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So I just spoke with him earlier, and he said that you do not have an Internet connection as of the moment. Yeah. May I know since when it happened? Yeah. Sure. Okay. I see. Does it just randomly went off? You did not do anything with the router? Okay. Can you see the router now? May I know the indicator light's color? Is it red, green? It's fashion green? Okay. So what we did now is reboot the network site. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Please unplug the router. Turn it off. Keep it unplugged for twenty minutes. Then after that, plug it back in and check your Internet connection. Sorry? Router usually has an antenna. Can you see it? Can you see, like, a box in there? Yeah. It's disconnected with yellow cable to the NTD box, the one box mounted on your wall. No. I need you to turn off, unplug it from the power source, the router. Yeah. Or there there's a button at the back of it. There should be a button, like, a turn on and turn off. You can just turn that off instead of plugging in. Yeah. Yeah. That's it. That is the router. Is it turned off right now? Can you still still see a light in it? Okay. That means it's still turned on. There should be no lights when it's turned off. It's off now? Yes. Okay. So just keep it turned off for twenty minutes, then I'll load this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Yeah. You can give that number a call. That's our, yeah, cost after hours support contact. Yeah. Sure. Okay. Bye for now. Thank you. 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Good afternoon. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nMhmm. Okay. May I know your husband's name for me to check the account? Okay. I see.\n\nYes. So I just spoke with him earlier, and he said that you do not have an Internet connection as of the moment. Yeah. May I know since when it happened? Yeah.\n\nSure. Okay. I see. Does it just randomly went off? You did not do anything with the router?\n\nOkay. Can you see the router now? May I know the indicator light's color? Is it red, green? It's fashion green?\n\nOkay. So what we did now is reboot the network site. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Please unplug the router. Turn it off.\n\nKeep it unplugged for twenty minutes. Then after that, plug it back in and check your Internet connection. Sorry? Router usually has an antenna. Can you see it?\n\nCan you see, like, a box in there? Yeah. It's disconnected with yellow cable to the NTD box, the one box mounted on your wall. No. I need you to turn off, unplug it from the power source, the router.\n\nYeah. Or there there's a button at the back of it. There should be a button, like, a turn on and turn off. You can just turn that off instead of plugging in. Yeah.\n\nYeah. That's it. That is the router. Is it turned off right now? Can you still still see a light in it?\n\nOkay. That means it's still turned on. There should be no lights when it's turned off. It's off now? Yes.\n\nOkay. So just keep it turned off for twenty minutes, then I'll load this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Yeah.\n\nYou can give that number a call. That's our, yeah, cost after hours support contact. Yeah. Sure. Okay.\n\nBye for now. Thank you. 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Hi. My husband got a call from his end, but he just sent me the Internet text message that you guys left. It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer. He wants me to take the call as the Wi Fi is not working at home. Adam Adam Michabi. Yes. Sometime around one second, please. Cool. Let's see. Maybe around 12:30 this today. No. Nothing. Just randomly I was in bed and the Wi Fi symbol on the phone was off. Green. It's flashing. Yeah. The router is the white one. Is that correct? The the white is it the white one? I think that there's a few electricity things here, and I think it might be the that the right one. The yellow cable, data cable, UTP. Oh, the d l o cable, do you want me to disconnect that? I think this is it. I'm not sure. No. This this PayPay look, it just has a button, and I pushed it, but it has a red I think so. Has a blue light now. Maybe it's oh, it's off now. Yeah. Okay. So do I just call the after hours after? Okay. Thank you very much. I turned it all off, so I'll wait twenty minutes. Thank you. Bye. You too. 