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Okay. But after you enter the user the PPPoE username and password, does it say successful? But as you're checking the router's interface, the username and password is entered there correctly? It's showing? Okay. Hang on. Let me just check on our end. So for the username, it's 10090@airtel.net.au. And password is AirA123At100 90. Okay. Hang on. The router has indicator light. Is it color red still? Mhmm. How about the router? The TP Link. Okay. But your device is connected to it. Right? Mhmm. Are you using the mhmm. Okay. So you're using a LAN cable, Ethernet cable? Mhmm. To your laptop? Okay. Okay. Internet connection. Okay. So I'm going to send you another email asking for the pictures of your setup there and the screenshot of the router's interface where the PPPoE settings is visible, the username and password. Mhmm. I'm sorry? Yeah. Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly. Then you're set up there. Hang on. Let me just send this now. There you go. So that I can escalate the issue to the Supa network for them to check on the network side. Have you received the email? Okay. Yeah. Okay. So once I receive the picture, I'll review it, then I'll get back to you to further troubleshoot. Okay. We'll end this call for now, then we'll give you a callback then. Thank you. 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Good afternoon. This is Maureen from Erto tech support. How can I assist you with mhmm? Mhmm.\n\nYes. Hello, Tom. Mhmm. Is that the error message you're getting through the router's interface? Okay.\n\nBut after you enter the user the PPPoE username and password, does it say successful? But as you're checking the router's interface, the username and password is entered there correctly? It's showing? Okay. Hang on.\n\nLet me just check on our end. So for the username, it's 10090@airtel.net.au. And password is AirA123At100 90. Okay. Hang on.\n\nThe router has indicator light. Is it color red still? Mhmm. How about the router? The TP Link.\n\nOkay. But your device is connected to it. Right? Mhmm. Are you using the mhmm.\n\nOkay. So you're using a LAN cable, Ethernet cable? Mhmm. To your laptop? Okay.\n\nOkay. Internet connection. Okay. So I'm going to send you another email asking for the pictures of your setup there and the screenshot of the router's interface where the PPPoE settings is visible, the username and password. Mhmm.\n\nI'm sorry? Yeah. Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly. Then you're set up there. Hang on.\n\nLet me just send this now. There you go. So that I can escalate the issue to the Supa network for them to check on the network side. Have you received the email? Okay.\n\nYeah. Okay. So once I receive the picture, I'll review it, then I'll get back to you to further troubleshoot. Okay. We'll end this call for now, then we'll give you a callback then.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.17950469255447388},{"text":"Good afternoon.","start":2.0,"end":2.74,"sentiment":"positive","sentiment_score":0.3911556303501129},{"text":"This is Maureen from Erto tech support.","start":3.04,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.2664077707699367},{"text":"How can I assist you with mhmm?","start":6.24,"end":8.34,"sentiment":"neutral","sentiment_score":0.1489676120025771},{"text":"Mhmm.","start":9.36,"end":9.76,"sentiment":"neutral","sentiment_score":0.022619059309363365}],"sentiment":"neutral","sentiment_score":0.21622570510953665,"num_words":18,"start":1.5999999,"end":9.76},{"sentences":[{"text":"Yes.","start":9.76,"end":10.08,"sentiment":"neutral","sentiment_score":0.06990870833396912},{"text":"Hello, Tom.","start":10.08,"end":10.98,"sentiment":"neutral","sentiment_score":0.06821112334728241},{"text":"Mhmm.","start":24.275,"end":24.775,"sentiment":"neutral","sentiment_score":0.00009568268433213234},{"text":"Is that the error message you're getting through the router's interface?","start":56.635002,"end":60.45,"sentiment":"neutral","sentiment_score":-0.2245034710927443},{"text":"Okay.","start":78.085,"end":78.585,"sentiment":"neutral","sentiment_score":-0.003435365855693817}],"sentiment":"neutral","sentiment_score":-0.14165918188518845,"num_words":16,"start":9.76,"end":78.585},{"sentences":[{"text":"But