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So you have you pressed the reset button at the router? So are you saying that your Internet just went off randomly, dropped out? Is that what you mean? Mhmm. Mhmm. Okay. Is it okay if I put you on hold? Let me just check your account. Hello, Luke? Yes. So is there some website that you are unable to access to? Mhmm. Okay. So you do not have an Internet connection right now? Is it just today? Okay. Did you press accidentally the reset button or you just turn it off? Okay. May I know who the agent have you spoke with earlier? Because this is the first time that I spoke to you today. Yeah. Sure. May I know the last four digit of the number? Okay. I think that's the other agent. So so the router is turned off right now? Because upon checking on our end, it's offline right now. But is the router connected now to the NTT box? Okay. May I know the color of the indicator light at the router? Is it red, orange, or green? Okay. Have you accidentally pressed a reset button or just turned off and on? Okay. So since since you reset reset to the router, it might delete the credentials. That's why even though the router is turned on, it's not establishing the connection. Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now? Mhmm. Okay, sir. So I'm going to send you an email instruction shortly on how to enter the PPPoE credentials to the router. Then if you run into any issues or it's still the issue is still there after you entered successfully the credentials, just give us a callback again. Okay. Thank you. Bye for now. Okay. Yeah. That's the email that we have on other record @gmail.com. Okay. Thank you. 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Good afternoon. This is Maureen from Ertow tech support. How can I assist you today? Mhmm.\n\nOkay. May I know your name, please, for me to check your account? Okay. So you have you pressed the reset button at the router? So are you saying that your Internet just went off randomly, dropped out?\n\nIs that what you mean? Mhmm. Mhmm. Okay. Is it okay if I put you on hold?\n\nLet me just check your account. Hello, Luke? Yes. So is there some website that you are unable to access to? Mhmm.\n\nOkay. So you do not have an Internet connection right now? Is it just today? Okay. Did you press accidentally the reset button or you just turn it off?\n\nOkay. May I know who the agent have you spoke with earlier? Because this is the first time that I spoke to you today. Yeah. Sure.\n\nMay I know the last four digit of the number? Okay. I think that's the other agent. So so the router is turned off right now? Because upon checking on our end, it's offline right now.\n\nBut is the router connected now to the NTT box? Okay. May I know the color of the indicator light at the router? Is it red, orange, or green? Okay.\n\nHave you accidentally pressed a reset button or just turned off and on? Okay. So since since you reset reset to the router, it might delete the credentials. That's why even though the router is turned on, it's not establishing the connection. Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now?\n\nMhmm. Okay, sir. So I'm going to send you an email instruction shortly on how to enter the PPPoE credentials to the router. Then if you run into any issues or it's still the issue is still there after you entered successfully the credentials, just give us a callback again. Okay.\n\nThank you. Bye for now. Okay. Yeah. That's the email that we have on other record @gmail.com.\n\nOkay. Thank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.56,"end":3.04,"sentiment":"neutral","sentiment_score":0.16966193914413452},{"text":"Good afternoon.","start":3.04,"end":3.6999998,"sentiment":"positive","sentiment_score":0.3792361468076706},{"text":"This is Maureen from Ertow tech support.","start":4.0,"end":6.74,"sentiment":"positive","sentiment_score":0.43132191044943674},{"text":"How can I assist you