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I've already forwarded your router images and photos to our technical support team, and she'll get in touch with you further regarding with your Internet. And I really do apologize if you're still not yet connected. If I may ask if you have confirmed to our technical support team if the light is flashing green, and it was already communicated with our technical support team. Correct? Okay. Yeah. Sure. I've already informed our technical support team and forwarded the router. I mean, the email that you sent to me as well regarding with the indicator light. Thank you so much. So for this one, please expect our call for our technical support team. Mhmm. Yeah. No worries. No worries. I know. I understand. I really am a customer myself, and I really do know where you're coming from. For the meantime, please hold with your current invoice that you're seeing. We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright? Mhmm. Can you tell me the... Your payday so that I can note that on your account? So before '15? Oh. Okay. One moment, please. I really understand. No worries. We'll make sure that... We'll also take into current... Consideration about it. Sophie, I've already communicated with our technical support team, and, she's already communicating with the, network. And if we receive an update from the network, That's a dump that will also let you know again. Alright? And we'll give you update. Have you tried using a different Ethernet cable? So... Mhmm. So you have two cables that you have already tried with your router and the NTD. Correct? So you have tried already two cables? Yellow color and... What's the color of the other cable? How many cable or how many Ethernet cables have you tried with your router? Mhmm. The cable. Mhmm. Mhmm. No worries. I forwarded everything to our technical support team and also follow-up with the ticket with the Supa network so that they can check this on their back end. Okay? Invoice. Yeah. Yeah. I will modify this today so that you can... So once the payment has been that has been processed, it will be deducted with the the compensated amount. Alright? So today is eight days. Yeah. It's fine. Your... Okay. Yes. Mhmm. No worries. Yeah. I know. I really understand where you're coming from. I know how important Internet is, of course, that you're also working and also when you stay at home. No worries. Compensation will be provided to you, and we'll also hold the payment until your Internet is working. Okay? That's a sure that we're making everything here to make sure that your Internet is connected. Okay? Yes. I'll also send you an email. Yes. Yes. I will. Yeah. Yeah. No worries. 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you for calling Airtel. My name is Mary. May I have your name, please? Hi. Yeah.\n\nHi, Sophie. Yeah. I've... Thank you so much for reaching to us. I've already forwarded your router images and photos to our technical support team, and she'll get in touch with you further regarding with your Internet.\n\nAnd I really do apologize if you're still not yet connected. If I may ask if you have confirmed to our technical support team if the light is flashing green, and it was already communicated with our technical support team. Correct? Okay. Yeah.\n\nSure. I've already informed our technical support team and forwarded the router. I mean, the email that you sent to me as well regarding with the indicator light. Thank you so much. So for this one, please expect our call for our technical support team.\n\nMhmm. Yeah. No worries. No worries. I know.\n\nI understand. I really am a customer myself, and I really do know where you're coming from. For the meantime, please hold with your current invoice that you're seeing. We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright?\n\nMhmm. Can you tell me the... Your payday so that I can note that on your account? So before '15? Oh.\n\nOkay. One moment, please. I really understand. No worries. We'll make sure that...\n\nWe'll also take into current... Consideration about it. Sophie, I've already communicated with our technical support team, and, she's already communicating with the, network. And if we receive an update from the network, That's a dump that will also let you know again. Alright?\n\nAnd we'll give you update. Have you tried using a different Ethernet cable? So... Mhmm. So you have two cables that you have already tried with your router and the NTD.\n\nCorrect? So you have tried already two cables? Yellow color and... What's the color of the other cable? How many cable or how many Ethernet cables have you tried with your router?\n\nMhmm. The cable. Mhmm. Mhmm. No worries.\n\nI forwarded everything to our technical support team and also follow-up with the ticket with the Supa network so that they can check this on their back end. Okay? Invoice. Yeah. Yeah.\n\nI will modify this today so that you can... So once the payment has been that has been processed, it will be deducted with the the compensated amount. Alright? So today is eight days. Yeah.\n\nIt's fine. Your... Okay. Yes. Mhmm.\n\nNo worries. Yeah. I know. I really understand where you're coming from. I know how important Internet is, of course, that you're also working and also when you stay at home.\n\nNo worries. Compensation will be provided to you, and we'll also hold the payment until your Internet is working. Okay? That's a sure that we're making everything here to make sure that your Internet is connected. Okay?\n\nYes. I'll also send you an email. Yes. Yes. 