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Okay. So you're saying that your Instagram is having issues? When did this start to happen? Last week. Mhmm. But now you're just talking about what is it? Instagram. Yeah? Okay. Just bear with me for a second. Yeah. But TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it. Yeah. I know. It's crazy. And I think a lot of these other compliances is what's making a lot of the NBN or home Internet a little bit difficult, whereas your mobile network is a completely different network altogether. Works in a different way. Anyway, works in a different way because it's got less security barriers on it. Anyway, look. What I'm gonna do this is what I'm gonna do. I did this with another customer, and it worked good. I'm gonna reset all your hang on a sec. Let me just try something here. First. Okay. Alright. Yeah. Yep. Okay. I'm gonna set reset everything for you from now end. Once I do that, what I need you to do on the on the wall, do you have a white box or a black box? Black box. Okay. I'll double check. I'll double check that for you now anyway. Now I'm talking about the box on the wall, not not the router, the box on the wall. Okay. Okay. Alright. So that's it then. That's it then. Okay. Alright. What I need you to do, can you you got your your modem router, and you got the box on the wall. Right? Now at the back of the router, you got all the cables that plug into the router. Right? And you got the one that provides the power power supply. I need you to pull that can you pull that out so there's no power going to the router, please? The modem. The modem, it's no longer called the modem because everything it's a router now. And it's a Wi Fi six. A Wi Fi six are no they're no longer called modems. They're called routers. You pulled out the power? Okay. Let me just check. Alright. On the box on the wall, that's the NTD box, which is a network terminal device. That's the one on the wall. There's also a power supply there. Can you pull that out from the box? Not from the wall. It's gotta be from the box. Otherwise, it's not gonna work properly. And you did that also on the modem router? Because I can still see you online. Okay. Now you're offline. Alright. So that's offline. You should have no Internet now. Okay. Now your address is unit one 2045 Mahogany Avenue, yeah, New South Wales? Yes. It's definitely a black box on the wall. Okay. Now what's your mobile number? Let me just double check. What is your mobile number? Because here it's coming up anonymous. 041233 Unknown caller. 8 832. That's calling. Yeah? Alright. I'll call you back in twenty minutes. Alright? Thank you. 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Airtel? Yes. Hello? Okay.\n\nHang on a sec. Can I have the first name of the account holder, please? J a n, was it? I I n. Okay.\n\nI got two Jin. Which one? Jin Fan or Jin Yi Chen? Okay. Okay.\n\nSo you're saying that your Instagram is having issues? When did this start to happen? Last week. Mhmm. But now you're just talking about what is it?\n\nInstagram. Yeah? Okay. Just bear with me for a second. Yeah.\n\nBut TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it. Yeah. I know. It's crazy. And I think a lot of these other compliances is what's making a lot of the NBN or home Internet a little bit difficult, whereas your mobile network is a completely different network altogether.\n\nWorks in a different way. Anyway, works in a different way because it's got less security barriers on it. Anyway, look. What I'm gonna do this is what I'm gonna do. I did this with another customer, and it worked good.\n\nI'm gonna reset all your hang on a sec. Let me just try something here. First. Okay. Alright.\n\nYeah. Yep. Okay. I'm gonna set reset everything for you from now end. Once I do that, what I need you to do on the on the wall, do you have a white box or a black box?\n\nBlack box. Okay. I'll double check. I'll double check that for you now anyway. Now I'm talking about the box on the wall, not not the router, the box on the wall.\n\nOkay. Okay. Alright. So that's it then. That's it then.\n\nOkay. Alright. What I need you to do, can you you got your your modem router, and you got the box on the wall. Right? Now at the back of the router, you got all the cables that plug into the router.\n\nRight? And you got the one that provides the power power supply. I need you to pull that can you pull that out so there's no power going to the router, please? The modem. The modem, it's no longer called the modem because everything it's a router now.\n\nAnd it's a Wi Fi six. A Wi Fi six are no they're no longer called modems. They're called routers. You pulled out the power? Okay.\n\nLet me just check. Alright. On the box on the wall, that's the NTD box, which is a network terminal device. That's the one on the wall. There's also a power supply there.\n\nCan you pull that out from the box? Not from the wall. It's gotta be from the box. Otherwise, it's not gonna work properly. And you did that also on the modem router?\n\nBecause I can still see you online. Okay. Now you're offline. Alright. So that's offline.\n\nYou should have no Internet now. Okay. Now your address is unit one 2045 Mahogany Avenue, yeah, New South Wales? Yes. It's definitely a black box on the wall.