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Just stop working again? Yeah. Okay. So how do I spell your name again? S okay. There you go. Yeah. This could be a this could be a network issue. Alright? If it keeps insisting, I might have to log a fault with Super Networks. You're on Oakton Street, and that's a Super Networks station. Let me just have a look at some of the statistics. Okay. So everything's been working good up until probably two days ago, right, from what I see? Today is the twenty fourth twenty fifth. So you haven't been using the Internet the last couple of days? Okay. But you got a steady flow. It's showing me a steady flow. What color is the light on your Internet on your router right now? Now have you pressed any reset buttons on the router or anything like that? Okay. So it's not the router then. Alright. So let me just check something out. Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on. Most probably, it's probably a dropout or a network issue. So I have to log a fault to Super Networks. Because, I mean, your Internet's been working pretty good lately. I mean, I don't think we've ever had any calls from you, have we? No. No. But just recently. Right? Yeah. That's what I'm saying. Just recently. It hasn't been yeah. Okay. Hang on a sec. Hang on a sec. I'm just waiting for the code to come in. Super Network. Where are you? Here it is. Missed the Super Network. 20815. Alright. Can you just confirm your address? It's Unit 10938 Oakton Street. Right? Okay. I'm just checking the back end. I'm checking all the all the super network devices, make sure everything's working properly. Now on the black box on the wall, there is the service light on? It's on. Yeah? Oh, okay. Here we go. We just picked up an issue here. Now there is a problem here with the what the black box. Yep. I think there's a server issue. That's why you got no Internet. So I'm gonna have to log a fault to Super Networks. And now if the box is faulty, they might have to come and put a new one up. Alright? Yeah. I don't know. Let me log a file first because it was suffering oh, hang on. Maybe it's gonna work now. Okay. Let's have a look. Yep. But still, that's got a reported. No. It's not working. No. It's got it's got nothing in no. Because that's that's already been that's already been settled when they first paid for it. So that's not I can come and put the black box. If that box is not it's not working, it needs to be replaced. So just if it needs to be replaced, somebody has to be home to do it. But, look, it's not working. Yeah. Okay. Service is still offline. So to me, there's a little there's an issue with a little black box or the big black box, sorry, on the wall. And I need to log a phone with Super Network, so please allow about twenty minutes. In twenty minutes, you'll get a callback either from myself or one of my colleagues. Alright? Okay. Sorry about that, but we'll try and get the result we'll try and get that resolved for you as soon as possible. Okay. Thank you. 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afternoon. NTL tech support. Hello? Okay. What's your name?\n\nI think you rang up the other day. It was you were having some issues with it. And what's wrong with it now? Just stop working again? Yeah.\n\nOkay. So how do I spell your name again? S okay. There you go. Yeah.\n\nThis could be a this could be a network issue. Alright? If it keeps insisting, I might have to log a fault with Super Networks. You're on Oakton Street, and that's a Super Networks station. Let me just have a look at some of the statistics.\n\nOkay. So everything's been working good up until probably two days ago, right, from what I see? Today is the twenty fourth twenty fifth. So you haven't been using the Internet the last couple of days? Okay.\n\nBut you got a steady flow. It's showing me a steady flow. What color is the light on your Internet on your router right now? Now have you pressed any reset buttons on the router or anything like that? Okay.\n\nSo it's not the router then. Alright. So let me just check something out. Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on. Most probably, it's probably a dropout or a network issue.\n\nSo I have to log a fault to Super Networks. Because, I mean, your Internet's been working pretty good lately. I mean, I don't think we've ever had any calls from you, have we? No. No.\n\nBut just recently. Right? Yeah. That's what I'm saying. Just recently.\n\nIt hasn't been yeah. Okay. Hang on a sec. Hang on a sec. I'm just waiting for the code to come in.\n\nSuper Network. Where are you? Here it is. Missed the Super Network. 20815.\n\nAlright. Can you just confirm your address? It's Unit 10938 Oakton Street. Right? Okay.\n\nI'm just checking the back end. I'm checking all the all the super network devices, make sure everything's working properly. Now on the black box on the wall, there is the service light on? It's on. Yeah?\n\nOh, okay. Here we go. We just picked up an issue here. Now there is a problem here with the what the black box. Yep.\n\nI think there's a server issue. That's why you got no Internet. So I'm gonna have to log a fault to Super Networks. And now if the box is faulty, they might have to come and put a new one up. Alright?\n\nYeah. I don't know. Let me log a file first because it was suffering oh, hang on. Maybe it's gonna work now. Okay.\n\nLet's have a look. Yep. But still, that's got a reported. No. It's not working.\n\nNo. It's got it's got nothing in no. Because that's that's already been that's already been settled when they first paid for it. So that's not I can come and put the black box. If that box is not it's not working, it needs to be replaced.\n\nSo just if it needs to be replaced, somebody has to be home to do it. But, look, it's not working. Yeah. Okay. Service is still offline.\n\nSo to me, there's a little there's an issue with a little black box or the big black box, sorry, on the wall. And I need to log a phone with Super Network, so please allow about twenty minutes. In twenty minutes, you'll get a callback either from myself or one of my colleagues. Alright? Okay.\n\nSorry about that, but we'll try and get the result we'll try and get that resolved for you as soon as possible. Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.39999998,"end":0.96,"sentiment":"neutral","sentiment_score":0.21805337071418762},{"text":"NTL tech support.","start":0.96,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.09840106964111328},{"text":"Hello?","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":0.023713912814855576},{"text":"Okay.","start":10.8,"end":11.3,"sentiment":"neutral","sentiment_score":-0.06735285371541977},{"text":"What's your name?","start":11.36,"end":12.42,"sentiment":"neutral","sentiment_score":-0.02152600387732188}],"sentiment":"neutral","sentiment_score":0.06230929978191853,"num_words":10,"start":0.39999998,"end":12.42},{"sentences":[{"text":"I think you rang up the other day.","start":15.275,"end":16.795,"sentiment":"neutral","sentiment_score":-0.12952827289700508},{"text":"It was you were having some issues with it.","start":16.795,"end":18.895,"sentiment":"neutral","sentiment_score":-0.19577978054682413},{"text":"And what's wrong with it now?","start":21.195,"end":22.395,"sentiment":"neutral","sentiment_score":-0.24366593857606253},{"text":"Just stop working again?","start":22.395,"end":23.695,"sentiment":"neutral","sentiment_score":-0.20442443527281284},{"text":"Yeah.","start":27.57,"end":28.07,"sentiment":"neutral","sentiment_score":-0.07858224213123322}],"sentiment":"neutral","sentiment_score":-0.18416142224201135,"num_words":28,"start":15.275,"end":28.07},{"sentences":[{"text":"Okay.","start":40.53,"end":41.03,"sentiment":"neutral","sentiment_score":-0.042916443198919296},{"text":"So how do I spell your name again?","start":41.09,"end":42.77,"sentiment":"neutral","sentiment_score":-0.020243657985702157},{"text":"S okay.","start":42.77,"end":49.784996,"sentiment":"neutral","sentiment_score":-0.006501520052552223},{"text":"There you go.","start":49.784996,"end":50.605,"sentiment":"neutral","sentiment_score":-0.013474142799774805},{"text":"Yeah.","start":51.304996,"end":51.625,"sentiment":"neutral","sentiment_score":-0.06470756232738495}],"sentiment":"neutral","sentiment_score":-0.021533249194423357,"num_words":15,"start":40.53,"end":51.625},{"sentences":[{"text":"This could be a this could be a network issue.","start":51.625,"end":53.864998,"sentiment":"neutral","sentiment_score":-0.20691304951906203},{"text":"Alright?","start":53.864998,"end":54.364998,"sentiment":"neutral","sentiment_score":-0.08311405777931213},{"text":"If it keeps insisting, I might have to log a fault with Super Networks.","start":55.625,"end":59.405,"sentiment":"neutral","sentiment_score":-0.2684055417776108},{"text":"You're on Oakton Street, and that's a Super Networks station.","start":59.68,"end":64.1,"sentiment":"neutral","sentiment_score":-0.047825060598552224},{"text":"Let me just have a look at some of the statistics.","start":65.84,"end":67.94,"sentiment":"neutral","sentiment_score":-0.02285626530647278}],"sentiment":"neutral","sentiment_score":-0.14433894917854798,"num_words":46,"start":51.625,"end":67.94},{"sentences":[{"text":"Okay.","start":70.56,"end":70.88,"sentiment":"neutral","sentiment_score":0.036277275532484055},{"text":"So everything's been working good up until probably two days ago, right, from what I see?","start":70.88,"end":75.38,"sentiment":"neutral","sentiment_score":0.0808730071876198},{"text":"Today is the twenty fourth twenty fifth.","start":75.515,"end":78.575,"sentiment":"neutral","sentiment_score":0.005557541868516377},{"text":"So you haven't been using the Internet the last couple of days?","start":78.875,"end":81.615,"sentiment":"neutral","sentiment_score":-0.061203405571480594},{"text":"Okay.","start":84.075,"end":84.555,"sentiment":"neutral","sentiment_score":0.02889019437134266}],"sentiment":"neutral","sentiment_score":0.017935067868313274,"num_words":37,"start":70.56,"end":84.555},{"sentences":[{"text":"But you got a steady flow.","start":84.555,"end":85.91499,"sentiment":"neutral","sentiment_score":0.06336499750614166},{"text":"It's showing me a steady flow.","start":85.91499,"end":87.615,"sentiment":"neutral","sentiment_score":0.05780091074605783},{"text":"What color is the light on your Internet on your router right now?","start":89.7,"end":94.119995,"sentiment":"neutral","sentiment_score":-0.009262523685510341},{"text":"Now have you pressed any reset buttons on the router or anything like that?","start":96.34,"end":99.96,"sentiment":"neutral","sentiment_score":-0.059867417972002714},{"text":"Okay.","start":101.805,"end":102.045006,"sentiment":"neutral","sentiment_score":-0.10752254724502563}],"sentiment":"neutral","sentiment_score":-0.008477093931287528,"num_words":40,"start":84.555,"end":102.045006},{"sentences":[{"text":"So it's not the router then.","start":102.045006,"end":103.585,"sentiment":"neutral","sentiment_score":-0.14272868757446608},{"text":"Alright.","start":104.045006,"end":104.445,"sentiment":"neutral","sentiment_score":-0.00873105600476265},{"text":"So let me just check something out.","start":104.445,"end":105.885,"sentiment":"neutral","sentiment_score":0.05874621655259814},{"text":"Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on.","start":105.885,"end":113.585,"sentiment":"neutral","sentiment_score":0.10823513340690862},{"text":"Most probably, it's probably a dropout or a network 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we?","start":125.14,"end":127.96001,"sentiment":"neutral","sentiment_score":-0.20094085591179983},{"text":"No.","start":132.095,"end":132.415,"sentiment":"negative","sentiment_score":-0.33439338207244873},{"text":"No.","start":132.415,"end":132.735,"sentiment":"neutral","sentiment_score":-0.32480907440185547}],"sentiment":"neutral","sentiment_score":-0.16606763613203335,"num_words":36,"start":118.340004,"end":132.735},{"sentences":[{"text":"But just recently.","start":132.735,"end":133.635,"sentiment":"neutral","sentiment_score":-0.1969813952843348},{"text":"Right?","start":133.69499,"end":134.19499,"sentiment":"neutral","sentiment_score":-0.07509730756282806},{"text":"Yeah.","start":135.61499,"end":135.855,"sentiment":"neutral","sentiment_score":-0.05042201280593872},{"text":"That's what I'm saying.","start":135.855,"end":136.495,"sentiment":"neutral","sentiment_score":-0.09856715984642506},{"text":"Just 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Network.","start":200.41501,"end":201.295,"sentiment":"neutral","sentiment_score":0.010067961644381285},{"text":"Where are you?","start":201.295,"end":202.015,"sentiment":"neutral","sentiment_score":0.0053464869658152265},{"text":"Here it is.","start":202.015,"end":202.91501,"sentiment":"neutral","sentiment_score":0.00704967634131511},{"text":"Missed the Super Network.","start":203.855,"end":205.315,"sentiment":"neutral","sentiment_score":-0.0037029292434453964},{"text":"20815.","start":205.855,"end":209.55501,"sentiment":"neutral","sentiment_score":0.0047730859369039536}],"sentiment":"neutral","sentiment_score":0.003637367859482765,"num_words":13,"start":200.41501,"end":209.55501},{"sentences":[{"text":"Alright.","start":210.79,"end":211.29,"sentiment":"neutral","sentiment_score":0.02664950117468834},{"text":"Can you just confirm your address?","start":225.41501,"end":226.775,"sentiment":"neutral","sentiment_score":0.02560316026210785},{"text":"It's