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This is just like a follow-up regarding your invoice. It's still currently overdue in our records, and we'd like to inform you we tried to process the payment. However, it was declined due to insufficient funds. So we're reaching out to ask when can we expect the payment to go through or what's your name? Yes. Because she Yeah. It was due May 11. Yes. That's right. Alright. Thank you, miss Holly, and I appreciate your time. Thank you. Yeah. Actually, we've sent the email yesterday as well. However no. Yesterday. Oh, I understand. So if it's not convenient for you to do a follow-up call, we'll go ahead and take note of this. We'll just send a follow-up through email. Okay? That would be fine. At least you you tell us. Mhmm. Oh. Oh. I understand. Yeah. That's the reason why we've tried to follow-up through phone call if we did not receive any response from email that we sent. Because some customers are not really checking their emails on a regular basis. Reason why we tried to call. But on your end, that would be fine. Moving forward, we'll just send you the email follow-up, and then we'll wait for your response. Because our management is asking us to give the customer a call if we did not receive any update or response. Thank you, Holly. Have a good one, and be safe. Mhmm. 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Good afternoon. This is Airtel accounts. Am I speaking to miss Holly Young? Airtel, your Internet service provider?\n\nYeah. Miss Holly, yeah, I appreciate you answered my phone call. This is just like a follow-up regarding your invoice. It's still currently overdue in our records, and we'd like to inform you we tried to process the payment. However, it was declined due to insufficient funds.\n\nSo we're reaching out to ask when can we expect the payment to go through or what's your name? Yes. Because she Yeah. It was due May 11. Yes.\n\nThat's right. Alright. Thank you, miss Holly, and I appreciate your time. Thank you. Yeah.\n\nActually, we've sent the email yesterday as well. However no. Yesterday. Oh, I understand. So if it's not convenient for you to do a follow-up call, we'll go ahead and take note of this.\n\nWe'll just send a follow-up through email. Okay? That would be fine. At least you you tell us. Mhmm.\n\nOh. Oh. I understand. Yeah. That's the reason why we've tried to follow-up through phone call if we did not receive any response from email that we sent.\n\nBecause some customers are not really checking their emails on a regular basis. Reason why we tried to call. But on your end, that would be fine. Moving forward, we'll just send you the email follow-up, and then we'll wait for your response. Because our management is asking us to give the customer a call if we did not receive any update or response.\n\nThank you, Holly. Have a good one, and be safe. Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.84,"end":4.0,"sentiment":"neutral","sentiment_score":0.12934552133083344},{"text":"Good afternoon.","start":4.0,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.28796301782131195},{"text":"This is Airtel accounts.","start":4.88,"end":6.56,"sentiment":"neutral","sentiment_score":0.12243970297276974},{"text":"Am I speaking to miss Holly Young?","start":6.56,"end":8.66,"sentiment":"neutral","sentiment_score":0.0775119491985866},{"text":"Airtel, your Internet service provider?","start":12.559999,"end":15.38,"sentiment":"neutral","sentiment_score":-0.024135130178183316}],"sentiment":"neutral","sentiment_score":0.08510201907177505,"num_words":19,"start":3.84,"end":15.38},{"sentences":[{"text":"Yeah.","start":16.545,"end":16.945,"sentiment":"neutral","sentiment_score":0.11274893581867218},{"text":"Miss Holly, yeah, I appreciate you answered my phone 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ahead and take note of this.","start":89.27,"end":94.79,"sentiment":"neutral","sentiment_score":-0.12882464081048967}],"sentiment":"neutral","sentiment_score":-0.08726047023254282,"num_words":34,"start":68.02,"end":94.79},{"sentences":[{"text":"We'll