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Is it okay if I put you on hold? Let me just check your account. Hello, Prudence? Yes. Thank you for waiting. So according to the back end team, the Gail IP location issue has now been resolved. Have you tried to run a speed test on your end? Mhmm. Mhmm. Mhmm. Okay. I see. Because upon this morning, the back end team said that it's now good. Once you're on a speed test, and you can now see the location country, which is showing Australia instead of US, which indicate mhmm. Okay. I see. So I'm go actually, we do have, but if you want us to send one, it's upon approval. We're not yeah. We're not sure if when is the nearest time available for the for the technician? Your surname mhmm. Your full name is Prudence Dossi? Okay. I see. So upon checking your account, you're not under a contract. You're under no contract since 01/26/2025. Mhmm. Yeah. Actually, if you decide to cancel, we can proceed with the cancellation anytime since you're, yeah, since you're under a no contract term. Actually, we have other customer who already can access the website and some TV streaming platform, but some Actually, some customer already can access all the TV streaming, all the channels and the website, but we're we're still have customers still unable to access some website like you. So I yeah. Yeah. There are still other who can still access some website. And our team will are currently reaching out to the relevant providers today to request that the IP address to be unblocked where necessary. We'll continue coordinating with them. But there's still no estimated time of restoration for this. Sorry for the inconvenience. Mhmm. Yeah. And we'll provide you with an update once we receive further information. Mhmm. Yeah. Thank you. Bye. 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Good afternoon. This is Marie from Airtel tech support. How can I assist you today? Okay.\n\nAre you still experiencing the issue? Or is mhmm. Am I speaking with Prudence? Okay. Is it okay if I put you on hold?\n\nLet me just check your account. Hello, Prudence? Yes. Thank you for waiting. So according to the back end team, the Gail IP location issue has now been resolved.\n\nHave you tried to run a speed test on your end? Mhmm. Mhmm. Mhmm. Okay.\n\nI see. Because upon this morning, the back end team said that it's now good. Once you're on a speed test, and you can now see the location country, which is showing Australia instead of US, which indicate mhmm. Okay. I see.\n\nSo I'm go actually, we do have, but if you want us to send one, it's upon approval. We're not yeah. We're not sure if when is the nearest time available for the for the technician? Your surname mhmm. Your full name is Prudence Dossi?\n\nOkay. I see. So upon checking your account, you're not under a contract. 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Hi, Marie. My name is Pru. I'm in Australia, and last week, we had the Geo IP update. I'm just wondering when it's going to be back to normal. Yes. Yes. Yes. Thank you. You're fine. Yeah. I've done yeah. I've done it all. I've also contacted the apps like Stan, Channel seven. I've rang them all. And they're saying I need it to do with the Internet provider. So when I put Stan, it's just saying I'm out of the country. I can't access anything else. Netflix is still USA. Prime is still USA. We've got Foxtel, but that's all American time format. Yeah. I still can't access my work security system, the quotes and everything. Yeah. So I've reset I even reset we've reset the television back to default settings and everything, All of them. Yeah. We're still just having issues. No. Ours is, yeah, ours is still showing USA. Do you have a check do you have a technician that can come out, an Airtel technician? Okay. Okay. And just going over my just going over my contract, it says my contract's a twelve month twelve to twenty four months. Because I've been on fourteen months, does that mean I'm past the twelve month contract now? Can you just have a look at that? It doesn't make sense. Yes. Oh, okay. So I can face my contract now. Is that right? Oh, okay. Oh, that's alright. Okay. Oh, that's great. Thank you. I'll be in touch. I'll just talk to my partner about it tonight because we're still yeah. So as far as, you know, everything's back to normal. But just just us on on the Gold Coast. Have you had any issues with anyone else on the Gold Coast? Can I can I access all of them or not? Oh, okay. Oh, that's okay. Because I thought we're the only ones that can't access it, but there are some others who can't. Oh, okay. Oh, okay. Alright. That's okay. Well, I guess, just it might be resolved in a couple of days. Is that right? Okay. Oh, that's alright. Thank you for your help. I just wanted to know. 