{"metadata":{"transaction_key":"deprecated","request_id":"019e85d6-e196-79a3-9190-36a36f2b2390","sha256":"95c77d60d61b3c4940c341f6cda75d372546c61e9dc82d30cf731c474983ac58","created":"2026-06-02T00:58:35.050Z","duration":612.28796,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":1835,"output_tokens":74},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2014,"output_tokens":2018},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2014,"output_tokens":100}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your account. How may I help you today? Oh, we appreciate your call today, and I would love to check your account here. May I have your full name, please? Thank you so much. Nice to have you in the line, Joanne. Let me just go ahead and go over to your account here. Alright? Just bear with me. Thank you. Okay. Mhmm. I understand. So, yeah, that is correct. I'm showing on here that you got the invoice for the new development charges. So as you can see, this is a mandatory payment for the property's first time connecting to the Internet services. And I understand that you are just renting. Right? You are a tenant. Alright. So, technically, you have to get in touch and work with the owner of the building or whoever the person in charge with your rental and let them know that the new development charge was applicable to your address. Because they could be the one who could determine it's per your contract with the owner of the building. If the contract that you agreed upon is indicated that they are handling this kind of fee, then they are the one who will need to settle this amount, or it depends. Reason why you have to get in hold with the owner of the building or whoever that you have a contact about your renting properties. Yeah. Because it it's really like this. So even though you will be because a lot of ISPs, right, Internet service provider and per services has a network. So, technically, your address is enabled for Linham Network. And Linham Network reviewed your account, and it was indicated this address was the first time connecting to the service. Reason why they are applying a mandated fee of new development charges. So even though you will change an ISP, it's the same. It will go back again to the Linham, and they will say that this fee is applicable to your service address. We are not the one who's determining this fee and charging this. It just so happened we are the Internet service provider partnered with Linham, but this fee was for the network itself, which is Linham network, your address. If you would yeah. If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing. $330 new development charges is applicable to your service address. And, again, I understand that you are the tenant, so you have to get on hold with the owner of the building. Yeah. Yeah. That's not how it works. The reason why it's just today because once we've submitted your address, activated the address to the Linham network, that's the time that they could determine, and then we will be waiting for their confirmation information if this address is applicable for the NDC charge. Because also on their end, once we activated and ordered the services for a specific address, they will took a look on their end and determine if the address is applicable for new development charges. And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer. Because they also oh, I'm sorry. You caught up. What is that again? Yeah. I do understand your report. As I've mentioned, that's how it works. It doesn't mean that we get your address and then we can tell you, hey. This is applicable for $330 new development charge. We could know that. We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable. Reason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well. Yeah. Mhmm. Yeah. I understand. And also in the first place, when when you rented this, the owner of the building should inform as well that, hey. This address is the first time to get connected to the Internet service, something like that, because they should know that as well. Got it. So you could yeah. You could confirm with the owner of the building, please. Because yeah. And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address. Because we're just collecting in behalf of them. Okay. Here in Australia, we do have a lot of partnered networks like Supa Network, NBN, Lindholm, Giga, Vines. There's a lot. And then a specific address has enabled for network. So we, ISP, your Internet service provider, partnered with this network because this network are not retailing their services. They are partnering to a Internet service provider company. That's the business work around the service. So, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable charge. Alright? And also I'm sorry. And also, Joanne, since I have you on the line, your plan that you activated is the $79.95. Right? That's your monthly plan. And then you've signed up for twenty four month contract. So, technically, you are eligible for 15% discount for three months. So so your first invoice, actually, it's also rectified. They've applied a 15% discount towards your standard price of $79. No. What I'm telling is the amount, not the MBPS. Yeah. Seventy 9 dollars 95¢ and then the rectified invoice with the 15% discount has been reset as well. So disregard the first one sent, and then the correct one was the the one that was sent this morning for your reference. Alright. And just get back to us. Alright. Thank you. Have a good one, and be safe. 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Thank you so much for calling your account. How may I help you today? Oh, we appreciate your call today, and I would love to check your account here. May I have your full name, please?\n\nThank you so much. Nice to have you in the line, Joanne. Let me just go ahead and go over to your account here. Alright? Just bear with me.\n\nThank you. Okay. Mhmm. I understand. So, yeah, that is correct.\n\nI'm showing on here that you got the invoice for the new development charges. So as you can see, this is a mandatory payment for the property's first time connecting to the Internet services. And I understand that you are just renting. Right? You are a tenant.\n\nAlright. So, technically, you have to get in touch and work with the owner of the building or whoever the person in charge with your rental and let them know that the new development charge was applicable to your address. Because they could be the one who could determine it's per your contract with the owner of the building. If the contract that you agreed upon is indicated that they are handling this kind of fee, then they are the one who will need to settle this amount, or it depends. Reason why you have to get in hold with the owner of the building or whoever that you have a contact about your renting properties.\n\nYeah. Because it it's really like this. So even though you will be because a lot of ISPs, right, Internet service provider and per services has a network. So, technically, your address is enabled for Linham Network. And Linham Network reviewed your account, and it was indicated this address was the first time connecting to the service.\n\nReason why they are applying a mandated fee of new development charges. So even though you will change an ISP, it's the same. It will go back again to the Linham, and they will say that this fee is applicable to your service address. We are not the one who's determining this fee and charging this. It just so happened we are the Internet service provider partnered with Linham, but this fee was for the network itself, which is Linham network, your address.\n\nIf you would yeah. If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing. $330 new development charges is applicable to your service address. And, again, I understand that you are the tenant, so you have to get on hold with the owner of the building. Yeah.\n\nYeah. That's not how it works. The reason why it's just today because once we've submitted your address, activated the address to the Linham network, that's the time that they could determine, and then we will be waiting for their confirmation information if this address is applicable for the NDC charge. Because also on their end, once we activated and ordered the services for a specific address, they will took a look on their end and determine if the address is applicable for new development charges. And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer.\n\nBecause they also oh, I'm sorry. You caught up. What is that again? Yeah. I do understand your report.\n\nAs I've mentioned, that's how it works. It doesn't mean that we get your address and then we can tell you, hey. This is applicable for $330 new development charge. We could know that. We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable.\n\nReason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well. Yeah. Mhmm. Yeah. I understand.\n\nAnd also in the first place, when when you rented this, the owner of the building should inform as well that, hey. This address is the first time to get connected to the Internet service, something like that, because they should know that as well. Got it. So you could yeah. You could confirm with the owner of the building, please.