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And your full name, miss? Okay. Is it okay if I put you on hold? Let me just check your account. Yeah. And may I also ask when is the last time that you did have down Internet? Okay. Okay. Hang on. Let me just check. Hello, sir Ranjan? Yes. Thank you for waiting. So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address. So there's other impacted location, not only you, actually. So for this year, this it started happening, upon checking here, March 5? Actually, this morning, there's a, yeah, a plan outage. Sorry. It's not an outage. It's a plan maintenance plan network maintenance scheduled today from 6AM to 9AM, Sydney time. So this mhmm. Sorry? Actually, I think we have overlooked the location, the impacted location. That's why we we weren't able to include your email, and we're really sorry for that. So this maintenance is part of ongoing network improvements to help enhance service quality? As of the moment, there's no announcement for an upcoming network maintenance again. This is the latest network maintenance that net Linham Networks informed us. Yeah. Sure. I'll I'll I'll be adding your email. Sorry. Sorry. Because I think the agent overlooked the addresses impacted and did not include your email to be notified. So with our representative already sent just now the announcement for this plan maintenance. Maybe she did just overlook the addresses and did not in forgot to include your email to those affected. Yeah. That's why you haven't informed. Mhmm. Mhmm. Yeah. Yeah. Apologies for the inconvenience this has caused you. Mhmm. Yeah. Sorry for that. We'll be including your email every now and then once there's another outage if ever, but hopefully, no outages incoming. Yeah. Okay. Thank you. Anything else? Okay. Thank you. I'm really sorry again. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nMhmm. Mhmm. Okay. I see. Can I have your full name, please, for me to check the account?\n\nMhmm. And your full name, miss? Okay. Is it okay if I put you on hold? Let me just check your account.\n\nYeah. And may I also ask when is the last time that you did have down Internet? Okay. Okay. Hang on.\n\nLet me just check. Hello, sir Ranjan? Yes. Thank you for waiting. So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address.\n\nSo there's other impacted location, not only you, actually. So for this year, this it started happening, upon checking here, March 5? Actually, this morning, there's a, yeah, a plan outage. Sorry. It's not an outage.\n\nIt's a plan maintenance plan network maintenance scheduled today from 6AM to 9AM, Sydney time. So this mhmm. Sorry? Actually, I think we have overlooked the location, the impacted location. That's why we we weren't able to include your email, and we're really sorry for that.\n\nSo this maintenance is part of ongoing network improvements to help enhance service quality? As of the moment, there's no announcement for an upcoming network maintenance again. This is the latest network maintenance that net Linham Networks informed us. Yeah. Sure.\n\nI'll I'll I'll be adding your email. Sorry. Sorry. Because I think the agent overlooked the addresses impacted and did not include your email to be notified. So with our representative already sent just now the announcement for this plan maintenance.\n\nMaybe she did just overlook the addresses and did not in forgot to include your email to those affected. Yeah. That's why you haven't informed. Mhmm. Mhmm.\n\nYeah. Yeah. Apologies for the inconvenience this has caused you. Mhmm. Yeah.\n\nSorry for that. We'll be including your email every now and then once there's another outage if ever, but hopefully, no outages incoming. Yeah. Okay. Thank you.\n\nAnything else? Okay. Thank you. I'm really sorry again. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.36,"end":1.8399999,"sentiment":"neutral","sentiment_score":0.10761231184005736},{"text":"Good morning.","start":1.8399999,"end":2.5,"sentiment":"neutral","sentiment_score":0.29821957647800446},{"text":"This is Maureen from Airtel tech support.","start":2.56,"end":5.46,"sentiment":"neutral","sentiment_score":0.26240686220782145},{"text":"How can I assist you 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overlooked the addresses impacted and did not include your email to be notified.","start":425.90997,"end":436.47498,"sentiment":"neutral","sentiment_score":-0.18391756671998236},{"text":"So with our representative already sent just now the announcement for this plan