{"metadata":{"transaction_key":"deprecated","request_id":"01a056ae-f03f-7391-bc86-bc87ab0c364a","sha256":"6c2299f733a38ef3ccba3662197edd7a17849fb02e78262e92229a20479ead74","created":"2026-08-31T07:18:22.207Z","duration":391.60794,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":1014,"output_tokens":80},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1102,"output_tokens":1105},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1102,"output_tokens":104}},"results":{"channels":[{"alternatives":[{"transcript":"Hello, Sian. My name is Mary, and I'm calling from Airtel accounts team. Hi, Sian. Thank you so much for replying to my email, and we received your email response. We really appreciate you for this. You know what? This is actually the best and, you know, best decision as paying for the termination fee and also on the service charge will make, you know, up for almost a total of the NDC payment. So that's one of the reason why I would want to reach out to you, Seon. And as you mentioned that you will be able to pay for the NDC next week. Since today is your due date for the NDC, I'll go ahead and to help you, I'll go ahead and update or extend the due date. Okay? Okay. So I will adjust the due date for your NDC to help you further. And, also, no worries, everything that will benefit for you, Sean. Okay? Everything is good to help you. Mhmm. Thank you so much. So for this one, Jen, I we we also want to make sure that you will maximize the use of your Internet. So, I would love to help you assisting or settling with the delivery fee so that we can dispatch the router. So once so that once you receive the router, you can go ahead and connect your Internet. No need to worry about the n d c s. We will all we will already, address the due date for that. Okay? Well, I yeah. I really understand. However, paying for the delivery fee until Wednesday would well, I mean, I mean, it will it will gonna be, like, another two days without Internet connection, but you are getting billed. We just want you to maximize yeah. So that's fine. Mhmm. Sure. No worries. Would you rather add your payment method on your account or on my end? I can help you with that so that there's no need to call us on Wednesday or no need to log in to your portal on Wednesday, and we can do it manually here on our end. Sure. For this one, I will need to have your credit card details so that I can add it to your account. That'd be fine? Okay. Just give me one moment. Let me just get everything here. Okay. Would it be your credit card or your bank account? Yes, please. Whenever you're ready. Yes, please. Mhmm. Okay. Thank you so much. Just give me one second. I have 5188681001172600. Correct? Thank you so much. How about the name that is appearing on the account? Mhmm. Is it letter d is for your middle initial. Correct? Okay. So I have s I a n v, and then McLinden, m c l I n d e n. Correct? Thank you so much. Hold on. How about the expiration date, please? Thank you so much. How about the CVV, please? 382. I will save this card and allow future charges on your account. Do you have a specific time on Wednesday so that we can try processing it on our end? Sure. To make sure, would you want me to process it by eleven so that I can call you back by 11AM your time? Okay. That's great. I successfully added your card on your account. On Wednesday, 11AM. We'll try to process your delivery fee for $20.20 dollars, so that's standard delivery, and also the NDC charge for $330 Sian. Okay? And we'll tell you I will tell you for confirmation. It will just be just a short call providing you an update or about the router being dispatched and the status of your payment that we just processed on our end. Okay? Thank you so much, Sian. And, Anthony, anything else I can help you with today? Thank you so much, Sian. And we really appreciate you for staying with us. And thank you so much, and enjoy enjoy the rest of your day. 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Sian. My name is Mary, and I'm calling from Airtel accounts team. Hi, Sian. Thank you so much for replying to my email, and we received your email response. We really appreciate you for this.