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So, actually, upon coordinating with the back end team, they said that this is now resolved. But since you're still experiencing the issue, is it okay if we do a reset on the router? Then let's configure again. Mhmm. Mhmm. Yeah. Yeah. So, actually, upon checking, they still have other customer who is experiencing also that there's still some site and website and the Steve TV streaming channels that's still unable to access. Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet. We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time. So, if ever you decide to, cancel the service, we cannot blame you for that. Really sorry for the inconvenience this is causing you. Actually mhmm. This is from the engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved. So as of the moment, they're still investigating it. So I'm not sure. I think they're also having a hard time solving this. Let me just check your account. Is it okay if I put you on hold? Let me just check your payment. Mhmm. Okay. Hello, Lillian? Yes. Thank you for waiting. So upon reviewing your account, your contract has ended. It's already been proof fulfilled since last, month. So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue. Actually, I'm not sure about that. Is it okay if I confirm that to our accounts department first? I think that is also related to the KU IP, the mismatch of the databases. That's why, mhmm, that's why you are unable to access some website, and at the same time, you're having a slow Internet speed. Mhmm. Yeah. As of mhmm. As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it. They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue. So as of the moment, this is still not resolved. Yeah. Actually, they did not provide us yet the list of the providers that they have spoke with, but they said that they're coordinating still regarding the issue. Is it okay if I put you on hold? I can confirm that one to our accounts department right now. Okay. Hang on. Hello, Lillian? Yes. So upon speaking with our accounts department yes. So for the month of March, you already settled the payment. You mean your customer portal? Mhmm. I can send you your username and password right now by SMS. It won't be decided. Okay. Yeah. Sure. It's in okay. Have you received the SMS message that I sent you just now? Thank you. Yeah. I can also send it to your email. So the because the username is quite long. So There you go. Have you received the SMS and the email? Okay. 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Good afternoon. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nMhmm. Mhmm. Okay. Is it okay if I ask your name for me to check your account? Mhmm.\n\nOkay. So, actually, upon coordinating with the back end team, they said that this is now resolved. But since you're still experiencing the issue, is it okay if we do a reset on the router? Then let's configure again. Mhmm.\n\nMhmm. Yeah. Yeah. So, actually, upon checking, they still have other customer who is experiencing also that there's still some site and website and the Steve TV streaming channels that's still unable to access. Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet.\n\nWe can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time. So, if ever you decide to, cancel the service, we cannot blame you for that. Really sorry for the inconvenience this is causing you. Actually mhmm. This is from the engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved.\n\nSo as of the moment, they're still investigating it. So I'm not sure. I think they're also having a hard time solving this. Let me just check your account. Is it okay if I put you on hold?\n\nLet me just check your payment. Mhmm. Okay. Hello, Lillian? Yes.\n\nThank you for waiting. So upon reviewing your account, your contract has ended. It's already been proof fulfilled since last, month. So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue. Actually, I'm not sure about that.\n\nIs it okay if I confirm that to our accounts department first? I think that is also related to the KU IP, the mismatch of the databases. That's why, mhmm, that's why you are unable to access some website, and at the same time, you're having a slow Internet speed. Mhmm. Yeah.\n\nAs of mhmm. As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it. They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue. So as of the moment, this is still not resolved. Yeah.\n\nActually, they did not provide us yet the list of the providers that they have spoke with, but they said that they're coordinating still regarding the issue. Is it okay if I put you on hold? I can confirm that one to our accounts department right now. Okay. Hang on.\n\nHello, Lillian? Yes. So upon speaking with our accounts department yes. So for the month of March, you already settled the payment. You mean your customer portal?\n\nMhmm. I can send you your username and password right now by SMS. It won't be decided. Okay. Yeah.\n\nSure. It's in okay. Have you received the SMS message that I sent you just now? Thank you. Yeah.\n\nI can also send it to your email. So the because the username is quite long. So There you go. Have you received the SMS and the email? Okay.\n\nCan you all kind check your email, please?","paragraphs":[{"sentences":[{"text":"Hello.","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.16806206107139587},{"text":"Good afternoon.","start":2.56,"end":3.3799999,"sentiment":"positive","sentiment_score":0.4078575372695923},{"text":"This is Maureen from Airtel tech support.","start":3.4399998,"end":6.02,"sentiment":"positive","sentiment_score":0.39969551137515474},{"text":"How can I assist you 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engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved.","start":271.865,"end":288.6,"sentiment":"neutral","sentiment_score":-0.18874614053603375}],"sentiment":"neutral","sentiment_score":-0.31438265065121096,"num_words":86,"start":234.21,"end":288.6},{"sentences":[{"text":"So as of the moment, they're still investigating it.","start":290.08502,"end":293.785,"sentiment":"neutral","sentiment_score":-0.20423406528102028},{"text":"So I'm not sure.","start":294.405,"end":295.545,"sentiment":"neutral","sentiment_score":-0.30916500091552734},{"text":"I think they're also having a hard time solving this.","start":296.245,"end":304.53,"sentiment":"negative","sentiment_score":-0.36459856778383254},{"text":"Let me just check your account.","start":326.135,"end":328.555,"sentiment":"neutral","sentiment_score":-0.001643345380822817},{"text":"Is it okay if I put you on 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waiting.","start":368.74002,"end":369.86002,"sentiment":"positive","sentiment_score":0.49886227399110794},{"text":"So upon reviewing your account, your contract has ended.","start":369.86002,"end":375.905,"sentiment":"neutral","sentiment_score":0.19758418202400208},{"text":"It's already been proof fulfilled since last, month.","start":376.845,"end":380.705,"sentiment":"neutral","sentiment_score":0.30554800294339657},{"text":"So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue.","start":381.245,"end":391.80002,"sentiment":"neutral","sentiment_score":0.036861028987914324},{"text":"Actually, I'm not sure about that.","start":406.025,"end":407.785,"sentiment":"neutral","sentiment_score":-0.07092304341495037}],"sentiment":"neutral","sentiment_score":0.13092582731270322,"num_words":51,"start":368.74002,"end":407.785},{"sentences":[{"text":"Is it okay if I confirm that to our accounts department first?","start":407.785,"end":411.16498,"sentiment":"neutral","sentiment_score":0.0025505155014495053},{"text":"I think that is also related to the KU IP, the mismatch of the databases.","start":446.09003,"end":450.99002,"sentiment":"neutral","sentiment_score":-0.27042381167411805},{"text":"That's why, mhmm, that's why you are unable to access some website, and at the same time, you're having a slow Internet speed.","start":452.25,"end":461.005,"sentiment":"neutral","sentiment_score":-0.3066519012917643},{"text":"Mhmm.","start":464.985,"end":465.485,"sentiment":"neutral","sentiment_score":-0.10098437964916228},{"text":"Yeah.","start":473.65,"end":474.05,"sentiment":"neutral","sentiment_score":-0.06732618808746338}],"sentiment":"neutral","sentiment_score":-0.21628952474118426,"num_words":52,"start":407.785,"end":474.05},{"sentences":[{"text":"As of mhmm.","start":474.05,"end":475.91,"sentiment":"neutral","sentiment_score":-0.07081226011117299},{"text":"As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it.","start":477.57,"end":486.235,"sentiment":"neutral","sentiment_score":-0.2628718932037768},{"text":"They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue.","start":487.335,"end":499.34998,"sentiment":"neutral","sentiment_score":-0.26211611732192663},{"text":"So as of the moment, this is still not resolved.","start":499.34998,"end":504.33,"sentiment":"neutral","sentiment_score":-0.3284700304269791},{"text":"Yeah.","start":519.335,"end":519.835,"sentiment":"neutral","sentiment_score":-0.02126256749033928}],"sentiment":"neutral","sentiment_score":-0.2598853982364138,"num_words":60,"start":474.05,"end":519.835},{"sentences":[{"text":"Actually, they did not provide us yet the list of the providers that they have spoke with, but they said that they're coordinating still regarding the issue.","start":519.97504,"end":534.61,"sentiment":"neutral","sentiment_score":-0.16856898698541853},{"text":"Is it okay if I put you on hold?","start":552.52997,"end":554.39,"sentiment":"neutral","sentiment_score":-0.027326628358827695},{"text":"I can confirm that one to our accounts department right now.","start":554.45,"end":558.37,"sentiment":"neutral","sentiment_score":0.028264561837369747},{"text":"Okay.","start":558.37,"end":558.77,"sentiment":"neutral","sentiment_score":0.04647551104426384},{"text":"Hang