{"metadata":{"transaction_key":"deprecated","request_id":"01a0d69f-2d99-7593-ab77-7e5005f4b6af","sha256":"8d62819472d202a99a8d7d1ac824418771df5cbca5c39d8e70f383c796aa1418","created":"2026-09-25T03:32:34.199Z","duration":1451.1599,"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":1760,"output_tokens":113},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1901,"output_tokens":1905},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1901,"output_tokens":110}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Kiefer. My name is Melissa. I'm calling from Airtel Australia. So I'm reaching out in reference to a transaction that we need to reconcile. However, since from our ANC portal, only provides access to transaction records for the most recent one hundred twenty days, and what we are looking for is the transaction way back January thirty of this year. Yeah. Yeah. Actually, we have two amounts, and I have also the invoices. It shows LNIN1 01062. Amount is $2,780.34. And then the Gotcha. That's correct. And then the other one is l n I n one 01063. Amount is $900 even. Yes. That is correct. If you could provide us any, remittance advice, bank confirmation, or official proof of payment that we sent this settlement to Linham Network. Yeah. I do have the partner ID 85 735. Got it. Thank you so much for your assistance. Have a great day. Got it. Thank you so much. Yes. That is correct. Nice to have you in the line, Jade. Yes. That is right. Yes. I confirm. Correct. Correct. Yes. That is correct. As long as the statement or the bank confirmation reflects these two transactions. Yes. If our record's right, it's done with the same day, 01/30/2026. Thank you. Oh, okay. Any other dates that show this amount? Yeah. We can go ahead if you could find the check between January 1 to the end of January, these two amounts. Yes. Yes. Yes. $900 even. Okay. So how about February? Yes. Until the end. Yeah. I'm so sorry, but that is the details that I can provide. As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end. Okay. Would you mind giving me a minute, sir, while I place you on hold? Let me just check further details here. Thank you. Thank you so much for staying on the line, Steve. So, yeah, sadly, we're unable to provide any specific details besides from the amount and the invoice number. But would it be possible to send us a copy of complete transactions record for the month of July and February this year? Oh, I'm so sorry. January and February. Mhmm. Oh, okay. Sure. Sure. No rush. Thank you. Baggett. You're welcome. Go ahead, please. Thank you. 06289229. Okay. Thank you. So just to summarize this, we'll be expecting the requested transaction statement January and February within two to three business days via email. Mhmm. Yes. All the charges. Got it. Thank you so much. That's all for me. I appreciate your time and assistance today. You do the same. Thank you. 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Kiefer. My name is Melissa. I'm calling from Airtel Australia. So I'm reaching out in reference to a transaction that we need to reconcile. However, since from our ANC portal, only provides access to transaction records for the most recent one hundred twenty days, and what we are looking for is the transaction way back January thirty of this year.\n\nYeah. Yeah. Actually, we have two amounts, and I have also the invoices. It shows LNIN1 01062. Amount is $2,780.34.\n\nAnd then the Gotcha. That's correct. And then the other one is l n I n one 01063. Amount is $900 even. Yes.\n\nThat is correct. If you could provide us any, remittance advice, bank confirmation, or official proof of payment that we sent this settlement to Linham Network. Yeah. I do have the partner ID 85 735. Got it.\n\nThank you so much for your assistance. Have a great day. Got it. Thank you so much. Yes.\n\nThat is correct. Nice to have you in the line, Jade. Yes. That is right. Yes.\n\nI confirm. Correct. Correct. Yes. That is correct.\n\nAs long as the statement or the bank confirmation reflects these two transactions. Yes. If our record's right, it's done with the same day, 01/30/2026. Thank you. Oh, okay.\n\nAny other dates that show this amount? Yeah. We can go ahead if you could find the check between January 1 to the end of January, these two amounts. Yes. Yes.\n\nYes. $900 even. Okay. So how about February? Yes.\n\nUntil the end. Yeah. I'm so sorry, but that is the details that I can provide. As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end. Okay.\n\nWould you mind giving me a minute, sir, while I place you on hold? Let me just check further details here. Thank you. Thank you so much for staying on the line, Steve. So, yeah, sadly, we're unable to provide any specific details besides from the amount and the invoice number.\n\nBut would it be possible to send us a copy of complete transactions record for the month of July and February this year? Oh, I'm so sorry. January and February. Mhmm. Oh, okay.\n\nSure. Sure. No rush. Thank you. Baggett.\n\nYou're welcome. Go ahead, please. Thank you. 06289229. Okay.\n\nThank you. So just to summarize this, we'll be expecting the requested transaction statement January and February within two to three business days via email. Mhmm. Yes. All the charges.\n\nGot it. Thank you so much. That's all for me. I appreciate your time and assistance today. You do the same.\n\nThank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi, Kiefer.","start":125.075,"end":125.895,"sentiment":"neutral","sentiment_score":0.07377849891781807},{"text":"My name is Melissa.","start":125.954994,"end":127.09499,"sentiment":"neutral","sentiment_score":0.06859993934631348},{"text":"I'm calling from Airtel Australia.","start":127.235,"end":129.255,"sentiment":"neutral","sentiment_score":0.04407234899699688},{"text":"So I'm reaching out in reference to a transaction that we need to reconcile.","start":133.235,"end":138.215,"sentiment":"neutral","sentiment_score":-0.056126141654593606},{"text":"However, since from our ANC portal, only provides access to transaction records for the most recent one hundred twenty days, and what we are looking for is the transaction way back January thirty of this year.","start":139.12,"end":154.855,"sentiment":"neutral","sentiment_score":-0.09799795308046871}],"sentiment":"neutral","sentiment_score":-0.06018645563697229,"num_words":61,"start":125.075,"end":154.855},{"sentences":[{"text":"Yeah.","start":155.715,"end":156.215,"sentiment":"neutral","sentiment_score":-0.010673193261027336},{"text":"Yeah.","start":162.595,"end":162.915,"sentiment":"neutral","sentiment_score":0.02271738462150097},{"text":"Actually, we have two amounts, and I have also the invoices.","start":162.915,"end":167.735,"sentiment":"neutral","sentiment_score":0.009913749992847443},{"text":"It shows LNIN1 01062.","start":168.6,"end":176.46,"sentiment":"neutral","sentiment_score":-0.0011618202552199364},{"text":"Amount is $2,780.34.","start":176.76,"end":181.98,"sentiment":"neutral","sentiment_score":-0.0074464921684314804}],"sentiment":"neutral","sentiment_score":0.0047054341877810655,"num_words":20,"start":155.715,"end":181.98},{"sentences":[{"text":"And then the Gotcha.","start":183.485,"end":186.065,"sentiment":"neutral","sentiment_score":0.010005702963098884},{"text":"That's correct.","start":189.565,"end":190.305,"sentiment":"neutral","sentiment_score":0.12248705327510834},{"text":"And then the other one is l n I n one 01063.","start":190.845,"end":197.04,"sentiment":"neutral","sentiment_score":0.07067465875297785},{"text":"Amount is $900 even.","start":197.04,"end":199.7,"sentiment":"neutral","sentiment_score":0.005725428462028503},{"text":"Yes.","start":218.095,"end":218.57501,"sentiment":"neutral","sentiment_score":0.11355382204055786}],"sentiment":"neutral","sentiment_score":0.05519775475334862,"num_words":23,"start":183.485,"end":218.57501},{"sentences":[{"text":"That is correct.","start":218.57501,"end":219.375,"sentiment":"neutral","sentiment_score":0.18121238549550375},{"text":"If you could provide us any, remittance advice, bank confirmation, or official proof of payment that we sent this settlement to Linham Network.","start":219.375,"end":230.73,"sentiment":"neutral","sentiment_score":0.05534076917430629},{"text":"Yeah.","start":240.365,"end":240.52501,"sentiment":"neutral","sentiment_score":0.01871408149600029},{"text":"I do have the partner ID 85 735.","start":240.52501,"end":244.785,"sentiment":"neutral","sentiment_score":0.019422713317908347},{"text":"Got it.","start":262.69998,"end":263.25998,"sentiment":"neutral","sentiment_score":0.12147404998540878}],"sentiment":"neutral","sentiment_score":0.06036537122988218,"num_words":37,"start":218.57501,"end":263.25998},{"sentences":[{"text":"Thank you so much for your assistance.","start":263.25998,"end":265.19998,"sentiment":"positive","sentiment_score":0.46372176493917194},{"text":"Have a great day.","start":265.58,"end":266.72,"sentiment":"positive","sentiment_score":0.5069645643234253},{"text":"Got it.","start":413.545,"end":414.185,"sentiment":"neutral","sentiment_score":0.24412140995264053},{"text":"Thank you so