{"metadata":{"transaction_key":"deprecated","request_id":"01a0f4a1-896d-7153-982b-b32081a4b0eb","sha256":"0291d6ce5c6c0e637fe6ed3d16b2aa6a34a14829a9a6e29016e8481519735b23","created":"2026-09-30T23:23:45.224Z","duration":1313.7119,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2723,"output_tokens":156},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3021,"output_tokens":3027},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3021,"output_tokens":182}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. This is Airtel accounts. How may I help you today? Oh, thank you so much for your call today. I would love to check your account. Let me pull this out for you. May I have your full name, please? Thank you. And your phone number, please? Last four digits, please? Yeah. Just the last four digits. Thank you so much. Nice to have you in the line, Bill. And lastly, your birthday, please? Thank you. Bill, just give me a moment. Let me just go ahead and further review your account. Stay on the line, please. Thank you so much for holding on the line. Sorry for that, Bill. Alright. So upon reviewing your account, your service is under the Linham Network. Recently, Linham Network implemented a price increase on their plans. Reason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard. But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75. Because, previously, from our old site, this 50 MBPS plan only offers $89.95. However, Linham Network implemented a price increase. So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new site. That's the explanation why your bill is a bit higher compared to your first bill from us. Yes. As long as the rates remain unchanged, that amount will be fixed. However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly because it's the same I'm sorry. Go ahead. Yeah. It's roughly that amount. So 50 MBPS previously from our old site when no increase from the network is $79.95. However, they suddenly increased the pricing. That plan 50 MBPS, it's 95 as of this current month commenced this month. It's there increases their price to all Internet service provider to to their retail service provider. Actually, this one has been posted to your account under documents. That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks. That's the notification put on your account. And, unfortunately, this price increase has been applied to all Linham network services. Fortunately, that's the notice putting on all in Lindholm account. We did not send any email or SMS. It was put into the documents to your customer portal accessible. Because you are eligible for 15% discount. If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95. However, the 15% discount has been applied to your account. Reason why went down to $80.75. You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December. Because you've you've locked in four twenty four MAC contract. Reason why you are eligible for that discount period for 15%. Yes. That is correct. A three months 15% period. Yeah. I understand your point of view in reference with this. However, we just need too much of the increased rates from the network. But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill. I do understand your go ahead. Yeah. We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription. As long as their rates remain unchanged, we can keep our customer pricing fixed as well. However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly. This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us. So, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that. Reason why we need to ensure at least unnecessary adjustment when it comes to pricing. We will not increase these prices unless the network did not increase their prices to their retail service provider like us. You have to provide a thirty days notice. And then since you are locked in for twenty four month contract, there will be a cancellation fee applies. Technically, for twenty four month contract, it will be $240 plus GST cancellation fee. Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95. Yes, Bill. I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this. But nothing to worry. I do appreciate and I understand your feedback and point of view in reference with this price increase. So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back. Is that okay? Yeah. Call you back. Oh, I'm sorry. What do you mean post your account every month? Mhmm. Oh, okay. Actually, I I do see on here that there is, like, an option to send you the paper bill via via mail. However, however, I'm afraid because there's, like, a fee for that. It's, like, $2.20 per page, and it's it will be a a four size. So you And, yeah, and, also, I have to check if they are still offering this because, you know, we are in a digital world. So I'm afraid that they won't be able to sustain in sending you the paper bill. I can go ahead and definitely request to waive the fee for the paper bill. What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM. Yeah. Paper bin. Sure. Oh, I do see on here that it was successfully set up on your account, your direct debit. And then the direct debit terms and condition as well has been sent to you that day, 09/10/2026. So from this month onwards, your recurring invoice for the Internet will be processed via direct debit using your card that you have on record on your account. Mhmm. Oh, it doesn't say anything on the invoice itself. It does it does show from your account, and it shows from your document And, also, the confirmation that your direct debit has been successfully set up has been sent to you as well via email. It doesn't show from the invoice itself that this specific account has been set up for direct debit. That's not how the invoice is set up here in Airtel. But I can confirm it but I can confirm it's set up. Yeah. It's on. Yeah. I can confirm it's on. And from your document, it shows terms and conditions sent. So that's the indication that your direct debit has been successfully set up on your account. Sure, Bill. Thank you so much for your time, and I really appreciate your feedback. Talk soon. Thank you. Please please have a good day. 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Good morning. This is Airtel accounts. How may I help you today? Oh, thank you so much for your call today.\n\nI would love to check your account. Let me pull this out for you. May I have your full name, please? Thank you. And your phone number, please?\n\nLast four digits, please? Yeah. Just the last four digits. Thank you so much. Nice to have you in the line, Bill.\n\nAnd lastly, your birthday, please? Thank you. Bill, just give me a moment. Let me just go ahead and further review your account. Stay on the line, please.\n\nThank you so much for holding on the line. Sorry for that, Bill. Alright. So upon reviewing your account, your service is under the Linham Network. Recently, Linham Network implemented a price increase on their plans.\n\nReason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard. But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75. Because, previously, from our old site, this 50 MBPS plan only offers $89.95. However, Linham Network implemented a price increase. So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new site.\n\nThat's the explanation why your bill is a bit higher compared to your first bill from us. Yes. As long as the rates remain unchanged, that amount will be fixed. However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly because it's the same I'm sorry. Go ahead.\n\nYeah. It's roughly that amount. So 50 MBPS previously from our old site when no increase from the network is $79.95. However, they suddenly increased the pricing. That plan 50 MBPS, it's 95 as of this current month commenced this month.\n\nIt's there increases their price to all Internet service provider to to their retail service provider. Actually, this one has been posted to your account under documents. That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks. That's the notification put on your account. And, unfortunately, this price increase has been applied to all Linham network services.\n\nFortunately, that's the notice putting on all in Lindholm account. We did not send any email or SMS. It was put into the documents to your customer portal accessible. Because you are eligible for 15% discount. If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95.\n\nHowever, the 15% discount has been applied to your account. Reason why went down to $80.75. You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December. Because you've you've locked in four twenty four MAC contract. Reason why you are eligible for that discount period for 15%.\n\nYes. That is correct. A three months 15% period. Yeah. I understand your point of view in reference with this.\n\nHowever, we just need too much of the increased rates from the network. But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill. I do understand your go ahead. Yeah. We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription.\n\nAs long as their rates remain unchanged, we can keep our customer pricing fixed as well. However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly. This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us. So, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that. Reason why we need to ensure at least unnecessary adjustment when it comes to pricing.\n\nWe will not increase these prices unless the network did not increase their prices to their retail service provider like us. You have to provide a thirty days notice. And then since you are locked in for twenty four month contract, there will be a cancellation fee applies. Technically, for twenty four month contract, it will be $240 plus GST cancellation fee. Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95.\n\nYes, Bill. I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this. But nothing to worry. I do appreciate and I understand your feedback and point of view in reference with this price increase. So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back.\n\nIs that okay? Yeah. Call you back. Oh, I'm sorry. What do you mean post your account every month?\n\nMhmm. Oh, okay. Actually, I I do see on here that there is, like, an option to send you the paper bill via via mail. However, however, I'm afraid because there's, like, a fee for that. It's, like, $2.20 per page, and it's it will be a a four size.\n\nSo you And, yeah, and, also, I have to check if they are still offering this because, you know, we are in a digital world. So I'm afraid that they won't be able to sustain in sending you the paper bill. I can go ahead and definitely request to waive the fee for the paper bill. What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM. Yeah.\n\nPaper bin. Sure. Oh, I do see on here that it was successfully set up on your account, your direct debit. And then the direct debit terms and condition as well has been sent to you that day, 09/10/2026. So from this month onwards, your recurring invoice for the Internet will be processed via direct debit using your card that you have on record on your account.\n\nMhmm. Oh, it doesn't say anything on the invoice itself. It does it does show from your account, and it shows from your document And, also, the confirmation that your direct debit has been successfully set up has been sent to you as well via email. It doesn't show from the invoice itself that this specific account has been set up for direct debit. That's not how the invoice is set up here in Airtel.\n\nBut I can confirm it but I can confirm it's set up. Yeah. It's on. Yeah. I can confirm it's on.\n\nAnd from your document, it shows terms and conditions sent. So that's the indication that your direct debit has been successfully set up on your account. Sure, Bill. Thank you so much for your time, and I really appreciate your feedback. Talk soon.\n\nThank you. Please please have a good day. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.79999995,"sentiment":"neutral","sentiment_score":0.20238840579986572},{"text":"Good morning.","start":0.79999995,"end":1.4399999,"sentiment":"positive","sentiment_score":0.4025714099407196},{"text":"This is Airtel accounts.","start":1.4399999,"end":2.8,"sentiment":"positive","sentiment_score":0.33767542243003845},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"positive","sentiment_score":0.36565298835436505},{"text":"Oh, thank you so much for your call today.","start":24.92,"end":26.84,"sentiment":"positive","sentiment_score":0.5632824036810133}],"sentiment":"positive","sentiment_score":0.4373496581207622,"num_words":22,"start":0.56,"end":26.84},{"sentences":[{"text":"I would love to check your account.","start":26.84,"end":28.6,"sentiment":"positive","sentiment_score":0.44602356212479727},{"text":"Let me pull this out for you.","start":28.6,"end":30.2,"sentiment":"neutral","sentiment_score":0.29517453057425364},{"text":"May I have your full name, please?","start":30.2,"end":32.7,"sentiment":"neutral","sentiment_score":0.16900720979486192},{"text":"Thank you.","start":36.68,"end":37.48,"sentiment":"neutral","sentiment_score":0.18765497207641602},{"text":"And your phone number, please?","start":37.48,"end":39.5,"sentiment":"neutral","sentiment_score":0.057223453372716906}],"sentiment":"neutral","sentiment_score":0.2511737260169217,"num_words":28,"start":26.84,"end":39.5},{"sentences":[{"text":"Last four digits, please?","start":39.835,"end":44.954998,"sentiment":"neutral","sentiment_score":0.02439586352556944},{"text":"Yeah.","start":44.954998,"end":45.274998,"sentiment":"neutral","sentiment_score":0.024190936237573624},{"text":"Just the last four digits.","start":45.274998,"end":46.735,"sentiment":"neutral","sentiment_score":0.023948960565030576},{"text":"Thank you so much.","start":52.12,"end":53.16,"sentiment":"positive","sentiment_score":0.5176056623458862},{"text":"Nice to have you in the line, Bill.","start":53.16,"end":54.76,"sentiment":"positive","sentiment_score":0.6400429755449295}],"sentiment":"positive","sentiment_score":0.33783116576854477,"num_words":22,"start":39.835,"end":54.76},{"sentences":[{"text":"And lastly, your birthday, please?","start":54.76,"end":56.86,"sentiment":"neutral","sentiment_score":0.10780959576368332},{"text":"Thank you.","start":61.8,"end":62.62,"sentiment":"neutral","sentiment_score":0.2737429291009903},{"text":"Bill, just give me a moment.","start":63.0,"end":64.44,"sentiment":"neutral","sentiment_score":0.11616757263739903},{"text":"Let me just go ahead and further review your account.","start":64.44,"end":67.18,"sentiment":"neutral","sentiment_score":0.12094704881310463},{"text":"Stay on the line, please.","start":68.685,"end":69.905,"sentiment":"neutral","sentiment_score":0.07183743640780449}],"sentiment":"neutral","sentiment_score":0.11972131939338786,"num_words":28,"start":54.76,"end":69.905},{"sentences":[{"text":"Thank you so much for holding on the line.","start":386.53998,"end":388.38,"sentiment":"neutral","sentiment_score":0.2715544601281484},{"text":"Sorry for that, Bill.","start":388.38,"end":389.68,"sentiment":"neutral","sentiment_score":-0.05427962448447943},{"text":"Alright.","start":391.25998,"end":391.74,"sentiment":"neutral","sentiment_score":0.0814155712723732},{"text":"So upon reviewing your account, your service is under the Linham Network.","start":391.74,"end":397.03998,"sentiment":"neutral","sentiment_score":-0.007357471932967504},{"text":"Recently, Linham Network implemented a price increase on their