\n\nOkay. Now what's your mobile number? Let me just double check. What is your mobile number? Because here it's coming up anonymous.\n\n041233 Unknown caller. 8 832. That's calling. Yeah? Alright.\n\nI'll call you back in twenty minutes. Alright? Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.56,"end":1.12,"sentiment":"positive","sentiment_score":0.36532706022262573},{"text":"Airtel?","start":1.12,"end":1.62,"sentiment":"neutral","sentiment_score":0.19028028845787048},{"text":"Yes.","start":3.9199998,"end":4.16,"sentiment":"neutral","sentiment_score":0.060403209179639816},{"text":"Hello?","start":4.16,"end":4.66,"sentiment":"neutral","sentiment_score":0.03177269175648689},{"text":"Okay.","start":29.7,"end":30.2,"sentiment":"neutral","sentiment_score":-0.03236519545316696}],"sentiment":"neutral","sentiment_score":0.16345751906434694,"num_words":6,"start":0.56,"end":30.2},{"sentences":[{"text":"Hang on a sec.","start":30.26,"end":31.320002,"sentiment":"neutral","sentiment_score":-0.03129056515172124},{"text":"Can I have the first name of the account holder, please?","start":34.100002,"end":38.68,"sentiment":"neutral","sentiment_score":-0.005751103639010002},{"text":"J a n, was it?","start":43.795,"end":45.414997,"sentiment":"neutral","sentiment_score":-0.008952784910798072},{"text":"I I n.","start":47.074997,"end":47.894997,"sentiment":"neutral","sentiment_score":-0.012306028666595617},{"text":"Okay.","start":49.235,"end":49.735,"sentiment":"neutral","sentiment_score":0.001819315366446972}],"sentiment":"neutral","sentiment_score":-0.01117862899263855,"num_words":24,"start":30.26,"end":49.735},{"sentences":[{"text":"I got two Jin.","start":53.93,"end":55.05,"sentiment":"neutral","sentiment_score":0.0002915369113907218},{"text":"Which one?","start":55.05,"end":55.45,"sentiment":"neutral","sentiment_score":0.004068278940394521},{"text":"Jin Fan or Jin Yi Chen?","start":55.45,"end":57.15,"sentiment":"neutral","sentiment_score":-0.002508089023952683},{"text":"Okay.","start":58.65,"end":59.15,"sentiment":"neutral","sentiment_score":-0.015212930738925934},{"text":"Okay.","start":74.935005,"end":75.33501,"sentiment":"neutral","sentiment_score":-0.024784106761217117}],"sentiment":"neutral","sentiment_score":-0.0032673475798219442,"num_words":14,"start":53.93,"end":75.33501},{"sentences":[{"text":"So you're saying that your Instagram is having issues?","start":75.33501,"end":79.435005,"sentiment":"neutral","sentiment_score":-0.08707558529244529},{"text":"When did this start to happen?","start":86.630005,"end":88.090004,"sentiment":"neutral","sentiment_score":-0.18782849113146463},{"text":"Last week.","start":91.670006,"end":92.73,"sentiment":"neutral","sentiment_score":-0.12067130953073502},{"text":"Mhmm.","start":111.329994,"end":111.829994,"sentiment":"neutral","sentiment_score":-0.07287335395812988},{"text":"But now you're just talking about what is it?","start":112.85,"end":114.93,"sentiment":"neutral","sentiment_score":-0.05205364111397001}],"sentiment":"neutral","sentiment_score":-0.09975370212837502,"num_words":27,"start":75.33501,"end":114.93},{"sentences":[{"text":"Instagram.","start":114.93,"end":115.409996,"sentiment":"neutral","sentiment_score":-0.036462124437093735},{"text":"Yeah?","start":115.409996,"end":115.909996,"sentiment":"neutral","sentiment_score":-0.013186564669013023},{"text":"Okay.","start":117.57,"end":118.049995,"sentiment":"neutral","sentiment_score":-0.011006064713001251},{"text":"Just bear with me for a second.","start":118.049995,"end":119.83,"sentiment":"neutral","sentiment_score":-0.03713001204388482},{"text":"Yeah.","start":125.625,"end":125.945,"sentiment":"neutral","sentiment_score":-0.07784875482320786}],"sentiment":"neutral","sentiment_score":-0.03621941754086451,"num_words":11,"start":114.93,"end":125.945},{"sentences":[{"text":"But TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it.","start":125.945,"end":135.085,"sentiment":"negative","sentiment_score":-0.3998499553779076},{"text":"Yeah.","start":136.62001,"end":136.86,"sentiment":"neutral","sentiment_score":-0.15099158883094788},{"text":"I know.","start":136.86,"end":137.26001,"sentiment":"neutral","sentiment_score":-0.19011536240577698},{"text":"It's crazy.","start":137.26001,"end":138.0,"sentiment":"neutral","sentiment_score":-0.25619150698184967},{"text":"And I think a lot of these other compliances is what's making a lot of the NBN or home Internet a little bit difficult, whereas your mobile network is a completely different network altogether.","start":139.1,"end":152.455,"sentiment":"neutral","sentiment_score":-0.31133754880112763}],"sentiment":"negative","sentiment_score":-0.34154015724711556,"num_words":68,"start":125.945,"end":152.455},{"sentences":[{"text":"Works in a different way.","start":152.515,"end":153.815,"sentiment":"neutral","sentiment_score":-0.0511629045009613},{"text":"Anyway, works in a different way because it's got less security barriers on it.","start":156.115,"end":160.375,"sentiment":"neutral","sentiment_score":-0.03554087025778634},{"text":"Anyway, look.","start":160.92,"end":161.48,"sentiment":"neutral","sentiment_score":0.04265507962554693},{"text":"What I'm gonna do this is what I'm gonna do.","start":161.48,"end":163.4,"sentiment":"neutral","sentiment_score":0.19903080016374589},{"text":"I