Unit 10938 Oakton Street.","start":226.775,"end":229.41501,"sentiment":"neutral","sentiment_score":0.026614690199494362},{"text":"Right?","start":229.41501,"end":229.91501,"sentiment":"neutral","sentiment_score":0.034513264894485474},{"text":"Okay.","start":232.455,"end":232.955,"sentiment":"neutral","sentiment_score":0.08020743727684021}],"sentiment":"neutral","sentiment_score":0.03057590113686664,"num_words":14,"start":210.79,"end":232.955},{"sentences":[{"text":"I'm just checking the back end.","start":239.6,"end":241.12,"sentiment":"neutral","sentiment_score":0.09071796387434006},{"text":"I'm checking all the all the super network devices, make sure everything's working properly.","start":241.12,"end":247.62,"sentiment":"neutral","sentiment_score":0.11977138210620199},{"text":"Now on the black box on the wall, there is the service light on?","start":249.805,"end":254.145,"sentiment":"neutral","sentiment_score":0.005725453075553689},{"text":"It's 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box.","start":265.41,"end":268.55,"sentiment":"negative","sentiment_score":-0.3386268566052119},{"text":"Yep.","start":270.28998,"end":270.78998,"sentiment":"neutral","sentiment_score":-0.14721213281154633}],"sentiment":"neutral","sentiment_score":-0.19959850750863553,"num_words":25,"start":259.565,"end":270.78998},{"sentences":[{"text":"I think there's a server issue.","start":272.37,"end":274.21,"sentiment":"negative","sentiment_score":-0.3936895827452342},{"text":"That's why you got no Internet.","start":274.21,"end":275.56998,"sentiment":"negative","sentiment_score":-0.39462826400995255},{"text":"So I'm gonna have to log a fault to Super Networks.","start":275.56998,"end":280.045,"sentiment":"neutral","sentiment_score":-0.17357308891686526},{"text":"And now if the box is faulty, they might have to come and put a new one up.","start":280.665,"end":283.945,"sentiment":"negative","sentiment_score":-0.4502916435400645},{"text":"Alright?","start":283.945,"end":284.445,"sentiment":"neutral","sentiment_score":-0.07375019043684006}],"sentiment":"negative","sentiment_score":-0.35281454363749143,"num_words":42,"start":272.37,"end":284.445},{"sentences":[{"text":"Yeah.","start":288.025,"end":288.525,"sentiment":"neutral","sentiment_score":-0.3320249915122986},{"text":"I don't know.","start":291.15,"end":292.21,"sentiment":"neutral","sentiment_score":-0.28970402975877124},{"text":"Let me log a file first because it was suffering oh, hang on.","start":292.75,"end":297.15,"sentiment":"neutral","sentiment_score":-0.2597641280064216},{"text":"Maybe it's gonna work now.","start":297.15,"end":298.67,"sentiment":"neutral","sentiment_score":-0.1499869391322136},{"text":"Okay.","start":298.67,"end":298.99,"sentiment":"neutral","sentiment_score":-0.024080559611320496}],"sentiment":"neutral","sentiment_score":-0.23269939131062964,"num_words":23,"start":288.025,"end":298.99},{"sentences":[{"text":"Let's have a look.","start":298.99,"end":300.05,"sentiment":"neutral","sentiment_score":-0.006165719591081142},{"text":"Yep.","start":300.67,"end":300.99,"sentiment":"neutral","sentiment_score":-0.004551219753921032},{"text":"But still, that's got a reported.","start":300.99,"end":302.45,"sentiment":"neutral","sentiment_score":-0.13215000803271928},{"text":"No.","start":303.655,"end":303.895,"sentiment":"neutral","sentiment_score":-0.30984652042388916},{"text":"It's not 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Hello. Hi. My Wi Fi is not working. So it's been a while. Yeah. Yeah. And I did what you told me to remove the cable from the black box. Leave it for twenty minutes, and it's still not working. Today, it's just lighting red. It's not turning green. S e l f I n e. Yeah. Mhmm. Yeah. Red. No. Mhmm. I we have. Just regarding it turning red. Yeah. Yes. Yeah. It's oh, yeah. Oh my god. I I won't have Internet. And it's not my apartment because I'm renting. So they can't just come and put a new black box without consent from the Okay. 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Hello. Hi. My Wi Fi is not working. So it's been a while.\n\nYeah. Yeah. And I did what you told me to remove the cable from the black box. Leave it for twenty minutes, and it's still not working. Today, it's just lighting red.\n\nIt's not turning green. S e l f I n e. Yeah. Mhmm. Yeah.\n\nRed. No. Mhmm. I we have. Just regarding it turning red.\n\nYeah. Yes. Yeah. It's oh, yeah. Oh my god.\n\nI I won't have Internet. And it's not my apartment because I'm renting. So they can't just come and put a new black box without consent from the Okay. Alright.","paragraphs":[{"sentences":[{"text":"Hello?","start":5.04,"end":5.54,"sentiment":"neutral","sentiment_score":0.016551155596971512},{"text":"Hello.","start":6.08,"end":6.56,"sentiment":"neutral","sentiment_score":0.006015465594828129},{"text":"Hi.","start":6.56,"end":6.96,"sentiment":"neutral","sentiment_score":-0.03278287500143051},{"text":"My Wi Fi is not working.","start":6.96,"end":9.3,"sentiment":"neutral","sentiment_score":-0.26595595975716907},{"text":"So it's been a while.","start":13.04,"end":14.42,"sentiment":"neutral","sentiment_score":-0.12881648540496826}],"sentiment":"neutral","sentiment_score":-0.16071674566982047,"num_words":14,"start":5.04,"end":14.42},{"sentences":[{"text":"Yeah.","start":22.875,"end":23.375,"sentiment":"neutral","sentiment_score":-0.13868343830108645},{"text":"Yeah.","start":24.314999,"end":24.814999,"sentiment":"neutral","sentiment_score":-0.08677598834037781},{"text":"And I did what you told me to remove the cable from the black box.","start":24.875,"end":30.93,"sentiment":"neutral","sentiment_score":-0.132746222615242},{"text":"Leave it for twenty minutes, and it's still not working.","start":31.17,"end":35.99,"sentiment":"neutral","sentiment_score":-0.29552358388900757},{"text":"Today, it's just lighting red.","start":36.05,"end":38.31,"sentiment":"neutral","sentiment_score":-0.31894850730895996}],"sentiment":"neutral","sentiment_score":-0.2114572231657803,"num_words":32,"start":22.875,"end":38.31},{"sentences":[{"text":"It's not turning green.","start":38.69,"end":40.31,"sentiment":"neutral","sentiment_score":-0.3311857134103775},{"text":"S e l f I n e.","start":44.05,"end":46.71,"sentiment":"neutral","sentiment_score":-0.012320241092571191},{"text":"Yeah.","start":75.994995,"end":76.494995,"sentiment":"neutral","sentiment_score":0.0069634076207876205},{"text":"Mhmm.","start":78.155,"end":78.655,"sentiment":"neutral","sentiment_score":-0.008315754123032093},{"text":"Yeah.","start":82.235,"end":82.735,"sentiment":"neutral","sentiment_score":0.006578447297215462}],"sentiment":"neutral","sentiment_score":-0.10041131717818123,"num_words":14,"start":38.69,"end":82.735},{"sentences":[{"text":"Red.","start":95.1,"end":95.6,"sentiment":"neutral","sentiment_score":-0.03332909941673279},{"text":"No.","start":100.115,"end":100.615,"sentiment":"neutral","sentiment_score":-0.12795591354370117},{"text":"Mhmm.","start":117.86,"end":118.36,"sentiment":"neutral","sentiment_score":-0.11641429364681244},{"text":"I