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What is your full name and your date of birth? Okay. Thank you. So your birthday is 06/19/1990. Okay. Please stay on the line for a minute or two. Let me just review your account here, mister Lovemuth. Okay? Thank you. Thank you so much for patiently waiting on the line, mister LeMuth. So, yeah, I tried to review your account here to get an answer with your concern. I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically. And I've also checked the payment that was processed from your card ends in one moment here. Visa card ends in 0968. And you're saying you don't want to have it via direct debit? Yeah. I've I understand that, mister Levmitz. I would like I understand where you're coming from. But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work together to resolve this. Okay? Mister Ledmas, it was removed. Okay? I'm telling you this right now. It was removed yeah. That's the reason why I'm trying to explain to you. When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform. And I understand that you requested to remove this. I'm showing on here that it was requested and removed. However, since that's a new one, and we no longer have any power to remove that. So I would suggest, AzureBank to block Airtel. I'm sorry? We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or a block Airtel, something like 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Good morning. This is Airtel accounts. How may I help you today? Hi.\n\nNice to have you on the line. Oh, let me just go ahead and pull out your account here. Just bear with me. What is your full name and your date of birth? Okay.\n\nThank you. So your birthday is 06/19/1990. Okay. Please stay on the line for a minute or two. Let me just review your account here, mister Lovemuth.\n\nOkay? Thank you. Thank you so much for patiently waiting on the line, mister LeMuth. So, yeah, I tried to review your account here to get an answer with your concern. I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically.\n\nAnd I've also checked the payment that was processed from your card ends in one moment here. Visa card ends in 0968. And you're saying you don't want to have it via direct debit? Yeah. I've I understand that, mister Levmitz.\n\nI would like I understand where you're coming from. But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work together to resolve this. Okay? Mister Ledmas, it was removed. Okay?\n\nI'm telling you this right now. It was removed yeah. That's the reason why I'm trying to explain to you. When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform. And I understand that you requested to remove this.\n\nI'm showing on here that it was requested and removed. However, since that's a new one, and we no longer have any power to remove that. So I would suggest, AzureBank to block Airtel. I'm sorry? We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or a block Airtel, something like that.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.4399999,"end":1.68,"sentiment":"neutral","sentiment_score":0.19344966113567352},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"positive","sentiment_score":0.3629480302333832},{"text":"This is Airtel accounts.","start":2.32,"end":3.76,"sentiment":"neutral","sentiment_score":0.296272337436676},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"neutral","sentiment_score":0.32412194708983105},{"text":"Hi.","start":9.599999,"end":9.84,"sentiment":"neutral","sentiment_score":0.11459385603666306}],"sentiment":"neutral","sentiment_score":0.29741147213748526,"num_words":14,"start":1.4399999,"end":9.84},{"sentences":[{"text":"Nice to have you on the line.","start":9.84,"end":11.38,"sentiment":"positive","sentiment_score":0.4994226523808071},{"text":"Oh, let me just go ahead and pull out your account here.","start":36.33,"end":39.47,"sentiment":"neutral","sentiment_score":0.004663065541535616},{"text":"Just bear with me.","start":39.53,"end":40.725,"sentiment":"neutral","sentiment_score":0.0145284712780267},{"text":"What is your full name and your date of birth?","start":40.885,"end":44.664997,"sentiment":"neutral","sentiment_score":0.013561837002635002},{"text":"Okay.","start":51.844997,"end":52.344997,"sentiment":"neutral","sentiment_score":0.0513799786567688}],"sentiment":"neutral","sentiment_score":0.11167728196939125,"num_words":34,"start":9.84,"end":52.344997},{"sentences":[{"text":"Thank you.","start":52.484997,"end":53.125,"sentiment":"neutral","sentiment_score":0.14185577258467674},{"text":"So your birthday is 06/19/1990.","start":53.125,"end":58.27,"sentiment":"neutral","sentiment_score":0.04388933666050434},{"text":"Okay.","start":60.49,"end":60.99,"sentiment":"neutral","sentiment_score":0.059307314455509186},{"text":"Please stay on the line for a minute or two.","start":61.850002,"end":64.01,"sentiment":"neutral","sentiment_score":0.08109046667814254},{"text":"Let me just review your account here, mister Lovemuth.","start":64.01,"end":67.07,"sentiment":"neutral","sentiment_score":0.09044708559910457}],"sentiment":"neutral","sentiment_score":0.08101459185558336,"num_words":27,"start":52.484997,"end":67.07},{"sentences":[{"text":"Okay?","start":67.130005,"end":67.630005,"sentiment":"neutral","sentiment_score":0.06095592677593231},{"text":"Thank