did this with another customer, and it worked good.","start":163.4,"end":166.06,"sentiment":"positive","sentiment_score":0.5428707867860794}],"sentiment":"neutral","sentiment_score":0.1646570566496471,"num_words":41,"start":152.515,"end":166.06},{"sentences":[{"text":"I'm gonna reset all your hang on a sec.","start":169.23999,"end":172.59999,"sentiment":"neutral","sentiment_score":0.02206003728012244},{"text":"Let me just try something here.","start":172.59999,"end":174.85999,"sentiment":"neutral","sentiment_score":0.036491487796107926},{"text":"First.","start":188.615,"end":189.115,"sentiment":"neutral","sentiment_score":0.04238197207450867},{"text":"Okay.","start":193.95,"end":194.45,"sentiment":"neutral","sentiment_score":0.06892752647399902},{"text":"Alright.","start":209.705,"end":210.185,"sentiment":"neutral","sentiment_score":0.09785635769367218}],"sentiment":"neutral","sentiment_score":0.0348141732522183,"num_words":18,"start":169.23999,"end":210.185},{"sentences":[{"text":"Yeah.","start":210.185,"end":210.585,"sentiment":"neutral","sentiment_score":0.10865235328674316},{"text":"Yep.","start":210.585,"end":211.085,"sentiment":"neutral","sentiment_score":0.12977270781993866},{"text":"Okay.","start":211.225,"end":211.725,"sentiment":"neutral","sentiment_score":0.13632771372795105},{"text":"I'm gonna set reset everything for you from now end.","start":214.185,"end":217.485,"sentiment":"neutral","sentiment_score":0.11320452094078064},{"text":"Once I do that, what I need you to do on the on the wall, do you have a white box or a black box?","start":221.14,"end":228.36,"sentiment":"neutral","sentiment_score":0.016030911318957806}],"sentiment":"neutral","sentiment_score":0.05019923071622064,"num_words":38,"start":210.185,"end":228.36},{"sentences":[{"text":"Black box.","start":231.7,"end":232.34,"sentiment":"neutral","sentiment_score":-0.01954032853245735},{"text":"Okay.","start":232.34,"end":232.84,"sentiment":"neutral","sentiment_score":0.011996405199170113},{"text":"I'll double check.","start":235.55501,"end":236.615,"sentiment":"neutral","sentiment_score":0.0080613416309158},{"text":"I'll double check that for you now anyway.","start":237.635,"end":240.035,"sentiment":"neutral","sentiment_score":0.032227192306891084},{"text":"Now I'm talking about the box on the wall, not not the router, the box on the wall.","start":240.035,"end":243.895,"sentiment":"neutral","sentiment_score":-0.018824200559821393}],"sentiment":"neutral","sentiment_score":-0.002622446831082925,"num_words":32,"start":231.7,"end":243.895},{"sentences":[{"text":"Okay.","start":258.27,"end":258.77,"sentiment":"neutral","sentiment_score":-0.0009219720959663392},{"text":"Okay.","start":260.19,"end":260.69,"sentiment":"neutral","sentiment_score":0.013816094025969504},{"text":"Alright.","start":283.04,"end":283.44,"sentiment":"neutral","sentiment_score":0.044165872037410736},{"text":"So that's it then.","start":283.44,"end":284.48,"sentiment":"neutral","sentiment_score":0.03982266690582037},{"text":"That's it then.","start":284.48,"end":285.46002,"sentiment":"neutral","sentiment_score":0.03509348755081495}],"sentiment":"neutral","sentiment_score":0.03216311242431402,"num_words":10,"start":258.27,"end":285.46002},{"sentences":[{"text":"Okay.","start":287.84,"end":288.255,"sentiment":"neutral","sentiment_score":0.06746859848499298},{"text":"Alright.","start":289.45502,"end":289.775,"sentiment":"neutral","sentiment_score":0.08530853688716888},{"text":"What I need you to do, can you you got your your modem router, and you got the box on the wall.","start":289.775,"end":297.935,"sentiment":"neutral","sentiment_score":0.05008502465418794},{"text":"Right?","start":297.935,"end":298.435,"sentiment":"neutral","sentiment_score":0.037281665951013565},{"text":"Now at the back of the router, you got all the cables that plug into the router.","start":300.015,"end":304.7,"sentiment":"neutral","sentiment_score":0.03756936025970122}],"sentiment":"neutral","sentiment_score":0.04596686828881502,"num_words":42,"start":287.84,"end":304.7},{"sentences":[{"text":"Right?","start":304.7,"end":305.02002,"sentiment":"neutral","sentiment_score":0.043106578290462494},{"text":"And you got the one that provides the power power supply.","start":305.02002,"end":309.44,"sentiment":"neutral","sentiment_score":0.04322732155295936},{"text":"I need you to pull that can you pull that out so there's no power going to the router, please?","start":310.22,"end":315.76,"sentiment":"neutral","sentiment_score":-0.010258015838917344},{"text":"The modem.","start":319.85498,"end":320.57498,"sentiment":"neutral","sentiment_score":-0.06118548661470413},{"text":"The modem, it's no longer called the modem because everything it's a router now.","start":320.57498,"end":324.91498,"sentiment":"neutral","sentiment_score":-0.12408006617001124}],"sentiment":"neutral","sentiment_score":-0.03220927293781036,"num_words":48,"start":304.7,"end":324.91498},{"sentences":[{"text":"And it's a Wi Fi six.","start":326.495,"end":328.01498,"sentiment":"neutral","sentiment_score":0.005557485468064745},{"text":"A Wi Fi six are no they're no longer called modems.","start":328.01498,"end":330.57498,"sentiment":"neutral","sentiment_score":-0.056080381978641854},{"text":"They're called