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We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement. The outstanding is $169.90. Okay. Sure. It's for proper documentation when we can expect the settlement for your August invoice so I can have this notated here? Next week. Okay. Sure. Sure. I'll go ahead and have this noted. And then in case you would like to set up a direct debit, just let us know. Okay? In that way, we have it on file. But I will make a documentation that you can make the payment next week. Please ensure it will be settled. Alright? Yeah. Okay. I'm sure. Yeah. I can feel that. Usually, our billing process is set up on our system. All active account, all active services are being sent an invoice every first of each month, and that invoice cover the service period from August 1 to thirtieth. And then the due date of that invoice sent August August 1 will be due August 11. Reason why it's showing overdue on our end. And then if there is no go ahead. No. The invoice that we sent August 1, that's cover your Internet services from August '30. However, that payable amount will be due this month, which is yesterday, every 11 of each month. And it's set up on our system, all invoices are not paid. The latest, the 11, will be assessed for a late fee. So every 12 of each month, there is a late fee billed to those accounts that were not paid on time. Reason why we are, recommending our customer to set up a direct debit, added convenience, ensure payments are on time, and avoid late fee. Mm-mm. That is, yes, that is correct. Because we are also mhmm. Yeah. Because all service provider, Internet service provider have an option how to set up their billing process. Those cases, that what we call postpaid. The service has been used before the payment will be made. However, in this cases, it it will be a prepaid because we are paying ahead of of time to the network partnered network. Like, this this August services has been paid already last July. So our billing process is set up prepaid. All Internet services provider in Australia has an option how they would like to set up their billing process, and also it's aligned to their network partner. Because we have a lot of network partner. Yours is Supa, Gigafy, Opticom, Linham, and we are paying in advance to them with the services that we're providing to our customers. Reason why our billing process is like this, it's on a prepaid. Every first, all invoices cover the full current month, and it it's due every eleventh of each month. Yeah. And thank you for yes. That's right. It can be possible like that if the Internet service is set up for a postpaid. Like, the the the invoice that you're paying this month has been the services July. That's what we call postpaid. But as I've mentioned yeah. But our billing process here in us atrial AU is set up prepaid. We're in the current month. Yeah. Yeah. That's the thing. Right? Reason why we are doing a calls to our customer to understand to see the reason why it was not paid on time. So nothing to worry. Here's what I'm going to do in here. Okay? I will go ahead and waive the $10 late fee. Because as I've mentioned, it's already been billed. It's automatic. We're not doing it manually. It's automatic setup on our system. All invoices these invoices of August has not been paid on time yesterday. And then the next day to date of the '12 has been assessed for a late fee. It was added to the current bill. But No. Actually, you've no. No. It's just this late fees has been billed, started last month. Let me check if you have a late fee July. This just started July. Because before we remove it, and then we've they work with our back end to set this up. One moment here. Let me check. Reason why we're we're also recommending you to set up Direct Debit because it's already been automatically set up. Okay. I'm checking your invoice. Okay? Just to make sure here. Yeah. That was correct. You've started getting the late fee last month. You got a late fee of $10, and then this month, your August invoice. Yeah. I know. You know, I hope you understand. It clarifies everything, but no worries with this. Okay? I've already waived your late fee Late fee here. And then go back to $1.59. Okay. And then since the July invoice has been paid including the late fee, what I'm going to do is the $10 late fee assessed to your July bill, I will deduct it from your August invoice. So your original invoice is $159.90. That's no late fee. I waive it because you have not paid it. I can edit it or modify. But if the invoice has been paid, we can no longer modify it. So what I'm going to do is I will just put here $10 less so it will deduct to your outstanding. I waive mister Bissang, I waive it. I waive the August. I remove it. I remove it. I will credit it. That's what I'm trying to explain to you. So earlier, your your original bill for this August, total is $159.90. You got a late fee of $10. So the total before I called you is $169.90. I waived the late fee August. I remove it. So it went back to $1.59 90. Right? That's your original amount without a late fee. And then you're asking for a July fee waiver. Right? $10. So I cannot waive it to the July invoice because it's already been paid, and that's last month. What I'm going to do is from your $1.59 90, I will credit the $10 minus $10. So your outstanding will go down to $149.90. K? So you're getting two waivers, July and August. And then you said you can make a payment on Friday? Okay. Okay. Mhmm. I understand that. So, yeah, I'll have this notated and then that you could make a payment any day by next week. Alright? And then if end of next. Okay. Surely. Surely. And I hope by next month, the payment will be processed on time so we don't need to do this again. Alright? Alright. Thank you so much, mister Bissang, for your time, and I appreciate your asking the questions that needs a clarification. We really appreciate that, at least. Yeah. Alright. Anything else? Any questions about your bill? Okay. That's perfect. Thank you so much. Have a good one, and be safe. Okay? Thank you. 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Good afternoon. This is Airtel. My name is Melissa. I'm from accounts department.\n\nHow are you today, mister Bisong? That's great to hear. I'm fine. Thank you for answering my phone call. We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement.\n\nThe outstanding is $169.90. Okay. Sure. It's for proper documentation when we can expect the settlement for your August invoice so I can have this notated here? Next week.\n\nOkay. Sure. Sure. I'll go ahead and have this noted. And then in case you would like to set up a direct debit, just let us know.\n\nOkay? In that way, we have it on file. But I will make a documentation that you can make the payment next week. Please ensure it will be settled. Alright?\n\nYeah. Okay. I'm sure. Yeah. I can feel that.\n\nUsually, our billing process is set up on our system. All active account, all active services are being sent an invoice every first of each month, and that invoice cover the service period from August 1 to thirtieth. And then the due date of that invoice sent August August 1 will be due August 11. Reason why it's showing overdue on our end. And then if there is no go ahead.\n\nNo. The invoice that we sent August 1, that's cover your Internet services from August '30. However, that payable amount will be due this month, which is yesterday, every 11 of each month. And it's set up on our system, all invoices are not paid. The latest, the 11, will be assessed for a late fee.\n\nSo every 12 of each month, there is a late fee billed to those accounts that were not paid on time. Reason why we are, recommending our customer to set up a direct debit, added convenience, ensure payments are on time, and avoid late fee. Mm-mm. That is, yes, that is correct. Because we are also mhmm.\n\nYeah. Because all service provider, Internet service provider have an option how to set up their billing process. Those cases, that what we call postpaid. The service has been used before the payment will be made. However, in this cases, it it will be a prepaid because we are paying ahead of of time to the network partnered network.\n\nLike, this this August services has been paid already last July. So our billing process is set up prepaid. All Internet services provider in Australia has an option how they would like to set up their billing process, and also it's aligned to their network partner. Because we have a lot of network partner. Yours is Supa, Gigafy, Opticom, Linham, and we are paying in advance to them with the services that we're providing to our customers.\n\nReason why our billing process is like this, it's on a prepaid. Every first, all invoices cover the full current month, and it it's due every eleventh of each month. Yeah. And thank you for yes. That's right.\n\nIt can be possible like that if the Internet service is set up for a postpaid. Like, the the the invoice that you're paying this month has been the services July. That's what we call postpaid. But as I've mentioned yeah. But our billing process here in us atrial AU is set up prepaid.\n\nWe're in the current month. Yeah. Yeah. That's the thing. Right?\n\nReason why we are doing a calls to our customer to understand to see the reason why it was not paid on time. So nothing to worry. Here's what I'm going to do in here. Okay? I will go ahead and waive the $10 late fee.\n\nBecause as I've mentioned, it's already been billed. It's automatic. We're not doing it manually. It's automatic setup on our system. All invoices these invoices of August has not been paid on time yesterday.\n\nAnd then the next day to date of the '12 has been assessed for a late fee. It was added to the current bill. But No. Actually, you've no. No.\n\nIt's just this late fees has been billed, started last month. Let me check if you have a late fee July. This just started July. Because before we remove it, and then we've they work with our back end to set this up. One moment here.\n\nLet me check. Reason why we're we're also recommending you to set up Direct Debit because it's already been automatically set up. Okay. I'm checking your invoice. Okay?\n\nJust to make sure here. Yeah. That was correct. You've started getting the late fee last month. You got a late fee of $10, and then this month, your August invoice.\n\nYeah. I know. You know, I hope you understand. It clarifies everything, but no worries with this. Okay?\n\nI've already waived your late fee Late fee here. And then go back to $1.59. Okay. And then since the July invoice has been paid including the late fee, what I'm going to do is the $10 late fee assessed to your July bill, I will deduct it from your August invoice. So your original invoice is $159.90.