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I came into Chicago last night, and I was trying to use my card in a hotel. And it will not work, but I used it in a category that brought me to the hotel. And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining. So I'm like, what do I do? I tried to call last night, very early this morning. I could not get through. It said something about the... This office is now closed. Call back again. The full address, it's 5589. Hold on. I got that one for you. I'll just... Are you there? The full address is five... Yeah. The full add... The address is 5567 Palmeir Lane In Parker, Colorado 80134. 9981. I don't know. I don't I don't know the amount. Why? Because I was checking in. I've already paid for the hotel with the same card. I've already paid for the hotel. And then I come in, you know, you you know how they tell you, okay, you have to put a a card on file. Right? And then I tried to... I told them, okay, Take my card. Take my card on file. And she tried to do it. She said it's a fraud alert, that there's something on the card. I'm like, no. I used... It is the same card I used to pay for this same hotel. And then they looked at it. They say, yes. It's the same card. And then she said, okay. Go and carry that with the bank and come back for us. Yes. That's right. Correct. No. I don't think so. I think... Sorry. Let let me explain. They they would... They told me to insert... They they told me to insert the card into the terminal. I'm not reading the card manually. They told me to insert it into the terminal, and then I'll insert it into the terminal, but that's all. And then it said the declined. Oh, okay. When did did you send me the when did you send me the... For the light? Okay. I didn't get any alerts sent to my email, and I'm calling you from that phone right now. I didn't get any alerts either. So I was looking for the alert. They told me check your phone that that the bank may send you an alert. And I I was looking at my phone, and there's no alert as of that time of the day. So... And I don't see any alerts at all. So that that that that that is probably why. Okay. Okay. Okay. That's... Okay. So right now, if I go to if I go go to Walmart right now, I just wanna go... If... For example, I wanna go to Walmart right now, and I wanna just buy a shirt from Walmart. That should... That's couldn't be a problem. Right? Okay. But why am I not getting there a lot? I used to get there a lot. I do. Sorry? Yes. I've checked. I used to... I do remember I used to get the a lot. Okay. Can you send me can you send me an allot? Sorry. Can you send me the allot again? Just let me see if I get it. Oh, the phone number is (720) 248-7031. Are you there? Oh, okay. You have my Australian number. You have the 0432216070. Right? The phone number, is it the number ending in 6070? My email is chin at whole I t dot com dot a u. Chin,chin,@wholeit.com.au. I can hear you. Hello? I can hear you. Maybe it is not properly formatted because you you are not putting the 61 because that's my Australian number. And then you're sending it just like that. Maybe that's why it's not coming through. Normally, I used to get the... Normally, I used to get... Yeah. Normally, I will get the email. When when I was in The US, maybe last year, I was getting the email when I make a transaction. But now I'm not getting it anymore. Okay. Okay. Okay. Can you... Okay. Hold on. Can you also unblock can you also unblock my card just in case it's blocked before you connect me, please? Okay. Okay. Now... Okay. Can you transfer me? Okay. Transfer me now. Alright. Thank you. Thank you. My full name is Janet Uva. Sorry? Okay. Thank you. 9981. I'm not... Yeah. I'm not receiving a lot. Yes. I'm not receiving a lot, and that is why my card has been declined. It it declined last night, and I just found out that I was waiting for an alert, but I didn't see it. So I think that's why. Yes. Yes. Correct. Yes. No. I was just... I checked into a hotel. I came in for a conference... Come to your conference, and I checked into a hotel. And then, you know, when you check into a hotel, sometimes they ask you to to put a card on file. Right? Yes. So I inserted my card into this terminal. I inserted my card into the terminal, and it it kept declining. So I was worried that there's something wrong with my card. Yeah. Okay. What is... What what do you mean by right information? Sorry? No. I was using the card itself. I was using the card to insert, you know, insert the card into the terminal. Okay. Alright. Cool. Okay. Okay. Okay. And can you just make sure that I get the notifications? Because it seems like I'm not getting the notifications. Okay. Cool. I don't... I I don't understand. Okay. Address mismatch. Okay. Okay. Okay. Okay. So so so so so if I go to... Okay. So if I go to Walmart now because I wanna buy a shirt for myself. I have dirty clothes, and I wanna go change my shirt. I won't have any problem with my card. Right? There's no... Okay. There are no problem then. Okay. So all good now. Right? Alright. Good. I... Okay. Alright. Thank you so much for that. I was getting very worried. Alright. Take care. You too. Thank you so much. Bye. 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My name is Chinedu Ubah. How are you? Hello? I'm I'm good.\n\nYeah. I'm just trying to get some information on my account. I came into Chicago last night, and I was trying to use my card in a hotel. And it will not work, but I used it in a category that brought me to the hotel. And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining.\n\nSo I'm like, what do I do? I tried to call last night, very early this morning. I could not get through. It said something about the... This office is now closed.\n\nCall back again. The full address, it's 5589. Hold on. I got that one for you. I'll just...\n\nAre you there? The full address is five... Yeah. The full add... The address is 5567 Palmeir Lane In Parker, Colorado 80134.\n\n9981. I don't know. I don't I don't know the amount. Why? Because I was checking in.\n\nI've already paid for the hotel with the same card. I've already paid for the hotel. And then I come in, you know, you you know how they tell you, okay, you have to put a a card on file. Right? And then I tried to...\n\nI told them, okay, Take my card. Take my card on file. And she tried to do it. She said it's a fraud alert, that there's something on the card. I'm like, no.\n\nI used... It is the same card I used to pay for this same hotel. And then they looked at it. They say, yes. It's the same card.\n\nAnd then she said, okay. Go and carry that with the bank and come back for us. Yes. That's right. Correct.\n\nNo. I don't think so. I think... Sorry. Let let me explain.\n\nThey they would... They told me to insert... They they told me to insert the card into the terminal. I'm not reading the card manually. They told me to insert it into the terminal, and then I'll insert it into the terminal, but that's all.\n\nAnd then it said the declined. Oh, okay. When did did you send me the when did you send me the... For the light? Okay.\n\nI didn't get any alerts sent to my email, and I'm calling you from that phone right now. I didn't get any alerts either. So I was looking for the alert. They told me check your phone that that the bank may send you an alert. And I I was looking at my phone, and there's no alert as of that time of the day.\n\nSo... And I don't see any alerts at all. So that that that that that is probably why. Okay. Okay.\n\nOkay. That's... Okay. So right now, if I go to if I go go to Walmart right now, I just wanna go... If...\n\nFor example, I wanna go to Walmart right now, and I wanna just buy a shirt from Walmart. That should... That's couldn't be a problem. Right? Okay.\n\nBut why am I not getting there a lot? I used to get there a lot. I do. Sorry? Yes.\n\nI've checked. I used to... I do remember I used to get the a lot. Okay. Can you send me can you send me an allot?\n\nSorry. Can you send me the allot again? Just let me see if I get it. Oh, the phone number is (720) 248-7031. Are you there?\n\nOh, okay. You have my Australian number. You have the 0432216070. Right? The phone number, is it the number ending in 6070?\n\nMy email is chin at whole I t dot com dot a u. Chin,chin,@wholeit.com.au. I can hear you. Hello? I can hear you.\n\nMaybe it is not properly formatted because you you are not putting the 61 because that's my Australian number. And then you're sending it just like that. Maybe that's why it's not coming through. Normally, I used to get the... Normally, I used to get...\n\nYeah. Normally, I will get the email. When when I was in The US, maybe last year, I was getting the email when I make a transaction. But now I'm not getting it anymore. Okay.\n\nOkay. Okay. Can you... Okay. Hold on.\n\nCan you also unblock can you also unblock my card just in case it's blocked before you connect me, please? Okay. Okay. Now... Okay.\n\nCan you transfer me? Okay. Transfer me now. Alright. Thank you.\n\nThank you. My full name is Janet Uva. Sorry? Okay. Thank you.\n\n9981. I'm not... Yeah. I'm not receiving a lot. Yes.\n\nI'm not receiving a lot, and that is why my card has been declined. It it declined last night, and I just found out that I was waiting for an alert, but I didn't see it. So I think that's why. Yes. Yes.\n\nCorrect. Yes. No. I was just... I checked into a hotel.\n\nI came in for a conference... Come to your conference, and I checked into a hotel. And then, you know, when you check into a hotel, sometimes they ask you to to put a card on file. Right? Yes.\n\nSo I inserted my card into this terminal. I inserted my card into the terminal, and it it kept declining. So I was worried that there's something wrong with my card. Yeah. Okay.\n\nWhat is... What what do you mean by right information? Sorry? No. I was using the card itself.\n\nI was using the card to insert, you know, insert the card into the terminal. Okay. Alright. Cool. Okay.\n\nOkay. Okay. And can you just make sure that I get the notifications? Because it seems like I'm not getting the notifications. Okay.\n\nCool. I don't... I I don't understand. Okay. Address mismatch.\n\nOkay. Okay. Okay. Okay. So so so so so if I go to...\n\nOkay. So if I go to Walmart now because I wanna buy a shirt for myself. I have dirty clothes, and I wanna go change my shirt. I won't have any problem with my card. Right?\n\nThere's no... Okay. There are no problem then. Okay. So all good now.\n\nRight? Alright. Good. I... Okay.\n\nAlright. Thank you so much for that. I was getting very worried. Alright. Take care.\n\nYou too. Thank you so much. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hey.","start":189.565,"end":189.88501,"sentiment":"neutral","sentiment_score":0.1366390883922577},{"text":"My name is Chinedu Ubah.","start":189.88501,"end":192.205,"sentiment":"neutral","sentiment_score":0.1235279232263565},{"text":"How are you?","start":192.205,"end":193.02501,"sentiment":"neutral","sentiment_score":0.15004115800062814},{"text":"Hello?","start":200.74,"end":201.24,"sentiment":"neutral","sentiment_score":0.1725761890411377},{"text":"I'm I'm good.","start":201.62001,"end":202.74,"sentiment":"neutral","sentiment_score":0.27043106655279797}],"sentiment":"neutral","sentiment_score":0.16832858209426588,"num_words":13,"start":189.565,"end":202.74},{"sentences":[{"text":"Yeah.","start":202.74,"end":203.06001,"sentiment":"neutral","sentiment_score":-0.022210311144590374},{"text":"I'm just trying to get some information on my account.","start":203.06001,"end":205.8,"sentiment":"neutral","sentiment_score":-0.12806410938501359},{"text":"I came into Chicago last night, and I was trying to use my card in a hotel.","start":206.35501,"end":213.57501,"sentiment":"neutral","sentiment_score":-0.2349450369091595},{"text":"And it will not work, but I used it in a category that brought me to the hotel.","start":214.27501,"end":220.375,"sentiment":"negative","sentiment_score":-0.3427378576662805},{"text":"And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining.","start":220.84,"end":227.26,"sentiment":"neutral","sentiment_score":-0.2592078149318695}],"sentiment":"neutral","sentiment_score":-0.252855578592668,"num_words":72,"start":202.74,"end":227.26},{"sentences":[{"text":"So I'm like, what do I do?","start":227.71999,"end":229.87999,"sentiment":"neutral","sentiment_score":-0.30206043805394855},{"text":"I tried to call last night, very early this morning.","start":229.87999,"end":233.79999,"sentiment":"neutral","sentiment_score":-0.2570702850818634},{"text":"I could not get through.","start":233.79999,"end":235.315,"sentiment":"negative","sentiment_score":-0.3878980875015259},{"text":"It said something about the...","start":235.315,"end":236.915,"sentiment":"neutral","sentiment_score":-0.17702421844005584},{"text":"This office is now closed.","start":236.915,"end":238.275,"sentiment":"neutral","sentiment_score":-0.306079763174057}],"sentiment":"neutral","sentiment_score":-0.2825042582117021,"num_words":32,"start":227.71999,"end":238.275},{"sentences":[{"text":"Call back again.","start":238.275,"end":239.175,"sentiment":"neutral","sentiment_score":-0.1938566416501999},{"text":"The full address, it's 5589.","start":263.305,"end":267.32498,"sentiment":"neutral","sentiment_score":-0.011424451693892479},{"text":"Hold on.","start":268.34497,"end":268.745,"sentiment":"neutral","sentiment_score":-0.006274999352172017},{"text":"I got that one for you.","start":268.745,"end":270.365,"sentiment":"neutral","sentiment_score":0.006777620563904445},{"text":"I'll just...","start":270.50497,"end":271.16498,"sentiment":"neutral","sentiment_score":-0.00920417346060276}],"sentiment":"neutral","sentiment_score":-0.03494360031456583,"num_words":18,"start":238.275,"end":271.16498},{"sentences":[{"text":"Are you there?","start":271.78497,"end":272.685,"sentiment":"neutral","sentiment_score":-0.01208712812513113},{"text":"The full address is five...","start":275.78,"end":277.32,"sentiment":"neutral","sentiment_score":0.009811090305447578},{"text":"Yeah.","start":277.7,"end":278.02002,"sentiment":"neutral","sentiment_score":0.008249621838331223},{"text":"The full add...","start":278.02002,"end":279.16,"sentiment":"neutral","sentiment_score":0.000847063415373365},{"text":"The address is 5567 Palmeir Lane In Parker, Colorado 80134.","start":279.94,"end":287.56,"sentiment":"neutral","sentiment_score":0.00966486162506044}],"sentiment":"neutral","sentiment_score":0.005465158885768192,"num_words":22,"start":271.78497,"end":287.56},{"sentences":[{"text":"9981.","start":301.155,"end":302.85,"sentiment":"neutral","sentiment_score":0.02003677375614643},{"text":"I don't know.","start":319.585,"end":320.22498,"sentiment":"neutral","sentiment_score":-0.13041199247042337},{"text":"I don't I don't know the amount.","start":320.22498,"end":321.745,"sentiment":"neutral","sentiment_score":-0.18835218250751495},{"text":"Why?","start":321.745,"end":321.985,"sentiment":"neutral","sentiment_score":-0.16634216904640198},{"text":"Because I was checking in.","start":321.985,"end":324.145,"sentiment":"neutral","sentiment_score":-0.21801192462444305}],"sentiment":"neutral","sentiment_score":-0.17329801608096151,"num_words":17,"start":301.155,"end":324.145},{"sentences":[{"text":"I've already paid for the hotel with the same card.","start":324.145,"end":326.965,"sentiment":"neutral","sentiment_score":-0.2129500612616539},{"text":"I've already paid for the hotel.","start":327.345,"end":328.88498,"sentiment":"neutral","sentiment_score":-0.18720823526382446},{"text":"And then I come in, you know, you you know how they tell you, okay, you have to put a a card on file.","start":329.43002,"end":336.63,"sentiment":"neutral","sentiment_score":-0.14051812514662743},{"text":"Right?","start":336.63,"end":337.13,"sentiment":"neutral","sentiment_score":-0.10171578079462051},{"text":"And then I tried to...","start":341.67,"end":342.95,"sentiment":"neutral","sentiment_score":-0.12642109543085098}],"sentiment":"neutral","sentiment_score":-0.15997839751450912,"num_words":46,"start":324.145,"end":342.95},{"sentences":[{"text":"I told them, okay, Take my card.","start":342.95,"end":345.185,"sentiment":"neutral","sentiment_score":-0.09654253508363451},{"text":"Take my card on file.","start":345.245,"end":346.78497,"sentiment":"neutral","sentiment_score":-0.10890615880489349},{"text":"And she tried to do it.","start":346.845,"end":348.04498,"sentiment":"neutral","sentiment_score":-0.20528426269690195},{"text":"She said it's a fraud alert, that there's something on the card.","start":348.04498,"end":350.525,"sentiment":"neutral","sentiment_score":-0.2983298972249031},{"text":"I'm like, no.","start":350.525,"end":351.485,"sentiment":"neutral","sentiment_score":-0.2233086625734965}],"sentiment":"neutral","sentiment_score":-0.20308845061244388,"num_words":33,"start":342.95,"end":351.485},{"sentences":[{"text":"I used...","start":351.485,"end":351.965,"sentiment":"neutral","sentiment_score":-0.150101900100708},{"text":"It is the same card I used to pay for this same hotel.","start":351.965,"end":355.50497,"sentiment":"neutral","sentiment_score":-0.1446549749145141},{"text":"And then they looked at it.","start":356.125,"end":357.085,"sentiment":"neutral","sentiment_score":-0.1199305293460687},{"text":"They say, yes.","start":357.085,"end":357.72498,"sentiment":"neutral","sentiment_score":-0.07197163254022598},{"text":"It's the same card.","start":357.72498,"end":358.525,"sentiment":"neutral","sentiment_score":-0.021416474599391222}],"sentiment":"neutral","sentiment_score":-0.11435294450659837,"num_words":28,"start":351.485,"end":358.525},{"sentences":[{"text":"And then she said, okay.","start":358.525,"end":359.73,"sentiment":"neutral","sentiment_score":-0.05726451128721237},{"text":"Go and carry that with the bank and come back for us.","start":359.73,"end":362.31,"sentiment":"neutral","sentiment_score":-0.04530761018395424},{"text":"Yes.","start":374.705,"end":375.205,"sentiment":"neutral","sentiment_score":0.03818477317690849},{"text":"That's right.","start":375.505,"end":376.145,"sentiment":"neutral","sentiment_score":0.018972874619066715},{"text":"Correct.","start":376.145,"end":376.645,"sentiment":"neutral","sentiment_score":-0.0031026992946863174}],"sentiment":"neutral","sentiment_score":-0.036046955024912244,"num_words":21,"start":358.525,"end":376.645},{"sentences":[{"text":"No.","start":425.265,"end":425.74503,"sentiment":"neutral","sentiment_score":-0.2147413194179535},{"text":"I don't think so.","start":425.74503,"end":426.785,"sentiment":"neutral","sentiment_score":-0.24713297933340073},{"text":"I think...","start":426.785,"end":427.36502,"sentiment":"neutral","sentiment_score":-0.1253279149532318},{"text":"Sorry.","start":429.98502,"end":430.48502,"sentiment":"neutral","sentiment_score":-0.11542192101478577},{"text":"Let let me