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So if I heard you right, you said I'm speaking to miss Suhatha Kimair? Did I pronounce your last okay. Got it. So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge. It was sent Friday. Have you received that email from us? Mhmm. Mhmm. Mhmm. Okay. I got it. I understand what you are trying to say. However, please be advised, this fee applies to the properties connecting to the Internet services for the first time. Okay? And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address. Here's how it goes. Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services. It just so happened your address is enabled for Linham network. Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines. There's a lot. But a specific address has enabled only for a Linham like yours. So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU. So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services. The reason why the new development charges mandated of $330 has been billed on the account. We're just collecting this in behalf of the Linham Networks who's supplying the services, Not Yeah. There is a GST in reference with this. Reason why this is a mandated. Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount. However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them. Because Supa network, they are the one who's collecting the NDC on their end, not the ISP. But on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable. And even though you've confirmed this to Linham or if you choose an another ISP, it's the same. Your address will be getting the services from the Linham network, and Linham network will be charging the NDC. Since the address is the first time connecting to the services. Oh, I'm sorry. I'm sorry. You caught up. I just heard air talent and development charges. What is that again? I understand that. However, as we mentioned, upon receiving the address, Airtel doesn't have the details if this address has a development charges. We will get the details. We will get the confirmation once we submitted and activated the services for your address to the Linham network. And that's the time that this network, Linham, will determine if the address is applicable for the mandated new development charges, and that's the time that they will inform Airtel AU, and Airtel AU will inform the customer. Yeah. Because it doesn't seems like that that's Yeah. But your service has been activated already. Yeah? Okay. I understand. So please understand we received your activation order over the weekend, I think. Let me check. K? So this will be cleared out. Let me just check here. One moment. Yeah. The the twenty seventh. Okay? It it doesn't mean that you did not connected. Your services was not activated. We received your activation email 05/27/2026. So we processed and submitted the order to the Linham network. They activated the services, and you have an option to get connected. We sent you the details, with the username and password because you are using your own router. It doesn't mean that you did not connected. Your services was not activated. And as you are aware, your bill is already running. You already received a bill for the few days for this month. Right? I understand that. However, the Linham network was not telling us on the first place if the address is applicable for this kind of fee because they will be checking as well on their end once the service has been activated on their end. Oh, okay. So you have an idea about that. As I've mentioned, even though you will be using another Internet service provider, if you're activating the services to the same address, it's still you will be paying the NDC because the Dinhav network. We told you once we get the confirmation from the Linham network, reason why we sent you an email with the full details. Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services. Yeah. Because you should be connected to the services. Our tech rep already. Please give us a callback as soon as possible. And to set your proper expectation, since your services has already been activated, okay, there will be no refund happening here. Okay. I understand. Just call us back, please. In that way, we can sort this out. Alright? Because your service has already been activated with the network. 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Thank you so much for calling Airtel accounts. How may I help you today? Oh, sure. Nice to have you in the line, and thank you so much for giving us a callback.\n\nSo if I heard you right, you said I'm speaking to miss Suhatha Kimair? Did I pronounce your last okay. Got it. So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge. It was sent Friday.\n\nHave you received that email from us? Mhmm. Mhmm. Mhmm. Okay.\n\nI got it. I understand what you are trying to say. However, please be advised, this fee applies to the properties connecting to the Internet services for the first time. Okay? And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address.\n\nHere's how it goes. Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services. It just so happened your address is enabled for Linham network. Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines. There's a lot.\n\nBut a specific address has enabled only for a Linham like yours. So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU. So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services. The reason why the new development charges mandated of $330 has been billed on the account. We're just collecting this in behalf of the Linham Networks who's supplying the services, Not Yeah.\n\nThere is a GST in reference with this. Reason why this is a mandated. Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount. However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them. Because Supa network, they are the one who's collecting the NDC on their end, not the ISP.\n\nBut on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable. And even though you've confirmed this to Linham or if you choose an another ISP, it's the same. Your address will be getting the services from the Linham network, and Linham network will be charging the NDC. Since the address is the first time connecting to the services. Oh, I'm sorry.\n\nI'm sorry. You caught up. I just heard air talent and development charges. What is that again? I understand that.\n\nHowever, as we mentioned, upon receiving the address, Airtel doesn't have the details if this address has a development charges. We will get the details. We will get the confirmation once we submitted and activated the services for your address to the Linham network. And that's the time that this network, Linham, will determine if the address is applicable for the mandated new development charges, and that's the time that they will inform Airtel AU, and Airtel AU will inform the customer. Yeah.\n\nBecause it doesn't seems like that that's Yeah. But your service has been activated already. Yeah? Okay. I understand.\n\nSo please understand we received your activation order over the weekend, I think. Let me check. K? So this will be cleared out. Let me just check here.\n\nOne moment. Yeah. The the twenty seventh. Okay? It it doesn't mean that you did not connected.\n\nYour services was not activated. We received your activation email 05/27/2026. So we processed and submitted the order to the Linham network. They activated the services, and you have an option to get connected. We sent you the details, with the username and password because you are using your own router.\n\nIt doesn't mean that you did not connected. Your services was not activated. And as you are aware, your bill is already running. You already received a bill for the few days for this month. Right?\n\nI understand that. However, the Linham network was not telling us on the first place if the address is applicable for this kind of fee because they will be checking as well on their end once the service has been activated on their end. Oh, okay. So you have an idea about that. As I've mentioned, even though you will be using another Internet service provider, if you're activating the services to the same address, it's still you will be paying the NDC because the Dinhav network.\n\nWe told you once we get the confirmation from the Linham network, reason why we sent you an email with the full details. Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services. Yeah. Because you should be connected to the services. Our tech rep already.\n\nPlease give us a callback as soon as possible. And to set your proper expectation, since your services has already been activated, okay, there will be no refund happening here. Okay. I understand. Just call us back, please.\n\nIn that way, we can sort this out. Alright? Because your service has already been activated with the network. Alright?","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"positive","sentiment_score":0.34357231855392456},{"text":"Thank you so much for calling Airtel accounts.","start":0.39999998,"end":2.72,"sentiment":"positive","sentiment_score":0.6327555254101753},{"text":"How may I help you today?","start":2.72,"end":4.02,"sentiment":"positive","sentiment_score":0.5777514974276224},{"text":"Oh, sure.","start":10.16,"end":10.88,"sentiment":"neutral","sentiment_score":0.2689318507909775},{"text":"Nice to have you in the line, and thank you so much for giving us a callback.","start":10.88,"end":15.295,"sentiment":"positive","sentiment_score":0.6544307400198544}],"sentiment":"positive","sentiment_score":0.603979758480016,"num_words":34,"start":0.16,"end":15.295},{"sentences":[{"text":"So if I heard you right, you said I'm speaking to miss Suhatha Kimair?","start":15.355,"end":20.255001,"sentiment":"neutral","sentiment_score":0.08533836954406329},{"text":"Did I pronounce your last okay.","start":21.035,"end":24.015,"sentiment":"neutral","sentiment_score":0.05207086385538181},{"text":"Got it.","start":24.235,"end":24.84,"sentiment":"neutral","sentiment_score":0.09262263774871826},{"text":"So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge.","start":24.92,"end":34.7,"sentiment":"neutral","sentiment_score":0.054921215176582334},{"text":"It was sent Friday.","start":36.36,"end":38.14,"sentiment":"neutral","sentiment_score":0.02683312725275755}],"sentiment":"neutral","sentiment_score":0.0622111866798471,"num_words":51,"start":15.355,"end":38.14},{"sentences":[{"text":"Have you received that email from us?","start":38.885,"end":40.984997,"sentiment":"neutral","sentiment_score":0.00812873842992953},{"text":"Mhmm.","start":44.805,"end":45.305,"sentiment":"neutral","sentiment_score":-0.1383853256702423},{"text":"Mhmm.","start":48.805,"end":49.305,"sentiment":"neutral","sentiment_score":-0.10959722846746443},{"text":"Mhmm.","start":64.315,"end":64.815,"sentiment":"neutral","sentiment_score":-0.1333184391260147},{"text":"Okay.","start":82.35,"end":82.85,"sentiment":"neutral","sentiment_score":-0.046164169907569885}],"sentiment":"neutral","sentiment_score":-0.033687635832889515,"num_words":11,"start":38.885,"end":82.85},{"sentences":[{"text":"I got it.","start":84.35,"end":85.15,"sentiment":"neutral","sentiment_score":-0.004992437859376271},{"text":"I understand what you are trying to say.","start":85.15,"end":87.31,"sentiment":"neutral","sentiment_score":-0.036953079514205456},{"text":"However, please be advised, this fee applies to the properties connecting to the Internet services for the first