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How about your invoice number? Do you have it? Yeah. The setup number starts with 2026. Do you have that? Okay. Mhmm. Mhmm. Okay. Thank you. One moment. Alright? Alright. I see. So the payment that you're referring with was the payment processed today, and then you've received an invoice. Right? However, the outstanding balance, it's still showing $89.95. Right? Okay. Yeah. That's your question. Okay. I got it. I'm so sorry for the confusion, but I can assure you that your current invoice for this month has been paid, and your correct balance should be zero. It just so happened last previous month, We had an issue in reference to the restoration of our internal server. And then, currently, they're still, trying to resolve this in that way, the correct balance reflected on the account. So nothing to worry with this, mister Raza. I will go ahead and make a follow-up to make your balance correct. K? It should be a zero. But as I've mentioned Yeah. The just refer to the fourth page of your bill, which is actual due, $89.95, which has been paid today. So you don't need to pay anything for this month. I will make a follow-up. No. We did not. No. We did not detect that twice. It just so happened the outstanding balance showing incorrectly, but we are just deducting one payment every month. As you could see from your customer's portal, you are seeing one invoice for each month and one payment receipt each month. We did not charge you double. It's only one payment every month, which is $89.95. Yeah. Yeah. Actually, it's already been set up. I can go ahead and try to request it. But if you don't want to have a direct debit, you can also cut this or cancel this from your bank ends because it's successfully set up on our end. And currently, we don't have any option to cancel it on our end. Yeah. Yeah. You can request to have it canceled if you don't want to set up a automatic payment and if you opted to do it by yourself every month. Right? Yeah. That would be fine. Please, request it to have it canceled to your bank. But as I've mentioned, rest assured, we are just deducting one amount of $89.95 on a monthly basis, and it's evidently showing from your access online through the customer portal. Just go to the statement. You will see those invoices. Invoice, one amount, and then one payment. Yeah. Surely. Okay. Anything else? You're most welcome. And if you do have any further questions or if you need any assistance with the bill or services, please feel free to give us a call. Okay? We're happy to assist. Thank you so much, and have a good one. Thank you. 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Good afternoon. You have reached Airtel accounts. How may I help you today? Oh, sure.\n\nI would love to check that for you. Let me have your name first so I can pull up your account. Mohammed. How about your invoice number? Do you have it?\n\nYeah. The setup number starts with 2026. Do you have that? Okay. Mhmm.\n\nMhmm. Okay. Thank you. One moment. Alright?\n\nAlright. I see. So the payment that you're referring with was the payment processed today, and then you've received an invoice. Right? However, the outstanding balance, it's still showing $89.95.\n\nRight? Okay. Yeah. That's your question. Okay.\n\nI got it. I'm so sorry for the confusion, but I can assure you that your current invoice for this month has been paid, and your correct balance should be zero. It just so happened last previous month, We had an issue in reference to the restoration of our internal server. And then, currently, they're still, trying to resolve this in that way, the correct balance reflected on the account. So nothing to worry with this, mister Raza.\n\nI will go ahead and make a follow-up to make your balance correct. K? It should be a zero. But as I've mentioned Yeah. The just refer to the fourth page of your bill, which is actual due, $89.95, which has been paid today.\n\nSo you don't need to pay anything for this month. I will make a follow-up. No. We did not. No.