October.","start":1012.32,"end":1013.86,"sentiment":"neutral","sentiment_score":0.027375576751572744}],"sentiment":"neutral","sentiment_score":0.005630488507449627,"num_words":25,"start":887.455,"end":1013.86},{"sentences":[{"text":"Hello, Sky?","start":1023.325,"end":1024.3049,"sentiment":"neutral","sentiment_score":0.004213444422930479},{"text":"Alright.","start":1026.925,"end":1027.425,"sentiment":"neutral","sentiment_score":-0.05908673629164696},{"text":"Just keep...","start":1031.21,"end":1031.87,"sentiment":"neutral","sentiment_score":-0.11838898807764053},{"text":"Let's just give, like, some moment.","start":1032.01,"end":1033.87,"sentiment":"neutral","sentiment_score":-0.02635588279614846},{"text":"I've sent this through your account.","start":1033.93,"end":1036.35,"sentiment":"neutral","sentiment_score":-0.012935728882439435}],"sentiment":"neutral","sentiment_score":-0.03077573492191732,"num_words":17,"start":1023.325,"end":1036.35},{"sentences":[{"text":"On our end, it says, successfully forwarded today at 09:39.","start":1046.505,"end":1053.5651,"sentiment":"neutral","sentiment_score":0.19201406612992286},{"text":"So let's, give the system, like, one to two minutes of...","start":1054.505,"end":1058.34,"sentiment":"neutral","sentiment_score":0.07225095497613604},{"text":"For you to to also receive that on your end.","start":1058.34,"end":1060.6799,"sentiment":"neutral","sentiment_score":0.12902457788586616},{"text":"Confirming we also have the same email address, could you verify your email address, please?","start":1062.02,"end":1067.32,"sentiment":"neutral","sentiment_score":0.10538638532161712},{"text":"Mhmm.","start":1086.9451,"end":1087.4451,"sentiment":"neutral","sentiment_score":0.035482391715049744}],"sentiment":"neutral","sentiment_score":0.11960478971137646,"num_words":47,"start":1046.505,"end":1087.4451},{"sentences":[{"text":"Mhmm.","start":1088.16,"end":1088.66,"sentiment":"neutral","sentiment_score":0.007438079919666052},{"text":"Yes.","start":1098.4,"end":1098.9,"sentiment":"neutral","sentiment_score":0.08630986511707306},{"text":"That is what is your signed up for, Sky.","start":1099.6,"end":1102.02,"sentiment":"neutral","sentiment_score":0.09226636919710371},{"text":"That was August.","start":1102.16,"end":1104.055,"sentiment":"neutral","sentiment_score":-0.0014262174566586812},{"text":"However, start...","start":1105.2351,"end":1107.415,"sentiment":"neutral","sentiment_score":-0.11652594059705734}],"sentiment":"neutral","sentiment_score":0.04292592089041136,"num_words":16,"start":1088.16,"end":1107.415},{"sentences":[{"text":"Mhmm.","start":1111.395,"end":1111.715,"sentiment":"neutral","sentiment_score":-0.02543755993247032},{"text":"Oh, yeah.","start":1111.715,"end":1112.455,"sentiment":"neutral","sentiment_score":-0.005054067820310593},{"text":"Yes.","start":1118.93,"end":1119.43,"sentiment":"neutral","sentiment_score":0.08426420390605927},{"text":"Correct.","start":1119.7301,"end":1120.2301,"sentiment":"neutral","sentiment_score":0.13166886568069458},{"text":"Right.","start":1130.975,"end":1131.215,"sentiment":"neutral","sentiment_score":0.12236860394477844}],"sentiment":"neutral","sentiment_score":0.05045932965974013,"num_words":6,"start":1111.395,"end":1131.215},{"sentences":[{"text":"So this is your first invoice for the month of October, Sky, of $59.46.","start":1131.215,"end":1137.215,"sentiment":"neutral","sentiment_score":0.17493246282849992},{"text":"Again, setting expectation, the new price will still be reflecting until the following month.","start":1137.215,"end":1148.16,"sentiment":"neutral","sentiment_score":0.017346369102597237},{"text":"But I...","start":1148.16,"end":1149.12,"sentiment":"neutral","sentiment_score":0.008788466453552246},{"text":"As I've mentioned earlier, you still get to get the 15% discount.","start":1149.12,"end":1153.76,"sentiment":"neutral","sentiment_score":0.1750764213502407},{"text":"And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price.","start":1153.76,"end":1170.345,"sentiment":"neutral","sentiment_score":0.26164336375346997}],"sentiment":"neutral","sentiment_score":0.18720211506069426,"num_words":83,"start":1131.215,"end":1170.345},{"sentences":[{"text":"Okay?","start":1170.345,"end":1170.84,"sentiment":"neutral","sentiment_score":0.14770002663135529},{"text":"Don't worry, Skye.","start":1171.08,"end":1171.96,"sentiment":"neutral","sentiment_score":0.24031254152456918},{"text":"I will work on it.","start":1171.96,"end":1173.1799,"sentiment":"positive","sentiment_score":0.37499803900718687},{"text":"So your plan has 15% discount for three months.","start":1185.365,"end":1190.905,"sentiment":"neutral","sentiment_score":0.31746601561705273},{"text":"And I'll take a look if I'm...","start":1191.525,"end":1194.485,"sentiment":"neutral","sentiment_score":0.06771275028586388}],"sentiment":"neutral","sentiment_score":0.24299244955182076,"num_words":25,"start":1170.345,"end":1194.485},{"sentences":[{"text":"If I can...","start":1194.485,"end":1195.045,"sentiment":"neutral","sentiment_score":-0.027927914013465244},{"text":"This is the first month.","start":1195.045,"end":1196.3251,"sentiment":"neutral","sentiment_score":-0.030691869370639325},{"text":"Yes.","start":1196.3251,"end":1196.8251,"sentiment":"neutral","sentiment_score":0.023333903402090073},{"text":"Yeah.","start":1199.93,"end":1200.25,"sentiment":"neutral","sentiment_score":0.016438564285635948},{"text":"Just give me one second as well.","start":1200.25,"end":1201.69,"sentiment":"neutral","sentiment_score":0.027054177331072942}],"sentiment":"neutral","sentiment_score":-0.00047596352284445483,"num_words":17,"start":1194.485,"end":1201.69},{"sentences":[{"text":"Hold on.","start":1201.69,"end":1202.43,"sentiment":"neutral","sentiment_score":-0.023734673857688904},{"text":"Yeah.","start":1205.29,"end":1205.79,"sentiment":"neutral","sentiment_score":-0.07658343762159348},{"text":"There are still two remaining months, and I'm...","start":1205.85,"end":1208.59,"sentiment":"neutral","sentiment_score":0.015362620819360018},{"text":"I I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye.","start":1209.05,"end":1220.265,"sentiment":"neutral","sentiment_score":0.24034915912535884},{"text":"I can set a expectation that's gonna be from your...","start":1220.265,"end":1223.565,"sentiment":"neutral","sentiment_score":0.2786539256572723}],"sentiment":"neutral","sentiment_score":0.1968502186668607,"num_words":52,"start":1201.69,"end":1223.565},{"sentences":[{"text":"I mean, from our live new prices for Linham Network.","start":1223.785,"end":1227.57,"sentiment":"neutral","sentiment_score":0.13659722879529},{"text":"But I will leave you empty handed.","start":1228.9299,"end":1230.71,"sentiment":"neutral","sentiment_score":0.1614165689264025},{"text":"I'll make sure that I'll call back with you with some good news with extended discount to your account.","start":1230.9299,"end":1238.3899,"sentiment":"positive","sentiment_score":0.557174950838089},{"text":"It's going...","start":1246.595,"end":1250.055,"sentiment":"neutral","sentiment_score":-0.03325784578919411},{"text":"It's $90, Kai.","start":1254.1951,"end":1256.275,"sentiment":"neutral","sentiment_score":0.012383600852141777}],"sentiment":"neutral","sentiment_score":0.3183621328619377,"num_words":41,"start":1223.785,"end":1256.275},{"sentences":[{"text":"So that's the new prices with Linham Network as we also need to follow their changes for...","start":1256.275,"end":1265.5901,"sentiment":"neutral","sentiment_score":0.03822235730202759},{"text":"Yeah.","start":1269.65,"end":1269.9701,"sentiment":"neutral","sentiment_score":0.005006881430745125},{"text":"That's the current price.","start":1269.9701,"end":1271.81,"sentiment":"neutral","sentiment_score":0.00561846187338233},{"text":"Yes, Kai.","start":1271.81,"end":1272.63,"sentiment":"neutral","sentiment_score":0.05474893935024738},{"text":"Could you share to me what will make you satisfied?","start":1288.67,"end":1299.65,"sentiment":"neutral","sentiment_score":-0.14274247512221336}],"sentiment":"neutral","sentiment_score":-0.018843119690085158,"num_words":34,"start":1256.275,"end":1299.65},{"sentences":[{"text":"I will try my best to work in it for the team.","start":1300.03,"end":1303.975,"sentiment":"neutral","sentiment_score":0.1354078259319067},{"text":"Yeah.","start":1310.595,"end":1311.095,"sentiment":"neutral","sentiment_score":0.04892086982727051},{"text":"Skye, if I may ask how many Internet users usually use the Internet in your household?","start":1339.25,"end":1343.91,"sentiment":"neutral","sentiment_score":0.015997893060557544},{"text":"Okay.","start":1345.9701,"end":1346.4701,"sentiment":"neutral","sentiment_score":-0.01131283026188612},{"text":"Alright.","start":1349.0901,"end":1349.5901,"sentiment":"neutral","sentiment_score":0.11216163635253906}],"sentiment":"neutral","sentiment_score":0.06550418955063628,"num_words":31,"start":1300.03,"end":1349.5901},{"sentences":[{"text":"So alright.","start":1351.3301,"end":1352.3451,"sentiment":"neutral","sentiment_score":0.13718638941645622},{"text":"I'll take note of that.","start":1352.3451,"end":1353.885,"sentiment":"neutral","sentiment_score":0.14964563846588136},{"text":"Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount.","start":1354.105,"end":1365.6,"sentiment":"positive","sentiment_score":0.4583942093528234},{"text":"Okay?","start":1365.6,"end":1366.1,"sentiment":"neutral","sentiment_score":0.13676586747169495},{"text":"Well, I can give you a call within the day.","start":1374.5599,"end":1377.0599,"sentiment":"neutral","sentiment_score":0.16582726538181305}],"sentiment":"positive","sentiment_score":0.33490656671876257,"num_words":44,"start":1351.3301,"end":1377.0599},{"sentences":[{"text":"Okay?","start":1382.285,"end":1382.785,"sentiment":"neutral","sentiment_score":0.097839817404747},{"text":"Alright.","start":1385.485,"end":1385.985,"sentiment":"neutral","sentiment_score":0.15522603690624237},{"text":"So before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your...","start":1386.4451,"end":1395.41,"sentiment":"neutral","sentiment_score":-0.000980376063481621},{"text":"I mean, what happened with regards to your current plan.","start":1396.67,"end":1401.39,"sentiment":"neutral","sentiment_score":-0.18557666540145873},{"text":"I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback.","start":1401.39,"end":1411.115,"sentiment":"neutral","sentiment_score":0.255456046554549}],"sentiment":"neutral","sentiment_score":0.09035899845184758,"num_words":64,"start":1382.285,"end":1411.115},{"sentences":[{"text":"Alright.","start":1419.1749,"end":1419.6749,"sentiment":"neutral","sentiment_score":0.03118283674120903},{"text":"So that's why I'll go ahead and propose your account to the team, and I'll get back to you.","start":1419.86,"end":1424.3401,"sentiment":"neutral","sentiment_score":0.19954137974663785},{"text":"Okay?","start":1424.3401,"end":1424.8401,"sentiment":"neutral","sentiment_score":0.09336867928504944},{"text":"Alright.","start":1426.66,"end":1427.06,"sentiment":"positive","sentiment_score":0.3831915259361267},{"text":"Thank you so much, and enjoy the rest of your day, Skye.","start":1427.06,"end":1430.5,"sentiment":"positive","sentiment_score":0.786770835518837}],"sentiment":"positive","sentiment_score":0.404125861275722,"num_words":34,"start":1419.1749,"end":1430.5},{"sentences":[{"text":"Goodbye for now.","start":1430.5,"end":1431.56,"sentiment":"neutral","sentiment_score":0.31574676434199017}],"sentiment":"neutral","sentiment_score":0.31574676434199017,"num_words":3,"start":1430.5,"end":1431.56}]}}]},{"alternatives":[{"transcript":"Hi, Mary. It's Sky here. How are you? Yeah. You've left many. You've left many. You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month. Yep. It's included on the invoice it's included on the invoice I have here. Balance minus $9 and 33. Pay immediately. New charges, $76 and 49. Total payable, $85.82. Due date, eleventh of the tenth. What do you mean it's not included? It is included. And then I've got some other questions too on the plan rate. Mhmm. Mhmm. Yeah. The first invoice of the month that I've had the Internet. Well, no. I'm paying the $85.82, which is inclusive of the $9.33. I said the total payable on this invoice of $85.82 is inclusive of the $9.33. Yes. It's an inclusive... Fuck me, mate. Can you not see the invoice that's been sent? When you say October invoice... When you say the October invoice, how much? Right. And it has pay immediately included on top, $9.33, bringing the balance to $85.82. Well, that's what it takes the invoice. That's what's on the in... That's the invoice. The total invoice is for that. Right. So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54. Can you bring up my original... Can you bring up my original plan, my original first payment to connect this Internet? When did that