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Could you please confirm your full name? Okay. Thank you. Nice to have you on the line, miss Elpha. And, yeah, I do apologize for this incorrect balance. I understand now what you are referring with the account balance showing $419.95, which is incorrect. And I think this is oh, alright. I got it now. This is in reference with the billing error that's happened when we had a internal server issue when it comes to our CRM. But I can assure you the only outstanding that you have on your account is your current bill, which is the $89.95 that was sent yesterday. So please disregard the outstanding showing. I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected account. But just kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis. K? Nothing to worry with this. And it shows on here as well that this has been paid, the $3.30. The payment receipt has been also sent out the day that we received the payment, February eighteenth 2026. Okay? Alright. We appreciate your call today. You're welcome. And if you need any assistance, feel free to give us a call. Okay? Alright. Thank you, ma'am. Much. Cheers. Be safe. 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afternoon. You have reached Airtel accounts. How may I help you today? Mhmm. Mhmm.\n\nMhmm. That's correct. I I do understand that. But let me just go ahead and check your account here. Could you please confirm your full name?\n\nOkay. Thank you. Nice to have you on the line, miss Elpha. And, yeah, I do apologize for this incorrect balance. I understand now what you are referring with the account balance showing $419.95, which is incorrect.\n\nAnd I think this is oh, alright. I got it now. This is in reference with the billing error that's happened when we had a internal server issue when it comes to our CRM. But I can assure you the only outstanding that you have on your account is your current bill, which is the $89.95 that was sent yesterday. So please disregard the outstanding showing.\n\nI will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected account. But just kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis. K? Nothing to worry with this. And it shows on here as well that this has been paid, the $3.30.\n\nThe payment receipt has been also sent out the day that we received the payment, February eighteenth 2026. Okay? Alright. We appreciate your call today. You're welcome.\n\nAnd if you need any assistance, feel free to give us a call. Okay? Alright. Thank you, ma'am. Much.\n\nCheers. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.16,"end":0.79999995,"sentiment":"positive","sentiment_score":0.4195801913738251},{"text":"You have reached Airtel accounts.","start":0.79999995,"end":2.24,"sentiment":"positive","sentiment_score":0.358222109079361},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.35275401671727497},{"text":"Mhmm.","start":9.84,"end":10.34,"sentiment":"neutral","sentiment_score":-0.04262764751911163},{"text":"Mhmm.","start":12.559999,"end":13.005,"sentiment":"neutral","sentiment_score":-0.0950326770544052}],"sentiment":"neutral","sentiment_score":0.30727564692497256,"num_words":15,"start":0.16,"end":13.005},{"sentences":[{"text":"Mhmm.","start":25.404999,"end":25.904999,"sentiment":"neutral","sentiment_score":-0.0786883682012558},{"text":"That's correct.","start":36.35,"end":37.15,"sentiment":"neutral","sentiment_score":0.08478313684463501},{"text":"I I do understand 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which is the $89.95 that was sent yesterday.","start":83.380005,"end":96.265,"sentiment":"neutral","sentiment_score":-0.044882434635208204},{"text":"So please disregard the outstanding showing.","start":96.884995,"end":99.865,"sentiment":"neutral","sentiment_score":-0.2650674482186635}],"sentiment":"neutral","sentiment_score":-0.0963540943621686,"num_words":66,"start":67.765,"end":99.865},{"sentences":[{"text":"I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected account.","start":100.485,"end":111.28,"sentiment":"neutral","sentiment_score":-0.13075857917810307},{"text":"But just kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis.","start":111.74,"end":117.84,"sentiment":"neutral","sentiment_score":0.006394665688276291},{"text":"K?","start":118.06,"end":118.54,"sentiment":"neutral","sentiment_score":0.02134661003947258},{"text":"Nothing to worry with 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ma'am.","start":142.29893,"end":143.09894,"sentiment":"positive","sentiment_score":0.4802342752615611},{"text":"Much.","start":143.09894,"end":143.41895,"sentiment":"positive","sentiment_score":0.6061426401138306}],"sentiment":"neutral","sentiment_score":0.294116610759183,"num_words":19,"start":137.65894,"end":143.41895},{"sentences":[{"text":"Cheers.","start":143.41895,"end":143.81894,"sentiment":"positive","sentiment_score":0.764717698097229},{"text":"Be safe.","start":143.81894,"end":144.53894,"sentiment":"positive","sentiment_score":0.5525451302528381},{"text":"Bye bye.","start":144.53894,"end":145.19894,"sentiment":"neutral","sentiment_score":0.04892291873693467}],"sentiment":"positive","sentiment_score":0.3935307592153549,"num_words":5,"start":143.41895,"end":145.19894}]}}]},{"alternatives":[{"transcript":"Hey. 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How are you doing? My name is Mohammed. I'm a I'm a, what do you call it, customer with you guys. So I was looking at my recent bill, and I see there's a balance of pay immediately $330 on one of my bill.\n\nSo the thing is I've already paid the 330. I don't understand why it's still showing on my bill. It's just the installation fee. So when I first came to the building, those 300 something dollars I had to pay, yep, to get the Internet installed, which I did pay. And hence why I have Internet here as well.\n\nSure. My name is Mohamad Safa, m o h a m a d. Last name is Safa, s a f a. Yep. Oh, okay.\n\nYep. Okay. Yep. That was. No worries.\n\nYes. No worries. Thank you. No worries. Thank you.\n\nBye bye. Bye.","paragraphs":[{"sentences":[{"text":"Hey.","start":4.0,"end":4.24,"sentiment":"neutral","sentiment_score":0.1863829791545868},{"text":"How are you doing?","start":4.24,"end":4.72,"sentiment":"neutral","sentiment_score":0.16910823062062263},{"text":"My name is Mohammed.","start":4.72,"end":5.54,"sentiment":"neutral","sentiment_score":0.046763612888753414},{"text":"I'm a I'm a, what do you call it, customer with you guys.","start":5.6,"end":8.58,"sentiment":"neutral","sentiment_score":0.05513165361033036},{"text":"So I was looking at my recent bill, and I see there's a balance of pay immediately $330 on one of my bill.","start":9.44,"end":17.224998,"sentiment":"neutral","sentiment_score":-0.10668752723090026}],"sentiment":"neutral","sentiment_score":-0.015271806137429343,"num_words":45,"start":4.0,"end":17.224998},{"sentences":[{"text":"So the thing is I've already paid the 330.","start":17.445,"end":20.244999,"sentiment":"neutral","sentiment_score":-0.2747220711575614},{"text":"I don't understand why it's still showing on my bill.","start":20.244999,"end":22.404999,"sentiment":"negative","sentiment_score":-0.42296109199523924},{"text":"It's just the installation fee.","start":22.404999,"end":24.105,"sentiment":"neutral","sentiment_score":-0.2248765856027603},{"text":"So when I first came to the building, those 300 something dollars I had to pay, yep, to get the Internet installed, which I did pay.","start":25.125,"end":32.56,"sentiment":"neutral","sentiment_score":-0.08968981083195943},{"text":"And hence why I have Internet here as well.","start":32.62,"end":34.72,"sentiment":"neutral","sentiment_score":-0.03497040561503834}],"sentiment":"neutral","sentiment_score":-0.17751120712797522,"num_words":59,"start":17.445,"end":34.72},{"sentences":[{"text":"Sure.","start":42.38,"end":42.88,"sentiment":"neutral","sentiment_score":0.0565127432346344},{"text":"My