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Regarding the issue you experienced, it was noted here that the cable were incorrectly plugged in. That's why Yeah. No. Not okay. Mhmm. Mhmm. Do you remember the representative team, like, the technician who told you that you should plug it into the LAN instead of WAN? So it's working even though it's connected to the LAN? Mhmm. Is it the mail? Mhmm. Just to confirm that you had spoke with a representative which told you to plug it into the LAN. Is it a woman or guy? Who told you? Okay. Mhmm. Mhmm. Okay. So regarding the compensation, is it okay if I coordinate this first through accounts department? Then I'll get back to you for confirmation. Mhmm. Okay then. May I know what is the payment method you're using before? May I know what payment method are you using before? Is it via debit card or credit card? Okay. Okay. You can pay yeah. You can pay via credit card as well. Actually, I cannot check that one. I'll have to confirm that as well to our accounts department. Yes. That's Mhmm. Yeah. I understand. Okay then. Mhmm. Okay. I'll confirm that as well with our accounts department, then I'll get back to you. Is that okay? I'll give you a callback. Okay. Sure. If I cannot reach you out, I'll inform our accounts department to send you an email instead for you to spoke with them directly. Okay. Yeah. You're welcome. No worries. You're welcome. 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Good morning. This is Maureen from Ertog tech support. Sorry. We missed your call a while ago.\n\nYeah. Yeah. And yes. Hello? Mhmm.\n\nYeah. So it's mhmm. Yeah. And yeah. Mhmm.\n\nRegarding the issue you experienced, it was noted here that the cable were incorrectly plugged in. That's why Yeah. No. Not okay. Mhmm.\n\nMhmm. Do you remember the representative team, like, the technician who told you that you should plug it into the LAN instead of WAN? So it's working even though it's connected to the LAN? Mhmm. Is it the mail?\n\nMhmm. Just to confirm that you had spoke with a representative which told you to plug it into the LAN. Is it a woman or guy? Who told you? Okay.\n\nMhmm. Mhmm. Okay. So regarding the compensation, is it okay if I coordinate this first through accounts department? Then I'll get back to you for confirmation.\n\nMhmm. Okay then. May I know what is the payment method you're using before? May I know what payment method are you using before? 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This is Sophie. My issue is My issue was sorted yesterday. And I just I just wanted to ask because I haven't had Internet for I think it it was now six days because it was from the fourth fourth, fifth, sixth, seventh, eighth, then ninth was the was the sixth day. So we might be compensated for the six days without having Internet because it was sorted almost midnight yesterday. Yeah. So basically, on the ninth, I still didn't have Internet. Yeah. Because when I was called because it wasn't on my side. It was on the technical people's side. But when I got the router, yeah, I called them, and they directed me on what to do. Right? And I was told put the yellow cable in LAN, which I did. And then on the wall, put the yellow cable on the Internet three, which I did. And my Internet was working. It was working since I got it and from the directive I I was given. So if I had not done the right thing, it wouldn't have worked straight away. But it worked for I think it was two weeks, and then, boom, it stopped working. So it wasn't on my side. It was on your and it was on the technical side. For me, I just followed all the directives that I was given. And if I didn't follow the instruction, the day I was given the router, I still wouldn't have had Internet. But I did have Internet, and I was online for, I think, two weeks. And then it stopped working again, and I've not changed anything. Yeah. I I can't remember, but whoever helped me, that time, my Internet still work. Yeah. Yeah. So that time when I got my router, I got directive from you guys from one of the technical person. And whatever I was told no. It was on a phone call. So whatever I was told, that's what I did, and my Internet was working. And then one time on the fourth when I came home, it wasn't working, and I've not touched the cable. I've not done anything because it's usually up on the wall. So for me to even access it, I have to, like, stand on top of something. So I usually don't touch it. And then it went it wasn't working, and then I was like, what's wrong? And then I went I turned everything off. Okay. No. No. No. No. Before I even did that, I called you guys, and then I was told because there was a reboot. I need to turn everything off for twenty minutes, which I did. And then I was told if it's not working, I give you guys a call, which I did straight away, and it still it still wasn't working. Yeah. I I think it was a guy. It was a guy. Yeah. But I can't remember the name. I don't remember the name because it was still working. So maybe after you guys did the reboot and then maybe some settings changed, and now maybe that's why. Because you'd one of you guys told me that, oh, there's been a reboot, and maybe that's