{"metadata":{"transaction_key":"deprecated","request_id":"019f205c-f299-7aa3-8569-01b739e56bfe","sha256":"7c434bfbed52528914596e062aa28027558c010f840a3e23f17074e2e96b9bc3","created":"2026-07-02T01:06:32.042Z","duration":410.83194,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":978,"output_tokens":77},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1089,"output_tokens":1092},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1089,"output_tokens":84}},"results":{"channels":[{"alternatives":[{"transcript":"Good morning. You have reached Airtel accounts. How may I help you today? Oh, I would love to check your account here. I'll just need to pull up it. What is your full name and your date of birth? Oh, no. Thank you. And then your birthday, please? Your date of birth? Thank you. Nice to have you in the line, Mohammed. So if I heard you right, you said you were inquiring if you would like to cancel the service. Is is that what you're trying to say? Oh, okay. Oh, sure. I'll go ahead and go over to your account. And just for proper documentation, what is the reason you are wanting to cancel the service? Are you moving out? Uh-huh. Uh-huh. Okay. I got it. Thank you so much for sharing that, Derez. So just to confirm, you just recently spoke to one of our technical team, and you've already informed about the issue that they will try to resolve. And you're just inquiring if it's not resolved, and then yeah. Okay. Got it. So just give me a moment, Inam. Let me go over your account here. Okay? Thank you. Thank you so much for patiently waiting on the line, Mohammed. Alright. So technically, if you, reached the point that you wanted to cancel the services, what you just need to do is you have to call us, provide the thirty days notice, and settle all the outstanding balances on the account. Yeah. Because we are paying the network ahead of time. Reason why you have to provide thirty days notice in that way, we could also provide a advance notice to our network so we we won't be charged for the, advance fee. Because, like, for example, this month, it's already been paid to the network last month. That's the arrangement we're having. Reason why we required thirty days notice via calling just for all the security measure. Okay. Yeah. I do see here that you are no contract. So technically, there is no cancellation fee. That's what is required. Have to provide thirty days notice, and then you have to pay all the outstanding balances on your account. Mhmm. You're welcome. And I hope the issue will be resolved as soon as possible since you've already brought this up to our attention. And we really appreciate you brought this out up to our attention. In that way, they could go ahead and check this for you. But rest assured, I assure you, our tech team is checking, investigating this just to resolve. But anyway, I hope it will resolve so we can maintain as our valued customer in oh, my name is Melissa. I'm from accounts. Alright. You're welcome. And if you do have further questions about your billing or accounts, just give me a call. Would you like to get my direct number in case? Oh, sure. Sure. Just select the options from our prompt. Okay? Alright. Thank you so much. You do the same. Be safe. 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morning. You have reached Airtel accounts. How may I help you today? Oh, I would love to check your account here. I'll just need to pull up it.\n\nWhat is your full name and your date of birth? Oh, no. Thank you. And then your birthday, please? Your date of birth?\n\nThank you. Nice to have you in the line, Mohammed. So if I heard you right, you said you were inquiring if you would like to cancel the service. Is is that what you're trying to say? Oh, okay.\n\nOh, sure. I'll go ahead and go over to your account. And just for proper documentation, what is the reason you are wanting to cancel the service? Are you moving out? Uh-huh.\n\nUh-huh. Okay. I got it. Thank you so much for sharing that, Derez. So just to confirm, you just recently spoke to one of our technical team, and you've already informed about the issue that they will try to resolve.\n\nAnd you're just inquiring if it's not resolved, and then yeah. Okay. Got it. So just give me a moment, Inam. Let me go over your account here.\n\nOkay? Thank you. Thank you so much for patiently waiting on the line, Mohammed. Alright. So technically, if you, reached the point that you wanted to cancel the services, what you just need to do is you have to call us, provide the thirty days notice, and settle all the outstanding balances on the account.\n\nYeah. Because we are paying the network ahead of time. Reason why you have to provide thirty days notice in that way, we could also provide a advance notice to our network so we we won't be charged for the, advance fee. Because, like, for example, this month, it's already been paid to the network last month. That's the arrangement we're having.