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Hi, Marie. My name is Pru. I'm in Australia, and last week, we had the Geo IP update. I'm just wondering when it's going to be back to normal.\n\nYes. Yes. Yes. Thank you. You're fine.\n\nYeah. I've done yeah. I've done it all. I've also contacted the apps like Stan, Channel seven. I've rang them all.\n\nAnd they're saying I need it to do with the Internet provider. So when I put Stan, it's just saying I'm out of the country. I can't access anything else. Netflix is still USA. Prime is still USA.\n\nWe've got Foxtel, but that's all American time format. Yeah. I still can't access my work security system, the quotes and everything. Yeah. So I've reset I even reset we've reset the television back to default settings and everything, All of them.\n\nYeah. We're still just having issues. No. Ours is, yeah, ours is still showing USA. Do you have a check do you have a technician that can come out, an Airtel technician?\n\nOkay. Okay. And just going over my just going over my contract, it says my contract's a twelve month twelve to twenty four months. Because I've been on fourteen months, does that mean I'm past the twelve month contract now? Can you just have a look at that?\n\nIt doesn't make sense. Yes. Oh, okay. So I can face my contract now. Is that right?\n\nOh, okay. Oh, that's alright. Okay. Oh, that's great. Thank you.\n\nI'll be in touch. I'll just talk to my partner about it tonight because we're still yeah. So as far as, you know, everything's back to normal. But just just us on on the Gold Coast. Have you had any issues with anyone else on the Gold Coast?\n\nCan I can I access all of them or not? Oh, okay. Oh, that's okay. Because I thought we're the only ones that can't access it, but there are some others who can't. Oh, okay.\n\nOh, okay. Alright. That's okay. Well, I guess, just it might be resolved in a couple of days. Is that right?\n\nOkay. Oh, that's alright. Thank you for your help. I just wanted to know. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":7.68,"end":8.0,"sentiment":"neutral","sentiment_score":0.08248618245124817},{"text":"Hi, Marie.","start":8.0,"end":8.72,"sentiment":"neutral","sentiment_score":0.09534923732280731},{"text":"My name is Pru.","start":8.72,"end":9.86,"sentiment":"neutral","sentiment_score":0.08575931936502457},{"text":"I'm in Australia, and last week, we had the Geo IP update.","start":10.4,"end":15.219999,"sentiment":"neutral","sentiment_score":0.04685053384552399},{"text":"I'm just wondering when it's going to be back to 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you.","start":350.00885,"end":350.74887,"sentiment":"neutral","sentiment_score":0.24997388571500778}],"sentiment":"neutral","sentiment_score":0.2602721522562206,"num_words":16,"start":346.88885,"end":350.74887},{"sentences":[{"text":"Bye.","start":351.68887,"end":352.18887,"sentiment":"neutral","sentiment_score":0.10662969946861268}],"sentiment":"neutral","sentiment_score":0.10662969946861268,"num_words":1,"start":351.68887,"end":352.18887}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Marie from Airtel tech support. How can I assist you today?\n\nChannel 1: Yeah. Hi, Marie. My name is Pru. I'm in Australia, and last week, we had the Geo IP update. I'm just wondering when it's going to be back to normal.\n\nChannel 0: Okay. Are you still experiencing the issue? Or is\n\nChannel 1: Yes.\n\nChannel 0: mhmm. Am I speaking with Prudence? Okay. Is it okay if I put you on hold? Let me just check your\n\nChannel 1: Yes. Yes. Thank you.\n\nChannel 0: account. Hello, Prudence?\n\nChannel 1: You're fine.