{"metadata":{"transaction_key":"deprecated","request_id":"019ed31a-afb4-7d73-a356-bb88aff5bed5","sha256":"8512e329daa2f95a18b0daa5f7681ce8af725f8b8fc9161c9dbf0f1b5f3280da","created":"2026-06-17T01:03:24.496Z","duration":537.83997,"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":950,"output_tokens":59},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1041,"output_tokens":1044},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1041,"output_tokens":92}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. This is Airtel accounts. Debbie, how are you this morning? Okay. You're ready to process your payment today? Okay. Sure. Is this a Visa or a Mastercard? Okay. Thank you. Let me just go to the payment page. May I have the card number, please? Okay. Thank you. And the expiration date, please? Yep. Thank you. 0 07/27. CVV code, please? Okay. 110. Okay. And the name associated with birth on the card, please? Thank you. So let me confirm. 5163610232343143. Expires 0727. CVV100. Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request. Correct? Okay. Let me just proceed with the payment process. Alright. To your phone number let me just check. 2823. You will be receiving a text message. Once you got it, please confirm the OTP, okay, so you can authorize this payment. I'm sorry. What what's your question? Oh, yeah. After this payment, I'll go ahead and endorse your account to our tech team to process the cancellation. And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record. Just let me know once you got the SMS and state the OTP so you could authorize the payment. The SMS has been sent to your phone number that you're using right now. Have you received the message? Not now? Okay. Yeah. That's mhmm. Mhmm. Okay. Let me read back. 70506447. Okay. Let me just submit it. It was declined. Do you have the funds available? It says, yeah, it says declined. It says in here, authorization declined. Okay. Try we'll try again using the same card, or would you like to use another card? Okay. I understand. So sure. Let me just go ahead and reach her to process the payment. Just be on the line. Okay? So I could advise you once the SMS has been sent again. Okay? One moment. Because this will be a separate another transaction, so you should be receiving again a a code. So just to confirm, the name is Kenzie. Right? Okay. Thank you. So 5163610232343143. Expires, 07/27. CVV, 110. Okay. Thank you. Let's go ahead and submit, and then you will receive another code. Okay. Please check the code and share it to me. Thank you. 97802696. Okay. Got it. Thank you. Okay, Kelly. Payment has been successfully processed. So shortly, you will receive a official payment receipt with this payment. And then once your cancellation request has been completed, you will also receive a confirmation through email. And if you need our services in the future, please reach out. K? Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision. Anything else that I may help you today? Okay. Just wait for the emails. Okay? Alright. Thank you, Kelly. Have a good one. If you need if you do have any questions, just call me back. Okay? Alright. Thank you. Have a good one, and be safe always. 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This is Airtel accounts. Debbie, how are you this morning? Okay. You're ready to process your payment today?\n\nOkay. Sure. Is this a Visa or a Mastercard? Okay. Thank you.\n\nLet me just go to the payment page. May I have the card number, please? Okay. Thank you. And the expiration date, please?\n\nYep. Thank you. 0 07/27. CVV code, please? Okay.\n\n110. Okay. And the name associated with birth on the card, please? Thank you. So let me confirm.\n\n5163610232343143. Expires 0727. CVV100. Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request. Correct?\n\nOkay. Let me just proceed with the payment process. Alright. To your phone number let me just check. 2823.\n\nYou will be receiving a text message. Once you got it, please confirm the OTP, okay, so you can authorize this payment. I'm sorry. What what's your question? Oh, yeah.\n\nAfter this payment, I'll go ahead and endorse your account to our tech team to process the cancellation. And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record. Just let me know once you got the SMS and state the OTP so you could authorize the payment. The SMS has been sent to your phone number that you're using right now. Have you received the message?\n\nNot now? Okay. Yeah. That's mhmm. Mhmm.\n\nOkay. Let me read back. 70506447. Okay. Let me just submit it.\n\nIt was declined. Do you have the funds available? It says, yeah, it says declined. It says in here, authorization declined. Okay.\n\nTry we'll try again using the same card, or would you like to use another card? Okay. I understand. So sure. Let me just go ahead and reach her to process the payment.\n\nJust be on the line. Okay? So I could advise you once the SMS has been sent again. Okay? One moment.\n\nBecause this will be a separate another transaction, so you should be receiving again a a code. So just to confirm, the name is Kenzie. Right? Okay. Thank you.\n\nSo 5163610232343143. Expires, 07/27. CVV, 110. Okay. Thank you.\n\nLet's go ahead and submit, and then you will receive another code. Okay. Please check the code and share it to me. Thank you. 97802696.\n\nOkay. Got it. Thank you. Okay, Kelly. Payment has been successfully processed.\n\nSo shortly, you will receive a official payment receipt with this payment. And then once your cancellation request has been completed, you will also receive a confirmation through email. And if you need our services in the future, please reach out. K? Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision.\n\nAnything else that I may help you today? Okay. Just wait for the emails. Okay? Alright.\n\nThank you, Kelly. Have a good one. If you need if you do have any questions, just call me back. Okay? Alright.\n\nThank you. Have a good one, and be safe always. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.04518831893801689},{"text":"This is Airtel accounts.","start":2.56,"end":4.26,"sentiment":"neutral","sentiment_score":0.0455935113132},{"text":"Debbie, how are you this morning?","start":5.2799997,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.17486125230789185},{"text":"Okay.","start":9.04,"end":9.36,"sentiment":"positive","sentiment_score":0.3362531065940857},{"text":"You're ready to process your payment today?","start":9.36,"end":11.78,"sentiment":"positive","sentiment_score":0.3513888716697693}],"sentiment":"neutral","sentiment_score":0.21435289928003362,"num_words":19,"start":2.1599998,"end":11.78},{"sentences":[{"text":"Okay.","start":13.865,"end":14.265,"sentiment":"neutral","sentiment_score":0.06022248789668083},{"text":"Sure.","start":14.265,"end":14.765,"sentiment":"neutral","sentiment_score":0.056141965091228485},{"text":"Is this a Visa or a Mastercard?","start":14.985001,"end":16.845001,"sentiment":"neutral","sentiment_score":0.02737045514264277},{"text":"Okay.","start":19.225,"end":19.725,"sentiment":"neutral","sentiment_score":0.06511616706848145},{"text":"Thank you.","start":19.785,"end":20.685,"sentiment":"positive","sentiment_score":0.4153509587049484}],"sentiment":"neutral","sentiment_score":0.10031464362206559,"num_words":12,"start":13.865,"end":20.685},{"sentences":[{"text":"Let me just go to the payment page.","start":21.305,"end":23.564999,"sentiment":"neutral","sentiment_score":0.18082771264016628},{"text":"May I have the card number, please?","start":23.625,"end":26.33,"sentiment":"neutral","sentiment_score":0.07448509122644152},{"text":"Okay.","start":44.635,"end":45.135,"sentiment":"neutral","sentiment_score":0.07899560779333115},{"text":"Thank you.","start":45.275,"end":46.095,"sentiment":"neutral","sentiment_score":0.18718436360359192},{"text":"And the expiration date, please?","start":51.515,"end":54.095,"sentiment":"neutral","sentiment_score":0.029545703902840614}],"sentiment":"neutral","sentiment_score":0.11170044322700604,"num_words":23,"start":21.305,"end":54.095},{"sentences":[{"text":"Yep.","start":58.52,"end":59.02,"sentiment":"neutral","sentiment_score":0.025065219029784203},{"text":"Thank you.","start":64.76,"end":65.56,"sentiment":"neutral","sentiment_score":0.15225887298583984},{"text":"0 