{"metadata":{"transaction_key":"deprecated","request_id":"019fcb3c-b55f-7861-a1f4-85cdf8b18fc6","sha256":"c34f2ada0cd6ccd8b7b6bc258a7a3bfea25793f44bd69e1adb607f1afed8a2b5","created":"2026-08-04T05:26:23.446Z","duration":433.22394,"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":1328,"output_tokens":89},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1408,"output_tokens":1411},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1408,"output_tokens":68}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. Am I speaking to Aditya Bahaj? Hi. How are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call. As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out. Is that right? Mhmm. No. That's one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation. However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly. Is that right today? Mhmm. Okay. That's the blurred things in reference with this, the reason why we've, called you. K? So as explained by our previous rep, a thirty days notice is required, which is August 4 to September 4. However, it depends to our customer which preferred date they will cancel the service. So if you would like to cancel your service today, we will respect that decision. However, to complete the cancellation and endorse your account to TackTIM to process your cancellation, all outstanding balances that cover your thirty days notice should be paid as well today. We cannot do that that we will cancel it today and then it will be live. If the service has been canceled, it means to say it's no longer live. But if you would like oh, sure. Sure. No. It it will not be live because you opted to cancel it today. However, if you would like to have it live until the fourth, that would be okay. So it means to say, we will not cancel it today. It will be live until the September 4. That's correct. That will be this will be the notice that we document because we've spoke to you over the phone. So, technically go ahead. The fifteenth of August. Okay. Let me just go ahead and check on here. One moment. Okay? August 15. Yeah. Whichever the date you would like to have it cancel within the within the month, that would be fine. Still, your thirty days notice period will be the same, August 4 to September 4. So now if you would like to have it cancel on the '15, you don't need to pay anything today because on the '15, you still have time. Right? So the anyway, if you have set up a direct debit, the invoices are being processed between the seventh to the tenth of each month. The latest is the eleventh. So we're good to go on that because after all invoices has been processed including your account, we will go ahead and have your services canceled on the '15. Let me check which date is that. It doesn't mean that you would like to have it canceled August 15. We will have it until September 15. That's not how it works. The reason why I called you to clear that up. So August 15, that is Saturday. So you will be in this premises until Saturday? Until Saturday. Okay. Perfect. So, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the one that was sent, the the $89.95. This invoice will be processed between seven to the tenth. The latest is the eleventh as we are doing it regularly on your account. And then the last invoice that you will need to settle before the fifteenth is 09/01/2024 only, which is just like around $11.96. That's it. Yeah. I will send you the invoice around one k. I can send it August 13 so you still have a time to process it. Or if it's okay with you, once I created the invoice Friday, I could process it using your nominated bank account. In that way, Saturday, all is set to proceed with your service cancellation to proceed to fully close your account. Alright? So just take note, $89.95, the same the same time that we're processing. And then last invoice, September 1 to September 4, that will be, like, around $11.96. That's it. Okay? Alright. And then our rep also mentioned that you already have an active services to your new address. Oh, okay. That's so sad because we are ready to offer you the free voucher and then the 15% discount for three months with your new premises. However, if you already have that, it's a sad part on our end. But moving up, in the future, if you need our services, please get in touch, and we are more than happy to welcome you back in Airtel. Okay? Alright. I appreciate your time today, and we appreciate the time you spent with Airtel. You do have a great day, and please be safe always. Thank you. 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Good afternoon. This is Airtel accounts. Am I speaking to Aditya Bahaj? Hi.\n\nHow are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call. As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out.\n\nIs that right? Mhmm. No. That's one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation. However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly.\n\nIs that right today? Mhmm. Okay. That's the blurred things in reference with this, the reason why we've, called you. K?\n\nSo as explained by our previous rep, a thirty days notice is required, which is August 4 to September 4. However, it depends to our customer which preferred date they will cancel the service. So if you would like to cancel your service today, we will respect that decision. However, to complete the cancellation and endorse your account to TackTIM to process your cancellation, all outstanding balances that cover your thirty days notice should be paid as well today. We cannot do that that we will cancel it today and then it will be live.\n\nIf the service has been canceled, it means to say it's no longer live. But if you would like oh, sure. Sure. No. It it will not be live because you opted to cancel it today.\n\nHowever, if you would like to have it live until the fourth, that would be okay. So it means to say, we will not cancel it today. It will be live until the September 4. That's correct. That will be this will be the notice that we document because we've spoke to you over the phone.\n\nSo, technically go ahead. The fifteenth of August. Okay. Let me just go ahead and check on here. One moment.