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And your full name, please? Thank you. Just bear with me here because we just got an update from our back end that they are currently having a system upgrade. The reason why invoices are not yet available to be processed for payment. So just bear with me here, Brandon. Okay? I'm going over with your account and checking if your account is included with the impacted update. Okay. Unfortunately, David, I'm showing here that your account your invoice for this March is not available for any payment at this moment because we are just currently waiting an update from our back end. They are closely working to resolve this issue because they generated an invoice supposed to be being generated and sent to you guys every first of each month. And whenever our customer is ready to pay the invoice, it should be available. However, as of this moment, it's currently showing zero, and we're still waiting an update from the back end to fix this issue to show your outstanding balance of $69.95 to have it processed. We we ask for your patience and understanding. And once this issue has been fixed, we will notify you as soon as possible and help you process your payment. You're welcome, David. Have a great day, and be safe. We'll keep you updated. Thank you. 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Thank you so much for calling your account. How may I help you today? Oh, sure. I'll be glad to assist you today.\n\nLet me pull out your account first. What is your phone number? Thank you so much. And your full name, please? Thank you.\n\nJust bear with me here because we just got an update from our back end that they are currently having a system upgrade. The reason why invoices are not yet available to be processed for payment. So just bear with me here, Brandon. Okay? I'm going over with your account and checking if your account is included with the impacted update.\n\nOkay. Unfortunately, David, I'm showing here that your account your invoice for this March is not available for any payment at this moment because we are just currently waiting an update from our back end. They are closely working to resolve this issue because they generated an invoice supposed to be being generated and sent to you guys every first of each month. And whenever our customer is ready to pay the invoice, it should be available. However, as of this moment, it's currently showing zero, and we're still waiting an update from the back end to fix this issue to show your outstanding balance of $69.95 to have it processed.\n\nWe we ask for your patience and understanding. And once this issue has been fixed, we will notify you as soon as possible and help you process your payment. You're welcome, David. Have a great day, and be safe. We'll keep you updated.\n\nThank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.24098432064056396},{"text":"Thank you so much for calling your account.","start":0.88,"end":3.1399999,"sentiment":"positive","sentiment_score":0.6005142331123352},{"text":"How may I help you today?","start":3.1999998,"end":4.58,"sentiment":"positive","sentiment_score":0.5016361276308695},{"text":"Oh, sure.","start":9.12,"end":9.679999,"sentiment":"neutral","sentiment_score":0.2325025200843811},{"text":"I'll be glad to assist you today.","start":9.679999,"end":11.679999,"sentiment":"positive","sentiment_score":0.5638098887034825}],"sentiment":"positive","sentiment_score":0.5194412171840668,"num_words":24,"start":0.56,"end":11.679999},{"sentences":[{"text":"Let me pull out your account first.","start":11.679999,"end":13.5199995,"sentiment":"neutral","sentiment_score":0.12637239588158472},{"text":"What is your phone 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bear with me here, Brandon.","start":53.475002,"end":55.395,"sentiment":"neutral","sentiment_score":-0.008984465418117387},{"text":"Okay?","start":55.395,"end":55.635002,"sentiment":"neutral","sentiment_score":-0.004686946049332619},{"text":"I'm going over with your account and checking if your account is included with the impacted update.","start":55.635002,"end":62.64,"sentiment":"neutral","sentiment_score":-0.03791900888523635}],"sentiment":"neutral","sentiment_score":-0.04950040856712177,"num_words":61,"start":36.89,"end":62.64},{"sentences":[{"text":"Okay.","start":95.17,"end":95.649994,"sentiment":"neutral","sentiment_score":-0.10079056024551392},{"text":"Unfortunately, David, I'm