name is Mohamad Safa, m o h a m a d.","start":45.645,"end":48.925,"sentiment":"neutral","sentiment_score":0.0439401650801301},{"text":"Last name is Safa, s a f a.","start":48.925,"end":51.184998,"sentiment":"neutral","sentiment_score":0.03876946261152625},{"text":"Yep.","start":65.86,"end":66.36,"sentiment":"neutral","sentiment_score":-0.11038587987422945},{"text":"Oh, okay.","start":81.505005,"end":82.165,"sentiment":"neutral","sentiment_score":-0.040188245475292206}],"sentiment":"neutral","sentiment_score":0.02929950226098299,"num_words":24,"start":42.38,"end":82.165},{"sentences":[{"text":"Yep.","start":94.43,"end":94.93,"sentiment":"neutral","sentiment_score":-0.05439670383930206},{"text":"Okay.","start":110.265,"end":110.765,"sentiment":"neutral","sentiment_score":-0.05283919721841812},{"text":"Yep.","start":111.705,"end":112.024994,"sentiment":"neutral","sentiment_score":0.01602177880704403},{"text":"That was.","start":112.024994,"end":112.685,"sentiment":"neutral","sentiment_score":-0.00020277965813875198},{"text":"No worries.","start":119.93,"end":120.75,"sentiment":"neutral","sentiment_score":0.0857790932059288}],"sentiment":"neutral","sentiment_score":0.01141978640641485,"num_words":7,"start":94.43,"end":120.75},{"sentences":[{"text":"Yes.","start":130.535,"end":131.035,"sentiment":"neutral","sentiment_score":0.05053974315524101},{"text":"No worries.","start":133.895,"end":134.375,"sentiment":"neutral","sentiment_score":0.12131820619106293},{"text":"Thank you.","start":134.375,"end":135.115,"sentiment":"neutral","sentiment_score":0.2925429791212082},{"text":"No worries.","start":140.695,"end":141.255,"sentiment":"neutral","sentiment_score":0.15575340390205383},{"text":"Thank you.","start":141.255,"end":141.735,"sentiment":"positive","sentiment_score":0.38766273856163025}],"sentiment":"neutral","sentiment_score":0.2183438220785724,"num_words":9,"start":130.535,"end":141.735},{"sentences":[{"text":"Bye bye.","start":141.735,"end":142.475,"sentiment":"neutral","sentiment_score":0.28275997936725616},{"text":"Bye.","start":144.32893,"end":144.82893,"sentiment":"neutral","sentiment_score":0.3183711767196655}],"sentiment":"neutral","sentiment_score":0.29463037848472595,"num_words":3,"start":141.735,"end":144.82893}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good afternoon. You have reached Airtel accounts. How may I help you today?\n\nChannel 1: Hey. How are you doing? My name is Mohammed. I'm a I'm a, what do you call it, customer with you guys. So I was\n\nChannel 0: Mhmm.\n\nChannel 1: looking at my recent bill, and I see there's\n\nChannel 0: Mhmm.\n\nChannel 1: a balance of pay immediately $330 on one of my bill. So the thing is I've already paid the 330. I don't understand why it's still showing on my bill. It's just the installation fee. So when\n\nChannel 0: Mhmm.\n\nChannel 1: I first came to the building, those 300 something dollars I had to pay, yep, to get the Internet installed, which I did pay. And hence why I have Internet here as well.\n\nChannel 0: That's correct. I I do understand that. But let me just go ahead and check your account here. Could you\n\nChannel 1: Sure.\n\nChannel 0: please confirm your full name?\n\nChannel 1: My name is Mohamad Safa, m o h a m a d. Last name is\n\nChannel 0: Okay.\n\nChannel 1: Safa, s a f a.\n\nChannel 0: Thank you. Nice to have you on the line, miss Elpha. And, yeah, I do apologize for this incorrect balance. I understand now what you are referring with the account balance showing $419.95,\n\nChannel 1: Yep.\n\nChannel 0: which is incorrect. And I think this is oh, alright. I got it now. This is in reference with the billing error that's happened when we had a internal server issue when it comes\n\nChannel 1: Oh,\n\nChannel 0: to\n\nChannel 1: okay.