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May I have your full name, please? Thank you, Vijay. And your birthday, please? December '96. Okay. Thank you so much. And if I heard you right, you said you are requesting to cancel your services due to moving out from this premises? Okay. If you would like, we can also get your address and see if we can provide you services. In that way, you don't need to cancel your services, and we just reconnect the service to your new premises. And then we can provide oh, so I got it. So there there's an existing Internet services where you are moving in. I see. Got it. So our cancellation process is like this. Thank you so much for giving us a call. It should be requested over a phone call for security measure, and also it's require thirty days notice. If I may ask, what is your preferred date to cancel your services? Yeah. I understand. End of next week. Okay. End of next week. Oh, I understand that. Yeah. That is correct, Luigi. Your contract has been fulfilled. However, that would be fine. But thirty days now, this is required to whichever account. Either it's in lock in contract or no contract because we are paying in advance to the network. Reason why we are requiring our customer to provide us a thirty days notice. In that way, that notice should be also sent to our network provider. And you said the second week of this month? Which date again? '20 second. Okay. Yeah. That's right. I did see in here that it was paid for August, but let me just check further how it works, what will be the final bill for us to cover your thirty days notice from today that we are have you on the line. Okay? One moment here. Thank you. Thank you so much for patiently waiting on the line, Vijay. Alright. So as per checking here, the final invoice or amount that you need to pay is $26.65, and this will be sent on or before August 20, the cancel date oh, '22, your cancellation date request. Yeah. $26 60 5 cents. Yeah. Here's the thing. Let me explain how it works. Okay? Thirty days notice, it means to say, if you would like to have it canceled on the '22, you should call us July 22 in yeah. It's that's right. Thirty days from today is only ten days from August 10 to September 10. So, technically, your last invoice will only cover ten days. You don't need to pay for the full month. Okay? So no. It's not. The recurring invoice that you receive cover the full month. However, that's not cover your thirty days notice because we're counting the days that we talk to the customer over the phone, confirm their request to cancel the service. Like, for example, the services that was paid today is for August. I understand. However, what we are to trying to do here is to comply with the thirty days notice. So thirty days will be counted from the date. Our billing date all active in services active account is being sent an invoice every first of each month that will cover the full month of a current month. Like, for example, your bill, August bill, you receive it first of the month, and that's cover from August 1 to the end of the month. I understand that you are canceling it on the twenty second. So you're thinking that you already paid for the full month. However, the thirty days notice, it's a separate one. Even though you paid the full amount, that's considered your active services, But you called in today to cancel your services, and that's not counted the thirty days notice because we are paying the services in advance. The September services has been paid from our end. Yeah. That's right. So Today is September August 10. Right? August 10. So we count your serve thirty days notice from August 10 to September 10. However, our billing process is every first of each month. Reason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice. Yeah. I understand your concern. No. It's not. Today is August ten. Oh, I'm sorry. What what $20 you're concerned? Yes. No. It's not. It should be from August August 10 to September ten. Yes. Your thirty days notice is from today. And then to cover, September 10. Yes. Correct. Okay. I got what you are trying to say now. One moment. Let me just modify this and refresh the system. Okay. One moment. We don't want to do that from you, Vijay. We valued you as a customer. It just so happened we have to explain the thirty days notice on our end how it works. Okay? With this simple amount, we don't want to get this to the complaint or what. I understand how it works in lodging a complaint. It's a lengthy process, a stress process. So we don't want to do that to you, mister Vijay. So let me see what I can do in regards to this small amount. Okay? This is not a problem. Thank you. Just stay on the line. Thank you so much for patiently waiting on the line, Vijay. Okay. Not a problem. With the last bill, I was able to get an approval to consider your last payment this month as your final payment, and then we'll go ahead and waive that small amount. And then also, on the twenty second, once the do you have any specific time on that date to have your services canceled? Because we're usually processing during morning. That would be fine. Oh, okay. I got it. And then once the cancellation has been completed, you'll also receive an email confirmation that your services has been canceled. And, again, we appreciate the time you spent today. You're telling in case you need our services in the future, just feel free to give us a call. Okay? Yeah. You're welcome. You do have a great day. Thank you. 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Good afternoon. This is Airtel accounts. How may I help you today? Oh, thank you so much for your call.\n\nLet me just go ahead and pull out your account here. May I have your full name, please? Thank you, Vijay. And your birthday, please? December '96.\n\nOkay. Thank you so much. And if I heard you right, you said you are requesting to cancel your services due to moving out from this premises? Okay. If you would like, we can also get your address and see if we can provide you services.\n\nIn that way, you don't need to cancel your services, and we just reconnect the service to your new premises. And then we can provide oh, so I got it. So there there's an existing Internet services where you are moving in. I see. Got it.\n\nSo our cancellation process is like this. Thank you so much for giving us a call. It should be requested over a phone call for security measure, and also it's require thirty days notice. If I may ask, what is your preferred date to cancel your services? Yeah.\n\nI understand. End of next week. Okay. End of next week. Oh, I understand that.\n\nYeah. That is correct, Luigi. Your contract has been fulfilled. However, that would be fine. But thirty days now, this is required to whichever account.\n\nEither it's in lock in contract or no contract because we are paying in advance to the network. Reason why we are requiring our customer to provide us a thirty days notice. In that way, that notice should be also sent to our network provider. And you said the second week of this month? Which date again?\n\n'20 second. Okay. Yeah. That's right. I did see in here that it was paid for August, but let me just check further how it works, what will be the final bill for us to cover your thirty days notice from today that we are have you on the line.\n\nOkay? One moment here. Thank you. Thank you so much for patiently waiting on the line, Vijay. Alright.\n\nSo as per checking here, the final invoice or amount that you need to pay is $26.65, and this will be sent on or before August 20, the cancel date oh, '22, your cancellation date request. Yeah. $26 60 5 cents. Yeah. Here's the thing.\n\nLet me explain how it works. Okay? Thirty days notice, it means to say, if you would like to have it canceled on the '22, you should call us July 22 in yeah. It's that's right. Thirty days from today is only ten days from August 10 to September 10.\n\nSo, technically, your last invoice will only cover ten days. You don't need to pay for the full month. Okay? So no. It's not.\n\nThe recurring invoice that you receive cover the full month. However, that's not cover your thirty days notice because we're counting the days that we talk to the customer over the phone, confirm their request to cancel the service. Like, for example, the services that was paid today is for August. I understand. However, what we are to trying to do here is to comply with the thirty days notice.\n\nSo thirty days will be counted from the date. Our billing date all active in services active account is being sent an invoice every first of each month that will cover the full month of a current month. Like, for example, your bill, August bill, you receive it first of the month, and that's cover from August 1 to the end of the month. I understand that you are canceling it on the twenty second. So you're thinking that you already paid for the full month.\n\nHowever, the thirty days notice, it's a separate one. Even though you paid the full amount, that's considered your active services, But you called in today to cancel your services, and that's not counted the thirty days notice because we are paying the services in advance. The September services has been paid from our end. Yeah. That's right.\n\nSo Today is September August 10. Right? August 10. So we count your serve thirty days notice from August 10 to September 10. However, our billing process is every first of each month.\n\nReason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice. Yeah. I understand your concern. No. It's not.\n\nToday is August ten. Oh, I'm sorry. What what $20 you're concerned? Yes. No.\n\nIt's not. It should be from August August 10 to September ten. Yes. Your thirty days notice is from today. And then to cover, September 10.\n\nYes. Correct. Okay. I got what you are trying to say now. One moment.\n\nLet me just modify this and refresh the system. Okay. One moment. We don't want to do that from you, Vijay. We valued you as a customer.\n\nIt just so happened we have to explain the thirty days notice on our end how it works. Okay? With this simple amount, we don't want to get this to the complaint or what. I understand how it works in lodging a complaint. It's a lengthy process, a stress process.\n\nSo we don't want to do that to you, mister Vijay. So let me see what I can do in regards to this small amount. Okay? This is not a problem. Thank you.\n\nJust stay on the line. Thank you so much for patiently waiting on the line, Vijay. Okay. Not a problem. With the last bill, I was able to get an approval to consider your last payment this month as your final payment, and then we'll go ahead and waive that small amount.\n\nAnd then also, on the twenty second, once the do you have any specific time on that date to have your services canceled? Because we're usually processing during morning. That would be fine. Oh, okay. I got it.