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I'll just need to pull up your account here. What is your full name? Hi. Nice to have you on the line, Edward. So you got the rectified invoice, right, amounting to $53.97. You got the email this morning from accounts? Alright. Yeah. That's wonderful. Oh, would you like me to try to do it on my end to process your payment? Yeah. We do accept Visa and Mastercard. Mhmm. Mhmm. Mm-mm. That's correct. Okay. Sure. Sure. Yeah. I could see here it's showing incomplete or invalid, the trial you made minutes ago. Yes. Because we're tracking the payments, and then I could see in here that you tried twice. Right? Okay. Oh, sure. No, Raj. It's okay. And I appreciate the time the payment, Edward. And if you need any assistance, just let us know. And rest assured the promised discounted period has been, inputted or encoded in your account. Okay? Okay. Yes. Yes. If you would like to set it this up on your end, isn't it you are in the customer portal. Right? So you have to click on finance tab. From the left corner, you will see different tabs. And then click on finance, and you have an option to set up a direct debit using a bank account or a card. Yes. Yes. PayRecs. You just need to click on PayRecs credentials, and then it will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would like to set up a card. Yeah. Wordline, we have a different one. So if you've already saved your card details when you process the payment today, just right now, it should activate the automatic payments by next month using the same card. Yeah. Yes. That's correct. The other one that I've talked to you through the finance tab is via PayRx. And then if you set this up, the one that you processed today, it's through word line. No. No. No. The one that I taught you through finance stub, isn't it? If you click on finance stub, you will see an option to put in your bank account or your card details. That is via PayRx. But the one that you processed for your payment today was processed via ANZ word line, your card. And have you noticed any box? Because once you entered or input your card details, there is, like, a box. Then if you untick the box, the card details was not saved. But if you did not untick it, it will automatically save, and it will activate the automatic payment by next month onwards. Actually yeah. It's just the same because we're just giving our customer a different options to process their payment. Yeah. Yes. Bank account, I believe it's for free, the bank account or, like, the yes. Yes. The BPAY, it's for free. But there is, like, a clearing days, two to three days, something like that. But if it's a card, it's a real time process. Yes. There is. Alright. Anyway, next month, if the payment was not automatically processed, means to say, you have not saved your card. But if it's automatic, it was saved, but we will just inform you anyway. Okay? And this April invoice is good to go, and we appreciate the payment. You're welcome. Have a good one, and be safe. Thank you. 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Thank you so much for calling your toll account. How may I help you today? Mhmm. Hold on.\n\nOkay. I'm sorry to hear about this, but let me go ahead and help you further. I'll just need to pull up your account here. What is your full name? Hi.\n\nNice to have you on the line, Edward. So you got the rectified invoice, right, amounting to $53.97. You got the email this morning from accounts? Alright. Yeah.\n\nThat's wonderful. Oh, would you like me to try to do it on my end to process your payment? Yeah. We do accept Visa and Mastercard. Mhmm.\n\nMhmm. Mm-mm. That's correct. Okay. Sure.\n\nSure. Yeah. I could see here it's showing incomplete or invalid, the trial you made minutes ago. Yes. Because we're tracking the payments, and then I could see in here that you tried twice.\n\nRight? Okay. Oh, sure. No, Raj. It's okay.\n\nAnd I appreciate the time the payment, Edward. And if you need any assistance, just let us know. And rest assured the promised discounted period has been, inputted or encoded in your account. Okay? Okay.\n\nYes. Yes. If you would like to set it this up on your end, isn't it you are in the customer portal. Right? So you have to click on finance tab.\n\nFrom the left corner, you will see different tabs. And then click on finance, and you have an option to set up a direct debit using a bank account or a card. Yes. Yes. PayRecs.\n\nYou just need to click on PayRecs credentials, and then it will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would like to set up a card. Yeah. Wordline, we have a different one. So if you've already saved your card details when you process the payment today, just right now, it should activate the automatic payments by next month using the same card. Yeah.\n\nYes. That's correct. The other one that I've talked to you through the finance tab is via PayRx. And then if you set this up, the one that you processed today, it's through word line. No.\n\nNo. No. The one that I taught you through finance stub, isn't it? If you click on finance stub, you will see an option to put in your bank account or your card details. That is via PayRx.\n\nBut the one that you processed for your payment today was processed via ANZ word line, your card. And have you noticed any box? Because once you entered or input your card details, there is, like, a box. Then if you untick the box, the card details was not saved. But if you did not untick it, it will automatically save, and it will activate the automatic payment by next month onwards.\n\nActually yeah. It's just the same because we're just giving our customer a different options to process their payment. Yeah. Yes. Bank account, I believe it's for free, the bank account or, like, the yes.\n\nYes. The BPAY, it's for free. But there is, like, a clearing days, two to three days, something like that. But if it's a card, it's a real time process. Yes.\n\nThere is. Alright. Anyway, next month, if the payment was not automatically processed, means to say, you have not saved your card. But if it's automatic, it was saved, but we will just inform you anyway. Okay?\n\nAnd this April invoice is good to go, and we appreciate the payment. You're welcome. Have a good one, and be safe. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.04,"sentiment":"positive","sentiment_score":0.3825889825820923},{"text":"Thank you so much for calling your toll account.","start":1.04,"end":3.4399998,"sentiment":"positive","sentiment_score":0.66833453045951},{"text":"How may I help you today?