maintenance.","start":441.895,"end":452.61,"sentiment":"neutral","sentiment_score":-0.15141490421124867}],"sentiment":"neutral","sentiment_score":-0.11974768395104059,"num_words":41,"start":421.43,"end":452.61},{"sentences":[{"text":"Maybe she did just overlook the addresses and did not in forgot to include your email to those affected.","start":453.79,"end":463.405,"sentiment":"neutral","sentiment_score":-0.15330760729940315},{"text":"Yeah.","start":463.705,"end":464.205,"sentiment":"neutral","sentiment_score":-0.1770748794078827},{"text":"That's why you haven't 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Hi. Good morning. My name is. I'm just calling regarding some Internet breakdowns happening to us, especially there was a interruption this morning about hour ago. And also last week also, there were some down times in the evenings. Just trying to understand whether you guys get notification or because I've been working. I was in a meeting during during my work, and suddenly, the Internet was gone and kind of, you know, like, embarrassed. Address number 9, Depot Circuit, Warrington, New Southwest 2747. This morning around nine. Yep. Yep. March? No. I'm talking about this morning. What what about this morning? But I didn't I didn't. Like, if I knew, I would not use this service. How can I how come I didn't get notified for any plan outages? How come I didn't notified? Okay. So so when did when when the next one? When the next outage? I need to understand. So can you then add my email to the whatever the list? What do you mean by overlook? It's like I didn't get the point. You can understand how frustrating. Right? Because we have to do our day to day work, and, sadly, if something is just gone during a meeting, it's just embarrassing. Right? Well, I I hope that from now onwards, at least, we will be notified in advance. In that case, we will find other other ways to, you know, do our job. Yeah. Alright. Yeah. Alright then. Alright. No problem. Thank you. 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Hi. Good morning. My name is. I'm just calling regarding some Internet breakdowns happening to us, especially there was a interruption this morning about hour ago.\n\nAnd also last week also, there were some down times in the evenings. Just trying to understand whether you guys get notification or because I've been working. I was in a meeting during during my work, and suddenly, the Internet was gone and kind of, you know, like, embarrassed. Address number 9, Depot Circuit, Warrington, New Southwest 2747. This morning around nine.\n\nYep. Yep. March? No. I'm talking about this morning.\n\nWhat what about this morning? But I didn't I didn't. Like, if I knew, I would not use this service. How can I how come I didn't get notified for any plan outages? How come I didn't notified?\n\nOkay. So so when did when when the next one? When the next outage? I need to understand. So can you then add my email to the whatever the list?\n\nWhat do you mean by overlook? It's like I didn't get the point. You can understand how frustrating. Right? Because we have to do our day to day work, and, sadly, if something is just gone during a meeting, it's just embarrassing.\n\nRight? Well, I I hope that from now onwards, at least, we will be notified in advance. In that case, we will find other other ways to, you know, do our job. Yeah. Alright.\n\nYeah. Alright then. Alright. No problem. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.03994324058294296},{"text":"Hi.","start":8.639999,"end":8.88,"sentiment":"neutral","sentiment_score":0.06520665436983109},{"text":"Good morning.","start":8.88,"end":9.44,"sentiment":"neutral","sentiment_score":0.11878806352615356},{"text":"My name is.","start":9.44,"end":10.26,"sentiment":"neutral","sentiment_score":0.06088704119126002},{"text":"I'm just calling regarding some Internet breakdowns happening to us, especially there was a interruption this morning about hour ago.","start":11.599999,"end":24.835,"sentiment":"neutral","sentiment_score":-0.17286339229904116}],"sentiment":"neutral","sentiment_score":-0.10858817408896154,"num_words":27,"start":8.4,"end":24.835},{"sentences":[{"text":"And also last week also, there were some down times in the 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Good morning. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Yeah. Hi. Good morning. My name is.\n\nChannel 0: Mhmm.\n\nChannel 1: I'm\n\nChannel 0: Mhmm.\n\nChannel 1: just calling regarding some Internet breakdowns happening to us, especially there was a interruption this morning about hour ago. And also last week also, there were some down times in the evenings. Just trying to understand whether you guys get notification or because I've been working. I was in a meeting during\n\nChannel 0: Mhmm.