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morning. Thank you so much for calling your Total Accounts. How may I help you today? Hi. Nice to have you on the line a little bit.\n\nLet me just pull up your account here. Please verify your phone number. Okay. Thank you so much. And I'm speaking to Lavette Singh Mula.\n\nCorrect? Thank you. How may I help you today? Yes. When you process initially process the payment through the ANZ portal, our new payment platform.\n\nYour card number has been saved. So the reason why when we activated the automatic payment or direct debit, your account was included. Do you want to delete your card details? That would be fine with us. That there's no problem with that.\n\nOkay. Sure. Let me go ahead and check this out for you. Okay? Just give me a minute or two.\n\nThank you so much for patiently waiting, La'Mise. So there we go. The card captured has been deleted as you requested. So moving forward by May, it should not be automatically processed. You should be the one who will manually process your payment through our a and z portal.\n\nOkay? Alright. And anything else that I may help you today? Alright. You're most welcome.\n\nIt's my pleasure to talk to you today, and thank you for calling. Have a good one, and be safe. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.64,"end":1.36,"sentiment":"positive","sentiment_score":0.39131535589694977},{"text":"Thank you so much for calling your Total Accounts.","start":1.36,"end":3.6,"sentiment":"positive","sentiment_score":0.6659859816233317},{"text":"How may I help you today?","start":3.6,"end":4.9,"sentiment":"positive","sentiment_score":0.5362352877855301},{"text":"Hi.","start":9.5199995,"end":9.92,"sentiment":"neutral","sentiment_score":0.15802307426929474},{"text":"Nice to have you on the line a little bit.","start":9.92,"end":11.679999,"sentiment":"positive","sentiment_score":0.41815481185913084}],"sentiment":"positive","sentiment_score":0.5119102666420596,"num_words":28,"start":0.64,"end":11.679999},{"sentences":[{"text":"Let me just pull up your account here.","start":11.679999,"end":13.86,"sentiment":"neutral","sentiment_score":0.12993359379470348},{"text":"Please verify your phone 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My name is Logmeet. Yeah. It's 0470667569. That's correct. I just want to know that from last two months, the Airtel has been deducting direct debit payments from my account, which I had never authorized or never gave the permission to do the direct debit. So I want to know what's happening. Is it because of the new system or someone has by mistakenly done that? Yes, please. Yeah. Yes, please. Yeah. Yes. Yeah. Yeah. It should be fine. No. That's all. Thank you. You too. Bye 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My name is Logmeet. Yeah. It's 0470667569. That's correct.\n\nI just want to know that from last two months, the Airtel has been deducting direct debit payments from my account, which I had never authorized or never gave the permission to do the direct debit. So I want to know what's happening. Is it because of the new system or someone has by mistakenly done that? Yes, please. Yeah.\n\nYes, please. Yeah. Yes. Yeah. Yeah.\n\nIt should be fine. No. That's all. Thank you. You too.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.8399997,"end":6.0,"sentiment":"neutral","sentiment_score":0.05589485913515091},{"text":"My name is Logmeet.","start":6.0,"end":7.06,"sentiment":"neutral","sentiment_score":0.047372883185744286},{"text":"Yeah.","start":18.895,"end":19.135,"sentiment":"neutral","sentiment_score":0.03571469336748123},{"text":"It's 0470667569.","start":19.135,"end":23.235,"sentiment":"neutral","sentiment_score":0.04226675257086754},{"text":"That's correct.","start":28.67,"end":29.490002,"sentiment":"neutral","sentiment_score":0.1276535429060459}],"sentiment":"neutral","sentiment_score":0.062094167619943616,"num_words":10,"start":5.8399997,"end":29.490002},{"sentences":[{"text":"I just want to know that from last two months, the Airtel has been deducting direct debit payments from my account, which I