\n\nThat's no late fee. I waive it because you have not paid it. I can edit it or modify. But if the invoice has been paid, we can no longer modify it. So what I'm going to do is I will just put here $10 less so it will deduct to your outstanding.\n\nI waive mister Bissang, I waive it. I waive the August. I remove it. I remove it. I will credit it.\n\nThat's what I'm trying to explain to you. So earlier, your your original bill for this August, total is $159.90. You got a late fee of $10. So the total before I called you is $169.90. I waived the late fee August.\n\nI remove it. So it went back to $1.59 90. Right? That's your original amount without a late fee. And then you're asking for a July fee waiver.\n\nRight? $10. So I cannot waive it to the July invoice because it's already been paid, and that's last month. What I'm going to do is from your $1.59 90, I will credit the $10 minus $10. So your outstanding will go down to $149.90.\n\nK? So you're getting two waivers, July and August. And then you said you can make a payment on Friday? Okay. Okay.\n\nMhmm. I understand that. So, yeah, I'll have this notated and then that you could make a payment any day by next week. Alright? And then if end of next.\n\nOkay. Surely. Surely. And I hope by next month, the payment will be processed on time so we don't need to do this again. Alright?\n\nAlright. Thank you so much, mister Bissang, for your time, and I appreciate your asking the questions that needs a clarification. We really appreciate that, at least. Yeah. Alright.\n\nAnything else? Any questions about your bill? Okay. That's perfect. Thank you so much.\n\nHave a good one, and be safe. Okay? Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.36,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.09338750690221786},{"text":"Good afternoon.","start":3.6799998,"end":4.42,"sentiment":"neutral","sentiment_score":0.21015773713588715},{"text":"This is Airtel.","start":5.12,"end":6.02,"sentiment":"neutral","sentiment_score":0.17034156123797098},{"text":"My name is Melissa.","start":6.24,"end":7.2999997,"sentiment":"neutral","sentiment_score":0.12491602823138237},{"text":"I'm from accounts department.","start":7.3599997,"end":8.82,"sentiment":"neutral","sentiment_score":0.13826867192983627}],"sentiment":"neutral","sentiment_score":0.14839046182376997,"num_words":14,"start":3.36,"end":8.82},{"sentences":[{"text":"How are you today, mister Bisong?","start":8.96,"end":10.66,"sentiment":"neutral","sentiment_score":0.2322009727358818},{"text":"That's great to hear.","start":12.965,"end":13.844999,"sentiment":"positive","sentiment_score":0.6505792289972305},{"text":"I'm fine.","start":13.844999,"end":14.325,"sentiment":"positive","sentiment_score":0.46157124638557434},{"text":"Thank you for answering my phone call.","start":14.325,"end":16.244999,"sentiment":"positive","sentiment_score":0.4828340198312487},{"text":"We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement.","start":16.244999,"end":26.345,"sentiment":"neutral","sentiment_score":0.08721500800715552}],"sentiment":"neutral","sentiment_score":0.23159366522146307,"num_words":46,"start":8.96,"end":26.345},{"sentences":[{"text":"The outstanding is $169.90.","start":27.24,"end":30.94,"sentiment":"neutral","sentiment_score":-0.048241996206343174},{"text":"Okay.","start":36.68,"end":37.16,"sentiment":"neutral","sentiment_score":0.06277753412723541},{"text":"Sure.","start":37.16,"end":37.48,"sentiment":"neutral","sentiment_score":0.07686163485050201},{"text":"It's for proper documentation when we can expect the settlement for your August invoice so I can have this notated here?","start":37.48,"end":45.745,"sentiment":"neutral","sentiment_score":0.04126370245856898},{"text":"Next week.","start":57.005,"end":57.78,"sentiment":"neutral","sentiment_score":0.03672743774950504}],"sentiment":"neutral","sentiment_score":0.0305746141821146,"num_words":29,"start":27.24,"end":57.78},{"sentences":[{"text":"Okay.","start":61.62,"end":62.12,"sentiment":"neutral","sentiment_score":0.0698460191488266},{"text":"Sure.","start":62.34,"end":62.579998,"sentiment":"neutral","sentiment_score":0.0863940417766571},{"text":"Sure.","start":62.579998,"end":62.899998,"sentiment":"neutral","sentiment_score":0.08807539194822311},{"text":"I'll go ahead and have this noted.","start":62.899998,"end":64.84,"sentiment":"neutral","sentiment_score":0.10955382564238139},{"text":"And then in case you would like to set up a direct debit, just let us know.","start":64.979996,"end":70.58,"sentiment":"neutral","sentiment_score":0.06645502281539581}],"sentiment":"neutral","sentiment_score":0.07929361556415204,"num_words":27,"start":61.62,"end":70.58},{"sentences":[{"text":"Okay?","start":70.58,"end":70.979996,"sentiment":"neutral","sentiment_score":0.058485887944698334},{"text":"In that way, we have it on file.","start":70.979996,"end":74.215004,"sentiment":"neutral","sentiment_score":0.06162161659449339},{"text":"But I will make a documentation that you can make the payment next week.","start":74.435005,"end":78.295,"sentiment":"neutral","sentiment_score":0.03318345027842692},{"text":"Please ensure it will be settled.","start":78.435005,"end":80.035,"sentiment":"neutral","sentiment_score":0.04814359297355016},{"text":"Alright?","start":80.035,"end":80.535,"sentiment":"neutral","sentiment_score":0.0036500482819974422}],"sentiment":"neutral","sentiment_score":0.043617957690730694,"num_words":30,"start":70.58,"end":80.535},{"sentences":[{"text":"Yeah.","start":86.130005,"end":86.630005,"sentiment":"neutral","sentiment_score":0.007592452690005302},{"text":"Okay.","start":87.97,"end":88.37,"sentiment":"neutral","sentiment_score":0.021306544542312626},{"text":"I'm sure.","start":88.37,"end":89.03,"sentiment":"neutral","sentiment_score":0.03237236477434635},{"text":"Yeah.","start":89.41,"end":89.73,"sentiment":"neutral","sentiment_score":0.019143037497997284},{"text":"I can feel that.","start":89.73,"end":90.79,"sentiment":"neutral","sentiment_score":-0.024946858175098896}],"sentiment":"neutral","sentiment_score":0.0014443701754013698,"num_words":9,"start":86.130005,"end":90.79},{"sentences":[{"text":"Usually, our billing process is set up on our system.","start":91.65,"end":96.79,"sentiment":"neutral","sentiment_score":-0.06310353241860867},{"text":"All active account, all active services are being sent an invoice every first of each month, and that invoice cover the service period from August 1 to thirtieth.","start":97.325,"end":111.505,"sentiment":"neutral","sentiment_score":-0.04202155329819236},{"text":"And then the due date of that invoice sent August August 1 will be due August 11.","start":112.32,"end":119.3,"sentiment":"neutral","sentiment_score":-0.08373549602487508},{"text":"Reason why it's showing overdue on our end.","start":119.92,"end":122.98,"sentiment":"neutral","sentiment_score":-0.280828271061182},{"text":"And then if there is no go ahead.","start":123.520004,"end":126.58,"sentiment":"neutral","sentiment_score":-0.2014369759708643}],"sentiment":"neutral","sentiment_score":-0.09984879190443267,"num_words":71,"start":91.65,"end":126.58},{"sentences":[{"text":"No.","start":139.505,"end":140.005,"sentiment":"neutral","sentiment_score":-0.25680652260780334},{"text":"The invoice that we sent August 1, that's cover your Internet services from August '30.","start":140.6,"end":149.42001,"sentiment":"neutral","sentiment_score":-0.15144738654295603},{"text":"However, that payable amount will be due this month, which is yesterday, every 11 of each month.","start":150.2,"end":159.825,"sentiment":"neutral","sentiment_score":-0.005473687149146024},{"text":"And it's set up on our system, all invoices are not paid.","start":160.60501,"end":165.325,"sentiment":"neutral","sentiment_score":-0.1598450013746818},{"text":"The latest, the 11, will be assessed for a late fee.","start":165.325,"end":169.02501,"sentiment":"neutral","sentiment_score":-0.30204704810272565}],"sentiment":"neutral","sentiment_score":-0.14039692049846053,"num_words":56,"start":139.505,"end":169.02501},{"sentences":[{"text":"So every 12 of each month, there is a late fee billed to those accounts that were not paid on time.","start":169.52,"end":177.12,"sentiment":"neutral","sentiment_score":-0.31254504975818453},{"text":"Reason why we are, recommending our customer to set up a direct debit, added convenience, ensure payments are on time, and avoid late fee.","start":177.12,"end":188.065,"sentiment":"neutral","sentiment_score":0.2620217502117157},{"text":"Mm-mm.","start":192.525,"end":193.025,"sentiment":"neutral","sentiment_score":0.11757726967334747},{"text":"That is, yes, that is correct.","start":197.645,"end":200.05,"sentiment":"positive","sentiment_score":0.3556547810633977},{"text":"Because we are also mhmm.","start":200.51001,"end":207.57,"sentiment":"neutral","sentiment_score":0.018794761411845683}],"sentiment":"neutral","sentiment_score":0.03632553900477656,"num_words":57,"start":169.52,"end":207.57},{"sentences":[{"text":"Yeah.","start":222.305,"end":222.625,"sentiment":"neutral","sentiment_score":0.03008534014225006},{"text":"Because all service provider, Internet service provider have an option how to set up their billing process.","start":222.625,"end":230.56,"sentiment":"neutral","sentiment_score":-0.03660411771167727},{"text":"Those cases, that what we call postpaid.","start":231.26,"end":234.4,"sentiment":"neutral","sentiment_score":-0.026571413768189295},{"text":"The service has been used before the payment will be made.","start":235.1,"end":238.88,"sentiment":"neutral","sentiment_score":-0.012311369180679321},{"text":"However, in this cases, it it will be a prepaid because we are paying ahead of of time to the network partnered network.","start":239.175,"end":249.815,"sentiment":"neutral","sentiment_score":0.010950313638085905}],"sentiment":"neutral","sentiment_score":-0.011216142451611616,"num_words":59,"start":222.305,"end":249.815},{"sentences":[{"text":"Like, this this August services has been paid already last July.","start":249.815,"end":255.28,"sentiment":"neutral","sentiment_score":0.052688276903195816},{"text":"So our billing process is set up prepaid.","start":255.62,"end":258.6,"sentiment":"neutral","sentiment_score":0.05853516235947609},{"text":"All Internet services provider in Australia has an option how they would like to set up their billing process, and also it's aligned to their network partner.","start":259.13998,"end":271.445,"sentiment":"neutral","sentiment_score":0.12301517719471897},{"text":"Because