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Have you entered the credentials correctly or it's already there? Okay. Is it okay if I check your account first? Let me just put you on hold. K. Hang on. Hello, Atsun? Yes. Does the credentials went saved successfully? What does it say? Is is the credentials safe successfully? Mhmm. May I know the message that you received? Is it, like, a message it is successful? Mhmm. Mhmm. Okay. Mhmm. You said you skipped the test? Mhmm. Can we try to enter it again? Can you mhmm. Actually, we we can't do it on our end because it should be at the router's interface setting, and we don't have we don't have access for it to it. Mhmm. Okay. Yeah. That's correct. Can we try to can we perform another reset on the router to ensure a clean start? Mhmm. Yeah. Please press and hold that button for about thirty seconds until the router restarts. Let me know once the router lights are back on and stable. Okay. Okay. Can we log in out to the router's interface? Actually, for us to access the router's interface even without Internet access, your device must be connected to the router's Wi Fi network. Mhmm. Yeah. That's okay. You can still access type in at the address bar the IP address. Mhmm. Is that the IP address printed at the back of your router? Yeah. Because it might be different. Mhmm. It's asking a username and password? Okay. Can you create one? Just please do remember that for future reference. Mhmm. Yeah. Please do select PPPoE. Yeah. That's correct. You mean the username p p p o e username and password? Yeah. That's the one that I emailed you. Mhmm. For the pass PPPOE password, it's also the one that I emailed you. Okay. Let's just wait for it. Mhmm. So upon checking on your end, the service is now up and running. It's online now. Can we try to use the Internet? Okay. Okay. Great. So if you run into any issues or have more questions, feel free to give us a call anytime. Thank you. Have a great day. 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Good morning. This is Maureen from Ertel tech support. How can I assist you today? Mhmm.\n\nMhmm. Okay. Have you received the email instruction that I sent to you? Mhmm. Have you entered the credentials correctly or it's already there?\n\nOkay. Is it okay if I check your account first? Let me just put you on hold. K. Hang on.\n\nHello, Atsun? Yes. Does the credentials went saved successfully? What does it say? Is is the credentials safe successfully?\n\nMhmm. May I know the message that you received? Is it, like, a message it is successful? Mhmm. Mhmm.\n\nOkay. Mhmm. You said you skipped the test? Mhmm. Can we try to enter it again?\n\nCan you mhmm. Actually, we we can't do it on our end because it should be at the router's interface setting, and we don't have we don't have access for it to it. Mhmm. Okay. Yeah.\n\nThat's correct. Can we try to can we perform another reset on the router to ensure a clean start? Mhmm. Yeah. Please press and hold that button for about thirty seconds until the router restarts.\n\nLet me know once the router lights are back on and stable. Okay. Okay. Can we log in out to the router's interface? Actually, for us to access the router's interface even without Internet access, your device must be connected to the router's Wi Fi network.\n\nMhmm. Yeah. That's okay. You can still access type in at the address bar the IP address. Mhmm.\n\nIs that the IP address printed at the back of your router? Yeah. Because it might be different. Mhmm. It's asking a username and password?\n\nOkay. Can you create one? Just please do remember that for future reference. Mhmm. Yeah.\n\nPlease do select PPPoE. Yeah. That's correct. You mean the username p p p o e username and password? Yeah.\n\nThat's the one that I emailed you. Mhmm. For the pass PPPOE password, it's also the one that I emailed you. Okay. Let's just wait for it.\n\nMhmm. So upon checking on your end, the service is now up and running. It's online now. Can we try to use the Internet? Okay.\n\nOkay. Great. So if you run into any issues or have more questions, feel free to give us a call anytime. Thank you. Have a great day.