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We're trying to get on hold with you to check an update in reference to your July invoice. It's still showing overdue. We'd like to check if you already processed the payment or if you did help to process your payment over the phone. This is about your Internet bill, Airtel Internet service oh, yeah. We can use your Visa or Mastercard. Which one you would like to so we can just process your payment and put your account in current again to avoid any service disruption? Alright. Sure. Let's go ahead and do this. Is this a Visa or a Mastercard? Okay. Thank you so much. So your balance is outstanding is $79.80. Okay. Let me select Mastercard here. Okay. May I have your card number, please? Mhmm. Thank you. 5163610096006968. Okay. Expires? Oh, I'm sorry. I just heard 02/08. Have you mentioned 0628? Okay. Thank you so much for repeating that. 0728. And then security code, please? 904. And how does your name is it the person on this Mastercard? Mhmm. Mhmm. Okay. Perfect. And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card? Okay. Sure. So once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today. One moment. 904. K. Alright. So, Josena, the payment has been processed successfully. Your payment receipt will be sure sent you to your email address. Okay? Alright. Thank you so much for your time in answering my phone call. You do have a great day, and be safe. Thank you. 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Good morning. Hi. Good morning. This is Airtel accounts.\n\nHow are you today, Faustina? That's great to hear. We're trying to get on hold with you to check an update in reference to your July invoice. It's still showing overdue. We'd like to check if you already processed the payment or if you did help to process your payment over the phone.\n\nThis is about your Internet bill, Airtel Internet service oh, yeah. We can use your Visa or Mastercard. Which one you would like to so we can just process your payment and put your account in current again to avoid any service disruption? Alright. Sure.\n\nLet's go ahead and do this. Is this a Visa or a Mastercard? Okay. Thank you so much. So your balance is outstanding is $79.80.\n\nOkay. Let me select Mastercard here. Okay. May I have your card number, please? Mhmm.\n\nThank you. 5163610096006968. Okay. Expires? Oh, I'm sorry.\n\nI just heard 02/08. Have you mentioned 0628? Okay. Thank you so much for repeating that. 0728.\n\nAnd then security code, please? 904. And how does your name is it the person on this Mastercard? Mhmm. Mhmm.\n\nOkay. Perfect. And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card? Okay. Sure.\n\nSo once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today. One moment. 904.\n\nK. Alright. So, Josena, the payment has been processed successfully. Your payment receipt will be sure sent you to your email address. Okay?\n\nAlright. Thank you so much for your time in answering my phone call. You do have a great day, and be safe. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.035915106534957886},{"text":"Good morning.","start":2.96,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.23797230422496796},{"text":"Hi.","start":3.9199998,"end":4.3199997,"sentiment":"neutral","sentiment_score":0.1814776062965393},{"text":"Good morning.","start":4.3199997,"end":4.88,"sentiment":"neutral","sentiment_score":0.3118448853492737},{"text":"This is Airtel accounts.","start":4.88,"end":6.16,"sentiment":"neutral","sentiment_score":0.2242039479315281}],"sentiment":"neutral","sentiment_score":0.22138428837060928,"num_words":10,"start":2.6399999,"end":6.16},{"sentences":[{"text":"How are you today, Faustina?","start":6.16,"end":7.54,"sentiment":"neutral","sentiment_score":0.32071183919906615},{"text":"That's great to hear.","start":9.92,"end":11.12,"sentiment":"positive","sentiment_score":0.7030410617589951},{"text":"We're trying to get on hold with 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Hi. Good morning.\n\nChannel 1: Yes.\n\nChannel 0: This is Airtel accounts. How are you today, Faustina?\n\nChannel 1: I'm good. Thank you.\n\nChannel 0: That's great to hear. We're trying to get on hold with you to check an update in reference to your July invoice. It's still showing overdue. We'd like to check if you already processed the payment or if you did help to process your payment over the phone.\n\nChannel 1: Sorry. What is this supposed to do?\n\nChannel 0: This is about your Internet bill, Airtel\n\nChannel 1: Oh,\n\nChannel 0: Internet\n\nChannel 1: my god.\n\nChannel 0: service\n\nChannel 1: I'm so sorry. Sorry. We just got back from going away. Yep. Can I do that again?\n\nI'm gonna find now.\n\nChannel 0: oh, yeah. We can use your Visa or Mastercard. Which one you would like to so we can just process your payment and put your account in current again to avoid any service disruption?\n\nChannel 1: Yep. Sure. Sorry.\n\nChannel 0: Alright. Sure. Let's go ahead and do this. Is this a Visa or a Mastercard?\n\nChannel 1: Mastercard.\n\nChannel 0: Okay. Thank you so much. So your balance is outstanding is $79.80.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Let me select Mastercard here. Okay. May I have your card number, please?