we have a lot of network partner.","start":271.505,"end":273.685,"sentiment":"neutral","sentiment_score":0.1018762057647109},{"text":"Yours is Supa, Gigafy, Opticom, Linham, and we are paying in advance to them with the services that we're providing to our customers.","start":274.385,"end":284.94,"sentiment":"neutral","sentiment_score":0.20140963760407074}],"sentiment":"neutral","sentiment_score":0.12748952519584011,"num_words":77,"start":249.815,"end":284.94},{"sentences":[{"text":"Reason why our billing process is like this, it's on a prepaid.","start":285.24,"end":289.02,"sentiment":"neutral","sentiment_score":-0.04597256891429424},{"text":"Every first, all invoices cover the full current month, and it it's due every eleventh of each month.","start":289.63998,"end":295.9,"sentiment":"neutral","sentiment_score":0.04145956060124768},{"text":"Yeah.","start":320.78998,"end":321.27,"sentiment":"neutral","sentiment_score":0.0495355948805809},{"text":"And thank you for yes.","start":321.27,"end":323.895,"sentiment":"neutral","sentiment_score":0.22183194756507874},{"text":"That's right.","start":323.895,"end":324.63498,"sentiment":"neutral","sentiment_score":0.3085312843322754}],"sentiment":"neutral","sentiment_score":0.051851556979511916,"num_words":38,"start":285.24,"end":324.63498},{"sentences":[{"text":"It can be possible like that if the Internet service is set up for a postpaid.","start":325.815,"end":330.875,"sentiment":"neutral","sentiment_score":0.23276209644973278},{"text":"Like, the the the invoice that you're paying this month has been the services July.","start":331.41498,"end":338.0,"sentiment":"neutral","sentiment_score":0.1733938659230868},{"text":"That's what we call postpaid.","start":338.3,"end":339.84,"sentiment":"neutral","sentiment_score":0.12028940320014954},{"text":"But as I've mentioned yeah.","start":340.3,"end":346.94,"sentiment":"neutral","sentiment_score":0.06570867523550987},{"text":"But our billing process here in us atrial AU is set up prepaid.","start":346.94,"end":353.755,"sentiment":"neutral","sentiment_score":0.06529304757714272}],"sentiment":"neutral","sentiment_score":0.15007225079116998,"num_words":54,"start":325.815,"end":353.755},{"sentences":[{"text":"We're in the current month.","start":353.895,"end":355.355,"sentiment":"neutral","sentiment_score":0.07532733082771301},{"text":"Yeah.","start":357.815,"end":358.315,"sentiment":"neutral","sentiment_score":0.2385796457529068},{"text":"Yeah.","start":362.615,"end":362.935,"sentiment":"neutral","sentiment_score":0.16571098566055298},{"text":"That's the thing.","start":362.935,"end":363.815,"sentiment":"neutral","sentiment_score":0.18021643658479056},{"text":"Right?","start":363.815,"end":364.23,"sentiment":"neutral","sentiment_score":0.14095847308635712}],"sentiment":"neutral","sentiment_score":0.13295773349025033,"num_words":11,"start":353.895,"end":364.23},{"sentences":[{"text":"Reason why we are doing a calls to our customer to understand to see the reason why it was not paid on time.","start":364.47,"end":373.91,"sentiment":"neutral","sentiment_score":0.01897988112076469},{"text":"So nothing to worry.","start":373.91,"end":375.37,"sentiment":"neutral","sentiment_score":0.21918914839625359},{"text":"Here's what I'm going to do in here.","start":376.07,"end":377.67,"sentiment":"neutral","sentiment_score":0.22562800534069538},{"text":"Okay?","start":377.67,"end":378.17,"sentiment":"neutral","sentiment_score":0.18582500517368317},{"text":"I will go ahead and waive the $10 late fee.","start":378.365,"end":381.725,"sentiment":"neutral","sentiment_score":0.11510137841105461}],"sentiment":"neutral","sentiment_score":0.09685123242113901,"num_words":46,"start":364.47,"end":381.725},{"sentences":[{"text":"Because as I've mentioned, it's already been billed.","start":381.725,"end":383.565,"sentiment":"neutral","sentiment_score":0.08662025816738605},{"text":"It's automatic.","start":383.565,"end":384.385,"sentiment":"neutral","sentiment_score":0.10147720947861671},{"text":"We're not doing it manually.","start":384.445,"end":385.965,"sentiment":"neutral","sentiment_score":-0.044055614806711677},{"text":"It's automatic setup on our system.","start":385.965,"end":388.305,"sentiment":"neutral","sentiment_score":0.016080451081506908},{"text":"All invoices these invoices of August has not been paid on time yesterday.","start":388.685,"end":393.825,"sentiment":"neutral","sentiment_score":-0.2812930506009322}],"sentiment":"neutral","sentiment_score":-0.084843780619421,"num_words":34,"start":381.725,"end":393.825},{"sentences":[{"text":"And then the next day to date of the '12 has been assessed for a late fee.","start":394.42,"end":398.66,"sentiment":"neutral","sentiment_score":-0.09662914451430826},{"text":"It was added to the current bill.","start":398.66,"end":401.16,"sentiment":"neutral","sentiment_score":-0.056927863508462906},{"text":"But No.","start":401.22,"end":405.30002,"sentiment":"neutral","sentiment_score":-0.2263165134936571},{"text":"Actually, you've no.","start":405.30002,"end":412.345,"sentiment":"neutral","sentiment_score":-0.31539498766263324},{"text":"No.","start":412.345,"end":412.585,"sentiment":"neutral","sentiment_score":-0.28834840655326843}],"sentiment":"neutral","sentiment_score":-0.12427856326103211,"num_words":30,"start":394.42,"end":412.585},{"sentences":[{"text":"It's just this late fees has been billed, started last month.","start":412.585,"end":418.10498,"sentiment":"neutral","sentiment_score":-0.15732776644555005},{"text":"Let me check if you have a late fee July.","start":418.10498,"end":421.485,"sentiment":"neutral","sentiment_score":-0.04570569172501564},{"text":"This just started July.","start":422.06,"end":424.08,"sentiment":"neutral","sentiment_score":-0.04267496895045042},{"text":"Because before we remove it, and then we've they work with our back end to set this up.","start":424.69998,"end":432.56,"sentiment":"neutral","sentiment_score":-0.03746263920846912},{"text":"One moment here.","start":433.34,"end":434.56,"sentiment":"neutral","sentiment_score":0.014683245991667112}],"sentiment":"neutral","sentiment_score":-0.0649704346028359,"num_words":46,"start":412.585,"end":434.56},{"sentences":[{"text":"Let me check.","start":436.88498,"end":437.60498,"sentiment":"neutral","sentiment_score":0.02111427237590154},{"text":"Reason why we're we're also recommending you to set up Direct Debit because it's already been automatically set up.","start":437.60498,"end":444.905,"sentiment":"neutral","sentiment_score":0.14893703476378792},{"text":"Okay.","start":447.445,"end":447.945,"sentiment":"neutral","sentiment_score":0.03720039874315262},{"text":"I'm checking your invoice.","start":449.98,"end":451.41998,"sentiment":"neutral","sentiment_score":0.022046633064746857},{"text":"Okay?","start":451.41998,"end":451.9,"sentiment":"neutral","sentiment_score":0.016672030091285706}],"sentiment":"neutral","sentiment_score":0.10840019424046789,"num_words":28,"start":436.88498,"end":451.9},{"sentences":[{"text":"Just to make sure here.","start":451.9,"end":453.28,"sentiment":"neutral","sentiment_score":0.013138844445347787},{"text":"Yeah.","start":461.26,"end":461.58,"sentiment":"neutral","sentiment_score":0.05633905529975891},{"text":"That was correct.","start":461.58,"end":462.56,"sentiment":"neutral","sentiment_score":0.11256967484951019},{"text":"You've started getting the late fee last month.","start":462.86,"end":465.485,"sentiment":"neutral","sentiment_score":-0.02989660546882078},{"text":"You got a late fee of $10, and then this month, your August invoice.","start":465.485,"end":469.985,"sentiment":"neutral","sentiment_score":-0.04373123097632613}],"sentiment":"neutral","sentiment_score":-0.012634444365938824,"num_words":31,"start":451.9,"end":469.985},{"sentences":[{"text":"Yeah.","start":479.68,"end":480.0,"sentiment":"neutral","sentiment_score":-0.05023878067731857},{"text":"I know.","start":480.0,"end":480.63998,"sentiment":"neutral","sentiment_score":-0.047404924407601357},{"text":"You know, I hope you understand.","start":480.63998,"end":482.41998,"sentiment":"neutral","sentiment_score":0.027824881486594677},{"text":"It clarifies everything, but no worries with this.","start":482.72,"end":485.19998,"sentiment":"neutral","sentiment_score":0.04164821421727538},{"text":"Okay?","start":485.19998,"end":485.52,"sentiment":"neutral","sentiment_score":0.011107414960861206}],"sentiment":"neutral","sentiment_score":0.0203440993403395,"num_words":18,"start":479.68,"end":485.52},{"sentences":[{"text":"I've already waived your late fee Late fee here.","start":485.52,"end":493.525,"sentiment":"neutral","sentiment_score":-0.04267323679394192},{"text":"And then go back to $1.59.","start":494.945,"end":498.645,"sentiment":"neutral","sentiment_score":-0.05069863609969616},{"text":"Okay.","start":499.985,"end":500.485,"sentiment":"neutral","sentiment_score":0.017326919361948967},{"text":"And then since the July invoice has been paid including the late fee, what I'm going to do is the $10 late fee assessed to your July bill, I will deduct it from your August invoice.","start":500.865,"end":515.56,"sentiment":"neutral","sentiment_score":0.027601941643903654},{"text":"So your original invoice is $159.90.","start":516.58,"end":521.435,"sentiment":"neutral","sentiment_score":0.06040526864429315}],"sentiment":"neutral","sentiment_score":0.01181340487352733,"num_words":58,"start":485.52,"end":521.435},{"sentences":[{"text":"That's no late fee.","start":521.435,"end":522.475,"sentiment":"neutral","sentiment_score":0.07640358991920948},{"text":"I waive it because you have not paid it.","start":522.475,"end":524.95496,"sentiment":"neutral","sentiment_score":-0.017802057166894276},{"text":"I can edit it or modify.","start":524.95496,"end":527.295,"sentiment":"neutral","sentiment_score":-0.004778110732634862},{"text":"But if the invoice has been paid, we can no longer modify it.","start":527.83496,"end":532.83,"sentiment":"neutral","sentiment_score":-0.07496285094664647},{"text":"So what I'm going to do is I will just put here $10 less so it will deduct to your outstanding.","start":532.83,"end":540.21,"sentiment":"neutral","sentiment_score":-0.006014722887249223}],"sentiment":"neutral","sentiment_score":-0.018567906833201083,"num_words":53,"start":521.435,"end":540.21},{"sentences":[{"text":"I waive mister Bissang, I waive it.","start":543.63,"end":546.27,"sentiment":"neutral","sentiment_score":-0.015331884579999107},{"text":"I waive the August.","start":546.27,"end":547.47003,"sentiment":"neutral","sentiment_score":-0.039765577763319016},{"text":"I remove