time.","start":87.31,"end":95.985,"sentiment":"neutral","sentiment_score":-0.13081730980622142},{"text":"Okay?","start":95.985,"end":96.385,"sentiment":"neutral","sentiment_score":-0.07686784863471985},{"text":"And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address.","start":96.385,"end":110.76,"sentiment":"neutral","sentiment_score":-0.12424217257648706}],"sentiment":"neutral","sentiment_score":-0.10645110593600707,"num_words":55,"start":84.35,"end":110.76},{"sentences":[{"text":"Here's how it goes.","start":111.240005,"end":112.54,"sentiment":"neutral","sentiment_score":0.021793089690618217},{"text":"Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services.","start":112.92,"end":124.54,"sentiment":"neutral","sentiment_score":0.009491582583312107},{"text":"It just so happened your address is enabled for Linham network.","start":125.015,"end":129.895,"sentiment":"neutral","sentiment_score":-0.005897388370199637},{"text":"Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines.","start":129.895,"end":136.455,"sentiment":"neutral","sentiment_score":-0.019579955276900103},{"text":"There's a lot.","start":136.455,"end":137.25,"sentiment":"neutral","sentiment_score":-0.07788730412721634}],"sentiment":"neutral","sentiment_score":-0.004857705457305367,"num_words":55,"start":111.240005,"end":137.25},{"sentences":[{"text":"But a specific address has enabled only for a Linham like yours.","start":137.57,"end":142.87,"sentiment":"neutral","sentiment_score":-0.03351781734575828},{"text":"So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU.","start":143.17,"end":163.79,"sentiment":"neutral","sentiment_score":0.060622314718074916},{"text":"So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services.","start":164.81,"end":174.59,"sentiment":"neutral","sentiment_score":0.07673046179115772},{"text":"The reason why the new development charges mandated of $330 has been billed on the account.","start":175.30501,"end":182.52501,"sentiment":"neutral","sentiment_score":-0.1860313294455409},{"text":"We're just collecting this in behalf of the Linham Networks who's supplying the services, Not Yeah.","start":182.745,"end":205.765,"sentiment":"neutral","sentiment_score":-0.009862867998890579}],"sentiment":"neutral","sentiment_score":0.00725252311164086,"num_words":109,"start":137.57,"end":205.765},{"sentences":[{"text":"There is a GST in reference with this.","start":205.765,"end":209.225,"sentiment":"neutral","sentiment_score":-0.12489750422537327},{"text":"Reason why this is a mandated.","start":209.685,"end":212.185,"sentiment":"neutral","sentiment_score":-0.13181200126806894},{"text":"Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount.","start":212.405,"end":226.51001,"sentiment":"neutral","sentiment_score":-0.20978743985698028},{"text":"However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them.","start":226.51001,"end":239.22499,"sentiment":"neutral","sentiment_score":0.009346681513956614},{"text":"Because Supa network, they are the one who's collecting the NDC on their end, not the ISP.","start":239.22499,"end":244.44499,"sentiment":"neutral","sentiment_score":-0.02722729165928767}],"sentiment":"neutral","sentiment_score":-0.10159733533267475,"num_words":96,"start":205.765,"end":244.44499},{"sentences":[{"text":"But on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable.","start":244.98499,"end":256.43,"sentiment":"neutral","sentiment_score":0.04103595657008035},{"text":"And even though you've confirmed this to Linham or if you choose an another ISP, it's the same.","start":257.61,"end":266.28497,"sentiment":"neutral","sentiment_score":0.06400733648074998},{"text":"Your address will be getting the services from the Linham network, and Linham network will be charging the NDC.","start":266.50497,"end":274.28497,"sentiment":"neutral","sentiment_score":0.0841144266489305},{"text":"Since the address is the first time connecting to the services.","start":275.15,"end":278.37,"sentiment":"neutral","sentiment_score":0.04390190541744232},{"text":"Oh, I'm sorry.","start":288.19,"end":289.09,"sentiment":"negative","sentiment_score":-0.43904056151707965}],"sentiment":"neutral","sentiment_score":0.038798888885899434,"num_words":79,"start":244.98499,"end":289.09},{"sentences":[{"text":"I'm sorry.","start":290.29498,"end":290.85498,"sentiment":"negative","sentiment_score":-0.36056651175022125},{"text":"You caught up.","start":290.85498,"end":291.495,"sentiment":"negative","sentiment_score":-0.41031210621198017},{"text":"I just heard air talent and development charges.","start":291.495,"end":294.455,"sentiment":"neutral","sentiment_score":-0.23680763877928257},{"text":"What is that again?","start":294.455,"end":295.595,"sentiment":"neutral","sentiment_score":-0.14632130414247513},{"text":"I understand that.","start":317.16498,"end":318.365,"sentiment":"neutral","sentiment_score":0.03657099480430285}],"sentiment":"neutral","sentiment_score":-0.21610513422638178,"num_words":20,"start":290.29498,"end":318.365},{"sentences":[{"text":"However, as we mentioned, upon receiving the address, Airtel doesn't have the details if this address has a development charges.","start":318.365,"end":330.54498,"sentiment":"neutral","sentiment_score":-0.2403861042112112},{"text":"We will get the details.","start":331.12,"end":332.66,"sentiment":"neutral","sentiment_score":-0.019094207882881166},{"text":"We will get the confirmation once we submitted and activated the services for your address to the Linham network.","start":332.96,"end":342.97998,"sentiment":"neutral","sentiment_score":0.10012389386170789},{"text":"And that's the time that this network, Linham, will determine if the address is applicable for the mandated new development charges, and that's the time that they will inform Airtel AU, and Airtel AU will inform the customer.","start":343.775,"end":360.63,"sentiment":"neutral","sentiment_score":-0.03475647017751869},{"text":"Yeah.","start":362.93,"end":363.33002,"sentiment":"neutral","sentiment_score":-0.08480419218540192}],"sentiment":"neutral","sentiment_score":-0.05308902649635292,"num_words":83,"start":318.365,"end":363.33002},{"sentences":[{"text":"Because it doesn't seems like that that's Yeah.","start":363.33002,"end":384.06,"sentiment":"neutral","sentiment_score":-0.26317852921783924},{"text":"But your service has been activated already.","start":384.06,"end":386.80002,"sentiment":"neutral","sentiment_score":-0.043536570987531116},{"text":"Yeah?","start":387.5,"end":388.0,"sentiment":"neutral","sentiment_score":-0.026094894856214523},{"text":"Okay.","start":390.7,"end":391.2,"sentiment":"neutral","sentiment_score":-0.05032496154308319},{"text":"I understand.","start":391.98,"end":392.72,"sentiment":"neutral","sentiment_score":-0.0005249101668596259}],"sentiment":"neutral","sentiment_score":-0.13092915302044467,"num_words":19,"start":363.33002,"end":392.72},{"sentences":[{"text":"So please understand we received your activation order over the weekend, I think.","start":392.86002,"end":402.325,"sentiment":"neutral","sentiment_score":0.048689317531310596},{"text":"Let me check.","start":402.325,"end":403.20502,"sentiment":"neutral","sentiment_score":0.00203808955848217},{"text":"K?","start":403.20502,"end":403.605,"sentiment":"neutral","sentiment_score":0.002027232199907303},{"text":"So this will be cleared out.","start":403.605,"end":406.105,"sentiment":"neutral","sentiment_score":-0.02571406401693821},{"text":"Let me just check here.","start":406.96503,"end":408.665,"sentiment":"neutral","sentiment_score":0.006816587597131729}],"sentiment":"neutral","sentiment_score":0.01860361366665789,"num_words":28,"start":392.86002,"end":408.665},{"sentences":[{"text":"One moment.","start":408.885,"end":409.625,"sentiment":"neutral","sentiment_score":-0.05143358372151852},{"text":"Yeah.","start":418.84,"end":419.34,"sentiment":"neutral","sentiment_score":-0.10406135767698288},{"text":"The the twenty seventh.","start":419.88,"end":421.26,"sentiment":"neutral","sentiment_score":-0.08008624240756035},{"text":"Okay?","start":421.4,"end":421.9,"sentiment":"neutral","sentiment_score":-0.0829145759344101},{"text":"It it doesn't mean that you did not connected.","start":422.2,"end":424.94,"sentiment":"neutral","sentiment_score":-0.2209300415383445}],"sentiment":"neutral","sentiment_score":-0.1528563790899866,"num_words":17,"start":408.885,"end":424.94},{"sentences":[{"text":"Your services was not activated.","start":425.08002,"end":427.18,"sentiment":"negative","sentiment_score":-0.3508951425552368},{"text":"We received your activation email 05/27/2026.","start":427.965,"end":433.345,"sentiment":"neutral","sentiment_score":-0.07397058901066582},{"text":"So we processed and submitted the order to the Linham network.","start":433.885,"end":438.465,"sentiment":"neutral","sentiment_score":0.024246846071698448},{"text":"They activated the services, and you have an option to get connected.","start":438.605,"end":444.05002,"sentiment":"neutral","sentiment_score":0.10382132480541865},{"text":"We sent you the details, with the username and password because you are using your own router.","start":444.19,"end":450.75,"sentiment":"neutral","sentiment_score":0.016370441107188955}],"sentiment":"neutral","sentiment_score":-0.00798883418753451,"num_words":51,"start":425.08002,"end":450.75},{"sentences":[{"text":"It doesn't mean that you did not connected.","start":450.75,"end":452.93,"sentiment":"neutral","sentiment_score":-0.18825512379407883},{"text":"Your services was not activated.","start":452.99,"end":454.93,"sentiment":"negative","sentiment_score":-0.3413491427898407},{"text":"And as you are aware, your bill is already running.","start":455.645,"end":458.925,"sentiment":"neutral","sentiment_score":-0.16895702108740807},{"text":"You already received a bill for the few days for this month.","start":458.925,"end":463.505,"sentiment":"neutral","sentiment_score":-0.18656405806541443},{"text":"Right?","start":466.765,"end":467.265,"sentiment":"neutral","sentiment_score":0.048531681299209595}],"sentiment":"neutral","sentiment_score":-0.1970164980739355,"num_words":36,"start":450.75,"end":467.265},{"sentences":[{"text":"I understand that.","start":484.575,"end":485.695,"sentiment":"neutral","sentiment_score":-0.18195917208989462},{"text":"However, the Linham network was not telling us on the first place if the address is applicable for this kind of fee because they will be checking as well on their end once the service has been activated on their end.","start":485.695,"end":499.98,"sentiment":"neutral","sentiment_score":-0.2413292763436713},{"text":"Oh, okay.","start":509.515,"end":510.155,"sentiment":"neutral","sentiment_score":-0.07416495494544506},{"text":"So you have an idea about that.","start":510.155,"end":511.915,"sentiment":"neutral","sentiment_score":-0.045279824840171},{"text":"As I've mentioned, even though you will be using another Internet service provider, if you're activating the services to the same address, it's still you will be paying the NDC because the Dinhav network.","start":511.915,"end":528.56,"sentiment":"neutral","sentiment_score":-0.11840156893081524}],"sentiment":"neutral","sentiment_score":-0.1716243663652875,"num_words":87,"start":484.575,"end":528.56},{"sentences":[{"text":"We told you once we get the confirmation from the Linham network, reason why we sent you an email with the full details.","start":553.92004,"end":563.30005,"sentiment":"neutral","sentiment_score":0.07241116091609001},{"text":"Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services.","start":563.925,"end":574.585,"sentiment":"neutral","sentiment_score":0.05202170593353609},{"text":"Yeah.","start":581.51996,"end":581.83997,"sentiment":"neutral","sentiment_score":0.0682065486907959},{"text":"Because you should be connected to the services.","start":581.83997,"end":584.26,"sentiment":"neutral","sentiment_score":0.12372261006385088},{"text":"Our tech rep