\n\nReason why we required thirty days notice via calling just for all the security measure. Okay. Yeah. I do see here that you are no contract. So technically, there is no cancellation fee.\n\nThat's what is required. Have to provide thirty days notice, and then you have to pay all the outstanding balances on your account. Mhmm. You're welcome. And I hope the issue will be resolved as soon as possible since you've already brought this up to our attention.\n\nAnd we really appreciate you brought this out up to our attention. In that way, they could go ahead and check this for you. But rest assured, I assure you, our tech team is checking, investigating this just to resolve. But anyway, I hope it will resolve so we can maintain as our valued customer in oh, my name is Melissa. I'm from accounts.\n\nAlright. You're welcome. And if you do have further questions about your billing or accounts, just give me a call. Would you like to get my direct number in case? Oh, sure.\n\nSure. Just select the options from our prompt. Okay? Alright. Thank you so much.\n\nYou do the same. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.39999998,"end":1.12,"sentiment":"neutral","sentiment_score":0.31512367725372314},{"text":"You have reached Airtel accounts.","start":1.12,"end":2.8,"sentiment":"neutral","sentiment_score":0.2317272186279297},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"neutral","sentiment_score":0.2960340480009715},{"text":"Oh, I would love to check your account here.","start":26.974998,"end":29.294998,"sentiment":"neutral","sentiment_score":0.07328951834804481},{"text":"I'll just need to pull up it.","start":29.294998,"end":31.11,"sentiment":"neutral","sentiment_score":0.04058274839605604}],"sentiment":"neutral","sentiment_score":0.1554749186054386,"num_words":29,"start":0.39999998,"end":31.11},{"sentences":[{"text":"What is your full name and your date of birth?","start":31.67,"end":34.49,"sentiment":"neutral","sentiment_score":0.034854950942099096},{"text":"Oh, 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out?","start":77.965,"end":79.265,"sentiment":"neutral","sentiment_score":-0.10116414725780487},{"text":"Uh-huh.","start":88.84,"end":89.34,"sentiment":"neutral","sentiment_score":-0.3244759142398834}],"sentiment":"neutral","sentiment_score":-0.04680681956233457,"num_words":32,"start":68.04,"end":89.34},{"sentences":[{"text":"Uh-huh.","start":96.2,"end":96.7,"sentiment":"neutral","sentiment_score":-0.24207890033721924},{"text":"Okay.","start":102.204994,"end":102.704994,"sentiment":"neutral","sentiment_score":-0.14077068865299225},{"text":"I got it.","start":102.765,"end":103.405,"sentiment":"neutral","sentiment_score":-0.03446283129354318},{"text":"Thank you so much for sharing that, Derez.","start":103.405,"end":105.325,"sentiment":"positive","sentiment_score":0.4557567276060581},{"text":"So just to confirm, you just recently spoke to one of our technical team, and you've already informed about the issue that they will try to resolve.","start":105.325,"end":116.700005,"sentiment":"neutral","sentiment_score":0.02002332690689299}],"sentiment":"neutral","sentiment_score":0.09251113911159337,"num_words":40,"start":96.2,"end":116.700005},{"sentences":[{"text":"And you're just inquiring if it's not resolved, and then yeah.","start":116.76,"end":121.64,"sentiment":"neutral","sentiment_score":-0.11327275837009604},{"text":"Okay.","start":121.64,"end":122.04,"sentiment":"neutral","sentiment_score":0.03598408401012421},{"text":"Got it.","start":122.04,"end":122.600006,"sentiment":"neutral","sentiment_score":0.033067574724555016},{"text":"So just give me a moment, Inam.","start":122.600006,"end":124.68,"sentiment":"neutral","sentiment_score":0.03637085934834821},{"text":"Let me go over your account 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account.","start":261.53,"end":278.20502,"sentiment":"neutral","sentiment_score":-0.10454990891739727}],"sentiment":"neutral","sentiment_score":0.02559915997765281,"num_words":55,"start":126.495,"end":278.20502},{"sentences":[{"text":"Yeah.","start":283.43,"end":283.83,"sentiment":"neutral","sentiment_score":-0.0031761806458234787},{"text":"Because we are paying the network ahead of time.","start":283.83,"end":288.49,"sentiment":"neutral","sentiment_score":-0.030171376135614183},{"text":"Reason why you have to provide thirty days notice in that way, we could also provide a advance notice to our network so we we won't be charged for the, advance fee.","start":288.71,"end":301.085,"sentiment":"neutral","sentiment_score":0.012384785572066903},{"text":"Because, like, for example, this month, it's already been paid to the network last month.","start":301.145,"end":308.43997,"sentiment":"neutral","sentiment_score":0.007416346025032302},{"text":"That's the arrangement we're having.","start":308.43997,"end":310.19998,"sentiment":"neutral","sentiment_score":-0.03943573273718357}],"sentiment":"neutral","sentiment_score":0.0005751790182154266,"num_words":62,"start":283.43,"end":310.19998},{"sentences":[{"text":"Reason