why your Internet is not working. And I was told to put all those passwords, which I didn't have to because on my side, everything was right. And yeah. So I thought maybe that reboot and maybe after the reboot now, I had to maybe change it to the WN, which the guy told me yesterday, and that was it. It's it's I was back online. You know? Yeah. Yeah. Yeah. And when am I supposed to pay for my Internet? Payment what? Yeah. It's debit. Oh, credit card, I think. Yeah. Credit card. So was it was my is my account direct debit or what? Okay. Because I'm not sure. Because when I was when I paid, I was just given some accounts to pay. So I don't know if that's the same thing I need to do, because I don't wanna be late with my payments too because I have, like, a fee on top if I'm late. That's why I keep on asking when am I supposed to pay and what amount. Yeah. It wasn't communicated clearly. Right. Yeah. Maybe if you can get the account to maybe send me an email, I'll really appreciate. Yeah. If it's a direct debit or I need to keep on paying every, like, every month and the exact date I need to pay so that I'm not late. Yeah. Yeah. I'll be at work from three to 10:45. So in case I don't take the call, maybe just send me an email, please. Okay. Okay. Alright. Thank you so much for your time. Sorry. I'm just yawning. Sorry. Thank you for your time. Thanks. Okay. Bye. Have a good day. You too. 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This is Sophie. My issue is My issue was sorted yesterday. And I just I just wanted to ask because I haven't had Internet for I think it it was now six days because it was from the fourth fourth, fifth, sixth, seventh, eighth, then ninth was the was the sixth day. So we might be compensated for the six days without having Internet because it was sorted almost midnight yesterday.\n\nYeah. So basically, on the ninth, I still didn't have Internet. Yeah. Because when I was called because it wasn't on my side. It was on the technical people's side.\n\nBut when I got the router, yeah, I called them, and they directed me on what to do. Right? And I was told put the yellow cable in LAN, which I did. And then on the wall, put the yellow cable on the Internet three, which I did. And my Internet was working.\n\nIt was working since I got it and from the directive I I was given. So if I had not done the right thing, it wouldn't have worked straight away. But it worked for I think it was two weeks, and then, boom, it stopped working. So it wasn't on my side. It was on your and it was on the technical side.\n\nFor me, I just followed all the directives that I was given. And if I didn't follow the instruction, the day I was given the router, I still wouldn't have had Internet. But I did have Internet, and I was online for, I think, two weeks. And then it stopped working again, and I've not changed anything. Yeah.\n\nI I can't remember, but whoever helped me, that time, my Internet still work. Yeah. Yeah. So that time when I got my router, I got directive from you guys from one of the technical person. And whatever I was told no.\n\nIt was on a phone call. So whatever I was told, that's what I did, and my Internet was working. And then one time on the fourth when I came home, it wasn't working, and I've not touched the cable. I've not done anything because it's usually up on the wall. So for me to even access it, I have to, like, stand on top of something.\n\nSo I usually don't touch it. And then it went it wasn't working, and then I was like, what's wrong? And then I went I turned everything off. Okay. No.\n\nNo. No. No. Before I even did that, I called you guys, and then I was told because there was a reboot. I need to turn everything off for twenty minutes, which I did.\n\nAnd then I was told if it's not working, I give you guys a call, which I did straight away, and it still it still wasn't working. Yeah. I I think it was a guy. It was a guy. Yeah.\n\nBut I can't remember the name. I don't remember the name because it was still working. So maybe after you guys did the reboot and then maybe some settings changed, and now maybe that's why. Because you'd one of you guys told me that, oh, there's been a reboot, and maybe that's why your Internet is not working. And I was told to put all those passwords, which I didn't have to because on my side, everything was right.\n\nAnd yeah. So I thought maybe that reboot and maybe after the reboot now, I had to maybe change it to the WN, which the guy told me yesterday, and that was it. It's it's I was back online. You know? Yeah.\n\nYeah. Yeah. And when am I supposed to pay for my Internet? Payment what? Yeah.\n\nIt's debit. Oh, credit card, I think. Yeah. Credit card. So was it was my is my account direct debit or what?\n\nOkay. Because I'm not sure. Because when I was when I paid, I was just given some accounts to pay. So I don't know if that's the same thing I need to do, because I don't wanna be late with my payments too because I have, like, a fee on top if I'm late. That's why I keep on asking when am I supposed to pay and what amount.\n\nYeah. It wasn't communicated clearly. Right. Yeah. Maybe if you can get the account to maybe send me an email, I'll really appreciate.