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I'm calling from Airtel AU, Airtel Australia. Oh, let me just check the one where oh, I'm sorry. What address you're looking for? Okay. So it's Suite 217 520 Collins Street, Melbourne 3000. 547. No. We have ending in 3799. Mhmm. Yes. So since today, I'm using the ANZ portal, and I am certain that I'm putting the correct authentication code, but it kept saying invalid. Yes. From, yes, from Microsoft Authenticator app. Correct. Yes. It's showing authenticator authentication code is invalid. That's the error message. Okay. Sure. Let me try that again because I've already did. Because our username and password to this portal were saved in our through key. So whenever we log in, we just click the link. We don't need to manually enter the username and password. So once we click on it, it went directly to the page where we need to put in the code. So I'm doing it now. Just bear with me here. No. I'm the only one using this. Yes. It's under Dominico. Right? Yeah. Oh, I'm sorry. No. I'm sorry. It's not clear. Mm-mm. Yes. Mhmm. Yeah. Got it. Thank you for explaining. Yes. I'm I'm sure that I'm using my correct username and password, and then I'm putting the correct code because this is just like a a six digits code. So I'm putting Yes. Yes. It makes sense. I do I'm aware of the account, ma'am. And then right now, I've tried once while I'm talking to you. It says this account is temporal disabled due to that incorrect code. Okay. Got it. Thank you. I'll be on the line. Thank you. Thank you. Okay. Got it. I'll just go ahead and check out the email. Okay? And I appreciate your mhmm. Surely. Thank you. This is No. No. I appreciate your time and help. Oh, sorry. You caught up. What is that again? Oh, not so far. All good. I'll just wait for the email. Thank you. 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This is Melissa from Airtel AU. I'm not sure if I reached the correct department, but I'm having an issue in using the ANZ word line portal. My name is Melissa. I'm calling from Airtel AU, Airtel Australia.\n\nOh, let me just check the one where oh, I'm sorry. What address you're looking for? Okay. So it's Suite 217 520 Collins Street, Melbourne 3000. 547.\n\nNo. We have ending in 3799. Mhmm. Yes. So since today, I'm using the ANZ portal, and I am certain that I'm putting the correct authentication code, but it kept saying invalid.\n\nYes. From, yes, from Microsoft Authenticator app. Correct. Yes. It's showing authenticator authentication code is invalid.\n\nThat's the error message. Okay. Sure. Let me try that again because I've already did. Because our username and password to this portal were saved in our through key.\n\nSo whenever we log in, we just click the link. We don't need to manually enter the username and password. So once we click on it, it went directly to the page where we need to put in the code. So I'm doing it now. Just bear with me here.\n\nNo. I'm the only one using this. Yes. It's under Dominico. Right?\n\nYeah. Oh, I'm sorry. No. I'm sorry. It's not clear.\n\nMm-mm. Yes. Mhmm. Yeah. Got it.\n\nThank you for explaining. Yes. I'm I'm sure that I'm using my correct username and password, and then I'm putting the correct code because this is just like a a six digits code. So I'm putting Yes. Yes.\n\nIt makes sense. I do I'm aware of the account, ma'am. And then right now, I've tried once while I'm talking to you. It says this account is temporal disabled due to that incorrect code. Okay.\n\nGot it. Thank you. I'll be on the line. Thank you. Thank you.\n\nOkay. Got it. I'll just go ahead and check out the email. Okay? And I appreciate your mhmm.\n\nSurely. Thank you. This is No. No. I appreciate your time and help.\n\nOh, sorry. You caught up. What is that again? Oh, not so far. All good.\n\nI'll just wait for the email. Thank you. You do the same.","paragraphs":[{"sentences":[{"text":"Hi.","start":135.985,"end":136.38501,"sentiment":"neutral","sentiment_score":-0.03517816960811615},{"text":"This is Melissa from Airtel AU.","start":136.38501,"end":139.52501,"sentiment":"neutral","sentiment_score":-0.04357859895875057},{"text":"I'm not sure if I reached the correct department, but I'm having an issue in using the ANZ word line portal.","start":140.065,"end":147.88,"sentiment":"neutral","sentiment_score":-0.1870013014191673},{"text":"My name is Melissa.","start":159.85501,"end":161.15501,"sentiment":"neutral","sentiment_score":-0.09203982725739479},{"text":"I'm calling from Airtel AU, Airtel Australia.","start":161.535,"end":165.395,"sentiment":"neutral","sentiment_score":-0.039550693439585824}],"sentiment":"neutral","sentiment_score":-0.12483823734025161,"num_words":39,"start":135.985,"end":165.395},{"sentences":[{"text":"Oh, let me just check the one where oh, I'm 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did.","start":306.355,"end":309.73502,"sentiment":"neutral","sentiment_score":0.0826284641193019},{"text":"Because our username and password to this portal were saved in our through key.","start":311.61,"end":318.99,"sentiment":"neutral","sentiment_score":0.06642670929431915}],"sentiment":"neutral","sentiment_score":0.03390602985846585,"num_words":29,"start":293.22998,"end":318.99},{"sentences":[{"text":"So whenever we log in, we just click the link.","start":319.13,"end":324.325,"sentiment":"neutral","sentiment_score":0.0435759998857975},{"text":"We don't need to manually enter the username and password.","start":324.385,"end":327.845,"sentiment":"neutral","sentiment_score":-0.005530349165201187},{"text":"So once we click on it, it went directly to the page where we need to put in the code.","start":328.305,"end":334.545,"sentiment":"neutral","sentiment_score":0.025804603844881056},{"text":"So I'm doing it now.","start":334.545,"end":336.225,"sentiment":"neutral","sentiment_score":0.07313391342759132},{"text":"Just bear with me here.","start":336.225,"end":337.685,"sentiment":"neutral","sentiment_score":-0.009325273893773555}],"sentiment":"neutral","sentiment_score":0.02431183563545346,"num_words":50,"start":319.13,"end":337.685},{"sentences":[{"text":"No.","start":349.12997,"end":349.53,"sentiment":"neutral","sentiment_score":-0.20360708236694336},{"text":"I'm the only one using this.","start":349.53,"end":351.315,"sentiment":"neutral","sentiment_score":-0.15555672099192938},{"text":"Yes.","start":355.475,"end":355.875,"sentiment":"neutral","sentiment_score":0.021172452718019485},{"text":"It's under Dominico.","start":355.875,"end":357.415,"sentiment":"neutral","sentiment_score":0.022770964230100315},{"text":"Right?","start":357.555,"end":358.055,"sentiment":"neutral","sentiment_score":0.02638227865099907}],"sentiment":"neutral","sentiment_score":-0.08508998202160001,"num_words":12,"start":349.12997,"end":358.055},{"sentences":[{"text":"Yeah.","start":359.795,"end":360.295,"sentiment":"neutral","sentiment_score":0.04357771947979927},{"text":"Oh, I'm sorry.","start":369.05002,"end":370.03,"sentiment":"neutral","sentiment_score":-0.11920785407225291},{"text":"No.","start":384.285,"end":384.60498,"sentiment":"neutral","sentiment_score":-0.2178954780101776},{"text":"I'm sorry.","start":384.60498,"end":385.32498,"sentiment":"neutral","sentiment_score":-0.22003044188022614},{"text":"It's not clear.","start":385.32498,"end":386.465,"sentiment":"neutral","sentiment_score":-0.20654711623986563}],"sentiment":"neutral","sentiment_score":-0.1591643553227186,"num_words":10,"start":359.795,"end":386.465},{"sentences":[{"text":"Mm-mm.","start":409.31,"end":409.81,"sentiment":"neutral","sentiment_score":0.00118393381126225},{"text":"Yes.","start":426.66998,"end":427.16998,"sentiment":"neutral","sentiment_score":0.017283860594034195},{"text":"Mhmm.","start":430.27,"end":430.77,"sentiment":"neutral","sentiment_score":0.01748618111014366},{"text":"Yeah.","start":439.54498,"end":439.785,"sentiment":"neutral","sentiment_score":0.1699148416519165},{"text":"Got it.","start":439.785,"end":440.26498,"sentiment":"neutral","sentiment_score":0.31603893637657166}],"sentiment":"neutral","sentiment_score":0.13965778165341666,"num_words":6,"start":409.31,"end":440.26498},{"sentences":[{"text":"Thank you for explaining.","start":440.26498,"end":441.485,"sentiment":"positive","sentiment_score":0.5952800959348679},{"text":"Yes.","start":441.54498,"end":442.04498,"sentiment":"neutral","sentiment_score":0.3138429522514343},{"text":"I'm I'm sure that I'm using my correct username and password, and then I'm putting the correct code because this is just like a a six digits code.","start":442.425,"end":454.45,"sentiment":"neutral","sentiment_score":0.1729224372122969},{"text":"So I'm putting Yes.","start":456.11002,"end":482.58002,"sentiment":"neutral","sentiment_score":0.18571176379919052},{"text":"Yes.","start":482.58002,"end":483.06,"sentiment":"neutral","sentiment_score":0.1273747831583023}],"sentiment":"neutral","sentiment_score":0.22123719516553378,"num_words":38,"start":440.26498,"end":483.06},{"sentences":[{"text":"It makes sense.","start":483.06,"end":484.1,"sentiment":"neutral","sentiment_score":0.14924273391564688},{"text":"I do I'm aware of the account, ma'am.","start":484.1,"end":487.08002,"sentiment":"neutral","sentiment_score":-0.02689724159426987},{"text":"And then right now, I've tried once while I'm talking to you.","start":487.22,"end":491.16,"sentiment":"neutral","sentiment_score":-0.07318309973925352},{"text":"It says this account is temporal disabled due to that incorrect code.","start":491.30002,"end":496.835,"sentiment":"neutral","sentiment_score":-0.25120024879773456},{"text":"Okay.","start":521.83496,"end":522.235,"sentiment":"neutral","sentiment_score":0.017325056716799736}],"sentiment":"neutral","sentiment_score":-0.10118680157595211,"num_words":36,"start":483.06,"end":522.235},{"sentences":[{"text":"Got