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Good afternoon. This is Maureen from Airtel tech support. How can I assist you? Mhmm.\n\nMhmm. Mhmm. Yeah. Okay. Let me just confirm.\n\nCan I have your full name, please? Yeah. Because we're checking in your account, and upon checking here, it's showing offline. So I just wanted to check-in if there's an issue with your Internet connection that might cause some damage. Mhmm.\n\nYeah. Yeah. Okay. Mhmm. So you did not press anything with the router?\n\nJust randomly went red. Right? Mhmm. Okay. Let me just reboot it on their end, then I'll ask you to power cycle the router on your end for it to take effect.\n\nOkay. Hang on. Okay. Can we do a full power cycle now with the router? Please unplug it for twenty minutes.\n\nAnd after mhmm. Yeah. Then after that, plug it back in and check your Internet connection. Mhmm. Sorry?\n\nSo I'll note 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 step or escalate the issue if needed. Yeah. It's Maureen. Okay.\n\nYeah. If the issue is still there. Okay. Thank you. 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Hi. I got a phone call from you guys and a text message. Message saying my Internet is offline. Did you call this number? Yeah. It's Andrew Tao. Oh, it is it is red at the moment, not green on the modem, but I literally just got home. I can try to connect and reconnect and see if that works. Yeah. I just came home just now. I checked the modem, and it's it's red. Yeah. Sure. Just let me know. For twenty minutes. Okay. Okay. So I'll leave this unplug I just unplugged it and check back in twenty minutes. So I'll check I'll check back to you in in 04:00. Is that right? But I'll check back with you at 04:00. Sure. And your name was Lorraine? Yeah. Gotcha. I'll if possible, I'll ask for you again so we can continue the conversation. Alright. Thank you. Yep. Sure. Thank 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Hi. I got a phone call from you guys and a text message. Message saying my Internet is offline. Did you call this number?\n\nYeah. It's Andrew Tao. Oh, it is it is red at the moment, not green on the modem, but I literally just got home. I can try to connect and reconnect and see if that works. Yeah.\n\nI just came home just now. I checked the modem, and it's it's red. Yeah. Sure. Just let me know.\n\nFor twenty minutes. Okay. Okay. So I'll leave this unplug I just unplugged it and check back in twenty minutes. So I'll check I'll check back to you in in 04:00.\n\nIs that right? But I'll check back with you at 04:00. Sure. And your name was Lorraine? Yeah.\n\nGotcha. I'll if possible, I'll ask for you again so we can continue the conversation. Alright. Thank you. Yep.\n\nSure. Thank you.","paragraphs":[{"sentences":[{"text":"Hello?","start":5.6,"end":6.1,"sentiment":"neutral","sentiment_score":0.27985048294067383},{"text":"Hi.","start":7.2,"end":7.7,"sentiment":"neutral","sentiment_score":0.01943102106451988},{"text":"I got a phone call from you guys and a text message.","start":8.0,"end":10.8,"sentiment":"neutral","sentiment_score":0.005711562233045697},{"text":"Message saying my Internet is offline.","start":10.8,"end":12.48,"sentiment":"neutral","sentiment_score":-0.07558839954435825},{"text":"Did you call this number?","start":12.48,"end":13.7,"sentiment":"neutral","sentiment_score":-0.015606940537691117}],"sentiment":"neutral","sentiment_score":-0.006549793966114521,"num_words":25,"start":5.6,"end":13.7},{"sentences":[{"text":"Yeah.","start":22.545,"end":22.865,"sentiment":"neutral","sentiment_score":0.03948874771595001},{"text":"It's Andrew Tao.","start":22.865,"end":24.325,"sentiment":"neutral","sentiment_score":0.041234392672777176},{"text":"Oh, it is it is red at the moment, not green on the modem, but I literally just got home.","start":39.28,"end":49.574997,"sentiment":"neutral","sentiment_score":-0.23519885055720807},{"text":"I can try to connect and reconnect and see if that