\n\nWe did not detect that twice. It just so happened the outstanding balance showing incorrectly, but we are just deducting one payment every month. As you could see from your customer's portal, you are seeing one invoice for each month and one payment receipt each month. We did not charge you double. It's only one payment every month, which is $89.95.\n\nYeah. Yeah. Actually, it's already been set up. I can go ahead and try to request it. But if you don't want to have a direct debit, you can also cut this or cancel this from your bank ends because it's successfully set up on our end.\n\nAnd currently, we don't have any option to cancel it on our end. Yeah. Yeah. You can request to have it canceled if you don't want to set up a automatic payment and if you opted to do it by yourself every month. Right?\n\nYeah. That would be fine. Please, request it to have it canceled to your bank. But as I've mentioned, rest assured, we are just deducting one amount of $89.95 on a monthly basis, and it's evidently showing from your access online through the customer portal. Just go to the statement.\n\nYou will see those invoices. Invoice, one amount, and then one payment. Yeah. Surely. Okay.\n\nAnything else? You're most welcome. And if you do have any further questions or if you need any assistance with the bill or services, please feel free to give us a call. Okay? We're happy to assist.\n\nThank you so much, and have a good one. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.17502960562705994},{"text":"Good afternoon.","start":0.39999998,"end":1.14,"sentiment":"neutral","sentiment_score":0.3331737816333771},{"text":"You have reached Airtel accounts.","start":1.1999999,"end":2.8,"sentiment":"neutral","sentiment_score":0.2672014027833939},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"neutral","sentiment_score":0.32168396810690564},{"text":"Oh, sure.","start":19.564999,"end":20.125,"sentiment":"neutral","sentiment_score":-0.12007012963294983}],"sentiment":"neutral","sentiment_score":0.24170923326164484,"num_words":16,"start":0.16,"end":20.125},{"sentences":[{"text":"I would love to check that for you.","start":20.125,"end":21.724998,"sentiment":"neutral","sentiment_score":0.24522502720355988},{"text":"Let me have your name first so I can pull up your 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moment.","start":67.55,"end":68.19,"sentiment":"neutral","sentiment_score":0.20254774391651154},{"text":"Alright?","start":68.19,"end":68.69,"sentiment":"neutral","sentiment_score":0.11408406496047974}],"sentiment":"neutral","sentiment_score":0.19030241801270417,"num_words":7,"start":58.11,"end":68.69},{"sentences":[{"text":"Alright.","start":73.425,"end":73.825005,"sentiment":"neutral","sentiment_score":0.06980704516172409},{"text":"I see.","start":73.825005,"end":74.485,"sentiment":"neutral","sentiment_score":0.043595628812909126},{"text":"So the payment that you're referring with was the payment processed today, and then you've received an invoice.","start":74.545006,"end":83.285,"sentiment":"neutral","sentiment_score":-0.005307681929682278},{"text":"Right?","start":83.345,"end":83.845,"sentiment":"neutral","sentiment_score":-0.013578490354120731},{"text":"However, the outstanding balance, it's still showing $89.95.","start":84.35,"end":91.01,"sentiment":"neutral","sentiment_score":-0.1989375688135624}],"sentiment":"neutral","sentiment_score":-0.05145396709364528,"num_words":30,"start":73.425,"end":91.01},{"sentences":[{"text":"Right?","start":93.31,"end":93.81,"sentiment":"neutral","sentiment_score":-0.13002245128154755},{"text":"Okay.","start":95.549995,"end":96.049995,"sentiment":"neutral","sentiment_score":-0.13767556846141815},{"text":"Yeah.","start":96.725,"end":96.965,"sentiment":"neutral","sentiment_score":-0.04019377753138542},{"text":"That's your question.","start":96.965,"end":97.945,"sentiment":"neutral","sentiment_score":-0.04926436642805735},{"text":"Okay.","start":98.405,"end":98.725,"sentiment":"neutral","sentiment_score":0.003826569765806198}],"sentiment":"neutral","sentiment_score":-0.06455118954181671,"num_words":7,"start":93.31,"end":98.725},{"sentences":[{"text":"I