explain.","start":430.625,"end":431.685,"sentiment":"neutral","sentiment_score":-0.052348691038787365}],"sentiment":"neutral","sentiment_score":-0.1482288126523296,"num_words":12,"start":425.265,"end":431.685},{"sentences":[{"text":"They they would...","start":431.74503,"end":432.86502,"sentiment":"neutral","sentiment_score":-0.04036849861343702},{"text":"They told me to insert...","start":432.86502,"end":434.325,"sentiment":"neutral","sentiment_score":-0.05685014352202415},{"text":"They they told me to insert the card into the terminal.","start":434.545,"end":438.6,"sentiment":"neutral","sentiment_score":-0.14317844740369104},{"text":"I'm not reading the card manually.","start":439.14,"end":440.82,"sentiment":"neutral","sentiment_score":-0.20624833554029465},{"text":"They told me to insert it into the terminal, and then I'll insert it into the terminal, but that's all.","start":440.82,"end":447.38,"sentiment":"neutral","sentiment_score":-0.15750409476459026}],"sentiment":"neutral","sentiment_score":-0.14150868985388015,"num_words":45,"start":431.74503,"end":447.38},{"sentences":[{"text":"And then it said the declined.","start":447.38,"end":449.56,"sentiment":"neutral","sentiment_score":-0.1582991580168406},{"text":"Oh, okay.","start":472.53,"end":473.43,"sentiment":"neutral","sentiment_score":-0.09246956557035446},{"text":"When did did you send me the when did you send me the...","start":474.53,"end":480.995,"sentiment":"neutral","sentiment_score":-0.07595929933282045},{"text":"For the light?","start":481.935,"end":482.835,"sentiment":"neutral","sentiment_score":-0.097047654290994},{"text":"Okay.","start":506.63498,"end":507.115,"sentiment":"neutral","sentiment_score":-0.06277966499328613}],"sentiment":"neutral","sentiment_score":-0.09904510393738747,"num_words":25,"start":447.38,"end":507.115},{"sentences":[{"text":"I didn't get any alerts sent to my email, and I'm calling you from that phone right now.","start":507.115,"end":513.21497,"sentiment":"neutral","sentiment_score":-0.2564052724175983},{"text":"I didn't get any alerts either.","start":513.435,"end":515.195,"sentiment":"negative","sentiment_score":-0.4070083498954773},{"text":"So I was looking for the alert.","start":515.195,"end":516.555,"sentiment":"neutral","sentiment_score":-0.19740353311811173},{"text":"They told me check your phone that that the bank may send you an alert.","start":516.555,"end":520.255,"sentiment":"neutral","sentiment_score":-0.30479194124539694},{"text":"And I I was looking at my phone, and there's no alert as of that time of the day.","start":520.64,"end":526.66003,"sentiment":"negative","sentiment_score":-0.36763855971788106}],"sentiment":"neutral","sentiment_score":-0.30763356135441705,"num_words":65,"start":507.115,"end":526.66003},{"sentences":[{"text":"So...","start":526.8,"end":527.12,"sentiment":"neutral","sentiment_score":-0.19868917763233185},{"text":"And I don't see any alerts at all.","start":527.12,"end":530.24,"sentiment":"negative","sentiment_score":-0.5302382372319698},{"text":"So that that that that that is probably why.","start":530.24,"end":532.635,"sentiment":"negative","sentiment_score":-0.4434167643388112},{"text":"Okay.","start":568.435,"end":568.915,"sentiment":"neutral","sentiment_score":-0.07928429543972015},{"text":"Okay.","start":568.915,"end":569.415,"sentiment":"neutral","sentiment_score":-0.2477715909481049}],"sentiment":"negative","sentiment_score":-0.4379200920462608,"num_words":20,"start":526.8,"end":569.415},{"sentences":[{"text":"Okay.","start":578.48004,"end":578.72003,"sentiment":"neutral","sentiment_score":-0.019497014582157135},{"text":"That's...","start":578.72003,"end":579.04004,"sentiment":"neutral","sentiment_score":-0.013873354531824589},{"text":"Okay.","start":579.04004,"end":579.44,"sentiment":"neutral","sentiment_score":0.013796383515000343},{"text":"So right now, if I go to if I go go to Walmart right now, I just wanna go...","start":579.44,"end":588.015,"sentiment":"neutral","sentiment_score":0.006647115622303988},{"text":"If...","start":588.015,"end":588.515,"sentiment":"neutral","sentiment_score":0.00022084731608629227}],"sentiment":"neutral","sentiment_score":0.004649654719168725,"num_words":23,"start":578.48004,"end":588.515},{"sentences":[{"text":"For example, I wanna go to Walmart right now, and I wanna just buy a shirt from Walmart.","start":588.575,"end":594.675,"sentiment":"neutral","sentiment_score":0.13124511960066026},{"text":"That should...","start":595.135,"end":595.695,"sentiment":"neutral","sentiment_score":0.1674826219677925},{"text":"That's couldn't be a problem.","start":595.695,"end":596.975,"sentiment":"positive","sentiment_score":0.35847082138061526},{"text":"Right?","start":596.975,"end":597.3,"sentiment":"neutral","sentiment_score":0.22040808200836184},{"text":"Okay.","start":618.355,"end":618.59503,"sentiment":"neutral","sentiment_score":-0.013077102601528168}],"sentiment":"neutral","sentiment_score":0.17396527715027332,"num_words":27,"start":588.575,"end":618.59503},{"sentences":[{"text":"But why am I not getting there a lot?","start":618.59503,"end":620.355,"sentiment":"neutral","sentiment_score":-0.15242942422628403},{"text":"I used to get there a lot.","start":620.355,"end":621.475,"sentiment":"neutral","sentiment_score":-0.08368991208927971},{"text":"I do.","start":621.475,"end":622.135,"sentiment":"neutral","sentiment_score":0.012036501429975033},{"text":"Sorry?","start":624.8,"end":625.3,"sentiment":"neutral","sentiment_score":-0.11904799938201904},{"text":"Yes.","start":634.24,"end":634.64,"sentiment":"neutral","sentiment_score":-0.03379086032509804}],"sentiment":"neutral","sentiment_score":-0.10432300297543406,"num_words":20,"start":618.59503,"end":634.64},{"sentences":[{"text":"I've checked.","start":634.64,"end":635.27997,"sentiment":"neutral","sentiment_score":-0.09020654484629631},{"text":"I used to...","start":635.27997,"end":636.18,"sentiment":"neutral","sentiment_score":-0.0614761213461558},{"text":"I do remember I used to get the a lot.","start":636.24,"end":639.465,"sentiment":"neutral","sentiment_score":-0.048536361753940584},{"text":"Okay.","start":645.465,"end":645.78503,"sentiment":"neutral","sentiment_score":0.04561159014701843},{"text":"Can you send me can you send me an allot?","start":645.78503,"end":648.125,"sentiment":"neutral","sentiment_score":0.0030208231881260874}],"sentiment":"neutral","sentiment_score":-0.029784048047776405,"num_words":26,"start":634.64,"end":648.125},{"sentences":[{"text":"Sorry.","start":649.705,"end":650.10504,"sentiment":"neutral","sentiment_score":-0.09284699708223344},{"text":"Can you send me the allot again?","start":650.10504,"end":651.645,"sentiment":"neutral","sentiment_score":-0.07870439333575112},{"text":"Just let me see if I get it.","start":651.705,"end":653.88,"sentiment":"neutral","sentiment_score":-0.09467760287225246},{"text":"Oh, the phone number is (720) 248-7031.","start":657.64,"end":663.74,"sentiment":"neutral","sentiment_score":-0.06696974326457296},{"text":"Are you there?","start":670.375,"end":671.195,"sentiment":"neutral","sentiment_score":-0.063387015213569}],"sentiment":"neutral","sentiment_score":-0.07923645468858573,"num_words":26,"start":649.705,"end":671.195},{"sentences":[{"text":"Oh, okay.","start":677.97504,"end":678.715,"sentiment":"neutral","sentiment_score":-0.0050217751413583755},{"text":"You have my Australian number.","start":678.91,"end":680.43,"sentiment":"neutral","sentiment_score":0.019891084730625154},{"text":"You have the 0432216070.","start":680.43,"end":684.51,"sentiment":"neutral","sentiment_score":0.029829416424036026},{"text":"Right?","start":684.51,"end":685.01,"sentiment":"neutral","sentiment_score":0.047121379524469376},{"text":"The phone number, is it the number ending in 6070?","start":694.315,"end":697.775,"sentiment":"neutral","sentiment_score":0.0069742689840495585}],"sentiment":"neutral","sentiment_score":0.014799709474159912,"num_words":22,"start":677.97504,"end":697.775},{"sentences":[{"text":"My email is chin at whole I t dot com dot a u.","start":698.47504,"end":702.49506,"sentiment":"neutral","sentiment_score":0.016011431096838072},{"text":"Chin,chin,@wholeit.com.au.","start":704.155,"end":707.85504,"sentiment":"neutral","sentiment_score":0.013159074820578098},{"text":"I can hear you.","start":721.48,"end":722.475,"sentiment":"neutral","sentiment_score":-0.2181391753256321},{"text":"Hello?","start":722.63495,"end":723.13495,"sentiment":"neutral","sentiment_score":-0.0646498054265976},{"text":"I can hear you.","start":724.39496,"end":725.45496,"sentiment":"neutral","sentiment_score":-0.06938976049423218}],"sentiment":"neutral","sentiment_score":-0.04319382041854703,"num_words":23,"start":698.47504,"end":725.45496},{"sentences":[{"text":"Maybe it is not properly formatted because you you are not putting the 61 because that's my Australian number.","start":749.395,"end":758.21497,"sentiment":"negative","sentiment_score":-0.4057714358756417},{"text":"And then you're sending it just like that.","start":758.515,"end":761.71497,"sentiment":"negative","sentiment_score":-0.34947557374835014},{"text":"Maybe that's why it's not coming through.","start":761.71497,"end":763.71,"sentiment":"neutral","sentiment_score":-0.3144853838852474},{"text":"Normally, I used to get the...","start":766.91003,"end":768.85004,"sentiment":"neutral","sentiment_score":-0.017056310704598825},{"text":"Normally, I used to get...","start":768.99005,"end":770.45,"sentiment":"neutral","sentiment_score":-0.027070486545562746}],"sentiment":"neutral","sentiment_score":-0.28765666346169183,"num_words":45,"start":749.395,"end":770.45},{"sentences":[{"text":"Yeah.","start":770.59,"end":771.09,"sentiment":"neutral","sentiment_score":-0.058413125574588776},{"text":"Normally, I will get the email.","start":771.71,"end":773.89,"sentiment":"neutral","sentiment_score":-0.09484677637616794},{"text":"When when I was in The US, maybe last year, I was getting the email when I make a transaction.","start":774.35004,"end":780.38495,"sentiment":"neutral","sentiment_score":-0.11492883674800396},{"text":"But now I'm not getting it anymore.","start":780.44495,"end":782.225,"sentiment":"neutral","sentiment_score":-0.3173200466803142},{"text":"Okay.","start":797.75,"end":798.25,"sentiment":"neutral","sentiment_score":0.014446170069277288}],"sentiment":"neutral","sentiment_score":-0.14665327644241707,"num_words":35,"start":770.59,"end":798.25},{"sentences":[{"text":"Okay.","start":803.665,"end":804.165,"sentiment":"neutral","sentiment_score":0.06025146320462227},{"text":"Okay.","start":806.06494,"end":806.46497,"sentiment":"neutral","sentiment_score":0.03026779182255268},{"text":"Can you...","start":806.46497,"end":807.20496,"sentiment":"neutral","sentiment_score":0.017815205734223127},{"text":"Okay.","start":807.50494,"end":807.82495,"sentiment":"neutral","sentiment_score":0.02458898350596428},{"text":"Hold on.","start":807.82495,"end":808.305,"sentiment":"neutral","sentiment_score":0.015289104543626308}],"sentiment":"neutral","sentiment_score":0.025902408441262587,"num_words":7,"start":803.665,"end":808.305},{"sentences":[{"text":"Can you also unblock can you also unblock my card just in case it's blocked before you connect me, please?","start":808.305,"end":814.08,"sentiment":"neutral","sentiment_score":0.024939219793304802},{"text":"Okay.","start":823.28,"end":823.78,"sentiment":"neutral","sentiment_score":0.00006812624633312225},{"text":"Okay.","start":825.92004,"end":826.32,"sentiment":"neutral","sentiment_score":0.011267327703535557},{"text":"Now...","start":826.32,"end":826.56,"sentiment":"neutral","sentiment_score":0.013037172146141527},{"text":"Okay.","start":826.56,"end":826.72003,"sentiment":"neutral","sentiment_score":0.02705397829413414}],"sentiment":"neutral","sentiment_score":0.022925458344010014,"num_words":24,"start":808.305,"end":826.72003},{"sentences":[{"text":"Can you transfer me?","start":826.72003,"end":827.985,"sentiment":"neutral","sentiment_score":0.033215380273759365},{"text":"Okay.","start":828.46497,"end":828.785,"sentiment":"neutral","sentiment_score":0.03900613635778427},{"text":"Transfer me now.","start":828.785,"end":831.345,"sentiment":"neutral","sentiment_score":0.07221783076723416},{"text":"Alright.","start":831.345,"end":831.845,"sentiment":"neutral","sentiment_score":0.2161756008863449},{"text":"Thank you.","start":832.625,"end":833.445,"sentiment":"positive","sentiment_score":0.44081927835941315}],"sentiment":"neutral","sentiment_score":0.13512139157815414,"num_words":11,"start":826.72003,"end":833.445},{"sentences":[{"text":"Thank you.","start":842.70496,"end":843.605,"sentiment":"neutral","sentiment_score":0.25035443902015686},{"text":"My full name is Janet Uva.","start":865.905,"end":868.245,"sentiment":"neutral","sentiment_score":-0.017069374055912096},{"text":"Sorry?","start":869.585,"end":870.085,"sentiment":"neutral","sentiment_score":-0.026164062321186066},{"text":"Okay.","start":884.05005,"end":884.29004,"sentiment":"neutral","sentiment_score":0.3088681101799011},{"text":"Thank you.","start":884.29004,"end":884.895,"sentiment":"positive","sentiment_score":0.4782930016517639}],"sentiment":"neutral","sentiment_score":0.13646522373892367,"num_words":12,"start":842.70496,"end":884.895},{"sentences":[{"text":"9981.","start":889.615,"end":890.91504,"sentiment":"neutral","sentiment_score":0.09015250205993652},{"text":"I'm not...","start":906.48,"end":907.12,"sentiment":"neutral","sentiment_score":-0.32269930839538574},{"text":"Yeah.","start":907.12,"end":907.44,"sentiment":"neutral","sentiment_score":-0.13834239542484283},{"text":"I'm not receiving a lot.","start":907.44,"end":908.98,"sentiment":"neutral","sentiment_score":-0.21269065588712693},{"text":"Yes.","start":909.52,"end":909.84,"sentiment":"neutral","sentiment_score":-0.1435747742652893}],"sentiment":"neutral","sentiment_score":-0.19006165638566017,"num_words":10,"start":889.615,"end":909.84},{"sentences":[{"text":"I'm not receiving a lot, and that is why my card has been declined.","start":909.84,"end":913.41504,"sentiment":"neutral","sentiment_score":-0.31746641865798403},{"text":"It it declined last night, and I just found out that I was waiting for an alert, but I didn't see it.","start":913.41504,"end":920.53503,"sentiment":"negative","sentiment_score":-0.41878825426101685},{"text":"So I think that's why.","start":920.53503,"end":921.835,"sentiment":"neutral","sentiment_score":-0.3130353093147278},{"text":"Yes.","start":935.02997,"end":935.52997,"sentiment":"neutral","sentiment_score":0.10669656097888948},{"text":"Yes.","start":936.23,"end":936.70996,"sentiment":"neutral","sentiment_score":0.047652341425418854}],"sentiment":"negative","sentiment_score":-0.35043486277031344,"num_words":43,"start":909.84,"end":936.70996},{"sentences":[{"text":"Correct.","start":936.70996,"end":937.20996,"sentiment":"neutral","sentiment_score":0.06431904435157776},{"text":"Yes.","start":937.99,"end":938.445,"sentiment":"neutral","sentiment_score":0.027120694518089294},{"text":"No.","start":943.885,"end":944.28503,"sentiment":"neutral","sentiment_score":-0.13999702036380768},{"text":"I was just...","start":944.28503,"end":945.245,"sentiment":"neutral","sentiment_score":-0.1478297015031179},{"text":"I checked into a hotel.","start":945.245,"end":946.525,"sentiment":"neutral","sentiment_score":-0.11732946932315827}],"sentiment":"neutral","sentiment_score":-0.09806306660175323,"num_words":11,"start":936.70996,"end":946.525},{"sentences":[{"text":"I came in for a conference...","start":946.525,"end":947.985,"sentiment":"neutral","sentiment_score":-0.06692236041029294},{"text":"Come to your conference, and I checked into a hotel.","start":948.685,"end":951.825,"sentiment":"neutral","sentiment_score":-0.06824597716331482},{"text":"And then, you know, when you check into a hotel, sometimes they ask you to to put a card on file.","start":952.26996,"end":958.26996,"sentiment":"neutral","sentiment_score":-0.07414998734990756},{"text":"Right?","start":958.26996,"end":958.76996,"sentiment":"neutral","sentiment_score":-0.01881549134850502},{"text":"Yes.","start":963.47,"end":963.79,"sentiment":"neutral","sentiment_score":0.007005828432738781}],"sentiment":"neutral","sentiment_score":-0.06802444439381361,"num_words":39,"start":946.525,"end":963.79},{"sentences":[{"text":"So I inserted my card into this terminal.","start":963.79,"end":967.01,"sentiment":"neutral","sentiment_score":-0.06413979199714959},{"text":"I inserted my card into the terminal, and it it kept declining.","start":967.725,"end":972.065,"sentiment":"neutral","sentiment_score":-0.21705163270235062},{"text":"So I was worried that there's something wrong with my card.","start":972.125,"end":975.425,"sentiment":"neutral","sentiment_score":-0.31267508187077264},{"text":"Yeah.","start":986.78,"end":987.28,"sentiment":"neutral","sentiment_score":-0.02876015193760395},{"text":"Okay.","start":999.995,"end":1000.395,"sentiment":"neutral","sentiment_score":-0.008871747180819511}],"sentiment":"neutral","sentiment_score":-0.1998422947909796,"num_words":33,"start":963.79,"end":1000.395},{"sentences":[{"text":"What is...","start":1000.395,"end":1000.955,"sentiment":"neutral","sentiment_score":-0.032591369934380054},{"text":"What what do you mean by right information?","start":1000.955,"end":1002.655,"sentiment":"neutral","sentiment_score":-0.06678972207009792},{"text":"Sorry?","start":1003.515,"end":1004.015,"sentiment":"neutral","sentiment_score":-0.07524612545967102},{"text":"No.","start":1011.09,"end":1011.59,"sentiment":"neutral","sentiment_score":-0.2461385726928711},{"text":"I was using the card itself.","start":1011.97003,"end":1013.65,"sentiment":"neutral","sentiment_score":-0.1772999962170919}],"sentiment":"neutral","sentiment_score":-0.11026028843803538,"num_words":18,"start":1000.395,"end":1013.65},{"sentences":[{"text":"I was using the card to insert, you know, insert the card into the terminal.","start":1013.65,"end":1018.495,"sentiment":"neutral","sentiment_score":0.015236102417111397},{"text":"Okay.","start":1029.115,"end":1029.615,"sentiment":"neutral","sentiment_score":0.15628989040851593},{"text":"Alright.","start":1029.675,"end":1030.075,"sentiment":"neutral","sentiment_score":0.26792222261428833},{"text":"Cool.","start":1030.075,"end":1030.575,"sentiment":"positive","sentiment_score":0.36778196692466736},{"text":"Okay.","start":1033.66,"end":1034.16,"sentiment":"neutral","sentiment_score":0.17479577660560608}],"sentiment":"neutral","sentiment_score":0.06291217856893414,"num_words":19,"start":1013.65,"end":1034.16},{"sentences":[{"text":"Okay.","start":1035.42,"end":1035.92,"sentiment":"neutral","sentiment_score":0.12202274799346924},{"text":"Okay.","start":1046.94,"end":1047.42,"sentiment":"neutral","sentiment_score":0.04407039284706116},{"text":"And can you just make sure that I get the notifications?","start":1047.42,"end":1050.7649,"sentiment":"neutral","sentiment_score":0.029367984526536682},{"text":"Because it seems like I'm not getting the