\n\nAnd then once the cancellation has been completed, you'll also receive an email confirmation that your services has been canceled. And, again, we appreciate the time you spent today. You're telling in case you need our services in the future, just feel free to give us a call. Okay? Yeah.\n\nYou're welcome. You do have a great day. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.32,"sentiment":"neutral","sentiment_score":0.22368943691253665},{"text":"Good afternoon.","start":0.32,"end":0.98,"sentiment":"positive","sentiment_score":0.3901713490486145},{"text":"This is Airtel accounts.","start":1.04,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.3103238716721535},{"text":"How may I help you today?","start":2.3999999,"end":3.6999998,"sentiment":"positive","sentiment_score":0.36780714492003125},{"text":"Oh, thank you so much for your call.","start":10.48,"end":12.08,"sentiment":"positive","sentiment_score":0.435806704685092}],"sentiment":"positive","sentiment_score":0.37802972041425253,"num_words":21,"start":0.16,"end":12.08},{"sentences":[{"text":"Let me just go ahead and pull out your account here.","start":12.08,"end":14.655,"sentiment":"neutral","sentiment_score":0.21213571727275848},{"text":"May I have your full name, please?","start":14.815,"end":16.914999,"sentiment":"neutral","sentiment_score":0.10563590271132332},{"text":"Thank you, Vijay.","start":20.095,"end":21.395,"sentiment":"neutral","sentiment_score":0.3156958818435669},{"text":"And your birthday, please?","start":21.455,"end":22.994999,"sentiment":"neutral","sentiment_score":0.0634907241910696},{"text":"December '96.","start":27.289999,"end":29.77,"sentiment":"neutral","sentiment_score":0.011820199433714151}],"sentiment":"neutral","sentiment_score":0.159171672227482,"num_words":27,"start":12.08,"end":29.77},{"sentences":[{"text":"Okay.","start":29.77,"end":30.25,"sentiment":"neutral","sentiment_score":0.0990782082080841},{"text":"Thank you so much.","start":30.25,"end":31.55,"sentiment":"neutral","sentiment_score":0.32984207570552826},{"text":"And if I heard you right, you said you are requesting to cancel your services due to moving out from this premises?","start":32.25,"end":38.67,"sentiment":"neutral","sentiment_score":-0.0752862940796397},{"text":"Okay.","start":40.345,"end":40.845,"sentiment":"neutral","sentiment_score":0.10436855256557465},{"text":"If you would like, we can also get your address and see if we can provide you services.","start":40.985,"end":46.045002,"sentiment":"neutral","sentiment_score":0.17473307914204067}],"sentiment":"neutral","sentiment_score":0.06547200040000936,"num_words":46,"start":29.77,"end":46.045002},{"sentences":[{"text":"In that way, you don't need to cancel your services, and we just reconnect the service to your new premises.","start":46.185,"end":52.765,"sentiment":"neutral","sentiment_score":0.14201800599694253},{"text":"And then we can provide oh, so I got it.","start":54.12,"end":62.84,"sentiment":"neutral","sentiment_score":-0.0451109116896987},{"text":"So there there's an existing Internet services where you are moving in.","start":62.84,"end":68.725,"sentiment":"neutral","sentiment_score":-0.006028274307027459},{"text":"I see.","start":68.725,"end":69.445,"sentiment":"neutral","sentiment_score":0.0057642534375190735},{"text":"Got it.","start":69.445,"end":70.185,"sentiment":"neutral","sentiment_score":0.02903382759541273}],"sentiment":"neutral","sentiment_score":0.051880605943986906,"num_words":46,"start":46.185,"end":70.185},{"sentences":[{"text":"So our cancellation process is like this.","start":70.244995,"end":74.244995,"sentiment":"neutral","sentiment_score":-0.02473875348057066},{"text":"Thank you so much for giving us a call.","start":74.244995,"end":76.085,"sentiment":"neutral","sentiment_score":0.27170277304119533},{"text":"It should be requested over a phone call for security measure, and also it's require thirty days notice.","start":76.085,"end":82.104996,"sentiment":"neutral","sentiment_score":-0.018297894754343562},{"text":"If I may ask, what is your preferred date to cancel your services?","start":82.4,"end":86.659996,"sentiment":"neutral","sentiment_score":-0.0701336981012271},{"text":"Yeah.","start":90.56,"end":91.06,"sentiment":"neutral","sentiment_score":-0.1502097249031067}],"sentiment":"neutral","sentiment_score":0.01835091202519834,"num_words":48,"start":70.244995,"end":91.06},{"sentences":[{"text":"I understand.","start":95.435,"end":96.255,"sentiment":"negative","sentiment_score":-0.36184707283973694},{"text":"End of next week.","start":98.715,"end":100.095,"sentiment":"neutral","sentiment_score":-0.15708979964256287},{"text":"Okay.","start":100.315,"end":100.815,"sentiment":"neutral","sentiment_score":-0.0562138706445694},{"text":"End of next week.","start":101.835,"end":103.375,"sentiment":"neutral","sentiment_score":-0.03919557947665453},{"text":"Oh, I understand that.","start":108.23,"end":109.67,"sentiment":"neutral","sentiment_score":-0.07325947843492031}],"sentiment":"neutral","sentiment_score":-0.1238724964360396,"num_words":15,"start":95.435,"end":109.67},{"sentences":[{"text":"Yeah.","start":109.67,"end":109.99,"sentiment":"neutral","sentiment_score":-0.011817645281553268},{"text":"That is correct, Luigi.","start":109.99,"end":111.37,"sentiment":"neutral","sentiment_score":0.006249007768929005},{"text":"Your contract has been fulfilled.","start":112.07,"end":113.93,"sentiment":"neutral","sentiment_score":0.007777430862188339},{"text":"However, that would be fine.","start":114.15,"end":116.33,"sentiment":"neutral","sentiment_score":-0.008144209533929825},{"text":"But thirty days now, this is required to whichever account.","start":116.55,"end":120.95,"sentiment":"neutral","sentiment_score":-0.14061309024691582}],"sentiment":"neutral","sentiment_score":-0.05579145640134811,"num_words":25,"start":109.67,"end":120.95},{"sentences":[{"text":"Either it's in lock in contract or no contract because we are paying in advance to the network.","start":120.95,"end":126.655,"sentiment":"neutral","sentiment_score":-0.13373039166132608},{"text":"Reason why we are requiring our customer to provide us a thirty days notice.","start":126.655,"end":130.655,"sentiment":"neutral","sentiment_score":-0.03796876221895218},{"text":"In that way, that notice should be also sent to our network provider.","start":130.655,"end":135.155,"sentiment":"neutral","sentiment_score":0.06362982581441219},{"text":"And you said the second week of this month?","start":135.295,"end":138.335,"sentiment":"neutral","sentiment_score":-0.0015284698456525803},{"text":"Which date again?","start":138.335,"end":139.395,"sentiment":"neutral","sentiment_score":-0.018351345012585323}],"sentiment":"neutral","sentiment_score":-0.03825144296544686,"num_words":57,"start":120.95,"end":139.395},{"sentences":[{"text":"'20 second.","start":144.19,"end":145.09,"sentiment":"neutral","sentiment_score":-0.03810876049101353},{"text":"Okay.","start":148.83,"end":149.33,"sentiment":"neutral","sentiment_score":-0.05162380263209343},{"text":"Yeah.","start":154.085,"end":154.405,"sentiment":"neutral","sentiment_score":-0.005474761128425598},{"text":"That's right.","start":154.405,"end":154.965,"sentiment":"neutral","sentiment_score":0.03905028011649847},{"text":"I did see in here that it was paid for August, but let me just check further how it works, what will be the final bill for us to cover your thirty days notice from today that we are have you on the line.","start":154.965,"end":168.5,"sentiment":"neutral","sentiment_score":0.03117763615128669}],"sentiment":"neutral","sentiment_score":0.026332009322941302,"num_words":50,"start":144.19,"end":168.5},{"sentences":[{"text":"Okay?","start":168.5,"end":168.98001,"sentiment":"neutral","sentiment_score":0.09125503897666933},{"text":"One moment here.","start":168.98001,"end":170.12001,"sentiment":"neutral","sentiment_score":0.09190767010052998},{"text":"Thank you.","start":170.26001,"end":171.0,"sentiment":"positive","sentiment_score":0.504612386226654},{"text":"Thank you so much for patiently waiting on the line, Vijay.","start":266.41498,"end":269.555,"sentiment":"positive","sentiment_score":0.6864353201606057},{"text":"Alright.","start":271.375,"end":271.775,"sentiment":"neutral","sentiment_score":0.13976964354515076}],"sentiment":"positive","sentiment_score":0.5037089437246323,"num_words":18,"start":168.5,"end":271.775},{"sentences":[{"text":"So as per checking here, the final invoice or amount that you need to pay is $26.65, and this will be sent on or before August 20, the cancel date oh, '22, your cancellation date request.","start":271.775,"end":287.68,"sentiment":"neutral","sentiment_score":-0.006129740944339169},{"text":"Yeah.","start":292.62,"end":293.02,"sentiment":"neutral","sentiment_score":-0.011800851672887802},{"text":"$26 60 5 cents.","start":293.02,"end":295.035,"sentiment":"neutral","sentiment_score":-0.08227865071967244},{"text":"Yeah.","start":299.115,"end":299.615,"sentiment":"neutral","sentiment_score":-0.009901167824864388},{"text":"Here's the thing.","start":299.915,"end":300.635,"sentiment":"neutral","sentiment_score":0.009549209020216646}],"sentiment":"neutral","sentiment_score":-0.012063103762488935,"num_words":45,"start":271.775,"end":300.635},{"sentences":[{"text":"Let me explain how it works.","start":300.635,"end":302.155,"sentiment":"neutral","sentiment_score":0.04276075027883053},{"text":"Okay?","start":302.155,"end":302.655,"sentiment":"neutral","sentiment_score":0.012138990685343742},{"text":"Thirty days notice, it means to say, if you would like to have it canceled on the '22, you should call us July 22 in yeah.","start":302.715,"end":319.65,"sentiment":"neutral","sentiment_score":-0.04374869174968738},{"text":"It's that's right.","start":319.65,"end":321.88998,"sentiment":"neutral","sentiment_score":-0.12682240207990012},{"text":"Thirty days from today is only ten days from August 10 to September 10.","start":321.88998,"end":327.70496,"sentiment":"neutral","sentiment_score":-0.11354263392942292}],"sentiment":"neutral","sentiment_score":-0.05677653148770332,"num_words":50,"start":300.635,"end":327.70496},{"sentences":[{"text":"So, technically, your last invoice will only cover ten days.","start":327.705,"end":332.125,"sentiment":"neutral","sentiment_score":-0.22291849851608275},{"text":"You don't need to pay for the full month.","start":332.745,"end":335.005,"sentiment":"neutral","sentiment_score":-0.22971760067674848},{"text":"Okay?","start":337.305,"end":337.625,"sentiment":"neutral","sentiment_score":-0.06485745310783386},{"text":"So no.","start":337.625,"end":345.94,"sentiment":"neutral","sentiment_score":-0.2538193315267563},{"text":"It's