on.","start":558.77,"end":559.51,"sentiment":"neutral","sentiment_score":0.0806511715054512}],"sentiment":"neutral","sentiment_score":-0.08557228539139032,"num_words":50,"start":519.97504,"end":559.51},{"sentences":[{"text":"Hello, Lillian?","start":888.08,"end":888.98004,"sentiment":"neutral","sentiment_score":0.11392184346914291},{"text":"Yes.","start":891.255,"end":891.655,"sentiment":"neutral","sentiment_score":0.09093303978443146},{"text":"So upon speaking with our accounts department yes.","start":891.655,"end":898.055,"sentiment":"neutral","sentiment_score":0.08090999443084002},{"text":"So for the month of March, you already settled the payment.","start":898.055,"end":901.59503,"sentiment":"neutral","sentiment_score":0.11717083779248325},{"text":"You mean your customer portal?","start":927.445,"end":929.22504,"sentiment":"neutral","sentiment_score":-0.0705130010843277}],"sentiment":"neutral","sentiment_score":0.07045818120241165,"num_words":27,"start":888.08,"end":929.22504},{"sentences":[{"text":"Mhmm.","start":932.085,"end":932.585,"sentiment":"neutral","sentiment_score":-0.052826978266239166},{"text":"I can send you your username and password right now by SMS.","start":940.44995,"end":945.11,"sentiment":"neutral","sentiment_score":-0.010317425709217787},{"text":"It won't be decided.","start":945.57,"end":946.63,"sentiment":"neutral","sentiment_score":-0.1698424592614174},{"text":"Okay.","start":956.935,"end":957.435,"sentiment":"neutral","sentiment_score":-0.002090715803205967},{"text":"Yeah.","start":957.575,"end":958.055,"sentiment":"neutral","sentiment_score":0.009042943827807903}],"sentiment":"neutral","sentiment_score":-0.04468703662094317,"num_words":19,"start":932.085,"end":958.055},{"sentences":[{"text":"Sure.","start":958.055,"end":958.555,"sentiment":"neutral","sentiment_score":0.02392558939754963},{"text":"It's in okay.","start":958.775,"end":961.675,"sentiment":"neutral","sentiment_score":0.017041508108377457},{"text":"Have you received the SMS message that I sent you just now?","start":966.44,"end":970.30005,"sentiment":"neutral","sentiment_score":-0.011035474482923746},{"text":"Thank you.","start":971.16003,"end":971.98004,"sentiment":"neutral","sentiment_score":0.05616244673728943},{"text":"Yeah.","start":978.215,"end":978.455,"sentiment":"neutral","sentiment_score":-0.029270194470882416}],"sentiment":"neutral","sentiment_score":0.0013515325753312361,"num_words":19,"start":958.055,"end":978.455},{"sentences":[{"text":"I can also send it to your email.","start":978.455,"end":981.35504,"sentiment":"neutral","sentiment_score":-0.006103958003222942},{"text":"So the because the username is quite long.","start":990.36,"end":996.83997,"sentiment":"neutral","sentiment_score":-0.20529399439692497},{"text":"So There you go.","start":996.83997,"end":1006.765,"sentiment":"neutral","sentiment_score":-0.06638775113970041},{"text":"Have you received the SMS and the email?","start":1006.765,"end":1009.42505,"sentiment":"neutral","sentiment_score":-0.06108009209856391},{"text":"Okay.","start":1013.645,"end":1014.145,"sentiment":"neutral","sentiment_score":-0.0427640825510025}],"sentiment":"neutral","sentiment_score":-0.0857979118310172,"num_words":29,"start":978.455,"end":1014.145},{"sentences":[{"text":"Can you all kind check your email, please?","start":1051.3099,"end":1054.4509,"sentiment":"neutral","sentiment_score":0.0718352161347866}],"sentiment":"neutral","sentiment_score":0.0718352161347866,"num_words":8,"start":1051.3099,"end":1054.4509}]}}]},{"alternatives":[{"transcript":"Yeah. Hi. I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes. And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working. So I've still got mine's still not working. Some of them are, but I still have Paramount Plus not working, and I still have 10 play not working. And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going. So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now. Yes. Certainly. It's Lillian Astori. We've done that. I've done this. Done it and done it. Did it yesterday again, cleared the cache. Yeah. Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services, but I still don't have Paramount or the 10. I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not. But yeah. So I'm going to change providers if this can't be resolved in the next day because this is ridiculous over two and a half weeks. And then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that. And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not. So the service has been absolutely appalling, and it's really frustrating beyond now. And so I need some clarity. The the the answers I'm getting are not good enough. So what do you propose to do? Otherwise, I'm gonna leave the service. So they can't are they saying that they can't fix it? Like, what's the what where did you get the information that they've resolved the issue? Why why So so what so what's the answer to this? Like, I'm I'm the customer that's going without. So are you do are you prepared to pay me for the month, like, of what I've missed out? I'm I'm I'm pretty sure it's prepaid. Let's have a look. Mhmm. Yep. Yes. So okay. I'm just gonna check what have I paid for March? I'm just gonna check to see whether I paid for March. Yeah. I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it. And the the download is so slow. It's supposed to be twenty five ten, and it's always, like, two or worse than two. So what what is that about? Right. Okay. But but they don't know how to they they can't. Do they know why, or can they tell you why or when? What was sorry? Have they given you a list of which providers they've spoken to? Because at least then I know. I mean, that's the least that they should be telling us. Okay. So there's nothing you can if you can find out from your end, have I paid for March yet? Yes. Yes. That's okay. Thank you. Hi. Okay. So can I have March back to start with now? And what's happening is I'm trying to log in on your site, but it's not accepting my login. So I I honestly don't know what's going on. Can you help me with that? I'll try again. Yeah. I'm just going in to see how and I also yeah. Like let let me try this. Okay. So yeah. Which is I think you did that the other day, and I'm using it, but it's not working. So can you are you able to read it out to me? I'll just double check again. What's the login? Oh, I think mine hang on. Hang on. Hang on. Let me find it. No. I haven't yet. Okay. Send it to my email, and then we'll see what why it's not working. I haven't received the email. Let's have a look here. No. I haven't I haven't received either. Which is very unusual. No. I haven't received either. Let me just check settings. Wi Fi is on. Yeah. It's on my phone as 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Hi. I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes. And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working. So I've still got mine's still not working.\n\nSome of them are, but I still have Paramount Plus not working, and I still have 10 play not working. And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going. So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now. Yes. Certainly.\n\nIt's Lillian Astori. We've done that. I've done this. Done it and done it. Did it yesterday again, cleared the cache.\n\nYeah. Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services, but I still don't have Paramount or the 10. I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not. But yeah. So I'm going to change providers if this can't be resolved in the next day because this is ridiculous over two and a half weeks.\n\nAnd then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that. And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not. So the service has been absolutely appalling, and it's really frustrating beyond now. And so I need some clarity. The the the answers I'm getting are not good enough.\n\nSo what do you propose to do? Otherwise, I'm gonna leave the service. So they can't are they saying that they can't fix it? Like, what's the what where did you get the information that they've resolved the issue? Why why So so what so what's the answer to this?\n\nLike, I'm I'm the customer that's going without. So are you do are you prepared to pay me for the month, like, of what I've missed out? I'm I'm I'm pretty sure it's prepaid. Let's have a look. Mhmm.\n\nYep. Yes. So okay. I'm just gonna check what have I paid for March? I'm just gonna check to see whether I paid for March.\n\nYeah. I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it. And the the download is so slow. It's supposed to be twenty five ten, and it's always, like, two or worse than two. So what what is that about?\n\nRight. Okay. But but they don't know how to they they can't. Do they know why, or can they tell you why or when? What was sorry?\n\nHave they given you a list of which providers they've spoken to? Because at least then I know. I mean, that's the least that they should be telling us. Okay. So there's nothing you can if you can find out from your end, have I paid for March yet?\n\nYes. Yes. That's okay. Thank you. Hi.\n\nOkay. So can I have March back to start with now? And what's happening is I'm trying to log in on your site, but it's not accepting my login. So I I honestly don't know what's going on. Can you help me with that?\n\nI'll try again. Yeah. I'm just going in to see how and I also yeah. Like let let me try this. Okay.\n\nSo yeah. Which is I think you did that the other day, and I'm using it, but it's not working. So can you are you able to read it out to me? I'll just double check again. What's the login?\n\nOh, I think mine hang on. Hang on. Hang on. Let me find it. No.\n\nI haven't yet. Okay. Send it to my email, and then we'll see what why it's not working. I haven't received the email. Let's have a look here.\n\nNo. I haven't I haven't received either. Which is very unusual. No. I haven't received either.