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Is it okay if I put you on hold? Let me just check your account. Okay. Hang on. On. Hello, Lizzie? Yes, ma'am. Sorry, Andres. Yeah. Thank you for waiting. So upon checking the account, there seems to be no issue with the network side. So we think that the router might be reset. That's why we're asking you to reenter the credentials of the router again or check the credentials if it match what's on our system for us to further check. Yeah. Mhmm. Mhmm. Is it okay if you request a screenshot of the username and password entered at the router's interface for us to check also? Yeah. Yeah. Just reply to the email, the screenshot of the PPPO username and password. And the error message, it's saying if ever there's an error message for, like, a failed or authentication error for us to check. If that's the case, I'll forward this to our provisioning team for them to further check if the there's support with their router or further check with the network team. Yeah. Just send this I'll just wait for the pictures. And, also, if it's okay if to request also the cables of the NTD box and the router first to check if the cables are connected properly. And can you also see the sticker at the back of the router? Like, the information yeah. Kindly send that also to us for us to check the model and serial number. Okay. Mhmm. Yeah. Okay. Then we'll further check that. Okay. Yeah. Sorry for the inconvenience. We'll wait for the email. Thank you. Actually, the office hours from 9AM to 6PM, but we do have after our customer support service that you can also call for update if ever. Yeah. Yeah. And, actually, there's two numbers. Do you want me to dictate the other one? If, yeah, if ever there's no one to answer to this number, you can call the other number. Mhmm. Yeah. Okay. So it's 0403 763 744. Okay. Thank you. 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Good afternoon. This is Maureen from Ertow tech support. How can I assist you today? Mhmm.\n\nOkay. I see. Okay. May I know your full name, please, for me to check the account? Okay.\n\nIs it okay if I put you on hold? Let me just check your account. Okay. Hang on. On.\n\nHello, Lizzie? Yes, ma'am. Sorry, Andres. Yeah. Thank you for waiting.\n\nSo upon checking the account, there seems to be no issue with the network side. So we think that the router might be reset. That's why we're asking you to reenter the credentials of the router again or check the credentials if it match what's on our system for us to further check. Yeah. Mhmm.\n\nMhmm. Is it okay if you request a screenshot of the username and password entered at the router's interface for us to check also? Yeah. Yeah. Just reply to the email, the screenshot of the PPPO username and password.\n\nAnd the error message, it's saying if ever there's an error message for, like, a failed or authentication error for us to check. If that's the case, I'll forward this to our provisioning team for them to further check if the there's support with their router or further check with the network team. Yeah. Just send this I'll just wait for the pictures. And, also, if it's okay if to request also the cables of the NTD box and the router first to check if the cables are connected properly.\n\nAnd can you also see the sticker at the back of the router? Like, the information yeah. Kindly send that also to us for us to check the model and serial number. Okay. Mhmm.\n\nYeah. Okay. Then we'll further check that. Okay. Yeah.\n\nSorry for the inconvenience. We'll wait for the email. Thank you. Actually, the office hours from 9AM to 6PM, but we do have after our customer support service that you can also call for update if ever. Yeah.\n\nYeah. And, actually, there's two numbers. Do you want me to dictate the other one? If, yeah, if ever there's no one to answer to this number, you can call the other number. Mhmm.\n\nYeah. Okay. So it's 0403 763 744. Okay. Thank you.\n\nBye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.5999999,"sentiment":"neutral","sentiment_score":0.1432701051235199},{"text":"Good afternoon.","start":1.5999999,"end":2.34,"sentiment":"positive","sentiment_score":0.36820295453071594},{"text":"This is Maureen from Ertow tech support.","start":2.72,"end":5.38,"sentiment":"neutral","sentiment_score":0.31746943082128254},{"text":"How can I assist you today?","start":6.0,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.23842190206050873},{"text":"Mhmm.","start":7.52,"end":8.02,"sentiment":"neutral","sentiment_score":0.0026009525172412395}],"sentiment":"neutral","sentiment_score":0.2667702585184837,"num_words":17,"start":1.1999999,"end":8.02},{"sentences":[{"text":"Okay.","start":24.945,"end":25.185,"sentiment":"neutral","sentiment_score":-0.15133926272392273},{"text":"I 