\n\nYou know what? This is actually the best and, you know, best decision as paying for the termination fee and also on the service charge will make, you know, up for almost a total of the NDC payment. So that's one of the reason why I would want to reach out to you, Seon. And as you mentioned that you will be able to pay for the NDC next week. Since today is your due date for the NDC, I'll go ahead and to help you, I'll go ahead and update or extend the due date.\n\nOkay? Okay. So I will adjust the due date for your NDC to help you further. And, also, no worries, everything that will benefit for you, Sean. Okay?\n\nEverything is good to help you. Mhmm. Thank you so much. So for this one, Jen, I we we also want to make sure that you will maximize the use of your Internet. So, I would love to help you assisting or settling with the delivery fee so that we can dispatch the router.\n\nSo once so that once you receive the router, you can go ahead and connect your Internet. No need to worry about the n d c s. We will all we will already, address the due date for that. Okay? Well, I yeah.\n\nI really understand. However, paying for the delivery fee until Wednesday would well, I mean, I mean, it will it will gonna be, like, another two days without Internet connection, but you are getting billed. We just want you to maximize yeah. So that's fine. Mhmm.\n\nSure. No worries. Would you rather add your payment method on your account or on my end? I can help you with that so that there's no need to call us on Wednesday or no need to log in to your portal on Wednesday, and we can do it manually here on our end. Sure.\n\nFor this one, I will need to have your credit card details so that I can add it to your account. That'd be fine? Okay. Just give me one moment. Let me just get everything here.\n\nOkay. Would it be your credit card or your bank account? Yes, please. Whenever you're ready. Yes, please.\n\nMhmm. Okay. Thank you so much. Just give me one second. I have 5188681001172600.\n\nCorrect? Thank you so much. How about the name that is appearing on the account? Mhmm. Is it letter d is for your middle initial.\n\nCorrect? Okay. So I have s I a n v, and then McLinden, m c l I n d e n. Correct? Thank you so much.\n\nHold on. How about the expiration date, please? Thank you so much. How about the CVV, please? 382.\n\nI will save this card and allow future charges on your account. Do you have a specific time on Wednesday so that we can try processing it on our end? Sure. To make sure, would you want me to process it by eleven so that I can call you back by 11AM your time? Okay.\n\nThat's great. I successfully added your card on your account. On Wednesday, 11AM. We'll try to process your delivery fee for $20.20 dollars, so that's standard delivery, and also the NDC charge for $330 Sian. Okay?\n\nAnd we'll tell you I will tell you for confirmation. It will just be just a short call providing you an update or about the router being dispatched and the status of your payment that we just processed on our end. Okay? Thank you so much, Sian. And, Anthony, anything else I can help you with today?\n\nThank you so much, Sian. And we really appreciate you for staying with us. And thank you so much, and enjoy enjoy the rest of your day. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello, Sian.","start":2.8799999,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.04091007262468338},{"text":"My name is Mary, and I'm calling from Airtel accounts team.","start":3.6799998,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.04065169055353512},{"text":"Hi, Sian.","start":8.88,"end":9.86,"sentiment":"neutral","sentiment_score":0.14416466653347015},{"text":"Thank you so much for replying to my email, and we received your email response.","start":10.16,"end":14.58,"sentiment":"positive","sentiment_score":0.5708857655525208},{"text":"We really appreciate you for this.","start":16.765,"end":18.445,"sentiment":"positive","sentiment_score":0.7038145263989767}],"sentiment":"positive","sentiment_score":0.3778747698913018,"num_words":36,"start":2.8799999,"end":18.445},{"sentences":[{"text":"You