\n\nChannel 1: Yep. 51636100\n\nChannel 0: Mhmm.\n\nChannel 1: 96006968.\n\nChannel 0: Thank you. 5163610096006968.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Expires?\n\nChannel 1: 07/28.\n\nChannel 0: Oh, I'm sorry. I just heard 02/08. Have you mentioned 0628?\n\nChannel 1: No. 0728.\n\nChannel 0: Okay. Thank you so much for repeating that. 0728. And then security code, please?\n\nChannel 1: 904.\n\nChannel 0: 904. And how does your name is it the person on this Mastercard?\n\nChannel 1: So it's f\n\nChannel 0: Mhmm.\n\nChannel 1: space g\n\nChannel 0: Mhmm.\n\nChannel 1: space a m I t u a m a I, my last name.\n\nChannel 0: Okay. Perfect. And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card?\n\nChannel 1: Yeah. Sure.\n\nChannel 0: Okay. Sure. So once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today.\n\nOne moment. 904. K.\n\nChannel 1: No. Jasmine, no.\n\nChannel 0: Alright. So, Josena, the payment has been processed successfully. Your payment receipt will be sure sent you to your email address. Okay?\n\nChannel 1: Yep. Sure.\n\nChannel 0: Alright. Thank you so much for your time in answering my phone call. You do have a great day, and be safe. Thank you.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.035915106534957886}],"sentiment":"neutral","sentiment_score":0.035915106534957886,"channel":0,"num_words":1,"start":2.6399999,"end":2.96},{"sentences":[{"text":"Hello?","start":2.72,"end":3.22,"sentiment":"neutral","sentiment_score":0.04492299258708954}],"sentiment":"neutral","sentiment_score":0.04492299258708954,"channel":1,"num_words":1,"start":2.72,"end":3.22},{"sentences":[{"text":"Good morning.","start":2.96,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.23797230422496796},{"text":"Hi.","start":3.9199998,"end":4.3199997,"sentiment":"neutral","sentiment_score":0.1814776062965393},{"text":"Good 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moment.","start":175.92,"end":176.66,"sentiment":"neutral","sentiment_score":0.10351701825857162},{"text":"904.","start":178.225,"end":179.68501,"sentiment":"neutral","sentiment_score":0.04712870717048645},{"text":"K.","start":181.425,"end":181.925,"sentiment":"neutral","sentiment_score":0.053844600915908813}],"sentiment":"neutral","sentiment_score":0.07700183615088463,"channel":0,"num_words":4,"start":175.92,"end":181.925},{"sentences":[{"text":"No.","start":186.935,"end":187.175,"sentiment":"neutral","sentiment_score":0.030272014439105988},{"text":"Jasmine, no.","start":187.175,"end":188.235,"sentiment":"neutral","sentiment_score":-0.023131449706852436}],"sentiment":"neutral","sentiment_score":-0.005330294991532962,"channel":1,"num_words":3,"start":186.935,"end":188.235},{"sentences":[{"text":"Alright.","start":193.24,"end":193.72,"sentiment":"neutral","sentiment_score":0.1449270248413086},{"text":"So, Josena, the payment has been processed successfully.","start":193.72,"end":196.86,"sentiment":"neutral","sentiment_score":0.3011964187026024},{"text":"Your payment receipt will be sure sent you to your email address.","start":197.56001,"end":201.8,"sentiment":"neutral","sentiment_score":0.2263289950788021},{"text":"Okay?","start":201.8,"end":202.21494,"sentiment":"neutral","sentiment_score":0.14174920320510864}],"sentiment":"neutral","sentiment_score":0.24600888720967554,"channel":0,"num_words":22,"start":193.24,"end":202.21494},{"sentences":[{"text":"Yep.","start":202.63,"end":202.95,"sentiment":"neutral","sentiment_score":0.1316114068031311},{"text":"Sure.","start":202.95,"end":203.45,"sentiment":"neutral","sentiment_score":0.22732195258140564}],"sentiment":"neutral","sentiment_score":0.17946667969226837,"channel":1,"num_words":2,"start":202.63,"end":203.45},{"sentences":[{"text":"Alright.","start":203.73494,"end":204.13493,"sentiment":"positive","sentiment_score":0.33984503149986267},{"text":"Thank you so much for your time in answering my phone call.","start":204.13493,"end":206.77493,"sentiment":"positive","sentiment_score":0.691126137971878},{"text":"You do have a great day, and be safe.","start":206.77493,"end":208.63493,"sentiment":"positive","sentiment_score":0.7369774580001831},{"text":"Thank you.","start":208.77493,"end":209.59494,"sentiment":"positive","sentiment_score":0.5401963889598846}],"sentiment":"positive","sentiment_score":0.6811061911284924,"channel":0,"num_words":24,"start":203.73494,"end":209.59494},{"sentences":[{"text":"Thank you.","start":209.19,"end":210.01001,"sentiment":"positive","sentiment_score":0.4865393340587616},{"text":"Bye.","start":210.07,"end":210.57,"sentiment":"neutral","sentiment_score":0.21107657253742215}],"sentiment":"positive","sentiment_score":0.39471841355164844,"channel":1,"num_words":3,"start":209.19,"end":210.57},{"sentences":[{"text":"Bye bye.","start":210.85493,"end":211.59494,"sentiment":"neutral","sentiment_score":0.03370841220021248}],"sentiment":"neutral","sentiment_score":0.03370841220021248,"channel":0,"num_words":2,"start":210.85493,"end":211.59494}]},"summary":{"result":"success","short":"The customer calls Airtel to inquire about their overdue July invoice and the agent informs them that they are trying to check if they have already processed a payment or helped with a payment over the phone. The agent then confirms the customer's payment and sets up a direct debit, sending a confirmation email. The call ends with the agent thanking the customer for their time and wishing them a good day."