we have.","start":128.53499,"end":129.75499,"sentiment":"neutral","sentiment_score":-0.13014276325702667},{"text":"Just regarding it turning red.","start":129.89499,"end":132.31499,"sentiment":"neutral","sentiment_score":-0.21001870036125184}],"sentiment":"neutral","sentiment_score":-0.15620191801678052,"num_words":11,"start":95.1,"end":132.31499},{"sentences":[{"text":"Yeah.","start":134.855,"end":135.355,"sentiment":"neutral","sentiment_score":-0.05608314648270607},{"text":"Yes.","start":230.81,"end":231.31,"sentiment":"neutral","sentiment_score":0.050933755934238434},{"text":"Yeah.","start":256.55002,"end":257.05002,"sentiment":"neutral","sentiment_score":0.011778910644352436},{"text":"It's oh, yeah.","start":262.79,"end":264.65,"sentiment":"neutral","sentiment_score":-0.18291863799095154},{"text":"Oh my god.","start":286.3,"end":287.44,"sentiment":"negative","sentiment_score":-0.41971784830093384}],"sentiment":"neutral","sentiment_score":-0.2001422154199746,"num_words":9,"start":134.855,"end":287.44},{"sentences":[{"text":"I I won't have Internet.","start":287.66,"end":289.84,"sentiment":"negative","sentiment_score":-0.4108420372009277},{"text":"And it's not my apartment because I'm renting.","start":308.005,"end":311.445,"sentiment":"neutral","sentiment_score":-0.28195745684206486},{"text":"So they can't just come and put a new black box without consent from the Okay.","start":311.445,"end":360.615,"sentiment":"negative","sentiment_score":-0.35114429134409875},{"text":"Alright.","start":367.10693,"end":367.60693,"sentiment":"neutral","sentiment_score":0.25532588362693787}],"sentiment":"neutral","sentiment_score":-0.32242842062065996,"num_words":30,"start":287.66,"end":367.60693}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good afternoon. NTL tech support. Hello?\n\nChannel 1: Hello? Hello. Hi. My Wi Fi is not working.\n\nChannel 0: Okay. What's your name?\n\nChannel 1: So it's been a while.\n\nChannel 0: I think you rang up the other day. It was you were having some issues with it. And what's wrong with it now? Just stop\n\nChannel 1: Yeah.\n\nChannel 0: working again?\n\nChannel 1: Yeah. And I did what you told me to remove\n\nChannel 0: Yeah.\n\nChannel 1: the cable from the black box. Leave it for twenty minutes, and it's still not working. Today, it's just lighting red. It's not turning green.\n\nChannel 0: Okay. So how do I spell your name again? S\n\nChannel 1: S e l f I n e.\n\nChannel 0: okay. There you go. Yeah. This could be a this could be a network issue. Alright?\n\nIf it keeps insisting, I might have to log a fault with Super Networks. You're on Oakton Street, and that's a Super Networks station. Let me just have a look at some of the statistics. Okay. So everything's been working good up until probably two days ago, right, from what I see?\n\nToday is the\n\nChannel 1: Yeah.\n\nChannel 0: twenty fourth twenty fifth.\n\nChannel 1: Mhmm.\n\nChannel 0: So you haven't been using the Internet the last couple of days?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. But you got a steady flow. It's showing me a steady flow. What color is the light on your Internet on your router right now?\n\nChannel 1: Red.\n\nChannel 0: Now have you pressed any reset buttons on the router or anything like that?\n\nChannel 1: No.\n\nChannel 0: Okay. So it's not the router then. Alright. So let me just check something out. Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on.\n\nMost probably, it's probably a dropout or a network issue.\n\nChannel 1: Mhmm.\n\nChannel 0: So I have to log a fault to Super Networks. Because, I mean, your Internet's been working pretty good lately. I mean, I don't think we've ever had any calls from you, have we?\n\nChannel 1: I we have. Just regarding it turning red.\n\nChannel 0: No. No. But just recently. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. That's what I'm saying. Just recently. It hasn't been yeah. Okay.\n\nHang on a sec. Hang on a sec. I'm just waiting for the code to come in. Super Network. Where are you?\n\nHere it is. Missed the Super Network. 20815. Alright. Can you just confirm your address?\n\nIt's Unit 10938 Oakton Street. Right?\n\nChannel 1: Yes.\n\nChannel 0: Okay. I'm just checking the back end. I'm checking all the all the super network devices, make sure everything's working properly. Now on the black box on the wall, there is the service light on?\n\nChannel 1: Yeah.\n\nChannel 0: It's on. Yeah? Oh, okay. Here we go. We just picked up an issue here.\n\nChannel 1: It's oh, yeah.\n\nChannel 0: Now there is a problem here with the what the black box. Yep. I think there's a server issue. That's why you got no Internet. So I'm gonna have to log a fault to Super Networks.\n\nAnd now if the box is faulty, they might have to come and put a new one up. Alright?\n\nChannel 1: Oh my god. I I\n\nChannel 0: Yeah.\n\nChannel 1: won't have Internet.\n\nChannel 0: I don't know. Let me log a file first because it was suffering oh, hang on. Maybe it's gonna work now. Okay. Let's have a look.\n\nYep. But still, that's got a reported. No. It's\n\nChannel 1: And it's not my apartment because I'm renting. So they can't just come and put a new black\n\nChannel 0: not\n\nChannel 1: box\n\nChannel 0: working.\n\nChannel 1: without\n\nChannel 0: No. It's got it's\n\nChannel 1: consent\n\nChannel 0: got nothing in\n\nChannel 1: from\n\nChannel 0: no. Because\n\nChannel 1: the\n\nChannel 0: that's that's already been that's already been settled when they first paid for it. So that's not I can come and put the black box. If that box is not it's not working, it needs to be replaced. So just if it needs to be replaced, somebody has to be home to do it. But, look, it's not working.\n\nYeah. Okay. Service is still offline. So to me, there's a little there's an issue with a little black box or the big black box, sorry, on the wall. And I need to log a phone with Super Network, so please allow about twenty minutes.\n\nIn twenty minutes, you'll get a callback either from myself or one of my colleagues. Alright?\n\nChannel 1: Okay.\n\nChannel 0: Okay. Sorry about that, but we'll try and get the result we'll try and get that resolved for you as soon as possible.\n\nChannel 1: Alright.