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And may I have your date of birth? Thank you. How may I help you today? Mhmm. Okay. Sure. No worries. Let me just go ahead and go over to your account. In that way, we can start this up for you. I'm so sorry for the confusion. Okay. Thank you. Just bear with me. Alright? Let me just go to this page where I can access your plan. $65. K. Okay. So, yeah, that is correct, John. I agree with you. I'm showing on here for your NBN plan, which is 25 Mbps, the price is $65.90. That's included... Excluded the 10% GST. And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you had. It cover the September 16, which the services has been commenced and activated until the end of October. However... And then also, I'm showing here that you are eligible for 15% discount for three months. So it's been applied to your account October, November, and it will be applied for November and December. So into your current bill, you got a discount of 15% covering this full month period from October 1 to October 31. So after this first bill you had, your next bill... Actually, our billing cycle is every first of each month, and it's covered within one month, thirty days. So your next bill will be on November 1, and then you expect to receive only thirty days covered period. So that is November 1 to November 30 with 15% discount. It will be $61.62. Same goes to same goes to December because we are fulfilling the three months. And then after December, it will go back to the standard price of your plan, which is 20 five Mbps. The... That will be next year, January. Onwards, it will be $72.49. And you're nodding to work. Go ahead. Yeah. Sure. We appreciate your calling us back to ask question and clarify any confusion that you had, and we'll be more than happy to assist you. So go ahead. Do you have any other questions? Oh, the... One moment. I believe we have the pensioner deal. Let me just access this for you here. But it's exclusively to a specific plan, John. I'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset. If I may ask, do you need any handset? No. Okay. So, basically, the pensioner deal only available to a specific plan which has a handset. However, here's what I'm going to do. One moment here. Let me just go back. Yeah. It's included the handset. But after the discount period of 15% December, I would love to provide you, like, the exemption. I'll try to get an approval to revisit your account before end of December and see if I can get another three month 15% discount for you. But if you could kindly send me your, pensioner card or Medicare card. Is that okay? That way I could just justify. Okay. Good. So one moment here. I'll be sending you an email. My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID. Alright? And so so I can just replace... I I I... We will not be able to provide you the pensioner deal as it is since you're not getting the the same time with the handset. But at least, we provided you that extra three months discount after this... The discounts that we provided to you included to your contract. But please send me that ID once you receive my email. Okay? And then I'll update you with the outcome before ends of December, before the three months ends to your account. You're welcome, John. Mhmm. Mhmm. Oh, okay. No worries, John. We really appreciate that you bring this concern to our attention today. If you still if you still have a time, are you at home right now? I'll check our tech... Okay. That's perfect. Please be on the line. I'll check our tech rep. If it's not engaged on a call, I'll transfer you to our tech rep. In that way, they can go ahead and sort this out for you. It's like during morning... Every morning on a daily basis. Mhmm. Mhmm. Mhmm. Got it. Yeah. Got you. Please just stay on the line. Let me check our tech rep, and then I can definitely transfer you so she can provide you, like, a real time tax support. Okay? And that way, they could sort this out for you. You're welcome. Please be on the line, and it's my pleasure to talk to you today. One moment. 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Good morning. This is here at home accounts. How may I help you today? Oh, sure.\n\nThank you. 1271. And may I have your full name, please? Nice to have you in the line, John. And may I have your date of birth?\n\nThank you. How may I help you today? Mhmm. Okay. Sure.\n\nNo worries. Let me just go ahead and go over to your account. In that way, we can start this up for you. I'm so sorry for the confusion. Okay.\n\nThank you. Just bear with me. Alright? Let me just go to this page where I can access your plan. $65.\n\nK. Okay. So, yeah, that is correct, John. I agree with you. I'm showing on here for your NBN plan, which is 25 Mbps, the price is $65.90.\n\nThat's included... Excluded the 10% GST. And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you had. It cover the September 16, which the services has been commenced and activated until the end of October. However...\n\nAnd then also, I'm showing here that you are eligible for 15% discount for three months. So it's been applied to your account October, November, and it will be applied for November and December. So into your current bill, you got a discount of 15% covering this full month period from October 1 to October 31. So after this first bill you had, your next bill... Actually, our billing cycle is every first of each month, and it's covered within one month, thirty days.\n\nSo your next bill will be on November 1, and then you expect to receive only thirty days covered period. So that is November 1 to November 30 with 15% discount. It will be $61.62. Same goes to same goes to December because we are fulfilling the three months. And then after December, it will go back to the standard price of your plan, which is 20 five Mbps.\n\nThe... That will be next year, January. Onwards, it will be $72.49. And you're nodding to work. Go ahead.\n\nYeah. Sure. We appreciate your calling us back to ask question and clarify any confusion that you had, and we'll be more than happy to assist you. So go ahead. Do you have any other questions?\n\nOh, the... One moment. I believe we have the pensioner deal. Let me just access this for you here. But it's exclusively to a specific plan, John.