not.","start":345.94,"end":346.68,"sentiment":"negative","sentiment_score":-0.3959994912147522}],"sentiment":"neutral","sentiment_score":-0.2358807704101006,"num_words":24,"start":327.705,"end":346.68},{"sentences":[{"text":"The recurring invoice that you receive cover the full month.","start":347.06,"end":351.46,"sentiment":"negative","sentiment_score":-0.3720941573381424},{"text":"However, that's not cover your thirty days notice because we're counting the days that we talk to the customer over the phone, confirm their request to cancel the service.","start":351.46,"end":362.975,"sentiment":"negative","sentiment_score":-0.40225933235267114},{"text":"Like, for example, the services that was paid today is for August.","start":363.915,"end":368.38998,"sentiment":"neutral","sentiment_score":-0.060270493074009814},{"text":"I understand.","start":368.38998,"end":369.12997,"sentiment":"neutral","sentiment_score":-0.09401801973581314},{"text":"However, what we are to trying to do here is to comply with the thirty days notice.","start":369.27,"end":373.77,"sentiment":"neutral","sentiment_score":-0.1730760568205048}],"sentiment":"neutral","sentiment_score":-0.2748576733416745,"num_words":70,"start":347.06,"end":373.77},{"sentences":[{"text":"So thirty days will be counted from the date.","start":373.99,"end":376.81,"sentiment":"neutral","sentiment_score":-0.046175227810939155},{"text":"Our billing date all active in services active account is being sent an invoice every first of each month that will cover the full month of a current month.","start":391.325,"end":403.56998,"sentiment":"neutral","sentiment_score":-0.0125103575530751},{"text":"Like, for example, your bill, August bill, you receive it first of the month, and that's cover from August 1 to the end of the month.","start":403.87,"end":412.755,"sentiment":"neutral","sentiment_score":-0.02962690398383599},{"text":"I understand that you are canceling it on the twenty second.","start":412.995,"end":416.535,"sentiment":"neutral","sentiment_score":-0.2892173352566632},{"text":"So you're thinking that you already paid for the full month.","start":416.755,"end":419.875,"sentiment":"neutral","sentiment_score":-0.21329842101443897}],"sentiment":"neutral","sentiment_score":-0.0822831423476685,"num_words":86,"start":373.99,"end":419.875},{"sentences":[{"text":"However, the thirty days notice, it's a separate one.","start":419.875,"end":423.315,"sentiment":"neutral","sentiment_score":-0.18976866205533346},{"text":"Even though you paid the full amount, that's considered your active services, But you called in today to cancel your services, and that's not counted the thirty days notice because we are paying the services in advance.","start":423.315,"end":436.7,"sentiment":"neutral","sentiment_score":-0.31280600742713827},{"text":"The September services has been paid from our end.","start":437.48,"end":440.955,"sentiment":"neutral","sentiment_score":-0.19231535659896004},{"text":"Yeah.","start":457.61002,"end":458.11002,"sentiment":"neutral","sentiment_score":-0.041070811450481415},{"text":"That's right.","start":458.57,"end":459.29,"sentiment":"neutral","sentiment_score":-0.013339474797248842}],"sentiment":"neutral","sentiment_score":-0.26000565868513337,"num_words":58,"start":419.875,"end":459.29},{"sentences":[{"text":"So Today is September August 10.","start":459.29,"end":475.685,"sentiment":"neutral","sentiment_score":-0.015475617100795112},{"text":"Right?","start":475.685,"end":476.185,"sentiment":"neutral","sentiment_score":0.013222433626651764},{"text":"August 10.","start":476.48502,"end":477.385,"sentiment":"neutral","sentiment_score":0.011171355843544006},{"text":"So we count your serve thirty days notice from August 10 to September 10.","start":477.445,"end":483.385,"sentiment":"neutral","sentiment_score":0.022534182827387537},{"text":"However, our billing process is every first of each month.","start":484.09,"end":488.57,"sentiment":"neutral","sentiment_score":-0.13157612830400467}],"sentiment":"neutral","sentiment_score":-0.03204761456811067,"num_words":33,"start":459.29,"end":488.57},{"sentences":[{"text":"Reason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice.","start":488.57,"end":497.95,"sentiment":"neutral","sentiment_score":-0.08495372685569304},{"text":"Yeah.","start":512.73,"end":512.97,"sentiment":"neutral","sentiment_score":-0.02155771292746067},{"text":"I understand your concern.","start":512.97,"end":514.59,"sentiment":"neutral","sentiment_score":-0.07752661220729351},{"text":"No.","start":520.33,"end":520.49,"sentiment":"neutral","sentiment_score":-0.3114980161190033},{"text":"It's not.","start":520.49,"end":521.31,"sentiment":"neutral","sentiment_score":-0.22978229075670242}],"sentiment":"neutral","sentiment_score":-0.09704221098550729,"num_words":35,"start":488.57,"end":521.31},{"sentences":[{"text":"Today is August ten.","start":521.61,"end":523.23,"sentiment":"neutral","sentiment_score":-0.10206325352191925},{"text":"Oh, I'm sorry.","start":549.815,"end":550.45496,"sentiment":"neutral","sentiment_score":-0.1586793859799703},{"text":"What what $20 you're concerned?","start":550.45496,"end":552.475,"sentiment":"neutral","sentiment_score":-0.15199716091156007},{"text":"Yes.","start":559.89496,"end":560.39496,"sentiment":"neutral","sentiment_score":-0.011461695656180382},{"text":"No.","start":578.75,"end":579.25,"sentiment":"neutral","sentiment_score":-0.2416665256023407}],"sentiment":"neutral","sentiment_score":-0.13552894270313637,"num_words":14,"start":521.61,"end":579.25},{"sentences":[{"text":"It's not.","start":579.47003,"end":580.37,"sentiment":"neutral","sentiment_score":-0.17119750380516052},{"text":"It should be from August August 10 to September ten.","start":581.185,"end":584.965,"sentiment":"neutral","sentiment_score":-0.17302754521369934},{"text":"Yes.","start":587.905,"end":588.30505,"sentiment":"neutral","sentiment_score":-0.015428820624947548},{"text":"Your thirty days notice is from today.","start":588.30505,"end":590.72504,"sentiment":"neutral","sentiment_score":-0.02164855333311217},{"text":"And then to cover, September 10.","start":591.505,"end":594.80505,"sentiment":"neutral","sentiment_score":-0.03591368036965529}],"sentiment":"neutral","sentiment_score":-0.09442773984315303,"num_words":26,"start":579.47003,"end":594.80505},{"sentences":[{"text":"Yes.","start":607.38,"end":607.88,"sentiment":"neutral","sentiment_score":0.02966269850730896},{"text":"Correct.","start":607.94,"end":608.44,"sentiment":"neutral","sentiment_score":-0.0325494222342968},{"text":"Okay.","start":620.815,"end":621.315,"sentiment":"neutral","sentiment_score":0.009581810794770718},{"text":"I got what you are trying to say now.","start":621.53503,"end":623.53503,"sentiment":"neutral","sentiment_score":-0.011065658802787462},{"text":"One moment.","start":623.53503,"end":624.275,"sentiment":"neutral","sentiment_score":-0.012791713699698448}],"sentiment":"neutral","sentiment_score":-0.0084628049683358,"num_words":14,"start":607.38,"end":624.275},{"sentences":[{"text":"Let me just modify this and refresh the system.","start":624.77,"end":629.35,"sentiment":"neutral","sentiment_score":-0.0049393024916450185},{"text":"Okay.","start":630.93,"end":631.41,"sentiment":"neutral","sentiment_score":-0.0019732527434825897},{"text":"One moment.","start":631.41,"end":632.15,"sentiment":"neutral","sentiment_score":-0.017805146984755993},{"text":"We don't want to do that from you, Vijay.","start":639.495,"end":641.815,"sentiment":"neutral","sentiment_score":-0.2730658741460906},{"text":"We valued you as a customer.","start":641.815,"end":643.515,"sentiment":"neutral","sentiment_score":0.27019011229276657}],"sentiment":"neutral","sentiment_score":-0.03401812824800059,"num_words":27,"start":624.77,"end":643.515},{"sentences":[{"text":"It just so happened we have to explain the thirty days notice on our end how it works.","start":643.575,"end":649.09503,"sentiment":"neutral","sentiment_score":0.06765906699001789},{"text":"Okay?","start":649.09503,"end":649.59503,"sentiment":"neutral","sentiment_score":-0.013089250773191452},{"text":"With this simple amount, we don't want to get this to the complaint or what.","start":649.815,"end":656.24005,"sentiment":"neutral","sentiment_score":-0.32034611105918886},{"text":"I understand how it works in lodging a complaint.","start":656.24005,"end":659.22003,"sentiment":"neutral","sentiment_score":-0.19645432300037807},{"text":"It's a lengthy process, a stress process.","start":659.28,"end":661.62006,"sentiment":"neutral","sentiment_score":-0.2606173370565687}],"sentiment":"neutral","sentiment_score":-0.1438565595448017,"num_words":50,"start":643.575,"end":661.62006},{"sentences":[{"text":"So we don't want to do that to you, mister Vijay.","start":661.84,"end":664.58,"sentiment":"neutral","sentiment_score":-0.30238129232417454},{"text":"So let me see what I can do in regards to this small amount.","start":664.88,"end":668.4,"sentiment":"neutral","sentiment_score":0.005657855022166457},{"text":"Okay?","start":668.4,"end":668.895,"sentiment":"neutral","sentiment_score":0.025458520278334618},{"text":"This is not a problem.","start":669.055,"end":670.35504,"sentiment":"neutral","sentiment_score":0.11033561080694199},{"text":"Thank you.","start":670.815,"end":671.53503,"sentiment":"positive","sentiment_score":0.44600825011730194}],"sentiment":"neutral","sentiment_score":-0.053873671839634575,"num_words":33,"start":661.84,"end":671.53503},{"sentences":[{"text":"Just stay on the line.","start":671.53503,"end":672.835,"sentiment":"neutral","sentiment_score":0.3166721522808075},{"text":"Thank you so much for patiently waiting on the line, Vijay.","start":799.57,"end":802.71,"sentiment":"positive","sentiment_score":0.4183194393461401},{"text":"Okay.","start":803.89,"end":804.39,"sentiment":"neutral","sentiment_score":0.08106131851673126},{"text":"Not a problem.","start":804.61,"end":805.51,"sentiment":"neutral","sentiment_score":0.09904857228199641},{"text":"With the last bill, I was able to get an approval to consider your last payment this month as your final payment, and then we'll go ahead and waive that small amount.","start":805.57,"end":817.485,"sentiment":"neutral","sentiment_score":0.01957618520827964}],"sentiment":"neutral","sentiment_score":0.13825999146613938,"num_words":52,"start":671.53503,"end":817.485},{"sentences":[{"text":"And then also, on the twenty second, once the do you have any specific time on that date to have your services canceled?","start":817.945,"end":827.005,"sentiment":"neutral","sentiment_score":-0.03571731730809678},{"text":"Because we're usually processing during morning.","start":828.04,"end":830.54,"sentiment":"neutral","sentiment_score":-0.08660583073894183},{"text":"That would be