after you enter the user the PPPoE username and password, does it say successful?","start":78.645,"end":85.384995,"sentiment":"neutral","sentiment_score":0.02222482847670714},{"text":"But as you're checking the router's interface, the username and password is entered there correctly?","start":104.025,"end":110.76501,"sentiment":"neutral","sentiment_score":-0.05533289487163226},{"text":"It's showing?","start":112.58501,"end":113.485,"sentiment":"neutral","sentiment_score":0.008426273590885103},{"text":"Okay.","start":142.965,"end":143.285,"sentiment":"neutral","sentiment_score":0.02481419593095779},{"text":"Hang on.","start":143.285,"end":143.685,"sentiment":"neutral","sentiment_score":0.015546883456408978}],"sentiment":"neutral","sentiment_score":-0.012110299597095166,"num_words":35,"start":78.645,"end":143.685},{"sentences":[{"text":"Let me just check on our end.","start":143.685,"end":147.36,"sentiment":"neutral","sentiment_score":0.029837448682103838},{"text":"So for the username, it's 10090@airtel.net.au.","start":163.80501,"end":169.585,"sentiment":"neutral","sentiment_score":0.030651670259733994},{"text":"And password is AirA123At100 90.","start":171.3,"end":176.68,"sentiment":"neutral","sentiment_score":0.023384949006140233},{"text":"Okay.","start":178.73999,"end":179.14,"sentiment":"neutral","sentiment_score":0.024667594581842422},{"text":"Hang on.","start":179.14,"end":179.88,"sentiment":"neutral","sentiment_score":0.005031895823776722}],"sentiment":"neutral","sentiment_score":0.025925156837772755,"num_words":21,"start":143.685,"end":179.88},{"sentences":[{"text":"The router has indicator light.","start":195.915,"end":198.075,"sentiment":"neutral","sentiment_score":-0.016236495226621628},{"text":"Is it color red still?","start":198.075,"end":213.0,"sentiment":"neutral","sentiment_score":-0.010830775275826455},{"text":"Mhmm.","start":213.7,"end":214.2,"sentiment":"neutral","sentiment_score":-0.013873127289116384},{"text":"How about the router?","start":215.16501,"end":216.225,"sentiment":"neutral","sentiment_score":-0.029808337800204754},{"text":"The TP Link.","start":217.16501,"end":218.30501,"sentiment":"neutral","sentiment_score":-0.040393631905317307}],"sentiment":"neutral","sentiment_score":-0.02164576259545154,"num_words":18,"start":195.915,"end":218.30501},{"sentences":[{"text":"Okay.","start":231.53,"end":231.85,"sentiment":"neutral","sentiment_score":0.03606642410159111},{"text":"But your device is connected to it.","start":231.85,"end":234.49,"sentiment":"neutral","sentiment_score":0.04605918430856296},{"text":"Right?","start":234.49,"end":234.99,"sentiment":"neutral","sentiment_score":0.050644651055336},{"text":"Mhmm.","start":241.69,"end":241.93001,"sentiment":"neutral","sentiment_score":0.0281389020383358},{"text":"Are you using the mhmm.","start":241.93001,"end":243.675,"sentiment":"neutral","sentiment_score":0.006515109445899725}],"sentiment":"neutral","sentiment_score":0.03132265430564682,"num_words":15,"start":231.53,"end":243.675},{"sentences":[{"text":"Okay.","start":293.94,"end":294.44,"sentiment":"neutral","sentiment_score":-0.0032996879890561104},{"text":"So you're using a LAN cable, Ethernet cable?","start":294.74,"end":297.615,"sentiment":"neutral","sentiment_score":0.008719022967852652},{"text":"Mhmm.","start":300.175,"end":300.675,"sentiment":"neutral","sentiment_score":0.00930153951048851},{"text":"To your laptop?","start":301.69498,"end":302.675,"sentiment":"neutral","sentiment_score":-0.003972641192376614},{"text":"Okay.","start":307.615,"end":308.115,"sentiment":"neutral","sentiment_score":-0.017032984644174576}],"sentiment":"neutral","sentiment_score":0.0033430805030678,"num_words":14,"start":293.94,"end":308.115},{"sentences":[{"text":"Okay.","start":401.865,"end":402.365,"sentiment":"neutral","sentiment_score":-0.02544951438903809},{"text":"Internet connection.","start":450.54,"end":451.52002,"sentiment":"neutral","sentiment_score":-0.11412091180682182},{"text":"Okay.","start":456.01498,"end":456.415,"sentiment":"neutral","sentiment_score":0.00884566642343998},{"text":"So