\n\nI'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset. If I may ask, do you need any handset? No. Okay. So, basically, the pensioner deal only available to a specific plan which has a handset.\n\nHowever, here's what I'm going to do. One moment here. Let me just go back. Yeah. It's included the handset.\n\nBut after the discount period of 15% December, I would love to provide you, like, the exemption. I'll try to get an approval to revisit your account before end of December and see if I can get another three month 15% discount for you. But if you could kindly send me your, pensioner card or Medicare card. Is that okay? That way I could just justify.\n\nOkay. Good. So one moment here. I'll be sending you an email. My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID.\n\nAlright? And so so I can just replace... I I I... We will not be able to provide you the pensioner deal as it is since you're not getting the the same time with the handset. But at least, we provided you that extra three months discount after this...\n\nThe discounts that we provided to you included to your contract. But please send me that ID once you receive my email. Okay? And then I'll update you with the outcome before ends of December, before the three months ends to your account. You're welcome, John.\n\nMhmm. Mhmm. Oh, okay. No worries, John. We really appreciate that you bring this concern to our attention today.\n\nIf you still if you still have a time, are you at home right now? I'll check our tech... Okay. That's perfect. Please be on the line.\n\nI'll check our tech rep. If it's not engaged on a call, I'll transfer you to our tech rep. In that way, they can go ahead and sort this out for you. It's like during morning... Every morning on a daily basis.\n\nMhmm. Mhmm. Mhmm. Got it. Yeah.\n\nGot you. Please just stay on the line. Let me check our tech rep, and then I can definitely transfer you so she can provide you, like, a real time tax support. Okay? And that way, they could sort this out for you.\n\nYou're welcome. Please be on the line, and it's my pleasure to talk to you today. One moment. You're welcome.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.36,"end":1.76,"sentiment":"neutral","sentiment_score":0.2936244606971741},{"text":"Good morning.","start":1.76,"end":2.32,"sentiment":"positive","sentiment_score":0.48776431381702423},{"text":"This is here at home accounts.","start":2.32,"end":3.6799998,"sentiment":"positive","sentiment_score":0.4805027097463608},{"text":"How may I help you today?","start":3.6799998,"end":4.98,"sentiment":"positive","sentiment_score":0.4828637291987737},{"text":"Oh, sure.","start":11.04,"end":11.599999,"sentiment":"neutral","sentiment_score":0.12526832520961761}],"sentiment":"positive","sentiment_score":0.42940519837772145,"num_words":17,"start":1.36,"end":11.599999},{"sentences":[{"text":"Thank you.","start":11.599999,"end":12.42,"sentiment":"positive","sentiment_score":0.33455732464790344},{"text":"1271.","start":18.835,"end":20.535,"sentiment":"neutral","sentiment_score":0.04999248310923576},{"text":"And may I have your full name, 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$65.90.","start":98.689995,"end":107.674995,"sentiment":"neutral","sentiment_score":0.09327562409453094}],"sentiment":"neutral","sentiment_score":0.12993393306221282,"num_words":28,"start":93.17,"end":107.674995},{"sentences":[{"text":"That's included...","start":107.73499,"end":108.634995,"sentiment":"neutral","sentiment_score":0.02410675259307027},{"text":"Excluded the 10% GST.","start":109.41499,"end":111.835,"sentiment":"neutral","sentiment_score":-0.02751993201673031},{"text":"And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you had.","start":112.47,"end":128.205,"sentiment":"neutral","sentiment_score":-0.05366491137401146},{"text":"It cover the September 16, which the services has been commenced and activated until the end of October.","start":128.52501,"end":136.465,"sentiment":"neutral","sentiment_score":-0.030530520818299718},{"text":"However...","start":137.005,"end":137.505,"sentiment":"neutral","sentiment_score":-0.017639851197600365}],"sentiment":"neutral","sentiment_score":-0.04158749890718925,"num_words":59,"start":107.73499,"end":137.505},{"sentences":[{"text":"And then also, I'm showing here that you are eligible for 15% discount for three months.","start":138.365,"end":146.95,"sentiment":"neutral","sentiment_score":0.07650585297960788},{"text":"So it's been applied to your account October, November, and it will be applied for November and December.","start":146.95,"end":153.61,"sentiment":"neutral","sentiment_score":0.07584815762109226},{"text":"So into your current bill, you got a discount of 15% covering this full month period from October 1 to October 31.","start":154.24501,"end":165.70499,"sentiment":"neutral","sentiment_score":0.07350445589558645},{"text":"So after this first bill you had, your next bill...","start":165.845,"end":169.95,"sentiment":"neutral","sentiment_score":0.01740828566253185},{"text":"Actually, our billing cycle is every first of each month, and it's covered within one month, thirty days.","start":169.95,"end":177.33,"sentiment":"neutral","sentiment_score":0.023729645026226837}],"sentiment":"neutral","sentiment_score":0.057234225972067745,"num_words":84,"start":138.365,"end":177.33},{"sentences":[{"text":"So your next bill will be on November 1, and then you expect to receive only thirty days covered period.","start":177.63,"end":185.765,"sentiment":"neutral","sentiment_score":0.05720997885800898},{"text":"So that is November 1 to November 30 with 15% discount.","start":185.905,"end":190.725,"sentiment":"neutral","sentiment_score":0.14352494478225708},{"text":"It will be $61.62.","start":191.265,"end":194.725,"sentiment":"neutral","sentiment_score":0.1191330086439848},{"text":"Same goes to same goes to December because we are fulfilling the three months.","start":195.185,"end":201.15001,"sentiment":"neutral","sentiment_score":0.2118583151272365},{"text":"And then after December, it will go back to the standard price of your plan, which is 20 five Mbps.","start":201.15001,"end":208.21,"sentiment":"neutral","sentiment_score":0.1670066773891449}],"sentiment":"neutral","sentiment_score":0.13776312991166892,"num_words":69,"start":177.63,"end":208.21},{"sentences":[{"text":"The...","start":208.59001,"end":208.91,"sentiment":"neutral","sentiment_score":0.027864353731274605},{"text":"That