\n\nChannel 0: our CRM. But I can assure you the only outstanding that you have on your account is your current bill, which is the $89.95\n\nChannel 1: Yep.\n\nChannel 0: that was sent yesterday. So please disregard the outstanding showing. I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected\n\nChannel 1: Okay.\n\nChannel 0: account.\n\nChannel 1: Yep.\n\nChannel 0: But just\n\nChannel 1: That was.\n\nChannel 0: kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis. K? Nothing to worry with this.\n\nChannel 1: No worries.\n\nChannel 0: And it shows on here as well that this has been paid, the $3.30. The payment receipt has been also sent out the day that we received the payment, February\n\nChannel 1: Yes.\n\nChannel 0: eighteenth 2026. Okay?\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Alright. We appreciate your call today. You're welcome. And if you need any assistance, feel free to give us a call. Okay?\n\nChannel 1: No worries.\n\nChannel 0: Alright.\n\nChannel 1: Thank you. Bye bye.\n\nChannel 0: Thank you, ma'am. Much. Cheers. Be safe.\n\nChannel 1: Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.16,"end":0.79999995,"sentiment":"positive","sentiment_score":0.4195801913738251},{"text":"You have reached Airtel accounts.","start":0.79999995,"end":2.24,"sentiment":"positive","sentiment_score":0.358222109079361},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.35275401671727497}],"sentiment":"positive","sentiment_score":0.3651380791113927,"channel":0,"num_words":13,"start":0.16,"end":3.54},{"sentences":[{"text":"Hey.","start":4.0,"end":4.24,"sentiment":"neutral","sentiment_score":0.1863829791545868},{"text":"How are you doing?","start":4.24,"end":4.72,"sentiment":"neutral","sentiment_score":0.16910823062062263},{"text":"My name is Mohammed.","start":4.72,"end":5.54,"sentiment":"neutral","sentiment_score":0.046763612888753414},{"text":"I'm a I'm a, what do you call it, customer with you guys.","start":5.6,"end":8.58,"sentiment":"neutral","sentiment_score":0.05513165361033036},{"text":"So I was","start":9.44,"end":10.0,"sentiment":"neutral","sentiment_score":-0.04490347889562448}],"sentiment":"neutral","sentiment_score":0.06527485653758049,"channel":1,"num_words":25,"start":4.0,"end":10.0},{"sentences":[{"text":"Mhmm.","start":9.84,"end":10.34,"sentiment":"neutral","sentiment_score":-0.04262764751911163}],"sentiment":"neutral","sentiment_score":-0.04262764751911163,"channel":0,"num_words":1,"start":9.84,"end":10.34},{"sentences":[{"text":"looking at my recent bill, and I see there's","start":10.0,"end":12.88,"sentiment":"neutral","sentiment_score":-0.11014622118737963}],"sentiment":"neutral","sentiment_score":-0.11014622118737963,"channel":1,"num_words":9,"start":10.0,"end":12.88},{"sentences":[{"text":"Mhmm.","start":12.559999,"end":13.005,"sentiment":"neutral","sentiment_score":-0.0950326770544052}],"sentiment":"neutral","sentiment_score":-0.0950326770544052,"channel":0,"num_words":1,"start":12.559999,"end":13.005},{"sentences":[{"text":"a balance of pay immediately $330 on one of my bill.","start":12.88,"end":17.224998,"sentiment":"neutral","sentiment_score":-0.12070788172158328},{"text":"So the thing is I've already paid the 330.","start":17.445,"end":20.244999,"sentiment":"neutral","sentiment_score":-0.2747220711575614},{"text":"I don't understand why it's still showing on my bill.","start":20.244999,"end":22.404999,"sentiment":"negative","sentiment_score":-0.42296109199523924},{"text":"It's just the installation fee.","start":22.404999,"end":24.105,"sentiment":"neutral","sentiment_score":-0.2248765856027603},{"text":"So when","start":25.125,"end":25.605,"sentiment":"neutral","sentiment_score":-0.12994583323597908}],"sentiment":"neutral","sentiment_score":-0.2544370501025303,"channel":1,"num_words":37,"start":12.88,"end":25.605},{"sentences":[{"text":"Mhmm.","start":25.404999,"end":25.904999,"sentiment":"neutral","sentiment_score":-0.0786883682012558}],"sentiment":"neutral","sentiment_score":-0.0786883682012558,"channel":0,"num_words":1,"start":25.404999,"end":25.904999},{"sentences":[{"text":"I