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I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our tech team so they can check this out. And you said you're talking to one of our rep. Is this recently? Mhmm. Oh, okay. Okay. I got it. Let me just go ahead and check here. Because I let me check what have you received during the time that you signed up. Okay? One moment here. Yeah. I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed up. But, anyways, I do I do understand your concern. So, basically, your Internet, it's constantly drops up. Oh, sure. Go ahead. What have you received? Okay. Alright. And I just wanted to make sure that we are looking on the right account here. I'm speaking to Chantal. Right? Marsden. Okay. Got it. I will ask our tech rep to check this for you. I do believe they will ask to send a picture of your router. In that way, we can verify and validate this. And this rep will be available tomorrow. She's on leave right now. But rest assured, I will endorse your concern to our tech rep. In that way, they could reach out to you, Chantal. I understand that. I I do understand where you're coming from. And, nothing to worry. The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and also your Internet. Okay? Because they they can also we can sort this out yes tomorrow. Okay? Because right now, she's out from the office. Sorry. What's the name? And what's the last four digits of the phone number that you're receiving a a message or a response? Yeah. 3744. Okay. And what's the name of the rep? Dom. Oh, got it. Okay. I got it. I've already took note of what have you said, and this will be communicated to our tech rep. And rest assured, they will reach out to you tomorrow to sort this out, Shantel. Okay? You're Yeah. You you sign on July 18. I believe you do have also this copy of your order you signed on for, Nolyn Hamm contract. And then Yes. Yes. I can send it to you. Okay? I'm just trying to state the details, but I can send it to your email address. Nothing to worry. Shortly, you will receive this for your reference. Okay? You're welcome. Oh, sure. Thank you. Have a good one. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Got it.\n\nHere's what I'm going to do. I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our tech team so they can check this out. And you said you're talking to one of our rep. Is this recently? Mhmm.\n\nOh, okay. Okay. I got it. Let me just go ahead and check here. Because I let me check what have you received during the time that you signed up.\n\nOkay? One moment here. Yeah. I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed up. But, anyways, I do I do understand your concern.\n\nSo, basically, your Internet, it's constantly drops up. Oh, sure. Go ahead. What have you received? Okay.\n\nAlright. And I just wanted to make sure that we are looking on the right account here. I'm speaking to Chantal. Right? Marsden.\n\nOkay. Got it. I will ask our tech rep to check this for you. I do believe they will ask to send a picture of your router. In that way, we can verify and validate this.\n\nAnd this rep will be available tomorrow. She's on leave right now. But rest assured, I will endorse your concern to our tech rep. In that way, they could reach out to you, Chantal. I understand that.\n\nI I do understand where you're coming from. And, nothing to worry. The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and also your Internet. Okay? Because they they can also we can sort this out yes tomorrow.\n\nOkay? Because right now, she's out from the office. Sorry. What's the name? And what's the last four digits of the phone number that you're receiving a a message or a response?\n\nYeah. 3744. Okay. And what's the name of the rep? Dom.\n\nOh, got it. Okay. I got it. I've already took note of what have you said, and this will be communicated to our tech rep. And rest assured, they will reach out to you tomorrow to sort this out, Shantel.\n\nOkay? You're Yeah. You you sign on July 18. I believe you do have also this copy of your order you signed on for, Nolyn Hamm contract. And then Yes.\n\nYes. I can send it to you. Okay? I'm just trying to state the details, but I can send it to your email address. Nothing to worry.\n\nShortly, you will receive this for your reference. Okay? You're welcome. Oh, sure. Thank you.\n\nHave a good one. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.4399999,"sentiment":"neutral","sentiment_score":0.234849750995636},{"text":"Good afternoon.","start":1.4399999,"end":2.1799998,"sentiment":"positive","sentiment_score":0.4514324367046356},{"text":"Thank you so much for calling your account.","start":2.24,"end":4.16,"sentiment":"positive","sentiment_score":0.6987086832523346},{"text":"How may I help you today?","start":4.16,"end":5.63,"sentiment":"positive","sentiment_score":0.5645866543054581},{"text":"Got it.","start":55.59,"end":56.33,"sentiment":"neutral","sentiment_score":-0.03298251051455736}],"sentiment":"positive","sentiment_score":0.5288915260645904,"num_words":19,"start":1.1999999,"end":56.33},{"sentences":[{"text":"Here's what I'm going to do.","start":56.39,"end":57.99,"sentiment":"neutral","sentiment_score":0.028190964522461098},{"text":"I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our 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here.","start":119.380005,"end":121.48,"sentiment":"neutral","sentiment_score":-0.0035319835878908634},{"text":"Because I let me check what have you received during the time that you signed up.","start":121.62,"end":128.985,"sentiment":"neutral","sentiment_score":-0.006464113248512149}],"sentiment":"neutral","sentiment_score":-0.016812540777027606,"num_words":30,"start":81.604996,"end":128.985},{"sentences":[{"text":"Okay?","start":129.125,"end":129.625,"sentiment":"neutral","sentiment_score":0.0070338863879442215},{"text":"One moment here.","start":130.565,"end":131.865,"sentiment":"neutral","sentiment_score":0.0018785931169986749},{"text":"Yeah.","start":141.98999,"end":142.23,"sentiment":"neutral","sentiment_score":-0.11733447015285492},{"text":"I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed up.","start":142.23,"end":168.23,"sentiment":"neutral","sentiment_score":0.001869507922733925},{"text":"But, anyways, I do I do understand your concern.","start":168.37,"end":172.87,"sentiment":"neutral","sentiment_score":-0.0757950349814362}],"sentiment":"neutral","sentiment_score":-0.011035146524331399,"num_words":63,"start":129.125,"end":172.87},{"sentences":[{"text":"So, basically, your Internet, it's constantly drops up.","start":173.40999,"end":178.79,"sentiment":"neutral","sentiment_score":-0.22544829966500401},{"text":"Oh, sure.","start":179.60501,"end":180.16501,"sentiment":"neutral","sentiment_score":-0.06216642074286938},{"text":"Go ahead.","start":180.16501,"end":180.90501,"sentiment":"neutral","sentiment_score":-0.039191022515296936},{"text":"What have you received?","start":183.365,"end":184.425,"sentiment":"neutral","sentiment_score":-0.11705890111625195},{"text":"Okay.","start":196.19,"end":196.69,"sentiment":"neutral","sentiment_score":-0.09329003840684892}],"sentiment":"neutral","sentiment_score":-0.15104864274754243,"num_words":17,"start":173.40999,"end":196.69},{"sentences":[{"text":"Alright.","start":205.91501,"end":206.155,"sentiment":"neutral","sentiment_score":0.02583501860499382},{"text":"And I just wanted to make sure that we are looking on the right account here.","start":206.155,"end":210.55501,"sentiment":"neutral","sentiment_score":0.034748014295473695},{"text":"I'm speaking to Chantal.","start":210.55501,"end":211.85501,"sentiment":"neutral","sentiment_score":0.015317326877266169},{"text":"Right?","start":211.99501,"end":212.49501,"sentiment":"neutral","sentiment_score":0.018642522394657135},{"text":"Marsden.","start":212.63501,"end":213.13501,"sentiment":"neutral","sentiment_score":0.006852061953395605}],"sentiment":"neutral","sentiment_score":0.029068136486508276,"num_words":23,"start":205.91501,"end":213.13501},{"sentences":[{"text":"Okay.","start":213.99501,"end":214.49501,"sentiment":"neutral","sentiment_score":-0.007268993183970451},{"text":"Got