sumfct_work_demo_v2_langchain.ipynb

{
 "cells": [
  {
   "cell_type": "code",
   "execution_count": 1,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Requirement already satisfied: openai in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (0.27.2)\n",
      "Requirement already satisfied: requests>=2.20 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from openai) (2.27.1)\n",
      "Requirement already satisfied: aiohttp in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from openai) (3.8.4)\n",
      "Requirement already satisfied: tqdm in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from openai) (4.64.0)\n",
      "Requirement already satisfied: charset-normalizer~=2.0.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.20->openai) (2.0.4)\n",
      "Requirement already satisfied: certifi>=2017.4.17 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.20->openai) (2021.10.8)\n",
      "Requirement already satisfied: urllib3<1.27,>=1.21.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.20->openai) (1.26.9)\n",
      "Requirement already satisfied: idna<4,>=2.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.20->openai) (3.3)\n",
      "Requirement already satisfied: multidict<7.0,>=4.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (5.1.0)\n",
      "Requirement already satisfied: yarl<2.0,>=1.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (1.6.3)\n",
      "Requirement already satisfied: frozenlist>=1.1.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (1.2.0)\n",
      "Requirement already satisfied: aiosignal>=1.1.2 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (1.2.0)\n",
      "Requirement already satisfied: attrs>=17.3.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (21.4.0)\n",
      "Requirement already satisfied: async-timeout<5.0,>=4.0.0a3 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp->openai) (4.0.1)\n",
      "Requirement already satisfied: typing-extensions>=3.6.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from async-timeout<5.0,>=4.0.0a3->aiohttp->openai) (4.6.3)\n",
      "Requirement already satisfied: colorama in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from tqdm->openai) (0.4.4)\n"
     ]
    }
   ],
   "source": [
    "!pip install openai"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 3,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Requirement already satisfied: tiktoken in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (0.4.0)\n",
      "Requirement already satisfied: regex>=2022.1.18 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from tiktoken) (2022.3.15)\n",
      "Requirement already satisfied: requests>=2.26.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from tiktoken) (2.27.1)\n",
      "Requirement already satisfied: charset-normalizer~=2.0.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.26.0->tiktoken) (2.0.4)\n",
      "Requirement already satisfied: idna<4,>=2.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.26.0->tiktoken) (3.3)\n",
      "Requirement already satisfied: urllib3<1.27,>=1.21.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.26.0->tiktoken) (1.26.9)\n",
      "Requirement already satisfied: certifi>=2017.4.17 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests>=2.26.0->tiktoken) (2021.10.8)\n"
     ]
    }
   ],
   "source": [
    "!pip install tiktoken"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 134,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Found existing installation: langchain 0.0.200\n",
      "Uninstalling langchain-0.0.200:\n",
      "  Successfully uninstalled langchain-0.0.200\n",
      "Found existing installation: pydantic 1.10.9\n",
      "Uninstalling pydantic-1.10.9:\n",
      "  Successfully uninstalled pydantic-1.10.9\n",
      "Found existing installation: typing-inspect 0.9.0\n",
      "Uninstalling typing-inspect-0.9.0:\n",
      "  Successfully uninstalled typing-inspect-0.9.0\n",
      "Found existing installation: typing-extensions 4.6.3\n",
      "Uninstalling typing-extensions-4.6.3:\n",
      "  Successfully uninstalled typing-extensions-4.6.3\n"
     ]
    }
   ],
   "source": [
    "!pip uninstall langchain pydantic typing-inspect typing_extensions -y"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 2,
   "metadata": {},
   "outputs": [
    {
     "name": "stderr",
     "output_type": "stream",
     "text": [
      "ERROR: pip's dependency resolver does not currently take into account all the packages that are installed. This behaviour is the source of the following dependency conflicts.\n",
      "thinc 8.0.17 requires pydantic!=1.8,!=1.8.1,<1.9.0,>=1.7.4, but you have pydantic 1.10.8 which is incompatible.\n",
      "spacy 3.1.6 requires pydantic!=1.8,!=1.8.1,<1.9.0,>=1.7.4, but you have pydantic 1.10.8 which is incompatible.\n"
     ]
    },
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Requirement already satisfied: langchain==0.0.217 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (0.0.217)\n",
      "Collecting pydantic==1.10.8\n",
      "  Using cached pydantic-1.10.8-cp39-cp39-win_amd64.whl (2.2 MB)\n",
      "Collecting typing-inspect==0.8.0\n",
      "  Using cached typing_inspect-0.8.0-py3-none-any.whl (8.7 kB)\n",
      "Collecting typing_extensions==4.5.0\n",
      "  Using cached typing_extensions-4.5.0-py3-none-any.whl (27 kB)\n",
      "Requirement already satisfied: aiohttp<4.0.0,>=3.8.3 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (3.8.4)\n",
      "Requirement already satisfied: numpy<2,>=1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (1.21.5)\n",
      "Requirement already satisfied: PyYAML>=5.4.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (5.4.1)\n",
      "Requirement already satisfied: requests<3,>=2 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (2.27.1)\n",
      "Requirement already satisfied: langchainplus-sdk>=0.0.17 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (0.0.17)\n",
      "Requirement already satisfied: dataclasses-json<0.6.0,>=0.5.7 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (0.5.8)\n",
      "Requirement already satisfied: async-timeout<5.0.0,>=4.0.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (4.0.1)\n",
      "Requirement already satisfied: openapi-schema-pydantic<2.0,>=1.2 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (1.2.0)\n",
      "Requirement already satisfied: SQLAlchemy<3,>=1.4 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (1.4.32)\n",
      "Requirement already satisfied: tenacity<9.0.0,>=8.1.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (8.2.2)\n",
      "Requirement already satisfied: numexpr<3.0.0,>=2.8.4 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from langchain==0.0.217) (2.8.4)\n",
      "Requirement already satisfied: mypy-extensions>=0.3.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from typing-inspect==0.8.0) (0.4.3)\n",
      "Requirement already satisfied: yarl<2.0,>=1.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (1.6.3)\n",
      "Requirement already satisfied: multidict<7.0,>=4.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (5.1.0)\n",
      "Requirement already satisfied: attrs>=17.3.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (21.4.0)\n",
      "Requirement already satisfied: frozenlist>=1.1.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (1.2.0)\n",
      "Requirement already satisfied: aiosignal>=1.1.2 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (1.2.0)\n",
      "Requirement already satisfied: charset-normalizer<4.0,>=2.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from aiohttp<4.0.0,>=3.8.3->langchain==0.0.217) (2.0.4)\n",
      "Requirement already satisfied: marshmallow-enum<2.0.0,>=1.5.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from dataclasses-json<0.6.0,>=0.5.7->langchain==0.0.217) (1.5.1)\n",
      "Requirement already satisfied: marshmallow<4.0.0,>=3.3.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from dataclasses-json<0.6.0,>=0.5.7->langchain==0.0.217) (3.19.0)\n",
      "Requirement already satisfied: packaging>=17.0 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from marshmallow<4.0.0,>=3.3.0->dataclasses-json<0.6.0,>=0.5.7->langchain==0.0.217) (21.3)\n",
      "Requirement already satisfied: pyparsing!=3.0.5,>=2.0.2 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from packaging>=17.0->marshmallow<4.0.0,>=3.3.0->dataclasses-json<0.6.0,>=0.5.7->langchain==0.0.217) (2.4.7)\n",
      "Requirement already satisfied: urllib3<1.27,>=1.21.1 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests<3,>=2->langchain==0.0.217) (1.26.9)\n",
      "Requirement already satisfied: idna<4,>=2.5 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests<3,>=2->langchain==0.0.217) (3.3)\n",
      "Requirement already satisfied: certifi>=2017.4.17 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from requests<3,>=2->langchain==0.0.217) (2021.10.8)\n",
      "Requirement already satisfied: greenlet!=0.4.17 in c:\\users\\yuncheng.liang\\anaconda3\\lib\\site-packages (from SQLAlchemy<3,>=1.4->langchain==0.0.217) (1.1.1)\n",
      "Installing collected packages: typing-extensions, typing-inspect, pydantic\n",
      "  Attempting uninstall: typing-extensions\n",
      "    Found existing installation: typing-extensions 4.6.3\n",
      "    Uninstalling typing-extensions-4.6.3:\n",
      "      Successfully uninstalled typing-extensions-4.6.3\n",
      "  Attempting uninstall: typing-inspect\n",
      "    Found existing installation: typing-inspect 0.9.0\n",
      "    Uninstalling typing-inspect-0.9.0:\n",
      "      Successfully uninstalled typing-inspect-0.9.0\n",
      "  Attempting uninstall: pydantic\n",
      "    Found existing installation: pydantic 1.10.9\n",
      "    Uninstalling pydantic-1.10.9:\n",
      "      Successfully uninstalled pydantic-1.10.9\n",
      "Successfully installed pydantic-1.10.8 typing-extensions-4.5.0 typing-inspect-0.8.0\n"
     ]
    }
   ],
   "source": [
    "!pip install langchain==0.0.217 pydantic==1.10.8 typing-inspect==0.8.0 typing_extensions==4.5.0"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 3,
   "metadata": {},
   "outputs": [],
   "source": [
    "import langchain"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 145,
   "metadata": {},
   "outputs": [],
   "source": [
    "import os\n",
    "##os.environ[\"OPENAI_API_KEY\"]=\"#####\n",
    "# ######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\""
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 5,
   "metadata": {},
   "outputs": [
    {
     "data": {
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       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>TEXT_CUSTOMER_FULL</th>\n",
       "      <th>TEXT_AGENT_FULL</th>\n",
       "      <th>TEXT_ALL</th>\n",
       "      <th>RECEIVING_SKILL</th>\n",
       "      <th>CTN</th>\n",
       "      <th>CUSTOMER_ID</th>\n",
       "      <th>SPEECH_ID_VERINT</th>\n",
       "      <th>CONVERSATION_DATE</th>\n",
       "      <th>Year</th>\n",
       "      <th>Month</th>\n",
       "      <th>CONNECTION_ID</th>\n",
       "      <th>CLEAN_TEXT_CUSTOMER</th>\n",
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       "      <th>COMPETITOR_MENTION</th>\n",
       "      <th>ROGERS_FIDO_MENTION</th>\n",
       "      <th>PRODUCT_MENTION</th>\n",
       "      <th>clean_text_rmstop</th>\n",
       "      <th>lda_inference_result</th>\n",
       "      <th>top_topic</th>\n",
       "      <th>top_topic_prob</th>\n",
       "      <th>2nd_topic</th>\n",
       "      <th>2nd_topic_prob</th>\n",
       "      <th>3rd_topic</th>\n",
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       "      <th>4th_topic</th>\n",
       "      <th>4th_topic_prob</th>\n",
       "      <th>5th_topic</th>\n",
       "      <th>5th_topic_prob</th>\n",
       "      <th>ECID</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>YES VALUE, JUST GERMANY MY TELEPHONE SERVICE AND I LIKE TO GET CHANNEL IS PROGRAM, YEAH, YES I HAVE NOW I HAVE, HAD AND STARTING THIS MORNING HERE, OKAY, IT'S RABBIT VERY MUCH, TAKE A PEN, WITH YOUR NUMBER RIGHT NOW, OKAY THERE'S A LOT OF NEW TO ME, OKAY THANK YOU VERY MUCH</td>\n",
       "      <td>HI I'M SURE IN FROM ROGERS HOW CAN I HELP YOU TODAY, GOOD THANK YOU HOW ARE YOU, OKAY AND JUST TO MAKE SURE I UNDERSTAND ISSUE YOU'RE CALLING ABOUT YOU WERE YOU HAVE GOTTEN THE NEW ROGERS SERVICE CABLE SERVICE AND YOU'RE LOOKING TO CHANGE SOME OF THE CHANNELS, OKAY SO THIS IS A ROGERS LEGACY TECHNICAL SUPPORT THE ORDER CABLE ALRIGHT THANK YOU HAVE THE ROGERS IGNITE, OKAY SO I HAVE TO, OR NICE THAT'S REALLY NICE CORE IT SO I'M GOING TO HAVE TO TRANSFER YOU TO THE ROGERS IGNITE TECHNICAL SUPPORT AND THEY'LL HELP YOU THE CHANNELS, CAN I JUST GET YOUR FIRST AND LAST NAME, OKAY THANK YOU AND YOU ARE VOICE VERIFIED, VOICE VERIFIED, OR IT SO WE HAVE A TOOL THAT CAN RECORD DOES YOUR VOICE AND YOU ENROLLED IN THIS BEFORE I THINK, ALRIGHT I'M TRANSFERRING YOU NOW, THANK YOU VERY MUCH</td>\n",
       "      <td>HI I'M SURE IN FROM ROGERS HOW CAN I HELP YOU TODAY, YES VALUE, GOOD THANK YOU HOW ARE YOU, JUST GERMANY MY TELEPHONE SERVICE AND I LIKE TO GET CHANNEL IS PROGRAM, OKAY AND JUST TO MAKE SURE I UNDERSTAND ISSUE YOU'RE CALLING ABOUT YOU WERE YOU HAVE GOTTEN THE NEW ROGERS SERVICE CABLE SERVICE AND YOU'RE LOOKING TO CHANGE SOME OF THE CHANNELS, YEAH, OKAY SO THIS IS A ROGERS LEGACY TECHNICAL SUPPORT THE ORDER CABLE ALRIGHT THANK YOU HAVE THE ROGERS IGNITE, YES I HAVE NOW I HAVE, OKAY SO I HAVE TO, HAD AND STARTING THIS MORNING HERE, OR NICE THAT'S REALLY NICE CORE IT SO I'M GOING TO HAVE TO TRANSFER YOU TO THE ROGERS IGNITE TECHNICAL SUPPORT AND THEY'LL HELP YOU THE CHANNELS, OKAY, CAN I JUST GET YOUR FIRST AND LAST NAME, IT'S RABBIT VERY MUCH, OKAY THANK YOU AND YOU ARE VOICE VERIFIED, TAKE A PEN, VOICE VERIFIED, WITH YOUR NUMBER RIGHT NOW, OR IT SO WE HAVE A TOOL THAT CAN RECORD DOES YOUR VOICE AND YOU ENROLLED IN THIS BEFORE I THINK, OKAY THERE'S A LOT OF NEW TO ME, ALRIGHT I'M TRANSFERRING YOU NOW, OKAY THANK YOU VERY MUCH, THANK YOU VERY MUCH</td>\n",
       "      <td>ROG_EN_VO_TS_T1_TV</td>\n",
       "      <td>K2~5rD8M/mM0InAvOBdI/p92g==</td>\n",
       "      <td>K1~+3BCOWMoA11R0zzvhcsV/g==</td>\n",
       "      <td>504058196152309</td>\n",
       "      <td>2023-05-20</td>\n",
       "      <td>2023</td>\n",
       "      <td>5</td>\n",
       "      <td>01210354106466a2</td>\n",
       "      <td>germany telephone service get channel program start rabbit pen number new</td>\n",
       "      <td>rogers understand issue call get new rogers service cable service change channel rogers legacy technical support order cable rogers ignite core go transfer rogers ignite technical support channel get voice verify voice verify tool record voice enrol transfer</td>\n",
       "      <td>NaN</td>\n",
       "      <td>NaN</td>\n",
       "      <td>NaN</td>\n",
       "      <td>germany telephone service get channel program start rabbit pen number new</td>\n",
       "      <td>[0.00004343539712709953,0.00004712971156441838,0.17902899951373685,0.03332880503675981,0.00006432668116668139,0.3993253066598009,0.00007485585840979774,0.00002889738628754685,0.04216716396467945,0.1013711254272932,0.00006326893638246995,0.0000636805007104108,0.00004902385358773018,0.08225222645657834,0.031187458515365075,0.09874520393985818,0.03215909216069181]</td>\n",
       "      <td>Bundle Inquiry</td>\n",
       "      <td>0.399325</td>\n",
       "      <td>Deactivation</td>\n",
       "      <td>0.179029</td>\n",
       "      <td>TV addon Inquiry</td>\n",
       "      <td>0.101371</td>\n",
       "      <td>Customer Notifications</td>\n",
       "      <td>0.098745</td>\n",
       "      <td>Plan Inquiry - Home Phone</td>\n",
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      "text/plain": [
       "                                                                                                                                                                                                                                                                   TEXT_CUSTOMER_FULL  \\\n",
       "0  YES VALUE, JUST GERMANY MY TELEPHONE SERVICE AND I LIKE TO GET CHANNEL IS PROGRAM, YEAH, YES I HAVE NOW I HAVE, HAD AND STARTING THIS MORNING HERE, OKAY, IT'S RABBIT VERY MUCH, TAKE A PEN, WITH YOUR NUMBER RIGHT NOW, OKAY THERE'S A LOT OF NEW TO ME, OKAY THANK YOU VERY MUCH   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    TEXT_AGENT_FULL  \\\n",
       "0  HI I'M SURE IN FROM ROGERS HOW CAN I HELP YOU TODAY, GOOD THANK YOU HOW ARE YOU, OKAY AND JUST TO MAKE SURE I UNDERSTAND ISSUE YOU'RE CALLING ABOUT YOU WERE YOU HAVE GOTTEN THE NEW ROGERS SERVICE CABLE SERVICE AND YOU'RE LOOKING TO CHANGE SOME OF THE CHANNELS, OKAY SO THIS IS A ROGERS LEGACY TECHNICAL SUPPORT THE ORDER CABLE ALRIGHT THANK YOU HAVE THE ROGERS IGNITE, OKAY SO I HAVE TO, OR NICE THAT'S REALLY NICE CORE IT SO I'M GOING TO HAVE TO TRANSFER YOU TO THE ROGERS IGNITE TECHNICAL SUPPORT AND THEY'LL HELP YOU THE CHANNELS, CAN I JUST GET YOUR FIRST AND LAST NAME, OKAY THANK YOU AND YOU ARE VOICE VERIFIED, VOICE VERIFIED, OR IT SO WE HAVE A TOOL THAT CAN RECORD DOES YOUR VOICE AND YOU ENROLLED IN THIS BEFORE I THINK, ALRIGHT I'M TRANSFERRING YOU NOW, THANK YOU VERY MUCH   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               TEXT_ALL  \\\n",
       "0  HI I'M SURE IN FROM ROGERS HOW CAN I HELP YOU TODAY, YES VALUE, GOOD THANK YOU HOW ARE YOU, JUST GERMANY MY TELEPHONE SERVICE AND I LIKE TO GET CHANNEL IS PROGRAM, OKAY AND JUST TO MAKE SURE I UNDERSTAND ISSUE YOU'RE CALLING ABOUT YOU WERE YOU HAVE GOTTEN THE NEW ROGERS SERVICE CABLE SERVICE AND YOU'RE LOOKING TO CHANGE SOME OF THE CHANNELS, YEAH, OKAY SO THIS IS A ROGERS LEGACY TECHNICAL SUPPORT THE ORDER CABLE ALRIGHT THANK YOU HAVE THE ROGERS IGNITE, YES I HAVE NOW I HAVE, OKAY SO I HAVE TO, HAD AND STARTING THIS MORNING HERE, OR NICE THAT'S REALLY NICE CORE IT SO I'M GOING TO HAVE TO TRANSFER YOU TO THE ROGERS IGNITE TECHNICAL SUPPORT AND THEY'LL HELP YOU THE CHANNELS, OKAY, CAN I JUST GET YOUR FIRST AND LAST NAME, IT'S RABBIT VERY MUCH, OKAY THANK YOU AND YOU ARE VOICE VERIFIED, TAKE A PEN, VOICE VERIFIED, WITH YOUR NUMBER RIGHT NOW, OR IT SO WE HAVE A TOOL THAT CAN RECORD DOES YOUR VOICE AND YOU ENROLLED IN THIS BEFORE I THINK, OKAY THERE'S A LOT OF NEW TO ME, ALRIGHT I'M TRANSFERRING YOU NOW, OKAY THANK YOU VERY MUCH, THANK YOU VERY MUCH   \n",
       "\n",
       "      RECEIVING_SKILL                          CTN  \\\n",
       "0  ROG_EN_VO_TS_T1_TV  K2~5rD8M/mM0InAvOBdI/p92g==   \n",
       "\n",
       "                   CUSTOMER_ID  SPEECH_ID_VERINT CONVERSATION_DATE  Year  \\\n",
       "0  K1~+3BCOWMoA11R0zzvhcsV/g==   504058196152309        2023-05-20  2023   \n",
       "\n",
       "   Month     CONNECTION_ID  \\\n",
       "0      5  01210354106466a2   \n",
       "\n",
       "                                                         CLEAN_TEXT_CUSTOMER  \\\n",
       "0  germany telephone service get channel program start rabbit pen number new   \n",
       "\n",
       "                                                                                                                                                                                                                                                     CLEAN_TEXT_AGENT  \\\n",
       "0  rogers understand issue call get new rogers service cable service change channel rogers legacy technical support order cable rogers ignite core go transfer rogers ignite technical support channel get voice verify voice verify tool record voice enrol transfer   \n",
       "\n",
       "  COMPETITOR_MENTION ROGERS_FIDO_MENTION PRODUCT_MENTION  \\\n",
       "0                NaN                 NaN             NaN   \n",
       "\n",
       "                                                           clean_text_rmstop  \\\n",
       "0  germany telephone service get channel program start rabbit pen number new   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                          lda_inference_result  \\\n",
       "0  [0.00004343539712709953,0.00004712971156441838,0.17902899951373685,0.03332880503675981,0.00006432668116668139,0.3993253066598009,0.00007485585840979774,0.00002889738628754685,0.04216716396467945,0.1013711254272932,0.00006326893638246995,0.0000636805007104108,0.00004902385358773018,0.08225222645657834,0.031187458515365075,0.09874520393985818,0.03215909216069181]   \n",
       "\n",
       "        top_topic  top_topic_prob     2nd_topic  2nd_topic_prob  \\\n",
       "0  Bundle Inquiry        0.399325  Deactivation        0.179029   \n",
       "\n",
       "          3rd_topic  3rd_topic_prob               4th_topic  4th_topic_prob  \\\n",
       "0  TV addon Inquiry        0.101371  Customer Notifications        0.098745   \n",
       "\n",
       "                   5th_topic  5th_topic_prob      ECID  \n",
       "0  Plan Inquiry - Home Phone        0.082252  41214916  "
      ]
     },
     "execution_count": 5,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "import pandas as pd\n",
    "import numpy as np\n",
    "import tiktoken\n",
    "df=pd.read_csv(\"sumfct_demo.csv\")\n",
    "pd.set_option('display.max_columns', None)\n",
    "pd.set_option('display.max_colwidth', None)\n",
    "df.head(1)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 6,
   "metadata": {},
   "outputs": [],
   "source": [
    "topic_list = ['Channel Inquiry', 'Tech Support', 'Promotion Inquiry',\n",
    "       'Billing Inquiry', 'Plan Inquiry - Internet', 'Equipment Inquiry',\n",
    "       'Plan Inquiry - Home Phone', 'Plan Inquiry - TV', 'Deactivation',\n",
    "       'MyRogers', 'Technician Installation Inquiry', 'Move Request',\n",
    "       'Payment Inquiry', 'Account Inquiry', 'TV addon Inquiry', 'Customer Notifications'\n",
    "]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 7,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "[\"HI VAL COMPLETE ROGERS MY NAME IS NOTHING FROM SOMEWHERE SIDE CAN I HAVE YOUR FIRST AND LAST NAME PLEASE, YEAH IS JEFFREY P U, OKAY I JUST NEED TO ASK YOU FEW QUESTION TO ATTEND TO CAKE YOU CAN I HAVE YOUR POSTAL CODE PLEASE, ELSE FOR WHY NO SCREEN L FOUR G SEVEN ONE NINE, THAT'S OKAY YEAH AND CAN I HAVE THE EMAIL ADDRESS ON THE DATE OF BIRTH PLEASE, J E F F E DOT P L GMAIL DOT COM, OKAY, AND IT'S JULY ELEVENTH NINETEEN SIXTY NINE, OKAY THANK YOU SO MUCH FOR PROVIDING ALL THE INFORMATION HOW YOU DOING TODAY, GOOD HOW ARE YOU, I'M GOOD THANK YOU FOR ASKING I OPEN YOUR DISCOUNT AND HOW CAN I HELP YOU, YEAH JUST WANTING TO INQUIRE ABOUT CONCIERGE MOVE I GUESS, MOVE, WE'RE MOVING YES WE'RE SO I GUESS IT'S NO COMPLICATED WERE TAKING OVER ON JUST WASTE ON JUNE THE SEVENTH, OKAY, AND WE DON'T MOVE FROM YOUR CURRENT LOCATION UNTIL JUNE THE TWENTIETH, JOE ON THE TWENTIETH SO YOU'LL BE LEAVING THE FOR THIS ADDRESS ON JUNE TWENTY FOURTH THEN, YEAH EIGHT EIGHTEEN THAT CALL US WE'LL BE MOVING ON JUNE TWENTIETH, YES JUNE TWENTIETH YOU IS MOVING SO BASICALLY YOU WERE MOVING INTO THE NEW ADDRESS ON JUNE THE OF THEN TAKE TWENTY FIRST, YES THANK YOU AND JUNE TWENTIETH WE MOVED YEAH IT'S JUST LIKE FORTY FIVE MINUTES MINUTES AWAY, OKAY CAN YOU JUST PROVIDE ME THE NEW ADDRESS PLEASE, YEAH IT'S TWENTY TWELVE, TAKE DRUGS OKAY, EIGHT A A T E, OKAY, YOU, OKAY, NOT SIR AND THEN STILL, SORRY WHAT YOU MENTION, IN THIS BILL IS THE TOWN I AND N I S I L IN THOSE SO, OKAY AND K U, YES, AND THE POSTAL CODE PLEASE, HOLD ON THERE YOU'RE GOING TO LET ME SEE, OKAY, OKAY IS L AS IN LARRY NINE S AS IN SAM ONE Y TWO, OKAY SO LET ME CHECK FOR THE ADDRESS IT'S SERVICE ABLE, IT IS SERVICEABLE, YEAH I'M JUST CHECKING ON THAT CHANGE, OKAY, I GUESS IT'S SERVICE, OKAY, OKAY SO IS THAT OKAY IF I DO THE DISCONNECTION ON TWENTIETH OF JUNE AND THE RECONNECTION IS TWENTIETH TWENTY FIRST OF JUNE, SORRY, IS THAT'S OKAY WITH YOU IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND THE RECONNECTION IS ON JUNE TWENTY FIRST, WELL THIS IS THIS IS I WANT TO STAY GASSES IS IT POSSIBLE TO HAVE A NEW SERVICE SET UP FOR THIS THE AROUND THE EIGHTH OF JUNE AT THE NEW HOUSE AND THEN WE DISCONNECT EVERYTHING AT THE OLD HOUSE OR OUR CURRENT LOCATION NOW ON JUNE THE TWENTIETH, KNOW IF IT'S GONNA BE BECAUSE THE DISCONNECTION, SO YOU'RE TELLING ME FOR LIFE FOURTEEN DAYS I CAN'T HAVE ANY SERVICE AT ALL AT MY NEW HAVE, NO NO NO NO SO WHEN YOU MOVING YOU SAID YOU WERE MOVING FROM THIS CURRENT ADDRESS OR JUNE TWENTIETH RIGHT YOU HAVE LEAVING THE OLD HOUSE SO YOU WOULD BE MOVING THE SERVICE IS ON THE NEXT DAY RIGHT JUNE TWENTY FIRST, CORRECT SO THIS IS WHAT I THIS IS PART OF MY QUESTION IS WE TAKE IS ACTION OF AND HOUSE OF THE SEVENTH OF JUNE MY SON JUST GOING TO BE LIVING THERE AND WE'D LIKE TO HAVE SERVICES SET UP TO BACK STARTING FROM JUNE THE EIGHTH AND THEN THE CURRENT LOCATION EIGHTEEN THERE CALL US WE WANT TO JUST DISCONNECT EVERYTHING ON THE TWENTIETH, I CAN TRY AND SEE IF IT'S GONNA WORK TAX IT BUT I DON'T THINK SO IT'S GONNA RATE JUNE HELLO, FIVE, YES THERE ACTUALLY NO WE CANNOT DO LIKE THE ACTIVITY LIKE JUNE TWENTY IT WILL BE DISCONNECTION OF THE RECONNECTION WILL BE TOLD ME NO THE DISCONNECTION BIG HAS TO BE BEFORE AND THE CONNECTION FEE IT HAS TO BE AFTER, SO YOU WOULD PREFER ME TO MOVE TO BELL CANADA THEM AS A CUSTOMER TO SET UP A NEW HOUSE AND JUST DROP ROGERS IT'S NUMBER TWENTY CAUSE THAT'S WHAT I'M HEARING, CLOSE AND I'M NOT SAYING THAT THINGS BUT AS FOR THE SYSTEMS, FOR YOU HAVE TO OUR YOU'RE SAYING YOU'RE TELLING ME I CAN'T OKAY WELL HOW DO YOU TELL ME HOW WE WORK AROUND OF THEM, IT'S LARGE ON THAT, I'M I'M YOUR CUSTOMER WILL HAVE TO HOUSES FOR FOR FOURTEEN DAYS SO HOW WOULD YOU LIKE ME TO HANDLE IT SO THAT I STAY AS A ROGERS CUSTOMER, VOID OKAY SO NICE YOU'LL SEE SIR THEM WORD WILLY WORKS IF WE DO IT THE DISCONNECTION AND THE RECONNECTION ON THE SAME DAY THE LIFE IF THE WE DO THE DISCONNECTION LIKE ON TWENTIETH AND THE RECONNECTION ON TWENTY FIRST BECAUSE THE DISCONNECTION DATE IS THE BEFORE AND THAT'S CONNECTION DATE HAS TO BE AFTER SO IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND HOW I CAN DO THE RECONNECTION ON JUNE SEVENTH IT'S NOT POSSIBLE, OKAY WHAT I WHAT WELL OKAY OKAY SO THE OTHER OPTION IS FOR ME TO GO TO BELL CANADA YET ALL OF OUR SERVICES SET UP TO THE NEW HOUSE ON THE SEVENTH AND THEN ON THE TWENTIETH I CEASED BEING A ROGERS CUSTOMER YOU HAVE TO HAVE SOME WAY OF BEING ABLE TO HELP ME I WOULD HAVE TO HAVE TO HOUSES SERVICE ON NUMBER ACCOUNT UNDER THE NEW ADDRESS OR SOMETHING THIS CAN'T BE THE FIRST TIME YOU GUYS WHATEVER HAS IVORY FIVE, SO THERE IS ONES UPGRADE DEPARTMENT I CAN TRANSFER YOUR CALL THAT I CAN YOU TO THEM IF THEY'RE GOING TO HELP YOU IN THIS CASE, TO WHO, IS THAT OKAY THE MOVE DEPARTMENT, SORRY WHO YOUR CHRISTIAN REMOVE DEPARTMENT, YES, WASN'T THIS THE MOVE DEPARTMENT LIKE I GOT AN EMAIL TELLING ME THIS WAS A CONCIERGE, NO, LOANING THAT I CALLED SO YOU'RE TELLING ME THIS IS NEED UNLIMITED DEPARTMENT, I KNOW WHAT I'M FROM IGNITE SCHEDULED BACK MA'AM, OKAY WHY WOULD THEY SEND ME AN EMAIL WITH THE SOUTH WHAT WAS PHONE NUMBER IF IT'S NOT EVEN THE RIGHT ONE ANYWAYS OKAY SO I NEED TO THE MOVE DEPARTMENT PLEASE THAT'S FINE, I I'M GIVE ME A MOMENT, THANK YOU, YOU'RE WELCOME OKAY I'M GOING TO THINK YOUR CARD OKAY, YEAH\",\n",