you.","start":68.57,"end":69.39,"sentiment":"neutral","sentiment_score":0.32736800611019135},{"text":"Thank you so much for patiently waiting on the line, mister LeMuth.","start":495.03,"end":498.33002,"sentiment":"positive","sentiment_score":0.5286337758104006},{"text":"So, yeah, I tried to review your account here to get an answer with your concern.","start":500.07498,"end":505.695,"sentiment":"neutral","sentiment_score":0.03494610916823149},{"text":"I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically.","start":506.315,"end":522.24,"sentiment":"neutral","sentiment_score":-0.08866508610339628}],"sentiment":"neutral","sentiment_score":0.0660670432192621,"num_words":67,"start":67.130005,"end":522.24},{"sentences":[{"text":"And I've also checked the payment that was processed from your card ends in one moment here.","start":523.58,"end":531.575,"sentiment":"neutral","sentiment_score":-0.07809039709322593},{"text":"Visa card ends in 0968.","start":532.675,"end":535.41504,"sentiment":"neutral","sentiment_score":-0.07295796871185303},{"text":"And you're saying you don't want to have it via direct debit?","start":536.755,"end":540.29504,"sentiment":"neutral","sentiment_score":-0.18475637088219324},{"text":"Yeah.","start":558.615,"end":558.935,"sentiment":"negative","sentiment_score":-0.33965474367141724},{"text":"I've I understand that, mister Levmitz.","start":558.935,"end":573.82,"sentiment":"negative","sentiment_score":-0.4144945094982783}],"sentiment":"neutral","sentiment_score":-0.1642932889119881,"num_words":41,"start":523.58,"end":573.82},{"sentences":[{"text":"I would like I understand where you're coming from.","start":581.56,"end":586.625,"sentiment":"neutral","sentiment_score":-0.1757846689886517},{"text":"But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work together to resolve this.","start":586.625,"end":593.025,"sentiment":"neutral","sentiment_score":-0.04510551939407984},{"text":"Okay?","start":593.025,"end":593.525,"sentiment":"neutral","sentiment_score":-0.1422766000032425},{"text":"Mister Ledmas, it was removed.","start":602.38,"end":604.56,"sentiment":"neutral","sentiment_score":-0.19331119507551192},{"text":"Okay?","start":604.7,"end":605.10004,"sentiment":"neutral","sentiment_score":-0.09119340777397156}],"sentiment":"neutral","sentiment_score":-0.09661551173776388,"num_words":40,"start":581.56,"end":605.10004},{"sentences":[{"text":"I'm telling you this right now.","start":605.10004,"end":606.96,"sentiment":"neutral","sentiment_score":-0.07997121165196101},{"text":"It was removed yeah.","start":607.26,"end":612.38,"sentiment":"neutral","sentiment_score":-0.12150784768164158},{"text":"That's the reason why I'm trying to explain to you.","start":612.38,"end":615.195,"sentiment":"neutral","sentiment_score":-0.06117370687425137},{"text":"When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform.","start":615.515,"end":626.895,"sentiment":"neutral","sentiment_score":-0.025499486890823944},{"text":"And I understand that you requested to remove this.","start":627.37,"end":630.49005,"sentiment":"neutral","sentiment_score":-0.11074979023800956}],"sentiment":"neutral","sentiment_score":-0.06078523153869005,"num_words":52,"start":605.10004,"end":630.49005},{"sentences":[{"text":"I'm showing on here that it was requested and removed.","start":630.49005,"end":634.35004,"sentiment":"neutral","sentiment_score":-0.07526131048798561},{"text":"However, since that's a new one, and we no longer have any power to remove that.","start":634.49005,"end":640.215,"sentiment":"neutral","sentiment_score":-0.2097714440897107},{"text":"So I would suggest, AzureBank to block Airtel.","start":640.215,"end":643.67505,"sentiment":"neutral","sentiment_score":-0.06252039142418653},{"text":"I'm sorry?","start":649.97504,"end":650.79504,"sentiment":"neutral","sentiment_score":-0.18707609921693802},{"text":"We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or a block Airtel, something like that.","start":662.11,"end":680.475,"sentiment":"neutral","sentiment_score":-0.11094462312757969}],"sentiment":"neutral","sentiment_score":-0.12272158869364787,"num_words":84,"start":630.49005,"end":680.475}]}}]},{"alternatives":[{"transcript":"Hi. My name is. I've got an I've got an account with you guys with for my Airtel Wi Fi for over the year now. I have big concerns regarding the payments being made by the Airtel without my consent. I have raised this issue, like, two, three times in the past as well, but still these things have been happening. Can I know what's the reason for that? Sure. It's nineteen zero six nineteen ninety. That's correct. Sure. Sure. Yes. Yes. Yes. You know what the problem is? I have said this multiple times in the past, and I have heard from the Airtel customer service saying that we have deleted your car. We have deleted your card. No more automatic payments will be done, but still the payments have been making automatically. I'm I'm I'm just pissed off. I want the confirmation now from the Airtel to delete, and I need an email saying that no more automatic transactions would be made for the payments. I will make the transactions. Airtel Airtel cannot do that. And I've