it.","start":547.47003,"end":548.445,"sentiment":"neutral","sentiment_score":-0.03380891059835752},{"text":"I remove it.","start":548.925,"end":549.985,"sentiment":"neutral","sentiment_score":0.014689132571220398},{"text":"I will credit it.","start":551.165,"end":552.28503,"sentiment":"neutral","sentiment_score":0.2074679508805275}],"sentiment":"neutral","sentiment_score":0.024101284110829943,"num_words":21,"start":543.63,"end":552.28503},{"sentences":[{"text":"That's what I'm trying to explain to you.","start":552.28503,"end":554.445,"sentiment":"neutral","sentiment_score":0.13180772960186005},{"text":"So earlier, your your original bill for this August, total is $159.90.","start":554.445,"end":561.81,"sentiment":"neutral","sentiment_score":0.01994975283741951},{"text":"You got a late fee of $10.","start":562.05,"end":563.73,"sentiment":"neutral","sentiment_score":-0.03846159524151257},{"text":"So the total before I called you is $169.90.","start":563.73,"end":568.63,"sentiment":"neutral","sentiment_score":-0.01738427760493424},{"text":"I waived the late fee August.","start":568.93,"end":570.61,"sentiment":"neutral","sentiment_score":-0.010415666736662388}],"sentiment":"neutral","sentiment_score":0.019182742983546285,"num_words":42,"start":552.28503,"end":570.61},{"sentences":[{"text":"I remove it.","start":570.61,"end":571.49,"sentiment":"neutral","sentiment_score":0.012083166589339575},{"text":"So it went back to $1.59 90.","start":571.49,"end":574.63,"sentiment":"neutral","sentiment_score":0.04457423942429679},{"text":"Right?","start":575.035,"end":575.275,"sentiment":"neutral","sentiment_score":0.060143619775772095},{"text":"That's your original amount without a late fee.","start":575.275,"end":578.015,"sentiment":"neutral","sentiment_score":0.09979529865086079},{"text":"And then you're asking for a July fee waiver.","start":578.075,"end":580.875,"sentiment":"neutral","sentiment_score":0.04076901367968983}],"sentiment":"neutral","sentiment_score":0.05620343956564154,"num_words":28,"start":570.61,"end":580.875},{"sentences":[{"text":"Right?","start":580.875,"end":581.195,"sentiment":"neutral","sentiment_score":0.03570999205112457},{"text":"$10.","start":581.195,"end":581.935,"sentiment":"neutral","sentiment_score":0.03233088552951813},{"text":"So I cannot waive it to the July invoice because it's already been paid, and that's last month.","start":582.315,"end":589.115,"sentiment":"neutral","sentiment_score":-0.006449553184211254},{"text":"What I'm going to do is from your $1.59 90, I will credit the $10 minus $10.","start":589.115,"end":598.14,"sentiment":"neutral","sentiment_score":0.07101754088173895},{"text":"So your outstanding will go down to $149.90.","start":598.14,"end":604.395,"sentiment":"neutral","sentiment_score":0.02605312131345272}],"sentiment":"neutral","sentiment_score":0.030392713016933866,"num_words":45,"start":580.875,"end":604.395},{"sentences":[{"text":"K?","start":605.195,"end":605.59503,"sentiment":"neutral","sentiment_score":0.04371044412255287},{"text":"So you're getting two waivers, July and August.","start":605.59503,"end":608.895,"sentiment":"neutral","sentiment_score":0.06257850397378206},{"text":"And then you said you can make a payment on Friday?","start":609.195,"end":613.615,"sentiment":"neutral","sentiment_score":0.04366712458431721},{"text":"Okay.","start":619.93005,"end":620.43005,"sentiment":"neutral","sentiment_score":-0.007921425625681877},{"text":"Okay.","start":621.37,"end":621.87,"sentiment":"neutral","sentiment_score":-0.016404230147600174}],"sentiment":"neutral","sentiment_score":0.045470508662137116,"num_words":22,"start":605.195,"end":621.87},{"sentences":[{"text":"Mhmm.","start":623.85004,"end":624.09,"sentiment":"neutral","sentiment_score":0.06709210574626923},{"text":"I understand that.","start":624.09,"end":625.13,"sentiment":"neutral","sentiment_score":0.09005433817704518},{"text":"So, yeah, I'll have this notated and then that you could make a payment any day by next week.","start":625.13,"end":631.91504,"sentiment":"neutral","sentiment_score":0.14338183481442301},{"text":"Alright?","start":632.055,"end":632.555,"sentiment":"neutral","sentiment_score":0.08527404069900513},{"text":"And then if end of 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Who's calling speaking? I'm good. And yourself? Yeah. I'll pay it. Yes, sir. I'm giving you some time. I'll I'll pay it. It was yeah. I'll pay. I'll pay. Just I need to just settle. Yeah. Once I settle, I'll pay I'll pay be by before the end of next week. That's fine. Right? Yeah. Before the end of next week, I'll pay. Okay. When when when you know, the way I may be confused. How how does it work? Okay. That's to be sure I understood. So it's calculated from the first of the month to the end of the month, then due date is the tenth of the next month. Is that? Okay. So the payment that is due is to cover from August 1 to the August 31. Is that correct? That's not how it works for you know, I I work I have other providers, you know. They it covers they give you the invoice at the end of the of the month, then they give you a due date. So you guys are charging before you the service is rendered. That's what I Okay. But, yeah, it's not ideal. But, well, now I know I understand better. But I don't think it's an ideal model, if I'm not saying. But I understand better now because my my thought was the due date for the tenth would be for the previous month, but you're making me understand that you're paying for the bill within the yeah? Yeah. That I understand. But that's what I prefer. I prefer the postpaid rather than the prepaid. No. Okay. Not a problem. But I you're not gonna charge me any late fees. How long how long have I been paying these late fees? Because because I need to understand because if this work has been happening, then I've been paying a lot of late fees. Yeah. Then I think you need to reverse the previous one because I did not have an understanding of how your invoicing works. You know? So What about the one for last month? Okay. No. Not not not 10 not $10. $20 because one yeah. Okay. How about the July? Okay. Okay. Yeah. Yeah. Okay. Okay. No problem. I said, oh, no. Before the end of next week, not this week. So I could pay before by the weekend. I just need to sit down and sort out all the bills. That's all. Yeah. Before between today and end of next week. So it could be before by the over the weekend, I could make the payment. Okay. No problem. For the deductibles. No. No. That's all. You too. Okay. 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Who's calling speaking? I'm good. And yourself? Yeah.\n\nI'll pay it. Yes, sir. I'm giving you some time. I'll I'll pay it. It was yeah.\n\nI'll pay. I'll pay. Just I need to just settle. Yeah. Once I settle, I'll pay I'll pay be by before the end of next week.\n\nThat's fine. Right? Yeah. Before the end of next week, I'll pay. Okay.\n\nWhen when when you know, the way I may be confused. How how does it work? Okay. That's to be sure I understood. So it's calculated from the first of the month to the end of the month, then due date is the tenth of the next month.\n\nIs that? Okay. So the payment that is due is to cover from August 1 to the August 31. Is that correct? That's not how it works for you know, I I work I have other providers, you know.\n\nThey it covers they give you the invoice at the end of the of the month, then they give you a due date. So you guys are charging before you the service is rendered. That's what I Okay. But, yeah, it's not ideal. 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thought was the due date for the tenth would be for the previous month, but you're making me understand that you're paying for the bill within the yeah?","start":308.715,"end":323.93002,"sentiment":"neutral","sentiment_score":-0.031179866371935025},{"text":"Yeah.","start":340.38,"end":340.7,"sentiment":"neutral","sentiment_score":0.05668056756258011},{"text":"That I understand.","start":340.7,"end":341.6,"sentiment":"neutral","sentiment_score":0.05136182407538096},{"text":"But that's what I prefer.","start":341.74,"end":343.02,"sentiment":"neutral","sentiment_score":0.09271904677152634}],"sentiment":"neutral","sentiment_score":-0.08051412665742662,"num_words":57,"start":303.515,"end":343.02},{"sentences":[{"text":"I prefer the postpaid rather than the 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fees.","start":405.38,"end":413.315,"sentiment":"neutral","sentiment_score":-0.3087303726510568},{"text":"Yeah.","start":470.935,"end":471.17502,"sentiment":"neutral","sentiment_score":-0.06094920635223389},{"text":"Then I think you need to reverse the previous one because I did not have an understanding of how your invoicing works.","start":471.17502,"end":477.435,"sentiment":"neutral","sentiment_score":-0.2351379245519638},{"text":"You know?","start":478.375,"end":479.035,"sentiment":"neutral","sentiment_score":-0.08438768237829208}],"sentiment":"neutral","sentiment_score":-0.22967792758396988,"num_words":58,"start":400.58,"end":479.035},{"sentences":[{"text":"So What about the one for last month?","start":481.095,"end":491.11002,"sentiment":"neutral","sentiment_score":-0.05217931978404522},{"text":"Okay.","start":517.05,"end":517.55,"sentiment":"neutral","sentiment_score":0.06354847550392151},{"text":"No.","start":539.54,"end":539.86,"sentiment":"negative","sentiment_score":-0.41932687163352966},{"text":"Not not not 10 not $10.","start":539.86,"end":542.1,"sentiment":"negative","sentiment_score":-0.34947729607423145},{"text":"$20 because one yeah.","start":542.1,"end":545.63995,"sentiment":"neutral","sentiment_score":-0.007350257597863674}],"sentiment":"neutral","sentiment_score":-0.14497388806194067,"num_words":20,"start":481.095,"end":545.63995},{"sentences":[{"text":"Okay.","start":548.89996,"end":549.22,"sentiment":"neutral","sentiment_score":0.02438843995332718},{"text":"How about the July?","start":549.22,"end":550.27997,"sentiment":"neutral","sentiment_score":0.024538401514291763},{"text":"Okay.","start":562.155,"end":562.655,"sentiment":"neutral","sentiment_score":-0.01044134981930256},{"text":"Okay.","start":575.56,"end":576.06,"sentiment":"neutral","sentiment_score":0.14965608716011047},{"text":"Yeah.","start":581.735,"end":582.235,"sentiment":"neutral","sentiment_score":0.04362498223781586}],"sentiment":"neutral","sentiment_score":0.03817272069863975,"num_words":8,"start":548.89996,"end":582.235},{"sentences":[{"text":"Yeah.","start":586.055,"end":586.555,"sentiment":"neutral","sentiment_score":0.013565469533205032},{"text":"Okay.","start":598.62,"end":599.12,"sentiment":"neutral","sentiment_score":0.02660243958234787},{"text":"Okay.","start":604.94,"end":605.34,"sentiment":"neutral","sentiment_score":0.04404381662607193},{"text":"No