works.","start":49.574997,"end":52.714996,"sentiment":"neutral","sentiment_score":0.0009226705878973007},{"text":"Yeah.","start":61.53,"end":61.85,"sentiment":"neutral","sentiment_score":-0.17564693093299866}],"sentiment":"neutral","sentiment_score":-0.12717189106184082,"num_words":37,"start":22.545,"end":61.85},{"sentences":[{"text":"I just came home just now.","start":61.85,"end":63.37,"sentiment":"neutral","sentiment_score":-0.18273507058620453},{"text":"I checked the modem, and it's it's red.","start":63.37,"end":66.11,"sentiment":"neutral","sentiment_score":-0.21023891493678093},{"text":"Yeah.","start":76.535,"end":76.855,"sentiment":"neutral","sentiment_score":0.17511245608329773},{"text":"Sure.","start":76.855,"end":77.175,"sentiment":"neutral","sentiment_score":0.25214341282844543},{"text":"Just let me know.","start":77.175,"end":78.075,"sentiment":"neutral","sentiment_score":0.19536500051617622}],"sentiment":"neutral","sentiment_score":-0.07848029360175132,"num_words":20,"start":61.85,"end":78.075},{"sentences":[{"text":"For twenty minutes.","start":88.16,"end":89.380005,"sentiment":"neutral","sentiment_score":-0.031159281730651855},{"text":"Okay.","start":91.76,"end":92.26,"sentiment":"neutral","sentiment_score":0.05379360914230347},{"text":"Okay.","start":100.655,"end":101.155,"sentiment":"neutral","sentiment_score":0.05305362492799759},{"text":"So I'll leave this unplug I just unplugged it and check back in twenty minutes.","start":101.775,"end":106.815,"sentiment":"neutral","sentiment_score":0.026987968385219573},{"text":"So I'll check I'll check back to you in in 04:00.","start":106.815,"end":109.455,"sentiment":"neutral","sentiment_score":0.022665813903916966}],"sentiment":"neutral","sentiment_score":0.02153267314837825,"num_words":31,"start":88.16,"end":109.455},{"sentences":[{"text":"Is that right?","start":109.455,"end":110.195,"sentiment":"neutral","sentiment_score":0.05643807662030061},{"text":"But I'll check back with you at 04:00.","start":112.494995,"end":115.29,"sentiment":"neutral","sentiment_score":-0.00832860847003758},{"text":"Sure.","start":128.645,"end":128.965,"sentiment":"neutral","sentiment_score":0.09385143220424652},{"text":"And your name was Lorraine?","start":128.965,"end":130.825,"sentiment":"neutral","sentiment_score":0.06985394060611724},{"text":"Yeah.","start":134.725,"end":135.045,"sentiment":"neutral","sentiment_score":0.15351319313049316}],"sentiment":"neutral","sentiment_score":0.03885109391477373,"num_words":18,"start":109.455,"end":135.045},{"sentences":[{"text":"Gotcha.","start":135.045,"end":135.525,"sentiment":"neutral","sentiment_score":0.15167336165905},{"text":"I'll if possible, I'll ask for you again so we can continue the conversation.","start":135.525,"end":139.38501,"sentiment":"neutral","sentiment_score":0.0656993037887982},{"text":"Alright.","start":140.05493,"end":140.45494,"sentiment":"neutral","sentiment_score":0.0899348258972168},{"text":"Thank you.","start":140.45494,"end":141.11493,"sentiment":"positive","sentiment_score":0.3557809442281723},{"text":"Yep.","start":143.81494,"end":144.21494,"sentiment":"neutral","sentiment_score":0.1357802003622055}],"sentiment":"neutral","sentiment_score":0.10572318575884167,"num_words":19,"start":135.045,"end":144.21494},{"sentences":[{"text":"Sure.","start":144.21494,"end":144.45494,"sentiment":"positive","sentiment_score":0.36614274978637695},{"text":"Thank you.","start":144.45494,"end":145.19493,"sentiment":"neutral","sentiment_score":0.286587867885828}],"sentiment":"neutral","sentiment_score":0.31310616185267764,"num_words":3,"start":144.21494,"end":145.19493}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel tech support. How can\n\nChannel 1: Hello?\n\nChannel 0: I assist you? Mhmm.\n\nChannel 1: Hi. I got a phone call from you guys and a text message. Message saying my Internet is offline.\n\nChannel 0: Mhmm.\n\nChannel 1: Did you call this number?\n\nChannel 0: Mhmm. Yeah. Okay. Let me just confirm. Can I have your full name, please?\n\nChannel 1: Yeah. It's Andrew Tao.