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So in that case, it might be deleted the credentials of the router? Because, yeah, you reset you received reset the router. Is it okay if I put you on hold? Let me just check your account. Am I speaking with Bart Kenneth? Okay. Hang on. Hello, Bart? Yes. Thank you for waiting. So right now, we did a reboot on the network side at your address. So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again with the triple PoE credentials because you you reset to the router, so it deleted the credentials. Do you want me to walk you through the steps or send you an email instruction instead on how to connect your router? Okay. Sure. Can we log in to the router's interface? Mhmm. Mhmm. Yeah. That's correct. It should be connected with the router's Wi Fi even though it has no Internet connection for you to access it. Mhmm. It's not showing also on the Wi Fi available on your device? Okay. Can you see the stickers at the back of your router? There should be the Wi Fi password there. It says Wi Fi key or w LAN key. Mhmm. Sure. Okay. So, yep, on your browser, in the address bar, type the IP address, print it on the back of your router also. Can you see a PPPoE connection? Oh, that's a nice. Yeah. That's correct. Then Yes. So for the username and password, I'll send it to you now via SMS. Yeah. Okay. Hang on. There you go. Have you received the message? Okay. So for the username and password at the triple POE, kindly enter that one. Mhmm. Yeah. Can you skip that one? Mhmm. Yeah. But you can change it later on. Okay. Mhmm. Okay. Uh-uh. So we did a reboot on the network site. Can you check your IP address again? Let me check it. Okay. Sure. Hello? Sorry. Mhmm. Okay. I see. So the the 2.4 gigahertz is works better for longer range. It covers more of your house. It's more stable through walls and obstacles, slightly slower speeds compared to five g. So the five gigahertz is works better for faster speeds. It's good for streaming, gaming, video calls. It's best when you're close to the router, but doesn't travel as far far as the point four and can be weaker through walls. Mhmm. Mhmm. But upon checking on your end, the line is online already. It's up and running. But are you able to access the Internet now or still no. Okay. Sure. Actually, for that, we're not yet sure yet. We're still investigating the issue because a lot of customers are also complaining that their IP address have changed after the upgrade thing that we did. Yeah. Mhmm. So are you able to check check it again now? The IP address, if it's still can we do speed test? Mhmm. But may I know again how did you know how did you know that you're not getting the correct IP? Okay. I see. Can we do a speed test now for us to check? Because it will also determine the IP your IP location upon doing the speed test. Yeah. How about the jail location? Can you see the it says jail location? Utah? Okay. Can you can we try to you said you're doing a stream? Are you able to can you try to log in there for us to check if it's still saying you wrong? Is that the error message you're receiving also? Okay. I see. Are you able to, like, reset the TV? Okay. Okay. I see. So now what we're going to do is log a phone to the super network directly because this is a network phone. I already take a note on your concern regarding the IP location. So is it okay if I give you a callback for update, mhmm, within this day? And I'll be also sending you the ticket number for your reference via email. Yeah. That's correct. This is a network network. Probably because you are not the only one who raised this kind of concern regarding the network. Actually, after we did the upgrade, a lot of customers complaining regarding this same issue. So we're not yet sure what's happening with the Supa network. Mhmm. So, yeah, we'll be calling you later within this day. Just keep your lines open, and I'm going to send you the ticket number reference by email. Mhmm. That we did the love ticket for. Yeah. If you're able to inform to inform him regarding it, if it's if he also experiencing it. Yeah. That's correct. So I'll be sending it to you shortly. Mhmm. Okay. So, yeah, we'll be going to just update you within this day. Bye for now. Yeah. 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Good morning. This is Maureen from Erdo tech support. How can I assist you today? Mhmm.\n\nMhmm. Okay. I see. Did you press anything with the router? Okay.\n\nI see. So in that case, it might be deleted the credentials of the router? Because, yeah, you reset you received reset the router. Is it okay if I put you on hold? Let me just check your account.\n\nAm I speaking with Bart Kenneth? Okay. Hang on. Hello, Bart? Yes.\n\nThank you for waiting. So right now, we did a reboot on the network side at your address. So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again with the triple PoE credentials because you you reset to the router, so it deleted the credentials. Do you want me to walk you through the steps or send you an email instruction instead on how to connect your router? Okay.\n\nSure. Can we log in to the router's interface? Mhmm. Mhmm. Yeah.\n\nThat's correct. It should be connected with the router's Wi Fi even though it has no Internet connection for you to access it. Mhmm. It's not showing also on the Wi Fi available on your device? Okay.\n\nCan you see the stickers at the back of your router? There should be the Wi Fi password there. It says Wi Fi key or w LAN key. Mhmm. Sure.\n\nOkay. So, yep, on your browser, in the address bar, type the IP address, print it on the back of your router also. Can you see a PPPoE connection? Oh, that's a nice. Yeah.\n\nThat's correct. Then Yes. So for the username and password, I'll send it to you now via SMS. Yeah. Okay.\n\nHang on. There you go. Have you received the message? Okay. So for the username and password at the triple POE, kindly enter that one.\n\nMhmm. Yeah. Can you skip that one? Mhmm. Yeah.\n\nBut you can change it later on. Okay. Mhmm. Okay. Uh-uh.\n\nSo we did a reboot on the network site. Can you check your IP address again? Let me check it. Okay. Sure.\n\nHello? Sorry. Mhmm. Okay. I see.\n\nSo the the 2.4 gigahertz is works better for longer range. It covers more of your house. It's more stable through walls and obstacles, slightly slower speeds compared to five g. So the five gigahertz is works better for faster speeds. It's good for streaming, gaming, video calls.\n\nIt's best when you're close to the router, but doesn't travel as far far as the point four and can be weaker through walls. Mhmm. Mhmm. But upon checking on your end, the line is online already. It's up and running.\n\nBut are you able to access the Internet now or still no. Okay. Sure. Actually, for that, we're not yet sure yet. We're still investigating the issue because a lot of customers are also complaining that their IP address have changed after the upgrade thing that we did.\n\nYeah. Mhmm. So are you able to check check it again now? The IP address, if it's still can we do speed test? Mhmm.\n\nBut may I know again how did you know how did you know that you're not getting the correct IP? Okay. I see. Can we do a speed test now for us to check? Because it will also determine the IP your IP location upon doing the speed test.\n\nYeah. How about the jail location? Can you see the it says jail location? Utah? Okay.\n\nCan you can we try to you said you're doing a stream? Are you able to can you try to log in there for us to check if it's still saying you wrong? Is that the error message you're receiving also? Okay. I see.\n\nAre you able to, like, reset the TV? Okay. Okay. I see. So now what we're going to do is log a phone to the super network directly because this is a network phone.\n\nI already take a note on your concern regarding the IP location. So is it okay if I give you a callback for update, mhmm, within this day? And I'll be also sending you the ticket number for your reference via email. Yeah. That's correct.\n\nThis is a network network. Probably because you are not the only one who raised this kind of concern regarding the network. Actually, after we did the upgrade, a lot of customers complaining regarding this same issue. So we're not yet sure what's happening with the Supa network. Mhmm.\n\nSo, yeah, we'll be calling you later within this day. Just keep your lines open, and I'm going to send you the ticket number reference by email. Mhmm. That we did the love ticket for. Yeah.\n\nIf you're able to inform to inform him regarding it, if it's if he also experiencing it. Yeah. That's correct. So I'll be sending it to you shortly. Mhmm.\n\nOkay. So, yeah, we'll be going to just update you within this day. Bye for now. Yeah. Thank you.