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My name is... May I have it? Oh, you're speaking to. I've sent you photos of my router, the cables, and the ONT. Okay. No. It's not flashing green. Yeah. It's just it's just red. Okay. And the other issue I have is I was told that the Internet invoice, the price will be waived because now it's eight days without Internet, and it's not my fault. And I just received the invoice, and I'm expected to pay the full amount. And now it's the eighth day with no Internet. So I don't think it's fair for me to be expected to pay the full amount and having eight days with no Internet. It's not fair. Okay. They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can start... They can directly debit the money anytime. So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my account. Yeah. Because it's not fair. There is no payday. They just usually say I need to pay before the fifteenth of every month. So they can take the money anytime between first and fifteenth of every month. So there is no specific day as long as by fifteenth. As... They can deduct the money anytime between the first of every month until the fifteenth. So they can deduct the money anytime. So at least by the sixteenth of every month, the money should have been paid. And, usually, once they send the invoice, that means just get ready. The money can be deducted anytime after the invoice has been sent. So it can be deducted tomorrow. It can be deducted today, which is not fair. Okay. Yeah. I have two, actually, because I... The person who lived here left one. So I have two cable. I've even sent a photo of the yellow cable. I have two of them, and they were both working perfectly when I installed the router. So there is no issue with the cable, the yellow cables. Yes. Uh-huh. They're both yellow. Because I was told to try another cable. So when I came to this house, there was one yellow cable. So I think the person who lived here left his yellow cable. And that time, I didn't have a router. I didn't have anything. So you guys sent the router with the yellow cable. So when I was installing the router with your instructions, I tried and I I I tested both cables on the router to see if they're both effective, and they both worked perfectly. So I have one extra cable, but I've been using the one that you guys sent with the router. But after I used that one, I tried the the spare one that I have to see if it's effective, if if it's working, and it was working perfectly. So my point is I have two cables that have been working perfectly, and there hasn't been used... There hasn't been any issues with the cable. So I don't think the issue is the cable. It's either the router or maybe the black box, but I'm not sure where the problem is, but it's not the cable. Because I was even requested by you guys to try another cable, which I had an extra one and I used it and it wasn't still working. And before, it was working perfectly. Yeah. And you need also to follow-up with the invoice people call. They also need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday. Tomorrow will be the ninth day. So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days. It's not fair. But why are you guys making me? You guys want me to pay for this month Internet. Yeah? And I I have... I don't even have Internet. So maybe I should pay the waiver one after my Internet starts working. Because why should I be paying and I still don't have Internet? So the payment should be paused from you guys until my Internet starts working, and then it will be fair for me to pay that time. Even if it's now the full amount, even the waiver amount, I'm okay to pay that. But it's not fair on me to pay for this month and still go another twenty days, ten days without Internet. It's not fair. Okay. Okay. Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind. Yes. I'll I'll put that to it. Okay. Thank you so much for your time. Okay. Bye. 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you for calling Airtel. My name is... May I have it? Oh, you're speaking to. I've sent you photos of my router, the cables, and the ONT.\n\nOkay. No. It's not flashing green. Yeah. It's just it's just red.\n\nOkay. And the other issue I have is I was told that the Internet invoice, the price will be waived because now it's eight days without Internet, and it's not my fault. And I just received the invoice, and I'm expected to pay the full amount. And now it's the eighth day with no Internet. So I don't think it's fair for me to be expected to pay the full amount and having eight days with no Internet.\n\nIt's not fair. Okay. They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can start... They can directly debit the money anytime. So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my account.\n\nYeah. Because it's not fair. There is no payday. They just usually say I need to pay before the fifteenth of every month. So they can take the money anytime between first and fifteenth of every month.\n\nSo there is no specific day as long as by fifteenth. As... They can deduct the money anytime between the first of every month until the fifteenth. So they can deduct the money anytime. So at least by the sixteenth of every month, the money should have been paid.\n\nAnd, usually, once they send the invoice, that means just get ready. The money can be deducted anytime after the invoice has been sent. So it can be deducted tomorrow. It can be deducted today, which is not fair. Okay.\n\nYeah. I have two, actually, because I... The person who lived here left one. So I have two cable. I've even sent a photo of the yellow cable.\n\nI have two of them, and they were both working perfectly when I installed the router. So there is no issue with the cable, the yellow cables. Yes. Uh-huh. They're both yellow.\n\nBecause I was told to try another cable. So when I came to this house, there was one yellow cable. So I think the person who lived here left his yellow cable. And that time, I didn't have a router. I didn't have anything.\n\nSo you guys sent the router with the yellow cable. So when I was installing the router with your instructions, I tried and I I I tested both cables on the router to see if they're both effective, and they both worked perfectly. So I have one extra cable, but I've been using the one that you guys sent with the router. But after I used that one, I tried the the spare one that I have to see if it's effective, if if it's working, and it was working perfectly. So my point is I have two cables that have been working perfectly, and there hasn't been used...\n\nThere hasn't been any issues with the cable. So I don't think the issue is the cable. It's either the router or maybe the black box, but I'm not sure where the problem is, but it's not the cable. Because I was even requested by you guys to try another cable, which I had an extra one and I used it and it wasn't still working. And before, it was working perfectly.\n\nYeah. And you need also to follow-up with the invoice people call. They also need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday. Tomorrow will be the ninth day. So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days.