{"metadata":{"transaction_key":"deprecated","request_id":"019e6266-cdd0-7441-99e9-f93b9f39e12c","sha256":"3c05459da122673944142bf68a6e7fe0c703d17f8ce653236f6f28532bcdc831","created":"2026-05-26T03:49:27.152Z","duration":338.90393,"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":750,"output_tokens":94},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":796,"output_tokens":798},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":796,"output_tokens":78}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel account. How may I help you today? Oh, I would love to assist you today. I'll just need to pull out your account here. What is your full name? Nice to have you on the line, Lorena. And your date of birth, please? Thank you. Just give me a moment. Let me just go ahead and go over to your account so we can assist you according with your request. Okay? Thank you. Thank you so much for patiently waiting, Marina. Alright. So I went over to your account. I do see in here that your account is locked in for twenty four month contract. So, technically, our cancellation process is what have you did over the phone request, and you have to provide thirty days notice. So it means to say you still needs to pay the thirty day service along with your cancellation fee of $132. And if I may ask, for proper documentation, what are you requesting to cancel your service? Are you moving out? Oh, I got it. And when are you planning to move out and terminate the service and the contract? June 18. Oh, okay. Technically, what we are going to do here is we will go ahead and consider this as your notification. So, basically, on June 1, you still receive an invoice covering the June 1 to the eighteenth. Okay? And then your cancellation fee of $132. Okay? And to cover this up, I will go would you like me to send over your cancellation fee, or could it be by June 1? Yes. Would you like me to send it to you right now, or will I send it together with your invoice next month? Okay. Sure. Perfect. So, Rina, I appreciate your time giving us a call. I'll go ahead and take note of this and coordinate this to our tech team. So once again, just to make sure, June 18. Right? Do you have any specific time to have it canceled? Because usually, we're doing it during morning. But if you do have a preferred time on that day, just let us know. Yeah. That would be fine. So we could have it June 19. So your invoice for the service will cover until the '19, and we'll do it is it okay if it's we'll do it morning or afternoon? Just to make sure. Okay. Sure. That's perfect. I'll have this notated as well. June 19 in the afternoon, and then I'll send you the cancellation fee of $132 on June 1. Okay? Alright. Thank you, Rina. We appreciate this time you spent with us. And if you need our services in the future, please get in touch. We'll be more than happy to welcome you back. Alright. Thank you, Rina. You do have a great day, and be safe always. Mhmm. 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Good afternoon. This is Airtel account. How may I help you today? Oh, I would love to assist you today.\n\nI'll just need to pull out your account here. What is your full name? Nice to have you on the line, Lorena. And your date of birth, please? Thank you.\n\nJust give me a moment. Let me just go ahead and go over to your account so we can assist you according with your request. Okay? Thank you. Thank you so much for patiently waiting, Marina.\n\nAlright. So I went over to your account. I do see in here that your account is locked in for twenty four month contract. So, technically, our cancellation process is what have you did over the phone request, and you have to provide thirty days notice. So it means to say you still needs to pay the thirty day service along with your cancellation fee of $132.\n\nAnd if I may ask, for proper documentation, what are you requesting to cancel your service? Are you moving out? Oh, I got it. And when are you planning to move out and terminate the service and the contract? June 18.