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Thank you so much for answering my phone call. We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill. Okay. I understand. I appreciate the updates. So when can you expect to settle it? Like, Friday, Thursday? Mhmm. Mhmm. Yeah. I understand. It happened to me anyway, Lavinia. So, also, once your phone is fixed, you can check your email. We sent you, like, the instruction to process the payment and set up your, direct debit. And in case you need any assistance, just give us a call. Okay? Yes. Definitely. Yes. I've also included from my email that was sent August 12 how to make a payment at the same time, how to set up your direct debit to ensure timely payment moving forward and avoid late fee. It's all there, but if you need any assistance, just let us know. Just give us a call or response to my email. Alright? Yeah. I got it. Sure. I will have this noted. Reason why we try to reach you to understand the situation because we are committed in supporting all our customers and find out the reason why it's overdue. So things happen, but I appreciate you answer my phone call. We will wait for the settlement on Friday, and then I will have this noted in your account. Oh, sure. Oh, sure. Let me just go back to your account. So, technically, your monthly plan subscription, the standard amount is $69.95. Yeah. However, since you are locked in for a contract let me just go here. One moment. I believe they sent you, like Yeah. They Yeah. They provided you a discount for six months for 15%. However, the reason why your first bill, it's showing $92.48 46¢ is because that's covered more than amount when your service has been activated. It's yeah. Isn't it we did not ask you for any from payment, something like that? Yes. That's correct. And then moving forward, your bill for remaining five months will be just around $59.45 because you're you're getting the 15% discount. Yeah. Alright. Oh, I'm sorry. You caught up on that part. What is that again? Yeah. Let me check it for you. In that way, I could let me see what I can do. Can you stay on the line for me, please? Since I have you on the line, I'll check this if you got a leaky. Okay? One moment. Thank you. Alright. Thank you so much for staying the line. So, yeah, fortunately, you got a late fee because this is automatically billed on the account after the eleven. But, I mean, no worries. As security systems considering this will be your first invoice, I will just waive it for you. Okay? Just ensure it's settled outstanding by Friday. So just to clarify, your discount period will be from July 20 until December. So July, August, September, October, November, December 20. It's six months. Reason why your bill current bill first bill is more than a month that's covered the period July 20 to August 31. But moving forward, your bill for remaining until December will be, like, around $59.46. That's the discounted amount. And then after December, it will go back to $69.95. Mhmm. You're most welcome. I've already waived it for you, and then you could also check once you log in to the customer portal. Okay? Thank you. Have a good one. Be safe. 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Good afternoon. This is Airtel accounts. My name is Melissa. Am I speaking to miss Lavinia?\n\nHi. How are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call.\n\nWe're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill. Okay. I understand. I appreciate the updates. So when can you expect to settle it?\n\nLike, Friday, Thursday? Mhmm. Mhmm. Yeah. I understand.\n\nIt happened to me anyway, Lavinia. So, also, once your phone is fixed, you can check your email. We sent you, like, the instruction to process the payment and set up your, direct debit. And in case you need any assistance, just give us a call. Okay?\n\nYes. Definitely. Yes. I've also included from my email that was sent August 12 how to make a payment at the same time, how to set up your direct debit to ensure timely payment moving forward and avoid late fee. It's all there, but if you need any assistance, just let us know.\n\nJust give us a call or response to my email. Alright? Yeah. I got it. Sure.\n\nI will have this noted. Reason why we try to reach you to understand the situation because we are committed in supporting all our customers and find out the reason why it's overdue. So things happen, but I appreciate you answer my phone call. We will wait for the settlement on Friday, and then I will have this noted in your account. Oh, sure.\n\nOh, sure. Let me just go back to your account. So, technically, your monthly plan subscription, the standard amount is $69.95. Yeah. However, since you are locked in for a contract let me just go here.\n\nOne moment. I believe they sent you, like Yeah. They Yeah. They provided you a discount for six months for 15%. However, the reason why your first bill, it's showing $92.48 46¢ is because that's covered more than amount when your service has been activated.\n\nIt's yeah. Isn't it we did not ask you for any from payment, something like that? Yes. That's correct. And then moving forward, your bill for remaining five months will be just around $59.45 because you're you're getting the 15% discount.\n\nYeah. Alright. Oh, I'm sorry. You caught up on that part. What is that again?\n\nYeah. Let me check it for you. In that way, I could let me see what I can do. Can you stay on the line for me, please? Since I have you on the line, I'll check this if you got a leaky.\n\nOkay? One moment. Thank you. Alright. Thank you so much for staying the line.\n\nSo, yeah, fortunately, you got a late fee because this is automatically billed on the account after the eleven. But, I mean, no worries. As security systems considering this will be your first invoice, I will just waive it for you. Okay? Just ensure it's settled outstanding by Friday.