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Hello. Good morning. This is Maureen from Ertol tech support. Am I speaking with, Osaf Shed?\n\nJust wanted to check-in because we noticed that your Internet service is currently offline. If there is assistance mhmm. Since this Friday? Did you press anything with the router or it just randomly went off? Okay.\n\nIs it okay if I put you on hold? Let me just check your account. Okay. Hang on. Hello, Chad?\n\nYeah. Is the router switch on right now? May but, like mhmm. Okay. So upon checking here on our end, there's no outages so far as of the moment.\n\nSo we did the reboot on our side, network side, for it to take effect on your end. Is it okay if you do a full power cycle with the router? Yeah. Please unplug the router. Keep it unplugged for twenty minutes.\n\nAfter that, plug it back in and check your Internet connection. So, with this step in your account, 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. Thank you as well. Bye for now.","paragraphs":[{"sentences":[{"text":"Yes.","start":4.4,"end":4.72,"sentiment":"neutral","sentiment_score":0.07908795773983002},{"text":"Hello.","start":4.72,"end":5.12,"sentiment":"neutral","sentiment_score":0.10945697873830797},{"text":"Good morning.","start":5.12,"end":5.68,"sentiment":"positive","sentiment_score":0.35805298388004303},{"text":"This is Maureen from Ertol tech support.","start":5.68,"end":8.26,"sentiment":"neutral","sentiment_score":0.2598860668284552},{"text":"Am I speaking with, Osaf Shed?","start":8.96,"end":11.62,"sentiment":"neutral","sentiment_score":0.04373072925955057}],"sentiment":"neutral","sentiment_score":0.17566104397615967,"num_words":17,"start":4.4,"end":11.62},{"sentences":[{"text":"Just wanted to check-in because we noticed that your Internet service is currently offline.","start":13.835,"end":18.175,"sentiment":"neutral","sentiment_score":-0.11771654949656554},{"text":"If there is assistance mhmm.","start":18.875,"end":20.814999,"sentiment":"neutral","sentiment_score":-0.0165276225656271},{"text":"Since this Friday?","start":26.18,"end":27.400002,"sentiment":"neutral","sentiment_score":-0.19325807193915048},{"text":"Did you press anything with the router or it just randomly went off?","start":33.940002,"end":37.635,"sentiment":"neutral","sentiment_score":-0.09383715144716777},{"text":"Okay.","start":42.594997,"end":43.094997,"sentiment":"neutral","sentiment_score":-0.06765107065439224}],"sentiment":"neutral","sentiment_score":-0.0999438350295855,"num_words":36,"start":13.835,"end":43.094997},{"sentences":[{"text":"Is it okay if I put you on hold?","start":43.155,"end":44.675,"sentiment":"neutral","sentiment_score":-0.015712316665384505},{"text":"Let me just check your account.","start":44.675,"end":46.054996,"sentiment":"neutral","sentiment_score":-0.014171638215581575},{"text":"Okay.","start":47.875,"end":48.195,"sentiment":"neutral","sentiment_score":0.007171193137764931},{"text":"Hang on.","start":48.195,"end":48.934998,"sentiment":"neutral","sentiment_score":0.004145130980759859},{"text":"Hello, Chad?","start":89.38,"end":90.35999,"sentiment":"neutral","sentiment_score":0.020123069174587727}],"sentiment":"neutral","sentiment_score":-0.008536654291674495,"num_words":20,"start":43.155,"end":90.35999},{"sentences":[{"text":"Yeah.","start":92.259995,"end":92.759995,"sentiment":"neutral","sentiment_score":0.015884578227996826},{"text":"Is the router switch on right now?","start":93.299995,"end":95.465004,"sentiment":"neutral","sentiment_score":0.00038221877600465504},{"text":"May but, like mhmm.","start":99.445,"end":109.705,"sentiment":"neutral","sentiment_score":-0.1537369815632701},{"text":"Okay.","start":109.925,"end":110.425,"sentiment":"neutral","sentiment_score":-0.009762188419699667},{"text":"So upon checking here on our