{"metadata":{"transaction_key":"deprecated","request_id":"01a05b4d-57fe-7912-a42d-86e4111419b1","sha256":"f764d1b907565d572aabdcb4b6a92bb05a10201630d27824ac1f669b8f55161b","created":"2026-09-01T04:49:53.844Z","duration":1435.032,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":3561,"output_tokens":90},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3967,"output_tokens":3975},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3967,"output_tokens":216}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel. My name is Mary. Hi. My name is Mary. Yes. I can hear you. Can you hear me? Oh my god. I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support? I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us? Mhmm. I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection. But no worries. If you could give us a chance to look into this further, I'll take a look and check further regarding the invoice or the billing that you receive right now. Then later, we'll work on your Internet service and look deeper through our technical support team. Okay? Thank you so much. I need to pull up your account. Could you provide me the complete name associated with data? I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account. Sorry. What's the name again? V o h a I d okay. Thank you so much. How about the last name on the account? Thank you so much, Zohayb. Did I pronounce it correctly? Alright. Thank you so much. Just give me one second. I have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS. Let me see now your the invoice that was just sent to you. Okay? Let me also go to our website as well. Because right now, I'm seeing a 500 m d p s on your plan, which is mhmm. Yes. Yes. For the delivery fee. Hold on. Hold on. For a Supe Dummy. You mentioned about $76 and in size? Yes. I'm on the website, and that's for the supa family fast for 100 over 40 MBBS. And looking at your current subscription, it's actually a 500 over 50 m d p s. But Yes. Mhmm. Mhmm. Mhmm. I really understand where you're coming from, so high. The prices on the website is actually the discounted price for the current I mean, there from the current regular price. Before we go through with your plan again, so what you previously plan was 100. However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS. Right? Yes. Hold on. Let me just see. Mhmm. Okay. Let me just review here further. Okay? Please stay on the line. Yeah. I'm currently seeing let me just I just wanna make sure that I won't miss any communication that you had with us. So please give me a second. It will take a couple of minutes. I just wanna make sure that we'll be, you know, reviewing everything, what happened before during your the day when you subscribed with us or started your plan. Register that we'll work on this together, Zohad. We'll make sure to fix things for you and sort everything out. Okay? I'll make sure of that. So please stay on the line, and I'll get back to you. Please hold within two minutes, and I'll get back to you. Okay? Thank you. Hello, Doha. Hi. Thank you so much for holding. I actually reviewed your account, and, yes, you are correct. And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS. I know that you've already talked to both of my colleagues. I know that you've also been informed that that's a boosted feature. We really acknowledge that, and we worked into it. I also saw here on your account as well that an upgrade would actually happen from a 100 MBPS to 500 MBPS. So this is actually one of the reason why you are seeing a current bill or an invoice for a $102 and sorry. $100.79. Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back. I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill. So to make sure or to make everything clear, you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade. Correct? Mhmm. Okay. Mhmm. Okay. Yes. Yeah. Yes. Mhmm. So Yes. No. Yes. No no worries, Zohai. I I I know where you're coming from, and we actually work here hand in hand. We all work here together. And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern. Like, he he actually attended your concern right away. He wanted to make sure that you will be attended in every week in every ticket that you raised. I saw that during my I mean, the previous days or the previous weeks or the previous months that from the start of your son with us, Zohad. Rest assured that I will work on it for this. Okay? We'll work on it together. We are in this together. You, Zohad, me, and the rest of the team. We'll make sure to get these, things right for you. I know where what I know now what happened with the upgrade to a 100 MBPS. So the the the invoice that you receive right now stems to the 500 MBPS plan that is currently reflecting on your account. But I no worries for that. I'll go ahead and reach out to the technical support team to know more about what happened. Okay? But I I hear you, Zohai. I really acknowledge, and I actually appreciate you telling me those feedback. Rest assured that we are working our lapses. And please, Nuhive, please do give us a chance to, you know, get your trust with us. I know it's been there has been an issue with our service, but we want you to stay as we want to to make sure that Airtel is giving you the best possible service and also Internet service that you should be receiving. Okay? Thank you so much. So if you could give me time, I will give you a callback within fifteen to twenty minutes or so. But I'll make sure I I'll just need to make sure that everything is sorted on my end before we fully go deeper to your current invoice right now. So right now, you'd please don't make any actions yet regarding your account balance or your invoice. I will look into this, and rest assured, I'll get back to you with answers. Okay? Thank you so much. No worries, Ojib. I just wanna make sure that everything right now is working properly on your end. As you mentioned, latency about your games. Is everything okay? How do you want me to check? Mhmm. So are you really decided that you are gonna change the service? I hope you give us a chance again. Yes. GST. Sure. Yes. I will mhmm. Mhmm. We take I mean, we have already annotated that and did by your feedback about the GST, we are actually currently working on our website to being more specific with the prices, including the GST. As, you know, I understand that you're a business owner as well. GST is needed to be paid. That's why a specific price with GST or excluding GST must also be added on the website. We really thank you for that. We really thank you for pointing that out, though, hype. Mhmm. So mhmm. Sure. Yes. Yes. I will. I will call you within the day. Yeah. Yeah. Yeah. Yeah. No worries. So have you are yeah. Yes. And we'll make sure to get everything right for you. Okay. Mhmm. Thank you so much, Zohas, and talk to you later. 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you for calling Airtel. My name is Mary. Hi. My name is Mary. Yes.\n\nI can hear you. Can you hear me? Oh my god. I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support? I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us?\n\nMhmm. I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection. But no worries. If you could give us a chance to look into this further, I'll take a look and check further regarding the invoice or the billing that you receive right now. Then later, we'll work on your Internet service and look deeper through our technical support team.\n\nOkay? Thank you so much. I need to pull up your account. Could you provide me the complete name associated with data? I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account.\n\nSorry. What's the name again? V o h a I d okay. Thank you so much. How about the last name on the account?\n\nThank you so much, Zohayb. Did I pronounce it correctly? Alright. Thank you so much. Just give me one second.\n\nI have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS. Let me see now your the invoice that was just sent to you. Okay? Let me also go to our website as well. Because right now, I'm seeing a 500 m d p s on your plan, which is mhmm.\n\nYes. Yes. For the delivery fee. Hold on. Hold on.\n\nFor a Supe Dummy. You mentioned about $76 and in size? Yes. I'm on the website, and that's for the supa family fast for 100 over 40 MBBS. And looking at your current subscription, it's actually a 500 over 50 m d p s.\n\nBut Yes. Mhmm. Mhmm. Mhmm. I really understand where you're coming from, so high.\n\nThe prices on the website is actually the discounted price for the current I mean, there from the current regular price. Before we go through with your plan again, so what you previously plan was 100. However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS. Right? Yes.\n\nHold on. Let me just see. Mhmm. Okay. Let me just review here further.\n\nOkay? Please stay on the line. Yeah. I'm currently seeing let me just I just wanna make sure that I won't miss any communication that you had with us. So please give me a second.\n\nIt will take a couple of minutes. I just wanna make sure that we'll be, you know, reviewing everything, what happened before during your the day when you subscribed with us or started your plan. Register that we'll work on this together, Zohad. We'll make sure to fix things for you and sort everything out. Okay?\n\nI'll make sure of that. So please stay on the line, and I'll get back to you. Please hold within two minutes, and I'll get back to you. Okay? Thank you.\n\nHello, Doha. Hi. Thank you so much for holding. I actually reviewed your account, and, yes, you are correct. And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS.\n\nI know that you've already talked to both of my colleagues. I know that you've also been informed that that's a boosted feature. We really acknowledge that, and we worked into it. I also saw here on your account as well that an upgrade would actually happen from a 100 MBPS to 500 MBPS. So this is actually one of the reason why you are seeing a current bill or an invoice for a $102 and sorry.\n\n$100.79. Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back. I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill. So to make sure or to make everything clear, you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade. Correct?\n\nMhmm. Okay. Mhmm. Okay. Yes.\n\nYeah. Yes. Mhmm. So Yes. No.\n\nYes. No no worries, Zohai. I I I know where you're coming from, and we actually work here hand in hand. We all work here together. And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern.\n\nLike, he he actually attended your concern right away. He wanted to make sure that you will be attended in every week in every ticket that you raised. I saw that during my I mean, the previous days or the previous weeks or the previous months that from the start of your son with us, Zohad. Rest assured that I will work on it for this. Okay?\n\nWe'll work on it together. We are in this together. You, Zohad, me, and the rest of the team. We'll make sure to get these, things right for you. I know where what I know now what happened with the upgrade to a 100 MBPS.\n\nSo the the the invoice that you receive right now stems to the 500 MBPS plan that is currently reflecting on your account. But I no worries for that. I'll go ahead and reach out to the technical support team to know more about what happened. Okay? But I I hear you, Zohai.\n\nI really acknowledge, and I actually appreciate you telling me those feedback. Rest assured that we are working our lapses. And please, Nuhive, please do give us a chance to, you know, get your trust with us. I know it's been there has been an issue with our service, but we want you to stay as we want to to make sure that Airtel is giving you the best possible service and also Internet service that you should be receiving. Okay?\n\nThank you so much. So if you could give me time, I will give you a callback within fifteen to twenty minutes or so. But I'll make sure I I'll just need to make sure that everything is sorted on my end before we fully go deeper to your current invoice right now. So right now, you'd please don't make any actions yet regarding your account balance or your invoice. I will look into this, and rest assured, I'll get back to you with answers.\n\nOkay? Thank you so much. No worries, Ojib. I just wanna make sure that everything right now is working properly on your end. As you mentioned, latency about your games.\n\nIs everything okay? How do you want me to check? Mhmm. So are you really decided that you are gonna change the service? I hope you give us a chance again.\n\nYes. GST. Sure. Yes. I will mhmm.\n\nMhmm. We take I mean, we have already annotated that and did by your feedback about the GST, we are actually currently working on our website to being more specific with the prices, including the GST. As, you know, I understand that you're a business owner as well. GST is needed to be paid. That's why a specific price with GST or excluding GST must also be added on the website.\n\nWe really thank you for that. We really thank you for pointing that out, though, hype. Mhmm. So mhmm. Sure.\n\nYes. Yes. I will. I will call you within the day. Yeah.\n\nYeah. Yeah. Yeah. No worries. So have you are yeah.\n\nYes. And we'll make sure to get everything right for you. Okay. Mhmm. Thank you so much, Zohas, and talk to you later.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.1999999,"end":2.3999999,"sentiment":"positive","sentiment_score":0.4319482326507568},{"text":"My name is Mary.","start":2.3999999,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.3173912465572357},{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":0.03641802817583084},{"text":"My name is Mary.","start":6.96,"end":8.02,"sentiment":"neutral","sentiment_score":0.029773483518511057},{"text":"Yes.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.016013404354453087}],"sentiment":"neutral","sentiment_score":0.24005543440580368,"num_words":15,"start":1.1999999,"end":8.559999},{"sentences":[{"text":"I can hear you.","start":8.559999,"end":9.12,"sentiment":"neutral","sentiment_score":0.013882378349080682},{"text":"Can you hear me?","start":9.12,"end":10.0199995,"sentiment":"neutral","sentiment_score":0.012129518436267972},{"text":"Oh my god.","start":41.085003,"end":41.645,"sentiment":"negative","sentiment_score":-0.43717984358469647},{"text":"I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support?","start":41.645,"end":56.0,"sentiment":"negative","sentiment_score":-0.623919053511186},{"text":"I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us?","start":58.7,"end":65.84,"sentiment":"neutral","sentiment_score":-0.1387057963013649}],"sentiment":"neutral","sentiment_score":-0.3172647591102226,"num_words":58,"start":8.559999,"end":65.84},{"sentences":[{"text":"Mhmm.","start":126.494995,"end":126.994995,"sentiment":"negative","sentiment_score":-0.4106927812099457},{"text":"I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection.","start":149.725,"end":159.985,"sentiment":"negative","sentiment_score":-0.33614898982800934},{"text":"But no worries.","start":160.045,"end":160.845,"sentiment":"neutral","sentiment_score":-0.060813876489798226},{"text":"If you could give us a chance to look into this further, I'll take a look and check further regarding the invoice or the billing that you receive right now.","start":160.845,"end":170.62,"sentiment":"neutral","sentiment_score":-0.03651840351521969},{"text":"Then later, we'll work on your Internet service and look deeper through our technical support team.","start":170.92,"end":180.145,"sentiment":"neutral","sentiment_score":-0.007206694222986698}],"sentiment":"neutral","sentiment_score":-0.11870760044109994,"num_words":69,"start":126.494995,"end":180.145},{"sentences":[{"text":"Okay?","start":180.145,"end":180.645,"sentiment":"neutral","sentiment_score":0.024442389607429504},{"text":"Thank you so much.","start":182.30501,"end":183.445,"sentiment":"neutral","sentiment_score":0.2969553768634796},{"text":"I need to pull up your account.","start":184.30501,"end":186.085,"sentiment":"neutral","sentiment_score":0.07256501700196948},{"text":"Could you provide me the complete name associated with data?","start":186.465,"end":190.565,"sentiment":"neutral","sentiment_score":0.04172891676425934},{"text":"I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account.","start":205.015,"end":213.035,"sentiment":"neutral","sentiment_score":0.030093903156618276}],"sentiment":"neutral","sentiment_score":0.05846779381569762,"num_words":52,"start":180.145,"end":213.035},{"sentences":[{"text":"Sorry.","start":220.18,"end":220.5,"sentiment":"neutral","sentiment_score":-0.03778896480798721},{"text":"What's the name again?","start":220.5,"end":221.56,"sentiment":"neutral","sentiment_score":-0.027754982467740774},{"text":"V o h a I d okay.","start":227.45999,"end":236.275,"sentiment":"neutral","sentiment_score":0.008773324878088065},{"text":"Thank you so much.","start":236.275,"end":236.915,"sentiment":"neutral","sentiment_score":0.2508603371679783},{"text":"How about the last name on the account?","start":236.915,"end":238.69499,"sentiment":"neutral","sentiment_score":0.056003046687692404}],"sentiment":"neutral","sentiment_score":0.0568362542350466,"num_words":24,"start":220.18,"end":238.69499},{"sentences":[{"text":"Thank you so much, Zohayb.","start":243.715,"end":245.87,"sentiment":"neutral","sentiment_score":0.22667919099330902},{"text":"Did I pronounce it correctly?","start":246.25,"end":247.87,"sentiment":"neutral","sentiment_score":0.07763011306524277},{"text":"Alright.","start":249.77,"end":250.25,"sentiment":"neutral","sentiment_score":0.18975961208343503},{"text":"Thank you so much.","start":250.25,"end":251.05,"sentiment":"positive","sentiment_score":0.3771282956004143},{"text":"Just give me one second.","start":251.05,"end":252.25,"sentiment":"neutral","sentiment_score":0.17245266139507293}],"sentiment":"neutral","sentiment_score":0.2041041310876608,"num_words":20,"start":243.715,"end":252.25},{"sentences":[{"text":"I