\n\nChannel 1: during my work, and suddenly, the Internet was gone and kind of, you know, like, embarrassed.\n\nChannel 0: Okay. I see. Can I have your full name, please, for me to check the account?\n\nChannel 1: Address number 9, Depot\n\nChannel 0: Mhmm.\n\nChannel 1: Circuit, Warrington, New Southwest 2747.\n\nChannel 0: And your full name, miss? Okay. Is it okay if I put you on hold? Let me just check your account. Yeah.\n\nAnd may I also ask when is the last time that you did have down\n\nChannel 1: This morning around nine.\n\nChannel 0: Internet? Okay. Okay. Hang on. Let me just check.\n\nChannel 1: Yep.\n\nChannel 0: Hello, sir Ranjan?\n\nChannel 1: Yep.\n\nChannel 0: Yes. Thank you for waiting. So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address. So there's other impacted location, not only you, actually. So for this year, this it started happening, upon checking here, March 5?\n\nChannel 1: March? No. I'm talking about this morning. What what about this morning?\n\nChannel 0: Actually, this morning, there's a, yeah, a plan outage. Sorry. It's not an outage. It's a plan maintenance plan network maintenance scheduled today from 6AM to 9AM, Sydney time. So\n\nChannel 1: But I didn't\n\nChannel 0: this\n\nChannel 1: I\n\nChannel 0: mhmm.\n\nChannel 1: didn't. Like, if I knew, I would not use this service. How can I how come I didn't get notified for any plan outages?\n\nChannel 0: Sorry?\n\nChannel 1: How come I didn't notified?\n\nChannel 0: Actually, I think we have overlooked the location, the impacted location. That's why we we weren't able to include your email, and we're really sorry for that. So this maintenance is part of ongoing network improvements to help enhance service quality?\n\nChannel 1: Okay. So so when did when when the next one? When the next outage? I need to understand.\n\nChannel 0: As of the moment, there's no announcement for an upcoming network maintenance again. This is the latest network maintenance that net Linham Networks informed us.\n\nChannel 1: So can you then add my email to the whatever the list?\n\nChannel 0: Yeah. Sure. I'll I'll I'll be adding your email. Sorry. Sorry.\n\nBecause I think the agent overlooked the addresses impacted and did not include your email to be notified.\n\nChannel 1: What do you mean by overlook? It's like I didn't get the point.\n\nChannel 0: So with our representative already sent just now the announcement for this plan maintenance. Maybe she did just overlook the addresses and did not in forgot to include your email to those affected. Yeah. That's why you haven't informed.\n\nChannel 1: You can understand how frustrating.\n\nChannel 0: Mhmm.\n\nChannel 1: Right? Because\n\nChannel 0: Mhmm.\n\nChannel 1: we have to do our day to day work, and, sadly, if something is just gone during a meeting, it's just embarrassing. Right?\n\nChannel 0: Yeah. Yeah. Apologies for the inconvenience this has caused you.\n\nChannel 1: Well, I I hope that from\n\nChannel 0: Mhmm.\n\nChannel 1: now onwards, at least, we will be notified in advance. In that case, we will find other other ways to, you know, do our job.\n\nChannel 0: Yeah. Sorry for that. We'll be including your email every now and then once\n\nChannel 1: Yeah. Alright.\n\nChannel 0: there's another outage if ever, but hopefully, no outages incoming.\n\nChannel 1: Yeah. Alright then.\n\nChannel 0: Yeah. Okay. Thank you. Anything else? Okay.\n\nThank you. I'm really sorry again.\n\nChannel 1: Alright. No problem. Thank\n\nChannel 0: Bye\n\nChannel 1: you.\n\nChannel 0: for now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.36,"end":1.8399999,"sentiment":"neutral","sentiment_score":0.10761231184005736},{"text":"Good morning.","start":1.8399999,"end":2.5,"sentiment":"neutral","sentiment_score":0.29821957647800446},{"text":"This is Maureen from Airtel tech support.","start":2.56,"end":5.46,"sentiment":"neutral","sentiment_score":0.26240686220782145},{"text":"How can I assist you today?","start":5.7599998,"end":7.94,"sentiment":"neutral","sentiment_score":0.25481681774059933}],"sentiment":"neutral","sentiment_score":0.25436252541840076,"channel":0,"num_words":16,"start":1.36,"end":7.94},{"sentences":[{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.03994324058294296},{"text":"Hi.","start":8.639999,"end":8.88,"sentiment":"neutral","sentiment_score":0.06520665436983109},{"text":"Good 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happening