{"metadata":{"transaction_key":"deprecated","request_id":"0076a12e-1f0e-44a8-a764-7f81c1bf6420","sha256":"cff04d969046a7bd1f365c408593c0392105289c22a3447dbd1e2d35314bf49a","created":"2026-03-11T06:54:21.962Z","duration":630.9359,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":1327,"output_tokens":93},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1496,"output_tokens":1499},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1496,"output_tokens":40}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today? Hi. Nice to have you on the line, Marlon. Let me just go ahead and pull out your account. Kindly confirm your birthday and the full name as it appears on your Airtel AU account. May okay. Thank you so much. Let me just go over to your account here, Marlon. Just bear with me. Okay. So as per our record, I'm showing here that your account is locked in for twelve months contract. So, technically, if you will be terminating the service within the contract period, you will be needing to pay the cancellation fee of $132. And, because I do see on here that, your contract will end two months from today, will be May. And when are you going to request to cancel your service? Oh, the g g o I p. Mm-mm. Oh. Oh, I'm so sorry to hear. Yeah. So, technically, you do have the Internet, but it's not usable because of the GeoIP ongoing issue. Right? Because as per our we do apologize for that prolonged inconvenience. But just to share, as per our tech department as this stage, they are still doing the investigation in reference with the issue because last week, they said the GOIP has been put back to Australia. But there are some account which includes, I think, your account that doesn't have the access yet to their channels and streaming, something like that. Right? Including the regular app that you're using in a databases is blocked? Mm-mm. Mm-mm. Yeah. I'm so sorry to hear about this. But, yeah, they they don't have the estimated time frame yet because they said they're still doing the further investigation about some accounts with still having a JOIP issue. So I get what you were trying to say that you're using the service for work because you work from home, and then you're not able to use it to access your tools. Right? Oh, okay. I understand that. Let me just go ahead and check over your account, and let me see what I can do, Marlon. If you could give me a minute or two. Okay? Alright. Thank you. Thank you so much for patiently waiting on the line, Marlon. Okay. So due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract. Just kindly confirm, when are you going to have it canceled? Today? That way, endorse it to our technical team. Yeah. Technically, the last invoice that you paid covered your full month of March. So if you would like to have it canceled, I would suggest we can do it one moment. Let me just check the calendar here. Okay? Because our billing process is, every first. So all active account, will be, generated a new invoice for April every first. So we can schedule it, if it's okay with you, the twenty seventh of the month. That would be fine. Alright. Yeah. The March has been paid. So, technically, we have to deactivate your account before end of the month. That way, we could avoid recurring invoice for next month. Alright? So 27 will do. Right? Okay. I'm sure, Marlon. This will be noted. So, usually, we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email. It's the same. Right? Marlon lascano@gmail.com. Alright. Thank you. So if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation. Okay. You're welcome. It's my pleasure to talk to you today. Anything else that I may help you? Okay. Perfect. You're welcome. You do the same, and please be safe always. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Hi.\n\nNice to have you on the line, Marlon. Let me just go ahead and pull out your account. Kindly confirm your birthday and the full name as it appears on your Airtel AU account. May okay. Thank you so much.\n\nLet me just go over to your account here, Marlon. Just bear with me. Okay. So as per our record, I'm showing here that your account is locked in for twelve months contract. So, technically, if you will be terminating the service within the contract period, you will be needing to pay the cancellation fee of $132.\n\nAnd, because I do see on here that, your contract will end two months from today, will be May. And when are you going to request to cancel your service? Oh, the g g o I p. Mm-mm. Oh.\n\nOh, I'm so sorry to hear. Yeah. So, technically, you do have the Internet, but it's not usable because of the GeoIP ongoing issue. Right? Because as per our we do apologize for that prolonged inconvenience.\n\nBut just to share, as per our tech department as this stage, they are still doing the investigation in reference with the issue because last week, they said the GOIP has been put back to Australia. But there are some account which includes, I think, your account that doesn't have the access yet to their channels and streaming, something like that. Right? Including the regular app that you're using in a databases is blocked? Mm-mm.\n\nMm-mm. Yeah. I'm so sorry to hear about this. But, yeah, they they don't have the estimated time frame yet because they said they're still doing the further investigation about some accounts with still having a JOIP issue. So I get what you were trying to say that you're using the service for work because you work from home, and then you're not able to use it to access your tools.\n\nRight? Oh, okay. I understand that. Let me just go ahead and check over your account, and let me see what I can do, Marlon. If you could give me a minute or two.\n\nOkay? Alright. Thank you. Thank you so much for patiently waiting on the line, Marlon. Okay.\n\nSo due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract. Just kindly confirm, when are you going to have it canceled? Today? That way, endorse it to our technical team. Yeah.\n\nTechnically, the last invoice that you paid covered your full month of March. So if you would like to have it canceled, I would suggest we can do it one moment. Let me just check the calendar here. Okay? Because our billing process is, every first.\n\nSo all active account, will be, generated a new invoice for April every first. So we can schedule it, if it's okay with you, the twenty seventh of the month. That would be fine. Alright. Yeah.\n\nThe March has been paid. So, technically, we have to deactivate your account before end of the month. That way, we could avoid recurring invoice for next month. Alright? So 27 will do.\n\nRight? Okay. I'm sure, Marlon. This will be noted. So, usually, we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email.\n\nIt's the same. Right? Marlon lascano@gmail.com. Alright. Thank you.\n\nSo if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation. Okay. You're welcome. It's my pleasure to talk to you today. Anything else that I may help you?\n\nOkay. Perfect. You're welcome. You do the same, and please be safe always. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.12,"sentiment":"neutral","sentiment_score":0.2546122074127197},{"text":"Good afternoon.","start":1.12,"end":1.86,"sentiment":"positive","sentiment_score":0.449828177690506},{"text":"Thank you so much for calling your account.","start":1.92,"end":4.1,"sentiment":"positive","sentiment_score":0.7034541666507721},{"text":"How may I help you today?","start":4.24,"end":5.62,"sentiment":"positive","sentiment_score":0.5920350650946299},{"text":"Hi.","start":21.625,"end":21.945,"sentiment":"neutral","sentiment_score":0.14688920974731445}],"sentiment":"positive","sentiment_score":0.582277860906389,"num_words":18,"start":0.79999995,"end":21.945},{"sentences":[{"text":"Nice to have you on the line, Marlon.","start":21.945,"end":24.285,"sentiment":"positive","sentiment_score":0.49716658145189285},{"text":"Let me just go ahead and pull out your 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request to cancel your service?","start":89.23,"end":93.57,"sentiment":"neutral","sentiment_score":-0.05959832837635821},{"text":"Oh, the g g o I p.","start":104.395004,"end":106.495,"sentiment":"neutral","sentiment_score":-0.15708179665463312},{"text":"Mm-mm.","start":115.39,"end":115.869995,"sentiment":"neutral","sentiment_score":-0.16425418853759766},{"text":"Oh.","start":115.869995,"end":116.369995,"sentiment":"neutral","sentiment_score":-0.1376642882823944}],"sentiment":"neutral","sentiment_score":-0.07527043608327706,"num_words":39,"start":78.134995,"end":116.369995},{"sentences":[{"text":"Oh, I'm so sorry to hear.","start":121.06999,"end":123.009995,"sentiment":"neutral","sentiment_score":-0.18082239044209322},{"text":"Yeah.","start":125.945,"end":126.185,"sentiment":"neutral","sentiment_score":-0.08621636033058167},{"text":"So, technically, you do have the Internet, but it's not usable because of the GeoIP ongoing issue.","start":126.185,"end":133.625,"sentiment":"neutral","sentiment_score":-0.16536126461099176},{"text":"Right?","start":133.625,"end":134.125,"sentiment":"neutral","sentiment_score":-0.09635741263628006},{"text":"Because as per our we do apologize for that prolonged inconvenience.","start":134.425,"end":139.005,"sentiment":"neutral","sentiment_score":-0.2660050690174103}],"sentiment":"neutral","sentiment_score":-0.19457514925549427,"num_words":36,"start":121.06999,"end":139.005},{"sentences":[{"text":"But just to share, as per our tech department as this stage, they are still doing the investigation in reference with the issue because last week, they said the GOIP has been put back to Australia.","start":139.385,"end":155.825,"sentiment":"neutral","sentiment_score":-0.19749505631625652},{"text":"But there are some account which includes, I think, your account that doesn't have the access yet to their channels and streaming, something like that.","start":156.36499,"end":168.09,"sentiment":"neutral","sentiment_score":-0.07867362290620804},{"text":"Right?","start":168.09,"end":168.56999,"sentiment":"neutral","sentiment_score":-0.04351528361439705},{"text":"Including the regular app that you're using in a databases is blocked?","start":168.56999,"end":175.06999,"sentiment":"neutral","sentiment_score":-0.08827264327555895},{"text":"Mm-mm.","start":180.81,"end":181.31,"sentiment":"neutral","sentiment_score":-0.16902151703834534}],"sentiment":"neutral","sentiment_score":-0.1379796149333318,"num_words":75,"start":139.385,"end":181.31},{"sentences":[{"text":"Mm-mm.","start":183.12999,"end":183.62999,"sentiment":"neutral","sentiment_score":-0.1270647495985031},{"text":"Yeah.","start":214.47499,"end":214.795,"sentiment":"neutral","sentiment_score":-0.12269070744514464},{"text":"I'm so sorry to hear about this.","start":214.795,"end":216.875,"sentiment":"neutral","sentiment_score":-0.22763597326619284},{"text":"But, yeah, they they don't have the estimated time frame yet because they said they're still doing the further investigation about some accounts with still having a JOIP issue.","start":216.875,"end":231.35,"sentiment":"neutral","sentiment_score":-0.2073826047367063},{"text":"So I get what you were trying to say that you're using the service for work because you work from home, and then you're not able to use it to access your tools.","start":231.57,"end":241.995,"sentiment":"neutral","sentiment_score":-0.031557222828269005}],"sentiment":"neutral","sentiment_score":-0.12533367831837122,"num_words":71,"start":183.12999,"end":241.995},{"sentences":[{"text":"Right?","start":242.055,"end":242.555,"sentiment":"neutral","sentiment_score":-0.008333999663591385},{"text":"Oh, okay.","start":244.375,"end":245.125,"sentiment":"neutral","sentiment_score":-0.03500362113118172},{"text":"I understand that.","start":265.32,"end":267.035,"sentiment":"neutral","sentiment_score":-0.2130871613820394},{"text":"Let me just go ahead and check over your account, and let me see what I can do, Marlon.","start":283.71,"end":289.41,"sentiment":"neutral","sentiment_score":0.03008394374659187},{"text":"If you could give me a minute or two.","start":289.71,"end":291.55,"sentiment":"neutral","sentiment_score":0.026823767978284094}],"sentiment":"neutral","sentiment_score":0.0028060622622861583,"num_words":34,"start":242.055,"end":291.55},{"sentences":[{"text":"Okay?","start":291.55,"end":292.05,"sentiment":"neutral","sentiment_score":0.0307909082621336},{"text":"Alright.","start":293.495,"end":293.995,"sentiment":"neutral","sentiment_score":0.1572519689798355},{"text":"Thank you.","start":294.215,"end":295.115,"sentiment":"positive","sentiment_score":0.3466475307941437},{"text":"Thank you so much for patiently waiting on the line, Marlon.","start":474.805,"end":478.105,"sentiment":"positive","sentiment_score":0.5227317647500471},{"text":"Okay.","start":479.9,"end":480.30002,"sentiment":"neutral","sentiment_score":-0.0003002183511853218}],"sentiment":"positive","sentiment_score":0.41444294579559937,"num_words":16,"start":291.55,"end":480.30002},{"sentences":[{"text":"So due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract.","start":480.30002,"end":494.715,"sentiment":"neutral","sentiment_score":-0.193248313292861},{"text":"Just kindly confirm, when are you going to have it canceled?","start":495.175,"end":500.075,"sentiment":"neutral","sentiment_score":-0.0070610090412876825},{"text":"Today?","start":500.135,"end":500.635,"sentiment":"neutral","sentiment_score":0.008364005014300346},{"text":"That way, endorse it to our technical team.","start":500.855,"end":505.74,"sentiment":"neutral","sentiment_score":-0.00011638645082712173},{"text":"Yeah.","start":513.8,"end":514.2,"sentiment":"neutral","sentiment_score":-0.04334794729948044}],"sentiment":"neutral","sentiment_score":-0.11590265749278021,"num_words":51,"start":480.30002,"end":514.2},{"sentences":[{"text":"Technically, the last invoice that you paid covered your full month of March.","start":514.2,"end":521.565,"sentiment":"neutral","sentiment_score":-0.0882142295057957},{"text":"So if you would like to have it canceled, I would suggest we can do it one moment.","start":522.42505,"end":529.54504,"sentiment":"neutral","sentiment_score":-0.0724833704945114},{"text":"Let me just check the calendar here.","start":529.54504,"end":531.78503,"sentiment":"neutral","sentiment_score":0.0027207527309656143},{"text":"Okay?","start":531.78503,"end":532.10504,"sentiment":"neutral","sentiment_score":5.428679287433624e-6},{"text":"Because our billing process is, every first.","start":532.10504,"end":536.4,"sentiment":"neutral","sentiment_score":-0.00279938562640122}],"sentiment":"neutral","sentiment_score":-0.053305014218811106,"num_words":46,"start":514.2,"end":536.4},{"sentences":[{"text":"So all active account, will be, generated a new invoice for April every first.","start":536.4,"end":546.9,"sentiment":"neutral","sentiment_score":-0.0025418555097920553},{"text":"So we can schedule it, if it's okay with you, the twenty seventh of the month.","start":548.73505,"end":554.91504,"sentiment":"neutral","sentiment_score":0.003047019272344187},{"text":"That would be fine.","start":555.85504,"end":557.155,"sentiment":"neutral","sentiment_score":0.027012081118300557},{"text":"Alright.","start":558.815,"end":559.315,"sentiment":"neutral","sentiment_score":0.015050571411848068},{"text":"Yeah.","start":562.35,"end":562.85,"sentiment":"neutral","sentiment_score":-0.020336715504527092}],"sentiment":"neutral","sentiment_score":0.0032202364333594837,"num_words":36,"start":536.4,"end":562.85},{"sentences":[{"text":"The March has been paid.","start":564.99,"end":566.77,"sentiment":"neutral","sentiment_score":-0.051320727169513705},{"text":"So, technically, we have to deactivate your account before end of the month.","start":567.23,"end":573.55,"sentiment":"neutral","sentiment_score":-0.04033891068628201},{"text":"That way, we could avoid recurring invoice for next month.","start":573.55,"end":578.10504,"sentiment":"neutral","sentiment_score":-0.046966318786144254},{"text":"Alright?","start":579.445,"end":579.945,"sentiment":"neutral","sentiment_score":0.0913657769560814},{"text":"So 27 will do.","start":580.16504,"end":581.765,"sentiment":"neutral","sentiment_score":0.05321487504988909}],"sentiment":"neutral","sentiment_score":-0.028680223802273922,"num_words":33,"start":564.99,"end":581.765},{"sentences":[{"text":"Right?","start":581.765,"end":582.265,"sentiment":"neutral","sentiment_score":0.022361362352967262},{"text":"Okay.","start":584.085,"end":584.405,"sentiment":"neutral","sentiment_score":0.04414893314242363},{"text":"I'm