have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS.","start":252.25,"end":264.43503,"sentiment":"neutral","sentiment_score":0.1910857118666172},{"text":"Let me see now your the invoice that was just sent to you.","start":264.65503,"end":268.65503,"sentiment":"neutral","sentiment_score":0.09861750900745392},{"text":"Okay?","start":268.65503,"end":269.15503,"sentiment":"neutral","sentiment_score":0.06335419416427612},{"text":"Let me also go to our website as well.","start":293.085,"end":297.185,"sentiment":"neutral","sentiment_score":0.008074246553911103},{"text":"Because right now, I'm seeing a 500 m d p s on your plan, which is mhmm.","start":297.485,"end":306.47998,"sentiment":"neutral","sentiment_score":-0.0761244980727925}],"sentiment":"neutral","sentiment_score":0.06576079667235414,"num_words":60,"start":252.25,"end":306.47998},{"sentences":[{"text":"Yes.","start":309.18,"end":309.68,"sentiment":"neutral","sentiment_score":0.13217216730117798},{"text":"Yes.","start":323.115,"end":323.355,"sentiment":"neutral","sentiment_score":0.015111572109162807},{"text":"For the delivery fee.","start":323.355,"end":324.815,"sentiment":"neutral","sentiment_score":-0.0033367807045578957},{"text":"Hold on.","start":344.685,"end":345.42502,"sentiment":"neutral","sentiment_score":-0.010918689426034689},{"text":"Hold on.","start":346.045,"end":346.685,"sentiment":"neutral","sentiment_score":-0.0044458769261837006}],"sentiment":"neutral","sentiment_score":0.010320748388767242,"num_words":10,"start":309.18,"end":346.685},{"sentences":[{"text":"For a Supe Dummy.","start":346.685,"end":349.505,"sentiment":"neutral","sentiment_score":0.02226478373631835},{"text":"You mentioned about $76 and in size?","start":349.725,"end":354.14502,"sentiment":"neutral","sentiment_score":0.0014510129445365497},{"text":"Yes.","start":357.67,"end":357.99002,"sentiment":"neutral","sentiment_score":0.028005143627524376},{"text":"I'm on the website, and that's for the supa family fast for 100 over 40 MBBS.","start":357.99002,"end":364.81,"sentiment":"neutral","sentiment_score":0.053800356574356556},{"text":"And looking at your current subscription, it's actually a 500 over 50 m d p s.","start":365.51,"end":376.185,"sentiment":"neutral","sentiment_score":-0.011211316334083676}],"sentiment":"neutral","sentiment_score":0.018378318477929992,"num_words":44,"start":346.685,"end":376.185},{"sentences":[{"text":"But Yes.","start":376.965,"end":382.505,"sentiment":"neutral","sentiment_score":-0.13565989024937153},{"text":"Mhmm.","start":383.64,"end":384.14,"sentiment":"negative","sentiment_score":-0.5455557107925415},{"text":"Mhmm.","start":391.5975,"end":392.0975,"sentiment":"neutral","sentiment_score":-0.2144896239042282},{"text":"Mhmm.","start":402.675,"end":403.175,"sentiment":"neutral","sentiment_score":-0.10686922073364258},{"text":"I really understand where you're coming from, so high.","start":449.25,"end":451.91,"sentiment":"neutral","sentiment_score":-0.08737322605318493}],"sentiment":"neutral","sentiment_score":-0.13747095502912998,"num_words":14,"start":376.965,"end":451.91},{"sentences":[{"text":"The prices on the website is actually the discounted price for the current I mean, there from the current regular price.","start":457.49,"end":466.195,"sentiment":"neutral","sentiment_score":-0.06897823166634355},{"text":"Before we go through with your plan again, so what you previously plan was 100.","start":467.375,"end":478.79,"sentiment":"neutral","sentiment_score":-0.01482345884044965},{"text":"However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS.","start":479.57,"end":488.23,"sentiment":"neutral","sentiment_score":0.008798137850438556},{"text":"Right?","start":489.115,"end":489.615,"sentiment":"neutral","sentiment_score":-0.02294998988509178},{"text":"Yes.","start":492.635,"end":493.135,"sentiment":"neutral","sentiment_score":-0.13920651376247406}],"sentiment":"neutral","sentiment_score":-0.026159611981241934,"num_words":62,"start":457.49,"end":493.135},{"sentences":[{"text":"Hold on.","start":518.885,"end":519.285,"sentiment":"neutral","sentiment_score":-0.1489029973745346},{"text":"Let me just see.","start":519.285,"end":520.345,"sentiment":"neutral","sentiment_score":-0.16866140440106392},{"text":"Mhmm.","start":527.045,"end":527.285,"sentiment":"neutral","sentiment_score":-0.08183836936950684},{"text":"Okay.","start":527.285,"end":527.685,"sentiment":"neutral","sentiment_score":-0.04906162619590759},{"text":"Let me just review here further.","start":527.685,"end":529.385,"sentiment":"neutral","sentiment_score":-0.023377917086084683}],"sentiment":"neutral","sentiment_score":-0.08882993645966053,"num_words":14,"start":518.885,"end":529.385},{"sentences":[{"text":"Okay?","start":529.445,"end":529.92,"sentiment":"neutral","sentiment_score":0.003955366089940071},{"text":"Please stay on the line.","start":530.39996,"end":531.7,"sentiment":"neutral","sentiment_score":0.02413921505212784},{"text":"Yeah.","start":533.2,"end":533.68,"sentiment":"neutral","sentiment_score":0.05121965706348419},{"text":"I'm currently seeing let me just I just wanna make sure that I won't miss any communication that you had with us.","start":533.68,"end":546.17505,"sentiment":"neutral","sentiment_score":-0.002652871676466681},{"text":"So please give me a second.","start":546.17505,"end":547.29504,"sentiment":"neutral","sentiment_score":-0.0008334604402383169}],"sentiment":"neutral","sentiment_score":0.0032144902540104728,"num_words":35,"start":529.445,"end":547.29504},{"sentences":[{"text":"It will take a couple of minutes.","start":547.29504,"end":548.91504,"sentiment":"neutral","sentiment_score":0.03220346729670252},{"text":"I just wanna make sure that we'll be, you know, reviewing everything, what happened before during your the day when you subscribed with us or started your plan.","start":549.135,"end":563.25,"sentiment":"neutral","sentiment_score":0.0162226913629898},{"text":"Register that we'll work on this together, Zohad.","start":563.47003,"end":566.53,"sentiment":"neutral","sentiment_score":0.0783431613817811},{"text":"We'll make sure to fix things for you and sort everything out.","start":566.91003,"end":572.845,"sentiment":"neutral","sentiment_score":0.0046141355608900385},{"text":"Okay?","start":572.845,"end":573.345,"sentiment":"neutral","sentiment_score":0.04048550873994827}],"sentiment":"neutral","sentiment_score":0.025040358138669814,"num_words":56,"start":547.29504,"end":573.345},{"sentences":[{"text":"I'll make sure of that.","start":574.20496,"end":575.165,"sentiment":"neutral","sentiment_score":0.06274912506341934},{"text":"So please stay on the line, and I'll get back to you.","start":575.165,"end":577.245,"sentiment":"neutral","sentiment_score":0.03422508668154478},{"text":"Please hold within two minutes, and I'll get back to you.","start":577.245,"end":579.565,"sentiment":"neutral","sentiment_score":0.007591715929183093},{"text":"Okay?","start":579.565,"end":580.065,"sentiment":"neutral","sentiment_score":0.032922085374593735},{"text":"Thank you.","start":582.925,"end":583.62,"sentiment":"neutral","sentiment_score":0.24820773303508759}],"sentiment":"neutral","sentiment_score":0.043138486843916676,"num_words":31,"start":574.20496,"end":583.62},{"sentences":[{"text":"Hello, Doha.","start":856.805,"end":858.025,"sentiment":"neutral","sentiment_score":0.13732201978564262},{"text":"Hi.","start":859.205,"end":859.525,"sentiment":"neutral","sentiment_score":0.24413082003593445},{"text":"Thank you so much for holding.","start":859.525,"end":861.065,"sentiment":"positive","sentiment_score":0.495480939745903},{"text":"I actually reviewed your account, and, yes, you are correct.","start":861.925,"end":865.685,"sentiment":"positive","sentiment_score":0.42055476605892184},{"text":"And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS.","start":865.685,"end":884.735,"sentiment":"positive","sentiment_score":0.3493845777379142}],"sentiment":"positive","sentiment_score":0.36863732649521397,"num_words":55,"start":856.805,"end":884.735},{"sentences":[{"text":"I know that you've already talked to both of my colleagues.","start":884.735,"end":890.195,"sentiment":"neutral","sentiment_score":0.17020001059228723},{"text":"I know that you've also been informed that that's a boosted feature.","start":891.375,"end":896.59,"sentiment":"neutral","sentiment_score":0.1922739197810491},{"text":"We really acknowledge that, and we worked into it.","start":896.59,"end":900.05,"sentiment":"positive","sentiment_score":0.5549497405687968},{"text":"I also saw here on your account as well that an upgrade would actually happen from a 100 MBPS to 500 MBPS.","start":900.27,"end":909.57,"sentiment":"neutral","sentiment_score":0.04562945198267698},{"text":"So this is actually one of the reason why you are seeing a current bill or an invoice for a $102 and sorry.","start":909.63,"end":917.825,"sentiment":"neutral","sentiment_score":-0.023640273867741875}],"sentiment":"neutral","sentiment_score":0.12511891511256817,"num_words":77,"start":884.735,"end":917.825},{"sentences":[{"text":"$100.79.","start":917.825,"end":920.16504,"sentiment":"neutral","sentiment_score":-0.016564680263400078},{"text":"Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back.","start":921.425,"end":930.55,"sentiment":"neutral","sentiment_score":0.02766879000093626},{"text":"I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill.","start":930.55,"end":946.745,"sentiment":"neutral","sentiment_score":0.01671269550723465},{"text":"So to make sure or to make everything clear, you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade.","start":946.88495,"end":961.18,"sentiment":"neutral","sentiment_score":-0.0577956922352314},{"text":"Correct?","start":961.32,"end":961.82,"sentiment":"neutral","sentiment_score":-0.059863604605197906}],"sentiment":"neutral","sentiment_score":-0.005228682178194108,"num_words":92,"start":917.825,"end":961.82},{"sentences":[{"text":"Mhmm.","start":964.52,"end":965.02,"sentiment":"neutral","sentiment_score":-0.025764361023902893},{"text":"Okay.","start":965.64,"end":966.14,"sentiment":"neutral","sentiment_score":-0.0123325539752841},{"text":"Mhmm.","start":967.88,"end":968.36005,"sentiment":"neutral","sentiment_score":-0.019200218841433525},{"text":"Okay.","start":968.36005,"end":968.775,"sentiment":"neutral","sentiment_score":-0.02648516558110714},{"text":"Yes.","start":991.89,"end":992.39,"sentiment":"neutral","sentiment_score":-0.10466469824314116}],"sentiment":"neutral","sentiment_score":-0.03768939953297377,"num_words":5,"start":964.52,"end":992.39},{"sentences":[{"text":"Yeah.","start":995.49,"end":995.865,"sentiment":"neutral","sentiment_score":-0.15058861672878265},{"text":"Yes.","start":1016.62994,"end":1017.12994,"sentiment":"neutral","sentiment_score":-0.2936604619026184},{"text":"Mhmm.","start":1055.385,"end":1055.865,"sentiment":"neutral","sentiment_score":-0.03677055612206459},{"text":"So Yes.","start":1055.865,"end":1065.465,"sentiment":"neutral","sentiment_score":0.007871471345424652},{"text":"No.","start":1065.465,"end":1065.965,"sentiment":"neutral","sentiment_score":-0.06532874703407288}],"sentiment":"neutral","sentiment_score":-0.0884342398494482,"num_words":6,"start":995.49,"end":1065.965},{"sentences":[{"text":"Yes.","start":1066.32,"end":1066.82,"sentiment":"neutral","sentiment_score":0.036437034606933594},{"text":"No no worries, Zohai.","start":1066.96,"end":1068.82,"sentiment":"neutral","sentiment_score":0.12067510187625885},{"text":"I I I know where you're coming from, and we actually work here hand in hand.","start":1069.0399,"end":1074.1,"sentiment":"neutral","sentiment_score":0.1405682205222547},{"text":"We all work here together.","start":1074.48,"end":1076.08,"sentiment":"neutral","sentiment_score":0.2195644348859787},{"text":"And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern.","start":1076.08,"end":1087.005,"sentiment":"neutral","sentiment_score":0.030063819406288012}],"sentiment":"neutral","sentiment_score":0.08718218681988893,"num_words":54,"start":1066.32,"end":1087.005},{"sentences":[{"text":"Like, he he actually attended your concern right away.","start":1087.225,"end":1091.465,"sentiment":"neutral","sentiment_score":0.05493944386641184},{"text":"He wanted to make sure that you will be attended in every week in every ticket that you raised.","start":1091.465,"end":1101.2799,"sentiment":"neutral","sentiment_score":0.07707620019975461},{"text":"I saw that during my I mean, the previous days or the previous weeks or the previous months that from the start of your son with us, Zohad.","start":1101.2799,"end":1110.82,"sentiment":"neutral","sentiment_score":-0.009300448241577084},{"text":"Rest assured that I will work on it for this.","start":1111.4149,"end":1114.135,"sentiment":"neutral","sentiment_score":0.26374540776014327},{"text":"Okay?","start":1114.135,"end":1114.635,"sentiment":"neutral","sentiment_score":0.16803032159805298}],"sentiment":"neutral","sentiment_score":0.0672235021944533,"num_words":67,"start":1087.225,"end":1114.635},{"sentences":[{"text":"We'll work on it together.","start":1115.095,"end":1116.315,"sentiment":"positive","sentiment_score":0.3642428874969482},{"text":"We are in this together.","start":1116.615,"end":1118.075,"sentiment":"positive","sentiment_score":0.4748403787612915},{"text":"You, Zohad, me, and the rest of the team.","start":1118.215,"end":1120.695,"sentiment":"positive","sentiment_score":0.3819861776298947},{"text":"We'll make sure to get these, things right for you.","start":1120.695,"end":1123.335,"sentiment":"positive","sentiment_score":0.4232290655374527},{"text":"I know where what I know now what happened with the upgrade to a 100 MBPS.","start":1123.335,"end":1129.09,"sentiment":"neutral","sentiment_score":-0.04431126290000975}],"sentiment":"neutral","sentiment_score":0.24792449730965826,"num_words":45,"start":1115.095,"end":1129.09},{"sentences":[{"text":"So the the the invoice that you receive right now stems to the 500 MBPS plan that is currently reflecting on your account.","start":1129.15,"end":1139.1699,"sentiment":"neutral","sentiment_score":-0.056018818493770516},{"text":"But I no worries for that.","start":1139.315,"end":1141.075,"sentiment":"neutral","sentiment_score":0.13347318147619566},{"text":"I'll go ahead and reach out to the technical support team to know more about what happened.","start":1141.075,"end":1146.6749,"sentiment":"neutral","sentiment_score":0.12286748517962064},{"text":"Okay?","start":1146.6749,"end":1146.995,"sentiment":"neutral","sentiment_score":0.13628870248794556},{"text":"But I I hear you, Zohai.","start":1146.995,"end":1149.015,"sentiment":"neutral","sentiment_score":0.21387073894341788}],"sentiment":"neutral","sentiment_score":0.056993710334008595,"num_words":53,"start":1129.15,"end":1149.015},{"sentences":[{"text":"I really acknowledge, and I actually appreciate you telling me those feedback.","start":1149.155,"end":1155.06,"sentiment":"positive","sentiment_score":0.4727616459131241},{"text":"Rest assured that we are working our lapses.","start":1155.2001,"end":1158.1,"sentiment":"neutral","sentiment_score":0.2860731922555715},{"text":"And please, Nuhive, please do give us a chance to, you know, get your trust with us.","start":1158.48,"end":1165.9401,"sentiment":"neutral","sentiment_score":0.26175351791522083},{"text":"I know it's been there has been an issue with our service, but we want you to stay as we want to to make sure that Airtel is giving you the best possible service and also Internet service that you should be receiving.","start":1166.0,"end":1186.6,"sentiment":"neutral","sentiment_score":-0.005209400860029597},{"text":"Okay?","start":1186.74,"end":1187.24,"sentiment":"neutral","sentiment_score":0.002786101773381233}],"sentiment":"neutral","sentiment_score":0.1504977402265793,"num_words":81,"start":1149.155,"end":1187.24},{"sentences":[{"text":"Thank you so much.","start":1188.74,"end":1189.62,"sentiment":"positive","sentiment_score":0.5067103281617165},{"text":"So if you could give me time, I will give you a callback within fifteen to twenty minutes or so.","start":1189.62,"end":1196.18,"sentiment":"neutral","sentiment_score":0.11465168297290802},{"text":"But I'll make sure I I'll just need to make sure that everything is sorted on my end before we fully go deeper to your current invoice right now.","start":1196.18,"end":1209.3049,"sentiment":"neutral","sentiment_score":0.012899260582595036},{"text":"So right now, you'd please don't make any actions yet regarding your account balance or your invoice.","start":1209.3049,"end":1217.65,"sentiment":"neutral","sentiment_score":-0.2082751156652675},{"text":"I will look into this, and rest assured, I'll get back to you with answers.","start":1217.87,"end":1222.29,"sentiment":"neutral","sentiment_score":0.06300828903913498}],"sentiment":"neutral","sentiment_score":0.024687069391503055,"num_words":85,"start":1188.74,"end":1222.29},{"sentences":[{"text":"Okay?","start":1222.35,"end":1222.85,"sentiment":"neutral","sentiment_score":0.036347415298223495},{"text":"Thank you so much.","start":1224.4299,"end":1225.65,"sentiment":"positive","sentiment_score":0.5362656563520432},{"text":"No worries, Ojib.","start":1225.79,"end":1226.6699,"sentiment":"neutral","sentiment_score":0.15002515415350595},{"text":"I just wanna make sure that everything right now is working properly on your end.","start":1226.6699,"end":1232.885,"sentiment":"neutral","sentiment_score":0.16046482175588608},{"text":"As you mentioned, latency about your games.","start":1232.885,"end":1235.3049,"sentiment":"neutral","sentiment_score":-0.015846191373254572}],"sentiment":"neutral","sentiment_score":0.16425114966308077,"num_words":30,"start":1222.35,"end":1235.3049},{"sentences":[{"text":"Is everything okay?","start":1235.445,"end":1236.6649,"sentiment":"neutral","sentiment_score":0.0033737256502111746},{"text":"How do you want me to