\n\nOh, okay. Technically, what we are going to do here is we will go ahead and consider this as your notification. So, basically, on June 1, you still receive an invoice covering the June 1 to the eighteenth. Okay? And then your cancellation fee of $132.\n\nOkay? And to cover this up, I will go would you like me to send over your cancellation fee, or could it be by June 1? Yes. Would you like me to send it to you right now, or will I send it together with your invoice next month? Okay.\n\nSure. Perfect. So, Rina, I appreciate your time giving us a call. I'll go ahead and take note of this and coordinate this to our tech team. So once again, just to make sure, June 18.\n\nRight? Do you have any specific time to have it canceled? Because usually, we're doing it during morning. But if you do have a preferred time on that day, just let us know. Yeah.\n\nThat would be fine. So we could have it June 19. So your invoice for the service will cover until the '19, and we'll do it is it okay if it's we'll do it morning or afternoon? Just to make sure. Okay.\n\nSure. That's perfect. I'll have this notated as well. June 19 in the afternoon, and then I'll send you the cancellation fee of $132 on June 1. Okay?\n\nAlright. Thank you, Rina. We appreciate this time you spent with us. And if you need our services in the future, please get in touch. We'll be more than happy to welcome you back.\n\nAlright. Thank you, Rina. You do have a great day, and be safe always. Mhmm. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.1890148967504501},{"text":"Good afternoon.","start":0.71999997,"end":1.4399999,"sentiment":"positive","sentiment_score":0.34446093440055847},{"text":"This is Airtel account.","start":1.4399999,"end":2.72,"sentiment":"neutral","sentiment_score":0.2844007983803749},{"text":"How may I help you today?","start":2.72,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.32542415459950763},{"text":"Oh, I would love to assist you today.","start":11.12,"end":12.88,"sentiment":"neutral","sentiment_score":0.3253085780888796}],"sentiment":"neutral","sentiment_score":0.3128835005419595,"num_words":21,"start":0.39999998,"end":12.88},{"sentences":[{"text":"I'll just need to pull out your account here.","start":12.88,"end":14.865,"sentiment":"neutral","sentiment_score":0.12308474878470103},{"text":"What is your full 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I just wanted to cancel my Internet. Rena Jade Cooper. The twenty sixth of the third two thousand and three. Thank you.\n\nYep. That's okay. Oh, yep. Sorry. Yeah.\n\nI'm I'm moving house, and I don't have the Linux or the fiber thing in that house. I'm moving on June 18. Yeah. Yep. Yep.\n\nYep. Okay. To pay the cancellation fee. Yeah. I can pay it on June 1.\n\nYes. Actually, could I do it for the nineteenth? Yep. Yep. If you could do it in the afternoon, that would be really good.\n\nYep. Yep. Yep. Thank you so much. Thank you so much.\n\nYou too. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":-0.04968377947807312},{"text":"I just wanted to cancel my Internet.","start":5.7599998,"end":9.62,"sentiment":"neutral","sentiment_score":-0.16252085992268153},{"text":"Rena Jade Cooper.","start":17.065,"end":18.285,"sentiment":"neutral","sentiment_score":0.06840489556392033},{"text":"The twenty sixth of the third two thousand and three.","start":23.705,"end":26.525,"sentiment":"neutral","sentiment_score":0.07939189597964287},{"text":"Thank you.","start":35.059998,"end":35.879997,"sentiment":"positive","sentiment_score":0.3443058282136917}],"sentiment":"neutral","sentiment_score":0.02175719582516214,"num_words":23,"start":4.48,"end":35.879997},{"sentences":[{"text":"Yep.","start":141.17,"end":141.48999,"sentiment":"neutral","sentiment_score":0.20010916888713837},{"text":"That's okay.","start":141.48999,"end":142.23,"sentiment":"neutral","sentiment_score":0.21782934665679932},{"text":"Oh, yep.","start":158.67,"end":167.09,"sentiment":"neutral","sentiment_score":-0.06963400542736053},{"text":"Sorry.","start":168.27,"end":168.77,"sentiment":"neutral","sentiment_score":-0.09186549484729768},{"text":"Yeah.","start":175.44499,"end":175.685,"sentiment":"neutral","sentiment_score":-0.10916101932525636}],"sentiment":"neutral","sentiment_score":0.042210476739065986,"num_words":7,"start":141.17,"end":175.685},{"sentences":[{"text":"I'm