{"metadata":{"transaction_key":"deprecated","request_id":"5992db2a-630f-46e9-ac7a-3580ede74942","sha256":"8573f6b049387b3a1c457ea78f087189f6b8867ccba0eccb852ceae400eb74f7","created":"2026-03-04T01:50:24.867Z","duration":553.2479,"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":1376,"output_tokens":77},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1470,"output_tokens":1473},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1470,"output_tokens":32}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your Total account. How may I help you today? Hi. Nice to have you on the line. I would love to assist you today. I'll just need to pull out your account. What is your full name and your birthday? Okay. Thank you. One moment here. Okay? Just bear with me. Boyangi. Okay. Thank you so much for giving us a call. And, yeah, we got your email. It just so happened we need to talk to you over the phone to follow our process for security measure. And based on your email, mister Boyan, you said you're switching to other provider. Right? Alright. And what is the reason you are switching to other provider? Faster service. Oh, okay. So, technically, you're not moving out. You wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may ask? I'm sorry? Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer. So if you have an issue with any service or the services that you're having, the Internet, let us know. In that way, we could keep you as our customer. The reason why we're asking, if there's any issue why you are canceling your service and switching to other provider. No. I'm sorry. I would love to clarify this. Okay? We wanted to be transparent with you. When you would like to cancel your service, if I may ask? Yeah. When? When? When? You are are you right now. And have you already signed up to other ISP? Don't you wanna stay with us? This is Airtel AU. We are your Internet service provider. Right? Don't you want to stay with us? In that way, you could save any connection. Because if you sign up to other ISP or Internet provider, you will you ex expense. You need to pay connection fee and everything. But this, if you're What is speed you would like to guess? Because right now you're getting one hand your plan is super fast 100. 1,000. What time you would like to cancel the service? Today? What time is right now after your call? Okay. So, mister Boya, I just wanted to clarify. You would like to cancel your service today after this call? Okay. Got it. Oh, no. As as we indicated from the message that the balance should be zero. Because, mister Boyang, if you are canceling a service, our process is you have to call over the phone like what you did, and you have to provide thirty days notice. For example, you plan to cancel your service today, March 4. You should call us February 4 to provide the thirty days notice. Why? Because we would we have the time to prepare to advise our partner network, which is Supa Network, that this address will be canceling. In that way, we will not be charged. Because, the Supa network, our partner network, where we are getting the connection is they are charging us in advance. Reason why we are, requesting our customer that if you would like to cancel, you have to provide thirty days notice, which is thirty days in advance. If you would like to cancel today, you should provide us a call or give us a call February, then provide the date. That's the process asides with the security measure. But we respect your decision. If you would like to cancel this today, we will coordinate your account to our tech team to process your cancellation. Okay? Alright. And one more thing. One moment here. And I would love to make sure did you get what I'm trying to explain in reference with your question that you paid your March? Because our billing process is every first of each month. Okay? Every first. All active accounts will be invoiced will get an invoice for March 1 because we are paying advance to the network. So for example, you would like to cancel it today, you should call us March. But thirty days not, it still be applied. Are we on the same page? So all good to cancel your account this afternoon, today, after this call? Okay. Do you have any further questions, any clarification? Let me check here. You've already paid your final bill. Right? The one that was sent to you? No. The bill is not for March. I it's not for April. It's only for March. You won't be charged for April anymore. It's already in the it's the amount that you paid today already covered your thirty days notice and March in bill. You don't need to pay for April. Okay? Because it's this March, and we will not charge you for April because after this call, your account will be inactive, and we will cancel your service as you requested. Okay? Okay. No bill for April. This the amount that you paid was the final bill. Okay? Alright. Thank you, Boyang. And just wait for the email cancellation confirmation. Okay? Alright. Thank you, and we appreciate the time you spent with us. If you need our service in the future, please let us know. Give us a call, and we will be more than happy to welcome you back. Thank you, and have a good one. Thank you. Bye. Be safe always. 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Thank you so much for calling your Total account. How may I help you today? Hi. Nice to have you on the line.\n\nI would love to assist you today. I'll just need to pull out your account. What is your full name and your birthday? Okay. Thank you.\n\nOne moment here. Okay? Just bear with me. Boyangi. Okay.\n\nThank you so much for giving us a call. And, yeah, we got your email. It just so happened we need to talk to you over the phone to follow our process for security measure. And based on your email, mister Boyan, you said you're switching to other provider. Right?\n\nAlright. And what is the reason you are switching to other provider? Faster service. Oh, okay. So, technically, you're not moving out.\n\nYou wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may ask? I'm sorry? Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer. So if you have an issue with any service or the services that you're having, the Internet, let us know. In that way, we could keep you as our customer.\n\nThe reason why we're asking, if there's any issue why you are canceling your service and switching to other provider. No. I'm sorry. I would love to clarify this. Okay?\n\nWe wanted to be transparent with you. When you would like to cancel your service, if I may ask? Yeah. When? When?\n\nWhen? You are are you right now. And have you already signed up to other ISP? Don't you wanna stay with us? This is Airtel AU.\n\nWe are your Internet service provider. Right? Don't you want to stay with us? In that way, you could save any connection. Because if you sign up to other ISP or Internet provider, you will you ex expense.