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.5647099216779073},{"text":"Mhmm.","start":13.84,"end":14.34,"sentiment":"neutral","sentiment_score":-0.1264592558145523},{"text":"Hold on.","start":17.905,"end":18.565,"sentiment":"neutral","sentiment_score":-0.08774339407682419}],"sentiment":"positive","sentiment_score":0.4991533285693118,"num_words":19,"start":0.79999995,"end":18.565},{"sentences":[{"text":"Okay.","start":20.065,"end":20.465,"sentiment":"neutral","sentiment_score":-0.06418080627918243},{"text":"I'm sorry to hear about this, but let me go ahead and help you further.","start":20.465,"end":23.505001,"sentiment":"neutral","sentiment_score":-0.12525411968429884},{"text":"I'll just need to pull up your account here.","start":23.505001,"end":25.525,"sentiment":"neutral","sentiment_score":-0.044980228361156255},{"text":"What is your full name?","start":25.744999,"end":27.925,"sentiment":"neutral","sentiment_score":-0.0011429343372583388},{"text":"Hi.","start":33.09,"end":33.41,"sentiment":"neutral","sentiment_score":0.21090105175971985}],"sentiment":"neutral","sentiment_score":-0.06911704118453688,"num_words":31,"start":20.065,"end":33.41},{"sentences":[{"text":"Nice to have you on the line, Edward.","start":33.41,"end":35.19,"sentiment":"positive","sentiment_score":0.5593701228499413},{"text":"So you got the rectified invoice, right, amounting to $53.97.","start":35.329998,"end":41.489998,"sentiment":"positive","sentiment_score":0.38376650512218474},{"text":"You got the email this morning from accounts?","start":41.489998,"end":44.385,"sentiment":"neutral","sentiment_score":0.13739635050296783},{"text":"Alright.","start":45.004997,"end":45.504997,"sentiment":"neutral","sentiment_score":0.2022651880979538},{"text":"Yeah.","start":46.125,"end":46.445,"sentiment":"positive","sentiment_score":0.41850388050079346}],"sentiment":"positive","sentiment_score":0.358305925237281,"num_words":28,"start":33.41,"end":46.445},{"sentences":[{"text":"That's wonderful.","start":46.445,"end":47.184998,"sentiment":"positive","sentiment_score":0.7015819549560547},{"text":"Oh, would you like me to try to do it on my end to process your payment?","start":47.245,"end":50.864998,"sentiment":"neutral","sentiment_score":0.0973636591259171},{"text":"Yeah.","start":55.324997,"end":55.644997,"sentiment":"neutral","sentiment_score":0.05014496296644211},{"text":"We do accept Visa and Mastercard.","start":55.644997,"end":57.824997,"sentiment":"neutral","sentiment_score":0.07026302566130956},{"text":"Mhmm.","start":61.84,"end":62.34,"sentiment":"neutral","sentiment_score":0.026476051658391953}],"sentiment":"neutral","sentiment_score":0.13172389939427376,"num_words":27,"start":46.445,"end":62.34},{"sentences":[{"text":"Mhmm.","start":67.28,"end":67.78,"sentiment":"neutral","sentiment_score":-0.0020962210837751627},{"text":"Mm-mm.","start":68.08,"end":68.16,"sentiment":"neutral","sentiment_score":-0.00014039315283298492},{"text":"That's correct.","start":68.16,"end":68.98,"sentiment":"neutral","sentiment_score":0.04793388769030571},{"text":"Okay.","start":76.855,"end":77.355,"sentiment":"neutral","sentiment_score":0.0014153402298688889},{"text":"Sure.","start":77.415,"end":77.735,"sentiment":"neutral","sentiment_score":0.01734049804508686}],"sentiment":"neutral","sentiment_score":0.018731166569826502,"num_words":6,"start":67.28,"end":77.735},{"sentences":[{"text":"Sure.","start":77.735,"end":78.235,"sentiment":"neutral","sentiment_score":-0.014168435707688332},{"text":"Yeah.","start":78.375,"end":78.69501,"sentiment":"neutral","sentiment_score":-0.09962213784456252},{"text":"I could see here it's showing incomplete or invalid, the trial you made minutes ago.","start":78.69501,"end":85.355,"sentiment":"neutral","sentiment_score":-0.23374213178952535},{"text":"Yes.","start":92.909996,"end":93.409996,"sentiment":"neutral","sentiment_score":-0.0738397017121315},{"text":"Because we're tracking the payments, and then I could see in here that you tried twice.","start":93.63,"end":98.67,"sentiment":"neutral","sentiment_score":-0.10350151779130101}],"sentiment":"neutral","sentiment_score":-0.15734666284611998,"num_words":34,"start":77.735,"end":98.67},{"sentences":[{"text":"Right?","start":98.67,"end":99.17,"sentiment":"neutral","sentiment_score":-0.04141687601804733},{"text":"Okay.","start":101.285,"end":101.785,"sentiment":"neutral","sentiment_score":-0.057771917432546616},{"text":"Oh, sure.","start":106.405,"end":106.965004,"sentiment":"neutral","sentiment_score":-0.15518267825245857},{"text":"No, Raj.","start":106.965004,"end":107.705,"sentiment":"neutral","sentiment_score":-0.23509667813777924},{"text":"It's okay.","start":124.6,"end":125.31999,"sentiment":"neutral","sentiment_score":0.21582069993019104}],"sentiment":"neutral","sentiment_score":-0.056013263296335936,"num_words":8,"start":98.67,"end":125.31999},{"sentences":[{"text":"And I appreciate the time the payment, Edward.","start":125.31999,"end":128.22,"sentiment":"positive","sentiment_score":0.6688280254602432},{"text":"And if you need any assistance, just let us know.","start":128.935,"end":131.97499,"sentiment":"positive","sentiment_score":0.3898297280073166},{"text":"And rest assured the promised discounted period has been, inputted or encoded in your account.","start":131.97499,"end":139.655,"sentiment":"positive","sentiment_score":0.4866968850294749},{"text":"Okay?","start":139.655,"end":140.155,"sentiment":"neutral","sentiment_score":0.27152663469314575},{"text":"Okay.","start":145.34,"end":145.5,"sentiment":"neutral","sentiment_score":0.08660313487052917}],"sentiment":"positive","sentiment_score":0.48307155796459744,"num_words":35,"start":125.31999,"end":145.5},{"sentences":[{"text":"Yes.","start":145.5,"end":145.9,"sentiment":"neutral","sentiment_score":0.10375319421291351},{"text":"Yes.","start":145.9,"end":146.4,"sentiment":"neutral","sentiment_score":0.08513744175434113},{"text":"If you would like to set it this up on your end, isn't it you are in the customer portal.","start":147.42,"end":154.64,"sentiment":"neutral","sentiment_score":0.0689699798822403},{"text":"Right?","start":155.18,"end":155.68,"sentiment":"neutral","sentiment_score":0.05729864537715912},{"text":"So you have to click on finance tab.","start":156.685,"end":159.58499,"sentiment":"neutral","sentiment_score":0.03812583349645138}],"sentiment":"neutral","sentiment_score":0.06227727570841389,"num_words":31,"start":145.5,"end":159.58499},{"sentences":[{"text":"From the left corner, you will see different tabs.","start":160.045,"end":164.78499,"sentiment":"neutral","sentiment_score":0.0357261509117153},{"text":"And then click on finance, and you have an option to set up a direct debit using a bank account or a card.","start":166.36499,"end":174.90001,"sentiment":"neutral","sentiment_score":0.056600747063108116},{"text":"Yes.","start":178.56001,"end":179.06001,"sentiment":"neutral","sentiment_score":0.04098815843462944},{"text":"Yes.","start":180.32,"end":180.82,"sentiment":"neutral","sentiment_score":0.05722153186798096},{"text":"PayRecs.","start":180.88,"end":181.38,"sentiment":"neutral","sentiment_score":0.05616048723459244}],"sentiment":"neutral","sentiment_score":0.050792077662689346,"num_words":35,"start":160.045,"end":181.38},{"sentences":[{"text":"You