end, there's no outages so far as of the moment.","start":110.78,"end":117.28,"sentiment":"neutral","sentiment_score":-0.04194152355194092}],"sentiment":"neutral","sentiment_score":-0.04404187523599329,"num_words":29,"start":92.259995,"end":117.28},{"sentences":[{"text":"So we did the reboot on our side, network side, for it to take effect on your end.","start":117.34,"end":125.2,"sentiment":"neutral","sentiment_score":0.011273712126745118},{"text":"Is it okay if you do a full power cycle with the router?","start":125.555,"end":128.535,"sentiment":"neutral","sentiment_score":0.021231991310532276},{"text":"Yeah.","start":130.19499,"end":130.69499,"sentiment":"neutral","sentiment_score":0.05335063487291336},{"text":"Please unplug the router.","start":131.475,"end":133.015,"sentiment":"neutral","sentiment_score":-0.03053079079836607},{"text":"Keep it unplugged for twenty minutes.","start":133.555,"end":135.655,"sentiment":"neutral","sentiment_score":-0.03743560239672661}],"sentiment":"neutral","sentiment_score":0.004418013395652885,"num_words":42,"start":117.34,"end":135.655},{"sentences":[{"text":"After that, plug it back in and check your Internet connection.","start":136.11499,"end":139.415,"sentiment":"neutral","sentiment_score":0.015962899408557198},{"text":"So, with this step in your account, 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":140.12001,"end":151.76088,"sentiment":"neutral","sentiment_score":-0.036030987182106726},{"text":"Okay.","start":154.14088,"end":154.64088,"sentiment":"neutral","sentiment_score":0.2787211537361145},{"text":"Thank you as well.","start":154.94087,"end":155.90088,"sentiment":"positive","sentiment_score":0.40311774611473083},{"text":"Bye for now.","start":155.90088,"end":156.80087,"sentiment":"neutral","sentiment_score":0.2778460780779521}],"sentiment":"neutral","sentiment_score":0.02577782354863553,"num_words":58,"start":136.11499,"end":156.80087}]}}]},{"alternatives":[{"transcript":"Hello? Yep. Yep. Yep. Yep. Yep. Yeah. I was actually gonna call. Yeah. Yeah. The Internet service isn't working since Friday. Yeah. Friday or Saturday, I think. Yeah. No. It just randomly stopped me. Yep. Yeah. Everything was on. It's just showing a red light. So it's, like, it wasn't disturbed. Yeah. Yeah. Like like, nobody touched it or I just stopped working randomly. Yep. Alright. Yep. Okay. Alright. Sure. Yep. Yep. Alright. Thank you. Bye.","confidence":0.9523926,"words":[{"word":"hello","start":0.16,"end":0.65999997,"confidence":0.97631836,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.02116546779870987},{"word":"yep","start":8.88,"end":9.38,"confidence":0.9523926,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.08122457563877106},{"word":"yep","start":11.36,"end":11.5199995,"confidence":0.7788086,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.021352306008338928},{"word":"yep","start":11.5199995,"end":12.0199995,"confidence":0.7331543,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.020897142589092255},{"word":"yep","start":12.08,"end":12.4,"confidence":0.78881836,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.02025694027543068},{"word":"yep","start":12.4,"end":12.9,"confidence":0.7980957,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.009901759214699268},{"word":"yeah","start":17.915,"end":18.314999,"confidence":0.9926758,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.0402514785528183},{"word":"i","start":18.314999,"end":18.395,"confidence":0.984375,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.03391376882791519},{"word":"was","start":18.395,"end":18.635,"confidence":0.99902344,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.036783523857593536},{"word":"actually","start":18.635,"end":18.955,"confidence":0.98291016,"punctuated_word":"actually","sentiment":"neutral","sentiment_score":-0.023830002173781395},{"word":"gonna","start":18.955,"end":19.275,"confidence":0.9921875,"punctuated_word":"gonna","sentiment":"neutral","sentiment_score":-0.012773084454238416},{"word":"call","start":19.275,"end":19.775,"confidence":0.9790039,"punctuated_word":"call.","sentiment":"neutral","sentiment_score":-0.010328968055546284},{"word":"yeah","start":19.914999,"end":20.414999,"confidence":0.9719238,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.025191811844706535},{"word":"yeah","start":21.355,"end":21.595,"confidence":0.9719238,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.0752340629696846},{"word":"the","start":21.595,"end":21.755001,"confidence":0.64990234,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.28244829177856445},{"word":"internet","start":21.755001,"end":22.154999,"confidence":0.8857422,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.32639989256858826},{"word":"service","start":22.154999,"end":22.474998,"confidence":0.8701172,"punctuated_word":"service","sentiment":"negative","sentiment_score":-0.3632074296474457},{"word":"isn't","start":22.474998,"end":22.715,"confidence":0.94750977,"punctuated_word":"isn't","sentiment":"neutral","sentiment_score":-0.3222622871398926},{"word":"working","start":22.715,"end":23.195,"confidence":1.0,"punctuated_word":"working","sentiment":"negative","sentiment_score":-0.3574216961860657},{"word":"since","start":23.195,"end":23.435,"confidence":0.9404297,"punctuated_word":"since","sentiment":"negative","sentiment_score":-0.35004714131355286},{"word":"friday","start":23.435,"end":23.935,"confidence":0.99902344,"punctuated_word":"Friday.","sentiment":"negative","sentiment_score":-0.393230676651001},{"word":"yeah","start":27.755,"end":28.255,"confidence":0.8288574,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.09351085126399994},{"word":"friday","start":30.26,"end":30.74,"confidence":0.99316406,"punctuated_word":"Friday","sentiment":"neutral","sentiment_score":-0.07841058820486069},{"word":"or","start":30.74,"end":30.82,"confidence":0.9970703,"punctuated_word":"or","sentiment":"neutral","sentiment_score":-0.1342049241065979},{"word":"saturday","start":30.82,"end":31.3,"confidence":0.9699707,"punctuated_word":"Saturday,","sentiment":"neutral","sentiment_score":-0.10468728840351103},{"word":"i","start":31.3,"end":31.380001,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.08935000747442245},{"word":"think","start":31.380001,"end":31.7,"confidence":0.99560547,"punctuated_word":"think.","sentiment":"neutral","sentiment_score":-0.105547234416008},{"word":"yeah","start":31.7,"end":32.2,"confidence":0.9116211,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.040379755198955536},{"word":"no","start":36.260002,"end":36.760002,"confidence":0.99609375,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.15765219926834106},{"word":"it","start":37.54,"end":37.7,"confidence":0.734375,"punctuated_word":"It","sentiment":"neutral","sentiment_score":-0.28610914945602417},{"word":"just","start":37.7,"end":37.94,"confidence":0.5151367,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.22929993271827695},{"word":"randomly","start":37.94,"end":38.44,"confidence":0.9633789,"punctuated_word":"randomly","sentiment":"neutral","sentiment_score":-0.24486061930656433},{"wor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Yep. Yep. Yep. Yep.\n\nYep. Yeah. I was actually gonna call. Yeah. Yeah.\n\nThe Internet service isn't working since Friday. Yeah. Friday or Saturday, I think. Yeah. No.\n\nIt just randomly stopped me. Yep. Yeah. Everything was on. It's just showing a red light.\n\nSo it's, like, it wasn't disturbed. Yeah. Yeah. Like like, nobody touched it or I just stopped working randomly. Yep.\n\nAlright. Yep. Okay. Alright. Sure.\n\nYep. Yep. Alright. Thank you. 