check?","start":1236.725,"end":1238.6649,"sentiment":"neutral","sentiment_score":-0.028276233268635615},{"text":"Mhmm.","start":1241.94,"end":1242.44,"sentiment":"neutral","sentiment_score":-0.20694562792778015},{"text":"So are you really decided that you are gonna change the service?","start":1254.2599,"end":1257.72,"sentiment":"neutral","sentiment_score":-0.08351482606182496},{"text":"I hope you give us a chance again.","start":1258.4751,"end":1260.655,"sentiment":"neutral","sentiment_score":-0.1623031459748745}],"sentiment":"neutral","sentiment_score":-0.0869471343354352,"num_words":31,"start":1235.445,"end":1260.655},{"sentences":[{"text":"Yes.","start":1301.475,"end":1301.85,"sentiment":"neutral","sentiment_score":-0.188247412443161},{"text":"GST.","start":1306.89,"end":1307.39,"sentiment":"neutral","sentiment_score":-0.12763157486915588},{"text":"Sure.","start":1309.61,"end":1310.11,"sentiment":"neutral","sentiment_score":-0.019803868606686592},{"text":"Yes.","start":1316.025,"end":1316.345,"sentiment":"neutral","sentiment_score":-0.0739300549030304},{"text":"I will mhmm.","start":1316.345,"end":1318.365,"sentiment":"neutral","sentiment_score":-0.06134219467639923}],"sentiment":"neutral","sentiment_score":-0.0848056421216045,"num_words":7,"start":1301.475,"end":1318.365},{"sentences":[{"text":"Mhmm.","start":1348.4951,"end":1348.9951,"sentiment":"neutral","sentiment_score":-0.011328265070915222},{"text":"We take I mean, we have already annotated that and did by your feedback about the GST, we are actually currently working on our website to being more specific with the prices, including the GST.","start":1349.935,"end":1365.61,"sentiment":"neutral","sentiment_score":0.0032755818217992784},{"text":"As, you know, I understand that you're a business owner as well.","start":1366.215,"end":1369.1749,"sentiment":"neutral","sentiment_score":-0.014841618171582619},{"text":"GST is needed to be paid.","start":1369.1749,"end":1371.755,"sentiment":"neutral","sentiment_score":-0.04768513018886248},{"text":"That's why a specific price with GST or excluding GST must also be added on the website.","start":1372.135,"end":1377.975,"sentiment":"neutral","sentiment_score":-0.009869226747575928}],"sentiment":"neutral","sentiment_score":-0.007446055707167572,"num_words":71,"start":1348.4951,"end":1377.975},{"sentences":[{"text":"We really thank you for that.","start":1377.975,"end":1379.255,"sentiment":"positive","sentiment_score":0.5185579558213552},{"text":"We really thank you for pointing that out, though, hype.","start":1379.255,"end":1381.9149,"sentiment":"positive","sentiment_score":0.40022964775562286},{"text":"Mhmm.","start":1383.07,"end":1383.57,"sentiment":"neutral","sentiment_score":0.04282163828611374},{"text":"So mhmm.","start":1386.9099,"end":1388.11,"sentiment":"neutral","sentiment_score":0.08176867291331291},{"text":"Sure.","start":1388.11,"end":1388.61,"sentiment":"neutral","sentiment_score":0.17331315577030182}],"sentiment":"positive","sentiment_score":0.37466581761837003,"num_words":20,"start":1377.975,"end":1388.61},{"sentences":[{"text":"Yes.","start":1392.4299,"end":1392.9299,"sentiment":"neutral","sentiment_score":0.13249662518501282},{"text":"Yes.","start":1395.71,"end":1396.11,"sentiment":"neutral","sentiment_score":0.20462162792682648},{"text":"I will.","start":1396.11,"end":1396.665,"sentiment":"neutral","sentiment_score":0.21933311223983765},{"text":"I will call you within the day.","start":1396.745,"end":1398.425,"sentiment":"neutral","sentiment_score":0.19440730341843196},{"text":"Yeah.","start":1398.425,"end":1398.5851,"sentiment":"neutral","sentiment_score":0.15065735578536987}],"sentiment":"neutral","sentiment_score":0.19060774644215903,"num_words":12,"start":1392.4299,"end":1398.5851},{"sentences":[{"text":"Yeah.","start":1398.5851,"end":1398.745,"sentiment":"neutral","sentiment_score":0.15600308775901794},{"text":"Yeah.","start":1398.745,"end":1399.245,"sentiment":"neutral","sentiment_score":0.17541033029556274},{"text":"Yeah.","start":1401.7051,"end":1401.865,"sentiment":"neutral","sentiment_score":0.18594828248023987},{"text":"No worries.","start":1401.865,"end":1402.505,"sentiment":"neutral","sentiment_score":0.10682336986064911},{"text":"So have you are yeah.","start":1402.505,"end":1408.045,"sentiment":"neutral","sentiment_score":-0.04487356022000313}],"sentiment":"neutral","sentiment_score":0.05066406391561031,"num_words":10,"start":1398.5851,"end":1408.045},{"sentences":[{"text":"Yes.","start":1420.1799,"end":1420.66,"sentiment":"positive","sentiment_score":0.35608071088790894},{"text":"And we'll make sure to get everything right for you.","start":1420.66,"end":1424.76,"sentiment":"positive","sentiment_score":0.5327366560697555},{"text":"Okay.","start":1425.38,"end":1425.88,"sentiment":"neutral","sentiment_score":0.2961120009422302},{"text":"Mhmm.","start":1427.3969,"end":1427.4769,"sentiment":"neutral","sentiment_score":0.2726442813873291},{"text":"Thank you so much, Zohas, and talk to you later.","start":1427.4769,"end":1430.0569,"sentiment":"positive","sentiment_score":0.5624456763267517}],"sentiment":"positive","sentiment_score":0.5163765355296757,"num_words":23,"start":1420.1799,"end":1430.0569},{"sentences":[{"text":"Bye bye.","start":1432.5168,"end":1433.2568,"sentiment":"neutral","sentiment_score":-0.0006726309657096863}],"sentiment":"neutral","sentiment_score":-0.0006726309657096863,"num_words":2,"start":1432.5168,"end":1433.2568}]}}]},{"alternatives":[{"transcript":"Hello? Hi. Can you hear me? Hi. This is Abe. Look, I've got an inquiry about something. I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason. And I just wanted to know the reason why it is happening. Because so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel. So could you please have a look on my account? Uh-huh. No. No. No. I haven't. I haven't. But the I'm surprised with the world. The first thing, there was a issue with the Internet. Then I was lied about what your website mentioned about Superboost. And, obviously, I signed up and this whole whole thing. And I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue. I'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys. Because this is just getting overall too much headache. And I I never thought that it would be this this bad signing up with Airtel. Trust me. This is nothing nothing but has been terrible experience. I'm paying Optus. I'm paying Airtel from the both sides, and the issues hasn't been fixed yet. So is this something that we can work on? And I wanna escalate this further to just cancel the Internet service at all with Airtel. I'll pay the $75 one that I've used, and I just wanna cancel this. You can take your modem back. I'll be more than happy to ship it back to you guys, and that's it. I don't wanna pay anything. I just wanna get out of this whole thing. Mhmm. Mhmm. Uh-huh. Let me give you the let me give you the account number from the invoice. The account number on the invoice is 1159. Oh, yeah. It's my name, Zaib. So z o h a I b. Z o h a I b. Yep. A for alpha, I for India, b for bravo. Younis, y o u n I s. Yep. That's That's right. Mhmm. No. No. No. No. So the 500 MBBS, that was the Superfamily Boost that Ather was promising, and that was I've got, obviously, I've got my first invoice right in front of me. That was $76.95, and I was charged $20 for the modem that you guys were shipping it to me. Yeah. That's right. So the total invoice was 96 and 99. And, obviously, what I paid to you guys so there was a contractual fee of $20. Was $76.95 for Superfast Family Internet? Ninety five cents. No, ma'am. Because at the time at the time you gotta understand. At the time when I signed up with you guys, okay, the problem with that was that, obviously, what Airtel advertised on their website, okay, that wasn't there. So, like, even if that Family FiberBoost was $505,100. So if you even read it down there, it says boost in dedicated zone up to 500 Mbps, unlimited stream. So this has been changed. So before, it was $505,100. The dude who's been helping me out with my Internet, right, the tech guy, he said temporarily, he has upgraded my account so that I can get maximum speed given that the issue that I was having with the with my Internet. But I was never told that I was gonna be scammed with $93.95. And that doesn't and the fact is the how Atell is lying about this is they're advertising that $76.95. But then on top of that, Airtel is charging the GST as well. How come that doesn't say in front of that inclusive of GST or exclusive of GST? So that's another scam right there. No. No. That was actually on the website. When I when I submitted my complaint to you guys, it was something that I clearly mentioned that this is what I got on the website was five hundred slash five hundred. Does it make sense? Superfamily fast Internet. It was five hundred slash five hundred. That was the only reason why I went with you guys instead of Omninet. And when my contract has been changed, this has been just ridiculous. Yeah. Mhmm. Uh-huh. Yeah. Yeah. Okay. Hello? Uh-huh. Uh-huh. Mhmm. Mhmm. No. No. No. No. Sir, it was your technician. I've got his number as well. He he I don't know what his name is, but he's the one that I've been talking to when he was helping me with setting up my account. So what has happened is he was the one last week when I was talking to him because I've been having issue with the ping, and I can't play online games only because I've been getting high ping, like 200 MBBS, 200 ping MS, or 197. So I have to actually go and bloody buy an Internet from Optus to help myself with it so that I can play games only because now I'm paying $80 to Optus, and I'm paying $75 to you guys. And this is super unfair that I have signed up with you guys from last two months or three months, and it's still the problem is still there where it is from that time to that time. And given all these circumstances, either agent needs to finish off this contract and bypass this. Otherwise, I will be taking this to TIR. And because I'm not happy at all with the hotel. Whatever the way I've been treated, high latency, high high ping I've been getting, everything all in together. Like, if you wanna make an official complaint, I'll be more than happy to do it. Otherwise, I will be taking this to TIO if I will be charged for anything for canceling the contract with Airtel. Because I don't wanna pay at two places only because the Airtel canceled their own shit. You know? And the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was showing on the account. So on the yeah. Mhmm. Okay. Uh-huh. Mhmm. Yeah. Mhmm. Uh-huh. That's fine. Uh-huh. Okay. No worries. Thank you so much for your help. Yeah. Yeah. Yes. No. Sorry. The the the latency or the ping issue hasn't been solved. It's still been there. I still have to switch between office and with you guys. So that definitely needs to be fixed. Yeah. It's been fixed. Yeah. No. No. I have look. I obviously, because the the guy that I've been talking to, he made sure that he he told me that there was some upgrade going on, and he was gonna escalate it to engineering team. So this is the whole reason why I've been hold on to this thing. Right? And then now I received another invoice from Airtel that apparently they wanna charge me a $100 for something I never signed up for. So I'll I'll wait until you guys can fix this issue. And, obviously, on I look. The main thing on the website is it does not anywhere stay. The prices that I see on the Internet is excluding or including GST. And this is another thing that is bothering me now. The $76.95 plus $7 something is gonna be the GST. That'll be 80 $1 to sign up. But this is actually not the price that Airtel has advised. The original price should have been $76.95 as well. That's it. The GST, that would have been Airtel's problem, not shouldn't be my problem. Because if you go ahead and have a look at any other Internet provider, whatever the price they are advertising, that's what you pay for it. Not like Airtel that you pay. You sign up for something $76, but hold on. I'm gonna charge you $8 GST on top of that because look. I understand I own the business as well. You have to pay GST, but that's not how it works. Mhmm. No worries. Look. I'll wait for your call. Yeah. I'll wait for your call as soon as it comes through, and then I think we'll go from there then. Okay? No worries. Thank you so much. I appreciate your help. And look, I I I'm just not angry at you. It's just overall that holding has been. And I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from Airtel. Yeah. Yeah. No worries. Thank you so much. Okay. Alright. See you. 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Hi. Can you hear me? Hi. This is Abe.\n\nLook, I've got an inquiry about something. I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason. And I just wanted to know the reason why it is happening. Because so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel. So could you please have a look on my account?\n\nUh-huh. No. No. No. I haven't.\n\nI haven't. But the I'm surprised with the world. The first thing, there was a issue with the Internet. Then I was lied about what your website mentioned about Superboost. And, obviously, I signed up and this whole whole thing.\n\nAnd I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue. I'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys. Because this is just getting overall too much headache. And I I never thought that it would be this this bad signing up with Airtel. Trust me.\n\nThis is nothing nothing but has been terrible experience. I'm paying Optus. I'm paying Airtel from the both sides, and the issues hasn't been fixed yet. So is this something that we can work on? And I wanna escalate this further to just cancel the Internet service at all with Airtel.\n\nI'll pay the $75 one that I've used, and I just wanna cancel this. You can take your modem back. I'll be more than happy to ship it back to you guys, and that's it. I don't wanna pay anything. I just wanna get out of this whole thing.\n\nMhmm. Mhmm. Uh-huh. Let me give you the let me give you the account number from the invoice. The account number on the invoice is 1159.\n\nOh, yeah. It's my name, Zaib. So z o h a I b. Z o h a I b. Yep.\n\nA for alpha, I for India, b for bravo. Younis, y o u n I s. Yep. That's That's right. Mhmm.\n\nNo. No. No. No. So the 500 MBBS, that was the Superfamily Boost that Ather was promising, and that was I've got, obviously, I've got my first invoice right in front of me.\n\nThat was $76.95, and I was charged $20 for the modem that you guys were shipping it to me. Yeah. That's right. So the total invoice was 96 and 99. And, obviously, what I paid to you guys so there was a contractual fee of $20.\n\nWas $76.95 for Superfast Family Internet? Ninety five cents. No, ma'am. Because at the time at the time you gotta understand. At the time when I signed up with you guys, okay, the problem with that was that, obviously, what Airtel advertised on their website, okay, that wasn't there.\n\nSo, like, even if that Family FiberBoost was $505,100. So if you even read it down there, it says boost in dedicated zone up to 500 Mbps, unlimited stream. So this has been changed. So before, it was $505,100. The dude who's been helping me out with my Internet, right, the tech guy, he said temporarily, he has upgraded my account so that I can get maximum speed given that the issue that I was having with the with my Internet.\n\nBut I was never told that I was gonna be scammed with $93.95. And that doesn't and the fact is the how Atell is lying about this is they're advertising that $76.95. But then on top of that, Airtel is charging the GST as well. How come that doesn't say in front of that inclusive of GST or exclusive of GST? So that's another scam right there.\n\nNo. No. That was actually on the website. When I when I submitted my complaint to you guys, it was something that I clearly mentioned that this is what I got on the website was five hundred slash five hundred. Does it make sense?\n\nSuperfamily fast Internet. It was five hundred slash five hundred. That was the only reason why I went with you guys instead of Omninet. And when my contract has been changed, this has been just ridiculous. Yeah.\n\nMhmm. Uh-huh. Yeah. Yeah. Okay.\n\nHello? Uh-huh. Uh-huh. Mhmm. Mhmm.\n\nNo. No. No. No. Sir, it was your technician.\n\nI've got his number as well. He he I don't know what his name is, but he's the one that I've been talking to when he was helping me with setting up my account. So what has happened is he was the one last week when I was talking to him because I've been having issue with the ping, and I can't play online games only because I've been getting high ping, like 200 MBBS, 200 ping MS, or 197. So I have to actually go and bloody buy an Internet from Optus to help myself with it so that I can play games only because now I'm paying $80 to Optus, and I'm paying $75 to you guys. And this is super unfair that I have signed up with you guys from last two months or three months, and it's still the problem is still there where it is from that time to that time.\n\nAnd given all these circumstances, either agent needs to finish off this contract and bypass this. Otherwise, I will be taking this to TIR. And because I'm not happy at all with the hotel. Whatever the way I've been treated, high latency, high high ping I've been getting, everything all in together. Like, if you wanna make an official complaint, I'll be more than happy to do it.\n\nOtherwise, I will be taking this to TIO if I will be charged for anything for canceling the contract with Airtel. Because I don't wanna pay at two places only because the Airtel canceled their own shit. You know? And the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was showing on the account. So on the yeah.\n\nMhmm. Okay. Uh-huh. Mhmm. Yeah.\n\nMhmm. Uh-huh. That's fine. Uh-huh. Okay.\n\nNo worries. Thank you so much for your help. Yeah. Yeah. Yes.