been saying this politely and very humbly from last two, three times. But again and again, these things have been making again and again. No. I just please I I don't want to I don't want to listen anything. I just want to hear one thing from you that we are deleting my bank details from the account, and I need that confirmation. When? When? No. No. No. When if if if it was removed, how did you guys are making the payment? Alright. So can you just cancel my connection? I don't wanna use the Airtel Wi Fi anymore. Just cancel it. If you guys don't have the authority if you guys don't have the authority to remove my bank card details in your system, just cancel my Apple Wi Fi account. I don't wanna use you guys anymore. Oh, so so so now so I have to change my card for this stupid Airtel can't do the system thing? You know what? Cancel my cancel my Airtel Wi Fi. I'll cancel it from my end. Alright. Thank you. 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payment?","start":607.72504,"end":612.145,"sentiment":"neutral","sentiment_score":-0.16241332689921062},{"text":"Alright.","start":641.37,"end":641.85,"sentiment":"neutral","sentiment_score":-0.008490721695125103},{"text":"So can you just cancel my connection?","start":641.85,"end":643.71,"sentiment":"neutral","sentiment_score":-0.08787836081215314}],"sentiment":"neutral","sentiment_score":-0.13861348297446965,"num_words":25,"start":607.405,"end":643.71},{"sentences":[{"text":"I don't wanna use the Airtel Wi Fi anymore.","start":643.77,"end":646.49,"sentiment":"neutral","sentiment_score":-0.20446706811587015},{"text":"Just cancel it.","start":646.49,"end":647.63,"sentiment":"neutral","sentiment_score":-0.21571436524391174},{"text":"If you guys don't have the authority if you guys don't have the authority to remove my bank card details in your system, just cancel my Apple Wi Fi account.","start":649.52997,"end":659.765,"sentiment":"neutral","sentiment_score":-0.19133005986611049},{"text":"I don't wanna use you guys anymore.","start":660.065,"end":661.84503,"sentiment":"neutral","sentiment_score":-0.3185124716588429},{"text":"Oh, so so so now so I have to change my card for this stupid Airtel can't do the system thing?","start":677.77997,"end":685.415,"sentiment":"neutral","sentiment_score":-0.3093241772481373}],"sentiment":"neutral","sentiment_score":-0.24218062183686664,"num_words":70,"start":643.77,"end":685.415},{"sentences":[{"text":"You know what?","start":685.415,"end":685.895,"sentiment":"neutral","sentiment_score":-0.16634838779767355},{"text":"Cancel my cancel my Airtel Wi Fi.","start":685.895,"end":688.455,"sentiment":"neutral","sentiment_score":-0.27090497740677427},{"text":"I'll cancel it from my end.","start":688.455,"end":689.815,"sentiment":"neutral","sentiment_score":-0.29506591459115344},{"text":"Alright.","start":689.815,"end":690.215,"sentiment":"neutral","sentiment_score":0.12575426697731018},{"text":"Thank you.","start":690.215,"end":690.955,"sentiment":"neutral","sentiment_score":0.2214875929057598}],"sentiment":"neutral","sentiment_score":-0.18931821263150164,"num_words":19,"start":685.415,"end":690.955},{"sentences":[{"text":"Ship services.","start":691.735,"end":692.635,"sentiment":"neutral","sentiment_score":-0.008981674909591675}],"sentiment":"neutral","sentiment_score":-0.008981674909591675,"num_words":2,"start":691.735,"end":692.635}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. My name is. I've\n\nChannel 0: Hi.\n\nChannel 1: got\n\nChannel 0: Nice\n\nChannel 1: an\n\nChannel 0: to have you on the line.\n\nChannel 1: I've got an account with you guys with for my Airtel Wi Fi for over the year now. I have big concerns regarding the payments being made by the Airtel without my consent. I have raised this issue, like, two, three times in the past as well, but still these things have been happening. Can I know what's the reason for that?\n\nChannel 0: Oh, let me just go ahead and pull out your account here. Just bear with\n\nChannel 1: Sure.\n\nChannel 0: me. What is your full name and your date of birth?\n\nChannel 1: It's nineteen zero six nineteen ninety.\n\nChannel 0: Okay. Thank you. So your birthday is 06/19/1990.\n\nChannel 1: That's correct.\n\nChannel 0: Okay. Please stay on the line for a minute or two. Let me just review your account here, mister Lovemuth. Okay?\n\nChannel 1: Sure. Sure.\n\nChannel 0: Thank you. Thank you so much for patiently waiting on the line, mister LeMuth.\n\nChannel 1: Yes.\n\nChannel 0: So, yeah, I tried to review your account here to get an answer with your concern. I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically. And I've also checked the payment that was processed from your card ends in one moment here. Visa card ends in 0968. And you're saying you don't want to have it via direct debit?\n\nChannel 1: Yes. Yes. You know what the problem is? I have said this multiple times in the past, and I have heard from the Airtel customer service saying that we have deleted your car. We have deleted your card.\n\nNo more automatic payments will be done, but still the payments have been making automatically. I'm\n\nChannel 0: Yeah.