it.","start":522.235,"end":522.635,"sentiment":"neutral","sentiment_score":0.0821773149073124},{"text":"Thank you.","start":522.635,"end":523.115,"sentiment":"neutral","sentiment_score":0.25315992534160614},{"text":"I'll be on the line.","start":523.115,"end":524.33496,"sentiment":"neutral","sentiment_score":0.16822692453861238},{"text":"Thank you.","start":527.115,"end":528.015,"sentiment":"positive","sentiment_score":0.40352097153663635},{"text":"Thank you.","start":785.58,"end":786.24005,"sentiment":"positive","sentiment_score":0.3417510688304901}],"sentiment":"neutral","sentiment_score":0.23095024491731936,"num_words":13,"start":522.235,"end":786.24005},{"sentences":[{"text":"Okay.","start":798.78,"end":799.28,"sentiment":"neutral","sentiment_score":0.05269545316696167},{"text":"Got it.","start":799.34,"end":800.08,"sentiment":"neutral","sentiment_score":0.06794212758541107},{"text":"I'll just go ahead and check out the email.","start":800.175,"end":803.77496,"sentiment":"neutral","sentiment_score":0.04653910050789515},{"text":"Okay?","start":803.77496,"end":804.27496,"sentiment":"neutral","sentiment_score":0.012994177639484406},{"text":"And I appreciate your mhmm.","start":804.415,"end":811.71497,"sentiment":"neutral","sentiment_score":-0.032534153386950496}],"sentiment":"neutral","sentiment_score":0.02543083464519845,"num_words":18,"start":798.78,"end":811.71497},{"sentences":[{"text":"Surely.","start":815.69,"end":816.19,"sentiment":"neutral","sentiment_score":0.05869003385305405},{"text":"Thank you.","start":816.25,"end":816.65,"sentiment":"neutral","sentiment_score":0.1354607567191124},{"text":"This is No.","start":816.65,"end":817.29004,"sentiment":"neutral","sentiment_score":-0.07503143077095349},{"text":"No.","start":817.29004,"end":817.45,"sentiment":"neutral","sentiment_score":-0.15076154470443726},{"text":"I appreciate your time and help.","start":817.45,"end":819.55005,"sentiment":"neutral","sentiment_score":0.030147804568211242}],"sentiment":"neutral","sentiment_score":0.010357118283326812,"num_words":13,"start":815.69,"end":819.55005},{"sentences":[{"text":"Oh, sorry.","start":826.73004,"end":827.45,"sentiment":"neutral","sentiment_score":-0.014264507219195366},{"text":"You caught up.","start":827.45,"end":828.01,"sentiment":"neutral","sentiment_score":-0.02473423381646474},{"text":"What is that again?","start":828.01,"end":829.07,"sentiment":"neutral","sentiment_score":-0.01683791261166334},{"text":"Oh, not so far.","start":836.58496,"end":837.865,"sentiment":"neutral","sentiment_score":0.03364888112992048},{"text":"All good.","start":837.865,"end":838.685,"sentiment":"neutral","sentiment_score":0.18254655599594116}],"sentiment":"neutral","sentiment_score":0.02197368467847506,"num_words":15,"start":826.73004,"end":838.685},{"sentences":[{"text":"I'll just wait for the email.","start":838.825,"end":840.365,"sentiment":"neutral","sentiment_score":0.036020741487542786},{"text":"Thank you.","start":843.70496,"end":844.425,"sentiment":"positive","sentiment_score":0.8718424737453461},{"text":"You do the same.","start":844.425,"end":845.40497,"sentiment":"positive","sentiment_score":0.7209289073944092}],"sentiment":"positive","sentiment_score":0.40362708549946547,"num_words":12,"start":838.825,"end":845.40497}]}}]},{"alternatives":[{"transcript":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance or issues using all other terminals, press 2. For assistance or issues using your ecommerce facility, press 3. To return to the main please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website. Hey. I'm double blind payment solutions. You're speaking with Olivia. How can I help you today? Okay. Sure. We can have a look into that for you. Let's confirm some details, and then we'll go from there. So I'll get you to confirm your the trading name again. Sorry. Okay. Perfect. And what was the trading address for this one? The trading address for the business? Mhmm. Yep. Perfect. Thank you. And I have a contact number here ending in 547. Is that correct? Yep. I've got that one as well. Perfect. Okay. So you've said that you're trying to log in to the merchant portal? Okay. So, generally speaking let me have a quick look. Bear with me. K. Yep. No. I do see your name here. So you've been set up as a user. Is that correct? Yep. Okay. So where are you getting the authentication code from? From the app? Mhmm. Okay. And what's coming up when you do it? So when you're entering in your authenticator, is it just saying authenticator not correct? Okay. Okay. So I'll get you just to close and refresh the tab and then try again. Okay. So just be aware that there is more than one. If you're sharing this computer or something like that, make sure it is putting in the correct email address. There's two accounts on here. Correct. Yeah. So that's what I'm saying. If it's order filling, just make sure it is order filling the correct details. It says the old data details will won't be able to be used for both accounts. They can only be used for one. Does that make sense? So okay. When you're logging in, say you are logging in to the other account, the two factor authenticator, it is created per user. So you would have so because it's created per user, you would have one two factor authenticator assigned to your email address and another two factor authenticator assigned to Dominico's email address. So you need to make sure you're using the correct authenticator code for your email address, which is why I'm saying to ensure you're using your email address as well as ensuring that the code is correct. Mhmm. It does it does run through pretty quickly. So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure. Does that make sense? Okay. Okay. Let me put you on hold for two to three minutes. I'll see if there's anything I can do on my end. But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor. Yeah. All good. I'll just be a two to three minute hold. Thank you. Thank you for your patience. Okay. So what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done. Okay. No worries. No worries. That one could take twenty four to forty eight hours to get a response, so just keep that in mind. But it should hopefully get back to you as soon as possible. Okay? No worries. All good. Was there anything else I could do for you today, or would you like a case reference number? That's okay. I was just saying, was there anything else I could do for you today, or would you like a case reference number? Okay then. No worries. No worries. And you have a lovely rest of your day. Bye 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to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3.\n\nTo inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance or issues using all other terminals, press 2.\n\nFor assistance or issues using your ecommerce facility, press 3. To return to the main please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website.\n\nHey. I'm double blind payment solutions. You're speaking with Olivia. How can I help you today? Okay.\n\nSure. We can have a look into that for you. Let's confirm some details, and then we'll go from there. So I'll get you to confirm your the trading name again. Sorry.\n\nOkay. Perfect. And what was the trading address for this one? The trading address for the business? Mhmm.\n\nYep. Perfect. Thank you. And I have a contact number here ending in 547. Is that correct?\n\nYep. I've got that one as well. Perfect. Okay. So you've said that you're trying to log in to the merchant portal?\n\nOkay. So, generally speaking let me have a quick look. Bear with me. K. Yep.\n\nNo. I do see your name here. So you've been set up as a user. Is that correct? Yep.\n\nOkay. So where are you getting the authentication code from? From the app? Mhmm. Okay.\n\nAnd what's coming up when you do it? So when you're entering in your authenticator, is it just saying authenticator not correct? Okay. Okay. So I'll get you just to close and refresh the tab and then try again.\n\nOkay. So just be aware that there is more than one. If you're sharing this computer or something like that, make sure it is putting in the correct email address. There's two accounts on here. Correct.\n\nYeah. So that's what I'm saying. If it's order filling, just make sure it is order filling the correct details. It says the old data details will won't be able to be used for both accounts. They can only be used for one.\n\nDoes that make sense? So okay. When you're logging in, say you are logging in to the other account, the two factor authenticator, it is created per user. So you would have so because it's created per user, you would have one two factor authenticator assigned to your email address and another two factor authenticator assigned to Dominico's email address. So you need to make sure you're using the correct authenticator code for your email address, which is why I'm saying to ensure you're using your email address as well as ensuring that the code is correct.\n\nMhmm. It does it does run through pretty quickly. So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure. Does that make sense? Okay.\n\nOkay. Let me put you on hold for two to three minutes. I'll see if there's anything I can do on my end. But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor. Yeah.\n\nAll good. I'll just be a two to three minute hold. Thank you. Thank you for your patience. Okay.\n\nSo what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done. Okay. No worries. No worries. That one could take twenty four to forty eight hours to get a response, so just keep that in mind.