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No. The the complete name on the account, please. Thank you so much. And how are you doing, by the way, Sonia? Is it r u I w I n g? Okay. Thank you so much. Thank you so much, Sonia. Checking on your current invoice right now. It's currently Mhmm. Yeah. Yeah. Yeah. Mhmm. Sure. Sure. Yeah. Yeah. Yes. Because I'm seeing it right now with your current billing. I'll get an Calibrate first. Yeah. Yes. Yeah. So I yeah. Just wanna make sure that we are on the same page. So previously, the amount that you are supposed to pay is for how much a month? Mhmm. Okay. So how about alright. And then recently, you were you received an invoice for $79.95. Right? Uh-huh. Yeah. So here's the thing, Sonia. I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them. We really acknowledge that. Please know that the invoice is autumn is system generated. So if any case that you just disregard it. Okay? We'll go ahead and check into this. And once confirmed, you will receive a new invoice. And I can also call you back to give you further information every time you're free. If that will work, please. Yeah. Sure. I'll also take note of that on your account. I'll try to give you a call within the day and check on this first before we start and verify your current invoice right now. Okay? Thank no worries, Sonia. Any anything else I can alright. Have a great day. Have a great oh, hold on. Could you verify your date of birth, please? Sorry? Yes. Yes. Twenty seven seven nineteen eighty five. So I have here 07/27/1985. Correct? Alright. Thank you so much, and have a great day again, Sonia. Thank you. Bye bye. Talk to you later. 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you for calling Airtel. My name is Mary. May I have your name, please? Yes. And I'll be more than happy of assistance.\n\nCould you provide me your name associated under your account, please? No. The the complete name on the account, please. Thank you so much. And how are you doing, by the way, Sonia?\n\nIs it r u I w I n g? Okay. Thank you so much. Thank you so much, Sonia. Checking on your current invoice right now.\n\nIt's currently Mhmm. Yeah. Yeah. Yeah. Mhmm.\n\nSure. Sure. Yeah. Yeah. Yes.\n\nBecause I'm seeing it right now with your current billing. I'll get an Calibrate first. Yeah. Yes. Yeah.\n\nSo I yeah. Just wanna make sure that we are on the same page. So previously, the amount that you are supposed to pay is for how much a month? Mhmm. Okay.\n\nSo how about alright. And then recently, you were you received an invoice for $79.95. Right? Uh-huh. Yeah.\n\nSo here's the thing, Sonia. I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them. We really acknowledge that. Please know that the invoice is autumn is system generated. So if any case that you just disregard it.\n\nOkay? We'll go ahead and check into this. And once confirmed, you will receive a new invoice. And I can also call you back to give you further information every time you're free. If that will work, please.\n\nYeah. Sure. I'll also take note of that on your account. I'll try to give you a call within the day and check on this first before we start and verify your current invoice right now. Okay?\n\nThank no worries, Sonia. Any anything else I can alright. Have a great day. Have a great oh, hold on. Could you verify your date of birth, please?\n\nSorry? Yes. Yes. Twenty seven seven nineteen eighty five. So I have here 07/27/1985.\n\nCorrect? Alright. Thank you so much, and have a great day again, Sonia. Thank you. Bye bye.\n\nTalk to you later. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.64,"end":1.92,"sentiment":"positive","sentiment_score":0.5873568177223205},{"text":"My name is Mary.","start":1.92,"end":2.72,"sentiment":"positive","sentiment_score":0.4658702164888382},{"text":"May I have your name, please?","start":2.72,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.27580711245536804},{"text":"Yes.","start":20.724998,"end":20.965,"sentiment":"positive","sentiment_score":0.4231107831001282},{"text":"And I'll be more than happy of assistance.","start":20.965,"end":22.744999,"sentiment":"positive","sentiment_score":0.7100767642259598}],"sentiment":"positive","sentiment_score":0.5232846885919571,"num_words":24,"start":0.64,"end":22.744999},{"sentences":[{"text":"Could you provide me your name associated under your account, 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I'm seeing it right now with your current billing.","start":169.91,"end":173.53,"sentiment":"neutral","sentiment_score":0.07071613147854805},{"text":"I'll get an Calibrate first.","start":173.59001,"end":178.035,"sentiment":"neutral","sentiment_score":0.04372464865446091},{"text":"Yeah.","start":178.095,"end":178.595,"sentiment":"neutral","sentiment_score":0.04458777606487274},{"text":"Yes.","start":179.77501,"end":180.27501,"sentiment":"neutral","sentiment_score":0.10555870831012726},{"text":"Yeah.","start":192.29,"end":192.69,"sentiment":"neutral","sentiment_score":0.03522918373346329}],"sentiment":"neutral","sentiment_score":0.06173112367590269,"num_words":18,"start":169.91,"end":192.69},{"sentences":[{"text":"So I yeah.","start":192.69,"end":193.41,"sentiment":"neutral","sentiment_score":0.04408283159136772},{"text":"Just wanna make sure that we are on the same page.","start":193.41,"end":195.73,"sentiment":"neutral","sentiment_score":0.07772826945239847},{"text":"So previously, the amount that you are supposed to pay is for how much a