\n\nChannel 0: Yes. Thank you for waiting. So according to the back end team, the Gail IP location issue has now been resolved. Have you tried to run a speed test\n\nChannel 1: Yeah.\n\nChannel 0: on your\n\nChannel 1: I've\n\nChannel 0: end?\n\nChannel 1: done yeah. I've done\n\nChannel 0: Mhmm.\n\nChannel 1: it all. I've also contacted the apps like Stan, Channel seven. I've rang them all.\n\nChannel 0: Mhmm.\n\nChannel 1: And they're saying I need it to do with the Internet provider. So when I put Stan, it's just saying I'm out of the country. I can't access anything else. Netflix is still USA. Prime is still USA.\n\nWe've got Foxtel, but that's all American time format. Yeah. I still can't access my work security system, the quotes and everything. Yeah. So I've reset I even reset we've reset the television back to default settings and everything, All of them.\n\nYeah. We're still just having issues.\n\nChannel 0: Mhmm. Okay. I see. Because upon this morning, the back end team said that it's now good. Once you're on a speed test, and you can now see the location country, which is showing Australia instead of US, which\n\nChannel 1: No.\n\nChannel 0: indicate\n\nChannel 1: Ours is, yeah,\n\nChannel 0: mhmm.\n\nChannel 1: ours is still showing USA.\n\nChannel 0: Okay. I see. So\n\nChannel 1: Do\n\nChannel 0: I'm\n\nChannel 1: you have\n\nChannel 0: go\n\nChannel 1: a check do you have a technician that can come out, an Airtel technician?\n\nChannel 0: actually, we do have, but if you want us to send one, it's upon approval.\n\nChannel 1: Okay.\n\nChannel 0: We're not yeah. We're not sure if when is the nearest time available for the\n\nChannel 1: Okay.\n\nChannel 0: for\n\nChannel 1: And\n\nChannel 0: the\n\nChannel 1: just\n\nChannel 0: technician?\n\nChannel 1: going over my just going over my contract, it says my contract's a twelve month twelve to twenty four months. Because I've been on fourteen months, does that mean I'm past the twelve month contract now? Can you just have a look at that? It\n\nChannel 0: Your\n\nChannel 1: doesn't make sense.\n\nChannel 0: surname mhmm. Your full name is Prudence Dossi?\n\nChannel 1: Yes.\n\nChannel 0: Okay. I see. So upon checking your account, you're not under a contract. You're under no contract since 01/26/2025.\n\nChannel 1: Oh, okay. So I can\n\nChannel 0: Mhmm.\n\nChannel 1: face my contract now. Is that right?\n\nChannel 0: Yeah. Actually, if you decide to cancel, we can proceed with the cancellation anytime\n\nChannel 1: Oh, okay. Oh,\n\nChannel 0: since\n\nChannel 1: that's alright.\n\nChannel 0: you're, yeah, since you're under a no contract term.\n\nChannel 1: Okay. Oh, that's great. Thank you. I'll be in touch. I'll just talk to my partner about it tonight because we're still yeah.\n\nSo as far as, you know, everything's back to normal. But just just us on on the Gold Coast. Have you had any issues with anyone else on the Gold Coast?\n\nChannel 0: Actually, we have other customer who already can access the website and some TV streaming platform,\n\nChannel 1: Can\n\nChannel 0: but\n\nChannel 1: I can\n\nChannel 0: some\n\nChannel 1: I access all of them or not?\n\nChannel 0: Actually, some customer already can access all the TV streaming, all the channels and the website, but we're we're still have customers still unable to access some website like you. So\n\nChannel 1: Oh, okay.\n\nChannel 0: I\n\nChannel 1: Oh, that's okay. Because I thought we're the only ones that can't access it,\n\nChannel 0: yeah.\n\nChannel 1: but there are some others who can't.\n\nChannel 0: Yeah. There are still other who can still access some website. And our team will are currently reaching out to the relevant providers today to request that the IP address to be unblocked where necessary. We'll continue coordinating with them.\n\nChannel 1: Oh, okay.\n\nChannel 0: But there's still no estimated time of restoration for this. Sorry for the inconvenience.\n\nChannel 1: Oh, okay. Alright.\n\nChannel 0: Mhmm.\n\nChannel 1: That's okay. Well, I guess, just it might be resolved in a couple of days. Is that right?\n\nChannel 0: Yeah. And we'll provide you with an update once we receive further information.\n\nChannel 1: Okay. Oh, that's alright. Thank you for your help.