\n\nYeah. If it's a direct debit or I need to keep on paying every, like, every month and the exact date I need to pay so that I'm not late. Yeah. Yeah. I'll be at work from three to 10:45.\n\nSo in case I don't take the call, maybe just send me an email, please. Okay. Okay. Alright. Thank you so much for your time.\n\nSorry. I'm just yawning. Sorry. Thank you for your time. Thanks.\n\nOkay. Bye. Have a good day. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Marty.","start":9.92,"end":10.639999,"sentiment":"neutral","sentiment_score":0.12160130590200424},{"text":"This is Sophie.","start":10.639999,"end":11.54,"sentiment":"neutral","sentiment_score":0.11538493384917577},{"text":"My issue is My issue was sorted yesterday.","start":14.4,"end":18.565,"sentiment":"neutral","sentiment_score":0.012130421353504062},{"text":"And I just I just wanted to ask because I haven't had Internet for I think it it was now six days because it was from the fourth fourth, fifth, sixth, seventh, eighth, then ninth was the was the sixth day.","start":21.425,"end":42.06,"sentiment":"neutral","sentiment_score":-0.0752347255261933},{"text":"So we might be compensated for the six days without having Internet because it was sorted almost midnight yesterday.","start":43.235,"end":51.335,"sentiment":"neutral","sentiment_score":-0.08361846365426716}],"sentiment":"neutral","sentiment_score":-0.054616079066101816,"num_words":73,"start":9.92,"end":51.335},{"sentences":[{"text":"Yeah.","start":52.754997,"end":53.074997,"sentiment":"neutral","sentiment_score":-0.0511513277888298},{"text":"So basically, on the ninth, I still didn't have Internet.","start":53.074997,"end":57.015,"sentiment":"neutral","sentiment_score":-0.18129062056541442},{"text":"Yeah.","start":70.98,"end":71.48,"sentiment":"neutral","sentiment_score":-0.09207287430763245},{"text":"Because when I was called because it wasn't on my side.","start":74.265,"end":78.185,"sentiment":"neutral","sentiment_score":-0.17967397787354208},{"text":"It was on the technical people's side.","start":78.185,"end":80.185,"sentiment":"neutral","sentiment_score":-0.17654484723295485}],"sentiment":"neutral","sentiment_score":-0.17227860316634178,"num_words":30,"start":52.754997,"end":80.185},{"sentences":[{"text":"But when I got the router, yeah, I called them, and they directed me on what to do.","start":80.185,"end":88.04,"sentiment":"neutral","sentiment_score":-0.0944096315652132},{"text":"Right?","start":88.740005,"end":89.240005,"sentiment":"neutral","sentiment_score":-0.045913223177194595},{"text":"And I was told put the yellow cable in LAN, which I did.","start":89.46001,"end":95.22,"sentiment":"neutral","sentiment_score":-0.07392166125086638},{"text":"And then on the wall, put the yellow cable on the Internet three, which I did.","start":95.22,"end":101.235,"sentiment":"neutral","sentiment_score":-0.05186447640880942},{"text":"And my Internet was 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no.","start":189.16501,"end":192.445,"sentiment":"neutral","sentiment_score":-0.04347531124949455}],"sentiment":"neutral","sentiment_score":0.04703893195948608,"num_words":42,"start":159.02,"end":192.445},{"sentences":[{"text":"It was on a phone call.","start":192.445,"end":194.225,"sentiment":"neutral","sentiment_score":-0.10551729177435239},{"text":"So whatever I was told, that's what I did, and my Internet was working.","start":194.52501,"end":199.485,"sentiment":"neutral","sentiment_score":-0.04726735529090677},{"text":"And then one time on the fourth when I came home, it wasn't working, and I've not touched the cable.","start":199.485,"end":205.65,"sentiment":"neutral","sentiment_score":-0.3329970806837082},{"text":"I've not done anything because it's usually up on the wall.","start":206.11,"end":210.34999,"sentiment":"negative","sentiment_score":-0.40233377705920825},{"text":"So for me to even access it, I have to, like, stand on top of 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off.","start":223.465,"end":226.425,"sentiment":"neutral","sentiment_score":-0.25825136713683605},{"text":"Okay.","start":226.425,"end":226.745,"sentiment":"neutral","sentiment_score":-0.16737332940101624},{"text":"No.","start":226.745,"end":227.065,"sentiment":"negative","sentiment_score":-0.3956710696220398}],"sentiment":"neutral","sentiment_score":-0.29760534514983494,"num_words":30,"start":216.90999,"end":227.065},{"sentences":[{"text":"No.","start":227.065,"end":227.225,"sentiment":"negative","sentiment_score":-0.4032871127128601},{"text":"No.","start":227.225,"end":227.30501,"sentiment":"negative","sentiment_score":-0.4222060739994049},{"text":"No.","start":227.30501,"end":227.705,"sentiment":"negative","sentiment_score":-0.4105723798274994},{"text":"Before I even did that, I called you guys, and then I was told because there was a reboot.","start":227.705,"end":234.68001,"sentiment":"neutral","sentiment_score":-0.3055757009669354},{"text":"I need to turn everything off for twenty minutes, which I did.","start":234.74,"end":239.22,"sentiment":"neutral","sentiment_score":-0.292756050825119}],"sentiment":"neutral","sentiment_score":-0.3104434263180284,"num_words":34,"start":227.065,"end":239.22},{"sentences":[{"text":"And