already.","start":585.04,"end":586.5,"sentiment":"neutral","sentiment_score":-0.2785910852253437}],"sentiment":"neutral","sentiment_score":0.04762667886291941,"num_words":60,"start":553.92004,"end":586.5},{"sentences":[{"text":"Please give us a callback as soon as possible.","start":626.865,"end":629.57996,"sentiment":"neutral","sentiment_score":-0.10444517971740828},{"text":"And to set your proper expectation, since your services has already been activated, okay, there will be no refund happening here.","start":629.57996,"end":638.72,"sentiment":"neutral","sentiment_score":-0.04315257848550876},{"text":"Okay.","start":669.19495,"end":669.69495,"sentiment":"neutral","sentiment_score":0.04578559100627899},{"text":"I understand.","start":669.915,"end":670.65497,"sentiment":"neutral","sentiment_score":0.05273564159870148},{"text":"Just call us back, please.","start":670.875,"end":672.07495,"sentiment":"neutral","sentiment_score":0.003316640853881836}],"sentiment":"neutral","sentiment_score":-0.0441676496626123,"num_words":38,"start":626.865,"end":672.07495},{"sentences":[{"text":"In that way, we can sort this out.","start":672.07495,"end":673.75494,"sentiment":"neutral","sentiment_score":0.08199735451489687},{"text":"Alright?","start":673.75494,"end":674.235,"sentiment":"neutral","sentiment_score":0.04637695476412773},{"text":"Because your service has already been activated with the network.","start":674.235,"end":677.855,"sentiment":"neutral","sentiment_score":0.016065920889377593},{"text":"Alright?","start":678.235,"end":678.735,"sentiment":"neutral","sentiment_score":-0.12677699327468872}],"sentiment":"neutral","sentiment_score":0.036811900325119495,"num_words":20,"start":672.07495,"end":678.735}]}}]},{"alternatives":[{"transcript":"Hi. This is Sujata. I missed a call from Sarah. Yes, miss Jeff. I do need you. Yeah. Yeah. I want to like, I was really busy to moving home, and I was about to call you give you guys a call as well. So I just finished moving yesterday regarding the new development charges. Because when I tried to connect with Airtel, there was nothing there. So how come I get new development charges later? Because I was looking for Internet because line of network has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges. That's why I joined Airtel. Mhmm. And when I try to connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST. But with the Airtel, there is 300 plus $30 GST. Yes. I I do under yeah. I got that one. But the thing is, like, if there was new development charges fees on this network, it also would be warning us, isn't it? There might be new charges. No. I I okay. I got it, the this new development charges. But when Airtel when I was trying to connect with Airtel for the first time, there should be, like, some notes that I might be charged with the new development charges, isn't it? That way, I would be, like, prepared and I would be looking for, okay, if I should go Airtel or some other places. Mhmm. I don't know, like, if I should go through Airtel. And after I get that invoice, I was really busy. That's why I couldn't get back to you guys. But I'm really confused if I go to Airtel or other provider. That's why I was I I haven't paid the new development charges fee for Airtel. That's why I didn't do it, actually, anything for this invoice. If if you see the services, I haven't I haven't connected at all. Because I got a email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected it. No. I know. It has active. Yes. Yes. I got it. I got it. I got everything what you're saying. But but I'm really not happy like how Adele was. I know you have got some partnering with line up, and then you will be charged by them. But the thing is, like, you are not telling the customer at the first place. That's only my concern. Yeah. But Yes. But when I checked with the other provider, they are at the first place, they are showing that there will be applicable of new development charges. Yeah. Yeah. I'm checking it right now. No. I'm checking it right right now. I'm checking it now. They they are showing that there is I'm I just had a concern, like, why you don't tell us in the first place? Like, I know you have to you have to go back to the line, ma'am, and you have to check with them. But it's not the right one, isn't it? That's okay. Yeah. I will give you a callback later. Is that okay? No. I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things. Like, I have been like, I received two bills all three bills already. I've got another bill as well, $7 something. I've got this $330 with GST one. I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees. I have already paid. I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well. I'll think if I want to go to Aetel or not, and then I'll give you a call. It's activated. Yeah. I know it's activated. If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it. Because I was trying to connect everything so that it will be smooth process after I come to this place. But I will see. I'll discuss with Patata, and then I'll give you a callback. I think this is not right time to talk to you. Thank you. Sure. 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This is Sujata. I missed a call from Sarah. Yes, miss Jeff. I do need you.\n\nYeah. Yeah. I want to like, I was really busy to moving home, and I was about to call you give you guys a call as well. So I just finished moving yesterday regarding the new development charges. Because when I tried to connect with Airtel, there was nothing there.\n\nSo how come I get new development charges later? Because I was looking for Internet because line of network has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges.\n\nThat's why I joined Airtel. Mhmm. And when I try to connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST. But with the Airtel, there is 300 plus $30 GST. Yes.\n\nI I do under yeah. I got that one. But the thing is, like, if there was new development charges fees on this network, it also would be warning us, isn't it? There might be new charges. No.\n\nI I okay. I got it, the this new development charges. But when Airtel when I was trying to connect with Airtel for the first time, there should be, like, some notes that I might be charged with the new development charges, isn't it? That way, I would be, like, prepared and I would be looking for, okay, if I should go Airtel or some other places. Mhmm.\n\nI don't know, like, if I should go through Airtel. And after I get that invoice, I was really busy. That's why I couldn't get back to you guys. But I'm really confused if I go to Airtel or other provider. That's why I was I I haven't paid the new development charges fee for Airtel.\n\nThat's why I didn't do it, actually, anything for this invoice. If if you see the services, I haven't I haven't connected at all. Because I got a email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected it. No. I know.\n\nIt has active. Yes. Yes. I got it. I got it.\n\nI got everything what you're saying. But but I'm really not happy like how Adele was. I know you have got some partnering with line up, and then you will be charged by them. But the thing is, like, you are not telling the customer at the first place. That's only my concern.\n\nYeah. But Yes. But when I checked with the other provider, they are at the first place, they are showing that there will be applicable of new development charges. Yeah. Yeah.\n\nI'm checking it right now. No. I'm checking it right right now. I'm checking it now. They they are showing that there is I'm I just had a concern, like, why you don't tell us in the first place?\n\nLike, I know you have to you have to go back to the line, ma'am, and you have to check with them. But it's not the right one, isn't it? That's okay. Yeah. I will give you a callback later.\n\nIs that okay? No. I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things. Like, I have been like, I received two bills all three bills already. I've got another bill as well, $7 something.\n\nI've got this $330 with GST one. I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees. I have already paid. I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well. I'll think if I want to go to Aetel or not, and then I'll give you a call.\n\nIt's activated. Yeah. I know it's activated. If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it. Because I was trying to connect everything so that it will be smooth process after I come to this place.\n\nBut I will see. I'll discuss with Patata, and then I'll give you a callback. I think this is not right time to talk to you. Thank you. Sure.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.7999997,"end":4.96,"sentiment":"neutral","sentiment_score":0.07556064426898956},{"text":"This is Sujata.","start":4.96,"end":6.2599998,"sentiment":"neutral","sentiment_score":0.08546582857767741},{"text":"I missed a call from Sarah.","start":6.3199997,"end":7.94,"sentiment":"neutral","sentiment_score":-0.007549518408874671},{"text":"Yes, miss Jeff.","start":21.055,"end":21.695,"sentiment":"neutral","sentiment_score":0.044568498929341636},{"text":"I do need you.","start":21.695,"end":22.675,"sentiment":"neutral","sentiment_score":0.0824058037251234}],"sentiment":"neutral","sentiment_score":0.04411704301395837,"num_words":17,"start":4.7999997,"end":22.675},{"sentences":[{"text":"Yeah.","start":39.595,"end":40.095,"sentiment":"neutral","sentiment_score":0.013379047624766828},{"text":"Yeah.","start":41.355,"end":41.515,"sentiment":"neutral","sentiment_score":-0.05561549961566925},{"text":"I want to like, I was really busy to moving home, and I was about to call you give you guys a call as well.","start":41.515,"end":48.335,"sentiment":"neutral","sentiment_score":-0.1743593817949295},{"text":"So I just finished moving yesterday regarding the new development charges.","start":48.475,"end":52.495,"sentiment":"neutral","sentiment_score":-0.16271773048422553},{"text":"Because when I tried to connect with Airtel, there was nothing there.","start":53.02,"end":57.440002,"sentiment":"neutral","sentiment_score":-0.2560202293097973}],"sentiment":"neutral","sentiment_score":-0.18526717567816375,"num_words":50,"start":39.595,"end":57.440002},{"sentences":[{"text":"So how come I get new development charges later?","start":57.82,"end":60.88,"sentiment":"neutral","sentiment_score":-0.20595551364951664},{"text":"Because I was looking for Internet because line of network has, like, I think, 15 or 16 Internet providers.","start":61.18,"end":70.905,"sentiment":"neutral","sentiment_score":-0.15062663704156876},{"text":"I checked with most of them.","start":72.244995,"end":74.085,"sentiment":"neutral","sentiment_score":-0.14503109703461328},{"text":"They have got new development charges.","start":74.085,"end":76.165,"sentiment":"neutral","sentiment_score":-0.18632211287816366},{"text":"And when I checked with Airtel, there was no development no development charges.","start":76.165,"end":82.25,"sentiment":"neutral","sentiment_score":-0.16841616366918272}],"sentiment":"neutral","sentiment_score":-0.16779311535493383,"num_words":53,"start":57.82,"end":82.25},{"sentences":[{"text":"That's why I joined Airtel.","start":82.25,"end":83.71,"sentiment":"neutral","sentiment_score":-0.03709779707714915},{"text":"Mhmm.","start":140.83,"end":141.33,"sentiment":"neutral","sentiment_score":-0.05651511251926422},{"text":"And when I try to connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST.","start":191.2,"end":200.34,"sentiment":"neutral","sentiment_score":-0.21155193328857422},{"text":"But with the Airtel, there is 300 plus $30 