month?","start":195.73,"end":201.045,"sentiment":"neutral","sentiment_score":-0.013492326019331813},{"text":"Mhmm.","start":207.125,"end":207.625,"sentiment":"neutral","sentiment_score":-0.06669371575117111},{"text":"Okay.","start":211.125,"end":211.625,"sentiment":"neutral","sentiment_score":-0.06644836068153381}],"sentiment":"neutral","sentiment_score":0.019945005187764764,"num_words":32,"start":192.69,"end":211.625},{"sentences":[{"text":"So how about alright.","start":212.245,"end":214.825,"sentiment":"neutral","sentiment_score":-0.010964541230350733},{"text":"And then recently, you were you received an invoice for $79.95.","start":215.36,"end":222.65999,"sentiment":"neutral","sentiment_score":-0.010868238285183907},{"text":"Right?","start":223.28,"end":223.78,"sentiment":"neutral","sentiment_score":0.00604609027504921},{"text":"Uh-huh.","start":247.2,"end":247.7,"sentiment":"neutral","sentiment_score":-0.1683943271636963},{"text":"Yeah.","start":260.28497,"end":260.44498,"sentiment":"neutral","sentiment_score":0.09518501162528992}],"sentiment":"neutral","sentiment_score":-0.012809556184543503,"num_words":18,"start":212.245,"end":260.44498},{"sentences":[{"text":"So here's the thing, Sonia.","start":260.44498,"end":263.00497,"sentiment":"neutral","sentiment_score":0.16701598316431046},{"text":"I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them.","start":263.00497,"end":273.905,"sentiment":"neutral","sentiment_score":0.18097205037871997},{"text":"We really acknowledge that.","start":274.09998,"end":275.47998,"sentiment":"neutral","sentiment_score":0.23764503374695778},{"text":"Please know that the invoice is autumn is system generated.","start":275.86,"end":279.87997,"sentiment":"neutral","sentiment_score":0.09559481218457222},{"text":"So if any case that you just disregard it.","start":280.09998,"end":285.78,"sentiment":"neutral","sentiment_score":-0.013625424355268478}],"sentiment":"neutral","sentiment_score":0.138761049393436,"num_words":58,"start":260.44498,"end":285.78},{"sentences":[{"text":"Okay?","start":285.78,"end":286.28,"sentiment":"neutral","sentiment_score":0.11197037994861604},{"text":"We'll go ahead and check into this.","start":286.365,"end":287.805,"sentiment":"neutral","sentiment_score":0.1401434668472835},{"text":"And once confirmed, you will receive a new invoice.","start":287.805,"end":293.025,"sentiment":"neutral","sentiment_score":0.20536389119095272},{"text":"And I can also call you back to give you further information every time you're free.","start":293.085,"end":297.82498,"sentiment":"neutral","sentiment_score":0.141388816293329},{"text":"If that will work, please.","start":298.44498,"end":299.58,"sentiment":"neutral","sentiment_score":0.11856460273265838}],"sentiment":"neutral","sentiment_score":0.15253404586722977,"num_words":38,"start":285.78,"end":299.58},{"sentences":[{"text":"Yeah.","start":304.46,"end":304.78,"sentiment":"neutral","sentiment_score":0.04724046215415001},{"text":"Sure.","start":304.78,"end":305.02,"sentiment":"neutral","sentiment_score":0.09330126643180849},{"text":"I'll also take note of that on your account.","start":305.02,"end":307.03998,"sentiment":"neutral","sentiment_score":0.09312535987959968},{"text":"I'll try to give you a call within the day and check on this first before we start and verify your current invoice right now.","start":307.18,"end":313.755,"sentiment":"neutral","sentiment_score":0.07437221109867095},{"text":"Okay?","start":313.755,"end":314.255,"sentiment":"neutral","sentiment_score":0.10122832655906676}],"sentiment":"neutral","sentiment_score":0.07943793436562693,"num_words":37,"start":304.46,"end":314.255},{"sentences":[{"text":"Thank no worries, Sonia.","start":316.635,"end":318.17502,"sentiment":"neutral","sentiment_score":0.14823717065155506},{"text":"Any anything else I can alright.","start":318.55502,"end":320.815,"sentiment":"neutral","sentiment_score":0.1518658734858036},{"text":"Have a great day.","start":321.195,"end":322.415,"sentiment":"neutral","sentiment_score":0.13865694403648376},{"text":"Have a great oh, hold on.","start":324.475,"end":327.71002,"sentiment":"neutral","sentiment_score":0.0816081299756964},{"text":"Could you verify your date of birth, please?","start":327.71002,"end":331.33002,"sentiment":"neutral","sentiment_score":0.014770573819987476}],"sentiment":"neutral","sentiment_score":0.0952351810743234,"num_words":28,"start":316.635,"end":331.33002},{"sentences":[{"text":"Sorry?","start":336.11002,"end":336.61002,"sentiment":"neutral","sentiment_score":-0.008285678923130035},{"text":"Yes.","start":340.99002,"end":341.39,"sentiment":"neutral","sentiment_score":0.013692338950932026},{"text":"Yes.","start":341.39,"end":341.89,"sentiment":"neutral","sentiment_score":0.015443949960172176},{"text":"Twenty seven seven nineteen eighty five.","start":345.125,"end":350.10498,"sentiment":"neutral","sentiment_score":0.012482578866183758},{"text":"So I have here 07/27/1985.","start":352.00497,"end":356.405,"sentiment":"neutral","sentiment_score":0.01598101146519184}],"sentiment":"neutral","sentiment_score":0.012546510036502565,"num_words":14,"start":336.11002,"end":356.405},{"sentences":[{"text":"Correct?","start":356.405,"end":356.905,"sentiment":"neutral","sentiment_score":0.03355832397937775},{"text":"Alright.","start":358.02893,"end":358.50894,"sentiment":"neutral","sentiment_score":0.20761394500732425},{"text":"Thank you so much, and have a great day again, Sonia.","start":358.50894,"end":361.40894,"sentiment":"positive","sentiment_score":0.604218293320049},{"text":"Thank you.","start":361.54895,"end":361.94894,"sentiment":"neutral","sentiment_score":0.22495882213115692},{"text":"Bye