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What is the name of the daughter? Oh, this is this is Melissa Basida. Okay. Oh, sure. Thank you so much for assuring that response from the debtor. I do understand that. However, as per our record, this customer signed up for twelve month contract. We also sent him the order receipt indicating that he signed up for a twelve month contract. But let me just pull out that details on my end. Just bear with me. Okay? One moment. Okay. Sure. I'll go ahead and forward the email, including the order receipt showing that he signed up for twelve actually, it's sent to form a contract. I just pulled it up on my end, and I also sent the screenshot that this contract has been uploaded to his account way back June when during the time that he signed up. Okay. Sure. So what the process is, we will be uploading it. It's already been uploaded. Okay? So it needs to say, every time that this customer access his account through the customer portal, he will be able to view and download the copy of the contract. So what I can send you is the copy of the contract, the screenshot, and the email. Okay? And anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount. Because there that's that's the main reason. The reason why it was forwarded to you guys because this customer stating that he never signed up for a contract. However, we've reviewed the records. It was a twenty four month contract that he was signed up last year. Okay. So for me, it's better to get something instead of having this prolong and then not getting anything. Right? So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount. Mm-mm. Sure. But I I will still send the documents for your reference and as a supporting one for this. But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95. Okay? Alright. Sure. Thank you, Nicole. I'll send an email shortly. Okay? Thank you as well. Have a great day. 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Good morning. Thank you so much for calling Airtel accounts. How may I help you today? Oh, yeah.\n\nYou have reached the right person, and nice to have you in the line, Nicole. What is the name of the daughter? Oh, this is this is Melissa Basida. Okay. Oh, sure.\n\nThank you so much for assuring that response from the debtor. I do understand that. However, as per our record, this customer signed up for twelve month contract. We also sent him the order receipt indicating that he signed up for a twelve month contract. But let me just pull out that details on my end.\n\nJust bear with me. Okay? One moment. Okay. Sure.\n\nI'll go ahead and forward the email, including the order receipt showing that he signed up for twelve actually, it's sent to form a contract. I just pulled it up on my end, and I also sent the screenshot that this contract has been uploaded to his account way back June when during the time that he signed up. Okay. Sure. So what the process is, we will be uploading it.\n\nIt's already been uploaded. Okay? So it needs to say, every time that this customer access his account through the customer portal, he will be able to view and download the copy of the contract. So what I can send you is the copy of the contract, the screenshot, and the email. Okay?\n\nAnd anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount. Because there that's that's the main reason. The reason why it was forwarded to you guys because this customer stating that he never signed up for a contract. However, we've reviewed the records. It was a twenty four month contract that he was signed up last year.\n\nOkay. So for me, it's better to get something instead of having this prolong and then not getting anything. Right? So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount. Mm-mm.\n\nSure. But I I will still send the documents for your reference and as a supporting one for this. But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95. Okay? Alright.\n\nSure. Thank you, Nicole. I'll send an email shortly. Okay? Thank you as well.\n\nHave a great day. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.2480593174695969},{"text":"Good morning.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.47459232807159424},{"text":"Thank you so much for calling Airtel accounts.","start":1.68,"end":4.08,"sentiment":"positive","sentiment_score":0.6970034688711166},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5730355878671011},{"text":"Oh, yeah.","start":13.455,"end":19.775,"sentiment":"neutral","sentiment_score":0.04855219367891551}],"sentiment":"positive","sentiment_score":0.5425573494285345,"num_words":19,"start":0.71999997,"end":19.775},{"sentences":[{"text":"You have reached the right person, and nice to have you in the line, Nicole.","start":19.775,"end":24.755001,"sentiment":"positive","sentiment_score":0.4526241223017375},{"text":"What is the name of the 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that he never signed up for a contract.","start":233.585,"end":241.60501,"sentiment":"neutral","sentiment_score":-0.11146854360898335},{"text":"However, we've reviewed the records.","start":241.66501,"end":244.005,"sentiment":"neutral","sentiment_score":-0.07600885778665542},{"text":"It was a twenty four month contract that he was signed up last year.","start":244.8,"end":249.86,"sentiment":"neutral","sentiment_score":-0.038245802878269126}],"sentiment":"neutral","sentiment_score":0.009396613176379884,"num_words":77,"start":220.02,"end":249.86},{"sentences":[{"text":"Okay.","start":279.52002,"end":280.02002,"sentiment":"neutral","sentiment_score":0.0023739896714687347},{"text":"So for me, it's better to get something instead of having this prolong and then not getting anything.","start":280.16,"end":287.795,"sentiment":"neutral","sentiment_score":-0.04995835262040297},{"text":"Right?","start":287.855,"end":288.355,"sentiment":"neutral","sentiment_score":0.023601790890097615},{"text":"So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount.","start":288.575,"end":300.63,"sentiment":"neutral","sentiment_score":0.0988670467314395},{"text":"Mm-mm.","start":307.25,"end":307.41,"sentiment":"neutral","sentiment_score":0.0329117551445961}],"sentiment":"neutral","sentiment_score":0.031039818991408792,"num_words":43,"start":279.52002,"end":307.41},{"sentences":[{"text":"Sure.","start":307.41,"end":307.72998,"sentiment":"neutral","sentiment_score":0.07314836233854294},{"text":"But I I will still send the documents for your reference and as a supporting one for this.","start":307.72998,"end":314.345,"sentiment":"neutral","sentiment_score":0.06578322293029891},{"text":"But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95.","start":314.345,"end":322.505,"sentiment":"neutral","sentiment_score":0.08987899248798688},{"text":"Okay?","start":322.505,"end":323.005,"sentiment":"neutral","sentiment_score":0.07672327756881714},{"text":"Alright.","start":324.52,"end":325.02,"sentiment":"neutral","sentiment_score":0.27692925930023193}],"sentiment":"neutral","sentiment_score":0.08278771222401889,"num_words":39,"start":307.41,"end":325.02},{"sentences":[{"text":"Sure.","start":326.28,"end":326.75998,"sentiment":"neutral","sentiment_score":0.3016815483570099},{"text":"Thank you, Nicole.","start":326.75998,"end":327.71997,"sentiment":"positive","sentiment_score":0.48808978994687396},{"text":"I'll send an email shortly.","start":327.71997,"end":329.24,"sentiment":"neutral","sentiment_score":0.30038694739341737},{"text":"Okay?","start":329.24,"end":329.74,"sentiment":"neutral","sentiment_score":0.22411960363388064},{"text":"Thank