just need to click on PayRecs credentials, and then it will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would like to set up a card.","start":181.76001,"end":196.375,"sentiment":"neutral","sentiment_score":0.038135566198351706},{"text":"Yeah.","start":203.64,"end":204.04001,"sentiment":"neutral","sentiment_score":0.0486917570233345},{"text":"Wordline, we have a different one.","start":204.04001,"end":206.44,"sentiment":"neutral","sentiment_score":0.05827457209428152},{"text":"So if you've already saved your card details when you process the payment today, just right now, it should activate the automatic payments by next month using the same card.","start":206.44,"end":220.16501,"sentiment":"neutral","sentiment_score":0.15449825103084247},{"text":"Yeah.","start":223.185,"end":223.685,"sentiment":"neutral","sentiment_score":0.07662473618984222}],"sentiment":"neutral","sentiment_score":0.08277898011501969,"num_words":82,"start":181.76001,"end":223.685},{"sentences":[{"text":"Yes.","start":224.38501,"end":224.785,"sentiment":"neutral","sentiment_score":0.09965918958187105},{"text":"That's correct.","start":224.785,"end":225.60501,"sentiment":"neutral","sentiment_score":0.13686531782150269},{"text":"The other one that I've talked to you through the finance tab is via PayRx.","start":225.905,"end":230.085,"sentiment":"neutral","sentiment_score":0.07618716607491176},{"text":"And then if you set this up, the one that you processed today, it's through word line.","start":230.61,"end":236.15,"sentiment":"neutral","sentiment_score":0.06949758025653222},{"text":"No.","start":244.06499,"end":244.22499,"sentiment":"neutral","sentiment_score":-0.13676288723945618}],"sentiment":"neutral","sentiment_score":0.07113592481861512,"num_words":36,"start":224.38501,"end":244.22499},{"sentences":[{"text":"No.","start":244.22499,"end":244.385,"sentiment":"neutral","sentiment_score":-0.16768038272857666},{"text":"No.","start":244.385,"end":244.885,"sentiment":"neutral","sentiment_score":-0.08831563591957092},{"text":"The one that I taught you through finance stub, isn't it?","start":245.105,"end":249.58499,"sentiment":"neutral","sentiment_score":0.020010751926086166},{"text":"If you click on finance stub, you will see an option to put in your bank account or your card details.","start":249.58499,"end":256.645,"sentiment":"neutral","sentiment_score":0.015163544476741836},{"text":"That is via PayRx.","start":257.40002,"end":259.1,"sentiment":"neutral","sentiment_score":0.021394791081547737}],"sentiment":"neutral","sentiment_score":0.009687785549383415,"num_words":38,"start":244.22499,"end":259.1},{"sentences":[{"text":"But the one that you processed for your payment today was processed via ANZ word line, your card.","start":259.64,"end":268.62003,"sentiment":"neutral","sentiment_score":0.0275322450324893},{"text":"And have you noticed any box?","start":269.24002,"end":271.965,"sentiment":"neutral","sentiment_score":-0.00551989208906889},{"text":"Because once you entered or input your card details, there is, like, a box.","start":271.965,"end":277.82498,"sentiment":"neutral","sentiment_score":-0.022511627125952925},{"text":"Then if you untick the box, the card details was not saved.","start":278.205,"end":283.03,"sentiment":"neutral","sentiment_score":-0.04537335860853394},{"text":"But if you did not untick it, it will automatically save, and it will activate the automatic payment by next month onwards.","start":283.03,"end":292.49,"sentiment":"neutral","sentiment_score":0.021718476263975554}],"sentiment":"neutral","sentiment_score":0.0011197840665570563,"num_words":72,"start":259.64,"end":292.49},{"sentences":[{"text":"Actually yeah.","start":298.84497,"end":300.125,"sentiment":"neutral","sentiment_score":0.0067159817554056644},{"text":"It's just the same because we're just giving our customer a different options to process their payment.","start":300.125,"end":307.5,"sentiment":"neutral","sentiment_score":0.02836764308021349},{"text":"Yeah.","start":310.38,"end":310.88,"sentiment":"neutral","sentiment_score":0.00721597857773304},{"text":"Yes.","start":313.42,"end":313.92,"sentiment":"neutral","sentiment_score":0.018732698634266853},{"text":"Bank account, I believe it's for free, the bank account or, like, the yes.","start":314.86,"end":324.715,"sentiment":"neutral","sentiment_score":0.01974285500390189}],"sentiment":"neutral","sentiment_score":0.022800872661173345,"num_words":35,"start":298.84497,"end":324.715},{"sentences":[{"text":"Yes.","start":324.715,"end":325.115,"sentiment":"neutral","sentiment_score":0.042901646345853806},{"text":"The BPAY, it's for free.","start":325.115,"end":327.935,"sentiment":"neutral","sentiment_score":0.04146948978304863},{"text":"But there is, like, a clearing days, two to three days, something like that.","start":328.555,"end":333.215,"sentiment":"neutral","sentiment_score":0.016022178610520705},{"text":"But if it's a card, it's a real time process.","start":333.275,"end":335.85498,"sentiment":"neutral","sentiment_score":0.01982360165566206},{"text":"Yes.","start":340.84,"end":341.34,"sentiment":"neutral","sentiment_score":0.0017300406470894814}],"sentiment":"neutral","sentiment_score":0.021758892032648285,"num_words":31,"start":324.715,"end":341.34},{"sentences":[{"text":"There is.","start":341.4,"end":342.30002,"sentiment":"neutral","sentiment_score":-0.0016505829989910126},{"text":"Alright.","start":346.6,"end":346.92,"sentiment":"neutral","sentiment_score":0.06067916750907898},{"text":"Anyway, next month, if the payment was not automatically processed, means to say, you have not saved your card.","start":346.92,"end":354.975,"sentiment":"neutral","sentiment_score":-0.008946232399658152},{"text":"But if it's automatic, it was saved, but we will just inform you anyway.","start":354.975,"end":359.77502,"sentiment":"neutral","sentiment_score":0.010291493896927153},{"text":"Okay?","start":359.77502,"end":360.095,"sentiment":"neutral","sentiment_score":0.14049884676933289}],"sentiment":"neutral","sentiment_score":0.004648090466051488,"num_words":37,"start":341.4,"end":360.095},{"sentences":[{"text":"And this April invoice is good to go, and we appreciate the payment.","start":360.095,"end":365.23288,"sentiment":"positive","sentiment_score":0.5678609334505521},{"text":"You're welcome.","start":367.61288,"end":368.35287,"sentiment":"positive","sentiment_score":0.5452035665512085},{"text":"Have a good one, and be safe.","start":368.57288,"end":370.2729,"sentiment":"positive","sentiment_score":0.6065097962106977},{"text":"Thank