sure, Marlon.","start":584.405,"end":585.365,"sentiment":"neutral","sentiment_score":0.043467445919911064},{"text":"This will be noted.","start":585.365,"end":586.505,"sentiment":"neutral","sentiment_score":0.04039354296401143},{"text":"So, usually, we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email.","start":586.885,"end":598.27,"sentiment":"neutral","sentiment_score":0.04010800102158733}],"sentiment":"neutral","sentiment_score":0.04003033839398995,"num_words":32,"start":581.765,"end":598.27},{"sentences":[{"text":"It's the same.","start":598.27,"end":598.91003,"sentiment":"neutral","sentiment_score":0.0508982352912426},{"text":"Right?","start":598.91003,"end":599.41003,"sentiment":"neutral","sentiment_score":0.0436607226729393},{"text":"Marlon lascano@gmail.com.","start":599.55,"end":602.13,"sentiment":"neutral","sentiment_score":0.026212158612906933},{"text":"Alright.","start":603.79004,"end":604.245,"sentiment":"neutral","sentiment_score":0.11859826743602753},{"text":"Thank you.","start":604.325,"end":604.645,"sentiment":"neutral","sentiment_score":0.2090001404285431}],"sentiment":"neutral","sentiment_score":0.08726425489617719,"num_words":9,"start":598.27,"end":604.645},{"sentences":[{"text":"So if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation.","start":604.645,"end":611.705,"sentiment":"neutral","sentiment_score":-0.0187842475081032},{"text":"Okay.","start":614.245,"end":614.745,"sentiment":"neutral","sentiment_score":0.19997850060462952},{"text":"You're welcome.","start":614.96497,"end":615.685,"sentiment":"positive","sentiment_score":0.38199499249458313},{"text":"It's my pleasure to talk to you today.","start":615.685,"end":617.705,"sentiment":"positive","sentiment_score":0.6001812666654587},{"text":"Anything else that I may help you?","start":617.765,"end":620.025,"sentiment":"neutral","sentiment_score":0.24498698541096278}],"sentiment":"neutral","sentiment_score":0.17667685179039835,"num_words":40,"start":604.645,"end":620.025},{"sentences":[{"text":"Okay.","start":622.47003,"end":622.97003,"sentiment":"neutral","sentiment_score":0.2669806480407715},{"text":"Perfect.","start":623.03,"end":623.53,"sentiment":"positive","sentiment_score":0.4916132092475891},{"text":"You're welcome.","start":623.91003,"end":624.65,"sentiment":"positive","sentiment_score":0.3930101692676544},{"text":"You do the same, and please be safe always.","start":624.95,"end":627.45,"sentiment":"positive","sentiment_score":0.5934867660204569},{"text":"Bye bye.","start":627.67,"end":628.41003,"sentiment":"positive","sentiment_score":0.3595066964626312}],"sentiment":"positive","sentiment_score":0.5070005655288696,"num_words":15,"start":622.47003,"end":628.41003}]}}]},{"alternatives":[{"transcript":"Hi. Good afternoon. This is Marla. I'm just calling to inquire regarding my bank, my account. So I want to terminate this and what will be the process. I don't my Erika AU account. Full name is Marlon Ascano. Birthday, 05/24/1977. Yes. Yes. Yeah. Because yeah. I'm requesting to cancel it because the latest I think you did some upgrade recently with the Internet. And I'm having, yeah, I'm having issue connecting working from home with my office network. It's not allowing me. I'm only using my mobile Internet for for one week now. Even my Netflix, I can't use them. It's prompting. Actually, I can't I can't use the Internet. That's why I want to disconnect it. And Yeah. Yeah. Yeah. I'm not not using the Internet on my phone app because my phone have its own plan, a different provider. My problem is not the message. It's the work. It's causing me some issue, and I can't work at home, meaning I can't I have to go travel. It's costing me money, and it's causing me inconvenience for a week now. If it's not just work, I don't mind. If it's what watching streaming movies, that's fine. I can wait for that. But it's a work related issue that's been affected now. Yes. Yep. Yes. Yep. I already checked with our IT, and they already traced the issue. It's it's in the network. So because the laptop's confusing. This company laptop, I work in the government. The security with the government is quite strict, and they say that it's the network that's causing the issue. So with that, that's why I want to go for disconnection and get a different provider who can make my Internet work, but I still me I still need to pay the cancellation even if it's not my fault. Yes. Yeah. Yep. Yep. No. Not today. When is the cutoff normally when I pay the invoice? The last invoice? Yes. Yeah. '27. That's fine. Yeah. So it's it's for the cutoff. At least it's paid. Or I I need to pay that, or it's already paid. Okay. Yeah. Yeah. Yeah. That will be great. Yeah. Quite a certain. Yes. That's yeah. Yep. That's right. Yes. Yeah. Appreciate that. Only that. That's all good. Thank you. Have a nice day. Thank you. Thank 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Good afternoon. This is Marla. I'm just calling to inquire regarding my bank, my account. So I want to terminate this and what will be the process.\n\nI don't my Erika AU account. Full name is Marlon Ascano. Birthday, 05/24/1977. Yes. Yes.\n\nYeah. Because yeah. I'm requesting to cancel it because the latest I think you did some upgrade recently with the Internet. And I'm having, yeah, I'm having issue connecting working from home with my office network. It's not allowing me.\n\nI'm only using my mobile Internet for for one week now. Even my Netflix, I can't use them. It's prompting. Actually, I can't I can't use the Internet. That's why I want to disconnect it.\n\nAnd Yeah. Yeah. Yeah. I'm not not using the Internet on my phone app because my phone have its own plan, a different provider. My problem is not the message.\n\nIt's the work. It's causing me some issue, and I can't work at home, meaning I can't I have to go travel. It's costing me money, and it's causing me inconvenience for a week now. If it's not just work, I don't mind. If it's what watching streaming movies, that's fine.\n\nI can wait for that. But it's a work related issue that's been affected now. Yes. Yep. Yes.\n\nYep. I already checked with our IT, and they already traced the issue. It's it's in the network. So because the laptop's confusing. This company laptop, I work in the government.\n\nThe security with the government is quite strict, and they say that it's the network that's causing the issue. So with that, that's why I want to go for disconnection and get a different provider who can make my Internet work, but I still me I still need to pay the cancellation even if it's not my fault. Yes. Yeah. Yep.\n\nYep. No. Not today. When is the cutoff normally when I pay the invoice? The last invoice?\n\nYes. Yeah. '27. That's fine. Yeah.\n\nSo it's it's for the cutoff. At least it's paid. Or I I need to pay that, or it's already paid. Okay. Yeah.\n\nYeah. Yeah. That will be great. Yeah. Quite a certain.\n\nYes. That's yeah. Yep. That's right. Yes.\n\nYeah. Appreciate that. Only that. That's all good. Thank you.\n\nHave a nice day. Thank you. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.24,"end":6.48,"sentiment":"neutral","sentiment_score":0.05432264506816864},{"text":"Good afternoon.","start":6.48,"end":7.2,"sentiment":"neutral","sentiment_score":0.11272749304771423},{"text":"This is Marla.","start":7.2,"end":8.74,"sentiment":"neutral","sentiment_score":0.03992623401184877},{"text":"I'm just calling to inquire regarding my bank, my account.","start":10.0,"end":15.545,"sentiment":"neutral","sentiment_score":-0.014525830000638961},{"text":"So I want to terminate this and what will be the process.","start":15.924999,"end":20.505,"sentiment":"neutral","sentiment_score":-0.039789401926100254}],"sentiment":"neutral","sentiment_score":-0.007970528211444616,"num_words":28,"start":6.24,"end":20.505},{"sentences":[{"text":"I don't my Erika AU account.","start":36.77,"end":38.93,"sentiment":"neutral","sentiment_score":-0.06855574374397595},{"text":"Full name is Marlon Ascano.","start":38.93,"end":41.755,"sentiment":"neutral","sentiment_score":0.004667370673269033},{"text":"Birthday, 05/24/1977.","start":41.755,"end":44.255,"sentiment":"neutral","sentiment_score":0.0031301291892305017},{"text":"Yes.","start":48.555,"end":49.055,"sentiment":"neutral","sentiment_score":0.13645073771476746},{"text":"Yes.","start":53.355,"end":53.855,"sentiment":"neutral","sentiment_score":0.032822638750076294}],"sentiment":"neutral","sentiment_score":-0.014164264950280388,"num_words":15,"start":36.77,"end":53.855},{"sentences":[{"text":"Yeah.","start":76.745,"end":77.245,"sentiment":"neutral","sentiment_score":-0.036781542003154755},{"text":"Because yeah.","start":78.025,"end":79.885,"sentiment":"neutral","sentiment_score":-0.040542058646678925},{"text":"I'm requesting to cancel it because the latest I think you did some upgrade recently with the Internet.","start":94.46,"end":103.585,"sentiment":"neutral","sentiment_score":-0.2604879289865494},{"text":"And I'm having, yeah, I'm having issue connecting working from home with my office network.","start":104.284996,"end":111.265,"sentiment":"neutral","sentiment_score":-0.25458614726861317},{"text":"It's not allowing me.","start":111.325,"end":112.865,"sentiment":"negative","sentiment_score":-0.39864102751016617}],"sentiment":"neutral","sentiment_score":-0.2555001175031066,"num_words":40,"start":76.745,"end":112.865},{"sentences":[{"text":"I'm only using my mobile Internet for for one week now.","start":113.005,"end":116.91,"sentiment":"neutral","sentiment_score":-0.21007934415882284},{"text":"Even my Netflix, I can't use them.","start":117.39001,"end":120.29,"sentiment":"neutral","sentiment_score":-0.25523875440870014},{"text":"It's prompting.","start":120.91,"end":121.57001,"sentiment":"neutral","sentiment_score":-0.09218690544366837},{"text":"Actually, I can't I can't use the Internet.","start":121.630005,"end":123.630005,"sentiment":"neutral","sentiment_score":-0.25906496588140726},{"text":"That's why I want to disconnect it.","start":123.630005,"end":125.57001,"sentiment":"neutral","sentiment_score":-0.27308104293687}],"sentiment":"neutral","sentiment_score":-0.23617156871727535,"num_words":35,"start":113.005,"end":125.57001},{"sentences":[{"text":"And Yeah.","start":126.03001,"end":133.345,"sentiment":"neutral","sentiment_score":-0.10682354122400285},{"text":"Yeah.","start":134.365,"end":134.865,"sentiment":"neutral","sentiment_score":-0.10865733027458192},{"text":"Yeah.","start":176.1,"end":176.5,"sentiment":"neutral","sentiment_score":-0.08718055486679077},{"text":"I'm not not using the Internet on my phone app because my phone have its own plan, a different provider.","start":176.5,"end":184.36,"sentiment":"neutral","sentiment_score":-0.18619191646575928},{"text":"My problem is not the message.","start":184.98,"end":186.68001,"sentiment":"negative","sentiment_score":-0.3591042260328929}],"sentiment":"neutral","sentiment_score":-0.2095982884367307,"num_words":30,"start":126.03001,"end":186.68001},{"sentences":[{"text":"It's the work.","start":186.925,"end":187.725,"sentiment":"negative","sentiment_score":-0.37377987305323285},{"text":"It's causing me some issue, and I can't work at home, meaning I can't I have to go travel.","start":187.725,"end":195.425,"sentiment":"negative","sentiment_score":-0.48390206224039983},{"text":"It's costing me money, and it's causing me inconvenience for a week now.","start":195.485,"end":201.825,"sentiment":"negative","sentiment_score":-0.6093379992705125},{"text":"If it's not just work, I don't mind.","start":202.23001,"end":204.65001,"sentiment":"neutral","sentiment_score":-0.23497768677771091},{"text":"If it's what watching streaming movies, that's fine.","start":205.19,"end":208.55,"sentiment":"neutral","sentiment_score":-0.0679436142090708}],"sentiment":"negative","sentiment_score":-0.4051028078458473,"num_words":51,"start":186.925,"end":208.55},{"sentences":[{"text":"I can wait for that.","start":208.55,"end":209.93001,"sentiment":"neutral","sentiment_score":-0.0982112467288971},{"text":"But it's a work related issue that's been affected 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confusing.","start":251.125,"end":252.905,"sentiment":"neutral","sentiment_score":-0.15690145790576934},{"text":"This company laptop, I work in the government.","start":253.605,"end":255.94499,"sentiment":"neutral","sentiment_score":-0.18911285884678364}],"sentiment":"neutral","sentiment_score":-0.11719444235636582,"num_words":31,"start":243.09999,"end":255.94499},{"sentences":[{"text":"The security with the government is quite strict, and they say that it's the network that's causing the issue.","start":256.565,"end":264.41,"sentiment":"neutral","sentiment_score":-0.2732987874432614},{"text":"So with that, that's why I want to go for disconnection and get a different provider who can make my Internet work, but I still me I still need to pay the cancellation even if it's not my fault.","start":265.27,"end":282.97498,"sentiment":"neutral","sentiment_score":-0.31385566408817583},{"text":"Yes.","start":289.97,"end":290.47,"sentiment":"neutral","sentiment_score":0.04519019275903702},{"text":"Yeah.","start":292.53,"end":293.03,"sentiment":"neutral","sentiment_score":0.05574227124452591},{"text":"Yep.","start":478.755,"end":479.155,"sentiment":"neutral","sentiment_score":0.13567784428596497}],"sentiment":"neutral","sentiment_score":-0.28190881233723436,"num_words":61,"start":256.565,"end":479.155},{"sentences":[{"text":"Yep.","start":479.155,"end":479.655,"sentiment":"neutral","sentiment_score":0.019123174250125885},{"text":"No.","start":506.805,"end":507.125,"sentiment":"neutral","sentiment_score":-0.13045549392700195},{"text":"Not today.","start":507.125,"end":507.765,"sentiment":"neutral","sentiment_score":-0.1318308785557747},{"text":"When is the cutoff normally when I pay the invoice?","start":507.765,"end":511.87,"sentiment":"neutral","sentiment_score":-0.09389318600296974},{"text":"The last invoice?","start":512.17,"end":513.15,"sentiment":"neutral","sentiment_score":-0.054879101614157356}],"sentiment":"neutral","sentiment_score":-0.08697430833297617,"num_words":17,"start":479.155,"end":513.15},{"sentences":[{"text":"Yes.","start":532.925,"end":533.425,"sentiment":"neutral","sentiment_score":0.00994532648473978},{"text":"Yeah.","start":554.875,"end":555.27496,"sentiment":"neutral","sentiment_score":0.006119005847722292},{"text":"'27.","start":555.27496,"end":556.235,"sentiment":"neutral","sentiment_score":0.0003271463792771101},{"text":"That's fine.","start":556.235,"end":556.975,"sentiment":"neutral","sentiment_score":0.04040054604411125},{"text":"Yeah.","start":557.595,"end":557.995,"sentiment":"neutral","sentiment_score":0.021130142733454704}],"sentiment":"neutral","sentiment_score":0.0197204522555694,"num_words":6,"start":532.925,"end":557.995},{"sentences":[{"text":"So it's it's for the cutoff.","start":557.995,"end":559.77496,"sentiment":"neutral","sentiment_score":-0.004166578563551108},{"text":"At least it's paid.","start":559.83496,"end":560.975,"sentiment":"neutral","sentiment_score":-0.018674033228307962},{"text":"Or I I need to pay that, or it's already paid.","start":561.195,"end":563.935,"sentiment":"neutral","sentiment_score":-0.02883830564943227},{"text":"Okay.","start":572.08,"end":572.58,"sentiment":"neutral","sentiment_score":-0.03224615380167961},{"text":"Yeah.","start":574.16003,"end":574.66003,"sentiment":"neutral","sentiment_score":-0.03324703872203827}],"sentiment":"neutral","sentiment_score":-0.020974354737478752,"num_words":23,"start":557.995,"end":574.66003},{"sentences":[{"text":"Yeah.","start":577.44,"end":577.94,"sentiment":"neutral","sentiment_score":-0.03743123263120651},{"text":"Yeah.","start":578.48004,"end":578.88,"sentiment":"neutral","sentiment_score":0.02693679928779602},{"text":"That will be great.","start":578.88,"end":580.0,"sentiment":"neutral","sentiment_score":0.0875442186370492},{"text":"Yeah.","start":580.0,"end":580.5,"sentiment":"neutral","sentiment_score":0.07330735772848129},{"text":"Quite a certain.","start":582.685,"end":583.565,"sentiment":"neutral","sentiment_score":0.013347799268861612}],"sentiment":"neutral","sentiment_score":0.045303319673985244,"num_words":10,"start":577.44,"end":583.565},{"sentences":[{"text":"Yes.","start":583.565,"end":583.805,"sentiment":"neutral","sentiment_score":0.03964614123106003},{"text":"That's