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Hello. Good afternoon. This is Maureen from Airtel tech support. Just wanted to check-in if you're still experiencing the issue of no Internet.\n\nMhmm. Okay. I see. So what I'm going to ask you now is log in to the router's interface. I'll email you the instruction first to check maybe the PPPoE username and password has been reset resetted.\n\nSo we have to establish it again. That might be the reason why you don't have Internet access right now. Yeah. Mhmm. Let me check.\n\nUpon checking here, your outstanding bill has been settled, so there should be no issue with your accounts. Is that the password of your customer portal? Mhmm. Change it. Mhmm.\n\nMhmm. Okay. Mhmm. Thank you. So just to confirm, did he manage to change the Wi Fi password or still no?\n\nOkay. So what we're going to do is log in to the router's interface, like what he did when changing the password. And there's, like, section there where it says PPPoE settings. We just wanted to make sure that the username and password match what's in our system. That's different use credentials.\n\nMhmm. Yeah. So I'm going to send you an email. And if you run into any issues, just give us a callback then. Okay.\n\nBye for now. 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Lily speaking. Yes. Yeah. I only I only just plugged it back in about five minutes ago, but the light is still red on the router. Mhmm. Okay. My partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue? No. It's not about the bill. It's about he changed the password, and then I think he managed to change the, like, password on your guys' end as well. And then he had to call and, like, fix it. I just wondered if there was any any record of that and if that had caused any issues. Maybe that's why. No. So he I don't know what happened, but he was trying to change the password to the actual Wi Fi itself. And he managed to change, like, some other pass password that you guys monitor. And and so you weren't able to access it in your end, and they had to fix it. I just know that he had quite a long call with tech last week to fix that problem. Yeah. Yeah. He did. He did. Mhmm. Mhmm. Yeah. Okay. Okay. Thank you. 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Lily speaking. Yes. Yeah. I only I only just plugged it back in about five minutes ago, but the light is still red on the router.\n\nMhmm. Okay. My partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue? No.\n\nIt's not about the bill. It's about he changed the password, and then I think he managed to change the, like, password on your guys' end as well. And then he had to call and, like, fix it. I just wondered if there was any any record of that and if that had caused any issues. Maybe that's why.\n\nNo. So he I don't know what happened, but he was trying to change the password to the actual Wi Fi itself. And he managed to change, like, some other pass password that you guys monitor. And and so you weren't able to access it in your end, and they had to fix it. I just know that he had quite a long call with tech last week to fix that problem.\n\nYeah. Yeah. He did. He did. Mhmm.\n\nMhmm. Yeah. Okay. Okay. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.5999999,"sentiment":"neutral","sentiment_score":0.06038935109972954},{"text":"Lily speaking.","start":1.5999999,"end":2.42,"sentiment":"neutral","sentiment_score":0.08696148544549942},{"text":"Yes.","start":9.76,"end":10.26,"sentiment":"neutral","sentiment_score":0.11035586893558502},{"text":"Yeah.","start":14.855,"end":15.255,"sentiment":"neutral","sentiment_score":-0.09003357589244843},{"text":"I only I only just plugged it back in about five minutes ago, but the light is still red on the 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Lily speaking.\n\nChannel 0: Yes. Hello. Good afternoon. This is Maureen from Airtel tech support.\n\nChannel 1: Yes.\n\nChannel 0: Just wanted to check-in if you're still experiencing the issue of no\n\nChannel 1: Yeah.\n\nChannel 0: Internet.\n\nChannel 1: I only I only just plugged it back in about five minutes ago, but the light is still red on the router.\n\nChannel 0: Mhmm. Okay. I see. So what I'm going to ask you now is log in to the router's interface. I'll email you the instruction first to check maybe the PPPoE username and password has been reset resetted.\n\nChannel 1: Mhmm.\n\nChannel 0: So we have to establish it again. That might be the reason why you don't have Internet access right now.\n\nChannel 1: Okay.\n\nChannel 0: Yeah.\n\nChannel 1: My\n\nChannel 0: Mhmm.\n\nChannel 1: partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue?\n\nChannel 0: Let me check. Upon checking here, your outstanding bill has been settled, so there should be no issue with your accounts.