it.","start":214.795,"end":215.535,"sentiment":"neutral","sentiment_score":-0.1884699985384941},{"text":"I will ask our tech rep to check this for you.","start":218.07501,"end":222.59001,"sentiment":"neutral","sentiment_score":-0.120687142691829},{"text":"I do believe they will ask to send a picture of your router.","start":222.59001,"end":227.41,"sentiment":"neutral","sentiment_score":-0.0075015831165588815},{"text":"In that way, we can verify and validate this.","start":227.79001,"end":230.93001,"sentiment":"neutral","sentiment_score":0.12972138739294475}],"sentiment":"neutral","sentiment_score":-0.01782765705138445,"num_words":36,"start":213.99501,"end":230.93001},{"sentences":[{"text":"And this rep will be available tomorrow.","start":231.31001,"end":236.415,"sentiment":"neutral","sentiment_score":0.12988862075975963},{"text":"She's on leave right now.","start":237.11499,"end":239.375,"sentiment":"neutral","sentiment_score":0.019459493458271027},{"text":"But rest assured, I will endorse your concern to our tech rep.","start":239.435,"end":244.25499,"sentiment":"neutral","sentiment_score":0.10590158092478912},{"text":"In that way, they could reach out to you, Chantal.","start":244.47499,"end":247.69499,"sentiment":"neutral","sentiment_score":0.05718795023858547},{"text":"I understand that.","start":298.515,"end":299.55502,"sentiment":"neutral","sentiment_score":-0.18733965357144675}],"sentiment":"neutral","sentiment_score":0.06181614392915288,"num_words":37,"start":231.31001,"end":299.55502},{"sentences":[{"text":"I I do understand where you're coming from.","start":299.55502,"end":301.89502,"sentiment":"neutral","sentiment_score":-0.08523342665284872},{"text":"And, nothing to worry.","start":302.27502,"end":303.71503,"sentiment":"neutral","sentiment_score":0.021964651066809893},{"text":"The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and also your Internet.","start":303.71503,"end":317.12,"sentiment":"neutral","sentiment_score":0.20400487168063952},{"text":"Okay?","start":317.12,"end":317.62,"sentiment":"neutral","sentiment_score":0.04174209013581276},{"text":"Because they they can also we can sort this out yes tomorrow.","start":317.84,"end":322.525,"sentiment":"neutral","sentiment_score":0.1475281643991669}],"sentiment":"neutral","sentiment_score":0.14691589317996712,"num_words":68,"start":299.55502,"end":322.525},{"sentences":[{"text":"Okay?","start":322.525,"end":322.76498,"sentiment":"neutral","sentiment_score":0.06940120458602905},{"text":"Because right now, she's out from the office.","start":322.76498,"end":326.78497,"sentiment":"neutral","sentiment_score":0.00914183130953461},{"text":"Sorry.","start":335.9,"end":336.22,"sentiment":"neutral","sentiment_score":-0.04209980368614197},{"text":"What's the name?","start":336.22,"end":337.2,"sentiment":"neutral","sentiment_score":-0.04060894995927811},{"text":"And what's the last four digits of the phone number that you're receiving a a message or a response?","start":429.725,"end":435.585,"sentiment":"neutral","sentiment_score":-0.035941808533511664}],"sentiment":"neutral","sentiment_score":-0.02200891126994975,"num_words":32,"start":322.525,"end":435.585},{"sentences":[{"text":"Yeah.","start":439.48502,"end":439.98502,"sentiment":"neutral","sentiment_score":-0.007950393483042717},{"text":"3744.","start":441.33002,"end":442.77002,"sentiment":"neutral","sentiment_score":0.004849396180361509},{"text":"Okay.","start":442.77002,"end":443.25,"sentiment":"neutral","sentiment_score":0.00904565304517746},{"text":"And what's the name of the rep?","start":443.25,"end":445.43,"sentiment":"neutral","sentiment_score":-0.0016094082301216467},{"text":"Dom.","start":446.37,"end":446.87,"sentiment":"neutral","sentiment_score":-0.0060186018235981464}],"sentiment":"neutral","sentiment_score":-0.0010308912447230382,"num_words":11,"start":439.48502,"end":446.87},{"sentences":[{"text":"Oh, got it.","start":447.25,"end":448.23,"sentiment":"neutral","sentiment_score":0.028344084819157917},{"text":"Okay.","start":493.58502,"end":494.065,"sentiment":"neutral","sentiment_score":0.002075284719467163},{"text":"I got it.","start":494.065,"end":494.70502,"sentiment":"neutral","sentiment_score":0.027527858813603718},{"text":"I've already took note of what have you said, and this will be communicated to our tech rep.","start":494.70502,"end":501.15002,"sentiment":"neutral","sentiment_score":0.08236757769352859},{"text":"And rest assured, they will reach out to you tomorrow to sort this out, Shantel.","start":501.15002,"end":505.81,"sentiment":"neutral","sentiment_score":0.09515715390443802}],"sentiment":"neutral","sentiment_score":0.07699162056669592,"num_words":40,"start":447.25,"end":505.81},{"sentences":[{"text":"Okay?","start":506.51,"end":507.01,"sentiment":"neutral","sentiment_score":0.196833074092865},{"text":"You're Yeah.","start":508.19,"end":516.525,"sentiment":"neutral","sentiment_score":0.029448076151311398},{"text":"You you sign on July 18.","start":516.525,"end":520.945,"sentiment":"neutral","sentiment_score":0.016191138109813135},{"text":"I believe you do have also this copy of your order you signed on for, Nolyn Hamm contract.","start":521.245,"end":529.94995,"sentiment":"neutral","sentiment_score":0.03478694117317597},{"text":"And then Yes.","start":530.49,"end":532.11,"sentiment":"neutral","sentiment_score":0.022724521656831104}],"sentiment":"neutral","sentiment_score":0.03490715203806758,"num_words":30,"start":506.51,"end":532.11},{"sentences":[{"text":"Yes.","start":532.97,"end":533.29,"sentiment":"neutral","sentiment_score":0.06311462819576263},{"text":"I can send it to you.","start":533.29,"end":534.32996,"sentiment":"neutral","sentiment_score":0.08161929125587146},{"text":"Okay?","start":534.32996,"end":534.64996,"sentiment":"neutral","sentiment_score":0.06126794219017029},{"text":"I'm just trying to state the details, but I can send it to your email address.","start":534.64996,"end":538.82996,"sentiment":"neutral","sentiment_score":0.06512218154966831},{"text":"Nothing to worry.","start":538.98505,"end":539.78503,"sentiment":"neutral","sentiment_score":0.12336661666631699}],"sentiment":"neutral","sentiment_score":0.07504270639684466,"num_words":27,"start":532.97,"end":539.78503},{"sentences":[{"text":"Shortly, you will receive this for your reference.","start":539.78503,"end":542.025,"sentiment":"neutral","sentiment_score":0.14840075932443142},{"text":"Okay?","start":542.025,"end":542.525,"sentiment":"neutral","sentiment_score":0.12819907069206238},{"text":"You're welcome.","start":545.22504,"end":545.965,"sentiment":"positive","sentiment_score":0.4513764977455139},{"text":"Oh, sure.","start":546.74506,"end":547.30505,"sentiment":"neutral","sentiment_score":0.20373035222291946},{"text":"Thank you.","start":547.30505,"end":547.945,"sentiment":"neutral","sentiment_score":0.2685365527868271}],"sentiment":"neutral","sentiment_score":0.21084613005320232,"num_words":15,"start":539.78503,"end":547.945},{"sentences":[{"text":"Have a good one.","start":547.945,"end":548.92505,"sentiment":"positive","sentiment_score":0.7899341583251953},{"text":"Bye.","start":551.30505,"end":551.80505,"sentiment":"neutral","sentiment_score":-0.08067069202661514}],"sentiment":"positive","sentiment_score":0.6158131882548332,"num_words":5,"start":547.945,"end":551.80505}]}}]},{"alternatives":[{"transcript":"Hi. I'm just calling up in regards to my account that I currently have with you. I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time. I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one. And then I also raised the question about how much I paid for it initially with you. He told me it was about $50 on the market to buy, and that's likely what's causing the problem with my Internet dropping out. Yeah. No. He he's been very helpful, and I think I contacted him about a week or two ago again. But I just feel it's a constant problem that I'm having, and I work from home. I'm also head of a global business that I'm trying to run here. And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings. So I