\n\nBut it should hopefully get back to you as soon as possible. Okay? No worries. All good. Was there anything else I could do for you today, or would you like a case reference number?\n\nThat's okay. I was just saying, was there anything else I could do for you today, or would you like a case reference number? Okay then. No worries. No worries.\n\nAnd you have a lovely rest of your day. Bye bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":0.56,"end":4.58,"sentiment":"neutral","sentiment_score":0.2957848496735096},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":8.4,"end":13.219999,"sentiment":"neutral","sentiment_score":0.08663402812985274},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":33.28,"end":38.260002,"sentiment":"neutral","sentiment_score":0.05994630046188831},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.","start":38.8,"end":45.805,"sentiment":"neutral","sentiment_score":0.05450888661046823},{"text":"To inquire about making changes to your existing merchant facility, press 3.","start":46.425,"end":51.165,"sentiment":"neutral","sentiment_score":0.042053955451895796}],"sentiment":"neutral","sentiment_score":0.09483365308759469,"num_words":56,"start":0.56,"end":51.165},{"sentences":[{"text":"To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4.","start":51.785,"end":59.21,"sentiment":"neutral","sentiment_score":0.03308917004615068},{"text":"For billing inquiries, press 5.","start":59.59,"end":61.93,"sentiment":"neutral","sentiment_score":0.04121386632323265},{"text":"To hear these options again, press 8.","start":62.309998,"end":64.81,"sentiment":"neutral","sentiment_score":0.0550064779818058},{"text":"For assistance for issues using a terminal connected to your point of sale, press 1.","start":65.43,"end":70.57,"sentiment":"neutral","sentiment_score":0.04690311476588249},{"text":"For assistance or issues using all other terminals, press 2.","start":70.994995,"end":75.395,"sentiment":"neutral","sentiment_score":0.02655875589698553}],"sentiment":"neutral","sentiment_score":0.03898302383982299,"num_words":57,"start":51.785,"end":75.395},{"sentences":[{"text":"For assistance or issues using your ecommerce facility, press 3.","start":75.395,"end":79.655,"sentiment":"neutral","sentiment_score":0.025815696455538273},{"text":"To return to the main please have your merchant ID ready.","start":80.115,"end":84.695,"sentiment":"neutral","sentiment_score":0.034949672323736275},{"text":"This can be found at the top of your receipts or on your statement.","start":85.049995,"end":88.99,"sentiment":"neutral","sentiment_score":0.05706625325339181},{"text":"One moment while your call is transferred.","start":90.89,"end":92.909996,"sentiment":"neutral","sentiment_score":0.04032959443117891},{"text":"Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website.","start":95.689995,"end":104.165,"sentiment":"neutral","sentiment_score":0.035577858459543095}],"sentiment":"neutral","sentiment_score":0.03916485863737762,"num_words":64,"start":75.395,"end":104.165},{"sentences":[{"text":"Hey.","start":130.915,"end":131.155,"sentiment":"neutral","sentiment_score":0.11094268411397934},{"text":"I'm double blind payment solutions.","start":131.155,"end":132.595,"sentiment":"neutral","sentiment_score":0.09057739526033401},{"text":"You're speaking with Olivia.","start":132.595,"end":133.635,"sentiment":"neutral","sentiment_score":0.1403820551931858},{"text":"How can I help you today?","start":133.635,"end":135.015,"sentiment":"neutral","sentiment_score":0.22818233569463095},{"text":"Okay.","start":149.03,"end":149.35,"sentiment":"neutral","sentiment_score":0.04061159119009971}],"sentiment":"neutral","sentiment_score":0.14912138156154575,"num_words":17,"start":130.915,"end":149.35},{"sentences":[{"text":"Sure.","start":149.35,"end":149.75,"sentiment":"neutral","sentiment_score":0.10784060508012772},{"text":"We can have a look into that for you.","start":149.75,"end":151.77,"sentiment":"neutral","sentiment_score":0.20180690619680616},{"text":"Let's confirm some details, and then we'll go from there.","start":151.925,"end":154.565,"sentiment":"neutral","sentiment_score":0.1278718337416649},{"text":"So I'll get you to confirm your the trading name again.","start":154.565,"end":158.245,"sentiment":"neutral","sentiment_score":0.08226333863355896},{"text":"Sorry.","start":158.245,"end":158.745,"sentiment":"neutral","sentiment_score":-0.11041343957185744}],"sentiment":"neutral","sentiment_score":0.12491576198954135,"num_words":32,"start":149.35,"end":158.745},{"sentences":[{"text":"Okay.","start":166.3,"end":166.62,"sentiment":"neutral","sentiment_score":0.11940181255340576},{"text":"Perfect.","start":166.62,"end":167.09999,"sentiment":"neutral","sentiment_score":0.188070148229599},{"text":"And what was the trading address for this one?","start":167.09999,"end":169.28,"sentiment":"neutral","sentiment_score":0.026404030414091215},{"text":"The trading address for the business?","start":179.535,"end":181.395,"sentiment":"neutral","sentiment_score":-0.021750052149097126},{"text":"Mhmm.","start":190.335,"end":190.835,"sentiment":"neutral","sentiment_score":-0.007826471701264381}],"sentiment":"neutral","sentiment_score":0.022598969439665478,"num_words":18,"start":166.3,"end":190.835},{"sentences":[{"text":"Yep.","start":197.31,"end":197.81,"sentiment":"neutral","sentiment_score":0.2501766085624695},{"text":"Perfect.","start":198.03,"end":198.53,"sentiment":"positive","sentiment_score":0.7428405284881592},{"text":"Thank you.","start":198.59,"end":199.15,"sentiment":"positive","sentiment_score":0.7226479649543762},{"text":"And I have a contact number here ending in 547.","start":199.15,"end":203.39,"sentiment":"neutral","sentiment_score":0.16100731417536734},{"text":"Is that correct?","start":203.39,"end":204.21,"sentiment":"neutral","sentiment_score":0.06923790276050568}],"sentiment":"neutral","sentiment_score":0.25035881864673953,"num_words":17,"start":197.31,"end":204.21},{"sentences":[{"text":"Yep.","start":220.58499,"end":220.905,"sentiment":"neutral","sentiment_score":0.08614300191402435},{"text":"I've got that one as well.","start":220.905,"end":222.345,"sentiment":"neutral","sentiment_score":0.14984502146641412},{"text":"Perfect.","start":222.345,"end":222.845,"sentiment":"positive","sentiment_score":0.4379523396492005},{"text":"Okay.","start":224.67,"end":225.17,"sentiment":"neutral","sentiment_score":0.02576332911849022},{"text":"So you've said that you're trying to log in to the merchant portal?","start":225.31,"end":229.33,"sentiment":"neutral","sentiment_score":-0.010253879814766921}],"sentiment":"neutral","sentiment_score":0.05980128917673772,"num_words":22,"start":220.58499,"end":229.33},{"sentences":[{"text":"Okay.","start":243.695,"end":244.195,"sentiment":"neutral","sentiment_score":-0.09475632756948472},{"text":"So, generally speaking let me have a quick look.","start":244.655,"end":249.695,"sentiment":"neutral","sentiment_score":-0.04453876304129759},{"text":"Bear with me.","start":249.695,"end":250.755,"sentiment":"neutral","sentiment_score":-0.011170128360390663},{"text":"K.","start":256.11,"end":256.43,"sentiment":"neutral","sentiment_score":0.013112928718328476},{"text":"Yep.","start":256.43,"end":256.75,"sentiment":"neutral","sentiment_score":0.030647382140159607}],"sentiment":"neutral","sentiment_score":-0.032357017944256466,"num_words":15,"start":243.695,"end":256.75},{"sentences":[{"text":"No.","start":256.75,"end":256.91,"sentiment":"neutral","sentiment_score":-0.10491909831762314},{"text":"I do see your name here.","start":256.91,"end":258.77,"sentiment":"neutral","sentiment_score":-0.03246125051130851},{"text":"So you've been set up as a user.","start":260.83,"end":263.01,"sentiment":"neutral","sentiment_score":0.01644159574061632},{"text":"Is that correct?","start":263.15,"end":263.97,"sentiment":"neutral","sentiment_score":0.008691544954975447},{"text":"Yep.","start":266.085,"end":266.585,"sentiment":"neutral","sentiment_score":0.02534019574522972}],"sentiment":"neutral","sentiment_score":-0.006144158150020398,"num_words":19,"start":256.75,"end":266.585},{"sentences":[{"text":"Okay.","start":266.845,"end":267.345,"sentiment":"neutral","sentiment_score":0.01224501896649599},{"text":"So where are you getting the authentication code from?","start":267.605,"end":272.025,"sentiment":"neutral","sentiment_score":-0.005591094286905395},{"text":"From the app?","start":272.245,"end":273.145,"sentiment":"neutral","sentiment_score":-0.007573330774903297},{"text":"Mhmm.","start":277.285,"end":277.785,"sentiment":"neutral","sentiment_score":-0.002243357710540294},{"text":"Okay.","start":278.565,"end":279.045,"sentiment":"neutral","sentiment_score":0.013742378912866116}],"sentiment":"neutral","sentiment_score":-0.003286386715869109,"num_words":15,"start":266.845,"end":279.045},{"sentences":[{"text":"And what's coming up when you do it?","start":279.045,"end":281.37,"sentiment":"neutral","sentiment_score":-0.047970720333978534},{"text":"So when you're entering in your authenticator, is it just saying authenticator not correct?","start":281.61,"end":287.31,"sentiment":"neutral","sentiment_score":-0.13126664768372262},{"text":"Okay.","start":293.61,"end":294.11,"sentiment":"neutral","sentiment_score":-0.18157143890857697},{"text":"Okay.","start":295.53,"end":296.03,"sentiment":"neutral","sentiment_score":-0.06956078857183456},{"text":"So I'll get you just to close and refresh the tab and then try again.","start":297.655,"end":302.955,"sentiment":"neutral","sentiment_score":-0.04525487447778384}],"sentiment":"neutral","sentiment_score":-0.08080651730490036,"num_words":39,"start":279.045,"end":302.955},{"sentences":[{"text":"Okay.","start":336.74503,"end":337.225,"sentiment":"neutral","sentiment_score":0.0019267145544290545},{"text":"So