then I was told if it's not working, I give you guys a call, which I did straight away, and it still it still wasn't working.","start":239.22,"end":248.20001,"sentiment":"neutral","sentiment_score":-0.24867617973574885},{"text":"Yeah.","start":248.945,"end":249.445,"sentiment":"neutral","sentiment_score":-0.04253491759300232},{"text":"I I think it was a guy.","start":265.14,"end":267.08002,"sentiment":"neutral","sentiment_score":-0.05398008280566761},{"text":"It was a guy.","start":268.74002,"end":270.04,"sentiment":"neutral","sentiment_score":-0.03825136413797736},{"text":"Yeah.","start":270.74002,"end":271.06,"sentiment":"neutral","sentiment_score":-0.019956674426794052}],"sentiment":"neutral","sentiment_score":-0.18269036202691497,"num_words":40,"start":239.22,"end":271.06},{"sentences":[{"text":"But I can't remember the name.","start":271.06,"end":273.56,"sentiment":"neutral","sentiment_score":-0.1792848246792952},{"text":"I don't remember the name because it was still working.","start":274.35498,"end":277.735,"sentiment":"neutral","sentiment_score":-0.2532782003283501},{"text":"So maybe after you guys did the reboot and then maybe some settings changed, and now maybe that's why.","start":277.79498,"end":286.115,"sentiment":"neutral","sentiment_score":-0.24867194341985802},{"text":"Because you'd one of you guys told me that, oh, there's been a reboot, and maybe that's why your Internet is not 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know?","start":316.0,"end":316.58002,"sentiment":"neutral","sentiment_score":0.02215681318193674},{"text":"Yeah.","start":318.0,"end":318.5,"sentiment":"neutral","sentiment_score":0.08379734307527542}],"sentiment":"neutral","sentiment_score":-0.04765870799088762,"num_words":42,"start":301.385,"end":318.5},{"sentences":[{"text":"Yeah.","start":328.08002,"end":328.58002,"sentiment":"neutral","sentiment_score":0.05536898225545883},{"text":"Yeah.","start":329.775,"end":330.17502,"sentiment":"neutral","sentiment_score":0.036929987370967865},{"text":"And when am I supposed to pay for my Internet?","start":330.17502,"end":334.195,"sentiment":"neutral","sentiment_score":-0.010910623893141746},{"text":"Payment 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amount.","start":405.84,"end":411.46,"sentiment":"neutral","sentiment_score":-0.22309888005256653}],"sentiment":"neutral","sentiment_score":-0.22061424302882043,"num_words":69,"start":385.445,"end":411.46},{"sentences":[{"text":"Yeah.","start":411.91998,"end":412.41998,"sentiment":"neutral","sentiment_score":-0.03865335136651993},{"text":"It wasn't communicated clearly.","start":414.015,"end":416.515,"sentiment":"neutral","sentiment_score":-0.07874552812427282},{"text":"Right.","start":416.655,"end":417.055,"sentiment":"neutral","sentiment_score":0.038558073341846466},{"text":"Yeah.","start":417.055,"end":417.555,"sentiment":"neutral","sentiment_score":0.138633131980896},{"text":"Maybe if you can get the account to maybe send me an email, I'll really appreciate.","start":417.615,"end":424.675,"sentiment":"neutral","sentiment_score":0.288955538533628}],"sentiment":"neutral","sentiment_score":0.1933410590433556,"num_words":23,"start":411.91998,"end":424.675},{"sentences":[{"text":"Yeah.","start":425.295,"end":425.795,"sentiment":"neutral","sentiment_score":0.09188005328178406},{"text":"If it's a direct debit or I need to keep on paying every, like, every month and the exact date I need to pay so that I'm not late.","start":426.24,"end":436.34,"sentiment":"neutral","sentiment_score":-0.009081271081632966},{"text":"Yeah.","start":437.44,"end":437.94,"sentiment":"neutral","sentiment_score":0.05023821443319321},{"text":"Yeah.","start":446.985,"end":447.305,"sentiment":"neutral","sentiment_score":0.05529968813061714},{"text":"I'll be at work from three to 10:45.","start":447.305,"end":450.445,"sentiment":"neutral","sentiment_score":0.04629133176058531}],"sentiment":"neutral","sentiment_score":0.007609793714073021,"num_words":40,"start":425.295,"end":450.445},{"sentences":[{"text":"So in case I don't take the call, maybe just send me an email, please.","start":450.53,"end":455.51,"sentiment":"neutral","sentiment_score":0.004871478428443273},{"text":"Okay.","start":457.65002,"end":458.15002,"sentiment":"neutral","sentiment_score":0.03139818459749222},{"text":"Okay.","start":468.785,"end":468.86502,"sentiment":"neutral","sentiment_score":0.05007648468017578},{"text":"Alright.","start":468.86502,"end":469.36502,"sentiment":"neutral","sentiment_score":0.13983747363090515},{"text":"Thank you so much for your time.","start":469.58502,"end":471.98502,"sentiment":"positive","sentiment_score":0.35579520038196016}],"sentiment":"neutral","sentiment_score":0.11139802888035774,"num_words":25,"start":450.53,"end":471.98502},{"sentences":[{"text":"Sorry.","start":471.98502,"end":472.385,"sentiment":"neutral","sentiment_score":-0.03981303423643112},{"text":"I'm just yawning.","start":472.385,"end":473.52502,"sentiment":"neutral","sentiment_score":-0.05452194313208262},{"text":"Sorry.","start":473.665,"end":474.165,"sentiment":"neutral","sentiment_score":0.1290988326072693},{"text":"Thank you for your