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Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal? Uh-uh. Okay. Mm-mm. Okay. Sure. Sure. So while I have you on the line, let me just go ahead and forward the email and then clearly indicate your password. Okay? One moment here. Let me just grab your password. Just bear with me. Password. One moment, please. Let me just put here the password. And you have an option as well to change it through the profile. One moment. It's almost done. I'm about to send it. Just trying to we've provided you the password. It's system generated. So yeah. Okay. Alright. It's sent out including the password. Then I'll be on the line while you are trying to go to your customer portal to make sure I can provide you real time assistance if you need it. Alright. So try to do this first. Just go to the link, copy and paste the link. And first thing first, have you received my email now? Okay. Oh, okay. Got it. So I just used the one that I sent, the username, sets of numbers, and then password. Better to copy and paste it. Mhmm. Mm-mm. Mm-mm. Yes. That's correct. Username, it's still the same. And then your password, it could be changed from your profile section if you prefer to. Yes. Yeah. Correct. Mhmm. Okay. Surely. Surely. One moment. I'll just go back to the payment page. So today, we will be processing $79.95 for your March invoice. Are you going to use your Visa or your Mastercard? Visa card. Okay. Thank you. Let me just select Visa. It's loading now. Visa. Visa. Okay. May I have the card number, please? Okay. 4072 two 090 1402 6894. Thank you. Expiration date, please? 11/26. Okay. Security code, please? 480. Thank you. And the name as to the person on your card is Judy Matthew? Okay. Thank you. Let me put here. Alright. And have you received the text message? If you do so, please kindly state the one time code so you can authorize the payment. I should enter it on my end. Yes. Yes. I'll be needing to enter it on the system so the payment could go through. Four thank you. 407568. Alright. Thank you. It's validating the code now. And there we go, miss Judy. Your March payment has been successfully processed. And then, also, you will receive your payment receipt shortly to your email address, okay, for your reference. Mm-mm. Mhmm. Yes. I can go ahead and send you. However, I can also see on here that your plan is under what we call super standard fifty twenty MBPS. So, basically, the upload or the download is 50 and the upload is 20. You are in twenty, fifty, 20 MBPS. But if you wish to, I can send you the details through your email for your reference. Mm-mm. Yeah. Surely. Surely. Just check your email to your inbox on spam folder. You will be getting two emails, your payment receipt and the copy of your, Internet plan for your future reference as well. Mhmm. Supa standard fifty twenty. Yes. We're sending a a text through our system. Mhmm. That's right. Let me check on my end here. Okay. So the most recent you received was the username and password. Right? Okay. Thank you. So, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt. They'll have it sent to you. Yeah. And then oh, I'm sorry. Go ahead. Yes. Yes. Correct. We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address. Mhmm. Mhmm. It's my pleasure, Judy. And I do hope you do have a great day ahead. Please be safe always. If you need any assistance, just let us know and we are happy to assist. Okay? Okay. Thank you. Thank you so much. 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Good afternoon. Thank you so much for calling your toll account. How may I help you today? Yes.\n\nI'm speaking to Judy? Okay. Sure. Sure. Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal?\n\nUh-uh. Okay. Mm-mm. Okay. Sure.\n\nSure. So while I have you on the line, let me just go ahead and forward the email and then clearly indicate your password. Okay? One moment here. Let me just grab your password.\n\nJust bear with me. Password. One moment, please. Let me just put here the password. And you have an option as well to change it through the profile.\n\nOne moment. It's almost done. I'm about to send it. Just trying to we've provided you the password. It's system generated.\n\nSo yeah. Okay. Alright. It's sent out including the password. Then I'll be on the line while you are trying to go to your customer portal to make sure I can provide you real time assistance if you need it.\n\nAlright. So try to do this first. Just go to the link, copy and paste the link. And first thing first, have you received my email now? Okay.\n\nOh, okay. Got it. So I just used the one that I sent, the username, sets of numbers, and then password. Better to copy and paste it. Mhmm.\n\nMm-mm. Mm-mm. Yes. That's correct. Username, it's still the same.\n\nAnd then your password, it could be changed from your profile section if you prefer to. Yes. Yeah. Correct. Mhmm.\n\nOkay. Surely. Surely. One moment. I'll just go back to the payment page.\n\nSo today, we will be processing $79.95 for your March invoice. Are you going to use your Visa or your Mastercard? Visa card. Okay. Thank you.\n\nLet me just select Visa. It's loading now. Visa. Visa. Okay.\n\nMay I have the card number, please? Okay. 4072 two 090 1402 6894. Thank you. Expiration date, please?\n\n11/26. Okay. Security code, please? 480. Thank you.\n\nAnd the name as to the person on your card is Judy Matthew? Okay. Thank you. Let me put here. Alright.\n\nAnd have you received the text message? If you do so, please kindly state the one time code so you can authorize the payment. I should enter it on my end. Yes. Yes.\n\nI'll be needing to enter it on the system so the payment could go through. Four thank you. 407568. Alright. Thank you.\n\nIt's validating the code now. And there we go, miss Judy. Your March payment has been successfully processed. And then, also, you will receive your payment receipt shortly to your email address, okay, for your reference. Mm-mm.\n\nMhmm. Yes. I can go ahead and send you. However, I can also see on here that your plan is under what we call super standard fifty twenty MBPS. So, basically, the upload or the download is 50 and the upload is 20.\n\nYou are in twenty, fifty, 20 MBPS. But if you wish to, I can send you the details through your email for your reference. Mm-mm. Yeah. Surely.\n\nSurely. Just check your email to your inbox on spam folder. You will be getting two emails, your payment receipt and the copy of your, Internet plan for your future reference as well. Mhmm. Supa standard fifty twenty.\n\nYes. We're sending a a text through our system. Mhmm. That's right. Let me check on my end here.\n\nOkay. So the most recent you received was the username and password. Right? Okay. Thank you.\n\nSo, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt. They'll have it sent to you. Yeah. And then oh, I'm sorry. Go ahead.\n\nYes. Yes. Correct. We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address. Mhmm.\n\nMhmm. It's my pleasure, Judy. And I do hope you do have a great day ahead. Please be safe always. If you need any assistance, just let us know and we are happy to assist.\n\nOkay? Okay. Thank you. Thank you so much. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.3999999,"end":2.72,"sentiment":"positive","sentiment_score":0.3854401111602783},{"text":"Good afternoon.","start":2.72,"end":3.46,"sentiment":"positive","sentiment_score":0.5723922848701477},{"text":"Thank you so much for calling your toll account.","start":3.52,"end":5.68,"sentiment":"positive","sentiment_score":0.7848267091645135},{"text":"How may I help you today?","start":5.68,"end":6.98,"sentiment":"positive","sentiment_score":0.6384038428465525},{"text":"Yes.","start":10.639999,"end":11.12,"sentiment":"neutral","sentiment_score":0.03777163848280907}],"sentiment":"positive","sentiment_score":0.6558873557338589,"num_words":19,"start":2.3999999,"end":11.12},{"sentences":[{"text":"I'm speaking to 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it.","start":143.51,"end":151.53,"sentiment":"neutral","sentiment_score":0.11076828626294931}],"sentiment":"neutral","sentiment_score":0.10242224279791116,"num_words":40,"start":131.22499,"end":151.53},{"sentences":[{"text":"Alright.","start":202.94,"end":203.34,"sentiment":"neutral","sentiment_score":0.014310616999864578},{"text":"So try to do this first.","start":203.34,"end":205.84,"sentiment":"neutral","sentiment_score":0.04499172978103161},{"text":"Just go to the link, copy and paste the link.","start":205.9,"end":209.28,"sentiment":"neutral","sentiment_score":0.06884513422846794},{"text":"And first thing first, have you received my email now?","start":209.66,"end":215.44,"sentiment":"neutral","sentiment_score":0.03675653636455536},{"text":"Okay.","start":218.27501,"end":218.77501,"sentiment":"neutral","sentiment_score":0.011585407890379429}],"sentiment":"neutral","sentiment_score":0.04828082533952381,"num_words":28,"start":202.94,"end":218.77501},{"sentences":[{"text":"Oh, okay.","start":263.37,"end":264.17,"sentiment":"neutral","sentiment_score":-0.03807154670357704},{"text":"Got it.","start":264.17,"end":264.83002,"sentiment":"neutral","sentiment_score":-0.015765279531478882},{"text":"So I just used the one that I sent, the username, sets of numbers, and then password.","start":264.89,"end":271.63,"sentiment":"neutral","sentiment_score":0.009912169593222001},{"text":"Better to copy and paste it.","start":273.05,"end":275.15,"sentiment":"neutral","sentiment_score":0.010721389514704546},{"text":"Mhmm.","start":286.04498,"end":286.54498,"sentiment":"neutral","sentiment_score":0.02097664587199688}],"sentiment":"neutral","sentiment_score":0.005219221913388797,"num_words":28,"start":263.37,"end":286.54498},{"sentences":[{"text":"Mm-mm.","start":286.60498,"end":287.10498,"sentiment":"neutral","sentiment_score":0.0364425852894783},{"text":"Mm-mm.","start":287.72498,"end":288.22498,"sentiment":"neutral","sentiment_score":0.03892252594232559},{"text":"Yes.","start":290.00998,"end":290.33,"sentiment":"neutral","sentiment_score":0.16025123000144958},{"text":"That's correct.","start":290.33,"end":291.15,"sentiment":"neutral","sentiment_score":0.23815405368804932},{"text":"Username, it's still the same.","start":291.21,"end":292.97,"sentiment":"neutral","sentiment_score":0.17748819887638093}],"sentiment":"neutral","sentiment_score":0.15993654429912568,"num_words":10,"start":286.60498,"end":292.97},{"sentences":[{"text":"And then your password, it could be changed from your profile section if you prefer to.","start":292.97,"end":300.11,"sentiment":"neutral","sentiment_score":0.12898649368435144},{"text":"Yes.","start":315.975,"end":316.475,"sentiment":"neutral","sentiment_score":-0.030087368562817577},{"text":"Yeah.","start":317.255,"end":317.575,"sentiment":"neutral","sentiment_score":-0.05475550889968872},{"text":"Correct.","start":317.575,"end":318.075,"sentiment":"neutral","sentiment_score":-0.10043872892856598},{"text":"Mhmm.","start":327.06,"end":327.56,"sentiment":"neutral","sentiment_score":-0.1726168394088745}],"sentiment":"neutral","sentiment_score":0.08529427265748382,"num_words":20,"start":292.97,"end":327.56},{"sentences":[{"text":"Okay.","start":338.185,"end":338.685,"sentiment":"neutral","sentiment_score":0.06789058446884155},{"text":"Surely.","start":338.825,"end":339.325,"sentiment":"neutral","sentiment_score":0.05429109185934067},{"text":"Surely.","start":339.465,"end":339.965,"sentiment":"neutral","sentiment_score":0.06872214376926422},{"text":"One moment.","start":340.025,"end":340.505,"sentiment":"neutral","sentiment_score":0.09702804684638976},{"text":"I'll just go back to the payment