problem.","start":605.34,"end":606.0,"sentiment":"neutral","sentiment_score":0.1378587707877159},{"text":"I said, oh, no.","start":614.885,"end":615.84503,"sentiment":"neutral","sentiment_score":-0.01286774012260139}],"sentiment":"neutral","sentiment_score":0.034273145202961236,"num_words":9,"start":586.055,"end":615.84503},{"sentences":[{"text":"Before the end of next week, not this week.","start":615.84503,"end":618.245,"sentiment":"neutral","sentiment_score":-0.02399842192729314},{"text":"So I could pay before by the weekend.","start":618.245,"end":620.645,"sentiment":"neutral","sentiment_score":-0.004425620194524527},{"text":"I just need to sit down and sort out all the bills.","start":620.645,"end":623.285,"sentiment":"neutral","sentiment_score":-0.016978452292581398},{"text":"That's all.","start":623.285,"end":624.025,"sentiment":"neutral","sentiment_score":0.0240450631827116},{"text":"Yeah.","start":631.63,"end":632.13,"sentiment":"neutral","sentiment_score":0.11207777261734007}],"sentiment":"neutral","sentiment_score":-0.009217633982189,"num_words":32,"start":615.84503,"end":632.13},{"sentences":[{"text":"Before between today and end of next week.","start":632.35004,"end":634.99005,"sentiment":"neutral","sentiment_score":0.0837917560711503},{"text":"So it could be before by the over the weekend, I could make the payment.","start":634.99005,"end":639.65,"sentiment":"neutral","sentiment_score":0.14062243402004243},{"text":"Okay.","start":649.525,"end":650.005,"sentiment":"neutral","sentiment_score":0.181041955947876},{"text":"No problem.","start":650.005,"end":650.745,"sentiment":"positive","sentiment_score":0.3371884375810623},{"text":"For the deductibles.","start":662.36,"end":663.34,"sentiment":"positive","sentiment_score":0.37453487515449524}],"sentiment":"neutral","sentiment_score":0.1640928970842526,"num_words":29,"start":632.35004,"end":663.34},{"sentences":[{"text":"No.","start":667.995,"end":668.235,"sentiment":"neutral","sentiment_score":-0.09885577857494354},{"text":"No.","start":668.235,"end":668.475,"sentiment":"neutral","sentiment_score":-0.1178181618452072},{"text":"That's all.","start":668.475,"end":669.21497,"sentiment":"neutral","sentiment_score":0.011602069018408656},{"text":"You too.","start":674.315,"end":674.95496,"sentiment":"positive","sentiment_score":0.4127863645553589},{"text":"Okay.","start":674.95496,"end":675.355,"sentiment":"neutral","sentiment_score":0.24644862115383148}],"sentiment":"neutral","sentiment_score":0.12550736398303083,"num_words":7,"start":667.995,"end":675.355},{"sentences":[{"text":"Bye.","start":675.355,"end":675.855,"sentiment":"positive","sentiment_score":0.45147430896759033}],"sentiment":"positive","sentiment_score":0.45147430896759033,"num_words":1,"start":675.355,"end":675.855}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello? Who's calling speaking?\n\nChannel 0: Hi. Good afternoon. This is Airtel. My name is Melissa. I'm from accounts department.\n\nHow are you today, mister Bisong?\n\nChannel 1: I'm good. And yourself?\n\nChannel 0: That's great to hear. I'm fine. Thank you for answering my phone call. We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement. The outstanding is $169.90.\n\nChannel 1: Yeah. I'll pay it. Yes, sir. I'm giving you some time. I'll I'll pay it.\n\nChannel 0: Okay.\n\nChannel 1: It was\n\nChannel 0: Sure. It's\n\nChannel 1: yeah.\n\nChannel 0: for proper documentation when we can expect the settlement for your August invoice so I can have this notated here?\n\nChannel 1: I'll pay. I'll pay. Just I need to just settle. Yeah. Once I settle, I'll pay I'll pay be by before the end of next week.\n\nThat's fine. Right?\n\nChannel 0: Next week.\n\nChannel 1: Yeah. Before the end of next week, I'll pay.\n\nChannel 0: Okay. Sure. Sure. I'll go ahead and have this noted. And then in case you would like to set up a direct debit, just let us know.\n\nOkay? In that way, we have it on file. But I will make\n\nChannel 1: Okay.\n\nChannel 0: a documentation that you can make the payment next week. Please ensure it will be settled. Alright?\n\nChannel 1: When when when you know, the way I may be confused. How\n\nChannel 0: Yeah.\n\nChannel 1: how does it work?\n\nChannel 0: Okay. I'm sure. Yeah. I can feel that. Usually, our billing process is set up on our system.\n\nAll active account, all active services are being sent an invoice every first of each month, and that invoice cover the service period from August 1 to thirtieth. And then the due date of that invoice sent August August 1 will be due August 11. Reason why it's showing overdue on our end. And then if there is no go ahead.\n\nChannel 1: Okay. That's to be sure I understood. So it's calculated from the first of the month to the end of the month, then due date is the tenth of the next month.\n\nChannel 0: No.\n\nChannel 1: Is that?\n\nChannel 0: The invoice that we sent August 1, that's cover your Internet services from August '30. However,\n\nChannel 1: Okay.\n\nChannel 0: that payable amount will be due this month, which is yesterday, every 11 of each month. And it's set up on our system, all invoices are not paid. The latest, the 11, will be assessed for a late fee. So every 12 of each month, there is a late fee billed to those accounts that were not paid on time. Reason why we are, recommending our customer to set up a direct debit, added convenience, ensure payments are on time, and avoid late fee.\n\nChannel 1: So the payment that is due\n\nChannel 0: Mm-mm.\n\nChannel 1: is to cover from August 1 to the August 31. Is that correct?\n\nChannel 0: That is, yes, that is correct. Because we\n\nChannel 1: That's\n\nChannel 0: are\n\nChannel 1: not\n\nChannel 0: also\n\nChannel 1: how it works for you know, I I work I have other providers, you\n\nChannel 0: mhmm.\n\nChannel 1: know. They it covers they give you the invoice at the end of the of the month, then they give you a due date. So you guys are charging before you the service is rendered. That's\n\nChannel 0: Yeah.\n\nChannel 1: what I\n\nChannel 0: Because all service provider, Internet service provider have an option how to set up their billing process. Those cases, that what we call postpaid. The service has been used before the payment will be made. However, in this cases, it it will be a prepaid because we are paying ahead of of time to the network partnered network. Like, this this August services has been paid already last July.\n\nSo our billing process is set up prepaid. All Internet services provider in Australia has an option how they would like to set up their billing process, and also it's aligned to their network partner. Because we have a lot of network partner. Yours is Supa, Gigafy, Opticom, Linham, and we are paying in advance to them with the services that we're providing to our customers. Reason why our billing process is like this, it's on a prepaid.\n\nEvery first, all invoices cover the full current month, and it it's due every eleventh of each month.\n\nChannel 1: Okay. But, yeah, it's not ideal. But, well, now I know I understand better. But I don't think it's an ideal model, if I'm not saying. But I understand better now because my my thought was the due date for the tenth would be for the previous month, but you're making me understand that you're\n\nChannel 0: Yeah.\n\nChannel 1: paying\n\nChannel 0: And\n\nChannel 1: for the\n\nChannel 0: thank\n\nChannel 1: bill\n\nChannel 0: you for\n\nChannel 1: within the yeah?\n\nChannel 0: yes. That's right. It can be possible like that if the Internet service is set up for a postpaid. Like, the the the invoice that you're paying this month has been the services July. That's what we call postpaid.\n\nBut\n\nChannel 1: Yeah.\n\nChannel 0: as\n\nChannel 1: That\n\nChannel 0: I've\n\nChannel 1: I\n\nChannel 0: mentioned\n\nChannel 1: understand. But that's what I prefer. I prefer the postpaid rather than the prepaid.\n\nChannel 0: yeah.\n\nChannel 1: No.\n\nChannel 0: But our billing process here in us atrial AU is set up prepaid. We're in the current month.\n\nChannel 1: Okay. Not a problem.\n\nChannel 0: Yeah.\n\nChannel 1: But I you're not gonna charge me any late fees.\n\nChannel 0: Yeah. That's the thing. Right? Reason why we are doing a calls to our customer to understand to see the reason why it was not paid on time. So nothing to worry.\n\nHere's what I'm going to do in here. Okay? I will go ahead and waive the $10 late fee. Because as I've mentioned, it's already been billed. It's automatic.\n\nWe're not doing it manually. It's automatic setup on our system. All invoices these invoices of August has not been paid on time yesterday. And then the next day to date of the '12 has been assessed for a late fee. It was added to the current\n\nChannel 1: How\n\nChannel 0: bill.\n\nChannel 1: long how\n\nChannel 0: But\n\nChannel 1: long have I been paying these late fees?\n\nChannel 0: No. Actually,\n\nChannel 1: Because\n\nChannel 0: you've\n\nChannel 1: because I need to understand because if this work has been happening, then I've been paying a\n\nChannel 0: no.\n\nChannel 1: lot\n\nChannel 0: No.\n\nChannel 1: of late\n\nChannel 0: It's\n\nChannel 1: fees.\n\nChannel 0: just this late fees has been billed, started last month. Let me check if you have a late fee July. This just started July. Because before we remove it, and then we've they work with our back end to set this up. One moment here.\n\nLet me check. Reason why we're we're also recommending you to set up Direct Debit because it's already been automatically set up. Okay. I'm checking your invoice. Okay?\n\nJust to make sure here. Yeah. That was correct. You've started getting the late fee last month. You got a late fee of $10, and then this month, your August invoice.\n\nChannel 1: Yeah. Then I think you need to reverse the previous one because I did not have an understanding of how your invoicing works. You know?\n\nChannel 0: Yeah. I know. You know,\n\nChannel 1: So\n\nChannel 0: I hope you understand. It clarifies everything, but no worries with this. Okay? I've already waived your\n\nChannel 1: What about the one\n\nChannel 0: late\n\nChannel 1: for last\n\nChannel 0: fee\n\nChannel 1: month?\n\nChannel 0: Late fee here. And then go back to $1.59. Okay. And then since the July invoice has been paid including the late fee, what I'm going to do is the $10 late fee assessed to your July bill, I will deduct it from your August invoice. So your\n\nChannel 1: Okay.\n\nChannel 0: original invoice is $159.90. That's no late fee. I waive it because you have not paid it. I can edit it or modify. But if the invoice has been paid, we can no longer modify it.