       " \"HELLO, HELLO, HI MY NAME IS PLEASE I WOULD BE A BUSINESS SERVICE SPECIALIST YOU'RE IN BRAMPTON TODAY HOW'S YOUR DAY, I'M GOOD YEAH, THANK YOU SO MUCH FOR ASKING MY DAYS GOING WELL HOW CAN I HELP, I AM WILL BE JAMES INTERNET AND FOR AND THEN GET A MOVING IT END OF MAY SO I WANT TO TRANSFER MY SERVICE SO US ADDRESS, OKAY SIR FOR SURE I CAN HELP YOU WITH TAX CAUSE I KNOW YOUR FIRST AND LAST NAME, HE'S PHONE GET IT, MARCH FOR AUTHENTICATION I TO SEE DEVICE ID HERE GIVE ME ONE MOMENT I'M OPENING YOUR ACCOUNT CAN YOU TELL ME THE POSTAL CODE WHERE YOU'RE MOVING TO, M SCHOOL AND FOUR N FULL N S, JUST GIVE ME A MOMENT I'M GOING TO CHECK IF YOU SERVICE OUT EIGHTY OR NOT, YEAH, AND SIR ONE NO SHOE ONE NINE SURE IS IT M FOUR N TWO L AND WHAT'S THE LAST DIGIT, S I DON'T KNOW SORRY SIX, SIX OKAY, YEAH, IS IT HOME AND TRYING TO FOR BUSINESS PURPOSES WHAT IS IT A PHYSICAL LOCATION FOR WORK SIR, I'M SORRY, IS THERE A PHYSICAL LOCATION FOR BUSINESS OR YOUR HOME, AGENCY LOCATION, FOR BUSINESS, NO NO THIS IS A BOOTING THE OFFICE AND THEN WE HAVE GOING INTO THE OFFICE IN THIS ADDRESS, SHE OKAY SIR CAN YOU TELL ME THE EXACT ADDRESS, SURE THREE THREE ZERO ZERO STREET THE SUITE NUMBER THREE O FIVE, TO DO YOU FIVE YOUR SORRY THAT'S OKAY, BETTER, AND THE CITY IS NORTH YORK, E NOTE ON TWELVE ONTARIO, TURN ON OKAY GIVE ME A MOMENT SIR LET ME HAVE A, YEAH, CHECK THAT EXACT ADDRESS NOW YOU WILL BE MOVING WITH YOUR INTERNET AND YOUR LANDLINE BOTH CORRECT, YES, FOR SURE SO I CAN HELP YOU WITH THAT THE ONLY PROBLEM IS BAD THIS WOULD TAKE ME A BIT OF TIME OKAY, YEAH SURE NO PROBLEM, IT WOULD TAKE ME TEAM AND NINETEEN FIFTEEN TWENTY MINUTES IT WOULD BE A VERY LONG PROCESS THAT'S THE ONLY REASON WHY YOUR LANDLINE I'M JUST GOING TO QUICKLY HAVE A LOOK INTO YOUR BILL AND SEE IF EVERYTHING IS GOOD TO GO OKAY JUST A MOMENT, I ACTUALLY I CARD YESTERDAY AND I DID THE SAME THING AND THEN THE THE SERVICE THE REP TRANSPORTING NEW ADDRESS THE SAME THING AS THE THEY NOW AND THEN IN THE VISIT THE PHONE DISCONNECTED I DON'T KNOW IF YOU HAVE TO DO ANYTHING NEW OR MAYBE YOU CAN CONTINUE FROM THE JOB SO, OKAY NO THERE WON'T BE A CONTINUES SIR THAT'S A PROBLEM, YEAH NO PROBLEM AND THEN, YEAH, I HAVE AFTER THIS AFTER MOVING OR ASK YOU KNOW, YEAH FOR SURE GO AHEAD RIGHT NOW SIR, OKAY IT'S A ABOUT THE PHONE I RECEIVE THE EMAIL AND THEN THE EMAIL I HAVE TO UPGRADE MODEM FOR THEM, GOT IT, AND THEN I COMING TO K THERE WITH THE EMAIL AND I SET UP THE UP ONE MONTH ANY ABLE TO MAKE BUT NOBODY CAME AND THEN IT DOES NOT UPGRADED BUT DOESN'T REALLY MATTER BUT I GUESS TICKET A PHONE AND THEN I DON'T REALLY USE IT SO ABOUT THE UPGRADING JANUARY DO IT OR DO I HAVE TO CORE ANOTHER TOO, NO I CAN DO IT, OKAY AND THEN, SO FIRST OF ALL REGARDING YOUR CHANGE OFF OF THE MODEM FOR YOUR PHONE OKAY, YEAH YEAH, YOUR PHONE SYSTEM ASKING GS SO JUST CORRECT DO YOU HAVE CHANGE THE TECHNOLOGY NOW THE TECHNOLOGY HOW IT'S GOING TO LOOK LIKE I HAVE TO PLACE THE ORDER FOR IT IS CALLED ROGERS BUSINESS LANDLINE AND IT'S GOING TO BE TWENTY DOLLARS PER MONTH IT'S GOING TO BE THE SAME KIND OF SYSTEM JUST A BETTER TECHNOLOGY OKAY AND IS GOING TO BE HAVING MANY FEATURES AND IT'S SUCH JAZZ CALL TRANSFER CALL FORWARDING AND MANY OTHER VOICEMAILS AS BILLS IS GOING TO HAVE A IN IT IT'S GOING TO BE FOR THREE YEARS AGAIN AND I WILL BE CHANGE AGAIN SEE YOU I WILL PLACE AN ORDER IN MY SYSTEM WITHIN EIGHT TO NINE BUSINESS DAYS A TEAM WILL REACH OUT TO YOU THEY WILL CALL YOU AN EMAIL YOU THEMSELVES, OKAY, AND THEY WILL HELP YOU TO CHANGE YOUR SYSTEM AND THEN THEY WOULD BE A MOVE THAT WOULD GO TO TELL ME ONE THING WHEN DO YOU WANT TO MOVE EXACTLY, THAT YOU CAN CHECK DATE IS THE MAY THIRTY FIRST SO IF I JUST BOUGHT IT FROM MY NEW ADDRESS FROM JUNE FIRST BILL THAT'S THE BEST THIS NOW YEAH SO IT MEANS IT'S GOING TO BE BLOOR ONE CHANGE THING I DON'T KNOW HOW THAT SCHEDULE O'CLOCK, THAT'S WHAT I'M EVEN THANK YOU SHOULD I UPGRADE YOUR SYSTEM FIRST OR SHOULD I HAVE WHO'VE YOU FIRST, OKAY I SURE THE FULL NO ANYTHING IT DOESN'T HAVE TO BE THAT THEY ANYTIME IS OKAY BUT HE'S NOT MOVING IS IMPORTANT BECAUSE IT IS IT'S OF ONE DAVE'S JANE YEAH, GOT A GOT X R CODE OR YEAH SO I WILL BOOK YOU FOR THIRTY FIRST OF MAY OKAY SO THAT YOU COULD TRANSFER YOUR SERVICES SO ON THIRTY FIRST THEY WILL COME THEY WILL PICK UP AND THEY WILL PUT IT BACK TO YOUR NEW PLEASE OKAY THAT'S WHAT THEY ARE GOING TO DO, JENNY PIGEON FOR CAUSE, SURE I CAN DO THAT THAT'S FINE, YEAH, YEAH I CAN DO JUNE FIRST IS FINE COMPLETE YOU TELL ME ONE THING WHAT TIME DO YOU LIKE MORNING AFTERNOON EVENING NINTH BETWEEN EIGHT TO FIVE, WELL I NEED TO DO BETTER, PARDON, YEAH ALL YEAH IF YOU HAVE WHAT TIME IN THE MORNING ITS GOOD, YEAH OKAY SO EIGHT TO ELEVEN O'CLOCK IS THAT FINE, YEAH, YEAH OKAY AND YOU WANTED OR JUNE FIRST JUNE FIRST I'M JUST GOING TO CHECK THE DAYS YOU'RE WORKING THAT DATE IF THAT'S THURSDAY FOR SURE IT WILL WORK SO IT IS GOING TO BE JUNE FIRST TWENTY TWENTY THREE YOU WANTED BY ATM AND FIRM IT WOULD BE BEST ADVISE IF YOU COULD STAY ON THE PHONE CALL IF I HAVE ANY QUESTIONS DO YOU ALLOW LAST OKAY, YEAH, OKAY, OKAY, I WAS START WITH THE PROCESS FOR NOW YOU TO DO HAVE DATA ONCE YOU MOVE LET'S DO LATER ON, THAT'S GOOD PERFECT, SINCE THAT'S NOT THE MOST IMPORTANT THING I UNDERSTAND I COMPLETELY YOUR SERVICES WON'T STOP EVEN IF YOU WERE YOUR DEVICE IS NOT UPDATED THAT'S FINE COMPLETELY YOU CAN CALL IN JUNE AND THEN WE CAN DO IT FOR NOW OTHERWISE IF THEY DO THE SYSTEM CHANGE IT MIGHT CAUSE A DOUBLE AND MOVIE GO THE LESS DATA THAN THAT WHICH IS NOT, YEAH, WE DO IT IN DOING MONTH, OKAY OKAY, GO AHEAD, CAN I CHANGE THAT THEY CAUSE I DON'T KNOW WHAT THE BEST BUT I DO YOU CAN BARELY MADE ALREADY LAWYERS N D E BILLING IS BUT THEN MY JEEZ DID THE UNTIL MATE BUT IT'S NOT A VERY BE TODAY BUT I'M GOING TO BE FROM THE F OR THE ITS EIGHT GOING PLACES, MAY THIRTY FIRST OKAY COULD WORK, YEAH YEAH YEAH BUT IT TEXT A CREDIT Z DOES IT JUNE FOR THAT, FIRST, ESTELLE MY ID THERE AND THEN, OKAY MAY I THIRTY FIRST YOU NEED TO THAN THE TIMING THAT'S YEAR EVENING CORRECT, YEAH YES MA'AM, OKAY YEP SURE THAT WORKS FOR ME I WILL BOOK THE MOVE FOR YOU I WILL WORK ON THE PROCESS I'LL PLACE THE ORDER A LET YOU KNOW OF EVENING AND THEN THE TECHNICIAN WILL EMAIL YOU WILL CONTACT YOU WITH THEY WERE DO EVERYTHING OKAY, OKAY AND SEVEN BIG FOR ME ENOUGH SO THE LANDLINE BUT THE MOVING DATE I'M GOING TO BE A DIGIT IF IT SO TO MY BUT I CAN KEEP BUT IF IT MY WALL AND I CAN BYE BYE, OKAY YOURS, DO YOU HAVE MY YEAH, YEAH YOU WANTED TO BE ON THE PHONE CALL FOUR SIX FOUR SEVEN TWO WITH THREE FOUR FIVE EIGHT TWO, THAT'S CORRECT THAT'S ALSO, YOU OKAY SO IT'S THE ROGERS CALLED NUMBER, OKAY, OKAY AND THEY WILL OURS IS, AND I JUST THAT I HAVE I AM I THAT'S THAT'S DID YOU DOES INCLUDE BUT, GO AHEAD SIR PLEASE SORRY, I HAD OR FLOOR AND THE IT DOES DOESN'T VERY IMPORTANT LOOK AT SOME POINT RIGHT ONE MONTH MONTH THE WHOLE MY WORK FOR THE IT'S NOT WHAT'S THE ANYMORE BUT, YOU'LL CALL FORWARDING IS, BUT I DIDN'T DO ANYTHING BECAUSE I WANT TO UPGRADE MODEM FIRST THEN I YOU GOT IT F RATE IT'S LAST BILL S FOR FOR FOR DO OR SO I DID NOW IT'S GOING TO BE APPRAISED AT THE AGO, OKAY LET ME HAVE A LOOK FIRST OF ALL IF THERE IS ANY ISSUE WE CAN RESOLVE IT RIGHT NOW LET ME CHECK WHY YOUR CALL FORWARDING IS NOT WORKING GIVE ME A MOMENT, THANK YOU, NO REESE CALL FORWARDING YEAH I DON'T SEE CODE FORWARDING LET ME MORTGAGE, YEAH, YEAH LETS SEE CALLS, IT'S GOT YEAH, OKAY SO THE PROBLEM, THANK YOU YEAH YEAH NO NO I USED IT FOR MANY YEARS, SORRY GO AHEAD, THE FOR SOME REASON IT JUST BEEN, OKAY SO BASICALLY YOU CAN SELECT TWO SERVICES OKAY I WILL NAME ALL THE SERVICES LET ME KNOW WHICH DO YOU WANT OKAY, YEAH, BUSY CALLING REGARD CALL DISPLAY CALL DISPLAY BLOCK CALLS FORWARD CALL TRANSFER CALL WAITING THANKS AND THE HAS CALL FORWARD HUNTING IT'S I'LL EXPLAIN YOU FOR SURE AND WEISS MOVE CAN YOU TELL ME WHICH DO YOU LIKE SIR YOU WANT TO CALL FORWARDING, YEAH I KNOW WHAT TO FOR SURE OR FOR AND WE'RE GET A AND THEN THAT I DON'T NEED TO GET THAT ON, CALL DISPLAY AND OKAY OKAY CALL DISPLAY AND CALL FORWARDING, YEAH, GOOD WITH THAT AND FINISH G SO CALL DISPLAY AND CALL FORWARDING IS THE ONE, THAT'S WHEN I CAN USE IT FROM TODAY, IT WORKS MA'AM, THAT YOU THAT YOU COULD, YEAH ITS NOT GOING TO BE A PROBLEM MY IT WAS JUST FEW COLLECTS AND FOR SURE IT'S A CHOICE START WITH SERVICE YOU NEED ANY TO YOU CAN CHOOSE AND YOU CHOSE CALL DISPLAY AND CALL FORWARDING IT WORKS, YEAH THANK YOU, NO SO THAT IS DONE AND THEN I'LL START THE PROCESS FIRM I'M JUST GOING TO CHECK YOUR TERM OFFER IF IT DOES NOT HAVE ANY PROBLEM MINUTES AND IT'S GOING TO DO NOT EXPIRE SO IF IT IS GOING TO I'LL JUST LET YOU KNOW SO THAT IT COULD BE, YEAH, FOR YOUR BUSINESS PHONE YOU ARE GOING TO DO IT NEXT MONTH YOUR INTERNET SEVENTY NINE NINETY NINE IT IS TILL DECEMBER TWENTY TWENTY FOUR SO YOU'RE GOOD FOR ONE AND A HAVE YOUR MORE JUST MARK THE DATE DECEMBER TWENTIETH TWENTY TWENTY FOUR THIS IS THE DAYS YOUR INTERNET PACKAGE WILL BE DONE OKAY, YEAH OKAY, SO YOU NEED TO CALL IN ROGERS BY THAT TIME AND GET A NEW TERM, OKAY, OKAY OTHERWISE YOU WERE PRICE WOULD INCREASE IF YOU COULD CALL NEARBY IT WILL GIVE YOU ANOTHER TERM OFFER FOR ANOTHER THREE YEARS SO THAT YOUR PRICE CAN BE LOG NOW LET'S START THE PROCESS OF TRANSFER THIS ACCOUNT HASN'T UNDER RETURN EQUIPMENT YOUR YOUR WHERE'S NOW YOUNGS SPELLINGS I GUESS YOUNG SURE I DON'T HAVE A BETTER IDEA, OKAY YEAH ONLY IS THE Y O N, YEAH YEAH YEAH GOT UP TO YOUNGER RIGHT O N SIR OKAY NOW LET'S SEARCH FOR YOU ADDRESS YEAR THIS NUMBER IS OKAY SIR SO I'LL WORK ON IT I WILL PUT YOU ON HOLD IF I NEED ANY PIECE OF INFORMATION OUT FOR SURE CONTACT YOU BACK RIGHT AWAY I'LL BE BACK ON THE PHONE CALL BACK, AGES, NO WORRIES I'LL BE BACK THANK YOU HELLO HELLO, HELLO, YES SIR SO EVERYTHING IS DONE INSTALLERS FOR THIRTY FIRST OF MAY THEN THEY COULD OUT FROM YOUR PREVIOUS ADDRESS AND INSTALL ON THE NEW ONE, THANK YOU THANK YOU, NO REASON IT'S GOING TO BE TWO TO FIVE P M AS IN WARM DO THEY WORK TILL LET ME FIVE O'CLOCK SO BETWEEN TWO TO FIVE THEY WILL PICK IT UP AND THEY'LL INSTALLED, OKAY OKAY, OKAY YEAH, THAT'S IT RIGHT, YEAH THAT'S IT THAT'S IT SO ALL YOU NEED TO DO RIGHT NOW JUST MARK MY WORDS I'LL LEAVE A NOTE ON THE ACCOUNT, THANK YOU, THIS CONSULATE IS TWENTY NINE DOLLAR NINETY NINE CENTS OKAY ONCE THE INSTALLATION IS DONE CALLING ROGERS AND SEE IF HE'S LEAVE IT OFF, OKAY AND THEN THE PHONE UPGRADING THE MORE THEM UPGRADE AND IT'S GOING TO BE DIFFERENT DAY RIGHT, OKAY YEAH SO YOU CAN CALL ANY TIME AFTER THE INSTALLERS IS DONE, OKAY, YOU CAN INFORM THEM THAT I RECEIVED A MESSAGE ALL FROM MY IPHONE UPGRADE I WANT TO DO THAT TODAY, OKAY WHAT IS IT REALLY NECESSARY COULD USE A THE LINE I JUST TO THE PHONE CALLING MOST GOT TIME ARE USE OF COURT PORTING BUT I'M GLAD I NEED RIGHT THE MODEM, THE THING IS THAT ITS BETTER TO DO IT RIGHT NOW BECAUSE ONE DAY GOING TO STOP, THAT'S AND SCARY OKAY, THAT'S THE POINT DO IT RIGHT NOW I'M SCARY I'M JUST SAYING THAT TOO ONE DID THEY WILL SOLVE IT SO RATHER THAN THAT YOU CAN JUST INSTALLED, OKAY THANK YOU FROM US OKAY, OKAY, OKAY, I HAVE ONE MORE QUESTION DO YOU HAVE ANY LINE YOU WOULD ADD WITH ROGERS BY ANY CHANCE DO USE A GOING ON PRETTY CHEAP, AND AND WORK ON THE LINE, A LINE YEAH ANY ACCOUNT THAT YOU HAVE WITH ROGERS FOR BUSINESS YOU WANT TO ADD A LINE THE LINE WOULD BE VERY CHEAP ITS WAY CHEAPER DONE THE MARKET TODAY, NO IVAN THINK I EVER LET ME THEN YOU'RE GOOD BYE, NOPE I'M JUST TODAY OKAY, OKAY THANKS THANK YOU AND WILL BE OKAY OKAY THANK YOU, NO WORRIES TAKE CARE HAVE A GOOD ONE BYE\",\n",
       " \"AFTERNOON THIS IS HEATHER FROM ROGERS IN BERRY ONTARIO CAN I GET YOUR FIRST AND LAST, I'M CALLING ON BEHALF OF SOMEBODY ELSE NAME ON THE ACCOUNT LAST NAME'S WHY YOU FIRST NAME Y O N Y O N G, OKAY AND YOUR NAME IS, MY NAME IS THAT I L I M, PAYMENT SINCE YOU'RE NOT ON THE ACCOUNT THOUGH I WINDOW GIVE YOU A WHOLE LOT INFORMATION ON THE ACCOUNT THOUGH, THE PERSON PROVIDE FIVE I NEED TO JUST NEED HELP WITH THE LANGUAGE PART BECAUSE SHE DOESN'T SPEAK MUCH ENGLISH FROM DOING THE TRANSLATION, OKAY SO I JUST NEED TO HAVE A LET ME TO SPEAK TO HIM, YOU HAVE TO HELLO, HI I APPRECIATE CURE IN THE OF YOUR ACCOUNT I WOULD NEED YOUR DATE OF BIRTH AND POSTAL CODE, LET'S THE CODE AND POSTAL CODE IS SIX E LOG, CONNECTION HOW CAN I HELP YOU, OKAY IT'S A GOOD THIS MOUSE THIS MONTH THE ISSUE HE HAS AS T RECENTLY CHANGED THE ADDRESS BUT THEN IT'S JUST STILL CHARGING HIS OLD ADDRESS NO LONGER LEE THERE IT'S CHARGING THE OLD ADDRESS LIKE OVER A HUNDRED BUCKS OR SOMETHING AND HE DOESN'T EVEN LET THERE ANYMORE MOST RETURN I DIFFERENT ADDRESS CAN YOU TWENTY WHAT'S GOING ON, ENDED N AND DID YOU CALL INTO ROGERS THE CHANGES ADDRESS, YES IT'S ALREADY CHANGED SO LET ME DOUBLE CHECK PUT UNTIL DOES THE EQUIPMENT SO I CAN'T EITHER TO CHARGES IT WAS CHARGE INTO HIS OLD ADDRESS AND THEN A CHARGE TO HIS NEW ADDRESS GOING TO ACCEPT RATE CHARGE TO HIT THE ACCOUNT RIGHT NOW SO HE'S THE OLD ADDRESS IS JACK ADDRESS AND THE NEW ADDRESS INSTALLED I'M NOT SURE WHAT WHAT ARE YOU WILL BE ABLE TO SEE FROM YOUR END, THAT MY DEPARTMENT BUT LET ME SEE WHAT I CAN DO, OKAY SIR, HIGH JUST DEAL OF CANCELATION OKAY YEAH SO YOU WHEN HE DOES THE MOVE YOU WE COULD BE CHARGED FOR BOOK OLD ADDRESS TO THE NEW ADDRESS, SO YOU ARE ASKING ONE SHE CHANGED ADDRESS, YOU KNOW WHAT I'M SAYING IS WHEN YOU CHANGE ADDRESS IS YOU DO GET CHARGED PARTIAL BECAUSE IT IT DID HAPPEN IN THE MIDDLE OF THE BILLING PERIOD, OKAY, SO THIS BILL IS CORRECT, AS LONG AS A MAY TALK HAS NIGHT WASN'T JIM QUESTIONS FOR ME ARE YOU A COUPLE THINGS LET ME THINK I HIS OWN JEN BANGED WHO CAN HELP YOU WITH TODAY GOOD I'VE GOT HE'S SAYING THE LAST MONTH HE WAS ALREADY CHARGE FOR BOTH ADDRESS ADDRESS BOTH UNLIMITED MONTHLY IS BEING CHARGED FOR BOTH ADDRESSES I CAN, JUST HAPPY OF THE PEOPLE YOU SHOULD BE SPEAKING TO AREN'T OPEN TODAY CAUSE I DON'T OPEN ON THE WEEKENDS THEY WOULD HAVE TO DO THAT CLICK ON MONDAY, OKAY OKAY, CAUSE IT MOST IT FOR THE BUSINESS PART OF IT SO YOU HAVE TO SPEAK TO THE BUSINESS PART FOR THAT, I SEE I CAN JUST DO YOU HAPPEN TO KNOW WHAT I DO HAVE LIKE TIME NEW SERVICE FOR FOR THAT DEPARTMENT, YESTERDAY SERVICES WE HAVE EITHER CAN'T SCHEMES FOR MANDARIN, PERFECT SO BASICALLY YOU COULD JUST CALL MONDAY THROUGH FRIDAY ASKING FOR THE SAME QUESTION THEY SHOULD BE ABLE TO OKAY OKAY, YES YES, THANK YOU SO MUCH OKAY, YOU'RE VERY WELCOME NOT A PROBLEM, ALRIGHT I'LL ACTION, WHO WELCOME HAVE A GREAT DAY, OKAY BYE BYE OKAY\"]"
      ]
     },
     "execution_count": 7,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "all_move=list(df[df[\"top_topic\"] == \"Move Request\"][\"TEXT_ALL\"])\n",
    "all_move"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 8,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/html": [
       "<div>\n",
       "<style scoped>\n",
       "    .dataframe tbody tr th:only-of-type {\n",
       "        vertical-align: middle;\n",
       "    }\n",
       "\n",
       "    .dataframe tbody tr th {\n",
       "        vertical-align: top;\n",
       "    }\n",
       "\n",
       "    .dataframe thead th {\n",
       "        text-align: right;\n",
       "    }\n",
       "</style>\n",
       "<table border=\"1\" class=\"dataframe\">\n",
       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>top_topic</th>\n",
       "      <th>2nd_topic</th>\n",
       "      <th>3rd_topic</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>23</th>\n",
       "      <td>Move Request</td>\n",
       "      <td>Technician Installation Inquiry</td>\n",
       "      <td>Customer Notifications</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>45</th>\n",
       "      <td>Move Request</td>\n",
       "      <td>Miscellaneous</td>\n",
       "      <td>Tech Support</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>71</th>\n",
       "      <td>Move Request</td>\n",
       "      <td>Billing Inquiry</td>\n",
       "      <td>Equipment Inquiry</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "</div>"
      ],
      "text/plain": [
       "       top_topic                        2nd_topic               3rd_topic\n",
       "23  Move Request  Technician Installation Inquiry  Customer Notifications\n",
       "45  Move Request                    Miscellaneous            Tech Support\n",
       "71  Move Request                  Billing Inquiry       Equipment Inquiry"
      ]
     },
     "execution_count": 8,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "df[df[\"top_topic\"] == \"Move Request\"][[\"top_topic\",\"2nd_topic\",\"3rd_topic\"]]"
   ]
  },
  {
   "attachments": {},
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "using \"function\" to stablize output data format from the response"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 9,
   "metadata": {},
   "outputs": [],
   "source": [
    "import openai\n",
    "def num_words(prompt):\n",
    "    return len(prompt.split())\n",
    "def get_completion(prompt, functions, model=\"gpt-3.5-turbo-16k\"):\n",
    "    '''\n",
    "    prompt: 对应的提示\n",
    "    model: 调用的模型，默认为 gpt-3.5-turbo(ChatGPT)，有内测资格的用户可以选择 gpt-4\n",
    "    '''\n",
    "    print(num_words(prompt))\n",
    "    messages = [{\"role\": \"user\", \"content\": prompt}]\n",
    "    response = openai.ChatCompletion.create(\n",
    "        model=model,\n",
    "        messages=messages,\n",
    "        functions=functions,\n",
    "        function_call=\"auto\", \n",
    "        temperature=0 # 模型输出的温度系数，控制输出的随机程度\n",
    "    )\n",
    "    # 调用 OpenAI 的 ChatCompletion 接口\n",
    "    #return response.choices[0].message[\"content\"]\n",
    "    return response.choices[0].message['function_call']['arguments']\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 10,
   "metadata": {},
   "outputs": [],
   "source": [
    "functions = [\n",
    "    {\n",
    "        \"name\": \"call_details_summary\",\n",
    "        \"description\": \"deliver the call details to downstream api\",\n",
    "        \"parameters\": {\n",
    "            \"type\": \"object\",\n",
    "            \"properties\": {\n",
    "                \"call_reasons_identified\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\",\n",
    "                },\n",
    "                \"customer_satisfaction\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\",\n",
    "                },\n",
    "                \"angry_customer\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\",\n",
    "                },\n",
    "                \"call_summary\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\",  \n",
    "                },\n",
    "            },\n",
    "            \"required\": [\"call_reasons_identified\", \"customer_satisfaction\", \"angry_customer\", \"call_summary\"],\n",
    "        },\n",
    "    }\n",
    "]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 45,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "HI VAL COMPLETE ROGERS MY NAME IS NOTHING FROM SOMEWHERE SIDE CAN I HAVE YOUR FIRST AND LAST NAME PLEASE, YEAH IS JEFFREY P U, OKAY I JUST NEED TO ASK YOU FEW QUESTION TO ATTEND TO CAKE YOU CAN I HAVE YOUR POSTAL CODE PLEASE, ELSE FOR WHY NO SCREEN L FOUR G SEVEN ONE NINE, THAT'S OKAY YEAH AND CAN I HAVE THE EMAIL ADDRESS ON THE DATE OF BIRTH PLEASE, J E F F E DOT P L GMAIL DOT COM, OKAY, AND IT'S JULY ELEVENTH NINETEEN SIXTY NINE, OKAY THANK YOU SO MUCH FOR PROVIDING ALL THE INFORMATION HOW YOU DOING TODAY, GOOD HOW ARE YOU, I'M GOOD THANK YOU FOR ASKING I OPEN YOUR DISCOUNT AND HOW CAN I HELP YOU, YEAH JUST WANTING TO INQUIRE ABOUT CONCIERGE MOVE I GUESS, MOVE, WE'RE MOVING YES WE'RE SO I GUESS IT'S NO COMPLICATED WERE TAKING OVER ON JUST WASTE ON JUNE THE SEVENTH, OKAY, AND WE DON'T MOVE FROM YOUR CURRENT LOCATION UNTIL JUNE THE TWENTIETH, JOE ON THE TWENTIETH SO YOU'LL BE LEAVING THE FOR THIS ADDRESS ON JUNE TWENTY FOURTH THEN, YEAH EIGHT EIGHTEEN THAT CALL US WE'LL BE MOVING ON JUNE TWENTIETH, YES JUNE TWENTIETH YOU IS MOVING SO BASICALLY YOU WERE MOVING INTO THE NEW ADDRESS ON JUNE THE OF THEN TAKE TWENTY FIRST, YES THANK YOU AND JUNE TWENTIETH WE MOVED YEAH IT'S JUST LIKE FORTY FIVE MINUTES MINUTES AWAY, OKAY CAN YOU JUST PROVIDE ME THE NEW ADDRESS PLEASE, YEAH IT'S TWENTY TWELVE, TAKE DRUGS OKAY, EIGHT A A T E, OKAY, YOU, OKAY, NOT SIR AND THEN STILL, SORRY WHAT YOU MENTION, IN THIS BILL IS THE TOWN I AND N I S I L IN THOSE SO, OKAY AND K U, YES, AND THE POSTAL CODE PLEASE, HOLD ON THERE YOU'RE GOING TO LET ME SEE, OKAY, OKAY IS L AS IN LARRY NINE S AS IN SAM ONE Y TWO, OKAY SO LET ME CHECK FOR THE ADDRESS IT'S SERVICE ABLE, IT IS SERVICEABLE, YEAH I'M JUST CHECKING ON THAT CHANGE, OKAY, I GUESS IT'S SERVICE, OKAY, OKAY SO IS THAT OKAY IF I DO THE DISCONNECTION ON TWENTIETH OF JUNE AND THE RECONNECTION IS TWENTIETH TWENTY FIRST OF JUNE, SORRY, IS THAT'S OKAY WITH YOU IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND THE RECONNECTION IS ON JUNE TWENTY FIRST, WELL THIS IS THIS IS I WANT TO STAY GASSES IS IT POSSIBLE TO HAVE A NEW SERVICE SET UP FOR THIS THE AROUND THE EIGHTH OF JUNE AT THE NEW HOUSE AND THEN WE DISCONNECT EVERYTHING AT THE OLD HOUSE OR OUR CURRENT LOCATION NOW ON JUNE THE TWENTIETH, KNOW IF IT'S GONNA BE BECAUSE THE DISCONNECTION, SO YOU'RE TELLING ME FOR LIFE FOURTEEN DAYS I CAN'T HAVE ANY SERVICE AT ALL AT MY NEW HAVE, NO NO NO NO SO WHEN YOU MOVING YOU SAID YOU WERE MOVING FROM THIS CURRENT ADDRESS OR JUNE TWENTIETH RIGHT YOU HAVE LEAVING THE OLD HOUSE SO YOU WOULD BE MOVING THE SERVICE IS ON THE NEXT DAY RIGHT JUNE TWENTY FIRST, CORRECT SO THIS IS WHAT I THIS IS PART OF MY QUESTION IS WE TAKE IS ACTION OF AND HOUSE OF THE SEVENTH OF JUNE MY SON JUST GOING TO BE LIVING THERE AND WE'D LIKE TO HAVE SERVICES SET UP TO BACK STARTING FROM JUNE THE EIGHTH AND THEN THE CURRENT LOCATION EIGHTEEN THERE CALL US WE WANT TO JUST DISCONNECT EVERYTHING ON THE TWENTIETH, I CAN TRY AND SEE IF IT'S GONNA WORK TAX IT BUT I DON'T THINK SO IT'S GONNA RATE JUNE HELLO, FIVE, YES THERE ACTUALLY NO WE CANNOT DO LIKE THE ACTIVITY LIKE JUNE TWENTY IT WILL BE DISCONNECTION OF THE RECONNECTION WILL BE TOLD ME NO THE DISCONNECTION BIG HAS TO BE BEFORE AND THE CONNECTION FEE IT HAS TO BE AFTER, SO YOU WOULD PREFER ME TO MOVE TO BELL CANADA THEM AS A CUSTOMER TO SET UP A NEW HOUSE AND JUST DROP ROGERS IT'S NUMBER TWENTY CAUSE THAT'S WHAT I'M HEARING, CLOSE AND I'M NOT SAYING THAT THINGS BUT AS FOR THE SYSTEMS, FOR YOU HAVE TO OUR YOU'RE SAYING YOU'RE TELLING ME I CAN'T OKAY WELL HOW DO YOU TELL ME HOW WE WORK AROUND OF THEM, IT'S LARGE ON THAT, I'M I'M YOUR CUSTOMER WILL HAVE TO HOUSES FOR FOR FOURTEEN DAYS SO HOW WOULD YOU LIKE ME TO HANDLE IT SO THAT I STAY AS A ROGERS CUSTOMER, VOID OKAY SO NICE YOU'LL SEE SIR THEM WORD WILLY WORKS IF WE DO IT THE DISCONNECTION AND THE RECONNECTION ON THE SAME DAY THE LIFE IF THE WE DO THE DISCONNECTION LIKE ON TWENTIETH AND THE RECONNECTION ON TWENTY FIRST BECAUSE THE DISCONNECTION DATE IS THE BEFORE AND THAT'S CONNECTION DATE HAS TO BE AFTER SO IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND HOW I CAN DO THE RECONNECTION ON JUNE SEVENTH IT'S NOT POSSIBLE, OKAY WHAT I WHAT WELL OKAY OKAY SO THE OTHER OPTION IS FOR ME TO GO TO BELL CANADA YET ALL OF OUR SERVICES SET UP TO THE NEW HOUSE ON THE SEVENTH AND THEN ON THE TWENTIETH I CEASED BEING A ROGERS CUSTOMER YOU HAVE TO HAVE SOME WAY OF BEING ABLE TO HELP ME I WOULD HAVE TO HAVE TO HOUSES SERVICE ON NUMBER ACCOUNT UNDER THE NEW ADDRESS OR SOMETHING THIS CAN'T BE THE FIRST TIME YOU GUYS WHATEVER HAS IVORY FIVE, SO THERE IS ONES UPGRADE DEPARTMENT I CAN TRANSFER YOUR CALL THAT I CAN YOU TO THEM IF THEY'RE GOING TO HELP YOU IN THIS CASE, TO WHO, IS THAT OKAY THE MOVE DEPARTMENT, SORRY WHO YOUR CHRISTIAN REMOVE DEPARTMENT, YES, WASN'T THIS THE MOVE DEPARTMENT LIKE I GOT AN EMAIL TELLING ME THIS WAS A CONCIERGE, NO, LOANING THAT I CALLED SO YOU'RE TELLING ME THIS IS NEED UNLIMITED DEPARTMENT, I KNOW WHAT I'M FROM IGNITE SCHEDULED BACK MA'AM, OKAY WHY WOULD THEY SEND ME AN EMAIL WITH THE SOUTH WHAT WAS PHONE NUMBER IF IT'S NOT EVEN THE RIGHT ONE ANYWAYS OKAY SO I NEED TO THE MOVE DEPARTMENT PLEASE THAT'S FINE, I I'M GIVE ME A MOMENT, THANK YOU, YOU'RE WELCOME OKAY I'M GOING TO THINK YOUR CARD OKAY, YEAH\n",
      "1172\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "'{\\n  \"call_reasons_identified\": \"Move Request, Plan Inquiry - Home Phone, Deactivation\",\\n  \"customer_satisfaction\": \"unsatisfied\",\\n  \"angry_customer\": \"no\",\\n  \"call_summary\": \"The customer called in to inquire about moving their services to a new address. They wanted to have services set up at the new house starting from June 8th and disconnect everything at the old house on June 20th. The agent explained that the disconnection and reconnection dates have to be separate, so it wouldn\\'t be possible to have services at both houses for 14 days. The customer expressed dissatisfaction and mentioned considering switching to another provider. The agent suggested transferring the call to the move department for further assistance.\"\\n}'"
      ]
     },
     "execution_count": 45,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "text = all_move[0]\n",
    "print(text)\n",
    "prompt = f\"\"\" \n",
    "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks. \\\n",
    "    \n",
    "    List of all possible reasons for calling: {\", \".join(topic_list)}\\\n",
    "    \n",
    "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.\\\n",
    "    \n",
    "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied\\\n",
    "    \n",
    "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no\\\n",
    "    \n",
    "    4.Summarize the call in 50 words, only state the major problems and solutions.\\\n",
    "    \n",
    "    Conversation: {text} \\\n",
    "   \n",
    "    \"\"\"\n",
    "get_completion(prompt, functions)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": null,
   "metadata": {},
   "outputs": [],
   "source": [
    "HI VAL COMPLETE ROGERS MY NAME IS NOTHING FROM SOMEWHERE SIDE CAN I HAVE YOUR FIRST AND LAST NAME PLEASE, YEAH IS JEFFREY P U, OKAY I JUST NEED TO ASK YOU \n",
    "EW QUESTION TO ATTEND TO CAKE YOU CAN I HAVE YOUR POSTAL CODE PLEASE, ELSE FOR WHY NO SCREEN L FOUR G SEVEN ONE NINE, THAT'S OKAY YEAH AND CAN I HAVE T\n",