page.","start":340.505,"end":342.845,"sentiment":"neutral","sentiment_score":0.08162438776344061}],"sentiment":"neutral","sentiment_score":0.07984269353059623,"num_words":13,"start":338.185,"end":342.845},{"sentences":[{"text":"So today, we will be processing $79.95 for your March invoice.","start":343.065,"end":350.11002,"sentiment":"neutral","sentiment_score":0.18912567333741623},{"text":"Are you going to use your Visa or your Mastercard?","start":350.57,"end":354.27002,"sentiment":"neutral","sentiment_score":0.06274962648749352},{"text":"Visa card.","start":357.37,"end":358.17,"sentiment":"neutral","sentiment_score":0.2770162895321846},{"text":"Okay.","start":358.17,"end":358.67,"sentiment":"neutral","sentiment_score":0.3081636428833008},{"text":"Thank you.","start":358.81,"end":359.71,"sentiment":"positive","sentiment_score":0.4692092388868332}],"sentiment":"neutral","sentiment_score":0.17340359120414808,"num_words":26,"start":343.065,"end":359.71},{"sentences":[{"text":"Let me just select Visa.","start":359.85,"end":362.935,"sentiment":"neutral","sentiment_score":0.29011831879615785},{"text":"It's loading now.","start":363.875,"end":365.335,"sentiment":"neutral","sentiment_score":0.2900559902191162},{"text":"Visa.","start":367.235,"end":367.735,"sentiment":"neutral","sentiment_score":0.14126405119895935},{"text":"Visa.","start":369.395,"end":369.895,"sentiment":"neutral","sentiment_score":0.10968953371047974},{"text":"Okay.","start":370.035,"end":370.535,"sentiment":"neutral","sentiment_score":0.07343699038028717}],"sentiment":"neutral","sentiment_score":0.24046819453889673,"num_words":11,"start":359.85,"end":370.535},{"sentences":[{"text":"May I have the card number, please?","start":370.675,"end":372.855,"sentiment":"neutral","sentiment_score":0.06557299782122884},{"text":"Okay.","start":384.66,"end":385.14,"sentiment":"neutral","sentiment_score":0.02256190590560436},{"text":"4072 two 090 1402 6894.","start":385.14,"end":406.465,"sentiment":"neutral","sentiment_score":0.02768263965845108},{"text":"Thank you.","start":406.525,"end":407.345,"sentiment":"neutral","sentiment_score":0.2138896882534027},{"text":"Expiration date, please?","start":407.485,"end":409.025,"sentiment":"neutral","sentiment_score":-0.004384294773141543}],"sentiment":"neutral","sentiment_score":0.05747847672965792,"num_words":18,"start":370.675,"end":409.025},{"sentences":[{"text":"11/26.","start":412.61002,"end":414.23,"sentiment":"neutral","sentiment_score":-0.0015987390652298927},{"text":"Okay.","start":414.45,"end":414.95,"sentiment":"neutral","sentiment_score":0.009425664320588112},{"text":"Security code, please?","start":416.05002,"end":417.35,"sentiment":"neutral","sentiment_score":0.00025554249684015906},{"text":"480.","start":422.77002,"end":423.99002,"sentiment":"neutral","sentiment_score":0.017735345289111137},{"text":"Thank you.","start":424.955,"end":425.595,"sentiment":"neutral","sentiment_score":0.27612733840942383}],"sentiment":"neutral","sentiment_score":0.07232294685672969,"num_words":8,"start":412.61002,"end":425.595},{"sentences":[{"text":"And the name as to the person on your card is Judy Matthew?","start":425.595,"end":429.69498,"sentiment":"neutral","sentiment_score":0.11564026314478654},{"text":"Okay.","start":433.675,"end":434.155,"sentiment":"neutral","sentiment_score":0.206549808382988},{"text":"Thank you.","start":434.155,"end":434.97498,"sentiment":"positive","sentiment_score":0.35066771507263184},{"text":"Let me put here.","start":435.03497,"end":436.335,"sentiment":"neutral","sentiment_score":0.16836382448673248},{"text":"Alright.","start":438.42,"end":438.92,"sentiment":"neutral","sentiment_score":0.11585035175085068}],"sentiment":"neutral","sentiment_score":0.15240544329086939,"num_words":21,"start":425.595,"end":438.92},{"sentences":[{"text":"And have you received the text message?","start":460.875,"end":463.13498,"sentiment":"neutral","sentiment_score":0.08458214466060911},{"text":"If you do so, please kindly state the one time code so you can authorize the payment.","start":463.88998,"end":470.38998,"sentiment":"neutral","sentiment_score":0.12709906872581034},{"text":"I should enter it on my end.","start":470.77,"end":472.63,"sentiment":"neutral","sentiment_score":0.12682790947811945},{"text":"Yes.","start":491.285,"end":491.785,"sentiment":"neutral","sentiment_score":0.04142993688583374},{"text":"Yes.","start":498.72,"end":499.2,"sentiment":"neutral","sentiment_score":-0.01705334335565567}],"sentiment":"neutral","sentiment_score":0.11105851941939557,"num_words":33,"start":460.875,"end":499.2},{"sentences":[{"text":"I'll be needing to enter it on the system so the payment could go through.","start":499.2,"end":504.42,"sentiment":"neutral","sentiment_score":0.01229396928101778},{"text":"Four thank you.","start":512.21497,"end":517.435,"sentiment":"neutral","sentiment_score":0.33235983550548553},{"text":"407568.","start":517.495,"end":520.97003,"sentiment":"neutral","sentiment_score":0.15459388494491577},{"text":"Alright.","start":522.47003,"end":522.97003,"sentiment":"positive","sentiment_score":0.46467673778533936},{"text":"Thank you.","start":523.03,"end":523.77,"sentiment":"positive","sentiment_score":0.7073681354522705}],"sentiment":"neutral","sentiment_score":0.1461589063348418,"num_words":22,"start":499.2,"end":523.77},{"sentences":[{"text":"It's validating the code now.","start":525.03,"end":527.61005,"sentiment":"positive","sentiment_score":0.6057727694511413},{"text":"And there we go, miss Judy.","start":527.75,"end":529.45,"sentiment":"positive","sentiment_score":0.5598804652690887},{"text":"Your March payment has been successfully processed.","start":529.99,"end":532.97003,"sentiment":"positive","sentiment_score":0.7639741046088082},{"text":"And then, also, you will receive your payment receipt shortly to your email address, okay, for your reference.","start":533.90497,"end":542.085,"sentiment":"positive","sentiment_score":0.34087319216794437},{"text":"Mm-mm.","start":549.15,"end":549.65,"sentiment":"neutral","sentiment_score":-0.04278220608830452}],"sentiment":"positive","sentiment_score":0.4818621790288268,"num_words":37,"start":525.03,"end":549.65},{"sentences":[{"text":"Mhmm.","start":559.47003,"end":559.97003,"sentiment":"neutral","sentiment_score":-0.003563534002751112},{"text":"Yes.","start":560.19,"end":560.51,"sentiment":"neutral","sentiment_score":0.03149052709341049},{"text":"I can go ahead and send you.","start":560.51,"end":562.35004,"sentiment":"neutral","sentiment_score":0.06895652679460389},{"text":"However, I can also see on here that your plan is under what we call super standard fifty twenty MBPS.","start":562.35004,"end":571.755,"sentiment":"neutral","sentiment_score":-0.00005822116509079933},{"text":"So, basically, the upload or the download is 50 and the upload is 20.","start":572.375,"end":581.2,"sentiment":"neutral","sentiment_score":0.0003999767026730945}],"sentiment":"neutral","sentiment_score":0.011978091422988231,"num_words":43,"start":559.47003,"end":581.2},{"sentences":[{"text":"You are in twenty, fifty, 20 MBPS.","start":581.26,"end":584.56,"sentiment":"neutral","sentiment_score":0.0038404336997440885},{"text":"But if you wish to, I can send you the details through your email for your reference.","start":585.18,"end":591.2,"sentiment":"neutral","sentiment_score":0.008244080907281707},{"text":"Mm-mm.","start":593.335,"end":593.835,"sentiment":"neutral","sentiment_score":0.012501969933509828},{"text":"Yeah.","start":596.295,"end":596.615,"sentiment":"neutral","sentiment_score":0.024710502475500107},{"text":"Surely.","start":596.615,"end":597.115,"sentiment":"neutral","sentiment_score":0.011482479982078075}],"sentiment":"neutral","sentiment_score":0.007989902359743914,"num_words":27,"start":581.26,"end":597.115},{"sentences":[{"text":"Surely.","start":597.175,"end":597.675,"sentiment":"neutral","sentiment_score":0.029588699340820312},{"text":"Just check your email to your inbox on spam folder.","start":597.735,"end":602.795,"sentiment":"neutral","sentiment_score":0.030973635241389276},{"text":"You will be getting two emails, your payment receipt and the copy of your, Internet plan for your future reference as well.","start":603.015,"end":612.87,"sentiment":"neutral","sentiment_score":0.16942733526229858},{"text":"Mhmm.","start":619.73,"end":620.23,"sentiment":"neutral","sentiment_score":-0.014795982278883455},{"text":"Supa standard fifty twenty.","start":620.995,"end":623.975,"sentiment":"neutral","sentiment_score":-0.011533641256392002}],"sentiment":"neutral","sentiment_score":0.1054156810584429,"num_words":38,"start":597.175,"end":623.975},{"sentences":[{"text":"Yes.","start":642.87,"end":643.27,"sentiment":"neutral","sentiment_score":0.005045369267463684},{"text":"We're sending a a text through our system.","start":643.27,"end":647.13,"sentiment":"neutral","sentiment_score":-0.003383275121450424},{"text":"Mhmm.","start":689.14496,"end":689.64496,"sentiment":"neutral","sentiment_score":0.10605383664369585},{"text":"That's right.","start":689.70496,"end":690.605,"sentiment":"neutral","sentiment_score":0.16172286868095398},{"text":"Let me check on my end here.","start":726.12994,"end":728.38995,"sentiment":"neutral","sentiment_score":-0.047226092645100186}],"sentiment":"neutral","sentiment_score":0.00404716283082962,"num_words":19,"start":642.87,"end":728.38995},{"sentences":[{"text":"Okay.","start":732.12994,"end":732.52997,"sentiment":"neutral","sentiment_score":0.012798645533621311},{"text":"So the most recent you received was the username and password.","start":732.52997,"end":738.685,"sentiment":"neutral","sentiment_score":0.03600056808103214},{"text":"Right?","start":738.745,"end":739.245,"sentiment":"neutral","sentiment_score":0.03433278575539589},{"text":"Okay.","start":740.745,"end":741.245,"sentiment":"neutral","sentiment_score":0.14710168540477753},{"text":"Thank you.","start":741.465,"end":742.265,"sentiment":"positive","sentiment_score":0.35352492332458496}],"sentiment":"neutral","sentiment_score":0.08108057576464489,"num_words":16,"start":732.12994,"end":742.265},{"sentences":[{"text":"So, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt.","start":742.265,"end":751.805,"sentiment":"neutral","sentiment_score":0.061762684024870396},{"text":"They'll have it sent to you.","start":753.09,"end":754.45,"sentiment":"neutral","sentiment_score":0.08780321975549062},{"text":"Yeah.","start":754.45,"end":754.95,"sentiment":"neutral","sentiment_score":0.1169014424085617},{"text":"And then oh, I'm sorry.","start":757.17004,"end":760.69,"sentiment":"neutral","sentiment_score":0.030583980306982995},{"text":"Go ahead.","start":760.69,"end":761.43,"sentiment":"neutral","sentiment_score":0.019245104864239693}],"sentiment":"neutral","sentiment_score":0.06077779388676087,"num_words":30,"start":742.265,"end":761.43},{"sentences":[{"text":"Yes.","start":767.97504,"end":768.135,"sentiment":"neutral","sentiment_score":0.0969448983669281},{"text":"Yes.","start":768.135,"end":768.635,"sentiment":"neutral","sentiment_score":0.12308143824338912},{"text":"Correct.","start":768.695,"end":769.195,"sentiment":"neutral","sentiment_score":0.2014399766921997},{"text":"We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address.","start":769.49506,"end":779.59503,"sentiment":"neutral","sentiment_score":0.17830210510227415},{"text":"Mhmm.","start":781.51,"end":782.01,"sentiment":"neutral","sentiment_score":0.23811578750610352}],"sentiment":"neutral","sentiment_score":0.17657222382483945,"num_words":31,"start":767.97504,"end":782.01},{"sentences":[{"text":"Mhmm.","start":784.70996,"end":785.20996,"sentiment":"positive","sentiment_score":0.42463362216949463},{"text":"It's my pleasure, Judy.","start":785.58997,"end":787.37,"sentiment":"positive","sentiment_score":0.6933011710643768},{"text":"And I do hope you do have a great day