showing here that your account your invoice for this March is not available for any payment at this moment because we are just currently waiting an update from our back end.","start":95.649994,"end":111.555,"sentiment":"negative","sentiment_score":-0.37942720248418693},{"text":"They are closely working to resolve this issue because they generated an invoice supposed to be being generated and sent to you guys every first of each month.","start":111.555,"end":121.15,"sentiment":"neutral","sentiment_score":-0.2852483769612653},{"text":"And whenever our customer is ready to pay the invoice, it should be available.","start":121.29,"end":126.19,"sentiment":"neutral","sentiment_score":-0.14579434852514947},{"text":"However, as of this moment, it's currently showing zero, and we're still waiting an update from the back end to fix this issue to show your outstanding balance of $69.95 to have it processed.","start":126.49,"end":140.92499,"sentiment":"negative","sentiment_score":-0.3445688065360574}],"sentiment":"neutral","sentiment_score":-0.3130155882991112,"num_words":111,"start":95.17,"end":140.92499},{"sentences":[{"text":"We we ask for your patience and understanding.","start":142.185,"end":145.165,"sentiment":"neutral","sentiment_score":-0.2306608110666275},{"text":"And once this issue has been fixed, we will notify you as soon as possible and help you process your payment.","start":145.465,"end":151.88,"sentiment":"neutral","sentiment_score":-0.14131529664709455},{"text":"You're welcome, David.","start":153.94,"end":155.24,"sentiment":"positive","sentiment_score":0.4418472150961558},{"text":"Have a great day, and be safe.","start":155.3,"end":156.84,"sentiment":"positive","sentiment_score":0.5705605617591313},{"text":"We'll keep you updated.","start":157.14,"end":158.28,"sentiment":"neutral","sentiment_score":0.24774117395281792}],"sentiment":"neutral","sentiment_score":0.03482610593701518,"num_words":43,"start":142.185,"end":158.28},{"sentences":[{"text":"Thank you.","start":158.34,"end":158.74,"sentiment":"neutral","sentiment_score":0.3321753293275833},{"text":"Bye 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David Keith Braynard. Okay. Thank you. Bye bye.","confidence":0.9965805,"words":[{"word":"i","start":5.7599998,"end":5.92,"confidence":0.9788913,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.010590540245175362},{"word":"wish","start":5.92,"end":6.16,"confidence":0.9970837,"punctuated_word":"wish","sentiment":"neutral","sentiment_score":0.012677054852247238},{"word":"to","start":6.16,"end":6.24,"confidence":0.9992047,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.011234380304813383},{"word":"pay","start":6.24,"end":6.56,"confidence":0.99941504,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":0.025626204907894135},{"word":"my","start":6.56,"end":6.7999997,"confidence":0.9987437,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.007750531658530235},{"word":"airtel","start":6.7999997,"end":7.2999997,"confidence":0.98809314,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.02572840079665184},{"word":"bill","start":7.3599997,"end":7.8599997,"confidence":0.9965805,"punctuated_word":"bill.","sentiment":"neutral","sentiment_score":0.055055052042007446},{"word":"0432845167","start":16.095,"end":25.715,"confidence":0.9562334,"punctuated_word":"0432845167.","sentiment":"neutral","sentiment_score":0.04176468774676323},{"word":"david","start":32.83,"end":33.31,"confidence":0.87132215,"punctuated_word":"David","sentiment":"neutral","sentiment_score":0.02472059614956379},{"word":"keith","start":33.31,"end":33.71,"confidence":0.98006713,"punctuated_word":"Keith","sentiment":"neutral","sentiment_score":0.0256049744784832},{"word":"braynard","start":33.71,"end":34.21,"confidence":0.6991498,"punctuated_word":"Braynard.","sentiment":"neutral","sentiment_score":0.05309106037020683},{"word":"okay","start":152.6,"end":152.92,"confidence":0.84783334,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.10987696051597597},{"word":"thank","start":152.92,"end":153.16,"confidence":0.96012694,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.33086201548576355},{"word":"you","start":153.16,"end":153.66,"confidence":0.99529696,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.24487651884555817},{"word":"bye","start":157.25688,"end":157.49689,"confidence":0.7365618,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.2639806866645813},{"word":"bye","start":157.49689,"end":157.99689,"confidence":0.9821692,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.2712646722793579}],"paragraphs":{"transcript":"\nI wish to pay my Airtel bill. 0432845167. David Keith Braynard. Okay. Thank you.