you as well.","start":332.12,"end":333.08,"sentiment":"positive","sentiment_score":0.8570525050163269}],"sentiment":"positive","sentiment_score":0.4943010913474219,"num_words":14,"start":326.28,"end":333.08},{"sentences":[{"text":"Have a great day.","start":333.08,"end":334.12,"sentiment":"positive","sentiment_score":0.7961063832044601},{"text":"Bye bye.","start":334.12,"end":334.78,"sentiment":"positive","sentiment_score":0.40188245475292206}],"sentiment":"positive","sentiment_score":0.6646984070539474,"num_words":6,"start":333.08,"end":334.78}]}}]},{"alternatives":[{"transcript":"Hi. It's just Nicole calling from Marshall Freeman. I was just calling to ask a question about one of the debts your company has lodged with us. But I've just got two people who I can speak with. So I just have to confirm who I'm speaking with. Do you mind confirming your surname? Oh, perfect. Alrighty. So this is just in regards to the file for Jacob Cross. He's just called in, and he said that when he signed up, he signed up to a month by month contract. So he's not sure why there's a cancellation fee for a month by month contract. So I was just trying to get a little bit more information surrounding that. That's all so I can relay it to him. You're right. That's totally fine. If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one. And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans. So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for. I I did see that screenshot of the system. Let me just get that back because I read that out to him as well. I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no. I was on the phone and said it was month by month. So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying. So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability. Mhmm. Yep. No. Yeah. I could see that on the screen as well. But even just, like, showing, well, no. You knew that that was the contract you signed up for. But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee. Mhmm. So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount. It's up to you. Mhmm. Yeah. Okay. And then if he doesn't pay it on the phone, then I'll let you know and send the documents. Okay. Yep. Sure. Perfect. No problem. I'll let him know. Perfect. Thank you so much. You too. Bye.","confidence":0.998125,"words":[{"word":"hi","start":6.0,"end":6.16,"confidence":0.9971244,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.04532138258218765},{"word":"it's","start":6.16,"end":6.3999996,"confidence":0.9926239,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.04711434245109558},{"word":"just","start":6.3999996,"end":6.64,"confidence":0.9817556,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.039802853018045425},{"word":"nicole","start":6.64,"end":7.04,"confidence":0.9989089,"punctuated_word":"Nicole","sentiment":"neutral","sentiment_score":0.036449678242206573},{"word":"calling","start":7.04,"end":7.3599997,"confidence":0.994909,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.03439710661768913},{"word":"from","start":7.3599997,"end":7.6,"confidence":0.9960743,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.05954299867153168},{"word":"marshall","start":7.6,"end":8.0,"confidence":0.9820884,"punctuated_word":"Marshall","sentiment":"neutral","sentiment_score":0.07279575616121292},{"word":"freeman","start":8.0,"end":8.5,"confidence":0.991481,"punctuated_word":"Freeman.","sentiment":"neutral","sentiment_score":0.09530043601989746},{"word":"i","start":9.36,"end":9.44,"confidence":0.5256771,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.01858534663915634},{"word":"was","start":9.44,"end":9.679999,"confidence":0.9997117,"punctuated_word":"was","sentiment":"neutral","sentiment_score":0.01261659525334835},{"word":"just","start":9.679999,"end":10.0,"confidence":0.9998703,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.01418604701757431},{"word":"calling","start":10.0,"end":10.48,"confidence":0.9997631,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.01129397563636303},{"word":"to","start":10.48,"end":10.98,"confidence":0.99965763,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.017997531220316887},{"word":"ask","start":11.04,"end":11.28,"confidence":0.99963295,"punctuated_word":"ask","sentiment":"neutral","sentiment_score":0.020187608897686005},{"word":"a","start":11.28,"end":11.44,"confidence":0.99603504,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.014493661001324654},{"word":"question","start":11.44,"end":11.84,"confidence":0.99991596,"punctuated_word":"question","sentiment":"neutral","sentiment_score":0.029277458786964417},{"word":"about","start":11.84,"end":12.16,"confidence":0.9998723,"punctuated_word":"about","sentiment":"neutral","sentiment_score":0.01596878282725811},{"word":"one","start":12.16,"end":12.32,"confidence":0.99976176,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.025881513953208923},{"word":"of","start":12.32,"end":12.48,"confidence":0.9997563,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.057853419333696365},{"word":"the","start":12.48,"end":12.639999,"confidence":0.99521303,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.035729117691516876},{"word":"debts","start":12.639999,"end":13.04,"confidence":0.9858791,"punctuated_word":"debts","sentiment":"neutral","sentiment_score":0.034648410975933075},{"word":"your","start":13.04,"end":13.28,"confidence":0.8958636,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.016283275559544563},{"word":"company","start":13.28,"end":13.759999,"confidence":0.9998915,"punctuated_word":"company","sentiment":"neutral","sentiment_score":0.02310351654887199},{"word":"has","start":13.759999,"end":14.175,"confidence":0.99943525,"punctuated_word":"has","sentiment":"neutral","sentiment_score":-0.004058483988046646},{"word":"lodged","start":14.575,"end":14.975,"confidence":0.9580759,"punctuated_word":"lodged","sentiment":"neutral","sentiment_score":0.006825822405517101},{"word":"with","start":14.975,"end":15.375,"confidence":0.9996107,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.004841616377234459},{"word":"us","start":15.375,"end":15.875,"confidence":0.77882135,"punctuated_word":"us.","sentiment":"neutral","sentiment_score":0.008988060057163239},{"word":"but","start":16.335,"end":16.655,"confidence":0.59410244,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.004999939352273941},{"word":"i've","start":16.655,"end":16.815,"confidence":0.9902867,"punctuated_word":"I've","sentiment":"neutral","sentiment_score":-0.006232510786503553},{"word":"just","start":16.815,"end":16.975,"confidence":0.9980081,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.0016652848571538923},{"word":"got","start":16.975,"end":17.215,"confidence":0.99863476,"punctuated_word":"got","sentiment":"neutral","sentiment_score":0.008708531036973},{"word":"two","start":17.215,"end":17.295,"confidence":0.990285,"punctuated_word":"two","sentiment":"neutral","sentiment_score":-0.006210481747984886},{"word":"people","start":17.295,"end":17.615,"confidence":0.9996575,"punctuated_word":"peop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It's just Nicole calling from Marshall Freeman. I was just calling to ask a question about one of the debts your company has lodged with us. But I've just got two people who I can speak with. So I just have to confirm who I'm speaking with.