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Hi. It's Andreas calling. We joined you guys recently, and we've lost our Internet connection. You've been emailing Lily about it and how we needed to reenter the PPPOE username and password. We've done all that, but it's still not working. Lily Robbins. Yeah. That's fine. Yes. It's Andreas. Just Lily's partner. But yeah. Yeah. So we've yeah. We I I've gone through all the steps from the email, and I've put in the new username and password, but it still isn't working. Sure. Do we do we just send that to the email chain? Yeah. There there's there's no error message coming up. It's just that it's not connecting. But I can I can send it through, but it's it is the same? So what what will happen if it is, like, if it's all the same and it's still not working? Okay. Cool. I'll I'll take some screenshots and send it through. Yeah. Sure. That's fine. Yeah. Okay. Cool. I'll I'll send that all through. I I don't think it will show anything because it we haven't touched it, and it was working for a couple days. It's just suddenly stopped working. So okay. Cool. I'll send it through right away. That's okay. When does your tech team close? Okay. Okay. Is that is that the same number as this one? Yeah. If if you could. Okay. Yeah. If you could give me that other number, that would be great. Yeah. Yeah. 744. Okay. Thank you. Okay. 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I I don't think it will show anything because it we haven't touched it, and it was working for a couple days. It's just suddenly stopped working.\n\nSo okay. Cool. I'll send it through right away. That's okay. When does your tech team close?\n\nOkay. Okay. Is that is that the same number as this one? Yeah. If if you could.\n\nOkay. Yeah. If you could give me that other number, that would be great. Yeah. Yeah.\n\n744. Okay. Thank you. Okay. 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Good afternoon. This is Maureen from Ertow tech support. How can I assist\n\nChannel 1: Hi.\n\nChannel 0: you today?\n\nChannel 1: Hi.\n\nChannel 0: Mhmm.\n\nChannel 1: It's Andreas calling. We joined you guys recently, and we've lost our Internet connection. You've been emailing Lily about it and how we needed to reenter the PPPOE username and password. We've\n\nChannel 0: Okay.\n\nChannel 1: done all\n\nChannel 0: I see.\n\nChannel 1: that, but it's still not working.\n\nChannel 0: Okay. May I know your full name, please, for me to check the account?\n\nChannel 1: Lily Robbins.\n\nChannel 0: Okay. Is it okay if I put you on hold?\n\nChannel 1: Yeah.\n\nChannel 0: Let\n\nChannel 1: That's\n\nChannel 0: me\n\nChannel 1: fine.\n\nChannel 0: just check your account. Okay. Hang on. On. Hello, Lizzie?\n\nChannel 1: Yes. It's Andreas.\n\nChannel 0: Yes,\n\nChannel 1: Just\n\nChannel 0: ma'am.\n\nChannel 1: Lily's partner. But\n\nChannel 0: Sorry,\n\nChannel 1: yeah.\n\nChannel 0: Andres. Yeah. Thank you for waiting. So upon checking the account, there seems to be no issue with the network side. So we think that the router might be reset.\n\nThat's why we're asking you to reenter the credentials of the router again or check the credentials if it match what's on our system for\n\nChannel 1: Yeah.\n\nChannel 0: us to\n\nChannel 1: So\n\nChannel 0: further\n\nChannel 1: we've\n\nChannel 0: check. Yeah.\n\nChannel 1: yeah. We I I've gone through all the steps from the email, and I've put in\n\nChannel 0: Mhmm.\n\nChannel 1: the new username and password, but it still isn't\n\nChannel 0: Mhmm.\n\nChannel 1: working.\n\nChannel 0: Is it okay if you request a screenshot of the username and password entered at the router's interface for us\n\nChannel 1: Sure.\n\nChannel 0: to check also?\n\nChannel 1: Do we\n\nChannel 0: Yeah.\n\nChannel 1: do we just send that to the email chain?\n\nChannel 0: Yeah. Just reply to the email, the screenshot of the PPPO username and password. And the error message, it's saying if ever there's an error message for, like, a failed or authentication error\n\nChannel 1: Yeah.\n\nChannel 0: for us to\n\nChannel 1: There\n\nChannel 0: check.\n\nChannel 1: there's there's no error message coming up. It's just that it's not connecting. But I can I can send it through, but it's it is the same? So what what will happen if it is, like, if it's all the same and it's still not working?\n\nChannel 0: If that's the case, I'll forward this to our provisioning team for them to further check if the there's support with their router or further check with the network team.\n\nChannel 1: Okay. Cool. I'll I'll take some screenshots and send it through.