today?","start":7.2799997,"end":8.74,"sentiment":"positive","sentiment_score":0.4229801545540492},{"text":"Mhmm.","start":21.195,"end":21.695,"sentiment":"neutral","sentiment_score":-0.2277813255786896}],"sentiment":"positive","sentiment_score":0.3680874828030081,"num_words":17,"start":2.56,"end":21.695},{"sentences":[{"text":"Okay.","start":24.555,"end":25.055,"sentiment":"neutral","sentiment_score":-0.010129062458872797},{"text":"May I know your name, please, for me to check your 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Luke?","start":120.84,"end":121.82,"sentiment":"neutral","sentiment_score":-0.007210470270365477},{"text":"Yes.","start":123.24,"end":123.56,"sentiment":"neutral","sentiment_score":-0.06385740637779236},{"text":"So is there some website that you are unable to access to?","start":123.56,"end":131.245,"sentiment":"neutral","sentiment_score":-0.2109985277056694},{"text":"Mhmm.","start":133.545,"end":134.045,"sentiment":"neutral","sentiment_score":-0.1403082311153412}],"sentiment":"neutral","sentiment_score":-0.1266072931360792,"num_words":22,"start":85.655,"end":134.045},{"sentences":[{"text":"Okay.","start":136.745,"end":137.065,"sentiment":"neutral","sentiment_score":-0.03138427063822746},{"text":"So you do not have an Internet connection right now?","start":137.065,"end":139.885,"sentiment":"neutral","sentiment_score":-0.26833754032850266},{"text":"Is it just 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green?","start":258.99,"end":261.73,"sentiment":"neutral","sentiment_score":-0.00021851714700460434},{"text":"Okay.","start":262.35,"end":262.85,"sentiment":"neutral","sentiment_score":-0.03208530694246292}],"sentiment":"neutral","sentiment_score":-0.03943466825100283,"num_words":30,"start":239.575,"end":262.85},{"sentences":[{"text":"Have you accidentally pressed a reset button or just turned off and on?","start":265.38498,"end":270.44498,"sentiment":"neutral","sentiment_score":-0.1851521163032605},{"text":"Okay.","start":277.625,"end":278.125,"sentiment":"neutral","sentiment_score":-0.04901578649878502},{"text":"So since since you reset reset to the router, it might delete the credentials.","start":278.67,"end":287.09,"sentiment":"neutral","sentiment_score":-0.2541346534022263},{"text":"That's why even though the router is turned on, it's not establishing the connection.","start":287.31,"end":293.49,"sentiment":"neutral","sentiment_score":-0.2318841814994812},{"text":"Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now?","start":295.935,"end":305.475,"sentiment":"neutral","sentiment_score":0.010346104025042482}],"sentiment":"neutral","sentiment_score":-0.12815094391948412,"num_words":70,"start":265.38498,"end":305.475},{"sentences":[{"text":"Mhmm.","start":309.215,"end":309.63,"sentiment":"neutral","sentiment_score":-0.014918843284249306},{"text":"Okay, sir.","start":314.27002,"end":314.99,"sentiment":"neutral","sentiment_score":0.04218581132590771},{"text":"So I'm going to send you an email instruction shortly on how to enter the PPPoE credentials to the router.","start":314.99,"end":322.93,"sentiment":"neutral","sentiment_score":0.03773222975432873},{"text":"Then if you run into any issues or it's still the issue is still there after you entered successfully the credentials, just give us a callback 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I've turned that off. Apparently, that's bad. I don't know what that means. Luke is my name. Okay. What what which device are you talking about? Because when you said router before, he said I pressed the wrong I did the wrong one. So which one? The one on the wall or the one that's connected to it? No. No. I've had issues since you did the upgrade. I've been in I've been in United States ever since. I've been trying to fix it, and apparently, I've turned the thing off the thing on the wall. Apparently, that's wrong. You know, you told me to do it, but anyway, they told me to ring you guys. Yes. I have no Internet at all. At all. I think I spoke to the other fella who works for you guys and told me to ring this ring you guys. So it's been out since I got home at 05:00. That's the time now. 05:15. He told me to turn everything off. That's what I did. I'm sorry. I'm I'm gonna go to nine. Give me one second. No. I don't have his name, but I've got his number. He's my phone number. Could that help? 3744. But every I've got