ahead.","start":787.58997,"end":791.19,"sentiment":"positive","sentiment_score":0.7329900698228315},{"text":"Please be safe always.","start":791.19,"end":792.55,"sentiment":"neutral","sentiment_score":0.31945131346583366},{"text":"If you need any assistance, just let us know and we are happy to assist.","start":792.55,"end":797.045,"sentiment":"positive","sentiment_score":0.3828463484843572}],"sentiment":"positive","sentiment_score":0.5223208444459098,"num_words":35,"start":784.70996,"end":797.045},{"sentences":[{"text":"Okay?","start":797.045,"end":797.545,"sentiment":"neutral","sentiment_score":0.3025084137916565},{"text":"Okay.","start":799.28503,"end":799.78503,"sentiment":"neutral","sentiment_score":0.3054664433002472},{"text":"Thank you.","start":799.925,"end":800.825,"sentiment":"positive","sentiment_score":0.6659756898880005},{"text":"Thank you so much.","start":801.525,"end":802.805,"sentiment":"positive","sentiment_score":0.7004283368587494},{"text":"Bye bye.","start":802.805,"end":803.545,"sentiment":"neutral","sentiment_score":0.05635382980108262}],"sentiment":"positive","sentiment_score":0.4854347243905067,"num_words":10,"start":797.045,"end":803.545}]}}]},{"alternatives":[{"transcript":"Hello? Is is that is that Melissa? Yes, Melissa. I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong. So you need to help me, please. Well, I'm I think I'll get you to take it over the phone. But before you do that, I need you to explain to me because I've got a password. So I put the password in that I think that is my password, and it keeps saying it's not right. So maybe you need to talk me through how to make sure I've got the right you know, I put in my email address and then I put my password, you know. So if you can give me the right steps, that would be helpful. Yeah. See, I tried I tried to do that. I tried to change it, but it still didn't work. So is is the password the one that I've got that I've given Airtel, or is it one that Airtel's given me? Alright. Alright. So let me see where I'm at. I'm in I went into the, you know, the helpline. So I need to go into probably this one. I want to see. I just got it's disconnecting. That's just a bit slow. Because the other thing that it said was that I could change my password or I could use the number, which is a password, I I think, that Airtel put up there. And it said on this page, but I didn't know how to use it on this page, the one that they put up. Alright. Just a sec. Just a sec. I'll check. Let's see. Goodness. Where is that? Here. Go back. I'll have to go I'll cancel there. I just have to go in a different spot. No. That's the right spot. No. It's not showing up yet. I'll go to mobile. Here it is. Yes. Yes. Yes. I'm there now. So you've got so there's a mistake that I've been making. I've been doing username as my email, but it's actually this number. Right. Okay. So anytime I go into the Airtel page and then go into my account, I need to put in that username, which is that number. It'll stay the same, will it? Yes. Yeah. Alright. Okay. Just a I'll take a photo of that so that I've got it for later. Oh, okay. Then I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time. Unless I change oh, look. But I wonder I couldn't get in. Okay. Well, I think you've sorted that for me now. Because once I do that I mean, I just had the wrong information that I was doing. So okay. So you can take my payment over the phone if you like. I'm glad to use my Visa card. Yes. It's 4072 and 2090. Yes. Then it's 1402. Yes. And 6894. Yes. It's the eleventh twenty six. Yeah. Yes. It's 480. Yeah. It's yeah. Doctor Judy McHugh, it's got on it. Alright on. So what does it say? Yeah. It's it's from a n z, it says. So that's yeah. So what does it say? I'm not sure this is not so the so you need that passcode, do Okay. But it's 407 and and it's 5407568. That's right. Yes. Yep. Now the other thing I wanted to ask you, Melissa, I don't really know what my plan is. You know, it's like up upload, download, all that sort of thing. So is there something that can just be sent to me that gives me the details of the plan that I have? Yeah. That would be good. Because then I can just put that away and I'll know what it is. Very good. Oh, what's it doing? It's going to fix number. Important changes. Where is it? Oh, wait on. Is this another one? Oh, so there's an email saying in important changes to your mobile plan. I I presume that was that from you or that's just from Airtel? Alright. Let's see. Alright. And then this one is I mean, the this one's just the payment saying it's but I don't know. Does it say what does it say? I think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means. I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that. So if it isn't through yet, it will come through. So the one you said let's see. Oh, wait on. I'll just have a look here. I think I've got the customer one. Oh, that was the change part, let's see. HR service. Oh, yeah. Then that's the one. And then this one. Actually as yet. No. That as yet, it's just the one that you sent me originally, you know, with the password and the username. The other two, as yet, haven't come through. Yeah. Yes. Yes. Alright. Yes. That's fair. Yes. That's okay. And then oh, you were just going to send the other, you know, the details an email and the details of my account. That's fine. Alright, Melissa. Well, thank you for your help today. Yes. Thank you. And you you have a good day too. 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Is is that is that Melissa? Yes, Melissa. I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong. So you need to help me, please.\n\nWell, I'm I think I'll get you to take it over the phone. But before you do that, I need you to explain to me because I've got a password. So I put the password in that I think that is my password, and it keeps saying it's not right. So maybe you need to talk me through how to make sure I've got the right you know, I put in my email address and then I put my password, you know. So if you can give me the right steps, that would be helpful.\n\nYeah. See, I tried I tried to do that. I tried to change it, but it still didn't work. So is is the password the one that I've got that I've given Airtel, or is it one that Airtel's given me? Alright.\n\nAlright. So let me see where I'm at. I'm in I went into the, you know, the helpline. So I need to go into probably this one. I want to see.\n\nI just got it's disconnecting. That's just a bit slow. Because the other thing that it said was that I could change my password or I could use the number, which is a password, I I think, that Airtel put up there. And it said on this page, but I didn't know how to use it on this page, the one that they put up. Alright.\n\nJust a sec. Just a sec. I'll check. Let's see. Goodness.\n\nWhere is that? Here. Go back. I'll have to go I'll cancel there. I just have to go in a different spot.\n\nNo. That's the right spot. No. It's not showing up yet. I'll go to mobile.\n\nHere it is. Yes. Yes. Yes. I'm there now.\n\nSo you've got so there's a mistake that I've been making. I've been doing username as my email, but it's actually this number. Right. Okay. So anytime I go into the Airtel page and then go into my account, I need to put in that username, which is that number.\n\nIt'll stay the same, will it? Yes. Yeah. Alright. Okay.\n\nJust a I'll take a photo of that so that I've got it for later. Oh, okay. Then I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time. Unless I change oh, look. But I wonder I couldn't get in.\n\nOkay. Well, I think you've sorted that for me now. Because once I do that I mean, I just had the wrong information that I was doing. So okay. So you can take my payment over the phone if you like.\n\nI'm glad to use my Visa card. Yes. It's 4072 and 2090. Yes. Then it's 1402.\n\nYes. And 6894. Yes. It's the eleventh twenty six. Yeah.\n\nYes. It's 480. Yeah. It's yeah. Doctor Judy McHugh, it's got on it.\n\nAlright on. So what does it say? Yeah. It's it's from a n z, it says. So that's yeah.\n\nSo what does it say? I'm not sure this is not so the so you need that passcode, do Okay. But it's 407 and and it's 5407568. That's right. Yes.\n\nYep. Now the other thing I wanted to ask you, Melissa, I don't really know what my plan is. You know, it's like up upload, download, all that sort of thing. So is there something that can just be sent to me that gives me the details of the plan that I have? Yeah.\n\nThat would be good. Because then I can just put that away and I'll know what it is. Very good. Oh, what's it doing? It's going to fix number.\n\nImportant changes. Where is it? Oh, wait on. Is this another one? Oh, so there's an email saying in important changes to your mobile plan.\n\nI I presume that was that from you or that's just from Airtel? Alright. Let's see. Alright. And then this one is I mean, the this one's just the payment saying it's but I don't know.\n\nDoes it say what does it say? I think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means. I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that. So if it isn't through yet, it will come through. So the one you said let's see.\n\nOh, wait on. I'll just have a look here. I think I've got the customer one. Oh, that was the change part, let's see. HR service.\n\nOh, yeah. Then that's the one. And then this one. Actually as yet. No.\n\nThat as yet, it's just the one that you sent me originally, you know, with the password and the username. The other two, as yet, haven't come through. Yeah. Yes. Yes.\n\nAlright. Yes. That's fair. Yes. That's okay.\n\nAnd then oh, you were just going to send the other, you know, the details an email and the details of my account. That's fine. Alright, Melissa. Well, thank you for your help today. Yes.\n\nThank you. And you you have a good day too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":7.44,"end":7.94,"sentiment":"neutral","sentiment_score":0.1055375635623932},{"text":"Is is that is that Melissa?","start":8.0,"end":9.7,"sentiment":"neutral","sentiment_score":0.07789402020474274},{"text":"Yes, Melissa.","start":13.12,"end":14.0199995,"sentiment":"neutral","sentiment_score":-0.02856925781816244},{"text":"I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong.","start":14.885,"end":25.685,"sentiment":"neutral","sentiment_score":-0.32250437551531297},{"text":"So you need to help me, please.","start":25.685,"end":28.265,"sentiment":"neutral","sentiment_score":-0.2438300997018814}],"sentiment":"neutral","sentiment_score":-0.23430387597117158,"num_words":45,"start":7.44,"end":28.265},{"sentences":[{"text":"Well, I'm I think I'll get you to take it over the phone.","start":37.96,"end":41.879997,"sentiment":"neutral","sentiment_score":-0.023061992170719},{"text":"But before you do that, I need you to explain to me because I've got a password.","start":41.879997,"end":47.165,"sentiment":"neutral","sentiment_score":-0.23996707008165472},{"text":"So I put the password in that I think that is my password, and it keeps saying it's not right.","start":47.625,"end":53.785,"sentiment":"negative","sentiment_score":-0.3814452916383743},{"text":"So maybe you need to talk me through how to make sure I've got the right you know, I put in my email address and then I put my password, you know.","start":53.785,"end":63.25,"sentiment":"neutral","sentiment_score":-0.1808572926092893},{"text":"So if you can give me the right steps, that would be helpful.","start":63.25,"end":66.23,"sentiment":"neutral","sentiment_score":0.024529471420324765}],"sentiment":"neutral","sentiment_score":-0.18396528586745262,"num_words":95,"start":37.96,"end":66.23},{"sentences":[{"text":"Yeah.","start":109.845,"end":110.345,"sentiment":"neutral","sentiment_score":0.026339054107666016},{"text":"See, I