\n\nIt's not fair. But why are you guys making me? You guys want me to pay for this month Internet. Yeah? And I I have...\n\nI don't even have Internet. So maybe I should pay the waiver one after my Internet starts working. Because why should I be paying and I still don't have Internet? So the payment should be paused from you guys until my Internet starts working, and then it will be fair for me to pay that time. Even if it's now the full amount, even the waiver amount, I'm okay to pay that.\n\nBut it's not fair on me to pay for this month and still go another twenty days, ten days without Internet. It's not fair. Okay. Okay. Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind.\n\nYes. I'll I'll put that to it. Okay. Thank you so much for your time. Okay.\n\nBye. Okay.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":2.6399999,"end":4.16,"sentiment":"positive","sentiment_score":0.41493828892707824},{"text":"My name is...","start":4.16,"end":5.22,"sentiment":"neutral","sentiment_score":0.18838718036810556},{"text":"May I have it?","start":5.2799997,"end":6.18,"sentiment":"neutral","sentiment_score":0.11127070523798466},{"text":"Oh, you're speaking to.","start":6.64,"end":8.1,"sentiment":"neutral","sentiment_score":0.003988169220974669},{"text":"I've sent you photos of my router, the cables, and the 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having eight days with no Internet.","start":106.08501,"end":114.81,"sentiment":"negative","sentiment_score":-0.4634894767533178}],"sentiment":"negative","sentiment_score":-0.3671487780908744,"num_words":78,"start":82.69,"end":114.81},{"sentences":[{"text":"It's not fair.","start":115.909996,"end":116.89,"sentiment":"neutral","sentiment_score":-0.15413081645965576},{"text":"Okay.","start":138.39,"end":138.89,"sentiment":"neutral","sentiment_score":-0.04069647938013077},{"text":"They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can start...","start":138.95,"end":148.07,"sentiment":"neutral","sentiment_score":-0.29161044644812745},{"text":"They can directly debit the money anytime.","start":148.07,"end":152.985,"sentiment":"neutral","sentiment_score":-0.12620304258806364},{"text":"So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my 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month.","start":180.48,"end":191.925,"sentiment":"neutral","sentiment_score":-0.08240408955940179}],"sentiment":"neutral","sentiment_score":-0.18180862924939878,"num_words":37,"start":163.92499,"end":191.925},{"sentences":[{"text":"So there is no specific day as long as by fifteenth.","start":191.925,"end":197.55,"sentiment":"neutral","sentiment_score":-0.06099550578404556},{"text":"As...","start":197.77,"end":198.27,"sentiment":"neutral","sentiment_score":-0.01604737713932991},{"text":"They can deduct the money anytime between the first of every month until the fifteenth.","start":198.41,"end":205.55,"sentiment":"neutral","sentiment_score":-0.014513366110622882},{"text":"So they can deduct the money anytime.","start":206.41,"end":209.525,"sentiment":"neutral","sentiment_score":-0.00034681787448269933},{"text":"So at least by the sixteenth of every month, the money should have been paid.","start":210.94499,"end":216.08499,"sentiment":"neutral","sentiment_score":-0.0003336253265539805}],"sentiment":"neutral","sentiment_score":-0.018614908927405367,"num_words":49,"start":191.925,"end":216.08499},{"sentences":[{"text":"And, usually, once they send the invoice, that means just get ready.","start":221.01999,"end":227.2,"sentiment":"neutral","sentiment_score":0.034786975321670376},{"text":"The money can be deducted anytime after the invoice has been sent.","start":227.5,"end":233.595,"sentiment":"neutral","sentiment_score":-0.0027860645204782486},{"text":"So it can be deducted tomorrow.","start":233.595,"end":235.535,"sentiment":"neutral","sentiment_score":-0.04368175007402897},{"text":"It can be deducted today, which is not fair.","start":235.595,"end":240.255,"sentiment":"neutral","sentiment_score":-0.31472061905595994},{"text":"Okay.","start":269.535,"end":270.035,"sentiment":"neutral","sentiment_score":0.04657946899533272}],"sentiment":"neutral","sentiment_score":-0.06659964183345438,"num_words":40,"start":221.01999,"end":270.035},{"sentences":[{"text":"Yeah.","start":279.14,"end":279.54,"sentiment":"neutral","sentiment_score":0.0802401527762413},{"text":"I have two, actually, because I...","start":279.54,"end":281.86,"sentiment":"neutral","sentiment_score":0.06058745024104913},{"text":"The person who lived here left one.","start":281.86,"end":285.48,"sentiment":"neutral","sentiment_score":0.07022555757846151},{"text":"So I have two cable.","start":287.215,"end":288.655,"sentiment":"neutral","sentiment_score":0.12626006156206132},{"text":"I've even sent a photo of the yellow cable.","start":288.655,"end":291.775,"sentiment":"neutral","sentiment_score":0.192313514649868}],"sentiment":"neutral","sentiment_score":0.1177666320332459,"num_words":28,"start":279.14,"end":291.775},{"sentences":[{"text":"I have two of them, and they were both working perfectly when I installed the router.","start":291.775,"end":301.07,"sentiment":"positive","sentiment_score":0.3649462154135108},{"text":"So there is no issue with the cable, the yellow cables.","start":301.13,"end":305.15,"sentiment":"neutral","sentiment_score":0.13197469067844478},{"text":"Yes.","start":316.58502,"end":317.08502,"sentiment":"neutral","sentiment_score":0.037936560809612274},{"text":"Uh-huh.","start":323.785,"end":324.285,"sentiment":"neutral","sentiment_score":0.00008278675522888079},{"text":"They're both yellow.","start":332.19,"end":333.41,"sentiment":"neutral","sentiment_score":-0.0063518681563436985}],"sentiment":"neutral","sentiment_score":0.22843202459921486,"num_words":32,"start":291.775,"end":333.41},{"sentences":[{"text":"Because I was told to try another cable.","start":341.405,"end":344.38498,"sentiment":"neutral","sentiment_score":-0.10007446818053722},{"text":"So when I came to this house, there was one yellow cable.","start":345.16498,"end":352.125,"sentiment":"neutral","sentiment_score":-0.07738932128995657},{"text":"So I think the person who lived here left his yellow cable.","start":352.125,"end":356.58,"sentiment":"neutral","sentiment_score":-0.08338164103527863},{"text":"And