GST.","start":200.64,"end":204.26,"sentiment":"neutral","sentiment_score":-0.0962509736418724},{"text":"Yes.","start":275.755,"end":276.075,"sentiment":"neutral","sentiment_score":0.02832845039665699}],"sentiment":"neutral","sentiment_score":-0.15392818371765316,"num_words":42,"start":82.25,"end":276.075},{"sentences":[{"text":"I I do under yeah.","start":276.075,"end":279.65,"sentiment":"neutral","sentiment_score":0.03269908875226975},{"text":"I got that one.","start":279.65,"end":280.53,"sentiment":"neutral","sentiment_score":-0.017158198170363903},{"text":"But the thing is, like, if there was new development charges fees on this network, it also would be warning us, isn't it?","start":280.53,"end":287.43,"sentiment":"negative","sentiment_score":-0.3817270488842674},{"text":"There might be new charges.","start":287.96997,"end":289.34998,"sentiment":"negative","sentiment_score":-0.37705651819705965},{"text":"No.","start":296.26498,"end":296.76498,"sentiment":"neutral","sentiment_score":-0.2980119585990906}],"sentiment":"neutral","sentiment_score":-0.2860040532327012,"num_words":38,"start":276.075,"end":296.76498},{"sentences":[{"text":"I I okay.","start":296.825,"end":297.705,"sentiment":"neutral","sentiment_score":-0.1282387636601925},{"text":"I got it, the this new development charges.","start":297.705,"end":300.185,"sentiment":"neutral","sentiment_score":-0.03105928935110569},{"text":"But when Airtel when I was trying to connect with Airtel for the first time, there should be, like, some notes that I might be charged with the new development charges, isn't it?","start":300.185,"end":310.75,"sentiment":"neutral","sentiment_score":-0.14324410101681045},{"text":"That way, I would be, like, prepared and I would be looking for, okay, if I should go Airtel or some other places.","start":310.75,"end":316.37,"sentiment":"neutral","sentiment_score":0.08354080646582272},{"text":"Mhmm.","start":359.58,"end":360.08,"sentiment":"neutral","sentiment_score":-0.05992170423269272}],"sentiment":"neutral","sentiment_score":-0.05145189845386673,"num_words":68,"start":296.825,"end":360.08},{"sentences":[{"text":"I don't know, like, if I should go through Airtel.","start":364.37997,"end":367.41998,"sentiment":"negative","sentiment_score":-0.3399782836437225},{"text":"And after I get that invoice, I was really busy.","start":367.41998,"end":369.97998,"sentiment":"negative","sentiment_score":-0.501506507396698},{"text":"That's why I couldn't get back to you guys.","start":369.97998,"end":371.65997,"sentiment":"negative","sentiment_score":-0.43710962931315106},{"text":"But I'm really confused if I go to Airtel or other provider.","start":371.65997,"end":374.86,"sentiment":"negative","sentiment_score":-0.5440288484096527},{"text":"That's why I was I I haven't paid the new development charges fee for Airtel.","start":374.86,"end":379.715,"sentiment":"negative","sentiment_score":-0.49197033842404686}],"sentiment":"negative","sentiment_score":-0.4688702827053411,"num_words":56,"start":364.37997,"end":379.715},{"sentences":[{"text":"That's why I didn't do it, actually, anything for this invoice.","start":379.715,"end":383.01498,"sentiment":"negative","sentiment_score":-0.48791465163230896},{"text":"If if you see the services, I haven't I haven't connected at all.","start":387.155,"end":391.335,"sentiment":"neutral","sentiment_score":-0.08714145207061218},{"text":"Because I got a email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected it.","start":408.395,"end":419.22,"sentiment":"neutral","sentiment_score":-0.2038935368113658},{"text":"No.","start":428.18,"end":428.34,"sentiment":"neutral","sentiment_score":-0.2747320532798767},{"text":"I know.","start":428.34,"end":428.9,"sentiment":"neutral","sentiment_score":-0.17230308800935745}],"sentiment":"neutral","sentiment_score":-0.23035440206161287,"num_words":61,"start":379.715,"end":428.9},{"sentences":[{"text":"It has active.","start":428.9,"end":429.96,"sentiment":"neutral","sentiment_score":-0.04205186913410822},{"text":"Yes.","start":466.365,"end":466.685,"sentiment":"neutral","sentiment_score":0.024854646995663643},{"text":"Yes.","start":466.685,"end":467.005,"sentiment":"neutral","sentiment_score":0.05330643802881241},{"text":"I got it.","start":467.005,"end":467.805,"sentiment":"neutral","sentiment_score":0.04511540879805883},{"text":"I got it.","start":467.805,"end":468.445,"sentiment":"neutral","sentiment_score":0.034928460915883384}],"sentiment":"neutral","sentiment_score":0.017467007887634365,"num_words":11,"start":428.9,"end":468.445},{"sentences":[{"text":"I got everything what you're saying.","start":468.445,"end":470.305,"sentiment":"neutral","sentiment_score":-0.06953879321614902},{"text":"But but I'm really not happy like how Adele was.","start":470.365,"end":473.58,"sentiment":"negative","sentiment_score":-0.6430360764265061},{"text":"I know you have got some partnering with line up, and then you will be charged by them.","start":473.65997,"end":478.37997,"sentiment":"neutral","sentiment_score":-0.30781101683775586},{"text":"But the thing is, like, you are not telling the customer at the first place.","start":478.37997,"end":481.91998,"sentiment":"negative","sentiment_score":-0.4961218059062958},{"text":"That's only my concern.","start":482.21997,"end":483.59998,"sentiment":"negative","sentiment_score":-0.46319565176963806}],"sentiment":"negative","sentiment_score":-0.40910946268518017,"num_words":53,"start":468.445,"end":483.59998},{"sentences":[{"text":"Yeah.","start":493.435,"end":493.935,"sentiment":"neutral","sentiment_score":-0.13715818524360657},{"text":"But Yes.","start":493.995,"end":501.31,"sentiment":"neutral","sentiment_score":-0.12678155303001404},{"text":"But when I checked with the other provider, they are at the first place, they are showing that there will be applicable of new development charges.","start":501.31,"end":508.85,"sentiment":"neutral","sentiment_score":-0.254426193351929},{"text":"Yeah.","start":526.85,"end":527.08997,"sentiment":"neutral","sentiment_score":-0.10035964846611024},{"text":"Yeah.","start":527.08997,"end":527.58997,"sentiment":"neutral","sentiment_score":-0.06445084512233734}],"sentiment":"neutral","sentiment_score":-0.2313100907110399,"num_words":31,"start":493.435,"end":527.58997},{"sentences":[{"text":"I'm checking it right now.","start":527.81,"end":529.11,"sentiment":"neutral","sentiment_score":-0.07414951622486114},{"text":"No.","start":529.25,"end":529.41,"sentiment":"neutral","sentiment_score":-0.2077239751815796},{"text":"I'm checking it right right now.","start":529.41,"end":531.35,"sentiment":"neutral","sentiment_score":-0.1444349524875482},{"text":"I'm checking it now.","start":532.13,"end":533.43,"sentiment":"neutral","sentiment_score":-0.07840422354638577},{"text":"They they are showing that there is I'm I just had a concern, like, why you don't tell us in the first place?","start":534.05,"end":540.275,"sentiment":"negative","sentiment_score":-0.38392007091771}],"sentiment":"neutral","sentiment_score":-0.27150922555189866,"num_words":39,"start":527.81,"end":540.275},{"sentences":[{"text":"Like, I know you have to you have to go back to the line, ma'am, and you have to check with them.","start":540.895,"end":545.395,"sentiment":"neutral","sentiment_score":-0.2437827851284634},{"text":"But it's not the right one, isn't it?","start":546.255,"end":548.335,"sentiment":"negative","sentiment_score":-0.40780483186244965},{"text":"That's okay.","start":548.335,"end":549.155,"sentiment":"neutral","sentiment_score":0.05600183457136154},{"text":"Yeah.","start":555.87,"end":556.37,"sentiment":"neutral","sentiment_score":0.03925731778144837},{"text":"I will give you a callback later.","start":577.38,"end":578.98004,"sentiment":"neutral","sentiment_score":0.06771062261291913}],"sentiment":"neutral","sentiment_score":-0.20001061456277966,"num_words":40,"start":540.895,"end":578.98004},{"sentences":[{"text":"Is that okay?","start":578.98004,"end":579.8,"sentiment":"neutral","sentiment_score":0.07700421909491222},{"text":"No.","start":585.14,"end":585.64,"sentiment":"negative","sentiment_score":-0.4138760268688202},{"text":"I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things.","start":586.10004,"end":592.445,"sentiment":"negative","sentiment_score":-0.43302558477108294},{"text":"Like, I have been like, I received two bills all three bills already.","start":592.445,"end":596.225,"sentiment":"negative","sentiment_score":-0.4119296050988711},{"text":"I've got another bill as well, $7 something.","start":596.365,"end":598.705,"sentiment":"negative","sentiment_score":-0.3595319055020809}],"sentiment":"negative","sentiment_score":-0.3857425232143963,"num_words":51,"start":578.98004,"end":598.705},{"sentences":[{"text":"I've got this $330 with GST one.","start":598.925,"end":602.145,"sentiment":"neutral","sentiment_score":-0.2838597467967442},{"text":"I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees.","start":602.285,"end":610.7,"sentiment":"negative","sentiment_score":-0.36210262179374697},{"text":"I have already paid.","start":610.7,"end":611.92,"sentiment":"negative","sentiment_score":-0.3957453966140747},{"text":"I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well.","start":612.3,"end":621.705,"sentiment":"negative","sentiment_score":-0.6156525677070022},{"text":"I'll think if I want to go to Aetel or not, and then I'll give you a call.","start":621.705,"end":625.965,"sentiment":"neutral","sentiment_score":-0.18821171091662514}],"sentiment":"negative","sentiment_score":-0.4185277186794045,"num_words":81,"start":598.925,"end":625.965},{"sentences":[{"text":"It's activated.","start":637.56,"end":638.37994,"sentiment":"neutral","sentiment_score":-0.054620048962533474},{"text":"Yeah.","start":638.75995,"end":639.07996,"sentiment":"neutral","sentiment_score":0.040296636521816254},{"text":"I know it's activated.","start":639.07996,"end":640.12,"sentiment":"neutral","sentiment_score":0.03883467148989439},{"text":"If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it.","start":640.12,"end":655.965,"sentiment":"neutral","sentiment_score":-0.004978877560394566},{"text":"Because I was trying to connect everything so that it will be smooth process after I come to this place.","start":655.965,"end":661.505,"sentiment":"neutral","sentiment_score":0.03867295291274786}],"sentiment":"neutral","sentiment_score":0.009642945629928042,"num_words":68,"start":637.56,"end":661.505},{"sentences":[{"text":"But I will see.","start":661.88,"end":663.24,"sentiment":"neutral","sentiment_score":-0.025257480330765247},{"text":"I'll discuss with Patata, and then I'll give you a callback.","start":663.24,"end":665.82,"sentiment":"neutral","sentiment_score":-0.020172121511264282},{"text":"I think this is not right time to talk to you.","start":666.2,"end":668.38,"sentiment":"negative","sentiment_score":-0.6620434793558988},{"text":"Thank you.","start":668.69684,"end":669.4368,"sentiment":"neutral","sentiment_score":0.035852007567882545},{"text":"Sure.","start":672.6168,"end":673.1168,"sentiment":"neutral","sentiment_score":0.12386861443519592}],"sentiment":"neutral","sentiment_score":-0.2555113414238239,"num_words":29,"start":661.88,"end":673.1168},{"sentences":[{"text":"Bye.","start":677.65686,"end":678.15686,"sentiment":"neutral","sentiment_score":0.05203646421432495}],"sentiment":"neutral","sentiment_score":0.05203646421432495,"num_words":1,"start":677.65686,"end":678.15686}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling Airtel accounts. How may I help you today?\n\nChannel 1: Hi. This is Sujata. I missed a call from Sarah.\n\nChannel 0: Oh, sure. Nice to have you in the line, and thank you so much for giving us a callback. So if I heard you right, you said I'm speaking to miss Suhatha Kimair? Did\n\nChannel 1: Yes,\n\nChannel 0: I\n\nChannel 1: miss\n\nChannel 0: pronounce\n\nChannel 1: Jeff. I do\n\nChannel 0: your\n\nChannel 1: need\n\nChannel 0: last\n\nChannel 1: you.