\n\nChannel 0: Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.39999998,"end":0.96,"sentiment":"neutral","sentiment_score":0.21805337071418762},{"text":"NTL tech support.","start":0.96,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.09840106964111328},{"text":"Hello?","start":4.48,"end":4.98,"sentiment":"neutral","sentiment_score":0.023713912814855576}],"sentiment":"neutral","sentiment_score":0.1258373105277618,"channel":0,"num_words":6,"start":0.39999998,"end":4.98},{"sentences":[{"text":"Hello?","start":5.04,"end":5.54,"sentiment":"neutral","sentiment_score":0.016551155596971512},{"text":"Hello.","start":6.08,"end":6.56,"sentiment":"neutral","sentiment_score":0.006015465594828129},{"text":"Hi.","start":6.56,"end":6.96,"sentiment":"neutral","sentiment_score":-0.03278287500143051},{"text":"My Wi Fi is not working.","start":6.96,"end":9.3,"sentiment":"neutral","sentiment_score":-0.26595595975716907}],"sentiment":"neutral","sentiment_score":-0.17843911248362726,"channel":1,"num_words":9,"start":5.04,"end":9.3},{"sentences":[{"text":"Okay.","start":10.8,"end":11.3,"sentiment":"neutral","sentiment_score":-0.06735285371541977},{"text":"What's your name?","start":11.36,"end":12.42,"sentiment":"neutral","sentiment_score":-0.02152600387732188}],"sentiment":"neutral","sentiment_score":-0.03298271633684635,"channel":0,"num_words":4,"start":10.8,"end":12.42},{"sentences":[{"text":"So it's been a while.","start":13.04,"end":14.42,"sentiment":"neutral","sentiment_score":-0.12881648540496826}],"sentiment":"neutral","sentiment_score":-0.12881648540496826,"channel":1,"num_words":5,"start":13.04,"end":14.42},{"sentences":[{"text":"I think you rang up the other day.","start":15.275,"end":16.795,"sentiment":"neutral","sentiment_score":-0.12952827289700508},{"text":"It was you were having some issues with it.","start":16.795,"end":18.895,"sentiment":"neutral","sentiment_score":-0.19577978054682413},{"text":"And what's wrong with it now?","start":21.195,"end":22.395,"sentiment":"neutral","sentiment_score":-0.24366593857606253},{"text":"Just stop","start":22.395,"end":22.875,"sentiment":"neutral","sentiment_score":-0.22029176354408264}],"sentiment":"neutral","sentiment_score":-0.18803293466567994,"channel":0,"num_words":25,"start":15.275,"end":22.875},{"sentences":[{"text":"Yeah.","start":22.875,"end":23.375,"sentiment":"neutral","sentiment_score":-0.13868343830108645}],"sentiment":"neutral","sentiment_score":-0.13868343830108645,"channel":1,"num_words":1,"start":22.875,"end":23.375},{"sentences":[{"text":"working again?","start":22.875,"end":23.695,"sentiment":"neutral","sentiment_score":-0.18855710700154305}],"sentiment":"neutral","sentiment_score":-0.18855710700154305,"channel":0,"num_words":2,"start":22.875,"end":23.695},{"sentences":[{"text":"Yeah.","start":24.314999,"end":24.814999,"sentiment":"neutral","sentiment_score":-0.08677598834037781},{"text":"And I did what you told me to remove","start":24.875,"end":27.615,"sentiment":"neutral","sentiment_score":-0.11190009282694922}],"sentiment":"neutral","sentiment_score":-0.10938768237829208,"channel":1,"num_words":10,"start":24.314999,"end":27.615},{"sentences":[{"text":"Yeah.","start":27.57,"end":28.07,"sentiment":"neutral","sentiment_score":-0.07858224213123322}],"sentiment":"neutral","sentiment_score":-0.07858224213123322,"channel":0,"num_words":1,"start":27.57,"end":28.07},{"sentences":[{"text":"the cable from the black box.","start":27.675,"end":30.93,"sentiment":"neutral","sentiment_score":-0.16401541729768118},{"text":"Leave it for twenty minutes, and it's still not working.","start":31.17,"end":35.99,"sentiment":"neutral","sentiment_score":-0.29552358388900757},{"text":"Today, it's just lighting red.","start":36.05,"end":38.31,"sentiment":"neutral","sentiment_score":-0.31894850730895996},{"text":"It's not turning green.","start":38.69,"end":40.31,"sentiment":"neutral","sentiment_score":-0.3311857134103775}],"sentiment":"neutral","sentiment_score":-0.27435254931449893,"channel":1,"num_words":25,"start":27.675,"end":40.31},{"sentences":[{"text":"Okay.","start":40.53,"end":41.03,"sentiment":"neutral","sentiment_score":-0.042916443198919296},{"text":"So how do I spell your name again?","start":41.09,"end":42.77,"sentiment":"neutral","sentiment_score":-0.020243657985702157},{"text":"S","start":42.77,"end":43.27,"sentiment":"neutral","sentiment_score":-0.007647417485713959}],"sentiment":"neutral","sentiment_score":-0.02125131245702505,"channel":0,"num_words":10,"start":40.53,"end":43.27},{"sentences":[{"text":"S e l f I n e.","start":44.05,"end":46.71,"sentiment":"neutral","sentiment_score":-0.012320241092571191}],"sentiment":"neutral","sentiment_score":-0.012320241092571191,"channel":1,"num_words":7,"start":44.05,"end":46.71},{"sentences":[{"text":"okay.","start":49.545,"end":49.784996,"sentiment":"neutral","sentiment_score":-0.005355622619390488},{"text":"There you go.","start":49.784996,"end":50.605,"sentiment":"neutral","sentiment_score":-0.013474142799774805},{"text":"Yeah.","start":51.304996,"end":51.625,"sentiment":"neutral","sentiment_score":-0.06470756232738495},{"text":"This could be a this could be a network issue.","start":51.625,"end":53.864998,"sentiment":"neutral","sentiment_score":-0.20691304951906203},{"text":"Alright?","start":53.864998,"end":54.364998,"sentiment":"neutral","sentiment_score":-0.08311405777931213}],"sentiment":"neutral","sentiment_score":-0.14142063539475203,"channel":0,"num_words":16,"start":49.545,"end":54.364998},{"sentences":[{"text":"If it keeps insisting, I might have to log a fault with Super Networks.","start":55.625,"end":59.405,"sentiment":"neutral","sentiment_score":-0.2684055417776108},{"text":"You're on Oakton Street, and that's a Super Networks station.","start":59.68,"end":64.1,"sentiment":"neutral","sentiment_score":-0.047825060598552224},{"text":"Let me just have a look at some of the statistics.","start":65.84,"end":67.94,"sentiment":"neutral","sentiment_score":-0.02285626530647278},{"text":"Okay.","start":70.56,"end":70.88,"sentiment":"neutral","sentiment_score":0.036277275532484055},{"text":"So everything's been working good up until probably two days ago, right, from what I see?","start":70.88,"end":75.38,"sentiment":"neutral","sentiment_score":0.0808730071876198}],"sentiment":"neutral","sentiment_score":-0.06071349459055524,"channel":0,"num_words":52,"start":55.625,"end":75.38},{"sentences":[{"text":"Today is the","start":75.515,"end":76.075,"sentiment":"neutral","sentiment_score":0.011109032357732454}],"sentiment":"neutral","sentiment_score":0.011109032357732454,"channel":0,"num_words":3,"start":75.515,"end":76.075},{"sentences":[{"text":"Yeah.","start":75.994995,"end":76.494995,"sentiment":"neutral","sentiment_score":0.0069634076207876205}],"sentiment":"neutral","sentiment_score":0.0069634076207876205,"channel":1,"num_words":1,"start":75.994995,"end":76.494995},{"sentences":[{"text":"twenty