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Good afternoon. This is Maureen from Erto tech support. How can I assist you today? Sorry?\n\nYes. I can hear you. Mhmm. Okay. So is it okay if I put you on hold for a while?\n\nLet me just check your account. Okay. Hang on. Hello, Stanley? Yes.\n\nSo thank you for waiting. Upon checking with the back end team, as of the moment, there is still the Gail IP location issue we're currently attending to. So some of our customer is already good now, but some account is is still on in process on resolving this matter. So we hope to have it resolved as soon as possible. Our team is working closely with the engineering team, and we have a possible estimated time of resolution between Monday to Wednesday, which is today.\n\nYeah. So it mhmm. This week, this Monday to up until today. So we already log a full ticket to the Supa network regarding the issue. Is it okay if you wait until tomorrow?\n\nYeah. Then if until tomorrow afternoon the issue is still there, can you give us a call so we can be aware and escalate the issue further? Yeah. And, you know, we are very sorry for the inconvenience and frustration this has caused. We truly appreciate your patience while we work on resolving the issue.\n\nYeah. Thank you for understanding. Bye for now. 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Good afternoon. You are speaking with Samson Stanley. Can you hear me? I said you are speaking with Samson Stanley, and I'm calling you from my apartment, Unit 7 Slash 26, Cynthia Crescent. Yep. I've been having issues with my network. In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia. I'm not able to use it for anything. No worries. Yep. Monday to Wednesday, what? Next week? No worries. No worries. 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Good afternoon. You are speaking with Samson Stanley. Can you hear me? I said you are speaking with Samson Stanley, and I'm calling you from my apartment, Unit 7 Slash 26, Cynthia Crescent.\n\nYep. I've been having issues with my network. In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia. I'm not able to use it for anything. No worries.\n\nYep. Monday to Wednesday, what? Next week? No worries. No worries.\n\nNo worries.","paragraphs":[{"sentences":[{"text":"Yeah.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.03517056256532669},{"text":"Good afternoon.","start":8.559999,"end":9.38,"sentiment":"neutral","sentiment_score":0.06422241032123566},{"text":"You are speaking with Samson Stanley.","start":9.76,"end":11.94,"sentiment":"neutral","sentiment_score":0.014392444398254156},{"text":"Can you hear me?","start":15.825,"end":16.885,"sentiment":"neutral","sentiment_score":-0.012481461511924863},{"text":"I said you are speaking with Samson Stanley, and I'm calling you from my apartment, Unit 7 Slash 26, Cynthia Crescent.","start":19.345,"end":32.28,"sentiment":"neutral","sentiment_score":0.010214479196639288}],"sentiment":"neutral","sentiment_score":0.012192596078795545,"num_words":34,"start":8.24,"end":32.28},{"sentences":[{"text":"Yep.","start":35.54,"end":36.04,"sentiment":"neutral","sentiment_score":-0.06618551909923553},{"text":"I've been having issues with my network.","start":36.34,"end":38.6,"sentiment":"negative","sentiment_score":-0.3339040662561144},{"text":"In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia.","start":40.1,"end":51.565002,"sentiment":"neutral","sentiment_score":-0.25429999622805366},{"text":"I'm not able to use it for anything.","start":51.705,"end":53.725002,"sentiment":"negative","sentiment_score":-0.33343565464019775},{"text":"No worries.","start":63.0,"end":63.74,"sentiment":"neutral","sentiment_score":0.0034993821755051613}],"sentiment":"neutral","sentiment_score":-0.26465319885693966,"num_words":47,"start":35.54,"end":63.74},{"sentences":[{"text":"Yep.","start":100.565,"end":101.065,"sentiment":"neutral","sentiment_score":0.03114696964621544},{"text":"Monday to Wednesday, what?","start":145.3,"end":146.68001,"sentiment":"neutral","sentiment_score":-0.01601112517528236},{"text":"Next week?","start":146.98001,"end":147.8,"sentiment":"neutral","sentiment_score":-0.01389801874756813},{"text":"No worries.","start":166.825,"end":167.485,"sentiment":"neutral","sentiment_score":0.004864383488893509},{"text":"No worries.","start":178.76,"end":179.5,"sentiment":"neutral","sentiment_score":-0.010269255377352238}],"sentiment":"neutral","sentiment_score":-0.006500301120633429,"num_words":11,"start":100.565,"end":179.5},{"sentences":[{"text":"No worries.","start":191.225,"end":191.965,"sentiment":"neutral","sentiment_score":0.06336610205471516}],"sentiment":"neutral","sentiment_score":0.06336610205471516,"num_words":2,"start":191.225,"end":191.965}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Erto tech support. How can I assist you today?