time.","start":474.225,"end":475.58502,"sentiment":"positive","sentiment_score":0.3711546897888184},{"text":"Thanks.","start":475.58502,"end":476.08502,"sentiment":"neutral","sentiment_score":0.18682214617729187}],"sentiment":"neutral","sentiment_score":0.17893777855417944,"num_words":11,"start":471.98502,"end":476.08502},{"sentences":[{"text":"Okay.","start":477.265,"end":477.745,"sentiment":"positive","sentiment_score":0.4890974760055542},{"text":"Bye.","start":477.745,"end":477.98502,"sentiment":"positive","sentiment_score":0.5145699381828308},{"text":"Have a good day.","start":477.98502,"end":479.345,"sentiment":"positive","sentiment_score":0.6628774404525757},{"text":"You too.","start":479.345,"end":479.825,"sentiment":"positive","sentiment_score":0.43433089554309845},{"text":"Bye.","start":479.825,"end":480.325,"sentiment":"neutral","sentiment_score":-0.09643874317407608}],"sentiment":"positive","sentiment_score":0.49193335821231204,"num_words":9,"start":477.265,"end":480.325}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Ertog tech support. Sorry. We missed your call a while ago.\n\nChannel 1: Hi, Marty. This is Sophie.\n\nChannel 0: Yeah. Yeah. And\n\nChannel 1: My\n\nChannel 0: yes. Hello?\n\nChannel 1: issue is My issue was sorted yesterday.\n\nChannel 0: Mhmm. Yeah. So\n\nChannel 1: And I\n\nChannel 0: it's\n\nChannel 1: just\n\nChannel 0: mhmm.\n\nChannel 1: I just wanted to ask because I haven't had Internet for I think it it was now six days because it was from the fourth fourth, fifth, sixth, seventh, eighth, then ninth was the was the sixth day. So we might be compensated for the six days without having Internet because it was sorted almost midnight yesterday.\n\nChannel 0: Yeah.\n\nChannel 1: Yeah. So\n\nChannel 0: And\n\nChannel 1: basically, on the ninth, I still didn't have Internet.\n\nChannel 0: yeah. Mhmm. Regarding the issue you experienced, it was noted here that the cable were incorrectly plugged in. That's\n\nChannel 1: Yeah.\n\nChannel 0: why Yeah.\n\nChannel 1: Because when I was called because it wasn't on my side. It was on the technical people's side. But when I got the router, yeah, I called them, and they directed me on what to do. Right? And I was told put the yellow cable in LAN, which I did.\n\nAnd then on the wall, put the yellow cable on the Internet three, which I did. And my Internet was working. It was working since I got it and from the directive I I was given. So if I had not done the right thing, it wouldn't have worked straight away. But it\n\nChannel 0: No.\n\nChannel 1: worked\n\nChannel 0: Not okay.\n\nChannel 1: for I think it was two weeks, and then, boom, it stopped working. So it wasn't on my side. It was on your and it was on the technical side. For me, I just followed all the directives that I was given. And if I didn't follow the instruction, the day I was given the router, I still wouldn't have had Internet.\n\nBut I did have Internet, and I was online for, I think, two weeks. And then it stopped working again, and I've not changed anything.\n\nChannel 0: Mhmm. Mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Do you remember the representative team, like, the technician who told you that you should\n\nChannel 1: I\n\nChannel 0: plug it into the LAN instead of WAN?\n\nChannel 1: I can't remember, but whoever helped me, that time, my Internet still work.\n\nChannel 0: So it's working\n\nChannel 1: Yeah.\n\nChannel 0: even though it's connected to the LAN?\n\nChannel 1: Yeah. So that time\n\nChannel 0: Mhmm.\n\nChannel 1: when I got my router, I got directive from you guys from one of the technical person. And\n\nChannel 0: Is\n\nChannel 1: whatever\n\nChannel 0: it the\n\nChannel 1: I\n\nChannel 0: mail?\n\nChannel 1: was told\n\nChannel 0: Mhmm.\n\nChannel 1: no. It was on a phone call. So whatever I was told, that's what I did, and my Internet was working. And then one time on the fourth when I came home, it wasn't working, and I've not touched the cable. I've not done anything because it's usually up on the wall.\n\nSo for me to even access it, I have to, like, stand on top of something. So I usually don't touch it. And then it went it wasn't working, and then I was like, what's wrong? And then I went I turned everything off. Okay.\n\nNo. No. No. No. Before I even did that, I called you guys, and then I was told because there was a reboot.\n\nI need to turn everything off for twenty minutes, which I did. And then I was told if it's not working, I give you guys a call, which I did straight away, and it still it still wasn't working. Yeah.\n\nChannel 0: Just to confirm that you had spoke with a representative which told you to plug it into the LAN. Is it a woman or guy?\n\nChannel 1: I I think it was a guy.\n\nChannel 0: Who told\n\nChannel 1: It was\n\nChannel 0: you?\n\nChannel 1: a guy.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. But I can't remember the name. I don't remember the name because it was still working. So maybe after you guys did the reboot and then maybe some settings changed, and now maybe that's why. Because you'd one of you guys told me that, oh, there's been a reboot, and maybe that's why your Internet is not working.\n\nAnd I was told to put all those passwords, which I\n\nChannel 0: Mhmm.