\n\nSo just to clarify, your discount period will be from July 20 until December. So July, August, September, October, November, December 20. It's six months. Reason why your bill current bill first bill is more than a month that's covered the period July 20 to August 31. But moving forward, your bill for remaining until December will be, like, around $59.46.\n\nThat's the discounted amount. And then after December, it will go back to $69.95. Mhmm. You're most welcome. I've already waived it for you, and then you could also check once you log in to the customer portal.\n\nOkay? Thank you. Have a good one. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.12,"end":3.52,"sentiment":"neutral","sentiment_score":0.10667753219604492},{"text":"Good afternoon.","start":3.52,"end":4.26,"sentiment":"neutral","sentiment_score":0.23382369428873062},{"text":"This is Airtel accounts.","start":4.3199997,"end":5.6,"sentiment":"neutral","sentiment_score":0.13990655168890953},{"text":"My name is Melissa.","start":5.6,"end":6.56,"sentiment":"neutral","sentiment_score":0.08560535497963428},{"text":"Am I speaking to miss Lavinia?","start":6.56,"end":8.26,"sentiment":"neutral","sentiment_score":0.07279177444676559}],"sentiment":"neutral","sentiment_score":0.11253665847813382,"num_words":17,"start":3.12,"end":8.26},{"sentences":[{"text":"Hi.","start":10.08,"end":10.32,"sentiment":"neutral","sentiment_score":0.15481992065906525},{"text":"How are you today?","start":10.32,"end":11.38,"sentiment":"neutral","sentiment_score":0.21713587269186974},{"text":"That's great to hear.","start":13.315001,"end":14.275,"sentiment":"positive","sentiment_score":0.6963358819484711},{"text":"I'm fine.","start":14.275,"end":14.675,"sentiment":"positive","sentiment_score":0.4877365678548813},{"text":"Thank you so much for answering my phone call.","start":14.675,"end":16.755001,"sentiment":"positive","sentiment_score":0.5809470083978441}],"sentiment":"positive","sentiment_score":0.5006351575255394,"num_words":20,"start":10.08,"end":16.755001},{"sentences":[{"text":"We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill.","start":16.755001,"end":25.015,"sentiment":"neutral","sentiment_score":0.08365751104429364},{"text":"Okay.","start":43.035,"end":43.434998,"sentiment":"neutral","sentiment_score":0.004671620205044746},{"text":"I understand.","start":43.434998,"end":44.155,"sentiment":"neutral","sentiment_score":0.05736793577671051},{"text":"I appreciate the updates.","start":44.155,"end":45.695,"sentiment":"neutral","sentiment_score":0.3063245192170143},{"text":"So when can you expect to settle it?","start":46.074997,"end":48.555,"sentiment":"neutral","sentiment_score":0.050527873914688826}],"sentiment":"neutral","sentiment_score":0.09632586730787387,"num_words":39,"start":16.755001,"end":48.555},{"sentences":[{"text":"Like, Friday, Thursday?","start":48.555,"end":50.094997,"sentiment":"neutral","sentiment_score":0.022455622752507527},{"text":"Mhmm.","start":55.675,"end":56.175,"sentiment":"neutral","sentiment_score":0.016474304720759392},{"text":"Mhmm.","start":63.620003,"end":63.7,"sentiment":"neutral","sentiment_score":0.032449640333652496},{"text":"Yeah.","start":63.7,"end":64.020004,"sentiment":"neutral","sentiment_score":0.043444693088531494},{"text":"I 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call.","start":79.255005,"end":83.815,"sentiment":"neutral","sentiment_score":0.07308084021011989},{"text":"Okay?","start":83.815,"end":84.315,"sentiment":"neutral","sentiment_score":0.051382336765527725}],"sentiment":"neutral","sentiment_score":0.08005305229032293,"num_words":47,"start":64.9,"end":84.315},{"sentences":[{"text":"Yes.","start":87.85,"end":88.25,"sentiment":"neutral","sentiment_score":0.10148370265960692},{"text":"Definitely.","start":88.25,"end":88.75,"sentiment":"neutral","sentiment_score":0.1783437430858612},{"text":"Yes.","start":89.130005,"end":89.630005,"sentiment":"neutral","sentiment_score":0.1435006558895111},{"text":"I've also included from my email that was sent August 12 how to make a payment at the same time, how to set up your direct debit to ensure timely payment moving forward and avoid late fee.","start":89.85,"end":102.235,"sentiment":"neutral","sentiment_score":0.15767471351333567},{"text":"It's all there, but if you need any assistance, just let us know.","start":102.235,"end":106.075005,"sentiment":"neutral","sentiment_score":0.10784485878852698}],"sentiment":"neutral","sentiment_score":0.14451463520526886,"num_words":53,"start":87.85,"end":106.075005},{"sentences":[{"text":"Just give us a call or response to my email.","start":106.075005,"end":108.815,"sentiment":"neutral","sentiment_score":0.05838258489966393},{"text":"Alright?","start":108.955,"end":109.455,"sentiment":"neutral","sentiment_score":-0.11506251990795135},{"text":"Yeah.","start":113.675,"end":114.175,"sentiment":"neutral","sentiment_score":-0.03636257350444794},{"text":"I got it.","start":114.86,"end":115.840004,"sentiment":"neutral","sentiment_score":0.032906077802181244},{"text":"Sure.","start":121.740005,"end":122.14,"sentiment":"neutral","sentiment_score":0.1229301244020462}],"sentiment":"neutral","sentiment_score":0.04087806958705187,"num_words":16,"start":106.075005,"end":122.14},{"sentences":[{"text":"I will have this noted.","start":122.14,"end":123.600006,"sentiment":"neutral","sentiment_score":0.12903838604688644},{"text":"Reason why we try to reach you to understand the situation because we are committed in supporting all our customers and find out the reason why it's overdue.","start":123.82,"end":132.22499,"sentiment":"neutral","sentiment_score":0.08843164278992585},{"text":"So things happen, but I appreciate you answer my phone