routers.","start":330.57498,"end":331.555,"sentiment":"neutral","sentiment_score":-0.013382363754014174},{"text":"You pulled out the power?","start":334.28,"end":335.58,"sentiment":"neutral","sentiment_score":0.018850543722510337},{"text":"Okay.","start":337.0,"end":337.4,"sentiment":"neutral","sentiment_score":0.03060891479253769}],"sentiment":"neutral","sentiment_score":-0.019185567185139425,"num_words":26,"start":326.495,"end":337.4},{"sentences":[{"text":"Let me just check.","start":337.4,"end":338.46,"sentiment":"neutral","sentiment_score":0.03140275925397873},{"text":"Alright.","start":350.755,"end":351.075,"sentiment":"neutral","sentiment_score":0.049266934394836426},{"text":"On the box on the wall, that's the NTD box, which is a network terminal device.","start":351.075,"end":357.23502,"sentiment":"neutral","sentiment_score":0.03345434053335339},{"text":"That's the one on the wall.","start":357.23502,"end":358.56,"sentiment":"neutral","sentiment_score":0.041172425573070846},{"text":"There's also a power supply there.","start":358.63998,"end":360.56,"sentiment":"neutral","sentiment_score":0.03542967326939106}],"sentiment":"neutral","sentiment_score":0.03544727312118718,"num_words":33,"start":337.4,"end":360.56},{"sentences":[{"text":"Can you pull that out from the box?","start":360.56,"end":362.5,"sentiment":"neutral","sentiment_score":0.012623174348846078},{"text":"Not from the wall.","start":362.56,"end":363.62,"sentiment":"neutral","sentiment_score":-0.19578148238360882},{"text":"It's gotta be from the box.","start":363.91998,"end":365.04,"sentiment":"neutral","sentiment_score":-0.2350576470295588},{"text":"Otherwise, it's not gonna work properly.","start":365.04,"end":366.74,"sentiment":"neutral","sentiment_score":-0.3158876324693362},{"text":"And you did that also on the modem router?","start":374.485,"end":377.065,"sentiment":"neutral","sentiment_score":0.024474948230716918}],"sentiment":"neutral","sentiment_score":-0.1141678084139571,"num_words":33,"start":360.56,"end":377.065},{"sentences":[{"text":"Because I can still see you online.","start":378.485,"end":380.185,"sentiment":"neutral","sentiment_score":0.054340481758117676},{"text":"Okay.","start":387.41,"end":387.81,"sentiment":"neutral","sentiment_score":-0.05383634567260742},{"text":"Now you're offline.","start":387.81,"end":388.71,"sentiment":"neutral","sentiment_score":-0.06878272195657094},{"text":"Alright.","start":389.57,"end":390.07,"sentiment":"neutral","sentiment_score":-0.005092940293252468},{"text":"So that's offline.","start":390.13,"end":391.41,"sentiment":"neutral","sentiment_score":-0.03439338877797127}],"sentiment":"neutral","sentiment_score":0.0007950502758224805,"num_words":15,"start":378.485,"end":391.41},{"sentences":[{"text":"You should have no Internet now.","start":391.41,"end":393.35,"sentiment":"neutral","sentiment_score":-0.19934387256701788},{"text":"Okay.","start":400.21,"end":400.71,"sentiment":"neutral","sentiment_score":-0.04862797260284424},{"text":"Now your address is unit one 2045 Mahogany Avenue, yeah, New South Wales?","start":401.60498,"end":410.82498,"sentiment":"neutral","sentiment_score":-0.021955240374574296},{"text":"Yes.","start":426.66998,"end":427.16998,"sentiment":"neutral","sentiment_score":-0.029747573658823967},{"text":"It's definitely a black box on the wall.","start":428.35,"end":430.53,"sentiment":"neutral","sentiment_score":-0.16789141483604908}],"sentiment":"neutral","sentiment_score":-0.10010304224902186,"num_words":29,"start":391.41,"end":430.53},{"sentences":[{"text":"Okay.","start":439.255,"end":439.755,"sentiment":"neutral","sentiment_score":-0.02700464054942131},{"text":"Now what's your mobile number?","start":441.015,"end":444.61502,"sentiment":"neutral","sentiment_score":-0.016606104001402854},{"text":"Let me just double check.","start":444.61502,"end":445.83,"sentiment":"neutral","sentiment_score":-0.0030967358499765394},{"text":"What is your mobile number?","start":445.83,"end":446.87,"sentiment":"neutral","sentiment_score":-0.014104943722486496},{"text":"Because here it's coming up anonymous.","start":446.87,"end":448.33,"sentiment":"neutral","sentiment_score":-0.04193901022275289}],"sentiment":"neutral","sentiment_score":-0.02034898271614855,"num_words":22,"start":439.255,"end":448.33},{"sentences":[{"text":"041233 Unknown caller.","start":454.07,"end":459.83,"sentiment":"neutral","sentiment_score":-0.0713195912539959},{"text":"8 832.","start":460.08,"end":463.95502,"sentiment":"neutral","sentiment_score":-0.017296242993324995},{"text":"That's calling.","start":475.02893,"end":476.00894,"sentiment":"neutral","sentiment_score":-0.02635214407928288},{"text":"Yeah?","start":477.42892,"end":477.92892,"sentiment":"neutral","sentiment_score":0.020363682880997654},{"text":"Alright.","start":479.02893,"end":479.42892,"sentiment":"neutral","sentiment_score":0.03552594408392906}],"sentiment":"neutral","sentiment_score":-0.027262880104697414,"num_words":9,"start":454.07,"end":479.42892},{"sentences":[{"text":"I'll call you back in twenty minutes.","start":479.42892,"end":480.78894,"sentiment":"neutral","sentiment_score":0.1338372134736606},{"text":"Alright?","start":480.78894,"end":481.28894,"sentiment":"neutral","sentiment_score":0.07603180408477783},{"text":"Thank