got it.","start":98.725,"end":99.445,"sentiment":"neutral","sentiment_score":0.02245340682566166},{"text":"I'm so sorry for the confusion, but I can assure you that your current invoice for this month has been paid, and your correct balance should be zero.","start":99.445,"end":108.80499,"sentiment":"neutral","sentiment_score":0.07009116733180625},{"text":"It just so happened last previous month, We had an issue in reference to the restoration of our internal server.","start":108.80499,"end":117.200005,"sentiment":"neutral","sentiment_score":-0.1522320371121168},{"text":"And then, currently, they're still, trying to resolve this in that way, the correct balance reflected on the account.","start":117.74,"end":125.715,"sentiment":"neutral","sentiment_score":-0.06412210942883241},{"text":"So nothing to worry with this, mister Raza.","start":125.715,"end":128.215,"sentiment":"neutral","sentiment_score":0.10653519071638584}],"sentiment":"neutral","sentiment_score":-0.017702133203737248,"num_words":78,"start":98.725,"end":128.215},{"sentences":[{"text":"I will go ahead and make a follow-up to make your balance correct.","start":128.515,"end":132.675,"sentiment":"neutral","sentiment_score":0.08303494063707498},{"text":"K?","start":132.675,"end":132.995,"sentiment":"neutral","sentiment_score":0.006253568455576897},{"text":"It should be a zero.","start":132.995,"end":134.295,"sentiment":"neutral","sentiment_score":-0.011387605220079422},{"text":"But as I've mentioned Yeah.","start":134.755,"end":147.93,"sentiment":"neutral","sentiment_score":-0.05366021245718002},{"text":"The just refer to the fourth page of your bill, which is actual due, $89.95, which has been paid today.","start":147.93,"end":157.725,"sentiment":"neutral","sentiment_score":0.08211152609437704}],"sentiment":"neutral","sentiment_score":0.05460680068724535,"num_words":44,"start":128.515,"end":157.725},{"sentences":[{"text":"So you don't need to pay anything for this month.","start":158.505,"end":161.245,"sentiment":"neutral","sentiment_score":0.032751832902431485},{"text":"I will make a follow-up.","start":161.625,"end":162.925,"sentiment":"neutral","sentiment_score":-0.1566734194755554},{"text":"No.","start":171.0,"end":171.48,"sentiment":"neutral","sentiment_score":-0.13285312056541443},{"text":"We did not.","start":171.48,"end":172.54,"sentiment":"neutral","sentiment_score":-0.14302617808183035},{"text":"No.","start":178.52,"end":179.02,"sentiment":"neutral","sentiment_score":-0.19133754074573517}],"sentiment":"neutral","sentiment_score":-0.06045589819550514,"num_words":20,"start":158.505,"end":179.02},{"sentences":[{"text":"We did not detect that twice.","start":179.64,"end":181.58,"sentiment":"neutral","sentiment_score":-0.15639144430557886},{"text":"It just so happened the outstanding balance showing incorrectly, but we are just deducting one payment every month.","start":182.045,"end":190.065,"sentiment":"neutral","sentiment_score":-0.2796158567070961},{"text":"As you could see from your customer's portal, you are seeing one invoice for each month and one payment receipt each month.","start":190.285,"end":200.56999,"sentiment":"neutral","sentiment_score":-0.17972911420193585},{"text":"We did not charge you double.","start":201.11,"end":202.97,"sentiment":"neutral","sentiment_score":-0.26626285165548325},{"text":"It's only one payment every month, which is $89.95.","start":203.11,"end":208.41,"sentiment":"neutral","sentiment_score":-0.18795012765460545}],"sentiment":"neutral","sentiment_score":-0.21663283373488754,"num_words":61,"start":179.64,"end":208.41},{"sentences":[{"text":"Yeah.","start":210.32501,"end":210.82501,"sentiment":"neutral","sentiment_score":-0.017262151464819908},{"text":"Yeah.","start":226.86,"end":227.18,"sentiment":"neutral","sentiment_score":-0.08393246680498123},{"text":"Actually, it's already been set up.","start":227.18,"end":228.78,"sentiment":"neutral","sentiment_score":-0.09868160759409268},{"text":"I can go ahead and try to request