\n\nBecause yeah. And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address. Because we're just collecting in behalf of them. Okay. Here in Australia, we do have a lot of partnered networks like Supa Network, NBN, Lindholm, Giga, Vines.\n\nThere's a lot. And then a specific address has enabled for network. So we, ISP, your Internet service provider, partnered with this network because this network are not retailing their services. They are partnering to a Internet service provider company. That's the business work around the service.\n\nSo, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable charge. Alright? And also I'm sorry. And also, Joanne, since I have you on the line, your plan that you activated is the $79.95. Right?\n\nThat's your monthly plan. And then you've signed up for twenty four month contract. So, technically, you are eligible for 15% discount for three months. So so your first invoice, actually, it's also rectified. They've applied a 15% discount towards your standard price of $79.\n\nNo. What I'm telling is the amount, not the MBPS. Yeah. Seventy 9 dollars 95¢ and then the rectified invoice with the 15% discount has been reset as well. So disregard the first one sent, and then the correct one was the the one that was sent this morning for your reference.\n\nAlright. And just get back to us. Alright. Thank you. Have a good one, and be safe.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.30706506967544556},{"text":"Thank you so much for calling your account.","start":0.39999998,"end":2.5,"sentiment":"positive","sentiment_score":0.5887378081679344},{"text":"How may I help you today?","start":2.6399999,"end":4.02,"sentiment":"positive","sentiment_score":0.5346078972021738},{"text":"Oh, we appreciate your call today, and I would love to check your account here.","start":24.815,"end":29.555,"sentiment":"positive","sentiment_score":0.3976456969976425},{"text":"May I have your full name, please?","start":29.75,"end":31.93,"sentiment":"neutral","sentiment_score":0.1402065966810499}],"sentiment":"positive","sentiment_score":0.41002017702605276,"num_words":37,"start":0.16,"end":31.93},{"sentences":[{"text":"Thank you so 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you.","start":45.215,"end":46.115,"sentiment":"neutral","sentiment_score":0.1798173189163208},{"text":"Okay.","start":48.495003,"end":48.995003,"sentiment":"neutral","sentiment_score":-0.001956053078174591},{"text":"Mhmm.","start":58.87,"end":59.37,"sentiment":"neutral","sentiment_score":-0.08091883361339569},{"text":"I understand.","start":62.949997,"end":63.69,"sentiment":"neutral","sentiment_score":-0.09812532365322113},{"text":"So, yeah, that is correct.","start":64.07,"end":65.59,"sentiment":"neutral","sentiment_score":-0.016291018947958945}],"sentiment":"neutral","sentiment_score":-0.0000859991731968793,"num_words":11,"start":45.215,"end":65.59},{"sentences":[{"text":"I'm showing on here that you got the invoice for the new development charges.","start":65.59,"end":71.53,"sentiment":"neutral","sentiment_score":-0.02921626397541591},{"text":"So as you can see, this is a mandatory payment for the property's first time connecting to the Internet services.","start":72.095,"end":81.795,"sentiment":"neutral","sentiment_score":-0.033367707300931214},{"text":"And I understand that you are just renting.","start":82.415,"end":86.275,"sentiment":"neutral","sentiment_score":-0.05422267923131585},{"text":"Right?","start":86.335,"end":86.835,"sentiment":"neutral","sentiment_score":-0.027245016768574715},{"text":"You are a tenant.","start":87.87,"end":88.93,"sentiment":"neutral","sentiment_score":-0.040283327922225}],"sentiment":"neutral","sentiment_score":-0.03613918306345635,"num_words":47,"start":65.59,"end":88.93},{"sentences":[{"text":"Alright.","start":89.39001,"end":89.79,"sentiment":"neutral","sentiment_score":-0.0020461915992200375},{"text":"So, technically, you have to get in touch and work with the owner of the building or whoever the person in charge with your rental and let them know that the new development charge was applicable to your address.","start":89.79,"end":107.915,"sentiment":"neutral","sentiment_score":-0.051574281440713465},{"text":"Because they could be the one who could determine it's per your contract with the owner of the building.","start":108.535,"end":116.635,"sentiment":"neutral","sentiment_score":-0.06662331090161674},{"text":"If the contract that you agreed upon is indicated that they are handling this kind of fee, then they are the one who will need to settle this amount, or it depends.","start":117.450005,"end":131.31,"sentiment":"neutral","sentiment_score":-0.13362331176176667},{"text":"Reason why you have to get in hold with the owner of the building or whoever that you have a contact about your renting properties.","start":131.785,"end":142.125,"sentiment":"neutral","sentiment_score":-0.12166286498308182}],"sentiment":"neutral","sentiment_score":-0.09135175582647709,"num_words":116,"start":89.39001,"end":142.125},{"sentences":[{"text":"Yeah.","start":145.625,"end":146.04,"sentiment":"neutral","sentiment_score":-0.03801368549466133},{"text":"Because it it's really like this.","start":146.28,"end":149.87999,"sentiment":"neutral","sentiment_score":-0.0660085380077362},{"text":"So even though you will be because a lot of ISPs, right, Internet service provider and per services has a network.","start":149.87999,"end":161.09999,"sentiment":"neutral","sentiment_score":-0.07502416822881926},{"text":"So, technically, your address is enabled for Linham Network.","start":161.595,"end":166.17499,"sentiment":"neutral","sentiment_score":-0.03639835533168581},{"text":"And Linham Network reviewed your account, and it was indicated this address was the first time connecting to the service.","start":166.39499,"end":176.26001,"sentiment":"neutral","sentiment_score":-0.07115222010761499}],"sentiment":"neutral","sentiment_score":-0.06596845695585535,"num_words":57,"start":145.625,"end":176.26001},{"sentences":[{"text":"Reason why they are applying a mandated fee of new development charges.","start":176.64,"end":183.12001,"sentiment":"neutral","sentiment_score":-0.19301354885101318},{"text":"So even though you will change an ISP, it's the same.","start":183.12001,"end":186.32,"sentiment":"neutral","sentiment_score":-0.09100171822038564},{"text":"It will go back again to the Linham, and they will say that this fee is applicable to your service address.","start":186.32,"end":193.605,"sentiment":"neutral","sentiment_score":0.02644181375702222},{"text":"We are not the one who's determining this fee and charging this.","start":194.385,"end":199.265,"sentiment":"neutral","sentiment_score":-0.11020385846495628},{"text":"It just so happened we are the Internet service provider partnered with Linham, but this fee was for the network itself, which is Linham network, your address.","start":199.265,"end":213.09,"sentiment":"neutral","sentiment_score":0.022155333448339393}],"sentiment":"neutral","sentiment_score":-0.04200187585799091,"num_words":83,"start":176.64,"end":213.09},{"sentences":[{"text":"If you would yeah.","start":223.44499,"end":225.125,"sentiment":"neutral","sentiment_score":-0.044746213126927614},{"text":"If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing.","start":225.125,"end":233.465,"sentiment":"neutral","sentiment_score":0.06708725231389205},{"text":"$330 new development charges is applicable to your service address.","start":233.71,"end":239.07,"sentiment":"neutral","sentiment_score":-0.03802645914256573},{"text":"And, again, I understand that you are the tenant, so you have to get on hold with the owner of the building.","start":239.07,"end":246.21,"sentiment":"neutral","sentiment_score":-0.1430014818906784},{"text":"Yeah.","start":264.33,"end":264.83,"sentiment":"neutral","sentiment_score":-0.09200385212898254}],"sentiment":"neutral","sentiment_score":-0.035855603969243706,"num_words":61,"start":223.44499,"end":264.83},{"sentences":[{"text":"Yeah.","start":271.28998,"end":271.69,"sentiment":"neutral","sentiment_score":-0.13672633469104767},{"text":"That's not how it works.","start":271.69,"end":272.88998,"sentiment":"neutral","sentiment_score":-0.19993973523378372},{"text":"The reason why it's just today because once we've submitted your address, activated the address to the Linham network, that's the time that they could determine, and then we will be waiting for their confirmation information if this address is applicable for the NDC charge.","start":272.88998,"end":293.6,"sentiment":"neutral","sentiment_score":0.03800634899073177},{"text":"Because also on their end, once we activated and ordered the services for a specific address, they will took a look on their end and determine if the address is applicable for new development charges.","start":293.6,"end":308.575,"sentiment":"neutral","sentiment_score":0.027834828730140412},{"text":"And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer.","start":308.95502,"end":316.17502,"sentiment":"neutral","sentiment_score":0.051246703455322666}],"sentiment":"neutral","sentiment_score":0.024016829189800082,"num_words":105,"start":271.28998,"end":316.17502},{"sentences":[{"text":"Because