had never authorized or never gave the permission to do the direct debit.","start":33.07,"end":47.434998,"sentiment":"neutral","sentiment_score":-0.25693792870475185},{"text":"So I want to know what's happening.","start":47.434998,"end":49.135,"sentiment":"neutral","sentiment_score":-0.19850568899086543},{"text":"Is it because of the new system or someone has by mistakenly done that?","start":49.195,"end":54.530003,"sentiment":"neutral","sentiment_score":-0.19987981234278},{"text":"Yes, please.","start":75.085,"end":75.905,"sentiment":"neutral","sentiment_score":0.0531868115067482},{"text":"Yeah.","start":76.445,"end":76.765,"sentiment":"neutral","sentiment_score":0.05205502361059189}],"sentiment":"neutral","sentiment_score":-0.22131989970803262,"num_words":60,"start":33.07,"end":76.765},{"sentences":[{"text":"Yes, please.","start":76.765,"end":77.46,"sentiment":"neutral","sentiment_score":0.10215062648057938},{"text":"Yeah.","start":79.22,"end":79.72,"sentiment":"neutral","sentiment_score":0.09873265027999878},{"text":"Yes.","start":230.59,"end":231.09,"sentiment":"neutral","sentiment_score":0.06532895565032959},{"text":"Yeah.","start":248.205,"end":248.445,"sentiment":"neutral","sentiment_score":0.02567114681005478},{"text":"Yeah.","start":248.445,"end":248.60501,"sentiment":"neutral","sentiment_score":0.05845450609922409}],"sentiment":"neutral","sentiment_score":0.07541475196679433,"num_words":6,"start":76.765,"end":248.60501},{"sentences":[{"text":"It should be fine.","start":248.60501,"end":249.66501,"sentiment":"neutral","sentiment_score":0.12320771254599094},{"text":"No.","start":253.40501,"end":253.645,"sentiment":"neutral","sentiment_score":0.02098156325519085},{"text":"That's all.","start":253.645,"end":254.205,"sentiment":"neutral","sentiment_score":0.05063299462199211},{"text":"Thank you.","start":254.205,"end":254.945,"sentiment":"neutral","sentiment_score":0.22642721980810165},{"text":"You too.","start":261.56888,"end":261.96887,"sentiment":"neutral","sentiment_score":0.2566148191690445}],"sentiment":"neutral","sentiment_score":0.14374204369431193,"num_words":11,"start":248.60501,"end":261.96887},{"sentences":[{"text":"Bye bye.","start":261.96887,"end":262.7089,"sentiment":"neutral","sentiment_score":0.20012418925762177}],"sentiment":"neutral","sentiment_score":0.20012418925762177,"num_words":2,"start":261.96887,"end":262.7089}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning. Thank you so much for calling your Total Accounts. How may I help you today?\n\nChannel 1: Hi. My name is Logmeet.\n\nChannel 0: Hi. Nice to have you on the line a little bit. Let me just pull up your account here. Please verify your phone number.\n\nChannel 1: Yeah. It's 0470667569.\n\nChannel 0: Okay. Thank you so much. And I'm speaking to Lavette Singh Mula. Correct?\n\nChannel 1: That's correct.\n\nChannel 0: Thank you. How may I help you today?\n\nChannel 1: I just want to know that from last two months, the Airtel has been deducting direct debit payments from my account, which I had never authorized or never gave the permission to do the direct debit. So I want to know what's happening. Is it because of the new system or someone\n\nChannel 0: Yes.\n\nChannel 1: has by mistakenly done that?\n\nChannel 0: When you process initially process the payment through the ANZ portal, our new payment platform. Your card number has been saved. So the reason why when we activated the automatic payment or direct debit, your account was included. Do you want to delete your card details? That would\n\nChannel 1: Yes,\n\nChannel 0: be fine\n\nChannel 1: please.\n\nChannel 0: with us. That\n\nChannel 1: Yeah. Yes, please.\n\nChannel 0: there's no problem with that.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Sure. Let me go ahead and check this out for you. Okay? Just give me a minute or two.\n\nThank you so much for patiently waiting, La'Mise. So there\n\nChannel 1: Yes.\n\nChannel 0: we go. The card captured has been deleted as you requested. So moving forward by May, it should not be automatically processed. You should be the one who will manually process your payment through our a and z portal. Okay?