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The thing is yeah. The thing is yesterday, we actually sent like, created an invoice for your latest invoice, and there is a safeguard, so the payment was automatically processed. But no worries. We will process the refund for it. And early in the morning, we confirmed that there was another payment from bank transfer, but noted. Sure. I'll be more than happy to process this one for you. To verify, can you please verify the last four digits of the card that is saved on your account, please? Oh, I can call you back later. Okay. Sure. Thank you so much. So that's gonna be the same amount. It's let me go back to the amount. It's twenty three dollars and 21¢. We'll process the refund for today. And for credit card, it takes three to five business days. And for debit, it's seven to ten business days. And, also, it depends also on on how the issuing bank process the refund, but we will process the refund today. Okay, Levi? Thank you so much, Levi, for calling me back. And you have a rest of a good rest of your day. Goodbye for now. Thank you. 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you for calling Airtel. My name is Mary. May I have your name, please? Yes, Levi. Thank you so much for calling us back.\n\nJust give me one moment. Let me just pull up your account. Yeah. The thing is yeah. The thing is yesterday, we actually sent like, created an invoice for your latest invoice, and there is a safeguard, so the payment was automatically processed.\n\nBut no worries. We will process the refund for it. And early in the morning, we confirmed that there was another payment from bank transfer, but noted. Sure. I'll be more than happy to process this one for you.\n\nTo verify, can you please verify the last four digits of the card that is saved on your account, please? Oh, I can call you back later. Okay. Sure. Thank you so much.\n\nSo that's gonna be the same amount. It's let me go back to the amount. It's twenty three dollars and 21¢. We'll process the refund for today. And for credit card, it takes three to five business days.\n\nAnd for debit, it's seven to ten business days. And, also, it depends also on on how the issuing bank process the refund, but we will process the refund today. Okay, Levi? Thank you so much, Levi, for calling me back. And you have a rest of a good rest of your day.\n\nGoodbye for now. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":3.1999998,"end":4.48,"sentiment":"positive","sentiment_score":0.4295206665992737},{"text":"My name is Mary.","start":4.48,"end":5.2799997,"sentiment":"positive","sentiment_score":0.3536468595266342},{"text":"May I have your name, please?","start":5.2799997,"end":6.58,"sentiment":"neutral","sentiment_score":0.24734582751989365},{"text":"Yes, Levi.","start":12.639999,"end":13.44,"sentiment":"neutral","sentiment_score":0.08022914826869965},{"text":"Thank you so much for calling us back.","start":13.44,"end":15.62,"sentiment":"positive","sentiment_score":0.497716560959816}],"sentiment":"positive","sentiment_score":0.3675382608175278,"num_words":25,"start":3.1999998,"end":15.62},{"sentences":[{"text":"Just give me one moment.","start":16.395,"end":17.435,"sentiment":"neutral","sentiment_score":0.2884779810905457},{"text":"Let me just pull up your 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there was another payment from bank transfer, but noted.","start":40.71,"end":46.65,"sentiment":"neutral","sentiment_score":0.09985287377939504},{"text":"Sure.","start":54.155,"end":54.655,"sentiment":"neutral","sentiment_score":0.25046253204345703},{"text":"I'll be more than happy to process this one for you.","start":56.955,"end":60.33,"sentiment":"positive","sentiment_score":0.5913351015611128}],"sentiment":"neutral","sentiment_score":0.2689744171996911,"num_words":39,"start":35.99,"end":60.33},{"sentences":[{"text":"To verify, can you please verify the last four digits of the card that is saved on your account, please?","start":60.81,"end":66.270004,"sentiment":"neutral","sentiment_score":0.07005913387984038},{"text":"Oh, I can call you back later.","start":69.37,"end":73.55,"sentiment":"neutral","sentiment_score":-0.04589303582906723},{"text":"Okay.","start":75.645004,"end":75.965004,"sentiment":"neutral","sentiment_score":-0.011785215698182585},{"text":"Sure.","start":75.965004,"end":76.465004,"sentiment":"neutral","sentiment_score":0.014333403669297695},{"text":"Thank you so much.","start":86.205,"end":87.165,"sentiment":"neutral","sentiment_score":0.21011703833937645}],"sentiment":"neutral","sentiment_score":0.058271144488544174,"num_words":33,"start":60.81,"end":87.165},{"sentences":[{"text":"So that's gonna be the same amount.","start":87.165,"end":89.165,"sentiment":"neutral","sentiment_score":0.09131433814764023},{"text":"It's let me go back to the amount.","start":89.165,"end":91.409996,"sentiment":"neutral","sentiment_score":0.0588091358076781},{"text":"It's