\n\nNo. Sorry. The the the latency or the ping issue hasn't been solved. It's still been there. I still have to switch between office and with you guys.\n\nSo that definitely needs to be fixed. Yeah. It's been fixed. Yeah. No.\n\nNo. I have look. I obviously, because the the guy that I've been talking to, he made sure that he he told me that there was some upgrade going on, and he was gonna escalate it to engineering team. So this is the whole reason why I've been hold on to this thing. Right?\n\nAnd then now I received another invoice from Airtel that apparently they wanna charge me a $100 for something I never signed up for. So I'll I'll wait until you guys can fix this issue. And, obviously, on I look. The main thing on the website is it does not anywhere stay. The prices that I see on the Internet is excluding or including GST.\n\nAnd this is another thing that is bothering me now. The $76.95 plus $7 something is gonna be the GST. That'll be 80 $1 to sign up. But this is actually not the price that Airtel has advised. The original price should have been $76.95 as well.\n\nThat's it. The GST, that would have been Airtel's problem, not shouldn't be my problem. Because if you go ahead and have a look at any other Internet provider, whatever the price they are advertising, that's what you pay for it. Not like Airtel that you pay. You sign up for something $76, but hold on.\n\nI'm gonna charge you $8 GST on top of that because look. I understand I own the business as well. You have to pay GST, but that's not how it works. Mhmm. No worries.\n\nLook. I'll wait for your call. Yeah. I'll wait for your call as soon as it comes through, and then I think we'll go from there then. Okay?\n\nNo worries. Thank you so much. I appreciate your help. And look, I I I'm just not angry at you. It's just overall that holding has been.\n\nAnd I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from Airtel. Yeah. Yeah. No worries. Thank you so much.\n\nOkay. Alright. See you. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":4.64,"end":5.14,"sentiment":"neutral","sentiment_score":0.11311551928520204},{"text":"Hi.","start":6.7999997,"end":7.04,"sentiment":"neutral","sentiment_score":0.030612081289291385},{"text":"Can you hear me?","start":7.04,"end":8.02,"sentiment":"neutral","sentiment_score":0.025548907928168774},{"text":"Hi.","start":10.8,"end":11.2,"sentiment":"neutral","sentiment_score":-0.00015435460954904556},{"text":"This is Abe.","start":11.2,"end":12.259999,"sentiment":"neutral","sentiment_score":0.005610152613371611}],"sentiment":"neutral","sentiment_score":0.026259933551773428,"num_words":10,"start":4.64,"end":12.259999},{"sentences":[{"text":"Look, I've got an inquiry about something.","start":12.4,"end":14.66,"sentiment":"neutral","sentiment_score":-0.040713775902986526},{"text":"I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason.","start":15.115,"end":23.535,"sentiment":"neutral","sentiment_score":-0.27610047232537044},{"text":"And I just wanted to know the reason why it is happening.","start":24.475,"end":27.115,"sentiment":"neutral","sentiment_score":-0.21035375446081161},{"text":"Because so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel.","start":27.115,"end":36.64,"sentiment":"negative","sentiment_score":-0.6355905619760355},{"text":"So could you please have a look on my account?","start":37.1,"end":39.68,"sentiment":"neutral","sentiment_score":-0.21007006466388703}],"sentiment":"negative","sentiment_score":-0.3508408856452317,"num_words":74,"start":12.4,"end":39.68},{"sentences":[{"text":"Uh-huh.","start":55.53,"end":56.03,"sentiment":"neutral","sentiment_score":-0.14347772300243378},{"text":"No.","start":66.409996,"end":66.65,"sentiment":"negative","sentiment_score":-0.33617842197418213},{"text":"No.","start":66.65,"end":66.729996,"sentiment":"neutral","sentiment_score":-0.3300340175628662},{"text":"No.","start":66.729996,"end":66.89,"sentiment":"negative","sentiment_score":-0.3727073669433594},{"text":"I haven't.","start":66.89,"end":67.45,"sentiment":"negative","sentiment_score":-0.38143227994441986}],"sentiment":"neutral","sentiment_score":-0.32421034822861355,"num_words":6,"start":55.53,"end":67.45},{"sentences":[{"text":"I haven't.","start":67.45,"end":67.93,"sentiment":"negative","sentiment_score":-0.34966376423835754},{"text":"But the I'm surprised with the world.","start":67.93,"end":70.745,"sentiment":"negative","sentiment_score":-0.47374472447804045},{"text":"The first thing, there was a issue with the Internet.","start":70.745,"end":73.165,"sentiment":"negative","sentiment_score":-0.38683328926563265},{"text":"Then I was lied about what your website mentioned about Superboost.","start":74.585,"end":79.005,"sentiment":"negative","sentiment_score":-0.4190581197088415},{"text":"And, obviously, I signed up and this whole whole thing.","start":79.945,"end":83.25,"sentiment":"negative","sentiment_score":-0.346366411447525}],"sentiment":"negative","sentiment_score":-0.39892942309379575,"num_words":40,"start":67.45,"end":83.25},{"sentences":[{"text":"And I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue.","start":83.25,"end":97.174995,"sentiment":"negative","sentiment_score":-0.47971883018811545},{"text":"I'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys.","start":97.395,"end":106.994995,"sentiment":"negative","sentiment_score":-0.5456963164465768},{"text":"Because this is just getting overall too much headache.","start":106.994995,"end":110.08,"sentiment":"negative","sentiment_score":-0.7030235727628072},{"text":"And I I never thought that it would be this this bad signing up with Airtel.","start":110.08,"end":119.62,"sentiment":"negative","sentiment_score":-0.5627707503736019},{"text":"Trust me.","start":119.84,"end":120.32,"sentiment":"negative","sentiment_score":-0.3851768374443054}],"sentiment":"negative","sentiment_score":-0.5307347314937092,"num_words":107,"start":83.25,"end":120.32},{"sentences":[{"text":"This is nothing nothing but has been terrible experience.","start":120.32,"end":123.06,"sentiment":"negative","sentiment_score":-0.6626706520716349},{"text":"I'm paying Optus.","start":123.455,"end":124.355,"sentiment":"negative","sentiment_score":-0.5038078526655833},{"text":"I'm paying Airtel from the both sides, and the issues hasn't been fixed yet.","start":124.415,"end":129.635,"sentiment":"negative","sentiment_score":-0.540404451744897},{"text":"So is this something that we can work on?","start":129.775,"end":131.615,"sentiment":"negative","sentiment_score":-0.4695909387535519},{"text":"And I wanna escalate this further to just cancel the Internet service at all with Airtel.","start":131.615,"end":136.035,"sentiment":"negative","sentiment_score":-0.5884031560271978}],"sentiment":"negative","sentiment_score":-0.5623900136526894,"num_words":51,"start":120.32,"end":136.035},{"sentences":[{"text":"I'll pay the $75 one that I've used, and I just wanna cancel this.","start":136.33,"end":140.09,"sentiment":"neutral","sentiment_score":-0.2650047412940434},{"text":"You can take your modem back.","start":140.09,"end":141.55,"sentiment":"neutral","sentiment_score":-0.20497261732816696},{"text":"I'll be more than happy to ship it back to you guys, and that's it.","start":141.61,"end":144.75,"sentiment":"neutral","sentiment_score":0.327895121773084},{"text":"I don't wanna pay anything.","start":144.81,"end":146.09,"sentiment":"negative","sentiment_score":-0.4249285697937012},{"text":"I just wanna get out of this whole thing.","start":146.09,"end":148.545,"sentiment":"neutral","sentiment_score":-0.3289245499504937}],"sentiment":"neutral","sentiment_score":-0.10421304191861834,"num_words":49,"start":136.33,"end":148.545},{"sentences":[{"text":"Mhmm.","start":163.97,"end":164.47,"sentiment":"neutral","sentiment_score":-0.030061546713113785},{"text":"Mhmm.","start":170.93001,"end":171.43001,"sentiment":"neutral","sentiment_score":-0.009547308087348938},{"text":"Uh-huh.","start":175.485,"end":175.985,"sentiment":"neutral","sentiment_score":-0.015256756916642187},{"text":"Let me give you the let me give you the account number from the invoice.","start":189.005,"end":192.84001,"sentiment":"neutral","sentiment_score":0.02176763949294885},{"text":"The account number on the invoice is 1159.","start":194.82,"end":198.92001,"sentiment":"neutral","sentiment_score":0.009198597515933216}],"sentiment":"neutral","sentiment_score":0.01327837541556129,"num_words":26,"start":163.97,"end":198.92001},{"sentences":[{"text":"Oh, yeah.","start":213.605,"end":214.085,"sentiment":"neutral","sentiment_score":0.022045334801077843},{"text":"It's my name, Zaib.","start":214.085,"end":215.365,"sentiment":"neutral","sentiment_score":0.013508319621905684},{"text":"So z o h a I b.","start":215.365,"end":218.105,"sentiment":"neutral","sentiment_score":0.0008401844783553056},{"text":"Z o h a I b.","start":221.845,"end":225.48999,"sentiment":"neutral","sentiment_score":-0.0064014791666219635},{"text":"Yep.","start":229.87,"end":230.37,"sentiment":"neutral","sentiment_score":-0.0004228524339850992}],"sentiment":"neutral","sentiment_score":0.003258675600227434,"num_words":20,"start":213.605,"end":230.37},{"sentences":[{"text":"A for alpha, I for India, b for bravo.","start":230.98999,"end":234.20999,"sentiment":"neutral","sentiment_score":-0.002761327454613315},{"text":"Younis, y o u n I s.","start":238.875,"end":242.735,"sentiment":"neutral","sentiment_score":0.029120977967977524},{"text":"Yep.","start":248.155,"end":248.395,"sentiment":"neutral","sentiment_score":0.03708285838365555},{"text":"That's That's right.","start":248.395,"end":249.33,"sentiment":"neutral","sentiment_score":0.09039692332347234},{"text":"Mhmm.","start":269.725,"end":270.225,"sentiment":"neutral","sentiment_score":0.004627589602023363}],"sentiment":"neutral","sentiment_score":0.0234236246019247,"num_words":21,"start":230.98999,"end":270.225},{"sentences":[{"text":"No.","start":302.27,"end":302.51,"sentiment":"neutral","sentiment_score":-0.19695542752742767},{"text":"No.","start":302.51,"end":302.66998,"sentiment":"neutral","sentiment_score":-0.1262470781803131},{"text":"No.","start":302.66998,"end":302.75,"sentiment":"negative","sentiment_score":-0.4014633893966675},{"text":"No.","start":302.75,"end":303.07,"sentiment":"neutral","sentiment_score":-0.3129085898399353},{"text":"So the 500 MBBS, that was the Superfamily Boost that Ather was promising, and that was I've got, obviously, I've got my first invoice right in front of me.","start":303.07,"end":315.075,"sentiment":"neutral","sentiment_score":-0.012811951467703128}],"sentiment":"neutral","sentiment_score":-0.04270063871235558,"num_words":33,"start":302.27,"end":315.075},{"sentences":[{"text":"That was $76.95, and I was charged $20 for the modem that you guys were shipping it to me.","start":315.21503,"end":322.43503,"sentiment":"neutral","sentiment_score":-0.16351644106601415},{"text":"Yeah.","start":325.05502,"end":325.295,"sentiment":"neutral","sentiment_score":0.04637186974287033},{"text":"That's right.","start":325.295,"end":325.98,"sentiment":"neutral","sentiment_score":0.0952957347035408},{"text":"So the total invoice was 96 and 99.","start":326.46002,"end":329.84,"sentiment":"neutral","sentiment_score":0.06576709379442036},{"text":"And, obviously, what I paid to you guys so there was a contractual fee of $20.","start":330.14,"end":339.76,"sentiment":"neutral","sentiment_score":-0.003956467553507537}],"sentiment":"neutral","sentiment_score":-0.052326429817501616,"num_words":46,"start":315.21503,"end":339.76},{"sentences":[{"text":"Was $76.95 for Superfast Family Internet?","start":340.765,"end":345.02502,"sentiment":"neutral","sentiment_score":0.021980279590934515},{"text":"Ninety five cents.","start":352.605,"end":353.64,"sentiment":"neutral","sentiment_score":-0.0002900337179501851},{"text":"No, ma'am.","start":376.215,"end":376.695,"sentiment":"neutral","sentiment_score":-0.22899599373340607},{"text":"Because at the time at the time you gotta understand.","start":376.695,"end":379.255,"sentiment":"neutral","sentiment_score":-0.21872918009757997},{"text":"At the time when I signed up with you guys, okay, the problem with that was that, obviously, what Airtel advertised on their website, okay, that wasn't there.","start":379.255,"end":389.86,"sentiment":"negative","sentiment_score":-0.34286153476153103}],"sentiment":"neutral","sentiment_score":-0.2472325548035454,"num_words":49,"start":340.765,"end":389.86},{"sentences":[{"text":"So, like, even if that Family FiberBoost was $505,100.","start":389.86,"end":395.555,"sentiment":"neutral","sentiment_score":-0.2634618315431807},{"text":"So if you even read it down there, it says boost in dedicated zone up to 500 Mbps, unlimited stream.","start":395.555,"end":403.415,"sentiment":"neutral","sentiment_score":-0.12864689426496626},{"text":"So this has been changed.","start":403.475,"end":404.935,"sentiment":"neutral","sentiment_score":-0.16097334325313567},{"text":"So before, it was $505,100.","start":405.23502,"end":407.7,"sentiment":"neutral","sentiment_score":-0.11031691282987595},{"text":"The dude who's been helping me out with my Internet, right, the tech guy, he said temporarily, he has upgraded my account so that I can get maximum speed given that the issue that I was having with the with my Internet.","start":407.78,"end":422.44,"sentiment":"neutral","sentiment_score":-0.09109133535197803}],"sentiment":"neutral","sentiment_score":-0.12501705844921093,"num_words":81,"start":389.86,"end":422.44},{"sentences":[{"text":"But I was never told that I was gonna be scammed with $93.95.","start":422.76498,"end":427.485,"sentiment":"negative","sentiment_score":-0.7090274645732},{"text":"And that doesn't and the fact is the how Atell is lying about this is they're advertising that $76.95.","start":427.485,"end":435.09,"sentiment":"negative","sentiment_score":-0.6762300180761438},{"text":"But then on top of that, Airtel is charging the GST as well.","start":435.33,"end":439.33,"sentiment":"negative","sentiment_score":-0.45066136809495777},{"text":"How come that doesn't say in front of that inclusive of GST or exclusive of GST?","start":439.33,"end":444.87,"sentiment":"negative","sentiment_score":-0.5683260653167963},{"text":"So that's another scam right there.","start":445.41,"end":447.315,"sentiment":"negative","sentiment_score":-0.7261763016382853}],"sentiment":"negative","sentiment_score":-0.6175313436273319,"num_words":67,"start":422.76498,"end":447.315},{"sentences":[{"text":"No.","start":489.28,"end":489.43997,"sentiment":"neutral","sentiment_score":-0.2262595146894455},{"text":"No.","start":489.43997,"end":489.75998,"sentiment":"neutral","sentiment_score":-0.26234084367752075},{"text":"That was actually on the website.","start":489.75998,"end":491.52,"sentiment":"neutral","sentiment_score":-0.22912914802630743},{"text":"When I when I submitted my complaint to you guys, it was something that I clearly mentioned that this is what I got on the website was five hundred slash five hundred.","start":491.52,"end":502.73502,"sentiment":"neutral","sentiment_score":-0.2749974373728037},{"text":"Does it make sense?","start":503.515,"end":504.395,"sentiment":"neutral","sentiment_score":-0.16378681734204292}],"sentiment":"neutral","sentiment_score":-0.25723728435960685,"num_words":44,"start":489.28,"end":504.395},{"sentences":[{"text":"Superfamily fast Internet.","start":504.395,"end":505.935,"sentiment":"neutral","sentiment_score":-0.09983306874831517},{"text":"It was five hundred slash five hundred.","start":505.995,"end":508.975,"sentiment":"neutral","sentiment_score":-0.1345167032309941},{"text":"That was the only reason why I went with you guys instead of Omninet.","start":509.115,"end":514.16003,"sentiment":"neutral","sentiment_score":-0.1671608601297651},{"text":"And when my contract has been changed, this has been just ridiculous.","start":519.02,"end":523.76,"sentiment":"negative","sentiment_score":-0.4427477978169918},{"text":"Yeah.","start":530.465,"end":530.965,"sentiment":"neutral","sentiment_score":0.025278376415371895}],"sentiment":"neutral","sentiment_score":-0.23970441535316608,"num_words":37,"start":504.395,"end":530.965},{"sentences":[{"text":"Mhmm.","start":545.04004,"end":545.54004,"sentiment":"neutral","sentiment_score":-0.02848956733942032},{"text":"Uh-huh.","start":554.81494,"end":555.31494,"sentiment":"neutral","sentiment_score":-0.04837843030691147},{"text":"Yeah.","start":567.16003,"end":567.66003,"sentiment":"neutral","sentiment_score":0.0021606720983982086},{"text":"Yeah.","start":573.72003,"end":574.22003,"sentiment":"neutral","sentiment_score":0.04501459747552872},{"text":"Okay.","start":581.72504,"end":582.22504,"sentiment":"neutral","sentiment_score":0.09613244235515594}],"sentiment":"neutral","sentiment_score":0.013287942856550217,"num_words":5,"start":545.04004,"end":582.22504},{"sentences":[{"text":"Hello?","start":857.925,"end":858.425,"sentiment":"neutral","sentiment_score":0.1006627157330513},{"text":"Uh-huh.","start":891.44,"end":891.94,"sentiment":"neutral","sentiment_score":0.0015800504479557276},{"text":"Uh-huh.","start":900.575,"end":901.075,"sentiment":"neutral","sentiment_score":0.07552085816860199},{"text":"Mhmm.","start":920.67,"end":920.925,"sentiment":"neutral","sentiment_score":0.004778785165399313},{"text":"Mhmm.","start":951.435,"end":951.935,"sentiment":"neutral","sentiment_score":-0.011841926723718643}],"sentiment":"neutral","sentiment_score":0.034140096558257935,"num_words":5,"start":857.925,"end":951.935},{"sentences":[{"text":"No.","start":961.68994,"end":961.85,"sentiment":"neutral","sentiment_score":-0.21813219785690308},{"text":"No.","start":961.85,"end":962.08997,"sentiment":"neutral","sentiment_score":-0.19930905103683472},{"text":"No.","start":962.08997,"end":962.25,"sentiment":"neutral","sentiment_score":-0.20538851618766785},{"text":"No.","start":962.25,"end":962.49,"sentiment":"neutral","sentiment_score":-0.23070028424263},{"text":"Sir, it was your