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May I know since when it happened? Okay. Is it okay if I put you on hold for a while? Let me just check your account. Okay. Okay. Hang in. Hello, Matthew? Yes. Thank you for waiting. So upon checking your account actually, we have checked if there's an outage ongoing with the area. But upon checking, there's no outage, and there seems to be no issue with the Internet service. But we're what we're going to do now is reboot the network at the address. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Yeah. Okay. Hang on. Let me just update that. Okay. Sorry? Yeah. You just need to do please unplug the router. Keep it unplugged for twenty minutes. And after that, plug it back in and check your Internet connection. Mhmm. Yeah. Sure. Okay. Is the router turned off now? Unplugged? No. We need to turn off the router for twenty minutes then. Okay. Sure. Mhmm. Okay. But is it turned off? Did you turn off the router? Just just unplug the power cord. Yeah. And keep it unplugged for twenty minutes. Turn off. Like a turn off. So I'll know this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Yeah. Yeah. No need to unplug it. Just turned it off. We're going to reboot the network on our side while the router is turned off. This often clears any clears out any recurring connectivity issues. So, yeah, I'll, yeah, I'll know this step in your account. Then once, you turn it on after twenty minutes, then if the issue is still there after that, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Mhmm. Yeah. After you turn it off turn it on. Mhmm. Okay. Thank you. Turn on. Yeah. Yeah. And check. Okay. Sure. You're welcome. Bye for now. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nOkay. May I know your full name, please, for me to check the account? Mhmm. Okay. I see.\n\nMay I know since when it happened? Okay. Is it okay if I put you on hold for a while? Let me just check your account. Okay.\n\nOkay. Hang in. Hello, Matthew? Yes. Thank you for waiting.\n\nSo upon checking your account actually, we have checked if there's an outage ongoing with the area. But upon checking, there's no outage, and there seems to be no issue with the Internet service. But we're what we're going to do now is reboot the network at the address. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Yeah.\n\nOkay. Hang on. Let me just update that. Okay. Sorry?\n\nYeah. You just need to do please unplug the router. Keep it unplugged for twenty minutes. And after that, plug it back in and check your Internet connection. Mhmm.\n\nYeah. Sure. Okay. Is the router turned off now? Unplugged?\n\nNo. We need to turn off the router for twenty minutes then. Okay. Sure. Mhmm.\n\nOkay. But is it turned off? Did you turn off the router? Just just unplug the power cord. Yeah.\n\nAnd keep it unplugged for twenty minutes. Turn off. Like a turn off. So I'll know this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nYeah. Yeah. Yeah. No need to unplug it. Just turned it off.\n\nWe're going to reboot the network on our side while the router is turned off. This often clears any clears out any recurring connectivity issues. So, yeah, I'll, yeah, I'll know this step in your account. Then once, you turn it on after twenty minutes, then if the issue is still there after that, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Mhmm.\n\nYeah. After you turn it off turn it on. Mhmm. Okay. Thank you.\n\nTurn on. Yeah. Yeah. And check. Okay.\n\nSure. You're welcome. Bye for now. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.11473015695810318},{"text":"Good morning.","start":2.0,"end":2.72,"sentiment":"positive","sentiment_score":0.3432765156030655},{"text":"This is Maureen from Airtel tech support.","start":2.72,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.22717231937817164},{"text":"How can I assist you today?","start":6.3199997,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.13677673414349556},{"text":"Mhmm.","start":7.7599998,"end":8.26,"sentiment":"neutral","sentiment_score":-0.013462093658745289}],"sentiment":"neutral","sentiment_score":0.18815810205962727,"num_words":17,"start":1.5999999,"end":8.26},{"sentences":[{"text":"Okay.","start":29.720001,"end":30.220001,"sentiment":"neutral","sentiment_score":-0.03820094466209411},{"text":"May I know your full name, please, for me to check the 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waiting.","start":205.14,"end":206.2,"sentiment":"neutral","sentiment_score":0.30247268825769424}],"sentiment":"neutral","sentiment_score":0.16408433467149736,"num_words":10,"start":84.455,"end":206.2},{"sentences":[{"text":"So upon checking your account actually, we have checked if there's an outage ongoing with the area.","start":206.42,"end":215.72,"sentiment":"neutral","sentiment_score":0.07715479196871028},{"text":"But upon checking, there's no outage, and there seems to be no issue with the Internet service.","start":216.30501,"end":221.925,"sentiment":"neutral","sentiment_score":0.13657206779017167},{"text":"But we're what we're going to