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.24,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.2776718735694885},{"text":"Good morning.","start":2.6399999,"end":3.28,"sentiment":"positive","sentiment_score":0.5768125057220459},{"text":"This is Maureen from Ertel tech support.","start":3.28,"end":5.92,"sentiment":"positive","sentiment_score":0.5181081337588174},{"text":"How can I assist you today?","start":5.92,"end":7.3799996,"sentiment":"positive","sentiment_score":0.5424562146266302},{"text":"Mhmm.","start":9.12,"end":9.62,"sentiment":"neutral","sentiment_score":0.12715697288513184}],"sentiment":"positive","sentiment_score":0.49646753423354206,"num_words":17,"start":2.24,"end":9.62},{"sentences":[{"text":"Mhmm.","start":13.615,"end":14.115,"sentiment":"neutral","sentiment_score":-0.0539940781891346},{"text":"Okay.","start":18.975,"end":19.475,"sentiment":"neutral","sentiment_score":0.009109042584896088},{"text":"Have you received the email instruction that I sent to you?","start":19.855,"end":23.075,"sentiment":"neutral","sentiment_score":0.016490732404318722},{"text":"Mhmm.","start":24.095001,"end":24.595001,"sentiment":"neutral","sentiment_score":-0.10564282536506651},{"text":"Have you entered the credentials correctly or it's already there?","start":36.22,"end":40.32,"sentiment":"neutral","sentiment_score":-0.18140138536691666}],"sentiment":"neutral","sentiment_score":-0.07429765242462356,"num_words":24,"start":13.615,"end":40.32},{"sentences":[{"text":"Okay.","start":47.505,"end":48.005,"sentiment":"neutral","sentiment_score":0.0019237343221902847},{"text":"Is it okay if I check your account first?","start":48.864998,"end":51.665,"sentiment":"neutral","sentiment_score":0.023769223027759127},{"text":"Let me just put you on 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successfully?","start":84.43,"end":87.73,"sentiment":"neutral","sentiment_score":0.006133416046698888}],"sentiment":"neutral","sentiment_score":0.04590839637737525,"num_words":19,"start":71.535,"end":87.73},{"sentences":[{"text":"Mhmm.","start":90.75,"end":90.83,"sentiment":"neutral","sentiment_score":-0.0007676533423364162},{"text":"May I know the message that you received?","start":90.83,"end":92.75,"sentiment":"neutral","sentiment_score":0.028981202747672796},{"text":"Is it, like, a message it is 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future reference.","start":408.03,"end":410.85,"sentiment":"neutral","sentiment_score":0.0007907268591225147},{"text":"Mhmm.","start":412.75,"end":413.25,"sentiment":"neutral","sentiment_score":0.02826126292347908},{"text":"Yeah.","start":440.32,"end":440.82,"sentiment":"neutral","sentiment_score":0.04084324464201927}],"sentiment":"neutral","sentiment_score":0.01610085815191269,"num_words":15,"start":406.51,"end":440.82},{"sentences":[{"text":"Please do select PPPoE.","start":450.305,"end":452.085,"sentiment":"neutral","sentiment_score":0.015617286786437035},{"text":"Yeah.","start":457.745,"end":458.065,"sentiment":"neutral","sentiment_score":0.05642281472682953},{"text":"That's correct.","start":458.065,"end":458.885,"sentiment":"neutral","sentiment_score":0.0774034671485424},{"text":"You mean the username p p p o e username and 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Hi, Marlene. My name is. I called you this morning as well regarding my home Internet. Still not back online. I was just wondering if you can help me out, please. Yes. I did went to the portal, and I did, yeah, enter the details, but it's still the same thing. There's no connection. Yes. No. I entered the one you sent me. Yep. Sure. Yep. Mhmm. I'm sorry? Yes. So on the portal, it says, yeah, it says successful, but when it was running the test, the test wasn't complete. So I skipped that one. I'm sorry. It was saying no Internet connection. Yep. Can you do it from your end? Okay. Yeah. Just give me a second. So I have to connect to to the Wi Fi to go into the browser. Is that correct? Just give me a second then. Hold on. Yep. So just press the reset button. So I've restarted it. The lights the power light is on. It blinked. Yeah. The lights are back on now. Yeah. So do because I don't have Internet currently working, do I do I need to connect to the hotspot from the phone to go to the browser? Okay. Yeah. It says you're not connected to the Internet. Yeah. I did the one nine two point one six eight point one point one. Just a second. No. I I got it. I got in. Okay. So it's now saying create an administrator password. Just it says new password. Create a new password. Okay. Okay. I'm in now. It says select the time zone. So it will be plus ten UTC. Yep. Okay. Select connection type. Select p p p p p o e. Okay. Says username. So the username was the one you sent me. Yep. Okay. And the same password you sent me or the one I just put in? Okay. Just a second. Okay. Yep. It says personalized wireless setting. It's not connecting able to point five gigs, five gigs, and password yet. Okay. It's now connection testing. Yep. Yep. I can check. Yep. It's working now. Yeah. No problem. 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Hi, Marlene. My name is. I called you this morning as well regarding my home Internet. Still not back online.