\n\nLet me just check settings. Wi Fi is on. Yeah. It's on my phone as well.","paragraphs":[{"sentences":[{"text":"Yeah.","start":8.639999,"end":9.04,"sentiment":"neutral","sentiment_score":0.031362421810626984},{"text":"Hi.","start":9.04,"end":9.54,"sentiment":"neutral","sentiment_score":0.0017981864511966703},{"text":"I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes.","start":10.24,"end":20.555,"sentiment":"neutral","sentiment_score":-0.12191376302923475},{"text":"And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working.","start":24.375,"end":34.82,"sentiment":"neutral","sentiment_score":-0.23616771612848556},{"text":"So I've still got mine's still not working.","start":37.04,"end":40.42,"sentiment":"negative","sentiment_score":-0.3729754872620106}],"sentiment":"neutral","sentiment_score":-0.20135296831050745,"num_words":52,"start":8.639999,"end":40.42},{"sentences":[{"text":"Some of them are, but I still have Paramount Plus not working, and I still have 10 play not working.","start":40.559998,"end":50.355003,"sentiment":"negative","sentiment_score":-0.37639131844043733},{"text":"And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going.","start":52.575,"end":65.409996,"sentiment":"negative","sentiment_score":-0.5635882556438446},{"text":"So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now.","start":65.409996,"end":80.185,"sentiment":"negative","sentiment_score":-0.4382061581401264},{"text":"Yes.","start":87.57,"end":87.89,"sentiment":"neutral","sentiment_score":0.07403859496116638},{"text":"Certainly.","start":87.89,"end":88.37,"sentiment":"neutral","sentiment_score":0.08453117311000824}],"sentiment":"negative","sentiment_score":-0.4555338796141536,"num_words":86,"start":40.559998,"end":88.37},{"sentences":[{"text":"It's Lillian Astori.","start":88.37,"end":89.75,"sentiment":"neutral","sentiment_score":0.0788069615761439},{"text":"We've done that.","start":116.16,"end":117.22,"sentiment":"neutral","sentiment_score":-0.00905228964984417},{"text":"I've done this.","start":117.36,"end":118.42,"sentiment":"neutral","sentiment_score":0.011540683141599098},{"text":"Done it and done it.","start":118.88,"end":120.4,"sentiment":"neutral","sentiment_score":0.05590680167078972},{"text":"Did it yesterday again, cleared the cache.","start":120.4,"end":124.475,"sentiment":"neutral","sentiment_score":-0.013915338686534337}],"sentiment":"neutral","sentiment_score":0.02028631917866213,"num_words":21,"start":88.37,"end":124.475},{"sentences":[{"text":"Yeah.","start":127.174995,"end":127.415,"sentiment":"neutral","sentiment_score":-0.06526758521795273},{"text":"Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services, but I still don't have Paramount or the 10.","start":127.415,"end":145.0,"sentiment":"neutral","sentiment_score":-0.17318565274278322},{"text":"I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not.","start":145.22,"end":151.975,"sentiment":"neutral","sentiment_score":-0.3196833662011407},{"text":"But yeah.","start":154.27501,"end":155.015,"sentiment":"neutral","sentiment_score":-0.20971742272377014},{"text":"So I'm going to change providers if this can't be resolved in the next day because this is ridiculous over two and a half weeks.","start":155.315,"end":166.62,"sentiment":"negative","sentiment_score":-0.5706495946645737}],"sentiment":"negative","sentiment_score":-0.33724432419985534,"num_words":80,"start":127.174995,"end":166.62},{"sentences":[{"text":"And then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that.","start":166.62,"end":174.255,"sentiment":"neutral","sentiment_score":-0.3167371623791181},{"text":"And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not.","start":174.41501,"end":179.155,"sentiment":"negative","sentiment_score":-0.48247970309522414},{"text":"So the service has been absolutely appalling, and it's really frustrating beyond now.","start":179.375,"end":186.595,"sentiment":"negative","sentiment_score":-0.8454175224670997},{"text":"And so I need some clarity.","start":188.56,"end":192.01999,"sentiment":"negative","sentiment_score":-0.6688159704208374},{"text":"The the the answers I'm getting are not good enough.","start":192.95999,"end":196.34,"sentiment":"negative","sentiment_score":-0.8382042169570922}],"sentiment":"negative","sentiment_score":-0.5521255707087582,"num_words":73,"start":166.62,"end":196.34},{"sentences":[{"text":"So what do you propose to do?","start":197.76,"end":202.515,"sentiment":"neutral","sentiment_score":-0.14809512346982956},{"text":"Otherwise, I'm gonna leave the service.","start":202.655,"end":204.515,"sentiment":"neutral","sentiment_score":-0.3194954718152682},{"text":"So they can't are they saying that they can't fix it?","start":256.06,"end":259.2,"sentiment":"neutral","sentiment_score":-0.3258338624780828},{"text":"Like, what's the what where did you get the information that they've resolved the issue?","start":259.72498,"end":266.305,"sentiment":"neutral","sentiment_score":-0.2490764319896698},{"text":"Why why So so what so what's the answer to this?","start":268.685,"end":307.09,"sentiment":"neutral","sentiment_score":-0.19510305740616538}],"sentiment":"neutral","sentiment_score":-0.24840182587504386,"num_words":50,"start":197.76,"end":307.09},{"sentences":[{"text":"Like, I'm I'm the customer that's going without.","start":307.09,"end":309.75,"sentiment":"neutral","sentiment_score":-0.21578172035515308},{"text":"So are you do are you prepared to pay me for the month, like, of what I've missed out?","start":310.05,"end":316.94998,"sentiment":"neutral","sentiment_score":-0.09826815657709774},{"text":"I'm I'm I'm pretty sure it's prepaid.","start":317.70502,"end":321.405,"sentiment":"neutral","sentiment_score":-0.03131012671760151},{"text":"Let's have a look.","start":323.14502,"end":324.20502,"sentiment":"neutral","sentiment_score":0.0010153443436138332},{"text":"Mhmm.","start":329.545,"end":330.045,"sentiment":"neutral","sentiment_score":-0.044367123395204544}],"sentiment":"neutral","sentiment_score":-0.09879039412436004,"num_words":39,"start":307.09,"end":330.045},{"sentences":[{"text":"Yep.","start":332.67,"end":333.17,"sentiment":"neutral","sentiment_score":0.024311348795890808},{"text":"Yes.","start":367.35,"end":367.85,"sentiment":"neutral","sentiment_score":0.12479369342327118},{"text":"So okay.","start":393.1,"end":394.46002,"sentiment":"neutral","sentiment_score":0.07843737304210663},{"text":"I'm just gonna check what have I paid for March?","start":394.46002,"end":397.68002,"sentiment":"neutral","sentiment_score":0.04111952669918537},{"text":"I'm just gonna check to see whether I paid for March.","start":401.48502,"end":404.465,"sentiment":"neutral","sentiment_score":0.01984619154510173}],"sentiment":"neutral","sentiment_score":0.03741932649165392,"num_words":25,"start":332.67,"end":404.465},{"sentences":[{"text":"Yeah.","start":412.33002,"end":412.65002,"sentiment":"neutral","sentiment_score":-0.10126239061355592},{"text":"I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it.","start":412.65002,"end":430.07498,"sentiment":"negative","sentiment_score":-0.5248373021494668},{"text":"And the the download is so slow.","start":431.655,"end":434.935,"sentiment":"negative","sentiment_score":-0.6535678931644985},{"text":"It's supposed to be twenty five ten, and it's always, like, two or worse than two.","start":434.935,"end":441.41,"sentiment":"negative","sentiment_score":-0.5360586307942867},{"text":"So what what is that about?","start":441.87,"end":445.25,"sentiment":"neutral","sentiment_score":-0.21075299878915152}],"sentiment":"negative","sentiment_score":-0.510049045085907,"num_words":83,"start":412.33002,"end":445.25},{"sentences":[{"text":"Right.","start":452.35,"end":452.85,"sentiment":"neutral","sentiment_score":-0.13569189608097076},{"text":"Okay.","start":463.25497,"end":463.75497,"sentiment":"neutral","sentiment_score":-0.10562054067850112},{"text":"But but they don't know how to they they can't.","start":464.615,"end":467.275,"sentiment":"neutral","sentiment_score":-0.19565511494874954},{"text":"Do they know why, or can they tell you why or when?","start":467.58,"end":471.76,"sentiment":"neutral","sentiment_score":-0.18843291203180948},{"text":"What was sorry?","start":472.78,"end":477.04,"sentiment":"neutral","sentiment_score":-0.07415432979663213}],"sentiment":"neutral","sentiment_score":-0.173389685926614,"num_words":27,"start":452.35,"end":477.04},{"sentences":[{"text":"Have they given you a list of which providers they've spoken to?","start":505.47998,"end":509.09998,"sentiment":"neutral","sentiment_score":-0.15369542688131332},{"text":"Because at least then I know.","start":511.47998,"end":513.18,"sentiment":"neutral","sentiment_score":-0.17356635878483453},{"text":"I mean, that's the least that they should be telling us.","start":514.945,"end":517.605,"sentiment":"neutral","sentiment_score":-0.2101418457247994},{"text":"Okay.","start":541.055,"end":541.375,"sentiment":"neutral","sentiment_score":-0.02744792401790619},{"text":"So there's nothing you can if you can find out from your end, have I paid for March yet?","start":541.375,"end":550.83496,"sentiment":"neutral","sentiment_score":-0.03140535460490929}],"sentiment":"neutral","sentiment_score":-0.11880516815854579,"num_words":49,"start":505.47998,"end":550.83496},{"sentences":[{"text":"Yes.","start":555.13,"end":555.63,"sentiment":"neutral","sentiment_score":0.04304250329732895},{"text":"Yes.","start":556.81,"end":557.13,"sentiment":"neutral","sentiment_score":0.03349175304174423},{"text":"That's okay.","start":557.13,"end":557.87,"sentiment":"neutral","sentiment_score":0.051554109901189804},{"text":"Thank you.","start":560.01,"end":560.83,"sentiment":"neutral","sentiment_score":0.28553642332553864},{"text":"Hi.","start":889.99,"end":890.49,"sentiment":"neutral","sentiment_score":0.07741300761699677}],"sentiment":"neutral","sentiment_score":0.11830404720136098,"num_words":7,"start":555.13,"end":890.49},{"sentences":[{"text":"Okay.","start":904.485,"end":904.96497,"sentiment":"neutral","sentiment_score":0.07168214023113251},{"text":"So can I have March back to start with