\n\nChannel 1: Yeah. Good afternoon. You are speaking with Samson Stanley.\n\nChannel 0: Sorry?\n\nChannel 1: Can you hear me?\n\nChannel 0: Yes. I can hear you.\n\nChannel 1: I said you are speaking with Samson Stanley, and I'm calling you from my apartment, Unit 7 Slash 26, Cynthia Crescent.\n\nChannel 0: Mhmm.\n\nChannel 1: Yep. I've been having issues with my network. In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia. I'm not able to use it for anything.\n\nChannel 0: Okay. So is it okay if I put you on hold for a while? Let me just check your account.\n\nChannel 1: No worries.\n\nChannel 0: Okay. Hang on. Hello, Stanley?\n\nChannel 1: Yep.\n\nChannel 0: Yes. So thank you for waiting. Upon checking with the back end team, as of the moment, there is still the Gail IP location issue we're currently attending to. So some of our customer is already good now, but some account is is still on in process on resolving this matter. So we hope to have it resolved as soon as possible.\n\nOur team is working closely with the engineering team, and we have a possible estimated time of resolution between Monday to Wednesday, which is today. Yeah. So it mhmm.\n\nChannel 1: Monday to Wednesday, what? Next week?\n\nChannel 0: This week, this Monday to up until today. So we already log a full ticket to the Supa network regarding the issue. Is it okay if you wait until tomorrow?\n\nChannel 1: No worries.\n\nChannel 0: Yeah. Then if until tomorrow afternoon the issue is still there, can you give us a call so we can be aware and escalate the issue further?\n\nChannel 1: No worries.\n\nChannel 0: Yeah. And, you know, we are very sorry for the inconvenience and frustration this has caused. We truly appreciate your patience while we work on resolving the issue.\n\nChannel 1: No worries.\n\nChannel 0: Yeah. Thank you for understanding. Bye for now. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.48,"end":0.98,"sentiment":"neutral","sentiment_score":0.10184745490550996},{"text":"Good afternoon.","start":2.3999999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.22250038385391235},{"text":"This is Maureen from Erto tech support.","start":3.1999998,"end":6.02,"sentiment":"neutral","sentiment_score":0.18500977328845433},{"text":"How can I assist you today?","start":6.08,"end":7.54,"sentiment":"neutral","sentiment_score":0.17196481426556906}],"sentiment":"neutral","sentiment_score":0.17960659507662058,"channel":0,"num_words":16,"start":0.48,"end":7.54},{"sentences":[{"text":"Yeah.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.03517056256532669},{"text":"Good afternoon.","start":8.559999,"end":9.38,"sentiment":"neutral","sentiment_score":0.06422241032123566},{"text":"You are speaking with Samson 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network.","start":36.34,"end":38.6,"sentiment":"negative","sentiment_score":-0.3339040662561144},{"text":"In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia.","start":40.1,"end":51.565002,"sentiment":"neutral","sentiment_score":-0.25429999622805366},{"text":"I'm not able to use it for anything.","start":51.705,"end":53.725002,"sentiment":"negative","sentiment_score":-0.33343565464019775}],"sentiment":"neutral","sentiment_score":-0.27657109134727054,"channel":1,"num_words":45,"start":35.54,"end":53.725002},{"sentences":[{"text":"Okay.","start":56.535,"end":56.91,"sentiment":"neutral","sentiment_score":-0.09316550195217133},{"text":"So is it okay if I put you on hold for a while?","start":57.23,"end":60.75,"sentiment":"neutral","sentiment_score":-0.035334254400088236},{"text":"Let me just check your account.","start":60.75,"end":62.21,"sentiment":"neutral","sentiment_score":-0.014537685240308443}],"sentiment":"neutral","sentiment_score":-0.03198684602975845,"channel":0,"num_words":20,"start":56.535,"end":62.21},{"sentences":[{"text":"No worries.","start":63.0,"end":63.74,"sentiment":"neutral","sentiment_score":0.0034993821755051613}],"sentiment":"neutral","sentiment_score":0.0034993821755051613,"channel":1,"num_words":2,"start":63.0,"end":63.74},{"sentences":[{"text":"Okay.","start":64.35,"end":64.75,"sentiment":"neutral","sentiment_score":0.004158789291977882},{"text":"Hang