notifications.","start":1050.985,"end":1053.1649,"sentiment":"neutral","sentiment_score":-0.06954415515065193},{"text":"Okay.","start":1064.02,"end":1064.1,"sentiment":"neutral","sentiment_score":0.07178105413913727}],"sentiment":"neutral","sentiment_score":-0.0028250161558389664,"num_words":23,"start":1035.42,"end":1064.1},{"sentences":[{"text":"Cool.","start":1064.1,"end":1064.6,"sentiment":"neutral","sentiment_score":0.1006564348936081},{"text":"I don't...","start":1093.4099,"end":1093.89,"sentiment":"neutral","sentiment_score":-0.09939948469400406},{"text":"I I don't understand.","start":1093.89,"end":1094.95,"sentiment":"neutral","sentiment_score":-0.10035889782011509},{"text":"Okay.","start":1103.4099,"end":1103.9099,"sentiment":"neutral","sentiment_score":-0.050844863057136536},{"text":"Address mismatch.","start":1107.6051,"end":1108.5851,"sentiment":"neutral","sentiment_score":-0.0593937411904335}],"sentiment":"neutral","sentiment_score":-0.0669210471212864,"num_words":10,"start":1064.1,"end":1108.5851},{"sentences":[{"text":"Okay.","start":1111.925,"end":1112.425,"sentiment":"neutral","sentiment_score":0.08332590013742447},{"text":"Okay.","start":1116.7251,"end":1117.2251,"sentiment":"neutral","sentiment_score":0.16846737265586853},{"text":"Okay.","start":1117.285,"end":1117.525,"sentiment":"neutral","sentiment_score":0.1539405882358551},{"text":"Okay.","start":1117.525,"end":1117.8451,"sentiment":"neutral","sentiment_score":0.0941627323627472},{"text":"So so so so so if I go to...","start":1117.8451,"end":1120.68,"sentiment":"neutral","sentiment_score":0.02036875786466731}],"sentiment":"neutral","sentiment_score":0.05255503185953085,"num_words":13,"start":1111.925,"end":1120.68},{"sentences":[{"text":"Okay.","start":1121.4601,"end":1121.8601,"sentiment":"neutral","sentiment_score":0.0487237423658371},{"text":"So if I go to Walmart now because I wanna buy a shirt for myself.","start":1121.8601,"end":1125.9401,"sentiment":"neutral","sentiment_score":0.08781816164652506},{"text":"I have dirty clothes, and I wanna go change my shirt.","start":1125.9401,"end":1128.8401,"sentiment":"neutral","sentiment_score":0.09809684753417969},{"text":"I won't have any problem with my card.","start":1129.06,"end":1130.8201,"sentiment":"neutral","sentiment_score":0.15221461839973927},{"text":"Right?","start":1130.8201,"end":1131.075,"sentiment":"neutral","sentiment_score":0.09138975292444228}],"sentiment":"neutral","sentiment_score":0.10428244972394572,"num_words":36,"start":1121.4601,"end":1131.075},{"sentences":[{"text":"There's no...","start":1136.115,"end":1136.6749,"sentiment":"neutral","sentiment_score":0.07342904806137085},{"text":"Okay.","start":1136.6749,"end":1136.995,"sentiment":"neutral","sentiment_score":0.13764992356300354},{"text":"There are no problem then.","start":1136.995,"end":1138.0349,"sentiment":"neutral","sentiment_score":0.1957196354866028},{"text":"Okay.","start":1138.0349,"end":1138.5349,"sentiment":"neutral","sentiment_score":0.31053924560546875},{"text":"So all good now.","start":1138.595,"end":1139.635,"sentiment":"positive","sentiment_score":0.4148445501923561}],"sentiment":"neutral","sentiment_score":0.24869412642258865,"num_words":13,"start":1136.115,"end":1139.635},{"sentences":[{"text":"Right?","start":1139.635,"end":1140.135,"sentiment":"neutral","sentiment_score":0.29905372858047485},{"text":"Alright.","start":1143.3949,"end":1143.8949,"sentiment":"positive","sentiment_score":0.3667720556259155},{"text":"Good.","start":1143.955,"end":1144.35,"sentiment":"positive","sentiment_score":0.4020270705223083},{"text":"I...","start":1144.83,"end":1145.33,"sentiment":"neutral","sentiment_score":0.21650394797325137},{"text":"Okay.","start":1146.19,"end":1146.69,"sentiment":"neutral","sentiment_score":0.23709522187709808}],"sentiment":"neutral","sentiment_score":0.3042904049158096,"num_words":5,"start":1139.635,"end":1146.69},{"sentences":[{"text":"Alright.","start":1148.35,"end":1148.85,"sentiment":"neutral","sentiment_score":0.3049447536468506},{"text":"Thank you so much for that.","start":1148.99,"end":1150.51,"sentiment":"positive","sentiment_score":0.43304921376208466},{"text":"I was getting very worried.","start":1150.51,"end":1151.8099,"sentiment":"neutral","sentiment_score":-0.31990074515342715},{"text":"Alright.","start":1162.185,"end":1162.425,"sentiment":"positive","sentiment_score":0.4707068800926209},{"text":"Take care.","start":1162.425,"end":1162.905,"sentiment":"positive","sentiment_score":0.5452036559581757}],"sentiment":"neutral","sentiment_score":0.190990033497413,"num_words":15,"start":1148.35,"end":1162.905},{"sentences":[{"text":"You too.","start":1162.905,"end":1163.305,"sentiment":"positive","sentiment_score":0.47525373101234436},{"text":"Thank you so much.","start":1163.305,"end":1164.185,"sentiment":"positive","sentiment_score":0.7486363351345062},{"text":"Bye.","start":1164.185,"end":1164.665,"sentiment":"positive","sentiment_score":0.3670811057090759},{"text":"Bye.","start":1164.665,"end":1165.165,"sentiment":"neutral","sentiment_score":0.16705107688903809}],"sentiment":"positive","sentiment_score":0.5598981231451035,"num_words":8,"start":1162.905,"end":1165.165}]}}]},{"alternatives":[{"transcript":"Monitored and recorded, and your voice may be used for verification. Welcome to Chase. Please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2. For credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2. For credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, press 0. Before we connect you to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key so our specialist will know who you are when they answer your call. We're sorry. The information entered did not match our records. Please enter your debit card PIN, the same PIN you used at the ATM. If calling with questions on your personal banking account, press 1. If calling with questions on your business banking account, press 2. Welcome to Chase customer service. We take pride in providing you with excellent service and look forward to speaking with you. A customer service specialist will assist you as soon as possible. Chase consumer banking. My name is Eve. May I have your first and last name, please? You're doing good, sir. Thank you for asking. How about you? And how can I help you in your account? I understand your concern regarding that card that you have that was declined. I know that this is really concerning. So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here? Hello. Double check. Yes. I'm still here. Can you double check your address, sir? Thank you so much. And please be advised that this call is being monitored and recorded. So can you help me with the last four digits of the card that we used to make that transaction? Thank you, sir. So I'll go ahead and take a look at the transaction here. Can you tell me the amount of the transaction that you tried to make? Oh. Alrighty. Okay. I see. I understand your concern, sir. So, actually, I double checked the information. I see those declined transaction from Chicago West... Weston Lombard. So the information that I can see here is that... Yes. So one of the reason why it was actually declined, sir, is because we sent you a notification to your mobile phone number regarding this transaction, and we haven't received any response to that fraud alert that we sent. So that is the first reason why it was declined. The second one is that you have an add... A mismatch of credentials to the merchant. So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name. And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through. So if you already updated your information, sir, what? Mhmm. So I used to think that once I understand, sir. But still, with regards to the address that you provided with the merchant, you will need to make sure that it actually matches to the one that we have on file, sir. Because the... There is actually two error here why the transaction got declined. First, you haven't responded to the fraud alert, and second is credential mismatch. So once you already updated your information Pardon, Lauren. When you actually tried to make the transaction on that same time, you would be able to... Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number. So once you receive that alert, you will need to respond to that right away in that specific alert that you receive. Alright. So here's the thing, sir. One other option right now... I mean, one other error right now is that your credentials mismatch. So, basically, for that one, what I can advise you first is try to consult with a merchant first, double check your information in there. And then once you're ready, make sure that your address, CVV code, and expiration is actually matches on the one that we have on file. And the one that we have on your card, then you're all set for that one. You can try to make that transaction once again. If it's... You still... You haven't received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps. Okay? If you'd like right now, if you if you'd like to... Mhmm. Sorry? Mhmm. Mhmm. So if you're going to make a transaction for that Walmart, so that's the same issue that we can have, sir. Just in case you still haven't received any fraud alert, just give us a callback so that we can do with the next steps or proceed with the next steps. Alright? But make sure to notate Have you already double checked your text messages or email on your spam email, sir? Because sometimes the... Probably going to Confirm your phone number, sir, and email. Confirm... Sorry. I'm sorry to cut you off. So probably that's the reason, sir, you are not receiving the alert because the phone number that you have on file is different from the one that you've provided. So we are sending those alerts, sir, to the phone number you have listed on the account with us. And can you confirm also your email? Yes, sir. Exactly. The problem is that I can't Can you hear me good? Hello, sir? Okay. So that email that you... Okay. That email that you provided, sir, is actually matches on file. However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file. Okay. So here's the thing, sir. So if that is the case, sir, I'll connect you over to our fraud team so that they can further assist you regarding your concern that you're not receiving the fraud alert or making that transaction. So stay with me on the line so that I can connect you over. Okay? The summary of the conversation is already noted here. You don't need to repeat yourself once I connect you over. So stay with me on the line. So right now, sir, I take a look at your card. Your card is still in a good status. It's actually activated here. It was not locked. Okay. So there we go, sir. Connect you over right now. Sure. Just stay with me on the line. Connecting you over right now. And if there's something else for me, this is Eve once again from Chase consumer banking. Have a wonderful day, and stay safe. Can you provide me your phone? Hello? Oh, no? Hello? Alright. Thank you, sir, mister Ruba. So, mister Ruba, I just want to inform you, sir, that this call will be monitored and recorded, and your voice may be used for verification. Okay? And can can you provide me the Jeruba. So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously declined. Right? Okay. Mhmm. I see. Okay. Alright, sir. We can definitely help you out with it. As per checking, it's Chicago, Westin, Wombang... I mean, Lombard. Is that correct? Okay. What type of transaction was this, sir? Just for us to make sure. Yes. That's correct. Mhmm. I see. So let me just double check on it for you. Okay? Because as per checking right here, it's just a fraud alert, and then it just wanted you to input the same... The right information when trying to purchase. So are you using Apple Pay today? What what I mean, sir, is are you using Apple Pay to pay for this transaction? I see. Okay. No worries. Let me just double check on it, okay, for you just so we'll be able to make sure and help you out with this transaction. So I'll just have to clear this out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up. So Okay. Let me just input everything. Okay? The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us. So that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud. Okay? So we just wanted to make sure if it's really yours. It was not declined due to a fraud alert, sir. Some declined because of mismatch on the information. Mhmm. Yes. But you don't have to worry since I already cleared it out. We're already good to go. You can't initiate the transaction. Okay? Mhmm. Yes. That's correct. Yes. Yes. You're all good. You don't have to worry. Thank you. Thank you. You don't have to worry. Thank you very much, sir. And thank you for being with us, and take care. Okay? Have a great day. Bye bye. Thank you. Bye 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Welcome to Chase. Please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2.\n\nFor credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2.\n\nFor credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, press 0. Before we connect you to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key so our specialist will know who you are when they answer your call. We're sorry.\n\nThe information entered did not match our records. Please enter your debit card PIN, the same PIN you used at the ATM. If calling with questions on your personal banking account, press 1. If calling with questions on your business banking account, press 2. Welcome to Chase customer service.\n\nWe take pride in providing you with excellent service and look forward to speaking with you. A customer service specialist will assist you as soon as possible. Chase consumer banking. My name is Eve. May I have your first and last name, please?\n\nYou're doing good, sir. Thank you for asking. How about you? And how can I help you in your account? I understand your concern regarding that card that you have that was declined.\n\nI know that this is really concerning. So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here? Hello. Double check. Yes.\n\nI'm still here. Can you double check your address, sir? Thank you so much. And please be advised that this call is being monitored and recorded. So can you help me with the last four digits of the card that we used to make that transaction?\n\nThank you, sir. So I'll go ahead and take a look at the transaction here. Can you tell me the amount of the transaction that you tried to make? Oh. Alrighty.\n\nOkay. I see. I understand your concern, sir. So, actually, I double checked the information. I see those declined transaction from Chicago West...\n\nWeston Lombard. So the information that I can see here is that... Yes. So one of the reason why it was actually declined, sir, is because we sent you a notification to your mobile phone number regarding this transaction, and we haven't received any response to that fraud alert that we sent. So that is the first reason why it was declined.\n\nThe second one is that you have an add... A mismatch of credentials to the merchant. So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name. And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through. So if you already updated your information, sir, what?\n\nMhmm. So I used to think that once I understand, sir. But still, with regards to the address that you provided with the merchant, you will need to make sure that it actually matches to the one that we have on file, sir. Because the... There is actually two error here why the transaction got declined.\n\nFirst, you haven't responded to the fraud alert, and second is credential mismatch. So once you already updated your information Pardon, Lauren. When you actually tried to make the transaction on that same time, you would be able to... Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number. So once you receive that alert, you will need to respond to that right away in that specific alert that you receive.\n\nAlright. So here's the thing, sir. One other option right now... I mean, one other error right now is that your credentials mismatch. So, basically, for that one, what I can advise you first is try to consult with a merchant first, double check your information in there.\n\nAnd then once you're ready, make sure that your address, CVV code, and expiration is actually matches on the one that we have on file. And the one that we have on your card, then you're all set for that one. You can try to make that transaction once again. If it's... You still...\n\nYou haven't received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps. Okay? If you'd like right now, if you if you'd like to... Mhmm. Sorry?\n\nMhmm. Mhmm. So if you're going to make a transaction for that Walmart, so that's the same issue that we can have, sir. Just in case you still haven't received any fraud alert, just give us a callback so that we can do with the next steps or proceed with the next steps. Alright?\n\nBut make sure to notate Have you already double checked your text messages or email on your spam email, sir? Because sometimes the... Probably going to Confirm your phone number, sir, and email. Confirm... Sorry.\n\nI'm sorry to cut you off. So probably that's the reason, sir, you are not receiving the alert because the phone number that you have on file is different from the one that you've provided. So we are sending those alerts, sir, to the phone number you have listed on the account with us. And can you confirm also your email? Yes, sir.\n\nExactly. The problem is that I can't Can you hear me good? Hello, sir? Okay. So that email that you...\n\nOkay. That email that you provided, sir, is actually matches on file. However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file. Okay. So here's the thing, sir.\n\nSo if that is the case, sir, I'll connect you over to our fraud team so that they can further assist you regarding your concern that you're not receiving the fraud alert or making that transaction. So stay with me on the line so that I can connect you over. Okay? The summary of the conversation is already noted here. You don't need to repeat yourself once I connect you over.\n\nSo stay with me on the line. So right now, sir, I take a look at your card. Your card is still in a good status. It's actually activated here. It was not locked.\n\nOkay. So there we go, sir. Connect you over right now. Sure. Just stay with me on the line.\n\nConnecting you over right now. And if there's something else for me, this is Eve once again from Chase consumer banking. Have a wonderful day, and stay safe. Can you provide me your phone? Hello?\n\nOh, no? Hello? Alright. Thank you, sir, mister Ruba. So, mister Ruba, I just want to inform you, sir, that this call will be monitored and recorded, and your voice may be used for verification.\n\nOkay? And can can you provide me the Jeruba. So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously declined. Right? Okay.\n\nMhmm. I see. Okay. Alright, sir. We can definitely help you out with it.