\n\nChannel 0: Mhmm.\n\nChannel 1: I just wanted to know. Thank you.\n\nChannel 0: Yeah. Thank you.\n\nChannel 1: Bye.\n\nChannel 0: Bye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.16664409637451172},{"text":"Good afternoon.","start":2.0,"end":2.74,"sentiment":"positive","sentiment_score":0.4252917170524597},{"text":"This is Marie from Airtel tech support.","start":2.8,"end":5.2999997,"sentiment":"positive","sentiment_score":0.36110614027295795},{"text":"How can I assist you today?","start":5.6,"end":7.06,"sentiment":"positive","sentiment_score":0.3904155244429906}],"sentiment":"positive","sentiment_score":0.36796647869050503,"channel":0,"num_words":16,"start":1.5999999,"end":7.06},{"sentences":[{"text":"Yeah.","start":7.68,"end":8.0,"sentiment":"neutral","sentiment_score":0.08248618245124817},{"text":"Hi, Marie.","start":8.0,"end":8.72,"sentiment":"neutral","sentiment_score":0.09534923732280731},{"text":"My name is Pru.","start":8.72,"end":9.86,"sentiment":"neutral","sentiment_score":0.08575931936502457},{"text":"I'm in Australia, 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this.","start":324.9,"end":328.92,"sentiment":"neutral","sentiment_score":-0.19662590250372886},{"text":"Sorry for the inconvenience.","start":329.3,"end":331.32,"sentiment":"neutral","sentiment_score":-0.3040023595094681}],"sentiment":"neutral","sentiment_score":-0.22730489021965436,"channel":0,"num_words":14,"start":324.9,"end":331.32},{"sentences":[{"text":"Oh, okay.","start":332.625,"end":333.525,"sentiment":"neutral","sentiment_score":-0.021671349182724953},{"text":"Alright.","start":333.96,"end":334.44,"sentiment":"neutral","sentiment_score":0.01550086122006178}],"sentiment":"neutral","sentiment_score":-0.009280612381796042,"channel":1,"num_words":3,"start":332.625,"end":334.44},{"sentences":[{"text":"Mhmm.","start":334.18,"end":334.68,"sentiment":"neutral","sentiment_score":0.01651069149374962}],"sentiment":"neutral","sentiment_score":0.01651069149374962,"channel":0,"num_words":1,"start":334.18,"end":334.68},{"sentences":[{"text":"That's okay.","start":334.44,"end":335.08,"sentiment":"neutral","sentiment_score":0.041257161647081375},{"text":"Well, I guess, just it might be resolved in a couple of days.","start":335.08,"end":339.0,"sentiment":"neutral","sentiment_score":-0.014301614406017156},{"text":"Is that right?","start":339.0,"end":339.9,"sentiment":"neutral","sentiment_score":0.03626351244747639}],"sentiment":"neutral","sentiment_score":0.0002991040754649372,"channel":1,"num_words":18,"start":334.44,"end":339.9},{"sentences":[{"text":"Yeah.","start":340.725,"end":341.225,"sentiment":"neutral","sentiment_score":0.048431701958179474},{"text":"And we'll provide you with an update once we receive further information.","start":341.60498,"end":345.705,"sentiment":"neutral","sentiment_score":0.06216074681530396}],"sentiment":"neutral","sentiment_score":0.061104666441679,"channel":0,"num_words":13,"start":340.725,"end":345.705},{"sentences":[{"text":"Okay.","start":346.88885,"end":347.28885,"sentiment":"neutral","sentiment_score":0.10538969188928604},{"text":"Oh, that's alright.","start":347.28885,"end":347.92886,"sentiment":"neutral","sentiment_score":0.19943967461585999},{"text":"Thank you for your help.","start":347.92886,"end":348.80887,"sentiment":"positive","sentiment_score":0.5056900084018707}],"sentiment":"positive","sentiment_score":0.35912875086069107,"channel":1,"num_words":9,"start":346.88885,"end":348.80887},{"sentences":[{"text":"Mhmm.","start":348.725,"end":349.225,"sentiment":"neutral","sentiment_score":0.081341952085495}],"sentiment":"neutral","sentiment_score":0.081341952085495,"channel":0,"num_words":1,"start":348.725,"end":349.225},{"sentences":[{"text":"I just wanted to know.","start":348.80887,"end":350.00885,"sentiment":"neutral","sentiment_score":0.08644958138465882},{"text":"Thank you.","start":350.00885,"end":350.74887,"sentiment":"neutral","sentiment_score":0.24997388571500778}],"sentiment":"neutral","sentiment_score":0.13317081119332994,"channel":1,"num_words":7,"start":348.80887,"end":350.74887},{"sentences":[{"text":"Yeah.","start":350.725,"end":351.205,"sentiment":"neutral","sentiment_score":0.15070337057113647},{"text":"Thank