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Good afternoon. Can you hear me better? Hi. This is accounts from Airtel.\n\nAm I speaking to Giannoon Tapatia? Hi. How are you today? That's great to hear. Again, I've called in today just to inform you that there are duplicate payments made on your account.\n\nYou send a BPA payment, $79.95, and it there is a delayed posting on the payment, and then there was another payment process to the ANC. I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount May invoice. Okay. Sure, sir. That's no problem.\n\nI will have this noted, Ted. So by May, don't make a payment. I will credit the extra amount for your next invoice. Okay? Thank you, and have a good one, and be safe.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.12,"end":3.4399998,"sentiment":"neutral","sentiment_score":0.14264026284217834},{"text":"Good afternoon.","start":3.4399998,"end":4.18,"sentiment":"neutral","sentiment_score":0.23516318202018738},{"text":"Can you hear me better?","start":5.12,"end":6.42,"sentiment":"neutral","sentiment_score":0.18752374947071077},{"text":"Hi.","start":6.72,"end":7.04,"sentiment":"neutral","sentiment_score":0.019183410331606865},{"text":"This is accounts from Airtel.","start":7.04,"end":10.34,"sentiment":"neutral","sentiment_score":0.013317712023854256}],"sentiment":"neutral","sentiment_score":0.11688266747764178,"num_words":14,"start":3.12,"end":10.34},{"sentences":[{"text":"Am I speaking to Giannoon Tapatia?","start":10.559999,"end":13.38,"sentiment":"neutral","sentiment_score":0.012977710381771127},{"text":"Hi.","start":15.595,"end":15.835,"sentiment":"neutral","sentiment_score":0.12237846106290816},{"text":"How are you today?","start":15.835,"end":16.895,"sentiment":"neutral","sentiment_score":0.19004281982779503},{"text":"That's great to hear.","start":19.435001,"end":20.575,"sentiment":"positive","sentiment_score":0.6897899657487869},{"text":"Again, I've called in today just to inform you that there are duplicate payments made on your account.","start":20.715,"end":29.775002,"sentiment":"neutral","sentiment_score":-0.07378312034739389}],"sentiment":"neutral","sentiment_score":0.07246908180020524,"num_words":33,"start":10.559999,"end":29.775002},{"sentences":[{"text":"You send a BPA payment, $79.95, and it there is a delayed posting on the payment, and then there was another payment process to the ANC.","start":30.41,"end":42.57,"sentiment":"neutral","sentiment_score":-0.09692303714557336},{"text":"I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount May invoice.","start":42.57,"end":57.364998,"sentiment":"neutral","sentiment_score":-0.08086310507108768},{"text":"Okay.","start":57.505,"end":57.985,"sentiment":"neutral","sentiment_score":0.0028348397463560104},{"text":"Sure, sir.","start":57.985,"end":58.77,"sentiment":"neutral","sentiment_score":0.08052549883723259},{"text":"That's no problem.","start":58.93,"end":59.99,"sentiment":"neutral","sentiment_score":0.15637125571568808}],"sentiment":"neutral","sentiment_score":-0.06956278247338149,"num_words":62,"start":30.41,"end":59.99},{"sentences":[{"text":"I will have this noted, Ted.","start":60.45,"end":62.13,"sentiment":"neutral","sentiment_score":0.0772103580335776},{"text":"So by May, don't make a payment.","start":62.13,"end":64.47,"sentiment":"neutral","sentiment_score":-0.046185136905738285},{"text":"I will credit the extra amount for your next invoice.","start":64.85,"end":68.55,"sentiment":"neutral","sentiment_score":0.021234852634370326},{"text":"Okay?","start":68.61,"end":69.11,"sentiment":"neutral","sentiment_score":0.03126956522464752},{"text":"Thank you, and have a good one, and be safe.","start":71.61294,"end":74.352936,"sentiment":"positive","sentiment_score":0.5004551380872726}],"sentiment":"neutral","sentiment_score":0.15847457830301104,"num_words":34,"start":60.45,"end":74.352936},{"sentences":[{"text":"Bye bye.","start":75.852936,"end":76.59294,"sentiment":"neutral","sentiment_score":0.10304239764809608}],"sentiment":"neutral","sentiment_score":0.10304239764809608,"num_words":2,"start":75.852936,"end":76.59294}]}}]},{"alternatives":[{"transcript":"Good afternoon. 