why we required thirty days notice via calling just for all the security measure.","start":310.19998,"end":317.74,"sentiment":"neutral","sentiment_score":0.009391240278879802},{"text":"Okay.","start":319.255,"end":319.755,"sentiment":"neutral","sentiment_score":0.2636638879776001},{"text":"Yeah.","start":323.575,"end":324.075,"sentiment":"neutral","sentiment_score":0.12403729557991028},{"text":"I do see here that you are no contract.","start":324.455,"end":327.915,"sentiment":"neutral","sentiment_score":0.10289160576131609},{"text":"So technically, there is no cancellation 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same.","start":406.54694,"end":407.26694,"sentiment":"positive","sentiment_score":0.6765579432249069},{"text":"Be safe.","start":407.26694,"end":408.00693,"sentiment":"positive","sentiment_score":0.5635615885257721},{"text":"Bye bye.","start":409.34692,"end":410.0869,"sentiment":"neutral","sentiment_score":0.10119269043207169}],"sentiment":"positive","sentiment_score":0.5044675413519144,"num_words":8,"start":406.54694,"end":410.0869}]}}]},{"alternatives":[{"transcript":"Hi there. Good morning. I'm a I'm a customer of yours. I've got an Internet 50 over 20. What is it? That's the plan, actually. I'm trying to find out if I wanna, like, you know, get out of of the service. What do I have to do? Yeah. Sure. Sure. My full name is Mohammed Enam. Do you want me to spell it out for you? Sorry? Yes. Sorry. It's twenty ninth of fifth nineteen seventy three. That's right. Yeah. Yeah. What are the terms if I wanna cancel it, please? No. I'm I'm not satisfied with the the service. I'm getting a lot of, you know, issues. I've just spoken to your technical support as well. There is they I mean, they said that they're gonna look into it. But if this issue is not not resolved, then I will have no choice, but I'll have to get out of the service and get something else. That's right. Correct. That's right. Yeah. Yeah. So alright. Thank you. No problem. Okay. And why is there a credited notice? Right. Okay. Fair enough. Alright. Okay. Right. Yep. That makes sense. Okay. Great. Other than that, there there are no fee or anything like that. Right? Yeah. Definitely. Alright. Great. Thank you very much for confirming. Yeah. Me too. Okay. Great. Sorry. I didn't get your name. Melissa. Alright. Great. Thanks very much for your time, Melissa. You have a nice day. That's okay. I I if I have any questions, I'll I'll call in this number. Great. Thanks very much. Have a good day. Thanks. 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Good morning. I'm a I'm a customer of yours. I've got an Internet 50 over 20. What is it?\n\nThat's the plan, actually. I'm trying to find out if I wanna, like, you know, get out of of the service. What do I have to do? Yeah. Sure.\n\nSure. My full name is Mohammed Enam. Do you want me to spell it out for you? Sorry? Yes.\n\nSorry. It's twenty ninth of fifth nineteen seventy three. That's right. Yeah. Yeah.\n\nWhat are the terms if I wanna cancel it, please? No. I'm I'm not satisfied with the the service. I'm getting a lot of, you know, issues. I've just spoken to your technical support as well.\n\nThere is they I mean, they said that they're gonna look into it. But if this issue is not not resolved, then I will have no choice, but I'll have to get out of the service and get something else. That's right. Correct. That's right.\n\nYeah. Yeah. So alright. Thank you. No problem.\n\nOkay. And why is there a credited notice? Right. Okay. Fair enough.\n\nAlright. Okay. Right. Yep. That makes sense.\n\nOkay. Great. Other than that, there there are no fee or anything like that. Right? Yeah.\n\nDefinitely. Alright. Great. Thank you very much for confirming. Yeah.\n\nMe too. Okay. Great. Sorry. I didn't get your name.\n\nMelissa. Alright. Great. Thanks very much for your time, Melissa. You have a nice day.\n\nThat's okay. I I if I have any questions, I'll I'll call in this number. Great. Thanks very much. Have a good day.\n\nThanks. Bye.","paragraphs":[{"sentences":[{"text":"Hi there.","start":4.56,"end":5.04,"sentiment":"neutral","sentiment_score":0.04959503002464771},{"text":"Good morning.","start":5.04,"end":5.7,"sentiment":"neutral","sentiment_score":0.12855808809399605},{"text":"I'm a I'm a customer of yours.","start":7.9199996,"end":9.7,"sentiment":"neutral","sentiment_score":0.04031041477407728},{"text":"I've got an Internet 50 over 20.","start":10.48,"end":14.9,"sentiment":"neutral","sentiment_score":0.0146169156900474},{"text":"What is it?","start":15.245,"end":16.545,"sentiment":"neutral","sentiment_score":0.005484269776691993}],"sentiment":"neutral","sentiment_score":0.03605954089601125,"num_words":21,"start":4.56,"end":16.545},{"sentences":[{"text":"That's the plan, actually.","start":16.685,"end":17.825,"sentiment":"neutral","sentiment_score":-0.06085606012493372},{"text":"I'm trying to find out if I wanna, like, you know, get out of of the 