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Thank you so much for calling your account. How may I help you today? Oh, sure. We'd love to help you today.\n\nLet me just pull out your account here. What is your full name? Hi. Nice to have you in the line, Cody. And I'm happy to connect you to one of our tech rep to help you get connected to your Internet service and happy to hear that you got your complimentary router.\n\nAnd, also, since I have you in the line, would you like to set up a direct debit and then at the same time process your $20 delivery charge for the router. Oh, you set up oh, you sent it via email? Oh, I'm sorry. Via BPay? We haven't received the $20 payment.\n\nOkay. I understand. We sent the invoice June 5. Yes. Would you mind responding back to our email and send the proof of payment so we can fast track your payment?\n\nBecause it's still showing overdue on our end. Alright. Sure. We will wait for the proof of payment. Okay?\n\nJust responds back to the invoice sent. 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Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.32,"end":0.56,"sentiment":"neutral","sentiment_score":0.32873213291168213},{"text":"Thank you so much for calling your account.","start":0.56,"end":2.74,"sentiment":"positive","sentiment_score":0.6317754834890366},{"text":"How may I help you today?","start":2.8799999,"end":4.18,"sentiment":"positive","sentiment_score":0.5522337357203165},{"text":"Oh, sure.","start":11.5199995,"end":12.16,"sentiment":"neutral","sentiment_score":0.3115044981241226},{"text":"We'd love to help you today.","start":12.16,"end":13.759999,"sentiment":"positive","sentiment_score":0.5910743276278178}],"sentiment":"positive","sentiment_score":0.5593823207461316,"num_words":23,"start":0.32,"end":13.759999},{"sentences":[{"text":"Let me just pull out your account here.","start":13.759999,"end":16.915,"sentiment":"neutral","sentiment_score":0.2685010954737663},{"text":"What is your full name?","start":16.915,"end":18.375,"sentiment":"neutral","sentiment_score":0.1305510461330414},{"text":"Hi.","start":21.555,"end":21.875,"sentiment":"positive","sentiment_score":0.3570742607116699},{"text":"Nice to have you in the line, Cody.","start":21.875,"end":23.895,"sentiment":"positive","sentiment_score":0.687154695391655},{"text":"And I'm happy to connect you to one of our tech rep to help you get connected to your Internet service and happy to hear that you got your complimentary router.","start":24.515,"end":35.69,"sentiment":"positive","sentiment_score":0.7367417254755574}],"sentiment":"positive","sentiment_score":0.5942277227932552,"num_words":53,"start":13.759999,"end":35.69},{"sentences":[{"text":"And, also, since I have you in the line, would you like to set up a direct debit and then at the same time process your $20 delivery charge for the router.","start":36.23,"end":46.625,"sentiment":"neutral","sentiment_score":0.24770098528824747},{"text":"Oh, you set up oh, you sent it via email?","start":48.285,"end":55.585,"sentiment":"neutral","sentiment_score":0.01349777476862073},{"text":"Oh, I'm sorry.","start":55.645,"end":56.364998,"sentiment":"neutral","sentiment_score":-0.02819984530409177},{"text":"Via BPay?","start":56.364998,"end":57.105,"sentiment":"neutral","sentiment_score":-0.014288680627942085},{"text":"We haven't received the $20 payment.","start":63.989998,"end":67.29,"sentiment":"neutral","sentiment_score":-0.24180417756239572}],"sentiment":"neutral","sentiment_score":0.12259259083712438,"num_words":53,"start":36.23,"end":67.29},{"sentences":[{"text":"Okay.","start":75.244995,"end":75.645,"sentiment":"neutral","sentiment_score":0.015369199216365814},{"text":"I understand.","start":75.645,"end":76.305,"sentiment":"neutral","sentiment_score":0.01169633213430643},{"text":"We sent the invoice June 5.","start":76.365,"end":78.384995,"sentiment":"neutral","sentiment_score":-0.0002913043523828189},{"text":"Yes.","start":79.564995,"end":80.064995,"sentiment":"neutral","sentiment_score":0.03653861582279205},{"text":"Would you mind responding back to our email and send the proof of payment so we can fast track your payment?","start":82.365,"end":89.24,"sentiment":"neutral","sentiment_score":0.031779982681785314}],"sentiment":"neutral","sentiment_score":0.023901041597127914,"num_words":31,"start":75.244995,"end":89.24},{"sentences":[{"text":"Because