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Let me just track your account. May I know your full name, please? Okay. Linda Hakum. Okay. Hang on. Is it okay if I put you on hold? Let me just review your account. Okay. Hang on. Hello, Linda? Hello? Yes. Hello, Linda? Yes. Hello. Thank you for waiting. So is it okay if I give you a callback to explain regarding your speed issue? Because as of the moment, we're facing issue about the GEO IP location mismatches. So that might be affecting your speed performance, but we're not sure about that yet. So we'll coordinate your concern with the back end team to confirm. Yeah. Actually, there is an issue about the GEO IP location, but we're working on it right now. And we should be expect we're expecting it to be resolved within this day. Yeah. Yeah. Actually, this is for everyone, a super network customer. May I know also since when did you experience this? Mhmm. Yep. Yeah. I understand. So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because, I think, you should be getting 500 mbps because after mhmm. Yeah. So that's quite low for the expected speed that is recorded on our end. Yeah. So I think this is connected with the KOIP location issue. And about mhmm. And about that issue, actually, we're facing it since this March started. Yeah. And we did not expect it yeah. We because we did not expect the issue to be experienced for a long period of time because we did an upgrade, and there's some issue after. Mhmm. Yeah. We understand your frustration, but, actually, our we've informed our customer about this since March. We did send the notification regarding this via email, but we're not sending another updated email again because the issue is still not resolved. Still in progress. Yeah. Yeah. Actually. And we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account. Yeah. But if you want to cancel the service, just inform us, and we can cancel it ASAP. Then what just Actually, both ways will do either email or but it's it's best if you will give us a phone call. Actually, regarding I also do not want you to do an upgrade, especially now that we're facing an issue because that might be not work as well. Yeah. Actually, it's just us, Erdo. This is an issue from our engineering and back end team. Network has nothing to do with this. Yeah. Actually, your office hour is 9AM to 6PM. Yeah. Hello? Yes. Mhmm. Yeah. That's correct. Because we'll also see it on our end that the service is churn out. That means the customer has another a different provider. Mhmm. Yeah. Did you have yeah. You can use that router with other ISP. Yeah. I'm really sorry for the frustration and Yeah. We understand. Yeah. Take a note on that and inform our accounts department about our call today. Yeah. We thanks. Yeah. 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Good morning. This is Marie from Erto tech support. How can I assist you today? Mhmm.\n\nYes. I'm good. Thanks for asking. How are you? Mhmm.\n\nMhmm. Mhmm. Okay. Yeah. Let me just track your account.\n\nMay I know your full name, please? Okay. Linda Hakum. Okay. Hang on.\n\nIs it okay if I put you on hold? Let me just review your account. Okay. Hang on. Hello, Linda?\n\nHello? Yes. Hello, Linda? Yes. Hello.\n\nThank you for waiting. So is it okay if I give you a callback to explain regarding your speed issue? Because as of the moment, we're facing issue about the GEO IP location mismatches. So that might be affecting your speed performance, but we're not sure about that yet. So we'll coordinate your concern with the back end team to confirm.\n\nYeah. Actually, there is an issue about the GEO IP location, but we're working on it right now. And we should be expect we're expecting it to be resolved within this day. Yeah. Yeah.\n\nActually, this is for everyone, a super network customer. May I know also since when did you experience this? Mhmm. Yep. Yeah.\n\nI understand. So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because, I think, you should be getting 500 mbps because after mhmm. Yeah. So that's quite low for the expected speed that is recorded on our end. Yeah.\n\nSo I think this is connected with the KOIP location issue. And about mhmm. And about that issue, actually, we're facing it since this March started. Yeah. And we did not expect it yeah.\n\nWe because we did not expect the issue to be experienced for a long period of time because we did an upgrade, and there's some issue after. Mhmm. Yeah. We understand your frustration, but, actually, our we've informed our customer about this since March. We did send the notification regarding this via email, but we're not sending another updated email again because the issue is still not resolved.\n\nStill in progress. Yeah. Yeah. Actually. And we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account.\n\nYeah. But if you want to cancel the service, just inform us, and we can cancel it ASAP. Then what just Actually, both ways will do either email or but it's it's best if you will give us a phone call. Actually, regarding I also do not want you to do an upgrade, especially now that we're facing an issue because that might be not work as well. Yeah.\n\nActually, it's just us, Erdo. This is an issue from our engineering and back end team. Network has nothing to do with this. Yeah. Actually, your office hour is 9AM to 6PM.\n\nYeah. Hello? Yes. Mhmm. Yeah.\n\nThat's correct. Because we'll also see it on our end that the service is churn out. That means the customer has another a different provider. Mhmm. Yeah.\n\nDid you have yeah. You can use that router with other ISP. Yeah. I'm really sorry for the frustration and Yeah. We understand.\n\nYeah. Take a note on that and inform our accounts department about our call today. Yeah. We thanks. Yeah.\n\nThank you, and bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.1599998,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.11588110774755478},{"text":"Good morning.","start":2.6399999,"end":3.28,"sentiment":"neutral","sentiment_score":0.3202076256275177},{"text":"This is Marie from Erto tech support.","start":3.28,"end":5.7799997,"sentiment":"neutral","sentiment_score":0.29443298493112835},{"text":"How can I assist you today?","start":6.08,"end":7.54,"sentiment":"neutral","sentiment_score":0.27245157957077026},{"text":"Mhmm.","start":9.679999,"end":10.0,"sentiment":"neutral","sentiment_score":0.11616818606853484}],"sentiment":"neutral","sentiment_score":0.2687179362949203,"num_words":17,"start":2.1599998,"end":10.0},{"sentences":[{"text":"Yes.","start":10.0,"end":10.32,"sentiment":"neutral","sentiment_score":0.26439446210861206},{"text":"I'm good.","start":10.32,"end":10.719999,"sentiment":"positive","sentiment_score":0.47538191080093384},{"text":"Thanks for asking.","start":10.719999,"end":11.5199995,"sentiment":"positive","sentiment_score":0.596777081489563},{"text":"How are you?","start":11.5199995,"end":12.255,"sentiment":"neutral","sentiment_score":0.28557611505190533},{"text":"Mhmm.","start":30.16,"end":30.66,"sentiment":"neutral","sentiment_score":-0.20754790306091309}],"sentiment":"positive","sentiment_score":0.36546699702739716,"num_words":10,"start":10.0,"end":30.66},{"sentences":[{"text":"Mhmm.","start":41.754997,"end":42.254997,"sentiment":"neutral","sentiment_score":-0.29632461071014404},{"text":"Mhmm.","start":72.775,"end":73.275,"sentiment":"neutral","sentiment_score":-0.12904514372348783},{"text":"Okay.","start":76.775,"end":77.275,"sentiment":"neutral","sentiment_score":-0.05061950162053108},{"text":"Yeah.","start":79.895004,"end":80.395004,"sentiment":"neutral","sentiment_score":-0.030710699036717415},{"text":"Let me just track your account.","start":81.175,"end":83.015,"sentiment":"neutral","sentiment_score":-0.03020860068500042}],"sentiment":"neutral","sentiment_score":-0.0687951559200883,"num_words":10,"start":41.754997,"end":83.015},{"sentences":[{"text":"May I know your full name, please?","start":83.015,"end":84.33,"sentiment":"neutral","sentiment_score":0.006195324073944773},{"text":"Okay.","start":93.130005,"end":93.630005,"sentiment":"neutral","sentiment_score":0.014147019013762474},{"text":"Linda Hakum.","start":93.69,"end":94.67,"sentiment":"neutral","sentiment_score":0.009936772752553225},{"text":"Okay.","start":96.25,"end":96.490005,"sentiment":"neutral","sentiment_score":0.018628399819135662},{"text":"Hang on.","start":96.490005,"end":97.21,"sentiment":"neutral","sentiment_score":-0.0017863232642412186}],"sentiment":"neutral","sentiment_score":0.007111045102087351,"num_words":13,"start":83.015,"end":97.21},{"sentences":[{"text":"Is it okay if I put you on hold?","start":97.21,"end":98.65,"sentiment":"neutral","sentiment_score":-0.0059436650739775766},{"text":"Let me just review your account.","start":98.65,"end":100.305,"sentiment":"neutral","sentiment_score":-0.0003699551646908124},{"text":"Okay.","start":101.905,"end":102.305,"sentiment":"neutral","sentiment_score":0.03541385754942894},{"text":"Hang on.","start":102.305,"end":103.125,"sentiment":"neutral","sentiment_score":0.017861240543425083},{"text":"Hello, Linda?","start":438.055,"end":438.955,"sentiment":"neutral","sentiment_score":0.017268294468522072}],"sentiment":"neutral","sentiment_score":0.0024980105459690093,"num_words":20,"start":97.21,"end":438.955},{"sentences":[{"text":"Hello?","start":443.25497,"end":443.75497,"sentiment":"neutral","sentiment_score":0.013160407543182371},{"text":"Yes.","start":444.23,"end":444.39,"sentiment":"neutral","sentiment_score":0.02107824757695198},{"text":"Hello, Linda?","start":444.39,"end":445.37,"sentiment":"neutral","sentiment_score":0.016009938903152943},{"text":"Yes.","start":446.47,"end":446.79,"sentiment":"neutral","sentiment_score":0.04789122939109802},{"text":"Hello.","start":446.79,"end":447.29,"sentiment":"neutral","sentiment_score":0.06309296935796738}],"sentiment":"neutral","sentiment_score":0.02954045527925094,"num_words":6,"start":443.25497,"end":447.29},{"sentences":[{"text":"Thank you for waiting.","start":447.51,"end":448.65,"sentiment":"neutral","sentiment_score":0.20561279356479645},{"text":"So is it okay if I give you a callback to explain regarding your speed issue?","start":449.19,"end":456.81,"sentiment":"neutral","sentiment_score":0.006363646360114217},{"text":"Because as of the moment, we're facing issue about the GEO IP location mismatches.","start":456.87,"end":463.255,"sentiment":"neutral","sentiment_score":-0.15587396174669266},{"text":"So that might be affecting