tried I tried to do that.","start":110.485,"end":112.805,"sentiment":"neutral","sentiment_score":-0.08675333950668573},{"text":"I tried to change it, but it still didn't work.","start":112.805,"end":115.74,"sentiment":"neutral","sentiment_score":-0.18975456357002257},{"text":"So is is the password the one that I've got that I've given Airtel, or is it one that Airtel's given me?","start":115.979996,"end":124.079994,"sentiment":"neutral","sentiment_score":-0.058857769282026726},{"text":"Alright.","start":130.86,"end":131.36,"sentiment":"neutral","sentiment_score":0.057110946625471115}],"sentiment":"neutral","sentiment_score":-0.09054745893393244,"num_words":42,"start":109.845,"end":131.36},{"sentences":[{"text":"Alright.","start":150.69,"end":151.19,"sentiment":"neutral","sentiment_score":0.07138943672180176},{"text":"So let me see where I'm at.","start":151.49,"end":155.35,"sentiment":"neutral","sentiment_score":0.03270404173859528},{"text":"I'm in I went into the, you know, the helpline.","start":155.57,"end":158.31,"sentiment":"neutral","sentiment_score":0.013286173529922961},{"text":"So I need to go into probably this one.","start":159.755,"end":165.775,"sentiment":"neutral","sentiment_score":-0.008826318921314346},{"text":"I want to see.","start":169.83499,"end":170.895,"sentiment":"neutral","sentiment_score":-0.027002381393685937}],"sentiment":"neutral","sentiment_score":0.007926873171762112,"num_words":31,"start":150.69,"end":170.895},{"sentences":[{"text":"I just got it's disconnecting.","start":172.875,"end":174.415,"sentiment":"neutral","sentiment_score":-0.30789288878440857},{"text":"That's just a bit slow.","start":178.5,"end":179.8,"sentiment":"negative","sentiment_score":-0.5403112649917603},{"text":"Because the other thing that it said was that I could change my password or I could use the number, which is a password, I I think, that Airtel put up there.","start":184.5,"end":195.125,"sentiment":"neutral","sentiment_score":-0.1974803009070456},{"text":"And it said on this page, but I didn't know how to use it on this page, the one that they put up.","start":195.265,"end":202.245,"sentiment":"neutral","sentiment_score":-0.2018398545358492},{"text":"Alright.","start":214.56,"end":215.04,"sentiment":"neutral","sentiment_score":0.03620290011167526}],"sentiment":"neutral","sentiment_score":-0.2297955174563509,"num_words":66,"start":172.875,"end":215.04},{"sentences":[{"text":"Just a sec.","start":215.04,"end":215.84,"sentiment":"neutral","sentiment_score":-0.00701899981747071},{"text":"Just a sec.","start":215.84,"end":216.31999,"sentiment":"neutral","sentiment_score":-0.006663421789805095},{"text":"I'll check.","start":216.31999,"end":216.885,"sentiment":"neutral","sentiment_score":0.002365830820053816},{"text":"Let's see.","start":218.805,"end":219.625,"sentiment":"neutral","sentiment_score":0.018188143149018288},{"text":"Goodness.","start":221.28499,"end":221.765,"sentiment":"neutral","sentiment_score":0.0922362059354782}],"sentiment":"neutral","sentiment_score":0.008390626277435908,"num_words":11,"start":215.04,"end":221.765},{"sentences":[{"text":"Where is that?","start":221.765,"end":222.56499,"sentiment":"neutral","sentiment_score":0.0021688062697649},{"text":"Here.","start":222.56499,"end":223.06499,"sentiment":"neutral","sentiment_score":-0.022637903690338135},{"text":"Go back.","start":224.56499,"end":225.305,"sentiment":"neutral","sentiment_score":-0.04060758091509342},{"text":"I'll have to go I'll cancel there.","start":228.965,"end":231.465,"sentiment":"neutral","sentiment_score":-0.08342518870319639},{"text":"I just have to go in a different spot.","start":235.62999,"end":237.62999,"sentiment":"neutral","sentiment_score":-0.06587506333986919}],"sentiment":"neutral","sentiment_score":-0.057918115349655803,"num_words":22,"start":221.765,"end":237.62999},{"sentences":[{"text":"No.","start":237.62999,"end":237.87,"sentiment":"neutral","sentiment_score":-0.13117587566375732},{"text":"That's the right spot.","start":237.87,"end":238.93,"sentiment":"neutral","sentiment_score":-0.08757758140563965},{"text":"No.","start":242.59,"end":242.83,"sentiment":"neutral","sentiment_score":-0.2047351896762848},{"text":"It's not showing up yet.","start":242.83,"end":244.43,"sentiment":"neutral","sentiment_score":-0.25622543394565583},{"text":"I'll go to mobile.","start":244.43,"end":246.82501,"sentiment":"neutral","sentiment_score":-0.09265424497425556}],"sentiment":"neutral","sentiment_score":-0.15586436937252682,"num_words":15,"start":237.62999,"end":246.82501},{"sentences":[{"text":"Here it is.","start":247.445,"end":248.40501,"sentiment":"neutral","sentiment_score":-0.04473337531089783},{"text":"Yes.","start":248.40501,"end":248.90501,"sentiment":"neutral","sentiment_score":0.0024355556815862656},{"text":"Yes.","start":249.285,"end":249.785,"sentiment":"neutral","sentiment_score":0.009577153250575066},{"text":"Yes.","start":250.485,"end":250.88501,"sentiment":"neutral","sentiment_score":0.006363295949995518},{"text":"I'm there now.","start":250.88501,"end":251.945,"sentiment":"neutral","sentiment_score":-0.01242407721777757}],"sentiment":"neutral","sentiment_score":-0.01701070585598548,"num_words":9,"start":247.445,"end":251.945},{"sentences":[{"text":"So you've got so there's a mistake that I've been making.","start":252.80501,"end":257.045,"sentiment":"neutral","sentiment_score":-0.21375571326775986},{"text":"I've been doing username as my email, but it's actually this number.","start":257.045,"end":262.62,"sentiment":"neutral","sentiment_score":-0.1504440406958262},{"text":"Right.","start":275.89502,"end":276.375,"sentiment":"neutral","sentiment_score":0.0427074208855629},{"text":"Okay.","start":276.375,"end":276.875,"sentiment":"neutral","sentiment_score":0.04292509704828262},{"text":"So anytime I go into the Airtel page and then go into my account, I need to put in that username, which is that number.","start":277.255,"end":287.035,"sentiment":"neutral","sentiment_score":0.031392809823155406}],"sentiment":"neutral","sentiment_score":-0.06572377141565085,"num_words":50,"start":252.80501,"end":287.035},{"sentences":[{"text":"It'll stay the same, will it?","start":287.415,"end":289.275,"sentiment":"neutral","sentiment_score":0.05707692230741183},{"text":"Yes.","start":290.81,"end":291.31,"sentiment":"neutral","sentiment_score":0.20665448904037476},{"text":"Yeah.","start":300.41,"end":300.91,"sentiment":"neutral","sentiment_score":0.05546979233622551},{"text":"Alright.","start":300.97,"end":301.29,"sentiment":"neutral","sentiment_score":0.27716127038002014},{"text":"Okay.","start":301.29,"end":301.77002,"sentiment":"neutral","sentiment_score":0.2544105350971222}],"sentiment":"neutral","sentiment_score":0.11361576206982135,"num_words":10,"start":287.415,"end":301.77002},{"sentences":[{"text":"Just a I'll take a photo of that so that I've got it for later.","start":301.77002,"end":305.805,"sentiment":"neutral","sentiment_score":0.2557285447915395},{"text":"Oh, okay.","start":306.185,"end":306.825,"sentiment":"neutral","sentiment_score":0.2877730429172516},{"text":"Then I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time.","start":306.825,"end":315.465,"sentiment":"neutral","sentiment_score":0.29790369652468585},{"text":"Unless I change oh, look.","start":315.465,"end":317.79,"sentiment":"neutral","sentiment_score":-0.047947744652628896},{"text":"But I wonder I couldn't get in.","start":319.07,"end":320.85,"sentiment":"negative","sentiment_score":-0.3672749719449452}],"sentiment":"neutral","sentiment_score":0.17655203327665042,"num_words":58,"start":301.77002,"end":320.85},{"sentences":[{"text":"Okay.","start":323.55002,"end":323.95,"sentiment":"neutral","sentiment_score":-0.09232572466135024},{"text":"Well, I think you've sorted that for me now.","start":323.95,"end":326.45,"sentiment":"neutral","sentiment_score":-0.1260682609346178},{"text":"Because once I do that I mean, I just had the wrong information that I was doing.","start":326.91,"end":332.85,"sentiment":"negative","sentiment_score":-0.39748182103914376},{"text":"So okay.","start":333.735,"end":335.495,"sentiment":"neutral","sentiment_score":0.030221562832593918},{"text":"So you can take my payment over the phone if you like.","start":335.495,"end":338.475,"sentiment":"neutral","sentiment_score":0.187266839047273}],"sentiment":"neutral","sentiment_score":-0.13845087406111928,"num_words":41,"start":323.55002,"end":338.475},{"sentences":[{"text":"I'm glad to use my Visa card.","start":354.86002,"end":356.80002,"sentiment":"positive","sentiment_score":0.5081925307001386},{"text":"Yes.","start":373.285,"end":373.785,"sentiment":"neutral","sentiment_score":0.03508216142654419},{"text":"It's 4072 and 2090.","start":374.0,"end":391.715,"sentiment":"neutral","sentiment_score":0.03108793217688799},{"text":"Yes.","start":393.175,"end":393.675,"sentiment":"neutral","sentiment_score":0.040377676486968994},{"text":"Then it's 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six.","start":409.12,"end":411.06,"sentiment":"neutral","sentiment_score":-0.01757693402469158},{"text":"Yeah.","start":414.72,"end":415.22,"sentiment":"neutral","sentiment_score":0.0031926510855555534}],"sentiment":"neutral","sentiment_score":0.006494786310940981,"num_words":10,"start":400.29498,"end":415.22},{"sentences":[{"text":"Yes.","start":418.23502,"end":418.73502,"sentiment":"neutral","sentiment_score":0.012833908200263975},{"text":"It's 480.","start":418.95502,"end":421.935,"sentiment":"neutral","sentiment_score":0.013490768149495125},{"text":"Yeah.","start":424.23502,"end":424.73502,"sentiment":"neutral","sentiment_score":0.09662577509880066},{"text":"It's yeah.","start":430.1,"end":430.82,"sentiment":"neutral","sentiment_score":0.06116253510117531},{"text":"Doctor Judy McHugh, it's got on 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say?","start":492.72,"end":494.4,"sentiment":"neutral","sentiment_score":-0.031146193295717238},{"text":"I'm not sure this is not so the so you need that passcode, do Okay.","start":494.4,"end":505.185,"sentiment":"neutral","sentiment_score":-0.13604659686485926},{"text":"But it's 407 and and it's 5407568.","start":505.565,"end":515.98,"sentiment":"neutral","sentiment_score":0.0605237925691264},{"text":"That's right.","start":521.24,"end":522.06,"sentiment":"neutral","sentiment_score":0.2574593126773834},{"text":"Yes.","start":539.20496,"end":539.70496,"sentiment":"neutral","sentiment_score":0.2308129370212555}],"sentiment":"neutral","sentiment_score":-0.0342343936363856,"num_words":30,"start":492.72,"end":539.70496},{"sentences":[{"text":"Yep.","start":541.30005,"end":541.80005,"sentiment":"neutral","sentiment_score":0.09746140241622923},{"text":"Now the other thing I wanted to ask you, Melissa, I don't really know what my plan 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good.","start":613.475,"end":614.195,"sentiment":"positive","sentiment_score":0.3992879092693329},{"text":"Oh, what's it doing?","start":614.195,"end":615.33496,"sentiment":"neutral","sentiment_score":0.019302923930808902},{"text":"It's going to fix number.","start":615.795,"end":617.475,"sentiment":"neutral","sentiment_score":-0.021282543987035753}],"sentiment":"neutral","sentiment_score":0.06558309505083437,"num_words":29,"start":591.925,"end":617.475},{"sentences":[{"text":"Important changes.","start":617.475,"end":618.615,"sentiment":"neutral","sentiment_score":-0.03583894670009613},{"text":"Where is it?","start":625.34,"end":627.04004,"sentiment":"neutral","sentiment_score":-0.02587222990890344},{"text":"Oh, wait on.","start":628.06,"end":628.7,"sentiment":"neutral","sentiment_score":-0.032526000713308655},{"text":"Is this another