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In that way, I could endorse you properly to our tech department who handles this JU IP issue. What is your phone number and your full name? Thank you, Riana. So, yes, I could see in here they just provide this update today that some of customers are still having an issue with this Internet and streaming that they're using. And, also, our team is closely doing further investigation as much as they can as we love to have it resolved. As of today, they're still saying it's under investigation. Yeah. Just to be transparent, they did not provide us any time frame, but they are just saying they are closely working on this to resolve as soon as possible. Because some of the customers are already back on track in reference and working normal, and some of customers, I think it's includes your account. And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right now. Have you tried the instruction they've sent to check your TV settings? Okay. I'm so sorry. I understand that repeatedly offering apologize is not the resolution for this. But on my end, I would love to say this. We sincerely apologize for this inconvenience caused. But here's what I'm going to do. I will personally endorse your account to our tech rep. In that way, once they came back from lunch, they can go ahead and try to call you. Are you at home right now? In that way, they could try to check or walk you through to things that needs to check. Okay. Sure. Sure, Rhianna. I will endorse it. In that way, they could call you and try this necessary action they or instruction they sent earlier today and yesterday. Maybe it will work, but rest assured you will get a callback. Let me check the time here. One moment. Okay? One. Okay. They will be back around the time here. Twelve just bear with me. I'm checking what time they took. Around 04:15PM, they will be back. Yes. 04:15. Thank you, Rhianna. Please keep your line open. And, again, I do apologize for this inconvenience. Have a good one, and be safe always. Thank you. 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Thank you so much for calling your account. How may I help you today? Oh, I'm so sorry to hear about that. I'll just need to pull out your account.\n\nIn that way, I could endorse you properly to our tech department who handles this JU IP issue. What is your phone number and your full name? Thank you, Riana. So, yes, I could see in here they just provide this update today that some of customers are still having an issue with this Internet and streaming that they're using. And, also, our team is closely doing further investigation as much as they can as we love to have it resolved.\n\nAs of today, they're still saying it's under investigation. Yeah. Just to be transparent, they did not provide us any time frame, but they are just saying they are closely working on this to resolve as soon as possible. Because some of the customers are already back on track in reference and working normal, and some of customers, I think it's includes your account. And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right now.\n\nHave you tried the instruction they've sent to check your TV settings? Okay. I'm so sorry. I understand that repeatedly offering apologize is not the resolution for this. But on my end, I would love to say this.\n\nWe sincerely apologize for this inconvenience caused. But here's what I'm going to do. I will personally endorse your account to our tech rep. In that way, once they came back from lunch, they can go ahead and try to call you. Are you at home right now?\n\nIn that way, they could try to check or walk you through to things that needs to check. Okay. Sure. Sure, Rhianna. I will endorse it.\n\nIn that way, they could call you and try this necessary action they or instruction they sent earlier today and yesterday. Maybe it will work, but rest assured you will get a callback. Let me check the time here. One moment. Okay?\n\nOne. Okay. They will be back around the time here. Twelve just bear with me. I'm checking what time they took.\n\nAround 04:15PM, they will be back. Yes. 04:15. Thank you, Rhianna. Please keep your line open.\n\nAnd, again, I do apologize for this inconvenience. Have a good one, and be safe always. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.32074931263923645},{"text":"Thank you so much for calling your account.","start":1.1999999,"end":3.3,"sentiment":"positive","sentiment_score":0.6245986595749855},{"text":"How may I help you today?","start":3.4399998,"end":4.8199997,"sentiment":"positive","sentiment_score":0.5441603163878123},{"text":"Oh, I'm so sorry to hear about that.","start":29.94,"end":32.02,"sentiment":"neutral","sentiment_score":-0.1920768078416586},{"text":"I'll just need to pull out your account.","start":32.02,"end":33.54,"sentiment":"neutral","sentiment_score":-0.04390019038692117}],"sentiment":"neutral","sentiment_score":0.21595756457217277,"num_words":31,"start":0.88,"end":33.54},{"sentences":[{"text":"In that way, I could endorse you properly to our tech department who handles this JU IP 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it's under investigation.","start":80.845,"end":84.305,"sentiment":"neutral","sentiment_score":-0.17323105285565057},{"text":"Yeah.","start":91.27,"end":91.77,"sentiment":"neutral","sentiment_score":-0.01927165873348713},{"text":"Just to be transparent, they did not provide us any time frame, but they are just saying they are closely working on this to resolve as soon as possible.","start":92.15,"end":103.665,"sentiment":"neutral","sentiment_score":-0.02590857381964552},{"text":"Because some of the customers are already back on track in reference and working normal, and some of customers, I think it's includes your account.","start":103.725,"end":113.424995,"sentiment":"neutral","sentiment_score":0.10531927138566971},{"text":"And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right 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inconvenience.","start":232.27,"end":235.41,"sentiment":"neutral","sentiment_score":0.09589230082929134},{"text":"Have a good one, and be safe always.","start":235.71,"end":237.73001,"sentiment":"positive","sentiment_score":0.4972461350262165},{"text":"Thank you.","start":239.23001,"end":239.95,"sentiment":"neutral","sentiment_score":0.32470667362213135},{"text":"Bye bye.","start":239.95,"end":240.61,"sentiment":"neutral","sentiment_score":0.09461432322859764}],"sentiment":"neutral","sentiment_score":0.27918747402727606,"num_words":20,"start":232.27,"end":240.61}]}}]},{"alternatives":[{"transcript":"Hi. 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I've had a problem with my Internet, and it's been going on for a whole week. I've sent emails. I've been calling every single day, multiple times a day, and I'm just on hold for one whole hour until I hang up. Now this has affected my work a lot.\n\nI work from home, and I haven't been able to work from home, and I need this resolved right now. 0466215221. Name is Rhianna Sando. Well, that's been going this has been going on for, like, a week now. So when is it gonna get resolved?\n\nYes. I've tried yeah. I've tried everything. I I don't know what to do with the TV. I can't figure that out, but I've restarted the modem and stuff, and nothing seems to work.\n\nYes. I'm her. Yeah. I'm her. Okay.\n\nWhen when is the break gonna finish? So many. I think Yep. 04:50? Okay.\n\nAlright. Thank you. Thanks. Thanks. Okay.\n\nThanks. You too. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.68,"end":6.0,"sentiment":"neutral","sentiment_score":-0.0239284448325634},{"text":"I've had a problem with my Internet, and it's been going on for a whole week.","start":6.0,"end":10.48,"sentiment":"neutral","sentiment_score":-0.2955778641626239},{"text":"I've sent emails.","start":10.48,"end":11.44,"sentiment":"neutral","sentiment_score":-0.3233841458956401},{"text":"I've been calling every single day, multiple times a day, and I'm just on hold for one whole hour until I hang up.","start":11.44,"end":20.275,"sentiment":"negative","sentiment_score":-0.4042222409144692},{"text":"Now this has affected my work a lot.","start":20.735,"end":24.095,"sentiment":"negative","sentiment_score":-0.5686383359134197}],"sentiment":"negative","sentiment_score":-0.38371656740120813,"num_words":51,"start":5.68,"end":24.095},{"sentences":[{"text":"I work from home, and I haven't been able to work from home, and I need this resolved right 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Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I've had a problem with my Internet, and it's been going on for a whole week. I've sent emails. I've been calling every single day, multiple times a day, and I'm just on hold for one whole hour until I hang up. Now this has affected my work a lot.\n\nI work from home, and I haven't been able to work from home, and I need this resolved right\n\nChannel 0: Oh, I'm so sorry to hear about that. I'll just need to pull out your account. In that way, I could endorse you properly to\n\nChannel 1: now.\n\nChannel 0: our tech department who handles this JU IP issue. What is your phone number and your full name?\n\nChannel 1: 0466215221. Name is Rhianna Sando.\n\nChannel 0: Thank you, Riana. So, yes, I could see in here they just provide this update today that some of customers are still having an issue with this Internet and streaming that they're using. And, also, our team is closely doing further investigation as much as they can as we love to have it resolved. As of today, they're still saying it's under investigation.\n\nChannel 1: Well, that's been going this has been going on for, like, a week now. So when is it gonna get resolved?\n\nChannel 0: Yeah. Just to be transparent, they did not provide us any time frame, but they are just saying they are closely working on this to resolve as soon as possible. Because some of the customers are already back on track in reference and working normal, and some of customers, I think it's includes your account. And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right now. Have you tried the instruction they've sent\n\nChannel 1: Yes.