bye.","start":361.94894,"end":362.68893,"sentiment":"neutral","sentiment_score":0.24235691130161285}],"sentiment":"positive","sentiment_score":0.46012970366898703,"num_words":17,"start":356.405,"end":362.68893},{"sentences":[{"text":"Talk to you later.","start":363.30893,"end":364.10895,"sentiment":"neutral","sentiment_score":0.1339565571397543},{"text":"Bye bye.","start":364.10895,"end":364.84894,"sentiment":"neutral","sentiment_score":-0.0005360692739486694}],"sentiment":"neutral","sentiment_score":0.08912568166851997,"num_words":6,"start":363.30893,"end":364.84894}]}}]},{"alternatives":[{"transcript":"Hey. Good morning. Still, this is Sonia. I got a a invoice again, and then that's wrong total. So if you could check for me, that'd be great. Account number, you mean? Oh, okay. It's r u I w a n g, Sonia. Say again? W a n a n g. It's supposed to be 60. Before, it was 65, and the increase to $2 or something is 67. And then after that, if you see, actually, I overpaid two months. Like, the the month before, the two months is 79. You guys charged me $79.95. It's actually $80. And then I might need to get the credit for that as well. And then if you don't know about the details, you can check with Dom. Like, you know Dom. Yeah? You guys yeah. So check with him. I tried to let him to, you know, fix the invoice he fixed to the last month, but he didn't wanna receive the the the the mail, like, this this month for the invoice as in, you know, back to that number. If you could talk to him because he he would explain better than me because he is the one that will set me up. Okay? And then so if you talk to him first and then if you could, like, credit two months that already overpaid, I think it was, let's say, June and July. That's overpaid. And also, revising invoice for for this month as well. Okay? Yeah. Because he just sent me a I called him before. He sent me a message saying that he is in the meeting. So I said I will call the account now. So yeah. Okay? Any questions? Talk to him. He knows. Yeah. Okay. And then if everything's okay, and then you can just, you know, send me the revised invoice plus the credit notes. Otherwise, I will have to talk to him again. Okay? Okay. Yeah. I forgot. If you check the always the whole year from last year, it was 65 something. Yeah? If I'm not wrong. Was it? Yeah. From from June, I think. From June or May, if you can see all the, like, like, the invoice, like, you know, receive and credit and stuff like that, and then as you can see the difference. Okay? And then I actually talked to John, like, few months ago, and then he said he will fix fix fix, but he never does. He only fixed the the one that last month. So yeah. So I need the two months credit plus this month's revise and ongoing revise so I don't have to call anymore. Yeah. Yeah. That'll be great. Yeah. Plus the credit notes as well. The two months I overpaid. Okay. Perfect. Thank you so much for your help. Yeah. Yeah. Have a good day. Yep. No. No. No. No. Nothing else. Sorry. Okay. Bye bye. Yeah. Okay. Bye bye. Date of birth, twenty seven seven eighty five. '20 yeah. You're you're asking my date of birth. Yes? Twenty seven seven eighty five. Yeah. Yes. Yes. Yes. You too. Talk to you soon. Bye. 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Good morning. Still, this is Sonia. I got a a invoice again, and then that's wrong total. So if you could check for me, that'd be great.\n\nAccount number, you mean? Oh, okay. It's r u I w a n g, Sonia. Say again? W a n a n g.\n\nIt's supposed to be 60. Before, it was 65, and the increase to $2 or something is 67. And then after that, if you see, actually, I overpaid two months. Like, the the month before, the two months is 79. You guys charged me $79.95.\n\nIt's actually $80. And then I might need to get the credit for that as well. And then if you don't know about the details, you can check with Dom. Like, you know Dom. Yeah?\n\nYou guys yeah. So check with him. I tried to let him to, you know, fix the invoice he fixed to the last month, but he didn't wanna receive the the the the mail, like, this this month for the invoice as in, you know, back to that number. If you could talk to him because he he would explain better than me because he is the one that will set me up. Okay?\n\nAnd then so if you talk to him first and then if you could, like, credit two months that already overpaid, I think it was, let's say, June and July. That's overpaid. And also, revising invoice for for this month as well. Okay? Yeah.\n\nBecause he just sent me a I called him before. He sent me a message saying that he is in the meeting. So I said I will call the account now. So yeah. Okay?\n\nAny questions? Talk to him. He knows. Yeah. Okay.\n\nAnd then if everything's okay, and then you can just, you know, send me the revised invoice plus the credit notes. Otherwise, I will have to talk to him again. Okay? Okay. Yeah.\n\nI forgot. If you check the always the whole year from last year, it was 65 something. Yeah? If I'm not wrong. Was it?\n\nYeah. From from June, I think. From June or May, if you can see all the, like, like, the invoice, like, you know, receive and credit and stuff like that, and then as you can see the difference. Okay? And then I actually talked to John, like, few months ago, and then he said he will fix fix fix, but he never does.\n\nHe only fixed the the one that last month. So yeah. So I need the two months credit plus this month's revise and ongoing revise so I don't have to call anymore. Yeah. Yeah.