now?","start":904.96497,"end":909.065,"sentiment":"neutral","sentiment_score":0.05839252546429634},{"text":"And what's happening is I'm trying to log in on your site, but it's not accepting my login.","start":910.5,"end":919.8,"sentiment":"neutral","sentiment_score":-0.2724841940734122},{"text":"So I I honestly don't know what's going on.","start":920.98,"end":923.69995,"sentiment":"negative","sentiment_score":-0.36973892317877877},{"text":"Can you help me with that?","start":923.69995,"end":925.875,"sentiment":"neutral","sentiment_score":-0.08898558591802914}],"sentiment":"neutral","sentiment_score":-0.18433345278555696,"num_words":44,"start":904.485,"end":925.875},{"sentences":[{"text":"I'll try again.","start":927.615,"end":928.595,"sentiment":"neutral","sentiment_score":-0.07718036199609439},{"text":"Yeah.","start":930.57495,"end":931.07495,"sentiment":"neutral","sentiment_score":-0.03818293288350105},{"text":"I'm just going in to see how and I also yeah.","start":931.21497,"end":936.65497,"sentiment":"neutral","sentiment_score":-0.0549058202992786},{"text":"Like let let me try this.","start":936.65497,"end":939.8,"sentiment":"neutral","sentiment_score":-0.045941841478149094},{"text":"Okay.","start":940.01996,"end":940.51996,"sentiment":"neutral","sentiment_score":-0.004253435879945755}],"sentiment":"neutral","sentiment_score":-0.05243602395057678,"num_words":22,"start":927.615,"end":940.51996},{"sentences":[{"text":"So yeah.","start":940.57996,"end":945.63995,"sentiment":"neutral","sentiment_score":-0.03940946236252785},{"text":"Which is I think you did that the other day, and I'm using it, but it's not working.","start":946.18,"end":951.95996,"sentiment":"neutral","sentiment_score":-0.18207951055632698},{"text":"So can you are you able to read it out to me?","start":952.59503,"end":956.775,"sentiment":"neutral","sentiment_score":-0.04768214141950011},{"text":"I'll just double check again.","start":958.195,"end":959.815,"sentiment":"neutral","sentiment_score":0.02091102860867977},{"text":"What's the login?","start":962.515,"end":963.575,"sentiment":"neutral","sentiment_score":0.001850785066684087}],"sentiment":"neutral","sentiment_score":-0.09545820783823729,"num_words":40,"start":940.57996,"end":963.575},{"sentences":[{"text":"Oh, I think mine hang on.","start":969.33997,"end":970.86,"sentiment":"neutral","sentiment_score":-0.019432080443948507},{"text":"Hang on.","start":970.86,"end":971.26,"sentiment":"neutral","sentiment_score":-0.0014452748000621796},{"text":"Hang on.","start":971.26,"end":971.66,"sentiment":"neutral","sentiment_score":0.047121621668338776},{"text":"Let me find it.","start":971.66,"end":972.88,"sentiment":"neutral","sentiment_score":0.026035835966467857},{"text":"No.","start":973.58,"end":973.82,"sentiment":"neutral","sentiment_score":-0.14132198691368103}],"sentiment":"neutral","sentiment_score":-0.0041612287983298305,"num_words":15,"start":969.33997,"end":973.82},{"sentences":[{"text":"I haven't yet.","start":973.82,"end":974.96,"sentiment":"neutral","sentiment_score":-0.15052356322606406},{"text":"Okay.","start":982.73505,"end":983.135,"sentiment":"neutral","sentiment_score":-0.014468034729361534},{"text":"Send it to my email, and then we'll see what why it's not working.","start":983.135,"end":989.075,"sentiment":"neutral","sentiment_score":-0.08820382532264505},{"text":"I haven't received the email.","start":1010.445,"end":1012.305,"sentiment":"neutral","sentiment_score":-0.21931603848934172},{"text":"Let's have a look here.","start":1014.525,"end":1015.805,"sentiment":"neutral","sentiment_score":-0.022469311952590942}],"sentiment":"neutral","sentiment_score":-0.10392210825479456,"num_words":28,"start":973.82,"end":1015.805},{"sentences":[{"text":"No.","start":1015.805,"end":1016.045,"sentiment":"negative","sentiment_score":-0.3602602481842041},{"text":"I haven't I haven't received either.","start":1016.045,"end":1017.745,"sentiment":"negative","sentiment_score":-0.40554098784923553},{"text":"Which is very unusual.","start":1025.1,"end":1028.0,"sentiment":"negative","sentiment_score":-0.5549363642930984},{"text":"No.","start":1029.1,"end":1029.34,"sentiment":"negative","sentiment_score":-0.36072802543640137},{"text":"I haven't received either.","start":1029.34,"end":1030.56,"sentiment":"negative","sentiment_score":-0.35663704201579094}],"sentiment":"negative","sentiment_score":-0.4250329891219735,"num_words":16,"start":1015.805,"end":1030.56},{"sentences":[{"text":"Let me just check settings.","start":1033.34,"end":1035.495,"sentiment":"neutral","sentiment_score":0.06294661611318589},{"text":"Wi Fi is on.","start":1036.915,"end":1038.135,"sentiment":"neutral","sentiment_score":0.12638985738158226},{"text":"Yeah.","start":1039.395,"end":1039.715,"sentiment":"neutral","sentiment_score":0.16818034648895264},{"text":"It's on my phone as well.","start":1039.715,"end":1041.415,"sentiment":"neutral","sentiment_score":0.15689386303226152}],"sentiment":"neutral","sentiment_score":0.12061475217342377,"num_words":16,"start":1033.34,"end":1041.415}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Yeah. Hi. I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes.\n\nChannel 0: Mhmm.\n\nChannel 1: And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working.\n\nChannel 0: Mhmm.\n\nChannel 1: So I've still got mine's still not working. Some of them are, but I still have Paramount Plus not working, and I still have 10 play not working. And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going. So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now.\n\nChannel 0: Mhmm. Okay. Is it okay if I ask your name for me to check your account?\n\nChannel 1: Yes. Certainly. It's Lillian Astori.\n\nChannel 0: Mhmm. Okay. So, actually, upon coordinating with the back end team, they said that this is now resolved. But since you're still experiencing the issue, is it okay if we do a reset on the router? Then\n\nChannel 1: We've done\n\nChannel 0: let's\n\nChannel 1: that.\n\nChannel 0: configure\n\nChannel 1: I've\n\nChannel 0: again.\n\nChannel 1: done this. Done it and done it. Did it yesterday again, cleared the cache. Yeah. Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services,\n\nChannel 0: Mhmm.\n\nChannel 1: but I still don't have Paramount or the 10. I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not. But yeah. So I'm going to change providers\n\nChannel 0: Mhmm.\n\nChannel 1: if this can't be resolved in the next day because this is ridiculous over two and a half weeks. And then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that. And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not. So the service has been absolutely appalling, and it's really frustrating beyond now. And so I need some clarity.\n\nThe the the answers I'm getting are not good enough. So\n\nChannel 0: Yeah.\n\nChannel 1: what do you propose to do? Otherwise, I'm gonna leave the service.\n\nChannel 0: Yeah. So, actually, upon checking, they still have other customer who is experiencing also that there's still some site and website and the Steve TV streaming channels that's still unable to access. Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet. We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time. So, if ever you decide to, cancel the service, we cannot blame you for that.\n\nReally sorry for the inconvenience this is causing you.\n\nChannel 1: So they can't are they saying that they can't fix it? Like, what's the what where did you get the information that they've resolved the issue?\n\nChannel 0: Actually\n\nChannel 1: Why why\n\nChannel 0: mhmm. This is from the engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved. So as of the moment, they're still investigating it. So I'm not sure. I think they're also having a hard time\n\nChannel 1: So\n\nChannel 0: solving\n\nChannel 1: so\n\nChannel 0: this.\n\nChannel 1: what so what's the answer to this? Like, I'm I'm the customer that's going without. So are you do are you prepared to pay me for the month, like, of what I've missed out? I'm I'm I'm pretty sure it's prepaid. Let's have a look.\n\nChannel 0: Let me just check your account. Is it\n\nChannel 1: Mhmm.\n\nChannel 0: okay if I put you on hold? Let me just check your payment.\n\nChannel 1: Yep.\n\nChannel 0: Mhmm. Okay. Hello, Lillian?\n\nChannel 1: Yes.\n\nChannel 0: Yes. Thank you for waiting. So upon reviewing your account, your contract has ended. It's already been proof fulfilled since last, month. So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue.\n\nChannel 1: So okay. I'm just gonna check what have I paid for March? I'm just gonna check to see whether I paid for March.\n\nChannel 0: Actually, I'm not sure about that. Is it okay if I confirm that to our accounts department first?\n\nChannel 1: Yeah. I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it. And the the download is so slow. It's supposed to be twenty five ten, and it's always, like, two or worse than two. So what what is that about?\n\nChannel 0: I think that is also related to the KU IP, the mismatch of the databases. That's\n\nChannel 1: Right.\n\nChannel 0: why, mhmm, that's why you are unable to access some website, and at the same time, you're having a slow Internet speed.\n\nChannel 1: Okay. But but\n\nChannel 0: Mhmm.\n\nChannel 1: they don't know how to they they can't. Do they know why, or can they tell you why or when? What\n\nChannel 0: Yeah. As of\n\nChannel 1: was\n\nChannel 0: mhmm.\n\nChannel 1: sorry?\n\nChannel 0: As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it. They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue. So as of the moment, this is still not resolved.\n\nChannel 1: Have they given you a list of which providers they've spoken to? Because at least then I know. I mean, that's the least that they should be telling us.\n\nChannel 0: Yeah. Actually, they did not provide us yet the list of the providers that they have spoke with, but they said that they're coordinating still regarding the issue.