I'm moving house, and I don't have the Linux or the fiber thing in that house.","start":175.685,"end":184.265,"sentiment":"neutral","sentiment_score":-0.17022433263414047},{"text":"I'm moving on June 18.","start":194.01999,"end":195.95999,"sentiment":"neutral","sentiment_score":-0.022708535566926},{"text":"Yeah.","start":207.605,"end":208.085,"sentiment":"neutral","sentiment_score":0.012095076963305472},{"text":"Yep.","start":208.085,"end":208.585,"sentiment":"neutral","sentiment_score":0.014449970796704292},{"text":"Yep.","start":214.11,"end":214.61,"sentiment":"neutral","sentiment_score":0.003284348174929619}],"sentiment":"neutral","sentiment_score":-0.11910107746720314,"num_words":25,"start":175.685,"end":214.61},{"sentences":[{"text":"Yep.","start":220.43001,"end":220.51001,"sentiment":"neutral","sentiment_score":0.007781225722283125},{"text":"Okay.","start":220.51001,"end":221.01001,"sentiment":"neutral","sentiment_score":0.004203327000141144},{"text":"To pay the cancellation fee.","start":234.345,"end":236.125,"sentiment":"neutral","sentiment_score":-0.007571326661854982},{"text":"Yeah.","start":247.48999,"end":247.81,"sentiment":"neutral","sentiment_score":0.0491316094994545},{"text":"I can pay it on June 1.","start":247.81,"end":249.32999,"sentiment":"neutral","sentiment_score":0.04458299092948437}],"sentiment":"neutral","sentiment_score":0.022356031027932963,"num_words":15,"start":220.43001,"end":249.32999},{"sentences":[{"text":"Yes.","start":249.32999,"end":249.82999,"sentiment":"neutral","sentiment_score":0.08336299657821655},{"text":"Actually, could I do it for the nineteenth?","start":276.33002,"end":284.27002,"sentiment":"neutral","sentiment_score":0.028292513452470303},{"text":"Yep.","start":292.285,"end":292.785,"sentiment":"neutral","sentiment_score":0.07567478716373444},{"text":"Yep.","start":294.36502,"end":294.86502,"sentiment":"neutral","sentiment_score":0.04459177702665329},{"text":"If you could do it in the afternoon, that would be really good.","start":299.405,"end":302.63,"sentiment":"neutral","sentiment_score":0.18492381618573114}],"sentiment":"neutral","sentiment_score":0.11808246995011966,"num_words":24,"start":249.32999,"end":302.63},{"sentences":[{"text":"Yep.","start":309.65,"end":310.15,"sentiment":"neutral","sentiment_score":0.08782025426626205},{"text":"Yep.","start":315.935,"end":316.435,"sentiment":"neutral","sentiment_score":0.05047746002674103},{"text":"Yep.","start":317.135,"end":317.635,"sentiment":"neutral","sentiment_score":0.08323909342288971},{"text":"Thank you so much.","start":318.01498,"end":319.155,"sentiment":"positive","sentiment_score":0.4009685814380646},{"text":"Thank you so much.","start":330.03998,"end":331.1,"sentiment":"positive","sentiment_score":0.5477511435747147}],"sentiment":"positive","sentiment_score":0.36512870070609177,"num_words":11,"start":309.65,"end":331.1},{"sentences":[{"text":"You too.","start":335.0,"end":335.56,"sentiment":"neutral","sentiment_score":0.2916470766067505},{"text":"Thank you.","start":335.56,"end":336.19998,"sentiment":"positive","sentiment_score":0.3395575135946274},{"text":"Bye.","start":336.19998,"end":336.69998,"sentiment":"neutral","sentiment_score":0.0762283205986023}],"sentiment":"neutral","sentiment_score":0.2677275002002716,"num_words":5,"start":335.0,"end":336.69998}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel account. How may I help you today?\n\nChannel 1: Hello. I just wanted to cancel my Internet.\n\nChannel 0: Oh, I would love to assist you today. I'll just need to pull out your account here. What is your full name?\n\nChannel 1: Rena Jade Cooper.\n\nChannel 0: Nice to have you on the line, Lorena. And your date of birth, please?\n\nChannel 1: The twenty sixth of the third two thousand and three.