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Bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":5.3599997,"end":6.1,"sentiment":"neutral","sentiment_score":0.2691187411546707},{"text":"Yeah.","start":14.24,"end":14.74,"sentiment":"neutral","sentiment_score":0.04874932020902634},{"text":"I'm fine.","start":17.505,"end":18.325,"sentiment":"positive","sentiment_score":0.3510391563177109},{"text":"Yeah.","start":40.43,"end":40.67,"sentiment":"neutral","sentiment_score":-0.03955506905913353},{"text":"Yeah.","start":40.67,"end":41.17,"sentiment":"neutral","sentiment_score":-0.034589461982250214}],"sentiment":"neutral","sentiment_score":0.1735600834446294,"num_words":7,"start":5.3599997,"end":41.17},{"sentences":[{"text":"You can't be, like, credit on the next amount.","start":52.685,"end":56.625,"sentiment":"neutral","sentiment_score":-0.30810333291689557},{"text":"Yeah.","start":68.68,"end":68.92,"sentiment":"neutral","sentiment_score":0.05101504549384117},{"text":"Okay.","start":68.92,"end":69.42,"sentiment":"neutral","sentiment_score":0.07853574305772781},{"text":"Okay.","start":69.479996,"end":69.96,"sentiment":"neutral","sentiment_score":0.12373984605073927},{"text":"No worries.","start":69.96,"end":70.65294,"sentiment":"neutral","sentiment_score":0.23587775230407715}],"sentiment":"neutral","sentiment_score":-0.1462774183601141,"num_words":14,"start":52.685,"end":70.65294},{"sentences":[{"text":"You too.","start":74.73294,"end":75.13294,"sentiment":"neutral","sentiment_score":0.22227269411087036},{"text":"Bye.","start":75.13294,"end":75.63294,"sentiment":"neutral","sentiment_score":0.15898394584655762}],"sentiment":"neutral","sentiment_score":0.20117644468943277,"num_words":3,"start":74.73294,"end":75.63294}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Can\n\nChannel 1: Good\n\nChannel 0: you hear\n\nChannel 1: afternoon.\n\nChannel 0: me better? Hi. This is accounts from Airtel. Am I speaking to Giannoon Tapatia?\n\nChannel 1: Yeah.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: I'm fine.\n\nChannel 0: That's great to hear. Again, I've called in today just to inform you that there are duplicate payments made on your account. You send a BPA payment, $79.95, and it there is a delayed posting on the payment, and then there was\n\nChannel 1: Yeah.\n\nChannel 0: another\n\nChannel 1: Yeah.\n\nChannel 0: payment process to the ANC. I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount\n\nChannel 1: You can't be, like, credit on the next amount.\n\nChannel 0: May invoice. Okay. Sure, sir. That's no problem. I will have this noted, Ted.\n\nSo by May, don't make a payment. I will credit the extra amount for your next invoice. Okay?\n\nChannel 1: Yeah. Okay. Okay. No worries.\n\nChannel 0: Thank you, and have a good one, and be safe.\n\nChannel 1: You too. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.12,"end":3.4399998,"sentiment":"neutral","sentiment_score":0.14264026284217834},{"text":"Good afternoon.","start":3.4399998,"end":4.18,"sentiment":"neutral","sentiment_score":0.23516318202018738},{"text":"Can","start":5.12,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.19875568151474}],"sentiment":"neutral","sentiment_score":0.20293057709932327,"channel":0,"num_words":4,"start":3.12,"end":5.3599997},{"sentences":[{"text":"Good","start":5.3599997,"end":5.6,"sentiment":"neutral","sentiment_score":0.3089975118637085}],"sentiment":"neutral","sentiment_score":0.3089975118637085,"channel":1,"num_words":1,"start":5.3599997,"end":5.6},{"sentences":[{"text":"you 