\n\nChannel 0: okay. Got it. So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge. It was sent Friday. Have you received\n\nChannel 1: Yeah.\n\nChannel 0: that email from us?\n\nChannel 1: Yeah. I want to like, I was really busy to moving home, and I was\n\nChannel 0: Mhmm.\n\nChannel 1: about to call you give you guys a call as well. So I just\n\nChannel 0: Mhmm.\n\nChannel 1: finished moving yesterday regarding the new development charges. Because when I tried to connect with Airtel, there was nothing there. So how come I get new development charges later? Because I was looking for Internet because line of network\n\nChannel 0: Mhmm.\n\nChannel 1: has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges. That's\n\nChannel 0: Okay.\n\nChannel 1: why I joined Airtel.\n\nChannel 0: I got it. I understand what you are trying to say. However, please be advised, this fee applies to the properties connecting to the Internet services for the first time. Okay? And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address.\n\nHere's how it goes. Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services. It just so happened your address is enabled for Linham network. Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines. There's a lot.\n\nBut a specific address has enabled only\n\nChannel 1: Mhmm.\n\nChannel 0: for a Linham like yours. So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU. So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services. The reason why the new development charges mandated of $330 has been billed on the account. We're just collecting this in behalf of the Linham Networks who's supplying the services,\n\nChannel 1: And when I try to\n\nChannel 0: Not\n\nChannel 1: connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST. But with the Airtel, there is 300 plus $30 GST.\n\nChannel 0: Yeah. There is a GST in reference with this. Reason why this is a mandated. Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount. However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them.\n\nBecause Supa network, they are the one who's collecting the NDC on their end, not the ISP. But on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable. And even though you've confirmed this to Linham or if you choose an another ISP, it's the same. Your address will be getting the services from the Linham network, and Linham network will be charging the NDC. Since the address\n\nChannel 1: Yes.\n\nChannel 0: is\n\nChannel 1: I\n\nChannel 0: the first time\n\nChannel 1: I do\n\nChannel 0: connecting\n\nChannel 1: under\n\nChannel 0: to the services.\n\nChannel 1: yeah. I got that one. But the thing is, like, if there was new development charges fees on this network, it also would be warning us, isn't it? There\n\nChannel 0: Oh,\n\nChannel 1: might be\n\nChannel 0: I'm sorry.\n\nChannel 1: new charges.\n\nChannel 0: I'm sorry. You caught up. I just heard air talent and development charges. What is that again?\n\nChannel 1: No. I I okay. I got it, the this new development charges. But when Airtel when I was trying to connect with Airtel for the first time, there should be, like, some notes that I might be charged with the new development charges, isn't it? That way, I would be, like, prepared and I would be looking for, okay, if I should go Airtel or some other places.\n\nChannel 0: I understand that. However, as we mentioned, upon receiving the address, Airtel doesn't have the details if this address has a development charges. We will get the details. We will get the confirmation once we submitted and activated the services for your address to the Linham network. And that's the time that this network, Linham, will determine if the address is applicable for the mandated new development charges, and that's the time that they will inform Airtel AU, and Airtel AU will inform\n\nChannel 1: Mhmm.\n\nChannel 0: the customer. Yeah. Because it doesn't\n\nChannel 1: I don't\n\nChannel 0: seems\n\nChannel 1: know, like,\n\nChannel 0: like\n\nChannel 1: if\n\nChannel 0: that that's\n\nChannel 1: I should go through Airtel. And after I get that invoice, I was really busy. That's why I couldn't get back to you guys. But I'm really confused if I go to Airtel or other provider. That's why I was I I haven't paid the new development charges fee for Airtel.\n\nThat's why I didn't do it, actually, anything for this invoice.\n\nChannel 0: Yeah. But your service has been activated already.\n\nChannel 1: If if\n\nChannel 0: Yeah?\n\nChannel 1: you see the services, I haven't I haven't connected at\n\nChannel 0: Okay.\n\nChannel 1: all.\n\nChannel 0: I understand. So please understand we received your activation order over the weekend, I think. Let me check. K? So this will be cleared out.\n\nLet me just check here.\n\nChannel 1: Because I got\n\nChannel 0: One\n\nChannel 1: a\n\nChannel 0: moment.\n\nChannel 1: email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected\n\nChannel 0: Yeah.\n\nChannel 1: it.\n\nChannel 0: The the twenty seventh. Okay? It it doesn't mean that you did not connected. Your services was not activated. We\n\nChannel 1: No.\n\nChannel 0: received\n\nChannel 1: I know.\n\nChannel 0: your\n\nChannel 1: It has\n\nChannel 0: activation\n\nChannel 1: active.\n\nChannel 0: email 05/27/2026. So we processed and submitted the order to the Linham network. They activated the services, and you have an option to get connected. We sent you the details, with the username and password because you are using your own router. It doesn't mean that you did not connected.\n\nYour services was not activated. And as you are aware, your bill is already running. You already received a bill for the few days for this month.\n\nChannel 1: Yes. Yes.\n\nChannel 0: Right?\n\nChannel 1: I got it. I got it. I got everything what you're saying. But but I'm really not happy like how Adele was. I know you have got some partnering with line up, and then you will be charged by them.\n\nBut the thing is, like, you are not telling the customer at the first place. That's only my concern.\n\nChannel 0: I understand that. However, the Linham network was not telling us on the first place if the address is applicable for this kind of\n\nChannel 1: Yeah.\n\nChannel 0: fee because\n\nChannel 1: But\n\nChannel 0: they will be checking as well on their end once the service has been activated on their end.\n\nChannel 1: Yes. But when I checked with the other provider, they are at the first place, they are showing that there will be applicable of new development charges.\n\nChannel 0: Oh, okay. So you have an idea about that. As I've mentioned, even though you will be using another Internet service provider, if you're activating the services to the same address, it's still you will be paying the NDC\n\nChannel 1: Yeah.\n\nChannel 0: because\n\nChannel 1: Yeah.\n\nChannel 0: the Dinhav\n\nChannel 1: I'm checking\n\nChannel 0: network.\n\nChannel 1: it right now. No. I'm checking it right right now. I'm checking it now. They they are showing that there is I'm I just had a concern, like, why you don't tell us in the first place?\n\nLike, I know you have to you have to go back to the line, ma'am, and you have to check with them. But it's not the right one, isn't it? That's okay.\n\nChannel 0: We told you once we get\n\nChannel 1: Yeah.\n\nChannel 0: the confirmation from the Linham network, reason why we sent you an email with the full details. Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services.\n\nChannel 1: I will give you a callback later. Is that okay?\n\nChannel 0: Yeah. Because you should be connected to the services. Our\n\nChannel 1: No.\n\nChannel 0: tech rep already.\n\nChannel 1: I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things. Like, I have been like, I received two bills all three bills already. I've got another bill as well, $7 something. I've got this $330 with GST one. I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees.\n\nI have already paid. I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well. I'll think if I want to go to Aetel or not, and then I'll give you a call.\n\nChannel 0: Please give us a callback as soon as possible. And to set your proper expectation, since your services has already been activated, okay, there will be no refund\n\nChannel 1: It's\n\nChannel 0: happening\n\nChannel 1: activated.\n\nChannel 0: here.\n\nChannel 1: Yeah. I know it's activated. If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it. Because I was trying to connect everything so that it will be smooth process after I come to this place. But I will see.\n\nI'll discuss with Patata, and then I'll give you a callback. I think this is not right time to talk to you. Thank you.\n\nChannel 0: Okay. I understand. Just call us back, please. In that way,\n\nChannel 1: Sure.\n\nChannel 0: we can sort this out. Alright? Because your service has already been activated with the network.\n\nChannel 1: Bye.\n\nChannel 0: Alright?","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.39999998,"sentiment":"positive","sentiment_score":0.34357231855392456},{"text":"Thank you so much for calling Airtel accounts.","start":0.39999998,"end":2.72,"sentiment":"positive","sentiment_score":0.6327555254101753},{"text":"How may I help you today?","start":2.72,"end":4.02,"sentiment":"positive","sentiment_score":0.5777514974276224}],"sentiment":"positive","sentiment_score":0.5914750337600708,"channel":0,"num_words":15,"start":0.16,"end":4.02},{"sentences":[{"text":"Hi.","start":4.7999997,"end":4.96,"sentiment":"neutral","sentiment_score":0.07556064426898956},{"text":"This is Sujata.","start":4.96,"end":6.2599998,"sentiment":"neutral","sentiment_score":0.08546582857767741},{"text":"I missed a call from Sarah.","start":6.3199997,"end":7.94,"sentiment":"neutral","sentiment_score":-0.007549518408874671}],"sentiment":"neutral","sentiment_score":0.028666101954877378,"channel":1,"num_words":10,"start":4.7999997,"end":7.94},{"sentences":[{"text":"Oh, sure.","start":10.16,"end":10.88,"sentiment":"neutral","sentiment_score":0.2689318507909775},{"text":"Nice to have you in the line, and thank you so much for giving us a callback.","start":10.88,"end":15.295,"sentiment":"positive","sentiment_score":0.6544307400198544},{"text":"So if I heard you right, you said I'm speaking to miss Suhatha Kimair?","start":15.355,"end":20.255001,"sentiment":"neutral","sentiment_score":0.08533836954406329},{"text":"Did","start":21.035,"end":21.275,"sentiment":"neutral","sentiment_score":0.005706276744604111}],"sentiment":"positive","sentiment_score":0.3783420509494403,"channel":0,"num_words":34,"start":10.16,"end":21.275},{"sentences":[{"text":"Yes,","start":21.055,"end":21.295,"sentiment":"neutral","sentiment_score":0.038408197462558746}],"sentiment":"neutral","sentiment_score":0.038408197462558746,"channel":1,"num_words":1,"start":21.055,"end":21.295},{"sentences":[{"text":"I","start":21.275,"end":21.435,"sentiment":"neutral","sentiment_score":0.024944892153143883}],"sentiment":"neutral","sentiment_score":0.024944892153143883,"channel":0,"num_words":1,"start":21.275,"end":21.435},{"sentences":[{"text":"miss","start":21.295,"end":21.535,"sentiment":"neutral","sentiment_score":0.03276003152132034}],"sentiment":"neutral","sentiment_score":0.03276003152132034,"channel":1,"num_words":1,"start":21.295,"end":21.535},{"sentences":[{"text":"pronounce","start":21.435,"end":21.835,"sentiment":"neutral","sentiment_score":0.03566844016313553}],"sentiment":"neutral","sentiment_score":0.03566844016313553,"channel":0,"num_words":1,"start":21.435,"end":21.835},{"sentences":[{"text":"Jeff.","start":21.535,"end":21.695,"sentiment":"neutral","sentiment_score":0.06253726780414581},{"text":"I 