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Oh, email. Email. Newanfe9@gmail.com. N t a n. 0488883366. Yeah. Thank you. It's the Galaxy Fold six, I think. Is it a six or seven? I can't remember. And I sent it, like, last Saturday, June 6. Yep. Last Saturday. Yeah. No. No. Not this Saturday. It doesn't it was on the sixth, so it's, like, more than a week ago. Okay. Thanks. Sorry. I can't hear you. You're very soft. That's better. Yes. Much better. That's okay. It's okay. Okay. Can I ask you something? Does it have to be a repair, or can't I just get a brand new phone? Oh, okay. Oh, so he's decided to go for repair instead. Yeah. Okay. Okay. Okay. Well, once it's repaired, I don't want the phone anymore because this is the second time it's happened. So what I wanna do is I wanna just trade it into the the Telstra shop and just get another phone, just get another plan. Yeah. Okay. Yeah. Okay. Well, let's get it fixed first so I can replace it without any penalties on the trading price. Yeah. Yeah. Yeah. Well, okay. It's the second time it's been repaired, so I wanna just get rid of that phone. That's why I'll go switch another. Okay? Alright. I need to change it quickly. Yeah. What is it? Yeah. Go. Go. Send it. Yeah. Thanks. Yeah. That's better. Okay. Send it. Okay. Thanks. Yeah. Sure. Just just put me down for it. That's fine. Okay. Yeah. Okay. Cool. Yeah. Sure. Just send it to SMS. That's fine. Okay. Any yeah. Okay. Yeah. That's fine. Okay. I gotta go. Thank you. Thanks. Okay. Okay. Bye. No. No. No. No. Thank you. Bye. Bye. Thanks. Yeah. That's fine. Okay. Alright. Yeah. That's fine. That's fine. That's fine. I gotta go. Okay. Thank you. Bye. Bye bye. Thanks. Bye. Thank you. 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I need a update on my order sorry, for my repair. Can I give you the service order number? Yep. 4436682114.\n\nOkay. Thank you. Tantrum Nguyen. Sorry. Tantrum Nguyen.\n\nAnd my you and my address. Oh, email. Email. Newanfe9@gmail.com. N t a n.\n\n0488883366. Yeah. Thank you. It's the Galaxy Fold six, I think. Is it a six or seven?\n\nI can't remember. And I sent it, like, last Saturday, June 6. Yep. Last Saturday. Yeah.\n\nNo. No. Not this Saturday. It doesn't it was on the sixth, so it's, like, more than a week ago. Okay.\n\nThanks. Sorry. I can't hear you. You're very soft. That's better.\n\nYes. Much better. That's okay. It's okay. Okay.\n\nCan I ask you something? Does it have to be a repair, or can't I just get a brand new phone? Oh, okay. Oh, so he's decided to go for repair instead. Yeah.\n\nOkay. Okay. Okay. Well, once it's repaired, I don't want the phone anymore because this is the second time it's happened. So what I wanna do is I wanna just trade it into the the Telstra shop and just get another phone, just get another plan.\n\nYeah. Okay. Yeah. Okay. Well, let's get it fixed first so I can replace it without any penalties on the trading price.\n\nYeah. Yeah. Yeah. Well, okay. It's the second time it's been repaired, so I wanna just get rid of that phone.\n\nThat's why I'll go switch another. Okay? Alright. I need to change it quickly. Yeah.\n\nWhat is it? Yeah. Go. Go. Send it.\n\nYeah. Thanks. Yeah. That's better. Okay.\n\nSend it. Okay. Thanks. Yeah. Sure.\n\nJust just put me down for it. That's fine. Okay. Yeah. Okay.\n\nCool. Yeah. Sure. Just send it to SMS. That's fine.\n\nOkay. Any yeah. Okay. Yeah. That's fine.\n\nOkay. I gotta go. Thank you. Thanks. Okay.\n\nOkay. Bye. No. No. No.\n\nNo. Thank you. Bye. Bye. Thanks.\n\nYeah. That's fine. Okay. Alright. Yeah.\n\nThat's fine. That's fine. That's fine. I gotta go. Okay.\n\nThank you. Bye. Bye bye. Thanks. Bye.\n\nThank you. Morning.","paragraphs":[{"sentences":[{"text":"Yes.","start":125.23499,"end":125.475,"sentiment":"neutral","sentiment_score":-0.008233509957790375},{"text":"I need a update on my order sorry, for my repair.","start":125.475,"end":128.855,"sentiment":"neutral","sentiment_score":-0.09962220964106647},{"text":"Can I give you the service order number?","start":129.39499,"end":131.33499,"sentiment":"neutral","sentiment_score":-0.009813384851440787},{"text":"Yep.","start":132.11499,"end":132.435,"sentiment":"neutral","sentiment_score":0.011078840121626854},{"text":"4436682114.","start":132.435,"end":141.44,"sentiment":"neutral","sentiment_score":0.03210114315152168}],"sentiment":"neutral","sentiment_score":-0.05179113234308633,"num_words":22,"start":125.23499,"end":141.44},{"sentences":[{"text":"Okay.","start":145.5,"end":146.0,"sentiment":"neutral","sentiment_score":0.16577085852622986},{"text":"Thank 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If you require technical assistance, troubleshooting, or help with the repair, please press 1. If you have an inquiry regarding a recent purchase in store, please press 2. If you have a general inquiry regarding mobile Hello. Welcome to Samsung Australia. Did you know our live chat team are available twenty four seven for your convenience? Simply visit samsung.com.au and start chatting today. To connect with us through chat, press 1. To use our self help tool, press 2, or stay on the call to speak with our team member. To better assist you, we may need to ask you to provide some personal information. To listen to our privacy collection notice, press hash. For Samsung online store support, including new or existing orders as well as promotions, press 1. For product support, including general advice, troubleshooting, and repairs, press 2. For Samsung app For mobile phones, tablets, and wearable products, press 1. For TVs and audio visual products, press 2. For home appliances such Need to send your device for repairs? You can now create a repair booking online on the Samsung website. Select the support from the main menu, then book a repair. Need help switching to Samsung? Press 1. For general advice, troubleshooting, and repairs, press 2. To repeat these options, press star. To Please note that this call may be monitored or recorded for quality and training purposes. If you do not wish for your call to be recorded, please advise our team member. Thank you for calling Samsung customer care. My name is Joya. How can I help you today? Can I have your service order? Yeah. Thank you so much. Give me one moment, please. Okay? Could you also confirm your first and last name, phone number, and your email address? Mail, email address. Oh, your first name is Nguyen. Oh, I see. Okay. And