\n\nOkay? August 15. Yeah. Whichever the date you would like to have it cancel within the within the month, that would be fine. Still, your thirty days notice period will be the same, August 4 to September 4.\n\nSo now if you would like to have it cancel on the '15, you don't need to pay anything today because on the '15, you still have time. Right? So the anyway, if you have set up a direct debit, the invoices are being processed between the seventh to the tenth of each month. The latest is the eleventh. So we're good to go on that because after all invoices has been processed including your account, we will go ahead and have your services canceled on the '15.\n\nLet me check which date is that. It doesn't mean that you would like to have it canceled August 15. We will have it until September 15. That's not how it works. The reason why I called you to clear that up.\n\nSo August 15, that is Saturday. So you will be in this premises until Saturday? Until Saturday. Okay. Perfect.\n\nSo, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the one that was sent, the the $89.95. This invoice will be processed between seven to the tenth. The latest is the eleventh as we are doing it regularly on your account. And then the last invoice that you will need to settle before the fifteenth is 09/01/2024 only, which is just like around $11.96. That's it.\n\nYeah. I will send you the invoice around one k. I can send it August 13 so you still have a time to process it. Or if it's okay with you, once I created the invoice Friday, I could process it using your nominated bank account. In that way, Saturday, all is set to proceed with your service cancellation to proceed to fully close your account.\n\nAlright? So just take note, $89.95, the same the same time that we're processing. And then last invoice, September 1 to September 4, that will be, like, around $11.96. That's it. Okay?\n\nAlright. And then our rep also mentioned that you already have an active services to your new address. Oh, okay. That's so sad because we are ready to offer you the free voucher and then the 15% discount for three months with your new premises. However, if you already have that, it's a sad part on our end.\n\nBut moving up, in the future, if you need our services, please get in touch, and we are more than happy to welcome you back in Airtel. Okay? Alright. I appreciate your time today, and we appreciate the time you spent with Airtel. You do have a great day, and please be safe always.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.72,"end":3.04,"sentiment":"neutral","sentiment_score":0.07028872519731522},{"text":"Good afternoon.","start":3.04,"end":3.86,"sentiment":"neutral","sentiment_score":0.18392347544431686},{"text":"This is Airtel accounts.","start":3.9199998,"end":5.54,"sentiment":"neutral","sentiment_score":0.08894921094179153},{"text":"Am I speaking to Aditya Bahaj?","start":5.6,"end":8.18,"sentiment":"neutral","sentiment_score":0.05550122416267792},{"text":"Hi.","start":10.4,"end":10.719999,"sentiment":"neutral","sentiment_score":0.14078092575073242}],"sentiment":"neutral","sentiment_score":0.0905514850414225,"num_words":14,"start":2.72,"end":10.719999},{"sentences":[{"text":"How are you today?","start":10.719999,"end":11.78,"sentiment":"neutral","sentiment_score":0.21074511110782623},{"text":"That's great to hear.","start":13.934999,"end":14.8949995,"sentiment":"positive","sentiment_score":0.6341773271560669},{"text":"I'm fine.","start":14.8949995,"end":15.375,"sentiment":"positive","sentiment_score":0.4013059139251709},{"text":"Thank you so much for answering my phone call.","start":15.375,"end":17.955,"sentiment":"positive","sentiment_score":0.48020751608742607},{"text":"As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out.","start":18.414999,"end":29.230001,"sentiment":"neutral","sentiment_score":-0.05395297436364766}],"sentiment":"neutral","sentiment_score":0.14457360352389514,"num_words":48,"start":10.719999,"end":29.230001},{"sentences":[{"text":"Is that right?","start":29.230001,"end":30.050001,"sentiment":"neutral","sentiment_score":-0.007490641747911771},{"text":"Mhmm.","start":33.07,"end":33.57,"sentiment":"neutral","sentiment_score":-0.07786059379577637},{"text":"No.","start":38.99,"end":39.23,"sentiment":"neutral","sentiment_score":-0.2541521191596985},{"text":"That's one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation.","start":39.23,"end":48.185,"sentiment":"neutral","sentiment_score":-0.13097191310447195},{"text":"However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly.","start":48.725,"end":57.305,"sentiment":"neutral","sentiment_score":-0.1162999340891838}],"sentiment":"neutral","sentiment_score":-0.11838371682701246,"num_words":53,"start":29.230001,"end":57.305},{"sentences":[{"text":"Is that right today?","start":58.61,"end":59.91,"sentiment":"neutral","sentiment_score":-0.006741030374541879},{"text":"Mhmm.","start":69.57,"end":69.65,"sentiment":"neutral","sentiment_score":-0.04397275298833847},{"text":"Okay.","start":69.65,"end":70.15,"sentiment":"neutral","sentiment_score":-0.0431649349629879},{"text":"That's the blurred things in reference with this, the reason why we've, called you.","start":70.21,"end":77.495,"sentiment":"neutral","sentiment_score":-0.11852825113705226},{"text":"K?","start":77.555,"end":78.055,"sentiment":"neutral","sentiment_score":-0.04218924045562744}],"sentiment":"neutral","sentiment_score":-0.0864612650392311,"num_words":21,"start":58.61,"end":78.055},{"sentences":[{"text":"So as explained by our previous rep, a thirty days notice is required, which is August 4 to September 4.","start":78.435005,"end":87.57,"sentiment":"neutral","sentiment_score":-0.06608826909214258},{"text":"However, it depends to our customer which preferred date they will cancel the service.","start":87.869995,"end":94.509995,"sentiment":"neutral","sentiment_score":-0.10571509333593505},{"text":"So if you would like to cancel your service today, we will respect that decision.","start":94.509995,"end":100.205,"sentiment":"neutral","sentiment_score":-0.12033510108788809},{"text":"However, to complete the cancellation and endorse your account to TackTIM to process your cancellation, all outstanding balances