technician.","start":962.49,"end":963.87,"sentiment":"neutral","sentiment_score":-0.11079385131597519}],"sentiment":"neutral","sentiment_score":-0.1563888117671013,"num_words":9,"start":961.68994,"end":963.87},{"sentences":[{"text":"I've got his number as well.","start":965.61,"end":967.47,"sentiment":"neutral","sentiment_score":-0.01857891647766034},{"text":"He he I don't know what his name is, but he's the one that I've been talking to when he was helping me with setting up my account.","start":968.73,"end":976.125,"sentiment":"neutral","sentiment_score":-0.05955409298517874},{"text":"So what has happened is he was the one last week when I was talking to him because I've been having issue with the ping, and I can't play online games only because I've been getting high ping, like 200 MBBS, 200 ping MS, or 197.","start":977.145,"end":993.34,"sentiment":"neutral","sentiment_score":-0.18141393995155458},{"text":"So I have to actually go and bloody buy an Internet from Optus to help myself with it so that I can play games only because now I'm paying $80 to Optus, and I'm paying $75 to you guys.","start":993.64,"end":1007.485,"sentiment":"neutral","sentiment_score":-0.2641816143042002},{"text":"And this is super unfair that I have signed up with you guys from last two months or three months, and it's still the problem is still there where it is from that time to that time.","start":1007.705,"end":1018.08,"sentiment":"negative","sentiment_score":-0.6347651924635913}],"sentiment":"neutral","sentiment_score":-0.2814963103797382,"num_words":156,"start":965.61,"end":1018.08},{"sentences":[{"text":"And given all these circumstances, either agent needs to finish off this contract and bypass this.","start":1018.3,"end":1025.28,"sentiment":"negative","sentiment_score":-0.5273274760693312},{"text":"Otherwise, I will be taking this to TIR.","start":1025.5,"end":1027.76,"sentiment":"negative","sentiment_score":-0.6447837501764297},{"text":"And because I'm not happy at all with the hotel.","start":1028.185,"end":1030.345,"sentiment":"negative","sentiment_score":-0.6969666182994843},{"text":"Whatever the way I've been treated, high latency, high high ping I've been getting, everything all in together.","start":1030.345,"end":1038.4451,"sentiment":"negative","sentiment_score":-0.33707832048336667},{"text":"Like, if you wanna make an official complaint, I'll be more than happy to do it.","start":1038.505,"end":1042.23,"sentiment":"neutral","sentiment_score":0.17702178843319416}],"sentiment":"negative","sentiment_score":-0.3500034846365452,"num_words":68,"start":1018.3,"end":1042.23},{"sentences":[{"text":"Otherwise, I will be taking this to TIO if I will be charged for anything for canceling the contract with Airtel.","start":1042.5499,"end":1048.89,"sentiment":"negative","sentiment_score":-0.4592679895105816},{"text":"Because I don't wanna pay at two places only because the Airtel canceled their own shit.","start":1049.11,"end":1053.99,"sentiment":"negative","sentiment_score":-0.48708988539874554},{"text":"You know?","start":1053.99,"end":1054.65,"sentiment":"neutral","sentiment_score":-0.1207452155649662},{"text":"And the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was showing on the account.","start":1055.51,"end":1066.4651,"sentiment":"neutral","sentiment_score":0.03480960300657898},{"text":"So on the yeah.","start":1066.8451,"end":1068.785,"sentiment":"neutral","sentiment_score":0.09436709620058537}],"sentiment":"neutral","sentiment_score":-0.21584240928292275,"num_words":75,"start":1042.5499,"end":1068.785},{"sentences":[{"text":"Mhmm.","start":1110.885,"end":1111.385,"sentiment":"neutral","sentiment_score":0.0645274966955185},{"text":"Okay.","start":1114.9651,"end":1115.4651,"sentiment":"neutral","sentiment_score":0.22158214449882507},{"text":"Uh-huh.","start":1139.5549,"end":1140.0549,"sentiment":"neutral","sentiment_score":0.025783026590943336},{"text":"Mhmm.","start":1149.49,"end":1149.99,"sentiment":"neutral","sentiment_score":0.285711407661438},{"text":"Yeah.","start":1170.705,"end":1171.08,"sentiment":"neutral","sentiment_score":-0.06706757843494415}],"sentiment":"neutral","sentiment_score":0.10610729940235615,"num_words":5,"start":1110.885,"end":1171.08},{"sentences":[{"text":"Mhmm.","start":1185.24,"end":1185.675,"sentiment":"neutral","sentiment_score":0.04084565490484238},{"text":"Uh-huh.","start":1187.5951,"end":1188.0951,"sentiment":"neutral","sentiment_score":0.01700281724333763},{"text":"That's fine.","start":1196.0751,"end":1196.9751,"sentiment":"neutral","sentiment_score":0.08835870027542114},{"text":"Uh-huh.","start":1217.3049,"end":1217.8049,"sentiment":"neutral","sentiment_score":-0.001411272562108934},{"text":"Okay.","start":1223.065,"end":1223.385,"sentiment":"neutral","sentiment_score":0.06336035579442978}],"sentiment":"neutral","sentiment_score":0.049419159321890525,"num_words":6,"start":1185.24,"end":1223.385},{"sentences":[{"text":"No worries.","start":1223.385,"end":1223.88,"sentiment":"neutral","sentiment_score":0.12443486973643303},{"text":"Thank you so much for your help.","start":1224.04,"end":1225.58,"sentiment":"positive","sentiment_score":0.4744271125112261},{"text":"Yeah.","start":1233.64,"end":1234.14,"sentiment":"neutral","sentiment_score":-0.007080305367708206},{"text":"Yeah.","start":1236.04,"end":1236.54,"sentiment":"neutral","sentiment_score":0.016524173319339752},{"text":"Yes.","start":1237.24,"end":1237.74,"sentiment":"neutral","sentiment_score":-0.0005379188805818558}],"sentiment":"neutral","sentiment_score":0.29823045634354156,"num_words":12,"start":1223.385,"end":1237.74},{"sentences":[{"text":"No.","start":1237.96,"end":1238.36,"sentiment":"neutral","sentiment_score":-0.07786744087934494},{"text":"Sorry.","start":1238.36,"end":1238.76,"sentiment":"neutral","sentiment_score":-0.18056759238243103},{"text":"The the the latency or the ping issue hasn't been solved.","start":1238.76,"end":1243.255,"sentiment":"negative","sentiment_score":-0.39227294380014593},{"text":"It's still been there.","start":1243.635,"end":1244.755,"sentiment":"negative","sentiment_score":-0.45726653933525085},{"text":"I still have to switch between office and with you guys.","start":1244.755,"end":1249.015,"sentiment":"negative","sentiment_score":-0.41769118200648914}],"sentiment":"negative","sentiment_score":-0.3927538062312773,"num_words":28,"start":1237.96,"end":1249.015},{"sentences":[{"text":"So that definitely needs to be fixed.","start":1249.2351,"end":1251.2351,"sentiment":"negative","sentiment_score":-0.48640203050204683},{"text":"Yeah.","start":1251.2351,"end":1251.395,"sentiment":"neutral","sentiment_score":-0.10118714720010756},{"text":"It's been fixed.","start":1251.395,"end":1252.17,"sentiment":"neutral","sentiment_score":-0.1311056688427925},{"text":"Yeah.","start":1258.41,"end":1258.65,"sentiment":"neutral","sentiment_score":-0.08516189455986023},{"text":"No.","start":1258.65,"end":1258.89,"sentiment":"neutral","sentiment_score":-0.18954862654209137}],"sentiment":"neutral","sentiment_score":-0.3210791452572896,"num_words":13,"start":1249.2351,"end":1258.89},{"sentences":[{"text":"No.","start":1258.89,"end":1259.13,"sentiment":"neutral","sentiment_score":-0.23095926642417908},{"text":"I have look.","start":1259.13,"end":1260.01,"sentiment":"neutral","sentiment_score":-0.19651813308397928},{"text":"I obviously, because the the guy that I've been talking to, he made sure that he he told me that there was some upgrade going on, and he was gonna escalate it to engineering team.","start":1260.01,"end":1269.715,"sentiment":"neutral","sentiment_score":-0.30745927904333387},{"text":"So this is the whole reason why I've been hold on to this thing.","start":1269.9349,"end":1273.695,"sentiment":"negative","sentiment_score":-0.35734756929533823},{"text":"Right?","start":1273.695,"end":1274.195,"sentiment":"neutral","sentiment_score":-0.26480016112327576}],"sentiment":"neutral","sentiment_score":-0.31202323265649656,"num_words":54,"start":1258.89,"end":1274.195},{"sentences":[{"text":"And then now I received another invoice from Airtel that apparently they wanna charge me a $100 for something I never signed up for.","start":1274.415,"end":1282.26,"sentiment":"negative","sentiment_score":-0.47390010207891464},{"text":"So I'll I'll wait until you guys can fix this issue.","start":1282.56,"end":1286.74,"sentiment":"negative","sentiment_score":-0.3495741974223744},{"text":"And, obviously, on I look.","start":1286.88,"end":1289.84,"sentiment":"neutral","sentiment_score":-0.13610609024763107},{"text":"The main thing on the website is it does not anywhere stay.","start":1289.84,"end":1294.1,"sentiment":"neutral","sentiment_score":-0.19353293254971504},{"text":"The prices that I see on the Internet is excluding or including GST.","start":1294.515,"end":1299.975,"sentiment":"neutral","sentiment_score":-0.1555485914532955}],"sentiment":"neutral","sentiment_score":-0.3114457838810407,"num_words":65,"start":1274.415,"end":1299.975},{"sentences":[{"text":"And this is another thing that is bothering me now.","start":1300.435,"end":1303.175,"sentiment":"neutral","sentiment_score":-0.3081043154001236},{"text":"The $76.95 plus $7 something is gonna be the GST.","start":1303.235,"end":1308.615,"sentiment":"neutral","sentiment_score":-0.13376774564385413},{"text":"That'll be 80 $1 to sign up.","start":1309.0,"end":1311.6599,"sentiment":"neutral","sentiment_score":-0.0364031158387661},{"text":"But this is actually not the price that Airtel has advised.","start":1311.72,"end":1316.7799,"sentiment":"neutral","sentiment_score":-0.16949775476347317},{"text":"The original price should have been $76.95 as well.","start":1317.1599,"end":1321.5599,"sentiment":"neutral","sentiment_score":-0.07033143523666593}],"sentiment":"neutral","sentiment_score":-0.15257448171998592,"num_words":47,"start":1300.435,"end":1321.5599},{"sentences":[{"text":"That's it.","start":1321.5599,"end":1322.295,"sentiment":"neutral","sentiment_score":-0.06484901532530785},{"text":"The GST, that would have been Airtel's problem, not shouldn't be my problem.","start":1322.535,"end":1326.635,"sentiment":"neutral","sentiment_score":-0.25962016444939834},{"text":"Because if you go ahead and have a look at any other Internet provider, whatever the price they are advertising, that's what you pay for it.","start":1326.775,"end":1335.015,"sentiment":"neutral","sentiment_score":-0.10984910637713395},{"text":"Not like Airtel that you pay.","start":1335.015,"end":1336.86,"sentiment":"neutral","sentiment_score":-0.17301680892705917},{"text":"You sign up for something $76, but hold on.","start":1337.02,"end":1339.58,"sentiment":"neutral","sentiment_score":-0.12211775117450291}],"sentiment":"neutral","sentiment_score":-0.15174995622198498,"num_words":56,"start":1321.5599,"end":1339.58},{"sentences":[{"text":"I'm gonna charge you $8 GST on top of that because look.","start":1339.58,"end":1343.5,"sentiment":"neutral","sentiment_score":-0.16806337423622608},{"text":"I understand I own the business as well.","start":1343.5,"end":1345.26,"sentiment":"neutral","sentiment_score":-0.07368659460917115},{"text":"You have to pay GST, but that's not how it works.","start":1345.26,"end":1347.6799,"sentiment":"neutral","sentiment_score":-0.14272831989960236},{"text":"Mhmm.","start":1382.025,"end":1382.525,"sentiment":"neutral","sentiment_score":0.02935967594385147},{"text":"No worries.","start":1383.665,"end":1385.625,"sentiment":"neutral","sentiment_score":0.09893503412604332}],"sentiment":"neutral","sentiment_score":-0.11614808889434618,"num_words":34,"start":1339.58,"end":1385.625},{"sentences":[{"text":"Look.","start":1385.625,"end":1385.865,"sentiment":"neutral","sentiment_score":0.11136849224567412},{"text":"I'll wait for your call.","start":1385.865,"end":1387.165,"sentiment":"neutral","sentiment_score":0.12238625586032867},{"text":"Yeah.","start":1388.76,"end":1389.16,"sentiment":"neutral","sentiment_score":0.17279095947742462},{"text":"I'll wait for your call as soon as it comes through, and then I think we'll go from there then.","start":1389.16,"end":1394.14,"sentiment":"neutral","sentiment_score":0.1558143313974142},{"text":"Okay?","start":1397.0,"end":1397.5,"sentiment":"neutral","sentiment_score":0.1837783306837082}],"sentiment":"neutral","sentiment_score":0.14986270320202624,"num_words":28,"start":1385.625,"end":1397.5},{"sentences":[{"text":"No worries.","start":1398.92,"end":1399.48,"sentiment":"neutral","sentiment_score":0.2904995232820511},{"text":"Thank you so much.","start":1399.48,"end":1400.2001,"sentiment":"positive","sentiment_score":0.6452968567609787},{"text":"I appreciate your help.","start":1400.2001,"end":1401.105,"sentiment":"positive","sentiment_score":0.6590435057878494},{"text":"And look, I I I'm just not angry at you.","start":1402.225,"end":1404.865,"sentiment":"neutral","sentiment_score":-0.16800860911607743},{"text":"It's just overall that holding has been.","start":1404.865,"end":1408.005,"sentiment":"neutral","sentiment_score":-0.11295538768172264}],"sentiment":"neutral","sentiment_score":0.12324395154913266,"num_words":27,"start":1398.92,"end":1408.005},{"sentences":[{"text":"And I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from Airtel.","start":1408.145,"end":1415.9249,"sentiment":"neutral","sentiment_score":-0.256712693721056},{"text":"Yeah.","start":1416.03,"end":1416.53,"sentiment":"neutral","sentiment_score":0.2046026587486267},{"text":"Yeah.","start":1424.99,"end":1425.47,"sentiment":"neutral","sentiment_score":0.2569849491119385},{"text":"No worries.","start":1425.47,"end":1425.9501,"sentiment":"positive","sentiment_score":0.3678268492221832},{"text":"Thank you so much.","start":1425.9501,"end":1426.7369,"sentiment":"positive","sentiment_score":0.7629536986351013}],"sentiment":"neutral","sentiment_score":-0.04662077203392982,"num_words":30,"start":1408.145,"end":1426.7369},{"sentences":[{"text":"Okay.","start":1428.9769,"end":1429.4769,"sentiment":"positive","sentiment_score":0.33966362476348877},{"text":"Alright.","start":1430.417,"end":1430.8169,"sentiment":"neutral","sentiment_score":0.3062245547771454},{"text":"See you.","start":1430.8169,"end":1431.2169,"sentiment":"positive","sentiment_score":0.4172939211130142},{"text":"Bye.","start":1431.2169,"end":1431.7169,"sentiment":"neutral","sentiment_score":0.2103261202573776}],"sentiment":"positive","sentiment_score":0.33816042840480803,"num_words":5,"start":1428.9769,"end":1431.7169}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary.\n\nChannel 1: Hello?\n\nChannel 0: Hi.\n\nChannel 1: Hi.\n\nChannel 0: My\n\nChannel 1: Can\n\nChannel 0: name\n\nChannel 1: you\n\nChannel 0: is\n\nChannel 1: hear me?\n\nChannel 0: Mary. Yes. I can hear you. Can you hear me?\n\nChannel 1: Hi. This is Abe. Look, I've got an inquiry about something. I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason. And I just wanted to know the reason why it is happening.\n\nBecause so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel. So could you please have a look on my account?\n\nChannel 0: Oh my god. I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support?\n\nChannel 1: Uh-huh.\n\nChannel 0: I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us?\n\nChannel 1: No. No. No. I haven't. I haven't.\n\nBut the I'm surprised with the world. The first thing, there was a issue with the Internet. Then I was lied about what your website mentioned about Superboost. And, obviously, I signed up and this whole whole thing. And I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue.\n\nI'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys. Because this is just getting overall too much headache. And I I never thought that it would be this this bad signing up with Airtel. Trust me. This is nothing nothing but has been terrible experience.\n\nI'm paying Optus. I'm paying Airtel from the both\n\nChannel 0: Mhmm.\n\nChannel 1: sides, and the issues hasn't been fixed yet. So is this something that we can work on? And I wanna escalate this further to just cancel the Internet service at all with Airtel. I'll pay the $75 one that I've used, and I just wanna cancel this. You can take your modem back.\n\nI'll be more than happy to ship it back to you guys, and that's it. I don't wanna pay anything. I just wanna get out of this whole thing.\n\nChannel 0: I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection. But no worries. If you could give us a chance to look into this further,\n\nChannel 1: Mhmm.\n\nChannel 0: I'll take a look and check further regarding the invoice or the billing that you receive right now. Then\n\nChannel 1: Mhmm.\n\nChannel 0: later, we'll work on your Internet service\n\nChannel 1: Uh-huh.\n\nChannel 0: and look deeper through our technical support team. Okay? Thank you so much. I need to pull up your account. Could you provide me the complete name\n\nChannel 1: Let me\n\nChannel 0: associated\n\nChannel 1: give you the\n\nChannel 0: with\n\nChannel 1: let\n\nChannel 0: data?\n\nChannel 1: me give you the account number from the invoice. The account number on the invoice is 1159.\n\nChannel 0: I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account.\n\nChannel 1: Oh, yeah. It's my name, Zaib. So z o h a I b.\n\nChannel 0: Sorry. What's the name again?\n\nChannel 1: Z o h a I b.\n\nChannel 0: V o h\n\nChannel 1: Yep. A for alpha,\n\nChannel 0: a I d\n\nChannel 1: I for India, b for bravo.\n\nChannel 0: okay. Thank you so much. How about the last name on the account?\n\nChannel 1: Younis, y o u n I s.\n\nChannel 0: Thank you so much, Zohayb. Did I pronounce it correctly?\n\nChannel 1: Yep. That's That's right.\n\nChannel 0: Alright. Thank you so much. Just give me one second. I have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS. Let me see now your the invoice that was just sent to you.\n\nOkay?\n\nChannel 1: Mhmm.\n\nChannel 0: Let me also go to our website as well. Because right now, I'm seeing a 500 m d p s on your plan, which is\n\nChannel 1: No. No. No. No. So the 500 MBBS, that was\n\nChannel 0: mhmm.