plans.","start":397.41998,"end":401.59998,"sentiment":"neutral","sentiment_score":-0.12369139865040779}],"sentiment":"neutral","sentiment_score":0.02730787679966953,"num_words":36,"start":386.53998,"end":401.59998},{"sentences":[{"text":"Reason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard.","start":402.035,"end":411.895,"sentiment":"neutral","sentiment_score":-0.06892578005367382},{"text":"But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75.","start":412.35498,"end":421.57,"sentiment":"neutral","sentiment_score":-0.06099008591402145},{"text":"Because, previously, from our old site, this 50 MBPS plan only offers $89.95.","start":422.03003,"end":430.35,"sentiment":"neutral","sentiment_score":-0.12782265016665825},{"text":"However, Linham Network implemented a price increase.","start":430.35,"end":433.965,"sentiment":"neutral","sentiment_score":-0.14193670345204218},{"text":"So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new site.","start":434.50497,"end":445.16498,"sentiment":"neutral","sentiment_score":-0.06057731148142081}],"sentiment":"neutral","sentiment_score":-0.07895978022722548,"num_words":89,"start":402.035,"end":445.16498},{"sentences":[{"text":"That's the explanation why your bill is a bit higher compared to your first bill from us.","start":445.73,"end":452.71,"sentiment":"negative","sentiment_score":-0.3907826604212032},{"text":"Yes.","start":471.96,"end":472.46,"sentiment":"neutral","sentiment_score":-0.032314661890268326},{"text":"As long as the rates remain unchanged, that amount will be fixed.","start":472.68,"end":478.2,"sentiment":"neutral","sentiment_score":-0.029644018970429897},{"text":"However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly because it's the same I'm sorry.","start":478.2,"end":492.07498,"sentiment":"negative","sentiment_score":-0.4263312078040579},{"text":"Go ahead.","start":492.07498,"end":492.735,"sentiment":"neutral","sentiment_score":-0.08096825331449509}],"sentiment":"neutral","sentiment_score":-0.30907095277851276,"num_words":55,"start":445.73,"end":492.735},{"sentences":[{"text":"Yeah.","start":505.09,"end":505.41,"sentiment":"neutral","sentiment_score":-0.10239432752132416},{"text":"It's roughly that amount.","start":505.41,"end":508.31,"sentiment":"neutral","sentiment_score":-0.1142442598938942},{"text":"So 50 MBPS previously from our old site when no increase from the network is $79.95.","start":508.69,"end":517.49,"sentiment":"neutral","sentiment_score":-0.11197000718675554},{"text":"However, they suddenly increased the pricing.","start":517.49,"end":520.84503,"sentiment":"neutral","sentiment_score":-0.32128486782312393},{"text":"That plan 50 MBPS, it's 95 as of this current month commenced this month.","start":521.465,"end":530.445,"sentiment":"neutral","sentiment_score":-0.14114135397332056}],"sentiment":"neutral","sentiment_score":-0.1525507230402493,"num_words":41,"start":505.09,"end":530.445},{"sentences":[{"text":"It's there increases their price to all Internet service provider to to their retail service provider.","start":531.75,"end":540.25,"sentiment":"neutral","sentiment_score":-0.19961328990757465},{"text":"Actually, this one has been posted to your account under documents.","start":548.165,"end":552.505,"sentiment":"neutral","sentiment_score":-0.0431841564449397},{"text":"That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks.","start":552.885,"end":570.0,"sentiment":"neutral","sentiment_score":-0.04504425527135793},{"text":"That's the notification put on your account.","start":570.78,"end":574.0,"sentiment":"neutral","sentiment_score":-0.05344319183911596},{"text":"And, unfortunately, this price increase has been applied to all Linham network services.","start":574.675,"end":580.935,"sentiment":"negative","sentiment_score":-0.43745901263677156}],"sentiment":"neutral","sentiment_score":-0.1346069360809291,"num_words":85,"start":531.75,"end":580.935},{"sentences":[{"text":"Fortunately, that's the notice putting on all in Lindholm account.","start":592.12,"end":596.54,"sentiment":"neutral","sentiment_score":0.035941782779991625},{"text":"We did not send any email or SMS.","start":597.56,"end":600.94,"sentiment":"neutral","sentiment_score":-0.13770229369401932},{"text":"It was put into the documents to your customer portal accessible.","start":601.755,"end":607.215,"sentiment":"neutral","sentiment_score":-0.06413468752395023},{"text":"Because you are eligible for 15% discount.","start":619.62,"end":623.4,"sentiment":"neutral","sentiment_score":0.12420673136200223},{"text":"If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95.","start":623.7,"end":634.835,"sentiment":"neutral","sentiment_score":0.027107893937715778}],"sentiment":"neutral","sentiment_score":0.0024393360529627118,"num_words":63,"start":592.12,"end":634.835},{"sentences":[{"text":"However, the 15% discount has been applied to your account.","start":634.975,"end":639.295,"sentiment":"neutral","sentiment_score":0.020025989040732384},{"text":"Reason why went down to $80.75.","start":639.295,"end":643.2,"sentiment":"neutral","sentiment_score":-0.0791538084546725},{"text":"You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December.","start":643.44,"end":653.06,"sentiment":"neutral","sentiment_score":0.1778902066381354},{"text":"Because you've you've locked in four twenty four MAC contract.","start":653.84,"end":657.395,"sentiment":"neutral","sentiment_score":0.016354837268590928},{"text":"Reason why you are eligible for that discount period for 15%.","start":657.455,"end":662.835,"sentiment":"neutral","sentiment_score":0.1194229085337032}],"sentiment":"neutral","sentiment_score":0.08182948807786618,"num_words":56,"start":634.975,"end":662.835},{"sentences":[{"text":"Yes.","start":673.58,"end":673.98004,"sentiment":"neutral","sentiment_score":0.11500197649002077},{"text":"That is correct.","start":673.98004,"end":674.96,"sentiment":"neutral","sentiment_score":0.16353693107763925},{"text":"A three months 15% period.","start":675.10004,"end":677.52,"sentiment":"neutral","sentiment_score":0.03393627293407917},{"text":"Yeah.","start":702.06,"end":702.38,"sentiment":"neutral","sentiment_score":-0.08903133869171143},{"text":"I understand your point of view in reference with this.","start":702.38,"end":705.51996,"sentiment":"neutral","sentiment_score":-0.12460755333304405}],"sentiment":"neutral","sentiment_score":-0.027990636881440878,"num_words":20,"start":673.58,"end":705.51996},{"sentences":[{"text":"However, we just need too much of the increased rates from the network.","start":705.74,"end":712.175,"sentiment":"negative","sentiment_score":-0.34162071920358217},{"text":"But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill.","start":712.635,"end":722.495,"sentiment":"neutral","sentiment_score":-0.015008508265018462},{"text":"I do understand your go ahead.","start":723.35,"end":727.37,"sentiment":"neutral","sentiment_score":0.05443175074954828},{"text":"Yeah.","start":760.66504,"end":760.98505,"sentiment":"neutral","sentiment_score":-0.13599610328674316},{"text":"We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription.","start":760.98505,"end":768.445,"sentiment":"neutral","sentiment_score":-0.12290593373932336}],"sentiment":"neutral","sentiment_score":-0.1087640686891973,"num_words":64,"start":705.74,"end":768.445},{"sentences":[{"text":"As long as their rates remain unchanged, we can keep our customer pricing fixed as well.","start":769.065,"end":774.525,"sentiment":"neutral","sentiment_score":-0.015469165053218603},{"text":"However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly.","start":774.87,"end":781.53,"sentiment":"negative","sentiment_score":-0.4339843261986971},{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us.","start":781.59,"end":793.97504,"sentiment":"neutral","sentiment_score":-0.10431414385957102},{"text":"So, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that.","start":793.97504,"end":811.53,"sentiment":"neutral","sentiment_score":-0.18579082936048508},{"text":"Reason why we need to ensure at least unnecessary adjustment when it comes to pricing.","start":811.59,"end":817.85004,"sentiment":"negative","sentiment_score":-0.4304945687452952}],"sentiment":"neutral","sentiment_score":-0.20834486861273926,"num_words":106,"start":769.065,"end":817.85004},{"sentences":[{"text":"We will not increase these prices unless the network did not increase their prices to their retail service provider like us.","start":820.445,"end":832.305,"sentiment":"negative","sentiment_score":-0.42900185216040837},{"text":"You have to provide a thirty days notice.","start":840.82,"end":843.80005,"sentiment":"neutral","sentiment_score":-0.20150240883231163},{"text":"And then since you are locked in for twenty four month contract, there will be a cancellation fee applies.","start":844.5,"end":850.765,"sentiment":"neutral","sentiment_score":-0.3140148567525964},{"text":"Technically, for twenty four month contract, it will be $240 plus GST cancellation fee.","start":851.22504,"end":858.765,"sentiment":"neutral","sentiment_score":-0.1063498705625534},{"text":"Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95.","start":884.105,"end":902.13,"sentiment":"neutral","sentiment_score":0.08927072489108795}],"sentiment":"neutral","sentiment_score":-0.1445017857569279,"num_words":101,"start":820.445,"end":902.13},{"sentences":[{"text":"Yes, Bill.","start":952.13995,"end":953.01996,"sentiment":"neutral","sentiment_score":0.07023973017930984},{"text":"I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this.","start":953.01996,"end":962.07996,"sentiment":"neutral","sentiment_score":0.11250762870678535},{"text":"But nothing to worry.","start":962.22,"end":963.68,"sentiment":"neutral","sentiment_score":0.027596418745815754},{"text":"I do appreciate and I understand your feedback and point of view in reference with this price increase.","start":963.74,"end":971.90497,"sentiment":"neutral","sentiment_score":0.03923239683111509},{"text":"So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back.","start":972.685,"end":983.32,"sentiment":"neutral","sentiment_score":0.11894444613294168}],"sentiment":"neutral","sentiment_score":0.0902642283278207,"num_words":72,"start":952.13995,"end":983.32},{"sentences":[{"text":"Is that okay?","start":983.38,"end":984.36,"sentiment":"neutral","sentiment_score":0.10151818146308263},{"text":"Yeah.","start":988.5,"end":988.98,"sentiment":"neutral","sentiment_score":0.039040327072143555},{"text":"Call you back.","start":988.98,"end":989.88,"sentiment":"neutral","sentiment_score":0.03282452995578448},{"text":"Oh, I'm sorry.","start":1001.075,"end":1002.375,"sentiment":"neutral","sentiment_score":-0.06856533885002136},{"text":"What do you mean post your account every month?","start":1002.675,"end":1005.815,"sentiment":"neutral","sentiment_score":-0.06811335020595127}],"sentiment":"neutral","sentiment_score":-0.019823563530256872,"num_words":19,"start":983.38,"end":1005.815},{"sentences":[{"text":"Mhmm.","start":1012.14,"end":1012.64,"sentiment":"neutral","sentiment_score":-0.026532473042607307},{"text":"Oh, okay.","start":1023.435,"end":1024.415,"sentiment":"neutral","sentiment_score":0.00017506442964076996},{"text":"Actually, I I do see on here that there is, like, an option to send you the paper bill via via mail.","start":1025.6749,"end":1035.135,"sentiment":"neutral","sentiment_score":0.02894609904086048},{"text":"However, however, I'm afraid because there's, like, a fee for that.","start":1035.66,"end":1042.24,"sentiment":"negative","sentiment_score":-0.3460046994415196},{"text":"It's, like, $2.20 per page, and it's it will be a a four size.","start":1043.5,"end":1052.775,"sentiment":"neutral","sentiment_score":-0.2434390549148832}],"sentiment":"neutral","sentiment_score":-0.13207133255898953,"num_words":50,"start":1012.14,"end":1052.775},{"sentences":[{"text":"So you And, yeah, and, also, I have to check if they are still offering this because, you know, we are in a digital world.","start":1055.555,"end":1075.01,"sentiment":"neutral","sentiment_score":-0.18228803180158137},{"text":"So I'm afraid that they won't be able to sustain in sending you the paper bill.","start":1075.235,"end":1080.615,"sentiment":"negative","sentiment_score":-0.4744904935359955},{"text":"I can go ahead and definitely request to waive the fee for the paper bill.","start":1089.8099,"end":1096.69,"sentiment":"neutral","sentiment_score":0.07682299166917801},{"text":"What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM.","start":1096.69,"end":1112.125,"sentiment":"neutral","sentiment_score":-0.2077209617603909},{"text":"Yeah.","start":1115.865,"end":1116.365,"sentiment":"neutral","sentiment_score":0.022536680102348328}],"sentiment":"neutral","sentiment_score":-0.19809954305075936,"num_words":90,"start":1055.555,"end":1116.365},{"sentences":[{"text":"Paper bin.","start":1122.22,"end":1123.28,"sentiment":"neutral","sentiment_score":-0.029814930632710457},{"text":"Sure.","start":1124.7,"end":1125.2,"sentiment":"neutral","sentiment_score":0.01843062788248062},{"text":"Oh, I do see on here that it was successfully set up on your account, your direct debit.","start":1144.505,"end":1150.8999,"sentiment":"neutral","sentiment_score":0.30000440859132343},{"text":"And then the direct debit terms and condition as well has been sent to you that day, 09/10/2026.","start":1151.2799,"end":1159.6,"sentiment":"positive","sentiment_score":0.36074595318900216},{"text":"So from this month onwards, your recurring invoice for the Internet will be processed via direct debit using your card that you have on record on your account.","start":1159.6,"end":1172.285,"sentiment":"neutral","sentiment_score":0.25980166079742567}],"sentiment":"neutral","sentiment_score":0.285473937029714,"num_words":67,"start":1122.22,"end":1172.285},{"sentences":[{"text":"Mhmm.","start":1177.5499,"end":1178.0499,"sentiment":"negative","sentiment_score":-0.3396310806274414},{"text":"Oh, it doesn't say anything on the invoice itself.","start":1190.59,"end":1199.895,"sentiment":"neutral","sentiment_score":-0.23245358715454736},{"text":"It does it does show from your account, and it shows from your document And, also, the confirmation that your direct debit has been successfully set up has been sent to you as well via email.","start":1200.515,"end":1213.66,"sentiment":"neutral","sentiment_score":0.2701475691671173},{"text":"It doesn't show from the invoice itself that this specific account has been set up for direct debit.","start":1214.04,"end":1222.5651,"sentiment":"neutral","sentiment_score":-0.32091524369186825},{"text":"That's not how the invoice is set up here in Airtel.","start":1223.105,"end":1227.125,"sentiment":"negative","sentiment_score":-0.3714355311610482}],"sentiment":"neutral","sentiment_score":-0.034248881389697394,"num_words":75,"start":1177.5499,"end":1227.125},{"sentences":[{"text":"But I can confirm it but I can confirm it's set up.","start":1230.865,"end":1236.11,"sentiment":"neutral","sentiment_score":0.10904603637754917},{"text":"Yeah.","start":1275.845,"end":1276.345,"sentiment":"neutral","sentiment_score":0.08407701551914215},{"text":"It's on.","start":1278.485,"end":1281.6249,"sentiment":"neutral","sentiment_score":0.05562838353216648},{"text":"Yeah.","start":1283.7649,"end":1284.085,"sentiment":"neutral","sentiment_score":0.19593149423599243},{"text":"I can confirm it's on.","start":1284.085,"end":1285.5249,"sentiment":"neutral","sentiment_score":0.2688169538974762}],"sentiment":"neutral","sentiment_score":0.14494773727797328,"num_words":21,"start":1230.865,"end":1285.5249},{"sentences":[{"text":"And from your document, it shows terms and conditions sent.","start":1285.5249,"end":1289.7,"sentiment":"neutral","sentiment_score":0.2692416310310364},{"text":"So that's the indication that your direct debit has been successfully set up on your account.","start":1289.7,"end":1295.72,"sentiment":"positive","sentiment_score":0.4394847508519888},{"text":"Sure, Bill.","start":1301.355,"end":1302.075,"sentiment":"positive","sentiment_score":0.4317876100540161},{"text":"Thank you so much for your time, and I really appreciate your 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I received my monthly account, and we signed up a couple of months ago. And it's not a big deal, but it's a slightly higher amount than what we signed up for. And I didn't receive any notice of the increase. So I was just wondering what was going on. Bill Kristofsky. Of my mobile number? 