\n\nSo what I'm going to do is I will just put here $10 less so it will deduct to your\n\nChannel 1: No.\n\nChannel 0: outstanding.\n\nChannel 1: Not not not 10 not $10. $20 because one\n\nChannel 0: I waive mister Bissang,\n\nChannel 1: yeah.\n\nChannel 0: I waive it. I waive the August. I remove it.\n\nChannel 1: Okay.\n\nChannel 0: I remove\n\nChannel 1: How about\n\nChannel 0: it.\n\nChannel 1: the July?\n\nChannel 0: I will credit it. That's what I'm trying to explain to you. So earlier, your your original bill for this August, total is $159.90. You\n\nChannel 1: Okay.\n\nChannel 0: got a late fee of $10. So the total before I called you is $169.90. I waived the late fee August. I remove it. So it went back to $1.59 90.\n\nRight? That's\n\nChannel 1: Okay.\n\nChannel 0: your original amount without a late fee. And then you're asking for a July fee waiver. Right? $10.\n\nChannel 1: Yeah.\n\nChannel 0: So I cannot waive it to the July invoice because it's\n\nChannel 1: Yeah.\n\nChannel 0: already been paid, and that's last month. What I'm going to do is from your $1.59 90, I will credit the $10 minus $10. So your\n\nChannel 1: Okay.\n\nChannel 0: outstanding will go down to $149.90.\n\nChannel 1: Okay.\n\nChannel 0: K?\n\nChannel 1: No problem.\n\nChannel 0: So you're getting two waivers, July and August. And then you said you can make a payment on Friday?\n\nChannel 1: I said, oh, no. Before the end of next week, not this week. So I could pay before by\n\nChannel 0: Okay.\n\nChannel 1: the weekend. I just need to sit\n\nChannel 0: Okay.\n\nChannel 1: down and sort out all the bills. That's all.\n\nChannel 0: Mhmm. I understand that. So, yeah, I'll have this notated and then that you could make a payment any day by next week.\n\nChannel 1: Yeah.\n\nChannel 0: Alright?\n\nChannel 1: Before between\n\nChannel 0: And then if\n\nChannel 1: today and end of next week. So it could\n\nChannel 0: end\n\nChannel 1: be\n\nChannel 0: of\n\nChannel 1: before\n\nChannel 0: next.\n\nChannel 1: by the over the weekend, I could make the payment.\n\nChannel 0: Okay. Surely. Surely. And I hope by next month, the payment will be processed on time so we don't need to do this again. Alright?\n\nChannel 1: Okay. No problem.\n\nChannel 0: Alright. Thank you so much, mister Bissang, for your time, and I appreciate your asking the questions that needs a clarification. We really appreciate that,\n\nChannel 1: For\n\nChannel 0: at\n\nChannel 1: the\n\nChannel 0: least.\n\nChannel 1: deductibles.\n\nChannel 0: Yeah. Alright. Anything else? Any questions about your\n\nChannel 1: No.\n\nChannel 0: bill?\n\nChannel 1: No. That's all.\n\nChannel 0: Okay. That's perfect. Thank you so much. Have a good one, and be safe. Okay?\n\nChannel 1: You too. Okay.\n\nChannel 0: Thank\n\nChannel 1: Bye.\n\nChannel 0: you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.4399999,"end":1.5999999,"sentiment":"neutral","sentiment_score":0.0010107869748026133},{"text":"Who's calling speaking?","start":1.5999999,"end":2.5,"sentiment":"neutral","sentiment_score":-0.0009143559727817774}],"sentiment":"neutral","sentiment_score":-0.0004330702358856797,"channel":1,"num_words":4,"start":1.4399999,"end":2.5},{"sentences":[{"text":"Hi.","start":3.36,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.09338750690221786},{"text":"Good afternoon.","start":3.6799998,"end":4.42,"sentiment":"neutral","sentiment_score":0.21015773713588715},{"text":"This is Airtel.","start":5.12,"end":6.02,"sentiment":"neutral","sentiment_score":0.17034156123797098},{"text":"My name is Melissa.","start":6.24,"end":7.2999997,"sentiment":"neutral","sentiment_score":0.12491602823138237},{"text":"I'm from accounts department.","start":7.3599997,"end":8.82,"sentiment":"neutral","sentiment_score":0.13826867192983627}],"sentiment":"neutral","sentiment_score":0.14839046182376997,"channel":0,"num_words":14,"start":3.36,"end":8.82},{"sentences":[{"text":"How are you today, mister Bisong?","start":8.96,"end":10.66,"sentiment":"neutral","sentiment_score":0.2322009727358818}],"sentiment":"neutral","sentiment_score":0.2322009727358818,"channel":0,"num_words":6,"start":8.96,"end":10.66},{"sentences":[{"text":"I'm good.","start":11.2,"end":11.679999,"sentiment":"positive","sentiment_score":0.35960087180137634},{"text":"And yourself?","start":11.679999,"end":12.42,"sentiment":"neutral","sentiment_score":0.22436148673295975}],"sentiment":"neutral","sentiment_score":0.29198117926716805,"channel":1,"num_words":4,"start":11.2,"end":12.42},{"sentences":[{"text":"That's great to hear.","start":12.965,"end":13.844999,"sentiment":"positive","sentiment_score":0.6505792289972305},{"text":"I'm fine.","start":13.844999,"end":14.325,"sentiment":"positive","sentiment_score":0.46157124638557434},{"text":"Thank you for answering my phone call.","start":14.325,"end":16.244999,"sentiment":"positive","sentiment_score":0.4828340198312487},{"text":"We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement.","start":16.244999,"end":26.345,"sentiment":"neutral","sentiment_score":0.08721500800715552},{"text":"The outstanding is $169.90.","start":27.24,"end":30.94,"sentiment":"neutral","sentiment_score":-0.048241996206343174}],"sentiment":"neutral","sentiment_score":0.20607124497605997,"channel":0,"num_words":44,"start":12.965,"end":30.94},{"sentences":[{"text":"Yeah.","start":31.390001,"end":31.630001,"sentiment":"neutral","sentiment_score":0.03921547532081604},{"text":"I'll pay it.","start":31.630001,"end":32.53,"sentiment":"neutral","sentiment_score":0.06481969356536865},{"text":"Yes, sir.","start":32.99,"end":33.55,"sentiment":"neutral","sentiment_score":0.13038720935583115},{"text":"I'm giving you some time.","start":33.55,"end":34.670002,"sentiment":"neutral","sentiment_score":0.041458640992641446},{"text":"I'll I'll pay it.","start":34.670002,"end":35.89,"sentiment":"neutral","sentiment_score":0.08216462284326553}],"sentiment":"neutral","sentiment_score":0.06869337807099024,"channel":1,"num_words":15,"start":31.390001,"end":35.89},{"sentences":[{"text":"Okay.","start":36.68,"end":37.16,"sentiment":"neutral","sentiment_score":0.06277753412723541}],"sentiment":"neutral","sentiment_score":0.06277753412723541,"channel":0,"num_words":1,"start":36.68,"end":37.16},{"sentences":[{"text":"It was","start":36.91,"end":37.39,"sentiment":"neutral","sentiment_score":0.05586002394556999}],"sentiment":"neutral","sentiment_score":0.05586002394556999,"channel":1,"num_words":2,"start":36.91,"end":37.39},{"sentences":[{"text":"Sure.","start":37.16,"end":37.48,"sentiment":"neutral","sentiment_score":0.07686163485050201},{"text":"It's","start":37.48,"end":37.72,"sentiment":"neutral","sentiment_score":0.06986905634403229}],"sentiment":"neutral","sentiment_score":0.07336534559726715,"channel":0,"num_words":2,"start":37.16,"end":37.72},{"sentences":[{"text":"yeah.","start":37.55,"end":38.05,"sentiment":"neutral","sentiment_score":0.059651780873537064}],"sentiment":"neutral","sentiment_score":0.059651780873537064,"channel":1,"num_words":1,"start":37.55,"end":38.05},{"sentences":[{"text":"for proper documentation when we can expect the settlement for your August invoice so I can have this notated here?","start":37.72,"end":45.745,"sentiment":"neutral","sentiment_score":0.039833434764295815}],"sentiment":"neutral","sentiment_score":0.039833434764295815,"channel":0,"num_words":20,"start":37.72,"end":45.745},{"sentences":[{"text":"I'll pay.","start":46.005,"end":48.085,"sentiment":"neutral","sentiment_score":0.025376630946993828},{"text":"I'll pay.","start":48.085,"end":48.725002,"sentiment":"neutral","sentiment_score":0.03445579670369625},{"text":"Just I need to just settle.","start":48.725002,"end":50.905003,"sentiment":"neutral","sentiment_score":-0.011001662661631903},{"text":"Yeah.","start":51.125,"end":51.525,"sentiment":"neutral","sentiment_score":0.04864327609539032},{"text":"Once I settle, I'll pay I'll pay be by before the end of next week.","start":51.525,"end":55.125,"sentiment":"neutral","sentiment_score":0.07479535217086473}],"sentiment":"neutral","sentiment_score":0.04708570915345962,"channel":1,"num_words":26,"start":46.005,"end":55.125},{"sentences":[{"text":"That's fine.","start":55.125,"end":55.945,"sentiment":"neutral","sentiment_score":0.13660625740885735},{"text":"Right?","start":56.085,"end":56.585,"sentiment":"neutral","sentiment_score":0.08873803168535233}],"sentiment":"neutral","sentiment_score":0.12065018216768901,"channel":1,"num_words":3,"start":55.125,"end":56.585},{"sentences":[{"text":"Next week.","start":57.005,"end":57.78,"sentiment":"neutral","sentiment_score":0.03672743774950504}],"sentiment":"neutral","sentiment_score":0.03672743774950504,"channel":0,"num_words":2,"start":57.005,"end":57.78},{"sentences":[{"text":"Yeah.","start":58.245003,"end":58.565002,"sentiment":"neutral","sentiment_score":0.04385080188512802},{"text":"Before the end of next week, I'll pay.","start":58.565002,"end":60.585,"sentiment":"neutral","sentiment_score":0.023844216018915176}],"sentiment":"neutral","sentiment_score":0.026067170004049938,"channel":1,"num_words":9,"start":58.245003,"end":60.585},{"sentences":[{"text":"Okay.","start":61.62,"end":62.12,"sentiment":"neutral","sentiment_score":0.0698460191488266},{"text":"Sure.","start":62.34,"end":62.579998,"sentiment":"neutral","sentiment_score":0.0863940417766571},{"text":"Sure.","start":62.579998,"end":62.899998,"sentiment":"neutral","sentiment_score":0.08807539194822311},{"text":"I'll go ahead and have this noted.","start":62.899998,"end":64.84,"sentiment":"neutral","sentiment_score":0.10955382564238139},{"text":"And then in case you would like to set up a direct debit, just let us 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you can make the payment next week.","start":75.155,"end":78.295,"sentiment":"neutral","sentiment_score":0.03396248910576105},{"text":"Please ensure it will be settled.","start":78.435005,"end":80.035,"sentiment":"neutral","sentiment_score":0.04814359297355016},{"text":"Alright?","start":80.035,"end":80.535,"sentiment":"neutral","sentiment_score":0.0036500482819974422}],"sentiment":"neutral","sentiment_score":0.03718449983417111,"channel":0,"num_words":17,"start":75.155,"end":80.535},{"sentences":[{"text":"When when when you know, the way I may be 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worry.","start":373.91,"end":375.37,"sentiment":"neutral","sentiment_score":0.21918914839625359}],"sentiment":"neutral","sentiment_score":0.06751914462074637,"channel":0,"num_words":32,"start":362.615,"end":375.37},{"sentences":[{"text":"Here's what I'm going to