then your phone number together with your email address? Thank you so much for that. Give me one moment then. Okay? What is the model of your Galaxy that was being sent? And when did you send it to the service center? And did you send it? K. Okay. While I'm checking on this one while I'm checking on this one, just to let you know, this the since you send it, like, Friday or Saturday, you've mentioned? Saturday. This Saturday. Okay. The usual turnaround okay. The usual turnaround time of the repair is twenty four to seventy two hours for that. That's gonna be depend on the assessment of your device by the technician. I'm going to place a call on hold for one to three minutes to check the service order number, and I'll get back to you. Okay? You're welcome. Stay on the line. So much for patiently waiting, Ken. I apologize for the long wait. You're there? Sorry. Can you hear me? Okay, Ken. Thank you so much for patiently waiting. I apologize for the long wait. So, Ken, as per checking with the service order number that you provided to me, the part is still is not available on that outlet. The rip the technician ordered a specific parts that they need to use in your device to be completed. And then right now, they're still waiting to deliver the parts to receive by the technician. So the repairs is still ongoing. I apologize. Yeah. Sure. No. It's gonna be a repair first for that. Because if you wanted to have a replacement, that request will be sent by the technician. Exactly. It just so happened that they need to the specific parts that they need to use in your phone is not available on the outlet when where you send the device. So, of course, as a technician, they really need to have a complete parts, everything before they started to, you know, repair your device. But right now, they already ordered, actually. So what they did that they just follow-up on that one, and they're still waiting to repair. But you don't don't worry, Tan. You're gonna get a an email once the repair has been completed and ready to be picked up. Just present the same service order number that you provided to me. K? I understand. I understand. Well, that's gonna be processed by the Telstra, Tan. So yep. Exactly. That's correct. Because when it comes mhmm. Actually, Tan, let me just give you a heads up. If you're gonna process the what do you call that? The the trade in, there's a certain item or thing that they just gonna ask you some reasons why you wanted to to have the trade in or trade up with the device. So they're just gonna check if the device has already been repaired or not. Just careful on that way. K? I understand. Mhmm. Mhmm. And, also, Tan, we do also have our live chat team available 247 that you can reach them as well for your service order. Do you want me to send you the link into your phone number? It's our our live chat team available 24 7. And are you also interested on our ongoing promotions right now in Samsung? Alright. Yep. We're offering you exclusive discount voucher where you can save additional discount up to 10% on selected mobile devices from appliances, TVs, and monitors with 30% of voucher on selected fridge. Are you interested in those? Which one do you pro do you want me to generate? Or you can feel free to call us or email us at connect @Samsung.com.au. K? Alright. Anything else before I let you go? Oh, by the way, before we end, we would like to invite you to complete a brief survey after this call via SMS, search, or call experience, and you'll also receive notification, promotions like that. Do you wanted to receive those? Do you wanted to receive those notification? Yes or no? Alright. 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If you require technical assistance, troubleshooting, or help with the repair, please press 1. If you have an inquiry regarding a recent purchase in store, please press 2. If you have a general inquiry regarding mobile Hello. Welcome to Samsung Australia.\n\nDid you know our live chat team are available twenty four seven for your convenience? Simply visit samsung.com.au and start chatting today. To connect with us through chat, press 1. To use our self help tool, press 2, or stay on the call to speak with our team member. To better assist you, we may need to ask you to provide some personal information.\n\nTo listen to our privacy collection notice, press hash. For Samsung online store support, including new or existing orders as well as promotions, press 1. For product support, including general advice, troubleshooting, and repairs, press 2. For Samsung app For mobile phones, tablets, and wearable products, press 1. For TVs and audio visual products, press 2.\n\nFor home appliances such Need to send your device for repairs? You can now create a repair booking online on the Samsung website. Select the support from the main menu, then book a repair. Need help switching to Samsung? Press 1.\n\nFor general advice, troubleshooting, and repairs, press 2. To repeat these options, press star. To Please note that this call may be monitored or recorded for quality and training purposes. If you do not wish for your call to be recorded, please advise our team member. Thank you for calling Samsung customer care.\n\nMy name is Joya. How can I help you today? Can I have your service order? Yeah. Thank you so much.\n\nGive me one moment, please. Okay? Could you also confirm your first and last name, phone number, and your email address? Mail, email address. Oh, your first name is Nguyen.\n\nOh, I see. Okay. And then your phone number together with your email address? Thank you so much for that. Give me one moment then.\n\nOkay? What is the model of your Galaxy that was being sent? And when did you send it to the service center? And did you send it? K.\n\nOkay. While I'm checking on this one while I'm checking on this one, just to let you know, this the since you send it, like, Friday or Saturday, you've mentioned? Saturday. This Saturday. Okay.\n\nThe usual turnaround okay. The usual turnaround time of the repair is twenty four to seventy two hours for that. That's gonna be depend on the assessment of your device by the technician. I'm going to place a call on hold for one to three minutes to check the service order number, and I'll get back to you. Okay?\n\nYou're welcome. Stay on the line. So much for patiently waiting, Ken. I apologize for the long wait. You're there?