they also oh, I'm sorry.","start":318.875,"end":321.82,"sentiment":"neutral","sentiment_score":-0.19924798856178919},{"text":"You caught up.","start":321.82,"end":322.46,"sentiment":"negative","sentiment_score":-0.5347806413968405},{"text":"What is that again?","start":322.46,"end":323.52,"sentiment":"neutral","sentiment_score":-0.265155341476202},{"text":"Yeah.","start":336.455,"end":336.775,"sentiment":"neutral","sentiment_score":0.014912568032741548},{"text":"I do understand your report.","start":336.775,"end":338.375,"sentiment":"neutral","sentiment_score":0.040102668851613996}],"sentiment":"neutral","sentiment_score":-0.1918434373250133,"num_words":19,"start":318.875,"end":338.375},{"sentences":[{"text":"As I've mentioned, that's how it works.","start":338.375,"end":340.715,"sentiment":"neutral","sentiment_score":0.06229440016405923},{"text":"It doesn't mean that we get your address and then we can tell you, hey.","start":340.935,"end":344.135,"sentiment":"neutral","sentiment_score":-0.03112350235072275},{"text":"This is applicable for $330 new development charge.","start":344.135,"end":349.275,"sentiment":"neutral","sentiment_score":-0.01188112748786807},{"text":"We could know that.","start":349.415,"end":350.535,"sentiment":"neutral","sentiment_score":0.028086421079933643},{"text":"We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable.","start":350.535,"end":361.79,"sentiment":"neutral","sentiment_score":0.11043245669814848}],"sentiment":"neutral","sentiment_score":0.05246017058379948,"num_words":65,"start":338.375,"end":361.79},{"sentences":[{"text":"Reason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well.","start":362.41,"end":370.79498,"sentiment":"neutral","sentiment_score":0.05480526282411555},{"text":"Yeah.","start":374.215,"end":374.715,"sentiment":"neutral","sentiment_score":-0.0970364362001419},{"text":"Mhmm.","start":397.145,"end":397.645,"sentiment":"neutral","sentiment_score":-0.2927185893058777},{"text":"Yeah.","start":410.745,"end":410.98502,"sentiment":"neutral","sentiment_score":-0.06077463552355766},{"text":"I understand.","start":410.98502,"end":411.645,"sentiment":"neutral","sentiment_score":-0.05999503657221794}],"sentiment":"neutral","sentiment_score":0.024642903956451585,"num_words":28,"start":362.41,"end":411.645},{"sentences":[{"text":"And also in the first place, when when you rented this, the owner of the building should inform as well that, hey.","start":412.33002,"end":420.09003,"sentiment":"neutral","sentiment_score":-0.035830162719569424},{"text":"This address is the first time to get connected to the Internet service, something like that, because they should know that as well.","start":420.09003,"end":426.315,"sentiment":"neutral","sentiment_score":-0.04137372889596483},{"text":"Got it.","start":453.54498,"end":454.025,"sentiment":"neutral","sentiment_score":-0.1579364724457264},{"text":"So you could yeah.","start":454.025,"end":457.625,"sentiment":"neutral","sentiment_score":-0.28325387369841337},{"text":"You could confirm with the owner of the building, please.","start":457.625,"end":461.16498,"sentiment":"neutral","sentiment_score":0.06216207966208458}],"sentiment":"neutral","sentiment_score":-0.042084048975442274,"num_words":61,"start":412.33002,"end":461.16498},{"sentences":[{"text":"Because yeah.","start":461.305,"end":463.705,"sentiment":"neutral","sentiment_score":0.07508248090744019},{"text":"And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address.","start":463.705,"end":474.47998,"sentiment":"neutral","sentiment_score":0.09400524998850682},{"text":"Because we're just collecting in behalf of them.","start":474.47998,"end":477.94,"sentiment":"neutral","sentiment_score":-0.014686273934785277},{"text":"Okay.","start":482.96,"end":483.46,"sentiment":"neutral","sentiment_score":0.010768532752990724},{"text":"Here in Australia, we do have a lot of partnered networks like Supa Network, NBN, Lindholm, Giga, Vines.","start":484.635,"end":494.155,"sentiment":"neutral","sentiment_score":0.033992656506597996}],"sentiment":"neutral","sentiment_score":0.06113475587012039,"num_words":63,"start":461.305,"end":494.155},{"sentences":[{"text":"There's a lot.","start":494.155,"end":495.055,"sentiment":"neutral","sentiment_score":0.024928559859593708},{"text":"And then a specific address has enabled for network.","start":495.115,"end":499.375,"sentiment":"neutral","sentiment_score":0.02788380988770061},{"text":"So we, ISP, your Internet service provider, partnered with this network because this network are not retailing their services.","start":499.93,"end":509.22998,"sentiment":"neutral","sentiment_score":0.017453967397542375},{"text":"They are partnering to a Internet service provider company.","start":509.44998,"end":513.70996,"sentiment":"neutral","sentiment_score":0.0012327875528070661},{"text":"That's the business work around the service.","start":515.705,"end":518.025,"sentiment":"neutral","sentiment_score":-0.1013013520943267}],"sentiment":"neutral","sentiment_score":-0.0008648729268857774,"num_words":47,"start":494.155,"end":518.025},{"sentences":[{"text":"So, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable charge.","start":518.025,"end":528.045,"sentiment":"neutral","sentiment_score":-0.014212658939262232},{"text":"Alright?","start":528.57,"end":529.07,"sentiment":"neutral","sentiment_score":0.026394447311758995},{"text":"And also I'm sorry.","start":530.49,"end":532.51,"sentiment":"neutral","sentiment_score":0.012291237711906433},{"text":"And also, Joanne, since I have you on the line, your plan that you activated is the $79.95.","start":532.57,"end":542.81,"sentiment":"neutral","sentiment_score":0.026328695110148854},{"text":"Right?","start":542.81,"end":543.31,"sentiment":"neutral","sentiment_score":0.034720130264759064}],"sentiment":"neutral","sentiment_score":0.0050644213721777005,"num_words":48,"start":518.025,"end":543.31},{"sentences":[{"text":"That's your monthly plan.","start":543.71497,"end":545.095,"sentiment":"neutral","sentiment_score":0.10906593129038811},{"text":"And then you've signed up for twenty four month contract.","start":545.395,"end":548.675,"sentiment":"neutral","sentiment_score":0.11501312032341957},{"text":"So, technically, you are eligible for 15% discount for three months.","start":548.675,"end":554.615,"sentiment":"neutral","sentiment_score":0.18531226976351303},{"text":"So so your first invoice, actually, it's also rectified.","start":554.995,"end":559.25,"sentiment":"neutral","sentiment_score":0.10925993157757653},{"text":"They've applied a 15% discount towards your standard price of $79.","start":559.87,"end":566.45,"sentiment":"neutral","sentiment_score":0.0839953368360346}],"sentiment":"neutral","sentiment_score":0.12293595522642135,"num_words":45,"start":543.71497,"end":566.45},{"sentences":[{"text":"No.","start":576.975,"end":577.295,"sentiment":"neutral","sentiment_score":-0.11136064678430556},{"text":"What I'm telling is the amount, not the MBPS.","start":577.295,"end":579.875,"sentiment":"neutral","sentiment_score":-0.12106046328941981},{"text":"Yeah.","start":582.975,"end":583.455,"sentiment":"neutral","sentiment_score":0.0011498769745230677},{"text":"Seventy 9 dollars 95¢ and then the rectified invoice with the 15% discount has been reset as well.","start":583.455,"end":593.04,"sentiment":"neutral","sentiment_score":0.001676085952888517},{"text":"So disregard the first one sent, and then the correct one was the the one that was sent this morning for your reference.","start":593.89996,"end":601.75995,"sentiment":"neutral","sentiment_score":-0.02105776074787845}],"sentiment":"neutral","sentiment_score":-0.03246254853758158,"num_words":52,"start":576.975,"end":601.75995},{"sentences":[{"text":"Alright.","start":603.925,"end":604.405,"sentiment":"neutral","sentiment_score":0.1029590591788292},{"text":"And just get back to us.","start":604.405,"end":606.025,"sentiment":"neutral","sentiment_score":0.08902950833241145},{"text":"Alright.","start":607.60504,"end":608.10504,"sentiment":"positive","sentiment_score":0.59434974193573},{"text":"Thank you.","start":608.16504,"end":608.645,"sentiment":"positive","sentiment_score":0.790270984172821},{"text":"Have a good one, and be safe.","start":608.645,"end":610.245,"sentiment":"positive","sentiment_score":0.5491632223129272}],"sentiment":"positive","sentiment_score":0.39153943386148005,"num_words":17,"start":603.925,"end":610.245},{"sentences":[{"text":"Bye bye.","start":610.245,"end":610.985,"sentiment":"neutral","sentiment_score":0.23457172513008118}],"sentiment":"neutral","sentiment_score":0.23457172513008118,"num_words":2,"start":610.245,"end":610.985}]}}]},{"alternatives":[{"transcript":"Yeah. I received a invoice for $330 for a one off time connection. I'm a rental. Like, this I rent this place. So and no one told me when I joined up that I would have to pay the $330 or whatever it is. Joanne Cutco. Yep. It says a month of new development