much.","start":414.185,"end":415.325,"sentiment":"positive","sentiment_score":0.5470624268054962},{"text":"Yes.","start":423.34998,"end":423.66998,"sentiment":"neutral","sentiment_score":0.11666008085012436}],"sentiment":"positive","sentiment_score":0.44817017888029415,"num_words":18,"start":263.25998,"end":423.66998},{"sentences":[{"text":"That is correct.","start":423.66998,"end":424.47,"sentiment":"neutral","sentiment_score":0.21057048439979553},{"text":"Nice to have you in the line, Jade.","start":424.47,"end":426.25,"sentiment":"positive","sentiment_score":0.5440727360546589},{"text":"Yes.","start":439.585,"end":439.985,"sentiment":"neutral","sentiment_score":0.08005727827548981},{"text":"That is right.","start":439.985,"end":440.885,"sentiment":"neutral","sentiment_score":0.15652567644913992},{"text":"Yes.","start":453.71997,"end":454.12,"sentiment":"neutral","sentiment_score":0.0591389462351799}],"sentiment":"positive","sentiment_score":0.3495666622184217,"num_words":16,"start":423.66998,"end":454.12},{"sentences":[{"text":"I confirm.","start":454.12,"end":454.86,"sentiment":"neutral","sentiment_score":0.04502221196889877},{"text":"Correct.","start":455.0,"end":455.5,"sentiment":"neutral","sentiment_score":0.06321243941783905},{"text":"Correct.","start":461.29498,"end":461.79498,"sentiment":"neutral","sentiment_score":0.19815963506698608},{"text":"Yes.","start":480.66998,"end":481.15,"sentiment":"neutral","sentiment_score":0.22380295395851135},{"text":"That is correct.","start":481.15,"end":482.13,"sentiment":"positive","sentiment_score":0.35001087188720703}],"sentiment":"neutral","sentiment_score":0.2031565085053444,"num_words":8,"start":454.12,"end":482.13},{"sentences":[{"text":"As long as the statement or the bank confirmation reflects these two transactions.","start":482.50998,"end":490.21,"sentiment":"neutral","sentiment_score":0.23826242983341217},{"text":"Yes.","start":496.48502,"end":496.98502,"sentiment":"neutral","sentiment_score":0.16081398725509644},{"text":"If our record's right, it's done with the same day, 01/30/2026.","start":497.125,"end":503.865,"sentiment":"neutral","sentiment_score":0.1716024618257176},{"text":"Thank you.","start":507.29,"end":508.03,"sentiment":"positive","sentiment_score":0.45648957788944244},{"text":"Oh, okay.","start":527.01495,"end":527.83496,"sentiment":"neutral","sentiment_score":-0.043452960439026356}],"sentiment":"neutral","sentiment_score":0.2059284789680407,"num_words":29,"start":482.50998,"end":527.83496},{"sentences":[{"text":"Any other dates that show this amount?","start":528.375,"end":531.035,"sentiment":"neutral","sentiment_score":-0.04855665165398802},{"text":"Yeah.","start":544.605,"end":544.925,"sentiment":"neutral","sentiment_score":0.022138793021440503},{"text":"We can go ahead if you could find the check between January 1 to the end of January, these two amounts.","start":544.925,"end":555.105,"sentiment":"neutral","sentiment_score":0.04633225305449395},{"text":"Yes.","start":563.16003,"end":563.66003,"sentiment":"neutral","sentiment_score":-0.0021680407226085663},{"text":"Yes.","start":589.11,"end":589.61,"sentiment":"neutral","sentiment_score":-0.0006146803498268127}],"sentiment":"neutral","sentiment_score":0.021046349177918127,"num_words":31,"start":528.375,"end":589.61},{"sentences":[{"text":"Yes.","start":610.0,"end":610.32,"sentiment":"neutral","sentiment_score":0.0023584915325045586},{"text":"$900 even.","start":610.32,"end":611.86005,"sentiment":"neutral","sentiment_score":-0.0403931699693203},{"text":"Okay.","start":622.24005,"end":622.64,"sentiment":"neutral","sentiment_score":-0.06554526090621948},{"text":"So how about February?","start":622.64,"end":629.705,"sentiment":"neutral","sentiment_score":-0.03141934797167778},{"text":"Yes.","start":630.16504,"end":630.66504,"sentiment":"neutral","sentiment_score":-0.005276043433696032}],"sentiment":"neutral","sentiment_score":-0.03054739384808474,"num_words":9,"start":610.0,"end":630.66504},{"sentences":[{"text":"Until the end.","start":633.365,"end":634.585,"sentiment":"neutral","sentiment_score":-0.03682247797648112},{"text":"Yeah.","start":677.58,"end":677.9,"sentiment":"neutral","sentiment_score":-0.131964311003685},{"text":"I'm so sorry, but that is the details that I can provide.","start":677.9,"end":681.515,"sentiment":"neutral","sentiment_score":-0.2425475778679053},{"text":"As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end.","start":681.735,"end":693.115,"sentiment":"neutral","sentiment_score":-0.17285797541791742},{"text":"Okay.","start":700.83,"end":701.33,"sentiment":"neutral","sentiment_score":-0.047891609370708466}],"sentiment":"neutral","sentiment_score":-0.17958383969007394,"num_words":39,"start":633.365,"end":701.33},{"sentences":[{"text":"Would you mind giving me a minute, sir, while I place you on hold?","start":701.63,"end":704.11005,"sentiment":"neutral","sentiment_score":0.01915935074378337},{"text":"Let me just check further details here.","start":704.11005,"end":706.43005,"sentiment":"neutral","sentiment_score":-0.006794012284704617},{"text":"Thank you.","start":706.43005,"end":707.25,"sentiment":"neutral","sentiment_score":0.19275474548339844},{"text":"Thank you so much for staying on the line, Steve.","start":898.57,"end":900.97003,"sentiment":"positive","sentiment_score":0.3722307085990906},{"text":"So, yeah, sadly, we're unable to provide any specific details besides from the amount and the invoice number.","start":900.97003,"end":908.005,"sentiment":"neutral","sentiment_score":-0.09903417982988888}],"sentiment":"neutral","sentiment_score":0.04991910126352427,"num_words":51,"start":701.63,"end":908.005},{"sentences":[{"text":"But would it be possible to send us a copy of complete transactions record for the month of July and February this year?","start":908.005,"end":916.585,"sentiment":"neutral","sentiment_score":0.021530570057423218},{"text":"Oh, I'm so sorry.","start":919.05,"end":920.01,"sentiment":"neutral","sentiment_score":-0.05395251279696822},{"text":"January and February.","start":920.01,"end":921.47,"sentiment":"neutral","sentiment_score":-0.0633147085706393},{"text":"Mhmm.","start":931.93,"end":932.17,"sentiment":"neutral","sentiment_score":0.022161176428198814},{"text":"Oh, okay.","start":932.17,"end":932.82996,"sentiment":"neutral","sentiment_score":0.023019421845674515}],"sentiment":"neutral","sentiment_score":0.004777241046681549,"num_words":33,"start":908.005,"end":932.82996},{"sentences":[{"text":"Sure.","start":935.285,"end":935.785,"sentiment":"neutral","sentiment_score":0.03147421032190323},{"text":"Sure.","start":936.805,"end":937.20496,"sentiment":"neutral","sentiment_score":0.04330656677484512},{"text":"No rush.","start":937.20496,"end":937.845,"sentiment":"neutral","sentiment_score":0.034570617601275444},{"text":"Thank you.","start":937.845,"end":938.58496,"sentiment":"neutral","sentiment_score":0.2592160105705261},{"text":"Baggett.","start":1235.5299,"end":1236.0299,"sentiment":"neutral","sentiment_score":0.18647176027297976}],"sentiment":"neutral","sentiment_score":0.12126082767333303,"num_words":7,"start":935.285,"end":1236.0299},{"sentences":[{"text":"You're welcome.","start":1366.89,"end":1367.71,"sentiment":"neutral","sentiment_score":0.2006410136818886},{"text":"Go ahead, please.","start":1394.17,"end":1395.23,"sentiment":"neutral","sentiment_score":0.05378780017296473},{"text":"Thank you.","start":1404.81,"end":1405.45,"sentiment":"neutral","sentiment_score":0.15324243158102036},{"text":"06289229.","start":1405.45,"end":1408.27,"sentiment":"neutral","sentiment_score":0.0669965147972107},{"text":"Okay.","start":1409.935,"end":1410.3351,"sentiment":"neutral","sentiment_score":0.1503635197877884}],"sentiment":"neutral","sentiment_score":0.12072114729219013,"num_words":9,"start":1366.89,"end":1410.3351},{"sentences":[{"text":"Thank you.","start":1410.3351,"end":1410.895,"sentiment":"neutral","sentiment_score":0.28977659344673157},{"text":"So just to summarize this, we'll be expecting the requested transaction statement January and February within two to three business days via email.","start":1410.895,"end":1421.235,"sentiment":"neutral","sentiment_score":0.1571377140024434},{"text":"Mhmm.","start":1421.85,"end":1422.35,"sentiment":"neutral","sentiment_score":0.05968052521348},{"text":"Yes.","start":1428.97,"end":1429.37,"sentiment":"neutral","sentiment_score":0.07734203338623047},{"text":"All the charges.","start":1429.37,"end":1430.27,"sentiment":"neutral","sentiment_score":0.067687027156353}],"sentiment":"neutral","sentiment_score":0.15112680830061437,"num_words":30,"start":1410.3351,"end":1430.27},{"sentences":[{"text":"Got it.","start":1430.49,"end":1431.23,"sentiment":"neutral","sentiment_score":0.2122500315308571},{"text":"Thank you so much.","start":1432.25,"end":1433.47,"sentiment":"positive","sentiment_score":0.5186108499765396},{"text":"That's all for me.","start":1436.395,"end":1437.275,"sentiment":"positive","sentiment_score":0.4614052101969719},{"text":"I appreciate your time and assistance today.","start":1437.275,"end":1439.615,"sentiment":"positive","sentiment_score":0.5637595057487488},{"text":"You do the same.","start":1443.755,"end":1444.815,"sentiment":"positive","sentiment_score":0.7661658674478531}],"sentiment":"positive","sentiment_score":0.5407402054184959,"num_words":21,"start":1430.49,"end":1444.815},{"sentences":[{"text":"Thank