it.","start":228.78,"end":231.26,"sentiment":"neutral","sentiment_score":-0.03251010717617141},{"text":"But if you don't want to have a direct debit, you can also cut this or cancel this from your bank ends because it's successfully set up on our 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month.","start":256.37,"end":266.505,"sentiment":"neutral","sentiment_score":-0.03326232618253146},{"text":"Right?","start":268.905,"end":269.385,"sentiment":"neutral","sentiment_score":0.01003414485603571}],"sentiment":"neutral","sentiment_score":-0.08277149210599336,"num_words":44,"start":242.76501,"end":269.385},{"sentences":[{"text":"Yeah.","start":269.385,"end":269.70502,"sentiment":"neutral","sentiment_score":0.00917099229991436},{"text":"That would be fine.","start":269.70502,"end":271.005,"sentiment":"neutral","sentiment_score":0.07403146289288998},{"text":"Please, request it to have it canceled to your bank.","start":271.14502,"end":275.325,"sentiment":"neutral","sentiment_score":-0.01919427588582039},{"text":"But as I've mentioned, rest assured, we are just deducting one amount of $89.95 on a monthly basis, and it's evidently showing from your access online through the customer portal.","start":275.545,"end":289.34,"sentiment":"neutral","sentiment_score":-0.03254680136839549},{"text":"Just go to the statement.","start":289.88,"end":291.34,"sentiment":"neutral","sentiment_score":-0.010325450450181961}],"sentiment":"neutral","sentiment_score":-0.01829354416579008,"num_words":50,"start":269.385,"end":291.34},{"sentences":[{"text":"You will see those invoices.","start":291.72498,"end":293.585,"sentiment":"neutral","sentiment_score":-0.021549748629331587},{"text":"Invoice, one amount, and then one 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call.","start":307.1,"end":315.9,"sentiment":"neutral","sentiment_score":0.19903954394437648},{"text":"Okay?","start":315.9,"end":316.4,"sentiment":"neutral","sentiment_score":0.12595203518867493},{"text":"We're happy to assist.","start":316.74493,"end":317.88495,"sentiment":"neutral","sentiment_score":0.2395872287452221}],"sentiment":"neutral","sentiment_score":0.21284189236325188,"num_words":37,"start":302.685,"end":317.88495},{"sentences":[{"text":"Thank you so much, and have a good one.","start":317.94495,"end":320.44495,"sentiment":"positive","sentiment_score":0.6582056946224637},{"text":"Thank you.","start":322.42496,"end":322.98495,"sentiment":"positive","sentiment_score":0.7419269680976868},{"text":"Bye.","start":322.98495,"end":323.48495,"sentiment":"neutral","sentiment_score":-0.07235460728406906}],"sentiment":"positive","sentiment_score":0.6112792150427898,"num_words":12,"start":317.94495,"end":323.48495}]}}]},{"alternatives":[{"transcript":"Hello. Good afternoon. I I wanted to know about my payment that has been deducted from my account, and I got the invoice. And says that I have negative balance, like, I I already Mohammed Raza Kilmani. Invoice Yeah. Yeah. Yeah. Yeah. Yeah. 202601 00 2991. Yep. The outstanding, that was yeah. It's showing negative 8080 9 point nine 5. But it it says, like, it is total payable. If you can see that, total payable is negative $1.79. I think I've overpaid the bill, I guess. No. I know I I don't need to pay anything, but I think I have overpaid it. Like, I have you have deducted the amount twice. Yeah. I don't know because this is the the second or third time that I'm receiving a invoice with a negative balance. It's not the first time. Like, the last two, three last two, three months. Okay. Okay. And can I just deactivate my direct debit facility, like, if I want to pay the amount by myself from the next month? Because I think the direct debit is quite frustrating. Like, I I don't know. Okay. So I need to contact my bank to not allow the direct debit from your side? Mhmm. Yeah. Okay. Oh, okay. Okay. That's alright. No worries. Thank you. Yeah. No worries. Good day. 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Good afternoon. I I wanted to know about my payment that has been deducted from my account, and I got the invoice. And says that I have negative balance, like, I I already Mohammed Raza Kilmani. Invoice Yeah.