\n\nChannel 1: Okay. So there's nothing you can if you can find out from your end, have I paid for March yet?\n\nChannel 0: Is it okay if I put you on hold? I can confirm\n\nChannel 1: Yes.\n\nChannel 0: that one to our\n\nChannel 1: Yes.\n\nChannel 0: accounts\n\nChannel 1: That's okay.\n\nChannel 0: department right now. Okay. Hang on.\n\nChannel 1: Thank you.\n\nChannel 0: Hello, Lillian?\n\nChannel 1: Hi.\n\nChannel 0: Yes. So upon speaking with our accounts department yes. So for the month of March, you already settled the payment.\n\nChannel 1: Okay. So can I have March back to start with now? And what's happening is I'm trying to log in on your site, but it's not accepting my login. So I I honestly don't know what's going on. Can you help me with that?\n\nChannel 0: You mean\n\nChannel 1: I'll try\n\nChannel 0: your\n\nChannel 1: again.\n\nChannel 0: customer portal?\n\nChannel 1: Yeah. I'm just\n\nChannel 0: Mhmm.\n\nChannel 1: going in to see how and I also yeah. Like let let me try this. Okay.\n\nChannel 0: I\n\nChannel 1: So\n\nChannel 0: can send you your username and password right now by SMS.\n\nChannel 1: yeah.\n\nChannel 0: It won't be decided.\n\nChannel 1: Which is I think you did that the other day, and I'm using it, but it's not working. So can you are you able to read it out to me?\n\nChannel 0: Okay. Yeah. Sure.\n\nChannel 1: I'll just double\n\nChannel 0: It's\n\nChannel 1: check\n\nChannel 0: in\n\nChannel 1: again.\n\nChannel 0: okay.\n\nChannel 1: What's the login?\n\nChannel 0: Have you received the SMS message that I sent you\n\nChannel 1: Oh, I\n\nChannel 0: just\n\nChannel 1: think mine\n\nChannel 0: now?\n\nChannel 1: hang on. Hang on.\n\nChannel 0: Thank\n\nChannel 1: Hang on.\n\nChannel 0: you.\n\nChannel 1: Let me find it. No. I haven't yet.\n\nChannel 0: Yeah. I can also send it to your email.\n\nChannel 1: Okay. Send it to my email, and then we'll see what why it's not working.\n\nChannel 0: So the because the username is quite long. So There you go. Have you received the SMS and the email?\n\nChannel 1: I haven't received the email.\n\nChannel 0: Okay.\n\nChannel 1: Let's have a look here. No. I haven't I haven't received either. Which is very unusual. No.\n\nI haven't received either. Let me just check settings. Wi Fi is on. Yeah. It's on my phone as well.\n\nChannel 0: Can you all kind check your email, please?","paragraphs":[{"sentences":[{"text":"Hello.","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.16806206107139587},{"text":"Good afternoon.","start":2.56,"end":3.3799999,"sentiment":"positive","sentiment_score":0.4078575372695923},{"text":"This is Maureen from Airtel tech support.","start":3.4399998,"end":6.02,"sentiment":"positive","sentiment_score":0.39969551137515474},{"text":"How can I assist you today?","start":6.08,"end":7.54,"sentiment":"positive","sentiment_score":0.419536292552948}],"sentiment":"positive","sentiment_score":0.393678966909647,"channel":0,"num_words":16,"start":2.1599998,"end":7.54},{"sentences":[{"text":"Yeah.","start":8.639999,"end":9.04,"sentiment":"neutral","sentiment_score":0.031362421810626984},{"text":"Hi.","start":9.04,"end":9.54,"sentiment":"neutral","sentiment_score":0.0017981864511966703},{"text":"I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes.","start":10.24,"end":20.555,"sentiment":"neutral","sentiment_score":-0.12191376302923475}],"sentiment":"neutral","sentiment_score":-0.10987080066748288,"channel":1,"num_words":23,"start":8.639999,"end":20.555},{"sentences":[{"text":"Mhmm.","start":21.775002,"end":22.275002,"sentiment":"neutral","sentiment_score":-0.09388340264558792}],"sentiment":"neutral","sentiment_score":-0.09388340264558792,"channel":0,"num_words":1,"start":21.775002,"end":22.275002},{"sentences":[{"text":"And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working.","start":24.375,"end":34.82,"sentiment":"neutral","sentiment_score":-0.23616771612848556}],"sentiment":"neutral","sentiment_score":-0.23616771612848556,"channel":1,"num_words":21,"start":24.375,"end":34.82},{"sentences":[{"text":"Mhmm.","start":36.02,"end":36.52,"sentiment":"neutral","sentiment_score":-0.13606029748916626}],"sentiment":"neutral","sentiment_score":-0.13606029748916626,"channel":0,"num_words":1,"start":36.02,"end":36.52},{"sentences":[{"text":"So I've still got mine's still not working.","start":37.04,"end":40.42,"sentiment":"negative","sentiment_score":-0.3729754872620106},{"text":"Some of them are, but I still have Paramount Plus not working, and I still have 10 play not working.","start":40.559998,"end":50.355003,"sentiment":"negative","sentiment_score":-0.37639131844043733},{"text":"And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going.","start":52.575,"end":65.409996,"sentiment":"negative","sentiment_score":-0.5635882556438446},{"text":"So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now.","start":65.409996,"end":80.185,"sentiment":"negative","sentiment_score":-0.4382061581401264}],"sentiment":"negative","sentiment_score":-0.45998138383678766,"channel":1,"num_words":92,"start":37.04,"end":80.185},{"sentences":[{"text":"Mhmm.","start":81.885,"end":82.2,"sentiment":"neutral","sentiment_score":-0.048171866685152054},{"text":"Okay.","start":82.36,"end":82.86,"sentiment":"neutral","sentiment_score":-0.024070218205451965},{"text":"Is it okay if I ask your name for me to check your account?","start":83.159996,"end":86.86,"sentiment":"neutral","sentiment_score":0.03935077839664051}],"sentiment":"neutral","sentiment_score":0.02991680079139769,"channel":0,"num_words":16,"start":81.885,"end":86.86},{"sentences":[{"text":"Yes.","start":87.57,"end":87.89,"sentiment":"neutral","sentiment_score":0.07403859496116638},{"text":"Certainly.","start":87.89,"end":88.37,"sentiment":"neutral","sentiment_score":0.08453117311000824},{"text":"It's Lillian Astori.","start":88.37,"end":89.75,"sentiment":"neutral","sentiment_score":0.0788069615761439}],"sentiment":"neutral","sentiment_score":0.07899813055992126,"channel":1,"num_words":5,"start":87.57,"end":89.75},{"sentences":[{"text":"Mhmm.","start":91.159996,"end":91.659996,"sentiment":"neutral","sentiment_score":0.029221920296549797},{"text":"Okay.","start":95.355,"end":95.855,"sentiment":"neutral","sentiment_score":0.04062182456254959},{"text":"So, actually, upon coordinating with the back end team, they said that this is now resolved.","start":95.875,"end":107.935,"sentiment":"neutral","sentiment_score":0.05020484502892941},{"text":"But since you're still experiencing the issue, is it okay if we do a reset on the router?","start":108.71,"end":114.97,"sentiment":"neutral","sentiment_score":-0.12094922943247689},{"text":"Then","start":115.99,"end":116.49,"sentiment":"neutral","sentiment_score":-0.03747732192277908}],"sentiment":"neutral","sentiment_score":-0.036255194226632245,"channel":0,"num_words":37,"start":91.159996,"end":116.49},{"sentences":[{"text":"We've done","start":116.16,"end":116.72,"sentiment":"neutral","sentiment_score":-0.016852575354278088}],"sentiment":"neutral","sentiment_score":-0.016852575354278088,"channel":1,"num_words":2,"start":116.16,"end":116.72},{"sentences":[{"text":"let's","start":116.63,"end":117.03,"sentiment":"neutral","sentiment_score":0.003582568373531103}],"sentiment":"neutral","sentiment_score":0.003582568373531103,"channel":0,"num_words":1,"start":116.63,"end":117.03},{"sentences":[{"text":"that.","start":116.72,"end":117.22,"sentiment":"neutral","sentiment_score":0.006548281759023666}],"sentiment":"neutral","sentiment_score":0.006548281759023666,"channel":1,"num_words":1,"start":116.72,"end":117.22},{"sentences":[{"text":"configure","start":117.03,"end":117.53,"sentiment":"neutral","sentiment_score":0.0024477019906044006}],"sentiment":"neutral","sentiment_score":0.0024477019906044006,"channel":0,"num_words":1,"start":117.03,"end":117.53},{"sentences":[{"text":"I've","start":117.36,"end":117.6,"sentiment":"neutral","sentiment_score":-0.0056046671234071255}],"sentiment":"neutral","sentiment_score":-0.0056046671234071255,"channel":1,"num_words":1,"start":117.36,"end":117.6},{"sentences":[{"text":"again.","start":117.59,"end":118.09,"sentiment":"neutral","sentiment_score":-0.002020183950662613}],"sentiment":"neutral","sentiment_score":-0.002020183950662613,"channel":0,"num_words":1,"start":117.59,"end":118.09},{"sentences":[{"text":"done this.","start":117.6,"end":118.42,"sentiment":"neutral","sentiment_score":0.02011335827410221},{"text":"Done it and done it.","start":118.88,"end":120.4,"sentiment":"neutral","sentiment_score":0.05590680167078972},{"text":"Did it yesterday again, cleared the cache.","start":120.4,"end":124.475,"sentiment":"neutral","sentiment_score":-0.013915338686534337},{"text":"Yeah.","start":127.174995,"end":127.415,"sentiment":"neutral","sentiment_score":-0.06526758521795273},{"text":"Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services,","start":127.415,"end":137.95999,"sentiment":"neutral","sentiment_score":-0.13664174044416064}],"sentiment":"neutral","sentiment_score":-0.07534418834580316,"channel":1,"num_words":36,"start":117.6,"end":137.95999},{"sentences":[{"text":"Mhmm.","start":139.23001,"end":139.73001,"sentiment":"neutral","sentiment_score":-0.11103592813014984}],"sentiment":"neutral","sentiment_score":-0.11103592813014984,"channel":0,"num_words":1,"start":139.23001,"end":139.73001},{"sentences":[{"text":"but I still don't have Paramount or the 10.","start":139.78,"end":145.0,"sentiment":"neutral","sentiment_score":-0.25845478143956924},{"text":"I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not.","start":145.22,"end":151.975,"sentiment":"neutral","sentiment_score":-0.3196833662011407},{"text":"But yeah.","start":154.27501,"end":155.015,"sentiment":"neutral","sentiment_score":-0.20971742272377014},{"text":"So I'm going to change providers","start":155.315,"end":159.175,"sentiment":"neutral","sentiment_score":-0.21448146551847458}],"sentiment":"neutral","sentiment_score":-0.28372950584460527,"channel":1,"num_words":39,"start":139.78,"end":159.175},{"sentences":[{"text":"Mhmm.","start":160.915,"end":161.415,"sentiment":"neutral","sentiment_score":-0.19885960221290588}],"sentiment":"neutral","sentiment_score":-0.19885960221290588,"channel":0,"num_words":1,"start":160.915,"end":161.415},{"sentences":[{"text":"if