you.","start":370.97287,"end":371.69287,"sentiment":"positive","sentiment_score":0.610817015171051},{"text":"Bye.","start":371.69287,"end":372.19287,"sentiment":"neutral","sentiment_score":-0.08727825433015823}],"sentiment":"positive","sentiment_score":0.5541009446978569,"num_words":25,"start":360.095,"end":372.19287}]}}]},{"alternatives":[{"transcript":"Hi. Yeah. I just received an email saying that I need to make payment. I'm just trying to make the payment now, and it's it's not allowing me to make it. I'm using a a Mastercard. Edward, Edward Choi, e d w a r d c h o I. That's right. Yeah. Yeah. Yeah. Sure. Do do you guys accept credit cards? Yeah. So I'm trying to use my Mastercard, my Westpac Mastercard. I just did proceed to payment. I selected Worldline. Right? Okay. And then let me just go back to the beginning just so, like I just Yep. Okay. Let me do it. So pay oh, you can see it's invalid. Yeah. Oh, hold on. Hold on. Maybe I made an error. Oh, crap. Okay. Oh, there we go. Sorry. I put a wrong date. I'm so sorry. Oh, great. Thank you. Also, is it possible to set up a a automatic payment? Yep. Yep. I see it. Which one? The the IC Finance and then documents pay rates, BPAY. Oh, yeah. Yep. I thought I was doing it through way. What is it called? Worldline. Oh, okay. Using Worldline. Oh, so the one that I set up via PayRx is through Worldline. Yep. Yeah. Yes. That's right. Oh, okay. Great. Okay. What's the difference between Worldline and PayRx? Is there a difference? Okay. Okay. It says the fees is all the same and everything. Okay. The transfer. Okay. But the credit card, they have to charge fees. Okay. Okay. No worries. Thank you very much. You too. 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Yeah. I just received an email saying that I need to make payment. I'm just trying to make the payment now, and it's it's not allowing me to make it. I'm using a a Mastercard.\n\nEdward, Edward Choi, e d w a r d c h o I. That's right. Yeah. Yeah. Yeah.\n\nSure. Do do you guys accept credit cards? Yeah. So I'm trying to use my Mastercard, my Westpac Mastercard. I just did proceed to payment.\n\nI selected Worldline. Right? Okay. And then let me just go back to the beginning just so, like I just Yep. Okay.\n\nLet me do it. So pay oh, you can see it's invalid. Yeah. Oh, hold on. Hold on.\n\nMaybe I made an error. Oh, crap. Okay. Oh, there we go. Sorry.\n\nI put a wrong date. I'm so sorry. Oh, great. Thank you. Also, is it possible to set up a a automatic payment?\n\nYep. Yep. I see it. Which one? The the IC Finance and then documents pay rates, BPAY.\n\nOh, yeah. Yep. I thought I was doing it through way. What is it called? Worldline.\n\nOh, okay. Using Worldline. Oh, so the one that I set up via PayRx is through Worldline. Yep. Yeah.\n\nYes. That's right. Oh, okay. Great. Okay.\n\nWhat's the difference between Worldline and PayRx? Is there a difference? Okay. Okay. It says the fees is all the same and everything.\n\nOkay. The transfer. Okay. But the credit card, they have to charge fees. Okay.\n\nOkay. No worries. Thank you very much. You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.8399997,"end":6.08,"sentiment":"neutral","sentiment_score":0.01435697078704834},{"text":"Yeah.","start":6.08,"end":6.3999996,"sentiment":"neutral","sentiment_score":-0.012262022122740746},{"text":"I just received an email saying that I need to make payment.","start":6.3999996,"end":9.54,"sentiment":"neutral","sentiment_score":-0.0765436040237546},{"text":"I'm just trying to make the payment now, and it's it's not allowing me to make it.","start":11.2,"end":16.675001,"sentiment":"neutral","sentiment_score":-0.22455864750287113},{"text":"I'm using a a Mastercard.","start":17.455,"end":18.915,"sentiment":"neutral","sentiment_score":-0.07648199871182441}],"sentiment":"neutral","sentiment_score":-0.14212042502024108,"num_words":36,"start":5.8399997,"end":18.915},{"sentences":[{"text":"Edward, Edward Choi, e d w a r d c h o I.","start":28.9,"end":32.68,"sentiment":"neutral","sentiment_score":-0.006185430254285725},{"text":"That's right.","start":43.715,"end":44.454998,"sentiment":"neutral","sentiment_score":0.09188398718833923},{"text":"Yeah.","start":44.675,"end":45.074997,"sentiment":"neutral","sentiment_score":0.14553293585777283},{"text":"Yeah.","start":45.074997,"end":45.574997,"sentiment":"neutral","sentiment_score":0.2445063591003418},{"text":"Yeah.","start":51.795,"end":52.114998,"sentiment":"neutral","sentiment_score":0.03434325009584427}],"sentiment":"neutral","sentiment_score":0.02931888478471794,"num_words":18,"start":28.9,"end":52.114998},{"sentences":[{"text":"Sure.","start":52.114998,"end":52.515,"sentiment":"neutral","sentiment_score":0.03336961939930916},{"text":"Do do you guys accept credit cards?","start":52.515,"end":54.454998,"sentiment":"neutral","sentiment_score":0.033585723489522934},{"text":"Yeah.","start":58.84,"end":59.239998,"sentiment":"neutral","sentiment_score":0.036438096314668655},{"text":"So I'm trying to use my Mastercard, my Westpac Mastercard.","start":59.239998,"end":62.699997,"sentiment":"neutral","sentiment_score":0.028107167035341264},{"text":"I just did proceed to payment.","start":63.8,"end":65.42,"sentiment":"neutral","sentiment_score":0.03794203915943702}],"sentiment":"neutral","sentiment_score":0.03254526741802692,"num_words":25,"start":52.114998,"end":65.42},{"sentences":[{"text":"I selected Worldline.","start":65.479996,"end":66.7,"sentiment":"neutral","sentiment_score":0.03209372175236543},{"text":"Right?","start":66.84,"end":67.34,"sentiment":"neutral","sentiment_score":0.02014329843223095},{"text":"Okay.","start":69.88,"end":70.38,"sentiment":"neutral","sentiment_score":0.024496790021657944},{"text":"And then let me just go back to the beginning just so, like I just Yep.","start":71.025,"end":86.61,"sentiment":"neutral","sentiment_score":-0.03445909277070314},{"text":"Okay.","start":87.73,"end":88.13,"sentiment":"neutral","sentiment_score":-0.11279137432575226}],"sentiment":"neutral","sentiment_score":-0.023782527497546238,"num_words":22,"start":65.479996,"end":88.13},{"sentences":[{"text":"Let me do it.","start":88.13,"end":89.25,"sentiment":"neutral","sentiment_score":-0.10023893043398857},{"text":"So pay oh, you can see it's invalid.","start":89.25,"end":91.91,"sentiment":"neutral","sentiment_score":-0.14334177691489458},{"text":"Yeah.","start":100.21,"end":100.71,"sentiment":"neutral","sentiment_score":-0.05867376923561096},{"text":"Oh, hold on.","start":103.495,"end":104.055,"sentiment":"neutral","sentiment_score":-0.08963818351427714},{"text":"Hold on.","start":104.055,"end":104.375,"sentiment":"neutral","sentiment_score":-0.10687058418989182}],"sentiment":"neutral","sentiment_score":-0.11605663473407428,"num_words":18,"start":88.13,"end":104.375},{"sentences":[{"text":"Maybe I made an