\n\nYou need to pay connection fee and everything. But this, if you're What is speed you would like to guess? Because right now you're getting one hand your plan is super fast 100. 1,000. What time you would like to cancel the service?\n\nToday? What time is right now after your call? Okay. So, mister Boya, I just wanted to clarify. You would like to cancel your service today after this call?\n\nOkay. Got it. Oh, no. As as we indicated from the message that the balance should be zero. Because, mister Boyang, if you are canceling a service, our process is you have to call over the phone like what you did, and you have to provide thirty days notice.\n\nFor example, you plan to cancel your service today, March 4. You should call us February 4 to provide the thirty days notice. Why? Because we would we have the time to prepare to advise our partner network, which is Supa Network, that this address will be canceling. In that way, we will not be charged.\n\nBecause, the Supa network, our partner network, where we are getting the connection is they are charging us in advance. Reason why we are, requesting our customer that if you would like to cancel, you have to provide thirty days notice, which is thirty days in advance. If you would like to cancel today, you should provide us a call or give us a call February, then provide the date. That's the process asides with the security measure. But we respect your decision.\n\nIf you would like to cancel this today, we will coordinate your account to our tech team to process your cancellation. Okay? Alright. And one more thing. One moment here.\n\nAnd I would love to make sure did you get what I'm trying to explain in reference with your question that you paid your March? Because our billing process is every first of each month. Okay? Every first. All active accounts will be invoiced will get an invoice for March 1 because we are paying advance to the network.\n\nSo for example, you would like to cancel it today, you should call us March. But thirty days not, it still be applied. Are we on the same page? So all good to cancel your account this afternoon, today, after this call? Okay.\n\nDo you have any further questions, any clarification? Let me check here. You've already paid your final bill. Right? The one that was sent to you?\n\nNo. The bill is not for March. I it's not for April. It's only for March. You won't be charged for April anymore.\n\nIt's already in the it's the amount that you paid today already covered your thirty days notice and March in bill. You don't need to pay for April. Okay? Because it's this March, and we will not charge you for April because after this call, your account will be inactive, and we will cancel your service as you requested. Okay?\n\nOkay. No bill for April. This the amount that you paid was the final bill. Okay? Alright.\n\nThank you, Boyang. And just wait for the email cancellation confirmation. Okay? Alright. Thank you, and we appreciate the time you spent with us.\n\nIf you need our service in the future, please let us know. Give us a call, and we will be more than happy to welcome you back. Thank you, and have a good one. Thank you. Bye.\n\nBe safe always. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.2343747317790985},{"text":"Thank you so much for calling your Total account.","start":1.1999999,"end":3.6,"sentiment":"positive","sentiment_score":0.5499484174781375},{"text":"How may I help you today?","start":3.6,"end":4.98,"sentiment":"positive","sentiment_score":0.5023137877384821},{"text":"Hi.","start":10.24,"end":10.639999,"sentiment":"neutral","sentiment_score":0.20264270901679993},{"text":"Nice to have you on the line.","start":10.639999,"end":12.08,"sentiment":"positive","sentiment_score":0.5496119771684919}],"sentiment":"positive","sentiment_score":0.5103216568628947,"num_words":24,"start":0.88,"end":12.08},{"sentences":[{"text":"I would love to assist you today.","start":12.08,"end":13.759999,"sentiment":"positive","sentiment_score":0.6567849431719098},{"text":"I'll just need to pull out your account.","start":13.759999,"end":15.7,"sentiment":"neutral","sentiment_score":0.22806366719305515},{"text":"What is your full name and your birthday?","start":16.215,"end":19.275,"sentiment":"neutral","sentiment_score":0.09658142272382975},{"text":"Okay.","start":28.24,"end":28.56,"sentiment":"neutral","sentiment_score":0.16411860287189484},{"text":"Thank you.","start":28.56,"end":29.119999,"sentiment":"positive","sentiment_score":0.3820004165172577}],"sentiment":"neutral","sentiment_score":0.31241441374787915,"num_words":26,"start":12.08,"end":29.119999},{"sentences":[{"text":"One moment here.","start":29.119999,"end":29.92,"sentiment":"neutral","sentiment_score":0.2040321628252665},{"text":"Okay?","start":29.92,"end":30.42,"sentiment":"neutral","sentiment_score":0.09237341582775116},{"text":"Just bear with me.","start":30.48,"end":31.7,"sentiment":"neutral","sentiment_score":0.10346442647278309},{"text":"Boyangi.","start":47.855,"end":48.355,"sentiment":"neutral","sentiment_score":0.08142383396625519},{"text":"Okay.","start":48.815002,"end":49.315002,"sentiment":"neutral","sentiment_score":0.11289464682340622}],"sentiment":"neutral","sentiment_score":0.13126460909843446,"num_words":10,"start":29.119999,"end":49.315002},{"sentences":[{"text":"Thank you so much for giving us a call.","start":49.455,"end":51.955,"sentiment":"positive","sentiment_score":0.4211617178387112},{"text":"And, yeah, we got your email.","start":52.43,"end":53.95,"sentiment":"neutral","sentiment_score":0.1347086081902186},{"text":"It just so happened we need to talk to you over the phone to follow our process for security measure.","start":53.95,"end":60.29,"sentiment":"neutral","sentiment_score":0.13400928005576135},{"text":"And based on your email, mister Boyan, you said you're switching to other provider.","start":60.83,"end":65.97,"sentiment":"neutral","sentiment_score":0.0327265528695924},{"text":"Right?","start":66.270004,"end":66.770004,"sentiment":"neutral","sentiment_score":0.05708077549934387}],"sentiment":"neutral","sentiment_score":0.15588290452957154,"num_words":50,"start":49.455,"end":66.770004},{"sentences":[{"text":"Alright.","start":68.605,"end":69.105,"sentiment":"neutral","sentiment_score":0.07620042562484741},{"text":"And what is the reason you are switching to other provider?","start":69.165,"end":73.745,"sentiment":"neutral","sentiment_score":0.023841049352830105},{"text":"Faster service.","start":79.725006,"end":80.865005,"sentiment":"neutral","sentiment_score":0.09874585643410683},{"text":"Oh, okay.","start":83.130005,"end":83.950005,"sentiment":"neutral","sentiment_score":0.0067229485139250755},{"text":"So, technically, you're not moving out.","start":84.65,"end":88.11,"sentiment":"neutral","sentiment_score":-0.10498436416188876}],"sentiment":"neutral","sentiment_score":-0.003659845753149553,"num_words":22,"start":68.605,"end":88.11},{"sentences":[{"text":"You wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may