\n\nChannel 1: No. It's not about the bill. It's about he changed the password, and then I think he managed to change the, like, password on your guys' end as well. And then he had to call and, like, fix it. I just wondered if there was any any record of that and if that had caused any issues.\n\nMaybe that's\n\nChannel 0: Is that the password of your\n\nChannel 1: why.\n\nChannel 0: customer portal?\n\nChannel 1: No. So he I don't know what happened, but he was trying to change the password to the actual Wi Fi itself.\n\nChannel 0: Mhmm.\n\nChannel 1: And he managed to change, like,\n\nChannel 0: Change\n\nChannel 1: some\n\nChannel 0: it.\n\nChannel 1: other pass password that you guys monitor.\n\nChannel 0: Mhmm.\n\nChannel 1: And and so you weren't able to access it in your end, and they had to fix it. I just know that he had quite a long call with tech last week to fix\n\nChannel 0: Mhmm.\n\nChannel 1: that\n\nChannel 0: Okay.\n\nChannel 1: problem.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Thank you. So just to confirm, did he manage to change the Wi Fi password or still no?\n\nChannel 1: Yeah. He did. He did.\n\nChannel 0: Okay. So what we're going to do is log in to the router's interface, like what he did when changing\n\nChannel 1: Mhmm.\n\nChannel 0: the password. And there's, like, section there where it says PPPoE settings.\n\nChannel 1: Mhmm.\n\nChannel 0: We just wanted to make sure that the username and password match what's in our system. That's\n\nChannel 1: Yeah.\n\nChannel 0: different use credentials.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm. Yeah. So I'm going to send you an email. And if you run into any issues, just give us a callback then.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Okay. Bye for now.\n\nChannel 1: Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.5999999,"sentiment":"neutral","sentiment_score":0.06038935109972954},{"text":"Lily speaking.","start":1.5999999,"end":2.42,"sentiment":"neutral","sentiment_score":0.08696148544549942}],"sentiment":"neutral","sentiment_score":0.0781041073302428,"channel":1,"num_words":3,"start":1.1999999,"end":2.42},{"sentences":[{"text":"Yes.","start":4.08,"end":4.3199997,"sentiment":"neutral","sentiment_score":0.15429997444152832},{"text":"Hello.","start":4.3199997,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.1873409599065781},{"text":"Good afternoon.","start":5.04,"end":5.8599997,"sentiment":"positive","sentiment_score":0.4100448042154312},{"text":"This is Maureen from Airtel tech 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then.","start":194.12694,"end":197.66693,"sentiment":"neutral","sentiment_score":0.03990111929865984}],"sentiment":"neutral","sentiment_score":0.05629284874252651,"channel":0,"num_words":23,"start":190.035,"end":197.66693},{"sentences":[{"text":"Okay.","start":198.16,"end":198.56,"sentiment":"neutral","sentiment_score":0.19430440664291385},{"text":"Thank you.","start":198.56,"end":199.37999,"sentiment":"positive","sentiment_score":0.381948322057724}],"sentiment":"neutral","sentiment_score":0.3194003502527873,"channel":1,"num_words":3,"start":198.16,"end":199.37999},{"sentences":[{"text":"Okay.","start":199.80693,"end":200.30693,"sentiment":"neutral","sentiment_score":0.19524627923965457},{"text":"Bye for now.","start":200.36693,"end":201.34694,"sentiment":"neutral","sentiment_score":0.19519688685735068}],"sentiment":"neutral","sentiment_score":0.19520923495292664,"channel":0,"num_words":4,"start":199.80693,"end":201.34694},{"sentences":[{"text":"Bye.","start":201.76,"end":202.26,"sentiment":"neutral","sentiment_score":0.08907534182071686}],"sentiment":"neutral","sentiment_score":0.08907534182071686,"channel":1,"num_words":1,"start":201.76,"end":202.26},{"sentences":[{"text":"Bye.","start":202.60693,"end":203.10693,"sentiment":"neutral","sentiment_score":-0.08426792174577713}],"sentiment":"neutral","sentiment_score":-0.08426792174577713,"channel":0,"num_words":1,"start":202.60693,"end":203.10693}]},"summary":{"result":"success","short":"A representative from Airtel tech support calls a customer to check if they are still experiencing issues with their internet connection. The representative asks the customer to log in to the router's interface and reset the PPamsE username and password. The customer explains that they were unable to access the internet due to a password change and the representative suggests checking the settings and calls back if there are further issues."