just send a follow-up through email.","start":94.79,"end":96.79,"sentiment":"neutral","sentiment_score":-0.0281458031386137},{"text":"Okay?","start":96.79,"end":97.19,"sentiment":"neutral","sentiment_score":-0.012058991007506847},{"text":"That would be fine.","start":97.19,"end":98.41,"sentiment":"neutral","sentiment_score":-0.014592107385396957},{"text":"At least you you tell 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sent.","start":119.96999,"end":128.885,"sentiment":"neutral","sentiment_score":-0.15479338525430017}],"sentiment":"neutral","sentiment_score":-0.14810456654855184,"num_words":28,"start":109.505,"end":128.885},{"sentences":[{"text":"Because some customers are not really checking their emails on a regular basis.","start":128.885,"end":134.405,"sentiment":"neutral","sentiment_score":-0.18063964064304644},{"text":"Reason why we tried to call.","start":134.405,"end":136.245,"sentiment":"neutral","sentiment_score":-0.13049732024470964},{"text":"But on your end, that would be fine.","start":136.245,"end":138.185,"sentiment":"neutral","sentiment_score":-0.02157581690698862},{"text":"Moving forward, we'll just send you the email follow-up, and then we'll wait for your response.","start":138.54001,"end":144.16,"sentiment":"neutral","sentiment_score":0.025506888516247272},{"text":"Because our management is asking us to give the customer a call if we did not receive any update or 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Yes. You are. Where are you calling from again? Sorry. Oh, okay. Cool. Right. Okay. How can I help you? Okay. So you're just asking me to pay the bill? Okay. Cool. Alright. When was it due to come out? Sorry. Okay. So two days ago. Cool. I can do it now. No worries. Okay. Okay. Cool. No worries. Okay. In in the future, like, do you guys normally just send a follow-up email, and do you normally call with something that's only two days late? To a day? Yeah. Yeah. So I know this isn't your policy. I'm not angry with you at all. But it's unusual to follow-up with a phone call so quickly after something. Like, normally normally, providers give more than a day. That's all. Yeah. Yeah. Yeah. Yeah. It's just that because it comes up as an unknown number. I it's it's like, I almost didn't answer. So, like, just for your sake. Yeah. Like, otherwise, it would just be, like, missed calls, and you'll be trying to call someone when, you know, an email. I just simply haven't checked my emails in the last twenty four hours. That's all. Yeah. Yeah. Alright. Okay. Cool. Alright. Thank you so much. Okay. You too. Bye bye. 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Yes. You are. Where are you calling from again? Sorry.\n\nOh, okay. Cool. Right. Okay. How can I help you?\n\nOkay. So you're just asking me to pay the bill? Okay. Cool. Alright.\n\nWhen was it due to come out? Sorry. Okay. So two days ago. Cool.\n\nI can do it now. No worries. Okay. Okay. Cool.\n\nNo worries. Okay. In in the future, like, do you guys normally just send a follow-up email, and do you normally call with something that's only two days late? To a day? Yeah.\n\nYeah. So I know this isn't your policy. I'm not angry with you at all. But it's unusual to follow-up with a phone call so quickly after something. Like, normally normally, providers give more than a day.\n\nThat's all. Yeah. Yeah. Yeah. Yeah.\n\nIt's just that because it comes up as an unknown number. I it's it's like, I almost didn't answer. So, like, just for your sake. Yeah. Like, otherwise, it would just be, like, missed calls, and you'll be trying to call someone when, you know, an email.\n\nI just simply haven't checked my emails in the last twenty four hours. That's all. Yeah. Yeah. Alright.\n\nOkay. Cool. Alright. Thank you so much. Okay.\n\nYou too. Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":0.028514649718999863},{"text":"Yes.","start":9.44,"end":9.76,"sentiment":"neutral","sentiment_score":0.04071879759430885},{"text":"You are.","start":9.76,"end":10.08,"sentiment":"neutral","sentiment_score":0.033683476969599724},{"text":"Where are you calling from again?","start":10.08,"end":11.28,"sentiment":"neutral","sentiment_score":0.003579748018334309},{"text":"Sorry.","start":11.28,"end":11.78,"sentiment":"neutral","sentiment_score":-0.05034320056438446}],"sentiment":"neutral","sentiment_score":0.009794153527102688,"num_words":11,"start":8.4,"end":11.78},{"sentences":[{"text":"Oh, 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normally normally, providers give more than a day.","start":84.58,"end":88.52,"sentiment":"neutral","sentiment_score":-0.054891131818294525}],"sentiment":"neutral","sentiment_score":-0.20203603481924212,"num_words":37,"start":76.635,"end":88.52},{"sentences":[{"text":"That's all.","start":88.9,"end":89.72,"sentiment":"neutral","sentiment_score":-0.06603556498885155},{"text":"Yeah.","start":97.784996,"end":98.284996,"sentiment":"neutral","sentiment_score":-0.00250227190554142},{"text":"Yeah.","start":98.905,"end":99.384995,"sentiment":"neutral","sentiment_score":-0.029379479587078094},{"text":"Yeah.","start":99.384995,"end":99.884995,"sentiment":"neutral","sentiment_score":-0.03676019608974457},{"text":"Yeah.","start":100.905,"end":101.384995,"sentiment":"neutral","sentiment_score":-0.08059978485107422}],"sentiment":"neutral","sentiment_score":-0.046885477068523564,"num_words":6,"start":88.9,"end":101.384995},{"sentences":[{"text":"It's just that because it comes up as an unknown 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you so much.","start":155.34499,"end":156.405,"sentiment":"positive","sentiment_score":0.632079541683197},{"text":"Okay.","start":157.825,"end":158.325,"sentiment":"positive","sentiment_score":0.4812580943107605}],"sentiment":"positive","sentiment_score":0.44933289662003517,"num_words":8,"start":154.305,"end":158.325},{"sentences":[{"text":"You too.","start":159.58499,"end":160.14499,"sentiment":"neutral","sentiment_score":0.2799518406391144},{"text":"Bye bye.","start":160.14499,"end":160.805,"sentiment":"neutral","sentiment_score":0.16531294956803322},{"text":"Bye.","start":161.58499,"end":162.08499,"sentiment":"neutral","sentiment_score":-0.0970062091946602}],"sentiment":"neutral","sentiment_score":0.158704674243927,"num_words":5,"start":159.58499,"end":162.08499}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. Am I speaking to miss Holly Young?\n\nChannel 1: Hello? Yes. You are. Where are you calling from again? Sorry.\n\nChannel 0: Airtel, your Internet service provider?\n\nChannel 1: Oh, okay. Cool. Right.\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: Miss\n\nChannel 1: How\n\nChannel 0: Holly,\n\nChannel 1: can I help you?\n\nChannel 0: yeah, I appreciate you answered my phone call. This is just like a follow-up regarding your invoice. It's still currently overdue in our records, and we'd like to inform you we tried to process the payment. However, it was declined due to insufficient funds. So we're reaching out to ask when can we expect the payment to go through\n\nChannel 1: Okay.\n\nChannel 0: or\n\nChannel 1: So\n\nChannel 0: what's\n\nChannel 1: you're just asking\n\nChannel 0: your name?\n\nChannel 1: me to pay the bill?\n\nChannel 0: Yes.\n\nChannel 1: Okay. Cool.\n\nChannel 0: Because\n\nChannel 1: Alright.\n\nChannel 0: she\n\nChannel 1: When was it due to come out? Sorry.\n\nChannel 0: Yeah. It was due May 11.\n\nChannel 1: Okay. So two days ago. Cool.\n\nChannel 0: Yes. That's\n\nChannel 1: I can\n\nChannel 0: right.\n\nChannel 1: do it now. No worries.\n\nChannel 0: Alright. Thank you, miss Holly, and I appreciate\n\nChannel 1: Okay.\n\nChannel 0: your time.\n\nChannel 1: Okay. Cool. No worries. Okay.\n\nChannel 0: Thank\n\nChannel 1: In in\n\nChannel 0: you.\n\nChannel 1: the future, like, do you guys normally just send a follow-up email, and do you normally call with something that's only two days late?\n\nChannel 0: Yeah. Actually, we've sent the email yesterday as well. However\n\nChannel 1: To a day?\n\nChannel 0: no. Yesterday.\n\nChannel 1: Yeah. Yeah. So I know this isn't your policy. I'm not angry with you at all. But it's unusual to follow-up with a phone call so quickly after something.