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Tapatia?","start":10.559999,"end":13.38,"sentiment":"neutral","sentiment_score":0.012977710381771127}],"sentiment":"neutral","sentiment_score":0.03249560605867633,"channel":0,"num_words":14,"start":5.7599998,"end":13.38},{"sentences":[{"text":"Yeah.","start":14.24,"end":14.74,"sentiment":"neutral","sentiment_score":0.04874932020902634}],"sentiment":"neutral","sentiment_score":0.04874932020902634,"channel":1,"num_words":1,"start":14.24,"end":14.74},{"sentences":[{"text":"Hi.","start":15.595,"end":15.835,"sentiment":"neutral","sentiment_score":0.12237846106290816},{"text":"How are you today?","start":15.835,"end":16.895,"sentiment":"neutral","sentiment_score":0.19004281982779503}],"sentiment":"neutral","sentiment_score":0.17650994807481765,"channel":0,"num_words":5,"start":15.595,"end":16.895},{"sentences":[{"text":"I'm fine.","start":17.505,"end":18.325,"sentiment":"positive","sentiment_score":0.3510391563177109}],"sentiment":"positive","sentiment_score":0.3510391563177109,"channel":1,"num_words":2,"start":17.505,"end":18.325},{"sentences":[{"text":"That's great to hear.","start":19.435001,"end":20.575,"sentiment":"positive","sentiment_score":0.6897899657487869},{"text":"Again, I've called in today just to inform you that there are duplicate payments made on your account.","start":20.715,"end":29.775002,"sentiment":"neutral","sentiment_score":-0.07378312034739389},{"text":"You send a BPA payment, $79.95, and it there is a delayed posting on the payment, and then there was","start":30.41,"end":40.489998,"sentiment":"neutral","sentiment_score":-0.11392326243221759}],"sentiment":"neutral","sentiment_score":-0.0201762274262451,"channel":0,"num_words":42,"start":19.435001,"end":40.489998},{"sentences":[{"text":"Yeah.","start":40.43,"end":40.67,"sentiment":"neutral","sentiment_score":-0.03955506905913353}],"sentiment":"neutral","sentiment_score":-0.03955506905913353,"channel":1,"num_words":1,"start":40.43,"end":40.67},{"sentences":[{"text":"another","start":40.489998,"end":40.89,"sentiment":"neutral","sentiment_score":-0.028312308713793755}],"sentiment":"neutral","sentiment_score":-0.028312308713793755,"channel":0,"num_words":1,"start":40.489998,"end":40.89},{"sentences":[{"text":"Yeah.","start":40.67,"end":41.17,"sentiment":"neutral","sentiment_score":-0.034589461982250214}],"sentiment":"neutral","sentiment_score":-0.034589461982250214,"channel":1,"num_words":1,"start":40.67,"end":41.17},{"sentences":[{"text":"payment process to the ANC.","start":40.89,"end":42.57,"sentiment":"neutral","sentiment_score":-0.04264428168535232},{"text":"I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount","start":42.57,"end":52.245,"sentiment":"neutral","sentiment_score":-0.08146681935925569}],"sentiment":"neutral","sentiment_score":-0.07558461668139155,"channel":0,"num_words":33,"start":40.89,"end":52.245},{"sentences":[{"text":"You can't be, like, credit on the next amount.","start":52.685,"end":56.625,"sentiment":"neutral","sentiment_score":-0.30810333291689557}],"sentiment":"neutral","sentiment_score":-0.30810333291689557,"channel":1,"num_words":9,"start":52.685,"end":56.625},{"sentences":[{"text":"May invoice.","start":56.545,"end":57.364998,"sentiment":"neutral","sentiment_score":-0.07241110503673553},{"text":"Okay.","start":57.505,"end":57.985,"sentiment":"neutral","sentiment_score":0.0028348397463560104},{"text":"Sure, sir.","start":57.985,"end":58.77,"sentiment":"neutral","sentiment_score":0.08052549883723259},{"text":"That's no problem.","start":58.93,"end":59.99,"sentiment":"neutral","sentiment_score":0.15637125571568808},{"text":"I will have this noted, Ted.","start":60.45,"end":62.13,"sentiment":"neutral","sentiment_score":0.0772103580335776}],"sentiment":"neutral","sentiment_score":0.06795996733542,"channel":0,"num_words":14,"start":56.545,"end":62.13},{"sentences":[{"text":"So by May, don't make a payment.","start":62.13,"end":64.47,"sentiment":"neutral","sentiment_score":-0.046185136905738285},{"text":"I will credit the extra amount for