one?","start":628.7,"end":629.92,"sentiment":"neutral","sentiment_score":-0.03918677754700184},{"text":"Oh, so there's an email saying in important changes to your mobile plan.","start":632.14,"end":636.4,"sentiment":"neutral","sentiment_score":-0.05777989241939325}],"sentiment":"neutral","sentiment_score":-0.046190331876277926,"num_words":25,"start":617.475,"end":636.4},{"sentences":[{"text":"I I presume that was that from you or that's just from Airtel?","start":636.72504,"end":640.42505,"sentiment":"neutral","sentiment_score":-0.04869381596262638},{"text":"Alright.","start":648.005,"end":648.48505,"sentiment":"neutral","sentiment_score":0.03278231620788574},{"text":"Let's see.","start":648.48505,"end":649.30505,"sentiment":"neutral","sentiment_score":0.0211885841563344},{"text":"Alright.","start":653.17004,"end":653.67004,"sentiment":"neutral","sentiment_score":0.01376477349549532},{"text":"And then this one is I mean, the this one's just the payment saying it's but I don't know.","start":653.73004,"end":661.65,"sentiment":"neutral","sentiment_score":0.007150912926973481}],"sentiment":"neutral","sentiment_score":-0.011339666774599917,"num_words":36,"start":636.72504,"end":661.65},{"sentences":[{"text":"Does it say what does it say?","start":661.65,"end":664.79004,"sentiment":"neutral","sentiment_score":-0.01665427828473704},{"text":"I think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means.","start":667.09503,"end":675.97504,"sentiment":"neutral","sentiment_score":0.10598175050247283},{"text":"I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that.","start":675.97504,"end":681.56,"sentiment":"neutral","sentiment_score":0.17514862899075856},{"text":"So if it isn't through yet, it will come through.","start":682.66003,"end":687.96,"sentiment":"neutral","sentiment_score":0.11231937929987908},{"text":"So the one you said let's see.","start":691.565,"end":695.8251,"sentiment":"neutral","sentiment_score":0.06742964312434196}],"sentiment":"neutral","sentiment_score":0.112798626048129,"num_words":67,"start":661.65,"end":695.8251},{"sentences":[{"text":"Oh, wait on.","start":696.28503,"end":696.84503,"sentiment":"neutral","sentiment_score":0.0486709289252758},{"text":"I'll just have a look here.","start":696.84503,"end":697.885,"sentiment":"neutral","sentiment_score":0.05570192076265812},{"text":"I think I've got the customer one.","start":697.885,"end":699.885,"sentiment":"neutral","sentiment_score":0.04506809424076762},{"text":"Oh, that was the change part, let's see.","start":699.885,"end":701.98505,"sentiment":"neutral","sentiment_score":0.034165884368121624},{"text":"HR service.","start":702.28503,"end":703.185,"sentiment":"neutral","sentiment_score":0.017519372515380383}],"sentiment":"neutral","sentiment_score":0.042464107346649356,"num_words":26,"start":696.28503,"end":703.185},{"sentences":[{"text":"Oh, yeah.","start":705.05,"end":705.85004,"sentiment":"neutral","sentiment_score":0.04821570962667465},{"text":"Then that's the one.","start":705.85004,"end":707.21,"sentiment":"neutral","sentiment_score":0.03242361452430487},{"text":"And then this one.","start":707.21,"end":708.35004,"sentiment":"neutral","sentiment_score":0.0052249947329983115},{"text":"Actually as yet.","start":708.89,"end":711.71,"sentiment":"neutral","sentiment_score":-0.020542507991194725},{"text":"No.","start":712.65,"end":712.89,"sentiment":"neutral","sentiment_score":-0.13362178206443787}],"sentiment":"neutral","sentiment_score":0.003698325017467141,"num_words":14,"start":705.05,"end":712.89},{"sentences":[{"text":"That as yet, it's just the one that you sent me originally, you know, with the password and the username.","start":712.89,"end":718.735,"sentiment":"neutral","sentiment_score":-0.10418140329420567},{"text":"The other two, as yet, haven't come through.","start":719.515,"end":722.255,"sentiment":"neutral","sentiment_score":-0.2131041008979082},{"text":"Yeah.","start":728.795,"end":729.295,"sentiment":"neutral","sentiment_score":-0.001132095232605934},{"text":"Yes.","start":739.56,"end":740.06,"sentiment":"neutral","sentiment_score":0.06013580039143562},{"text":"Yes.","start":740.27997,"end":740.77997,"sentiment":"neutral","sentiment_score":0.08720614016056061}],"sentiment":"neutral","sentiment_score":-0.11749196863703189,"num_words":31,"start":712.89,"end":740.77997},{"sentences":[{"text":"Alright.","start":752.155,"end":752.655,"sentiment":"neutral","sentiment_score":0.08583655208349228},{"text":"Yes.","start":752.715,"end":752.955,"sentiment":"neutral","sentiment_score":0.07515038549900055},{"text":"That's fair.","start":752.955,"end":753.775,"sentiment":"neutral","sentiment_score":0.07033589668571949},{"text":"Yes.","start":754.395,"end":754.875,"sentiment":"neutral","sentiment_score":0.09742766618728638},{"text":"That's okay.","start":754.875,"end":756.015,"sentiment":"neutral","sentiment_score":0.14262668043375015}],"sentiment":"neutral","sentiment_score":0.09776282257267407,"num_words":7,"start":752.155,"end":756.015},{"sentences":[{"text":"And then oh, you were just going to send the other, you know, the details an email and the details of my account.","start":757.05,"end":767.47,"sentiment":"neutral","sentiment_score":0.0571461648720762},{"text":"That's fine.","start":780.14496,"end":780.96497,"sentiment":"neutral","sentiment_score":0.20174287259578705},{"text":"Alright, Melissa.","start":781.26495,"end":782.165,"sentiment":"neutral","sentiment_score":0.2862331420183182},{"text":"Well, thank you for your help today.","start":782.46497,"end":784.245,"sentiment":"positive","sentiment_score":0.6958900349480766},{"text":"Yes.","start":797.93494,"end":798.4149,"sentiment":"positive","sentiment_score":0.5048681497573853}],"sentiment":"neutral","sentiment_score":0.21904034901942526,"num_words":35,"start":757.05,"end":798.4149},{"sentences":[{"text":"Thank you.","start":798.4149,"end":799.2149,"sentiment":"positive","sentiment_score":0.7481735348701477},{"text":"And you you have a good day too.","start":799.2149,"end":801.07495,"sentiment":"positive","sentiment_score":0.5263521745800972},{"text":"Bye.","start":801.6149,"end":802.1149,"sentiment":"positive","sentiment_score":0.5123453140258789}],"sentiment":"positive","sentiment_score":0.5654099800369956,"num_words":11,"start":798.4149,"end":802.1149}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your toll account. How may I help you today?\n\nChannel 1: Hello? Is is that is that Melissa?\n\nChannel 0: Yes. I'm speaking to Judy?\n\nChannel 1: Yes, Melissa. I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong. So you need to help me, please.\n\nChannel 0: Okay. Sure. Sure. Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal?\n\nChannel 1: Well, I'm I think I'll get you to take it over the phone. But before you\n\nChannel 0: Uh-uh.\n\nChannel 1: do that, I need you to explain to me because I've got a password. So I put the password in that I think that is my password, and it keeps saying it's not right. So maybe you need to talk me through how to make sure I've got the right you know, I put in my\n\nChannel 0: Okay.\n\nChannel 1: email address and then I put my password, you know. So if you can give me the right steps, that would be helpful.\n\nChannel 0: Mm-mm. Okay. Sure. Sure. So while I have you on the line, let me just go ahead and forward the email and then clearly indicate your password.\n\nOkay? One moment here. Let me just grab your password. Just bear with me. Password.\n\nOne moment, please. Let me just put here the password. And you have an option as well to change it through the profile. One moment. It's almost done.\n\nI'm about to send it.\n\nChannel 1: Yeah.\n\nChannel 0: Just\n\nChannel 1: See, I\n\nChannel 0: trying\n\nChannel 1: tried\n\nChannel 0: to\n\nChannel 1: I tried to do that. I tried to change it, but it still didn't work. So is is the password the one that I've got that I've given Airtel, or is it one that Airtel's given me?\n\nChannel 0: we've provided you the password. It's system generated.\n\nChannel 1: Alright.\n\nChannel 0: So yeah. Okay. Alright. It's sent out including the password. Then I'll be on the line while you are trying to go to your customer portal to make sure I can provide you real time assistance if\n\nChannel 1: Alright.\n\nChannel 0: you need it.\n\nChannel 1: So let me see where I'm at. I'm in I went into the, you know, the helpline. So I need to go into probably this one. I want to see. I just got it's disconnecting.\n\nThat's just a bit slow. Because the other thing that it said was that I could change my password or I could use the number, which is a password, I I think, that Airtel put up there. And it said on this page, but I didn't know how to use it on this page, the one that they put up.\n\nChannel 0: Alright. So try to do this first. Just go to the link, copy and paste the link. And first thing first, have you received my email\n\nChannel 1: Alright.\n\nChannel 0: now?\n\nChannel 1: Just a sec. Just a sec. I'll check.\n\nChannel 0: Okay.\n\nChannel 1: Let's see. Goodness. Where is that? Here. Go back.\n\nI'll have to go I'll cancel there. I just have to go in a different spot. No. That's the right spot. No.\n\nIt's not showing up yet. I'll go to mobile. Here it is. Yes. Yes.\n\nYes. I'm there now. So you've got so there's a mistake that I've been making. I've been doing username as my email, but it's actually this number.\n\nChannel 0: Oh, okay. Got it. So I just used the one that I sent, the username, sets of numbers, and then password. Better to copy and paste it.\n\nChannel 1: Right. Okay. So anytime I go into the Airtel page and then go into my account, I need to put in that username, which\n\nChannel 0: Mhmm.\n\nChannel 1: is that number.\n\nChannel 0: Mm-mm.\n\nChannel 1: It'll\n\nChannel 0: Mm-mm.\n\nChannel 1: stay the same, will it?\n\nChannel 0: Yes. That's correct.\n\nChannel 1: Yes.\n\nChannel 0: Username, it's still the same. And then your password, it could be changed from your profile section if you prefer to.\n\nChannel 1: Yeah. Alright. Okay. Just a I'll take a photo of that so that I've got it for later. Oh, okay.\n\nThen I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time. Unless I\n\nChannel 0: Yes.\n\nChannel 1: change oh,\n\nChannel 0: Yeah.\n\nChannel 1: look.\n\nChannel 0: Correct.\n\nChannel 1: But I wonder I couldn't get in. Okay. Well, I think you've sorted that for me now. Because\n\nChannel 0: Mhmm.\n\nChannel 1: once I do that I mean, I just had the wrong information that I was doing. So okay. So you can take my payment over the phone if you like.\n\nChannel 0: Okay. Surely. Surely. One moment. I'll just go back to the payment page.\n\nSo today, we will be processing $79.95 for your March invoice. Are you going to use your Visa or your Mastercard?\n\nChannel 1: I'm glad to use my Visa card.\n\nChannel 0: Visa card. Okay. Thank you. Let me just select Visa. It's loading now.\n\nVisa. Visa. Okay. May I have the card number, please?\n\nChannel 1: Yes. It's 4072\n\nChannel 0: Okay. 4072\n\nChannel 1: and 2090.\n\nChannel 0: two 090\n\nChannel 1: Yes. Then it's 1402.\n\nChannel 0: 1402\n\nChannel 1: Yes. And 6894.\n\nChannel 0: 6894. Thank you.\n\nChannel 1: Yes.\n\nChannel 0: Expiration date, please?\n\nChannel 1: It's the eleventh twenty six.\n\nChannel 0: 11/26. Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Security code, please?\n\nChannel 1: Yes. It's 480.\n\nChannel 0: 480.\n\nChannel 1: Yeah.\n\nChannel 0: Thank you. And the name as to the person on your card is Judy Matthew?\n\nChannel 1: It's yeah. Doctor Judy McHugh, it's got on it.\n\nChannel 0: Okay. Thank you. Let me put here. Alright. And have you received the text message?\n\nIf you do so, please kindly state the one time code so you can authorize the payment. I should enter it on my end.