you.","start":1444.875,"end":1445.695,"sentiment":"positive","sentiment_score":0.7498384118080139},{"text":"Bye bye.","start":1447.515,"end":1448.1749,"sentiment":"neutral","sentiment_score":0.02478578686714171}],"sentiment":"positive","sentiment_score":0.3873120993375778,"num_words":4,"start":1444.875,"end":1448.1749}]}}]},{"alternatives":[{"transcript":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. To order paper rolls or for manual transaction authorizations, press 1. For transactions, settlements, or statement inquiries, press 2. To return to the main menu For disputed transactions, press 1. For transaction, settlement, or statement inquiries, press 2. To return to the previous menu, press the Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website. Welcome to ANZ Worldwide Loan Payment Solutions. My name is Keefer. How can I help you? Mhmm. How can I help you, Melissa? Mhmm. Mhmm. January thirty twenty twenty six. Okay. Is there a particular amount that you're looking for? Mhmm. I'll repeat that. The amount is $27.08 0.34. Okay. Thank you. Mhmm. $900. Okay. So I'll repeat your concern, Melissa. So two transactions for the on the January 30. The first amount is $27.08 0.34, and the second one is 900. Mhmm. We are going to look into this one. Do you know your merchant ID or terminal ID? Okay. Looking at your account, this is with our Worldline platform. I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent. Okay? Alright. Thank you. Please stay on the line. Thank you. Just stay on the line. Hi, Melissa. Thank you for patiently waiting. I have Zee on the line, and he will assist you further. Thank you. Thanks a lot for that, Zee, sir. And thank you so much for patiently waiting. My name is Zee, and I believe I'm speaking with Melissa today. Hi. My pleasure, Melissa. I've got the details. I'll be very happy to help you today. Just need to quickly pull up the account. Let's see what's going on here. It's for Aitel, a u p t y l three. Thank you so much. The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course. Phone number we have for the proprietor ends with 3799. Amazing. Thank you so much. So, yes, I have all the information here for you, Melissa. And my colleague also mentioned that you're calling about a request of two settlement reports. Like, one report, but it should be for two charges from 01/30/2026. Am I right? Okay. Was it done on the same day, if I may ask you? Let me have a look for you. I do see the settlements that did go through, but the settlements one second. I wonder. I don't see these charges on the 01/30/2026. You need to tell me because apparently, you know, it's way back and there are numerous charges. So if you can give me an approximate in fact, let me search with something else. It's January 1 till the end of January, you said. Right? Sorry. Let's try till February 1 if it allows me. Now it won't let me. So I have to search till January 30 only. January 31. The amounts I have been told are $2,780.34. $2,780.34. Alright. One second. The other is $900. Is that even? There's no amount in these dates for this amount. There's nothing coming up. February. February 1 to last of okay. I'll remove the amount and see that way. There are many charges, but it's very hard to see because there's so many charges. Like, so so many. It's Yeah. It won't let me check like this because there are numerous charges already. So you need to be specific with me if you can. Yeah. So we can't find them either. I don't see these charges here. Sure. Sure. Welcome. You're welcome. July and February or January and February? Okay. Allow me quick few minutes. I'll escalate the matter within the dedicated team who will then get in touch within two or three business days, okay, via email on the registered one. So just bear with me for a few minutes, please. Okay? Thank you. You're welcome. Thank you for waiting on the line. Appreciate your patience. Sorry for the delay. I've tried to search for the charges, but I could not. So, yes, what we have done is I have requested the team to send you an email or the dedicated email, and it will be sent in two to three business days. Please make a note of a reference number for this call Whenever you're ready. Sure. It's 06289229. Yes. Yes. So the monthly statement from January and February, including all the charges. Right. So anything else I may help you with today? You're always welcome. Thank you, and have a wonderful day. You're welcome. 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to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3.\n\nTo inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. To order paper rolls or for manual transaction authorizations, press 1. For transactions, settlements, or statement inquiries, press 2.\n\nTo return to the main menu For disputed transactions, press 1. For transaction, settlement, or statement inquiries, press 2. To return to the previous menu, press the Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred.\n\nYour call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website. Welcome to ANZ Worldwide Loan Payment Solutions. My name is Keefer. How can I help you? Mhmm.\n\nHow can I help you, Melissa? Mhmm. Mhmm. January thirty twenty twenty six. Okay.\n\nIs there a particular amount that you're looking for? Mhmm. I'll repeat that. The amount is $27.08 0.34. Okay.\n\nThank you. Mhmm. $900. Okay. So I'll repeat your concern, Melissa.\n\nSo two transactions for the on the January 30. The first amount is $27.08 0.34, and the second one is 900. Mhmm. We are going to look into this one. Do you know your merchant ID or terminal ID?\n\nOkay. Looking at your account, this is with our Worldline platform. I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent.\n\nOkay? Alright. Thank you. Please stay on the line. Thank you.\n\nJust stay on the line. Hi, Melissa. Thank you for patiently waiting. I have Zee on the line, and he will assist you further. Thank you.\n\nThanks a lot for that, Zee, sir. And thank you so much for patiently waiting. My name is Zee, and I believe I'm speaking with Melissa today. Hi. My pleasure, Melissa.\n\nI've got the details. I'll be very happy to help you today. Just need to quickly pull up the account. Let's see what's going on here. It's for Aitel, a u p t y l three.\n\nThank you so much. The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course. Phone number we have for the proprietor ends with 3799. Amazing. Thank you so much.\n\nSo, yes, I have all the information here for you, Melissa. And my colleague also mentioned that you're calling about a request of two settlement reports. Like, one report, but it should be for two charges from 01/30/2026. Am I right? Okay.\n\nWas it done on the same day, if I may ask you? Let me have a look for you. I do see the settlements that did go through, but the settlements one second. I wonder. I don't see these charges on the 01/30/2026.\n\nYou need to tell me because apparently, you know, it's way back and there are numerous charges. So if you can give me an approximate in fact, let me search with something else. It's January 1 till the end of January, you said. Right? Sorry.\n\nLet's try till February 1 if it allows me. Now it won't let me. So I have to search till January 30 only. January 31. The amounts I have been told are $2,780.34.\n\n$2,780.34. Alright. One second. The other is $900. Is that even?\n\nThere's no amount in these dates for this amount. There's nothing coming up. February. February 1 to last of okay. I'll remove the amount and see that way.\n\nThere are many charges, but it's very hard to see because there's so many charges. Like, so so many. It's Yeah. It won't let me check like this because there are numerous charges already. So you need to be specific with me if you can.\n\nYeah. So we can't find them either. I don't see these charges here. Sure. Sure.\n\nWelcome. You're welcome. July and February or January and February? Okay. Allow me quick few minutes.\n\nI'll escalate the matter within the dedicated team who will then get in touch within two or three business days, okay, via email on the registered one. So just bear with me for a few minutes, please. Okay? Thank you. You're welcome.\n\nThank you for waiting on the line. Appreciate your patience. Sorry for the delay. I've tried to search for the charges, but I could not. So, yes, what we have done is I have requested the team to send you an email or the dedicated email, and it will be sent in two to three business days.\n\nPlease make a note of a reference number for this call Whenever you're ready. Sure. It's 06289229. Yes. Yes.\n\nSo the monthly statement from January and February, including all the charges. Right. So anything else I may help you with today? You're always welcome. Thank you, and have a wonderful day.