\n\nDo you mind confirming your surname? Oh, perfect. Alrighty. So this is just in regards to the file for Jacob Cross. He's just called in, and he said that when he signed up, he signed up to a month by month contract.\n\nSo he's not sure why there's a cancellation fee for a month by month contract. So I was just trying to get a little bit more information surrounding that. That's all so I can relay it to him. You're right. That's totally fine.\n\nIf you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one. And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans. So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for. I I did see that screenshot of the system.\n\nLet me just get that back because I read that out to him as well. I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no. I was on the phone and said it was month by month. So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying. So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability.\n\nMhmm. Yep. No. Yeah. I could see that on the screen as well.\n\nBut even just, like, showing, well, no. You knew that that was the contract you signed up for. But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee. Mhmm. So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount.\n\nIt's up to you. Mhmm. Yeah. Okay. And then if he doesn't pay it on the phone, then I'll let you know and send the documents.\n\nOkay. Yep. Sure. Perfect. No problem.\n\nI'll let him know. Perfect. Thank you so much. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.0,"end":6.16,"sentiment":"neutral","sentiment_score":0.04532138258218765},{"text":"It's just Nicole calling from Marshall Freeman.","start":6.16,"end":8.5,"sentiment":"neutral","sentiment_score":0.055057595883096964},{"text":"I was just calling to ask a question about one of the debts your company has lodged with us.","start":9.36,"end":15.875,"sentiment":"neutral","sentiment_score":0.019194909273401686},{"text":"But I've just got two people who I can speak with.","start":16.335,"end":18.835,"sentiment":"neutral","sentiment_score":0.009040638169443066},{"text":"So I just have to confirm who I'm speaking with.","start":27.295,"end":29.37,"sentiment":"neutral","sentiment_score":0.024148293770849705}],"sentiment":"neutral","sentiment_score":0.023674120573559776,"num_words":48,"start":6.0,"end":29.37},{"sentences":[{"text":"Do you mind confirming your surname?","start":29.37,"end":30.83,"sentiment":"neutral","sentiment_score":0.020924975164234638},{"text":"Oh, perfect.","start":33.93,"end":34.670002,"sentiment":"positive","sentiment_score":0.3474549502134323},{"text":"Alrighty.","start":34.73,"end":35.23,"sentiment":"neutral","sentiment_score":0.12989741563796997},{"text":"So this is just in regards to the file for Jacob Cross.","start":35.37,"end":40.03,"sentiment":"neutral","sentiment_score":0.015184570414324602},{"text":"He's just called in, and he said that when he signed up, he signed up to a month by month contract.","start":40.715,"end":48.254997,"sentiment":"neutral","sentiment_score":-0.053563344957573075}],"sentiment":"neutral","sentiment_score":0.0001843278074548358,"num_words":42,"start":29.37,"end":48.254997},{"sentences":[{"text":"So he's not sure why there's a cancellation fee for a month by month contract.","start":49.434998,"end":53.754997,"sentiment":"neutral","sentiment_score":-0.18143506397803624},{"text":"So I was just trying to get a little bit more information surrounding that.","start":53.754997,"end":57.25,"sentiment":"neutral","sentiment_score":-0.08113965418721948},{"text":"That's all so I can relay it to him.","start":57.25,"end":59.27,"sentiment":"neutral","sentiment_score":-0.012074398290779855},{"text":"You're right.","start":86.939995,"end":87.34,"sentiment":"neutral","sentiment_score":0.028961184434592724},{"text":"That's totally fine.","start":87.34,"end":88.56,"sentiment":"neutral","sentiment_score":0.1662225474913915}],"sentiment":"neutral","sentiment_score":-0.07929210910616918,"num_words":43,"start":49.434998,"end":88.56},{"sentences":[{"text":"If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one.","start":89.34,"end":98.565,"sentiment":"neutral","sentiment_score":-0.19210730865597725},{"text":"And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans.","start":98.565,"end":104.585,"sentiment":"negative","sentiment_score":-0.33607856432596844},{"text":"So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no.","start":105.605,"end":117.810005,"sentiment":"neutral","sentiment_score":0.08365668081923534},{"text":"This is what you've signed up for.","start":117.810005,"end":119.83,"sentiment":"neutral","sentiment_score":0.09144166857004166},{"text":"I I did see that screenshot of the system.","start":140.98001,"end":147.54001,"sentiment":"neutral","sentiment_score":0.15279578500323826}],"sentiment":"neutral","sentiment_score":-0.07335542485702272,"num_words":102,"start":89.34,"end":147.54001},{"sentences":[{"text":"Let me just get that back because I read that out to him as well.","start":147.54001,"end":151.22,"sentiment":"neutral","sentiment_score":0.20988932251930237},{"text":"I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no.","start":151.22,"end":161.375,"sentiment":"neutral","sentiment_score":-0.06908429935574531},{"text":"I was on the phone and said it was month by month.","start":161.375,"end":164.095,"sentiment":"neutral","sentiment_score":-0.20129259675741196},{"text":"So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying.","start":164.095,"end":179.45,"sentiment":"neutral","sentiment_score":-0.06047014968300408},{"text":"So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability.","start":179.91,"end":193.58499,"sentiment":"neutral","sentiment_score":0.10047511197626591}],"sentiment":"neutral","sentiment_score":-0.003435639140661806,"num_words":128,"start":147.54001,"end":193.58499},{"sentences":[{"text":"Mhmm.","start":218.625,"end":219.125,"sentiment":"neutral","sentiment_score":0.04669707641005516},{"text":"Yep.","start":250.63,"end":250.95001,"sentiment":"neutral","sentiment_score":0.005688875913619995},{"text":"No.","start":250.95001,"end":251.27,"sentiment":"neutral","sentiment_score":-0.06364250928163528},{"text":"Yeah.","start":251.27,"end":251.59001,"sentiment":"neutral","sentiment_score":-0.02730930782854557},{"text":"I could see that on the screen as well.","start":251.59001,"end":253.93001,"sentiment":"neutral","sentiment_score":-0.026669917835129633}],"sentiment":"neutral","sentiment_score":-0.021430394254051723,"num_words":13,"start":218.625,"end":253.93001},{"sentences":[{"text":"But even just, like, showing, well, no.","start":253.99,"end":257.53,"sentiment":"neutral","sentiment_score":-0.12406349927186966},{"text":"You knew that that was the contract you signed up for.","start":257.67,"end":260.175,"sentiment":"neutral","sentiment_score":-0.1388553116809238},{"text":"But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee.","start":260.25497,"end":270.35498,"sentiment":"neutral","sentiment_score":-0.12266025766730308},{"text":"Mhmm.","start":270.815,"end":271.29498,"sentiment":"neutral","sentiment_score":-0.023238638415932655},{"text":"So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount.","start":271.29498,"end":277.71,"sentiment":"neutral","sentiment_score":-0.05940248227367798}],"sentiment":"neutral","sentiment_score":-0.10307614885474721,"num_words":73,"start":253.99,"end":277.71},{"sentences":[{"text":"It's up to