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This is from Ertel. Am I speaking with Farzinich Bayat? Yeah. Just I just wanted to get back to you regarding your issue, your email that you're having Internet yeah. Internet speed. Have you received the email that I sent you, like, the steps? Mhmm. Yeah. We understand your frustration. But have you received my email? I sent it to you March 23. Like I It's the general one. It's an instruction email. Yeah. Mhmm. Yeah. Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the connection. Get back your Internet. Yeah. Okay. Sure. I'll send it to you then. If it still doesn't work, kindly get back to us so we can further invest. Yeah. So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location. That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website. But our back end team and engineering team informed us this, that this has now been resolved. So we just wanted to do some steps on your end. That is the email that I sent you. And if it still doesn't work, escalate the issue further for them to check again. Yeah. Yes. Okay. Yeah. I actually did send you the email already while we're on the phone. Yeah. Then kindly just reply to the email if these steps doesn't work still. Yeah. Okay. Thank you. Bye for now. Sorry sorry for this inconvenience. 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Good morning. This is Marnie from Ertle tech support. How can I assist you today? Yeah.\n\nYes, sir. Mhmm. I can see may I know your name, please, for me to check the account? This is from Ertel. Am I speaking with Farzinich Bayat?\n\nYeah. Just I just wanted to get back to you regarding your issue, your email that you're having Internet yeah. Internet speed. Have you received the email that I sent you, like, the steps? Mhmm.\n\nYeah. We understand your frustration. But have you received my email? I sent it to you March 23. Like I It's the general one.\n\nIt's an instruction email. Yeah. Mhmm. Yeah. Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the connection.\n\nGet back your Internet. Yeah. Okay. Sure. I'll send it to you then.\n\nIf it still doesn't work, kindly get back to us so we can further invest. Yeah. So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location. That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website. But our back end team and engineering team informed us this, that this has now been resolved.\n\nSo we just wanted to do some steps on your end. That is the email that I sent you. And if it still doesn't work, escalate the issue further for them to check again. Yeah. Yes.\n\nOkay. Yeah. I actually did send you the email already while we're on the phone. Yeah. Then kindly just reply to the email if these steps doesn't work still.\n\nYeah. Okay. Thank you. Bye for now. 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further invest.","start":162.525,"end":167.985,"sentiment":"neutral","sentiment_score":-0.08681922778487206},{"text":"Yeah.","start":232.40001,"end":232.64,"sentiment":"neutral","sentiment_score":-0.003226401284337044},{"text":"So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location.","start":232.64,"end":244.5,"sentiment":"neutral","sentiment_score":-0.06316703518754557},{"text":"That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website.","start":244.56,"end":256.495,"sentiment":"neutral","sentiment_score":-0.08786401321942156},{"text":"But our back end team and engineering team informed us this, that this has now been 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inconvenience.","start":306.155,"end":308.335,"sentiment":"neutral","sentiment_score":-0.1370925709605217}],"sentiment":"neutral","sentiment_score":0.0008586535695940256,"num_words":12,"start":301.94,"end":308.335},{"sentences":[{"text":"Yeah.","start":309.91498,"end":310.41498,"sentiment":"neutral","sentiment_score":0.024745170027017593}],"sentiment":"neutral","sentiment_score":0.024745170027017593,"num_words":1,"start":309.91498,"end":310.41498}]}}]},{"alternatives":[{"transcript":"Hello. Good morning. Yes. I have a missed call from you. May I ask that you call from where? Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Thank you so much. Thank you. No. I had one general email that's in a specific day. It is slow. But now I think it's around one month. The speed is very slow. Even I couldn't see my Instagram. And I just I'm not at home. I'm not using. And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to eight. So when I try that, for example, 9PM, to check, for example, very specific it's not a specific item. It's not, for example, download articles, studying. It's not just checking routing inside around something like that. It couldn't. It has stopped. So it's around one month I have this issue. It's not for one day or today. Did you send a specific email to me or general one? Yeah. There is one general one that it said that for one day. It's not it is slow. It's for one day. But I'm talking for one month. No. I don't have this one. Can you send it again for me? Is it possible for you? Yeah. Because, honestly, if the Internet speed is like this, I have to cancel it. I'm not happy about it because there is some options. For example, one of them is a slower speed. It is $60 paying per month. Another one, it has said that better speed, $85. I choose the second one to have a better speed, but I saw that for very, very simple items, it couldn't download. It couldn't work. And it's I use Internet for myself. There is not sharing with others. I'm only one. So what's the problem? So you know that sometimes it is a family use it, but I'm not a family. I'm a single person, and I use it for myself. It couldn't even download Instagram or something like that. The speed is very, very slow. And, yeah, I use it only at nine. So nine is not doesn't have any traffic, doesn't have any issue. So I was surprised that the speed is like that. Okay. Okay. Thank you so much. That's fine. Thanks for your help. So I'm waiting for your email, then I check it. Thank you. Uh-huh. Yeah. I saw that. Yeah. I saw the email. Thank you. Thank you. Bye. Thank you. Take care. No. No. Take care. Thank you. 