\n\nYou're welcome. Bye bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":0.64,"end":4.66,"sentiment":"neutral","sentiment_score":0.23312869109213352},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":9.2,"end":16.904999,"sentiment":"neutral","sentiment_score":0.053323550579639584},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":33.02,"end":38.0,"sentiment":"neutral","sentiment_score":0.03362018361010335},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.","start":38.54,"end":45.585,"sentiment":"neutral","sentiment_score":0.025811846523235243},{"text":"To inquire about making changes to your existing merchant facility, press 3.","start":46.125,"end":50.945,"sentiment":"neutral","sentiment_score":0.019778882153332233}],"sentiment":"neutral","sentiment_score":0.062056186608970165,"num_words":56,"start":0.64,"end":50.945},{"sentences":[{"text":"To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4.","start":51.565,"end":58.95,"sentiment":"neutral","sentiment_score":0.015187976602464914},{"text":"For billing inquiries, press 5.","start":59.25,"end":61.67,"sentiment":"neutral","sentiment_score":0.017957470938563348},{"text":"To hear these options again, press 8.","start":62.05,"end":64.55,"sentiment":"neutral","sentiment_score":0.024021492738808905},{"text":"To order paper rolls or for manual transaction authorizations, press 1.","start":66.69,"end":71.43,"sentiment":"neutral","sentiment_score":0.02278063886544921},{"text":"For transactions, settlements, or statement inquiries, press 2.","start":72.025,"end":76.045,"sentiment":"neutral","sentiment_score":0.013366995262913406}],"sentiment":"neutral","sentiment_score":0.01802392795170639,"num_words":51,"start":51.565,"end":76.045},{"sentences":[{"text":"To return to the main menu For disputed transactions, press 1.","start":76.585,"end":81.405,"sentiment":"neutral","sentiment_score":0.002981342967938293},{"text":"For transaction, settlement, or statement inquiries, press 2.","start":81.865,"end":86.700005,"sentiment":"neutral","sentiment_score":-0.0030154127161949873},{"text":"To return to the previous menu, press the Please have your merchant ID ready.","start":86.700005,"end":92.64,"sentiment":"neutral","sentiment_score":-0.006002679101324507},{"text":"This can be found at the top of your receipts or on your statement.","start":92.86,"end":96.8,"sentiment":"neutral","sentiment_score":0.009378293662198953},{"text":"One moment while your call is transferred.","start":98.775,"end":100.795006,"sentiment":"neutral","sentiment_score":0.0054426078817674094}],"sentiment":"neutral","sentiment_score":0.0017412653693032484,"num_words":54,"start":76.585,"end":100.795006},{"sentences":[{"text":"Your call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website.","start":103.575005,"end":112.075005,"sentiment":"neutral","sentiment_score":-0.008119674723433412},{"text":"Welcome to ANZ Worldwide Loan Payment Solutions.","start":119.159996,"end":121.659996,"sentiment":"neutral","sentiment_score":0.2643708756991795},{"text":"My name is Keefer.","start":121.799995,"end":122.86,"sentiment":"neutral","sentiment_score":0.2592155188322067},{"text":"How can I help you?","start":122.92,"end":124.06,"sentiment":"neutral","sentiment_score":0.25106166303157806},{"text":"Mhmm.","start":130.095,"end":130.495,"sentiment":"neutral","sentiment_score":0.060126446187496185}],"sentiment":"neutral","sentiment_score":0.10040351119823754,"num_words":40,"start":103.575005,"end":130.495},{"sentences":[{"text":"How can I help you, Melissa?","start":130.495,"end":131.955,"sentiment":"neutral","sentiment_score":0.11989874516924222},{"text":"Mhmm.","start":137.615,"end":138.115,"sentiment":"neutral","sentiment_score":-0.08386272192001343},{"text":"Mhmm.","start":145.92,"end":146.42,"sentiment":"neutral","sentiment_score":-0.1017736718058586},{"text":"January thirty twenty twenty six.","start":153.985,"end":157.665,"sentiment":"neutral","sentiment_score":-0.03254042081534862},{"text":"Okay.","start":157.665,"end":158.165,"sentiment":"neutral","sentiment_score":0.013038765639066696}],"sentiment":"neutral","sentiment_score":0.02743519563227892,"num_words":14,"start":130.495,"end":158.165},{"sentences":[{"text":"Is there a particular amount that you're looking for?","start":158.785,"end":161.925,"sentiment":"neutral","sentiment_score":0.018920408561825752},{"text":"Mhmm.","start":173.73,"end":174.23,"sentiment":"neutral","sentiment_score":-0.0006659463979303837},{"text":"I'll repeat that.","start":183.435,"end":184.655,"sentiment":"neutral","sentiment_score":0.010784982393185297},{"text":"The amount is $27.08 0.34.","start":184.715,"end":188.655,"sentiment":"neutral","sentiment_score":0.010832536965608597},{"text":"Okay.","start":190.475,"end":190.975,"sentiment":"neutral","sentiment_score":0.1472125947475433}],"sentiment":"neutral","sentiment_score":0.02122883986387598,"num_words":19,"start":158.785,"end":190.975},{"sentences":[{"text":"Thank you.","start":191.06,"end":191.87999,"sentiment":"neutral","sentiment_score":0.2071770429611206},{"text":"Mhmm.","start":195.06,"end":195.56,"sentiment":"neutral","sentiment_score":0.027483224868774418},{"text":"$900.","start":200.5,"end":201.87999,"sentiment":"neutral","sentiment_score":0.0008572954684495926},{"text":"Okay.","start":202.09999,"end":202.58,"sentiment":"neutral","sentiment_score":0.02405925840139389},{"text":"So I'll repeat your concern, Melissa.","start":202.58,"end":205.865,"sentiment":"neutral","sentiment_score":0.010405635150770346}],"sentiment":"neutral","sentiment_score":0.048107970505952835,"num_words":11,"start":191.06,"end":205.865},{"sentences":[{"text":"So two transactions for the on the January 30.","start":206.085,"end":210.26501,"sentiment":"neutral","sentiment_score":0.019793136769698724},{"text":"The first amount is $27.08 0.34, and the second one is 900.","start":210.565,"end":216.82501,"sentiment":"neutral","sentiment_score":0.02144720156987508},{"text":"Mhmm.","start":220.29,"end":220.79,"sentiment":"neutral","sentiment_score":0.04299551993608475},{"text":"We are going to look into this one.","start":232.315,"end":233.915,"sentiment":"neutral","sentiment_score":0.0011491209734231234},{"text":"Do you know your merchant ID or terminal ID?","start":233.915,"end":239.375,"sentiment":"neutral","sentiment_score":-0.01180997873759932}],"sentiment":"neutral","sentiment_score":0.009779572534637574,"num_words":39,"start":206.085,"end":239.375},{"sentences":[{"text":"Okay.","start":243.275,"end":243.775,"sentiment":"neutral","sentiment_score":0.017552467063069344},{"text":"Looking at your account, this is with our Worldline platform.","start":245.88,"end":249.34,"sentiment":"neutral","sentiment_score":0.032528283447027205},{"text":"I will transfer your call to the correct queue.","start":249.48,"end":252.14,"sentiment":"neutral","sentiment_score":0.03857291324271096},{"text":"I'll just put you on hold for two to five minutes, but don't you worry, Melissa.","start":252.2,"end":256.62,"sentiment":"neutral","sentiment_score":0.04314072919078171},{"text":"All the information you have given me will be relayed to the next agent.","start":257.32,"end":261.235,"sentiment":"neutral","sentiment_score":0.08366141002625227}],"sentiment":"neutral","sentiment_score":0.05103005856275558,"num_words":50,"start":243.275,"end":261.235},{"sentences":[{"text":"Okay?","start":261.235,"end":261.735,"sentiment":"neutral","sentiment_score":0.04885406792163849},{"text":"Alright.","start":263.63498,"end":264.115,"sentiment":"neutral","sentiment_score":0.33098021149635315},{"text":"Thank you.","start":264.115,"end":264.835,"sentiment":"positive","sentiment_score":0.5845562815666199},{"text":"Please stay on the line.","start":264.835,"end":266.215,"sentiment":"neutral","sentiment_score":0.3178750216960907},{"text":"Thank you.","start":267.07498,"end":267.815,"sentiment":"positive","sentiment_score":0.43110936880111694}],"sentiment":"positive","sentiment_score":0.3636855171485381,"num_words":11,"start":261.235,"end":267.815},{"sentences":[{"text":"Just stay on the line.","start":268.995,"end":270.13498,"sentiment":"neutral","sentiment_score":0.1806077778339386},{"text":"Hi, Melissa.","start":403.095,"end":405.755,"sentiment":"neutral","sentiment_score":0.18998286873102188},{"text":"Thank you for patiently waiting.","start":405.895,"end":407.595,"sentiment":"positive","sentiment_score":0.4120724380016327},{"text":"I have Zee on the line, and he will assist you further.","start":408.215,"end":412.07498,"sentiment":"neutral","sentiment_score":0.27673067649205524},{"text":"Thank you.","start":413.00998,"end":413.66998,"sentiment":"positive","sentiment_score":0.34521058201789856}],"sentiment":"neutral","sentiment_score":0.2828675422530908,"num_words":26,"start":268.995,"end":413.66998},{"sentences":[{"text":"Thanks a lot for that, Zee, sir.","start":414.12997,"end":416.38998,"sentiment":"positive","sentiment_score":0.4798632562160492},{"text":"And thank you so much for patiently waiting.","start":416.53,"end":419.09,"sentiment":"positive","sentiment_score":0.4599173441529274},{"text":"My name is Zee, and I believe I'm speaking with Melissa today.","start":419.09,"end":422.62997,"sentiment":"neutral","sentiment_score":0.14717782971759638},{"text":"Hi.","start":425.44498,"end":425.94498,"sentiment":"positive","sentiment_score":0.37909752130508423},{"text":"My pleasure, Melissa.","start":426.56497,"end":427.705,"sentiment":"positive","sentiment_score":0.5562386711438497}],"sentiment":"positive","sentiment_score":0.35007513026075976,"num_words":31,"start":414.12997,"end":427.705},{"sentences":[{"text":"I've got the details.","start":427.76498,"end":428.805,"sentiment":"positive","sentiment_score":0.5294216647744179},{"text":"I'll be very happy to help you