to us, especially there was a interruption this morning about hour ago.","start":11.84,"end":24.835,"sentiment":"neutral","sentiment_score":-0.1813469387983021},{"text":"And also last week also, there were some down times in the evenings.","start":25.535,"end":31.619999,"sentiment":"neutral","sentiment_score":-0.19175687088416174},{"text":"Just trying to understand whether you guys get notification or because I've been working.","start":31.84,"end":39.6,"sentiment":"neutral","sentiment_score":-0.2813489479678018},{"text":"I was in a meeting during","start":39.6,"end":41.14,"sentiment":"neutral","sentiment_score":-0.2913546909888585}],"sentiment":"neutral","sentiment_score":-0.2235662418489273,"channel":1,"num_words":52,"start":11.84,"end":41.14},{"sentences":[{"text":"Mhmm.","start":41.975002,"end":42.475002,"sentiment":"neutral","sentiment_score":-0.2007656693458557}],"sentiment":"neutral","sentiment_score":-0.2007656693458557,"channel":0,"num_words":1,"start":41.975002,"end":42.475002},{"sentences":[{"text":"during my work, and suddenly, the Internet was gone and kind of, you know, like, embarrassed.","start":42.315,"end":48.895,"sentiment":"negative","sentiment_score":-0.47894938476383686}],"sentiment":"negative","sentiment_score":-0.47894938476383686,"channel":1,"num_words":16,"start":42.315,"end":48.895},{"sentences":[{"text":"Okay.","start":50.615,"end":50.855003,"sentiment":"neutral","sentiment_score":-0.04474077373743057},{"text":"I 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2747.","start":59.86,"end":64.6,"sentiment":"neutral","sentiment_score":0.010273890197277069}],"sentiment":"neutral","sentiment_score":0.010273890197277069,"channel":1,"num_words":5,"start":59.86,"end":64.6},{"sentences":[{"text":"And your full name, miss?","start":66.28,"end":67.755,"sentiment":"neutral","sentiment_score":0.007595943845808506},{"text":"Okay.","start":71.354996,"end":71.854996,"sentiment":"neutral","sentiment_score":-0.0008800690993666649},{"text":"Is it okay if I put you on hold?","start":72.314995,"end":74.075,"sentiment":"neutral","sentiment_score":0.0016715438622567388},{"text":"Let me just check your account.","start":74.075,"end":76.015,"sentiment":"neutral","sentiment_score":-0.0006424852957328161},{"text":"Yeah.","start":76.075,"end":76.475,"sentiment":"neutral","sentiment_score":-0.0033372966572642326}],"sentiment":"neutral","sentiment_score":0.0020432425662875175,"channel":0,"num_words":22,"start":66.28,"end":76.475},{"sentences":[{"text":"And may I also ask when is the last time that you did have down","start":76.475,"end":82.15,"sentiment":"neutral","sentiment_score":-0.02399226731310288}],"sentiment":"neutral","sentiment_score":-0.02399226731310288,"channel":0,"num_words":15,"start":76.475,"end":82.15},{"sentences":[{"text":"This morning around nine.","start":83.729996,"end":85.27,"sentiment":"neutral","sentiment_score":-0.035299512557685375}],"sentiment":"neutral","sentiment_score":-0.035299512557685375,"channel":1,"num_words":4,"start":83.729996,"end":85.27},{"sentences":[{"text":"Internet?","start":86.77,"end":87.27,"sentiment":"neutral","sentiment_score":-0.026475079357624057},{"text":"Okay.","start":87.729996,"end":88.229996,"sentiment":"neutral","sentiment_score":-0.01133657805621624},{"text":"Okay.","start":88.369995,"end":88.61,"sentiment":"neutral","sentiment_score":-0.006062471307814121},{"text":"Hang on.","start":88.61,"end":89.01,"sentiment":"neutral","sentiment_score":-0.0070426429156214},{"text":"Let me just check.","start":89.01,"end":89.99,"sentiment":"neutral","sentiment_score":0.004739218624308705}],"sentiment":"neutral","sentiment_score":-0.004333615561740266,"channel":0,"num_words":9,"start":86.77,"end":89.99},{"sentences":[{"text":"Yep.","start":90.53,"end":91.03,"sentiment":"neutral","sentiment_score":0.013718667440116404}],"sentiment":"neutral","sentiment_score":0.013718667440116404,"channel":1,"num_words":1,"start":90.53,"end":91.03},{"sentences":[{"text":"Hello, sir Ranjan?","start":284.84998,"end":286.06998,"sentiment":"neutral","sentiment_score":0.030064134548107784}],"sentiment":"neutral","sentiment_score":0.030064134548107784,"channel":0,"num_words":3,"start":284.84998,"end":286.06998},{"sentences":[{"text":"Yep.","start":286.62,"end":287.12,"sentiment":"neutral","sentiment_score":0.025082901120185852}],"sentiment":"neutral","sentiment_score":0.025082901120185852,"channel":1,"num_words":1,"start":286.62,"end":287.12},{"sentences":[{"text":"Yes.","start":287.65,"end":288.15,"sentiment":"neutral","sentiment_score":0.07046140730381012},{"text":"Thank