error.","start":104.375,"end":105.755005,"sentiment":"neutral","sentiment_score":-0.2522063970565796},{"text":"Oh, crap.","start":106.455,"end":107.435005,"sentiment":"neutral","sentiment_score":-0.2269660010933876},{"text":"Okay.","start":108.775,"end":109.275,"sentiment":"neutral","sentiment_score":-0.0904642567038536},{"text":"Oh, there we go.","start":119.71,"end":120.75,"sentiment":"neutral","sentiment_score":0.025324006099253893},{"text":"Sorry.","start":120.75,"end":121.25,"sentiment":"neutral","sentiment_score":-0.13577023148536682}],"sentiment":"neutral","sentiment_score":-0.14153095778937524,"num_words":13,"start":104.375,"end":121.25},{"sentences":[{"text":"I put a wrong date.","start":122.19,"end":123.23,"sentiment":"neutral","sentiment_score":-0.23836589157581328},{"text":"I'm so sorry.","start":123.23,"end":124.130005,"sentiment":"neutral","sentiment_score":-0.2159399390220642},{"text":"Oh, great.","start":140.765,"end":141.085,"sentiment":"positive","sentiment_score":0.6168366074562073},{"text":"Thank you.","start":141.085,"end":141.485,"sentiment":"positive","sentiment_score":0.6433824002742767},{"text":"Also, is it possible to set up a a automatic payment?","start":141.485,"end":144.625,"sentiment":"neutral","sentiment_score":0.17683438550342212}],"sentiment":"neutral","sentiment_score":0.11417247743710228,"num_words":23,"start":122.19,"end":144.625},{"sentences":[{"text":"Yep.","start":156.05,"end":156.55,"sentiment":"neutral","sentiment_score":0.05944001674652099},{"text":"Yep.","start":165.455,"end":165.775,"sentiment":"neutral","sentiment_score":0.06708468496799469},{"text":"I see it.","start":165.775,"end":166.595,"sentiment":"neutral","sentiment_score":0.06334403778115909},{"text":"Which one?","start":175.91,"end":176.47,"sentiment":"neutral","sentiment_score":0.03524541296064854},{"text":"The the IC Finance and then documents pay rates, BPAY.","start":176.47,"end":180.73,"sentiment":"neutral","sentiment_score":0.028078950569033624}],"sentiment":"neutral","sentiment_score":0.03928453803938978,"num_words":17,"start":156.05,"end":180.73},{"sentences":[{"text":"Oh, yeah.","start":185.985,"end":195.125,"sentiment":"neutral","sentiment_score":0.045589372515678406},{"text":"Yep.","start":197.265,"end":197.765,"sentiment":"neutral","sentiment_score":0.06636644899845123},{"text":"I thought I was doing it through way.","start":197.905,"end":200.405,"sentiment":"neutral","sentiment_score":0.021614602534100413},{"text":"What is it called?","start":200.62001,"end":201.74,"sentiment":"neutral","sentiment_score":0.010824576951563358},{"text":"Worldline.","start":201.74,"end":202.24,"sentiment":"neutral","sentiment_score":0.025444766506552696}],"sentiment":"neutral","sentiment_score":0.024950318038463593,"num_words":16,"start":185.985,"end":202.24},{"sentences":[{"text":"Oh, okay.","start":221.715,"end":222.515,"sentiment":"neutral","sentiment_score":0.06551624089479446},{"text":"Using Worldline.","start":222.515,"end":223.575,"sentiment":"neutral","sentiment_score":0.05031757615506649},{"text":"Oh, so the one that I set up via PayRx is through Worldline.","start":238.84999,"end":242.97499,"sentiment":"neutral","sentiment_score":0.01789898296388296},{"text":"Yep.","start":252.075,"end":252.575,"sentiment":"neutral","sentiment_score":0.01727413758635521},{"text":"Yeah.","start":257.52,"end":258.02,"sentiment":"neutral","sentiment_score":0.026611194014549255}],"sentiment":"neutral","sentiment_score":0.02674946022268973,"num_words":19,"start":221.715,"end":258.02},{"sentences":[{"text":"Yes.","start":268.975,"end":269.375,"sentiment":"neutral","sentiment_score":0.03783990442752838},{"text":"That's right.","start":269.375,"end":276.19498,"sentiment":"neutral","sentiment_score":-0.006461440119892359},{"text":"Oh, okay.","start":294.055,"end":294.535,"sentiment":"neutral","sentiment_score":0.07295588031411171},{"text":"Great.","start":294.535,"end":294.855,"sentiment":"neutral","sentiment_score":0.21178781986236572},{"text":"Okay.","start":294.855,"end":295.335,"sentiment":"neutral","sentiment_score":0.07294491678476334}],"sentiment":"neutral","sentiment_score":0.06508021735187088,"num_words":7,"start":268.975,"end":295.335},{"sentences":[{"text":"What's the difference between Worldline and PayRx?","start":295.335,"end":297.995,"sentiment":"neutral","sentiment_score":0.0014836390369704791},{"text":"Is there a difference?","start":298.455,"end":299.355,"sentiment":"neutral","sentiment_score":-0.00034738914109766483},{"text":"Okay.","start":309.75,"end":310.15,"sentiment":"neutral","sentiment_score":0.013670277781784534},{"text":"Okay.","start":310.15,"end":310.63,"sentiment":"neutral","sentiment_score":0.00914991181343794},{"text":"It says the fees is all the same and everything.","start":310.63,"end":312.89,"sentiment":"neutral","sentiment_score":-0.00008953548967838287}],"sentiment":"neutral","sentiment_score":0.0013443804953409278,"num_words":23,"start":295.335,"end":312.89},{"sentences":[{"text":"Okay.","start":314.95,"end":315.45,"sentiment":"neutral","sentiment_score":0.01458406075835228},{"text":"The transfer.","start":322.635,"end":323.455,"sentiment":"neutral","sentiment_score":0.008511487860232592},{"text":"Okay.","start":337.24,"end":337.4,"sentiment":"neutral","sentiment_score":-0.0037650889717042446},{"text":"But the credit card, they have to charge fees.","start":337.4,"end":339.81998,"sentiment":"neutral","sentiment_score":-0.03316776889065901},{"text":"Okay.","start":343.24,"end":343.72,"sentiment":"neutral","sentiment_score":0.017842646688222885}],"sentiment":"neutral","sentiment_score":-0.018058951844328215,"num_words":14,"start":314.95,"end":343.72},{"sentences":[{"text":"Okay.","start":343.72,"end":344.19998,"sentiment":"neutral","sentiment_score":0.02672687917947769},{"text":"No worries.","start":344.19998,"end":344.93997,"sentiment":"neutral","sentiment_score":0.03663426265120506},{"text":"Thank you very much.","start":366.175,"end":367.17288,"sentiment":"positive","sentiment_score":0.621036559343338},{"text":"You too.","start":367.17288,"end":370.7129,"sentiment":"neutral","sentiment_score":0.24899456650018692},{"text":"Bye bye.","start":370.85287,"end":371.5929,"sentiment":"positive","sentiment_score":0.4592185914516449}],"sentiment":"positive","sentiment_score":0.36368799615990033,"num_words":11,"start":343.72,"end":371.5929}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your toll account. How may I help you today?\n\nChannel 1: Hi. Yeah. I just received an email saying that I need to make payment. I'm just trying to make the payment now,\n\nChannel 0: Mhmm.\n\nChannel 1: and it's it's not allowing me to make it. I'm using\n\nChannel 0: Hold\n\nChannel 1: a\n\nChannel 0: on.\n\nChannel 1: a Mastercard.\n\nChannel 0: Okay. I'm sorry to hear about this, but let me go ahead and help you further. I'll just need to pull up your account here. What is your full name?