that time, I didn't have a router.","start":357.28,"end":359.59998,"sentiment":"neutral","sentiment_score":-0.15699707344174385},{"text":"I didn't have anything.","start":359.59998,"end":360.97998,"sentiment":"neutral","sentiment_score":-0.17581889033317566}],"sentiment":"neutral","sentiment_score":-0.10657044186849486,"num_words":44,"start":341.405,"end":360.97998},{"sentences":[{"text":"So you guys sent the router with the yellow cable.","start":361.03998,"end":365.94,"sentiment":"neutral","sentiment_score":-0.021729252114892007},{"text":"So when I was installing the router with your instructions, I tried and I I I tested both cables on the router to see if they're both effective, and they both worked perfectly.","start":366.24,"end":383.235,"sentiment":"neutral","sentiment_score":0.2589517919854684},{"text":"So I have one extra cable, but I've been using the one that you guys sent with the router.","start":384.64,"end":392.18002,"sentiment":"neutral","sentiment_score":0.18111759659491086},{"text":"But after I used that one, I tried the the spare one that I have to see if it's effective, if if it's working, and it was working perfectly.","start":393.76,"end":407.025,"sentiment":"neutral","sentiment_score":0.23375023644545984},{"text":"So my point is I have two cables that have been working perfectly, and there hasn't been used...","start":409.085,"end":417.03,"sentiment":"neutral","sentiment_score":0.24869182084997496}],"sentiment":"neutral","sentiment_score":0.21123450075130945,"num_words":109,"start":361.03998,"end":417.03},{"sentences":[{"text":"There hasn't been any issues with the cable.","start":417.33,"end":420.06998,"sentiment":"neutral","sentiment_score":-0.15719578694552183},{"text":"So I don't think the issue is the cable.","start":420.12997,"end":422.69,"sentiment":"neutral","sentiment_score":-0.1630556583404541},{"text":"It's either the router or maybe the black box, but I'm not sure where the problem is, but it's not the cable.","start":422.69,"end":432.20502,"sentiment":"neutral","sentiment_score":-0.1633961210873994},{"text":"Because I was even requested by you guys to try another cable, which I had an extra one and I used it and it wasn't still working.","start":432.345,"end":441.44,"sentiment":"neutral","sentiment_score":-0.09501798726894238},{"text":"And before, it was working perfectly.","start":441.44,"end":443.62003,"sentiment":"neutral","sentiment_score":0.08359334369500478}],"sentiment":"neutral","sentiment_score":-0.116440381647812,"num_words":72,"start":417.33,"end":443.62003},{"sentences":[{"text":"Yeah.","start":446.72,"end":447.22,"sentiment":"neutral","sentiment_score":0.17904701828956604},{"text":"And you need also to follow-up with the invoice people call.","start":460.04498,"end":464.785,"sentiment":"neutral","sentiment_score":0.058010318062522194},{"text":"They also need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday.","start":465.405,"end":475.66,"sentiment":"neutral","sentiment_score":-0.22162407208234072},{"text":"Tomorrow will be the ninth day.","start":475.66,"end":477.84,"sentiment":"neutral","sentiment_score":-0.22958121448755264},{"text":"So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days.","start":478.7,"end":485.635,"sentiment":"negative","sentiment_score":-0.5025055542588234}],"sentiment":"neutral","sentiment_score":-0.25936067753053943,"num_words":58,"start":446.72,"end":485.635},{"sentences":[{"text":"It's not fair.","start":485.635,"end":486.77502,"sentiment":"neutral","sentiment_score":-0.14059478292862573},{"text":"But why are you guys making me?","start":498.31,"end":500.81,"sentiment":"neutral","sentiment_score":-0.10319433893476214},{"text":"You guys want me to pay for this month Internet.","start":501.35,"end":505.21,"sentiment":"neutral","sentiment_score":-0.29134151339530945},{"text":"Yeah?","start":505.59,"end":506.09,"sentiment":"neutral","sentiment_score":-0.13650959730148315},{"text":"And I I have...","start":507.50998,"end":508.87,"sentiment":"neutral","sentiment_score":-0.21809947863221169}],"sentiment":"neutral","sentiment_score":-0.20265869468450545,"num_words":25,"start":485.635,"end":508.87},{"sentences":[{"text":"I don't even have Internet.","start":508.87,"end":510.65,"sentiment":"neutral","sentiment_score":-0.2727260321378708},{"text":"So maybe I should pay the waiver one after my Internet starts working.","start":510.87,"end":518.08496,"sentiment":"neutral","sentiment_score":-0.18397806814083686},{"text":"Because why should I be paying and I still don't have Internet?","start":519.185,"end":523.045,"sentiment":"neutral","sentiment_score":-0.17762685070435205},{"text":"So the payment should be paused from you guys until my Internet starts working, and then it will be fair for me to pay that time.","start":523.105,"end":534.78,"sentiment":"neutral","sentiment_score":-0.06778455855181584},{"text":"Even if it's now the full amount, even the waiver amount, I'm okay to pay that.","start":534.78,"end":540.155,"sentiment":"neutral","sentiment_score":-0.03744687541620806}],"sentiment":"neutral","sentiment_score":-0.11456133033304165,"num_words":72,"start":508.87,"end":540.155},{"sentences":[{"text":"But it's not fair on me to pay for this month and still go another twenty days, ten days without Internet.","start":540.155,"end":548.335,"sentiment":"negative","sentiment_score":-0.4828599081152961},{"text":"It's not fair.","start":549.03503,"end":550.17505,"sentiment":"neutral","sentiment_score":-0.3216221233208974},{"text":"Okay.","start":570.16504,"end":570.66504,"sentiment":"neutral","sentiment_score":0.10644909739494324},{"text":"Okay.","start":581.82,"end":582.06,"sentiment":"neutral","sentiment_score":0.14183157682418823},{"text":"Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind.","start":582.06,"end":597.80505,"sentiment":"neutral","sentiment_score":0.16089339351112192}],"sentiment":"neutral","sentiment_score":-0.0940196911914874,"num_words":59,"start":540.155,"end":597.80505},{"sentences":[{"text":"Yes.","start":598.905,"end":599.22504,"sentiment":"neutral","sentiment_score":0.13461393117904663},{"text":"I'll I'll put that to it.","start":599.22504,"end":601.325,"sentiment":"neutral","sentiment_score":0.14817894995212555},{"text":"Okay.","start":601.465,"end":601.86505,"sentiment":"neutral","sentiment_score":0.22823844850063324},{"text":"Thank you so much for your time.","start":601.86505,"end":604.125,"sentiment":"positive","sentiment_score":0.5561859948294503},{"text":"Okay.","start":607.233,"end":607.63293,"sentiment":"neutral","sentiment_score":0.12096560001373292}],"sentiment":"neutral","sentiment_score":0.3291371027007699,"num_words":16,"start":598.905,"end":607.63293},{"sentences":[{"text":"Bye.","start":607.63293,"end":608.13293,"sentiment":"neutral","sentiment_score":0.15342512726783752},{"text":"Okay.","start":611.71295,"end":612.21295,"sentiment":"neutral","sentiment_score":-0.09701406210660934}],"sentiment":"neutral","sentiment_score":0.02820553258061409,"num_words":2,"start":607.63293,"end":612.21295}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for\n\nChannel 1: Thank\n\nChannel 0: calling\n\nChannel 1: you for\n\nChannel 0: Airtel.