do in here.","start":376.07,"end":377.67,"sentiment":"neutral","sentiment_score":0.22562800534069538},{"text":"Okay?","start":377.67,"end":378.17,"sentiment":"neutral","sentiment_score":0.18582500517368317},{"text":"I will go ahead and waive the $10 late fee.","start":378.365,"end":381.725,"sentiment":"neutral","sentiment_score":0.11510137841105461},{"text":"Because as I've mentioned, it's already been billed.","start":381.725,"end":383.565,"sentiment":"neutral","sentiment_score":0.08662025816738605},{"text":"It's automatic.","start":383.565,"end":384.385,"sentiment":"neutral","sentiment_score":0.10147720947861671}],"sentiment":"neutral","sentiment_score":0.13923376952779704,"channel":0,"num_words":29,"start":376.07,"end":384.385},{"sentences":[{"text":"We're not doing it manually.","start":384.445,"end":385.965,"sentiment":"neutral","sentiment_score":-0.044055614806711677},{"text":"It's automatic setup on our system.","start":385.965,"end":388.305,"sentiment":"neutral","sentiment_score":0.016080451081506908},{"text":"All invoices these invoices of August has not been paid on time yesterday.","start":388.685,"end":393.825,"sentiment":"neutral","sentiment_score":-0.2812930506009322},{"text":"And then the next day to date of the '12 has been assessed for a late fee.","start":394.42,"end":398.66,"sentiment":"neutral","sentiment_score":-0.09662914451430826},{"text":"It was added to the 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I need to understand because if this work has been happening, then I've been paying 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your original bill for this August, total is $159.90.","start":554.445,"end":561.81,"sentiment":"neutral","sentiment_score":0.01994975283741951},{"text":"You","start":562.05,"end":562.29,"sentiment":"neutral","sentiment_score":-0.009642649441957474}],"sentiment":"neutral","sentiment_score":0.08456352099776268,"channel":0,"num_words":25,"start":551.165,"end":562.29},{"sentences":[{"text":"Okay.","start":562.155,"end":562.655,"sentiment":"neutral","sentiment_score":-0.01044134981930256}],"sentiment":"neutral","sentiment_score":-0.01044134981930256,"channel":1,"num_words":1,"start":562.155,"end":562.655},{"sentences":[{"text":"got a late fee of $10.","start":562.29,"end":563.73,"sentiment":"neutral","sentiment_score":-0.04326475287477175},{"text":"So the total before I called you is $169.90.","start":563.73,"end":568.63,"sentiment":"neutral","sentiment_score":-0.01738427760493424},{"text":"I waived the late fee 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your","start":598.14,"end":598.86005,"sentiment":"neutral","sentiment_score":0.051233116537332535}],"sentiment":"neutral","sentiment_score":0.0521920147853402,"channel":0,"num_words":26,"start":586.075,"end":598.86005},{"sentences":[{"text":"Okay.","start":598.62,"end":599.12,"sentiment":"neutral","sentiment_score":0.02660243958234787}],"sentiment":"neutral","sentiment_score":0.02660243958234787,"channel":1,"num_words":1,"start":598.62,"end":599.12},{"sentences":[{"text":"outstanding will go down to $149.90.","start":598.86005,"end":604.395,"sentiment":"neutral","sentiment_score":0.01765978957215945}],"sentiment":"neutral","sentiment_score":0.01765978957215945,"channel":0,"num_words":6,"start":598.86005,"end":604.395},{"sentences":[{"text":"Okay.","start":604.94,"end":605.34,"sentiment":"neutral","sentiment_score":0.04404381662607193}],"sentiment":"neutral","sentiment_score":0.04404381662607193,"channel":1,"num_words":1,"start":604.94,"end":605.34},{"sentences":[{"text":"K?","start":605.195,"end":605.59503,"sentiment":"neutral","sentiment_score":0.04371044412255287}],"sentiment":"neutral","sentiment_score":0.04371044412255287,"channel":0,"num_words":1,"start":605.195,"end":605.59503},{"sentences":[{"text":"No problem.","start":605.34,"end":606.0,"sentiment":"neutral","sentiment_score":0.1378587707877159}],"sentiment":"neutral","sentiment_score":0.1378587707877159,"channel":1,"num_words":2,"start":605.34,"end":606.0},{"sentences":[{"text":"So you're getting two waivers, July and August.","start":605.59503,"end":608.895,"sentiment":"neutral","sentiment_score":0.06257850397378206},{"text":"And then you said you can make a payment on Friday?","start":609.195,"end":613.615,"sentiment":"neutral","sentiment_score":0.04366712458431721}],"sentiment":"neutral","sentiment_score":0.05162981064303925,"channel":0,"num_words":19,"start":605.59503,"end":613.615},{"sentences":[{"text":"I said, oh, no.","start":614.885,"end":615.84503,"sentiment":"neutral","sentiment_score":-0.01286774012260139},{"text":"Before the end of next week, not this week.","start":615.84503,"end":618.245,"sentiment":"neutral","sentiment_score":-0.02399842192729314},{"text":"So I could pay before 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could","start":634.99005,"end":635.63,"sentiment":"neutral","sentiment_score":0.11341829349597295}],"sentiment":"neutral","sentiment_score":0.10374803096055984,"channel":1,"num_words":9,"start":633.31006,"end":635.63},{"sentences":[{"text":"end","start":635.495,"end":635.815,"sentiment":"neutral","sentiment_score":0.15113022923469543}],"sentiment":"neutral","sentiment_score":0.15113022923469543,"channel":0,"num_words":1,"start":635.495,"end":635.815},{"sentences":[{"text":"be","start":635.63,"end":635.95,"sentiment":"neutral","sentiment_score":0.10674510896205902}],"sentiment":"neutral","sentiment_score":0.10674510896205902,"channel":1,"num_words":1,"start":635.63,"end":635.95},{"sentences":[{"text":"of","start":635.815,"end":635.97504,"sentiment":"neutral","sentiment_score":0.0959850549697876}],"sentiment":"neutral","sentiment_score":0.0959850549697876,"channel":0,"num_words":1,"start":635.815,"end":635.97504},{"sentences":[{"text":"before","start":635.95,"end":636.45,"sentiment":"neutral","sentiment_score":0.10108455270528792}],"sentiment":"neutral","sentiment_score":0.10108455270528792,"channel":1,"num_words":1,"start":635.95,"end":636.45},{"sentences":[{"text":"next.","start":635.97504,"end":636.47504,"sentiment":"neutral","sentiment_score":0.124029278755188}],"sentiment":"neutral","sentiment_score":0.124029278755188,"channel":0,"num_words":1,"start":635.97504,"end":636.47504},{"sentences":[{"text":"by the over the weekend, I could make the payment.","start":636.83,"end":639.65,"sentiment":"neutral","sentiment_score":0.15612519681453704}],"sentiment":"neutral","sentiment_score":0.15612519681453704,"channel":1,"num_words":10,"start":636.83,"end":639.65},{"sentences":[{"text":"Okay.","start":639.17505,"end":639.67505,"sentiment":"neutral","sentiment_score":0.21342942118644712},{"text":"Surely.","start":640.055,"end":640.555,"sentiment":"neutral","sentiment_score":0.2232302874326706},{"text":"Surely.","start":640.615,"end":641.115,"sentiment":"neutral","sentiment_score":0.27231600880622864},{"text":"And I hope by next month, the payment will be processed on time so we don't need to do this again.","start":641.335,"end":647.73,"sentiment":"neutral","sentiment_score":0.3052027984744027},{"text":"Alright?","start":647.87,"end":648.37,"sentiment":"neutral","sentiment_score":0.1878713816404343}],"sentiment":"neutral","sentiment_score":0.2922442346811295,"channel":0,"num_words":25,"start":639.17505,"end":648.37},{"sentences":[{"text":"Okay.","start":649.525,"end":650.005,"sentiment":"neutral","sentiment_score":0.181041955947876},{"text":"No problem.","start":650.005,"end":650.745,"sentiment":"positive","sentiment_score":0.3371884375810623}],"sentiment":"neutral","sentiment_score":0.2851396103700002,"channel":1,"num_words":3,"start":649.525,"end":650.745},{"sentences":[{"text":"Alright.","start":650.67,"end":651.17,"sentiment":"positive","sentiment_score":0.3801242709159851},{"text":"Thank you so much, mister Bissang, for your time, and I appreciate your asking the questions that needs a clarification.","start":651.31,"end":659.205,"sentiment":"positive","sentiment_score":0.6090675286948681},{"text":"We really appreciate 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bye.","start":675.9389,"end":676.6789,"sentiment":"neutral","sentiment_score":0.06203935667872429}],"sentiment":"neutral","sentiment_score":0.1913262978196144,"channel":0,"num_words":3,"start":675.6189,"end":676.6789}]},"summary":{"result":"success","short":"The representative from an accounts department calls Mr. Bisong to check if he needs any assistance processing a payment of $169.90 for his August internet services. The payment is due the next day and will be paid before the end of the month. The billing process is set up as prepaid, and the late fee is assessed to the customer's July invoice and can be adjusted for future invoices. The agent recommends setting up Direct Debit to avoid late fees and offers to waive the late fee if the customer pays before the end of the next week. The customer agrees to make a payment on Friday and the agent notes their request."},"intents":{"segments":[{"text":"We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement. The outstanding is $169.90. Yeah.","start_word":41,"end_word":72,"intents":[{"intent":"Process payment","confidence_score":0.7902207},{"intent":"Pay settlement","confidence_score":0.10232927},{"intent":"Verify settlement","confidence_score":0.008773471},{"intent":"Confirm settlement","confidence_score":0.040245518}]},{"text":"I'll pay it. Yes, sir. I'm giving you some time. I'll I'll pay it. Okay.","start_word":73,"end_word":87,"intents":[{"intent":"Schedule payment","confidence_score":0.00037818588}]},{"text":"what I Because all service provider, Internet service provider have an option how to set up their billing process.","start_word":527,"end_word":545,"intents":[{"intent":"Set up billing process","confidence_score":0.42933562}]},{"text":"Reason why our billing process is like this, it's on a prepaid. Every first, all invoices cover the full current month, and it it's due every eleventh of each month. Okay.","start_word":664,"end_word":694,"intents":[{"intent":"Request clarification on billing process","confidence_score":0.002734809}]},{"text":"long But how long have I been paying these late fees? No.","start_word":966,"end_word":977,"intents":[{"intent":"Request clarification on fees","confidence_score":0.00031286114}]},{"text":"$20 because one I waive mister Bissang, yeah. I waive it. I waive the August.","start_word":1280,"end_word":1294,"intents":[{"intent":"Request waiver","confidence_score":0.10436142}]}]},"sentiments":{"segments":[{"text":"Hello? Who's calling speaking? Hi. Good afternoon. This is Airtel. My name is Melissa. I'm from accounts department. How are you today, mister Bisong?","start_word":0,"end_word":23,"sentiment":"neutral","sentiment_score":0.14027182757854462},{"text":"I'm