first came to the building, those 300 something dollars I had to pay, yep, to get the Internet installed, which I did pay.","start":25.605,"end":32.56,"sentiment":"neutral","sentiment_score":-0.08633514229829113},{"text":"And hence why I have Internet here as well.","start":32.62,"end":34.72,"sentiment":"neutral","sentiment_score":-0.03497040561503834}],"sentiment":"neutral","sentiment_score":-0.0723265777483131,"channel":1,"num_words":33,"start":25.605,"end":34.72},{"sentences":[{"text":"That's correct.","start":36.35,"end":37.15,"sentiment":"neutral","sentiment_score":0.08478313684463501},{"text":"I I do understand that.","start":37.15,"end":38.59,"sentiment":"neutral","sentiment_score":0.07321860641241074},{"text":"But let me just go ahead and check your account here.","start":38.59,"end":41.945,"sentiment":"neutral","sentiment_score":0.04661286859349771},{"text":"Could you","start":42.165,"end":42.485,"sentiment":"neutral","sentiment_score":0.04433749057352543}],"sentiment":"neutral","sentiment_score":0.05685379207134247,"channel":0,"num_words":20,"start":36.35,"end":42.485},{"sentences":[{"text":"Sure.","start":42.38,"end":42.88,"sentiment":"neutral","sentiment_score":0.0565127432346344}],"sentiment":"neutral","sentiment_score":0.0565127432346344,"channel":1,"num_words":1,"start":42.38,"end":42.88},{"sentences":[{"text":"please confirm your full name?","start":42.485,"end":44.265,"sentiment":"neutral","sentiment_score":0.05294165536761284}],"sentiment":"neutral","sentiment_score":0.05294165536761284,"channel":0,"num_words":5,"start":42.485,"end":44.265},{"sentences":[{"text":"My name is Mohamad Safa, m o h a m a d.","start":45.645,"end":48.925,"sentiment":"neutral","sentiment_score":0.0439401650801301},{"text":"Last name is","start":48.925,"end":49.565,"sentiment":"neutral","sentiment_score":0.026571523398160934}],"sentiment":"neutral","sentiment_score":0.04046643674373627,"channel":1,"num_words":15,"start":45.645,"end":49.565},{"sentences":[{"text":"Okay.","start":49.525,"end":50.025,"sentiment":"neutral","sentiment_score":0.04994489997625351}],"sentiment":"neutral","sentiment_score":0.04994489997625351,"channel":0,"num_words":1,"start":49.525,"end":50.025},{"sentences":[{"text":"Safa, s a f a.","start":49.565,"end":51.184998,"sentiment":"neutral","sentiment_score":0.04608822613954544}],"sentiment":"neutral","sentiment_score":0.04608822613954544,"channel":1,"num_words":5,"start":49.565,"end":51.184998},{"sentences":[{"text":"Thank you.","start":51.765,"end":52.325,"sentiment":"positive","sentiment_score":0.5680316388607025},{"text":"Nice to have you on the line, miss Elpha.","start":52.325,"end":54.31,"sentiment":"positive","sentiment_score":0.6772191921869913},{"text":"And, yeah, I do apologize for this incorrect balance.","start":54.31,"end":57.59,"sentiment":"neutral","sentiment_score":-0.17215492948889732},{"text":"I understand now what you are referring with the account balance showing $419.95,","start":57.59,"end":65.85,"sentiment":"neutral","sentiment_score":-0.0656276924105791}],"sentiment":"neutral","sentiment_score":0.1463176254747492,"channel":0,"num_words":33,"start":51.765,"end":65.85},{"sentences":[{"text":"Yep.","start":65.86,"end":66.36,"sentiment":"neutral","sentiment_score":-0.11038587987422945}],"sentiment":"neutral","sentiment_score":-0.11038587987422945,"channel":1,"num_words":1,"start":65.86,"end":66.36},{"sentences":[{"text":"which is incorrect.","start":66.005005,"end":66.985,"sentiment":"neutral","sentiment_score":-0.2903473973274231},{"text":"And I think this is oh, alright.","start":67.765,"end":72.40501,"sentiment":"neutral","sentiment_score":-0.1258694167648043},{"text":"I got it now.","start":72.40501,"end":73.365005,"sentiment":"neutral","sentiment_score":-0.0522262929007411},{"text":"This