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.8399999,"end":2.24,"sentiment":"neutral","sentiment_score":0.14745154976844788},{"text":"Good morning.","start":2.24,"end":2.8,"sentiment":"positive","sentiment_score":0.39234454929828644},{"text":"This is Maureen from Erdo tech support.","start":2.8,"end":5.2799997,"sentiment":"positive","sentiment_score":0.35727979455675396},{"text":"How can I assist you today?","start":5.2799997,"end":6.66,"sentiment":"positive","sentiment_score":0.37059222161769867},{"text":"Mhmm.","start":13.545,"end":14.045,"sentiment":"neutral","sentiment_score":-0.019843993708491325}],"sentiment":"neutral","sentiment_score":0.3315769733094117,"num_words":17,"start":1.8399999,"end":14.045},{"sentences":[{"text":"Mhmm.","start":21.532501,"end":22.032501,"sentiment":"neutral","sentiment_score":-0.07429672032594681},{"text":"Okay.","start":56.879997,"end":57.36,"sentiment":"neutral","sentiment_score":-0.047667812556028366},{"text":"I see.","start":57.36,"end":57.94,"sentiment":"neutral","sentiment_score":-0.03316728211939335},{"text":"Did you press anything with the router?","start":59.199997,"end":61.219997,"sentiment":"neutral","sentiment_score":-0.03797926753759384},{"text":"Okay.","start":68.4,"end":68.72,"sentiment":"neutral","sentiment_score":-0.0114207211881876}],"sentiment":"neutral","sentiment_score":-0.03879789092267553,"num_words":12,"start":21.532501,"end":68.72},{"sentences":[{"text":"I see.","start":68.72,"end":69.38,"sentiment":"neutral","sentiment_score":-0.01593424053862691},{"text":"So in that case, it might be deleted the credentials of the router?","start":69.6,"end":76.235,"sentiment":"neutral","sentiment_score":-0.06837295153393196},{"text":"Because, yeah, you reset you received reset the router.","start":77.655,"end":81.994995,"sentiment":"neutral","sentiment_score":-0.042802086306942835},{"text":"Is it okay if I put you on hold?","start":82.854996,"end":85.71,"sentiment":"neutral","sentiment_score":0.012656569066974852},{"text":"Let me just check your account.","start":85.71,"end":87.33,"sentiment":"neutral","sentiment_score":0.013136528432369232}],"sentiment":"neutral","sentiment_score":-0.028543777835483734,"num_words":39,"start":68.72,"end":87.33},{"sentences":[{"text":"Am I speaking with Bart Kenneth?","start":89.31,"end":91.09,"sentiment":"neutral","sentiment_score":0.013561254677673181},{"text":"Okay.","start":92.75,"end":93.229996,"sentiment":"neutral","sentiment_score":0.016119182109832764},{"text":"Hang on.","start":93.229996,"end":94.05,"sentiment":"neutral","sentiment_score":0.011632045265287161},{"text":"Hello, Bart?","start":285.08002,"end":285.98,"sentiment":"neutral","sentiment_score":0.0283503457903862},{"text":"Yes.","start":287.605,"end":287.92502,"sentiment":"neutral","sentiment_score":0.11336645483970642}],"sentiment":"neutral","sentiment_score":0.02423482892724375,"num_words":12,"start":89.31,"end":287.92502},{"sentences":[{"text":"Thank you for waiting.","start":287.92502,"end":288.885,"sentiment":"neutral","sentiment_score":0.2833031043410301},{"text":"So right now, we did a reboot on the network side at your address.","start":288.885,"end":297.945,"sentiment":"neutral","sentiment_score":0.0401204310889755},{"text":"So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again with the triple PoE credentials because you you reset to the router, so it deleted the credentials.","start":298.48502,"end":318.615,"sentiment":"neutral","sentiment_score":-0.015482503070690951},{"text":"Do you want me to walk you through the steps or send you an email instruction instead on how to connect your router?","start":319.79498,"end":326.53497,"sentiment":"neutral","sentiment_score":0.06035984744844229},{"text":"Okay.","start":328.115,"end":328.615,"sentiment":"neutral","sentiment_score":0.046302929520606995}],"sentiment":"neutral","sentiment_score":0.02898506166358643,"num_words":85,"start":287.92502,"end":328.615},{"sentences":[{"text":"Sure.","start":328.75497,"end":329.25497,"sentiment":"neutral","sentiment_score":0.053735148161649704},{"text":"Can we log in to the router's interface?","start":331.1,"end":333.76,"sentiment":"neutral","sentiment_score":0.03964622598141432},{"text":"Mhmm.","start":335.74,"end":336.24,"sentiment":"neutral","sentiment_score":0.016588734462857246},{"text":"Mhmm.","start":345.135,"end":345.635,"sentiment":"neutral","sentiment_score":0.0031785028986632824},{"text":"Yeah.","start":357.45502,"end":357.935,"sentiment":"neutral","sentiment_score":-0.009888073429465294}],"sentiment":"neutral","sentiment_score":0.03173200999541829,"num_words":12,"start":328.75497,"end":357.935},{"sentences":[{"text":"That's correct.","start":357.935,"end":358.755,"sentiment":"positive","sentiment_score":0.38763561844825745},{"text":"It should be connected with the router's Wi Fi even though it has no Internet connection for you to access it.","start":359.69,"end":367.55002,"sentiment":"neutral","sentiment_score":0.214876512331622},{"text":"Mhmm.","start":368.17,"end":368.67,"sentiment":"neutral","sentiment_score":-0.08991308510303497},{"text":"It's not showing also on the Wi Fi available on your device?","start":383.155,"end":391.31,"sentiment":"neutral","sentiment_score":-0.14220035510758558},{"text":"Okay.","start":401.38498,"end":401.88498,"sentiment":"neutral","sentiment_score":-0.08652342855930328}],"sentiment":"neutral","sentiment_score":0.09202262759208679,"num_words":37,"start":357.935,"end":401.88498},{"sentences":[{"text":"Can you see the stickers at the back of your router?","start":402.745,"end":406.76498,"sentiment":"neutral","sentiment_score":-0.0007362050766294652},{"text":"There should be the Wi Fi password there.","start":407.94498,"end":410.525,"sentiment":"neutral","sentiment_score":0.01312964130192995},{"text":"It says Wi Fi key or w LAN key.","start":411.78497,"end":421.33002,"sentiment":"neutral","sentiment_score":0.01630716688103146},{"text":"Mhmm.","start":422.43002,"end":422.93002,"sentiment":"neutral","sentiment_score":0.03154252842068672},{"text":"Sure.","start":423.07,"end":423.57,"sentiment":"neutral","sentiment_score":0.08661562204360962}],"sentiment":"neutral","sentiment_score":0.012062050898869832,"num_words":30,"start":402.745,"end":423.57},{"sentences":[{"text":"Okay.","start":477.98,"end":478.48,"sentiment":"neutral","sentiment_score":0.058994174003601074},{"text":"So, yep, on your browser, in the address bar, type the IP address, print it on the back of your router also.","start":478.7,"end":487.325,"sentiment":"neutral","sentiment_score":0.04449633288789879},{"text":"Can you see a PPPoE connection?","start":501.59,"end":504.16998,"sentiment":"neutral","sentiment_score":0.09533662845691045},{"text":"Oh, that's a nice.","start":506.31,"end":507.285,"sentiment":"neutral","sentiment_score":0.31758923828601837},{"text":"Yeah.","start":518.565,"end":518.885,"sentiment":"neutral","sentiment_score":0.1399458646774292}],"sentiment":"neutral","sentiment_score":0.08883047312059823,"num_words":34,"start":477.98,"end":518.885},{"sentences":[{"text":"That's correct.","start":518.885,"end":519.705,"sentiment":"neutral","sentiment_score":0.17823059111833572},{"text":"Then Yes.","start":520.645,"end":523.26,"sentiment":"neutral","sentiment_score":0.08545500785112381},{"text":"So for the username and password, I'll send it to you now via SMS.","start":523.26,"end":528.64,"sentiment":"neutral","sentiment_score":0.12523652027760232},{"text":"Yeah.","start":530.7,"end":531.02,"sentiment":"neutral","sentiment_score":0.06737959384918213},{"text":"Okay.","start":531.02,"end":531.34,"sentiment":"neutral","sentiment_score":0.06133256480097771}],"sentiment":"neutral","sentiment_score":0.12046973202377557,"num_words":20,"start":518.885,"end":531.34},{"sentences":[{"text":"Hang on.","start":531.34,"end":532.16003,"sentiment":"neutral","sentiment_score":0.048655495047569275},{"text":"There you go.","start":620.04504,"end":621.005,"sentiment":"neutral","sentiment_score":0.05205319821834564},{"text":"Have you received the message?","start":621.005,"end":622.54504,"sentiment":"neutral","sentiment_score":0.04373503848910332},{"text":"Okay.","start":628.92,"end":629.42,"sentiment":"neutral","sentiment_score":0.05237251520156861},{"text":"So for the username and password at the triple POE, kindly enter that one.","start":630.44,"end":637.01996,"sentiment":"neutral","sentiment_score":0.041662530707461495}],"sentiment":"neutral","sentiment_score":0.04431174889206886,"num_words":25,"start":531.34,"end":637.01996},{"sentences":[{"text":"Mhmm.","start":663.79004,"end":664.29004,"sentiment":"neutral","sentiment_score":0.019136551767587665},{"text":"Yeah.","start":674.085,"end":674.485,"sentiment":"neutral","sentiment_score":-0.020732788369059563},{"text":"Can you skip that one?","start":674.485,"end":676.265,"sentiment":"neutral","sentiment_score":-0.0592086523771286},{"text":"Mhmm.","start":677.925,"end":678.425,"sentiment":"neutral","sentiment_score":-0.0016012964770197868},{"text":"Yeah.","start":689.06,"end":689.56,"sentiment":"neutral","sentiment_score":0.034170497208833694}],"sentiment":"neutral","sentiment_score":-0.029452255306144554,"num_words":9,"start":663.79004,"end":689.56},{"sentences":[{"text":"But you can change it later on.","start":690.02,"end":694.44,"sentiment":"neutral","sentiment_score":0.04179200210741588},{"text":"Okay.","start":705.105,"end":705.605,"sentiment":"neutral","sentiment_score":-0.0006506619974970818},{"text":"Mhmm.","start":787.385,"end":787.46497,"sentiment":"neutral","sentiment_score":0.01986534520983696},{"text":"Okay.","start":787.46497,"end":787.96497,"sentiment":"neutral","sentiment_score":0.05952593311667442},{"text":"Uh-uh.","start":788.745,"end":789.245,"sentiment":"neutral","sentiment_score":-0.004800672642886639}],"sentiment":"neutral","sentiment_score":0.033316723494367165,"num_words":11,"start":690.02,"end":789.245},{"sentences":[{"text":"So we did a reboot on the network site.","start":789.305,"end":792.445,"sentiment":"neutral","sentiment_score":0.01913496582872338},{"text":"Can