\n\nChannel 0: Thank you. Just give me a moment. Let me just go ahead and go over to your account so we can assist you according with your request. Okay?\n\nChannel 1: Thank you.\n\nChannel 0: Thank you. Thank you so much for patiently waiting, Marina.\n\nChannel 1: Yep. That's okay.\n\nChannel 0: Alright. So I went over to your account. I do see in here that your account is locked in for twenty four month contract. So, technically, our cancellation process is what have you did over the phone request, and you have to provide thirty days notice. So it\n\nChannel 1: Oh,\n\nChannel 0: means to say you still needs to pay the thirty day service along with your cancellation fee of $132.\n\nChannel 1: yep.\n\nChannel 0: And if I may\n\nChannel 1: Sorry.\n\nChannel 0: ask, for proper documentation, what are you requesting to cancel your service? Are you moving out?\n\nChannel 1: Yeah. I'm I'm moving house, and I don't have the Linux or the fiber thing in that house.\n\nChannel 0: Oh, I got it. And when are you planning to move out and terminate the service and the contract?\n\nChannel 1: I'm moving on June 18.\n\nChannel 0: June 18. Oh, okay. Technically, what we are going to do here is we will go ahead and consider this as your notification. So, basically, on June 1,\n\nChannel 1: Yeah.\n\nChannel 0: you\n\nChannel 1: Yep.\n\nChannel 0: still receive an invoice covering the June 1 to the eighteenth. Okay?\n\nChannel 1: Yep.\n\nChannel 0: And then your cancellation fee of $132. Okay?\n\nChannel 1: Yep. Okay.\n\nChannel 0: And to cover this up, I will go would you like me to send over your cancellation fee, or could it be by June 1?\n\nChannel 1: To pay the cancellation fee.\n\nChannel 0: Yes. Would you like me to send it to you right now, or will I send it together with your invoice next month?\n\nChannel 1: Yeah. I can pay it on June 1. Yes.\n\nChannel 0: Okay. Sure. Perfect. So, Rina, I appreciate your time giving us a call. I'll go ahead and take note of this and coordinate this to our tech team.\n\nSo once again, just to make sure, June 18. Right? Do you have any specific time to have it canceled? Because usually, we're doing it during morning. But if you do have a preferred time on that day, just let\n\nChannel 1: Actually, could I do it for\n\nChannel 0: us know.\n\nChannel 1: the nineteenth?\n\nChannel 0: Yeah. That would be fine. So we could have it June 19. So your invoice for the service\n\nChannel 1: Yep.\n\nChannel 0: will cover until the '19, and we'll\n\nChannel 1: Yep.\n\nChannel 0: do it is it okay if it's we'll do it morning or afternoon? Just\n\nChannel 1: If\n\nChannel 0: to make\n\nChannel 1: you could\n\nChannel 0: sure.\n\nChannel 1: do it in the afternoon, that would be really good.\n\nChannel 0: Okay. Sure. That's perfect. I'll have this notated as well. June 19 in the afternoon, and\n\nChannel 1: Yep.\n\nChannel 0: then I'll send you the cancellation fee of $132 on\n\nChannel 1: Yep.\n\nChannel 0: June 1. Okay?\n\nChannel 1: Yep. Thank you so much.\n\nChannel 0: Alright. Thank you, Rina. We appreciate this time you spent with us. And if you need our services in the future, please get in touch. We'll be more than happy to welcome you back.\n\nChannel 1: Thank you so much.\n\nChannel 0: Alright. Thank you, Rina. You do have a great day, and be safe always.\n\nChannel 1: You too. Thank you.\n\nChannel 0: Mhmm.\n\nChannel 1: Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.1890148967504501},{"text":"Good afternoon.","start":0.71999997,"end":1.4399999,"sentiment":"positive","sentiment_score":0.34446093440055847},{"text":"This is Airtel account.","start":1.4399999,"end":2.72,"sentiment":"neutral","sentiment_score":0.2844007983803749},{"text":"How may I help you today?","start":2.72,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.32542415459950763}],"sentiment":"neutral","sentiment_score":0.30523729897462404,"channel":0,"num_words":13,"start":0.39999998,"end":3.9399998},{"sentences":[{"text":"Hello.","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":-0.04968377947807312},{"text":"I