fine.","start":831.48,"end":832.69995,"sentiment":"neutral","sentiment_score":-0.003251158632338047},{"text":"Oh, okay.","start":835.16,"end":836.22,"sentiment":"neutral","sentiment_score":-0.19494731724262238},{"text":"I got it.","start":838.51996,"end":839.39996,"sentiment":"neutral","sentiment_score":0.0013466142117977142}],"sentiment":"neutral","sentiment_score":-0.04578928181313371,"num_words":38,"start":817.945,"end":839.39996},{"sentences":[{"text":"And then once the cancellation has been completed, you'll also receive an email confirmation that your services has been canceled.","start":839.39996,"end":847.315,"sentiment":"neutral","sentiment_score":0.09685260467231274},{"text":"And, again, we appreciate the time you spent today.","start":847.455,"end":850.17505,"sentiment":"positive","sentiment_score":0.4825572537051307},{"text":"You're telling in case you need our services in the future, just feel free to give us a call.","start":850.17505,"end":854.41504,"sentiment":"neutral","sentiment_score":0.25501285571801036},{"text":"Okay?","start":854.41504,"end":854.91504,"sentiment":"neutral","sentiment_score":0.10914447158575058},{"text":"Yeah.","start":856.15497,"end":856.475,"sentiment":"positive","sentiment_score":0.6783567070960999}],"sentiment":"neutral","sentiment_score":0.23825625628232955,"num_words":50,"start":839.39996,"end":856.475},{"sentences":[{"text":"You're welcome.","start":856.475,"end":857.355,"sentiment":"positive","sentiment_score":0.7929458022117615},{"text":"You do have a great day.","start":857.355,"end":858.975,"sentiment":"positive","sentiment_score":0.8519392013549805},{"text":"Thank you.","start":860.15497,"end":860.71497,"sentiment":"positive","sentiment_score":0.7420892119407654},{"text":"Bye 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I would like to cancel the Internet connection since I'm moving apartments. Vijay Bufalen. How was it? 12/24/1996. Yes. Yes. No. I'm actually moving to a, like, you know, a share house. I think they're totally there. So I wouldn't need my own. Yeah. Yes. Yeah. Yes. Yes. Mhmm. So twenty, thirty days of notice? Because I'm not in contract, and I've paid paid out this month. So I would like to cancel it by end of next week if yeah. Because we've just, you know, re received, you know, confirmation from the other apartment, like, the other house I'm moving in. So yeah. So I'm moving out on the twenty second. So I don't know if it if that's possible. Yeah. If not, I I think I've just paid the bill for a couple of like, two days ago. So whenever that bill yeah. Mhmm. Alright. Okay. Yes. Yep. So it's $26 more. Did haven't I just paid paid paid, like, $80 from the eleventh? So Okay. Then let let's just take it, you know, thirty days from today then because I don't want to Correct. So today is the yep. And I paid till eight I paid from the eleventh for August 11 to the September 11. Is it not right? Yep. I understand that. So it'll be charged prorated if the if I understand prorated because I've worked in telecom industry for nearly five years. Right? So if sorry. Can you tell me what's the billing date? What's the what have I paid to? So it was invoiced on the first of August. I understand that. I'm I'm also paying in the paying it in advance, but my thirty days will have to cover the money I've paid already. That's how prorated works. Right? Because I've been what I worked I worked at Telstra and adopted. So I completely understand the thirty day notice period, which I've missed, but it it still should cover most of the month. Is is that not right? So it would be less than $26. I I understand I have to pay a bit more, but I just don't understand why it's $26. Correct. Yep. Well, k. Would you be able to send me an email about that? Because if it's from the tenth, if you ask for your next, it's till the September 9, not the tenth. Because you're because if you if you if it's thirty days, it's still September 29. Correct? It is. If if you if you if you can't it is it is from today. You choose the day from today. I don't know if you use Salesforce or Cebu. It's one of those in our system, and I am quite adept at both. So my question is, if it's from today, it's still the September, and it should be $20 or so, not not $20.27 or 29 that you say. That's what that's my concern. So your prorator is calculated on per day basis. Is that not right? So it's the September 9 because I'm calling in today. So if it's thirty days, you are telling me one month in total. So from tenth to the tenth, that's not how it works. It should work thirty days, then it should be the ninth of ninth of September counting from today. Is that not right? But you just told me that it it no. No. You just told me that it's thirty days late. Right? Yeah. So counting from today because it will not be September, December, tenth. It'll be September 9. It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days. Right? Then how it is $27? It's it's roughly what? $2.5 a day. So it should come around $21, not 27, like you said. Yeah. Because if that's that's the case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint. Yep. Yeah. Alright. Okay. Yep. Mhmm. Alright. Yep. Mhmm. No. No. No. I'd be be okay in there. Yes. Because by the time, I vacate on the evening of twenty first, but I will not be in have access to the apartment anyway. Mhmm. Alright. Thank you so much. 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I would like to cancel the Internet connection since I'm moving apartments. Vijay Bufalen. How was it? 12/24/1996.\n\nYes. Yes. No. I'm actually moving to a, like, you know, a share house. I think they're totally there.\n\nSo I wouldn't need my own. Yeah. Yes. Yeah. Yes.\n\nYes. Mhmm. So twenty, thirty days of notice? Because I'm not in contract, and I've paid paid out this month. So I would like to cancel it by end of next week if yeah.\n\nBecause we've just, you know, re received, you know, confirmation from the other apartment, like, the other house I'm moving in. So yeah. So I'm moving out on the twenty second. So I don't know if it if that's possible. Yeah.\n\nIf not, I I think I've just paid the bill for a couple of like, two days ago. So whenever that bill yeah. Mhmm. Alright. Okay.\n\nYes. Yep. So it's $26 more. Did haven't I just paid paid paid, like, $80 from the eleventh? So Okay.\n\nThen let let's just take it, you know, thirty days from today then because I don't want to Correct. So today is the yep. And I paid till eight I paid from the eleventh for August 11 to the September 11. Is it not right? Yep.\n\nI understand that. So it'll be charged prorated if the if I understand prorated because I've worked in telecom industry for nearly five years. Right? So if sorry. Can you tell me what's the billing date?\n\nWhat's the what have I paid to? So it was invoiced on the first of August. I understand that. I'm I'm also paying in the paying it in advance, but my thirty days will have to cover the money I've paid already. That's how prorated works.\n\nRight? Because I've been what I worked I worked at Telstra and adopted. So I completely understand the thirty day notice period, which I've missed, but it it still should cover most of the month. Is is that not right? So it would be less than $26.\n\nI I understand I have to pay a bit more, but I just don't understand why it's $26. Correct. Yep. Well, k. Would you be able to send me an email about that?\n\nBecause if it's from the tenth, if you ask for your next, it's till the September 9, not the tenth. Because you're because if you if you if it's thirty days, it's still September 29. Correct? It is. If if you if you if you can't it is it is from today.\n\nYou choose the day from today. I don't know if you use Salesforce or Cebu. It's one of those in our system, and I am quite adept at both. So my question is, if it's from today, it's still the September, and it should be $20 or so, not not $20.27 or 29 that you say. That's what that's my concern.\n\nSo your prorator is calculated on per day basis. Is that not right? So it's the September 9 because I'm calling in today. So if it's thirty days, you are telling me one month in total. So from tenth to the tenth, that's not how it works.\n\nIt should work thirty days, then it should be the ninth of ninth of September counting from today. Is that not right? But you just told me that it it no. No. You just told me that it's thirty days late.\n\nRight? Yeah. So counting from today because it will not be September, December, tenth. It'll be September 9. It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days.\n\nRight? Then how it is $27? It's it's roughly what? $2.5 a day. So it should come around $21, not 27, like you said.\n\nYeah. Because if that's that's the case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint. Yep. Yeah. Alright.\n\nOkay. Yep. Mhmm. Alright. Yep.\n\nMhmm. No. No. No. I'd be be okay in there.\n\nYes. Because by the time, I vacate on the evening of twenty first, but I will not be in have access to the apartment anyway. Mhmm. Alright. Thank you so much.\n\nYou too.","paragraphs":[{"sentences":[{"text":"Hey.","start":4.72,"end":4.96,"sentiment":"neutral","sentiment_score":-0.08311137557029724},{"text":"I would like to cancel the Internet connection since I'm moving apartments.","start":4.96,"end":8.82,"sentiment":"neutral","sentiment_score":-0.2648696166773637},{"text":"Vijay Bufalen.","start":17.785,"end":18.925,"sentiment":"neutral","sentiment_score":0.06449209712445736},{"text":"How was 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in contract, and I've paid paid out this month.","start":90.020004,"end":94.18,"sentiment":"neutral","sentiment_score":-0.3001601385573546},{"text":"So I would like to cancel it by end of next week if yeah.","start":94.18,"end":101.555,"sentiment":"neutral","sentiment_score":-0.2609932723322085}],"sentiment":"neutral","sentiment_score":-0.22494216553647728,"num_words":34,"start":68.215,"end":101.555},{"sentences":[{"text":"Because we've just, you know, re received, you know, confirmation from the other apartment, like, the other house I'm moving in.","start":101.774994,"end":109.695,"sentiment":"neutral","sentiment_score":-0.03192398164953504},{"text":"So yeah.","start":109.695,"end":110.674995,"sentiment":"neutral","sentiment_score":-0.008580232970416546},{"text":"So I'm moving out on the twenty second.","start":140.62001,"end":143.20001,"sentiment":"neutral","sentiment_score":-0.015338187338784337},{"text":"So I don't know if it if that's possible.","start":144.3,"end":146.88,"sentiment":"neutral","sentiment_score":-0.21372522082593706},{"text":"Yeah.","start":146.94,"end":147.44,"sentiment":"neutral","sentiment_score":-0.06670984625816345}],"sentiment":"neutral","sentiment_score":-0.06830503446299856,"num_words":41,"start":101.774994,"end":147.44},{"sentences":[{"text":"If not, I I think