    "HE EMAIL ADDRESS ON THE DATE OF BIRTH PLEASE, J E F F E DOT P L GMAIL DOT COM, OKAY, AND IT'S JULY ELEVENTH NINETEEN SIXTY NINE, OKAY THANK YOU SO MUCH FO\n",
    "R PROVIDING ALL THE INFORMATION HOW YOU DOING TODAY, GOOD HOW ARE YOU, I'M GOOD THANK YOU FOR ASKING I OPEN YOUR DISCOUNT AND HOW CAN I HELP YOU, YEAH JUS\n",
    "T WANTING TO INQUIRE ABOUT CONCIERGE MOVE I GUESS, MOVE, WE'RE MOVING YES WE'RE SO I GUESS IT'S NO COMPLICATED WERE TAKING OVER ON JUST WASTE ON JUNE THE SEVENTH,\n",
    "OKAY, AND WE DON'T MOVE FROM YOUR CURRENT LOCATION UNTIL JUNE THE TWENTIETH, JOE ON THE TWENTIETH SO YOU'LL BE LEAVING THE FOR THIS ADDRESS ON JUNE TWENTY FOURTH THEN, \n",
    "YEAH EIGHT EIGHTEEN THAT CALL US WE'LL BE MOVING ON JUNE TWENTIETH, YES JUNE TWENTIETH YOU IS MOVING SO BASICALLY YOU WERE MOVING INTO THE NEW ADDRESS ON JUNE THE OF THEN \n",
    "TAKE TWENTY FIRST, YES THANK YOU AND JUNE TWENTIETH WE MOVED YEAH IT'S JUST LIKE FORTY FIVE MINUTES MINUTES AWAY, OKAY CAN YOU JUST PROVIDE ME THE NEW ADDRESS PLEASE, \n",
    "YEAH IT'S TWENTY TWELVE, TAKE DRUGS OKAY, EIGHT A A T E, OKAY, YOU, OKAY, NOT SIR AND THEN STILL, SORRY WHAT YOU MENTION, IN THIS BILL IS THE TOWN I AND N I S I L IN THOSE \n",
    "SO, OKAY AND K U, YES, AND THE POSTAL CODE PLEASE, HOLD ON THERE YOU'RE GOING TO LET ME SEE, OKAY, OKAY IS L AS IN LARRY NINE S AS IN SAM ONE Y TWO,\n",
    "OKAY SO LET ME CHECK FOR THE ADDRESS IT'S SERVICE ABLE, IT IS SERVICEABLE, YEAH I'M JUST CHECKING ON THAT CHANGE, OKAY, I GUESS IT'S SERVICE, OKAY, OKAY SO IS THAT OKAY IF \n",
    "I DO THE DISCONNECTION ON TWENTIETH OF JUNE AND THE RECONNECTION IS TWENTIETH TWENTY FIRST OF JUNE, SORRY, IS THAT'S OKAY WITH YOU IF I DO THE DISCONNECTION ON JUNE TWENTIETH\n",
    "AND THE RECONNECTION IS ON JUNE TWENTY FIRST, WELL THIS IS THIS IS I WANT TO STAY GASSES IS IT POSSIBLE TO HAVE A NEW SERVICE SET UP FOR THIS THE AROUND THE EIGHTH OF JUNE\n",
    "AT THE NEW HOUSE AND THEN WE DISCONNECT EVERYTHING AT THE OLD HOUSE OR OUR CURRENT LOCATION NOW ON JUNE THE TWENTIETH, KNOW IF IT'S GONNA BE BECAUSE THE DISCONNECTION, S\n",
    "O YOU'RE TELLING ME FOR LIFE FOURTEEN DAYS I CAN'T HAVE ANY SERVICE AT ALL AT MY NEW HAVE, NO NO NO NO SO WHEN YOU MOVING YOU SAID YOU WERE MOVING FROM THIS CURRENT ADDRESS\n",
    "OR JUNE TWENTIETH RIGHT YOU HAVE LEAVING THE OLD HOUSE SO YOU WOULD BE MOVING THE SERVICE IS ON THE NEXT DAY RIGHT JUNE TWENTY FIRST, CORRECT SO THIS IS WHAT I THIS IS PART O\n",
    "F MY QUESTION IS WE TAKE IS ACTION OF AND HOUSE OF THE SEVENTH OF JUNE MY SON JUST GOING TO BE LIVING THERE AND WE'D LIKE TO HAVE SERVICES SET UP TO BACK STARTING \n",
    "FROM JUNE THE EIGHTH AND THEN THE CURRENT LOCATION EIGHTEEN THERE CALL US WE WANT TO JUST DISCONNECT EVERYTHING ON THE TWENTIETH, I CAN TRY AND SEE IF IT'S GONNA \n",
    "WORK TAX IT BUT I DON'T THINK SO IT'S GONNA RATE JUNE HELLO, FIVE, YES THERE ACTUALLY NO WE CANNOT DO LIKE THE ACTIVITY LIKE JUNE TWENTY IT WILL BE DISCONNECTION OF THE\n",
    "RECONNECTION WILL BE TOLD ME NO THE DISCONNECTION BIG HAS TO BE BEFORE AND THE CONNECTION FEE IT HAS TO BE AFTER, SO YOU WOULD PREFER ME TO MOVE TO BELL CANADA THEM AS A CUSTOMER\n",
    "TO SET UP A NEW HOUSE AND JUST DROP ROGERS IT'S NUMBER TWENTY CAUSE THAT'S WHAT I'M HEARING, CLOSE AND I'M NOT SAYING THAT THINGS BUT AS FOR THE SYSTEMS, \n",
    "FOR YOU HAVE TO OUR YOU'RE SAYING YOU'RE TELLING ME I CAN'T OKAY WELL HOW DO YOU TELL ME HOW WE WORK AROUND OF THEM, IT'S LARGE ON THAT, I'M I'M YOUR CUSTOMER WILL HAVE TO HOUSES \n",
    "FOR FOR FOURTEEN DAYS SO HOW WOULD YOU LIKE ME TO HANDLE IT SO THAT I STAY AS A ROGERS CUSTOMER, VOID OKAY SO NICE YOU'LL SEE SIR THEM WORD WILLY WORKS IF WE DO IT THE DISCONNECTION\n",
    "AND THE RECONNECTION ON THE SAME DAY THE LIFE IF THE WE DO THE DISCONNECTION LIKE ON TWENTIETH AND THE RECONNECTION ON TWENTY FIRST BECAUSE THE DISCONNECTION DATE IS THE BEFORE AND \n",
    "THAT'S CONNECTION DATE HAS TO BE AFTER SO IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND HOW I CAN DO THE RECONNECTION ON JUNE SEVENTH IT'S NOT POSSIBLE, OKAY WHAT I WHAT WELL OKAY \n",
    "OKAY SO THE OTHER OPTION IS FOR ME TO GO TO BELL CANADA YET ALL OF OUR SERVICES SET UP TO THE NEW HOUSE ON THE SEVENTH AND THEN ON THE TWENTIETH I CEASED BEING A ROGERS CUSTOMER YOU \n",
    "HAVE TO HAVE SOME WAY OF BEING ABLE TO HELP ME I WOULD HAVE TO HAVE TO HOUSES SERVICE ON NUMBER ACCOUNT UNDER THE NEW ADDRESS OR SOMETHING THIS CAN'T BE THE FIRST TIME YOU GUYS WHATEVER \n",
    "HAS IVORY FIVE, SO THERE IS ONES UPGRADE DEPARTMENT I CAN TRANSFER YOUR CALL THAT I CAN YOU TO THEM IF THEY'RE GOING TO HELP YOU IN THIS CASE, TO WHO, IS THAT OKAY THE MOVE DEPARTMENT,\n",
    "SORRY WHO YOUR CHRISTIAN REMOVE DEPARTMENT, YES, WASN'T THIS THE MOVE DEPARTMENT LIKE I GOT AN EMAIL TELLING ME THIS WAS A CONCIERGE, NO, LOANING THAT I CALLED SO YOU'RE TELLING ME THIS \n",
    "IS NEED UNLIMITED DEPARTMENT, I KNOW WHAT I'M FROM IGNITE SCHEDULED BACK MA'AM, OKAY WHY WOULD THEY SEND ME AN EMAIL WITH THE SOUTH WHAT WAS PHONE NUMBER IF IT'S NOT EVEN THE RIGHT ONE ANYWAYS \n",
    "OKAY SO I NEED TO THE MOVE DEPARTMENT PLEASE THAT'S FINE, I I'M GIVE ME A MOMENT, THANK YOU, YOU'RE WELCOME OKAY I'M GOING TO THINK YOUR CARD OKAY, YEAH\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 46,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "HELLO, HELLO, HI MY NAME IS PLEASE I WOULD BE A BUSINESS SERVICE SPECIALIST YOU'RE IN BRAMPTON TODAY HOW'S YOUR DAY, I'M GOOD YEAH, THANK YOU SO MUCH FOR ASKING MY DAYS GOING WELL HOW CAN I HELP, I AM WILL BE JAMES INTERNET AND FOR AND THEN GET A MOVING IT END OF MAY SO I WANT TO TRANSFER MY SERVICE SO US ADDRESS, OKAY SIR FOR SURE I CAN HELP YOU WITH TAX CAUSE I KNOW YOUR FIRST AND LAST NAME, HE'S PHONE GET IT, MARCH FOR AUTHENTICATION I TO SEE DEVICE ID HERE GIVE ME ONE MOMENT I'M OPENING YOUR ACCOUNT CAN YOU TELL ME THE POSTAL CODE WHERE YOU'RE MOVING TO, M SCHOOL AND FOUR N FULL N S, JUST GIVE ME A MOMENT I'M GOING TO CHECK IF YOU SERVICE OUT EIGHTY OR NOT, YEAH, AND SIR ONE NO SHOE ONE NINE SURE IS IT M FOUR N TWO L AND WHAT'S THE LAST DIGIT, S I DON'T KNOW SORRY SIX, SIX OKAY, YEAH, IS IT HOME AND TRYING TO FOR BUSINESS PURPOSES WHAT IS IT A PHYSICAL LOCATION FOR WORK SIR, I'M SORRY, IS THERE A PHYSICAL LOCATION FOR BUSINESS OR YOUR HOME, AGENCY LOCATION, FOR BUSINESS, NO NO THIS IS A BOOTING THE OFFICE AND THEN WE HAVE GOING INTO THE OFFICE IN THIS ADDRESS, SHE OKAY SIR CAN YOU TELL ME THE EXACT ADDRESS, SURE THREE THREE ZERO ZERO STREET THE SUITE NUMBER THREE O FIVE, TO DO YOU FIVE YOUR SORRY THAT'S OKAY, BETTER, AND THE CITY IS NORTH YORK, E NOTE ON TWELVE ONTARIO, TURN ON OKAY GIVE ME A MOMENT SIR LET ME HAVE A, YEAH, CHECK THAT EXACT ADDRESS NOW YOU WILL BE MOVING WITH YOUR INTERNET AND YOUR LANDLINE BOTH CORRECT, YES, FOR SURE SO I CAN HELP YOU WITH THAT THE ONLY PROBLEM IS BAD THIS WOULD TAKE ME A BIT OF TIME OKAY, YEAH SURE NO PROBLEM, IT WOULD TAKE ME TEAM AND NINETEEN FIFTEEN TWENTY MINUTES IT WOULD BE A VERY LONG PROCESS THAT'S THE ONLY REASON WHY YOUR LANDLINE I'M JUST GOING TO QUICKLY HAVE A LOOK INTO YOUR BILL AND SEE IF EVERYTHING IS GOOD TO GO OKAY JUST A MOMENT, I ACTUALLY I CARD YESTERDAY AND I DID THE SAME THING AND THEN THE THE SERVICE THE REP TRANSPORTING NEW ADDRESS THE SAME THING AS THE THEY NOW AND THEN IN THE VISIT THE PHONE DISCONNECTED I DON'T KNOW IF YOU HAVE TO DO ANYTHING NEW OR MAYBE YOU CAN CONTINUE FROM THE JOB SO, OKAY NO THERE WON'T BE A CONTINUES SIR THAT'S A PROBLEM, YEAH NO PROBLEM AND THEN, YEAH, I HAVE AFTER THIS AFTER MOVING OR ASK YOU KNOW, YEAH FOR SURE GO AHEAD RIGHT NOW SIR, OKAY IT'S A ABOUT THE PHONE I RECEIVE THE EMAIL AND THEN THE EMAIL I HAVE TO UPGRADE MODEM FOR THEM, GOT IT, AND THEN I COMING TO K THERE WITH THE EMAIL AND I SET UP THE UP ONE MONTH ANY ABLE TO MAKE BUT NOBODY CAME AND THEN IT DOES NOT UPGRADED BUT DOESN'T REALLY MATTER BUT I GUESS TICKET A PHONE AND THEN I DON'T REALLY USE IT SO ABOUT THE UPGRADING JANUARY DO IT OR DO I HAVE TO CORE ANOTHER TOO, NO I CAN DO IT, OKAY AND THEN, SO FIRST OF ALL REGARDING YOUR CHANGE OFF OF THE MODEM FOR YOUR PHONE OKAY, YEAH YEAH, YOUR PHONE SYSTEM ASKING GS SO JUST CORRECT DO YOU HAVE CHANGE THE TECHNOLOGY NOW THE TECHNOLOGY HOW IT'S GOING TO LOOK LIKE I HAVE TO PLACE THE ORDER FOR IT IS CALLED ROGERS BUSINESS LANDLINE AND IT'S GOING TO BE TWENTY DOLLARS PER MONTH IT'S GOING TO BE THE SAME KIND OF SYSTEM JUST A BETTER TECHNOLOGY OKAY AND IS GOING TO BE HAVING MANY FEATURES AND IT'S SUCH JAZZ CALL TRANSFER CALL FORWARDING AND MANY OTHER VOICEMAILS AS BILLS IS GOING TO HAVE A IN IT IT'S GOING TO BE FOR THREE YEARS AGAIN AND I WILL BE CHANGE AGAIN SEE YOU I WILL PLACE AN ORDER IN MY SYSTEM WITHIN EIGHT TO NINE BUSINESS DAYS A TEAM WILL REACH OUT TO YOU THEY WILL CALL YOU AN EMAIL YOU THEMSELVES, OKAY, AND THEY WILL HELP YOU TO CHANGE YOUR SYSTEM AND THEN THEY WOULD BE A MOVE THAT WOULD GO TO TELL ME ONE THING WHEN DO YOU WANT TO MOVE EXACTLY, THAT YOU CAN CHECK DATE IS THE MAY THIRTY FIRST SO IF I JUST BOUGHT IT FROM MY NEW ADDRESS FROM JUNE FIRST BILL THAT'S THE BEST THIS NOW YEAH SO IT MEANS IT'S GOING TO BE BLOOR ONE CHANGE THING I DON'T KNOW HOW THAT SCHEDULE O'CLOCK, THAT'S WHAT I'M EVEN THANK YOU SHOULD I UPGRADE YOUR SYSTEM FIRST OR SHOULD I HAVE WHO'VE YOU FIRST, OKAY I SURE THE FULL NO ANYTHING IT DOESN'T HAVE TO BE THAT THEY ANYTIME IS OKAY BUT HE'S NOT MOVING IS IMPORTANT BECAUSE IT IS IT'S OF ONE DAVE'S JANE YEAH, GOT A GOT X R CODE OR YEAH SO I WILL BOOK YOU FOR THIRTY FIRST OF MAY OKAY SO THAT YOU COULD TRANSFER YOUR SERVICES SO ON THIRTY FIRST THEY WILL COME THEY WILL PICK UP AND THEY WILL PUT IT BACK TO YOUR NEW PLEASE OKAY THAT'S WHAT THEY ARE GOING TO DO, JENNY PIGEON FOR CAUSE, SURE I CAN DO THAT THAT'S FINE, YEAH, YEAH I CAN DO JUNE FIRST IS FINE COMPLETE YOU TELL ME ONE THING WHAT TIME DO YOU LIKE MORNING AFTERNOON EVENING NINTH BETWEEN EIGHT TO FIVE, WELL I NEED TO DO BETTER, PARDON, YEAH ALL YEAH IF YOU HAVE WHAT TIME IN THE MORNING ITS GOOD, YEAH OKAY SO EIGHT TO ELEVEN O'CLOCK IS THAT FINE, YEAH, YEAH OKAY AND YOU WANTED OR JUNE FIRST JUNE FIRST I'M JUST GOING TO CHECK THE DAYS YOU'RE WORKING THAT DATE IF THAT'S THURSDAY FOR SURE IT WILL WORK SO IT IS GOING TO BE JUNE FIRST TWENTY TWENTY THREE YOU WANTED BY ATM AND FIRM IT WOULD BE BEST ADVISE IF YOU COULD STAY ON THE PHONE CALL IF I HAVE ANY QUESTIONS DO YOU ALLOW LAST OKAY, YEAH, OKAY, OKAY, I WAS START WITH THE PROCESS FOR NOW YOU TO DO HAVE DATA ONCE YOU MOVE LET'S DO LATER ON, THAT'S GOOD PERFECT, SINCE THAT'S NOT THE MOST IMPORTANT THING I UNDERSTAND I COMPLETELY YOUR SERVICES WON'T STOP EVEN IF YOU WERE YOUR DEVICE IS NOT UPDATED THAT'S FINE COMPLETELY YOU CAN CALL IN JUNE AND THEN WE CAN DO IT FOR NOW OTHERWISE IF THEY DO THE SYSTEM CHANGE IT MIGHT CAUSE A DOUBLE AND MOVIE GO THE LESS DATA THAN THAT WHICH IS NOT, YEAH, WE DO IT IN DOING MONTH, OKAY OKAY, GO AHEAD, CAN I CHANGE THAT THEY CAUSE I DON'T KNOW WHAT THE BEST BUT I DO YOU CAN BARELY MADE ALREADY LAWYERS N D E BILLING IS BUT THEN MY JEEZ DID THE UNTIL MATE BUT IT'S NOT A VERY BE TODAY BUT I'M GOING TO BE FROM THE F OR THE ITS EIGHT GOING PLACES, MAY THIRTY FIRST OKAY COULD WORK, YEAH YEAH YEAH BUT IT TEXT A CREDIT Z DOES IT JUNE FOR THAT, FIRST, ESTELLE MY ID THERE AND THEN, OKAY MAY I THIRTY FIRST YOU NEED TO THAN THE TIMING THAT'S YEAR EVENING CORRECT, YEAH YES MA'AM, OKAY YEP SURE THAT WORKS FOR ME I WILL BOOK THE MOVE FOR YOU I WILL WORK ON THE PROCESS I'LL PLACE THE ORDER A LET YOU KNOW OF EVENING AND THEN THE TECHNICIAN WILL EMAIL YOU WILL CONTACT YOU WITH THEY WERE DO EVERYTHING OKAY, OKAY AND SEVEN BIG FOR ME ENOUGH SO THE LANDLINE BUT THE MOVING DATE I'M GOING TO BE A DIGIT IF IT SO TO MY BUT I CAN KEEP BUT IF IT MY WALL AND I CAN BYE BYE, OKAY YOURS, DO YOU HAVE MY YEAH, YEAH YOU WANTED TO BE ON THE PHONE CALL FOUR SIX FOUR SEVEN TWO WITH THREE FOUR FIVE EIGHT TWO, THAT'S CORRECT THAT'S ALSO, YOU OKAY SO IT'S THE ROGERS CALLED NUMBER, OKAY, OKAY AND THEY WILL OURS IS, AND I JUST THAT I HAVE I AM I THAT'S THAT'S DID YOU DOES INCLUDE BUT, GO AHEAD SIR PLEASE SORRY, I HAD OR FLOOR AND THE IT DOES DOESN'T VERY IMPORTANT LOOK AT SOME POINT RIGHT ONE MONTH MONTH THE WHOLE MY WORK FOR THE IT'S NOT WHAT'S THE ANYMORE BUT, YOU'LL CALL FORWARDING IS, BUT I DIDN'T DO ANYTHING BECAUSE I WANT TO UPGRADE MODEM FIRST THEN I YOU GOT IT F RATE IT'S LAST BILL S FOR FOR FOR DO OR SO I DID NOW IT'S GOING TO BE APPRAISED AT THE AGO, OKAY LET ME HAVE A LOOK FIRST OF ALL IF THERE IS ANY ISSUE WE CAN RESOLVE IT RIGHT NOW LET ME CHECK WHY YOUR CALL FORWARDING IS NOT WORKING GIVE ME A MOMENT, THANK YOU, NO REESE CALL FORWARDING YEAH I DON'T SEE CODE FORWARDING LET ME MORTGAGE, YEAH, YEAH LETS SEE CALLS, IT'S GOT YEAH, OKAY SO THE PROBLEM, THANK YOU YEAH YEAH NO NO I USED IT FOR MANY YEARS, SORRY GO AHEAD, THE FOR SOME REASON IT JUST BEEN, OKAY SO BASICALLY YOU CAN SELECT TWO SERVICES OKAY I WILL NAME ALL THE SERVICES LET ME KNOW WHICH DO YOU WANT OKAY, YEAH, BUSY CALLING REGARD CALL DISPLAY CALL DISPLAY BLOCK CALLS FORWARD CALL TRANSFER CALL WAITING THANKS AND THE HAS CALL FORWARD HUNTING IT'S I'LL EXPLAIN YOU FOR SURE AND WEISS MOVE CAN YOU TELL ME WHICH DO YOU LIKE SIR YOU WANT TO CALL FORWARDING, YEAH I KNOW WHAT TO FOR SURE OR FOR AND WE'RE GET A AND THEN THAT I DON'T NEED TO GET THAT ON, CALL DISPLAY AND OKAY OKAY CALL DISPLAY AND CALL FORWARDING, YEAH, GOOD WITH THAT AND FINISH G SO CALL DISPLAY AND CALL FORWARDING IS THE ONE, THAT'S WHEN I CAN USE IT FROM TODAY, IT WORKS MA'AM, THAT YOU THAT YOU COULD, YEAH ITS NOT GOING TO BE A PROBLEM MY IT WAS JUST FEW COLLECTS AND FOR SURE IT'S A CHOICE START WITH SERVICE YOU NEED ANY TO YOU CAN CHOOSE AND YOU CHOSE CALL DISPLAY AND CALL FORWARDING IT WORKS, YEAH THANK YOU, NO SO THAT IS DONE AND THEN I'LL START THE PROCESS FIRM I'M JUST GOING TO CHECK YOUR TERM OFFER IF IT DOES NOT HAVE ANY PROBLEM MINUTES AND IT'S GOING TO DO NOT EXPIRE SO IF IT IS GOING TO I'LL JUST LET YOU KNOW SO THAT IT COULD BE, YEAH, FOR YOUR BUSINESS PHONE YOU ARE GOING TO DO IT NEXT MONTH YOUR INTERNET SEVENTY NINE NINETY NINE IT IS TILL DECEMBER TWENTY TWENTY FOUR SO YOU'RE GOOD FOR ONE AND A HAVE YOUR MORE JUST MARK THE DATE DECEMBER TWENTIETH TWENTY TWENTY FOUR THIS IS THE DAYS YOUR INTERNET PACKAGE WILL BE DONE OKAY, YEAH OKAY, SO YOU NEED TO CALL IN ROGERS BY THAT TIME AND GET A NEW TERM, OKAY, OKAY OTHERWISE YOU WERE PRICE WOULD INCREASE IF YOU COULD CALL NEARBY IT WILL GIVE YOU ANOTHER TERM OFFER FOR ANOTHER THREE YEARS SO THAT YOUR PRICE CAN BE LOG NOW LET'S START THE PROCESS OF TRANSFER THIS ACCOUNT HASN'T UNDER RETURN EQUIPMENT YOUR YOUR WHERE'S NOW YOUNGS SPELLINGS I GUESS YOUNG SURE I DON'T HAVE A BETTER IDEA, OKAY YEAH ONLY IS THE Y O N, YEAH YEAH YEAH GOT UP TO YOUNGER RIGHT O N SIR OKAY NOW LET'S SEARCH FOR YOU ADDRESS YEAR THIS NUMBER IS OKAY SIR SO I'LL WORK ON IT I WILL PUT YOU ON HOLD IF I NEED ANY PIECE OF INFORMATION OUT FOR SURE CONTACT YOU BACK RIGHT AWAY I'LL BE BACK ON THE PHONE CALL BACK, AGES, NO WORRIES I'LL BE BACK THANK YOU HELLO HELLO, HELLO, YES SIR SO EVERYTHING IS DONE INSTALLERS FOR THIRTY FIRST OF MAY THEN THEY COULD OUT FROM YOUR PREVIOUS ADDRESS AND INSTALL ON THE NEW ONE, THANK YOU THANK YOU, NO REASON IT'S GOING TO BE TWO TO FIVE P M AS IN WARM DO THEY WORK TILL LET ME FIVE O'CLOCK SO BETWEEN TWO TO FIVE THEY WILL PICK IT UP AND THEY'LL INSTALLED, OKAY OKAY, OKAY YEAH, THAT'S IT RIGHT, YEAH THAT'S IT THAT'S IT SO ALL YOU NEED TO DO RIGHT NOW JUST MARK MY WORDS I'LL LEAVE A NOTE ON THE ACCOUNT, THANK YOU, THIS CONSULATE IS TWENTY NINE DOLLAR NINETY NINE CENTS OKAY ONCE THE INSTALLATION IS DONE CALLING ROGERS AND SEE IF HE'S LEAVE IT OFF, OKAY AND THEN THE PHONE UPGRADING THE MORE THEM UPGRADE AND IT'S GOING TO BE DIFFERENT DAY RIGHT, OKAY YEAH SO YOU CAN CALL ANY TIME AFTER THE INSTALLERS IS DONE, OKAY, YOU CAN INFORM THEM THAT I RECEIVED A MESSAGE ALL FROM MY IPHONE UPGRADE I WANT TO DO THAT TODAY, OKAY WHAT IS IT REALLY NECESSARY COULD USE A THE LINE I JUST TO THE PHONE CALLING MOST GOT TIME ARE USE OF COURT PORTING BUT I'M GLAD I NEED RIGHT THE MODEM, THE THING IS THAT ITS BETTER TO DO IT RIGHT NOW BECAUSE ONE DAY GOING TO STOP, THAT'S AND SCARY OKAY, THAT'S THE POINT DO IT RIGHT NOW I'M SCARY I'M JUST SAYING THAT TOO ONE DID THEY WILL SOLVE IT SO RATHER THAN THAT YOU CAN JUST INSTALLED, OKAY THANK YOU FROM US OKAY, OKAY, OKAY, I HAVE ONE MORE QUESTION DO YOU HAVE ANY LINE YOU WOULD ADD WITH ROGERS BY ANY CHANCE DO USE A GOING ON PRETTY CHEAP, AND AND WORK ON THE LINE, A LINE YEAH ANY ACCOUNT THAT YOU HAVE WITH ROGERS FOR BUSINESS YOU WANT TO ADD A LINE THE LINE WOULD BE VERY CHEAP ITS WAY CHEAPER DONE THE MARKET TODAY, NO IVAN THINK I EVER LET ME THEN YOU'RE GOOD BYE, NOPE I'M JUST TODAY OKAY, OKAY THANKS THANK YOU AND WILL BE OKAY OKAY THANK YOU, NO WORRIES TAKE CARE HAVE A GOOD ONE BYE\n",
      "2467\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "'{\\n  \"call_reasons_identified\": \"Move Request, Plan Inquiry - Home Phone, Equipment Inquiry\",\\n  \"customer_satisfaction\": \"satisfied\",\\n  \"angry_customer\": \"no\",\\n  \"call_summary\": \"The customer called to request a move of their services to a new address. They also inquired about upgrading their modem for their phone. The agent explained the process and scheduled the move for May 31st. The agent also informed the customer about the need to update their internet package in December 2024. The customer was satisfied with the solutions provided.\"\\n}'"
      ]
     },
     "execution_count": 46,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "text = all_move[1]\n",
    "print(text)\n",
    "prompt = f\"\"\"\n",
    "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks. \\\n",
    "    \n",
    "    List of all possible reasons for calling: {\", \".join(topic_list)}\\\n",
    "    \n",
    "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.\\\n",
    "    \n",
    "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied\\\n",
    "    \n",
    "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no\\\n",
    "    \n",
    "    4.Summarize the call in 50 words, only state the major problems and solutions.\\\n",
    "    \n",
    "    Conversation: {text} \\\n",
    "   \n",
    "    \"\"\"\n",
    "get_completion(prompt, functions)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 47,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "AFTERNOON THIS IS HEATHER FROM ROGERS IN BERRY ONTARIO CAN I GET YOUR FIRST AND LAST, I'M CALLING ON BEHALF OF SOMEBODY ELSE NAME ON THE ACCOUNT LAST NAME'S WHY YOU FIRST NAME Y O N Y O N G, OKAY AND YOUR NAME IS, MY NAME IS THAT I L I M, PAYMENT SINCE YOU'RE NOT ON THE ACCOUNT THOUGH I WINDOW GIVE YOU A WHOLE LOT INFORMATION ON THE ACCOUNT THOUGH, THE PERSON PROVIDE FIVE I NEED TO JUST NEED HELP WITH THE LANGUAGE PART BECAUSE SHE DOESN'T SPEAK MUCH ENGLISH FROM DOING THE TRANSLATION, OKAY SO I JUST NEED TO HAVE A LET ME TO SPEAK TO HIM, YOU HAVE TO HELLO, HI I APPRECIATE CURE IN THE OF YOUR ACCOUNT I WOULD NEED YOUR DATE OF BIRTH AND POSTAL CODE, LET'S THE CODE AND POSTAL CODE IS SIX E LOG, CONNECTION HOW CAN I HELP YOU, OKAY IT'S A GOOD THIS MOUSE THIS MONTH THE ISSUE HE HAS AS T RECENTLY CHANGED THE ADDRESS BUT THEN IT'S JUST STILL CHARGING HIS OLD ADDRESS NO LONGER LEE THERE IT'S CHARGING THE OLD ADDRESS LIKE OVER A HUNDRED BUCKS OR SOMETHING AND HE DOESN'T EVEN LET THERE ANYMORE MOST RETURN I DIFFERENT ADDRESS CAN YOU TWENTY WHAT'S GOING ON, ENDED N AND DID YOU CALL INTO ROGERS THE CHANGES ADDRESS, YES IT'S ALREADY CHANGED SO LET ME DOUBLE CHECK PUT UNTIL DOES THE EQUIPMENT SO I CAN'T EITHER TO CHARGES IT WAS CHARGE INTO HIS OLD ADDRESS AND THEN A CHARGE TO HIS NEW ADDRESS GOING TO ACCEPT RATE CHARGE TO HIT THE ACCOUNT RIGHT NOW SO HE'S THE OLD ADDRESS IS JACK ADDRESS AND THE NEW ADDRESS INSTALLED I'M NOT SURE WHAT WHAT ARE YOU WILL BE ABLE TO SEE FROM YOUR END, THAT MY DEPARTMENT BUT LET ME SEE WHAT I CAN DO, OKAY SIR, HIGH JUST DEAL OF CANCELATION OKAY YEAH SO YOU WHEN HE DOES THE MOVE YOU WE COULD BE CHARGED FOR BOOK OLD ADDRESS TO THE NEW ADDRESS, SO YOU ARE ASKING ONE SHE CHANGED ADDRESS, YOU KNOW WHAT I'M SAYING IS WHEN YOU CHANGE ADDRESS IS YOU DO GET CHARGED PARTIAL BECAUSE IT IT DID HAPPEN IN THE MIDDLE OF THE BILLING PERIOD, OKAY, SO THIS BILL IS CORRECT, AS LONG AS A MAY TALK HAS NIGHT WASN'T JIM QUESTIONS FOR ME ARE YOU A COUPLE THINGS LET ME THINK I HIS OWN JEN BANGED WHO CAN HELP YOU WITH TODAY GOOD I'VE GOT HE'S SAYING THE LAST MONTH HE WAS ALREADY CHARGE FOR BOTH ADDRESS ADDRESS BOTH UNLIMITED MONTHLY IS BEING CHARGED FOR BOTH ADDRESSES I CAN, JUST HAPPY OF THE PEOPLE YOU SHOULD BE SPEAKING TO AREN'T OPEN TODAY CAUSE I DON'T OPEN ON THE WEEKENDS THEY WOULD HAVE TO DO THAT CLICK ON MONDAY, OKAY OKAY, CAUSE IT MOST IT FOR THE BUSINESS PART OF IT SO YOU HAVE TO SPEAK TO THE BUSINESS PART FOR THAT, I SEE I CAN JUST DO YOU HAPPEN TO KNOW WHAT I DO HAVE LIKE TIME NEW SERVICE FOR FOR THAT DEPARTMENT, YESTERDAY SERVICES WE HAVE EITHER CAN'T SCHEMES FOR MANDARIN, PERFECT SO BASICALLY YOU COULD JUST CALL MONDAY THROUGH FRIDAY ASKING FOR THE SAME QUESTION THEY SHOULD BE ABLE TO OKAY OKAY, YES YES, THANK YOU SO MUCH OKAY, YOU'RE VERY WELCOME NOT A PROBLEM, ALRIGHT I'LL ACTION, WHO WELCOME HAVE A GREAT DAY, OKAY BYE BYE OKAY\n",
      "698\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "'{\\n  \"call_reasons_identified\": \"Billing Inquiry, Move Request, Plan Inquiry - Home Phone\",\\n  \"customer_satisfaction\": \"unsatisfied\",\\n  \"angry_customer\": \"no\",\\n  \"call_summary\": \"The customer called in to inquire about charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was unsatisfied with the explanation.\"\\n}'"
      ]
     },
     "execution_count": 47,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "text = all_move[2]\n",
    "print(text)\n",
    "prompt = f\"\"\"\n",
    "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks. \\\n",
    "    \n",
    "    List of all possible reasons for calling: {\", \".join(topic_list)}\\\n",
    "    \n",
    "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.\\\n",
    "    \n",
    "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied\\\n",
    "    \n",
    "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no\\\n",
    "    \n",
    "    4.Summarize the call in 50 words, only state the major problems and solutions.\\\n",
    "    \n",
    "    Conversation: {text} \\\n",
    "   \n",
    "    \"\"\"\n",
    "get_completion(prompt, functions)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": null,
   "metadata": {},
   "outputs": [],
   "source": [
    "AFTERNOON THIS IS HEATHER FROM ROGERS IN BERRY ONTARIO CAN I GET YOUR FIRST AND LAST, \n",
    "I'M CALLING ON BEHALF OF SOMEBODY ELSE NAME ON THE ACCOUNT LAST NAME'S WHY YOU FIRST NAME \n",
    "Y O N Y O N G, OKAY AND YOUR NAME IS, MY NAME IS THAT I L I M, PAYMENT SINCE YOU'RE NOT ON\n",
    "THE ACCOUNT THOUGH I WINDOW GIVE YOU A WHOLE LOT INFORMATION ON THE ACCOUNT THOUGH, THE PERSON \n",
    "PROVIDE FIVE I NEED TO JUST NEED HELP WITH THE LANGUAGE PART BECAUSE SHE DOESN'T SPEAK MUCH ENGLIS\n",
    "H FROM DOING THE TRANSLATION, OKAY SO I JUST NEED TO HAVE A LET ME TO SPEAK TO HIM, YOU HAVE TO HELLO,\n",
    "HI I APPRECIATE CURE IN THE OF YOUR ACCOUNT I WOULD NEED YOUR DATE OF BIRTH AND POSTAL CODE, \n",
    "LET'S THE CODE AND POSTAL CODE IS SIX E LOG, CONNECTION HOW CAN I HELP YOU, OKAY IT'S A GOOD \n",
    "THIS MOUSE THIS MONTH THE ISSUE HE HAS AS T RECENTLY CHANGED THE ADDRESS BUT THEN IT'S JUST STILL \n",
    "CHARGING HIS OLD ADDRESS NO LONGER LEE THERE IT'S CHARGING THE OLD ADDRESS LIKE OVER A HUNDRED BUCKS OR\n",
    "SOMETHING AND HE DOESN'T EVEN LET THERE ANYMORE MOST RETURN I DIFFERENT ADDRESS CAN YOU TWENTY WHAT'S GOING ON,\n",
    "ENDED N AND DID YOU CALL INTO ROGERS THE CHANGES ADDRESS, YES IT'S ALREADY CHANGED SO LET ME DOUBLE \n",
    "CHECK PUT UNTIL DOES THE EQUIPMENT SO I CAN'T EITHER TO CHARGES IT WAS CHARGE INTO HIS OLD ADDRESS AND \n",
    "THEN A CHARGE TO HIS NEW ADDRESS GOING TO ACCEPT RATE CHARGE TO HIT THE ACCOUNT RIGHT NOW\n",
    "SO HE'S THE OLD ADDRESS IS JACK ADDRESS AND THE NEW ADDRESS INSTALLED I'M NOT SURE WHAT WHAT ARE YOU \n",
    "WILL BE ABLE TO SEE FROM YOUR END, THAT MY DEPARTMENT BUT LET ME SEE WHAT I CAN DO, OKAY SIR, \n",
    "HIGH JUST DEAL OF CANCELATION OKAY YEAH SO YOU WHEN HE DOES THE MOVE YOU WE COULD BE CHARGED \n",
    "FOR BOOK OLD ADDRESS TO THE NEW ADDRESS, SO YOU ARE ASKING ONE SHE CHANGED ADDRESS, \n",
    "YOU KNOW WHAT I'M SAYING IS WHEN YOU CHANGE ADDRESS IS YOU DO GET CHARGED PARTIAL BECAUSE \n",
    "IT IT DID HAPPEN IN THE MIDDLE OF THE BILLING PERIOD, OKAY, SO THIS BILL IS CORRECT, \n",
    "AS LONG AS A MAY TALK HAS NIGHT WASN'T JIM QUESTIONS FOR ME ARE YOU A COUPLE THINGS LET ME \n",
    "THINK I HIS OWN JEN BANGED WHO CAN HELP YOU WITH TODAY GOOD I'VE GOT HE'S SAYING THE LAST MONTH HE \n",
    "WAS ALREADY CHARGE FOR BOTH ADDRESS ADDRESS BOTH UNLIMITED MONTHLY IS BEING CHARGED FOR\n",
    "BOTH ADDRESSES I CAN, JUST HAPPY OF THE PEOPLE YOU SHOULD BE SPEAKING TO AREN'T OPEN TODAY \n",
    "CAUSE I DON'T OPEN ON THE WEEKENDS THEY WOULD HAVE TO DO THAT CLICK ON MONDAY, OKAY OKAY, \n",
    "CAUSE IT MOST IT FOR THE BUSINESS PART OF IT SO YOU HAVE TO SPEAK TO THE BUSINESS PART FOR THAT, \n",
    "I SEE I CAN JUST DO YOU HAPPEN TO KNOW WHAT I DO HAVE LIKE TIME NEW SERVICE FOR FOR THAT DEPARTMENT, \n",
    "YESTERDAY SERVICES WE HAVE EITHER CAN'T SCHEMES FOR MANDARIN, PERFECT SO BASICALLY \n",
    "YOU COULD JUST CALL MONDAY THROUGH FRIDAY ASKING FOR THE SAME QUESTION THEY SHOULD BE ABLE TO OKAY OKAY, \n",
    "YES YES, THANK YOU SO MUCH OKAY, YOU'RE VERY WELCOME NOT A PROBLEM, ALRIGHT I'LL ACTION, WHO WELCOME HAVE A GREAT DAY, OKAY BYE BYE OKAY"
   ]
  },
  {
   "attachments": {},
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "langchain to achieve simliar functions as \"function calling\""
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 88,
   "metadata": {},
   "outputs": [],
   "source": [
    "from langchain.chat_models import ChatOpenAI"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 100,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "ChatOpenAI(cache=None, verbose=False, callbacks=None, callback_manager=None, tags=None, client=<class 'openai.api_resources.chat_completion.ChatCompletion'>, model_name='gpt-3.5-turbo-16k', temperature=0.0, model_kwargs={}, openai_api_key='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', openai_api_base='', openai_organization='', openai_proxy='', request_timeout=None, max_retries=6, streaming=False, n=1, max_tokens=None, tiktoken_model_name=None)"
      ]
     },