\n\nChannel 1: the Superfamily Boost that\n\nChannel 0: Yes.\n\nChannel 1: Ather was promising, and that was I've got, obviously, I've got my first invoice right in front of me. That was $76.95, and I was charged $20 for the modem that you guys were shipping it to me.\n\nChannel 0: Yes. For the delivery fee.\n\nChannel 1: Yeah. That's right. So the total invoice was 96 and 99. And, obviously, what I paid to you guys so there was a contractual fee of $20. Was $76.95 for Superfast Family Internet?\n\nChannel 0: Hold on. Hold on. For a Supe Dummy. You mentioned about $76 and\n\nChannel 1: Ninety five cents.\n\nChannel 0: in size? Yes. I'm on the website, and that's for the supa family fast for 100 over 40 MBBS. And looking at your current subscription, it's actually a 500 over 50 m d p s.\n\nChannel 1: No, ma'am. Because\n\nChannel 0: But\n\nChannel 1: at the time at the time you gotta understand. At the time when I signed up with you guys,\n\nChannel 0: Yes.\n\nChannel 1: okay, the problem with that was\n\nChannel 0: Mhmm.\n\nChannel 1: that, obviously, what Airtel advertised on their website, okay, that wasn't there. So, like, even if that\n\nChannel 0: Mhmm.\n\nChannel 1: Family FiberBoost was $505,100. So if you even read it down there, it says boost in dedicated zone up to 500 Mbps, unlimited\n\nChannel 0: Mhmm.\n\nChannel 1: stream. So this has been changed. So before, it was $505,100. The dude who's been helping me out with my Internet, right, the tech guy, he said temporarily, he has upgraded my account so that I can get maximum speed given that the issue that I was having with the with my Internet. But I was never told that I was gonna be scammed with $93.95.\n\nAnd that doesn't and the fact is the how Atell is lying about this is they're advertising that $76.95. But then on top of that, Airtel is charging the GST as well. How come that doesn't say in front of that inclusive of GST or exclusive of GST? So that's another scam right there.\n\nChannel 0: I really understand where you're coming from, so high. The prices on the website is actually the discounted price for the current I mean, there from the current regular price. Before we go through with your plan again, so what you previously plan was 100. However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS. Right?\n\nChannel 1: No. No. That was actually on the website. When I when I submitted\n\nChannel 0: Yes.\n\nChannel 1: my complaint to you guys, it was something that I clearly mentioned that this is what I got on the website was five hundred slash five hundred. Does it make sense? Superfamily fast Internet. It was five hundred slash five hundred. That was the only reason why I went with you guys instead of Omninet.\n\nChannel 0: Hold\n\nChannel 1: And\n\nChannel 0: on. Let me just\n\nChannel 1: when\n\nChannel 0: see.\n\nChannel 1: my contract has been changed, this has been just ridiculous.\n\nChannel 0: Mhmm. Okay. Let me just review here further. Okay? Please\n\nChannel 1: Yeah.\n\nChannel 0: stay on the line. Yeah. I'm currently seeing let me just I just wanna make sure that I won't miss any communication that\n\nChannel 1: Mhmm.\n\nChannel 0: you had with us. So please give me a second. It will take a couple of minutes. I just wanna make sure that we'll be, you know, reviewing everything, what\n\nChannel 1: Uh-huh.\n\nChannel 0: happened before during your the day when you subscribed with us or started your plan. Register that we'll work on this together, Zohad. We'll make\n\nChannel 1: Yeah.\n\nChannel 0: sure to fix things for you and sort everything out. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: I'll make sure of that. So please stay on the line, and I'll get back to you. Please hold within two minutes, and I'll get back to you. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Thank you. Hello, Doha.\n\nChannel 1: Hello?\n\nChannel 0: Hi. Thank you so much for holding. I actually reviewed your account, and, yes, you are correct. And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS. I know that you've already talked to both of my colleagues.\n\nI\n\nChannel 1: Uh-huh.\n\nChannel 0: know that you've also been informed that that's a boosted feature. We really acknowledge that, and we worked into it. I also\n\nChannel 1: Uh-huh.\n\nChannel 0: saw here on your account as well that an upgrade would actually happen from a 100 MBPS to 500 MBPS. So this is actually one of the reason why you are seeing a current bill or an invoice for a $102 and sorry. $100.79.\n\nChannel 1: Mhmm.\n\nChannel 0: Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back. I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill. So to make sure or to make everything clear,\n\nChannel 1: Mhmm.\n\nChannel 0: you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade. Correct?\n\nChannel 1: No. No. No. No. Sir, it was your technician.\n\nChannel 0: Mhmm.\n\nChannel 1: I've\n\nChannel 0: Okay.\n\nChannel 1: got his number as well.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: He he I don't know what his name is, but he's the one that I've been talking to when he was helping me with setting up my account. So what has happened is he was the one last week when I was talking to him because I've been having issue with the ping, and I can't play online games only because I've been getting high ping, like 200 MBBS, 200 ping MS, or\n\nChannel 0: Yes.\n\nChannel 1: 197. So I have to actually go and bloody\n\nChannel 0: Yeah.\n\nChannel 1: buy an Internet from Optus to help myself with it so that I can play games only because now I'm paying $80 to Optus, and I'm paying $75 to you guys. And this is super unfair that I have signed up with you guys from last two months or three months, and it's still the problem is still there where it is from that\n\nChannel 0: Yes.\n\nChannel 1: time to that time. And given all these circumstances, either agent needs to finish off this contract and bypass this. Otherwise, I will be taking this to TIR. And because I'm not happy at all with the hotel. Whatever the way I've been treated, high latency, high high ping I've been getting, everything all in together.\n\nLike, if you wanna make an official complaint, I'll be more than happy to do it. Otherwise, I will be taking this to TIO if I will be charged for anything for canceling the contract with Airtel. Because I don't wanna pay at two places only because the Airtel canceled their own shit. You know?\n\nChannel 0: Mhmm.\n\nChannel 1: And\n\nChannel 0: So\n\nChannel 1: the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was\n\nChannel 0: Yes.\n\nChannel 1: showing\n\nChannel 0: No.\n\nChannel 1: on the account.\n\nChannel 0: Yes.\n\nChannel 1: So\n\nChannel 0: No\n\nChannel 1: on\n\nChannel 0: no\n\nChannel 1: the\n\nChannel 0: worries,\n\nChannel 1: yeah.\n\nChannel 0: Zohai. I I I know where you're coming from, and we actually work here hand in hand. We all work here together. And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern. Like, he he actually attended your concern right away.\n\nHe wanted to make sure that you will be attended in every week in every ticket that you raised. I saw that during my I mean, the previous days or the previous weeks or the previous months that from the start of your son with us, Zohad.\n\nChannel 1: Mhmm.\n\nChannel 0: Rest assured that I will work on it for this. Okay?\n\nChannel 1: Okay.\n\nChannel 0: We'll work on it together. We are in this together. You, Zohad, me, and the rest of the team. We'll make sure to get these, things right for you. I know where what I know now what happened with the upgrade to a 100 MBPS.\n\nSo the the the invoice that you receive right now stems to the 500 MBPS plan that is currently reflecting on your account. But\n\nChannel 1: Uh-huh.\n\nChannel 0: I no worries for that. I'll go ahead and reach out to the technical support team to know more about what happened. Okay? But I I hear you, Zohai. I really\n\nChannel 1: Mhmm.\n\nChannel 0: acknowledge, and I actually appreciate you telling me those feedback. Rest assured that we are working our lapses. And please, Nuhive, please do give us a chance to, you know, get your trust with us. I know it's been there has been an issue with our service,\n\nChannel 1: Yeah.\n\nChannel 0: but we want you to stay as we want to to make sure that Airtel is giving you the best possible service and also Internet service that you\n\nChannel 1: Mhmm.\n\nChannel 0: should be receiving. Okay?\n\nChannel 1: Uh-huh.\n\nChannel 0: Thank you so much. So if you could give me time, I will give you a callback within fifteen to twenty minutes or so.\n\nChannel 1: That's\n\nChannel 0: But\n\nChannel 1: fine.\n\nChannel 0: I'll make sure I I'll just need to make sure that everything is sorted on my end before we fully go deeper to your current invoice right now. So right now, you'd please don't make any actions yet regarding your account balance or your invoice.\n\nChannel 1: Uh-huh.\n\nChannel 0: I will look into this, and rest assured, I'll get back to you with answers. Okay?\n\nChannel 1: Okay. No worries. Thank you so much\n\nChannel 0: Thank\n\nChannel 1: for\n\nChannel 0: you\n\nChannel 1: your\n\nChannel 0: so\n\nChannel 1: help.\n\nChannel 0: much. No worries, Ojib. I just wanna make sure that everything right now is working properly on your end. As you mentioned,\n\nChannel 1: Yeah.\n\nChannel 0: latency about your games. Is everything\n\nChannel 1: Yeah.\n\nChannel 0: okay? How do\n\nChannel 1: Yes.\n\nChannel 0: you want me to\n\nChannel 1: No.\n\nChannel 0: check?\n\nChannel 1: Sorry. The the the latency or the ping\n\nChannel 0: Mhmm.\n\nChannel 1: issue hasn't been solved. It's still been there. I still have to switch between office and with you guys. So that definitely needs to be fixed. Yeah.\n\nIt's been fixed.\n\nChannel 0: So are you really decided that you are gonna change the service?\n\nChannel 1: Yeah.\n\nChannel 0: I\n\nChannel 1: No.\n\nChannel 0: hope\n\nChannel 1: No.\n\nChannel 0: you\n\nChannel 1: I have\n\nChannel 0: give us\n\nChannel 1: look.\n\nChannel 0: a chance\n\nChannel 1: I\n\nChannel 0: again.\n\nChannel 1: obviously, because the the guy that I've been talking to, he made sure that he he told me that there was some upgrade going on, and he was gonna escalate it to engineering team. So this is the whole reason why I've been hold on to this thing. Right? And then now I received another invoice from Airtel that apparently they wanna charge me a $100 for something I never signed up for. So I'll I'll wait until you guys can fix this issue.\n\nAnd, obviously, on I look. The main thing on the website is it does not anywhere stay. The prices that I see on the Internet is excluding or including GST. And this is another thing\n\nChannel 0: Yes.\n\nChannel 1: that is bothering me now. The $76.95 plus $7 something\n\nChannel 0: GST.\n\nChannel 1: is gonna be the GST. That'll be 80\n\nChannel 0: Sure.\n\nChannel 1: $1 to sign up. But this is actually not the price that Airtel\n\nChannel 0: Yes.\n\nChannel 1: has advised.\n\nChannel 0: I will\n\nChannel 1: The original price\n\nChannel 0: mhmm.\n\nChannel 1: should have been $76.95 as well. That's it. The GST, that would have been Airtel's problem, not shouldn't be my problem. Because if you go ahead and have a look at any other Internet provider, whatever the price they are advertising, that's what you pay for it. Not like Airtel that you pay.\n\nYou sign up for something $76, but hold on. I'm gonna charge you $8 GST on top of that because look. I understand I own the business as well. You have to pay GST, but that's not how it works.\n\nChannel 0: Mhmm. We take I mean, we have already annotated that and did by your feedback about the GST, we are actually currently working on our website to being more specific with the prices, including the GST. As, you know, I understand that you're a business owner as well. GST is needed to be paid. That's why a specific price with GST or excluding GST must also be added on the website.\n\nWe really thank you for that. We really thank you for pointing that out, though, hype.\n\nChannel 1: Mhmm.\n\nChannel 0: Mhmm.\n\nChannel 1: No worries. Look. I'll wait for your call.\n\nChannel 0: So mhmm. Sure.\n\nChannel 1: Yeah. I'll wait for your call as soon as it comes through, and then I\n\nChannel 0: Yes.\n\nChannel 1: think we'll go from there then.\n\nChannel 0: Yes. I will. I will\n\nChannel 1: Okay?\n\nChannel 0: call you within the day. Yeah. Yeah. Yeah.\n\nChannel 1: No worries. Thank you so much. I appreciate your help.\n\nChannel 0: Yeah. No worries.\n\nChannel 1: And\n\nChannel 0: So\n\nChannel 1: look,\n\nChannel 0: have\n\nChannel 1: I\n\nChannel 0: you\n\nChannel 1: I\n\nChannel 0: are\n\nChannel 1: I'm just not angry at you. It's just overall that holding has been.\n\nChannel 0: yeah.\n\nChannel 1: And I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from Airtel. Yeah.\n\nChannel 0: Yes. And we'll make sure to get everything right for you.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: No worries. Thank you so much.\n\nChannel 0: Mhmm. Thank you so much, Zohas, and\n\nChannel 1: Okay.\n\nChannel 0: talk to you later.\n\nChannel 1: Alright. See you. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.1999999,"end":2.3999999,"sentiment":"positive","sentiment_score":0.4319482326507568},{"text":"My name is Mary.","start":2.3999999,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.3173912465572357}],"sentiment":"positive","sentiment_score":0.3810340166091919,"channel":0,"num_words":9,"start":1.1999999,"end":3.3799999},{"sentences":[{"text":"Hello?","start":4.64,"end":5.14,"sentiment":"neutral","sentiment_score":0.11311551928520204}],"sentiment":"neutral","sentiment_score":0.11311551928520204,"channel":1,"num_words":1,"start":4.64,"end":5.14},{"sentences":[{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":0.03641802817583084}],"sentiment":"neutral","sentiment_score":0.03641802817583084,"channel":0,"num_words":1,"start":6.0,"end":6.5},{"sentences":[{"text":"Hi.","start":6.7999997,"end":7.04,"sentiment":"neutral","sentiment_score":0.030612081289291385}],"sentiment":"neutral","sentiment_score":0.030612081289291385,"channel":1,"num_words":1,"start":6.7999997,"end":7.04},{"sentences":[{"text":"My","start":6.96,"end":7.12,"sentiment":"neutral","sentiment_score":0.024931568652391434}],"sentiment":"neutral","sentiment_score":0.024931568652391434,"channel":0,"num_words":1,"start":6.96,"end":7.12},{"sentences":[{"text":"Can","start":7.04,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.024079089984297752}],"sentiment":"neutral","sentiment_score":0.024079089984297752,"channel":1,"num_words":1,"start":7.04,"end":7.2799997},{"sentences":[{"text":"name","start":7.12,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.028187936171889305}],"sentiment":"neutral","sentiment_score":0.028187936171889305,"channel":0,"num_words":1,"start":7.12,"end":7.2799997},{"sentences":[{"text":"you","start":7.2799997,"end":7.3599997,"sentiment":"neutral","sentiment_score":0.02141044475138187}],"sentiment":"neutral","sentiment_score":0.02141044475138187,"channel":1,"num_words":1,"start":7.2799997,"end":7.3599997},{"sentences":[{"text":"is","start":7.2799997,"end":7.52,"sentiment":"neutral","sentiment_score":0.023913592100143433}],"sentiment":"neutral","sentiment_score":0.023913592100143433,"channel":0,"num_words":1,"start":7.2799997,"end":7.52},{"sentences":[{"text":"hear me?","start":7.3599997,"end":8.02,"sentiment":"neutral","sentiment_score":0.028353048488497734}],"sentiment":"neutral","sentiment_score":0.028353048488497734,"channel":1,"num_words":2,"start":7.3599997,"end":8.02},{"sentences":[{"text":"Mary.","start":7.52,"end":8.02,"sentiment":"neutral","sentiment_score":0.042060837149620056},{"text":"Yes.