yeah.","start":583.805,"end":587.82495,"sentiment":"neutral","sentiment_score":0.03666634578257799},{"text":"Yep.","start":599.68005,"end":600.18005,"sentiment":"neutral","sentiment_score":0.024651065468788147},{"text":"That's right.","start":602.48004,"end":603.36005,"sentiment":"neutral","sentiment_score":0.06611112877726555},{"text":"Yes.","start":603.36005,"end":603.86005,"sentiment":"neutral","sentiment_score":0.08179338276386261}],"sentiment":"neutral","sentiment_score":0.05023507694048541,"num_words":7,"start":583.565,"end":603.86005},{"sentences":[{"text":"Yeah.","start":612.885,"end":613.365,"sentiment":"neutral","sentiment_score":0.09767702221870422},{"text":"Appreciate that.","start":613.365,"end":614.425,"sentiment":"neutral","sentiment_score":0.2423318773508072},{"text":"Only that.","start":620.885,"end":621.52496,"sentiment":"neutral","sentiment_score":0.20599315315485},{"text":"That's all good.","start":621.52496,"end":622.505,"sentiment":"positive","sentiment_score":0.4033602873484294},{"text":"Thank you.","start":622.64496,"end":623.385,"sentiment":"positive","sentiment_score":0.4155987948179245}],"sentiment":"neutral","sentiment_score":0.30356055349111555,"num_words":10,"start":612.885,"end":623.385},{"sentences":[{"text":"Have a nice day.","start":623.52496,"end":624.485,"sentiment":"positive","sentiment_score":0.4281410798430443},{"text":"Thank you.","start":624.485,"end":625.1609,"sentiment":"positive","sentiment_score":0.3717217892408371},{"text":"Thank you.","start":628.6009,"end":629.3409,"sentiment":"positive","sentiment_score":0.3699553571641445}],"sentiment":"positive","sentiment_score":0.39948982652276754,"num_words":8,"start":623.52496,"end":629.3409}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. Good afternoon. This is Marla. I'm just calling to inquire regarding my bank, my account. So I want to terminate this and what will be the process.\n\nChannel 0: Hi. Nice to have you on the line, Marlon. Let me just go ahead and pull out your account. Kindly confirm your birthday and the full name as it appears on your Airtel AU account.\n\nChannel 1: I don't my Erika AU account. Full name is Marlon Ascano. Birthday, 05/24/1977.\n\nChannel 0: May okay. Thank you so much. Let\n\nChannel 1: Yes.\n\nChannel 0: me just go over to your account here, Marlon. Just bear with me.\n\nChannel 1: Yes.\n\nChannel 0: Okay. So as per our record, I'm showing here that your account is locked in for twelve months contract. So, technically, if you will be terminating the service within the contract period, you will be needing to pay the cancellation fee of $132.\n\nChannel 1: Yeah. Because\n\nChannel 0: And, because I do\n\nChannel 1: yeah.\n\nChannel 0: see on here that, your contract will end two months from today, will be May. And when are you going to request to cancel your service?\n\nChannel 1: I'm requesting to cancel it because the latest I think you did some upgrade recently with the Internet. And\n\nChannel 0: Oh, the\n\nChannel 1: I'm\n\nChannel 0: g\n\nChannel 1: having,\n\nChannel 0: g o I p.\n\nChannel 1: yeah, I'm having issue connecting working from home with my office network. It's not allowing me. I'm only using my mobile Internet for\n\nChannel 0: Mm-mm.\n\nChannel 1: for\n\nChannel 0: Oh.\n\nChannel 1: one week now. Even my Netflix, I can't use them. It's\n\nChannel 0: Oh,\n\nChannel 1: prompting.\n\nChannel 0: I'm\n\nChannel 1: Actually,\n\nChannel 0: so sorry\n\nChannel 1: I can't\n\nChannel 0: to\n\nChannel 1: I\n\nChannel 0: hear.\n\nChannel 1: can't use the Internet. That's why I want to disconnect it.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: So, technically, you do have the Internet, but it's not usable because of the GeoIP ongoing\n\nChannel 1: Yeah.\n\nChannel 0: issue. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Because as per our we do apologize for that prolonged inconvenience. But just to share, as per our tech department as this stage, they are still doing the investigation in reference with the issue because last week, they said the GOIP has been put back to Australia. But there are some account which includes, I think, your account that doesn't have the access yet to their channels and streaming, something like that. Right? Including the regular app that you're using in a databases is blocked?\n\nChannel 1: Yeah. I'm not not using the Internet on my phone app because my phone\n\nChannel 0: Mm-mm.\n\nChannel 1: have its own plan,\n\nChannel 0: Mm-mm.\n\nChannel 1: a different provider. My problem is not the message. It's the work. It's causing me some issue, and I can't work at home, meaning I can't I have to go travel. It's costing me money, and it's causing me inconvenience for a week now.\n\nIf it's not just work, I don't mind. If it's what watching streaming movies, that's fine. I can wait for that. But it's a work related issue that's been affected now.\n\nChannel 0: Yeah. I'm so sorry to hear about this. But, yeah, they they don't have the estimated time frame yet because they said they're still doing the further investigation about some accounts with still having a JOIP issue. So I get what you were trying to say that\n\nChannel 1: Yes.\n\nChannel 0: you're using the service for work because you\n\nChannel 1: Yep.\n\nChannel 0: work from home, and then you're not able to use it to access your tools. Right?\n\nChannel 1: Yes. Yep. I already\n\nChannel 0: Oh,\n\nChannel 1: checked\n\nChannel 0: okay.\n\nChannel 1: with our IT, and they already traced the issue. It's it's in the network. So because the laptop's confusing. This company laptop, I work in the government. The security with the government is quite strict, and they say that it's the network that's causing the issue.\n\nSo\n\nChannel 0: I understand that.\n\nChannel 1: with that, that's why I want to go for disconnection and get a different provider who can make my Internet work, but I still me I still need to pay the cancellation even if it's not my fault.\n\nChannel 0: Let me just go ahead and check over your account, and let me see what I can do, Marlon. If you\n\nChannel 1: Yes.\n\nChannel 0: could give me a minute or two. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. Thank you. Thank you so much for patiently waiting on the line, Marlon.\n\nChannel 1: Yep. Yep.\n\nChannel 0: Okay. So due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract. Just kindly confirm, when are you going to have it canceled? Today? That way, endorse it to our technical team.\n\nChannel 1: No. Not today. When is the cutoff normally when I pay the invoice? The last invoice?\n\nChannel 0: Yeah. Technically, the last invoice that you paid covered your full month of March. So if you would like to have it canceled, I would suggest we can do it one moment. Let me just check the calendar here. Okay?\n\nBecause\n\nChannel 1: Yes.\n\nChannel 0: our billing process is, every first. So all active account, will be, generated a new invoice for April every first. So we can schedule it, if it's okay with you, the twenty seventh of the month.\n\nChannel 1: Yeah. '27.\n\nChannel 0: That would\n\nChannel 1: That's\n\nChannel 0: be\n\nChannel 1: fine.\n\nChannel 0: fine.\n\nChannel 1: Yeah. So it's it's\n\nChannel 0: Alright.\n\nChannel 1: for the cutoff. At least it's paid. Or I I need to pay\n\nChannel 0: Yeah.\n\nChannel 1: that, or it's already paid.\n\nChannel 0: The March has been paid. So, technically, we have to deactivate your account before\n\nChannel 1: Okay.\n\nChannel 0: end of the month. That way, we could\n\nChannel 1: Yeah.\n\nChannel 0: avoid recurring invoice for next\n\nChannel 1: Yeah.\n\nChannel 0: month.\n\nChannel 1: Yeah. That will be\n\nChannel 0: Alright?\n\nChannel 1: great. Yeah.\n\nChannel 0: So 27 will do. Right?\n\nChannel 1: Quite a certain. Yes. That's\n\nChannel 0: Okay. I'm sure, Marlon. This will be noted. So, usually,\n\nChannel 1: yeah.\n\nChannel 0: we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email. It's the same. Right? Marlon\n\nChannel 1: Yep.\n\nChannel 0: lascano@gmail.com.\n\nChannel 1: That's right. Yes.