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Hi. My husband got a call from his end, but he just sent me the Internet text message that you guys left. It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer. He wants me to take the call as the Wi Fi is not working at home.\n\nAdam Adam Michabi. Yes. Sometime around one second, please. Cool. Let's see.\n\nMaybe around 12:30 this today. No. Nothing. Just randomly I was in bed and the Wi Fi symbol on the phone was off. Green.\n\nIt's flashing. Yeah. The router is the white one. Is that correct? The the white is it the white one?\n\nI think that there's a few electricity things here, and I think it might be the that the right one. The yellow cable, data cable, UTP. Oh, the d l o cable, do you want me to disconnect that? I think this is it. I'm not sure.\n\nNo. This this PayPay look, it just has a button, and I pushed it, but it has a red I think so. Has a blue light now. Maybe it's oh, it's off now. Yeah.\n\nOkay. So do I just call the after hours after? Okay. Thank you very much. I turned it all off, so I'll wait twenty minutes.\n\nThank you. Bye. You too. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":7.7599998,"end":8.16,"sentiment":"neutral","sentiment_score":0.045386068522930145},{"text":"Hi.","start":8.16,"end":8.4,"sentiment":"neutral","sentiment_score":-0.02414504997432232},{"text":"My husband got a call from his end, but he just sent me the Internet text message that you guys left.","start":8.4,"end":15.975,"sentiment":"neutral","sentiment_score":-0.1428748518228531},{"text":"It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer.","start":16.935,"end":25.654999,"sentiment":"negative","sentiment_score":-0.3539039134979248},{"text":"He wants me to take the call as the Wi Fi is not working at home.","start":25.654999,"end":29.835,"sentiment":"negative","sentiment_score":-0.42411007173359394}],"sentiment":"neutral","sentiment_score":-0.29082015398307703,"num_words":64,"start":7.7599998,"end":29.835},{"sentences":[{"text":"Adam Adam Michabi.","start":34.86,"end":36.96,"sentiment":"neutral","sentiment_score":0.0001648391286532084},{"text":"Yes.","start":44.805,"end":45.305,"sentiment":"neutral","sentiment_score":-0.10116700083017348},{"text":"Sometime around one second, please.","start":56.644997,"end":65.47,"sentiment":"neutral","sentiment_score":-0.03384541049599647},{"text":"Cool.","start":66.89,"end":67.39,"sentiment":"neutral","sentiment_score":0.19472502171993256},{"text":"Let's see.","start":67.85,"end":68.909996,"sentiment":"neutral","sentiment_score":0.12135563790798187}],"sentiment":"neutral","sentiment_score":0.013961396800975004,"num_words":12,"start":34.86,"end":68.909996},{"sentences":[{"text":"Maybe around 12:30 this 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one.","start":135.545,"end":137.965,"sentiment":"neutral","sentiment_score":0.029091188063224156},{"text":"Is that correct?","start":138.02501,"end":138.925,"sentiment":"neutral","sentiment_score":0.023704930829505127},{"text":"The the white is it the white one?","start":140.95,"end":143.93,"sentiment":"neutral","sentiment_score":-0.07032164046540856}],"sentiment":"neutral","sentiment_score":-0.0157228774856776,"num_words":20,"start":102.535,"end":143.93},{"sentences":[{"text":"I think that there's a few electricity things here, and I think it might be the that the right one.","start":144.07,"end":153.595,"sentiment":"neutral","sentiment_score":-0.14922561757266523},{"text":"The yellow cable, data cable, UTP.","start":162.535,"end":172.51001,"sentiment":"neutral","sentiment_score":0.012452182359993458},{"text":"Oh, the d l o cable, do you want me to disconnect that?","start":185.55501,"end":188.615,"sentiment":"neutral","sentiment_score":-0.011827918342672862},{"text":"I