\n\nAs per checking, it's Chicago, Westin, Wombang... I mean, Lombard. Is that correct? Okay. What type of transaction was this, sir?\n\nJust for us to make sure. Yes. That's correct. Mhmm. I see.\n\nSo let me just double check on it for you. Okay? Because as per checking right here, it's just a fraud alert, and then it just wanted you to input the same... The right information when trying to purchase. So are you using Apple Pay today?\n\nWhat what I mean, sir, is are you using Apple Pay to pay for this transaction? I see. Okay. No worries. Let me just double check on it, okay, for you just so we'll be able to make sure and help you out with this transaction.\n\nSo I'll just have to clear this out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up. So Okay. Let me just input everything. Okay? The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us.\n\nSo that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud. Okay? So we just wanted to make sure if it's really yours. It was not declined due to a fraud alert, sir. Some declined because of mismatch on the information.\n\nMhmm. Yes. But you don't have to worry since I already cleared it out. We're already good to go. You can't initiate the transaction.\n\nOkay? Mhmm. Yes. That's correct. Yes.\n\nYes. You're all good. You don't have to worry. Thank you. Thank you.\n\nYou don't have to worry. Thank you very much, sir. And thank you for being with us, and take care. Okay? Have a great day.\n\nBye bye. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Monitored and recorded, and your voice may be used for verification.","start":0.24,"end":3.54,"sentiment":"neutral","sentiment_score":-0.020257549402727323},{"text":"Welcome to Chase.","start":7.12,"end":8.34,"sentiment":"neutral","sentiment_score":0.06550855313738187},{"text":"Please enter your debit card, account number, or user ID followed by the pound key.","start":11.28,"end":17.075,"sentiment":"neutral","sentiment_score":0.02179798154781262},{"text":"To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8.","start":17.375,"end":24.595001,"sentiment":"neutral","sentiment_score":-0.038540803361684084},{"text":"For other options, press 2.","start":24.814999,"end":27.075,"sentiment":"neutral","sentiment_score":-0.0017271670512855053}],"sentiment":"neutral","sentiment_score":-0.00649252699688077,"num_words":50,"start":0.24,"end":27.075},{"sentences":[{"text":"For credit card, loan, or line 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call.","start":98.235,"end":110.415,"sentiment":"neutral","sentiment_score":-0.01734835626809178},{"text":"We're sorry.","start":128.19499,"end":128.935,"sentiment":"neutral","sentiment_score":-0.1655857414007187}],"sentiment":"neutral","sentiment_score":-0.014178635632178109,"num_words":76,"start":79.235,"end":128.935},{"sentences":[{"text":"The information entered did not match our records.","start":129.155,"end":131.97499,"sentiment":"neutral","sentiment_score":-0.2839187365025282},{"text":"Please enter your debit card PIN, the same PIN you used at the ATM.","start":132.035,"end":136.455,"sentiment":"neutral","sentiment_score":-0.10252383351325989},{"text":"If calling with questions on your personal banking account, press 1.","start":144.07,"end":148.17001,"sentiment":"neutral","sentiment_score":-0.0466105578975244},{"text":"If calling with questions on your business banking account, press 2.","start":148.47,"end":152.49,"sentiment":"neutral","sentiment_score":-0.03329975395040079},{"text":"Welcome to Chase customer service.","start":159.30501,"end":161.405,"sentiment":"neutral","sentiment_score":0.20978945940732957}],"sentiment":"neutral","sentiment_score":-0.07217856519380395,"num_words":49,"start":129.155,"end":161.405},{"sentences":[{"text":"We take pride in providing you with excellent service and look forward to speaking with you.","start":161.865,"end":166.74,"sentiment":"positive","sentiment_score":0.5067035369575024},{"text":"A customer service specialist will assist you as soon as possible.","start":167.06001,"end":170.44,"sentiment":"neutral","sentiment_score":0.20766159350221808},{"text":"Chase consumer banking.","start":183.765,"end":184.965,"sentiment":"neutral","sentiment_score":0.07090280950069427},{"text":"My name is Eve.","start":184.965,"end":185.845,"sentiment":"neutral","sentiment_score":0.07874134462326765},{"text":"May I have your first and last name, please?","start":185.845,"end":187.705,"sentiment":"neutral","sentiment_score":0.04558261980613073}],"sentiment":"neutral","sentiment_score":0.26347561639755274,"num_words":43,"start":161.865,"end":187.705},{"sentences":[{"text":"You're doing good, sir.","start":195.33,"end":196.45,"sentiment":"positive","sentiment_score":0.5829969793558121},{"text":"Thank you for asking.","start":196.45,"end":197.48999,"sentiment":"positive","sentiment_score":0.567372739315033},{"text":"How about you?","start":197.48999,"end":198.53,"sentiment":"positive","sentiment_score":0.3360183735688527},{"text":"And how can I help you in your account?","start":198.53,"end":200.23,"sentiment":"neutral","sentiment_score":0.26239194141493904},{"text":"I understand your concern regarding that card that you have that was declined.","start":244.36499,"end":248.065,"sentiment":"negative","sentiment_score":-0.3496091297039619}],"sentiment":"neutral","sentiment_score":0.10382250854463289,"num_words":33,"start":195.33,"end":248.065},{"sentences":[{"text":"I know that this is really concerning.","start":248.125,"end":249.905,"sentiment":"negative","sentiment_score":-0.4100262607846941},{"text":"So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here?","start":251.245,"end":261.24,"sentiment":"neutral","sentiment_score":-0.04527299440661935},{"text":"Hello.","start":272.805,"end":273.20502,"sentiment":"neutral","sentiment_score":0.007393454201519489},{"text":"Double check.","start":273.20502,"end":273.945,"sentiment":"neutral","sentiment_score":0.006886542774736881},{"text":"Yes.","start":274.805,"end":275.125,"sentiment":"neutral","sentiment_score":0.023990266025066376}],"sentiment":"neutral","sentiment_score":-0.0927632817789456,"num_words":49,"start":248.125,"end":275.125},{"sentences":[{"text":"I'm still here.","start":275.125,"end":276.105,"sentiment":"neutral","sentiment_score":0.023935964331030846},{"text":"Can you double check your address, sir?","start":276.325,"end":278.265,"sentiment":"neutral","sentiment_score":0.005901304472770009},{"text":"Thank you so much.","start":289.72998,"end":290.77,"sentiment":"positive","sentiment_score":0.3608274385333061},{"text":"And please be advised that this call is being monitored and recorded.","start":290.77,"end":293.83,"sentiment":"neutral","sentiment_score":0.05042599576214949},{"text":"So can you help me with the last four digits of the card that we used to make that transaction?","start":294.195,"end":298.935,"sentiment":"neutral","sentiment_score":0.04948962703347206}],"sentiment":"neutral","sentiment_score":0.06850720148371614,"num_words":46,"start":275.125,"end":298.935},{"sentences":[{"text":"Thank you, sir.","start":309.62,"end":310.34,"sentiment":"neutral","sentiment_score":0.1961062749226888},{"text":"So I'll go ahead and take a look at the transaction here.","start":310.34,"end":313.24,"sentiment":"neutral","sentiment_score":0.11680549879868825},{"text":"Can you tell me the amount of the transaction that you tried to make?","start":314.02,"end":317.4,"sentiment":"neutral","sentiment_score":0.04120720896337714},{"text":"Oh.","start":331.315,"end":331.815,"sentiment":"neutral","sentiment_score":-0.11137178540229796},{"text":"Alrighty.","start":343.38,"end":343.88,"sentiment":"neutral","sentiment_score":-0.09445511549711227}],"sentiment":"neutral","sentiment_score":0.07616318822387726,"num_words":31,"start":309.62,"end":343.88},{"sentences":[{"text":"Okay.","start":364.425,"end":364.925,"sentiment":"neutral","sentiment_score":0.010233376175165176},{"text":"I see.","start":365.03,"end":365.35,"sentiment":"neutral","sentiment_score":-0.006179999560117721},{"text":"I understand your concern, sir.","start":365.35,"end":367.03,"sentiment":"neutral","sentiment_score":-0.06727459579706192},{"text":"So, actually, I double checked the information.","start":367.03,"end":369.13,"sentiment":"neutral","sentiment_score":-0.11037343314715795},{"text":"I see those declined transaction from Chicago West...","start":369.19,"end":372.57,"sentiment":"neutral","sentiment_score":-0.14642410911619663}],"sentiment":"neutral","sentiment_score":-0.09923941334304602,"num_words":23,"start":364.425,"end":372.57},{"sentences":[{"text":"Weston Lombard.","start":372.63,"end":373.77002,"sentiment":"neutral","sentiment_score":-0.13675351440906525},{"text":"So the information that I can see here is that...","start":374.23,"end":377.13,"sentiment":"neutral","sentiment_score":0.0005933265201747417},{"text":"Yes.","start":378.55002,"end":379.05002,"sentiment":"neutral","sentiment_score":-0.04732006415724754},{"text":"So one of the reason why it was actually declined, sir, is because we sent you a notification to your mobile phone number regarding this transaction, and we haven't received any response to that fraud alert that we sent.","start":379.285,"end":392.325,"sentiment":"negative","sentiment_score":-0.44743142487146914},{"text":"So that is the first reason why it was declined.","start":392.325,"end":395.56,"sentiment":"negative","sentiment_score":-0.46063958406448363}],"sentiment":"negative","sentiment_score":-0.3608244393291252,"num_words":62,"start":372.63,"end":395.56},{"sentences":[{"text":"The second one is that you have an add...","start":395.56,"end":398.06,"sentiment":"neutral","sentiment_score":-0.16794121927685207},{"text":"A mismatch of credentials to the merchant.","start":398.28,"end":400.78,"sentiment":"negative","sentiment_score":-0.40148176891463144},{"text":"So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name.","start":401.0,"end":413.67502,"sentiment":"neutral","sentiment_score":-0.19088514314757454},{"text":"And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through.","start":413.815,"end":423.87,"sentiment":"neutral","sentiment_score":-0.14066099085741574},{"text":"So if you already updated your information, sir, what?","start":424.88998,"end":427.87,"sentiment":"neutral","sentiment_score":-0.15962330831421745}],"sentiment":"neutral","sentiment_score":-0.1824135459268216,"num_words":97,"start":395.56,"end":427.87},{"sentences":[{"text":"Mhmm.","start":429.93,"end":430.43,"sentiment":"neutral","sentiment_score":-0.0972265750169754},{"text":"So I used to think that once I understand, sir.","start":431.53,"end":454.05002,"sentiment":"neutral","sentiment_score":-0.04773893468081951},{"text":"But still, with regards to the address that you provided with the merchant, you will need to make sure that it actually matches to the one that we have on file, sir.","start":454.19,"end":462.945,"sentiment":"neutral","sentiment_score":-0.11257044249214232},{"text":"Because the...","start":463.105,"end":463.825,"sentiment":"neutral","sentiment_score":-0.08390925824642181},{"text":"There is actually two error here why the transaction got declined.","start":463.825,"end":467.285,"sentiment":"negative","sentiment_score":-0.4934753287922252}],"sentiment":"neutral","sentiment_score":-0.17451637883537582,"num_words":56,"start":429.93,"end":467.285},{"sentences":[{"text":"First, you haven't responded to the fraud alert, and second is credential mismatch.","start":467.665,"end":472.725,"sentiment":"negative","sentiment_score":-0.5449499602501209},{"text":"So once you already updated your information Pardon, Lauren.","start":473.98502,"end":485.13998,"sentiment":"neutral","sentiment_score":-0.06509287034471829},{"text":"When you actually tried to make the transaction on that same time, you would be able to...","start":485.44,"end":491.315,"sentiment":"neutral","sentiment_score":0.06708220512989689},{"text":"Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number.","start":491.315,"end":500.135,"sentiment":"neutral","sentiment_score":0.08792787315002804},{"text":"So once you receive that alert, you will need to respond to that right away in that specific alert that you receive.","start":500.435,"end":506.695,"sentiment":"neutral","sentiment_score":0.17890767160464416}],"sentiment":"neutral","sentiment_score":-0.0004878970276978281,"num_words":90,"start":467.665,"end":506.695},{"sentences":[{"text":"Alright.","start":534.98,"end":535.48,"sentiment":"neutral","sentiment_score":-0.02004636451601982},{"text":"So here's the thing, sir.","start":535.69995,"end":537.06,"sentiment":"neutral","sentiment_score":0.08102853894233704},{"text":"One other option right now...","start":537.06,"end":539.39996,"sentiment":"neutral","sentiment_score":-0.04772705137729645},{"text":"I mean, one other error right now is that your credentials mismatch.","start":539.54,"end":542.92,"sentiment":"neutral","sentiment_score":-0.2641898834457},{"text":"So, basically, for that one, what I can advise you first is try to consult with a merchant first, double check your information in there.","start":543.45996,"end":552.035,"sentiment":"neutral","sentiment_score":-0.02237464651465416}],"sentiment":"neutral","sentiment_score":-0.07464966022719939,"num_words":48,"start":534.98,"end":552.035},{"sentences":[{"text":"And then once you're ready, make sure that your address, CVV code, and expiration is actually matches on the one that we have on file.","start":552.415,"end":560.595,"sentiment":"neutral","sentiment_score":0.04830309949815273},{"text":"And the one that we have on your card, then you're all set for that one.","start":561.02997,"end":564.70996,"sentiment":"neutral","sentiment_score":0.14079956896603107},{"text":"You can try to make that transaction once again.","start":564.70996,"end":567.13,"sentiment":"neutral","sentiment_score":0.1827016216185358},{"text":"If it's...","start":567.35,"end":567.99,"sentiment":"neutral","sentiment_score":-0.012269432656466961},{"text":"You still...","start":567.99,"end":568.47,"sentiment":"neutral","sentiment_score":-0.05954672396183014}],"sentiment":"neutral","sentiment_score":0.09187134948593599,"num_words":54,"start":552.415,"end":568.47},{"sentences":[{"text":"You haven't received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps.","start":568.47,"end":576.265,"sentiment":"neutral","sentiment_score":-0.18052443504333496},{"text":"Okay?","start":576.265,"end":576.765,"sentiment":"neutral","sentiment_score":-0.04595346748828888},{"text":"If you'd like right now, if you if you'd like to...","start":578.745,"end":581.325,"sentiment":"neutral","sentiment_score":0.020376656934703617},{"text":"Mhmm.","start":585.385,"end":585.785,"sentiment":"neutral","sentiment_score":-0.01299997791647911},{"text":"Sorry?","start":585.785,"end":586.285,"sentiment":"neutral","sentiment_score":-0.031882982701063156}],"sentiment":"neutral","sentiment_score":-0.11230266866429399,"num_words":39,"start":568.47,"end":586.285},{"sentences":[{"text":"Mhmm.","start":588.93,"end":589.43,"sentiment":"neutral","sentiment_score":0.05149609595537186},{"text":"Mhmm.","start":597.01,"end":597.51,"sentiment":"neutral","sentiment_score":0.04813626408576965},{"text":"So if you're going to make a transaction for that Walmart, so that's the same issue that we can have, sir.","start":600.05,"end":607.825,"sentiment":"neutral","sentiment_score":0.16154570558241435},{"text":"Just in case you still haven't received any fraud alert, just give us a callback so that we can do with the next steps or proceed with the next steps.","start":607.825,"end":615.845,"sentiment":"neutral","sentiment_score":0.0017013546079397202},{"text":"Alright?","start":619.64996,"end":619.88995,"sentiment":"neutral","sentiment_score":-0.1429460346698761}],"sentiment":"neutral","sentiment_score":0.06296642186741035,"num_words":54,"start":588.93,"end":619.88995},{"sentences":[{"text":"But make sure to notate Have you already double checked your text messages or email on your spam email, sir?","start":619.88995,"end":632.38995,"sentiment":"neutral","sentiment_score":-0.1574462227523327},{"text":"Because sometimes the...","start":633.38495,"end":634.70496,"sentiment":"neutral","sentiment_score":-0.0676497109234333},{"text":"Probably going to Confirm your phone number, sir, and email.","start":634.70496,"end":647.64496,"sentiment":"neutral","sentiment_score":-0.005873719789087772},{"text":"Confirm...","start":652.06,"end":652.56,"sentiment":"neutral","sentiment_score":-0.04546806961297989},{"text":"Sorry.","start":652.77997,"end":653.26,"sentiment":"neutral","sentiment_score":-0.1922385096549988}],"sentiment":"neutral","sentiment_score":-0.10423763899930887,"num_words":35,"start":619.88995,"end":653.26},{"sentences":[{"text":"I'm sorry to cut you off.","start":653.26,"end":655.04,"sentiment":"negative","sentiment_score":-0.34293906887372333},{"text":"So probably that's the reason, sir, you are not receiving the alert because the phone number that you have on file is different from the one that you've provided.","start":668.635,"end":677.05505,"sentiment":"neutral","sentiment_score":-0.31016519999709624},{"text":"So we are sending those alerts, sir, to the phone number you have listed on the account with us.","start":687.09,"end":692.31,"sentiment":"neutral","sentiment_score":0.0711845353637871},{"text":"And can you confirm also your email?","start":694.405,"end":696.505,"sentiment":"neutral","sentiment_score":0.008387183238353049},{"text":"Yes, sir.","start":699.925,"end":700.485,"sentiment":"neutral","sentiment_score":0.043647510930895805}],"sentiment":"neutral","sentiment_score":-0.15164942439231607,"num_words":63,"start":653.26,"end":700.485},{"sentences":[{"text":"Exactly.","start":700.485,"end":700.985,"sentiment":"neutral","sentiment_score":0.030858483165502548},{"text":"The problem is that I can't Can you hear me good?","start":705.12994,"end":718.815,"sentiment":"negative","sentiment_score":-0.5604083944450725},{"text":"Hello, sir?","start":721.675,"end":722.65497,"sentiment":"neutral","sentiment_score":-0.13131298869848249},{"text":"Okay.","start":724.715,"end":725.215,"sentiment":"neutral","sentiment_score":-0.04267504811286926},{"text":"So that email that you...","start":725.675,"end":727.115,"sentiment":"neutral","sentiment_score":-0.07032241299748421}],"sentiment":"negative","sentiment_score":-0.3395273473113775,"num_words":20,"start":700.485,"end":727.115},{"sentences":[{"text":"Okay.","start":727.115,"end":727.615,"sentiment":"neutral","sentiment_score":-0.022054411470890045},{"text":"That email that you provided, sir, is actually matches on file.","start":730.93,"end":734.87,"sentiment":"neutral","sentiment_score":-0.10554159635847266},{"text":"However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file.","start":735.09,"end":747.375,"sentiment":"neutral","sentiment_score":-0.06949862034193106},{"text":"Okay.","start":766.31,"end":766.81,"sentiment":"neutral","sentiment_score":-0.036669548600912094},{"text":"So