you.","start":482.30893,"end":482.94894,"sentiment":"positive","sentiment_score":0.5631251037120819},{"text":"Bye.","start":482.94894,"end":483.44894,"sentiment":"neutral","sentiment_score":-0.10026928037405014}],"sentiment":"neutral","sentiment_score":0.18535211140459235,"num_words":11,"start":479.42892,"end":483.44894}]}}]},{"alternatives":[{"transcript":"Hi. Morning. I have I want to ask about my Internet. And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels. Like, all the reels, it say something has problem with the Internet. And when I'm try to using my own data, it's it's nothing happened. J I n, what space, y e e. This is my first name. J I n, I for yeah. Yes. Off the rails. Like, I can't scroll any rails. I can't scroll any post. Last week. Yeah. But it happened last week, it's I can't scroll any space, and and it's almost happened one one month or two months. It's like I can't scroll all the social media after nine or ten. Mhmm. Yeah. Instagram. And TikTok as well. Oh, okay. Yes. Mhmm. Yes. Yes. Yes. Black box. I think. Black. It's a new modem. Yeah. The box on the white black one. Sorry. Both. Yep. Yep. Yep. Oh, yeah. Yep. Which one is the raw one or the the modem? Oh, okay. Yep. I already pulled out that. Yep. Mhmm. Yep. Yep. Yep. Yep. I'll pull it up. Yep. No. They're off everything now. Yep. No. Yeah. Yeah. No Internet. No. 1204. Yes. Yes. 0412337832. One two three three seven eight three two. Three two. Yep. Yep. I will search for another call. Yep. Yep. Okay. Yep. 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Morning. I have I want to ask about my Internet. And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels. Like, all the reels, it say something has problem with the Internet.\n\nAnd when I'm try to using my own data, it's it's nothing happened. J I n, what space, y e e. This is my first name. J I n, I for yeah. Yes.\n\nOff the rails. Like, I can't scroll any rails. I can't scroll any post. Last week. Yeah.\n\nBut it happened last week, it's I can't scroll any space, and and it's almost happened one one month or two months. It's like I can't scroll all the social media after nine or ten. Mhmm. Yeah. Instagram.\n\nAnd TikTok as well. Oh, okay. Yes. Mhmm. Yes.\n\nYes. Yes. Black box. I think. Black.\n\nIt's a new modem. Yeah. The box on the white black one. Sorry. Both.\n\nYep. Yep. Yep. Oh, yeah. Yep.\n\nWhich one is the raw one or the the modem? Oh, okay. Yep. I already pulled out that. Yep.\n\nMhmm. Yep. Yep. Yep. Yep.\n\nI'll pull it up. Yep. No. They're off everything now. Yep.\n\nNo. Yeah. Yeah. No Internet. No.\n\n1204. Yes. Yes. 0412337832. One two three three seven eight three two.\n\nThree two. Yep. Yep. I will search for another call. Yep.\n\nYep. Okay. Yep. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.48,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.10161609947681428},{"text":"Morning.","start":2.6399999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.0826866403222084},{"text":"I have I want to ask about my Internet.","start":4.48,"end":8.18,"sentiment":"neutral","sentiment_score":-0.04377443064004183},{"text":"And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels.","start":8.639999,"end":18.645,"sentiment":"neutral","sentiment_score":-0.17970917097948216},{"text":"Like, all the reels, it say something has problem with the Internet.","start":18.705,"end":22.565,"sentiment":"negative","sentiment_score":-0.3694858079155286}],"sentiment":"neutral","sentiment_score":-0.1899128889478743,"num_words":50,"start":2.48,"end":22.565},{"sentences":[{"text":"And when I'm try to using my own data, it's it's nothing 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pull it up.","start":371.69498,"end":372.595,"sentiment":"neutral","sentiment_score":0.04514768486842513},{"text":"Yep.","start":377.85498,"end":378.35498,"sentiment":"neutral","sentiment_score":0.0518912598490715},{"text":"No.","start":381.32,"end":381.82,"sentiment":"neutral","sentiment_score":-0.2058059275150299},{"text":"They're off everything 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Airtel?\n\nChannel 1: Hi. Morning.\n\nChannel 0: Yes. Hello?\n\nChannel 1: I have I want to ask about my Internet. And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels. Like, all the reels, it say something has problem with the Internet. And when I'm try to using my own data, it's it's nothing happened.\n\nChannel 0: Okay. Hang on a sec. Can I have the first name of the account holder, please?\n\nChannel 1: J I n, what space, y e e. This is my first name.\n\nChannel 0: J a n, was it?\n\nChannel 1: J I n, I\n\nChannel 0: I\n\nChannel 1: for\n\nChannel 0: I n.\n\nChannel 1: yeah.\n\nChannel 0: Okay. I got two Jin. Which one? Jin Fan or Jin Yi Chen? Okay.\n\nOkay. So you're saying that your Instagram is having issues?\n\nChannel 1: Yes. Off the rails. Like, I can't scroll any rails. I can't scroll any post.\n\nChannel 0: When did this start to happen?\n\nChannel 1: Last week.\n\nChannel 0: Last week.\n\nChannel 1: Yeah. But it happened last week, it's I can't scroll any space, and and it's almost happened one one month or two months. It's like I can't scroll all the social media after nine or ten.\n\nChannel 0: Mhmm.\n\nChannel 1: Mhmm.\n\nChannel 0: But now you're just talking about what is it? Instagram. Yeah?