think this is it.","start":201.95001,"end":203.15001,"sentiment":"neutral","sentiment_score":-0.11718795001506806},{"text":"I'm not sure.","start":203.15001,"end":204.05,"sentiment":"neutral","sentiment_score":-0.11385478079319}],"sentiment":"neutral","sentiment_score":-0.08491630400431917,"num_words":47,"start":144.07,"end":204.05},{"sentences":[{"text":"No.","start":230.51999,"end":231.0,"sentiment":"neutral","sentiment_score":-0.032873742282390594},{"text":"This this PayPay look, it just has a button, and I pushed it, but it has a red I think so.","start":231.0,"end":247.475,"sentiment":"neutral","sentiment_score":-0.018664594562280746},{"text":"Has a blue light now.","start":253.45,"end":255.07,"sentiment":"neutral","sentiment_score":-0.015459068678319454},{"text":"Maybe it's oh, it's off now.","start":263.415,"end":275.115,"sentiment":"neutral","sentiment_score":-0.032013741632302604},{"text":"Yeah.","start":278.28,"end":278.78,"sentiment":"neutral","sentiment_score":0.008365334011614323}],"sentiment":"neutral","sentiment_score":-0.02017184374306132,"num_words":34,"start":230.51999,"end":278.78},{"sentences":[{"text":"Okay.","start":298.285,"end":298.785,"sentiment":"neutral","sentiment_score":-0.002091638743877411},{"text":"So do I just call the after hours after?","start":299.005,"end":301.505,"sentiment":"neutral","sentiment_score":-0.013327721816798052},{"text":"Okay.","start":309.74002,"end":310.14,"sentiment":"neutral","sentiment_score":0.14598312973976135},{"text":"Thank you very much.","start":310.14,"end":311.1,"sentiment":"positive","sentiment_score":0.4036652222275734},{"text":"I turned it all off, so I'll wait twenty minutes.","start":311.1,"end":313.76,"sentiment":"neutral","sentiment_score":0.059956082701683046}],"sentiment":"neutral","sentiment_score":0.08952654842287303,"num_words":25,"start":298.285,"end":313.76},{"sentences":[{"text":"Thank you.","start":317.73486,"end":318.29486,"sentiment":"positive","sentiment_score":0.5007131099700928},{"text":"Bye.","start":318.29486,"end":318.79486,"sentiment":"positive","sentiment_score":0.4085613191127777},{"text":"You too.","start":319.41486,"end":319.89487,"sentiment":"neutral","sentiment_score":0.18450557440519333},{"text":"Bye.","start":319.89487,"end":320.39487,"sentiment":"neutral","sentiment_score":-0.0724106878042221}],"sentiment":"neutral","sentiment_score":0.284431333343188,"num_words":6,"start":317.73486,"end":320.39487}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Yes. Hi. My husband got a call from his end, but he just sent me the Internet text message that you guys left.\n\nChannel 0: Mhmm.\n\nChannel 1: It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer. He wants me to take the call as the Wi Fi is not working at home.\n\nChannel 0: Mhmm. Okay. May I know your husband's name for me to check\n\nChannel 1: Adam\n\nChannel 0: the account?\n\nChannel 1: Adam Michabi.\n\nChannel 0: Okay. I see. Yes. So I just spoke with him earlier,\n\nChannel 1: Yes.\n\nChannel 0: and he said that you do not have an Internet connection as of the moment. Yeah. May I know since when it happened?\n\nChannel 1: Sometime around one second,\n\nChannel 0: Yeah.\n\nChannel 1: please.\n\nChannel 0: Sure.\n\nChannel 1: Cool. Let's see. Maybe around 12:30 this today.\n\nChannel 0: Okay. I see. Does it just randomly went off? You did not do anything with the router?\n\nChannel 1: No. Nothing. Just randomly I was in bed and the Wi Fi symbol on the phone was off.\n\nChannel 0: Okay. Can you see the router now? May I know the indicator light's color? Is it red, green?\n\nChannel 1: Green. It's flashing.\n\nChannel 0: It's fashion green?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. So what we did now is reboot the network site. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Please unplug the router. Turn it off.\n\nKeep it unplugged for twenty minutes. Then after that, plug it back in and check your Internet connection.\n\nChannel 1: The router is the white one. Is that correct? The\n\nChannel 0: Sorry?