everything on, back back on, but I've got no Internet because of it. It's coming up with the the red light on the Internet thing. Internet LED. Yes. And he's saying I shouldn't have turned the NTT box. Apparently, that loses something. I I didn't understand what he said. Correct. And on oh, he told me to reset. He told me to turn off and on, and I did both of those things. You can send me an email, but how long is this hotline open for? Because I don't know if I get it wrong or whatever. Yeah. Okay. Okay. Okay. Alright. Can I have to check the email address so I don't know which one I'm looking for? Is it is it Luke Hut? Is it Luke Hut forty one? Okay. Sweet. Yeah. Awesome. Yeah. Thank you. 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I've turned that off. Apparently, that's bad. I don't know what that means. Luke is my name.\n\nOkay. What what which device are you talking about? Because when you said router before, he said I pressed the wrong I did the wrong one. So which one? The one on the wall or the one that's connected to it?\n\nNo. No. I've had issues since you did the upgrade. I've been in I've been in United States ever since. I've been trying to fix it, and apparently, I've turned the thing off the thing on the wall.\n\nApparently, that's wrong. You know, you told me to do it, but anyway, they told me to ring you guys. Yes. I have no Internet at all. At all.\n\nI think I spoke to the other fella who works for you guys and told me to ring this ring you guys. So it's been out since I got home at 05:00. That's the time now. 05:15. He told me to turn everything off.\n\nThat's what I did. I'm sorry. I'm I'm gonna go to nine. Give me one second. No.\n\nI don't have his name, but I've got his number. He's my phone number. Could that help? 3744. But every I've got everything on, back back on, but I've got no Internet because of it.\n\nIt's coming up with the the red light on the Internet thing. Internet LED. Yes. And he's saying I shouldn't have turned the NTT box. Apparently, that loses something.\n\nI I didn't understand what he said. Correct. And on oh, he told me to reset. He told me to turn off and on, and I did both of those things. You can send me an email, but how long is this hotline open for?\n\nBecause I don't know if I get it wrong or whatever. Yeah. Okay. Okay. Okay.\n\nAlright. Can I have to check the email address so I don't know which one I'm looking for? Is it is it Luke Hut? Is it Luke Hut forty one? Okay.\n\nSweet. Yeah. Awesome. Yeah. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"I'm trying to ring his number because the other fella wasn't clear as the instructions, and I have resetted my MT t box or something.","start":9.679999,"end":18.525,"sentiment":"neutral","sentiment_score":-0.26254682421684267},{"text":"I've turned that off.","start":18.525,"end":19.485,"sentiment":"negative","sentiment_score":-0.3728387951850891},{"text":"Apparently, that's bad.","start":19.485,"end":20.525,"sentiment":"negative","sentiment_score":-0.4965716501077016},{"text":"I don't know what that means.","start":20.525,"end":21.744999,"sentiment":"neutral","sentiment_score":-0.3146376609802246},{"text":"Luke is my 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it?","start":52.714996,"end":55.375,"sentiment":"neutral","sentiment_score":-0.06499003649999698}],"sentiment":"neutral","sentiment_score":-0.09784837557775218,"num_words":41,"start":41.9,"end":55.375},{"sentences":[{"text":"No.","start":63.77,"end":63.93,"sentiment":"neutral","sentiment_score":-0.19965949654579165},{"text":"No.","start":63.93,"end":64.17,"sentiment":"neutral","sentiment_score":-0.1919371485710144},{"text":"I've had issues since you did the upgrade.","start":64.17,"end":66.270004,"sentiment":"neutral","sentiment_score":-0.22373300045728683},{"text":"I've been in I've been in United States ever since.","start":66.490005,"end":68.990005,"sentiment":"neutral","sentiment_score":-0.15540529787540436},{"text":"I've been trying to fix it, and apparently, I've turned the thing off the thing on the