you check your IP address again?","start":792.665,"end":794.685,"sentiment":"neutral","sentiment_score":0.0074121493047901565},{"text":"Let me check it.","start":797.12994,"end":802.02997,"sentiment":"neutral","sentiment_score":0.01565051544457674},{"text":"Okay.","start":802.25,"end":802.64996,"sentiment":"neutral","sentiment_score":0.03950728103518486},{"text":"Sure.","start":802.64996,"end":803.14996,"sentiment":"neutral","sentiment_score":0.03617915138602257}],"sentiment":"neutral","sentiment_score":0.01647219235416163,"num_words":22,"start":789.305,"end":803.14996},{"sentences":[{"text":"Hello?","start":834.215,"end":834.53503,"sentiment":"neutral","sentiment_score":-0.01927352324128151},{"text":"Sorry.","start":834.53503,"end":835.03503,"sentiment":"neutral","sentiment_score":-0.04914271458983421},{"text":"Mhmm.","start":837.335,"end":837.835,"sentiment":"neutral","sentiment_score":-0.0009295917116105556},{"text":"Okay.","start":844.775,"end":845.015,"sentiment":"neutral","sentiment_score":0.05073727294802666},{"text":"I see.","start":845.015,"end":845.335,"sentiment":"neutral","sentiment_score":0.07328604534268379}],"sentiment":"neutral","sentiment_score":0.021327255681777995,"num_words":6,"start":834.215,"end":845.335},{"sentences":[{"text":"So the the 2.4 gigahertz is works better for longer range.","start":845.335,"end":850.33,"sentiment":"neutral","sentiment_score":0.1792530525814403},{"text":"It covers more of your house.","start":850.87,"end":852.65,"sentiment":"neutral","sentiment_score":0.23327250530322394},{"text":"It's more stable through walls and obstacles, slightly slower speeds compared to five g.","start":852.71,"end":859.29004,"sentiment":"neutral","sentiment_score":0.10295253619551659},{"text":"So the five gigahertz is works better for faster speeds.","start":859.785,"end":864.125,"sentiment":"neutral","sentiment_score":0.26626768708229065},{"text":"It's good for streaming, gaming, video calls.","start":864.265,"end":866.925,"sentiment":"positive","sentiment_score":0.49961328506469727}],"sentiment":"neutral","sentiment_score":0.2285984163172543,"num_words":48,"start":845.335,"end":866.925},{"sentences":[{"text":"It's best when you're close to the router, but doesn't travel as far far as the point four and can be weaker through walls.","start":867.545,"end":876.49005,"sentiment":"neutral","sentiment_score":-0.04261075332760811},{"text":"Mhmm.","start":879.03,"end":879.53,"sentiment":"neutral","sentiment_score":-0.009587778709828854},{"text":"Mhmm.","start":891.70496,"end":892.20496,"sentiment":"neutral","sentiment_score":-0.014656619168817995},{"text":"But upon checking on your end, the line is online already.","start":892.58496,"end":898.02496,"sentiment":"neutral","sentiment_score":0.023271113634109497},{"text":"It's up and running.","start":898.02496,"end":899.165,"sentiment":"neutral","sentiment_score":0.12400951981544495}],"sentiment":"neutral","sentiment_score":-0.007192247524494078,"num_words":41,"start":867.545,"end":899.165},{"sentences":[{"text":"But are you able to access the Internet now or still no.","start":904.47003,"end":909.86,"sentiment":"neutral","sentiment_score":-0.060949322767555714},{"text":"Okay.","start":915.84503,"end":916.16504,"sentiment":"neutral","sentiment_score":0.03928202763199806},{"text":"Sure.","start":916.16504,"end":916.66504,"sentiment":"neutral","sentiment_score":0.09687554091215134},{"text":"Actually, for that, we're not yet sure yet.","start":933.86005,"end":937.16003,"sentiment":"neutral","sentiment_score":-0.15334467962384224},{"text":"We're still investigating the issue because a lot of customers are also complaining that their IP address have changed after the upgrade thing that we did.","start":937.22003,"end":950.125,"sentiment":"neutral","sentiment_score":-0.14383810013532639}],"sentiment":"neutral","sentiment_score":-0.11587046552449465,"num_words":48,"start":904.47003,"end":950.125},{"sentences":[{"text":"Yeah.","start":952.505,"end":953.005,"sentiment":"neutral","sentiment_score":0.2035929560661316},{"text":"Mhmm.","start":953.78503,"end":954.28503,"sentiment":"neutral","sentiment_score":0.09564439952373505},{"text":"So are you able to check check it again now?","start":955.24005,"end":959.58,"sentiment":"neutral","sentiment_score":0.06337647177278996},{"text":"The IP address, if it's still can we do speed test?","start":963.4,"end":971.785,"sentiment":"neutral","sentiment_score":0.022427608174356548},{"text":"Mhmm.","start":973.365,"end":973.865,"sentiment":"neutral","sentiment_score":-0.021864131093025208}],"sentiment":"neutral","sentiment_score":0.048243401339277625,"num_words":24,"start":952.505,"end":973.865},{"sentences":[{"text":"But may I know again how did you know how did you know that you're not getting the correct IP?","start":975.685,"end":982.505,"sentiment":"neutral","sentiment_score":-0.2630131646990776},{"text":"Okay.","start":1007.115,"end":1007.435,"sentiment":"neutral","sentiment_score":0.07581095397472382},{"text":"I see.","start":1007.435,"end":1008.09503,"sentiment":"neutral","sentiment_score":0.08989763259887695},{"text":"Can we do a speed test now for us to check?","start":1008.47504,"end":1011.215,"sentiment":"neutral","sentiment_score":0.13120271536436948},{"text":"Because it will also determine the IP your IP location upon doing the speed test.","start":1014.05,"end":1021.91003,"sentiment":"neutral","sentiment_score":0.10489104837179183}],"sentiment":"neutral","sentiment_score":-0.040572683269880255,"num_words":49,"start":975.685,"end":1021.91003},{"sentences":[{"text":"Yeah.","start":1059.545,"end":1060.045,"sentiment":"neutral","sentiment_score":-0.003259682096540928},{"text":"How about the jail location?","start":1060.185,"end":1062.59,"sentiment":"neutral","sentiment_score":-0.015255858190357685},{"text":"Can you see the it says jail location?","start":1062.73,"end":1064.99,"sentiment":"neutral","sentiment_score":-0.009735333267599344},{"text":"Utah?","start":1082.325,"end":1082.825,"sentiment":"neutral","sentiment_score":-0.01795460283756256},{"text":"Okay.","start":1087.125,"end":1087.62,"sentiment":"neutral","sentiment_score":0.023146335035562515}],"sentiment":"neutral","sentiment_score":-0.00951436918694526,"num_words":16,"start":1059.545,"end":1087.62},{"sentences":[{"text":"Can you can we try to you said you're doing a stream?","start":1088.18,"end":1093.5599,"sentiment":"neutral","sentiment_score":0.008773841216073682},{"text":"Are you able to can you try to log in there for us to check if it's still saying you wrong?","start":1102.365,"end":1108.945,"sentiment":"neutral","sentiment_score":-0.02799028300103687},{"text":"Is that the error message you're receiving also?","start":1119.63,"end":1122.69,"sentiment":"neutral","sentiment_score":-0.27453060261905193},{"text":"Okay.","start":1144.7051,"end":1145.2051,"sentiment":"neutral","sentiment_score":-0.0006761960685253143},{"text":"I see.","start":1145.425,"end":1146.12,"sentiment":"neutral","sentiment_score":0.004356055986136198}],"sentiment":"neutral","sentiment_score":-0.06069815348812633,"num_words":44,"start":1088.18,"end":1146.12},{"sentences":[{"text":"Are you able to, like, reset the TV?","start":1149.72,"end":1154.54,"sentiment":"neutral","sentiment_score":0.023191007785499096},{"text":"Okay.","start":1161.175,"end":1161.675,"sentiment":"neutral","sentiment_score":0.07218219339847565},{"text":"Okay.","start":1168.6951,"end":1169.095,"sentiment":"neutral","sentiment_score":0.052273642271757126},{"text":"I see.","start":1169.095,"end":1169.755,"sentiment":"neutral","sentiment_score":0.05156884528696537},{"text":"So now what we're going to do is log a phone to the super network directly because this is a network phone.","start":1170.7101,"end":1178.01,"sentiment":"neutral","sentiment_score":0.059574404477395794}],"sentiment":"neutral","sentiment_score":0.050698779030319524,"num_words":34,"start":1149.72,"end":1178.01},{"sentences":[{"text":"I already take a note on your concern regarding the IP location.","start":1179.51,"end":1184.25,"sentiment":"neutral","sentiment_score":-0.006940184161067009},{"text":"So is it okay if I give you a callback for update, mhmm, within this day?","start":1185.4249,"end":1193.125,"sentiment":"neutral","sentiment_score":0.11007876042276621},{"text":"And I'll be also sending you the ticket number for your reference via email.","start":1193.505,"end":1198.965,"sentiment":"neutral","sentiment_score":0.1178698113986424},{"text":"Yeah.","start":1202.82,"end":1203.14,"sentiment":"neutral","sentiment_score":0.005804836750030518},{"text":"That's correct.","start":1203.14,"end":1203.96,"sentiment":"neutral","sentiment_score":0.0642537772655487}],"sentiment":"neutral","sentiment_score":0.07694372683763503,"num_words":45,"start":1179.51,"end":1203.96},{"sentences":[{"text":"This is a network network.","start":1204.34,"end":1206.2,"sentiment":"neutral","sentiment_score":-0.09653325080871582},{"text":"Probably because you are not the only one who raised this kind of concern regarding the network.","start":1215.4149,"end":1224.075,"sentiment":"neutral","sentiment_score":-0.22234910200623906},{"text":"Actually, after we did the upgrade, a lot of customers complaining regarding this same issue.","start":1225.0149,"end":1232.4199,"sentiment":"neutral","sentiment_score":-0.29632636507352195},{"text":"So we're not yet sure what's happening with the