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Hello. Good morning. This is Maureen from Ertol tech support.\n\nChannel 1: Yep.\n\nChannel 0: Am I speaking with, Osaf Shed?\n\nChannel 1: Yep. Yep. Yep. Yep.\n\nChannel 0: Just wanted to check-in because we noticed that your Internet service is currently offline.\n\nChannel 1: Yeah. I was actually\n\nChannel 0: If\n\nChannel 1: gonna\n\nChannel 0: there\n\nChannel 1: call.\n\nChannel 0: is assistance\n\nChannel 1: Yeah.\n\nChannel 0: mhmm.\n\nChannel 1: Yeah. The Internet service isn't working since Friday.\n\nChannel 0: Since this Friday?\n\nChannel 1: Yeah. Friday or Saturday, I think. Yeah.\n\nChannel 0: Did you press anything with the router or\n\nChannel 1: No.\n\nChannel 0: it just randomly went off?\n\nChannel 1: It just randomly stopped me.\n\nChannel 0: Okay. Is it okay if I put you on hold? Let me just check your account. Okay. Hang on.\n\nHello, Chad?\n\nChannel 1: Yep.\n\nChannel 0: Yeah. Is the router switch on right now?\n\nChannel 1: Yeah. Everything was on. It's just showing a red light. So\n\nChannel 0: May\n\nChannel 1: it's, like, it wasn't\n\nChannel 0: but, like\n\nChannel 1: disturbed. Yeah. Yeah. Like like, nobody touched it or I just stopped working randomly.\n\nChannel 0: mhmm. Okay. So upon checking here on our end, there's no outages so far as of the moment. So we did the reboot on our side, network side, for it to take effect on your end. Is it okay if you do a full power cycle with the router?\n\nChannel 1: Yep. Alright.\n\nChannel 0: Yeah.\n\nChannel 1: Yep.\n\nChannel 0: Please unplug the router. Keep it unplugged for twenty minutes.\n\nChannel 1: Okay.\n\nChannel 0: After that, plug it back in and check your Internet connection. So,\n\nChannel 1: Alright. Sure.\n\nChannel 0: with this step in your account, if the issue\n\nChannel 1: Yep.\n\nChannel 0: 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: Yep. Alright. Thank you.\n\nChannel 0: Okay. Thank you as well. Bye for now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.16,"end":0.65999997,"sentiment":"neutral","sentiment_score":0.02116546779870987}],"sentiment":"neutral","sentiment_score":0.02116546779870987,"channel":1,"num_words":1,"start":0.16,"end":0.65999997},{"sentences":[{"text":"Yes.","start":4.4,"end":4.72,"sentiment":"neutral","sentiment_score":0.07908795773983002},{"text":"Hello.","start":4.72,"end":5.12,"sentiment":"neutral","sentiment_score":0.10945697873830797},{"text":"Good morning.","start":5.12,"end":5.68,"sentiment":"positive","sentiment_score":0.35805298388004303},{"text":"This is Maureen from Ertol tech 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needed.","start":143.16,"end":151.76088,"sentiment":"neutral","sentiment_score":-0.05752887641047609}],"sentiment":"neutral","sentiment_score":-0.05752887641047609,"channel":0,"num_words":29,"start":143.16,"end":151.76088},{"sentences":[{"text":"Yep.","start":152.06,"end":152.36093,"sentiment":"neutral","sentiment_score":0.09433835744857788},{"text":"Alright.","start":152.68094,"end":153.00093,"sentiment":"neutral","sentiment_score":0.20560061931610107},{"text":"Thank you.","start":153.00093,"end":153.82094,"sentiment":"positive","sentiment_score":0.3882691562175751}],"sentiment":"neutral","sentiment_score":0.2691193222999573,"channel":1,"num_words":4,"start":152.06,"end":153.82094},{"sentences":[{"text":"Okay.","start":154.14088,"end":154.64088,"sentiment":"neutral","sentiment_score":0.2787211537361145},{"text":"Thank you as well.","start":154.94087,"end":155.90088,"sentiment":"positive","sentiment_score":0.40311774611473083},{"text":"Bye for