\n\nChannel 1: I'm\n\nChannel 0: I've\n\nChannel 1: I'm just pissed off. I want the confirmation now from the Airtel to delete, and I need an email saying that no more automatic transactions would be made for the payments. I will make the transactions.\n\nChannel 0: I understand that,\n\nChannel 1: Airtel\n\nChannel 0: mister Levmitz.\n\nChannel 1: Airtel cannot do that. And I've been saying this politely and very humbly from last two, three times. But again\n\nChannel 0: I would\n\nChannel 1: and again,\n\nChannel 0: like\n\nChannel 1: these things have been making again and again.\n\nChannel 0: I understand where you're coming from. But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work together\n\nChannel 1: No.\n\nChannel 0: to\n\nChannel 1: I\n\nChannel 0: resolve\n\nChannel 1: just please\n\nChannel 0: this. Okay?\n\nChannel 1: I I don't want to I don't want to listen anything. I just want to hear one thing from you that we are deleting my bank details from the account, and I need\n\nChannel 0: Mister\n\nChannel 1: that\n\nChannel 0: Ledmas,\n\nChannel 1: confirmation.\n\nChannel 0: it was removed. Okay? I'm telling\n\nChannel 1: When?\n\nChannel 0: you this right now.\n\nChannel 1: When? No.\n\nChannel 0: It\n\nChannel 1: No.\n\nChannel 0: was\n\nChannel 1: No. When\n\nChannel 0: removed\n\nChannel 1: if if if it was removed, how did you guys are making the payment?\n\nChannel 0: yeah. That's the reason why I'm trying to explain to you. When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform. And I understand that you requested to remove this. I'm showing on here that it was requested and removed.\n\nHowever, since that's a new one, and we no longer have any power to remove that. So I would suggest,\n\nChannel 1: Alright.\n\nChannel 0: AzureBank\n\nChannel 1: So can you just\n\nChannel 0: to\n\nChannel 1: cancel\n\nChannel 0: block\n\nChannel 1: my\n\nChannel 0: Airtel.\n\nChannel 1: connection? I don't wanna use the Airtel Wi Fi anymore. Just cancel it. If you guys\n\nChannel 0: I'm\n\nChannel 1: don't\n\nChannel 0: sorry?\n\nChannel 1: have the authority if you guys don't have the authority to remove my bank card details in your system, just cancel my Apple Wi Fi account. I don't wanna use you guys anymore.\n\nChannel 0: We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or\n\nChannel 1: Oh,\n\nChannel 0: a block\n\nChannel 1: so\n\nChannel 0: Airtel,\n\nChannel 1: so\n\nChannel 0: something\n\nChannel 1: so\n\nChannel 0: like\n\nChannel 1: now\n\nChannel 0: that.\n\nChannel 1: so I have to change my card for this stupid Airtel can't do the system thing? You know what? Cancel my cancel my Airtel Wi Fi. I'll cancel it from my end. Alright.\n\nThank you. Ship services.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.4399999,"end":1.68,"sentiment":"neutral","sentiment_score":0.19344966113567352},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"positive","sentiment_score":0.3629480302333832},{"text":"This is Airtel accounts.","start":2.32,"end":3.76,"sentiment":"neutral","sentiment_score":0.296272337436676},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"neutral","sentiment_score":0.32412194708983105}],"sentiment":"neutral","sentiment_score":0.31147436568370235,"channel":0,"num_words":13,"start":1.4399999,"end":5.06},{"sentences":[{"text":"Hi.","start":5.7599998,"end":6.0,"sentiment":"neutral","sentiment_score":0.03919272869825363},{"text":"My name is.","start":6.0,"end":6.98,"sentiment":"neutral","sentiment_score":0.0303432351599137},{"text":"I've","start":9.5199995,"end":9.76,"sentiment":"neutral","sentiment_score":0.027058031409978867}],"sentiment":"neutral","sentiment_score":0.031456093117594716,"channel":1,"num_words":5,"start":5.7599998,"end":9.76},{"sentences":[{"text":"Hi.","start":9.599999,"end":9.84,"sentiment":"neutral","sentiment_score":0.11459385603666306}],"sentiment":"neutral","sentiment_score":0.11459385603666306,"channel":0,"num_words":1,"start":9.599999,"end":9.84},{"sentences":[{"text":"got","start":9.76,"end":10.0,"sentiment":"neutral","sentiment_score":0.230707123875618}],"sentiment":"neutral","sentiment_score":0.230707123875618,"channel":1,"num_words":1,"start":9.76,"end":10.0},{"sentences":[{"text":"Nice","start":9.84,"end":10.16,"sentiment":"positive","sentiment_score":0.534085750579834}],"sentiment":"positive","sentiment_score":0.534085750579834,"channel":0,"num_words":1,"start":9.84,"end":10.16},{"sentences":[{"text":"an","start":10.0,"end":10.5,"sentiment":"positive","sentiment_score":0.5676302909851074}],"sentiment":"positive","sentiment_score":0.5676302909851074,"channel":1,"num_words":1,"start":10.0,"end":10.5},{"sentences":[{"text":"to have you on the line.","start":10.16,"end":11.38,"sentiment":"positive","sentiment_score":0.4936454693476359}],"sentiment":"positive","sentiment_score":0.4936454693476359,"channel":0,"num_words":6,"start":10.16,"end":11.38},{"sentences":[{"text":"I've got an account with you guys with for my Airtel Wi Fi for over the year now.","start":12.415,"end":19.935,"sentiment":"neutral","sentiment_score":0.04248679669884344},{"text":"I have big concerns regarding the payments being made by the Airtel without my consent.","start":19.935,"end":25.314999,"sentiment":"negative","sentiment_score":-0.3544647643963496},{"text":"I have raised this issue, like, two, three times in the past