\n\nChannel 1: the white is it the white one? I think that there's a few electricity things here, and I think it might be the that the right one.\n\nChannel 0: Router usually has an antenna. Can you see it?\n\nChannel 1: The yellow cable, data cable, UTP.\n\nChannel 0: Can you see, like, a box in there? Yeah. It's disconnected with yellow cable to the NTD box, the one box mounted on your wall.\n\nChannel 1: Oh, the d l o cable, do you want me to disconnect that?\n\nChannel 0: No. I need you to turn off, unplug it from the power source, the router.\n\nChannel 1: I think this is it. I'm not sure.\n\nChannel 0: Yeah. Or there there's a button at the back of it. There should be a button, like, a turn on and turn off. You can just turn that off instead of plugging in.\n\nChannel 1: No. This this PayPay look, it just has a button, and I pushed it, but it has a\n\nChannel 0: Yeah. Yeah. That's it. That is the router. Is it turned off right now?\n\nChannel 1: red I think so.\n\nChannel 0: Can you still still see a light in it?\n\nChannel 1: Has a blue light now.\n\nChannel 0: Okay. That means it's still turned on.\n\nChannel 1: Maybe it's\n\nChannel 0: There should be no lights when it's turned off.\n\nChannel 1: oh, it's off now.\n\nChannel 0: It's off now?\n\nChannel 1: Yeah.\n\nChannel 0: Yes. Okay. So just keep it turned off for twenty minutes, then I'll load this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: Okay. So do I just call the after hours after?\n\nChannel 0: Yeah. Yeah. You can give that number a call. That's our, yeah, cost after hours support contact.\n\nChannel 1: Okay. Thank you very much. I turned it all off, so I'll wait twenty minutes.\n\nChannel 0: Yeah. Sure. Okay. Bye for now. Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: Have\n\nChannel 1: Bye.\n\nChannel 0: a great day.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.76,"end":2.1599998,"sentiment":"neutral","sentiment_score":0.15297888219356537},{"text":"Good afternoon.","start":2.1599998,"end":2.98,"sentiment":"positive","sentiment_score":0.3884127140045166},{"text":"This is Maureen from Airtel tech support.","start":3.1999998,"end":5.8599997,"sentiment":"positive","sentiment_score":0.4101164596421378},{"text":"How can I assist you today?","start":5.92,"end":7.3799996,"sentiment":"positive","sentiment_score":0.3891672392686208}],"sentiment":"positive","sentiment_score":0.3834764352068305,"channel":0,"num_words":16,"start":1.76,"end":7.3799996},{"sentences":[{"text":"Yes.","start":7.7599998,"end":8.16,"sentiment":"neutral","sentiment_score":0.045386068522930145},{"text":"Hi.","start":8.16,"end":8.4,"sentiment":"neutral","sentiment_score":-0.02414504997432232},{"text":"My husband got a call from his end, but he just sent me the Internet text message that you guys 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account?","start":34.969997,"end":35.629997,"sentiment":"neutral","sentiment_score":0.005730560049414635}],"sentiment":"neutral","sentiment_score":0.005730560049414635,"channel":0,"num_words":2,"start":34.969997,"end":35.629997},{"sentences":[{"text":"Adam Michabi.","start":35.82,"end":36.96,"sentiment":"neutral","sentiment_score":-0.002542119473218918}],"sentiment":"neutral","sentiment_score":-0.002542119473218918,"channel":1,"num_words":2,"start":35.82,"end":36.96},{"sentences":[{"text":"Okay.","start":38.89,"end":39.129997,"sentiment":"neutral","sentiment_score":-0.005688734818249941},{"text":"I see.","start":39.129997,"end":39.79,"sentiment":"neutral","sentiment_score":-0.007420543115586042},{"text":"Yes.","start":39.85,"end":40.17,"sentiment":"neutral","sentiment_score":-0.0014382638037204742},{"text":"So I just spoke with him earlier,","start":40.17,"end":44.51,"sentiment":"neutral","sentiment_score":-0.054547524345772605}],"sentiment":"neutral","sentiment_score":-0.036709159570322794,"channel":0,"num_words":11,"start":38.89,"end":44.51},{"sentences":[{"text":"Yes.","start":44.805,"end":45.305,"sentiment":"neutral","sentiment_score":-0.10116700083017348}],"sentiment":"neutral","sentiment_score":-0.10116700083017348,"channel":1,"num_words":1,"start":44.805,"end":45.305},{"sentences":[{"text":"and