change? No. Like, I've just signed up, and now you're telling me it's more. No. You don't. No. You don't. This is bullshit. The service has been dreadful. You've harassed me, endlessly for nine dollars, and now you're telling me that my plan cost has changed. So you tell me you tell me you tell me what I signed up for. Tell me what I signed up for. For the cost of? No. What did I sign up for? What do you mean if you can be able to? Find my record. I've only been a member for a month. No. That's not good enough because I signed up for a plan that was $69, and it also had a 15% discount for the first three months. Six months, actually, I think. I want you to find exactly what I signed up for and tell it back to me. I'll be changing providers, I believe. And that was 60 9 that was $69 with a discount. That's not with the discount. It was meant to be a 15% discount for a number of months. I wouldn't have signed up with you had I have known this change was coming. This is extremely untoward service. Yeah. You do that. Because otherwise, I'll be canceling, and I'll be going to the Omnison because this is absolutely not acceptable. No. Not for this one. Not for this one. I have signed up, okay, under the premise that this was the payment. Now you have billed me for more. You have harassed me. I'm going to be making a complaint, and I want it rectified immediately. Which is... Tell me what the tell me what the payment's meant to be. $69 and 95¢ minus 15% is? Is... What? Sorry? Right. That is what my payment is meant to be. That is what I signed up for. How dare you go and send me new invoices for a a a new price as a new customer that has been on the plan for one month? When I had a number of providers to choose from, and I chose this provider for the reasons of the offer that was provided. Previous plan, this is my first invoice and it's completely changed. What do you mean? Like, this this is my... Let's remember. This is my first invoice from you. Okay? For my first month of Internet, and it has not... It is not what I signed the contract for. I could have gone with other providers with better speeds and better offers at this price. Listen. Listen. Let's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for. Yeah. I'm checking my email. I've not received anything. What do you mean you sent it through my account? I haven't got an email with a new invoice. Yep. It's just come through. $59.46 with the extra of the $9 and 33 with a total of $68.79. Right. Now moving forward, my charges are meant to be $59.46. And then it's meant to return to the price not inclusive of the 15% discount. That is what I signed up for. No. It wasn't. No. It wasn't. No. It wasn't. I moved in here on the September 1. Okay? This bill is from the September 1 to the October 1, my very first month invoice. And this is the first month. So there's two more months of 15% discount. Not one, two. So what are you saying that my new monthly cost will be after the 15% discount ends? When it was $69.95, that's what I'm meant to be paying monthly without a discount. What is it that you're saying it is now? So you're telling me it's gone up $20.05? No. I'm not satisfied at all. I was satisfied to sign a contract for $69.95. One. It's just me. I live alone. It's one person. And when will that occur? When will I get an update of what you've gone and done to my account? Righto. Yep. Yeah. In this instance of this invoice being amended, yes. But moving forward, no. Not as yet. Yep. 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Mary. It's Sky here. How are you? Yeah. You've left many.\n\nYou've left many. You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month. Yep. It's included on the invoice it's included on the invoice I have here. Balance minus $9 and 33.\n\nPay immediately. New charges, $76 and 49. Total payable, $85.82. Due date, eleventh of the tenth. What do you mean it's not included?\n\nIt is included. And then I've got some other questions too on the plan rate. Mhmm. Mhmm. Yeah.\n\nThe first invoice of the month that I've had the Internet. Well, no. I'm paying the $85.82, which is inclusive of the $9.33. I said the total payable on this invoice of $85.82 is inclusive of the $9.33. Yes.\n\nIt's an inclusive... Fuck me, mate. Can you not see the invoice that's been sent? When you say October invoice... When you say the October invoice, how much?\n\nRight. And it has pay immediately included on top, $9.33, bringing the balance to $85.82. Well, that's what it takes the invoice. That's what's on the in... That's the invoice.\n\nThe total invoice is for that. Right. So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54. Can you bring up my original... Can you bring up my original plan, my original first payment to connect this Internet?\n\nWhen did that change? No. Like, I've just signed up, and now you're telling me it's more. No. You don't.\n\nNo. You don't. This is bullshit. The service has been dreadful. You've harassed me, endlessly for nine dollars, and now you're telling me that my plan cost has changed.\n\nSo you tell me you tell me you tell me what I signed up for. Tell me what I signed up for. For the cost of? No. What did I sign up for?\n\nWhat do you mean if you can be able to? Find my record. I've only been a member for a month. No. That's not good enough because I signed up for a plan that was $69, and it also had a 15% discount for the first three months.\n\nSix months, actually, I think. I want you to find exactly what I signed up for and tell it back to me. I'll be changing providers, I believe. And that was 60 9 that was $69 with a discount. That's not with the discount.\n\nIt was meant to be a 15% discount for a number of months. I wouldn't have signed up with you had I have known this change was coming. This is extremely untoward service. Yeah. You do that.\n\nBecause otherwise, I'll be canceling, and I'll be going to the Omnison because this is absolutely not acceptable. No. Not for this one. Not for this one. I have signed up, okay, under the premise that this was the payment.\n\nNow you have billed me for more. You have harassed me. I'm going to be making a complaint, and I want it rectified immediately. Which is... Tell me what the tell me what the payment's meant to be.\n\n$69 and 95¢ minus 15% is? Is... What? Sorry? Right.\n\nThat is what my payment is meant to be. That is what I signed up for. How dare you go and send me new invoices for a a a new price as a new customer that has been on the plan for one month? When I had a number of providers to choose from, and I chose this provider for the reasons of the offer that was provided. Previous plan, this is my first invoice and it's completely changed.\n\nWhat do you mean? Like, this this is my... Let's remember. This is my first invoice from you. Okay?\n\nFor my first month of Internet, and it has not... It is not what I signed the contract for. I could have gone with other providers with better speeds and better offers at this price. Listen. Listen.\n\nLet's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for. Yeah. I'm checking my email. I've not received anything. What do you mean you sent it through my account?\n\nI haven't got an email with a new invoice. Yep. It's just come through. $59.46 with the extra of the $9 and 33 with a total of $68.79. Right.\n\nNow moving forward, my charges are meant to be $59.46. And then it's meant to return to the price not inclusive of the 15% discount. That is what I signed up for. No. It wasn't.\n\nNo. It wasn't. No. It wasn't. I moved in here on the September 1.\n\nOkay? This bill is from the September 1 to the October 1, my very first month invoice. And this is the first month. So there's two more months of 15% discount. Not one, two.\n\nSo what are you saying that my new monthly cost will be after the 15% discount ends? When it was $69.95, that's what I'm meant to be paying monthly without a discount. What is it that you're saying it is now? So you're telling me it's gone up $20.05? No.\n\nI'm not satisfied at all. I was satisfied to sign a contract for $69.95. One. It's just me. I live alone.\n\nIt's one person. And when will that occur? When will I get an update of what you've gone and done to my account? Righto. Yep.\n\nYeah. In this instance of this invoice being amended, yes. But moving forward, no. Not as yet. Yep.\n\nThanks.","paragraphs":[{"sentences":[{"text":"Hi, Mary.","start":4.96,"end":5.68,"sentiment":"neutral","sentiment_score":0.2503715753555298},{"text":"It's Sky here.","start":5.68,"end":6.72,"sentiment":"neutral","sentiment_score":0.3108072678248088},{"text":"How are you?","start":6.72,"end":7.54,"sentiment":"positive","sentiment_score":0.3361130356788635},{"text":"Yeah.","start":15.655,"end":15.895,"sentiment":"neutral","sentiment_score":-0.021241242066025737},{"text":"You've left many.","start":15.895,"end":16.855,"sentiment":"neutral","sentiment_score":-0.03511267155408859}],"sentiment":"neutral","sentiment_score":0.19291040037448207,"num_words":12,"start":4.96,"end":16.855},{"sentences":[{"text":"You've left many.","start":16.855,"end":17.915,"sentiment":"neutral","sentiment_score":-0.041155039022366204},{"text":"You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month.","start":18.055,"end":24.075,"sentiment":"neutral","sentiment_score":-0.03739670223810456},{"text":"Yep.","start":26.215,"end":26.58,"sentiment":"neutral","sentiment_score":0.020552106201648712},{"text":"It's included on the invoice it's included on the invoice I have here.","start":53.079998,"end":57.079998,"sentiment":"neutral","sentiment_score":-0.04409928777470039},{"text":"Balance minus $9 and 33.","start":57.079998,"end":59.399998,"sentiment":"neutral","sentiment_score":-0.05265400037169456}],"sentiment":"neutral","sentiment_score":-0.040050027341666544,"num_words":44,"start":16.855,"end":59.399998},{"sentences":[{"text":"Pay immediately.","start":59.399998,"end":60.219997,"sentiment":"neutral","sentiment_score":-0.040218763053417206},{"text":"New charges, $76 and 49.","start":60.44,"end":62.76,"sentiment":"neutral","sentiment_score":-0.043845081329345705},{"text":"Total payable, $85.82.","start":62.76,"end":65.565,"sentiment":"neutral","sentiment_score":-0.0318999495357275},{"text":"Due date, eleventh of the tenth.","start":65.645004,"end":67.005005,"sentiment":"neutral","sentiment_score":-0.03834068402647972},{"text":"What do you mean it's not included?","start":67.005005,"end":68.285,"sentiment":"neutral","sentiment_score":-0.13565655052661896}],"sentiment":"neutral","sentiment_score":-0.06847837996547637,"num_words":23,"start":59.399998,"end":68.285},{"sentences":[{"text":"It is included.","start":68.285,"end":69.105,"sentiment":"neutral","sentiment_score":-0.07481026649475098},{"text":"And then I've got some other questions too on the plan rate.","start":71.965004,"end":75.585,"sentiment":"neutral","sentiment_score":-0.008474283541242281},{"text":"Mhmm.","start":78.66,"end":79.16,"sentiment":"neutral","sentiment_score":0.26167190074920654},{"text":"Mhmm.","start":84.6675,"end":85.1675,"sentiment":"neutral","sentiment_score":0.02945968136191368},{"text":"Yeah.","start":96.355,"end":96.595,"sentiment":"neutral","sentiment_score":0.0028658732771873474}],"sentiment":"neutral","sentiment_score":-0.0017847081439362632,"num_words":18,"start":68.285,"end":96.595},{"sentences":[{"text":"The first invoice of the month that I've had the Internet.","start":96.595,"end":99.33501,"sentiment":"neutral","sentiment_score":-0.0036575364964929495},{"text":"Well, no.","start":133.25,"end":133.89001,"sentiment":"neutral","sentiment_score":-0.04924725368618965},{"text":"I'm paying the $85.82, which is inclusive of the $9.33.","start":133.89001,"end":139.67001,"sentiment":"neutral","sentiment_score":-0.03720113858580589},{"text":"I said the total payable on this invoice of $85.82 is inclusive of the $9.33.","start":143.085,"end":151.82501,"sentiment":"neutral","sentiment_score":0.01820426800598701},{"text":"Yes.","start":169.5,"end":169.74,"sentiment":"neutral","sentiment_score":0.0031563928350806236}],"sentiment":"neutral","sentiment_score":-0.0060132918401788445,"num_words":39,"start":96.595,"end":169.74},{"sentences":[{"text":"It's an inclusive...","start":169.74,"end":170.64,"sentiment":"neutral","sentiment_score":-0.039691474909583725},{"text":"Fuck me, mate.","start":171.155,"end":173.47499,"sentiment":"negative","sentiment_score":-0.6814102331797282},{"text":"Can you not see the invoice that's been sent?","start":173.47499,"end":176.215,"sentiment":"neutral","sentiment_score":-0.17037705663177702},{"text":"When you say October invoice...","start":183.075,"end":184.515,"sentiment":"neutral","sentiment_score":-0.06044930294156074},{"text":"When you say the October invoice, how