I've just paid the bill for a couple of like, two days ago.","start":148.46,"end":152.86,"sentiment":"neutral","sentiment_score":-0.13531075169642767},{"text":"So whenever that bill yeah.","start":152.86,"end":156.32,"sentiment":"neutral","sentiment_score":0.011754788458347322},{"text":"Mhmm.","start":166.405,"end":166.485,"sentiment":"neutral","sentiment_score":-0.020825400948524475},{"text":"Alright.","start":166.485,"end":166.985,"sentiment":"neutral","sentiment_score":0.10164879262447356},{"text":"Okay.","start":169.605,"end":170.1,"sentiment":"neutral","sentiment_score":0.09986764192581175}],"sentiment":"neutral","sentiment_score":-0.08446648287085387,"num_words":26,"start":148.46,"end":170.1},{"sentences":[{"text":"Yes.","start":270.59497,"end":271.07498,"sentiment":"neutral","sentiment_score":0.30829861760139465},{"text":"Yep.","start":271.07498,"end":271.57498,"sentiment":"neutral","sentiment_score":0.2068682163953781},{"text":"So it's $26 more.","start":290.38498,"end":292.085,"sentiment":"neutral","sentiment_score":-0.03184483852237463},{"text":"Did haven't I just paid paid paid, like, $80 from the eleventh?","start":293.66498,"end":298.5,"sentiment":"neutral","sentiment_score":-0.09035459098716576},{"text":"So Okay.","start":306.02,"end":315.275,"sentiment":"neutral","sentiment_score":-0.0167769780382514}],"sentiment":"neutral","sentiment_score":-0.03650107840076089,"num_words":20,"start":270.59497,"end":315.275},{"sentences":[{"text":"Then let let's just take it, you know, thirty days from today then because I don't want to Correct.","start":315.275,"end":333.39,"sentiment":"neutral","sentiment_score":-0.08934343155277402},{"text":"So today is the yep.","start":333.39,"end":336.29,"sentiment":"neutral","sentiment_score":-0.162092949450016},{"text":"And I paid till eight I paid from the eleventh for August 11 to the September 11.","start":337.07,"end":344.235,"sentiment":"neutral","sentiment_score":-0.1174402372802005},{"text":"Is it not right?","start":344.375,"end":345.435,"sentiment":"neutral","sentiment_score":-0.2630949541926384},{"text":"Yep.","start":364.43,"end":364.93,"sentiment":"neutral","sentiment_score":-0.041763242334127426}],"sentiment":"neutral","sentiment_score":-0.1217090660787147,"num_words":46,"start":315.275,"end":364.93},{"sentences":[{"text":"I understand that.","start":374.925,"end":375.725,"sentiment":"neutral","sentiment_score":-0.07223154107729594},{"text":"So it'll be charged prorated if the if I understand prorated because I've worked in telecom industry for nearly five years.","start":375.725,"end":382.205,"sentiment":"neutral","sentiment_score":-0.013969024421558493},{"text":"Right?","start":382.205,"end":382.705,"sentiment":"neutral","sentiment_score":-0.017024382948875427},{"text":"So if sorry.","start":383.01,"end":385.89,"sentiment":"neutral","sentiment_score":-0.06995497892300288},{"text":"Can you tell me what's the billing date?","start":385.89,"end":387.65002,"sentiment":"neutral","sentiment_score":-0.060866436921060085}],"sentiment":"neutral","sentiment_score":-0.03399624864363836,"num_words":36,"start":374.925,"end":387.65002},{"sentences":[{"text":"What's the what have I paid to?","start":387.65002,"end":390.47,"sentiment":"neutral","sentiment_score":-0.06259223818778992},{"text":"So it was invoiced on the first of August.","start":390.77002,"end":392.87,"sentiment":"neutral","sentiment_score":-0.013585319535599815},{"text":"I understand that.","start":437.56,"end":438.52,"sentiment":"neutral","sentiment_score":-0.18894379834334055},{"text":"I'm I'm also paying in the paying it in advance, but my thirty days will have to cover the money I've paid already.","start":438.52,"end":445.41998,"sentiment":"neutral","sentiment_score":-0.2492289478364198},{"text":"That's how prorated works.","start":445.8,"end":447.16,"sentiment":"neutral","sentiment_score":-0.018488822504878044}],"sentiment":"neutral","sentiment_score":-0.15072752235700254,"num_words":46,"start":387.65002,"end":447.16},{"sentences":[{"text":"Right?","start":447.16,"end":447.66,"sentiment":"neutral","sentiment_score":-0.002494601532816887},{"text":"Because I've been what I worked I worked at Telstra and adopted.","start":447.88,"end":451.985,"sentiment":"neutral","sentiment_score":-0.023614796654631693},{"text":"So I completely understand the thirty day notice period, which I've missed, but it it still should cover most of the month.","start":451.985,"end":460.865,"sentiment":"neutral","sentiment_score":-0.0657243820076639},{"text":"Is is that not right?","start":460.865,"end":462.15,"sentiment":"neutral","sentiment_score":-0.17556157410144807},{"text":"So it would be less than $26.","start":463.91,"end":465.75,"sentiment":"neutral","sentiment_score":-0.16776092989104135}],"sentiment":"neutral","sentiment_score":-0.08050942436811771,"num_words":47,"start":447.16,"end":465.75},{"sentences":[{"text":"I I understand I have to pay a bit more, but I just don't understand why it's $26.","start":465.75,"end":470.49,"sentiment":"neutral","sentiment_score":-0.31916476123862797},{"text":"Correct.","start":474.64502,"end":475.14502,"sentiment":"neutral","sentiment_score":0.010858099907636642},{"text":"Yep.","start":483.605,"end":484.105,"sentiment":"neutral","sentiment_score":-0.01775762438774109},{"text":"Well, k.","start":503.06,"end":504.865,"sentiment":"neutral","sentiment_score":0.04074470512568951},{"text":"Would you be able to send me an email about that?","start":504.865,"end":507.445,"sentiment":"neutral","sentiment_score":0.06554886089129881}],"sentiment":"neutral","sentiment_score":-0.14997994990059824,"num_words":33,"start":465.75,"end":507.445},{"sentences":[{"text":"Because if it's from the tenth, if you ask for your next, it's till the September 9, not the tenth.","start":507.505,"end":513.84503,"sentiment":"neutral","sentiment_score":-0.0022985292947851122},{"text":"Because you're because if you if you if it's thirty days, it's still September 29.","start":513.905,"end":518.405,"sentiment":"neutral","sentiment_score":-0.05486820389827093},{"text":"Correct?","start":519.08997,"end":519.58997,"sentiment":"neutral","sentiment_score":-0.0445060133934021},{"text":"It is.","start":521.41,"end":521.89,"sentiment":"neutral","sentiment_score":-0.15137718990445137},{"text":"If if you if you if you can't it is it is from today.","start":521.89,"end":525.26996,"sentiment":"neutral","sentiment_score":-0.11543708188193184}],"sentiment":"neutral","sentiment_score":-0.05446871507536763,"num_words":52,"start":507.505,"end":525.26996},{"sentences":[{"text":"You choose the day from today.","start":525.49,"end":527.19,"sentiment":"neutral","sentiment_score":-0.019607503588000934},{"text":"I don't know if you use Salesforce or Cebu.","start":527.41,"end":529.67,"sentiment":"neutral","sentiment_score":-0.18497895780536863},{"text":"It's one of those in our system, and I am quite adept at both.","start":529.81,"end":535.05505,"sentiment":"neutral","sentiment_score":0.06745724925505263},{"text":"So my question is, if it's from today, it's still the September, and it should be $20 or so, not not $20.27 or 29 that you say.","start":536.075,"end":545.695,"sentiment":"neutral","sentiment_score":-0.22772806606910848},{"text":"That's what that's my concern.","start":546.075,"end":547.455,"sentiment":"negative","sentiment_score":-0.3574672222137451}],"sentiment":"neutral","sentiment_score":-0.14383685323180723,"num_words":61,"start":525.49,"end":547.455},{"sentences":[{"text":"So your prorator is calculated on per day basis.","start":553.32,"end":557.48,"sentiment":"neutral","sentiment_score":-0.14465370608700645},{"text":"Is that not right?","start":557.48,"end":558.62,"sentiment":"neutral","sentiment_score":-0.15181000158190727},{"text":"So it's the September 9 because I'm calling in today.","start":561.195,"end":564.815,"sentiment":"neutral","sentiment_score":-0.02807877343147993},{"text":"So if it's thirty days, you are telling me one month in total.","start":565.11505,"end":568.47504,"sentiment":"neutral","sentiment_score":-0.09644910836449036},{"text":"So from tenth to the tenth, that's not how it works.","start":568.47504,"end":570.875,"sentiment":"neutral","sentiment_score":-0.11660651727156206}],"sentiment":"neutral","sentiment_score":-0.10056215306704348,"num_words":47,"start":553.32,"end":570.875},{"sentences":[{"text":"It should work thirty days, then it should be the ninth of ninth of September counting from today.","start":570.875,"end":576.39996,"sentiment":"neutral","sentiment_score":-0.004112830178605186},{"text":"Is that not right?","start":576.94,"end":577.92,"sentiment":"neutral","sentiment_score":-0.08854538388550282},{"text":"But you just told me that it it no.","start":580.7,"end":582.62,"sentiment":"neutral","sentiment_score":-0.13940654446681341},{"text":"No.","start":582.62,"end":582.86,"sentiment":"neutral","sentiment_score":-0.31410038471221924},{"text":"You just told me that it's thirty days late.","start":582.86,"end":585.76,"sentiment":"neutral","sentiment_score":-0.22820863293276894}],"sentiment":"neutral","sentiment_score":-0.09880120634305768,"num_words":41,"start":570.875,"end":585.76},{"sentences":[{"text":"Right?","start":587.86505,"end":588.36505,"sentiment":"neutral","sentiment_score":-0.0743584930896759},{"text":"Yeah.","start":591.065,"end":591.565,"sentiment":"neutral","sentiment_score":-0.011231372132897375},{"text":"So counting from today because it will not be September, December, tenth.","start":591.625,"end":596.585,"sentiment":"neutral","sentiment_score":-0.07061214341471593},{"text":"It'll be September 9.","start":596.585,"end":598.04504,"sentiment":"neutral","sentiment_score":-0.033698477782309055},{"text":"It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days.","start":598.18506,"end":605.84,"sentiment":"neutral","sentiment_score":-0.1429695360686468}],"sentiment":"neutral","sentiment_score":-0.10624460553432383,"num_words":41,"start":587.86505,"end":605.84},{"sentences":[{"text":"Right?","start":605.84,"end":606.34,"sentiment":"neutral","sentiment_score":-0.03519200533628464},{"text":"Then how it is $27?","start":608.88,"end":610.32,"sentiment":"neutral","sentiment_score":-0.00009588939137756824},{"text":"It's it's roughly what?","start":610.32,"end":611.28,"sentiment":"neutral","sentiment_score":0.0031484747887589037},{"text":"$2.5 a day.","start":611.28,"end":612.9,"sentiment":"neutral","sentiment_score":0.004310416212926309},{"text":"So it should come around $21, not 27, like you said.","start":613.04004,"end":619.105,"sentiment":"neutral","sentiment_score":0.014272916469384323}],"sentiment":"neutral","sentiment_score":0.006118990694327901,"num_words":24,"start":605.84,"end":619.105},{"sentences":[{"text":"Yeah.","start":629.66,"end":630.16,"sentiment":"neutral","sentiment_score":0.0009229201823472976},{"text":"Because