},"intents":{"segments":[{"text":"Just wanted to check-in if you're still experiencing the issue of no Yeah. Internet.","start_word":15,"end_word":28,"intents":[{"intent":"Check-in","confidence_score":0.35682672}]},{"text":"So what I'm going to ask you now is log in to the router's interface. I'll email you the instruction first to check maybe the PPPoE username and password has been reset resetted. Mhmm.","start_word":55,"end_word":88,"intents":[{"intent":"Reset password","confidence_score":0.5042645}]},{"text":"My Mhmm. partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue? Let me check.","start_word":111,"end_word":143,"intents":[{"intent":"Identify account cause","confidence_score":0.0024091413}]},{"text":"partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue? Let me check.","start_word":113,"end_word":143,"intents":[{"intent":"Report previous interaction","confidence_score":0.0002984987}]},{"text":"Upon checking here, your outstanding bill has been settled, so there should be no issue with your accounts. No.","start_word":144,"end_word":162,"intents":[{"intent":"Confirm account change","confidence_score":0.00042461744}]},{"text":"I just wondered if there was any any record of that and if that had caused any issues.","start_word":201,"end_word":218,"intents":[{"intent":"Discuss account record","confidence_score":0.000027237438}]},{"text":"So he I don't know what happened, but he was trying to change the password to the actual Wi Fi itself.","start_word":231,"end_word":251,"intents":[{"intent":"Change password","confidence_score":0.47868446}]},{"text":"So what we're going to do is log in to the router's interface, like what he did when changing Mhmm. the password. And there's, like, section there where it says PPPoE settings. Mhmm.","start_word":334,"end_word":366,"intents":[{"intent":"Access router's interface","confidence_score":0.33410898}]},{"text":"We just wanted to make sure that the username and password match what's in our system. That's Yeah.","start_word":367,"end_word":384,"intents":[{"intent":"Inquire about user login","confidence_score":5.618323e-7}]},{"text":"So I'm going to send you an email. And if you run into any issues, just give us a callback then. Okay.","start_word":391,"end_word":412,"intents":[{"intent":"Send email","confidence_score":0.38133454}]}]},"sentiments":{"segments":[{"text":"Hello. Lily speaking. Yes. Hello.","start_word":0,"end_word":4,"sentiment":"neutral","sentiment_score":0.11519064754247664},{"text":"Good afternoon.","start_word":5,"end_word":6,"sentiment":"positive","sentiment_score":0.39419442415237427},{"text":"This is Maureen from Airtel tech support. Yes. Just wanted to check-in if you're still experiencing the issue of no Yeah. Internet. I only I only just plugged it back in about five minutes ago, but the light is still red on the router. Mhmm. Okay. I see. So what I'm going to ask you now is log in to the router's interface. I'll email you the instruction first to check maybe the PPPoE username and password has been reset resetted. Mhmm. So we have to establish it again. That might be the reason why you don't have Internet access right now. Okay. Yeah. My Mhmm. partner had a very long call last week about changing the password and stuff. Is there any reason on the account why that might have caused an issue? Let me check. Upon checking here, your outstanding bill has been settled, so there should be no issue with your accounts. No. It's not about the bill. It's about he changed the password, and then I think he managed to change the, like, password on your guys' end as well. And then he had to call and, like, fix it.","start_word":7,"end_word":200,"sentiment":"neutral","sentiment_score":-0.10912947356700896},{"text":"I just wondered if there was any any record of that and if that had caused any issues.","start_word":201,"end_word":218,"sentiment":"negative","sentiment_score":-0.3548179566860199},{"text":"Maybe that's Is that the password of your why. customer portal? No. So he I don't know what happened, but he was trying to change the password to the actual Wi Fi itself. Mhmm. And he managed to change, like, Change some it. other pass password that you guys monitor. Mhmm. And and so you weren't able to access it in your end, and they had to fix it. I just know that he had quite a long call with tech last week to fix Mhmm. that Okay. problem. Mhmm. Yeah. Thank you. So just to confirm, did he manage to change the Wi Fi password or still no? Yeah. He did. He did. Okay. So what we're going to do is log in to the router's interface, like what he did when changing Mhmm. the password. And there's, like, section there where it says PPPoE settings. Mhmm. We just wanted to make sure that the username and password match what's in our system. That's Yeah. different use credentials. Okay. Mhmm. Yeah. So I'm going to send you an email. And if you run into any issues, just give us a callback then. Okay.","start_word":219,"end_word":412,"sentiment":"neutral","sentiment_score":-0.050087302923202515},{"text":"Thank you.","start_word":413,"end_word":414,"sentiment":"positive","sentiment_score":0.36682629585266113},{"text":"Okay. Bye for now. Bye. Bye.","start_word":415,"end_word":420,"sentiment":"neutral","sentiment_score":0.1754189282655716}],"average":{"sentiment":"neutral","sentiment_score":-0.07472877948232405}}}}