wall.","start":69.61,"end":76.365005,"sentiment":"neutral","sentiment_score":-0.3120227638218138}],"sentiment":"neutral","sentiment_score":-0.24610324674531034,"num_words":38,"start":63.77,"end":76.365005},{"sentences":[{"text":"Apparently, that's wrong.","start":76.665,"end":77.805,"sentiment":"negative","sentiment_score":-0.4094458818435669},{"text":"You know, you told me to do it, but anyway, they told me to ring you guys.","start":77.865005,"end":81.565,"sentiment":"negative","sentiment_score":-0.34152906256563526},{"text":"Yes.","start":121.990005,"end":122.445,"sentiment":"neutral","sentiment_score":-0.03882942721247673},{"text":"I have no Internet at all.","start":132.365,"end":134.225,"sentiment":"neutral","sentiment_score":-0.2581710194547971},{"text":"At all.","start":140.06001,"end":140.8,"sentiment":"neutral","sentiment_score":-0.0632370375096798}],"sentiment":"neutral","sentiment_score":-0.30167797683127995,"num_words":29,"start":76.665,"end":140.8},{"sentences":[{"text":"I think I spoke to the other fella who works for you guys and told me to ring this ring you guys.","start":145.34001,"end":151.495,"sentiment":"neutral","sentiment_score":-0.05730089993978089},{"text":"So it's been out since I got home at 05:00.","start":152.19499,"end":154.995,"sentiment":"neutral","sentiment_score":-0.05952348411083221},{"text":"That's the time now.","start":154.995,"end":155.715,"sentiment":"neutral","sentiment_score":-0.04593139002099633},{"text":"05:15.","start":155.715,"end":156.455,"sentiment":"neutral","sentiment_score":-0.009582157246768476},{"text":"He told me to turn everything off.","start":167.56999,"end":169.09,"sentiment":"neutral","sentiment_score":-0.20686059764453343}],"sentiment":"neutral","sentiment_score":-0.07948151228695431,"num_words":44,"start":145.34001,"end":169.09},{"sentences":[{"text":"That's what I did.","start":169.09,"end":170.15,"sentiment":"neutral","sentiment_score":-0.13957044295966625},{"text":"I'm sorry.","start":183.905,"end":184.385,"sentiment":"neutral","sentiment_score":-0.1475839987397194},{"text":"I'm I'm gonna go to nine.","start":184.385,"end":185.425,"sentiment":"neutral","sentiment_score":-0.1273535800476869},{"text":"Give me one second.","start":185.425,"end":186.485,"sentiment":"neutral","sentiment_score":-0.053079865872859955},{"text":"No.","start":201.005,"end":201.24501,"sentiment":"neutral","sentiment_score":-0.10696625709533691}],"sentiment":"neutral","sentiment_score":-0.11393276295241188,"num_words":17,"start":169.09,"end":201.24501},{"sentences":[{"text":"I don't have his name, but I've got his number.","start":201.24501,"end":203.105,"sentiment":"neutral","sentiment_score":-0.060918940138071774},{"text":"He's my phone number.","start":203.16501,"end":204.045,"sentiment":"neutral","sentiment_score":0.01039041904732585},{"text":"Could that help?","start":204.045,"end":204.945,"sentiment":"neutral","sentiment_score":0.052191377306977906},{"text":"3744.","start":208.925,"end":210.465,"sentiment":"neutral","sentiment_score":-0.004586664494127035},{"text":"But every I've got everything on, back back on, but I've got no Internet because of it.","start":226.22,"end":231.935,"sentiment":"neutral","sentiment_score":-0.3075675491024466}],"sentiment":"neutral","sentiment_score":-0.16126538835732,"num_words":35,"start":201.24501,"end":231.935},{"sentences":[{"text":"It's coming up with the the red light on the Internet thing.","start":231.935,"end":235.55501,"sentiment":"neutral","sentiment_score":-0.2729162188867728},{"text":"Internet LED.","start":235.615,"end":236.91501,"sentiment":"neutral","sentiment_score":-0.09962138161063194},{"text":"Yes.","start":243.615,"end":244.11,"sentiment":"neutral","sentiment_score":-0.09560113400220872},{"text":"And he's saying I shouldn't have turned the NTT box.","start":244.19,"end":246.35,"sentiment":"negative","sentiment_score":-0.5118928670883178},{"text":"Apparently, that loses something.","start":246.35,"end":247.87,"sentiment":"negative","sentiment_score":-0.7249791622161865}],"sentiment":"negative","sentiment_score":-0.39960978771078176,"num_words":29,"start":231.935,"end":247.87},{"sentences":[{"text":"I I didn't understand what he