fourth twenty fifth.","start":76.075,"end":78.575,"sentiment":"neutral","sentiment_score":0.0013939240016043186}],"sentiment":"neutral","sentiment_score":0.0013939240016043186,"channel":0,"num_words":4,"start":76.075,"end":78.575},{"sentences":[{"text":"Mhmm.","start":78.155,"end":78.655,"sentiment":"neutral","sentiment_score":-0.008315754123032093}],"sentiment":"neutral","sentiment_score":-0.008315754123032093,"channel":1,"num_words":1,"start":78.155,"end":78.655},{"sentences":[{"text":"So you haven't been using the Internet the last couple of days?","start":78.875,"end":81.615,"sentiment":"neutral","sentiment_score":-0.061203405571480594}],"sentiment":"neutral","sentiment_score":-0.061203405571480594,"channel":0,"num_words":12,"start":78.875,"end":81.615},{"sentences":[{"text":"Yeah.","start":82.235,"end":82.735,"sentiment":"neutral","sentiment_score":0.006578447297215462}],"sentiment":"neutral","sentiment_score":0.006578447297215462,"channel":1,"num_words":1,"start":82.235,"end":82.735},{"sentences":[{"text":"Okay.","start":84.075,"end":84.555,"sentiment":"neutral","sentiment_score":0.02889019437134266},{"text":"But you got a steady flow.","start":84.555,"end":85.91499,"sentiment":"neutral","sentiment_score":0.06336499750614166},{"text":"It's showing me a steady flow.","start":85.91499,"end":87.615,"sentiment":"neutral","sentiment_score":0.05780091074605783},{"text":"What color is the light on your Internet on your router right now?","start":89.7,"end":94.119995,"sentiment":"neutral","sentiment_score":-0.009262523685510341}],"sentiment":"neutral","sentiment_score":0.024441262922034815,"channel":0,"num_words":26,"start":84.075,"end":94.119995},{"sentences":[{"text":"Red.","start":95.1,"end":95.6,"sentiment":"neutral","sentiment_score":-0.03332909941673279}],"sentiment":"neutral","sentiment_score":-0.03332909941673279,"channel":1,"num_words":1,"start":95.1,"end":95.6},{"sentences":[{"text":"Now have you pressed any reset buttons on the router or anything like that?","start":96.34,"end":99.96,"sentiment":"neutral","sentiment_score":-0.059867417972002714}],"sentiment":"neutral","sentiment_score":-0.059867417972002714,"channel":0,"num_words":14,"start":96.34,"end":99.96},{"sentences":[{"text":"No.","start":100.115,"end":100.615,"sentiment":"neutral","sentiment_score":-0.12795591354370117}],"sentiment":"neutral","sentiment_score":-0.12795591354370117,"channel":1,"num_words":1,"start":100.115,"end":100.615},{"sentences":[{"text":"Okay.","start":101.805,"end":102.045006,"sentiment":"neutral","sentiment_score":-0.10752254724502563},{"text":"So it's not the router then.","start":102.045006,"end":103.585,"sentiment":"neutral","sentiment_score":-0.14272868757446608},{"text":"Alright.","start":104.045006,"end":104.445,"sentiment":"neutral","sentiment_score":-0.00873105600476265},{"text":"So let me just check something out.","start":104.445,"end":105.885,"sentiment":"neutral","sentiment_score":0.05874621655259814},{"text":"Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on.","start":105.885,"end":113.585,"sentiment":"neutral","sentiment_score":0.10823513340690862}],"sentiment":"neutral","sentiment_score":0.05073699619817106,"channel":0,"num_words":38,"start":101.805,"end":113.585},{"sentences":[{"text":"Most probably, it's probably a dropout or a network issue.","start":113.645004,"end":117.025,"sentiment":"neutral","sentiment_score":-0.2859994426369667}],"sentiment":"neutral","sentiment_score":-0.2859994426369667,"channel":0,"num_words":10,"start":113.645004,"end":117.025},{"sentences":[{"text":"Mhmm.","start":117.86,"end":118.36,"sentiment":"neutral","sentiment_score":-0.11641429364681244}],"sentiment":"neutral","sentiment_score":-0.11641429364681244,"channel":1,"num_words":1,"start":117.86,"end":118.36},{"sentences":[{"text":"So I have to log a fault to Super 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recently.","start":132.735,"end":133.635,"sentiment":"neutral","sentiment_score":-0.1969813952843348},{"text":"Right?","start":133.69499,"end":134.19499,"sentiment":"neutral","sentiment_score":-0.07509730756282806}],"sentiment":"neutral","sentiment_score":-0.2208739916483561,"channel":0,"num_words":6,"start":132.095,"end":134.19499},{"sentences":[{"text":"Yeah.","start":134.855,"end":135.355,"sentiment":"neutral","sentiment_score":-0.05608314648270607}],"sentiment":"neutral","sentiment_score":-0.05608314648270607,"channel":1,"num_words":1,"start":134.855,"end":135.355},{"sentences":[{"text":"Yeah.","start":135.61499,"end":135.855,"sentiment":"neutral","sentiment_score":-0.05042201280593872},{"text":"That's what I'm saying.","start":135.855,"end":136.495,"sentiment":"neutral","sentiment_score":-0.09856715984642506},{"text":"Just recently.","start":136.495,"end":137.135,"sentiment":"neutral","sentiment_score":-0.13269120454788208},{"text":"It hasn't been yeah.","start":137.135,"end":139.155,"sentiment":"neutral","sentiment_score":-0.24974068626761436},{"text":"Okay.","start":139.61499,"end":140.015,"sentiment":"neutral","sentiment_score":-0.044736433774232864}],"sentiment":"neutral","sentiment_score":-0.14614768667767444,"channel":0,"num_words":12,"start":135.61499,"end":140.015},{"sentences":[{"text":"Hang on a sec.","start":140.015,"end":140.995,"sentiment":"neutral","sentiment_score":-0.03608290199190378},{"text":"Hang on a sec.","start":172.365,"end":173.345,"sentiment":"neutral","sentiment_score":-0.023893739096820354},{"text":"I'm just waiting for the code to come in.","start":196.335,"end":198.515,"sentiment":"neutral","sentiment_score":-0.025888763161169157},{"text":"Super Network.","start":200.41501,"end":201.295,"sentiment":"neutral","sentiment_score":0.010067961644381285},{"text":"Where are you?","start":201.295,"end":202.015,"sentiment":"neutral","sentiment_score":0.0053464869658152265}],"sentiment":"neutral","sentiment_score":-0.01985136584632776,"channel":0,"num_words":22,"start":140.015,"end":202.015},{"sentences":[{"text":"Here it is.","start":202.015,"end":202.91501,"sentiment":"neutral","sentiment_score":0.00704967634131511},{"text":"Missed the Super Network.","start":203.855,"end":205.315,"sentiment":"neutral","sentiment_score":-0.0037029292434453964},{"text":"20815.","start":205.855,"end":209.55501,"sentiment":"neutral","sentiment_score":0.0047730859369039536},{"text":"Alright.","start":210.79,"end":211.29,"sentiment":"neutral","sentiment_score":0.02664950117468834},{"text":"Can you just confirm your address?","start":225.41501,"end":226.775,"sentiment":"neutral","sentiment_score":0.02560316026210785}],"sentiment":"neutral","sentiment_score":0.012758590715626876,"channel":0,"num_words":15,"start":202.015,"end":226.775},{"sentences":[{"text":"It's Unit 10938 Oakton