just be aware that there is more than one.","start":337.225,"end":340.285,"sentiment":"neutral","sentiment_score":-0.08336787857115269},{"text":"If you're sharing this computer or something like that, make sure it is putting in the correct email address.","start":340.48,"end":346.9,"sentiment":"neutral","sentiment_score":-0.004399983408419709},{"text":"There's two accounts on here.","start":352.0,"end":353.745,"sentiment":"neutral","sentiment_score":-0.04280495308339596},{"text":"Correct.","start":358.625,"end":359.125,"sentiment":"neutral","sentiment_score":0.05130234360694885}],"sentiment":"neutral","sentiment_score":-0.029946504936863978,"num_words":36,"start":336.74503,"end":359.125},{"sentences":[{"text":"Yeah.","start":359.185,"end":359.685,"sentiment":"neutral","sentiment_score":0.04092324525117874},{"text":"So that's what I'm saying.","start":359.745,"end":360.625,"sentiment":"neutral","sentiment_score":0.03275616243481636},{"text":"If it's order filling, just make sure it is order filling the correct details.","start":360.625,"end":364.805,"sentiment":"neutral","sentiment_score":-0.0007542335162205356},{"text":"It says the old data details will won't be able to be used for both accounts.","start":368.88,"end":376.08002,"sentiment":"neutral","sentiment_score":-0.1375534418039024},{"text":"They can only be used for one.","start":376.08002,"end":377.78,"sentiment":"neutral","sentiment_score":-0.06960818118282727}],"sentiment":"neutral","sentiment_score":-0.05799924532428037,"num_words":43,"start":359.185,"end":377.78},{"sentences":[{"text":"Does that make sense?","start":382.04498,"end":383.185,"sentiment":"neutral","sentiment_score":-0.014085129834711552},{"text":"So okay.","start":388.04498,"end":389.585,"sentiment":"neutral","sentiment_score":-0.024082654155790806},{"text":"When you're logging in, say you are logging in to the other account, the two factor authenticator, it is created per user.","start":389.645,"end":401.9,"sentiment":"neutral","sentiment_score":0.0003834961574863304},{"text":"So you would have so because it's created per user, you would have one two factor authenticator assigned to your email address and another two factor authenticator assigned to Dominico's email address.","start":402.44,"end":419.73502,"sentiment":"neutral","sentiment_score":0.005088649922981858},{"text":"So you need to make sure you're using the correct authenticator code for your email address, which is why I'm saying to ensure you're using your email address as well as ensuring that the code is correct.","start":420.88,"end":438.63498,"sentiment":"neutral","sentiment_score":0.013966689591069479}],"sentiment":"neutral","sentiment_score":0.006015828868239811,"num_words":97,"start":382.04498,"end":438.63498},{"sentences":[{"text":"Mhmm.","start":455.19998,"end":455.69998,"sentiment":"neutral","sentiment_score":0.10186566412448884},{"text":"It does it does run through pretty quickly.","start":457.03998,"end":459.62,"sentiment":"neutral","sentiment_score":0.2275057304650545},{"text":"So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure.","start":460.305,"end":476.25998,"sentiment":"neutral","sentiment_score":0.0886023267237253},{"text":"Does that make sense?","start":480.63998,"end":481.78,"sentiment":"neutral","sentiment_score":0.003875959198921919},{"text":"Okay.","start":498.11502,"end":498.61502,"sentiment":"neutral","sentiment_score":-0.042618148028850555}],"sentiment":"neutral","sentiment_score":0.10008240781985876,"num_words":57,"start":455.19998,"end":498.61502},{"sentences":[{"text":"Okay.","start":501.39502,"end":501.89502,"sentiment":"neutral","sentiment_score":-0.03715738654136658},{"text":"Let me put you on hold for two to three minutes.","start":504.95,"end":507.99002,"sentiment":"neutral","sentiment_score":-0.02949593063782562},{"text":"I'll see if there's anything I can do on my end.","start":507.99002,"end":510.33002,"sentiment":"neutral","sentiment_score":-0.012376701078293},{"text":"But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor.","start":510.39,"end":520.10504,"sentiment":"neutral","sentiment_score":-0.24812602319500662},{"text":"Yeah.","start":523.04504,"end":523.54504,"sentiment":"neutral","sentiment_score":0.15132689476013184}],"sentiment":"neutral","sentiment_score":-0.12620004241192795,"num_words":46,"start":501.39502,"end":523.54504},{"sentences":[{"text":"All good.","start":524.72504,"end":525.125,"sentiment":"positive","sentiment_score":0.3704930990934372},{"text":"I'll just be a two to three minute hold.","start":525.125,"end":526.80505,"sentiment":"neutral","sentiment_score":0.1908728066417906},{"text":"Thank you.","start":526.80505,"end":527.34,"sentiment":"positive","sentiment_score":0.3802117854356766},{"text":"Thank you for your patience.","start":782.79004,"end":784.01,"sentiment":"positive","sentiment_score":0.423904150724411},{"text":"Okay.","start":786.935,"end":787.415,"sentiment":"neutral","sentiment_score":0.06884437799453735}],"sentiment":"neutral","sentiment_score":0.284612113707944,"num_words":19,"start":524.72504,"end":787.415},{"sentences":[{"text":"So what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done.","start":787.415,"end":797.755,"sentiment":"neutral","sentiment_score":0.03501391982038816},{"text":"Okay.","start":799.815,"end":800.315,"sentiment":"neutral","sentiment_score":0.054605498909950256},{"text":"No worries.","start":800.535,"end":801.195,"sentiment":"neutral","sentiment_score":0.044032882899045944},{"text":"No worries.","start":804.59,"end":805.41003,"sentiment":"neutral","sentiment_score":-0.08988574147224426},{"text":"That one could take twenty four to forty eight hours to get a response, so just keep that in mind.","start":805.63,"end":810.85004,"sentiment":"neutral","sentiment_score":-0.09529937729239464}],"sentiment":"neutral","sentiment_score":-0.01623036671768535,"num_words":55,"start":787.415,"end":810.85004},{"sentences":[{"text":"But it should hopefully get back to you as soon as possible.","start":811.63,"end":814.61005,"sentiment":"neutral","sentiment_score":0.05754964736600717},{"text":"Okay?","start":814.67004,"end":815.17004,"sentiment":"neutral","sentiment_score":0.033678628504276276},{"text":"No worries.","start":819.325,"end":820.045,"sentiment":"neutral","sentiment_score":0.04904446750879288},{"text":"All good.","start":820.045,"end":820.365,"sentiment":"neutral","sentiment_score":0.16311589628458023},{"text":"Was there anything else I could do for you today, or would you like a case reference number?","start":820.365,"end":823.58496,"sentiment":"neutral","sentiment_score":0.05721426589621438}],"sentiment":"neutral","sentiment_score":0.06224148316042764,"num_words":35,"start":811.63,"end":823.58496},{"sentences":[{"text":"That's okay.","start":829.64496,"end":830.125,"sentiment":"neutral","sentiment_score":0.0791358444839716},{"text":"I was just saying, was there anything else I could do for you today, or would you like a case reference number?","start":830.125,"end":835.27997,"sentiment":"neutral","sentiment_score":0.05574452953243798},{"text":"Okay then.","start":839.1,"end":839.66,"sentiment":"neutral","sentiment_score":0.049551643431186676},{"text":"No worries.","start":839.66,"end":840.39996,"sentiment":"neutral","sentiment_score":0.011926747858524323},{"text":"No worries.","start":840.94,"end":841.42,"sentiment":"neutral","sentiment_score":0.025648823473602533}],"sentiment":"neutral","sentiment_score":0.05196352560694019,"num_words":30,"start":829.64496,"end":841.42},{"sentences":[{"text":"And you have a lovely rest of your day.","start":841.42,"end":843.19995,"sentiment":"positive","sentiment_score":0.8433554172515869},{"text":"Bye bye.","start":846.2509,"end":846.99097,"sentiment":"neutral","sentiment_score":0.09020194783806801}],"sentiment":"positive","sentiment_score":0.7064184228127653,"num_words":11,"start":841.42,"end":846.99097}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3.\n\nTo inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance or issues using all other terminals, press 2.\n\nFor assistance or issues using your ecommerce facility, press 3. To return to the main please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website.\n\nHey. I'm double blind payment solutions. You're speaking with Olivia. How can I help you today?\n\nChannel 0: Hi. This is Melissa from Airtel AU. I'm not sure if I reached the correct department, but I'm having an issue in using the ANZ word line portal.\n\nChannel 1: Okay. Sure. We can have a look into that for you. Let's confirm some details, and then we'll go from there. So I'll get you to confirm your the trading name again.\n\nSorry.\n\nChannel 0: My name is Melissa. I'm calling from Airtel AU, Airtel Australia.\n\nChannel 1: Okay. Perfect. And what was the trading address for this one?\n\nChannel 0: Oh, let me just check the one where oh, I'm sorry. What address you're looking for?\n\nChannel 1: The trading address for the business?\n\nChannel 0: Okay. So it's Suite 217\n\nChannel 1: Mhmm.\n\nChannel 0: 520 Collins Street, Melbourne 3000.\n\nChannel 1: Yep. Perfect. Thank you. And I have a contact number here ending in 547. Is that correct?\n\nChannel 0: 547. No. We have ending in 3799.\n\nChannel 1: Yep. I've got that one as well. Perfect.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. So you've said that you're trying to log in to the merchant portal?\n\nChannel 0: Yes. So since today, I'm using the ANZ portal, and I am certain that I'm putting the correct authentication code, but it kept saying invalid.