\n\nThat'll be great. Yeah. Plus the credit notes as well. The two months I overpaid. Okay.\n\nPerfect. Thank you so much for your help. Yeah. Yeah. Have a good day.\n\nYep. No. No. No. No.\n\nNothing else. Sorry. Okay. Bye bye. Yeah.\n\nOkay. Bye bye. Date of birth, twenty seven seven eighty five. '20 yeah. You're you're asking my date of birth.\n\nYes? Twenty seven seven eighty five. Yeah. Yes. Yes.\n\nYes. You too. Talk to you soon. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hey.","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":0.16852369904518127},{"text":"Good morning.","start":5.3599997,"end":6.02,"sentiment":"neutral","sentiment_score":0.24784953147172928},{"text":"Still, this is Sonia.","start":6.3199997,"end":7.62,"sentiment":"neutral","sentiment_score":0.03424473665654659},{"text":"I got a a invoice again, and then that's wrong total.","start":7.68,"end":16.335,"sentiment":"neutral","sentiment_score":-0.26216405494646594},{"text":"So if you could check for me, that'd be great.","start":16.555,"end":19.135,"sentiment":"neutral","sentiment_score":0.0868673138320446}],"sentiment":"neutral","sentiment_score":-0.04335463419556618,"num_words":28,"start":4.48,"end":19.135},{"sentences":[{"text":"Account number, you mean?","start":27.275002,"end":28.654999,"sentiment":"neutral","sentiment_score":-0.007374199689365923},{"text":"Oh, okay.","start":32.79,"end":33.43,"sentiment":"neutral","sentiment_score":0.03579367697238922},{"text":"It's r u I w a n g, Sonia.","start":33.43,"end":37.21,"sentiment":"neutral","sentiment_score":0.032681659484903015},{"text":"Say again?","start":43.03,"end":43.77,"sentiment":"neutral","sentiment_score":0.028209377080202103},{"text":"W a n a n g.","start":48.365,"end":50.785,"sentiment":"neutral","sentiment_score":0.0013473217065135639}],"sentiment":"neutral","sentiment_score":0.017422964128301195,"num_words":23,"start":27.275002,"end":50.785},{"sentences":[{"text":"It's supposed to be 60.","start":72.08,"end":73.7,"sentiment":"neutral","sentiment_score":-0.05946651697158813},{"text":"Before, it was 65, and the increase to $2 or something is 67.","start":75.355,"end":80.415,"sentiment":"neutral","sentiment_score":-0.09053295736129467},{"text":"And then after that, if you see, actually, I overpaid two 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Dom.","start":104.185,"end":105.385,"sentiment":"neutral","sentiment_score":-0.05004899576306343},{"text":"Yeah?","start":105.385,"end":105.705,"sentiment":"neutral","sentiment_score":-0.043215081095695496}],"sentiment":"neutral","sentiment_score":-0.10872759052685328,"num_words":35,"start":91.77,"end":105.705},{"sentences":[{"text":"You guys yeah.","start":105.705,"end":107.625,"sentiment":"neutral","sentiment_score":-0.09117210408051808},{"text":"So check with him.","start":107.625,"end":109.085,"sentiment":"neutral","sentiment_score":-0.07254664786159992},{"text":"I tried to let him to, you know, fix the invoice he fixed to the last month, but he didn't wanna receive the the the the mail, like, this this month for the invoice as in, you know, back to that number.","start":109.305,"end":122.57,"sentiment":"neutral","sentiment_score":-0.17148025227444513},{"text":"If you could talk to him because he he would explain better than me because he is the one that will set me up.","start":122.57,"end":129.625,"sentiment":"neutral","sentiment_score":0.24635644055282077},{"text":"Okay?","start":129.625,"end":130.125,"sentiment":"neutral","sentiment_score":0.12316982448101044}],"sentiment":"neutral","sentiment_score":-0.02338039326305325,"num_words":74,"start":105.705,"end":130.125},{"sentences":[{"text":"And then so if you talk to him first and then if you could, like, credit two months that already overpaid, I think it was, let's say, June and July.","start":130.265,"end":143.25,"sentiment":"neutral","sentiment_score":-0.10094406654437384},{"text":"That's overpaid.","start":143.79001,"end":144.69,"sentiment":"neutral","sentiment_score":-0.2233574092388153},{"text":"And also, revising invoice for for this month as 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yeah.","start":159.66501,"end":161.365,"sentiment":"neutral","sentiment_score":0.008393955416977406},{"text":"Okay?","start":161.505,"end":162.005,"sentiment":"neutral","sentiment_score":0.011329824104905128}],"sentiment":"neutral","sentiment_score":-0.060912541497279614,"num_words":34,"start":151.31,"end":162.005},{"sentences":[{"text":"Any questions?","start":164.38501,"end":165.285,"sentiment":"neutral","sentiment_score":0.004930756986141205},{"text":"Talk to him.","start":176.29,"end":177.17,"sentiment":"neutral","sentiment_score":0.05673059945305189},{"text":"He knows.","start":177.17,"end":177.83,"sentiment":"neutral","sentiment_score":0.011096603237092495},{"text":"Yeah.","start":178.69,"end":179.19,"sentiment":"neutral","sentiment_score":0.05657824128866196},{"text":"Okay.","start":179.25,"end":179.65,"sentiment":"neutral","sentiment_score":0.08224113285541534}],"sentiment":"neutral","sentiment_score":0.037896210327744484,"num_words":9,"start":164.38501,"end":179.65},{"sentences":[{"text":"And then if everything's okay, and then you can just, you know, send me the revised invoice plus the credit notes.","start":179.65,"end":187.285,"sentiment":"neutral","sentiment_score":0.15013947550739562},{"text":"Otherwise, I will have to talk to him