as well, but still these things have been happening.","start":25.8,"end":33.079998,"sentiment":"neutral","sentiment_score":-0.29599466352235704},{"text":"Can I know what's the reason for that?","start":33.079998,"end":35.1,"sentiment":"neutral","sentiment_score":-0.16848543100059032}],"sentiment":"neutral","sentiment_score":-0.1954190404409723,"channel":1,"num_words":62,"start":12.415,"end":35.1},{"sentences":[{"text":"Oh, let me just go ahead and pull out your account here.","start":36.33,"end":39.47,"sentiment":"neutral","sentiment_score":0.004663065541535616},{"text":"Just bear with","start":39.53,"end":40.25,"sentiment":"neutral","sentiment_score":0.01618833156923453}],"sentiment":"neutral","sentiment_score":0.006968118747075399,"channel":0,"num_words":15,"start":36.33,"end":40.25},{"sentences":[{"text":"Sure.","start":40.165,"end":40.665,"sentiment":"neutral","sentiment_score":0.0175970159471035}],"sentiment":"neutral","sentiment_score":0.0175970159471035,"channel":1,"num_words":1,"start":40.165,"end":40.665},{"sentences":[{"text":"me.","start":40.25,"end":40.725,"sentiment":"neutral","sentiment_score":0.00954889040440321},{"text":"What is your full name and your date of birth?","start":40.885,"end":44.664997,"sentiment":"neutral","sentiment_score":0.013561837002635002}],"sentiment":"neutral","sentiment_score":0.013197023675523022,"channel":0,"num_words":11,"start":40.25,"end":44.664997},{"sentences":[{"text":"It's nineteen zero six nineteen ninety.","start":45.364998,"end":49.625,"sentiment":"neutral","sentiment_score":0.0028412161045707762}],"sentiment":"neutral","sentiment_score":0.0028412161045707762,"channel":1,"num_words":6,"start":45.364998,"end":49.625},{"sentences":[{"text":"Okay.","start":51.844997,"end":52.344997,"sentiment":"neutral","sentiment_score":0.0513799786567688},{"text":"Thank you.","start":52.484997,"end":53.125,"sentiment":"neutral","sentiment_score":0.14185577258467674},{"text":"So your birthday is 06/19/1990.","start":53.125,"end":58.27,"sentiment":"neutral","sentiment_score":0.04388933666050434}],"sentiment":"neutral","sentiment_score":0.0693172758910805,"channel":0,"num_words":8,"start":51.844997,"end":58.27},{"sentences":[{"text":"That's correct.","start":58.739998,"end":59.56,"sentiment":"neutral","sentiment_score":0.06625710241496563}],"sentiment":"neutral","sentiment_score":0.06625710241496563,"channel":1,"num_words":2,"start":58.739998,"end":59.56},{"sentences":[{"text":"Okay.","start":60.49,"end":60.99,"sentiment":"neutral","sentiment_score":0.059307314455509186},{"text":"Please stay on the line for a minute or two.","start":61.850002,"end":64.01,"sentiment":"neutral","sentiment_score":0.08109046667814254},{"text":"Let me just review your account here, mister Lovemuth.","start":64.01,"end":67.07,"sentiment":"neutral","sentiment_score":0.09044708559910457},{"text":"Okay?","start":67.130005,"end":67.630005,"sentiment":"neutral","sentiment_score":0.06095592677593231}],"sentiment":"neutral","sentiment_score":0.0831043656383242,"channel":0,"num_words":21,"start":60.49,"end":67.630005},{"sentences":[{"text":"Sure.","start":67.355,"end":67.855,"sentiment":"neutral","sentiment_score":0.07686135172843933},{"text":"Sure.","start":68.155,"end":68.655,"sentiment":"neutral","sentiment_score":0.13043278455734253}],"sentiment":"neutral","sentiment_score":0.10364706814289093,"channel":1,"num_words":2,"start":67.355,"end":68.655},{"sentences":[{"text":"Thank you.","start":68.57,"end":69.39,"sentiment":"neutral","sentiment_score":0.32736800611019135},{"text":"Thank you so much for patiently waiting on the line, mister LeMuth.","start":495.03,"end":498.33002,"sentiment":"positive","sentiment_score":0.5286337758104006}],"sentiment":"positive","sentiment_score":0.499881522996085,"channel":0,"num_words":14,"start":68.57,"end":498.33002},{"sentences":[{"text":"Yes.","start":499.025,"end":499.525,"sentiment":"neutral","sentiment_score":0.11455447226762772}],"sentiment":"neutral","sentiment_score":0.11455447226762772,"channel":1,"num_words":1,"start":499.025,"end":499.525},{"sentences":[{"text":"So, yeah, I tried to review your account here to get an answer with your concern.","start":500.07498,"end":505.695,"sentiment":"neutral","sentiment_score":0.03494610916823149},{"text":"I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically.","start":506.315,"end":522.24,"sentiment":"neutral","sentiment_score":-0.08866508610339628},{"text":"And I've also checked the payment that was processed from your card ends in one moment here.","start":523.58,"end":531.575,"sentiment":"neutral","sentiment_score":-0.07809039709322593},{"text":"Visa card ends in 0968.","start":532.675,"end":535.41504,"sentiment":"neutral","sentiment_score":-0.07295796871185303},{"text":"And you're saying you don't want to have it via direct debit?","start":536.755,"end":540.29504,"sentiment":"neutral","sentiment_score":-0.18475637088219324}],"sentiment":"neutral","sentiment_score":-0.07607219067163938,"channel":0,"num_words":86,"start":500.07498,"end":540.29504},{"sentences":[{"text":"Yes.","start":540.69,"end":541.17004,"sentiment":"neutral","sentiment_score":-0.060133397579193115},{"text":"Yes.","start":541.17004,"end":541.65,"sentiment":"neutral","sentiment_score":-0.07043100148439407},{"text":"You