much?","start":184.515,"end":186.33,"sentiment":"neutral","sentiment_score":-0.030599075835198164}],"sentiment":"neutral","sentiment_score":-0.15156206269083278,"num_words":28,"start":169.74,"end":186.33},{"sentences":[{"text":"Right.","start":190.57,"end":191.07,"sentiment":"neutral","sentiment_score":0.05463189259171486},{"text":"And it has pay immediately included on top, $9.33, bringing the balance to $85.82.","start":192.25,"end":199.305,"sentiment":"neutral","sentiment_score":0.08643695549108088},{"text":"Well, that's what it takes the invoice.","start":204.42499,"end":206.185,"sentiment":"neutral","sentiment_score":-0.013297586834856443},{"text":"That's what's on the in...","start":206.185,"end":207.14499,"sentiment":"neutral","sentiment_score":-0.016625791788101196},{"text":"That's the invoice.","start":207.14499,"end":208.025,"sentiment":"neutral","sentiment_score":-0.020800582133233547}],"sentiment":"neutral","sentiment_score":0.03420451520942151,"num_words":30,"start":190.57,"end":208.025},{"sentences":[{"text":"The total invoice is for that.","start":208.025,"end":209.965,"sentiment":"neutral","sentiment_score":-0.03444931407769521},{"text":"Right.","start":229.255,"end":229.57501,"sentiment":"neutral","sentiment_score":-0.05015969276428223},{"text":"So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54.","start":229.57501,"end":238.74,"sentiment":"negative","sentiment_score":-0.3804950352225985},{"text":"Can you bring up my original...","start":240.02,"end":241.38,"sentiment":"neutral","sentiment_score":-0.037729655702908836},{"text":"Can you bring up my original plan, my original first payment to connect this Internet?","start":241.38,"end":246.76001,"sentiment":"neutral","sentiment_score":-0.040693521375457446}],"sentiment":"neutral","sentiment_score":-0.2097767378270094,"num_words":56,"start":208.025,"end":246.76001},{"sentences":[{"text":"When did that change?","start":315.02,"end":316.15997,"sentiment":"neutral","sentiment_score":-0.03020937740802765},{"text":"No.","start":316.21997,"end":316.69998,"sentiment":"neutral","sentiment_score":-0.2140504419803619},{"text":"Like, I've just signed up, and now you're telling me it's more.","start":316.69998,"end":320.63998,"sentiment":"neutral","sentiment_score":-0.11810196749866009},{"text":"No.","start":346.12,"end":346.44,"sentiment":"negative","sentiment_score":-0.36310476064682007},{"text":"You don't.","start":346.44,"end":347.08,"sentiment":"negative","sentiment_score":-0.4439763277769089}],"sentiment":"neutral","sentiment_score":-0.15015844888985158,"num_words":20,"start":315.02,"end":347.08},{"sentences":[{"text":"No.","start":347.08,"end":347.31998,"sentiment":"negative","sentiment_score":-0.4515630602836609},{"text":"You don't.","start":347.31998,"end":347.8,"sentiment":"negative","sentiment_score":-0.626188725233078},{"text":"This is bullshit.","start":347.8,"end":348.68,"sentiment":"negative","sentiment_score":-0.8844220042228699},{"text":"The service has been dreadful.","start":348.68,"end":350.13998,"sentiment":"negative","sentiment_score":-0.8781969666481018},{"text":"You've harassed me, endlessly for nine dollars, and now you're telling me that my plan cost has changed.","start":350.44,"end":359.01498,"sentiment":"negative","sentiment_score":-0.6796129180325402}],"sentiment":"negative","sentiment_score":-0.7234904786636089,"num_words":29,"start":347.08,"end":359.01498},{"sentences":[{"text":"So you tell me you tell me you tell me what I signed up for.","start":361.715,"end":365.155,"sentiment":"neutral","sentiment_score":-0.15063527872165045},{"text":"Tell me what I signed up for.","start":365.155,"end":366.45,"sentiment":"neutral","sentiment_score":-0.10902354440518788},{"text":"For the cost of?","start":372.45,"end":373.67,"sentiment":"neutral","sentiment_score":-0.04292601812630892},{"text":"No.","start":377.09003,"end":377.41,"sentiment":"neutral","sentiment_score":-0.06917406618595123},{"text":"What did I sign up for?","start":377.41,"end":379.11002,"sentiment":"neutral","sentiment_score":-0.04593302526821693}],"sentiment":"neutral","sentiment_score":-0.10724758430186546,"num_words":33,"start":361.715,"end":379.11002},{"sentences":[{"text":"What do you mean if you can be able to?","start":386.54498,"end":388.065,"sentiment":"neutral","sentiment_score":-0.03055869322270155},{"text":"Find my record.","start":388.065,"end":389.04498,"sentiment":"neutral","sentiment_score":-0.022654930750528973},{"text":"I've only been a member for a month.","start":390.625,"end":392.37,"sentiment":"neutral","sentiment_score":0.00754304404836148},{"text":"No.","start":402.53,"end":402.85,"sentiment":"neutral","sentiment_score":-0.04689212515950203},{"text":"That's not good enough because I signed up for a plan that was $69, and it also had a 15% discount for the first three months.","start":402.85,"end":413.965,"sentiment":"neutral","sentiment_score":0.05421104826606237}],"sentiment":"neutral","sentiment_score":0.02186224495138352,"num_words":48,"start":386.54498,"end":413.965},{"sentences":[{"text":"Six months, actually, I think.","start":414.825,"end":416.445,"sentiment":"neutral","sentiment_score":0.05550036355853081},{"text":"I want you to find exactly what I signed up for and tell it back to me.","start":416.505,"end":420.365,"sentiment":"neutral","sentiment_score":0.06616748825592153},{"text":"I'll be changing providers, I believe.","start":432.57,"end":434.35,"sentiment":"neutral","sentiment_score":-0.005433656275272369},{"text":"And that was 60 9 that was $69 with a discount.","start":460.8,"end":464.905,"sentiment":"neutral","sentiment_score":-0.039016633717851204},{"text":"That's not with the discount.","start":465.045,"end":466.345,"sentiment":"neutral","sentiment_score":-0.0986044943332672}],"sentiment":"neutral","sentiment_score":0.010171403134749695,"num_words":44,"start":414.825,"end":466.345},{"sentences":[{"text":"It was meant to be a 15% discount for a number of months.","start":466.805,"end":470.185,"sentiment":"neutral","sentiment_score":-0.011720472230361057},{"text":"I wouldn't have signed up with you had I have known this change was coming.","start":498.15503,"end":502.015,"sentiment":"negative","sentiment_score":-0.4555224339167277},{"text":"This is extremely untoward service.","start":502.15503,"end":505.45502,"sentiment":"negative","sentiment_score":-0.8705825090408326},{"text":"Yeah.","start":516.81,"end":517.05,"sentiment":"neutral","sentiment_score":-0.014615360647439957},{"text":"You do that.","start":517.05,"end":517.61,"sentiment":"neutral","sentiment_score":-0.08628471940755844}],"sentiment":"neutral","sentiment_score":-0.31382661383296995,"num_words":37,"start":466.805,"end":517.61},{"sentences":[{"text":"Because otherwise, I'll be canceling, and I'll be going to the Omnison because this is absolutely not acceptable.","start":517.61,"end":531.425,"sentiment":"neutral","sentiment_score":-0.21627190647025904},{"text":"No.","start":533.885,"end":534.125,"sentiment":"neutral","sentiment_score":-0.091077983379364},{"text":"Not for this one.","start":534.125,"end":535.265,"sentiment":"neutral","sentiment_score":-0.12533267587423325},{"text":"Not for this one.","start":535.645,"end":536.73,"sentiment":"neutral","sentiment_score":-0.13508015871047974},{"text":"I have signed up, okay, under the premise that this was the payment.","start":537.61,"end":542.19,"sentiment":"neutral","sentiment_score":-0.1473459807726053}],"sentiment":"neutral","sentiment_score":-0.1735280347056687,"num_words":40,"start":517.61,"end":542.19},{"sentences":[{"text":"Now you have billed me for more.","start":542.32996,"end":544.49,"sentiment":"neutral","sentiment_score":-0.2370534517935344},{"text":"You have harassed me.","start":544.49,"end":545.93,"sentiment":"negative","sentiment_score":-0.7267285734415054},{"text":"I'm going to be making a complaint, and I want it rectified immediately.","start":545.93,"end":549.63,"sentiment":"negative","sentiment_score":-0.5258695895855243},{"text":"Which is...","start":624.5,"end":625.22,"sentiment":"neutral","sentiment_score":-0.0064532184042036525},{"text":"Tell me what the tell me what the payment's meant to be.","start":625.22,"end":627.95996,"sentiment":"neutral","sentiment_score":-0.05424860973532001}],"sentiment":"neutral","sentiment_score":-0.31753902301486386,"num_words":38,"start":542.32996,"end":627.95996},{"sentences":[{"text":"$69 and 95¢ minus 15% is?","start":628.82,"end":632.68,"sentiment":"neutral","sentiment_score":0.00310156662017107},{"text":"Is...","start":644.79504,"end":645.275,"sentiment":"neutral","sentiment_score":-0.0001811186521081254},{"text":"What?","start":645.275,"end":645.515,"sentiment":"neutral","sentiment_score":-0.03797372430562973},{"text":"Sorry?","start":645.515,"end":646.015,"sentiment":"neutral","sentiment_score":-0.04698020964860916},{"text":"Right.","start":652.93,"end":653.32996,"sentiment":"neutral","sentiment_score":0.1123972088098526}],"sentiment":"neutral","sentiment_score":0.004752221033817882,"num_words":10,"start":628.82,"end":653.32996},{"sentences":[{"text":"That is what my payment is meant to be.","start":653.32996,"end":655.58997,"sentiment":"neutral","sentiment_score":0.1166977228389846},{"text":"That is what I signed up for.","start":657.00995,"end":658.87,"sentiment":"neutral","sentiment_score":0.09773255246026176},{"text":"How dare you go and send me new invoices for a a a new price as a new customer that has been on the plan for one month?","start":659.08997,"end":667.475,"sentiment":"neutral","sentiment_score":0.04268432415223548},{"text":"When I had a number of providers to choose from, and I chose this provider for the reasons of the offer that was provided.","start":672.65497,"end":679.38,"sentiment":"neutral","sentiment_score":0.0981529982915769},{"text":"Previous plan, this is my first invoice and it's completely changed.","start":772.485,"end":776.90497,"sentiment":"neutral","sentiment_score":-0.06433427130634134}],"sentiment":"neutral","sentiment_score":0.057943840805865544,"num_words":79,"start":653.32996,"end":776.90497},{"sentences":[{"text":"What do you mean?","start":777.765,"end":778.745,"sentiment":"neutral","sentiment_score":-0.04802650026977062},{"text":"Like, this this is my...","start":780.165,"end":781.285,"sentiment":"neutral","sentiment_score":-0.0317635752260685},{"text":"Let's remember.","start":781.285,"end":782.005,"sentiment":"neutral","sentiment_score":-0.03151879087090492},{"text":"This is my first invoice from you.","start":782.005,"end":784.49005,"sentiment":"neutral","sentiment_score":-0.0955971245254789},{"text":"Okay?","start":784.63,"end":785.11005,"sentiment":"neutral","sentiment_score":-0.047862883657217026}],"sentiment":"neutral","sentiment_score":-0.05952653759404233,"num_words":19,"start":777.765,"end":785.11005},{"sentences":[{"text":"For my first month of Internet, and it has not...","start":785.11005,"end":788.41003,"sentiment":"neutral","sentiment_score":-0.07375955432653428},{"text":"It is not what I signed the contract for.","start":788.47003,"end":791.69,"sentiment":"neutral","sentiment_score":-0.2981327043639289},{"text":"I could have gone with other providers with better speeds and better offers at this price.","start":849.12,"end":854.205,"sentiment":"neutral","sentiment_score":0.07254847488366067},{"text":"Listen.","start":876.69995,"end":877.19995,"sentiment":"neutral","sentiment_score":-0.06782295554876328},{"text":"Listen.","start":877.33997,"end":877.83997,"sentiment":"neutral","sentiment_score":-0.1316576600074768}],"sentiment":"neutral","sentiment_score":-0.06647283513401006,"num_words":37,"start":785.11005,"end":877.83997},{"sentences":[{"text":"Let's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for.","start":878.06,"end":886.035,"sentiment":"negative","sentiment_score":-0.35804526559237776},{"text":"Yeah.","start":1024.4601,"end":1024.78,"sentiment":"neutral","sentiment_score":-0.01391852367669344},{"text":"I'm checking my email.","start":1024.78,"end":1026.0801,"sentiment":"neutral","sentiment_score":-0.037382750771939754},{"text":"I've not received anything.","start":1028.155,"end":1029.4551,"sentiment":"neutral","sentiment_score":-0.18591493368148804},{"text":"What do you mean you sent it through my account?","start":1039.9,"end":1041.42,"sentiment":"neutral","sentiment_score":0.003983612544834614}],"sentiment":"neutral","sentiment_score":-0.23438720496293777,"num_words":48,"start":878.06,"end":1041.42},{"sentences":[{"text":"I haven't got an email with a new invoice.","start":1041.42,"end":1043.52,"sentiment":"neutral","sentiment_score":-0.24042069911956787},{"text":"Yep.","start":1067.59,"end":1067.83,"sentiment":"neutral","sentiment_score":0.27373504638671875},{"text":"It's just come through.","start":1067.83,"end":1069.0499,"sentiment":"positive","sentiment_score":0.4649331718683243},{"text":"$59.46 with the extra of the $9 and 33 with a total of $68.79.","start":1069.6699,"end":1077.13,"sentiment":"neutral","sentiment_score":0.26509655692747663},{"text":"Right.","start":1079.785,"end":1080.025,"sentiment":"neutral","sentiment_score":0.17309831082820892}],"sentiment":"neutral","sentiment_score":0.13290108791713057,"num_words":29,"start":1041.42,"end":1080.025},{"sentences":[{"text":"Now moving forward, my charges are meant to be $59.46.","start":1080.025,"end":1085.0851,"sentiment":"neutral","sentiment_score":0.16056246384978295},{"text":"And then it's meant to return to the price not inclusive of the 15% discount.","start":1086.905,"end":1094.91,"sentiment":"neutral","sentiment_score":0.02277142902215322},{"text":"That is what I signed up for.","start":1096.01,"end":1097.71,"sentiment":"neutral","sentiment_score":0.09495130500623158},{"text":"No.","start":1105.975,"end":1106.215,"sentiment":"neutral","sentiment_score":-0.3113097548484802},{"text":"It wasn't.","start":1106.215,"end":1106.7749,"sentiment":"neutral","sentiment_score":-0.33291564881801605}],"sentiment":"neutral","sentiment_score":0.04670611875397818,"num_words":35,"start":1080.025,"end":1106.7749},{"sentences":[{"text":"No.","start":1106.7749,"end":1107.015,"sentiment":"neutral","sentiment_score":-0.24316316843032837},{"text":"It wasn't.","start":1107.015,"end":1107.6549,"sentiment":"neutral","sentiment_score":-0.23429740965366364},{"text":"No.","start":1107.6549,"end":1107.895,"sentiment":"neutral","sentiment_score":-0.30768901109695435},{"text":"It wasn't.","start":1107.895,"end":1108.375,"sentiment":"neutral","sentiment_score":-0.3000825345516205},{"text":"I moved in here on the September 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two.","start":1198.155,"end":1199.13,"sentiment":"neutral","sentiment_score":-0.10334509114424388}],"sentiment":"neutral","sentiment_score":-0.014621562488815364,"num_words":34,"start":1112.0549,"end":1199.13},{"sentences":[{"text":"So what are you saying that my new monthly cost will be after the 15% discount ends?","start":1239.23,"end":1244.775,"sentiment":"neutral","sentiment_score":0.02819873863721595},{"text":"When it was $69.95, that's what I'm meant to be paying monthly without a discount.","start":1245.795,"end":1251.315,"sentiment":"neutral","sentiment_score":-0.03205987326800823},{"text":"What is it that you're saying it is now?","start":1251.315,"end":1253.415,"sentiment":"neutral","sentiment_score":-0.026284532414542303},{"text":"So you're telling me it's gone up $20.05?","start":1264.48,"end":1267.78,"sentiment":"neutral","sentiment_score":-0.01047712069703266},{"text":"No.","start":1273.9651,"end":1274.285,"sentiment":"negative","sentiment_score":-0.4207441806793213}],"sentiment":"neutral","sentiment_score":-0.014852829603478312,"num_words":50,"start":1239.23,"end":1274.285},{"sentences":[{"text":"I'm not satisfied at all.","start":1274.285,"end":1275.8251,"sentiment":"negative","sentiment_score":-0.5893808484077454},{"text":"I was satisfied to sign a contract for $69.95.","start":1302.535,"end":1306.875,"sentiment":"neutral","sentiment_score":0.09527952017055617},{"text":"One.","start":1343.5199,"end":1343.9199,"sentiment":"neutral","sentiment_score":-0.0108780600130558},{"text":"It's just me.","start":1343.9199,"end":1345.0599,"sentiment":"neutral","sentiment_score":-0.024838343883554142},{"text":"I live alone.","start":1345.9199,"end":1346.7999,"sentiment":"neutral","sentiment_score":-0.015177025149265925}],"sentiment":"neutral","sentiment_score":-0.10572917750548749,"num_words":21,"start":1274.285,"end":1346.7999},{"sentences":[{"text":"It's one person.","start":1346.7999,"end":1347.7799,"sentiment":"neutral","sentiment_score":-0.0018809024865428612},{"text":"And when will that occur?","start":1369.74,"end":1370.7,"sentiment":"neutral","sentiment_score":0.08458509221673012},{"text":"When will I get an update of what you've gone and done to my account?","start":1370.7,"end":1373.84,"sentiment":"neutral","sentiment_score":0.06981065943837166},{"text":"Righto.","start":1378.0599,"end":1378.5599,"sentiment":"neutral","sentiment_score":0.12359483540058136},{"text":"Yep.","start":1384.125,"end":1384.625,"sentiment":"neutral","sentiment_score":0.1295561641454697}],"sentiment":"neutral","sentiment_score":0.06870374578982591,"num_words":25,"start":1346.7999,"end":1384.625},{"sentences":[{"text":"Yeah.","start":1412.635,"end":1412.875,"sentiment":"neutral","sentiment_score":0.12963876128196716},{"text":"In this instance of this invoice being amended, yes.","start":1412.875,"end":1415.9149,"sentiment":"neutral","sentiment_score":0.013912330071131388},{"text":"But moving forward, no.","start":1415.9149,"end":1417.035,"sentiment":"neutral","sentiment_score":-0.12922251038253307},{"text":"Not as yet.","start":1417.035,"end":1417.9349,"sentiment":"neutral","sentiment_score":-0.302848478158315},{"text":"Yep.","start":1425.195,"end":1425.695,"sentiment":"neutral","sentiment_score":0.16712020337581637}],"sentiment":"neutral","sentiment_score":-0.05574808559483952,"num_words":18,"start":1412.635,"end":1425.695},{"sentences":[{"text":"Thanks.","start":1431.9569,"end":1432.4569,"sentiment":"neutral","sentiment_score":-0.11984273046255112}],"sentiment":"neutral","sentiment_score":-0.11984273046255112,"num_words":1,"start":1431.9569,"end":1432.4569}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hi, Mary. It's Sky here. How are you?\n\nChannel 0: I'm doing great, Skye. Thank you so much for calling us. How... Yeah. I actually left a voice mail yesterday.\n\nChannel 1: Yeah. You've left many. You've left many. You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month.\n\nChannel 0: Mhmm. Yeah.\n\nChannel 1: Yep.\n\nChannel 0: I do... Yes. That's actually correct. Since the... I know the the...\n\nWhich is the, you know, just a small amount. However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance. So it will not be included on the today's... Or the current outstanding balance for October. But if you are to pay for\n\nChannel 1: It's\n\nChannel 0: the\n\nChannel 1: included\n\nChannel 0: previous\n\nChannel 1: on\n\nChannel 0: balance\n\nChannel 1: the invoice it's included on the invoice I have here. Balance minus $9 and 33. Pay immediately. New charges, $76 and 49. Total payable, $85.82.\n\nDue date, eleventh of the tenth. What do you mean it's not included? It is included.\n\nChannel 0: Let me just pull up your account because...\n\nChannel 1: And then I've got some other questions too on the plan rate.\n\nChannel 0: Mhmm. Sure. I'll be more than happy to check\n\nChannel 1: Mhmm.\n\nChannel 0: on that for you. Just give me one second. Let me just pull up your account.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay. Let me just check on your most latest invoice.\n\nChannel 1: Yeah. The first invoice of the month that I've had the Internet.\n\nChannel 0: Alright. Yeah. It was just, you know, presented on the invoice. However, it still it would be paid still separately. Your October invoice only cover October invoice.\n\nAnd if in any case that you will need to pay for the September invoice or the previous invoice, The invoice for September should be paid, so it's gonna be separately... Separate payment. But it's\n\nChannel 1: Well,\n\nChannel 0: fine\n\nChannel 1: no.\n\nChannel 0: if\n\nChannel 1: I'm\n\nChannel 0: you\n\nChannel 1: paying\n\nChannel 0: are...\n\nChannel 1: the $85.82, which is inclusive of the $9.33.\n\nChannel 0: I'm sorry?\n\nChannel 1: I said the total payable on this invoice of $85.82 is inclusive of the $9.33.\n\nChannel 0: Okay. Let me just check if there's another invoice that was sent to you. But on your end, is it showing that you could pay for it together? Because...\n\nChannel 1: Yes. It's an inclusive... Fuck me, mate. Can you\n\nChannel 0: Oh,\n\nChannel 1: not see\n\nChannel 0: that's...\n\nChannel 1: the invoice that's been sent?\n\nChannel 0: Well, the last invoice that I'm seeing here in your account was only covering the October invoice. So isn't\n\nChannel 1: When you\n\nChannel 0: it...\n\nChannel 1: say October\n\nChannel 0: That's\n\nChannel 1: invoice...\n\nChannel 0: fine.\n\nChannel 1: When you say the October invoice, how much?\n\nChannel 0: That's $17.06 dollars and 49¢.\n\nChannel 1: Right.\n\nChannel 0: It's the invoice number.\n\nChannel 1: And it has pay immediately included on top, $9.33, bringing the balance to $85.82.\n\nChannel 0: Sir, if you're seeing an an option for you to pay\n\nChannel 1: Well,\n\nChannel 0: for\n\nChannel 1: that's\n\nChannel 0: it together?\n\nChannel 1: what it takes the invoice. That's what's on the in...\n\nChannel 0: Yes,\n\nChannel 1: That's\n\nChannel 0: sir.\n\nChannel 1: the invoice. The total invoice is for that.\n\nChannel 0: Mhmm. No worries. Yeah. I am so sorry for that, Skye. If you have an option to pay for free together including the September invite, it's totally fine.\n\nWe'll just check on your account for payment update or payment correction, if any.\n\nChannel 1: Right. So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54. Can you bring\n\nChannel 0: Okay.\n\nChannel 1: up my original... Can you bring up my original plan, my original first payment to\n\nChannel 0: Just\n\nChannel 1: connect\n\nChannel 0: give\n\nChannel 1: this\n\nChannel 0: me\n\nChannel 1: Internet?\n\nChannel 0: one second. Okay. Hold on. So your current plan is for 25 MBBS. Right?\n\n25 MBBS. Oh, yeah. Sorry. So, actually, what happened... What the invoice that you're currently seeing is that actually correct, Sky.\n\nAnd we actually experienced an increase in the cost associated with, you know, maintaining and providing our network services. So we also had to follow updating or updating smaller chunk or in... Price increase for for the Linum network. So I wanted to just inform you about it as well. So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite.\n\nChannel 1: When did that change? No. Like, I've just signed up, and\n\nChannel 0: Mhmm.\n\nChannel 1: now you're telling me it's more.\n\nChannel 0: That was just started October, and for some reason, this is a major changes in the... In... I mean, Internet service provider. But since you know... I know I know.\n\nI I know. Right? I remember you. You just signed up for with us with contract, and we really understand where you're coming from regarding\n\nChannel 1: No.\n\nChannel 0: with this\n\nChannel 1: You\n\nChannel 0: price\n\nChannel 1: don't. No.\n\nChannel 0: exchange.\n\nChannel 1: You don't. This is bullshit. The service has been dreadful. You've harassed me, endlessly for nine dollars, and now you're telling me that my plan cost has changed.\n\nChannel 0: Mhmm. Yeah.\n\nChannel 1: So\n\nChannel 0: No.\n\nChannel 1: you tell\n\nChannel 0: I\n\nChannel 1: me\n\nChannel 0: really\n\nChannel 1: you\n\nChannel 0: under\n\nChannel 1: tell me you tell me what I signed up for. Tell me what I signed up for.\n\nChannel 0: So, Skye, you signed up for the 25 MBBS.\n\nChannel 1: For the cost of?\n\nChannel 0: Now it costs 90\n\nChannel 1: No.\n\nChannel 0: dollars\n\nChannel 1: What did\n\nChannel 0: per\n\nChannel 1: I\n\nChannel 0: month,\n\nChannel 1: sign\n\nChannel 0: Skye.\n\nChannel 1: up for?\n\nChannel 0: Let me just go ahead and check here if I could be able to,\n\nChannel 1: What do\n\nChannel 0: you\n\nChannel 1: you mean\n\nChannel 0: know,\n\nChannel 1: if you\n\nChannel 0: retrieve...\n\nChannel 1: can be able to? Find my record.\n\nChannel 0: Yeah.\n\nChannel 1: I've\n\nChannel 0: I'm here.\n\nChannel 1: only been a member\n\nChannel 0: Just\n\nChannel 1: for\n\nChannel 0: give\n\nChannel 1: a\n\nChannel 0: me...\n\nChannel 1: month.\n\nChannel 0: Yes, Kai. So don't worry. We're on it together. I will make sure to help you and give you the best option that I could offer to you. Okay?\n\nSo\n\nChannel 1: No. That's not\n\nChannel 0: don't\n\nChannel 1: good\n\nChannel 0: worry\n\nChannel 1: enough\n\nChannel 0: for\n\nChannel 1: because\n\nChannel 0: this.\n\nChannel 1: I signed up for a plan that was $69,\n\nChannel 0: Mhmm.\n\nChannel 1: and it also had a 15% discount for the first three months. Six months,\n\nChannel 0: Yes.\n\nChannel 1: actually, I think. I want you to find exactly what I signed up for and tell it back to me.\n\nChannel 0: Sure. No worries. I'm on it, Skye. Just give me one second. Okay?\n\nChannel 1: I'll be changing providers, I believe.\n\nChannel 0: Alright. Skye, your your previous plan for 25 MBBS or our... Was actually $69.95. I know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because\n\nChannel 1: And\n\nChannel 0: regarding\n\nChannel 1: that\n\nChannel 0: with\n\nChannel 1: was\n\nChannel 0: this\n\nChannel 1: 60\n\nChannel 0: price increase...\n\nChannel 1: 9 that was $69 with a discount.\n\nChannel 0: Mhmm.\n\nChannel 1: That's not with the discount. It was meant to be a 15% discount for a number of months.\n\nChannel 0: Yes. A 15% discount, Skye. That's why I would love to also offer... Here's what's... Alright.