     "execution_count": 100,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "# To control the randomness and creativity of the generated\n",
    "# text by an LLM, use temperature = 0.0\n",
    "chat = ChatOpenAI(temperature=0.0, model=\"gpt-3.5-turbo-16k\")\n",
    "chat"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 90,
   "metadata": {},
   "outputs": [],
   "source": [
    "template_string = \"\"\"\n",
    "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks. \\\n",
    "    \n",
    "    List of all possible reasons for calling: {topic_list}\\\n",
    "    \n",
    "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.\\\n",
    "    \n",
    "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied\\\n",
    "    \n",
    "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no\\\n",
    "    \n",
    "    4.Summarize the call in 50 words, only state the major problems and solutions.\\\n",
    "    \n",
    "    Conversation: {text} \\\n",
    "\n",
    "   \n",
    "    \"\"\""
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 91,
   "metadata": {},
   "outputs": [],
   "source": [
    "from langchain.prompts import ChatPromptTemplate\n",
    "\n",
    "prompt_template = ChatPromptTemplate.from_template(template_string)\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 92,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "PromptTemplate(input_variables=['text', 'topic_list'], output_parser=None, partial_variables={}, template=\"\\n    Given the conversation between a telecommunication agent and customer below, achieve all following tasks.     \\n    List of all possible reasons for calling: {topic_list}    \\n    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.    \\n    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied    \\n    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no    \\n    4.Summarize the call in 50 words, only state the major problems and solutions.    \\n    Conversation: {text} \\n   \\n    \", template_format='f-string', validate_template=True)"
      ]
     },
     "execution_count": 92,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "prompt_template.messages[0].prompt"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 93,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "['text', 'topic_list']"
      ]
     },
     "execution_count": 93,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "prompt_template.messages[0].prompt.input_variables"
   ]
  },
  {
   "attachments": {},
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "Parse the LLM output string into a Python dictionary"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 94,
   "metadata": {},
   "outputs": [],
   "source": [
    "from langchain.output_parsers import ResponseSchema\n",
    "from langchain.output_parsers import StructuredOutputParser"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 95,
   "metadata": {},
   "outputs": [],
   "source": [
    "functions = [\n",
    "    {\n",
    "        \"name\": \"call_details_summary\",\n",
    "        \"description\": \"deliver the call details to downstream api\",\n",
    "        \"parameters\": {\n",
    "            \"type\": \"object\",\n",
    "            \"properties\": {\n",
    "                \"call_reasons_identified\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\",\n",
    "                },\n",
    "                \"customer_satisfaction\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\",\n",
    "                },\n",
    "                \"angry_customer\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\",\n",
    "                },\n",
    "                \"call_summary\": {\n",
    "                    \"type\": \"string\",\n",
    "                    \"description\": \"Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\",  \n",
    "                },\n",
    "            },\n",
    "            \"required\": [\"call_reasons_identified\", \"customer_satisfaction\", \"angry_customer\", \"call_summary\"],\n",
    "        },\n",
    "    }\n",
    "]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 96,
   "metadata": {},
   "outputs": [],
   "source": [
    "call_reasons_schema = ResponseSchema(name=\"call_reasons_identified\",\n",
    "                             description=\"Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\")\n",
    "customer_satisfaction_schema = ResponseSchema(name=\"customer_satisfaction\",\n",
    "                                      description=\"The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\")\n",
    "angry_customer_schema = ResponseSchema(name=\"angry_customer\",\n",
    "                                    description=\"Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\")\n",
    "call_summary_schema = ResponseSchema(name=\"call_summary\",\n",
    "                                    description=\"Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\")\n",
    "response_schemas = [call_reasons_schema, customer_satisfaction_schema, angry_customer_schema, call_summary_schema]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 97,
   "metadata": {},
   "outputs": [],
   "source": [
    "output_parser = StructuredOutputParser.from_response_schemas(response_schemas)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 98,
   "metadata": {},
   "outputs": [],
   "source": [
    "format_instructions = output_parser.get_format_instructions()\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 99,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "The output should be a markdown code snippet formatted in the following schema, including the leading and trailing \"```json\" and \"```\":\n",
      "\n",
      "```json\n",
      "{\n",
      "\t\"call_reasons_identified\": string  // Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\n",
      "\t\"customer_satisfaction\": string  // The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\n",
      "\t\"angry_customer\": string  // Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\n",
      "\t\"call_summary\": string  // Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\n",
      "}\n",
      "```\n"
     ]
    }
   ],
   "source": [
    "print(format_instructions)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 49,
   "metadata": {},
   "outputs": [],
   "source": [
    "template_string = \"\"\"\n",
    "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks. \\\n",
    "    \n",
    "    List of all possible reasons for calling: {topic_list}\\\n",
    "    \n",
    "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.\\\n",
    "    \n",
    "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied\\\n",
    "    \n",
    "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no\\\n",
    "    \n",
    "    4.Summarize the call in 50 words, only state the major problems and solutions.\\\n",
    "    \n",
    "    Conversation: {text} \\\n",
    "\n",
    "    {format_instructions}\n",
    "    \n",
    "    \"\"\"\n",
    "\n",
    "prompt = ChatPromptTemplate.from_template(template=template_string)\n",
    "\n",
    "messages = prompt.format_messages(text=all_move[0], topic_list=\", \".join(topic_list),\n",
    "                                format_instructions=format_instructions)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 50,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "\n",
      "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks.     \n",
      "    List of all possible reasons for calling: Channel Inquiry, Tech Support, Promotion Inquiry, Billing Inquiry, Plan Inquiry - Internet, Equipment Inquiry, Plan Inquiry - Home Phone, Plan Inquiry - TV, Deactivation, MyRogers, Technician Installation Inquiry, Move Request, Payment Inquiry, Account Inquiry, TV addon Inquiry, Customer Notifications    \n",
      "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.    \n",
      "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied    \n",
      "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no    \n",
      "    4.Summarize the call in 50 words, only state the major problems and solutions.    \n",
      "    Conversation: HI VAL COMPLETE ROGERS MY NAME IS NOTHING FROM SOMEWHERE SIDE CAN I HAVE YOUR FIRST AND LAST NAME PLEASE, YEAH IS JEFFREY P U, OKAY I JUST NEED TO ASK YOU FEW QUESTION TO ATTEND TO CAKE YOU CAN I HAVE YOUR POSTAL CODE PLEASE, ELSE FOR WHY NO SCREEN L FOUR G SEVEN ONE NINE, THAT'S OKAY YEAH AND CAN I HAVE THE EMAIL ADDRESS ON THE DATE OF BIRTH PLEASE, J E F F E DOT P L GMAIL DOT COM, OKAY, AND IT'S JULY ELEVENTH NINETEEN SIXTY NINE, OKAY THANK YOU SO MUCH FOR PROVIDING ALL THE INFORMATION HOW YOU DOING TODAY, GOOD HOW ARE YOU, I'M GOOD THANK YOU FOR ASKING I OPEN YOUR DISCOUNT AND HOW CAN I HELP YOU, YEAH JUST WANTING TO INQUIRE ABOUT CONCIERGE MOVE I GUESS, MOVE, WE'RE MOVING YES WE'RE SO I GUESS IT'S NO COMPLICATED WERE TAKING OVER ON JUST WASTE ON JUNE THE SEVENTH, OKAY, AND WE DON'T MOVE FROM YOUR CURRENT LOCATION UNTIL JUNE THE TWENTIETH, JOE ON THE TWENTIETH SO YOU'LL BE LEAVING THE FOR THIS ADDRESS ON JUNE TWENTY FOURTH THEN, YEAH EIGHT EIGHTEEN THAT CALL US WE'LL BE MOVING ON JUNE TWENTIETH, YES JUNE TWENTIETH YOU IS MOVING SO BASICALLY YOU WERE MOVING INTO THE NEW ADDRESS ON JUNE THE OF THEN TAKE TWENTY FIRST, YES THANK YOU AND JUNE TWENTIETH WE MOVED YEAH IT'S JUST LIKE FORTY FIVE MINUTES MINUTES AWAY, OKAY CAN YOU JUST PROVIDE ME THE NEW ADDRESS PLEASE, YEAH IT'S TWENTY TWELVE, TAKE DRUGS OKAY, EIGHT A A T E, OKAY, YOU, OKAY, NOT SIR AND THEN STILL, SORRY WHAT YOU MENTION, IN THIS BILL IS THE TOWN I AND N I S I L IN THOSE SO, OKAY AND K U, YES, AND THE POSTAL CODE PLEASE, HOLD ON THERE YOU'RE GOING TO LET ME SEE, OKAY, OKAY IS L AS IN LARRY NINE S AS IN SAM ONE Y TWO, OKAY SO LET ME CHECK FOR THE ADDRESS IT'S SERVICE ABLE, IT IS SERVICEABLE, YEAH I'M JUST CHECKING ON THAT CHANGE, OKAY, I GUESS IT'S SERVICE, OKAY, OKAY SO IS THAT OKAY IF I DO THE DISCONNECTION ON TWENTIETH OF JUNE AND THE RECONNECTION IS TWENTIETH TWENTY FIRST OF JUNE, SORRY, IS THAT'S OKAY WITH YOU IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND THE RECONNECTION IS ON JUNE TWENTY FIRST, WELL THIS IS THIS IS I WANT TO STAY GASSES IS IT POSSIBLE TO HAVE A NEW SERVICE SET UP FOR THIS THE AROUND THE EIGHTH OF JUNE AT THE NEW HOUSE AND THEN WE DISCONNECT EVERYTHING AT THE OLD HOUSE OR OUR CURRENT LOCATION NOW ON JUNE THE TWENTIETH, KNOW IF IT'S GONNA BE BECAUSE THE DISCONNECTION, SO YOU'RE TELLING ME FOR LIFE FOURTEEN DAYS I CAN'T HAVE ANY SERVICE AT ALL AT MY NEW HAVE, NO NO NO NO SO WHEN YOU MOVING YOU SAID YOU WERE MOVING FROM THIS CURRENT ADDRESS OR JUNE TWENTIETH RIGHT YOU HAVE LEAVING THE OLD HOUSE SO YOU WOULD BE MOVING THE SERVICE IS ON THE NEXT DAY RIGHT JUNE TWENTY FIRST, CORRECT SO THIS IS WHAT I THIS IS PART OF MY QUESTION IS WE TAKE IS ACTION OF AND HOUSE OF THE SEVENTH OF JUNE MY SON JUST GOING TO BE LIVING THERE AND WE'D LIKE TO HAVE SERVICES SET UP TO BACK STARTING FROM JUNE THE EIGHTH AND THEN THE CURRENT LOCATION EIGHTEEN THERE CALL US WE WANT TO JUST DISCONNECT EVERYTHING ON THE TWENTIETH, I CAN TRY AND SEE IF IT'S GONNA WORK TAX IT BUT I DON'T THINK SO IT'S GONNA RATE JUNE HELLO, FIVE, YES THERE ACTUALLY NO WE CANNOT DO LIKE THE ACTIVITY LIKE JUNE TWENTY IT WILL BE DISCONNECTION OF THE RECONNECTION WILL BE TOLD ME NO THE DISCONNECTION BIG HAS TO BE BEFORE AND THE CONNECTION FEE IT HAS TO BE AFTER, SO YOU WOULD PREFER ME TO MOVE TO BELL CANADA THEM AS A CUSTOMER TO SET UP A NEW HOUSE AND JUST DROP ROGERS IT'S NUMBER TWENTY CAUSE THAT'S WHAT I'M HEARING, CLOSE AND I'M NOT SAYING THAT THINGS BUT AS FOR THE SYSTEMS, FOR YOU HAVE TO OUR YOU'RE SAYING YOU'RE TELLING ME I CAN'T OKAY WELL HOW DO YOU TELL ME HOW WE WORK AROUND OF THEM, IT'S LARGE ON THAT, I'M I'M YOUR CUSTOMER WILL HAVE TO HOUSES FOR FOR FOURTEEN DAYS SO HOW WOULD YOU LIKE ME TO HANDLE IT SO THAT I STAY AS A ROGERS CUSTOMER, VOID OKAY SO NICE YOU'LL SEE SIR THEM WORD WILLY WORKS IF WE DO IT THE DISCONNECTION AND THE RECONNECTION ON THE SAME DAY THE LIFE IF THE WE DO THE DISCONNECTION LIKE ON TWENTIETH AND THE RECONNECTION ON TWENTY FIRST BECAUSE THE DISCONNECTION DATE IS THE BEFORE AND THAT'S CONNECTION DATE HAS TO BE AFTER SO IF I DO THE DISCONNECTION ON JUNE TWENTIETH AND HOW I CAN DO THE RECONNECTION ON JUNE SEVENTH IT'S NOT POSSIBLE, OKAY WHAT I WHAT WELL OKAY OKAY SO THE OTHER OPTION IS FOR ME TO GO TO BELL CANADA YET ALL OF OUR SERVICES SET UP TO THE NEW HOUSE ON THE SEVENTH AND THEN ON THE TWENTIETH I CEASED BEING A ROGERS CUSTOMER YOU HAVE TO HAVE SOME WAY OF BEING ABLE TO HELP ME I WOULD HAVE TO HAVE TO HOUSES SERVICE ON NUMBER ACCOUNT UNDER THE NEW ADDRESS OR SOMETHING THIS CAN'T BE THE FIRST TIME YOU GUYS WHATEVER HAS IVORY FIVE, SO THERE IS ONES UPGRADE DEPARTMENT I CAN TRANSFER YOUR CALL THAT I CAN YOU TO THEM IF THEY'RE GOING TO HELP YOU IN THIS CASE, TO WHO, IS THAT OKAY THE MOVE DEPARTMENT, SORRY WHO YOUR CHRISTIAN REMOVE DEPARTMENT, YES, WASN'T THIS THE MOVE DEPARTMENT LIKE I GOT AN EMAIL TELLING ME THIS WAS A CONCIERGE, NO, LOANING THAT I CALLED SO YOU'RE TELLING ME THIS IS NEED UNLIMITED DEPARTMENT, I KNOW WHAT I'M FROM IGNITE SCHEDULED BACK MA'AM, OKAY WHY WOULD THEY SEND ME AN EMAIL WITH THE SOUTH WHAT WAS PHONE NUMBER IF IT'S NOT EVEN THE RIGHT ONE ANYWAYS OKAY SO I NEED TO THE MOVE DEPARTMENT PLEASE THAT'S FINE, I I'M GIVE ME A MOMENT, THANK YOU, YOU'RE WELCOME OKAY I'M GOING TO THINK YOUR CARD OKAY, YEAH \n",
      "    The output should be a markdown code snippet formatted in the following schema, including the leading and trailing \"```json\" and \"```\":\n",
      "\n",
      "```json\n",
      "{\n",
      "\t\"call_reasons_identified\": string  // Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\n",
      "\t\"customer_satisfaction\": string  // The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\n",
      "\t\"angry_customer\": string  // Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\n",
      "\t\"call_summary\": string  // Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\n",
      "}\n",
      "```\n",
      "    \n",
      "    \n"
     ]
    }
   ],
   "source": [
    "print(messages[0].content)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 51,
   "metadata": {},
   "outputs": [
    {
     "name": "stderr",
     "output_type": "stream",
     "text": [
      "Retrying langchain.chat_models.openai.ChatOpenAI.completion_with_retry.<locals>._completion_with_retry in 1.0 seconds as it raised APIConnectionError: Error communicating with OpenAI: ('Connection aborted.', ConnectionResetError(10054, 'An existing connection was forcibly closed by the remote host', None, 10054, None)).\n"
     ]
    }
   ],
   "source": [
    "response = chat(messages)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 53,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "```json\n",
      "{\n",
      "\t\"call_reasons_identified\": \"Move Request, Plan Inquiry - Home Phone, Deactivation\",\n",
      "\t\"customer_satisfaction\": \"unsatisfied\",\n",
      "\t\"angry_customer\": \"yes\",\n",
      "\t\"call_summary\": \"The customer called to inquire about setting up services at their new address and disconnecting services at their current address. The agent explained that the disconnection and reconnection dates cannot be on the same day. The customer expressed frustration and mentioned considering switching to another provider. The agent offered to transfer the call to the move department for further assistance.\"\n",
      "}\n",
      "```\n"
     ]
    }
   ],
   "source": [
    "print(response.content)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 54,
   "metadata": {},
   "outputs": [],
   "source": [
    "output_dict = output_parser.parse(response.content)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 55,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "{'call_reasons_identified': 'Move Request, Plan Inquiry - Home Phone, Deactivation',\n",
       " 'customer_satisfaction': 'unsatisfied',\n",
       " 'angry_customer': 'yes',\n",
       " 'call_summary': 'The customer called to inquire about setting up services at their new address and disconnecting services at their current address. The agent explained that the disconnection and reconnection dates cannot be on the same day. The customer expressed frustration and mentioned considering switching to another provider. The agent offered to transfer the call to the move department for further assistance.'}"
      ]
     },
     "execution_count": 55,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "output_dict"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 56,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "'The customer called to inquire about setting up services at their new address and disconnecting services at their current address. The agent explained that the disconnection and reconnection dates cannot be on the same day. The customer expressed frustration and mentioned considering switching to another provider. The agent offered to transfer the call to the move department for further assistance.'"
      ]
     },
     "execution_count": 56,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "output_dict.get('call_summary')"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 60,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "\n",
      "    Given the conversation between a telecommunication agent and customer below, achieve all following tasks.     \n",
      "    List of all possible reasons for calling: Channel Inquiry, Tech Support, Promotion Inquiry, Billing Inquiry, Plan Inquiry - Internet, Equipment Inquiry, Plan Inquiry - Home Phone, Plan Inquiry - TV, Deactivation, MyRogers, Technician Installation Inquiry, Move Request, Payment Inquiry, Account Inquiry, TV addon Inquiry, Customer Notifications    \n",
      "    1.Identify three major reasons for customer calling. Note that the reasons for calling must be in the list above.    \n",
      "    2.Indicate whether the customer is satisfied with the agent's solution. Choose from one of the two options: 1.satisfied 2.unsatisfied    \n",
      "    3.Indicate whether the customer expressed anger during the call. Choose from one of the two options: 1.yes 2.no    \n",
      "    4.Summarize the call in 50 words, only state the major problems and solutions.    \n",
      "    Conversation: HELLO, HELLO, HI MY NAME IS PLEASE I WOULD BE A BUSINESS SERVICE SPECIALIST YOU'RE IN BRAMPTON TODAY HOW'S YOUR DAY, I'M GOOD YEAH, THANK YOU SO MUCH FOR ASKING MY DAYS GOING WELL HOW CAN I HELP, I AM WILL BE JAMES INTERNET AND FOR AND THEN GET A MOVING IT END OF MAY SO I WANT TO TRANSFER MY SERVICE SO US ADDRESS, OKAY SIR FOR SURE I CAN HELP YOU WITH TAX CAUSE I KNOW YOUR FIRST AND LAST NAME, HE'S PHONE GET IT, MARCH FOR AUTHENTICATION I TO SEE DEVICE ID HERE GIVE ME ONE MOMENT I'M OPENING YOUR ACCOUNT CAN YOU TELL ME THE POSTAL CODE WHERE YOU'RE MOVING TO, M SCHOOL AND FOUR N FULL N S, JUST GIVE ME A MOMENT I'M GOING TO CHECK IF YOU SERVICE OUT EIGHTY OR NOT, YEAH, AND SIR ONE NO SHOE ONE NINE SURE IS IT M FOUR N TWO L AND WHAT'S THE LAST DIGIT, S I DON'T KNOW SORRY SIX, SIX OKAY, YEAH, IS IT HOME AND TRYING TO FOR BUSINESS PURPOSES WHAT IS IT A PHYSICAL LOCATION FOR WORK SIR, I'M SORRY, IS THERE A PHYSICAL LOCATION FOR BUSINESS OR YOUR HOME, AGENCY LOCATION, FOR BUSINESS, NO NO THIS IS A BOOTING THE OFFICE AND THEN WE HAVE GOING INTO THE OFFICE IN THIS ADDRESS, SHE OKAY SIR CAN YOU TELL ME THE EXACT ADDRESS, SURE THREE THREE ZERO ZERO STREET THE SUITE NUMBER THREE O FIVE, TO DO YOU FIVE YOUR SORRY THAT'S OKAY, BETTER, AND THE CITY IS NORTH YORK, E NOTE ON TWELVE ONTARIO, TURN ON OKAY GIVE ME A MOMENT SIR LET ME HAVE A, YEAH, CHECK THAT EXACT ADDRESS NOW YOU WILL BE MOVING WITH YOUR INTERNET AND YOUR LANDLINE BOTH CORRECT, YES, FOR SURE SO I CAN HELP YOU WITH THAT THE ONLY PROBLEM IS BAD THIS WOULD TAKE ME A BIT OF TIME OKAY, YEAH SURE NO PROBLEM, IT WOULD TAKE ME TEAM AND NINETEEN FIFTEEN TWENTY MINUTES IT WOULD BE A VERY LONG PROCESS THAT'S THE ONLY REASON WHY YOUR LANDLINE I'M JUST GOING TO QUICKLY HAVE A LOOK INTO YOUR BILL AND SEE IF EVERYTHING IS GOOD TO GO OKAY JUST A MOMENT, I ACTUALLY I CARD YESTERDAY AND I DID THE SAME THING AND THEN THE THE SERVICE THE REP TRANSPORTING NEW ADDRESS THE SAME THING AS THE THEY NOW AND THEN IN THE VISIT THE PHONE DISCONNECTED I DON'T KNOW IF YOU HAVE TO DO ANYTHING NEW OR MAYBE YOU CAN CONTINUE FROM THE JOB SO, OKAY NO THERE WON'T BE A CONTINUES SIR THAT'S A PROBLEM, YEAH NO PROBLEM AND THEN, YEAH, I HAVE AFTER THIS AFTER MOVING OR ASK YOU KNOW, YEAH FOR SURE GO AHEAD RIGHT NOW SIR, OKAY IT'S A ABOUT THE PHONE I RECEIVE THE EMAIL AND THEN THE EMAIL I HAVE TO UPGRADE MODEM FOR THEM, GOT IT, AND THEN I COMING TO K THERE WITH THE EMAIL AND I SET UP THE UP ONE MONTH ANY ABLE TO MAKE BUT NOBODY CAME AND THEN IT DOES NOT UPGRADED BUT DOESN'T REALLY MATTER BUT I GUESS TICKET A PHONE AND THEN I DON'T REALLY USE IT SO ABOUT THE UPGRADING JANUARY DO IT OR DO I HAVE TO CORE ANOTHER TOO, NO I CAN DO IT, OKAY AND THEN, SO FIRST OF ALL REGARDING YOUR CHANGE OFF OF THE MODEM FOR YOUR PHONE OKAY, YEAH YEAH, YOUR PHONE SYSTEM ASKING GS SO JUST CORRECT DO YOU HAVE CHANGE THE TECHNOLOGY NOW THE TECHNOLOGY HOW IT'S GOING TO LOOK LIKE I HAVE TO PLACE THE ORDER FOR IT IS CALLED ROGERS BUSINESS LANDLINE AND IT'S GOING TO BE TWENTY DOLLARS PER MONTH IT'S GOING TO BE THE SAME KIND OF SYSTEM JUST A BETTER TECHNOLOGY OKAY AND IS GOING TO BE HAVING MANY FEATURES AND IT'S SUCH JAZZ CALL TRANSFER CALL FORWARDING AND MANY OTHER VOICEMAILS AS BILLS IS GOING TO HAVE A IN IT IT'S GOING TO BE FOR THREE YEARS AGAIN AND I WILL BE CHANGE AGAIN SEE YOU I WILL PLACE AN ORDER IN MY SYSTEM WITHIN EIGHT TO NINE BUSINESS DAYS A TEAM WILL REACH OUT TO YOU THEY WILL CALL YOU AN EMAIL YOU THEMSELVES, OKAY, AND THEY WILL HELP YOU TO CHANGE YOUR SYSTEM AND THEN THEY WOULD BE A MOVE THAT WOULD GO TO TELL ME ONE THING WHEN DO YOU WANT TO MOVE EXACTLY, THAT YOU CAN CHECK DATE IS THE MAY THIRTY FIRST SO IF I JUST BOUGHT IT FROM MY NEW ADDRESS FROM JUNE FIRST BILL THAT'S THE BEST THIS NOW YEAH SO IT MEANS IT'S GOING TO BE BLOOR ONE CHANGE THING I DON'T KNOW HOW THAT SCHEDULE O'CLOCK, THAT'S WHAT I'M EVEN THANK YOU SHOULD I UPGRADE YOUR SYSTEM FIRST OR SHOULD I HAVE WHO'VE YOU FIRST, OKAY I SURE THE FULL NO ANYTHING IT DOESN'T HAVE TO BE THAT THEY ANYTIME IS OKAY BUT HE'S NOT MOVING IS IMPORTANT BECAUSE IT IS IT'S OF ONE DAVE'S JANE YEAH, GOT A GOT X R CODE OR YEAH SO I WILL BOOK YOU FOR THIRTY FIRST OF MAY OKAY SO THAT YOU COULD TRANSFER YOUR SERVICES SO ON THIRTY FIRST THEY WILL COME THEY WILL PICK UP AND THEY WILL PUT IT BACK TO YOUR NEW PLEASE OKAY THAT'S WHAT THEY ARE GOING TO DO, JENNY PIGEON FOR CAUSE, SURE I CAN DO THAT THAT'S FINE, YEAH, YEAH I CAN DO JUNE FIRST IS FINE COMPLETE YOU TELL ME ONE THING WHAT TIME DO YOU LIKE MORNING AFTERNOON EVENING NINTH BETWEEN EIGHT TO FIVE, WELL I NEED TO DO BETTER, PARDON, YEAH ALL YEAH IF YOU HAVE WHAT TIME IN THE MORNING ITS GOOD, YEAH OKAY SO EIGHT TO ELEVEN O'CLOCK IS THAT FINE, YEAH, YEAH OKAY AND YOU WANTED OR JUNE FIRST JUNE FIRST I'M JUST GOING TO CHECK THE DAYS YOU'RE WORKING THAT DATE IF THAT'S THURSDAY FOR SURE IT WILL WORK SO IT IS GOING TO BE JUNE FIRST TWENTY TWENTY THREE YOU WANTED BY ATM AND FIRM IT WOULD BE BEST ADVISE IF YOU COULD STAY ON THE PHONE CALL IF I HAVE ANY QUESTIONS DO YOU ALLOW LAST OKAY, YEAH, OKAY, OKAY, I WAS START WITH THE PROCESS FOR NOW YOU TO DO HAVE DATA ONCE YOU MOVE LET'S DO LATER ON, THAT'S GOOD PERFECT, SINCE THAT'S NOT THE MOST IMPORTANT THING I UNDERSTAND I COMPLETELY YOUR SERVICES WON'T STOP EVEN IF YOU WERE YOUR DEVICE IS NOT UPDATED THAT'S FINE COMPLETELY YOU CAN CALL IN JUNE AND THEN WE CAN DO IT FOR NOW OTHERWISE IF THEY DO THE SYSTEM CHANGE IT MIGHT CAUSE A DOUBLE AND MOVIE GO THE LESS DATA THAN THAT WHICH IS NOT, YEAH, WE DO IT IN DOING MONTH, OKAY OKAY, GO AHEAD, CAN I CHANGE THAT THEY CAUSE I DON'T KNOW WHAT THE BEST BUT I DO YOU CAN BARELY MADE ALREADY LAWYERS N D E BILLING IS BUT THEN MY JEEZ DID THE UNTIL MATE BUT IT'S NOT A VERY BE TODAY BUT I'M GOING TO BE FROM THE F OR THE ITS EIGHT GOING PLACES, MAY THIRTY FIRST OKAY COULD WORK, YEAH YEAH YEAH BUT IT TEXT A CREDIT Z DOES IT JUNE FOR THAT, FIRST, ESTELLE MY ID THERE AND THEN, OKAY MAY I THIRTY FIRST YOU NEED TO THAN THE TIMING THAT'S YEAR EVENING CORRECT, YEAH YES MA'AM, OKAY YEP SURE THAT WORKS FOR ME I WILL BOOK THE MOVE FOR YOU I WILL WORK ON THE PROCESS I'LL PLACE THE ORDER A LET YOU KNOW OF EVENING AND THEN THE TECHNICIAN WILL EMAIL YOU WILL CONTACT YOU WITH THEY WERE DO EVERYTHING OKAY, OKAY AND SEVEN BIG FOR ME ENOUGH SO THE LANDLINE BUT THE MOVING DATE I'M GOING TO BE A DIGIT IF IT SO TO MY BUT I CAN KEEP BUT IF IT MY WALL AND I CAN BYE BYE, OKAY YOURS, DO YOU HAVE MY YEAH, YEAH YOU WANTED TO BE ON THE PHONE CALL FOUR SIX FOUR SEVEN TWO WITH THREE FOUR FIVE EIGHT TWO, THAT'S CORRECT THAT'S ALSO, YOU OKAY SO IT'S THE ROGERS CALLED NUMBER, OKAY, OKAY AND THEY WILL OURS IS, AND I JUST THAT I HAVE I AM I THAT'S THAT'S DID YOU DOES INCLUDE BUT, GO AHEAD SIR PLEASE SORRY, I HAD OR FLOOR AND THE IT DOES DOESN'T VERY IMPORTANT LOOK AT SOME POINT RIGHT ONE MONTH MONTH THE WHOLE MY WORK FOR THE IT'S NOT WHAT'S THE ANYMORE BUT, YOU'LL CALL FORWARDING IS, BUT I DIDN'T DO ANYTHING BECAUSE I WANT TO UPGRADE MODEM FIRST THEN I YOU GOT IT F RATE IT'S LAST BILL S FOR FOR FOR DO OR SO I DID NOW IT'S GOING TO BE APPRAISED AT THE AGO, OKAY LET ME HAVE A LOOK FIRST OF ALL IF THERE IS ANY ISSUE WE CAN RESOLVE IT RIGHT NOW LET ME CHECK WHY YOUR CALL FORWARDING IS NOT WORKING GIVE ME A MOMENT, THANK YOU, NO REESE CALL FORWARDING YEAH I DON'T SEE CODE FORWARDING LET ME MORTGAGE, YEAH, YEAH LETS SEE CALLS, IT'S GOT YEAH, OKAY SO THE PROBLEM, THANK YOU YEAH YEAH NO NO I USED IT FOR MANY YEARS, SORRY GO AHEAD, THE FOR SOME REASON IT JUST BEEN, OKAY SO BASICALLY YOU CAN SELECT TWO SERVICES OKAY I WILL NAME ALL THE SERVICES LET ME KNOW WHICH DO YOU WANT OKAY, YEAH, BUSY CALLING REGARD CALL DISPLAY CALL DISPLAY BLOCK CALLS FORWARD CALL TRANSFER CALL WAITING THANKS AND THE HAS CALL FORWARD HUNTING IT'S I'LL EXPLAIN YOU FOR SURE AND WEISS MOVE CAN YOU TELL ME WHICH DO YOU LIKE SIR YOU WANT TO CALL FORWARDING, YEAH I KNOW WHAT TO FOR SURE OR FOR AND WE'RE GET A AND THEN THAT I DON'T NEED TO GET THAT ON, CALL DISPLAY AND OKAY OKAY CALL DISPLAY AND CALL FORWARDING, YEAH, GOOD WITH THAT AND FINISH G SO CALL DISPLAY AND CALL FORWARDING IS THE ONE, THAT'S WHEN I CAN USE IT FROM TODAY, IT WORKS MA'AM, THAT YOU THAT YOU COULD, YEAH ITS NOT GOING TO BE A PROBLEM MY IT WAS JUST FEW COLLECTS AND FOR SURE IT'S A CHOICE START WITH SERVICE YOU NEED ANY TO YOU CAN CHOOSE AND YOU CHOSE CALL DISPLAY AND CALL FORWARDING IT WORKS, YEAH THANK YOU, NO SO THAT IS DONE AND THEN I'LL START THE PROCESS FIRM I'M JUST GOING TO CHECK YOUR TERM OFFER IF IT DOES NOT HAVE ANY PROBLEM MINUTES AND IT'S GOING TO DO NOT EXPIRE SO IF IT IS GOING TO I'LL JUST LET YOU KNOW SO THAT IT COULD BE, YEAH, FOR YOUR BUSINESS PHONE YOU ARE GOING TO DO IT NEXT MONTH YOUR INTERNET SEVENTY NINE NINETY NINE IT IS TILL DECEMBER TWENTY TWENTY FOUR SO YOU'RE GOOD FOR ONE AND A HAVE YOUR MORE JUST MARK THE DATE DECEMBER TWENTIETH TWENTY TWENTY FOUR THIS IS THE DAYS YOUR INTERNET PACKAGE WILL BE DONE OKAY, YEAH OKAY, SO YOU NEED TO CALL IN ROGERS BY THAT TIME AND GET A NEW TERM, OKAY, OKAY OTHERWISE YOU WERE PRICE WOULD INCREASE IF YOU COULD CALL NEARBY IT WILL GIVE YOU ANOTHER TERM OFFER FOR ANOTHER THREE YEARS SO THAT YOUR PRICE CAN BE LOG NOW LET'S START THE PROCESS OF TRANSFER THIS ACCOUNT HASN'T UNDER RETURN EQUIPMENT YOUR YOUR WHERE'S NOW YOUNGS SPELLINGS I GUESS YOUNG SURE I DON'T HAVE A BETTER IDEA, OKAY YEAH ONLY IS THE Y O N, YEAH YEAH YEAH GOT UP TO YOUNGER RIGHT O N SIR OKAY NOW LET'S SEARCH FOR YOU ADDRESS YEAR THIS NUMBER IS OKAY SIR SO I'LL WORK ON IT I WILL PUT YOU ON HOLD IF I NEED ANY PIECE OF INFORMATION OUT FOR SURE CONTACT YOU BACK RIGHT AWAY I'LL BE BACK ON THE PHONE CALL BACK, AGES, NO WORRIES I'LL BE BACK THANK YOU HELLO HELLO, HELLO, YES SIR SO EVERYTHING IS DONE INSTALLERS FOR THIRTY FIRST OF MAY THEN THEY COULD OUT FROM YOUR PREVIOUS ADDRESS AND INSTALL ON THE NEW ONE, THANK YOU THANK YOU, NO REASON IT'S GOING TO BE TWO TO FIVE P M AS IN WARM DO THEY WORK TILL LET ME FIVE O'CLOCK SO BETWEEN TWO TO FIVE THEY WILL PICK IT UP AND THEY'LL INSTALLED, OKAY OKAY, OKAY YEAH, THAT'S IT RIGHT, YEAH THAT'S IT THAT'S IT SO ALL YOU NEED TO DO RIGHT NOW JUST MARK MY WORDS I'LL LEAVE A NOTE ON THE ACCOUNT, THANK YOU, THIS CONSULATE IS TWENTY NINE DOLLAR NINETY NINE CENTS OKAY ONCE THE INSTALLATION IS DONE CALLING ROGERS AND SEE IF HE'S LEAVE IT OFF, OKAY AND THEN THE PHONE UPGRADING THE MORE THEM UPGRADE AND IT'S GOING TO BE DIFFERENT DAY RIGHT, OKAY YEAH SO YOU CAN CALL ANY TIME AFTER THE INSTALLERS IS DONE, OKAY, YOU CAN INFORM THEM THAT I RECEIVED A MESSAGE ALL FROM MY IPHONE UPGRADE I WANT TO DO THAT TODAY, OKAY WHAT IS IT REALLY NECESSARY COULD USE A THE LINE I JUST TO THE PHONE CALLING MOST GOT TIME ARE USE OF COURT PORTING BUT I'M GLAD I NEED RIGHT THE MODEM, THE THING IS THAT ITS BETTER TO DO IT RIGHT NOW BECAUSE ONE DAY GOING TO STOP, THAT'S AND SCARY OKAY, THAT'S THE POINT DO IT RIGHT NOW I'M SCARY I'M JUST SAYING THAT TOO ONE DID THEY WILL SOLVE IT SO RATHER THAN THAT YOU CAN JUST INSTALLED, OKAY THANK YOU FROM US OKAY, OKAY, OKAY, I HAVE ONE MORE QUESTION DO YOU HAVE ANY LINE YOU WOULD ADD WITH ROGERS BY ANY CHANCE DO USE A GOING ON PRETTY CHEAP, AND AND WORK ON THE LINE, A LINE YEAH ANY ACCOUNT THAT YOU HAVE WITH ROGERS FOR BUSINESS YOU WANT TO ADD A LINE THE LINE WOULD BE VERY CHEAP ITS WAY CHEAPER DONE THE MARKET TODAY, NO IVAN THINK I EVER LET ME THEN YOU'RE GOOD BYE, NOPE I'M JUST TODAY OKAY, OKAY THANKS THANK YOU AND WILL BE OKAY OKAY THANK YOU, NO WORRIES TAKE CARE HAVE A GOOD ONE BYE \n",