\n\nI was just wondering if you can help me out, please. Yes. I did went to the portal, and I did, yeah, enter the details, but it's still the same thing. There's no connection. Yes.\n\nNo. I entered the one you sent me. Yep. Sure. Yep.\n\nMhmm. I'm sorry? Yes. So on the portal, it says, yeah, it says successful, but when it was running the test, the test wasn't complete. So I skipped that one.\n\nI'm sorry. It was saying no Internet connection. Yep. Can you do it from your end? Okay.\n\nYeah. Just give me a second. So I have to connect to to the Wi Fi to go into the browser. Is that correct? Just give me a second then.\n\nHold on. Yep. So just press the reset button. So I've restarted it. The lights the power light is on.\n\nIt blinked. Yeah. The lights are back on now. Yeah. So do because I don't have Internet currently working, do I do I need to connect to the hotspot from the phone to go to the browser?\n\nOkay. Yeah. It says you're not connected to the Internet. Yeah. I did the one nine two point one six eight point one point one.\n\nJust a second. No. I I got it. I got in. Okay.\n\nSo it's now saying create an administrator password. Just it says new password. Create a new password. Okay. Okay.\n\nI'm in now. It says select the time zone. So it will be plus ten UTC. Yep. Okay.\n\nSelect connection type. Select p p p p p o e. Okay. Says username. So the username was the one you sent me.\n\nYep. Okay. And the same password you sent me or the one I just put in? Okay. Just a second.\n\nOkay. Yep. It says personalized wireless setting. It's not connecting able to point five gigs, five gigs, and password yet. Okay.\n\nIt's now connection testing. Yep. Yep. I can check. Yep.\n\nIt's working now. Yeah. No problem. Thank you so much.","paragraphs":[{"sentences":[{"text":"Hello.","start":7.44,"end":7.8399997,"sentiment":"neutral","sentiment_score":0.13310834765434265},{"text":"Hi, Marlene.","start":7.8399997,"end":8.32,"sentiment":"neutral","sentiment_score":0.1656322330236435},{"text":"My name is.","start":8.32,"end":9.04,"sentiment":"neutral","sentiment_score":0.17652724186579385},{"text":"I called you this morning as well regarding my home Internet.","start":9.04,"end":12.82,"sentiment":"neutral","sentiment_score":0.13321414251219144},{"text":"Still not back online.","start":14.225,"end":15.525,"sentiment":"negative","sentiment_score":-0.3646819368004799}],"sentiment":"neutral","sentiment_score":0.04764677903481892,"num_words":21,"start":7.44,"end":15.525},{"sentences":[{"text":"I was just wondering if you can help me out, 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second.","start":381.64,"end":382.62,"sentiment":"neutral","sentiment_score":-0.029082550356785457},{"text":"No.","start":391.595,"end":391.83502,"sentiment":"neutral","sentiment_score":-0.1272004097700119},{"text":"I I got it.","start":391.83502,"end":392.55502,"sentiment":"neutral","sentiment_score":-0.1134311594069004},{"text":"I got in.","start":392.55502,"end":393.355,"sentiment":"neutral","sentiment_score":0.02770231229563554},{"text":"Okay.","start":393.355,"end":393.67502,"sentiment":"neutral","sentiment_score":0.023968283087015152}],"sentiment":"neutral","sentiment_score":-0.04675812320783734,"num_words":12,"start":381.64,"end":393.67502},{"sentences":[{"text":"So it's now saying create an administrator password.","start":393.67502,"end":398.17502,"sentiment":"neutral","sentiment_score":0.008334372541867197},{"text":"Just it says new password.","start":402.61,"end":404.46997,"sentiment":"neutral","sentiment_score":-0.026982785388827323},{"text":"Create a new 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UTC.","start":436.08,"end":438.66,"sentiment":"neutral","sentiment_score":0.010535748276327337},{"text":"Yep.","start":444.965,"end":445.465,"sentiment":"neutral","sentiment_score":0.05012964829802513},{"text":"Okay.","start":446.325,"end":446.825,"sentiment":"neutral","sentiment_score":0.03185167908668518}],"sentiment":"neutral","sentiment_score":0.018114741167260542,"num_words":18,"start":433.19998,"end":446.825},{"sentences":[{"text":"Select connection type.","start":447.045,"end":448.745,"sentiment":"neutral","sentiment_score":0.016299980382124584},{"text":"Select p p p p p o e.","start":454.245,"end":457.27002,"sentiment":"neutral","sentiment_score":0.011304228915832937},{"text":"Okay.","start":459.81,"end":460.31,"sentiment":"neutral","sentiment_score":0.04273330047726631},{"text":"Says username.","start":461.65002,"end":462.71002,"sentiment":"neutral","sentiment_score":0.027216804213821888},{"text":"So the username was the one you sent