that cover your thirty days notice should be paid as well today.","start":100.745,"end":113.565,"sentiment":"neutral","sentiment_score":-0.05674350957075755},{"text":"We cannot do that that we will cancel it today and then it will be live.","start":114.54,"end":118.939995,"sentiment":"negative","sentiment_score":-0.35683941934257746}],"sentiment":"neutral","sentiment_score":-0.12651093896282348,"num_words":95,"start":78.435005,"end":118.939995},{"sentences":[{"text":"If the service has been canceled, it means to say it's no longer live.","start":118.939995,"end":123.68,"sentiment":"neutral","sentiment_score":-0.2944189863545554},{"text":"But if you would like oh, sure.","start":125.18,"end":129.18,"sentiment":"neutral","sentiment_score":-0.1333651186100074},{"text":"Sure.","start":129.18,"end":129.645,"sentiment":"neutral","sentiment_score":-0.05515611171722412},{"text":"No.","start":143.16501,"end":143.485,"sentiment":"neutral","sentiment_score":-0.2589704990386963},{"text":"It it will not be live because you opted to cancel it today.","start":143.485,"end":147.68,"sentiment":"neutral","sentiment_score":-0.28721131728245664}],"sentiment":"neutral","sentiment_score":-0.2528693159628246,"num_words":36,"start":118.939995,"end":147.68},{"sentences":[{"text":"However, if you would like to have it live until the fourth, that would be okay.","start":148.22,"end":153.9,"sentiment":"neutral","sentiment_score":0.09230159595608711},{"text":"So it means to say, we will not cancel it today.","start":153.9,"end":157.04,"sentiment":"neutral","sentiment_score":0.04045584730126641},{"text":"It will be live until the September 4.","start":157.42,"end":160.56,"sentiment":"neutral","sentiment_score":0.08708082977682352},{"text":"That's correct.","start":166.805,"end":167.625,"sentiment":"neutral","sentiment_score":0.2120901420712471},{"text":"That will be this will be the notice that we document because we've spoke to you over the phone.","start":167.685,"end":175.705,"sentiment":"neutral","sentiment_score":0.19250461772868507}],"sentiment":"neutral","sentiment_score":0.1196474020502397,"num_words":56,"start":148.22,"end":175.705},{"sentences":[{"text":"So, technically go ahead.","start":175.97,"end":178.55,"sentiment":"neutral","sentiment_score":0.04763126466423273},{"text":"The fifteenth of August.","start":190.965,"end":192.48499,"sentiment":"neutral","sentiment_score":0.005675476510077715},{"text":"Okay.","start":192.48499,"end":192.805,"sentiment":"neutral","sentiment_score":0.05795492231845856},{"text":"Let me just go ahead and check on here.","start":192.805,"end":195.625,"sentiment":"neutral","sentiment_score":0.060108045323027506},{"text":"One moment.","start":196.56499,"end":197.20499,"sentiment":"neutral","sentiment_score":0.0367373526096344}],"sentiment":"neutral","sentiment_score":0.04428145000711083,"num_words":20,"start":175.97,"end":197.20499},{"sentences":[{"text":"Okay?","start":197.20499,"end":197.70499,"sentiment":"neutral","sentiment_score":0.02738993428647518},{"text":"August 15.","start":211.12,"end":212.73999,"sentiment":"neutral","sentiment_score":0.04609890468418598},{"text":"Yeah.","start":213.92,"end":214.4,"sentiment":"neutral","sentiment_score":0.09866693615913393},{"text":"Whichever the date you would like to have it cancel within the within the month, that would be fine.","start":214.4,"end":221.035,"sentiment":"neutral","sentiment_score":0.14279752812887492},{"text":"Still, your thirty days notice period will be the same, August 4 to September 4.","start":221.095,"end":227.995,"sentiment":"neutral","sentiment_score":0.15547637740770975}],"sentiment":"neutral","sentiment_score":0.13851456250995398,"num_words":38,"start":197.20499,"end":227.995},{"sentences":[{"text":"So now if you would like to have it cancel on the '15, you don't need to pay anything today because on the '15, you still have time.","start":228.295,"end":237.07,"sentiment":"neutral","sentiment_score":0.17155061156622},{"text":"Right?","start":237.07,"end":237.57,"sentiment":"neutral","sentiment_score":0.11324368417263032},{"text":"So the anyway, if you have set up a direct debit, the invoices are being processed between the seventh to the tenth of each month.","start":237.95001,"end":248.97499,"sentiment":"neutral","sentiment_score":0.10632264345884324},{"text":"The latest is the eleventh.","start":248.97499,"end":250.75499,"sentiment":"neutral","sentiment_score":0.13762129247188568},{"text":"So we're good to go on that because after all invoices has been processed including your account, we will go ahead and have your services canceled on the '15.","start":251.055,"end":262.94,"sentiment":"positive","sentiment_score":0.3629680203980413}],"sentiment":"neutral","sentiment_score":0.21351029486818748,"num_words":88,"start":228.295,"end":262.94},{"sentences":[{"text":"Let me check which date is that.","start":263.0,"end":264.94,"sentiment":"neutral","sentiment_score":0.04802226594516209},{"text":"It doesn't mean that you would like to have it canceled August 15.","start":265.56,"end":269.10004,"sentiment":"neutral","sentiment_score":-0.08829376989832291},{"text":"We will have it until September 15.","start":269.32,"end":271.82,"sentiment":"neutral","sentiment_score":-0.09211139913116183},{"text":"That's not how it works.","start":272.095,"end":273.615,"sentiment":"neutral","sentiment_score":-0.22864457964897156},{"text":"The reason why I called you to clear that up.","start":273.615,"end":276.355,"sentiment":"neutral","sentiment_score":-0.020920104533433913}],"sentiment":"neutral","sentiment_score":-0.06687778296569984,"num_words":42,"start":263.0,"end":276.355},{"sentences":[{"text":"So August 15, that is Saturday.","start":276.575,"end":280.195,"sentiment":"neutral","sentiment_score":0.009806576029707989},{"text":"So you will be in this premises until Saturday?","start":280.335,"end":284.675,"sentiment":"neutral","sentiment_score":0.01631432409501738},{"text":"Until Saturday.","start":291.61,"end":292.66998,"sentiment":"neutral","sentiment_score":0.04399457387626171},{"text":"Okay.","start":292.88998,"end":293.38998,"sentiment":"neutral","sentiment_score":0.2301841378211975},{"text":"Perfect.","start":293.53,"end":294.03,"sentiment":"positive","sentiment_score":0.4831794202327728}],"sentiment":"neutral","sentiment_score":0.053001109412626216,"num_words":19,"start":276.575,"end":294.03},{"sentences":[{"text":"So, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the