on.","start":64.75,"end":65.49,"sentiment":"neutral","sentiment_score":0.0025698551908135414},{"text":"Hello, Stanley?","start":99.175,"end":100.075,"sentiment":"neutral","sentiment_score":0.018794020637869835}],"sentiment":"neutral","sentiment_score":0.009377308189868927,"channel":0,"num_words":5,"start":64.35,"end":100.075},{"sentences":[{"text":"Yep.","start":100.565,"end":101.065,"sentiment":"neutral","sentiment_score":0.03114696964621544}],"sentiment":"neutral","sentiment_score":0.03114696964621544,"channel":1,"num_words":1,"start":100.565,"end":101.065},{"sentences":[{"text":"Yes.","start":102.135,"end":102.535,"sentiment":"neutral","sentiment_score":0.07684987038373947},{"text":"So thank you for waiting.","start":102.535,"end":105.575,"sentiment":"neutral","sentiment_score":0.18007193505764008},{"text":"Upon checking with the back end team, as of the moment, there is still the Gail IP location issue we're currently attending to.","start":105.575,"end":115.81,"sentiment":"neutral","sentiment_score":-0.06302340895585391},{"text":"So some of our customer is already good now, but some account is is still on in process on resolving this matter.","start":116.189995,"end":126.745,"sentiment":"neutral","sentiment_score":-0.11203396743671461},{"text":"So we hope to have it resolved as soon as possible.","start":127.605,"end":130.505,"sentiment":"neutral","sentiment_score":0.0013696436177600526}],"sentiment":"neutral","sentiment_score":-0.04712919458266227,"channel":0,"num_words":62,"start":102.135,"end":130.505},{"sentences":[{"text":"Our team is working closely with the engineering team, and we have a possible estimated time of resolution between Monday to Wednesday, which is today.","start":131.125,"end":141.53,"sentiment":"neutral","sentiment_score":-0.01767086148262024},{"text":"Yeah.","start":143.19,"end":143.51,"sentiment":"neutral","sentiment_score":-0.006618828512728214},{"text":"So it mhmm.","start":143.51,"end":145.05,"sentiment":"neutral","sentiment_score":-0.011484111659228802}],"sentiment":"neutral","sentiment_score":-0.016649748295031744,"channel":0,"num_words":29,"start":131.125,"end":145.05},{"sentences":[{"text":"Monday to Wednesday, what?","start":145.3,"end":146.68001,"sentiment":"neutral","sentiment_score":-0.01601112517528236},{"text":"Next week?","start":146.98001,"end":147.8,"sentiment":"neutral","sentiment_score":-0.01389801874756813}],"sentiment":"neutral","sentiment_score":-0.015306756366044283,"channel":1,"num_words":6,"start":145.3,"end":147.8},{"sentences":[{"text":"This week, this Monday to up until today.","start":149.19,"end":153.22499,"sentiment":"neutral","sentiment_score":-0.03551772562786937},{"text":"So we already log a full ticket to the Supa network regarding the issue.","start":154.325,"end":162.58499,"sentiment":"neutral","sentiment_score":-0.03919483641428607},{"text":"Is it okay if you wait until tomorrow?","start":162.965,"end":165.625,"sentiment":"neutral","sentiment_score":-0.0006069163791835306}],"sentiment":"neutral","sentiment_score":-0.027924161528547604,"channel":0,"num_words":30,"start":149.19,"end":165.625},{"sentences":[{"text":"No worries.","start":166.825,"end":167.485,"sentiment":"neutral","sentiment_score":0.004864383488893509}],"sentiment":"neutral","sentiment_score":0.004864383488893509,"channel":1,"num_words":2,"start":166.825,"end":167.485},{"sentences":[{"text":"Yeah.","start":168.26999,"end":168.43,"sentiment":"neutral","sentiment_score":0.004850978031754494},{"text":"Then if until tomorrow afternoon the issue is still there, can you give us a call so we can be aware and escalate the issue further?","start":168.43,"end":177.48999,"sentiment":"neutral","sentiment_score":-0.05872581354700602}],"sentiment":"neutral","sentiment_score":-0.05637111756260748,"channel":0,"num_words":27,"start":168.26999,"end":177.48999},{"sentences":[{"text":"No worries.","start":178.76,"end":179.5,"sentiment":"neutral","sentiment_score":-0.010269255377352238}],"sentiment":"neutral","sentiment_score":-0.010269255377352238,"channel":1,"num_words":2,"start":178.76,"end":179.5},{"sentences":[{"text":"Yeah.","start":180.03,"end":180.53,"sentiment":"neutral","sentiment_score":-0.008604533970355988},{"text":"And, you know, we are very sorry for the inconvenience and frustration this has caused.","start":181.135,"end":185.715,"sentiment":"neutral","sentiment_score":-0.19433921873569487},{"text":"We truly appreciate your patience while we work on resolving the