do now is reboot the network at the address.","start":222.705,"end":228.165,"sentiment":"neutral","sentiment_score":-0.03973992553850015},{"text":"So for it to take effect on your end, is it okay if you do a full power cycle with the router?","start":228.63,"end":233.77,"sentiment":"neutral","sentiment_score":0.08477439680560069},{"text":"Yeah.","start":235.51,"end":236.01,"sentiment":"neutral","sentiment_score":0.09893900156021118}],"sentiment":"neutral","sentiment_score":0.06946157589037386,"num_words":72,"start":206.42,"end":236.01},{"sentences":[{"text":"Okay.","start":236.63,"end":236.95,"sentiment":"neutral","sentiment_score":0.07671181857585907},{"text":"Hang on.","start":236.95,"end":237.27,"sentiment":"neutral","sentiment_score":0.04154849611222744},{"text":"Let me just update that.","start":237.27,"end":240.87,"sentiment":"neutral","sentiment_score":0.039202213287353516},{"text":"Okay.","start":240.87,"end":241.37,"sentiment":"neutral","sentiment_score":-0.024820411577820774},{"text":"Sorry?","start":244.815,"end":245.315,"sentiment":"neutral","sentiment_score":-0.1713714450597763}],"sentiment":"neutral","sentiment_score":0.015962802059948444,"num_words":10,"start":236.63,"end":245.315},{"sentences":[{"text":"Yeah.","start":255.215,"end":255.715,"sentiment":"neutral","sentiment_score":-0.02993656136095524},{"text":"You just need to do please unplug the router.","start":256.35,"end":261.01,"sentiment":"neutral","sentiment_score":-0.11526208536492454},{"text":"Keep it unplugged for twenty minutes.","start":261.87,"end":264.05002,"sentiment":"neutral","sentiment_score":-0.09266882389783859},{"text":"And after that, plug it back in and check your Internet 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escalate the issue if needed.","start":368.94498,"end":378.74002,"sentiment":"neutral","sentiment_score":-0.18021844666112552}],"sentiment":"neutral","sentiment_score":-0.09617899682510782,"num_words":54,"start":360.865,"end":378.74002},{"sentences":[{"text":"Yeah.","start":382.56003,"end":383.06003,"sentiment":"neutral","sentiment_score":-0.04239991307258606},{"text":"Yeah.","start":388.075,"end":388.575,"sentiment":"neutral","sentiment_score":0.04041782021522522},{"text":"Yeah.","start":389.11502,"end":389.435,"sentiment":"neutral","sentiment_score":0.05418285354971886},{"text":"No need to unplug it.","start":389.435,"end":390.555,"sentiment":"neutral","sentiment_score":-0.02194356471300125},{"text":"Just turned it off.","start":390.555,"end":391.855,"sentiment":"neutral","sentiment_score":-0.023665438406169415}],"sentiment":"neutral","sentiment_score":-0.012681568041443825,"num_words":12,"start":382.56003,"end":391.855},{"sentences":[{"text":"We're going to reboot the network on our 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Hi, ma'am. Ma'am, this is Matthew here. I have an issue with my Internet in Wellington location. So I did say visit a couple of times. I think I've also updated yesterday when I reached out to someone from your side. Like, I'm getting a disconnection during a call or a video call maybe. Yeah. It is s I b y, Matthew, with the single t, m a t h e w. It happens a couple of times. Like, yesterday, I had it around ten, ten, twelve. Today also the same time. Around that time, we disconnect. And yesterday, day before yesterday as well towards the same time and towards the evening around seven, 07:30. Like, couple of disruptions within a day. Yeah. It looks like it is a pattern. So, yeah, if you could look in that side, yeah, that would be great. Thank you. Yes. Sure. So you mean to say I need to disconnect it? Right? You mean to say that I would would be would like to I mean, the Internet has to be disconnected to do the testing or in some point in time or how is it? Yeah. So one second. Disconnected now? Yeah. So now right now as we speak, the net is disconnected now itself. Never as well. Let me check. One second. One second. I'm going to the router. By the way, the router is showing green only. Pardon? No. I'm going to do it. So you mean to say turn it off from the side or turn it from the side? Okay. Yeah. So the router has to be turned off and nothing else. Right? I I don't need to unplug the wire or anything from the from the from the other side. Right? Okay. So what you're going to do right now, is it going to do a testing on the router? Or yep. Yep. Alright. Go on. Yep. So I will yep. Oh, yes. I'll do that. I'll what I'll do, I'll switch it off because it was reconnecting it back. But, again, if I am switching it up on by another twenty minutes, I'll leave it. It's working fine. But if I face some disconnection, I'll I'll give you a heads up there. Yeah. Okay. Yep. Yep. Yep. Got it. Yep. So after twenty minutes, that's it. I'll turn it off. Yeah. Turn on the router and start working from there. Alright. I'll keep a twenty minute break there. Yeah. Thanks for that. 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Hi, ma'am. Ma'am, this is Matthew here. I have an issue with my Internet in Wellington location. So I did say visit a couple of times.