your speed performance, but we're not sure about that yet.","start":464.035,"end":473.39502,"sentiment":"neutral","sentiment_score":-0.24427469472090405},{"text":"So we'll coordinate your concern with the back end team to confirm.","start":473.39502,"end":478.00998,"sentiment":"neutral","sentiment_score":-0.023952390688161056}],"sentiment":"neutral","sentiment_score":-0.08540188618859307,"num_words":61,"start":447.51,"end":478.00998},{"sentences":[{"text":"Yeah.","start":481.11,"end":481.61,"sentiment":"neutral","sentiment_score":-0.013504229485988615},{"text":"Actually, there is an issue about the GEO IP location, but we're working on it right now.","start":484.31,"end":491.985,"sentiment":"neutral","sentiment_score":-0.05415778103120187},{"text":"And we should be expect we're expecting it to be resolved within this 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this?","start":509.87,"end":513.165,"sentiment":"neutral","sentiment_score":0.018501036427915098},{"text":"Mhmm.","start":543.165,"end":543.665,"sentiment":"neutral","sentiment_score":-0.3151039183139801},{"text":"Yep.","start":547.96497,"end":548.46497,"sentiment":"negative","sentiment_score":-0.5062610507011414},{"text":"Yeah.","start":553.32495,"end":553.64496,"sentiment":"neutral","sentiment_score":-0.04575715214014053}],"sentiment":"neutral","sentiment_score":0.0062246020375327634,"num_words":22,"start":503.71,"end":553.64496},{"sentences":[{"text":"I understand.","start":553.64496,"end":554.305,"sentiment":"neutral","sentiment_score":-0.017218278720974922},{"text":"So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because, I think, you should be getting 500 mbps because after mhmm.","start":554.605,"end":575.075,"sentiment":"neutral","sentiment_score":-0.01187002258375287},{"text":"Yeah.","start":580.895,"end":581.215,"sentiment":"neutral","sentiment_score":-0.07023678719997406},{"text":"So that's quite low for the expected speed that is recorded on our end.","start":581.215,"end":587.74,"sentiment":"neutral","sentiment_score":-0.1361053463603769},{"text":"Yeah.","start":587.74,"end":588.24,"sentiment":"neutral","sentiment_score":-0.05874411016702652}],"sentiment":"neutral","sentiment_score":-0.050520687111808606,"num_words":48,"start":553.64496,"end":588.24},{"sentences":[{"text":"So I think this is connected with the KOIP location issue.","start":588.54,"end":592.56,"sentiment":"neutral","sentiment_score":-0.14605110883712769},{"text":"And about mhmm.","start":599.175,"end":601.115,"sentiment":"neutral","sentiment_score":-0.08957454313834508},{"text":"And about that issue, actually, we're facing it since this March started.","start":603.735,"end":611.435,"sentiment":"neutral","sentiment_score":-0.1706149826447169},{"text":"Yeah.","start":613.71,"end":614.21,"sentiment":"neutral","sentiment_score":-0.046571388840675354},{"text":"And we did not expect it yeah.","start":614.35004,"end":618.11005,"sentiment":"neutral","sentiment_score":-0.14762524036424501}],"sentiment":"neutral","sentiment_score":-0.14713569675736568,"num_words":34,"start":588.54,"end":618.11005},{"sentences":[{"text":"We because we did not expect the issue to be experienced for a long period of time because we did an upgrade, and there's some issue after.","start":618.11005,"end":630.205,"sentiment":"neutral","sentiment_score":-0.3187239197669206},{"text":"Mhmm.","start":643.26,"end":643.76,"sentiment":"neutral","sentiment_score":-0.15509700775146484},{"text":"Yeah.","start":646.3,"end":646.54,"sentiment":"neutral","sentiment_score":-0.10728126764297484},{"text":"We understand your frustration, but, actually, our we've informed our customer about this since March.","start":646.54,"end":656.0,"sentiment":"neutral","sentiment_score":-0.1900915041565895},{"text":"We did send the notification regarding this via email, but we're not sending another updated email again because the issue is still not resolved.","start":656.21497,"end":675.42,"sentiment":"neutral","sentiment_score":-0.3209379632025957}],"sentiment":"neutral","sentiment_score":-0.2856148204163593,"num_words":68,"start":618.11005,"end":675.42},{"sentences":[{"text":"Still in progress.","start":677.0,"end":677.98,"sentiment":"neutral","sentiment_score":-0.10670550167560577},{"text":"Yeah.","start":678.27997,"end":678.77997,"sentiment":"neutral","sentiment_score":-0.1420939564704895},{"text":"Yeah.","start":682.44,"end":682.83997,"sentiment":"neutral","sentiment_score":-0.05393838882446289},{"text":"Actually.","start":682.83997,"end":683.33997,"sentiment":"neutral","sentiment_score":-0.051160991191864014},{"text":"And we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account.","start":683.865,"end":705.32,"sentiment":"neutral","sentiment_score":-0.06913724839687348}],"sentiment":"neutral","sentiment_score":-0.07405616294953131,"num_words":31,"start":677.0,"end":705.32},{"sentences":[{"text":"Yeah.","start":705.7,"end":705.94,"sentiment":"neutral","sentiment_score":-0.027926720678806305},{"text":"But if you want to cancel the service, just inform us, and we can cancel it ASAP.","start":705.94,"end":713.215,"sentiment":"neutral","sentiment_score":-0.11079502806944005},{"text":"Then what just Actually, both ways will do either email or but it's it's best if you will give us a phone call.","start":715.755,"end":727.055,"sentiment":"neutral","sentiment_score":-0.0292903957888484},{"text":"Actually, regarding I also do not want you to do an upgrade, especially now that we're facing an issue because that might be not work as 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correct.","start":834.525,"end":835.165,"sentiment":"neutral","sentiment_score":0.055128224194049835},{"text":"Because we'll also see it on our end that the service is churn out.","start":835.165,"end":841.39,"sentiment":"neutral","sentiment_score":-0.08728175024901118},{"text":"That means the customer has another a different provider.","start":841.39,"end":847.25,"sentiment":"neutral","sentiment_score":-0.09246350328127544},{"text":"Mhmm.","start":849.31,"end":849.81,"sentiment":"neutral","sentiment_score":-0.006973614916205406},{"text":"Yeah.","start":853.47,"end":853.97,"sentiment":"neutral","sentiment_score":0.009113148786127567}],"sentiment":"neutral","sentiment_score":-0.07191555743554125,"num_words":27,"start":834.525,"end":853.97},{"sentences":[{"text":"Did you have yeah.","start":855.095,"end":858.235,"sentiment":"neutral","sentiment_score":0.011982861906290054},{"text":"You can use that router with other ISP.","start":858.375,"end":862.71497,"sentiment":"neutral","sentiment_score":0.022840443067252636},{"text":"Yeah.","start":874.7,"end":875.02,"sentiment":"neutral","sentiment_score":-0.2822665870189667},{"text":"I'm really sorry for the frustration and Yeah.","start":875.02,"end":890.855,"sentiment":"negative","sentiment_score":-0.42194458842277527},{"text":"We understand.","start":890.855,"end":891.675,"sentiment":"neutral","sentiment_score":-0.12221412733197212}],"sentiment":"neutral","sentiment_score":-0.15963463290877963,"num_words":23,"start":855.095,"end":891.675},{"sentences":[{"text":"Yeah.","start":897.45,"end":897.95,"sentiment":"neutral","sentiment_score":-0.003160182386636734},{"text":"Take a note on that and inform our accounts department about our call today.","start":898.09,"end":902.27,"sentiment":"neutral","sentiment_score":-0.00890114823622363},{"text":"Yeah.","start":917.745,"end":917.985,"sentiment":"neutral","sentiment_score":-0.2551727890968323},{"text":"We thanks.","start":917.985,"end":923.025,"sentiment":"neutral","sentiment_score":0.14292913675308228},{"text":"Yeah.","start":923.025,"end":923.34503,"sentiment":"neutral","sentiment_score":0.28182628750801086}],"sentiment":"neutral","sentiment_score":0.009722921801240821,"num_words":19,"start":897.45,"end":923.34503},{"sentences":[{"text":"Thank you, and bye for now.","start":923.34503,"end":925.685,"sentiment":"positive","sentiment_score":0.37813503046830493}],"sentiment":"positive","sentiment_score":0.37813503046830493,"num_words":6,"start":923.34503,"end":925.685}]}}]},{"alternatives":[{"transcript":"Hi. How are you going? Yeah. Not too bad. I'm just calling in regards to my Internet. So I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all in my in my premises. I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home. And even if it does connect, it's just very slow and laggy. So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need. So can you help me, or would you rather me cancel? Yeah. Linda, l I n d a. My surname is h a, k k, o u, m for Mary. Yep. Yeah. Sure. Thank you. Yes. Okay. So what is there an issue with what? Wait. Is that for everyone or just specific to me? Okay. Well, my Internet hasn't always been good since the day I started. My kids always complain they can't get on to any, like, Internet connection on their gaming. It's very laggy. So I don't know. I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge. Because I've always had issues, but I just haven't had time to to ring and make a complaint because yeah. I'm gonna have to go through another provider because it's always been very disappointing. Yeah. Sorry. How much? Over what? So when I do my speed test, it only gives me set 16.22 m p s m b s. Of course. Yeah. It's it's not good. So alright. Well yeah. Mhmm. And we're at the end of March now. Yeah. But how come this is not communicated? Do you know what I mean? Like, there's been no communication. We're living off the Internet that Okay. Well, that's a long time for not to be resolved. That's a very long time. If I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider? Okay. So via phone call or email? Okay. Yeah. To to cancel the service. Because I just I mean, even just alright. March has been really bad, but even before that, like, it's always been not performing great. So even though I'm paying $90 a month, which I think is still quite high, I'm not getting I'm not getting the download speeds that I should be getting paying on that plan. So even if I was to upgrade my plan to one which is 250 speeds download or whatever your next plan is, am I even gonna get that that level of, you know, service? Yep. So is this just Airtel or is this all providers having this issue? Okay. So if I wanna cancel, what time I use open tool? Because I need to get a new new provider, but I'm not at home at the moment. So are you operating, like, after hours if I cancel? What time? Okay. So if I go with another provider, I don't need to call you first because they can just connect me, and then I can call you the next day. Mhmm. And the router would just remain as it is? And then they can connect to that router? Okay. Alright. No worries. Okay. I'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest. So I don't wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet. So I refuse to pay for that. So can you put a note can you put a note on your system that I will not make payment for that $89.95? Yes, please. Yep, please. Because I'm consistently paying on time every month, but I'm not getting the service. I've got children at home that can't use the Internet. I can't work from home. It's just causing a big mess at the moment. Okay. Thank you anyway. Alright. 