\n\nChannel 1: Okay. So, generally speaking let me have a quick look. Bear with me. K. Yep.\n\nNo. I do see your name here. So you've been set up as a user. Is that correct?\n\nChannel 0: Yes.\n\nChannel 1: Yep. Okay. So where are you getting the authentication code from? From the\n\nChannel 0: From,\n\nChannel 1: app?\n\nChannel 0: yes, from Microsoft Authenticator app.\n\nChannel 1: Mhmm. Okay.\n\nChannel 0: Correct.\n\nChannel 1: And what's coming up when you do it? So when you're entering in your authenticator, is it just saying authenticator not correct?\n\nChannel 0: Yes. It's showing authenticator authentication code is invalid. That's the\n\nChannel 1: Okay.\n\nChannel 0: error message.\n\nChannel 1: Okay. So I'll get you just to close and refresh the tab and then try again.\n\nChannel 0: Okay. Sure. Let me try that again because I've already did. Because our username and password to this portal were saved in our through key. So whenever we log in, we just click the link.\n\nWe don't need to manually enter the username and password. So once we click on it, it went directly to the page where we need to put in the code. So I'm doing it now. Just bear\n\nChannel 1: Okay.\n\nChannel 0: with me here.\n\nChannel 1: So just be aware that there is more than one. If you're sharing this computer or something like that, make sure it is putting in the correct email address.\n\nChannel 0: No. I'm the only one using this.\n\nChannel 1: There's two accounts on here.\n\nChannel 0: Yes. It's under Dominico. Right?\n\nChannel 1: Correct. Yeah. So\n\nChannel 0: Yeah.\n\nChannel 1: that's what I'm saying. If it's order filling, just make sure it is order filling the correct details. It says\n\nChannel 0: Oh,\n\nChannel 1: the\n\nChannel 0: I'm\n\nChannel 1: old\n\nChannel 0: sorry.\n\nChannel 1: data details will won't be able to be used for both accounts. They can only be used for one. Does that make sense?\n\nChannel 0: No. I'm sorry. It's not clear.\n\nChannel 1: So okay. When you're logging in, say you are logging in to the other account, the two factor authenticator, it is created per user. So you would have so because it's created per user,\n\nChannel 0: Mm-mm.\n\nChannel 1: you would have one two factor authenticator assigned to your email address and another two factor authenticator assigned to Dominico's email address. So you need to make sure you're using the correct authenticator code for your email address, which is why I'm\n\nChannel 0: Yes.\n\nChannel 1: saying to ensure you're using your email address\n\nChannel 0: Mhmm.\n\nChannel 1: as well as ensuring that the code is correct.\n\nChannel 0: Yeah. Got it. Thank you for explaining. Yes. I'm I'm sure that I'm using my correct username and password, and then I'm putting the correct code because this is just like a a six digits code.\n\nChannel 1: Mhmm.\n\nChannel 0: So\n\nChannel 1: It\n\nChannel 0: I'm\n\nChannel 1: does\n\nChannel 0: putting\n\nChannel 1: it does run through pretty quickly. So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure. Does that make sense?\n\nChannel 0: Yes. Yes. It makes sense. I do I'm aware of the account, ma'am. And then right now, I've tried once while I'm talking to you.\n\nIt says this account is temporal disabled due to that incorrect code.\n\nChannel 1: Okay. Okay. Let me put you on hold for two to three minutes. I'll see if there's anything I can do on my end. But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor.\n\nChannel 0: Okay. Got it. Thank you.\n\nChannel 1: Yeah.\n\nChannel 0: I'll be on the line.\n\nChannel 1: All good. I'll just be a two to three minute hold. Thank you.\n\nChannel 0: Thank you.\n\nChannel 1: Thank you for your patience.\n\nChannel 0: Thank you.\n\nChannel 1: Okay. So what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done.\n\nChannel 0: Okay. Got it.\n\nChannel 1: Okay.\n\nChannel 0: I'll\n\nChannel 1: No\n\nChannel 0: just\n\nChannel 1: worries.\n\nChannel 0: go ahead and check out the email. Okay? And I\n\nChannel 1: No\n\nChannel 0: appreciate\n\nChannel 1: worries.\n\nChannel 0: your\n\nChannel 1: That one could take twenty four to forty eight hours to get a response, so just keep that in mind.\n\nChannel 0: mhmm.\n\nChannel 1: But it should hopefully get back to you as soon as possible. Okay?\n\nChannel 0: Surely. Thank you. This is No. No. I appreciate your time and help.\n\nChannel 1: No worries. All good. Was there anything else I could do for you today, or would you like a case reference number?\n\nChannel 0: Oh, sorry. You caught up. What is that again?\n\nChannel 1: That's okay. I was just saying, was there anything else I could do for you today, or would you like a case reference number?\n\nChannel 0: Oh, not so far. All good. I'll just\n\nChannel 1: Okay\n\nChannel 0: wait\n\nChannel 1: then.\n\nChannel 0: for\n\nChannel 1: No\n\nChannel 0: the email.\n\nChannel 1: worries. No worries. And you have a lovely rest of your day.\n\nChannel 0: Thank you. You do the same.\n\nChannel 1: Bye bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":0.56,"end":4.58,"sentiment":"neutral","sentiment_score":0.2957848496735096},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":8.4,"end":13.219999,"sentiment":"neutral","sentiment_score":0.08663402812985274},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":33.28,"end":38.260002,"sentiment":"neutral","sentiment_score":0.05994630046188831},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.","start":38.8,"end":45.805,"sentiment":"neutral","sentiment_score":0.05450888661046823},{"text":"To inquire about making changes to your existing merchant facility, press 3.","start":46.425,"end":51.165,"sentiment":"neutral","sentiment_score":0.042053955451895796}],"sentiment":"neutral","sentiment_score":0.09483365308759469,"channel":1,"num_words":56,"start":0.56,"end":51.165},{"sentences":[{"text":"To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4.","start":51.785,"end":59.21,"sentiment":"neutral","sentiment_score":0.03308917004615068},{"text":"For billing inquiries, press 5.","start":59.59,"end":61.93,"sentiment":"neutral","sentiment_score":0.04121386632323265},{"text":"To hear these options again, press 8.","start":62.309998,"end":64.81,"sentiment":"neutral","sentiment_score":0.0550064779818058},{"text":"For assistance for issues using a terminal connected to your point of sale, press 1.","start":65.43,"end":70.57,"sentiment":"neutral","sentiment_score":0.04690311476588249},{"text":"For assistance or issues using all other terminals, press 2.","start":70.994995,"end":75.395,"sentiment":"neutral","sentiment_score":0.02655875589698553}],"sentiment":"neutral","sentiment_score":0.03898302383982299,"channel":1,"num_words":57,"start":51.785,"end":75.395},{"sentences":[{"text":"For assistance or issues using your ecommerce facility, press 3.","start":75.395,"end":79.655,"sentiment":"neutral","sentiment_score":0.025815696455538273},{"text":"To return to the main please have your merchant ID ready.","start":80.115,"end":84.695,"sentiment":"neutral","sentiment_score":0.034949672323736275},{"text":"This can be found at the top of your receipts or on your statement.","start":85.049995,"end":88.99,"sentiment":"neutral","sentiment_score":0.05706625325339181},{"text":"One moment while your call is transferred.","start":90.89,"end":92.909996,"sentiment":"neutral","sentiment_score":0.04032959443117891},{"text":"Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website.","start":95.689995,"end":104.165,"sentiment":"neutral","sentiment_score":0.035577858459543095}],"sentiment":"neutral","sentiment_score":0.03916485863737762,"channel":1,"num_words":64,"start":75.395,"end":104.165},{"sentences":[{"text":"Hey.","start":130.915,"end":131.155,"sentiment":"neutral","sentiment_score":0.11094268411397934},{"text":"I'm double blind payment solutions.","start":131.155,"end":132.595,"sentiment":"neutral","sentiment_score":0.09057739526033401},{"text":"You're speaking with Olivia.","start":132.595,"end":133.635,"sentiment":"neutral","sentiment_score":0.1403820551931858},{"text":"How can I help you today?","start":133.635,"end":135.015,"sentiment":"neutral","sentiment_score":0.22818233569463095}],"sentiment":"neutral","sentiment_score":0.15590324345976114,"channel":1,"num_words":16,"start":130.915,"end":135.015},{"sentences":[{"text":"Hi.","start":135.985,"end":136.38501,"sentiment":"neutral","sentiment_score":-0.03517816960811615},{"text":"This is Melissa from Airtel AU.","start":136.38501,"end":139.52501,"sentiment":"neutral","sentiment_score":-0.04357859895875057},{"text":"I'm not sure if I reached the correct department, but I'm having an issue in using the ANZ word line portal.","start":140.065,"end":147.88,"sentiment":"neutral","sentiment_score":-0.1870013014191673}],"sentiment":"neutral","sentiment_score":-0.15084561047011188,"channel":0,"num_words":28,"start":135.985,"end":147.88},{"sentences":[{"text":"Okay.","start":149.03,"end":149.35,"sentiment":"neutral","sentiment_score":0.04061159119009971},{"text":"Sure.","start":149.35,"end":149.75,"sentiment":"neutral","sentiment_score":0.10784060508012772},{"text":"We can have a look into that for you.","start":149.75,"end":151.77,"sentiment":"neutral","sentiment_score":0.20180690619680616},{"text":"Let's confirm some details, and then we'll go from there.","start":151.925,"end":154.565,"sentiment":"neutral","sentiment_score":0.1278718337416649},{"text":"So I'll get you to confirm your the trading name