do likely wanna, today, cancel my plan with you. I'll give you thirty days notice. But I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50. Yeah. Thank you. I think I paid, like, $330 or something from memory for this modem, which is very expensive. Let me just I didn't get the no. No. No. Sorry. Can I speak for a second? I did not receive the a X 3,000. That's not what I received. I received the EveryOneNet, which is modem, model number WR six XB1DashA zero. If I I know exactly what the a x three r the 3,000 is, and I if I received that, it would have been much better. But if that's not what I got. Correct. So I now feel like I've received the wrong modem. Yep. That's fine. Yes. Right. So yep. Okay. So I've got two issues here. One, that I'm likely gonna cancel my account. But secondly, if I was supposed to get the TP link, which is the a x 3,000 that you're talking about, I never received that, and hence why I think that's a bigger problem because I've paid substantial amount from the modem, which is 330. I could go buy one. I've got so in my head of operations, I've got an IT team, just so you're aware, and that's who has told me that I've been sort of ripped off here. But I yeah. I did not receive the t p link, which is the a x 3,000, which I should have received what you're saying. So if someone could get back to me because I'm quite frustrated with it now. Like, I'm going back and forth, back and forth. I know it's not your fault, but it is starting to actually have an impact on my job. Yeah. Mhmm. Sure. Okay. Can I just make note as well that your technician, I believe his name is Ian? Let me just I think it was Ian. Also, it did say if I could just one second. On the text message I've got here. Internet. Is it Ian? Let me just check. It's After hours, I think it was. Okay. So I actually had him log in to my computer because I lost Internet one day. And he's actually confirmed in I've got text messages here from him because I messaged him another day saying again that it was an issue. He logged in to my actual laptop and confirmed there was a problem. I believe he said he was logging in an issue. Trying to see. I'm just I can I've got plenty of back and forth messages here. Last four digits, did you say, is 3 744. So I believe he's oh, Dom. Sorry. Dom. Dom Dom. Dom. Yeah. He's been very helpful, but he's even aware. Like, as I said, he logged in to my laptop. There was severe problems with the whole Internet one day. We tried all these different things. We finally got it back, then it happened again. I'm just yeah. At this point, you know, I know somebody else in the industry who's willing to offer the, you know, a good deal with the same pricing and better speed. I understand I'm only on the $50.20. But it from what the technician said to me when they arrived today is the router is cheap. It's that's what's causing the problem. It's got nothing to do with the speed I'm on. It's the fact that I'm using this type of router, which is unheard of. You know, not many people are using it. Yeah. Yep. That's that. Thank you. I appreciate it. Can I just confirm, you said on my file that the router is the AX 3,000? Correct? Correct. Could you resend that to me? Could you resend that to me? Yep. Yes. Thank you very much. I appreciate it, and I look forward to getting the call tomorrow. Thanks. You too. 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I'm just calling up in regards to my account that I currently have with you. I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time. I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one. And then I also raised the question about how much I paid for it initially with you.\n\nHe told me it was about $50 on the market to buy, and that's likely what's causing the problem with my Internet dropping out. Yeah. No. He he's been very helpful, and I think I contacted him about a week or two ago again. But I just feel it's a constant problem that I'm having, and I work from home.\n\nI'm also head of a global business that I'm trying to run here. And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings. So I do likely wanna, today, cancel my plan with you. I'll give you thirty days notice. But I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50.\n\nYeah. Thank you. I think I paid, like, $330 or something from memory for this modem, which is very expensive. Let me just I didn't get the no. No.\n\nNo. Sorry. Can I speak for a second? I did not receive the a X 3,000. That's not what I received.\n\nI received the EveryOneNet, which is modem, model number WR six XB1DashA zero. If I I know exactly what the a x three r the 3,000 is, and I if I received that, it would have been much better. But if that's not what I got. Correct. So I now feel like I've received the wrong modem.\n\nYep. That's fine. Yes. Right. So yep.\n\nOkay. So I've got two issues here. One, that I'm likely gonna cancel my account. But secondly, if I was supposed to get the TP link, which is the a x 3,000 that you're talking about, I never received that, and hence why I think that's a bigger problem because I've paid substantial amount from the modem, which is 330. I could go buy one.\n\nI've got so in my head of operations, I've got an IT team, just so you're aware, and that's who has told me that I've been sort of ripped off here. But I yeah. I did not receive the t p link, which is the a x 3,000, which I should have received what you're saying. So if someone could get back to me because I'm quite frustrated with it now. Like, I'm going back and forth, back and forth.\n\nI know it's not your fault, but it is starting to actually have an impact on my job. Yeah. Mhmm. Sure. Okay.\n\nCan I just make note as well that your technician, I believe his name is Ian? Let me just I think it was Ian. Also, it did say if I could just one second. On the text message I've got here. Internet.\n\nIs it Ian? Let me just check. It's After hours, I think it was. Okay. So I actually had him log in to my computer because I lost Internet one day.\n\nAnd he's actually confirmed in I've got text messages here from him because I messaged him another day saying again that it was an issue. He logged in to my actual laptop and confirmed there was a problem. I believe he said he was logging in an issue. Trying to see. I'm just I can I've got plenty of back and forth messages here.\n\nLast four digits, did you say, is 3 744. So I believe he's oh, Dom. Sorry. Dom. Dom Dom.\n\nDom. Yeah. He's been very helpful, but he's even aware. Like, as I said, he logged in to my laptop. There was severe problems with the whole Internet one day.\n\nWe tried all these different things. We finally got it back, then it happened again. I'm just yeah. At this point, you know, I know somebody else in the industry who's willing to offer the, you know, a good deal with the same pricing and better speed. I understand I'm only on the $50.20.\n\nBut it from what the technician said to me when they arrived today is the router is cheap. It's that's what's causing the problem. It's got nothing to do with the speed I'm on. It's the fact that I'm using this type of router, which is unheard of. You know, not many people are using it.\n\nYeah. Yep. That's that. Thank you. I appreciate it.\n\nCan I just confirm, you said on my file that the router is the AX 3,000? Correct? Correct. Could you resend that to me? Could you resend that to me?\n\nYep. Yes. Thank you very much. I appreciate it, and I look forward to getting the call tomorrow. Thanks.