you.","start":277.71,"end":278.69,"sentiment":"neutral","sentiment_score":-0.019274981692433357},{"text":"Mhmm.","start":284.11002,"end":284.61002,"sentiment":"neutral","sentiment_score":-0.024673189967870712},{"text":"Yeah.","start":286.835,"end":287.335,"sentiment":"neutral","sentiment_score":-0.034791022539138794},{"text":"Okay.","start":300.995,"end":301.495,"sentiment":"neutral","sentiment_score":0.05816543847322464},{"text":"And then if he doesn't pay it on the phone, then I'll let you know and send the documents.","start":301.74,"end":306.4,"sentiment":"neutral","sentiment_score":0.021091133878431527}],"sentiment":"neutral","sentiment_score":0.012397417034103105,"num_words":26,"start":277.71,"end":306.4},{"sentences":[{"text":"Okay.","start":311.66,"end":312.16,"sentiment":"neutral","sentiment_score":0.07583120465278625},{"text":"Yep.","start":323.035,"end":323.275,"sentiment":"neutral","sentiment_score":0.11649279296398164},{"text":"Sure.","start":323.275,"end":323.675,"sentiment":"neutral","sentiment_score":0.2236793488264084},{"text":"Perfect.","start":323.675,"end":324.07498,"sentiment":"positive","sentiment_score":0.40539029240608215},{"text":"No problem.","start":324.07498,"end":324.555,"sentiment":"positive","sentiment_score":0.35761991143226624}],"sentiment":"neutral","sentiment_score":0.25610557695229846,"num_words":6,"start":311.66,"end":324.555},{"sentences":[{"text":"I'll let him know.","start":324.555,"end":325.535,"sentiment":"neutral","sentiment_score":0.24867918342351913},{"text":"Perfect.","start":330.155,"end":330.555,"sentiment":"neutral","sentiment_score":0.2875581383705139},{"text":"Thank you so much.","start":330.555,"end":331.46695,"sentiment":"positive","sentiment_score":0.886225163936615},{"text":"You too.","start":334.58694,"end":335.22696,"sentiment":"neutral","sentiment_score":0.31372518837451935},{"text":"Bye.","start":335.22696,"end":335.72696,"sentiment":"neutral","sentiment_score":-0.08706564456224442}],"sentiment":"positive","sentiment_score":0.4472966883331537,"num_words":12,"start":324.555,"end":335.72696}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. Thank you so much for calling Airtel accounts. How may I help you today?\n\nChannel 1: Hi. It's just Nicole calling from Marshall Freeman. I was just calling to ask a question about one of the debts your company\n\nChannel 0: Oh,\n\nChannel 1: has lodged with us. But I've just got two people who I can speak with.\n\nChannel 0: yeah. You have reached the right person, and nice to have you in the line, Nicole. What is the name of the daughter?\n\nChannel 1: So I just have to confirm who I'm speaking with. Do you mind confirming\n\nChannel 0: Oh,\n\nChannel 1: your\n\nChannel 0: this\n\nChannel 1: surname?\n\nChannel 0: is this is Melissa Basida.\n\nChannel 1: Oh, perfect. Alrighty. So this is just in regards to the file for Jacob Cross. He's\n\nChannel 0: Okay.\n\nChannel 1: just called in, and he said that when he signed up, he signed up to a month by month contract. So he's not sure why there's a cancellation fee for a month by month contract. So I was just trying to get a little bit more information surrounding that. That's all so I can relay it to him.\n\nChannel 0: Oh, sure. Thank you so much for assuring that response from the debtor. I do understand that. However, as per our record, this customer signed up for twelve month contract. We also sent him the order receipt indicating that he signed up for a twelve month contract.\n\nBut let me just pull out that details on my end. Just bear with me. Okay? One\n\nChannel 1: You're\n\nChannel 0: moment.\n\nChannel 1: right. That's totally fine. If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one. And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans. So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no.\n\nThis is what you've signed up for.\n\nChannel 0: Okay. Sure. I'll go ahead and forward the email, including the order receipt showing that he signed up for twelve actually, it's sent to form a contract. I just pulled it up on my end, and I also sent the screenshot that this contract has been uploaded to his account way back June when\n\nChannel 1: I\n\nChannel 0: during the time that he signed up.\n\nChannel 1: I did see that screenshot of the system. Let me just get that back because I read that out to him as well. I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no. I was on the phone and said it was month by month. So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying.\n\nSo if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability.\n\nChannel 0: Okay. Sure. So what the process is, we will be uploading it. It's already been uploaded. Okay?\n\nSo it needs to say, every time that this customer access his account through the customer portal, he will be able to view and download the copy of the contract. So what I can send you is the copy of the contract, the screenshot,\n\nChannel 1: Mhmm.\n\nChannel 0: and the email. Okay? And anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount. Because there that's that's the main reason. The reason why it was forwarded to you guys because this customer stating that he never signed up for a contract.\n\nHowever, we've reviewed the records. It was a twenty four month contract that he was signed up last year.\n\nChannel 1: Yep. No. Yeah. I could see that on the screen as well. But even just, like, showing, well, no.\n\nYou knew that that was the contract you signed up for. But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee. Mhmm. So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount. It's up to you.\n\nChannel 0: Okay. So for me, it's better to get something instead\n\nChannel 1: Mhmm.\n\nChannel 0: of having this prolong and then not\n\nChannel 1: Yeah.\n\nChannel 0: getting anything. Right? So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount.\n\nChannel 1: Okay. And then if he doesn't pay it on the phone, then I'll let you know and send the documents.\n\nChannel 0: Mm-mm. Sure. But I I will still send the documents for your reference\n\nChannel 1: Okay.\n\nChannel 0: and as a supporting one for this. But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95. Okay?\n\nChannel 1: Yep. Sure. Perfect. No problem.\n\nChannel 0: Alright.\n\nChannel 1: I'll let him know.\n\nChannel 0: Sure. Thank you, Nicole. I'll send an email shortly. Okay?\n\nChannel 1: Perfect. Thank you so much.\n\nChannel 0: Thank you as well. Have a great day. Bye bye.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.2480593174695969},{"text":"Good morning.