me.","start":463.33002,"end":466.23,"sentiment":"neutral","sentiment_score":0.027289817937546305}],"sentiment":"neutral","sentiment_score":0.020961262731124527,"num_words":23,"start":447.045,"end":466.23},{"sentences":[{"text":"Yep.","start":474.035,"end":474.535,"sentiment":"neutral","sentiment_score":0.05757331103086472},{"text":"Okay.","start":477.875,"end":478.375,"sentiment":"neutral","sentiment_score":0.03917202353477478},{"text":"And the same password you sent me or the one I just put in?","start":482.09,"end":487.07,"sentiment":"neutral","sentiment_score":0.00413528477240886},{"text":"Okay.","start":497.05002,"end":497.55002,"sentiment":"neutral","sentiment_score":0.01209391001611948},{"text":"Just a second.","start":497.925,"end":500.025,"sentiment":"neutral","sentiment_score":0.0036672288551926617}],"sentiment":"neutral","sentiment_score":0.00888674589805305,"num_words":20,"start":474.035,"end":500.025},{"sentences":[{"text":"Okay.","start":507.76498,"end":508.26498,"sentiment":"neutral","sentiment_score":0.017643079161643982},{"text":"Yep.","start":508.32498,"end":508.82498,"sentiment":"neutral","sentiment_score":0.01740557700395584},{"text":"It says personalized wireless setting.","start":509.76498,"end":511.865,"sentiment":"neutral","sentiment_score":-0.044900666922330856},{"text":"It's not connecting able to point five gigs, five gigs, and password yet.","start":513.63,"end":519.09,"sentiment":"neutral","sentiment_score":-0.18104300246788904},{"text":"Okay.","start":519.87,"end":520.19,"sentiment":"neutral","sentiment_score":-0.017008520662784576}],"sentiment":"neutral","sentiment_score":-0.12190582053292365,"num_words":21,"start":507.76498,"end":520.19},{"sentences":[{"text":"It's now connection testing.","start":520.19,"end":522.45,"sentiment":"neutral","sentiment_score":-0.014011169783771038},{"text":"Yep.","start":526.83,"end":527.33,"sentiment":"neutral","sentiment_score":0.09981974214315414},{"text":"Yep.","start":547.26,"end":547.74005,"sentiment":"neutral","sentiment_score":0.14478741586208344},{"text":"I can check.","start":547.74005,"end":548.72003,"sentiment":"neutral","sentiment_score":0.1527683436870575},{"text":"Yep.","start":553.34,"end":553.66003,"sentiment":"neutral","sentiment_score":0.2855398952960968}],"sentiment":"neutral","sentiment_score":0.09324074052274227,"num_words":10,"start":520.19,"end":553.66003},{"sentences":[{"text":"It's working now.","start":553.66003,"end":554.88,"sentiment":"positive","sentiment_score":0.45670809348424274},{"text":"Yeah.","start":565.005,"end":565.245,"sentiment":"neutral","sentiment_score":0.09681671112775804},{"text":"No problem.","start":565.245,"end":565.805,"sentiment":"positive","sentiment_score":0.5859506130218506},{"text":"Thank you so much.","start":565.805,"end":566.78503,"sentiment":"positive","sentiment_score":0.8523344248533249}],"sentiment":"positive","sentiment_score":0.6048179917037487,"num_words":10,"start":553.66003,"end":566.78503}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Ertel tech support. How can I assist you today?\n\nChannel 1: Hello. Hi, Marlene. My name is. I\n\nChannel 0: Mhmm.\n\nChannel 1: called you this morning as well regarding my home Internet.\n\nChannel 0: Mhmm.\n\nChannel 1: Still not back online. I was just wondering if you can help me out, please.\n\nChannel 0: Okay. Have you received the email instruction that I sent to you?\n\nChannel 1: Yes. I did\n\nChannel 0: Mhmm.\n\nChannel 1: went to the portal, and I did, yeah, enter the details, but it's still the same thing. There's no connection.\n\nChannel 0: Have you entered the credentials correctly or it's already there?\n\nChannel 1: Yes. No. I entered the one you sent me.\n\nChannel 0: Okay. Is it okay if I check your account first? Let me just\n\nChannel 1: Yep.\n\nChannel 0: put you on hold.\n\nChannel 1: Sure.\n\nChannel 0: K. Hang on.\n\nChannel 1: Yep.\n\nChannel 0: Hello, Atsun? Yes. Does the credentials went saved successfully? What does it say?\n\nChannel 1: Mhmm. I'm sorry?\n\nChannel 0: Is is the credentials safe successfully? Mhmm. May I know the message that you received? Is it,\n\nChannel 1: Yes.\n\nChannel 0: like,\n\nChannel 1: So\n\nChannel 0: a\n\nChannel 1: on\n\nChannel 0: message\n\nChannel 1: the portal,\n\nChannel 0: it\n\nChannel 1: it\n\nChannel 0: is\n\nChannel 1: says,\n\nChannel 0: successful? Mhmm.\n\nChannel 1: yeah, it says successful, but when it was running the test, the test wasn't complete. So I skipped that one. I'm sorry. It\n\nChannel 0: Mhmm.\n\nChannel 1: was\n\nChannel 0: Okay.\n\nChannel 1: saying no Internet connection.\n\nChannel 0: Mhmm. You said you skipped the test?\n\nChannel 1: Yep.\n\nChannel 0: Mhmm. Can we try to enter it again? Can you\n\nChannel 1: Can you do it from your end?