know what the problem is?","start":541.65,"end":543.015,"sentiment":"neutral","sentiment_score":-0.15321021030346552},{"text":"I have said this multiple times in the past, and I have heard from the Airtel customer service saying that we have deleted your car.","start":543.09503,"end":550.935,"sentiment":"negative","sentiment_score":-0.3363351058959961},{"text":"We have deleted your card.","start":550.935,"end":552.29504,"sentiment":"neutral","sentiment_score":-0.33044086694717406}],"sentiment":"neutral","sentiment_score":-0.2923791485005303,"channel":1,"num_words":38,"start":540.69,"end":552.29504},{"sentences":[{"text":"No more automatic payments will be done, but still the payments have been making automatically.","start":552.29504,"end":557.35504,"sentiment":"negative","sentiment_score":-0.42688952883084613},{"text":"I'm","start":558.49,"end":558.73,"sentiment":"neutral","sentiment_score":-0.3023781180381775}],"sentiment":"negative","sentiment_score":-0.41910756565630436,"channel":1,"num_words":16,"start":552.29504,"end":558.73},{"sentences":[{"text":"Yeah.","start":558.615,"end":558.935,"sentiment":"negative","sentiment_score":-0.33965474367141724}],"sentiment":"negative","sentiment_score":-0.33965474367141724,"channel":0,"num_words":1,"start":558.615,"end":558.935},{"sentences":[{"text":"I'm","start":558.73,"end":559.20996,"sentiment":"negative","sentiment_score":-0.5273534655570984}],"sentiment":"negative","sentiment_score":-0.5273534655570984,"channel":1,"num_words":1,"start":558.73,"end":559.20996},{"sentences":[{"text":"I've","start":558.935,"end":559.435,"sentiment":"negative","sentiment_score":-0.5689558982849121}],"sentiment":"negative","sentiment_score":-0.5689558982849121,"channel":0,"num_words":1,"start":558.935,"end":559.435},{"sentences":[{"text":"I'm just pissed off.","start":559.20996,"end":560.17,"sentiment":"negative","sentiment_score":-0.6593732833862305},{"text":"I want the confirmation now from the Airtel to delete, and I need an email saying that no more automatic transactions would be made for the payments.","start":560.17,"end":569.13,"sentiment":"negative","sentiment_score":-0.44198107057147556},{"text":"I will make the transactions.","start":569.13,"end":570.43,"sentiment":"neutral","sentiment_score":-0.32681955099105836}],"sentiment":"negative","sentiment_score":-0.45014110538694596,"channel":1,"num_words":36,"start":559.20996,"end":570.43},{"sentences":[{"text":"I understand that,","start":571.95996,"end":573.0,"sentiment":"negative","sentiment_score":-0.3648797571659088}],"sentiment":"negative","sentiment_score":-0.3648797571659088,"channel":0,"num_words":3,"start":571.95996,"end":573.0},{"sentences":[{"text":"Airtel","start":572.935,"end":573.435,"sentiment":"negative","sentiment_score":-0.41019824147224426}],"sentiment":"negative","sentiment_score":-0.41019824147224426,"channel":1,"num_words":1,"start":572.935,"end":573.435},{"sentences":[{"text":"mister Levmitz.","start":573.0,"end":573.82,"sentiment":"negative","sentiment_score":-0.4116859436035156}],"sentiment":"negative","sentiment_score":-0.4116859436035156,"channel":0,"num_words":2,"start":573.0,"end":573.82},{"sentences":[{"text":"Airtel cannot do that.","start":574.935,"end":575.89496,"sentiment":"negative","sentiment_score":-0.5202871710062027},{"text":"And I've been saying this politely and very humbly from last two, three times.","start":575.89496,"end":580.71497,"sentiment":"neutral","sentiment_score":-0.11039472956742559},{"text":"But again","start":581.095,"end":581.735,"sentiment":"neutral","sentiment_score":-0.20932796597480774}],"sentiment":"neutral","sentiment_score":-0.20226654149591922,"channel":1,"num_words":20,"start":574.935,"end":581.735},{"sentences":[{"text":"I would","start":581.56,"end":581.95996,"sentiment":"neutral","sentiment_score":-0.29989390075206757}],"sentiment":"neutral","sentiment_score":-0.29989390075206757,"channel":0,"num_words":2,"start":581.56,"end":581.95996},{"sentences":[{"text":"and again,","start":581.735,"end":582.135,"sentiment":"neutral","sentiment_score":-0.26611898839473724}],"sentiment":"neutral","sentiment_score":-0.26611898839473724,"channel":1,"num_words":2,"start":581.735,"end":582.135},{"sentences":[{"text":"like","start":581.95996,"end":582.2,"sentiment":"negative","sentiment_score":-0.36983171105384827}],"sentiment":"negative","sentiment_score":-0.36983171105384827,"channel":0,"num_words":1,"start":581.95996,"end":582.2},{"sentences":[{"text":"these things have been making again and again.","start":582.135,"end":584.315,"sentiment":"negative","sentiment_score":-0.3840947039425373}],"sentiment":"negative","sentiment_score":-0.3840947039425373,"channel":1,"num_words":8,"start":582.135,"end":584.315},{"sentences":[{"text":"I understand where you're coming from.","start":584.865,"end":586.625,"sentiment":"neutral","sentiment_score":-0.10207375138998032},{"text":"But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work 