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you?","start":38.73,"end":40.59,"sentiment":"neutral","sentiment_score":0.04240967407822609},{"text":"Sorry?","start":44.984997,"end":45.484997,"sentiment":"neutral","sentiment_score":-0.010834080167114736},{"text":"Yes.","start":47.385,"end":47.784996,"sentiment":"neutral","sentiment_score":-0.002627121284604073}],"sentiment":"neutral","sentiment_score":0.030931861139833927,"num_words":19,"start":35.13,"end":47.784996},{"sentences":[{"text":"Sorry.","start":47.784996,"end":48.284996,"sentiment":"neutral","sentiment_score":-0.032866425812244415},{"text":"It's twenty ninth of fifth nineteen seventy three.","start":48.425,"end":52.204998,"sentiment":"neutral","sentiment_score":-0.005591789958998561},{"text":"That's right.","start":62.04,"end":62.68,"sentiment":"neutral","sentiment_score":-0.029970161616802212},{"text":"Yeah.","start":62.68,"end":63.18,"sentiment":"neutral","sentiment_score":-0.04773791879415512},{"text":"Yeah.","start":63.4,"end":63.9,"sentiment":"neutral","sentiment_score":-0.025585073977708817}],"sentiment":"neutral","sentiment_score":-0.016220312422284715,"num_words":13,"start":47.784996,"end":63.9},{"sentences":[{"text":"What are the terms if I wanna cancel it, please?","start":64.04,"end":68.055,"sentiment":"neutral","sentiment_score":-0.04547202158719301},{"text":"No.","start":80.135,"end":80.455,"sentiment":"negative","sentiment_score":-0.6520670652389526},{"text":"I'm I'm not satisfied with the the service.","start":80.455,"end":82.715,"sentiment":"negative","sentiment_score":-0.718459002673626},{"text":"I'm getting a lot of, you know, issues.","start":84.170006,"end":86.170006,"sentiment":"negative","sentiment_score":-0.572651207447052},{"text":"I've just spoken to your 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enough.","start":301.595,"end":302.33502,"sentiment":"neutral","sentiment_score":0.02338753081858158}],"sentiment":"neutral","sentiment_score":-0.009350170691808065,"num_words":12,"start":278.81,"end":302.33502},{"sentences":[{"text":"Alright.","start":307.83502,"end":308.28,"sentiment":"neutral","sentiment_score":0.0009984280914068222},{"text":"Okay.","start":315.32,"end":315.56,"sentiment":"neutral","sentiment_score":-0.008689451962709427},{"text":"Right.","start":315.56,"end":315.96,"sentiment":"neutral","sentiment_score":0.005571272224187851},{"text":"Yep.","start":315.96,"end":316.28,"sentiment":"neutral","sentiment_score":0.06189949810504913},{"text":"That makes 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that.","start":319.63998,"end":322.28,"sentiment":"neutral","sentiment_score":0.19983516012628874},{"text":"Right?","start":322.28,"end":322.78,"sentiment":"neutral","sentiment_score":0.17936158180236816},{"text":"Yeah.","start":340.11,"end":340.61,"sentiment":"neutral","sentiment_score":0.0986831933259964}],"sentiment":"neutral","sentiment_score":0.21947536431252956,"num_words":16,"start":317.4,"end":340.61},{"sentences":[{"text":"Definitely.","start":340.91,"end":341.41,"sentiment":"neutral","sentiment_score":0.2050151824951172},{"text":"Alright.","start":342.27,"end":342.66998,"sentiment":"neutral","sentiment_score":0.24177829921245575},{"text":"Great.","start":342.66998,"end":343.16998,"sentiment":"positive","sentiment_score":0.4913448691368103},{"text":"Thank you very much for confirming.","start":343.38998,"end":344.84998,"sentiment":"positive","sentiment_score":0.5509047160545985},{"text":"Yeah.","start":350.19,"end":350.50998,"sentiment":"neutral","sentiment_score":0.07936669886112213}],"sentiment":"positive","sentiment_score":0.43229333460330965,"num_words":10,"start":340.91,"end":350.50998},{"sentences":[{"text":"Me too.","start":350.50998,"end":351.33,"sentiment":"neutral","sentiment_score":0.08219726756215096},{"text":"Okay.","start":368.99002,"end":369.49002,"sentiment":"neutral","sentiment_score":0.24802234768867493},{"text":"Great.","start":372.83002,"end":373.33002,"sentiment":"neutral","sentiment_score":0.2264847755432129},{"text":"Sorry.","start":374.11002,"end":374.51,"sentiment":"neutral","sentiment_score":-0.08329690992832184},{"text":"I didn't get your name.","start":374.51,"end":375.65002,"sentiment":"neutral","sentiment_score":-0.1487761914730072}],"sentiment":"neutral","sentiment_score":-0.018827620893716812,"num_words":10,"start":350.50998,"end":375.65002},{"sentences":[{"text":"Melissa.","start":378.03,"end":378.53,"sentiment":"neutral","sentiment_score":0.0009155813604593276},{"text":"Alright.","start":379.15002,"end":379.55002,"sentiment":"neutral","sentiment_score":0.06764629483222961},{"text":"Great.","start":379.55002,"end":379.87,"sentiment":"neutral","sentiment_score":0.1925697475671768},{"text":"Thanks very much for your time, Melissa.","start":379.87,"end":381.825,"sentiment":"neutral","sentiment_score":0.27608354815414976},{"text":"You have a nice day.","start":381.825,"end":386.245,"sentiment":"neutral","sentiment_score":0.20424410700798035}],"sentiment":"neutral","sentiment_score":0.21432913305858772,"num_words":15,"start":378.03,"end":386.245},{"sentences":[{"text":"That's