      "    The output should be a markdown code snippet formatted in the following schema, including the leading and trailing \"```json\" and \"```\":\n",
      "\n",
      "```json\n",
      "{\n",
      "\t\"call_reasons_identified\": string  // Three major reasons for customer calling, e.g. 'Billing Inquiry','Move Request','Plan Inquiry - Home Phone'\n",
      "\t\"customer_satisfaction\": string  // The customer satisfaction with agent's solution, choose from one of the two options: 1.satisfied 2.unsatisfied, e.g. 'satisfied'\n",
      "\t\"angry_customer\": string  // Whether the customer expressed anger during the call, choose from one of the two options: 1.yes 2.no, e.g. 'yes'\n",
      "\t\"call_summary\": string  // Summarize the call in 50 words, only state the major problems and solutions e.g. 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\n",
      "}\n",
      "```\n",
      "    \n",
      "    \n"
     ]
    }
   ],
   "source": [
    "print(messages_2[0].content)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 73,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "'```json\\n{\\n\\t\"call_reasons_identified\": \"Move Request, Plan Inquiry - Home Phone, Equipment Inquiry\",\\n\\t\"customer_satisfaction\": \"satisfied\",\\n\\t\"angry_customer\": \"no\",\\n\\t\"call_summary\": \"The customer called to request a transfer of services to a new address. The agent explained the process and scheduled the installation for May 31st. The customer also inquired about upgrading their phone modem and adding a new line. The agent provided information on the options and advised the customer to call after the installation for further assistance. The customer was satisfied with the solutions provided.\"\\n}'"
      ]
     },
     "execution_count": 73,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "response_2.content"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 78,
   "metadata": {},
   "outputs": [],
   "source": [
    "def check_end_backticks(text):\n",
    "    if text[-3:]!='```':\n",
    "        new_text=text+'\\n```'\n",
    "    else:\n",
    "        new_text=text\n",
    "    return new_text"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 79,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "{'call_reasons_identified': 'Move Request, Plan Inquiry - Home Phone, Equipment Inquiry',\n",
       " 'customer_satisfaction': 'satisfied',\n",
       " 'angry_customer': 'no',\n",
       " 'call_summary': 'The customer called to request a transfer of services to a new address. The agent explained the process and scheduled the installation for May 31st. The customer also inquired about upgrading their phone modem and adding a new line. The agent provided information on the options and advised the customer to call after the installation for further assistance. The customer was satisfied with the solutions provided.'}"
      ]
     },
     "execution_count": 79,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "messages_2 = prompt.format_messages(text=all_move[1], topic_list=\", \".join(topic_list),\n",
    "                                format_instructions=format_instructions)\n",
    "response_2 = chat(messages_2)\n",
    "response_2_text = check_end_backticks(response_2.content)\n",
    "output_dict_2 = output_parser.parse(response_2_text)\n",
    "output_dict_2"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 80,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "{'call_reasons_identified': 'Billing Inquiry, Move Request, Plan Inquiry - Home Phone',\n",
       " 'customer_satisfaction': 'satisfied',\n",
       " 'angry_customer': 'no',\n",
       " 'call_summary': 'The customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'}"
      ]
     },
     "execution_count": 80,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "messages_3 = prompt.format_messages(text=all_move[2], topic_list=\", \".join(topic_list),\n",
    "                                format_instructions=format_instructions)\n",
    "response_3 = chat(messages_3)\n",
    "response_3_text = check_end_backticks(response_3.content)\n",
    "output_dict_3 = output_parser.parse(response_3_text)\n",
    "output_dict_3"
   ]
  },
  {
   "attachments": {},
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "check performance on non-english conversations"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 82,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/html": [
       "<div>\n",
       "<style scoped>\n",
       "    .dataframe tbody tr th:only-of-type {\n",
       "        vertical-align: middle;\n",
       "    }\n",
       "\n",
       "    .dataframe tbody tr th {\n",
       "        vertical-align: top;\n",
       "    }\n",
       "\n",
       "    .dataframe thead th {\n",
       "        text-align: right;\n",
       "    }\n",
       "</style>\n",
       "<table border=\"1\" class=\"dataframe\">\n",
       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>TEXT_CUSTOMER_FULL</th>\n",
       "      <th>TEXT_AGENT_FULL</th>\n",
       "      <th>TEXT_ALL</th>\n",
       "      <th>RECEIVING_SKILL</th>\n",
       "      <th>CTN</th>\n",
       "      <th>CUSTOMER_ID</th>\n",
       "      <th>SPEECH_ID_VERINT</th>\n",
       "      <th>CONVERSATION_DATE</th>\n",
       "      <th>Year</th>\n",
       "      <th>Month</th>\n",
       "      <th>CONNECTION_ID</th>\n",
       "      <th>CLEAN_TEXT_CUSTOMER</th>\n",
       "      <th>CLEAN_TEXT_AGENT</th>\n",
       "      <th>COMPETITOR_MENTION</th>\n",
       "      <th>ROGERS_FIDO_MENTION</th>\n",
       "      <th>clean_text_rmstop</th>\n",
       "      <th>lda_inference_result</th>\n",
       "      <th>top_topic</th>\n",
       "      <th>top_topic_prob</th>\n",
       "      <th>2nd_topic</th>\n",
       "      <th>2nd_topic_prob</th>\n",
       "      <th>3rd_topic</th>\n",
       "      <th>3rd_topic_prob</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>ET LINE PARCE QUE, OUI OUI OUI C' EST POUR EUH, ON ME DIT D' APPELER UNE FOIS PAR ANNÉE AU MOIS DE MARS C' EST TOUT CE QUI APPELLE, CODE POSTAL C' EST ÇA EN ICI M QUATRE, R GOSSELIN CINQUANTE QUATRE R G AI D'ACCORD, NON C' EST LE MÊME, PARCE QUE LE MOIS DE MARS ON L' A DÉJÀ PAYÉ, EN PARCE QUE MOI J' AVAIS QUE J' AI PARLÉ AU DÉBUT JANVIER EN EFFET IL Y AVAIT UN CHANGEMENT, MON MARI POUR LE P N DE ON AVANT LE B QUELQUE CHOSE, OUI EN VEUT PAS RIEN CHANGÉ,  DEUX HUIT, BYE OUI, OUI MAIS ÇA ÇA COMPREND PAS, PAS EUH SOIXANTE TREIZE, BEN MOI JE VEUX QUE ÇA COMPREND, DE BON, OK, FORMATION C' EST CORRECT, C' EST MILLE TROIS CENTS, LE DERNIER MOIS, DÉCEMBRE MAINTENANT C' EST TOUJOURS, OK MOI J' AI DÉCEMBRE DES FACE À CE MOMENT QUATORZE QUATRE-VINGT ONZE GRAVE LÀ, OK SOIXANTE OK FAIT QUE LÀ LE À PARTIR DE SIX MOIS D' AVRIL ÇA VA ÊTRE TOUT LE TEMPS POUR UN LIEN DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE, OK MAIS LÀ IL Y A C' EST DÉJÀ PAYÉ POUR LE MOIS D' AVRIL C' EST ÇA,  QUATRE-VINGT TROIS ET TRENTE SIX ÇA C' EST POUR UN MOIS À ELLE, OK,  CENT QUATRE-VINGT DOUZE SOIXANTE CINQ MAIS POUR LA DIFFÉRENCE MOI, EUH AU MOIS DE MAI AU MOINS CENT QUATRE-VINGT TROIS ET TRENTE SIX, OK SI J' APPELLE COMME AUJOURD'HUI LÀ Y' A PAS DE Y A PAS DE PROBLÈME VOUS ALLEZ, PAR LA DIFFÉRENCE C' EST ÇA, EXCUSEZ MOI J' AI APPELÉ AU MOIS DE JANVIER PUIS ON M' A DIT J' AVAIS APPELÉ TOUT AUTO, AU MOIS DE JANVIER PARCE QUE DANS L' INTERNET EN ON LUI LA FACTURE IL Y AVAIT UNE NOTE DU FAIT QUE LÀ C' EST C' EST MOI J' AI TÉLÉPHONÉ L' ENLEVER PUIS ON M' A DIT QUE QU' ON A JE RAPPELLE AU MOIS DE MARS J' APPELLE POUR RIEN DE TROP TÔT, CE QUE JE RAPPELLE, OK FAIT QUE SI J' APPELLE CINQ JANVIER DÉBUT FÉVRIER ÇA DEVRAIT ÊTRE BON, EUH, OK EUH MON DOSSIER LA NOTE COMME QUOI J' AVAIS APPELÉ OU, ALORS JE VOUS REMERCIE BEAUCOUP, BYE-BYE</td>\n",
       "      <td>ROGERS VOUS AVEZ REJOINT LE MONTANT EST-CE QUE JE PEUX AVOIR VOTRE NOM S' IL VOUS PLAÎT, EXCELLENT MERCI OK ATTENDS POUR ME REJOINDRE RENDU MADAME LAISSE MOI JUSTE À QUE TOUT VA BIEN, PARFAIT BEN VOUS AVEZ DÉFINITIVEMENT POUR LE LA BONNE PERSONNE POUR ÇA, DE DEMANDER LE CODE POSTAL AU COMPTE JUSTE POUR ÇA MONSIEUR QUE J' AI LE BON COMPTE, ET LE COURRIEL S' IL VOUS PLAÎT, PUIS VOUS VOTRE NOM C' EST HÉLÈNE C' EST ÇA, PUIS VOUS MADAME VERSEMENT EST-CE QUE VOUS AVEZ VOTRE PROPRE COURRIEL OU C' EST LE MÊME, OK PARFAIT, JUSTE OUVRIR LA DERNIÈRE, ALORS JE VAIS JUSTE DONNER UN PETIT APERÇU ALORS LE MOIS PASSÉ LE VINGT QUATRE JANVIER ON A EU UNE AUGMENTATION, CHAQUE PRODUIT MAIS MOI J' AI EU LA MÊME AUGMENTATION ALORS ÇA PASSÉ DE MAIS VOUS L' AVEZ PRIS LA CE MONTANT, LAISSEZ MOI JUSTE OUVRIR LE COMPTE PATIENTEZ AVEC MOI QUELQUES, MANQUE VOTRE CE QUE VOUS AVEZ EST-CE QUE VOUS ÊTES CONTENTS EST-CE QUE VOUS AVEZ, C' EST LA VOTRE DERNIÈRE FACTURE ÉTAIT DE TROIS CENT SIX ET CENT ONZE SOUS, AIR À DEUX CENT TREIZE ET CINQUANTE CINQ SOUS, DE CENTRE ELLE, ET CINQUANTE CINQ SOUS TAXES COMPRIS, ÇA ÇA COMPREND LE TÉLÉPHONE EUH ÇA ÇA COMPREND LE INTERNET ET LA TÉLÉVISION, C' EST ÇA SERAIT DEUX CENT TREIZE ET CINQUANTE CINQ PLUS QUATRE-VINGT DIX ET QUARANTE TROIS CENT TROIS ET QUATRE-VINGT QUINZE, JUSTE UN INSTANT, ALORS DEUX CENT DEUX ET VINGT CINQ, INDICE ET QUARANTE DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE ET CINQ SOUS, OUI DEUX CENT QUATRE-VINGT SEIZE ET QUARANTE HUIT, ON PEUT-ÊTRE JE M' EXCUSE MOI JE GARDE A AU BILL EUH CELUI LÀ DU MOIS PASSÉ JE M' EXCUSE, OUI MOI JE LE FAIS EN DATE D' AUJOURD'HUI, C' EST ÇA FAIT CE QUI VA SE ARRIVÉ DONNEZ MOI JUSTE UN MOMENT, PUIS PAR LA SUITE ÇA SERA DEUX CENT VINGT DEUX CENT DEUX ET VINGT, C' EST ÇA PUIS ÇA C' EST, VIGUEUR JUSQU' AU PREMIER MARS, OUI MAIS MOI CE QUE JE DEMANDE À MES CLIENTS HABITUELLEMENT C' EST D' APPELER AU MOINS UN MOIS À L' AVANCE COMME SI LA FINIT À LA FIN DE PREMIER MARCHE APPELERAIS COMME SAINT C' EST FIN JANVIER DÉBUT FÉVRIER, NON J' APPELLE, JAMAIS CLIENT, QUAND MÊME PLUTÔT QUE TARD, PAS AVOIR DE SURPRISE, C' EST BIEN, ALORS MOI J' AI, AUTRE CHOSE QUE JE PEUX VOUS ASSISTER AVEC AUJOURD'HUI, PLAISIR ABSOLUMENT MIEN MERCI D' AVOIR CHOISI ROGERS ET SURTOUT BONNE SANTÉ À VOUS ET VOTRE FAMILLE</td>\n",
       "      <td>ROGERS VOUS AVEZ REJOINT LE MONTANT EST-CE QUE JE PEUX AVOIR VOTRE NOM S' IL VOUS PLAÎT, ET LINE PARCE QUE, EXCELLENT MERCI OK ATTENDS POUR ME REJOINDRE RENDU MADAME LAISSE MOI JUSTE À QUE TOUT VA BIEN, OUI OUI OUI C' EST POUR EUH, MATION, ON ME DIT D' APPELER UNE FOIS PAR ANNÉE AU MOIS DE MARS C' EST TOUT CE QUI APPELLE, PARFAIT BEN VOUS AVEZ DÉFINITIVEMENT POUR LE LA BONNE PERSONNE POUR ÇA, QUE, DE DEMANDER LE CODE POSTAL AU COMPTE JUSTE POUR ÇA MONSIEUR QUE J' AI LE BON COMPTE, CODE POSTAL C' EST ÇA EN ICI M QUATRE, ET LE COURRIEL S' IL VOUS PLAÎT, R GOSSELIN CINQUANTE QUATRE R G AI D'ACCORD, PUIS VOUS VOTRE NOM C' EST HÉLÈNE C' EST ÇA, PUIS VOUS MADAME VERSEMENT EST-CE QUE VOUS AVEZ VOTRE PROPRE COURRIEL OU C' EST LE MÊME, NON C' EST LE MÊME, OK PARFAIT, JUSTE OUVRIR LA DERNIÈRE, PARCE QUE LE MOIS DE MARS ON L' A DÉJÀ PAYÉ, ALORS JE VAIS JUSTE DONNER UN PETIT APERÇU ALORS LE MOIS PASSÉ LE VINGT QUATRE JANVIER ON A EU UNE AUGMENTATION, SUR, CHAQUE PRODUIT MAIS MOI J' AI EU LA MÊME AUGMENTATION ALORS ÇA PASSÉ DE MAIS VOUS L' AVEZ PRIS LA CE MONTANT, EN PARCE QUE MOI J' AVAIS QUE J' AI PARLÉ AU DÉBUT JANVIER EN EFFET IL Y AVAIT UN CHANGEMENT, MON MARI POUR LE P N DE ON AVANT LE B QUELQUE CHOSE, LAISSEZ MOI JUSTE OUVRIR LE COMPTE PATIENTEZ AVEC MOI QUELQUES, MANQUE VOTRE CE QUE VOUS AVEZ EST-CE QUE VOUS ÊTES CONTENTS EST-CE QUE VOUS AVEZ, OUI EN VEUT PAS RIEN CHANGÉ, C' EST LA VOTRE DERNIÈRE FACTURE ÉTAIT DE TROIS CENT SIX ET CENT ONZE SOUS, AIR À DEUX CENT TREIZE ET CINQUANTE CINQ SOUS,  DEUX HUIT, DE CENTRE ELLE, BYE OUI, ET CINQUANTE CINQ SOUS TAXES COMPRIS, OUI MAIS ÇA ÇA COMPREND PAS, PAS EUH SOIXANTE TREIZE, ÇA ÇA COMPREND LE TÉLÉPHONE EUH ÇA ÇA COMPREND LE INTERNET ET LA TÉLÉVISION, BEN MOI JE VEUX QUE ÇA COMPREND, C' EST ÇA SERAIT DEUX CENT TREIZE ET CINQUANTE CINQ PLUS QUATRE-VINGT DIX ET QUARANTE TROIS CENT TROIS ET QUATRE-VINGT QUINZE, AH OUI, DE BON, MOI, JUSTE UN INSTANT, ALORS DEUX CENT DEUX ET VINGT CINQ, QUATRE-VINGTS, INDICE ET QUARANTE DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE ET CINQ SOUS, LE VINGT DEUX, OK, FORMATION C' EST CORRECT, C' EST MILLE TROIS CENTS, LE DERNIER MOIS, DÉCEMBRE MAINTENANT C' EST TOUJOURS, OUI DEUX CENT QUATRE-VINGT SEIZE ET QUARANTE HUIT, OK MOI J' AI DÉCEMBRE DES FACE À CE MOMENT QUATORZE QUATRE-VINGT ONZE GRAVE LÀ, DÉCEMBRE, ON PEUT-ÊTRE JE M' EXCUSE MOI JE GARDE A AU BILL EUH CELUI LÀ DU MOIS PASSÉ JE M' EXCUSE, OK SOIXANTE OK FAIT QUE LÀ LE À PARTIR DE SIX MOIS D' AVRIL ÇA VA ÊTRE TOUT LE TEMPS POUR UN LIEN DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE, OUI MOI JE LE FAIS EN DATE D' AUJOURD'HUI, OK MAIS LÀ IL Y A C' EST DÉJÀ PAYÉ POUR LE MOIS D' AVRIL C' EST ÇA, C' EST ÇA FAIT CE QUI VA SE ARRIVÉ DONNEZ MOI JUSTE UN MOMENT, OK,  QUATRE-VINGT TROIS ET TRENTE SIX ÇA C' EST POUR UN MOIS À ELLE, PUIS PAR LA SUITE ÇA SERA DEUX CENT VINGT DEUX CENT DEUX ET VINGT, OK,  CENT QUATRE-VINGT DOUZE SOIXANTE CINQ MAIS POUR LA DIFFÉRENCE MOI, EUH AU MOIS DE MAI AU MOINS CENT QUATRE-VINGT TROIS ET TRENTE SIX, C' EST ÇA PUIS ÇA C' EST, AH OK, VIGUEUR JUSQU' AU PREMIER MARS, OK SI J' APPELLE COMME AUJOURD'HUI LÀ Y' A PAS DE Y A PAS DE PROBLÈME VOUS ALLEZ, PAR LA DIFFÉRENCE C' EST ÇA, OUI MAIS MOI CE QUE JE DEMANDE À MES CLIENTS HABITUELLEMENT C' EST D' APPELER AU MOINS UN MOIS À L' AVANCE COMME SI LA FINIT À LA FIN DE PREMIER MARCHE APPELERAIS COMME SAINT C' EST FIN JANVIER DÉBUT FÉVRIER, EXCUSEZ MOI J' AI APPELÉ AU MOIS DE JANVIER PUIS ON M' A DIT J' AVAIS APPELÉ TOUT AUTO, NON J' APPELLE, JAMAIS CLIENT, ÇA J' AI FAIT, AU MOIS DE JANVIER PARCE QUE DANS L' INTERNET EN ON LUI LA FACTURE IL Y AVAIT UNE NOTE DU FAIT QUE LÀ C' EST C' EST MOI J' AI TÉLÉPHONÉ L' ENLEVER PUIS ON M' A DIT QUE QU' ON A JE RAPPELLE AU MOIS DE MARS J' APPELLE POUR RIEN DE TROP TÔT, CE QUE JE RAPPELLE, QUAND MÊME PLUTÔT QUE TARD, VOUS RASSURE, PAS AVOIR DE SURPRISE, OK FAIT QUE SI J' APPELLE CINQ JANVIER DÉBUT FÉVRIER ÇA DEVRAIT ÊTRE BON, C' EST BIEN, EUH, VOL TOUT, OK EUH MON DOSSIER LA NOTE COMME QUOI J' AVAIS APPELÉ OU, JANVIER, NON UN PETIT, ALORS MOI J' AI, NOTE AU COMPTE, AUTRE CHOSE QUE JE PEUX VOUS ASSISTER AVEC AUJOURD'HUI, ALORS JE VOUS REMERCIE BEAUCOUP, PLAISIR ABSOLUMENT MIEN MERCI D' AVOIR CHOISI ROGERS ET SURTOUT BONNE SANTÉ À VOUS ET VOTRE FAMILLE, BONJOUR EMAIL, BYE-BYE</td>\n",
       "      <td>ROG_FR_VO_CXCARE_ONBCNCRG_IPTV</td>\n",
       "      <td>K2~5a6RO6CIDJY1seHLnhoXBA==</td>\n",
       "      <td>K1~EEz47zXFdZvradCqiqxFYg==</td>\n",
       "      <td>504058077063606</td>\n",
       "      <td>2022-03-02</td>\n",
       "      <td>2022</td>\n",
       "      <td>3</td>\n",
       "      <td>012003309075a64b</td>\n",
       "      <td>line appeler anne appelle code postal gosselin daccord dj pay parl janvier changement mari choose veut pa chang comprend pa pa ben veux comprend formation dcembre dcembre face moment grave partir avril temp lien dj pay avril diffrence mai appelle pa pa problme allez diffrence excusez appel janvier appel auto janvier internet facture note tlphon enlever rappelle appelle tt rappelle appelle janvier fvrier dossier note appel remercie byebye</td>\n",
       "      <td>rogers rejoint montant estce nom plat excellent attend rejoindre rendu madame laisse parfait ben dfinitivement bonne demander code postal compte monsieur compte courriel plat nom hlne madame versement estce propre courriel parfait ouvrir dernire donner petit aperu janvier augmentation produit augmentation pris montant laissez ouvrir compte patientez manque estce content estce dernire facture air centre tax comprend tlphone comprend internet tlvision instant indice peuttre excuse garde bill excuse date arriv donnez moment suite vigueur demande client habituellement appeler avance finit fin marche appelerais saint fin janvier fvrier appelle jamais client tard pa surprise choose assister plaisir choisi rogers bonne sant famille</td>\n",
       "      <td>NaN</td>\n",
       "      <td>NaN</td>\n",
       "      <td>line appeler anne appelle code postal gosselin daccord dj pay parl janvier changement mari choose veut pa chang comprend pa pa ben veux comprend formation dcembre dcembre face moment grave partir avril temp lien dj pay avril diffrence mai appelle pa pa problme allez diffrence excusez appel janvier appel auto janvier internet facture note tlphon enlever rappelle appelle tt rappelle appelle janvier fvrier dossier note appel remercie byebye</td>\n",
       "      <td>[0.0004891021317856513,0.0004096373504645212,0.00010949617106123826,0.008103691989181832,0.00023425308588703581,0.07400975720807476,0.0013820194764967413,0.00007040208002634266,0.0007322707169058563,0.0009711350887380603,0.0010621893198562856,0.00008951933090572319,0.9073756515471404,0.000060288084864664364,0.00444717575609658,0.00028764972161799627,0.00016576094089639596]</td>\n",
       "      <td>SIM Inquiry</td>\n",
       "      <td>0.907376</td>\n",
       "      <td>Credit Related</td>\n",
       "      <td>0.07401</td>\n",
       "      <td>Internet Issues</td>\n",
       "      <td>0.008104</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "</div>"
      ],
      "text/plain": [
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       "0  ET LINE PARCE QUE, OUI OUI OUI C' EST POUR EUH, ON ME DIT D' APPELER UNE FOIS PAR ANNÉE AU MOIS DE MARS C' EST TOUT CE QUI APPELLE, CODE POSTAL C' EST ÇA EN ICI M QUATRE, R GOSSELIN CINQUANTE QUATRE R G AI D'ACCORD, NON C' EST LE MÊME, PARCE QUE LE MOIS DE MARS ON L' A DÉJÀ PAYÉ, EN PARCE QUE MOI J' AVAIS QUE J' AI PARLÉ AU DÉBUT JANVIER EN EFFET IL Y AVAIT UN CHANGEMENT, MON MARI POUR LE P N DE ON AVANT LE B QUELQUE CHOSE, OUI EN VEUT PAS RIEN CHANGÉ,  DEUX HUIT, BYE OUI, OUI MAIS ÇA ÇA COMPREND PAS, PAS EUH SOIXANTE TREIZE, BEN MOI JE VEUX QUE ÇA COMPREND, DE BON, OK, FORMATION C' EST CORRECT, C' EST MILLE TROIS CENTS, LE DERNIER MOIS, DÉCEMBRE MAINTENANT C' EST TOUJOURS, OK MOI J' AI DÉCEMBRE DES FACE À CE MOMENT QUATORZE QUATRE-VINGT ONZE GRAVE LÀ, OK SOIXANTE OK FAIT QUE LÀ LE À PARTIR DE SIX MOIS D' AVRIL ÇA VA ÊTRE TOUT LE TEMPS POUR UN LIEN DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE, OK MAIS LÀ IL Y A C' EST DÉJÀ PAYÉ POUR LE MOIS D' AVRIL C' EST ÇA,  QUATRE-VINGT TROIS ET TRENTE SIX ÇA C' EST POUR UN MOIS À ELLE, OK,  CENT QUATRE-VINGT DOUZE SOIXANTE CINQ MAIS POUR LA DIFFÉRENCE MOI, EUH AU MOIS DE MAI AU MOINS CENT QUATRE-VINGT TROIS ET TRENTE SIX, OK SI J' APPELLE COMME AUJOURD'HUI LÀ Y' A PAS DE Y A PAS DE PROBLÈME VOUS ALLEZ, PAR LA DIFFÉRENCE C' EST ÇA, EXCUSEZ MOI J' AI APPELÉ AU MOIS DE JANVIER PUIS ON M' A DIT J' AVAIS APPELÉ TOUT AUTO, AU MOIS DE JANVIER PARCE QUE DANS L' INTERNET EN ON LUI LA FACTURE IL Y AVAIT UNE NOTE DU FAIT QUE LÀ C' EST C' EST MOI J' AI TÉLÉPHONÉ L' ENLEVER PUIS ON M' A DIT QUE QU' ON A JE RAPPELLE AU MOIS DE MARS J' APPELLE POUR RIEN DE TROP TÔT, CE QUE JE RAPPELLE, OK FAIT QUE SI J' APPELLE CINQ JANVIER DÉBUT FÉVRIER ÇA DEVRAIT ÊTRE BON, EUH, OK EUH MON DOSSIER LA NOTE COMME QUOI J' AVAIS APPELÉ OU, ALORS JE VOUS REMERCIE BEAUCOUP, BYE-BYE   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    TEXT_AGENT_FULL  \\\n",
       "0  ROGERS VOUS AVEZ REJOINT LE MONTANT EST-CE QUE JE PEUX AVOIR VOTRE NOM S' IL VOUS PLAÎT, EXCELLENT MERCI OK ATTENDS POUR ME REJOINDRE RENDU MADAME LAISSE MOI JUSTE À QUE TOUT VA BIEN, PARFAIT BEN VOUS AVEZ DÉFINITIVEMENT POUR LE LA BONNE PERSONNE POUR ÇA, DE DEMANDER LE CODE POSTAL AU COMPTE JUSTE POUR ÇA MONSIEUR QUE J' AI LE BON COMPTE, ET LE COURRIEL S' IL VOUS PLAÎT, PUIS VOUS VOTRE NOM C' EST HÉLÈNE C' EST ÇA, PUIS VOUS MADAME VERSEMENT EST-CE QUE VOUS AVEZ VOTRE PROPRE COURRIEL OU C' EST LE MÊME, OK PARFAIT, JUSTE OUVRIR LA DERNIÈRE, ALORS JE VAIS JUSTE DONNER UN PETIT APERÇU ALORS LE MOIS PASSÉ LE VINGT QUATRE JANVIER ON A EU UNE AUGMENTATION, CHAQUE PRODUIT MAIS MOI J' AI EU LA MÊME AUGMENTATION ALORS ÇA PASSÉ DE MAIS VOUS L' AVEZ PRIS LA CE MONTANT, LAISSEZ MOI JUSTE OUVRIR LE COMPTE PATIENTEZ AVEC MOI QUELQUES, MANQUE VOTRE CE QUE VOUS AVEZ EST-CE QUE VOUS ÊTES CONTENTS EST-CE QUE VOUS AVEZ, C' EST LA VOTRE DERNIÈRE FACTURE ÉTAIT DE TROIS CENT SIX ET CENT ONZE SOUS, AIR À DEUX CENT TREIZE ET CINQUANTE CINQ SOUS, DE CENTRE ELLE, ET CINQUANTE CINQ SOUS TAXES COMPRIS, ÇA ÇA COMPREND LE TÉLÉPHONE EUH ÇA ÇA COMPREND LE INTERNET ET LA TÉLÉVISION, C' EST ÇA SERAIT DEUX CENT TREIZE ET CINQUANTE CINQ PLUS QUATRE-VINGT DIX ET QUARANTE TROIS CENT TROIS ET QUATRE-VINGT QUINZE, JUSTE UN INSTANT, ALORS DEUX CENT DEUX ET VINGT CINQ, INDICE ET QUARANTE DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE ET CINQ SOUS, OUI DEUX CENT QUATRE-VINGT SEIZE ET QUARANTE HUIT, ON PEUT-ÊTRE JE M' EXCUSE MOI JE GARDE A AU BILL EUH CELUI LÀ DU MOIS PASSÉ JE M' EXCUSE, OUI MOI JE LE FAIS EN DATE D' AUJOURD'HUI, C' EST ÇA FAIT CE QUI VA SE ARRIVÉ DONNEZ MOI JUSTE UN MOMENT, PUIS PAR LA SUITE ÇA SERA DEUX CENT VINGT DEUX CENT DEUX ET VINGT, C' EST ÇA PUIS ÇA C' EST, VIGUEUR JUSQU' AU PREMIER MARS, OUI MAIS MOI CE QUE JE DEMANDE À MES CLIENTS HABITUELLEMENT C' EST D' APPELER AU MOINS UN MOIS À L' AVANCE COMME SI LA FINIT À LA FIN DE PREMIER MARCHE APPELERAIS COMME SAINT C' EST FIN JANVIER DÉBUT FÉVRIER, NON J' APPELLE, JAMAIS CLIENT, QUAND MÊME PLUTÔT QUE TARD, PAS AVOIR DE SURPRISE, C' EST BIEN, ALORS MOI J' AI, AUTRE CHOSE QUE JE PEUX VOUS ASSISTER AVEC AUJOURD'HUI, PLAISIR ABSOLUMENT MIEN MERCI D' AVOIR CHOISI ROGERS ET SURTOUT BONNE SANTÉ À VOUS ET VOTRE FAMILLE   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              TEXT_ALL  \\\n",