now.","start":155.90088,"end":156.80087,"sentiment":"neutral","sentiment_score":0.2778460780779521}],"sentiment":"positive","sentiment_score":0.34059129655361176,"channel":0,"num_words":8,"start":154.14088,"end":156.80087},{"sentences":[{"text":"Bye.","start":157.00093,"end":157.50093,"sentiment":"neutral","sentiment_score":0.13390572369098663}],"sentiment":"neutral","sentiment_score":0.13390572369098663,"channel":1,"num_words":1,"start":157.00093,"end":157.50093}]},"summary":{"result":"success","short":"A representative from Er reminded the customer, O 43% Shed, that their internet service is currently offline. The representative called to check if the issue was resolved and asked the customer to check their internet connection after a 20-minute wait. The customer was asked to call back if the issue persisted."},"intents":{"segments":[{"text":"Just wanted to check-in because we noticed that your Internet service is currently offline. Yeah.","start_word":23,"end_word":37,"intents":[{"intent":"Check-in","confidence_score":0.2829367}]},{"text":"Did you press anything with the router or it No. just randomly went off?","start_word":67,"end_word":80,"intents":[{"intent":"Troubleshoot router","confidence_score":0.19958507}]},{"text":"Is it okay if you do a full power cycle with the router? Yep.","start_word":184,"end_word":197,"intents":[{"intent":"Power cycle router","confidence_score":0.20014712}]},{"text":"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. Yep.","start_word":236,"end_word":265,"intents":[{"intent":"Dial back","confidence_score":0.0012624378}]}]},"sentiments":{"segments":[{"text":"Hello? Yes. Hello.","start_word":0,"end_word":2,"sentiment":"neutral","sentiment_score":0.06990347057580948},{"text":"Good morning.","start_word":3,"end_word":4,"sentiment":"positive","sentiment_score":0.357327401638031},{"text":"This is Maureen from Ertol tech support. Yep. Am I speaking with, Osaf Shed? Yep. Yep. Yep. Yep. Just wanted to check-in because we noticed that your Internet service is currently offline. Yeah. I was actually If gonna there call. is assistance Yeah. mhmm. Yeah.","start_word":5,"end_word":49,"sentiment":"neutral","sentiment_score":0.021426325663924217},{"text":"The Internet service isn't working since Friday.","start_word":50,"end_word":56,"sentiment":"negative","sentiment_score":-0.34136685729026794},{"text":"Since this Friday? Yeah. Friday or Saturday, I think. Yeah. Did you press anything with the router or it No. just randomly went off? It just randomly stopped me. Okay. Is it okay if I put you on hold? Let me just check your account. Okay. Hang on. Hello, Chad? Yep. Yeah. Is the router switch on right now? Yeah. Everything was on. It's just showing a red light. So May it's, like, it wasn't but, like disturbed. Yeah. Yeah. Like like, nobody touched it or I just stopped working randomly. mhmm. Okay. So upon checking here on our end, there's no outages so far as of the moment. So we did the reboot on our side, network side, for it to take effect on your end. Is it okay if you do a full power cycle with the router? Yep. Alright. Yeah. Yep. Please unplug the router. Keep it unplugged for twenty minutes. Okay. After that, plug it back in and check your Internet connection. So, Alright. Sure. with this step in your account, if the issue Yep. 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. Yep. Alright.","start_word":57,"end_word":266,"sentiment":"neutral","sentiment_score":-0.04507825896143913},{"text":"Thank you.","start_word":267,"end_word":268,"sentiment":"positive","sentiment_score":0.3828335702419281},{"text":"Okay.","start_word":269,"end_word":269,"sentiment":"neutral","sentiment_score":0.2787211537361145},{"text":"Thank you as well.","start_word":270,"end_word":273,"sentiment":"positive","sentiment_score":0.39525219798088074},{"text":"Bye for now. Bye.","start_word":274,"end_word":277,"sentiment":"neutral","sentiment_score":0.23955026268959043}],"average":{"sentiment":"neutral","sentiment_score":-0.02047415650807894}}}}