\n\nChannel 1: Yeah. Yeah. It should be fine.\n\nChannel 0: Alright. And anything else that I may help you today?\n\nChannel 1: No. That's all. Thank you.\n\nChannel 0: Alright. You're most welcome. It's my pleasure to talk to you today, and thank you for calling. Have a good one, and be safe.\n\nChannel 1: You too. Bye bye.\n\nChannel 0: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.64,"end":1.36,"sentiment":"positive","sentiment_score":0.39131535589694977},{"text":"Thank you so much for calling your Total Accounts.","start":1.36,"end":3.6,"sentiment":"positive","sentiment_score":0.6659859816233317},{"text":"How may I help you today?","start":3.6,"end":4.9,"sentiment":"positive","sentiment_score":0.5362352877855301}],"sentiment":"positive","sentiment_score":0.5878774278304156,"channel":0,"num_words":17,"start":0.64,"end":4.9},{"sentences":[{"text":"Hi.","start":5.8399997,"end":6.0,"sentiment":"neutral","sentiment_score":0.05589485913515091},{"text":"My name is Logmeet.","start":6.0,"end":7.06,"sentiment":"neutral","sentiment_score":0.047372883185744286}],"sentiment":"neutral","sentiment_score":0.04907727837562561,"channel":1,"num_words":5,"start":5.8399997,"end":7.06},{"sentences":[{"text":"Hi.","start":9.5199995,"end":9.92,"sentiment":"neutral","sentiment_score":0.15802307426929474},{"text":"Nice 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happening.","start":47.434998,"end":49.135,"sentiment":"neutral","sentiment_score":-0.19850568899086543},{"text":"Is it because of the new system or someone","start":49.195,"end":52.13,"sentiment":"neutral","sentiment_score":-0.2078951961464352}],"sentiment":"neutral","sentiment_score":-0.2405838850312508,"channel":1,"num_words":52,"start":33.07,"end":52.13},{"sentences":[{"text":"Yes.","start":51.735,"end":52.235,"sentiment":"neutral","sentiment_score":-0.160739928483963}],"sentiment":"neutral","sentiment_score":-0.160739928483963,"channel":0,"num_words":1,"start":51.735,"end":52.235},{"sentences":[{"text":"has by mistakenly done that?","start":52.190002,"end":54.530003,"sentiment":"neutral","sentiment_score":-0.18545212149620055}],"sentiment":"neutral","sentiment_score":-0.18545212149620055,"channel":1,"num_words":5,"start":52.190002,"end":54.530003},{"sentences":[{"text":"When you process initially process the payment through the ANZ portal, our new payment 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would","start":74.64,"end":75.119995,"sentiment":"neutral","sentiment_score":-0.012320097535848618}],"sentiment":"neutral","sentiment_score":-0.11084563735251625,"channel":0,"num_words":48,"start":54.695,"end":75.119995},{"sentences":[{"text":"Yes,","start":75.085,"end":75.405,"sentiment":"neutral","sentiment_score":0.039263807237148285}],"sentiment":"neutral","sentiment_score":0.039263807237148285,"channel":1,"num_words":1,"start":75.085,"end":75.405},{"sentences":[{"text":"be fine","start":75.119995,"end":75.6,"sentiment":"neutral","sentiment_score":0.03160516917705536}],"sentiment":"neutral","sentiment_score":0.03160516917705536,"channel":0,"num_words":2,"start":75.119995,"end":75.6},{"sentences":[{"text":"please.","start":75.405,"end":75.905,"sentiment":"neutral","sentiment_score":0.06710981577634811}],"sentiment":"neutral","sentiment_score":0.06710981577634811,"channel":1,"num_words":1,"start":75.405,"end":75.905},{"sentences":[{"text":"with us.","start":75.6,"end":76.245,"sentiment":"neutral","sentiment_score":0.031839643605053425},{"text":"That","start":76.245,"end":76.718895,"sentiment":"neutral","sentiment_score":0.04393874108791351}],"sentiment":"neutral","sentiment_score":0.03587267609934012,"channel":0,"num_words":3,"start":75.6,"end":76.718895},{"sentences":[{"text":"Yeah.","start":76.445,"end":76.765,"sentiment":"neutral","sentiment_score":0.05205502361059189},{"text":"Yes, please.","start":76.765,"end":77.46,"sentiment":"neutral","sentiment_score":0.10215062648057938}],"sentiment":"neutral","sentiment_score":0.08545209219058354,"channel":1,"num_words":3,"start":76.445,"end":77.46},{"sentences":[{"text":"there's no problem with