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Good morning. Yes. I have a missed call from you. May I ask that you call from where?\n\nYes. Yes. Yes. Yes. Yes.\n\nYes. Yes. Yes. Thank you so much. Thank you.\n\nNo. I had one general email that's in a specific day. It is slow. But now I think it's around one month. The speed is very slow.\n\nEven I couldn't see my Instagram. And I just I'm not at home. I'm not using. And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to eight. So when I try that, for example, 9PM, to check, for example, very specific it's not a specific item.\n\nIt's not, for example, download articles, studying. It's not just checking routing inside around something like that. It couldn't. It has stopped. So it's around one month I have this issue.\n\nIt's not for one day or today. Did you send a specific email to me or general one? Yeah. There is one general one that it said that for one day. It's not it is slow.\n\nIt's for one day. But I'm talking for one month. No. I don't have this one. Can you send it again for me?\n\nIs it possible for you? Yeah. Because, honestly, if the Internet speed is like this, I have to cancel it. I'm not happy about it because there is some options. For example, one of them is a slower speed.\n\nIt is $60 paying per month. Another one, it has said that better speed, $85. I choose the second one to have a better speed, but I saw that for very, very simple items, it couldn't download. It couldn't work. And it's I use Internet for myself.\n\nThere is not sharing with others. I'm only one. So what's the problem? So you know that sometimes it is a family use it, but I'm not a family. I'm a single person, and I use it for myself.\n\nIt couldn't even download Instagram or something like that. The speed is very, very slow. And, yeah, I use it only at nine. So nine is not doesn't have any traffic, doesn't have any issue. So I was surprised that the speed is like that.\n\nOkay. Okay. Thank you so much. That's fine. Thanks for your help.\n\nSo I'm waiting for your email, then I check it. Thank you. Uh-huh. Yeah. I saw that.\n\nYeah. I saw the email. Thank you. Thank you. Bye.\n\nThank you. Take care. No. No. Take care.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":4.88,"end":5.2799997,"sentiment":"neutral","sentiment_score":0.18947063386440277},{"text":"Good morning.","start":5.2799997,"end":6.02,"sentiment":"positive","sentiment_score":0.35899731516838074},{"text":"Yes.","start":10.24,"end":10.639999,"sentiment":"neutral","sentiment_score":0.0548408068716526},{"text":"I have a missed call from you.","start":10.639999,"end":12.5,"sentiment":"neutral","sentiment_score":-0.01934995874762535},{"text":"May I ask that you call from 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you so much.","start":39.9,"end":40.86,"sentiment":"positive","sentiment_score":0.5686683133244514},{"text":"Thank you.","start":40.86,"end":41.6,"sentiment":"positive","sentiment_score":0.41696424782276154}],"sentiment":"positive","sentiment_score":0.3621135809355312,"num_words":9,"start":31.18,"end":41.6},{"sentences":[{"text":"No.","start":53.045,"end":53.445,"sentiment":"neutral","sentiment_score":-0.2581063508987427},{"text":"I had one general email that's in a specific day.","start":53.445,"end":58.120003,"sentiment":"neutral","sentiment_score":-0.23310570865869523},{"text":"It is slow.","start":58.120003,"end":59.18,"sentiment":"negative","sentiment_score":-0.37212661902109784},{"text":"But now I think it's around one month.","start":59.64,"end":62.86,"sentiment":"neutral","sentiment_score":-0.25973841547966003},{"text":"The speed is very slow.","start":63.32,"end":65.340004,"sentiment":"negative","sentiment_score":-0.45972060561180117}],"sentiment":"neutral","sentiment_score":-0.29933532023871384,"num_words":27,"start":53.045,"end":65.340004},{"sentences":[{"text":"Even I couldn't see my Instagram.","start":65.880005,"end":68.54,"sentiment":"negative","sentiment_score":-0.3798527220884959},{"text":"And I just I'm not at home.","start":69.56,"end":71.96,"sentiment":"neutral","sentiment_score":-0.2797717877796718},{"text":"I'm not using.","start":71.96,"end":72.94,"sentiment":"neutral","sentiment_score":-0.27703405419985455},{"text":"And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to eight.","start":74.174995,"end":81.634995,"sentiment":"neutral","sentiment_score":-0.2669804888692769},{"text":"So when I try that, for example, 9PM, to check, for example, very specific it's not a specific 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slow.","start":128.98,"end":130.92,"sentiment":"negative","sentiment_score":-0.3646117091178894}],"sentiment":"neutral","sentiment_score":-0.16576799007857013,"num_words":36,"start":106.075,"end":130.92},{"sentences":[{"text":"It's