\n\nChannel 0: mhmm. Actually, we we can't do it on our end because it should be at the router's interface setting, and we don't have we don't have access for it to it.\n\nChannel 1: Okay. Yeah. Just\n\nChannel 0: Mhmm.\n\nChannel 1: give me a second. So I have\n\nChannel 0: Okay.\n\nChannel 1: to connect to to the Wi Fi to go into the browser. Is that correct?\n\nChannel 0: Yeah. That's correct.\n\nChannel 1: Just give me a second then. Hold\n\nChannel 0: Can we try to can we perform another reset on the router to ensure a clean start?\n\nChannel 1: on. Yep. So just\n\nChannel 0: Mhmm.\n\nChannel 1: press the reset button.\n\nChannel 0: Yeah. Please press and hold that button for about thirty seconds until the router restarts. Let me know once the router lights are back on and stable.\n\nChannel 1: So I've restarted it. The lights the power light is on. It blinked.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. The lights are back on now.\n\nChannel 0: Okay. Can we log in out to the router's interface?\n\nChannel 1: Yeah. So do because I don't have Internet currently working, do I do I need to connect to the hotspot from the phone to go to the browser?\n\nChannel 0: Actually, for us to access the router's interface even without Internet access, your device must be connected to the router's Wi Fi network.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. It says you're not connected to the Internet.\n\nChannel 0: Yeah. That's okay. You can still access type in at the address bar the IP address.\n\nChannel 1: Yeah. I did the\n\nChannel 0: Mhmm.\n\nChannel 1: one nine two point one six eight point one point one.\n\nChannel 0: Is that the IP address printed at the back of your router?\n\nChannel 1: Just a second.\n\nChannel 0: Yeah. Because it might be different.\n\nChannel 1: No. I I got it. I got in. Okay. So it's now saying create an administrator password.\n\nChannel 0: Mhmm. It's asking a username and password?\n\nChannel 1: Just it says new password. Create a new password.\n\nChannel 0: Okay. Can you create one? Just please do remember that for future reference.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. I'm in now. It says select the time zone. So it will be plus ten UTC.\n\nChannel 0: Yeah.\n\nChannel 1: Yep. Okay. Select connection type.\n\nChannel 0: Please do select PPPoE.\n\nChannel 1: Select p p p p p o e.\n\nChannel 0: Yeah. That's correct.\n\nChannel 1: Okay. Says username. So the username was the one you sent me.\n\nChannel 0: You mean the username p p p o e username and password? Yeah.\n\nChannel 1: Yep.\n\nChannel 0: That's the one that I emailed you.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: And the same password you sent me or the one I just put in?\n\nChannel 0: For the pass PPPOE password, it's also the one that I emailed you.\n\nChannel 1: Okay. Just a second. Okay. Yep. It says personalized wireless setting.\n\nIt's not connecting able to point five gigs, five gigs, and password yet. Okay. It's now connection testing.\n\nChannel 0: Okay. Let's just wait for it.\n\nChannel 1: Yep.\n\nChannel 0: Mhmm. So upon checking on your end, the service is now up and running. It's online now. Can we try to use the Internet?\n\nChannel 1: Yep. I can check.\n\nChannel 0: Okay.\n\nChannel 1: Yep. It's working now.\n\nChannel 0: Okay. Great. So if you run into any issues or have more questions, feel free to give us a call anytime.\n\nChannel 1: Yeah. No problem. Thank you so much.\n\nChannel 0: Thank you. Have a great day. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.24,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.2776718735694885},{"text":"Good morning.","start":2.6399999,"end":3.28,"sentiment":"positive","sentiment_score":0.5768125057220459},{"text":"This is Maureen from Ertel tech support.","start":3.28,"end":5.92,"sentiment":"positive","sentiment_score":0.5181081337588174},{"text":"How can I assist you today?","start":5.92,"end":7.3799996,"sentiment":"positive","sentiment_score":0.5424562146266302}],"sentiment":"positive","sentiment_score":0.5195494443178177,"channel":0,"num_words":16,"start":2.24,"end":7.3799996},{"sentences":[{"text":"Hello.","start":7.44,"end":7.8399997,"sentiment":"neutral","sentiment_score":0.13310834765434265},{"text":"Hi, Marlene.","start":7.8399997,"end":8.32,"sentiment":"neutral","sentiment_score":0.1656322330236435},{"text":"My name 