you.","start":351.205,"end":351.925,"sentiment":"neutral","sentiment_score":0.2843385636806488}],"sentiment":"neutral","sentiment_score":0.23979349931081137,"channel":0,"num_words":3,"start":350.725,"end":351.925},{"sentences":[{"text":"Bye.","start":351.68887,"end":352.18887,"sentiment":"neutral","sentiment_score":0.10662969946861268}],"sentiment":"neutral","sentiment_score":0.10662969946861268,"channel":1,"num_words":1,"start":351.68887,"end":352.18887},{"sentences":[{"text":"Bye.","start":351.925,"end":352.405,"sentiment":"positive","sentiment_score":0.3974510431289673},{"text":"Have a great day.","start":352.405,"end":353.30392,"sentiment":"positive","sentiment_score":0.5671495757997036}],"sentiment":"positive","sentiment_score":0.5332098692655564,"channel":0,"num_words":5,"start":351.925,"end":353.30392}]},"summary":{"result":"success","short":"A customer named Prudence contacts Airtel tech support to inquire about the status of their Geo IP update. The agent informs them that the issue has been resolved and they can now see the location country. The agent also asks if there is a technician available to assist Prudence and they discuss the possibility of canceling the service if needed."},"intents":{"segments":[{"text":"Hi, Marie. My name is Pru. I'm in Australia, and last week, we had the Geo IP update. I'm just wondering when it's going to be back to normal. Okay.","start_word":17,"end_word":46,"intents":[{"intent":"Check geo ip update status","confidence_score":0.004157887}]},{"text":"going over my just going over my contract, it says my contract's a twelve month twelve to twenty four months.","start_word":337,"end_word":356,"intents":[{"intent":"Discuss contract status","confidence_score":0.0038576145}]},{"text":"Actually, we have other customer who already can access the website and some TV streaming platform, Can but I can some I access all of them or not? Actually, some customer already can access all the TV streaming, all the channels and the website, but we're we're still have customers still unable to access some website like you. So Oh, okay.","start_word":510,"end_word":570,"intents":[{"intent":"Resolve website access issue","confidence_score":0.032305554}]},{"text":"There are still other who can still access some website. And our team will are currently reaching out to the relevant providers today to request that the IP address to be unblocked where necessary. We'll continue coordinating with them.","start_word":595,"end_word":633,"intents":[{"intent":"Request website unblocking","confidence_score":0.0020780736}]},{"text":"And we'll provide you with an update once we receive further information. Okay.","start_word":673,"end_word":685,"intents":[{"intent":"Provide update","confidence_score":0.43176854}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.16664409637451172},{"text":"Good afternoon. This is Marie from Airtel tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.3724801540374756},{"text":"Yeah. Hi, Marie. My name is Pru. I'm in Australia, and last week, we had the Geo IP update. I'm just wondering when it's going to be back to normal. Okay. Are you still experiencing the issue? Or is Yes. mhmm. Am I speaking with Prudence? Okay. Is it okay if I put you on hold? Let me just check your Yes. Yes. Thank you. account. Hello, Prudence? You're fine. Yes.","start_word":16,"end_word":86,"sentiment":"neutral","sentiment_score":0.03807895630598068},{"text":"Thank you for waiting.","start_word":87,"end_word":90,"sentiment":"positive","sentiment_score":0.4365239143371582},{"text":"So according to the back end team, the Gail IP location issue has now been resolved. Have you tried to run a speed test Yeah. on your I've end? done yeah. I've done Mhmm. it all. I've also contacted the apps like Stan, Channel seven. I've rang them all. Mhmm. And they're saying I need it to do with the Internet provider. So when I put Stan, it's just saying I'm out of the country. I can't access anything else. Netflix is still USA. Prime is still USA. We've got Foxtel, but that's all American time format. Yeah.","start_word":91,"end_word":188,"sentiment":"neutral","sentiment_score":-0.07802034169435501},{"text":"I still can't access my work security system, the quotes