I'm going to send you another email asking for the pictures of your setup there and the screenshot of the router's interface where the PPPoE settings is visible, the username and password.","start":456.415,"end":472.97,"sentiment":"neutral","sentiment_score":0.033098705620928245},{"text":"Mhmm.","start":475.11002,"end":475.61002,"sentiment":"neutral","sentiment_score":-0.0010735848918557167}],"sentiment":"neutral","sentiment_score":0.022272053395250912,"num_words":38,"start":401.865,"end":475.61002},{"sentences":[{"text":"I'm sorry?","start":477.27,"end":477.85,"sentiment":"neutral","sentiment_score":-0.05068310163915157},{"text":"Yeah.","start":487.315,"end":487.815,"sentiment":"neutral","sentiment_score":0.009054314345121384},{"text":"Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly.","start":488.115,"end":498.74,"sentiment":"neutral","sentiment_score":0.01034088833257556},{"text":"Then you're set up there.","start":499.44,"end":501.12,"sentiment":"neutral","sentiment_score":0.005020864075049758},{"text":"Hang 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email?","start":528.9,"end":530.36,"sentiment":"neutral","sentiment_score":0.04710321426391602},{"text":"Okay.","start":547.735,"end":548.235,"sentiment":"neutral","sentiment_score":-0.011719543486833572}],"sentiment":"neutral","sentiment_score":0.02030396949061576,"num_words":34,"start":501.52,"end":548.235},{"sentences":[{"text":"Yeah.","start":565.28503,"end":565.765,"sentiment":"neutral","sentiment_score":0.02012588456273079},{"text":"Okay.","start":565.765,"end":566.16504,"sentiment":"neutral","sentiment_score":0.03026806190609932},{"text":"So once I receive the picture, I'll review it, then I'll get back to you to further troubleshoot.","start":566.16504,"end":574.505,"sentiment":"neutral","sentiment_score":0.06490128218299812},{"text":"Okay.","start":580.07,"end":580.57,"sentiment":"neutral","sentiment_score":0.11209601163864136},{"text":"We'll end this call for now, then we'll give you a callback 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Goodbye. Hi, Maureen. It's Tom. So I have loaded up the router. I've got it all set up via how it says to do it on the email. I've got it all plugged in to where it all was necessarily meant to be plugged into. I've done a p p p o e, I think it is. I've put all the username in and the password in, and it says I have something wrong with the hardware connection. So it's on the slot that I'm on for the router itself. It has a network map, and it's saying there's no Internet to the router. I have entered it. All it had was save settings. I'll just see. Yeah. No. Nothing has changed. Yep. It's showing the one, o o, nine o at Airtel dot net dot a u, and then the password, which is capitalair123@one,oo,9o. Yep. Yep. There is the power light's green is and then there's two different Wi Fi lights. They're both green. There's no other lights on. Oh, what does that one do? Yep. My device is connected over the over the Internet. I'm just about plugged in a cable from my device to here. That popped up. Oh, wait. Wait. Oh, hang on. Yeah. Didn't do anything different even when I plugged in the Wi Fi like, the actual Internet cable from my computer to the back of the modem. Yep. Do you have a laptop? No. Via a PC. I'm just going to go grab something to your press the race top off the noise. Yeah. I'm just waiting for it to restart. So it says that it's connected via Ethernet, but there's no Internet. Like a photo of it. A photo of the, like, router settings. Is that what you said? Yes. Just about to check. Just refreshing my email. Nope. Yep. Yep. Okay. 