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Am I speaking with Bart Kanna? Okay. Hang on. Hello, Bart? Yes. Thank you for waiting. Have you tried to run a speed test and check the location? Yeah. Because upon coordinating with the back end team, they said the gear IP location issue affecting the connection has now been resolved, but there is still some customer who's still unable to access some website. But if you're able to run a speed test now, the country now will show us Australia instead of The US, which indicates that the IP location has been corrected. Is it still on your TV or some websites? Okay. Hang on. Let me just check again on our end. Hello, Bart? Yes. Thank you for waiting. So I'll forward your concern to the provisioning team, and they said that they will investigate again the issue why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers today to request that the IP address be unblock where necessary. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nOkay. Yeah. Okay. Is it okay if I put you on hold? Let me just check your account.\n\nAm I speaking with Bart Kanna? Okay. Hang on. Hello, Bart? Yes.\n\nThank you for waiting. Have you tried to run a speed test and check the location? Yeah. Because upon coordinating with the back end team, they said the gear IP location issue affecting the connection has now been resolved, but there is still some customer who's still unable to access some website. But if you're able to run a speed test now, the country now will show us Australia instead of The US, which indicates that the IP location has been corrected.\n\nIs it still on your TV or some websites? Okay. Hang on. Let me just check again on our end. Hello, Bart?\n\nYes. Thank you for waiting. So I'll forward your concern to the provisioning team, and they said that they will investigate again the issue why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers today to request that the IP address be unblock where necessary. And we will continue coordinating with them, and we'll provide you with an update once we receive further information.\n\nSo as of the moment, we still do not have the estimated time for the restoration of this issue. It's still ongoing. Yeah. So regarding the mhmm. Regarding the your bill, we can adjust it or give you a discount if ever since today you do not have the Internet connection or you have an issue with the Internet.\n\nMhmm. We understand. But this issue is still ongoing, so I cannot give you right now the x ETR for this. Mhmm. Is it okay if I give you a callback then once I receive an update from the team?\n\nMhmm. Yeah. We're really sorry for the frustration and inconvenience this is causing you. Yeah. Thank you.\n\nBye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.48,"end":2.96,"sentiment":"neutral","sentiment_score":0.11762373149394988},{"text":"Good morning.","start":2.96,"end":3.6,"sentiment":"neutral","sentiment_score":0.3226085603237152},{"text":"This is Maureen from Airtel tech support.","start":3.6,"end":6.1,"sentiment":"neutral","sentiment_score":0.30032060401780264},{"text":"How can I assist you 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My name is, and I'm calling in regards to my Internet that's still not fixed. I had the geolocation issue, and it's still not fixed. And now I can't get any work done either from home, and it's really starting to annoy me. Sure. Yeah. Hello? I can do that now. Right. But, like, it's still not working, I guess. Websites, TV, everything. Hello? Okay. Right. The only issue is I'm, like, still paying my bill, but the Internet's not working, and it's been like that for, like, almost two weeks now. So I feel like I, like yep. Yeah. But, like, I've spent almost, like, 50 or $60 on mobile data now. Okay. Alright. When will I head by? Sure. Yeah. 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Mary. My name is, and I'm calling in regards to my Internet that's still not fixed. I had the geolocation issue, and it's still not fixed. And now I can't get any work done either from home, and it's really starting to annoy me. Sure.\n\nYeah. Hello? I can do that now. Right. But, like, it's still not working, I guess.\n\nWebsites, TV, everything. Hello? Okay. Right. The only issue is I'm, like, still paying my bill, but the Internet's not working, and it's been like that for, like, almost two weeks now.\n\nSo I feel like I, like yep. Yeah. But, like, I've spent almost, like, 50 or $60 on mobile data now. Okay. Alright.