\n\nSorry. Can you hear me? Okay, Ken. Thank you so much for patiently waiting. I apologize for the long wait.\n\nSo, Ken, as per checking with the service order number that you provided to me, the part is still is not available on that outlet. The rip the technician ordered a specific parts that they need to use in your device to be completed. And then right now, they're still waiting to deliver the parts to receive by the technician. So the repairs is still ongoing. I apologize.\n\nYeah. Sure. No. It's gonna be a repair first for that. Because if you wanted to have a replacement, that request will be sent by the technician.\n\nExactly. It just so happened that they need to the specific parts that they need to use in your phone is not available on the outlet when where you send the device. So, of course, as a technician, they really need to have a complete parts, everything before they started to, you know, repair your device. But right now, they already ordered, actually. So what they did that they just follow-up on that one, and they're still waiting to repair.\n\nBut you don't don't worry, Tan. You're gonna get a an email once the repair has been completed and ready to be picked up. Just present the same service order number that you provided to me. K? I understand.\n\nI understand. Well, that's gonna be processed by the Telstra, Tan. So yep. Exactly. That's correct.\n\nBecause when it comes mhmm. Actually, Tan, let me just give you a heads up. If you're gonna process the what do you call that? The the trade in, there's a certain item or thing that they just gonna ask you some reasons why you wanted to to have the trade in or trade up with the device. So they're just gonna check if the device has already been repaired or not.\n\nJust careful on that way. K? I understand. Mhmm. Mhmm.\n\nAnd, also, Tan, we do also have our live chat team available 247 that you can reach them as well for your service order. Do you want me to send you the link into your phone number? It's our our live chat team available 24 7. And are you also interested on our ongoing promotions right now in Samsung? Alright.\n\nYep. We're offering you exclusive discount voucher where you can save additional discount up to 10% on selected mobile devices from appliances, TVs, and monitors with 30% of voucher on selected fridge. Are you interested in those? Which one do you pro do you want me to generate? Or you can feel free to call us or email us at connect @Samsung.com.au.\n\nK? Alright. Anything else before I let you go? Oh, by the way, before we end, we would like to invite you to complete a brief survey after this call via SMS, search, or call experience, and you'll also receive notification, promotions like that. Do you wanted to receive those?\n\nDo you wanted to receive those notification? Yes or no? Alright. Done in a","paragraphs":[{"sentences":[{"text":"Thank you for calling the Samsung customer experience store.","start":0.39999998,"end":3.6999998,"sentiment":"positive","sentiment_score":0.38009289569324917},{"text":"If you require technical assistance, troubleshooting, or help with the repair, please press 1.","start":3.84,"end":9.38,"sentiment":"neutral","sentiment_score":0.11318437222923551},{"text":"If you have an inquiry regarding a recent purchase in store, please press 2.","start":9.92,"end":14.435,"sentiment":"neutral","sentiment_score":0.025896608031221797},{"text":"If you have a general inquiry regarding mobile Hello.","start":14.895,"end":21.635,"sentiment":"neutral","sentiment_score":0.022792704713841278},{"text":"Welcome to Samsung Australia.","start":21.695,"end":23.395,"sentiment":"neutral","sentiment_score":0.2282545566558838}],"sentiment":"neutral","sentiment_score":0.12972244707867503,"num_words":50,"start":0.39999998,"end":23.395},{"sentences":[{"text":"Did you know our live chat team are available twenty four seven for your convenience?","start":23.775,"end":27.875,"sentiment":"neutral","sentiment_score":0.21510930955410004},{"text":"Simply visit samsung.com.au and start chatting today.","start":28.34,"end":31.96,"sentiment":"neutral","sentiment_score":0.2053696300302233},{"text":"To connect with us through chat, press 1.","start":32.260002,"end":34.68,"sentiment":"neutral","sentiment_score":0.13769931439310312},{"text":"To use our self help tool, press 2, or stay on the call to speak with our team member.","start":34.74,"end":39.56,"sentiment":"neutral","sentiment_score":0.08538383735637915},{"text":"To better assist you, we may need to ask you to provide some personal information.","start":46.515,"end":50.695,"sentiment":"neutral","sentiment_score":0.04518197377522786}],"sentiment":"neutral","sentiment_score":0.12602881382917985,"num_words":64,"start":23.775,"end":50.695},{"sentences":[{"text":"To listen to our privacy collection notice, press 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then.","start":189.275,"end":190.47499,"sentiment":"positive","sentiment_score":0.5706305503845215}],"sentiment":"neutral","sentiment_score":0.28600091390311716,"num_words":25,"start":176.875,"end":190.47499},{"sentences":[{"text":"Okay?","start":190.47499,"end":190.97499,"sentiment":"neutral","sentiment_score":0.20871038734912872},{"text":"What is the model of your Galaxy that was being sent?","start":194.31,"end":196.79,"sentiment":"neutral","sentiment_score":0.07225495746189897},{"text":"And when did you send it to the service center?","start":196.79,"end":199.04999,"sentiment":"neutral","sentiment_score":0.030420638062059878},{"text":"And did you send it?","start":204.395,"end":205.77501,"sentiment":"neutral","sentiment_score":-0.0025910560041666033},{"text":"K.","start":209.515,"end":210.015,"sentiment":"neutral","sentiment_score":0.00799085944890976}],"sentiment":"neutral","sentiment_score":0.046527031409953325,"num_words":28,"start":190.47499,"end":210.015},{"sentences":[{"text":"Okay.","start":211.355,"end":211.755,"sentiment":"neutral","sentiment_score":0.014390649273991585},{"text":"While I'm checking on this one while I'm checking on this one, just to let you know, this the since you send it, like, Friday or Saturday, you've mentioned?","start":211.755,"end":224.87,"sentiment":"neutral","sentiment_score":0.00970748563072291},{"text":"Saturday.","start":226.53,"end":227.01,"sentiment":"neutral","sentiment_score":-0.0053889090195298195},{"text":"This