charges, But I'm not the owner. I'm the renter. Yes. Yes. I'm just renting. Yeah. Okay. Yeah. Yeah. They supply the box. It's got it's got a linen box outside. That's why I connected to the linen services. So it hasn't So why wasn't yeah. No. That's why wasn't I told why wasn't I told when I was joining up? I wasn't told that there would be this fee of $330. I wasn't involved. And then I just get an email today saying, oh, you owe $330. I wasn't like, when I first rang the number or, you know, was talking to Connected On and then I joined up for twelve months, I wasn't told that there was this $330 fee. Okay. Would it be nice if there's I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330. Alright. I'll contact Real Estate, but this is not good enough. I mean, seriously, you it's just, you know, it's like it it needs to be done beforehand and not popped on people who just move in. It needs to be connected and done. You know, like, if there's if someone's connecting to the Lincoln services, then they need to send a bill to the person who built the house and that before, you know, they act you know, they need to activate the line before people move in. It's just not right. But anyway, I will contact them and see what I can do because I'm not prepared to pay you $330 when it's not my place. If it was my place, then yes. No. In the rental, like, the lease, it says that it is it is ticked that a telephone line is connected and to to the rented premises. The an Internet line is connected to the rented premises, and the rented premises is connected to the National Broadband Network, and they're all ticked yes. And if I'm knowing that there was nothing here, I probably wouldn't have taken this place. It's just it's just one disaster after disaster. Yeah. I I will be giving them a call now. That's just all Internet company? Is that just your Internet company or this is gonna be all of the Internet funds that are in Lindholm? Yeah. Okay. Alright. No Yeah. Alright. No worries. Thank you. Yes. I should I should have been signed yeah. I should have been signed up for the 100 and 100 down and 40 upper degrees. Yeah. Yeah. $79.90 5, I think. Yeah. Yeah. Yeah. Okay. Okay. No worries. Thank you. Thanks. Bye. Mhmm. 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I received a invoice for $330 for a one off time connection. I'm a rental. Like, this I rent this place. So and no one told me when I joined up that I would have to pay the $330 or whatever it is.\n\nJoanne Cutco. Yep. It says a month of new development charges, But I'm not the owner. I'm the renter. Yes.\n\nYes. I'm just renting. Yeah. Okay. Yeah.\n\nYeah. They supply the box. It's got it's got a linen box outside. That's why I connected to the linen services. So it hasn't So why wasn't yeah.\n\nNo. That's why wasn't I told why wasn't I told when I was joining up? I wasn't told that there would be this fee of $330. I wasn't involved. And then I just get an email today saying, oh, you owe $330.\n\nI wasn't like, when I first rang the number or, you know, was talking to Connected On and then I joined up for twelve months, I wasn't told that there was this $330 fee. Okay. Would it be nice if there's I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330. Alright. I'll contact Real Estate, but this is not good enough.\n\nI mean, seriously, you it's just, you know, it's like it it needs to be done beforehand and not popped on people who just move in. It needs to be connected and done. You know, like, if there's if someone's connecting to the Lincoln services, then they need to send a bill to the person who built the house and that before, you know, they act you know, they need to activate the line before people move in. It's just not right. But anyway, I will contact them and see what I can do because I'm not prepared to pay you $330 when it's not my place.\n\nIf it was my place, then yes. No. In the rental, like, the lease, it says that it is it is ticked that a telephone line is connected and to to the rented premises. The an Internet line is connected to the rented premises, and the rented premises is connected to the National Broadband Network, and they're all ticked yes. And if I'm knowing that there was nothing here, I probably wouldn't have taken this place.\n\nIt's just it's just one disaster after disaster. Yeah. I I will be giving them a call now. That's just all Internet company? Is that just your Internet company or this is gonna be all of the Internet funds that are in Lindholm?\n\nYeah. Okay. Alright. No Yeah. Alright.\n\nNo worries. Thank you. Yes. I should I should have been signed yeah. I should have been signed up for the 100 and 100 down and 40 upper degrees.\n\nYeah. Yeah. $79.90 5, I think. Yeah. Yeah.\n\nYeah. Okay. Okay. No worries. Thank you.\n\nThanks. Bye. Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":4.72,"end":5.04,"sentiment":"neutral","sentiment_score":-0.047563016414642334},{"text":"I received a invoice for $330 for a one off time connection.","start":5.04,"end":10.9,"sentiment":"neutral","sentiment_score":-0.14979094080626965},{"text":"I'm a rental.","start":11.92,"end":12.82,"sentiment":"neutral","sentiment_score":-0.11376949896415074},{"text":"Like, this I rent this place.","start":12.96,"end":14.719999,"sentiment":"neutral","sentiment_score":-0.1620240087310473},{"text":"So and no one told me when I joined up that I would have to pay the $330 or whatever it is.","start":14.719999,"end":23.275,"sentiment":"neutral","sentiment_score":-0.31555335833267734}],"sentiment":"neutral","sentiment_score":-0.22956092587926172,"num_words":44,"start":4.72,"end":23.275},{"sentences":[{"text":"Joanne Cutco.","start":32.850002,"end":33.83,"sentiment":"neutral","sentiment_score":0.05771353282034397},{"text":"Yep.","start":43.57,"end":43.935,"sentiment":"neutral","sentiment_score":0.09567569196224213},{"text":"It says a month of new development charges, But I'm not the owner.","start":53.535,"end":61.65,"sentiment":"neutral","sentiment_score":-0.13600520359782073},{"text":"I'm the renter.","start":61.65,"end":62.47,"sentiment":"neutral","sentiment_score":-0.14065241813659668},{"text":"Yes.","start":72.29,"end":72.79,"sentiment":"neutral","sentiment_score":-0.012325221672654152}],"sentiment":"neutral","sentiment_score":-0.09956236826255918,"num_words":20,"start":32.850002,"end":72.79},{"sentences":[{"text":"Yes.","start":87.125,"end":87.625,"sentiment":"neutral","sentiment_score":-0.01943320780992508},{"text":"I'm just 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services.","start":216.865,"end":220.565,"sentiment":"neutral","sentiment_score":-0.003578158793970943},{"text":"So it hasn't So why wasn't yeah.","start":222.91,"end":244.89499,"sentiment":"neutral","sentiment_score":-0.06293222813733987}],"sentiment":"neutral","sentiment_score":-0.01668670687026211,"num_words":28,"start":211.66501,"end":244.89499},{"sentences":[{"text":"No.","start":244.89499,"end":245.215,"sentiment":"neutral","sentiment_score":-0.22850266098976135},{"text":"That's why wasn't I told why wasn't I told when I was joining up?","start":245.215,"end":249.315,"sentiment":"neutral","sentiment_score":-0.20058187789150647},{"text":"I wasn't told that there would be this fee of $330.","start":249.53499,"end":253.51999,"sentiment":"neutral","sentiment_score":-0.2932260835712606},{"text":"I wasn't involved.","start":253.51999,"end":254.42,"sentiment":"negative","sentiment_score":-0.38444554805755615},{"text":"And then I just get an email today saying, oh, you owe $330.","start":254.72,"end":258.74,"sentiment":"neutral","sentiment_score":-0.25614476891664356}],"sentiment":"neutral","sentiment_score":-0.2558417740677084,"num_words":42,"start":244.89499,"end":258.74},{"sentences":[{"text":"I wasn't like, when I first rang the number or, you know, was talking to Connected On and then I joined up for twelve months, I wasn't told that there was this $330 fee.","start":258.96,"end":269.835,"sentiment":"neutral","sentiment_score":-0.18717269873356118},{"text":"Okay.","start":318.25,"end":318.65,"sentiment":"neutral","sentiment_score":0.045679282397031784},{"text":"Would it be nice if there's I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330.","start":318.65,"end":334.115,"sentiment":"negative","sentiment_score":-0.3395842351999722},{"text":"Alright.","start":373.50998,"end":373.91,"sentiment":"neutral","sentiment_score":-0.005687452852725983},{"text":"I'll contact Real Estate, but this is not good enough.","start":373.91,"end":377.43,"sentiment":"negative","sentiment_score":-0.5138368263840676}],"sentiment":"neutral","sentiment_score":-0.2900767753432904,"num_words":84,"start":258.96,"end":377.43},{"sentences":[{"text":"I mean, seriously, you it's just, you know, it's like it it needs to be done beforehand and not popped on people who just move in.","start":377.43,"end":385.755,"sentiment":"negative","sentiment_score":-0.4257690585576571},{"text":"It needs to be connected and done.","start":385.835,"end":387.515,"sentiment":"neutral","sentiment_score":-0.290161200932094},{"text":"You know, like, if there's if someone's connecting to the Lincoln