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wait.","start":255.43999,"end":256.66,"sentiment":"neutral","sentiment_score":-0.02624243777245283}],"sentiment":"neutral","sentiment_score":-0.00043222742776076,"num_words":27,"start":236.305,"end":256.66},{"sentences":[{"text":"Wait.","start":256.96,"end":257.46,"sentiment":"neutral","sentiment_score":-0.02498817443847656},{"text":"Oh, hang on.","start":258.08,"end":259.38,"sentiment":"neutral","sentiment_score":-0.03172950508693854},{"text":"Yeah.","start":276.22,"end":276.72,"sentiment":"neutral","sentiment_score":-0.045826930552721024},{"text":"Didn't do anything different even when I plugged in the Wi Fi like, the actual Internet cable from my computer to the back of the 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noise.","start":341.05,"end":345.87,"sentiment":"neutral","sentiment_score":-0.035050159553065896},{"text":"Yeah.","start":397.06,"end":397.3,"sentiment":"neutral","sentiment_score":-0.01719164289534092}],"sentiment":"neutral","sentiment_score":-0.03843071763045513,"num_words":26,"start":302.115,"end":397.3},{"sentences":[{"text":"I'm just waiting for it to restart.","start":397.3,"end":399.8,"sentiment":"neutral","sentiment_score":-0.047550114669970105},{"text":"So it says that it's connected via Ethernet, but there's no Internet.","start":444.6,"end":450.38,"sentiment":"neutral","sentiment_score":-0.0743595166131854},{"text":"Like a photo of it.","start":474.25,"end":475.87,"sentiment":"neutral","sentiment_score":-0.005494366399943829},{"text":"A photo of the, like, router settings.","start":482.195,"end":485.395,"sentiment":"neutral","sentiment_score":-0.04253785179129669},{"text":"Is that what you said?","start":485.395,"end":486.695,"sentiment":"neutral","sentiment_score":-0.02711715139448643}],"sentiment":"neutral","sentiment_score":-0.04683298759886788,"num_words":36,"start":397.3,"end":486.695},{"sentences":[{"text":"Yes.","start":524.75494,"end":525.25494,"sentiment":"neutral","sentiment_score":0.05609066039323807},{"text":"Just about to check.","start":531.8,"end":534.77997,"sentiment":"neutral","sentiment_score":0.02000913955271244},{"text":"Just refreshing my 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Good afternoon.\n\nChannel 1: Hello. Goodbye.\n\nChannel 0: This is Maureen from Erto tech support. How can I\n\nChannel 1: Hi,\n\nChannel 0: assist\n\nChannel 1: Maureen.\n\nChannel 0: you with\n\nChannel 1: It's\n\nChannel 0: mhmm?\n\nChannel 1: Tom.\n\nChannel 0: Mhmm. Yes. Hello, Tom.\n\nChannel 1: So I have loaded up the router. I've got it all set up via how it says to do it on the email.\n\nChannel 0: Mhmm.\n\nChannel 1: I've got it all plugged in to where it all was necessarily meant to be plugged into. I've done a p p p o e, I think it is. I've put all the username in and the password in, and it says I have something wrong with the hardware connection.\n\nChannel 0: Is that the error message you're getting through the router's interface?\n\nChannel 1: So it's on the slot that I'm on for the router itself. It has a network map, and it's saying there's no Internet to the router.\n\nChannel 0: Okay. But after you enter the user the PPPoE username and password, does it say successful?\n\nChannel 1: I have entered it. All it had was save settings. I'll just see. Yeah. No.\n\nNothing has changed.\n\nChannel 0: But as you're checking the router's interface, the username and password is entered there correctly?\n\nChannel 1: Yep.\n\nChannel 0: It's showing?\n\nChannel 1: It's showing the one, o o, nine o at Airtel dot net dot a u, and then the password, which is capitalair123@one,oo,9o.\n\nChannel 0: Okay. Hang on. Let me just check on our end. So for the username, it's 10090@airtel.net.au. And password is AirA123At100\n\nChannel 1: Yep.\n\nChannel 0: 90.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Hang on. The router has indicator light. Is it color red\n\nChannel 1: There is the power light's green is and then there's two different Wi Fi lights. They're both green.\n\nChannel 0: still? Mhmm. How about the router? The TP Link.\n\nChannel 1: There's no other lights on. Oh, what does that one do?\n\nChannel 0: Okay. But your device is connected to it. Right?\n\nChannel 1: Yep. My device is connected\n\nChannel 0: Mhmm.\n\nChannel 1: over\n\nChannel 0: Are you\n\nChannel 1: the\n\nChannel 0: using the mhmm.\n\nChannel 1: over the Internet. I'm just about plugged in a cable from my device to here. That popped up. Oh, wait. Wait.\n\nOh, hang on. Yeah. Didn't do anything different even when I plugged in the Wi Fi like, the actual Internet cable from my computer to the back of the modem.