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How are you going? Yeah. Not too bad. I'm just calling in regards to my Internet.\n\nSo I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all in my in my premises. I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home. And even if it does connect, it's just very slow and laggy. So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need. So can you help me, or would you rather me cancel?\n\nYeah. Linda, l I n d a. My surname is h a, k k, o u, m for Mary. Yep. Yeah.\n\nSure. Thank you. Yes. Okay. So what is there an issue with what?\n\nWait. Is that for everyone or just specific to me? Okay. Well, my Internet hasn't always been good since the day I started. My kids always complain they can't get on to any, like, Internet connection on their gaming.\n\nIt's very laggy. So I don't know. I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge. Because I've always had issues, but I just haven't had time to to ring and make a complaint because yeah. I'm gonna have to go through another provider because it's always been very disappointing.\n\nYeah. Sorry. How much? Over what? So when I do my speed test, it only gives me set 16.22 m p s m b s.\n\nOf course. Yeah. It's it's not good. So alright. Well yeah.\n\nMhmm. And we're at the end of March now. Yeah. But how come this is not communicated? Do you know what I mean?\n\nLike, there's been no communication. We're living off the Internet that Okay. Well, that's a long time for not to be resolved. That's a very long time. If I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider?\n\nOkay. So via phone call or email? Okay. Yeah. To to cancel the service.\n\nBecause I just I mean, even just alright. March has been really bad, but even before that, like, it's always been not performing great. So even though I'm paying $90 a month, which I think is still quite high, I'm not getting I'm not getting the download speeds that I should be getting paying on that plan. So even if I was to upgrade my plan to one which is 250 speeds download or whatever your next plan is, am I even gonna get that that level of, you know, service? Yep.\n\nSo is this just Airtel or is this all providers having this issue? Okay. So if I wanna cancel, what time I use open tool? Because I need to get a new new provider, but I'm not at home at the moment. So are you operating, like, after hours if I cancel?\n\nWhat time? Okay. So if I go with another provider, I don't need to call you first because they can just connect me, and then I can call you the next day. Mhmm. And the router would just remain as it is?\n\nAnd then they can connect to that router? Okay. Alright. No worries. Okay.\n\nI'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest. So I don't wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet. So I refuse to pay for that. So can you put a note can you put a note on your system that I will not make payment for that $89.95? Yes, please.\n\nYep, please. Because I'm consistently paying on time every month, but I'm not getting the service. I've got children at home that can't use the Internet. I can't work from home. It's just causing a big mess at the moment.\n\nOkay. Thank you anyway. Alright. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":8.32,"end":8.48,"sentiment":"neutral","sentiment_score":0.1485462337732315},{"text":"How are you going?","start":8.48,"end":9.38,"sentiment":"neutral","sentiment_score":0.15296948328614235},{"text":"Yeah.","start":12.575001,"end":13.075001,"sentiment":"neutral","sentiment_score":0.0752057209610939},{"text":"Not too bad.","start":13.535,"end":14.3550005,"sentiment":"neutral","sentiment_score":0.03648931781450908},{"text":"I'm just calling in regards to my Internet.","start":14.415,"end":16.755001,"sentiment":"neutral","sentiment_score":-0.026253160554915667}],"sentiment":"neutral","sentiment_score":0.043239562169593924,"num_words":17,"start":8.32,"end":16.755001},{"sentences":[{"text":"So I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all in my in my premises.","start":17.135,"end":31.94,"sentiment":"neutral","sentiment_score":-0.17795789731960548},{"text":"I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home.","start":32.72,"end":40.98,"sentiment":"negative","sentiment_score":-0.3671701154832182},{"text":"And even if it does connect, it's just very slow and laggy.","start":43.094997,"end":46.795,"sentiment":"negative","sentiment_score":-0.5556468913952509},{"text":"So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need.","start":47.335,"end":72.08,"sentiment":"negative","sentiment_score":-0.4051815763115883},{"text":"So can you help me, or would you rather me cancel?","start":75.135,"end":79.955,"sentiment":"neutral","sentiment_score":-0.09848107194358652}],"sentiment":"negative","sentiment_score":-0.33452561423182486,"num_words":160,"start":17.135,"end":79.955},{"sentences":[{"text":"Yeah.","start":85.45,"end":85.77,"sentiment":"neutral","sentiment_score":0.0015797391533851624},{"text":"Linda, l I n d a.","start":85.77,"end":87.45,"sentiment":"neutral","sentiment_score":-0.004437191276034961},{"text":"My surname is h a, k k, o u, m for Mary.","start":87.45,"end":91.39,"sentiment":"neutral","sentiment_score":0.0006437331254952975},{"text":"Yep.","start":95.29,"end":95.79,"sentiment":"neutral","sentiment_score":0.02337820455431938},{"text":"Yeah.","start":100.715004,"end":101.115,"sentiment":"neutral","sentiment_score":0.050988562405109406}],"sentiment":"neutral","sentiment_score":0.002716578855359417,"num_words":21,"start":85.45,"end":101.115},{"sentences":[{"text":"Sure.","start":101.115,"end":101.355,"sentiment":"neutral","sentiment_score":0.1016715243458748},{"text":"Thank you.","start":101.355,"end":102.095,"sentiment":"neutral","sentiment_score":0.1668272465467453},{"text":"Yes.","start":445.74,"end":446.24,"sentiment":"neutral","sentiment_score":0.034699901938438416},{"text":"Okay.","start":479.41998,"end":479.91998,"sentiment":"neutral","sentiment_score":-0.00931786373257637},{"text":"So what is there an issue with what?","start":480.22,"end":482.31998,"sentiment":"neutral","sentiment_score":-0.014033839455805719}],"sentiment":"neutral","sentiment_score":0.02680287230759859,"num_words":13,"start":101.115,"end":482.31998},{"sentences":[{"text":"Wait.","start":500.48,"end":500.80002,"sentiment":"neutral","sentiment_score":0.0027153482660651207},{"text":"Is that for everyone or just specific to me?","start":500.80002,"end":503.78,"sentiment":"neutral","sentiment_score":0.01120847360127502},{"text":"Okay.","start":509.76,"end":510.26,"sentiment":"neutral","sentiment_score":0.03245598077774048},{"text":"Well, my Internet hasn't always been good since the day I started.","start":513.855,"end":518.335,"sentiment":"neutral","sentiment_score":-0.28362898031870526},{"text":"My kids always complain they can't get on to any, like, Internet connection on their gaming.","start":518.335,"end":526.42004,"sentiment":"negative","sentiment_score":-0.4147127829492092}],"sentiment":"neutral","sentiment_score":-0.2539206333219623,"num_words":39,"start":500.48,"end":526.42004},{"sentences":[{"text":"It's very laggy.","start":526.64,"end":527.86005,"sentiment":"negative","sentiment_score":-0.6662435134251913},{"text":"So I don't know.","start":528.0,"end":529.06,"sentiment":"negative","sentiment_score":-0.4239052087068558},{"text":"I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge.","start":529.28,"end":537.565,"sentiment":"neutral","sentiment_score":-0.1753302613273263},{"text":"Because I've always had issues, but I just haven't had time to to ring and make a complaint because yeah.","start":537.565,"end":546.685,"sentiment":"negative","sentiment_score":-0.37272839695215226},{"text":"I'm gonna have to go through another provider because it's always been very disappointing.","start":546.685,"end":551.825,"sentiment":"negative","sentiment_score":-0.6037510229008538}],"sentiment":"negative","sentiment_score":-0.37882030920171345,"num_words":61,"start":526.64,"end":551.825},{"sentences":[{"text":"Yeah.","start":552.9,"end":553.4,"sentiment":"neutral","sentiment_score":-0.08623677492141724},{"text":"Sorry.","start":563.86005,"end":564.18005,"sentiment":"neutral","sentiment_score":-0.05251491069793701},{"text":"How much?","start":564.18005,"end":564.9,"sentiment":"neutral","sentiment_score":-0.03776839189231396},{"text":"Over what?","start":564.9,"end":565.635,"sentiment":"neutral","sentiment_score":-0.027998787350952625},{"text":"So when I do my speed test, it only gives me set 16.22 m p s m b s.","start":572.195,"end":579.735,"sentiment":"neutral","sentiment_score":-0.09116114499537568}],"sentiment":"neutral","sentiment_score":-0.08009391196072102,"num_words":25,"start":552.9,"end":579.735},{"sentences":[{"text":"Of course.","start":586.14996,"end":586.97,"sentiment":"neutral","sentiment_score":-0.08288561552762985},{"text":"Yeah.","start":595.43,"end":595.67,"sentiment":"neutral","sentiment_score":-0.2637428641319275},{"text":"It's it's not good.","start":595.67,"end":597.74506,"sentiment":"negative","sentiment_score":-0.5481231957674026},{"text":"So alright.","start":598.205,"end":599.645,"sentiment":"neutral","sentiment_score":-0.17304714024066925},{"text":"Well yeah.","start":599.645,"end":602.385,"sentiment":"neutral","sentiment_score":-0.06713652797043324}],"sentiment":"neutral","sentiment_score":-0.282034019516273,"num_words":11,"start":586.14996,"end":602.385},{"sentences":[{"text":"Mhmm.","start":612.45,"end":612.95,"sentiment":"neutral","sentiment_score":-0.06632325798273087},{"text":"And we're at the end of March now.","start":614.52997,"end":616.79,"sentiment":"neutral","sentiment_score":-0.16977605689316988},{"text":"Yeah.","start":628.305,"end":628.545,"sentiment":"neutral","sentiment_score":-0.13087305426597595},{"text":"But