\n\nChannel 1: Edward, Edward Choi, e d w a r d c h o I.\n\nChannel 0: Hi. Nice to have you on the line, Edward. So you got the rectified invoice, right, amounting to $53.97. You got the email this morning from\n\nChannel 1: That's\n\nChannel 0: accounts?\n\nChannel 1: right. Yeah.\n\nChannel 0: Alright.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. That's wonderful. Oh, would you like me to try to do it on my end to process your payment?\n\nChannel 1: Yeah. Sure. Do do you guys accept credit cards?\n\nChannel 0: Yeah. We do accept Visa and Mastercard.\n\nChannel 1: Yeah. So I'm trying to use my Mastercard, my Westpac\n\nChannel 0: Mhmm.\n\nChannel 1: Mastercard. I just did proceed to payment. I selected Worldline. Right?\n\nChannel 0: Mhmm. Mm-mm. That's correct.\n\nChannel 1: Okay. And then let me just go back to the beginning just so, like\n\nChannel 0: Okay. Sure. Sure. Yeah.\n\nChannel 1: I\n\nChannel 0: I\n\nChannel 1: just\n\nChannel 0: could see here it's showing incomplete or invalid, the trial you made minutes ago.\n\nChannel 1: Yep. Okay. Let me do it. So pay oh, you can see it's invalid.\n\nChannel 0: Yes. Because we're tracking the payments, and then I could see in here that you tried twice. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Oh, hold on. Hold on. Maybe I made an error.\n\nChannel 0: Oh,\n\nChannel 1: Oh,\n\nChannel 0: sure.\n\nChannel 1: crap.\n\nChannel 0: No, Raj.\n\nChannel 1: Okay. Oh, there we go. Sorry. I put a wrong date. I'm so sorry.\n\nChannel 0: It's okay. And I appreciate the time the payment, Edward. And if you need any assistance, just let us know. And rest assured the promised discounted period has been, inputted or encoded in your account. Okay?\n\nChannel 1: Oh, great. Thank you. Also, is it possible to set up a a automatic payment?\n\nChannel 0: Okay. Yes. Yes. If you would like to set it this up on your end, isn't it you are in the customer portal. Right?\n\nChannel 1: Yep.\n\nChannel 0: So you have to click on finance tab. From the left corner, you will see different tabs.\n\nChannel 1: Yep. I see it.\n\nChannel 0: And then click on finance, and you have an option to set up a direct debit using a bank account or a card.\n\nChannel 1: Which one? The the IC Finance and then documents\n\nChannel 0: Yes.\n\nChannel 1: pay rates, BPAY.\n\nChannel 0: Yes. PayRecs. You just need to click on PayRecs credentials, and then it\n\nChannel 1: Oh,\n\nChannel 0: will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would\n\nChannel 1: yeah.\n\nChannel 0: like to set up a card.\n\nChannel 1: Yep. I thought I was doing it through way. What is it called? Worldline.\n\nChannel 0: Yeah. Wordline, we have a different one. So if you've already saved your card details when you process the payment today, just right now, it should activate the automatic payments by next month using the same card.\n\nChannel 1: Oh, okay. Using Worldline.\n\nChannel 0: Yeah. Yes. That's correct. The other one that I've talked to you through the finance tab is via PayRx. And then if you set this up, the one that you processed today, it's through word line.\n\nChannel 1: Oh, so the one that I set up via PayRx is through Worldline.\n\nChannel 0: No. No. No. The one that I taught you through finance stub, isn't it? If you click on finance stub, you will\n\nChannel 1: Yep.\n\nChannel 0: see an option to put in your bank account or your card details. That\n\nChannel 1: Yeah.\n\nChannel 0: is via PayRx. But the one that you processed for your payment today was processed via ANZ word line, your card.\n\nChannel 1: Yes.\n\nChannel 0: And\n\nChannel 1: That's\n\nChannel 0: have you noticed any box? Because once you entered or input your card details,\n\nChannel 1: right.\n\nChannel 0: there is, like, a box. Then if you untick the box, the card details was not saved. But if you did not untick it, it will automatically save, and it will activate the automatic payment by next month onwards.\n\nChannel 1: Oh, okay. Great. Okay. What's the difference between Worldline and PayRx? Is there a\n\nChannel 0: Actually\n\nChannel 1: difference?\n\nChannel 0: yeah. It's just the same because we're just giving our customer a different options to process their payment.\n\nChannel 1: Okay. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: It says the fees is all the same and everything.\n\nChannel 0: Yes. Bank\n\nChannel 1: Okay.\n\nChannel 0: account, I believe it's for free, the bank account or, like, the\n\nChannel 1: The transfer.\n\nChannel 0: yes. Yes. The BPAY, it's for free. But there is, like, a clearing days, two to three days, something like that. But if it's a card, it's a real time process.\n\nChannel 1: Okay. But the credit card, they have to charge fees.\n\nChannel 0: Yes. There is.\n\nChannel 1: Okay. Okay. No worries.\n\nChannel 0: Alright. Anyway, next month, if the payment was not automatically processed, means to say, you have not saved your card. But if it's automatic, it was saved, but we will just inform you anyway. Okay? And this April invoice is good to go, and we appreciate the payment.\n\nChannel 1: Thank you very much. You\n\nChannel 0: You're welcome. Have a good one, and be safe.\n\nChannel 1: too. Bye\n\nChannel 0: Thank\n\nChannel 1: bye.\n\nChannel 0: you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.04,"sentiment":"positive","sentiment_score":0.3825889825820923},{"text":"Thank you so much for calling your toll account.","start":1.04,"end":3.4399998,"sentiment":"positive","sentiment_score":0.66833453045951},{"text":"How may I help you today?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.5647099216779073}],"sentiment":"positive","sentiment_score":0.6116162054240704,"channel":0,"num_words":16,"start":0.79999995,"end":4.74},{"sentences":[{"text":"Hi.","start":5.8399997,"end":6.08,"sentiment":"neutral","sentiment_score":0.01435697078704834},{"text":"Yeah.","start":6.08,"end":6.3999996,"sentiment":"neutral","sentiment_score":-0.012262022122740746},{"text":"I just received an email saying that I need to make payment.","start":6.3999996,"end":9.54,"sentiment":"neutral","sentiment_score":-0.0765436040237546},{"text":"I'm just trying to make the payment now,","start":11.2,"end":13.299999,"sentiment":"neutral","sentiment_score":-0.11464269366115332}],"sentiment":"neutral","sentiment_score":-0.08334408404136245,"channel":1,"num_words":22,"start":5.8399997,"end":13.299999},{"sentences":[{"text":"Mhmm.","start":13.84,"end":14.34,"sentiment":"neutral","sentiment_score":-0.1264592558145523}],"sentiment":"neutral","sentiment_score":-0.1264592558145523,"channel":0,"num_words":1,"start":13.84,"end":14.34},{"sentences":[{"text":"and it's it's not allowing me to make it.","start":14.175,"end":16.675001,"sentiment":"neutral","sentiment_score":-0.32226171758439803},{"text":"I'm 