one that was sent, the the $89.95.","start":294.40997,"end":308.105,"sentiment":"neutral","sentiment_score":0.05623451114765236},{"text":"This invoice will be processed between seven to the tenth.","start":308.405,"end":313.52502,"sentiment":"neutral","sentiment_score":0.035824007354676723},{"text":"The latest is the eleventh as we are doing it regularly on your account.","start":313.52502,"end":318.4,"sentiment":"neutral","sentiment_score":0.03294977904962642},{"text":"And then the last invoice that you will need to settle before the fifteenth is 09/01/2024 only, which is just like around $11.96.","start":318.62,"end":331.12,"sentiment":"neutral","sentiment_score":0.014609790974013184},{"text":"That's it.","start":331.485,"end":332.225,"sentiment":"neutral","sentiment_score":0.10255337134003638}],"sentiment":"neutral","sentiment_score":0.03811993801893739,"num_words":77,"start":294.40997,"end":332.225},{"sentences":[{"text":"Yeah.","start":335.485,"end":335.805,"sentiment":"neutral","sentiment_score":0.05629526823759079},{"text":"I will send you the invoice around one k.","start":335.805,"end":345.03,"sentiment":"neutral","sentiment_score":0.07182740006181929},{"text":"I can send it August 13 so you still have a time to process it.","start":345.03,"end":351.93,"sentiment":"neutral","sentiment_score":0.0795867366095384},{"text":"Or if it's okay with you, once I created the invoice Friday, I could process it using your nominated bank account.","start":351.99,"end":359.21,"sentiment":"neutral","sentiment_score":0.05928216519809905},{"text":"In that way, Saturday, all is set to proceed with your service cancellation to proceed to fully close your account.","start":359.47498,"end":367.735,"sentiment":"neutral","sentiment_score":0.0017718832939863205}],"sentiment":"neutral","sentiment_score":0.04813494019661889,"num_words":66,"start":335.485,"end":367.735},{"sentences":[{"text":"Alright?","start":370.35498,"end":370.85498,"sentiment":"neutral","sentiment_score":0.22884854674339297},{"text":"So just take note, $89.95, the same the same time that we're processing.","start":370.91498,"end":377.78,"sentiment":"neutral","sentiment_score":0.07198416498991159},{"text":"And then last invoice, September 1 to September 4, that will be, like, around $11.96.","start":377.91998,"end":387.705,"sentiment":"neutral","sentiment_score":0.042971246317029},{"text":"That's it.","start":388.26498,"end":389.00497,"sentiment":"neutral","sentiment_score":0.13038401678204536},{"text":"Okay?","start":389.705,"end":390.205,"sentiment":"neutral","sentiment_score":0.22279092669487}],"sentiment":"neutral","sentiment_score":0.07164907333208248,"num_words":32,"start":370.35498,"end":390.205},{"sentences":[{"text":"Alright.","start":390.50497,"end":390.905,"sentiment":"neutral","sentiment_score":0.12143026292324066},{"text":"And then our rep also mentioned that you already have an active services to your new address.","start":390.905,"end":396.28497,"sentiment":"neutral","sentiment_score":0.05682825428598067},{"text":"Oh, okay.","start":398.10498,"end":398.905,"sentiment":"neutral","sentiment_score":0.012512106448411942},{"text":"That's so sad because we are ready to offer you the free voucher and then the 15% discount for three months with your new premises.","start":398.905,"end":406.1,"sentiment":"neutral","sentiment_score":-0.07136017769575119},{"text":"However, if you already have that, it's a sad part on our end.","start":406.24002,"end":411.12,"sentiment":"neutral","sentiment_score":-0.32651934027671814}],"sentiment":"neutral","sentiment_score":-0.0847624321949893,"num_words":58,"start":390.50497,"end":411.12},{"sentences":[{"text":"But moving up, in the future, if you need our services, please get in touch, and we are more than happy to welcome you back in Airtel.","start":411.12,"end":420.035,"sentiment":"neutral","sentiment_score":0.2859747396023185},{"text":"Okay?","start":420.255,"end":420.755,"sentiment":"neutral","sentiment_score":0.12406869977712633},{"text":"Alright.","start":421.775,"end":422.275,"sentiment":"neutral","sentiment_score":0.04569585993885994},{"text":"I appreciate your time today, and we appreciate the time you spent with Airtel.","start":422.415,"end":427.475,"sentiment":"positive","sentiment_score":0.8575401135853359},{"text":"You do have a great day, and please be safe always.","start":427.695,"end":430.755,"sentiment":"positive","sentiment_score":0.8297879966822538}],"sentiment":"positive","sentiment_score":0.5374872607903348,"num_words":54,"start":411.12,"end":430.755},{"sentences":[{"text":"Thank you.","start":432.48895,"end":432.88895,"sentiment":"positive","sentiment_score":0.5791397839784622},{"text":"Bye.","start":432.88895,"end":433.22394,"sentiment":"neutral","sentiment_score":-0.09361187368631364}],"sentiment":"positive","sentiment_score":0.35488923142353695,"num_words":3,"start":432.48895,"end":433.22394}]}}]},{"alternatives":[{"transcript":"Yes. Good. Thanks. How are you? Yes. Someone already called me, and I think they have started the process, and they said it's thirty days. I think I don't know if you or someone else called me, and then it's, like, thirty days. Yeah. But my my yeah. Yes. You can cancel it today, but I will get my because it's thirty days notice. So my services will be live till September 4. Correct? Mhmm. Okay. I'm very confused. So so one sec sorry. One second. So so if you cancel my services today, so will I mean, like, I will will I get it, like, till September 4? Can you answer that, please? Like, will will it be live till September 4 or not? Like, because I'm giving you thirty days notice. Right? Okay. And then at September 4, I don't have to give you another notice at that time. Right? Okay. So yeah. So is it is it possible to cancel on August 15 without any other charges or whatever? Like, August 15? Because I'll be moving out of this house, but I need the Internet up until August 15. 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Good. Thanks. How are you? Yes.