you for waiting.","start":288.28998,"end":289.43,"sentiment":"neutral","sentiment_score":0.1861797794699669},{"text":"So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address.","start":290.095,"end":302.915,"sentiment":"neutral","sentiment_score":-0.054669501880804695},{"text":"So there's other impacted location, not only you, actually.","start":302.975,"end":308.31,"sentiment":"neutral","sentiment_score":-0.09538149585326512},{"text":"So for this year, this it started happening, upon checking here, March 5?","start":309.33002,"end":320.20502,"sentiment":"neutral","sentiment_score":-0.03908185832775556}],"sentiment":"neutral","sentiment_score":-0.03653696354697732,"channel":0,"num_words":51,"start":287.65,"end":320.20502},{"sentences":[{"text":"March?","start":323.315,"end":323.79498,"sentiment":"neutral","sentiment_score":-0.05427097529172897},{"text":"No.","start":323.79498,"end":324.035,"sentiment":"neutral","sentiment_score":-0.2200386673212051},{"text":"I'm talking about this morning.","start":324.035,"end":325.475,"sentiment":"neutral","sentiment_score":-0.18114559054374696},{"text":"What what about this morning?","start":325.475,"end":326.775,"sentiment":"neutral","sentiment_score":-0.12421908378601074}],"sentiment":"neutral","sentiment_score":-0.15009441785514355,"channel":1,"num_words":12,"start":323.315,"end":326.775},{"sentences":[{"text":"Actually, this morning, there's a, yeah, a plan outage.","start":328.745,"end":331.885,"sentiment":"neutral","sentiment_score":-0.2785307632552253},{"text":"Sorry.","start":333.14,"end":333.46,"sentiment":"negative","sentiment_score":-0.3419632911682129},{"text":"It's not an outage.","start":333.46,"end":334.44,"sentiment":"neutral","sentiment_score":-0.30344459414482117},{"text":"It's a plan maintenance plan network maintenance scheduled today from 6AM to 9AM, Sydney 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if I knew, I would not use this service.","start":346.49002,"end":351.14502,"sentiment":"negative","sentiment_score":-0.44394099712371826},{"text":"How can I how come I didn't get notified for any plan outages?","start":352.405,"end":356.505,"sentiment":"negative","sentiment_score":-0.47929168205994827}],"sentiment":"negative","sentiment_score":-0.45921823134024936,"channel":1,"num_words":24,"start":346.17,"end":356.505},{"sentences":[{"text":"Sorry?","start":360.0,"end":360.5,"sentiment":"neutral","sentiment_score":-0.18744973838329315}],"sentiment":"neutral","sentiment_score":-0.18744973838329315,"channel":0,"num_words":1,"start":360.0,"end":360.5},{"sentences":[{"text":"How come I didn't notified?","start":361.285,"end":363.14502,"sentiment":"neutral","sentiment_score":-0.20274817645549775}],"sentiment":"neutral","sentiment_score":-0.20274817645549775,"channel":1,"num_words":5,"start":361.285,"end":363.14502},{"sentences":[{"text":"Actually, I think we have overlooked the location, 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outage?","start":393.85,"end":394.99002,"sentiment":"neutral","sentiment_score":-0.047003996558487415},{"text":"I need to understand.","start":395.21002,"end":396.27002,"sentiment":"neutral","sentiment_score":-0.08063533157110214}],"sentiment":"neutral","sentiment_score":-0.043133371199170746,"channel":1,"num_words":18,"start":390.085,"end":396.27002},{"sentences":[{"text":"As of the moment, there's no announcement for an upcoming network maintenance again.","start":397.98,"end":405.07498,"sentiment":"neutral","sentiment_score":-0.08754041504401427},{"text":"This is the latest network maintenance that net Linham Networks informed us.","start":405.07498,"end":413.895,"sentiment":"neutral","sentiment_score":-0.028126274701207876}],"sentiment":"neutral","sentiment_score":-0.0590216276794672,"channel":0,"num_words":25,"start":397.98,"end":413.895},{"sentences":[{"text":"So can you then add my email to the whatever the list?","start":415.29498,"end":419.93,"sentiment":"neutral","sentiment_score":0.005959444213658571}],"sentiment":"neutral","sentiment_score":0.005959444213658571,"channel":1,"num_words":12,"start":415.29498,"end":419.93},{"sentences":[{"text":"Yeah.","start":420.47,"end":420.97,"sentiment":"neutral","sentiment_score":0.0454377755522728},{"text":"Sure.","start":421.11,"end":421.43,"sentiment":"neutral","sentiment_score":0.09263810515403748},{"text":"I'll I'll I'll be adding your