Saturday.","start":227.01,"end":227.73,"sentiment":"neutral","sentiment_score":-0.006459115073084831},{"text":"Okay.","start":227.73,"end":228.23,"sentiment":"neutral","sentiment_score":-0.013323324732482432}],"sentiment":"neutral","sentiment_score":0.007772860843140413,"num_words":34,"start":211.355,"end":228.23},{"sentences":[{"text":"The usual turnaround okay.","start":228.53,"end":233.645,"sentiment":"neutral","sentiment_score":-0.08727294392883778},{"text":"The usual turnaround time of the repair is twenty four to seventy two hours for that.","start":233.705,"end":237.865,"sentiment":"neutral","sentiment_score":-0.07795063522644341},{"text":"That's gonna be depend on the assessment of your device by the technician.","start":237.865,"end":241.325,"sentiment":"neutral","sentiment_score":-0.05175259394141344},{"text":"I'm going to place a call on hold for one to three minutes to check the service order number, and I'll get back to you.","start":241.865,"end":247.08,"sentiment":"neutral","sentiment_score":-0.016659356653690338},{"text":"Okay?","start":247.32,"end":247.82,"sentiment":"neutral","sentiment_score":0.06078081950545311}],"sentiment":"neutral","sentiment_score":-0.04448794504090891,"num_words":59,"start":228.53,"end":247.82},{"sentences":[{"text":"You're welcome.","start":248.28,"end":249.1,"sentiment":"neutral","sentiment_score":0.20254973322153091},{"text":"Stay on the line.","start":249.40001,"end":252.46,"sentiment":"neutral","sentiment_score":0.13737576827406883},{"text":"So much for patiently waiting, Ken.","start":427.925,"end":429.845,"sentiment":"neutral","sentiment_score":0.009015455842018127},{"text":"I apologize for the long wait.","start":429.845,"end":431.445,"sentiment":"negative","sentiment_score":-0.33459298809369403},{"text":"You're there?","start":431.445,"end":432.105,"sentiment":"neutral","sentiment_score":-0.23912961781024933}],"sentiment":"neutral","sentiment_score":-0.07385609447956085,"num_words":20,"start":248.28,"end":432.105},{"sentences":[{"text":"Sorry.","start":433.765,"end":434.245,"sentiment":"neutral","sentiment_score":-0.18749943375587463},{"text":"Can you hear me?","start":434.245,"end":435.305,"sentiment":"neutral","sentiment_score":-0.14983582124114037},{"text":"Okay, Ken.","start":436.165,"end":436.805,"sentiment":"neutral","sentiment_score":0.01198110356926918},{"text":"Thank you so much for patiently waiting.","start":436.805,"end":438.565,"sentiment":"neutral","sentiment_score":0.09293002156274659},{"text":"I apologize for the long wait.","start":438.565,"end":439.925,"sentiment":"neutral","sentiment_score":-0.07840469852089882}],"sentiment":"neutral","sentiment_score":-0.029139927588403225,"num_words":20,"start":433.765,"end":439.925},{"sentences":[{"text":"So, Ken, as per checking with the service order number that you provided to me, the part is still is not available on that outlet.","start":439.925,"end":449.45,"sentiment":"neutral","sentiment_score":-0.22762797594070436},{"text":"The rip the technician ordered a specific parts that they need to use in your device to be completed.","start":450.87,"end":458.595,"sentiment":"neutral","sentiment_score":-0.26127296058755173},{"text":"And then right now, they're still waiting to deliver the parts to receive by the technician.","start":458.655,"end":465.315,"sentiment":"neutral","sentiment_score":-0.24415764771401882},{"text":"So the repairs is still ongoing.","start":465.53497,"end":467.395,"sentiment":"negative","sentiment_score":-0.3351295640071233},{"text":"I apologize.","start":468.71,"end":469.37,"sentiment":"neutral","sentiment_score":-0.09280987083911896}],"sentiment":"neutral","sentiment_score":-0.24643831086509368,"num_words":68,"start":439.925,"end":469.37},{"sentences":[{"text":"Yeah.","start":469.83002,"end":470.15,"sentiment":"neutral","sentiment_score":-0.0184409748762846},{"text":"Sure.","start":470.15,"end":470.65,"sentiment":"neutral","sentiment_score":-0.009531738236546516},{"text":"No.","start":473.27,"end":473.59,"sentiment":"neutral","sentiment_score":-0.22080248594284055},{"text":"It's gonna be a repair first for that.","start":473.59,"end":477.45,"sentiment":"neutral","sentiment_score":-0.1330427434295416},{"text":"Because if you wanted to have a replacement, that request will be sent by the technician.","start":477.99,"end":482.41,"sentiment":"neutral","sentiment_score":-0.05662450031377375}],"sentiment":"neutral","sentiment_score":-0.08218922783379201,"num_words":27,"start":469.83002,"end":482.41},{"sentences":[{"text":"Exactly.","start":486.495,"end":486.995,"sentiment":"neutral","sentiment_score":-0.02689730003476143},{"text":"It just so happened that they need to the specific parts that they need to use in your phone is not available on the outlet when where you send the device.","start":487.455,"end":497.395,"sentiment":"neutral","sentiment_score":-0.1260075095680452},{"text":"So, of course, as a technician, they really need to have a complete parts, everything before they started to, you know, repair your device.","start":497.455,"end":508.32,"sentiment":"neutral","sentiment_score":-0.07856788905337453},{"text":"But right now, they already ordered, actually.","start":508.32,"end":511.06,"sentiment":"neutral","sentiment_score":-0.013334409732903754},{"text":"So what they did that they just follow-up on that one, and they're still waiting to repair.","start":511.6,"end":519.005,"sentiment":"neutral","sentiment_score":-0.0017951791558195563}],"sentiment":"neutral","sentiment_score":-0.07428272934630513,"num_words":80,"start":486.495,"end":519.005},{"sentences":[{"text":"But you don't don't worry, Tan.","start":519.145,"end":521.085,"sentiment":"neutral","sentiment_score":0.17395551378528276},{"text":"You're gonna get a an email once the repair has been completed and ready to be picked up.","start":521.30505,"end":527.71,"sentiment":"neutral","sentiment_score":0.24541270898448098},{"text":"Just present the same service order number that you provided to me.","start":527.71,"end":531.63,"sentiment":"neutral","sentiment_score":0.07533885041872661},{"text":"K?","start":531.63,"end":532.13,"sentiment":"neutral","sentiment_score":0.019855480641126633},{"text":"I understand.","start":537.87,"end":538.69,"sentiment":"neutral","sentiment_score":-0.15629958361387253}],"sentiment":"neutral","sentiment_score":0.1557047272530886,"num_words":39,"start":519.145,"end":538.69},{"sentences":[{"text":"I understand.","start":543.835,"end":544.655,"sentiment":"neutral","sentiment_score":-0.016609808430075645},{"text":"Well, that's gonna be