\n\nChannel 0: to\n\nChannel 1: I've\n\nChannel 0: check your\n\nChannel 1: tried\n\nChannel 0: TV settings?\n\nChannel 1: yeah. I've tried everything. I I don't know what to do with the TV. I can't figure that out, but I've restarted the modem and stuff, and nothing seems to work.\n\nChannel 0: Okay. I'm so sorry. I understand that repeatedly offering apologize is not the resolution for this. But on my end, I would love to say this. We sincerely apologize for this inconvenience caused.\n\nBut here's what I'm going to do. I will personally endorse your account to our tech rep. In that way, once they came back from lunch, they can go ahead and try to call you. Are you at home right now? In that way, they could try to\n\nChannel 1: Yes.\n\nChannel 0: check or walk you through to things that\n\nChannel 1: I'm\n\nChannel 0: needs\n\nChannel 1: her.\n\nChannel 0: to check.\n\nChannel 1: Yeah. I'm\n\nChannel 0: Okay.\n\nChannel 1: her.\n\nChannel 0: Sure. Sure, Rhianna. I will endorse it. In that way, they could call you and try this necessary action they or instruction they sent earlier today and yesterday. Maybe it will work, but rest assured you will get a callback.\n\nChannel 1: Okay. When when is the break gonna finish? So many. I\n\nChannel 0: Let me\n\nChannel 1: think\n\nChannel 0: check the time here. One\n\nChannel 1: Yep.\n\nChannel 0: moment. Okay? One. Okay. They will be back around the time here.\n\nTwelve just bear with me. I'm checking what time they took. Around 04:15PM, they will be back.\n\nChannel 1: 04:50? Okay.\n\nChannel 0: Yes. 04:15.\n\nChannel 1: Alright. Thank you.\n\nChannel 0: Thank\n\nChannel 1: Thanks.\n\nChannel 0: you, Rhianna. Please\n\nChannel 1: Thanks.\n\nChannel 0: keep your line open. And, again, I do apologize for this inconvenience. Have a good one, and be safe always.\n\nChannel 1: Okay. Thanks. You too.\n\nChannel 0: Thank\n\nChannel 1: Bye.\n\nChannel 0: you. Bye bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.32074931263923645},{"text":"Thank you so much for calling your account.","start":1.1999999,"end":3.3,"sentiment":"positive","sentiment_score":0.6245986595749855},{"text":"How may I help you today?","start":3.4399998,"end":4.8199997,"sentiment":"positive","sentiment_score":0.5441603163878123}],"sentiment":"positive","sentiment_score":0.5721666991710663,"channel":0,"num_words":15,"start":0.88,"end":4.8199997},{"sentences":[{"text":"Hi.","start":5.68,"end":6.0,"sentiment":"neutral","sentiment_score":-0.0239284448325634},{"text":"I've had a problem with my Internet, and it's been going on for a whole week.","start":6.0,"end":10.48,"sentiment":"neutral","sentiment_score":-0.2955778641626239},{"text":"I've sent emails.","start":10.48,"end":11.44,"sentiment":"neutral","sentiment_score":-0.3233841458956401},{"text":"I've been calling every single day, 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bye.","start":239.95,"end":240.61,"sentiment":"neutral","sentiment_score":0.09461432322859764}],"sentiment":"neutral","sentiment_score":0.13233226289351782,"channel":0,"num_words":3,"start":239.55,"end":240.61},{"sentences":[{"text":"Bye.","start":240.73894,"end":241.23894,"sentiment":"neutral","sentiment_score":-0.08734315633773804}],"sentiment":"neutral","sentiment_score":-0.08734315633773804,"channel":1,"num_words":1,"start":240.73894,"end":241.23894}]},"summary":{"result":"success","short":"The customer has been experiencing issues with their internet for a week and has been trying to resolve the issue. The representative apologizes for the inconvenience and promises to escalate the issue to the tech department to resolve it quickly. The representative also offers to personally endorse the customer's account and provide instructions on how to troubleshoot the issue."},"intents":{"segments":[{"text":"I've had a problem with my Internet, and it's been going on for a whole week. I've sent emails. I've been calling every single day, multiple times a day, and I'm just on hold for one whole hour until I hang up.","start_word":16,"end_word":57,"intents":[{"intent":"Resolve internet issue","confidence_score":0.21141696},{"intent":"Provide assistance with internet issue","confidence_score":0.005028564}]},{"text":"In that way, I could endorse you properly to now.","start_word":101,"end_word":110,"intents":[{"intent":"Endorse account","confidence_score":0.061778713}]},{"text":"our tech department who handles this JU IP issue. What is your phone number and your full name?","start_word":111,"end_word":128,"intents":[{"intent":"Provide company's information","confidence_score":0.00017376254}]},{"text":"What is your phone number and your full name?","start_word":120,"end_word":128,"intents":[{"intent":"Provide phone number","confidence_score":0.16035609},{"intent":"Identify