if that's that's the case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint.","start":630.46,"end":636.56,"sentiment":"neutral","sentiment_score":-0.05116915553596548},{"text":"Yep.","start":649.78503,"end":650.28503,"sentiment":"neutral","sentiment_score":-0.0827094167470932},{"text":"Yeah.","start":661.07996,"end":661.57996,"sentiment":"neutral","sentiment_score":-0.1958504319190979},{"text":"Alright.","start":664.005,"end":664.505,"sentiment":"neutral","sentiment_score":-0.030356956645846367}],"sentiment":"neutral","sentiment_score":-0.055142896420035795,"num_words":26,"start":629.66,"end":664.505},{"sentences":[{"text":"Okay.","start":670.1625,"end":670.6625,"sentiment":"neutral","sentiment_score":0.2822686433792114},{"text":"Yep.","start":801.025,"end":801.3,"sentiment":"neutral","sentiment_score":0.3201155960559845},{"text":"Mhmm.","start":802.89996,"end":803.39996,"sentiment":"neutral","sentiment_score":0.07383767515420914},{"text":"Alright.","start":814.66,"end":814.995,"sentiment":"neutral","sentiment_score":0.036061689257621765},{"text":"Yep.","start":817.875,"end":818.375,"sentiment":"neutral","sentiment_score":0.03722677007317543}],"sentiment":"neutral","sentiment_score":0.14990207478404044,"num_words":5,"start":670.1625,"end":818.375},{"sentences":[{"text":"Mhmm.","start":820.675,"end":821.175,"sentiment":"neutral","sentiment_score":0.0029866285622119904},{"text":"No.","start":823.47504,"end":823.97504,"sentiment":"neutral","sentiment_score":-0.06999528408050537},{"text":"No.","start":826.275,"end":826.775,"sentiment":"neutral","sentiment_score":-0.10239511728286745},{"text":"No.","start":827.555,"end":827.71497,"sentiment":"neutral","sentiment_score":-0.09722850471735},{"text":"I'd be be okay in there.","start":827.71497,"end":829.23,"sentiment":"neutral","sentiment_score":-0.09453413883845012}],"sentiment":"neutral","sentiment_score":-0.08338371105492115,"num_words":10,"start":820.675,"end":829.23},{"sentences":[{"text":"Yes.","start":830.99,"end":831.38995,"sentiment":"neutral","sentiment_score":0.0003340914845466614},{"text":"Because by the time, I vacate on the evening of twenty first, but I will not be in have access to the apartment anyway.","start":831.38995,"end":837.97,"sentiment":"neutral","sentiment_score":-0.09745251651232441},{"text":"Mhmm.","start":842.91,"end":843.285,"sentiment":"neutral","sentiment_score":0.07669157534837723},{"text":"Alright.","start":854.725,"end":854.96497,"sentiment":"positive","sentiment_score":0.4295462369918823},{"text":"Thank you so much.","start":854.96497,"end":855.85486,"sentiment":"positive","sentiment_score":0.8256671279668808}],"sentiment":"neutral","sentiment_score":0.04743161352892076,"num_words":31,"start":830.99,"end":855.85486},{"sentences":[{"text":"You too.","start":859.21484,"end":859.8749,"sentiment":"positive","sentiment_score":0.6567374467849731}],"sentiment":"positive","sentiment_score":0.6567374467849731,"num_words":2,"start":859.21484,"end":859.8749}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hey. I would like to cancel the Internet connection since I'm moving apartments.\n\nChannel 0: Oh, thank you so much for your call. Let me just go ahead and pull out your account here. May I have your full name, please?\n\nChannel 1: Vijay Bufalen.\n\nChannel 0: Thank you, Vijay. And\n\nChannel 1: How\n\nChannel 0: your\n\nChannel 1: was\n\nChannel 0: birthday,\n\nChannel 1: it?\n\nChannel 0: please?\n\nChannel 1: 12/24/1996.\n\nChannel 0: December '96. Okay. Thank you so much. And if I heard you right, you said you are requesting to cancel your services due to moving out from this premises?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Okay. If you would like, we can also get your address and see if we can provide you services. In that way, you don't need to cancel your services, and we just reconnect the service to your new premises. And\n\nChannel 1: No.\n\nChannel 0: then\n\nChannel 1: I'm\n\nChannel 0: we can\n\nChannel 1: actually\n\nChannel 0: provide\n\nChannel 1: moving to a, like, you know, a share house. I think they're totally there. So I\n\nChannel 0: oh,\n\nChannel 1: wouldn't need my own. Yeah.\n\nChannel 0: so I got it. So there there's an existing Internet services\n\nChannel 1: Yes. Yeah.\n\nChannel 0: where\n\nChannel 1: Yes.\n\nChannel 0: you are moving\n\nChannel 1: Yes.\n\nChannel 0: in. I see. Got it. So our cancellation process is like this. Thank you so much for giving us a call.\n\nIt should be requested over a phone call for security measure,\n\nChannel 1: Mhmm.\n\nChannel 0: and also it's require thirty days notice. If I may ask, what is your preferred date to cancel your services?\n\nChannel 1: So twenty, thirty days of notice? Because\n\nChannel 0: Yeah.\n\nChannel 1: I'm not in contract, and I've paid paid out this month. So I would like\n\nChannel 0: I\n\nChannel 1: to cancel\n\nChannel 0: understand.\n\nChannel 1: it by end of next week if\n\nChannel 0: End of next week. Okay.\n\nChannel 1: yeah. Because\n\nChannel 0: End of\n\nChannel 1: we've\n\nChannel 0: next\n\nChannel 1: just, you\n\nChannel 0: week.\n\nChannel 1: know, re received, you know, confirmation from the other apartment, like, the\n\nChannel 0: Oh,\n\nChannel 1: other\n\nChannel 0: I\n\nChannel 1: house\n\nChannel 0: understand\n\nChannel 1: I'm moving\n\nChannel 0: that.\n\nChannel 1: in.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: That is\n\nChannel 1: yeah.\n\nChannel 0: correct, Luigi. Your contract has been fulfilled. However, that would be fine. But thirty days now, this is required to whichever account. Either it's in lock in contract or no contract because we are paying in advance to the network.\n\nReason why we are requiring our customer to provide us a thirty days notice. In that way, that notice should be also sent to our network provider. And you said the second week of this month? Which date again?\n\nChannel 1: So I'm moving out on the twenty second.\n\nChannel 0: '20\n\nChannel 1: So\n\nChannel 0: second.\n\nChannel 1: I don't know if it if that's possible. Yeah. If not,\n\nChannel 0: Okay.\n\nChannel 1: I I think I've just paid the bill for a couple of like, two days ago. So\n\nChannel 0: Yeah.\n\nChannel 1: whenever\n\nChannel 0: That's right. I\n\nChannel 1: that\n\nChannel 0: did\n\nChannel 1: bill\n\nChannel 0: see in here\n\nChannel 1: yeah.\n\nChannel 0: that it was paid for August, but let me just check further how it works, what will be the final bill for us to cover your thirty days notice from today\n\nChannel 1: Mhmm. Alright.\n\nChannel 0: that we are have you on the line. Okay? One moment\n\nChannel 1: Okay.\n\nChannel 0: here. Thank you. Thank you so much for patiently waiting on the line, Vijay.\n\nChannel 1: Yes. Yep.\n\nChannel 0: Alright. So as per checking here, the final invoice or amount that you need to pay is $26.65, and this will be sent on or before August 20, the cancel date oh, '22, your cancellation date request.\n\nChannel 1: So it's $26 more.\n\nChannel 0: Yeah. $26\n\nChannel 1: Did\n\nChannel 0: 60\n\nChannel 1: haven't\n\nChannel 0: 5\n\nChannel 1: I just\n\nChannel 0: cents.\n\nChannel 1: paid paid paid, like, $80 from the eleventh?\n\nChannel 0: Yeah. Here's the thing. Let me explain how it works. Okay? Thirty days notice, it means to say, if you\n\nChannel 1: So\n\nChannel 0: would like to have it canceled on the '22, you should call us July 22\n\nChannel 1: Okay. Then let let's just take it, you know, thirty days from today then because\n\nChannel 0: in yeah.\n\nChannel 1: I don't want\n\nChannel 0: It's\n\nChannel 1: to\n\nChannel 0: that's right. Thirty days from today is only ten days from August 10 to September 10. So, technically, your last invoice will only cover ten days. You don't\n\nChannel 1: Correct.\n\nChannel 0: need to\n\nChannel 1: So\n\nChannel 0: pay\n\nChannel 1: today\n\nChannel 0: for the full\n\nChannel 1: is\n\nChannel 0: month.\n\nChannel 1: the yep. And\n\nChannel 0: Okay?\n\nChannel 1: I paid\n\nChannel 0: So\n\nChannel 1: till eight I paid from the eleventh for August 11 to the September 11. Is it not right?\n\nChannel 0: no. It's not. The recurring invoice that you receive cover the full month. However, that's not cover your thirty days notice because we're counting the days that we talk to the customer over the phone, confirm their request to cancel the service. Like, for example,\n\nChannel 1: Yep.\n\nChannel 0: the services that was paid today is for August. I understand. However, what we are to trying to do here is to comply with the thirty days notice. So thirty days\n\nChannel 1: I\n\nChannel 0: will\n\nChannel 1: understand\n\nChannel 0: be counted\n\nChannel 1: that. So\n\nChannel 0: from\n\nChannel 1: it'll be\n\nChannel 0: the\n\nChannel 1: charged\n\nChannel 0: date.\n\nChannel 1: prorated if the if I understand prorated because I've worked in telecom industry for nearly five years. Right? So if sorry. Can you tell me what's the billing date? What's the what have I paid to?\n\nSo it was\n\nChannel 0: Our\n\nChannel 1: invoiced\n\nChannel 0: billing\n\nChannel 1: on the first\n\nChannel 0: date\n\nChannel 1: of August.\n\nChannel 0: all active in services active account is being sent an invoice every first of each month that will cover the full month of a current month. Like, for example, your bill, August bill, you receive it first of the month, and that's cover from August 1 to the end of the month. I understand that you are canceling it on the twenty second. So you're thinking that you already paid for the full month. However, the thirty days notice, it's a separate one.\n\nEven though you paid the full amount, that's considered your active services, But you called in today to cancel your services, and that's not counted the thirty days notice because we are paying the services in advance. The\n\nChannel 1: I understand\n\nChannel 0: September\n\nChannel 1: that. I'm\n\nChannel 0: services\n\nChannel 1: I'm also\n\nChannel 0: has\n\nChannel 1: paying\n\nChannel 0: been\n\nChannel 1: in the\n\nChannel 0: paid from\n\nChannel 1: paying\n\nChannel 0: our\n\nChannel 1: it\n\nChannel 0: end.\n\nChannel 1: in advance, but my thirty days will have to cover the money I've paid already. That's how prorated works. Right? Because I've been what I worked I worked at Telstra and adopted. So I completely understand the thirty day notice period, which I've missed, but\n\nChannel 0: Yeah.\n\nChannel 1: it it still\n\nChannel 0: That's\n\nChannel 1: should\n\nChannel 0: right.\n\nChannel 1: cover\n\nChannel 0: So\n\nChannel 1: most of the month. Is is that not right? So it would be less than $26. I I understand I have to pay a bit more, but I just don't understand why it's $26.\n\nChannel 0: Today is September\n\nChannel 1: Correct.