email.","start":421.43,"end":423.43,"sentiment":"neutral","sentiment_score":0.09397199324199132},{"text":"Sorry.","start":423.43,"end":423.93,"sentiment":"neutral","sentiment_score":-0.05240736901760101},{"text":"Sorry.","start":425.19,"end":425.69,"sentiment":"neutral","sentiment_score":-0.08472676575183868}],"sentiment":"neutral","sentiment_score":0.05988597260280089,"channel":0,"num_words":11,"start":420.47,"end":425.69},{"sentences":[{"text":"Because I think the agent overlooked the addresses impacted and did not include your email to be notified.","start":425.90997,"end":436.47498,"sentiment":"neutral","sentiment_score":-0.18391756671998236}],"sentiment":"neutral","sentiment_score":-0.18391756671998236,"channel":0,"num_words":18,"start":425.90997,"end":436.47498},{"sentences":[{"text":"What do you mean by overlook?","start":436.01498,"end":437.69498,"sentiment":"neutral","sentiment_score":-0.10332401345173518},{"text":"It's like I didn't get the point.","start":437.69498,"end":439.63498,"sentiment":"neutral","sentiment_score":-0.22675561692033494}],"sentiment":"neutral","sentiment_score":-0.16978718455021197,"channel":1,"num_words":13,"start":436.01498,"end":439.63498},{"sentences":[{"text":"So with our representative already sent just now the announcement for this plan maintenance.","start":441.895,"end":452.61,"sentiment":"neutral","sentiment_score":-0.15141490421124867},{"text":"Maybe she did just overlook the addresses and did not in forgot to include your email to those 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have to do our day to day work, and, sadly, if something is just gone during a meeting, it's just embarrassing.","start":471.97,"end":478.95,"sentiment":"negative","sentiment_score":-0.3940491716970097},{"text":"Right?","start":479.09003,"end":479.59003,"sentiment":"neutral","sentiment_score":-0.20134779810905457}],"sentiment":"negative","sentiment_score":-0.38567085110622906,"channel":1,"num_words":23,"start":471.97,"end":479.59003},{"sentences":[{"text":"Yeah.","start":480.99,"end":481.49,"sentiment":"neutral","sentiment_score":-0.14828607439994812},{"text":"Yeah.","start":481.55,"end":481.63,"sentiment":"neutral","sentiment_score":-0.18266597390174863},{"text":"Apologies for the inconvenience this has caused you.","start":481.63,"end":485.17,"sentiment":"negative","sentiment_score":-0.36404523253440857}],"sentiment":"neutral","sentiment_score":-0.3243313908576965,"channel":0,"num_words":10,"start":480.99,"end":485.17},{"sentences":[{"text":"Well, I I hope that from","start":485.785,"end":487.625,"sentiment":"neutral","sentiment_score":0.01083904504776001}],"sentiment":"neutral","sentiment_score":0.01083904504776001,"channel":1,"num_words":6,"start":485.785,"end":487.625},{"sentences":[{"text":"Mhmm.","start":487.485,"end":487.985,"sentiment":"neutral","sentiment_score":0.09435679018497468}],"sentiment":"neutral","sentiment_score":0.09435679018497468,"channel":0,"num_words":1,"start":487.485,"end":487.985},{"sentences":[{"text":"now onwards, at least, we will be notified in advance.","start":487.625,"end":490.605,"sentiment":"neutral","sentiment_score":0.12609473541378974},{"text":"In that case, we will find other other ways to, you know, do our job.","start":490.745,"end":495.565,"sentiment":"neutral","sentiment_score":0.064484374721845}],"sentiment":"neutral","sentiment_score":0.0891285189986229,"channel":1,"num_words":25,"start":487.625,"end":495.565},{"sentences":[{"text":"Yeah.","start":498.76498,"end":499.26498,"sentiment":"neutral","sentiment_score":0.025753775611519817},{"text":"Sorry for that.","start":499.405,"end":500.54498,"sentiment":"neutral","sentiment_score":0.005370105306307475},{"text":"We'll be including your email every now and then once","start":500.685,"end":505.25,"sentiment":"neutral","sentiment_score":0.03193680085241794}],"sentiment":"neutral","sentiment_score":0.025802292861044407,"channel":0,"num_words":14,"start":498.76498,"end":505.25},{"sentences":[{"text":"Yeah.","start":505.63,"end":505.87,"sentiment":"neutral","sentiment_score":0.01578754186630249},{"text":"Alright.","start":505.87,"end":506.37,"sentiment":"neutral","sentiment_score":0.03455551713705063}],"sentiment":"neutral","sentiment_score":0.02517152950167656,"channel":1,"num_words":2,"start":505.63,"end":506.37},{"sentences":[{"text":"there's another outage if ever, but hopefully, no outages incoming.","start":506.27,"end":510.77,"sentiment":"neutral","sentiment_score":-0.031707763671875}],"sentiment":"neutral","sentiment_score":-0.031707763671875,"channel":0,"num_words":10,"start":506.27,"end":510.77},{"sentences":[{"text":"Yeah.","start":511.71,"end":512.11,"sentiment":"neutral","sentiment_score":0.01457342691719532},{"text":"Alright