just wanted to cancel my 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Cooper.","start":17.065,"end":18.285,"sentiment":"neutral","sentiment_score":0.06840489556392033}],"sentiment":"neutral","sentiment_score":0.06840489556392033,"channel":1,"num_words":3,"start":17.065,"end":18.285},{"sentences":[{"text":"Nice to have you on the line, Lorena.","start":19.025,"end":21.045,"sentiment":"positive","sentiment_score":0.4810570925474167},{"text":"And your date of birth, please?","start":21.105,"end":23.045,"sentiment":"neutral","sentiment_score":0.1462781069179376}],"sentiment":"positive","sentiment_score":0.3375803844204971,"channel":0,"num_words":14,"start":19.025,"end":23.045},{"sentences":[{"text":"The twenty sixth of the third two thousand and three.","start":23.705,"end":26.525,"sentiment":"neutral","sentiment_score":0.07939189597964287}],"sentiment":"neutral","sentiment_score":0.07939189597964287,"channel":1,"num_words":10,"start":23.705,"end":26.525},{"sentences":[{"text":"Thank you.","start":27.5,"end":28.24,"sentiment":"positive","sentiment_score":0.4599040448665619},{"text":"Just give me a moment.","start":28.3,"end":29.34,"sentiment":"neutral","sentiment_score":0.26053590178489683},{"text":"Let me just go ahead and go over to your account so we can assist you according with your request.","start":29.34,"end":34.3,"sentiment":"neutral","sentiment_score":0.24359754770994185},{"text":"Okay?","start":34.3,"end":34.8,"sentiment":"neutral","sentiment_score":0.1549641191959381}],"sentiment":"neutral","sentiment_score":0.2589072382875851,"channel":0,"num_words":28,"start":27.5,"end":34.8},{"sentences":[{"text":"Thank you.","start":35.059998,"end":35.879997,"sentiment":"positive","sentiment_score":0.3443058282136917}],"sentiment":"positive","sentiment_score":0.3443058282136917,"channel":1,"num_words":2,"start":35.059998,"end":35.879997},{"sentences":[{"text":"Thank 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you requesting to cancel your service?","start":168.46,"end":173.6,"sentiment":"neutral","sentiment_score":-0.10809680571158727},{"text":"Are you moving out?","start":173.66,"end":174.88,"sentiment":"neutral","sentiment_score":-0.08728202991187572}],"sentiment":"neutral","sentiment_score":-0.10289311176165938,"channel":0,"num_words":16,"start":168.46,"end":174.88},{"sentences":[{"text":"Yeah.","start":175.44499,"end":175.685,"sentiment":"neutral","sentiment_score":-0.10916101932525636},{"text":"I'm I'm moving house, and I don't have the Linux or the fiber thing in that house.","start":175.685,"end":184.265,"sentiment":"neutral","sentiment_score":-0.17022433263414047}],"sentiment":"neutral","sentiment_score":-0.16683192633920246,"channel":1,"num_words":18,"start":175.44499,"end":184.265},{"sentences":[{"text":"Oh, I got it.","start":185.625,"end":186.585,"sentiment":"neutral","sentiment_score":-0.06274206656962633},{"text":"And when are you planning to move out and terminate the service 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June 1 to the eighteenth.","start":208.735,"end":213.235,"sentiment":"neutral","sentiment_score":-0.011509322307326576},{"text":"Okay?","start":213.615,"end":214.115,"sentiment":"neutral","sentiment_score":0.006570795550942421}],"sentiment":"neutral","sentiment_score":-0.010002645819137493,"channel":0,"num_words":12,"start":208.735,"end":214.115},{"sentences":[{"text":"Yep.","start":214.11,"end":214.61,"sentiment":"neutral","sentiment_score":0.003284348174929619}],"sentiment":"neutral","sentiment_score":0.003284348174929619,"channel":1,"num_words":1,"start":214.11,"end":214.61},{"sentences":[{"text":"And then your cancellation fee of 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nineteenth?","start":283.37,"end":284.27002,"sentiment":"neutral","sentiment_score":0.01255633495748043}],"sentiment":"neutral","sentiment_score":0.01255633495748043,"channel":1,"num_words":2,"start":283.37,"end":284.27002},{"sentences":[{"text":"Yeah.","start":285.1,"end":285.42,"sentiment":"neutral","sentiment_score":0.061182405799627304},{"text":"That