       "0  ROGERS VOUS AVEZ REJOINT LE MONTANT EST-CE QUE JE PEUX AVOIR VOTRE NOM S' IL VOUS PLAÎT, ET LINE PARCE QUE, EXCELLENT MERCI OK ATTENDS POUR ME REJOINDRE RENDU MADAME LAISSE MOI JUSTE À QUE TOUT VA BIEN, OUI OUI OUI C' EST POUR EUH, MATION, ON ME DIT D' APPELER UNE FOIS PAR ANNÉE AU MOIS DE MARS C' EST TOUT CE QUI APPELLE, PARFAIT BEN VOUS AVEZ DÉFINITIVEMENT POUR LE LA BONNE PERSONNE POUR ÇA, QUE, DE DEMANDER LE CODE POSTAL AU COMPTE JUSTE POUR ÇA MONSIEUR QUE J' AI LE BON COMPTE, CODE POSTAL C' EST ÇA EN ICI M QUATRE, ET LE COURRIEL S' IL VOUS PLAÎT, R GOSSELIN CINQUANTE QUATRE R G AI D'ACCORD, PUIS VOUS VOTRE NOM C' EST HÉLÈNE C' EST ÇA, PUIS VOUS MADAME VERSEMENT EST-CE QUE VOUS AVEZ VOTRE PROPRE COURRIEL OU C' EST LE MÊME, NON C' EST LE MÊME, OK PARFAIT, JUSTE OUVRIR LA DERNIÈRE, PARCE QUE LE MOIS DE MARS ON L' A DÉJÀ PAYÉ, ALORS JE VAIS JUSTE DONNER UN PETIT APERÇU ALORS LE MOIS PASSÉ LE VINGT QUATRE JANVIER ON A EU UNE AUGMENTATION, SUR, CHAQUE PRODUIT MAIS MOI J' AI EU LA MÊME AUGMENTATION ALORS ÇA PASSÉ DE MAIS VOUS L' AVEZ PRIS LA CE MONTANT, EN PARCE QUE MOI J' AVAIS QUE J' AI PARLÉ AU DÉBUT JANVIER EN EFFET IL Y AVAIT UN CHANGEMENT, MON MARI POUR LE P N DE ON AVANT LE B QUELQUE CHOSE, LAISSEZ MOI JUSTE OUVRIR LE COMPTE PATIENTEZ AVEC MOI QUELQUES, MANQUE VOTRE CE QUE VOUS AVEZ EST-CE QUE VOUS ÊTES CONTENTS EST-CE QUE VOUS AVEZ, OUI EN VEUT PAS RIEN CHANGÉ, C' EST LA VOTRE DERNIÈRE FACTURE ÉTAIT DE TROIS CENT SIX ET CENT ONZE SOUS, AIR À DEUX CENT TREIZE ET CINQUANTE CINQ SOUS,  DEUX HUIT, DE CENTRE ELLE, BYE OUI, ET CINQUANTE CINQ SOUS TAXES COMPRIS, OUI MAIS ÇA ÇA COMPREND PAS, PAS EUH SOIXANTE TREIZE, ÇA ÇA COMPREND LE TÉLÉPHONE EUH ÇA ÇA COMPREND LE INTERNET ET LA TÉLÉVISION, BEN MOI JE VEUX QUE ÇA COMPREND, C' EST ÇA SERAIT DEUX CENT TREIZE ET CINQUANTE CINQ PLUS QUATRE-VINGT DIX ET QUARANTE TROIS CENT TROIS ET QUATRE-VINGT QUINZE, AH OUI, DE BON, MOI, JUSTE UN INSTANT, ALORS DEUX CENT DEUX ET VINGT CINQ, QUATRE-VINGTS, INDICE ET QUARANTE DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE ET CINQ SOUS, LE VINGT DEUX, OK, FORMATION C' EST CORRECT, C' EST MILLE TROIS CENTS, LE DERNIER MOIS, DÉCEMBRE MAINTENANT C' EST TOUJOURS, OUI DEUX CENT QUATRE-VINGT SEIZE ET QUARANTE HUIT, OK MOI J' AI DÉCEMBRE DES FACE À CE MOMENT QUATORZE QUATRE-VINGT ONZE GRAVE LÀ, DÉCEMBRE, ON PEUT-ÊTRE JE M' EXCUSE MOI JE GARDE A AU BILL EUH CELUI LÀ DU MOIS PASSÉ JE M' EXCUSE, OK SOIXANTE OK FAIT QUE LÀ LE À PARTIR DE SIX MOIS D' AVRIL ÇA VA ÊTRE TOUT LE TEMPS POUR UN LIEN DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE, OUI MOI JE LE FAIS EN DATE D' AUJOURD'HUI, OK MAIS LÀ IL Y A C' EST DÉJÀ PAYÉ POUR LE MOIS D' AVRIL C' EST ÇA, C' EST ÇA FAIT CE QUI VA SE ARRIVÉ DONNEZ MOI JUSTE UN MOMENT, OK,  QUATRE-VINGT TROIS ET TRENTE SIX ÇA C' EST POUR UN MOIS À ELLE, PUIS PAR LA SUITE ÇA SERA DEUX CENT VINGT DEUX CENT DEUX ET VINGT, OK,  CENT QUATRE-VINGT DOUZE SOIXANTE CINQ MAIS POUR LA DIFFÉRENCE MOI, EUH AU MOIS DE MAI AU MOINS CENT QUATRE-VINGT TROIS ET TRENTE SIX, C' EST ÇA PUIS ÇA C' EST, AH OK, VIGUEUR JUSQU' AU PREMIER MARS, OK SI J' APPELLE COMME AUJOURD'HUI LÀ Y' A PAS DE Y A PAS DE PROBLÈME VOUS ALLEZ, PAR LA DIFFÉRENCE C' EST ÇA, OUI MAIS MOI CE QUE JE DEMANDE À MES CLIENTS HABITUELLEMENT C' EST D' APPELER AU MOINS UN MOIS À L' AVANCE COMME SI LA FINIT À LA FIN DE PREMIER MARCHE APPELERAIS COMME SAINT C' EST FIN JANVIER DÉBUT FÉVRIER, EXCUSEZ MOI J' AI APPELÉ AU MOIS DE JANVIER PUIS ON M' A DIT J' AVAIS APPELÉ TOUT AUTO, NON J' APPELLE, JAMAIS CLIENT, ÇA J' AI FAIT, AU MOIS DE JANVIER PARCE QUE DANS L' INTERNET EN ON LUI LA FACTURE IL Y AVAIT UNE NOTE DU FAIT QUE LÀ C' EST C' EST MOI J' AI TÉLÉPHONÉ L' ENLEVER PUIS ON M' A DIT QUE QU' ON A JE RAPPELLE AU MOIS DE MARS J' APPELLE POUR RIEN DE TROP TÔT, CE QUE JE RAPPELLE, QUAND MÊME PLUTÔT QUE TARD, VOUS RASSURE, PAS AVOIR DE SURPRISE, OK FAIT QUE SI J' APPELLE CINQ JANVIER DÉBUT FÉVRIER ÇA DEVRAIT ÊTRE BON, C' EST BIEN, EUH, VOL TOUT, OK EUH MON DOSSIER LA NOTE COMME QUOI J' AVAIS APPELÉ OU, JANVIER, NON UN PETIT, ALORS MOI J' AI, NOTE AU COMPTE, AUTRE CHOSE QUE JE PEUX VOUS ASSISTER AVEC AUJOURD'HUI, ALORS JE VOUS REMERCIE BEAUCOUP, PLAISIR ABSOLUMENT MIEN MERCI D' AVOIR CHOISI ROGERS ET SURTOUT BONNE SANTÉ À VOUS ET VOTRE FAMILLE, BONJOUR EMAIL, BYE-BYE   \n",
       "\n",
       "                  RECEIVING_SKILL                          CTN  \\\n",
       "0  ROG_FR_VO_CXCARE_ONBCNCRG_IPTV  K2~5a6RO6CIDJY1seHLnhoXBA==   \n",
       "\n",
       "                   CUSTOMER_ID  SPEECH_ID_VERINT CONVERSATION_DATE  Year  \\\n",
       "0  K1~EEz47zXFdZvradCqiqxFYg==   504058077063606        2022-03-02  2022   \n",
       "\n",
       "   Month     CONNECTION_ID  \\\n",
       "0      3  012003309075a64b   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                         CLEAN_TEXT_CUSTOMER  \\\n",
       "0  line appeler anne appelle code postal gosselin daccord dj pay parl janvier changement mari choose veut pa chang comprend pa pa ben veux comprend formation dcembre dcembre face moment grave partir avril temp lien dj pay avril diffrence mai appelle pa pa problme allez diffrence excusez appel janvier appel auto janvier internet facture note tlphon enlever rappelle appelle tt rappelle appelle janvier fvrier dossier note appel remercie byebye   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 CLEAN_TEXT_AGENT  \\\n",
       "0  rogers rejoint montant estce nom plat excellent attend rejoindre rendu madame laisse parfait ben dfinitivement bonne demander code postal compte monsieur compte courriel plat nom hlne madame versement estce propre courriel parfait ouvrir dernire donner petit aperu janvier augmentation produit augmentation pris montant laissez ouvrir compte patientez manque estce content estce dernire facture air centre tax comprend tlphone comprend internet tlvision instant indice peuttre excuse garde bill excuse date arriv donnez moment suite vigueur demande client habituellement appeler avance finit fin marche appelerais saint fin janvier fvrier appelle jamais client tard pa surprise choose assister plaisir choisi rogers bonne sant famille   \n",
       "\n",
       "  COMPETITOR_MENTION ROGERS_FIDO_MENTION  \\\n",
       "0                NaN                 NaN   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                                                                                           clean_text_rmstop  \\\n",
       "0  line appeler anne appelle code postal gosselin daccord dj pay parl janvier changement mari choose veut pa chang comprend pa pa ben veux comprend formation dcembre dcembre face moment grave partir avril temp lien dj pay avril diffrence mai appelle pa pa problme allez diffrence excusez appel janvier appel auto janvier internet facture note tlphon enlever rappelle appelle tt rappelle appelle janvier fvrier dossier note appel remercie byebye   \n",
       "\n",
       "                                                                                                                                                                                                                                                                                                                                                                      lda_inference_result  \\\n",
       "0  [0.0004891021317856513,0.0004096373504645212,0.00010949617106123826,0.008103691989181832,0.00023425308588703581,0.07400975720807476,0.0013820194764967413,0.00007040208002634266,0.0007322707169058563,0.0009711350887380603,0.0010621893198562856,0.00008951933090572319,0.9073756515471404,0.000060288084864664364,0.00444717575609658,0.00028764972161799627,0.00016576094089639596]   \n",
       "\n",
       "     top_topic  top_topic_prob       2nd_topic  2nd_topic_prob  \\\n",
       "0  SIM Inquiry        0.907376  Credit Related         0.07401   \n",
       "\n",
       "         3rd_topic  3rd_topic_prob  \n",
       "0  Internet Issues        0.008104  "
      ]
     },
     "execution_count": 82,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "non_en_df=pd.read_csv(\"non_english.csv\")\n",
    "non_en_df.head(1)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 83,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "\"ROGERS VOUS AVEZ REJOINT LE MONTANT EST-CE QUE JE PEUX AVOIR VOTRE NOM S' IL VOUS PLAÎT, ET LINE PARCE QUE, EXCELLENT MERCI OK ATTENDS POUR ME REJOINDRE RENDU MADAME LAISSE MOI JUSTE À QUE TOUT VA BIEN, OUI OUI OUI C' EST POUR EUH, MATION, ON ME DIT D' APPELER UNE FOIS PAR ANNÉE AU MOIS DE MARS C' EST TOUT CE QUI APPELLE, PARFAIT BEN VOUS AVEZ DÉFINITIVEMENT POUR LE LA BONNE PERSONNE POUR ÇA, QUE, DE DEMANDER LE CODE POSTAL AU COMPTE JUSTE POUR ÇA MONSIEUR QUE J' AI LE BON COMPTE, CODE POSTAL C' EST ÇA EN ICI M QUATRE, ET LE COURRIEL S' IL VOUS PLAÎT, R GOSSELIN CINQUANTE QUATRE R G AI D'ACCORD, PUIS VOUS VOTRE NOM C' EST HÉLÈNE C' EST ÇA, PUIS VOUS MADAME VERSEMENT EST-CE QUE VOUS AVEZ VOTRE PROPRE COURRIEL OU C' EST LE MÊME, NON C' EST LE MÊME, OK PARFAIT, JUSTE OUVRIR LA DERNIÈRE, PARCE QUE LE MOIS DE MARS ON L' A DÉJÀ PAYÉ, ALORS JE VAIS JUSTE DONNER UN PETIT APERÇU ALORS LE MOIS PASSÉ LE VINGT QUATRE JANVIER ON A EU UNE AUGMENTATION, SUR, CHAQUE PRODUIT MAIS MOI J' AI EU LA MÊME AUGMENTATION ALORS ÇA PASSÉ DE MAIS VOUS L' AVEZ PRIS LA CE MONTANT, EN PARCE QUE MOI J' AVAIS QUE J' AI PARLÉ AU DÉBUT JANVIER EN EFFET IL Y AVAIT UN CHANGEMENT, MON MARI POUR LE P N DE ON AVANT LE B QUELQUE CHOSE, LAISSEZ MOI JUSTE OUVRIR LE COMPTE PATIENTEZ AVEC MOI QUELQUES, MANQUE VOTRE CE QUE VOUS AVEZ EST-CE QUE VOUS ÊTES CONTENTS EST-CE QUE VOUS AVEZ, OUI EN VEUT PAS RIEN CHANGÉ, C' EST LA VOTRE DERNIÈRE FACTURE ÉTAIT DE TROIS CENT SIX ET CENT ONZE SOUS, AIR À DEUX CENT TREIZE ET CINQUANTE CINQ SOUS,  DEUX HUIT, DE CENTRE ELLE, BYE OUI, ET CINQUANTE CINQ SOUS TAXES COMPRIS, OUI MAIS ÇA ÇA COMPREND PAS, PAS EUH SOIXANTE TREIZE, ÇA ÇA COMPREND LE TÉLÉPHONE EUH ÇA ÇA COMPREND LE INTERNET ET LA TÉLÉVISION, BEN MOI JE VEUX QUE ÇA COMPREND, C' EST ÇA SERAIT DEUX CENT TREIZE ET CINQUANTE CINQ PLUS QUATRE-VINGT DIX ET QUARANTE TROIS CENT TROIS ET QUATRE-VINGT QUINZE, AH OUI, DE BON, MOI, JUSTE UN INSTANT, ALORS DEUX CENT DEUX ET VINGT CINQ, QUATRE-VINGTS, INDICE ET QUARANTE DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE ET CINQ SOUS, LE VINGT DEUX, OK, FORMATION C' EST CORRECT, C' EST MILLE TROIS CENTS, LE DERNIER MOIS, DÉCEMBRE MAINTENANT C' EST TOUJOURS, OUI DEUX CENT QUATRE-VINGT SEIZE ET QUARANTE HUIT, OK MOI J' AI DÉCEMBRE DES FACE À CE MOMENT QUATORZE QUATRE-VINGT ONZE GRAVE LÀ, DÉCEMBRE, ON PEUT-ÊTRE JE M' EXCUSE MOI JE GARDE A AU BILL EUH CELUI LÀ DU MOIS PASSÉ JE M' EXCUSE, OK SOIXANTE OK FAIT QUE LÀ LE À PARTIR DE SIX MOIS D' AVRIL ÇA VA ÊTRE TOUT LE TEMPS POUR UN LIEN DEUX CENT QUATRE-VINGT DOUZE ET SOIXANTE, OUI MOI JE LE FAIS EN DATE D' AUJOURD'HUI, OK MAIS LÀ IL Y A C' EST DÉJÀ PAYÉ POUR LE MOIS D' AVRIL C' EST ÇA, C' EST ÇA FAIT CE QUI VA SE ARRIVÉ DONNEZ MOI JUSTE UN MOMENT, OK,  QUATRE-VINGT TROIS ET TRENTE SIX ÇA C' EST POUR UN MOIS À ELLE, PUIS PAR LA SUITE ÇA SERA DEUX CENT VINGT DEUX CENT DEUX ET VINGT, OK,  CENT QUATRE-VINGT DOUZE SOIXANTE CINQ MAIS POUR LA DIFFÉRENCE MOI, EUH AU MOIS DE MAI AU MOINS CENT QUATRE-VINGT TROIS ET TRENTE SIX, C' EST ÇA PUIS ÇA C' EST, AH OK, VIGUEUR JUSQU' AU PREMIER MARS, OK SI J' APPELLE COMME AUJOURD'HUI LÀ Y' A PAS DE Y A PAS DE PROBLÈME VOUS ALLEZ, PAR LA DIFFÉRENCE C' EST ÇA, OUI MAIS MOI CE QUE JE DEMANDE À MES CLIENTS HABITUELLEMENT C' EST D' APPELER AU MOINS UN MOIS À L' AVANCE COMME SI LA FINIT À LA FIN DE PREMIER MARCHE APPELERAIS COMME SAINT C' EST FIN JANVIER DÉBUT FÉVRIER, EXCUSEZ MOI J' AI APPELÉ AU MOIS DE JANVIER PUIS ON M' A DIT J' AVAIS APPELÉ TOUT AUTO, NON J' APPELLE, JAMAIS CLIENT, ÇA J' AI FAIT, AU MOIS DE JANVIER PARCE QUE DANS L' INTERNET EN ON LUI LA FACTURE IL Y AVAIT UNE NOTE DU FAIT QUE LÀ C' EST C' EST MOI J' AI TÉLÉPHONÉ L' ENLEVER PUIS ON M' A DIT QUE QU' ON A JE RAPPELLE AU MOIS DE MARS J' APPELLE POUR RIEN DE TROP TÔT, CE QUE JE RAPPELLE, QUAND MÊME PLUTÔT QUE TARD, VOUS RASSURE, PAS AVOIR DE SURPRISE, OK FAIT QUE SI J' APPELLE CINQ JANVIER DÉBUT FÉVRIER ÇA DEVRAIT ÊTRE BON, C' EST BIEN, EUH, VOL TOUT, OK EUH MON DOSSIER LA NOTE COMME QUOI J' AVAIS APPELÉ OU, JANVIER, NON UN PETIT, ALORS MOI J' AI, NOTE AU COMPTE, AUTRE CHOSE QUE JE PEUX VOUS ASSISTER AVEC AUJOURD'HUI, ALORS JE VOUS REMERCIE BEAUCOUP, PLAISIR ABSOLUMENT MIEN MERCI D' AVOIR CHOISI ROGERS ET SURTOUT BONNE SANTÉ À VOUS ET VOTRE FAMILLE, BONJOUR EMAIL, BYE-BYE\""
      ]
     },
     "execution_count": 83,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "non_en_df[\"TEXT_ALL\"][0]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 110,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "856\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "\"Conversation: ROGERS, YOU HAVE REACHED THE AMOUNT. CAN I HAVE YOUR NAME PLEASE, AND LINE BECAUSE, EXCELLENT THANKS OK WAIT FOR ME TO JOIN YOU. MADAM, LET ME JUST MAKE SURE EVERYTHING IS FINE. YES YES YES, IT'S FOR UH, MATION. I WAS TOLD TO CALL ONCE A YEAR IN MARCH, THAT'S ALL THAT CALLS. PERFECT, WELL YOU DEFINITELY HAVE THE RIGHT PERSON FOR THAT. ASKING FOR THE POSTAL CODE FOR THE ACCOUNT JUST FOR THAT, SIR, SO THAT I HAVE THE RIGHT ACCOUNT. POSTAL CODE IS M FOUR, AND THE EMAIL PLEASE, R GOSSELIN FIFTY FOUR R G, OK I AGREE, THEN YOUR NAME IS HELENE, RIGHT? AND YOU MADAM, PAYMENT, DO YOU HAVE YOUR OWN EMAIL OR IS IT THE SAME? NO, IT'S THE SAME. OK PERFECT, JUST OPEN THE LAST ONE, BECAUSE WE ALREADY PAID FOR MARCH, SO I'LL JUST GIVE YOU A BRIEF OVERVIEW. SO LAST MONTH, ON JANUARY 24TH, WE HAD AN INCREASE, YES, EVERY PRODUCT, BUT I HAD THE SAME INCREASE, SO IT WENT FROM, BUT YOU TOOK THAT AMOUNT, BECAUSE I HAD THAT I SPOKE AT THE BEGINNING OF JANUARY, IN FACT THERE WAS A CHANGE, MY HUSBAND FOR THE P N OF ON BEFORE THE B SOMETHING, LET ME JUST OPEN THE ACCOUNT, BE PATIENT WITH ME FOR A FEW, WHAT YOU HAVE, ARE YOU HAPPY, DO YOU HAVE, YES, I DON'T WANT ANYTHING CHANGED, THAT WAS YOUR LAST BILL, THREE HUNDRED SIX AND ONE HUNDRED ELEVEN CENTS, AIR TWO HUNDRED THIRTEEN AND FIFTY FIVE CENTS, TWO EIGHT, CENTER IT, BYE YES, AND FIFTY FIVE CENTS INCLUDING TAXES, YES BUT THAT DOESN'T INCLUDE, NOT UH SEVENTY THREE, THAT INCLUDES THE PHONE UH THAT INCLUDES THE INTERNET AND THE TELEVISION, WELL I WANT THAT INCLUDED, THAT WOULD BE TWO HUNDRED THIRTEEN AND FIFTY FIVE PLUS NINETY AND FORTY THREE THREE AND EIGHTY FIVE, AH YES, OK, JUST A MOMENT, SO TWO HUNDRED TWO AND TWENTY FIVE, EIGHTY, INDEX AND FORTY TWO HUNDRED NINETY TWO AND SIXTY FIVE CENTS, THE TWENTY SECOND, OK, TRAINING THAT'S CORRECT, THAT'S THIRTEEN HUNDRED, LAST MONTH, DECEMBER, NOW IT'S STILL, YES TWO HUNDRED NINETY SIX AND FORTY EIGHT, OK I HAVE DECEMBER FROM THIS MOMENT FOURTEEN EIGHTY ELEVEN SERIOUSLY THERE, DECEMBER, MAYBE I'M SORRY I KEEP IT ON THE BILL UH THAT ONE FROM LAST MONTH I'M SORRY, OK SIXTY OK SO FROM APRIL SIXTH IT WILL BE ALL THE TIME FOR A LINK TWO HUNDRED NINETY TWO AND SIXTY, YES I'M DOING IT AS OF TODAY, OK BUT THERE IT'S ALREADY PAID FOR APRIL, RIGHT? THAT'S RIGHT, SO WHAT WILL HAPPEN GIVE ME JUST A MOMENT, OK, EIGHTY THREE AND THIRTY SIX THAT'S FOR ONE MONTH FOR HER, THEN AFTER THAT IT WILL BE TWO HUNDRED TWENTY TWO HUNDRED TWENTY, OK, ONE HUNDRED NINETY TWO SIXTY FIVE BUT FOR THE DIFFERENCE, UH IN MAY AT LEAST EIGHTY THREE AND THIRTY SIX, THAT'S RIGHT AND THAT'S, AH OK, IN EFFECT UNTIL MARCH FIRST, OK IF I CALL LIKE TODAY THERE'S NO THERE'S NO PROBLEM YOU WILL, THAT'S THE DIFFERENCE, YES BUT WHAT I USUALLY ASK MY CUSTOMERS IS TO CALL AT LEAST ONE MONTH IN ADVANCE, LIKE IF IT ENDS AT THE END OF MARCH I WOULD CALL AT THE END OF JANUARY BEGINNING OF FEBRUARY, EXCUSE ME I CALLED IN JANUARY AND I WAS TOLD I HAD CALLED TOO EARLY, NO I CALL, NEVER CUSTOMER, THAT'S WHAT I DID, IN JANUARY BECAUSE IN THE INTERNET BILL THERE WAS A NOTE THAT I HAD CALLED TO REMOVE IT AND I WAS TOLD THAT I WOULD CALL AGAIN IN MARCH I CALL FOR NOTHING TOO EARLY, WHAT I CALL, STILL RATHER THAN LATE, REASSURE YOU, NOT HAVE ANY SURPRISES, OK SO IF I CALL JANUARY FIFTH BEGINNING OF FEBRUARY IT SHOULD BE FINE, THAT'S GOOD, UH, THEFT EVERYTHING, OK UH MY FILE THE NOTE THAT I HAD CALLED OR, JANUARY, NO A LITTLE, SO I HAVE, NOTE ON THE ACCOUNT, ANYTHING ELSE I CAN ASSIST YOU WITH TODAY, WELL THANK YOU VERY MUCH, ABSOLUTELY MY PLEASURE THANK YOU FOR CHOOSING ROGERS AND ESPECIALLY GOOD HEALTH TO YOU AND YOUR FAMILY, HELLO EMAIL, BYE-BYE\""
      ]
     },
     "execution_count": 110,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "text=non_en_df[\"TEXT_ALL\"][0]\n",
    "translate_prompt = f\"\"\" \n",
    "\n",
    "    Given the conversation between a telecommunication agent and customer below, translate the conversation into English if the conversation is not in English. \\\n",
    "    Conversation: {text} \\\n",
    "   \n",
    "    \"\"\"\n",
    "transalte(translate_prompt)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 101,
   "metadata": {},
   "outputs": [
    {
     "name": "stderr",
     "output_type": "stream",
     "text": [
      "Retrying langchain.chat_models.openai.ChatOpenAI.completion_with_retry.<locals>._completion_with_retry in 1.0 seconds as it raised APIConnectionError: Error communicating with OpenAI: ('Connection aborted.', ConnectionResetError(10054, 'An existing connection was forcibly closed by the remote host', None, 10054, None)).\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "{'call_reasons_identified': 'Billing Inquiry, Plan Inquiry - Home Phone, Account Inquiry',\n",
       " 'customer_satisfaction': 'satisfied',\n",
       " 'angry_customer': 'no',\n",
       " 'call_summary': \"The customer called to inquire about the charges on their bill, specifically for the home phone plan. The agent explained the charges and provided information about the account. The customer was satisfied with the agent's solution.\"}"
      ]
     },
     "execution_count": 101,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "messages_4 = prompt.format_messages(text=non_en_df[\"TEXT_ALL\"][0], topic_list=\", \".join(topic_list),\n",
    "                                format_instructions=format_instructions)\n",
    "response_4 = chat(messages_4)\n",
    "response_4_text = check_end_backticks(response_4.content)\n",
    "output_dict_4 = output_parser.parse(response_4_text)\n",
    "output_dict_4"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 102,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "\"BONJOUR MON NOM EST YANNICK DE CHEZ ROGERS COMMENT JE PEUX VOUS AIDER, JE VAIS RECEVOIR LA FACTURE, J' AURAIS PAYÉ QUINZE MAIS JE SAIS J' AI CHANGÉ DE FORFAIT MON NOM EUH ÇA FAIT TROIS MOIS OK J' AI PLUS SUPPOSÉ DE PAYER LÀ ON A UN FORFAIT DE UN AN PUIS ÇA ME COÛTE CENT TRENTE TROIS ET QUATRE-VINGT DIX NEUF, MONSIEUR SI VOUS AVEZ, QUESTION, POUR AU FRAIS OU CHANGEMENT VOUS AVEZ FAIT LÀ, AVOIR VOTRE DOSSIER ON VA POUVOIR VOUS AIDER M' AVEZ DIT VOTRE PRÉNOM ET NOM DE FAMILLE S' IL VOUS PLAÎT, MERCI, JE VOIS QUE LE SYSTÈME VOUS AVEZ BIEN IDENTIFIER GRÂCE À LA RECONNAISSANCE VOCALE SI VOUS ÇA TOMBE VOTRE COMPTE,  CENT TREIZE DOUZE QUARANTE HUIT AUTRE,  CENT TREIZE UNE COMME ELLE, MHM, FOND VOUS AVEZ LA T V, INTERNET, TÉLÉPHONE MAISON ET TROIS SERVICES CÂBLÉ, EN FACTURE QUI A ÉTÉ PRODUITE PUIS LE, FÉVRIER AU MONTANT DE CENT QUATRE-VINGT HUIT C' EST CINQUANTE NEUF ÇA C' EST VINGT HUIT FÉVRIER LÀ SI VOUS AVEZ FAIT DES CHANGEMENTS DE PLUS LÀ ON VA ALLER VOIR, CHANGEMENT DANS LE FOND, OUAIS ÊTRE FAIT SUR VOTRE PROCHAINE FACTURE VOUS ALLEZ EFFECTIVEMENT FAIT DES CHANGEMENTS LE TROIS MARS, VOUS AVEZ PRIS UN, MHM, FORFAIT QUE J' AVAIS, OUAIS APPLIQUER UN NOUVEL ENTENTE UN NOUVEAU RAVET LE PRIX REGROUPER,  DOUZE MOIS EFFECTIVEMENT MONSIEUR LÀ C' EST SÛR QUE VU QUE LA FACTURE A ÉTÉ FAIT LE VINGT HUIT FÉVRIER OK BEN LÀ EST AU MONTANT DE CENT QUATRE-VINGT HUIT ET CINQUANTE NEUF ON VOUS A CHARGÉ DU VINGT NEUF FÉVRIER AU, ENTRE ET UN MARS, OK, BIEN DANS LE FOND CE QUE JE VOIS Y' AVAIT PAS DE VINGT NEUF FÉVRIER ON VEUT CHARGE, DÛ POUR UN MILLE,  TRENTE ET UN MARS ÇA C' EST TOUJOURS DU PREMIER AU DERNIER JOUR DE CHAQUE MOIS MAIS LA FÉVRIER ÉTAIT PLUS COURT LÀ ÇA C' EST ÇA,  VINGT HUIT, MARS CÂBLE C' EST CHANGÉ DE FORFAIT EUH AVEC EUH UN NOUVEAU TARIF LE TROIS MARS MAIS LÀ IL Y A UN CRÉDIT QUI EST EN ATTENTE MAIS IL VA ÊTRE SEULEMENT APPLIQUÉ À VOTRE PROCHAINE FACTURE, CRÉDIT, LÀ IL DE TRAIT, ALORS DEUX,  DEUX ET QUATRE-VINGT NEUF C' EST DANS LE FOND C' EST L' AJUSTEMENT DU TROIS MARS AU TRENTE ET UN MARS AU NOUVEAU ÇA ARRIVE, EN POUR À TA OK COMME UN CRÉDIT EN PARTANT VOTRE, UNE FACTURE,  UN CRÉDIT DE TRENTE DEUX QUATRE-VINGT NEUF NOUVEAU PRIX SI VOUS VOULEZ QU' ON LEUR CONFIRME CE QUE VOUS AVEZ FAIT COMME EN ATTENTE LE TROIS MARS OU JE VAIS ALLER VOIR ICI, VOIR CONFIRMER ÇA LÀ C' EST LE PRIX QU' ON VA VOUS CHARGER POUR LE MOIS QU' ON, COMPLET,  TRENTE DEUX QUATRE-VINGT NEUF LÀ SUR LA PROCHAINE JUSTE VOUS DIRE ICI ÇA SERA PAS LONG, C' EST ÇA, ON PARLE DE,  CENT TRENTE TROIS ET QUATRE-VINGT DIX NEUF AVEC LES TAXES,  CENT CINQUANTE,  NEUF C' EST LE NOUVEAU PRIX QUE VOUS AVEZ EU LE TROIS MARS, C' EST APPLIQUÉ À LA PROCHAINE FOIS, FACTURE POUR LE MOIS COMPLET DU PREMIER AVRIL AU TRENTE AVRIL M' EN PLUS, ENCORE, PARCE QUE, QUI EST EN COURS AVAIT ÉTÉ CHARGÉ PLUS CHER MAIS EN PRORATA VOUS AVEZ UN CRÉDIT DE TRENTE DEUX DOLLARS LÀ, PARTANT LÀ, DOLLARS EXCUSEZ MOI JE VAIS REVENIR ICI TRENTE DEUX ET QUATRE-VINGT,  NEUF FAUT PAREIL, OK EUH C' EST LAISSER LA FACTURE C' EST LA FACTURE VINGT HUIT FÉVRIER APPAREIL,  HUIT CINQUANTE NEUF, ON VA PRENDRE VOTRE PAIEMENT SUR VOTRE COMPTE DE, BANQUE COMME D' HABITUDE LE QUATORZE LE QUINZE SI C' EST PRÉVU, POUR LE, LE QUINZE MARS MONSIEUR MOI C' EST LE QUINZE FAIT QUE LÀ ON VA PRENDRE CENT QUATRE UN, DE CINQUANTE NEUF, ME DITES VOUS QUE EN PAR TERRE, VOUS AVEZ UN CRÉDIT DE TRENTE DEUX QUATRE-VINGT NEUF SUR VOTRE PROCHAINE, PROCHAIN CELLE LÀ, PLUS, LE FRAIS MENSUEL, DE CENT CENT, C' EST LA FIN DE VOTRE PROCHAINE FACTURE VA ÊTRE SEULEMENT JE VAIS VOUS DIRE, MOINS DE TRENTE DEUX ET QUATRE-VINGT NEUF, ÇA VA ÊTRE CENT VINGT ET UN, MAIS VINGT LÀ, PROCHAINE C' EST JUSTE POUR ÊTRE MOI, OK, C' EST JE VOUS PAS TROP MÉLANGÉ, NON NON C' EST BON C' EST LE TOUTES MES FACTURES DEVANT MOI LÀ JE COMPRENDS, C' EST ÇA ÇA C' EST RÉTROACTIF LÀ ON VOUS A CHARGÉ EN AVANCE SI VOUS AVEZ APPELÉ AVANT LE VINGT HUIT ME RAPPELER LE METTRE LE, AVANT POUR PLACE, REÇOIT AU NIVEAU PRIX, PARTIR DU TROIS, MARS QUAND VOUS ALLEZ APPELER, C' EST RÉTROACTIF, COMME VOYEZ UN CRÉDIT FOIS SEPT, PROCHAINE, RÉPOND VOTRE QUESTIONNEMENT AUJOURD'HUI, OUI AVAIT TU D' AUTRE CHOSE QUE VOUS CE QUI VOUS C' EST PAS DANS LE SOUS, BIEN J' AI PAS LE MON NOM C' EST, YANNICK, JE CONFIRME, ÇA C' EST BIEN ÇA, OK MAIS C' EST ÇA ÇA VA ÊTRE TROIS EST SUR LA PROCHAINE, VOS LA JOURNÉE, BIENVENUE MERCI PAR ROGERS DEPUIS LONGTEMPS QU' ON A PRIS C' EST C' EST ET JE VOUS SOUHAITE UN BON À MON MARI\""
      ]
     },
     "execution_count": 102,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "non_en_df[\"TEXT_ALL\"][1]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 107,
   "metadata": {},
   "outputs": [],
   "source": [
    "def num_words(prompt):\n",
    "    return len(prompt.split())\n",
    "def transalte(prompt, model=\"gpt-3.5-turbo-16k\"):\n",
    "    '''\n",
    "    prompt: 对应的提示\n",
    "    model: 调用的模型，默认为 gpt-3.5-turbo(ChatGPT)，有内测资格的用户可以选择 gpt-4\n",
    "    '''\n",
    "    print(num_words(prompt))\n",
    "    messages = [{\"role\": \"user\", \"content\": prompt}]\n",
    "    response = openai.ChatCompletion.create(\n",
    "        model=model,\n",
    "        messages=messages,\n",
    "        api_key=\"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\",\n",
    "        temperature=0 # 模型输出的温度系数，控制输出的随机程度\n",
    "    )\n",
    "    # 调用 OpenAI 的 ChatCompletion 接口\n",
    "    return response.choices[0].message[\"content\"]\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 108,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "869\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "\"Hello, my name is Yannick from Rogers. How can I assist you? I will receive the bill, I would have paid fifteen but I know I changed my plan. My name, uh, it's been three months. Okay, I'm not supposed to pay anymore. We have a one-year plan and it costs me one hundred thirty-three and ninety-nine. Sir, if you have any questions or changes you have made, please provide your first and last name, thank you. I see that the system has identified you correctly thanks to voice recognition. If you fall, your account is one hundred thirteen twelve forty-eight other, one hundred thirteen one like it, mhm, fund you have TV, internet, home phone, and three cable services. The invoice that was produced was in February for the amount of one hundred eighty-eight fifty-nine, that's twenty-eight February. If you have made any changes, we will check, changes in the fund, yeah, to be made on your next invoice. You have indeed made changes on March 3rd, you took a, mhm, plan that I had, yeah, apply a new agreement, a new rate, consolidate, twelve months, indeed, sir, since the invoice was made on February 28th, okay, well, it is for the amount of one hundred eighty-eight fifty-nine and we charged you from February 29th to March 1st, okay, well, basically what I see is that there was no February 29th, we want to charge you for a thousand, thirty-one March, that's always from the first to the last day of each month, but February was shorter, that's it, twenty-eight March, cable changed the plan with a new rate on March 3rd, but there is a credit pending, but it will only be applied to your next invoice, credit, there is a deal, so two, two and eighty-nine, that's basically the adjustment from March 3rd to March 31st at the new rate, it happens, in order to take, okay, like a credit starting from your, an invoice, a credit of thirty-two eighty-nine, new price if you want us to confirm what you have done as pending on March 3rd or I will check here, confirm that, that's the price we will charge you for the month that we, complete, thirty-two eighty-nine, that's on the next one, just to tell you here it won't take long, that's it, we're talking about one hundred thirty-three and ninety-nine with taxes, one hundred fifty-nine, that's the new price you had on March 3rd, it will be applied to the next invoice for the complete month from April 1st to April 30th, and also, because, which is ongoing, had been charged more, but prorated you have a credit of thirty-two dollars there, starting there, dollars excuse me I will come back here thirty-two and eighty-nine must be the same, okay, well, leave the invoice, it's the February 28th invoice, eight fifty-nine, we will take your payment from your bank account as usual on the fourteenth or fifteenth if it's scheduled, for the fifteenth of March, sir, for me it's the fifteenth, so there we will take one hundred forty-one fifty-nine, are you telling me that you have a credit of thirty-two eighty-nine on your next, next one, plus the monthly fee, one hundred, it's the end of your next invoice, it will only be, I will tell you, less than thirty-two eighty-nine, it will be one hundred twenty-one, but twenty there, next one is just for me, okay, that's it, I don't want to confuse you too much, no, no, it's fine, I have all my invoices in front of me, I understand, that's it, it's retroactive, we charged you in advance if you called before the twenty-eighth, remind me to put it, before to replace, receive at the price, starting from the third, March when you will call, it's retroactive, as you see a credit times seven, next, answer your question today, yes, did you have anything else that you, what you're not in the under, well, I don't have the, my name is Yannick, I confirm, that's it, okay, but that's it, it will be three on the next, your day, welcome, thank you, by Rogers for a long time that we took, that's it, and I wish you a good to my husband.\""
      ]
     },
     "execution_count": 108,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "text=non_en_df[\"TEXT_ALL\"][1]\n",
    "translate_prompt = f\"\"\" \n",
    "\n",
    "    Given the conversation between a telecommunication agent and customer below, translate the conversation into English if the conversation is not in English. \\\n",
    "    Conversation: {text} \\\n",
    "   \n",
    "    \"\"\"\n",
    "transalte(translate_prompt)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 103,
   "metadata": {},
   "outputs": [
    {
     "data": {
      "text/plain": [
       "{'call_reasons_identified': 'Billing Inquiry, Plan Inquiry - Home Phone, Deactivation',\n",
       " 'customer_satisfaction': 'satisfied',\n",
       " 'angry_customer': 'no',\n",