\n\nChannel 0: Yeah. Because we're checking in your account, and upon checking here, it's showing offline. So I just wanted to check-in if there's an issue with your Internet connection\n\nChannel 1: Oh,\n\nChannel 0: that might cause some\n\nChannel 1: it\n\nChannel 0: damage.\n\nChannel 1: is\n\nChannel 0: Mhmm.\n\nChannel 1: it is red at the moment, not green on the modem, but I\n\nChannel 0: Yeah.\n\nChannel 1: literally just got home. I can try to connect\n\nChannel 0: Yeah.\n\nChannel 1: and\n\nChannel 0: Okay.\n\nChannel 1: reconnect and see if that works.\n\nChannel 0: Mhmm. So you did not press anything with the router? Just randomly went red. Right?\n\nChannel 1: Yeah. I just came home just\n\nChannel 0: Mhmm.\n\nChannel 1: now. I checked the modem, and it's it's red.\n\nChannel 0: Okay. Let me just reboot it on their end, then I'll ask you to power cycle the router on your end for it to take effect.\n\nChannel 1: Yeah. Sure. Just let me know.\n\nChannel 0: Okay. Hang on. Okay. Can we do a full power cycle now with the router? Please unplug it for twenty minutes.\n\nChannel 1: For\n\nChannel 0: And\n\nChannel 1: twenty\n\nChannel 0: after\n\nChannel 1: minutes.\n\nChannel 0: mhmm. Yeah.\n\nChannel 1: Okay.\n\nChannel 0: Then after that, plug it back in and check your Internet connection.\n\nChannel 1: Okay. So I'll leave this unplug I just unplugged it and\n\nChannel 0: Mhmm.\n\nChannel 1: check back in twenty minutes. So I'll check I'll check back to you in in 04:00. Is that right?\n\nChannel 0: Sorry?\n\nChannel 1: But I'll check back with you at 04:00.\n\nChannel 0: So I'll note 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 step or escalate the issue if needed.\n\nChannel 1: Sure. And your name was Lorraine?\n\nChannel 0: Yeah. It's Maureen.\n\nChannel 1: Yeah. Gotcha. I'll if possible, I'll ask for you again so we can continue\n\nChannel 0: Okay.\n\nChannel 1: the conversation.\n\nChannel 0: Yeah.\n\nChannel 1: Alright. Thank\n\nChannel 0: If\n\nChannel 1: you.\n\nChannel 0: the issue is still there. Okay.\n\nChannel 1: Yep.\n\nChannel 0: Thank you.\n\nChannel 1: Sure.\n\nChannel 0: Bye.\n\nChannel 1: Thank you.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.04,"end":1.54,"sentiment":"neutral","sentiment_score":0.2424555867910385},{"text":"Good afternoon.","start":1.5999999,"end":2.34,"sentiment":"positive","sentiment_score":0.5293096005916595},{"text":"This is Maureen from Airtel tech support.","start":2.3999999,"end":4.8199997,"sentiment":"positive","sentiment_score":0.41326541134289335},{"text":"How can","start":5.3599997,"end":5.6,"sentiment":"positive","sentiment_score":0.3938557952642441}],"sentiment":"positive","sentiment_score":0.41513702149192494,"channel":0,"num_words":12,"start":1.04,"end":5.6},{"sentences":[{"text":"Hello?","start":5.6,"end":6.1,"sentiment":"neutral","sentiment_score":0.27985048294067383}],"sentiment":"neutral","sentiment_score":0.27985048294067383,"channel":1,"num_words":1,"start":5.6,"end":6.1},{"sentences":[{"text":"I assist 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is red at the moment, not green on the modem, but I","start":41.36,"end":48.055,"sentiment":"neutral","sentiment_score":-0.23503012840564436}],"sentiment":"neutral","sentiment_score":-0.23503012840564436,"channel":1,"num_words":13,"start":41.36,"end":48.055},{"sentences":[{"text":"Yeah.","start":47.805,"end":48.305,"sentiment":"neutral","sentiment_score":-0.07097958028316498}],"sentiment":"neutral","sentiment_score":-0.07097958028316498,"channel":0,"num_words":1,"start":47.805,"end":48.305},{"sentences":[{"text":"literally just got home.","start":48.055,"end":49.574997,"sentiment":"neutral","sentiment_score":-0.07607888989150524},{"text":"I can try to 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after that, plug it back in and check your Internet connection.","start":94.604996,"end":98.625,"sentiment":"neutral","sentiment_score":0.00996862631291151}],"sentiment":"neutral","sentiment_score":0.00996862631291151,"channel":0,"num_words":12,"start":94.604996,"end":98.625},{"sentences":[{"text":"Okay.","start":100.655,"end":101.155,"sentiment":"neutral","sentiment_score":0.05305362492799759},{"text":"So