then.","start":512.11,"end":512.925,"sentiment":"neutral","sentiment_score":0.05418946221470833}],"sentiment":"neutral","sentiment_score":0.04098411711553732,"channel":1,"num_words":3,"start":511.71,"end":512.925},{"sentences":[{"text":"Yeah.","start":513.55,"end":514.05,"sentiment":"neutral","sentiment_score":0.067021444439888},{"text":"Okay.","start":515.07,"end":515.57,"sentiment":"neutral","sentiment_score":0.11079587042331696},{"text":"Thank you.","start":515.91504,"end":516.575,"sentiment":"neutral","sentiment_score":0.1927177682518959},{"text":"Anything else?","start":516.79504,"end":517.61505,"sentiment":"neutral","sentiment_score":0.10592099651694298},{"text":"Okay.","start":519.91504,"end":520.41504,"sentiment":"neutral","sentiment_score":0.1017574816942215}],"sentiment":"neutral","sentiment_score":0.12526461801358632,"channel":0,"num_words":7,"start":513.55,"end":520.41504},{"sentences":[{"text":"Thank you.","start":520.635,"end":521.35504,"sentiment":"neutral","sentiment_score":0.16393375396728516},{"text":"I'm really sorry again.","start":521.35504,"end":522.655,"sentiment":"neutral","sentiment_score":-0.10068663768470287}],"sentiment":"neutral","sentiment_score":-0.01247984046737353,"channel":0,"num_words":6,"start":520.635,"end":522.655},{"sentences":[{"text":"Alright.","start":523.08496,"end":523.40497,"sentiment":"neutral","sentiment_score":0.07424171268939972},{"text":"No problem.","start":523.40497,"end":524.14496,"sentiment":"neutral","sentiment_score":0.1735304668545723},{"text":"Thank","start":524.285,"end":524.445,"sentiment":"neutral","sentiment_score":0.21912215650081637}],"sentiment":"neutral","sentiment_score":0.16010620072484016,"channel":1,"num_words":4,"start":523.08496,"end":524.445},{"sentences":[{"text":"Bye","start":524.315,"end":524.555,"sentiment":"neutral","sentiment_score":0.2537197768688202}],"sentiment":"neutral","sentiment_score":0.2537197768688202,"channel":0,"num_words":1,"start":524.315,"end":524.555},{"sentences":[{"text":"you.","start":524.445,"end":524.945,"sentiment":"neutral","sentiment_score":0.23147115111351013}],"sentiment":"neutral","sentiment_score":0.23147115111351013,"channel":1,"num_words":1,"start":524.445,"end":524.945},{"sentences":[{"text":"for now.","start":524.555,"end":525.29504,"sentiment":"neutral","sentiment_score":0.12002832442522049}],"sentiment":"neutral","sentiment_score":0.12002832442522049,"channel":0,"num_words":2,"start":524.555,"end":525.29504},{"sentences":[{"text":"Bye.","start":525.725,"end":526.225,"sentiment":"neutral","sentiment_score":-0.07110437750816345}],"sentiment":"neutral","sentiment_score":-0.07110437750816345,"channel":1,"num_words":1,"start":525.725,"end":526.225}]},"summary":{"result":"success","short":"A customer called Airtel tech support about internet outages and planned maintenance planned for that day. The representative checked the customer's account and found out there was a plan outage scheduled for that day, but the customer did not receive any notification. The representative apologized for the inconvenience and promised to include the customer's email in future outages."},"intents":{"segments":[{"text":"Can I have your full name, please, for me to check the account?","start_word":98,"end_word":110,"intents":[{"intent":"Request customer information","confidence_score":0.000040613308}]},{"text":"So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address. So there's other impacted location, not only you, actually. So for this year, this it started happening, upon checking here, March 5? March?","start_word":181,"end_word":227,"intents":[{"intent":"Request plan maintenance","confidence_score":0.013877528}]},{"text":"How come I didn't notified? Actually, I think we have overlooked the location, the impacted location. That's why we we weren't able to include your email, and we're really sorry for that. So this maintenance is part of ongoing network improvements to help enhance service quality? Okay. So so when did when when the next one? When the next outage?","start_word":301,"end_word":360,"intents":[{"intent":"Update outage notifications","confidence_score":0.00049144216}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Airtel tech support. How can I assist you today? Yeah. Hi. Good morning. My name is. Mhmm. I'm Mhmm. just calling regarding some Internet breakdowns happening to us, especially there was a interruption this morning about hour ago. And also last week also, there were some down times in the evenings. Just trying to understand whether you guys get notification or because I've been working. I was in a meeting during