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.47459232807159424},{"text":"Thank you so much for calling Airtel accounts.","start":1.68,"end":4.08,"sentiment":"positive","sentiment_score":0.6970034688711166},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5730355878671011}],"sentiment":"positive","sentiment_score":0.6006756030461368,"channel":0,"num_words":17,"start":0.71999997,"end":5.38},{"sentences":[{"text":"Hi.","start":6.0,"end":6.16,"sentiment":"neutral","sentiment_score":0.04532138258218765},{"text":"It's just Nicole calling from Marshall Freeman.","start":6.16,"end":8.5,"sentiment":"neutral","sentiment_score":0.055057595883096964},{"text":"I was just calling to ask a question about one of the debts your company","start":9.36,"end":13.759999,"sentiment":"neutral","sentiment_score":0.023207084089517594}],"sentiment":"neutral","sentiment_score":0.03386220935246219,"channel":1,"num_words":23,"start":6.0,"end":13.759999},{"sentences":[{"text":"Oh,","start":13.455,"end":13.955,"sentiment":"neutral","sentiment_score":0.004102768376469612}],"sentiment":"neutral","sentiment_score":0.004102768376469612,"channel":0,"num_words":1,"start":13.455,"end":13.955},{"sentences":[{"text":"has lodged with us.","start":13.759999,"end":15.875,"sentiment":"neutral","sentiment_score":0.004149253712967038},{"text":"But I've just got two people who I can speak with.","start":16.335,"end":18.835,"sentiment":"neutral","sentiment_score":0.009040638169443066}],"sentiment":"neutral","sentiment_score":0.007736268981049458,"channel":1,"num_words":15,"start":13.759999,"end":18.835},{"sentences":[{"text":"yeah.","start":19.375,"end":19.775,"sentiment":"neutral","sentiment_score":0.0930016189813614},{"text":"You have reached the right person, and nice to have you in the line, Nicole.","start":19.775,"end":24.755001,"sentiment":"positive","sentiment_score":0.4526241223017375},{"text":"What is the name of the daughter?","start":24.814999,"end":26.835,"sentiment":"neutral","sentiment_score":0.08369400032929011}],"sentiment":"neutral","sentiment_score":0.324705280687498,"channel":0,"num_words":23,"start":19.375,"end":26.835},{"sentences":[{"text":"So I just have to confirm who I'm speaking with.","start":27.295,"end":29.37,"sentiment":"neutral","sentiment_score":0.024148293770849705},{"text":"Do you mind confirming","start":29.37,"end":30.17,"sentiment":"neutral","sentiment_score":0.015007475856691599}],"sentiment":"neutral","sentiment_score":0.021536631509661674,"channel":1,"num_words":14,"start":27.295,"end":30.17},{"sentences":[{"text":"Oh,","start":29.869999,"end":30.19,"sentiment":"neutral","sentiment_score":0.02547780424356461}],"sentiment":"neutral","sentiment_score":0.02547780424356461,"channel":0,"num_words":1,"start":29.869999,"end":30.19},{"sentences":[{"text":"your","start":30.17,"end":30.33,"sentiment":"neutral","sentiment_score":0.020759351551532745}],"sentiment":"neutral","sentiment_score":0.020759351551532745,"channel":1,"num_words":1,"start":30.17,"end":30.33},{"sentences":[{"text":"this","start":30.19,"end":30.43,"sentiment":"neutral","sentiment_score":0.031768377870321274}],"sentiment":"neutral","sentiment_score":0.031768377870321274,"channel":0,"num_words":1,"start":30.19,"end":30.43},{"sentences":[{"text":"surname?","start":30.33,"end":30.83,"sentiment":"neutral","sentiment_score":0.04476059600710869}],"sentiment":"neutral","sentiment_score":0.04476059600710869,"channel":1,"num_words":1,"start":30.33,"end":30.83},{"sentences":[{"text":"is this is Melissa Basida.","start":30.43,"end":33.33,"sentiment":"neutral","sentiment_score":0.03790671229362488}],"sentiment":"neutral","sentiment_score":0.03790671229362488,"channel":0,"num_words":5,"start":30.43,"end":33.33},{"sentences":[{"text":"Oh, perfect.","start":33.93,"end":34.670002,"sentiment":"positive","sentiment_score":0.3474549502134323},{"text":"Alrighty.","start":34.73,"end":35.23,"sentiment":"neutral","sentiment_score":0.12989741563796997},{"text":"So this is just in regards to the file for Jacob Cross.","start":35.37,"end":40.03,"sentiment":"neutral","sentiment_score":0.015184570414324602},{"text":"He's","start":40.715,"end":41.035,"sentiment":"neutral","sentiment_score":0.004653530195355415}],"sentiment":"neutral","sentiment_score":0.06322973070200533,"channel":1,"num_words":16,"start":33.93,"end":41.035},{"sentences":[{"text":"Okay.","start":40.75,"end":41.25,"sentiment":"neutral","sentiment_score":-0.0006275121122598648}],"sentiment":"neutral","sentiment_score":-0.0006275121122598648,"channel":0,"num_words":1,"start":40.75,"end":41.25},{"sentences":[{"text":"just called in, and he said that when he signed up, he signed up to a month by month contract.","start":41.035,"end":48.254997,"sentiment":"neutral","sentiment_score":-0.056474188715219496},{"text":"So he's not sure why there's a cancellation fee for a month by month contract.","start":49.434998,"end":53.754997,"sentiment":"neutral","sentiment_score":-0.18143506397803624},{"text":"So I was just trying to get a little bit more information surrounding that.","start":53.754997,"end":57.25,"sentiment":"neutral","sentiment_score":-0.08113965418721948},{"text":"That's all so I can relay it to him.","start":57.25,"end":59.27,"sentiment":"neutral","sentiment_score":-0.012074398290779855}],"sentiment":"neutral","sentiment_score":-0.08785576684850044,"channel":1,"num_words":58,"start":41.035,"end":59.27},{"sentences":[{"text":"Oh, sure.","start":60.089996,"end":60.73,"sentiment":"neutral","sentiment_score":0.0676707997918129},{"text":"Thank you so much for assuring that response from the debtor.","start":60.73,"end":64.35,"sentiment":"positive","sentiment_score":0.3975390453230251},{"text":"I do understand that.","start":65.049995,"end":66.57,"sentiment":"neutral","sentiment_score":0.033958692103624344},{"text":"However, as per our record, this customer signed up for twelve month contract.","start":66.57,"end":73.825,"sentiment":"neutral","sentiment_score":-0.054416803213266224},{"text":"We also sent him the order receipt indicating that he signed up for a twelve month contract.","start":74.445,"end":82.385,"sentiment":"neutral","sentiment_score":-0.026347131304004612}],"sentiment":"neutral","sentiment_score":0.07422949345980553,"channel":0,"num_words":47,"start":60.089996,"end":82.385},{"sentences":[{"text":"But let me just pull out that details on my end.","start":82.59,"end":85.07,"sentiment":"neutral","sentiment_score":-0.05709971792318604},{"text":"Just bear with me.","start":85.07,"end":85.869995,"sentiment":"neutral","sentiment_score":-0.013885541819036007},{"text":"Okay?","start":85.869995,"end":86.369995,"sentiment":"neutral","sentiment_score":0.006128612905740738},{"text":"One","start":86.75,"end":86.99,"sentiment":"neutral","sentiment_score":-0.01660548709332943}],"sentiment":"neutral","sentiment_score":-0.04083034933051642,"channel":0,"num_words":17,"start":82.59,"end":86.99},{"sentences":[{"text":"You're","start":86.939995,"end":87.1,"sentiment":"neutral","sentiment_score":-0.008188748732209206}],"sentiment":"neutral","sentiment_score":-0.008188748732209206,"channel":1,"num_words":1,"start":86.939995,"end":87.1},{"sentences":[{"text":"moment.","start":86.99,"end":87.49,"sentiment":"neutral","sentiment_score":0.01267809234559536}],"sentiment":"neutral","sentiment_score":0.01267809234559536,"channel":0,"num_words":1,"start":86.99,"end":87.49},{"sentences":[{"text":"right.","start":87.1,"end":87.34,"sentiment":"neutral","sentiment_score":0.06611111760139465},{"text":"That's totally fine.","start":87.34,"end":88.56,"sentiment":"neutral","sentiment_score":0.1662225474913915},{"text":"If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one.","start":89.34,"end":98.565,"sentiment":"neutral","sentiment_score":-0.19210730865597725},{"text":"And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans.","start":98.565,"end":104.585,"sentiment":"negative","sentiment_score":-0.33607856432596844},{"text":"So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no.","start":105.605,"end":117.810005,"sentiment":"neutral","sentiment_score":0.08365668081923534}],"sentiment":"neutral","sentiment_score":-0.09925253689289093,"channel":1,"num_words":90,"start":87.1,"end":117.810005},{"sentences":[{"text":"This is what you've signed up for.","start":117.810005,"end":119.83,"sentiment":"neutral","sentiment_score":0.09144166857004166}],"sentiment":"neutral","sentiment_score":0.09144166857004166,"channel":1,"num_words":7,"start":117.810005,"end":119.83},{"sentences":[{"text":"Okay.","start":120.435,"end":120.935,"sentiment":"neutral","sentiment_score":0.1858931928873062},{"text":"Sure.","start":120.995,"end":121.315,"sentiment":"neutral","sentiment_score":0.28517839312553406},{"text":"I'll