\n\nYeah. Yeah. Yeah. Yeah. 202601 00 2991.\n\nYep. The outstanding, that was yeah. It's showing negative 8080 9 point nine 5. But it it says, like, it is total payable. If you can see that, total payable is negative $1.79.\n\nI think I've overpaid the bill, I guess. No. I know I I don't need to pay anything, but I think I have overpaid it. Like, I have you have deducted the amount twice. Yeah.\n\nI don't know because this is the the second or third time that I'm receiving a invoice with a negative balance. It's not the first time. Like, the last two, three last two, three months. Okay. Okay.\n\nAnd can I just deactivate my direct debit facility, like, if I want to pay the amount by myself from the next month? Because I think the direct debit is quite frustrating. Like, I I don't know. Okay. So I need to contact my bank to not allow the direct debit from your side?\n\nMhmm. Yeah. Okay. Oh, okay. Okay.\n\nThat's alright. No worries. Thank you. Yeah. No worries.\n\nGood day. 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Good afternoon. You have reached Airtel accounts. How may I help you today?\n\nChannel 1: Hello. Good afternoon. I I wanted to know about my payment that has been deducted from my account, and I got the invoice. And says that I have negative balance, like,\n\nChannel 0: Oh, sure.\n\nChannel 1: I\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: would\n\nChannel 1: already\n\nChannel 0: love to check that for you. Let me have your name first so I can pull up your account.\n\nChannel 1: Mohammed Raza Kilmani.\n\nChannel 0: Mohammed. How about your invoice number?\n\nChannel 1: Invoice\n\nChannel 0: Do you have it? Yeah. The setup number starts with 2026. Do you have\n\nChannel 1: Yeah.\n\nChannel 0: that?\n\nChannel 1: Yeah. Yeah. Yeah. Yeah.\n\nChannel 0: Okay.\n\nChannel 1: 202601\n\nChannel 0: Mhmm.\n\nChannel 1: 00\n\nChannel 0: Mhmm.\n\nChannel 1: 2991.\n\nChannel 0: Okay. Thank you. One moment. Alright? Alright.\n\nI see. So the payment that you're referring with was the payment processed today, and then you've received an invoice. Right? However,\n\nChannel 1: Yep.\n\nChannel 0: the outstanding balance, it's still showing $89.95.\n\nChannel 1: The outstanding,\n\nChannel 0: Right?\n\nChannel 1: that was yeah. It's showing negative\n\nChannel 0: Okay.\n\nChannel 1: 8080\n\nChannel 0: Yeah.\n\nChannel 1: 9\n\nChannel 0: That's\n\nChannel 1: point\n\nChannel 0: your\n\nChannel 1: nine\n\nChannel 0: question.\n\nChannel 1: 5.\n\nChannel 0: Okay. I got it. I'm so sorry for the confusion, but I can assure you that your current invoice for this month has been paid, and your correct balance should be zero. It just so happened last previous month, We had an issue in reference to the restoration of our internal server. And then, currently, they're still, trying to resolve this in that way, the correct balance reflected on the account.\n\nSo nothing to worry with this, mister Raza. I will go ahead and make a follow-up to make your balance correct. K? It should be a zero. But as I've\n\nChannel 1: But\n\nChannel 0: mentioned\n\nChannel 1: it it says, like, it is total payable. If you can see that, total payable is negative $1.79. I think I've overpaid the bill, I guess.\n\nChannel 0: Yeah. The just refer to the fourth page of your bill, which is actual due, $89.95, which has been paid today. So you don't need to pay anything for this month. I\n\nChannel 1: No.\n\nChannel 0: will make\n\nChannel 1: I know\n\nChannel 0: a\n\nChannel 1: I\n\nChannel 0: follow-up.\n\nChannel 1: I don't need to pay anything, but I think I have overpaid it. Like, I have you have deducted the amount twice. Yeah. I don't know because\n\nChannel 0: No.\n\nChannel 1: this is\n\nChannel 0: We\n\nChannel 1: the\n\nChannel 0: did\n\nChannel 1: the second\n\nChannel 0: not.\n\nChannel 1: or third time that I'm receiving a invoice with a negative balance. It's not the first time.\n\nChannel 0: No.