\n\nLike, normally normally, providers give\n\nChannel 0: Oh,\n\nChannel 1: more than a day.\n\nChannel 0: I understand.\n\nChannel 1: That's all.\n\nChannel 0: So if it's not convenient for you to do a follow-up call, we'll go ahead and take note of this. We'll just send a follow-up through email. Okay? That would be\n\nChannel 1: Yeah.\n\nChannel 0: fine. At\n\nChannel 1: Yeah.\n\nChannel 0: least you\n\nChannel 1: Yeah.\n\nChannel 0: you tell us.\n\nChannel 1: Yeah. It's just that because it comes up as an unknown number. I\n\nChannel 0: Mhmm.\n\nChannel 1: it's it's like, I almost didn't answer. So, like, just\n\nChannel 0: Oh.\n\nChannel 1: for your sake. Yeah. Like, otherwise, it would just be, like, missed calls, and you'll be trying to call someone when, you know,\n\nChannel 0: Oh.\n\nChannel 1: an\n\nChannel 0: I\n\nChannel 1: email.\n\nChannel 0: understand.\n\nChannel 1: I just simply haven't checked my emails in the last twenty four hours. That's all.\n\nChannel 0: Yeah. That's the reason why we've tried to follow-up through phone call if we did not receive any response from\n\nChannel 1: Yeah.\n\nChannel 0: email that\n\nChannel 1: Yeah.\n\nChannel 0: we sent. Because some customers are not really checking their emails on a regular basis. Reason why we tried to call. But on your end, that would be fine. Moving forward, we'll just send you the email follow-up, and then we'll wait for your response.\n\nBecause\n\nChannel 1: Alright.\n\nChannel 0: our management is asking us to give the customer a call if we did not receive any update or response.\n\nChannel 1: Okay. Cool. Alright. Thank you so much.\n\nChannel 0: Thank you, Holly. Have a good\n\nChannel 1: Okay.\n\nChannel 0: one, and be safe.\n\nChannel 1: You too. Bye bye.\n\nChannel 0: Mhmm. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.84,"end":4.0,"sentiment":"neutral","sentiment_score":0.12934552133083344},{"text":"Good afternoon.","start":4.0,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.28796301782131195},{"text":"This is Airtel accounts.","start":4.88,"end":6.56,"sentiment":"neutral","sentiment_score":0.12243970297276974},{"text":"Am I speaking to miss Holly Young?","start":6.56,"end":8.66,"sentiment":"neutral","sentiment_score":0.0775119491985866}],"sentiment":"neutral","sentiment_score":0.12411528666104589,"channel":0,"num_words":14,"start":3.84,"end":8.66},{"sentences":[{"text":"Hello?","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":0.028514649718999863},{"text":"Yes.","start":9.44,"end":9.76,"sentiment":"neutral","sentiment_score":0.04071879759430885},{"text":"You are.","start":9.76,"end":10.08,"sentiment":"neutral","sentiment_score":0.033683476969599724},{"text":"Where are you calling from 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sent.","start":128.325,"end":128.885,"sentiment":"neutral","sentiment_score":-0.07456093654036522},{"text":"Because some customers are not really checking their emails on a regular basis.","start":128.885,"end":134.405,"sentiment":"neutral","sentiment_score":-0.18063964064304644},{"text":"Reason why we tried to call.","start":134.405,"end":136.245,"sentiment":"neutral","sentiment_score":-0.13049732024470964},{"text":"But on your end, that would be fine.","start":136.245,"end":138.185,"sentiment":"neutral","sentiment_score":-0.02157581690698862},{"text":"Moving forward, we'll just send you the email follow-up, and then we'll wait for your response.","start":138.54001,"end":144.16,"sentiment":"neutral","sentiment_score":0.025506888516247272}],"sentiment":"neutral","sentiment_score":-0.06766483204232322,"channel":0,"num_words":45,"start":128.325,"end":144.16},{"sentences":[{"text":"Because","start":144.38,"end":144.88,"sentiment":"neutral","sentiment_score":-0.046964436769485474}],"sentiment":"neutral","sentiment_score":-0.046964436769485474,"channel":0,"num_words":1,"start":144.38,"end":144.88},{"sentences":[{"text":"Alright.","start":144.69,"end":145.19,"sentiment":"neutral","sentiment_score":-0.09092336893081664}],"sentiment":"neutral","sentiment_score":-0.09092336893081664,"channel":1,"num_words":1,"start":144.69,"end":145.19},{"sentences":[{"text":"our