\n\nYou too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.56,"end":7.06,"sentiment":"neutral","sentiment_score":0.0013556936755776403},{"text":"I'm just calling up in regards to my account that I currently have with you.","start":7.3599997,"end":11.059999,"sentiment":"neutral","sentiment_score":0.008246718222896259},{"text":"I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time.","start":12.015,"end":19.875,"sentiment":"neutral","sentiment_score":-0.19948354095220566},{"text":"I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one.","start":21.615,"end":39.29,"sentiment":"neutral","sentiment_score":-0.32956240053583935},{"text":"And then I also raised the question about how much I paid for it initially with 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home.","start":83.520004,"end":88.16,"sentiment":"neutral","sentiment_score":-0.30513626895844936}],"sentiment":"neutral","sentiment_score":-0.2581207832321525,"num_words":60,"start":44.375,"end":88.16},{"sentences":[{"text":"I'm also head of a global business that I'm trying to run here.","start":88.16,"end":93.86,"sentiment":"neutral","sentiment_score":-0.22837358254652756},{"text":"And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings.","start":94.48,"end":100.835,"sentiment":"negative","sentiment_score":-0.45757075442987327},{"text":"So I do likely wanna, today, cancel my plan with you.","start":100.835,"end":105.075,"sentiment":"negative","sentiment_score":-0.4797109148719094},{"text":"I'll give you thirty days notice.","start":105.075,"end":106.854996,"sentiment":"neutral","sentiment_score":-0.32548358539740246},{"text":"But I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50.","start":107.23499,"end":113.8,"sentiment":"neutral","sentiment_score":-0.31251794641668146}],"sentiment":"negative","sentiment_score":-0.3601837071819582,"num_words":69,"start":88.16,"end":113.8},{"sentences":[{"text":"Yeah.","start":120.100006,"end":120.600006,"sentiment":"neutral","sentiment_score":-0.0009975247085094452},{"text":"Thank you.","start":130.355,"end":131.095,"sentiment":"neutral","sentiment_score":0.0845106802880764},{"text":"I think I paid, like, $330 or something from memory for this modem, which is very expensive.","start":131.875,"end":141.06999,"sentiment":"negative","sentiment_score":-0.5014654976480147},{"text":"Let me just I didn't get the no.","start":168.48999,"end":174.48999,"sentiment":"neutral","sentiment_score":-0.15523509518243372},{"text":"No.","start":174.48999,"end":174.65,"sentiment":"negative","sentiment_score":-0.4064376950263977}],"sentiment":"negative","sentiment_score":-0.34500717519429225,"num_words":29,"start":120.100006,"end":174.65},{"sentences":[{"text":"No.","start":174.65,"end":175.15,"sentiment":"negative","sentiment_score":-0.4061867892742157},{"text":"Sorry.","start":176.89,"end":177.29,"sentiment":"neutral","sentiment_score":-0.21177437901496887},{"text":"Can I speak for a second?","start":177.29,"end":178.75,"sentiment":"neutral","sentiment_score":-0.13661088049411774},{"text":"I did not receive the a X 3,000.","start":179.125,"end":181.86499,"sentiment":"neutral","sentiment_score":-0.04327791137620807},{"text":"That's not what I received.","start":183.285,"end":184.665,"sentiment":"neutral","sentiment_score":-0.09931282922625542}],"sentiment":"neutral","sentiment_score":-0.10859113754261107,"num_words":21,"start":174.65,"end":184.665},{"sentences":[{"text":"I received the EveryOneNet, which is modem, model number WR six XB1DashA zero.","start":185.045,"end":195.27,"sentiment":"neutral","sentiment_score":-0.008185944161736049},{"text":"If I I know exactly what the a x three r the 3,000 is, and I if I received that, it would have been much better.","start":195.49,"end":202.53,"sentiment":"neutral","sentiment_score":-0.1422231856447},{"text":"But if that's not what I got.","start":202.53,"end":204.15,"sentiment":"neutral","sentiment_score":-0.31476064239229473},{"text":"Correct.","start":212.705,"end":213.205,"sentiment":"neutral","sentiment_score":0.02528786100447178},{"text":"So I now feel like I've received the wrong 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forth, back and forth.","start":290.335,"end":292.17502,"sentiment":"negative","sentiment_score":-0.5392802788151635}],"sentiment":"negative","sentiment_score":-0.4156032204627991,"num_words":80,"start":268.195,"end":292.17502},{"sentences":[{"text":"I know it's not your fault, but it is starting to actually have an impact on my job.","start":292.17502,"end":297.875,"sentiment":"negative","sentiment_score":-0.6058347953690423},{"text":"Yeah.","start":302.38,"end":302.88,"sentiment":"neutral","sentiment_score":0.03705815598368645},{"text":"Mhmm.","start":315.735,"end":316.235,"sentiment":"neutral","sentiment_score":0.016438864171504974},{"text":"Sure.","start":318.375,"end":318.875,"sentiment":"neutral","sentiment_score":0.14190693199634552},{"text":"Okay.","start":327.51,"end":327.99002,"sentiment":"neutral","sentiment_score":0.03486180305480957}],"sentiment":"negative","sentiment_score":-0.4852163891562007,"num_words":22,"start":292.17502,"end":327.99002},{"sentences":[{"text":"Can I just make note as well that your technician, I believe his name is Ian?","start":327.99002,"end":334.49,"sentiment":"neutral","sentiment_score":0.02466658130288124},{"text":"Let me just I think it was Ian.","start":335.75,"end":338.995,"sentiment":"neutral","sentiment_score":-0.02692177868448198},{"text":"Also, it did say if I could just one second.","start":340.17502,"end":344.995,"sentiment":"neutral","sentiment_score":-0.04376787096261978},{"text":"On the text message I've got here.","start":346.17502,"end":348.515,"sentiment":"neutral","sentiment_score":-0.03336040782076972},{"text":"Internet.","start":350.16,"end":350.66,"sentiment":"neutral","sentiment_score":-0.01885894685983658}],"sentiment":"neutral","sentiment_score":-0.012161177139551867,"num_words":42,"start":327.99002,"end":350.66},{"sentences":[{"text":"Is it Ian?","start":356.08002,"end":357.06003,"sentiment":"neutral","sentiment_score":-0.006024171908696492},{"text":"Let me just check.","start":357.2,"end":358.34003,"sentiment":"neutral","sentiment_score":-0.02175415027886629},{"text":"It's After hours, I think it was.","start":361.6,"end":374.135,"sentiment":"neutral","sentiment_score":-0.028634462638625076},{"text":"Okay.","start":375.315,"end":375.795,"sentiment":"neutral","sentiment_score":0.00012614764273166656},{"text":"So I actually had him log in to my computer because I lost Internet one day.","start":375.795,"end":381.53998,"sentiment":"neutral","sentiment_score":-0.045286689419299364}],"sentiment":"neutral","sentiment_score":-0.033225523818644784,"num_words":31,"start":356.08002,"end":381.53998},{"sentences":[{"text":"And he's actually confirmed in I've got text messages here from him because I messaged him another day saying again that it was an issue.","start":382.56,"end":391.62,"sentiment":"neutral","sentiment_score":-0.04649307139217854},{"text":"He logged in to my actual laptop and confirmed there was a problem.","start":394.035,"end":398.615,"sentiment":"neutral","sentiment_score":-0.11134682595729828},{"text":"I believe he said he was logging in an issue.","start":418.795,"end":421.535,"sentiment":"neutral","sentiment_score":-0.14478444904088975},{"text":"Trying to see.","start":423.11502,"end":424.075,"sentiment":"neutral","sentiment_score":-0.11884302894274394},{"text":"I'm just I can I've got plenty of back and forth messages here.","start":424.075,"end":428.575,"sentiment":"neutral","sentiment_score":-0.12108065245243219}],"sentiment":"neutral","sentiment_score":-0.09356652470887639,"num_words":64,"start":382.56,"end":428.575},{"sentences":[{"text":"Last four digits, did you say, is 3 744.","start":436.94998,"end":440.97,"sentiment":"neutral","sentiment_score":-0.014738465141918924},{"text":"So I believe he's oh, Dom.","start":443.605,"end":445.365,"sentiment":"neutral","sentiment_score":-0.002812595145466427},{"text":"Sorry.","start":445.365,"end":445.865,"sentiment":"neutral","sentiment_score":-0.021105259656906128},{"text":"Dom.","start":446.005,"end":446.405,"sentiment":"neutral","sentiment_score":-0.007085557095706463},{"text":"Dom Dom.","start":446.405,"end":447.305,"sentiment":"neutral","sentiment_score":-5.459180101752281e-6}],"sentiment":"neutral","sentiment_score":-0.009353868013836052,"num_words":19,"start":436.94998,"end":447.305},{"sentences":[{"text":"Dom.","start":447.845,"end":448.345,"sentiment":"neutral","sentiment_score":0.031044915318489075},{"text":"Yeah.","start":448.64502,"end":448.885,"sentiment":"neutral","sentiment_score":0.08098651468753815},{"text":"He's been very helpful, but he's even