call.","start":132.28499,"end":136.125,"sentiment":"positive","sentiment_score":0.33386533097787335},{"text":"We will wait for the settlement on Friday, and then I will have this noted in your account.","start":136.125,"end":140.545,"sentiment":"neutral","sentiment_score":0.12675831580741537},{"text":"Oh, sure.","start":148.04001,"end":148.70001,"sentiment":"neutral","sentiment_score":-0.003038730937987566}],"sentiment":"neutral","sentiment_score":0.141708887371351,"num_words":64,"start":122.14,"end":148.70001},{"sentences":[{"text":"Oh, sure.","start":149.64,"end":150.12001,"sentiment":"neutral","sentiment_score":0.03186347521841526},{"text":"Let me just go back to your account.","start":150.12001,"end":152.14,"sentiment":"neutral","sentiment_score":0.02529251971282065},{"text":"So, technically, your monthly plan subscription, the standard amount is $69.95.","start":152.20001,"end":160.645,"sentiment":"neutral","sentiment_score":0.024327271871946075},{"text":"Yeah.","start":162.305,"end":162.805,"sentiment":"neutral","sentiment_score":0.009747227653861046},{"text":"However, since you are locked in for a contract let me just go here.","start":162.94499,"end":169.205,"sentiment":"neutral","sentiment_score":-0.047529573153172223}],"sentiment":"neutral","sentiment_score":-0.0033888804933263194,"num_words":36,"start":149.64,"end":169.205},{"sentences":[{"text":"One moment.","start":170.865,"end":171.605,"sentiment":"neutral","sentiment_score":-0.0025862553156912327},{"text":"I believe they sent you, like Yeah.","start":172.04001,"end":177.48,"sentiment":"neutral","sentiment_score":0.004074081911572388},{"text":"They Yeah.","start":177.48,"end":180.68001,"sentiment":"neutral","sentiment_score":0.009232152253389359},{"text":"They provided you a discount for six months for 15%.","start":180.68001,"end":185.02,"sentiment":"neutral","sentiment_score":0.037254633381962776},{"text":"However, the reason why your first bill, it's showing $92.48 46¢ is because that's covered more than amount when your service has been activated.","start":185.605,"end":198.825,"sentiment":"neutral","sentiment_score":-0.16685742658117544}],"sentiment":"neutral","sentiment_score":-0.07780372977934101,"num_words":45,"start":170.865,"end":198.825},{"sentences":[{"text":"It's yeah.","start":199.99,"end":201.13,"sentiment":"neutral","sentiment_score":-0.039717890322208405},{"text":"Isn't it we did not ask you for any from payment, something like that?","start":201.43001,"end":206.57,"sentiment":"neutral","sentiment_score":-0.14240786592875207},{"text":"Yes.","start":216.24501,"end":216.645,"sentiment":"neutral","sentiment_score":0.039327751845121384},{"text":"That's correct.","start":216.645,"end":217.445,"sentiment":"neutral","sentiment_score":0.028665432706475258},{"text":"And then moving forward, your bill for remaining five months will be just around $59.45 because you're you're getting the 15% discount.","start":217.445,"end":230.79,"sentiment":"neutral","sentiment_score":0.27320103211836383}],"sentiment":"neutral","sentiment_score":0.09838866878573488,"num_words":41,"start":199.99,"end":230.79},{"sentences":[{"text":"Yeah.","start":232.85,"end":233.35,"sentiment":"neutral","sentiment_score":0.03539709746837616},{"text":"Alright.","start":234.29,"end":234.79,"sentiment":"neutral","sentiment_score":0.019834620878100395},{"text":"Oh, I'm sorry.","start":238.61,"end":239.41,"sentiment":"neutral","sentiment_score":-0.1293280596534411},{"text":"You caught up on that part.","start":239.41,"end":240.61,"sentiment":"neutral","sentiment_score":-0.2511572639147441},{"text":"What is that again?","start":240.61,"end":241.67,"sentiment":"neutral","sentiment_score":-0.09475592896342278}],"sentiment":"neutral","sentiment_score":-0.1479146506637335,"num_words":15,"start":232.85,"end":241.67},{"sentences":[{"text":"Yeah.","start":246.735,"end":246.975,"sentiment":"neutral","sentiment_score":0.0023315884172916412},{"text":"Let me check it for you.","start":246.975,"end":248.095,"sentiment":"neutral","sentiment_score":0.04147734306752682},{"text":"In that way, I could let me see what I can do.","start":248.095,"end":251.535,"sentiment":"neutral","sentiment_score":0.09596383788933356},{"text":"Can you stay on the line for me, please?","start":251.535,"end":253.05501,"sentiment":"neutral","sentiment_score":0.039357434337337814},{"text":"Since I have you on the line, I'll check this if you got a leaky.","start":253.05501,"end":256.255,"sentiment":"neutral","sentiment_score":-0.0426384982963403}],"sentiment":"neutral","sentiment_score":0.025986072932218395,"num_words":43,"start":246.735,"end":256.255},{"sentences":[{"text":"Okay?","start":256.255,"end":256.575,"sentiment":"neutral","sentiment_score":0.01429341547191143},{"text":"One moment.","start":256.575,"end":257.315,"sentiment":"neutral","sentiment_score":0.031054059974849224},{"text":"Thank you.","start":257.88,"end":258.62003,"sentiment":"neutral","sentiment_score":0.21333767473697662},{"text":"Alright.","start":308.545,"end":308.86502,"sentiment":"neutral","sentiment_score":0.20103102922439575},{"text":"Thank you so much for staying the line.","start":308.86502,"end":310.86502,"sentiment":"positive","sentiment_score":0.4879762604832649}],"sentiment":"neutral","sentiment_score":0.32913699985614847,"num_words":14,"start":256.255,"end":310.86502},{"sentences":[{"text":"So, yeah, fortunately, you got a late fee because this is automatically billed on the account after the eleven.","start":310.86502,"end":318.9,"sentiment":"neutral","sentiment_score":0.2558294581739526},{"text":"But, I mean, no worries.","start":318.96,"end":320.5,"sentiment":"neutral","sentiment_score":0.07362649291753769},{"text":"As security systems considering this will be your first invoice, I will just waive it for