8864. 12/21/1963? Sure. Stop. Thanks. No worries. Yeah. That's fine. So we signed up last month for a $79 monthly plan, and you're saying it's gone to it's jumped to $95 without notice. So we had the suite so we had the sign up so we had the sign up rate. The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase. So why why weren't we advised of being Chris? So you don't advise of the price increase? The customer has to go and find the notice in in some portal. Okay. So the monthly amount is $95 a month. Why we why why would we charge the $80.75? The 15% discount is only for three months, not not for the whole twenty four month period. What's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months. What what's the point of locking in for twenty four months if the price can change anytime? Well, I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type. If you sign up for a fixed period, the price is fixed for that period. I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up. I I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period. Okay. Okay. If I decide that I wanna leave and go somewhere else, What do I have to do? Are you serious? You locked me in on a twenty four month contract. You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee. Oh my goodness. That is absolutely insane. I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months. I think that's that's fair and reasonable and and and shows good business etiquette. This is insane. You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate. You're locked in now for for two years. And if you wanna go, that's fine. If you wanna go, that's fine. But we're gonna charge you a $250 cancellation fee. That's that's that's robbery. Anyway alright. I'm gonna wait. I'm gonna wait to see what you can do. Are you gonna call me back? Alright. Before you go, two more things two more things. If I if I end up staying with you, are you able to post the accounts every month instead of emailing them? If I if I don't change providers, if I stay with Airtel, at the moment, you email at the moment, you email the accounts to me. Can you post them in the mail? Can you send them in the post instead of email every month? I'm a pensioner concession card I'm a pensioner concession card holder. Can you waive that fee if I stay with you? So they wouldn't be able to absorb the cost for a paper bill if I stay with you? Alright. Well, when you come back to me about the about the contract and the price, you can let me know about the about the paper bill fee. Yeah. Okay. And one last question. When I got the first bill last month, I thought I'd arranged direct debit. I rang up. There was an issue. It was sorted later. So I thought direct debit was in place, but there's no direct debit on the current bill. So is it in place or not? Alright. Okay. Because the account that was emailed to me this morning makes no mention of direct debit. It just says that that the amount is due on the, I don't know, the October 11, whatever date it is. But normally normally, it if if there's direct debit in place, it says it on the account. So so you're saying it's in place, but it doesn't say anything on the account? Alright. Okay. Alright. So I can take it as I would expect. Okay. So I'll take it. Alright. Okay. Alright. If you can confirm that it's set up because that that's unusual. With the gas, the electricity, the phone, with all the bills, if a direct debit is set up, it says it on the account. Direct debit due on such and such a date. If there's no direct debit, it doesn't say it. It just says, you know, accounts due on this date. No no mention of direct debit. So you this is the first organization that I I I've come across where you can have a direct debit arrangement in place and it doesn't say it on the bill. So the customer doesn't know whether whether they're in or out. Okay. Alright. You're telling me it's it's on. Okay. It's on. Okay. It's on. Even though it doesn't say it, it's on. Okay. Okay. Alright. Okay. I'll wait to hear back from you. Alright. Alright. Okay. Alright. Thank you. Bye. 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morning. I received my monthly account, and we signed up a couple of months ago. And it's not a big deal, but it's a slightly higher amount than what we signed up for. And I didn't receive any notice of the increase. So I was just wondering what was going on.\n\nBill Kristofsky. Of my mobile number? 8864. 12/21/1963? Sure.\n\nStop. Thanks. No worries. Yeah. That's fine.\n\nSo we signed up last month for a $79 monthly plan, and you're saying it's gone to it's jumped to $95 without notice. So we had the suite so we had the sign up so we had the sign up rate. The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase. So why why weren't we advised of being Chris? So you don't advise of the price increase?\n\nThe customer has to go and find the notice in in some portal. Okay. So the monthly amount is $95 a month. Why we why why would we charge the $80.75? The 15% discount is only for three months, not not for the whole twenty four month period.\n\nWhat's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months. What what's the point of locking in for twenty four months if the price can change anytime? Well, I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type. If you sign up for a fixed period, the price is fixed for that period. I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up.\n\nI I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period. Okay. Okay. If I decide that I wanna leave and go somewhere else, What do I have to do? Are you serious?\n\nYou locked me in on a twenty four month contract. You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee. Oh my goodness. That is absolutely insane. I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months.\n\nI think that's that's fair and reasonable and and and shows good business etiquette. This is insane. You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate. You're locked in now for for two years. And if you wanna go, that's fine.\n\nIf you wanna go, that's fine. But we're gonna charge you a $250 cancellation fee. That's that's that's robbery. Anyway alright. I'm gonna wait.\n\nI'm gonna wait to see what you can do. Are you gonna call me back? Alright. Before you go, two more things two more things. If I if I end up staying with you, are you able to post the accounts every month instead of emailing them?\n\nIf I if I don't change providers, if I stay with Airtel, at the moment, you email at the moment, you email the accounts to me. Can you post them in the mail? Can you send them in the post instead of email every month? I'm a pensioner concession card I'm a pensioner concession card holder. Can you waive that fee if I stay with you?\n\nSo they wouldn't be able to absorb the cost for a paper bill if I stay with you? Alright. Well, when you come back to me about the about the contract and the price, you can let me know about the about the paper bill fee. Yeah. Okay.\n\nAnd one last question. When I got the first bill last month, I thought I'd arranged direct debit. I rang up. There was an issue. It was sorted later.\n\nSo I thought direct debit was in place, but there's no direct debit on the current bill. So is it in place or not? Alright. Okay. Because the account that was emailed to me this morning makes no mention of direct debit.\n\nIt just says that that the amount is due on the, I don't know, the October 11, whatever date it is. But normally normally, it if if there's direct debit in place, it says it on the account. So so you're saying it's in place, but it doesn't say anything on the account? Alright. Okay.\n\nAlright. So I can take it as I would expect. Okay. So I'll take it. Alright.\n\nOkay. Alright. If you can confirm that it's set up because that that's unusual. With the gas, the electricity, the phone, with all the bills, if a direct debit is set up, it says it on the account. Direct debit due on such and such a date.\n\nIf there's no direct debit, it doesn't say it. It just says, you know, accounts due on this date. No no mention of direct debit. So you this is the first organization that I I I've come across where you can have a direct debit arrangement in place and it doesn't say it on the bill. So the customer doesn't know whether whether they're in or out.\n\nOkay. Alright. You're telling me it's it's on. Okay. It's on.\n\nOkay. It's on. Even though it doesn't say it, it's on. Okay. Okay.\n\nAlright. Okay. I'll wait to hear back from you. Alright. Alright.\n\nOkay. Alright. Thank you. Bye. You too.","paragraphs":[{"sentences":[{"text":"Good morning.","start":5.92,"end":6.66,"sentiment":"neutral","sentiment_score":0.16667628288269043},{"text":"I received my monthly account, and we signed up a couple of months ago.","start":7.6,"end":14.08,"sentiment":"neutral","sentiment_score":0.034170964998858314},{"text":"And it's not a big deal, but it's a slightly higher amount than what we signed up for.","start":14.08,"end":19.045,"sentiment":"neutral","sentiment_score":-0.1659425004488892},{"text":"And I didn't receive any notice of the increase.","start":19.045,"end":21.445,"sentiment":"negative","sentiment_score":-0.3943822880585988},{"text":"So I was just wondering what was going on.","start":21.445,"end":24.425,"sentiment":"neutral","sentiment_score":-0.2022379951344596}],"sentiment":"neutral","sentiment_score":-0.1450923361743872,"num_words":52,"start":5.92,"end":24.425},{"sentences":[{"text":"Bill Kristofsky.","start":33.97,"end":34.95,"sentiment":"neutral","sentiment_score":0.07215531915426254},{"text":"Of my mobile number?","start":42.864998,"end":44.325,"sentiment":"neutral","sentiment_score":0.02734899311326444},{"text":"8864.","start":49.745,"end":51.364998,"sentiment":"neutral","sentiment_score":0.03212231025099754},{"text":"12/21/1963?","start":58.36,"end":61.02,"sentiment":"neutral","sentiment_score":0.0723557099699974},{"text":"Sure.","start":68.295,"end":68.795,"sentiment":"neutral","sentiment_score":0.0886831134557724}],"sentiment":"neutral","sentiment_score":0.04965197160426113,"num_words":9,"start":33.97,"end":68.795},{"sentences":[{"text":"Stop.","start":71.095,"end":71.575,"sentiment":"neutral","sentiment_score":0.016153793781995773},{"text":"Thanks.","start":71.575,"end":72.075,"sentiment":"neutral","sentiment_score":0.13324105739593506},{"text":"No worries.","start":390.13998,"end":390.69998,"sentiment":"neutral","sentiment_score":0.017517663538455963},{"text":"Yeah.","start":390.69998,"end":390.94,"sentiment":"neutral","sentiment_score":0.11096565425395966},{"text":"That's fine.","start":390.94,"end":391.68,"sentiment":"neutral","sentiment_score":0.15466822683811188}],"sentiment":"neutral","sentiment_score":0.08639032659786088,"num_words":7,"start":71.095,"end":391.68},{"sentences":[{"text":"So we signed up last month for a $79 monthly plan, and you're saying it's gone to it's jumped to $95 without notice.","start":455.065,"end":470.18002,"sentiment":"neutral","sentiment_score":-0.3078606446152148},{"text":"So we had the suite so we had the sign up so we had the sign up rate.","start":488.475,"end":496.17,"sentiment":"neutral","sentiment_score":-0.13665630233784518},{"text":"The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase.","start":496.17,"end":503.07,"sentiment":"neutral","sentiment_score":-0.2660944935950366},{"text":"So why why weren't we advised of being Chris?","start":542.95496,"end":546.415,"sentiment":"neutral","sentiment_score":-0.1764279587401284},{"text":"So you don't advise of the price increase?","start":584.02997,"end":586.35,"sentiment":"neutral","sentiment_score":-0.2927601858973503}],"sentiment":"neutral","sentiment_score":-0.24155775303952395,"num_words":80,"start":455.065,"end":586.35},{"sentences":[{"text":"The customer has to go and find the notice in in some portal.","start":586.35,"end":590.52997,"sentiment":"neutral","sentiment_score":-0.1558553077853643},{"text":"Okay.","start":610.42,"end":610.82,"sentiment":"neutral","sentiment_score":-0.026636559516191483},{"text":"So the monthly amount is $95 a month.","start":610.82,"end":613.86,"sentiment":"neutral","sentiment_score":-0.03358686016872525},{"text":"Why we why why would we charge the $80.75?","start":613.86,"end":618.6,"sentiment":"neutral","sentiment_score":-0.11990015829602878},{"text":"The 15% discount is only for three months, not not for the whole twenty four month period.","start":665.38,"end":671.96,"sentiment":"neutral","sentiment_score":-0.05612147139275775}],"sentiment":"neutral","sentiment_score":-0.0907211850086848,"num_words":48,"start":586.35,"end":671.96},{"sentences":[{"text":"What's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months.","start":680.385,"end":694.26,"sentiment":"negative","sentiment_score":-0.33667157668816416},{"text":"What what's the point of locking in for twenty four months if the price can change anytime?","start":694.26,"end":699.4,"sentiment":"neutral","sentiment_score":-0.19233088282977834},{"text":"Well, I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type.","start":723.67,"end":735.135,"sentiment":"neutral","sentiment_score":-0.01731572957023194},{"text":"If you sign up for a fixed period, the price is fixed for that period.","start":735.135,"end":741.395,"sentiment":"neutral","sentiment_score":-0.1091667835911115},{"text":"I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up.","start":742.91,"end":753.31,"sentiment":"neutral","sentiment_score":-0.2653482056715909}],"sentiment":"neutral","sentiment_score":-0.21993076854302146,"num_words":123,"start":680.385,"end":753.31},{"sentences":[{"text":"I I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period.","start":753.31,"end":759.905,"sentiment":"negative","sentiment_score":-0.45512245297431947},{"text":"Okay.","start":821.295,"end":821.795,"sentiment":"negative","sentiment_score":-0.40667468309402466},{"text":"Okay.","start":835.08,"end":835.56,"sentiment":"neutral","sentiment_score":-0.1946035921573639},{"text":"If I decide that I wanna leave and go somewhere else, What do I have to do?","start":835.56,"end":842.285,"sentiment":"neutral","sentiment_score":-0.2810613539289026},{"text":"Are you serious?","start":861.27,"end":862.25,"sentiment":"neutral","sentiment_score":-0.29764724771181744}],"sentiment":"negative","sentiment_score":-0.37553881616034407,"num_words":47,"start":753.31,"end":862.25},{"sentences":[{"text":"You locked me in on a twenty four month contract.","start":863.59,"end":866.73,"sentiment":"negative","sentiment_score":-0.42726417928934096},{"text":"You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee.","start":867.315,"end":878.935,"sentiment":"negative","sentiment_score":-0.41771214408800006},{"text":"Oh my goodness.","start":879.72,"end":880.94,"sentiment":"neutral","sentiment_score":-0.31958117087682086},{"text":"That is absolutely