\n\nI think I've also updated yesterday when I reached out to someone from your side. Like, I'm getting a disconnection during a call or a video call maybe. Yeah. It is s I b y, Matthew, with the single t, m a t h e w. It happens a couple of times.\n\nLike, yesterday, I had it around ten, ten, twelve. Today also the same time. Around that time, we disconnect. And yesterday, day before yesterday as well towards the same time and towards the evening around seven, 07:30. Like, couple of disruptions within a day.\n\nYeah. It looks like it is a pattern. So, yeah, if you could look in that side, yeah, that would be great. Thank you. Yes.\n\nSure. So you mean to say I need to disconnect it? Right? You mean to say that I would would be would like to I mean, the Internet has to be disconnected to do the testing or in some point in time or how is it? Yeah.\n\nSo one second. Disconnected now? Yeah. So now right now as we speak, the net is disconnected now itself. Never as well.\n\nLet me check. One second. One second. I'm going to the router. By the way, the router is showing green only.\n\nPardon? No. I'm going to do it. So you mean to say turn it off from the side or turn it from the side? Okay.\n\nYeah. So the router has to be turned off and nothing else. Right? I I don't need to unplug the wire or anything from the from the from the other side. Right?\n\nOkay. So what you're going to do right now, is it going to do a testing on the router? Or yep. Yep. Alright.\n\nGo on. Yep. So I will yep. Oh, yes. I'll do that.\n\nI'll what I'll do, I'll switch it off because it was reconnecting it back. But, again, if I am switching it up on by another twenty minutes, I'll leave it. It's working fine. But if I face some disconnection, I'll I'll give you a heads up there. Yeah.\n\nOkay. Yep. Yep. Yep. Got it.\n\nYep. So after twenty minutes, that's it. I'll turn it off. Yeah. Turn on the router and start working from there.\n\nAlright. I'll keep a twenty minute break there. Yeah. Thanks for that. Bye bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":6.64,"end":6.8799996,"sentiment":"neutral","sentiment_score":0.15277700126171112},{"text":"Hi, ma'am.","start":6.8799996,"end":7.62,"sentiment":"neutral","sentiment_score":0.16508134454488754},{"text":"Ma'am, this is Matthew here.","start":8.16,"end":9.599999,"sentiment":"neutral","sentiment_score":0.0002058235928416252},{"text":"I have an issue with my Internet in Wellington location.","start":9.599999,"end":12.5,"sentiment":"neutral","sentiment_score":-0.2321235418319702},{"text":"So I did say visit a couple of times.","start":13.514999,"end":16.875,"sentiment":"neutral","sentiment_score":-0.18394941753811306}],"sentiment":"neutral","sentiment_score":-0.12936338399433428,"num_words":27,"start":6.64,"end":16.875},{"sentences":[{"text":"I think I've also updated yesterday when I reached out to someone from your side.","start":16.875,"end":22.414999,"sentiment":"neutral","sentiment_score":-0.18950573801994325},{"text":"Like, I'm getting a disconnection during a call or a video call maybe.","start":23.675,"end":27.935,"sentiment":"negative","sentiment_score":-0.33371227291914135},{"text":"Yeah.","start":33.84,"end":34.08,"sentiment":"neutral","sentiment_score":0.0017941417172551155},{"text":"It is s I b y, Matthew, with the single t, m a t h e w.","start":34.08,"end":40.34,"sentiment":"neutral","sentiment_score":0.001990930802147726},{"text":"It happens a couple of times.","start":48.575,"end":50.675,"sentiment":"neutral","sentiment_score":-0.10616934547821681}],"sentiment":"neutral","sentiment_score":-0.14965811011083693,"num_words":52,"start":16.875,"end":50.675},{"sentences":[{"text":"Like, yesterday, I had it around ten, ten, twelve.","start":50.815002,"end":54.195,"sentiment":"neutral","sentiment_score":-0.0653850639031993},{"text":"Today also the same time.","start":54.255,"end":55.775,"sentiment":"neutral","sentiment_score":-0.08498839139938355},{"text":"Around that time, we 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only.","start":335.24,"end":337.5,"sentiment":"neutral","sentiment_score":-0.0015130421767632167}],"sentiment":"neutral","sentiment_score":-0.019570226160188515,"num_words":21,"start":293.22998,"end":337.5},{"sentences":[{"text":"Pardon?","start":344.12,"end":344.62,"sentiment":"neutral","sentiment_score":-0.11774598062038422},{"text":"No.","start":347.71503,"end":348.035,"sentiment":"neutral","sentiment_score":-0.2701130211353302},{"text":"I'm going to do it.","start":348.035,"end":348.99503,"sentiment":"neutral","sentiment_score":-0.19398437142372132},{"text":"So you mean to say turn it off from the side or turn it from the 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side.","start":383.105,"end":388.30502,"sentiment":"neutral","sentiment_score":-0.12289097532629967},{"text":"Right?","start":388.30502,"end":388.65,"sentiment":"neutral","sentiment_score":0.049122102558612823}],"sentiment":"neutral","sentiment_score":-0.11155390471685678,"num_words":32,"start":358.83502,"end":388.65},{"sentences":[{"text":"Okay.","start":392.33,"end":392.83,"sentiment":"neutral","sentiment_score":0.055080145597457886},{"text":"So