that.","start":77.19278,"end":79.562225,"sentiment":"neutral","sentiment_score":0.1357218101620674}],"sentiment":"neutral","sentiment_score":0.1357218101620674,"channel":0,"num_words":5,"start":77.19278,"end":79.562225},{"sentences":[{"text":"Yeah.","start":79.22,"end":79.72,"sentiment":"neutral","sentiment_score":0.09873265027999878}],"sentiment":"neutral","sentiment_score":0.09873265027999878,"channel":1,"num_words":1,"start":79.22,"end":79.72},{"sentences":[{"text":"Okay.","start":79.562225,"end":80.03611,"sentiment":"neutral","sentiment_score":0.09735891222953796},{"text":"Sure.","start":80.03611,"end":80.51,"sentiment":"neutral","sentiment_score":0.11972182989120483},{"text":"Let me go ahead and check this out for you.","start":80.51,"end":85.248886,"sentiment":"neutral","sentiment_score":0.1264505609869957},{"text":"Okay?","start":85.248886,"end":85.72278,"sentiment":"neutral","sentiment_score":0.07224629819393158},{"text":"Just give me a minute or 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been deleted as you requested.","start":231.555,"end":235.255,"sentiment":"neutral","sentiment_score":-0.09028413312302695},{"text":"So moving forward by May, it should not be automatically processed.","start":235.715,"end":241.36,"sentiment":"neutral","sentiment_score":-0.1300832690163092},{"text":"You should be the one who will manually process your payment through our a and z portal.","start":241.82,"end":247.82,"sentiment":"neutral","sentiment_score":-0.037983362398603386},{"text":"Okay?","start":247.82,"end":248.32,"sentiment":"neutral","sentiment_score":0.007264155894517899}],"sentiment":"neutral","sentiment_score":-0.0681765345390886,"channel":0,"num_words":40,"start":230.675,"end":248.32},{"sentences":[{"text":"Yeah.","start":248.205,"end":248.445,"sentiment":"neutral","sentiment_score":0.02567114681005478},{"text":"Yeah.","start":248.445,"end":248.60501,"sentiment":"neutral","sentiment_score":0.05845450609922409},{"text":"It should be 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you.","start":254.205,"end":254.945,"sentiment":"neutral","sentiment_score":0.22642721980810165}],"sentiment":"neutral","sentiment_score":0.11502039842307568,"channel":1,"num_words":5,"start":253.40501,"end":254.945},{"sentences":[{"text":"Alright.","start":254.805,"end":255.285,"sentiment":"neutral","sentiment_score":0.26368075609207153},{"text":"You're most welcome.","start":255.285,"end":256.325,"sentiment":"positive","sentiment_score":0.46464916070302326},{"text":"It's my pleasure to talk to you today, and thank you for calling.","start":256.325,"end":259.525,"sentiment":"positive","sentiment_score":0.6432265455906208},{"text":"Have a good one, and be safe.","start":259.525,"end":261.225,"sentiment":"positive","sentiment_score":0.5500944427081517}],"sentiment":"positive","sentiment_score":0.5779264345765114,"channel":0,"num_words":24,"start":254.805,"end":261.225},{"sentences":[{"text":"You too.","start":261.56888,"end":261.96887,"sentiment":"neutral","sentiment_score":0.2566148191690445},{"text":"Bye bye.","start":261.96887,"end":262.7089,"sentiment":"neutral","sentiment_score":0.20012418925762177}],"sentiment":"neutral","sentiment_score":0.22836950421333313,"channel":1,"num_words":4,"start":261.56888,"end":262.7089},{"sentences":[{"text":"Thank you.","start":262.565,"end":263.205,"sentiment":"positive","sentiment_score":0.3439624160528183},{"text":"Bye.","start":263.205,"end":263.705,"sentiment":"neutral","sentiment_score":0.13813002407550812}],"sentiment":"neutral","sentiment_score":0.2753516187270482,"channel":0,"num_words":3,"start":262.565,"end":263.705}]},"summary":{"result":"success","short":"The customer, Lavette Singh Mula, called the representative, Logmeet, to inquire about her Airtel deduction from her account. Logmeet confirms that the card has been deleted and explains that the automatic payment will be manually processed when the new payment platform is activated in May. The customer is advised to manually process her payment through the ANZ portal and asked if there is anything else she needs help with."