\n\nChannel 1: calling\n\nChannel 0: My name\n\nChannel 1: Airtel.\n\nChannel 0: is Mary.\n\nChannel 1: My name\n\nChannel 0: May I\n\nChannel 1: is...\n\nChannel 0: have your name, please?\n\nChannel 1: May I have it? Oh, you're speaking to. I've sent you photos of my router, the cables,\n\nChannel 0: Hi. Yeah. Hi,\n\nChannel 1: and\n\nChannel 0: Sophie.\n\nChannel 1: the ONT.\n\nChannel 0: Yeah. I've... Thank you so much for reaching to us. I've already forwarded your router images and photos to our technical support team, and she'll get in touch with you further regarding with your Internet. And I really do apologize if you're still not yet connected.\n\nIf I may\n\nChannel 1: Okay.\n\nChannel 0: ask if you have confirmed to our technical support team if the light is flashing green,\n\nChannel 1: No. It's not flashing green.\n\nChannel 0: and it was already communicated with our technical support team. Correct?\n\nChannel 1: Yeah. It's just it's just red.\n\nChannel 0: Okay. Yeah. Sure. I've already informed our technical support team and forwarded the router. I mean, the email that you sent to me as well regarding with the indicator light.\n\nThank you so much. So for this one, please expect our call for our technical support\n\nChannel 1: Okay. And the other issue I have is I was told that the Internet\n\nChannel 0: team.\n\nChannel 1: invoice, the price will be waived because now it's eight days without Internet, and it's not my fault. And I just received the invoice, and I'm expected\n\nChannel 0: Mhmm.\n\nChannel 1: to pay the full amount. And now it's the eighth day with no Internet. So I don't think it's fair for me to be expected to pay the full amount and having eight days with no Internet.\n\nChannel 0: Yeah.\n\nChannel 1: It's not\n\nChannel 0: No\n\nChannel 1: fair.\n\nChannel 0: worries. No worries. I know. I understand. I really am a customer myself, and I really do know where you're coming from.\n\nFor the meantime, please hold with your current invoice that you're seeing. We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright?\n\nChannel 1: Okay. They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can\n\nChannel 0: Mhmm.\n\nChannel 1: start... They can directly debit the money anytime. So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my account. Yeah. Because it's not fair.\n\nChannel 0: Can you tell me the... Your payday so that I can note that on your account?\n\nChannel 1: There is no payday. They just usually say I need to pay before the fifteenth of every month. So they can take the money anytime between first and fifteenth of every month. So there is no specific day as\n\nChannel 0: So\n\nChannel 1: long\n\nChannel 0: before\n\nChannel 1: as\n\nChannel 0: '15?\n\nChannel 1: by fifteenth. As... They can deduct the money anytime between the first of every month until the fifteenth. So they can\n\nChannel 0: Oh.\n\nChannel 1: deduct the money anytime. So at least by the sixteenth of every month, the money should have been paid.\n\nChannel 0: Okay. One moment, please.\n\nChannel 1: And, usually, once they send the invoice, that means just get ready. The money can be deducted anytime after the invoice has been sent. So it can be deducted tomorrow. It can be deducted today, which is not fair.\n\nChannel 0: I really understand. No worries. We'll make sure that... We'll also take into current... Consideration about it.\n\nSophie, I've already communicated with our technical support team, and, she's already communicating with the, network. And if we receive an update from the network, That's a dump that will also let you know again. Alright? And we'll give you update.\n\nChannel 1: Okay.\n\nChannel 0: Have you tried using a different Ethernet cable?\n\nChannel 1: Yeah. I have two, actually, because I... The person who lived here left one. So I have two cable. I've even sent a photo of the yellow cable.\n\nI have two of them, and they were both working perfectly when I\n\nChannel 0: So...\n\nChannel 1: installed the router. So there is no\n\nChannel 0: Mhmm.\n\nChannel 1: issue with the cable, the yellow cables.\n\nChannel 0: So you have two cables that you have already tried with your router and the NTD. Correct?\n\nChannel 1: Yes.\n\nChannel 0: So you have tried already two cables?\n\nChannel 1: Uh-huh.\n\nChannel 0: Yellow color and... What's the color of the other cable?\n\nChannel 1: They're both yellow.\n\nChannel 0: How many cable or how many Ethernet cables have you tried with your router?\n\nChannel 1: Because I was told to try another cable. So when I came to this house, there was one yellow cable. So I think the person who lived here left his yellow cable. And that time, I didn't have a router. I didn't have anything.\n\nSo you guys sent the router with the yellow cable. So when I was installing the router with your instructions, I tried and I I I tested both cables on the router to see if they're both effective, and they both worked perfectly. So I have one extra cable, but I've been using the one that you guys sent with the router. But after I used that one, I tried the the spare one that I have to see if it's effective, if if it's working, and it was working perfectly. So my point is I have two cables that have been working perfectly, and there hasn't been used...\n\nThere hasn't been any issues with the cable. So I don't think\n\nChannel 0: Mhmm.\n\nChannel 1: the issue is the cable. It's\n\nChannel 0: The\n\nChannel 1: either\n\nChannel 0: cable.