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"I wish to pay my Airtel bill.","start":5.7599998,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.021237452115331377},{"text":"0432845167.","start":16.095,"end":25.715,"sentiment":"neutral","sentiment_score":0.04176468774676323},{"text":"David Keith Braynard.","start":32.83,"end":34.21,"sentiment":"neutral","sentiment_score":0.034472210332751274},{"text":"Okay.","start":152.6,"end":152.92,"sentiment":"neutral","sentiment_score":0.10987696051597597},{"text":"Thank you.","start":152.92,"end":153.66,"sentiment":"neutral","sentiment_score":0.28786926716566086}],"sentiment":"neutral","sentiment_score":0.06996135559997388,"num_words":14,"start":5.7599998,"end":153.66},{"sentences":[{"text":"Bye bye.","start":157.25688,"end":157.99689,"sentiment":"neutral","sentiment_score":0.2676226794719696}],"sentiment":"neutral","sentiment_score":0.2676226794719696,"num_words":2,"start":157.25688,"end":157.99689}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: I wish to pay my Airtel bill.\n\nChannel 0: Oh, sure. I'll be glad to assist you today. Let me pull out your account first. What is your phone number?\n\nChannel 1: 0432845167.\n\nChannel 0: Thank you so much. And your full name, please?\n\nChannel 1: David Keith Braynard.\n\nChannel 0: Thank you. Just bear with me here because we just got an update from our back end that they are currently having a system upgrade. The reason why invoices are not yet available to be processed for payment. So just bear with me here, Brandon. Okay?\n\nI'm going over with your account and checking if your account is included with the impacted update. Okay. Unfortunately, David, I'm showing here that your account your invoice for this March is not available for any payment at this moment because we are just currently waiting an update from our back end. They are closely working to resolve this issue because they generated an invoice supposed to be being generated and sent to you guys every first of each month. And whenever our customer is ready to pay the invoice, it should be available.\n\nHowever, as of this moment, it's currently showing zero, and we're still waiting an update from the back end to fix this issue to show your outstanding balance of $69.95 to have it processed. We we ask for your patience and understanding. And once this issue has been fixed, we will notify you as soon as possible and help you process your payment.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: You're welcome, David. Have a great day, and be safe. We'll\n\nChannel 1: Bye\n\nChannel 0: keep\n\nChannel 1: bye.\n\nChannel 0: you updated. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.24098432064056396},{"text":"Thank you so much for calling your account.","start":0.88,"end":3.1399999,"sentiment":"positive","sentiment_score":0.6005142331123352},{"text":"How may I help you today?","start":3.1999998,"end":4.58,"sentiment":"positive","sentiment_score":0.5016361276308695}],"sentiment":"positive","sentiment_score":0.5369943300882976,"channel":0,"num_words":15,"start":0.56,"end":4.58},{"sentences":[{"text":"I wish to pay my Airtel bill.","start":5.7599998,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.021237452115331377}],"sentiment":"neutral","sentiment_score":0.021237452115331377,"channel":1,"num_words":7,"start":5.7599998,"end":7.8599997},{"sentences":[{"text":"Oh, sure.","start":9.12,"end":9.679999,"sentiment":"neutral","sentiment_score":0.2325025200843811},{"text":"I'll be glad to assist you 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just bear with me here, Brandon.","start":53.475002,"end":55.395,"sentiment":"neutral","sentiment_score":-0.008984465418117387},{"text":"Okay?","start":55.395,"end":55.635002,"sentiment":"neutral","sentiment_score":-0.004686946049332619}],"sentiment":"neutral","sentiment_score":-0.036636749039525573,"channel":0,"num_words":46,"start":35.37,"end":55.635002},{"sentences":[{"text":"I'm