will be next year, January.","start":208.91,"end":211.25,"sentiment":"neutral","sentiment_score":0.03224241081625223},{"text":"Onwards, it will be $72.49.","start":211.955,"end":215.97499,"sentiment":"neutral","sentiment_score":0.06015096828341484},{"text":"And you're nodding to work.","start":226.68001,"end":228.22,"sentiment":"neutral","sentiment_score":-0.10102379769086837},{"text":"Go ahead.","start":229.96,"end":230.78,"sentiment":"neutral","sentiment_score":0.04221790097653866}],"sentiment":"neutral","sentiment_score":0.005336340712873559,"num_words":19,"start":208.59001,"end":230.78},{"sentences":[{"text":"Yeah.","start":231.0,"end":231.40001,"sentiment":"neutral","sentiment_score":0.09473010897636414},{"text":"Sure.","start":231.40001,"end":231.8,"sentiment":"neutral","sentiment_score":0.19754540920257568},{"text":"We appreciate your calling us back to ask question and clarify any confusion that you had, and we'll be more than happy to assist you.","start":231.8,"end":240.3,"sentiment":"positive","sentiment_score":0.34863548338413236},{"text":"So go ahead.","start":240.315,"end":241.115,"sentiment":"neutral","sentiment_score":0.23724467555681863},{"text":"Do you have any other questions?","start":241.115,"end":242.655,"sentiment":"neutral","sentiment_score":0.1488009641567866}],"sentiment":"neutral","sentiment_score":0.29479728928870624,"num_words":36,"start":231.0,"end":242.655},{"sentences":[{"text":"Oh, the...","start":256.13998,"end":256.8,"sentiment":"neutral","sentiment_score":0.009420688264071941},{"text":"One moment.","start":256.94,"end":257.68,"sentiment":"neutral","sentiment_score":0.028469637036323547},{"text":"I believe we have the pensioner deal.","start":257.9,"end":262.56,"sentiment":"neutral","sentiment_score":0.06718895105378968},{"text":"Let me just access this for you here.","start":262.69998,"end":266.16,"sentiment":"neutral","sentiment_score":0.1043139398097992},{"text":"But it's exclusively to a specific plan, John.","start":266.69998,"end":270.96,"sentiment":"neutral","sentiment_score":0.07210979145020247}],"sentiment":"neutral","sentiment_score":0.072499746594716,"num_words":27,"start":256.13998,"end":270.96},{"sentences":[{"text":"I'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset.","start":271.26498,"end":284.325,"sentiment":"neutral","sentiment_score":0.08829873862365882},{"text":"If I may ask, do you need any handset?","start":284.705,"end":287.57,"sentiment":"neutral","sentiment_score":0.006155854091048241},{"text":"No.","start":289.87,"end":290.37,"sentiment":"neutral","sentiment_score":-0.0558474063873291},{"text":"Okay.","start":290.59,"end":291.09,"sentiment":"neutral","sentiment_score":-0.03192999213933945},{"text":"So, basically, the pensioner deal only available to a specific plan which has a handset.","start":291.15,"end":301.595,"sentiment":"neutral","sentiment_score":-0.009263909111420313}],"sentiment":"neutral","sentiment_score":0.03895672757178545,"num_words":50,"start":271.26498,"end":301.595},{"sentences":[{"text":"However, here's what I'm going to do.","start":301.815,"end":306.075,"sentiment":"neutral","sentiment_score":0.028135707335812703},{"text":"One moment here.","start":306.695,"end":307.575,"sentiment":"neutral","sentiment_score":0.0343981608748436},{"text":"Let me just go back.","start":307.575,"end":309.035,"sentiment":"neutral","sentiment_score":0.024795876070857047},{"text":"Yeah.","start":309.255,"end":309.655,"sentiment":"neutral","sentiment_score":0.053903110325336456},{"text":"It's included the handset.","start":309.655,"end":311.195,"sentiment":"neutral","sentiment_score":0.0656802523881197}],"sentiment":"neutral","sentiment_score":0.03703739671036601,"num_words":20,"start":301.815,"end":311.195},{"sentences":[{"text":"But after the discount period of 15% December, I would love to provide you, like, the exemption.","start":311.99002,"end":322.57,"sentiment":"neutral","sentiment_score":0.12833701238474426},{"text":"I'll try to get an approval to revisit your account before end of December and see if I can get another three month 15% discount for you.","start":322.87003,"end":335.76498,"sentiment":"neutral","sentiment_score":0.13163170163278226},{"text":"But if you could kindly send me your, pensioner card or Medicare card.","start":336.065,"end":343.68,"sentiment":"neutral","sentiment_score":0.06255512312054634},{"text":"Is that okay?","start":343.82,"end":344.72,"sentiment":"neutral","sentiment_score":0.09209759781757991},{"text":"That way I could just justify.","start":344.86002,"end":346.48,"sentiment":"neutral","sentiment_score":0.10147742678721745}],"sentiment":"neutral","sentiment_score":0.11263877438437758,"num_words":66,"start":311.99002,"end":346.48},{"sentences":[{"text":"Okay.","start":348.7,"end":349.2,"sentiment":"neutral","sentiment_score":0.19615352153778076},{"text":"Good.","start":349.26,"end":349.76,"sentiment":"neutral","sentiment_score":0.2728893756866455},{"text":"So one moment here.","start":349.98,"end":351.68,"sentiment":"neutral","sentiment_score":0.17116951942443848},{"text":"I'll be sending you an email.","start":353.83502,"end":355.375,"sentiment":"neutral","sentiment_score":0.13467424735426903},{"text":"My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID.","start":356.39502,"end":369.12003,"sentiment":"neutral","sentiment_score":0.1453158357020082}],"sentiment":"neutral","sentiment_score":0.15063233400990322,"num_words":41,"start":348.7,"end":369.12003},{"sentences":[{"text":"Alright?","start":369.74002,"end":370.22,"sentiment":"neutral","sentiment_score":0.07039824873209},{"text":"And so so I can just replace...","start":370.22,"end":372.80002,"sentiment":"neutral","sentiment_score":-0.017499331517943313},{"text":"I I I...","start":373.5,"end":374.22,"sentiment":"neutral","sentiment_score":-0.01543279675145944},{"text":"We will not be able to provide you the pensioner deal as it is since you're not getting the the same time with the handset.","start":374.22,"end":382.14502,"sentiment":"neutral","sentiment_score":-0.24423740088939666},{"text":"But at least, we provided you that extra three months discount after this...","start":382.14502,"end":387.765,"sentiment":"neutral","sentiment_score":-0.04383375524328305}],"sentiment":"neutral","sentiment_score":-0.1382483531131732,"num_words":49,"start":369.74002,"end":387.765},{"sentences":[{"text":"The