Supa network.","start":1232.7999,"end":1238.58,"sentiment":"neutral","sentiment_score":-0.25221843069249933},{"text":"Mhmm.","start":1239.0399,"end":1239.5399,"sentiment":"neutral","sentiment_score":-0.016621891409158707}],"sentiment":"neutral","sentiment_score":-0.2346636957812066,"num_words":49,"start":1204.34,"end":1239.5399},{"sentences":[{"text":"So, yeah, we'll be calling you later within this day.","start":1240.6849,"end":1246.145,"sentiment":"neutral","sentiment_score":0.10377893596887589},{"text":"Just keep your lines open, and I'm going to send you the ticket number reference by email.","start":1247.405,"end":1254.145,"sentiment":"neutral","sentiment_score":0.10919455219717587},{"text":"Mhmm.","start":1254.205,"end":1254.705,"sentiment":"neutral","sentiment_score":0.03405846282839775},{"text":"That we did the love ticket for.","start":1255.5599,"end":1258.0599,"sentiment":"neutral","sentiment_score":0.05896186136773655},{"text":"Yeah.","start":1267.24,"end":1267.74,"sentiment":"neutral","sentiment_score":0.03692096471786499}],"sentiment":"neutral","sentiment_score":0.09382803344892131,"num_words":36,"start":1240.6849,"end":1267.74},{"sentences":[{"text":"If you're able to inform to inform him regarding it, if it's if he also experiencing it.","start":1268.6799,"end":1276.8351,"sentiment":"neutral","sentiment_score":0.011009347898995174},{"text":"Yeah.","start":1281.8551,"end":1282.255,"sentiment":"neutral","sentiment_score":0.12883561849594116},{"text":"That's correct.","start":1282.255,"end":1282.9751,"sentiment":"neutral","sentiment_score":0.23760075122117996},{"text":"So I'll be sending it to you shortly.","start":1282.9751,"end":1285.0751,"sentiment":"neutral","sentiment_score":0.23844905756413937},{"text":"Mhmm.","start":1286.82,"end":1287.32,"sentiment":"neutral","sentiment_score":0.32124602794647217}],"sentiment":"neutral","sentiment_score":0.1041391215062347,"num_words":29,"start":1268.6799,"end":1287.32},{"sentences":[{"text":"Okay.","start":1288.34,"end":1288.84,"sentiment":"neutral","sentiment_score":0.2383169531822205},{"text":"So, yeah, we'll be going to just update you within this day.","start":1289.06,"end":1294.02,"sentiment":"neutral","sentiment_score":0.29053813094894093},{"text":"Bye for now.","start":1294.02,"end":1295.08,"sentiment":"neutral","sentiment_score":0.16516817112763724},{"text":"Yeah.","start":1296.66,"end":1296.98,"sentiment":"positive","sentiment_score":0.3438916504383087},{"text":"Thank 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My name is Path, and I just I'm just having some So yesterday, when I tried to like, apparently, you guys did some upgrade. And then when I was trying to use the Internet, nothing would work. Like, none of my streaming services would work because it said that I'm out of the country. So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some reason. And then I tried to, like, reboot the modem, like, the router, and now, like, my Wi Fi is just not working at all. I clicked the reset button. Right. Yep. Yep. Hello? Yep. Mhmm. Can you just walk me through it? Yep. One second. It's 198192. Yep. Okay. I'm in the router's interface. Well, I'm not there yet. The only thing is I'm not connected to Wi Fi, so will I still be able to log in to the router's interface? I'm I'm not. It's just coming up with a red light, and, like, the Wi Fi isn't even coming up. Like let me try. Let me try. It is. Now now it is, but it's I'm trying to connect to it, but it just says incorrect password. Yep. Yep. Okay. Yep. Yep. Yep. Give me one second. Yep. It just says my Internet connection now. The Internet? Yep. Done that. I'm logged in to the Wi Fi interface now. It just it says the setup wizard will guide you to configure the router for the first time. It's coming up with so it says the setup wizard will guide you to configure the router for the first time. Please follow the setup wizard step by step. So access type PPOE. Yep. Username, password. Sure. I have. Yep. Yep. Yep. Now it says LAN setup. LAN IP address, LAN subnet mask, DHCP client range. It's all prefilled, so should I just go next? Yep. Admin account? Okay. And that's just me changing the password. Right? Yep. One second. It's not it says I have to change it now. Just give me one second. Yep. Done. Yep. It just says wireless setup now. So I just done that. Yeah. One second. It's just waiting for me to finish the wireless setup. What's the difference between the five gigahertz and 2.4 gigahertz? Like, Wi Fi? Yeah. I just wanted to ask what the difference was between the 2.4 gigahertz and the five gigahertz Wi Fi options. Yes. Yes. Yep. Cool. It's not letting it's not finishing for some reason. Let's click finish. No. Alright. Just one second. I'm just checking that now. Yes. Internet's up and running. Now I just wanted to ask you the issue with, like, the location. Yep. Exactly. Check you're gonna yep. Sure. I can. How do I check the IP address? Yep. Yes. So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi. And, like, it's, like, putting me in a random different country, so they're not working. And then when I connect to mobile data, it works completely fine. Yep. I'm doing I'm yeah. I'm just doing that now. Yep. Okay. Where yep. Is it it says sixty five point four nine point three two point two. Is that what you're after? That's A R D. Grantsville, UT. It's showing that I'm in Utah. Utah? Yep. Yep. Yeah. So I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy. Please turn off any of these services and try again. There's a Yeah. I'm receiving a whole, like, lot of different error messages based on what streaming service I use. Like, even if I try to use the channel nine app, it says it right now, it says it looks like you're currently out of the country. This app is only available in Australia. This is on my phone. Like, it and as soon as I switch from mobile Wi Fi to mobile data, it starts working again. Yep. Sure. So this is a problem with Super Network, you said? But one of my one of my one of my friends who lives in a different building, but he's also with Airtel, he's having the exact same problem. Yeah. Yes. Yep. Okay. Okay. And did you want me to get my friend to call as well because he's having the same issues? Right. And so you're sending me you're raising a concern with Super Network and then giving it to me, the ticket number? Sure. Okay. Awesome. Sweet. 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Maureen. My name is Path, and I just I'm just having some So yesterday, when I tried to like, apparently, you guys did some upgrade. And then when I was trying to use the Internet, nothing would work. Like, none of my streaming services would work because it said that I'm out of the country. So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some reason.\n\nAnd then I tried to, like, reboot the modem, like, the router, and now, like, my Wi Fi is just not working at all. I clicked the reset button. Right. Yep. Yep.\n\nHello? Yep. Mhmm. Can you just walk me through it? Yep.\n\nOne second. It's 198192. Yep. Okay. I'm in the router's interface.\n\nWell, I'm not there yet. The only thing is I'm not connected to Wi Fi, so will I still be able to log in to the router's interface? I'm I'm not. It's just coming up with a red light, and, like, the Wi Fi isn't even coming up. Like let me try.\n\nLet me try. It is. Now now it is, but it's I'm trying to connect to it, but it just says incorrect password. Yep. Yep.\n\nOkay. Yep. Yep. Yep. Give me one second.\n\nYep. It just says my Internet connection now. The Internet? Yep. Done that.\n\nI'm logged in to the Wi Fi interface now. It just it says the setup wizard will guide you to configure the router for the first time. It's coming up with so it says the setup wizard will guide you to configure the router for the first time. Please follow the setup wizard step by step. So access type PPOE.\n\nYep. Username, password. Sure. I have. Yep.\n\nYep. Yep. Now it says LAN setup. LAN IP address, LAN subnet mask, DHCP client range. It's all prefilled, so should I just go next?\n\nYep. Admin account? Okay. And that's just me changing the password. Right?\n\nYep. One second. It's not it says I have to change it now. Just give me one second. Yep.\n\nDone. Yep. It just says wireless setup now. So I just done that. Yeah.\n\nOne second. It's just waiting for me to finish the wireless setup. What's the difference between the five gigahertz and 2.4 gigahertz? Like, Wi Fi? Yeah.\n\nI just wanted to ask what the difference was between the 2.4 gigahertz and the five gigahertz Wi Fi options. Yes. Yes. Yep. Cool.\n\nIt's not letting it's not finishing for some reason. Let's click finish. No. Alright. Just one second.\n\nI'm just checking that now. Yes. Internet's up and running. Now I just wanted to ask you the issue with, like, the location. Yep.\n\nExactly. Check you're gonna yep. Sure. I can. How do I check the IP address?\n\nYep. Yes. So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi. And, like, it's, like, putting me in a random different country, so they're not working. And then when I connect to mobile data, it works completely fine.\n\nYep. I'm doing I'm yeah. I'm just doing that now. Yep. Okay.\n\nWhere yep. Is it it says sixty five point four nine point three two point two. Is that what you're after? That's A R D. Grantsville, UT.\n\nIt's showing that I'm in Utah. Utah? Yep. Yep. Yeah.