again.","start":187.505,"end":191.685,"sentiment":"neutral","sentiment_score":-0.05255625686711735},{"text":"Okay?","start":192.225,"end":192.725,"sentiment":"neutral","sentiment_score":0.03963444381952286},{"text":"Okay.","start":193.265,"end":193.765,"sentiment":"neutral","sentiment_score":0.05605580285191536},{"text":"Yeah.","start":196.30501,"end":196.80501,"sentiment":"neutral","sentiment_score":0.017277337610721588}],"sentiment":"neutral","sentiment_score":0.0846330381252549,"num_words":33,"start":179.65,"end":196.80501},{"sentences":[{"text":"I forgot.","start":202.58,"end":203.40001,"sentiment":"neutral","sentiment_score":-0.07845687121152878},{"text":"If you check the always the whole year from last year, it was 65 something.","start":203.46,"end":210.1,"sentiment":"neutral","sentiment_score":-0.072783296306928},{"text":"Yeah?","start":210.1,"end":210.58,"sentiment":"neutral","sentiment_score":-0.04290974140167236},{"text":"If I'm not wrong.","start":210.58,"end":211.64,"sentiment":"neutral","sentiment_score":-0.06688726134598255},{"text":"Was it?","start":212.505,"end":218.285,"sentiment":"neutral","sentiment_score":-0.0085153728723526}],"sentiment":"neutral","sentiment_score":-0.06567302998155355,"num_words":24,"start":202.58,"end":218.285},{"sentences":[{"text":"Yeah.","start":223.065,"end":223.38501,"sentiment":"neutral","sentiment_score":0.00888608768582344},{"text":"From from June, I think.","start":223.38501,"end":225.66,"sentiment":"neutral","sentiment_score":-0.01913795843720436},{"text":"From June or May, if you can see all the, like, like, the invoice, like, you know, receive and credit and stuff like that, and then as you can see the difference.","start":225.66,"end":237.36,"sentiment":"neutral","sentiment_score":-0.000741870841011405},{"text":"Okay?","start":237.5,"end":238.0,"sentiment":"neutral","sentiment_score":-0.007648887112736702},{"text":"And then I actually talked to John, like, few months ago, and then he said he will fix fix fix, but he never does.","start":238.3,"end":246.515,"sentiment":"neutral","sentiment_score":-0.1395991099998355}],"sentiment":"neutral","sentiment_score":-0.05505668410351352,"num_words":63,"start":223.065,"end":246.515},{"sentences":[{"text":"He only fixed the the one that last month.","start":246.575,"end":248.915,"sentiment":"neutral","sentiment_score":-0.1416098748644193},{"text":"So yeah.","start":249.775,"end":251.555,"sentiment":"neutral","sentiment_score":0.01752172363922},{"text":"So I need the two months credit plus this month's revise and ongoing revise so I don't have to call anymore.","start":251.69499,"end":259.55,"sentiment":"neutral","sentiment_score":-0.010680131725079957},{"text":"Yeah.","start":298.415,"end":298.655,"sentiment":"neutral","sentiment_score":0.07305179536342621},{"text":"Yeah.","start":298.655,"end":299.05502,"sentiment":"neutral","sentiment_score":0.08560553938150406}],"sentiment":"neutral","sentiment_score":-0.038384436999502426,"num_words":34,"start":246.575,"end":299.05502},{"sentences":[{"text":"That'll be great.","start":299.05502,"end":299.935,"sentiment":"positive","sentiment_score":0.3541996677716573},{"text":"Yeah.","start":299.935,"end":300.255,"sentiment":"neutral","sentiment_score":0.15219725668430328},{"text":"Plus the credit notes as well.","start":300.255,"end":301.695,"sentiment":"neutral","sentiment_score":0.08766847973068555},{"text":"The two months I overpaid.","start":301.695,"end":302.99503,"sentiment":"neutral","sentiment_score":-0.055772000923752785},{"text":"Okay.","start":307.535,"end":308.035,"sentiment":"neutral","sentiment_score":0.08743329346179962}],"sentiment":"neutral","sentiment_score":0.09683627670165151,"num_words":16,"start":299.05502,"end":308.035},{"sentences":[{"text":"Perfect.","start":314.61,"end":315.00998,"sentiment":"positive","sentiment_score":0.4169386029243469},{"text":"Thank you so much for your help.","start":315.00998,"end":316.63,"sentiment":"positive","sentiment_score":0.5752649903297424},{"text":"Yeah.","start":317.25,"end":317.75,"sentiment":"neutral","sentiment_score":0.11376990377902985},{"text":"Yeah.","start":318.05,"end":318.55,"sentiment":"neutral","sentiment_score":0.13304045796394348},{"text":"Have a good day.","start":318.77,"end":319.72998,"sentiment":"neutral","sentiment_score":0.25672703608870506}],"sentiment":"positive","sentiment_score":0.40839371723788126,"num_words":14,"start":314.61,"end":319.72998},{"sentences":[{"text":"Yep.","start":319.72998,"end":320.22998,"sentiment":"neutral","sentiment_score":0.10306882858276369},{"text":"No.","start":320.85,"end":321.09,"sentiment":"neutral","sentiment_score":0.0440080463886261},{"text":"No.","start":321.09,"end":321.59,"sentiment":"neutral","sentiment_score":0.055881984531879425},{"text":"No.","start":322.44998,"end":322.77,"sentiment":"neutral","sentiment_score":0.0009929854422807691},{"text":"No.","start":322.77,"end":323.00998,"sentiment":"neutral","sentiment_score":-0.01016368716955185}],"sentiment":"neutral","sentiment_score":0.03875763155519962,"num_words":5,"start":319.72998,"end":323.00998},{"sentences":[{"text":"Nothing else.","start":323.00998,"end":323.97,"sentiment":"neutral","sentiment_score":-0.005624743178486824},{"text":"Sorry.","start":323.97,"end":324.47,"sentiment":"neutral","sentiment_score":0.04017709195613861},{"text":"Okay.","start":325.41,"end":325.81,"sentiment":"neutral","sentiment_score":0.13809999823570251},{"text":"Bye bye.","start":325.81,"end":326.28998,"sentiment":"neutral","sentiment_score":0.09251336380839348},{"text":"Yeah.","start":326.28998,"end":326.78998,"sentiment":"neutral","sentiment_score":0.03656381368637085}],"sentiment":"neutral","sentiment_score":0.05551687787686076,"num_words":7,"start":323.00998,"end":326.78998},{"sentences":[{"text":"Okay.","start":327.505,"end":328.005,"sentiment":"neutral","sentiment_score":0.02183481678366661},{"text":"Bye