he said that you do not have an Internet connection as of the moment.","start":45.095,"end":50.315002,"sentiment":"neutral","sentiment_score":-0.26976550022761026},{"text":"Yeah.","start":50.775,"end":51.275,"sentiment":"neutral","sentiment_score":-0.08595098555088043},{"text":"May I know since when it 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correct?","start":138.02501,"end":138.925,"sentiment":"neutral","sentiment_score":0.023704930829505127},{"text":"The","start":140.95,"end":141.19,"sentiment":"neutral","sentiment_score":-0.028651174157857895}],"sentiment":"neutral","sentiment_score":0.021701074671000242,"channel":1,"num_words":10,"start":135.545,"end":141.19},{"sentences":[{"text":"Sorry?","start":141.17001,"end":141.67001,"sentiment":"neutral","sentiment_score":-0.06282377243041992}],"sentiment":"neutral","sentiment_score":-0.06282377243041992,"channel":0,"num_words":1,"start":141.17001,"end":141.67001},{"sentences":[{"text":"the white is it the white one?","start":141.19,"end":143.93,"sentiment":"neutral","sentiment_score":-0.07627456422363009},{"text":"I think that there's a few electricity things here, and I think it might be the that the right 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there?","start":172.94,"end":175.68,"sentiment":"neutral","sentiment_score":0.013473062543198466},{"text":"Yeah.","start":176.14,"end":176.45999,"sentiment":"neutral","sentiment_score":0.02540868893265724},{"text":"It's disconnected with yellow cable to the NTD box, the one box mounted on your wall.","start":176.45999,"end":185.055,"sentiment":"neutral","sentiment_score":0.016197834920603782}],"sentiment":"neutral","sentiment_score":0.01569434192031622,"channel":0,"num_words":25,"start":172.94,"end":185.055},{"sentences":[{"text":"Oh, the d l o cable, do you want me to disconnect that?","start":185.55501,"end":188.615,"sentiment":"neutral","sentiment_score":-0.011827918342672862}],"sentiment":"neutral","sentiment_score":-0.011827918342672862,"channel":1,"num_words":13,"start":185.55501,"end":188.615},{"sentences":[{"text":"No.","start":190.075,"end":190.575,"sentiment":"neutral","sentiment_score":-0.15703091025352478},{"text":"I need you to turn off, unplug it from the power source, the router.","start":190.875,"end":200.39,"sentiment":"neutral","sentiment_score":-0.14306036595787322}],"sentiment":"neutral","sentiment_score":-0.14399173557758332,"channel":0,"num_words":15,"start":190.075,"end":200.39},{"sentences":[{"text":"I think this is it.","start":201.95001,"end":203.15001,"sentiment":"neutral","sentiment_score":-0.11718795001506806},{"text":"I'm not sure.","start":203.15001,"end":204.05,"sentiment":"neutral","sentiment_score":-0.11385478079319}],"sentiment":"neutral","sentiment_score":-0.11593801155686378,"channel":1,"num_words":8,"start":201.95001,"end":204.05},{"sentences":[{"text":"Yeah.","start":209.41,"end":209.81,"sentiment":"neutral","sentiment_score":-0.01900308206677437},{"text":"Or there there's a button at the back of it.","start":209.81,"end":212.955,"sentiment":"neutral","sentiment_score":-0.01140547739341855},{"text":"There should be a button, like, a turn on and turn off.","start":212.955,"end":216.17499,"sentiment":"neutral","sentiment_score":-0.01113013302286466},{"text":"You can just turn that off instead of plugging in.","start":216.315,"end":225.39,"sentiment":"neutral","sentiment_score":-0.03144445717334747}],"sentiment":"neutral","sentiment_score":-0.01760800072753971,"channel":0,"num_words":33,"start":209.41,"end":225.39},{"sentences":[{"text":"No.","start":230.51999,"end":231.0,"sentiment":"neutral","sentiment_score":-0.032873742282390594},{"text":"This this PayPay look, it just has a button, and I pushed it, but it has