I'll leave this unplug I just unplugged it and","start":101.775,"end":105.534996,"sentiment":"neutral","sentiment_score":0.04111883342266083}],"sentiment":"neutral","sentiment_score":0.04220381446860053,"channel":1,"num_words":11,"start":100.655,"end":105.534996},{"sentences":[{"text":"Mhmm.","start":105.405,"end":105.905,"sentiment":"neutral","sentiment_score":0.029866598546504974}],"sentiment":"neutral","sentiment_score":0.029866598546504974,"channel":0,"num_words":1,"start":105.405,"end":105.905},{"sentences":[{"text":"check back in twenty 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After checking, the representative confirms that the internet connection is red and asks the customer to reboot it and check his internet connection again. The representative notes the issue and asks the customer to call back if it persists."},"intents":{"segments":[{"text":"Because we're checking in your account, and upon checking here, it's showing offline. So I just wanted to check-in if there's an issue with your Internet connection Oh, that might cause some it damage. is Mhmm.","start_word":61,"end_word":96,"intents":[{"intent":"Fix internet connection issue","confidence_score":0.10014364}]},{"text":"Let me just reboot it on their end, then I'll ask you to power cycle the router on your end for it to take effect. Yeah.","start_word":162,"end_word":187,"intents":[{"intent":"Restart router","confidence_score":0.015187022}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2424555867910385},{"text":"Good afternoon. This is Maureen from Airtel tech support. How can I Hello?","start_word":1,"end_word":13,"sentiment":"positive","sentiment_score":0.4153083264827728},{"text":"assist you? Mhmm. Hi. I got a phone call from you guys and a text message. Message saying my Internet is Mhmm. offline. Did you call this number? Mhmm. Yeah. Okay. Let me just confirm. Can I have your full name, please? Yeah. It's Andrew Tao. Yeah. Because we're checking in your account, and upon checking here, it's showing offline. So I just wanted to check-in if there's an issue with your Internet connection Oh, that might cause some it damage. is Mhmm. it is red at the moment, not green on the modem, but I Yeah. literally just got home. I can try to connect Yeah. and Okay. reconnect and see if that works. Mhmm. So you did not press anything with the router?","start_word":14,"end_word":138,"sentiment":"neutral","sentiment_score":-0.07818666845560074},{"text":"Just randomly went red.","start_word":139,"end_word":142,"sentiment":"negative","sentiment_score":-0.3643526434898377},{"text":"Right? Yeah. I just came home just Mhmm. now. I checked the modem, and it's it's red. Okay. Let me just reboot it on their end, then I'll ask you to power cycle the router on your end for it to take effect. Yeah. Sure. Just let me know. Okay. Hang on. Okay. Can we do a full power cycle now with the router? Please unplug it for twenty minutes. For And twenty after minutes. mhmm. Yeah. Okay. Then after that, plug it back in and check your Internet connection. Okay. So I'll leave this unplug I just unplugged it and Mhmm. check back in twenty minutes. So I'll check I'll check back to you in in 04:00. Is that right? Sorry? But I'll check back with you at 04:00. So I'll note 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 step or escalate the issue if needed. Sure. And your name was Lorraine? Yeah. It's Maureen. Yeah. Gotcha. I'll if possible, I'll ask for you again so we can continue Okay. the conversation. Yeah. Alright. Thank If you. the issue is still there. Okay. Yep.","start_word":143,"end_word":351,"sentiment":"neutral","sentiment_score":-0.003448392705697762},{"text":"Thank you. Sure. Bye. Thank you.","start_word":352,"end_word":357,"sentiment":"positive","sentiment_score":0.5152541995048523}],"average":{"sentiment":"neutral","sentiment_score":-0.008047108371828012}}}}