again.","start":154.565,"end":158.245,"sentiment":"neutral","sentiment_score":0.08226333863355896}],"sentiment":"neutral","sentiment_score":0.1296352942008525,"channel":1,"num_words":32,"start":149.03,"end":158.245},{"sentences":[{"text":"Sorry.","start":158.245,"end":158.745,"sentiment":"neutral","sentiment_score":-0.11041343957185744}],"sentiment":"neutral","sentiment_score":-0.11041343957185744,"channel":1,"num_words":1,"start":158.245,"end":158.745},{"sentences":[{"text":"My name is Melissa.","start":159.85501,"end":161.15501,"sentiment":"neutral","sentiment_score":-0.09203982725739479},{"text":"I'm calling from Airtel AU, Airtel Australia.","start":161.535,"end":165.395,"sentiment":"neutral","sentiment_score":-0.039550693439585824}],"sentiment":"neutral","sentiment_score":-0.05863765119151636,"channel":0,"num_words":11,"start":159.85501,"end":165.395},{"sentences":[{"text":"Okay.","start":166.3,"end":166.62,"sentiment":"neutral","sentiment_score":0.11940181255340576},{"text":"Perfect.","start":166.62,"end":167.09999,"sentiment":"neutral","sentiment_score":0.188070148229599},{"text":"And what was the trading address for this one?","start":167.09999,"end":169.28,"sentiment":"neutral","sentiment_score":0.026404030414091215}],"sentiment":"neutral","sentiment_score":0.04955529404634779,"channel":1,"num_words":11,"start":166.3,"end":169.28},{"sentences":[{"text":"Oh, let me just check the one where oh, I'm sorry.","start":170.815,"end":176.79,"sentiment":"neutral","sentiment_score":-0.04890992814166979},{"text":"What address you're looking for?","start":177.09,"end":179.11,"sentiment":"neutral","sentiment_score":-0.05213530883193016}],"sentiment":"neutral","sentiment_score":-0.04991785960737616,"channel":0,"num_words":16,"start":170.815,"end":179.11},{"sentences":[{"text":"The trading address for the business?","start":179.535,"end":181.395,"sentiment":"neutral","sentiment_score":-0.021750052149097126}],"sentiment":"neutral","sentiment_score":-0.021750052149097126,"channel":1,"num_words":6,"start":179.535,"end":181.395},{"sentences":[{"text":"Okay.","start":182.53,"end":183.03,"sentiment":"neutral","sentiment_score":0.0026850923895835876},{"text":"So it's Suite 217","start":187.13501,"end":189.395,"sentiment":"neutral","sentiment_score":-0.0026486932183615863}],"sentiment":"neutral","sentiment_score":-0.001581936096772552,"channel":0,"num_words":5,"start":182.53,"end":189.395},{"sentences":[{"text":"Mhmm.","start":190.335,"end":190.835,"sentiment":"neutral","sentiment_score":-0.007826471701264381}],"sentiment":"neutral","sentiment_score":-0.007826471701264381,"channel":1,"num_words":1,"start":190.335,"end":190.835},{"sentences":[{"text":"520 Collins Street, Melbourne 3000.","start":191.295,"end":197.155,"sentiment":"neutral","sentiment_score":0.018627895042300224}],"sentiment":"neutral","sentiment_score":0.018627895042300224,"channel":0,"num_words":5,"start":191.295,"end":197.155},{"sentences":[{"text":"Yep.","start":197.31,"end":197.81,"sentiment":"neutral","sentiment_score":0.2501766085624695},{"text":"Perfect.","start":198.03,"end":198.53,"sentiment":"positive","sentiment_score":0.7428405284881592},{"text":"Thank you.","start":198.59,"end":199.15,"sentiment":"positive","sentiment_score":0.7226479649543762},{"text":"And I have a contact number here ending in 547.","start":199.15,"end":203.39,"sentiment":"neutral","sentiment_score":0.16100731417536734},{"text":"Is that correct?","start":203.39,"end":204.21,"sentiment":"neutral","sentiment_score":0.06923790276050568}],"sentiment":"neutral","sentiment_score":0.25035881864673953,"channel":1,"num_words":17,"start":197.31,"end":204.21},{"sentences":[{"text":"547.","start":205.79001,"end":207.33,"sentiment":"neutral","sentiment_score":0.004676440730690956},{"text":"No.","start":215.80501,"end":216.30501,"sentiment":"neutral","sentiment_score":-0.02822287566959858},{"text":"We have ending in 3799.","start":216.52501,"end":219.82501,"sentiment":"neutral","sentiment_score":-0.004513833858072758}],"sentiment":"neutral","sentiment_score":-0.006587943461324487,"channel":0,"num_words":7,"start":205.79001,"end":219.82501},{"sentences":[{"text":"Yep.","start":220.58499,"end":220.905,"sentiment":"neutral","sentiment_score":0.08614300191402435},{"text":"I've got that one as well.","start":220.905,"end":222.345,"sentiment":"neutral","sentiment_score":0.14984502146641412},{"text":"Perfect.","start":222.345,"end":222.845,"sentiment":"positive","sentiment_score":0.4379523396492005}],"sentiment":"neutral","sentiment_score":0.1778956837952137,"channel":1,"num_words":8,"start":220.58499,"end":222.845},{"sentences":[{"text":"Mhmm.","start":222.845,"end":223.345,"sentiment":"neutral","sentiment_score":0.07106491923332214}],"sentiment":"neutral","sentiment_score":0.07106491923332214,"channel":0,"num_words":1,"start":222.845,"end":223.345},{"sentences":[{"text":"Okay.","start":224.67,"end":225.17,"sentiment":"neutral","sentiment_score":0.02576332911849022},{"text":"So you've said that you're trying to log in to the merchant portal?","start":225.31,"end":229.33,"sentiment":"neutral","sentiment_score":-0.010253879814766921}],"sentiment":"neutral","sentiment_score":-0.007681222033819982,"channel":1,"num_words":14,"start":224.67,"end":229.33},{"sentences":[{"text":"Yes.","start":230.51,"end":230.83,"sentiment":"neutral","sentiment_score":-0.02874463796615601},{"text":"So since today, I'm using the ANZ portal, and I am certain that I'm putting the correct authentication code, but it kept saying invalid.","start":230.83,"end":242.545,"sentiment":"neutral","sentiment_score":-0.2091723557872077}],"sentiment":"neutral","sentiment_score":-0.20195524707436563,"channel":0,"num_words":25,"start":230.51,"end":242.545},{"sentences":[{"text":"Okay.","start":243.695,"end":244.195,"sentiment":"neutral","sentiment_score":-0.09475632756948472},{"text":"So, generally speaking let me have a quick look.","start":244.655,"end":249.695,"sentiment":"neutral","sentiment_score":-0.04453876304129759},{"text":"Bear with me.","start":249.695,"end":250.755,"sentiment":"neutral","sentiment_score":-0.011170128360390663},{"text":"K.","start":256.11,"end":256.43,"sentiment":"neutral","sentiment_score":0.013112928718328476},{"text":"Yep.","start":256.43,"end":256.75,"sentiment":"neutral","sentiment_score":0.030647382140159607}],"sentiment":"neutral","sentiment_score":-0.032357017944256466,"channel":1,"num_words":15,"start":243.695,"end":256.75},{"sentences":[{"text":"No.","start":256.75,"end":256.91,"sentiment":"neutral","sentiment_score":-0.10491909831762314},{"text":"I do see your name here.","start":256.91,"end":258.77,"sentiment":"neutral","sentiment_score":-0.03246125051130851},{"text":"So you've been set up as a user.","start":260.83,"end":263.01,"sentiment":"neutral","sentiment_score":0.01644159574061632},{"text":"Is that correct?","start":263.15,"end":263.97,"sentiment":"neutral","sentiment_score":0.008691544954975447}],"sentiment":"neutral","sentiment_score":-0.007893288921978738,"channel":1,"num_words":18,"start":256.75,"end":263.97},{"sentences":[{"text":"Yes.","start":264.72,"end":265.22,"sentiment":"neutral","sentiment_score":0.03006623312830925}],"sentiment":"neutral","sentiment_score":0.03006623312830925,"channel":0,"num_words":1,"start":264.72,"end":265.22},{"sentences":[{"text":"Yep.","start":266.085,"end":266.585,"sentiment":"neutral","sentiment_score":0.02534019574522972},{"text":"Okay.","start":266.845,"end":267.345,"sentiment":"neutral","sentiment_score":0.01224501896649599},{"text":"So where are you getting the authentication code from?","start":267.605,"end":272.025,"sentiment":"neutral","sentiment_score":-0.005591094286905395},{"text":"From the","start":272.245,"end":272.645,"sentiment":"neutral","sentiment_score":-0.010193353053182364}],"sentiment":"neutral","sentiment_score":-0.002547795382829813,"channel":1,"num_words":13,"start":266.085,"end":272.645},{"sentences":[{"text":"From,","start":272.525,"end":273.025,"sentiment":"neutral","sentiment_score":-0.0070552215911448}],"sentiment":"neutral","sentiment_score":-0.0070552215911448,"channel":0,"num_words":1,"start":272.525,"end":273.025},{"sentences":[{"text":"app?","start":272.645,"end":273.145,"sentiment":"neutral","sentiment_score":-0.0023332862183451653}],"sentiment":"neutral","sentiment_score":-0.0023332862183451653,"channel":1,"num_words":1,"start":272.645,"end":273.145},{"sentences":[{"text":"yes, from Microsoft Authenticator app.","start":273.645,"end":276.625,"sentiment":"neutral","sentiment_score":0.0009590896777808666}],"sentiment":"neutral","sentiment_score":0.0009590896777808666,"channel":0,"num_words":5,"start":273.645,"end":276.625},{"sentences":[{"text":"Mhmm.","start":277.285,"end":277.785,"sentiment":"neutral","sentiment_score":-0.002243357710540294},{"text":"Okay.","start":278.565,"end":279.045,"sentiment":"neutral","sentiment_score":0.013742378912866116}],"sentiment":"neutral","sentiment_score":0.0057495106011629105,"channel":1,"num_words":2,"start":277.285,"end":279.045},{"sentences":[{"text":"Correct.","start":278.925,"end":279.425,"sentiment":"neutral","sentiment_score":0.004037125036120415}],"sentiment":"neutral","sentiment_score":0.004037125036120415,"channel":0,"num_words":1,"start":278.925,"end":279.425},{"sentences":[{"text":"And what's coming up when you do it?","start":279.045,"end":281.37,"sentiment":"neutral","sentiment_score":-0.047970720333978534},{"text":"So when you're entering in your authenticator, is it just saying authenticator not correct?","start":281.61,"end":287.31,"sentiment":"neutral","sentiment_score":-0.13126664768372262}],"sentiment":"neutral","sentiment_score":-0.10097721955654296,"channel":1,"num_words":22,"start":279.045,"end":287.31},{"sentences":[{"text":"Yes.","start":288.03,"end":288.34998,"sentiment":"neutral","sentiment_score":-0.1274094134569168},{"text":"It's showing authenticator authentication code is