\n\nChannel 0: Okay. So you're using a LAN cable, Ethernet cable?\n\nChannel 1: Yep.\n\nChannel 0: Mhmm. To your\n\nChannel 1: Do\n\nChannel 0: laptop?\n\nChannel 1: you have a laptop? No. Via a PC.\n\nChannel 0: Okay.\n\nChannel 1: I'm just going to go grab something to your press the race top off the noise. Yeah. I'm just waiting for it to restart.\n\nChannel 0: Okay.\n\nChannel 1: So it says that it's connected via Ethernet, but there's no Internet.\n\nChannel 0: Internet connection. Okay. So I'm going to send you another email asking for the pictures of your setup there and the screenshot of the router's interface where the PPPoE settings is visible, the username and password.\n\nChannel 1: Like a photo\n\nChannel 0: Mhmm.\n\nChannel 1: of it.\n\nChannel 0: I'm sorry?\n\nChannel 1: A photo of the, like, router settings. Is that what you said?\n\nChannel 0: Yeah. Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly. Then you're set up there. Hang on. Let me just send this now.\n\nThere you go. So that I can escalate the issue to the Supa network for them to check on the network side.\n\nChannel 1: Yes.\n\nChannel 0: Have you received the email?\n\nChannel 1: Just about to check. Just refreshing my email.\n\nChannel 0: Okay.\n\nChannel 1: Nope.\n\nChannel 0: Yeah. Okay. So once I receive the picture, I'll review it, then I'll get back to you to further troubleshoot.\n\nChannel 1: Yep.\n\nChannel 0: Okay. We'll end this call for now, then we'll give you a callback then.\n\nChannel 1: Yep. Okay.\n\nChannel 0: Thank you. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.17950469255447388},{"text":"Good afternoon.","start":2.0,"end":2.74,"sentiment":"positive","sentiment_score":0.3911556303501129}],"sentiment":"neutral","sentiment_score":0.3206053177515666,"channel":0,"num_words":3,"start":1.5999999,"end":2.74},{"sentences":[{"text":"Hello.","start":2.32,"end":2.48,"sentiment":"neutral","sentiment_score":0.2419522255659103},{"text":"Goodbye.","start":2.48,"end":2.98,"sentiment":"neutral","sentiment_score":0.27724260091781616}],"sentiment":"neutral","sentiment_score":0.25959741324186325,"channel":1,"num_words":2,"start":2.32,"end":2.98},{"sentences":[{"text":"This is Maureen from Erto tech support.","start":3.04,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.2664077707699367},{"text":"How can I","start":6.24,"end":6.72,"sentiment":"neutral","sentiment_score":0.23878384133179983}],"sentiment":"neutral","sentiment_score":0.2581205919384956,"channel":0,"num_words":10,"start":3.04,"end":6.72},{"sentences":[{"text":"Hi,","start":6.72,"end":6.96,"sentiment":"neutral","sentiment_score":0.14664098620414734}],"sentiment":"neutral","sentiment_score":0.14664098620414734,"channel":1,"num_words":1,"start":6.72,"end":6.96},{"sentences":[{"text":"assist","start":6.72,"end":7.04,"sentiment":"neutral","sentiment_score":0.18686413764953613}],"sentiment":"neutral","sentiment_score":0.18686413764953613,"channel":0,"num_words":1,"start":6.72,"end":7.04},{"sentences":[{"text":"Maureen.","start":6.96,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.12809021770954132}],"sentiment":"neutral","sentiment_score":0.12809021770954132,"channel":1,"num_words":1,"start":6.96,"end":7.2799997},{"sentences":[{"text":"you with","start":7.04,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.053212156519293785}],"sentiment":"neutral","sentiment_score":0.053212156519293785,"channel":0,"num_words":2,"start":7.04,"end":7.2799997},{"sentences":[{"text":"It's","start":7.2799997,"end":7.7799997,"sentiment":"neutral","sentiment_score":0.03717583417892456}],"sentiment":"neutral","sentiment_score":0.03717583417892456,"channel":1,"num_words":1,"start":7.2799997,"end":7.7799997},{"sentences":[{"text":"mhmm?","start":7.8399997,"end":8.34,"sentiment":"neutral","sentiment_score":0.033133309334516525}],"sentiment":"neutral","sentiment_score":0.033133309334516525,"channel":0,"num_words":1,"start":7.8399997,"end":8.34},{"sentences":[{"text":"Tom.","start":8.08,"end":8.58,"sentiment":"neutral","sentiment_score":0.01638014242053032}],"sentiment":"neutral","sentiment_score":0.01638014242053032,"channel":1,"num_words":1,"start":8.08,"end":8.58},{"sentences":[{"text":"Mhmm.","start":9.36,"end":9.76,"sentiment":"neutral","sentiment_score":0.022619059309363365},{"text":"Yes.","start":9.76,"end":10.08,"sentiment":"neutral","sentiment_score":0.06990870833396912},{"text":"Hello, Tom.","start":10.08,"end":10.98,"sentiment":"neutral","sentiment_score":0.06821112334728241}],"sentiment":"neutral","sentiment_score":0.057237503584474325,"channel":0,"num_words":4,"start":9.36,"end":10.98},{"sentences":[{"text":"So