for one day.","start":130.98,"end":132.135,"sentiment":"neutral","sentiment_score":-0.19894303381443024},{"text":"But I'm talking for one month.","start":132.295,"end":134.47499,"sentiment":"neutral","sentiment_score":-0.1868364637096723},{"text":"No.","start":154.0,"end":154.32,"sentiment":"neutral","sentiment_score":-0.2344571053981781},{"text":"I don't have this one.","start":154.32,"end":155.44,"sentiment":"neutral","sentiment_score":-0.27938559651374817},{"text":"Can you send it again for me?","start":155.44,"end":157.04001,"sentiment":"neutral","sentiment_score":-0.04697859872664724}],"sentiment":"neutral","sentiment_score":-0.1685663563725741,"num_words":23,"start":130.98,"end":157.04001},{"sentences":[{"text":"Is it possible for you?","start":157.04001,"end":158.42001,"sentiment":"neutral","sentiment_score":-0.01661156788468361},{"text":"Yeah.","start":167.35501,"end":167.755,"sentiment":"neutral","sentiment_score":-0.05598698928952217},{"text":"Because, honestly, if the Internet speed is like this, I have to cancel it.","start":167.755,"end":172.975,"sentiment":"negative","sentiment_score":-0.48495169835431234},{"text":"I'm not happy about it because there is some options.","start":173.17,"end":177.18999,"sentiment":"negative","sentiment_score":-0.6285827875137329},{"text":"For example, one of them is a slower speed.","start":177.73,"end":180.29,"sentiment":"neutral","sentiment_score":-0.3116593261559804}],"sentiment":"negative","sentiment_score":-0.4107469337490889,"num_words":39,"start":157.04001,"end":180.29},{"sentences":[{"text":"It is $60 paying per month.","start":180.29,"end":182.54999,"sentiment":"neutral","sentiment_score":-0.28160949796438217},{"text":"Another one, it has said that better speed, $85.","start":182.76999,"end":187.09,"sentiment":"neutral","sentiment_score":-0.18786864479382834},{"text":"I choose the second one to have a better speed, but I saw that for very, very simple items, it couldn't download.","start":187.09,"end":195.305,"sentiment":"negative","sentiment_score":-0.3808255751024593},{"text":"It couldn't work.","start":195.305,"end":196.365,"sentiment":"negative","sentiment_score":-0.5986480514208475},{"text":"And it's I use Internet for myself.","start":196.745,"end":200.025,"sentiment":"negative","sentiment_score":-0.4071245406355177}],"sentiment":"negative","sentiment_score":-0.34903092301906424,"num_words":47,"start":180.29,"end":200.025},{"sentences":[{"text":"There is not sharing with others.","start":200.025,"end":201.785,"sentiment":"negative","sentiment_score":-0.4492005556821823},{"text":"I'm only one.","start":201.785,"end":202.925,"sentiment":"negative","sentiment_score":-0.3623960316181183},{"text":"So what's the problem?","start":203.67,"end":205.11,"sentiment":"neutral","sentiment_score":-0.23890716955065727},{"text":"So you know that sometimes it is a family use it, but I'm not a family.","start":205.11,"end":209.26999,"sentiment":"neutral","sentiment_score":-0.24793764390051365},{"text":"I'm a single person, and I use it for myself.","start":209.26999,"end":212.33,"sentiment":"neutral","sentiment_score":-0.017502250708639623}],"sentiment":"neutral","sentiment_score":-0.22769345940114596,"num_words":39,"start":200.025,"end":212.33},{"sentences":[{"text":"It couldn't even download Instagram or something like that.","start":212.39,"end":215.67,"sentiment":"negative","sentiment_score":-0.3360944191614787},{"text":"The speed is very, very slow.","start":215.67,"end":217.605,"sentiment":"negative","sentiment_score":-0.6056485176086426},{"text":"And, yeah, I use it only at nine.","start":217.765,"end":220.905,"sentiment":"neutral","sentiment_score":-0.06822399143129587},{"text":"So nine is not doesn't have any traffic, doesn't have any issue.","start":220.965,"end":225.545,"sentiment":"neutral","sentiment_score":-0.053431386026204564},{"text":"So I was surprised that the speed is like that.","start":225.92499,"end":230.825,"sentiment":"neutral","sentiment_score":-0.10903548970818519}],"sentiment":"neutral","sentiment_score":-0.19857920753226305,"num_words":45,"start":212.39,"end":230.825},{"sentences":[{"text":"Okay.","start":276.915,"end":277.415,"sentiment":"neutral","sentiment_score":0.022115491330623627},{"text":"Okay.","start":278.51498,"end":278.915,"sentiment":"neutral","sentiment_score":0.08557523041963577},{"text":"Thank you so much.","start":278.915,"end":279.875,"sentiment":"positive","sentiment_score":0.4067787379026413},{"text":"That's fine.","start":279.875,"end":280.615,"sentiment":"neutral","sentiment_score":0.2755802571773529},{"text":"Thanks for your help.","start":280.915,"end":281.955,"sentiment":"neutral","sentiment_score":0.2712457478046417}],"sentiment":"neutral","sentiment_score":0.28091243157784146,"num_words":12,"start":276.915,"end":281.955},{"sentences":[{"text":"So I'm waiting for your email, then I check it.","start":281.955,"end":284.275,"sentiment":"neutral","sentiment_score":0.08792564421892166},{"text":"Thank you.","start":284.275,"end":284.935,"sentiment":"neutral","sentiment_score":0.21548298001289368},{"text":"Uh-huh.","start":299.57,"end":299.89,"sentiment":"neutral","sentiment_score":-0.011817211285233498},{"text":"Yeah.","start":299.89,"end":300.37003,"sentiment":"neutral","sentiment_score":0.004025842063128948},{"text":"I