here's the thing, sir.","start":766.95,"end":768.73004,"sentiment":"neutral","sentiment_score":-0.012835452985018491}],"sentiment":"neutral","sentiment_score":-0.07011906597939022,"num_words":53,"start":727.115,"end":768.73004},{"sentences":[{"text":"So if that is the case, sir, I'll connect you over to our fraud team so that they can further assist you regarding your concern that you're not receiving the fraud alert or making that transaction.","start":785.93,"end":795.71,"sentiment":"neutral","sentiment_score":-0.08460504727231132},{"text":"So stay with me on the line so that I can connect you over.","start":796.01,"end":798.265,"sentiment":"neutral","sentiment_score":0.03104593830981425},{"text":"Okay?","start":798.265,"end":798.765,"sentiment":"neutral","sentiment_score":0.017553607001900673},{"text":"The summary of the conversation is already noted here.","start":798.825,"end":801.805,"sentiment":"neutral","sentiment_score":0.07694745767447683},{"text":"You don't need to repeat yourself once I connect you over.","start":801.865,"end":804.585,"sentiment":"neutral","sentiment_score":0.02491656927899881}],"sentiment":"neutral","sentiment_score":-0.022915148976403222,"num_words":71,"start":785.93,"end":804.585},{"sentences":[{"text":"So stay with me on the line.","start":804.585,"end":806.04504,"sentiment":"neutral","sentiment_score":0.0762990697153977},{"text":"So right now, sir, I take a look at your card.","start":816.42,"end":818.82,"sentiment":"neutral","sentiment_score":0.15584615076130087},{"text":"Your card is still in a good status.","start":818.82,"end":821.38,"sentiment":"positive","sentiment_score":0.3347141370177269},{"text":"It's actually activated here.","start":821.38,"end":822.9,"sentiment":"neutral","sentiment_score":0.2290845364332199},{"text":"It was not locked.","start":822.9,"end":824.12,"sentiment":"neutral","sentiment_score":0.009656920563429594}],"sentiment":"neutral","sentiment_score":0.172972943250309,"num_words":34,"start":804.585,"end":824.12},{"sentences":[{"text":"Okay.","start":826.255,"end":826.755,"sentiment":"neutral","sentiment_score":0.01125599443912506},{"text":"So there we go, sir.","start":826.97504,"end":827.85504,"sentiment":"neutral","sentiment_score":0.03404746055603027},{"text":"Connect you over right now.","start":827.85504,"end":829.395,"sentiment":"neutral","sentiment_score":0.041365711390972136},{"text":"Sure.","start":830.41504,"end":830.91504,"sentiment":"neutral","sentiment_score":0.09436675906181335},{"text":"Just stay with me on the line.","start":831.215,"end":832.655,"sentiment":"neutral","sentiment_score":0.21525720932653972}],"sentiment":"neutral","sentiment_score":0.10470995150114361,"num_words":19,"start":826.255,"end":832.655},{"sentences":[{"text":"Connecting you over right now.","start":832.655,"end":834.17505,"sentiment":"positive","sentiment_score":0.3838517665863037},{"text":"And if there's something else for me, this is Eve once again from Chase consumer banking.","start":834.17505,"end":838.35504,"sentiment":"neutral","sentiment_score":0.3188938545063138},{"text":"Have a wonderful day, and stay safe.","start":838.94,"end":841.2,"sentiment":"positive","sentiment_score":0.5355027190276554},{"text":"Can you provide me your phone?","start":861.04504,"end":862.80505,"sentiment":"neutral","sentiment_score":0.03471666450301806},{"text":"Hello?","start":862.80505,"end":863.30505,"sentiment":"neutral","sentiment_score":0.0009398031979799272}],"sentiment":"neutral","sentiment_score":0.31369483795549186,"num_words":35,"start":832.655,"end":863.30505},{"sentences":[{"text":"Oh, no?","start":866.33997,"end":867.07996,"sentiment":"neutral","sentiment_score":-0.04220886714756489},{"text":"Hello?","start":868.5,"end":869.0,"sentiment":"neutral","sentiment_score":-0.017508454620838165},{"text":"Alright.","start":870.66,"end":871.13995,"sentiment":"neutral","sentiment_score":0.07590799033641815},{"text":"Thank you, sir, mister Ruba.","start":871.13995,"end":873.07996,"sentiment":"neutral","sentiment_score":0.23580175936222075},{"text":"So, mister Ruba, I just want to inform you, sir, that this call will be monitored and recorded, and your voice may be used for verification.","start":873.38,"end":880.37195,"sentiment":"neutral","sentiment_score":0.06251319712744309}],"sentiment":"neutral","sentiment_score":0.07938096352985927,"num_words":35,"start":866.33997,"end":880.37195},{"sentences":[{"text":"Okay?","start":880.37195,"end":880.38,"sentiment":"neutral","sentiment_score":0.09120891988277437},{"text":"And can can you provide me the Jeruba.","start":880.38,"end":881.825,"sentiment":"neutral","sentiment_score":0.08052829839289188},{"text":"So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously declined.","start":894.525,"end":907.43,"sentiment":"neutral","sentiment_score":-0.20541545614600182},{"text":"Right?","start":907.49,"end":907.99,"sentiment":"neutral","sentiment_score":-0.09865953028202055},{"text":"Okay.","start":910.295,"end":910.795,"sentiment":"neutral","sentiment_score":-0.17421437799930573}],"sentiment":"neutral","sentiment_score":-0.12980069458070728,"num_words":36,"start":880.37195,"end":910.795},{"sentences":[{"text":"Mhmm.","start":923.415,"end":923.735,"sentiment":"neutral","sentiment_score":-0.03913097828626633},{"text":"I see.","start":923.735,"end":924.295,"sentiment":"neutral","sentiment_score":-0.004119569435715675},{"text":"Okay.","start":924.295,"end":924.795,"sentiment":"neutral","sentiment_score":0.10362423956394196},{"text":"Alright, sir.","start":925.08997,"end":925.64996,"sentiment":"neutral","sentiment_score":0.32921531796455383},{"text":"We can definitely help you out with it.","start":925.64996,"end":927.91,"sentiment":"positive","sentiment_score":0.5702325478196144}],"sentiment":"positive","sentiment_score":0.3768960814923048,"num_words":14,"start":923.415,"end":927.91},{"sentences":[{"text":"As per checking, it's Chicago, Westin, Wombang...","start":928.85,"end":933.11,"sentiment":"neutral","sentiment_score":0.11108596622943878},{"text":"I mean, Lombard.","start":933.49,"end":934.47,"sentiment":"neutral","sentiment_score":0.06815506145358086},{"text":"Is that correct?","start":935.41,"end":936.39,"sentiment":"neutral","sentiment_score":0.0810149535536766},{"text":"Okay.","start":937.81,"end":938.31,"sentiment":"neutral","sentiment_score":0.04162262752652168},{"text":"What type of transaction was this, sir?","start":938.61,"end":940.905,"sentiment":"neutral","sentiment_score":0.003639096128089087}],"sentiment":"neutral","sentiment_score":0.061533719478618534,"num_words":21,"start":928.85,"end":940.905},{"sentences":[{"text":"Just for us to make sure.","start":940.98505,"end":955.815,"sentiment":"neutral","sentiment_score":-0.06002555166681608},{"text":"Yes.","start":961.32,"end":961.82,"sentiment":"neutral","sentiment_score":0.0025953585281968117},{"text":"That's correct.","start":964.60004,"end":965.42,"sentiment":"neutral","sentiment_score":-0.013297618366777897},{"text":"Mhmm.","start":978.935,"end":979.175,"sentiment":"neutral","sentiment_score":-0.038141872733831406},{"text":"I see.","start":979.175,"end":979.83496,"sentiment":"neutral","sentiment_score":-0.023791962303221226}],"sentiment":"neutral","sentiment_score":-0.03915658212887744,"num_words":12,"start":940.98505,"end":979.83496},{"sentences":[{"text":"So let me just double check on it for you.","start":980.13495,"end":984.21497,"sentiment":"neutral","sentiment_score":-0.0005082275718450546},{"text":"Okay?","start":984.21497,"end":984.71497,"sentiment":"neutral","sentiment_score":-0.0029762452468276024},{"text":"Because as per checking right here, it's just a fraud alert, and then it just wanted you to input the same...","start":985.42004,"end":994.80005,"sentiment":"neutral","sentiment_score":-0.06837384039092631},{"text":"The right information when trying to purchase.","start":995.34,"end":997.76,"sentiment":"neutral","sentiment_score":-0.03737649933568069},{"text":"So are you using Apple Pay today?","start":999.095,"end":1001.355,"sentiment":"neutral","sentiment_score":-0.015733536865030016}],"sentiment":"neutral","sentiment_score":-0.03947129179521099,"num_words":46,"start":980.13495,"end":1001.355},{"sentences":[{"text":"What what I mean, sir, is are you using Apple Pay to pay for this transaction?","start":1005.57495,"end":1009.915,"sentiment":"neutral","sentiment_score":-0.0570363774895668},{"text":"I see.","start":1021.25,"end":1021.73,"sentiment":"neutral","sentiment_score":0.01867944421246648},{"text":"Okay.","start":1021.73,"end":1022.23,"sentiment":"neutral","sentiment_score":0.08620045334100723},{"text":"No worries.","start":1022.61,"end":1023.25,"sentiment":"neutral","sentiment_score":0.1401989459991455},{"text":"Let me just double check on it, okay, for you just so we'll be able to make sure and help you out with this transaction.","start":1023.25,"end":1033.0851,"sentiment":"neutral","sentiment_score":0.2607785725593567}],"sentiment":"neutral","sentiment_score":0.13067042408511043,"num_words":46,"start":1005.57495,"end":1033.0851},{"sentences":[{"text":"So I'll just have to clear this out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up.","start":1034.665,"end":1044.9701,"sentiment":"neutral","sentiment_score":0.19437739346176386},{"text":"So Okay.","start":1045.3501,"end":1057.295,"sentiment":"neutral","sentiment_score":0.03119659796357155},{"text":"Let me just input everything.","start":1059.515,"end":1061.375,"sentiment":"neutral","sentiment_score":0.023139448091387748},{"text":"Okay?","start":1061.435,"end":1061.935,"sentiment":"neutral","sentiment_score":0.0318244993686676},{"text":"The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us.","start":1065.01,"end":1080.4149,"sentiment":"neutral","sentiment_score":-0.13843811303377151}],"sentiment":"neutral","sentiment_score":0.025500462964585382,"num_words":73,"start":1034.665,"end":1080.4149},{"sentences":[{"text":"So that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud.","start":1080.6349,"end":1090.335,"sentiment":"neutral","sentiment_score":-0.11981273340907964},{"text":"Okay?","start":1091.96,"end":1092.46,"sentiment":"neutral","sentiment_score":-0.051056694239377975},{"text":"So we just wanted to make sure if it's really yours.","start":1094.12,"end":1097.1799,"sentiment":"neutral","sentiment_score":-0.058897674422372474},{"text":"It was not declined due to a fraud alert, sir.","start":1098.5199,"end":1101.8999,"sentiment":"neutral","sentiment_score":-0.10012436620891094},{"text":"Some declined because of mismatch on the information.","start":1102.84,"end":1108.415,"sentiment":"neutral","sentiment_score":-0.06200290424749255}],"sentiment":"neutral","sentiment_score":-0.09292457969142841,"num_words":52,"start":1080.6349,"end":1108.415},{"sentences":[{"text":"Mhmm.","start":1110.795,"end":1111.115,"sentiment":"neutral","sentiment_score":0.011846097186207771},{"text":"Yes.","start":1111.115,"end":1111.515,"sentiment":"neutral","sentiment_score":0.04108782112598419},{"text":"But you don't have to worry since I already cleared it out.","start":1111.515,"end":1115.215,"sentiment":"neutral","sentiment_score":0.13093969877809286},{"text":"We're already good to go.","start":1116.475,"end":1117.995,"sentiment":"neutral","sentiment_score":0.16163865923881532},{"text":"You can't initiate the transaction.","start":1117.995,"end":1119.615,"sentiment":"neutral","sentiment_score":0.04056071564555168}],"sentiment":"neutral","sentiment_score":0.10980029908629756,"num_words":24,"start":1110.795,"end":1119.615},{"sentences":[{"text":"Okay?","start":1119.755,"end":1120.255,"sentiment":"neutral","sentiment_score":0.019144456833601},{"text":"Mhmm.","start":1130.87,"end":1131.37,"sentiment":"neutral","sentiment_score":0.0551910400390625},{"text":"Yes.","start":1132.7899,"end":1133.2699,"sentiment":"neutral","sentiment_score":0.08298926055431366},{"text":"That's correct.","start":1133.2699,"end":1134.09,"sentiment":"neutral","sentiment_score":0.1531980186700821},{"text":"Yes.","start":1142.495,"end":1142.895,"sentiment":"neutral","sentiment_score":0.2265499532222748}],"sentiment":"neutral","sentiment_score":0.11504512466490269,"num_words":6,"start":1119.755,"end":1142.895},{"sentences":[{"text":"Yes.","start":1142.895,"end":1143.215,"sentiment":"neutral","sentiment_score":0.2337491810321808},{"text":"You're all good.","start":1143.215,"end":1144.355,"sentiment":"positive","sentiment_score":0.4398501714070638},{"text":"You don't have to worry.","start":1144.895,"end":1146.1951,"sentiment":"neutral","sentiment_score":0.23750690519809722},{"text":"Thank you.","start":1149.775,"end":1150.595,"sentiment":"positive","sentiment_score":0.4282946437597275},{"text":"Thank you.","start":1153.61,"end":1154.51,"sentiment":"neutral","sentiment_score":-0.06185031402856111}],"sentiment":"neutral","sentiment_score":0.2672094523620147,"num_words":13,"start":1142.895,"end":1154.51},{"sentences":[{"text":"You don't have to worry.","start":1154.73,"end":1156.01,"sentiment":"positive","sentiment_score":0.3808543771505356},{"text":"Thank you very much, sir.","start":1156.01,"end":1157.361,"sentiment":"positive","sentiment_score":0.813097608089447},{"text":"And thank you for being with us, and take care.","start":1157.601,"end":1159.921,"sentiment":"positive","sentiment_score":0.7858598172664643},{"text":"Okay?","start":1159.921,"end":1160.421,"sentiment":"positive","sentiment_score":0.5731361508369446},{"text":"Have a great day.","start":1161.361,"end":1162.421,"sentiment":"positive","sentiment_score":0.7666778117418289}],"sentiment":"positive","sentiment_score":0.6987282198667526,"num_words":25,"start":1154.73,"end":1162.421},{"sentences":[{"text":"Bye bye.","start":1164.5609,"end":1165.3009,"sentiment":"neutral","sentiment_score":0.18048086017370224},{"text":"Thank you.","start":1166.401,"end":1166.881,"sentiment":"positive","sentiment_score":0.6114621162414551},{"text":"Bye bye.","start":1166.881,"end":1167.541,"sentiment":"neutral","sentiment_score":0.038640692830085754}],"sentiment":"neutral","sentiment_score":0.2768612230817477,"num_words":6,"start":1164.5609,"end":1167.541}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Monitored and recorded, and your voice may be used for verification. Welcome to Chase. Please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2.\n\nFor credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2.\n\nFor credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, press 0. Before we connect you to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key so our specialist will know who you are when they answer your call. We're sorry.\n\nThe information entered did not match our records. Please enter your debit card PIN, the same PIN you used at the ATM. If calling with questions on your personal banking account, press 1. If calling with questions on your business banking account, press 2. Welcome to Chase customer service.\n\nWe take pride in providing you with excellent service and look forward to speaking with you. A customer service specialist will assist you as soon as possible. Chase consumer banking. My name is Eve. May I have your first and last name, please?\n\nChannel 0: Hey. My name is Chinedu Ubah. How are you?\n\nChannel 1: You're doing good, sir. Thank you for asking. How about you? And how can I help you in your account?\n\nChannel 0: Hello? I'm I'm good. Yeah. I'm just trying to get some information on my account. I came into Chicago last night, and I was trying to use my card in a hotel.\n\nAnd it will not work, but I used it in a category that brought me to the hotel. And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining. So I'm like, what do I do? I tried to call last night, very early this morning. I could not get through.\n\nIt said something about the... This office is now closed. Call back again.\n\nChannel 1: I understand your concern regarding that card that you have that was declined. I know that this is really concerning. So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here?\n\nChannel 0: The full address, it's 5589. Hold on. I got that one for you. I'll just... Are you there?\n\nChannel 1: Hello. Double check. Yes. I'm still here.\n\nChannel 0: The full address\n\nChannel 1: Can\n\nChannel 0: is\n\nChannel 1: you double\n\nChannel 0: five...\n\nChannel 1: check your address,\n\nChannel 0: Yeah.\n\nChannel 1: sir?\n\nChannel 0: The full add... The address is 5567 Palmeir Lane In Parker, Colorado 80134.\n\nChannel 1: Thank you so much. And please be advised that this call is being monitored and recorded. So can you help me with the last four digits of the card that we used to make that transaction?\n\nChannel 0: 9981.\n\nChannel 1: Thank you, sir. So I'll go ahead and take a look at the transaction here. Can you tell me the amount of the transaction that you tried to make?\n\nChannel 0: I don't know. I don't I don't know the amount. Why? Because I was checking in. I've already paid for the hotel with the same card.\n\nI've already paid for the hotel. And then I come in, you\n\nChannel 1: Oh.\n\nChannel 0: know, you you know how they tell you, okay, you have to put a a card on file. Right? And then I tried to... I told\n\nChannel 1: Alrighty.\n\nChannel 0: them, okay, Take my card. Take my card on file. And she tried to do it. She said it's a fraud alert, that there's something on the card. I'm like, no.\n\nI used... It is the same card I used to pay for this same hotel. And then they looked at it. They say, yes. It's the same card.\n\nAnd then she said, okay. Go and carry that with the bank and come back for us.\n\nChannel 1: Okay. I see. I understand your concern, sir. So, actually, I double checked the information. I see those declined transaction from Chicago West...\n\nWeston Lombard. So the\n\nChannel 0: Yes.\n\nChannel 1: information that\n\nChannel 0: That's\n\nChannel 1: I can\n\nChannel 0: right.\n\nChannel 1: see\n\nChannel 0: Correct.\n\nChannel 1: here is that... Yes. So one of the reason why it was actually declined, sir, is because we sent you a notification to your mobile phone number regarding this transaction, and we haven't received any response to that fraud alert that we sent. So that is the first reason why it was declined. The second one is that you have an add...\n\nA mismatch of credentials to the merchant. So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name. And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through. So if you\n\nChannel 0: No.\n\nChannel 1: already updated\n\nChannel 0: I don't\n\nChannel 1: your\n\nChannel 0: think\n\nChannel 1: information,\n\nChannel 0: so. I think...\n\nChannel 1: sir, what? Mhmm.\n\nChannel 0: Sorry. Let let me explain.\n\nChannel 1: So\n\nChannel 0: They\n\nChannel 1: I used to think\n\nChannel 0: they would...\n\nChannel 1: that once\n\nChannel 0: They told me to insert... They they told me to insert the card into the terminal. I'm not reading the card manually. They told me to insert it into the terminal, and then I'll insert it into the terminal, but that's all. And then it said the declined.