twenty three dollars and 21¢.","start":91.409996,"end":94.39,"sentiment":"neutral","sentiment_score":0.036860876530408856},{"text":"We'll process the refund 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It's Levi. I've missed a couple of phone calls from you guys today regarding a duplicate payment. No worries at all. Yep. Yep. Yeah. I I didn't I didn't realize that you guys had the card on pull up. I just paid it just to get it over and done with it. But, yes, no problem. If you guys can just process the refund and just send me a remittance notice, that'd be great. Not right now. I'm driving. Hang on. Give me a minute. I'll pull over. No. No. It's all. Give me give me one. The last four digits on the card are 040742. 23 something. Yep. No worries. Thank you so much. You too. Thanks, Mary. 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It's Levi. I've missed a couple of phone calls from you guys today regarding a duplicate payment. No worries at all. Yep.\n\nYep. Yeah. I I didn't I didn't realize that you guys had the card on pull up. I just paid it just to get it over and done with it. But, yes, no problem.\n\nIf you guys can just process the refund and just send me a remittance notice, that'd be great. Not right now. I'm driving. Hang on. Give me a minute.\n\nI'll pull over. No. No. It's all. Give me give me one.\n\nThe last four digits on the card are 040742. 23 something. Yep. No worries. Thank you so much.\n\nYou too. Thanks, Mary. 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My name is Mary. May I have your name, please?\n\nChannel 1: Hi, Mary. It's Levi. I've missed a couple of phone calls from you guys today regarding a duplicate payment.\n\nChannel 0: Yes, Levi. Thank you so much for calling us back. Just give me one moment. Let me just pull up your account.\n\nChannel 1: No\n\nChannel 0: Yeah.\n\nChannel 1: worries\n\nChannel 0: The thing\n\nChannel 1: at all.\n\nChannel 0: is yeah. The thing is yesterday, we actually sent like, created an invoice for your latest invoice, and\n\nChannel 1: Yep.\n\nChannel 0: there is a safeguard, so the payment was automatically processed. But no worries.\n\nChannel 1: Yep.\n\nChannel 0: We will process the refund for it. And early in the morning, we confirmed that there was another payment from bank\n\nChannel 1: Yeah. I\n\nChannel 0: transfer,\n\nChannel 1: I didn't\n\nChannel 0: but\n\nChannel 1: I didn't\n\nChannel 0: noted.\n\nChannel 1: realize that you guys had the card on pull up. I just paid it just to get it over and done with it. But, yes, no problem. If you guys can just process the refund and just send me a\n\nChannel 0: Sure.\n\nChannel 1: remittance notice, that'd be great.\n\nChannel 0: I'll be more than happy to process this one for you. To verify, can you please verify the last four digits of the card that is saved on your account, please?\n\nChannel 1: Not right now. I'm driving.\n\nChannel 0: Oh,\n\nChannel 1: Hang on. Give me a minute.\n\nChannel 0: I can\n\nChannel 1: I'll\n\nChannel 0: call\n\nChannel 1: pull\n\nChannel 0: you\n\nChannel 1: over.\n\nChannel 0: back later.\n\nChannel 1: No. No. It's all. Give me give\n\nChannel 0: Okay.\n\nChannel 1: me one.\n\nChannel 0: Sure.\n\nChannel 1: The last four digits on the card are 040742.\n\nChannel 0: Thank you so much. So that's gonna be the same amount. It's let me go back to the amount. It's\n\nChannel 1: 23\n\nChannel 0: twenty three\n\nChannel 1: something.\n\nChannel 0: dollars and 21¢.\n\nChannel 1: Yep.\n\nChannel 0: We'll process the refund for today. And for credit card, it takes three to five business days. And for debit, it's seven to ten business days. And, also, it depends also on on how the issuing bank process the refund, but we will process the refund today. Okay, Levi?\n\nChannel 1: No worries. Thank you so much.\n\nChannel 0: Thank you so much, Levi, for calling me back. And you have a rest of a good rest of your day. Goodbye for now.\n\nChannel 1: You too. Thanks, Mary. Bye.\n\nChannel 0: Thank you. 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you so much.","start":110.705,"end":111.63,"sentiment":"positive","sentiment_score":0.3609696999192238}],"sentiment":"neutral","sentiment_score":0.30115535855293274,"channel":1,"num_words":6,"start":110.225,"end":111.63},{"sentences":[{"text":"Thank you so much, Levi, for calling me back.","start":112.11688,"end":114.27688,"sentiment":"positive","sentiment_score":0.49215344256824917},{"text":"And you have a rest of a good rest of your day.","start":114.27688,"end":116.75688,"sentiment":"positive","sentiment_score":0.45694390311837196},{"text":"Goodbye for now.","start":116.75688,"end":117.81688,"sentiment":"neutral","sentiment_score":0.10461937884489696}],"sentiment":"positive","sentiment_score":0.42610691487789154,"channel":0,"num_words":24,"start":112.11688,"end":117.81688},{"sentences":[{"text":"You