\n\nChannel 0: Alright. Thank you. So if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation.\n\nChannel 1: Yeah. Appreciate that.\n\nChannel 0: Okay. You're welcome. It's my pleasure to talk to you today. Anything else that I may help you?\n\nChannel 1: Only that. That's all good.\n\nChannel 0: Okay.\n\nChannel 1: Thank you.\n\nChannel 0: Perfect.\n\nChannel 1: Have a nice\n\nChannel 0: You're welcome.\n\nChannel 1: day. Thank you.\n\nChannel 0: You do the same, and please be safe always. Bye bye.\n\nChannel 1: Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.12,"sentiment":"neutral","sentiment_score":0.2546122074127197},{"text":"Good afternoon.","start":1.12,"end":1.86,"sentiment":"positive","sentiment_score":0.449828177690506},{"text":"Thank you so much for calling your account.","start":1.92,"end":4.1,"sentiment":"positive","sentiment_score":0.7034541666507721},{"text":"How may I help you today?","start":4.24,"end":5.62,"sentiment":"positive","sentiment_score":0.5920350650946299}],"sentiment":"positive","sentiment_score":0.6078889580333934,"channel":0,"num_words":17,"start":0.79999995,"end":5.62},{"sentences":[{"text":"Hi.","start":6.24,"end":6.48,"sentiment":"neutral","sentiment_score":0.05432264506816864},{"text":"Good afternoon.","start":6.48,"end":7.2,"sentiment":"neutral","sentiment_score":0.11272749304771423},{"text":"This is Marla.","start":7.2,"end":8.74,"sentiment":"neutral","sentiment_score":0.03992623401184877},{"text":"I'm just calling to inquire regarding my bank, my account.","start":10.0,"end":15.545,"sentiment":"neutral","sentiment_score":-0.014525830000638961},{"text":"So I want to terminate this and what will be the process.","start":15.924999,"end":20.505,"sentiment":"neutral","sentiment_score":-0.039789401926100254}],"sentiment":"neutral","sentiment_score":-0.007970528211444616,"channel":1,"num_words":28,"start":6.24,"end":20.505},{"sentences":[{"text":"Hi.","start":21.625,"end":21.945,"sentiment":"neutral","sentiment_score":0.14688920974731445},{"text":"Nice to have you on the line, Marlon.","start":21.945,"end":24.285,"sentiment":"positive","sentiment_score":0.49716658145189285},{"text":"Let me just go ahead and pull out your account.","start":24.345,"end":26.765,"sentiment":"neutral","sentiment_score":0.23086456954479218},{"text":"Kindly confirm your birthday and the full name as it appears on your Airtel AU account.","start":27.3,"end":34.04,"sentiment":"neutral","sentiment_score":0.14243378909304738}],"sentiment":"neutral","sentiment_score":0.24890880520854677,"channel":0,"num_words":35,"start":21.625,"end":34.04},{"sentences":[{"text":"I don't my Erika AU account.","start":36.77,"end":38.93,"sentiment":"neutral","sentiment_score":-0.06855574374397595},{"text":"Full name is Marlon Ascano.","start":38.93,"end":41.755,"sentiment":"neutral","sentiment_score":0.004667370673269033},{"text":"Birthday, 05/24/1977.","start":41.755,"end":44.255,"sentiment":"neutral","sentiment_score":0.0031301291892305017}],"sentiment":"neutral","sentiment_score":-0.029364411593773045,"channel":1,"num_words":13,"start":36.77,"end":44.255},{"sentences":[{"text":"May okay.","start":45.825,"end":46.785,"sentiment":"neutral","sentiment_score":0.11507079750299454},{"text":"Thank you so much.","start":46.785,"end":48.085003,"sentiment":"positive","sentiment_score":0.5091153457760811},{"text":"Let","start":48.545002,"end":48.785,"sentiment":"neutral","sentiment_score":0.20871935784816745}],"sentiment":"positive","sentiment_score":0.35361747656549725,"channel":0,"num_words":7,"start":45.825,"end":48.785},{"sentences":[{"text":"Yes.","start":48.555,"end":49.055,"sentiment":"neutral","sentiment_score":0.13645073771476746}],"sentiment":"neutral","sentiment_score":0.13645073771476746,"channel":1,"num_words":1,"start":48.555,"end":49.055},{"sentences":[{"text":"me just go over to your account here, Marlon.","start":48.785,"end":51.605003,"sentiment":"neutral","sentiment_score":0.11834203451871872},{"text":"Just bear with me.","start":51.665,"end":52.885002,"sentiment":"neutral","sentiment_score":0.08242666348814964}],"sentiment":"neutral","sentiment_score":0.10729115112469746,"channel":0,"num_words":13,"start":48.785,"end":52.885002},{"sentences":[{"text":"Yes.","start":53.355,"end":53.855,"sentiment":"neutral","sentiment_score":0.032822638750076294}],"sentiment":"neutral","sentiment_score":0.032822638750076294,"channel":1,"num_words":1,"start":53.355,"end":53.855},{"sentences":[{"text":"Okay.","start":54.865,"end":55.365,"sentiment":"neutral","sentiment_score":0.003832358866930008},{"text":"So as per our record, I'm showing here that your account is locked in for twelve months contract.","start":56.04,"end":63.26,"sentiment":"neutral","sentiment_score":-0.0717411922911803},{"text":"So, technically, if you will be terminating the service within the contract period, you will be needing to pay the cancellation fee of 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are you going to have it canceled?","start":495.175,"end":500.075,"sentiment":"neutral","sentiment_score":-0.0070610090412876825},{"text":"Today?","start":500.135,"end":500.635,"sentiment":"neutral","sentiment_score":0.008364005014300346},{"text":"That way, endorse it to our technical team.","start":500.855,"end":505.74,"sentiment":"neutral","sentiment_score":-0.00011638645082712173}],"sentiment":"neutral","sentiment_score":-0.11505858437614698,"channel":0,"num_words":51,"start":479.9,"end":505.74},{"sentences":[{"text":"No.","start":506.805,"end":507.125,"sentiment":"neutral","sentiment_score":-0.13045549392700195},{"text":"Not today.","start":507.125,"end":507.765,"sentiment":"neutral","sentiment_score":-0.1318308785557747},{"text":"When is the cutoff normally when I pay the invoice?","start":507.765,"end":511.87,"sentiment":"neutral","sentiment_score":-0.09389318600296974},{"text":"The last invoice?","start":512.17,"end":513.15,"sentiment":"neutral","sentiment_score":-0.054879101614157356}],"sentiment":"neutral","sentiment_score":-0.09360540099442005,"channel":1,"num_words":16,"start":506.805,"end":513.15},{"sentences":[{"text":"Yeah.","start":513.8,"end":514.2,"sentiment":"neutral","sentiment_score":-0.04334794729948044},{"text":"Technically, the last invoice that you paid covered your full month of March.","start":514.2,"end":521.565,"sentiment":"neutral","sentiment_score":-0.0882142295057957},{"text":"So if you would like to have it canceled, I would suggest we can do it one moment.","start":522.42505,"end":529.54504,"sentiment":"neutral","sentiment_score":-0.0724833704945114},{"text":"Let me just check the calendar 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account, will be, generated a new invoice for April every first.","start":536.4,"end":546.9,"sentiment":"neutral","sentiment_score":-0.0025418555097920553},{"text":"So we can schedule it, if it's okay with you, the twenty seventh of the month.","start":548.73505,"end":554.91504,"sentiment":"neutral","sentiment_score":0.003047019272344187}],"sentiment":"neutral","sentiment_score":-0.00001067620339906878,"channel":0,"num_words":36,"start":532.96,"end":554.91504},{"sentences":[{"text":"Yeah.","start":554.875,"end":555.27496,"sentiment":"neutral","sentiment_score":0.006119005847722292},{"text":"'27.","start":555.27496,"end":556.235,"sentiment":"neutral","sentiment_score":0.0003271463792771101}],"sentiment":"neutral","sentiment_score":0.003223076113499701,"channel":1,"num_words":2,"start":554.875,"end":556.235},{"sentences":[{"text":"That 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next","start":574.35,"end":577.60504,"sentiment":"neutral","sentiment_score":-0.07348843589425087}],"sentiment":"neutral","sentiment_score":-0.07348843589425087,"channel":0,"num_words":5,"start":574.35,"end":577.60504},{"sentences":[{"text":"Yeah.","start":577.44,"end":577.94,"sentiment":"neutral","sentiment_score":-0.03743123263120651}],"sentiment":"neutral","sentiment_score":-0.03743123263120651,"channel":1,"num_words":1,"start":577.44,"end":577.94},{"sentences":[{"text":"month.","start":577.60504,"end":578.10504,"sentiment":"neutral","sentiment_score":-0.016533110290765762}],"sentiment":"neutral","sentiment_score":-0.016533110290765762,"channel":0,"num_words":1,"start":577.60504,"end":578.10504},{"sentences":[{"text":"Yeah.","start":578.48004,"end":578.88,"sentiment":"neutral","sentiment_score":0.02693679928779602},{"text":"That