a","start":231.0,"end":236.675,"sentiment":"neutral","sentiment_score":-0.020595632219577536}],"sentiment":"neutral","sentiment_score":-0.021277749445289373,"channel":1,"num_words":18,"start":230.51999,"end":236.675},{"sentences":[{"text":"Yeah.","start":236.75,"end":237.25,"sentiment":"neutral","sentiment_score":0.005033657420426607},{"text":"Yeah.","start":237.79,"end":238.11,"sentiment":"neutral","sentiment_score":0.013211965560913086},{"text":"That's it.","start":238.11,"end":238.85,"sentiment":"neutral","sentiment_score":0.020533235743641853},{"text":"That is the router.","start":238.91,"end":240.05,"sentiment":"neutral","sentiment_score":0.01713339425623417},{"text":"Is it turned off right now?","start":241.175,"end":243.035,"sentiment":"neutral","sentiment_score":-0.003915879099319379}],"sentiment":"neutral","sentiment_score":0.007453599778403129,"channel":0,"num_words":14,"start":236.75,"end":243.035},{"sentences":[{"text":"red I think so.","start":243.21501,"end":247.475,"sentiment":"neutral","sentiment_score":-0.010457684518769383}],"sentiment":"neutral","sentiment_score":-0.010457684518769383,"channel":1,"num_words":4,"start":243.21501,"end":247.475},{"sentences":[{"text":"Can you still still see a light in it?","start":249.655,"end":252.55501,"sentiment":"neutral","sentiment_score":-0.016937236819002364}],"sentiment":"neutral","sentiment_score":-0.016937236819002364,"channel":0,"num_words":9,"start":249.655,"end":252.55501},{"sentences":[{"text":"Has a blue light now.","start":253.45,"end":255.07,"sentiment":"neutral","sentiment_score":-0.015459068678319454}],"sentiment":"neutral","sentiment_score":-0.015459068678319454,"channel":1,"num_words":5,"start":253.45,"end":255.07},{"sentences":[{"text":"Okay.","start":257.59,"end":257.91,"sentiment":"neutral","sentiment_score":0.004285290837287903},{"text":"That means it's still turned on.","start":257.91,"end":260.25,"sentiment":"neutral","sentiment_score":-0.009122428096209964}],"sentiment":"neutral","sentiment_score":-0.007207039677138839,"channel":0,"num_words":7,"start":257.59,"end":260.25},{"sentences":[{"text":"Maybe it's","start":263.415,"end":264.315,"sentiment":"neutral","sentiment_score":-0.024338549003005028}],"sentiment":"neutral","sentiment_score":-0.024338549003005028,"channel":1,"num_words":2,"start":263.415,"end":264.315},{"sentences":[{"text":"There should be no lights when it's turned off.","start":263.83,"end":268.03497,"sentiment":"neutral","sentiment_score":-0.1040399865143829}],"sentiment":"neutral","sentiment_score":-0.1040399865143829,"channel":0,"num_words":9,"start":263.83,"end":268.03497},{"sentences":[{"text":"oh, it's off now.","start":273.815,"end":275.115,"sentiment":"neutral","sentiment_score":-0.03585133794695139}],"sentiment":"neutral","sentiment_score":-0.03585133794695139,"channel":1,"num_words":4,"start":273.815,"end":275.115},{"sentences":[{"text":"It's off now?","start":276.895,"end":277.875,"sentiment":"neutral","sentiment_score":-0.030079090346892674}],"sentiment":"neutral","sentiment_score":-0.030079090346892674,"channel":0,"num_words":3,"start":276.895,"end":277.875},{"sentences":[{"text":"Yeah.","start":278.28,"end":278.78,"sentiment":"neutral","sentiment_score":0.008365334011614323}],"sentiment":"neutral","sentiment_score":0.008365334011614323,"channel":1,"num_words":1,"start":278.28,"end":278.78},{"sentences":[{"text":"Yes.","start":279.53497,"end":279.99,"sentiment":"neutral","sentiment_score":0.0320570208132267},{"text":"Okay.","start":280.15,"end":280.65,"sentiment":"neutral","sentiment_score":0.03750846907496452},{"text":"So just keep it turned off for twenty minutes, then I'll load this step in your account.","start":281.03,"end":287.27,"sentiment":"neutral","sentiment_score":0.044084217180224025},{"text":"And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.","start":287.27,"end":297.585,"sentiment":"neutral","sentiment_score":-0.09785375078067635}],"sentiment":"neutral","sentiment_score":-0.04634954988096769,"channel":0,"num_words":52,"start":279.53497,"end":297.585},{"sentences":[{"text":"Okay.","start":298.285,"end":298.785,"sentiment":"neutral","sentiment_score":-0.002091638743877411},{"text":"So do I just call the after hours