this can't be resolved in the next day because this is ridiculous over two and a half weeks.","start":161.02,"end":166.62,"sentiment":"negative","sentiment_score":-0.6831237407107102},{"text":"And then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that.","start":166.62,"end":174.255,"sentiment":"neutral","sentiment_score":-0.3167371623791181},{"text":"And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not.","start":174.41501,"end":179.155,"sentiment":"negative","sentiment_score":-0.48247970309522414},{"text":"So the service has been absolutely appalling, and it's really frustrating beyond now.","start":179.375,"end":186.595,"sentiment":"negative","sentiment_score":-0.8454175224670997},{"text":"And so I need some clarity.","start":188.56,"end":192.01999,"sentiment":"negative","sentiment_score":-0.6688159704208374}],"sentiment":"negative","sentiment_score":-0.5475911654350234,"channel":1,"num_words":82,"start":161.02,"end":192.01999},{"sentences":[{"text":"The the the answers I'm getting are not good enough.","start":192.95999,"end":196.34,"sentiment":"negative","sentiment_score":-0.8382042169570922},{"text":"So","start":197.76,"end":198.26,"sentiment":"neutral","sentiment_score":-0.21778187155723572}],"sentiment":"negative","sentiment_score":-0.7818021855571053,"channel":1,"num_words":11,"start":192.95999,"end":198.26},{"sentences":[{"text":"Yeah.","start":198.99,"end":199.49,"sentiment":"neutral","sentiment_score":-0.17649783194065094}],"sentiment":"neutral","sentiment_score":-0.17649783194065094,"channel":0,"num_words":1,"start":198.99,"end":199.49},{"sentences":[{"text":"what do you propose to do?","start":200.735,"end":202.515,"sentiment":"neutral","sentiment_score":-0.13648066545526186},{"text":"Otherwise, I'm gonna leave the service.","start":202.655,"end":204.515,"sentiment":"neutral","sentiment_score":-0.3194954718152682}],"sentiment":"neutral","sentiment_score":-0.22798806863526502,"channel":1,"num_words":12,"start":200.735,"end":204.515},{"sentences":[{"text":"Yeah.","start":206.43501,"end":206.675,"sentiment":"neutral","sentiment_score":-0.10972161591053008},{"text":"So, actually, upon checking, they still have other customer who is experiencing also that there's still some site and website and the Steve TV streaming channels that's still unable to access.","start":206.675,"end":224.39,"sentiment":"neutral","sentiment_score":-0.24353167943416104},{"text":"Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet.","start":224.93001,"end":234.15001,"sentiment":"neutral","sentiment_score":-0.26725975993801565},{"text":"We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time.","start":234.21,"end":243.535,"sentiment":"negative","sentiment_score":-0.3355848689874013},{"text":"So, if ever you decide to, cancel the service, we cannot blame you for that.","start":244.395,"end":250.575,"sentiment":"negative","sentiment_score":-0.45914084315299986}],"sentiment":"neutral","sentiment_score":-0.3093464143656112,"channel":0,"num_words":91,"start":206.43501,"end":250.575},{"sentences":[{"text":"Really sorry for the inconvenience this is causing you.","start":251.64,"end":254.78,"sentiment":"negative","sentiment_score":-0.5183256169160207}],"sentiment":"negative","sentiment_score":-0.5183256169160207,"channel":0,"num_words":9,"start":251.64,"end":254.78},{"sentences":[{"text":"So they can't are they saying that they can't fix it?","start":256.06,"end":259.2,"sentiment":"neutral","sentiment_score":-0.3258338624780828},{"text":"Like, what's the what where did you get the information that they've resolved the issue?","start":259.72498,"end":266.305,"sentiment":"neutral","sentiment_score":-0.2490764319896698}],"sentiment":"neutral","sentiment_score":-0.2815507295039984,"channel":1,"num_words":26,"start":256.06,"end":266.305},{"sentences":[{"text":"Actually","start":268.345,"end":268.845,"sentiment":"neutral","sentiment_score":-0.0924779176712036}],"sentiment":"neutral","sentiment_score":-0.0924779176712036,"channel":0,"num_words":1,"start":268.345,"end":268.845},{"sentences":[{"text":"Why why","start":268.685,"end":269.425,"sentiment":"neutral","sentiment_score":-0.11503789573907852}],"sentiment":"neutral","sentiment_score":-0.11503789573907852,"channel":1,"num_words":2,"start":268.685,"end":269.425},{"sentences":[{"text":"mhmm.","start":270.185,"end":270.685,"sentiment":"neutral","sentiment_score":-0.10297273844480516},{"text":"This is from the engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved.","start":271.865,"end":288.6,"sentiment":"neutral","sentiment_score":-0.18874614053603375},{"text":"So as of the moment, they're still investigating it.","start":290.08502,"end":293.785,"sentiment":"neutral","sentiment_score":-0.20423406528102028},{"text":"So I'm not sure.","start":294.405,"end":295.545,"sentiment":"neutral","sentiment_score":-0.30916500091552734},{"text":"I think they're also having a hard 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so what's the answer to this?","start":304.37,"end":307.09,"sentiment":"neutral","sentiment_score":-0.19914053806236812},{"text":"Like, I'm I'm the customer that's going without.","start":307.09,"end":309.75,"sentiment":"neutral","sentiment_score":-0.21578172035515308},{"text":"So are you do are you prepared to pay me for the month, like, of what I've missed out?","start":310.05,"end":316.94998,"sentiment":"neutral","sentiment_score":-0.09826815657709774},{"text":"I'm I'm I'm pretty sure it's prepaid.","start":317.70502,"end":321.405,"sentiment":"neutral","sentiment_score":-0.03131012671760151},{"text":"Let's have a look.","start":323.14502,"end":324.20502,"sentiment":"neutral","sentiment_score":0.0010153443436138332}],"sentiment":"neutral","sentiment_score":-0.11560982253092031,"channel":1,"num_words":45,"start":304.37,"end":324.20502},{"sentences":[{"text":"Let me just check your account.","start":326.135,"end":328.555,"sentiment":"neutral","sentiment_score":-0.001643345380822817},{"text":"Is it","start":329.255,"end":329.655,"sentiment":"neutral","sentiment_score":-0.014779241755604744}],"sentiment":"neutral","sentiment_score":-0.004927319474518298,"channel":0,"num_words":8,"start":326.135,"end":329.655},{"sentences":[{"text":"Mhmm.","start":329.545,"end":330.045,"sentiment":"neutral","sentiment_score":-0.044367123395204544}],"sentiment":"neutral","sentiment_score":-0.044367123395204544,"channel":1,"num_words":1,"start":329.545,"end":330.045},{"sentences":[{"text":"okay if I put you on hold?","start":329.655,"end":331.015,"sentiment":"neutral","sentiment_score":-0.0048676783751164165},{"text":"Let me just check your payment.","start":331.015,"end":333.035,"sentiment":"neutral","sentiment_score":0.0036453306674957275}],"sentiment":"neutral","sentiment_score":-0.0009385972785261961,"channel":0,"num_words":13,"start":329.655,"end":333.035},{"sentences":[{"text":"Yep.","start":332.67,"end":333.17,"sentiment":"neutral","sentiment_score":0.024311348795890808}],"sentiment":"neutral","sentiment_score":0.024311348795890808,"channel":1,"num_words":1,"start":332.67,"end":333.17},{"sentences":[{"text":"Mhmm.","start":333.18,"end":333.68,"sentiment":"neutral","sentiment_score":0.013554141856729984},{"text":"Okay.","start":339.35248,"end":339.85248,"sentiment":"neutral","sentiment_score":0.03229532390832901},{"text":"Hello, Lillian?","start":365.46002,"end":366.44,"sentiment":"neutral","sentiment_score":0.07267666980624199}],"sentiment":"neutral","sentiment_score":0.04780070134438574,"channel":0,"num_words":4,"start":333.18,"end":366.44},{"sentences":[{"text":"Yes.","start":367.35,"end":367.85,"sentiment":"neutral","sentiment_score":0.12479369342327118}],"sentiment":"neutral","sentiment_score":0.12479369342327118,"channel":1,"num_words":1,"start":367.35,"end":367.85},{"sentences":[{"text":"Yes.","start":368.42,"end":368.74002,"sentiment":"neutral","sentiment_score":0.21245957911014557},{"text":"Thank you for waiting.","start":368.74002,"end":369.86002,"sentiment":"positive","sentiment_score":0.49886227399110794},{"text":"So upon reviewing your account, your contract has ended.","start":369.86002,"end":375.905,"sentiment":"neutral","sentiment_score":0.19758418202400208},{"text":"It's already been proof fulfilled since last, month.","start":376.845,"end":380.705,"sentiment":"neutral","sentiment_score":0.30554800294339657},{"text":"So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue.","start":381.245,"end":391.80002,"sentiment":"neutral","sentiment_score":0.036861028987914324}],"sentiment":"neutral","sentiment_score":0.15902641375103724,"channel":0,"num_words":46,"start":368.42,"end":391.80002},{"sentences":[{"text":"So okay.","start":393.1,"end":394.46002,"sentiment":"neutral","sentiment_score":0.07843737304210663},{"text":"I'm just gonna check what have I paid for March?","start":394.46002,"end":397.68002,"sentiment":"neutral","sentiment_score":0.04111952669918537},{"text":"I'm just gonna check to see whether I paid for March.","start":401.48502,"end":404.465,"sentiment":"neutral","sentiment_score":0.01984619154510173}],"sentiment":"neutral","sentiment_score":0.03419035304661678,"channel":1,"num_words":23,"start":393.1,"end":404.465},{"sentences":[{"text":"Actually, I'm not sure about that.","start":406.025,"end":407.785,"sentiment":"neutral","sentiment_score":-0.07092304341495037},{"text":"Is it okay if I confirm that to our accounts department first?","start":407.785,"end":411.16498,"sentiment":"neutral","sentiment_score":0.0025505155014495053}],"sentiment":"neutral","sentiment_score":-0.02194067080401712,"channel":0,"num_words":18,"start":406.025,"end":411.16498},{"sentences":[{"text":"Yeah.","start":412.33002,"end":412.65002,"sentiment":"neutral","sentiment_score":-0.10126239061355592},{"text":"I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it.","start":412.65002,"end":430.07498,"sentiment":"negative","sentiment_score":-0.5248373021494668},{"text":"And