\n\nChannel 1: I understand, sir. But still, with regards to the address that you provided with the merchant, you will need to make sure that it actually matches to the one that we have on file, sir. Because the... There is actually two error here why the transaction got declined. First, you haven't responded to the fraud alert, and second is credential mismatch.\n\nChannel 0: Oh, okay.\n\nChannel 1: So once you\n\nChannel 0: When\n\nChannel 1: already updated\n\nChannel 0: did\n\nChannel 1: your\n\nChannel 0: did\n\nChannel 1: information\n\nChannel 0: you send me the when did you send me the... For the light?\n\nChannel 1: Pardon, Lauren. When you actually tried to make the transaction on that same time, you would be able to... Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number. So once you receive that alert, you will need to respond to that right away in that specific alert that you receive.\n\nChannel 0: Okay. I didn't get any alerts sent to my email, and I'm calling you from that phone right now. I didn't get any alerts either. So I was looking for the alert. They told me check your phone that that the bank may send you an alert.\n\nAnd I I was looking at my phone, and there's no alert as of that time of the day. So... And I don't see any alerts at all. So that that that that that is probably why.\n\nChannel 1: Alright. So here's the thing, sir. One other option right now... I mean, one other error right now is that your credentials mismatch. So, basically, for that one, what I can advise you first is try to consult with a merchant first, double check your information in there.\n\nAnd then once you're ready, make sure that your address, CVV code, and expiration is actually matches on the one that we have on file. And the one that we have on your card, then you're all set for that one. You can try to make that transaction once again. If it's... You still...\n\nChannel 0: Okay.\n\nChannel 1: You haven't\n\nChannel 0: Okay.\n\nChannel 1: received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps. Okay?\n\nChannel 0: Okay. That's...\n\nChannel 1: If you'd like\n\nChannel 0: Okay.\n\nChannel 1: right\n\nChannel 0: So\n\nChannel 1: now,\n\nChannel 0: right\n\nChannel 1: if you\n\nChannel 0: now,\n\nChannel 1: if\n\nChannel 0: if\n\nChannel 1: you'd\n\nChannel 0: I\n\nChannel 1: like\n\nChannel 0: go\n\nChannel 1: to...\n\nChannel 0: to if I go go\n\nChannel 1: Mhmm.\n\nChannel 0: to\n\nChannel 1: Sorry?\n\nChannel 0: Walmart right now, I just wanna go... If... For example,\n\nChannel 1: Mhmm.\n\nChannel 0: I wanna go to Walmart right now, and I wanna just buy a shirt from Walmart. That should... That's couldn't be a problem. Right?\n\nChannel 1: Mhmm. So if you're going to make a transaction for that Walmart, so that's the same issue that we can have, sir. Just in case you still haven't received any fraud alert, just give us a callback so that we can do with the next steps or proceed with the next steps.\n\nChannel 0: Okay. But why am I not getting\n\nChannel 1: Alright?\n\nChannel 0: there\n\nChannel 1: But\n\nChannel 0: a lot?\n\nChannel 1: make\n\nChannel 0: I\n\nChannel 1: sure\n\nChannel 0: used\n\nChannel 1: to\n\nChannel 0: to\n\nChannel 1: notate\n\nChannel 0: get there a lot. I do. Sorry?\n\nChannel 1: Have you already double checked your text messages or email on your spam email, sir? Because sometimes\n\nChannel 0: Yes.\n\nChannel 1: the...\n\nChannel 0: I've\n\nChannel 1: Probably\n\nChannel 0: checked.\n\nChannel 1: going\n\nChannel 0: I used to... I do remember I used to\n\nChannel 1: to\n\nChannel 0: get the a lot.\n\nChannel 1: Confirm\n\nChannel 0: Okay. Can\n\nChannel 1: your\n\nChannel 0: you\n\nChannel 1: phone\n\nChannel 0: send\n\nChannel 1: number,\n\nChannel 0: me\n\nChannel 1: sir,\n\nChannel 0: can you\n\nChannel 1: and\n\nChannel 0: send\n\nChannel 1: email.\n\nChannel 0: me an allot? Sorry. Can you send me the allot again? Just let\n\nChannel 1: Confirm...\n\nChannel 0: me see if I\n\nChannel 1: Sorry. I'm\n\nChannel 0: get it.\n\nChannel 1: sorry to cut you off.\n\nChannel 0: Oh, the phone number is (720) 248-7031.\n\nChannel 1: So probably that's the reason, sir,\n\nChannel 0: Are you\n\nChannel 1: you\n\nChannel 0: there?\n\nChannel 1: are not receiving the alert because the phone number that you have on file is different from the one that you've provided.\n\nChannel 0: Oh, okay. You have my Australian number. You have the 0432216070. Right?\n\nChannel 1: So we are sending those alerts, sir, to the phone number you have listed on the account with us.\n\nChannel 0: The\n\nChannel 1: And\n\nChannel 0: phone\n\nChannel 1: can\n\nChannel 0: number,\n\nChannel 1: you confirm\n\nChannel 0: is it the\n\nChannel 1: also\n\nChannel 0: number ending\n\nChannel 1: your email?\n\nChannel 0: in 6070? My email is\n\nChannel 1: Yes,\n\nChannel 0: chin\n\nChannel 1: sir.\n\nChannel 0: at\n\nChannel 1: Exactly.\n\nChannel 0: whole I t dot com dot a u. Chin,chin,@wholeit.com.au.\n\nChannel 1: The problem is that I can't Can you hear me good?\n\nChannel 0: I can\n\nChannel 1: Hello,\n\nChannel 0: hear you.\n\nChannel 1: sir?\n\nChannel 0: Hello? I can\n\nChannel 1: Okay.\n\nChannel 0: hear you.\n\nChannel 1: So that email that you... Okay. That email that you provided, sir, is actually matches on file. However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file.\n\nChannel 0: Maybe it is not properly formatted because you you are not putting the 61 because that's my Australian number. And then you're sending it just like that. Maybe that's why it's not coming through.\n\nChannel 1: Okay.\n\nChannel 0: Normally,\n\nChannel 1: So here's\n\nChannel 0: I used\n\nChannel 1: the thing,\n\nChannel 0: to get\n\nChannel 1: sir.\n\nChannel 0: the... Normally, I used to get... Yeah. Normally, I will get the email. When when I was in The US, maybe last year, I was getting the email when I make a transaction.\n\nBut now I'm not getting it anymore.\n\nChannel 1: So if that is the case, sir, I'll connect you over to our fraud team so that they can further assist you regarding your concern that you're not receiving the fraud alert or making that transaction. So stay with me on the line so that I can connect\n\nChannel 0: Okay.\n\nChannel 1: you over. Okay? The summary of the conversation is already noted here. You don't need to repeat yourself once I\n\nChannel 0: Okay.\n\nChannel 1: connect you over. So stay with me on the line.\n\nChannel 0: Okay. Can you... Okay. Hold on. Can you also unblock can you also unblock my card just in case it's blocked before you connect me, please?\n\nChannel 1: So right now, sir, I take a look at your card. Your card is still in a good status. It's actually activated here. It was\n\nChannel 0: Okay.\n\nChannel 1: not locked.\n\nChannel 0: Okay.\n\nChannel 1: Okay.\n\nChannel 0: Now... Okay. Can you\n\nChannel 1: So\n\nChannel 0: transfer\n\nChannel 1: there we go,\n\nChannel 0: me?\n\nChannel 1: sir. Connect you over\n\nChannel 0: Okay.\n\nChannel 1: right\n\nChannel 0: Transfer\n\nChannel 1: now.\n\nChannel 0: me\n\nChannel 1: Sure. Just\n\nChannel 0: now. Alright.\n\nChannel 1: stay with me on the line.\n\nChannel 0: Thank\n\nChannel 1: Connecting\n\nChannel 0: you.\n\nChannel 1: you over right now. And if there's something else for me, this is Eve once again from Chase consumer banking. Have a wonderful day, and stay safe.\n\nChannel 0: Thank you.\n\nChannel 1: Can you provide me your phone? Hello?\n\nChannel 0: My full name\n\nChannel 1: Oh,\n\nChannel 0: is\n\nChannel 1: no?\n\nChannel 0: Janet Uva.\n\nChannel 1: Hello?\n\nChannel 0: Sorry?\n\nChannel 1: Alright. Thank you, sir, mister Ruba. So, mister Ruba, I just want to inform you, sir, that this call will be monitored and recorded, and your voice may be used for verification. Okay? And can can you provide me the Jeruba.\n\nChannel 0: Okay. Thank you. 9981.\n\nChannel 1: So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously\n\nChannel 0: I'm not...\n\nChannel 1: declined.\n\nChannel 0: Yeah. I'm\n\nChannel 1: Right?\n\nChannel 0: not receiving a lot. Yes. I'm not\n\nChannel 1: Okay.\n\nChannel 0: receiving a lot, and that is why my card has been declined. It it declined last night, and I just found out that I was waiting for an alert, but I didn't see it. So I think that's why.\n\nChannel 1: Mhmm. I see. Okay. Alright, sir. We can definitely help you out with it.\n\nAs per checking, it's Chicago, Westin, Wombang... I mean, Lombard.\n\nChannel 0: Yes.\n\nChannel 1: Is that correct?\n\nChannel 0: Yes. Correct.\n\nChannel 1: Okay.\n\nChannel 0: Yes.\n\nChannel 1: What type of transaction was this, sir? Just for us\n\nChannel 0: No. I was just... I checked\n\nChannel 1: to\n\nChannel 0: into a hotel. I came in for a conference... Come to your conference, and I checked into a hotel. And then, you know, when you check into a hotel, sometimes they\n\nChannel 1: make\n\nChannel 0: ask you\n\nChannel 1: sure.\n\nChannel 0: to to put a card on file. Right?\n\nChannel 1: Yes.\n\nChannel 0: Yes. So I inserted\n\nChannel 1: That's correct.\n\nChannel 0: my card into this terminal. I inserted my card into the terminal, and it it kept declining. So I was worried that there's something wrong with my card.\n\nChannel 1: Mhmm. I see. So let me just double check on it for you. Okay? Because as per checking right\n\nChannel 0: Yeah.\n\nChannel 1: here, it's just a fraud alert, and then it just wanted you to input the same... The right information when trying to purchase. So are you using\n\nChannel 0: Okay.\n\nChannel 1: Apple\n\nChannel 0: What\n\nChannel 1: Pay\n\nChannel 0: is...\n\nChannel 1: today?\n\nChannel 0: What what do you mean by right information? Sorry?\n\nChannel 1: What what I mean, sir, is are you using Apple Pay to pay for this transaction?\n\nChannel 0: No. I was using the card itself. I was using the card to insert, you know, insert the card into the terminal.\n\nChannel 1: I see. Okay. No worries. Let me just double check on it, okay, for you just so we'll\n\nChannel 0: Okay.\n\nChannel 1: be able\n\nChannel 0: Alright.\n\nChannel 1: to make sure\n\nChannel 0: Cool.\n\nChannel 1: and help you out with this transaction.\n\nChannel 0: Okay.\n\nChannel 1: So I'll just\n\nChannel 0: Okay.\n\nChannel 1: have to clear this out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up. So\n\nChannel 0: Okay. And can you just make sure that I get the notifications? Because it seems like I'm not getting the notifications.\n\nChannel 1: Okay. Let me just input everything. Okay?\n\nChannel 0: Okay. Cool.\n\nChannel 1: The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us. So that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud. Okay?\n\nChannel 0: I don't... I\n\nChannel 1: So\n\nChannel 0: I don't\n\nChannel 1: we\n\nChannel 0: understand.\n\nChannel 1: just wanted to make sure if it's really yours. It was not declined due to a fraud alert, sir. Some declined\n\nChannel 0: Okay.\n\nChannel 1: because of mismatch on\n\nChannel 0: Address\n\nChannel 1: the information.\n\nChannel 0: mismatch.\n\nChannel 1: Mhmm. Yes. But\n\nChannel 0: Okay.\n\nChannel 1: you don't have to worry since I already cleared it out. We're\n\nChannel 0: Okay.\n\nChannel 1: already good\n\nChannel 0: Okay.\n\nChannel 1: to\n\nChannel 0: Okay.\n\nChannel 1: go.\n\nChannel 0: So\n\nChannel 1: You can't\n\nChannel 0: so so\n\nChannel 1: initiate the transaction.\n\nChannel 0: so so if\n\nChannel 1: Okay?\n\nChannel 0: I go to... Okay. So if I go to Walmart now because I wanna buy a shirt for myself. I have dirty clothes, and I wanna go change my shirt. I won't have any problem with my card.\n\nRight?\n\nChannel 1: Mhmm. Yes. That's correct.\n\nChannel 0: There's no... Okay. There are no problem then. Okay. So all good now.\n\nRight?\n\nChannel 1: Yes. Yes. You're\n\nChannel 0: Alright.\n\nChannel 1: all good.\n\nChannel 0: Good. I...\n\nChannel 1: You don't have to worry.\n\nChannel 0: Okay. Alright. Thank you so much\n\nChannel 1: Thank\n\nChannel 0: for\n\nChannel 1: you.\n\nChannel 0: that. I was getting very worried.\n\nChannel 1: Thank you. You don't have to worry. Thank you very much, sir. And thank you for being with us, and take care. Okay?\n\nHave a great day.\n\nChannel 0: Alright. Take care. You too. Thank you so much. Bye.\n\nChannel 1: Bye\n\nChannel 0: Bye.\n\nChannel 1: bye. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Monitored and recorded, and your voice may be used for verification.","start":0.24,"end":3.54,"sentiment":"neutral","sentiment_score":-0.020257549402727323},{"text":"Welcome to Chase.","start":7.12,"end":8.34,"sentiment":"neutral","sentiment_score":0.06550855313738187},{"text":"Please enter your debit card, account number, or user ID followed by the pound key.","start":11.28,"end":17.075,"sentiment":"neutral","sentiment_score":0.02179798154781262},{"text":"To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8.","start":17.375,"end":24.595001,"sentiment":"neutral","sentiment_score":-0.038540803361684084},{"text":"For other options, press 2.","start":24.814999,"end":27.075,"sentiment":"neutral","sentiment_score":-0.0017271670512855053}],"sentiment":"neutral","sentiment_score":-0.00649252699688077,"channel":1,"num_words":50,"start":0.24,"end":27.075},{"sentences":[{"text":"For credit card, loan, or 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2.","start":65.64,"end":67.82,"sentiment":"neutral","sentiment_score":0.0005022069439291954}],"sentiment":"neutral","sentiment_score":-0.00471811062118537,"channel":1,"num_words":71,"start":37.07,"end":67.82},{"sentences":[{"text":"For credit card, loan, or line information and payments, press 1.","start":79.235,"end":83.69,"sentiment":"neutral","sentiment_score":0.0017371525649319995},{"text":"To return to the previous menu to access your checking, savings, CD, or IRA account, press 2.","start":83.99,"end":91.13,"sentiment":"neutral","sentiment_score":-0.0043634743265369355},{"text":"To speak to a customer service specialist, press 0.","start":91.35,"end":94.729996,"sentiment":"neutral","sentiment_score":-0.005493917554203007},{"text":"Before we connect you to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key so our specialist will know who you are when they answer your call.","start":98.235,"end":110.415,"sentiment":"neutral","sentiment_score":-0.01734835626809178},{"text":"We're sorry.","start":128.19499,"end":128.935,"sentiment":"neutral","sentiment_score":-0.1655857414007187}],"sentiment":"neutral","sentiment_score":-0.014178635632178109,"channel":1,"num_words":76,"start":79.235,"end":128.935},{"sentences":[{"text":"The information entered did not match our records.","start":129.155,"end":131.97499,"sentiment":"neutral","sentiment_score":-0.2839187365025282},{"text":"Please enter your debit card PIN, the same PIN you used at the ATM.","start":132.035,"end":136.455,"sentiment":"neutral","sentiment_score":-0.10252383351325989},{"text":"If calling with questions on your personal banking account, press 1.","start":144.07,"end":148.17001,"sentiment":"neutral","sentiment_score":-0.0466105578975244},{"text":"If calling with questions on your business banking account, press 2.","start":148.47,"end":152.49,"sentiment":"neutral","sentiment_score":-0.03329975395040079},{"text":"Welcome to Chase customer service.","start":159.30501,"end":161.405,"sentiment":"neutral","sentiment_score":0.20978945940732957}],"sentiment":"neutral","sentiment_score":-0.07217856519380395,"channel":1,"num_words":49,"start":129.155,"end":161.405},{"sentences":[{"text":"We take pride in providing you with excellent service and look forward to speaking with you.","start":161.865,"end":166.74,"sentiment":"positive","sentiment_score":0.5067035369575024},{"text":"A customer service specialist will assist you as soon as possible.","start":167.06001,"end":170.44,"sentiment":"neutral","sentiment_score":0.20766159350221808},{"text":"Chase consumer banking.","start":183.765,"end":184.965,"sentiment":"neutral","sentiment_score":0.07090280950069427},{"text":"My name is Eve.","start":184.965,"end":185.845,"sentiment":"neutral","sentiment_score":0.07874134462326765},{"text":"May I have your first and last name, please?","start":185.845,"end":187.705,"sentiment":"neutral","sentiment_score":0.04558261980613073}],"sentiment":"neutral","sentiment_score":0.26347561639755274,"channel":1,"num_words":43,"start":161.865,"end":187.705},{"sentences":[{"text":"Hey.","start":189.565,"end":189.88501,"sentiment":"neutral","sentiment_score":0.1366390883922577},{"text":"My name is Chinedu Ubah.","start":189.88501,"end":192.205,"sentiment":"neutral","sentiment_score":0.1235279232263565},{"text":"How are you?","start":192.205,"end":193.02501,"sentiment":"neutral","sentiment_score":0.15004115800062814}],"sentiment":"neutral","sentiment_score":0.1338224642806583,"channel":0,"num_words":9,"start":189.565,"end":193.02501},{"sentences":[{"text":"You're doing good, sir.","start":195.33,"end":196.45,"sentiment":"positive","sentiment_score":0.5829969793558121},{"text":"Thank you for asking.","start":196.45,"end":197.48999,"sentiment":"positive","sentiment_score":0.567372739315033},{"text":"How about you?","start":197.48999,"end":198.53,"sentiment":"positive","sentiment_score":0.3360183735688527},{"text":"And how can I help you in your account?","start":198.53,"end":200.23,"sentiment":"neutral","sentiment_score":0.26239194141493904}],"sentiment":"positive","sentiment_score":0.3985530734062195,"channel":1,"num_words":20,"start":195.33,"end":200.23},{"sentences":[{"text":"Hello?","start":200.74,"end":201.24,"sentiment":"neutral","sentiment_score":0.1725761890411377},{"text":"I'm I'm good.","start":201.62001,"end":202.74,"sentiment":"neutral","sentiment_score":0.27043106655279797},{"text":"Yeah.","start":202.74,"end":203.06001,"sentiment":"neutral","sentiment_score":-0.022210311144590374},{"text":"I'm just trying to get some information on my account.","start":203.06001,"end":205.8,"sentiment":"neutral","sentiment_score":-0.12806410938501359},{"text":"I came into Chicago last night, and I was trying to use my card in a 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send me the when did you send me the...","start":476.05,"end":480.995,"sentiment":"neutral","sentiment_score":-0.08321154043078423},{"text":"For the light?","start":481.935,"end":482.835,"sentiment":"neutral","sentiment_score":-0.097047654290994}],"sentiment":"neutral","sentiment_score":-0.08640448978314033,"channel":0,"num_words":13,"start":476.05,"end":482.835},{"sentences":[{"text":"Pardon, Lauren.","start":484.4,"end":485.13998,"sentiment":"neutral","sentiment_score":-0.09124457091093063},{"text":"When you actually tried to make the transaction on that same time, you would be able