I have loaded up the router.","start":12.16,"end":16.935001,"sentiment":"neutral","sentiment_score":0.0692295575780528},{"text":"I've got it all set up via how it says to do it on the email.","start":18.275002,"end":23.415,"sentiment":"neutral","sentiment_score":0.04311968677211553}],"sentiment":"neutral","sentiment_score":0.05106616919131383,"channel":1,"num_words":23,"start":12.16,"end":23.415},{"sentences":[{"text":"Mhmm.","start":24.275,"end":24.775,"sentiment":"neutral","sentiment_score":0.00009568268433213234}],"sentiment":"neutral","sentiment_score":0.00009568268433213234,"channel":0,"num_words":1,"start":24.275,"end":24.775},{"sentences":[{"text":"I've got it all plugged in to where it all was necessarily meant to be plugged 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itself.","start":63.02,"end":68.515,"sentiment":"neutral","sentiment_score":-0.11242423889537652},{"text":"It has a network map, and it's saying there's no Internet to the router.","start":68.515,"end":74.295,"sentiment":"neutral","sentiment_score":-0.19781804297651565}],"sentiment":"neutral","sentiment_score":-0.1584055180159899,"channel":1,"num_words":26,"start":63.02,"end":74.295},{"sentences":[{"text":"Okay.","start":78.085,"end":78.585,"sentiment":"neutral","sentiment_score":-0.003435365855693817},{"text":"But after you enter the user the PPPoE username and password, does it say successful?","start":78.645,"end":85.384995,"sentiment":"neutral","sentiment_score":0.02222482847670714}],"sentiment":"neutral","sentiment_score":0.02062106633093208,"channel":0,"num_words":16,"start":78.085,"end":85.384995},{"sentences":[{"text":"I have entered it.","start":88.61,"end":90.23,"sentiment":"neutral","sentiment_score":0.022329268511384726},{"text":"All it had was save 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correctly?","start":104.025,"end":110.76501,"sentiment":"neutral","sentiment_score":-0.05533289487163226}],"sentiment":"neutral","sentiment_score":-0.05533289487163226,"channel":0,"num_words":15,"start":104.025,"end":110.76501},{"sentences":[{"text":"Yep.","start":111.52,"end":112.02,"sentiment":"neutral","sentiment_score":0.018923452123999596}],"sentiment":"neutral","sentiment_score":0.018923452123999596,"channel":1,"num_words":1,"start":111.52,"end":112.02},{"sentences":[{"text":"It's showing?","start":112.58501,"end":113.485,"sentiment":"neutral","sentiment_score":0.008426273590885103}],"sentiment":"neutral","sentiment_score":0.008426273590885103,"channel":0,"num_words":2,"start":112.58501,"end":113.485},{"sentences":[{"text":"It's showing the one, o o, nine o at Airtel dot net dot a u, and then the password, which is capitalair123@one,oo,9o.","start":115.04,"end":136.635,"sentiment":"neutral","sentiment_score":0.0008409792882792482}],"sentiment":"neutral","sentiment_score":0.0008409792882792482,"channel":1,"num_words":22,"start":115.04,"end":136.635},{"sentences":[{"text":"Okay.","start":142.965,"end":143.285,"sentiment":"neutral","sentiment_score":0.02481419593095779},{"text":"Hang on.","start":143.285,"end":143.685,"sentiment":"neutral","sentiment_score":0.015546883456408978},{"text":"Let me just check on our end.","start":143.685,"end":147.36,"sentiment":"neutral","sentiment_score":0.029837448682103838},{"text":"So for the username, it's 10090@airtel.net.au.","start":163.80501,"end":169.585,"sentiment":"neutral","sentiment_score":0.030651670259733994},{"text":"And password is