and everything.","start_word":189,"end_word":200,"sentiment":"negative","sentiment_score":-0.381883829832077},{"text":"Yeah. So I've reset I even reset we've reset the television back to default settings and everything, All of them. Yeah.","start_word":201,"end_word":221,"sentiment":"neutral","sentiment_score":-0.1651076376438141},{"text":"We're still just having issues.","start_word":222,"end_word":226,"sentiment":"negative","sentiment_score":-0.3351614475250244},{"text":"Mhmm. Okay. I see.","start_word":227,"end_word":230,"sentiment":"neutral","sentiment_score":-0.07819700241088867},{"text":"Because upon this morning, the back end team said that it's now good.","start_word":231,"end_word":243,"sentiment":"positive","sentiment_score":0.6736592650413513},{"text":"Once you're on a speed test, and you can now see the location country, which is showing Australia instead of US, which No. indicate Ours is, yeah, mhmm. ours is still showing USA. Okay. I see. So Do I'm you have go a check do you have a technician that can come out, an Airtel technician? actually, we do have, but if you want us to send one, it's upon approval. Okay. We're not yeah. We're not sure if when is the nearest time available for the Okay. for And the just technician? going over my just going over my contract, it says my contract's a twelve month twelve to twenty four months. Because I've been on fourteen months, does that mean I'm past the twelve month contract now? Can you just have a look at that?","start_word":244,"end_word":380,"sentiment":"neutral","sentiment_score":-0.04315730184316635},{"text":"It Your doesn't make sense.","start_word":381,"end_word":385,"sentiment":"negative","sentiment_score":-0.3646904230117798},{"text":"surname mhmm. Your full name is Prudence Dossi? Yes. Okay. I see. So upon checking your account, you're not under a contract. You're under no contract since 01/26/2025. Oh, okay. So I can Mhmm. face my contract now. Is that right? Yeah. Actually, if you decide to cancel, we can proceed with the cancellation anytime Oh, okay. Oh, since that's alright. you're, yeah, since you're under a no contract term. Okay.","start_word":386,"end_word":456,"sentiment":"neutral","sentiment_score":-0.06982249766588211},{"text":"Oh, that's great. Thank you. I'll be in touch.","start_word":457,"end_word":465,"sentiment":"positive","sentiment_score":0.5860480070114136},{"text":"I'll just talk to my partner about it tonight because we're still yeah. So as far as, you know, everything's back to normal. But just just us on on the Gold Coast. Have you had any issues with anyone else on the Gold Coast? Actually, we have other customer who already can access the website and some TV streaming platform, Can but I can some I access all of them or not? Actually, some customer already can access all the TV streaming, all the channels and the website, but we're we're still have customers still unable to access some website like you. So Oh, okay. I Oh, that's okay. Because I thought we're the only ones that can't access it, yeah. but there are some others who can't. Yeah. There are still other who can still access some website. And our team will are currently reaching out to the relevant providers today to request that the IP address to be unblocked where necessary. We'll continue coordinating with them. Oh, okay. But there's still no estimated time of restoration for this. Sorry for the inconvenience. Oh, okay. Alright. Mhmm. That's okay. Well, I guess, just it might be resolved in a couple of days. Is that right? Yeah. And we'll provide you with an update once we receive further information. Okay. Oh, that's alright.","start_word":466,"end_word":688,"sentiment":"neutral","sentiment_score":-0.029747651889920235},{"text":"Thank you for your help.","start_word":689,"end_word":693,"sentiment":"positive","sentiment_score":0.4926338195800781},{"text":"Mhmm. I just wanted to know. Thank you. Yeah. Thank you. Bye.","start_word":694,"end_word":705,"sentiment":"neutral","sentiment_score":0.14945665001869202},{"text":"Bye. Have a great day.","start_word":706,"end_word":710,"sentiment":"positive","sentiment_score":0.6448003053665161}],"average":{"sentiment":"neutral","sentiment_score":-0.007191032570133245}}}}