\n\nWhen will I head by? Sure. Yeah. Yeah.","paragraphs":[{"sentences":[{"text":"Hi, Mary.","start":8.559999,"end":9.2,"sentiment":"neutral","sentiment_score":-0.039351810701191425},{"text":"My name is, and I'm calling in regards to my Internet that's still not fixed.","start":9.2,"end":14.775,"sentiment":"neutral","sentiment_score":-0.0817129677782456},{"text":"I had the geolocation issue, and it's still not fixed.","start":17.735,"end":20.375,"sentiment":"negative","sentiment_score":-0.5879185259342193},{"text":"And now I can't get any work done either from home, and it's really starting to annoy me.","start":20.375,"end":25.195,"sentiment":"negative","sentiment_score":-0.70897709329923},{"text":"Sure.","start":31.18,"end":31.68,"sentiment":"neutral","sentiment_score":0.016654174774885178}],"sentiment":"negative","sentiment_score":-0.4332286283049894,"num_words":46,"start":8.559999,"end":31.68},{"sentences":[{"text":"Yeah.","start":34.78,"end":35.28,"sentiment":"neutral","sentiment_score":0.0005973577499389648},{"text":"Hello?","start":116.21999,"end":116.71999,"sentiment":"neutral","sentiment_score":0.01620468497276306},{"text":"I can do that now.","start":121.53999,"end":128.0,"sentiment":"neutral","sentiment_score":0.06429391652345658},{"text":"Right.","start":160.655,"end":161.155,"sentiment":"neutral","sentiment_score":-0.09704579412937164},{"text":"But, like, it's still not working, I guess.","start":163.215,"end":166.515,"sentiment":"neutral","sentiment_score":-0.29961910657584667}],"sentiment":"neutral","sentiment_score":-0.13473293883726,"num_words":16,"start":34.78,"end":166.515},{"sentences":[{"text":"Websites, TV, everything.","start":175.29001,"end":177.31001,"sentiment":"neutral","sentiment_score":-0.11174168189366658},{"text":"Hello?","start":318.55002,"end":319.05002,"sentiment":"neutral","sentiment_score":0.021663039922714233},{"text":"Okay.","start":331.69,"end":332.19,"sentiment":"neutral","sentiment_score":-0.02369660511612892},{"text":"Right.","start":357.4,"end":357.72,"sentiment":"neutral","sentiment_score":-0.02753216028213501},{"text":"The only issue is I'm, like, still paying my bill, but the Internet's not working, and it's been like that for, like, almost two weeks now.","start":357.72,"end":365.9,"sentiment":"neutral","sentiment_score":-0.21579888749581116}],"sentiment":"neutral","sentiment_score":-0.18673630768898875,"num_words":32,"start":175.29001,"end":365.9},{"sentences":[{"text":"So I feel like I, like yep.","start":366.36,"end":369.045,"sentiment":"neutral","sentiment_score":-0.04836972856095859},{"text":"Yeah.","start":384.09998,"end":384.5,"sentiment":"neutral","sentiment_score":-0.041335009038448334},{"text":"But, like, I've spent almost, like, 50 or $60 on mobile data now.","start":384.5,"end":390.91998,"sentiment":"neutral","sentiment_score":-0.14394034044100687},{"text":"Okay.","start":404.725,"end":405.225,"sentiment":"neutral","sentiment_score":-0.024415042251348495},{"text":"Alright.","start":408.18,"end":408.68,"sentiment":"neutral","sentiment_score":0.03476773574948311}],"sentiment":"neutral","sentiment_score":-0.0974258626608745,"num_words":23,"start":366.36,"end":408.68},{"sentences":[{"text":"When will I head by?","start":408.74,"end":409.96,"sentiment":"neutral","sentiment_score":0.042724987119436265},{"text":"Sure.","start":418.58002,"end":419.08002,"sentiment":"neutral","sentiment_score":0.03191686421632767},{"text":"Yeah.","start":426.225,"end":426.725,"sentiment":"neutral","sentiment_score":-0.09317922592163086},{"text":"Yeah.","start":430.705,"end":431.205,"sentiment":"neutral","sentiment_score":-0.09502850472927094}],"sentiment":"neutral","sentiment_score":0.007166758645325899,"num_words":8,"start":408.74,"end":431.205}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Hi, Mary. My name is, and I'm calling in regards to my Internet that's still not fixed.\n\nChannel 0: Mhmm.\n\nChannel 1: I had the geolocation issue, and it's still not fixed. And now I can't get any work done either from home, and it's really starting to annoy me.\n\nChannel 0: Okay. Yeah. Okay. Is it okay if I put you on hold? Let me just check your account.\n\nChannel 1: Sure.\n\nChannel 0: Am I speaking with Bart Kanna?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Hang on. Hello, Bart?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Thank you for waiting. Have you tried to run a speed\n\nChannel 1: I\n\nChannel 0: test and check the location?\n\nChannel 1: can do that now.\n\nChannel 0: Yeah. Because upon coordinating with the back end team, they said the gear IP location issue affecting the connection has now been resolved, but there is still some customer who's still unable to access some website. But if you're able to run a speed test now, the country now will show us Australia instead of The US, which indicates that the IP location has been corrected.