processed by the Telstra, Tan.","start":544.715,"end":547.695,"sentiment":"neutral","sentiment_score":-0.026715984981920984},{"text":"So yep.","start":547.835,"end":549.455,"sentiment":"neutral","sentiment_score":-0.014654709957540035},{"text":"Exactly.","start":550.79504,"end":551.29504,"sentiment":"neutral","sentiment_score":0.002921921666711569},{"text":"That's correct.","start":551.435,"end":552.155,"sentiment":"neutral","sentiment_score":-0.00583328353241086}],"sentiment":"neutral","sentiment_score":-0.019482346688164398,"num_words":16,"start":543.835,"end":552.155},{"sentences":[{"text":"Because when it comes mhmm.","start":552.155,"end":554.015,"sentiment":"neutral","sentiment_score":-0.10326427631080151},{"text":"Actually, Tan, let me just give you a heads up.","start":554.715,"end":557.43,"sentiment":"neutral","sentiment_score":0.020497850328683852},{"text":"If you're gonna process the what do you call that?","start":557.99,"end":561.21,"sentiment":"neutral","sentiment_score":-0.008339935913681984},{"text":"The the trade in, there's a certain item or thing that they just gonna ask you some reasons why you wanted to to have the trade in or trade up with the device.","start":561.67,"end":575.865,"sentiment":"neutral","sentiment_score":-0.054714426285389695},{"text":"So they're just gonna check if the device has already been repaired or not.","start":576.805,"end":581.145,"sentiment":"neutral","sentiment_score":-0.04900493406291519}],"sentiment":"neutral","sentiment_score":-0.04008871363475919,"num_words":72,"start":552.155,"end":581.145},{"sentences":[{"text":"Just careful on that way.","start":581.365,"end":582.885,"sentiment":"neutral","sentiment_score":-0.013620574306696654},{"text":"K?","start":582.885,"end":583.385,"sentiment":"neutral","sentiment_score":-0.007014960516244173},{"text":"I understand.","start":587.93,"end":588.50995,"sentiment":"neutral","sentiment_score":-0.15236776322126389},{"text":"Mhmm.","start":588.85,"end":589.35,"sentiment":"neutral","sentiment_score":-0.048855796456336975},{"text":"Mhmm.","start":589.68994,"end":590.18994,"sentiment":"neutral","sentiment_score":-0.02391987293958664}],"sentiment":"neutral","sentiment_score":-0.04526290278881788,"num_words":10,"start":581.365,"end":590.18994},{"sentences":[{"text":"And, also, Tan, we do also have our live chat team available 247 that you can reach them as well for your service order.","start":590.56995,"end":599.325,"sentiment":"neutral","sentiment_score":0.08013186262299617},{"text":"Do you want me to send you the link into your phone number?","start":599.385,"end":601.96497,"sentiment":"neutral","sentiment_score":0.03007433685259177},{"text":"It's our our live chat team available 24 7.","start":604.185,"end":607.725,"sentiment":"neutral","sentiment_score":0.10520716342661116},{"text":"And are you also interested on our ongoing promotions right now in Samsung?","start":608.825,"end":613.61,"sentiment":"neutral","sentiment_score":0.12913177678218254},{"text":"Alright.","start":619.43,"end":619.93,"sentiment":"neutral","sentiment_score":0.17271193861961365}],"sentiment":"neutral","sentiment_score":0.08520700982771814,"num_words":60,"start":590.56995,"end":619.93},{"sentences":[{"text":"Yep.","start":621.35,"end":621.765,"sentiment":"neutral","sentiment_score":0.1789841502904892},{"text":"We're offering you exclusive discount voucher where you can save additional discount up to 10% on selected mobile devices from appliances, TVs, and monitors with 30% of voucher on selected fridge.","start":622.325,"end":633.28503,"sentiment":"neutral","sentiment_score":0.21246306141538004},{"text":"Are you interested in those?","start":633.28503,"end":634.745,"sentiment":"neutral","sentiment_score":0.13526756316423416},{"text":"Which one do you pro do you want me to generate?","start":638.82,"end":642.12,"sentiment":"neutral","sentiment_score":0.05300596932118589},{"text":"Or you can feel free to call us or email us at connect @Samsung.com.au.","start":642.26,"end":647.38,"sentiment":"neutral","sentiment_score":0.06357509616230216}],"sentiment":"neutral","sentiment_score":0.14378699804505995,"num_words":62,"start":621.35,"end":647.38},{"sentences":[{"text":"K?","start":647.38,"end":647.88,"sentiment":"neutral","sentiment_score":0.04085515066981315},{"text":"Alright.","start":649.875,"end":650.355,"sentiment":"neutral","sentiment_score":0.07481922209262848},{"text":"Anything else before I let you go?","start":650.355,"end":652.135,"sentiment":"neutral","sentiment_score":-0.03820278974516051},{"text":"Oh, by the way, before we end, we would like to invite you to complete a brief survey after this call via SMS, search, or call experience, and you'll also receive notification, promotions like that.","start":653.635,"end":663.61,"sentiment":"neutral","sentiment_score":0.16990114791052682},{"text":"Do you wanted to receive those?","start":663.61,"end":665.23,"sentiment":"neutral","sentiment_score":0.07814513022700946}],"sentiment":"neutral","sentiment_score":0.12527331605553627,"num_words":50,"start":647.38,"end":665.23},{"sentences":[{"text":"Do you wanted to receive those notification?","start":670.2069,"end":671.9869,"sentiment":"neutral","sentiment_score":0.04315938534481185},{"text":"Yes or no?","start":672.2069,"end":673.1869,"sentiment":"neutral","sentiment_score":-0.01733473688364029},{"text":"Alright.","start":677.2469,"end":677.7469,"sentiment":"positive","sentiment_score":0.6529297232627869},{"text":"Done in a","start":677.8869,"end":678.67194,"sentiment":"neutral","sentiment_score":0.17058870444695154}],"sentiment":"neutral","sentiment_score":0.10105766595474311,"num_words":14,"start":670.2069,"end":678.67194}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling the Samsung customer experience store. If you require technical assistance, troubleshooting, or help with the repair, please press 1. If you have an inquiry regarding a recent purchase in store, please press 2. If you have a general inquiry regarding mobile Hello. Welcome to Samsung Australia.\n\nDid you know our live chat team are available twenty four seven for your convenience? Simply visit samsung.com.au and start chatting today. To connect with us through chat, press 1. To use our self help tool, press 2, or stay on the call to speak with our team member. To better assist you, we may need to ask you to provide some personal information.