\n\nChannel 1: Like, the last two, three\n\nChannel 0: We did\n\nChannel 1: last\n\nChannel 0: not\n\nChannel 1: two,\n\nChannel 0: detect\n\nChannel 1: three months.\n\nChannel 0: that twice. It just so happened the outstanding balance showing incorrectly, but we are just deducting one payment every month. As you could see from your customer's portal, you are seeing one invoice for each month and one payment receipt each month. We did not charge you double. It's only one payment every month, which is $89.95.\n\nChannel 1: Okay. Okay. And\n\nChannel 0: Yeah.\n\nChannel 1: can I just deactivate my direct debit facility, like, if I want to pay the amount by myself from the next month? Because I think the direct debit is quite frustrating. Like, I I don't know.\n\nChannel 0: Yeah. Actually, it's already been set up. I can go ahead and try to request it. But if you don't want to have a direct debit, you can also cut this or cancel this from your bank ends because it's successfully set up on our end. And currently, we don't have any option to cancel it on our end.\n\nChannel 1: Okay. So I\n\nChannel 0: Yeah.\n\nChannel 1: need to contact my bank to not allow the direct debit from your side?\n\nChannel 0: Yeah. You can request to have it canceled if you don't want to set up a automatic payment and if you opted to do it by yourself every month.\n\nChannel 1: Mhmm. Yeah.\n\nChannel 0: Right? Yeah.\n\nChannel 1: Okay.\n\nChannel 0: That would be fine. Please, request it to have it canceled to your bank. But as I've mentioned, rest assured, we are just deducting one amount of $89.95 on a monthly basis, and it's evidently showing from your access online through the customer portal. Just go to the statement. You will see those invoices.\n\nInvoice, one amount, and then one payment.\n\nChannel 1: Oh, okay. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: That's alright. No worries.\n\nChannel 0: Surely. Okay. Anything else?\n\nChannel 1: Thank you.\n\nChannel 0: You're most welcome. And if you do have any further questions or if you need any assistance with the bill or services, please feel free to give us a call. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: We're happy\n\nChannel 1: No\n\nChannel 0: to\n\nChannel 1: worries.\n\nChannel 0: assist. Thank you so much, and have a good one.\n\nChannel 1: Good day. It\n\nChannel 0: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.17502960562705994},{"text":"Good afternoon.","start":0.39999998,"end":1.14,"sentiment":"neutral","sentiment_score":0.3331737816333771},{"text":"You have reached Airtel accounts.","start":1.1999999,"end":2.8,"sentiment":"neutral","sentiment_score":0.2672014027833939},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"neutral","sentiment_score":0.32168396810690564}],"sentiment":"neutral","sentiment_score":0.2933919993894441,"channel":0,"num_words":14,"start":0.16,"end":4.1},{"sentences":[{"text":"Hello.","start":5.3599997,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.015886560082435608},{"text":"Good afternoon.","start":5.8399997,"end":6.58,"sentiment":"neutral","sentiment_score":0.06905937567353249},{"text":"I I wanted to know about my payment that has been deducted from my account, and I got the 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to check that for you.","start":20.525,"end":21.724998,"sentiment":"neutral","sentiment_score":0.30034616589546204},{"text":"Let me have your name first so I can pull up your account.","start":21.724998,"end":24.465,"sentiment":"neutral","sentiment_score":0.12963768782523963}],"sentiment":"neutral","sentiment_score":0.18354562826846776,"channel":0,"num_words":19,"start":20.525,"end":24.465},{"sentences":[{"text":"Mohammed Raza Kilmani.","start":25.715,"end":27.415,"sentiment":"neutral","sentiment_score":0.060482735435167946}],"sentiment":"neutral","sentiment_score":0.060482735435167946,"channel":1,"num_words":3,"start":25.715,"end":27.415},{"sentences":[{"text":"Mohammed.","start":30.060001,"end":30.560001,"sentiment":"neutral","sentiment_score":0.031237926334142685},{"text":"How about your invoice 