your next invoice.","start":64.85,"end":68.55,"sentiment":"neutral","sentiment_score":0.021234852634370326},{"text":"Okay?","start":68.61,"end":69.11,"sentiment":"neutral","sentiment_score":0.03126956522464752}],"sentiment":"neutral","sentiment_score":-0.004426548153989845,"channel":0,"num_words":18,"start":62.13,"end":69.11},{"sentences":[{"text":"Yeah.","start":68.68,"end":68.92,"sentiment":"neutral","sentiment_score":0.05101504549384117},{"text":"Okay.","start":68.92,"end":69.42,"sentiment":"neutral","sentiment_score":0.07853574305772781},{"text":"Okay.","start":69.479996,"end":69.96,"sentiment":"neutral","sentiment_score":0.12373984605073927},{"text":"No worries.","start":69.96,"end":70.65294,"sentiment":"neutral","sentiment_score":0.23587775230407715}],"sentiment":"neutral","sentiment_score":0.14500922784209253,"channel":1,"num_words":5,"start":68.68,"end":70.65294},{"sentences":[{"text":"Thank you, and have a good one, and be safe.","start":71.61294,"end":74.352936,"sentiment":"positive","sentiment_score":0.5004551380872726}],"sentiment":"positive","sentiment_score":0.5004551380872726,"channel":0,"num_words":10,"start":71.61294,"end":74.352936},{"sentences":[{"text":"You too.","start":74.73294,"end":75.13294,"sentiment":"neutral","sentiment_score":0.22227269411087036},{"text":"Bye.","start":75.13294,"end":75.63294,"sentiment":"neutral","sentiment_score":0.15898394584655762}],"sentiment":"neutral","sentiment_score":0.20117644468943277,"channel":1,"num_words":3,"start":74.73294,"end":75.63294},{"sentences":[{"text":"Bye bye.","start":75.852936,"end":76.59294,"sentiment":"neutral","sentiment_score":0.10304239764809608}],"sentiment":"neutral","sentiment_score":0.10304239764809608,"channel":0,"num_words":2,"start":75.852936,"end":76.59294}]},"summary":{"result":"success","short":"An agent from Airtel calls a customer named Giannoon T effort to inform them about duplicate payments made to their account. The agent offers to refund the extra payment and credit the next invoice, but the customer requests to avoid making a payment on the May invoice. The agent agrees to refund the extra payment and credit the next invoice."},"intents":{"segments":[{"text":"I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount You can't be, like, credit on the next amount. May invoice. Okay.","start_word":80,"end_word":119,"intents":[{"intent":"Refund extra amount","confidence_score":0.008183644}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. Can you Good hear afternoon. me better? Hi. This is accounts from Airtel. Am I speaking to Giannoon Tapatia? Yeah. Hi. How are you today?","start_word":0,"end_word":27,"sentiment":"neutral","sentiment_score":0.10372693091630936},{"text":"I'm fine. That's great to hear.","start_word":28,"end_word":33,"sentiment":"positive","sentiment_score":0.5361366271972656},{"text":"Again, I've called in today just to inform you that there are duplicate payments made on your account. You send a BPA payment, $79.95, and it there is a delayed posting on the payment, and then there was Yeah. another Yeah. payment process to the ANC. I just wanted to ask you, would you like to have it credited to your May invoice, or would you like me to refund you the extra amount You can't be, like, credit on the next amount. May invoice. Okay. Sure, sir. That's no problem. I will have this noted, Ted. So by May, don't make a payment. I will credit the extra amount for your next invoice. Okay? Yeah. Okay. Okay. No worries.","start_word":34,"end_word":153,"sentiment":"neutral","sentiment_score":-0.05588562041521072},{"text":"Thank you, and have a good one, and be safe.","start_word":154,"end_word":163,"sentiment":"positive","sentiment_score":0.49821197986602783},{"text":"You too. Bye. Bye bye.","start_word":164,"end_word":168,"sentiment":"neutral","sentiment_score":0.15558388829231262}],"average":{"sentiment":"neutral","sentiment_score":0.042684609772729094}}}}