\n\nChannel 0: August 10. Right? August 10. So we count your serve thirty days notice from August 10 to September 10.\n\nChannel 1: Yep.\n\nChannel 0: However, our billing process is every first of each month. Reason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice.\n\nChannel 1: Well, k. Would you be able to send me an email about that? Because if it's from the tenth, if you ask for your next, it's till the September 9,\n\nChannel 0: Yeah.\n\nChannel 1: not\n\nChannel 0: I\n\nChannel 1: the\n\nChannel 0: understand\n\nChannel 1: tenth.\n\nChannel 0: your\n\nChannel 1: Because\n\nChannel 0: concern.\n\nChannel 1: you're because if you if you if it's thirty days, it's still September 29. Correct?\n\nChannel 0: No. It's not.\n\nChannel 1: It\n\nChannel 0: Today\n\nChannel 1: is. If\n\nChannel 0: is\n\nChannel 1: if\n\nChannel 0: August\n\nChannel 1: you if you\n\nChannel 0: ten.\n\nChannel 1: if you can't it is it is from today. You choose the day from today. I don't know if you use Salesforce or Cebu. It's one of those in our system, and I am quite adept at both. So my question is, if it's from today, it's still the September, and it should be $20 or so, not not $20.27 or 29 that you say.\n\nThat's what that's my concern.\n\nChannel 0: Oh, I'm sorry. What what $20 you're concerned?\n\nChannel 1: So your prorator is calculated on per day basis. Is that not right?\n\nChannel 0: Yes.\n\nChannel 1: So it's the September 9 because I'm calling in today. So if it's thirty days, you are telling me one month in total. So from tenth to the tenth, that's not how it works. It should work thirty days, then it should be the ninth of ninth of September counting from today. Is that not right?\n\nChannel 0: No. It's not.\n\nChannel 1: But you just\n\nChannel 0: It\n\nChannel 1: told\n\nChannel 0: should\n\nChannel 1: me\n\nChannel 0: be\n\nChannel 1: that\n\nChannel 0: from\n\nChannel 1: it it\n\nChannel 0: August\n\nChannel 1: no. No.\n\nChannel 0: August\n\nChannel 1: You just\n\nChannel 0: 10\n\nChannel 1: told\n\nChannel 0: to\n\nChannel 1: me\n\nChannel 0: September\n\nChannel 1: that it's\n\nChannel 0: ten.\n\nChannel 1: thirty days late. Right?\n\nChannel 0: Yes. Your thirty days notice is from today.\n\nChannel 1: Yeah.\n\nChannel 0: And\n\nChannel 1: So\n\nChannel 0: then\n\nChannel 1: counting from\n\nChannel 0: to\n\nChannel 1: today\n\nChannel 0: cover,\n\nChannel 1: because\n\nChannel 0: September 10.\n\nChannel 1: it will not be September, December, tenth. It'll be September 9. It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days. Right?\n\nChannel 0: Yes. Correct.\n\nChannel 1: Then how it is $27? It's it's roughly what? $2.5 a day. So it should come around $21, not 27, like you said.\n\nChannel 0: Okay. I got what you are trying to say now. One moment. Let me just modify this and refresh the system.\n\nChannel 1: Yeah. Because if\n\nChannel 0: Okay.\n\nChannel 1: that's that's\n\nChannel 0: One\n\nChannel 1: the\n\nChannel 0: moment.\n\nChannel 1: case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint.\n\nChannel 0: We don't want to do that from you, Vijay. We valued you as a customer. It just so happened we have to explain the thirty days notice on our end how it works. Okay?\n\nChannel 1: Yep.\n\nChannel 0: With this simple amount, we don't want to get this to the complaint or what. I understand how it works in lodging a complaint. It's a lengthy process, a stress\n\nChannel 1: Yeah.\n\nChannel 0: process. So we don't want to do that to you, mister\n\nChannel 1: Alright.\n\nChannel 0: Vijay. So let me see what I can do in regards to this small amount. Okay? This is not a problem.\n\nChannel 1: Okay.\n\nChannel 0: Thank you. Just stay on the line. Thank you so much for patiently\n\nChannel 1: Yep.\n\nChannel 0: waiting on the line, Vijay.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay. Not a problem. With the last bill, I was able to get an approval to consider your last payment this month as your final payment,\n\nChannel 1: Alright.\n\nChannel 0: and then we'll go ahead and waive that small amount.\n\nChannel 1: Yep.\n\nChannel 0: And then also, on the twenty second,\n\nChannel 1: Mhmm.\n\nChannel 0: once the do you have any\n\nChannel 1: No.\n\nChannel 0: specific time on that date to have your services\n\nChannel 1: No.\n\nChannel 0: canceled?\n\nChannel 1: No. I'd be\n\nChannel 0: Because\n\nChannel 1: be\n\nChannel 0: we're\n\nChannel 1: okay\n\nChannel 0: usually\n\nChannel 1: in there.\n\nChannel 0: processing during morning.\n\nChannel 1: Yes. Because\n\nChannel 0: That would\n\nChannel 1: by the\n\nChannel 0: be\n\nChannel 1: time,\n\nChannel 0: fine.\n\nChannel 1: I vacate on the evening of twenty first, but\n\nChannel 0: Oh,\n\nChannel 1: I will not be\n\nChannel 0: okay.\n\nChannel 1: in have access to the apartment anyway.\n\nChannel 0: I got it. And then once the cancellation has been completed, you'll\n\nChannel 1: Mhmm.\n\nChannel 0: also receive an email confirmation that your services has been canceled. And, again, we appreciate the time you spent today. You're telling in case you need our services in the future, just feel free to give us a call. Okay?\n\nChannel 1: Alright. Thank you so much.\n\nChannel 0: Yeah. You're welcome. You do have a great day.\n\nChannel 1: You too.\n\nChannel 0: Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.32,"sentiment":"neutral","sentiment_score":0.22368943691253665},{"text":"Good afternoon.","start":0.32,"end":0.98,"sentiment":"positive","sentiment_score":0.3901713490486145},{"text":"This is Airtel accounts.","start":1.04,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.3103238716721535},{"text":"How may I help you today?","start":2.3999999,"end":3.6999998,"sentiment":"positive","sentiment_score":0.36780714492003125}],"sentiment":"positive","sentiment_score":0.342474653170659,"channel":0,"num_words":13,"start":0.16,"end":3.6999998},{"sentences":[{"text":"Hey.","start":4.72,"end":4.96,"sentiment":"neutral","sentiment_score":-0.08311137557029724},{"text":"I would like to cancel the Internet connection since I'm moving 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The representative explains the cancellation process, including a 30-day notice and final invoice that will cover the cancellation fee. The customer confirms payment and receives information about billing processes. The agent explains that customers need to pay the full amount to comply with the cancellation date and explains prorated charges based on missed days. The agent offers to waive fees and process a cancellation, but reminds customers to call for further assistance if needed."},"intents":{"segments":[{"text":"I would like to cancel the Internet connection since I'm moving apartments.","start_word":14,"end_word":25,"intents":[{"intent":"Cancel internet connection","confidence_score":0.47282124}]},{"text":"May I have your full name, please?","start_word":45,"end_word":51,"intents":[{"intent":"Provide full name","confidence_score":0.33677983},{"intent":"Provide full name","confidence_score":0.4612917},{"intent":"Provide full name","confidence_score":0.346961}]},{"text":"If you would like, we can also get your address and see if we can provide you services. In that way, you don't need to cancel your services, and we just reconnect the service to your new premises. And No.","start_word":97,"end_word":136,"intents":[{"intent":"Provide address","confidence_score":0.5300127},{"intent":"Provide address","confidence_score":0.15262571},{"intent":"Reconnect service","confidence_score":0.014098337}]},{"text":"Thank you so much for giving us a call. It should be requested over a phone call for security measure, Mhmm.","start_word":196,"end_word":216,"intents":[{"intent":"Provide phone call","confidence_score":0.016211439}]},{"text":"Thank you so much for giving us a call. It should be requested over a phone call for security measure, Mhmm. and also it's require thirty days notice.","start_word":196,"end_word":223,"intents":[{"intent":"Provide security measure","confidence_score":0.78856766},{"intent":"Provide security measure","confidence_score":0.36164877}]},{"text":"correct, Luigi. Your contract has been fulfilled. However, that would be fine. But thirty days now, this is required to whichever account. Either it's in lock in contract or no contract because we are paying in advance to the network.","start_word":311,"end_word":350,"intents":[{"intent":"Pay in advance","confidence_score":0.00070239406},{"intent":"Confirm contract","confidence_score":0.13882811}]},{"text":"I I think I've just paid the bill for a couple of like, two days ago. So Yeah.","start_word":413,"end_word":430,"intents":[{"intent":"Clarify billing discrepancies","confidence_score":0.0017640211}]},{"text":"Can you tell me what's the billing date? What's the what have I paid to?","start_word":794,"end_word":808,"intents":[{"intent":"Clarify billing details","confidence_score":0.0392146}]},{"text":"However, our billing process is every first of each month. Reason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice.","start_word":1074,"end_word":1110,"intents":[{"intent":"Discuss billing","confidence_score":0.000041089108}]},{"text":"Would you be able to send me an email about that? Because if it's from the tenth, if you ask for your next, it's till the September 9, Yeah.","start_word":1112,"end_word":1140,"intents":[{"intent":"Clarify payment date","confidence_score":0.0073115416}]},{"text":"And So then counting from to today cover, because September 10. it will not be September, December, tenth. It'll be September 9. It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days. Right? Yes. Correct.","start_word":1368,"end_word":1415,"intents":[{"intent":"Clarify calculation","confidence_score":0.0049430244}]},{"text":"case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint.","start_word":1469,"end_word":1485,"intents":[{"intent":"Make a complaint","confidence_score":0.013517628}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.22368943691253665},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.37781986594200134},{"text":"This is Airtel accounts.","start_word":3,"end_word":6,"sentiment":"neutral","sentiment_score":0.31472718715667725},{"text":"How may I help you today?","start_word":7,"end_word":12,"sentiment":"positive","sentiment_score":0.35753387212753296},{"text":"Hey. I would like to cancel the Internet connection since I'm moving apartments.","start_word":13,"end_word":25,"sentiment":"neutral","sentiment_score":-0.2393768280744553},{"text":"Oh, thank you so much for your call.","start_word":26,"end_word":33,"sentiment":"positive","sentiment_score":0.4277407228946686},{"text":"Let me just go ahead and pull out your account here. May I have your full name, please? Vijay Bufalen. Thank you, Vijay. And How your was birthday, it? please? 