\n\nSomeone already called me, and I think they have started the process, and they said it's thirty days. I think I don't know if you or someone else called me, and then it's, like, thirty days. Yeah. But my my yeah. Yes.\n\nYou can cancel it today, but I will get my because it's thirty days notice. So my services will be live till September 4. Correct? Mhmm. Okay.\n\nI'm very confused. So so one sec sorry. One second. So so if you cancel my services today, so will I mean, like, I will will I get it, like, till September 4? Can you answer that, please?\n\nLike, will will it be live till September 4 or not? Like, because I'm giving you thirty days notice. Right? Okay. And then at September 4, I don't have to give you another notice at that time.\n\nRight? Okay. So yeah. So is it is it possible to cancel on August 15 without any other charges or whatever? 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till September 4?","start":128.64,"end":136.57999,"sentiment":"neutral","sentiment_score":-0.05769903601511665},{"text":"Can you answer that, please?","start":136.72,"end":138.0,"sentiment":"neutral","sentiment_score":-0.012126897275447846}],"sentiment":"neutral","sentiment_score":-0.07313330981292222,"num_words":38,"start":125.115,"end":138.0},{"sentences":[{"text":"Like, will will it be live till September 4 or not?","start":138.0,"end":140.87999,"sentiment":"neutral","sentiment_score":-0.00684086030179804},{"text":"Like, because I'm giving you thirty days notice.","start":140.87999,"end":142.81999,"sentiment":"neutral","sentiment_score":-0.034692289773374796},{"text":"Right?","start":150.285,"end":150.785,"sentiment":"neutral","sentiment_score":0.030237631872296333},{"text":"Okay.","start":161.43,"end":161.83,"sentiment":"neutral","sentiment_score":0.10850220918655396},{"text":"And then at September 4, I don't have to give you another notice at that time.","start":161.83,"end":166.70999,"sentiment":"neutral","sentiment_score":0.04315322753973305}],"sentiment":"neutral","sentiment_score":0.012875775680751414,"num_words":37,"start":138.0,"end":166.70999},{"sentences":[{"text":"Right?","start":166.70999,"end":167.20999,"sentiment":"neutral","sentiment_score":0.1006077378988266},{"text":"Okay.","start":175.74501,"end":176.145,"sentiment":"neutral","sentiment_score":0.08429789543151855},{"text":"So yeah.","start":176.145,"end":177.90501,"sentiment":"neutral","sentiment_score":0.05594600550830364},{"text":"So is it is it possible to cancel on August 15 without any other charges or whatever?","start":177.90501,"end":183.45,"sentiment":"neutral","sentiment_score":0.03940402617787614},{"text":"Like, August 15?","start":183.45,"end":184.32999,"sentiment":"neutral","sentiment_score":0.020696662676831085}],"sentiment":"neutral","sentiment_score":0.042864836558389165,"num_words":24,"start":166.70999,"end":184.32999},{"sentences":[{"text":"Because I'll be moving out of this house, but I need the Internet up until August 15.","start":184.32999,"end":190.40997,"sentiment":"neutral","sentiment_score":0.0092615076505086},{"text":"Is that possible to do?","start":190.40999,"end":191.87,"sentiment":"neutral","sentiment_score":0.019139061868190765},{"text":"Okay.","start":228.625,"end":229.125,"sentiment":"neutral","sentiment_score":0.17602801322937012},{"text":"Mhmm.","start":242.93001,"end":243.43001,"sentiment":"neutral","sentiment_score":0.08615520596504211},{"text":"Yes.","start":286.005,"end":286.325,"sentiment":"neutral","sentiment_score":0.06125039979815483}],"sentiment":"neutral","sentiment_score":0.023062982335686683,"num_words":25,"start":184.32999,"end":286.325},{"sentences":[{"text":"I will be in the premises after this ten yep.","start":286.325,"end":290.085,"sentiment":"neutral","sentiment_score":0.061379941552877425},{"text":"On Saturday.","start":290.085,"end":290.805,"sentiment":"neutral","sentiment_score":0.03570391982793808},{"text":"Yes.","start":290.805,"end":291.305,"sentiment":"neutral","sentiment_score":0.04614721238613129},{"text":"Yeah.","start":304.72,"end":305.22,"sentiment":"neutral","sentiment_score":0.03680168092250824},{"text":"Yeah.","start":315.445,"end":315.945,"sentiment":"neutral","sentiment_score":0.04177402704954147}],"sentiment":"neutral","sentiment_score":0.05399534503618876,"num_words":15,"start":286.325,"end":315.945},{"sentences":[{"text":"Okay.","start":331.50998,"end":331.90997,"sentiment":"neutral","sentiment_score":0.1161700189113617},{"text":"Sure.","start":331.90997,"end":332.31,"sentiment":"neutral","sentiment_score":0.08852297067642212},{"text":"When will you send me that invoice?","start":332.31,"end":333.77,"sentiment":"neutral","sentiment_score":0.049840789820466726},{"text":"That September invoice?","start":333.83,"end":334.965,"sentiment":"neutral","sentiment_score":0.022074323147535324},{"text":"Okay.","start":368.185,"end":368.665,"sentiment":"neutral","sentiment_score":0.1703905165195465}],"sentiment":"neutral","sentiment_score":0.06078400033024641,"num_words":13,"start":331.50998,"end":368.665},{"sentences":[{"text":"Cool.","start":368.665,"end":369.14502,"sentiment":"neutral","sentiment_score":0.3136272132396698},{"text":"Sounds good.","start":369.14502,"end":369.965,"sentiment":"positive","sentiment_score":0.3940446674823761},{"text":"K.","start":388.28,"end":388.515,"sentiment":"neutral","sentiment_score":0.10170090198516846},{"text":"Good.","start":389.15503,"end":389.55502,"sentiment":"positive","sentiment_score":0.35461437702178955},{"text":"Sounds 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you.","start":421.36502,"end":422.105,"sentiment":"positive","sentiment_score":0.4162699580192566},{"text":"Okay.","start":431.36502,"end":431.685,"sentiment":"positive","sentiment_score":0.5242756605148315},{"text":"Thank you.","start":431.685,"end":432.30887,"sentiment":"positive","sentiment_score":0.7588712573051453},{"text":"Please.","start":432.70886,"end":433.20886,"sentiment":"positive","sentiment_score":0.550075888633728}],"sentiment":"positive","sentiment_score":0.5707723299662272,"num_words":6,"start":421.36502,"end":433.20886}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. Am I speaking to Aditya Bahaj?