},"intents":{"segments":[{"text":"My name is Logmeet. Hi. Nice to have you on the line a little bit. Let me just pull up your account here. Please verify your phone number. Yeah.","start_word":18,"end_word":46,"intents":[{"intent":"Verify information","confidence_score":0.011378392}]},{"text":"When you process initially process the payment through the ANZ portal, our new payment platform. Your card number has been saved. So the reason why when we activated the automatic payment or direct debit, your account was included. Do you want to delete your card details?","start_word":130,"end_word":175,"intents":[{"intent":"Process payment","confidence_score":0.10100758}]},{"text":"Do you want to delete your card details?","start_word":168,"end_word":175,"intents":[{"intent":"Check card details","confidence_score":0.00066403195}]},{"text":"And anything else that I may help you today?","start_word":272,"end_word":280,"intents":[{"intent":"Provide assistance","confidence_score":0.026901932}]},{"text":"And anything else that I may help you today? No. That's all.","start_word":272,"end_word":283,"intents":[{"intent":"End call","confidence_score":0.33981276}]}]},"sentiments":{"segments":[{"text":"Good morning. Thank you so much for calling your Total Accounts. How may I help you today?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.5804495215415955},{"text":"Hi. My name is Logmeet. Hi.","start_word":17,"end_word":22,"sentiment":"neutral","sentiment_score":0.0733567625284195},{"text":"Nice to have you on the line a little bit.","start_word":23,"end_word":32,"sentiment":"positive","sentiment_score":0.411279022693634},{"text":"Let me just pull up your account here. Please verify your phone number. Yeah. It's 0470667569. Okay.","start_word":33,"end_word":49,"sentiment":"neutral","sentiment_score":0.08407751470804214},{"text":"Thank you so much.","start_word":50,"end_word":53,"sentiment":"positive","sentiment_score":0.4689972996711731},{"text":"And I'm speaking to Lavette Singh Mula. Correct? That's correct.","start_word":54,"end_word":63,"sentiment":"neutral","sentiment_score":0.11010604351758956},{"text":"Thank you.","start_word":64,"end_word":65,"sentiment":"positive","sentiment_score":0.3946002423763275},{"text":"How may I help you today? I just want to know that from last two months, the Airtel has been deducting direct debit payments from my account, which I had never authorized or never gave the permission to do the direct debit. So I want to know what's happening. Is it because of the new system or someone Yes. has by mistakenly done that? When you process initially process the payment through the ANZ portal, our new payment platform. Your card number has been saved. So the reason why when we activated the automatic payment or direct debit, your account was included. Do you want to delete your card details? That would Yes, be fine please. with us. That Yeah. Yes, please. there's no problem with that. Yeah. Okay. Sure. Let me go ahead and check this out for you. Okay? Just give me a minute or two. Thank you so much for patiently waiting, La'Mise. So there Yes. we go. The card captured has been deleted as you requested. So moving forward by May, it should not be automatically processed. You should be the one who will manually process your payment through our a and z portal. Okay? Yeah. Yeah. It should be fine. Alright. And anything else that I may help you today? No. That's all. Thank you. Alright.","start_word":66,"end_word":286,"sentiment":"neutral","sentiment_score":-0.0353676974773407},{"text":"You're most welcome. It's my pleasure to talk to you today, and thank you for calling. Have a good one, and be safe.","start_word":287,"end_word":309,"sentiment":"positive","sentiment_score":0.572465181350708},{"text":"You too. Bye bye.","start_word":310,"end_word":313,"sentiment":"neutral","sentiment_score":0.22124585509300232},{"text":"Thank you.","start_word":314,"end_word":315,"sentiment":"positive","sentiment_score":0.3395058512687683},{"text":"Bye.","start_word":316,"end_word":316,"sentiment":"neutral","sentiment_score":0.1836690753698349}],"average":{"sentiment":"neutral","sentiment_score":0.08685183143179258}}}}