know what?","start":18.445,"end":19.265,"sentiment":"positive","sentiment_score":0.3589046200116475},{"text":"This is actually 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Yep. Yep. Yeah. Yep. Yep. Thank you. Yes. Yes. Yep. Am I able to just pay it all next Wednesday? Like, the delivery fee just because I am a bit low on money at the moment. Yeah. Yeah. That's that's fine. I yeah. Yeah. That's fine. I would just rather pay for everything next Wednesday. Yeah. Just do it on your end. Yep. My card. Do you need the card number or the name? 5188 68100117 2600. Yep. Asian v McClendon. So f I a n and then v and then m c l I n d e n. Yeah. Yep. Yep. 08/27. 382. Yeah. Maybe 10AM. Yes. Yes. Okay. Thank you. No. That's all. Thanks. Thanks. You too. 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My name is Mary, and I'm calling from Airtel accounts team. Hi, Sian.\n\nChannel 1: Yep.\n\nChannel 0: Thank you so much for replying to my email, and we received your email response.\n\nChannel 1: Yep.\n\nChannel 0: We really appreciate you for this. You know what? This is actually the best and, you know, best decision as paying for the termination fee and also on the service charge\n\nChannel 1: Yeah.\n\nChannel 0: will make, you know, up for almost a total of the NDC payment. So that's one of the reason why I would want to reach out to you, Seon. And\n\nChannel 1: Yep.\n\nChannel 0: as you mentioned that you will be able to pay for the NDC next week. Since today is your due date for the NDC, I'll go ahead and to help you, I'll go ahead and update or extend the due date. Okay?\n\nChannel 1: Yep.\n\nChannel 0: Okay. So I will adjust the due date for your NDC to help you further. And,\n\nChannel 1: Thank\n\nChannel 0: also,\n\nChannel 1: you.\n\nChannel 0: no worries, everything that will benefit for you, Sean. Okay? Everything\n\nChannel 1: Yes.\n\nChannel 0: is good to help you. Mhmm. Thank you so much. So for this one, Jen, I we we also want to make sure that you will maximize the use of your Internet. So, I would love to help you assisting or settling with the delivery fee so that we can dispatch the router.\n\nSo once so\n\nChannel 1: Yes.\n\nChannel 0: that once you receive the router, you can go ahead and connect your Internet. No need to worry about the n d c s. We will all we will already, address the due date for that. Okay?\n\nChannel 1: Yep. Am I able to just pay it all next Wednesday? Like, the\n\nChannel 0: Well,\n\nChannel 1: delivery fee just because I am a bit low on money at the moment.\n\nChannel 0: I yeah. I really understand. However, paying for the delivery fee until Wednesday would well, I mean, I mean, it will it will gonna be, like, another two days without Internet connection, but you are getting billed. We just want you to maximize yeah.\n\nChannel 1: Yeah. Yeah. That's\n\nChannel 0: So\n\nChannel 1: that's fine. I\n\nChannel 0: that's\n\nChannel 1: yeah.\n\nChannel 0: fine.\n\nChannel 1: Yeah. That's\n\nChannel 0: Mhmm.\n\nChannel 1: fine. I would just rather pay for everything next Wednesday.\n\nChannel 0: Sure. No worries. Would you rather add your payment method on your account or on my end? I can help you with that so that there's no need to call us on Wednesday or no need to log in to your portal on Wednesday, and we can do it manually here on our end.\n\nChannel 1: Yeah. Just do it on your end.\n\nChannel 0: Sure. For this one, I will need to have your credit card details so that I can add it to your account. That'd\n\nChannel 1: Yep.\n\nChannel 0: be fine? Okay. Just give me one moment. Let me just get everything here. Okay.\n\nWould it be your credit card or your bank account?\n\nChannel 1: My card.\n\nChannel 0: Yes, please. Whenever you're ready.\n\nChannel 1: Do you need the card number\n\nChannel 0: Yes,\n\nChannel 1: or the\n\nChannel 0: please.\n\nChannel 1: name? 5188\n\nChannel 0: Mhmm.\n\nChannel 1: 68100117\n\nChannel 0: Okay.\n\nChannel 1: 2600.\n\nChannel 0: Thank you so much. Just give me one second. I have 5188681001172600. Correct? Thank you so much.\n\nHow about the name that is appearing on the account?\n\nChannel 1: Yep. Asian v McClendon. So f I a n\n\nChannel 0: Mhmm.