today.","start":428.805,"end":430.88498,"sentiment":"positive","sentiment_score":0.7508540600538254},{"text":"Just need to quickly pull up the account.","start":430.88498,"end":433.54498,"sentiment":"neutral","sentiment_score":0.15476423408836126},{"text":"Let's see what's going on here.","start":434.88498,"end":436.32498,"sentiment":"neutral","sentiment_score":0.0706377923488617},{"text":"It's for Aitel, a u p t y l three.","start":436.32498,"end":438.985,"sentiment":"neutral","sentiment_score":0.06227675899863243}],"sentiment":"neutral","sentiment_score":0.28914520434207386,"num_words":36,"start":427.76498,"end":438.985},{"sentences":[{"text":"Thank you so much.","start":441.72998,"end":442.69,"sentiment":"positive","sentiment_score":0.4180053174495697},{"text":"The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course.","start":442.69,"end":453.03,"sentiment":"neutral","sentiment_score":0.09598213483889897},{"text":"Phone number we have for the proprietor ends with 3799.","start":455.415,"end":460.315,"sentiment":"neutral","sentiment_score":0.050734690576791766},{"text":"Amazing.","start":462.135,"end":462.635,"sentiment":"positive","sentiment_score":0.5697044134140015},{"text":"Thank you so much.","start":462.695,"end":463.655,"sentiment":"positive","sentiment_score":0.6565748751163483}],"sentiment":"neutral","sentiment_score":0.20044423858909047,"num_words":34,"start":441.72998,"end":463.655},{"sentences":[{"text":"So, yes, I have all the information here for you, Melissa.","start":463.655,"end":466.39502,"sentiment":"neutral","sentiment_score":0.2517664713615721},{"text":"And my colleague also mentioned that you're calling about a request of two settlement reports.","start":466.84,"end":472.38,"sentiment":"neutral","sentiment_score":0.03781683035194874},{"text":"Like, one report, but it should be for two charges from 01/30/2026.","start":472.68,"end":479.145,"sentiment":"neutral","sentiment_score":0.031090734836955864},{"text":"Am I right?","start":479.38498,"end":481.00497,"sentiment":"neutral","sentiment_score":0.05405727525552114},{"text":"Okay.","start":491.78497,"end":492.28497,"sentiment":"neutral","sentiment_score":0.14387494325637817}],"sentiment":"neutral","sentiment_score":0.09561474350768895,"num_words":42,"start":463.655,"end":492.28497},{"sentences":[{"text":"Was it done on the same day, if I may ask you?","start":492.345,"end":495.0,"sentiment":"neutral","sentiment_score":0.1115980123480161},{"text":"Let me have a look for you.","start":504.68,"end":506.62,"sentiment":"neutral","sentiment_score":0.174046556864466},{"text":"I do see the settlements that did go through, but the settlements one second.","start":507.16,"end":514.715,"sentiment":"neutral","sentiment_score":0.15012719109654427},{"text":"I wonder.","start":519.255,"end":520.075,"sentiment":"neutral","sentiment_score":-0.271640881896019},{"text":"I don't see these charges on the 01/30/2026.","start":520.695,"end":524.67,"sentiment":"negative","sentiment_score":-0.382579006254673}],"sentiment":"neutral","sentiment_score":0.02454346297092216,"num_words":43,"start":492.345,"end":524.67},{"sentences":[{"text":"You need to tell me because apparently, you know, it's way back and there are numerous charges.","start":532.19,"end":538.05,"sentiment":"neutral","sentiment_score":-0.320179786752252},{"text":"So if you can give me an approximate in fact, let me search with something else.","start":538.11,"end":543.625,"sentiment":"neutral","sentiment_score":-0.20981877110898495},{"text":"It's January 1 till the end of January, you said.","start":557.15,"end":561.87,"sentiment":"neutral","sentiment_score":0.023643838614225386},{"text":"Right?","start":561.87,"end":562.37,"sentiment":"neutral","sentiment_score":0.02195524051785469},{"text":"Sorry.","start":566.19,"end":566.69,"sentiment":"neutral","sentiment_score":-0.16578465700149536}],"sentiment":"neutral","sentiment_score":-0.1935010609527429,"num_words":45,"start":532.19,"end":566.69},{"sentences":[{"text":"Let's try till February 1 if it allows me.","start":567.31,"end":571.41504,"sentiment":"neutral","sentiment_score":-0.15407909452915192},{"text":"Now it won't let me.","start":571.41504,"end":572.79504,"sentiment":"negative","sentiment_score":-0.3350476503372192},{"text":"So I have to search till January 30 only.","start":572.85504,"end":575.755,"sentiment":"neutral","sentiment_score":-0.1532011346684562},{"text":"January 31.","start":577.575,"end":578.875,"sentiment":"neutral","sentiment_score":-0.0391758494079113},{"text":"The amounts I have been told are $2,780.34.","start":582.18,"end":587.96,"sentiment":"neutral","sentiment_score":-0.04964191233739257}],"sentiment":"neutral","sentiment_score":-0.14897719127210704,"num_words":33,"start":567.31,"end":587.96},{"sentences":[{"text":"$2,780.34.","start":591.38,"end":594.915,"sentiment":"neutral","sentiment_score":-0.010455434210598469},{"text":"Alright.","start":599.475,"end":599.975,"sentiment":"neutral","sentiment_score":0.006196656264364719},{"text":"One second.","start":600.675,"end":601.415,"sentiment":"neutral","sentiment_score":-0.0065377322025597095},{"text":"The other is $900.","start":606.675,"end":608.355,"sentiment":"neutral","sentiment_score":-0.011839092243462801},{"text":"Is that even?","start":608.355,"end":609.12,"sentiment":"neutral","sentiment_score":-0.005914609879255295}],"sentiment":"neutral","sentiment_score":-0.00749404008754275,"num_words":11,"start":591.38,"end":609.12},{"sentences":[{"text":"There's no amount in these dates for this amount.","start":612.64,"end":616.02,"sentiment":"neutral","sentiment_score":-0.30695171157519024},{"text":"There's nothing coming up.","start":617.36,"end":618.9,"sentiment":"negative","sentiment_score":-0.3531986400485039},{"text":"February.","start":628.665,"end":629.165,"sentiment":"neutral","sentiment_score":-0.024573303759098053},{"text":"February 1 to last of okay.","start":631.545,"end":638.63,"sentiment":"neutral","sentiment_score":-0.026762598504622776},{"text":"I'll remove the amount and see that way.","start":643.01,"end":645.51,"sentiment":"neutral","sentiment_score":-0.07049627136439085}],"sentiment":"neutral","sentiment_score":-0.1758742510740246,"num_words":28,"start":612.64,"end":645.51},{"sentences":[{"text":"There are many charges, but it's very hard to see because there's so many charges.","start":649.73004,"end":658.055,"sentiment":"negative","sentiment_score":-0.38007219036420187},{"text":"Like, so so many.","start":659.15497,"end":660.515,"sentiment":"neutral","sentiment_score":-0.2714266814291477},{"text":"It's Yeah.","start":660.515,"end":667.76996,"sentiment":"neutral","sentiment_score":-0.1562214344739914},{"text":"It won't let me check like this because there are numerous charges already.","start":667.76996,"end":671.87,"sentiment":"negative","sentiment_score":-0.4490766112621014},{"text":"So you need to be specific with me if you can.","start":672.32996,"end":675.55,"sentiment":"neutral","sentiment_score":-0.2836943810636347}],"sentiment":"negative","sentiment_score":-0.35684147973855335,"num_words":45,"start":649.73004,"end":675.55},{"sentences":[{"text":"Yeah.","start":693.78,"end":694.10004,"sentiment":"neutral","sentiment_score":-0.1952612102031708},{"text":"So we can't find them either.","start":694.10004,"end":695.86,"sentiment":"negative","sentiment_score":-0.34222595145304996},{"text":"I don't see these charges here.","start":695.86,"end":697.88,"sentiment":"neutral","sentiment_score":-0.33075963457425434},{"text":"Sure.","start":703.86,"end":704.36,"sentiment":"neutral","sentiment_score":0.006421877071261406},{"text":"Sure.","start":706.67505,"end":707.17505,"sentiment":"neutral","sentiment_score":0.15962204337120056}],"sentiment":"neutral","sentiment_score":-0.2711420537283023,"num_words":15,"start":693.78,"end":707.17505},{"sentences":[{"text":"Welcome.","start":708.195,"end":708.695,"sentiment":"neutral","sentiment_score":0.25939202308654785},{"text":"You're welcome.","start":900.40497,"end":905.065,"sentiment":"neutral","sentiment_score":0.02315743267536162},{"text":"July and February or January and February?","start":917.10004,"end":919.92,"sentiment":"neutral","sentiment_score":-0.025800679943391254},{"text":"Okay.","start":922.7,"end":923.2,"sentiment":"neutral","sentiment_score":0.007407758384943008},{"text":"Allow me quick few minutes.","start":924.06,"end":925.66003,"sentiment":"neutral","sentiment_score":0.05874858126044273}],"sentiment":"neutral","sentiment_score":0.026640799595043063,"num_words":16,"start":708.195,"end":925.66003},{"sentences":[{"text":"I'll escalate the matter within the dedicated team who will then get in touch within two or three business days, okay, via email on the registered one.","start":925.66003,"end":933.945,"sentiment":"neutral","sentiment_score":0.03838526154005969},{"text":"So just bear with me for a few minutes, please.","start":933.945,"end":935.78503,"sentiment":"neutral","sentiment_score":0.03928092438727617},{"text":"Okay?","start":935.78503,"end":936.28503,"sentiment":"neutral","sentiment_score":0.0261806882917881},{"text":"Thank you.","start":937.78503,"end":938.525,"sentiment":"neutral","sentiment_score":0.24452616274356842},{"text":"You're