said.","start":247.87,"end":249.89,"sentiment":"negative","sentiment_score":-0.6977357523781913},{"text":"Correct.","start":256.715,"end":257.215,"sentiment":"neutral","sentiment_score":-0.07719691097736359},{"text":"And on oh, he told me to reset.","start":271.48,"end":273.16,"sentiment":"neutral","sentiment_score":-0.14001536928117275},{"text":"He told me to turn off and on, and I did both of those things.","start":273.16,"end":276.30002,"sentiment":"neutral","sentiment_score":-0.13501488616069157},{"text":"You can send me an email, but how long is this hotline open for?","start":306.97,"end":310.625,"sentiment":"neutral","sentiment_score":-0.0231630609237722}],"sentiment":"neutral","sentiment_score":-0.18735502838260598,"num_words":45,"start":247.87,"end":310.625},{"sentences":[{"text":"Because I don't know if I get it wrong or whatever.","start":310.625,"end":312.965,"sentiment":"neutral","sentiment_score":-0.17123479734767566},{"text":"Yeah.","start":318.865,"end":319.365,"sentiment":"neutral","sentiment_score":0.033455245196819305},{"text":"Okay.","start":323.665,"end":324.09,"sentiment":"neutral","sentiment_score":0.003552144393324852},{"text":"Okay.","start":333.53,"end":334.03,"sentiment":"neutral","sentiment_score":0.02035178802907467},{"text":"Okay.","start":335.37,"end":335.87,"sentiment":"neutral","sentiment_score":0.1510915905237198}],"sentiment":"neutral","sentiment_score":-0.11167546684543292,"num_words":15,"start":310.625,"end":335.87},{"sentences":[{"text":"Alright.","start":335.93,"end":336.16998,"sentiment":"neutral","sentiment_score":0.10795637965202332},{"text":"Can I have to check the email address so I don't know which one I'm looking for?","start":336.16998,"end":339.065,"sentiment":"neutral","sentiment_score":0.013830976745606783},{"text":"Is it is it Luke Hut?","start":339.125,"end":340.48502,"sentiment":"neutral","sentiment_score":0.0025338517346729836},{"text":"Is it Luke Hut forty one?","start":340.48502,"end":342.02502,"sentiment":"neutral","sentiment_score":0.0004141441701600948},{"text":"Okay.","start":345.20502,"end":345.605,"sentiment":"neutral","sentiment_score":0.05093139410018921}],"sentiment":"neutral","sentiment_score":0.01328072109214601,"num_words":31,"start":335.93,"end":345.605},{"sentences":[{"text":"Sweet.","start":345.605,"end":346.105,"sentiment":"neutral","sentiment_score":0.12639813125133514},{"text":"Yeah.","start":346.48502,"end":346.725,"sentiment":"neutral","sentiment_score":0.08377790451049805},{"text":"Awesome.","start":346.725,"end":347.225,"sentiment":"positive","sentiment_score":0.4120768904685974},{"text":"Yeah.","start":348.325,"end":348.725,"sentiment":"neutral","sentiment_score":0.2959669232368469},{"text":"Thank you.","start":348.725,"end":349.545,"sentiment":"positive","sentiment_score":0.4150603413581848}],"sentiment":"neutral","sentiment_score":0.2913900886972745,"num_words":6,"start":345.605,"end":349.545},{"sentences":[{"text":"Bye.","start":349.685,"end":350.185,"sentiment":"neutral","sentiment_score":0.06682043522596359}],"sentiment":"neutral","sentiment_score":0.06682043522596359,"num_words":1,"start":349.685,"end":350.185}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Ertow tech support. How can I assist you today?\n\nChannel 1: I'm trying to ring his number because the other fella wasn't clear as the instructions, and I have resetted my MT t box or something. I've turned that off. Apparently, that's bad. I don't know what that\n\nChannel 0: Mhmm.\n\nChannel 1: means.\n\nChannel 0: Okay. May I know your name, please, for me to check your account?\n\nChannel 1: Luke is my name.\n\nChannel 0: Okay. So you have you pressed the reset button at the router?\n\nChannel 1: Okay. What what which device are you talking about? Because when you said router before, he said I pressed the wrong I did the wrong one. So which one? The one on the wall or the one that's connected to it?\n\nChannel 0: So are you saying that your Internet just went off randomly, dropped out?\n\nChannel 1: No.\n\nChannel 0: Is\n\nChannel 1: No.\n\nChannel 0: that\n\nChannel 1: I've\n\nChannel 0: what\n\nChannel 1: had\n\nChannel 0: you mean?\n\nChannel 1: issues since you did the upgrade. I've been in I've been in United States\n\nChannel 0: Mhmm.