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Mastercard.","start":18.175,"end":18.915,"sentiment":"neutral","sentiment_score":-0.07001283578574657}],"sentiment":"neutral","sentiment_score":-0.07001283578574657,"channel":1,"num_words":2,"start":18.175,"end":18.915},{"sentences":[{"text":"Okay.","start":20.065,"end":20.465,"sentiment":"neutral","sentiment_score":-0.06418080627918243},{"text":"I'm sorry to hear about this, but let me go ahead and help you further.","start":20.465,"end":23.505001,"sentiment":"neutral","sentiment_score":-0.12525411968429884},{"text":"I'll just need to pull up your account here.","start":23.505001,"end":25.525,"sentiment":"neutral","sentiment_score":-0.044980228361156255},{"text":"What is your full name?","start":25.744999,"end":27.925,"sentiment":"neutral","sentiment_score":-0.0011429343372583388}],"sentiment":"neutral","sentiment_score":-0.0784509776160121,"channel":0,"num_words":30,"start":20.065,"end":27.925},{"sentences":[{"text":"Edward, Edward Choi, e d w a r d c h o I.","start":28.9,"end":32.68,"sentiment":"neutral","sentiment_score":-0.006185430254285725}],"sentiment":"neutral","sentiment_score":-0.006185430254285725,"channel":1,"num_words":13,"start":28.9,"end":32.68},{"sentences":[{"text":"Hi.","start":33.09,"end":33.41,"sentiment":"neutral","sentiment_score":0.21090105175971985},{"text":"Nice to have you on the line, Edward.","start":33.41,"end":35.19,"sentiment":"positive","sentiment_score":0.5593701228499413},{"text":"So you got the rectified invoice, right, amounting to $53.97.","start":35.329998,"end":41.489998,"sentiment":"positive","sentiment_score":0.38376650512218474},{"text":"You got the email this morning from","start":41.489998,"end":43.725,"sentiment":"neutral","sentiment_score":0.14090649038553238}],"sentiment":"positive","sentiment_score":0.36576432763383937,"channel":0,"num_words":26,"start":33.09,"end":43.725},{"sentences":[{"text":"That's","start":43.715,"end":43.954998,"sentiment":"neutral","sentiment_score":0.09377139061689375}],"sentiment":"neutral","sentiment_score":0.09377139061689375,"channel":1,"num_words":1,"start":43.715,"end":43.954998},{"sentences":[{"text":"accounts?","start":43.885,"end":44.385,"sentiment":"neutral","sentiment_score":0.11282537132501602}],"sentiment":"neutral","sentiment_score":0.11282537132501602,"channel":0,"num_words":1,"start":43.885,"end":44.385},{"sentences":[{"text":"right.","start":43.954998,"end":44.454998,"sentiment":"neutral","sentiment_score":0.0899965837597847},{"text":"Yeah.","start":44.675,"end":45.074997,"sentiment":"neutral","sentiment_score":0.14553293585777283}],"sentiment":"neutral","sentiment_score":0.11776475980877876,"channel":1,"num_words":2,"start":43.954998,"end":45.074997},{"sentences":[{"text":"Alright.","start":45.004997,"end":45.504997,"sentiment":"neutral","sentiment_score":0.2022651880979538}],"sentiment":"neutral","sentiment_score":0.2022651880979538,"channel":0,"num_words":1,"start":45.004997,"end":45.504997},{"sentences":[{"text":"Yeah.","start":45.074997,"end":45.574997,"sentiment":"neutral","sentiment_score":0.2445063591003418}],"sentiment":"neutral","sentiment_score":0.2445063591003418,"channel":1,"num_words":1,"start":45.074997,"end":45.574997},{"sentences":[{"text":"Yeah.","start":46.125,"end":46.445,"sentiment":"positive","sentiment_score":0.41850388050079346},{"text":"That's wonderful.","start":46.445,"end":47.184998,"sentiment":"positive","sentiment_score":0.7015819549560547},{"text":"Oh, would you like me to try to do it on my end to process your payment?","start":47.245,"end":50.864998,"sentiment":"neutral","sentiment_score":0.0973636591259171}],"sentiment":"neutral","sentiment_score":0.17384249977767469,"channel":0,"num_words":20,"start":46.125,"end":50.864998},{"sentences":[{"text":"Yeah.","start":51.795,"end":52.114998,"sentiment":"neutral","sentiment_score":0.03434325009584427},{"text":"Sure.","start":52.114998,"end":52.515,"sentiment":"neutral","sentiment_score":0.03336961939930916},{"text":"Do do you guys accept credit 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options where you can enter your bank account if you would like to set up a bank account or if you would","start":186.195,"end":194.755,"sentiment":"neutral","sentiment_score":0.033589911060752695}],"sentiment":"neutral","sentiment_score":0.033589911060752695,"channel":0,"num_words":27,"start":186.195,"end":194.755},{"sentences":[{"text":"yeah.","start":194.625,"end":195.125,"sentiment":"neutral","sentiment_score":0.04330103099346161}],"sentiment":"neutral","sentiment_score":0.04330103099346161,"channel":1,"num_words":1,"start":194.625,"end":195.125},{"sentences":[{"text":"like to set up a card.","start":194.755,"end":196.375,"sentiment":"neutral","sentiment_score":0.041825164730350174}],"sentiment":"neutral","sentiment_score":0.041825164730350174,"channel":0,"num_words":6,"start":194.755,"end":196.375},{"sentences":[{"text":"Yep.","start":197.265,"end":197.765,"sentiment":"neutral","sentiment_score":0.06636644899845123},{"text":"I thought I was doing it through 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customer called to make a payment on their toll account, but was having trouble using their Mastercard. The agent helped the customer successfully process the payment using their Mastercard and confirmed that the customer's discounted period had been updated. The agent also provided instructions on setting up a direct debit through a different bank account or card, and informed the customer of fees for paying off their bill."},"intents":{"segments":[{"text":"I just received an email saying that I need to make payment. I'm just trying to make the payment now, Mhmm.","start_word":18,"end_word":38,"intents":[{"intent":"Make payment","confidence_score":0.7935007}]},{"text":"Oh, would you like me to try to do it on my end to process your payment? Yeah. Sure.","start_word":133,"end_word":151,"intents":[{"intent":"Process payment","confidence_score":0.1335959}]},{"text":"Because we're tracking the payments, and then I could see in here that you tried twice. Right? Yeah.","start_word":242,"end_word":259,"intents":[{"intent":"Track payments","confidence_score":0.12881915}]},{"text":"Also, is it possible to set up a a automatic payment? Okay. Yes.","start_word":331,"end_word":343,"intents":[{"intent":"Set up automatic payment","confidence_score":0.37995157},{"intent":"Set up automatic payment","confidence_score":0.04511921}]},{"text":"Also, is it possible to set up a a automatic payment? Okay. Yes. Yes.","start_word":331,"end_word":344,"intents":[{"intent":"Confirm payment method","confidence_score":0.07362893}]},{"text":"If you would like to set it this up on your end, isn't it you are in the customer portal. Right? Yep.","start_word":345,"end_word":366,"intents":[{"intent":"Confirm setup","confidence_score":0.008128414}]},{"text":"So you have to click on finance tab. From the left corner, you will see different tabs. Yep.","start_word":367,"end_word":384,"intents":[{"intent":"Access finance tab","confidence_score":0.12585062}]},{"text":"PayRecs. You just need to click on PayRecs credentials, and then it Oh, will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would yeah. like to set up a card. Yep.","start_word":425,"end_word":472,"intents":[{"intent":"Access payment details","confidence_score":0.004457165}]},{"text":"is via PayRx. But the one that you processed for your payment today was processed via ANZ word line, your card. Yes.","start_word":614,"end_word":635,"intents":[{"intent":"Resolve payment issue","confidence_score":0.011016728}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your toll account. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.6080402731895447},{"text":"Hi. Yeah. I just received an email saying that I need to make payment. I'm just trying to make the payment now, Mhmm. and it's it's not allowing me to make it. I'm using Hold a on. a Mastercard. Okay. I'm sorry to hear about this, but let me go ahead and help you further. I'll just need to pull up your account here. What is your full name? Edward, Edward Choi, e d w a r d c h o I. Hi.","start_word":16,"end_word":98,"sentiment":"neutral","sentiment_score":-0.09065048396587372},{"text":"Nice to have you on the line, Edward. So you got the rectified invoice, right, amounting to $53.97.","start_word":99,"end_word":116,"sentiment":"positive","sentiment_score":0.454050213098526},{"text":"You got the email this morning from That's accounts? right. Yeah. Alright. Yeah.","start_word":117,"end_word":129,"sentiment":"neutral","sentiment_score":0.14572276175022125},{"text":"Yeah. That's wonderful.","start_word":130,"end_word":132,"sentiment":"positive","sentiment_score":0.6227771639823914},{"text":"Oh, would you like me to try to do it on my end to process your payment? Yeah. Sure. Do do you guys accept credit cards? Yeah. We do accept Visa and Mastercard. Yeah. So I'm trying to use my Mastercard, my Westpac Mhmm. Mastercard. I just did proceed to payment. I selected Worldline. Right? Mhmm. Mm-mm. That's correct. Okay. And then let me just go back to the beginning just so, like Okay. Sure. Sure. Yeah. I I just could see here it's showing incomplete or invalid, the trial you made minutes ago. Yep. Okay. Let me do it. So pay oh, you can see it's invalid. Yes. Because we're tracking the payments, and then I could see in here that you tried twice. Right? Yeah. Okay. Oh, hold on. Hold on. Maybe I made an error. Oh, Oh, sure. crap. No, Raj. Okay. Oh, there we go. Sorry. I put a wrong date. I'm so sorry. It's okay.","start_word":133,"end_word":292,"sentiment":"neutral","sentiment_score":-0.0549975261092186},{"text":"And I appreciate the time the payment, Edward. And if you need any assistance, just let us know. And rest assured the promised discounted period has been, inputted or encoded in your account.","start_word":293,"end_word":325,"sentiment":"positive","sentiment_score":0.5024312138557434},{"text":"Okay?","start_word":326,"end_word":326,"sentiment":"neutral","sentiment_score":0.27152663469314575},{"text":"Oh, great. Thank you.","start_word":327,"end_word":330,"sentiment":"positive","sentiment_score":0.6209977865219116},{"text":"Also, is it possible to set up a a automatic payment? Okay. Yes. Yes. If you would like to set it this up on your end, isn't it you are in the customer portal. Right? Yep. So you have to click on finance tab. From the left corner, you will see different tabs. Yep. I see it. And then click on finance, and you have an option to set up a direct debit using a bank account or a card. Which one? The the IC Finance and then documents Yes. pay rates, BPAY. Yes. PayRecs. You just need to click on PayRecs credentials, and then it Oh, will pull out the two options where you can enter your bank account if you would like to set up a bank account or if you would yeah. like to set up a card. Yep. I thought I was doing it through way. What is it called? Worldline. Yeah. Wordline, we have a different one. So if you've already saved your card details when you process the payment today, just right now, it should activate the automatic payments by next month using the same card. Oh, okay. Using Worldline. Yeah. Yes. That's correct. The other one that I've talked to you through the finance tab is via PayRx. And then if you set this up, the one that you processed today, it's through word line. Oh, so the one that I set up via PayRx is through Worldline. No. No. No. The one that I taught you through finance stub, isn't it? If you click on finance stub, you will Yep. see an option to put in your bank account or your card details. That Yeah. is via PayRx. But the one that you processed for your payment today was processed via ANZ word line, your card. Yes. And That's have you noticed any box? Because once you entered or input your card details, right. there is, like, a box. Then if you untick the box, the card details was not saved. But if you did not untick it, it will automatically save, and it will activate the automatic payment by next month onwards. Oh, okay. Great. Okay. What's the difference between Worldline and PayRx? Is there a Actually difference? yeah. It's just the same because we're just giving our customer a different options to process their payment. Okay. Okay. Yeah. It says the fees is all the same and everything. Yes. Bank Okay. account, I believe it's for free, the bank account or, like, the The transfer. yes. Yes. The BPAY, it's for free. But there is, like, a clearing days, two to three days, something like that. But if it's a card, it's a real time process. Okay. But the credit card, they have to charge fees. Yes. There is. Okay. Okay. No worries. Alright. Anyway, next month, if the payment was not automatically processed, means to say, you have not saved your card. But if it's automatic, it was saved, but we will just inform you anyway. Okay?","start_word":331,"end_word":838,"sentiment":"neutral","sentiment_score":0.03782979014703608},{"text":"And this April invoice is good to go, and we appreciate the payment. Thank you very much. You You're welcome. Have a good one, and be safe.","start_word":839,"end_word":865,"sentiment":"positive","sentiment_score":0.5722402930259705},{"text":"too.","start_word":866,"end_word":866,"sentiment":"neutral","sentiment_score":0.2203735113143921},{"text":"Bye Thank bye. you.","start_word":867,"end_word":870,"sentiment":"positive","sentiment_score":0.5177485942840576},{"text":"Bye.","start_word":871,"end_word":871,"sentiment":"neutral","sentiment_score":0.28468379378318787}],"average":{"sentiment":"neutral","sentiment_score":0.06716187073088477}}}}