services, then they need to send a bill to the person who built the house and that before, you know, they act you know, they need to activate the line before people move in.","start":387.515,"end":401.98,"sentiment":"neutral","sentiment_score":-0.2865192055702209},{"text":"It's just not right.","start":401.98,"end":403.1,"sentiment":"negative","sentiment_score":-0.55545774102211},{"text":"But anyway, I will contact them and see what I can do because I'm not prepared to pay you $330 when it's not my place.","start":403.1,"end":410.22,"sentiment":"negative","sentiment_score":-0.42013583779335023}],"sentiment":"negative","sentiment_score":-0.36186649615519517,"num_words":107,"start":377.43,"end":410.22},{"sentences":[{"text":"If it was my place, then yes.","start":410.22,"end":413.19998,"sentiment":"neutral","sentiment_score":-0.059476492394294055},{"text":"No.","start":427.16998,"end":427.41,"sentiment":"negative","sentiment_score":-0.34248214960098267},{"text":"In the rental, like, the lease, it says that it is it is ticked that a telephone line is connected and to to the rented premises.","start":427.41,"end":438.47,"sentiment":"neutral","sentiment_score":-0.260603167116642},{"text":"The an Internet line is connected to the rented premises, and the rented premises is connected to the National Broadband Network, and they're all ticked yes.","start":439.00998,"end":448.365,"sentiment":"neutral","sentiment_score":-0.17000174551055983},{"text":"And if I'm knowing that there was nothing here, I probably wouldn't have taken this place.","start":449.145,"end":452.925,"sentiment":"negative","sentiment_score":-0.5237250309437513}],"sentiment":"neutral","sentiment_score":-0.2675545502601093,"num_words":76,"start":410.22,"end":452.925},{"sentences":[{"text":"It's just it's just one disaster after disaster.","start":453.145,"end":455.805,"sentiment":"neutral","sentiment_score":-0.3081278707832098},{"text":"Yeah.","start":460.57,"end":460.97,"sentiment":"neutral","sentiment_score":0.07358844578266144},{"text":"I I will be giving them a call now.","start":460.97,"end":463.15,"sentiment":"neutral","sentiment_score":0.08829612202114528},{"text":"That's just all Internet company?","start":475.155,"end":477.495,"sentiment":"neutral","sentiment_score":-0.01926357839256525},{"text":"Is that just your Internet company or this is gonna be all of the Internet funds that are in Lindholm?","start":478.355,"end":483.575,"sentiment":"neutral","sentiment_score":-0.00975889591500163}],"sentiment":"neutral","sentiment_score":-0.04391314494315275,"num_words":43,"start":453.145,"end":483.575},{"sentences":[{"text":"Yeah.","start":489.28,"end":489.78,"sentiment":"neutral","sentiment_score":0.05878845602273941},{"text":"Okay.","start":514.615,"end":515.115,"sentiment":"neutral","sentiment_score":0.030748803168535233},{"text":"Alright.","start":515.815,"end":516.215,"sentiment":"neutral","sentiment_score":0.028979022055864338},{"text":"No Yeah.","start":516.215,"end":527.4,"sentiment":"neutral","sentiment_score":-0.07863909751176834},{"text":"Alright.","start":528.74005,"end":528.98004,"sentiment":"neutral","sentiment_score":0.06544181704521179}],"sentiment":"neutral","sentiment_score":0.0044466505448023455,"num_words":6,"start":489.28,"end":528.98004},{"sentences":[{"text":"No worries.","start":528.98004,"end":529.54004,"sentiment":"neutral","sentiment_score":0.1301412247121334},{"text":"Thank you.","start":529.54004,"end":530.205,"sentiment":"neutral","sentiment_score":0.29627440869808197},{"text":"Yes.","start":543.72504,"end":544.22504,"sentiment":"neutral","sentiment_score":0.11979296803474426},{"text":"I should I should have been signed yeah.","start":563.515,"end":567.115,"sentiment":"neutral","sentiment_score":0.07655446138232946},{"text":"I should have been signed up for the 100 and 100 down and 40 upper degrees.","start":567.115,"end":575.58,"sentiment":"neutral","sentiment_score":0.0565783855272457}],"sentiment":"neutral","sentiment_score":0.08587289980516352,"num_words":29,"start":528.98004,"end":575.58},{"sentences":[{"text":"Yeah.","start":579.48,"end":579.8,"sentiment":"neutral","sentiment_score":-0.02163548395037651},{"text":"Yeah.","start":579.8,"end":580.3,"sentiment":"neutral","sentiment_score":-0.007121112197637558},{"text":"$79.90 5, I think.","start":581.4,"end":584.04004,"sentiment":"neutral","sentiment_score":-0.010657363454811275},{"text":"Yeah.","start":584.04004,"end":584.54004,"sentiment":"neutral","sentiment_score":0.004686681553721428},{"text":"Yeah.","start":589.915,"end":590.415,"sentiment":"neutral","sentiment_score":0.010173279792070389}],"sentiment":"neutral","sentiment_score":-0.007065761077683419,"num_words":8,"start":579.48,"end":590.415},{"sentences":[{"text":"Yeah.","start":593.27496,"end":593.77496,"sentiment":"neutral","sentiment_score":0.014875322580337524},{"text":"Okay.","start":602.71497,"end":603.21497,"sentiment":"neutral","sentiment_score":0.07467712461948395},{"text":"Okay.","start":606.37,"end":606.77,"sentiment":"neutral","sentiment_score":0.09921430051326752},{"text":"No worries.","start":606.77,"end":607.25,"sentiment":"neutral","sentiment_score":0.0968523770570755},{"text":"Thank you.","start":607.25,"end":607.99,"sentiment":"positive","sentiment_score":0.7598163783550262}],"sentiment":"neutral","sentiment_score":0.2717291797910418,"num_words":7,"start":593.27496,"end":607.99},{"sentences":[{"text":"Thanks.","start":608.61,"end":608.93,"sentiment":"positive","sentiment_score":0.7700205445289612},{"text":"Bye.","start":608.93,"end":609.43,"sentiment":"positive","sentiment_score":0.5209040641784668},{"text":"Mhmm.","start":611.01,"end":611.26,"sentiment":"neutral","sentiment_score":0.04665350914001465},{"text":"Bye.","start":611.26,"end":611.76,"sentiment":"neutral","sentiment_score":-0.09474232792854308}],"sentiment":"neutral","sentiment_score":0.3107089474797249,"num_words":4,"start":608.61,"end":611.76}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Yeah. I received a invoice for $330 for a one off time connection. I'm a rental. Like, this I rent this place. So and no one told me when I joined up that I would have to pay the $330 or whatever it is.\n\nChannel 0: Oh, we appreciate your call today, and I would love to check your account here. May I have your full name, please?\n\nChannel 1: Joanne Cutco.\n\nChannel 0: Thank you so much. Nice to have you in the line, Joanne. Let me just go ahead and go over to your account here. Alright? Just bear with me.\n\nChannel 1: Yep.\n\nChannel 0: Thank you. Okay.\n\nChannel 1: It says a month of new development charges,\n\nChannel 0: Mhmm.\n\nChannel 1: But I'm not the owner. I'm the renter.\n\nChannel 0: I understand. So, yeah, that is correct. I'm showing on here that you got the invoice for the new development charges. So\n\nChannel 1: Yes.\n\nChannel 0: as you can see, this is a mandatory payment for the property's first time connecting to the Internet services. And I understand that you are just renting. Right?\n\nChannel 1: Yes. I'm\n\nChannel 0: You\n\nChannel 1: just\n\nChannel 0: are\n\nChannel 1: renting.\n\nChannel 0: a tenant. Alright. So,\n\nChannel 1: Yeah.\n\nChannel 0: technically, you have to get in touch and work with the owner of the building or whoever the person in charge with your rental and let them know that the new development charge was applicable to your address. Because they could be the one who could determine it's per your contract with the owner of the building. If the contract that you agreed upon is indicated that they are handling this kind of fee, then they are the one who will need to settle this amount, or it depends. Reason why you have to get in hold with the owner of the building or whoever that you have a contact about your renting properties.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. Because it it's really like this. So even though you will be because a lot of ISPs, right, Internet service provider and per services has a network. So, technically, your address is enabled for Linham Network. And Linham Network reviewed your account, and it was indicated this address was the first time connecting to the service.\n\nReason why they are applying a mandated fee of new development charges. So even though you will change an ISP, it's the same. It will go back again to the Linham, and they will say that this fee is applicable to your service address. We are not the one who's determining this fee and charging this. It just so happened we are the Internet service provider partnered with Linham, but this fee was for the network itself, which is Linham network, your\n\nChannel 1: Yeah. Yeah. They supply\n\nChannel 0: address.\n\nChannel 1: the box. It's got it's got a linen box outside. That's why I connected to the linen services. So it hasn't\n\nChannel 0: If you would yeah. If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing. $330 new development charges is applicable to your service\n\nChannel 1: So why\n\nChannel 0: address.\n\nChannel 1: wasn't\n\nChannel 0: And, again, I understand that you are the tenant, so you have to get on hold with the\n\nChannel 1: yeah. No.