\n\nChannel 1: ever since. I've been trying to fix it, and apparently, I've turned the thing off the thing on the wall. Apparently, that's wrong. You know, you told me to do it, but anyway, they told me to ring you guys.\n\nChannel 0: Mhmm. Okay. Is it okay if I put you on hold? Let me just check your account. Hello, Luke?\n\nChannel 1: Yes.\n\nChannel 0: Yes. So is there some website that you are unable to access to?\n\nChannel 1: I have no Internet\n\nChannel 0: Mhmm.\n\nChannel 1: at all.\n\nChannel 0: Okay. So you do not have an Internet connection right now?\n\nChannel 1: At all.\n\nChannel 0: Is it just today?\n\nChannel 1: I think I spoke to the other fella who works for you guys and told me to ring this ring you guys. So it's been out since I got home at 05:00. That's the time now. 05:15.\n\nChannel 0: Okay. Did you press accidentally the reset button or you just turn it off?\n\nChannel 1: He told me to turn everything off. That's what I did.\n\nChannel 0: Okay. May I know who the agent have you spoke with earlier? Because this is the first time that I spoke to you today.\n\nChannel 1: I'm sorry. I'm I'm gonna go to nine. Give me one second.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: No. I don't have his name, but I've got his number. He's my phone number. Could that help?\n\nChannel 0: May I know the last four digit of the number?\n\nChannel 1: 3744.\n\nChannel 0: Okay. I think that's the other agent. So so the router is turned off right now? Because upon checking on our end, it's offline right now.\n\nChannel 1: But every I've got everything on, back back on, but I've got no Internet because of it. It's coming up with the the red light on the Internet thing. Internet LED.\n\nChannel 0: But is the router connected now to the NTT box?\n\nChannel 1: Yes. And he's saying I shouldn't have turned the NTT box. Apparently, that loses something. I I didn't understand what he said.\n\nChannel 0: Okay. May I know\n\nChannel 1: Correct.\n\nChannel 0: the color of the indicator light at the router? Is it red, orange, or green? Okay. Have you accidentally pressed a reset button or just turned off and on?\n\nChannel 1: And on oh, he told me to reset. He told me to turn off and on, and I did both of those things.\n\nChannel 0: Okay. So since since you reset reset to the router, it might delete the credentials. That's why even though the router is turned on, it's not establishing the connection. Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now?\n\nChannel 1: You can send me an email, but how long\n\nChannel 0: Mhmm.\n\nChannel 1: is this hotline open for? Because I don't know if I get it wrong or whatever.\n\nChannel 0: Okay, sir. So I'm going to send you an email instruction shortly on\n\nChannel 1: Yeah.\n\nChannel 0: how to enter the PPPoE credentials to the router.\n\nChannel 1: Okay.\n\nChannel 0: Then if you run into any issues or it's still the issue is still there after you entered successfully the credentials, just give us a callback again.\n\nChannel 1: Okay.\n\nChannel 0: Okay. Thank\n\nChannel 1: Okay.\n\nChannel 0: you. Bye\n\nChannel 1: Alright. Can I have to check the email address so I don't know which one I'm looking for?\n\nChannel 0: for\n\nChannel 1: Is it\n\nChannel 0: now.\n\nChannel 1: is it\n\nChannel 0: Okay.\n\nChannel 1: Luke Hut? Is it Luke Hut forty one?\n\nChannel 0: Yeah. That's the email that we have on\n\nChannel 1: Okay.\n\nChannel 0: other\n\nChannel 1: Sweet.\n\nChannel 0: record\n\nChannel 1: Yeah.\n\nChannel 0: @gmail.com.\n\nChannel 1: Awesome.\n\nChannel 0: Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Thank\n\nChannel 1: Thank\n\nChannel 0: you.\n\nChannel 1: you.\n\nChannel 0: Bye for\n\nChannel 1: Bye.