aware.","start":448.885,"end":451.765,"sentiment":"neutral","sentiment_score":0.18809747695922852},{"text":"Like, as I said, he logged in to my laptop.","start":451.765,"end":453.785,"sentiment":"neutral","sentiment_score":-0.02581758126616478},{"text":"There was severe problems with the whole Internet one day.","start":454.15997,"end":457.12,"sentiment":"neutral","sentiment_score":-0.281601245701313}],"sentiment":"neutral","sentiment_score":-0.04857923413316409,"num_words":30,"start":447.845,"end":457.12},{"sentences":[{"text":"We tried all these different things.","start":457.12,"end":458.63998,"sentiment":"neutral","sentiment_score":-0.15775097409884134},{"text":"We finally got it back, then it happened again.","start":458.63998,"end":460.97998,"sentiment":"neutral","sentiment_score":-0.13249141888486016},{"text":"I'm just yeah.","start":461.91998,"end":463.19998,"sentiment":"neutral","sentiment_score":-0.07084093491236369},{"text":"At this point, you know, I know somebody else in the industry who's willing to offer the, you know, a good deal with the same pricing and better speed.","start":463.19998,"end":471.07498,"sentiment":"neutral","sentiment_score":0.07272385369087088},{"text":"I understand I'm only on the $50.20.","start":471.07498,"end":473.09497,"sentiment":"neutral","sentiment_score":-0.08149471346821104}],"sentiment":"neutral","sentiment_score":-0.01505412326918708,"num_words":54,"start":457.12,"end":473.09497},{"sentences":[{"text":"But it from what the technician said to me when they arrived today is the router is cheap.","start":474.675,"end":480.455,"sentiment":"neutral","sentiment_score":-0.29623764836125904},{"text":"It's that's what's causing the problem.","start":480.86,"end":482.54,"sentiment":"negative","sentiment_score":-0.3347955097754796},{"text":"It's got nothing to do with the speed I'm on.","start":482.54,"end":484.86,"sentiment":"negative","sentiment_score":-0.35854321122169497},{"text":"It's the fact that I'm using this type of router, which is unheard of.","start":484.86,"end":488.96,"sentiment":"neutral","sentiment_score":-0.33161873796156477},{"text":"You know, not many people are using it.","start":489.18,"end":491.2,"sentiment":"neutral","sentiment_score":-0.23148166202008724}],"sentiment":"neutral","sentiment_score":-0.3110892583749124,"num_words":56,"start":474.675,"end":491.2},{"sentences":[{"text":"Yeah.","start":494.62,"end":495.12,"sentiment":"neutral","sentiment_score":0.0399373397231102},{"text":"Yep.","start":504.455,"end":504.85498,"sentiment":"neutral","sentiment_score":0.030188877135515213},{"text":"That's that.","start":504.85498,"end":505.51498,"sentiment":"neutral","sentiment_score":0.06231708824634552},{"text":"Thank you.","start":506.135,"end":506.615,"sentiment":"neutral","sentiment_score":0.2720622420310974},{"text":"I appreciate it.","start":506.615,"end":507.335,"sentiment":"neutral","sentiment_score":0.32226020097732544}],"sentiment":"neutral","sentiment_score":0.18951838670505416,"num_words":9,"start":494.62,"end":507.335},{"sentences":[{"text":"Can I just confirm, you said on my file that the router is the AX 3,000?","start":507.335,"end":514.27,"sentiment":"neutral","sentiment_score":0.05009342497214675},{"text":"Correct?","start":514.81,"end":515.31,"sentiment":"neutral","sentiment_score":0.033375710248947144},{"text":"Correct.","start":521.53,"end":522.03,"sentiment":"neutral","sentiment_score":0.04293683171272278},{"text":"Could you resend that to me?","start":526.035,"end":527.65497,"sentiment":"neutral","sentiment_score":0.03742648443828026},{"text":"Could you resend that to me?","start":530.755,"end":532.45496,"sentiment":"neutral","sentiment_score":0.02492438132564227}],"sentiment":"neutral","sentiment_score":0.041730417869985104,"num_words":30,"start":507.335,"end":532.45496},{"sentences":[{"text":"Yep.","start":539.39496,"end":539.89496,"sentiment":"neutral","sentiment_score":0.12373846024274826},{"text":"Yes.","start":542.69,"end":543.01,"sentiment":"neutral","sentiment_score":0.19309476017951965},{"text":"Thank you very much.","start":543.01,"end":543.89,"sentiment":"positive","sentiment_score":0.5362469404935837},{"text":"I appreciate it, and I look forward to getting the call tomorrow.","start":543.89,"end":546.47003,"sentiment":"positive","sentiment_score":0.5051185290018717},{"text":"Thanks.","start":549.09,"end":549.49005,"sentiment":"positive","sentiment_score":0.8464504480361938}],"sentiment":"positive","sentiment_score":0.4931417778134346,"num_words":19,"start":539.39496,"end":549.49005},{"sentences":[{"text":"You too.","start":549.49005,"end":550.05005,"sentiment":"positive","sentiment_score":0.6366651654243469},{"text":"Bye.","start":550.05005,"end":550.55005,"sentiment":"positive","sentiment_score":0.43770498037338257}],"sentiment":"positive","sentiment_score":0.5703451037406921,"num_words":3,"start":549.49005,"end":550.55005}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I'm just calling up in regards to my account that I currently have with you. I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time. I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one. And then I also raised the question about how much I paid for it initially with you.\n\nHe told me it was about $50 on the market to buy, and that's likely what's causing the problem with my Internet dropping out.\n\nChannel 0: Got it. Here's what I'm going to do. I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our tech team so they can check this out. And you said you're talking to one of our rep. Is this recently?\n\nChannel 1: Yeah. No. He he's been very helpful, and I think I contacted him about a week or two ago again.\n\nChannel 0: Mhmm. Oh, okay.\n\nChannel 1: But I just feel it's a constant problem that I'm having, and I work from home. I'm also head of a global business that I'm trying to run here. And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings. So I do likely wanna, today, cancel my plan with you. I'll give you thirty days notice.\n\nBut I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50.\n\nChannel 0: Okay. I got it. Let me just go\n\nChannel 1: Yeah.\n\nChannel 0: ahead and check here. Because I let me check what have you received during the time that you signed up. Okay?\n\nChannel 1: Thank\n\nChannel 0: One\n\nChannel 1: you.\n\nChannel 0: moment here.\n\nChannel 1: I think I paid, like, $330 or something from memory for this modem, which is very expensive.\n\nChannel 0: Yeah. I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed up. But,\n\nChannel 1: Let me\n\nChannel 0: anyways, I do I do understand your concern.\n\nChannel 1: just I didn't\n\nChannel 0: So,\n\nChannel 1: get the\n\nChannel 0: basically,\n\nChannel 1: no. No. No.\n\nChannel 0: your Internet, it's\n\nChannel 1: Sorry.\n\nChannel 0: constantly\n\nChannel 1: Can I speak\n\nChannel 0: drops\n\nChannel 1: for a second?\n\nChannel 0: up.\n\nChannel 1: I did not\n\nChannel 0: Oh, sure.\n\nChannel 1: receive\n\nChannel 0: Go\n\nChannel 1: the\n\nChannel 0: ahead.\n\nChannel 1: a X 3,000. That's\n\nChannel 0: What\n\nChannel 1: not\n\nChannel 0: have\n\nChannel 1: what\n\nChannel 0: you received?\n\nChannel 1: I received. I received the EveryOneNet, which is modem, model number WR six XB1DashA zero. If I I\n\nChannel 0: Okay.\n\nChannel 1: know exactly what the a x three r the 3,000 is, and I if I received that, it would have been much better. But if that's not what I got.\n\nChannel 0: Alright. And I just wanted to make sure that we are looking on the right account here. I'm speaking to Chantal. Right? Marsden.\n\nChannel 1: Correct. So\n\nChannel 0: Okay.\n\nChannel 1: I now feel\n\nChannel 0: Got\n\nChannel 1: like\n\nChannel 0: it.\n\nChannel 1: I've received the wrong modem.\n\nChannel 0: I will ask our tech rep to check this for you. I do believe they will ask to send a picture of your router.\n\nChannel 1: Yep. That's\n\nChannel 0: In\n\nChannel 1: fine.\n\nChannel 0: that way, we can verify and validate this.\n\nChannel 1: Yes.\n\nChannel 0: And this rep will be available tomorrow. She's on leave right now. But rest assured, I will endorse your concern to our tech rep. In that way,\n\nChannel 1: Right.