Street.","start":226.775,"end":229.41501,"sentiment":"neutral","sentiment_score":0.026614690199494362},{"text":"Right?","start":229.41501,"end":229.91501,"sentiment":"neutral","sentiment_score":0.034513264894485474}],"sentiment":"neutral","sentiment_score":0.027931119315326214,"channel":0,"num_words":6,"start":226.775,"end":229.91501},{"sentences":[{"text":"Yes.","start":230.81,"end":231.31,"sentiment":"neutral","sentiment_score":0.050933755934238434}],"sentiment":"neutral","sentiment_score":0.050933755934238434,"channel":1,"num_words":1,"start":230.81,"end":231.31},{"sentences":[{"text":"Okay.","start":232.455,"end":232.955,"sentiment":"neutral","sentiment_score":0.08020743727684021},{"text":"I'm just checking the back end.","start":239.6,"end":241.12,"sentiment":"neutral","sentiment_score":0.09071796387434006},{"text":"I'm checking all the all the super network devices, make sure everything's working properly.","start":241.12,"end":247.62,"sentiment":"neutral","sentiment_score":0.11977138210620199},{"text":"Now on the black box on the wall, there is the service light on?","start":249.805,"end":254.145,"sentiment":"neutral","sentiment_score":0.005725453075553689}],"sentiment":"neutral","sentiment_score":0.06804202608764172,"channel":0,"num_words":35,"start":232.455,"end":254.145},{"sentences":[{"text":"Yeah.","start":256.55002,"end":257.05002,"sentiment":"neutral","sentiment_score":0.011778910644352436}],"sentiment":"neutral","sentiment_score":0.011778910644352436,"channel":1,"num_words":1,"start":256.55002,"end":257.05002},{"sentences":[{"text":"It's on.","start":258.04498,"end":258.605,"sentiment":"neutral","sentiment_score":0.006313752382993699},{"text":"Yeah?","start":258.605,"end":259.105,"sentiment":"neutral","sentiment_score":0.0017893221229314804},{"text":"Oh, okay.","start":259.565,"end":260.04498,"sentiment":"neutral","sentiment_score":-0.019684541039168835},{"text":"Here we go.","start":260.04498,"end":260.605,"sentiment":"neutral","sentiment_score":-0.010284987588723501},{"text":"We just picked up an issue here.","start":260.605,"end":262.225,"sentiment":"neutral","sentiment_score":-0.10128631868532725}],"sentiment":"neutral","sentiment_score":-0.05098742991685867,"channel":0,"num_words":15,"start":258.04498,"end":262.225},{"sentences":[{"text":"It's oh, yeah.","start":262.79,"end":264.65,"sentiment":"neutral","sentiment_score":-0.18291863799095154}],"sentiment":"neutral","sentiment_score":-0.18291863799095154,"channel":1,"num_words":3,"start":262.79,"end":264.65},{"sentences":[{"text":"Now there is a problem here with the what the black box.","start":265.41,"end":268.55,"sentiment":"negative","sentiment_score":-0.3386268566052119},{"text":"Yep.","start":270.28998,"end":270.78998,"sentiment":"neutral","sentiment_score":-0.14721213281154633},{"text":"I think there's a server 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hang on.","start":292.75,"end":297.15,"sentiment":"neutral","sentiment_score":-0.2597641280064216},{"text":"Maybe it's gonna work now.","start":297.15,"end":298.67,"sentiment":"neutral","sentiment_score":-0.1499869391322136},{"text":"Okay.","start":298.67,"end":298.99,"sentiment":"neutral","sentiment_score":-0.024080559611320496},{"text":"Let's have a look.","start":298.99,"end":300.05,"sentiment":"neutral","sentiment_score":-0.006165719591081142}],"sentiment":"neutral","sentiment_score":-0.194027841807558,"channel":0,"num_words":26,"start":291.15,"end":300.05},{"sentences":[{"text":"Yep.","start":300.67,"end":300.99,"sentiment":"neutral","sentiment_score":-0.004551219753921032},{"text":"But still, that's got a 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in","start":318.73,"end":319.37,"sentiment":"negative","sentiment_score":-0.39517401655515033}],"sentiment":"negative","sentiment_score":-0.39517401655515033,"channel":0,"num_words":3,"start":318.73,"end":319.37},{"sentences":[{"text":"from","start":319.38998,"end":319.71,"sentiment":"negative","sentiment_score":-0.4033862352371216}],"sentiment":"negative","sentiment_score":-0.4033862352371216,"channel":1,"num_words":1,"start":319.38998,"end":319.71},{"sentences":[{"text":"no.","start":319.45,"end":319.69,"sentiment":"negative","sentiment_score":-0.47009122371673584},{"text":"Because","start":319.69,"end":319.93,"sentiment":"neutral","sentiment_score":-0.3222315311431885}],"sentiment":"negative","sentiment_score":-0.39616137742996216,"channel":0,"num_words":2,"start":319.45,"end":319.93},{"sentences":[{"text":"the","start":319.71,"end":319.94998,"sentiment":"negative","sentiment_score":-0.424294114112854}],"sentiment":"negative","sentiment_score":-0.424294114112854,"channel":1,"num_words":1,"start":319.71,"end":319.94998},{"sentences":[{"text":"that's that's already been that's already been settled when they first paid for it.","start":319.93,"end":323.93,"sentiment":"negative","sentiment_score":-0.4602735532181604},{"text":"So that's not I can come and put the black box.","start":323.93,"end":326.17,"sentiment":"negative","sentiment_score":-0.4809099544178356},{"text":"If that box is not it's not working, it needs to be replaced.","start":326.17,"end":328.99,"sentiment":"negative","sentiment_score":-0.5946490053947155},{"text":"So just if it needs to be replaced, somebody has to be home to do it.","start":329.935,"end":334.195,"sentiment":"negative","sentiment_score":-0.3912036083638668},{"text":"But, look, it's not 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experiencing issues with their internet and is having trouble connecting to the network. The agent asks for the customer's name and address, then checks the system and logs a fault to Super Networks. The agent also asks the customer to allow 20 minutes and promises to resolve the issue soon."},"intents":{"segments":[{"text":"My Wi Fi is not working. Okay.","start_word":9,"end_word":15,"intents":[{"intent":"Fix wi fi","confidence_score":0.19887012}]},{"text":"So let me just check something out. Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on. Most probably, it's probably a dropout or a network issue. Mhmm.","start_word":246,"end_word":286,"intents":[{"intent":"Check network","confidence_score":0.034657277}]},{"text":"Most probably, it's probably a dropout or a network issue. Mhmm.","start_word":275,"end_word":285,"intents":[{"intent":"Report internet issue","confidence_score":0.12762614}]},{"text":"So I have to log a fault to Super Networks.","start_word":286,"end_word":295,"intents":[{"intent":"Log fault","confidence_score":0.24392048}]},{"text":"Can you just confirm your address?","start_word":378,"end_word":383,"intents":[{"intent":"Confirm address","confidence_score":0.87327427}]},{"text":"Now on the black box on the wall, there is the service light on? Yeah.","start_word":412,"end_word":426,"intents":[{"intent":"Check black box","confidence_score":0.14072795}]},{"text":"I think there's a server issue. That's why you got no Internet.","start_word":458,"end_word":469,"intents":[{"intent":"Fix server issue","confidence_score":0.049805615}]},{"text":"So I'm gonna have to log a fault to Super Networks. And now if the box is faulty, they might have to come and put a new one up. Alright?","start_word":471,"end_word":500,"intents":[{"intent":"Log fault","confidence_score":0.7860503}]},{"text":"Let's have a look. Yep.","start_word":531,"end_word":535,"intents":[{"intent":"Seek assistance","confidence_score":0.0026047954}]},{"text":"If that box is not it's not working, it needs to be replaced.","start_word":603,"end_word":615,"intents":[{"intent":"Replace black box","confidence_score":0.14367898}]}]},"sentiments":{"segments":[{"text":"Good afternoon. NTL tech support. Hello? Hello? Hello. Hi. My Wi Fi is not working. Okay. What's your name? So it's been a while. I think you rang up the other day. It was you were having some issues with it. And what's wrong with it now? Just stop working Yeah. again? Yeah. And I did what you told me to remove Yeah. the cable from the black box. Leave it for twenty minutes, and it's still not working. Today, it's just lighting red. It's not turning green. Okay. So how do I spell your name again? S S e l f I n e. okay. There you go. Yeah. This could be a this could be a network issue. Alright? If it keeps insisting, I might have to log a fault with Super Networks. You're on Oakton Street, and that's a Super Networks station. Let me just have a look at some of the statistics. Okay. So everything's been working good up until probably two days ago, right, from what I see? Today is the Yeah. twenty fourth twenty fifth. Mhmm. So you haven't been using the Internet the last couple of days? Yeah. Okay. But you got a steady flow. It's showing me a steady flow. What color is the light on your Internet on your router right now? Red. Now have you pressed any reset buttons on the router or anything like that? No. Okay. So it's not the router then. Alright. So let me just check something out. Let me just open up the Super Network portal, and I'll just go through it very quickly and find out what's going on. Most probably, it's probably a dropout or a network issue. Mhmm. So I have to log a fault to Super Networks. Because, I mean, your Internet's been working pretty good lately. I mean, I don't think we've ever had any calls from you, have we? I we have. Just regarding it turning red.","start_word":0,"end_word":327,"sentiment":"neutral","sentiment_score":-0.09156004446217926},{"text":"No.","start_word":328,"end_word":328,"sentiment":"negative","sentiment_score":-0.33439338207244873},{"text":"No. But just recently. Right? Yeah. Yeah. That's what I'm saying. Just recently. It hasn't been yeah. Okay. Hang on a sec. Hang on a sec. I'm just waiting for the code to come in. Super Network. Where are you? Here it is. Missed the Super Network. 20815. Alright. Can you just confirm your address? It's Unit 10938 Oakton Street. Right? Yes. Okay. I'm just checking the back end. I'm checking all the all the super network devices, make sure everything's working properly. Now on the black box on the wall, there is the service light on? Yeah. It's on. Yeah? Oh, okay. Here we go. We just picked up an issue here. It's oh, yeah.","start_word":329,"end_word":444,"sentiment":"neutral","sentiment_score":-0.0217563658952713},{"text":"Now there is a problem here with the what the black box.","start_word":445,"end_word":456,"sentiment":"negative","sentiment_score":-0.3363751471042633},{"text":"Yep.","start_word":457,"end_word":457,"sentiment":"neutral","sentiment_score":-0.14721213281154633},{"text":"I think there's a server issue. That's why you got no Internet.","start_word":458,"end_word":469,"sentiment":"negative","sentiment_score":-0.39880260825157166},{"text":"So I'm gonna have to log a fault to Super Networks.","start_word":470,"end_word":480,"sentiment":"neutral","sentiment_score":-0.17345373332500458},{"text":"And now if the box is faulty, they might have to come and put a new one up.","start_word":481,"end_word":498,"sentiment":"negative","sentiment_score":-0.4458390176296234},{"text":"Alright?","start_word":499,"end_word":499,"sentiment":"neutral","sentiment_score":-0.07375019043684006},{"text":"Oh my god.","start_word":500,"end_word":502,"sentiment":"negative","sentiment_score":-0.4104776978492737},{"text":"I I Yeah.","start_word":503,"end_word":505,"sentiment":"neutral","sentiment_score":-0.3252013921737671},{"text":"won't have Internet.","start_word":506,"end_word":508,"sentiment":"negative","sentiment_score":-0.47897499799728394},{"text":"I don't know. Let me log a file first because it was suffering oh, hang on. Maybe it's gonna work now. Okay. Let's have a look. Yep. But still, that's got a reported. No. It's And it's not my apartment because I'm renting.","start_word":509,"end_word":551,"sentiment":"neutral","sentiment_score":-0.19429662823677063},{"text":"So they can't just come and put a new black not box working.","start_word":552,"end_word":564,"sentiment":"negative","sentiment_score":-0.37000516057014465},{"text":"without No.","start_word":565,"end_word":566,"sentiment":"neutral","sentiment_score":-0.2660464346408844},{"text":"It's got it's consent got nothing in from no. Because the that's that's already been that's already been settled when they first paid for it. So that's not I can come and put the black box. If that box is not it's not working, it needs to be replaced. So just if it needs to be replaced, somebody has to be home to do it. But, look, it's not working.","start_word":567,"end_word":636,"sentiment":"negative","sentiment_score":-0.4582765996456146},{"text":"Yeah. Okay. Service is still offline.","start_word":637,"end_word":642,"sentiment":"neutral","sentiment_score":-0.2528972029685974},{"text":"So to me, there's a little there's an issue with a little black box or the big black box, sorry, on the wall.","start_word":643,"end_word":665,"sentiment":"negative","sentiment_score":-0.3338032364845276},{"text":"And I need to log a phone with Super Network, so please allow about twenty minutes. In twenty minutes, you'll get a callback either from myself or one of my colleagues. Alright? Okay. Okay. Sorry about that, but we'll try and get the result we'll try and get that resolved for you as soon as possible. Alright.","start_word":666,"end_word":722,"sentiment":"neutral","sentiment_score":-0.053551610689937024},{"text":"Okay. Thank you. Bye.","start_word":723,"end_word":726,"sentiment":"positive","sentiment_score":0.5574853420257568}],"average":{"sentiment":"neutral","sentiment_score":-0.1479562787867304}}}}