\n\nChannel 1: Yeah. Instagram.\n\nChannel 0: Okay. Just bear with me for a second.\n\nChannel 1: And TikTok as well.\n\nChannel 0: Yeah. But TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it.\n\nChannel 1: Oh, okay.\n\nChannel 0: Yeah. I know. It's crazy. And I think a lot of these other compliances is what's making a lot of the NBN or home Internet a little bit difficult, whereas\n\nChannel 1: Yes.\n\nChannel 0: your mobile network is a completely different network altogether. Works in a different way. Anyway, works in a different way because it's got less security barriers on it. Anyway,\n\nChannel 1: Mhmm.\n\nChannel 0: look. What I'm gonna do this is what I'm gonna do. I did this with another customer, and it worked good.\n\nChannel 1: Yes.\n\nChannel 0: I'm gonna reset all your hang on a sec. Let me just try something here.\n\nChannel 1: Yes.\n\nChannel 0: First. Okay. Alright. Yeah. Yep.\n\nOkay. I'm gonna set reset everything for you from now end.\n\nChannel 1: Yes.\n\nChannel 0: Once I do that, what I need you to do on the on the wall, do you have a white box or a black box?\n\nChannel 1: Black box. I think.\n\nChannel 0: Black box. Okay.\n\nChannel 1: Black.\n\nChannel 0: I'll\n\nChannel 1: It's\n\nChannel 0: double\n\nChannel 1: a new\n\nChannel 0: check.\n\nChannel 1: modem.\n\nChannel 0: I'll double check that for you now anyway. Now I'm talking about the box on the wall, not not the router, the box on the wall.\n\nChannel 1: Yeah. The box on the white black one. Sorry.\n\nChannel 0: Okay. Okay. Alright. So that's it then. That's it then.\n\nOkay. Alright. What I need you to do, can you you got your your modem router, and you got the box on the wall. Right?\n\nChannel 1: Both. Yep. Yep.\n\nChannel 0: Now at the back of the router, you got all the cables that plug into the router. Right? And you got the one\n\nChannel 1: Yep.\n\nChannel 0: that provides the power power\n\nChannel 1: Oh,\n\nChannel 0: supply.\n\nChannel 1: yeah.\n\nChannel 0: I need you to pull that can you pull that out so there's no power going to the router, please?\n\nChannel 1: Yep. Which one is the raw one or the the modem?\n\nChannel 0: The modem. The modem, it's no longer called the modem because everything it's a router now.\n\nChannel 1: Oh, okay.\n\nChannel 0: And it's a Wi Fi six. A Wi Fi six are no they're no longer called modems. They're called routers.\n\nChannel 1: Yep. I already pulled out that.\n\nChannel 0: You pulled out the power?\n\nChannel 1: Yep.\n\nChannel 0: Okay. Let me just check.\n\nChannel 1: Mhmm.\n\nChannel 0: Alright. On the box on the wall, that's the NTD box, which is a network terminal device. That's the one on the wall. There's also a\n\nChannel 1: Yep.\n\nChannel 0: power supply there. Can you pull that out from the box?\n\nChannel 1: Yep.\n\nChannel 0: Not from the\n\nChannel 1: Yep.\n\nChannel 0: wall. It's gotta be from the box. Otherwise, it's not gonna work properly.\n\nChannel 1: Yep. I'll pull it up.\n\nChannel 0: And you did that also on the modem router?\n\nChannel 1: Yep.\n\nChannel 0: Because I can still see you online.\n\nChannel 1: No. They're off everything now.\n\nChannel 0: Okay. Now you're offline.\n\nChannel 1: Yep.\n\nChannel 0: Alright. So that's offline. You should have no Internet now.\n\nChannel 1: No. Yeah. Yeah. No Internet. No.\n\nChannel 0: Okay. Now your address is\n\nChannel 1: 1204.\n\nChannel 0: unit one 2045 Mahogany Avenue, yeah, New South Wales?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Yes. It's definitely a black box on the wall. Okay. Now what's your mobile number? Let me just double check.\n\nWhat is your mobile number? Because here it's coming up anonymous.\n\nChannel 1: 0412337832.\n\nChannel 0: 041233\n\nChannel 1: One two three three seven eight three two.\n\nChannel 0: Unknown caller. 8\n\nChannel 1: Three two.\n\nChannel 0: 832.\n\nChannel 1: Yep. Yep. I\n\nChannel 0: That's\n\nChannel 1: will search\n\nChannel 0: calling.\n\nChannel 1: for another call.\n\nChannel 0: Yeah?\n\nChannel 1: Yep.\n\nChannel 0: Alright. I'll call you back in twenty minutes. Alright?\n\nChannel 1: Yep. Okay. Yep.\n\nChannel 0: Thank\n\nChannel 1: Bye.\n\nChannel 0: you. Bye.","paragraphs":[{"sentences":[{"text":"Good 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have I want to ask about my Internet.","start":4.48,"end":8.18,"sentiment":"neutral","sentiment_score":-0.04377443064004183},{"text":"And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels.","start":8.639999,"end":18.645,"sentiment":"neutral","sentiment_score":-0.17970917097948216},{"text":"Like, all the reels, it say something has problem with the Internet.","start":18.705,"end":22.565,"sentiment":"negative","sentiment_score":-0.3694858079155286},{"text":"And when I'm try to using my own data, it's it's nothing happened.","start":22.705,"end":27.589998,"sentiment":"negative","sentiment_score":-0.3585286094592168}],"sentiment":"neutral","sentiment_score":-0.23509539524856649,"channel":1,"num_words":61,"start":4.48,"end":27.589998},{"sentences":[{"text":"Okay.","start":29.7,"end":30.2,"sentiment":"neutral","sentiment_score":-0.03236519545316696},{"text":"Hang on a 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yeah, New South