discounts that we provided to you included to your contract.","start":387.905,"end":391.92502,"sentiment":"neutral","sentiment_score":0.026184926994822243},{"text":"But please send me that ID once you receive my email.","start":392.58,"end":395.69998,"sentiment":"neutral","sentiment_score":0.047939698127183045},{"text":"Okay?","start":395.69998,"end":396.1,"sentiment":"neutral","sentiment_score":0.05976717919111252},{"text":"And then I'll update you with the outcome before ends of December, before the three months ends to your account.","start":396.1,"end":404.12,"sentiment":"neutral","sentiment_score":0.04584401324391365},{"text":"You're welcome, John.","start":407.515,"end":408.815,"sentiment":"neutral","sentiment_score":0.3070288300514221}],"sentiment":"neutral","sentiment_score":0.05898053936012413,"num_words":46,"start":387.905,"end":408.815},{"sentences":[{"text":"Mhmm.","start":411.595,"end":412.095,"sentiment":"neutral","sentiment_score":-0.0029592644423246384},{"text":"Mhmm.","start":425.22,"end":425.72,"sentiment":"neutral","sentiment_score":-0.15028327703475952},{"text":"Oh, okay.","start":443.36502,"end":444.08502,"sentiment":"neutral","sentiment_score":-0.017668851651251316},{"text":"No worries, John.","start":444.08502,"end":445.285,"sentiment":"neutral","sentiment_score":0.08223647624254227},{"text":"We really appreciate that you bring this concern to our attention today.","start":445.285,"end":450.73,"sentiment":"neutral","sentiment_score":0.1907415067156156}],"sentiment":"neutral","sentiment_score":0.12352775076502248,"num_words":19,"start":411.595,"end":450.73},{"sentences":[{"text":"If you still if you still have a time, are you at home right now?","start":451.11002,"end":454.97,"sentiment":"neutral","sentiment_score":-0.0017232091476519903},{"text":"I'll check our tech...","start":455.19,"end":456.65002,"sentiment":"neutral","sentiment_score":0.00016891292762011246},{"text":"Okay.","start":456.71002,"end":457.03,"sentiment":"neutral","sentiment_score":0.05818963795900345},{"text":"That's perfect.","start":457.03,"end":457.85,"sentiment":"neutral","sentiment_score":0.17108234763145447},{"text":"Please be on the line.","start":458.07,"end":459.35,"sentiment":"neutral","sentiment_score":0.10105434209108352}],"sentiment":"neutral","sentiment_score":0.032609391043445575,"num_words":27,"start":451.11002,"end":459.35},{"sentences":[{"text":"I'll check our tech rep.","start":459.35,"end":460.95,"sentiment":"neutral","sentiment_score":0.039064469560980794},{"text":"If it's not engaged on a call, I'll transfer you to our tech rep.","start":460.95,"end":465.165,"sentiment":"neutral","sentiment_score":-0.00586102157831192},{"text":"In that way, they can go ahead and sort this out for you.","start":465.165,"end":469.40503,"sentiment":"neutral","sentiment_score":0.044276103377342224},{"text":"It's like during morning...","start":469.40503,"end":471.08502,"sentiment":"neutral","sentiment_score":0.08890911657363176},{"text":"Every morning on a daily basis.","start":471.08502,"end":473.02502,"sentiment":"neutral","sentiment_score":-0.003334665670990944}],"sentiment":"neutral","sentiment_score":0.02439252052101351,"num_words":42,"start":459.35,"end":473.02502},{"sentences":[{"text":"Mhmm.","start":474.845,"end":475.345,"sentiment":"neutral","sentiment_score":-0.004220915958285332},{"text":"Mhmm.","start":479.87,"end":480.37,"sentiment":"neutral","sentiment_score":-0.0025252792984247208},{"text":"Mhmm.","start":482.66998,"end":483.16998,"sentiment":"neutral","sentiment_score":0.0007719928398728371},{"text":"Got 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I'll I'll I'll I'll give you my account number. 1 1271. Yes. Yes. It's John Spallari. Yeah. The 02/10/1955. Okay. I'm inquiring... I've just had a bill which has been paid for $97.87. Now what I don't understand is that I'm on the $65.65 dollar 90 plan. Okay. No worries. Yes. Alright. Got it. Yes. Yep. Okay. Okay. Yeah. But I thought that that won't be the case, but I was just checking. Now... Sorry? Yeah. No worries. I yeah. I'm also on a pension. Do you have the supplements to to be able to have a test scan on a pension card or not? No. Okay. Yeah. Yep. Yes. Yes. Okay. Yeah. Right. Thank you. Now... Okay. One more thing. Ever since I've been ever since I've I've joined and and and and I've been... And I've had the Internet here, every morning every morning, I have no Internet. And I have to go over over to the... What's that? The... Your the... Up to the... Is it the modem? Yes. I am. Okay. Thank you. Every morning, I'll have to unplug it, wait half a minute, replug it, and and half the time it works okay. Then after that, sometimes I've gotta do it two or three times before it reconnect. Okay. Thank you. Okay. 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modem?","start":441.315,"end":442.29498,"sentiment":"neutral","sentiment_score":-0.059094084426760674},{"text":"Yes.","start":455.19998,"end":455.44,"sentiment":"neutral","sentiment_score":0.01403582375496626},{"text":"I am.","start":455.44,"end":456.18,"sentiment":"neutral","sentiment_score":0.0011596246622502804},{"text":"Okay.","start":469.015,"end":469.415,"sentiment":"neutral","sentiment_score":0.03324379771947861},{"text":"Thank you.","start":469.415,"end":470.23502,"sentiment":"neutral","sentiment_score":0.13733144849538803}],"sentiment":"neutral","sentiment_score":0.008788543008267879,"num_words":10,"start":441.315,"end":470.23502},{"sentences":[{"text":"Every morning, I'll have to unplug it, wait half a minute, replug it, and and half the time it works okay.","start":473.415,"end":486.24,"sentiment":"neutral","sentiment_score":-0.002891977960687308},{"text":"Then after that, sometimes I've gotta do it two or three times before it reconnect.","start":486.24,"end":492.82,"sentiment":"neutral","sentiment_score":-0.033468773340185484},{"text":"Okay.","start":503.795,"end":504.195,"sentiment":"neutral","sentiment_score":0.12765729427337646},{"text":"Thank you.","start":504.195,"end":504.935,"sentiment":"positive","sentiment_score":0.3685629069805145},{"text":"Okay.","start":512.36,"end":512.86,"sentiment":"neutral","sentiment_score":0.07059219479560852}],"sentiment":"neutral","sentiment_score":0.009315304143819958,"num_words":40,"start":473.415,"end":512.86},{"sentences":[{"text":"Thank you.","start":512.92,"end":513.74,"sentiment":"positive","sentiment_score":0.8120333850383759}],"sentiment":"positive","sentiment_score":0.8120333850383759,"num_words":2,"start":512.92,"end":513.74}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. This is here at home accounts. How may I help you today?