go ahead and forward the email, including the order receipt showing that he signed up for twelve actually, it's sent to form a contract.","start":121.315,"end":130.375,"sentiment":"neutral","sentiment_score":0.3309975719451904},{"text":"I just pulled it up on my end, and I also sent the screenshot that this contract has been uploaded to his account way back June when","start":130.515,"end":140.87001,"sentiment":"neutral","sentiment_score":0.2786390251583523}],"sentiment":"neutral","sentiment_score":0.3012826771095947,"channel":0,"num_words":54,"start":120.435,"end":140.87001},{"sentences":[{"text":"I","start":140.98001,"end":141.48001,"sentiment":"neutral","sentiment_score":0.18669834733009336}],"sentiment":"neutral","sentiment_score":0.18669834733009336,"channel":1,"num_words":1,"start":140.98001,"end":141.48001},{"sentences":[{"text":"during the time that he signed up.","start":141.11,"end":143.13,"sentiment":"neutral","sentiment_score":0.18855269040380204}],"sentiment":"neutral","sentiment_score":0.18855269040380204,"channel":0,"num_words":7,"start":141.11,"end":143.13},{"sentences":[{"text":"I did see that screenshot of the system.","start":143.70001,"end":147.54001,"sentiment":"neutral","sentiment_score":0.14855796471238136},{"text":"Let me just get that back because I read that out to him as well.","start":147.54001,"end":151.22,"sentiment":"neutral","sentiment_score":0.20988932251930237},{"text":"I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no.","start":151.22,"end":161.375,"sentiment":"neutral","sentiment_score":-0.06908429935574531},{"text":"I was on the phone and said it was month by month.","start":161.375,"end":164.095,"sentiment":"neutral","sentiment_score":-0.20129259675741196},{"text":"So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying.","start":164.095,"end":179.45,"sentiment":"neutral","sentiment_score":-0.06047014968300408}],"sentiment":"neutral","sentiment_score":-0.02371636226486701,"channel":1,"num_words":104,"start":143.70001,"end":179.45},{"sentences":[{"text":"So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability.","start":179.91,"end":193.58499,"sentiment":"neutral","sentiment_score":0.10047511197626591}],"sentiment":"neutral","sentiment_score":0.10047511197626591,"channel":1,"num_words":32,"start":179.91,"end":193.58499},{"sentences":[{"text":"Okay.","start":195.02,"end":195.52,"sentiment":"neutral","sentiment_score":0.19835880398750305},{"text":"Sure.","start":195.66,"end":196.16,"sentiment":"neutral","sentiment_score":0.23960162699222565},{"text":"So what the process is, we will be uploading it.","start":196.22,"end":200.3,"sentiment":"neutral","sentiment_score":0.1953884854912758},{"text":"It's already been uploaded.","start":200.3,"end":201.76,"sentiment":"neutral","sentiment_score":0.20337914675474167},{"text":"Okay?","start":202.22,"end":202.62,"sentiment":"neutral","sentiment_score":0.1028786152601242}],"sentiment":"neutral","sentiment_score":0.1946023816571516,"channel":0,"num_words":17,"start":195.02,"end":202.62},{"sentences":[{"text":"So it needs to say, every time that this customer access his account through the customer portal, he will be able to view and download the copy of the contract.","start":202.62,"end":214.075,"sentiment":"neutral","sentiment_score":0.23682202473282815},{"text":"So what I can send you is the copy of the contract, the screenshot,","start":214.455,"end":218.92,"sentiment":"neutral","sentiment_score":0.12661345462713922}],"sentiment":"neutral","sentiment_score":0.20175566151738167,"channel":0,"num_words":44,"start":202.62,"end":218.92},{"sentences":[{"text":"Mhmm.","start":218.625,"end":219.125,"sentiment":"neutral","sentiment_score":0.04669707641005516}],"sentiment":"neutral","sentiment_score":0.04669707641005516,"channel":1,"num_words":1,"start":218.625,"end":219.125},{"sentences":[{"text":"and the email.","start":219.06,"end":219.86,"sentiment":"neutral","sentiment_score":0.01805391100545724},{"text":"Okay?","start":219.86,"end":220.02,"sentiment":"neutral","sentiment_score":-0.025339897722005844},{"text":"And anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount.","start":220.02,"end":230.76001,"sentiment":"neutral","sentiment_score":0.13341007853547732},{"text":"Because there that's that's the main reason.","start":231.02501,"end":233.285,"sentiment":"neutral","sentiment_score":-0.0032054566379104343},{"text":"The reason why it was forwarded to you guys because this customer stating that he never signed up for a contract.","start":233.585,"end":241.60501,"sentiment":"neutral","sentiment_score":-0.11146854360898335}],"sentiment":"neutral","sentiment_score":0.026900751275881644,"channel":0,"num_words":62,"start":219.06,"end":241.60501},{"sentences":[{"text":"However, we've reviewed the records.","start":241.66501,"end":244.005,"sentiment":"neutral","sentiment_score":-0.07600885778665542},{"text":"It was a twenty four month contract that he was signed up last year.","start":244.8,"end":249.86,"sentiment":"neutral","sentiment_score":-0.038245802878269126}],"sentiment":"neutral","sentiment_score":-0.04818344890679184,"channel":0,"num_words":19,"start":241.66501,"end":249.86},{"sentences":[{"text":"Yep.","start":250.63,"end":250.95001,"sentiment":"neutral","sentiment_score":0.005688875913619995},{"text":"No.","start":250.95001,"end":251.27,"sentiment":"neutral","sentiment_score":-0.06364250928163528},{"text":"Yeah.","start":251.27,"end":251.59001,"sentiment":"neutral","sentiment_score":-0.02730930782854557},{"text":"I could see that on the screen as well.","start":251.59001,"end":253.93001,"sentiment":"neutral","sentiment_score":-0.026669917835129633},{"text":"But even just, like, showing, well, no.","start":253.99,"end":257.53,"sentiment":"neutral","sentiment_score":-0.12406349927186966}],"sentiment":"neutral","sentiment_score":-0.06282824719030607,"channel":1,"num_words":19,"start":250.63,"end":257.53},{"sentences":[{"text":"You knew that that was the contract you signed up for.","start":257.67,"end":260.175,"sentiment":"neutral","sentiment_score":-0.1388553116809238},{"text":"But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee.","start":260.25497,"end":270.35498,"sentiment":"neutral","sentiment_score":-0.12266025766730308},{"text":"Mhmm.","start":270.815,"end":271.29498,"sentiment":"neutral","sentiment_score":-0.023238638415932655},{"text":"So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount.","start":271.29498,"end":277.71,"sentiment":"neutral","sentiment_score":-0.05940248227367798},{"text":"It's up to you.","start":277.71,"end":278.69,"sentiment":"neutral","sentiment_score":-0.019274981692433357}],"sentiment":"neutral","sentiment_score":-0.09618877568947418,"channel":1,"num_words":70,"start":257.67,"end":278.69},{"sentences":[{"text":"Okay.","start":279.52002,"end":280.02002,"sentiment":"neutral","sentiment_score":0.0023739896714687347},{"text":"So for me, it's better to get something instead","start":280.16,"end":284.17502,"sentiment":"neutral","sentiment_score":-0.023877423256635666}],"sentiment":"neutral","sentiment_score":-0.021252281963825226,"channel":0,"num_words":10,"start":279.52002,"end":284.17502},{"sentences":[{"text":"Mhmm.","start":284.11002,"end":284.61002,"sentiment":"neutral","sentiment_score":-0.024673189967870712}],"sentiment":"neutral","sentiment_score":-0.024673189967870712,"channel":1,"num_words":1,"start":284.11002,"end":284.61002},{"sentences":[{"text":"of