\n\nChannel 1: didn't have to because on my side, everything was right. And yeah. So I thought maybe that reboot and maybe after the reboot now, I had to maybe change it to the WN, which the guy told me yesterday,\n\nChannel 0: Mhmm.\n\nChannel 1: and that was it. It's it's I was back online. You know?\n\nChannel 0: Okay.\n\nChannel 1: Yeah.\n\nChannel 0: So regarding the compensation, is it okay if I coordinate this first through accounts department? Then I'll get back to you for confirmation.\n\nChannel 1: Yeah.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. And\n\nChannel 0: Okay\n\nChannel 1: when\n\nChannel 0: then.\n\nChannel 1: am I supposed to pay for my Internet?\n\nChannel 0: May I know what is the payment method you're using before?\n\nChannel 1: Payment what?\n\nChannel 0: May I know what payment method are you using before? Is it via debit card or credit card?\n\nChannel 1: Yeah. It's debit. Oh,\n\nChannel 0: Okay.\n\nChannel 1: credit card, I think. Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Credit\n\nChannel 0: You can\n\nChannel 1: card.\n\nChannel 0: pay yeah. You can pay via credit card as\n\nChannel 1: So was it was my is my account direct debit or what?\n\nChannel 0: well. Actually, I cannot check that one. I'll have to confirm that as well to our accounts department.\n\nChannel 1: Okay. Because\n\nChannel 0: Yes.\n\nChannel 1: I'm not\n\nChannel 0: That's\n\nChannel 1: sure.\n\nChannel 0: Mhmm.\n\nChannel 1: Because when I was when I paid, I was just given some accounts to pay. So I don't know if that's the same thing I need to do, because I don't wanna be late with my payments too because I have, like, a fee on top if I'm late. That's why I keep on asking when am I supposed to pay and what amount. Yeah.\n\nChannel 0: Yeah. I\n\nChannel 1: It\n\nChannel 0: understand.\n\nChannel 1: wasn't communicated clearly. Right. Yeah. Maybe if you can get the account to maybe send me an email, I'll really appreciate. Yeah.\n\nIf it's\n\nChannel 0: Okay\n\nChannel 1: a\n\nChannel 0: then.\n\nChannel 1: direct debit or I need to keep on paying every, like, every month and the exact date I need to pay so that I'm not late. Yeah.\n\nChannel 0: Mhmm. Okay. I'll confirm that as well with our accounts department, then I'll get back to you. Is that okay? I'll give you a callback.\n\nChannel 1: Yeah. I'll be at work from three to 10:45. So in case I don't take the call, maybe just send me an email, please.\n\nChannel 0: Okay. Sure.\n\nChannel 1: Okay.\n\nChannel 0: If I cannot reach you out, I'll inform our accounts department to send you an email instead for you to spoke with them directly.\n\nChannel 1: Okay. Alright. Thank you so much\n\nChannel 0: Okay.\n\nChannel 1: for your time.\n\nChannel 0: Yeah.\n\nChannel 1: Sorry. I'm just yawning.\n\nChannel 0: You're welcome.\n\nChannel 1: Sorry. Thank you for your time. Thanks.\n\nChannel 0: No worries. You're welcome.\n\nChannel 1: Okay.\n\nChannel 0: Have\n\nChannel 1: Bye.\n\nChannel 0: a great\n\nChannel 1: Have\n\nChannel 0: day.\n\nChannel 1: a good day. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.96,"end":3.36,"sentiment":"neutral","sentiment_score":0.10796903073787688},{"text":"Good morning.","start":3.36,"end":4.0,"sentiment":"neutral","sentiment_score":0.32675352692604065},{"text":"This is Maureen from Ertog tech support.","start":4.0,"end":6.5,"sentiment":"neutral","sentiment_score":0.20445487754685537},{"text":"Sorry.","start":6.8799996,"end":7.2799997,"sentiment":"neutral","sentiment_score":-0.045761220157146454},{"text":"We missed your call a while ago.","start":7.2799997,"end":8.9,"sentiment":"neutral","sentiment_score":-0.14181739198310034}],"sentiment":"neutral","sentiment_score":0.0641209590766165,"channel":0,"num_words":18,"start":2.96,"end":8.9},{"sentences":[{"text":"Hi, Marty.","start":9.92,"end":10.639999,"sentiment":"neutral","sentiment_score":0.12160130590200424},{"text":"This is 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on the ninth, I still didn't have Internet.","start":53.394997,"end":57.015,"sentiment":"neutral","sentiment_score":-0.18966030908955467}],"sentiment":"neutral","sentiment_score":-0.18966030908955467,"channel":1,"num_words":9,"start":53.394997,"end":57.015},{"sentences":[{"text":"yeah.","start":58.05,"end":58.449997,"sentiment":"neutral","sentiment_score":-0.07583284378051758},{"text":"Mhmm.","start":58.449997,"end":58.949997,"sentiment":"neutral","sentiment_score":-0.03741062432527542},{"text":"Regarding the issue you experienced, it was noted here that the cable were incorrectly plugged 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please.","start":450.53,"end":455.51,"sentiment":"neutral","sentiment_score":0.004871478428443273}],"sentiment":"neutral","sentiment_score":0.020779271610081196,"channel":1,"num_words":24,"start":446.985,"end":455.51},{"sentences":[{"text":"Okay.","start":455.90002,"end":456.30002,"sentiment":"neutral","sentiment_score":0.05305087566375733},{"text":"Sure.","start":456.30002,"end":456.80002,"sentiment":"neutral","sentiment_score":0.06623014807701111}],"sentiment":"neutral","sentiment_score":0.059640511870384216,"channel":0,"num_words":2,"start":455.90002,"end":456.80002},{"sentences":[{"text":"Okay.","start":457.65002,"end":458.15002,"sentiment":"neutral","sentiment_score":0.03139818459749222}],"sentiment":"neutral","sentiment_score":0.03139818459749222,"channel":1,"num_words":1,"start":457.65002,"end":458.15002},{"sentences":[{"text":"If I cannot reach you out, I'll inform our accounts department to send you an email instead for you to spoke with them 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She explains that her internet was working fine for two weeks but stopped working again after a reboot. She also asks about her payment method and assures Marty that she will coordinate with accounts department to resolve the issue."