07/27.","start":65.56,"end":67.34,"sentiment":"neutral","sentiment_score":0.01927255466580391},{"text":"CVV code, please?","start":68.2,"end":69.58,"sentiment":"neutral","sentiment_score":0.010433380336811146},{"text":"Okay.","start":76.955,"end":77.455,"sentiment":"neutral","sentiment_score":0.018795985728502274}],"sentiment":"neutral","sentiment_score":0.04646935567466749,"num_words":9,"start":58.52,"end":77.455},{"sentences":[{"text":"110.","start":77.515,"end":78.815,"sentiment":"neutral","sentiment_score":0.020622868090867996},{"text":"Okay.","start":81.035,"end":81.535,"sentiment":"neutral","sentiment_score":0.0422552190721035},{"text":"And the name associated with birth on the card, please?","start":81.755005,"end":84.48,"sentiment":"neutral","sentiment_score":0.03005264885723591},{"text":"Thank you.","start":93.200005,"end":94.020004,"sentiment":"neutral","sentiment_score":0.2645152062177658},{"text":"So let me confirm.","start":95.12,"end":96.16,"sentiment":"neutral","sentiment_score":0.13280928134918213}],"sentiment":"neutral","sentiment_score":0.07909289519819948,"num_words":18,"start":77.515,"end":96.16},{"sentences":[{"text":"5163610232343143.","start":96.16,"end":101.805,"sentiment":"neutral","sentiment_score":0.0578995868563652},{"text":"Expires 0727.","start":102.265,"end":104.445,"sentiment":"neutral","sentiment_score":0.011387608014047146},{"text":"CVV100.","start":104.905,"end":106.744995,"sentiment":"neutral","sentiment_score":0.012093419209122658},{"text":"Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request.","start":106.744995,"end":121.66,"sentiment":"neutral","sentiment_score":0.020805459326276414},{"text":"Correct?","start":121.880005,"end":122.380005,"sentiment":"neutral","sentiment_score":0.02191454917192459}],"sentiment":"neutral","sentiment_score":0.021149184314473983,"num_words":31,"start":96.16,"end":122.380005},{"sentences":[{"text":"Okay.","start":123.880005,"end":124.380005,"sentiment":"neutral","sentiment_score":0.04118702560663223},{"text":"Let me just proceed with the payment process.","start":125.0,"end":127.9,"sentiment":"neutral","sentiment_score":0.07993789855390787},{"text":"Alright.","start":135.365,"end":135.845,"sentiment":"neutral","sentiment_score":0.08739300817251205},{"text":"To your phone number let me just check.","start":135.845,"end":139.52501,"sentiment":"neutral","sentiment_score":0.05712510924786329},{"text":"2823.","start":139.52501,"end":140.725,"sentiment":"neutral","sentiment_score":0.03873513266444206}],"sentiment":"neutral","sentiment_score":0.06651680151882924,"num_words":19,"start":123.880005,"end":140.725},{"sentences":[{"text":"You will be receiving a text message.","start":140.725,"end":142.905,"sentiment":"neutral","sentiment_score":0.051014834216662815},{"text":"Once you got it, please confirm the OTP, okay, so you can authorize this payment.","start":143.99,"end":152.89,"sentiment":"neutral","sentiment_score":0.1097034585972627},{"text":"I'm sorry.","start":161.715,"end":162.375,"sentiment":"neutral","sentiment_score":-0.17432481423020363},{"text":"What what's your question?","start":162.435,"end":163.655,"sentiment":"neutral","sentiment_score":-0.022200471255928278},{"text":"Oh, yeah.","start":172.27501,"end":172.835,"sentiment":"neutral","sentiment_score":-0.004754105582833291}],"sentiment":"neutral","sentiment_score":0.051856533127526444,"num_words":30,"start":140.725,"end":172.835},{"sentences":[{"text":"After this payment, I'll go ahead and endorse your account to our tech team to process the cancellation.","start":172.835,"end":181.19,"sentiment":"neutral","sentiment_score":0.08011025562882423},{"text":"And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record.","start":181.89,"end":192.235,"sentiment":"neutral","sentiment_score":0.10507428932648438},{"text":"Just let me know once you got the SMS and state the OTP so you could authorize the payment.","start":195.335,"end":201.27501,"sentiment":"neutral","sentiment_score":0.2496756009365383},{"text":"The SMS has been sent to your phone number that you're using right now.","start":222.16501,"end":226.585,"sentiment":"neutral","sentiment_score":0.05345591051237924},{"text":"Have you received the message?","start":246.235,"end":247.775,"sentiment":"neutral","sentiment_score":0.00974883809685707}],"sentiment":"neutral","sentiment_score":0.1184741399909665,"num_words":82,"start":172.835,"end":247.775},{"sentences":[{"text":"Not now?","start":252.955,"end":253.61499,"sentiment":"neutral","sentiment_score":-0.18830720335245132},{"text":"Okay.","start":253.915,"end":254.415,"sentiment":"neutral","sentiment_score":-0.03835584968328476},{"text":"Yeah.","start":259.595,"end":260.075,"sentiment":"neutral","sentiment_score":-0.01897866278886795},{"text":"That's mhmm.","start":260.075,"end":266.28998,"sentiment":"neutral","sentiment_score":-0.02797030843794346},{"text":"Mhmm.","start":268.02997,"end":268.52997,"sentiment":"neutral","sentiment_score":-0.015702085569500923}],"sentiment":"neutral","sentiment_score":-0.07222737451749188,"num_words":7,"start":252.955,"end":268.52997},{"sentences":[{"text":"Okay.","start":270.27,"end":270.75,"sentiment":"neutral","sentiment_score":-0.008066408336162567},{"text":"Let me read back.","start":270.75,"end":271.88998,"sentiment":"neutral","sentiment_score":-0.01498522236943245},{"text":"70506447.","start":272.03,"end":275.785,"sentiment":"neutral","sentiment_score":-0.00987299717962742},{"text":"Okay.","start":277.925,"end":278.425,"sentiment":"neutral","sentiment_score":-0.02199355512857437},{"text":"Let me just submit it.","start":278.485,"end":280.10498,"sentiment":"neutral","sentiment_score":-0.04231181070208549}],"sentiment":"neutral","sentiment_score":-0.025952741969376802,"num_words":12,"start":270.27,"end":280.10498},{"sentences":[{"text":"It was declined.","start":294.89,"end":295.95,"sentiment":"neutral","sentiment_score":-0.3042203187942505},{"text":"Do you have the funds available?","start":296.81,"end":298.43,"sentiment":"neutral","sentiment_score":-0.13091279938817024},{"text":"It says, yeah, it says declined.","start":303.05002,"end":305.72498,"sentiment":"neutral","sentiment_score":-0.16399852310617766},{"text":"It says in here, authorization declined.","start":309.305,"end":312.76498,"sentiment":"neutral","sentiment_score":-0.19213141749302545},{"text":"Okay.","start":316.93,"end":317.43,"sentiment":"neutral","sentiment_score":-0.025798138231039047}],"sentiment":"neutral","sentiment_score":-0.17548706975172867,"num_words":22,"start":294.89,"end":317.43},{"sentences":[{"text":"Try we'll try again using the same card, or would you like to use another card?","start":317.97,"end":322.71,"sentiment":"neutral","sentiment_score":-0.03298125008586794},{"text":"Okay.","start":331.31497,"end":331.79498,"sentiment":"neutral","sentiment_score":0.0935966968536377},{"text":"I understand.","start":331.79498,"end":332.455,"sentiment":"neutral","sentiment_score":0.09744679182767868},{"text":"So sure.","start":332.675,"end":333.495,"sentiment":"neutral","sentiment_score":0.1258915811777115},{"text":"Let me just go ahead and reach her to process the payment.","start":333.555,"end":338.215,"sentiment":"neutral","sentiment_score":0.14382214347521463}],"sentiment":"neutral","sentiment_score":0.052679974642215355,"num_words":33,"start":317.97,"end":338.215},{"sentences":[{"text":"Just be on the line.","start":338.75497,"end":339.955,"sentiment":"neutral","sentiment_score":0.0628701202571392},{"text":"Okay?","start":339.955,"end":340.35498,"sentiment":"neutral","sentiment_score":0.034832924604415894},{"text":"So I could advise you once the SMS has been sent again.","start":340.35498,"end":345.52002,"sentiment":"neutral","sentiment_score":0.03938035946339369},{"text":"Okay?","start":345.52002,"end":346.02002,"sentiment":"neutral","sentiment_score":0.028478695079684258},{"text":"One moment.","start":346.32,"end":347.06003,"sentiment":"neutral","sentiment_score":0.016686092130839825}],"sentiment":"neutral","sentiment_score":0.04207612946629524,"num_words":21,"start":338.75497,"end":347.06003},{"sentences":[{"text":"Because this will be a separate another transaction, so you should be receiving again a a code.","start":350.08002,"end":358.58002,"sentiment":"neutral","sentiment_score":0.0480838904485983},{"text":"So just to confirm, the name is