\n\nSo I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy. Please turn off any of these services and try again. There's a Yeah. I'm receiving a whole, like, lot of different error messages based on what streaming service I use. Like, even if I try to use the channel nine app, it says it right now, it says it looks like you're currently out of the country.\n\nThis app is only available in Australia. This is on my phone. Like, it and as soon as I switch from mobile Wi Fi to mobile data, it starts working again. Yep. Sure.\n\nSo this is a problem with Super Network, you said? But one of my one of my one of my friends who lives in a different building, but he's also with Airtel, he's having the exact same problem. Yeah. Yes. Yep.\n\nOkay. Okay. And did you want me to get my friend to call as well because he's having the same issues? Right. And so you're sending me you're raising a concern with Super Network and then giving it to me, the ticket number?\n\nSure. Okay. Awesome. Sweet. Yep.","paragraphs":[{"sentences":[{"text":"Hi, Maureen.","start":7.52,"end":8.26,"sentiment":"neutral","sentiment_score":0.04408527538180351},{"text":"My name is Path, and I just I'm just having some So yesterday, when I tried to like, apparently, you guys did some upgrade.","start":8.32,"end":25.055,"sentiment":"neutral","sentiment_score":-0.07841407724966605},{"text":"And then when I was trying to use the Internet, nothing would work.","start":26.41,"end":30.73,"sentiment":"neutral","sentiment_score":-0.2589293603713696},{"text":"Like, none of my streaming services would work because it said that I'm out of the country.","start":30.73,"end":34.989998,"sentiment":"neutral","sentiment_score":-0.33244116516674266},{"text":"So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some 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it?","start":325.595,"end":327.375,"sentiment":"neutral","sentiment_score":0.025224044253783568},{"text":"Yep.","start":334.875,"end":335.34,"sentiment":"neutral","sentiment_score":0.027010511606931686}],"sentiment":"neutral","sentiment_score":0.023314962883225897,"num_words":11,"start":286.44,"end":335.34},{"sentences":[{"text":"One second.","start":335.98,"end":336.8,"sentiment":"neutral","sentiment_score":0.005067262798547745},{"text":"It's 198192.","start":337.02,"end":341.44,"sentiment":"neutral","sentiment_score":0.010120126884430647},{"text":"Yep.","start":342.46,"end":342.96,"sentiment":"neutral","sentiment_score":0.03275163844227791},{"text":"Okay.","start":343.82,"end":344.13998,"sentiment":"neutral","sentiment_score":0.033571138978004456},{"text":"I'm in the router's 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try.","start":375.915,"end":380.575,"sentiment":"neutral","sentiment_score":-0.17588213458657265}],"sentiment":"neutral","sentiment_score":-0.18994669109367981,"num_words":52,"start":348.395,"end":380.575},{"sentences":[{"text":"Let me try.","start":380.635,"end":381.45502,"sentiment":"neutral","sentiment_score":-0.1012811337908109},{"text":"It is.","start":391.66,"end":392.4,"sentiment":"neutral","sentiment_score":-0.11191373318433762},{"text":"Now now it is, but it's I'm trying to connect to it, but it just says incorrect password.","start":392.78,"end":398.87997,"sentiment":"neutral","sentiment_score":-0.2747783950633473},{"text":"Yep.","start":411.125,"end":411.445,"sentiment":"neutral","sentiment_score":0.0511976033449173},{"text":"Yep.","start":411.445,"end":411.845,"sentiment":"neutral","sentiment_score":0.042281460016965866}],"sentiment":"neutral","sentiment_score":-0.21520811662077904,"num_words":25,"start":380.635,"end":411.845},{"sentences":[{"text":"Okay.","start":411.845,"end":412.245,"sentiment":"neutral","sentiment_score":0.03272441774606705},{"text":"Yep.","start":412.245,"end":412.745,"sentiment":"neutral","sentiment_score":0.017925502732396126},{"text":"Yep.","start":414.565,"end":415.065,"sentiment":"neutral","sentiment_score":0.01235775090754032},{"text":"Yep.","start":420.25998,"end":420.65997,"sentiment":"neutral","sentiment_score":0.029478833079338074},{"text":"Give me one second.","start":420.65997,"end":421.8,"sentiment":"neutral","sentiment_score":0.014672582037746906}],"sentiment":"neutral","sentiment_score":0.01889710407704115,"num_words":8,"start":411.845,"end":421.8},{"sentences":[{"text":"Yep.","start":473.58002,"end":473.90002,"sentiment":"neutral","sentiment_score":0.08372670412063599},{"text":"It just says my Internet connection now.","start":473.90002,"end":476.0,"sentiment":"neutral","sentiment_score":0.04393785393663815},{"text":"The Internet?","start":484.78003,"end":485.52002,"sentiment":"neutral","sentiment_score":0.03304479643702507},{"text":"Yep.","start":487.165,"end":487.565,"sentiment":"neutral","sentiment_score":0.1367773413658142},{"text":"Done that.","start":487.565,"end":488.385,"sentiment":"neutral","sentiment_score":0.18048003315925598}],"sentiment":"neutral","sentiment_score":0.07347066786426765,"num_words":13,"start":473.58002,"end":488.385},{"sentences":[{"text":"I'm logged in to the Wi Fi interface now.","start":488.845,"end":491.105,"sentiment":"neutral","sentiment_score":0.1936575174331665},{"text":"It just it says the setup wizard will guide you to configure the router for the first time.","start":491.405,"end":496.865,"sentiment":"neutral","sentiment_score":0.16213245896829498},{"text":"It's coming up with so it says the setup wizard will guide you to configure the router for the first time.","start":506.11002,"end":512.115,"sentiment":"neutral","sentiment_score":0.21199562081268855},{"text":"Please follow the setup wizard step by step.","start":512.435,"end":514.755,"sentiment":"neutral","sentiment_score":0.135590392164886},{"text":"So access type PPOE.","start":514.755,"end":517.975,"sentiment":"neutral","sentiment_score":0.0687356311827898}],"sentiment":"neutral","sentiment_score":0.1745479269574086,"num_words":60,"start":488.845,"end":517.975},{"sentences":[{"text":"Yep.","start":519.955,"end":520.435,"sentiment":"neutral","sentiment_score":0.12146180123090744},{"text":"Username, password.","start":520.435,"end":521.575,"sentiment":"neutral","sentiment_score":0.06895345263183117},{"text":"Sure.","start":529.65,"end":530.15,"sentiment":"neutral","sentiment_score":0.0933002457022667},{"text":"I have.","start":627.195,"end":627.675,"sentiment":"neutral","sentiment_score":0.02967473678290844},{"text":"Yep.","start":627.675,"end":628.175,"sentiment":"neutral","sentiment_score":0.057281069457530975}],"sentiment":"neutral","sentiment_score":0.0670427850314549,"num_words":7,"start":519.955,"end":628.175},{"sentences":[{"text":"Yep.","start":638.39,"end":638.89,"sentiment":"neutral","sentiment_score":0.06669086962938309},{"text":"Yep.","start":660.52997,"end":660.76996,"sentiment":"neutral","sentiment_score":0.05374494194984436},{"text":"Now it says LAN setup.","start":660.76996,"end":662.23,"sentiment":"neutral","sentiment_score":0.02568403147161007},{"text":"LAN IP address, LAN subnet mask, DHCP client range.","start":664.52997,"end":669.99,"sentiment":"neutral","sentiment_score":0.03421792367266284},{"text":"It's all prefilled, so should I just go next?","start":670.93,"end":673.335,"sentiment":"neutral","sentiment_score":0.06597697072558933}],"sentiment":"neutral","sentiment_score":0.04602440074086189,"num_words":25,"start":638.39,"end":673.335},{"sentences":[{"text":"Yep.","start":676.935,"end":677.435,"sentiment":"neutral","sentiment_score":-0.009313221089541912},{"text":"Admin account?","start":682.135,"end":683.03503,"sentiment":"neutral","sentiment_score":1.9797589629888535e-6},{"text":"Okay.","start":684.055,"end":684.375,"sentiment":"neutral","sentiment_score":0.005178599618375301},{"text":"And that's just me changing the password.","start":684.375,"end":687.41,"sentiment":"neutral","sentiment_score":0.003512597509792873},{"text":"Right?","start":687.47,"end":687.97,"sentiment":"neutral","sentiment_score":0.010564396157860756}],"sentiment":"neutral","sentiment_score":0.0025851597310975194,"num_words":12,"start":676.935,"end":687.97},{"sentences":[{"text":"Yep.","start":695.23,"end":695.73,"sentiment":"neutral","sentiment_score":0.050702791661024094},{"text":"One second.","start":700.465,"end":701.285,"sentiment":"neutral","sentiment_score":-0.013082652352750301},{"text":"It's not it says I have to change it now.","start":701.425,"end":703.84503,"sentiment":"neutral","sentiment_score":-0.13252512216567994},{"text":"Just give me one second.","start":709.825,"end":711.045,"sentiment":"neutral","sentiment_score":0.002312857285141945},{"text":"Yep.","start":725.81,"end":726.31,"sentiment":"neutral","sentiment_score":0.06230602785944939}],"sentiment":"neutral","sentiment_score":-0.06457070633769035,"num_words":19,"start":695.23,"end":726.31},{"sentences":[{"text":"Done.","start":726.45,"end":726.855,"sentiment":"neutral","sentiment_score":0.09124517440795898},{"text":"Yep.","start":780.29004,"end":780.705,"sentiment":"neutral","sentiment_score":0.07521960139274597},{"text":"It just says wireless setup now.","start":782.145,"end":784.245,"sentiment":"neutral","sentiment_score":0.03727635368704796},{"text":"So I just done that.","start":786.945,"end":788.245,"sentiment":"neutral","sentiment_score":0.04464791677892208},{"text":"Yeah.","start":796.87,"end":797.11,"sentiment":"neutral","sentiment_score":0.017642922699451447}],"sentiment":"neutral","sentiment_score":0.04507181460836104,"num_words":14,"start":726.45,"end":797.11},{"sentences":[{"text":"One