       " 'call_summary': \"The customer called to inquire about the charges on their bill and to discuss their home phone plan. The agent explained the charges and provided information about deactivating services. The customer was satisfied with the agent's solution.\"}"
      ]
     },
     "execution_count": 103,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "messages_5 = prompt.format_messages(text=non_en_df[\"TEXT_ALL\"][1], topic_list=\", \".join(topic_list),\n",
    "                                format_instructions=format_instructions)\n",
    "response_5 = chat(messages_5)\n",
    "response_5_text = check_end_backticks(response_5.content)\n",
    "output_dict_5 = output_parser.parse(response_5_text)\n",
    "output_dict_5"
   ]
  },
  {
   "attachments": {},
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "summerize previous call history with time of the customer, and infer what is the reason this cutomer call this time"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 146,
   "metadata": {},
   "outputs": [],
   "source": [
    "from langchain.chains import SequentialChain\n",
    "from langchain.chat_models import ChatOpenAI\n",
    "from langchain.prompts import ChatPromptTemplate\n",
    "from langchain.chains import LLMChain\n",
    "from langchain.prompts import PromptTemplate"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 147,
   "metadata": {},
   "outputs": [],
   "source": [
    "llm = ChatOpenAI(temperature=0.0, model=\"gpt-3.5-turbo-16k\")\n",
    "\n",
    "#prompt template 1: translate to english\n",
    "first_prompt_template =\"\"\"\n",
    "    Following are the previous 2 conversations between different telecommunication agents and a single customer with dates provided for each call.\\\n",
    "    \n",
    "    Conversation_1: {conversation_1}\\\n",
    "    Date_of_conversation_1: {date_1}\\\n",
    "    \n",
    "    Conversation_2: {conversation_2}\\\n",
    "    Date_of_conversation_2: {date_2}\\\n",
    "    \n",
    "    Summarize each converstions in English in 50 words, only state the major problems and the agent's solutions.\\\n",
    "\n",
    "    The output should be in json format wtih following keys and values:\\\n",
    "\n",
    "    \"call_date_1\": string  // The date of the first call, e.g. '2023-06-29'\\\n",
    "    \"call_summary_1\": string  // Summarize the first call in 50 words, only state the major problems and the agent's solutions e.g. ' In the first call, the customer called in to inquire about the charges for both the old and new address. The agent explained that the charges for the old address were for the previous month and the charges for the new address were for the current month. The customer was satisfied with the explanation.'\\\n",
    "    \"call_date_2\": string  // The date of the second call, e.g. '2023-06-29'\\\n",
    "    \"call_summary_2\": string  // Summarize the second call in 50 words, only state the major problems and the agent's solutions.\\\n",
    "\n",
    "    \n",
    "    \"\"\"\n",
    "\n",
    "\n",
    "first_prompt = PromptTemplate(input_variables=[\"conversation_1\", \"date_1\", \"conversation_2\", \"date_2\"], template=first_prompt_template)\n",
    "# chain 1: input= Review and output= English_Review\n",
    "chain_one = LLMChain(llm=llm, prompt=first_prompt, \n",
    "                     output_key=\"previous_two_calls_summary\"\n",
    "                    )\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 156,
   "metadata": {},
   "outputs": [],
   "source": [
    "second_prompt_template =\"\"\"\n",
    "    Based on the two previous call summaries between different telecommunication agents and a single customer, \n",
    "    infer the possible reasons for the customer's future call in less than 100 words.\\\n",
    "    This should help the agent to quickly understand past calls and better prepare for the incoming call.\\\n",
    "    \n",
    "    previous_two_calls_summary: {previous_two_calls_summary}\\\n",
    "    \"\"\"\n",
    "second_prompt = PromptTemplate(input_variables=[\"previous_two_calls_summary\"], template=second_prompt_template)\n",
    "# chain 2: input= English_Review and output= summary\n",
    "chain_two = LLMChain(llm=llm, prompt=second_prompt, \n",
    "                     output_key=\"future_call_insight\"\n",
    "                    )\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 157,
   "metadata": {},
   "outputs": [],
   "source": [
    "# # prompt template 3: translate to english\n",
    "# third_prompt = ChatPromptTemplate.from_template(\n",
    "#     \"What language is the following review:\\n\\n{Review}\"\n",
    "# )\n",
    "# # chain 3: input= Review and output= language\n",
    "# chain_three = LLMChain(llm=llm, prompt=third_prompt,\n",
    "#                        output_key=\"language\"\n",
    "#                       )\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 158,
   "metadata": {},
   "outputs": [],
   "source": [
    "\n",
    "# # prompt template 4: follow up message\n",
    "# fourth_prompt = ChatPromptTemplate.from_template(\n",
    "#     \"Write a follow up response to the following \"\n",
    "#     \"summary in the specified language:\"\n",
    "#     \"\\n\\nSummary: {summary}\\n\\nLanguage: {language}\"\n",
    "# )\n",
    "# # chain 4: input= summary, language and output= followup_message\n",
    "# chain_four = LLMChain(llm=llm, prompt=fourth_prompt,\n",
    "#                       output_key=\"followup_message\"\n",
    "#                      )\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 159,
   "metadata": {},
   "outputs": [],
   "source": [
    "# overall_chain: input= Review \n",
    "# and output= English_Review,summary, followup_message\n",
    "overall_chain = SequentialChain(\n",
    "    chains=[chain_one, chain_two],\n",
    "    input_variables=[\"conversation_1\", \"date_1\", \"conversation_2\", \"date_2\"],\n",
    "    output_variables=[\"previous_two_calls_summary\", \"future_call_insight\"],\n",
    "    verbose=True\n",
    ")"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 160,
   "metadata": {},
   "outputs": [],
   "source": [
    "previous_calls=pd.read_csv(\"previous_call.csv\")"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 161,
   "metadata": {},
   "outputs": [],
   "source": [
    "demo_df_1=previous_calls[previous_calls[\"customer_id\"]==\"K1~++5GAKQ/1Sp4RgitdvqgGg==\"]\n",
    "conversation_1=demo_df_1['text_all'][27]\n",
    "date_1=demo_df_1['conversation_date'][27]\n",
    "conversation_2=demo_df_1['text_all'][26]\n",
    "date_2=demo_df_1['conversation_date'][26]\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 162,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "\n",
      "\n",
      "\u001b[1m> Entering new  chain...\u001b[0m\n",
      "\n",
      "\u001b[1m> Finished chain.\u001b[0m\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "{'conversation_1': \"THANK YOU FOR CALLING ROGERS UNTIL THE THING SURE ON THE ACCOUNT CAN I PLEASE GET YOUR FULL NAME, IT'S JANE HOLD, THANK YOU CAN YOU PLEASE CONFIRM YOUR POSTAL CODE AND DATE OF CARD FOR SECURITY PURPOSE, FEBRUARY SIX NINETEEN NINETY L FOUR G ZERO SAID FOR, OH THANK YOU DOING TODAY, NONSENSE, OKAY HOW CAN I HELP YOU, CAN YOU PLEASE SEND A TECHNICIAN TO MY HOME ADDRESS TO SIX MY HOME INTERNET, OKAY WORDS HAPPENS TO THE HOME INTERNET, ITS NOT WORKING, INTERNET IS NOT WORKING OKAY DID THIS LIKE THEY DO HAVE THE NEW WANT THAT MORE TO DO MIGRATE FROM, CAN YOU JUST SPENT SO MUCH MY HOUSE THE THANKS MY HOME INTERNET IT'S NOT WORKING, SURE THAT I JUST NEED TO ASK TRADITIONS HERE SO I CAN DO SO GO THROUGH IT DID YOU BOOK THE APPOINTMENT WITH TO ATTACK ALL GRADY OR THIS IS THE FIRST AND YOUR IT CLOSE, NO NINETY I'M REQUESTING, OKAY I NEED TO TALK TO THE TECHNICIAN DEPARTMENT TO BOOK AN APPOINTMENT BY T DEPARTMENT HIGH FAXES FOR THAT, OKAY BUT I THOUGHT I WAS ALREADY BEING TRANSFERRED TO T R THE TECH DEPARTMENT, NO THIS IS CUSTOMER CARE DEPARTMENT, ON MY CAR SHE BACK THE RIDICULOUS I JUST SPOKE TO ONE OF YOUR CUSTOMER SHARE DEPARTMENT REPRESENTATIVES AND I WAITED FOR FIFTEEN MINUTES TO BE CONNECTED TO MAKE AN APPOINTMENT FOR THE TECHNICIAN TO COME AND FIX MY INTERNET SPEAKING TO ANOTHER CUSTOMER CARE REPRESENTATIVE LIKE IS ROGERS LIKE WHAT IS WRONG LIKE YOU GUYS CAN'T GET SOMETHING STRAIGHT YOU GUYS DON'T KNOW HOW TO DO YOUR JOB LIKE TRANSFER ME TO SOMEONE WHO I CAN MAKE AN APPOINTMENT TO SIX MY INTERNET FOR TOMORROW, SHARKS I'M GOING TO TRANSFER DID B I T DEPARTMENT SO THEY HAVE DEBITED SEND SOMEONE TO THERE PLEASE, YES PLEASE YOU KNOW I'VE BEEN ON THE PHONE WITH YOU GUYS FOR AN HOUR ALREADY, I'M SORRY FOR THE INCONVENIENCE THANK YOU FOR I'M JUST GOING NEED TO TRANSFER TO THE TECH DEPARTMENT AND EVERYTHING TOOL HAVE TO SO FOR THAT LIKE DO WANT TO ADD ANY OF THAT AND I HAVE THE SERVICE WITH ROGERS AND I CAN SEE DID, THANK YOU, DEALER NEXT TO THE OFFER OF MANY BUT ALRIGHT NIGHT TO INTERNET YOU CAN SEE WHAT TO LIKE FIFTY TO SIXTY DOLLARS EACH MONTH, WHAT, ON THE CONTRACT OF TWO YEARS I CAN SEE THERE IS AN OFFER AVAILABLE FOR IGNITE TO STREAMING, SORRY WHAT IS THIS IS, FOR TWO YEARS OF THEM, BYE I'M ALREADY ON A CONTRACT WITH YOU GUYS DON'T MAKE ME ANOTHER OFFER I MY DISSATISFIED CUSTOMER I WANT TO CANCEL MY SERVICE JUST TRANSFER ME A TECH AGENT DON'T TRY TO UPSELL ME ANYTHING, OKAY NO PROBLEM THANK YOU JUST BEEN GET YOU CONNECTED THEM THANK YOU, BOX\",\n",
       " 'date_1': '2023-06-18',\n",
       " 'conversation_2': \"SHE WAS, WHO AM I SPEAKING WITH, I'M YOU, AND HOPE, OKAY AND CAN YOU PLEASE CONFIRM ME YOUR POSTAL CODE, FOUR G ZERO ZED FOUR, OKAY AND CAN YOU ALSO CONFIRM YOUR DATE OF BIRTH FOR TWENTY QUESTION, THAT VERY FIFTH NINETEEN NINETY, OKAY PERFECT ALRIGHT, YESTERDAY I CALLED BECAUSE ALL OF A SUDDEN ARE HOME INTERNET WAS NOT WORK, WORKING, WE TRIED WE TRIED A, EVERYTHING IN THE, SET THAT THEY COULDN'T TAKE CARE, OVER THE PHONE SO THE, THE TECHNICIAN, SO AFTER THE TECHNICIAN ARRIVE, SHE SHE TOLD THAT THAT THE MAIN CABLE LINE THE FIBER IT'S BROKEN AND TO ORDER A NEW, REPAIR THIS ISSUE IT'S GOING TO TAKE FOUR WEEKS, SO, THEY ASKED, IF WE COULD, BORROW OUR NEIGHBORS, CONNECTION, WE HAVE TO ASK OUR NEIGHBOR, AND THEY ALLOWED US TO USE THEIR LINE AND EXTEND IT SORRY THE LATER SO WAIVE THAT THE TECHNICIAN INSTALLED IT IS TO OUR HOME ITS NOT SAFE AND ALSO ARE ALRIGHT, NOT WANT TO THERE INTERNET, OKAY SO IF THERE WAS A VERY TEMPORARY LINE THAT WAS JOHN FROM YOUR NEIGHBORS CONNECTION RIGHT AND NOW THEY DO A ONE TO THE LIKE THAT CONNECTION DO YOU, CORRECT BECAUSE IT'S AFFECTING THE INTERNET AND OFF THE CABLE IS RUNNING FROM THEIR HOUSE TO OUR HOUSE ITS NOT, IT'S A HIGH, HE HAZARD AND ALSO, INTERNET SPEED IS AFFECTING THE HOME WE ALSO, I DON'T WANT TO BE A BURDEN ON THAT, I WANT TO FOLLOW, COMPLAIN TO ROGERS, ABOUT THIS ISSUE, OKAY SO IT WOULD HAVE TO THEN SEND A TECHNICIAN BACTERIA AND THE TECHNICIAN WILL BE ABLE TO ASSIST YOU FURTHER WITH THIS, BUT IT TO TO ASSIST WITH THIS, THAT THEY HAVE TO ORDER A NEW PART OF IT, TAKE FOUR WEEKS WHICH IS ABSOLUTELY RIGHT, NOTE INTERNET, WEEKS YES SO THE TECHNICIAN CAN REVIEW THE CABLE OR LIKE HE HAS TO BE THERE ON SITE IF YOU WORK FOR THE CAN BE DONE SO ALL I CAN, NO BUT I CAN BUT I, I DON'T WANT TO BE USING MY NEIGHBORS, INTERNET, NOT ONLY IT'S AFFECTING THE SPEED OF THEIR OWN BUT IT'S ALSO, I DON'T WANT TO BE A BURDEN ON THEM SO, THEY'RE NOT GOING TO BE RE ROUTING AND THE INTERNET YOU NEED TO FIX THE PROBLEM INDIVIDUALLY HOUSE OTHERWISE I'M GOING TO CANCEL MY SERVICES WITH ROGERS AND YOU GUYS BACK, NOT CHARGE ME, YOU CANCELATION FEE I WAS WITH, BELL FOR TWO YEARS, AND I SWITCHED TO ROGERS NOW I'M SO, SO I CAN KNOW ALL I CAN DO IS I CAN SEND NEXT TO SENIOR TECHNICIAN THERE SO LIKE I CAN MARK GOT THE LIFE YOU ANY OTHER THING BECAUSE I DON'T DEAL BIT THE LINE CONNECTION OKAY SO THE TECHNICIAN IS A DELAY, THANK YOU, WHEN IS THE EARLIEST YOU CAN SEND A TECHNICIAN TO MY HOUSE, YEAH JUST GIVE ME A MOMENT I'LL TEXT IT AND THEN I'LL BE RIGHT BACK OKAY SO THE I'LL JUST AVAILABILITY THAT I CALL FOR THE TECHNICIAN IS ON WEDNESDAY OR PLEASE, TWO TO FOUR PM, I'M NOT, IT COMING WEDNESDAY IN TWO DAYS LATE OKAY CAN CAN I WOULD LIKE TO CONFIRM THAT ABOUT THE VISIT FROM THE TECHNICIAN, YES SO ON WEDNESDAY BETWEEN TWO AND FOUR PM WHEN FOR THAT IS TWENTY, OKAY AND THEN ALSO CAN YOU CONFIRM THAT AND THEN ALSO CAN YOU TRANSFER ME TO A MANAGER OR SUPERVISOR, OKAY AND CAN YOU PLEASE CONFIRM YOUR CELL PHONE NUMBER THERE THE TECHNICIAN CAN CONTACT YOU, EIGHT TWO THREE NINE SIX ONE ZERO, TO AND CAN YOU ALSO CONFIRM YOUR FULL ADDRESS PLEASE, ON FILE ITS ATM ADMIRAL, WAIT ON ON HERE, THIS ONE TO CONFIRM IT, OKAY, OKAY ALRIGHT SO THAT'S FINE THEN THIS BOOKED AND THE TECHNICIAN WILL BE THERE ON WEDNESDAY CLI FIRST ANYTIME BETWEEN TWO ONE FOUR AND BEFORE COMING THE TECHNICIAN WILL CONTACT YOU ONE FOUR ONE SIX EIGHT TWO THREE NINE SIX ONE ZERO AND I DO YOU WANT TO TALK TO A MANAGER REGARDING THIS OKAY SURE PLEASE STAY ON THE LINE AND I'LL HAVE THE MANAGER WITH ME TAKING THE CONFERENCE, OKAY THANK YOU BYE BYE WELL BEING A BETTER, DO THEY CHARGE EIGHTY NINE FOR TWENTY EIGHT WAS NINETEEN, ON THE ONE, MASSES YEAH, HELLO, YEAH HELLO, LIKE I DON'T HAVE, TO TAKE INTO THE CONFIDENT AND THEN YOU CAN TALK TO HIM, HI, SHOWING HERE AGAIN THE TECHNICAL MANAGER RIGHT\",\n",
       " 'date_2': '2023-06-19',\n",
       " 'previous_two_calls_summary': '{\\n    \"call_date_1\": \"2023-06-18\",\\n    \"call_summary_1\": \"In the first call, the customer requested a technician to fix their home internet, which was not working. The agent transferred the customer to the customer care department instead of the technician department, causing frustration. The customer insisted on speaking to a technician and expressed dissatisfaction with the service.\",\\n    \"call_date_2\": \"2023-06-19\",\\n    \"call_summary_2\": \"In the second call, the customer reported that their home internet was not working due to a broken main cable line. The technician informed them that it would take four weeks to repair. The customer expressed their unwillingness to use their neighbor\\'s internet and threatened to cancel their services. The agent scheduled a technician visit and offered to connect the customer with a manager.\"\\n}',\n",
       " 'future_call_insight': \"Based on the previous two calls, the possible reason for the customer's future call could be to follow up on the technician visit and inquire about the progress of the repair. The customer may also want to discuss alternative solutions or express their dissatisfaction with the long repair timeline. Additionally, they might want to speak to a manager to address their concerns and discuss the possibility of canceling their services. The agent should be prepared to provide updates on the repair status, offer alternative solutions, and handle potential cancellation requests.\"}"
      ]
     },
     "execution_count": 162,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "overall_chain({\"conversation_1\": conversation_1, \"date_1\": date_1, \"conversation_2\": conversation_2, \"date_2\": date_2})"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 165,
   "metadata": {},
   "outputs": [],
   "source": [
    "demo_df_2=previous_calls[previous_calls[\"customer_id\"]==\"K1~++6M2oCsc+ia3hTmzOzOJw==\"]\n",
    "conversation_1=demo_df_2['text_all'][31]\n",
    "date_1=demo_df_2['conversation_date'][31]\n",
    "conversation_2=demo_df_2['text_all'][30]\n",
    "date_2=demo_df_2['conversation_date'][30]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 166,
   "metadata": {},
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "\n",
      "\n",
      "\u001b[1m> Entering new  chain...\u001b[0m\n",
      "\n",
      "\u001b[1m> Finished chain.\u001b[0m\n"
     ]
    },
    {
     "data": {
      "text/plain": [
       "{'conversation_1': \"HELLO THIS IS SO I DO HAVE FROM ROGERS HERE IN TORONTO MAY I HAVE YOUR FIRST AND LAST NAME PLEASE, PAUL FOURTH, HELLO CALL HOW ARE YOU DOING TODAY, NOT VERY GOOD, F I HOPE I CAN RESOLVE WHATEVER IT IS THAT'S BOTHERING YOU TODAY, I'M IN I'M IN A MATCH WITH ROGERS, OKAY, AND MY SENIOR WHICH CAN'T HANDLE APOLOGIZE TECHNICAL STUFF, I UNDERSTAND I HOPE I CAN HELP YOU TODAY PAUL, OKAY IT WAS, MY NAME IS ASIDE DEAL SO S A D I A, OKAY, OKAY JUST I'M JUST NOTING DOWN YOUR PHONE NUMBER PAUL IS IT FIVE FOUR EIGHT NINE TRIPLE EIGHT, OKAY, SIX TWO SIX, MY PHONE NUMBER, YEAH THE PHONE NUMBER YOU'RE CALLING FROM, NO IT'S FIVE ONE NINE, OKAY, EIGHT TWO FOUR, FIVE ONE NINE, EIGHT FOUR TWO FOUR SIX TWO, SO IF YOU COULD JUST REPEAT THAT FIVE ONE NINE, EIGHT TWO FOUR, OKAY, TWO FOUR SIX TWO FOUR, TWO FOUR SIX, TOO, TO OKAY SORRY YOU CUT OFF THEY'RE A LITTLE BIT SO THAT'S WHY I WAS WONDERING ALRIGHT SO THIS IS THE NUMBER YOU ARE CALLING FOR, YES, PERFECT I JUST SO THAT I CAN SECURE THE ACCOUNT MAY I HAVE TO POSTAL CODE ON FILE PLEASE PAUL, N N ONE T FOUR X SEVEN, PERFECT AND YOUR DATE OF BIRTH, FOURTH OF MAY THIRTY FIVE, IT'S A DIFFERENT DATE OF BIRTH GO AHEAD FITS THE ACCOUNT HOLDER'S DATE OF BIRTH IF I COULD HAVE, OKAY THAT WOULD BE TENTH OF NOVEMBER THIRTY EIGHT, PERFECT THANK YOU SO MUCH CALL OKAY NOW CAN I HAVE THE ACCOUNT SECURITY DO TELL ME WHAT IS GOING ON HOW CAN I HELP YOU, A I WAS I WAS APPROACHED BY A ROGERS CALLER ABOUT ABOUT WE GOT IT IDEAL, OKAY, ON ON ROGERS, ALRIGHT, AND YEAH I ORDERED SO SO THAT IT RESULTED IN THE NEW ACCOUNT I HAVE AN OLD IT OUT, LET ME OKAY, THEN THE NUMBER THE OLD ACCOUNT QUICK FIVE SEVEN NINE ZERO NINE FIVE ONE NINE Y, OKAY SO FIVE SEVEN NINE ZERO NINE FIVE ONE NINE ONE, YES, OKAY ALRIGHT, AND A NEW ACCOUNT NUMBER IS TOO FIVE FIVE THREE ONE SIX ZERO THREE SIX, OKAY ALRIGHT OKAY SO WHAT IS THE ISSUE I HAVE BOTH OF THOSE ACCOUNT NUMBERS NOTED DOWN RIGHT NOW, OKAY ON THE NEW ACCOUNT I I WAS THAT TO BELIEVE THAT THE TV WAS YEAH WAS THE SAME AS IS QUITE I HAD PUT OUT BUT I FIND OKAY I'VE BEEN SPEAKING TO ROGERS FOR THREE DAYS ON THIS ISSUE AND I'VE VERY THE LITTLE BIT FROM FROM VARIOUS ONES AND A PACKAGE ON THE NEW ONE IS THE FLEX TEN, OKAY, AND AND PREVIOUSLY I HAD IT WHAT WAS CALLED POPULAR, OKAY I UNDERSTAND ALRIGHT, OKAY AND AND THE FLEX TEN THIS DEFINITELY GIVE US WHAT WE NEED, OKAY, NOW IN IN STARTING THE NEW ACCOUNT THEY DIDN'T CAP FOR THE OVER THE ACCOUNT SO OKAY INDICATION PROBLEM ALRIGHT SO I HAVE TWO ACCOUNTS RIGHT NOW SO, OKAY OKAY, AND END BY MY OLD ACCOUNT OKAY IT IT RUNS OUT JUNE THE THIRTIETH, JUNE THE THIRTIETH OKAY, AND I'M WONDERING WHAT WHAT TV BUNDLE WILL HAVE TO GET THE NEXT TIME BYE BYE IF I JUST CONTINUED WITH THE OLD ACCOUNT, OKAY, RIGHT RIGHT NOW I I DON'T KNOW WITH AT SO THE NEW ONE WORK THAT SO THE NEW ONE PROPERTY HAS A BETTER PRICE BUT IT'S NOT ADEQUATE SO, I UNDERSTAND I WILL TAKE A LOOK AT WHAT YOUR OLD ACCOUNT HAS CAUSE WELL JUST SO I CAN COMPARE AND SEE TEN THE NEW ONE IS BASICALLY NOT GIVING YOU THE CHANNELS THAT YOU WANTED CORRECT OKAY NO PROBLEM I AM GOING TO TAKE A LOOK AND SEE WHICH ONE WOULD BE TO MOST COMPARABLE FOR YOU, YEAH NO NO NO, AND I WILL CHECK WITH THE OLD ACCOUNT IS AND WHAT'S GOING ON WITH THAT AS WELL APART FROM THESE TWO ISSUES IS THERE ANYTHING ELSE I CAN LOOK AT FOR YOU, WELL THE OLD ACCOUNT HAS IT AND THE SECOND TV IN THE BEDROOM WHICH WHICH, OKAY, WASN'T PICKED UP AND THE NEW ACCOUNT SO THERE IS, AN EXTRA TV BOX BASICALLY OKAY ALRIGHT AND YOU FOR THE NEW ACCOUNT YOU NEED A NEW ANOTHER TV BOX IF YOU WERE TO KEEP THE NEW ACCOUNT CORRECT, YES YEAH WELL I I HAD PHYSICALLY I HAVE THE BOX PHYSIC THREE THE OWNED IT CAME IN AND PUT IN THE NEW MODEM, OKAY, AND THEN AND THEN NEW BOX ORDER NUMBER ONE TV AND THE TECHNICIAN THAT THAT WAS FOURTH THE WORK ORDER SPECIFIED SO THAT'S ALL HE COULD DO SO, OKAY, I STILL HAVE THE EQUIPMENT AND ONCE WE DECIDE WHICH YEAH, OKAY, WHICH ONE THE KEEP THEN SITUATION WILL HAVE TO BE, NOT OKAY OKAY I UNDERSTAND LET ME TAKE A LOOK AND SEE WHICH WOULD BE THE MOST COMPARABLE AND IF THERE IS WHAT NEEDS TO BE DONE RIGHT NOW, ALRIGHT, AND FROM WHAT YEAR FROM WHAT I UNDERSTAND IN CASE YOU WANT TO KEEP THE NEW PACKAGE YOU WOULD NEED AN EXTRA TV BOX BECAUSE THE OLD ONE NEEDS TO BE RETURNED RIGHT OR IT BE THE TV BOX THAT WAS INCLUDED WITH THE OLD PACKAGE WOULD NEED TO THE ATTORNEY IN ORDER TO RETURN ALL THE EQUIPMENT, I I GUESS YEAH, YEAH OKAY SO GIVE ME SOME TIME I DO WANT TO TAKE A LOOK AND SEE WHAT'S GOING ON WITH THE OTHER ACCOUNT WELL HI BYE BYE MY JUST ME JUST FIND IF I BUY INTERNET I JUST MAKE SURE, ACTION IS GOING BAD, OKAY I WILL IN CASE THE CALL DISCONNECT I WILL GIVE YOU A CALL THE NUMBER YOU MENTION IS FIVE ONE NINE EIGHT TWO FOUR TWO FOUR SIX TWO, YES, IS THIS A HOME PHONE OR, IT'S IT IT'S ARE LESS I AM YES, ITSELF, HOME PHONE, THIS IS YOUR LANDLINE, YEAH, OKAY BECAUSE THE NUMBER THAT IS SHOWING UP FOR YOU LANDLINE RIGHT NOW AND THE ONE THAT IS SHOWING UP ON MY CALLER ID IS FIVE FOUR EIGHT NINE TRIPLE EIGHT SIX TWO H NOW THIS IS THE LANDLINE NUMBER ASSOCIATED WITH YOUR NEW ACCOUNT OKAY JUST LETTING YOU KNOW, SO MUCH GONE WRONG WITH WHO ACCOUNT OKAY SO OKAY OKAY NOW, OKAY OKAY JUST JUST LETTING YOU KNOW THAT'S THE NEW NUMBER THAT IS SHOWING UP THAT YOU'RE CALLING FROM SO I'M JUST GOING TO TAKE FIVE TO TEN MINUTES OF YOUR TIME TO TAKE A LOOK AT WHAT'S GOING ON AND BEFORE I CAN COME BACK TO YOU AND LET YOU KNOW YOU KNOW WHAT MIGHT TO BE THE BEST COURSE OF ACTION AND YOU KNOW AFTER THAT YOU CAN AND DECIDE WHAT YES LIKE TO DO SO I WILL PUT YOU ON THE SORRY ABOUT FIVE TO TEN MINUTES AND I'LL BE RIGHT BACK DON'T HANG UP OKAY, THAT'S FINE THANK YOU THANK YOU, OKAY THANK YOU PAUL THANK YOU FOR YOUR PATIENCE, BYE NOW, ALL I'M STILL LOOKING INTO YOUR ACCOUNT RIGHT NOW I DO HAVE A QUESTION FOR YOU WHY WAS ACCOUNT LIKE YOU HAVE INTERNET WAS WE'LL JUST THE POST BY WILL BE ROGERS IS THAT CORRECT OR WAS THERE ANY ISSUE FOR THE OLD SERVICES, NO IT WAS IT STRICTLY A MATTER OF PRICE, OKAY, THE NEW ONE WAS OFFERED IS AND VERY VERY GOOD PRICE I THOUGHT, YES OKAY ALRIGHT NO WORRIES LET'S SEE SO SOMETHING MORE COMPARABLE TO YOUR IT WAS ARE PACKAGE WHICH WAS THE POPULAR TV WOULD BE D WOULD BE THE YOU HAVE THE FLEX TEN ON THE NEW ACCOUNT RIGHT NOW TO THE FLEX TWENTY WOULD BE THE ONES THAT WOULD BE MORE COMPARABLE TO YOUR POPULAR TV PACKAGE OKAY AND I CAN TAKE A LOOK AND SEE WHAT THAT WOULD BE IN TERMS OF THE PRICE DIFFERENCE WE CAN CHANGE THAT FOR YOU THAT IS NOT AN ISSUE ON THE NEW ACCOUNT IS THAT SOMETHING THAT YOU'D LIKE ME TO A LOOK INTO FOR YOU, YES YES, YEAH OKAY ANYTHING ELSE YES GO AHEAD, FLEX TWENTY INCLUDING SPORTS, YES, AND YEAH, TRUCK, I NOTICE THE BUFFALO CHANNELS ALRIGHT KING WHO DID ON FLEX TWENTY, THE BLOCKED BY FELLOW CHANNELS WOULD BE DO YOU KNOW THE NAME OF THE CHANNELS, IT'S IT'S A B SHE BUFFALO, OKAY EIGHTY SEE NBC SO ON AND SO FORTH OKAY, YEAH E AND YEAH AND PBS, PBS PBS I CBS, YEAH IT B P P S, OKAY ALRIGHT COULDN'T ALRIGHT I MEAN, NO THAT'S THAT'S ONLY WHEN I SEE NOW, OKAY, YEAH YES BYE BYE IT'S CHARGES OR TWO AGO OFF, I UNDERSTAND AND LET ME JUST TAKE SOME MORE OF YOUR TIME LET ME JUST CHECK WHAT THE OFFERING WOULD BE I BELIEVE THAT ONE WE CAN ADD ON AS A SAME PACKS IT'S A PRIME TIME STATING PACK THAT'S JUST THAT'S THREE DOLLARS BUT I WILL DOUBLE CHECK FOR YOU AND INCLUDING YOU KNOW THE FLEX TWENTY WHETHER YOU'LL BE ABLE TO GET MOST OF THE CHANNELS AND THE POPULAR PACKAGE THAT YOU HAD BEFORE AS WELL OKAY, I DO HAVE A COMPARISON THE LINED UP IT WAS SENT TO ME AND, THAT'S BRILLIANT OKAY, IS THE ONLY ONE YOU WATCH REGULARLY ALREADY BUCKS OR INCLUDED AT ALL, YES THERE'S OR NOT FLEX CHANNELS I CAN DEFINITELY TAKE A LOOK AND SEE WHICH ONCE WE WOULD NEED TO AND YOU KNOW JUST HOW MUCH THAT PACKAGE NINETEEN JUST GIVE ME A COUPLE MOMENTS I'M JUST LOOKING THAT UP RIGHT NOW FOR YOU OKAY, SURE, THANK YOU, MORTGAGE HOLD, YEAH I MEAN I'LL I'LL THIS TIME I'M JUST GOING TO KEEP YOU ON THE LINE WHILE I LOOK INTO JUST A FIVE ADD ON IF IT IS AN ADD ON LET'S SO APART FROM SO'S CHANNELS WHERE IS IT ARE YOU OKAY WITH THE FAX TEN WHAT DID YOU JUST BEING THOSE THREE CHANNELS ARE YOU'D RATHER HAVE A FLEX TWENTY AND THEN ADD THOSE CHANNELS, I CAN'T FLEX TWENTY AND THEN I HAVE TO IS CHANNELS, OKAY, THIS TOO MUCH MISSING WITH TI, I HEAR YOU, BYE, OKAY ALRIGHT ME JUST DOUBLE CHECK HERE NOW OKAY THANK YOU THANK YOU FOR YOUR PATIENCE PAUL I KNOW IT'S NOT FUN HAVING TO SORT TO ALL OF THIS ME TAKE A LOOK, I APPRECIATE YOU SPEAKING BECAUSE TO GET CALLED MAX THEY NEVER NEVER MATERIALIZE AND THE OTHER TO DATE IT, YES THEY ACTUALLY I JUST LOOK AT THE NOTES THEY DID TRY THEY CALLED TO YOU BUT UNFORTUNATELY THE VOICEMAIL IS NOT SET UP ON THE NEW PHONE LINE THERE FOR THEY COULDN'T LEAVE A MESSAGE THEY DO TRY CALLING YOU BACK L, ROB YOU HAD THE WRONG NUMBER TO I GUESS SEVEN, THANKS POSSIBLE THAT IS ALSO VERY POSSIBLE THE CALL TO WELL WE'LL FEE I'M NOT SURE WHICH ACCOUNT IT WAS UNDER BUT LET ME JUST DOUBLE CHECK YOUR YES SO THE PRIME TIME SEEN PACKAGE IS THE ABC NBC CBS FOX MPBS SO THAT IS AN ADDITIONAL THREE DOLLARS AND I DO JUST NEED TO CHECK THE HOW MUCH THE FLEX TWENTY WOULD TO BE IN TERMS OF THE PRICE DIFFERENCE FOR YOU OKAY AND AND I BELIEVE SO FOR THE PHONE NUMBER THE HOME PHONE NUMBER THAT YOU HAVE RIGHT NOW IT IS FIVE FOUR EIGHT NINE TRIPLE EIGHT SIX TWO SIX THAT'S A NEW HOME PHONE NUMBER ARE YOU OKAY WITH THAT OR DID YOU WANT TO BRING IN THE OLD NUMBER, YEAH NO IT SHOULD BE THE OLD NUMBER, YOU WANT THE OLD NUMBER OKAY I'M GOING TO CHECK AND SEE IF WE CAN DO THAT WE CAN HOPEFULLY PROCESS IT AS LONG AS THE OLD ACCOUNT IS STILL ACTIVE I JUST NEED TO MAKE SURE THAT WHAT'S GOING ON THE STOP OKAY THE CALL I WILL MEET AEROBIC ONE OF YOUR TIME JUST TO CHECK THE DIFFERENCE IN PRICING WITH THE FLEX TWENTY AND I WILL BE RIGHT BACK OKAY AND YOU DO NEED AN EXTRA TV BOX IS THAT CORRECT, OKAY YES, FOR THE NEW PACKAGE I KNOW YOU HAVE AN EXTRA WHO DO OTHER ONE BUT I BELIEVE WILL BE SENDING YOU A NEW ONE SO GIVE ME A COUPLE MOMENTS HERE ALRIGHT OKAY, OKAY, THANK YOU A CALL THANK YOU SO MUCH FOR HOLDING CALL I'M STILL LOOKING INTO THIS FOR YOU NOW THE OTHER THING I DO WANT TO ASK YOU IS AND IT'S THE TRIP SURE AROUND BECAUSE I WILL NEED HER PERMISSION S THE ACCOUNT HOLDER TO MAKE ANY CHANGES TO THIS ACCOUNT ESPECIALLY FOR THE HOME PHONE NUMBER IN YOUR OLD HOME PHONE NUMBER, YESTERDAY TO DIE WAS DEALING WITH THE DAY I WE UNDERSTOOD THAT HE PUT MY NAME HARMONY THE ON THAT ACCOUNT, YES, AS ONE, YES YOU ARE AN AUTHORIZED CONTACT ON THE ACCOUNT HOWEVER ANY ONLY THE ACCOUNT HOLDER IS ABLE TO TRANSFER OVER ANY WHICH IS IT CALLED THE CHANGE OF THE HOME PHONE NUMBER OR ANYTHING LIKE THAT OR REQUEST ANY CHANGES TO THE ACCOUNT YOU ARE AN AUTHORIZED LEVEL ONE CONTACT AND I CAN LET ME JUST TAKE A LOOK HERE ALRIGHT LET YOU KNOW WE CAN ALWAYS CHANGE YOU TO AN AUTHORIZED LEVEL TWO THAT IS NOT AN ISSUE ME APPRECIATE YOUR YES SO E YOU'RE ALLOWED TO ADD PRODUCTS AND SERVICES TO YOUR ACCOUNT RESET VOICEMAIL EMAIL CHANGE EQUIPMENT UPDATE ACCOUNT INFORMATION INCLUDING BILLING ADDRESS ENOUGH FOR THE