\n\nChannel 1: Yes.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Good. Thanks. How are you?\n\nChannel 0: That's great to hear. I'm fine. Thank you so much for answering my phone call. As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out. Is that right?\n\nChannel 1: Yes. Someone already called me, and I think they\n\nChannel 0: Mhmm.\n\nChannel 1: have started the process, and they said it's thirty days. I think I don't know if you or someone else called me, and then it's, like,\n\nChannel 0: No.\n\nChannel 1: thirty\n\nChannel 0: That's\n\nChannel 1: days.\n\nChannel 0: one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation. However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly.\n\nChannel 1: Yeah. But\n\nChannel 0: Is\n\nChannel 1: my\n\nChannel 0: that\n\nChannel 1: my\n\nChannel 0: right today?\n\nChannel 1: yeah. Yes. You can cancel it today, but I will get my because it's thirty days notice. So my services will be live till September 4. Correct?\n\nChannel 0: Mhmm. Okay. That's the blurred things in reference with this, the reason why we've, called you. K? So as explained by our previous rep, a thirty days notice is required, which is August 4 to September 4.\n\nHowever, it depends to our customer which preferred date they will cancel the service. So if you would like to cancel your service today, we will\n\nChannel 1: Mhmm.\n\nChannel 0: respect that decision. However, to complete the cancellation and endorse your account to TackTIM to process your cancellation, all outstanding balances that cover your thirty days notice should be paid as well today. We cannot do that that we will cancel it today and then it will be live. If the service has been canceled, it means to say it's no longer live.\n\nChannel 1: Okay. I'm\n\nChannel 0: But\n\nChannel 1: very\n\nChannel 0: if\n\nChannel 1: confused.\n\nChannel 0: you would like\n\nChannel 1: So so one sec sorry. One second.\n\nChannel 0: oh,\n\nChannel 1: So\n\nChannel 0: sure. Sure.\n\nChannel 1: so if you cancel my services today, so will I mean, like, I will will I get it, like, till September 4? Can you answer that, please? Like, will will it be live till September 4 or not? Like, because I'm giving you thirty days notice.\n\nChannel 0: No. It it will not be live because you opted to cancel it today. However, if you would like to have\n\nChannel 1: Right?\n\nChannel 0: it live until the fourth, that would be okay. So it means to say, we will not cancel it today. It will be live until the September 4.\n\nChannel 1: Okay. And then at September 4, I don't have to give you another notice at that time. Right?\n\nChannel 0: That's correct. That will be this will be the notice that we document because we've spoke to you over the phone.\n\nChannel 1: Okay.\n\nChannel 0: So,\n\nChannel 1: So\n\nChannel 0: technically\n\nChannel 1: yeah.\n\nChannel 0: go\n\nChannel 1: So\n\nChannel 0: ahead.\n\nChannel 1: is it is it possible to cancel on August 15 without any other charges or whatever? Like, August 15? Because I'll be moving out of this house, but I need the Internet up until August 15. Is that possible\n\nChannel 0: The fifteenth\n\nChannel 1: to do?\n\nChannel 0: of August. Okay. Let me just go ahead and check on here. One moment. Okay?\n\nAugust 15. Yeah. Whichever the date you would like to have it cancel within the within the month, that would be fine. Still, your thirty days notice period will be the same, August 4 to September 4. So now\n\nChannel 1: Okay.\n\nChannel 0: if you would like to have it cancel on the '15, you don't need to pay anything today because on the '15, you still have time. Right? So the anyway, if you have set up a direct debit, the\n\nChannel 1: Mhmm.\n\nChannel 0: invoices are being processed between the seventh to the tenth of each month. The latest is the eleventh. So we're good to go on that because after all invoices has been processed including your account, we will go ahead and have your services canceled on the '15. Let me check which date is that. It doesn't mean that you would like to have it canceled August 15.\n\nWe will have it until September 15. That's not how it works. The reason why I called you to clear that up. So August 15, that is Saturday. So you will be in this premises until Saturday?\n\nChannel 1: Yes. I will be in the premises after this ten yep. On Saturday. Yes.\n\nChannel 0: Until Saturday. Okay. Perfect. So, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the\n\nChannel 1: Yeah.\n\nChannel 0: one that was sent, the the $89.95. This invoice will be processed between seven to the tenth. The latest is the eleventh as\n\nChannel 1: Yeah.\n\nChannel 0: we are doing it regularly on your account. And then the last invoice that you will need to settle before the fifteenth is 09/01/2024 only, which is just like around $11.96. That's\n\nChannel 1: Okay.\n\nChannel 0: it.\n\nChannel 1: Sure. When will you send me that invoice? That September invoice?\n\nChannel 0: Yeah. I will send you the invoice around one k. I can send it August 13 so you still have a time to process it. Or if it's okay with you, once I created the invoice Friday, I could process it using your nominated bank account. In that way, Saturday, all is set to proceed with your service cancellation to proceed to fully close your account.\n\nChannel 1: Okay. Cool. Sounds good.\n\nChannel 0: Alright? So just take note, $89.95, the same the same time that we're processing. And then last invoice, September 1 to September 4, that will be, like, around $11.96. That's\n\nChannel 1: K.\n\nChannel 0: it.\n\nChannel 1: Good. Sounds\n\nChannel 0: Okay?\n\nChannel 1: good.\n\nChannel 0: Alright. And then our rep also mentioned that you already have an active services to your new address.\n\nChannel 1: Yes. I do.\n\nChannel 0: Oh, okay. That's so sad because we are ready to offer you the free voucher and then the 15% discount for three months with your new premises. However, if you already have that, it's a sad\n\nChannel 1: Mhmm.\n\nChannel 0: part on our end. But moving up, in the future, if you need our services, please get in touch, and we are more than happy to welcome you back in Airtel. Okay?\n\nChannel 1: Okay. Sure. Thank you.