having this prolong and then not","start":284.17502,"end":286.89502,"sentiment":"neutral","sentiment_score":-0.08512469061783381}],"sentiment":"neutral","sentiment_score":-0.08512469061783381,"channel":0,"num_words":7,"start":284.17502,"end":286.89502},{"sentences":[{"text":"Yeah.","start":286.835,"end":287.335,"sentiment":"neutral","sentiment_score":-0.034791022539138794}],"sentiment":"neutral","sentiment_score":-0.034791022539138794,"channel":1,"num_words":1,"start":286.835,"end":287.335},{"sentences":[{"text":"getting anything.","start":286.89502,"end":287.795,"sentiment":"neutral","sentiment_score":-0.044240351766347885},{"text":"Right?","start":287.855,"end":288.355,"sentiment":"neutral","sentiment_score":0.023601790890097615},{"text":"So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount.","start":288.575,"end":300.63,"sentiment":"neutral","sentiment_score":0.0988670467314395}],"sentiment":"neutral","sentiment_score":0.08440784461796284,"channel":0,"num_words":25,"start":286.89502,"end":300.63},{"sentences":[{"text":"Okay.","start":300.995,"end":301.495,"sentiment":"neutral","sentiment_score":0.05816543847322464},{"text":"And then if he doesn't pay it on the phone, then I'll let you know and send the documents.","start":301.74,"end":306.4,"sentiment":"neutral","sentiment_score":0.021091133878431527}],"sentiment":"neutral","sentiment_score":0.022944849108171184,"channel":1,"num_words":20,"start":300.995,"end":306.4},{"sentences":[{"text":"Mm-mm.","start":307.25,"end":307.41,"sentiment":"neutral","sentiment_score":0.0329117551445961},{"text":"Sure.","start":307.41,"end":307.72998,"sentiment":"neutral","sentiment_score":0.07314836233854294},{"text":"But I I will still send the documents for your reference","start":307.72998,"end":311.99,"sentiment":"neutral","sentiment_score":0.05349520322951404}],"sentiment":"neutral","sentiment_score":0.05342364253906103,"channel":0,"num_words":13,"start":307.25,"end":311.99},{"sentences":[{"text":"Okay.","start":311.66,"end":312.16,"sentiment":"neutral","sentiment_score":0.07583120465278625}],"sentiment":"neutral","sentiment_score":0.07583120465278625,"channel":1,"num_words":1,"start":311.66,"end":312.16},{"sentences":[{"text":"and as a supporting one for this.","start":312.505,"end":314.345,"sentiment":"neutral","sentiment_score":0.08509296817438942},{"text":"But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95.","start":314.345,"end":322.505,"sentiment":"neutral","sentiment_score":0.08987899248798688},{"text":"Okay?","start":322.505,"end":323.005,"sentiment":"neutral","sentiment_score":0.07672327756881714}],"sentiment":"neutral","sentiment_score":0.08808445844512719,"channel":0,"num_words":26,"start":312.505,"end":323.005},{"sentences":[{"text":"Yep.","start":323.035,"end":323.275,"sentiment":"neutral","sentiment_score":0.11649279296398164},{"text":"Sure.","start":323.275,"end":323.675,"sentiment":"neutral","sentiment_score":0.2236793488264084},{"text":"Perfect.","start":323.675,"end":324.07498,"sentiment":"positive","sentiment_score":0.40539029240608215},{"text":"No problem.","start":324.07498,"end":324.555,"sentiment":"positive","sentiment_score":0.35761991143226624}],"sentiment":"neutral","sentiment_score":0.2921604514122009,"channel":1,"num_words":5,"start":323.035,"end":324.555},{"sentences":[{"text":"Alright.","start":324.52,"end":325.02,"sentiment":"neutral","sentiment_score":0.27692925930023193}],"sentiment":"neutral","sentiment_score":0.27692925930023193,"channel":0,"num_words":1,"start":324.52,"end":325.02},{"sentences":[{"text":"I'll let him know.","start":324.555,"end":325.535,"sentiment":"neutral","sentiment_score":0.24867918342351913}],"sentiment":"neutral","sentiment_score":0.24867918342351913,"channel":1,"num_words":4,"start":324.555,"end":325.535},{"sentences":[{"text":"Sure.","start":326.28,"end":326.75998,"sentiment":"neutral","sentiment_score":0.3016815483570099},{"text":"Thank you, Nicole.","start":326.75998,"end":327.71997,"sentiment":"positive","sentiment_score":0.48808978994687396},{"text":"I'll send an email shortly.","start":327.71997,"end":329.24,"sentiment":"neutral","sentiment_score":0.30038694739341737},{"text":"Okay?","start":329.24,"end":329.74,"sentiment":"neutral","sentiment_score":0.22411960363388064}],"sentiment":"positive","sentiment_score":0.34920052587985995,"channel":0,"num_words":10,"start":326.28,"end":329.74},{"sentences":[{"text":"Perfect.","start":330.155,"end":330.555,"sentiment":"neutral","sentiment_score":0.2875581383705139},{"text":"Thank you so much.","start":330.555,"end":331.46695,"sentiment":"positive","sentiment_score":0.886225163936615}],"sentiment":"positive","sentiment_score":0.7664917588233948,"channel":1,"num_words":5,"start":330.155,"end":331.46695},{"sentences":[{"text":"Thank you as well.","start":332.12,"end":333.08,"sentiment":"positive","sentiment_score":0.8570525050163269},{"text":"Have a great day.","start":333.08,"end":334.12,"sentiment":"positive","sentiment_score":0.7961063832044601},{"text":"Bye bye.","start":334.12,"end":334.78,"sentiment":"positive","sentiment_score":0.40188245475292206}],"sentiment":"positive","sentiment_score":0.7416400462388992,"channel":0,"num_words":10,"start":332.12,"end":334.78},{"sentences":[{"text":"You too.","start":334.58694,"end":335.22696,"sentiment":"neutral","sentiment_score":0.31372518837451935},{"text":"Bye.","start":335.22696,"end":335.72696,"sentiment":"neutral","sentiment_score":-0.08706564456224442}],"sentiment":"neutral","sentiment_score":0.18012824406226477,"channel":1,"num_words":3,"start":334.58694,"end":335.72696}]},"summary":{"result":"success","short":"A representative from Airtel accounts calls to confirm the name of a customer who wants to cancel their debt. The representative explains that the customer signed up for a twelve month contract and is unsure why there is a cancellation fee. The representative asks the customer to send an email showing that they signed up for a twelve month contract and provides a screenshot of the contract. The representative explains that they can accept a settlement amount and send documents for reference."},"intents":{"segments":[{"text":"Thank you so much for calling Airtel accounts. How may I help you today? Hi.","start_word":3,"end_word":17,"intents":[{"intent":"Express gratitude","confidence_score":0.02068791}]},{"text":"So I just have to confirm who I'm speaking with. Do you mind confirming Oh, your this surname?","start_word":79,"end_word":96,"intents":[{"intent":"Confirm identity","confidence_score":0.18500301}]},{"text":"So this is just in regards to the file for Jacob Cross. He's Okay. just called in, and he said that when he signed up, he signed up to a month by month contract. So he's not sure why there's a cancellation fee for a month by month contract. So I was just trying to get a little bit more information surrounding that. That's all so I can relay it to him. Oh, sure.","start_word":105,"end_word":178,"intents":[{"intent":"Provide information","confidence_score":0.15142792}]},{"text":"If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one. And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans.","start_word":247,"end_word":294,"intents":[{"intent":"Provide contract details","confidence_score":0.077026695},{"intent":"Explain contract details","confidence_score":0.014969191},{"intent":"Express