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password?","start":468.63,"end":472.01,"sentiment":"neutral","sentiment_score":0.015465164557099342},{"text":"Yeah.","start":473.91,"end":474.345,"sentiment":"neutral","sentiment_score":0.0368451327085495}],"sentiment":"neutral","sentiment_score":0.017109777491826277,"channel":0,"num_words":13,"start":468.63,"end":474.345},{"sentences":[{"text":"Yep.","start":474.035,"end":474.535,"sentiment":"neutral","sentiment_score":0.05757331103086472}],"sentiment":"neutral","sentiment_score":0.05757331103086472,"channel":1,"num_words":1,"start":474.035,"end":474.535},{"sentences":[{"text":"That's the one that I emailed you.","start":474.745,"end":476.765,"sentiment":"neutral","sentiment_score":0.061134551252637594}],"sentiment":"neutral","sentiment_score":0.061134551252637594,"channel":0,"num_words":7,"start":474.745,"end":476.765},{"sentences":[{"text":"Okay.","start":477.875,"end":478.375,"sentiment":"neutral","sentiment_score":0.03917202353477478}],"sentiment":"neutral","sentiment_score":0.03917202353477478,"channel":1,"num_words":1,"start":477.875,"end":478.375},{"sentences":[{"text":"Mhmm.","start":479.065,"end":479.565,"sentiment":"neutral","sentiment_score":0.026030974462628365}],"sentiment":"neutral","sentiment_score":0.026030974462628365,"channel":0,"num_words":1,"start":479.065,"end":479.565},{"sentences":[{"text":"And the same password you sent me or the one I just put in?","start":482.09,"end":487.07,"sentiment":"neutral","sentiment_score":0.00413528477240886}],"sentiment":"neutral","sentiment_score":0.00413528477240886,"channel":1,"num_words":14,"start":482.09,"end":487.07},{"sentences":[{"text":"For the pass PPPOE password, it's also the one that I emailed you.","start":490.41,"end":496.75,"sentiment":"neutral","sentiment_score":0.0007205823763237837}],"sentiment":"neutral","sentiment_score":0.0007205823763237837,"channel":0,"num_words":13,"start":490.41,"end":496.75},{"sentences":[{"text":"Okay.","start":497.05002,"end":497.55002,"sentiment":"neutral","sentiment_score":0.01209391001611948},{"text":"Just a second.","start":497.925,"end":500.025,"sentiment":"neutral","sentiment_score":0.0036672288551926617},{"text":"Okay.","start":507.76498,"end":508.26498,"sentiment":"neutral","sentiment_score":0.017643079161643982},{"text":"Yep.","start":508.32498,"end":508.82498,"sentiment":"neutral","sentiment_score":0.01740557700395584},{"text":"It says personalized wireless setting.","start":509.76498,"end":511.865,"sentiment":"neutral","sentiment_score":-0.044900666922330856}],"sentiment":"neutral","sentiment_score":-0.015123552896759727,"channel":1,"num_words":11,"start":497.05002,"end":511.865},{"sentences":[{"text":"It's not connecting able to point five gigs, five gigs, and password yet.","start":513.63,"end":519.09,"sentiment":"neutral","sentiment_score":-0.18104300246788904},{"text":"Okay.","start":519.87,"end":520.19,"sentiment":"neutral","sentiment_score":-0.017008520662784576},{"text":"It's now connection testing.","start":520.19,"end":522.45,"sentiment":"neutral","sentiment_score":-0.014011169783771038}],"sentiment":"neutral","sentiment_score":-0.1348117906600237,"channel":1,"num_words":18,"start":513.63,"end":522.45},{"sentences":[{"text":"Okay.","start":523.8,"end":524.3,"sentiment":"neutral","sentiment_score":0.04301350191235542},{"text":"Let's just wait for it.","start":524.6,"end":526.3,"sentiment":"neutral","sentiment_score":0.04651543125510216}],"sentiment":"neutral","sentiment_score":0.04593177636464437,"channel":0,"num_words":6,"start":523.8,"end":526.3},{"sentences":[{"text":"Yep.","start":526.83,"end":527.33,"sentiment":"neutral","sentiment_score":0.09981974214315414}],"sentiment":"neutral","sentiment_score":0.09981974214315414,"channel":1,"num_words":1,"start":526.83,"end":527.33},{"sentences":[{"text":"Mhmm.","start":533.945,"end":534.445,"sentiment":"neutral","sentiment_score":0.09626641124486925},{"text":"So upon checking on your end, the service is now up and running.","start":537.70496,"end":542.045,"sentiment":"neutral","sentiment_score":0.2599433992917721},{"text":"It's online now.","start":542.105,"end":543.32,"sentiment":"neutral","sentiment_score":0.23032541076342264},{"text":"Can we try to use the Internet?","start":543.46,"end":545.24005,"sentiment":"neutral","sentiment_score":0.08619468393070358}],"sentiment":"neutral","sentiment_score":0.19874456757679582,"channel":0,"num_words":24,"start":533.945,"end":545.24005},{"sentences":[{"text":"Yep.","start":547.26,"end":547.74005,"sentiment":"neutral","sentiment_score":0.14478741586208344},{"text":"I can check.","start":547.74005,"end":548.72003,"sentiment":"neutral","sentiment_score":0.1527683436870575}],"sentiment":"neutral","sentiment_score":0.15077311173081398,"channel":1,"num_words":4,"start":547.26,"end":548.72003},{"sentences":[{"text":"Okay.","start":548.34,"end":548.84,"sentiment":"neutral","sentiment_score":0.2394316792488098}],"sentiment":"neutral","sentiment_score":0.2394316792488098,"channel":0,"num_words":1,"start":548.34,"end":548.84},{"sentences":[{"text":"Yep.","start":553.34,"end":553.66003,"sentiment":"neutral","sentiment_score":0.2855398952960968},{"text":"It's