ask?","start":88.25,"end":97.665,"sentiment":"neutral","sentiment_score":-0.11467448338866233},{"text":"I'm sorry?","start":105.265,"end":105.925,"sentiment":"neutral","sentiment_score":-0.04264230094850063},{"text":"Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer.","start":109.745,"end":118.9,"sentiment":"neutral","sentiment_score":0.20437313492099443},{"text":"So if you have an issue with any service or the services that you're having, the Internet, let us know.","start":118.96,"end":127.635,"sentiment":"neutral","sentiment_score":0.04756304658949375},{"text":"In that way, we could keep you as our customer.","start":127.635,"end":129.955,"sentiment":"neutral","sentiment_score":0.2726709574460983}],"sentiment":"neutral","sentiment_score":0.06951579083631068,"num_words":81,"start":88.25,"end":129.955},{"sentences":[{"text":"The reason why we're asking, if there's any issue why you are canceling your service and switching to other provider.","start":129.955,"end":139.575,"sentiment":"neutral","sentiment_score":-0.06475858762860298},{"text":"No.","start":151.89,"end":152.37001,"sentiment":"neutral","sentiment_score":-0.1406523883342743},{"text":"I'm sorry.","start":152.37001,"end":153.11,"sentiment":"neutral","sentiment_score":-0.20068342983722687},{"text":"I would love to clarify this.","start":153.49501,"end":155.975,"sentiment":"neutral","sentiment_score":-0.09675052389502525},{"text":"Okay?","start":155.975,"end":156.475,"sentiment":"neutral","sentiment_score":-0.054385699331760406}],"sentiment":"neutral","sentiment_score":-0.08240266144275665,"num_words":30,"start":129.955,"end":156.475},{"sentences":[{"text":"We wanted to be transparent with you.","start":156.935,"end":159.655,"sentiment":"neutral","sentiment_score":-0.04921677176441465},{"text":"When you would like to cancel your service, if I may ask?","start":159.655,"end":162.955,"sentiment":"neutral","sentiment_score":-0.058778418538471065},{"text":"Yeah.","start":169.97,"end":170.29,"sentiment":"neutral","sentiment_score":-0.043562792241573334},{"text":"When?","start":170.29,"end":170.61,"sentiment":"neutral","sentiment_score":-0.03947887569665909},{"text":"When?","start":170.61,"end":171.09,"sentiment":"neutral","sentiment_score":-0.04015537351369858}],"sentiment":"neutral","sentiment_score":-0.0533207030120221,"num_words":22,"start":156.935,"end":171.09},{"sentences":[{"text":"When?","start":171.09,"end":171.56999,"sentiment":"neutral","sentiment_score":-0.0455794557929039},{"text":"You are are you right now.","start":171.56999,"end":175.03,"sentiment":"neutral","sentiment_score":-0.057854347551862396},{"text":"And have you already signed up to other ISP?","start":175.49,"end":178.39,"sentiment":"neutral","sentiment_score":-0.05003981105983257},{"text":"Don't you wanna stay with us?","start":178.53,"end":180.31,"sentiment":"neutral","sentiment_score":-0.08588840067386627},{"text":"This is Airtel AU.","start":185.985,"end":187.685,"sentiment":"neutral","sentiment_score":-0.024841740261763334}],"sentiment":"neutral","sentiment_score":-0.05606773868203163,"num_words":26,"start":171.09,"end":187.685},{"sentences":[{"text":"We are your Internet service provider.","start":187.825,"end":190.565,"sentiment":"neutral","sentiment_score":-0.026980462484061718},{"text":"Right?","start":190.705,"end":191.205,"sentiment":"neutral","sentiment_score":-0.030044347047805783},{"text":"Don't you want to stay with us?","start":191.58499,"end":193.505,"sentiment":"neutral","sentiment_score":0.04110893873231752},{"text":"In that way, you could save any connection.","start":193.505,"end":196.325,"sentiment":"positive","sentiment_score":0.4038766399025917},{"text":"Because if you sign up to other ISP or Internet provider, you will you ex expense.","start":196.385,"end":206.22,"sentiment":"neutral","sentiment_score":0.13074618438258767}],"sentiment":"neutral","sentiment_score":0.14259967153989955,"num_words":38,"start":187.825,"end":206.22},{"sentences":[{"text":"You need to pay connection fee and everything.","start":206.22,"end":208.48001,"sentiment":"neutral","sentiment_score":0.010151965543627739},{"text":"But this, if you're What is speed you would like to guess?","start":209.58,"end":228.54,"sentiment":"neutral","sentiment_score":0.13830531078080335},{"text":"Because right now you're getting one hand your plan is super fast 100.","start":228.84,"end":234.21999,"sentiment":"neutral","sentiment_score":0.17193369338145623},{"text":"1,000.","start":236.745,"end":237.485,"sentiment":"neutral","sentiment_score":0.03749886155128479},{"text":"What time you would like to cancel the service?","start":248.345,"end":250.845,"sentiment":"neutral","sentiment_score":-0.09994976553652021}],"sentiment":"neutral","sentiment_score":0.07241787068372549,"num_words":43,"start":206.22,"end":250.845},{"sentences":[{"text":"Today?","start":255.55,"end":256.05,"sentiment":"neutral","sentiment_score":-0.04768826812505722},{"text":"What time is right now after your call?","start":258.43,"end":261.25,"sentiment":"neutral","sentiment_score":-0.03643241501413286},{"text":"Okay.","start":264.51,"end":265.01,"sentiment":"neutral","sentiment_score":-0.018179429695010185},{"text":"So, mister Boya, I just wanted to clarify.","start":265.29498,"end":268.355,"sentiment":"neutral","sentiment_score":-0.053675496485084295},{"text":"You would like to cancel your service today after this call?","start":269.375,"end":274.115,"sentiment":"neutral","sentiment_score":-0.15597329220988534}],"sentiment":"neutral","sentiment_score":-0.08629093807319115,"num_words":29,"start":255.55,"end":274.115},{"sentences":[{"text":"Okay.","start":276.815,"end":277.315,"sentiment":"neutral","sentiment_score":-0.020562373101711273},{"text":"Got it.","start":278.08,"end":287.53998,"sentiment":"neutral","sentiment_score":-0.05123316869139671},{"text":"Oh, no.","start":289.855,"end":290.495,"sentiment":"neutral","sentiment_score":-0.17848920077085495},{"text":"As as we indicated from the message that the balance should be zero.","start":290.495,"end":296.73502,"sentiment":"neutral","sentiment_score":-0.15678040167460075},{"text":"Because, mister Boyang, if you are canceling a service, our process is you have to call over the phone like what you did, and you have to provide thirty days notice.","start":296.73502,"end":308.38,"sentiment":"neutral","sentiment_score":-0.1694677498552107}],"sentiment":"neutral","sentiment_score":-0.15860515467974604,"num_words":49,"start":276.815,"end":308.38},{"sentences":[{"text":"For example, you plan to cancel your service today, March 4.","start":308.38,"end":314.06006,"sentiment":"neutral","sentiment_score":-0.10804830152880061},{"text":"You should call us February 4 to provide the thirty days notice.","start":314.06003,"end":319.04,"sentiment":"neutral","sentiment_score":-0.10056426314016183},{"text":"Why?","start":319.595,"end":320.095,"sentiment":"neutral","sentiment_score":-0.08751741796731949},{"text":"Because we would we have the time to prepare to advise our partner network, which