\n\nChannel 0: Yeah. Just send this I'll just wait for the pictures. And, also, if it's okay if to request also the cables of the NTD box and the router\n\nChannel 1: Yeah. Sure. That's\n\nChannel 0: first\n\nChannel 1: fine.\n\nChannel 0: to check if the cables are connected properly. And can you also see the sticker at the back of the router?\n\nChannel 1: Yeah.\n\nChannel 0: Like, the information yeah. Kindly send that also to us for us to check the model and serial number.\n\nChannel 1: Okay. Cool. I'll\n\nChannel 0: Okay.\n\nChannel 1: I'll send that all through. I I don't think it will show anything because it we haven't touched it, and it was working for a couple days.\n\nChannel 0: Mhmm.\n\nChannel 1: It's just suddenly stopped working. So\n\nChannel 0: Yeah. Okay. Then we'll further check that.\n\nChannel 1: okay. Cool. I'll send it\n\nChannel 0: Okay.\n\nChannel 1: through right\n\nChannel 0: Yeah. Sorry for the inconvenience.\n\nChannel 1: away.\n\nChannel 0: We'll\n\nChannel 1: That's\n\nChannel 0: wait for\n\nChannel 1: okay.\n\nChannel 0: the email. Thank\n\nChannel 1: When\n\nChannel 0: you.\n\nChannel 1: does your tech team close?\n\nChannel 0: Actually, the office hours from 9AM to 6PM, but we do have after our customer support\n\nChannel 1: Okay.\n\nChannel 0: service that you can also call for update if ever.\n\nChannel 1: Okay. Is that is that the same number\n\nChannel 0: Yeah.\n\nChannel 1: as this one?\n\nChannel 0: Yeah. And, actually, there's two numbers. Do you want me to dictate the other one?\n\nChannel 1: Yeah. If if you could.\n\nChannel 0: If, yeah, if ever there's no one to answer to this number, you can\n\nChannel 1: Okay.\n\nChannel 0: call the other number.\n\nChannel 1: Yeah. If you could give me that other number, that would be great.\n\nChannel 0: Mhmm. Yeah. Okay. So it's 0403\n\nChannel 1: Yeah.\n\nChannel 0: 763\n\nChannel 1: Yeah.\n\nChannel 0: 744.\n\nChannel 1: 744. Okay. Thank you.\n\nChannel 0: Okay. Thank you. Bye for now.\n\nChannel 1: Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.5999999,"sentiment":"neutral","sentiment_score":0.1432701051235199},{"text":"Good afternoon.","start":1.5999999,"end":2.34,"sentiment":"positive","sentiment_score":0.36820295453071594},{"text":"This is Maureen from Ertow tech support.","start":2.72,"end":5.38,"sentiment":"neutral","sentiment_score":0.31746943082128254},{"text":"How can I assist","start":6.0,"end":6.72,"sentiment":"neutral","sentiment_score":0.2796219475567341}],"sentiment":"neutral","sentiment_score":0.3014607014400618,"channel":0,"num_words":14,"start":1.1999999,"end":6.72},{"sentences":[{"text":"Hi.","start":6.56,"end":7.06,"sentiment":"neutral","sentiment_score":0.20507735013961792}],"sentiment":"neutral","sentiment_score":0.20507735013961792,"channel":1,"num_words":1,"start":6.56,"end":7.06},{"sentences":[{"text":"you 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The agent, Andreas, checks the account and finds no issues with the router, but asks Lily to reenter the credentials and send a screenshot of the username and password. The agent also asks for the cables and model and serial number, and provides a phone number for the customer to call for updates."},"intents":{"segments":[{"text":"Is it okay if you request a screenshot of the username and password entered at the router's interface for us Sure. to check also?","start_word":205,"end_word":228,"intents":[{"intent":"Request screenshot","confidence_score":0.029760886}]},{"text":"I'll I'll take some screenshots and send it through. Yeah.","start_word":358,"end_word":367,"intents":[{"intent":"Request screenshots","confidence_score":0.059481733},{"intent":"Send screenshots to tech team","confidence_score":0.017303031}]},{"text":"And, also, if it's okay if to request also the cables of the NTD box and the router Yeah.","start_word":377,"end_word":395,"intents":[{"intent":"Request cables and router","confidence_score":0.009949904}]},{"text":"Kindly send that also to us for us to check the model and serial number. Okay. Cool. Okay.","start_word":426,"end_word":443,"intents":[{"intent":"Check model and serial number","confidence_score":0.21525948}]},{"text":"And, actually, there's two numbers. Do you want me to dictate the other one? Yeah. If if you could. If, yeah, if ever there's no one to answer to this number, you can Okay. call the other number.","start_word":555,"end_word":592,"intents":[{"intent":"Do not dictate number to dictate to other number","confidence_score":5.4577845e-7}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1432701051235199},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.3596363961696625},{"text":"This is Maureen from Ertow tech support. How