invalid.","start":288.34998,"end":292.44998,"sentiment":"neutral","sentiment_score":-0.30028724883283886},{"text":"That's the","start":293.22998,"end":293.78998,"sentiment":"neutral","sentiment_score":-0.22929859161376953}],"sentiment":"neutral","sentiment_score":-0.2688017338514328,"channel":0,"num_words":10,"start":288.03,"end":293.78998},{"sentences":[{"text":"Okay.","start":293.61,"end":294.11,"sentiment":"neutral","sentiment_score":-0.18157143890857697}],"sentiment":"neutral","sentiment_score":-0.18157143890857697,"channel":1,"num_words":1,"start":293.61,"end":294.11},{"sentences":[{"text":"error message.","start":293.78998,"end":294.61,"sentiment":"neutral","sentiment_score":-0.19772735238075256}],"sentiment":"neutral","sentiment_score":-0.19772735238075256,"channel":0,"num_words":2,"start":293.78998,"end":294.61},{"sentences":[{"text":"Okay.","start":295.53,"end":296.03,"sentiment":"neutral","sentiment_score":-0.06956078857183456},{"text":"So I'll get you just to close and refresh the tab and then try again.","start":297.655,"end":302.955,"sentiment":"neutral","sentiment_score":-0.04525487447778384}],"sentiment":"neutral","sentiment_score":-0.04677399410866201,"channel":1,"num_words":16,"start":295.53,"end":302.955},{"sentences":[{"text":"Okay.","start":304.995,"end":305.495,"sentiment":"neutral","sentiment_score":0.0629715770483017},{"text":"Sure.","start":305.555,"end":306.055,"sentiment":"neutral","sentiment_score":0.10072506964206696},{"text":"Let me try that again because I've already did.","start":306.355,"end":309.73502,"sentiment":"neutral","sentiment_score":0.0826284641193019},{"text":"Because our username and password to this portal were saved in our through key.","start":311.61,"end":318.99,"sentiment":"neutral","sentiment_score":0.06642670929431915},{"text":"So whenever we log in, we just click the 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what I'm saying.","start":359.905,"end":360.625,"sentiment":"neutral","sentiment_score":0.03081162739545107},{"text":"If it's order filling, just make sure it is order filling the correct details.","start":360.625,"end":364.805,"sentiment":"neutral","sentiment_score":-0.0007542335162205356},{"text":"It 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details will won't be able to be used for both accounts.","start":369.68002,"end":376.08002,"sentiment":"neutral","sentiment_score":-0.1565896930793921},{"text":"They can only be used for one.","start":376.08002,"end":377.78,"sentiment":"neutral","sentiment_score":-0.06960818118282727},{"text":"Does that make sense?","start":382.04498,"end":383.185,"sentiment":"neutral","sentiment_score":-0.014085129834711552}],"sentiment":"neutral","sentiment_score":-0.10533365672049315,"channel":1,"num_words":23,"start":369.68002,"end":383.185},{"sentences":[{"text":"No.","start":384.285,"end":384.60498,"sentiment":"neutral","sentiment_score":-0.2178954780101776},{"text":"I'm sorry.","start":384.60498,"end":385.32498,"sentiment":"neutral","sentiment_score":-0.22003044188022614},{"text":"It's not 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one could take twenty four to forty eight hours to get a response, so just keep that in mind.","start":805.63,"end":810.85004,"sentiment":"neutral","sentiment_score":-0.09529937729239464}],"sentiment":"neutral","sentiment_score":-0.09529937729239464,"channel":1,"num_words":20,"start":805.63,"end":810.85004},{"sentences":[{"text":"mhmm.","start":811.21497,"end":811.71497,"sentiment":"neutral","sentiment_score":0.01551472395658493}],"sentiment":"neutral","sentiment_score":0.01551472395658493,"channel":0,"num_words":1,"start":811.21497,"end":811.71497},{"sentences":[{"text":"But it should hopefully get back to you as soon as possible.","start":811.63,"end":814.61005,"sentiment":"neutral","sentiment_score":0.05754964736600717},{"text":"Okay?","start":814.67004,"end":815.17004,"sentiment":"neutral","sentiment_score":0.033678628504276276}],"sentiment":"neutral","sentiment_score":0.05571341514587402,"channel":1,"num_words":13,"start":811.63,"end":815.17004},{"sentences":[{"text":"Surely.","start":815.69,"end":816.19,"sentiment":"neutral","sentiment_score":0.05869003385305405},{"text":"Thank you.","start":816.25,"end":816.65,"sentiment":"neutral","sentiment_score":0.1354607567191124},{"text":"This is No.","start":816.65,"end":817.29004,"sentiment":"neutral","sentiment_score":-0.07503143077095349},{"text":"No.","start":817.29004,"end":817.45,"sentiment":"neutral","sentiment_score":-0.15076154470443726},{"text":"I appreciate your time and help.","start":817.45,"end":819.55005,"sentiment":"neutral","sentiment_score":0.030147804568211242}],"sentiment":"neutral","sentiment_score":0.010357118283326812,"channel":0,"num_words":13,"start":815.69,"end":819.55005},{"sentences":[{"text":"No worries.","start":819.325,"end":820.045,"sentiment":"neutral","sentiment_score":0.04904446750879288},{"text":"All good.","start":820.045,"end":820.365,"sentiment":"neutral","sentiment_score":0.16311589628458023},{"text":"Was there anything else I could do for you today, or would you like a case reference number?","start":820.365,"end":823.58496,"sentiment":"neutral","sentiment_score":0.05721426589621438}],"sentiment":"neutral","sentiment_score":0.06609897789630023,"channel":1,"num_words":22,"start":819.325,"end":823.58496},{"sentences":[{"text":"Oh, sorry.","start":826.73004,"end":827.45,"sentiment":"neutral","sentiment_score":-0.014264507219195366},{"text":"You caught up.","start":827.45,"end":828.01,"sentiment":"neutral","sentiment_score":-0.02473423381646474},{"text":"What is that again?","start":828.01,"end":829.07,"sentiment":"neutral","sentiment_score":-0.01683791261166334}],"sentiment":"neutral","sentiment_score":-0.01889815181493759,"channel":0,"num_words":9,"start":826.73004,"end":829.07},{"sentences":[{"text":"That's okay.","start":829.64496,"end":830.125,"sentiment":"neutral","sentiment_score":0.0791358444839716},{"text":"I was just saying, was there anything else I could do for you today, or would you like a case reference number?","start":830.125,"end":835.27997,"sentiment":"neutral","sentiment_score":0.05574452953243798}],"sentiment":"neutral","sentiment_score":0.05769380577839911,"channel":1,"num_words":24,"start":829.64496,"end":835.27997},{"sentences":[{"text":"Oh, not so far.","start":836.58496,"end":837.865,"sentiment":"neutral","sentiment_score":0.03364888112992048},{"text":"All good.","start":837.865,"end":838.685,"sentiment":"neutral","sentiment_score":0.18254655599594116},{"text":"I'll just","start":838.825,"end":839.225,"sentiment":"neutral","sentiment_score":0.09272483736276627}],"sentiment":"neutral","sentiment_score":0.0856422889046371,"channel":0,"num_words":8,"start":836.58496,"end":839.225},{"sentences":[{"text":"Okay","start":839.1,"end":839.33997,"sentiment":"neutral","sentiment_score":0.055672358721494675}],"sentiment":"neutral","sentiment_score":0.055672358721494675,"channel":1,"num_words":1,"start":839.1,"end":839.33997},{"sentences":[{"text":"wait","start":839.225,"end":839.46497,"sentiment":"neutral","sentiment_score":0.054083794355392456}],"sentiment":"neutral","sentiment_score":0.054083794355392456,"channel":0,"num_words":1,"start":839.225,"end":839.46497},{"sentences":[{"text":"then.","start":839.33997,"end":839.66,"sentiment":"neutral","sentiment_score":0.04343092814087868}],"sentiment":"neutral","sentiment_score":0.04343092814087868,"channel":1,"num_words":1,"start":839.33997,"end":839.66},{"sentences":[{"text":"for","start":839.46497,"end":839.70496,"sentiment":"neutral","sentiment_score":-0.0028267763555049896}],"sentiment":"neutral","sentiment_score":-0.0028267763555049896,"channel":0,"num_words":1,"start":839.46497,"end":839.70496},{"sentences":[{"text":"No","start":839.66,"end":839.89996,"sentiment":"neutral","sentiment_score":0.0044311173260211945}],"sentiment":"neutral","sentiment_score":0.0044311173260211945,"channel":1,"num_words":1,"start":839.66,"end":839.89996},{"sentences":[{"text":"the email.","start":839.70496,"end":840.365,"sentiment":"neutral","sentiment_score":-0.010291121900081635}],"sentiment":"neutral","sentiment_score":-0.010291121900081635,"channel":0,"num_words":2,"start":839.70496,"end":840.365},{"sentences":[{"text":"worries.","start":839.89996,"end":840.39996,"sentiment":"neutral","sentiment_score":0.01942237839102745},{"text":"No worries.","start":840.94,"end":841.42,"sentiment":"neutral","sentiment_score":0.025648823473602533},{"text":"And you have a lovely rest of your day.","start":841.42,"end":843.19995,"sentiment":"positive","sentiment_score":0.8433554172515869}],"sentiment":"positive","sentiment_score":0.6384098983835429,"channel":1,"num_words":12,"start":839.89996,"end":843.19995},{"sentences":[{"text":"Thank you.","start":843.70496,"end":844.425,"sentiment":"positive","sentiment_score":0.8718424737453461},{"text":"You do the same.","start":844.425,"end":845.40497,"sentiment":"positive","sentiment_score":0.7209289073944092}],"sentiment":"positive","sentiment_score":0.7712334295113882,"channel":0,"num_words":6,"start":843.70496,"end":845.40497},{"sentences":[{"text":"Bye bye.","start":846.2509,"end":846.99097,"sentiment":"neutral","sentiment_score":0.09020194783806801}],"sentiment":"neutral","sentiment_score":0.09020194783806801,"channel":1,"num_words":2,"start":846.2509,"end":846.99097}]},"summary":{"result":"success","short":"The customer calls ANZ Worldline Payment Solutions merchant services to ask for help with using the ANZ word line portal. The representative confirms details and helps the customer reset their two-factor authenticator and email address. The representative also advises the customer to check their email for a response and provides a case reference number."