working now.","start":553.66003,"end":554.88,"sentiment":"positive","sentiment_score":0.45670809348424274}],"sentiment":"positive","sentiment_score":0.41391604393720627,"channel":1,"num_words":4,"start":553.34,"end":554.88},{"sentences":[{"text":"Okay.","start":556.10004,"end":556.60004,"sentiment":"positive","sentiment_score":0.5305854082107544},{"text":"Great.","start":557.705,"end":558.205,"sentiment":"positive","sentiment_score":0.651140570640564},{"text":"So if you run into any issues or have more questions, feel free to give us a call anytime.","start":558.585,"end":564.445,"sentiment":"neutral","sentiment_score":0.32711844538387497}],"sentiment":"positive","sentiment_score":0.3522369733878544,"channel":0,"num_words":21,"start":556.10004,"end":564.445},{"sentences":[{"text":"Yeah.","start":565.005,"end":565.245,"sentiment":"neutral","sentiment_score":0.09681671112775804},{"text":"No problem.","start":565.245,"end":565.805,"sentiment":"positive","sentiment_score":0.5859506130218506},{"text":"Thank you so much.","start":565.805,"end":566.78503,"sentiment":"positive","sentiment_score":0.8523344248533249}],"sentiment":"positive","sentiment_score":0.6682936623692513,"channel":1,"num_words":7,"start":565.005,"end":566.78503},{"sentences":[{"text":"Thank you.","start":567.30505,"end":567.945,"sentiment":"positive","sentiment_score":0.8291895091533661},{"text":"Have a great day.","start":567.945,"end":568.825,"sentiment":"positive","sentiment_score":0.7914849370718002},{"text":"Bye.","start":568.825,"end":569.325,"sentiment":"neutral","sentiment_score":-0.08129627257585526}],"sentiment":"positive","sentiment_score":0.6775746420025826,"channel":0,"num_words":7,"start":567.30505,"end":569.325}]},"summary":{"result":"success","short":"A customer called Ertel tech support because their home Internet is not working. The representative asks the customer to check their account and reset their router to ensure a clean start. The representative also asks the customer to create a new password and check their service again."},"intents":{"segments":[{"text":"Is it okay if I check your account first?","start_word":106,"end_word":114,"intents":[{"intent":"Retrieve account information","confidence_score":0.00008541543}]},{"text":"to connect to to the Wi Fi to go into the browser. Is that correct? Yeah.","start_word":273,"end_word":288,"intents":[{"intent":"Connect to wi fi","confidence_score":0.12594928}]},{"text":"Hold Can we try to can we perform another reset on the router to ensure a clean start? on.","start_word":297,"end_word":315,"intents":[{"intent":"Reset router","confidence_score":0.033579554}]},{"text":"So it's now saying create an administrator password. Mhmm. It's asking a username and password? Just it says new password. Create a new password. Okay. Can you create one? Just please do remember that for future reference. Okay.","start_word":506,"end_word":543,"intents":[{"intent":"Provide information about password creation","confidence_score":0.019881135}]},{"text":"Select connection type. Please do select PPPoE. Select p p p p p o e. Yeah.","start_word":565,"end_word":580,"intents":[{"intent":"Inquire about connection type","confidence_score":0.04054073}]},{"text":"And the same password you sent me or the one I just put in?","start_word":618,"end_word":631,"intents":[{"intent":"Express confusion about password","confidence_score":0.000033701795}]},{"text":"It's now connection testing. Okay.","start_word":670,"end_word":674,"intents":[{"intent":"Mention connection testing","confidence_score":0.01465411}]},{"text":"So upon checking on your end, the service is now up and running. It's online now. Can we try to use the Internet? Yep.","start_word":682,"end_word":705,"intents":[{"intent":"Inform about service status","confidence_score":0.005975703}]},{"text":"So if you run into any issues or have more questions, feel free to give us a call anytime. Yeah.","start_word":716,"end_word":735,"intents":[{"intent":"Offer assistance","confidence_score":0.101008736}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2776718735694885},{"text":"Good morning. This is Maureen from Ertel tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.5304571390151978},{"text":"Hello. Hi, Marlene. My name is. I Mhmm. called you this morning as well regarding my home Internet. Mhmm.","start_word":16,"end_word":34,"sentiment":"neutral","sentiment_score":0.11722812056541444},{"text":"Still not back