how come this is not communicated?","start":628.545,"end":630.325,"sentiment":"neutral","sentiment_score":-0.1863202601671219},{"text":"Do you know what I mean?","start":631.105,"end":632.065,"sentiment":"neutral","sentiment_score":-0.14515776932239532}],"sentiment":"neutral","sentiment_score":-0.16219970454340396,"num_words":23,"start":612.45,"end":632.065},{"sentences":[{"text":"Like, there's been no communication.","start":632.065,"end":633.365,"sentiment":"neutral","sentiment_score":-0.2812467396259308},{"text":"We're living off the Internet that Okay.","start":633.745,"end":677.005,"sentiment":"neutral","sentiment_score":-0.23151541181973048},{"text":"Well, that's a long time for not to be resolved.","start":677.005,"end":679.825,"sentiment":"neutral","sentiment_score":-0.22388865798711777},{"text":"That's a very long time.","start":679.885,"end":681.42505,"sentiment":"negative","sentiment_score":-0.4437942624092102},{"text":"If I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider?","start":683.645,"end":692.64996,"sentiment":"neutral","sentiment_score":-0.08023951418938176}],"sentiment":"neutral","sentiment_score":-0.1719331795285488,"num_words":58,"start":632.065,"end":692.64996},{"sentences":[{"text":"Okay.","start":714.725,"end":715.225,"sentiment":"neutral","sentiment_score":-0.01650986820459366},{"text":"So via phone call or email?","start":715.285,"end":717.545,"sentiment":"neutral","sentiment_score":-0.011862862855196},{"text":"Okay.","start":727.41,"end":727.88995,"sentiment":"neutral","sentiment_score":-0.021583665162324905},{"text":"Yeah.","start":727.88995,"end":728.38995,"sentiment":"neutral","sentiment_score":-0.033871691673994064},{"text":"To to cancel the service.","start":728.52997,"end":730.44995,"sentiment":"neutral","sentiment_score":-0.1116683728992939}],"sentiment":"neutral","sentiment_score":-0.05010601904775415,"num_words":14,"start":714.725,"end":730.44995},{"sentences":[{"text":"Because I just I mean, even just alright.","start":730.44995,"end":734.29504,"sentiment":"neutral","sentiment_score":-0.1634608469903469},{"text":"March has been really bad, but even before that, like, it's always been not performing great.","start":734.435,"end":740.675,"sentiment":"neutral","sentiment_score":-0.25265407655388117},{"text":"So even though I'm paying $90 a month, which I think is still quite high, I'm not getting I'm not getting the download speeds that I should be getting paying on that plan.","start":740.675,"end":751.7,"sentiment":"neutral","sentiment_score":-0.3331873845873457},{"text":"So even if I was to upgrade my plan to one which is 250 speeds download or whatever your next plan is, am I even gonna get that that level of, you know, service?","start":752.07996,"end":766.425,"sentiment":"neutral","sentiment_score":-0.16481794088202364},{"text":"Yep.","start":785.42,"end":785.9,"sentiment":"neutral","sentiment_score":-0.03071039728820324}],"sentiment":"neutral","sentiment_score":-0.23891147912439445,"num_words":92,"start":730.44995,"end":785.9},{"sentences":[{"text":"So is this just Airtel or is this all providers having this issue?","start":785.9,"end":789.92,"sentiment":"neutral","sentiment_score":-0.03666844734778771},{"text":"Okay.","start":799.495,"end":799.995,"sentiment":"neutral","sentiment_score":-0.15858933329582214},{"text":"So if I wanna cancel, what time I use open tool?","start":800.855,"end":803.65497,"sentiment":"neutral","sentiment_score":-0.0707315325059674},{"text":"Because I need to get a new new provider, but I'm not at home at the moment.","start":803.65497,"end":809.91,"sentiment":"neutral","sentiment_score":-0.12008742725147921},{"text":"So are you operating, like, after hours if I cancel?","start":810.52997,"end":814.85,"sentiment":"neutral","sentiment_score":-0.0513096310198307}],"sentiment":"neutral","sentiment_score":-0.07630593422800303,"num_words":52,"start":785.9,"end":814.85},{"sentences":[{"text":"What time?","start":814.85,"end":815.58997,"sentiment":"neutral","sentiment_score":-0.025216110050678253},{"text":"Okay.","start":823.435,"end":823.935,"sentiment":"neutral","sentiment_score":-0.0021134028211236},{"text":"So if I go with another provider, I don't need to call you first because they can just connect me, and then I can call you the next day.","start":824.395,"end":832.895,"sentiment":"neutral","sentiment_score":-0.010152433549278769},{"text":"Mhmm.","start":848.125,"end":848.625,"sentiment":"neutral","sentiment_score":-0.016915157437324524},{"text":"And the router would just remain as it is?","start":849.48505,"end":852.54504,"sentiment":"neutral","sentiment_score":-0.007628580762280358}],"sentiment":"neutral","sentiment_score":-0.01029853762260505,"num_words":42,"start":814.85,"end":852.54504},{"sentences":[{"text":"And then they can connect to that router?","start":854.36505,"end":856.625,"sentiment":"neutral","sentiment_score":0.011925581435207278},{"text":"Okay.","start":864.17,"end":864.67,"sentiment":"neutral","sentiment_score":0.0038686301559209824},{"text":"Alright.","start":864.89,"end":865.29004,"sentiment":"neutral","sentiment_score":0.01622653380036354},{"text":"No worries.","start":865.29004,"end":866.11,"sentiment":"neutral","sentiment_score":0.001467231661081314},{"text":"Okay.","start":867.13,"end":867.45,"sentiment":"neutral","sentiment_score":-0.048358555883169174}],"sentiment":"neutral","sentiment_score":0.005390440221302784,"num_words":13,"start":854.36505,"end":867.45},{"sentences":[{"text":"I'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest.","start":867.45,"end":873.87,"sentiment":"neutral","sentiment_score":-0.21801047937737572},{"text":"So I don't wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet.","start":876.805,"end":887.125,"sentiment":"negative","sentiment_score":-0.4663761164012708},{"text":"So I refuse to pay for that.","start":887.125,"end":889.065,"sentiment":"negative","sentiment_score":-0.5935184614998954},{"text":"So can you put a note can you put a note on your system that I will not make payment for that $89.95?","start":890.75995,"end":896.86,"sentiment":"neutral","sentiment_score":-0.13301853155312332},{"text":"Yes, please.","start":902.92,"end":903.795,"sentiment":"neutral","sentiment_score":0.027070623822510242}],"sentiment":"neutral","sentiment_score":-0.3273454006888311,"num_words":88,"start":867.45,"end":903.795},{"sentences":[{"text":"Yep, please.","start":904.115,"end":904.935,"sentiment":"neutral","sentiment_score":-0.012250432104337959},{"text":"Because I'm consistently paying on time every month, but I'm not getting the service.","start":904.995,"end":909.095,"sentiment":"negative","sentiment_score":-0.4421207904815674},{"text":"I've got children at home that can't use the Internet.","start":909.39496,"end":912.055,"sentiment":"negative","sentiment_score":-0.4830565333366394},{"text":"I can't work from home.","start":912.435,"end":913.555,"sentiment":"neutral","sentiment_score":-0.33286293148994445},{"text":"It's just causing a big mess at the moment.","start":913.555,"end":915.815,"sentiment":"negative","sentiment_score":-0.819649318854014}],"sentiment":"negative","sentiment_score":-0.5021478947863216,"num_words":40,"start":904.115,"end":915.815},{"sentences":[{"text":"Okay.","start":920.45087,"end":920.8509,"sentiment":"neutral","sentiment_score":-0.014873996376991272},{"text":"Thank you anyway.","start":920.8509,"end":921.8309,"sentiment":"positive","sentiment_score":0.37657997012138367},{"text":"Alright.","start":924.6109,"end":925.1109,"sentiment":"positive","sentiment_score":0.37027668952941895},{"text":"Bye.","start":925.89087,"end":926.39087,"sentiment":"neutral","sentiment_score":-0.10036401450634004}],"sentiment":"neutral","sentiment_score":0.23079643150170645,"num_words":6,"start":920.45087,"end":926.39087}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Marie from Erto tech support. How can I assist you today?\n\nChannel 1: Hi. How are you going?\n\nChannel 0: Mhmm. Yes. I'm good. Thanks for asking. How are you?\n\nChannel 1: Yeah. Not too bad. I'm just calling in regards to my Internet. So I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all\n\nChannel 0: Mhmm.\n\nChannel 1: in my in my premises. I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home.\n\nChannel 0: Mhmm.\n\nChannel 1: And even if it does connect, it's just very slow and laggy. So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need.\n\nChannel 0: Mhmm.\n\nChannel 1: So can you\n\nChannel 0: Okay.\n\nChannel 1: help me, or would you rather me cancel?\n\nChannel 0: Yeah. Let me just track your account. May I know your full name, please?\n\nChannel 1: Yeah. Linda, l I n d a. My surname is h a, k k, o u, m for Mary.\n\nChannel 0: Okay. Linda Hakum.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Hang on. Is it okay if I put you on hold? Let me just review your account.\n\nChannel 1: Yeah. Sure. Thank you.\n\nChannel 0: Okay. Hang on. Hello, Linda? Hello? Yes.\n\nHello, Linda?\n\nChannel 1: Yes.\n\nChannel 0: Yes. Hello. Thank you for waiting. So is it okay if I give you a callback to explain regarding your speed issue? Because as of the moment, we're facing issue about the GEO IP location mismatches.\n\nSo that might be affecting your speed performance, but we're not sure about that yet. So we'll coordinate your concern with the back end team to confirm.\n\nChannel 1: Okay. So what is there an\n\nChannel 0: Yeah.\n\nChannel 1: issue with what?\n\nChannel 0: Actually, there is an issue about the GEO IP location, but we're working on it right now. And we should be expect we're expecting it to be resolved within this day.\n\nChannel 1: Wait. Is that for everyone\n\nChannel 0: Yeah.\n\nChannel 1: or just specific to me?\n\nChannel 0: Yeah. Actually, this is for everyone, a super network customer.\n\nChannel 1: Okay.\n\nChannel 0: May I know also since when did you experience this?\n\nChannel 1: Well, my Internet hasn't always been good since the day I started. My kids always complain they can't get on to any, like, Internet connection on their gaming. It's very laggy. So I don't know. I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge.\n\nBecause I've always had issues, but I just haven't had time to to ring and\n\nChannel 0: Mhmm.\n\nChannel 1: make a complaint because yeah. I'm gonna have\n\nChannel 0: Yep.\n\nChannel 1: to go through another provider because it's always been very disappointing. Yeah.