issue.","start":186.335,"end":190.195,"sentiment":"neutral","sentiment_score":0.08692730652789275}],"sentiment":"neutral","sentiment_score":-0.06716304059539523,"channel":0,"num_words":28,"start":180.03,"end":190.195},{"sentences":[{"text":"No worries.","start":191.225,"end":191.965,"sentiment":"neutral","sentiment_score":0.06336610205471516}],"sentiment":"neutral","sentiment_score":0.06336610205471516,"channel":1,"num_words":2,"start":191.225,"end":191.965},{"sentences":[{"text":"Yeah.","start":192.42287,"end":192.74287,"sentiment":"neutral","sentiment_score":0.12013162672519684},{"text":"Thank you for understanding.","start":192.74287,"end":193.80287,"sentiment":"neutral","sentiment_score":0.2664637006819248},{"text":"Bye for now.","start":194.18286,"end":195.08287,"sentiment":"neutral","sentiment_score":0.17723557353019714},{"text":"Bye.","start":197.14287,"end":197.64287,"sentiment":"neutral","sentiment_score":0.08020208030939102}],"sentiment":"neutral","sentiment_score":0.1997661367058754,"channel":0,"num_words":9,"start":192.42287,"end":197.64287}]},"summary":{"result":"success","short":"A customer named Samson Stanley is experiencing issues with their network and TV. They have been unable to use certain Spam on their TV and are not able to use their computer at home. The representative from Erto tech support is working to resolve the issue and has estimated a resolution time between Monday to Wednesday, but the customer is asked to call if the issue persists."},"intents":{"segments":[{"text":"I've been having issues with my network. In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia. I'm not able to use it for anything. Okay.","start_word":58,"end_word":102,"intents":[{"intent":"Resolve network issue","confidence_score":0.093063965},{"intent":"Resolve issue","confidence_score":0.004808194}]},{"text":"Then if until tomorrow afternoon the issue is still there, can you give us a call so we can be aware and escalate the issue further? No worries.","start_word":260,"end_word":287,"intents":[{"intent":"Provide call back","confidence_score":0.0055235904}]},{"text":"And, you know, we are very sorry for the inconvenience and frustration this has caused. We truly appreciate your patience while we work on resolving the issue. No worries.","start_word":289,"end_word":317,"intents":[{"intent":"Apologize for inconvenience","confidence_score":0.1687775}]}]},"sentiments":{"segments":[{"text":"Hello. Good afternoon. This is Maureen from Erto tech support. How can I assist you today? Yeah. Good afternoon. You are speaking with Samson Stanley. Sorry? Can you hear me? Yes. I can hear you. I said you are speaking with Samson Stanley, and I'm calling you from my apartment, Unit 7 Slash 26, Cynthia Crescent. Mhmm. Yep. I've been having issues with my network. In fact, I've not been able to use some of the span on my TV because it's showing that I'm on a different location that is not in Australia.","start_word":0,"end_word":93,"sentiment":"neutral","sentiment_score":-0.06742237508296967},{"text":"I'm not able to use it for anything.","start_word":94,"end_word":101,"sentiment":"negative","sentiment_score":-0.34180206060409546},{"text":"Okay. So is it okay if I put you on hold for a while? Let me just check your account. No worries. Okay. Hang on. Hello, Stanley? Yep. Yes. So thank you for waiting. Upon checking with the back end team, as of the moment, there is still the Gail IP location issue we're currently attending to. So some of our customer is already good now, but some account is is still on in process on resolving this matter. So we hope to have it resolved as soon as possible. Our team is working closely with the engineering team, and we have a possible estimated time of resolution between Monday to Wednesday, which is today. Yeah. So it mhmm. Monday to Wednesday, what? Next week? This week, this Monday to up until today. So we already log a full ticket to the Supa network regarding the issue. Is it okay if you wait until tomorrow? No worries. Yeah. Then if until tomorrow afternoon the issue is still there, can you give us a call so we can be aware and escalate the issue further? No worries. Yeah. And, you know, we are very sorry for the inconvenience and frustration this has caused. We truly appreciate your patience while we work on resolving the issue. No worries. Yeah. Thank you for understanding. Bye for now. Bye.","start_word":102,"end_word":326,"sentiment":"neutral","sentiment_score":-0.02346276305615902}],"average":{"sentiment":"neutral","sentiment_score":-0.04543258269987495}}}}