welcome.","start":938.585,"end":939.325,"sentiment":"neutral","sentiment_score":0.2799645662307739}],"sentiment":"neutral","sentiment_score":0.05962793932606777,"num_words":42,"start":925.66003,"end":939.325},{"sentences":[{"text":"Thank you for waiting on the line.","start":1363.62,"end":1365.0599,"sentiment":"positive","sentiment_score":0.392761549779347},{"text":"Appreciate your patience.","start":1365.0599,"end":1366.2,"sentiment":"neutral","sentiment_score":0.27548694610595703},{"text":"Sorry for the delay.","start":1368.74,"end":1369.88,"sentiment":"neutral","sentiment_score":-0.14843454770743847},{"text":"I've tried to search for the charges, but I could not.","start":1370.5,"end":1374.36,"sentiment":"neutral","sentiment_score":-0.17225579578768124},{"text":"So, yes, what we have done is I have requested the team to send you an email or the dedicated email, and it will be sent in two to three business days.","start":1374.435,"end":1383.2351,"sentiment":"neutral","sentiment_score":0.0990521643543616}],"sentiment":"neutral","sentiment_score":0.07468261406348463,"num_words":57,"start":1363.62,"end":1383.2351},{"sentences":[{"text":"Please make a note of a reference number for this call Whenever you're ready.","start":1383.2351,"end":1392.75,"sentiment":"neutral","sentiment_score":0.0533682435218777},{"text":"Sure.","start":1395.61,"end":1396.11,"sentiment":"neutral","sentiment_score":0.05298071354627609},{"text":"It's 06289229.","start":1396.25,"end":1401.63,"sentiment":"neutral","sentiment_score":0.039119282737374306},{"text":"Yes.","start":1408.7251,"end":1409.2251,"sentiment":"neutral","sentiment_score":0.08201344311237335},{"text":"Yes.","start":1420.83,"end":1421.33,"sentiment":"neutral","sentiment_score":0.08873343467712402}],"sentiment":"neutral","sentiment_score":0.05521692453246368,"num_words":19,"start":1383.2351,"end":1421.33},{"sentences":[{"text":"So the monthly statement from January and February, including all the charges.","start":1421.87,"end":1428.29,"sentiment":"neutral","sentiment_score":0.05729750916361809},{"text":"Right.","start":1432.27,"end":1432.77,"sentiment":"positive","sentiment_score":0.4561614990234375},{"text":"So anything else I may help you with today?","start":1433.215,"end":1435.715,"sentiment":"neutral","sentiment_score":0.3293992115391625},{"text":"You're always welcome.","start":1440.2549,"end":1441.5349,"sentiment":"positive","sentiment_score":0.8119978706041971},{"text":"Thank you, and have a wonderful day.","start":1441.5349,"end":1443.345,"sentiment":"positive","sentiment_score":0.8597623791013446}],"sentiment":"positive","sentiment_score":0.39258296182379127,"num_words":32,"start":1421.87,"end":1443.345},{"sentences":[{"text":"You're welcome.","start":1446.225,"end":1446.965,"sentiment":"positive","sentiment_score":0.5780612826347351},{"text":"Bye bye.","start":1447.025,"end":1447.765,"sentiment":"neutral","sentiment_score":0.27646489441394806}],"sentiment":"positive","sentiment_score":0.4272630885243416,"num_words":4,"start":1446.225,"end":1447.765}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3.\n\nTo inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. To order paper rolls or for manual transaction authorizations, press 1. For transactions, settlements, or statement inquiries, press 2.\n\nTo return to the main menu For disputed transactions, press 1. For transaction, settlement, or statement inquiries, press 2. To return to the previous menu, press the Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred.\n\nYour call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website. Welcome to ANZ Worldwide Loan Payment Solutions. My name is Keefer. How can I help you?\n\nChannel 0: Hi, Kiefer. My name is Melissa. I'm calling from Airtel Australia.\n\nChannel 1: Mhmm. How can I help you, Melissa?\n\nChannel 0: So I'm reaching out in reference to a transaction that we need to\n\nChannel 1: Mhmm.\n\nChannel 0: reconcile. However, since from our ANC portal, only provides access to transaction records for the most\n\nChannel 1: Mhmm.\n\nChannel 0: recent one hundred twenty days, and what we are looking for is the transaction way back January thirty of\n\nChannel 1: January\n\nChannel 0: this year. Yeah.\n\nChannel 1: thirty twenty twenty six. Okay. Is there a particular amount that you're looking for?\n\nChannel 0: Yeah. Actually, we have two amounts, and I have also the invoices. It shows LNIN1\n\nChannel 1: Mhmm.\n\nChannel 0: 01062. Amount is $2,780.34.\n\nChannel 1: I'll\n\nChannel 0: And then\n\nChannel 1: repeat\n\nChannel 0: the\n\nChannel 1: that. The amount is\n\nChannel 0: Gotcha.\n\nChannel 1: $27.08 0.34.\n\nChannel 0: That's correct.\n\nChannel 1: Okay.\n\nChannel 0: And\n\nChannel 1: Thank\n\nChannel 0: then\n\nChannel 1: you.\n\nChannel 0: the other one is l n I n one\n\nChannel 1: Mhmm.\n\nChannel 0: 01063. Amount is $900 even.\n\nChannel 1: $900. Okay. So I'll repeat your concern, Melissa. So two transactions for the on the January 30. The first amount is $27.08 0.34, and the second one is 900.\n\nChannel 0: Yes. That is correct. If you could provide\n\nChannel 1: Mhmm.\n\nChannel 0: us any, remittance advice, bank confirmation, or official proof of payment that we sent this settlement to Linham Network.\n\nChannel 1: We are going to look into this one. Do you know your merchant ID or terminal ID?\n\nChannel 0: Yeah. I do have the partner ID 85\n\nChannel 1: Okay.\n\nChannel 0: 735.\n\nChannel 1: Looking at your account, this is with our Worldline platform. I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent. Okay?\n\nChannel 0: Got it. Thank you\n\nChannel 1: Alright.\n\nChannel 0: so much\n\nChannel 1: Thank\n\nChannel 0: for\n\nChannel 1: you.\n\nChannel 0: your assistance.\n\nChannel 1: Please stay on the\n\nChannel 0: Have\n\nChannel 1: line.\n\nChannel 0: a great day.\n\nChannel 1: Thank you. Just stay on the line. Hi, Melissa. Thank you for patiently waiting. I have Zee on the line, and he will assist you further.\n\nThank you.\n\nChannel 0: Got it.\n\nChannel 1: Thanks\n\nChannel 0: Thank you\n\nChannel 1: a\n\nChannel 0: so\n\nChannel 1: lot\n\nChannel 0: much.\n\nChannel 1: for that, Zee, sir. And thank you so much for patiently waiting. My name is Zee, and I believe I'm speaking with Melissa today.\n\nChannel 0: Yes. That is correct. Nice to have you in the\n\nChannel 1: Hi.\n\nChannel 0: line, Jade.\n\nChannel 1: My pleasure, Melissa. I've got the details. I'll be very happy to help you today. Just need to quickly pull up the account. Let's see what's going on here.\n\nIt's for Aitel, a u p t y l three.\n\nChannel 0: Yes. That is right.\n\nChannel 1: Thank you so much. The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course.\n\nChannel 0: Yes. I confirm. Correct.\n\nChannel 1: Phone number we have for the proprietor ends with 3799.\n\nChannel 0: Correct.\n\nChannel 1: Amazing. Thank you so much. So, yes, I have all the information here for you, Melissa. And my colleague also mentioned that you're calling about a request of two settlement reports. Like, one report, but it should be for two charges from 01/30/2026.\n\nAm I right?\n\nChannel 0: Yes. That is correct. As long as the statement or the bank confirmation reflects these two transactions.\n\nChannel 1: Okay. Was it done on the same day, if I may ask you?\n\nChannel 0: Yes. If our record's right, it's done with the same day, 01/30/2026.\n\nChannel 1: Let me have a look for you. I\n\nChannel 0: Thank\n\nChannel 1: do\n\nChannel 0: you.\n\nChannel 1: see the settlements that did go through, but the settlements one second. I wonder. I don't see these charges on the 01/30/2026.\n\nChannel 0: Oh, okay. Any other dates that show this amount?\n\nChannel 1: You need to tell me because apparently, you know, it's way back and there are numerous charges. So if you can give me an approximate in fact, let me search with something else.\n\nChannel 0: Yeah. We can go ahead if you could find the check between January 1 to the end of January, these two amounts.\n\nChannel 1: It's January 1 till the end of January, you said. Right?\n\nChannel 0: Yes.\n\nChannel 1: Sorry. Let's try till February 1 if it allows me. Now it won't let me. So I have to search till January 30 only. January 31.\n\nThe amounts I have been told are $2,780.34.\n\nChannel 0: Yes.\n\nChannel 1: $2,780.34. Alright. One second. The other is $900. Is that even?\n\nChannel 0: Yes. $900 even.\n\nChannel 1: There's no amount in these dates for this amount. There's nothing coming up.\n\nChannel 0: Okay. So how about\n\nChannel 1: February.\n\nChannel 0: February? Yes.\n\nChannel 1: February 1 to\n\nChannel 0: Until\n\nChannel 1: last\n\nChannel 0: the end.\n\nChannel 1: of okay. I'll remove the amount and see that way. There are many charges, but it's very hard to see because there's so many charges. Like, so so many. It's Yeah.\n\nIt won't let me check like this because there are numerous charges already. So you need to be specific with me if you can.\n\nChannel 0: Yeah. I'm so sorry, but that is the details that I can provide. As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end.\n\nChannel 1: Yeah. So we can't find them either. I don't see these charges here.\n\nChannel 0: Okay. Would you mind giving me a minute, sir, while I place you on\n\nChannel 1: Sure.