},"intents":{"segments":[{"text":"And if I didn't follow the instruction, the day I was given the router, I still wouldn't have had Internet. But I did have Internet, and I was online for, I think, two weeks. And then it stopped working again, and I've not changed anything. Mhmm.","start_word":286,"end_word":331,"intents":[{"intent":"Fix router issue","confidence_score":0.31929135}]},{"text":"Just to confirm that you had spoke with a representative which told you to plug it into the LAN.","start_word":573,"end_word":591,"intents":[{"intent":"Confirm connection","confidence_score":0.011024971}]},{"text":"And I was told to put all those passwords, which Mhmm.","start_word":672,"end_word":682,"intents":[{"intent":"Update passwords","confidence_score":0.03509993}]},{"text":"So regarding the compensation, is it okay if I coordinate this first through accounts department?","start_word":738,"end_word":752,"intents":[{"intent":"Coordinate internet service","confidence_score":0.020756729}]},{"text":"when am I supposed to pay for my Internet? May I know what is the payment method you're using before? Payment what?","start_word":767,"end_word":788,"intents":[{"intent":"Determine payment method","confidence_score":0.012704429}]},{"text":"You can pay via credit card as So was it was my is my account direct debit or what? well.","start_word":825,"end_word":844,"intents":[{"intent":"Clarify payment method","confidence_score":0.019755116}]},{"text":"Actually, I cannot check that one. I'll have to confirm that as well to our accounts department. Okay. Because Yes.","start_word":844,"end_word":863,"intents":[{"intent":"Confirm account details","confidence_score":0.161327}]},{"text":"wasn't communicated clearly. Right. Yeah.","start_word":938,"end_word":942,"intents":[{"intent":"Communicate details","confidence_score":0.00038750534}]},{"text":"Maybe if you can get the account to maybe send me an email, I'll really appreciate. Yeah.","start_word":943,"end_word":959,"intents":[{"intent":"Send email","confidence_score":0.28299734}]},{"text":"I'll give you a callback. Yeah.","start_word":1012,"end_word":1017,"intents":[{"intent":"Provide callback information","confidence_score":0.0017461465}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Ertog tech support. Sorry. We missed your call a while ago. Hi, Marty. This is Sophie. Yeah. Yeah. And My yes. Hello? issue is My issue was sorted yesterday. Mhmm. Yeah. So And I it's just mhmm. I just wanted to ask because I haven't had Internet for I think it it was now six days because it was from the fourth fourth, fifth, sixth, seventh, eighth, then ninth was the was the sixth day. So we might be compensated for the six days without having Internet because it was sorted almost midnight yesterday. Yeah. Yeah. So And basically, on the ninth, I still didn't have Internet. yeah. Mhmm. Regarding the issue you experienced, it was noted here that the cable were incorrectly plugged in. That's Yeah. why Yeah. Because when I was called because it wasn't on my side. It was on the technical people's side. But when I got the router, yeah, I called them, and they directed me on what to do. Right? And I was told put the yellow cable in LAN, which I did. And then on the wall, put the yellow cable on the Internet three, which I did. And my Internet was working. It was working since I got it and from the directive I I was given. So if I had not done the right thing, it wouldn't have worked straight away. But it No.","start_word":0,"end_word":239,"sentiment":"neutral","sentiment_score":-0.07885036617517471},{"text":"worked Not okay.","start_word":240,"end_word":242,"sentiment":"negative","sentiment_score":-0.4474369883537293},{"text":"for I think it was two weeks, and then, boom, it stopped working. So it wasn't on my side. It was on your and it was on the technical side. For me, I just followed all the directives that I was given.","start_word":243,"end_word":284,"sentiment":"neutral","sentiment_score":-0.2243742197751999},{"text":"And if I didn't follow the instruction, the day I was given the router, I still wouldn't have had Internet.","start_word":285,"end_word":304,"sentiment":"negative","sentiment_score":-0.40043166279792786},{"text":"But I did have Internet, and I was online for, I think, two weeks.","start_word":305,"end_word":318,"sentiment":"neutral","sentiment_score":-0.07511838525533676},{"text":"And then it stopped working again, and I've not changed anything.","start_word":319,"end_word":329,"sentiment":"negative","sentiment_score":-0.4637991786003113},{"text":"Mhmm. Mhmm. Yeah. Do