\n\nTo listen to our privacy collection notice, press hash. For Samsung online store support, including new or existing orders as well as promotions, press 1. For product support, including general advice, troubleshooting, and repairs, press 2. For Samsung app For mobile phones, tablets, and wearable products, press 1. For TVs and audio visual products, press 2.\n\nFor home appliances such Need to send your device for repairs? You can now create a repair booking online on the Samsung website. Select the support from the main menu, then book a repair. Need help switching to Samsung? Press 1.\n\nFor general advice, troubleshooting, and repairs, press 2. To repeat these options, press star. To Please note that this call may be monitored or recorded for quality and training purposes. If you do not wish for your call to be recorded, please advise our team member. Thank you for calling Samsung customer care.\n\nMy name is Joya. How can I help you today?\n\nChannel 0: Yes. I need a update on my order sorry, for my repair. Can I give\n\nChannel 1: Can\n\nChannel 0: you\n\nChannel 1: I\n\nChannel 0: the\n\nChannel 1: have\n\nChannel 0: service\n\nChannel 1: your\n\nChannel 0: order\n\nChannel 1: service\n\nChannel 0: number?\n\nChannel 1: order? Yeah.\n\nChannel 0: Yep. 4436682114.\n\nChannel 1: Thank you so much. Give me one moment, please. Okay?\n\nChannel 0: Okay. Thank you.\n\nChannel 1: Could you also confirm your first and last name, phone\n\nChannel 0: Tantrum\n\nChannel 1: number, and your email\n\nChannel 0: Nguyen.\n\nChannel 1: address?\n\nChannel 0: Sorry. Tantrum Nguyen. And my you and my address.\n\nChannel 1: Mail, email address.\n\nChannel 0: Oh, email. Email. Newanfe9@gmail.com.\n\nChannel 1: Oh, your first name is Nguyen.\n\nChannel 0: N t a n.\n\nChannel 1: Oh, I see. Okay. And then your phone number together with your email address?\n\nChannel 0: 0488883366.\n\nChannel 1: Thank you so much for that. Give me one moment then. Okay?\n\nChannel 0: Yeah. Thank you.\n\nChannel 1: What is the model of your Galaxy that was being sent? And when did you send it to the service center?\n\nChannel 0: It's the Galaxy Fold six, I think. Is it a\n\nChannel 1: And\n\nChannel 0: six\n\nChannel 1: did\n\nChannel 0: or\n\nChannel 1: you\n\nChannel 0: seven?\n\nChannel 1: send\n\nChannel 0: I can't\n\nChannel 1: it?\n\nChannel 0: remember. And I sent it, like, last Saturday, June\n\nChannel 1: K.\n\nChannel 0: 6.\n\nChannel 1: Okay. While I'm checking on this one\n\nChannel 0: Yep.\n\nChannel 1: while I'm checking on this one, just to let you know, this the since you send it, like, Friday or Saturday, you've mentioned?\n\nChannel 0: Last Saturday. Yeah.\n\nChannel 1: Saturday. This Saturday. Okay.\n\nChannel 0: No. No.\n\nChannel 1: The\n\nChannel 0: Not\n\nChannel 1: usual\n\nChannel 0: this Saturday.\n\nChannel 1: turnaround\n\nChannel 0: It doesn't it was on the sixth, so it's, like, more than a week ago.\n\nChannel 1: okay. The usual turnaround time of the repair is twenty four to seventy two hours for that. That's gonna be depend on the assessment of your device by the technician. I'm going to place a call on hold for one to three minutes to check the service order number, and I'll get back to you.\n\nChannel 0: Okay. Thanks.\n\nChannel 1: Okay? You're welcome. Stay on the line. So much for patiently waiting, Ken. I apologize for the long wait.\n\nChannel 0: Sorry.\n\nChannel 1: You're\n\nChannel 0: I\n\nChannel 1: there?\n\nChannel 0: can't hear you. You're very soft.\n\nChannel 1: Sorry. Can\n\nChannel 0: That's\n\nChannel 1: you hear\n\nChannel 0: better.\n\nChannel 1: me?\n\nChannel 0: Yes. Much better.\n\nChannel 1: Okay, Ken. Thank you so much for patiently waiting. I apologize\n\nChannel 0: That's okay.\n\nChannel 1: for the\n\nChannel 0: It's\n\nChannel 1: long\n\nChannel 0: okay.\n\nChannel 1: wait. So, Ken, as per checking with the service order number that you provided to me, the part is still is not available on that outlet. The rip the technician ordered a specific parts that they need to use in your device to be completed. And then right now, they're still waiting to deliver the parts to receive by the technician. So the repairs is still ongoing.\n\nChannel 0: Okay. Can I ask you something?\n\nChannel 1: I apologize.\n\nChannel 0: Does it have\n\nChannel 1: Yeah.\n\nChannel 0: to be\n\nChannel 1: Sure.\n\nChannel 0: a repair, or can't I just get a brand new phone?\n\nChannel 1: No. It's gonna be a repair first for\n\nChannel 0: Oh, okay.\n\nChannel 1: that. Because if you wanted to have a replacement, that request will be sent by the technician.\n\nChannel 0: Oh, so he's decided to go for repair instead.\n\nChannel 1: Exactly. It just so happened that they need to the specific parts that they need to use in your phone is not available on the outlet when where you send the device. So, of course, as a technician, they really need to have a complete parts, everything before they started to, you know, repair your device. But right now, they already ordered, actually. So what they did that they just follow-up on that one,\n\nChannel 0: Yeah.\n\nChannel 1: and\n\nChannel 0: Okay.\n\nChannel 1: they're still waiting to repair. But you don't don't worry, Tan. You're gonna get a an email once the repair has been completed and ready to be picked up. Just\n\nChannel 0: Okay.\n\nChannel 1: present the same service order number that you provided to\n\nChannel 0: Okay.\n\nChannel 1: me. K?\n\nChannel 0: Well, once it's repaired, I don't want the phone anymore because this is the second time it's happened. So what\n\nChannel 1: I\n\nChannel 0: I wanna\n\nChannel 1: understand.\n\nChannel 0: do is I wanna just trade it into the the Telstra shop and just get another phone, just get another plan.\n\nChannel 1: I understand. Well, that's gonna be processed by the Telstra, Tan.\n\nChannel 0: Yeah. Okay.\n\nChannel 1: So\n\nChannel 0: Yeah. Okay. Well, let's get it\n\nChannel 1: yep.\n\nChannel 0: fixed first so I can replace it without any\n\nChannel 1: Exactly. That's correct.\n\nChannel 0: penalties\n\nChannel 1: Because\n\nChannel 0: on\n\nChannel 1: when\n\nChannel 0: the trading\n\nChannel 1: it comes\n\nChannel 0: price.\n\nChannel 1: mhmm.\n\nChannel 0: Yeah.\n\nChannel 1: Actually, Tan, let me just give you a heads up.\n\nChannel 0: Yeah.\n\nChannel 1: If you're gonna process the what do you call that? The the trade in, there's a certain item or thing that they just gonna ask you some reasons why you wanted to to have the trade in or trade up with the device. So they're just gonna check if the device has already been repaired or not. Just careful on that way. K?