\n\nChannel 0: they\n\nChannel 1: So\n\nChannel 0: could reach\n\nChannel 1: yep.\n\nChannel 0: out to you, Chantal.\n\nChannel 1: Okay. So I've got two issues here. One, that I'm likely gonna cancel my account. But secondly, if I was supposed to get the TP link, which is the a x 3,000 that you're talking about, I never received that, and hence why I think that's a bigger problem because I've paid substantial amount from the modem, which is 330. I could go buy one.\n\nI've got so in my head of operations, I've got an IT team, just so you're aware, and that's who has told me that I've been sort of ripped off here. But I yeah. I did not receive the t p link, which is the a x 3,000, which I should have received what you're saying. So if someone could get back to me because I'm quite frustrated with it now. Like, I'm going back and forth, back and forth.\n\nI know it's not your fault, but it is starting to actually have an impact on my job.\n\nChannel 0: I understand that. I I do understand where you're coming from. And,\n\nChannel 1: Yeah.\n\nChannel 0: nothing to worry. The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and\n\nChannel 1: Mhmm.\n\nChannel 0: also your Internet. Okay? Because they\n\nChannel 1: Sure.\n\nChannel 0: they can also we can sort this out yes tomorrow. Okay? Because right now, she's out from the office.\n\nChannel 1: Okay. Can I just make note as well that your technician, I believe his name is Ian? Let\n\nChannel 0: Sorry.\n\nChannel 1: me just\n\nChannel 0: What's the name?\n\nChannel 1: I think it was Ian. Also, it did say if I could just one second. On the text message I've got here. Internet. Is it Ian?\n\nLet me just check. It's After hours, I think it was. Okay. So I actually had him log in to my computer because I lost Internet one day. And he's actually confirmed in I've got text messages here from him because I messaged him another day saying again that it was an issue.\n\nHe logged in to my actual laptop and confirmed there was a problem. I believe he said he was logging in an issue. Trying to see. I'm just I can I've got plenty of back and forth messages here.\n\nChannel 0: And what's the last four digits of the phone number that you're receiving a a message or a response?\n\nChannel 1: Last four digits, did you say, is 3\n\nChannel 0: Yeah.\n\nChannel 1: 744.\n\nChannel 0: 3744. Okay. And\n\nChannel 1: So\n\nChannel 0: what's\n\nChannel 1: I\n\nChannel 0: the\n\nChannel 1: believe\n\nChannel 0: name of\n\nChannel 1: he's\n\nChannel 0: the\n\nChannel 1: oh,\n\nChannel 0: rep?\n\nChannel 1: Dom. Sorry. Dom.\n\nChannel 0: Dom.\n\nChannel 1: Dom Dom.\n\nChannel 0: Oh, got it.\n\nChannel 1: Dom. Yeah. He's been very helpful, but he's even aware. Like, as I said, he logged in to my laptop. There was severe problems with the whole Internet one day.\n\nWe tried all these different things. We finally got it back, then it happened again. I'm just yeah. At this point, you know, I know somebody else in the industry who's willing to offer the, you know, a good deal with the same pricing and better speed. I understand I'm only on the $50.20.\n\nBut it from what the technician said to me when they arrived today is the router is cheap. It's that's what's causing the problem. It's got nothing to do with the speed I'm on. It's the fact that I'm using this type of router, which is unheard of. You know, not many people are using it.\n\nChannel 0: Okay. I got it.\n\nChannel 1: Yeah.\n\nChannel 0: I've already took note of what have you said, and this will be communicated to our tech rep. And rest assured, they will reach out to you tomorrow to sort this\n\nChannel 1: Yep.\n\nChannel 0: out,\n\nChannel 1: That's that.\n\nChannel 0: Shantel.\n\nChannel 1: Thank you.\n\nChannel 0: Okay?\n\nChannel 1: I appreciate it. Can I just confirm,\n\nChannel 0: You're\n\nChannel 1: you said on my file that the router is the AX 3,000? Correct?\n\nChannel 0: Yeah. You you sign on July 18. I believe\n\nChannel 1: Correct.\n\nChannel 0: you do have also this copy of your order you\n\nChannel 1: Could\n\nChannel 0: signed\n\nChannel 1: you resend\n\nChannel 0: on for,\n\nChannel 1: that to me?\n\nChannel 0: Nolyn Hamm contract. And then\n\nChannel 1: Could you resend\n\nChannel 0: Yes.\n\nChannel 1: that to me?\n\nChannel 0: Yes. I can send it to you. Okay? I'm just trying to state the details, but I can send it to your email address. Nothing to worry.\n\nChannel 1: Yep.\n\nChannel 0: Shortly, you will receive this for your reference. Okay?\n\nChannel 1: Yes. Thank you very much. I appreciate it, and I look forward\n\nChannel 0: You're\n\nChannel 1: to getting\n\nChannel 0: welcome.\n\nChannel 1: the call tomorrow.\n\nChannel 0: Oh, sure. Thank you. Have a good one.\n\nChannel 1: Thanks. You too. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.4399999,"sentiment":"neutral","sentiment_score":0.234849750995636},{"text":"Good afternoon.","start":1.4399999,"end":2.1799998,"sentiment":"positive","sentiment_score":0.4514324367046356},{"text":"Thank you so much for calling your account.","start":2.24,"end":4.16,"sentiment":"positive","sentiment_score":0.6987086832523346},{"text":"How may I help you today?","start":4.16,"end":5.63,"sentiment":"positive","sentiment_score":0.5645866543054581}],"sentiment":"positive","sentiment_score":0.5949943538974313,"channel":0,"num_words":17,"start":1.1999999,"end":5.63},{"sentences":[{"text":"Hi.","start":6.56,"end":7.06,"sentiment":"neutral","sentiment_score":0.0013556936755776403},{"text":"I'm just calling up in regards to my account that I currently have with you.","start":7.3599997,"end":11.059999,"sentiment":"neutral","sentiment_score":0.008246718222896259},{"text":"I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time.","start":12.015,"end":19.875,"sentiment":"neutral","sentiment_score":-0.19948354095220566},{"text":"I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one.","start":21.615,"end":39.29,"sentiment":"neutral","sentiment_score":-0.32956240053583935},{"text":"And then I also raised the question about how much I paid for it initially with you.","start":39.91,"end":44.375,"sentiment":"neutral","sentiment_score":-0.3153351685580085}],"sentiment":"neutral","sentiment_score":-0.23974533681052201,"channel":1,"num_words":99,"start":6.56,"end":44.375},{"sentences":[{"text":"He told me it was about $50 on the market to buy, and that's likely what's causing the problem with my Internet dropping out.","start":44.375,"end":53.035,"sentiment":"negative","sentiment_score":-0.4354044360419114}],"sentiment":"negative","sentiment_score":-0.4354044360419114,"channel":1,"num_words":24,"start":44.375,"end":53.035},{"sentences":[{"text":"Got it.","start":55.59,"end":56.33,"sentiment":"neutral","sentiment_score":-0.03298251051455736},{"text":"Here's what I'm going to do.","start":56.39,"end":57.99,"sentiment":"neutral","sentiment_score":0.028190964522461098},{"text":"I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our tech team so they can check this out.","start":57.99,"end":68.23,"sentiment":"neutral","sentiment_score":0.05299091597478236},{"text":"And you said you're talking to one of our rep.","start":68.23,"end":73.785,"sentiment":"neutral","sentiment_score":-0.0074530188925564286},{"text":"Is this recently?","start":74.165,"end":75.225,"sentiment":"neutral","sentiment_score":0.0003653072441617648}],"sentiment":"neutral","sentiment_score":0.03216278642559281,"channel":0,"num_words":52,"start":55.59,"end":75.225},{"sentences":[{"text":"Yeah.","start":75.485,"end":75.885,"sentiment":"neutral","sentiment_score":0.016066476702690125},{"text":"No.","start":75.885,"end":76.125,"sentiment":"neutral","sentiment_score":-0.09504397213459016},{"text":"He he's been very helpful, and I think I contacted him about a week or two ago