good.","start_word":24,"end_word":25,"sentiment":"positive","sentiment_score":0.35757654905319214},{"text":"And yourself?","start_word":26,"end_word":27,"sentiment":"neutral","sentiment_score":0.23914781212806704},{"text":"That's great to hear. I'm fine. Thank you for answering my phone call.","start_word":28,"end_word":40,"sentiment":"positive","sentiment_score":0.5315406918525696},{"text":"We're just checking in if you need any assistance to process the payment because it's due yesterday, your August Internet services, and we haven't received the settlement. The outstanding is $169.90. Yeah. I'll pay it. Yes, sir. I'm giving you some time. I'll I'll pay it. Okay. It was Sure. It's yeah. for proper documentation when we can expect the settlement for your August invoice so I can have this notated here? I'll pay. I'll pay. Just I need to just settle. Yeah. Once I settle, I'll pay I'll pay be by before the end of next week. That's fine. Right? Next week. Yeah. Before the end of next week, I'll pay. Okay. Sure. Sure. I'll go ahead and have this noted. And then in case you would like to set up a direct debit, just let us know. Okay? In that way, we have it on file. But I will make Okay. a documentation that you can make the payment next week. Please ensure it will be settled. Alright? When when when you know, the way I may be confused. How Yeah. how does it work? Okay. I'm sure. Yeah. I can feel that. Usually, our billing process is set up on our system. All active account, all active services are being sent an invoice every first of each month, and that invoice cover the service period from August 1 to thirtieth. And then the due date of that invoice sent August August 1 will be due August 11. Reason why it's showing overdue on our end. And then if there is no go ahead. Okay. That's to be sure I understood. So it's calculated from the first of the month to the end of the month, then due date is the tenth of the next month. No. Is that? The invoice that we sent August 1, that's cover your Internet services from August '30. However, Okay. that payable amount will be due this month, which is yesterday, every 11 of each month. And it's set up on our system, all invoices are not paid. The latest, the 11, will be assessed for a late fee. So every 12 of each month, there is a late fee billed to those accounts that were not paid on time. Reason why we are, recommending our customer to set up a direct debit, added convenience, ensure payments are on time, and avoid late fee. So the payment that is due Mm-mm. is to cover from August 1 to the August 31. Is that correct?","start_word":41,"end_word":462,"sentiment":"neutral","sentiment_score":-0.007620809074508918},{"text":"That is, yes, that is correct.","start_word":463,"end_word":468,"sentiment":"positive","sentiment_score":0.35532861948013306},{"text":"Because we That's are not also how it works for you know, I I work I have other providers, you mhmm. know. They it covers they give you the invoice at the end of the of the month, then they give you a due date. So you guys are charging before you the service is rendered. That's Yeah. what I Because all service provider, Internet service provider have an option how to set up their billing process. Those cases, that what we call postpaid. The service has been used before the payment will be made. However, in this cases, it it will be a prepaid because we are paying ahead of of time to the network partnered network. Like, this this August services has been paid already last July. So our billing process is set up prepaid. All Internet services provider in Australia has an option how they would like to set up their billing process, and also it's aligned to their network partner. Because we have a lot of network partner. Yours is Supa, Gigafy, Opticom, Linham, and we are paying in advance to them with the services that we're providing to our customers. Reason why our billing process is like this, it's on a prepaid. Every first, all invoices cover the full current month, and it it's due every eleventh of each month. Okay.","start_word":469,"end_word":694,"sentiment":"neutral","sentiment_score":0.044432780449896785},{"text":"But, yeah, it's not ideal.","start_word":695,"end_word":699,"sentiment":"negative","sentiment_score":-0.3946210443973541},{"text":"But, well, now I know I understand better.","start_word":700,"end_word":707,"sentiment":"neutral","sentiment_score":-0.2013395130634308},{"text":"But I don't think it's an ideal model, if I'm not saying.","start_word":708,"end_word":719,"sentiment":"negative","sentiment_score":-0.3486316502094269},{"text":"But I understand better now because my my thought was the due date for the tenth would be for the previous month, but you're making me understand that you're Yeah. paying And for the thank bill you for within the yeah? yes. That's right. It can be possible like that if the Internet service is set up for a postpaid. Like, the the the invoice that you're paying this month has been the services July. That's what we call postpaid. But Yeah. as That I've mentioned I understand. But that's what I prefer. I prefer the postpaid rather than the prepaid. yeah. No. But our billing process here in us atrial AU is set up prepaid. We're in the current month. Okay. Not a problem. Yeah. But I you're not gonna charge me any late fees. Yeah. That's the thing. Right? Reason why we are doing a calls to our customer to understand to see the reason why it was not paid on time. So nothing to worry. Here's what I'm going to do in here. Okay? I will go ahead and waive the $10 late fee. Because as I've mentioned, it's already been billed. It's automatic. We're not doing it manually. It's automatic setup on our system. All invoices these invoices of August has not been paid on time yesterday. And then the next day to date of the '12 has been assessed for a late fee. It was added to the current How bill. long But how long have I been paying these late fees?","start_word":720,"end_word":976,"sentiment":"neutral","sentiment_score":0.05417861369101454},{"text":"No.","start_word":977,"end_word":977,"sentiment":"negative","sentiment_score":-0.39423441886901855},{"text":"Actually, Because you've because I need to understand because if this work has been happening, then I've been paying a no. lot No. of late It's fees. just this late fees has been billed, started last month. Let me check if you have a late fee July. This just started July. Because before we remove it, and then we've they work with our back end to set this up. One moment here. Let me check. Reason why we're we're also recommending you to set up Direct Debit because it's already been automatically set up. Okay. I'm checking your invoice. Okay? Just to make sure here. Yeah. That was correct. You've started getting the late fee last month. You got a late fee of $10, and then this month, your August invoice. Yeah. Then I think you need to reverse the previous one because I did not have an understanding of how your invoicing works. You know? Yeah. I know. You know, So I hope you understand. It clarifies everything, but no worries with this. Okay? I've already waived your What about the one late for last fee month? Late fee here. And then go back to $1.59. Okay. And then since the July invoice has been paid including the late fee, what I'm going to do is the $10 late fee assessed to your July bill, I will deduct it from your August invoice. So your Okay. original invoice is $159.90. That's no late fee. I waive it because you have not paid it. I can edit it or modify. But if the invoice has been paid, we can no longer modify it. So what I'm going to do is I will just put here $10 less so it will deduct to your No.","start_word":978,"end_word":1271,"sentiment":"neutral","sentiment_score":-0.046424321830272675},{"text":"outstanding. Not not not 10 not $10.","start_word":1272,"end_word":1278,"sentiment":"negative","sentiment_score":-0.3961976766586304},{"text":"$20 because one I waive mister Bissang, yeah. I waive it. I waive the August. I remove it. Okay. I remove How about it. the July? I will credit it. That's what I'm trying to explain to you. So earlier, your your original bill for this August, total is $159.90. You Okay. got a late fee of $10. So the total before I called you is $169.90. I waived the late fee August. I remove it. So it went back to $1.59 90. Right? That's Okay. your original amount without a late fee. And then you're asking for a July fee waiver. Right? $10. Yeah. So I cannot waive it to the July invoice because it's Yeah. already been paid, and that's last month. What I'm going to do is from your $1.59 90, I will credit the $10 minus $10. So your Okay. outstanding will go down to $149.90. Okay. K? No problem. So you're getting two waivers, July and August. And then you said you can make a payment on Friday? I said, oh, no. Before the end of next week, not this week. So I could pay before by Okay. the weekend. I just need to sit Okay. down and sort out all the bills. That's all. Mhmm. I understand that. So, yeah, I'll have this notated and then that you could make a payment any day by next week. Yeah. Alright? Before between And then if today and end of next week. So it could end be of before next. by the over the weekend, I could make the payment. Okay. Surely. Surely. And I hope by next month, the payment will be processed on time so we don't need to do this again. Alright? Okay.","start_word":1279,"end_word":1568,"sentiment":"neutral","sentiment_score":0.06611475348472595},{"text":"No problem. Alright. Thank you so much, mister Bissang, for your time, and I appreciate your asking the questions that needs a clarification. We really appreciate that, For at the least.","start_word":1569,"end_word":1599,"sentiment":"positive","sentiment_score":0.5555618386114797},{"text":"deductibles. Yeah. Alright. Anything else? Any questions about your No. bill? No. That's all.","start_word":1600,"end_word":1613,"sentiment":"neutral","sentiment_score":0.055726684629917145},{"text":"Okay. That's perfect. Thank you so much. Have a good one, and be safe. Okay? You too.","start_word":1614,"end_word":1630,"sentiment":"positive","sentiment_score":0.6701663136482239},{"text":"Okay.","start_word":1631,"end_word":1631,"sentiment":"neutral","sentiment_score":0.24644862115383148},{"text":"Thank Bye. you.","start_word":1632,"end_word":1634,"sentiment":"positive","sentiment_score":0.4647742509841919},{"text":"Bye bye.","start_word":1635,"end_word":1636,"sentiment":"neutral","sentiment_score":0.21811512112617493}],"average":{"sentiment":"neutral","sentiment_score":0.04057365810886886}}}}