saw that.","start":300.37003,"end":301.25,"sentiment":"neutral","sentiment_score":-0.0010202803338567417}],"sentiment":"neutral","sentiment_score":0.07643354070537231,"num_words":17,"start":281.955,"end":301.25},{"sentences":[{"text":"Yeah.","start":301.25,"end":301.49002,"sentiment":"neutral","sentiment_score":0.012074780650436878},{"text":"I saw the email.","start":301.49002,"end":302.63,"sentiment":"neutral","sentiment_score":0.008726417319849133},{"text":"Thank you.","start":304.595,"end":305.235,"sentiment":"neutral","sentiment_score":0.18299176543951035},{"text":"Thank you.","start":305.235,"end":305.875,"sentiment":"neutral","sentiment_score":0.20569224655628204},{"text":"Bye.","start":305.875,"end":306.375,"sentiment":"neutral","sentiment_score":0.0808592289686203}],"sentiment":"neutral","sentiment_score":0.09052077028900385,"num_words":10,"start":301.25,"end":306.375},{"sentences":[{"text":"Thank you.","start":307.875,"end":308.35498,"sentiment":"neutral","sentiment_score":0.17739510536193848},{"text":"Take care.","start":308.35498,"end":309.095,"sentiment":"neutral","sentiment_score":0.11462076008319855},{"text":"No.","start":309.555,"end":309.79498,"sentiment":"neutral","sentiment_score":-0.01668711006641388},{"text":"No.","start":309.79498,"end":310.115,"sentiment":"neutral","sentiment_score":-0.018050234764814377},{"text":"Take care.","start":310.115,"end":310.595,"sentiment":"neutral","sentiment_score":0.04953516460955143}],"sentiment":"neutral","sentiment_score":0.08104558940976858,"num_words":8,"start":307.875,"end":310.595},{"sentences":[{"text":"Thank you.","start":310.595,"end":310.995,"sentiment":"neutral","sentiment_score":0.15819673240184784},{"text":"Bye.","start":310.995,"end":311.495,"sentiment":"neutral","sentiment_score":-0.0789344385266304}],"sentiment":"neutral","sentiment_score":0.07915300875902176,"num_words":3,"start":310.595,"end":311.495}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Marnie from Ertle tech support.\n\nChannel 1: Hello. Good\n\nChannel 0: How\n\nChannel 1: morning.\n\nChannel 0: can I assist you today? Yeah. Yes,\n\nChannel 1: Yes.\n\nChannel 0: sir.\n\nChannel 1: I have\n\nChannel 0: Mhmm.\n\nChannel 1: a missed call from you.\n\nChannel 0: I can see may I know your name, please, for me to check the account?\n\nChannel 1: May I ask that you call from where?\n\nChannel 0: This is from Ertel. Am I speaking with Farzinich\n\nChannel 1: Yes. Yes. Yes. Yes. Yes.\n\nChannel 0: Bayat? Yeah.\n\nChannel 1: Yes.\n\nChannel 0: Just I just wanted to get back to you regarding your issue, your email\n\nChannel 1: Yes. Yes.\n\nChannel 0: that you're having\n\nChannel 1: Thank you\n\nChannel 0: Internet\n\nChannel 1: so much. Thank you.\n\nChannel 0: yeah. Internet speed. Have you received the email that I sent you, like, the steps?\n\nChannel 1: No. I had one general email that's in a specific day. It is slow. But now I think it's around one month. The speed is very slow.\n\nEven I couldn't see my Instagram. And I just I'm not at home. I'm not using. And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to eight.\n\nChannel 0: Mhmm.\n\nChannel 1: So when I try that, for example, 9PM, to check, for example, very specific it's not a specific item. It's not, for example, download articles, studying. It's not just checking routing inside around something like that. It couldn't. It has stopped.\n\nSo it's around one month I have this issue. It's not for one day or today.\n\nChannel 0: Yeah. We understand your frustration. But have you received my email? I sent it to you March 23.\n\nChannel 1: Did you\n\nChannel 0: Like\n\nChannel 1: send\n\nChannel 0: I\n\nChannel 1: a specific email to me or general one?\n\nChannel 0: It's the general one. It's an\n\nChannel 1: Yeah.\n\nChannel 0: instruction\n\nChannel 1: There is\n\nChannel 0: email.\n\nChannel 1: one general\n\nChannel 0: Yeah.\n\nChannel 1: one that it said that for one day. It's not it is slow. It's for one day. But I'm talking for one month.\n\nChannel 0: Mhmm. Yeah. Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the connection. Get back your Internet.\n\nChannel 1: No. I don't have this one. Can you send it again for me? Is it possible for you?\n\nChannel 0: Yeah. Okay. Sure. I'll send it to you then. If it still doesn't work, kindly get back to us so we can further\n\nChannel 1: Yeah.\n\nChannel 0: invest.\n\nChannel 1: Because, honestly, if the Internet speed is like this, I have to cancel it. I'm not happy about it because there is some options. For example, one of them is a slower speed. It is $60 paying per month. Another one, it has said that better speed, $85.\n\nI choose the second one to have a better speed, but I saw that for very, very simple items, it couldn't download. It couldn't work. And it's I use Internet for myself. There is not sharing with others. I'm only one.\n\nSo what's the problem? So you know that sometimes it is a family use it, but I'm not a family. I'm a single person, and I use it for myself. It couldn't even download Instagram or something like that. The speed is very, very slow.\n\nAnd, yeah, I use it only at nine. So nine is not doesn't have any traffic, doesn't have any issue. So I was surprised that the speed is like that.