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it.","start":24.235,"end":24.84,"sentiment":"neutral","sentiment_score":0.09262263774871826},{"text":"So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge.","start":24.92,"end":34.7,"sentiment":"neutral","sentiment_score":0.054921215176582334},{"text":"It was sent Friday.","start":36.36,"end":38.14,"sentiment":"neutral","sentiment_score":0.02683312725275755},{"text":"Have you received","start":38.885,"end":39.684998,"sentiment":"neutral","sentiment_score":0.008898818554977575}],"sentiment":"neutral","sentiment_score":0.05147851112165621,"channel":0,"num_words":35,"start":23.515,"end":39.684998},{"sentences":[{"text":"Yeah.","start":39.595,"end":40.095,"sentiment":"neutral","sentiment_score":0.013379047624766828}],"sentiment":"neutral","sentiment_score":0.013379047624766828,"channel":1,"num_words":1,"start":39.595,"end":40.095},{"sentences":[{"text":"that email from us?","start":39.684998,"end":40.984997,"sentiment":"neutral","sentiment_score":0.007551178336143494}],"sentiment":"neutral","sentiment_score":0.007551178336143494,"channel":0,"num_words":4,"start":39.684998,"end":40.984997},{"sentences":[{"text":"Yeah.","start":41.355,"end":41.515,"sentiment":"neutral","sentiment_score":-0.05561549961566925},{"text":"I want to like, I was really busy to moving home, and I was","start":41.515,"end":44.875,"sentiment":"neutral","sentiment_score":-0.23588154464960098}],"sentiment":"neutral","sentiment_score":-0.22386380831400554,"channel":1,"num_words":15,"start":41.355,"end":44.875},{"sentences":[{"text":"Mhmm.","start":44.805,"end":45.305,"sentiment":"neutral","sentiment_score":-0.1383853256702423}],"sentiment":"neutral","sentiment_score":-0.1383853256702423,"channel":0,"num_words":1,"start":44.805,"end":45.305},{"sentences":[{"text":"about to call you give you guys a call as well.","start":44.875,"end":48.335,"sentiment":"neutral","sentiment_score":-0.09605844725262035},{"text":"So I just","start":48.475,"end":49.035,"sentiment":"neutral","sentiment_score":-0.12392972161372502}],"sentiment":"neutral","sentiment_score":-0.10203086318714279,"channel":1,"num_words":14,"start":44.875,"end":49.035},{"sentences":[{"text":"Mhmm.","start":48.805,"end":49.305,"sentiment":"neutral","sentiment_score":-0.10959722846746443}],"sentiment":"neutral","sentiment_score":-0.10959722846746443,"channel":0,"num_words":1,"start":48.805,"end":49.305},{"sentences":[{"text":"finished moving yesterday regarding the new development charges.","start":49.035,"end":52.495,"sentiment":"neutral","sentiment_score":-0.17726323381066322},{"text":"Because when I tried to connect with Airtel, there was nothing there.","start":53.02,"end":57.440002,"sentiment":"neutral","sentiment_score":-0.2560202293097973},{"text":"So how come I get new development charges later?","start":57.82,"end":60.88,"sentiment":"neutral","sentiment_score":-0.20595551364951664},{"text":"Because I was looking for Internet because line of network","start":61.18,"end":64.62,"sentiment":"neutral","sentiment_score":-0.17135148793458937}],"sentiment":"neutral","sentiment_score":-0.20660161857421583,"channel":1,"num_words":39,"start":49.035,"end":64.62},{"sentences":[{"text":"Mhmm.","start":64.315,"end":64.815,"sentiment":"neutral","sentiment_score":-0.1333184391260147}],"sentiment":"neutral","sentiment_score":-0.1333184391260147,"channel":0,"num_words":1,"start":64.315,"end":64.815},{"sentences":[{"text":"has, like, I think, 15 or 16 Internet providers.","start":64.62,"end":70.905,"sentiment":"neutral","sentiment_score":-0.1275990249382125},{"text":"I checked with most of them.","start":72.244995,"end":74.085,"sentiment":"neutral","sentiment_score":-0.14503109703461328},{"text":"They have got new development charges.","start":74.085,"end":76.165,"sentiment":"neutral","sentiment_score":-0.18632211287816366},{"text":"And when I checked with Airtel, there was no development no development charges.","start":76.165,"end":82.25,"sentiment":"neutral","sentiment_score":-0.16841616366918272},{"text":"That's","start":82.25,"end":82.409996,"sentiment":"neutral","sentiment_score":-0.07203394174575806}],"sentiment":"neutral","sentiment_score":-0.15422727295330593,"channel":1,"num_words":35,"start":64.62,"end":82.409996},{"sentences":[{"text":"Okay.","start":82.35,"end":82.85,"sentiment":"neutral","sentiment_score":-0.046164169907569885}],"sentiment":"neutral","sentiment_score":-0.046164169907569885,"channel":0,"num_words":1,"start":82.35,"end":82.85},{"sentences":[{"text":"why I joined Airtel.","start":82.409996,"end":83.71,"sentiment":"neutral","sentiment_score":-0.028363760909996927}],"sentiment":"neutral","sentiment_score":-0.028363760909996927,"channel":1,"num_words":4,"start":82.409996,"end":83.71},{"sentences":[{"text":"I got it.","start":84.35,"end":85.15,"sentiment":"neutral","sentiment_score":-0.004992437859376271},{"text":"I understand what you are trying to say.","start":85.15,"end":87.31,"sentiment":"neutral","sentiment_score":-0.036953079514205456},{"text":"However, please be advised, this fee applies to the properties connecting to the Internet services for the first time.","start":87.31,"end":95.985,"sentiment":"neutral","sentiment_score":-0.13081730980622142},{"text":"Okay?","start":95.985,"end":96.385,"sentiment":"neutral","sentiment_score":-0.07686784863471985},{"text":"And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address.","start":96.385,"end":110.76,"sentiment":"neutral","sentiment_score":-0.12424217257648706}],"sentiment":"neutral","sentiment_score":-0.10645110593600707,"channel":0,"num_words":55,"start":84.35,"end":110.76},{"sentences":[{"text":"Here's how it goes.","start":111.240005,"end":112.54,"sentiment":"neutral","sentiment_score":0.021793089690618217},{"text":"Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services.","start":112.92,"end":124.54,"sentiment":"neutral","sentiment_score":0.009491582583312107},{"text":"It just so happened your address is enabled for Linham network.","start":125.015,"end":129.895,"sentiment":"neutral","sentiment_score":-0.005897388370199637},{"text":"Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines.","start":129.895,"end":136.455,"sentiment":"neutral","sentiment_score":-0.019579955276900103},{"text":"There's a lot.","start":136.455,"end":137.25,"sentiment":"neutral","sentiment_score":-0.07788730412721634}],"sentiment":"neutral","sentiment_score":-0.004857705457305367,"channel":0,"num_words":55,"start":111.240005,"end":137.25},{"sentences":[{"text":"But a specific address has enabled only","start":137.57,"end":141.09,"sentiment":"neutral","sentiment_score":-0.1004613967878478}],"sentiment":"neutral","sentiment_score":-0.1004613967878478,"channel":0,"num_words":7,"start":137.57,"end":141.09},{"sentences":[{"text":"Mhmm.","start":140.83,"end":141.33,"sentiment":"neutral","sentiment_score":-0.05651511251926422}],"sentiment":"neutral","sentiment_score":-0.05651511251926422,"channel":1,"num_words":1,"start":140.83,"end":141.33},{"sentences":[{"text":"for a Linham like yours.","start":141.09,"end":142.87,"sentiment":"neutral","sentiment_score":0.06020319387316704},{"text":"So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU.","start":143.17,"end":163.79,"sentiment":"neutral","sentiment_score":0.060622314718074916},{"text":"So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services.","start":164.81,"end":174.59,"sentiment":"neutral","sentiment_score":0.07673046179115772},{"text":"The reason why the new development charges mandated of $330 has been billed on the account.","start":175.30501,"end":182.52501,"sentiment":"neutral","sentiment_score":-0.1860313294455409},{"text":"We're just collecting this in behalf of the Linham Networks who's supplying the services,","start":182.745,"end":189.485,"sentiment":"neutral","sentiment_score":0.005656558621142592}],"sentiment":"neutral","sentiment_score":0.017307525053620338,"channel":0,"num_words":100,"start":141.09,"end":189.485},{"sentences":[{"text":"And when I try to","start":191.2,"end":192.48,"sentiment":"neutral","sentiment_score":-0.11680259108543396}],"sentiment":"neutral","sentiment_score":-0.11680259108543396,"channel":1,"num_words":5,"start":191.2,"end":192.48},{"sentences":[{"text":"Not","start":192.17,"end":192.67,"sentiment":"neutral","sentiment_score":-0.14993293583393097}],"sentiment":"neutral","sentiment_score":-0.14993293583393097,"channel":0,"num_words":1,"start":192.17,"end":192.67},{"sentences":[{"text":"connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST.","start":192.48,"end":200.34,"sentiment":"neutral","sentiment_score":-0.23523926883935928},{"text":"But with the Airtel, there is 300 plus $30 GST.","start":200.64,"end":204.26,"sentiment":"neutral","sentiment_score":-0.0962509736418724}],"sentiment":"neutral","sentiment_score":-0.18890983710686365,"channel":1,"num_words":30,"start":192.48,"end":204.26},{"sentences":[{"text":"Yeah.","start":205.285,"end":205.765,"sentiment":"neutral","sentiment_score":-0.08706477284431458},{"text":"There is a GST in reference with this.","start":205.765,"end":209.225,"sentiment":"neutral","sentiment_score":-0.12489750422537327},{"text":"Reason why this is a mandated.","start":209.685,"end":212.185,"sentiment":"neutral","sentiment_score":-0.13181200126806894},{"text":"Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount.","start":212.405,"end":226.51001,"sentiment":"neutral","sentiment_score":-0.20978743985698028},{"text":"However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them.","start":226.51001,"end":239.22499,"sentiment":"neutral","sentiment_score":0.009346681513956614}],"sentiment":"neutral","sentiment_score":-0.117219312582165,"channel":0,"num_words":80,"start":205.285,"end":239.22499},{"sentences":[{"text":"Because Supa network, they are the one who's collecting the NDC on their end, not the ISP.","start":239.22499,"end":244.44499,"sentiment":"neutral","sentiment_score":-0.02722729165928767},{"text":"But on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable.","start":244.98499,"end":256.43,"sentiment":"neutral","sentiment_score":0.04103595657008035},{"text":"And even though you've confirmed this to Linham or if you choose an another ISP, it's the same.","start":257.61,"end":266.28497,"sentiment":"neutral","sentiment_score":0.06400733648074998},{"text":"Your address will be getting the services from the Linham network, and Linham network will be charging the NDC.","start":266.50497,"end":274.28497,"sentiment":"neutral","sentiment_score":0.0841144266489305},{"text":"Since the 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Dinhav","start":527.34,"end":528.06,"sentiment":"neutral","sentiment_score":-0.07598057761788368}],"sentiment":"neutral","sentiment_score":-0.07598057761788368,"channel":0,"num_words":2,"start":527.34,"end":528.06},{"sentences":[{"text":"I'm checking","start":527.81,"end":528.20996,"sentiment":"neutral","sentiment_score":-0.07728281989693642}],"sentiment":"neutral","sentiment_score":-0.07728281989693642,"channel":1,"num_words":2,"start":527.81,"end":528.20996},{"sentences":[{"text":"network.","start":528.06,"end":528.56,"sentiment":"neutral","sentiment_score":-0.07851684838533401}],"sentiment":"neutral","sentiment_score":-0.07851684838533401,"channel":0,"num_words":1,"start":528.06,"end":528.56},{"sentences":[{"text":"it right now.","start":528.20996,"end":529.11,"sentiment":"neutral","sentiment_score":-0.0720606471101443},{"text":"No.","start":529.25,"end":529.41,"sentiment":"neutral","sentiment_score":-0.2077239751815796},{"text":"I'm checking it right right 