would be fine.","start":285.42,"end":286.54,"sentiment":"neutral","sentiment_score":0.09302414581179619},{"text":"So we could have it June 19.","start":286.54,"end":288.89502,"sentiment":"neutral","sentiment_score":0.05885063377874238},{"text":"So your invoice for the service","start":288.89502,"end":291.875,"sentiment":"neutral","sentiment_score":0.06700220331549644}],"sentiment":"neutral","sentiment_score":0.0692914802994993,"channel":0,"num_words":18,"start":285.1,"end":291.875},{"sentences":[{"text":"Yep.","start":292.285,"end":292.785,"sentiment":"neutral","sentiment_score":0.07567478716373444}],"sentiment":"neutral","sentiment_score":0.07567478716373444,"channel":1,"num_words":1,"start":292.285,"end":292.785},{"sentences":[{"text":"will cover until the '19, and we'll","start":292.33502,"end":294.575,"sentiment":"neutral","sentiment_score":0.051727479589836936}],"sentiment":"neutral","sentiment_score":0.051727479589836936,"channel":0,"num_words":7,"start":292.33502,"end":294.575},{"sentences":[{"text":"Yep.","start":294.36502,"end":294.86502,"sentiment":"neutral","sentiment_score":0.04459177702665329}],"sentiment":"neutral","sentiment_score":0.04459177702665329,"channel":1,"num_words":1,"start":294.36502,"end":294.86502},{"sentences":[{"text":"do it is it okay if it's we'll do it morning or 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The agent explains that the cancellation fee is $132 and that the cancellation process will be considered as a notification for Rina's move out date. The agent also offers to send a cancellation fee for the service on June 19 in the afternoon and the customer agrees to it."},"intents":{"segments":[{"text":"So I went over to your account. I do see in here that your account is locked in for twenty four month contract. So, technically, our cancellation process is what have you did over the phone request, and you have to provide thirty days notice. So it Oh, means to say you still needs to pay the thirty day service along with your cancellation fee of $132. yep.","start_word":114,"end_word":181,"intents":[{"intent":"Confirm account status","confidence_score":0.0006043335}]},{"text":"And to cover this up, I will go would you like me to send over your cancellation fee, or could it be by June 1? To pay the cancellation fee.","start_word":300,"end_word":329,"intents":[{"intent":"Send cancellation fee","confidence_score":0.105450034}]},{"text":"Would you like me to send it to you right now, or will I send it together with your invoice next month? Yeah.","start_word":330,"end_word":352,"intents":[{"intent":"Coordinate payment","confidence_score":0.2890839},{"intent":"Provide cancellation information","confidence_score":0.024796074}]},{"text":"I can pay it on June 1. Yes. Okay.","start_word":353,"end_word":361,"intents":[{"intent":"Confirm payment time","confidence_score":0.026727209}]},{"text":"So, Rina, I appreciate your time giving us a call. I'll go ahead and take note of this and coordinate this to our tech team.","start_word":364,"end_word":388,"intents":[{"intent":"Coordinate cancellation","confidence_score":0.008195372}]},{"text":"Thank you so much. Alright. Thank you, Rina. We appreciate this time you spent with us. And if you need our services in the future, please get in touch. We'll be more than happy to welcome you back. Thank you so much.","start_word":528,"end_word":569,"intents":[{"intent":"Thank for time","confidence_score":0.0034487308}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. This is Airtel account. How may I help you today? Hello. I just wanted to cancel my Internet. Oh, I would love to assist you today. I'll just need to pull out your account here. What is your full name? Rena Jade Cooper.","start_word":0,"end_word":45,"sentiment":"neutral","sentiment_score":0.15367920696735382},{"text":"Nice to have you on the line, Lorena.","start_word":46,"end_word":53,"sentiment":"positive","sentiment_score":0.4771521985530853},{"text":"And your date of birth, please? The twenty sixth of the third two thousand and