after?","start":299.005,"end":301.505,"sentiment":"neutral","sentiment_score":-0.013327721816798052}],"sentiment":"neutral","sentiment_score":-0.012204113509505987,"channel":1,"num_words":10,"start":298.285,"end":301.505},{"sentences":[{"text":"Yeah.","start":302.20502,"end":302.685,"sentiment":"neutral","sentiment_score":0.037843987345695496},{"text":"Yeah.","start":302.685,"end":302.845,"sentiment":"neutral","sentiment_score":0.05562977492809296},{"text":"You can give that number a call.","start":302.845,"end":305.265,"sentiment":"neutral","sentiment_score":0.05848641906465803},{"text":"That's our, yeah, cost after hours support contact.","start":305.325,"end":308.785,"sentiment":"neutral","sentiment_score":0.03683149302378297}],"sentiment":"neutral","sentiment_score":0.04691356705392108,"channel":0,"num_words":17,"start":302.20502,"end":308.785},{"sentences":[{"text":"Okay.","start":309.74002,"end":310.14,"sentiment":"neutral","sentiment_score":0.14598312973976135},{"text":"Thank you very much.","start":310.14,"end":311.1,"sentiment":"positive","sentiment_score":0.4036652222275734},{"text":"I turned it all off, so I'll wait twenty minutes.","start":311.1,"end":313.76,"sentiment":"neutral","sentiment_score":0.059956082701683046}],"sentiment":"neutral","sentiment_score":0.15734698971112568,"channel":1,"num_words":15,"start":309.74002,"end":313.76},{"sentences":[{"text":"Yeah.","start":314.41998,"end":314.9,"sentiment":"neutral","sentiment_score":0.07114525884389877},{"text":"Sure.","start":314.9,"end":315.4,"sentiment":"neutral","sentiment_score":0.10581091046333312},{"text":"Okay.","start":315.54,"end":316.04,"sentiment":"neutral","sentiment_score":0.1103423833847046},{"text":"Bye for now.","start":316.26,"end":317.06,"sentiment":"neutral","sentiment_score":0.15753509104251862},{"text":"Thank you.","start":317.06,"end":317.88,"sentiment":"positive","sentiment_score":0.4387544095516205}],"sentiment":"neutral","sentiment_score":0.20467658061534166,"channel":0,"num_words":8,"start":314.41998,"end":317.88},{"sentences":[{"text":"Thank you.","start":317.73486,"end":318.29486,"sentiment":"positive","sentiment_score":0.5007131099700928}],"sentiment":"positive","sentiment_score":0.5007131099700928,"channel":1,"num_words":2,"start":317.73486,"end":318.29486},{"sentences":[{"text":"Have","start":318.1,"end":318.34,"sentiment":"positive","sentiment_score":0.44788697361946106}],"sentiment":"positive","sentiment_score":0.44788697361946106,"channel":0,"num_words":1,"start":318.1,"end":318.34},{"sentences":[{"text":"Bye.","start":318.29486,"end":318.79486,"sentiment":"positive","sentiment_score":0.4085613191127777}],"sentiment":"positive","sentiment_score":0.4085613191127777,"channel":1,"num_words":1,"start":318.29486,"end":318.79486},{"sentences":[{"text":"a great day.","start":318.34,"end":319.16,"sentiment":"positive","sentiment_score":0.6220753987630209}],"sentiment":"positive","sentiment_score":0.6220753987630209,"channel":0,"num_words":3,"start":318.34,"end":319.16},{"sentences":[{"text":"You too.","start":319.41486,"end":319.89487,"sentiment":"neutral","sentiment_score":0.18450557440519333},{"text":"Bye.","start":319.89487,"end":320.39487,"sentiment":"neutral","sentiment_score":-0.0724106878042221}],"sentiment":"neutral","sentiment_score":0.09886682033538818,"channel":1,"num_words":3,"start":319.41486,"end":320.39487}]},"summary":{"result":"success","short":"A customer called Airtel tech support because their Wi Fi service is not working at home. The representative checked the customer's account and rebooted the network site, then checked the customer's internet connection. The representative also asked the customer to check the router and if the indicator light is still flashing, and the customer was advised to call after hours for further assistance."