\n\nChannel 1: I am... I'll I'll I'll I'll give you my account number.\n\nChannel 0: Oh, sure.\n\nChannel 1: 1\n\nChannel 0: Thank you.\n\nChannel 1: 1271.\n\nChannel 0: 1271.\n\nChannel 1: Yes.\n\nChannel 0: And may I have your full name, please?\n\nChannel 1: Yes. It's John Spallari.\n\nChannel 0: Nice to have you in the line, John. And may I have your date of birth?\n\nChannel 1: Yeah. The 02/10/1955.\n\nChannel 0: Thank you. How may I help you today?\n\nChannel 1: Okay. I'm inquiring... I've just had a bill which has been\n\nChannel 0: Mhmm.\n\nChannel 1: paid for $97.87. Now what I don't understand is that I'm on the $65.65 dollar 90 plan.\n\nChannel 0: Okay. Sure. No worries. Let me just go ahead and go over to your account. In that way, we can start this up for you.\n\nI'm so sorry for the confusion.\n\nChannel 1: Okay. No worries.\n\nChannel 0: Okay. Thank you. Just bear with me. Alright? Let me just go to this page where I can access your plan.\n\n$65. K. Okay. So, yeah, that is correct, John. I agree with you.\n\nI'm showing on here for your NBN plan, which is 25 Mbps, the price is $65.90. That's included... Excluded the 10% GST. And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you had. It cover the September 16, which the services has been commenced and activated until the end of October.\n\nHowever... And then also, I'm showing here that you are eligible for 15% discount for three months. So it's been applied to your account October, November, and it will be applied for November and December. So into your current bill, you got a discount of 15% covering this full month period from October 1 to October 31. So after this first bill you had, your next bill...\n\nActually, our billing cycle is every first of each month, and it's covered within one month, thirty\n\nChannel 1: Yes.\n\nChannel 0: days. So your next bill will be on November 1, and then you expect to receive only thirty days covered period. So that is November 1 to November 30 with 15% discount. It will be $61.62. Same\n\nChannel 1: Alright.\n\nChannel 0: goes\n\nChannel 1: Got it.\n\nChannel 0: to same goes to December because we are\n\nChannel 1: Yes.\n\nChannel 0: fulfilling the three months. And then after December, it will go back to the standard price of your plan, which is 20 five Mbps. The... That will be next year, January. Onwards,\n\nChannel 1: Yep.\n\nChannel 0: it will be $72.49.\n\nChannel 1: Okay. Okay. Yeah. But I thought that that won't be the case, but I was just checking. Now...\n\nChannel 0: And you're nodding to work.\n\nChannel 1: Sorry?\n\nChannel 0: Go ahead. Yeah. Sure. We appreciate your calling us back to ask question and clarify any confusion that\n\nChannel 1: Yeah.\n\nChannel 0: you had, and we'll be\n\nChannel 1: No\n\nChannel 0: more than\n\nChannel 1: worries.\n\nChannel 0: happy to assist you.\n\nChannel 1: I\n\nChannel 0: So go ahead. Do you have any other questions?\n\nChannel 1: yeah. I'm also on a pension. Do you have the supplements to to be able to have a test scan on a pension card or not?\n\nChannel 0: Oh, the... One moment. I believe we have the pensioner deal. Let me just access this for you here. But it's exclusively to a specific plan, John.\n\nI'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset. If I may ask, do you need any handset?\n\nChannel 1: No.\n\nChannel 0: No. Okay. So, basically, the pensioner deal only available to a specific plan which\n\nChannel 1: Okay.\n\nChannel 0: has a handset. However, here's what I'm going to do. One moment here. Let me just go back. Yeah.\n\nIt's included the handset. But after the discount period\n\nChannel 1: Yeah.\n\nChannel 0: of 15% December, I would love to provide you, like, the exemption. I'll try to get an approval to revisit your account before end of December\n\nChannel 1: Yep.\n\nChannel 0: and see if I can get another three month 15% discount for you. But if you could kindly send me your, pensioner card or Medicare card. Is that okay? That way I\n\nChannel 1: Yes.\n\nChannel 0: could just justify. Okay. Good. So one moment here. I'll be sending you an email.\n\nChannel 1: Yes.\n\nChannel 0: My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID. Alright? And so so I can just replace... I I I... We will not be able to provide you the pensioner deal as it is since you're not getting the the same time with the handset.\n\nBut at least, we provided you that extra three months discount after this... The discounts that we provided to you included to your contract. But please send\n\nChannel 1: Okay.\n\nChannel 0: me that ID once you receive my email. Okay? And then I'll update you with the outcome before ends of December, before the three months ends to your account.\n\nChannel 1: Yeah. Right. Thank you.\n\nChannel 0: You're\n\nChannel 1: Now...\n\nChannel 0: welcome, John.\n\nChannel 1: Okay. One more thing.\n\nChannel 0: Mhmm.\n\nChannel 1: Ever since I've been ever since I've I've joined and and and and I've been... And I've had the Internet here, every\n\nChannel 0: Mhmm.\n\nChannel 1: morning every morning, I have no Internet. And I have to go over over to the... What's that? The... Your the...\n\nUp to the... Is it the modem?\n\nChannel 0: Oh, okay. No worries, John. We really appreciate that you bring this concern to our attention today. If you still if you still have a time, are you at home right now? I'll\n\nChannel 1: Yes. I\n\nChannel 0: check\n\nChannel 1: am.\n\nChannel 0: our tech... Okay. That's perfect. Please be on the line. I'll check our tech rep.\n\nIf it's not engaged on a call, I'll transfer you to our tech rep. In that way, they can go ahead and sort this out for\n\nChannel 1: Okay.\n\nChannel 0: you. It's\n\nChannel 1: Thank\n\nChannel 0: like\n\nChannel 1: you.\n\nChannel 0: during morning... Every morning on a daily basis.\n\nChannel 1: Every morning, I'll have to\n\nChannel 0: Mhmm.\n\nChannel 1: unplug it, wait half a minute,\n\nChannel 0: Mhmm.\n\nChannel 1: replug it, and and\n\nChannel 0: Mhmm.\n\nChannel 1: half the time it works okay. Then after that, sometimes I've gotta do it two or three times before it\n\nChannel 0: Got\n\nChannel 1: reconnect.