\n\nChannel 1: Right. But, like, it's still not working, I guess.\n\nChannel 0: Is it still on your TV or some websites?\n\nChannel 1: Websites, TV, everything.\n\nChannel 0: Okay. Hang on. Let me just check again on our end. Hello, Bart?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Thank you for waiting. So I'll forward your concern to the provisioning team, and they said that they will investigate again the issue why some website may still\n\nChannel 1: Okay.\n\nChannel 0: be blocked or experiencing access issues. So our team will be reaching out to the relevant providers today to request that the IP address be unblock where necessary. And we will continue coordinating with them, and we'll provide you with an update once we receive further information. So as of the moment, we still do not have the estimated time for the restoration of this issue. It's\n\nChannel 1: Right.\n\nChannel 0: still\n\nChannel 1: The\n\nChannel 0: ongoing.\n\nChannel 1: only issue is I'm, like, still paying my bill, but the Internet's not working, and it's been like that for, like, almost two weeks now. So\n\nChannel 0: Yeah. So\n\nChannel 1: I feel like\n\nChannel 0: regarding\n\nChannel 1: I,\n\nChannel 0: the\n\nChannel 1: like\n\nChannel 0: mhmm.\n\nChannel 1: yep.\n\nChannel 0: Regarding the your bill, we can adjust it or give you a discount if ever since today you do not have the Internet connection or you have an issue with the Internet.\n\nChannel 1: Yeah. But, like, I've\n\nChannel 0: Mhmm.\n\nChannel 1: spent almost, like, 50 or $60 on mobile data now.\n\nChannel 0: We understand. But this issue is still ongoing, so I cannot give you right now the x ETR for this.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: Alright. When will I head by?\n\nChannel 0: Is it okay if I give you a callback then once I receive an update from the team?\n\nChannel 1: Sure.\n\nChannel 0: Mhmm. Yeah. We're really sorry for the frustration and inconvenience this is causing you.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. Thank you. Bye for now.\n\nChannel 1: Yeah.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.48,"end":2.96,"sentiment":"neutral","sentiment_score":0.11762373149394988},{"text":"Good morning.","start":2.96,"end":3.6,"sentiment":"neutral","sentiment_score":0.3226085603237152},{"text":"This is Maureen from Airtel tech support.","start":3.6,"end":6.1,"sentiment":"neutral","sentiment_score":0.30032060401780264},{"text":"How can I assist you today?","start":6.16,"end":7.62,"sentiment":"neutral","sentiment_score":0.30545395116011304}],"sentiment":"neutral","sentiment_score":0.2936130492016673,"channel":0,"num_words":16,"start":2.48,"end":7.62},{"sentences":[{"text":"Hi, Mary.","start":8.559999,"end":9.2,"sentiment":"neutral","sentiment_score":-0.039351810701191425},{"text":"My name is, and I'm calling in regards to my Internet that's still not 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Bart?","start":114.704994,"end":115.685,"sentiment":"neutral","sentiment_score":0.024724389426410198}],"sentiment":"neutral","sentiment_score":0.011974317580461502,"channel":0,"num_words":5,"start":35.87,"end":115.685},{"sentences":[{"text":"Hello?","start":116.21999,"end":116.71999,"sentiment":"neutral","sentiment_score":0.01620468497276306}],"sentiment":"neutral","sentiment_score":0.01620468497276306,"channel":1,"num_words":1,"start":116.21999,"end":116.71999},{"sentences":[{"text":"Yes.","start":117.47,"end":117.97,"sentiment":"neutral","sentiment_score":0.06212623789906502},{"text":"Thank you for waiting.","start":118.03,"end":119.17,"sentiment":"neutral","sentiment_score":0.2327159196138382},{"text":"Have you tried to run a 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now.","start":126.86,"end":128.0,"sentiment":"neutral","sentiment_score":0.05208190716803074}],"sentiment":"neutral","sentiment_score":0.05208190716803074,"channel":1,"num_words":4,"start":126.86,"end":128.0},{"sentences":[{"text":"Yeah.","start":128.99,"end":129.49,"sentiment":"neutral","sentiment_score":-0.049289681017398834},{"text":"Because upon coordinating with the back end team, they said the gear IP location issue affecting the connection has now been resolved, but there is still some customer who's still unable to access some website.","start":129.55,"end":143.575,"sentiment":"neutral","sentiment_score":-0.16242768658058984},{"text":"But if you're able to run a speed test now, the