\n\nChannel 1: the router or maybe the black box, but I'm not sure where the problem is, but it's not the cable. Because I was even requested by you guys to try\n\nChannel 0: Mhmm.\n\nChannel 1: another cable, which I had an extra one and I used it and it wasn't still working. And before, it was working perfectly.\n\nChannel 0: Mhmm. No worries.\n\nChannel 1: Yeah.\n\nChannel 0: I forwarded everything to our technical support team and also follow-up with the ticket with the Supa network so that they can check this on their back end.\n\nChannel 1: And you need also to follow-up with the\n\nChannel 0: Okay?\n\nChannel 1: invoice people\n\nChannel 0: Invoice.\n\nChannel 1: call. They also\n\nChannel 0: Yeah.\n\nChannel 1: need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday. Tomorrow will be the ninth day. So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days.\n\nChannel 0: Yeah.\n\nChannel 1: It's\n\nChannel 0: I will\n\nChannel 1: not\n\nChannel 0: modify\n\nChannel 1: fair.\n\nChannel 0: this today so that you can... So once the payment has been that has been processed, it will be deducted with the the compensated amount. Alright?\n\nChannel 1: But why are\n\nChannel 0: So\n\nChannel 1: you guys\n\nChannel 0: today is\n\nChannel 1: making\n\nChannel 0: eight days.\n\nChannel 1: me? You guys want me to pay for this month Internet. Yeah? And I I have... I don't even have Internet.\n\nSo maybe I should pay the waiver one after my Internet starts working.\n\nChannel 0: Yeah. It's\n\nChannel 1: Because\n\nChannel 0: fine.\n\nChannel 1: why should\n\nChannel 0: Your...\n\nChannel 1: I be paying and I still don't have Internet? So the payment should be paused from you\n\nChannel 0: Okay.\n\nChannel 1: guys until my Internet starts working, and then it will be fair for me to pay that time.\n\nChannel 0: Yes.\n\nChannel 1: Even if it's now the full amount, even the waiver amount, I'm okay to pay that. But it's not fair on me to pay for this month and still go another twenty days, ten days without Internet. It's not\n\nChannel 0: Mhmm.\n\nChannel 1: fair.\n\nChannel 0: No worries. Yeah. I know. I really understand where you're coming from. I know how important Internet is, of course, that you're also working and also when you stay at home.\n\nNo worries. Compensation will be provided to you, and we'll also hold the payment until your Internet is working. Okay? That's a sure\n\nChannel 1: Okay.\n\nChannel 0: that we're making everything here to make sure that your Internet is connected. Okay?\n\nChannel 1: Okay. Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind.\n\nChannel 0: Yes. I'll\n\nChannel 1: Yes.\n\nChannel 0: also\n\nChannel 1: I'll\n\nChannel 0: send\n\nChannel 1: I'll put\n\nChannel 0: you\n\nChannel 1: that\n\nChannel 0: an\n\nChannel 1: to\n\nChannel 0: email.\n\nChannel 1: it. Okay. Thank you so much for your time.\n\nChannel 0: Yes. Yes. I will.\n\nChannel 1: Okay. Bye.\n\nChannel 0: Yeah. Yeah. No worries. Thank you so much.\n\nChannel 1: Okay.","paragraphs":[{"sentences":[{"text":"Thank you for","start":2.08,"end":2.6399999,"sentiment":"positive","sentiment_score":0.5057829717795054}],"sentiment":"positive","sentiment_score":0.5057829717795054,"channel":0,"num_words":3,"start":2.08,"end":2.6399999},{"sentences":[{"text":"Thank","start":2.6399999,"end":2.8,"sentiment":"positive","sentiment_score":0.44015106558799744}],"sentiment":"positive","sentiment_score":0.44015106558799744,"channel":1,"num_words":1,"start":2.6399999,"end":2.8},{"sentences":[{"text":"calling","start":2.6399999,"end":3.04,"sentiment":"positive","sentiment_score":0.5561359524726868}],"sentiment":"positive","sentiment_score":0.5561359524726868,"channel":0,"num_words":1,"start":2.6399999,"end":3.04},{"sentences":[{"text":"you for","start":2.8,"end":3.1999998,"sentiment":"positive","sentiment_score":0.41037940979003906}],"sentiment":"positive","sentiment_score":0.41037940979003906,"channel":1,"num_words":2,"start":2.8,"end":3.1999998},{"sentences":[{"text":"Airtel.","start":3.04,"end":3.36,"sentiment":"positive","sentiment_score":0.5928527116775513}],"sentiment":"positive","sentiment_score":0.5928527116775513,"channel":0,"num_words":1,"start":3.04,"end":3.36},{"sentences":[{"text":"calling","start":3.1999998,"end":3.6799998,"sentiment":"positive","sentiment_score":0.4455958306789398}],"sentiment":"positive","sentiment_score":0.4455958306789398,"channel":1,"num_words":1,"start":3.1999998,"end":3.6799998},{"sentences":[{"text":"My name","start":3.36,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.315171480178833}],"sentiment":"neutral","sentiment_score":0.315171480178833,"channel":0,"num_words":2,"start":3.36,"end":3.6799998},{"sentences":[{"text":"Airtel.","start":3.6799998,"end":4.16,"sentiment":"positive","sentiment_score":0.36818572878837585}],"sentiment":"positive","sentiment_score":0.36818572878837585,"channel":1,"num_words":1,"start":3.6799998,"end":4.16},{"sentences":[{"text":"is Mary.","start":3.6799998,"end":4.34,"sentiment":"neutral","sentiment_score":0.3217216581106186}],"sentiment":"neutral","sentiment_score":0.3217216581106186,"channel":0,"num_words":2,"start":3.6799998,"end":4.34},{"sentences":[{"text":"My name","start":4.16,"end":4.72,"sentiment":"neutral","sentiment_score":0.1743277832865715}],"sentiment":"neutral","sentiment_score":0.1743277832865715,"channel":1,"num_words":2,"start":4.16,"end":4.72},{"sentences":[{"text":"May I","start":4.4,"end":4.72,"sentiment":"neutral","sentiment_score":0.20148512721061707}],"sentiment":"neutral","sentiment_score":0.20148512721061707,"channel":0,"num_words":2,"start":4.4,"end":4.72},{"sentences":[{"text":"is...","start":4.72,"end":5.22,"sentiment":"neutral","sentiment_score":0.2165059745311737}],"sentiment":"neutral","sentiment_score":0.2165059745311737,"channel":1,"num_words":1,"start":4.72,"end":5.22},{"sentences":[{"text":"have your name, please?","start":4.72,"end":5.7,"sentiment":"neutral","sentiment_score":0.185745507478714}],"sentiment":"neutral","sentiment_score":0.185745507478714,"channel":0,"num_words":4,"start":4.72,"end":5.7},{"sentences":[{"text":"May I have it?","start":5.2799997,"end":6.18,"sentiment":"neutral","sentiment_score":0.11127070523798466},{"text":"Oh, you're speaking to.","start":6.64,"end":8.1,"sentiment":"neutral","sentiment_score":0.003988169220974669},{"text":"I've sent you photos of my router, the 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The agent apologizes and promises to investigate and provide compensation. The customer has tried two cables and one is working perfectly, but the other cable is not working. The agent advises the customer to follow up with the technical support team and Okay people to see if they can waive the invoice. The customer agrees to pay and the agent promises to send an email with payment details."