is Supa Network, that this address will be canceling.","start":320.315,"end":330.255,"sentiment":"neutral","sentiment_score":-0.09715214588989814},{"text":"In that way, we will not be charged.","start":330.395,"end":332.41498,"sentiment":"neutral","sentiment_score":-0.04428966948762536}],"sentiment":"neutral","sentiment_score":-0.09229979910222548,"num_words":56,"start":308.38,"end":332.41498},{"sentences":[{"text":"Because, the Supa network, our partner network, where we are getting the connection is they are charging us in advance.","start":332.62997,"end":339.69,"sentiment":"neutral","sentiment_score":-0.079830920137465},{"text":"Reason why we are, requesting our customer that if you would like to cancel, you have to provide thirty days notice, which is thirty days in advance.","start":340.22998,"end":350.275,"sentiment":"neutral","sentiment_score":-0.13414141866895887},{"text":"If you would like to cancel today, you should provide us a call or give us a call February, then provide the date.","start":350.275,"end":358.31,"sentiment":"neutral","sentiment_score":-0.07944547506454198},{"text":"That's the process asides with the security measure.","start":358.77,"end":362.31,"sentiment":"neutral","sentiment_score":-0.018966790288686752},{"text":"But we respect your decision.","start":363.49,"end":365.50998,"sentiment":"neutral","sentiment_score":0.10154894888401031}],"sentiment":"neutral","sentiment_score":-0.08059846037572407,"num_words":83,"start":332.62997,"end":365.50998},{"sentences":[{"text":"If you would like to cancel this today, we will coordinate your account to our tech team to process your cancellation.","start":366.12997,"end":374.805,"sentiment":"neutral","sentiment_score":-0.045415557211353666},{"text":"Okay?","start":375.10498,"end":375.60498,"sentiment":"neutral","sentiment_score":0.013556044548749924},{"text":"Alright.","start":378.22498,"end":378.72498,"sentiment":"neutral","sentiment_score":0.05744383856654167},{"text":"And one more thing.","start":379.345,"end":381.985,"sentiment":"neutral","sentiment_score":0.04700173810124397},{"text":"One moment here.","start":381.985,"end":383.1,"sentiment":"neutral","sentiment_score":0.04478589817881584}],"sentiment":"neutral","sentiment_score":-0.018678739046057064,"num_words":30,"start":366.12997,"end":383.1},{"sentences":[{"text":"And I would love to make sure did you get what I'm trying to explain in reference with your question that you paid your March?","start":383.66,"end":393.44,"sentiment":"neutral","sentiment_score":0.1454652553796768},{"text":"Because our billing process is every first of each month.","start":393.9,"end":397.455,"sentiment":"neutral","sentiment_score":0.01385603304952383},{"text":"Okay?","start":397.69498,"end":398.095,"sentiment":"neutral","sentiment_score":0.03162603825330734},{"text":"Every first.","start":398.095,"end":398.995,"sentiment":"neutral","sentiment_score":0.033782366663217545},{"text":"All active accounts will be invoiced will get an invoice for March 1 because we are paying advance to the network.","start":399.375,"end":410.45,"sentiment":"neutral","sentiment_score":0.056245758065155575}],"sentiment":"neutral","sentiment_score":0.08568717637178251,"num_words":59,"start":383.66,"end":410.45},{"sentences":[{"text":"So for example, you would like to cancel it today, you should call us March.","start":413.71,"end":418.85,"sentiment":"neutral","sentiment_score":0.03360208347439766},{"text":"But thirty days not, it still be applied.","start":419.07,"end":421.65,"sentiment":"neutral","sentiment_score":0.007478385232388973},{"text":"Are we on the same page?","start":426.925,"end":428.54498,"sentiment":"neutral","sentiment_score":0.014796743169426918},{"text":"So all good to cancel your account this afternoon, today, after this call?","start":432.04498,"end":440.17,"sentiment":"neutral","sentiment_score":0.18235808095106712},{"text":"Okay.","start":443.27002,"end":443.67,"sentiment":"neutral","sentiment_score":0.040619462728500366}],"sentiment":"neutral","sentiment_score":0.07125379786241887,"num_words":43,"start":413.71,"end":443.67},{"sentences":[{"text":"Do you have any further questions, any clarification?","start":443.67,"end":446.65,"sentiment":"neutral","sentiment_score":0.03166804206557572},{"text":"Let me check here.","start":453.845,"end":454.80502,"sentiment":"neutral","sentiment_score":0.02086611883714795},{"text":"You've already paid your final bill.","start":454.80502,"end":457.045,"sentiment":"neutral","sentiment_score":0.026117313653230667},{"text":"Right?","start":457.045,"end":457.52502,"sentiment":"neutral","sentiment_score":0.03442658483982086},{"text":"The one that was sent to you?","start":457.52502,"end":459.785,"sentiment":"neutral","sentiment_score":0.03252487416778292}],"sentiment":"neutral","sentiment_score":0.029062053761803187,"num_words":26,"start":443.67,"end":459.785},{"sentences":[{"text":"No.","start":468.29,"end":468.79,"sentiment":"neutral","sentiment_score":-0.11838716268539427},{"text":"The bill is not for March.","start":469.25,"end":471.19,"sentiment":"neutral","sentiment_score":-0.15339278181393942},{"text":"I it's not for April.","start":471.41,"end":472.61002,"sentiment":"neutral","sentiment_score":-0.12009897232055664},{"text":"It's only for March.","start":472.61002,"end":474.55002,"sentiment":"neutral","sentiment_score":-0.08773308992385864},{"text":"You won't be charged for April anymore.","start":475.36502,"end":477.625,"sentiment":"neutral","sentiment_score":-0.11021355113812856}],"sentiment":"neutral","sentiment_score":-0.12007243186235428,"num_words":23,"start":468.29,"end":477.625},{"sentences":[{"text":"It's already in the it's the amount that you paid today already covered your thirty days notice and March in bill.","start":480.005,"end":490.42502,"sentiment":"neutral","sentiment_score":0.04683815829810642},{"text":"You don't need to pay for April.","start":490.95,"end":493.21,"sentiment":"neutral","sentiment_score":-0.01541818305850029},{"text":"Okay?","start":493.59,"end":494.09,"sentiment":"neutral","sentiment_score":0.023186255246400833},{"text":"Because it's this March, and we will not charge you for April because after this call, your account will be inactive, and we will cancel your service as you requested.","start":494.15,"end":506.745,"sentiment":"neutral","sentiment_score":-0.06840857512628039},{"text":"Okay?","start":507.205,"end":507.705,"sentiment":"neutral","sentiment_score":-0.00020869262516498568}],"sentiment":"neutral","sentiment_score":-0.019226760805274048,"num_words":60,"start":480.005,"end":507.705},{"sentences":[{"text":"Okay.","start":510.405,"end":510.88498,"sentiment":"neutral","sentiment_score":0.0067963190376758575},{"text":"No bill for April.","start":510.88498,"end":512.265,"sentiment":"neutral","sentiment_score":-0.04809829918667674},{"text":"This the amount that you paid was the final