you.","start":320.72,"end":326.535,"sentiment":"neutral","sentiment_score":0.024344093878479564},{"text":"Okay?","start":326.535,"end":327.035,"sentiment":"neutral","sentiment_score":0.04785556346178055},{"text":"Just ensure it's settled outstanding by Friday.","start":327.095,"end":330.155,"sentiment":"neutral","sentiment_score":0.07709689225469317}],"sentiment":"neutral","sentiment_score":0.12714848112390967,"num_words":49,"start":310.86502,"end":330.155},{"sentences":[{"text":"So just to clarify, your discount period will be from July 20 until December.","start":330.69498,"end":338.395,"sentiment":"neutral","sentiment_score":0.037763968243130615},{"text":"So July, August, September, October, November, December 20.","start":338.535,"end":342.69,"sentiment":"neutral","sentiment_score":0.019464025041088462},{"text":"It's six months.","start":343.39,"end":344.53,"sentiment":"neutral","sentiment_score":-0.03636069719990095},{"text":"Reason why your bill current bill first bill is more than a month that's covered the period July 20 to August 31.","start":344.59,"end":353.79,"sentiment":"neutral","sentiment_score":-0.05823633040894161},{"text":"But moving forward, your bill for remaining until December will be, like, around $59.46.","start":353.79,"end":363.005,"sentiment":"neutral","sentiment_score":0.12437076547316142}],"sentiment":"neutral","sentiment_score":0.016972411668202916,"num_words":61,"start":330.69498,"end":363.005},{"sentences":[{"text":"That's the discounted amount.","start":363.625,"end":365.70502,"sentiment":"neutral","sentiment_score":0.15372184664011002},{"text":"And then after December, it will go back to $69.95.","start":365.70502,"end":371.04,"sentiment":"neutral","sentiment_score":0.08341813161969185},{"text":"Mhmm.","start":372.96002,"end":373.46002,"sentiment":"positive","sentiment_score":0.3998985588550568},{"text":"You're most welcome.","start":376.0,"end":377.22,"sentiment":"positive","sentiment_score":0.48919341961542767},{"text":"I've already waived it for you, and then you could also check once you log in to the customer portal.","start":377.36002,"end":383.31894,"sentiment":"neutral","sentiment_score":0.25843191593885423}],"sentiment":"neutral","sentiment_score":0.22329436419041535,"num_words":38,"start":363.625,"end":383.31894},{"sentences":[{"text":"Okay?","start":383.31894,"end":383.81894,"sentiment":"neutral","sentiment_score":0.1588129699230194},{"text":"Thank you.","start":385.55893,"end":386.03894,"sentiment":"positive","sentiment_score":0.8598254323005676},{"text":"Have a good one.","start":386.03894,"end":386.75894,"sentiment":"positive","sentiment_score":0.7838192135095596},{"text":"Be safe.","start":386.75894,"end":387.31894,"sentiment":"positive","sentiment_score":0.5227484703063965},{"text":"Bye bye.","start":387.31894,"end":387.97894,"sentiment":"neutral","sentiment_score":0.08125878125429155}],"sentiment":"positive","sentiment_score":0.5656141083348881,"num_words":11,"start":383.31894,"end":387.97894}]}}]},{"alternatives":[{"transcript":"Hello? Yes. Speaking. Good, Melissa. How are you? Yes. Okay. Yes. I'm actually onto that. My phone broke recently, so I'm currently having a fixed. That's the reason I wasn't able to update the payments and all of that stuff. Can have till end of this week to complete that job and to pay off the owing amount? Yes. That by Friday. Because I'm trying to having the phone fixed either tomorrow or the day after. So I should be able to update the payments. And because all my card details are in the phone, so I have to send that one. Yep. Yep. Oh, and can I send direct debit after that too on portal? Yes. No. I don't in the just that, yeah, it's a bit of the timing that has been that Also, just please don't cancel any of the Internet or anything. I should be able to settle it by end of this sorry, by Friday. Well so while while I'm on the phone with you, what the monthly amount is what is the monthly amount again? Could you please give me the month? Uh-huh. I should get 15 discount for six months. Right? No. No upfront payment. So you said it would be on a monthly bill. So that's why this first amount is higher than the next amount. But why why is that? Okay. Sure. Alright then. Is the current bill has a late fee on it? Does the the this outstanding payment, does it have a late fee on it? I will be Yeah. Alright. Appreciate that so much. Thank you for all your help. Thank you for waiving the thank you. Alright. Thank you. 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Yes. Speaking. Good, Melissa. How are you?\n\nYes. Okay. Yes. I'm actually onto that. My phone broke recently, so I'm currently having a fixed.\n\nThat's the reason I wasn't able to update the payments and all of that stuff. Can have till end of this week to complete that job and to pay off the owing amount? Yes. That by Friday. Because I'm trying to having the phone fixed either tomorrow or the day after.\n\nSo I should be able to update the payments. And because all my card details are in the phone, so I have to send that one. Yep. Yep. Oh, and can I send direct debit after that too on portal?\n\nYes. No. I don't in the just that, yeah, it's a bit of the timing that has been that Also, just please don't cancel any of the Internet or anything. I should be able to settle it by end of this sorry, by Friday. Well so while while I'm on the phone with you, what the monthly amount is what is the monthly amount again?\n\nCould you please give me the month? Uh-huh. 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Good afternoon. This is Airtel accounts. My name is Melissa. Am I speaking to miss Lavinia?\n\nChannel 1: Yes. Speaking.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Good, Melissa. How are you?\n\nChannel 0: That's great to hear. I'm fine. Thank you so much for answering my phone call. We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill.\n\nChannel 1: Yes. Okay. Yes. I'm actually onto that. My phone broke recently, so I'm currently having a fixed.\n\nThat's the reason I wasn't able to update the payments and all of that stuff. Can have till end of this week to complete that job and to pay off the owing amount?\n\nChannel 0: Okay. I understand. I appreciate the updates. So when can you expect to settle it? Like, Friday,\n\nChannel 1: Yes.\n\nChannel 0: Thursday?\n\nChannel 1: That by Friday. Because I'm trying to having the phone fixed either tomorrow or the day after. So I should\n\nChannel 0: Mhmm.\n\nChannel 1: be able to update the payments. And because all my card details are in the phone, so I have to send that one. Yep.\n\nChannel 0: Mhmm. Yeah. I understand. It happened to me anyway, Lavinia. So, also, once your phone is fixed, you can check your email.\n\nWe sent you, like, the instruction to process the payment and set\n\nChannel 1: Yep.\n\nChannel 0: up your, direct debit. And in case you need any assistance, just give\n\nChannel 1: Oh,\n\nChannel 0: us a call.\n\nChannel 1: and\n\nChannel 0: Okay?\n\nChannel 1: can I send direct debit after that too on\n\nChannel 0: Yes. Definitely. Yes. I've also included from my email that was sent August 12 how to make\n\nChannel 1: portal?\n\nChannel 0: a payment at the same time, how to set up your direct debit to ensure timely payment moving forward and avoid late fee. It's\n\nChannel 1: Yes.\n\nChannel 0: all there, but if you need any assistance, just let us know. Just give us a call or response to my email.\n\nChannel 1: No.\n\nChannel 0: Alright?\n\nChannel 1: I don't in the just that, yeah, it's a bit of the timing that has been that\n\nChannel 0: Yeah. I\n\nChannel 1: Also,\n\nChannel 0: got it.\n\nChannel 1: just please don't cancel any of the Internet or anything. I should be able to settle it by end of this sorry, by Friday.\n\nChannel 0: Sure. I will have this noted. Reason why we try to reach you to understand the situation because we are committed in supporting all our customers and find out the reason why it's overdue. So things happen, but I appreciate you answer my phone call. We will wait for the settlement on Friday, and then I will have\n\nChannel 1: Well\n\nChannel 0: this noted in your\n\nChannel 1: so\n\nChannel 0: account.\n\nChannel 1: while while I'm on the phone with you, what the monthly amount is what is the monthly amount again? Could you please give me the\n\nChannel 0: Oh, sure.\n\nChannel 1: month?\n\nChannel 0: Oh, sure. Let me just go back to your account. So, technically, your monthly plan subscription, the standard amount is $69.95.\n\nChannel 1: Uh-huh.\n\nChannel 0: Yeah. However, since you are locked in for a contract let me just go here. One moment. I believe they sent you, like\n\nChannel 1: I should get\n\nChannel 0: Yeah.\n\nChannel 1: 15\n\nChannel 0: They\n\nChannel 1: discount for six months. Right?\n\nChannel 0: Yeah. They provided you a discount for six months for 15%. However, the reason why your first bill, it's showing $92.48 46¢ is because that's covered more than amount when your service has been activated. It's yeah. Isn't it we did not ask you for any from payment, something like that?\n\nChannel 1: No. No upfront payment. So you said it would be on a monthly bill. So that's why this first amount is higher than the next amount. But why why is that?\n\nChannel 0: Yes. That's correct. And then moving forward, your bill for remaining five months will be just around $59.45 because you're you're getting the 15% discount.\n\nChannel 1: Okay. Sure. Alright then.\n\nChannel 0: Yeah. Alright.\n\nChannel 1: Is the current bill has a late fee on it?\n\nChannel 0: Oh, I'm sorry. You caught up on that part. What is that again?\n\nChannel 1: Does the the this outstanding payment, does it have a late fee on it?\n\nChannel 0: Yeah. Let me check it for you. In that way, I could let me see what I can do. Can you stay on the line for me, please? Since I have you on the line, I'll\n\nChannel 1: I will\n\nChannel 0: check\n\nChannel 1: be\n\nChannel 0: this if you got a leaky. Okay? One moment. Thank you. Alright.\n\nThank you so much for staying the line. So, yeah, fortunately, you got a late fee because this is automatically billed on the account after the eleven. But, I mean, no worries. As security systems considering this will be your first invoice, I will just waive it for you. Okay?\n\nJust ensure it's settled outstanding by Friday. So just to clarify, your discount period will be from July 20 until December. So July, August, September, October, November, December 20. It's six months. Reason why your bill current bill first bill is more than a month that's covered the period July 20 to August 31.\n\nBut\n\nChannel 1: Yeah.\n\nChannel 0: moving forward, your bill for remaining until December will be, like, around $59.46. That's the discounted amount. And then after December, it will go back to $69.95.\n\nChannel 1: Alright. Appreciate that so much. Thank you\n\nChannel 0: Mhmm.\n\nChannel 1: for all your help. Thank you for waiving the thank you.\n\nChannel 0: You're most welcome. I've already waived it for you, and then you could also check once you log in to the customer portal. Okay?\n\nChannel 1: Alright. Thank you. Bye.\n\nChannel 0: Thank you. Have a good one. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.24,"end":2.74,"sentiment":"neutral","sentiment_score":0.02743603102862835}],"sentiment":"neutral","sentiment_score":0.02743603102862835,"channel":1,"num_words":1,"start":2.24,"end":2.74},{"sentences":[{"text":"Hi.","start":3.12,"end":3.52,"sentiment":"neutral","sentiment_score":0.10667753219604492},{"text":"Good afternoon.","start":3.52,"end":4.26,"sentiment":"neutral","sentiment_score":0.23382369428873062},{"text":"This is Airtel accounts.","start":4.3199997,"end":5.6,"sentiment":"neutral","sentiment_score":0.13990655168890953},{"text":"My name is Melissa.","start":5.6,"end":6.56,"sentiment":"neutral","sentiment_score":0.08560535497963428},{"text":"Am I speaking to miss 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Melissa.","start":11.679999,"end":12.32,"sentiment":"positive","sentiment_score":0.4258432537317276},{"text":"How are you?","start":12.32,"end":13.139999,"sentiment":"neutral","sentiment_score":0.2913669943809509}],"sentiment":"positive","sentiment_score":0.3451574981212616,"channel":1,"num_words":5,"start":11.679999,"end":13.139999},{"sentences":[{"text":"That's great to hear.","start":13.315001,"end":14.275,"sentiment":"positive","sentiment_score":0.6963358819484711},{"text":"I'm fine.","start":14.275,"end":14.675,"sentiment":"positive","sentiment_score":0.4877365678548813},{"text":"Thank you so much for answering my phone call.","start":14.675,"end":16.755001,"sentiment":"positive","sentiment_score":0.5809470083978441},{"text":"We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet 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Friday.","start":50.455,"end":51.335,"sentiment":"neutral","sentiment_score":0.01786840396622817},{"text":"Because I'm trying to having the phone fixed either tomorrow or the day after.","start":51.335,"end":55.255,"sentiment":"neutral","sentiment_score":-0.041434873161571364},{"text":"So I should","start":55.255,"end":55.815,"sentiment":"neutral","sentiment_score":0.03136298432946205}],"sentiment":"neutral","sentiment_score":-0.021619702968746424,"channel":1,"num_words":20,"start":50.455,"end":55.815},{"sentences":[{"text":"Mhmm.","start":55.675,"end":56.175,"sentiment":"neutral","sentiment_score":0.016474304720759392}],"sentiment":"neutral","sentiment_score":0.016474304720759392,"channel":0,"num_words":1,"start":55.675,"end":56.175},{"sentences":[{"text":"be able to update the payments.","start":55.815,"end":57.940002,"sentiment":"neutral","sentiment_score":-0.009554401660958925},{"text":"And because all my card details are in the phone, so I have to send that 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give","start":79.255005,"end":83.175,"sentiment":"neutral","sentiment_score":0.07391155014435451}],"sentiment":"neutral","sentiment_score":0.09141598183375138,"channel":0,"num_words":13,"start":77.095,"end":83.175},{"sentences":[{"text":"Oh,","start":83.104996,"end":83.585,"sentiment":"neutral","sentiment_score":0.08247563242912292}],"sentiment":"neutral","sentiment_score":0.08247563242912292,"channel":1,"num_words":1,"start":83.104996,"end":83.585},{"sentences":[{"text":"us a 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because we are committed in supporting all our customers and find out the reason why it's overdue.","start":123.82,"end":132.22499,"sentiment":"neutral","sentiment_score":0.08843164278992585},{"text":"So things happen, but I appreciate you answer my phone call.","start":132.28499,"end":136.125,"sentiment":"positive","sentiment_score":0.33386533097787335},{"text":"We will wait for the settlement on Friday, and then I will have","start":136.125,"end":138.92499,"sentiment":"neutral","sentiment_score":0.1635070970425239}],"sentiment":"neutral","sentiment_score":0.1559020509493762,"channel":0,"num_words":58,"start":121.740005,"end":138.92499},{"sentences":[{"text":"Well","start":138.69499,"end":139.19499,"sentiment":"neutral","sentiment_score":0.059470284730196}],"sentiment":"neutral","sentiment_score":0.059470284730196,"channel":1,"num_words":1,"start":138.69499,"end":139.19499},{"sentences":[{"text":"this noted in 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months.","start":178.5,"end":179.85999,"sentiment":"neutral","sentiment_score":0.003055676817893982},{"text":"Right?","start":179.85999,"end":180.35999,"sentiment":"neutral","sentiment_score":0.00835837796330452}],"sentiment":"neutral","sentiment_score":0.00411621704697609,"channel":1,"num_words":5,"start":178.5,"end":180.35999},{"sentences":[{"text":"Yeah.","start":180.28,"end":180.68001,"sentiment":"neutral","sentiment_score":0.03495464473962784},{"text":"They provided you a discount for six months for 15%.","start":180.68001,"end":185.02,"sentiment":"neutral","sentiment_score":0.037254633381962776},{"text":"However, the reason why your first bill, it's showing $92.48 46¢ is because that's covered more than amount when your service has been activated.","start":185.605,"end":198.825,"sentiment":"neutral","sentiment_score":-0.16685742658117544},{"text":"It's yeah.","start":199.99,"end":201.13,"sentiment":"neutral","sentiment_score":-0.039717890322208405},{"text":"Isn't it we did not ask you for any from payment, something like that?","start":201.43001,"end":206.57,"sentiment":"neutral","sentiment_score":-0.14240786592875207}],"sentiment":"neutral","sentiment_score":-0.1100673147290945,"channel":0,"num_words":51,"start":180.28,"end":206.57},{"sentences":[{"text":"No.","start":206.66,"end":206.98,"sentiment":"neutral","sentiment_score":-0.29007402062416077},{"text":"No upfront payment.","start":206.98,"end":207.94,"sentiment":"neutral","sentiment_score":-0.2871293326218923},{"text":"So you said it would be on a monthly bill.","start":207.94,"end":209.96,"sentiment":"neutral","sentiment_score":-0.20192950069904328},{"text":"So that's why this first amount is higher than the next amount.","start":210.02,"end":214.12,"sentiment":"neutral","sentiment_score":-0.26178947960337},{"text":"But why why is 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discount.","start":217.445,"end":230.79,"sentiment":"neutral","sentiment_score":0.27320103211836383}],"sentiment":"neutral","sentiment_score":0.24428325295448303,"channel":0,"num_words":25,"start":216.24501,"end":230.79},{"sentences":[{"text":"Okay.","start":231.62,"end":231.86,"sentiment":"neutral","sentiment_score":0.12069624662399292},{"text":"Sure.","start":231.86,"end":232.26,"sentiment":"neutral","sentiment_score":0.1294061541557312},{"text":"Alright 