\n\nChannel 0: Alright. I appreciate your time today, and we appreciate the time you spent with Airtel. You do have a great day, and please be safe always.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Thank\n\nChannel 1: Please.\n\nChannel 0: you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.72,"end":3.04,"sentiment":"neutral","sentiment_score":0.07028872519731522},{"text":"Good afternoon.","start":3.04,"end":3.86,"sentiment":"neutral","sentiment_score":0.18392347544431686},{"text":"This is Airtel accounts.","start":3.9199998,"end":5.54,"sentiment":"neutral","sentiment_score":0.08894921094179153},{"text":"Am I speaking to Aditya Bahaj?","start":5.6,"end":8.18,"sentiment":"neutral","sentiment_score":0.05550122416267792}],"sentiment":"neutral","sentiment_score":0.08668768190993713,"channel":0,"num_words":13,"start":2.72,"end":8.18},{"sentences":[{"text":"Yes.","start":9.36,"end":9.86,"sentiment":"neutral","sentiment_score":0.10127700865268709}],"sentiment":"neutral","sentiment_score":0.10127700865268709,"channel":1,"num_words":1,"start":9.36,"end":9.86},{"sentences":[{"text":"Hi.","start":10.4,"end":10.719999,"sentiment":"neutral","sentiment_score":0.14078092575073242},{"text":"How are you 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call.","start":15.375,"end":17.955,"sentiment":"positive","sentiment_score":0.48020751608742607},{"text":"As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out.","start":18.414999,"end":29.230001,"sentiment":"neutral","sentiment_score":-0.05395297436364766},{"text":"Is that right?","start":29.230001,"end":30.050001,"sentiment":"neutral","sentiment_score":-0.007490641747911771}],"sentiment":"neutral","sentiment_score":0.12923575743557292,"channel":0,"num_words":47,"start":13.934999,"end":30.050001},{"sentences":[{"text":"Yes.","start":30.759998,"end":31.24,"sentiment":"neutral","sentiment_score":-0.02924833819270134},{"text":"Someone already called me, and I think 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of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation.","start":39.55,"end":48.185,"sentiment":"neutral","sentiment_score":-0.12710123441436075},{"text":"However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed 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customer is calling to cancel their services due to moving out, but the agent informs them that a 30-day notice is required. The agent explains that the cancellation will be processed as scheduled and that outstanding balances are paid. The customer is confused about the cancellation date, but the agent explains that a 30-day notice is required and that the cancellation will be processed as scheduled. The agent also provides information on payment and invoice details for the cancellation."},"intents":{"segments":[{"text":"one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation. However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly. Yeah.","start_word":111,"end_word":158,"intents":[{"intent":"Confirm cancellation process","confidence_score":0.08591587}]},{"text":"so if you cancel my services today, so will I mean, like, I will will I get it, like, till September 4?","start_word":341,"end_word":362,"intents":[{"intent":"Cancel services","confidence_score":0.3955387}]},{"text":"That will be this will be the notice that we document because we've spoke to you over the phone. Okay.","start_word":456,"end_word":475,"intents":[{"intent":"Document notice","confidence_score":0.24010222}]},{"text":"is it is it possible to cancel on August 15 without any other charges or whatever? Like, August 15? Because I'll be moving out of this house, but I need the Internet up until August 15. Is that possible The fifteenth to do? of August.","start_word":483,"end_word":527,"intents":[{"intent":"Check cancellation date","confidence_score":0.3416737}]},{"text":"So the anyway, if you have set up a direct debit, the Mhmm. invoices are being processed between the seventh to the tenth of each month. The latest is the eleventh.","start_word":608,"end_word":638,"intents":[{"intent":"Set up direct debit","confidence_score":0.48363936}]},{"text":"So, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the Yeah.","start_word":743,"end_word":764,"intents":[{"intent":"Process payment and invoice","confidence_score":0.017028913},{"intent":"Process payment","confidence_score":0.1267278}]},{"text":"And then our rep also mentioned that you already have an active services to your new address. Yes. I do.","start_word":941,"end_word":960,"intents":[{"intent":"Update services","confidence_score":0.0067395438}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. This is Airtel accounts. Am I speaking to Aditya Bahaj? Yes. Hi. How are you today?","start_word":0,"end_word":18,"sentiment":"neutral","sentiment_score":0.1140972226858139},{"text":"Good. Thanks.","start_word":19,"end_word":20,"sentiment":"positive","sentiment_score":0.4463503956794739},{"text":"How are you?","start_word":21,"end_word":23,"sentiment":"neutral","sentiment_score":0.2618454694747925},{"text":"That's great to hear. I'm fine. Thank you so much for answering my phone call.","start_word":24,"end_word":38,"sentiment":"positive","sentiment_score":0.5031288266181946},{"text":"As we've got an update from our support team in reference to the ticket that you submitted that you are requesting to cancel your services due to moving out. Is that right? Yes. Someone already called me, and I think they Mhmm. have started the process, and they said it's thirty days. I think I don't know if you or someone else called me, and then it's, like, No. thirty That's days. one of our sales rep trying to get on hold with you to confirm the reason and the reason of your cancellation. However, since you confirmed that you would like to cancel your service today, we would like to make sure that it will be processed accordingly. Yeah. But Is my that my right today? yeah. Yes. You can cancel it today, but I will get my because it's thirty days notice. So my services will be live till September 4. Correct? Mhmm. Okay. That's the blurred things in reference with this, the reason why we've, called you. K? So as explained by our previous rep, a thirty days notice is