what you're going to do right now, is it going to do a testing on the router?","start":393.13,"end":396.97,"sentiment":"neutral","sentiment_score":0.04731354727927181},{"text":"Or yep.","start":396.97,"end":402.43,"sentiment":"neutral","sentiment_score":0.02892044000327587},{"text":"Yep.","start":404.55502,"end":405.05502,"sentiment":"neutral","sentiment_score":0.05228973925113678},{"text":"Alright.","start":413.915,"end":414.415,"sentiment":"neutral","sentiment_score":0.10392646491527556}],"sentiment":"neutral","sentiment_score":0.048729612208578896,"num_words":23,"start":392.33,"end":414.415},{"sentences":[{"text":"Go on.","start":414.475,"end":415.035,"sentiment":"neutral","sentiment_score":0.09296408295631409},{"text":"Yep.","start":415.035,"end":415.535,"sentiment":"neutral","sentiment_score":0.15304002165794373},{"text":"So I will yep.","start":415.62,"end":422.28,"sentiment":"neutral","sentiment_score":0.12892174534499645},{"text":"Oh, yes.","start":431.755,"end":432.075,"sentiment":"neutral","sentiment_score":0.08817805349826813},{"text":"I'll do that.","start":432.075,"end":432.955,"sentiment":"neutral","sentiment_score":0.12544704973697662}],"sentiment":"neutral","sentiment_score":0.11727936876316865,"num_words":12,"start":414.475,"end":432.955},{"sentences":[{"text":"I'll what I'll do, I'll switch it off because it was reconnecting it back.","start":432.955,"end":436.475,"sentiment":"neutral","sentiment_score":0.041962439726505964},{"text":"But, again, if I am switching it up on by another twenty minutes, I'll leave it.","start":436.475,"end":439.915,"sentiment":"neutral","sentiment_score":0.04987349594011903},{"text":"It's working fine.","start":439.915,"end":441.055,"sentiment":"neutral","sentiment_score":0.20618077119191489},{"text":"But if I face some disconnection, I'll I'll give you a heads up there.","start":441.195,"end":444.24,"sentiment":"neutral","sentiment_score":-0.10841365052121026},{"text":"Yeah.","start":445.91998,"end":446.31998,"sentiment":"neutral","sentiment_score":0.0005391687154769897}],"sentiment":"neutral","sentiment_score":0.010140426379318038,"num_words":48,"start":432.955,"end":446.31998},{"sentences":[{"text":"Okay.","start":446.31998,"end":446.81998,"sentiment":"neutral","sentiment_score":0.012949461117386818},{"text":"Yep.","start":447.44,"end":447.94,"sentiment":"neutral","sentiment_score":0.007996573112905025},{"text":"Yep.","start":448.31998,"end":448.81998,"sentiment":"neutral","sentiment_score":0.035119593143463135},{"text":"Yep.","start":448.88,"end":449.28,"sentiment":"neutral","sentiment_score":0.05682812258601189},{"text":"Got it.","start":449.28,"end":449.68,"sentiment":"neutral","sentiment_score":0.08903110772371292}],"sentiment":"neutral","sentiment_score":0.04849266090119878,"num_words":6,"start":446.31998,"end":449.68},{"sentences":[{"text":"Yep.","start":449.68,"end":450.0,"sentiment":"neutral","sentiment_score":0.05385852977633476},{"text":"So after twenty minutes, that's it.","start":450.0,"end":451.59998,"sentiment":"neutral","sentiment_score":0.10819518597175677},{"text":"I'll turn it off.","start":451.59998,"end":452.97998,"sentiment":"neutral","sentiment_score":0.052464673295617104},{"text":"Yeah.","start":454.0,"end":454.24,"sentiment":"neutral","sentiment_score":0.06362544000148773},{"text":"Turn on the router and start working from there.","start":454.24,"end":456.36893,"sentiment":"neutral","sentiment_score":0.09043930802080366}],"sentiment":"neutral","sentiment_score":0.08526035957038403,"num_words":21,"start":449.68,"end":456.36893},{"sentences":[{"text":"Alright.","start":456.4489,"end":456.76892,"sentiment":"neutral","sentiment_score":0.15954257547855377},{"text":"I'll keep a twenty minute break there.","start":456.76892,"end":458.60892,"sentiment":"neutral","sentiment_score":0.10039241186210088},{"text":"Yeah.","start":458.60892,"end":459.10892,"sentiment":"neutral","sentiment_score":0.2060849368572235},{"text":"Thanks for that.","start":459.48892,"end":460.46893,"sentiment":"positive","sentiment_score":0.46240662535031635},{"text":"Bye bye.","start":463.1689,"end":463.90894,"sentiment":"neutral","sentiment_score":0.2853897139430046}],"sentiment":"neutral","sentiment_score":0.21616954995053156,"num_words":14,"start":456.4489,"end":463.90894}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Airtel tech support. How can\n\nChannel 1: Yes.\n\nChannel 0: I\n\nChannel 1: Hi,\n\nChannel 0: assist\n\nChannel 1: ma'am.\n\nChannel 0: you today? Mhmm.\n\nChannel 1: Ma'am, this is Matthew here. I have an issue with my Internet in Wellington location. So I did say visit a couple of times. I think I've also updated yesterday when I reached out to someone from your side. Like, I'm getting a disconnection during a call or a video call maybe.\n\nChannel 0: Okay. May I know your full name, please, for me to check the account?\n\nChannel 1: Yeah. It is s I b y,\n\nChannel 0: Mhmm.\n\nChannel 1: Matthew, with the single t, m a t h e w.