you remember the representative team, like, the technician who told you that you should I plug it into the LAN instead of WAN? I can't remember, but whoever helped me, that time, my Internet still work. So it's working Yeah. even though it's connected to the LAN? Yeah. So that time Mhmm. when I got my router, I got directive from you guys from one of the technical person. And Is whatever it the I mail? was told Mhmm. no. It was on a phone call. So whatever I was told, that's what I did, and my Internet was working.","start_word":330,"end_word":433,"sentiment":"neutral","sentiment_score":0.017568513751029968},{"text":"And then one time on the fourth when I came home, it wasn't working, and I've not touched the cable. I've not done anything because it's usually up on the wall.","start_word":434,"end_word":464,"sentiment":"negative","sentiment_score":-0.3775683045387268},{"text":"So for me to even access it, I have to, like, stand on top of something. So I usually don't touch it.","start_word":465,"end_word":486,"sentiment":"neutral","sentiment_score":-0.3117852509021759},{"text":"And then it went it wasn't working, and then I was like, what's wrong?","start_word":487,"end_word":500,"sentiment":"negative","sentiment_score":-0.3603499233722687},{"text":"And then I went I turned everything off. Okay.","start_word":501,"end_word":509,"sentiment":"neutral","sentiment_score":-0.24189600348472595},{"text":"No. No. No. No.","start_word":510,"end_word":513,"sentiment":"negative","sentiment_score":-0.40793415904045105},{"text":"Before I even did that, I called you guys, and then I was told because there was a reboot. I need to turn everything off for twenty minutes, which I did. And then I was told if it's not working, I give you guys a call, which I did straight away, and it still it still wasn't working. Yeah. Just to confirm that you had spoke with a representative which told you to plug it into the LAN. Is it a woman or guy? I I think it was a guy. Who told It was you? a guy. Okay. Yeah. But I can't remember the name. I don't remember the name because it was still working. So maybe after you guys did the reboot and then maybe some settings changed, and now maybe that's why. Because you'd one of you guys told me that, oh, there's been a reboot, and maybe that's why your Internet is not working. And I was told to put all those passwords, which Mhmm. I didn't have to because on my side, everything was right. And yeah. So I thought maybe that reboot and maybe after the reboot now, I had to maybe change it to the WN, which the guy told me yesterday, Mhmm. and that was it. It's it's I was back online. You know? Okay. Yeah. So regarding the compensation, is it okay if I coordinate this first through accounts department? Then I'll get back to you for confirmation. Yeah. Mhmm. Yeah. And Okay then. when am I supposed to pay for my Internet? May I know what is the payment method you're using before? Payment what? May I know what payment method are you using before? Is it via debit card or credit card? Yeah. It's debit. Oh, Okay. credit card, I think. Yeah. Okay. Credit You can card. pay yeah. You can pay via credit card as So was it was my is my account direct debit or what? well. Actually, I cannot check that one. I'll have to confirm that as well to our accounts department. Okay. Because Yes. I'm not That's sure. Mhmm. Because when I was when I paid, I was just given some accounts to pay. So I don't know if that's the same thing I need to do, because I don't wanna be late with my payments too because I have, like, a fee on top if I'm late. That's why I keep on asking when am I supposed to pay and what amount. Yeah. Yeah. I It understand. wasn't communicated clearly. Right. Yeah. Maybe if you can get the account to maybe send me an email, I'll really appreciate. Yeah. If it's Okay a then. direct debit or I need to keep on paying every, like, every month and the exact date I need to pay so that I'm not late. Yeah. Mhmm. Okay. I'll confirm that as well with our accounts department, then I'll get back to you. Is that okay? I'll give you a callback. Yeah. I'll be at work from three to 10:45. So in case I don't take the call, maybe just send me an email, please. Okay. Sure. Okay. If I cannot reach you out, I'll inform our accounts department to send you an email instead for you to spoke with them directly. Okay. Alright.","start_word":514,"end_word":1069,"sentiment":"neutral","sentiment_score":-0.08448157220971671},{"text":"Thank you so much Okay.","start_word":1070,"end_word":1074,"sentiment":"positive","sentiment_score":0.3671302199363709},{"text":"for your time. Yeah. Sorry. I'm just yawning. You're welcome. Sorry.","start_word":1075,"end_word":1085,"sentiment":"neutral","sentiment_score":0.08964718878269196},{"text":"Thank you for your time. Thanks. No worries. You're welcome. Okay. Have Bye. a great Have day. a good day. You too.","start_word":1086,"end_word":1107,"sentiment":"positive","sentiment_score":0.52264343066649},{"text":"Bye.","start_word":1108,"end_word":1108,"sentiment":"neutral","sentiment_score":0.23981937766075137}],"average":{"sentiment":"neutral","sentiment_score":-0.08687869209432571}}}}