it's still showing overdue on our end.","start":89.24,"end":92.14,"sentiment":"neutral","sentiment_score":-0.28857556357979774},{"text":"Alright.","start":94.92,"end":95.399994,"sentiment":"neutral","sentiment_score":0.048253849148750305},{"text":"Sure.","start":95.399994,"end":95.72,"sentiment":"neutral","sentiment_score":0.07153384387493134},{"text":"We will wait for the proof of payment.","start":95.72,"end":98.04,"sentiment":"neutral","sentiment_score":0.04847293463535607},{"text":"Okay?","start":98.04,"end":98.36,"sentiment":"neutral","sentiment_score":0.04270695149898529}],"sentiment":"neutral","sentiment_score":-0.0925434940543614,"num_words":19,"start":89.24,"end":98.36},{"sentences":[{"text":"Just responds back to the invoice sent.","start":98.36,"end":100.619995,"sentiment":"neutral","sentiment_score":0.04228598198720387},{"text":"Thank you so much, Cody, and please stay on the line.","start":100.805,"end":104.185,"sentiment":"neutral","sentiment_score":0.16449160128831863},{"text":"Let me connect you to our tech rep.","start":104.244995,"end":106.985,"sentiment":"neutral","sentiment_score":0.17703321389853954},{"text":"Thank you.","start":108.085,"end":108.905,"sentiment":"neutral","sentiment_score":0.2581559121608734}],"sentiment":"neutral","sentiment_score":0.14421382227114268,"num_words":28,"start":98.36,"end":108.905}]}}]},{"alternatives":[{"transcript":"Hi. 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I was just hoping to set up my Wi Fi. My modem has come now. Cody John Fay. I already paid for that.\n\nPaid the invoice as paid for the invoice as soon as you sent it. I just paid whatever you sent. You guys sent me an invoice, and I paid it. K. I don't care.\n\nYou're not gonna charge me again for it. I paid for it. Wait till it comes in. I paid for it as soon as you sent it to me. You sent?\n\nYep. And I paid it. So yep. That's all. No worries.\n\nThank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.3599997,"end":5.52,"sentiment":"neutral","sentiment_score":0.05587507411837578},{"text":"I was just hoping to set up my Wi Fi.","start":5.52,"end":8.4,"sentiment":"neutral","sentiment_score":0.07032562792301178},{"text":"My modem has come now.","start":8.4,"end":10.34,"sentiment":"neutral","sentiment_score":0.04255452752113342},{"text":"Cody John Fay.","start":19.385,"end":20.765,"sentiment":"neutral","sentiment_score":0.07219672203063965},{"text":"I already paid for that.","start":45.765,"end":47.225002,"sentiment":"neutral","sentiment_score":0.18042922466993333}],"sentiment":"neutral","sentiment_score":0.08711001168315609,"num_words":24,"start":5.3599997,"end":47.225002},{"sentences":[{"text":"Paid the invoice as paid for the invoice as soon as you sent it.","start":48.325,"end":52.585,"sentiment":"neutral","sentiment_score":0.027176954384360994},{"text":"I just paid whatever you sent.","start":59.31,"end":60.99,"sentiment":"neutral","sentiment_score":-0.09569988027215004},{"text":"You guys sent me an invoice, and I paid it.","start":60.99,"end":63.09,"sentiment":"neutral","sentiment_score":-0.1287891186773777},{"text":"K.","start":66.59,"end":67.09,"sentiment":"neutral","sentiment_score":-0.142658993601799},{"text":"I don't care.","start":67.23,"end":67.95,"sentiment":"neutral","sentiment_score":-0.21849525471528372}],"sentiment":"neutral","sentiment_score":-0.06705170190509628,"num_words":34,"start":48.325,"end":67.95},{"sentences":[{"text":"You're not gonna charge me again for it.","start":67.95,"end":69.71,"sentiment":"neutral","sentiment_score":-0.17773693427443504},{"text":"I paid for it.","start":69.71,"end":70.67,"sentiment":"neutral","sentiment_score":-0.0501504335552454},{"text":"Wait till it comes in.","start":70.67,"end":71.925,"sentiment":"neutral","sentiment_score":-0.03766411766409874},{"text":"I paid for it as soon as you sent it to me.","start":72.005005,"end":74.745,"sentiment":"neutral","sentiment_score":-0.00642851988474528},{"text":"You sent?","start":76.325005,"end":77.065,"sentiment":"neutral","sentiment_score":0.00013004522770643245}],"sentiment":"neutral","sentiment_score":-0.060893546609628584,"num_words":31,"start":67.95,"end":77.065},{"sentences":[{"text":"Yep.","start":79.125,"end":79.625,"sentiment":"neutral","sentiment_score":0.024991970509290695},{"text":"And