three.","start_word":54,"end_word":69,"sentiment":"neutral","sentiment_score":0.1152798905968666},{"text":"Thank you.","start_word":70,"end_word":71,"sentiment":"positive","sentiment_score":0.4473153054714203},{"text":"Just give me a moment. Let me just go ahead and go over to your account so we can assist you according with your request. Okay?","start_word":72,"end_word":97,"sentiment":"neutral","sentiment_score":0.24169960618019104},{"text":"Thank you. Thank you. Thank you so much for patiently waiting, Marina.","start_word":98,"end_word":109,"sentiment":"positive","sentiment_score":0.5057868957519531},{"text":"Yep. That's okay. Alright. So I went over to your account. I do see in here that your account is locked in for twenty four month contract. So, technically, our cancellation process is what have you did over the phone request, and you have to provide thirty days notice. So it Oh, means to say you still needs to pay the thirty day service along with your cancellation fee of $132. yep. And if I may Sorry. ask, for proper documentation, what are you requesting to cancel your service? Are you moving out? Yeah. I'm I'm moving house, and I don't have the Linux or the fiber thing in that house. Oh, I got it. And when are you planning to move out and terminate the service and the contract? I'm moving on June 18. June 18. Oh, okay. Technically, what we are going to do here is we will go ahead and consider this as your notification. So, basically, on June 1, Yeah. you Yep. still receive an invoice covering the June 1 to the eighteenth. Okay? Yep. And then your cancellation fee of $132. Okay? Yep. Okay. And to cover this up, I will go would you like me to send over your cancellation fee, or could it be by June 1? To pay the cancellation fee. Yes. Would you like me to send it to you right now, or will I send it together with your invoice next month? Yeah. I can pay it on June 1. Yes. Okay. Sure.","start_word":110,"end_word":362,"sentiment":"neutral","sentiment_score":-0.02661825106902556},{"text":"Perfect. So, Rina, I appreciate your time giving us a call. I'll go ahead and take note of this and coordinate this to our tech team.","start_word":363,"end_word":388,"sentiment":"positive","sentiment_score":0.46866685152053833},{"text":"So once again, just to make sure, June 18. Right? Do you have any specific time to have it canceled? Because usually, we're doing it during morning. But if you do have a preferred time on that day, just let Actually, could I do it for us know. the nineteenth? Yeah. That would be fine. So we could have it June 19. So your invoice for the service Yep. will cover until the '19, and we'll Yep. do it is it okay if it's we'll do it morning or afternoon? Just If to make you could sure. do it in the afternoon, that would be really good. Okay. Sure.","start_word":389,"end_word":497,"sentiment":"neutral","sentiment_score":0.07678467035293579},{"text":"That's perfect.","start_word":498,"end_word":499,"sentiment":"positive","sentiment_score":0.45559999346733093},{"text":"I'll have this notated as well. June 19 in the afternoon, and Yep. then I'll send you the cancellation fee of $132 on Yep. June 1. Okay? Yep.","start_word":500,"end_word":527,"sentiment":"neutral","sentiment_score":0.11253470182418825},{"text":"Thank you so much. Alright. Thank you, Rina. We appreciate this time you spent with us.","start_word":528,"end_word":543,"sentiment":"positive","sentiment_score":0.4716881215572357},{"text":"And if you need our services in the future, please get in touch.","start_word":544,"end_word":556,"sentiment":"neutral","sentiment_score":0.32062798738479614},{"text":"We'll be more than happy to welcome you back. Thank you so much. Alright. Thank you, Rina. You do have a great day, and be safe always.","start_word":557,"end_word":583,"sentiment":"positive","sentiment_score":0.6108505129814148},{"text":"You too. Thank you. Mhmm. Bye. Bye bye.","start_word":584,"end_word":591,"sentiment":"neutral","sentiment_score":0.18391745537519455}],"average":{"sentiment":"neutral","sentiment_score":0.12913335355600916}}}}