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Today? Hold on. Let me check your account here. What is your phone number? What is your phone number? In that way, I could pull out your account. Okay. Thank you. Just bear with me here. I'm going over with your account now. So one moment. Okay. Yes. I do see in here that you you've already received or resend the email notification that your services has been canceled. As you mentioned, you're no longer living on that apartment. K? So the services has been canceled Friday. However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your February invoice. You you requested to close or cancel your service the twentieth. So from February '20, you used the service. And our policy is if you are requesting to cancel your service, outstanding balance should be paid. So during that time, your outstanding balance is $69.95, the reason why you have to pay that. And after this, no more invoice. After this, no more invoice because your service has been canceled. That's your last responsibility on this account, to fully close your account. No. We do have an email you requested to close it or cancel it the twentieth. So our billing process is every first of each month. Bills are generated within the period of month. So it's the same. The last payment you need to pay is the February. That's it. And your service has been canceled as we sent a notification Friday. It's already been canceled. Nothing to worry. So on the address that you have before, no longer Internet. Oh, you can oh, I'm sorry. What's your question again? Oh, the router? No. The modem? The modem? Okay. Let me check. No. You don't need to. Your your account is fine. It's already been closed, and we don't need that. If you need if you need an Internet service to your new address, yes, you need a router or a modem. Did you get a router from us? Let me check here. One moment. And you're asking if you need to return? Let me check to our technical team because they are the one who have an access with this. Yeah. I can go ahead and ask our tech team in reference with this, and then we'll call you back or we'll update you. Okay? We'll send you an email. Okay? Alright. Thank you, Clemency. Have a good one, and be safe. 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morning. Thank you so much for calling your toll accounts. How may I help you today? Hi. Nice to have you on the line.\n\nAre you going to use your Visa or Mastercard for your payment today? Today? Hold on. Let me check your account here. What is your phone number?\n\nWhat is your phone number? In that way, I could pull out your account. Okay. Thank you. Just bear with me here.\n\nI'm going over with your account now. So one moment. Okay. Yes. I do see in here that you you've already received or resend the email notification that your services has been canceled.\n\nAs you mentioned, you're no longer living on that apartment. K? So the services has been canceled Friday. However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your February invoice. You you requested to close or cancel your service the twentieth.\n\nSo from February '20, you used the service. And our policy is if you are requesting to cancel your service, outstanding balance should be paid. So during that time, your outstanding balance is $69.95, the reason why you have to pay that. And after this, no more invoice. After this, no more invoice because your service has been canceled.\n\nThat's your last responsibility on this account, to fully close your account. No. We do have an email you requested to close it or cancel it the twentieth. So our billing process is every first of each month. Bills are generated within the period of month.\n\nSo it's the same. The last payment you need to pay is the February. That's it. And your service has been canceled as we sent a notification Friday. It's already been canceled.\n\nNothing to worry. So on the address that you have before, no longer Internet. Oh, you can oh, I'm sorry. What's your question again? Oh, the router?\n\nNo. The modem? The modem? Okay. Let me check.\n\nNo. You don't need to. Your your account is fine. It's already been closed, and we don't need that. If you need if you need an Internet service to your new address, yes, you need a router or a modem.\n\nDid you get a router from us? Let me check here. One moment. And you're asking if you need to return? Let me check to our technical team because they are the one who have an access with this.\n\nYeah. I can go ahead and ask our tech team in reference with this, and then we'll call you back or we'll update you. Okay? We'll send you an email. Okay?