Mhmm.","start_word":0,"end_word":78,"sentiment":"neutral","sentiment_score":-0.0755394920706749},{"text":"during my work, and suddenly, the Internet was gone and kind of, you know, like, embarrassed.","start_word":79,"end_word":94,"sentiment":"negative","sentiment_score":-0.4760068356990814},{"text":"Okay. I see. Can I have your full name, please, for me to check the account? Address number 9, Depot Mhmm. Circuit, Warrington, New Southwest 2747. And your full name, miss? Okay. Is it okay if I put you on hold? Let me just check your account. Yeah. And may I also ask when is the last time that you did have down This morning around nine. Internet? Okay. Okay. Hang on. Let me just check. Yep. Hello, sir Ranjan? Yep. Yes. Thank you for waiting. So upon checking your account and the address, there's been a plan network maintenance that has been happening since this year, including your address. So there's other impacted location, not only you, actually. So for this year, this it started happening, upon checking here, March 5? March? No. I'm talking about this morning. What what about this morning? Actually, this morning, there's a, yeah, a plan outage.","start_word":95,"end_word":247,"sentiment":"neutral","sentiment_score":-0.04723183438181877},{"text":"Sorry.","start_word":248,"end_word":248,"sentiment":"negative","sentiment_score":-0.3419632911682129},{"text":"It's not an outage. It's a plan maintenance plan network maintenance scheduled today from 6AM to 9AM, Sydney time.","start_word":249,"end_word":267,"sentiment":"neutral","sentiment_score":-0.2269107848405838},{"text":"So But I didn't this I mhmm. didn't. Like, if I knew, I would not use this service. How can I how come I didn't get notified for any plan outages?","start_word":268,"end_word":298,"sentiment":"negative","sentiment_score":-0.42002785205841064},{"text":"Sorry? How come I didn't notified? Actually, I think we have overlooked the location, the impacted location.","start_word":299,"end_word":315,"sentiment":"neutral","sentiment_score":-0.2279445914661183},{"text":"That's why we we weren't able to include your email, and we're really sorry for that.","start_word":316,"end_word":331,"sentiment":"negative","sentiment_score":-0.3722766935825348},{"text":"So this maintenance is part of ongoing network improvements to help enhance service quality? Okay. So so when did when when the next one? When the next outage? I need to understand. As of the moment, there's no announcement for an upcoming network maintenance again. This is the latest network maintenance that net Linham Networks informed us. So can you then add my email to the whatever the list? Yeah. Sure. I'll I'll I'll be adding your email. Sorry. Sorry. Because I think the agent overlooked the addresses impacted and did not include your email to be notified. What do you mean by overlook? It's like I didn't get the point. So with our representative already sent just now the announcement for this plan maintenance. Maybe she did just overlook the addresses and did not in forgot to include your email to those affected. Yeah. That's why you haven't informed.","start_word":332,"end_word":481,"sentiment":"neutral","sentiment_score":-0.0944981500506401},{"text":"You can understand how frustrating.","start_word":482,"end_word":486,"sentiment":"negative","sentiment_score":-0.48002779483795166},{"text":"Mhmm. Right? Because Mhmm.","start_word":487,"end_word":490,"sentiment":"neutral","sentiment_score":-0.21178853511810303},{"text":"we have to do our day to day work, and, sadly, if something is just gone during a meeting, it's just embarrassing.","start_word":491,"end_word":512,"sentiment":"negative","sentiment_score":-0.3994527161121368},{"text":"Right? Yeah. Yeah.","start_word":513,"end_word":515,"sentiment":"neutral","sentiment_score":-0.1774332970380783},{"text":"Apologies for the inconvenience this has caused you.","start_word":516,"end_word":523,"sentiment":"negative","sentiment_score":-0.34968841075897217},{"text":"Well, I I hope that from Mhmm. now onwards, at least, we will be notified in advance. In that case, we will find other other ways to, you know, do our job. Yeah. Sorry for that. We'll be including your email every now and then once Yeah. Alright. there's another outage if ever, but hopefully, no outages incoming. Yeah. Alright then. Yeah. Okay. Thank you. Anything else? Okay. Thank you. I'm really sorry again. Alright. No problem. Thank Bye you. for now. Bye.","start_word":524,"end_word":606,"sentiment":"neutral","sentiment_score":0.057339456695390034}],"average":{"sentiment":"neutral","sentiment_score":-0.12036334995775232}}}}