management is asking us to give the customer a call if we did not receive any update or response.","start":145.18001,"end":152.88,"sentiment":"neutral","sentiment_score":-0.20029779374599457}],"sentiment":"neutral","sentiment_score":-0.20029779374599457,"channel":0,"num_words":20,"start":145.18001,"end":152.88},{"sentences":[{"text":"Okay.","start":154.305,"end":154.70499,"sentiment":"neutral","sentiment_score":0.08396632969379425},{"text":"Cool.","start":154.70499,"end":155.025,"sentiment":"neutral","sentiment_score":0.20755191147327423},{"text":"Alright.","start":155.025,"end":155.34499,"sentiment":"neutral","sentiment_score":0.2935686707496643},{"text":"Thank you so much.","start":155.34499,"end":156.405,"sentiment":"positive","sentiment_score":0.632079541683197}],"sentiment":"positive","sentiment_score":0.4447721540927887,"channel":1,"num_words":7,"start":154.305,"end":156.405},{"sentences":[{"text":"Thank you, Holly.","start":156.565,"end":157.445,"sentiment":"positive","sentiment_score":0.590756376584371},{"text":"Have a good","start":157.445,"end":157.925,"sentiment":"positive","sentiment_score":0.580392599105835}],"sentiment":"positive","sentiment_score":0.5855744878451029,"channel":0,"num_words":6,"start":156.565,"end":157.925},{"sentences":[{"text":"Okay.","start":157.825,"end":158.325,"sentiment":"positive","sentiment_score":0.4812580943107605}],"sentiment":"positive","sentiment_score":0.4812580943107605,"channel":1,"num_words":1,"start":157.825,"end":158.325},{"sentences":[{"text":"one, and be safe.","start":157.925,"end":159.145,"sentiment":"positive","sentiment_score":0.420912966132164}],"sentiment":"positive","sentiment_score":0.420912966132164,"channel":0,"num_words":4,"start":157.925,"end":159.145},{"sentences":[{"text":"You too.","start":159.58499,"end":160.14499,"sentiment":"neutral","sentiment_score":0.2799518406391144},{"text":"Bye bye.","start":160.14499,"end":160.805,"sentiment":"neutral","sentiment_score":0.16531294956803322}],"sentiment":"neutral","sentiment_score":0.2226323951035738,"channel":1,"num_words":4,"start":159.58499,"end":160.805},{"sentences":[{"text":"Mhmm.","start":160.645,"end":160.80501,"sentiment":"neutral","sentiment_score":-0.02353350818157196},{"text":"Bye.","start":160.80501,"end":161.30501,"sentiment":"neutral","sentiment_score":0.027844052761793137}],"sentiment":"neutral","sentiment_score":0.002155272290110588,"channel":0,"num_words":2,"start":160.645,"end":161.30501},{"sentences":[{"text":"Bye.","start":161.58499,"end":162.08499,"sentiment":"neutral","sentiment_score":-0.0970062091946602}],"sentiment":"neutral","sentiment_score":-0.0970062091946602,"channel":1,"num_words":1,"start":161.58499,"end":162.08499}]},"summary":{"result":"success","short":"A representative from Airtel calls Holly Young to follow up on her overdue invoice and inform her that it was declined due to insufficient funds. The representative asks when they can expect the payment to go through and offers to send a follow-up email. Holly explains that she hasn't checked her emails regularly and the representative explains that they will wait for her response and call her if they don't receive a response."},"intents":{"segments":[{"text":"This is just like a follow-up regarding your invoice. It's still currently overdue in our records, and we'd like to inform you we tried to process the payment. However, it was declined due to insufficient funds. So we're reaching out to ask when can we expect the payment to go through Okay.","start_word":51,"end_word":102,"intents":[{"intent":"Inquire about payment","confidence_score":0.0012039427}]},{"text":"So if it's not convenient for you to do a follow-up call, we'll go ahead and take note of this. We'll just send a follow-up through email. Okay? That would be Yeah.","start_word":254,"end_word":285,"intents":[{"intent":"Follow-up call","confidence_score":0.32910374}]},{"text":"We'll just send a follow-up through email. Okay?","start_word":274,"end_word":281,"intents":[{"intent":"Send follow-up