insane.","start":881.0,"end":883.18,"sentiment":"negative","sentiment_score":-0.3531212769448757},{"text":"I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months.","start":904.255,"end":916.14,"sentiment":"neutral","sentiment_score":0.06484247419314507}],"sentiment":"neutral","sentiment_score":-0.19865684693848545,"num_words":88,"start":863.59,"end":916.14},{"sentences":[{"text":"I think that's that's fair and reasonable and and and shows good business etiquette.","start":916.14,"end":922.08,"sentiment":"positive","sentiment_score":0.3534741018499647},{"text":"This is insane.","start":922.705,"end":923.745,"sentiment":"neutral","sentiment_score":-0.22678405046463013},{"text":"You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate.","start":923.745,"end":933.105,"sentiment":"neutral","sentiment_score":-0.172128927661106},{"text":"You're locked in now for for two years.","start":933.105,"end":935.585,"sentiment":"neutral","sentiment_score":-0.28109011240303516},{"text":"And if you wanna go, that's fine.","start":935.585,"end":937.185,"sentiment":"neutral","sentiment_score":-0.08594101294875145}],"sentiment":"neutral","sentiment_score":-0.06390856875805184,"num_words":64,"start":916.14,"end":937.185},{"sentences":[{"text":"If you wanna go, that's fine.","start":937.185,"end":938.44,"sentiment":"neutral","sentiment_score":-0.08274977530042331},{"text":"But we're gonna charge you a $250 cancellation fee.","start":938.44,"end":942.28,"sentiment":"negative","sentiment_score":-0.5109687215752072},{"text":"That's that's that's robbery.","start":942.28,"end":945.58,"sentiment":"negative","sentiment_score":-0.6660702526569366},{"text":"Anyway alright.","start":946.92004,"end":948.44,"sentiment":"neutral","sentiment_score":-0.1041925735771656},{"text":"I'm gonna wait.","start":948.44,"end":949.24005,"sentiment":"neutral","sentiment_score":-0.0640630101164182}],"sentiment":"negative","sentiment_score":-0.3400030139212807,"num_words":24,"start":937.185,"end":949.24005},{"sentences":[{"text":"I'm gonna wait to see what you can do.","start":949.24005,"end":951.34,"sentiment":"neutral","sentiment_score":-0.021794893468419712},{"text":"Are you gonna call me back?","start":986.075,"end":987.195,"sentiment":"neutral","sentiment_score":0.01408981035153071},{"text":"Alright.","start":987.195,"end":987.695,"sentiment":"neutral","sentiment_score":0.047860920429229736},{"text":"Before you go, two more things two more things.","start":987.755,"end":991.355,"sentiment":"neutral","sentiment_score":0.02437551857696639},{"text":"If I if I end up staying with you, are you able to post the accounts every month instead of emailing them?","start":991.355,"end":998.61,"sentiment":"neutral","sentiment_score":0.025724360973320225}],"sentiment":"neutral","sentiment_score":0.01535236914741232,"num_words":47,"start":949.24005,"end":998.61},{"sentences":[{"text":"If I if I don't change providers, if I stay with Airtel, at the moment, you email at the moment, you email the accounts to me.","start":1007.08997,"end":1016.525,"sentiment":"neutral","sentiment_score":-0.06130237361559501},{"text":"Can you post them in the mail?","start":1016.525,"end":1018.205,"sentiment":"neutral","sentiment_score":0.037817352318337986},{"text":"Can you send them in the post instead of email every month?","start":1018.205,"end":1021.745,"sentiment":"neutral","sentiment_score":0.017736039434870083},{"text":"I'm a pensioner concession card I'm a pensioner concession card holder.","start":1054.92,"end":1059.56,"sentiment":"neutral","sentiment_score":-0.05658867328681729},{"text":"Can you waive that fee if I stay with you?","start":1059.56,"end":1063.26,"sentiment":"neutral","sentiment_score":-0.07252727821469307}],"sentiment":"neutral","sentiment_score":-0.037334181255463394,"num_words":66,"start":1007.08997,"end":1063.26},{"sentences":[{"text":"So they wouldn't be able to absorb the cost for a paper bill if I stay with you?","start":1083.0599,"end":1087.96,"sentiment":"negative","sentiment_score":-0.36769818017880124},{"text":"Alright.","start":1114.12,"end":1114.6,"sentiment":"neutral","sentiment_score":-0.0022513396106660366},{"text":"Well, when you come back to me about the about the contract and the price, you can let me know about the about the paper bill fee.","start":1114.6,"end":1123.865,"sentiment":"neutral","sentiment_score":0.008129428934167933},{"text":"Yeah.","start":1123.865,"end":1124.105,"sentiment":"neutral","sentiment_score":0.008622441440820694},{"text":"Okay.","start":1124.105,"end":1124.5049,"sentiment":"neutral","sentiment_score":0.012328140437602997}],"sentiment":"neutral","sentiment_score":-0.13292444624433605,"num_words":48,"start":1083.0599,"end":1124.5049},{"sentences":[{"text":"And one last question.","start":1124.5049,"end":1125.725,"sentiment":"neutral","sentiment_score":0.00855208095163107},{"text":"When I got the first bill last month, I thought I'd arranged direct debit.","start":1126.585,"end":1131.225,"sentiment":"neutral","sentiment_score":-0.02287785549248968},{"text":"I rang up.","start":1131.225,"end":1132.0249,"sentiment":"neutral","sentiment_score":-0.038772800316413246},{"text":"There was an issue.","start":1132.0249,"end":1133.245,"sentiment":"neutral","sentiment_score":-0.11897135525941849},{"text":"It was sorted later.","start":1133.945,"end":1135.565,"sentiment":"neutral","sentiment_score":-0.10304704308509827}],"sentiment":"neutral","sentiment_score":-0.044499091290194415,"num_words":29,"start":1124.5049,"end":1135.565},{"sentences":[{"text":"So I thought direct debit was in place, but there's no direct debit on the current bill.","start":1135.98,"end":1141.26,"sentiment":"neutral","sentiment_score":-0.09343201382195249},{"text":"So is it in place or not?","start":1141.26,"end":1143.6,"sentiment":"neutral","sentiment_score":-0.04124586071286883},{"text":"Alright.","start":1172.16,"end":1172.66,"sentiment":"neutral","sentiment_score":0.09325040131807329},{"text":"Okay.","start":1173.2,"end":1173.6,"sentiment":"neutral","sentiment_score":-0.05652176961302757},{"text":"Because the account that was emailed to me this morning makes no mention of direct debit.","start":1173.6,"end":1178.16,"sentiment":"negative","sentiment_score":-0.41171672381460667}],"sentiment":"neutral","sentiment_score":-0.2006620049831413,"num_words":42,"start":1135.98,"end":1178.16},{"sentences":[{"text":"It just says that that the amount is due on the, I don't know, the October 11, whatever date it is.","start":1178.16,"end":1183.885,"sentiment":"neutral","sentiment_score":-0.2176267738853182},{"text":"But normally normally, it if if there's direct debit in place, it says it on the account.","start":1183.885,"end":1188.925,"sentiment":"neutral","sentiment_score":-0.16723172892542446},{"text":"So so you're saying it's in place, but it doesn't say anything on the account?","start":1188.925,"end":1194.0651,"sentiment":"neutral","sentiment_score":-0.16229497790336608},{"text":"Alright.","start":1228.86,"end":1229.26,"sentiment":"neutral","sentiment_score":0.04476827383041382},{"text":"Okay.","start":1229.26,"end":1229.76,"sentiment":"neutral","sentiment_score":0.05350102484226227}],"sentiment":"neutral","sentiment_score":-0.17725921842184933,"num_words":55,"start":1178.16,"end":1229.76},{"sentences":[{"text":"Alright.","start":1229.98,"end":1230.46,"sentiment":"neutral","sentiment_score":0.1071237176656723},{"text":"So I can take it as I would expect.","start":1230.46,"end":1232.4,"sentiment":"neutral","sentiment_score":0.16113149291939205},{"text":"Okay.","start":1233.58,"end":1233.98,"sentiment":"neutral","sentiment_score":0.09084337949752808},{"text":"So I'll take it.","start":1233.98,"end":1235.12,"sentiment":"neutral","sentiment_score":0.17991306632757187},{"text":"Alright.","start":1235.415,"end":1235.915,"sentiment":"neutral","sentiment_score":0.11013080179691316}],"sentiment":"neutral","sentiment_score":0.1548708500340581,"num_words":16,"start":1229.98,"end":1235.915},{"sentences":[{"text":"Okay.","start":1236.535,"end":1236.8551,"sentiment":"neutral","sentiment_score":0.09847433865070344},{"text":"Alright.","start":1236.8551,"end":1237.255,"sentiment":"neutral","sentiment_score":0.12504759430885315},{"text":"If you can confirm that it's set up because that that's unusual.","start":1237.255,"end":1240.395,"sentiment":"neutral","sentiment_score":0.0887807880838712},{"text":"With the gas, the electricity, the phone, with all the bills, if a direct debit is set up, it says it on the account.","start":1240.4551,"end":1248.0751,"sentiment":"neutral","sentiment_score":-0.02383243308092157},{"text":"Direct debit due on such and such a date.","start":1248.135,"end":1251.18,"sentiment":"neutral","sentiment_score":-0.08327459295590718}],"sentiment":"neutral","sentiment_score":-0.0006927306506227943,"num_words":47,"start":1236.535,"end":1251.18},{"sentences":[{"text":"If there's no direct debit, it doesn't say it.","start":1251.18,"end":1253.66,"sentiment":"neutral","sentiment_score":-0.16700497931904262},{"text":"It just says, you know, accounts due on this date.","start":1253.66,"end":1256.78,"sentiment":"neutral","sentiment_score":-0.1229159951210022},{"text":"No no mention of direct debit.","start":1256.78,"end":1258.3,"sentiment":"neutral","sentiment_score":-0.2726576055089633},{"text":"So you this is the first organization that I I I've come across where you can have a direct debit arrangement in place and it doesn't say it on the bill.","start":1258.3,"end":1268.425,"sentiment":"neutral","sentiment_score":-0.12792026292112085},{"text":"So the customer doesn't know whether whether they're in or out.","start":1268.425,"end":1271.7051,"sentiment":"neutral","sentiment_score":-0.22307604957710614}],"sentiment":"neutral","sentiment_score":-0.1610076879707179,"num_words":67,"start":1251.18,"end":1271.7051},{"sentences":[{"text":"Okay.","start":1271.7051,"end":1272.025,"sentiment":"neutral","sentiment_score":0.0147025715559721},{"text":"Alright.","start":1272.025,"end":1272.425,"sentiment":"neutral","sentiment_score":0.06287701427936554},{"text":"You're telling me it's it's on.","start":1272.425,"end":1274.025,"sentiment":"neutral","sentiment_score":0.03777648136019707},{"text":"Okay.","start":1274.025,"end":1274.345,"sentiment":"neutral","sentiment_score":0.06624022871255875},{"text":"It's on.","start":1274.345,"end":1275.0851,"sentiment":"neutral","sentiment_score":0.06516104005277157}],"sentiment":"neutral","sentiment_score":0.04552734389223836,"num_words":11,"start":1271.7051,"end":1275.0851},{"sentences":[{"text":"Okay.","start":1278.63,"end":1278.9501,"sentiment":"neutral","sentiment_score":0.08000124990940094},{"text":"It's on.","start":1278.9501,"end":1279.51,"sentiment":"neutral","sentiment_score":0.08584211766719818},{"text":"Even though it doesn't say it, it's on.","start":1279.51,"end":1281.51,"sentiment":"neutral","sentiment_score":-0.011412829393520951},{"text":"Okay.","start":1281.51,"end":1282.01,"sentiment":"neutral","sentiment_score":0.1178128719329834},{"text":"Okay.","start":1296.6849,"end":1297.1849,"sentiment":"neutral","sentiment_score":0.158525288105011}],"sentiment":"neutral","sentiment_score":0.033593923856432624,"num_words":13,"start":1278.63,"end":1297.1849},{"sentences":[{"text":"Alright.","start":1297.245,"end":1297.745,"sentiment":"neutral","sentiment_score":0.15319019556045532},{"text":"Okay.","start":1297.965,"end":1298.445,"sentiment":"neutral","sentiment_score":0.1256314367055893},{"text":"I'll wait to hear back from you.","start":1298.445,"end":1299.965,"sentiment":"neutral","sentiment_score":0.10765349226338523},{"text":"Alright.","start":1299.965,"end":1300.465,"sentiment":"neutral","sentiment_score":0.06504242867231369},{"text":"Alright.","start":1303.647,"end":1304.147,"sentiment":"positive","sentiment_score":0.6553875207901001}],"sentiment":"neutral","sentiment_score":0.15934782068837772,"num_words":11,"start":1297.245,"end":1304.147},{"sentences":[{"text":"Okay.","start":1306.9269,"end":1307.4269,"sentiment":"positive","sentiment_score":0.33438074588775635},{"text":"Alright.","start":1307.647,"end":1308.0469,"sentiment":"positive","sentiment_score":0.3820760250091553},{"text":"Thank you.","start":1308.0469,"end":1308.767,"sentiment":"positive","sentiment_score":0.7074975073337555},{"text":"Bye.","start":1308.767,"end":1309.267,"sentiment":"positive","sentiment_score":0.4437943398952484},{"text":"You too.","start":1312.127,"end":1312.9469,"sentiment":"neutral","sentiment_score":0.06992557272315025}],"sentiment":"positive","sentiment_score":0.3878710387008531,"num_words":7,"start":1306.9269,"end":1312.9469}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. This is Airtel accounts. How may I help you today?\n\nChannel 1: Good morning. I received my monthly account, and we signed up a couple of months ago. And it's not a big deal, but it's a slightly higher amount than what we signed up for. And I didn't receive any notice of the increase. So I was just wondering what was going on.\n\nChannel 0: Oh, thank you so much for your call today. I would love to check your account. Let me pull this out for you. May I have your full name, please?\n\nChannel 1: Bill Kristofsky.\n\nChannel 0: Thank you. And your phone number, please? Last four digits,\n\nChannel 1: Of my mobile number?\n\nChannel 0: please? Yeah. Just the last four digits.\n\nChannel 1: 8864.\n\nChannel 0: Thank you so much. Nice to have you in the line, Bill. And lastly, your birthday, please?\n\nChannel 1: 12/21/1963?\n\nChannel 0: Thank you. Bill, just give me a moment. Let me just go ahead and further review your account.\n\nChannel 1: Sure.\n\nChannel 0: Stay on the line, please.\n\nChannel 1: Stop. Thanks.\n\nChannel 0: Thank you so much for holding on the line. Sorry for that, Bill.\n\nChannel 1: No worries. Yeah. That's fine.\n\nChannel 0: Alright. So upon reviewing your account, your service is under the Linham Network. Recently, Linham Network implemented a price increase on their plans. Reason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard. But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75.\n\nBecause, previously, from our old site, this 50 MBPS plan only offers $89.95. However, Linham Network implemented a price increase. So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new site. That's the explanation why your bill is a bit higher compared to your first bill from us.\n\nChannel 1: So we signed up last month for a $79 monthly plan, and you're saying it's gone to it's jumped to $95 without notice.\n\nChannel 0: Yes. As long as the rates remain unchanged, that amount will be fixed. However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly\n\nChannel 1: So\n\nChannel 0: because\n\nChannel 1: we\n\nChannel 0: it's\n\nChannel 1: had the\n\nChannel 0: the same\n\nChannel 1: suite\n\nChannel 0: I'm\n\nChannel 1: so\n\nChannel 0: sorry.\n\nChannel 1: we had\n\nChannel 0: Go ahead.\n\nChannel 1: the sign up so we had the sign up rate. The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase.\n\nChannel 0: Yeah. It's roughly that amount. So 50 MBPS previously from our old site when no increase from the network is $79.95. However, they suddenly increased the pricing. That plan 50 MBPS, it's 95 as of this current month commenced this month.\n\nIt's there increases their price to all Internet service provider to to their retail service provider.\n\nChannel 1: So why why weren't we advised of being Chris?\n\nChannel 0: Actually, this one has been posted to your account under documents. That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks. That's the notification put on your account. And, unfortunately, this price increase has been applied to all Linham network services.\n\nChannel 1: So you don't advise of the price increase? The customer has to go and find the notice in in some portal.