\n\nSo just let me know how... I mean, whichever option is convenient for you. For this month, October, I can go ahead and or modify your invoice going back to your normal or previous...\n\nChannel 1: I wouldn't have signed up with you had I have known this change was coming. This is extremely untoward service.\n\nChannel 0: Mhmm. I know. I really understand. I hear you. So I'll...\n\nLet me go ahead and check your options that I could offer to you. Okay? Rest\n\nChannel 1: Yeah.\n\nChannel 0: assured\n\nChannel 1: You do\n\nChannel 0: that\n\nChannel 1: that.\n\nChannel 0: I'll\n\nChannel 1: Because\n\nChannel 0: be...\n\nChannel 1: otherwise, I'll be canceling,\n\nChannel 0: Yes.\n\nChannel 1: and I'll be going to the Omnison because this is absolutely not\n\nChannel 0: Yes. No worries. So I'll go ahead and check here, provide you an option for your plan. Okay?\n\nChannel 1: acceptable.\n\nChannel 0: So for this one... Just give me one second. So for\n\nChannel 1: No.\n\nChannel 0: this\n\nChannel 1: Not\n\nChannel 0: one,\n\nChannel 1: for\n\nChannel 0: for\n\nChannel 1: this\n\nChannel 0: one\n\nChannel 1: one.\n\nChannel 0: to four...\n\nChannel 1: Not for this one. I have signed up, okay, under the premise that this was\n\nChannel 0: Two...\n\nChannel 1: the payment. Now you have billed\n\nChannel 0: Mhmm.\n\nChannel 1: me\n\nChannel 0: Mhmm.\n\nChannel 1: for more. You have harassed me. I'm going to be making a complaint, and I want it rectified immediately.\n\nChannel 0: Okay. So, Skye, I really understand, and you are... And you have the right to do so. Just give us another chance to rectify this issue. I'm sure that this can be resolved on...\n\nOr on on on both sides. Okay? So for the meantime, alright, I I know that you've signed up for $69.95. And, also, the price is already live on our website, or the new prices are already live on our new website. So for this one...\n\nI'm sorry. I'm not for this one. But for the meantime, while you're on the line, I'll go ahead and rectified or modified your invoice, your current invoice for $76.49 back to your $69.95 plus the 15% discount. Alright? So regarding your\n\nChannel 1: Which\n\nChannel 0: coming\n\nChannel 1: is...\n\nChannel 0: months...\n\nChannel 1: Tell me what the tell me what the payment's meant to be.\n\nChannel 0: Yes.\n\nChannel 1: $69\n\nChannel 0: One\n\nChannel 1: and\n\nChannel 0: second.\n\nChannel 1: 95¢ minus 15% is?\n\nChannel 0: Yes. One second, please. Hold on. So that's total of $59.46.\n\nChannel 1: Is... What? Sorry?\n\nChannel 0: $59.46. So that's 15% of $69.95.\n\nChannel 1: Right. That is what my payment is meant to be. That is\n\nChannel 0: Yes.\n\nChannel 1: what I\n\nChannel 0: I...\n\nChannel 1: signed up for.\n\nChannel 0: Mhmm.\n\nChannel 1: How dare you go and send me new invoices for a a a new price as a new customer that has been on the plan for one month?\n\nChannel 0: Yes. I I know. Right?\n\nChannel 1: When\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: hear\n\nChannel 1: had\n\nChannel 0: you.\n\nChannel 1: a number\n\nChannel 0: And\n\nChannel 1: of providers to choose from, and I chose this provider for the reasons of the offer that was provided.\n\nChannel 0: mhmm. And we really appreciate you for choosing Airtel. And I know... I mean, this is one of the reason why I will wanna maximize our... My options here for it to be offered to you.\n\nK? But I just need some... You know, since this is a major changes as well on our end, I'll need to present or propose a... The best option for your account. But for the meantime, since I will need to propose this to the team as well, for the meantime, again, I'll go back...\n\nI'll have to modify your invoice back to your $69 or previous plan with 15% discount, which is $59.46. And for the remaining month, I'll go ahead and check on it. Alright? However, setting expectations, the new price will... I mean, the discounted price will be deducted from the current price right now.\n\nBut we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted\n\nChannel 1: Previous plan, this is my first invoice and it's completely changed.\n\nChannel 0: I\n\nChannel 1: What\n\nChannel 0: mean,\n\nChannel 1: do\n\nChannel 0: the\n\nChannel 1: you mean?\n\nChannel 0: previous price. I mean, the previous\n\nChannel 1: Like, this\n\nChannel 0: price,\n\nChannel 1: this is\n\nChannel 0: Kylie.\n\nChannel 1: my...\n\nChannel 0: I'm\n\nChannel 1: Let's\n\nChannel 0: so\n\nChannel 1: remember.\n\nChannel 0: sorry for\n\nChannel 1: This\n\nChannel 0: that.\n\nChannel 1: is my first invoice from you. Okay? For\n\nChannel 0: Okay.\n\nChannel 1: my first month of\n\nChannel 0: Mhmm.\n\nChannel 1: Internet, and it has not...\n\nChannel 0: Mhmm.\n\nChannel 1: It is not what I signed the contract for.\n\nChannel 0: Mhmm. Yes. I I I know. Alright? However, please also understand that your account is showing that the prices might vary depending on Linham Networks.\n\nSo prices are subject to change. That's why I am... I wanna work with you giving you the best prices that we could offer to you for what happened. Okay? I I won't leave you behind.\n\nI'll work with you. I'll work on your account. I'll be the one to talk to you. Alright? Because everything is valid.\n\nYour feedback are valid, and we really appreciate you for sharing that to me. Rest assured that this will also be forwarded to our dedicated team. Yeah. I just wanna help you regarding with your account\n\nChannel 1: I could\n\nChannel 0: as\n\nChannel 1: have\n\nChannel 0: well.\n\nChannel 1: gone with other providers with better speeds and better offers at this price.\n\nChannel 0: Okay. Can you... Alright. So could you tell me how... I mean, how would...\n\nI mean, how's your experience with your... The 25 MBBS? Is it still... Can...\n\nChannel 1: Listen. Listen. Let's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for.\n\nChannel 0: Okay. I will. Just give me one second. Alright. Skye has already sent you the modified invoice amounting $59.46.\n\nSo that's for the month of October. Hello, Sky?\n\nChannel 1: Yeah. I'm checking my email.\n\nChannel 0: Alright.\n\nChannel 1: I've not received anything.\n\nChannel 0: Just keep... Let's just give, like, some moment. I've sent this through your account.\n\nChannel 1: What do you mean you sent it through my account? I haven't got an email with a new invoice.\n\nChannel 0: On our end, it says, successfully forwarded today at 09:39. So let's, give the system, like, one to two minutes of... For you to to also receive that on your end. Confirming we also have the same email address, could you verify your email address, please?\n\nChannel 1: Yep. It's just come through. $59.46 with the extra of the $9 and 33 with a total of $68.79. Right. Now moving forward, my charges are meant to be $59.46.\n\nAnd\n\nChannel 0: Mhmm.\n\nChannel 1: then\n\nChannel 0: Mhmm.\n\nChannel 1: it's meant to return to the price not inclusive of the 15% discount. That is what I signed up for.\n\nChannel 0: Yes. That is what is your signed up for, Sky. That was August. However,\n\nChannel 1: No. It wasn't. No.\n\nChannel 0: start...\n\nChannel 1: It wasn't. No. It wasn't. I moved in here on the September 1.\n\nChannel 0: Mhmm. Oh, yeah.\n\nChannel 1: Okay? This bill is from the September 1 to the October 1, my very first month invoice.\n\nChannel 0: Yes. Correct. Right. So this is your first invoice for the month of October, Sky, of $59.46. Again, setting expectation, the new price will still be reflecting until the following month.\n\nBut I... As I've mentioned earlier, you still get to get the 15% discount. And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price. Okay? Don't worry, Skye.\n\nI will work on it. So your plan has 15% discount for three months. And I'll take a look if\n\nChannel 1: And this is\n\nChannel 0: I'm... If\n\nChannel 1: the\n\nChannel 0: I\n\nChannel 1: first\n\nChannel 0: can...\n\nChannel 1: month.\n\nChannel 0: This is\n\nChannel 1: So\n\nChannel 0: the\n\nChannel 1: there's\n\nChannel 0: first\n\nChannel 1: two\n\nChannel 0: month.\n\nChannel 1: more months\n\nChannel 0: Yes.\n\nChannel 1: of 15% discount. Not one, two.\n\nChannel 0: Yeah. Just give me one second as well. Hold on. Yeah. There are still two remaining months, and I'm...\n\nI I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye. I can set a expectation that's gonna be from your... I mean, from our live new prices for Linham Network. But I will leave you empty handed. I'll make sure that I'll call back with you with some good news with extended discount to your account.\n\nChannel 1: So what are you saying that my new monthly cost will be after the 15% discount ends? When it was $69.95,\n\nChannel 0: It's\n\nChannel 1: that's what I'm meant to be\n\nChannel 0: going...\n\nChannel 1: paying monthly without a discount. What is it that you're saying it is now?\n\nChannel 0: It's $90, Kai. So that's the new prices with Linham Network as we also need to follow their changes\n\nChannel 1: So you're telling\n\nChannel 0: for...\n\nChannel 1: me it's gone up $20.05?\n\nChannel 0: Yeah. That's the current price. Yes, Kai.\n\nChannel 1: No. I'm not satisfied at all.\n\nChannel 0: Could you share to me what will make you satisfied? I will try my best to\n\nChannel 1: I\n\nChannel 0: work\n\nChannel 1: was\n\nChannel 0: in\n\nChannel 1: satisfied\n\nChannel 0: it for the team.\n\nChannel 1: to sign a contract for $69.95.\n\nChannel 0: Yeah. Skye, if I may ask how many Internet users usually use the Internet in your household?\n\nChannel 1: One. It's just me. I\n\nChannel 0: Okay.\n\nChannel 1: live alone. It's one person.\n\nChannel 0: Alright. So alright. I'll take note of that. Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount. Okay?\n\nChannel 1: And when will that occur? When will I get an update of what you've gone and done to my account?\n\nChannel 0: Well, I can give you a call within the day.\n\nChannel 1: Righto.\n\nChannel 0: Okay?\n\nChannel 1: Yep.\n\nChannel 0: Alright. So before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your... I mean, what happened with regards to your current plan. I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback.\n\nChannel 1: Yeah. In this instance of this invoice being amended, yes. But moving forward, no. Not as yet.\n\nChannel 0: Alright. So that's why I'll go ahead and propose your account to the team, and I'll get back to you. Okay?\n\nChannel 1: Yep.\n\nChannel 0: Alright. Thank you so much, and enjoy the rest of your day, Skye. Goodbye for now.\n\nChannel 1: Thanks.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.96,"end":2.32,"sentiment":"positive","sentiment_score":0.5105538308620453},{"text":"My name is Mary.","start":2.32,"end":3.1999998,"sentiment":"positive","sentiment_score":0.3669848069548607},{"text":"May I have your name, please?","start":3.1999998,"end":4.5,"sentiment":"neutral","sentiment_score":0.24719170729319254}],"sentiment":"positive","sentiment_score":0.3669239083925883,"channel":0,"num_words":15,"start":0.96,"end":4.5},{"sentences":[{"text":"Hi, Mary.","start":4.96,"end":5.68,"sentiment":"neutral","sentiment_score":0.2503715753555298},{"text":"It's Sky here.","start":5.68,"end":6.72,"sentiment":"neutral","sentiment_score":0.3108072678248088},{"text":"How are you?","start":6.72,"end":7.54,"sentiment":"positive","sentiment_score":0.3361130356788635}],"sentiment":"neutral","sentiment_score":0.30518800765275955,"channel":1,"num_words":8,"start":4.96,"end":7.54},{"sentences":[{"text":"I'm doing great, Skye.","start":8.08,"end":9.44,"sentiment":"positive","sentiment_score":0.7344325929880142},{"text":"Thank you so much for calling us.","start":9.44,"end":11.44,"sentiment":"positive","sentiment_score":0.712457001209259},{"text":"How...","start":11.44,"end":11.92,"sentiment":"neutral","sentiment_score":0.2282213568687439},{"text":"Yeah.","start":11.92,"end":12.24,"sentiment":"neutral","sentiment_score":0.052066534757614136},{"text":"I actually left a voice mail yesterday.","start":12.24,"end":14.98,"sentiment":"neutral","sentiment_score":-0.009534985625318118}],"sentiment":"positive","sentiment_score":0.40692361863330007,"channel":0,"num_words":20,"start":8.08,"end":14.98},{"sentences":[{"text":"Yeah.","start":15.655,"end":15.895,"sentiment":"neutral","sentiment_score":-0.021241242066025737},{"text":"You've left many.","start":15.895,"end":16.855,"sentiment":"neutral","sentiment_score":-0.03511267155408859},{"text":"You've left