email","confidence_score":0.27094558}]},{"text":"I just simply haven't checked my emails in the last twenty four hours. That's all.","start_word":348,"end_word":362,"intents":[{"intent":"Check email","confidence_score":0.026521696}]},{"text":"Moving forward, we'll just send you the email follow-up, and then we'll wait for your response. Because Alright.","start_word":416,"end_word":433,"intents":[{"intent":"Wait for response","confidence_score":0.2822647}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. This is Airtel accounts. Am I speaking to miss Holly Young? Hello? Yes. You are. Where are you calling from again? Sorry. Airtel, your Internet service provider? Oh, okay. Cool. Right. Yeah. Okay. Miss How Holly, can I help you? yeah, I appreciate you answered my phone call. This is just like a follow-up regarding your invoice. It's still currently overdue in our records, and we'd like to inform you we tried to process the payment.","start_word":0,"end_word":78,"sentiment":"neutral","sentiment_score":0.05055724456906319},{"text":"However, it was declined due to insufficient funds.","start_word":79,"end_word":86,"sentiment":"negative","sentiment_score":-0.3759382963180542},{"text":"So we're reaching out to ask when can we expect the payment to go through Okay. or So what's you're just asking your name? me to pay the bill? Yes. Okay. Cool. Because Alright. she When was it due to come out? Sorry. Yeah. It was due May 11. Okay. So two days ago. Cool. Yes. That's I can right. do it now. No worries. Alright.","start_word":87,"end_word":152,"sentiment":"neutral","sentiment_score":0.02661019936203957},{"text":"Thank you, miss Holly, and I appreciate Okay.","start_word":153,"end_word":160,"sentiment":"positive","sentiment_score":0.41378772258758545},{"text":"your time. Okay. Cool. No worries. Okay. Thank In in you. the future, like, do you guys normally just send a follow-up email, and do you normally call with something that's only two days late? Yeah. Actually, we've sent the email yesterday as well. However To a day? no. Yesterday. Yeah. Yeah. So I know this isn't your policy. I'm not angry with you at all.","start_word":161,"end_word":226,"sentiment":"neutral","sentiment_score":-0.01671762205660343},{"text":"But it's unusual to follow-up with a phone call so quickly after something.","start_word":227,"end_word":239,"sentiment":"negative","sentiment_score":-0.34683704376220703},{"text":"Like, normally normally, providers give Oh, more than a day. I understand. That's all. So if it's not convenient for you to do a follow-up call, we'll go ahead and take note of this. We'll just send a follow-up through email. Okay? That would be Yeah. fine. At Yeah. least you Yeah. you tell us. Yeah. It's just that because it comes up as an unknown number. I Mhmm. it's it's like, I almost didn't answer. So, like, just Oh. for your sake. Yeah. Like, otherwise, it would just be, like, missed calls, and you'll be trying to call someone when, you know, Oh. an I email. understand. I just simply haven't checked my emails in the last twenty four hours. That's all. Yeah. That's the reason why we've tried to follow-up through phone call if we did not receive any response from Yeah. email that Yeah. we sent. Because some customers are not really checking their emails on a regular basis. Reason why we tried to call. But on your end, that would be fine. Moving forward, we'll just send you the email follow-up, and then we'll wait for your response. Because Alright. our management is asking us to give the customer a call if we did not receive any update or response. Okay. Cool. Alright.","start_word":240,"end_word":456,"sentiment":"neutral","sentiment_score":-0.11574974656105042},{"text":"Thank you so much. Thank you, Holly. Have a good Okay. one, and be safe.","start_word":457,"end_word":471,"sentiment":"positive","sentiment_score":0.5394165515899658},{"text":"You too. Bye bye. Mhmm. Bye. Bye.","start_word":472,"end_word":478,"sentiment":"neutral","sentiment_score":0.12644042447209358}],"average":{"sentiment":"neutral","sentiment_score":-0.032414861536897856}}}}