Kenzie.","start":398.46,"end":401.04,"sentiment":"neutral","sentiment_score":0.05409944010898471},{"text":"Right?","start":401.18,"end":401.68,"sentiment":"neutral","sentiment_score":0.03694171831011772},{"text":"Okay.","start":406.86,"end":407.36,"sentiment":"neutral","sentiment_score":0.13065114617347717},{"text":"Thank you.","start":408.46,"end":409.36,"sentiment":"positive","sentiment_score":0.35948391258716583}],"sentiment":"neutral","sentiment_score":0.07368214993641295,"num_words":29,"start":350.08002,"end":409.36},{"sentences":[{"text":"So 5163610232343143.","start":412.06,"end":417.75497,"sentiment":"neutral","sentiment_score":0.10342219844460487},{"text":"Expires, 07/27.","start":419.495,"end":421.51498,"sentiment":"neutral","sentiment_score":0.026352192275226116},{"text":"CVV, 110.","start":422.375,"end":424.395,"sentiment":"neutral","sentiment_score":0.020002043806016445},{"text":"Okay.","start":426.29498,"end":426.79498,"sentiment":"neutral","sentiment_score":0.13007663190364838},{"text":"Thank you.","start":426.935,"end":427.675,"sentiment":"positive","sentiment_score":0.35748550295829773}],"sentiment":"neutral","sentiment_score":0.12717783409688208,"num_words":9,"start":412.06,"end":427.675},{"sentences":[{"text":"Let's go ahead and submit, and then you will receive another code.","start":429.36,"end":435.94,"sentiment":"neutral","sentiment_score":0.13364156956473985},{"text":"Okay.","start":440.47998,"end":440.96,"sentiment":"neutral","sentiment_score":0.06226247176527977},{"text":"Please check the code and share it to me.","start":440.96,"end":443.06,"sentiment":"neutral","sentiment_score":0.05503249582317141},{"text":"Thank you.","start":450.165,"end":450.985,"sentiment":"neutral","sentiment_score":0.2264714241027832},{"text":"97802696.","start":451.285,"end":454.905,"sentiment":"neutral","sentiment_score":0.05862826108932495}],"sentiment":"neutral","sentiment_score":0.10691299512982369,"num_words":25,"start":429.36,"end":454.905},{"sentences":[{"text":"Okay.","start":460.76,"end":461.26,"sentiment":"neutral","sentiment_score":0.12195004522800446},{"text":"Got it.","start":461.4,"end":462.12,"sentiment":"neutral","sentiment_score":0.23016349226236343},{"text":"Thank you.","start":462.12,"end":462.94,"sentiment":"positive","sentiment_score":0.42544935643672943},{"text":"Okay, Kelly.","start":479.08502,"end":480.30502,"sentiment":"neutral","sentiment_score":0.3226253092288971},{"text":"Payment has been successfully processed.","start":480.52502,"end":482.785,"sentiment":"positive","sentiment_score":0.45200594067573546}],"sentiment":"positive","sentiment_score":0.36153800537188846,"num_words":12,"start":460.76,"end":482.785},{"sentences":[{"text":"So shortly, you will receive a official payment receipt with this payment.","start":483.08502,"end":488.545,"sentiment":"positive","sentiment_score":0.3903459807236989},{"text":"And then once your cancellation request has been completed, you will also receive a confirmation through email.","start":488.81,"end":496.11002,"sentiment":"neutral","sentiment_score":0.22132953738465028},{"text":"And if you need our services in the future, please reach out.","start":496.73,"end":501.37,"sentiment":"neutral","sentiment_score":0.09260552066067855},{"text":"K?","start":501.37,"end":501.61002,"sentiment":"neutral","sentiment_score":0.029113760218024257},{"text":"Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision.","start":501.61002,"end":511.795,"sentiment":"neutral","sentiment_score":-0.12549108696671632}],"sentiment":"neutral","sentiment_score":0.0930053772240439,"num_words":68,"start":483.08502,"end":511.795},{"sentences":[{"text":"Anything else that I may help you today?","start":512.175,"end":514.195,"sentiment":"neutral","sentiment_score":0.1266066851094365},{"text":"Okay.","start":516.68,"end":517.07996,"sentiment":"neutral","sentiment_score":-0.033477045595645905},{"text":"Just wait for the emails.","start":517.07996,"end":518.76,"sentiment":"neutral","sentiment_score":-0.058086521551012994},{"text":"Okay?","start":518.76,"end":519.26,"sentiment":"neutral","sentiment_score":0.026077253744006157},{"text":"Alright.","start":520.6,"end":521.1,"sentiment":"neutral","sentiment_score":0.2809382677078247}],"sentiment":"neutral","sentiment_score":0.062247459311038256,"num_words":16,"start":512.175,"end":521.1},{"sentences":[{"text":"Thank you, Kelly.","start":521.16,"end":521.95996,"sentiment":"positive","sentiment_score":0.5538191000620524},{"text":"Have a good one.","start":521.95996,"end":523.01996,"sentiment":"positive","sentiment_score":0.5462108254432678},{"text":"If you need if you do have any questions, just call me 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Yep. Yeah. Good. Yeah. Sure. Yeah. I and who? Mastercard. Okay. Yeah. So the card number is 5163610232343143. Expiration date? Yes, sir. So it's 07/27. 110. Yeah. Yeah. Correct. K e x I n h e. Thank you. Yes. Mhmm. Aircraft. Mhmm. Okay. So so the cancellation is done. Right? Yeah. So once the payment's been it's already paid, so it's a cancellation. It's being done. Right? Okay. Sure. Mhmm. No. No. No. No. Oh, I received a a a code, like, a oh, I the the code is 7050 6447. Yeah. It should be I have the money, the account. So oh, maybe try again. K. This card. Because I think there are $200 in the card, so that should be fine. Okay. I Mhmm. K e x I n h e. Yep. Go. The code is 97802696. Okay. 97802696. No. Okay. Okay. 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Yep. Yeah. Good. Yeah.\n\nSure. Yeah. I and who? Mastercard. Okay.\n\nYeah. So the card number is 5163610232343143. Expiration date? Yes, sir. So it's 07/27.\n\n110. Yeah. Yeah. Correct. K e x I n h e.\n\nThank you. Yes. Mhmm. Aircraft. Mhmm.\n\nOkay. So so the cancellation is done. Right? Yeah. So once the payment's been it's already paid, so it's a cancellation.\n\nIt's being done. Right? Okay. Sure. Mhmm.\n\nNo. No. No. No. Oh, I received a a a code, like, a oh, I the the code is 7050 6447.\n\nYeah. It should be I have the money, the account. So oh, maybe try again. K. This card.\n\nBecause I think there are $200 in the card, so that should be fine. Okay. I Mhmm. K e x I n h e. Yep.\n\nGo. The code is 97802696. Okay. 97802696. No.\n\nOkay. Okay. Sure.","paragraphs":[{"sentences":[{"text":"Account?","start":3.9199998,"end":4.42,"sentiment":"neutral","sentiment_score":0.04363769292831421},{"text":"Yep.","start":4.88,"end":5.38,"sentiment":"neutral","sentiment_score":0.09577016532421112},{"text":"Yeah.","start":6.3199997,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.18839779496192932},{"text":"Good.","start":7.7599998,"end":8.26,"sentiment":"positive","sentiment_score":0.5407668352127075},{"text":"Yeah.","start":12.335,"end":12.575001,"sentiment":"neutral","sentiment_score":0.10077409446239471}],"sentiment":"neutral","sentiment_score":0.19386931657791137,"num_words":5,"start":3.9199998,"end":12.575001},{"sentences":[{"text":"Sure.","start":12.575001,"end":13.075001,"sentiment":"neutral","sentiment_score":0.10478420555591585},{"text":"Yeah.","start":13.588334,"end":14.088334,"sentiment":"neutral","sentiment_score":0.06414946168661118},{"text":"I and 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I received a a a code, like, a oh, I the the code is 7050 6447.","start":254.65999,"end":268.085,"sentiment":"neutral","sentiment_score":-0.03580297589959467}],"sentiment":"neutral","sentiment_score":-0.07863732014915772,"num_words":21,"start":250.09999,"end":268.085},{"sentences":[{"text":"Yeah.","start":276.75998,"end":277.25998,"sentiment":"neutral","sentiment_score":-0.0119125097990036},{"text":"It should be I have the money, the account.","start":302.665,"end":307.16,"sentiment":"neutral","sentiment_score":-0.176662131316132},{"text":"So oh, maybe try again.","start":307.53998,"end":315.56,"sentiment":"neutral","sentiment_score":-0.21838582754135133},{"text":"K.","start":317.46,"end":317.96,"sentiment":"neutral","sentiment_score":-0.02823413535952568},{"text":"This 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0: Hi. This is Airtel accounts.\n\nChannel 1: Account? Yep.\n\nChannel 0: Debbie, how\n\nChannel 1: Yeah.\n\nChannel 0: are you this morning?\n\nChannel 1: Good.\n\nChannel 0: Okay. You're ready to process your payment today?\n\nChannel 1: Yeah. Sure. Yeah.\n\nChannel 0: Okay. Sure.\n\nChannel 1: I\n\nChannel 0: Is this a Visa\n\nChannel 1: and who?