bye.","start":331.665,"end":332.14502,"sentiment":"neutral","sentiment_score":0.017005243804305792},{"text":"Date of birth, twenty seven seven eighty five.","start":332.14502,"end":334.565,"sentiment":"neutral","sentiment_score":0.0044219777919352055},{"text":"'20 yeah.","start":337.105,"end":338.30502,"sentiment":"neutral","sentiment_score":-0.003061068942770362},{"text":"You're you're asking my date of birth.","start":338.30502,"end":340.14502,"sentiment":"neutral","sentiment_score":-0.006328550233904805}],"sentiment":"neutral","sentiment_score":0.002039956860244274,"num_words":20,"start":327.505,"end":340.14502},{"sentences":[{"text":"Yes?","start":340.14502,"end":340.64502,"sentiment":"neutral","sentiment_score":0.008176478557288647},{"text":"Twenty seven seven eighty five.","start":342.12003,"end":344.06003,"sentiment":"neutral","sentiment_score":0.009757130965590477},{"text":"Yeah.","start":350.68002,"end":351.18002,"sentiment":"neutral","sentiment_score":0.01962269097566605},{"text":"Yes.","start":356.995,"end":357.315,"sentiment":"neutral","sentiment_score":0.04113740473985672},{"text":"Yes.","start":357.315,"end":357.715,"sentiment":"neutral","sentiment_score":0.05549299716949463}],"sentiment":"neutral","sentiment_score":0.019246136252250936,"num_words":9,"start":340.14502,"end":357.715},{"sentences":[{"text":"Yes.","start":357.715,"end":358.215,"sentiment":"neutral","sentiment_score":0.08203741908073425},{"text":"You too.","start":360.91498,"end":361.47498,"sentiment":"neutral","sentiment_score":0.2263144850730896},{"text":"Talk to you soon.","start":361.47498,"end":362.19498,"sentiment":"neutral","sentiment_score":0.2162550948560238},{"text":"Bye.","start":362.19498,"end":362.595,"sentiment":"neutral","sentiment_score":0.1278741955757141},{"text":"Bye.","start":362.595,"end":363.095,"sentiment":"neutral","sentiment_score":0.10215359181165697}],"sentiment":"neutral","sentiment_score":0.18107939511537552,"num_words":9,"start":357.715,"end":363.095}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hey. Good morning. Still, this is Sonia. I got a a invoice again, and then that's wrong total. So if you could check for me, that'd be great.\n\nChannel 0: Yes. And I'll be more than happy of assistance. Could you provide me your name associated under your account, please?\n\nChannel 1: Account number, you mean?\n\nChannel 0: No. The the complete name on the account, please.\n\nChannel 1: Oh, okay. It's r u I w a n g, Sonia.\n\nChannel 0: Thank you so much. And how are you doing, by the way, Sonia?\n\nChannel 1: Say again?\n\nChannel 0: Is it r u I w\n\nChannel 1: W\n\nChannel 0: I n\n\nChannel 1: a\n\nChannel 0: g?\n\nChannel 1: n a n g.\n\nChannel 0: Okay. Thank you so much. Thank you so much, Sonia. Checking on your current invoice right now. It's\n\nChannel 1: It's\n\nChannel 0: currently\n\nChannel 1: supposed to be 60. Before, it was 65, and the increase to $2 or something is 67. And then after that, if you see, actually, I overpaid two months. Like, the the month before, the two months is 79. You guys charged me $79.95.\n\nIt's actually $80. And then I might need to get the credit for that as well. And then if you don't know about the details, you can check with Dom. Like, you know Dom. Yeah?\n\nYou guys\n\nChannel 0: Mhmm.\n\nChannel 1: yeah.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: check with him. I tried to let him to, you know, fix the invoice he fixed to the last month, but he didn't wanna receive the the the the mail, like, this this month for the invoice as in, you know, back to that number. If you could talk to him because\n\nChannel 0: Mhmm.\n\nChannel 1: he he would explain better than me because he is the one that will set me up. Okay? And then so if you talk to him first and then if you could, like, credit two months that already overpaid, I think it was, let's say, June and July. That's overpaid. And also, revising invoice for for this month as well.\n\nOkay? Yeah. Because he just sent me a I called him before. He sent me a message saying that he is in the meeting. So I said I will call the account now.\n\nSo yeah. Okay? Any questions?\n\nChannel 0: Sure. Sure. Yeah. Yeah. Yes.\n\nBecause I'm seeing it right now with your current billing. I'll get an\n\nChannel 1: Talk to him.\n\nChannel 0: Calibrate\n\nChannel 1: He knows.\n\nChannel 0: first. Yeah.\n\nChannel 1: Yeah. Okay. And\n\nChannel 0: Yes.\n\nChannel 1: then if everything's okay, and then you can just, you know, send me the revised invoice plus the credit notes. Otherwise, I will have to talk to him again. Okay?\n\nChannel 0: Yeah. So I yeah.\n\nChannel 1: Okay.\n\nChannel 0: Just wanna make sure that we are on the same page. So\n\nChannel 1: Yeah.\n\nChannel 0: previously, the amount that you are supposed to pay is for how much a month?\n\nChannel 1: I forgot. If you check the always the whole year from\n\nChannel 0: Mhmm.\n\nChannel 1: last year, it was 65 something. Yeah? If I'm not\n\nChannel 0: Okay.\n\nChannel 1: wrong.\n\nChannel 0: So\n\nChannel 1: Was\n\nChannel 0: how about alright. And then recently, you were\n\nChannel 1: it?\n\nChannel 0: you received an invoice for $79.95.\n\nChannel 1: Yeah.\n\nChannel 0: Right?\n\nChannel 1: From from June, I think. From June or May, if you can see all the, like, like, the invoice, like, you know, receive and credit and stuff like that, and then as you can see the difference. Okay? And then I actually talked to John, like, few months ago, and then he said he will fix fix fix, but he never does. He only fixed\n\nChannel 0: Uh-huh.