\n\nChannel 0: owner\n\nChannel 1: That's why\n\nChannel 0: of the\n\nChannel 1: wasn't\n\nChannel 0: building.\n\nChannel 1: I told why wasn't I told when I was joining up? I wasn't told that there would be this fee of $330. I wasn't involved. And then I just get an email today saying, oh, you owe $330. I wasn't like, when I first rang the number or, you know, was talking to Connected On\n\nChannel 0: Yeah.\n\nChannel 1: and then I joined up for twelve months, I wasn't told that there was this $330 fee.\n\nChannel 0: Yeah. That's not how it works. The reason why it's just today because once we've submitted your address, activated the address to the Linham network, that's the time that they could determine, and then we will be waiting for their confirmation information if this address is applicable for the NDC charge. Because also on their end, once we activated and ordered the services for a specific address, they will took a look on their end and determine if the address is applicable for new development charges. And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer.\n\nChannel 1: Okay. Would\n\nChannel 0: Because\n\nChannel 1: it be nice\n\nChannel 0: they\n\nChannel 1: if there's\n\nChannel 0: also oh, I'm sorry. You caught up. What is that again?\n\nChannel 1: I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330.\n\nChannel 0: Yeah. I do understand your report. As I've mentioned, that's how it works. It doesn't mean that we get your address and then we can tell you, hey. This is applicable for $330 new development charge.\n\nWe could know that. We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable. Reason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well.\n\nChannel 1: Alright. I'll\n\nChannel 0: Yeah.\n\nChannel 1: contact Real Estate, but this is not good enough. I mean, seriously, you it's just, you know, it's like it it needs to be done beforehand and not popped on people who just move in. It needs to be connected and done. You know, like, if there's if someone's connecting to the Lincoln services, then they need to send a bill to the person who built the house and that before,\n\nChannel 0: Mhmm.\n\nChannel 1: you know, they act you know, they need to activate the line before people move in. It's just not right. But anyway, I will contact them and see what I can do because I'm not prepared to pay you $330 when it's not my place. If it was\n\nChannel 0: Yeah.\n\nChannel 1: my\n\nChannel 0: I\n\nChannel 1: place,\n\nChannel 0: understand.\n\nChannel 1: then\n\nChannel 0: And also\n\nChannel 1: yes.\n\nChannel 0: in the first place, when when you rented this, the owner of the building should inform as well that, hey. This address is the first time to get connected to the Internet service, something like that, because they should know that as well.\n\nChannel 1: No. In the rental, like, the lease, it says that it is it is ticked that a telephone line is connected and to to the rented premises. The an Internet line is connected to the rented premises, and the rented premises is connected to the National Broadband Network, and they're all ticked yes. And if I'm knowing that there was nothing here, I probably wouldn't have taken this place. It's just\n\nChannel 0: Got\n\nChannel 1: it's\n\nChannel 0: it.\n\nChannel 1: just\n\nChannel 0: So\n\nChannel 1: one\n\nChannel 0: you\n\nChannel 1: disaster\n\nChannel 0: could\n\nChannel 1: after disaster.\n\nChannel 0: yeah. You could confirm with the owner of the building,\n\nChannel 1: Yeah.\n\nChannel 0: please.\n\nChannel 1: I I\n\nChannel 0: Because\n\nChannel 1: will be giving them a call now.\n\nChannel 0: yeah. And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address. Because we're\n\nChannel 1: That's\n\nChannel 0: just\n\nChannel 1: just\n\nChannel 0: collecting\n\nChannel 1: all Internet\n\nChannel 0: in behalf\n\nChannel 1: company?\n\nChannel 0: of them.\n\nChannel 1: Is that just your Internet company or this is gonna be all of the Internet funds that are in\n\nChannel 0: Okay.\n\nChannel 1: Lindholm?\n\nChannel 0: Here in Australia, we do have a lot of partnered networks like Supa\n\nChannel 1: Yeah.\n\nChannel 0: Network, NBN, Lindholm, Giga, Vines. There's a lot. And then a specific address has enabled for network. So we, ISP, your Internet service provider, partnered with this network because this network are not retailing their services. They are partnering to a Internet service provider company.\n\nChannel 1: Okay.\n\nChannel 0: That's\n\nChannel 1: Alright.\n\nChannel 0: the business\n\nChannel 1: No\n\nChannel 0: work around the service. So, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable\n\nChannel 1: Yeah.\n\nChannel 0: charge. Alright?\n\nChannel 1: Alright. No worries. Thank you.\n\nChannel 0: And also I'm sorry. And also, Joanne, since I have you on the line, your plan that you activated is the $79.95. Right? That's\n\nChannel 1: Yes.\n\nChannel 0: your monthly plan. And then you've signed up for twenty four month contract. So, technically, you are eligible for 15% discount for three months. So so your first invoice, actually, it's also rectified. They've applied a 15% discount towards your\n\nChannel 1: I should\n\nChannel 0: standard\n\nChannel 1: I should\n\nChannel 0: price\n\nChannel 1: have been\n\nChannel 0: of\n\nChannel 1: signed\n\nChannel 0: $79.\n\nChannel 1: yeah. I should have been signed up for the 100 and 100 down and 40 upper degrees.\n\nChannel 0: No. What I'm telling is the amount, not the MBPS.\n\nChannel 1: Yeah. Yeah. $79.90\n\nChannel 0: Yeah.\n\nChannel 1: 5,\n\nChannel 0: Seventy\n\nChannel 1: I think.\n\nChannel 0: 9\n\nChannel 1: Yeah.\n\nChannel 0: dollars 95¢ and then the rectified invoice with the\n\nChannel 1: Yeah.\n\nChannel 0: 15% discount has been reset as well.\n\nChannel 1: Yeah.\n\nChannel 0: So disregard the first one sent, and then the correct one was the the one that was sent this morning for your reference.\n\nChannel 1: Okay.\n\nChannel 0: Alright. And just get back to us.\n\nChannel 1: Okay. No worries. Thank you.\n\nChannel 0: Alright. Thank you.\n\nChannel 1: Thanks.\n\nChannel 0: Have a good\n\nChannel 1: Bye.\n\nChannel 0: one, and be safe. Bye bye.\n\nChannel 1: Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.30706506967544556},{"text":"Thank you so much for calling your account.","start":0.39999998,"end":2.5,"sentiment":"positive","sentiment_score":0.5887378081679344},{"text":"How may I help you today?","start":2.6399999,"end":4.02,"sentiment":"positive","sentiment_score":0.5346078972021738}],"sentiment":"positive","sentiment_score":0.5483076612154643,"channel":0,"num_words":15,"start":0.16,"end":4.02},{"sentences":[{"text":"Yeah.","start":4.72,"end":5.04,"sentiment":"neutral","sentiment_score":-0.047563016414642334},{"text":"I received a invoice for $330 for a one off time connection.","start":5.04,"end":10.9,"sentiment":"neutral","sentiment_score":-0.14979094080626965},{"text":"I'm a rental.","start":11.92,"end":12.82,"sentiment":"neutral","sentiment_score":-0.11376949896415074},{"text":"Like, this I rent this place.","start":12.96,"end":14.719999,"sentiment":"neutral","sentiment_score":-0.1620240087310473},{"text":"So and no one told me when I joined up that I would have to pay the $330 or whatever it is.","start":14.719999,"end":23.275,"sentiment":"neutral","sentiment_score":-0.31555335833267734}],"sentiment":"neutral","sentiment_score":-0.22956092587926172,"channel":1,"num_words":44,"start":4.72,"end":23.275},{"sentences":[{"text":"Oh, we appreciate your call today, and I would love to check your account here.","start":24.815,"end":29.555,"sentiment":"positive","sentiment_score":0.3976456969976425},{"text":"May I have your full name, please?","start":29.75,"end":31.93,"sentiment":"neutral","sentiment_score":0.1402065966810499}],"sentiment":"neutral","sentiment_score":0.3157332559878176,"channel":0,"num_words":22,"start":24.815,"end":31.93},{"sentences":[{"text":"Joanne Cutco.","start":32.850002,"end":33.83,"sentiment":"neutral","sentiment_score":0.05771353282034397}],"sentiment":"neutral","sentiment_score":0.05771353282034397,"channel":1,"num_words":2,"start":32.850002,"end":33.83},{"sentences":[{"text":"Thank you so much.","start":34.87,"end":35.989998,"sentiment":"positive","sentiment_score":0.4282001107931137},{"text":"Nice to have you in the line, Joanne.","start":35.989998,"end":37.75,"sentiment":"positive","sentiment_score":0.5701250731945038},{"text":"Let me just go ahead and go over to your account here.","start":37.75,"end":41.19,"sentiment":"neutral","sentiment_score":0.22694242869814238},{"text":"Alright?","start":41.19,"end":41.67,"sentiment":"neutral","sentiment_score":0.1392364799976349},{"text":"Just bear with me.","start":41.67,"end":42.97,"sentiment":"neutral","sentiment_score":0.09047194756567478}],"sentiment":"neutral","sentiment_score":0.32752532563332853,"channel":0,"num_words":29,"start":34.87,"end":42.97},{"sentences":[{"text":"Yep.","start":43.57,"end":43.935,"sentiment":"neutral","sentiment_score":0.09567569196224213}],"sentiment":"neutral","sentiment_score":0.09567569196224213,"channel":1,"num_words":1,"start":43.57,"end":43.935},{"sentences":[{"text":"Thank