second.","start":797.11,"end":797.85,"sentiment":"neutral","sentiment_score":0.01090551633387804},{"text":"It's just waiting for me to finish the wireless setup.","start":797.99,"end":801.45,"sentiment":"neutral","sentiment_score":0.023606068454682827},{"text":"What's the difference between the five gigahertz and 2.4 gigahertz?","start":820.58,"end":824.36,"sentiment":"neutral","sentiment_score":0.0022864226251840592},{"text":"Like, Wi Fi?","start":826.5,"end":827.8,"sentiment":"neutral","sentiment_score":-0.004595472477376461},{"text":"Yeah.","start":836.205,"end":836.705,"sentiment":"neutral","sentiment_score":-0.010596634820103644}],"sentiment":"neutral","sentiment_score":0.009859726585161228,"num_words":26,"start":797.11,"end":836.705},{"sentences":[{"text":"I just wanted to ask what the difference was between the 2.4 gigahertz and the five gigahertz Wi Fi options.","start":836.765,"end":842.945,"sentiment":"neutral","sentiment_score":-0.012102003558538854},{"text":"Yes.","start":860.18,"end":860.68,"sentiment":"neutral","sentiment_score":0.2586326599121094},{"text":"Yes.","start":867.86505,"end":868.36505,"sentiment":"neutral","sentiment_score":0.1122170463204384},{"text":"Yep.","start":873.465,"end":873.965,"sentiment":"neutral","sentiment_score":-0.030474497005343437},{"text":"Cool.","start":877.78503,"end":878.28503,"sentiment":"neutral","sentiment_score":0.038944944739341736}],"sentiment":"neutral","sentiment_score":0.005720003449823707,"num_words":24,"start":836.765,"end":878.28503},{"sentences":[{"text":"It's not letting it's not finishing for some reason.","start":884.56,"end":888.9,"sentiment":"neutral","sentiment_score":-0.23340430193477207},{"text":"Let's click finish.","start":888.96,"end":890.02,"sentiment":"neutral","sentiment_score":-0.06100500747561455},{"text":"No.","start":907.04004,"end":907.54004,"sentiment":"neutral","sentiment_score":-0.11294233798980712},{"text":"Alright.","start":907.76,"end":908.08,"sentiment":"neutral","sentiment_score":-0.07210477441549301},{"text":"Just one second.","start":908.08,"end":909.06,"sentiment":"neutral","sentiment_score":-0.06457699090242386}],"sentiment":"neutral","sentiment_score":-0.15661363676190376,"num_words":17,"start":884.56,"end":909.06},{"sentences":[{"text":"I'm just checking that now.","start":913.52,"end":915.14,"sentiment":"neutral","sentiment_score":-0.0910219356417656},{"text":"Yes.","start":923.79504,"end":924.195,"sentiment":"neutral","sentiment_score":0.1552453637123108},{"text":"Internet's up and running.","start":924.195,"end":925.395,"sentiment":"neutral","sentiment_score":0.26105886697769165},{"text":"Now I just wanted to ask you the issue with, like, the location.","start":925.395,"end":931.17505,"sentiment":"neutral","sentiment_score":-0.024655262724711344},{"text":"Yep.","start":947.385,"end":947.885,"sentiment":"neutral","sentiment_score":-0.059142593294382095}],"sentiment":"neutral","sentiment_score":0.01519625602910916,"num_words":24,"start":913.52,"end":947.885},{"sentences":[{"text":"Exactly.","start":952.185,"end":952.685,"sentiment":"positive","sentiment_score":0.4203333854675293},{"text":"Check you're gonna yep.","start":960.585,"end":961.865,"sentiment":"neutral","sentiment_score":0.013988282880745828},{"text":"Sure.","start":961.865,"end":962.185,"sentiment":"neutral","sentiment_score":0.174871027469635},{"text":"I can.","start":962.185,"end":962.84503,"sentiment":"neutral","sentiment_score":0.11768973618745804},{"text":"How do I check the IP address?","start":966.56,"end":968.18,"sentiment":"neutral","sentiment_score":0.01559789159468242}],"sentiment":"neutral","sentiment_score":0.0663814838665227,"num_words":15,"start":952.185,"end":968.18},{"sentences":[{"text":"Yep.","start":972.64,"end":973.14,"sentiment":"neutral","sentiment_score":0.023933878168463707},{"text":"Yes.","start":984.09503,"end":984.59503,"sentiment":"neutral","sentiment_score":-0.13917961716651917},{"text":"So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi.","start":984.655,"end":994.44,"sentiment":"neutral","sentiment_score":-0.24589234888553618},{"text":"And, like, it's, like, putting me in a random different country, so they're not working.","start":994.66,"end":999.0,"sentiment":"negative","sentiment_score":-0.38962761958440145},{"text":"And then when I connect to mobile data, it works completely fine.","start":999.14,"end":1003.0,"sentiment":"neutral","sentiment_score":0.031190655504663784}],"sentiment":"neutral","sentiment_score":-0.21727186831197254,"num_words":54,"start":972.64,"end":1003.0},{"sentences":[{"text":"Yep.","start":1010.265,"end":1010.585,"sentiment":"neutral","sentiment_score":0.12084949016571044},{"text":"I'm doing I'm yeah.","start":1010.585,"end":1012.025,"sentiment":"neutral","sentiment_score":0.06882182601839304},{"text":"I'm just doing that now.","start":1012.025,"end":1013.485,"sentiment":"neutral","sentiment_score":0.17748138010501863},{"text":"Yep.","start":1022.67004,"end":1023.07,"sentiment":"neutral","sentiment_score":0.06369929015636444},{"text":"Okay.","start":1023.07,"end":1023.57,"sentiment":"neutral","sentiment_score":0.046627696603536606}],"sentiment":"neutral","sentiment_score":0.11615589012702306,"num_words":12,"start":1010.265,"end":1023.57},{"sentences":[{"text":"Where yep.","start":1036.205,"end":1037.665,"sentiment":"neutral","sentiment_score":0.01233444083482027},{"text":"Is it it says sixty five point four nine point three two point two.","start":1048.63,"end":1056.01,"sentiment":"neutral","sentiment_score":0.008025313993649823},{"text":"Is that what you're after?","start":1056.15,"end":1057.85,"sentiment":"neutral","sentiment_score":0.008016233518719672},{"text":"That's A R D.","start":1064.235,"end":1065.455,"sentiment":"neutral","sentiment_score":-0.006361823761835694},{"text":"Grantsville, UT.","start":1067.355,"end":1068.815,"sentiment":"neutral","sentiment_score":0.0015272020536940545}],"sentiment":"neutral","sentiment_score":0.005730057564236362,"num_words":27,"start":1036.205,"end":1068.815},{"sentences":[{"text":"It's showing that I'm in Utah.","start":1076.17,"end":1078.11,"sentiment":"neutral","sentiment_score":-0.026299213369687397},{"text":"Utah?","start":1082.65,"end":1083.15,"sentiment":"neutral","sentiment_score":-0.013628920540213583},{"text":"Yep.","start":1083.37,"end":1083.87,"sentiment":"neutral","sentiment_score":0.007177650462836027},{"text":"Yep.","start":1089.5449,"end":1090.0449,"sentiment":"neutral","sentiment_score":0.02423955872654915},{"text":"Yeah.","start":1107.9,"end":1108.22,"sentiment":"neutral","sentiment_score":-0.04525521397590637}],"sentiment":"neutral","sentiment_score":-0.01852622055448592,"num_words":10,"start":1076.17,"end":1108.22},{"sentences":[{"text":"So I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy.","start":1108.22,"end":1114.14,"sentiment":"negative","sentiment_score":-0.35696240616115654},{"text":"Please turn off any of these services and try again.","start":1114.14,"end":1114.3,"sentiment":"negative","sentiment_score":-0.4612441688776016},{"text":"There's a Yeah.","start":1114.3,"end":1123.955,"sentiment":"neutral","sentiment_score":-0.1972509572903315},{"text":"I'm receiving a whole, like, lot of different error messages based on what streaming service I use.","start":1123.955,"end":1131.2201,"sentiment":"neutral","sentiment_score":-0.3125913388588849},{"text":"Like, even if I try to use the channel nine app, it says it right now, it says it looks like you're currently out of the country.","start":1131.2201,"end":1137.62,"sentiment":"neutral","sentiment_score":-0.21973994153517265}],"sentiment":"neutral","sentiment_score":-0.30765061618029316,"num_words":79,"start":1108.22,"end":1137.62},{"sentences":[{"text":"This app is only available in Australia.","start":1137.62,"end":1139.56,"sentiment":"neutral","sentiment_score":-0.12815148383378983},{"text":"This is on my phone.","start":1156.11,"end":1157.33,"sentiment":"neutral","sentiment_score":0.010481982305645943},{"text":"Like, it and as soon as I switch from mobile Wi Fi to mobile data, it starts working again.","start":1160.35,"end":1166.93,"sentiment":"neutral","sentiment_score":0.06378303674098693},{"text":"Yep.","start":1189.4,"end":1189.9,"sentiment":"neutral","sentiment_score":0.08918941020965576},{"text":"Sure.","start":1190.9199,"end":1191.4199,"sentiment":"neutral","sentiment_score":0.12878890335559845}],"sentiment":"neutral","sentiment_score":0.01773350110108202,"num_words":33,"start":1137.62,"end":1191.4199},{"sentences":[{"text":"So this is a problem with Super Network, you said?","start":1199.525,"end":1202.105,"sentiment":"neutral","sentiment_score":-0.16119882762432097},{"text":"But one of my one of my one of my friends who lives in a different building, but he's also with Airtel, he's having the exact same problem.","start":1204.565,"end":1212.265,"sentiment":"neutral","sentiment_score":-0.13120917044579983},{"text":"Yeah.","start":1220.57,"end":1221.07,"sentiment":"neutral","sentiment_score":-0.13785922527313232},{"text":"Yes.","start":1237.5,"end":1238.0,"sentiment":"neutral","sentiment_score":-0.15447640419006348},{"text":"Yep.","start":1253.435,"end":1253.755,"sentiment":"neutral","sentiment_score":0.04230165481567383}],"sentiment":"neutral","sentiment_score":-0.13502143959446652,"num_words":41,"start":1199.525,"end":1253.755},{"sentences":[{"text":"Okay.","start":1253.755,"end":1254.255,"sentiment":"neutral","sentiment_score":0.04390875995159149},{"text":"Okay.","start":1259.595,"end":1260.095,"sentiment":"neutral","sentiment_score":0.0497991219162941},{"text":"And did you want me to get my friend to call as well because he's having the same issues?","start":1260.635,"end":1265.695,"sentiment":"neutral","sentiment_score":-0.01900290266463631},{"text":"Right.","start":1273.89,"end":1274.29,"sentiment":"neutral","sentiment_score":0.03625265508890152},{"text":"And so you're sending me you're raising a concern with Super Network and then giving it to me, the ticket 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Good morning. This is Maureen from Erdo tech support. How can I assist you today?