country now will show us Australia instead of The US, which indicates that the IP location has been corrected.","start":146.45999,"end":158.4,"sentiment":"neutral","sentiment_score":-0.09120047241449356}],"sentiment":"neutral","sentiment_score":-0.12833746793595227,"channel":0,"num_words":66,"start":128.99,"end":158.4},{"sentences":[{"text":"Right.","start":160.655,"end":161.155,"sentiment":"neutral","sentiment_score":-0.09704579412937164},{"text":"But, like, it's still not working, I guess.","start":163.215,"end":166.515,"sentiment":"neutral","sentiment_score":-0.29961910657584667}],"sentiment":"neutral","sentiment_score":-0.27711096074846053,"channel":1,"num_words":9,"start":160.655,"end":166.515},{"sentences":[{"text":"Is it still on your TV or some websites?","start":170.985,"end":173.645,"sentiment":"neutral","sentiment_score":-0.15640385614501107}],"sentiment":"neutral","sentiment_score":-0.15640385614501107,"channel":0,"num_words":9,"start":170.985,"end":173.645},{"sentences":[{"text":"Websites, TV, 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Bart?","start":317.05,"end":318.03,"sentiment":"neutral","sentiment_score":0.04168437048792839}],"sentiment":"neutral","sentiment_score":0.010405910846132498,"channel":0,"num_words":13,"start":185.8,"end":318.03},{"sentences":[{"text":"Hello?","start":318.55002,"end":319.05002,"sentiment":"neutral","sentiment_score":0.021663039922714233}],"sentiment":"neutral","sentiment_score":0.021663039922714233,"channel":1,"num_words":1,"start":318.55002,"end":319.05002},{"sentences":[{"text":"Yes.","start":319.93,"end":320.43,"sentiment":"neutral","sentiment_score":0.0929017812013626},{"text":"Thank you for waiting.","start":320.65,"end":321.71,"sentiment":"neutral","sentiment_score":0.22474427470297087},{"text":"So I'll forward your concern to the provisioning team, and they said that they will investigate again the issue why some website may 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team?","start":413.355,"end":418.015,"sentiment":"neutral","sentiment_score":0.06384051642898056}],"sentiment":"neutral","sentiment_score":0.06384051642898056,"channel":0,"num_words":18,"start":413.355,"end":418.015},{"sentences":[{"text":"Sure.","start":418.58002,"end":419.08002,"sentiment":"neutral","sentiment_score":0.03191686421632767}],"sentiment":"neutral","sentiment_score":0.03191686421632767,"channel":1,"num_words":1,"start":418.58002,"end":419.08002},{"sentences":[{"text":"Mhmm.","start":419.67502,"end":420.17502,"sentiment":"neutral","sentiment_score":-0.027996428310871124},{"text":"Yeah.","start":420.635,"end":421.135,"sentiment":"neutral","sentiment_score":-0.0735134705901146},{"text":"We're really sorry for the frustration and inconvenience this is causing you.","start":421.355,"end":425.49,"sentiment":"negative","sentiment_score":-0.5273738379279772}],"sentiment":"negative","sentiment_score":-0.4592854252883366,"channel":0,"num_words":14,"start":419.67502,"end":425.49},{"sentences":[{"text":"Yeah.","start":426.225,"end":426.725,"sentiment":"neutral","sentiment_score":-0.09317922592163086}],"sentiment":"neutral","sentiment_score":-0.09317922592163086,"channel":1,"num_words":1,"start":426.225,"end":426.725},{"sentences":[{"text":"Yeah.","start":428.28998,"end":428.53,"sentiment":"positive","sentiment_score":0.4939234852790833},{"text":"Thank you.","start":428.53,"end":429.27,"sentiment":"positive","sentiment_score":0.7786218523979187},{"text":"Bye for now.","start":429.33,"end":430.22998,"sentiment":"positive","sentiment_score":0.4592246115207672}],"sentiment":"positive","sentiment_score":0.5714735041062037,"channel":0,"num_words":6,"start":428.28998,"end":430.22998},{"sentences":[{"text":"Yeah.","start":430.705,"end":431.205,"sentiment":"neutral","sentiment_score":-0.09502850472927094}],"sentiment":"neutral","sentiment_score":-0.09502850472927094,"channel":1,"num_words":1,"start":430.705,"end":431.205}]},"summary":{"result":"success","short":"A customer named Bart Kanna has been experiencing issues with his internet and has had the geolocation issue resolved, but it is still not working. The agent informs him that the issue has been resolved, but there is still some customer who is unable to access some websites. The agent will forward the customer's concern to the provisioning team and provide an estimated time for restoration. The customer is asked to call back once he receives an update."