\n\nChannel 0: it. Yeah. Got you. Please just stay on the line. Let me check our tech rep, and then I can definitely transfer you so she can provide you, like, a real time tax support.\n\nOkay?\n\nChannel 1: Okay.\n\nChannel 0: And that\n\nChannel 1: Thank\n\nChannel 0: way,\n\nChannel 1: you.\n\nChannel 0: they could sort this out for you. You're welcome. Please be on the line, and it's my pleasure to talk to you today. One moment.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: You're welcome.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.36,"end":1.76,"sentiment":"neutral","sentiment_score":0.2936244606971741},{"text":"Good morning.","start":1.76,"end":2.32,"sentiment":"positive","sentiment_score":0.48776431381702423},{"text":"This is here at home accounts.","start":2.32,"end":3.6799998,"sentiment":"positive","sentiment_score":0.4805027097463608},{"text":"How may I help you today?","start":3.6799998,"end":4.98,"sentiment":"positive","sentiment_score":0.4828637291987737}],"sentiment":"positive","sentiment_score":0.469956781466802,"channel":0,"num_words":15,"start":1.36,"end":4.98},{"sentences":[{"text":"I am...","start":5.92,"end":6.58,"sentiment":"neutral","sentiment_score":0.06681864708662033},{"text":"I'll I'll I'll I'll give you my account 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you.","start":11.599999,"end":12.42,"sentiment":"positive","sentiment_score":0.33455732464790344}],"sentiment":"positive","sentiment_score":0.33455732464790344,"channel":0,"num_words":2,"start":11.599999,"end":12.42},{"sentences":[{"text":"1271.","start":12.255,"end":14.595,"sentiment":"neutral","sentiment_score":0.08292201161384583}],"sentiment":"neutral","sentiment_score":0.08292201161384583,"channel":1,"num_words":1,"start":12.255,"end":14.595},{"sentences":[{"text":"1271.","start":18.835,"end":20.535,"sentiment":"neutral","sentiment_score":0.04999248310923576}],"sentiment":"neutral","sentiment_score":0.04999248310923576,"channel":0,"num_words":1,"start":18.835,"end":20.535},{"sentences":[{"text":"Yes.","start":21.055,"end":21.555,"sentiment":"neutral","sentiment_score":0.06774523854255676}],"sentiment":"neutral","sentiment_score":0.06774523854255676,"channel":1,"num_words":1,"start":21.055,"end":21.555},{"sentences":[{"text":"And may I have your full name, please?","start":22.115,"end":24.055,"sentiment":"neutral","sentiment_score":0.09299345314502716}],"sentiment":"neutral","sentiment_score":0.09299345314502716,"channel":0,"num_words":8,"start":22.115,"end":24.055},{"sentences":[{"text":"Yes.","start":24.735,"end":25.135,"sentiment":"neutral","sentiment_score":0.08725066483020782},{"text":"It's John Spallari.","start":25.135,"end":27.18,"sentiment":"neutral","sentiment_score":0.12993470082680383}],"sentiment":"neutral","sentiment_score":0.11926369182765484,"channel":1,"num_words":4,"start":24.735,"end":27.18},{"sentences":[{"text":"Nice to have you in the line, John.","start":28.355,"end":29.955,"sentiment":"positive","sentiment_score":0.6526783630251884},{"text":"And may I have your date of 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today?","start":37.1,"end":38.4,"sentiment":"positive","sentiment_score":0.36481790741284686}],"sentiment":"positive","sentiment_score":0.3903857283294201,"channel":0,"num_words":8,"start":36.46,"end":38.4},{"sentences":[{"text":"Okay.","start":39.239998,"end":39.739998,"sentiment":"neutral","sentiment_score":-0.014055767096579077},{"text":"I'm inquiring...","start":39.8,"end":40.54,"sentiment":"neutral","sentiment_score":-0.05611690506339073},{"text":"I've just had a bill which has been","start":41.32,"end":44.475,"sentiment":"neutral","sentiment_score":-0.1459702244028449}],"sentiment":"neutral","sentiment_score":-0.11764103385873816,"channel":1,"num_words":11,"start":39.239998,"end":44.475},{"sentences":[{"text":"Mhmm.","start":44.265,"end":44.765,"sentiment":"neutral","sentiment_score":-0.12402848899364471}],"sentiment":"neutral","sentiment_score":-0.12402848899364471,"channel":0,"num_words":1,"start":44.265,"end":44.765},{"sentences":[{"text":"paid for $97.87.","start":44.475,"end":46.894997,"sentiment":"neutral","sentiment_score":-0.1403423547744751},{"text":"Now what I don't understand is that I'm on the $65.65 dollar 90 plan.","start":49.515,"end":59.89,"sentiment":"neutral","sentiment_score":-0.28607504601989475}],"sentiment":"neutral","sentiment_score":-0.26035751227070303,"channel":1,"num_words":17,"start":44.475,"end":59.89},{"sentences":[{"text":"Okay.","start":62.88,"end":63.36,"sentiment":"neutral","sentiment_score":-0.005463585257530212},{"text":"Sure.","start":63.36,"end":63.68,"sentiment":"neutral","sentiment_score":0.05215819925069809},{"text":"No worries.","start":63.68,"end":64.24,"sentiment":"neutral","sentiment_score":0.07568461820483208},{"text":"Let me just go ahead and go over to your account.","start":64.24,"end":67.04,"sentiment":"neutral","sentiment_score":0.15382251278920608},{"text":"In that way, we can start this up for you.","start":67.04,"end":69.04,"sentiment":"neutral","sentiment_score":0.25377528071403505}],"sentiment":"neutral","sentiment_score":0.17711457192897798,"channel":0,"num_words":25,"start":62.88,"end":69.04},{"sentences":[{"text":"I'm so sorry for the confusion.","start":69.04,"end":71.06,"sentiment":"neutral","sentiment_score":-0.29053156574567157}],"sentiment":"neutral","sentiment_score":-0.29053156574567157,"channel":0,"num_words":6,"start":69.04,"end":71.06},{"sentences":[{"text":"Okay.","start":71.875,"end":72.115,"sentiment":"neutral","sentiment_score":-0.004954919219017029},{"text":"No worries.","start":72.115,"end":72.854996,"sentiment":"neutral","sentiment_score":0.04282160475850105}],"sentiment":"neutral","sentiment_score":0.026896096765995026,"channel":1,"num_words":3,"start":71.875,"end":72.854996},{"sentences":[{"text":"Okay.","start":72.715,"end":73.215,"sentiment":"neutral","sentiment_score":0.12136320769786836},{"text":"Thank you.","start":73.755,"end":74.575,"sentiment":"neutral","sentiment_score":0.27143241465091705},{"text":"Just bear with me.","start":74.635,"end":75.595,"sentiment":"neutral","sentiment_score":0.17158303037285805},{"text":"Alright?","start":75.595,"end":76.075,"sentiment":"neutral","sentiment_score":0.11480754613876344},{"text":"Let me just go to this page where I can