to...","start":485.44,"end":491.315,"sentiment":"neutral","sentiment_score":0.06708220512989689},{"text":"Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number.","start":491.315,"end":500.135,"sentiment":"neutral","sentiment_score":0.08792787315002804},{"text":"So once you receive that alert, you will 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what do you mean by right information?","start":1000.955,"end":1002.655,"sentiment":"neutral","sentiment_score":-0.06678972207009792},{"text":"Sorry?","start":1003.515,"end":1004.015,"sentiment":"neutral","sentiment_score":-0.07524612545967102}],"sentiment":"neutral","sentiment_score":-0.06772932244671716,"channel":0,"num_words":9,"start":1000.955,"end":1004.015},{"sentences":[{"text":"What what I mean, sir, is are you using Apple Pay to pay for this transaction?","start":1005.57495,"end":1009.915,"sentiment":"neutral","sentiment_score":-0.0570363774895668}],"sentiment":"neutral","sentiment_score":-0.0570363774895668,"channel":1,"num_words":16,"start":1005.57495,"end":1009.915},{"sentences":[{"text":"No.","start":1011.09,"end":1011.59,"sentiment":"neutral","sentiment_score":-0.2461385726928711},{"text":"I was using the card itself.","start":1011.97003,"end":1013.65,"sentiment":"neutral","sentiment_score":-0.1772999962170919},{"text":"I was using the card to insert, you know, insert the card into the terminal.","start":1013.65,"end":1018.495,"sentiment":"neutral","sentiment_score":0.015236102417111397}],"sentiment":"neutral","sentiment_score":-0.04915440971539779,"channel":0,"num_words":22,"start":1011.09,"end":1018.495},{"sentences":[{"text":"I see.","start":1021.25,"end":1021.73,"sentiment":"neutral","sentiment_score":0.01867944421246648},{"text":"Okay.","start":1021.73,"end":1022.23,"sentiment":"neutral","sentiment_score":0.08620045334100723},{"text":"No worries.","start":1022.61,"end":1023.25,"sentiment":"neutral","sentiment_score":0.1401989459991455},{"text":"Let me just double check on it, okay, for you just so 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sure","start":1029.7051,"end":1030.265,"sentiment":"neutral","sentiment_score":0.3239277998606364}],"sentiment":"neutral","sentiment_score":0.3239277998606364,"channel":1,"num_words":3,"start":1029.7051,"end":1030.265},{"sentences":[{"text":"Cool.","start":1030.075,"end":1030.575,"sentiment":"positive","sentiment_score":0.36778196692466736}],"sentiment":"positive","sentiment_score":0.36778196692466736,"channel":0,"num_words":1,"start":1030.075,"end":1030.575},{"sentences":[{"text":"and help you out with this 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out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up.","start":1035.545,"end":1044.9701,"sentiment":"neutral","sentiment_score":0.1987101204436401},{"text":"So","start":1045.3501,"end":1045.8501,"sentiment":"neutral","sentiment_score":0.04617971181869507}],"sentiment":"neutral","sentiment_score":0.19362577348947524,"channel":1,"num_words":30,"start":1035.545,"end":1045.8501},{"sentences":[{"text":"Okay.","start":1046.94,"end":1047.42,"sentiment":"neutral","sentiment_score":0.04407039284706116},{"text":"And can you just make sure that I get the notifications?","start":1047.42,"end":1050.7649,"sentiment":"neutral","sentiment_score":0.029367984526536682},{"text":"Because it seems like I'm not getting the 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everything.","start":1059.515,"end":1061.375,"sentiment":"neutral","sentiment_score":0.023139448091387748},{"text":"Okay?","start":1061.435,"end":1061.935,"sentiment":"neutral","sentiment_score":0.0318244993686676}],"sentiment":"neutral","sentiment_score":0.02339074627629348,"channel":1,"num_words":7,"start":1056.795,"end":1061.935},{"sentences":[{"text":"Okay.","start":1064.02,"end":1064.1,"sentiment":"neutral","sentiment_score":0.07178105413913727},{"text":"Cool.","start":1064.1,"end":1064.6,"sentiment":"neutral","sentiment_score":0.1006564348936081}],"sentiment":"neutral","sentiment_score":0.08621874451637268,"channel":0,"num_words":2,"start":1064.02,"end":1064.6},{"sentences":[{"text":"The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us.","start":1065.01,"end":1080.4149,"sentiment":"neutral","sentiment_score":-0.13843811303377151},{"text":"So that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud.","start":1080.6349,"end":1090.335,"sentiment":"neutral","sentiment_score":-0.11981273340907964},{"text":"Okay?","start":1091.96,"end":1092.46,"sentiment":"neutral","sentiment_score":-0.051056694239377975}],"sentiment":"neutral","sentiment_score":-0.12956061713131412,"channel":1,"num_words":56,"start":1065.01,"end":1092.46},{"sentences":[{"text":"I don't...","start":1093.4099,"end":1093.89,"sentiment":"neutral","sentiment_score":-0.09939948469400406},{"text":"I","start":1093.89,"end":1094.13,"sentiment":"neutral","sentiment_score":-0.09317070990800858}],"sentiment":"neutral","sentiment_score":-0.09732322643200557,"channel":0,"num_words":3,"start":1093.4099,"end":1094.13},{"sentences":[{"text":"So","start":1094.12,"end":1094.36,"sentiment":"neutral","sentiment_score":-0.08654243499040604}],"sentiment":"neutral","sentiment_score":-0.08654243499040604,"channel":1,"num_words":1,"start":1094.12,"end":1094.36},{"sentences":[{"text":"I 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on","start":1103.96,"end":1107.6749,"sentiment":"neutral","sentiment_score":-0.06003124825656414}],"sentiment":"neutral","sentiment_score":-0.06003124825656414,"channel":1,"num_words":4,"start":1103.96,"end":1107.6749},{"sentences":[{"text":"Address","start":1107.6051,"end":1108.0851,"sentiment":"neutral","sentiment_score":-0.05430835485458374}],"sentiment":"neutral","sentiment_score":-0.05430835485458374,"channel":0,"num_words":1,"start":1107.6051,"end":1108.0851},{"sentences":[{"text":"the 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don't have to worry since I already cleared it out.","start":1112.155,"end":1115.215,"sentiment":"neutral","sentiment_score":0.13808303394100882},{"text":"We're","start":1116.475,"end":1116.795,"sentiment":"neutral","sentiment_score":0.21430540084838867}],"sentiment":"neutral","sentiment_score":0.14443489784995714,"channel":1,"num_words":12,"start":1112.155,"end":1116.795},{"sentences":[{"text":"Okay.","start":1116.7251,"end":1117.2251,"sentiment":"neutral","sentiment_score":0.16846737265586853}],"sentiment":"neutral","sentiment_score":0.16846737265586853,"channel":0,"num_words":1,"start":1116.7251,"end":1117.2251},{"sentences":[{"text":"already 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correct.","start":1133.2699,"end":1134.09,"sentiment":"neutral","sentiment_score":0.1531980186700821}],"sentiment":"neutral","sentiment_score":0.11114408448338509,"channel":1,"num_words":4,"start":1130.87,"end":1134.09},{"sentences":[{"text":"There's no...","start":1136.115,"end":1136.6749,"sentiment":"neutral","sentiment_score":0.07342904806137085},{"text":"Okay.","start":1136.6749,"end":1136.995,"sentiment":"neutral","sentiment_score":0.13764992356300354},{"text":"There are no problem then.","start":1136.995,"end":1138.0349,"sentiment":"neutral","sentiment_score":0.1957196354866028},{"text":"Okay.","start":1138.0349,"end":1138.5349,"sentiment":"neutral","sentiment_score":0.31053924560546875},{"text":"So all good now.","start":1138.595,"end":1139.635,"sentiment":"positive","sentiment_score":0.4148445501923561}],"sentiment":"neutral","sentiment_score":0.24869412642258865,"channel":0,"num_words":13,"start":1136.115,"end":1139.635},{"sentences":[{"text":"Right?","start":1139.635,"end":1140.135,"sentiment":"neutral","sentiment_score":0.29905372858047485}],"sentiment":"neutral","sentiment_score":0.29905372858047485,"channel":0,"num_words":1,"start":1139.635,"end":1140.135},{"sentences":[{"text":"Yes.","start":1142.495,"end":1142.895,"sentiment":"neutral","sentiment_score":0.2265499532222748},{"text":"Yes.","start":1142.895,"end":1143.215,"sentiment":"neutral","sentiment_score":0.2337491810321808},{"text":"You're","start":1143.215,"end":1143.615,"sentiment":"neutral","sentiment_score":0.31517189741134644}],"sentiment":"neutral","sentiment_score":0.25849034388860065,"channel":1,"num_words":3,"start":1142.495,"end":1143.615},{"sentences":[{"text":"Alright.","start":1143.3949,"end":1143.8949,"sentiment":"positive","sentiment_score":0.3667720556259155}],"sentiment":"positive","sentiment_score":0.3667720556259155,"channel":0,"num_words":1,"start":1143.3949,"end":1143.8949},{"sentences":[{"text":"all good.","start":1143.615,"end":1144.355,"sentiment":"positive","sentiment_score":0.5021893084049225}],"sentiment":"positive","sentiment_score":0.5021893084049225,"channel":1,"num_words":2,"start":1143.615,"end":1144.355},{"sentences":[{"text":"Good.","start":1143.955,"end":1144.35,"sentiment":"positive","sentiment_score":0.4020270705223083},{"text":"I...","start":1144.83,"end":1145.33,"sentiment":"neutral","sentiment_score":0.21650394797325137}],"sentiment":"neutral","sentiment_score":0.30926550924777985,"channel":0,"num_words":2,"start":1143.955,"end":1145.33},{"sentences":[{"text":"You don't have to worry.","start":1144.895,"end":1146.1951,"sentiment":"neutral","sentiment_score":0.23750690519809722}],"sentiment":"neutral","sentiment_score":0.23750690519809722,"channel":1,"num_words":5,"start":1144.895,"end":1146.1951},{"sentences":[{"text":"Okay.","start":1146.19,"end":1146.69,"sentiment":"neutral","sentiment_score":0.23709522187709808},{"text":"Alright.","start":1148.35,"end":1148.85,"sentiment":"neutral","sentiment_score":0.3049447536468506},{"text":"Thank you so much","start":1148.99,"end":1149.87,"sentiment":"positive","sentiment_score":0.5139942467212677}],"sentiment":"positive","sentiment_score":0.4330028270681699,"channel":0,"num_words":6,"start":1146.19,"end":1149.87},{"sentences":[{"text":"Thank","start":1149.775,"end":1150.095,"sentiment":"positive","sentiment_score":0.4284811317920685}],"sentiment":"positive","sentiment_score":0.4284811317920685,"channel":1,"num_words":1,"start":1149.775,"end":1150.095},{"sentences":[{"text":"for","start":1149.87,"end":1150.27,"sentiment":"positive","sentiment_score":0.555189847946167}],"sentiment":"positive","sentiment_score":0.555189847946167,"channel":0,"num_words":1,"start":1149.87,"end":1150.27},{"sentences":[{"text":"you.","start":1150.095,"end":1150.595,"sentiment":"positive","sentiment_score":0.4281081557273865}],"sentiment":"positive","sentiment_score":0.4281081557273865,"channel":1,"num_words":1,"start":1150.095,"end":1150.595},{"sentences":[{"text":"that.","start":1150.27,"end":1150.51,"sentiment":"neutral","sentiment_score":-0.012871552258729936},{"text":"I was getting very worried.","start":1150.51,"end":1151.8099,"sentiment":"neutral","sentiment_score":-0.31990074515342715}],"sentiment":"neutral","sentiment_score":-0.2687292130043109,"channel":0,"num_words":6,"start":1150.27,"end":1151.8099},{"sentences":[{"text":"Thank you.","start":1153.61,"end":1154.51,"sentiment":"neutral","sentiment_score":-0.06185031402856111},{"text":"You don't have to worry.","start":1154.73,"end":1156.01,"sentiment":"positive","sentiment_score":0.3808543771505356},{"text":"Thank you very much, sir.","start":1156.01,"end":1157.361,"sentiment":"positive","sentiment_score":0.813097608089447},{"text":"And thank you for being with us, and take care.","start":1157.601,"end":1159.921,"sentiment":"positive","sentiment_score":0.7858598172664643},{"text":"Okay?","start":1159.921,"end":1160.421,"sentiment":"positive","sentiment_score":0.5731361508369446}],"sentiment":"positive","sentiment_score":0.6207736357236686,"channel":1,"num_words":23,"start":1153.61,"end":1160.421},{"sentences":[{"text":"Have a great day.","start":1161.361,"end":1162.421,"sentiment":"positive","sentiment_score":0.7666778117418289}],"sentiment":"positive","sentiment_score":0.7666778117418289,"channel":1,"num_words":4,"start":1161.361,"end":1162.421},{"sentences":[{"text":"Alright.","start":1162.185,"end":1162.425,"sentiment":"positive","sentiment_score":0.4707068800926209},{"text":"Take care.","start":1162.425,"end":1162.905,"sentiment":"positive","sentiment_score":0.5452036559581757},{"text":"You too.","start":1162.905,"end":1163.305,"sentiment":"positive","sentiment_score":0.47525373101234436},{"text":"Thank you so much.","start":1163.305,"end":1164.185,"sentiment":"positive","sentiment_score":0.7486363351345062},{"text":"Bye.","start":1164.185,"end":1164.665,"sentiment":"positive","sentiment_score":0.3670811057090759}],"sentiment":"positive","sentiment_score":0.5873248100280761,"channel":0,"num_words":10,"start":1162.185,"end":1164.665},{"sentences":[{"text":"Bye","start":1164.5609,"end":1164.8009,"sentiment":"neutral","sentiment_score":0.15743261575698853}],"sentiment":"neutral","sentiment_score":0.15743261575698853,"channel":1,"num_words":1,"start":1164.5609,"end":1164.8009},{"sentences":[{"text":"Bye.","start":1164.665,"end":1165.165,"sentiment":"neutral","sentiment_score":0.16705107688903809}],"sentiment":"neutral","sentiment_score":0.16705107688903809,"channel":0,"num_words":1,"start":1164.665,"end":1165.165},{"sentences":[{"text":"bye.","start":1164.8009,"end":1165.3009,"sentiment":"neutral","sentiment_score":0.20352910459041595},{"text":"Thank you.","start":1166.401,"end":1166.881,"sentiment":"positive","sentiment_score":0.6114621162414551},{"text":"Bye bye.","start":1166.881,"end":1167.541,"sentiment":"neutral","sentiment_score":0.038640692830085754}],"sentiment":"neutral","sentiment_score":0.30074694454669954,"channel":1,"num_words":5,"start":1164.8009,"end":1167.541}]},"summary":{"result":"success","short":"The caller is trying to use their debit card at a hotel but it keeps declining. The representative advises them to update their address and CVV and expiration date to ensure the card is linked. The agent suggests contacting a merchant to update their credentials and provides assistance with fraud alerts and credit block. The call ends with the customer expressing gratitude for the help."},"intents":{"segments":[{"text":"Welcome to Chase. Please enter your debit card, account number, or user ID followed by the pound key.","start_word":11,"end_word":28,"intents":[{"intent":"Provide information","confidence_score":0.007284306}]},{"text":"And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining. So I'm like, what do I do?","start_word":369,"end_word":401,"intents":[{"intent":"Check card status","confidence_score":0.054077815}]},{"text":"So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here?","start_word":449,"end_word":486,"intents":[{"intent":"Assist with card verification","confidence_score":0.0701157},{"intent":"Retrieve account information","confidence_score":0.010147245}]},{"text":"The full address, it's 5589. Hold on. I got that one for you. I'll just... Are you there? Hello. Double check. Yes. I'm still here. The full address Can is you double five... check your address, Yeah. sir? The full add... The address is 5567 Palmeir Lane In Parker, Colorado 80134. Thank you so much.","start_word":487,"end_word":541,"intents":[{"intent":"Provide address","confidence_score":0.0771217}]},{"text":"So can you help me with the last four digits of the card that we used to make that transaction?","start_word":554,"end_word":573,"intents":[{"intent":"Verify card information","confidence_score":0.021338644}]},{"text":"She said it's a fraud alert, that there's something on the card. I'm like, no. I used... It is the same card I used to pay for this same hotel. And then they looked at it. They say, yes.","start_word":686,"end_word":724,"intents":[{"intent":"Resolve fraud alert","confidence_score":0.027406812}]},{"text":"So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name. And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through. So if you No.","start_word":851,"end_word":926,"intents":[{"intent":"Update address and credential information","confidence_score":0.0073739225}]},{"text":"You haven't Okay. received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps. Okay? Okay.","start_word":1346,"end_word":1373,"intents":[{"intent":"Request callback","confidence_score":0.11341901}]},{"text":"Can your you send phone number, me sir, can you and send email. me an allot?","start_word":1553,"end_word":1568,"intents":[{"intent":"Confirm phone number","confidence_score":0.01872623},{"intent":"Send email","confidence_score":0.56640995},{"intent":"Confirm email","confidence_score":0.5619615},{"intent":"Correct email","confidence_score":0.016751464}]},{"text":"However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file. Maybe it is not properly formatted because you you are not putting the 61 because that's my Australian number. And then you're sending it just like that. Maybe that's why it's not coming through. Okay.","start_word":1738,"end_word":1807,"intents":[{"intent":"Send alerts","confidence_score":0.03943801}]},{"text":"Can you also unblock can you also unblock my card just in case it's blocked before you connect me, please?","start_word":1943,"end_word":1962,"intents":[{"intent":"Unblock card","confidence_score":0.0033669441}]},{"text":"Can you So transfer there we go, me? sir. Connect you over Okay. right Transfer now. me Sure.","start_word":1995,"end_word":2012,"intents":[{"intent":"Transfer call","confidence_score":0.44909197}]},{"text":"So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously I'm not... declined. Yeah.","start_word":2116,"end_word":2143,"intents":[{"intent":"Request assistance with fraud alerts","confidence_score":0.02408884}]},{"text":"I was using the card to insert, you know, insert the card into the terminal. I see. Okay. No worries. Let me just double check on it, okay, for you just so we'll Okay. be able Alright. to make sure Cool. and help you out with this transaction. Okay.","start_word":2406,"end_word":2454,"intents":[{"intent":"Initiate transaction","confidence_score":0.014101213}]},{"text":"And can you just make sure that I get the notifications? Because it seems like I'm not getting the notifications. Okay.","start_word":2489,"end_word":2509,"intents":[{"intent":"Answer inquiries","confidence_score":0.0003422524}]},{"text":"I don't... I So I don't we understand. just wanted to make sure if it's really yours. It was not declined due to a fraud alert, sir.","start_word":2574,"end_word":2600,"intents":[{"intent":"Verify identity","confidence_score":0.07002471}]}]},"sentiments":{"segments":[{"text":"Monitored and recorded, and your voice may be used for verification. Welcome to Chase. Please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2. For credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key. To report your debit card lost, stolen, or damaged, or to report unrecognized charges, press 8. For other options, press 2. For credit card, loan, or line information and payments, press 1. To return to the previous menu to access your checking, savings, CD, or IRA account, press 2. To speak to a customer service specialist, press 0. Before we connect you to a customer service specialist, please enter your debit card, account number, or user ID followed by the pound key so our specialist will know