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okay.","start":548.335,"end":549.155,"sentiment":"neutral","sentiment_score":0.05600183457136154}],"sentiment":"neutral","sentiment_score":-0.2660517580807209,"channel":1,"num_words":32,"start":540.895,"end":549.155},{"sentences":[{"text":"We told you once we get","start":553.92004,"end":556.08,"sentiment":"neutral","sentiment_score":0.04153606854379177}],"sentiment":"neutral","sentiment_score":0.04153606854379177,"channel":0,"num_words":6,"start":553.92004,"end":556.08},{"sentences":[{"text":"Yeah.","start":555.87,"end":556.37,"sentiment":"neutral","sentiment_score":0.03925731778144837}],"sentiment":"neutral","sentiment_score":0.03925731778144837,"channel":1,"num_words":1,"start":555.87,"end":556.37},{"sentences":[{"text":"the confirmation from the Linham network, reason why we sent you an email with the full details.","start":556.08,"end":563.30005,"sentiment":"neutral","sentiment_score":0.08330825234160703},{"text":"Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services.","start":563.925,"end":574.585,"sentiment":"neutral","sentiment_score":0.05202170593353609}],"sentiment":"neutral","sentiment_score":0.06499417639541917,"channel":0,"num_words":41,"start":556.08,"end":574.585},{"sentences":[{"text":"I will give you a callback later.","start":577.38,"end":578.98004,"sentiment":"neutral","sentiment_score":0.06771062261291913},{"text":"Is that okay?","start":578.98004,"end":579.8,"sentiment":"neutral","sentiment_score":0.07700421909491222}],"sentiment":"neutral","sentiment_score":0.07049870155751706,"channel":1,"num_words":10,"start":577.38,"end":579.8},{"sentences":[{"text":"Yeah.","start":581.51996,"end":581.83997,"sentiment":"neutral","sentiment_score":0.0682065486907959},{"text":"Because you should be connected to the services.","start":581.83997,"end":584.26,"sentiment":"neutral","sentiment_score":0.12372261006385088},{"text":"Our","start":585.04,"end":585.44,"sentiment":"neutral","sentiment_score":-0.12344348430633544}],"sentiment":"neutral","sentiment_score":0.09345439448952675,"channel":0,"num_words":10,"start":581.51996,"end":585.44},{"sentences":[{"text":"No.","start":585.14,"end":585.64,"sentiment":"negative","sentiment_score":-0.4138760268688202}],"sentiment":"negative","sentiment_score":-0.4138760268688202,"channel":1,"num_words":1,"start":585.14,"end":585.64},{"sentences":[{"text":"tech rep already.","start":585.44,"end":586.5,"sentiment":"neutral","sentiment_score":-0.33030695219834644}],"sentiment":"neutral","sentiment_score":-0.33030695219834644,"channel":0,"num_words":3,"start":585.44,"end":586.5},{"sentences":[{"text":"I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things.","start":586.10004,"end":592.445,"sentiment":"negative","sentiment_score":-0.43302558477108294},{"text":"Like, I have been like, I received two bills all three bills already.","start":592.445,"end":596.225,"sentiment":"negative","sentiment_score":-0.4119296050988711},{"text":"I've got another bill as well, $7 something.","start":596.365,"end":598.705,"sentiment":"negative","sentiment_score":-0.3595319055020809},{"text":"I've got this $330 with GST one.","start":598.925,"end":602.145,"sentiment":"neutral","sentiment_score":-0.2838597467967442},{"text":"I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees.","start":602.285,"end":610.7,"sentiment":"negative","sentiment_score":-0.36210262179374697}],"sentiment":"negative","sentiment_score":-0.3880956213216524,"channel":1,"num_words":74,"start":586.10004,"end":610.7},{"sentences":[{"text":"I have already paid.","start":610.7,"end":611.92,"sentiment":"negative","sentiment_score":-0.3957453966140747},{"text":"I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well.","start":612.3,"end":621.705,"sentiment":"negative","sentiment_score":-0.6156525677070022},{"text":"I'll think if I want to go to Aetel or not, and then I'll give you a call.","start":621.705,"end":625.965,"sentiment":"neutral","sentiment_score":-0.18821171091662514}],"sentiment":"negative","sentiment_score":-0.4568828620292522,"channel":1,"num_words":54,"start":610.7,"end":625.965},{"sentences":[{"text":"Please give us a callback as soon as possible.","start":626.865,"end":629.57996,"sentiment":"neutral","sentiment_score":-0.10444517971740828},{"text":"And to set your proper expectation, since your services has already been activated, okay, there will be no refund","start":629.57996,"end":637.68,"sentiment":"neutral","sentiment_score":-0.04505068088244451}],"sentiment":"neutral","sentiment_score":-0.06414176979368287,"channel":0,"num_words":28,"start":626.865,"end":637.68},{"sentences":[{"text":"It's","start":637.56,"end":637.87994,"sentiment":"neutral","sentiment_score":-0.07922608405351639}],"sentiment":"neutral","sentiment_score":-0.07922608405351639,"channel":1,"num_words":1,"start":637.56,"end":637.87994},{"sentences":[{"text":"happening","start":637.74,"end":638.22,"sentiment":"neutral","sentiment_score":-0.05446391925215721}],"sentiment":"neutral","sentiment_score":-0.05446391925215721,"channel":0,"num_words":1,"start":637.74,"end":638.22},{"sentences":[{"text":"activated.","start":637.87994,"end":638.37994,"sentiment":"neutral","sentiment_score":-0.03001401387155056}],"sentiment":"neutral","sentiment_score":-0.03001401387155056,"channel":1,"num_words":1,"start":637.87994,"end":638.37994},{"sentences":[{"text":"here.","start":638.22,"end":638.72,"sentiment":"neutral","sentiment_score":0.004222707822918892}],"sentiment":"neutral","sentiment_score":0.004222707822918892,"channel":0,"num_words":1,"start":638.22,"end":638.72},{"sentences":[{"text":"Yeah.","start":638.75995,"end":639.07996,"sentiment":"neutral","sentiment_score":0.040296636521816254},{"text":"I know it's activated.","start":639.07996,"end":640.12,"sentiment":"neutral","sentiment_score":0.03883467148989439},{"text":"If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it.","start":640.12,"end":655.965,"sentiment":"neutral","sentiment_score":-0.004978877560394566},{"text":"Because I was trying to connect everything so that it will be smooth process after I come to this place.","start":655.965,"end":661.505,"sentiment":"neutral","sentiment_score":0.03867295291274786},{"text":"But I will see.","start":661.88,"end":663.24,"sentiment":"neutral","sentiment_score":-0.025257480330765247}],"sentiment":"neutral","sentiment_score":0.009484721134815898,"channel":1,"num_words":70,"start":638.75995,"end":663.24},{"sentences":[{"text":"I'll discuss with Patata, and then I'll give you a callback.","start":663.24,"end":665.82,"sentiment":"neutral","sentiment_score":-0.020172121511264282},{"text":"I think this is not right time to talk to you.","start":666.2,"end":668.38,"sentiment":"negative","sentiment_score":-0.6620434793558988},{"text":"Thank you.","start":668.69684,"end":669.4368,"sentiment":"neutral","sentiment_score":0.035852007567882545}],"sentiment":"neutral","sentiment_score":-0.3096944831001262,"channel":1,"num_words":24,"start":663.24,"end":669.4368},{"sentences":[{"text":"Okay.","start":669.19495,"end":669.69495,"sentiment":"neutral","sentiment_score":0.04578559100627899},{"text":"I understand.","start":669.915,"end":670.65497,"sentiment":"neutral","sentiment_score":0.05273564159870148},{"text":"Just call us back, please.","start":670.875,"end":672.07495,"sentiment":"neutral","sentiment_score":0.003316640853881836},{"text":"In that way,","start":672.07495,"end":672.63495,"sentiment":"neutral","sentiment_score":0.06463064501682918}],"sentiment":"neutral","sentiment_score":0.032884728502143516,"channel":0,"num_words":11,"start":669.19495,"end":672.63495},{"sentences":[{"text":"Sure.","start":672.6168,"end":673.1168,"sentiment":"neutral","sentiment_score":0.12386861443519592}],"sentiment":"neutral","sentiment_score":0.12386861443519592,"channel":1,"num_words":1,"start":672.6168,"end":673.1168},{"sentences":[{"text":"we can sort this out.","start":672.63495,"end":673.75494,"sentiment":"neutral","sentiment_score":0.0924173802137375},{"text":"Alright?","start":673.75494,"end":674.235,"sentiment":"neutral","sentiment_score":0.04637695476412773},{"text":"Because your service has already been activated with the network.","start":674.235,"end":677.855,"sentiment":"neutral","sentiment_score":0.016065920889377593}],"sentiment":"neutral","sentiment_score":0.041820191545411944,"channel":0,"num_words":16,"start":672.63495,"end":677.855},{"sentences":[{"text":"Bye.","start":677.65686,"end":678.15686,"sentiment":"neutral","sentiment_score":0.05203646421432495}],"sentiment":"neutral","sentiment_score":0.05203646421432495,"channel":1,"num_words":1,"start":677.65686,"end":678.15686},{"sentences":[{"text":"Alright?","start":678.235,"end":678.735,"sentiment":"neutral","sentiment_score":-0.12677699327468872}],"sentiment":"neutral","sentiment_score":-0.12677699327468872,"channel":0,"num_words":1,"start":678.235,"end":678.735}]},"summary":{"result":"success","short":"A customer named Miss claims was contacted by Sarah, but missed a call. The representative confirms her email address and explains that the new development charge is for connecting to the internet and Airtel's agreement is to collect payment and forward it to relevant networks. The customer is confused about a new development charge and the agent explains it is for new development charges and not for a previous contract with Airtel. The agent assures the customer that their bill will be cleared out and explains that their services were activated already. The customer is hesitant to talk to the agent again at this time due to previous bills."},"intents":{"segments":[{"text":"So if I heard you right, you said I'm speaking to miss Suhatha Kimair?","start_word":44,"end_word":57,"intents":[{"intent":"Confirm contact details","confidence_score":0.0000680069}]},{"text":"So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge. It was sent Friday. Have you received Yeah. that email from us? Yeah.","start_word":73,"end_word":110,"intents":[{"intent":"Confirm email","confidence_score":0.8174366},{"intent":"Confirm email","confidence_score":0.008011343}]},{"text":"finished moving yesterday regarding the new development charges. Because when I tried to connect with Airtel, there was nothing there. So how come I get new development charges later? Because I was looking for Internet because line of network Mhmm. has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges. That's Okay.","start_word":141,"end_word":216,"intents":[{"intent":"Explain new charges","confidence_score":0.00079414784}]},{"text":"Because I was looking for Internet because line of network Mhmm. has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges. That's Okay.","start_word":170,"end_word":216,"intents":[{"intent":"Check network availability","confidence_score":0.0001210468}]},{"text":"So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU. So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services.","start_word":344,"end_word":408,"intents":[{"intent":"Verify address and service charges","confidence_score":0.000673892}]},{"text":"We will get the confirmation once we submitted and activated the services for your address to the Linham network.","start_word":802,"end_word":820,"intents":[{"intent":"Confirm and inform about details of service activation","confidence_score":1.3900743e-9}]},{"text":"email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected Yeah. it.","start_word":995,"end_word":1025,"intents":[{"intent":"Resolve internet issue","confidence_score":0.012548966}]},{"text":"the confirmation from the Linham network, reason why we sent you an email with the full details. Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services.","start_word":1389,"end_word":1429,"intents":[{"intent":"Confirm services cost","confidence_score":8.540635e-7}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling Airtel accounts. How may I help you today?