Wales?","start":406.485,"end":410.82498,"sentiment":"neutral","sentiment_score":-0.018497313062349956}],"sentiment":"neutral","sentiment_score":-0.018497313062349956,"channel":0,"num_words":9,"start":406.485,"end":410.82498},{"sentences":[{"text":"Yes.","start":410.68002,"end":411.18002,"sentiment":"neutral","sentiment_score":-0.003799695521593094},{"text":"Yes.","start":411.40002,"end":411.90002,"sentiment":"neutral","sentiment_score":-0.005822131410241127}],"sentiment":"neutral","sentiment_score":-0.0048109134659171104,"channel":1,"num_words":2,"start":410.68002,"end":411.90002},{"sentences":[{"text":"Yes.","start":426.66998,"end":427.16998,"sentiment":"neutral","sentiment_score":-0.029747573658823967},{"text":"It's definitely a black box on the wall.","start":428.35,"end":430.53,"sentiment":"neutral","sentiment_score":-0.16789141483604908},{"text":"Okay.","start":439.255,"end":439.755,"sentiment":"neutral","sentiment_score":-0.02700464054942131},{"text":"Now what's your mobile number?","start":441.015,"end":444.61502,"sentiment":"neutral","sentiment_score":-0.016606104001402854},{"text":"Let me just double check.","start":444.61502,"end":445.83,"sentiment":"neutral","sentiment_score":-0.0030967358499765394}],"sentiment":"neutral","sentiment_score":-0.07491988660767675,"channel":0,"num_words":20,"start":426.66998,"end":445.83},{"sentences":[{"text":"What is your mobile number?","start":445.83,"end":446.87,"sentiment":"neutral","sentiment_score":-0.014104943722486496},{"text":"Because here it's coming up anonymous.","start":446.87,"end":448.33,"sentiment":"neutral","sentiment_score":-0.04193901022275289}],"sentiment":"neutral","sentiment_score":-0.029287161813540893,"channel":0,"num_words":11,"start":445.83,"end":448.33},{"sentences":[{"text":"0412337832.","start":449.55502,"end":453.095,"sentiment":"neutral","sentiment_score":-0.007750381715595722}],"sentiment":"neutral","sentiment_score":-0.007750381715595722,"channel":1,"num_words":1,"start":449.55502,"end":453.095},{"sentences":[{"text":"041233","start":454.07,"end":456.41,"sentiment":"neutral","sentiment_score":-0.009194832295179369}],"sentiment":"neutral","sentiment_score":-0.009194832295179369,"channel":0,"num_words":1,"start":454.07,"end":456.41},{"sentences":[{"text":"One two three three seven eight three two.","start":455.635,"end":458.77502,"sentiment":"neutral","sentiment_score":-0.020685179508291185}],"sentiment":"neutral","sentiment_score":-0.020685179508291185,"channel":1,"num_words":8,"start":455.635,"end":458.77502},{"sentences":[{"text":"Unknown caller.","start":458.87,"end":459.83,"sentiment":"neutral","sentiment_score":-0.10238197073340416},{"text":"8","start":460.08,"end":460.58,"sentiment":"neutral","sentiment_score":-0.028761155903339383}],"sentiment":"neutral","sentiment_score":-0.07784169912338257,"channel":0,"num_words":3,"start":458.87,"end":460.58},{"sentences":[{"text":"Three 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customer is experiencing issues with their internet and is trying to troubleshoot. The agent asks for the account holder's information and helps reset the modem router to fix the issue. The agent also asks for the customer's mobile number and promises to call back in 20 minutes."},"intents":{"segments":[{"text":"I have I want to ask about my Internet. And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels. Like, all the reels, it say something has problem with the Internet. And when I'm try to using my own data, it's it's nothing happened. Okay.","start_word":7,"end_word":68,"intents":[{"intent":"Report internet issue","confidence_score":0.016976558}]},{"text":"But TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it. Oh, okay.","start_word":224,"end_word":254,"intents":[{"intent":"Inquire about tiktok's limitations","confidence_score":0.0000013165518}]},{"text":"I'm gonna reset all your hang on a sec.","start_word":338,"end_word":346,"intents":[{"intent":"Reset hang on","confidence_score":0.44297066}]},{"text":"Once I do that, what I need you to do on the on the wall, do you have a white box or a black box?","start_word":371,"end_word":395,"intents":[{"intent":"Check router boxes","confidence_score":0.00057752087}]},{"text":"You pulled out the power? Yep. Okay.","start_word":591,"end_word":597,"intents":[{"intent":"Retrieve power supply","confidence_score":0.006661201}]},{"text":"Now your address is 1204. unit one 2045 Mahogany Avenue, yeah, New South Wales? Yes.","start_word":708,"end_word":722,"intents":[{"intent":"Update address and mobile number","confidence_score":0.000107682645}]},{"text":"I That's will search calling. for another call. Yeah?","start_word":773,"end_word":781,"intents":[{"intent":"Search for another call","confidence_score":0.8295908}]}]},"sentiments":{"segments":[{"text":"Good morning.","start_word":0,"end_word":1,"sentiment":"positive","sentiment_score":0.35749921202659607},{"text":"Airtel? Hi. Morning. Yes. Hello? I have I want to ask about my Internet. And I I I think I paid the medium plan for the Internet, but when I scroll my Instagram, it it it can't scroll all the reels.","start_word":2,"end_word":42,"sentiment":"neutral","sentiment_score":-0.1072154939174652},{"text":"Like, all the reels, it say something has problem with the Internet. And when I'm try to using my own data, it's it's nothing