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.016013404354453087},{"text":"I can hear you.","start":8.559999,"end":9.12,"sentiment":"neutral","sentiment_score":0.013882378349080682},{"text":"Can you hear me?","start":9.12,"end":10.0199995,"sentiment":"neutral","sentiment_score":0.012129518436267972}],"sentiment":"neutral","sentiment_score":0.016212182864546777,"channel":0,"num_words":10,"start":7.52,"end":10.0199995},{"sentences":[{"text":"Hi.","start":10.8,"end":11.2,"sentiment":"neutral","sentiment_score":-0.00015435460954904556},{"text":"This is Abe.","start":11.2,"end":12.259999,"sentiment":"neutral","sentiment_score":0.005610152613371611},{"text":"Look, I've got an inquiry about something.","start":12.4,"end":14.66,"sentiment":"neutral","sentiment_score":-0.040713775902986526},{"text":"I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason.","start":15.115,"end":23.535,"sentiment":"neutral","sentiment_score":-0.27610047232537044},{"text":"And I just wanted to know the reason why it is happening.","start":24.475,"end":27.115,"sentiment":"neutral","sentiment_score":-0.21035375446081161}],"sentiment":"neutral","sentiment_score":-0.19524262046483767,"channel":1,"num_words":44,"start":10.8,"end":27.115},{"sentences":[{"text":"Because so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel.","start":27.115,"end":36.64,"sentiment":"negative","sentiment_score":-0.6355905619760355},{"text":"So could you please have a look on my account?","start":37.1,"end":39.68,"sentiment":"neutral","sentiment_score":-0.21007006466388703}],"sentiment":"negative","sentiment_score":-0.5104374745312859,"channel":1,"num_words":34,"start":27.115,"end":39.68},{"sentences":[{"text":"Oh my god.","start":41.085003,"end":41.645,"sentiment":"negative","sentiment_score":-0.43717984358469647},{"text":"I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support?","start":41.645,"end":56.0,"sentiment":"negative","sentiment_score":-0.623919053511186}],"sentiment":"negative","sentiment_score":-0.6015103483200073,"channel":0,"num_words":25,"start":41.085003,"end":56.0},{"sentences":[{"text":"Uh-huh.","start":55.53,"end":56.03,"sentiment":"neutral","sentiment_score":-0.14347772300243378}],"sentiment":"neutral","sentiment_score":-0.14347772300243378,"channel":1,"num_words":1,"start":55.53,"end":56.03},{"sentences":[{"text":"I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us?","start":58.7,"end":65.84,"sentiment":"neutral","sentiment_score":-0.1387057963013649}],"sentiment":"neutral","sentiment_score":-0.1387057963013649,"channel":0,"num_words":25,"start":58.7,"end":65.84},{"sentences":[{"text":"No.","start":66.409996,"end":66.65,"sentiment":"negative","sentiment_score":-0.33617842197418213},{"text":"No.","start":66.65,"end":66.729996,"sentiment":"neutral","sentiment_score":-0.3300340175628662},{"text":"No.","start":66.729996,"end":66.89,"sentiment":"negative","sentiment_score":-0.3727073669433594},{"text":"I haven't.","start":66.89,"end":67.45,"sentiment":"negative","sentiment_score":-0.38143227994441986},{"text":"I haven't.","start":67.45,"end":67.93,"sentiment":"negative","sentiment_score":-0.34966376423835754}],"sentiment":"negative","sentiment_score":-0.3573016992637089,"channel":1,"num_words":7,"start":66.409996,"end":67.93},{"sentences":[{"text":"But the I'm surprised with the world.","start":67.93,"end":70.745,"sentiment":"negative","sentiment_score":-0.47374472447804045},{"text":"The first thing, there was a issue with the Internet.","start":70.745,"end":73.165,"sentiment":"negative","sentiment_score":-0.38683328926563265},{"text":"Then I was lied about what your website mentioned about Superboost.","start":74.585,"end":79.005,"sentiment":"negative","sentiment_score":-0.4190581197088415},{"text":"And, obviously, I signed up and this whole whole thing.","start":79.945,"end":83.25,"sentiment":"negative","sentiment_score":-0.346366411447525},{"text":"And I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue.","start":83.25,"end":97.174995,"sentiment":"negative","sentiment_score":-0.47971883018811545}],"sentiment":"negative","sentiment_score":-0.4439180331775941,"channel":1,"num_words":83,"start":67.93,"end":97.174995},{"sentences":[{"text":"I'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys.","start":97.395,"end":106.994995,"sentiment":"negative","sentiment_score":-0.5456963164465768},{"text":"Because this is just getting overall too much headache.","start":106.994995,"end":110.08,"sentiment":"negative","sentiment_score":-0.7030235727628072},{"text":"And I I never thought that it would be this this bad signing up with Airtel.","start":110.08,"end":119.62,"sentiment":"negative","sentiment_score":-0.5627707503736019},{"text":"Trust me.","start":119.84,"end":120.32,"sentiment":"negative","sentiment_score":-0.3851768374443054},{"text":"This is nothing nothing but has been terrible experience.","start":120.32,"end":123.06,"sentiment":"negative","sentiment_score":-0.6626706520716349}],"sentiment":"negative","sentiment_score":-0.5797930250705128,"channel":1,"num_words":71,"start":97.395,"end":123.06},{"sentences":[{"text":"I'm paying Optus.","start":123.455,"end":124.355,"sentiment":"negative","sentiment_score":-0.5038078526655833},{"text":"I'm paying Airtel from the both","start":124.415,"end":126.575,"sentiment":"negative","sentiment_score":-0.4713557759920756}],"sentiment":"negative","sentiment_score":-0.4821731348832448,"channel":1,"num_words":9,"start":123.455,"end":126.575},{"sentences":[{"text":"Mhmm.","start":126.494995,"end":126.994995,"sentiment":"negative","sentiment_score":-0.4106927812099457}],"sentiment":"negative","sentiment_score":-0.4106927812099457,"channel":0,"num_words":1,"start":126.494995,"end":126.994995},{"sentences":[{"text":"sides, and the issues hasn't been fixed yet.","start":126.575,"end":129.635,"sentiment":"negative","sentiment_score":-0.5921909585595131},{"text":"So is this something that we can work on?","start":129.775,"end":131.615,"sentiment":"negative","sentiment_score":-0.4695909387535519},{"text":"And I wanna escalate this further to just cancel the Internet service at all with Airtel.","start":131.615,"end":136.035,"sentiment":"negative","sentiment_score":-0.5884031560271978},{"text":"I'll pay the $75 one that I've used, and I just wanna cancel this.","start":136.33,"end":140.09,"sentiment":"neutral","sentiment_score":-0.2650047412940434},{"text":"You can take your modem back.","start":140.09,"end":141.55,"sentiment":"neutral","sentiment_score":-0.20497261732816696}],"sentiment":"negative","sentiment_score":-0.4399660131279028,"channel":1,"num_words":53,"start":126.575,"end":141.55},{"sentences":[{"text":"I'll be more than happy to ship it back to you guys, and that's it.","start":141.61,"end":144.75,"sentiment":"neutral","sentiment_score":0.327895121773084},{"text":"I don't wanna pay anything.","start":144.81,"end":146.09,"sentiment":"negative","sentiment_score":-0.4249285697937012},{"text":"I just wanna get out of this whole thing.","start":146.09,"end":148.545,"sentiment":"neutral","sentiment_score":-0.3289245499504937}],"sentiment":"neutral","sentiment_score":-0.00574265420436859,"channel":1,"num_words":29,"start":141.61,"end":148.545},{"sentences":[{"text":"I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection.","start":149.725,"end":159.985,"sentiment":"negative","sentiment_score":-0.33614898982800934},{"text":"But no worries.","start":160.045,"end":160.845,"sentiment":"neutral","sentiment_score":-0.060813876489798226},{"text":"If you could give us a chance to look into this further,","start":160.845,"end":163.345,"sentiment":"neutral","sentiment_score":-0.036608767695724964}],"sentiment":"neutral","sentiment_score":-0.20613463672206683,"channel":0,"num_words":34,"start":149.725,"end":163.345},{"sentences":[{"text":"Mhmm.","start":163.97,"end":164.47,"sentiment":"neutral","sentiment_score":-0.030061546713113785}],"sentiment":"neutral","sentiment_score":-0.030061546713113785,"channel":1,"num_words":1,"start":163.97,"end":164.47},{"sentences":[{"text":"I'll take a look and check further regarding the invoice or the billing that you receive right now.","start":164.125,"end":170.62,"sentiment":"neutral","sentiment_score":-0.03645816072821617},{"text":"Then","start":170.92,"end":171.32,"sentiment":"neutral","sentiment_score":-0.009864650666713716}],"sentiment":"neutral","sentiment_score":-0.03505850230392657,"channel":0,"num_words":19,"start":164.125,"end":171.32},{"sentences":[{"text":"Mhmm.","start":170.93001,"end":171.43001,"sentiment":"neutral","sentiment_score":-0.009547308087348938}],"sentiment":"neutral","sentiment_score":-0.009547308087348938,"channel":1,"num_words":1,"start":170.93001,"end":171.43001},{"sentences":[{"text":"later, we'll work on your Internet service","start":171.32,"end":175.5,"sentiment":"neutral","sentiment_score":-0.00900508011026042}],"sentiment":"neutral","sentiment_score":-0.00900508011026042,"channel":0,"num_words":7,"start":171.32,"end":175.5},{"sentences":[{"text":"Uh-huh.","start":175.485,"end":175.985,"sentiment":"neutral","sentiment_score":-0.015256756916642187}],"sentiment":"neutral","sentiment_score":-0.015256756916642187,"channel":1,"num_words":1,"start":175.485,"end":175.985},{"sentences":[{"text":"and look deeper through our technical support team.","start":175.72,"end":180.145,"sentiment":"neutral","sentiment_score":-0.005300862016156316},{"text":"Okay?","start":180.145,"end":180.645,"sentiment":"neutral","sentiment_score":0.024442389607429504},{"text":"Thank you so much.","start":182.30501,"end":183.445,"sentiment":"neutral","sentiment_score":0.2969553768634796},{"text":"I need to pull up your account.","start":184.30501,"end":186.085,"sentiment":"neutral","sentiment_score":0.07256501700196948},{"text":"Could you provide me the complete name","start":186.465,"end":189.265,"sentiment":"neutral","sentiment_score":0.041936756776911874}],"sentiment":"neutral","sentiment_score":0.07301368212534322,"channel":0,"num_words":27,"start":175.72,"end":189.265},{"sentences":[{"text":"Let me","start":189.005,"end":189.405,"sentiment":"neutral","sentiment_score":0.029750922694802284}],"sentiment":"neutral","sentiment_score":0.029750922694802284,"channel":1,"num_words":2,"start":189.005,"end":189.405},{"sentences":[{"text":"associated","start":189.265,"end":189.765,"sentiment":"neutral","sentiment_score":0.04831913858652115}],"sentiment":"neutral","sentiment_score":0.04831913858652115,"channel":0,"num_words":1,"start":189.265,"end":189.765},{"sentences":[{"text":"give you 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invoice.","start":190.285,"end":192.84001,"sentiment":"neutral","sentiment_score":0.015636142757203843},{"text":"The account number on the invoice is 1159.","start":194.82,"end":198.92001,"sentiment":"neutral","sentiment_score":0.009198597515933216}],"sentiment":"neutral","sentiment_score":0.012606709702488254,"channel":1,"num_words":17,"start":190.285,"end":198.92001},{"sentences":[{"text":"I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account.","start":205.015,"end":213.035,"sentiment":"neutral","sentiment_score":0.030093903156618276}],"sentiment":"neutral","sentiment_score":0.030093903156618276,"channel":0,"num_words":30,"start":205.015,"end":213.035},{"sentences":[{"text":"Oh, yeah.","start":213.605,"end":214.085,"sentiment":"neutral","sentiment_score":0.022045334801077843},{"text":"It's my name, 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right.","start":248.395,"end":249.33,"sentiment":"neutral","sentiment_score":0.09039692332347234}],"sentiment":"neutral","sentiment_score":0.07706840708851814,"channel":1,"num_words":4,"start":248.155,"end":249.33},{"sentences":[{"text":"Alright.","start":249.77,"end":250.25,"sentiment":"neutral","sentiment_score":0.18975961208343503},{"text":"Thank you so much.","start":250.25,"end":251.05,"sentiment":"positive","sentiment_score":0.3771282956004143},{"text":"Just give me one second.","start":251.05,"end":252.25,"sentiment":"neutral","sentiment_score":0.17245266139507293},{"text":"I have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS.","start":252.25,"end":264.43503,"sentiment":"neutral","sentiment_score":0.1910857118666172},{"text":"Let me see now your the invoice that was just sent to 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just not angry at you.","start":1403.4249,"end":1404.865,"sentiment":"neutral","sentiment_score":-0.25919678434729576},{"text":"It's just overall that holding has been.","start":1404.865,"end":1408.005,"sentiment":"neutral","sentiment_score":-0.11295538768172264}],"sentiment":"neutral","sentiment_score":-0.18045141691198716,"channel":1,"num_words":13,"start":1403.4249,"end":1408.005},{"sentences":[{"text":"yeah.","start":1407.545,"end":1408.045,"sentiment":"neutral","sentiment_score":-0.031850505620241165}],"sentiment":"neutral","sentiment_score":-0.031850505620241165,"channel":0,"num_words":1,"start":1407.545,"end":1408.045},{"sentences":[{"text":"And I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from 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customer calls Airtel to cancel their internet service due to dissatisfaction and confusion over billing. The agent confirms payment and explains a new plan with a discounted price for Superfast Family internet. The customer is upset because their bill is still showing as $102 and they want to cancel their contract with Airtel. The agent promises to investigate and get back to the customer, but apologizes for the poor service and promises to resolve the issue."},"intents":{"segments":[{"text":"I'll take a look and check further regarding the invoice or the billing that you receive right now. Then Mhmm.","start_word":446,"end_word":465,"intents":[{"intent":"Check billing and account","confidence_score":0.00084717834}]},{"text":"Before we go through with your plan again, so what you previously plan was 100. However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS. Right?","start_word":1067,"end_word":1106,"intents":[{"intent":"Review plan details","confidence_score":0.0015733006}]},{"text":"Thank you so much for holding. I actually reviewed your account, and, yes, you are correct. And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS.","start_word":1334,"end_word":1385,"intents":[{"intent":"Acknowledge customer feedback","confidence_score":0.012049103}]},{"text":"We really acknowledge that, and we worked into it.","start_word":1410,"end_word":1418,"intents":[{"intent":"Express gratitude","confidence_score":0.027438955}]},{"text":"Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back. I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill.","start_word":1467,"end_word":1527,"intents":[{"intent":"Provide callback","confidence_score":0.010701683},{"intent":"Request further details","confidence_score":0.032074574}]},{"text":"So to make sure or to make everything clear, Mhmm. you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade. Correct? No. No.","start_word":1528,"end_word":1560,"intents":[{"intent":"Request clarification","confidence_score":0.0016391109}]},{"text":"And because I'm not happy at all with the hotel.","start_word":1755,"end_word":1764,"intents":[{"intent":"Express dissatisfaction with hotel","confidence_score":0.047065683}]},{"text":"Like, if you wanna make an official complaint, I'll be more than happy to do it.","start_word":1783,"end_word":1798,"intents":[{"intent":"Make complaint","confidence_score":0.25306058}]},{"text":"And So the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was Yes.","start_word":1839,"end_word":1868,"intents":[{"intent":"Communicate upgrade part","confidence_score":0.4487562}]},{"text":"And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern. Like, he he actually attended your concern right away. He wanted to make sure that you will be attended in every week in every ticket that you raised.","start_word":1904,"end_word":1959,"intents":[{"intent":"Attend concern","confidence_score":0.47240272}]},{"text":"I'll go ahead and reach out to the technical support team to know more about what happened. Okay?","start_word":2076,"end_word":2093,"intents":[{"intent":"Reach out to technical support","confidence_score":0.36598322}]},{"text":"I know it's been there has been an issue with our service, Yeah.","start_word":2138,"end_word":2150,"intents":[{"intent":"Fix service issue","confidence_score":0.3783544}]},{"text":"The prices that I see on the Internet is excluding or including GST. And this is another thing Yes. that is bothering me now. The $76.95 plus $7 something GST. is gonna be the GST. That'll be 80 Sure.","start_word":2494,"end_word":2532,"intents":[{"intent":"Check price balance","confidence_score":0.000043447515}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel.","start_word":0,"end_word":4,"sentiment":"positive","sentiment_score":0.4320726692676544},{"text":"My name is Mary. Hello? Hi. Hi. My Can name is you hear Mary. me? Yes. I can hear you. Can you hear me? Hi. This is Abe. Look, I've got an inquiry about something. I've just received a invoice from Airtel, but my bill has been increased from $25 to a $100 for some reason. And I just wanted to know the reason why it is happening.","start_word":5,"end_word":72,"sentiment":"neutral","sentiment_score":-0.0851234495639801},{"text":"Because so far, my experience with Airtel has nothing but been terrible, and and I've been just keep getting scammed about things from Airtel.","start_word":73,"end_word":96,"sentiment":"negative","sentiment_score":-0.6288604736328125},{"text":"So could you please have a look on my account?","start_word":97,"end_word":106,"sentiment":"neutral","sentiment_score":-0.215599462389946},{"text":"Oh my god. I'm so sorry to hear that you received had a terrible experience with Ertel, or have you been scammed impersonating Airtel support?","start_word":107,"end_word":131,"sentiment":"negative","sentiment_score":-0.5968559384346008},{"text":"Uh-huh. I just wanna make sure before we do proceed with the invoice that you received, have you tried reporting it to our to to us?","start_word":132,"end_word":157,"sentiment":"neutral","sentiment_score":-0.1384233832359314},{"text":"No.","start_word":158,"end_word":158,"sentiment":"negative","sentiment_score":-0.33617842197418213},{"text":"No.","start_word":159,"end_word":159,"sentiment":"neutral","sentiment_score":-0.3300340175628662},{"text":"No. I haven't.","start_word":160,"end_word":162,"sentiment":"negative","sentiment_score":-0.3618285655975342},{"text":"I haven't.","start_word":163,"end_word":164,"sentiment":"neutral","sentiment_score":-0.32618170976638794},{"text":"But the I'm surprised with the world. The first thing, there was a issue with the Internet. Then I was lied about what your website mentioned about Superboost. And, obviously, I signed up and this whole whole thing. And I I think I'm to the point that because I'm I'm still paying to Optus for another Internet because I just can't play games using your Internet because of the high ping, and the tech has found that there is a back end issue. I'm just to the point where I'm probably gonna take it to one of the Australian the government companies that can do a bit of stay, and I just canceled my contract with you guys. Because this is just getting overall too much headache. And I I never thought that it would be this this bad signing up with Airtel. Trust me. This is nothing nothing but has been terrible experience. I'm paying Optus. I'm paying Airtel from the both Mhmm. sides, and the issues hasn't been fixed yet. So is this something that we can work on? And I wanna escalate this further to just cancel the Internet service at all with Airtel.","start_word":165,"end_word":361,"sentiment":"negative","sentiment_score":-0.5080329179763794},{"text":"I'll pay the $75 one that I've used, and I just wanna cancel this. You can take your modem back. I'll be more than happy to ship it back to you guys, and that's it.","start_word":362,"end_word":396,"sentiment":"neutral","sentiment_score":-0.023128291592001915},{"text":"I don't wanna pay anything.","start_word":397,"end_word":401,"sentiment":"negative","sentiment_score":-0.4216423034667969},{"text":"I just wanna get out of this whole