confusion","confidence_score":0.08245899}]},{"text":"So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for.","start_word":296,"end_word":340,"intents":[{"intent":"Upload contract document","confidence_score":0.027326863},{"intent":"Upload contract document","confidence_score":0.079803355}]},{"text":"So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for. Okay.","start_word":296,"end_word":341,"intents":[{"intent":"Upload contract","confidence_score":0.24917276}]},{"text":"So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for. Okay. Sure.","start_word":296,"end_word":342,"intents":[{"intent":"Forward contract email","confidence_score":0.23492232}]},{"text":"So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability. Okay.","start_word":506,"end_word":538,"intents":[{"intent":"Provide confirmation of contract","confidence_score":0.000099644574},{"intent":"Show liability","confidence_score":0.018902412}]},{"text":"And anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount.","start_word":605,"end_word":634,"intents":[{"intent":"Accept settlement amount","confidence_score":0.33469722}]},{"text":"And then if he doesn't pay it on the phone, then I'll let you know and send the documents.","start_word":815,"end_word":833,"intents":[{"intent":"Send documents","confidence_score":0.36389402}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2480593174695969},{"text":"Good morning. Thank you so much for calling Airtel accounts. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6143199801445007},{"text":"Hi. It's just Nicole calling from Marshall Freeman. I was just calling to ask a question about one of the debts your company Oh, has lodged with us. But I've just got two people who I can speak with. yeah.","start_word":17,"end_word":56,"sentiment":"neutral","sentiment_score":0.02770836278796196},{"text":"You have reached the right person, and nice to have you in the line, Nicole.","start_word":57,"end_word":71,"sentiment":"positive","sentiment_score":0.4499828517436981},{"text":"What is the name of the daughter? So I just have to confirm who I'm speaking with. Do you mind confirming Oh, your this surname? is this is Melissa Basida.","start_word":72,"end_word":101,"sentiment":"neutral","sentiment_score":0.04154037684202194},{"text":"Oh, perfect.","start_word":102,"end_word":103,"sentiment":"positive","sentiment_score":0.3474549651145935},{"text":"Alrighty. So this is just in regards to the file for Jacob Cross. He's Okay. just called in, and he said that when he signed up, he signed up to a month by month contract. So he's not sure why there's a cancellation fee for a month by month contract. So I was just trying to get a little bit more information surrounding that. That's all so I can relay it to him. Oh, sure.","start_word":104,"end_word":178,"sentiment":"neutral","sentiment_score":-0.05969793349504471},{"text":"Thank you so much for assuring that response from the debtor.","start_word":179,"end_word":189,"sentiment":"positive","sentiment_score":0.4034714996814728},{"text":"I do understand that. However, as per our record, this customer signed up for twelve month contract. We also sent him the order receipt indicating that he signed up for a twelve month contract. But let me just pull out that details on my end. Just bear with me. Okay? One You're moment. right. That's totally fine. If you can send, like, a I asked him what does his contract say, and he tried to say that he didn't get one. And I was I thought that was a bit strange considering you have all these details, and, like, I've always received contracts for plans. So if you are able to, like, forward us the email that you sent to him with the contract stipulating that there was a twelve month contract, that would be really handy to then show him, well, no. This is what you've signed up for. Okay. Sure. I'll go ahead and forward the email, including the order receipt showing that he signed up for twelve actually, it's sent to form a contract. I just pulled it up on my end, and I also sent the screenshot that this contract has been uploaded to his account way back June when I during the time that he signed up. I did see that screenshot of the system. Let me just get that back because I read that out to him as well. I said that what I could see here was that he signed up for the twenty four month contract, and he then was like, no. I was on the phone and said it was month by month. So that's why I was like, oh, I'll I'll just get a copy of the contract or whatever I need to then be able to, like, sort of it's hard because I didn't have anything to sort of go against what he was saying. So if you could show like, forward us the email showing that you guys sent him the confirmation of the twenty four month contract, that would be easier to show the liability. Okay. Sure. So what the process is, we will be uploading it. It's already been uploaded. Okay? So it needs to say, every time that this customer access his account through the customer portal, he will be able to view and download the copy of the contract. So what I can send you is the copy of the contract, the screenshot, Mhmm. and the email. Okay? And anyway, Nicole, if customer is willing to settle an amount, you can go ahead and share it to us, and we are willing to provide him a settlement amount. Because there that's that's the main reason. The reason why it was forwarded to you guys because this customer stating that he never signed up for a contract. However, we've reviewed the records. It was a twenty four month contract that he was signed up last year. Yep. No. Yeah. I could see that on the screen as well. But even just, like, showing, well, no. You knew that that was the contract you signed up for. But he did say at the end of the call that he'd be willing to pay for the month that he hadn't paid for, but just not the cancellation fee. Mhmm. So I was gonna see if you guys would accept the $89.95 or if you wanted us to keep going for the whole amount. It's up to you. Okay. So for me, it's better to get something instead Mhmm. of having this prolong and then not Yeah. getting anything. Right? So if this customer is willing to pay this $89.95 immediately, we can go ahead and accept this as a settlement amount. Okay. And then if he doesn't pay it on the phone, then I'll let you know and send the documents. Mm-mm. Sure. But I I will still send the documents for your reference Okay. and as a supporting one for this. But, yeah, we can accept this as a upfront payment or immediate payment for the amount of $89.95. Okay? Yep. Sure.","start_word":190,"end_word":875,"sentiment":"neutral","sentiment_score":0.026494572824274486},{"text":"Perfect. No problem.","start_word":876,"end_word":878,"sentiment":"positive","sentiment_score":0.3750569820404053},{"text":"Alright. I'll let him know. Sure.","start_word":879,"end_word":884,"sentiment":"neutral","sentiment_score":0.2699195444583893},{"text":"Thank you, Nicole.","start_word":885,"end_word":887,"sentiment":"positive","sentiment_score":0.47596049308776855},{"text":"I'll send an email shortly. Okay?","start_word":888,"end_word":893,"sentiment":"neutral","sentiment_score":0.2876729965209961},{"text":"Perfect. Thank you so much. Thank you as well. Have a great day. Bye bye.","start_word":894,"end_word":908,"sentiment":"positive","sentiment_score":0.7132234434286754},{"text":"You too. Bye.","start_word":909,"end_word":911,"sentiment":"neutral","sentiment_score":0.25139302015304565}],"average":{"sentiment":"neutral","sentiment_score":0.061854700686792975}}}}