is in reference with the billing error that's happened when we had a internal server issue when it 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CRM.","start":81.78001,"end":82.840004,"sentiment":"neutral","sentiment_score":-0.04545496217906475},{"text":"But I can assure you the only outstanding that you have on your account is your current bill, which is the $89.95","start":83.380005,"end":93.880005,"sentiment":"neutral","sentiment_score":-0.03570034337992018}],"sentiment":"neutral","sentiment_score":-0.036513228279848896,"channel":0,"num_words":24,"start":81.78001,"end":93.880005},{"sentences":[{"text":"Yep.","start":94.43,"end":94.93,"sentiment":"neutral","sentiment_score":-0.05439670383930206}],"sentiment":"neutral","sentiment_score":-0.05439670383930206,"channel":1,"num_words":1,"start":94.43,"end":94.93},{"sentences":[{"text":"that was sent yesterday.","start":94.965,"end":96.265,"sentiment":"neutral","sentiment_score":-0.09538393653929234},{"text":"So please disregard the outstanding showing.","start":96.884995,"end":99.865,"sentiment":"neutral","sentiment_score":-0.2650674482186635},{"text":"I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some 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just","start":111.74,"end":112.299995,"sentiment":"neutral","sentiment_score":0.002812616527080536}],"sentiment":"neutral","sentiment_score":0.002812616527080536,"channel":0,"num_words":2,"start":111.74,"end":112.299995},{"sentences":[{"text":"That was.","start":112.024994,"end":112.685,"sentiment":"neutral","sentiment_score":-0.00020277965813875198}],"sentiment":"neutral","sentiment_score":-0.00020277965813875198,"channel":1,"num_words":2,"start":112.024994,"end":112.685},{"sentences":[{"text":"kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis.","start":112.299995,"end":117.84,"sentiment":"neutral","sentiment_score":0.006816083236652262},{"text":"K?","start":118.06,"end":118.54,"sentiment":"neutral","sentiment_score":0.02134661003947258},{"text":"Nothing to worry with this.","start":118.54,"end":120.08,"sentiment":"neutral","sentiment_score":0.036023861914873126}],"sentiment":"neutral","sentiment_score":0.01379736237551855,"channel":0,"num_words":23,"start":112.299995,"end":120.08},{"sentences":[{"text":"No worries.","start":119.93,"end":120.75,"sentiment":"neutral","sentiment_score":0.0857790932059288}],"sentiment":"neutral","sentiment_score":0.0857790932059288,"channel":1,"num_words":2,"start":119.93,"end":120.75},{"sentences":[{"text":"And it shows on here as well that this has been paid, the $3.30.","start":120.38,"end":124.479996,"sentiment":"neutral","sentiment_score":0.09141208258058343},{"text":"The payment receipt has been also sent out the day that we received the payment, February","start":125.675,"end":130.655,"sentiment":"neutral","sentiment_score":0.06812717812135816}],"sentiment":"neutral","sentiment_score":0.07899346686899662,"channel":0,"num_words":30,"start":120.38,"end":130.655},{"sentences":[{"text":"Yes.","start":130.535,"end":131.035,"sentiment":"neutral","sentiment_score":0.05053974315524101}],"sentiment":"neutral","sentiment_score":0.05053974315524101,"channel":1,"num_words":1,"start":130.535,"end":131.035},{"sentences":[{"text":"eighteenth 2026.","start":130.795,"end":133.035,"sentiment":"neutral","sentiment_score":0.036730095744132996},{"text":"Okay?","start":133.035,"end":133.535,"sentiment":"neutral","sentiment_score":0.05411272123456001}],"sentiment":"neutral","sentiment_score":0.042524304240942,"channel":0,"num_words":3,"start":130.795,"end":133.535},{"sentences":[{"text":"No worries.","start":133.895,"end":134.375,"sentiment":"neutral","sentiment_score":0.12131820619106293},{"text":"Thank you.","start":134.375,"end":135.115,"sentiment":"neutral","sentiment_score":0.2925429791212082}],"sentiment":"neutral","sentiment_score":0.20693059265613556,"channel":1,"num_words":4,"start":133.895,"end":135.115},{"sentences":[{"text":"Alright.","start":135.25894,"end":135.49893,"sentiment":"positive","sentiment_score":0.3677235543727875},{"text":"We