who you are when they answer your call. We're sorry. The information entered did not match our records. Please enter your debit card PIN, the same PIN you used at the ATM. If calling with questions on your personal banking account, press 1. If calling with questions on your business banking account, press 2. Welcome to Chase customer service.","start_word":0,"end_word":245,"sentiment":"neutral","sentiment_score":-0.02242719940841198},{"text":"We take pride in providing you with excellent service and look forward to speaking with you.","start_word":246,"end_word":261,"sentiment":"positive","sentiment_score":0.4983018934726715},{"text":"A customer service specialist will assist you as soon as possible. Chase consumer banking. My name is Eve. May I have your first and last name, please? Hey. My name is Chinedu Ubah. How are you?","start_word":262,"end_word":297,"sentiment":"neutral","sentiment_score":0.12042498588562012},{"text":"You're doing good, sir. Thank you for asking. How about you?","start_word":298,"end_word":308,"sentiment":"positive","sentiment_score":0.5223564505577087},{"text":"And how can I help you in your account? Hello? I'm I'm good. Yeah. I'm just trying to get some information on my account. I came into Chicago last night, and I was trying to use my card in a hotel.","start_word":309,"end_word":349,"sentiment":"neutral","sentiment_score":-0.024075424298644062},{"text":"And it will not work, but I used it in a category that brought me to the hotel.","start_word":350,"end_word":367,"sentiment":"negative","sentiment_score":-0.3430013358592987},{"text":"And then I I was trying to put my card on file so that they will have my card on file, and it just kept declining. So I'm like, what do I do? I tried to call last night, very early this morning.","start_word":368,"end_word":410,"sentiment":"neutral","sentiment_score":-0.2698928713798523},{"text":"I could not get through.","start_word":411,"end_word":415,"sentiment":"negative","sentiment_score":-0.37285661697387695},{"text":"It said something about the... This office is now closed. Call back again.","start_word":416,"end_word":428,"sentiment":"neutral","sentiment_score":-0.2211751937866211},{"text":"I understand your concern regarding that card that you have that was declined. I know that this is really concerning.","start_word":429,"end_word":448,"sentiment":"negative","sentiment_score":-0.3707924783229828},{"text":"So for me to further assist you with that in checking the reason why it was declined, can you help me with your full address for verification, sir, so that we can pull up your account in here? The full address, it's 5589. Hold on. I got that one for you. I'll just... Are you there? Hello. Double check. Yes. I'm still here. The full address Can is you double five... check your address, Yeah. sir? The full add... The address is 5567 Palmeir Lane In Parker, Colorado 80134.","start_word":449,"end_word":537,"sentiment":"neutral","sentiment_score":-0.01237290631979704},{"text":"Thank you so much.","start_word":538,"end_word":541,"sentiment":"positive","sentiment_score":0.3543322682380676},{"text":"And please be advised that this call is being monitored and recorded. So can you help me with the last four digits of the card that we used to make that transaction? 9981. Thank you, sir. So I'll go ahead and take a look at the transaction here. Can you tell me the amount of the transaction that you tried to make? I don't know. I don't I don't know the amount. Why? Because I was checking in. I've already paid for the hotel with the same card. I've already paid for the hotel. And then I come in, you Oh. know, you you know how they tell you, okay, you have to put a a card on file. Right? And then I tried to... I told Alrighty. them, okay, Take my card. Take my card on file. And she tried to do it. She said it's a fraud alert, that there's something on the card. I'm like, no. I used... It is the same card I used to pay for this same hotel. And then they looked at it. They say, yes. It's the same card. And then she said, okay. Go and carry that with the bank and come back for us. Okay. I see. I understand your concern, sir. So, actually, I double checked the information. I see those declined transaction from Chicago West... Weston Lombard. So the Yes. information that That's I can right. see Correct. here is that... Yes.","start_word":542,"end_word":785,"sentiment":"neutral","sentiment_score":-0.08580487687140703},{"text":"So one of the reason why it was actually declined, sir, is because we sent you a notification to your mobile phone number regarding this transaction, and we haven't received any response to that fraud alert that we sent. So that is the first reason why it was declined.","start_word":786,"end_word":834,"sentiment":"negative","sentiment_score":-0.4511729478836059},{"text":"The second one is that you have an add... A mismatch of credentials to the merchant. So you will need to contact them directly and update your address information, your CVV, and expiration date so that you can make sure that the address actually match, especially the ZIP code, the street name. And if the address already match, you can double check the card number, the CVV, or the expiration date that have with there on file so that you can make sure that the transaction went through. So if you No. already updated I don't your think information, so. I think... sir, what? Mhmm. Sorry. Let let me explain. So They I used to think they would... that once They told me to insert... They they told me to insert the card into the terminal. I'm not reading the card manually. They told me to insert it into the terminal, and then I'll insert it into the terminal, but that's all. And then it said the declined. I understand, sir. But still, with regards to the address that you provided with the merchant, you will need to make sure that it actually matches to the one that we have on file, sir.","start_word":835,"end_word":1037,"sentiment":"neutral","sentiment_score":-0.15152254700660706},{"text":"Because the... There is actually two error here why the transaction got declined. First, you haven't responded to the fraud alert, and second is credential mismatch.","start_word":1038,"end_word":1063,"sentiment":"negative","sentiment_score":-0.4875625669956207},{"text":"Oh, okay. So once you When already updated did your did information you send me the when did you send me the... For the light? Pardon, Lauren. When you actually tried to make the transaction on that same time, you would be able to... Once they punch your card or they actually use their card there or inserted your card, Chase will send you an alert through either your email or phone number. So once you receive that alert, you will need to respond to that right away in that specific alert that you receive. Okay. I didn't get any alerts sent to my email, and I'm calling you from that phone right now.","start_word":1064,"end_word":1177,"sentiment":"neutral","sentiment_score":-0.006617913757892032},{"text":"I didn't get any alerts either.","start_word":1178,"end_word":1183,"sentiment":"negative","sentiment_score":-0.4050126075744629},{"text":"So I was looking for the alert. They told me check your phone that that the bank may send you an alert.","start_word":1184,"end_word":1205,"sentiment":"neutral","sentiment_score":-0.2684956192970276},{"text":"And I I was looking at my phone, and there's no alert as of that time of the day. So... And I don't see any alerts at all. So that that that that that is probably why.","start_word":1206,"end_word":1242,"sentiment":"negative","sentiment_score":-0.4172587096691131},{"text":"Alright. So here's the thing, sir. One other option right now... I mean, one other error right now is that your credentials mismatch. So, basically, for that one, what I can advise you first is try to consult with a merchant first, double check your information in there. And then once you're ready, make sure that your address, CVV code, and expiration is actually matches on the one that we have on file. And the one that we have on your card, then you're all set for that one. You can try to make that transaction once again. If it's... You still... Okay. You haven't Okay. received another, fraud alert when you made the transaction, just give us a callback so that we can proceed with the next steps. Okay? Okay. That's... If you'd like Okay. right So now, right if you now, if if you'd I like go to... to if I go go Mhmm. to Sorry? Walmart right now, I just wanna go... If... For example, Mhmm. I wanna go to Walmart right now, and I wanna just buy a shirt from Walmart. That should... That's couldn't be a problem. Right? Mhmm. So if you're going to make a transaction for that Walmart, so that's the same issue that we can have, sir. Just in case you still haven't received any fraud alert, just give us a callback so that we can do with the next steps or proceed with the next steps. Okay. But why am I not getting Alright? there But a lot? make I sure used to to notate get there a lot. I do. Sorry? Have you already double checked your text messages or email on your spam email, sir? Because sometimes Yes. the... I've Probably checked. going I used to... I do remember I used to to get the a lot. Confirm Okay. Can your you send phone number, me sir, can you and send email. me an allot? Sorry. Can you send me the allot again? Just let Confirm... me see if I Sorry. I'm get it.","start_word":1243,"end_word":1587,"sentiment":"neutral","sentiment_score":-0.0062956884611344},{"text":"sorry to cut you off.","start_word":1588,"end_word":1592,"sentiment":"negative","sentiment_score":-0.36577481031417847},{"text":"Oh, the phone number is (720) 248-7031. So probably that's the reason, sir, Are you you there?","start_word":1593,"end_word":1609,"sentiment":"neutral","sentiment_score":-0.0621500201523304},{"text":"are not receiving the alert because the phone number that you have on file is different from the one that you've provided.","start_word":1610,"end_word":1631,"sentiment":"negative","sentiment_score":-0.38441160321235657},{"text":"Oh, okay. You have my Australian number. You have the 0432216070. Right? So we are sending those alerts, sir, to the phone number you have listed on the account with us. The And phone can number, you confirm is it the also number ending your email? in 6070? My email is Yes, chin sir. at Exactly. whole I t dot com dot a u. Chin,chin,@wholeit.com.au.","start_word":1632,"end_word":1696,"sentiment":"neutral","sentiment_score":0.030394509434700012},{"text":"The problem is that I can't Can you hear me good?","start_word":1697,"end_word":1707,"sentiment":"negative","sentiment_score":-0.5597448348999023},{"text":"I can Hello, hear you. sir? Hello? I can Okay. hear you. So that email that you... Okay. That email that you provided, sir, is actually matches on file. However, the phone number that you've mentioned, which is 6070, that is the one that we have on file here, and we are actually sending those alerts to the information that we have on file.","start_word":1708,"end_word":1771,"sentiment":"neutral","sentiment_score":-0.08534371317364275},{"text":"Maybe it is not properly formatted because you you are not putting the 61 because that's my Australian number. And then you're sending it just like that.","start_word":1772,"end_word":1798,"sentiment":"negative","sentiment_score":-0.3817214965820313},{"text":"Maybe that's why it's not coming through. Okay. Normally, So here's I used the thing, to get sir. the... Normally, I used to get... Yeah. Normally, I will get the email. When when I was in The US, maybe last year, I was getting the email when I make a transaction. But now I'm not getting it anymore. So if that is the case, sir, I'll connect you over to our fraud team so that they can further assist you regarding your concern that you're not receiving the fraud alert or making that transaction. So stay with me on the line so that I can connect Okay. you over. Okay? The summary of the conversation is already noted here. You don't need to repeat yourself once I Okay. connect you over. So stay with me on the line. Okay. Can you... Okay. Hold on. Can you also unblock can you also unblock my card just in case it's blocked before you connect me, please? So right now, sir, I take a look at your card. Your card is still in a good status. It's actually activated here. It was Okay. not locked. Okay. Okay. Now... Okay. Can you So transfer there we go, me? sir. Connect you over Okay. right Transfer now. me Sure. Just now. Alright. stay with me on the line.","start_word":1799,"end_word":2021,"sentiment":"neutral","sentiment_score":-0.0020424460526555777},{"text":"Thank Connecting you. you over right now.","start_word":2022,"end_word":2028,"sentiment":"positive","sentiment_score":0.3985583782196045},{"text":"And if there's something else for me, this is Eve once again from Chase consumer banking.","start_word":2029,"end_word":2044,"sentiment":"neutral","sentiment_score":0.3161299526691437},{"text":"Have a wonderful day, and stay safe.","start_word":2045,"end_word":2051,"sentiment":"positive","sentiment_score":0.5373461246490479},{"text":"Thank you. Can you provide me your phone? Hello? My full name Oh, is no? Janet Uva. Hello? Sorry? Alright. Thank you, sir, mister Ruba. So, mister Ruba, I just want to inform you, sir, that this call will be monitored and recorded, and your voice may be used for verification. Okay? And can can you provide me the Jeruba. Okay.","start_word":2052,"end_word":2112,"sentiment":"neutral","sentiment_score":0.07988882590024197},{"text":"Thank you.","start_word":2113,"end_word":2114,"sentiment":"positive","sentiment_score":0.45907101035118103},{"text":"9981. So as per checking right here, sir, So as per checking right here, sir, you're not receiving any fraud alerts even if it continuously I'm not... declined. Yeah. I'm Right? not receiving a lot. Yes. I'm not Okay.","start_word":2115,"end_word":2153,"sentiment":"neutral","sentiment_score":-0.18979479372501373},{"text":"receiving a lot, and that is why my card has been declined. It it declined last night, and I just found out that I was waiting for an alert, but I didn't see it.","start_word":2154,"end_word":2187,"sentiment":"negative","sentiment_score":-0.3861521780490875},{"text":"So I think that's why. Mhmm. I see. Okay. Alright, sir.","start_word":2188,"end_word":2198,"sentiment":"neutral","sentiment_score":-0.02211879752576351},{"text":"We can definitely help you out with it.","start_word":2199,"end_word":2206,"sentiment":"positive","sentiment_score":0.5572614669799805},{"text":"As per checking, it's Chicago, Westin, Wombang... I mean, Lombard. Yes. Is that correct? Yes. Correct. Okay. Yes. What type of transaction was this, sir? Just for us No. I was just... I checked to into a hotel. I came in for a conference... Come to your conference, and I checked into a hotel. And then, you know, when you check into a hotel, sometimes they make ask you sure. to to put a card on file. Right? Yes. Yes. So I inserted That's correct. my card into this terminal. I inserted my card into the terminal, and it it kept declining. So I was worried that there's something wrong with my card. Mhmm. I see. So let me just double check on it for you. Okay? Because as per checking Yeah. right here, it's just a fraud alert, and then it just wanted you to input the same... The right information when trying to purchase. So are you using Okay. Apple What Pay is... today? What what do you mean by right information? Sorry? What what I mean, sir, is are you using Apple Pay to pay for this transaction? No. I was using the card itself. I was using the card to insert, you know, insert the card into the terminal. I see. Okay. No worries. Let me just double check on it, okay, for you just so we'll Okay. be able Alright.","start_word":2207,"end_word":2441,"sentiment":"neutral","sentiment_score":-0.03605147365559923},{"text":"to make sure Cool. and help you out with this transaction.","start_word":2442,"end_word":2452,"sentiment":"positive","sentiment_score":0.4112296402454376},{"text":"Okay. So I'll just Okay. have to clear this out for you, sir, okay, so that you won't be having the same issues again just for us to make sure and clear everything up. So Okay. And can you just make sure that I get the notifications? Because it seems like I'm not getting the notifications. Okay. Let me just input everything. Okay? Okay. Cool. The reason there is no notification that was sent to you, sir, because this is more likely address mismatch and a fraud alert that will need to be initiated and validated by us. So that's the reason why it usually don't send something like this for a fraud alert because there's really no such fraud. Okay? I don't... I So I don't we understand. just wanted to make sure if it's really yours. It was not declined due to a fraud alert, sir. Some declined Okay. because of mismatch on Address the information. mismatch. Mhmm. Yes. But Okay. you don't have to worry since I already cleared it out. We're Okay. already good Okay. to Okay. go. So You can't so so initiate the transaction. so so if Okay? I go to... Okay. So if I go to Walmart now because I wanna buy a shirt for myself. I have dirty clothes, and I wanna go change my shirt. I won't have any problem with my card. Right? Mhmm. Yes. That's correct. There's no... Okay. There are no problem then. Okay.","start_word":2453,"end_word":2698,"sentiment":"neutral","sentiment_score":0.026569580659270287},{"text":"So all good now.","start_word":2699,"end_word":2702,"sentiment":"positive","sentiment_score":0.4165780246257782},{"text":"Right? Yes. Yes.","start_word":2703,"end_word":2705,"sentiment":"neutral","sentiment_score":0.2531176507472992},{"text":"You're Alright. all good. Good.","start_word":2706,"end_word":2710,"sentiment":"positive","sentiment_score":0.39331793785095215},{"text":"I... You don't have to worry. Okay. Alright.","start_word":2711,"end_word":2718,"sentiment":"neutral","sentiment_score":0.24894240498542783},{"text":"Thank you so much Thank for you.","start_word":2719,"end_word":2725,"sentiment":"positive","sentiment_score":0.486983060836792},{"text":"that. I was getting very worried. Thank you.","start_word":2726,"end_word":2733,"sentiment":"neutral","sentiment_score":-0.1818121373653412},{"text":"You don't have to worry. Thank you very much, sir. And thank you for being with us, and take care. Okay? Have a great day. Alright. Take care. You too. Thank you so much. Bye.","start_word":2734,"end_word":2768,"sentiment":"positive","sentiment_score":0.6345967054367065},{"text":"Bye Bye. bye.","start_word":2769,"end_word":2771,"sentiment":"neutral","sentiment_score":0.17832571268081665},{"text":"Thank you.","start_word":2772,"end_word":2773,"sentiment":"positive","sentiment_score":0.6133699417114258},{"text":"Bye bye.","start_word":2774,"end_word":2775,"sentiment":"neutral","sentiment_score":0.2763875126838684}],"average":{"sentiment":"neutral","sentiment_score":-0.039433771802624015}}}}