\n\nChannel 0: Fortunately, that's the notice putting on all in Lindholm account. We did not send any email or SMS. It was put into the documents to your customer portal accessible.\n\nChannel 1: Okay. So the monthly amount is $95 a month. Why we why why would we charge the $80.75?\n\nChannel 0: Because you are eligible for 15% discount. If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95. However, the 15% discount has been applied to your account. Reason why went down to $80.75. You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December.\n\nBecause you've you've locked in four twenty four MAC contract. Reason why you are eligible for that discount period for 15%.\n\nChannel 1: The 15% discount is only for three months, not not for the whole twenty four month period.\n\nChannel 0: Yes. That is correct. A three months 15% period.\n\nChannel 1: What's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months. What what's the point of locking in for twenty four months if the price can change anytime?\n\nChannel 0: Yeah. I understand your point of view in reference with this. However, we just need too much of the increased rates from the network. But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill. I do\n\nChannel 1: Well,\n\nChannel 0: understand your go ahead.\n\nChannel 1: I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type. If you sign up for a fixed period, the price is fixed for that period. I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up. I I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period.\n\nChannel 0: Yeah. We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription. As long as their rates remain unchanged, we can keep our customer pricing fixed as well. However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly. This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us.\n\nSo, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that. Reason why we need to ensure at least unnecessary adjustment when it comes to pricing. We will not\n\nChannel 1: Okay.\n\nChannel 0: increase these prices unless the network did not increase their prices to their retail service provider like us.\n\nChannel 1: Okay. If I decide that I wanna leave and go somewhere else, What do I\n\nChannel 0: You\n\nChannel 1: have\n\nChannel 0: have\n\nChannel 1: to\n\nChannel 0: to provide\n\nChannel 1: do?\n\nChannel 0: a thirty days notice. And then since you are locked in for twenty four month contract, there will be a cancellation fee applies. Technically, for twenty four month contract, it will be $240 plus GST cancellation fee.\n\nChannel 1: Are you serious? You locked me in on a twenty four month contract. You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee. Oh my goodness. That is absolutely insane.\n\nChannel 0: Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95.\n\nChannel 1: I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months. I think that's that's fair and reasonable and and and shows good business etiquette. This is insane. You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate. You're locked in now for for two years.\n\nAnd if you wanna go, that's fine. If you wanna go, that's fine. But we're gonna charge you a $250 cancellation fee. That's that's that's robbery. Anyway alright.\n\nI'm gonna wait. I'm gonna wait to see what you can do.\n\nChannel 0: Yes, Bill. I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this. But nothing to worry. I do appreciate and I understand your feedback and point of view in reference with this price increase. So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back.\n\nIs that okay?\n\nChannel 1: Are you gonna call me back? Alright. Before you go,\n\nChannel 0: Yeah.\n\nChannel 1: two more\n\nChannel 0: Call\n\nChannel 1: things\n\nChannel 0: you back.\n\nChannel 1: two more things. If I if I end up staying with you, are you able to post the accounts every month instead of emailing them?\n\nChannel 0: Oh, I'm sorry. What do you mean post your account every month?\n\nChannel 1: If I if I don't change providers, if I stay with Airtel, at the moment,\n\nChannel 0: Mhmm.\n\nChannel 1: you email at the moment, you email the accounts to me. Can you post them in the mail? Can you send them in the post instead of email every month?\n\nChannel 0: Oh, okay. Actually, I I do see on here that there is, like, an option to send you the paper bill via via mail. However, however, I'm afraid because there's, like, a fee for that. It's, like, $2.20 per page, and it's it will be a a four size.\n\nChannel 1: I'm a pensioner\n\nChannel 0: So you\n\nChannel 1: concession card I'm a pensioner concession card holder. Can you waive that fee if I stay with\n\nChannel 0: And,\n\nChannel 1: you?\n\nChannel 0: yeah, and, also, I have to check if they are still offering this because, you know, we are in a digital world. So I'm afraid that they won't be able to sustain in sending you the paper bill.\n\nChannel 1: So they wouldn't be able to absorb the cost for a paper bill if I stay with you?\n\nChannel 0: I can go ahead and definitely request to waive the fee for the paper bill. What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM.\n\nChannel 1: Alright. Well, when you come back to me\n\nChannel 0: Yeah.\n\nChannel 1: about the about the contract and the price, you can let me know about the about the\n\nChannel 0: Paper\n\nChannel 1: paper bill\n\nChannel 0: bin.\n\nChannel 1: fee. Yeah. Okay. And\n\nChannel 0: Sure.\n\nChannel 1: one last question. When I got the first bill last month, I thought I'd arranged direct debit. I rang up. There was an issue. It was sorted later.\n\nSo I thought direct debit was in place, but there's no direct debit on the current bill. So is it in place or not?\n\nChannel 0: Oh, I do see on here that it was successfully set up on your account, your direct debit. And then the direct debit terms and condition as well has been sent to you that day, 09/10/2026. So from this month onwards, your recurring invoice for the Internet will be processed via direct debit using your card that you have on record on your account.\n\nChannel 1: Alright. Okay. Because the account that was emailed to me this morning makes no mention of direct\n\nChannel 0: Mhmm.\n\nChannel 1: debit. It just says that that the amount is due on the, I don't know, the October 11, whatever date it is. But normally normally, it if if there's direct debit in place, it says it on the account. So so you're saying\n\nChannel 0: Oh,\n\nChannel 1: it's in place, but it doesn't say anything on the account?\n\nChannel 0: it doesn't say anything on the invoice itself. It does it does show from your account, and it shows from your document And, also, the confirmation that your direct debit has been successfully set up has been sent to you as well via email. It doesn't show from the invoice itself that this specific account has been set up for direct debit. That's not how the invoice is set up here in Airtel.\n\nChannel 1: Alright. Okay. Alright. So I can\n\nChannel 0: But\n\nChannel 1: take\n\nChannel 0: I can\n\nChannel 1: it as\n\nChannel 0: confirm\n\nChannel 1: I would expect.\n\nChannel 0: it but\n\nChannel 1: Okay.\n\nChannel 0: I can\n\nChannel 1: So\n\nChannel 0: confirm\n\nChannel 1: I'll take it.\n\nChannel 0: it's set\n\nChannel 1: Alright.\n\nChannel 0: up.\n\nChannel 1: Okay. Alright. If you can confirm that it's set up because that that's unusual. With the gas, the electricity, the phone, with all the bills, if a direct debit is set up, it says it on the account. Direct debit due on such and such a date.\n\nIf there's no direct debit, it doesn't say it. It just says, you know, accounts due on this date. No no mention of direct debit. So you this is the first organization that I I I've come across where you can have a direct debit arrangement in place and it doesn't say it on the bill. So the customer doesn't know whether whether they're in or out.\n\nOkay. Alright. You're telling me it's it's on. Okay. It's on.\n\nChannel 0: Yeah. It's\n\nChannel 1: Okay. It's on. Even though it doesn't say it, it's on.\n\nChannel 0: on.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. I can confirm it's on. And from your document, it shows terms and conditions sent. So that's the indication that your direct debit has been successfully set up on your account.\n\nChannel 1: Okay. Alright. Okay. I'll wait to hear back from you. Alright.\n\nChannel 0: Sure, Bill. Thank you so much for your time,\n\nChannel 1: Alright.\n\nChannel 0: and I really appreciate your feedback. Talk soon.\n\nChannel 1: Okay. Alright. Thank\n\nChannel 0: Thank\n\nChannel 1: you.\n\nChannel 0: you.\n\nChannel 1: Bye.\n\nChannel 0: Please please have a good day. Bye bye.\n\nChannel 1: You too.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.79999995,"sentiment":"neutral","sentiment_score":0.20238840579986572},{"text":"Good morning.","start":0.79999995,"end":1.4399999,"sentiment":"positive","sentiment_score":0.4025714099407196},{"text":"This is Airtel accounts.","start":1.4399999,"end":2.8,"sentiment":"positive","sentiment_score":0.33767542243003845},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"positive","sentiment_score":0.36565298835436505}],"sentiment":"positive","sentiment_score":0.350165449655973,"channel":0,"num_words":13,"start":0.56,"end":4.1},{"sentences":[{"text":"Good morning.","start":5.92,"end":6.66,"sentiment":"neutral","sentiment_score":0.16667628288269043},{"text":"I received my monthly account, and we signed up a couple of months ago.","start":7.6,"end":14.08,"sentiment":"neutral","sentiment_score":0.034170964998858314},{"text":"And it's not a big deal, but it's a slightly higher amount than what we signed up for.","start":14.08,"end":19.045,"sentiment":"neutral","sentiment_score":-0.1659425004488892},{"text":"And I didn't receive any notice of the increase.","start":19.045,"end":21.445,"sentiment":"negative","sentiment_score":-0.3943822880585988},{"text":"So I was just wondering what was going on.","start":21.445,"end":24.425,"sentiment":"neutral","sentiment_score":-0.2022379951344596}],"sentiment":"neutral","sentiment_score":-0.1450923361743872,"channel":1,"num_words":52,"start":5.92,"end":24.425},{"sentences":[{"text":"Oh, thank you so much for your call today.","start":24.92,"end":26.84,"sentiment":"positive","sentiment_score":0.5632824036810133},{"text":"I would love to check your account.","start":26.84,"end":28.6,"sentiment":"positive","sentiment_score":0.44602356212479727},{"text":"Let me pull this out for you.","start":28.6,"end":30.2,"sentiment":"neutral","sentiment_score":0.29517453057425364},{"text":"May I have your full name, please?","start":30.2,"end":32.7,"sentiment":"neutral","sentiment_score":0.16900720979486192}],"sentiment":"positive","sentiment_score":0.38136595835288367,"channel":0,"num_words":30,"start":24.92,"end":32.7},{"sentences":[{"text":"Bill Kristofsky.","start":33.97,"end":34.95,"sentiment":"neutral","sentiment_score":0.07215531915426254}],"sentiment":"neutral","sentiment_score":0.07215531915426254,"channel":1,"num_words":2,"start":33.97,"end":34.95},{"sentences":[{"text":"Thank you.","start":36.68,"end":37.48,"sentiment":"neutral","sentiment_score":0.18765497207641602},{"text":"And your phone number, please?","start":37.48,"end":39.5,"sentiment":"neutral","sentiment_score":0.057223453372716906},{"text":"Last four digits,","start":39.835,"end":40.895,"sentiment":"neutral","sentiment_score":0.018349474916855495}],"sentiment":"neutral","sentiment_score":0.0716475635766983,"channel":0,"num_words":10,"start":36.68,"end":40.895},{"sentences":[{"text":"Of my mobile number?","start":42.864998,"end":44.325,"sentiment":"neutral","sentiment_score":0.02734899311326444}],"sentiment":"neutral","sentiment_score":0.02734899311326444,"channel":1,"num_words":4,"start":42.864998,"end":44.325},{"sentences":[{"text":"please?","start":44.475,"end":44.954998,"sentiment":"neutral","sentiment_score":0.04253502935171127},{"text":"Yeah.","start":44.954998,"end":45.274998,"sentiment":"neutral","sentiment_score":0.024190936237573624},{"text":"Just the last four digits.","start":45.274998,"end":46.735,"sentiment":"neutral","sentiment_score":0.023948960565030576}],"sentiment":"neutral","sentiment_score":0.026638681202062538,"channel":0,"num_words":7,"start":44.475,"end":46.735},{"sentences":[{"text":"8864.","start":49.745,"end":51.364998,"sentiment":"neutral","sentiment_score":0.03212231025099754}],"sentiment":"neutral","sentiment_score":0.03212231025099754,"channel":1,"num_words":1,"start":49.745,"end":51.364998},{"sentences":[{"text":"Thank you so much.","start":52.12,"end":53.16,"sentiment":"positive","sentiment_score":0.5176056623458862},{"text":"Nice to have you in the line, Bill.","start":53.16,"end":54.76,"sentiment":"positive","sentiment_score":0.6400429755449295},{"text":"And lastly, your birthday, please?","start":54.76,"end":56.86,"sentiment":"neutral","sentiment_score":0.10780959576368332}],"sentiment":"positive","sentiment_score":0.4546949666212587,"channel":0,"num_words":17,"start":52.12,"end":56.86},{"sentences":[{"text":"12/21/1963?","start":58.36,"end":61.02,"sentiment":"neutral","sentiment_score":0.0723557099699974}],"sentiment":"neutral","sentiment_score":0.0723557099699974,"channel":1,"num_words":1,"start":58.36,"end":61.02},{"sentences":[{"text":"Thank you.","start":61.8,"end":62.62,"sentiment":"neutral","sentiment_score":0.2737429291009903},{"text":"Bill, just give me a moment.","start":63.0,"end":64.44,"sentiment":"neutral","sentiment_score":0.11616757263739903},{"text":"Let me just go ahead and further 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please.","start":68.685,"end":69.905,"sentiment":"neutral","sentiment_score":0.07183743640780449}],"sentiment":"neutral","sentiment_score":0.07183743640780449,"channel":0,"num_words":5,"start":68.685,"end":69.905},{"sentences":[{"text":"Stop.","start":71.095,"end":71.575,"sentiment":"neutral","sentiment_score":0.016153793781995773},{"text":"Thanks.","start":71.575,"end":72.075,"sentiment":"neutral","sentiment_score":0.13324105739593506}],"sentiment":"neutral","sentiment_score":0.07469742558896542,"channel":1,"num_words":2,"start":71.095,"end":72.075},{"sentences":[{"text":"Thank you so much for holding on the line.","start":386.53998,"end":388.38,"sentiment":"neutral","sentiment_score":0.2715544601281484},{"text":"Sorry for that, Bill.","start":388.38,"end":389.68,"sentiment":"neutral","sentiment_score":-0.05427962448447943}],"sentiment":"neutral","sentiment_score":0.1712978187088783,"channel":0,"num_words":13,"start":386.53998,"end":389.68},{"sentences":[{"text":"No worries.","start":390.13998,"end":390.69998,"sentiment":"neutral","sentiment_score":0.017517663538455963},{"text":"Yeah.","start":390.69998,"end":390.94,"sentiment":"neutral","sentiment_score":0.11096565425395966},{"text":"That's fine.","start":390.94,"end":391.68,"sentiment":"neutral","sentiment_score":0.15466822683811188}],"sentiment":"neutral","sentiment_score":0.09106748700141906,"channel":1,"num_words":5,"start":390.13998,"end":391.68},{"sentences":[{"text":"Alright.","start":391.25998,"end":391.74,"sentiment":"neutral","sentiment_score":0.0814155712723732},{"text":"So upon reviewing your account, your service is under the Linham Network.","start":391.74,"end":397.03998,"sentiment":"neutral","sentiment_score":-0.007357471932967504},{"text":"Recently, Linham Network implemented a price increase on their plans.","start":397.41998,"end":401.59998,"sentiment":"neutral","sentiment_score":-0.12369139865040779},{"text":"Reason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard.","start":402.035,"end":411.895,"sentiment":"neutral","sentiment_score":-0.06892578005367382},{"text":"But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75.","start":412.35498,"end":421.57,"sentiment":"neutral","sentiment_score":-0.06099008591402145}],"sentiment":"neutral","sentiment_score":-0.06122647036064529,"channel":0,"num_words":66,"start":391.25998,"end":421.57},{"sentences":[{"text":"Because, previously, from