\n\nChannel 0: Yeah. So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location. That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website. But our back end team and engineering team informed us this, that this has now been resolved. So we just wanted to do some steps on your end.\n\nThat is the email that I sent you. And if it still doesn't work, escalate the issue further for them to check again.\n\nChannel 1: Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Thank you so much. That's fine.\n\nChannel 0: Yes.\n\nChannel 1: Thanks for\n\nChannel 0: Okay.\n\nChannel 1: your help. So I'm waiting for your email, then I check it. Thank you.\n\nChannel 0: Yeah. I actually did send you the email already while we're on the phone. Yeah. Then kindly just reply to the email if these steps doesn't work still.\n\nChannel 1: Uh-huh. Yeah. I saw that. Yeah. I saw the\n\nChannel 0: Yeah.\n\nChannel 1: email.\n\nChannel 0: Okay. Thank you. Bye for\n\nChannel 1: Thank you.\n\nChannel 0: now.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Sorry sorry for this inconvenience.\n\nChannel 1: Thank you. Take care. No. No.\n\nChannel 0: Yeah.\n\nChannel 1: Take care. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.68,"sentiment":"neutral","sentiment_score":0.07318663597106934},{"text":"Good morning.","start":1.68,"end":2.34,"sentiment":"neutral","sentiment_score":0.2630230635404587},{"text":"This is Marnie from Ertle tech 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I assist you today?","start":5.6,"end":6.66,"sentiment":"neutral","sentiment_score":0.292084676027298},{"text":"Yeah.","start":6.72,"end":7.22,"sentiment":"neutral","sentiment_score":0.048948273062705994},{"text":"Yes,","start":10.16,"end":10.559999,"sentiment":"neutral","sentiment_score":0.04527876153588295}],"sentiment":"neutral","sentiment_score":0.22209291639072554,"channel":0,"num_words":7,"start":5.6,"end":10.559999},{"sentences":[{"text":"Yes.","start":10.24,"end":10.639999,"sentiment":"neutral","sentiment_score":0.0548408068716526}],"sentiment":"neutral","sentiment_score":0.0548408068716526,"channel":1,"num_words":1,"start":10.24,"end":10.639999},{"sentences":[{"text":"sir.","start":10.559999,"end":10.96,"sentiment":"neutral","sentiment_score":0.04653077945113182}],"sentiment":"neutral","sentiment_score":0.04653077945113182,"channel":0,"num_words":1,"start":10.559999,"end":10.96},{"sentences":[{"text":"I have","start":10.639999,"end":11.04,"sentiment":"neutral","sentiment_score":0.003296962007880211}],"sentiment":"neutral","sentiment_score":0.003296962007880211,"channel":1,"num_words":2,"start":10.639999,"end":11.04},{"sentences":[{"text":"Mhmm.","start":10.96,"end":11.46,"sentiment":"neutral","sentiment_score":-0.008571838028728962}],"sentiment":"neutral","sentiment_score":-0.008571838028728962,"channel":0,"num_words":1,"start":10.96,"end":11.46},{"sentences":[{"text":"a missed call from you.","start":11.04,"end":12.5,"sentiment":"neutral","sentiment_score":-0.028408727049827574}],"sentiment":"neutral","sentiment_score":-0.028408727049827574,"channel":1,"num_words":5,"start":11.04,"end":12.5},{"sentences":[{"text":"I can see may I know your name, please, for me to check the account?","start":14.565,"end":18.265,"sentiment":"neutral","sentiment_score":0.00031132902950048447}],"sentiment":"neutral","sentiment_score":0.00031132902950048447,"channel":0,"num_words":15,"start":14.565,"end":18.265},{"sentences":[{"text":"May I ask that you call from where?","start":19.715,"end":22.695,"sentiment":"neutral","sentiment_score":-0.0028203368419781327}],"sentiment":"neutral","sentiment_score":-0.0028203368419781327,"channel":1,"num_words":8,"start":19.715,"end":22.695},{"sentences":[{"text":"This is from Ertel.","start":24.005,"end":25.305,"sentiment":"neutral","sentiment_score":0.005453758523799479},{"text":"Am I speaking with Farzinich","start":25.845,"end":27.465,"sentiment":"neutral","sentiment_score":0.007395669911056757}],"sentiment":"neutral","sentiment_score":0.006532598183386856,"channel":0,"num_words":9,"start":24.005,"end":27.465},{"sentences":[{"text":"Yes.","start":29.1,"end":29.42,"sentiment":"neutral","sentiment_score":0.017698682844638824},{"text":"Yes.","start":29.42,"end":29.9,"sentiment":"neutral","sentiment_score":0.01986076682806015},{"text":"Yes.","start":29.9,"end":30.38,"sentiment":"neutral","sentiment_score":0.020947301760315895},{"text":"Yes.","start":30.38,"end":30.539999,"sentiment":"neutral","sentiment_score":0.02160586789250374},{"text":"Yes.","start":30.539999,"end":31.039999,"sentiment":"neutral","sentiment_score":0.021414773538708687}],"sentiment":"neutral","sentiment_score":0.02030547857284546,"channel":1,"num_words":5,"start":29.1,"end":31.039999},{"sentences":[{"text":"Bayat?","start":30.619999,"end":31.099998,"sentiment":"neutral","sentiment_score":0.026598423719406128},{"text":"Yeah.","start":31.099998,"end":31.58,"sentiment":"neutral","sentiment_score":0.020713768899440765}],"sentiment":"neutral","sentiment_score":0.023656096309423447,"channel":0,"num_words":2,"start":30.619999,"end":31.58},{"sentences":[{"text":"Yes.","start":31.18,"end":31.68,"sentiment":"neutral","sentiment_score":0.030583247542381287}],"sentiment":"neutral","sentiment_score":0.030583247542381287,"channel":1,"num_words":1,"start":31.18,"end":31.68},{"sentences":[{"text":"Just I just wanted to get back to you regarding your issue, your