you.","start":45.215,"end":46.115,"sentiment":"neutral","sentiment_score":0.1798173189163208},{"text":"Okay.","start":48.495003,"end":48.995003,"sentiment":"neutral","sentiment_score":-0.001956053078174591}],"sentiment":"neutral","sentiment_score":0.11922619491815567,"channel":0,"num_words":3,"start":45.215,"end":48.995003},{"sentences":[{"text":"It says a month of new development charges,","start":53.535,"end":58.195,"sentiment":"neutral","sentiment_score":-0.0994365164078772}],"sentiment":"neutral","sentiment_score":-0.0994365164078772,"channel":1,"num_words":8,"start":53.535,"end":58.195},{"sentences":[{"text":"Mhmm.","start":58.87,"end":59.37,"sentiment":"neutral","sentiment_score":-0.08091883361339569}],"sentiment":"neutral","sentiment_score":-0.08091883361339569,"channel":0,"num_words":1,"start":58.87,"end":59.37},{"sentences":[{"text":"But I'm not the owner.","start":60.21,"end":61.65,"sentiment":"neutral","sentiment_score":-0.19451510310173034},{"text":"I'm the renter.","start":61.65,"end":62.47,"sentiment":"neutral","sentiment_score":-0.14065241813659668}],"sentiment":"neutral","sentiment_score":-0.17431659623980522,"channel":1,"num_words":8,"start":60.21,"end":62.47},{"sentences":[{"text":"I understand.","start":62.949997,"end":63.69,"sentiment":"neutral","sentiment_score":-0.09812532365322113},{"text":"So, yeah, that is 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reference.","start":593.89996,"end":601.75995,"sentiment":"neutral","sentiment_score":-0.02105776074787845}],"sentiment":"neutral","sentiment_score":-0.02105776074787845,"channel":0,"num_words":23,"start":593.89996,"end":601.75995},{"sentences":[{"text":"Okay.","start":602.71497,"end":603.21497,"sentiment":"neutral","sentiment_score":0.07467712461948395}],"sentiment":"neutral","sentiment_score":0.07467712461948395,"channel":1,"num_words":1,"start":602.71497,"end":603.21497},{"sentences":[{"text":"Alright.","start":603.925,"end":604.405,"sentiment":"neutral","sentiment_score":0.1029590591788292},{"text":"And just get back to us.","start":604.405,"end":606.025,"sentiment":"neutral","sentiment_score":0.08902950833241145}],"sentiment":"neutral","sentiment_score":0.09101944416761398,"channel":0,"num_words":7,"start":603.925,"end":606.025},{"sentences":[{"text":"Okay.","start":606.37,"end":606.77,"sentiment":"neutral","sentiment_score":0.09921430051326752},{"text":"No worries.","start":606.77,"end":607.25,"sentiment":"neutral","sentiment_score":0.0968523770570755},{"text":"Thank you.","start":607.25,"end":607.99,"sentiment":"positive","sentiment_score":0.7598163783550262}],"sentiment":"positive","sentiment_score":0.3625103622674942,"channel":1,"num_words":5,"start":606.37,"end":607.99},{"sentences":[{"text":"Alright.","start":607.60504,"end":608.10504,"sentiment":"positive","sentiment_score":0.59434974193573},{"text":"Thank you.","start":608.16504,"end":608.645,"sentiment":"positive","sentiment_score":0.790270984172821}],"sentiment":"positive","sentiment_score":0.724963903427124,"channel":0,"num_words":3,"start":607.60504,"end":608.645},{"sentences":[{"text":"Thanks.","start":608.61,"end":608.93,"sentiment":"positive","sentiment_score":0.7700205445289612}],"sentiment":"positive","sentiment_score":0.7700205445289612,"channel":1,"num_words":1,"start":608.61,"end":608.93},{"sentences":[{"text":"Have a good","start":608.645,"end":609.125,"sentiment":"positive","sentiment_score":0.6647698879241943}],"sentiment":"positive","sentiment_score":0.6647698879241943,"channel":0,"num_words":3,"start":608.645,"end":609.125},{"sentences":[{"text":"Bye.","start":608.93,"end":609.43,"sentiment":"positive","sentiment_score":0.5209040641784668}],"sentiment":"positive","sentiment_score":0.5209040641784668,"channel":1,"num_words":1,"start":608.93,"end":609.43},{"sentences":[{"text":"one, and be safe.","start":609.125,"end":610.245,"sentiment":"positive","sentiment_score":0.46245822310447693},{"text":"Bye bye.","start":610.245,"end":610.985,"sentiment":"neutral","sentiment_score":0.23457172513008118}],"sentiment":"positive","sentiment_score":0.38649605711301166,"channel":0,"num_words":6,"start":609.125,"end":610.985},{"sentences":[{"text":"Mhmm.","start":611.01,"end":611.26,"sentiment":"neutral","sentiment_score":0.04665350914001465},{"text":"Bye.","start":611.26,"end":611.76,"sentiment":"neutral","sentiment_score":-0.09474232792854308}],"sentiment":"neutral","sentiment_score":-0.024044409394264214,"channel":1,"num_words":2,"start":611.01,"end":611.76}]},"summary":{"result":"success","short":"The customer called about a new development charge on their rental property, but the agent explains that it's only applicable to the internet service provider. The customer is advised to contact the owner of the building to confirm the address and get in touch with the service provider. The customer is also informed of a 15% discount and is advised to contact the owner of the building to confirm details."},"intents":{"segments":[{"text":"I received a invoice for $330 for a one off time connection. I'm a rental. Like, this I rent this place. So and no one told me when I joined up that I would have to pay the $330 or whatever it is.","start_word":16,"end_word":58,"intents":[{"intent":"Pay development charges","confidence_score":0.04064015}]},{"text":"Oh, we appreciate your call today, and I would love to check your account here. May I have your full name, please? Joanne Cutco.","start_word":59,"end_word":82,"intents":[{"intent":"Check account","confidence_score":0.40018672}]},{"text":"It will go back again to the Linham, and they will say that this fee is applicable to your service address. We are not the one who's determining this fee and charging this.","start_word":391,"end_word":423,"intents":[{"intent":"Verify fee and charges","confidence_score":0.00018018334}]},{"text":"They supply address. the box. It's got it's got a linen box outside. That's why I connected to the linen services. So it hasn't If you would yeah. If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing. $330 new development charges is applicable to your service So why address.","start_word":451,"end_word":514,"intents":[{"intent":"Confirm address","confidence_score":0.15651013},{"intent":"Determine address","confidence_score":0.0035498247}]},{"text":"And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer. Okay.","start_word":702,"end_word":721,"intents":[{"intent":"Inform customer","confidence_score":0.33434975}]},{"text":"I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330. Yeah.","start_word":742,"end_word":774,"intents":[{"intent":"Confirm development fee","confidence_score":0.009242973}]},{"text":"We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable.","start_word":813,"end_word":843,"intents":[{"intent":"Get details and process","confidence_score":0.0000100134985}]},{"text":"Reason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well. Alright.","start_word":844,"end_word":867,"intents":[{"intent":"Send invoice to owner","confidence_score":0.0006748581}]},{"text":"I'll Yeah. contact Real Estate, but this is not good enough.","start_word":868,"end_word":878,"intents":[{"intent":"Contact real estate","confidence_score":0.86014974}]},{"text":"And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address.","start_word":1147,"end_word":1180,"intents":[{"intent":"Clarify information about fee and network affiliation","confidence_score":1.8133241e-7}]},{"text":"So, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable Yeah. charge.","start_word":1284,"end_word":1308,"intents":[{"intent":"Provide update on settlement","confidence_score":0.000743356}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.30706506967544556},{"text":"Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.5657214522361755},{"text":"Yeah. I received a invoice for $330 for a one off time connection. I'm a rental. Like, this I rent this place. So and no one told me when I joined up that I would have to pay the $330 or whatever it is.","start_word":15,"end_word":58,"sentiment":"neutral","sentiment_score":-0.21124733984470367},{"text":"Oh, we appreciate your call today, and I would love to check your account here.","start_word":59,"end_word":73,"sentiment":"positive","sentiment_score":0.38375595211982727},{"text":"May I have your full name, please? Joanne Cutco.","start_word":74,"end_word":82,"sentiment":"neutral","sentiment_score":0.11214424669742584},{"text":"Thank you so much. Nice to have you in the line, Joanne.","start_word":83,"end_word":94,"sentiment":"positive","sentiment_score":0.521787166595459},{"text":"Let me just go ahead and go over to your account here. Alright? Just bear with me. Yep. Thank you. Okay. It says a month of new development charges, Mhmm. But I'm not the owner. I'm the renter. I understand. So, yeah, that is correct. I'm showing on here that you got the invoice for the new development charges. So Yes. as you can see, this is a mandatory payment for the property's first time connecting to the Internet services. And I understand that you are just renting. Right? Yes. I'm You just are renting. a tenant. Alright. So, Yeah. technically, you