AirA123At100","start":171.3,"end":175.86,"sentiment":"neutral","sentiment_score":0.026469284668564796}],"sentiment":"neutral","sentiment_score":0.027727863192558287,"channel":0,"num_words":20,"start":142.965,"end":175.86},{"sentences":[{"text":"Yep.","start":175.59999,"end":176.09999,"sentiment":"neutral","sentiment_score":0.021187134087085724}],"sentiment":"neutral","sentiment_score":0.021187134087085724,"channel":1,"num_words":1,"start":175.59999,"end":176.09999},{"sentences":[{"text":"90.","start":175.86,"end":176.68,"sentiment":"neutral","sentiment_score":0.011047606356441976}],"sentiment":"neutral","sentiment_score":0.011047606356441976,"channel":0,"num_words":1,"start":175.86,"end":176.68},{"sentences":[{"text":"Yep.","start":177.12,"end":177.62,"sentiment":"neutral","sentiment_score":0.03296671062707901}],"sentiment":"neutral","sentiment_score":0.03296671062707901,"channel":1,"num_words":1,"start":177.12,"end":177.62},{"sentences":[{"text":"Okay.","start":178.73999,"end":179.14,"sentiment":"neutral","sentiment_score":0.024667594581842422},{"text":"Hang 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green.","start":211.475,"end":212.695,"sentiment":"neutral","sentiment_score":-0.034519042198856674}],"sentiment":"neutral","sentiment_score":-0.036612912081182,"channel":1,"num_words":18,"start":202.28,"end":212.695},{"sentences":[{"text":"still?","start":212.5,"end":213.0,"sentiment":"neutral","sentiment_score":-0.030499836429953575},{"text":"Mhmm.","start":213.7,"end":214.2,"sentiment":"neutral","sentiment_score":-0.013873127289116384},{"text":"How about the router?","start":215.16501,"end":216.225,"sentiment":"neutral","sentiment_score":-0.029808337800204754},{"text":"The TP Link.","start":217.16501,"end":218.30501,"sentiment":"neutral","sentiment_score":-0.040393631905317307}],"sentiment":"neutral","sentiment_score":-0.03164302340398232,"channel":0,"num_words":9,"start":212.5,"end":218.30501},{"sentences":[{"text":"There's no other lights on.","start":222.5,"end":225.64,"sentiment":"neutral","sentiment_score":-0.13803882002830506},{"text":"Oh, what does that one 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you","start":241.93001,"end":242.33,"sentiment":"neutral","sentiment_score":0.008028915151953697}],"sentiment":"neutral","sentiment_score":0.008028915151953697,"channel":0,"num_words":2,"start":241.93001,"end":242.33},{"sentences":[{"text":"the","start":242.22499,"end":242.72499,"sentiment":"neutral","sentiment_score":-0.0000715106725692749}],"sentiment":"neutral","sentiment_score":-0.0000715106725692749,"channel":1,"num_words":1,"start":242.22499,"end":242.72499},{"sentences":[{"text":"using the mhmm.","start":242.33,"end":243.675,"sentiment":"neutral","sentiment_score":0.005505905641863744}],"sentiment":"neutral","sentiment_score":0.005505905641863744,"channel":0,"num_words":3,"start":242.33,"end":243.675},{"sentences":[{"text":"over the Internet.","start":245.025,"end":245.845,"sentiment":"neutral","sentiment_score":-0.011396769434213638},{"text":"I'm just about plugged in a cable from my device to 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settings.","start":482.195,"end":485.395,"sentiment":"neutral","sentiment_score":-0.04253785179129669},{"text":"Is that what you said?","start":485.395,"end":486.695,"sentiment":"neutral","sentiment_score":-0.02711715139448643}],"sentiment":"neutral","sentiment_score":-0.03611255995929241,"channel":1,"num_words":12,"start":482.195,"end":486.695},{"sentences":[{"text":"Yeah.","start":487.315,"end":487.815,"sentiment":"neutral","sentiment_score":0.009054314345121384},{"text":"Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly.","start":488.115,"end":498.74,"sentiment":"neutral","sentiment_score":0.01034088833257556},{"text":"Then you're set up there.","start":499.44,"end":501.12,"sentiment":"neutral","sentiment_score":0.005020864075049758},{"text":"Hang on.","start":501.12,"end":501.52,"sentiment":"neutral","sentiment_score":0.0022359369322657585},{"text":"Let me just send this 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He explains that he has loaded up the router and entered the necessary settings, but the username and password are not working. The representative, Maureen, confirms that the router is connected to Ethernet and sends a picture of the setup to further troubleshoot."