bill.","start":513.045,"end":517.285,"sentiment":"neutral","sentiment_score":0.12617424838244914},{"text":"Okay?","start":517.285,"end":517.785,"sentiment":"neutral","sentiment_score":0.07561363279819489},{"text":"Alright.","start":519.83,"end":520.33,"sentiment":"neutral","sentiment_score":0.16274985671043396}],"sentiment":"neutral","sentiment_score":0.07732406444847584,"num_words":17,"start":510.405,"end":520.33},{"sentences":[{"text":"Thank you, Boyang.","start":520.63,"end":521.76996,"sentiment":"neutral","sentiment_score":0.3130713403224945},{"text":"And just wait for the email cancellation confirmation.","start":521.83,"end":527.05,"sentiment":"neutral","sentiment_score":0.14992633275687695},{"text":"Okay?","start":527.35,"end":527.85,"sentiment":"neutral","sentiment_score":0.0926077365875244},{"text":"Alright.","start":529.67,"end":530.17,"sentiment":"neutral","sentiment_score":0.23317831754684448},{"text":"Thank you, and we appreciate the time you spent with us.","start":530.31,"end":533.61,"sentiment":"positive","sentiment_score":0.4575661610473286}],"sentiment":"neutral","sentiment_score":0.31240160452822846,"num_words":24,"start":520.63,"end":533.61},{"sentences":[{"text":"If you need our service in the future, please let us know.","start":534.155,"end":538.635,"sentiment":"neutral","sentiment_score":0.24247882515192032},{"text":"Give us a call, and we will be more than happy to welcome you back.","start":538.635,"end":542.315,"sentiment":"positive","sentiment_score":0.4638309081395467},{"text":"Thank you, and have a good one.","start":542.315,"end":544.09503,"sentiment":"positive","sentiment_score":0.4546849642481123},{"text":"Thank you.","start":545.11505,"end":545.67505,"sentiment":"neutral","sentiment_score":0.25660358369350433},{"text":"Bye.","start":545.67505,"end":546.17505,"sentiment":"neutral","sentiment_score":0.1930532306432724}],"sentiment":"positive","sentiment_score":0.3717909370725219,"num_words":37,"start":534.155,"end":546.17505},{"sentences":[{"text":"Be safe always.","start":546.635,"end":547.85504,"sentiment":"positive","sentiment_score":0.3910849293073018},{"text":"Bye bye.","start":549.9829,"end":550.7229,"sentiment":"neutral","sentiment_score":0.12426634877920151}],"sentiment":"neutral","sentiment_score":0.28435749709606173,"num_words":5,"start":546.635,"end":550.7229}]}}]},{"alternatives":[{"transcript":"I want to cancel my Internet service. Is my first name, and my birthday is 02/2004. Thank you. Because they got faster service. Yeah. Maybe not. That's fine. All good. Maybe not just help me to cancel it. That's fine. You're asking me when. Right? Just just right now. Yeah. What's the ISB? Yeah. That's fine. Just move out. Just can go with that one, and I will use the other one. Because that one is the only one that the manager told us we can use. It will be the faster. 1,000. Yeah. That's 1,001. So that's fine. Just tell me to cancel that one because I still have class. Maybe the afternoon, I need to do that. Just no. Maybe when we yesterday. Right now, ask us a call. Yeah. And, also, I need to take it clearly because I had pay the Internet fee from the March. So was there refund or not? Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. How about the final bill? But for that one, they got the March and the April, maybe the both of these two months. That's fine. Yeah. Yeah. Thank you. Gotcha. Yeah. Yeah. Thank you. Thank you. You too. 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Is my first name, and my birthday is 02/2004. Thank you. Because they got faster service. Yeah.\n\nMaybe not. That's fine. All good. Maybe not just help me to cancel it. That's fine.\n\nYou're asking me when. Right? Just just right now. Yeah. What's the ISB?\n\nYeah. That's fine. Just move out. Just can go with that one, and I will use the other one. Because that one is the only one that the manager told us we can use.\n\nIt will be the faster. 1,000. Yeah. That's 1,001. So that's fine.\n\nJust tell me to cancel that one because I still have class. Maybe the afternoon, I need to do that. Just no. Maybe when we yesterday. Right now, ask us a call.\n\nYeah. And, also, I need to take it clearly because I had pay the Internet fee from the March. So was there refund or not? Yeah. Yeah.\n\nYeah. Yeah. Yeah. Yeah. How about the final bill?\n\nBut for that one, they got the March and the April, maybe the both of these two months. That's fine. Yeah. Yeah. Thank you.\n\nGotcha. Yeah. Yeah. Thank you. Thank you.\n\nYou too. Yeah. Thank you.","paragraphs":[{"sentences":[{"text":"I want to cancel my Internet service.","start":6.3999996,"end":9.38,"sentiment":"neutral","sentiment_score":-0.14542025859866822},{"text":"Is my first name, and my birthday is 02/2004.","start":21.845001,"end":27.705,"sentiment":"neutral","sentiment_score":0.04338222679992517},{"text":"Thank you.","start":67.32,"end":68.14,"sentiment":"neutral","sentiment_score":0.19054028391838074},{"text":"Because they got faster service.","start":75.575,"end":78.635,"sentiment":"neutral","sentiment_score":0.07187488824129104},{"text":"Yeah.","start":81.815,"end":82.315,"sentiment":"neutral","sentiment_score":0.0247802771627903}],"sentiment":"neutral","sentiment_score":0.0057388965506106615,"num_words":24,"start":6.3999996,"end":82.315},{"sentences":[{"text":"Maybe not.","start":102.355,"end":103.255,"sentiment":"neutral","sentiment_score":-0.18366581946611404},{"text":"That's 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now.","start":171.84,"end":173.3,"sentiment":"neutral","sentiment_score":-0.06345852557569742},{"text":"Yeah.","start":175.92,"end":176.42,"sentiment":"neutral","sentiment_score":-0.034394487738609314},{"text":"What's the ISB?","start":183.36,"end":184.5,"sentiment":"neutral","sentiment_score":-0.03617912530899048}],"sentiment":"neutral","sentiment_score":-0.05161376383442145,"num_words":13,"start":167.19499,"end":184.5},{"sentences":[{"text":"Yeah.","start":191.97499,"end":192.47499,"sentiment":"neutral","sentiment_score":-0.030218888074159626},{"text":"That's fine.","start":209.87999,"end":210.59999,"sentiment":"neutral","sentiment_score":0.2505379468202591},{"text":"Just move out.","start":210.59999,"end":212.015,"sentiment":"neutral","sentiment_score":0.07474927604198456},{"text":"Just can go with that one, and I will use the other one.","start":212.075,"end":215.295,"sentiment":"neutral","sentiment_score":0.3270804320390408},{"text":"Because that one is the only one that the 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about the final bill?","start":448.975,"end":450.755,"sentiment":"neutral","sentiment_score":0.0024246856570243835}],"sentiment":"neutral","sentiment_score":0.025104065322213702,"num_words":9,"start":429.63998,"end":450.755},{"sentences":[{"text":"But for that one, they got the March and the April, maybe the both of these two months.","start":460.95,"end":467.37,"sentiment":"neutral","sentiment_score":0.02135968596364061},{"text":"That's fine.","start":480.61002,"end":481.43002,"sentiment":"neutral","sentiment_score":0.07964710891246796},{"text":"Yeah.","start":509.295,"end":509.795,"sentiment":"neutral","sentiment_score":0.007222601212561131},{"text":"Yeah.","start":513.29,"end":513.77,"sentiment":"neutral","sentiment_score":0.05219945311546326},{"text":"Thank 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too.","start":545.01996,"end":545.68,"sentiment":"neutral","sentiment_score":0.2981943190097809},{"text":"Yeah.","start":548.38,"end":548.77997,"sentiment":"positive","sentiment_score":0.5126546621322632},{"text":"Thank you.","start":548.77997,"end":549.51996,"sentiment":"positive","sentiment_score":0.778457373380661}],"sentiment":"positive","sentiment_score":0.5331916093826294,"num_words":5,"start":545.01996,"end":549.51996}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your Total account. How may I help you today?