access your plan.","start":76.075,"end":82.335,"sentiment":"neutral","sentiment_score":0.08381783245847775}],"sentiment":"neutral","sentiment_score":0.12166664412333852,"channel":0,"num_words":21,"start":72.715,"end":82.335},{"sentences":[{"text":"$65.","start":86.53,"end":88.39,"sentiment":"neutral","sentiment_score":0.030561773106455803},{"text":"K.","start":93.17,"end":93.67,"sentiment":"neutral","sentiment_score":0.04306361451745033},{"text":"Okay.","start":94.77,"end":95.27,"sentiment":"neutral","sentiment_score":0.08505503088235855},{"text":"So, yeah, that is correct, John.","start":95.49,"end":97.729996,"sentiment":"neutral","sentiment_score":0.1642893614868323},{"text":"I agree with you.","start":97.729996,"end":98.689995,"sentiment":"neutral","sentiment_score":0.2579713314771652}],"sentiment":"neutral","sentiment_score":0.16740783948737842,"channel":0,"num_words":13,"start":86.53,"end":98.689995},{"sentences":[{"text":"I'm showing on here for your NBN plan, which is 25 Mbps, the price is $65.90.","start":98.689995,"end":107.674995,"sentiment":"neutral","sentiment_score":0.09327562409453094},{"text":"That's included...","start":107.73499,"end":108.634995,"sentiment":"neutral","sentiment_score":0.02410675259307027},{"text":"Excluded the 10% GST.","start":109.41499,"end":111.835,"sentiment":"neutral","sentiment_score":-0.02751993201673031},{"text":"And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you 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$61.62.","start":191.265,"end":194.725,"sentiment":"neutral","sentiment_score":0.1191330086439848},{"text":"Same","start":195.185,"end":195.505,"sentiment":"neutral","sentiment_score":0.155478373169899}],"sentiment":"neutral","sentiment_score":0.09207158870491627,"channel":0,"num_words":37,"start":176.83,"end":195.505},{"sentences":[{"text":"Alright.","start":195.24,"end":195.56,"sentiment":"neutral","sentiment_score":0.1394788920879364}],"sentiment":"neutral","sentiment_score":0.1394788920879364,"channel":1,"num_words":1,"start":195.24,"end":195.56},{"sentences":[{"text":"goes","start":195.505,"end":195.905,"sentiment":"neutral","sentiment_score":0.10977402329444884}],"sentiment":"neutral","sentiment_score":0.10977402329444884,"channel":0,"num_words":1,"start":195.505,"end":195.905},{"sentences":[{"text":"Got 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the time it works okay.","start":484.4,"end":486.24,"sentiment":"neutral","sentiment_score":0.01264171147098144},{"text":"Then after that, sometimes I've gotta do it two or three times before 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The agent confirms the bill is for a pro rata plan and provides details on discounts and coverage for the next bill. The agent also asks for the customer's pension card and provides instructions for sending a copy of the pensioner card and a photo of their ID. The agent promises to follow up with the customer and transfer them to a tech representative to provide further support."},"intents":{"segments":[{"text":"I am... I'll I'll I'll I'll give you my account number. Oh, sure.","start_word":15,"end_word":27,"intents":[{"intent":"Get account number","confidence_score":0.009358376}]},{"text":"Let me just go to this page where I can access your plan. $65. K. Okay.","start_word":144,"end_word":159,"intents":[{"intent":"Access plan","confidence_score":0.71971357},{"intent":"Access plan","confidence_score":0.44598442}]},{"text":"So it's been applied to your account October, November, and it will be applied for November and December.","start_word":261,"end_word":278,"intents":[{"intent":"Apply discount","confidence_score":0.0787678}]},{"text":"So that is November 1 to November 30 with 15% discount. It will be $61.62. Same Alright.","start_word":351,"end_word":367,"intents":[{"intent":"Clarify pricing","confidence_score":0.04949798}]},{"text":"I believe we have the pensioner deal. Let me just access this for you here. But it's exclusively to a specific plan, John. I'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset. If I may ask, do you need any handset? No.","start_word":512,"end_word":568,"intents":[{"intent":"Access pensioner deal","confidence_score":0.66673595}]},{"text":"of 15% December, I would love to provide you, like, the exemption. I'll try to get an approval to revisit your account before end of December Yep. and see if I can get another three month 15% discount for you. But if you could kindly send me your, pensioner card or Medicare card. Is that okay? That way I Yes.","start_word":613,"end_word":672,"intents":[{"intent":"Provide exemption","confidence_score":0.4924406}]},{"text":"I'll be sending you an email. Yes. My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID. Alright?","start_word":682,"end_word":718,"intents":[{"intent":"Request email","confidence_score":0.019773128}]},{"text":"My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID. Alright?","start_word":689,"end_word":718,"intents":[{"intent":"Confirm photo","confidence_score":0.0006404465}]},{"text":"And then I'll update you with the outcome before ends of December, before the three months ends to your account. Yeah.","start_word":791,"end_word":811,"intents":[{"intent":"Update contract outcome","confidence_score":0.0021401972}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2936244606971741},{"text":"Good morning. This is here at home accounts. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.4757499694824219},{"text":"I am... I'll I'll I'll I'll give you my account number. Oh, sure. 1 Thank you. 1271. 