},"intents":{"segments":[{"text":"Thank you for calling Thank you Airtel. for calling My name is Airtel. Mary. My name May I have is... your name, please? May I have it? Oh, you're speaking to. I've sent you photos of my router, the cables, Hi. Yeah. Hi, and Sophie. the ONT. Yeah. I've... Thank you so much for reaching to us.","start_word":1,"end_word":57,"intents":[{"intent":"Express gratitude","confidence_score":0.010759922}]},{"text":"If I may Okay. ask if you have confirmed to our technical support team if the light is flashing green, No. It's not flashing green. and it was already communicated with our technical support team. Correct? Yeah.","start_word":93,"end_word":129,"intents":[{"intent":"Confirm connection","confidence_score":0.027262911}]},{"text":"ask if you have confirmed to our technical support team if the light is flashing green, No.","start_word":97,"end_word":113,"intents":[{"intent":"Confirm light color","confidence_score":0.0030427773}]},{"text":"It's not No fair. worries. No worries.","start_word":262,"end_word":268,"intents":[{"intent":"Express dissatisfaction","confidence_score":0.005934268}]},{"text":"For the meantime, please hold with your current invoice that you're seeing. We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright? Okay.","start_word":288,"end_word":319,"intents":[{"intent":"Request payment modification","confidence_score":0.011015039}]},{"text":"We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright? Okay.","start_word":300,"end_word":319,"intents":[{"intent":"Request compensation for internet connection","confidence_score":0.009464603}]},{"text":"They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can Mhmm. start... They can directly debit the money anytime. So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my account. Yeah.","start_word":321,"end_word":378,"intents":[{"intent":"Explain payment methods","confidence_score":0.003927055}]},{"text":"So you have two cables that you have already tried with your router and the NTD. Correct? Yes.","start_word":651,"end_word":668,"intents":[{"intent":"Fix router cables","confidence_score":0.052559216}]},{"text":"need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday.","start_word":981,"end_word":998,"intents":[{"intent":"Waive invoice","confidence_score":0.44013068}]},{"text":"need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday. Tomorrow will be the ninth day. So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days. Yeah.","start_word":981,"end_word":1025,"intents":[{"intent":"Pay waiver amount","confidence_score":0.14194386},{"intent":"Pay internet usage","confidence_score":0.007291277}]},{"text":"that we're making everything here to make sure that your Internet is connected. Okay?","start_word":1242,"end_word":1255,"intents":[{"intent":"Monitor internet connection","confidence_score":0.0037533322}]},{"text":"Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind. Yes.","start_word":1257,"end_word":1290,"intents":[{"intent":"Send communication via email","confidence_score":0.066666566}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Thank you Airtel. for calling My name is Airtel.","start_word":0,"end_word":12,"sentiment":"positive","sentiment_score":0.4493601620197296},{"text":"Mary. My name May I have is... your name, please? May I have it? Oh, you're speaking to. I've sent you photos of my router, the cables, Hi. Yeah. Hi, and Sophie. the ONT. Yeah. I've... Thank you so much for reaching to us. I've already forwarded your router images and photos to our technical support team, and she'll get in touch with you further regarding with your Internet. And I really do apologize if you're still not yet connected. If I may Okay. ask if you have confirmed to our technical support team if the light is flashing green, No. It's not flashing green. and it was already communicated with our technical support team. Correct? Yeah. It's just it's just red. Okay. Yeah. Sure. I've already informed our technical support team and forwarded the router. I mean, the email that you sent to me as well regarding with the indicator light.","start_word":13,"end_word":164,"sentiment":"neutral","sentiment_score":0.03631244972348213},{"text":"Thank you so much.","start_word":165,"end_word":168,"sentiment":"positive","sentiment_score":0.35909417271614075},{"text":"So for this one, please expect our call for our technical support Okay. And the other issue I have is I was told that the Internet team.","start_word":169,"end_word":195,"sentiment":"neutral","sentiment_score":-0.1019202396273613},{"text":"invoice, the price will be waived because now it's eight days without Internet, and it's not my fault.","start_word":196,"end_word":213,"sentiment":"negative","sentiment_score":-0.35241296887397766},{"text":"And I just received the invoice, and I'm expected Mhmm.","start_word":214,"end_word":223,"sentiment":"neutral","sentiment_score":-0.31261104345321655},{"text":"to pay the full amount. And now it's the eighth day with no Internet. So I don't think it's fair for me to be expected to pay the full amount and having eight days with no Internet.","start_word":224,"end_word":260,"sentiment":"negative","sentiment_score":-0.4354373216629028},{"text":"Yeah. It's not No fair. worries. No worries. I know. I understand. I really am a customer myself, and I really do know where you're coming from. For the meantime, please hold with your current invoice that you're seeing. We'll modify that and provide you a compensation with those days that you don't have an Internet connection. Alright? Okay. They need to do it before the pay date because they said I need to pay it before the fifteenth, and they can Mhmm. start... They can directly debit the money anytime. So just ensure that a new invoice has been said, that has been waived, and then now they can take the money from my