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please","start":592.27,"end":592.91,"sentiment":"negative","sentiment_score":-0.4466044753789902}],"sentiment":"negative","sentiment_score":-0.4466044753789902,"channel":1,"num_words":2,"start":592.27,"end":592.91},{"sentences":[{"text":"this.","start":592.625,"end":593.025,"sentiment":"negative","sentiment_score":-0.36467498540878296},{"text":"Okay?","start":593.025,"end":593.525,"sentiment":"neutral","sentiment_score":-0.1422766000032425}],"sentiment":"neutral","sentiment_score":-0.2534757927060127,"channel":0,"num_words":2,"start":592.625,"end":593.525},{"sentences":[{"text":"I I don't want to I don't want to listen anything.","start":593.23,"end":595.31,"sentiment":"negative","sentiment_score":-0.48926542834802106},{"text":"I just want to hear one thing from you that we are deleting my bank details from the account, and I 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if if it was removed, how did you guys are making the payment?","start":607.965,"end":612.145,"sentiment":"neutral","sentiment_score":-0.16428794179643905}],"sentiment":"neutral","sentiment_score":-0.16428794179643905,"channel":1,"num_words":14,"start":607.965,"end":612.145},{"sentences":[{"text":"yeah.","start":612.14,"end":612.38,"sentiment":"neutral","sentiment_score":-0.09161289781332016},{"text":"That's the reason why I'm trying to explain to you.","start":612.38,"end":615.195,"sentiment":"neutral","sentiment_score":-0.06117370687425137},{"text":"When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform.","start":615.515,"end":626.895,"sentiment":"neutral","sentiment_score":-0.025499486890823944},{"text":"And I understand that you requested to remove this.","start":627.37,"end":630.49005,"sentiment":"neutral","sentiment_score":-0.11074979023800956},{"text":"I'm showing on here that it was requested and 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authority if you guys don't have the authority to remove my bank card details in your system, just cancel my Apple Wi Fi account.","start":650.41,"end":659.765,"sentiment":"neutral","sentiment_score":-0.1948521280517945},{"text":"I don't wanna use you guys anymore.","start":660.065,"end":661.84503,"sentiment":"neutral","sentiment_score":-0.3185124716588429}],"sentiment":"neutral","sentiment_score":-0.22108311002904718,"channel":1,"num_words":33,"start":650.41,"end":661.84503},{"sentences":[{"text":"We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date 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I have to change my card for this stupid Airtel can't do the system thing?","start":680.26,"end":685.415,"sentiment":"neutral","sentiment_score":-0.3321713451296091},{"text":"You know what?","start":685.415,"end":685.895,"sentiment":"neutral","sentiment_score":-0.16634838779767355},{"text":"Cancel my cancel my Airtel Wi Fi.","start":685.895,"end":688.455,"sentiment":"neutral","sentiment_score":-0.27090497740677427},{"text":"I'll cancel it from my end.","start":688.455,"end":689.815,"sentiment":"neutral","sentiment_score":-0.29506591459115344},{"text":"Alright.","start":689.815,"end":690.215,"sentiment":"neutral","sentiment_score":0.12575426697731018}],"sentiment":"neutral","sentiment_score":-0.28347765902678174,"channel":1,"num_words":33,"start":680.26,"end":690.215},{"sentences":[{"text":"Thank you.","start":690.215,"end":690.955,"sentiment":"neutral","sentiment_score":0.2214875929057598},{"text":"Ship 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The agent tries to explain that the bank will remove the bank details and suggests canceling the Airtel Wi Fi account. The customer is frustrated and decides to cancel their Airtel Wi Fi account."},"intents":{"segments":[{"text":"I have big concerns regarding the payments being made by the Airtel without my consent. I have raised this issue, like, two, three times in the past as well, but still these things have been happening. Can I know what's the reason for that?","start_word":46,"end_word":89,"intents":[{"intent":"Resolve payment issue","confidence_score":0.056768734}]},{"text":"I I don't want to I don't want to listen anything. I just want to hear one thing from you that we are deleting my bank details from the account, and I need Mister that Ledmas, confirmation. it was removed. Okay?","start_word":424,"end_word":464,"intents":[{"intent":"Remove bank details","confidence_score":0.28981942},{"intent":"Seek confirmation","confidence_score":0.00008395931}]},{"text":"I don't wanna use the Airtel Wi Fi anymore. Just cancel it.","start_word":579,"end_word":590,"intents":[{"intent":"Cancel airtel connection","confidence_score":0.27809125}]},{"text":"We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or Oh, a block so Airtel, so something so like now that. so I have to change my card for this stupid Airtel can't do the system thing? You know what?","start_word":630,"end_word":701,"intents":[{"intent":"Change card information","confidence_score":0.18603748}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.19344966113567352},{"text":"Good morning.