I paid it.","start":80.405,"end":81.465004,"sentiment":"neutral","sentiment_score":0.023677563294768333},{"text":"So yep.","start":88.78,"end":93.5,"sentiment":"neutral","sentiment_score":-0.06813175790011883},{"text":"That's all.","start":93.5,"end":94.24,"sentiment":"neutral","sentiment_score":-0.027711116708815098},{"text":"No worries.","start":101.245,"end":101.985,"sentiment":"neutral","sentiment_score":0.14560047537088394}],"sentiment":"neutral","sentiment_score":0.01992885683747855,"num_words":11,"start":79.125,"end":101.985},{"sentences":[{"text":"Thank you.","start":106.845,"end":107.665,"sentiment":"neutral","sentiment_score":0.2921404093503952}],"sentiment":"neutral","sentiment_score":0.2921404093503952,"num_words":2,"start":106.845,"end":107.665}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I was just hoping to set up my Wi Fi. My modem has come now.\n\nChannel 0: Oh, sure. We'd love to help you today. Let me just pull out your account here. What is your full name?\n\nChannel 1: Cody John Fay.\n\nChannel 0: Hi. Nice to have you in the line, Cody. And I'm happy to connect you to one of our tech rep to help you get connected to your Internet service and happy to hear that you got your complimentary router. And, also, since I have you in the line, would you like to set up a direct debit and then at the same time process your $20 delivery charge\n\nChannel 1: I\n\nChannel 0: for\n\nChannel 1: already\n\nChannel 0: the router.\n\nChannel 1: paid for that.\n\nChannel 0: Oh,\n\nChannel 1: Paid\n\nChannel 0: you\n\nChannel 1: the invoice\n\nChannel 0: set\n\nChannel 1: as paid for the invoice\n\nChannel 0: up\n\nChannel 1: as soon as you sent it.\n\nChannel 0: oh, you sent it via email? Oh, I'm sorry. Via BPay?\n\nChannel 1: I just paid whatever you sent. You guys sent me an invoice, and I paid it.\n\nChannel 0: We haven't received the $20\n\nChannel 1: K.\n\nChannel 0: payment.\n\nChannel 1: I don't care. You're not gonna charge me again for it. I paid for it. Wait till it comes in. I paid for it as soon as you sent it to me.\n\nChannel 0: Okay. I understand.\n\nChannel 1: You\n\nChannel 0: We sent\n\nChannel 1: sent?\n\nChannel 0: the invoice June 5.\n\nChannel 1: Yep.\n\nChannel 0: Yes.\n\nChannel 1: And I paid it.\n\nChannel 0: Would you mind responding back to our email and send the proof of payment so we can fast track your payment?\n\nChannel 1: So\n\nChannel 0: Because it's still showing overdue on our end.\n\nChannel 1: yep. That's all.\n\nChannel 0: Alright. Sure. We will wait for the proof of payment. Okay? Just responds back to the invoice sent.\n\nThank you so much,\n\nChannel 1: No worries.\n\nChannel 0: Cody, and please stay on the line. Let me connect you to our tech rep.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.32,"end":0.56,"sentiment":"neutral","sentiment_score":0.32873213291168213},{"text":"Thank you so much for calling your account.","start":0.56,"end":2.74,"sentiment":"positive","sentiment_score":0.6317754834890366},{"text":"How may I help you today?","start":2.8799999,"end":4.18,"sentiment":"positive","sentiment_score":0.5522337357203165}],"sentiment":"positive","sentiment_score":0.5797558943430583,"channel":0,"num_words":15,"start":0.32,"end":4.18},{"sentences":[{"text":"Hi.","start":5.3599997,"end":5.52,"sentiment":"neutral","sentiment_score":0.05587507411837578},{"text":"I was just hoping to set up my Wi Fi.","start":5.52,"end":8.4,"sentiment":"neutral","sentiment_score":0.07032562792301178},{"text":"My modem has come 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responding back to our email and send the proof of payment so we can fast track your payment?","start":82.365,"end":89.24,"sentiment":"neutral","sentiment_score":0.031779982681785314}],"sentiment":"neutral","sentiment_score":0.031779982681785314,"channel":0,"num_words":21,"start":82.365,"end":89.24},{"sentences":[{"text":"So","start":88.78,"end":89.28,"sentiment":"neutral","sentiment_score":-0.08759631216526031}],"sentiment":"neutral","sentiment_score":-0.08759631216526031,"channel":1,"num_words":1,"start":88.78,"end":89.28},{"sentences":[{"text":"Because it's still showing overdue on our end.","start":89.24,"end":92.14,"sentiment":"neutral","sentiment_score":-0.28857556357979774}],"sentiment":"neutral","sentiment_score":-0.28857556357979774,"channel":0,"num_words":8,"start":89.24,"end":92.14},{"sentences":[{"text":"yep.","start":93.020004,"end":93.5,"sentiment":"neutral","sentiment_score":-0.04866720363497734},{"text":"That's 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The representative informed the customer that they had already paid for their service and offered to connect them to a tech rep to help with their payment. The customer agreed and was transferred to the tech rep."