\n\nChannel 0: or a Mastercard?\n\nChannel 1: Mastercard.\n\nChannel 0: Okay.\n\nChannel 1: Okay.\n\nChannel 0: Thank you. Let me just go to the payment page. May I have the card number, please?\n\nChannel 1: Yeah. So the card number is 5163610232343143.\n\nChannel 0: Okay. Thank you. And the expiration date, please?\n\nChannel 1: Expiration date?\n\nChannel 0: Yep.\n\nChannel 1: Yes, sir. So it's 07/27.\n\nChannel 0: Thank you. 0 07/27. CVV code, please?\n\nChannel 1: 110.\n\nChannel 0: Okay. 110.\n\nChannel 1: Yeah. Yeah. Correct.\n\nChannel 0: Okay. And the name associated with birth on the card, please?\n\nChannel 1: K e x I n h e.\n\nChannel 0: Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: So let me confirm. 5163610232343143. Expires\n\nChannel 1: Yes.\n\nChannel 0: 0727. CVV100. Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request. Correct?\n\nChannel 1: Mhmm. Aircraft.\n\nChannel 0: Okay. Let me just proceed with the payment process. Alright. To your phone number let me just check. 2823.\n\nYou will be receiving a text message. Once\n\nChannel 1: Mhmm.\n\nChannel 0: you got it, please confirm the OTP, okay, so you can authorize this payment.\n\nChannel 1: Okay. So so the cancellation is done. Right?\n\nChannel 0: I'm sorry. What what's your question?\n\nChannel 1: Yeah. So once the payment's been it's already paid, so it's a cancellation. It's being done. Right?\n\nChannel 0: Oh, yeah. After this payment, I'll go ahead and endorse your account to our tech team to process the cancellation. And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record.\n\nChannel 1: Okay. Sure.\n\nChannel 0: Just let me know once you got the SMS and state the OTP so you could authorize the payment.\n\nChannel 1: Mhmm.\n\nChannel 0: The SMS has been sent to your phone number that you're using right now. Have you received the message?\n\nChannel 1: No. No. No. No.\n\nChannel 0: Not now? Okay.\n\nChannel 1: Oh, I received a a a code, like, a\n\nChannel 0: Yeah.\n\nChannel 1: oh, I\n\nChannel 0: That's\n\nChannel 1: the the code is 7050\n\nChannel 0: mhmm.\n\nChannel 1: 6447.\n\nChannel 0: Mhmm. Okay. Let me read back. 70506447.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Let me just submit it. It was declined. Do you have the funds available?\n\nChannel 1: It should\n\nChannel 0: It says,\n\nChannel 1: be\n\nChannel 0: yeah, it says\n\nChannel 1: I have the\n\nChannel 0: declined.\n\nChannel 1: money, the account. So\n\nChannel 0: It says in here, authorization declined.\n\nChannel 1: oh, maybe try again.\n\nChannel 0: Okay.\n\nChannel 1: K.\n\nChannel 0: Try we'll try again using the same card, or would you like to use another card?\n\nChannel 1: This card. Because I think there are $200 in the card, so that should be fine.\n\nChannel 0: Okay. I\n\nChannel 1: Okay.\n\nChannel 0: understand. So sure. Let me just go ahead and reach her to process the payment. Just be on the line.\n\nChannel 1: I\n\nChannel 0: Okay? So I could advise you once the SMS has been sent again. Okay? One moment. Because this will be a separate another\n\nChannel 1: Mhmm.\n\nChannel 0: transaction, so you should be receiving again a a code. So just to confirm, the name is Kenzie. Right?\n\nChannel 1: K e x I n h e.\n\nChannel 0: Okay. Thank you. So 5163610232343143.\n\nChannel 1: Yep.\n\nChannel 0: Expires, 07/27. CVV, 110.\n\nChannel 1: Go.\n\nChannel 0: Okay. Thank you. Let's go ahead and submit, and then you will receive another code. Okay. Please check the code and share it to me.\n\nChannel 1: The code is 97802696.\n\nChannel 0: Thank you. 97802696.\n\nChannel 1: Okay. 97802696.\n\nChannel 0: Okay. Got it. Thank you. Okay, Kelly. Payment has been successfully processed.\n\nSo shortly, you will receive a official payment receipt with this payment. And then once your cancellation request has been completed, you will also receive a confirmation through email. And if you need our services in the future, please reach out. K? Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision.\n\nAnything else that I may help you today?\n\nChannel 1: No.\n\nChannel 0: Okay. Just wait for the emails. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Alright. Thank you, Kelly. Have a good one.\n\nChannel 1: Okay.\n\nChannel 0: If you need if you do have any questions, just call me back. Okay?\n\nChannel 1: Sure.\n\nChannel 0: Alright. Thank you. Have a good one, and be safe always. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.04518831893801689},{"text":"This is Airtel accounts.","start":2.56,"end":4.26,"sentiment":"neutral","sentiment_score":0.0455935113132}],"sentiment":"neutral","sentiment_score":0.04551247283816338,"channel":0,"num_words":5,"start":2.1599998,"end":4.26},{"sentences":[{"text":"Account?","start":3.9199998,"end":4.42,"sentiment":"neutral","sentiment_score":0.04363769292831421},{"text":"Yep.","start":4.88,"end":5.38,"sentiment":"neutral","sentiment_score":0.09577016532421112}],"sentiment":"neutral","sentiment_score":0.06970392912626266,"channel":1,"num_words":2,"start":3.9199998,"end":5.38},{"sentences":[{"text":"Debbie, how","start":5.2799997,"end":6.3199997,"sentiment":"neutral","sentiment_score":0.14197366684675217}],"sentiment":"neutral","sentiment_score":0.14197366684675217,"channel":0,"num_words":2,"start":5.2799997,"end":6.3199997},{"sentences":[{"text":"Yeah.","start":6.3199997,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.18839779496192932}],"sentiment":"neutral","sentiment_score":0.18839779496192932,"channel":1,"num_words":1,"start":6.3199997,"end":6.8199997},{"sentences":[{"text":"are you this morning?","start":6.3199997,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.19130504503846169}],"sentiment":"neutral","sentiment_score":0.19130504503846169,"channel":0,"num_words":4,"start":6.3199997,"end":7.3799996},{"sentences":[{"text":"Good.","start":7.7599998,"end":8.26,"sentiment":"positive","sentiment_score":0.5407668352127075}],"sentiment":"positive","sentiment_score":0.5407668352127075,"channel":1,"num_words":1,"start":7.7599998,"end":8.26},{"sentences":[{"text":"Okay.","start":9.04,"end":9.36,"sentiment":"positive","sentiment_score":0.3362531065940857},{"text":"You're ready to process your payment 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this a Visa","start":14.985001,"end":16.105,"sentiment":"neutral","sentiment_score":0.03274490963667631}],"sentiment":"neutral","sentiment_score":0.03274490963667631,"channel":0,"num_words":4,"start":14.985001,"end":16.105},{"sentences":[{"text":"and who?","start":15.8550005,"end":16.595001,"sentiment":"neutral","sentiment_score":0.013786159921437502}],"sentiment":"neutral","sentiment_score":0.013786159921437502,"channel":1,"num_words":2,"start":15.8550005,"end":16.595001},{"sentences":[{"text":"or a Mastercard?","start":16.105,"end":16.845001,"sentiment":"neutral","sentiment_score":0.020204515817264717}],"sentiment":"neutral","sentiment_score":0.020204515817264717,"channel":0,"num_words":3,"start":16.105,"end":16.845001},{"sentences":[{"text":"Mastercard.","start":17.695,"end":18.195,"sentiment":"neutral","sentiment_score":0.02604398876428604}],"sentiment":"neutral","sentiment_score":0.02604398876428604,"channel":1,"num_words":1,"start":17.695,"end":18.195},{"sentences":[{"text":"Okay.","start":19.225,"end":19.725,"sentiment":"neutral","sentiment_score":0.06511616706848145}],"sentiment":"neutral","sentiment_score":0.06511616706848145,"channel":0,"num_words":1,"start":19.225,"end":19.725},{"sentences":[{"text":"Okay.","start":19.535,"end":20.035,"sentiment":"neutral","sentiment_score":0.13161152601242063}],"sentiment":"neutral","sentiment_score":0.13161152601242063,"channel":1,"num_words":1,"start":19.535,"end":20.035},{"sentences":[{"text":"Thank you.","start":19.785,"end":20.685,"sentiment":"positive","sentiment_score":0.4153509587049484},{"text":"Let me just go to the payment page.","start":21.305,"end":23.564999,"sentiment":"neutral","sentiment_score":0.18082771264016628},{"text":"May I have the card number, please?","start":23.625,"end":26.33,"sentiment":"neutral","sentiment_score":0.07448509122644152}],"sentiment":"neutral","sentiment_score":0.16463054453625398,"channel":0,"num_words":17,"start":19.785,"end":26.33},{"sentences":[{"text":"Yeah.","start":27.72,"end":28.039999,"sentiment":"neutral","sentiment_score":0.02161775901913643},{"text":"So the card