the the download is so slow.","start":431.655,"end":434.935,"sentiment":"negative","sentiment_score":-0.6535678931644985},{"text":"It's supposed to be twenty five ten, and it's always, like, two or worse than two.","start":434.935,"end":441.41,"sentiment":"negative","sentiment_score":-0.5360586307942867},{"text":"So what what is that about?","start":441.87,"end":445.25,"sentiment":"neutral","sentiment_score":-0.21075299878915152}],"sentiment":"negative","sentiment_score":-0.510049045085907,"channel":1,"num_words":83,"start":412.33002,"end":445.25},{"sentences":[{"text":"I think that is also related to the KU IP, the mismatch of the 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resolution yet, but our back end team is still investigating it.","start":477.57,"end":486.235,"sentiment":"neutral","sentiment_score":-0.2628718932037768},{"text":"They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue.","start":487.335,"end":499.34998,"sentiment":"neutral","sentiment_score":-0.26211611732192663},{"text":"So as of the moment, this is still not resolved.","start":499.34998,"end":504.33,"sentiment":"neutral","sentiment_score":-0.3284700304269791}],"sentiment":"neutral","sentiment_score":-0.27427543832787443,"channel":0,"num_words":56,"start":477.57,"end":504.33},{"sentences":[{"text":"Have they given you a list of which providers they've spoken to?","start":505.47998,"end":509.09998,"sentiment":"neutral","sentiment_score":-0.15369542688131332},{"text":"Because at least then I know.","start":511.47998,"end":513.18,"sentiment":"neutral","sentiment_score":-0.17356635878483453},{"text":"I 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Lillian?","start":888.08,"end":888.98004,"sentiment":"neutral","sentiment_score":0.11392184346914291}],"sentiment":"neutral","sentiment_score":0.11392184346914291,"channel":0,"num_words":2,"start":888.08,"end":888.98004},{"sentences":[{"text":"Hi.","start":889.99,"end":890.49,"sentiment":"neutral","sentiment_score":0.07741300761699677}],"sentiment":"neutral","sentiment_score":0.07741300761699677,"channel":1,"num_words":1,"start":889.99,"end":890.49},{"sentences":[{"text":"Yes.","start":891.255,"end":891.655,"sentiment":"neutral","sentiment_score":0.09093303978443146},{"text":"So upon speaking with our accounts department yes.","start":891.655,"end":898.055,"sentiment":"neutral","sentiment_score":0.08090999443084002},{"text":"So for the month of March, you already settled the 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let let me try this.","start":936.65497,"end":939.8,"sentiment":"neutral","sentiment_score":-0.045941841478149094},{"text":"Okay.","start":940.01996,"end":940.51996,"sentiment":"neutral","sentiment_score":-0.004253435879945755}],"sentiment":"neutral","sentiment_score":-0.048821588046848774,"channel":1,"num_words":16,"start":932.255,"end":940.51996},{"sentences":[{"text":"I","start":940.44995,"end":940.69,"sentiment":"neutral","sentiment_score":-0.018745433539152145}],"sentiment":"neutral","sentiment_score":-0.018745433539152145,"channel":0,"num_words":1,"start":940.44995,"end":940.69},{"sentences":[{"text":"So","start":940.57996,"end":941.07996,"sentiment":"neutral","sentiment_score":-0.007847517728805542}],"sentiment":"neutral","sentiment_score":-0.007847517728805542,"channel":1,"num_words":1,"start":940.57996,"end":941.07996},{"sentences":[{"text":"can send you your username and password right now by 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working.","start":983.135,"end":989.075,"sentiment":"neutral","sentiment_score":-0.08820382532264505}],"sentiment":"neutral","sentiment_score":-0.08328810594975948,"channel":1,"num_words":15,"start":982.73505,"end":989.075},{"sentences":[{"text":"So the because the username is quite long.","start":990.36,"end":996.83997,"sentiment":"neutral","sentiment_score":-0.20529399439692497},{"text":"So There you go.","start":996.83997,"end":1006.765,"sentiment":"neutral","sentiment_score":-0.06638775113970041},{"text":"Have you received the SMS and the email?","start":1006.765,"end":1009.42505,"sentiment":"neutral","sentiment_score":-0.06108009209856391}],"sentiment":"neutral","sentiment_score":-0.11982718482613564,"channel":0,"num_words":20,"start":990.36,"end":1009.42505},{"sentences":[{"text":"I haven't received the email.","start":1010.445,"end":1012.305,"sentiment":"neutral","sentiment_score":-0.21931603848934172}],"sentiment":"neutral","sentiment_score":-0.21931603848934172,"channel":1,"num_words":5,"start":1010.445,"end":1012.305},{"sentences":[{"text":"Okay.","start":1013.645,"end":1014.145,"sentiment":"neutral","sentiment_score":-0.0427640825510025}],"sentiment":"neutral","sentiment_score":-0.0427640825510025,"channel":0,"num_words":1,"start":1013.645,"end":1014.145},{"sentences":[{"text":"Let's have a look here.","start":1014.525,"end":1015.805,"sentiment":"neutral","sentiment_score":-0.022469311952590942},{"text":"No.","start":1015.805,"end":1016.045,"sentiment":"negative","sentiment_score":-0.3602602481842041},{"text":"I haven't I haven't received either.","start":1016.045,"end":1017.745,"sentiment":"negative","sentiment_score":-0.40554098784923553},{"text":"Which is very unusual.","start":1025.1,"end":1028.0,"sentiment":"negative","sentiment_score":-0.5549363642930984},{"text":"No.","start":1029.1,"end":1029.34,"sentiment":"negative","sentiment_score":-0.36072802543640137}],"sentiment":"neutral","sentiment_score":-0.322725071626551,"channel":1,"num_words":17,"start":1014.525,"end":1029.34},{"sentences":[{"text":"I haven't received either.","start":1029.34,"end":1030.56,"sentiment":"negative","sentiment_score":-0.35663704201579094},{"text":"Let me just check settings.","start":1033.34,"end":1035.495,"sentiment":"neutral","sentiment_score":0.06294661611318589},{"text":"Wi Fi is on.","start":1036.915,"end":1038.135,"sentiment":"neutral","sentiment_score":0.12638985738158226},{"text":"Yeah.","start":1039.395,"end":1039.715,"sentiment":"neutral","sentiment_score":0.16818034648895264},{"text":"It's on my phone as well.","start":1039.715,"end":1041.415,"sentiment":"neutral","sentiment_score":0.15689386303226152}],"sentiment":"neutral","sentiment_score":0.025164393335580827,"channel":1,"num_words":20,"start":1029.34,"end":1041.415},{"sentences":[{"text":"Can you all kind check your email, please?","start":1051.3099,"end":1054.4509,"sentiment":"neutral","sentiment_score":0.0718352161347866}],"sentiment":"neutral","sentiment_score":0.0718352161347866,"channel":0,"num_words":8,"start":1051.3099,"end":1054.4509}]},"summary":{"result":"success","short":"A customer calls Airtel tech support to report ongoing internet connection issues and is frustrated with the service. The agent apologizes and offers to reset the router and give an estimated time for restoration. The customer is considering canceling service due to appalling service. The agent checks payment and informs the customer that their contract has already been fulfilled, they can cancel without fees if they cancel, and the customer is experiencing issues with their account and login information."},"intents":{"segments":[{"text":"I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes. Mhmm.","start_word":18,"end_word":39,"intents":[{"intent":"Fix internet connection issue","confidence_score":0.23051105}]},{"text":"Is it okay if I ask your name for me to check your account? Yes. Certainly.","start_word":156,"end_word":171,"intents":[{"intent":"Check account","confidence_score":0.26686385}]},{"text":"So, actually, upon coordinating with the back end team, they said that this is now resolved. But since you're still experiencing the issue, is it okay if we do a reset on the router?","start_word":177,"end_word":210,"intents":[{"intent":"Configure router","confidence_score":0.21642515}]},{"text":"So the service has been absolutely appalling, and it's really frustrating beyond now. And so I need some clarity. The the the answers I'm getting are not good enough. So Yeah.","start_word":359,"end_word":389,"intents":[{"intent":"Discuss issue","confidence_score":0.0094040595}]},{"text":"what do you propose to do? Otherwise, I'm gonna leave the service. Yeah.","start_word":390,"end_word":402,"intents":[{"intent":"Find solution","confidence_score":0.006144433}]},{"text":"Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet. We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time.","start_word":434,"end_word":477,"intents":[{"intent":"Investigate issue","confidence_score":0.01922813}]},{"text":"We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time.","start_word":451,"end_word":477,"intents":[{"intent":"Provide resolution time","confidence_score":0.0004667392}]},{"text":"Let me just check your account. Is it Mhmm.","start_word":635,"end_word":643,"intents":[{"intent":"Check account","confidence_score":0.2462471}]},{"text":"So upon reviewing your account, your contract has ended. It's already been proof fulfilled since last, month. So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue. So okay.","start_word":668,"end_word":710,"intents":[{"intent":"Review account","confidence_score":0.007980112}]},{"text":"I'm just gonna check what have I paid for March? I'm just gonna check to see whether I paid for March. Actually, I'm not sure about that. Is it okay if I confirm that to our accounts department first? Yeah.","start_word":711,"end_word":750,"intents":[{"intent":"Confirm payment","confidence_score":0.75402963}]},{"text":"I think that is also related to the KU IP, the mismatch of the databases. That's Right.","start_word":833,"end_word":849,"intents":[{"intent":"Fix ku ip","confidence_score":0.06247831}]},{"text":"As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it. They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue.","start_word":903,"end_word":948,"intents":[{"intent":"Investigate ip address issue","confidence_score":0.13383587}]},{"text":"Have they given you a list of which providers they've