\n\nChannel 0: Yeah. Well, okay. It's the second time it's been repaired, so I wanna just get rid of that phone. That's why I'll go\n\nChannel 1: I understand.\n\nChannel 0: switch another.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay? Alright.\n\nChannel 1: Mhmm.\n\nChannel 0: I need to change\n\nChannel 1: And,\n\nChannel 0: it\n\nChannel 1: also,\n\nChannel 0: quickly.\n\nChannel 1: Tan,\n\nChannel 0: Yeah.\n\nChannel 1: we do also have our live chat team available 247 that you can reach them as well for your service order. Do you want me to send you the link into\n\nChannel 0: What\n\nChannel 1: your\n\nChannel 0: is\n\nChannel 1: phone\n\nChannel 0: it?\n\nChannel 1: number?\n\nChannel 0: Yeah. Go. Go. Send it. Yeah.\n\nThanks.\n\nChannel 1: It's our our live chat team available 24\n\nChannel 0: Yeah.\n\nChannel 1: 7.\n\nChannel 0: That's better. Okay. Send it. Okay.\n\nChannel 1: And\n\nChannel 0: Thanks.\n\nChannel 1: are you also interested on our ongoing promotions right now in Samsung?\n\nChannel 0: Yeah. Sure. Just just put me down for it. That's fine.\n\nChannel 1: Alright.\n\nChannel 0: Okay.\n\nChannel 1: Yep. We're offering you exclusive discount voucher where you can save additional discount up to 10% on selected mobile devices from appliances,\n\nChannel 0: Yeah.\n\nChannel 1: TVs,\n\nChannel 0: Okay.\n\nChannel 1: and monitors with 30% of voucher on selected fridge. Are you interested in those?\n\nChannel 0: Cool. Yeah. Sure. Just send it to SMS. That's fine.\n\nOkay.\n\nChannel 1: Which one do you pro do you want me to generate? Or you can\n\nChannel 0: Any\n\nChannel 1: feel free to call us or email us at\n\nChannel 0: yeah.\n\nChannel 1: connect\n\nChannel 0: Okay.\n\nChannel 1: @Samsung.com.au.\n\nChannel 0: Yeah. That's\n\nChannel 1: K?\n\nChannel 0: fine. Okay. I gotta go. Thank you. Thanks.\n\nOkay.\n\nChannel 1: Alright.\n\nChannel 0: Okay.\n\nChannel 1: Anything\n\nChannel 0: Bye.\n\nChannel 1: else before\n\nChannel 0: No.\n\nChannel 1: I let\n\nChannel 0: No. No.\n\nChannel 1: you go?\n\nChannel 0: No. Thank you. Bye. Bye. Thanks.\n\nChannel 1: Oh, by the way, before we end, we would like to invite you to complete a brief survey after this call via SMS, search, or call experience, and you'll also receive notification, promotions like that. Do you wanted to receive those?\n\nChannel 0: Yeah. That's fine. Okay. Alright.\n\nChannel 1: Do you wanted to receive those notification?\n\nChannel 0: Yeah.\n\nChannel 1: Yes\n\nChannel 0: That's\n\nChannel 1: or no?\n\nChannel 0: fine. That's fine. That's fine. I gotta go. Okay.\n\nThank you. Bye. Bye bye. Thanks. Bye.\n\nThank\n\nChannel 1: Alright.\n\nChannel 0: you. Morning.\n\nChannel 1: Done in a","paragraphs":[{"sentences":[{"text":"Thank you for calling the Samsung customer experience store.","start":0.39999998,"end":3.6999998,"sentiment":"positive","sentiment_score":0.38009289569324917},{"text":"If you require technical assistance, troubleshooting, or help with the repair, please press 1.","start":3.84,"end":9.38,"sentiment":"neutral","sentiment_score":0.11318437222923551},{"text":"If you have an inquiry regarding a recent purchase in store, please press 2.","start":9.92,"end":14.435,"sentiment":"neutral","sentiment_score":0.025896608031221797},{"text":"If you have a general inquiry regarding mobile Hello.","start":14.895,"end":21.635,"sentiment":"neutral","sentiment_score":0.022792704713841278},{"text":"Welcome to Samsung 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The representative informs them that the repair is still ongoing and it will take 24 to 72 hours for a replacement. The customer is advised to trade in their phone for a replacement and is warned to be careful with the process. The representative provides information on the process and sends a link for a survey."},"intents":{"segments":[{"text":"I need a update on my order sorry, for my repair.","start_word":275,"end_word":285,"intents":[{"intent":"Update order","confidence_score":0.35294902}]}]},"sentiments":{"segments":[{"text":"Thank you for calling the Samsung customer experience store.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.3771449327468872},{"text":"If you require technical assistance, troubleshooting, or help with the repair, please press 1. If you have an inquiry regarding a recent purchase in store, please press 2. If you have a general inquiry regarding mobile Hello. Welcome to Samsung Australia. Did you know our live chat team are available twenty four seven for your convenience? Simply visit samsung.com.au and start chatting today. To connect with us through chat, press 1. To use our self help tool, press 2, or stay on the call to speak with our team member. To better assist you, we may need to ask you to provide some personal information. To listen to our privacy collection notice, press hash. For Samsung online store support, including new or existing orders as well as promotions, press 1. For product support, including general advice, troubleshooting, and repairs, press 2. For Samsung app For mobile phones, tablets, and wearable products, press 1. For TVs and audio visual products, press 2. For home appliances such Need to send your device for repairs? You can now create a repair booking online on the Samsung website. Select the support from the main menu, then book a repair. Need help switching to Samsung? Press 1. For general advice, troubleshooting, and repairs, press 2. To repeat these options, press star. To Please note that this call may be monitored or recorded for quality and training purposes. If you do not wish for your call to be recorded, please advise our team member. Thank you for calling Samsung customer care. My name is Joya. How can I help you today? Yes. I need a update on my order sorry, for my repair. Can I give Can you I the have service your order service number? order? Yeah. Yep. 4436682114.","start_word":9,"end_word":302,"sentiment":"neutral","sentiment_score":0.052966922521591187},{"text":"Thank you so much.","start_word":303,"end_word":306,"sentiment":"positive","sentiment_score":0.4416700303554535},{"text":"Give me one moment, please. Okay? Okay. Thank you. Could you also confirm your first and last name, phone Tantrum number, and your email Nguyen. address? Sorry. Tantrum Nguyen. And my you and my address. Mail, email address. Oh, email. Email. Newanfe9@gmail.com. Oh, your first name is Nguyen. N t a n. Oh, I see. Okay. And then your phone number together with your email address? 