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that part.","start":239.41,"end":240.61,"sentiment":"neutral","sentiment_score":-0.2511572639147441},{"text":"What is that again?","start":240.61,"end":241.67,"sentiment":"neutral","sentiment_score":-0.09475592896342278}],"sentiment":"neutral","sentiment_score":-0.17491934448480606,"channel":0,"num_words":13,"start":238.61,"end":241.67},{"sentences":[{"text":"Does the the this outstanding payment, does it have a late fee on it?","start":241.78,"end":246.045,"sentiment":"neutral","sentiment_score":-0.07439170644751616}],"sentiment":"neutral","sentiment_score":-0.07439170644751616,"channel":1,"num_words":14,"start":241.78,"end":246.045},{"sentences":[{"text":"Yeah.","start":246.735,"end":246.975,"sentiment":"neutral","sentiment_score":0.0023315884172916412},{"text":"Let me check it for you.","start":246.975,"end":248.095,"sentiment":"neutral","sentiment_score":0.04147734306752682},{"text":"In that way, I could let me see what I can 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your first invoice, I will just waive it for you.","start":320.72,"end":326.535,"sentiment":"neutral","sentiment_score":0.024344093878479564},{"text":"Okay?","start":326.535,"end":327.035,"sentiment":"neutral","sentiment_score":0.04785556346178055}],"sentiment":"neutral","sentiment_score":0.1918881482630968,"channel":0,"num_words":50,"start":308.86502,"end":327.035},{"sentences":[{"text":"Just ensure it's settled outstanding by Friday.","start":327.095,"end":330.155,"sentiment":"neutral","sentiment_score":0.07709689225469317},{"text":"So just to clarify, your discount period will be from July 20 until December.","start":330.69498,"end":338.395,"sentiment":"neutral","sentiment_score":0.037763968243130615},{"text":"So July, August, September, October, November, December 20.","start":338.535,"end":342.69,"sentiment":"neutral","sentiment_score":0.019464025041088462},{"text":"It's six 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you.","start":384.34003,"end":384.82,"sentiment":"neutral","sentiment_score":0.28994356095790863},{"text":"Bye.","start":384.82,"end":385.29895,"sentiment":"neutral","sentiment_score":0.3094806373119354}],"sentiment":"neutral","sentiment_score":0.270962156355381,"channel":1,"num_words":4,"start":384.02002,"end":385.29895},{"sentences":[{"text":"Thank you.","start":385.55893,"end":386.03894,"sentiment":"positive","sentiment_score":0.8598254323005676},{"text":"Have a good one.","start":386.03894,"end":386.75894,"sentiment":"positive","sentiment_score":0.7838192135095596},{"text":"Be safe.","start":386.75894,"end":387.31894,"sentiment":"positive","sentiment_score":0.5227484703063965},{"text":"Bye bye.","start":387.31894,"end":387.97894,"sentiment":"neutral","sentiment_score":0.08125878125429155}],"sentiment":"positive","sentiment_score":0.606294222176075,"channel":0,"num_words":10,"start":385.55893,"end":387.97894}]},"summary":{"result":"success","short":"A representative from Airtel accounts calls Lavinia to check if she needs any assistance processing her payment and remind her that her Internet bill is still showing overdue. The representative also reminds Lavinia of her discounted monthly payment and explains that her bill is due until December and will be paid at a discounted rate. The call ends with the representative waiving the late fee and reminding Lavinia to check her customer portal."},"intents":{"segments":[{"text":"Thank you so much for answering my phone call. We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill. Yes. Okay.","start_word":36,"end_word":70,"intents":[{"intent":"Process payment","confidence_score":0.69246364}]},{"text":"I'm actually onto that. My phone broke recently, so I'm currently having a fixed. That's the reason I wasn't able to update the payments and all of that stuff. Can have till end of this week to complete that job and to pay off the owing amount? Okay.","start_word":72,"end_word":119,"intents":[{"intent":"Update payments","confidence_score":0.44619846}]},{"text":"It happened to me anyway, Lavinia. So, also, once your phone is fixed, you can check your email. We sent you, like, the instruction to process the payment and set Yep. up your, direct debit. And in case you need any assistance, just give Oh, us a call. and Okay? can I send direct debit after that too on Yes. Definitely.","start_word":187,"end_word":247,"intents":[{"intent":"Send notification","confidence_score":0.000080971105}]},{"text":"Isn't it we did not ask you for any from payment, something like that? No. No upfront payment. So you said it would be on a monthly bill. So that's why this first amount is higher than the next amount. But why why is that? Yes. That's correct.","start_word":545,"end_word":592,"intents":[{"intent":"Clarify communication","confidence_score":0.009873832}]},{"text":"Does the the this outstanding payment, does it have a late fee on it? Yeah.","start_word":644,"end_word":658,"intents":[{"intent":"Check payment status","confidence_score":0.030370038}]}]},"sentiments":{"segments":[{"text":"Hello? Hi. Good afternoon. This is Airtel accounts. My name is Melissa. Am I speaking to miss Lavinia? Yes. Speaking. Hi. How are you today?","start_word":0,"end_word":24,"sentiment":"neutral","sentiment_score":0.12038934975862504},{"text":"Good, Melissa.","start_word":25,"end_word":26,"sentiment":"positive","sentiment_score":0.4258432388305664},{"text":"How are you?","start_word":27,"end_word":29,"sentiment":"neutral","sentiment_score":0.293686181306839},{"text":"That's great to hear. I'm fine. Thank you so much for answering my phone