email","start":31.58,"end":39.04,"sentiment":"neutral","sentiment_score":0.04053893006805863}],"sentiment":"neutral","sentiment_score":0.04053893006805863,"channel":0,"num_words":14,"start":31.58,"end":39.04},{"sentences":[{"text":"Yes.","start":39.02,"end":39.26,"sentiment":"neutral","sentiment_score":0.045987822115421295},{"text":"Yes.","start":39.26,"end":39.76,"sentiment":"neutral","sentiment_score":0.07384940981864929}],"sentiment":"neutral","sentiment_score":0.059918615967035294,"channel":1,"num_words":2,"start":39.02,"end":39.76},{"sentences":[{"text":"that you're having","start":39.34,"end":40.3,"sentiment":"neutral","sentiment_score":0.07571112861235936}],"sentiment":"neutral","sentiment_score":0.07571112861235936,"channel":0,"num_words":3,"start":39.34,"end":40.3},{"sentences":[{"text":"Thank you","start":39.9,"end":40.379997,"sentiment":"positive","sentiment_score":0.5405349582433701}],"sentiment":"positive","sentiment_score":0.5405349582433701,"channel":1,"num_words":2,"start":39.9,"end":40.379997},{"sentences":[{"text":"Internet","start":40.3,"end":40.8,"sentiment":"positive","sentiment_score":0.5379472374916077}],"sentiment":"positive","sentiment_score":0.5379472374916077,"channel":0,"num_words":1,"start":40.3,"end":40.8},{"sentences":[{"text":"so much.","start":40.379997,"end":40.86,"sentiment":"positive","sentiment_score":0.5968016684055328},{"text":"Thank you.","start":40.86,"end":41.6,"sentiment":"positive","sentiment_score":0.41696424782276154}],"sentiment":"positive","sentiment_score":0.5068829581141472,"channel":1,"num_words":4,"start":40.379997,"end":41.6},{"sentences":[{"text":"yeah.","start":41.18,"end":41.5,"sentiment":"neutral","sentiment_score":0.11496002972126008},{"text":"Internet 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slow.","start":63.32,"end":65.340004,"sentiment":"negative","sentiment_score":-0.45972060561180117}],"sentiment":"neutral","sentiment_score":-0.29933532023871384,"channel":1,"num_words":27,"start":53.045,"end":65.340004},{"sentences":[{"text":"Even I couldn't see my Instagram.","start":65.880005,"end":68.54,"sentiment":"negative","sentiment_score":-0.3798527220884959},{"text":"And I just I'm not at home.","start":69.56,"end":71.96,"sentiment":"neutral","sentiment_score":-0.2797717877796718},{"text":"I'm not using.","start":71.96,"end":72.94,"sentiment":"neutral","sentiment_score":-0.27703405419985455},{"text":"And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to 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for one day.","start":126.82,"end":128.98,"sentiment":"neutral","sentiment_score":-0.10440557450056076},{"text":"It's not it is slow.","start":128.98,"end":130.92,"sentiment":"negative","sentiment_score":-0.3646117091178894},{"text":"It's for one day.","start":130.98,"end":132.135,"sentiment":"neutral","sentiment_score":-0.19894303381443024},{"text":"But I'm talking for one month.","start":132.295,"end":134.47499,"sentiment":"neutral","sentiment_score":-0.1868364637096723}],"sentiment":"neutral","sentiment_score":-0.19891713300476904,"channel":1,"num_words":23,"start":126.82,"end":134.47499},{"sentences":[{"text":"Mhmm.","start":134.905,"end":135.405,"sentiment":"neutral","sentiment_score":-0.044792290776968},{"text":"Yeah.","start":136.985,"end":137.22499,"sentiment":"neutral","sentiment_score":-0.010729791596531868},{"text":"Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the 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myself.","start":209.26999,"end":212.33,"sentiment":"neutral","sentiment_score":-0.017502250708639623},{"text":"It couldn't even download Instagram or something like that.","start":212.39,"end":215.67,"sentiment":"negative","sentiment_score":-0.3360944191614787},{"text":"The speed is very, very slow.","start":215.67,"end":217.605,"sentiment":"negative","sentiment_score":-0.6056485176086426}],"sentiment":"neutral","sentiment_score":-0.26125320812894237,"channel":1,"num_words":45,"start":203.67,"end":217.605},{"sentences":[{"text":"And, yeah, I use it only at nine.","start":217.765,"end":220.905,"sentiment":"neutral","sentiment_score":-0.06822399143129587},{"text":"So nine is not doesn't have any traffic, doesn't have any issue.","start":220.965,"end":225.545,"sentiment":"neutral","sentiment_score":-0.053431386026204564},{"text":"So I was surprised that the speed is like 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resolved.","start":257.275,"end":263.39,"sentiment":"neutral","sentiment_score":-0.02861531780046575},{"text":"So we just wanted to do some steps on your end.","start":264.65002,"end":268.75,"sentiment":"neutral","sentiment_score":0.0019310900772159744}],"sentiment":"neutral","sentiment_score":-0.05145181103476456,"channel":0,"num_words":70,"start":232.40001,"end":268.75},{"sentences":[{"text":"That is the email that I sent you.","start":269.13,"end":270.97,"sentiment":"neutral","sentiment_score":-0.015097490046173334},{"text":"And if it still doesn't work, escalate the issue further for them to check 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still.","start":292.9,"end":299.24002,"sentiment":"neutral","sentiment_score":-0.08877433865116192}],"sentiment":"neutral","sentiment_score":-0.02590959964852248,"channel":0,"num_words":28,"start":285.115,"end":299.24002},{"sentences":[{"text":"Uh-huh.","start":299.57,"end":299.89,"sentiment":"neutral","sentiment_score":-0.011817211285233498},{"text":"Yeah.","start":299.89,"end":300.37003,"sentiment":"neutral","sentiment_score":0.004025842063128948},{"text":"I saw