will 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do.","start":580.16504,"end":581.765,"sentiment":"neutral","sentiment_score":0.05321487504988909},{"text":"Right?","start":581.765,"end":582.265,"sentiment":"neutral","sentiment_score":0.022361362352967262}],"sentiment":"neutral","sentiment_score":0.047044172510504724,"channel":0,"num_words":5,"start":580.16504,"end":582.265},{"sentences":[{"text":"Quite a certain.","start":582.685,"end":583.565,"sentiment":"neutral","sentiment_score":0.013347799268861612},{"text":"Yes.","start":583.565,"end":583.805,"sentiment":"neutral","sentiment_score":0.03964614123106003},{"text":"That's","start":583.805,"end":584.125,"sentiment":"neutral","sentiment_score":0.04234076663851738}],"sentiment":"neutral","sentiment_score":0.02440606113523245,"channel":1,"num_words":5,"start":582.685,"end":584.125},{"sentences":[{"text":"Okay.","start":584.085,"end":584.405,"sentiment":"neutral","sentiment_score":0.04414893314242363},{"text":"I'm sure, Marlon.","start":584.405,"end":585.365,"sentiment":"neutral","sentiment_score":0.043467445919911064},{"text":"This will be noted.","start":585.365,"end":586.505,"sentiment":"neutral","sentiment_score":0.04039354296401143},{"text":"So, usually,","start":586.885,"end":587.685,"sentiment":"neutral","sentiment_score":0.03288831003010273}],"sentiment":"neutral","sentiment_score":0.0401902062818408,"channel":0,"num_words":10,"start":584.085,"end":587.685},{"sentences":[{"text":"yeah.","start":587.32495,"end":587.82495,"sentiment":"neutral","sentiment_score":0.030991924926638603}],"sentiment":"neutral","sentiment_score":0.030991924926638603,"channel":1,"num_words":1,"start":587.32495,"end":587.82495},{"sentences":[{"text":"we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email.","start":587.685,"end":598.27,"sentiment":"neutral","sentiment_score":0.04079559063982396},{"text":"It's the same.","start":598.27,"end":598.91003,"sentiment":"neutral","sentiment_score":0.0508982352912426},{"text":"Right?","start":598.91003,"end":599.41003,"sentiment":"neutral","sentiment_score":0.0436607226729393},{"text":"Marlon","start":599.55,"end":600.05,"sentiment":"neutral","sentiment_score":0.02887006662786007}],"sentiment":"neutral","sentiment_score":0.041612803792724244,"channel":0,"num_words":26,"start":587.685,"end":600.05},{"sentences":[{"text":"Yep.","start":599.68005,"end":600.18005,"sentiment":"neutral","sentiment_score":0.024651065468788147}],"sentiment":"neutral","sentiment_score":0.024651065468788147,"channel":1,"num_words":1,"start":599.68005,"end":600.18005},{"sentences":[{"text":"lascano@gmail.com.","start":600.11,"end":602.13,"sentiment":"neutral","sentiment_score":0.023554250597953796}],"sentiment":"neutral","sentiment_score":0.023554250597953796,"channel":0,"num_words":1,"start":600.11,"end":602.13},{"sentences":[{"text":"That's right.","start":602.48004,"end":603.36005,"sentiment":"neutral","sentiment_score":0.06611112877726555},{"text":"Yes.","start":603.36005,"end":603.86005,"sentiment":"neutral","sentiment_score":0.08179338276386261}],"sentiment":"neutral","sentiment_score":0.0713385467727979,"channel":1,"num_words":3,"start":602.48004,"end":603.86005},{"sentences":[{"text":"Alright.","start":603.79004,"end":604.245,"sentiment":"neutral","sentiment_score":0.11859826743602753},{"text":"Thank you.","start":604.325,"end":604.645,"sentiment":"neutral","sentiment_score":0.2090001404285431},{"text":"So if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation.","start":604.645,"end":611.705,"sentiment":"neutral","sentiment_score":-0.0187842475081032}],"sentiment":"neutral","sentiment_score":0.004933804124593735,"channel":0,"num_words":25,"start":603.79004,"end":611.705},{"sentences":[{"text":"Yeah.","start":612.885,"end":613.365,"sentiment":"neutral","sentiment_score":0.09767702221870422},{"text":"Appreciate that.","start":613.365,"end":614.425,"sentiment":"neutral","sentiment_score":0.2423318773508072}],"sentiment":"neutral","sentiment_score":0.19411359230677286,"channel":1,"num_words":3,"start":612.885,"end":614.425},{"sentences":[{"text":"Okay.","start":614.245,"end":614.745,"sentiment":"neutral","sentiment_score":0.19997850060462952},{"text":"You're welcome.","start":614.96497,"end":615.685,"sentiment":"positive","sentiment_score":0.38199499249458313},{"text":"It's my pleasure to talk to you today.","start":615.685,"end":617.705,"sentiment":"positive","sentiment_score":0.6001812666654587},{"text":"Anything else that I may help you?","start":617.765,"end":620.025,"sentiment":"neutral","sentiment_score":0.24498698541096278}],"sentiment":"positive","sentiment_score":0.41557375093301135,"channel":0,"num_words":18,"start":614.245,"end":620.025},{"sentences":[{"text":"Only that.","start":620.885,"end":621.52496,"sentiment":"neutral","sentiment_score":0.20599315315485},{"text":"That's all good.","start":621.52496,"end":622.505,"sentiment":"positive","sentiment_score":0.4033602873484294}],"sentiment":"neutral","sentiment_score":0.3244134336709976,"channel":1,"num_words":5,"start":620.885,"end":622.505},{"sentences":[{"text":"Okay.","start":622.47003,"end":622.97003,"sentiment":"neutral","sentiment_score":0.2669806480407715}],"sentiment":"neutral","sentiment_score":0.2669806480407715,"channel":0,"num_words":1,"start":622.47003,"end":622.97003},{"sentences":[{"text":"Thank you.","start":622.64496,"end":623.385,"sentiment":"positive","sentiment_score":0.4155987948179245}],"sentiment":"positive","sentiment_score":0.4155987948179245,"channel":1,"num_words":2,"start":622.64496,"end":623.385},{"sentences":[{"text":"Perfect.","start":623.03,"end":623.53,"sentiment":"positive","sentiment_score":0.4916132092475891}],"sentiment":"positive","sentiment_score":0.4916132092475891,"channel":0,"num_words":1,"start":623.03,"end":623.53},{"sentences":[{"text":"Have a nice","start":623.52496,"end":624.165,"sentiment":"positive","sentiment_score":0.4610673288504283}],"sentiment":"positive","sentiment_score":0.4610673288504283,"channel":1,"num_words":3,"start":623.52496,"end":624.165},{"sentences":[{"text":"You're welcome.","start":623.91003,"end":624.65,"sentiment":"positive","sentiment_score":0.3930101692676544}],"sentiment":"positive","sentiment_score":0.3930101692676544,"channel":0,"num_words":2,"start":623.91003,"end":624.65},{"sentences":[{"text":"day.","start":624.165,"end":624.485,"sentiment":"neutral","sentiment_score":0.32936233282089233},{"text":"Thank you.","start":624.485,"end":625.1609,"sentiment":"positive","sentiment_score":0.3717217892408371}],"sentiment":"positive","sentiment_score":0.35760197043418884,"channel":1,"num_words":3,"start":624.165,"end":625.1609},{"sentences":[{"text":"You do the same, and please be safe always.","start":624.95,"end":627.45,"sentiment":"positive","sentiment_score":0.5934867660204569},{"text":"Bye bye.","start":627.67,"end":628.41003,"sentiment":"positive","sentiment_score":0.3595066964626312}],"sentiment":"positive","sentiment_score":0.5509449351917614,"channel":0,"num_words":11,"start":624.95,"end":628.41003},{"sentences":[{"text":"Thank you.","start":628.6009,"end":629.3409,"sentiment":"positive","sentiment_score":0.3699553571641445}],"sentiment":"positive","sentiment_score":0.3699553571641445,"channel":1,"num_words":2,"start":628.6009,"end":629.3409}]},"summary":{"result":"success","short":"The customer, Mar Leon, is calling to terminate their service due to issues with their phone network. The agent informs Mar Leon that their account is locked for 12 months and that they will need to pay the cancellation fee of $132. The agent also explains that the customer's account is still investigating and the technical team is working on it. The agent suggests scheduling a cancellation for April 27th and advises the customer to check their email for a cancellation confirmation."