\n\nChannel 1: Alright on. So what does it say? Yeah. It's it's from a n z, it says. So that's\n\nChannel 0: Yes.\n\nChannel 1: yeah. So what does it say? I'm not sure this is not so the so you need that passcode, do\n\nChannel 0: Yes. I'll be needing to enter it on the system so the payment could go through.\n\nChannel 1: Okay. But it's 407 and\n\nChannel 0: Four\n\nChannel 1: and it's 5407568.\n\nChannel 0: thank you. 407568.\n\nChannel 1: That's right.\n\nChannel 0: Alright. Thank you. It's validating the code now. And there we go, miss Judy. Your March payment has been successfully processed.\n\nAnd then, also, you will receive your payment receipt shortly to your\n\nChannel 1: Yes.\n\nChannel 0: email address, okay, for your\n\nChannel 1: Yep.\n\nChannel 0: reference.\n\nChannel 1: Now the other thing I wanted to ask you, Melissa, I don't really know what my plan\n\nChannel 0: Mm-mm.\n\nChannel 1: is. You know, it's like up upload, download, all that sort of thing. So is there something that can just be sent to me that gives me the details of the plan that I have?\n\nChannel 0: Mhmm. Yes. I can go ahead and send you. However, I can also see on here that your plan is under what we call super standard fifty twenty MBPS. So, basically, the upload or the download is 50 and the upload is 20.\n\nYou are in twenty, fifty, 20 MBPS. But if you wish to, I can send you the details through your email for your reference.\n\nChannel 1: Yeah. That would be good. Because then I\n\nChannel 0: Mm-mm.\n\nChannel 1: can just put that away and I'll know what it is.\n\nChannel 0: Yeah. Surely. Surely. Just check your email to your inbox on spam folder. You will be getting two emails, your payment receipt and the copy of your, Internet plan for your future reference as well.\n\nChannel 1: Very good. Oh, what's it doing? It's going to fix number. Important changes.\n\nChannel 0: Mhmm. Supa standard fifty twenty.\n\nChannel 1: Where is it? Oh, wait on. Is this another one? Oh, so there's an email saying in important changes to your mobile plan. I I presume that was that from you or that's just from Airtel?\n\nChannel 0: Yes. We're sending a a text through our system.\n\nChannel 1: Alright. Let's see. Alright. And then this one is I mean, the this one's just the payment saying it's but I don't know. Does it say what does it say?\n\nI think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means. I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that. So if it isn't through yet, it will come through.\n\nChannel 0: Mhmm. That's right.\n\nChannel 1: So the one you said let's see. Oh, wait on. I'll just have a look here. I think I've got the customer one. Oh, that was the change part, let's see.\n\nHR service. Oh, yeah. Then that's the one. And then this one. Actually as yet.\n\nNo. That as yet, it's just the one that you sent me originally, you know, with the password and the username. The other two, as yet, haven't come through.\n\nChannel 0: Let me check on my end here.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. So the most recent you received was the username and password. Right?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Okay. Thank you. So, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt.\n\nChannel 1: Alright. Yes. That's\n\nChannel 0: They'll\n\nChannel 1: fair.\n\nChannel 0: have it sent to you.\n\nChannel 1: Yes.\n\nChannel 0: Yeah.\n\nChannel 1: That's okay. And\n\nChannel 0: And\n\nChannel 1: then\n\nChannel 0: then oh, I'm sorry. Go ahead.\n\nChannel 1: oh, you were just going to send the other, you know, the details an email and the details of my account.\n\nChannel 0: Yes. Yes. Correct. We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address.\n\nChannel 1: That's fine. Alright,\n\nChannel 0: Mhmm.\n\nChannel 1: Melissa. Well, thank you for your help today.\n\nChannel 0: Mhmm. It's my pleasure, Judy. And I do hope you do have a great day ahead. Please be safe always. If you need any assistance, just let us know and we are happy to assist.\n\nOkay?\n\nChannel 1: Yes. Thank you. And\n\nChannel 0: Okay.\n\nChannel 1: you you have\n\nChannel 0: Thank\n\nChannel 1: a good\n\nChannel 0: you.\n\nChannel 1: day too.\n\nChannel 0: Thank\n\nChannel 1: Bye.\n\nChannel 0: you so much. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.3999999,"end":2.72,"sentiment":"positive","sentiment_score":0.3854401111602783},{"text":"Good afternoon.","start":2.72,"end":3.46,"sentiment":"positive","sentiment_score":0.5723922848701477},{"text":"Thank you so much for calling your toll account.","start":3.52,"end":5.68,"sentiment":"positive","sentiment_score":0.7848267091645135},{"text":"How may I help you today?","start":5.68,"end":6.98,"sentiment":"positive","sentiment_score":0.6384038428465525}],"sentiment":"positive","sentiment_score":0.6902271178033617,"channel":0,"num_words":18,"start":2.3999999,"end":6.98},{"sentences":[{"text":"Hello?","start":7.44,"end":7.94,"sentiment":"neutral","sentiment_score":0.1055375635623932},{"text":"Is is that is that Melissa?","start":8.0,"end":9.7,"sentiment":"neutral","sentiment_score":0.07789402020474274}],"sentiment":"neutral","sentiment_score":0.08184309782726425,"channel":1,"num_words":7,"start":7.44,"end":9.7},{"sentences":[{"text":"Yes.","start":10.639999,"end":11.12,"sentiment":"neutral","sentiment_score":0.03777163848280907},{"text":"I'm speaking to Judy?","start":11.12,"end":12.74,"sentiment":"neutral","sentiment_score":0.0241080685518682}],"sentiment":"neutral","sentiment_score":0.026840782538056374,"channel":0,"num_words":5,"start":10.639999,"end":12.74},{"sentences":[{"text":"Yes, Melissa.","start":13.12,"end":14.0199995,"sentiment":"neutral","sentiment_score":-0.02856925781816244},{"text":"I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong.","start":14.885,"end":25.685,"sentiment":"neutral","sentiment_score":-0.32250437551531297},{"text":"So you need to help me, please.","start":25.685,"end":28.265,"sentiment":"neutral","sentiment_score":-0.2438300997018814}],"sentiment":"neutral","sentiment_score":-0.29254147640772554,"channel":1,"num_words":38,"start":13.12,"end":28.265},{"sentences":[{"text":"Okay.","start":29.23,"end":29.55,"sentiment":"neutral","sentiment_score":0.02059778943657875},{"text":"Sure.","start":29.55,"end":29.949999,"sentiment":"neutral","sentiment_score":0.054388243705034256},{"text":"Sure.","start":29.949999,"end":30.35,"sentiment":"neutral","sentiment_score":0.05151861160993576},{"text":"Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal?","start":30.35,"end":37.73,"sentiment":"neutral","sentiment_score":0.03316774586952912}],"sentiment":"neutral","sentiment_score":0.034167797985935104,"channel":0,"num_words":27,"start":29.23,"end":37.73},{"sentences":[{"text":"Well, I'm I think I'll get you to take it over the phone.","start":37.96,"end":41.879997,"sentiment":"neutral","sentiment_score":-0.023061992170719},{"text":"But before you","start":41.879997,"end":43.0,"sentiment":"neutral","sentiment_score":-0.1704409917195638}],"sentiment":"neutral","sentiment_score":-0.0506955545861274,"channel":1,"num_words":16,"start":37.96,"end":43.0},{"sentences":[{"text":"Uh-uh.","start":42.829998,"end":43.329998,"sentiment":"neutral","sentiment_score":-0.22469566762447357}],"sentiment":"neutral","sentiment_score":-0.22469566762447357,"channel":0,"num_words":1,"start":42.829998,"end":43.329998},{"sentences":[{"text":"do that, I need you to explain to me because I've got a password.","start":43.0,"end":47.165,"sentiment":"neutral","sentiment_score":-0.2548655154449599},{"text":"So I put the password in that I think that is my password, and it keeps saying it's not right.","start":47.625,"end":53.785,"sentiment":"negative","sentiment_score":-0.3814452916383743},{"text":"So maybe you need to talk me through how to make sure I've got the right you know, I put in my","start":53.785,"end":59.89,"sentiment":"neutral","sentiment_score":-0.2297905758023262}],"sentiment":"neutral","sentiment_score":-0.29022170922585894,"channel":1,"num_words":56,"start":43.0,"end":59.89},{"sentences":[{"text":"Okay.","start":59.77,"end":60.27,"sentiment":"neutral","sentiment_score":-0.06261604279279709}],"sentiment":"neutral","sentiment_score":-0.06261604279279709,"channel":0,"num_words":1,"start":59.77,"end":60.27},{"sentences":[{"text":"email address and then I put my password, you know.","start":59.89,"end":63.25,"sentiment":"neutral","sentiment_score":-0.07320406958460808},{"text":"So if you can give me the right steps, that would be helpful.","start":63.25,"end":66.23,"sentiment":"neutral","sentiment_score":0.024529471420324765}],"sentiment":"neutral","sentiment_score":-0.017963372494863426,"channel":1,"num_words":23,"start":59.89,"end":66.23},{"sentences":[{"text":"Mm-mm.","start":65.93,"end":66.17,"sentiment":"neutral","sentiment_score":-0.012776704505085943},{"text":"Okay.","start":66.17,"end":66.67,"sentiment":"neutral","sentiment_score":0.04870644956827164},{"text":"Sure.","start":66.89,"end":67.21,"sentiment":"neutral","sentiment_score":0.0903683602809906},{"text":"Sure.","start":67.21,"end":67.71,"sentiment":"neutral","sentiment_score":0.08894968032836914},{"text":"So while I have you on the line, let me just go ahead and forward the email and then clearly indicate your password.","start":67.770004,"end":75.405,"sentiment":"neutral","sentiment_score":0.04785795501716759}],"sentiment":"neutral","sentiment_score":0.04874002781731111,"channel":0,"num_words":27,"start":65.93,"end":75.405},{"sentences":[{"text":"Okay?","start":75.705,"end":76.025,"sentiment":"neutral","sentiment_score":0.036744870245456696},{"text":"One moment here.","start":76.025,"end":76.985,"sentiment":"neutral","sentiment_score":0.02558581406871478},{"text":"Let me just grab your password.","start":76.985,"end":80.365,"sentiment":"neutral","sentiment_score":0.03276020629952351},{"text":"Just bear with me.","start":81.465,"end":82.765,"sentiment":"neutral","sentiment_score":0.022797173820436},{"text":"Password.","start":90.4,"end":90.9,"sentiment":"neutral","sentiment_score":0.007291246205568314}],"sentiment":"neutral","sentiment_score":0.027236232782403627,"channel":0,"num_words":15,"start":75.705,"end":90.9},{"sentences":[{"text":"One moment, please.","start":95.12,"end":96.340004,"sentiment":"neutral","sentiment_score":0.019325307259956997},{"text":"Let me just put here the password.","start":96.64,"end":99.14,"sentiment":"neutral","sentiment_score":0.03639455618602889},{"text":"And you have an option as well to change it through the profile.","start":100.175,"end":104.995,"sentiment":"neutral","sentiment_score":0.04714822468276207},{"text":"One moment.","start":105.135,"end":105.875,"sentiment":"neutral","sentiment_score":0.04798259772360325},{"text":"It's almost done.","start":106.175,"end":108.175,"sentiment":"neutral","sentiment_score":0.119675412774086}],"sentiment":"neutral","sentiment_score":0.04930914891883731,"channel":0,"num_words":28,"start":95.12,"end":108.175},{"sentences":[{"text":"I'm about to send 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I","start":110.485,"end":110.805,"sentiment":"neutral","sentiment_score":-0.05324917659163475}],"sentiment":"neutral","sentiment_score":-0.05324917659163475,"channel":1,"num_words":2,"start":110.485,"end":110.805},{"sentences":[{"text":"trying","start":110.65501,"end":110.895004,"sentiment":"neutral","sentiment_score":-0.0774436742067337}],"sentiment":"neutral","sentiment_score":-0.0774436742067337,"channel":0,"num_words":1,"start":110.65501,"end":110.895004},{"sentences":[{"text":"tried","start":110.805,"end":111.305,"sentiment":"neutral","sentiment_score":-0.08175430446863174}],"sentiment":"neutral","sentiment_score":-0.08175430446863174,"channel":1,"num_words":1,"start":110.805,"end":111.305},{"sentences":[{"text":"to","start":110.895004,"end":111.395004,"sentiment":"neutral","sentiment_score":-0.09796328842639924}],"sentiment":"neutral","sentiment_score":-0.09796328842639924,"channel":0,"num_words":1,"start":110.895004,"end":111.395004},{"sentences":[{"text":"I