okay.","start":393.59,"end":394.39,"sentiment":"neutral","sentiment_score":0.12108126282691956},{"text":"I I if I have any questions, I'll I'll call in this number.","start":394.39,"end":397.85,"sentiment":"neutral","sentiment_score":0.12106580229905936},{"text":"Great.","start":403.94693,"end":404.18695,"sentiment":"positive","sentiment_score":0.4385620653629303},{"text":"Thanks very much.","start":404.18695,"end":405.06693,"sentiment":"positive","sentiment_score":0.5445140600204468},{"text":"Have a good day.","start":405.06693,"end":406.04694,"sentiment":"positive","sentiment_score":0.507954478263855}],"sentiment":"neutral","sentiment_score":0.25738870060962177,"num_words":23,"start":393.59,"end":406.04694},{"sentences":[{"text":"Thanks.","start":408.34695,"end":408.74695,"sentiment":"positive","sentiment_score":0.7895870804786682},{"text":"Bye.","start":408.74695,"end":409.24695,"sentiment":"positive","sentiment_score":0.5032181143760681}],"sentiment":"positive","sentiment_score":0.6464025974273682,"num_words":2,"start":408.34695,"end":409.24695}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning. You have reached Airtel accounts. How may I help you today?\n\nChannel 1: Hi there. Good morning. I'm a I'm a customer of yours. I've got an Internet 50 over 20. What is it?\n\nThat's the plan, actually. I'm trying to find out if I wanna, like, you know, get out of of the service. What do I have to do?\n\nChannel 0: Oh, I would love to check your account here. I'll just need to\n\nChannel 1: Yeah. Sure.\n\nChannel 0: pull up it. What is your full name and your date of birth?\n\nChannel 1: Sure. My full name is Mohammed Enam. Do you want me to spell it out for you?\n\nChannel 0: Oh, no. Thank you. And then your birthday, please?\n\nChannel 1: Sorry?\n\nChannel 0: Your date of birth?\n\nChannel 1: Yes. Sorry. It's twenty ninth of fifth nineteen seventy three.\n\nChannel 0: Thank you. Nice to have you in the line, Mohammed. So if I heard you right, you said you were inquiring if you would like to cancel the service. Is\n\nChannel 1: That's\n\nChannel 0: is\n\nChannel 1: right.\n\nChannel 0: that what\n\nChannel 1: Yeah.\n\nChannel 0: you're trying to say?\n\nChannel 1: Yeah. What\n\nChannel 0: Oh,\n\nChannel 1: are\n\nChannel 0: okay.\n\nChannel 1: the terms if I wanna cancel it, please?\n\nChannel 0: Oh, sure. I'll go ahead and go over to your account. And just for proper documentation, what is the reason you are wanting to cancel the service? Are you moving out?\n\nChannel 1: No. I'm I'm not satisfied with the the service. I'm getting a lot of, you know, issues. I've just spoken to your technical support\n\nChannel 0: Uh-huh.\n\nChannel 1: as well. There is they I mean, they said that they're gonna look into it. But if\n\nChannel 0: Uh-huh.\n\nChannel 1: this issue is not not resolved, then I will have no choice, but I'll have to get out of the service and get\n\nChannel 0: Okay.\n\nChannel 1: something else.\n\nChannel 0: I got it. Thank you so much for sharing that, Derez. So just to confirm, you just recently spoke to one of our technical team, and you've\n\nChannel 1: That's\n\nChannel 0: already\n\nChannel 1: right.\n\nChannel 0: informed about the issue\n\nChannel 1: Correct.\n\nChannel 0: that they will try to resolve. And you're just inquiring if it's not resolved, and then yeah.\n\nChannel 1: That's\n\nChannel 0: Okay.\n\nChannel 1: right.\n\nChannel 0: Got\n\nChannel 1: Yeah.\n\nChannel 0: it.\n\nChannel 1: Yeah.\n\nChannel 0: So just give me a moment, Inam. Let me\n\nChannel 1: So\n\nChannel 0: go over your account\n\nChannel 1: alright.\n\nChannel 0: here. Okay?\n\nChannel 1: Thank\n\nChannel 0: Thank\n\nChannel 1: you.\n\nChannel 0: you. Thank you so much for patiently waiting on the line, Mohammed.\n\nChannel 1: No problem.\n\nChannel 0: Alright. So technically, if you, reached the point that you wanted to cancel the services, what you just need to do is you have to call us, provide the thirty days notice, and settle all the outstanding balances on the account.\n\nChannel 1: Okay. And why is there a credited notice?\n\nChannel 0: Yeah. Because we are paying the network ahead of time. Reason why you have to provide thirty days notice in that way, we could\n\nChannel 1: Right.\n\nChannel 0: also provide a advance notice to our network\n\nChannel 1: Okay.\n\nChannel 0: so we we won't be charged for the, advance fee. Because, like,\n\nChannel 1: Fair\n\nChannel 0: for\n\nChannel 1: enough.\n\nChannel 0: example, this month, it's already been paid to the network last\n\nChannel 1: Alright.\n\nChannel 0: month. That's the arrangement we're having. Reason why we required thirty days notice via calling\n\nChannel 1: Okay. Right.\n\nChannel 0: just\n\nChannel 1: Yep.\n\nChannel 0: for\n\nChannel 1: That\n\nChannel 0: all the\n\nChannel 1: makes\n\nChannel 0: security\n\nChannel 1: sense.\n\nChannel 0: measure.\n\nChannel 1: Okay. Great.