happened.","start_word":43,"end_word":67,"sentiment":"negative","sentiment_score":-0.3606557846069336},{"text":"Okay. Hang on a sec. Can I have the first name of the account holder, please? J I n, what space, y e e. This is my first name. J a n, was it? J I n, I I I for n. yeah. Okay. I got two Jin. Which one? Jin Fan or Jin Yi Chen? Okay. Okay. So you're saying that your Instagram is having issues? Yes.","start_word":68,"end_word":135,"sentiment":"neutral","sentiment_score":-0.019891563802957535},{"text":"Off the rails. Like, I can't scroll any rails.","start_word":136,"end_word":144,"sentiment":"negative","sentiment_score":-0.38218069076538086},{"text":"I can't scroll any post. When did this start to happen? Last week. Last week. Yeah. But it happened last week, it's I can't scroll any space, and and it's almost happened one one month or two months.","start_word":145,"end_word":182,"sentiment":"neutral","sentiment_score":-0.2685641646385193},{"text":"It's like I can't scroll all the social media after nine or ten.","start_word":183,"end_word":195,"sentiment":"negative","sentiment_score":-0.40338581800460815},{"text":"Mhmm. Mhmm. But now you're just talking about what is it? Instagram. Yeah? Yeah. Instagram. Okay. Just bear with me for a second. And TikTok as well. Yeah.","start_word":196,"end_word":223,"sentiment":"neutral","sentiment_score":-0.038551777601242065},{"text":"But TikTok, for some reason, that's got nothing to do with us because there was a restriction with TikTok for 16 year olds, and everybody's having problems with it.","start_word":224,"end_word":252,"sentiment":"negative","sentiment_score":-0.39690354466438293},{"text":"Oh, okay. Yeah. I know.","start_word":253,"end_word":257,"sentiment":"neutral","sentiment_score":-0.16710802912712097},{"text":"It's crazy. And I think a lot of these other compliances is what's making a lot of the NBN or home Internet a little bit difficult, whereas Yes.","start_word":258,"end_word":285,"sentiment":"negative","sentiment_score":-0.3523482211998531},{"text":"your mobile network is a completely different network altogether. Works in a different way. Anyway, works in a different way because it's got less security barriers on it. Anyway, Mhmm. look. What I'm gonna do this is what I'm gonna do.","start_word":286,"end_word":326,"sentiment":"neutral","sentiment_score":0.01975996419787407},{"text":"I did this with another customer, and it worked good.","start_word":327,"end_word":336,"sentiment":"positive","sentiment_score":0.5329705476760864},{"text":"Yes. I'm gonna reset all your hang on a sec. Let me just try something here. Yes. First. Okay. Alright. Yeah. Yep. Okay. I'm gonna set reset everything for you from now end. Yes. Once I do that, what I need you to do on the on the wall, do you have a white box or a black box? Black box. I think. Black box. Okay. Black. I'll It's double a new check. modem. I'll double check that for you now anyway. Now I'm talking about the box on the wall, not not the router, the box on the wall. Yeah. The box on the white black one. Sorry. Okay. Okay. Alright. So that's it then. That's it then. Okay. Alright. What I need you to do, can you you got your your modem router, and you got the box on the wall. Right? Both. Yep. Yep. Now at the back of the router, you got all the cables that plug into the router. Right? And you got the one Yep. that provides the power power Oh, supply. yeah. I need you to pull that can you pull that out so there's no power going to the router, please? Yep. Which one is the raw one or the the modem? The modem. The modem, it's no longer called the modem because everything it's a router now. Oh, okay. And it's a Wi Fi six. A Wi Fi six are no they're no longer called modems. They're called routers. Yep. I already pulled out that. You pulled out the power? Yep. Okay. Let me just check. Mhmm. Alright. On the box on the wall, that's the NTD box, which is a network terminal device. That's the one on the wall. There's also a Yep. power supply there. Can you pull that out from the box? Yep. Not from the Yep. wall. It's gotta be from the box. Otherwise, it's not gonna work properly. Yep. I'll pull it up. And you did that also on the modem router? Yep. Because I can still see you online. No. They're off everything now. Okay. Now you're offline. Yep. Alright. So that's offline. You should have no Internet now. No. Yeah. Yeah. No Internet. No. Okay. Now your address is 1204. unit one 2045 Mahogany Avenue, yeah, New South Wales? Yes. Yes. Yes. It's definitely a black box on the wall. Okay. Now what's your mobile number? Let me just double check. What is your mobile number? Because here it's coming up anonymous. 0412337832. 041233 One two three three seven eight three two. Unknown caller. 8 Three two. 832. Yep. Yep. I That's will search calling. for another call. Yeah? Yep. Alright. I'll call you back in twenty minutes. Alright? Yep. Okay. Yep.","start_word":337,"end_word":794,"sentiment":"neutral","sentiment_score":-0.006071846037452398},{"text":"Thank Bye. you.","start_word":795,"end_word":797,"sentiment":"positive","sentiment_score":0.5345714092254639},{"text":"Bye.","start_word":798,"end_word":798,"sentiment":"neutral","sentiment_score":0.2648012638092041}],"average":{"sentiment":"neutral","sentiment_score":-0.0636211276639698}}}}