\n\nChannel 1: and then v and then m c l I n d e n.\n\nChannel 0: Is it letter d is for your middle initial. Correct?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. So I have s I a n v,\n\nChannel 1: Yep.\n\nChannel 0: and then McLinden, m c l I n d e n. Correct?\n\nChannel 1: Yep.\n\nChannel 0: Thank you so much. Hold on. How about the expiration date, please?\n\nChannel 1: 08/27.\n\nChannel 0: Thank you so much. How about the CVV, please?\n\nChannel 1: 382.\n\nChannel 0: 382. I will save this card and allow future charges on your account. Do\n\nChannel 1: Yeah.\n\nChannel 0: you have a specific time on Wednesday so that we can try processing it on our end?\n\nChannel 1: Maybe 10AM.\n\nChannel 0: Sure. To make sure, would you want me to process it by eleven so that I can call you back by 11AM your time?\n\nChannel 1: Yes.\n\nChannel 0: Okay. That's great. I successfully added your card on your account. On Wednesday, 11AM. We'll try to process your delivery fee for $20.20 dollars, so that's standard delivery, and also the NDC charge for $330 Sian.\n\nOkay?\n\nChannel 1: Yes.\n\nChannel 0: And we'll tell you I will tell you for confirmation. It will just be just a short call providing you an update or about the router being dispatched and the status of your payment that we just processed on our end. Okay?\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Thank you so much, Sian. And, Anthony, anything else I can help you with today?\n\nChannel 1: No. That's all. Thanks.\n\nChannel 0: Thank you so much, Sian. And we really appreciate you for staying with us. And thank you so much, and enjoy enjoy the rest of your day.\n\nChannel 1: Thanks. You too. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.5999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.025648705661296844}],"sentiment":"neutral","sentiment_score":0.025648705661296844,"channel":1,"num_words":1,"start":1.5999999,"end":2.1},{"sentences":[{"text":"Hello, Sian.","start":2.8799999,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.04091007262468338},{"text":"My name is Mary, and I'm calling from Airtel accounts team.","start":3.6799998,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.04065169055353512},{"text":"Hi, 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She reminds him of his due date and offers to extend the due date if he pays for the NDC fee. Mary also assists Sian in settling for a delivery fee and updating his payment method. She confirms his payment details and promises to call him back with an update on the router dispatch."},"intents":{"segments":[{"text":"This is actually the best and, you know, best decision as paying for the termination fee and also on the service charge Yeah.","start_word":42,"end_word":64,"intents":[{"intent":"Resolve termination fee and service charge","confidence_score":0.0011207032}]},{"text":"Since today is your due date for the NDC, I'll go ahead and to help you, I'll go ahead and update or extend the due date. Okay? Yep. Okay.","start_word":111,"end_word":139,"intents":[{"intent":"Update due date","confidence_score":0.21897407}]},{"text":"So for this one, Jen, I we we also want to make sure that you will maximize the use of your Internet. 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No need to worry about the n d c s.","start_word":223,"end_word":250,"sentiment":"neutral","sentiment_score":0.28564199805259705},{"text":"We will all we will already, address the due date for that.","start_word":251,"end_word":262,"sentiment":"positive","sentiment_score":0.3522886037826538},{"text":"Okay? Yep. Am I able to just pay it all next Wednesday? Like, the Well, delivery fee just because I am a bit low on money at the moment. I yeah. I really understand. However, paying for the delivery fee until Wednesday would well, I mean, I mean, it will it will gonna be, like, another two days without Internet connection, but you are getting billed. We just want you to maximize yeah. Yeah. Yeah. That's So that's fine. I that's yeah. fine. Yeah. That's Mhmm. fine. I would just rather pay for everything next