\n\nChannel 1: the the one that last month. So yeah. So I need the two months credit plus this month's revise and ongoing revise so I don't have to call anymore.\n\nChannel 0: Yeah. So here's the thing, Sonia. I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them. We really acknowledge that. Please know that the invoice is autumn is system generated.\n\nSo if any case that you just disregard it. Okay? We'll go ahead and check into this. And once confirmed, you will receive a new invoice. And I can also call you back to give you further information every time you're free.\n\nChannel 1: Yeah.\n\nChannel 0: If that\n\nChannel 1: Yeah.\n\nChannel 0: will work,\n\nChannel 1: That'll\n\nChannel 0: please.\n\nChannel 1: be great. Yeah. Plus the credit notes as well. The two months I overpaid.\n\nChannel 0: Yeah. Sure. I'll also take note of that on your account. I'll\n\nChannel 1: Okay.\n\nChannel 0: try to give you a call within the day and check on this first before we start and verify your current invoice right now. Okay?\n\nChannel 1: Perfect. Thank you so much for your help.\n\nChannel 0: Thank no\n\nChannel 1: Yeah.\n\nChannel 0: worries, Sonia.\n\nChannel 1: Yeah.\n\nChannel 0: Any\n\nChannel 1: Have a good\n\nChannel 0: anything\n\nChannel 1: day.\n\nChannel 0: else\n\nChannel 1: Yep.\n\nChannel 0: I can alright.\n\nChannel 1: No. No.\n\nChannel 0: Have a great day.\n\nChannel 1: No. No. Nothing else. Sorry.\n\nChannel 0: Have a great\n\nChannel 1: Okay. Bye bye. Yeah.\n\nChannel 0: oh, hold on.\n\nChannel 1: Okay.\n\nChannel 0: Could you verify your date of birth, please?\n\nChannel 1: Bye bye. Date of birth, twenty seven seven eighty five.\n\nChannel 0: Sorry?\n\nChannel 1: '20 yeah. You're you're asking my date of birth. Yes?\n\nChannel 0: Yes. Yes.\n\nChannel 1: Twenty seven seven eighty five.\n\nChannel 0: Twenty seven seven nineteen eighty five.\n\nChannel 1: Yeah.\n\nChannel 0: So I have here 07/27/1985. Correct?\n\nChannel 1: Yes. Yes. Yes.\n\nChannel 0: Alright. Thank you so much, and have a great day again, Sonia.\n\nChannel 1: You too. Talk\n\nChannel 0: Thank\n\nChannel 1: to\n\nChannel 0: you.\n\nChannel 1: you\n\nChannel 0: Bye\n\nChannel 1: soon.\n\nChannel 0: bye.\n\nChannel 1: Bye. Bye.\n\nChannel 0: Talk to you later. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.64,"end":1.92,"sentiment":"positive","sentiment_score":0.5873568177223205},{"text":"My name is Mary.","start":1.92,"end":2.72,"sentiment":"positive","sentiment_score":0.4658702164888382},{"text":"May I have your name, please?","start":2.72,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.27580711245536804}],"sentiment":"positive","sentiment_score":0.4303405086199443,"channel":0,"num_words":15,"start":0.64,"end":3.9399998},{"sentences":[{"text":"Hey.","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":0.16852369904518127},{"text":"Good morning.","start":5.3599997,"end":6.02,"sentiment":"neutral","sentiment_score":0.24784953147172928},{"text":"Still, this is Sonia.","start":6.3199997,"end":7.62,"sentiment":"neutral","sentiment_score":0.03424473665654659},{"text":"I got a a invoice again, and then that's wrong 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The representative apologizes for the confusion and promises to check on the situation and call the customer back. The customer provides their date of birth and the representative promises to call them back with more information."},"intents":{"segments":[{"text":"I got a a invoice again, and then that's wrong total. So if you could check for me, that'd be great. Yes.","start_word":22,"end_word":43,"intents":[{"intent":"Check invoice and details","confidence_score":0.0002372067}]},{"text":"And I'll be more than happy of assistance. Could you provide me your name associated under your account, please?","start_word":44,"end_word":62,"intents":[{"intent":"Request assistance","confidence_score":0.019468242}]},{"text":"Any questions? Sure.","start_word":373,"end_word":375,"intents":[{"intent":"Clarify communication","confidence_score":0.09794456}]},{"text":"So here's the thing, Sonia. I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them. We really acknowledge that.","start_word":607,"end_word":645,"intents":[{"intent":"Resolve confusion","confidence_score":0.0014925263},{"intent":"Confirm invoice","confidence_score":0.20590188}]},{"text":"And I can also call you back to give you further information every time you're free. Yeah.","start_word":682,"end_word":698,"intents":[{"intent":"Provide information","confidence_score":0.27629274}]},{"text":"Could you verify your date of birth, please? Bye bye. Date of birth, twenty seven seven eighty five. Sorry?","start_word":805,"end_word":823,"intents":[{"intent":"Confirm date of birth","confidence_score":0.077128105}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.5347384810447693},{"text":"May I have your name, please? Hey. Good morning. Still, this is Sonia. I got a a invoice again, and then that's wrong total. So if you could check for me, that'd be great.","start_word":9,"end_word":42,"sentiment":"neutral","sentiment_score":0.014010198414325714},{"text":"Yes. And I'll be more than happy of assistance.","start_word":43,"end_word":51,"sentiment":"positive","sentiment_score":0.6545193195343018},{"text":"Could you provide me your name associated under your account, please? Account number, you mean? No. The the complete name on the