\n\nChannel 1: I want to cancel my Internet service.\n\nChannel 0: Hi. Nice to have you on the line. I would love to assist you today. I'll just need to pull out your account. What is your full name and your birthday?\n\nChannel 1: Is my first name, and my birthday is 02/2004.\n\nChannel 0: Okay. Thank you. One moment here. Okay? Just bear with me.\n\nBoyangi. Okay. Thank you so much for giving us a call. And, yeah, we got your email. It just so happened we need to talk to you over the phone to follow our process for security measure.\n\nAnd based on your email, mister Boyan, you said you're switching to other provider. Right?\n\nChannel 1: Thank you.\n\nChannel 0: Alright. And what is the reason you are switching to other provider?\n\nChannel 1: Because they got faster service.\n\nChannel 0: Faster service.\n\nChannel 1: Yeah.\n\nChannel 0: Oh, okay. So, technically, you're not moving out. You wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may ask?\n\nChannel 1: Maybe not. That's fine.\n\nChannel 0: I'm sorry?\n\nChannel 1: All good.\n\nChannel 0: Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer. So if you have an issue with any service or the services that you're having, the Internet, let us know. In that way, we could keep you as our customer. The reason why we're asking, if there's any issue why you are canceling your service and switching to other provider.\n\nChannel 1: Maybe not just help me to cancel it. That's fine.\n\nChannel 0: No. I'm sorry. I would love to clarify this. Okay? We wanted to be transparent with you.\n\nWhen you would like to cancel your service, if I may ask?\n\nChannel 1: You're asking me when. Right?\n\nChannel 0: Yeah. When? When? When? You\n\nChannel 1: Just\n\nChannel 0: are are\n\nChannel 1: just\n\nChannel 0: you\n\nChannel 1: right now.\n\nChannel 0: right now. And have\n\nChannel 1: Yeah.\n\nChannel 0: you already signed up to other ISP? Don't you wanna stay with us?\n\nChannel 1: What's the ISB?\n\nChannel 0: This is Airtel AU. We are your Internet service provider. Right? Don't you\n\nChannel 1: Yeah.\n\nChannel 0: want to stay with us? In that way, you could save any connection. Because if you sign up to other ISP or Internet provider, you will you ex expense. You need to pay connection fee and everything. But this,\n\nChannel 1: That's fine.\n\nChannel 0: if you're\n\nChannel 1: Just move out. Just can go with that one, and I will use the other one. Because that one is the only one that the manager told us we can use. It will be the faster.\n\nChannel 0: What is speed you would like to guess? Because right now you're getting one hand your plan is super fast 100.\n\nChannel 1: 1,000.\n\nChannel 0: 1,000.\n\nChannel 1: Yeah. That's 1,001. So that's fine. Just tell me to cancel that one because I still have class. Maybe the afternoon, I need to do that.\n\nChannel 0: What time you would like to cancel the service?\n\nChannel 1: Just no. Maybe\n\nChannel 0: Today?\n\nChannel 1: when we yesterday.\n\nChannel 0: What time is right now after your call?\n\nChannel 1: Right now, ask us a call.\n\nChannel 0: Okay. So, mister Boya, I just wanted to clarify. You would like to cancel your service today after this call?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Got\n\nChannel 1: And, also, I need to take it clearly because I had pay the Internet fee from the March. So was\n\nChannel 0: it.\n\nChannel 1: there refund or not?\n\nChannel 0: Oh, no. As as we indicated from the message that the balance should be zero. Because, mister Boyang, if you are canceling a service, our process is you have to call over the phone like what you did, and you have to provide thirty days notice. For example, you plan to cancel your service today, March 4. You should call us February 4 to provide the thirty days notice.\n\nWhy? Because we would we have the time to prepare to advise our partner network, which is Supa Network, that this address will be canceling. In that way, we will not be charged. Because, the Supa network, our partner network, where we are getting the connection is they are charging us in advance. Reason why we are, requesting our customer that if you would like to cancel, you have to provide thirty days notice, which is thirty days in advance.\n\nIf you would like to cancel today, you should provide us a call or give us a call February, then provide the date. That's the process asides with the security measure. But we respect your decision. If you would like to cancel this today, we will coordinate your account to our tech team to process your cancellation. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. And one more thing. One moment here. And I would love to make sure did you get what I'm trying to explain in reference with your question that you paid your March? Because our billing process is every first of each month.\n\nOkay? Every first. All active accounts will be invoiced will get an invoice for March 1 because we are paying advance to the network. So for example, you would like to cancel it today, you should call us March. But thirty days not, it still be applied.\n\nAre we on the same page?\n\nChannel 1: Yeah. Yeah. Yeah. Yeah.\n\nChannel 0: So all good to cancel your account this afternoon, today, after this call?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Do you have any further questions, any clarification?\n\nChannel 1: How about the final bill?\n\nChannel 0: Let me check here. You've already paid your final bill. Right? The one that was sent to you?\n\nChannel 1: But for that one, they got the March and the April, maybe the both of these two months.\n\nChannel 0: No. The bill is not for March. I it's not for April. It's only for March. You won't be charged for April anymore.\n\nIt's already\n\nChannel 1: That's\n\nChannel 0: in\n\nChannel 1: fine.\n\nChannel 0: the it's the amount that you paid today already covered your thirty days notice and March in bill. You don't need to pay for April. Okay? Because it's this March, and we will not charge you for April because after this call, your account will be inactive, and we will cancel your service as you requested. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. No bill for April. This\n\nChannel 1: Yeah.\n\nChannel 0: the\n\nChannel 1: Thank\n\nChannel 0: amount\n\nChannel 1: you.\n\nChannel 0: that you paid was the final bill. Okay?\n\nChannel 1: Gotcha.\n\nChannel 0: Alright. Thank you, Boyang. And just wait for the email cancellation confirmation. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. Thank you, and we appreciate the time you spent with us. If you need our service in the future, please let us know. Give us a call, and we will be more than happy to welcome you back. Thank you, and have a good\n\nChannel 1: Yeah.\n\nChannel 0: one.\n\nChannel 1: Thank you. Thank you. You\n\nChannel 0: Thank\n\nChannel 1: too.\n\nChannel 0: you. Bye. Be safe always.\n\nChannel 1: Yeah. Thank you.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.2343747317790985},{"text":"Thank you so much for calling your Total account.","start":1.1999999,"end":3.6,"sentiment":"positive","sentiment_score":0.5499484174781375},{"text":"How may I help you today?","start":3.6,"end":4.98,"sentiment":"positive","sentiment_score":0.5023137877384821}],"sentiment":"positive","sentiment_score":0.5123620759695768,"channel":0,"num_words":16,"start":0.88,"end":4.98},{"sentences":[{"text":"I want to cancel my Internet service.","start":6.3999996,"end":9.38,"sentiment":"neutral","sentiment_score":-0.14542025859866822}],"sentiment":"neutral","sentiment_score":-0.14542025859866822,"channel":1,"num_words":7,"start":6.3999996,"end":9.38},{"sentences":[{"text":"Hi.","start":10.24,"end":10.639999,"sentiment":"neutral","sentiment_score":0.20264270901679993},{"text":"Nice to have you on the 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02/2004.","start":21.845001,"end":27.705,"sentiment":"neutral","sentiment_score":0.04338222679992517}],"sentiment":"neutral","sentiment_score":0.04338222679992517,"channel":1,"num_words":9,"start":21.845001,"end":27.705},{"sentences":[{"text":"Okay.","start":28.24,"end":28.56,"sentiment":"neutral","sentiment_score":0.16411860287189484},{"text":"Thank you.","start":28.56,"end":29.119999,"sentiment":"positive","sentiment_score":0.3820004165172577},{"text":"One moment here.","start":29.119999,"end":29.92,"sentiment":"neutral","sentiment_score":0.2040321628252665},{"text":"Okay?","start":29.92,"end":30.42,"sentiment":"neutral","sentiment_score":0.09237341582775116},{"text":"Just bear with me.","start":30.48,"end":31.7,"sentiment":"neutral","sentiment_score":0.10346442647278309}],"sentiment":"neutral","sentiment_score":0.18604064055464484,"channel":0,"num_words":11,"start":28.24,"end":31.7},{"sentences":[{"text":"Boyangi.","start":47.855,"end":48.355,"sentiment":"neutral","sentiment_score":0.08142383396625519},{"text":"Okay.","start":48.815002,"end":49.315002,"sentiment":"neutral","sentiment_score":0.11289464682340622},{"text":"Thank you so much for giving us a call.","start":49.455,"end":51.955,"sentiment":"positive","sentiment_score":0.4211617178387112},{"text":"And, yeah, we got your email.","start":52.43,"end":53.95,"sentiment":"neutral","sentiment_score":0.1347086081902186},{"text":"It just so happened we need to talk to you over the phone to follow our process for security measure.","start":53.95,"end":60.29,"sentiment":"neutral","sentiment_score":0.13400928005576135}],"sentiment":"neutral","sentiment_score":0.20197868085390813,"channel":0,"num_words":37,"start":47.855,"end":60.29},{"sentences":[{"text":"And based on your email, mister Boyan, you said you're switching to other provider.","start":60.83,"end":65.97,"sentiment":"neutral","sentiment_score":0.0327265528695924},{"text":"Right?","start":66.270004,"end":66.770004,"sentiment":"neutral","sentiment_score":0.05708077549934387}],"sentiment":"neutral","sentiment_score":0.03435016771157583,"channel":0,"num_words":15,"start":60.83,"end":66.770004},{"sentences":[{"text":"Thank 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service.","start":79.725006,"end":80.865005,"sentiment":"neutral","sentiment_score":0.09874585643410683}],"sentiment":"neutral","sentiment_score":0.09874585643410683,"channel":0,"num_words":2,"start":79.725006,"end":80.865005},{"sentences":[{"text":"Yeah.","start":81.815,"end":82.315,"sentiment":"neutral","sentiment_score":0.0247802771627903}],"sentiment":"neutral","sentiment_score":0.0247802771627903,"channel":1,"num_words":1,"start":81.815,"end":82.315},{"sentences":[{"text":"Oh, okay.","start":83.130005,"end":83.950005,"sentiment":"neutral","sentiment_score":0.0067229485139250755},{"text":"So, technically, you're not moving out.","start":84.65,"end":88.11,"sentiment":"neutral","sentiment_score":-0.10498436416188876},{"text":"You wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may 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good.","start":107.795,"end":108.455,"sentiment":"neutral","sentiment_score":0.1574842855334282}],"sentiment":"neutral","sentiment_score":0.1574842855334282,"channel":1,"num_words":2,"start":107.795,"end":108.455},{"sentences":[{"text":"Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer.","start":109.745,"end":118.9,"sentiment":"neutral","sentiment_score":0.20437313492099443},{"text":"So if you have an issue with any service or the services that you're having, the Internet, let us know.","start":118.96,"end":127.635,"sentiment":"neutral","sentiment_score":0.04756304658949375},{"text":"In that way, we could keep you as our customer.","start":127.635,"end":129.955,"sentiment":"neutral","sentiment_score":0.2726709574460983},{"text":"The reason why we're asking, if there's any issue why you are canceling your service and switching to other 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The agent asks for their personal information and explains the process for canceling the service. The agent also clarifies the customer's billing process and reminds them to call if they need further assistance. The call ends with the agent thanking the customer and reminding them to call if they need further assistance."