many.","start":16.855,"end":17.915,"sentiment":"neutral","sentiment_score":-0.041155039022366204},{"text":"You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month.","start":18.055,"end":24.075,"sentiment":"neutral","sentiment_score":-0.03739670223810456}],"sentiment":"neutral","sentiment_score":-0.03699213182874795,"channel":1,"num_words":29,"start":15.655,"end":24.075},{"sentences":[{"text":"Mhmm.","start":24.965,"end":25.465,"sentiment":"neutral","sentiment_score":-0.006428252439945936},{"text":"Yeah.","start":25.845,"end":26.345,"sentiment":"neutral","sentiment_score":0.005712175741791725}],"sentiment":"neutral","sentiment_score":-0.0003580383490771055,"channel":0,"num_words":2,"start":24.965,"end":26.345},{"sentences":[{"text":"Yep.","start":26.215,"end":26.58,"sentiment":"neutral","sentiment_score":0.020552106201648712}],"sentiment":"neutral","sentiment_score":0.020552106201648712,"channel":1,"num_words":1,"start":26.215,"end":26.58},{"sentences":[{"text":"I do...","start":26.404999,"end":27.145,"sentiment":"neutral","sentiment_score":0.016468789894133806},{"text":"Yes.","start":27.765,"end":28.005,"sentiment":"neutral","sentiment_score":0.027887415140867233},{"text":"That's actually correct.","start":28.005,"end":29.064999,"sentiment":"neutral","sentiment_score":0.05873833845059077},{"text":"Since the...","start":29.525,"end":30.81,"sentiment":"neutral","sentiment_score":-0.03128167800605297},{"text":"I know the the...","start":30.81,"end":31.77,"sentiment":"neutral","sentiment_score":-0.032722200732678175}],"sentiment":"neutral","sentiment_score":0.0036323209448407092,"channel":0,"num_words":12,"start":26.404999,"end":31.77},{"sentences":[{"text":"Which is the, you know, just a small amount.","start":31.77,"end":34.81,"sentiment":"neutral","sentiment_score":-0.0859384255276786},{"text":"However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding 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Networks.","start":794.67,"end":802.52997,"sentiment":"neutral","sentiment_score":-0.10509969335463312}],"sentiment":"neutral","sentiment_score":-0.0874132338911295,"channel":0,"num_words":25,"start":792.35,"end":802.52997},{"sentences":[{"text":"So prices are subject to change.","start":803.28503,"end":806.025,"sentiment":"neutral","sentiment_score":-0.11765361701448758},{"text":"That's why I am...","start":806.085,"end":807.30505,"sentiment":"neutral","sentiment_score":0.0065215639770030975},{"text":"I wanna work with you giving you the best prices that we could offer to you for what happened.","start":807.765,"end":814.505,"sentiment":"neutral","sentiment_score":0.18123340273374006},{"text":"Okay?","start":815.205,"end":815.705,"sentiment":"neutral","sentiment_score":0.06534546613693237},{"text":"I I won't leave you behind.","start":816.37,"end":818.71,"sentiment":"neutral","sentiment_score":-0.023948511419196922}],"sentiment":"neutral","sentiment_score":0.07459037787177497,"channel":0,"num_words":36,"start":803.28503,"end":818.71},{"sentences":[{"text":"I'll work with you.","start":819.17004,"end":820.13,"sentiment":"neutral","sentiment_score":0.19463884457945824},{"text":"I'll work on your account.","start":820.13,"end":821.73004,"sentiment":"neutral","sentiment_score":0.20490425527095796},{"text":"I'll be the one to talk to you.","start":821.73004,"end":823.43,"sentiment":"neutral","sentiment_score":0.16392566449940205},{"text":"Alright?","start":823.81,"end":824.31,"sentiment":"neutral","sentiment_score":0.16312175989151},{"text":"Because everything is valid.","start":827.57,"end":832.49506,"sentiment":"neutral","sentiment_score":0.28230566158890724}],"sentiment":"neutral","sentiment_score":0.20031028985977173,"channel":0,"num_words":22,"start":819.17004,"end":832.49506},{"sentences":[{"text":"Your feedback are valid, and we really appreciate you for sharing that to me.","start":832.875,"end":837.775,"sentiment":"positive","sentiment_score":0.533359169960022},{"text":"Rest assured that this will also be forwarded to our dedicated team.","start":838.23505,"end":842.655,"sentiment":"positive","sentiment_score":0.3462380915880203},{"text":"Yeah.","start":846.35004,"end":846.59,"sentiment":"neutral","sentiment_score":0.15026813745498657},{"text":"I just wanna help you regarding with your account","start":846.59,"end":849.39,"sentiment":"neutral","sentiment_score":0.1686242868502935}],"sentiment":"positive","sentiment_score":0.36916033882233834,"channel":0,"num_words":36,"start":832.875,"end":849.39},{"sentences":[{"text":"I 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better offers at this price.","start":849.68,"end":854.205,"sentiment":"neutral","sentiment_score":0.05574987685451141}],"sentiment":"neutral","sentiment_score":0.05574987685451141,"channel":1,"num_words":13,"start":849.68,"end":854.205},{"sentences":[{"text":"Okay.","start":861.585,"end":861.905,"sentiment":"neutral","sentiment_score":0.020914539694786072},{"text":"Can you...","start":861.905,"end":862.54504,"sentiment":"neutral","sentiment_score":0.006596456281840801},{"text":"Alright.","start":862.54504,"end":862.945,"sentiment":"neutral","sentiment_score":0.009587228298187256},{"text":"So could you tell me how...","start":862.945,"end":865.205,"sentiment":"neutral","sentiment_score":-0.009071180752168099},{"text":"I mean, how would...","start":865.66504,"end":866.54504,"sentiment":"neutral","sentiment_score":-0.020674301777034998}],"sentiment":"neutral","sentiment_score":-0.006673543647463832,"channel":0,"num_words":14,"start":861.585,"end":866.54504},{"sentences":[{"text":"I mean, how's your experience with your...","start":866.54504,"end":869.98505,"sentiment":"neutral","sentiment_score":-0.013524849433451891},{"text":"The 25 MBBS?","start":869.98505,"end":871.125,"sentiment":"neutral","sentiment_score":-0.041996551056702934},{"text":"Is it still...","start":871.82,"end":873.84,"sentiment":"neutral","sentiment_score":-0.04017622644702593},{"text":"Can...","start":875.26,"end":875.76,"sentiment":"neutral","sentiment_score":-0.0286480151116848}],"sentiment":"neutral","sentiment_score":-0.02641716383264533,"channel":0,"num_words":14,"start":866.54504,"end":875.76},{"sentences":[{"text":"Listen.","start":876.69995,"end":877.19995,"sentiment":"neutral","sentiment_score":-0.06782295554876328},{"text":"Listen.","start":877.33997,"end":877.83997,"sentiment":"neutral","sentiment_score":-0.1316576600074768},{"text":"Let's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for.","start":878.06,"end":886.035,"sentiment":"negative","sentiment_score":-0.35804526559237776}],"sentiment":"negative","sentiment_score":-0.34138042960436116,"channel":1,"num_words":31,"start":876.69995,"end":886.035},{"sentences":[{"text":"Okay.","start":886.975,"end":887.455,"sentiment":"neutral","sentiment_score":-0.08646909147500992},{"text":"I will.","start":887.455,"end":888.015,"sentiment":"neutral","sentiment_score":-0.05958499200642109},{"text":"Just give me one second.","start":888.015,"end":889.235,"sentiment":"neutral","sentiment_score":-0.01751921810209751},{"text":"Alright.","start":1006.08,"end":1006.48004,"sentiment":"neutral","sentiment_score":0.01538762729614973},{"text":"Skye has already sent you the modified invoice amounting $59.46.","start":1006.48004,"end":1011.78,"sentiment":"neutral","sentiment_score":0.014051162265241146}],"sentiment":"neutral","sentiment_score":-0.007228206107883077,"channel":0,"num_words":19,"start":886.975,"end":1011.78},{"sentences":[{"text":"So that's for the month of October.","start":1012.32,"end":1013.86,"sentiment":"neutral","sentiment_score":0.027375576751572744},{"text":"Hello, Sky?","start":1023.325,"end":1024.3049,"sentiment":"neutral","sentiment_score":0.004213444422930479}],"sentiment":"neutral","sentiment_score":0.022228436234096687,"channel":0,"num_words":9,"start":1012.32,"end":1024.3049},{"sentences":[{"text":"Yeah.","start":1024.4601,"end":1024.78,"sentiment":"neutral","sentiment_score":-0.01391852367669344},{"text":"I'm checking my 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system, like, one to two minutes of...","start":1054.505,"end":1058.34,"sentiment":"neutral","sentiment_score":0.07225095497613604},{"text":"For you to to also receive that on your end.","start":1058.34,"end":1060.6799,"sentiment":"neutral","sentiment_score":0.12902457788586616},{"text":"Confirming we also have the same email address, could you verify your email address, please?","start":1062.02,"end":1067.32,"sentiment":"neutral","sentiment_score":0.10538638532161712}],"sentiment":"neutral","sentiment_score":0.1214335374939053,"channel":0,"num_words":46,"start":1046.505,"end":1067.32},{"sentences":[{"text":"Yep.","start":1067.59,"end":1067.83,"sentiment":"neutral","sentiment_score":0.27373504638671875},{"text":"It's just come through.","start":1067.83,"end":1069.0499,"sentiment":"positive","sentiment_score":0.4649331718683243},{"text":"$59.46 with the extra of the $9 and 33 with a total of $68.79.","start":1069.6699,"end":1077.13,"sentiment":"neutral","sentiment_score":0.26509655692747663},{"text":"Right.","start":1079.785,"end":1080.025,"sentiment":"neutral","sentiment_score":0.17309831082820892},{"text":"Now moving forward, my charges are meant to be $59.46.","start":1080.025,"end":1085.0851,"sentiment":"neutral","sentiment_score":0.16056246384978295}],"sentiment":"neutral","sentiment_score":0.2541180826723576,"channel":1,"num_words":30,"start":1067.59,"end":1085.0851},{"sentences":[{"text":"And","start":1086.905,"end":1087.145,"sentiment":"neutral","sentiment_score":0.06671055406332016}],"sentiment":"neutral","sentiment_score":0.06671055406332016,"channel":1,"num_words":1,"start":1086.905,"end":1087.145},{"sentences":[{"text":"Mhmm.","start":1086.9451,"end":1087.4451,"sentiment":"neutral","sentiment_score":0.035482391715049744}],"sentiment":"neutral","sentiment_score":0.035482391715049744,"channel":0,"num_words":1,"start":1086.9451,"end":1087.4451},{"sentences":[{"text":"then","start":1087.145,"end":1087.645,"sentiment":"neutral","sentiment_score":0.033276528120040894}],"sentiment":"neutral","sentiment_score":0.033276528120040894,"channel":1,"num_words":1,"start":1087.145,"end":1087.645},{"sentences":[{"text":"Mhmm.","start":1088.16,"end":1088.66,"sentiment":"neutral","sentiment_score":0.007438079919666052}],"sentiment":"neutral","sentiment_score":0.007438079919666052,"channel":0,"num_words":1,"start":1088.16,"end":1088.66},{"sentences":[{"text":"it's meant to return to the price not inclusive of the 15% discount.","start":1089.305,"end":1094.91,"sentiment":"neutral","sentiment_score":0.018583411780687478},{"text":"That is what I signed up for.","start":1096.01,"end":1097.71,"sentiment":"neutral","sentiment_score":0.09495130500623158}],"sentiment":"neutral","sentiment_score":0.04531217440962791,"channel":1,"num_words":20,"start":1089.305,"end":1097.71},{"sentences":[{"text":"Yes.","start":1098.4,"end":1098.9,"sentiment":"neutral","sentiment_score":0.08630986511707306},{"text":"That is what is your signed up for, Sky.","start":1099.6,"end":1102.02,"sentiment":"neutral","sentiment_score":0.09226636919710371},{"text":"That was 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your...","start":1220.265,"end":1223.565,"sentiment":"neutral","sentiment_score":0.2786539256572723},{"text":"I mean, from our live new prices for Linham Network.","start":1223.785,"end":1227.57,"sentiment":"neutral","sentiment_score":0.13659722879529},{"text":"But I will leave you empty handed.","start":1228.9299,"end":1230.71,"sentiment":"neutral","sentiment_score":0.1614165689264025},{"text":"I'll make sure that I'll call back with you with some good news with extended discount to your account.","start":1230.9299,"end":1238.3899,"sentiment":"positive","sentiment_score":0.557174950838089}],"sentiment":"neutral","sentiment_score":0.30285163020545786,"channel":0,"num_words":77,"start":1209.05,"end":1238.3899},{"sentences":[{"text":"So what are you saying that my new monthly cost will be after the 15% discount ends?","start":1239.23,"end":1244.775,"sentiment":"neutral","sentiment_score":0.02819873863721595},{"text":"When it was $69.95,","start":1245.795,"end":1248.595,"sentiment":"neutral","sentiment_score":-0.0278983055613935}],"sentiment":"neutral","sentiment_score":0.017513587361290342,"channel":1,"num_words":21,"start":1239.23,"end":1248.595},{"sentences":[{"text":"It's","start":1246.595,"end":1247.095,"sentiment":"neutral","sentiment_score":-0.036540668457746506}],"sentiment":"neutral","sentiment_score":-0.036540668457746506,"channel":0,"num_words":1,"start":1246.595,"end":1247.095},{"sentences":[{"text":"that's what I'm meant to 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for the team.","start":1303.075,"end":1303.975,"sentiment":"neutral","sentiment_score":0.1757244300097227}],"sentiment":"neutral","sentiment_score":0.1757244300097227,"channel":0,"num_words":4,"start":1303.075,"end":1303.975},{"sentences":[{"text":"to sign a contract for $69.95.","start":1303.5751,"end":1306.875,"sentiment":"neutral","sentiment_score":0.05903776300450166}],"sentiment":"neutral","sentiment_score":0.05903776300450166,"channel":1,"num_words":6,"start":1303.5751,"end":1306.875},{"sentences":[{"text":"Yeah.","start":1310.595,"end":1311.095,"sentiment":"neutral","sentiment_score":0.04892086982727051},{"text":"Skye, if