\n\nChannel 0: Okay. I see. May I know since when it happened?\n\nChannel 1: It happens a couple of times. Like, yesterday, I had it around ten, ten, twelve. Today also the same time. Around that time, we disconnect. And yesterday, day before yesterday as well towards the same time and towards the evening around seven, 07:30.\n\nLike, couple of disruptions within a day.\n\nChannel 0: Okay. Is it okay if I put you on hold for a while? Let me just check your account.\n\nChannel 1: Yeah. It looks like it\n\nChannel 0: Okay.\n\nChannel 1: is a pattern. So, yeah, if you could look in that side, yeah, that would be great. Thank you.\n\nChannel 0: Okay. Hang in. Hello, Matthew?\n\nChannel 1: Yes.\n\nChannel 0: Yes. Thank you for waiting. So upon checking your account actually, we have checked if there's an outage ongoing with the area. But upon checking, there's no outage, and there seems to be no issue with the Internet service. But we're what we're going to do now is reboot the network at the address.\n\nSo for it to take effect on your end, is it okay if you do a full power cycle with the router?\n\nChannel 1: Sure.\n\nChannel 0: Yeah. Okay. Hang on. Let me just\n\nChannel 1: So you mean\n\nChannel 0: update\n\nChannel 1: to say\n\nChannel 0: that.\n\nChannel 1: I need\n\nChannel 0: Okay.\n\nChannel 1: to disconnect it?\n\nChannel 0: Sorry?\n\nChannel 1: Right? You mean to say that I would would be would like to I mean, the Internet has to be disconnected to do the testing or in some point in\n\nChannel 0: Yeah.\n\nChannel 1: time or how is it?\n\nChannel 0: You just need to do please unplug the router. Keep it unplugged for twenty minutes. And after that, plug it back in and check your Internet connection.\n\nChannel 1: Yeah. So\n\nChannel 0: Mhmm.\n\nChannel 1: one second.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: Disconnected now? Yeah. So now right now as we speak, the net is disconnected now itself. Never as well.\n\nChannel 0: Okay. Is the router turned off now? Unplugged?\n\nChannel 1: Let me check. One\n\nChannel 0: No. We need to turn off the router for twenty minutes then.\n\nChannel 1: second. One second. I'm going to the router.\n\nChannel 0: Okay. Sure.\n\nChannel 1: By the way, the router is showing green only.\n\nChannel 0: Mhmm. Okay. But is it turned off?\n\nChannel 1: Pardon?\n\nChannel 0: Did you turn off the router?\n\nChannel 1: No. I'm going to do it. So you mean to say turn it off from the side or turn it from the side?\n\nChannel 0: Just just unplug the power cord.\n\nChannel 1: Okay. Yeah.\n\nChannel 0: Yeah. And keep it unplugged for twenty minutes. Turn off. Like a turn off. So I'll know this step in your account.\n\nAnd if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: So the router has to be turned off and nothing\n\nChannel 0: Yeah.\n\nChannel 1: else. Right? I I don't need to unplug the wire or anything from the from the from the other side.\n\nChannel 0: Yeah.\n\nChannel 1: Right?\n\nChannel 0: Yeah. No need to unplug it. Just turned it off.\n\nChannel 1: Okay. So what you're going to do right now, is it going to do a testing on the router? Or\n\nChannel 0: We're going to reboot\n\nChannel 1: yep.\n\nChannel 0: the network on our side while\n\nChannel 1: Yep.\n\nChannel 0: the router is turned off. This often clears any clears out any recurring connectivity issues.\n\nChannel 1: Alright.\n\nChannel 0: So,\n\nChannel 1: Go on. Yep.\n\nChannel 0: yeah,\n\nChannel 1: So\n\nChannel 0: I'll, yeah,\n\nChannel 1: I will\n\nChannel 0: I'll know this step in your account. Then once, you turn it on after twenty minutes,\n\nChannel 1: yep.\n\nChannel 0: then if the issue is still there after that, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: Oh, yes. I'll do that. I'll what I'll do, I'll switch it off because it was reconnecting it back. But, again, if I am switching it up on by another twenty minutes, I'll leave it. It's working fine.\n\nBut if I face\n\nChannel 0: Mhmm.\n\nChannel 1: some disconnection, I'll I'll give you a heads up there.\n\nChannel 0: Yeah. After\n\nChannel 1: Yeah.\n\nChannel 0: you\n\nChannel 1: Okay.\n\nChannel 0: turn it off turn\n\nChannel 1: Yep.\n\nChannel 0: it on.\n\nChannel 1: Yep. Yep. Got it. Yep.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: So after twenty\n\nChannel 0: Thank\n\nChannel 1: minutes,\n\nChannel 0: you.\n\nChannel 1: that's it. I'll turn it off.\n\nChannel 0: Turn on. Yeah.\n\nChannel 1: Yeah. Turn on the router and start working from there. Alright. I'll\n\nChannel 0: Yeah.\n\nChannel 1: keep\n\nChannel 0: And\n\nChannel 1: a twenty\n\nChannel 0: check.\n\nChannel 1: minute break there. Yeah. Thanks for\n\nChannel 0: Okay.\n\nChannel 1: that.\n\nChannel 0: Sure. You're welcome. Bye for now. Have a great\n\nChannel 1: Bye\n\nChannel 0: day.