number is 5163610232343143.","start":28.039999,"end":42.535,"sentiment":"neutral","sentiment_score":0.028019653633236885}],"sentiment":"neutral","sentiment_score":0.027105097259793962,"channel":1,"num_words":7,"start":27.72,"end":42.535},{"sentences":[{"text":"Okay.","start":44.635,"end":45.135,"sentiment":"neutral","sentiment_score":0.07899560779333115},{"text":"Thank you.","start":45.275,"end":46.095,"sentiment":"neutral","sentiment_score":0.18718436360359192},{"text":"And the expiration date, please?","start":51.515,"end":54.095,"sentiment":"neutral","sentiment_score":0.029545703902840614}],"sentiment":"neutral","sentiment_score":0.07513660681433976,"channel":0,"num_words":8,"start":44.635,"end":54.095},{"sentences":[{"text":"Expiration date?","start":56.460003,"end":57.760002,"sentiment":"neutral","sentiment_score":-0.009644415229558945}],"sentiment":"neutral","sentiment_score":-0.009644415229558945,"channel":1,"num_words":2,"start":56.460003,"end":57.760002},{"sentences":[{"text":"Yep.","start":58.52,"end":59.02,"sentiment":"neutral","sentiment_score":0.025065219029784203}],"sentiment":"neutral","sentiment_score":0.025065219029784203,"channel":0,"num_words":1,"start":58.52,"end":59.02},{"sentences":[{"text":"Yes, sir.","start":58.940002,"end":59.760002,"sentiment":"neutral","sentiment_score":0.05194638669490814},{"text":"So it's 07/27.","start":59.82,"end":63.840004,"sentiment":"neutral","sentiment_score":0.03335964431365331}],"sentiment":"neutral","sentiment_score":0.04079434126615524,"channel":1,"num_words":5,"start":58.940002,"end":63.840004},{"sentences":[{"text":"Thank you.","start":64.76,"end":65.56,"sentiment":"neutral","sentiment_score":0.15225887298583984},{"text":"0 07/27.","start":65.56,"end":67.34,"sentiment":"neutral","sentiment_score":0.01927255466580391},{"text":"CVV code, please?","start":68.2,"end":69.58,"sentiment":"neutral","sentiment_score":0.010433380336811146}],"sentiment":"neutral","sentiment_score":0.05348042804481728,"channel":0,"num_words":7,"start":64.76,"end":69.58},{"sentences":[{"text":"110.","start":72.165,"end":73.465004,"sentiment":"neutral","sentiment_score":0.00899590365588665}],"sentiment":"neutral","sentiment_score":0.00899590365588665,"channel":1,"num_words":1,"start":72.165,"end":73.465004},{"sentences":[{"text":"Okay.","start":76.955,"end":77.455,"sentiment":"neutral","sentiment_score":0.018795985728502274},{"text":"110.","start":77.515,"end":78.815,"sentiment":"neutral","sentiment_score":0.020622868090867996}],"sentiment":"neutral","sentiment_score":0.019709426909685135,"channel":0,"num_words":2,"start":76.955,"end":78.815},{"sentences":[{"text":"Yeah.","start":79.35,"end":79.59,"sentiment":"neutral","sentiment_score":0.042622823268175125},{"text":"Yeah.","start":79.59,"end":79.909996,"sentiment":"neutral","sentiment_score":0.06426239013671875},{"text":"Correct.","start":79.909996,"end":80.409996,"sentiment":"neutral","sentiment_score":0.06891583651304245}],"sentiment":"neutral","sentiment_score":0.05860034997264544,"channel":1,"num_words":3,"start":79.35,"end":80.409996},{"sentences":[{"text":"Okay.","start":81.035,"end":81.535,"sentiment":"neutral","sentiment_score":0.0422552190721035},{"text":"And the name associated with birth on the card, please?","start":81.755005,"end":84.48,"sentiment":"neutral","sentiment_score":0.03005264885723591}],"sentiment":"neutral","sentiment_score":0.031161973422223873,"channel":0,"num_words":11,"start":81.035,"end":84.48},{"sentences":[{"text":"K e x I n h e.","start":86.15,"end":92.25,"sentiment":"neutral","sentiment_score":0.01816291787794658}],"sentiment":"neutral","sentiment_score":0.01816291787794658,"channel":1,"num_words":7,"start":86.15,"end":92.25},{"sentences":[{"text":"Thank you.","start":93.200005,"end":94.020004,"sentiment":"neutral","sentiment_score":0.2645152062177658}],"sentiment":"neutral","sentiment_score":0.2645152062177658,"channel":0,"num_words":2,"start":93.200005,"end":94.020004},{"sentences":[{"text":"Thank you.","start":93.715004,"end":94.615,"sentiment":"neutral","sentiment_score":0.27925916016101837}],"sentiment":"neutral","sentiment_score":0.27925916016101837,"channel":1,"num_words":2,"start":93.715004,"end":94.615},{"sentences":[{"text":"So let me confirm.","start":95.12,"end":96.16,"sentiment":"neutral","sentiment_score":0.13280928134918213},{"text":"5163610232343143.","start":96.16,"end":101.805,"sentiment":"neutral","sentiment_score":0.0578995868563652},{"text":"Expires","start":102.265,"end":102.765,"sentiment":"neutral","sentiment_score":0.013268831185996532}],"sentiment":"neutral","sentiment_score":0.10040092390651505,"channel":0,"num_words":6,"start":95.12,"end":102.765},{"sentences":[{"text":"Yes.","start":102.275,"end":102.775,"sentiment":"neutral","sentiment_score":0.020216554403305057}],"sentiment":"neutral","sentiment_score":0.020216554403305057,"channel":1,"num_words":1,"start":102.275,"end":102.775},{"sentences":[{"text":"0727.","start":103.064995,"end":104.445,"sentiment":"neutral","sentiment_score":0.00950638484209776},{"text":"CVV100.","start":104.905,"end":106.744995,"sentiment":"neutral","sentiment_score":0.012093419209122658},{"text":"Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request.","start":106.744995,"end":121.66,"sentiment":"neutral","sentiment_score":0.020805459326276414},{"text":"Correct?","start":121.880005,"end":122.380005,"sentiment":"neutral","sentiment_score":0.02191454917192459}],"sentiment":"neutral","sentiment_score":0.02015366536918385,"channel":0,"num_words":29,"start":103.064995,"end":122.380005},{"sentences":[{"text":"Mhmm.","start":122.564995,"end":123.045,"sentiment":"neutral","sentiment_score":-0.004707405809313059},{"text":"Aircraft.","start":123.045,"end":123.545,"sentiment":"neutral","sentiment_score":-0.0037284705322235823}],"sentiment":"neutral","sentiment_score":-0.0042179381707683206,"channel":1,"num_words":2,"start":122.564995,"end":123.545},{"sentences":[{"text":"Okay.","start":123.880005,"end":124.380005,"sentiment":"neutral","sentiment_score":0.04118702560663223},{"text":"Let me just proceed with the payment process.","start":125.0,"end":127.9,"sentiment":"neutral","sentiment_score":0.07993789855390787},{"text":"Alright.","start":135.365,"end":135.845,"sentiment":"neutral","sentiment_score":0.08739300817251205},{"text":"To your phone number let me just check.","start":135.845,"end":139.52501,"sentiment":"neutral","sentiment_score":0.05712510924786329},{"text":"2823.","start":139.52501,"end":140.725,"sentiment":"neutral","sentiment_score":0.03873513266444206}],"sentiment":"neutral","sentiment_score":0.06651680151882924,"channel":0,"num_words":19,"start":123.880005,"end":140.725},{"sentences":[{"text":"You will be receiving a text message.","start":140.725,"end":142.905,"sentiment":"neutral","sentiment_score":0.051014834216662815},{"text":"Once","start":143.99,"end":144.15,"sentiment":"neutral","sentiment_score":0.056176889687776566}],"sentiment":"neutral","sentiment_score":0.051660091150552034,"channel":0,"num_words":8,"start":140.725,"end":144.15},{"sentences":[{"text":"Mhmm.","start":144.13,"end":144.63,"sentiment":"neutral","sentiment_score":0.06044783815741539}],"sentiment":"neutral","sentiment_score":0.06044783815741539,"channel":1,"num_words":1,"start":144.13,"end":144.63},{"sentences":[{"text":"you got it, please confirm the OTP, okay, so you can authorize this payment.","start":144.15,"end":152.89,"sentiment":"neutral","sentiment_score":0.11352678494794029}],"sentiment":"neutral","sentiment_score":0.11352678494794029,"channel":0,"num_words":14,"start":144.15,"end":152.89},{"sentences":[{"text":"Okay.","start":154.725,"end":155.225,"sentiment":"neutral","sentiment_score":0.033630773425102234},{"text":"So so the cancellation is done.","start":155.845,"end":159.52501,"sentiment":"neutral","sentiment_score":-0.014934448525309563},{"text":"Right?","start":159.52501,"end":160.02501,"sentiment":"neutral","sentiment_score":-0.03929268568754196}],"sentiment":"neutral","sentiment_score":-0.011908575426787138,"channel":1,"num_words":8,"start":154.725,"end":160.02501},{"sentences":[{"text":"I'm sorry.","start":161.715,"end":162.375,"sentiment":"neutral","sentiment_score":-0.17432481423020363},{"text":"What what's your