can I assist Hi. you today? Mhmm. Hi. It's Andreas calling. We joined you guys recently, and we've lost our Internet connection. You've been emailing Lily about it and how we needed to reenter the PPPOE username and password. We've Okay. done all I see.","start_word":3,"end_word":55,"sentiment":"neutral","sentiment_score":-0.014892226085066795},{"text":"that, but it's still not working.","start_word":56,"end_word":61,"sentiment":"negative","sentiment_score":-0.34698590636253357},{"text":"Okay. May I know your full name, please, for me to check the account? Lily Robbins. Okay. Is it okay if I put you on hold? Yeah. Let That's me fine. just check your account. Okay. Hang on. On. Hello, Lizzie? Yes. It's Andreas. Yes, Just ma'am. Lily's partner. But Sorry, yeah. Andres. Yeah.","start_word":62,"end_word":115,"sentiment":"neutral","sentiment_score":0.034336380660533905},{"text":"Thank you for waiting.","start_word":116,"end_word":119,"sentiment":"positive","sentiment_score":0.37658825516700745},{"text":"So upon checking the account, there seems to be no issue with the network side. So we think that the router might be reset. That's why we're asking you to reenter the credentials of the router again or check the credentials if it match what's on our system for Yeah. us to So further we've check. Yeah. yeah. We I I've gone through all the steps from the email, and I've put in Mhmm. the new username and password, but it still isn't Mhmm. working. Is it okay if you request a screenshot of the username and password entered at the router's interface for us Sure. to check also? Do we Yeah. do we just send that to the email chain? Yeah. Just reply to the email, the screenshot of the PPPO username and password. And the error message, it's saying if ever there's an error message for, like, a failed or authentication error Yeah. for us to There check. there's there's no error message coming up. It's just that it's not connecting. But I can I can send it through, but it's it is the same? So what what will happen if it is, like, if it's all the same and it's still not working? If that's the case, I'll forward this to our provisioning team for them to further check if the there's support with their router or further check with the network team. Okay.","start_word":120,"end_word":356,"sentiment":"neutral","sentiment_score":-0.06067021345161688},{"text":"Cool. I'll I'll take some screenshots and send it through.","start_word":357,"end_word":366,"sentiment":"positive","sentiment_score":0.39120393991470337},{"text":"Yeah. Just send this I'll just wait for the pictures. And, also, if it's okay if to request also the cables of the NTD box and the router Yeah. Sure.","start_word":367,"end_word":396,"sentiment":"neutral","sentiment_score":0.1970726102590561},{"text":"That's first fine.","start_word":397,"end_word":399,"sentiment":"positive","sentiment_score":0.34212249517440796},{"text":"to check if the cables are connected properly. And can you also see the sticker at the back of the router? Yeah. Like, the information yeah. Kindly send that also to us for us to check the model and serial number. Okay. Cool. Okay. I'll I'll send that all through. I I don't think it will show anything because it we haven't touched it, and it was working for a couple days. Mhmm.","start_word":400,"end_word":472,"sentiment":"neutral","sentiment_score":0.04542846605181694},{"text":"It's just suddenly stopped working.","start_word":473,"end_word":477,"sentiment":"negative","sentiment_score":-0.3792412281036377},{"text":"So Yeah. Okay. Then we'll further check that. okay. Cool. I'll send it Okay. through right Yeah. Sorry for the inconvenience. away. We'll That's wait for okay. the email. Thank When you. does your tech team close? Actually, the office hours from 9AM to 6PM, but we do have after our customer support Okay. service that you can also call for update if ever. Okay. Is that is that the same number Yeah. as this one? Yeah. And, actually, there's two numbers. Do you want me to dictate the other one? Yeah. If if you could. If, yeah, if ever there's no one to answer to this number, you can Okay. call the other number. Yeah. If you could give me that other number, that would be great. Mhmm. Yeah. Okay. So it's 0403 Yeah. 763 Yeah. 744. 744. Okay. Thank you. Okay.","start_word":478,"end_word":620,"sentiment":"neutral","sentiment_score":-0.010708685033023356},{"text":"Thank you.","start_word":621,"end_word":622,"sentiment":"positive","sentiment_score":0.3428930640220642},{"text":"Bye for now. Okay. Bye.","start_word":623,"end_word":627,"sentiment":"neutral","sentiment_score":0.20122753381729125}],"average":{"sentiment":"neutral","sentiment_score":0.0011234542985099866}}}}