our old site, this 50 MBPS plan only offers $89.95.","start":422.03003,"end":430.35,"sentiment":"neutral","sentiment_score":-0.12782265016665825},{"text":"However, Linham Network implemented a price increase.","start":430.35,"end":433.965,"sentiment":"neutral","sentiment_score":-0.14193670345204218},{"text":"So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new 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had","start":491.85,"end":492.25,"sentiment":"neutral","sentiment_score":-0.08876397088170052}],"sentiment":"neutral","sentiment_score":-0.08876397088170052,"channel":1,"num_words":2,"start":491.85,"end":492.25},{"sentences":[{"text":"Go ahead.","start":492.07498,"end":492.735,"sentiment":"neutral","sentiment_score":-0.08096825331449509}],"sentiment":"neutral","sentiment_score":-0.08096825331449509,"channel":0,"num_words":2,"start":492.07498,"end":492.735},{"sentences":[{"text":"the sign up so we had the sign up rate.","start":492.25,"end":496.17,"sentiment":"neutral","sentiment_score":-0.08549054153263569},{"text":"The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase.","start":496.17,"end":503.07,"sentiment":"neutral","sentiment_score":-0.2660944935950366}],"sentiment":"neutral","sentiment_score":-0.2096557585755363,"channel":1,"num_words":32,"start":492.25,"end":503.07},{"sentences":[{"text":"Yeah.","start":505.09,"end":505.41,"sentiment":"neutral","sentiment_score":-0.10239432752132416},{"text":"It's roughly that amount.","start":505.41,"end":508.31,"sentiment":"neutral","sentiment_score":-0.1142442598938942},{"text":"So 50 MBPS previously from our old site when no increase from the network is $79.95.","start":508.69,"end":517.49,"sentiment":"neutral","sentiment_score":-0.11197000718675554},{"text":"However, they suddenly increased the pricing.","start":517.49,"end":520.84503,"sentiment":"neutral","sentiment_score":-0.32128486782312393},{"text":"That plan 50 MBPS, it's 95 as of this current month commenced this month.","start":521.465,"end":530.445,"sentiment":"neutral","sentiment_score":-0.14114135397332056}],"sentiment":"neutral","sentiment_score":-0.1525507230402493,"channel":0,"num_words":41,"start":505.09,"end":530.445},{"sentences":[{"text":"It's there increases their price to all Internet service provider to to their retail service provider.","start":531.75,"end":540.25,"sentiment":"neutral","sentiment_score":-0.19961328990757465}],"sentiment":"neutral","sentiment_score":-0.19961328990757465,"channel":0,"num_words":16,"start":531.75,"end":540.25},{"sentences":[{"text":"So why why weren't we advised of being Chris?","start":542.95496,"end":546.415,"sentiment":"neutral","sentiment_score":-0.1764279587401284}],"sentiment":"neutral","sentiment_score":-0.1764279587401284,"channel":1,"num_words":9,"start":542.95496,"end":546.415},{"sentences":[{"text":"Actually, this one has been posted to your account under documents.","start":548.165,"end":552.505,"sentiment":"neutral","sentiment_score":-0.0431841564449397},{"text":"That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks.","start":552.885,"end":570.0,"sentiment":"neutral","sentiment_score":-0.04504425527135793},{"text":"That's the notification put on your account.","start":570.78,"end":574.0,"sentiment":"neutral","sentiment_score":-0.05344319183911596},{"text":"And, unfortunately, this price increase has been applied to all Linham network services.","start":574.675,"end":580.935,"sentiment":"negative","sentiment_score":-0.43745901263677156}],"sentiment":"neutral","sentiment_score":-0.11953299896170695,"channel":0,"num_words":69,"start":548.165,"end":580.935},{"sentences":[{"text":"So you don't advise of the price increase?","start":584.02997,"end":586.35,"sentiment":"neutral","sentiment_score":-0.2927601858973503},{"text":"The customer has to go and find the notice in in some portal.","start":586.35,"end":590.52997,"sentiment":"neutral","sentiment_score":-0.1558553077853643}],"sentiment":"neutral","sentiment_score":-0.20800954706612088,"channel":1,"num_words":21,"start":584.02997,"end":590.52997},{"sentences":[{"text":"Fortunately, that's the notice putting on all in Lindholm account.","start":592.12,"end":596.54,"sentiment":"neutral","sentiment_score":0.035941782779991625},{"text":"We did not send any email or SMS.","start":597.56,"end":600.94,"sentiment":"neutral","sentiment_score":-0.13770229369401932},{"text":"It was put into the documents to your customer portal accessible.","start":601.755,"end":607.215,"sentiment":"neutral","sentiment_score":-0.06413468752395023}],"sentiment":"neutral","sentiment_score":-0.04992007187985141,"channel":0,"num_words":29,"start":592.12,"end":607.215},{"sentences":[{"text":"Okay.","start":610.42,"end":610.82,"sentiment":"neutral","sentiment_score":-0.026636559516191483},{"text":"So the monthly amount is $95 a month.","start":610.82,"end":613.86,"sentiment":"neutral","sentiment_score":-0.03358686016872525},{"text":"Why we why why would we charge the $80.75?","start":613.86,"end":618.6,"sentiment":"neutral","sentiment_score":-0.11990015829602878}],"sentiment":"neutral","sentiment_score":-0.07635738141834736,"channel":1,"num_words":18,"start":610.42,"end":618.6},{"sentences":[{"text":"Because you are eligible for 15% discount.","start":619.62,"end":623.4,"sentiment":"neutral","sentiment_score":0.12420673136200223},{"text":"If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95.","start":623.7,"end":634.835,"sentiment":"neutral","sentiment_score":0.027107893937715778},{"text":"However, the 15% discount has been applied to your account.","start":634.975,"end":639.295,"sentiment":"neutral","sentiment_score":0.020025989040732384},{"text":"Reason why went down to $80.75.","start":639.295,"end":643.2,"sentiment":"neutral","sentiment_score":-0.0791538084546725},{"text":"You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December.","start":643.44,"end":653.06,"sentiment":"neutral","sentiment_score":0.1778902066381354}],"sentiment":"neutral","sentiment_score":0.06821175683559715,"channel":0,"num_words":69,"start":619.62,"end":653.06},{"sentences":[{"text":"Because you've you've locked in four twenty four MAC contract.","start":653.84,"end":657.395,"sentiment":"neutral","sentiment_score":0.016354837268590928},{"text":"Reason why you are eligible for that discount period for 15%.","start":657.455,"end":662.835,"sentiment":"neutral","sentiment_score":0.1194229085337032}],"sentiment":"neutral","sentiment_score":0.07034287459793545,"channel":0,"num_words":21,"start":653.84,"end":662.835},{"sentences":[{"text":"The 15% discount is only for three months, not not for the whole twenty four month period.","start":665.38,"end":671.96,"sentiment":"neutral","sentiment_score":-0.05612147139275775}],"sentiment":"neutral","sentiment_score":-0.05612147139275775,"channel":1,"num_words":17,"start":665.38,"end":671.96},{"sentences":[{"text":"Yes.","start":673.58,"end":673.98004,"sentiment":"neutral","sentiment_score":0.11500197649002077},{"text":"That is correct.","start":673.98004,"end":674.96,"sentiment":"neutral","sentiment_score":0.16353693107763925},{"text":"A three months 15% period.","start":675.10004,"end":677.52,"sentiment":"neutral","sentiment_score":0.03393627293407917}],"sentiment":"neutral","sentiment_score":0.08614379271037048,"channel":0,"num_words":9,"start":673.58,"end":677.52},{"sentences":[{"text":"What's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months.","start":680.385,"end":694.26,"sentiment":"negative","sentiment_score":-0.33667157668816416},{"text":"What what's the point of locking in for twenty four months if the price can change anytime?","start":694.26,"end":699.4,"sentiment":"neutral","sentiment_score":-0.19233088282977834}],"sentiment":"neutral","sentiment_score":-0.2920571804046631,"channel":1,"num_words":55,"start":680.385,"end":699.4},{"sentences":[{"text":"Yeah.","start":702.06,"end":702.38,"sentiment":"neutral","sentiment_score":-0.08903133869171143},{"text":"I understand your point of view in reference with this.","start":702.38,"end":705.51996,"sentiment":"neutral","sentiment_score":-0.12460755333304405},{"text":"However, we just need too much of the increased rates from the network.","start":705.74,"end":712.175,"sentiment":"negative","sentiment_score":-0.34162071920358217},{"text":"But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill.","start":712.635,"end":722.495,"sentiment":"neutral","sentiment_score":-0.015008508265018462},{"text":"I do","start":723.35,"end":723.75,"sentiment":"neutral","sentiment_score":0.03213776275515556}],"sentiment":"neutral","sentiment_score":-0.11935516476046805,"channel":0,"num_words":51,"start":702.06,"end":723.75},{"sentences":[{"text":"Well,","start":723.67,"end":724.17,"sentiment":"neutral","sentiment_score":0.03874753788113594}],"sentiment":"neutral","sentiment_score":0.03874753788113594,"channel":1,"num_words":1,"start":723.67,"end":724.17},{"sentences":[{"text":"understand your go ahead.","start":723.75,"end":727.37,"sentiment":"neutral","sentiment_score":0.06557874474674463}],"sentiment":"neutral","sentiment_score":0.06557874474674463,"channel":0,"num_words":4,"start":723.75,"end":727.37},{"sentences":[{"text":"I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type.","start":727.11,"end":735.135,"sentiment":"neutral","sentiment_score":-0.02043035553975238},{"text":"If you sign up for a fixed period, the price is fixed for that period.","start":735.135,"end":741.395,"sentiment":"neutral","sentiment_score":-0.1091667835911115},{"text":"I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up.","start":742.91,"end":753.31,"sentiment":"neutral","sentiment_score":-0.2653482056715909},{"text":"I I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period.","start":753.31,"end":759.905,"sentiment":"negative","sentiment_score":-0.45512245297431947}],"sentiment":"neutral","sentiment_score":-0.24353422250841622,"channel":1,"num_words":92,"start":727.11,"end":759.905},{"sentences":[{"text":"Yeah.","start":760.66504,"end":760.98505,"sentiment":"neutral","sentiment_score":-0.13599610328674316},{"text":"We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription.","start":760.98505,"end":768.445,"sentiment":"neutral","sentiment_score":-0.12290593373932336},{"text":"As long as their rates remain unchanged, we can keep our customer pricing fixed as well.","start":769.065,"end":774.525,"sentiment":"neutral","sentiment_score":-0.015469165053218603},{"text":"However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly.","start":774.87,"end":781.53,"sentiment":"negative","sentiment_score":-0.4339843261986971},{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us.","start":781.59,"end":793.97504,"sentiment":"neutral","sentiment_score":-0.10431414385957102}],"sentiment":"neutral","sentiment_score":-0.15537594173507518,"channel":0,"num_words":83,"start":760.66504,"end":793.97504},{"sentences":[{"text":"So, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that.","start":793.97504,"end":811.53,"sentiment":"neutral","sentiment_score":-0.18579082936048508},{"text":"Reason why we need to ensure at least unnecessary adjustment when it comes to pricing.","start":811.59,"end":817.85004,"sentiment":"negative","sentiment_score":-0.4304945687452952},{"text":"We will not","start":820.445,"end":821.325,"sentiment":"negative","sentiment_score":-0.3394681413968404}],"sentiment":"neutral","sentiment_score":-0.27560796037964197,"channel":0,"num_words":46,"start":793.97504,"end":821.325},{"sentences":[{"text":"Okay.","start":821.295,"end":821.795,"sentiment":"negative","sentiment_score":-0.40667468309402466}],"sentiment":"negative","sentiment_score":-0.40667468309402466,"channel":1,"num_words":1,"start":821.295,"end":821.795},{"sentences":[{"text":"increase these prices unless the network did not increase their prices to their retail service provider like us.","start":821.325,"end":832.305,"sentiment":"negative","sentiment_score":-0.4439241372876697}],"sentiment":"negative","sentiment_score":-0.4439241372876697,"channel":0,"num_words":18,"start":821.325,"end":832.305},{"sentences":[{"text":"Okay.","start":835.08,"end":835.56,"sentiment":"neutral","sentiment_score":-0.1946035921573639},{"text":"If I decide that I wanna leave and go somewhere else, What do I","start":835.56,"end":839.325,"sentiment":"neutral","sentiment_score":-0.29163484275341034}],"sentiment":"neutral","sentiment_score":-0.28516609271367394,"channel":1,"num_words":15,"start":835.08,"end":839.325},{"sentences":[{"text":"You","start":840.82,"end":841.06,"sentiment":"neutral","sentiment_score":-0.2045899033546448}],"sentiment":"neutral","sentiment_score":-0.2045899033546448,"channel":0,"num_words":1,"start":840.82,"end":841.06},{"sentences":[{"text":"have","start":840.89496,"end":841.14496,"sentiment":"neutral","sentiment_score":-0.26689425110816956}],"sentiment":"neutral","sentiment_score":-0.26689425110816956,"channel":1,"num_words":1,"start":840.89496,"end":841.14496},{"sentences":[{"text":"have","start":841.06,"end":841.38,"sentiment":"neutral","sentiment_score":-0.21176229417324063}],"sentiment":"neutral","sentiment_score":-0.21176229417324063,"channel":0,"num_words":1,"start":841.06,"end":841.38},{"sentences":[{"text":"to","start":841.14496,"end":841.64496,"sentiment":"neutral","sentiment_score":-0.2162184715270996}],"sentiment":"neutral","sentiment_score":-0.2162184715270996,"channel":1,"num_words":1,"start":841.14496,"end":841.64496},{"sentences":[{"text":"to provide","start":841.38,"end":842.12,"sentiment":"neutral","sentiment_score":-0.1894969418644905}],"sentiment":"neutral","sentiment_score":-0.1894969418644905,"channel":0,"num_words":2,"start":841.38,"end":842.12},{"sentences":[{"text":"do?","start":841.785,"end":842.285,"sentiment":"neutral","sentiment_score":-0.21204249560832977}],"sentiment":"neutral","sentiment_score":-0.21204249560832977,"channel":1,"num_words":1,"start":841.785,"end":842.285},{"sentences":[{"text":"a thirty days notice.","start":842.42004,"end":843.80005,"sentiment":"neutral","sentiment_score":-0.20416829735040665},{"text":"And then since you are locked in for twenty four month contract, there will be a cancellation fee applies.","start":844.5,"end":850.765,"sentiment":"neutral","sentiment_score":-0.3140148567525964},{"text":"Technically, for twenty four month contract, it will be $240 plus GST cancellation fee.","start":851.22504,"end":858.765,"sentiment":"neutral","sentiment_score":-0.1063498705625534}],"sentiment":"neutral","sentiment_score":-0.22356361231288394,"channel":0,"num_words":37,"start":842.42004,"end":858.765},{"sentences":[{"text":"Are you serious?","start":861.27,"end":862.25,"sentiment":"neutral","sentiment_score":-0.29764724771181744},{"text":"You locked me in on a twenty four month contract.","start":863.59,"end":866.73,"sentiment":"negative","sentiment_score":-0.42726417928934096},{"text":"You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee.","start":867.315,"end":878.935,"sentiment":"negative","sentiment_score":-0.41771214408800006},{"text":"Oh my goodness.","start":879.72,"end":880.94,"sentiment":"neutral","sentiment_score":-0.31958117087682086},{"text":"That is absolutely