caller","confidence_score":0.002414678},{"intent":"Provide account information","confidence_score":0.00039764913},{"intent":"Provide account information","confidence_score":0.00031299237}]},{"text":"What is your phone number and your full name? 0466215221.","start_word":120,"end_word":129,"intents":[{"intent":"Provide email address","confidence_score":0.0019346765}]},{"text":"And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right now.","start_word":273,"end_word":296,"intents":[{"intent":"Inform tech rep about break","confidence_score":0.0058375215}]},{"text":"Thank Bye. you.","start_word":568,"end_word":570,"intents":[{"intent":"End call","confidence_score":0.075707264},{"intent":"End call","confidence_score":0.2085076}]},{"text":"Bye.","start_word":573,"end_word":573,"intents":[{"intent":"Information","confidence_score":0.00006966774},{"intent":"Planning","confidence_score":0.0036762552}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.32074931263923645},{"text":"Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.5888024568557739},{"text":"Hi. I've had a problem with my Internet, and it's been going on for a whole week. I've sent emails.","start_word":15,"end_word":34,"sentiment":"neutral","sentiment_score":-0.2744569182395935},{"text":"I've been calling every single day, multiple times a day, and I'm just on hold for one whole hour until I hang up. Now this has affected my work a lot.","start_word":35,"end_word":65,"sentiment":"negative","sentiment_score":-0.44238921999931335},{"text":"I work from home, and I haven't been able to work from home, and I need this resolved right Oh, I'm so sorry to hear about that. I'll just need to pull out your account. In that way, I could endorse you properly to now. our tech department who handles this JU IP issue. What is your phone number and your full name? 0466215221. Name is Rhianna Sando. Thank you, Riana. So, yes, I could see in here they just provide this update today that some of customers are still having an issue with this Internet and streaming that they're using. And, also, our team is closely doing further investigation as much as they can as we love to have it resolved. As of today, they're still saying it's under investigation. Well, that's been going this has been going on for, like, a week now. So when is it gonna get resolved? Yeah. Just to be transparent, they did not provide us any time frame, but they are just saying they are closely working on this to resolve as soon as possible. Because some of the customers are already back on track in reference and working normal, and some of customers, I think it's includes your account. And if I may ask, in that way, I could tell also to our tech rep, which is currently on a break right now. Have you tried the instruction they've sent Yes. to I've check your tried TV settings? yeah. I've tried everything. I I don't know what to do with the TV. I can't figure that out, but I've restarted the modem and stuff, and nothing seems to work. Okay. I'm so sorry. I understand that repeatedly offering apologize is not the resolution for this. But on my end, I would love to say this. We sincerely apologize for this inconvenience caused. But here's what I'm going to do. I will personally endorse your account to our tech rep. In that way, once they came back from lunch, they can go ahead and try to call you. Are you at home right now? In that way, they could try to Yes. check or walk you through to things that I'm needs her. to check. Yeah. I'm Okay. her. Sure. Sure, Rhianna. I will endorse it. In that way, they could call you and try this necessary action they or instruction they sent earlier today and yesterday. Maybe it will work, but rest assured you will get a callback. Okay. When when is the break gonna finish? So many. I Let me think check the time here. One Yep. moment. Okay? One. Okay. They will be back around the time here. Twelve just bear with me. I'm checking what time they took. Around 04:15PM, they will be back. 04:50? Okay. Yes. 04:15. Alright.","start_word":66,"end_word":535,"sentiment":"neutral","sentiment_score":-0.023102684691548348},{"text":"Thank you. Thank Thanks. you, Rhianna. Please keep Thanks. your line open.","start_word":536,"end_word":547,"sentiment":"positive","sentiment_score":0.4639300405979157},{"text":"And, again, I do apologize for this inconvenience.","start_word":548,"end_word":555,"sentiment":"neutral","sentiment_score":0.11193179339170456},{"text":"Have a good one, and be safe always.","start_word":556,"end_word":563,"sentiment":"positive","sentiment_score":0.49665483832359314},{"text":"Okay.","start_word":564,"end_word":564,"sentiment":"neutral","sentiment_score":0.2988746464252472},{"text":"Thanks. You too. Thank Bye.","start_word":565,"end_word":569,"sentiment":"positive","sentiment_score":0.38789406418800354},{"text":"you. Bye bye. Bye.","start_word":570,"end_word":573,"sentiment":"neutral","sentiment_score":0.14391151815652847}],"average":{"sentiment":"neutral","sentiment_score":-0.011487663848490657}}}}