1271. Yes. And may I have your full name, please? Yes. It's John Spallari.","start_word":15,"end_word":45,"sentiment":"neutral","sentiment_score":0.09996919333934784},{"text":"Nice to have you in the line, John.","start_word":46,"end_word":53,"sentiment":"positive","sentiment_score":0.6508037447929382},{"text":"And may I have your date of birth? Yeah. The 02/10/1955.","start_word":54,"end_word":64,"sentiment":"neutral","sentiment_score":0.15069347620010376},{"text":"Thank you. How may I help you today?","start_word":65,"end_word":72,"sentiment":"positive","sentiment_score":0.38966697454452515},{"text":"Okay. I'm inquiring... I've just had a bill which has been Mhmm. paid for $97.87. Now what I don't understand is that I'm on the $65.65 dollar 90 plan. Okay. Sure. No worries. Let me just go ahead and go over to your account. In that way, we can start this up for you. I'm so sorry for the confusion. Okay. No worries. Okay. Thank you. Just bear with me. Alright? Let me just go to this page where I can access your plan. $65. K. Okay. So, yeah, that is correct, John. I agree with you. I'm showing on here for your NBN plan, which is 25 Mbps, the price is $65.90. That's included... Excluded the 10% GST. And then your bill, if you will go to your last page or page four of your invoice, reason why it's kinda high, $97.87, is because it's a pro rata, first invoice you had. It cover the September 16, which the services has been commenced and activated until the end of October. However... And then also, I'm showing here that you are eligible for 15% discount for three months. So it's been applied to your account October, November, and it will be applied for November and December. So into your current bill, you got a discount of 15% covering this full month period from October 1 to October 31. So after this first bill you had, your next bill... Actually, our billing cycle is every first of each month, and it's covered within one month, thirty Yes. days. So your next bill will be on November 1, and then you expect to receive only thirty days covered period. So that is November 1 to November 30 with 15% discount. It will be $61.62. Same Alright. goes Got it. to same goes to December because we are Yes.","start_word":73,"end_word":378,"sentiment":"neutral","sentiment_score":0.028078323899725685},{"text":"fulfilling the three months.","start_word":379,"end_word":382,"sentiment":"positive","sentiment_score":0.3451476991176605},{"text":"And then after December, it will go back to the standard price of your plan, which is 20 five Mbps. The... That will be next year, January. Onwards, Yep. it will be $72.49. Okay. Okay. Yeah. But I thought that that won't be the case, but I was just checking. Now... And you're nodding to work. Sorry? Go ahead. Yeah. Sure.","start_word":383,"end_word":443,"sentiment":"neutral","sentiment_score":0.016010520979762077},{"text":"We appreciate your calling us back to ask question and clarify any confusion that Yeah.","start_word":444,"end_word":458,"sentiment":"positive","sentiment_score":0.3629183769226074},{"text":"you had, and we'll be No more than worries.","start_word":459,"end_word":467,"sentiment":"neutral","sentiment_score":0.18126152455806732},{"text":"happy to assist you.","start_word":468,"end_word":471,"sentiment":"positive","sentiment_score":0.5742095112800598},{"text":"I So go ahead. Do you have any other questions? yeah. I'm also on a pension. Do you have the supplements to to be able to have a test scan on a pension card or not? Oh, the... One moment. I believe we have the pensioner deal. Let me just access this for you here. But it's exclusively to a specific plan, John. I'm showing on here that you will be eligible to get the 17.5% if you are getting the specific deal which has a handset. If I may ask, do you need any handset? No. No. Okay. So, basically, the pensioner deal only available to a specific plan which Okay. has a handset. However, here's what I'm going to do. One moment here. Let me just go back. Yeah. It's included the handset. But after the discount period Yeah. of 15% December, I would love to provide you, like, the exemption. I'll try to get an approval to revisit your account before end of December Yep. and see if I can get another three month 15% discount for you. But if you could kindly send me your, pensioner card or Medicare card. Is that okay? That way I Yes. could just justify. Okay. Good. So one moment here. I'll be sending you an email. Yes. My name is Melissa sending an email asking you to send a copy of your pensioner card and then just kindly response attaching the photo of your pensioner ID. Alright? And so so I can just replace... I I I... We will not be able to provide you the pensioner deal as it is since you're not getting the the same time with the handset. But at least, we provided you that extra three months discount after this... The discounts that we provided to you included to your contract. But please send Okay. me that ID once you receive my email. Okay? And then I'll update you with the outcome before ends of December, before the three months ends to your account. Yeah. Right.","start_word":472,"end_word":812,"sentiment":"neutral","sentiment_score":0.04967173754819328},{"text":"Thank you.","start_word":813,"end_word":814,"sentiment":"positive","sentiment_score":0.3488827645778656},{"text":"You're Now... welcome, John. Okay. One more thing. Mhmm. Ever since I've been ever since I've I've joined and and and and I've been... And I've had the Internet here, every Mhmm. morning every morning, I have no Internet. And I have to go over over to the... What's that? The... Your the... Up to the... Is it the modem? Oh, okay. No worries, John. We really appreciate that you bring this concern to our attention today. If you still if you still have a time, are you at home right now? I'll Yes. I check am. our tech... Okay. That's perfect. Please be on the line. I'll check our tech rep. If it's not engaged on a call, I'll transfer you to our tech rep. In that way, they can go ahead and sort this out for Okay. you. It's Thank like you. during morning... Every morning on a daily basis. Every morning, I'll have to Mhmm. unplug it, wait half a minute, Mhmm. replug it, and and Mhmm. half the time it works okay. Then after that, sometimes I've gotta do it two or three times before it Got reconnect. it. Yeah. Got you. Please just stay on the line. Let me check our tech rep, and then I can definitely transfer you so she can provide you, like, a real time tax support. Okay? Okay.","start_word":815,"end_word":1042,"sentiment":"neutral","sentiment_score":0.01975332945585251},{"text":"And that Thank way, you. they could sort this out for you. You're welcome. Please be on the line, and it's my pleasure to talk to you today.","start_word":1043,"end_word":1070,"sentiment":"positive","sentiment_score":0.46086129546165466},{"text":"One moment. Okay.","start_word":1071,"end_word":1073,"sentiment":"neutral","sentiment_score":0.16237588226795197},{"text":"Thank you. You're welcome.","start_word":1074,"end_word":1077,"sentiment":"positive","sentiment_score":0.7677431702613831}],"average":{"sentiment":"neutral","sentiment_score":0.072114470787099}}}}