I may ask how many Internet users usually use the Internet in your 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discount.","start":1354.105,"end":1365.6,"sentiment":"positive","sentiment_score":0.4583942093528234},{"text":"Okay?","start":1365.6,"end":1366.1,"sentiment":"neutral","sentiment_score":0.13676586747169495}],"sentiment":"positive","sentiment_score":0.3768507976617132,"channel":0,"num_words":35,"start":1349.0901,"end":1366.1},{"sentences":[{"text":"And when will that occur?","start":1369.74,"end":1370.7,"sentiment":"neutral","sentiment_score":0.08458509221673012},{"text":"When will I get an update of what you've gone and done to my account?","start":1370.7,"end":1373.84,"sentiment":"neutral","sentiment_score":0.06981065943837166}],"sentiment":"neutral","sentiment_score":0.07350426763296128,"channel":1,"num_words":20,"start":1369.74,"end":1373.84},{"sentences":[{"text":"Well, I can give you a call within the 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before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your...","start":1386.4451,"end":1395.41,"sentiment":"neutral","sentiment_score":-0.000980376063481621},{"text":"I mean, what happened with regards to your current plan.","start":1396.67,"end":1401.39,"sentiment":"neutral","sentiment_score":-0.18557666540145873},{"text":"I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback.","start":1401.39,"end":1411.115,"sentiment":"neutral","sentiment_score":0.255456046554549}],"sentiment":"neutral","sentiment_score":0.09024025529386505,"channel":0,"num_words":63,"start":1385.485,"end":1411.115},{"sentences":[{"text":"Yeah.","start":1412.635,"end":1412.875,"sentiment":"neutral","sentiment_score":0.12963876128196716},{"text":"In this instance of this invoice being amended, 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you.","start":1419.86,"end":1424.3401,"sentiment":"neutral","sentiment_score":0.19954137974663785},{"text":"Okay?","start":1424.3401,"end":1424.8401,"sentiment":"neutral","sentiment_score":0.09336867928504944}],"sentiment":"neutral","sentiment_score":0.1864684633910656,"channel":0,"num_words":21,"start":1419.1749,"end":1424.8401},{"sentences":[{"text":"Yep.","start":1425.195,"end":1425.695,"sentiment":"neutral","sentiment_score":0.16712020337581637}],"sentiment":"neutral","sentiment_score":0.16712020337581637,"channel":1,"num_words":1,"start":1425.195,"end":1425.695},{"sentences":[{"text":"Alright.","start":1426.66,"end":1427.06,"sentiment":"positive","sentiment_score":0.3831915259361267},{"text":"Thank you so much, and enjoy the rest of your day, Skye.","start":1427.06,"end":1430.5,"sentiment":"positive","sentiment_score":0.786770835518837},{"text":"Goodbye for now.","start":1430.5,"end":1431.56,"sentiment":"neutral","sentiment_score":0.31574676434199017}],"sentiment":"positive","sentiment_score":0.6732301153242588,"channel":0,"num_words":16,"start":1426.66,"end":1431.56},{"sentences":[{"text":"Thanks.","start":1431.9569,"end":1432.4569,"sentiment":"neutral","sentiment_score":-0.11984273046255112}],"sentiment":"neutral","sentiment_score":-0.11984273046255112,"channel":1,"num_words":1,"start":1431.9569,"end":1432.4569}]},"summary":{"result":"success","short":"A customer named Skye calls Airtel to inquire about an overdue bill. Mary explains that the overdue amount is still showing as outstanding balance and promises to help with billing and invoice issues. The customer is upset because they were charged $69 and their plan was $69 with a 15% discount. Mary tries to modify the invoice and adjust the current price, but the customer wants to know the best option for their account. The agent promises to work on their account and provide a better plan with a 15% discount."},"intents":{"segments":[{"text":"However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance. So it will not be included on the today's... Or the current outstanding balance for October. But if you are to pay for It's the included previous on balance the invoice it's included on the invoice I have here. Balance minus $9 and 33. Pay immediately.","start_word":96,"end_word":159,"intents":[{"intent":"Check balance","confidence_score":0.005411786}]},{"text":"But it's Well, fine no. if I'm you paying are... the $85.82, which is inclusive of the $9.33. I'm sorry?","start_word":313,"end_word":332,"intents":[{"intent":"Confirm payment","confidence_score":0.023466248}]},{"text":"So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54. Can you bring Okay. up my original... Can you bring up my original plan, my original first payment to Just connect give this me Internet? one second.","start_word":534,"end_word":588,"intents":[{"intent":"Discuss plans for internet service","confidence_score":0.0000019743827}]},{"text":"So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite. When did that change?","start_word":673,"end_word":697,"intents":[{"intent":"Clarify plan changes","confidence_score":0.05686679}]},{"text":"I know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because And regarding that with was this 60 price increase... 9 that was $69 with a discount. Mhmm.","start_word":1020,"end_word":1073,"intents":[{"intent":"Offer discount","confidence_score":0.8158524}]},{"text":"I know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because And regarding that with was this 60 price increase... 9 that was $69 with a discount. Mhmm. That's not with the discount. It was meant to be a 15% discount for a number of months. Yes.","start_word":1020,"end_word":1092,"intents":[{"intent":"Clarify information","confidence_score":0.00024165843}]},{"text":"So regarding your Which coming is... months... Tell me what the tell me what the payment's meant to be. Yes.","start_word":1419,"end_word":1438,"intents":[{"intent":"Clarify payment and plans","confidence_score":0.000077662015}]},{"text":"But we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted Previous plan, this is my first invoice and it's completely changed.","start_word":1693,"end_word":1739,"intents":[{"intent":"Update invoice","confidence_score":0.0020671822}]},{"text":"I haven't got an email with a new invoice. On our end, it says, successfully forwarded today at 09:39.","start_word":2054,"end_word":2072,"intents":[{"intent":"Resolve billing issue","confidence_score":0.0044140196}]},{"text":"And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price. Okay?","start_word":2260,"end_word":2301,"intents":[{"intent":"Propose account payment","confidence_score":0.005552519}]},{"text":"There are still two remaining months, and I'm... I I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye.","start_word":2364,"end_word":2402,"intents":[{"intent":"Extend discount","confidence_score":0.61706537}]},{"text":"So that's the new prices with Linham Network as we also need to follow their changes So you're telling for... me it's gone up $20.05? Yeah.","start_word":2494,"end_word":2519,"intents":[{"intent":"Follow changes","confidence_score":0.16252352}]},{"text":"Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount. Okay?","start_word":2599,"end_word":2625,"intents":[{"intent":"Work on account","confidence_score":0.50179374}]},{"text":"When will I get an update of what you've gone and done to my account?","start_word":2631,"end_word":2645,"intents":[{"intent":"Update account","confidence_score":0.20494619}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.44961732625961304},{"text":"May I have your name, please? Hi, Mary. It's Sky here.","start_word":9,"end_word":19,"sentiment":"neutral","sentiment_score":0.2682822644710541},{"text":"How are you? I'm doing great, Skye. Thank you so much for calling us.","start_word":20,"end_word":33,"sentiment":"positive","sentiment_score":0.6449486017227173},{"text":"How... Yeah. I actually left a voice mail yesterday. Yeah. You've left many. You've left many. You're following up on the overdue amount when it's been included on the new bill due on the eleventh of this month. Mhmm. Yeah. Yep. I do... Yes. That's actually correct. Since the... I know the the... Which is the, you know, just a small amount. However, yeah, since the current amount bill or the previous amount bill, it's still showing as outstanding balance. So it will not be included on the today's... Or the current outstanding balance for October. But if you are to pay for It's the included previous on balance the invoice it's included on the invoice I have here. Balance minus $9 and 33. Pay immediately. New charges, $76 and 49. Total payable, $85.82. Due date, eleventh of the tenth. What do you mean it's not included? It is included. Let me just pull up your account because... And then I've got some other questions too on the plan rate. Mhmm. Sure. I'll be more than happy to check Mhmm. on that for you. Just give me one second. Let me just pull up your account. Mhmm. Okay. Let me just check on your most latest invoice. Yeah. The first invoice of the month that I've had the Internet. Alright. Yeah. It was just, you know, presented on the invoice. However, it still it would be paid still separately. Your October invoice only cover October invoice. And if in any case that you will need to pay for the September invoice or the previous invoice, The invoice for September should be paid, so it's gonna be separately... Separate payment. But it's Well, fine no. if I'm you paying are... the $85.82, which is inclusive of the $9.33. I'm sorry? I said the total payable on this invoice of $85.82 is inclusive of the $9.33. Okay. Let me just check if there's another invoice that was sent to you. But on your end, is it showing that you could pay for it together? Because... Yes.","start_word":34,"end_word":377,"sentiment":"neutral","sentiment_score":-0.023573012976517337},{"text":"It's an inclusive... Fuck me, mate.","start_word":378,"end_word":383,"sentiment":"negative","sentiment_score":-0.38213974237442017},{"text":"Can you Oh, not see that's... the invoice that's been sent? Well, the last invoice that I'm seeing here in your account was only covering the October invoice. So isn't When you it... say October That's invoice... fine. When you say the October invoice, how much? That's $17.06 dollars and 49<unk>. Right. It's the invoice number. And it has pay immediately included on top, $9.33, bringing the balance to $85.82. Sir, if you're seeing an an option for you to pay Well, for that's it together? what it takes the invoice. That's what's on the in... Yes, That's sir. the invoice. The total invoice is for that. Mhmm. No worries. Yeah. I am so sorry for that, Skye. If you have an option to pay for free together including the September invite, it's totally fine. We'll just check on your account for payment update or payment correction, if any. Right.","start_word":384,"end_word":535,"sentiment":"neutral","sentiment_score":-0.008389648050069809},{"text":"So the other thing I wanted to bring to your attention, which I think is very poor business, is the plan that I signed up for was $69.54.","start_word":535,"end_word":563,"sentiment":"negative","sentiment_score":-0.3706197738647461},{"text":"Can you bring Okay. up my original... Can you bring up my original plan, my original first payment to Just connect give this me Internet? one second. Okay. Hold on. So your current plan is for 25 MBBS. Right? 25 MBBS. Oh, yeah. Sorry. So, actually, what happened... What the invoice that you're currently seeing is that actually correct, Sky. And we actually experienced an increase in the cost associated with, you know, maintaining and providing our network services. So we also had to follow updating or updating smaller chunk or in... Price increase for for the Linum network. So I wanted to just inform you about it as well. So your current plan is for 25 NPBS, which now the current price for the 25 NPBS would be $90 kite. When did that change? No. Like, I've just signed up, and Mhmm. now you're telling me it's more. That was just started October, and for some reason, this is a major changes in the... In... I mean, Internet service provider. But since you know... I know I know. I I know. Right? I remember you. You just signed up for with us with contract, and we really understand where you're coming from regarding No.","start_word":563,"end_word":766,"sentiment":"neutral","sentiment_score":-0.09824423437171124},{"text":"with this You price don't. No. exchange. You don't. This is bullshit. The service has been dreadful. You've harassed me, endlessly for nine dollars, and now you're telling me that my plan cost has changed.","start_word":767,"end_word":801,"sentiment":"negative","sentiment_score":-0.6764931082725525},{"text":"Mhmm. Yeah. So No. you tell I me really you under tell me you tell me what I signed up for. Tell me what I signed up for. So, Skye, you signed up for the 25 MBBS. For the cost of? Now it costs 90 No. dollars What did per I month, sign Skye. up for? Let me just go ahead and check here if I could be able to, What do you you mean know, if you retrieve... can be able to? Find my record. Yeah. I've I'm here. only been a member Just for give a me... month. Yes, Kai. So don't worry. We're on it together. I will make sure to help you and give you the best option that I could offer to you. Okay? So No. That's not don't good worry enough for this. because I signed up for a plan that was $69, Mhmm. and it also had a 15% discount for the first three months. Six months, Yes. actually, I think. I want you to find exactly what I signed up for and tell it back to me. Sure. No worries. I'm on it, Skye. Just give me one second. Okay? I'll be changing providers, I believe. Alright. Skye, your your previous plan for 25 MBBS or our... Was actually $69.95. I know this is a major changes with our price increase. That's why I was also trying to connect with you over the phone so that, you know, I can proactively offer some discount for you because And regarding that with was this 60 price increase... 