too.","start":117.869995,"end":118.35,"sentiment":"neutral","sentiment_score":0.17197168618440628},{"text":"Thanks, Mary.","start":118.35,"end":118.829994,"sentiment":"neutral","sentiment_score":0.20900259912014008},{"text":"Bye.","start":118.829994,"end":119.329994,"sentiment":"neutral","sentiment_score":0.22873012721538544}],"sentiment":"neutral","sentiment_score":0.19813573956489564,"channel":1,"num_words":5,"start":117.869995,"end":119.329994},{"sentences":[{"text":"Thank you.","start":119.476875,"end":120.11688,"sentiment":"neutral","sentiment_score":0.23305530846118927},{"text":"Bye bye.","start":120.11688,"end":120.77688,"sentiment":"neutral","sentiment_score":0.10943670943379402}],"sentiment":"neutral","sentiment_score":0.17124600894749165,"channel":0,"num_words":4,"start":119.476875,"end":120.77688}]},"summary":{"result":"success","short":"The customer, Levi, called Airtel to inquire about a duplicate payment. The representative, Mary, pulled up Levi's account and confirmed that the payment was automatically processed but a refund was processed for the same amount. Mary instructed Levi to send a Sure. remittance notice and provided the details of the refund."},"intents":{"segments":[{"text":"We will process the refund for it. And early in the morning, we confirmed that there was another payment from bank Yeah. I transfer, I didn't but I didn't noted. realize that you guys had the card on pull up. I just paid it just to get it over and done with it. But, yes, no problem. If you guys can just process the refund and just send me a Sure.","start_word":96,"end_word":166,"intents":[{"intent":"Process refund","confidence_score":0.38754594}]},{"text":"And early in the morning, we confirmed that there was another payment from bank Yeah.","start_word":103,"end_word":117,"intents":[{"intent":"Confirm payment","confidence_score":0.06591391}]},{"text":"We'll process the refund for today. And for credit card, it takes three to five business days. And for debit, it's seven to ten business days. And, also, it depends also on on how the issuing bank process the refund, but we will process the refund today. Okay, Levi?","start_word":272,"end_word":320,"intents":[{"intent":"Provide refund details","confidence_score":0.0039754}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.39926835894584656},{"text":"May I have your name, please? Hi, Mary. It's Levi. I've missed a couple of phone calls from you guys today regarding a duplicate payment. Yes, Levi.","start_word":9,"end_word":35,"sentiment":"neutral","sentiment_score":-0.00033067274489440024},{"text":"Thank you so much for calling us back.","start_word":36,"end_word":43,"sentiment":"positive","sentiment_score":0.5025658011436462},{"text":"Just give me one moment. Let me just pull up your account. No Yeah. worries The thing at all. is yeah. The thing is yesterday, we actually sent like, created an invoice for your latest invoice, and Yep. there is a safeguard, so the payment was automatically processed. But no worries. Yep. We will process the refund for it. And early in the morning, we confirmed that there was another payment from bank Yeah. I transfer, I didn't but I didn't noted. realize that you guys had the card on pull up. I just paid it just to get it over and done with it. But, yes, no problem. If you guys can just process the refund and just send me a Sure.","start_word":44,"end_word":166,"sentiment":"neutral","sentiment_score":0.08451522886753082},{"text":"remittance notice, that'd be great. I'll be more than happy to process this one for you.","start_word":167,"end_word":182,"sentiment":"positive","sentiment_score":0.49552422761917114},{"text":"To verify, can you please verify the last four digits of the card that is saved on your account, please? Not right now. I'm driving. Oh, Hang on. Give me a minute. I can I'll call pull you over. back later. No. No. It's all. Give me give Okay. me one. Sure. The last four digits on the card are 040742. Thank you so much. So that's gonna be the same amount. It's let me go back to the amount. It's 23 twenty three something. dollars and 21<unk>. Yep. We'll process the refund for today. And for credit card, it takes three to five business days. And for debit, it's seven to ten business days. And, also, it depends also on on how the issuing bank process the refund, but we will process the refund today. Okay, Levi? No worries.","start_word":183,"end_word":324,"sentiment":"neutral","sentiment_score":0.03429665043950081},{"text":"Thank you so much. Thank you so much, Levi, for calling me back. And you have a rest of a good rest of your day.","start_word":324,"end_word":349,"sentiment":"positive","sentiment_score":0.45326608419418335},{"text":"Goodbye for now. You too. Thanks, Mary. Bye. Thank you. Bye bye.","start_word":349,"end_word":361,"sentiment":"neutral","sentiment_score":0.1672566533088684}],"average":{"sentiment":"neutral","sentiment_score":0.121790588257564}}}}