\n\nChannel 0: hold? Let me just check further details here. Thank\n\nChannel 1: Sure.\n\nChannel 0: you.\n\nChannel 1: Welcome.\n\nChannel 0: Thank you so much for staying on the line,\n\nChannel 1: You're\n\nChannel 0: Steve. So, yeah, sadly, we're unable to provide any\n\nChannel 1: welcome.\n\nChannel 0: specific details besides from the amount and the invoice number. But would it be possible to send us a copy of complete transactions record for the month of July and February this year?\n\nChannel 1: July and February or January\n\nChannel 0: Oh,\n\nChannel 1: and\n\nChannel 0: I'm so\n\nChannel 1: February?\n\nChannel 0: sorry. January and February.\n\nChannel 1: Okay. Allow me quick few minutes. I'll escalate the matter within the dedicated team who will then get in touch within two or three business days, okay,\n\nChannel 0: Mhmm. Oh,\n\nChannel 1: via\n\nChannel 0: okay.\n\nChannel 1: email on the registered one. So just bear with me for a few minutes,\n\nChannel 0: Sure.\n\nChannel 1: please. Okay?\n\nChannel 0: Sure. No rush.\n\nChannel 1: Thank\n\nChannel 0: Thank\n\nChannel 1: you.\n\nChannel 0: you.\n\nChannel 1: You're welcome.\n\nChannel 0: Baggett.\n\nChannel 1: Thank you for waiting on the line. Appreciate your patience.\n\nChannel 0: You're welcome.\n\nChannel 1: Sorry for the delay. I've tried to search for the charges, but I could not. So, yes, what we have done is I have requested the team to send you an email or the dedicated email, and it will be sent in two to three business days. Please make a note of a reference number for this call Whenever you're ready.\n\nChannel 0: Go ahead, please.\n\nChannel 1: Sure. It's 06289229.\n\nChannel 0: Thank you. 06289229.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you. So just to summarize this, we'll be expecting the requested transaction statement January and February within two to three business days via email.\n\nChannel 1: Yes.\n\nChannel 0: Mhmm.\n\nChannel 1: So the monthly statement from January and February, including all the charges.\n\nChannel 0: Yes. All the charges. Got it. Thank\n\nChannel 1: Right.\n\nChannel 0: you so much.\n\nChannel 1: So anything else I may help you with today?\n\nChannel 0: That's all for me. I appreciate your time and assistance today.\n\nChannel 1: You're always welcome. Thank you, and have a wonderful day.\n\nChannel 0: You do the same. Thank you.\n\nChannel 1: You're welcome. Bye bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":0.64,"end":4.66,"sentiment":"neutral","sentiment_score":0.23312869109213352},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":9.2,"end":16.904999,"sentiment":"neutral","sentiment_score":0.053323550579639584},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":33.02,"end":38.0,"sentiment":"neutral","sentiment_score":0.03362018361010335},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.","start":38.54,"end":45.585,"sentiment":"neutral","sentiment_score":0.025811846523235243},{"text":"To inquire about making changes to your existing merchant facility, press 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transferred.","start":98.775,"end":100.795006,"sentiment":"neutral","sentiment_score":0.0054426078817674094}],"sentiment":"neutral","sentiment_score":0.0017412653693032484,"channel":1,"num_words":54,"start":76.585,"end":100.795006},{"sentences":[{"text":"Your call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website.","start":103.575005,"end":112.075005,"sentiment":"neutral","sentiment_score":-0.008119674723433412},{"text":"Welcome to ANZ Worldwide Loan Payment Solutions.","start":119.159996,"end":121.659996,"sentiment":"neutral","sentiment_score":0.2643708756991795},{"text":"My name is Keefer.","start":121.799995,"end":122.86,"sentiment":"neutral","sentiment_score":0.2592155188322067},{"text":"How can I help 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Melissa?","start":130.495,"end":131.955,"sentiment":"neutral","sentiment_score":0.11989874516924222}],"sentiment":"neutral","sentiment_score":0.11135984531470708,"channel":1,"num_words":7,"start":130.095,"end":131.955},{"sentences":[{"text":"So I'm reaching out in reference to a transaction that we need to","start":133.235,"end":137.715,"sentiment":"neutral","sentiment_score":-0.05286150540296848}],"sentiment":"neutral","sentiment_score":-0.05286150540296848,"channel":0,"num_words":13,"start":133.235,"end":137.715},{"sentences":[{"text":"Mhmm.","start":137.615,"end":138.115,"sentiment":"neutral","sentiment_score":-0.08386272192001343}],"sentiment":"neutral","sentiment_score":-0.08386272192001343,"channel":1,"num_words":1,"start":137.615,"end":138.115},{"sentences":[{"text":"reconcile.","start":137.715,"end":138.215,"sentiment":"neutral","sentiment_score":-0.0985664129257202},{"text":"However, since from our ANC portal, only provides access to transaction records for the 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The representative confirms the customer's merchant ID and provides necessary information, including balance and settlement reports. The agent promises to search further and remove charges. The customer inquires about two transactions and the agent provides necessary information, but cannot find the transactions. The agent promises to search and remove charges. The customer is instructed to send a copy of the transactions and made a note of a reference number. The call ends with the agent thanking the customer for their time and assistance."},"intents":{"segments":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key.","start_word":1,"end_word":21,"intents":[{"intent":"Manage merchant facilities","confidence_score":0.001955313}]},{"text":"So two transactions for the on the January 30. The first amount is $27.08 0.34, and the second one is 900. Yes.","start_word":348,"end_word":369,"intents":[{"intent":"Provide transaction details","confidence_score":0.012420398}]},{"text":"We are going to look into this one. Do you know your merchant ID or terminal ID? Yeah. I do have the partner ID 85 Okay. 735. Looking at your account, this is with our Worldline platform. I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent. Okay?","start_word":397,"end_word":473,"intents":[{"intent":"Assist with account","confidence_score":0.11915664}]},{"text":"I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent. Okay? Got it.","start_word":434,"end_word":475,"intents":[{"intent":"Transfer call","confidence_score":0.5005971}]},{"text":"The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course. Yes. I confirm.","start_word":616,"end_word":633,"intents":[{"intent":"Confirm address","confidence_score":0.23068109}]},{"text":"Phone number we have for the proprietor ends with 3799. Correct. Amazing.","start_word":635,"end_word":646,"intents":[{"intent":"Provide phone number","confidence_score":0.34564143}]},{"text":"And my colleague also mentioned that you're calling about a request of two settlement reports. Like, one report, but it should be for two charges from 01/30/2026. Am I right?","start_word":663,"end_word":692,"intents":[{"intent":"Request settlement reports","confidence_score":0.6119435},{"intent":"Provide information about settlements and charges","confidence_score":0.00020947204}]},{"text":"As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end. Yeah.","start_word":988,"end_word":1010,"intents":[{"intent":"Request transactions records","confidence_score":0.0032086768}]}]},"sentiments":{"segments":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. To order paper rolls or for manual transaction authorizations, press 1. For transactions, settlements, or statement inquiries, press 2. To return to the main menu For disputed transactions, press 1. For transaction, settlement, or statement inquiries, press 2. To return to the previous menu, press the Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ World Bank Payment Solutions privacy policy, which is available at our website. Welcome to ANZ Worldwide Loan Payment Solutions. My name is Keefer. How can I help you? Hi, Kiefer. My name is Melissa. I'm calling from Airtel Australia. Mhmm. How can I help you, Melissa? So I'm reaching out in reference to a transaction that we need to Mhmm. reconcile. However, since from our ANC portal, only provides access to transaction records for the most Mhmm. recent one hundred twenty days, and what we are looking for is the transaction way back January thirty of January this year. Yeah. thirty twenty twenty six. Okay. Is there a particular amount that you're looking for? Yeah. Actually, we have two amounts, and I have also the invoices. It shows LNIN1 Mhmm. 01062. Amount is $2,780.34. I'll And then repeat the that. The amount is Gotcha. $27.08 0.34. That's correct. Okay. And Thank then you. the other one is l n I n one Mhmm. 01063. Amount is $900 even. $900. Okay. So I'll repeat your concern, Melissa. So two transactions for the on the January 30. The first amount is $27.08 0.34, and the second one is 900. Yes. That is correct. If you could provide Mhmm. us any, remittance advice, bank confirmation, or official proof of payment that we sent this settlement to Linham Network. We are going to look into this one. Do you know your merchant ID or terminal ID? Yeah. I do have the partner ID 85 Okay. 735. Looking at your account, this is with our