},"intents":{"segments":[{"text":"This is Marla. I'm just calling to inquire regarding my bank, my account. So I want to terminate this and what will be the process. Hi.","start_word":20,"end_word":45,"intents":[{"intent":"Inquire about bank and account termination","confidence_score":0.0002130765}]},{"text":"Let me just go ahead and check over your account, and let me see what I can do, Marlon. If you Yes. could give me a minute or two. Okay?","start_word":648,"end_word":677,"intents":[{"intent":"Request assistance","confidence_score":0.029382333}]},{"text":"So due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract. Just kindly confirm, when are you going to have it canceled? Today?","start_word":696,"end_word":737,"intents":[{"intent":"Cancel fee and confirm cancellation time","confidence_score":0.00003504293}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2546122074127197},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6187886595726013},{"text":"Hi. Good afternoon. This is Marla. I'm just calling to inquire regarding my bank, my account. So I want to terminate this and what will be the process. Hi.","start_word":17,"end_word":45,"sentiment":"neutral","sentiment_score":0.005742290057241917},{"text":"Nice to have you on the line, Marlon.","start_word":46,"end_word":53,"sentiment":"positive","sentiment_score":0.5097553730010986},{"text":"Let me just go ahead and pull out your account. Kindly confirm your birthday and the full name as it appears on your Airtel AU account. I don't my Erika AU account. Full name is Marlon Ascano. Birthday, 05/24/1977. May okay.","start_word":54,"end_word":94,"sentiment":"neutral","sentiment_score":0.08191663026809692},{"text":"Thank you so much.","start_word":95,"end_word":98,"sentiment":"positive","sentiment_score":0.5080410242080688},{"text":"Let Yes. me just go over to your account here, Marlon. Just bear with me. Yes. Okay. So as per our record, I'm showing here that your account is locked in for twelve months contract. So, technically, if you will be terminating the service within the contract period, you will be needing to pay the cancellation fee of $132. Yeah. Because And, because I do yeah. see on here that, your contract will end two months from today, will be May. And when are you going to request to cancel your service? I'm requesting to cancel it because the latest I think you did some upgrade recently with the Internet. And Oh, the I'm g having, g o I p. yeah, I'm having issue connecting working from home with my office network.","start_word":99,"end_word":230,"sentiment":"neutral","sentiment_score":-0.10382213443517684},{"text":"It's not allowing me.","start_word":231,"end_word":234,"sentiment":"negative","sentiment_score":-0.3850129246711731},{"text":"I'm only using my mobile Internet for Mm-mm. for Oh. one week now. Even my Netflix, I can't use them. It's Oh, prompting. I'm Actually, so sorry I can't to I hear. can't use the Internet. That's why I want to disconnect it. Yeah. And So, technically, you do have the Internet, but it's not usable because of the GeoIP ongoing Yeah. issue. Right? Yeah. Because as per our we do apologize for that prolonged inconvenience. But just to share, as per our tech department as this stage, they are still doing the investigation in reference with the issue because last week, they said the GOIP has been put back to Australia. But there are some account which includes, I think, your account that doesn't have the access yet to their channels and streaming, something like that. Right? Including the regular app that you're using in a databases is blocked? Yeah. I'm not not using the Internet on my phone app because my phone Mm-mm. have its own plan, Mm-mm. a different provider.","start_word":235,"end_word":407,"sentiment":"neutral","sentiment_score":-0.17039428013942146},{"text":"My problem is not the message. It's the work. It's causing me some issue, and I can't work at home, meaning I can't I have to go travel. It's costing me money, and it's causing me inconvenience for a week now.","start_word":408,"end_word":448,"sentiment":"negative","sentiment_score":-0.49905556440353394},{"text":"If it's not just work, I don't mind. If it's what watching streaming movies, that's fine. I can wait for that. But it's a work related issue that's been affected now. Yeah. I'm so sorry to hear about this. But, yeah, they they don't have the estimated time frame yet because they said they're still doing the further investigation about some accounts with still having a JOIP issue. So I get what you were trying to say that Yes. you're using the service for work because you Yep. work from home, and then you're not able to use it to access your tools. Right? Yes. Yep. I already Oh, checked okay. with our IT, and they already traced the issue. It's it's in the network. So because the laptop's confusing. This company laptop, I work in the government. The security with the government is quite strict, and they say that it's the network that's causing the issue. So I understand that. with that, that's why I want to go for disconnection and get a different provider who can make my Internet work, but I still me I still need to pay the cancellation even if it's not my fault. Let me just go ahead and check over your account, and let me see what I can do, Marlon. If you Yes. could give me a minute or two. Okay? Yeah. Alright.","start_word":449,"end_word":679,"sentiment":"neutral","sentiment_score":-0.14939799904823303},{"text":"Thank you. Thank you so much for patiently waiting on the line, Marlon.","start_word":680,"end_word":692,"sentiment":"positive","sentiment_score":0.4789254069328308},{"text":"Yep. Yep. Okay. So due to this ongoing GOIP issues and circumstances, sure, we will not go ahead and invoice you for the cancellation fee even your account is under twelve month contract. Just kindly confirm, when are you going to have it canceled? Today? That way, endorse it to our technical team. No. Not today. When is the cutoff normally when I pay the invoice? The last invoice? Yeah. Technically, the last invoice that you paid covered your full month of March. So if you would like to have it canceled, I would suggest we can do it one moment. Let me just check the calendar here. Okay? Because Yes. our billing process is, every first. So all active account, will be, generated a new invoice for April every first. So we can schedule it, if it's okay with you, the twenty seventh of the month. Yeah. '27. That would That's be fine. fine. Yeah. So it's it's Alright. for the cutoff. At least it's paid. Or I I need to pay Yeah. that, or it's already paid. The March has been paid. So, technically, we have to deactivate your account before Okay. end of the month. That way, we could Yeah. avoid recurring invoice for next Yeah. month. Yeah. That will be Alright? great. Yeah. So 27 will do. Right? Quite a certain. Yes. That's Okay. I'm sure, Marlon. This will be noted. So, usually, yeah. we're processing cancellation during morning, So expect a email cancellation confirmation on the twenty seventh of this month through your email. It's the same. Right? Marlon Yep. lascano@gmail.com. That's right. Yes. Alright. Thank you. So if you did not receive it through inbox, check to your spam folder, but reassured, you will receive the email cancellation. Yeah. Appreciate that. Okay.","start_word":693,"end_word":990,"sentiment":"neutral","sentiment_score":-0.014358324245643496},{"text":"You're welcome. It's my pleasure to talk to you today.","start_word":991,"end_word":1000,"sentiment":"positive","sentiment_score":0.5103773474693298},{"text":"Anything else that I may help you? Only that.","start_word":1001,"end_word":1009,"sentiment":"neutral","sentiment_score":0.23381194472312927},{"text":"That's all good.","start_word":1010,"end_word":1012,"sentiment":"positive","sentiment_score":0.38637304306030273},{"text":"Okay.","start_word":1013,"end_word":1013,"sentiment":"neutral","sentiment_score":0.2669806480407715},{"text":"Thank you. Perfect. Have a nice You're welcome.","start_word":1014,"end_word":1021,"sentiment":"positive","sentiment_score":0.4273749887943268},{"text":"day.","start_word":1022,"end_word":1022,"sentiment":"neutral","sentiment_score":0.32936233282089233},{"text":"Thank you. You do the same, and please be safe always. Bye bye. Thank you.","start_word":1023,"end_word":1037,"sentiment":"positive","sentiment_score":0.5395345211029052}],"average":{"sentiment":"neutral","sentiment_score":-0.054805798877311435}}}}