that.","start":300.37003,"end":301.25,"sentiment":"neutral","sentiment_score":-0.0010202803338567417},{"text":"Yeah.","start":301.25,"end":301.49002,"sentiment":"neutral","sentiment_score":0.012074780650436878},{"text":"I saw 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for","start":304.31497,"end":304.79498,"sentiment":"neutral","sentiment_score":0.09724913910031319}],"sentiment":"neutral","sentiment_score":0.1112477257847786,"channel":0,"num_words":5,"start":303.19498,"end":304.79498},{"sentences":[{"text":"Thank you.","start":304.595,"end":305.235,"sentiment":"neutral","sentiment_score":0.18299176543951035}],"sentiment":"neutral","sentiment_score":0.18299176543951035,"channel":1,"num_words":2,"start":304.595,"end":305.235},{"sentences":[{"text":"now.","start":304.79498,"end":305.29498,"sentiment":"neutral","sentiment_score":0.12787801027297974}],"sentiment":"neutral","sentiment_score":0.12787801027297974,"channel":0,"num_words":1,"start":304.79498,"end":305.29498},{"sentences":[{"text":"Thank you.","start":305.235,"end":305.875,"sentiment":"neutral","sentiment_score":0.20569224655628204},{"text":"Bye.","start":305.875,"end":306.375,"sentiment":"neutral","sentiment_score":0.0808592289686203}],"sentiment":"neutral","sentiment_score":0.16408124069372812,"channel":1,"num_words":3,"start":305.235,"end":306.375},{"sentences":[{"text":"Sorry sorry for this inconvenience.","start":306.155,"end":308.335,"sentiment":"neutral","sentiment_score":-0.1370925709605217}],"sentiment":"neutral","sentiment_score":-0.1370925709605217,"channel":0,"num_words":5,"start":306.155,"end":308.335},{"sentences":[{"text":"Thank you.","start":307.875,"end":308.35498,"sentiment":"neutral","sentiment_score":0.17739510536193848},{"text":"Take care.","start":308.35498,"end":309.095,"sentiment":"neutral","sentiment_score":0.11462076008319855},{"text":"No.","start":309.555,"end":309.79498,"sentiment":"neutral","sentiment_score":-0.01668711006641388},{"text":"No.","start":309.79498,"end":310.115,"sentiment":"neutral","sentiment_score":-0.018050234764814377}],"sentiment":"neutral","sentiment_score":0.0915490643431743,"channel":1,"num_words":6,"start":307.875,"end":310.115},{"sentences":[{"text":"Yeah.","start":309.91498,"end":310.41498,"sentiment":"neutral","sentiment_score":0.024745170027017593}],"sentiment":"neutral","sentiment_score":0.024745170027017593,"channel":0,"num_words":1,"start":309.91498,"end":310.41498},{"sentences":[{"text":"Take care.","start":310.115,"end":310.595,"sentiment":"neutral","sentiment_score":0.04953516460955143},{"text":"Thank you.","start":310.595,"end":310.995,"sentiment":"neutral","sentiment_score":0.15819673240184784},{"text":"Bye.","start":310.995,"end":311.495,"sentiment":"neutral","sentiment_score":-0.0789344385266304}],"sentiment":"neutral","sentiment_score":0.06730587109923362,"channel":1,"num_words":5,"start":310.115,"end":311.495}]},"summary":{"result":"success","short":"A customer calls Ertle tech support about a slow internet speed issue. The agent asks for the customer's name and explains that the issue has been resolved. The agent sends an email to the customer and asks them to reply if the steps don't work. The agent also reminds the customer that the issue has been resolved and asks them to check again if the steps don't work."},"intents":{"segments":[{"text":"a missed call from you. I can see may I know your name, please, for me to check the account?","start_word":26,"end_word":45,"intents":[{"intent":"Check account","confidence_score":0.18692881}]},{"text":"Just I just wanted to get back to you regarding your issue, your email Yes. Yes.","start_word":71,"end_word":86,"intents":[{"intent":"Get back to speaker 1","confidence_score":0.0045501944}]},{"text":"Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the connection. Get back your Internet.","start_word":305,"end_word":339,"intents":[{"intent":"Provide instruction","confidence_score":0.005467226}]},{"text":"Because, honestly, if the Internet speed is like this, I have to cancel it.","start_word":383,"end_word":396,"intents":[{"intent":"Cancel service","confidence_score":0.2755458}]},{"text":"And it's I use Internet for myself. There is not sharing with others. I'm only one.","start_word":456,"end_word":471,"intents":[{"intent":"Use internet","confidence_score":0.026249932}]},{"text":"So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location. That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website.","start_word":548,"end_word":588,"intents":[{"intent":"Request technical assistance","confidence_score":0.08421986}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Marnie from Ertle tech support. Hello.","start_word":0,"end_word":10,"sentiment":"neutral","sentiment_score":0.1969945132732391},{"text":"Good How morning.","start_word":11,"end_word":13,"sentiment":"positive","sentiment_score":0.3394053280353546},{"text":"can I assist you today? Yeah. Yes, Yes. sir. I have Mhmm. a missed call from you. I can see may I know your name, please, for me to check the account? May I ask that you call from where? This is from Ertel. Am I speaking with Farzinich Yes. Yes. Yes. Yes. Yes. Bayat? Yeah. Yes. Just I just wanted to get back to you regarding your issue, your email Yes. Yes.","start_word":14,"end_word":86,"sentiment":"neutral","sentiment_score":0.03045613132417202},{"text":"that you're having Thank you Internet so much. Thank