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if I want to pay the amount by myself from the next month?","start":210.37001,"end":219.75,"sentiment":"neutral","sentiment_score":-0.03162180759351362},{"text":"Because I think the direct debit is quite frustrating.","start":220.685,"end":224.14499,"sentiment":"negative","sentiment_score":-0.4344305727216933},{"text":"Like, I I don't know.","start":224.605,"end":226.22499,"sentiment":"neutral","sentiment_score":-0.27637656927108767}],"sentiment":"neutral","sentiment_score":-0.1663177157752216,"channel":1,"num_words":36,"start":210.37001,"end":226.22499},{"sentences":[{"text":"Yeah.","start":226.86,"end":227.18,"sentiment":"neutral","sentiment_score":-0.08393246680498123},{"text":"Actually, it's already been set up.","start":227.18,"end":228.78,"sentiment":"neutral","sentiment_score":-0.09868160759409268},{"text":"I can go ahead and try to request it.","start":228.78,"end":231.26,"sentiment":"neutral","sentiment_score":-0.03251010717617141},{"text":"But if you don't want to have a 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you.","start":322.42496,"end":322.98495,"sentiment":"positive","sentiment_score":0.7419269680976868},{"text":"Bye.","start":322.98495,"end":323.48495,"sentiment":"neutral","sentiment_score":-0.07235460728406906}],"sentiment":"positive","sentiment_score":0.47049977630376816,"channel":0,"num_words":3,"start":322.42496,"end":323.48495}]},"summary":{"result":"success","short":"A customer calls Airtel accounts to inquire about a payment that was deducted from their account. The representative confirms that the payment was made and that the customer's balance is now zero. The customer is advised to cancel their direct debit and set up a monthly payment. The call ends with the representative offering further assistance and wishing the customer a good day."},"intents":{"segments":[{"text":"I I wanted to know about my payment that has been deducted from my account, and I got the invoice. And says that I have negative balance, like, Oh, sure.","start_word":17,"end_word":46,"intents":[{"intent":"Check balance","confidence_score":0.45967746},{"intent":"Assist with payment","confidence_score":0.001702887},{"intent":"Resolve billing issue","confidence_score":0.071201585}]},{"text":"can I just deactivate my direct debit facility, like, if I want to pay the amount by myself from the next month?","start_word":460,"end_word":481,"intents":[{"intent":"Request to cancel direct debit","confidence_score":0.101957925}]},{"text":"You can request to have it canceled if you don't want to set up a automatic payment and if you opted to do it by yourself every month. Mhmm. Yeah.","start_word":574,"end_word":603,"intents":[{"intent":"Request to cancel","confidence_score":0.00004508828}]},{"text":"And if you do have any further questions or if you need any assistance with the bill or services, please feel free to give us a call. Okay? Yeah.","start_word":685,"end_word":713,"intents":[{"intent":"Provide assistance with bill or services","confidence_score":0.09432074}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. You have reached Airtel accounts. How may I help you today? Hello. Good afternoon. I I wanted to know about my payment that has been deducted from my account, and I got the invoice. And says that I have negative balance, like, Oh, sure. I I I would already love to check that for you. Let me have your name first so I can pull up your account. Mohammed Raza Kilmani. Mohammed. How about your invoice number? Invoice Do you have it? Yeah. The setup number starts with 2026. Do you have Yeah. that? Yeah. Yeah. Yeah. Yeah. Okay. 202601 Mhmm. 00 Mhmm. 2991. Okay. Thank you. One moment. Alright? Alright. I see. So the payment that you're referring with was the payment processed today, and then you've received an invoice. Right? However, Yep. the outstanding balance, it's still showing $89.95. The outstanding, Right? that was yeah. It's showing negative Okay. 8080 Yeah. 9 That's point your nine question. 