},"intents":{"segments":[{"text":"My husband got a call from his end, but he just sent me the Internet text message that you guys left. Mhmm. It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer. He wants me to take the call as the Wi Fi is not working at home. Mhmm.","start_word":18,"end_word":81,"intents":[{"intent":"Assist with internet connectivity","confidence_score":0.023094831}]},{"text":"I need you to turn off, unplug it from the power source, the router. I think this is it. I'm not sure.","start_word":358,"end_word":379,"intents":[{"intent":"Troubleshoot router","confidence_score":0.004002249}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.15297888219356537},{"text":"Good afternoon. This is Maureen from Airtel tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.3982337713241577},{"text":"Yes. Hi. My husband got a call from his end, but he just sent me the Internet text message that you guys left. Mhmm.","start_word":16,"end_word":39,"sentiment":"neutral","sentiment_score":-0.12720966339111328},{"text":"It's saying that we noticed we still see it offline and tried reaching out by phone, but, obviously, he was busy, so he didn't answer. He wants me to take the call as the Wi Fi is not working at home.","start_word":40,"end_word":80,"sentiment":"negative","sentiment_score":-0.38387349247932434},{"text":"Mhmm. Okay. May I know your husband's name for me to check Adam the account? Adam Michabi. Okay. I see. Yes. So I just spoke with him earlier, Yes. and he said that you do not have an Internet connection as of the moment. Yeah. May I know since when it happened? Sometime around one second, Yeah. please. Sure. Cool. Let's see. Maybe around 12:30 this today. Okay. I see. Does it just randomly went off? You did not do anything with the router? No. Nothing. Just randomly I was in bed and the Wi Fi symbol on the phone was off. Okay. Can you see the router now? May I know the indicator light's color? Is it red, green? Green. It's flashing. It's fashion green? Yeah. Okay. So what we did now is reboot the network site. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Please unplug the router. Turn it off. Keep it unplugged for twenty minutes. Then after that, plug it back in and check your Internet connection. The router is the white one. Is that correct? The Sorry? the white is it the white one? I think that there's a few electricity things here, and I think it might be the that the right one. Router usually has an antenna. Can you see it? The yellow cable, data cable, UTP. Can you see, like, a box in there? Yeah. It's disconnected with yellow cable to the NTD box, the one box mounted on your wall. Oh, the d l o cable, do you want me to disconnect that? No. I need you to turn off, unplug it from the power source, the router. I think this is it. I'm not sure. Yeah. Or there there's a button at the back of it. There should be a button, like, a turn on and turn off. You can just turn that off instead of plugging in. No. This this PayPay look, it just has a button, and I pushed it, but it has a Yeah. Yeah. That's it. That is the router. Is it turned off right now? red I think so. Can you still still see a light in it? Has a blue light now. Okay. That means it's still turned on. Maybe it's There should be no lights when it's turned off. oh, it's off now. It's off now? Yeah. Yes. Okay. So just keep it turned off for twenty minutes, then I'll load this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay. So do I just call the after hours after? Yeah. Yeah. You can give that number a call. That's our, yeah, cost after hours support contact. Okay.","start_word":81,"end_word":568,"sentiment":"neutral","sentiment_score":-0.0368329345050161},{"text":"Thank you very much.","start_word":569,"end_word":572,"sentiment":"positive","sentiment_score":0.4009402394294739},{"text":"I turned it all off, so I'll wait twenty minutes. Yeah. Sure. Okay. Bye for now.","start_word":573,"end_word":588,"sentiment":"neutral","sentiment_score":0.08616886287927628},{"text":"Thank you. Thank you. Have Bye. a great day.","start_word":589,"end_word":597,"sentiment":"positive","sentiment_score":0.4993508160114288},{"text":"You too. Bye.","start_word":598,"end_word":600,"sentiment":"neutral","sentiment_score":0.1961482266585032}],"average":{"sentiment":"neutral","sentiment_score":-0.03323902052648036}}}}