\n\nChannel 0: Okay.\n\nChannel 1: Other than that, there there are no fee or anything like that. Right?\n\nChannel 0: Yeah. I do see here that you are no contract. So technically, there is no cancellation fee. That's what is required. Have to provide thirty days notice, and then you have to pay all the outstanding balances\n\nChannel 1: Yeah.\n\nChannel 0: on your\n\nChannel 1: Definitely.\n\nChannel 0: account.\n\nChannel 1: Alright. Great. Thank you very\n\nChannel 0: Mhmm.\n\nChannel 1: much for confirming.\n\nChannel 0: You're welcome. And I hope the issue will be resolved as soon as possible since you've\n\nChannel 1: Yeah.\n\nChannel 0: already\n\nChannel 1: Me too.\n\nChannel 0: brought this up to our attention. And we really appreciate you brought this out up to our attention. In that way, they could go ahead and check this for you. But rest assured, I assure you, our tech team is checking, investigating this just to resolve. But anyway, I hope\n\nChannel 1: Okay.\n\nChannel 0: it will resolve so we can maintain as our valued\n\nChannel 1: Great.\n\nChannel 0: customer in\n\nChannel 1: Sorry. I didn't get your name.\n\nChannel 0: oh, my name is Melissa. I'm from accounts.\n\nChannel 1: Melissa. Alright. Great. Thanks very much for your\n\nChannel 0: Alright.\n\nChannel 1: time, Melissa.\n\nChannel 0: You're\n\nChannel 1: You have a\n\nChannel 0: welcome.\n\nChannel 1: nice\n\nChannel 0: And if you do have further questions\n\nChannel 1: day.\n\nChannel 0: about your billing or accounts, just give me a call. Would you like to get my direct number in case?\n\nChannel 1: That's okay. I I if I have any questions, I'll I'll call in this number.\n\nChannel 0: Oh, sure. Sure. Just select the options from our prompt. Okay?\n\nChannel 1: Great. Thanks very much.\n\nChannel 0: Alright.\n\nChannel 1: Have a good\n\nChannel 0: Thank\n\nChannel 1: day.\n\nChannel 0: you so much. You do the same. Be safe.\n\nChannel 1: Thanks. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.39999998,"end":1.12,"sentiment":"neutral","sentiment_score":0.31512367725372314},{"text":"You have reached Airtel accounts.","start":1.12,"end":2.8,"sentiment":"neutral","sentiment_score":0.2317272186279297},{"text":"How may I help you today?","start":2.8,"end":4.1,"sentiment":"neutral","sentiment_score":0.2960340480009715}],"sentiment":"neutral","sentiment_score":0.274237518127148,"channel":0,"num_words":13,"start":0.39999998,"end":4.1},{"sentences":[{"text":"Hi there.","start":4.56,"end":5.04,"sentiment":"neutral","sentiment_score":0.04959503002464771},{"text":"Good morning.","start":5.04,"end":5.7,"sentiment":"neutral","sentiment_score":0.12855808809399605},{"text":"I'm a I'm a customer of yours.","start":7.9199996,"end":9.7,"sentiment":"neutral","sentiment_score":0.04031041477407728},{"text":"I've got an Internet 50 over 20.","start":10.48,"end":14.9,"sentiment":"neutral","sentiment_score":0.0146169156900474},{"text":"What is it?","start":15.245,"end":16.545,"sentiment":"neutral","sentiment_score":0.005484269776691993}],"sentiment":"neutral","sentiment_score":0.03605954089601125,"channel":1,"num_words":21,"start":4.56,"end":16.545},{"sentences":[{"text":"That's the plan, actually.","start":16.685,"end":17.825,"sentiment":"neutral","sentiment_score":-0.06085606012493372},{"text":"I'm trying to find out if I wanna, like, you know, get out of of the service.","start":19.485,"end":24.205,"sentiment":"neutral","sentiment_score":-0.0880944286199177},{"text":"What do I have to do?","start":24.205,"end":25.585,"sentiment":"neutral","sentiment_score":-0.04045842836300532}],"sentiment":"neutral","sentiment_score":-0.07347333693393955,"channel":1,"num_words":27,"start":16.685,"end":25.585},{"sentences":[{"text":"Oh, I would love to check your account 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birth?","start":31.67,"end":34.49,"sentiment":"neutral","sentiment_score":0.034854950942099096}],"sentiment":"neutral","sentiment_score":0.03428756030133137,"channel":0,"num_words":13,"start":30.335,"end":34.49},{"sentences":[{"text":"Sure.","start":35.13,"end":35.37,"sentiment":"neutral","sentiment_score":0.020491253584623337},{"text":"My full name is Mohammed Enam.","start":35.37,"end":37.55,"sentiment":"neutral","sentiment_score":0.026096428123613197},{"text":"Do you want me to spell it out for you?","start":38.73,"end":40.59,"sentiment":"neutral","sentiment_score":0.04240967407822609}],"sentiment":"neutral","sentiment_score":0.03536273900638608,"channel":1,"num_words":17,"start":35.13,"end":40.59},{"sentences":[{"text":"Oh, no.","start":40.95,"end":41.91,"sentiment":"neutral","sentiment_score":-0.03348737023770809},{"text":"Thank you.","start":41.91,"end":42.47,"sentiment":"neutral","sentiment_score":0.027751410380005836},{"text":"And then your