insane.","start":881.0,"end":883.18,"sentiment":"negative","sentiment_score":-0.3531212769448757}],"sentiment":"negative","sentiment_score":-0.4019923224472083,"channel":1,"num_words":52,"start":861.27,"end":883.18},{"sentences":[{"text":"Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95.","start":884.105,"end":902.13,"sentiment":"neutral","sentiment_score":0.08927072489108795}],"sentiment":"neutral","sentiment_score":0.08927072489108795,"channel":0,"num_words":39,"start":884.105,"end":902.13},{"sentences":[{"text":"I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months.","start":904.255,"end":916.14,"sentiment":"neutral","sentiment_score":0.06484247419314507},{"text":"I think that's that's fair and reasonable and and and shows good business etiquette.","start":916.14,"end":922.08,"sentiment":"positive","sentiment_score":0.3534741018499647},{"text":"This is insane.","start":922.705,"end":923.745,"sentiment":"neutral","sentiment_score":-0.22678405046463013},{"text":"You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate.","start":923.745,"end":933.105,"sentiment":"neutral","sentiment_score":-0.172128927661106},{"text":"You're locked in now for for two years.","start":933.105,"end":935.585,"sentiment":"neutral","sentiment_score":-0.28109011240303516}],"sentiment":"neutral","sentiment_score":-0.009996925170222918,"channel":1,"num_words":96,"start":904.255,"end":935.585},{"sentences":[{"text":"And if you wanna go, that's fine.","start":935.585,"end":937.185,"sentiment":"neutral","sentiment_score":-0.08594101294875145},{"text":"If you wanna go, that's fine.","start":937.185,"end":938.44,"sentiment":"neutral","sentiment_score":-0.08274977530042331},{"text":"But we're gonna charge you a $250 cancellation fee.","start":938.44,"end":942.28,"sentiment":"negative","sentiment_score":-0.5109687215752072},{"text":"That's that's that's robbery.","start":942.28,"end":945.58,"sentiment":"negative","sentiment_score":-0.6660702526569366},{"text":"Anyway alright.","start":946.92004,"end":948.44,"sentiment":"neutral","sentiment_score":-0.1041925735771656}],"sentiment":"neutral","sentiment_score":-0.30605251408581224,"channel":1,"num_words":28,"start":935.585,"end":948.44},{"sentences":[{"text":"I'm gonna wait.","start":948.44,"end":949.24005,"sentiment":"neutral","sentiment_score":-0.0640630101164182},{"text":"I'm gonna wait to see what you can do.","start":949.24005,"end":951.34,"sentiment":"neutral","sentiment_score":-0.021794893468419712}],"sentiment":"neutral","sentiment_score":-0.032361922630419336,"channel":1,"num_words":12,"start":948.44,"end":951.34},{"sentences":[{"text":"Yes, Bill.","start":952.13995,"end":953.01996,"sentiment":"neutral","sentiment_score":0.07023973017930984},{"text":"I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this.","start":953.01996,"end":962.07996,"sentiment":"neutral","sentiment_score":0.11250762870678535},{"text":"But nothing to worry.","start":962.22,"end":963.68,"sentiment":"neutral","sentiment_score":0.027596418745815754},{"text":"I do appreciate and I understand your feedback and point of view in reference with this price increase.","start":963.74,"end":971.90497,"sentiment":"neutral","sentiment_score":0.03923239683111509},{"text":"So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back.","start":972.685,"end":983.32,"sentiment":"neutral","sentiment_score":0.11894444613294168}],"sentiment":"neutral","sentiment_score":0.0902642283278207,"channel":0,"num_words":72,"start":952.13995,"end":983.32},{"sentences":[{"text":"Is that okay?","start":983.38,"end":984.36,"sentiment":"neutral","sentiment_score":0.10151818146308263}],"sentiment":"neutral","sentiment_score":0.10151818146308263,"channel":0,"num_words":3,"start":983.38,"end":984.36},{"sentences":[{"text":"Are you gonna call me back?","start":986.075,"end":987.195,"sentiment":"neutral","sentiment_score":0.01408981035153071},{"text":"Alright.","start":987.195,"end":987.695,"sentiment":"neutral","sentiment_score":0.047860920429229736},{"text":"Before you go,","start":987.755,"end":988.715,"sentiment":"neutral","sentiment_score":0.02358017365137736}],"sentiment":"neutral","sentiment_score":0.020314030349254608,"channel":1,"num_words":10,"start":986.075,"end":988.715},{"sentences":[{"text":"Yeah.","start":988.5,"end":988.98,"sentiment":"neutral","sentiment_score":0.039040327072143555}],"sentiment":"neutral","sentiment_score":0.039040327072143555,"channel":0,"num_words":1,"start":988.5,"end":988.98},{"sentences":[{"text":"two 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things.","start":990.47504,"end":991.355,"sentiment":"neutral","sentiment_score":0.027201370646556217},{"text":"If I if I end up staying with you, are you able to post the accounts every month instead of emailing them?","start":991.355,"end":998.61,"sentiment":"neutral","sentiment_score":0.025724360973320225}],"sentiment":"neutral","sentiment_score":0.025901602134108543,"channel":1,"num_words":25,"start":990.47504,"end":998.61},{"sentences":[{"text":"Oh, I'm sorry.","start":1001.075,"end":1002.375,"sentiment":"neutral","sentiment_score":-0.06856533885002136},{"text":"What do you mean post your account every month?","start":1002.675,"end":1005.815,"sentiment":"neutral","sentiment_score":-0.06811335020595127}],"sentiment":"neutral","sentiment_score":-0.0682263473669688,"channel":0,"num_words":12,"start":1001.075,"end":1005.815},{"sentences":[{"text":"If I if I don't change providers, if I stay with Airtel, at the 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on.","start":1278.9501,"end":1279.51,"sentiment":"neutral","sentiment_score":0.08584211766719818},{"text":"Even though it doesn't say it, it's on.","start":1279.51,"end":1281.51,"sentiment":"neutral","sentiment_score":-0.011412829393520951}],"sentiment":"neutral","sentiment_score":0.0145802590996027,"channel":1,"num_words":11,"start":1278.63,"end":1281.51},{"sentences":[{"text":"on.","start":1281.1249,"end":1281.6249,"sentiment":"neutral","sentiment_score":0.03489711508154869}],"sentiment":"neutral","sentiment_score":0.03489711508154869,"channel":0,"num_words":1,"start":1281.1249,"end":1281.6249},{"sentences":[{"text":"Okay.","start":1281.51,"end":1282.01,"sentiment":"neutral","sentiment_score":0.1178128719329834}],"sentiment":"neutral","sentiment_score":0.1178128719329834,"channel":1,"num_words":1,"start":1281.51,"end":1282.01},{"sentences":[{"text":"Yeah.","start":1283.7649,"end":1284.085,"sentiment":"neutral","sentiment_score":0.19593149423599243},{"text":"I can confirm it's on.","start":1284.085,"end":1285.5249,"sentiment":"neutral","sentiment_score":0.2688169538974762},{"text":"And from your document, it shows terms and conditions sent.","start":1285.5249,"end":1289.7,"sentiment":"neutral","sentiment_score":0.2692416310310364},{"text":"So that's the indication that your direct debit has been successfully set up on your account.","start":1289.7,"end":1295.72,"sentiment":"positive","sentiment_score":0.4394847508519888}],"sentiment":"positive","sentiment_score":0.3520058933645487,"channel":0,"num_words":32,"start":1283.7649,"end":1295.72},{"sentences":[{"text":"Okay.","start":1296.6849,"end":1297.1849,"sentiment":"neutral","sentiment_score":0.158525288105011},{"text":"Alright.","start":1297.245,"end":1297.745,"sentiment":"neutral","sentiment_score":0.15319019556045532},{"text":"Okay.","start":1297.965,"end":1298.445,"sentiment":"neutral","sentiment_score":0.1256314367055893},{"text":"I'll wait to hear back from you.","start":1298.445,"end":1299.965,"sentiment":"neutral","sentiment_score":0.10765349226338523},{"text":"Alright.","start":1299.965,"end":1300.465,"sentiment":"neutral","sentiment_score":0.06504242867231369}],"sentiment":"neutral","sentiment_score":0.11417852680791508,"channel":1,"num_words":11,"start":1296.6849,"end":1300.465},{"sentences":[{"text":"Sure, Bill.","start":1301.355,"end":1302.075,"sentiment":"positive","sentiment_score":0.4317876100540161},{"text":"Thank you so much for your time,","start":1302.075,"end":1303.755,"sentiment":"positive","sentiment_score":0.8251796279634748}],"sentiment":"positive","sentiment_score":0.7377591795391507,"channel":0,"num_words":9,"start":1301.355,"end":1303.755},{"sentences":[{"text":"Alright.","start":1303.647,"end":1304.147,"sentiment":"positive","sentiment_score":0.6553875207901001}],"sentiment":"positive","sentiment_score":0.6553875207901001,"channel":1,"num_words":1,"start":1303.647,"end":1304.147},{"sentences":[{"text":"and I really appreciate your feedback.","start":1303.755,"end":1305.775,"sentiment":"positive","sentiment_score":0.7829357087612152},{"text":"Talk soon.","start":1305.915,"end":1306.735,"sentiment":"positive","sentiment_score":0.5176558941602707}],"sentiment":"positive","sentiment_score":0.7166157551109791,"channel":0,"num_words":8,"start":1303.755,"end":1306.735},{"sentences":[{"text":"Okay.","start":1306.9269,"end":1307.4269,"sentiment":"positive","sentiment_score":0.33438074588775635},{"text":"Alright.","start":1307.647,"end":1308.0469,"sentiment":"positive","sentiment_score":0.3820760250091553},{"text":"Thank","start":1308.0469,"end":1308.367,"sentiment":"positive","sentiment_score":0.7274495959281921}],"sentiment":"positive","sentiment_score":0.4813021222750346,"channel":1,"num_words":3,"start":1306.9269,"end":1308.367},{"sentences":[{"text":"Thank","start":1308.315,"end":1308.635,"sentiment":"positive","sentiment_score":0.7443400025367737}],"sentiment":"positive","sentiment_score":0.7443400025367737,"channel":0,"num_words":1,"start":1308.315,"end":1308.635},{"sentences":[{"text":"you.","start":1308.367,"end":1308.767,"sentiment":"positive","sentiment_score":0.6875454187393188}],"sentiment":"positive","sentiment_score":0.6875454187393188,"channel":1,"num_words":1,"start":1308.367,"end":1308.767},{"sentences":[{"text":"you.","start":1308.635,"end":1309.035,"sentiment":"positive","sentiment_score":0.5461698770523071}],"sentiment":"positive","sentiment_score":0.5461698770523071,"channel":0,"num_words":1,"start":1308.635,"end":1309.035},{"sentences":[{"text":"Bye.","start":1308.767,"end":1309.267,"sentiment":"positive","sentiment_score":0.4437943398952484}],"sentiment":"positive","sentiment_score":0.4437943398952484,"channel":1,"num_words":1,"start":1308.767,"end":1309.267},{"sentences":[{"text":"Please please have a good day.","start":1309.035,"end":1310.635,"sentiment":"positive","sentiment_score":0.606579452753067},{"text":"Bye bye.","start":1310.635,"end":1311.295,"sentiment":"neutral","sentiment_score":0.2808171361684799}],"sentiment":"positive","sentiment_score":0.5251388736069202,"channel":0,"num_words":8,"start":1309.035,"end":1311.295},{"sentences":[{"text":"You too.","start":1312.127,"end":1312.9469,"sentiment":"neutral","sentiment_score":0.06992557272315025}],"sentiment":"neutral","sentiment_score":0.06992557272315025,"channel":1,"num_words":2,"start":1312.127,"end":1312.9469}]},"summary":{"result":"success","short":"A customer called Airtel to inquire about a price increase on their plan and was informed that it was implemented last month and had a $15 increase due to a price increase on their plan. The customer is advised to check their bill and look for a notice on their account. The discount is only for three months and adjustments need to be made if the network provider increases their rates. The customer is concerned about being locked into a contract for 24 months and is offered a price extension to maintain pricing. The agent tries to convince the customer to post their account and waive fees for paper bills, but the customer is hesitant and the agent explains that direct debit is not possible. The agent confirms that the customer's direct debit has been set up and promises to call back with updates."},"intents":{"segments":[{"text":"I received my monthly account, and we signed up a couple of months ago. And it's not a big deal, but it's a slightly higher amount than what we signed up for. And I didn't receive any notice of the increase. So I was just wondering what was going on.","start_word":15,"end_word":64,"intents":[{"intent":"Request explanation","confidence_score":0.00044876573}]},{"text":"Oh, thank you so much for your call today. I would love to check your account. Let me pull this out for you. May I have your full name, please? Bill Kristofsky.","start_word":65,"end_word":96,"intents":[{"intent":"Review account","confidence_score":0.020586371}]},{"text":"I would love to check your account. Let me pull this out for you. May I have your full name, please? Bill Kristofsky.","start_word":74,"end_word":96,"intents":[{"intent":"Check account","confidence_score":0.682021}]},{"text":"However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly because So we it's had the the same suite I'm so sorry. we had Go ahead. the sign up so we had the sign up rate. The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase. Yeah.","start_word":347,"end_word":412,"intents":[{"intent":"Adjust pricing","confidence_score":0.037387326}]},{"text":"And then since you are locked in for twenty four month contract, there will be a cancellation fee applies.","start_word":1107,"end_word":1125,"intents":[{"intent":"Announce contract cancellation","confidence_score":0.000043627675}]},{"text":"You locked me in on a twenty four month contract. You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee. Oh my goodness.","start_word":1143,"end_word":1187,"intents":[{"intent":"Discuss price increase","confidence_score":0.023449002}]},{"text":"Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95. I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months.","start_word":1192,"end_word":1269,"intents":[{"intent":"Propose discount extension","confidence_score":0.00008869634}]},{"text":"Anyway alright.","start_word":1353,"end_word":1354,"intents":[{"intent":"Determine agreement","confidence_score":0.00049702753}]},{"text":"I'm gonna wait. I'm gonna wait to see what you can do. Yes, Bill.","start_word":1355,"end_word":1368,"intents":[{"intent":"Consider resolution","confidence_score":0.0028845267}]},{"text":"I do appreciate and I understand your feedback and point of view in reference with this price increase.","start_word":1399,"end_word":1416,"intents":[{"intent":"Express appreciation","confidence_score":0.021461623}]},{"text":"If I if I end up staying with you, are you able to post the accounts every month instead of emailing them? Oh, I'm sorry.","start_word":1462,"end_word":1486,"intents":[{"intent":"Ask about emailing accounts","confidence_score":0.0006948151}]},{"text":"Can you waive that fee if I stay with And, you?","start_word":1604,"end_word":1614,"intents":[{"intent":"Request waive fee","confidence_score":0.09350862}]},{"text":"What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM. Alright.","start_word":1686,"end_word":1719,"intents":[{"intent":"Confirm paper bill availability","confidence_score":0.035131272}]},{"text":"When I got the first bill last month, I thought I'd arranged direct debit. I rang up.","start_word":1757,"end_word":1773,"intents":[{"intent":"Arrange direct debit","confidence_score":0.0030637104}]},{"text":"Okay.","start_word":2017,"end_word":2017,"intents":[{"intent":"Confirm setup and confirm direct debit arrangement","confidence_score":0.012085042}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.20238840579986572},{"text":"Good morning. This is Airtel accounts. How may I help you today?","start_word":1,"end_word":12,"sentiment":"positive","sentiment_score":0.3584321141242981},{"text":"Good morning. I received my monthly account, and we signed up a couple of months ago. And it's not a big deal, but it's a slightly higher amount than what we signed up for.","start_word":13,"end_word":46,"sentiment":"neutral","sentiment_score":-0.06760277599096298},{"text":"And I didn't receive any notice of the increase.","start_word":47,"end_word":55,"sentiment":"negative","sentiment_score":-0.3902515769004822},{"text":"So I was just wondering what was going on.","start_word":56,"end_word":64,"sentiment":"neutral","sentiment_score":-0.19745537638664248},{"text":"Oh, thank you so much for your call today. I would love to check your account.","start_word":65,"end_word":80,"sentiment":"positive","sentiment_score":0.5051291584968567},{"text":"Let me pull this out for you. May I have your full name, please? Bill Kristofsky. Thank you. And your phone number, please? Last four digits, Of my mobile number? please? Yeah. Just the last four digits. 