you.","start_word":87,"end_word":96,"sentiment":"positive","sentiment_score":0.3566949665546417},{"text":"yeah. Internet speed. Have you received the email that I sent you, like, the steps? No. I had one general email that's in a specific day.","start_word":97,"end_word":122,"sentiment":"neutral","sentiment_score":-0.06925970315933228},{"text":"It is slow.","start_word":123,"end_word":125,"sentiment":"negative","sentiment_score":-0.34886324405670166},{"text":"But now I think it's around one month.","start_word":126,"end_word":133,"sentiment":"neutral","sentiment_score":-0.25471895933151245},{"text":"The speed is very slow. Even I couldn't see my Instagram.","start_word":134,"end_word":144,"sentiment":"negative","sentiment_score":-0.40616998076438904},{"text":"And I just I'm not at home. I'm not using. And the problem is Wi Fi because I use my Wi Fi only at night because I work from eight to eight. Mhmm. So when I try that, for example, 9PM, to check, for example, very specific it's not a specific item.","start_word":145,"end_word":196,"sentiment":"neutral","sentiment_score":-0.28505823016166687},{"text":"It's not, for example, download articles, studying. It's not just checking routing inside around something like that. It couldn't. It has stopped. So it's around one month I have this issue. It's not for one day or today.","start_word":197,"end_word":234,"sentiment":"negative","sentiment_score":-0.4258037507534027},{"text":"Yeah.","start_word":235,"end_word":235,"sentiment":"neutral","sentiment_score":-0.217514306306839},{"text":"We understand your frustration.","start_word":236,"end_word":239,"sentiment":"negative","sentiment_score":-0.3584081828594208},{"text":"But have you received my email? I sent it to you March 23. Did you Like send I a specific email to me or general one? It's the general one. It's an Yeah. instruction There is email. one general Yeah. one that it said that for one day.","start_word":240,"end_word":287,"sentiment":"neutral","sentiment_score":-0.014118755236268044},{"text":"It's not it is slow.","start_word":288,"end_word":292,"sentiment":"negative","sentiment_score":-0.3428238034248352},{"text":"It's for one day. But I'm talking for one month. Mhmm. Yeah. Because we are advised that this issue has been resolved, and I send you an instruction on what to do on your end for you to get back to the connection. Get back your Internet. No. I don't have this one. Can you send it again for me? Is it possible for you? Yeah. Okay. Sure. I'll send it to you then. If it still doesn't work, kindly get back to us so we can further Yeah. invest.","start_word":293,"end_word":382,"sentiment":"neutral","sentiment_score":-0.05369693785905838},{"text":"Because, honestly, if the Internet speed is like this, I have to cancel it. I'm not happy about it because there is some options.","start_word":383,"end_word":406,"sentiment":"negative","sentiment_score":-0.5362913608551025},{"text":"For example, one of them is a slower speed. It is $60 paying per month.","start_word":407,"end_word":421,"sentiment":"neutral","sentiment_score":-0.3012540638446808},{"text":"Another one, it has said that better speed, $85. I choose the second one to have a better speed, but I saw that for very, very simple items, it couldn't download. It couldn't work. And it's I use Internet for myself. There is not sharing with others. I'm only one.","start_word":422,"end_word":471,"sentiment":"negative","sentiment_score":-0.3884483277797699},{"text":"So what's the problem? So you know that sometimes it is a family use it, but I'm not a family. I'm a single person, and I use it for myself. It couldn't even download Instagram or something like that.","start_word":472,"end_word":510,"sentiment":"neutral","sentiment_score":-0.21165991670046097},{"text":"The speed is very, very slow.","start_word":511,"end_word":516,"sentiment":"negative","sentiment_score":-0.6042513847351074},{"text":"And, yeah, I use it only at nine. So nine is not doesn't have any traffic, doesn't have any issue. So I was surprised that the speed is like that. Yeah. So, actually, we we've been facing issue regarding the GEO IP where there's a database mismatches of IP location. That's why you're having issue with the Internet speed, and some other customers having issue about accessing TV streaming channels and website. But our back end team and engineering team informed us this, that this has now been resolved. So we just wanted to do some steps on your end. That is the email that I sent you. And if it still doesn't work, escalate the issue further for them to check again. Okay. Yeah. Okay.","start_word":517,"end_word":642,"sentiment":"neutral","sentiment_score":-0.06507115066051483},{"text":"Thank you so much.","start_word":643,"end_word":646,"sentiment":"positive","sentiment_score":0.4045827984809875},{"text":"That's fine. Yes. Thanks for Okay. your help. So I'm waiting for your email, then I check it. Thank you. Yeah. I actually did send you the email already while we're on the phone. Yeah. Then kindly just reply to the email if these steps doesn't work still. Uh-huh. Yeah. I saw that. Yeah. I saw the Yeah. email. Okay. Thank you. Bye for Thank you. now. Thank you. Bye. Sorry sorry for this inconvenience. Thank you. Take care. No. No. Yeah. Take care. Thank you. Bye.","start_word":647,"end_word":733,"sentiment":"neutral","sentiment_score":0.05821536335794405}],"average":{"sentiment":"neutral","sentiment_score":-0.12095185807607706}}}}