tried to do 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go to your customer portal to make sure I can provide you real time assistance if","start":143.51,"end":150.71,"sentiment":"neutral","sentiment_score":0.11599266846422795}],"sentiment":"neutral","sentiment_score":0.10555792358276006,"channel":0,"num_words":37,"start":131.22499,"end":150.71},{"sentences":[{"text":"Alright.","start":150.69,"end":151.19,"sentiment":"neutral","sentiment_score":0.07138943672180176}],"sentiment":"neutral","sentiment_score":0.07138943672180176,"channel":1,"num_words":1,"start":150.69,"end":151.19},{"sentences":[{"text":"you need it.","start":150.71,"end":151.53,"sentiment":"neutral","sentiment_score":0.06374884645144145}],"sentiment":"neutral","sentiment_score":0.06374884645144145,"channel":0,"num_words":3,"start":150.71,"end":151.53},{"sentences":[{"text":"So let me see where I'm at.","start":151.49,"end":155.35,"sentiment":"neutral","sentiment_score":0.03270404173859528},{"text":"I'm in I went into the, you know, the 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showing up yet.","start":242.83,"end":244.43,"sentiment":"neutral","sentiment_score":-0.25622543394565583},{"text":"I'll go to mobile.","start":244.43,"end":246.82501,"sentiment":"neutral","sentiment_score":-0.09265424497425556},{"text":"Here it is.","start":247.445,"end":248.40501,"sentiment":"neutral","sentiment_score":-0.04473337531089783},{"text":"Yes.","start":248.40501,"end":248.90501,"sentiment":"neutral","sentiment_score":0.0024355556815862656},{"text":"Yes.","start":249.285,"end":249.785,"sentiment":"neutral","sentiment_score":0.009577153250575066}],"sentiment":"neutral","sentiment_score":-0.12670939761613095,"channel":1,"num_words":14,"start":242.83,"end":249.785},{"sentences":[{"text":"Yes.","start":250.485,"end":250.88501,"sentiment":"neutral","sentiment_score":0.006363295949995518},{"text":"I'm there now.","start":250.88501,"end":251.945,"sentiment":"neutral","sentiment_score":-0.01242407721777757},{"text":"So you've got so there's a mistake that I've been 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yet.","start":708.89,"end":711.71,"sentiment":"neutral","sentiment_score":-0.020542507991194725}],"sentiment":"neutral","sentiment_score":0.014695805155982573,"channel":1,"num_words":15,"start":702.28503,"end":711.71},{"sentences":[{"text":"No.","start":712.65,"end":712.89,"sentiment":"neutral","sentiment_score":-0.13362178206443787},{"text":"That as yet, it's just the one that you sent me originally, you know, with the password and the username.","start":712.89,"end":718.735,"sentiment":"neutral","sentiment_score":-0.10418140329420567},{"text":"The other two, as yet, haven't come through.","start":719.515,"end":722.255,"sentiment":"neutral","sentiment_score":-0.2131041008979082}],"sentiment":"neutral","sentiment_score":-0.13524422948730402,"channel":1,"num_words":29,"start":712.65,"end":722.255},{"sentences":[{"text":"Let me check on my end 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password.","start":732.52997,"end":738.685,"sentiment":"neutral","sentiment_score":0.03600056808103214},{"text":"Right?","start":738.745,"end":739.245,"sentiment":"neutral","sentiment_score":0.03433278575539589}],"sentiment":"neutral","sentiment_score":0.03408751386002852,"channel":0,"num_words":13,"start":732.12994,"end":739.245},{"sentences":[{"text":"Yes.","start":739.56,"end":740.06,"sentiment":"neutral","sentiment_score":0.06013580039143562},{"text":"Yes.","start":740.27997,"end":740.77997,"sentiment":"neutral","sentiment_score":0.08720614016056061}],"sentiment":"neutral","sentiment_score":0.07367097027599812,"channel":1,"num_words":2,"start":739.56,"end":740.77997},{"sentences":[{"text":"Okay.","start":740.745,"end":741.245,"sentiment":"neutral","sentiment_score":0.14710168540477753},{"text":"Thank you.","start":741.465,"end":742.265,"sentiment":"positive","sentiment_score":0.35352492332458496},{"text":"So, technically, for the payment receipt, please wait within thirty minutes because it's system generated 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it sent to you.","start":753.33,"end":754.45,"sentiment":"neutral","sentiment_score":0.0889049619436264}],"sentiment":"neutral","sentiment_score":0.0889049619436264,"channel":0,"num_words":5,"start":753.33,"end":754.45},{"sentences":[{"text":"Yes.","start":754.395,"end":754.875,"sentiment":"neutral","sentiment_score":0.09742766618728638}],"sentiment":"neutral","sentiment_score":0.09742766618728638,"channel":1,"num_words":1,"start":754.395,"end":754.875},{"sentences":[{"text":"Yeah.","start":754.45,"end":754.95,"sentiment":"neutral","sentiment_score":0.1169014424085617}],"sentiment":"neutral","sentiment_score":0.1169014424085617,"channel":0,"num_words":1,"start":754.45,"end":754.95},{"sentences":[{"text":"That's okay.","start":754.875,"end":756.015,"sentiment":"neutral","sentiment_score":0.14262668043375015},{"text":"And","start":757.05,"end":757.29,"sentiment":"neutral","sentiment_score":0.0885663703083992}],"sentiment":"neutral","sentiment_score":0.12460657705863316,"channel":1,"num_words":3,"start":754.875,"end":757.29},{"sentences":[{"text":"And","start":757.17004,"end":757.41003,"sentiment":"neutral","sentiment_score":0.060613371431827545}],"sentiment":"neutral","sentiment_score":0.060613371431827545,"channel":0,"num_words":1,"start":757.17004,"end":757.41003},{"sentences":[{"text":"then","start":757.29,"end":757.79,"sentiment":"neutral","sentiment_score":0.058705586940050125}],"sentiment":"neutral","sentiment_score":0.058705586940050125,"channel":1,"num_words":1,"start":757.29,"end":757.79},{"sentences":[{"text":"then oh, I'm sorry.","start":757.41003,"end":760.69,"sentiment":"neutral","sentiment_score":0.023076632525771856},{"text":"Go 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well to your email address.","start":769.49506,"end":779.59503,"sentiment":"neutral","sentiment_score":0.17830210510227415}],"sentiment":"neutral","sentiment_score":0.17452077170213062,"channel":0,"num_words":30,"start":767.97504,"end":779.59503},{"sentences":[{"text":"That's fine.","start":780.14496,"end":780.96497,"sentiment":"neutral","sentiment_score":0.20174287259578705},{"text":"Alright,","start":781.26495,"end":781.665,"sentiment":"neutral","sentiment_score":0.2964067757129669}],"sentiment":"neutral","sentiment_score":0.23329750696818033,"channel":1,"num_words":3,"start":780.14496,"end":781.665},{"sentences":[{"text":"Mhmm.","start":781.51,"end":782.01,"sentiment":"neutral","sentiment_score":0.23811578750610352}],"sentiment":"neutral","sentiment_score":0.23811578750610352,"channel":0,"num_words":1,"start":781.51,"end":782.01},{"sentences":[{"text":"Melissa.","start":781.665,"end":782.165,"sentiment":"neutral","sentiment_score":0.27605950832366943},{"text":"Well, thank you for your help today.","start":782.46497,"end":784.245,"sentiment":"positive","sentiment_score":0.6958900349480766}],"sentiment":"positive","sentiment_score":0.6434112191200256,"channel":1,"num_words":8,"start":781.665,"end":784.245},{"sentences":[{"text":"Mhmm.","start":784.70996,"end":785.20996,"sentiment":"positive","sentiment_score":0.42463362216949463},{"text":"It's my pleasure, Judy.","start":785.58997,"end":787.37,"sentiment":"positive","sentiment_score":0.6933011710643768},{"text":"And I do hope you do have a great day ahead.","start":787.58997,"end":791.19,"sentiment":"positive","sentiment_score":0.7329900698228315},{"text":"Please be safe always.","start":791.19,"end":792.55,"sentiment":"neutral","sentiment_score":0.31945131346583366},{"text":"If you need any assistance, just let us know and we are happy to assist.","start":792.55,"end":797.045,"sentiment":"positive","sentiment_score":0.3828463484843572}],"sentiment":"positive","sentiment_score":0.5223208444459098,"channel":0,"num_words":35,"start":784.70996,"end":797.045},{"sentences":[{"text":"Okay?","start":797.045,"end":797.545,"sentiment":"neutral","sentiment_score":0.3025084137916565}],"sentiment":"neutral","sentiment_score":0.3025084137916565,"channel":0,"num_words":1,"start":797.045,"end":797.545},{"sentences":[{"text":"Yes.","start":797.93494,"end":798.4149,"sentiment":"positive","sentiment_score":0.5048681497573853},{"text":"Thank 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The customer struggles to find the correct page but eventually updates their information and receives instructions on their plan and upload and download speeds. The agent confirms the payment details and sends payment details via email. The customer provides credit card information and receives instructions on their plan and upload and download speeds, and is advised to wait for a missing email. The call ends with the agent thanking the customer and wishing them a good day."},"intents":{"segments":[{"text":"Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal?","start_word":71,"end_word":94,"intents":[{"intent":"Process payment","confidence_score":0.3570631}]},{"text":"we've provided you the password. It's system generated. Alright.","start_word":311,"end_word":319,"intents":[{"intent":"Provide password","confidence_score":0.18760769}]},{"text":"So anytime I go into the Airtel page and then go into my account, I need to put in that username, which Mhmm. is that number. Mm-mm. It'll Mm-mm. stay the same, will it? Yes. That's correct. Yes. Username, it's still the same. And then your password, it could be changed from your profile section if you prefer to. Yeah.","start_word":594,"end_word":653,"intents":[{"intent":"Manage account settings","confidence_score":0.007778484}]},{"text":"Then I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time. Unless I Yes.","start_word":673,"end_word":704,"intents":[{"intent":"Use this password","confidence_score":0.00070647086},{"intent":"Use the password","confidence_score":0.015232943}]},{"text":"So you can take my payment over the phone if you like. Okay. Surely.","start_word":747,"end_word":760,"intents":[{"intent":"Process payment","confidence_score":0.015721593}]},{"text":"I'm glad to use my Visa card. Visa card. Okay.","start_word":793,"end_word":802,"intents":[{"intent":"Use the card","confidence_score":0.024971332}]},{"text":"It's validating the code now.","start_word":998,"end_word":1002,"intents":[{"intent":"Validate code","confidence_score":0.39227083}]},{"text":"email address, okay, for your Yep. reference.","start_word":1029,"end_word":1035,"intents":[{"intent":"Resolve email issue","confidence_score":0.0015166601}]},{"text":"Now the other thing I wanted to ask you, Melissa, I don't really know what my plan Mm-mm. is. You know, it's like up upload, download, all that sort of thing. So is there something that can just be sent to me that gives me the details of the plan that I have?","start_word":1036,"end_word":1088,"intents":[{"intent":"Provide plan details","confidence_score":0.17288676}]},{"text":"It's going to fix number. Important changes. Mhmm.","start_word":1217,"end_word":1224,"intents":[{"intent":"Fix number of changes to mobile plan","confidence_score":0.029323677}]},{"text":"I think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means. I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that. So if it isn't through yet, it will come through. Mhmm.","start_word":1304,"end_word":1357,"intents":[{"intent":"Confirm payment","confidence_score":0.12607731}]},{"text":"I think I've got the customer one.","start_word":1376,"end_word":1382,"intents":[{"intent":"Check customer