\n\nChannel 0: now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.56,"end":3.04,"sentiment":"neutral","sentiment_score":0.16966193914413452},{"text":"Good afternoon.","start":3.04,"end":3.6999998,"sentiment":"positive","sentiment_score":0.3792361468076706},{"text":"This is Maureen from Ertow tech support.","start":4.0,"end":6.74,"sentiment":"positive","sentiment_score":0.43132191044943674},{"text":"How can I assist you today?","start":7.2799997,"end":8.74,"sentiment":"positive","sentiment_score":0.4229801545540492}],"sentiment":"positive","sentiment_score":0.40532928332686424,"channel":0,"num_words":16,"start":2.56,"end":8.74},{"sentences":[{"text":"I'm trying to ring his number because the other fella wasn't clear as the instructions, and I have resetted my MT t box or something.","start":9.679999,"end":18.525,"sentiment":"neutral","sentiment_score":-0.26254682421684267},{"text":"I've turned that off.","start":18.525,"end":19.485,"sentiment":"negative","sentiment_score":-0.3728387951850891},{"text":"Apparently, that's bad.","start":19.485,"end":20.525,"sentiment":"negative","sentiment_score":-0.4965716501077016},{"text":"I don't know what 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which device are you talking about?","start":43.42,"end":46.155,"sentiment":"neutral","sentiment_score":-0.04241804080083966},{"text":"Because when you said router before, he said I pressed the wrong I did the wrong one.","start":46.155,"end":50.975,"sentiment":"neutral","sentiment_score":-0.15756790515254526},{"text":"So which one?","start":51.995,"end":52.714996,"sentiment":"neutral","sentiment_score":-0.0646415576338768},{"text":"The one on the wall or the one that's connected to it?","start":52.714996,"end":55.375,"sentiment":"neutral","sentiment_score":-0.06499003649999698}],"sentiment":"neutral","sentiment_score":-0.09784837557775218,"channel":1,"num_words":41,"start":41.9,"end":55.375},{"sentences":[{"text":"So are you saying that your Internet just went off randomly, dropped 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for","start":349.10095,"end":349.75095,"sentiment":"neutral","sentiment_score":0.044495847076177604}],"sentiment":"neutral","sentiment_score":0.044495847076177604,"channel":0,"num_words":2,"start":349.10095,"end":349.75095},{"sentences":[{"text":"Bye.","start":349.685,"end":350.185,"sentiment":"neutral","sentiment_score":0.06682043522596359}],"sentiment":"neutral","sentiment_score":0.06682043522596359,"channel":1,"num_words":1,"start":349.685,"end":350.185},{"sentences":[{"text":"now.","start":349.75095,"end":350.25095,"sentiment":"neutral","sentiment_score":-0.09334826469421388}],"sentiment":"neutral","sentiment_score":-0.09334826469421388,"channel":0,"num_words":1,"start":349.75095,"end":350.25095}]},"summary":{"result":"success","short":"The customer, Luke, is having trouble with his internet connection and has reset the router. The agent, Maureen, asks for Luke's name and the last four digits of his phone number to check his account. She sends Luke an email instruction on how to enter the PP labelE credentials to the router and advises him to call back if he experiences any issues."},"intents":{"segments":[{"text":"Because when you said router before, he said I pressed the wrong I did the wrong one. So which one?","start_word":93,"end_word":112,"intents":[{"intent":"Fix router issue","confidence_score":0.07488073}]},{"text":"Have you accidentally pressed a reset button or just turned off and on? And on oh, he told me to reset. He told me to turn off and on, and I did both of those things. Okay.","start_word":498,"end_word":534,"intents":[{"intent":"Reset router","confidence_score":0.04289989}]},{"text":"Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now?","start_word":563,"end_word":590,"intents":[{"intent":"Send email instruction","confidence_score":0.53239596}]},{"text":"Can I have to check the email address so I don't know which one I'm looking for? for Is it now.","start_word":675,"end_word":695,"intents":[{"intent":"Check email address","confidence_score":0.18541269}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.16966193914413452},{"text":"Good afternoon. This is Maureen from Ertow tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.4163071215152741},{"text":"I'm trying to ring his number because the other fella wasn't clear as the instructions, and I have resetted my MT t box or something.","start_word":16,"end_word":40,"sentiment":"neutral","sentiment_score":-0.26346927881240845},{"text":"I've turned that off. Apparently, that's bad.","start_word":41,"end_word":47,"sentiment":"negative","sentiment_score":-0.4383226335048675},{"text":"I