question?","start":162.435,"end":163.655,"sentiment":"neutral","sentiment_score":-0.022200471255928278}],"sentiment":"neutral","sentiment_score":-0.07290858558068673,"channel":0,"num_words":6,"start":161.715,"end":163.655},{"sentences":[{"text":"Yeah.","start":164.37999,"end":164.78,"sentiment":"neutral","sentiment_score":-0.08914148807525635},{"text":"So once the payment's been it's already paid, so it's a 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now?","start":252.955,"end":253.61499,"sentiment":"neutral","sentiment_score":-0.18830720335245132},{"text":"Okay.","start":253.915,"end":254.415,"sentiment":"neutral","sentiment_score":-0.03835584968328476}],"sentiment":"neutral","sentiment_score":-0.13832341879606247,"channel":0,"num_words":3,"start":252.955,"end":254.415},{"sentences":[{"text":"Oh, I received a a a code, like, a","start":254.65999,"end":259.585,"sentiment":"neutral","sentiment_score":-0.04227791312668058}],"sentiment":"neutral","sentiment_score":-0.04227791312668058,"channel":1,"num_words":9,"start":254.65999,"end":259.585},{"sentences":[{"text":"Yeah.","start":259.595,"end":260.075,"sentiment":"neutral","sentiment_score":-0.01897866278886795}],"sentiment":"neutral","sentiment_score":-0.01897866278886795,"channel":0,"num_words":1,"start":259.595,"end":260.075},{"sentences":[{"text":"oh, I","start":259.66498,"end":259.905,"sentiment":"neutral","sentiment_score":-0.01276388531550765}],"sentiment":"neutral","sentiment_score":-0.01276388531550765,"channel":1,"num_words":2,"start":259.66498,"end":259.905},{"sentences":[{"text":"That's","start":260.075,"end":260.43,"sentiment":"neutral","sentiment_score":-0.02190881222486496}],"sentiment":"neutral","sentiment_score":-0.02190881222486496,"channel":0,"num_words":1,"start":260.075,"end":260.43},{"sentences":[{"text":"the the code is 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available?","start":296.81,"end":298.43,"sentiment":"neutral","sentiment_score":-0.13091279938817024}],"sentiment":"neutral","sentiment_score":-0.12877935742338498,"channel":0,"num_words":15,"start":277.925,"end":298.43},{"sentences":[{"text":"It should","start":302.665,"end":303.385,"sentiment":"neutral","sentiment_score":-0.07336924597620964}],"sentiment":"neutral","sentiment_score":-0.07336924597620964,"channel":1,"num_words":2,"start":302.665,"end":303.385},{"sentences":[{"text":"It says,","start":303.05002,"end":303.705,"sentiment":"neutral","sentiment_score":-0.11435846611857414}],"sentiment":"neutral","sentiment_score":-0.11435846611857414,"channel":0,"num_words":2,"start":303.05002,"end":303.705},{"sentences":[{"text":"be","start":303.385,"end":303.545,"sentiment":"neutral","sentiment_score":-0.12118591368198396}],"sentiment":"neutral","sentiment_score":-0.12118591368198396,"channel":1,"num_words":1,"start":303.385,"end":303.545},{"sentences":[{"text":"yeah, it says","start":304.10498,"end":305.22498,"sentiment":"neutral","sentiment_score":-0.16787856817245483}],"sentiment":"neutral","sentiment_score":-0.16787856817245483,"channel":0,"num_words":3,"start":304.10498,"end":305.22498},{"sentences":[{"text":"I have the","start":304.9,"end":305.72,"sentiment":"neutral","sentiment_score":-0.23528297245502472}],"sentiment":"neutral","sentiment_score":-0.23528297245502472,"channel":1,"num_words":3,"start":304.9,"end":305.72},{"sentences":[{"text":"declined.","start":305.22498,"end":305.72498,"sentiment":"neutral","sentiment_score":-0.2516385018825531}],"sentiment":"neutral","sentiment_score":-0.2516385018825531,"channel":0,"num_words":1,"start":305.22498,"end":305.72498},{"sentences":[{"text":"money, the account.","start":306.09998,"end":307.16,"sentiment":"neutral","sentiment_score":-0.2053952862819036},{"text":"So","start":307.53998,"end":308.03998,"sentiment":"neutral","sentiment_score":-0.14930221438407898}],"sentiment":"neutral","sentiment_score":-0.19137201830744743,"channel":1,"num_words":4,"start":306.09998,"end":308.03998},{"sentences":[{"text":"It says in here, authorization declined.","start":309.305,"end":312.76498,"sentiment":"neutral","sentiment_score":-0.19213141749302545}],"sentiment":"neutral","sentiment_score":-0.19213141749302545,"channel":0,"num_words":6,"start":309.305,"end":312.76498},{"sentences":[{"text":"oh, maybe try again.","start":314.18,"end":315.56,"sentiment":"neutral","sentiment_score":-0.2356567308306694}],"sentiment":"neutral","sentiment_score":-0.2356567308306694,"channel":1,"num_words":4,"start":314.18,"end":315.56},{"sentences":[{"text":"Okay.","start":316.93,"end":317.43,"sentiment":"neutral","sentiment_score":-0.025798138231039047}],"sentiment":"neutral","sentiment_score":-0.025798138231039047,"channel":0,"num_words":1,"start":316.93,"end":317.43},{"sentences":[{"text":"K.","start":317.46,"end":317.96,"sentiment":"neutral","sentiment_score":-0.02823413535952568}],"sentiment":"neutral","sentiment_score":-0.02823413535952568,"channel":1,"num_words":1,"start":317.46,"end":317.96},{"sentences":[{"text":"Try we'll try again using the same card, or would you like to use another card?","start":317.97,"end":322.71,"sentiment":"neutral","sentiment_score":-0.03298125008586794}],"sentiment":"neutral","sentiment_score":-0.03298125008586794,"channel":0,"num_words":16,"start":317.97,"end":322.71},{"sentences":[{"text":"This card.","start":323.725,"end":324.285,"sentiment":"neutral","sentiment_score":0.008007621392607689},{"text":"Because I think there are $200 in the card, so that should be fine.","start":324.285,"end":329.985,"sentiment":"neutral","sentiment_score":0.06558300501533917}],"sentiment":"neutral","sentiment_score":0.058386082062497735,"channel":1,"num_words":16,"start":323.725,"end":329.985},{"sentences":[{"text":"Okay.","start":331.31497,"end":331.79498,"sentiment":"neutral","sentiment_score":0.0935966968536377},{"text":"I","start":331.79498,"end":331.955,"sentiment":"neutral","sentiment_score":0.08498428761959076}],"sentiment":"neutral","sentiment_score":0.08929049223661423,"channel":0,"num_words":2,"start":331.31497,"end":331.955},{"sentences":[{"text":"Okay.","start":331.805,"end":332.25,"sentiment":"neutral","sentiment_score":0.10792895406484604}],"sentiment":"neutral","sentiment_score":0.10792895406484604,"channel":1,"num_words":1,"start":331.805,"end":332.25},{"sentences":[{"text":"understand.","start":331.955,"end":332.455,"sentiment":"neutral","sentiment_score":0.1099092960357666},{"text":"So sure.","start":332.675,"end":333.495,"sentiment":"neutral","sentiment_score":0.1258915811777115},{"text":"Let me just go ahead and reach her to process the payment.","start":333.555,"end":338.215,"sentiment":"neutral","sentiment_score":0.14382214347521463},{"text":"Just be on the line.","start":338.75497,"end":339.955,"sentiment":"neutral","sentiment_score":0.0628701202571392}],"sentiment":"neutral","sentiment_score":0.12009543906897306,"channel":0,"num_words":20,"start":331.955,"end":339.955},{"sentences":[{"text":"I","start":339.69,"end":340.19,"sentiment":"neutral","sentiment_score":0.0289724450558424}],"sentiment":"neutral","sentiment_score":0.0289724450558424,"channel":1,"num_words":1,"start":339.69,"end":340.19},{"sentences":[{"text":"Okay?","start":339.955,"end":340.35498,"sentiment":"neutral","sentiment_score":0.034832924604415894},{"text":"So I could advise you once the SMS has been sent again.","start":340.35498,"end":345.52002,"sentiment":"neutral","sentiment_score":0.03938035946339369},{"text":"Okay?","start":345.52002,"end":346.02002,"sentiment":"neutral","sentiment_score":0.028478695079684258},{"text":"One moment.","start":346.32,"end":347.06003,"sentiment":"neutral","sentiment_score":0.016686092130839825},{"text":"Because this will be a separate another","start":350.08002,"end":353.38,"sentiment":"neutral","sentiment_score":0.015136597944157464}],"sentiment":"neutral","sentiment_score":0.02935670883111332,"channel":0,"num_words":23,"start":339.955,"end":353.38},{"sentences":[{"text":"Mhmm.","start":353.495,"end":353.995,"sentiment":"neutral","sentiment_score":0.02170861139893532}],"sentiment":"neutral","sentiment_score":0.02170861139893532,"channel":1,"num_words":1,"start":353.495,"end":353.995},{"sentences":[{"text":"transaction, so you should be receiving again a a code.","start":353.52002,"end":358.58002,"sentiment":"neutral","sentiment_score":0.07114699520170689},{"text":"So just to confirm, the name is