\n\nChannel 0: Yeah. I understand. So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because,\n\nChannel 1: Sorry. How\n\nChannel 0: I think,\n\nChannel 1: much? Over what?\n\nChannel 0: you should be getting 500 mbps\n\nChannel 1: So\n\nChannel 0: because\n\nChannel 1: when I do my speed\n\nChannel 0: after\n\nChannel 1: test, it only\n\nChannel 0: mhmm.\n\nChannel 1: gives me set 16.22 m p s m b s.\n\nChannel 0: Yeah. So that's quite low for the expected speed that\n\nChannel 1: Of\n\nChannel 0: is\n\nChannel 1: course.\n\nChannel 0: recorded on our end. Yeah. So I think this is connected with the KOIP location issue.\n\nChannel 1: Yeah. It's it's not good. So alright.\n\nChannel 0: And\n\nChannel 1: Well\n\nChannel 0: about mhmm.\n\nChannel 1: yeah.\n\nChannel 0: And about that issue, actually, we're facing it since this March started.\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. And\n\nChannel 1: And we're\n\nChannel 0: we did\n\nChannel 1: at the\n\nChannel 0: not\n\nChannel 1: end\n\nChannel 0: expect\n\nChannel 1: of March\n\nChannel 0: it\n\nChannel 1: now.\n\nChannel 0: yeah. We because we did not expect the issue to be experienced for a long period of time because we did an upgrade, and there's some issue\n\nChannel 1: Yeah. But how come this is not\n\nChannel 0: after.\n\nChannel 1: communicated? Do you know what I mean? Like, there's been no communication. We're living off the Internet that\n\nChannel 0: Mhmm. Yeah. We understand your frustration, but, actually, our we've informed our customer about this since March. We did send the notification regarding this via email, but we're not sending another updated email again because the issue is still not resolved.\n\nChannel 1: Okay.\n\nChannel 0: Still\n\nChannel 1: Well, that's\n\nChannel 0: in\n\nChannel 1: a\n\nChannel 0: progress.\n\nChannel 1: long time\n\nChannel 0: Yeah.\n\nChannel 1: for not to be resolved. That's a very long time.\n\nChannel 0: Yeah. Actually.\n\nChannel 1: If\n\nChannel 0: And\n\nChannel 1: I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider?\n\nChannel 0: we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account. Yeah. But if you want to cancel the service, just inform us, and we can cancel it ASAP.\n\nChannel 1: Okay. So\n\nChannel 0: Then\n\nChannel 1: via\n\nChannel 0: what\n\nChannel 1: phone\n\nChannel 0: just\n\nChannel 1: call or email?\n\nChannel 0: Actually, both ways will do either email or but it's it's best if you will give us a phone call.\n\nChannel 1: Okay. Yeah. To to cancel the service. Because I just I mean, even just alright. March has been really bad, but even before that, like, it's always been not performing great.\n\nSo even though I'm paying $90 a month, which I think is still quite high, I'm not getting I'm not getting the download speeds that I should be getting paying on that plan. So even if I was to upgrade my plan to one which is 250 speeds download or whatever your next plan is, am I even gonna get that that level of, you know, service?\n\nChannel 0: Actually, regarding I also do not want you to do an upgrade, especially now that we're facing an issue because that might be not work as well. Yeah.\n\nChannel 1: Yep. So is this just Airtel or is this all providers having this issue?\n\nChannel 0: Actually, it's just us, Erdo. This is an issue from our engineering and back end team. Network has nothing\n\nChannel 1: Okay.\n\nChannel 0: to do with this. Yeah.\n\nChannel 1: So if I wanna cancel, what time I use open tool? Because I need to get a new new provider, but I'm not at home at the moment. So are you operating, like, after hours if I cancel? What time?\n\nChannel 0: Actually, your office hour is 9AM to 6PM.\n\nChannel 1: Okay. So if I\n\nChannel 0: Yeah.\n\nChannel 1: go with another\n\nChannel 0: Hello?\n\nChannel 1: provider, I don't need to call you first because they can just connect me, and then I can\n\nChannel 0: Yes.\n\nChannel 1: call you the next day.\n\nChannel 0: Mhmm. Yeah. That's correct. Because we'll also see it on our end that the service is churn out. That means the customer has another a different provider.\n\nChannel 1: Mhmm.\n\nChannel 0: Mhmm.\n\nChannel 1: And the router would just remain as it is?\n\nChannel 0: Yeah.\n\nChannel 1: And then they can\n\nChannel 0: Did\n\nChannel 1: connect\n\nChannel 0: you have\n\nChannel 1: to that router?\n\nChannel 0: yeah. You can use that router with other ISP.\n\nChannel 1: Okay. Alright. No worries. Okay. I'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest.\n\nChannel 0: Yeah. I'm really sorry for the frustration\n\nChannel 1: So I don't\n\nChannel 0: and\n\nChannel 1: wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet. So I refuse to pay for that.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: We\n\nChannel 1: can you\n\nChannel 0: understand.\n\nChannel 1: put a note can you put a note on your system that I will not make payment for that $89.95?\n\nChannel 0: Yeah. Take a note on that and inform our accounts department about our call today.\n\nChannel 1: Yes, please. Yep, please. Because I'm consistently paying on time every month, but I'm not getting the service. I've got children at home that can't use the Internet. I can't work from home.\n\nIt's just causing a big mess at the moment.\n\nChannel 0: Yeah. We\n\nChannel 1: Okay. Thank you anyway.\n\nChannel 0: thanks. Yeah. Thank you, and\n\nChannel 1: Alright.\n\nChannel 0: bye for now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.1599998,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.11588110774755478},{"text":"Good morning.","start":2.6399999,"end":3.28,"sentiment":"neutral","sentiment_score":0.3202076256275177},{"text":"This is Marie from Erto tech support.","start":3.28,"end":5.7799997,"sentiment":"neutral","sentiment_score":0.29443298493112835},{"text":"How can I assist you today?","start":6.08,"end":7.54,"sentiment":"neutral","sentiment_score":0.27245157957077026}],"sentiment":"neutral","sentiment_score":0.2782522956840694,"channel":0,"num_words":16,"start":2.1599998,"end":7.54},{"sentences":[{"text":"Hi.","start":8.32,"end":8.48,"sentiment":"neutral","sentiment_score":0.1485462337732315},{"text":"How are you going?","start":8.48,"end":9.38,"sentiment":"neutral","sentiment_score":0.15296948328614235}],"sentiment":"neutral","sentiment_score":0.1520848333835602,"channel":1,"num_words":5,"start":8.32,"end":9.38},{"sentences":[{"text":"Mhmm.","start":9.679999,"end":10.0,"sentiment":"neutral","sentiment_score":0.11616818606853484},{"text":"Yes.","start":10.0,"end":10.32,"sentiment":"neutral","sentiment_score":0.26439446210861206},{"text":"I'm good.","start":10.32,"end":10.719999,"sentiment":"positive","sentiment_score":0.47538191080093384},{"text":"Thanks for asking.","start":10.719999,"end":11.5199995,"sentiment":"positive","sentiment_score":0.596777081489563},{"text":"How are you?","start":11.5199995,"end":12.255,"sentiment":"neutral","sentiment_score":0.28557611505190533}],"sentiment":"positive","sentiment_score":0.3978386059403419,"channel":0,"num_words":10,"start":9.679999,"end":12.255},{"sentences":[{"text":"Yeah.","start":12.575001,"end":13.075001,"sentiment":"neutral","sentiment_score":0.0752057209610939},{"text":"Not too bad.","start":13.535,"end":14.3550005,"sentiment":"neutral","sentiment_score":0.03648931781450908},{"text":"I'm just calling in regards to my Internet.","start":14.415,"end":16.755001,"sentiment":"neutral","sentiment_score":-0.026253160554915667},{"text":"So I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all","start":17.135,"end":29.7,"sentiment":"neutral","sentiment_score":-0.15729115790489948}],"sentiment":"neutral","sentiment_score":-0.11591021824214194,"channel":1,"num_words":45,"start":12.575001,"end":29.7},{"sentences":[{"text":"Mhmm.","start":30.16,"end":30.66,"sentiment":"neutral","sentiment_score":-0.20754790306091309}],"sentiment":"neutral","sentiment_score":-0.20754790306091309,"channel":0,"num_words":1,"start":30.16,"end":30.66},{"sentences":[{"text":"in my in my premises.","start":30.24,"end":31.94,"sentiment":"neutral","sentiment_score":-0.31435837745666506},{"text":"I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home.","start":32.72,"end":40.98,"sentiment":"negative","sentiment_score":-0.3671701154832182}],"sentiment":"negative","sentiment_score":-0.35940368342048984,"channel":1,"num_words":34,"start":30.24,"end":40.98},{"sentences":[{"text":"Mhmm.","start":41.754997,"end":42.254997,"sentiment":"neutral","sentiment_score":-0.29632461071014404}],"sentiment":"neutral","sentiment_score":-0.29632461071014404,"channel":0,"num_words":1,"start":41.754997,"end":42.254997},{"sentences":[{"text":"And even if it does connect, it's just very slow and laggy.","start":43.094997,"end":46.795,"sentiment":"negative","sentiment_score":-0.5556468913952509},{"text":"So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need.","start":47.335,"end":72.08,"sentiment":"negative","sentiment_score":-0.4051815763115883}],"sentiment":"negative","sentiment_score":-0.4272008907140755,"channel":1,"num_words":82,"start":43.094997,"end":72.08},{"sentences":[{"text":"Mhmm.","start":72.775,"end":73.275,"sentiment":"neutral","sentiment_score":-0.12904514372348783}],"sentiment":"neutral","sentiment_score":-0.12904514372348783,"channel":0,"num_words":1,"start":72.775,"end":73.275},{"sentences":[{"text":"So can you","start":75.135,"end":77.235,"sentiment":"neutral","sentiment_score":-0.10607848564783733}],"sentiment":"neutral","sentiment_score":-0.10607848564783733,"channel":1,"num_words":3,"start":75.135,"end":77.235},{"sentences":[{"text":"Okay.","start":76.775,"end":77.275,"sentiment":"neutral","sentiment_score":-0.05061950162053108}],"sentiment":"neutral","sentiment_score":-0.05061950162053108,"channel":0,"num_words":1,"start":76.775,"end":77.275},{"sentences":[{"text":"help me, or would you rather me cancel?","start":77.375,"end":79.955,"sentiment":"neutral","sentiment_score":-0.09563204180449247}],"sentiment":"neutral","sentiment_score":-0.09563204180449247,"channel":1,"num_words":8,"start":77.375,"end":79.955},{"sentences":[{"text":"Yeah.","start":79.895004,"end":80.395004,"sentiment":"neutral","sentiment_score":-0.030710699036717415},{"text":"Let me just track your account.","start":81.175,"end":83.015,"sentiment":"neutral","sentiment_score":-0.03020860068500042},{"text":"May I know your full