},"intents":{"segments":[{"text":"We're trying to get on hold with you to check an update in reference to your July invoice. It's still showing overdue. We'd like to check if you already processed the payment or if you did help to process your payment over the phone. Sorry.","start_word":25,"end_word":69,"intents":[{"intent":"Check payment status","confidence_score":0.34961155}]},{"text":"And then security code, please?","start_word":222,"end_word":226,"intents":[{"intent":"Provide security code","confidence_score":0.13869551}]},{"text":"And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card? Yeah.","start_word":263,"end_word":285,"intents":[{"intent":"Consider direct debit","confidence_score":0.00045402473}]},{"text":"And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card? Yeah. Sure.","start_word":263,"end_word":286,"intents":[{"intent":"Confirm payment method","confidence_score":0.023810359}]},{"text":"So once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today. One moment.","start_word":289,"end_word":316,"intents":[{"intent":"Confirm payment","confidence_score":0.023154754}]},{"text":"So once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today. One moment. 904. K. No. Jasmine, no. Alright. So, Josena, the payment has been processed successfully. Your payment receipt will be sure sent you to your email address. Okay?","start_word":289,"end_word":343,"intents":[{"intent":"Provide confirmation","confidence_score":0.0004914624}]},{"text":"Let me proceed with this payment today. One moment.","start_word":308,"end_word":316,"intents":[{"intent":"Process payment","confidence_score":0.0058279154}]},{"text":"Thank you.","start_word":370,"end_word":371,"intents":[{"intent":"End call","confidence_score":0.1195526}]}]},"sentiments":{"segments":[{"text":"Hi. Hello? Good morning. Hi. Good morning. This Yes. is Airtel accounts. How are you today, Faustina?","start_word":0,"end_word":16,"sentiment":"neutral","sentiment_score":0.24410828948020935},{"text":"I'm good. Thank you. That's great to hear.","start_word":17,"end_word":24,"sentiment":"positive","sentiment_score":0.6343391537666321},{"text":"We're trying to get on hold with you to check an update in reference to your July invoice. It's still showing overdue. We'd like to check if you already processed the payment or if you did help to process your payment over the phone. Sorry. What is this supposed to do? This is about your Internet bill, Airtel Oh, Internet my god. service I'm so sorry. Sorry. We just got back from going away. Yep. Can I do that again? I'm gonna find now. oh, yeah. We can use your Visa or Mastercard. Which one you would like to so we can just process your payment and put your account in current again to avoid any service disruption? Yep. Sure. Sorry. Alright. Sure. Let's go ahead and do this. Is this a Visa or a Mastercard? Mastercard. Okay. Thank you so much. So your balance is outstanding is $79.80. Yeah. Okay. Let me select Mastercard here. Okay. May I have your card number, please? Yep. 51636100 Mhmm. 96006968.","start_word":25,"end_word":192,"sentiment":"neutral","sentiment_score":-0.01628051862298023},{"text":"Thank you.","start_word":193,"end_word":194,"sentiment":"positive","sentiment_score":0.4201263189315796},{"text":"5163610096006968. Yep. Okay. Expires? 07/28. Oh, I'm sorry. I just heard 02/08. Have you mentioned 0628? No. 0728. Okay.","start_word":195,"end_word":213,"sentiment":"neutral","sentiment_score":0.006690654903650284},{"text":"Thank you so much for repeating that.","start_word":214,"end_word":220,"sentiment":"positive","sentiment_score":0.4491828382015228},{"text":"0728. And then security code, please? 904. 904. And how does your name is it the person on this Mastercard? So it's f Mhmm. space g Mhmm. space a m I t u a m a I, my last name. Okay.","start_word":221,"end_word":261,"sentiment":"neutral","sentiment_score":0.05891083925962448},{"text":"Perfect.","start_word":262,"end_word":262,"sentiment":"positive","sentiment_score":0.535668134689331},{"text":"And to avoid any late fees and ensure timely payment, would you like to set up a direct debit using this card? Yeah. Sure. Okay. Sure. So once it was successfully set up, you will also receive a email confirmation about the direct debit. Okay? Let me proceed with this payment today. One moment. 904. K. No. Jasmine, no. Alright. So, Josena, the payment has been processed successfully. Your payment receipt will be sure sent you to your email address. Okay? Yep. Sure.","start_word":263,"end_word":345,"sentiment":"neutral","sentiment_score":0.20509953796863556},{"text":"Alright. Thank you so much for your time in answering my phone call. You do have a great day, and be safe. Thank you. Thank you.","start_word":346,"end_word":371,"sentiment":"positive","sentiment_score":0.6426432132720947},{"text":"Bye. Bye bye.","start_word":372,"end_word":374,"sentiment":"neutral","sentiment_score":0.18971281250317892}],"average":{"sentiment":"neutral","sentiment_score":0.12186256526469366}}}}