have to get in touch and work with the owner of the building or whoever the person in charge with your rental and let them know that the new development charge was applicable to your address. Because they could be the one who could determine it's per your contract with the owner of the building. If the contract that you agreed upon is indicated that they are handling this kind of fee, then they are the one who will need to settle this amount, or it depends. Reason why you have to get in hold with the owner of the building or whoever that you have a contact about your renting properties. Okay. Yeah. Because it it's really like this. So even though you will be because a lot of ISPs, right, Internet service provider and per services has a network. So, technically, your address is enabled for Linham Network. And Linham Network reviewed your account, and it was indicated this address was the first time connecting to the service. Reason why they are applying a mandated fee of new development charges. So even though you will change an ISP, it's the same. It will go back again to the Linham, and they will say that this fee is applicable to your service address. We are not the one who's determining this fee and charging this. It just so happened we are the Internet service provider partnered with Linham, but this fee was for the network itself, which is Linham network, your Yeah. Yeah. They supply address. the box. It's got it's got a linen box outside. That's why I connected to the linen services. So it hasn't If you would yeah. If you would like to confirm this, you can go ahead and call the Linham network directly, and they will say the same thing. $330 new development charges is applicable to your service So why address. wasn't And, again, I understand that you are the tenant, so you have to get on hold with the yeah. No. owner That's why of the wasn't building. I told why wasn't I told when I was joining up? I wasn't told that there would be this fee of $330.","start_word":95,"end_word":564,"sentiment":"neutral","sentiment_score":-0.05952647106444582},{"text":"I wasn't involved.","start_word":565,"end_word":567,"sentiment":"negative","sentiment_score":-0.36778801679611206},{"text":"And then I just get an email today saying, oh, you owe $330. I wasn't like, when I first rang the number or, you know, was talking to Connected On Yeah. and then I joined up for twelve months, I wasn't told that there was this $330 fee. Yeah. That's not how it works. The reason why it's just today because once we've submitted your address, activated the address to the Linham network, that's the time that they could determine, and then we will be waiting for their confirmation information if this address is applicable for the NDC charge. Because also on their end, once we activated and ordered the services for a specific address, they will took a look on their end and determine if the address is applicable for new development charges. And that's the time they will inform us, Airtel AU, your ISP, and then we will inform the customer. Okay. Would Because it be nice they if there's also oh, I'm sorry.","start_word":568,"end_word":733,"sentiment":"neutral","sentiment_score":-0.06211552768945694},{"text":"You caught up.","start_word":734,"end_word":736,"sentiment":"negative","sentiment_score":-0.5037527680397034},{"text":"What is that again?","start_word":737,"end_word":740,"sentiment":"neutral","sentiment_score":-0.2865601181983948},{"text":"I said it would have been nice to know that there was this new development fee coming up because, like, if if I'm not fair, then I have to put the $330.","start_word":741,"end_word":772,"sentiment":"negative","sentiment_score":-0.4192716777324677},{"text":"Yeah. I do understand your report. As I've mentioned, that's how it works. It doesn't mean that we get your address and then we can tell you, hey. This is applicable for $330 new development charge. We could know that. We can get the details once we submitted and activated the add the services to the address, and we will wait for the confirmation from Linham if the fee is applicable. Reason why, we sent you the invoice and email of today because we just got the confirmation from the Linham network as well. Alright. I'll Yeah.","start_word":773,"end_word":869,"sentiment":"neutral","sentiment_score":0.04287052154541016},{"text":"contact Real Estate, but this is not good enough. I mean, seriously, you it's just, you know, it's like it it needs to be done beforehand and not popped on people who just move in.","start_word":870,"end_word":904,"sentiment":"negative","sentiment_score":-0.4582884907722473},{"text":"It needs to be connected and done. You know, like, if there's if someone's connecting to the Lincoln services, then they need to send a bill to the person who built the house and that before, Mhmm. you know, they act you know, they need to activate the line before people move in.","start_word":905,"end_word":957,"sentiment":"neutral","sentiment_score":-0.28272557258605957},{"text":"It's just not right. But anyway, I will contact them and see what I can do because I'm not prepared to pay you $330 when it's not my place.","start_word":958,"end_word":986,"sentiment":"negative","sentiment_score":-0.4503893852233886},{"text":"If it was Yeah. my I place, understand. then And also yes. in the first place, when when you rented this, the owner of the building should inform as well that, hey. This address is the first time to get connected to the Internet service, something like that, because they should know that as well.","start_word":987,"end_word":1041,"sentiment":"neutral","sentiment_score":-0.042811740189790726},{"text":"No.","start_word":1042,"end_word":1042,"sentiment":"negative","sentiment_score":-0.34248214960098267},{"text":"In the rental, like, the lease, it says that it is it is ticked that a telephone line is connected and to to the rented premises. The an Internet line is connected to the rented premises, and the rented premises is connected to the National Broadband Network, and they're all ticked yes.","start_word":1043,"end_word":1094,"sentiment":"neutral","sentiment_score":-0.2110622525215149},{"text":"And if I'm knowing that there was nothing here, I probably wouldn't have taken this place.","start_word":1095,"end_word":1110,"sentiment":"negative","sentiment_score":-0.521633505821228},{"text":"It's just Got it's it.","start_word":1111,"end_word":1115,"sentiment":"neutral","sentiment_score":-0.22676239907741547},{"text":"just So one you disaster could after disaster.","start_word":1116,"end_word":1123,"sentiment":"negative","sentiment_score":-0.3616423308849334},{"text":"yeah. You could confirm with the owner of the building, Yeah. please. I I Because will be giving them a call now. yeah. And, also, if they would like to confirm from Berlin Home, you yourself as well, you can also confirm them, and they will just inform that this fee is applicable to this specific address. Because we're That's just just collecting all Internet in behalf company? of them. Is that just your Internet company or this is gonna be all of the Internet funds that are in Okay. Lindholm? Here in Australia, we do have a lot of partnered networks like Supa Yeah. Network, NBN, Lindholm, Giga, Vines. There's a lot. And then a specific address has enabled for network. So we, ISP, your Internet service provider, partnered with this network because this network are not retailing their services. They are partnering to a Internet service provider company. Okay. That's Alright. the business No work around the service. So, yeah, just get back to us once you get an an update and get in touch about this settlement about the applicable Yeah. charge. Alright? Alright. No worries. Thank you. And also I'm sorry. And also, Joanne, since I have you on the line, your plan that you activated is the $79.95. Right? That's Yes. your monthly plan. And then you've signed up for twenty four month contract. So, technically, you are eligible for 15% discount for three months. So so your first invoice, actually, it's also rectified. They've applied a 15% discount towards your I should standard I should price have been of signed $79. yeah. I should have been signed up for the 100 and 100 down and 40 upper degrees. No. What I'm telling is the amount, not the MBPS. Yeah. Yeah. $79.90 Yeah. 5, Seventy I think. 9 Yeah. dollars 95<unk> and then the rectified invoice with the Yeah. 15% discount has been reset as well. Yeah. So disregard the first one sent, and then the correct one was the the one that was sent this morning for your reference. Okay. Alright. And just get back to us. Okay. No worries.","start_word":1124,"end_word":1480,"sentiment":"neutral","sentiment_score":0.034667786210775375},{"text":"Thank you. Alright. Thank you. Thanks. Have a good Bye. one, and be safe.","start_word":1480,"end_word":1493,"sentiment":"positive","sentiment_score":0.6151206493377686},{"text":"Bye bye. Mhmm. Bye.","start_word":1494,"end_word":1497,"sentiment":"neutral","sentiment_score":0.13371747732162476}],"average":{"sentiment":"neutral","sentiment_score":-0.05711203689499582}}}}