required, which is August 4 to September 4. However, it depends to our customer which preferred date they will cancel the service. So if you would like to cancel your service today, we will Mhmm. respect that decision. However, to complete the cancellation and endorse your account to TackTIM to process your cancellation, all outstanding balances that cover your thirty days notice should be paid as well today.","start_word":39,"end_word":289,"sentiment":"neutral","sentiment_score":-0.08798886835575104},{"text":"We cannot do that that we will cancel it today and then it will be live.","start_word":290,"end_word":305,"sentiment":"negative","sentiment_score":-0.3561556935310364},{"text":"If the service has been canceled, it means to say it's no longer live. Okay. I'm But very if confused. you would like So so one sec sorry. One second. oh, So sure. Sure. so if you cancel my services today, so will I mean, like, I will will I get it, like, till September 4? Can you answer that, please? Like, will will it be live till September 4 or not? Like, because I'm giving you thirty days notice. No. It it will not be live because you opted to cancel it today. However, if you would like to have Right? it live until the fourth, that would be okay. So it means to say, we will not cancel it today. It will be live until the September 4. Okay. And then at September 4, I don't have to give you another notice at that time. Right? That's correct. That will be this will be the notice that we document because we've spoke to you over the phone. Okay. So, So technically yeah. go So ahead. is it is it possible to cancel on August 15 without any other charges or whatever? Like, August 15? Because I'll be moving out of this house, but I need the Internet up until August 15. Is that possible The fifteenth to do? of August. Okay. Let me just go ahead and check on here. One moment. Okay? August 15. Yeah. Whichever the date you would like to have it cancel within the within the month, that would be fine. Still, your thirty days notice period will be the same, August 4 to September 4. So now Okay. if you would like to have it cancel on the '15, you don't need to pay anything today because on the '15, you still have time. Right? So the anyway, if you have set up a direct debit, the Mhmm. invoices are being processed between the seventh to the tenth of each month. The latest is the eleventh.","start_word":306,"end_word":638,"sentiment":"neutral","sentiment_score":0.035932569006631325},{"text":"So we're good to go on that because after all invoices has been processed including your account, we will go ahead and have your services canceled on the '15.","start_word":639,"end_word":667,"sentiment":"positive","sentiment_score":0.3447835445404053},{"text":"Let me check which date is that. It doesn't mean that you would like to have it canceled August 15. We will have it until September 15. That's not how it works. The reason why I called you to clear that up. So August 15, that is Saturday. So you will be in this premises until Saturday? Yes. I will be in the premises after this ten yep. On Saturday. Yes. Until Saturday. Okay.","start_word":668,"end_word":741,"sentiment":"neutral","sentiment_score":-0.02356098612418046},{"text":"Perfect.","start_word":742,"end_word":742,"sentiment":"positive","sentiment_score":0.4831794202327728},{"text":"So, technically, your your payment that you need to settle then before that actually, the invoice you received, right, the the Yeah. one that was sent, the the $89.95. This invoice will be processed between seven to the tenth. The latest is the eleventh as we Yeah. are doing it regularly on your account. And then the last invoice that you will need to settle before the fifteenth is 09/01/2024 only, which is just like around $11.96. That's Okay. it. Sure. When will you send me that invoice? That September invoice? Yeah. I will send you the invoice around one k. I can send it August 13 so you still have a time to process it. Or if it's okay with you, once I created the invoice Friday, I could process it using your nominated bank account. In that way, Saturday, all is set to proceed with your service cancellation to proceed to fully close your account. Okay. Cool.","start_word":743,"end_word":901,"sentiment":"neutral","sentiment_score":0.047712355852127075},{"text":"Sounds good.","start_word":902,"end_word":903,"sentiment":"positive","sentiment_score":0.3854568898677826},{"text":"Alright? So just take note, $89.95, the same the same time that we're processing. And then last invoice, September 1 to September 4, that will be, like, around $11.96. That's K. it.","start_word":904,"end_word":935,"sentiment":"neutral","sentiment_score":0.07415017485618591},{"text":"Good.","start_word":936,"end_word":936,"sentiment":"positive","sentiment_score":0.35461437702178955},{"text":"Sounds Okay? good. Alright. And then our rep also mentioned that you already have an active services to your new address. Yes. I do. Oh, okay. That's so sad because we are ready to offer you the free voucher and then the 15% discount for three months with your new premises.","start_word":937,"end_word":987,"sentiment":"neutral","sentiment_score":0.009860008023679256},{"text":"However, if you already have that, it's a sad Mhmm.","start_word":988,"end_word":997,"sentiment":"negative","sentiment_score":-0.343146950006485},{"text":"part on our end. But moving up, in the future, if you need our services, please get in touch, and we are more than happy to welcome you back in Airtel. Okay? Okay. Sure.","start_word":998,"end_word":1031,"sentiment":"neutral","sentiment_score":0.19408033788204193},{"text":"Thank you.","start_word":1032,"end_word":1033,"sentiment":"positive","sentiment_score":0.399883508682251},{"text":"Alright.","start_word":1034,"end_word":1034,"sentiment":"neutral","sentiment_score":0.15166771411895752},{"text":"I appreciate your time today, and we appreciate the time you spent with Airtel. You do have a great day, and please be safe always. Okay. Thank you. Thank Please. you. Bye.","start_word":1035,"end_word":1066,"sentiment":"positive","sentiment_score":0.7516917586326599}],"average":{"sentiment":"neutral","sentiment_score":0.04382616741956336}}}}