\n\nAlright. Thank you, Clemency. Have a good one, and be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.88,"end":1.62,"sentiment":"positive","sentiment_score":0.3868825137615204},{"text":"Thank you so much for calling your toll accounts.","start":1.68,"end":3.9199998,"sentiment":"positive","sentiment_score":0.6647455890973409},{"text":"How may I help you today?","start":3.9199998,"end":5.22,"sentiment":"positive","sentiment_score":0.5305409679810206},{"text":"Hi.","start":9.5199995,"end":9.84,"sentiment":"positive","sentiment_score":0.3612350821495056},{"text":"Nice to have you on the line.","start":9.84,"end":11.38,"sentiment":"positive","sentiment_score":0.5820618484701429}],"sentiment":"positive","sentiment_score":0.5750155663490295,"num_words":25,"start":0.88,"end":11.38},{"sentences":[{"text":"Are you going to use your Visa or Mastercard for your payment today?","start":11.84,"end":15.975,"sentiment":"neutral","sentiment_score":0.16021375701977655},{"text":"Today?","start":26.055,"end":26.555,"sentiment":"neutral","sentiment_score":-0.18154007196426392},{"text":"Hold on.","start":33.02,"end":33.42,"sentiment":"neutral","sentiment_score":-0.054317742586135864},{"text":"Let me check your account here.","start":33.42,"end":35.1,"sentiment":"neutral","sentiment_score":-0.0139392566246291},{"text":"What is your phone number?","start":35.1,"end":36.72,"sentiment":"neutral","sentiment_score":-0.0039182169362902645}],"sentiment":"neutral","sentiment_score":0.06256950591449384,"num_words":27,"start":11.84,"end":36.72},{"sentences":[{"text":"What is your phone number?","start":39.42,"end":40.88,"sentiment":"neutral","sentiment_score":-0.008990365266799926},{"text":"In that way, I could pull out your account.","start":41.02,"end":42.885,"sentiment":"neutral","sentiment_score":-0.010370038863685396},{"text":"Okay.","start":46.324997,"end":46.725,"sentiment":"neutral","sentiment_score":0.048822253942489624},{"text":"Thank you.","start":46.725,"end":47.285,"sentiment":"neutral","sentiment_score":0.23238693177700043},{"text":"Just bear with me here.","start":47.285,"end":48.664997,"sentiment":"neutral","sentiment_score":0.10952847599983215}],"sentiment":"neutral","sentiment_score":0.04195256006311287,"num_words":22,"start":39.42,"end":48.664997},{"sentences":[{"text":"I'm going over with your account now.","start":50.804996,"end":52.964996,"sentiment":"neutral","sentiment_score":0.050504992582968304},{"text":"So one 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Friday.","start":75.595,"end":78.655,"sentiment":"neutral","sentiment_score":-0.1351512862103326},{"text":"However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your February invoice.","start":79.195,"end":88.92,"sentiment":"neutral","sentiment_score":-0.2705560546854268},{"text":"You you requested to close or cancel your service the twentieth.","start":93.14,"end":98.68,"sentiment":"neutral","sentiment_score":-0.20540127970955588}],"sentiment":"neutral","sentiment_score":-0.2081669566149895,"num_words":52,"start":71.195,"end":98.68},{"sentences":[{"text":"So from February '20, you used the service.","start":99.06,"end":102.03999,"sentiment":"neutral","sentiment_score":-0.12613204680383205},{"text":"And our policy is if you are requesting to cancel your service, outstanding balance should be paid.","start":102.755,"end":109.255,"sentiment":"neutral","sentiment_score":-0.19185965464395635},{"text":"So during that time, your outstanding balance is $69.95, the reason why you have to pay that.","start":109.314995,"end":116.34,"sentiment":"neutral","sentiment_score":-0.24170458842726314},{"text":"And after this, no more invoice.","start":116.74,"end":118.84,"sentiment":"neutral","sentiment_score":-0.2260720208287239},{"text":"After this, no more invoice because your service has been canceled.","start":119.7,"end":123.38,"sentiment":"neutral","sentiment_score":-0.32710938291116193}],"sentiment":"neutral","sentiment_score":-0.22600481090909344,"num_words":59,"start":99.06,"end":123.38},{"sentences":[{"text":"That's your last responsibility on this account, to fully close your account.","start":123.38,"end":127.64,"sentiment":"neutral","sentiment_score":-0.304519671946764},{"text":"No.","start":136.535,"end":136.85501,"sentiment":"neutral","sentiment_score":-0.1298147588968277},{"text":"We do have an email you requested to close it or cancel it the 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router?","start":212.55501,"end":213.515,"sentiment":"neutral","sentiment_score":-0.032481931149959564}],"sentiment":"neutral","sentiment_score":-0.02759092087271037,"num_words":27,"start":164.815,"end":213.515},{"sentences":[{"text":"No.","start":213.515,"end":213.91501,"sentiment":"neutral","sentiment_score":-0.068377286195755},{"text":"The