9 that was $69 with a discount. Mhmm. That's not with the discount. It was meant to be a 15% discount for a number of months. Yes. A 15% discount, Skye. That's why I would love to also offer... Here's what's... Alright. So just let me know how... I mean, whichever option is convenient for you. For this month, October, I can go ahead and or modify your invoice going back to your normal or previous... I wouldn't have signed up with you had I have known this change was coming.","start_word":802,"end_word":1156,"sentiment":"neutral","sentiment_score":-0.0030806468353724815},{"text":"This is extremely untoward service.","start_word":1157,"end_word":1161,"sentiment":"negative","sentiment_score":-0.8668297529220581},{"text":"Mhmm. I know. I really understand. I hear you. So I'll... Let me go ahead and check your options that I could offer to you. Okay? Rest Yeah. assured You do that that. I'll Because be... otherwise, I'll be canceling, Yes. and I'll be going to the Omnison because this is absolutely not Yes. No worries. So I'll go ahead and check here, provide you an option for your plan. Okay? acceptable. So for this one... Just give me one second. So for No. this Not one, for for this one one. to four... Not for this one. I have signed up, okay, under the premise that this was Two... the payment. Now you have billed Mhmm. me Mhmm. for more.","start_word":1162,"end_word":1282,"sentiment":"neutral","sentiment_score":-0.09479603916406631},{"text":"You have harassed me. I'm going to be making a complaint, and I want it rectified immediately.","start_word":1283,"end_word":1299,"sentiment":"negative","sentiment_score":-0.5782516598701477},{"text":"Okay. So, Skye, I really understand, and you are... And you have the right to do so. Just give us another chance to rectify this issue. I'm sure that this can be resolved on... Or on on on both sides. Okay? So for the meantime, alright, I I know that you've signed up for $69.95. And, also, the price is already live on our website, or the new prices are already live on our new website. So for this one... I'm sorry. I'm not for this one. But for the meantime, while you're on the line, I'll go ahead and rectified or modified your invoice, your current invoice for $76.49 back to your $69.95 plus the 15% discount. Alright? So regarding your Which coming is... months... Tell me what the tell me what the payment's meant to be. Yes. $69 One and second. 95<unk> minus 15% is? Yes. One second, please. Hold on. So that's total of $59.46. Is... What? Sorry? $59.46. So that's 15% of $69.95. Right. That is what my payment is meant to be. That is Yes. what I I... signed up for. Mhmm. How dare you go and send me new invoices for a a a new price as a new customer that has been on the plan for one month? Yes. I I know. Right? When I I hear had you. a number And of providers to choose from, and I chose this provider for the reasons of the offer that was provided. mhmm.","start_word":1300,"end_word":1549,"sentiment":"neutral","sentiment_score":0.03409650493878871},{"text":"And we really appreciate you for choosing Airtel.","start_word":1550,"end_word":1557,"sentiment":"positive","sentiment_score":0.5558618903160095},{"text":"And I know... I mean, this is one of the reason why I will wanna maximize our... My options here for it to be offered to you. K? But I just need some... You know, since this is a major changes as well on our end, I'll need to present or propose a... The best option for your account. But for the meantime, since I will need to propose this to the team as well, for the meantime, again, I'll go back... I'll have to modify your invoice back to your $69 or previous plan with 15% discount, which is $59.46. And for the remaining month, I'll go ahead and check on it. Alright?","start_word":1558,"end_word":1671,"sentiment":"neutral","sentiment_score":0.044035136699676514},{"text":"However, setting expectations, the new price will... I mean, the discounted price will be deducted from the current price right now.","start_word":1672,"end_word":1692,"sentiment":"negative","sentiment_score":-0.3893520832061768},{"text":"But we'll make sure to meet halfway or to meet what might be the best option or discount that is at least somehow, you know, that is reasonable from your previous plan with also the discounted Previous plan, this is my first invoice and it's completely changed. I What mean, do the you mean? previous price. I mean, the previous Like, this price, this is Kylie. my... I'm Let's so remember. sorry for This that. is my first invoice from you. Okay? For Okay. my first month of Mhmm. Internet, and it has not... Mhmm. It is not what I signed the contract for. Mhmm. Yes. I I I know. Alright? However, please also understand that your account is showing that the prices might vary depending on Linham Networks. So prices are subject to change. That's why I am... I wanna work with you giving you the best prices that we could offer to you for what happened. Okay? I I won't leave you behind. I'll work with you. I'll work on your account. I'll be the one to talk to you. Alright? Because everything is valid.","start_word":1692,"end_word":1878,"sentiment":"neutral","sentiment_score":-0.00045787845738232136},{"text":"Your feedback are valid, and we really appreciate you for sharing that to me. Rest assured that this will also be forwarded to our dedicated team.","start_word":1879,"end_word":1904,"sentiment":"positive","sentiment_score":0.4372639060020447},{"text":"Yeah. I just wanna help you regarding with your account I could as have well. gone with other providers with better speeds and better offers at this price. Okay. Can you... Alright. So could you tell me how... I mean, how would... I mean, how's your experience with your... The 25 MBBS? Is it still... Can... Listen. Listen.","start_word":1905,"end_word":1962,"sentiment":"neutral","sentiment_score":0.03020789846777916},{"text":"Let's focus on the fact that you have gone and invoiced me for an amount that I never agreed to pay, and it is not what I signed for.","start_word":1963,"end_word":1991,"sentiment":"negative","sentiment_score":-0.351658433675766},{"text":"Okay. I will. Just give me one second. Alright. Skye has already sent you the modified invoice amounting $59.46. So that's for the month of October. Hello, Sky? Yeah. I'm checking my email. Alright. I've not received anything. Just keep... Let's just give, like, some moment. I've sent this through your account. What do you mean you sent it through my account? I haven't got an email with a new invoice. On our end, it says, successfully forwarded today at 09:39. So let's, give the system, like, one to two minutes of... For you to to also receive that on your end. Confirming we also have the same email address, could you verify your email address, please? Yep.","start_word":1992,"end_word":2109,"sentiment":"neutral","sentiment_score":0.01952008442100832},{"text":"It's just come through.","start_word":2110,"end_word":2113,"sentiment":"positive","sentiment_score":0.447822630405426},{"text":"$59.46 with the extra of the $9 and 33 with a total of $68.79. Right. Now moving forward, my charges are meant to be $59.46. And Mhmm. then Mhmm. it's meant to return to the price not inclusive of the 15% discount. That is what I signed up for. Yes. That is what is your signed up for, Sky. That was August. However, No. It wasn't. No. start... It wasn't. No. It wasn't. I moved in here on the September 1. Mhmm. Oh, yeah. Okay? This bill is from the September 1 to the October 1, my very first month invoice. Yes. Correct. Right. So this is your first invoice for the month of October, Sky, of $59.46. Again, setting expectation, the new price will still be reflecting until the following month. But I... As I've mentioned earlier, you still get to get the 15% discount. And also, I will propose your account so that we can take a look into this further so that we could still give you the reasonable price and also that is reasonable from your previous price for $69.95 as regular price. Okay? Don't worry, Skye.","start_word":2114,"end_word":2304,"sentiment":"neutral","sentiment_score":0.09201721101999284},{"text":"I will work on it.","start_word":2305,"end_word":2309,"sentiment":"positive","sentiment_score":0.3665249347686768},{"text":"So your plan has 15% discount for three months. And I'll take a look if And this is I'm... If the I first can... month. This is So the there's first two month. more months Yes. of 15% discount. Not one, two. Yeah. Just give me one second as well. Hold on. Yeah. There are still two remaining months, and I'm... I I can extend that for you so that, you know, I'll work on it and propose this account to that so that I can extend your discounted price monthly, Skye. I can set a expectation that's gonna be from your... I mean, from our live new prices for Linham Network. But I will leave you empty handed.","start_word":2310,"end_word":2428,"sentiment":"neutral","sentiment_score":0.12525441982791202},{"text":"I'll make sure that I'll call back with you with some good news with extended discount to your account.","start_word":2429,"end_word":2447,"sentiment":"positive","sentiment_score":0.543913722038269},{"text":"So what are you saying that my new monthly cost will be after the 15% discount ends? When it was It's $69.95, that's what I'm meant to be going... paying monthly without a discount. What is it that you're saying it is now? It's $90, Kai. So that's the new prices with Linham Network as we also need to follow their changes So you're telling for... me it's gone up $20.05? Yeah. That's the current price. Yes, Kai.","start_word":2448,"end_word":2525,"sentiment":"neutral","sentiment_score":0.0015053333481773734},{"text":"No. I'm not satisfied at all.","start_word":2526,"end_word":2531,"sentiment":"negative","sentiment_score":-0.5441727638244629},{"text":"Could you share to me what will make you satisfied? I will try my best to I work was in satisfied it for the team. to sign a contract for $69.95. Yeah. Skye, if I may ask how many Internet users usually use the Internet in your household? One. It's just me. I Okay. live alone. It's one person. Alright. So alright. I'll take note of that.","start_word":2532,"end_word":2598,"sentiment":"neutral","sentiment_score":0.037532150745391846},{"text":"Again, I'll do my best to work on your account, and hopefully, we'll get back to you with some good news and extension for the discount.","start_word":2599,"end_word":2624,"sentiment":"positive","sentiment_score":0.44804146885871887},{"text":"Okay? And when will that occur? When will I get an update of what you've gone and done to my account? Well, I can give you a call within the day. Righto. Okay? Yep. Alright. So before we end this call, I just wanna make sure if what we have today, you know, is will somehow suffice your... I mean, what happened with regards to your current plan. I know this is a sound change, but I also wanna make sure that you feel that you were taken care of and you were heard with your feedback. Yeah. In this instance of this invoice being amended, yes. But moving forward, no. Not as yet. Alright. So that's why I'll go ahead and propose your account to the team, and I'll get back to you. Okay? Yep.","start_word":2625,"end_word":2760,"sentiment":"neutral","sentiment_score":0.08762743510305882},{"text":"Alright. Thank you so much, and enjoy the rest of your day, Skye.","start_word":2761,"end_word":2773,"sentiment":"positive","sentiment_score":0.7101651430130005},{"text":"Goodbye for now.","start_word":2774,"end_word":2776,"sentiment":"neutral","sentiment_score":0.3123284578323364},{"text":"Thanks.","start_word":2777,"end_word":2777,"sentiment":"positive","sentiment_score":0.5920072793960571}],"average":{"sentiment":"neutral","sentiment_score":0.0038242835566830737}}}}