Kenzie.","start":398.46,"end":401.04,"sentiment":"neutral","sentiment_score":0.05409944010898471},{"text":"Right?","start":401.18,"end":401.68,"sentiment":"neutral","sentiment_score":0.03694171831011772}],"sentiment":"neutral","sentiment_score":0.06216879953679286,"channel":0,"num_words":19,"start":353.52002,"end":401.68},{"sentences":[{"text":"K e x I n h e.","start":402.375,"end":405.27502,"sentiment":"neutral","sentiment_score":0.013166130653449468}],"sentiment":"neutral","sentiment_score":0.013166130653449468,"channel":1,"num_words":7,"start":402.375,"end":405.27502},{"sentences":[{"text":"Okay.","start":406.86,"end":407.36,"sentiment":"neutral","sentiment_score":0.13065114617347717},{"text":"Thank you.","start":408.46,"end":409.36,"sentiment":"positive","sentiment_score":0.35948391258716583},{"text":"So 5163610232343143.","start":412.06,"end":417.75497,"sentiment":"neutral","sentiment_score":0.10342219844460487}],"sentiment":"neutral","sentiment_score":0.21129267364740373,"channel":0,"num_words":5,"start":406.86,"end":417.75497},{"sentences":[{"text":"Yep.","start":418.12,"end":418.62,"sentiment":"neutral","sentiment_score":0.03823107481002808}],"sentiment":"neutral","sentiment_score":0.03823107481002808,"channel":1,"num_words":1,"start":418.12,"end":418.62},{"sentences":[{"text":"Expires, 07/27.","start":419.495,"end":421.51498,"sentiment":"neutral","sentiment_score":0.026352192275226116},{"text":"CVV, 110.","start":422.375,"end":424.395,"sentiment":"neutral","sentiment_score":0.020002043806016445}],"sentiment":"neutral","sentiment_score":0.02317711804062128,"channel":0,"num_words":4,"start":419.495,"end":424.395},{"sentences":[{"text":"Go.","start":425.08,"end":425.58,"sentiment":"neutral","sentiment_score":0.04689007252454758}],"sentiment":"neutral","sentiment_score":0.04689007252454758,"channel":1,"num_words":1,"start":425.08,"end":425.58},{"sentences":[{"text":"Okay.","start":426.29498,"end":426.79498,"sentiment":"neutral","sentiment_score":0.13007663190364838},{"text":"Thank you.","start":426.935,"end":427.675,"sentiment":"positive","sentiment_score":0.35748550295829773},{"text":"Let's go ahead and submit, and then you will receive another code.","start":429.36,"end":435.94,"sentiment":"neutral","sentiment_score":0.13364156956473985},{"text":"Okay.","start":440.47998,"end":440.96,"sentiment":"neutral","sentiment_score":0.06226247176527977},{"text":"Please check the code and share it to me.","start":440.96,"end":443.06,"sentiment":"neutral","sentiment_score":0.05503249582317141}],"sentiment":"neutral","sentiment_score":0.12025205627083778,"channel":0,"num_words":25,"start":426.29498,"end":443.06},{"sentences":[{"text":"The code is 97802696.","start":443.85,"end":448.83,"sentiment":"neutral","sentiment_score":0.039638614282011986}],"sentiment":"neutral","sentiment_score":0.039638614282011986,"channel":1,"num_words":4,"start":443.85,"end":448.83},{"sentences":[{"text":"Thank you.","start":450.165,"end":450.985,"sentiment":"neutral","sentiment_score":0.2264714241027832},{"text":"97802696.","start":451.285,"end":454.905,"sentiment":"neutral","sentiment_score":0.05862826108932495}],"sentiment":"neutral","sentiment_score":0.17052370309829712,"channel":0,"num_words":3,"start":450.165,"end":454.905},{"sentences":[{"text":"Okay.","start":456.855,"end":457.255,"sentiment":"neutral","sentiment_score":0.03623704612255096},{"text":"97802696.","start":457.255,"end":459.995,"sentiment":"neutral","sentiment_score":0.03852641209959984}],"sentiment":"neutral","sentiment_score":0.0373817291110754,"channel":1,"num_words":2,"start":456.855,"end":459.995},{"sentences":[{"text":"Okay.","start":460.76,"end":461.26,"sentiment":"neutral","sentiment_score":0.12195004522800446},{"text":"Got it.","start":461.4,"end":462.12,"sentiment":"neutral","sentiment_score":0.23016349226236343},{"text":"Thank you.","start":462.12,"end":462.94,"sentiment":"positive","sentiment_score":0.42544935643672943},{"text":"Okay, Kelly.","start":479.08502,"end":480.30502,"sentiment":"neutral","sentiment_score":0.3226253092288971},{"text":"Payment has been successfully processed.","start":480.52502,"end":482.785,"sentiment":"positive","sentiment_score":0.45200594067573546}],"sentiment":"positive","sentiment_score":0.36153800537188846,"channel":0,"num_words":12,"start":460.76,"end":482.785},{"sentences":[{"text":"So shortly, you will receive a official payment receipt with this payment.","start":483.08502,"end":488.545,"sentiment":"positive","sentiment_score":0.3903459807236989},{"text":"And then once your cancellation request has been completed, you will also receive a confirmation through email.","start":488.81,"end":496.11002,"sentiment":"neutral","sentiment_score":0.22132953738465028},{"text":"And if you need our services in the future, please reach out.","start":496.73,"end":501.37,"sentiment":"neutral","sentiment_score":0.09260552066067855},{"text":"K?","start":501.37,"end":501.61002,"sentiment":"neutral","sentiment_score":0.029113760218024257},{"text":"Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision.","start":501.61002,"end":511.795,"sentiment":"neutral","sentiment_score":-0.12549108696671632}],"sentiment":"neutral","sentiment_score":0.0930053772240439,"channel":0,"num_words":68,"start":483.08502,"end":511.795},{"sentences":[{"text":"Anything else that I may help you today?","start":512.175,"end":514.195,"sentiment":"neutral","sentiment_score":0.1266066851094365}],"sentiment":"neutral","sentiment_score":0.1266066851094365,"channel":0,"num_words":8,"start":512.175,"end":514.195},{"sentences":[{"text":"No.","start":515.10504,"end":515.60504,"sentiment":"neutral","sentiment_score":-0.06857478618621826}],"sentiment":"neutral","sentiment_score":-0.06857478618621826,"channel":1,"num_words":1,"start":515.10504,"end":515.60504},{"sentences":[{"text":"Okay.","start":516.68,"end":517.07996,"sentiment":"neutral","sentiment_score":-0.033477045595645905},{"text":"Just wait for the emails.","start":517.07996,"end":518.76,"sentiment":"neutral","sentiment_score":-0.058086521551012994},{"text":"Okay?","start":518.76,"end":519.26,"sentiment":"neutral","sentiment_score":0.026077253744006157}],"sentiment":"neutral","sentiment_score":-0.042547485658100674,"channel":0,"num_words":7,"start":516.68,"end":519.26},{"sentences":[{"text":"Okay.","start":519.49,"end":519.99,"sentiment":"neutral","sentiment_score":0.0999722257256508}],"sentiment":"neutral","sentiment_score":0.0999722257256508,"channel":1,"num_words":1,"start":519.49,"end":519.99},{"sentences":[{"text":"Alright.","start":520.6,"end":521.1,"sentiment":"neutral","sentiment_score":0.2809382677078247},{"text":"Thank you, Kelly.","start":521.16,"end":521.95996,"sentiment":"positive","sentiment_score":0.5538191000620524},{"text":"Have a good one.","start":521.95996,"end":523.01996,"sentiment":"positive","sentiment_score":0.5462108254432678}],"sentiment":"positive","sentiment_score":0.5159048587083817,"channel":0,"num_words":8,"start":520.6,"end":523.01996},{"sentences":[{"text":"Okay.","start":523.17,"end":523.67,"sentiment":"neutral","sentiment_score":0.2112252712249756}],"sentiment":"neutral","sentiment_score":0.2112252712249756,"channel":1,"num_words":1,"start":523.17,"end":523.67},{"sentences":[{"text":"If you need if you do have any questions, just call me back.","start":523.24,"end":527.9949,"sentiment":"neutral","sentiment_score":0.13704222154158813},{"text":"Okay?","start":527.9949,"end":528.4949,"sentiment":"neutral","sentiment_score":0.13348084688186646}],"sentiment":"neutral","sentiment_score":0.1367878376373223,"channel":0,"num_words":14,"start":523.24,"end":528.4949},{"sentences":[{"text":"Sure.","start":529.25,"end":529.75,"sentiment":"neutral","sentiment_score":0.21461191773414612}],"sentiment":"neutral","sentiment_score":0.21461191773414612,"channel":1,"num_words":1,"start":529.25,"end":529.75},{"sentences":[{"text":"Alright.","start":529.8349,"end":530.3149,"sentiment":"positive","sentiment_score":0.33931809663772583},{"text":"Thank you.","start":530.3149,"end":531.03485,"sentiment":"positive","sentiment_score":0.552138090133667},{"text":"Have a good one, and be safe always.","start":531.03485,"end":533.0549,"sentiment":"positive","sentiment_score":0.4703025482594967},{"text":"Bye bye.","start":533.2749,"end":534.0149,"sentiment":"neutral","sentiment_score":0.03179119899868965}],"sentiment":"positive","sentiment_score":0.4053536200752625,"channel":0,"num_words":13,"start":529.8349,"end":534.0149}]},"summary":{"result":"success","short":"The customer called Airtel accounts to process a cancellation request. The agent confirmed the cancellation and provided the customer with a confirmation code. The agent informed the customer that they will receive a cancellation receipt and email once the payment is processed. The customer was advised to call if they have any future questions."