call.","start_word":30,"end_word":44,"sentiment":"positive","sentiment_score":0.5890160799026489},{"text":"We're just checking in if you need any assistance to process your payment, because as this state is still showing overdue, your Internet bill. Yes. Okay. Yes. I'm actually onto that. My phone broke recently, so I'm currently having a fixed. That's the reason I wasn't able to update the payments and all of that stuff. Can have till end of this week to complete that job and to pay off the owing amount? Okay. I understand. I appreciate the updates. So when can you expect to settle it? Like, Friday, Yes. Thursday? That by Friday. Because I'm trying to having the phone fixed either tomorrow or the day after. So I should Mhmm. be able to update the payments. And because all my card details are in the phone, so I have to send that one. Yep. Mhmm. Yeah. I understand. It happened to me anyway, Lavinia. So, also, once your phone is fixed, you can check your email. We sent you, like, the instruction to process the payment and set Yep. up your, direct debit. And in case you need any assistance, just give Oh, us a call. and Okay? can I send direct debit after that too on Yes. Definitely. Yes. I've also included from my email that was sent August 12 how to make portal? a payment at the same time, how to set up your direct debit to ensure timely payment moving forward and avoid late fee. It's Yes. all there, but if you need any assistance, just let us know. Just give us a call or response to my email. No. Alright? I don't in the just that, yeah, it's a bit of the timing that has been that Yeah. I Also, got it. just please don't cancel any of the Internet or anything. I should be able to settle it by end of this sorry, by Friday. Sure. I will have this noted. Reason why we try to reach you to understand the situation because we are committed in supporting all our customers and find out the reason why it's overdue.","start_word":45,"end_word":392,"sentiment":"neutral","sentiment_score":0.0057253748306940345},{"text":"So things happen, but I appreciate you answer my phone call.","start_word":393,"end_word":403,"sentiment":"positive","sentiment_score":0.3340246379375458},{"text":"We will wait for the settlement on Friday, and then I will have Well this noted in your so account. while while I'm on the phone with you, what the monthly amount is what is the monthly amount again? Could you please give me the Oh, sure. month? Oh, sure. Let me just go back to your account. So, technically, your monthly plan subscription, the standard amount is $69.95. Uh-huh. Yeah. However, since you are locked in for a contract let me just go here. One moment. I believe they sent you, like I should get Yeah. 15 They discount for six months. Right? Yeah. They provided you a discount for six months for 15%. However, the reason why your first bill, it's showing $92.48 46<unk> is because that's covered more than amount when your service has been activated. It's yeah. Isn't it we did not ask you for any from payment, something like that? No. No upfront payment. So you said it would be on a monthly bill. So that's why this first amount is higher than the next amount. But why why is that? Yes. That's correct. And then moving forward, your bill for remaining five months will be just around $59.45 because you're you're getting the 15% discount. Okay. Sure. Alright then. Yeah. Alright. Is the current bill has a late fee on it? Oh, I'm sorry. You caught up on that part. What is that again? Does the the this outstanding payment, does it have a late fee on it? Yeah. Let me check it for you. In that way, I could let me see what I can do. Can you stay on the line for me, please? Since I have you on the line, I'll I will check be this if you got a leaky. Okay? One moment. Thank you. Alright.","start_word":404,"end_word":709,"sentiment":"neutral","sentiment_score":-0.018356932850639805},{"text":"Thank you so much for staying the line.","start_word":710,"end_word":717,"sentiment":"positive","sentiment_score":0.49216440320014954},{"text":"So, yeah, fortunately, you got a late fee because this is automatically billed on the account after the eleven. But, I mean, no worries. As security systems considering this will be your first invoice, I will just waive it for you. Okay? Just ensure it's settled outstanding by Friday. So just to clarify, your discount period will be from July 20 until December. So July, August, September, October, November, December 20. It's six months. Reason why your bill current bill first bill is more than a month that's covered the period July 20 to August 31. But Yeah. moving forward, your bill for remaining until December will be, like, around $59.46. That's the discounted amount. And then after December, it will go back to $69.95. Alright.","start_word":718,"end_word":843,"sentiment":"neutral","sentiment_score":0.07948754727840424},{"text":"Appreciate that so much. Thank you Mhmm. for all your help. Thank you for waiving the thank you. You're most welcome.","start_word":844,"end_word":864,"sentiment":"positive","sentiment_score":0.4860482513904571},{"text":"I've already waived it for you, and then you could also check once you log in to the customer portal. Okay? Alright.","start_word":865,"end_word":886,"sentiment":"neutral","sentiment_score":0.2547532916069031},{"text":"Thank you.","start_word":887,"end_word":888,"sentiment":"positive","sentiment_score":0.334439754486084},{"text":"Bye.","start_word":889,"end_word":889,"sentiment":"neutral","sentiment_score":0.3094806373119354},{"text":"Thank you. Have a good one. Be safe.","start_word":890,"end_word":897,"sentiment":"positive","sentiment_score":0.7369556427001953},{"text":"Bye bye.","start_word":898,"end_word":899,"sentiment":"neutral","sentiment_score":0.252831369638443}],"average":{"sentiment":"neutral","sentiment_score":0.06059791472276695}}}}