don't know what that Mhmm. means. Okay. May I know your name, please, for me to check your account? Luke is my name. Okay. So you have you pressed the reset button at the router? Okay. What what which device are you talking about? Because when you said router before, he said I pressed the wrong I did the wrong one. So which one? The one on the wall or the one that's connected to it? So are you saying that your Internet just went off randomly, dropped out? No. Is No. that I've what had you mean? issues since you did the upgrade. I've been in I've been in United States Mhmm. ever since. I've been trying to fix it, and apparently, I've turned the thing off the thing on the wall.","start_word":48,"end_word":181,"sentiment":"neutral","sentiment_score":-0.14139094948768616},{"text":"Apparently, that's wrong. You know, you told me to do it, but anyway, they told me to ring you guys.","start_word":182,"end_word":201,"sentiment":"negative","sentiment_score":-0.3546934425830841},{"text":"Mhmm. Okay. Is it okay if I put you on hold? Let me just check your account. Hello, Luke? Yes. Yes. So is there some website that you are unable to access to? I have no Internet Mhmm. at all. Okay. So you do not have an Internet connection right now? At all. Is it just today? I think I spoke to the other fella who works for you guys and told me to ring this ring you guys. So it's been out since I got home at 05:00. That's the time now. 05:15. Okay. Did you press accidentally the reset button or you just turn it off? He told me to turn everything off. That's what I did. Okay. May I know who the agent have you spoke with earlier? Because this is the first time that I spoke to you today. I'm sorry. I'm I'm gonna go to nine. Give me one second. Yeah. Sure. No. I don't have his name, but I've got his number. He's my phone number. Could that help? May I know the last four digit of the number? 3744. Okay. I think that's the other agent. So so the router is turned off right now? Because upon checking on our end, it's offline right now. But every I've got everything on, back back on, but I've got no Internet because of it. It's coming up with the the red light on the Internet thing. Internet LED. But is the router connected now to the NTT box? Yes.","start_word":202,"end_word":455,"sentiment":"neutral","sentiment_score":-0.1046212312039428},{"text":"And he's saying I shouldn't have turned the NTT box. Apparently, that loses something. I I didn't understand what he said.","start_word":456,"end_word":476,"sentiment":"negative","sentiment_score":-0.6106440424919128},{"text":"Okay. May I know Correct. the color of the indicator light at the router? Is it red, orange, or green? Okay. Have you accidentally pressed a reset button or just turned off and on? And on oh, he told me to reset. He told me to turn off and on, and I did both of those things. Okay. So since since you reset reset to the router, it might delete the credentials. That's why even though the router is turned on, it's not establishing the connection. Do you want me to send you an email instruction on how to enter the PPPoE credentials to the router's interface or walk you through it right now? You can send me an email, but how long Mhmm. is this hotline open for? Because I don't know if I get it wrong or whatever. Okay, sir. So I'm going to send you an email instruction shortly on Yeah. how to enter the PPPoE credentials to the router. Okay. Then if you run into any issues or it's still the issue is still there after you entered successfully the credentials, just give us a callback again. Okay. Okay. Thank Okay. you. Bye Alright. Can I have to check the email address so I don't know which one I'm looking for? for Is it now. is it Okay. Luke Hut? Is it Luke Hut forty one? Yeah. That's the email that we have on Okay. other Sweet. record Yeah. @gmail.com.","start_word":477,"end_word":720,"sentiment":"neutral","sentiment_score":-0.05296049256366296},{"text":"Awesome.","start_word":721,"end_word":721,"sentiment":"positive","sentiment_score":0.4120768904685974},{"text":"Okay. 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