modem?","start":213.91501,"end":214.575,"sentiment":"neutral","sentiment_score":-0.06649554520845413},{"text":"The modem?","start":216.475,"end":217.195,"sentiment":"neutral","sentiment_score":-0.020907004363834858},{"text":"Okay.","start":217.195,"end":217.515,"sentiment":"neutral","sentiment_score":-0.0007815053686499596},{"text":"Let me 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Good morning. This is. Which payment? I call you people that I I don't live there anymore, and you have already deducted money. I don't live in my address. I have moved out to another apartment, and I don't need the Wi Fi anymore. My phone number is zero four 14847650. I am not using it. I am not using it. How would I pay the for something that I will not use? I will not use it. My my account I don't have money to pay now for that. And, also, my my my Wi Fi expired on February 11. February, and I moved out from the house. As for the for the for the router, for the Internet, do you do you still want case? Because I don't need this anymore. Like, what I mean, like, if if you can come and check the the the router, like, the Airbnb, if we still need this, I can send it to you people again? What I mean is, like, the that the, like, the physical Internet, like, that I have in my house, do you guys still want it? I can return it back. I can return it back. I mean, the, I don't know the name. Like, the that like, what I put in my house before the Internet is connected. Yeah. The modem. What I mean is, did you want me to return the router or the modem for you to put to resell to another person? Yeah. Yes. Like, if you want it. But that's okay. It's still it's in the house. I didn't I didn't go with it. It's in the house. If people want it, I can send it back to you people. Okay. Okay. Bye. Bye bye. 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Thank you so much for calling your toll accounts. How may I help you today?\n\nChannel 1: Hi. Good morning. This is.\n\nChannel 0: Hi. Nice to have you on the line. Are you going to use your Visa or Mastercard for your payment today?\n\nChannel 1: Which payment? I call you people that I I don't live there anymore, and you have already deducted money. I don't\n\nChannel 0: Today?\n\nChannel 1: live in my address. I have moved out to another apartment, and I don't need the Wi Fi anymore.\n\nChannel 0: Hold on. Let me check your account here. What is your phone number? What is your phone number? In that\n\nChannel 1: My\n\nChannel 0: way,\n\nChannel 1: phone number\n\nChannel 0: I could\n\nChannel 1: is\n\nChannel 0: pull\n\nChannel 1: zero\n\nChannel 0: out your\n\nChannel 1: four\n\nChannel 0: account.\n\nChannel 1: 14847650.\n\nChannel 0: Okay. Thank you. Just bear with me here. I'm going over with your account now. So one moment.\n\nOkay. Yes. I do see in here that you you've already received or resend the email notification that your services has been canceled. As you mentioned, you're no longer living on that apartment. K?\n\nSo the services has been canceled Friday. However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your\n\nChannel 1: I am\n\nChannel 0: February\n\nChannel 1: not using\n\nChannel 0: invoice.\n\nChannel 1: it. I am not using it. How would I pay the for something that I will not use? I will not\n\nChannel 0: You you requested to close or cancel your service\n\nChannel 1: use it.\n\nChannel 0: the twentieth. So from February '20, you used the service. And our policy is if you are requesting to cancel your service, outstanding balance should be paid. So during that time, your outstanding balance is $69.95, the reason why you have to pay that. And after\n\nChannel 1: My\n\nChannel 0: this,\n\nChannel 1: my\n\nChannel 0: no\n\nChannel 1: account\n\nChannel 0: more invoice. After this, no more invoice because your service has been canceled. That's your last responsibility on this account, to fully\n\nChannel 1: I\n\nChannel 0: close\n\nChannel 1: don't\n\nChannel 0: your\n\nChannel 1: have\n\nChannel 0: account.\n\nChannel 1: money to pay now for that. And, also, my my my Wi Fi expired on February 11. February, and I moved\n\nChannel 0: No.\n\nChannel 1: out\n\nChannel 0: We\n\nChannel 1: from\n\nChannel 0: do\n\nChannel 1: the\n\nChannel 0: have\n\nChannel 1: house.\n\nChannel 0: an email you requested to close it or cancel it the twentieth. So our billing process is every first of each month. Bills are generated within the period of month. So it's the same. The last payment you need to pay is the February.