\n\nChannel 1: Hi, Maureen. My name is Path, and I just I'm just having some\n\nChannel 0: Mhmm.\n\nChannel 1: So yesterday, when I tried to\n\nChannel 0: Mhmm.\n\nChannel 1: like, apparently, you guys did some upgrade. And then when I was trying to use the Internet, nothing would work. Like, none of my streaming services would work because it said that I'm out of the country. So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some reason. And then I tried to, like, reboot the modem, like, the router, and now, like, my Wi Fi is just not working at all.\n\nChannel 0: Okay. I see. Did you press anything with the router?\n\nChannel 1: I clicked the reset button.\n\nChannel 0: Okay. I see. So in that case, it might be deleted the credentials of the router? Because, yeah, you reset you received reset the router. Is it\n\nChannel 1: Right.\n\nChannel 0: okay if I put you on hold? Let me just check your account.\n\nChannel 1: Yep.\n\nChannel 0: Am I speaking with Bart Kenneth?\n\nChannel 1: Yep.\n\nChannel 0: Okay. Hang on. Hello, Bart?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Thank you for waiting. So right now, we did a reboot on the network side at your address. So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again\n\nChannel 1: Yep.\n\nChannel 0: with the triple PoE credentials because\n\nChannel 1: Mhmm.\n\nChannel 0: you you reset to the router, so it deleted the credentials. Do you want me to walk you through the steps or send you an email instruction instead on how to connect\n\nChannel 1: Can you\n\nChannel 0: your\n\nChannel 1: just\n\nChannel 0: router?\n\nChannel 1: walk me through it?\n\nChannel 0: Okay. Sure. Can we log in to the router's interface?\n\nChannel 1: Yep.\n\nChannel 0: Mhmm.\n\nChannel 1: One second. It's 198192. Yep. Okay. I'm in the router's interface.\n\nChannel 0: Mhmm.\n\nChannel 1: Well, I'm not there yet. The only thing is I'm not connected to Wi Fi, so will I still be able to log in to the router's interface?\n\nChannel 0: Yeah. That's correct. It should be connected with the router's Wi Fi even though it has no Internet connection for you to access\n\nChannel 1: I'm\n\nChannel 0: it. Mhmm.\n\nChannel 1: I'm not. It's just coming up with a red light, and, like, the Wi Fi isn't even coming up. Like let me try. Let me try.\n\nChannel 0: It's not showing also on the Wi Fi available on your device?\n\nChannel 1: It is. Now now it is, but it's I'm trying to connect to it, but it just says incorrect password.\n\nChannel 0: Okay. Can you see the stickers at the back of your router? There should be the Wi Fi password there.\n\nChannel 1: Yep. Yep.\n\nChannel 0: It\n\nChannel 1: Okay.\n\nChannel 0: says\n\nChannel 1: Yep.\n\nChannel 0: Wi Fi key or\n\nChannel 1: Yep.\n\nChannel 0: w LAN\n\nChannel 1: Yep. Give me\n\nChannel 0: key.\n\nChannel 1: one second.\n\nChannel 0: Mhmm. Sure.\n\nChannel 1: Yep. It just says my Internet connection now.\n\nChannel 0: Okay. So, yep, on your browser, in the address bar, type the IP address,\n\nChannel 1: The Internet?\n\nChannel 0: print it on the back of your router also.\n\nChannel 1: Yep. Done that. I'm logged in to the Wi Fi interface now. It just it says the setup wizard will guide you to configure the router for the first time.\n\nChannel 0: Can you see a PPPoE connection?\n\nChannel 1: It's\n\nChannel 0: Oh,\n\nChannel 1: coming\n\nChannel 0: that's\n\nChannel 1: up\n\nChannel 0: a\n\nChannel 1: with\n\nChannel 0: nice.\n\nChannel 1: so it says the setup wizard will guide you to configure the router for the first time. Please follow the setup wizard step by step. So access type PPOE.\n\nChannel 0: Yeah. That's correct.\n\nChannel 1: Yep. Username,\n\nChannel 0: Then\n\nChannel 1: password.\n\nChannel 0: Yes. So for the username and password, I'll send it to you now via SMS.\n\nChannel 1: Sure.\n\nChannel 0: Yeah. Okay. Hang on. There you go. Have you received the message?\n\nChannel 1: I have. Yep.\n\nChannel 0: Okay. So for the username and password at the triple POE, kindly enter that one.\n\nChannel 1: Yep. Yep. Now it says LAN setup.\n\nChannel 0: Mhmm.\n\nChannel 1: LAN IP address, LAN subnet mask, DHCP client range. It's all prefilled, so should I just go next?\n\nChannel 0: Yeah. Can you skip that one?\n\nChannel 1: Yep.\n\nChannel 0: Mhmm.\n\nChannel 1: Admin account? Okay. And that's just me changing the password. Right?\n\nChannel 0: Yeah. But you can change it later on.\n\nChannel 1: Yep. One second. It's not it says I have to change it now.\n\nChannel 0: Okay.\n\nChannel 1: Just give me one second. Yep. Done. Yep. It just says wireless setup now.\n\nSo I just\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: done that.\n\nChannel 0: Uh-uh. So we did a reboot on the network site. Can you check your IP address again?\n\nChannel 1: Yeah. One\n\nChannel 0: Let\n\nChannel 1: second.\n\nChannel 0: me check\n\nChannel 1: It's just waiting for me to finish the wireless setup.\n\nChannel 0: it. Okay. Sure.\n\nChannel 1: What's the difference between the five gigahertz and 2.4 gigahertz? Like, Wi Fi?\n\nChannel 0: Hello? Sorry.\n\nChannel 1: Yeah. I just wanted\n\nChannel 0: Mhmm.\n\nChannel 1: to ask what the difference was between the 2.4 gigahertz and the five gigahertz Wi Fi options.\n\nChannel 0: Okay. I see. So the the 2.4 gigahertz is works better for longer range. It covers more of your house. It's more stable through walls and obstacles, slightly slower speeds compared to five g.\n\nSo\n\nChannel 1: Yes.\n\nChannel 0: the five gigahertz is works better for faster speeds. It's good for streaming, gaming, video calls. It's\n\nChannel 1: Yes.\n\nChannel 0: best when you're close to the router, but doesn't travel as far far\n\nChannel 1: Yep.\n\nChannel 0: as the point four and can be weaker through walls.\n\nChannel 1: Cool.\n\nChannel 0: Mhmm.\n\nChannel 1: It's not letting it's not finishing for some reason. Let's click finish.\n\nChannel 0: Mhmm. But upon checking on your end, the line is online already. It's up and running. But are you able to access the Internet now\n\nChannel 1: No.\n\nChannel 0: or\n\nChannel 1: Alright.\n\nChannel 0: still\n\nChannel 1: Just one second.\n\nChannel 0: no.\n\nChannel 1: I'm just checking that now.\n\nChannel 0: Okay. Sure.\n\nChannel 1: Yes. Internet's up and running. Now I just wanted to ask you the issue with, like, the location.\n\nChannel 0: Actually, for that, we're not yet sure yet. We're still investigating the issue because a lot of customers are also complaining that their IP address have changed after the\n\nChannel 1: Yep.\n\nChannel 0: upgrade thing that we did.\n\nChannel 1: Exactly.\n\nChannel 0: Yeah. Mhmm. So are you able to check check it again now?\n\nChannel 1: Check you're gonna yep. Sure. I can.\n\nChannel 0: The IP address, if it's still\n\nChannel 1: How do I check the IP address?\n\nChannel 0: can we do speed test?\n\nChannel 1: Yep.\n\nChannel 0: Mhmm. But may I know again how did you know how did you know that you're not getting the correct IP?\n\nChannel 1: Yes. So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi. And, like, it's, like, putting me in a random different country, so they're not working. And then when I connect to mobile data, it works completely fine.\n\nChannel 0: Okay. I see. Can we do a speed test now for\n\nChannel 1: Yep.\n\nChannel 0: us to\n\nChannel 1: I'm\n\nChannel 0: check?\n\nChannel 1: doing I'm yeah. I'm just doing that now.\n\nChannel 0: Because it will also determine the IP your IP location upon doing the speed test.\n\nChannel 1: Yep. Okay. Where yep. Is it it says sixty five point four nine point three two point two. Is that what you're after?\n\nChannel 0: Yeah. How about the jail location? Can you see the it says jail\n\nChannel 1: That's\n\nChannel 0: location?\n\nChannel 1: A R D. Grantsville, UT. It's showing that I'm in Utah.\n\nChannel 0: Utah?\n\nChannel 1: Utah? Yep.\n\nChannel 0: Okay. Can you can we try to\n\nChannel 1: Yep.\n\nChannel 0: you said you're doing a stream? Are you able to can you try to log in there for us to check if it's still\n\nChannel 1: Yeah.\n\nChannel 0: saying\n\nChannel 1: So\n\nChannel 0: you wrong?\n\nChannel 1: I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy. Please turn off any of these services and try again. There's a\n\nChannel 0: Is that the error message you're receiving also?\n\nChannel 1: Yeah. I'm receiving a whole, like, lot of different error messages based on what streaming service I use. Like, even if I try to use the channel nine app, it says it right now, it says it looks like you're currently out of the country. This app is only available in Australia.