},"intents":{"segments":[{"text":"So it's on the slot that I'm on for the router itself. It has a network map, and it's saying there's no Internet to the router. Okay.","start_word":112,"end_word":138,"intents":[{"intent":"Fix router's connectivity","confidence_score":0.00892472}]},{"text":"Didn't do anything different even when I plugged in the Wi Fi like, the actual Internet cable from my computer to the back of the modem. Okay.","start_word":332,"end_word":358,"intents":[{"intent":"Fix connectivity issue","confidence_score":0.2055054}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.17950469255447388},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.3817020654678345},{"text":"Hello. Goodbye. This is Maureen from Erto tech support. How can I assist Hi, Maureen. you with It's mhmm? Tom. Mhmm. Yes. Hello, Tom. So I have loaded up the router. I've got it all set up via how it says to do it on the email. Mhmm. I've got it all plugged in to where it all was necessarily meant to be plugged into. I've done a p p p o e, I think it is. I've put all the username in and the password in, and it says I have something wrong with the hardware connection. Is that the error message you're getting through the router's interface? So it's on the slot that I'm on for the router itself. It has a network map, and it's saying there's no Internet to the router. Okay. But after you enter the user the PPPoE username and password, does it say successful? I have entered it. All it had was save settings. I'll just see. Yeah. No. Nothing has changed. But as you're checking the router's interface, the username and password is entered there correctly? Yep. It's showing? It's showing the one, o o, nine o at Airtel dot net dot a u, and then the password, which is capitalair123@one,oo,9o. Okay. Hang on. Let me just check on our end. So for the username, it's 10090@airtel.net.au. And password is AirA123At100 Yep. 90. Yep. Okay. Hang on. The router has indicator light. Is it color red There is the power light's green is and then there's two different Wi Fi lights. They're both green. still? Mhmm. How about the router? The TP Link. There's no other lights on. Oh, what does that one do? Okay. But your device is connected to it. Right? Yep. My device is connected Mhmm. over Are you the using the mhmm. over the Internet. I'm just about plugged in a cable from my device to here. That popped up. Oh, wait. Wait. Oh, hang on. Yeah. Didn't do anything different even when I plugged in the Wi Fi like, the actual Internet cable from my computer to the back of the modem. Okay. So you're using a LAN cable, Ethernet cable? Yep. Mhmm. To your Do laptop? you have a laptop? No. Via a PC. Okay. I'm just going to go grab something to your press the race top off the noise. Yeah. I'm just waiting for it to restart. Okay. So it says that it's connected via Ethernet, but there's no Internet. Internet connection. Okay. So I'm going to send you another email asking for the pictures of your setup there and the screenshot of the router's interface where the PPPoE settings is visible, the username and password. Like a photo Mhmm. of it. I'm sorry? A photo of the, like, router settings. Is that what you said? Yeah. Just the PPPoE setting where the username and password is visible first to check if the credentials are entered correctly. Then you're set up there. Hang on. Let me just send this now. There you go. So that I can escalate the issue to the Supa network for them to check on the network side. Yes. Have you received the email? Just about to check. Just refreshing my email. Okay. Nope. Yeah. Okay. So once I receive the picture, I'll review it, then I'll get back to you to further troubleshoot. Yep. Okay. We'll end this call for now, then we'll give you a callback then. Yep. Okay.","start_word":3,"end_word":583,"sentiment":"neutral","sentiment_score":-0.01824443629364164},{"text":"Thank you.","start_word":584,"end_word":585,"sentiment":"positive","sentiment_score":0.49566102027893066},{"text":"Bye. Bye.","start_word":586,"end_word":587,"sentiment":"neutral","sentiment_score":0.10890935361385344}],"average":{"sentiment":"neutral","sentiment_score":-0.01441237412763564}}}}