\n\nThat's it. And your service has been canceled as\n\nChannel 1: As\n\nChannel 0: we\n\nChannel 1: for the\n\nChannel 0: sent\n\nChannel 1: for\n\nChannel 0: a notification\n\nChannel 1: the for the router,\n\nChannel 0: Friday.\n\nChannel 1: for the Internet, do you do you still want case? Because I don't need this anymore.\n\nChannel 0: It's already been canceled. Nothing to worry. So on the address that you have before,\n\nChannel 1: Like,\n\nChannel 0: no\n\nChannel 1: what\n\nChannel 0: longer\n\nChannel 1: I mean,\n\nChannel 0: Internet.\n\nChannel 1: like, if if you can come and check the the the router, like, the Airbnb, if we still need this, I can send it to you people\n\nChannel 0: Oh, you can oh, I'm sorry. What's your question again?\n\nChannel 1: again? What I mean is, like, the that the, like, the physical Internet, like, that I have in my house, do you guys still want it? I can return it back. I can return it back. I mean, the, I don't know the name.\n\nLike, the that like, what I put in my house before the Internet is connected.\n\nChannel 0: Oh, the router? No. The modem?\n\nChannel 1: Yeah. The modem.\n\nChannel 0: The modem? Okay. Let me check. No. You don't need to.\n\nYour your account is fine. It's already been closed, and we don't need that. If you need if you need an Internet service to your new address, yes, you need a router or a modem.\n\nChannel 1: What I mean is, did you want me to return the router or the modem for you to put to resell to another person?\n\nChannel 0: Did you get a router from us?\n\nChannel 1: Yeah.\n\nChannel 0: Let me check here. One moment. And you're asking if you need to return?\n\nChannel 1: Yes. Like, if you want it.\n\nChannel 0: Let me check to our technical team because they are the one who have an\n\nChannel 1: But\n\nChannel 0: access\n\nChannel 1: that's okay.\n\nChannel 0: with\n\nChannel 1: It's\n\nChannel 0: this.\n\nChannel 1: still it's in the house. I didn't I didn't go with it. It's in the house. If people want it, I can send it back\n\nChannel 0: Yeah.\n\nChannel 1: to you people.\n\nChannel 0: I can go ahead and ask our tech\n\nChannel 1: Okay.\n\nChannel 0: team in reference with this, and then we'll call you back or we'll\n\nChannel 1: Okay.\n\nChannel 0: update you.\n\nChannel 1: Bye.\n\nChannel 0: Okay? We'll send you an email. Okay?\n\nChannel 1: Bye bye.\n\nChannel 0: Alright. Thank you, Clemency. Have a good one, and be\n\nChannel 1: Bye.\n\nChannel 0: safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.88,"end":1.62,"sentiment":"positive","sentiment_score":0.3868825137615204},{"text":"Thank you so much for calling your toll accounts.","start":1.68,"end":3.9199998,"sentiment":"positive","sentiment_score":0.6647455890973409},{"text":"How may I help you today?","start":3.9199998,"end":5.22,"sentiment":"positive","sentiment_score":0.5305409679810206}],"sentiment":"positive","sentiment_score":0.5846894786638372,"channel":0,"num_words":17,"start":0.88,"end":5.22},{"sentences":[{"text":"Hi.","start":6.3999996,"end":6.56,"sentiment":"neutral","sentiment_score":0.16160224378108978},{"text":"Good morning.","start":6.56,"end":7.04,"sentiment":"neutral","sentiment_score":0.254451647400856},{"text":"This 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The agent informs the customer that their services have been canceled and they have been charged for the last month. The agent also explains the process for returning equipment and offers to call the customer back if they need further assistance."},"intents":{"segments":[{"text":"Are you going to use your Visa or Mastercard for your payment today? Which payment?","start_word":30,"end_word":44,"intents":[{"intent":"Assist with payment","confidence_score":0.0079733245}]},{"text":"Let me check your account here. What is your phone number?","start_word":86,"end_word":96,"intents":[{"intent":"Check account","confidence_score":0.7592162}]},{"text":"I do see in here that you you've already received or resend the email notification that your services has been canceled. As you mentioned, you're no longer living on that apartment. K? So the services has been canceled Friday. However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your I am February not using invoice. it.","start_word":138,"end_word":204,"intents":[{"intent":"Confirm cancellation","confidence_score":0.014507395},{"intent":"Resolve billing issue","confidence_score":0.05529714}]},{"text":"What I mean is, did you want me to return the router or the modem for you to put to resell to another person?","start_word":599,"end_word":622,"intents":[{"intent":"Return router for resell","confidence_score":0.00020004746}]}]},"sentiments":{"segments":[{"text":"Good morning. Thank you so much for calling your toll accounts. How may I help you today?