birthday, please?","start":42.47,"end":44.33,"sentiment":"neutral","sentiment_score":0.004564692825078964}],"sentiment":"neutral","sentiment_score":0.0012612827122211456,"channel":0,"num_words":9,"start":40.95,"end":44.33},{"sentences":[{"text":"Sorry?","start":44.984997,"end":45.484997,"sentiment":"neutral","sentiment_score":-0.010834080167114736}],"sentiment":"neutral","sentiment_score":-0.010834080167114736,"channel":1,"num_words":1,"start":44.984997,"end":45.484997},{"sentences":[{"text":"Your date of birth?","start":46.394997,"end":47.614998,"sentiment":"neutral","sentiment_score":-0.0034577426267787814}],"sentiment":"neutral","sentiment_score":-0.0034577426267787814,"channel":0,"num_words":4,"start":46.394997,"end":47.614998},{"sentences":[{"text":"Yes.","start":47.385,"end":47.784996,"sentiment":"neutral","sentiment_score":-0.002627121284604073},{"text":"Sorry.","start":47.784996,"end":48.284996,"sentiment":"neutral","sentiment_score":-0.032866425812244415},{"text":"It's twenty ninth of 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The representative asks for the customer's personal information and explains the process for canceling the service. The representative also confirms that the customer has thirty days to cancel and that there is no cancellation fee. The call ends with the representative providing the customer with their direct number for further questions and wishing them a good day."},"intents":{"segments":[{"text":"Oh, I would love to check your account here. I'll just need to Yeah.","start_word":61,"end_word":74,"intents":[{"intent":"Check account","confidence_score":0.5500492}]},{"text":"Nice to have you in the line, Mohammed. So if I heard you right, you said you were inquiring if you would like to cancel the service.","start_word":132,"end_word":158,"intents":[{"intent":"Cancel service","confidence_score":0.35838795}]},{"text":"No. I'm I'm not satisfied with the the service. I'm getting a lot of, you know, issues. I've just spoken to your technical support Uh-huh. as well.","start_word":214,"end_word":240,"intents":[{"intent":"Discuss customer concerns","confidence_score":0.015321927}]},{"text":"There is they I mean, they said that they're gonna look into it. But if Uh-huh. this issue is not not resolved, then I will have no choice, but I'll have to get out of the service and get Okay. something else.","start_word":242,"end_word":283,"intents":[{"intent":"Inquire about issue","confidence_score":0.02846121}]},{"text":"that they will try to resolve. And you're just inquiring if it's not resolved, and then yeah.","start_word":318,"end_word":334,"intents":[{"intent":"Inform about resolution","confidence_score":0.0005954276}]},{"text":"Because we are paying the network ahead of time. Reason why you have to provide thirty days notice in that way, we could Right.","start_word":426,"end_word":449,"intents":[{"intent":"Explain network arrangement","confidence_score":0.000026933147}]},{"text":"also provide a advance notice to our network Okay. so we we won't be charged for the, advance fee. Because, like, Fair for enough. example, this month, it's already been paid to the network last Alright. month. That's the arrangement we're having. Reason why we required thirty days notice via calling Okay. Right.","start_word":450,"end_word":502,"intents":[{"intent":"Provide notice","confidence_score":0.2397848}]},{"text":"That's the arrangement we're having. Reason why we required thirty days notice via calling Okay. Right.","start_word":487,"end_word":502,"intents":[{"intent":"End conversation","confidence_score":0.016445529}]},{"text":"And I hope the issue will be resolved as soon as possible since you've Yeah.","start_word":582,"end_word":596,"intents":[{"intent":"Resolve issue","confidence_score":0.09490129}]}]},"sentiments":{"segments":[{"text":"Good morning. You have reached Airtel accounts. How may I help you today? Hi there. Good morning. I'm a I'm a customer of yours. I've got an Internet 50 over 20. What is it? That's the plan, actually. I'm trying to find out if I wanna, like, you know, get out of of the service. What do I have to do? Oh, I would love to check your account here. I'll just need to Yeah. Sure. pull up it. What is your full name and your date of birth? Sure. My full name is Mohammed Enam. Do you want me to spell it out for you? Oh, no. Thank you. And then your birthday, please? Sorry? Your date of birth? Yes. Sorry. It's twenty ninth of fifth nineteen seventy three. Thank you.","start_word":0,"end_word":131,"sentiment":"neutral","sentiment_score":0.03148900344967842},{"text":"Nice to have you in the line, Mohammed.","start_word":132,"end_word":139,"sentiment":"positive","sentiment_score":0.4946344494819641},{"text":"So if I heard you right, you said you were inquiring if you would like to cancel the service. Is That's is that right. what you're Yeah. trying to say? Yeah. Oh, What are okay. the terms if I wanna cancel it, please? Oh, sure. I'll go ahead and go over to your account. And just for proper documentation, what is the reason you are wanting to cancel the service? Are you moving out?","start_word":140,"end_word":213,"sentiment":"neutral","sentiment_score":-0.03802800551056862},{"text":"No. I'm