5. Okay. I got it. I'm so sorry for the confusion, but I can assure you that your current invoice for this month has been paid, and your correct balance should be zero. It just so happened last previous month, We had an issue in reference to the restoration of our internal server. And then, currently, they're still, trying to resolve this in that way, the correct balance reflected on the account. So nothing to worry with this, mister Raza. I will go ahead and make a follow-up to make your balance correct. K? It should be a zero. But as I've But mentioned it it says, like, it is total payable. If you can see that, total payable is negative $1.79.","start_word":0,"end_word":283,"sentiment":"neutral","sentiment_score":-0.00520548690110445},{"text":"I think I've overpaid the bill, I guess.","start_word":284,"end_word":291,"sentiment":"negative","sentiment_score":-0.4606049358844757},{"text":"Yeah. The just refer to the fourth page of your bill, which is actual due, $89.95, which has been paid today. So you don't need to pay anything for this month. I will No. make I know a I follow-up. I don't need to pay anything, but I think I have overpaid it. Like, I have you have deducted the amount twice. Yeah. I don't know because No. this is We the did the second not. or third time that I'm receiving a invoice with a negative balance.","start_word":292,"end_word":379,"sentiment":"neutral","sentiment_score":-0.1407193270596591},{"text":"It's not the first time.","start_word":380,"end_word":384,"sentiment":"negative","sentiment_score":-0.3342835009098053},{"text":"No. Like, the last two, three We did last not two, detect three months. that twice. It just so happened the outstanding balance showing incorrectly, but we are just deducting one payment every month. As you could see from your customer's portal, you are seeing one invoice for each month and one payment receipt each month. We did not charge you double. It's only one payment every month, which is $89.95. Okay. Okay. And Yeah. can I just deactivate my direct debit facility, like, if I want to pay the amount by myself from the next month?","start_word":385,"end_word":481,"sentiment":"neutral","sentiment_score":-0.1561696082353592},{"text":"Because I think the direct debit is quite frustrating.","start_word":482,"end_word":490,"sentiment":"negative","sentiment_score":-0.43222537636756897},{"text":"Like, I I don't know. Yeah. Actually, it's already been set up. I can go ahead and try to request it. But if you don't want to have a direct debit, you can also cut this or cancel this from your bank ends because it's successfully set up on our end. And currently, we don't have any option to cancel it on our end. Okay. So I Yeah. need to contact my bank to not allow the direct debit from your side? Yeah. You can request to have it canceled if you don't want to set up a automatic payment and if you opted to do it by yourself every month. Mhmm. Yeah. Right? Yeah. Okay. That would be fine. Please, request it to have it canceled to your bank. But as I've mentioned, rest assured, we are just deducting one amount of $89.95 on a monthly basis, and it's evidently showing from your access online through the customer portal. Just go to the statement. You will see those invoices. Invoice, one amount, and then one payment. Oh, okay. Okay. Yeah. That's alright. No worries. Surely. Okay. Anything else? Thank you.","start_word":491,"end_word":681,"sentiment":"neutral","sentiment_score":-0.04575155675411224},{"text":"You're most welcome.","start_word":682,"end_word":684,"sentiment":"positive","sentiment_score":0.39912480115890503},{"text":"And if you do have any further questions or if you need any assistance with the bill or services, please feel free to give us a call. Okay? Yeah. We're happy No to worries. assist.","start_word":685,"end_word":719,"sentiment":"neutral","sentiment_score":0.20255838334560392},{"text":"Thank you so much, and have a good one. Good day. It Thank you. Bye.","start_word":720,"end_word":734,"sentiment":"positive","sentiment_score":0.6072805523872375}],"average":{"sentiment":"neutral","sentiment_score":-0.03801241618830983}}}}