information","confidence_score":0.06387439}]},{"text":"So, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt. Alright. Yes.","start_word":1461,"end_word":1478,"intents":[{"intent":"Verify and send payment receipt","confidence_score":0.0000055536893}]},{"text":"We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address. That's fine.","start_word":1524,"end_word":1552,"intents":[{"intent":"Confirm receipt and download details","confidence_score":0.0025407404},{"intent":"Send email to tech rep","confidence_score":0.08623244}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. Thank you so much for calling your toll account. How may I help you today?","start_word":0,"end_word":17,"sentiment":"positive","sentiment_score":0.6726148724555969},{"text":"Hello? Is is that is that Melissa? Yes. I'm speaking to Judy? Yes, Melissa. I've been on the Internet trying to put in my you know, get onto my account with my password and everything, and it keeps telling me it's all wrong. So you need to help me, please. Okay. Sure. Sure. Would you like me to process your payment over the phone, or you don't have your password to log in to the customer portal? Well, I'm I think I'll get you to take it over the phone. But before you Uh-uh. do that, I need you to explain to me because I've got a password.","start_word":18,"end_word":125,"sentiment":"neutral","sentiment_score":-0.12905842065811157},{"text":"So I put the password in that I think that is my password, and it keeps saying it's not right.","start_word":126,"end_word":145,"sentiment":"negative","sentiment_score":-0.3942734599113464},{"text":"So maybe you need to talk me through how to make sure I've got the right you know, I put in my Okay. email address and then I put my password, you know. So if you can give me the right steps, that would be helpful. Mm-mm. Okay. Sure. Sure. So while I have you on the line, let me just go ahead and forward the email and then clearly indicate your password. Okay? One moment here. Let me just grab your password. Just bear with me. Password. One moment, please. Let me just put here the password. And you have an option as well to change it through the profile. One moment. It's almost done. I'm about to send it. Yeah. Just See, I trying tried to I tried to do that. I tried to change it, but it still didn't work. So is is the password the one that I've got that I've given Airtel, or is it one that Airtel's given me? we've provided you the password. It's system generated. Alright. So yeah. Okay. Alright. It's sent out including the password. Then I'll be on the line while you are trying to go to your customer portal to make sure I can provide you real time assistance if Alright. you need it. So let me see where I'm at. I'm in I went into the, you know, the helpline. So I need to go into probably this one. I want to see.","start_word":146,"end_word":390,"sentiment":"neutral","sentiment_score":-0.002802303266160342},{"text":"I just got it's disconnecting. That's just a bit slow.","start_word":391,"end_word":400,"sentiment":"negative","sentiment_score":-0.4531499147415161},{"text":"Because the other thing that it said was that I could change my password or I could use the number, which is a password, I I think, that Airtel put up there. And it said on this page, but I didn't know how to use it on this page, the one that they put up. Alright. So try to do this first. Just go to the link, copy and paste the link. And first thing first, have you received my email Alright. now? Just a sec. Just a sec. I'll check. Okay. Let's see. Goodness. Where is that? Here. Go back. I'll have to go I'll cancel there. I just have to go in a different spot. No. That's the right spot. No. It's not showing up yet. I'll go to mobile. Here it is. Yes. Yes. Yes. I'm there now. So you've got so there's a mistake that I've been making. I've been doing username as my email, but it's actually this number. Oh, okay. Got it. So I just used the one that I sent, the username, sets of numbers, and then password. Better to copy and paste it. Right. Okay. So anytime I go into the Airtel page and then go into my account, I need to put in that username, which Mhmm. is that number. Mm-mm. It'll Mm-mm. stay the same, will it? Yes. That's correct. Yes. Username, it's still the same. And then your password, it could be changed from your profile section if you prefer to. Yeah. Alright. Okay. Just a I'll take a photo of that so that I've got it for later. Oh, okay. Then I can use this if I decide to just use the password that Airtel has given me, I can just use that that same one all the time. Unless I Yes. change oh, Yeah. look. Correct.","start_word":401,"end_word":709,"sentiment":"neutral","sentiment_score":0.0046890196435659835},{"text":"But I wonder I couldn't get in.","start_word":710,"end_word":716,"sentiment":"negative","sentiment_score":-0.36890098452568054},{"text":"Okay. Well, I think you've sorted that for me now. Because Mhmm.","start_word":717,"end_word":728,"sentiment":"neutral","sentiment_score":-0.1333339959383011},{"text":"once I do that I mean, I just had the wrong information that I was doing.","start_word":729,"end_word":744,"sentiment":"negative","sentiment_score":-0.407772958278656},{"text":"So okay. So you can take my payment over the phone if you like. Okay. Surely. Surely. One moment. I'll just go back to the payment page. So today, we will be processing $79.95 for your March invoice. Are you going to use your Visa or your Mastercard?","start_word":745,"end_word":792,"sentiment":"neutral","sentiment_score":0.12171677500009535},{"text":"I'm glad to use my Visa card.","start_word":793,"end_word":799,"sentiment":"positive","sentiment_score":0.5157414078712463},{"text":"Visa card. Okay.","start_word":800,"end_word":802,"sentiment":"neutral","sentiment_score":0.2838989794254303},{"text":"Thank you.","start_word":803,"end_word":804,"sentiment":"positive","sentiment_score":0.46051979064941406},{"text":"Let me just select Visa. It's loading now. Visa. Visa. Okay. May I have the card number, please? Yes. It's 4072 Okay. 4072 and 2090. two 090 Yes. Then it's 1402. 1402 Yes. And 6894. 6894. Thank you. Yes. Expiration date, please? It's the eleventh twenty six. 11/26. Okay. Yeah. Security code, please? Yes. It's 480. 480. Yeah. Thank you. And the name as to the person on your card is Judy Matthew? It's yeah. Doctor Judy McHugh, it's got on it. Okay.","start_word":805,"end_word":887,"sentiment":"neutral","sentiment_score":0.074364073574543},{"text":"Thank you.","start_word":888,"end_word":889,"sentiment":"positive","sentiment_score":0.3398013114929199},{"text":"Let me put here. Alright. And have you received the text message? If you do so, please kindly state the one time code so you can authorize the payment. I should enter it on my end. Alright on. So what does it say? Yeah. It's it's from a n z, it says. So that's Yes. yeah. So what does it say? I'm not sure this is not so the so you need that passcode, do Yes. I'll be needing to enter it on the system so the payment could go through. Okay. But it's 407 and Four and it's 5407568.","start_word":890,"end_word":989,"sentiment":"neutral","sentiment_score":0.03298363612964749},{"text":"thank you.","start_word":990,"end_word":991,"sentiment":"positive","sentiment_score":0.4420756697654724},{"text":"407568. That's right.","start_word":992,"end_word":994,"sentiment":"neutral","sentiment_score":0.21105162799358368},{"text":"Alright. Thank you. It's validating the code now. And there we go, miss Judy. Your March payment has been successfully processed. And then, also, you will receive your payment receipt shortly to your Yes.","start_word":995,"end_word":1028,"sentiment":"positive","sentiment_score":0.5569445490837097},{"text":"email address, okay, for your Yep. reference. Now the other thing I wanted to ask you, Melissa, I don't really know what my plan Mm-mm. is. You know, it's like up upload, download, all that sort of thing. So is there something that can just be sent to me that gives me the details of the plan that I have? Mhmm. Yes. I can go ahead and send you. However, I can also see on here that your plan is under what we call super standard fifty twenty MBPS. So, basically, the upload or the download is 50 and the upload is 20. You are in twenty, fifty, 20 MBPS. But if you wish to, I can send you the details through your email for your reference. Yeah. That would be good. Because then I Mm-mm. can just put that away and I'll know what it is. Yeah. Surely. Surely. Just check your email to your inbox on spam folder. You will be getting two emails, your payment receipt and the copy of your, Internet plan for your future reference as well.","start_word":1029,"end_word":1210,"sentiment":"neutral","sentiment_score":0.025899700820446014},{"text":"Very good.","start_word":1211,"end_word":1212,"sentiment":"positive","sentiment_score":0.3773008584976196},{"text":"Oh, what's it doing? It's going to fix number. Important changes. Mhmm. Supa standard fifty twenty. Where is it? Oh, wait on. Is this another one? Oh, so there's an email saying in important changes to your mobile plan. I I presume that was that from you or that's just from Airtel? Yes. We're sending a a text through our system. Alright. Let's see. Alright. And then this one is I mean, the this one's just the payment saying it's but I don't know. Does it say what does it say? I think that's just that's at at $4.24, and it's saying, you know, I think I don't know what that means. I still need to pay it there, but like you know, it's being paid, so I don't need to worry about that. So if it isn't through yet, it will come through. Mhmm. That's right. So the one you said let's see. Oh, wait on. I'll just have a look here. I think I've got the customer one. Oh, that was the change part, let's see. HR service. Oh, yeah. Then that's the one. And then this one. Actually as yet. No. That as yet, it's just the one that you sent me originally, you know, with the password and the username. The other two, as yet, haven't come through. Let me check on my end here. Yeah. Okay. So the most recent you received was the username and password. Right? Yes. Yes. Okay.","start_word":1213,"end_word":1458,"sentiment":"neutral","sentiment_score":0.02138946842917097},{"text":"Thank you.","start_word":1459,"end_word":1460,"sentiment":"positive","sentiment_score":0.34788092970848083},{"text":"So, technically, for the payment receipt, please wait within thirty minutes because it's system generated receipt. Alright. Yes. That's They'll fair. have it sent to you. Yes. Yeah. That's okay. And And then then oh, I'm sorry. Go ahead. oh, you were just going to send the other, you know, the details an email and the details of my account. Yes. Yes. Correct. We will confirm up to our tech rep what is your download and upload, and then we'll send it to you as well to your email address. That's fine. Alright, Mhmm. Melissa.","start_word":1461,"end_word":1555,"sentiment":"neutral","sentiment_score":0.10917102545499802},{"text":"Well, thank you for your help today. Mhmm. It's my pleasure, Judy. And I do hope you do have a great day ahead. Please be safe always. If you need any assistance, just let us know and we are happy to assist.","start_word":1556,"end_word":1597,"sentiment":"positive","sentiment_score":0.5456688957554954},{"text":"Okay?","start_word":1598,"end_word":1598,"sentiment":"neutral","sentiment_score":0.3025084137916565},{"text":"Yes. Thank you. And Okay. you you have Thank a good you. day too. Thank Bye. you so much.","start_word":1599,"end_word":1617,"sentiment":"positive","sentiment_score":0.5836851000785828},{"text":"Bye bye.","start_word":1618,"end_word":1619,"sentiment":"neutral","sentiment_score":0.2935957610607147}],"average":{"sentiment":"neutral","sentiment_score":0.04652294402426862}}}}