account. Yeah.","start_word":261,"end_word":377,"sentiment":"neutral","sentiment_score":-0.16379403380247262},{"text":"Because it's not fair.","start_word":378,"end_word":381,"sentiment":"negative","sentiment_score":-0.5960632562637329},{"text":"Can you tell me the... Your payday so that I can note that on your account? There is no payday. They just usually say I need to pay before the fifteenth of every month. So they can take the money anytime between first and fifteenth of every month. So there is no specific day as So long before as '15? by fifteenth. As... They can deduct the money anytime between the first of every month until the fifteenth. So they can Oh. deduct the money anytime. So at least by the sixteenth of every month, the money should have been paid. Okay. One moment, please. And, usually, once they send the invoice, that means just get ready. The money can be deducted anytime after the invoice has been sent. So it can be deducted tomorrow. It can be deducted today, which is not fair. I really understand. No worries. We'll make sure that... We'll also take into current... Consideration about it. Sophie, I've already communicated with our technical support team, and, she's already communicating with the, network. And if we receive an update from the network, That's a dump that will also let you know again. Alright? And we'll give you update. Okay. Have you tried using a different Ethernet cable? Yeah. I have two, actually, because I... The person who lived here left one. So I have two cable. I've even sent a photo of the yellow cable.","start_word":382,"end_word":620,"sentiment":"neutral","sentiment_score":-0.014031008817255495},{"text":"I have two of them, and they were both working perfectly when I So... installed the router.","start_word":621,"end_word":637,"sentiment":"positive","sentiment_score":0.3501946032047272},{"text":"So there is no Mhmm. issue with the cable, the yellow cables. So you have two cables that you have already tried with your router and the NTD. Correct? Yes. So you have tried already two cables? Uh-huh. Yellow color and... What's the color of the other cable? They're both yellow. How many cable or how many Ethernet cables have you tried with your router? Because I was told to try another cable. So when I came to this house, there was one yellow cable. So I think the person who lived here left his yellow cable. And that time, I didn't have a router. I didn't have anything. So you guys sent the router with the yellow cable. So when I was installing the router with your instructions, I tried and I I I tested both cables on the router to see if they're both effective, and they both worked perfectly. So I have one extra cable, but I've been using the one that you guys sent with the router. But after I used that one, I tried the the spare one that I have to see if it's effective, if if it's working, and it was working perfectly. So my point is I have two cables that have been working perfectly, and there hasn't been used... There hasn't been any issues with the cable. So I don't think Mhmm. the issue is the cable. It's The either cable. the router or maybe the black box, but I'm not sure where the problem is, but it's not the cable. Because I was even requested by you guys to try Mhmm. another cable, which I had an extra one and I used it and it wasn't still working. And before, it was working perfectly. Mhmm. No worries. Yeah. I forwarded everything to our technical support team and also follow-up with the ticket with the Supa network so that they can check this on their back end. And you need also to follow-up with the Okay? invoice people Invoice. call. They also Yeah. need to waive my invoice because I haven't had Internet now for eight days since last week, Thursday. Tomorrow will be the ninth day.","start_word":638,"end_word":1003,"sentiment":"neutral","sentiment_score":0.02731955753730946},{"text":"So it's not fair to pay the whole amount if I haven't had Internet for, like, more than five days.","start_word":1004,"end_word":1023,"sentiment":"negative","sentiment_score":-0.48737967014312744},{"text":"Yeah. It's I will not modify fair. this today so that you can... So once the payment has been that has been processed, it will be deducted with the the compensated amount. Alright? But why are So you guys today is making eight days. me? You guys want me to pay for this month Internet. Yeah? And I I have... I don't even have Internet. So maybe I should pay the waiver one after my Internet starts working. Yeah. It's Because fine. why should Your... I be paying and I still don't have Internet? So the payment should be paused from you Okay. guys until my Internet starts working, and then it will be fair for me to pay that time. Yes. Even if it's now the full amount, even the waiver amount, I'm okay to pay that.","start_word":1024,"end_word":1161,"sentiment":"neutral","sentiment_score":-0.10368312150239944},{"text":"But it's not fair on me to pay for this month and still go another twenty days, ten days without Internet. It's not Mhmm.","start_word":1162,"end_word":1185,"sentiment":"negative","sentiment_score":-0.4437926411628723},{"text":"fair. No worries. Yeah. I know. I really understand where you're coming from. I know how important Internet is, of course, that you're also working and also when you stay at home. No worries. Compensation will be provided to you, and we'll also hold the payment until your Internet is working. Okay? That's a sure Okay. that we're making everything here to make sure that your Internet is connected. Okay? Okay. Can this be sent at least by today so that there is no surprises and send via email the communication regarding the hold of the payment and the waiver, if you don't mind. Yes. I'll Yes. also I'll send I'll put you that an to email. it. Okay.","start_word":1186,"end_word":1304,"sentiment":"neutral","sentiment_score":0.09698238223791122},{"text":"Thank you so much for your time.","start_word":1305,"end_word":1311,"sentiment":"positive","sentiment_score":0.5950851440429688},{"text":"Yes. Yes. I will. Okay. Bye. Yeah. Yeah.","start_word":1312,"end_word":1319,"sentiment":"neutral","sentiment_score":0.18323883414268496},{"text":"No worries. Thank you so much. Okay.","start_word":1320,"end_word":1326,"sentiment":"positive","sentiment_score":0.5706477165222168}],"average":{"sentiment":"neutral","sentiment_score":-0.02933318963211574}}}}