\n\nChannel 1: bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.11473015695810318},{"text":"Good morning.","start":2.0,"end":2.72,"sentiment":"positive","sentiment_score":0.3432765156030655},{"text":"This is Maureen from Airtel tech support.","start":2.72,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.22717231937817164},{"text":"How 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today?","start":7.12,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.12873675674200058},{"text":"Mhmm.","start":7.7599998,"end":8.26,"sentiment":"neutral","sentiment_score":-0.013462093658745289}],"sentiment":"neutral","sentiment_score":0.08133713994175196,"channel":0,"num_words":3,"start":7.12,"end":8.26},{"sentences":[{"text":"Ma'am, this is Matthew here.","start":8.16,"end":9.599999,"sentiment":"neutral","sentiment_score":0.0002058235928416252},{"text":"I have an issue with my Internet in Wellington location.","start":9.599999,"end":12.5,"sentiment":"neutral","sentiment_score":-0.2321235418319702},{"text":"So I did say visit a couple of times.","start":13.514999,"end":16.875,"sentiment":"neutral","sentiment_score":-0.18394941753811306},{"text":"I think I've also updated yesterday when I reached out to someone from your side.","start":16.875,"end":22.414999,"sentiment":"neutral","sentiment_score":-0.18950573801994325},{"text":"Like, I'm getting a disconnection during a call or a video call maybe.","start":23.675,"end":27.935,"sentiment":"negative","sentiment_score":-0.33371227291914135}],"sentiment":"neutral","sentiment_score":-0.21454993608550957,"channel":1,"num_words":52,"start":8.16,"end":27.935},{"sentences":[{"text":"Okay.","start":29.720001,"end":30.220001,"sentiment":"neutral","sentiment_score":-0.03820094466209411},{"text":"May I know your full name, please, for me to check the account?","start":30.68,"end":33.5,"sentiment":"neutral","sentiment_score":0.004644167537872609}],"sentiment":"neutral","sentiment_score":0.0015838023807321282,"channel":0,"num_words":14,"start":29.720001,"end":33.5},{"sentences":[{"text":"Yeah.","start":33.84,"end":34.08,"sentiment":"neutral","sentiment_score":0.0017941417172551155},{"text":"It is s I b y,","start":34.08,"end":35.54,"sentiment":"neutral","sentiment_score":0.0006283164257183671}],"sentiment":"neutral","sentiment_score":0.0007948628959379026,"channel":1,"num_words":7,"start":33.84,"end":35.54},{"sentences":[{"text":"Mhmm.","start":36.28,"end":36.78,"sentiment":"neutral","sentiment_score":0.006047810893505812}],"sentiment":"neutral","sentiment_score":0.006047810893505812,"channel":0,"num_words":1,"start":36.28,"end":36.78},{"sentences":[{"text":"Matthew, with the single t, m a t h e w.","start":37.52,"end":40.34,"sentiment":"neutral","sentiment_score":0.0027341750074728307}],"sentiment":"neutral","sentiment_score":0.0027341750074728307,"channel":1,"num_words":11,"start":37.52,"end":40.34},{"sentences":[{"text":"Okay.","start":43.025,"end":43.425003,"sentiment":"neutral","sentiment_score":0.0005076611414551735},{"text":"I see.","start":43.425003,"end":44.005,"sentiment":"neutral","sentiment_score":-0.003040315117686987},{"text":"May I know since when it happened?","start":45.105003,"end":46.885002,"sentiment":"neutral","sentiment_score":-0.013387438442025865}],"sentiment":"neutral","sentiment_score":-0.009928503818809987,"channel":0,"num_words":10,"start":43.025,"end":46.885002},{"sentences":[{"text":"It happens a couple of times.","start":48.575,"end":50.675,"sentiment":"neutral","sentiment_score":-0.10616934547821681},{"text":"Like, yesterday, I had it around ten, ten, twelve.","start":50.815002,"end":54.195,"sentiment":"neutral","sentiment_score":-0.0653850639031993},{"text":"Today also the same time.","start":54.255,"end":55.775,"sentiment":"neutral","sentiment_score":-0.08498839139938355},{"text":"Around that time, we disconnect.","start":55.775,"end":57.829998,"sentiment":"neutral","sentiment_score":-0.1354350194334984},{"text":"And yesterday, day before yesterday as well towards the same time and towards the evening around seven, 07:30.","start":58.05,"end":65.97,"sentiment":"neutral","sentiment_score":-0.14745057498415312}],"sentiment":"neutral","sentiment_score":-0.11585369888086651,"channel":1,"num_words":43,"start":48.575,"end":65.97},{"sentences":[{"text":"Like, couple of disruptions within a day.","start":65.97,"end":68.47,"sentiment":"neutral","sentiment_score":-0.30631873863083975}],"sentiment":"neutral","sentiment_score":-0.30631873863083975,"channel":1,"num_words":7,"start":65.97,"end":68.47},{"sentences":[{"text":"Okay.","start":73.095,"end":73.595,"sentiment":"neutral","sentiment_score":-0.04639650881290436},{"text":"Is it okay if I put you on hold for a while?","start":73.655,"end":75.975,"sentiment":"neutral","sentiment_score":-0.02851418514425556},{"text":"Let me just check your account.","start":75.975,"end":77.515,"sentiment":"neutral","sentiment_score":0.0022441965217391653}],"sentiment":"neutral","sentiment_score":-0.019742186916501897,"channel":0,"num_words":19,"start":73.095,"end":77.515},{"sentences":[{"text":"Yeah.","start":78.064995,"end":78.384995,"sentiment":"neutral","sentiment_score":0.06614182889461517},{"text":"It looks like