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.3471977114677429},{"text":"This is Airtel accounts. How may I help you today? Hi. My name is. I've Hi.","start_word":3,"end_word":18,"sentiment":"neutral","sentiment_score":0.18809297680854797},{"text":"got Nice an to have you on the line.","start_word":19,"end_word":27,"sentiment":"positive","sentiment_score":0.4764155447483063},{"text":"I've got an account with you guys with for my Airtel Wi Fi for over the year now.","start_word":28,"end_word":45,"sentiment":"neutral","sentiment_score":0.04055086895823479},{"text":"I have big concerns regarding the payments being made by the Airtel without my consent.","start_word":46,"end_word":60,"sentiment":"negative","sentiment_score":-0.3562116026878357},{"text":"I have raised this issue, like, two, three times in the past as well, but still these things have been happening. Can I know what's the reason for that? Oh, let me just go ahead and pull out your account here. Just bear with Sure. me. What is your full name and your date of birth? It's nineteen zero six nineteen ninety. Okay. Thank you. So your birthday is 06/19/1990. That's correct. Okay. Please stay on the line for a minute or two. Let me just review your account here, mister Lovemuth. Okay? Sure. Sure. Thank you.","start_word":61,"end_word":157,"sentiment":"neutral","sentiment_score":-0.029443837702274323},{"text":"Thank you so much for patiently waiting on the line, mister LeMuth.","start_word":158,"end_word":169,"sentiment":"positive","sentiment_score":0.5180983543395996},{"text":"Yes. So, yeah, I tried to review your account here to get an answer with your concern. I do see on here last January when we transitioned to ANZ, And then when we sent you, like, the payment instruction, you saved your card through the payment platform reason why it's being processed automatically. And I've also checked the payment that was processed from your card ends in one moment here. Visa card ends in 0968. And you're saying you don't want to have it via direct debit? Yes. Yes. You know what the problem is? I have said this multiple times in the past, and I have heard from the Airtel customer service saying that we have deleted your car. We have deleted your card.","start_word":170,"end_word":294,"sentiment":"neutral","sentiment_score":-0.13284437358379364},{"text":"No more automatic payments will be done, but still the payments have been making automatically.","start_word":295,"end_word":309,"sentiment":"negative","sentiment_score":-0.4248573184013366},{"text":"I'm Yeah.","start_word":310,"end_word":311,"sentiment":"neutral","sentiment_score":-0.3172887861728668},{"text":"I'm I've I'm just pissed off. I want the confirmation now from the Airtel to delete, and I need an email saying that no more automatic transactions would be made for the payments.","start_word":312,"end_word":344,"sentiment":"negative","sentiment_score":-0.4949847161769867},{"text":"I will make the transactions.","start_word":345,"end_word":349,"sentiment":"neutral","sentiment_score":-0.323587030172348},{"text":"I understand that, Airtel mister Levmitz. Airtel cannot do that.","start_word":350,"end_word":359,"sentiment":"negative","sentiment_score":-0.443341463804245},{"text":"And I've been saying this politely and very humbly from last two, three times. But again I would and again, like these things have been making again and again. I understand where you're coming from. But if you will allow me to finish what I'm trying to say, I would appreciate, and we will work together No.","start_word":360,"end_word":416,"sentiment":"neutral","sentiment_score":-0.12473948299884796},{"text":"to I resolve just please this.","start_word":417,"end_word":422,"sentiment":"negative","sentiment_score":-0.41799136996269226},{"text":"Okay?","start_word":423,"end_word":423,"sentiment":"neutral","sentiment_score":-0.1422766000032425},{"text":"I I don't want to I don't want to listen anything.","start_word":424,"end_word":434,"sentiment":"negative","sentiment_score":-0.4791174829006195},{"text":"I just want to hear one thing from you that we are deleting my bank details from the account, and I need Mister that Ledmas, confirmation. it was removed. Okay? I'm telling When? you this right now. When? No. It No. was No. When removed if if if it was removed, how did you guys are making the payment? yeah. That's the reason why I'm trying to explain to you. When we do the payment trans transformation from platform, before we are using the Stripe, and then we transition to ANZ payment platform. And I understand that you requested to remove this. I'm showing on here that it was requested and removed. However, since that's a new one, and we no longer have any power to remove that. So I would suggest, Alright. AzureBank So can you just to cancel block my Airtel. connection? I don't wanna use the Airtel Wi Fi anymore. Just cancel it. If you guys I'm don't sorry? have the authority if you guys don't have the authority to remove my bank card details in your system, just cancel my Apple Wi Fi account. I don't wanna use you guys anymore. We we tried to remove it, and there is a way to ensure that your card will not debited, I would suggest you can go ahead and ask your bank to change your card number or, change your card expiration date or Oh, a block so Airtel, so something so like now that. so I have to change my card for this stupid Airtel can't do the system thing? You know what? Cancel my cancel my Airtel Wi Fi. I'll cancel it from my end. Alright. Thank you. Ship services.","start_word":435,"end_word":719,"sentiment":"neutral","sentiment_score":-0.15412251442147976}],"average":{"sentiment":"neutral","sentiment_score":-0.13431493285755663}}}}