spoken to? Because at least then I know.","start_word":959,"end_word":976,"intents":[{"intent":"Give list of providers","confidence_score":0.0032751097}]},{"text":"And what's happening is I'm trying to log in on your site, but it's not accepting my login. So I I honestly don't know what's going on. Can you help me with that?","start_word":1099,"end_word":1131,"intents":[{"intent":"Request help with login","confidence_score":0.005079558}]},{"text":"Can you help me with that?","start_word":1126,"end_word":1131,"intents":[{"intent":"Request assistance with password","confidence_score":0.00002702881}]},{"text":"I can also send it to your email. Okay.","start_word":1255,"end_word":1263,"intents":[{"intent":"Check email","confidence_score":0.016813831}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.16806206107139587},{"text":"Good afternoon. This is Maureen from Airtel tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.40382763743400574},{"text":"Yeah. Hi. I've called several times over the last few weeks with regards to my Internet connection since the upgrade of the changes. Mhmm. And you told me last time that they were fixing with the each individual provider for the streaming that wasn't working. Mhmm.","start_word":16,"end_word":61,"sentiment":"neutral","sentiment_score":-0.16030839085578918},{"text":"So I've still got mine's still not working. Some of them are, but I still have Paramount Plus not working, and I still have 10 play not working. And in the on the weekend, there was and yesterday, there was an incredible amount of buffering on both my phone and on the television when I had Netflix going. So, yeah, I need to know exactly where you're at and what's what's going on and, like, exactly when it's gonna be fixed because this is, you know, two and a half weeks now.","start_word":62,"end_word":153,"sentiment":"negative","sentiment_score":-0.45403197407722473},{"text":"Mhmm. Okay. Is it okay if I ask your name for me to check your account? Yes. Certainly. It's Lillian Astori. Mhmm. Okay. So, actually, upon coordinating with the back end team, they said that this is now resolved. But since you're still experiencing the issue, is it okay if we do a reset on the router? Then We've done let's that. configure I've again. done this. Done it and done it. Did it yesterday again, cleared the cache. Yeah. Like, it it's there's obviously been changes because now I've got, you know, the the four of the other streaming services, Mhmm. but I still don't have Paramount or the 10. I I'm not subscribed to Stan or a couple of the others, so I don't know if they're mucking up or not. But yeah. So I'm going to change providers Mhmm.","start_word":154,"end_word":295,"sentiment":"neutral","sentiment_score":-0.10368350893259048},{"text":"if this can't be resolved in the next day because this is ridiculous over two and a half weeks.","start_word":296,"end_word":314,"sentiment":"negative","sentiment_score":-0.6958146095275879},{"text":"And then every time they were supposed to call me to tell me when it's gonna be resolved and when it is resolved and all that.","start_word":315,"end_word":340,"sentiment":"neutral","sentiment_score":-0.31237471103668213},{"text":"And they're saying that it's re you're saying it's resolved, and I know, well and truly, it's not. So the service has been absolutely appalling, and it's really frustrating beyond now. And so I need some clarity. The the the answers I'm getting are not good enough.","start_word":341,"end_word":387,"sentiment":"negative","sentiment_score":-0.662431538105011},{"text":"So Yeah. what do you propose to do? Otherwise, I'm gonna leave the service. Yeah. So, actually, upon checking, they still have other customer who is experiencing also that there's still some site and website and the Steve TV streaming channels that's still unable to access. Actually, as of the moment, we're still investigating the issue, and we're we're not sure also yet.","start_word":388,"end_word":450,"sentiment":"neutral","sentiment_score":-0.25020068883895874},{"text":"We can give you an estimated time for the restoration of this as we did not expect this also to happen for a long period of time. So, if ever you decide to, cancel the service, we cannot blame you for that. Really sorry for the inconvenience this is causing you.","start_word":451,"end_word":501,"sentiment":"negative","sentiment_score":-0.407349169254303},{"text":"So they can't are they saying that they can't fix it? Like, what's the what where did you get the information that they've resolved the issue? Actually Why why mhmm. This is from the engineering team of Airtel, but we did, raise the issue again because there's still some other customer, just, facing the issue still even, they mentioned that it's now resolved. So as of the moment, they're still investigating it. So I'm not sure.","start_word":502,"end_word":577,"sentiment":"neutral","sentiment_score":-0.2248278111219406},{"text":"I think they're also having a hard time So solving so this.","start_word":578,"end_word":589,"sentiment":"negative","sentiment_score":-0.34725674986839294},{"text":"what so what's the answer to this? Like, I'm I'm the customer that's going without. So are you do are you prepared to pay me for the month, like, of what I've missed out? I'm I'm I'm pretty sure it's prepaid. Let's have a look. Let me just check your account. Is it Mhmm. okay if I put you on hold? Let me just check your payment. Yep. Mhmm. Okay. Hello, Lillian? Yes. Yes.","start_word":590,"end_word":663,"sentiment":"neutral","sentiment_score":-0.06105473254983489},{"text":"Thank you for waiting.","start_word":664,"end_word":667,"sentiment":"positive","sentiment_score":0.4969783425331116},{"text":"So upon reviewing your account, your contract has ended. It's already been proof fulfilled since last, month. So if ever you decide to cancel the service today, we can proceed with the cancellation without fees since this is regarding the issue. So okay. I'm just gonna check what have I paid for March? I'm just gonna check to see whether I paid for March. Actually, I'm not sure about that. Is it okay if I confirm that to our accounts department first? Yeah.","start_word":668,"end_word":750,"sentiment":"neutral","sentiment_score":0.06545969843864441},{"text":"I'm do I wouldn't wanna cancel I'm not canceling straight away because I haven't set up with anybody else yet, but it's like I it it I'm so frustrated and confused, and you're not giving me an you know, like, a certainty that they can fix it or that they are fixing it. And the the download is so slow. It's supposed to be twenty five ten, and it's always, like, two or worse than two.","start_word":751,"end_word":826,"sentiment":"negative","sentiment_score":-0.5308318138122559},{"text":"So what what is that about? I think that is also related to the KU IP, the mismatch of the databases. That's Right. why, mhmm, that's why you are unable to access some website, and at the same time, you're having a slow Internet speed. Okay. But but Mhmm. they don't know how to they they can't. Do they know why, or can they tell you why or when? What Yeah. As of was mhmm. sorry? As of now, I cannot give you an estimated time for the resolution yet, but our back end team is still investigating it. They said that they already spoke with the TV streaming provider to unblock the IP address, but still some customer experiencing the issue. So as of the moment, this is still not resolved. Have they given you a list of which providers they've spoken to? Because at least then I know. I mean, that's the least that they should be telling us. Yeah. Actually, they did not provide us yet the list of the providers that they have spoke with, but they said that they're coordinating still regarding the issue. Okay. So there's nothing you can if you can find out from your end, have I paid for March yet? Is it okay if I put you on hold? I can confirm Yes. that one to our Yes. accounts That's okay. department right now. Okay. Hang on. Thank you. Hello, Lillian? Hi. Yes. So upon speaking with our accounts department yes. So for the month of March, you already settled the payment. Okay. So can I have March back to start with now? And what's happening is I'm trying to log in on your site, but it's not accepting my login.","start_word":827,"end_word":1116,"sentiment":"neutral","sentiment_score":-0.14655930361357228},{"text":"So I I honestly don't know what's going on.","start_word":1117,"end_word":1125,"sentiment":"negative","sentiment_score":-0.35066479444503784},{"text":"Can you help me with that? You mean I'll try your again. customer portal? Yeah. I'm just Mhmm. going in to see how and I also yeah. Like let let me try this. Okay. I So can send you your username and password right now by SMS. yeah. It won't be decided. Which is I think you did that the other day, and I'm using it, but it's not working. So can you are you able to read it out to me? Okay. Yeah. Sure. I'll just double It's check in again. okay. What's the login? Have you received the SMS message that I sent you Oh, I just think mine now? hang on. Hang on. Thank Hang on. you. Let me find it. No. I haven't yet. Yeah. I can also send it to your email. Okay. Send it to my email, and then we'll see what why it's not working. So the because the username is quite long. So There you go. Have you received the SMS and the email? I haven't received the email. Okay. Let's have a look here.","start_word":1126,"end_word":1308,"sentiment":"neutral","sentiment_score":-0.06786549836397171},{"text":"No. I haven't I haven't received either. Which is very unusual. No. I haven't received either.","start_word":1309,"end_word":1324,"sentiment":"negative","sentiment_score":-0.4033498466014862},{"text":"Let me just check settings. Wi Fi is on. Yeah. It's on my phone as well. Can you all kind check your email, please?","start_word":1325,"end_word":1348,"sentiment":"neutral","sentiment_score":0.11111336201429368}],"average":{"sentiment":"neutral","sentiment_score":-0.19672453227796052}}}}