it","start":78.384995,"end":79.104996,"sentiment":"neutral","sentiment_score":0.05550151411443949}],"sentiment":"neutral","sentiment_score":0.05762957707047463,"channel":1,"num_words":5,"start":78.064995,"end":79.104996},{"sentences":[{"text":"Okay.","start":79.015,"end":79.515,"sentiment":"neutral","sentiment_score":0.10639692842960358}],"sentiment":"neutral","sentiment_score":0.10639692842960358,"channel":0,"num_words":1,"start":79.015,"end":79.515},{"sentences":[{"text":"is a pattern.","start":79.104996,"end":79.845,"sentiment":"neutral","sentiment_score":0.07015731558203697},{"text":"So, yeah, if you could look in that side, yeah, that would be great.","start":79.905,"end":82.865,"sentiment":"neutral","sentiment_score":0.26332206066165653},{"text":"Thank you.","start":82.865,"end":83.58,"sentiment":"positive","sentiment_score":0.37357281148433685}],"sentiment":"neutral","sentiment_score":0.24442770626199872,"channel":1,"num_words":19,"start":79.104996,"end":83.58},{"sentences":[{"text":"Okay.","start":84.455,"end":84.854996,"sentiment":"neutral","sentiment_score":0.07952779531478882},{"text":"Hang in.","start":84.854996,"end":85.595,"sentiment":"neutral","sentiment_score":0.060985781252384186},{"text":"Hello, Matthew?","start":201.785,"end":202.76501,"sentiment":"neutral","sentiment_score":0.04552803188562393}],"sentiment":"neutral","sentiment_score":0.05851108431816101,"channel":0,"num_words":5,"start":84.455,"end":202.76501},{"sentences":[{"text":"Yes.","start":203.67,"end":204.17,"sentiment":"neutral","sentiment_score":0.0911039337515831}],"sentiment":"neutral","sentiment_score":0.0911039337515831,"channel":1,"num_words":1,"start":203.67,"end":204.17},{"sentences":[{"text":"Yes.","start":204.81999,"end":205.14,"sentiment":"neutral","sentiment_score":0.13839717209339142},{"text":"Thank you for waiting.","start":205.14,"end":206.2,"sentiment":"neutral","sentiment_score":0.30247268825769424},{"text":"So upon checking your account actually, we have checked if there's an outage ongoing with the area.","start":206.42,"end":215.72,"sentiment":"neutral","sentiment_score":0.07715479196871028},{"text":"But upon checking, there's no outage, and there seems to be no issue with the Internet 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router?","start":228.63,"end":233.77,"sentiment":"neutral","sentiment_score":0.08477439680560069}],"sentiment":"neutral","sentiment_score":0.08477439680560069,"channel":0,"num_words":22,"start":228.63,"end":233.77},{"sentences":[{"text":"Sure.","start":234.39,"end":234.89,"sentiment":"neutral","sentiment_score":0.15825781226158142}],"sentiment":"neutral","sentiment_score":0.15825781226158142,"channel":1,"num_words":1,"start":234.39,"end":234.89},{"sentences":[{"text":"Yeah.","start":235.51,"end":236.01,"sentiment":"neutral","sentiment_score":0.09893900156021118},{"text":"Okay.","start":236.63,"end":236.95,"sentiment":"neutral","sentiment_score":0.07671181857585907},{"text":"Hang on.","start":236.95,"end":237.27,"sentiment":"neutral","sentiment_score":0.04154849611222744},{"text":"Let me 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customer named Matthew contacts Airtel tech support to report internet issues in his Wellington location. The representative, Maureen, checks the account and confirms that there is no outage, but there is an ongoing outage. Maureen instructs Matthew to reboot the network and check his internet connection, and also asks him to turn off the router for 20 minutes before starting a testing."},"intents":{"segments":[{"text":"Ma'am, this is Matthew here. I have an issue with my Internet in Wellington location. So I did say visit a couple of times. I think I've also updated yesterday when I reached out to someone from your side. Like, I'm getting a disconnection during a call or a video call maybe. Okay.","start_word":20,"end_word":72,"intents":[{"intent":"Schedule call","confidence_score":0.0021647532}]},{"text":"May I know your full name, please, for me to check the account? Yeah.","start_word":73,"end_word":86,"intents":[{"intent":"Request information","confidence_score":0.0025457938}]},{"text":"to disconnect it? Sorry? Right?","start_word":309,"end_word":313,"intents":[{"intent":"Disconnect router","confidence_score":0.3724908}]},{"text":"You just need to do please unplug the router. Keep it unplugged for twenty minutes. And after that, plug it back in and check your Internet connection. Yeah.","start_word":349,"end_word":376,"intents":[{"intent":"Test internet","confidence_score":0.011055688},{"intent":"Unplug router","confidence_score":0.0124428}]},{"text":"Is the router turned off now? Unplugged?","start_word":403,"end_word":409,"intents":[{"intent":"Turn off router","confidence_score":0.06522642}]},{"text":"So what you're going to do right now, is it going to do a testing on the router? Or We're going to reboot yep. the network on our side while Yep. the router is turned off. This often clears any clears out any recurring connectivity issues. Alright.","start_word":589,"end_word":635,"intents":[{"intent":"Troubleshoot router","confidence_score":0.11915856}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Airtel tech support. How can Yes. I assist Hi, you ma'am. today? Mhmm. Ma'am, this is Matthew