8864.","start_word":81,"end_word":118,"sentiment":"neutral","sentiment_score":0.1011871099472046},{"text":"Thank you so much. Nice to have you in the line, Bill.","start_word":119,"end_word":130,"sentiment":"positive","sentiment_score":0.5988789200782776},{"text":"And lastly, your birthday, please? 12/21/1963? Thank you. Bill, just give me a moment. Let me just go ahead and further review your account. Sure. Stay on the line, please. Stop. Thanks. Thank you so much for holding on the line. Sorry for that, Bill. No worries. Yeah. That's fine. Alright. So upon reviewing your account, your service is under the Linham Network. Recently, Linham Network implemented a price increase on their plans. Reason why, commenced this month, the standard price for the 50 MBPS plan, which is your current plan, will be $95 standard. But I could see on here that your recent bill had 15% discount applied, which brought the amount down to $80.75. Because, previously, from our old site, this 50 MBPS plan only offers $89.95. However, Linham Network implemented a price increase. So the standard price for this plan will be $95 commence this month, and this new prices has been posted as well to our new site.","start_word":131,"end_word":292,"sentiment":"neutral","sentiment_score":-0.006683393847197294},{"text":"That's the explanation why your bill is a bit higher compared to your first bill from us.","start_word":293,"end_word":309,"sentiment":"negative","sentiment_score":-0.3810596168041229},{"text":"So we signed up last month for a $79 monthly plan, and you're saying it's gone to it's jumped to $95 without notice. Yes. As long as the rates remain unchanged, that amount will be fixed.","start_word":310,"end_word":345,"sentiment":"neutral","sentiment_score":-0.2206815928220749},{"text":"However, when the network provider increases their rates, we, unfortunately, also need to adjust our pricing accordingly because So we it's had the the same suite I'm so sorry.","start_word":346,"end_word":374,"sentiment":"negative","sentiment_score":-0.3738704025745392},{"text":"we had Go ahead. the sign up so we had the sign up rate. The rate that we signed up at, we had that for one month, and now we've incurred a $15 a month increase. Yeah. It's roughly that amount. So 50 MBPS previously from our old site when no increase from the network is $79.95. However, they suddenly increased the pricing. That plan 50 MBPS, it's 95 as of this current month commenced this month. It's there increases their price to all Internet service provider to to their retail service provider. So why why weren't we advised of being Chris? Actually, this one has been posted to your account under documents. That's the notice showing on your account When you log in your account through the customer portal and go to your documents tab, it shows that pricing notice price may might be vary depending on the Linham networks. That's the notification put on your account.","start_word":375,"end_word":532,"sentiment":"neutral","sentiment_score":-0.13553425669670105},{"text":"And, unfortunately, this price increase has been applied to all Linham network services.","start_word":533,"end_word":545,"sentiment":"negative","sentiment_score":-0.42100033164024353},{"text":"So you don't advise of the price increase? The customer has to go and find the notice in in some portal. Fortunately, that's the notice putting on all in Lindholm account. We did not send any email or SMS. It was put into the documents to your customer portal accessible. Okay. So the monthly amount is $95 a month. Why we why why would we charge the $80.75? Because you are eligible for 15% discount. If you will take a look your fourth page of the bill, it will show that the standard price for the Linh Pod 50 MBPS was $95. However, the 15% discount has been applied to your account. Reason why went down to $80.75. You will be getting this discounted price for your three months recurring invoice commence this month, October, November, December. Because you've you've locked in four twenty four MAC contract. Reason why you are eligible for that discount period for 15%. The 15% discount is only for three months, not not for the whole twenty four month period. Yes. That is correct. A three months 15% period.","start_word":546,"end_word":729,"sentiment":"neutral","sentiment_score":-0.003032043343409896},{"text":"What's the point of locking in on a twenty four month contract if you're gonna increase the pricing, you know, in this case, within one month, and then and then the discount will be removed after three months.","start_word":730,"end_word":767,"sentiment":"negative","sentiment_score":-0.3385104238986969},{"text":"What what's the point of locking in for twenty four months if the price can change anytime? Yeah. I understand your point of view in reference with this. However, we just need too much of the increased rates from the network. But let me see what I can do if I can get an approval to approve another extension for the discounted period for you, Bill. I do Well, understand your go ahead. I'm I'm thinking I'm thinking with with any utility, gas, electricity, phone, Internet, I'm thinking it's the type. If you sign up for a fixed period, the price is fixed for that period. I I I've I've I've never known an institution where you sign up for six months or twelve months or twenty four months in this case, and one month in, the price goes up.","start_word":768,"end_word":907,"sentiment":"neutral","sentiment_score":-0.1350049376487732},{"text":"I I I can't see the point in in signing up for a fixed period if it doesn't fix the price for the whole period.","start_word":908,"end_word":932,"sentiment":"negative","sentiment_score":-0.4564971327781677},{"text":"Yeah. We are also dependent on the pricing set by our network providers, which is, Linham network for your subscription. As long as their rates remain unchanged, we can keep our customer pricing fixed as well.","start_word":933,"end_word":968,"sentiment":"neutral","sentiment_score":-0.07517122477293015},{"text":"However, when the network provider increases their rates, we unfortunately need to do some adjustment accordingly.","start_word":969,"end_word":984,"sentiment":"negative","sentiment_score":-0.424513965845108},{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable because they they provided an increase with us. So, like, for example, this 50 MBPS approximately, they're giving this, like, $90, and then it is given to our customer previously $79 or $85, something like that.","start_word":985,"end_word":1043,"sentiment":"neutral","sentiment_score":-0.14867106080055237},{"text":"Reason why we need to ensure at least unnecessary adjustment when it comes to pricing. We will not Okay. increase these prices unless the network did not increase their prices to their retail service provider like us.","start_word":1044,"end_word":1080,"sentiment":"negative","sentiment_score":-0.42628467082977295},{"text":"Okay. If I decide that I wanna leave and go somewhere else, What do I You have have to to provide do? a thirty days notice. And then since you are locked in for twenty four month contract, there will be a cancellation fee applies. Technically, for twenty four month contract, it will be $240 plus GST cancellation fee. Are you serious?","start_word":1081,"end_word":1142,"sentiment":"neutral","sentiment_score":-0.24211263224001853},{"text":"You locked me in on a twenty four month contract. You put the price up after one month, and then you say, if you wanna leave, you have to give a month's notice, and we're gonna sting you a $250 exit fee.","start_word":1143,"end_word":1184,"sentiment":"negative","sentiment_score":-0.4245895743370056},{"text":"Oh my goodness. That is absolutely insane. Bill, the best thing that I can do in reference with this is to try to get an approval to extend a discount period for you at least to maintain the amount lower than the standard pricing of $95. I think the least you can do is honor the twenty four month term that I was I was I was lured into committing to and and and and fix the price for the for the twenty four months.","start_word":1185,"end_word":1269,"sentiment":"neutral","sentiment_score":0.03831092268228531},{"text":"I think that's that's fair and reasonable and and and shows good business etiquette.","start_word":1270,"end_word":1283,"sentiment":"positive","sentiment_score":0.33597978949546814},{"text":"This is insane. You get you hook you hook someone in on a low price for a month, and then you put the price up a month later, and then you say, bad luck, mate. You're locked in now for for two years. And if you wanna go, that's fine. If you wanna go, that's fine.","start_word":1284,"end_word":1339,"sentiment":"neutral","sentiment_score":-0.17254440486431122},{"text":"But we're gonna charge you a $250 cancellation fee. That's that's that's robbery.","start_word":1340,"end_word":1352,"sentiment":"negative","sentiment_score":-0.5895462036132812},{"text":"Anyway alright. I'm gonna wait. I'm gonna wait to see what you can do. Yes, Bill. I'll I'll go ahead and further review your account, EternaDee, and let me see what's the best thing that we can do in reference with this. But nothing to worry. I do appreciate and I understand your feedback and point of view in reference with this price increase. So once I have this concrete resolution or offer to you that could be fairly, I'll go ahead and call you back. Is that okay? Are you gonna call me back? Alright. Before you go, Yeah. two more Call things you back. two more things. If I if I end up staying with you, are you able to post the accounts every month instead of emailing them? Oh, I'm sorry. What do you mean post your account every month? If I if I don't change providers, if I stay with Airtel, at the moment, Mhmm. you email at the moment, you email the accounts to me. Can you post them in the mail? Can you send them in the post instead of email every month? Oh, okay. Actually, I I do see on here that there is, like, an option to send you the paper bill via via mail.","start_word":1353,"end_word":1565,"sentiment":"neutral","sentiment_score":0.02352374659177843},{"text":"However, however, I'm afraid because there's, like, a fee for that.","start_word":1566,"end_word":1576,"sentiment":"negative","sentiment_score":-0.34145084023475647},{"text":"It's, like, $2.20 per page, and it's it will be a a four size. I'm a pensioner So you concession card I'm a pensioner concession card holder. Can you waive that fee if I stay with And, you? yeah, and, also, I have to check if they are still offering this because, you know, we are in a digital world.","start_word":1577,"end_word":1636,"sentiment":"neutral","sentiment_score":-0.1573256105184555},{"text":"So I'm afraid that they won't be able to sustain in sending you the paper bill. So they wouldn't be able to absorb the cost for a paper bill if I stay with you?","start_word":1637,"end_word":1670,"sentiment":"negative","sentiment_score":-0.4185769259929657},{"text":"I can go ahead and definitely request to waive the fee for the paper bill. What I'm trying to say is I'm not really sure if paper bill is still available, if someone from the office physically have to do this because it's all automatic from our CRM. Alright. Well, when you come back to me Yeah. about the about the contract and the price, you can let me know about the about the Paper paper bill bin. fee. Yeah. Okay. And Sure. one last question. When I got the first bill last month, I thought I'd arranged direct debit. I rang up. There was an issue. It was sorted later. So I thought direct debit was in place, but there's no direct debit on the current bill. So is it in place or not? Oh, I do see on here that it was successfully set up on your account, your direct debit.","start_word":1671,"end_word":1823,"sentiment":"neutral","sentiment_score":-0.028997329995036125},{"text":"And then the direct debit terms and condition as well has been sent to you that day, 09/10/2026.","start_word":1824,"end_word":1841,"sentiment":"positive","sentiment_score":0.3409082591533661},{"text":"So from this month onwards, your recurring invoice for the Internet will be processed via direct debit using your card that you have on record on your account. Alright. Okay.","start_word":1842,"end_word":1871,"sentiment":"neutral","sentiment_score":0.2427263310799996},{"text":"Because the account that was emailed to me this morning makes no mention of direct Mhmm.","start_word":1872,"end_word":1887,"sentiment":"negative","sentiment_score":-0.40727269649505615},{"text":"debit. It just says that that the amount is due on the, I don't know, the October 11, whatever date it is. But normally normally, it if if there's direct debit in place, it says it on the account. So so you're saying Oh, it's in place, but it doesn't say anything on the account? it doesn't say anything on the invoice itself. It does it does show from your account, and it shows from your document And, also, the confirmation that your direct debit has been successfully set up has been sent to you as well via email. It doesn't show from the invoice itself that this specific account has been set up for direct debit.","start_word":1888,"end_word":2004,"sentiment":"neutral","sentiment_score":-0.08797793835401535},{"text":"That's not how the invoice is set up here in Airtel.","start_word":2005,"end_word":2015,"sentiment":"negative","sentiment_score":-0.372599184513092},{"text":"Alright. Okay. Alright. So I can But take I can it as confirm I would expect. it but Okay. I can So confirm I'll take it. it's set Alright. up. Okay. Alright. If you can confirm that it's set up because that that's unusual. With the gas, the electricity, the phone, with all the bills, if a direct debit is set up, it says it on the account. Direct debit due on such and such a date. If there's no direct debit, it doesn't say it. It just says, you know, accounts due on this date. No no mention of direct debit. So you this is the first organization that I I I've come across where you can have a direct debit arrangement in place and it doesn't say it on the bill. So the customer doesn't know whether whether they're in or out. Okay. Alright. You're telling me it's it's on. Okay. It's on. Yeah. It's Okay. It's on. Even though it doesn't say it, it's on. on. Okay. Yeah. I can confirm it's on. And from your document, it shows terms and conditions sent.","start_word":2016,"end_word":2201,"sentiment":"neutral","sentiment_score":-0.0008973320946097374},{"text":"So that's the indication that your direct debit has been successfully set up on your account.","start_word":2202,"end_word":2217,"sentiment":"positive","sentiment_score":0.4300495386123657},{"text":"Okay. Alright. Okay. I'll wait to hear back from you. Alright.","start_word":2218,"end_word":2228,"sentiment":"neutral","sentiment_score":0.1227165013551712},{"text":"Sure, Bill. Thank you so much for your time, Alright. and I really appreciate your feedback. Talk soon. Okay. Alright. Thank Thank you. you. Bye. Please please have a good day.","start_word":2229,"end_word":2259,"sentiment":"positive","sentiment_score":0.6220036745071411},{"text":"Bye bye. You too.","start_word":2260,"end_word":2263,"sentiment":"neutral","sentiment_score":0.26937025785446167}],"average":{"sentiment":"neutral","sentiment_score":-0.07142786858378758}}}}