},"intents":{"segments":[{"text":"I want to cancel my Internet service.","start_word":16,"end_word":22,"intents":[{"intent":"Assist with cancellation process","confidence_score":0.00021984948}]},{"text":"Just tell me to cancel that one because I still have class. Maybe the afternoon, I need to do that. What time you would like to cancel the service? Just no.","start_word":462,"end_word":492,"intents":[{"intent":"Cancel service","confidence_score":0.29639286}]},{"text":"Because our billing process is every first of each month. Okay?","start_word":801,"end_word":811,"intents":[{"intent":"Discuss billing process","confidence_score":0.0013958802}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2343747317790985},{"text":"Thank you so much for calling your Total account. How may I help you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.5285057425498962},{"text":"I want to cancel my Internet service. Hi.","start_word":16,"end_word":23,"sentiment":"neutral","sentiment_score":-0.07435799390077591},{"text":"Nice to have you on the line. I would love to assist you today.","start_word":24,"end_word":37,"sentiment":"positive","sentiment_score":0.6074557304382324},{"text":"I'll just need to pull out your account. What is your full name and your birthday? Is my first name, and my birthday is 02/2004. Okay.","start_word":38,"end_word":63,"sentiment":"neutral","sentiment_score":0.12419957667589188},{"text":"Thank you.","start_word":64,"end_word":65,"sentiment":"positive","sentiment_score":0.36145633459091187},{"text":"One moment here. Okay? Just bear with me. Boyangi. Okay.","start_word":66,"end_word":75,"sentiment":"neutral","sentiment_score":0.12452125549316406},{"text":"Thank you so much for giving us a call.","start_word":76,"end_word":84,"sentiment":"positive","sentiment_score":0.42989853024482727},{"text":"And, yeah, we got your email. It just so happened we need to talk to you over the phone to follow our process for security measure. And based on your email, mister Boyan, you said you're switching to other provider. Right? Thank you. Alright. And what is the reason you are switching to other provider? Because they got faster service. Faster service. Yeah. Oh, okay. So, technically, you're not moving out. You wanted to cancel your service due to do you have any issue with the service that you're getting from Airtel, if I may ask? Maybe not. That's fine. I'm sorry? All good. Reason why we're asking is we would like to we value you as our customer, and we would like to remain as our customer. So if you have an issue with any service or the services that you're having, the Internet, let us know. In that way, we could keep you as our customer. The reason why we're asking, if there's any issue why you are canceling your service and switching to other provider. Maybe not just help me to cancel it. That's fine. No. I'm sorry. I would love to clarify this. Okay? We wanted to be transparent with you. When you would like to cancel your service, if I may ask? You're asking me when. Right? Yeah. When? When? When? You Just are are just you right now. right now. And have Yeah. you already signed up to other ISP? Don't you wanna stay with us? What's the ISB? This is Airtel AU. We are your Internet service provider. Right? Don't you Yeah. want to stay with us?","start_word":85,"end_word":358,"sentiment":"neutral","sentiment_score":0.009098671385202638},{"text":"In that way, you could save any connection.","start_word":359,"end_word":366,"sentiment":"positive","sentiment_score":0.4060586094856262},{"text":"Because if you sign up to other ISP or Internet provider, you will you ex expense. You need to pay connection fee and everything. But this, That's fine. if you're Just move out. Just can go with that one, and I will use the other one. Because that one is the only one that the manager told us we can use.","start_word":367,"end_word":427,"sentiment":"neutral","sentiment_score":0.18291231989860535},{"text":"It will be the faster.","start_word":428,"end_word":432,"sentiment":"positive","sentiment_score":0.3520863950252533},{"text":"What is speed you would like to guess? Because right now you're getting one hand your plan is super fast 100. 1,000. 1,000. Yeah. That's 1,001. So that's fine. Just tell me to cancel that one because I still have class. Maybe the afternoon, I need to do that. What time you would like to cancel the service? Just no. Maybe Today? when we yesterday. What time is right now after your call? Right now, ask us a call. Okay. So, mister Boya, I just wanted to clarify. You would like to cancel your service today after this call? Yeah. Okay. Got And, also, I need to take it clearly because I had pay the Internet fee from the March. So it. was there refund or not? Oh, no. As as we indicated from the message that the balance should be zero. Because, mister Boyang, if you are canceling a service, our process is you have to call over the phone like what you did, and you have to provide thirty days notice. For example, you plan to cancel your service today, March 4. You should call us February 4 to provide the thirty days notice. Why? Because we would we have the time to prepare to advise our partner network, which is Supa Network, that this address will be canceling. In that way, we will not be charged. Because, the Supa network, our partner network, where we are getting the connection is they are charging us in advance. Reason why we are, requesting our customer that if you would like to cancel, you have to provide thirty days notice, which is thirty days in advance. If you would like to cancel today, you should provide us a call or give us a call February, then provide the date. That's the process asides with the security measure. But we respect your decision. If you would like to cancel this today, we will coordinate your account to our tech team to process your cancellation. Okay? Yeah. Alright. And one more thing. One moment here. And I would love to make sure did you get what I'm trying to explain in reference with your question that you paid your March? Because our billing process is every first of each month. Okay? Every first. All active accounts will be invoiced will get an invoice for March 1 because we are paying advance to the network. So for example, you would like to cancel it today, you should call us March. But thirty days not, it still be applied. Are we on the same page? Yeah. Yeah. Yeah. Yeah. So all good to cancel your account this afternoon, today, after this call? Yeah. Okay. Do you have any further questions, any clarification? How about the final bill? Let me check here. You've already paid your final bill. Right? The one that was sent to you? But for that one, they got the March and the April, maybe the both of these two months. No. The bill is not for March. I it's not for April. It's only for March. You won't be charged for April anymore. It's already That's in fine. the it's the amount that you paid today already covered your thirty days notice and March in bill. You don't need to pay for April. Okay? Because it's this March, and we will not charge you for April because after this call, your account will be inactive, and we will cancel your service as you requested. Okay? Yeah. Okay. No bill for April. This Yeah. the Thank amount you. that you paid was the final bill. Okay? Gotcha. Alright. Thank you, Boyang. And just wait for the email cancellation confirmation. Okay? Yeah. Alright.","start_word":433,"end_word":1052,"sentiment":"neutral","sentiment_score":-0.02452426224105781},{"text":"Thank you, and we appreciate the time you spent with us.","start_word":1053,"end_word":1063,"sentiment":"positive","sentiment_score":0.45378920435905457},{"text":"If you need our service in the future, please let us know.","start_word":1064,"end_word":1075,"sentiment":"neutral","sentiment_score":0.24753129482269287},{"text":"Give us a call, and we will be more than happy to welcome you back. 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