again.","start":76.125,"end":81.665,"sentiment":"neutral","sentiment_score":-0.004243485008676846}],"sentiment":"neutral","sentiment_score":-0.007768011279404163,"channel":1,"num_words":20,"start":75.485,"end":81.665},{"sentences":[{"text":"Mhmm.","start":81.365,"end":81.604996,"sentiment":"neutral","sentiment_score":-0.0847369059920311},{"text":"Oh, okay.","start":81.604996,"end":82.345,"sentiment":"neutral","sentiment_score":-0.11211195588111877}],"sentiment":"neutral","sentiment_score":-0.10298693925142288,"channel":0,"num_words":3,"start":81.365,"end":82.345},{"sentences":[{"text":"But I just feel it's a constant problem that I'm having, and I work from home.","start":83.520004,"end":88.16,"sentiment":"neutral","sentiment_score":-0.30513626895844936},{"text":"I'm also head of a global business that I'm trying to run here.","start":88.16,"end":93.86,"sentiment":"neutral","sentiment_score":-0.22837358254652756},{"text":"And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings.","start":94.48,"end":100.835,"sentiment":"negative","sentiment_score":-0.45757075442987327},{"text":"So I do likely wanna, today, cancel my plan with you.","start":100.835,"end":105.075,"sentiment":"negative","sentiment_score":-0.4797109148719094},{"text":"I'll give you thirty days notice.","start":105.075,"end":106.854996,"sentiment":"neutral","sentiment_score":-0.32548358539740246}],"sentiment":"negative","sentiment_score":-0.36284859170989386,"channel":1,"num_words":63,"start":83.520004,"end":106.854996},{"sentences":[{"text":"But I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50.","start":107.23499,"end":113.8,"sentiment":"neutral","sentiment_score":-0.31251794641668146}],"sentiment":"neutral","sentiment_score":-0.31251794641668146,"channel":1,"num_words":22,"start":107.23499,"end":113.8},{"sentences":[{"text":"Okay.","start":118.100006,"end":118.5,"sentiment":"neutral","sentiment_score":-0.05844932049512863},{"text":"I got it.","start":118.5,"end":119.380005,"sentiment":"neutral","sentiment_score":-0.030007103458046913},{"text":"Let me just go","start":119.380005,"end":120.100006,"sentiment":"neutral","sentiment_score":-0.014244019985198975}],"sentiment":"neutral","sentiment_score":-0.02568083885125816,"channel":0,"num_words":8,"start":118.100006,"end":120.100006},{"sentences":[{"text":"Yeah.","start":120.100006,"end":120.600006,"sentiment":"neutral","sentiment_score":-0.0009975247085094452}],"sentiment":"neutral","sentiment_score":-0.0009975247085094452,"channel":1,"num_words":1,"start":120.100006,"end":120.600006},{"sentences":[{"text":"ahead and check here.","start":120.100006,"end":121.48,"sentiment":"neutral","sentiment_score":0.007180052809417248},{"text":"Because I let me check what have you received during the time that you signed up.","start":121.62,"end":128.985,"sentiment":"neutral","sentiment_score":-0.006464113248512149},{"text":"Okay?","start":129.125,"end":129.625,"sentiment":"neutral","sentiment_score":0.0070338863879442215}],"sentiment":"neutral","sentiment_score":-0.003222462588122913,"channel":0,"num_words":21,"start":120.100006,"end":129.625},{"sentences":[{"text":"Thank","start":130.355,"end":130.595,"sentiment":"neutral","sentiment_score":0.11345580220222472}],"sentiment":"neutral","sentiment_score":0.11345580220222472,"channel":1,"num_words":1,"start":130.355,"end":130.595},{"sentences":[{"text":"One","start":130.565,"end":130.805,"sentiment":"neutral","sentiment_score":0.051908768713474274}],"sentiment":"neutral","sentiment_score":0.051908768713474274,"channel":0,"num_words":1,"start":130.565,"end":130.805},{"sentences":[{"text":"you.","start":130.595,"end":131.095,"sentiment":"neutral","sentiment_score":0.05556555837392807}],"sentiment":"neutral","sentiment_score":0.05556555837392807,"channel":1,"num_words":1,"start":130.595,"end":131.095},{"sentences":[{"text":"moment here.","start":130.805,"end":131.865,"sentiment":"neutral","sentiment_score":-0.023136494681239125}],"sentiment":"neutral","sentiment_score":-0.023136494681239125,"channel":0,"num_words":2,"start":130.805,"end":131.865},{"sentences":[{"text":"I think I paid, like, $330 or something from memory for this modem, which is very expensive.","start":131.875,"end":141.06999,"sentiment":"negative","sentiment_score":-0.5014654976480147}],"sentiment":"negative","sentiment_score":-0.5014654976480147,"channel":1,"num_words":17,"start":131.875,"end":141.06999},{"sentences":[{"text":"Yeah.","start":141.98999,"end":142.23,"sentiment":"neutral","sentiment_score":-0.11733447015285492},{"text":"I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed 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The representative promises to escalate the issue to their tech team and take note of the customer's concern. The customer is frustrated with being told they were ripped off and trying to figure out how to get the modem. The agent takes note of the customer's information and promises to send a technician to investigate the issue. The agent also asks for the customer's name and phone number to verify their router type and promises to send a text message for the customer to sign and resend."},"intents":{"segments":[{"text":"I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time.","start_word":33,"end_word":57,"intents":[{"intent":"Address Internet connectivity issues","confidence_score":0.00010679404}]},{"text":"that way, we can verify and validate this. Yes.","start_word":569,"end_word":577,"intents":[{"intent":"Validate router","confidence_score":0.0056434227}]},{"text":"And this rep will be available tomorrow. She's on leave right now. But rest assured, I will endorse your concern to our tech rep. In that way, Right. they So could reach yep. out to you, Chantal. Okay.","start_word":578,"end_word":615,"intents":[{"intent":"End conversation","confidence_score":0.070118055}]},{"text":"The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and Mhmm.","start_word":794,"end_word":834,"intents":[{"intent":"Validate router issue","confidence_score":0.0032397779}]},{"text":"they can also we can sort this out yes tomorrow. Okay?","start_word":842,"end_word":852,"intents":[{"intent":"Sort out router issue","confidence_score":0.032008637}]},{"text":"I've already took note of what have you said, and this will be communicated to our tech rep. And rest assured, they will reach out to you tomorrow to sort this Yep.","start_word":1200,"end_word":1231,"intents":[{"intent":"Communicate information","confidence_score":0.025905827}]},{"text":"I can send it to you. Okay? I'm just trying to state the details, but I can send it to your email address. Nothing to worry.","start_word":1302,"end_word":1327,"intents":[{"intent":"Send to tech rep","confidence_score":0.0000039005527}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.234849750995636},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6038567423820496},{"text":"Hi. I'm just calling up in regards to my account that I currently have with you. I've been having some ongoing issues with my connection, and I've been dealing with one of your technicians, Ian, on and off for some time.","start_word":17,"end_word":57,"sentiment":"neutral","sentiment_score":-0.1205335482954979},{"text":"I had somebody independently that I know personally in the industry come out and have a look, and they've told me that the modem I brought from you guys is actually a low working modem, but it's quite a cheap one.","start_word":58,"end_word":98,"sentiment":"negative","sentiment_score":-0.3420548737049103},{"text":"And then I also raised the question about how much I paid for it initially with you.","start_word":99,"end_word":115,"sentiment":"neutral","sentiment_score":-0.3159330189228058},{"text":"He told me it was about $50 on the market to buy, and that's likely what's causing the problem with my Internet dropping out.","start_word":116,"end_word":139,"sentiment":"negative","sentiment_score":-0.430916428565979},{"text":"Got it. Here's what I'm going to do. I'll go ahead and take note of your concern about your modem and service issue, and then I will endorse this to our tech team so they can check this out. And you said you're talking to one of our rep. Is this recently? Yeah. No. He he's been very helpful, and I think I contacted him about a week or two ago again. Mhmm. Oh, okay. But I just feel it's a constant problem that I'm having, and