name, please?","start":83.015,"end":84.33,"sentiment":"neutral","sentiment_score":0.006195324073944773}],"sentiment":"neutral","sentiment_score":-0.012042502473507608,"channel":0,"num_words":14,"start":79.895004,"end":84.33},{"sentences":[{"text":"Yeah.","start":85.45,"end":85.77,"sentiment":"neutral","sentiment_score":0.0015797391533851624},{"text":"Linda, l I n d a.","start":85.77,"end":87.45,"sentiment":"neutral","sentiment_score":-0.004437191276034961},{"text":"My surname is h a, k k, o u, m for Mary.","start":87.45,"end":91.39,"sentiment":"neutral","sentiment_score":0.0006437331254952975}],"sentiment":"neutral","sentiment_score":-0.0009115058419411071,"channel":1,"num_words":19,"start":85.45,"end":91.39},{"sentences":[{"text":"Okay.","start":93.130005,"end":93.630005,"sentiment":"neutral","sentiment_score":0.014147019013762474},{"text":"Linda Hakum.","start":93.69,"end":94.67,"sentiment":"neutral","sentiment_score":0.009936772752553225}],"sentiment":"neutral","sentiment_score":0.011340188172956308,"channel":0,"num_words":3,"start":93.130005,"end":94.67},{"sentences":[{"text":"Yep.","start":95.29,"end":95.79,"sentiment":"neutral","sentiment_score":0.02337820455431938}],"sentiment":"neutral","sentiment_score":0.02337820455431938,"channel":1,"num_words":1,"start":95.29,"end":95.79},{"sentences":[{"text":"Okay.","start":96.25,"end":96.490005,"sentiment":"neutral","sentiment_score":0.018628399819135662},{"text":"Hang on.","start":96.490005,"end":97.21,"sentiment":"neutral","sentiment_score":-0.0017863232642412186},{"text":"Is it okay if I put you on hold?","start":97.21,"end":98.65,"sentiment":"neutral","sentiment_score":-0.0059436650739775766},{"text":"Let me just review your account.","start":98.65,"end":100.305,"sentiment":"neutral","sentiment_score":-0.0003699551646908124}],"sentiment":"neutral","sentiment_score":-0.0022587201868494353,"channel":0,"num_words":18,"start":96.25,"end":100.305},{"sentences":[{"text":"Yeah.","start":100.715004,"end":101.115,"sentiment":"neutral","sentiment_score":0.050988562405109406},{"text":"Sure.","start":101.115,"end":101.355,"sentiment":"neutral","sentiment_score":0.1016715243458748},{"text":"Thank you.","start":101.355,"end":102.095,"sentiment":"neutral","sentiment_score":0.1668272465467453}],"sentiment":"neutral","sentiment_score":0.1215786449611187,"channel":1,"num_words":4,"start":100.715004,"end":102.095},{"sentences":[{"text":"Okay.","start":101.905,"end":102.305,"sentiment":"neutral","sentiment_score":0.03541385754942894},{"text":"Hang on.","start":102.305,"end":103.125,"sentiment":"neutral","sentiment_score":0.017861240543425083},{"text":"Hello, Linda?","start":438.055,"end":438.955,"sentiment":"neutral","sentiment_score":0.017268294468522072},{"text":"Hello?","start":443.25497,"end":443.75497,"sentiment":"neutral","sentiment_score":0.013160407543182371},{"text":"Yes.","start":444.23,"end":444.39,"sentiment":"neutral","sentiment_score":0.02107824757695198}],"sentiment":"neutral","sentiment_score":0.01998736895620823,"channel":0,"num_words":7,"start":101.905,"end":444.39},{"sentences":[{"text":"Hello, Linda?","start":444.39,"end":445.37,"sentiment":"neutral","sentiment_score":0.016009938903152943}],"sentiment":"neutral","sentiment_score":0.016009938903152943,"channel":0,"num_words":2,"start":444.39,"end":445.37},{"sentences":[{"text":"Yes.","start":445.74,"end":446.24,"sentiment":"neutral","sentiment_score":0.034699901938438416}],"sentiment":"neutral","sentiment_score":0.034699901938438416,"channel":1,"num_words":1,"start":445.74,"end":446.24},{"sentences":[{"text":"Yes.","start":446.47,"end":446.79,"sentiment":"neutral","sentiment_score":0.04789122939109802},{"text":"Hello.","start":446.79,"end":447.29,"sentiment":"neutral","sentiment_score":0.06309296935796738},{"text":"Thank you for waiting.","start":447.51,"end":448.65,"sentiment":"neutral","sentiment_score":0.20561279356479645},{"text":"So is it okay if I give you a callback to explain regarding your speed issue?","start":449.19,"end":456.81,"sentiment":"neutral","sentiment_score":0.006363646360114217},{"text":"Because as of the moment, we're facing issue about the GEO IP location mismatches.","start":456.87,"end":463.255,"sentiment":"neutral","sentiment_score":-0.15587396174669266}],"sentiment":"neutral","sentiment_score":-0.031860604157878294,"channel":0,"num_words":36,"start":446.47,"end":463.255},{"sentences":[{"text":"So that might be affecting your speed performance, but we're not sure about that yet.","start":464.035,"end":473.39502,"sentiment":"neutral","sentiment_score":-0.24427469472090405},{"text":"So we'll coordinate your concern with the back end team to confirm.","start":473.39502,"end":478.00998,"sentiment":"neutral","sentiment_score":-0.023952390688161056}],"sentiment":"neutral","sentiment_score":-0.1463536707063516,"channel":0,"num_words":27,"start":464.035,"end":478.00998},{"sentences":[{"text":"Okay.","start":479.41998,"end":479.91998,"sentiment":"neutral","sentiment_score":-0.00931786373257637},{"text":"So what is there an","start":480.22,"end":481.18,"sentiment":"neutral","sentiment_score":-0.008585410006344319}],"sentiment":"neutral","sentiment_score":-0.008707485627382994,"channel":1,"num_words":6,"start":479.41998,"end":481.18},{"sentences":[{"text":"Yeah.","start":481.11,"end":481.61,"sentiment":"neutral","sentiment_score":-0.013504229485988615}],"sentiment":"neutral","sentiment_score":-0.013504229485988615,"channel":0,"num_words":1,"start":481.11,"end":481.61},{"sentences":[{"text":"issue with what?","start":481.18,"end":482.31998,"sentiment":"neutral","sentiment_score":-0.023114555204908054}],"sentiment":"neutral","sentiment_score":-0.023114555204908054,"channel":1,"num_words":3,"start":481.18,"end":482.31998},{"sentences":[{"text":"Actually, there is an issue about the GEO IP location, but we're working on it right now.","start":484.31,"end":491.985,"sentiment":"neutral","sentiment_score":-0.05415778103120187},{"text":"And we should be expect we're expecting it to be resolved within this day.","start":493.00497,"end":498.54498,"sentiment":"neutral","sentiment_score":-0.0037496639831390765}],"sentiment":"neutral","sentiment_score":-0.03139282494497996,"channel":0,"num_words":31,"start":484.31,"end":498.54498},{"sentences":[{"text":"Wait.","start":500.48,"end":500.80002,"sentiment":"neutral","sentiment_score":0.0027153482660651207},{"text":"Is that for everyone","start":500.80002,"end":502.0,"sentiment":"neutral","sentiment_score":0.009108521044254303}],"sentiment":"neutral","sentiment_score":0.007829886488616466,"channel":1,"num_words":5,"start":500.48,"end":502.0},{"sentences":[{"text":"Yeah.","start":501.63,"end":502.13,"sentiment":"neutral","sentiment_score":0.008121926337480545}],"sentiment":"neutral","sentiment_score":0.008121926337480545,"channel":0,"num_words":1,"start":501.63,"end":502.13},{"sentences":[{"text":"or just specific to me?","start":502.0,"end":503.78,"sentiment":"neutral","sentiment_score":0.012888435646891594}],"sentiment":"neutral","sentiment_score":0.012888435646891594,"channel":1,"num_words":5,"start":502.0,"end":503.78},{"sentences":[{"text":"Yeah.","start":503.47,"end":503.71,"sentiment":"neutral","sentiment_score":0.027946703135967255},{"text":"Actually, this is for everyone, a super network customer.","start":503.71,"end":508.29,"sentiment":"neutral","sentiment_score":0.09100588907798131}],"sentiment":"neutral","sentiment_score":0.0846999704837799,"channel":0,"num_words":10,"start":503.47,"end":508.29},{"sentences":[{"text":"Okay.","start":509.76,"end":510.26,"sentiment":"neutral","sentiment_score":0.03245598077774048}],"sentiment":"neutral","sentiment_score":0.03245598077774048,"channel":1,"num_words":1,"start":509.76,"end":510.26},{"sentences":[{"text":"May I know also since when did you experience this?","start":509.87,"end":513.165,"sentiment":"neutral","sentiment_score":0.018501036427915098}],"sentiment":"neutral","sentiment_score":0.018501036427915098,"channel":0,"num_words":10,"start":509.87,"end":513.165},{"sentences":[{"text":"Well, my Internet hasn't always been good since the day I started.","start":513.855,"end":518.335,"sentiment":"neutral","sentiment_score":-0.28362898031870526},{"text":"My kids always complain they can't get on to any, like, Internet connection on their gaming.","start":518.335,"end":526.42004,"sentiment":"negative","sentiment_score":-0.4147127829492092},{"text":"It's very laggy.","start":526.64,"end":527.86005,"sentiment":"negative","sentiment_score":-0.6662435134251913},{"text":"So I don't know.","start":528.0,"end":529.06,"sentiment":"negative","sentiment_score":-0.4239052087068558},{"text":"I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge.","start":529.28,"end":537.565,"sentiment":"neutral","sentiment_score":-0.1753302613273263}],"sentiment":"neutral","sentiment_score":-0.3134528889574788,"channel":1,"num_words":55,"start":513.855,"end":537.565},{"sentences":[{"text":"Because I've always had issues, but I just haven't had time to to ring and","start":537.565,"end":543.40497,"sentiment":"negative","sentiment_score":-0.37251837650934855}],"sentiment":"negative","sentiment_score":-0.37251837650934855,"channel":1,"num_words":15,"start":537.565,"end":543.40497},{"sentences":[{"text":"Mhmm.","start":543.165,"end":543.665,"sentiment":"neutral","sentiment_score":-0.3151039183139801}],"sentiment":"neutral","sentiment_score":-0.3151039183139801,"channel":0,"num_words":1,"start":543.165,"end":543.665},{"sentences":[{"text":"make a complaint because yeah.","start":543.40497,"end":546.685,"sentiment":"negative","sentiment_score":-0.37335845828056335},{"text":"I'm gonna have","start":546.685,"end":548.125,"sentiment":"negative","sentiment_score":-0.5536738236745199}],"sentiment":"negative","sentiment_score":-0.44097672030329704,"channel":1,"num_words":8,"start":543.40497,"end":548.125},{"sentences":[{"text":"Yep.","start":547.96497,"end":548.46497,"sentiment":"negative","sentiment_score":-0.5062610507011414}],"sentiment":"negative","sentiment_score":-0.5062610507011414,"channel":0,"num_words":1,"start":547.96497,"end":548.46497},{"sentences":[{"text":"to go through another provider because it's always been very disappointing.","start":548.125,"end":551.825,"sentiment":"negative","sentiment_score":-0.6174084408716722},{"text":"Yeah.","start":552.9,"end":553.4,"sentiment":"neutral","sentiment_score":-0.08623677492141724}],"sentiment":"negative","sentiment_score":-0.5731441353758177,"channel":1,"num_words":12,"start":548.125,"end":553.4},{"sentences":[{"text":"Yeah.","start":553.32495,"end":553.64496,"sentiment":"neutral","sentiment_score":-0.04575715214014053},{"text":"I