},"intents":{"segments":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key.","start_word":1,"end_word":21,"intents":[{"intent":"Inquire about merchant services","confidence_score":0.002981388}]},{"text":"This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website. Hey.","start_word":134,"end_word":177,"intents":[{"intent":"Set up additional site","confidence_score":0.0031921517}]},{"text":"Hey.","start_word":177,"end_word":177,"intents":[{"intent":"Assist with terminal connections","confidence_score":0.012987033}]},{"text":"Hi.","start_word":193,"end_word":193,"intents":[{"intent":"Inquire about new merchant facility","confidence_score":0.691913}]},{"text":"We can have a look into that for you. Let's confirm some details, and then we'll go from there. So I'll get you to confirm your the trading name again. Sorry.","start_word":223,"end_word":253,"intents":[{"intent":"Check for transactions and settlements","confidence_score":0.00010932507}]},{"text":"And what was the trading address for this one?","start_word":267,"end_word":275,"intents":[{"intent":"Obtain trading address","confidence_score":0.0032811323}]},{"text":"So you've said that you're trying to log in to the merchant portal? Yes.","start_word":343,"end_word":356,"intents":[{"intent":"Log into merchant portal","confidence_score":0.0014402905}]},{"text":"So It I'm does putting it does run through pretty quickly. So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure.","start_word":802,"end_word":855,"intents":[{"intent":"Prevent error","confidence_score":0.00031395536}]},{"text":"Let me put you on hold for two to three minutes. I'll see if there's anything I can do on my end. But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor. Okay.","start_word":899,"end_word":943,"intents":[{"intent":"Unlock account","confidence_score":0.12442266}]},{"text":"So what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done. Okay.","start_word":977,"end_word":1007,"intents":[{"intent":"Reset two factor authenticator","confidence_score":0.5300593}]},{"text":"But it should hopefully get back to you as soon as possible. Okay? Surely.","start_word":1050,"end_word":1063,"intents":[{"intent":"Request response","confidence_score":0.01762469}]},{"text":"No. I appreciate your time and help. No worries. All good. Was there anything else I could do for you today, or would you like a case reference number? Oh, sorry.","start_word":1069,"end_word":1099,"intents":[{"intent":"Offer assistance","confidence_score":0.025510468}]},{"text":"Bye bye.","start_word":1164,"end_word":1165,"intents":[{"intent":"Mayhem","confidence_score":0.000010201153}]}]},"sentiments":{"segments":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance or issues using all other terminals, press 2. For assistance or issues using your ecommerce facility, press 3. To return to the main please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldline payment solutions privacy policy, which is available at our website. Hey. I'm double blind payment solutions. You're speaking with Olivia. How can I help you today? Hi. This is Melissa from Airtel AU. I'm not sure if I reached the correct department, but I'm having an issue in using the ANZ word line portal. Okay. Sure. We can have a look into that for you. Let's confirm some details, and then we'll go from there. So I'll get you to confirm your the trading name again. Sorry. My name is Melissa. I'm calling from Airtel AU, Airtel Australia. Okay. Perfect. And what was the trading address for this one? Oh, let me just check the one where oh, I'm sorry. What address you're looking for? The trading address for the business? Okay. So it's Suite 217 Mhmm. 520 Collins Street, Melbourne 3000. Yep.","start_word":0,"end_word":309,"sentiment":"neutral","sentiment_score":0.03584199355494592},{"text":"Perfect. Thank you.","start_word":310,"end_word":312,"sentiment":"positive","sentiment_score":0.72188800573349},{"text":"And I have a contact number here ending in 547. Is that correct? 547. No. We have ending in 3799. Yep. I've got that one as well.","start_word":313,"end_word":339,"sentiment":"neutral","sentiment_score":0.09231224656105042},{"text":"Perfect.","start_word":340,"end_word":340,"sentiment":"positive","sentiment_score":0.4379523396492005},{"text":"Mhmm. Okay. So you've said that you're trying to log in to the merchant portal? Yes. So since today, I'm using the ANZ portal, and I am certain that I'm putting the correct authentication code, but it kept saying invalid. Okay. So, generally speaking let me have a quick look. Bear with me. K. Yep. No. I do see your name here. So you've been set up as a user. Is that correct? Yes. Yep. Okay. So where are you getting the authentication code from? From the From, app? yes, from Microsoft Authenticator app. Mhmm. Okay. Correct. And what's coming up when you do it? So when you're entering in your authenticator, is it just saying authenticator not correct? Yes. It's showing authenticator authentication code is invalid. That's the Okay. error message. Okay. So I'll get you just to close and refresh the tab and then try again. Okay. Sure. Let me try that again because I've already did. Because our username and password to this portal were saved in our through key. So whenever we log in, we just click the link. We don't need to manually enter the username and password. So once we click on it, it went directly to the page where we need to put in the code. So I'm doing it now. Just bear Okay. with me here. So just be aware that there is more than one. If you're sharing this computer or something like that, make sure it is putting in the correct email address. No. I'm the only one using this. There's two accounts on here. Yes. It's under Dominico. Right? Correct. Yeah. So Yeah. that's what I'm saying. If it's order filling, just make sure it is order filling the correct details. It says Oh, the I'm old sorry. data details will won't be able to be used for both accounts. They can only be used for one. Does that make sense? No. I'm sorry. It's not clear. So okay. When you're logging in, say you are logging in to the other account, the two factor authenticator, it is created per user. So you would have so because it's created per user, Mm-mm. you would have one two factor authenticator assigned to your email address and another two factor authenticator assigned to Dominico's email address. So you need to make sure you're using the correct authenticator code for your email address, which is why I'm Yes. saying to ensure you're using your email address Mhmm. as well as ensuring that the code is correct. Yeah. Got it.","start_word":341,"end_word":767,"sentiment":"neutral","sentiment_score":-0.033584780140454934},{"text":"Thank you for explaining.","start_word":768,"end_word":771,"sentiment":"positive","sentiment_score":0.587194561958313},{"text":"Yes. I'm I'm sure that I'm using my correct username and password, and then I'm putting the correct code because this is just like a a six digits code. Mhmm. So It I'm does putting it does run through pretty quickly. So even if you just make sure you're not pressing enter after it's changed over, so make sure when it starts the little countdown that it does, Make sure you're putting it in at the beginning of that countdown just to make sure. Does that make sense? Yes. Yes. It makes sense. I do I'm aware of the account, ma'am. And then right now, I've tried once while I'm talking to you. It says this account is temporal disabled due to that incorrect code. Okay. Okay. Let me put you on hold for two to three minutes. I'll see if there's anything I can do on my end. But, unfortunately, I think to get this unlocked and or get it reset, I'm probably gonna have to speak to the proprietor. Okay. Got it. Thank you. Yeah. I'll be on the line.","start_word":772,"end_word":953,"sentiment":"neutral","sentiment_score":0.028408853480449088},{"text":"All good.","start_word":954,"end_word":955,"sentiment":"positive","sentiment_score":0.37012338638305664},{"text":"I'll just be a two to three minute hold.","start_word":956,"end_word":964,"sentiment":"neutral","sentiment_score":0.20080578327178955},{"text":"Thank you. Thank you. Thank you for your patience. Thank you.","start_word":965,"end_word":975,"sentiment":"positive","sentiment_score":0.3914744555950165},{"text":"Okay. So what I'll do is I'll send this off to another team and ask them to just reset your two factor authenticator and to email you once that's been done. Okay. Got it. Okay. I'll No just worries. go ahead and check out the email. Okay? And I No appreciate worries. your That one could take twenty four to forty eight hours to get a response, so just keep that in mind. mhmm. But it should hopefully get back to you as soon as possible. Okay? Surely. Thank you. This is No. No. I appreciate your time and help. No worries. All good. Was there anything else I could do for you today, or would you like a case reference number? Oh, sorry. You caught up. What is that again? That's okay. I was just saying, was there anything else I could do for you today, or would you like a case reference number? Oh, not so far. All good. I'll just Okay wait then. for No the email. worries. No worries.","start_word":976,"end_word":1148,"sentiment":"neutral","sentiment_score":0.025301238521933556},{"text":"And you have a lovely rest of your day. Thank you. You do the same.","start_word":1149,"end_word":1163,"sentiment":"positive","sentiment_score":0.8113692402839661},{"text":"Bye bye.","start_word":1164,"end_word":1165,"sentiment":"neutral","sentiment_score":0.2953956723213196}],"average":{"sentiment":"neutral","sentiment_score":0.028098377526975145}}}}