0488883366.","start_word":307,"end_word":373,"sentiment":"neutral","sentiment_score":0.03790034987588427},{"text":"Thank you so much for that. Give me one moment then.","start_word":374,"end_word":384,"sentiment":"positive","sentiment_score":0.6213425993919373},{"text":"Okay? Yeah.","start_word":385,"end_word":386,"sentiment":"neutral","sentiment_score":0.2064056098461151},{"text":"Thank you.","start_word":387,"end_word":388,"sentiment":"positive","sentiment_score":0.36528080701828},{"text":"What is the model of your Galaxy that was being sent? And when did you send it to the service center? It's the Galaxy Fold six, I think. Is it a And six did or you seven? send I can't it? remember. And I sent it, like, last Saturday, June K. 6. Okay. While I'm checking on this one Yep. while I'm checking on this one, just to let you know, this the since you send it, like, Friday or Saturday, you've mentioned? Last Saturday. Yeah. Saturday. This Saturday. Okay. No. No. The Not usual this Saturday. turnaround It doesn't it was on the sixth, so it's, like, more than a week ago. okay. The usual turnaround time of the repair is twenty four to seventy two hours for that. That's gonna be depend on the assessment of your device by the technician. I'm going to place a call on hold for one to three minutes to check the service order number, and I'll get back to you. Okay. Thanks. Okay? You're welcome. Stay on the line. So much for patiently waiting, Ken. I apologize for the long wait. Sorry. You're I there?","start_word":389,"end_word":581,"sentiment":"neutral","sentiment_score":-0.028998779132962227},{"text":"can't hear you. You're very soft.","start_word":582,"end_word":587,"sentiment":"negative","sentiment_score":-0.38470762968063354},{"text":"Sorry. Can That's you hear better. me? Yes. Much better. Okay, Ken. Thank you so much for patiently waiting. I apologize That's okay. for the It's long okay. wait. So, Ken, as per checking with the service order number that you provided to me, the part is still is not available on that outlet. The rip the technician ordered a specific parts that they need to use in your device to be completed. And then right now, they're still waiting to deliver the parts to receive by the technician. So the repairs is still ongoing. Okay. Can I ask you something? I apologize. Does it have Yeah. to be Sure. a repair, or can't I just get a brand new phone? No. It's gonna be a repair first for Oh, okay. that. Because if you wanted to have a replacement, that request will be sent by the technician. Oh, so he's decided to go for repair instead. Exactly. It just so happened that they need to the specific parts that they need to use in your phone is not available on the outlet when where you send the device. So, of course, as a technician, they really need to have a complete parts, everything before they started to, you know, repair your device. But right now, they already ordered, actually. So what they did that they just follow-up on that one, Yeah. and Okay. they're still waiting to repair. But you don't don't worry, Tan. You're gonna get a an email once the repair has been completed and ready to be picked up. Just Okay. present the same service order number that you provided to Okay. me. K? Well, once it's repaired, I don't want the phone anymore because this is the second time it's happened. So what I I wanna understand. do is I wanna just trade it into the the Telstra shop and just get another phone, just get another plan. I understand. Well, that's gonna be processed by the Telstra, Tan. Yeah. Okay. So Yeah. Okay. Well, let's get it yep. fixed first so I can replace it without any Exactly. That's correct. penalties Because on when the trading it comes price. mhmm. Yeah. Actually, Tan, let me just give you a heads up. Yeah. If you're gonna process the what do you call that? The the trade in, there's a certain item or thing that they just gonna ask you some reasons why you wanted to to have the trade in or trade up with the device. So they're just gonna check if the device has already been repaired or not. Just careful on that way. K? Yeah. Well, okay. It's the second time it's been repaired, so I wanna just get rid of that phone. That's why I'll go I understand. switch another. Okay? Mhmm. Alright. Mhmm. I need to change And, it also, quickly. Tan, Yeah. we do also have our live chat team available 247 that you can reach them as well for your service order. Do you want me to send you the link into What your is phone it? number? Yeah. Go. Go. Send it. Yeah. Thanks. It's our our live chat team available 24 Yeah. 7. That's better. Okay. Send it. Okay. And Thanks. are you also interested on our ongoing promotions right now in Samsung? Yeah. Sure. Just just put me down for it. That's fine. Alright. Okay. Yep. We're offering you exclusive discount voucher where you can save additional discount up to 10% on selected mobile devices from appliances, Yeah. TVs, Okay. and monitors with 30% of voucher on selected fridge. Are you interested in those? Cool. Yeah. Sure. Just send it to SMS. That's fine. Okay. Which one do you pro do you want me to generate? Or you can Any feel free to call us or email us at yeah. connect Okay. @Samsung.com.au. Yeah. That's K? fine. Okay. I gotta go. Thank you. Thanks. Okay. Alright. Okay. Anything Bye. else before No. I let No. No. you go? No. Thank you. Bye. Bye. Thanks. Oh, by the way, before we end, we would like to invite you to complete a brief survey after this call via SMS, search, or call experience, and you'll also receive notification, promotions like that. Do you wanted to receive those? Yeah. That's fine. Okay. Alright. Do you wanted to receive those notification? Yeah. Yes That's or no? fine. That's fine. That's fine. I gotta go. Okay. Thank you. Bye. Bye bye. Thanks. Bye.","start_word":588,"end_word":1339,"sentiment":"neutral","sentiment_score":-0.012434372519876094},{"text":"Thank Alright. you. Morning.","start_word":1340,"end_word":1343,"sentiment":"positive","sentiment_score":0.6005647778511047},{"text":"Done in a","start_word":1344,"end_word":1346,"sentiment":"neutral","sentiment_score":0.2754918038845062}],"average":{"sentiment":"neutral","sentiment_score":0.013274781800115714}}}}