12/24/1996. December '96. Okay. Thank you so much. And if I heard you right, you said you are requesting to cancel your services due to moving out from this premises? Yes. Yes. Okay. If you would like, we can also get your address and see if we can provide you services. In that way, you don't need to cancel your services, and we just reconnect the service to your new premises. And No. then I'm we can actually provide moving to a, like, you know, a share house. I think they're totally there. So I oh, wouldn't need my own. Yeah. so I got it. So there there's an existing Internet services Yes. Yeah. where Yes. you are moving Yes. in. I see. Got it. So our cancellation process is like this. Thank you so much for giving us a call. It should be requested over a phone call for security measure, Mhmm. and also it's require thirty days notice. If I may ask, what is your preferred date to cancel your services? So twenty, thirty days of notice? Because Yeah. I'm not in contract, and I've paid paid out this month.","start_word":34,"end_word":255,"sentiment":"neutral","sentiment_score":0.01570134051144123},{"text":"So I would like I to cancel understand.","start_word":256,"end_word":263,"sentiment":"negative","sentiment_score":-0.34875017404556274},{"text":"it by end of next week if End of next week. Okay. yeah. Because End of we've next just, you week. know, re received, you know, confirmation from the other apartment, like, the Oh, other I house understand I'm moving that. in. Yeah. So That is yeah. correct, Luigi. Your contract has been fulfilled. However, that would be fine. But thirty days now, this is required to whichever account. Either it's in lock in contract or no contract because we are paying in advance to the network. Reason why we are requiring our customer to provide us a thirty days notice. In that way, that notice should be also sent to our network provider. And you said the second week of this month? Which date again? So I'm moving out on the twenty second. '20 So second. I don't know if it if that's possible. Yeah. If not, Okay. I I think I've just paid the bill for a couple of like, two days ago. So Yeah. whenever That's right. I that did bill see in here yeah. that it was paid for August, but let me just check further how it works, what will be the final bill for us to cover your thirty days notice from today Mhmm. that Alright. we are have you on the line. Okay? One moment Okay. here.","start_word":264,"end_word":487,"sentiment":"neutral","sentiment_score":-0.0437888565439997},{"text":"Thank you. Thank you so much for patiently waiting on the line, Vijay.","start_word":488,"end_word":500,"sentiment":"positive","sentiment_score":0.6590753197669983},{"text":"Yes. Yep. Alright. So as per checking here, the final invoice or amount that you need to pay is $26.65, and this will be sent on or before August 20, the cancel date oh, '22, your cancellation date request. So it's $26 more. Yeah. $26 Did 60 haven't 5 I just cents. paid paid paid, like, $80 from the eleventh? Yeah. Here's the thing. Let me explain how it works. Okay? Thirty days notice, it means to say, if you So would like to have it canceled on the '22, you should call us July 22 Okay. Then let let's just take it, you know, thirty days from today then because in yeah. I don't want It's to that's right. Thirty days from today is only ten days from August 10 to September 10. So, technically, your last invoice will only cover ten days. You don't Correct. need to So pay today for the full is month. the yep. And Okay? I paid So till eight I paid from the eleventh for August 11 to the September 11. Is it not right?","start_word":501,"end_word":682,"sentiment":"neutral","sentiment_score":-0.07221231609582901},{"text":"no. It's not. The recurring invoice that you receive cover the full month. However, that's not cover your thirty days notice because we're counting the days that we talk to the customer over the phone, confirm their request to cancel the service.","start_word":683,"end_word":724,"sentiment":"negative","sentiment_score":-0.4009893217257091},{"text":"Like, for example, Yep. the services that was paid today is for August. I understand. However, what we are to trying to do here is to comply with the thirty days notice. So thirty days I will understand be counted that. So from it'll be the charged date. prorated if the if I understand prorated because I've worked in telecom industry for nearly five years. Right? So if sorry. Can you tell me what's the billing date? What's the what have I paid to? So it was Our invoiced billing on the first date of August. all active in services active account is being sent an invoice every first of each month that will cover the full month of a current month. Like, for example, your bill, August bill, you receive it first of the month, and that's cover from August 1 to the end of the month. I understand that you are canceling it on the twenty second. So you're thinking that you already paid for the full month. However, the thirty days notice, it's a separate one. Even though you paid the full amount, that's considered your active services, But you called in today to cancel your services, and that's not counted the thirty days notice because we are paying the services in advance. The I understand September that. I'm services I'm also has paying been in paid the from paying our it end. in advance, but my thirty days will have to cover the money I've paid already. That's how prorated works. Right? Because I've been what I worked I worked at Telstra and adopted. So I completely understand the thirty day notice period, which I've missed, but Yeah. it it still That's should right. cover So most of the month. Is is that not right? So it would be less than $26. I I understand I have to pay a bit more, but I just don't understand why it's $26. Today is September Correct. August 10. Right? August 10. So we count your serve thirty days notice from August 10 to September 10. Yep. However, our billing process is every first of each month. Reason why, the remaining amount that you need to pay is $26 and some change to cover the date that you called in for thirty days notice. Well, k. Would you be able to send me an email about that? Because if it's from the tenth, if you ask for your next, it's till the September 9, Yeah. not I the understand tenth. your Because concern. you're because if you if you if it's thirty days, it's still September 29. Correct? No. It's not. It Today is. If is if August you if you ten. if you can't it is it is from today. You choose the day from today. I don't know if you use Salesforce or Cebu. It's one of those in our system, and I am quite adept at both. So my question is, if it's from today, it's still the September, and it should be $20 or so, not not $20.27 or 29 that you say.","start_word":725,"end_word":1242,"sentiment":"neutral","sentiment_score":-0.11283030182583452},{"text":"That's what that's my concern.","start_word":1243,"end_word":1247,"sentiment":"negative","sentiment_score":-0.3607737123966217},{"text":"Oh, I'm sorry. What what $20 you're concerned? So your prorator is calculated on per day basis. Is that not right? Yes. So it's the September 9 because I'm calling in today. So if it's thirty days, you are telling me one month in total. So from tenth to the tenth, that's not how it works. It should work thirty days, then it should be the ninth of ninth of September counting from today. Is that not right? No. It's not. But you just It told should me be that from it it August no. No. August You just 10 told to me September that it's ten. thirty days late. Right? Yes. Your thirty days notice is from today. Yeah. And So then counting from to today cover, because September 10. it will not be September, December, tenth. It'll be September 9. It'll be a day earlier, and I would like to know the math behind the calculations because I'm only paying for nine days. Right? Yes. Correct. Then how it is $27? It's it's roughly what? $2.5 a day. So it should come around $21, not 27, like you said. Okay. I got what you are trying to say now. One moment. Let me just modify this and refresh the system. Yeah. Because if Okay. that's that's One the moment. case, then I'm I like, my wife works at the ombudsman, so she's gonna lodge a complaint. We don't want to do that from you, Vijay. We valued you as a customer. It just so happened we have to explain the thirty days notice on our end how it works. Okay? Yep. With this simple amount, we don't want to get this to the complaint or what. I understand how it works in lodging a complaint. It's a lengthy process, a stress Yeah. process. So we don't want to do that to you, mister Alright. Vijay. So let me see what I can do in regards to this small amount. Okay? This is not a problem. Okay.","start_word":1248,"end_word":1585,"sentiment":"neutral","sentiment_score":-0.08583306049454141},{"text":"Thank you.","start_word":1586,"end_word":1587,"sentiment":"positive","sentiment_score":0.44179293513298035},{"text":"Just stay on the line.","start_word":1588,"end_word":1592,"sentiment":"neutral","sentiment_score":0.32280832529067993},{"text":"Thank you so much for patiently Yep. waiting on the line, Vijay.","start_word":1593,"end_word":1604,"sentiment":"positive","sentiment_score":0.3891813457012177},{"text":"Mhmm. Okay. Not a problem. With the last bill, I was able to get an approval to consider your last payment this month as your final payment, Alright. and then we'll go ahead and waive that small amount. Yep. And then also, on the twenty second, Mhmm. once the do you have any No. specific time on that date to have your services No. canceled? No. I'd be Because be we're okay usually in there. processing during morning. Yes. Because That would by the be time, fine. I vacate on the evening of twenty first, but Oh, I will not be okay. in have access to the apartment anyway. I got it. And then once the cancellation has been completed, you'll Mhmm. also receive an email confirmation that your services has been canceled.","start_word":1605,"end_word":1737,"sentiment":"neutral","sentiment_score":-0.01035186368972063},{"text":"And, again, we appreciate the time you spent today.","start_word":1738,"end_word":1746,"sentiment":"positive","sentiment_score":0.46592673659324646},{"text":"You're telling in case you need our services in the future, just feel free to give us a call. Okay?","start_word":1747,"end_word":1766,"sentiment":"neutral","sentiment_score":0.2558037456125021},{"text":"Alright. Thank you so much. Yeah. You're welcome. You do have a great day. You too. Thank you. Bye bye.","start_word":1767,"end_word":1786,"sentiment":"positive","sentiment_score":0.6915262341499329}],"average":{"sentiment":"neutral","sentiment_score":-0.04531636138277161}}}}