Worldline platform. I will transfer your call to the correct queue. I'll just put you on hold for two to five minutes, but don't you worry, Melissa. All the information you have given me will be relayed to the next agent. Okay? Got it.","start_word":0,"end_word":475,"sentiment":"neutral","sentiment_score":0.02823696409532127},{"text":"Thank you Alright. so much Thank for you. your assistance.","start_word":476,"end_word":485,"sentiment":"positive","sentiment_score":0.46225666999816895},{"text":"Please stay on the Have line.","start_word":486,"end_word":491,"sentiment":"neutral","sentiment_score":0.31410661339759827},{"text":"a great day. Thank you.","start_word":492,"end_word":496,"sentiment":"positive","sentiment_score":0.5211440324783325},{"text":"Just stay on the line. Hi, Melissa.","start_word":497,"end_word":503,"sentiment":"neutral","sentiment_score":0.1864816248416901},{"text":"Thank you for patiently waiting.","start_word":504,"end_word":508,"sentiment":"positive","sentiment_score":0.4137403666973114},{"text":"I have Zee on the line, and he will assist you further.","start_word":509,"end_word":520,"sentiment":"neutral","sentiment_score":0.274776816368103},{"text":"Thank you.","start_word":521,"end_word":522,"sentiment":"positive","sentiment_score":0.33671605587005615},{"text":"Got it.","start_word":523,"end_word":524,"sentiment":"neutral","sentiment_score":0.24078570306301117},{"text":"Thanks Thank you a so lot much. for that, Zee, sir. And thank you so much for patiently waiting.","start_word":525,"end_word":543,"sentiment":"positive","sentiment_score":0.4803878366947174},{"text":"My name is Zee, and I believe I'm speaking with Melissa today. Yes. That is correct.","start_word":544,"end_word":559,"sentiment":"neutral","sentiment_score":0.15951953828334808},{"text":"Nice to have you in the Hi. line, Jade. My pleasure, Melissa. I've got the details. I'll be very happy to help you today.","start_word":560,"end_word":583,"sentiment":"positive","sentiment_score":0.5804502367973328},{"text":"Just need to quickly pull up the account. Let's see what's going on here. It's for Aitel, a u p t y l three. Yes. That is right.","start_word":584,"end_word":611,"sentiment":"neutral","sentiment_score":0.09015973657369614},{"text":"Thank you so much.","start_word":612,"end_word":615,"sentiment":"positive","sentiment_score":0.40706902742385864},{"text":"The address we have here is 3217520 Collins Street, Melbourne, Melbourne 3000, Victoria, of course. Yes. I confirm. Correct. Phone number we have for the proprietor ends with 3799. Correct.","start_word":616,"end_word":645,"sentiment":"neutral","sentiment_score":0.08434753119945526},{"text":"Amazing. Thank you so much.","start_word":646,"end_word":650,"sentiment":"positive","sentiment_score":0.6281845569610596},{"text":"So, yes, I have all the information here for you, Melissa. And my colleague also mentioned that you're calling about a request of two settlement reports. Like, one report, but it should be for two charges from 01/30/2026. Am I right? Yes.","start_word":651,"end_word":692,"sentiment":"neutral","sentiment_score":0.1062228208673852},{"text":"That is correct.","start_word":693,"end_word":695,"sentiment":"positive","sentiment_score":0.3544475734233856},{"text":"As long as the statement or the bank confirmation reflects these two transactions. Okay. Was it done on the same day, if I may ask you? Yes. If our record's right, it's done with the same day, 01/30/2026. Let me have a look for you.","start_word":696,"end_word":740,"sentiment":"neutral","sentiment_score":0.1710532307624817},{"text":"I Thank do you.","start_word":741,"end_word":744,"sentiment":"positive","sentiment_score":0.40579214692115784},{"text":"see the settlements that did go through, but the settlements one second. I wonder.","start_word":745,"end_word":758,"sentiment":"neutral","sentiment_score":0.058816514909267426},{"text":"I don't see these charges on the 01/30/2026.","start_word":759,"end_word":766,"sentiment":"negative","sentiment_score":-0.36160874366760254},{"text":"Oh, okay. Any other dates that show this amount? You need to tell me because apparently, you know, it's way back and there are numerous charges. So if you can give me an approximate in fact, let me search with something else. Yeah. We can go ahead if you could find the check between January 1 to the end of January, these two amounts. It's January 1 till the end of January, you said. Right? Yes. Sorry. Let's try till February 1 if it allows me.","start_word":767,"end_word":852,"sentiment":"neutral","sentiment_score":-0.1102363020181656},{"text":"Now it won't let me.","start_word":853,"end_word":857,"sentiment":"negative","sentiment_score":-0.3362223505973816},{"text":"So I have to search till January 30 only. January 31. The amounts I have been told are $2,780.34. Yes. $2,780.34. Alright. One second. The other is $900. Is that even? Yes. $900 even. There's no amount in these dates for this amount.","start_word":858,"end_word":900,"sentiment":"neutral","sentiment_score":-0.09076571464538574},{"text":"There's nothing coming up.","start_word":901,"end_word":904,"sentiment":"negative","sentiment_score":-0.3571072816848755},{"text":"Okay. So how about February. February? Yes. February 1 to Until last the end. of okay. I'll remove the amount and see that way.","start_word":905,"end_word":928,"sentiment":"neutral","sentiment_score":-0.04421553760766983},{"text":"There are many charges, but it's very hard to see because there's so many charges.","start_word":929,"end_word":943,"sentiment":"negative","sentiment_score":-0.3878888785839081},{"text":"Like, so so many. It's Yeah.","start_word":944,"end_word":949,"sentiment":"neutral","sentiment_score":-0.2165432870388031},{"text":"It won't let me check like this because there are numerous charges already.","start_word":950,"end_word":962,"sentiment":"negative","sentiment_score":-0.44730985164642334},{"text":"So you need to be specific with me if you can. Yeah. I'm so sorry, but that is the details that I can provide. As mentioned, it shows from our record documentation, it's January 30, but we can no longer find the transactions on our end. Yeah.","start_word":963,"end_word":1009,"sentiment":"neutral","sentiment_score":-0.20984527341862944},{"text":"So we can't find them either.","start_word":1010,"end_word":1015,"sentiment":"negative","sentiment_score":-0.34185558557510376},{"text":"I don't see these charges here. Okay. Would you mind giving me a minute, sir, while I place you on Sure. hold? Let me just check further details here. Thank Sure. you. Welcome.","start_word":1016,"end_word":1048,"sentiment":"neutral","sentiment_score":-0.02643532305955887},{"text":"Thank you so much for staying on the line, You're Steve.","start_word":1049,"end_word":1059,"sentiment":"positive","sentiment_score":0.34241780638694763},{"text":"So, yeah, sadly, we're unable to provide any welcome. specific details besides from the amount and the invoice number. But would it be possible to send us a copy of complete transactions record for the month of July and February this year? July and February or January Oh, and I'm so February? sorry. January and February. Okay. Allow me quick few minutes. I'll escalate the matter within the dedicated team who will then get in touch within two or three business days, okay, Mhmm. Oh, via okay. email on the registered one. So just bear with me for a few minutes, Sure. please. Okay? Sure. No rush. Thank Thank you. you. You're welcome. Baggett.","start_word":1060,"end_word":1173,"sentiment":"neutral","sentiment_score":0.015574895776808262},{"text":"Thank you for waiting on the line.","start_word":1174,"end_word":1180,"sentiment":"positive","sentiment_score":0.394211620092392},{"text":"Appreciate your patience. You're welcome. Sorry for the delay. I've tried to search for the charges, but I could not. So, yes, what we have done is I have requested the team to send you an email or the dedicated email, and it will be sent in two to three business days. Please make a note of a reference number for this call Whenever you're ready. Go ahead, please. Sure. It's 06289229. Thank you. 06289229. Yes. Okay. Thank you. So just to summarize this, we'll be expecting the requested transaction statement January and February within two to three business days via email. Yes. Mhmm. So the monthly statement from January and February, including all the charges. Yes. All the charges. Got it.","start_word":1181,"end_word":1302,"sentiment":"neutral","sentiment_score":0.07653848081827164},{"text":"Thank Right. you so much.","start_word":1303,"end_word":1307,"sentiment":"positive","sentiment_score":0.494983434677124},{"text":"So anything else I may help you with today?","start_word":1308,"end_word":1316,"sentiment":"neutral","sentiment_score":0.32670068740844727},{"text":"That's all for me. I appreciate your time and assistance today. You're always welcome. Thank you, and have a wonderful day. You do the same. Thank you. You're welcome.","start_word":1317,"end_word":1345,"sentiment":"positive","sentiment_score":0.6794790687232182},{"text":"Bye bye. Bye bye.","start_word":1346,"end_word":1349,"sentiment":"neutral","sentiment_score":0.22039289772510529}],"average":{"sentiment":"neutral","sentiment_score":0.06016213724932332}}}}