appreciate your call today.","start":135.49893,"end":136.93893,"sentiment":"positive","sentiment_score":0.5698359847068787},{"text":"You're welcome.","start":136.93893,"end":137.65894,"sentiment":"positive","sentiment_score":0.46056829392910004},{"text":"And if you need any assistance, feel free to give us a call.","start":137.65894,"end":140.53894,"sentiment":"neutral","sentiment_score":0.2450200617313385},{"text":"Okay?","start":140.53894,"end":140.93893,"sentiment":"neutral","sentiment_score":0.1354561299085617}],"sentiment":"positive","sentiment_score":0.3390344090082429,"channel":0,"num_words":22,"start":135.25894,"end":140.93893},{"sentences":[{"text":"No worries.","start":140.695,"end":141.255,"sentiment":"neutral","sentiment_score":0.15575340390205383}],"sentiment":"neutral","sentiment_score":0.15575340390205383,"channel":1,"num_words":2,"start":140.695,"end":141.255},{"sentences":[{"text":"Alright.","start":140.93893,"end":141.43893,"sentiment":"neutral","sentiment_score":0.2206532061100006}],"sentiment":"neutral","sentiment_score":0.2206532061100006,"channel":0,"num_words":1,"start":140.93893,"end":141.43893},{"sentences":[{"text":"Thank you.","start":141.255,"end":141.735,"sentiment":"positive","sentiment_score":0.38766273856163025},{"text":"Bye bye.","start":141.735,"end":142.475,"sentiment":"neutral","sentiment_score":0.28275997936725616}],"sentiment":"positive","sentiment_score":0.3352113589644432,"channel":1,"num_words":4,"start":141.255,"end":142.475},{"sentences":[{"text":"Thank you, ma'am.","start":142.29893,"end":143.09894,"sentiment":"positive","sentiment_score":0.4802342752615611},{"text":"Much.","start":143.09894,"end":143.41895,"sentiment":"positive","sentiment_score":0.6061426401138306},{"text":"Cheers.","start":143.41895,"end":143.81894,"sentiment":"positive","sentiment_score":0.764717698097229},{"text":"Be safe.","start":143.81894,"end":144.53894,"sentiment":"positive","sentiment_score":0.5525451302528381}],"sentiment":"positive","sentiment_score":0.559521917785917,"channel":0,"num_words":7,"start":142.29893,"end":144.53894},{"sentences":[{"text":"Bye.","start":144.32893,"end":144.82893,"sentiment":"neutral","sentiment_score":0.3183711767196655}],"sentiment":"neutral","sentiment_score":0.3183711767196655,"channel":1,"num_words":1,"start":144.32893,"end":144.82893},{"sentences":[{"text":"Bye bye.","start":144.53894,"end":145.19894,"sentiment":"neutral","sentiment_score":0.04892291873693467}],"sentiment":"neutral","sentiment_score":0.04892291873693467,"channel":0,"num_words":2,"start":144.53894,"end":145.19894}]},"summary":{"result":"success","short":"A customer named Cam calls Airtel accounts to inquire about a balance on his bill. The agent, Mohammed, confirms that the bill is $419.95 and explains that the payment was received on February 18th, 2026. The agent assures the customer that the bill is paid and apologizes for the mistake in the balance."},"intents":{"segments":[{"text":"was looking at my recent bill, and I see there's Mhmm. a balance of pay immediately $330 on one of my bill.","start_word":38,"end_word":59,"intents":[{"intent":"Resolve bill issue","confidence_score":0.008359259}]},{"text":"please confirm your full name?","start_word":141,"end_word":145,"intents":[{"intent":"Verify account information","confidence_score":0.016238611}]},{"text":"I understand now what you are referring with the account balance showing $419.95, Yep. which is incorrect.","start_word":188,"end_word":204,"intents":[{"intent":"Verify account balance","confidence_score":0.032116752}]},{"text":"I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected Okay. account.","start_word":273,"end_word":302,"intents":[{"intent":"Provide billing