understand.","start":553.64496,"end":554.305,"sentiment":"neutral","sentiment_score":-0.017218278720974922},{"text":"So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because,","start":554.605,"end":563.88,"sentiment":"neutral","sentiment_score":0.011158707551658154}],"sentiment":"neutral","sentiment_score":0.005991896995427934,"channel":0,"num_words":22,"start":553.32495,"end":563.88},{"sentences":[{"text":"Sorry.","start":563.86005,"end":564.18005,"sentiment":"neutral","sentiment_score":-0.05251491069793701},{"text":"How","start":564.18005,"end":564.42004,"sentiment":"neutral","sentiment_score":-0.038734421133995056}],"sentiment":"neutral","sentiment_score":-0.045624665915966034,"channel":1,"num_words":2,"start":563.86005,"end":564.42004},{"sentences":[{"text":"I think,","start":564.38,"end":564.92,"sentiment":"neutral","sentiment_score":-0.04126899130642414}],"sentiment":"neutral","sentiment_score":-0.04126899130642414,"channel":0,"num_words":2,"start":564.38,"end":564.92},{"sentences":[{"text":"much?","start":564.42004,"end":564.9,"sentiment":"neutral","sentiment_score":-0.03680236265063286},{"text":"Over what?","start":564.9,"end":565.635,"sentiment":"neutral","sentiment_score":-0.027998787350952625}],"sentiment":"neutral","sentiment_score":-0.030933312450846035,"channel":1,"num_words":3,"start":564.42004,"end":565.635},{"sentences":[{"text":"you should be getting 500 mbps","start":567.22003,"end":571.4,"sentiment":"neutral","sentiment_score":-0.027326830352346104}],"sentiment":"neutral","sentiment_score":-0.027326830352346104,"channel":0,"num_words":6,"start":567.22003,"end":571.4},{"sentences":[{"text":"So","start":572.195,"end":572.515,"sentiment":"neutral","sentiment_score":-0.05598970875144005}],"sentiment":"neutral","sentiment_score":-0.05598970875144005,"channel":1,"num_words":1,"start":572.195,"end":572.515},{"sentences":[{"text":"because","start":572.415,"end":572.915,"sentiment":"neutral","sentiment_score":-0.08930482715368271}],"sentiment":"neutral","sentiment_score":-0.08930482715368271,"channel":0,"num_words":1,"start":572.415,"end":572.915},{"sentences":[{"text":"when I 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s m b s.","start":574.59503,"end":579.735,"sentiment":"neutral","sentiment_score":-0.07865577563643456}],"sentiment":"neutral","sentiment_score":-0.07865577563643456,"channel":1,"num_words":10,"start":574.59503,"end":579.735},{"sentences":[{"text":"Yeah.","start":580.895,"end":581.215,"sentiment":"neutral","sentiment_score":-0.07023678719997406},{"text":"So that's quite low for the expected speed 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correct.","start":834.525,"end":835.165,"sentiment":"neutral","sentiment_score":0.055128224194049835},{"text":"Because we'll also see it on our end that the service is churn out.","start":835.165,"end":841.39,"sentiment":"neutral","sentiment_score":-0.08728175024901118},{"text":"That means the customer has another a different 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is?","start":849.48505,"end":852.54504,"sentiment":"neutral","sentiment_score":-0.007628580762280358}],"sentiment":"neutral","sentiment_score":-0.007628580762280358,"channel":1,"num_words":9,"start":849.48505,"end":852.54504},{"sentences":[{"text":"Yeah.","start":853.47,"end":853.97,"sentiment":"neutral","sentiment_score":0.009113148786127567}],"sentiment":"neutral","sentiment_score":0.009113148786127567,"channel":0,"num_words":1,"start":853.47,"end":853.97},{"sentences":[{"text":"And then they can","start":854.36505,"end":855.24506,"sentiment":"neutral","sentiment_score":0.005494139972142875}],"sentiment":"neutral","sentiment_score":0.005494139972142875,"channel":1,"num_words":4,"start":854.36505,"end":855.24506},{"sentences":[{"text":"Did","start":855.095,"end":855.415,"sentiment":"neutral","sentiment_score":0.009231257252395151}],"sentiment":"neutral","sentiment_score":0.009231257252395151,"channel":0,"num_words":1,"start":855.095,"end":855.415},{"sentences":[{"text":"connect","start":855.24506,"end":855.645,"sentiment":"neutral","sentiment_score":0.022491425275802612}],"sentiment":"neutral","sentiment_score":0.022491425275802612,"channel":1,"num_words":1,"start":855.24506,"end":855.645},{"sentences":[{"text":"you have","start":855.415,"end":855.895,"sentiment":"neutral","sentiment_score":0.00786234950646758}],"sentiment":"neutral","sentiment_score":0.00786234950646758,"channel":0,"num_words":2,"start":855.415,"end":855.895},{"sentences":[{"text":"to that router?","start":855.645,"end":856.625,"sentiment":"neutral","sentiment_score":0.016978888772428036}],"sentiment":"neutral","sentiment_score":0.016978888772428036,"channel":1,"num_words":3,"start":855.645,"end":856.625},{"sentences":[{"text":"yeah.","start":857.735,"end":858.235,"sentiment":"neutral","sentiment_score":0.022975491359829903},{"text":"You can use that router with other ISP.","start":858.375,"end":862.71497,"sentiment":"neutral","sentiment_score":0.022840443067252636}],"sentiment":"neutral","sentiment_score":0.022855448433094554,"channel":0,"num_words":9,"start":857.735,"end":862.71497},{"sentences":[{"text":"Okay.","start":864.17,"end":864.67,"sentiment":"neutral","sentiment_score":0.0038686301559209824},{"text":"Alright.","start":864.89,"end":865.29004,"sentiment":"neutral","sentiment_score":0.01622653380036354},{"text":"No worries.","start":865.29004,"end":866.11,"sentiment":"neutral","sentiment_score":0.001467231661081314},{"text":"Okay.","start":867.13,"end":867.45,"sentiment":"neutral","sentiment_score":-0.048358555883169174},{"text":"I'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest.","start":867.45,"end":873.87,"sentiment":"neutral","sentiment_score":-0.21801047937737572}],"sentiment":"neutral","sentiment_score":-0.17171815466945586,"channel":1,"num_words":23,"start":864.17,"end":873.87},{"sentences":[{"text":"Yeah.","start":874.7,"end":875.02,"sentiment":"neutral","sentiment_score":-0.2822665870189667},{"text":"I'm really sorry for the frustration","start":875.02,"end":876.96,"sentiment":"negative","sentiment_score":-0.46973909934361774}],"sentiment":"negative","sentiment_score":-0.4429573118686676,"channel":0,"num_words":7,"start":874.7,"end":876.96},{"sentences":[{"text":"So I don't","start":876.805,"end":877.365,"sentiment":"negative","sentiment_score":-0.4669313033421834}],"sentiment":"negative","sentiment_score":-0.4669313033421834,"channel":1,"num_words":3,"start":876.805,"end":877.365},{"sentences":[{"text":"and","start":877.26,"end":877.76,"sentiment":"negative","sentiment_score":-0.433514416217804}],"sentiment":"negative","sentiment_score":-0.433514416217804,"channel":0,"num_words":1,"start":877.26,"end":877.76},{"sentences":[{"text":"wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet.","start":877.365,"end":887.125,"sentiment":"negative","sentiment_score":-0.4663285289491926},{"text":"So I refuse to pay for 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you","start":891.0,"end":891.24,"sentiment":"neutral","sentiment_score":-0.12660745158791542}],"sentiment":"neutral","sentiment_score":-0.12660745158791542,"channel":1,"num_words":2,"start":891.0,"end":891.24},{"sentences":[{"text":"understand.","start":891.175,"end":891.675,"sentiment":"neutral","sentiment_score":-0.08580794185400009}],"sentiment":"neutral","sentiment_score":-0.08580794185400009,"channel":0,"num_words":1,"start":891.175,"end":891.675},{"sentences":[{"text":"put a note can you put a note on your system that I will not make payment for that $89.95?","start":891.24,"end":896.86,"sentiment":"neutral","sentiment_score":-0.13400409370660782}],"sentiment":"neutral","sentiment_score":-0.13400409370660782,"channel":1,"num_words":20,"start":891.24,"end":896.86},{"sentences":[{"text":"Yeah.","start":897.45,"end":897.95,"sentiment":"neutral","sentiment_score":-0.003160182386636734},{"text":"Take a note on that and inform our accounts department about our call 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anyway.","start":920.8509,"end":921.8309,"sentiment":"positive","sentiment_score":0.37657997012138367}],"sentiment":"neutral","sentiment_score":0.27871647849678993,"channel":1,"num_words":4,"start":920.45087,"end":921.8309},{"sentences":[{"text":"thanks.","start":922.545,"end":923.025,"sentiment":"positive","sentiment_score":0.44739848375320435},{"text":"Yeah.","start":923.025,"end":923.34503,"sentiment":"neutral","sentiment_score":0.28182628750801086},{"text":"Thank you, and","start":923.34503,"end":924.565,"sentiment":"positive","sentiment_score":0.4908113479614258}],"sentiment":"positive","sentiment_score":0.4403317630290985,"channel":0,"num_words":5,"start":922.545,"end":924.565},{"sentences":[{"text":"Alright.","start":924.6109,"end":925.1109,"sentiment":"positive","sentiment_score":0.37027668952941895}],"sentiment":"positive","sentiment_score":0.37027668952941895,"channel":1,"num_words":1,"start":924.6109,"end":925.1109},{"sentences":[{"text":"bye for now.","start":924.705,"end":925.685,"sentiment":"neutral","sentiment_score":0.26545871297518414}],"sentiment":"neutral","sentiment_score":0.26545871297518414,"channel":0,"num_words":3,"start":924.705,"end":925.685},{"sentences":[{"text":"Bye.","start":925.89087,"end":926.39087,"sentiment":"neutral","sentiment_score":-0.10036401450634004}],"sentiment":"neutral","sentiment_score":-0.10036401450634004,"channel":1,"num_words":1,"start":925.89087,"end":926.39087}]},"summary":{"result":"success","short":"Linda contacts Erto tech support to cancel her internet connection and change providers due to lagging internet. The representative explains that the issue is specific to everyone and will be addressed by the back-end team. The agent advises Linda to cancel her service and inform her about the situation, but also mentions that they are canceling Airtel and that they are not experiencing any issues. The agent suggests canceling the service and informing the customer about another provider if they decide to keep the service."