PAYMENTS MAKE PAYMENTS OR PAYMENT ARRANGEMENTS CONSENT TO ADDITIONAL DATA CHARGES IF THE FIFTY DOLLAR PETER HUNDRED DATA TOLD ME ME JUST REACHED HARBORING YOU'RE NOT ALLOWED TO DEACTIVATE WIRELESS AND OR CABLE ACCOUNTS TRANSFER OWNERSHIP OF YOUR ACCOUNT REQUEST TELEPHONE NUMBER CHANGES SO THIS TELEPHONE NUMBER CHANGE I WOULD NEED TO PATRICIA PERMISSION THAT'S THE HOME OKAY, YET HER NOW THEN, YES JUST I WOULD JUST NEED A VERBAL PERMISSION TO CONTINUE WITH EVERYTHING THAT YOU'RE GOING TO TELL ME TO DO SO I JUST NEED YOUR PERMISSION SAY YES YOU KNOW DO WHATEVER APPALLED SAYING IT'S ALL GOOD YOU KNOW THANK YOU, YEAH THANK YOU PERMISSION AGAIN YOUR I'M AGAIN YEAH HELLO, YES HELLO PATRICIA THANK YOU SO MUCH FOR COMING TO THE PHONE AND I DO APOLOGIZE THAT WE HAVE TO BOTHER YOU REGARDING THIS ITS JUST THAT WE DO NEED YOUR VERBAL CONSENT TO BRING IN THE OLD TELEPHONE NUMBER TO THE NEW ACCOUNT AS YOU'RE THE ACCOUNT HOLDER I WOULD NEED YOUR PERMISSION TO DO THAT IS ARE YOU OKAY WITH GIVING US PERMISSION TO TRANSFER THE OLD PHONE NUMBER OVER TO THE NEW ACCOUNT, WHAT IS THE NUMBER YOU HAVE, THE HELP THANK YOU SO THE NEW PHONE NUMBER IS CURRENTLY IS FIVE FOUR EIGHT NINE TRIPLE EIGHT SIX TWO SIX AND THE OLD PHONE NUMBER THAT YOU HAD ON YOUR OLD ACCOUNT WAS FIVE ONE NINE EIGHT TWO FOUR TWO FOUR SIX TWO, IS LIKE THE FIVE ONE NINE TWO FOUR TWO FOURS IS THE NUMBER, OKAY OKAY ALRIGHT AND PATRICIA SO WE'RE GOING OVER SOME THINGS WITH PAUL REGARDING JUST CHANGING THE PACKAGE TO INSTEAD OF EFFECTS TEN TO THE FLEX TWENTY YOU'RE OKAY WITH THAT RIGHT IT IS THE THIS TO YOUR OLD TV PACKAGE WHICH THE POPULAR OKAY THAT IS FINE AS WELL PERFECT THANK YOU SO MUCH FOR TRICIA AND I DO APOLOGIZE FOR HAVING TO BOTHER YOU DURING YOUR SATURDAY OKAY THANK YOU SO MUCH FOR YOUR PATIENCE OKAY, OKAY, OKAY THANK YOU SO MUCH FOR YOUR PATIENCE PAUL NOW THIS DOES TAKE SOME TIME SO I WOULD RISE U S TO YOU KNOW I WILL CHECK IN EVERY TEN MINUTES JUST TO LET YOU KNOW WHERE WE'RE AT BUT I DO NEED TO GET YOU THE DIFFERENCE FOR THE FLEX TWENTY I REMEMBER THAT AS WELL SO GIVE ME A LITTLE BIT MORE TIME AND I WILL BE LIKE BACK OKAY THANK YOU I DO APOLOGIZE IT'S JUST THAT I'M SWITCHING BETWEEN THE TWO TWO TWO ACCOUNTS SO IT'S TAKING A LITTLE BIT LONGER THAN USUAL ALRIGHT OKAY, YEAH, THANK YOU, CRAZY THAT'S ALL IT IS BYE BYE, HIGH NOW, YEAH, YES LET ME SEE IF THERE'S AN EASIER WORK AROUND TO THIS ALRIGHT THANK YOU OKAY, OKAY, EXTREME, OKAY, THANK YOU FOR HOLDING CALL I'M JUST CHECKING IN WITH THEM SO WORKING ON THE ACCOUNT OKAY, OKAY OKAY, THANK YOU SO MUCH FOR HOLDING I DO THAT FOR JUST WANT TO VERIFY WHAT CORRECT SHIP ON THE ACCOUNT, IT'S HAD VILLAGE CROSSING DC, TEN VILLAGE CROSSING EAST PERFECT AND IT'S A HOUSE, YES, PERFECT OKAY THANK YOU I JUST WANTED TO VERIFY THAT AS WELL AND OKAY PERFECT ALRIGHT THANK YOU I'M STILL JUST WAITING ON SOME MORE INFORMATION SO THAT I CAN DO THE CHANGE OVER OKAY OKAY I KNOW IT'S A LENGTHY WAIT BUT THIS JUST THERE'S JUST MULTIPLE FACTORS THAT WE NEED TO TAKE CARE RIGHT NOW OKAY I DO APOLOGIZE, BACK OKAY, YEAH YES IT'S CALLED THIS WHEN YOU GOT TWO NEW ACCOUNT THE NEW PACKAGE WAS DID YOU GET IT IN STORE OR WAS IT TO ADD DOOR TO DOOR ROGERS AGENT THAT CAME IN WITH THE PACKAGE, IT IT WAS BY PHONE, BY PHONE OKAY, I JUST, NO OKAY NO WORRIES NOT A PROBLEM, I SPEND AN HOUR AND THE STORE YESTERDAY WITH THE MANAGER TRYING TO SORT THIS DISHES HE COULDN'T MAKE IT CHANGES, AND YES, BUT USED INDICATED THAT IT SHOULDN'T HAPPENED AT THIS IT'S CONTRARY TO COMPANY POLICY, YOUR ARE CORRECT YES THAT'S WHY WE'RE TRYING TO SO I DON'T HAVE IT FOR YOU AND I DO APOLOGIZE FOR THIS JUST TRYING TO SEE IF THERE'S AN EASIER AROUND I'M JUST WAITING ON MY TEAM TO SIR JUST TO VERIFY SOME THINGS FOR ME OKAY THANK YOU SO MUCH, YOU'RE WELCOME, OKAY ALL SORRY I DO HAVE ONE MORE QUESTION WHAT WAS THE PRICE QUOTED TO YOU FOR THE NEW ACCOUNT WITH THE FLEX TEN SO I CAN THAT INFORMATION, IT WAS AROUND THE EIGHTY FIVE DOLLARS, OKAY EIGHTY FIVE DOLLARS DOES THAT INCLUDE THE HOME PHONE, YES I WAS FOR THE FOR FOUR T TV HOME PHONE AND INTERNET, OKAY ALRIGHT AND THE INTERNET SPEED LET ME JUST DOUBLE CHECK WITH THAT IS RIGHT NOW FOR YOURSELF AND I ONLY EQUIPMENT FOR THE OLD ACCOUNT IS STILL CONNECTED RIGHT LIKE IT'S STILL CONNECTED AND YOU HAVE IT RIGHT, NO NO EIGHT THEY CAME IN AND PUT IT TO A NEW MODEM AND IT AND THEN NEW BOX THE, OKAY, OKAY BOX, AND DID THE TAKE THE EQUIPMENT BACK, YES THEY DID IT, THEY DID OKAY ALRIGHT NO PROBLEM, YOU SAID TWO PIECES, THEY TOOK THE OLD EQUIPMENT BACK BUT THEY THE LEFT THE TV BOX ONE EXTRA TV BOXES STILL LEFT IS THAT CORRECT, GOODS IT WASN'T ON THE WORK ORDER IS, I HERE OKAY, AT DIDN'T DIDN'T MANAGER INTO IT IN OUR READ I SHOULD, OKAY SO BUT THOSE TAKEN ALL THE OLD EQUIPMENT BACK EXCEPT FOR ONE OF THE EXTRA TV BOXES, AND AND THERE IS OF WIFI PART STILL HERE, THAT IS STILL HERE OKAY NO PROBLEM I AM GOING TO TAKE A NOTE OF THAT AS WELL THANK YOU SO MUCH FOR THAT INFORMATION WAS THERE ANYTHING ELSE LEFT, NO NO, OKAY PERFECT OKAY SO GIVE ME A COUPLE MORE MINUTES I AM JUST GOING TO TAKE A LOOK AND SEE WHAT NEEDS TO BE DONE MY TEAM IS TRYING TO CONTACT ME RIGHT NOW SO GIVE ME SOME TIME OKAY, THANK YOU, THANK YOU PAUL THANK YOU SO MUCH FOR HOLDING CALL SO SENT VERIFYING SOMETHING THAT THEY DID MENTION TO YOU SO THE THING IS FOR THE PHONE HELLO, HELLO YEAH SORRY, WHAT THAT'S GREAT THANK YOU SO MUCH FOR YOUR PATIENCE ON THIS SO THE THING IS FOR THE HOME PHONE LINE WHICH IS A NEW NUMBER FIVE FOUR EIGHT NINE TRIPLE EIGHT SIX UNFORTUNATELY NOT ABLE TO BRING OVER PORT OVER ROGERS TO ROGERS ON NUMBER NUMBER THAT YOU HAD UNFORTUNATELY NOT ABLE TO BRING BACK OVER, I DON'T KNOW WHERE THAT NUMBER FROM I THINK I THINK AGENT THIS MADE UP THAT NUMBER, BASICALLY WHEN A NEW ACCOUNT IS CREATE TO THE ALSO GET A NEW PHONE NUMBER YOU'RE NOT ABLE TO BRING AN OLD PHONE NUMBER IN LIKE FROM ROGERS HOME LINE TO ANOTHER ROGERS ACCOUNT YOU'RE NOT ABLE TO DO THAT IT'S THE SYSTEM JUST DOES NOT THE THAT SO UNFORTUNATELY RIGHT NOW YOU WILL HAVE THE NEW PHONE NUMBER THE OH PHONE NUMBER IS NOT ACTIVE ANYMORE, CAUSE THAT MEAN, OKAY, EXACT ME FOR ARE ARE ALL OUR FRIENDS IS CALLING THEY CAN'T DO YOU SAID OLD NUMBER ANYMORE, UNFORTUNATELY YES IT'S JUST THE NEW NUMBER THAT YOU WILL HAVE TO GIVE TO YOUR FRIENDS AND FAMILY AND CONTACTS NOW, CAN'T DO THAT OKAY I DO THAT NO OKAY, OKAY, CANCEL THE NEW WHAT MA'AM, OKAY BUT THE OLD ACCOUNT IS ALSO CANCELED IT WAS CANCELED ME I'M SORRY JUNE NINTH WHICH WAS YESTERDAY AND THEY QUICK MEANT HAS ALREADY BEEN RETURNED CORRECT APART FROM THE TV BOX AND THE WIFI IPOD, RIGHT IT'S NO, YES, THERE'S NO WAY CHANGE THAT NUMBER THAT WE HAD THAT NUMBER OR FIFTY YEARS, I UNDERSTAND IT'S JUST THAT THE SYSTEM WILL NOT ALLOW US TO DO WITH GREAT NOW LET ME JUST CHECK JUST GIVE ME A COUPLE WHEN IT'S PAUL OKAY I NEED TO CHECK HERE, TO ME I'M READY TO NEED WRONG TO SO, ALRIGHT I UNDERSTAND I HEAR YOU, TOO MUCH I GOT IT ME I JUST WANT START OVER NEW SOMEWHERE OFF, UNDERSTAND PAUL GIVE ME A COUPLE OF MINUTES HERE LET ME SEE IF THERE'S ANYTHING AT ALL I'M TRYING TO JUST CHECK IS EIGHTEEN ELSE AT ALL I DO UNDERSTAND THAT YOU NEED THE NUMBER JUST GIVE ME A FEW MORE MINUTES OKAY, YOU'RE SURE, THANK YOU YOU SO MUCH FOR HOLDING SO I WAS ABLE TO SO YOUR SOMETHING FOR YOU YES HELLO, HELLO YES ALRIGHT, YES HI OKAY SO THE WORK AROUND RIGHT NOW WOULD BE YOUR OLD ACCOUNT IS BASICALLY IN THE MIDDLE OF BEING CANCELED WHAT I'M GOING TO DO RIGHT NOW IS TRYING TO WE ACTIVATE YOUR WAS ACCOUNT SO THAT YOU CAN TRY TO YOUR OLD PHONE NUMBER OKAY THAT'S THE ONLY WAY TO GO AROUND IT AND THEN THE NEW ACCOUNT WE CAN CANCEL THE NEW ACCOUNTS THAT YOU HAVE OKAY SO BASICALLY EVERYTHING GOES BACK TO THE WAY IT WAS ON YOUR OLD SO YOU HAVE YOUR OLD POPULAR TV PACKAGE YOU HAVE YOUR PHONE NUMBER IN THE MEANTIME YOU MIGHT NEED TO WE WILL SEND YOU WE MIGHT SEND YOU THE MODEM FOR YOUR AND ACCOUNT AND THE TV BOX FOR YOUR OLD ACCOUNT THAT IS NOT AN ISSUE BUT IN THE MEANTIME YOU CAN ALWAYS USE YOUR CURRENT TO MODEM JUST E YOU CAN USE THAT AND YOU SHOULD BE ABLE TO STILL HAVE SERVICES OKAY UNTIL WE CANCEL YOUR NEW ACCOUNT AND THE OLD ACCOUNT IS BACKUP OKAY I KNOW IT'S A BIT OF A MESSY PROCESS BUT THE ONLY WAY TO GET YOUR OLD PHONE NUMBER BACK IS TWO BASICALLY WE ACTIVATE YOUR OLD ACCOUNT AND I DO UNDERSTAND THERE WAS AN ISSUE WITH THE PRICING FOR YOU FOR THE OLD ACCOUNT ONCE IT'S UP AND RUNNING AND EVERYTHING IS SETTLES WITH YOU KNOW HAVING TO ACCOUNT WE CAN DEFINITELY TAKE A LOOK AND SEE HOW WE CAN BASICALLY CHECKED YOU GOOD OFFER ON YOUR OLD ACCOUNT AS WELL, OKAY, OKAY, OKAY, YEAH FROM THESE LET ME KNOW IF YOU HAVE ANY QUESTIONS I CAN GO OVER THIS AGAIN WITH YOU SO DO ASK AWAY, SO I CAN'T GET YEAH VERY CLEAR AND I APPRECIATE ALL THE WORK KEEP HAD TO DO, NO PROBLEM I DO APOLOGIZE FOR THE MESSED UP THIS IS CREATED WISH THERE SHOULD NOT HAVE BEEN TWO ACCOUNTS TO BEGIN WITH SO I IS BECAUSE WE MIGHT BE CANCELING THE NEW ACCOUNT AND ONCE AGAIN I DO APOLOGIZE I WOULD NEED TO ASK PATRICIA IF WE CAN GO AHEAD AND CANCEL THIS ONCE THE NEW ACCOUNT IS ONCE THE OLD ACCOUNT IS UP AND RUNNING IS SHE AROUND, SHE RENT IN THE JOB TWOS, OKAY OKAY NO WORRIES EITHER WAY WE CAN WORK ON CANCELATION AFTERWARDS FIRST THING TO DO WOULD BE TO WE ACTIVATE YOUR ACCOUNT OKAY, OKAY, OKAY SO GIVE ME SOME TIME TO CLEAR THIS OUT FOR YOU AND I THANK YOU FOR YOUR PATIENCE I KNOW YOU CAN ON THE PHONE WITH ME FOR ALMOST AN HOUR AND A HALF BUT I'M TRYING TO SORT THIS OUT FOR YOU OKAY, YOUR I'M IT'S, ITS ALRIGHT CALL THANK YOU YOU'RE VERY KIND OKAY LET ME JUST WORK ON SUBMITTING THE REQUEST FOR THE OLD ACCOUNT FIRST AND I'LL BE RIGHT BACK IF I HAVE MORE QUESTIONS ALRIGHT, THE STAY ON THE LINE, THANKS YES PLEASE DO STAY ON THE LINE I MIGHT NEED SOME MORE INFORMATION FROM YOU OKAY, EIGHT, THANK YOU SO MUCH THANK YOU SO MUCH FOR HOLDING CALL I'M STILL WORKING THROUGH THIS, OKAY, GOOD WANT TO ASK YOU GO YOU ARE CALLING FROM HOME LINE RIGHT NOW DO YOU HAPPEN TO HAVE A CELL PHONE NUMBER AT ALL BYE THAT WE CAN CONTACT YOU, WELL WE HAVE A CELL PHONE IT'S FOR EMERGENCIES YEAH BUT, OKAY NO PROBLEM I CAN PUT IN THE NEW PHONE NUMBER THAT THE NEW HOME LINE BECAUSE WE'RE NOT CANCELING THAT AS OF YET OKAY WILL GOING TO WAIT UNTIL YOUR OLD ACCOUNT IS REACTIVATED BEFORE WE CANCEL THE NEW ACCOUNT ALWAYS CREATED SO SHOULD I PUT IN THE NEW HOME PHONE NUMBER YES, I DON'T KNOW WHERE THAT NUMBER CAME FROM I THINK IT WAS JUST A BEIGE UP NUMBER, YES IT'S ONCE YOU HAVE A NEW ACCOUNT YOU AUTOMATICALLY GET LIKE A NEW NUMBER GETS GENERATED FOR THE NEW ACCOUNT FOR THE YOUR HOME PHONE I UNDERSTAND YOUR LINE IS STILL WORKING BUT IN FACT THE NUMBER HAS BEEN CHANGED SO ONCE WE WE ACTIVATE YOUR OLD ACCOUNT NUMBER WILL BE BACK ON THAT'S WHITE ONCE AGAIN OKAY I UNDERSTAND IT SOUNDS VERY WEIRD AND CONFUSING BUT ABOUT WHAT HAS HAPPENED UNFORTUNATELY OKAY, MINE BUT, WOULD WOULD YOU LIKE ME TO GIVE THE NEW HOME PHONE NUMBER TO YOU AS WELL SO YOU'RE AWARE, RIGHT I GUESS I GUESS WHO KNOWS HOW LONG IT'LL EIGHT TO, I'M GOING TO FOLLOW UP ON THIS ACCOUNT JUST TO MAKE SURE WHAT'S GOING ON AND THE CASE THAT I'M SUBMITTING IT NORMALLY TAKES ABOUT TWENTY FOUR TO FORTY EIGHT HOURS FOR THE YOUR OLD SERVICES TO BE BACK UP AND THEY WILL MAIL YOU AND ONCE FOR ME TO FIND OUT AND I WILL PROCEED ACCORDINGLY AFTER THAT AND IF NEED BE I WILL CONTACT YOU, OKAY, OKAY, EVENING OWN NUMBER THEN, OKAY SO THE PHONE NUMBER RIGHT NOW THAT YOU'RE USING IS FIVE FOUR EIGHT, FOUR EIGHTY SENT, NINE GO ON, CODE, THAT IS THE AREA CODE YES AND AND THEN AFTER THAT IT IS NINE TRIPLE EIGHT, OKAY, SIX TWO SIX, TO SEE, YEAH, OKAY OKAY, OKAY AND JUST IN CASE MAY I HAVE YOUR CELL PHONE NUMBER AS WELL PIECE WE WILL TRY TO HOME PHONE FIRST IF WE'RE NOT ABLE TO REACH YOU I JUST WANT TO HAVE A NUMBER NO NUMBER ON FILE AS WELL OKAY, TWO TWO SIX EIGHT TWO ONE, H TWO ONE, FOUR ONE ZERO SEVEN, THANK YOU SO MUCH SO I'M JUST GOING TO HAVE AS WELL TWO TWO SIX EIGHT TWO ONE FOUR ONE ZERO SEVEN THANK YOU OKAY THANK YOU CALL I WILL BE RIGHT BACK OKAY, OKAY, THANK YOU THANK YOU SO MUCH FOR HOLDING CALL SO I HAVE PUT IN THE NOTES FOR BOTH ACCOUNTS AND I'M GOOD CHRIS NO WE UP ON THIS ON BOTH ACCOUNTS OR ONE YOUR OLD ACCOUNT ACTIVE I WILL RECEIVE AND NO BEFORE I CANCEL THE NEW ACCOUNT OKAY AND WE CAN ALSO GO OVER TO ME OFF COURSE YOU HAVE ON YOUR OLD ACCOUNT AT THAT TIME AS WELL ALRIGHT SO MUCH FOR YOUR PATIENCE ALL YOUR QUESTIONS IS NOT LOCKED ON YOU MADE MY JOB A LOT EASIER WHILE I MAY I HAVE A GOOD IT HELLO SIR OKAY, RIGHT WASN'T WOULD YOU EXPECT A BUT, YES, THANK YOU FOR YOUR OPENED, YOU'RE WELCOME PAUL SO I WILL CALL YOU BACK POSSIBLY I MEAN I WILL LOOK AND MAKE SURE THAT EVERYTHING IS GOING WELL OVER THE NEXT FEW DAYS AND I MIGHT POSSIBLY CALL YOU BACK ON IT DOES TAKE SOME TIME FOR THE PROCESS IS TO GO THROUGH SO POSSIBLY ON THURSDAY OR FRIDAY SO END OF THIS WEEK COMING WEEK I WILL REACH OUT BACK TO YOU OKAY, I'LL BE ISOLATED TILL THEN, NO YOUR SERVICE SERVICES I'M NOT GOING TO CANCEL ANYTHING UNTIL THEN, EMAIL DOESN'T WORK BECAUSE IT HASN'T BEEN SWITCHED OVER, OKAY WHAT IS THE EMAIL ADDRESS I CAN UPDATE YOUR EMAIL ADDRESS GIVE ME AN EMAIL ADDRESS I CAN DEFINITELY, EIGHT, PUT IT IN FOR YOU, E THE LETTER P FOR HE E AS IN TOM HS BARRY, SORRY SORRY YOU'RE GOING FIVE COULD YOU JUST REPEAT IT FROM THE BEGINNING T, P AS IN PAUL NUMERALS FOR, OKAY, AND LETTERS T AS IN TOM H AS IN HARRY ROGERS DOT COM, T FOURTH AT ROGERS DOT COM, YES, OKAY ROGERS TO CALM AND THIS ONE IS OR WAS IT IN YOUR OLD ACCOUNT AND THE NEW ACCOUNT DOES IT HAVE THIS ONE OR NO, DOESN'T HAVE IT, THIS NEW ONE DOESN'T HAVE IT JUST THE OLD ACCOUNT HAS IT CORRECT, YES, OKAY LET ME JUST PUT THAT IN OKAY YES THE NEW ACCOUNT HAVE A DIFFERENT LOOK AT GMAIL ADDRESS, WE DON'T HAVE GMAIL, NO OKAY I GOING TO PUT THIS IN THEN HOLD ON OKAY IT IS NOT LETTING ME CHANGE IT, RISE, YEAH I HAVE ACCOUNT DOESN'T HAVE IT AND REGARDLESS I WILL BE CALLING YOU BEFORE I DO ANY CHANGES ON THE NEW ACCOUNT OKAY BUT I WILL TAKE A NOTE OF THE EMAIL ADDRESS AND PUT IT IN THE NOTES AS WELL, THANK, OKAY ALRIGHT LETS SEE OKAY WAS THERE ANYTHING ELSE AT ALL PAUL'S THAT I CAN LOOK INTO FOR YOU TODAY I KNOW WAS CONTRA QUITE A LOT BUT TO CALL ME ANYTHING ELSE I CAN HELP YOU ANSWER FOR YOU, NOT THAT I CAN THINK OF, OKAY ALRIGHT I DID WANT TO ASK WHEN WOULD BE A GOOD TIME TO REACH BACK FOR YOU ANYTIME WITH THE DAY WHAT WOULD BE BEST, WHO USUALLY HERE AND THE LADY WEDNESDAY NEXT WEEK, OKAY, BUT SHOULD BE SHOULD BE HERE OTHER THAN THOSE TIME, OKAY YES I WANT TO BE CALLING YOU ON TUESDAY OR WEDNESDAY I WILL BE CALLING YOU EITHER THURSDAY OR FRIDAY AND MAYBE EVEN IF YOU KNOW THINGS GO REALLY FAST I HAVE EVEN ON MONDAY SO ANY TIME OF DAY DURING THOSE THREE DAYS IS FINE BETWEEN NINETY FIVE, YEAH YEAH WE MAYBE OUT BUT, IF I'M NOT ABLE TO REACH YOUR I WILL CALL YOU BACK AGAIN OR I WILL LEAVE A VOICE, I CAN'T GUARANTEE, OKAY NO WORRIES REGARDLESS I WILL TRY TRY TO REACH YOU AS I DO WANT TO SORT THIS OUT FOR YOU AND SMOKE THINGS OVER OKAY, DATE, OKAY THANK YOU SO MUCH FOR YOUR PATIENCE CALL TO TAKE CARE AND THANK YOU FOR BEING SO PATIENT WITH ME ONE SECOND I CANNOT STRESSED THAT ENOUGH, BY BETTER FOR YOU THIS, OKAY THANK YOU ONCE AGAIN MY NAME IS IDEA THE I WILL BE CONTACTING YOU ONCE AGAIN JUST TO LET YOU KNOW HOW CAN CHECK LIKE OKAY HAVE A GOOD DAY NO PAUL BYE BYE, YOU, BYE\",\n",
       " 'date_1': '2023-06-10',\n",
       " 'conversation_2': \"HI DAVID FROM ROGERS IN TORONTO MAY I ASK FOR SPEAKING WITH, ITS PAUL FOURTH, IF I DO TODAY, NOT TOO BAD THANKS, TWO TWO YEAR I APOLOGIZE FOR YOU DELAY REACH ME HOW MAY I HELP, OKAY, YES, I GOT A LOT OF LOT OF ISSUES WAS MY ACCOUNT, YOU DO IS IT SORRY YOU'VE BEEN VOICE AUTHENTICATED BUT I DON'T SEE YOUR NAME ON THE ACCOUNT DEALT JUST TO MAKE SURE WHAT'S THE ADDRESS PLEASE, TEN THE LIEGE CROSSING E IN BLOUSE, THANK YOU WHOSE NAMES ON THERE, OKAY I'M NOT SURE WHAT THE ACCOUNT IS, LIKE THE NAME OF THE PERSON ON THE ACCOUNT CAUSE I DON'T SEE YOUR NAME ON THE PAUL, IF YOU USED TO BE MINE AND THEN IT, WHAT TO ME, THEN IT WAS A NEW ACCOUNT IN MY WIFE'S NAME TRICIA FOURTH, OKAY CAUSE THAT'S WHY I SEE, OKAY NOW THERE IN THE PROCESS OF GOING BACK TO MY ORIGINAL ACCOUNT, WHAT YOU MEAN YOU ORIGINAL ACCOUNT DO YOU CLARIFY FOR ME, OKAY AND THE WRONG TIME ROGERS SUBSCRIBER AND WE'VE HAD AN ACCOUNT FOR FOUR YEARS BUT SOMEBODY FROM ROGERS OFFER THIS A GOOD PRICE BUT THEY THEY SHE STARTED A NEW ACCOUNT DIDN'T SHUT DOWN THE OLD ACCOUNT AND IT MADE THAT THEY WERE GOING TO GIVE US A NEW PHONE NUMBER AND THE ONLY WAY THAT WE COULD MAINTAIN OUR OLD PHONE NUMBER WAS COOL TO GO BACK TO THE ORIGINAL ACCOUNT AND AND THAT'S IN PROCESS AND I WAS CALLING TO SEE THIS WHERE THAT STANDS BECAUSE WE REALLY MISS NOT HAVING THE PHONE BACK IN THE ORIGINAL NUMBER, LET ME TAKE A LOOK RIGHT NOW I'LL PART HELP YOU GOING FORWARD SO I'M LOOKING AT YOUR IGNITE SERVICE AND I DO SEE A PHONE NUMBER ENDING IN PHONE NUMBER ENDING IN EIGHT SIX TWO SIX IS THAT YOUR NEW NUMBER OR YOUR OWN NUMBER FIVE FOUR EIGHT NOT EIGHT EIGHT EIGHT SIX TWO SIX, OKAY THAT'S THAT'S IT THAT'S THE TEMPORARY NEW NUMBER, THAT'S A NUMBER YOU'RE CALLING FROM RIGHT NOW, YES, OKAY SO LET ME CHECK IF THERE'S ANY REQUEST TO GRAB YOUR OWN NUMBER BACK, OKAY YEAH, OR CHANGES IF YOU DON'T MIND PAUL, YEAH YEAH NOW NOW WE'RE SENIOR SO THIS IS ALL WAY OVERHEADS, I'LL TRY TO MAKE A SIMPLE AS POSSIBLE, OKAY, YEAH THERE'S NO CHANGES ON YOUR ACCOUNT YOU'RE STILL ON THE IGNITE SERVICE SINCE JUNE SIX SO I'M NOT SURE WHAT YOU'RE ASKING SIR, WELL OKAY IT'S IN THE WORK SOMEHOW TO CHANGE BACK, LOOK OKAY, TOO OKAY AND REGIONAL, LIM LET ME SEE IT'S CHECK YOUR ADDRESS AND SEE IF I SEE ANOTHER ACCOUNT PLEASE GUYS THANK YOU, OKAY OKAY, SO I THINK I HEARD YOUR WIFE THERE IS THAT THE ACCOUNT HOLDER, YES YES, THANK YOU I JUST WHY WAS, BUT I BUT I I HAVE PERMISSION TO DO THE GO SHAY SHOULD I THINK I'M A LEVEL TWO, WELL YOU'RE NOT YOU'RE NOT AUTHORIZED ON THE NEW WOULD MY ACCOUNT SO I THAT'S WHY I'M ASKING YEAH PATRICIA FORD CAN AUTHORIZE IN THE ACCOUNT DO YOU AUTHORIZE IN ONE ACCOUNT, WE WENT THROUGH ALL THIS ON FRIDAY WHAT IT WAS ALL SETTLED, MAYBE AND ALL THE TIME LOOKING AT TO I'M JUST TRYING TO FOR JUST OKAY SO WHILE LEAVE I'LL LEAVE I'LL LEAVE IT AS IT IS RIGHT NOW AND I CASE AND I'M JUST GOING TO CHECK IF THERE'S AN BETTER, AND WITH YOU NEED FROM ME, ACCOUNT IN MOTION TO GO BACK TO THE SERVICE OR NOT ALLOW ME I MEAN THIS CHECK THANK YOU THIS CAN I JUST PUT YOU ON HOLD FOR A ONE OR TWO MINUTES TO GET THIS CHECK, OKAY I CAN GIVE YOU OUR OLD ACCOUNT NUMBER, DO YOU HAVE A DO YOU HAVE IT, IF THEY HAVE WITH IT YES I DO, WHAT IS IT, IT'S FIVE DASH SEVEN NINE ZERO NINE DASH FIVE ONE NINE ONE, THANK YOU ALLOW ME A SECOND I'M TRYING TO FIND YOUR ORIGINAL ACCOUNT CAUSE I'M LOOK AT THE NEWER VERSION OF IT SO THE ORIGINAL IN A HAD LET MINUTE ALLOW ME ONE SECOND, SURE SURE, THANK YOU THIS ONE AND THERE YEAH I FOUND TWO ACCOUNTS SO MAYBE THE FIRST ONE WASN'T THE ONE I SHOULD BE LOOKING AT SO I'M GOING TO MAKE A QUICK CALL IT AND ME CHECK THE SECOND ONE PLEASE, OKAY, YEAH IN THE FIRST ONE IS THE ONE THAT WAS CREATED CREATE A DUPLICATE WHEN THEY SHOULD HAVE NOT OF DONE SO I'M LOOKING AT THE SECOND LOOK AT THE ONE WITH THE ACCOUNT NUMBER YOU GAVE ME LET ME CHECK THE NOTES ON THAT ONE, OKAY, THANK YOU WHAT'S THIS TICKET HERE FOR OKAY IS THERE ANY PROBLEMS WITH THE WITH THE SERVICE, YES, WOULD HELP ME WITH THE SERVICE GUYS, WELL OKAY THE PHONE IS STILL ON NOBODY'S RIDGE I'M NUMBER NOBODY CAN REACH S, WHAT'S THE ORIGINAL NUMBER GUYS WE DON'T MIND ME ASKING, FIVE ONE NINE EIGHT TWO FOUR TWO FOUR SIX TWO, LET ME I'M JUST CORRECT TEST WITH THAT PHONE NUMBER, OKAY, THANK YOU TWO SEVEN LET ME SEE YES NOT ITS NOT GETTING THE VISIT VERY WELL LET ME CHECK THE BACKGROUND PLEASE CAN I JUST PUT YOU ON HOLD FOR ONE MINUTE WHILE I CHECK, SURE, GREAT I APPRECIATE THAT GUYS PLEASE HOLD THANK YOU HI THERE THANKS FOR YOUR PATIENCE I APOLOGIZE FOR DIFFICULTIES SO I LOOK AT THAT ORDER, HELLO, BUT I ALSO NOTICE THANKS FOR YOUR PATIENT THE MODEM IS YOUR MOBILE WORKING IS YOUR MODEM WORKING FINE MA'AM THANKS SIR SO I I NEED, WELL WE HAVE TO GIVE EAST, FOR THE DO THIS OKAY DOES IT TV WORK, ONE WORKS ON THE OLD PROGRAM A NEW MODEM AND AND BOX WE'RE WE'RE INSTALLED FOR THE FOR THE NEW PROGRAM, LET ME JUST A DIFFUSING BECAUSE YOUR MODEM'S OFFLINE CAUSE THEY SHOULD NEVER CREATE A NEW ACCOUNT, FINE FINE, AND MAKES IT DIFFICULT TO UNDERSTAND CAUSE THE WHAT DO BECOME NUMBER YOU GAVE ME ANY AND ONE I WANT IT SHOWS A MODEM'S OFFLINE IT ALSO NO SERVICE THERE, YEAH, THE OTHER ACCOUNT HOUSE SERVICE A DIFFERENT PHONE NUMBER I'M NOT SURE HOW TO FIX IT I'M NOT SURE HOW TO SIX, YEAH OKAY THIS IS THIS IS WHAT WE DON'T KNOW EVERY TIME WE PHONE WE ALWAYS GET A DIFFERENT TECHNICIAN, IT'S, AND WE DON'T KNOW WHETHER WE WE HAVE TO WAIT FOR TECHNICIAN TO COME TO THE HOME, WELL IT'S NOT, OR WHETHER ALL THESE THINGS CAN BE DONE REMOTELY, WELL YOU HAVE TO YOU HAVE TO YOU HAVE TO MAKE SURE THE ACCOUNT THAT YOU ACCOUNT THAT YOU WANT TO KEEP WITH THE MODEM THIS ATTACHED YOU WITH THE PHONE NUMBER IS THE ONE YOU WANT TO KEEP ALL THE OTHER ONE THREE TWO DOT ACCOUNT AND THAT EQUIPMENT HAS TO BE CAN'T SO WE'RE DISCONNECTED FOR THE FIRST A KIND OF BROCK WOULD THAT GO WITH THAT FOUR EIGHT FOUR NUMBER IT HAD ACTIVE SERVICE THIS ACCOUNT YOU GAVE ME ENDING IN WITH THE NUMBER YOU GAVE ME SHOWS NO AFTER SERVICE, WELL WE WE WE WE DO HAVE SERVICE WE HAVE, SO, I'M ON ONE ONE TV WE HAVE THE NEW PACKAGE AND ON THE OTHER TV IT'S THE OLD PACKAGE NOW THEY THEY HAVE MADE THE SEE IF MAYBE REMOTE CHANGE BECAUSE THE SECOND TV NOW IT WAS OFF AND IT'S NOT WORKING SO THEY'VE THEY'VE REMOVED PLEASE CHANGE BACK TO THE OLD ACCOUNT FOR ONE TV BUT BUT NOT FOR THE PHONE AND AND AND THE OTHER TV THIS IS A MISS, IT IT IT IS IT'S JUST THE OTHER PERSON SHOULD NOT OF CREATE A NEW ENTRY THE SYSTEM THAT'S CAUSING GOT TWO MOBILES RIGHT NOW DO YOU NOT, YEAH TOO RIGHT NO NO THE TECHNICIAN CAME INSTALL THE NEW ONE AND TOOK THE OLD ONES BACK, SO WAIT A MINUTE WHAT WHAT'S THE OKAY IF YOU WHAT'S IF YOU YOU HAVE A NEW MODEM YOU PICK IT UP AND GIVE ME THE DEVICE MAC PLEASE CAUSE I NEED TO KNOW WHICH MORE THAN YOU HAVE, OKAY OKAY, BECAUSE BECAUSE YOUR WHOLE YOUR OLD PHONE NUMBER AND IT'S TRYING TO FIVE ONE NIGHT AS A TO THAT PACIFIC MODEM AND THAT ACCOUNT SO THEY TOOK OUT A WAY THAT MEANS THAT SERVICES IS NO LONGER ACTIVE THAT'S GONE, OKAY, SO THAT'S THAT'S ISSUE I SO I NEED TO KNOW THE MODEM WHAT WHAT THE MODEM DEVICE MAC YES, OKAY IT'S, COZ I ALSO HAVE TO GET YOU TO THE CUSTOMER CARE YOU HAVE TO WORK WORK WITH THEM TO DO TO DETERMINE WHICH ACCOUNT YOU WANT TO KEEP IT'S REALLY CONFUSING TO ME, I'M SURE IT IS I'M SHARE IS HI TALKED IT WOULD HAVE BEEN NOTE SOMEWHERE THAT, WELL, THAT YES I HAVE TO SET THE PHONE DOWN DO THIS, NO PROBLEM TAKE YOUR TIME SIR REESE, NUMBERS OR SO PHAGE AND SO SMALL I CAN'T READ, IS THERE SOMEONE ELSE I CAN TAKE DO YOU HAVE YOU HAVE A CELL PHONE BECAUSE I NEED TO KNOW WHICH MODEM YOU'RE USING DID YOU DID YOU SAID YOU'VE THE TECHNICIAN TOOK TOOK THE ONLY WAY I GOT BILLING IT'S, OKAY, IT'S THE OTHER ONE BY WITH THE GAS BUT IT'S HARD FOR ME TO KNOW EXACTLY, OKAY I'LL GET A MAGNIFYING GLASS AND WANT ME TO BRING IT DOWN OKAY OKAY NIGHT, TAKE YOUR TIME GUYS AND I UNDERSTAND ITS FRUSTRATING AND I'M TRYING TO ID INSERT FOR YOU, HELLO, HI THERE, I'M JUST PUTTING YOU ON SPEAKER PHONE WHILE I TRY TO READ THIS, TRUE TELL ME WHAT USED TO WHEN YOU SEE IT AND BEFORE I CAN START WRITING IT DOWN BECAUSE I'M TRYING TO CONFIRM SOMETHING ELSE ON THE OTHER ACCOUNT, OKAY, WHY YOU DO NOT SO I'M JUST NOT IN THE FULL PLACE, OKAY, FOR EXAMPLE OKAY I'M TRYING TO MULTITASK WHILE I'M DOING THAT, NO YOU DON'T WANT THIS SEAHAM AND, THE C M M E C YES, OKAY EIGHT BYE BYE CHECKS HAVE FIVE YOUR ALL SIX FIVE, EIGHT C FOR CHARLIE SEVEN SIX FOUR FRANK FIVE D FOR DAVID ZERO SIX FIVE A, YES, THAT'S THE DEVICE MAC, YES, THANK YOU SHIP SPEAKING WITH THIS ACCOUNT THIS THE LATEST ACCOUNT I OPENED HAS, MISSED WONT BE TUESDAY KIND OF FIRST TOP, NO I'M LOOKING AT THE SEC I'M LOOKING AT THE BELIEVE THIS ACCOUNT EIGHT C SEVEN SIX THREE LIMIT F FIVE ZERO ITS CLOSE TO THIS GIVE ME YOUR OFF BY A LITTLE BIT I JUST WANT TO SEE BY COPYING THE NUMBER CAUSE I SEE FIVE D ZERO SIX FIVE A SIR YOUR LITTLE BIT OFF ON PAYMENT, OKAY, YOU'RE MISSING AFGHAN BETWEEN THERE SOMEWHERE DO YOU YOU BACK ME ONCE MORE, YEAH NO IT'S NOW YOUR MARCUS MAC BYE, YES, BACK NUMBER, WHAT DID YOU SEE IF THEY'RE USUALLY CLOSE TO IT IT'S AT THE LAST LETTER MAYBE DIFFERENT IT'S VERY THE SAME THE ONLY DOLLAR DIFFERENCE IS THE LAST LETTER, OKAY MARIAM OKAY I'LL READ IT AGAIN, YES PLEASE, MAY I HAVE ONE SIX THREE F FRANK FIVE YEAH SIX FIVE, RIGHT SO THAT'S THE MODEM IS A PLUGGED IN RIGHT NOW, YES, THANK YOU IT IS PLUGGED IN, YES, LET ME WERE MY TAXES IT SALES OFFLINE THAT'S, CHECK WELL, CAN I GET YOU RESTART YOUR MODEM ONCE FOR ME PLEASE JUST UNPLUG THE POWER AND PLUG IT BACK IN FOR ME, OKAY, THANK YOU, SOME, MISTER FIRST SHOULD DONE THAT HE'S ON HOME PHONE HELLO SIR MISTER FOR THEY SUPPORT YOU STILL THERE MISTER FORM HELLO\",\n",
       " 'date_2': '2023-06-14',\n",
       " 'previous_two_calls_summary': '{\\n  \"call_date_1\": \"2023-06-10\",\\n  \"call_summary_1\": \"In the first call, the customer had issues with a new account that was created instead of transferring the old account. The customer wanted to keep the old phone number but was given a new temporary number. The agent apologized for the confusion and promised to look into reactivating the old account and transferring the phone number back.\",\\n  \"call_date_2\": \"2023-06-14\",\\n  \"call_summary_2\": \"In the second call, the customer was still experiencing issues with the phone service and the modem. The agent tried to troubleshoot the problem but was unable to resolve it. The agent suggested contacting customer care for further assistance and apologized for the inconvenience.\"\\n}',\n",
       " 'future_call_insight': \"Based on the previous two calls, the possible reason for the customer's future call could be to follow up on the progress of reactivating the old account and transferring the phone number back. Additionally, the customer may also be calling to seek further assistance with the ongoing issues related to the phone service and modem. The agent should be prepared to provide updates on the account transfer and offer alternative solutions for resolving the phone service and modem problems.\"}"
      ]
     },
     "execution_count": 166,
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    }
   ],
   "source": [
    "overall_chain({\"conversation_1\": conversation_1, \"date_1\": date_1, \"conversation_2\": conversation_2, \"date_2\": date_2})"
   ]
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   "cell_type": "code",
   "execution_count": null,
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   "source": []
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