here. I have an issue with my Internet in Wellington location. So I did say visit a couple of times. I think I've also updated yesterday when I reached out to someone from your side.","start_word":0,"end_word":58,"sentiment":"neutral","sentiment_score":-0.026649126783013344},{"text":"Like, I'm getting a disconnection during a call or a video call maybe.","start_word":59,"end_word":71,"sentiment":"negative","sentiment_score":-0.33398714661598206},{"text":"Okay. May I know your full name, please, for me to check the account? Yeah. It is s I b y, Mhmm. Matthew, with the single t, m a t h e w. Okay. I see. May I know since when it happened? It happens a couple of times. Like, yesterday, I had it around ten, ten, twelve. Today also the same time. Around that time, we disconnect. And yesterday, day before yesterday as well towards the same time and towards the evening around seven, 07:30. Like, couple of disruptions within a day. Okay. Is it okay if I put you on hold for a while? Let me just check your account. Yeah. It looks like it Okay. is a pattern. So, yeah, if you could look in that side, yeah, that would be great.","start_word":72,"end_word":206,"sentiment":"neutral","sentiment_score":-0.02286517433822155},{"text":"Thank you.","start_word":207,"end_word":208,"sentiment":"positive","sentiment_score":0.3498983383178711},{"text":"Okay. Hang in. Hello, Matthew? Yes. Yes. Thank you for waiting. So upon checking your account actually, we have checked if there's an outage ongoing with the area. But upon checking, there's no outage, and there seems to be no issue with the Internet service. But we're what we're going to do now is reboot the network at the address. So for it to take effect on your end, is it okay if you do a full power cycle with the router? Sure. Yeah. Okay. Hang on. Let me just So you update mean to say that. I need Okay. to disconnect it? Sorry? Right? You mean to say that I would would be would like to I mean, the Internet has to be disconnected to do the testing or in some point in Yeah. time or how is it? You just need to do please unplug the router. Keep it unplugged for twenty minutes. And after that, plug it back in and check your Internet connection. Yeah. So Mhmm. one second. Yeah. Sure. Disconnected now? Yeah.","start_word":209,"end_word":385,"sentiment":"neutral","sentiment_score":-0.002847374622094429},{"text":"So now right now as we speak, the net is disconnected now itself. Never as well.","start_word":386,"end_word":401,"sentiment":"negative","sentiment_score":-0.3453022539615631},{"text":"Okay. Is the router turned off now? Unplugged? Let me check. One No. We need to turn off the router for twenty minutes then. second. One second. I'm going to the router. Okay. Sure. By the way, the router is showing green only. Mhmm. Okay. But is it turned off? Pardon? Did you turn off the router? No. I'm going to do it. So you mean to say turn it off from the side or turn it from the side? Just just unplug the power cord. Okay. Yeah. Yeah. And keep it unplugged for twenty minutes. Turn off. Like a turn off. So I'll know this step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. So the router has to be turned off and nothing Yeah. else. Right? I I don't need to unplug the wire or anything from the from the from the other side. Yeah. Right? Yeah. No need to unplug it. Just turned it off. Okay. So what you're going to do right now, is it going to do a testing on the router? Or We're going to reboot yep. the network on our side while Yep. the router is turned off. This often clears any clears out any recurring connectivity issues. Alright. So, Go on. Yep. yeah, So I'll, yeah, I will I'll know this step in your account. Then once, you turn it on after twenty minutes, yep. then if the issue is still there after that, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Oh, yes. I'll do that. I'll what I'll do, I'll switch it off because it was reconnecting it back. But, again, if I am switching it up on by another twenty minutes, I'll leave it. It's working fine. But if I face Mhmm. some disconnection, I'll I'll give you a heads up there. Yeah. After Yeah. you Okay. turn it off turn Yep. it on. Yep. Yep. Got it. Yep. Mhmm. Okay. So after twenty Thank minutes, you. that's it. I'll turn it off. Turn on. Yeah. Yeah. Turn on the router and start working from there. Alright. I'll Yeah. keep And a twenty check. minute break there. Yeah.","start_word":402,"end_word":801,"sentiment":"neutral","sentiment_score":-0.010337951891124249},{"text":"Thanks for Okay. that. Sure. You're welcome.","start_word":802,"end_word":808,"sentiment":"positive","sentiment_score":0.4743640422821045},{"text":"Bye for now.","start_word":809,"end_word":811,"sentiment":"neutral","sentiment_score":0.19405369460582733},{"text":"Have a great Bye day.","start_word":812,"end_word":816,"sentiment":"positive","sentiment_score":0.6698148846626282},{"text":"bye.","start_word":817,"end_word":817,"sentiment":"neutral","sentiment_score":0.32576698064804077}],"average":{"sentiment":"neutral","sentiment_score":-0.00823709690824468}}}}