going over with your account and checking if your account is included with the impacted update.","start":55.635002,"end":62.64,"sentiment":"neutral","sentiment_score":-0.03791900888523635},{"text":"Okay.","start":95.17,"end":95.649994,"sentiment":"neutral","sentiment_score":-0.10079056024551392},{"text":"Unfortunately, David, I'm showing here that your account your invoice for this March is not available for any payment at this moment because we are just currently waiting an update from our back 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The representative checks and confirms that the customer's invoice for March is not yet available for payment, but assures them that an update from the back end will help with payment and that they are working to resolve the issue. The call ends with the representative thanking the customer for their patience and reminding them that they will be notified when the issue is resolved."},"intents":{"segments":[{"text":"I wish to pay my Airtel bill.","start_word":15,"end_word":21,"intents":[{"intent":"Pay airtel bill","confidence_score":0.6677886}]},{"text":"I wish to pay my Airtel bill. Oh, sure.","start_word":15,"end_word":23,"intents":[{"intent":"Process payment","confidence_score":0.04244114}]},{"text":"Just bear with me here because we just got an update from our back end that they are currently having a system upgrade. The reason why invoices are not yet available to be processed for payment. So just bear with me here, Brandon. Okay? I'm going over with your account and checking if your account is included with the impacted update. Okay.","start_word":58,"end_word":119,"intents":[{"intent":"Update account","confidence_score":0.25384957}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.24098432064056396},{"text":"Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.5580995678901672},{"text":"I wish to pay my Airtel bill. Oh, sure.","start_word":15,"end_word":23,"sentiment":"neutral","sentiment_score":0.08918890357017517},{"text":"I'll be glad to assist you today.","start_word":24,"end_word":30,"sentiment":"positive","sentiment_score":0.5339040756225586},{"text":"Let me pull out your account first. What is your phone number? 0432845167.","start_word":31,"end_word":43,"sentiment":"neutral","sentiment_score":0.08259809762239456},{"text":"Thank you so much.","start_word":44,"end_word":47,"sentiment":"positive","sentiment_score":0.4485500454902649},{"text":"And your full name, please? David Keith Braynard.","start_word":48,"end_word":55,"sentiment":"neutral","sentiment_score":0.07938794046640396},{"text":"Thank you.","start_word":56,"end_word":57,"sentiment":"positive","sentiment_score":0.33449500799179077},{"text":"Just bear with me here because we just got an update from our back end that they are currently having a system upgrade. The reason why invoices are not yet available to be processed for payment. So just bear with me here, Brandon. Okay? I'm going over with your account and checking if your account is included with the impacted update. 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And whenever our customer is ready to pay the invoice, it should be available.","start_word":154,"end_word":195,"sentiment":"neutral","sentiment_score":-0.2336152195930481},{"text":"However, as of this moment, it's currently showing zero, and we're still waiting an update from the back end to fix this issue to show your outstanding balance of $69.95 to have it processed.","start_word":196,"end_word":229,"sentiment":"negative","sentiment_score":-0.33827367424964905},{"text":"We we ask for your patience and understanding. And once this issue has been fixed, we will notify you as soon as possible and help you process your payment. Okay. Thank you.","start_word":230,"end_word":261,"sentiment":"neutral","sentiment_score":-0.11538052558898926},{"text":"You're welcome, David. Have a great day, and be safe.","start_word":262,"end_word":271,"sentiment":"positive","sentiment_score":0.5078191757202148},{"text":"We'll Bye keep bye. you updated. Thank you. Bye bye.","start_word":272,"end_word":281,"sentiment":"neutral","sentiment_score":0.24939079582691193}],"average":{"sentiment":"neutral","sentiment_score":-0.03330969677291103}}}}