Wednesday. Sure.","start_word":263,"end_word":359,"sentiment":"neutral","sentiment_score":0.06259931570168623},{"text":"No worries.","start_word":360,"end_word":361,"sentiment":"positive","sentiment_score":0.33451318740844727},{"text":"Would you rather add your payment method on your account or on my end?","start_word":362,"end_word":375,"sentiment":"neutral","sentiment_score":0.2644231915473938},{"text":"I can help you with that so that there's no need to call us on Wednesday or no need to log in to your portal on Wednesday, and we can do it manually here on our end.","start_word":376,"end_word":412,"sentiment":"positive","sentiment_score":0.3625226616859436},{"text":"Yeah. Just do it on your end. Sure. For this one, I will need to have your credit card details so that I can add it to your account. That'd Yep. be fine? Okay. Just give me one moment. Let me just get everything here. Okay. Would it be your credit card or your bank account? My card. Yes, please. Whenever you're ready. Do you need the card number Yes, or the please. name? 5188 Mhmm. 68100117 Okay. 2600.","start_word":413,"end_word":491,"sentiment":"neutral","sentiment_score":0.082591213285923},{"text":"Thank you so much.","start_word":492,"end_word":495,"sentiment":"positive","sentiment_score":0.3951375484466553},{"text":"Just give me one second. I have 5188681001172600. Correct?","start_word":496,"end_word":504,"sentiment":"neutral","sentiment_score":0.10992921888828278},{"text":"Thank you so much.","start_word":505,"end_word":508,"sentiment":"positive","sentiment_score":0.3381870687007904},{"text":"How about the name that is appearing on the account? Yep. Asian v McClendon. So f I a n Mhmm. and then v and then m c l I n d e n. Is it letter d is for your middle initial. Correct? Yeah. Okay. So I have s I a n v, Yep. and then McLinden, m c l I n d e n. Correct? Yep.","start_word":509,"end_word":575,"sentiment":"neutral","sentiment_score":0.024542928659426633},{"text":"Thank you so much.","start_word":576,"end_word":579,"sentiment":"positive","sentiment_score":0.5555874705314636},{"text":"Hold on. How about the expiration date, please? 08/27.","start_word":580,"end_word":588,"sentiment":"neutral","sentiment_score":0.05568978935480118},{"text":"Thank you so much.","start_word":589,"end_word":592,"sentiment":"positive","sentiment_score":0.41177478432655334},{"text":"How about the CVV, please? 382. 382. I will save this card and allow future charges on your account. Do Yeah. you have a specific time on Wednesday so that we can try processing it on our end? Maybe 10AM. Sure. To make sure, would you want me to process it by eleven so that I can call you back by 11AM your time? Yes. Okay.","start_word":593,"end_word":658,"sentiment":"neutral","sentiment_score":0.1070081815123558},{"text":"That's great. I successfully added your card on your account.","start_word":659,"end_word":668,"sentiment":"positive","sentiment_score":0.6343203783035278},{"text":"On Wednesday, 11AM. We'll try to process your delivery fee for $20.20 dollars, so that's standard delivery, and also the NDC charge for $330 Sian. Okay? Yes. And we'll tell you I will tell you for confirmation. It will just be just a short call providing you an update or about the router being dispatched and the status of your payment that we just processed on our end. Okay? Okay.","start_word":669,"end_word":738,"sentiment":"neutral","sentiment_score":0.2619156837463379},{"text":"Thank you. Thank you so much, Sian. And, Anthony, anything else I can help you with today?","start_word":739,"end_word":755,"sentiment":"positive","sentiment_score":0.44716453552246094},{"text":"No. That's all.","start_word":756,"end_word":758,"sentiment":"neutral","sentiment_score":0.07630643248558044},{"text":"Thanks. Thank you so much, Sian. And we really appreciate you for staying with us. And thank you so much, and enjoy enjoy the rest of your day. Thanks. You too.","start_word":759,"end_word":789,"sentiment":"positive","sentiment_score":0.6789064772667424},{"text":"Bye. Bye bye.","start_word":790,"end_word":792,"sentiment":"neutral","sentiment_score":0.222445547580719}],"average":{"sentiment":"neutral","sentiment_score":0.21448993941777433}}}}