},"intents":{"segments":[{"text":"Thank you so much for calling your account. How may I help you today? Hi. I was just hoping to set up my Wi Fi. My modem has come now. Oh, sure.","start_word":1,"end_word":32,"intents":[{"intent":"Work on account","confidence_score":0.00002027019}]},{"text":"I was just hoping to set up my Wi Fi. My modem has come now.","start_word":16,"end_word":30,"intents":[{"intent":"Set up wi fi","confidence_score":0.81197715}]},{"text":"We'd love to help you today. Let me just pull out your account here. What is your full name?","start_word":33,"end_word":51,"intents":[{"intent":"Check account","confidence_score":0.00096059573}]},{"text":"Nice to have you in the line, Cody. And I'm happy to connect you to one of our tech rep to help you get connected to your Internet service and happy to hear that you got your complimentary router.","start_word":56,"end_word":94,"intents":[{"intent":"Connect to tech rep","confidence_score":0.70056856}]},{"text":"And, also, since I have you in the line, would you like to set up a direct debit and then at the same time process your $20 delivery charge I for already the router. paid for that.","start_word":95,"end_word":131,"intents":[{"intent":"Request direct debit","confidence_score":0.10125141}]},{"text":"Oh, Paid you the invoice set as paid for the invoice up as soon as you sent it.","start_word":132,"end_word":149,"intents":[{"intent":"Provide invoice","confidence_score":0.12511736}]},{"text":"Would you mind responding back to our email and send the proof of payment so we can fast track your payment?","start_word":233,"end_word":253,"intents":[{"intent":"Send proof of payment","confidence_score":0.17786174}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.32873213291168213},{"text":"Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.5962705612182617},{"text":"Hi. I was just hoping to set up my Wi Fi. My modem has come now. Oh, sure.","start_word":15,"end_word":32,"sentiment":"neutral","sentiment_score":0.10501061379909515},{"text":"We'd love to help you today.","start_word":33,"end_word":38,"sentiment":"positive","sentiment_score":0.5706710815429688},{"text":"Let me just pull out your account here. What is your full name? Cody John Fay.","start_word":39,"end_word":54,"sentiment":"neutral","sentiment_score":0.17549045383930206},{"text":"Hi. Nice to have you in the line, Cody. And I'm happy to connect you to one of our tech rep to help you get connected to your Internet service and happy to hear that you got your complimentary router.","start_word":55,"end_word":94,"sentiment":"positive","sentiment_score":0.7045537829399109},{"text":"And, also, since I have you in the line, would you like to set up a direct debit and then at the same time process your $20 delivery charge I for already the router. paid for that. Oh, Paid you the invoice set as paid for the invoice up as soon as you sent it. oh, you sent it via email? Oh, I'm sorry. Via BPay? I just paid whatever you sent. You guys sent me an invoice, and I paid it. We haven't received the $20 K. payment. I don't care. You're not gonna charge me again for it. I paid for it. Wait till it comes in. I paid for it as soon as you sent it to me. Okay. I understand. You We sent sent? the invoice June 5. Yep. Yes. And I paid it. Would you mind responding back to our email and send the proof of payment so we can fast track your payment? So Because it's still showing overdue on our end. yep. That's all. Alright. Sure. We will wait for the proof of payment. Okay? Just responds back to the invoice sent. Thank you so much, No worries. Cody, and please stay on the line. Let me connect you to our tech rep. Thank you. Thank you.","start_word":95,"end_word":308,"sentiment":"neutral","sentiment_score":0.021297637373209}],"average":{"sentiment":"neutral","sentiment_score":0.14966954386293008}}}}