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.582655668258667},{"text":"Hi. This is Sujata. I missed a call from Sarah. Oh, sure.","start_word":15,"end_word":26,"sentiment":"neutral","sentiment_score":0.08406464755535126},{"text":"Nice to have you in the line, and thank you so much for giving us a callback.","start_word":27,"end_word":43,"sentiment":"positive","sentiment_score":0.6502227187156677},{"text":"So if I heard you right, you said I'm speaking to miss Suhatha Kimair? Did Yes, I miss pronounce Jeff. I do your need last you. okay. Got it. So, yeah, we're trying to get on hold with you just to confirm if you got our email in reference to the new development charge. It was sent Friday. Have you received Yeah. that email from us? Yeah. I want to like, I was really busy to moving home, and I was Mhmm. about to call you give you guys a call as well. So I just Mhmm. finished moving yesterday regarding the new development charges. Because when I tried to connect with Airtel, there was nothing there. So how come I get new development charges later? Because I was looking for Internet because line of network Mhmm. has, like, I think, 15 or 16 Internet providers. I checked with most of them. They have got new development charges. And when I checked with Airtel, there was no development no development charges. That's Okay. why I joined Airtel. I got it. I understand what you are trying to say. However, please be advised, this fee applies to the properties connecting to the Internet services for the first time. Okay? And then, Airtel, your Internet service provider, was not the one who's deciding or determining if applicable new development charges for a specific address. Here's how it goes. Once we've, received once we sent the activation and order to the Linham network Linham is the network who's supplying the Internet services. It just so happened your address is enabled for Linham network. Because there's a lot of network in Australia like Supa Network, NBN, Vocus Vines. There's a lot. But a specific address has enabled only Mhmm. for a Linham like yours. So once we process the order to the Linham and activated the address on their end, that's the time that they will check if this address is enabled or applicable for any development charges, and then they will inform Airtel AU. So they've checked your address, they activated it, and then they determined that this address is a first time connecting to the Internet services. The reason why the new development charges mandated of $330 has been billed on the account. We're just collecting this in behalf of the Linham Networks who's supplying the services, And when I try to Not connect with another Internet provider because I didn't know this new development charges, and there was $300 with no GST. But with the Airtel, there is 300 plus $30 GST. Yeah. There is a GST in reference with this. Reason why this is a mandated. Once we are the one who's collecting this actually, on our end, Airtel AU, if we do have a choice, we will we don't want to do this because we're not the one who's getting this amount. However, once we partnered with the Linham network, their agreement is we are the one who's be collecting the payment on our end and then forwarding to them. Because Supa network, they are the one who's collecting the NDC on their end, not the ISP. But on this one, once we generated an invoice and then process the payment has been received on our end, then transferred to them, the GST is applicable. And even though you've confirmed this to Linham or if you choose an another ISP, it's the same. Your address will be getting the services from the Linham network, and Linham network will be charging the NDC. Since the address Yes. is I the first time I do connecting under to the services. yeah. I got that one.","start_word":44,"end_word":657,"sentiment":"neutral","sentiment_score":-0.049353533421403424},{"text":"But the thing is, like, if there was new development charges fees on this network, it also would be warning us, isn't it? There Oh, might be I'm sorry. new charges. I'm sorry. You caught up.","start_word":658,"end_word":693,"sentiment":"negative","sentiment_score":-0.3848790932032798},{"text":"I just heard air talent and development charges. What is that again? No. I I okay. I got it, the this new development charges. But when Airtel when I was trying to connect with Airtel for the first time, there should be, like, some notes that I might be charged with the new development charges, isn't it? That way, I would be, like, prepared and I would be looking for, okay, if I should go Airtel or some other places. I understand that. However, as we mentioned, upon receiving the address, Airtel doesn't have the details if this address has a development charges. We will get the details. We will get the confirmation once we submitted and activated the services for your address to the Linham network. And that's the time that this network, Linham, will determine if the address is applicable for the mandated new development charges, and that's the time that they will inform Airtel AU, and Airtel AU will inform Mhmm. the customer. Yeah. Because it doesn't I don't seems know, like, like if that that's I should go through Airtel.","start_word":694,"end_word":877,"sentiment":"neutral","sentiment_score":-0.09244313091039658},{"text":"And after I get that invoice, I was really busy. That's why I couldn't get back to you guys. But I'm really confused if I go to Airtel or other provider. That's why I was I I haven't paid the new development charges fee for Airtel. That's why I didn't do it, actually, anything for this invoice.","start_word":878,"end_word":934,"sentiment":"negative","sentiment_score":-0.4945732653141022},{"text":"Yeah. But your service has been activated already. If if Yeah? you see the services, I haven't I haven't connected at Okay. all. I understand. So please understand we received your activation order over the weekend, I think. Let me check. K? So this will be cleared out. Let me just check here. Because I got One a moment. email, I think message as well, that my Internet is still not like, it is active, but it hasn't been off it has been offline because I haven't connected Yeah. it. The the twenty seventh. Okay? It it doesn't mean that you did not connected. Your services was not activated. We No. received I know. your It has activation active. email 05/27/2026. So we processed and submitted the order to the Linham network. They activated the services, and you have an option to get connected. We sent you the details, with the username and password because you are using your own router. It doesn't mean that you did not connected. Your services was not activated. And as you are aware, your bill is already running. You already received a bill for the few days for this month. Yes. Yes. Right? I got it. I got it. I got everything what you're saying.","start_word":935,"end_word":1145,"sentiment":"neutral","sentiment_score":-0.08912318356123299},{"text":"But but I'm really not happy like how Adele was.","start_word":1146,"end_word":1155,"sentiment":"negative","sentiment_score":-0.6642730832099915},{"text":"I know you have got some partnering with line up, and then you will be charged by them.","start_word":1156,"end_word":1173,"sentiment":"neutral","sentiment_score":-0.2989238500595093},{"text":"But the thing is, like, you are not telling the customer at the first place. That's only my concern.","start_word":1174,"end_word":1192,"sentiment":"negative","sentiment_score":-0.4830924868583679},{"text":"I understand that. However, the Linham network was not telling us on the first place if the address is applicable for this kind of Yeah. fee because But they will be checking as well on their end once the service has been activated on their end. Yes. But when I checked with the other provider, they are at the first place, they are showing that there will be applicable of new development charges. Oh, okay. So you have an idea about that. As I've mentioned, even though you will be using another Internet service provider, if you're activating the services to the same address, it's still you will be paying the NDC Yeah. because Yeah. the Dinhav I'm checking network. it right now. No. I'm checking it right right now. I'm checking it now.","start_word":1193,"end_word":1326,"sentiment":"neutral","sentiment_score":-0.16580207645893097},{"text":"They they are showing that there is I'm I just had a concern, like, why you don't tell us in the first place?","start_word":1327,"end_word":1349,"sentiment":"negative","sentiment_score":-0.3845380246639252},{"text":"Like, I know you have to you have to go back to the line, ma'am, and you have to check with them.","start_word":1350,"end_word":1371,"sentiment":"neutral","sentiment_score":-0.2409833073616028},{"text":"But it's not the right one, isn't it?","start_word":1372,"end_word":1379,"sentiment":"negative","sentiment_score":-0.3870199620723725},{"text":"That's okay. We told you once we get Yeah. the confirmation from the Linham network, reason why we sent you an email with the full details. Because that's the time that the network itself inform us that this development charges is applicable to your address that they activated the services. I will give you a callback later. Is that okay? Yeah. Because you should be connected to the services. Our No.","start_word":1380,"end_word":1450,"sentiment":"neutral","sentiment_score":0.05694439634680748},{"text":"tech rep already. I I I will check if I want to go to Airtel or not because at this stage, I'm really not happy with all the things. Like, I have been like, I received two bills all three bills already. I've got another bill as well, $7 something.","start_word":1451,"end_word":1500,"sentiment":"negative","sentiment_score":-0.41509056091308594},{"text":"I've got this $330 with GST one.","start_word":1501,"end_word":1507,"sentiment":"neutral","sentiment_score":-0.2906931936740875},{"text":"I have paid already, I think, 124 something dollar one month fees with $65 of no lock in contract fees. I have already paid. I will think about it because I think this is the not right time to talk to you because I don't want to talk to you in a different way as well.","start_word":1508,"end_word":1563,"sentiment":"negative","sentiment_score":-0.5011081695556641},{"text":"I'll think if I want to go to Aetel or not, and then I'll give you a call. Please give us a callback as soon as possible. And to set your proper expectation, since your services has already been activated, okay, there will be no refund It's happening activated. here. Yeah. I know it's activated. If you send the see the e message you guys have sent on last Friday, May 29, you will see that you guys are trying to contact me because my service is currently offline as well because I haven't connected it. Because I was trying to connect everything so that it will be smooth process after I come to this place. But I will see. I'll discuss with Patata, and then I'll give you a callback.","start_word":1564,"end_word":1694,"sentiment":"neutral","sentiment_score":-0.04455435853309304},{"text":"I think this is not right time to talk to you.","start_word":1695,"end_word":1705,"sentiment":"negative","sentiment_score":-0.6630526781082153},{"text":"Thank you. Okay. I understand. Just call us back, please. In that way, Sure. we can sort this out. Alright? Because your service has already been activated with the network. Bye. Alright?","start_word":1706,"end_word":1737,"sentiment":"neutral","sentiment_score":0.04643428325653076}],"average":{"sentiment":"neutral","sentiment_score":-0.11836419315329988}}}}