online.","start_word":35,"end_word":38,"sentiment":"negative","sentiment_score":-0.3722057640552521},{"text":"I was just wondering if you can help me out, please. Okay. Have you received the email instruction that I sent to you? Yes. I did Mhmm. went to the portal, and I did, yeah, enter the details, but it's still the same thing.","start_word":39,"end_word":82,"sentiment":"neutral","sentiment_score":-0.10499931126832962},{"text":"There's no connection.","start_word":83,"end_word":85,"sentiment":"negative","sentiment_score":-0.47974693775177},{"text":"Have you entered the credentials correctly or it's already there? Yes. No. I entered the one you sent me. Okay. Is it okay if I check your account first? Let me just Yep. put you on hold. Sure. K. Hang on. Yep. Hello, Atsun? Yes. Does the credentials went saved successfully? What does it say? Mhmm. I'm sorry? Is is the credentials safe successfully? Mhmm. May I know the message that you received? Is it, Yes. like, So a on message the portal, it it is says, successful? Mhmm. yeah, it says successful, but when it was running the test, the test wasn't complete. So I skipped that one. I'm sorry. It Mhmm. was Okay. saying no Internet connection. Mhmm. You said you skipped the test? Yep. Mhmm. Can we try to enter it again? Can you Can you do it from your end? mhmm.","start_word":86,"end_word":230,"sentiment":"neutral","sentiment_score":-0.07707180082798004},{"text":"Actually, we we can't do it on our end because it should be at the router's interface setting, and we don't have we don't have access for it to it.","start_word":231,"end_word":260,"sentiment":"negative","sentiment_score":-0.5290409326553345},{"text":"Okay. Yeah. Just Mhmm. give me a second. So I have Okay. to connect to to the Wi Fi to go into the browser. Is that correct? Yeah. That's correct. Just give me a second then. Hold Can we try to can we perform another reset on the router to ensure a clean start? on. Yep. So just Mhmm. press the reset button. Yeah. Please press and hold that button for about thirty seconds until the router restarts. Let me know once the router lights are back on and stable. So I've restarted it. The lights the power light is on. It blinked. Okay. Yeah. The lights are back on now. Okay. Can we log in out to the router's interface? Yeah. So do because I don't have Internet currently working, do I do I need to connect to the hotspot from the phone to go to the browser? Actually, for us to access the router's interface even without Internet access, your device must be connected to the router's Wi Fi network. Okay. Mhmm. Yeah. It says you're not connected to the Internet. Yeah. That's okay. You can still access type in at the address bar the IP address. Yeah. I did the Mhmm. one nine two point one six eight point one point one. Is that the IP address printed at the back of your router? Just a second. Yeah. Because it might be different. No. I I got it. I got in. Okay. So it's now saying create an administrator password. Mhmm. It's asking a username and password? Just it says new password. Create a new password. Okay. Can you create one? Just please do remember that for future reference. Okay. Mhmm. Okay. I'm in now. It says select the time zone. So it will be plus ten UTC. Yeah. Yep. Okay. Select connection type. Please do select PPPoE. Select p p p p p o e. Yeah. That's correct. Okay. Says username. So the username was the one you sent me. You mean the username p p p o e username and password? Yeah. Yep. That's the one that I emailed you. Okay. Mhmm. And the same password you sent me or the one I just put in? For the pass PPPOE password, it's also the one that I emailed you. Okay. Just a second. Okay. Yep. It says personalized wireless setting. It's not connecting able to point five gigs, five gigs, and password yet. Okay. It's now connection testing. Okay. Let's just wait for it. Yep. Mhmm. So upon checking on your end, the service is now up and running. It's online now. Can we try to use the Internet? Yep. I can check. Okay. Yep.","start_word":261,"end_word":710,"sentiment":"neutral","sentiment_score":0.00804224516161614},{"text":"It's working now. Okay. Great.","start_word":711,"end_word":715,"sentiment":"positive","sentiment_score":0.501661479473114},{"text":"So if you run into any issues or have more questions, feel free to give us a call anytime. Yeah.","start_word":716,"end_word":735,"sentiment":"neutral","sentiment_score":0.31851911544799805},{"text":"No problem. Thank you so much. Thank you. Have a great day. Bye.","start_word":736,"end_word":748,"sentiment":"positive","sentiment_score":0.7285240292549133}],"average":{"sentiment":"neutral","sentiment_score":-0.0008307924761681699}}}}