update","confidence_score":0.0057563013}]},{"text":"kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis. K?","start_word":308,"end_word":325,"intents":[{"intent":"Refer to invoice","confidence_score":0.24868456}]},{"text":"We appreciate your call today. You're welcome. And if you need any assistance, feel free to give us a call. Okay? No worries.","start_word":372,"end_word":394,"intents":[{"intent":"Thank and offer assistance","confidence_score":0.0000613219}]}]},"sentiments":{"segments":[{"text":"Good afternoon. You have reached Airtel accounts. How may I help you today?","start_word":0,"end_word":12,"sentiment":"positive","sentiment_score":0.3601374924182892},{"text":"Hey. How are you doing? My name is Mohammed. I'm a I'm a, what do you call it, customer with you guys. So I Mhmm. was looking at my recent bill, and I see there's Mhmm. a balance of pay immediately $330 on one of my bill. So the thing is I've already paid the 330.","start_word":13,"end_word":68,"sentiment":"neutral","sentiment_score":-0.05492640659213066},{"text":"I don't understand why it's still showing on my bill.","start_word":69,"end_word":78,"sentiment":"negative","sentiment_score":-0.4204632043838501},{"text":"It's just the installation fee. So when Mhmm. I first came to the building, those 300 something dollars I had to pay, yep, to get the Internet installed, which I did pay. And hence why I have Internet here as well. That's correct. I I do understand that. But let me just go ahead and check your account here. Could you Sure. please confirm your full name? My name is Mohamad Safa, m o h a m a d. Last name is Okay. Safa, s a f a.","start_word":79,"end_word":166,"sentiment":"neutral","sentiment_score":-0.01260305941104889},{"text":"Thank you. Nice to have you on the line, miss Elpha.","start_word":167,"end_word":177,"sentiment":"positive","sentiment_score":0.6432041525840759},{"text":"And, yeah, I do apologize for this incorrect balance. I understand now what you are referring with the account balance showing $419.95, Yep. which is incorrect. And I think this is oh, alright. I got it now. This is in reference with the billing error that's happened when we had a internal server issue when it comes Oh, to okay. our CRM. But I can assure you the only outstanding that you have on your account is your current bill, which is the $89.95 Yep. that was sent yesterday. So please disregard the outstanding showing. I will try to get an update from our back end because as far as I know, they're still trying to resolve this issue and correct some affected Okay. account. Yep. But just That was. kindly refer for the meantime to the actual invoice that you are receiving in a monthly basis. K? Nothing to worry with this. No worries. And it shows on here as well that this has been paid, the $3.30. The payment receipt has been also sent out the day that we received the payment, February Yes. eighteenth 2026. Okay? No worries. Thank you.","start_word":178,"end_word":370,"sentiment":"neutral","sentiment_score":-0.04760465674449743},{"text":"Alright. We appreciate your call today. You're welcome.","start_word":371,"end_word":378,"sentiment":"positive","sentiment_score":0.4880467355251312},{"text":"And if you need any assistance, feel free to give us a call. Okay? No worries. Alright.","start_word":379,"end_word":395,"sentiment":"neutral","sentiment_score":0.22095786035060885},{"text":"Thank you.","start_word":396,"end_word":397,"sentiment":"positive","sentiment_score":0.3877987265586853},{"text":"Bye bye.","start_word":398,"end_word":399,"sentiment":"neutral","sentiment_score":0.2845613956451416},{"text":"Thank you, ma'am. Much. Cheers. Be safe.","start_word":400,"end_word":406,"sentiment":"positive","sentiment_score":0.58319205897195},{"text":"Bye. Bye bye.","start_word":407,"end_word":409,"sentiment":"neutral","sentiment_score":0.23907780647277832}],"average":{"sentiment":"neutral","sentiment_score":0.028712828546507745}}}}