I'm not satisfied with the the service. I'm getting a lot of, you know, issues. I've just spoken to your technical support Uh-huh.","start_word":214,"end_word":238,"sentiment":"negative","sentiment_score":-0.5665712952613831},{"text":"as well. There is they I mean, they said that they're gonna look into it. But if Uh-huh.","start_word":239,"end_word":256,"sentiment":"neutral","sentiment_score":-0.16084253787994385},{"text":"this issue is not not resolved, then I will have no choice, but I'll have to get out of the service and get Okay.","start_word":257,"end_word":280,"sentiment":"negative","sentiment_score":-0.46826574206352234},{"text":"something else. I got it.","start_word":281,"end_word":285,"sentiment":"neutral","sentiment_score":-0.07179039716720581},{"text":"Thank you so much for sharing that, Derez.","start_word":286,"end_word":293,"sentiment":"positive","sentiment_score":0.4684997498989105},{"text":"So just to confirm, you just recently spoke to one of our technical team, and you've That's already right. informed about the issue Correct. that they will try to resolve. And you're just inquiring if it's not resolved, and then yeah. That's Okay. right. Got Yeah. it. Yeah. So just give me a moment, Inam. Let me So go over your account here. alright. Okay?","start_word":294,"end_word":358,"sentiment":"neutral","sentiment_score":-0.0012232934823259711},{"text":"Thank Thank you.","start_word":359,"end_word":361,"sentiment":"positive","sentiment_score":0.356772780418396},{"text":"you.","start_word":362,"end_word":362,"sentiment":"neutral","sentiment_score":0.22899790108203888},{"text":"Thank you so much for patiently waiting on the line, Mohammed.","start_word":363,"end_word":373,"sentiment":"positive","sentiment_score":0.4419408142566681},{"text":"No problem. Alright. So technically, if you, reached the point that you wanted to cancel the services, what you just need to do is you have to call us, provide the thirty days notice, and settle all the outstanding balances on the account. Okay. And why is there a credited notice? Yeah. Because we are paying the network ahead of time. Reason why you have to provide thirty days notice in that way, we could Right. also provide a advance notice to our network Okay. so we we won't be charged for the, advance fee. Because, like, Fair for enough. example, this month, it's already been paid to the network last Alright. month. That's the arrangement we're having. Reason why we required thirty days notice via calling Okay. Right. just for Yep. all That the makes security sense. measure. Okay.","start_word":374,"end_word":513,"sentiment":"neutral","sentiment_score":-0.017454465625009366},{"text":"Great.","start_word":514,"end_word":514,"sentiment":"positive","sentiment_score":0.5392632484436035},{"text":"Okay. Other than that, there there are no fee or anything like that. Right? Yeah. I do see here that you are no contract. So technically, there is no cancellation fee. That's what is required. Have to provide thirty days notice, and then you have to pay all the outstanding balances Yeah. on your Definitely. account. Alright.","start_word":515,"end_word":571,"sentiment":"neutral","sentiment_score":0.1127808764576912},{"text":"Great. Thank you very Mhmm. much for confirming. You're welcome.","start_word":572,"end_word":581,"sentiment":"positive","sentiment_score":0.4977736175060272},{"text":"And I hope the issue will be resolved as soon as possible since you've Yeah. already Me too. brought this up to our attention.","start_word":582,"end_word":605,"sentiment":"neutral","sentiment_score":0.18639367818832395},{"text":"And we really appreciate you brought this out up to our attention.","start_word":606,"end_word":617,"sentiment":"positive","sentiment_score":0.38790205121040344},{"text":"In that way, they could go ahead and check this for you. But rest assured, I assure you, our tech team is checking, investigating this just to resolve. But anyway, I hope Okay. it will resolve so we can maintain as our valued Great. customer in Sorry. I didn't get your name. oh, my name is Melissa. I'm from accounts. Melissa. Alright. Great. Thanks very much for your Alright. time, Melissa. You're You have a welcome. nice And if you do have further questions day. about your billing or accounts, just give me a call. Would you like to get my direct number in case? That's okay. I I if I have any questions, I'll I'll call in this number. Oh, sure. Sure. Just select the options from our prompt. Okay?","start_word":618,"end_word":748,"sentiment":"neutral","sentiment_score":0.1203748658299446},{"text":"Great. Thanks very much. Alright. Have a good Thank day. you so much. You do the same. Be safe. Thanks. Bye.","start_word":749,"end_word":769,"sentiment":"positive","sentiment_score":0.5451663576421284},{"text":"Bye bye.","start_word":770,"end_word":771,"sentiment":"neutral","sentiment_score":0.2819962799549103}],"average":{"sentiment":"neutral","sentiment_score":0.0413472416636708}}}}