},"intents":{"segments":[{"text":"You're ready to process your payment today? Yeah. Sure.","start_word":16,"end_word":24,"intents":[{"intent":"Process payment","confidence_score":0.42194414}]},{"text":"So once the payment's been it's already paid, so it's a cancellation. It's being done. Right?","start_word":211,"end_word":226,"intents":[{"intent":"Process cancellation","confidence_score":0.47689098}]},{"text":"After this payment, I'll go ahead and endorse your account to our tech team to process the cancellation. And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record. Okay.","start_word":229,"end_word":273,"intents":[{"intent":"Receive confirmation","confidence_score":0.08140012}]},{"text":"The SMS has been sent to your phone number that you're using right now. Have you received the message?","start_word":295,"end_word":313,"intents":[{"intent":"Provide sms","confidence_score":0.12722988}]},{"text":"Do you have the funds available?","start_word":358,"end_word":363,"intents":[{"intent":"Obtain funds","confidence_score":0.030047243}]},{"text":"Try we'll try again using the same card, or would you like to use another card? This card.","start_word":392,"end_word":409,"intents":[{"intent":"Try again","confidence_score":0.19478695}]},{"text":"This card.","start_word":408,"end_word":409,"intents":[{"intent":"Use card","confidence_score":0.50356424}]},{"text":"So just to confirm, the name is Kenzie. Right?","start_word":482,"end_word":490,"intents":[{"intent":"Confirm name","confidence_score":0.44189122}]},{"text":"Let's go ahead and submit, and then you will receive another code. Okay.","start_word":512,"end_word":524,"intents":[{"intent":"Submit code","confidence_score":0.5739213}]},{"text":"Please check the code and share it to me. The code is 97802696. Thank you.","start_word":525,"end_word":539,"intents":[{"intent":"Check code","confidence_score":0.05689609}]},{"text":"So shortly, you will receive a official payment receipt with this payment. And then once your cancellation request has been completed, you will also receive a confirmation through email. And if you need our services in the future, please reach out. K?","start_word":555,"end_word":596,"intents":[{"intent":"Provide payment receipt","confidence_score":0.010494246}]},{"text":"Anything else that I may help you today? No. Okay.","start_word":623,"end_word":632,"intents":[{"intent":"End conversation","confidence_score":0.018075323}]}]},"sentiments":{"segments":[{"text":"Hi. This is Airtel accounts. Account? Yep. Debbie, how are Yeah. you this morning?","start_word":0,"end_word":13,"sentiment":"neutral","sentiment_score":0.10955329984426498},{"text":"Good. Okay. You're ready to process your payment today?","start_word":14,"end_word":22,"sentiment":"positive","sentiment_score":0.37079718708992},{"text":"Yeah. Sure. Yeah. Okay. Sure. I Is this a Visa and who? or a Mastercard? Mastercard. Okay. Okay.","start_word":23,"end_word":40,"sentiment":"neutral","sentiment_score":0.04955999180674553},{"text":"Thank you.","start_word":41,"end_word":42,"sentiment":"positive","sentiment_score":0.4006685614585877},{"text":"Let me just go to the payment page. May I have the card number, please? Yeah. So the card number is 5163610232343143. Okay. Thank you. And the expiration date, please? Expiration date? Yep. Yes, sir. So it's 07/27. Thank you. 0 07/27. CVV code, please? 110. Okay. 110. Yeah. Yeah. Correct. Okay. And the name associated with birth on the card, please? K e x I n h e. Thank you. Thank you. So let me confirm. 5163610232343143. Expires Yes. 0727. CVV100. Today, we are processing your cancellation fee of $132, and you confirmed yesterday that the primary account owner, mister Jundali, was aware about this cancellation request. Correct? Mhmm. Aircraft. Okay. Let me just proceed with the payment process. Alright. To your phone number let me just check. 2823. You will be receiving a text message. Once Mhmm. you got it, please confirm the OTP, okay, so you can authorize this payment. Okay. So so the cancellation is done. Right? I'm sorry. What what's your question? Yeah. So once the payment's been it's already paid, so it's a cancellation. It's being done. Right? Oh, yeah. After this payment, I'll go ahead and endorse your account to our tech team to process the cancellation. And then afterwards, once completed, you will be receiving a email confirmation that the service has been canceled to the email address we have on record. Okay. Sure. Just let me know once you got the SMS and state the OTP so you could authorize the payment. Mhmm. The SMS has been sent to your phone number that you're using right now. Have you received the message? No. No. No. No. Not now? Okay. Oh, I received a a a code, like, a Yeah. oh, I That's the the code is 7050 mhmm. 6447. Mhmm. Okay. Let me read back. 70506447. Yeah. Okay. Let me just submit it. It was declined. Do you have the funds available? It should It says, be yeah, it says I have the declined. money, the account. So It says in here, authorization declined. oh, maybe try again. Okay. K. Try we'll try again using the same card, or would you like to use another card? This card. Because I think there are $200 in the card, so that should be fine. Okay. I Okay. understand. So sure. Let me just go ahead and reach her to process the payment. Just be on the line. I Okay? So I could advise you once the SMS has been sent again. Okay? One moment. Because this will be a separate another Mhmm. transaction, so you should be receiving again a a code. So just to confirm, the name is Kenzie. Right? K e x I n h e. Okay.","start_word":43,"end_word":498,"sentiment":"neutral","sentiment_score":0.013655574569527647},{"text":"Thank you.","start_word":499,"end_word":500,"sentiment":"positive","sentiment_score":0.34608516097068787},{"text":"So 5163610232343143. Yep. Expires, 07/27. CVV, 110. Go. Okay.","start_word":501,"end_word":509,"sentiment":"neutral","sentiment_score":0.06124822795391083},{"text":"Thank you.","start_word":510,"end_word":511,"sentiment":"positive","sentiment_score":0.3538154363632202},{"text":"Let's go ahead and submit, and then you will receive another code. Okay. Please check the code and share it to me. The code is 97802696. Thank you. 97802696. Okay. 97802696. Okay. Got it.","start_word":512,"end_word":545,"sentiment":"neutral","sentiment_score":0.09215682744979858},{"text":"Thank you.","start_word":546,"end_word":547,"sentiment":"positive","sentiment_score":0.41614121198654175},{"text":"Okay, Kelly.","start_word":548,"end_word":549,"sentiment":"neutral","sentiment_score":0.3226253092288971},{"text":"Payment has been successfully processed. So shortly, you will receive a official payment receipt with this payment.","start_word":550,"end_word":566,"sentiment":"positive","sentiment_score":0.4071062207221985},{"text":"And then once your cancellation request has been completed, you will also receive a confirmation through email. And if you need our services in the future, please reach out. K? Because even though you've agreed to pay this cancellation, it's sudden on our part that you early terminated the services, but we do respect your decision. Anything else that I may help you today? No. Okay. Just wait for the emails. Okay? Okay. Alright.","start_word":567,"end_word":640,"sentiment":"neutral","sentiment_score":0.03401311859488487},{"text":"Thank you, Kelly. Have a good one.","start_word":641,"end_word":647,"sentiment":"positive","sentiment_score":0.552557110786438},{"text":"Okay. If you need if you do have any questions, just call me back. Okay? Sure.","start_word":648,"end_word":663,"sentiment":"neutral","sentiment_score":0.14833444356918335},{"text":"Alright. Thank you. Have a good one, and be safe always.","start_word":664,"end_word":674,"sentiment":"positive","sentiment_score":0.4790148437023163},{"text":"Bye bye.","start_word":675,"end_word":676,"sentiment":"neutral","sentiment_score":0.13558904826641083}],"average":{"sentiment":"neutral","sentiment_score":0.06056600329519688}}}}