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.5812380909919739},{"text":"Hi. Good morning. This is.","start_word":17,"end_word":21,"sentiment":"neutral","sentiment_score":0.21836179494857788},{"text":"Hi. Nice to have you on the line.","start_word":22,"end_word":29,"sentiment":"positive","sentiment_score":0.5432352423667908},{"text":"Are you going to use your Visa or Mastercard for your payment today? Which payment? I call you people that I I don't live there anymore, and you have already deducted money. I don't Today? live in my address. I have moved out to another apartment, and I don't need the Wi Fi anymore. Hold on. Let me check your account here. What is your phone number? What is your phone number? In that My way, phone number I could is pull zero out your four account. 14847650. Okay. Thank you. Just bear with me here. I'm going over with your account now. So one moment. Okay. Yes. I do see in here that you you've already received or resend the email notification that your services has been canceled. As you mentioned, you're no longer living on that apartment. K? So the services has been canceled Friday. However, you've been charged for last February because you need to pay that amount even though you've canceled your service, your I am February not using invoice. it. I am not using it. How would I pay the for something that I will not use? I will not You you requested to close or cancel your service use it. the twentieth. So from February '20, you used the service. And our policy is if you are requesting to cancel your service, outstanding balance should be paid. So during that time, your outstanding balance is $69.95, the reason why you have to pay that. And after My this, my no account more invoice. After this, no more invoice because your service has been canceled. That's your last responsibility on this account, to fully I close don't your have account. money to pay now for that. And, also, my my my Wi Fi expired on February 11. February, and I moved No. out We from do the have house. an email you requested to close it or cancel it the twentieth. So our billing process is every first of each month. Bills are generated within the period of month. So it's the same. The last payment you need to pay is the February. That's it. And your service has been canceled as As we for the sent for a notification the for the router, Friday. for the Internet, do you do you still want case? Because I don't need this anymore. It's already been canceled. Nothing to worry. So on the address that you have before, Like, no what longer I mean, Internet. like, if if you can come and check the the the router, like, the Airbnb, if we still need this, I can send it to you people Oh, you can oh, I'm sorry. What's your question again? again? What I mean is, like, the that the, like, the physical Internet, like, that I have in my house, do you guys still want it? I can return it back. I can return it back. I mean, the, I don't know the name. Like, the that like, what I put in my house before the Internet is connected. Oh, the router? No. The modem? Yeah. The modem. The modem? Okay. Let me check. No. You don't need to. Your your account is fine. It's already been closed, and we don't need that. If you need if you need an Internet service to your new address, yes, you need a router or a modem. What I mean is, did you want me to return the router or the modem for you to put to resell to another person? Did you get a router from us? Yeah. Let me check here. One moment. And you're asking if you need to return? Yes. Like, if you want it. Let me check to our technical team because they are the one who have an But access that's okay. with It's this. still it's in the house. I didn't I didn't go with it. It's in the house. If people want it, I can send it back Yeah. to you people. I can go ahead and ask our tech Okay. team in reference with this, and then we'll call you back or we'll Okay. update you. Bye. Okay? We'll send you an email. Okay? Bye bye. Alright.","start_word":30,"end_word":737,"sentiment":"neutral","sentiment_score":-0.09463045064170482},{"text":"Thank you, Clemency. Have a good one, and be Bye. safe.","start_word":738,"end_word":748,"sentiment":"positive","sentiment_score":0.5765541683543812},{"text":"Bye bye.","start_word":749,"end_word":750,"sentiment":"neutral","sentiment_score":0.21120145916938785}],"average":{"sentiment":"neutral","sentiment_score":-0.05460417878394033}}}}