I work from home. I'm also head of a global business that I'm trying to run here.","start_word":140,"end_word":243,"sentiment":"neutral","sentiment_score":-0.07061485201120377},{"text":"And it's just I cannot have the Internet constantly dropping out when I'm in very important meetings. So I do likely wanna, today, cancel my plan with you.","start_word":244,"end_word":271,"sentiment":"negative","sentiment_score":-0.45777320861816406},{"text":"I'll give you thirty days notice. But I'm also brings up a separate issue about how much I paid for a modem that apparently is only worth $50. Okay. I got it. Let me just go ahead Yeah. and check here. Because I let me check what have you received during the time that you signed up. Okay? Thank One you. moment here.","start_word":272,"end_word":334,"sentiment":"neutral","sentiment_score":-0.14987428486347198},{"text":"I think I paid, like, $330 or something from memory for this modem, which is very expensive.","start_word":335,"end_word":351,"sentiment":"negative","sentiment_score":-0.48944541811943054},{"text":"Yeah. I'm showing here the modem that you got from us that you purchased was e x 3,000 because your service is under Linham Network, and there's only one kind of router applicable that they offer to Linham Network, which is AX 3,000 during the time that you signed up. But, Let me anyways, I do I do understand your concern. just I didn't So, get the basically, no.","start_word":352,"end_word":420,"sentiment":"neutral","sentiment_score":-0.0389585039321927},{"text":"No. No.","start_word":421,"end_word":422,"sentiment":"negative","sentiment_score":-0.4063122272491455},{"text":"your Internet, it's Sorry. constantly Can I speak drops for a second? up. I did not Oh, sure. receive Go the ahead. a X 3,000. That's What not have what you received? I received. I received the EveryOneNet, which is modem, model number WR six XB1DashA zero. If I I Okay. know exactly what the a x three r the 3,000 is, and I if I received that, it would have been much better. But if that's not what I got. Alright. And I just wanted to make sure that we are looking on the right account here. I'm speaking to Chantal. Right? Marsden. Correct. So Okay. I now feel Got like it.","start_word":423,"end_word":535,"sentiment":"neutral","sentiment_score":-0.08809439092874527},{"text":"I've received the wrong modem.","start_word":536,"end_word":540,"sentiment":"negative","sentiment_score":-0.42203643918037415},{"text":"I will ask our tech rep to check this for you. I do believe they will ask to send a picture of your router. Yep. That's In fine. that way, we can verify and validate this. Yes. And this rep will be available tomorrow. She's on leave right now. But rest assured, I will endorse your concern to our tech rep. In that way, Right. they So could reach yep. out to you, Chantal. Okay.","start_word":541,"end_word":615,"sentiment":"neutral","sentiment_score":0.04355877637863159},{"text":"So I've got two issues here. One, that I'm likely gonna cancel my account. But secondly, if I was supposed to get the TP link, which is the a x 3,000 that you're talking about, I never received that, and hence why I think that's a bigger problem because I've paid substantial amount from the modem, which is 330.","start_word":616,"end_word":674,"sentiment":"negative","sentiment_score":-0.43379056453704834},{"text":"I could go buy one.","start_word":675,"end_word":679,"sentiment":"neutral","sentiment_score":-0.2109163403511047},{"text":"I've got so in my head of operations, I've got an IT team, just so you're aware, and that's who has told me that I've been sort of ripped off here.","start_word":680,"end_word":710,"sentiment":"negative","sentiment_score":-0.3669534921646118},{"text":"But I yeah. I did not receive the t p link, which is the a x 3,000, which I should have received what you're saying.","start_word":711,"end_word":735,"sentiment":"neutral","sentiment_score":-0.2942487299442291},{"text":"So if someone could get back to me because I'm quite frustrated with it now. Like, I'm going back and forth, back and forth. I know it's not your fault, but it is starting to actually have an impact on my job.","start_word":736,"end_word":777,"sentiment":"negative","sentiment_score":-0.595331072807312},{"text":"I understand that. I I do understand where you're coming from. And, Yeah. nothing to worry. The best hope that I can provide to you is endorse your concern to our tech rep, and rest assured they will contact you tomorrow to verify and validate your issue about the router that you got from us and Mhmm. also your Internet. Okay? Because they Sure. they can also we can sort this out yes tomorrow. Okay? Because right now, she's out from the office. Okay. Can I just make note as well that your technician, I believe his name is Ian? Let Sorry. me just What's the name? I think it was Ian. Also, it did say if I could just one second. On the text message I've got here. Internet. Is it Ian? Let me just check. It's After hours, I think it was. Okay. So I actually had him log in to my computer because I lost Internet one day. And he's actually confirmed in I've got text messages here from him because I messaged him another day saying again that it was an issue. He logged in to my actual laptop and confirmed there was a problem. I believe he said he was logging in an issue. Trying to see. I'm just I can I've got plenty of back and forth messages here. And what's the last four digits of the phone number that you're receiving a a message or a response? Last four digits, did you say, is 3 Yeah. 744. 3744. Okay. And So what's I the believe name of he's the oh, rep? Dom. Sorry. Dom. Dom. Dom Dom. Oh, got it. Dom. Yeah. He's been very helpful, but he's even aware. Like, as I said, he logged in to my laptop. There was severe problems with the whole Internet one day. We tried all these different things. We finally got it back, then it happened again. I'm just yeah. At this point, you know, I know somebody else in the industry who's willing to offer the, you know, a good deal with the same pricing and better speed. I understand I'm only on the $50.20. But it from what the technician said to me when they arrived today is the router is cheap.","start_word":778,"end_word":1156,"sentiment":"neutral","sentiment_score":-0.016641940707758582},{"text":"It's that's what's causing the problem. It's got nothing to do with the speed I'm on.","start_word":1157,"end_word":1172,"sentiment":"negative","sentiment_score":-0.34342002868652344},{"text":"It's the fact that I'm using this type of router, which is unheard of. You know, not many people are using it. Okay. I got it. Yeah. I've already took note of what have you said, and this will be communicated to our tech rep. And rest assured, they will reach out to you tomorrow to sort this Yep. out, That's that. Shantel. Thank you. Okay? I appreciate it. Can I just confirm, You're you said on my file that the router is the AX 3,000? Correct? Yeah. You you sign on July 18. I believe Correct. you do have also this copy of your order you Could signed you resend on for, that to me? Nolyn Hamm contract. And then Could you resend Yes. that to me? Yes. I can send it to you. Okay? I'm just trying to state the details, but I can send it to your email address. Nothing to worry. Yep. Shortly, you will receive this for your reference. Okay? Yes.","start_word":1173,"end_word":1338,"sentiment":"neutral","sentiment_score":0.02198674902319908},{"text":"Thank you very much. I appreciate it, and I look forward You're to getting welcome.","start_word":1339,"end_word":1353,"sentiment":"positive","sentiment_score":0.5349182486534119},{"text":"the call tomorrow. Oh, sure. Thank you.","start_word":1354,"end_word":1360,"sentiment":"neutral","sentiment_score":0.2762801945209503},{"text":"Have a good one. Thanks. You too. Bye.","start_word":1361,"end_word":1368,"sentiment":"positive","sentiment_score":0.6863983869552612},{"text":"Bye.","start_word":1369,"end_word":1369,"sentiment":"neutral","sentiment_score":0.2095796763896942}],"average":{"sentiment":"neutral","sentiment_score":-0.1005290477951138}}}}