account, please. Oh, okay. It's r u I w a n g, Sonia.","start_word":52,"end_word":86,"sentiment":"neutral","sentiment_score":0.018181657418608665},{"text":"Thank you so much.","start_word":87,"end_word":90,"sentiment":"positive","sentiment_score":0.5474696159362793},{"text":"And how are you doing, by the way, Sonia? Say again? Is it r u I w W I n a g? n a n g. Okay.","start_word":91,"end_word":117,"sentiment":"neutral","sentiment_score":0.07595184445381165},{"text":"Thank you so much. Thank you so much, Sonia.","start_word":118,"end_word":126,"sentiment":"positive","sentiment_score":0.36616450548172},{"text":"Checking on your current invoice right now. It's It's currently supposed to be 60. Before, it was 65, and the increase to $2 or something is 67. And then after that, if you see, actually, I overpaid two months. Like, the the month before, the two months is 79. You guys charged me $79.95. It's actually $80. And then I might need to get the credit for that as well. And then if you don't know about the details, you can check with Dom. Like, you know Dom. Yeah? You guys Mhmm. yeah. Yeah. So Yeah. Yeah. check with him. I tried to let him to, you know, fix the invoice he fixed to the last month, but he didn't wanna receive the the the the mail, like, this this month for the invoice as in, you know, back to that number. If you could talk to him because Mhmm.","start_word":127,"end_word":276,"sentiment":"neutral","sentiment_score":-0.1239769235253334},{"text":"he he would explain better than me because he is the one that will set me up.","start_word":277,"end_word":293,"sentiment":"positive","sentiment_score":0.365249902009964},{"text":"Okay? And then so if you talk to him first and then if you could, like, credit two months that already overpaid, I think it was, let's say, June and July. That's overpaid. And also, revising invoice for for this month as well. Okay? Yeah. Because he just sent me a I called him before. He sent me a message saying that he is in the meeting. So I said I will call the account now. So yeah. Okay? Any questions? Sure. Sure. Yeah. Yeah. Yes. Because I'm seeing it right now with your current billing. I'll get an Talk to him. Calibrate He knows. first. Yeah. Yeah. Okay. And Yes. then if everything's okay, and then you can just, you know, send me the revised invoice plus the credit notes. Otherwise, I will have to talk to him again. Okay? Yeah. So I yeah. Okay. Just wanna make sure that we are on the same page. So Yeah. previously, the amount that you are supposed to pay is for how much a month? I forgot. If you check the always the whole year from Mhmm. last year, it was 65 something. Yeah? If I'm not Okay. wrong. So Was how about alright. And then recently, you were it? you received an invoice for $79.95. Yeah. Right? From from June, I think. From June or May, if you can see all the, like, like, the invoice, like, you know, receive and credit and stuff like that, and then as you can see the difference. Okay? And then I actually talked to John, like, few months ago, and then he said he will fix fix fix, but he never does. He only fixed Uh-huh. the the one that last month. So yeah. So I need the two months credit plus this month's revise and ongoing revise so I don't have to call anymore. Yeah. So here's the thing, Sonia. I really appreciate you calling us, and I do apologize for the confusion this has cost you receiving an invoice for $79.95 knowing that you have a conversation with them. We really acknowledge that. Please know that the invoice is autumn is system generated. So if any case that you just disregard it. Okay? We'll go ahead and check into this. And once confirmed, you will receive a new invoice. And I can also call you back to give you further information every time you're free. Yeah. If that Yeah. will work, That'll please.","start_word":294,"end_word":705,"sentiment":"neutral","sentiment_score":0.016042727769072194},{"text":"be great.","start_word":706,"end_word":707,"sentiment":"positive","sentiment_score":0.4329553544521332},{"text":"Yeah. Plus the credit notes as well. The two months I overpaid. Yeah. Sure. I'll also take note of that on your account. I'll Okay. try to give you a call within the day and check on this first before we start and verify your current invoice right now. Okay?","start_word":708,"end_word":757,"sentiment":"neutral","sentiment_score":0.06902913004159927},{"text":"Perfect. Thank you so much for your help.","start_word":758,"end_word":765,"sentiment":"positive","sentiment_score":0.5416446924209595},{"text":"Thank no Yeah. worries, Sonia. Yeah. Any Have a good anything day. else Yep. I can alright. No. No. Have a great day. No. No. Nothing else. Sorry. Have a great Okay. Bye bye. Yeah. oh, hold on. Okay. Could you verify your date of birth, please? Bye bye. Date of birth, twenty seven seven eighty five. Sorry? '20 yeah. You're you're asking my date of birth. Yes? Yes. Yes. Twenty seven seven eighty five. Twenty seven seven nineteen eighty five. Yeah. So I have here 07/27/1985. Correct? Yes. Yes. Yes. Alright.","start_word":766,"end_word":857,"sentiment":"neutral","sentiment_score":0.05589386448264122},{"text":"Thank you so much, and have a great day again, Sonia.","start_word":858,"end_word":868,"sentiment":"positive","sentiment_score":0.5972134470939636},{"text":"You too. Talk Thank to you. you Bye soon. bye. Bye. Bye. Talk to you later. Bye bye.","start_word":869,"end_word":886,"sentiment":"neutral","sentiment_score":0.18112769722938535}],"average":{"sentiment":"neutral","sentiment_score":0.04118376649235674}}}}