thing.","start_word":402,"end_word":410,"sentiment":"neutral","sentiment_score":-0.3257002830505371},{"text":"I'm so sorry that you've experienced such an inconvenience with Airtel from the service and also the Internet connection.","start_word":411,"end_word":429,"sentiment":"negative","sentiment_score":-0.33869731426239014},{"text":"But no worries. If you could give us a chance to look into this further, Mhmm. I'll take a look and check further regarding the invoice or the billing that you receive right now. Then Mhmm. later, we'll work on your Internet service Uh-huh. and look deeper through our technical support team. Okay? Thank you so much. I need to pull up your account. Could you provide me the complete name Let me associated give you the with let data? me give you the account number from the invoice. The account number on the invoice is 1159. I'll try to use the part I mean, the invoice number, but, normally, we were we will be able to pull up an account using the name on the account. Oh, yeah. It's my name, Zaib. So z o h a I b. Sorry. What's the name again? Z o h a I b. V o h Yep. A for alpha, a I d I for India, b for bravo. okay. Thank you so much. How about the last name on the account? Younis, y o u n I s. Thank you so much, Zohayb. Did I pronounce it correctly? Yep. That's That's right. Alright.","start_word":430,"end_word":631,"sentiment":"neutral","sentiment_score":0.027139883488416672},{"text":"Thank you so much.","start_word":632,"end_word":635,"sentiment":"positive","sentiment_score":0.37410232424736023},{"text":"Just give me one second. I have successfully pull up your account, and I'm seeing a current plan for a 500 MBPS over 50 MBPS. Let me see now your the invoice that was just sent to you. Okay? Mhmm. Let me also go to our website as well. Because right now, I'm seeing a 500 m d p s on your plan, which is No. No.","start_word":636,"end_word":702,"sentiment":"neutral","sentiment_score":0.05837560072541237},{"text":"No.","start_word":703,"end_word":703,"sentiment":"negative","sentiment_score":-0.4014633893966675},{"text":"No. So the 500 MBBS, that was mhmm. the Superfamily Boost that Yes. Ather was promising, and that was I've got, obviously, I've got my first invoice right in front of me. That was $76.95, and I was charged $20 for the modem that you guys were shipping it to me. Yes. For the delivery fee. Yeah. That's right. So the total invoice was 96 and 99. And, obviously, what I paid to you guys so there was a contractual fee of $20. Was $76.95 for Superfast Family Internet? Hold on. Hold on. For a Supe Dummy. You mentioned about $76 and Ninety five in cents. size? Yes. I'm on the website, and that's for the supa family fast for 100 over 40 MBBS. And looking at your current subscription, it's actually a 500 over 50 m d p s. No, ma'am. Because But at the time at the time you gotta understand. At the time when I signed up with you guys, Yes.","start_word":704,"end_word":867,"sentiment":"neutral","sentiment_score":-0.029665803536772728},{"text":"okay, the problem with that was Mhmm. that, obviously, what Airtel advertised on their website, okay, that wasn't there.","start_word":868,"end_word":886,"sentiment":"negative","sentiment_score":-0.49201586842536926},{"text":"So, like, even if that Mhmm. Family FiberBoost was $505,100. So if you even read it down there, it says boost in dedicated zone up to 500 Mbps, unlimited Mhmm. stream. So this has been changed. So before, it was $505,100. The dude who's been helping me out with my Internet, right, the tech guy, he said temporarily, he has upgraded my account so that I can get maximum speed given that the issue that I was having with the with my Internet.","start_word":887,"end_word":969,"sentiment":"neutral","sentiment_score":-0.1377618908882141},{"text":"But I was never told that I was gonna be scammed with $93.95. And that doesn't and the fact is the how Atell is lying about this is they're advertising that $76.95. But then on top of that, Airtel is charging the GST as well. How come that doesn't say in front of that inclusive of GST or exclusive of GST? So that's another scam right there.","start_word":970,"end_word":1036,"sentiment":"negative","sentiment_score":-0.6252077221870422},{"text":"I really understand where you're coming from, so high. The prices on the website is actually the discounted price for the current I mean, there from the current regular price. Before we go through with your plan again, so what you previously plan was 100. However, since it was mentioned on the website or it was showing on the website that it can be boosted up to 500 MBPS. Right? No. No. That was actually on the website. When I when I submitted Yes. my complaint to you guys, it was something that I clearly mentioned that this is what I got on the website was five hundred slash five hundred. Does it make sense? Superfamily fast Internet. It was five hundred slash five hundred. That was the only reason why I went with you guys instead of Omninet. Hold And on. Let me just when see.","start_word":1037,"end_word":1183,"sentiment":"neutral","sentiment_score":-0.1250879019498825},{"text":"my contract has been changed, this has been just ridiculous.","start_word":1184,"end_word":1193,"sentiment":"negative","sentiment_score":-0.49263739585876465},{"text":"Mhmm. Okay. Let me just review here further. Okay? Please Yeah. stay on the line. Yeah. I'm currently seeing let me just I just wanna make sure that I won't miss any communication that Mhmm. you had with us. So please give me a second. It will take a couple of minutes. I just wanna make sure that we'll be, you know, reviewing everything, what Uh-huh. happened before during your the day when you subscribed with us or started your plan. Register that we'll work on this together, Zohad. We'll make Yeah. sure to fix things for you and sort everything out. Okay? Yeah. I'll make sure of that. So please stay on the line, and I'll get back to you. Please hold within two minutes, and I'll get back to you. Okay? Okay. Thank you. Hello, Doha. Hello? Hi.","start_word":1194,"end_word":1333,"sentiment":"neutral","sentiment_score":0.02688407711684704},{"text":"Thank you so much for holding. I actually reviewed your account, and, yes, you are correct. And we I really acknowledge what you've been through from the very first day that you started the plan with us from requesting everything, the plan for 500 or the boosted feature for 500 and TPS.","start_word":1334,"end_word":1385,"sentiment":"positive","sentiment_score":0.37661778926849365},{"text":"I know that you've already talked to both of my colleagues. I Uh-huh. know that you've also been informed that that's a boosted feature.","start_word":1386,"end_word":1409,"sentiment":"neutral","sentiment_score":0.1752870666484038},{"text":"We really acknowledge that, and we worked into it.","start_word":1410,"end_word":1418,"sentiment":"positive","sentiment_score":0.5443689227104187},{"text":"I also Uh-huh. saw here on your account as well that an upgrade would actually happen from a 100 MBPS to 500 MBPS. So this is actually one of the reason why you are seeing a current bill or an invoice for a $102 and sorry. $100.79. Mhmm. Right now, I would want you to give me, like, I mean, a callback, or I'll be the one to call you back. I just want to make sure that everything is communicated and calibrated from the rest of my colleagues because I need further details for me to further investigate what happened about the bill or the the recent bill. So to make sure or to make everything clear, Mhmm. you did not specifically or proact did you I mean, you did not specifically or proactively advise for an upgrade. Correct? No. No. No. No. Sir, it was your technician. Mhmm. I've Okay. got his number as well. Mhmm. Okay. He he I don't know what his name is, but he's the one that I've been talking to when he was helping me with setting up my account. So what has happened is he was the one last week when I was talking to him because I've been having issue with the ping, and I can't play online games only because I've been getting high ping, like 200 MBBS, 200 ping MS, or Yes. 197. So I have to actually go and bloody Yeah. buy an Internet from Optus to help myself with it so that I can play games only because now I'm paying $80 to Optus, and I'm paying $75 to you guys.","start_word":1419,"end_word":1692,"sentiment":"neutral","sentiment_score":-0.08412258327007294},{"text":"And this is super unfair that I have signed up with you guys from last two months or three months, and it's still the problem is still there where it is from that Yes. time to that time. And given all these circumstances, either agent needs to finish off this contract and bypass this. Otherwise, I will be taking this to TIR. And because I'm not happy at all with the hotel. Whatever the way I've been treated, high latency, high high ping I've been getting, everything all in together.","start_word":1693,"end_word":1782,"sentiment":"negative","sentiment_score":-0.5653225123882294},{"text":"Like, if you wanna make an official complaint, I'll be more than happy to do it.","start_word":1783,"end_word":1798,"sentiment":"neutral","sentiment_score":0.1514938622713089},{"text":"Otherwise, I will be taking this to TIO if I will be charged for anything for canceling the contract with Airtel. Because I don't wanna pay at two places only because the Airtel canceled their own shit.","start_word":1799,"end_word":1835,"sentiment":"negative","sentiment_score":-0.4647486209869385},{"text":"You know? Mhmm. And So the upgrade part has been communicated by your because I've got luckily, I've got a screenshot of when I signed up with you guys, what it was Yes. showing No. on the account. Yes. So No on no the worries, yeah. Zohai. I I I know where you're coming from, and we actually work here hand in hand. We all work here together. And I actually, when you call, your name rings a bell because I can still remember one of my tech support colleague that he's worrying about your concern. Like, he he actually attended your concern right away. He wanted to make sure that you will be attended in every week in every ticket that you raised. I saw that during my I mean, the previous days or the previous weeks or the previous months that from the start of your son with us, Zohad. Mhmm. Rest assured that I will work on it for this. Okay? Okay.","start_word":1836,"end_word":2000,"sentiment":"neutral","sentiment_score":0.06361430883407593},{"text":"We'll work on it together. We are in this together. You, Zohad, me, and the rest of the team. We'll make sure to get these, things right for you.","start_word":2001,"end_word":2029,"sentiment":"positive","sentiment_score":0.4029774069786072},{"text":"I know where what I know now what happened with the upgrade to a 100 MBPS. So the the the invoice that you receive right now stems to the 500 MBPS plan that is currently reflecting on your account. But Uh-huh. I no worries for that. I'll go ahead and reach out to the technical support team to know more about what happened. Okay? But I I hear you, Zohai. I really Mhmm.","start_word":2030,"end_word":2102,"sentiment":"neutral","sentiment_score":0.061331067234277725},{"text":"acknowledge, and I actually appreciate you telling me those feedback.","start_word":2103,"end_word":2112,"sentiment":"positive","sentiment_score":0.47981828451156616},{"text":"Rest assured that we are working our lapses. And please, Nuhive, please do give us a chance to, you know, get your trust with us. I know it's been there has been an issue with our service, Yeah. but we want you to stay as we want to to make sure that Airtel is giving you the best possible service and also Internet service that you Mhmm. should be receiving. Okay? Uh-huh.","start_word":2113,"end_word":2184,"sentiment":"neutral","sentiment_score":0.09198899070421857},{"text":"Thank you so much.","start_word":2185,"end_word":2188,"sentiment":"positive","sentiment_score":0.5052205324172974},{"text":"So if you could give me time, I will give you a callback within fifteen to twenty minutes or so. That's But fine. I'll make sure I I'll just need to make sure that everything is sorted on my end before we fully go deeper to your current invoice right now. So right now, you'd please don't make any actions yet regarding your account balance or your invoice. Uh-huh. I will look into this, and rest assured, I'll get back to you with answers. Okay? Okay. No worries.","start_word":2189,"end_word":2276,"sentiment":"neutral","sentiment_score":0.009958690963685513},{"text":"Thank you so much Thank for you your so help.","start_word":2277,"end_word":2286,"sentiment":"positive","sentiment_score":0.5214245915412903},{"text":"much. No worries, Ojib. I just wanna make sure that everything right now is working properly on your end. As you mentioned, Yeah. latency about your games. Is everything Yeah. okay? How do Yes. you want me to No. check? Sorry. The the the latency or the ping Mhmm.","start_word":2287,"end_word":2335,"sentiment":"neutral","sentiment_score":-0.0039413096383214},{"text":"issue hasn't been solved. It's still been there. I still have to switch between office and with you guys. So that definitely needs to be fixed.","start_word":2336,"end_word":2361,"sentiment":"negative","sentiment_score":-0.4564881920814514},{"text":"Yeah. It's been fixed. So are you really decided that you are gonna change the service? Yeah. I No. hope No. you I have give us look. a chance I again. obviously, because the the guy that I've been talking to, he made sure that he he told me that there was some upgrade going on, and he was gonna escalate it to engineering team.","start_word":2362,"end_word":2426,"sentiment":"neutral","sentiment_score":-0.2232246696949005},{"text":"So this is the whole reason why I've been hold on to this thing.","start_word":2427,"end_word":2440,"sentiment":"negative","sentiment_score":-0.3599819242954254},{"text":"Right?","start_word":2441,"end_word":2441,"sentiment":"neutral","sentiment_score":-0.26480016112327576},{"text":"And then now I received another invoice from Airtel that apparently they wanna charge me a $100 for something I never signed up for. So I'll I'll wait until you guys can fix this issue.","start_word":2442,"end_word":2476,"sentiment":"negative","sentiment_score":-0.4238916039466858},{"text":"And, obviously, on I look. The main thing on the website is it does not anywhere stay. The prices that I see on the Internet is excluding or including GST. And this is another thing Yes.","start_word":2477,"end_word":2512,"sentiment":"neutral","sentiment_score":-0.16417494705981678},{"text":"that is bothering me now.","start_word":2513,"end_word":2517,"sentiment":"negative","sentiment_score":-0.4641755223274231},{"text":"The $76.95 plus $7 something GST. is gonna be the GST. That'll be 80 Sure. $1 to sign up. But this is actually not the price that Airtel Yes. has advised. I will The original price mhmm. should have been $76.95 as well. That's it. The GST, that would have been Airtel's problem, not shouldn't be my problem. Because if you go ahead and have a look at any other Internet provider, whatever the price they are advertising, that's what you pay for it. Not like Airtel that you pay. You sign up for something $76, but hold on. I'm gonna charge you $8 GST on top of that because look. I understand I own the business as well. You have to pay GST, but that's not how it works. Mhmm. We take I mean, we have already annotated that and did by your feedback about the GST, we are actually currently working on our website to being more specific with the prices, including the GST. As, you know, I understand that you're a business owner as well. GST is needed to be paid. That's why a specific price with GST or excluding GST must also be added on the website.","start_word":2518,"end_word":2718,"sentiment":"neutral","sentiment_score":-0.0919959619641304},{"text":"We really thank you for that. We really thank you for pointing that out, though, hype.","start_word":2719,"end_word":2734,"sentiment":"positive","sentiment_score":0.42406728863716125},{"text":"Mhmm. Mhmm. No worries. Look. I'll wait for your call. So mhmm. Sure. Yeah. I'll wait for your call as soon as it comes through, and then I Yes. think we'll go from there then. Yes. I will. I will Okay? call you within the day. Yeah. Yeah. Yeah. No worries.","start_word":2735,"end_word":2785,"sentiment":"neutral","sentiment_score":0.14684149622917175},{"text":"Thank you so much. I appreciate your help.","start_word":2786,"end_word":2793,"sentiment":"positive","sentiment_score":0.6492223143577576},{"text":"Yeah. No worries. And So look, have I you I are I'm just not angry at you. It's just overall that holding has been. yeah. And I'm sorry if I was being rude to you, but just it's it's not something that I obviously expected from Airtel. Yeah.","start_word":2794,"end_word":2841,"sentiment":"neutral","sentiment_score":-0.14151776038731137},{"text":"Yes. And we'll make sure to get everything right for you.","start_word":2842,"end_word":2852,"sentiment":"positive","sentiment_score":0.49698930978775024},{"text":"Yeah. Okay.","start_word":2853,"end_word":2854,"sentiment":"neutral","sentiment_score":0.27654847502708435},{"text":"No worries. Thank you so much.","start_word":2855,"end_word":2860,"sentiment":"positive","sentiment_score":0.6147080659866333},{"text":"Mhmm.","start_word":2861,"end_word":2861,"sentiment":"neutral","sentiment_score":0.2726442813873291},{"text":"Thank you so much, Zohas, and Okay. talk to you later.","start_word":2862,"end_word":2872,"sentiment":"positive","sentiment_score":0.5388664603233337},{"text":"Alright.","start_word":2873,"end_word":2873,"sentiment":"neutral","sentiment_score":0.3062245547771454},{"text":"See you.","start_word":2874,"end_word":2875,"sentiment":"positive","sentiment_score":0.4199691712856293},{"text":"Bye. Bye bye.","start_word":2876,"end_word":2878,"sentiment":"neutral","sentiment_score":0.17280258238315582}],"average":{"sentiment":"neutral","sentiment_score":-0.09565876510908018}}}}