},"intents":{"segments":[{"text":"Hi, Mary. My name is, and I'm calling in regards to my Internet that's still not fixed. Mhmm.","start_word":16,"end_word":33,"intents":[{"intent":"Fix internet connection issue","confidence_score":0.037759397}]},{"text":"So our team will be reaching out to the relevant providers today to request that the IP address be unblock where necessary.","start_word":253,"end_word":274,"intents":[{"intent":"Unblock ip address","confidence_score":0.1509121}]},{"text":"And we will continue coordinating with them, and we'll provide you with an update once we receive further information.","start_word":275,"end_word":293,"intents":[{"intent":"Provide update","confidence_score":0.14079255}]},{"text":"Regarding the your bill, we can adjust it or give you a discount if ever since today you do not have the Internet connection or you have an issue with the Internet. Yeah.","start_word":355,"end_word":387,"intents":[{"intent":"Adjust bill","confidence_score":0.88484627},{"intent":"Offer discount","confidence_score":0.021874784}]},{"text":"Is it okay if I give you a callback then once I receive an update from the team? Sure.","start_word":430,"end_word":448,"intents":[{"intent":"Suggest callback","confidence_score":0.0007666044}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Airtel tech support. How can I assist you today? Hi, Mary. My name is, and I'm calling in regards to my Internet that's still not fixed.","start_word":0,"end_word":32,"sentiment":"neutral","sentiment_score":0.0955568104982376},{"text":"Mhmm. I had the geolocation issue, and it's still not fixed. And now I can't get any work done either from home, and it's really starting to annoy me.","start_word":33,"end_word":61,"sentiment":"negative","sentiment_score":-0.643721342086792},{"text":"Okay. Yeah. Okay. Is it okay if I put you on hold? Let me just check your account. Sure. Am I speaking with Bart Kanna? Yeah. Okay. Hang on. Hello, Bart? Hello? Yes. Thank you for waiting. Have you tried to run a speed I test and check the location? can do that now. Yeah. Because upon coordinating with the back end team, they said the gear IP location issue affecting the connection has now been resolved, but there is still some customer who's still unable to access some website. But if you're able to run a speed test now, the country now will show us Australia instead of The US, which indicates that the IP location has been corrected. Right. But, like, it's still not working, I guess. Is it still on your TV or some websites? Websites, TV, everything. Okay. Hang on. Let me just check again on our end. Hello, Bart? Hello? Yes.","start_word":62,"end_word":217,"sentiment":"neutral","sentiment_score":-0.06577833741903305},{"text":"Thank you for waiting.","start_word":218,"end_word":221,"sentiment":"positive","sentiment_score":0.3427455425262451},{"text":"So I'll forward your concern to the provisioning team, and they said that they will investigate again the issue why some website may still Okay. be blocked or experiencing access issues. So our team will be reaching out to the relevant providers today to request that the IP address be unblock where necessary. And we will continue coordinating with them, and we'll provide you with an update once we receive further information. So as of the moment, we still do not have the estimated time for the restoration of this issue. It's Right. still The ongoing. only issue is I'm, like, still paying my bill, but the Internet's not working, and it's been like that for, like, almost two weeks now. So Yeah. So I feel like regarding I, the like mhmm. yep. Regarding the your bill, we can adjust it or give you a discount if ever since today you do not have the Internet connection or you have an issue with the Internet. Yeah. But, like, I've Mhmm. spent almost, like, 50 or $60 on mobile data now. We understand. But this issue is still ongoing, so I cannot give you right now the x ETR for this. Okay. Mhmm. Alright. When will I head by? Is it okay if I give you a callback then once I receive an update from the team? Sure. Mhmm. Yeah.","start_word":222,"end_word":450,"sentiment":"neutral","sentiment_score":-0.06511005759239197},{"text":"We're really sorry for the frustration and inconvenience this is causing you.","start_word":451,"end_word":462,"sentiment":"negative","sentiment_score":-0.4968648850917816},{"text":"Yeah.","start_word":463,"end_word":463,"sentiment":"neutral","sentiment_score":-0.1328158974647522},{"text":"Yeah. Thank you. Bye for now.","start_word":464,"end_word":469,"sentiment":"positive","sentiment_score":0.555981457233429},{"text":"Yeah.","start_word":470,"end_word":470,"sentiment":"neutral","sentiment_score":0.1998395323753357}],"average":{"sentiment":"neutral","sentiment_score":-0.09042056013898152}}}}