},"intents":{"segments":[{"text":"This is Marie from Erto tech support. How can I assist you today? Hi.","start_word":3,"end_word":16,"intents":[{"intent":"Request assistance","confidence_score":0.029402077},{"intent":"Request assistance","confidence_score":0.018700946}]},{"text":"Actually, there is an issue about the GEO IP location, but we're working on it right now. And we should be expect we're expecting it to be resolved within this day. Wait.","start_word":349,"end_word":380,"intents":[{"intent":"Resolve geo ip location issue","confidence_score":0.012913686}]},{"text":"If And I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider? we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account. Yeah. But if you want to cancel the service, just inform us, and we can cancel it ASAP. Okay.","start_word":746,"end_word":820,"intents":[{"intent":"Cancel service","confidence_score":0.12752831}]},{"text":"So if I wanna cancel, what time I use open tool?","start_word":1015,"end_word":1025,"intents":[{"intent":"Cancel service","confidence_score":0.30662405}]},{"text":"So We can you understand. put a note can you put a note on your system that I will not make payment for that $89.95? Yeah.","start_word":1232,"end_word":1257,"intents":[{"intent":"Request payment information","confidence_score":0.000047076075}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Marie from Erto tech support. How can I assist you today? Hi. How are you going? Mhmm. Yes.","start_word":0,"end_word":22,"sentiment":"neutral","sentiment_score":0.22782285511493683},{"text":"I'm good. Thanks for asking.","start_word":23,"end_word":27,"sentiment":"positive","sentiment_score":0.520606279373169},{"text":"How are you? Yeah. Not too bad. I'm just calling in regards to my Internet. So I'm with Airtel and have been, but before I cancel my services, I thought I would ring up just to let you know that the Internet hasn't been very good at all Mhmm. in my in my premises.","start_word":28,"end_word":81,"sentiment":"neutral","sentiment_score":-0.11451906710863112},{"text":"I don't know if there's anything that you can do to to support the speed of the Internet connection, but it just fails to connect to anything at home.","start_word":82,"end_word":110,"sentiment":"negative","sentiment_score":-0.36816778779029846},{"text":"Mhmm.","start_word":111,"end_word":111,"sentiment":"neutral","sentiment_score":-0.29632461071014404},{"text":"And even if it does connect, it's just very slow and laggy. So I'm about to change Internet providers, but I guess I wanted to get the opportunity from you to see whether or not you can look at my plan, maybe, you know, see what you can do in terms of the Internet service and speed that I'm receiving at the moment because I'm paying, like, $90 a month, and it's not worth it because I'm not getting what I need.","start_word":112,"end_word":193,"sentiment":"negative","sentiment_score":-0.45014163851737976},{"text":"Mhmm. So can you Okay. help me, or would you rather me cancel? Yeah. Let me just track your account. May I know your full name, please? Yeah. Linda, l I n d a. My surname is h a, k k, o u, m for Mary. Okay. Linda Hakum. Yep. Okay. Hang on. Is it okay if I put you on hold? Let me just review your account. Yeah. Sure. Thank you. Okay. Hang on. Hello, Linda? Hello? Yes. Hello, Linda? Yes. Yes. Hello. Thank you for waiting. So is it okay if I give you a callback to explain regarding your speed issue? Because as of the moment, we're facing issue about the GEO IP location mismatches. So that might be affecting your speed performance, but we're not sure about that yet. So we'll coordinate your concern with the back end team to confirm. Okay. So what is there an Yeah. issue with what? Actually, there is an issue about the GEO IP location, but we're working on it right now. And we should be expect we're expecting it to be resolved within this day. Wait. Is that for everyone Yeah. or just specific to me? Yeah. Actually, this is for everyone, a super network customer. Okay. May I know also since when did you experience this? Well, my Internet hasn't always been good since the day I started.","start_word":194,"end_word":423,"sentiment":"neutral","sentiment_score":-0.04307248757585235},{"text":"My kids always complain they can't get on to any, like, Internet connection on their gaming. It's very laggy. So I don't know.","start_word":424,"end_word":446,"sentiment":"negative","sentiment_score":-0.4579446017742157},{"text":"I think you need to upgrade me to a better plan that's gonna have more speed at no extra charge.","start_word":447,"end_word":466,"sentiment":"neutral","sentiment_score":-0.15768209099769592},{"text":"Because I've always had issues, but I just haven't had time to to ring and Mhmm. make a complaint because yeah. I'm gonna have Yep. to go through another provider because it's always been very disappointing.","start_word":467,"end_word":502,"sentiment":"negative","sentiment_score":-0.46487537026405334},{"text":"Yeah. Yeah. I understand. So, actually, upon checking your account, yours you should be getting a speed of 500 over 500 mbps because, Sorry. How I think, much? Over what? you should be getting 500 mbps So because when I do my speed after test, it only mhmm. gives me set 16.22 m p s m b s. Yeah. So that's quite low for the expected speed that Of is course. recorded on our end. Yeah. So I think this is connected with the KOIP location issue. Yeah.","start_word":503,"end_word":590,"sentiment":"neutral","sentiment_score":-0.07291003316640854},{"text":"It's it's not good.","start_word":591,"end_word":594,"sentiment":"negative","sentiment_score":-0.5374129414558411},{"text":"So alright. And Well about mhmm. yeah. And about that issue, actually, we're facing it since this March started. Mhmm. Yeah. And And we're we did at the not end expect of March it now. yeah. We because we did not expect the issue to be experienced for a long period of time because we did an upgrade, and there's some issue Yeah. But how come this is not after. communicated? Do you know what I mean? Like, there's been no communication. We're living off the Internet that Mhmm. Yeah. We understand your frustration, but, actually, our we've informed our customer about this since March. We did send the notification regarding this via email, but we're not sending another updated email again because the issue is still not resolved. Okay. Still Well, that's in a progress. long time Yeah.","start_word":595,"end_word":733,"sentiment":"neutral","sentiment_score":-0.2109515644449124},{"text":"for not to be resolved. That's a very long time.","start_word":734,"end_word":743,"sentiment":"negative","sentiment_score":-0.4076775312423706},{"text":"Yeah. Actually. If And I go through another service provider, do I need to let you know that I wanna cancel my cancel, or how does it work if I go through another provider? we're Actually, it's best if you'll inform us that you'll be canceling, and we totally respect what you decide to do with your account. Yeah. But if you want to cancel the service, just inform us, and we can cancel it ASAP. Okay. So Then via what phone just call or email? Actually, both ways will do either email or but it's it's best if you will give us a phone call. Okay. Yeah. To to cancel the service. Because I just I mean, even just alright. March has been really bad, but even before that, like, it's always been not performing great. So even though I'm paying $90 a month, which I think is still quite high, I'm not getting I'm not getting the download speeds that I should be getting paying on that plan. So even if I was to upgrade my plan to one which is 250 speeds download or whatever your next plan is, am I even gonna get that that level of, you know, service?","start_word":744,"end_word":947,"sentiment":"neutral","sentiment_score":-0.14314574003219604},{"text":"Actually, regarding I also do not want you to do an upgrade, especially now that we're facing an issue because that might be not work as well.","start_word":948,"end_word":974,"sentiment":"negative","sentiment_score":-0.4440802931785583},{"text":"Yeah. Yep. So is this just Airtel or is this all providers having this issue? Actually, it's just us, Erdo. This is an issue from our engineering and back end team. Network has nothing Okay. to do with this. Yeah. So if I wanna cancel, what time I use open tool? Because I need to get a new new provider, but I'm not at home at the moment. So are you operating, like, after hours if I cancel? What time? Actually, your office hour is 9AM to 6PM. Okay. So if I Yeah. go with another Hello? provider, I don't need to call you first because they can just connect me, and then I can Yes. call you the next day. Mhmm. Yeah. That's correct. Because we'll also see it on our end that the service is churn out. That means the customer has another a different provider. Mhmm. Mhmm. And the router would just remain as it is? Yeah. And then they can Did connect you have to that router? yeah. You can use that router with other ISP. Okay. Alright. No worries. Okay. I'm gonna have to do that because I haven't really experienced good service from Airtel, to be honest. Yeah.","start_word":975,"end_word":1178,"sentiment":"neutral","sentiment_score":-0.07149907793192302},{"text":"I'm really sorry for the frustration So I don't and wanna, like, I don't wanna I I got an invoice today to pay my bill, but you need to waive those costs because I barely use the Internet and been able to use the Internet. So I refuse to pay for that.","start_word":1179,"end_word":1230,"sentiment":"negative","sentiment_score":-0.4759850800037384},{"text":"Yeah. So We can you understand. put a note can you put a note on your system that I will not make payment for that $89.95? Yeah. Take a note on that and inform our accounts department about our call today. Yes, please. Yep, please.","start_word":1231,"end_word":1275,"sentiment":"neutral","sentiment_score":-0.07006671279668808},{"text":"Because I'm consistently paying on time every month, but I'm not getting the service. I've got children at home that can't use the Internet. I can't work from home. It's just causing a big mess at the moment.","start_word":1276,"end_word":1313,"sentiment":"negative","sentiment_score":-0.537303028922332},{"text":"Yeah. We Okay.","start_word":1314,"end_word":1316,"sentiment":"neutral","sentiment_score":-0.14032675325870514},{"text":"Thank you anyway. thanks.","start_word":1317,"end_word":1320,"sentiment":"positive","sentiment_score":0.3780127167701721},{"text":"Yeah.","start_word":1321,"end_word":1321,"sentiment":"neutral","sentiment_score":0.28182628750801086},{"text":"Thank you, and Alright.","start_word":1322,"end_word":1325,"sentiment":"positive","sentiment_score":0.4319353997707367},{"text":"bye for now. Bye.","start_word":1326,"end_word":1329,"sentiment":"neutral","sentiment_score":0.2360385060310364}],"average":{"sentiment":"neutral","sentiment_score":-0.16732706269374162}}}}