\n\nChannel 0: Okay. I see. Are you able to, like, reset the TV?\n\nChannel 1: This is on my phone. Like, it\n\nChannel 0: Okay.\n\nChannel 1: and as soon as I switch from mobile Wi Fi to mobile data, it starts working again.\n\nChannel 0: Okay. I see. So now what we're going to do is log a phone to the super network directly because this is a network phone. I already take a note on your concern regarding the IP location. So is it okay if I give you a callback for\n\nChannel 1: Yep.\n\nChannel 0: update, mhmm,\n\nChannel 1: Sure.\n\nChannel 0: within this day? And I'll be also sending you the ticket number for your reference via email.\n\nChannel 1: So this is a problem with Super Network, you said?\n\nChannel 0: Yeah. That's correct. This\n\nChannel 1: But\n\nChannel 0: is\n\nChannel 1: one of\n\nChannel 0: a\n\nChannel 1: my\n\nChannel 0: network\n\nChannel 1: one of\n\nChannel 0: network.\n\nChannel 1: my one of my friends who lives in a different building, but he's also with Airtel, he's having the exact same problem.\n\nChannel 0: Probably because you are not the only one who raised this\n\nChannel 1: Yeah.\n\nChannel 0: kind of concern regarding the network. Actually, after we did the upgrade, a lot of customers complaining regarding this same issue. So we're not yet sure what's happening with\n\nChannel 1: Yes.\n\nChannel 0: the Supa network. Mhmm. So, yeah, we'll be calling you later within this day. Just keep your lines open, and I'm going to send you the ticket number reference\n\nChannel 1: Yep.\n\nChannel 0: by email.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm. That we did the love ticket for.\n\nChannel 1: Okay. And did you want me to get my friend to call as well because he's having the same issues?\n\nChannel 0: Yeah. If you're able to inform to inform him regarding it, if\n\nChannel 1: Right.\n\nChannel 0: it's\n\nChannel 1: And so you're sending\n\nChannel 0: if he also\n\nChannel 1: me you're\n\nChannel 0: experiencing\n\nChannel 1: raising a\n\nChannel 0: it.\n\nChannel 1: concern with Super Network and then giving it to me, the ticket number?\n\nChannel 0: Yeah. That's correct. So I'll be sending it to you shortly.\n\nChannel 1: Sure. Okay. Awesome. Sweet.\n\nChannel 0: Mhmm. Okay. So, yeah, we'll be going to just update you within this day. Bye for now.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. Thank you.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.8399999,"end":2.24,"sentiment":"neutral","sentiment_score":0.14745154976844788},{"text":"Good morning.","start":2.24,"end":2.8,"sentiment":"positive","sentiment_score":0.39234454929828644},{"text":"This is Maureen from Erdo tech support.","start":2.8,"end":5.2799997,"sentiment":"positive","sentiment_score":0.35727979455675396},{"text":"How can I assist you today?","start":5.2799997,"end":6.66,"sentiment":"positive","sentiment_score":0.37059222161769867}],"sentiment":"positive","sentiment_score":0.35354078374803066,"channel":0,"num_words":16,"start":1.8399999,"end":6.66},{"sentences":[{"text":"Hi, Maureen.","start":7.52,"end":8.26,"sentiment":"neutral","sentiment_score":0.04408527538180351},{"text":"My name is Path, and I just I'm just having some","start":8.32,"end":12.98,"sentiment":"neutral","sentiment_score":0.012015086683360014}],"sentiment":"neutral","sentiment_score":0.016948961867735937,"channel":1,"num_words":13,"start":7.52,"end":12.98},{"sentences":[{"text":"Mhmm.","start":13.545,"end":14.045,"sentiment":"neutral","sentiment_score":-0.019843993708491325}],"sentiment":"neutral","sentiment_score":-0.019843993708491325,"channel":0,"num_words":1,"start":13.545,"end":14.045},{"sentences":[{"text":"So yesterday, when I tried to","start":18.795,"end":21.855,"sentiment":"neutral","sentiment_score":-0.15737109382947287}],"sentiment":"neutral","sentiment_score":-0.15737109382947287,"channel":1,"num_words":6,"start":18.795,"end":21.855},{"sentences":[{"text":"Mhmm.","start":21.532501,"end":22.032501,"sentiment":"neutral","sentiment_score":-0.07429672032594681}],"sentiment":"neutral","sentiment_score":-0.07429672032594681,"channel":0,"num_words":1,"start":21.532501,"end":22.032501},{"sentences":[{"text":"like, apparently, you guys did some upgrade.","start":22.474998,"end":25.055,"sentiment":"neutral","sentiment_score":-0.15283960636172975},{"text":"And then when I was trying to use the Internet, nothing would work.","start":26.41,"end":30.73,"sentiment":"neutral","sentiment_score":-0.2589293603713696},{"text":"Like, none of my streaming services would work because it said that I'm out of the country.","start":30.73,"end":34.989998,"sentiment":"neutral","sentiment_score":-0.33244116516674266},{"text":"So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some reason.","start":37.05,"end":44.765,"sentiment":"neutral","sentiment_score":-0.29401445885499317},{"text":"And then I tried to, like, reboot the modem, like, the router, and now, like, my Wi Fi is just not working at all.","start":46.505,"end":54.205,"sentiment":"negative","sentiment_score":-0.34549588958422345}],"sentiment":"neutral","sentiment_score":-0.2994349234533019,"channel":1,"num_words":82,"start":22.474998,"end":54.205},{"sentences":[{"text":"Okay.","start":56.879997,"end":57.36,"sentiment":"neutral","sentiment_score":-0.047667812556028366},{"text":"I see.","start":57.36,"end":57.94,"sentiment":"neutral","sentiment_score":-0.03316728211939335},{"text":"Did you press anything with the router?","start":59.199997,"end":61.219997,"sentiment":"neutral","sentiment_score":-0.03797926753759384}],"sentiment":"neutral","sentiment_score":-0.0379857249557972,"channel":0,"num_words":10,"start":56.879997,"end":61.219997},{"sentences":[{"text":"I clicked the reset button.","start":63.149998,"end":64.85,"sentiment":"neutral","sentiment_score":-0.029654193297028543}],"sentiment":"neutral","sentiment_score":-0.029654193297028543,"channel":1,"num_words":5,"start":63.149998,"end":64.85},{"sentences":[{"text":"Okay.","start":68.4,"end":68.72,"sentiment":"neutral","sentiment_score":-0.0114207211881876},{"text":"I see.","start":68.72,"end":69.38,"sentiment":"neutral","sentiment_score":-0.01593424053862691},{"text":"So in that case, it might be deleted the credentials of the router?","start":69.6,"end":76.235,"sentiment":"neutral","sentiment_score":-0.06837295153393196},{"text":"Because, yeah, you reset you received reset the router.","start":77.655,"end":81.994995,"sentiment":"neutral","sentiment_score":-0.042802086306942835},{"text":"Is it","start":82.854996,"end":83.575,"sentiment":"neutral","sentiment_score":0.016736707650125027}],"sentiment":"neutral","sentiment_score":-0.04755121976551083,"channel":0,"num_words":27,"start":68.4,"end":83.575},{"sentences":[{"text":"Right.","start":83.205,"end":83.705,"sentiment":"neutral","sentiment_score":0.016726097092032433}],"sentiment":"neutral","sentiment_score":0.016726097092032433,"channel":1,"num_words":1,"start":83.205,"end":83.705},{"sentences":[{"text":"okay if I put you on hold?","start":83.575,"end":85.71,"sentiment":"neutral","sentiment_score":0.011490815186074801},{"text":"Let me just check your account.","start":85.71,"end":87.33,"sentiment":"neutral","sentiment_score":0.013136528432369232}],"sentiment":"neutral","sentiment_score":0.012250375145903,"channel":0,"num_words":13,"start":83.575,"end":87.33},{"sentences":[{"text":"Yep.","start":87.765,"end":88.2,"sentiment":"neutral","sentiment_score":0.02311316691339016}],"sentiment":"neutral","sentiment_score":0.02311316691339016,"channel":1,"num_words":1,"start":87.765,"end":88.2},{"sentences":[{"text":"Am I speaking with Bart Kenneth?","start":89.31,"end":91.09,"sentiment":"neutral","sentiment_score":0.013561254677673181}],"sentiment":"neutral","sentiment_score":0.013561254677673181,"channel":0,"num_words":6,"start":89.31,"end":91.09},{"sentences":[{"text":"Yep.","start":91.399994,"end":91.899994,"sentiment":"neutral","sentiment_score":0.013518348336219788}],"sentiment":"neutral","sentiment_score":0.013518348336219788,"channel":1,"num_words":1,"start":91.399994,"end":91.899994},{"sentences":[{"text":"Okay.","start":92.75,"end":93.229996,"sentiment":"neutral","sentiment_score":0.016119182109832764},{"text":"Hang on.","start":93.229996,"end":94.05,"sentiment":"neutral","sentiment_score":0.011632045265287161},{"text":"Hello, Bart?","start":285.08002,"end":285.98,"sentiment":"neutral","sentiment_score":0.0283503457903862}],"sentiment":"neutral","sentiment_score":0.019216792844235896,"channel":0,"num_words":5,"start":92.75,"end":285.98},{"sentences":[{"text":"Hello?","start":286.44,"end":286.94,"sentiment":"neutral","sentiment_score":0.026896094903349876}],"sentiment":"neutral","sentiment_score":0.026896094903349876,"channel":1,"num_words":1,"start":286.44,"end":286.94},{"sentences":[{"text":"Yes.","start":287.605,"end":287.92502,"sentiment":"neutral","sentiment_score":0.11336645483970642},{"text":"Thank you for waiting.","start":287.92502,"end":288.885,"sentiment":"neutral","sentiment_score":0.2833031043410301},{"text":"So right now, we did a reboot on the network side at your address.","start":288.885,"end":297.945,"sentiment":"neutral","sentiment_score":0.0401204310889755},{"text":"So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again","start":298.48502,"end":309.54,"sentiment":"neutral","sentiment_score":-0.020701821132276494}],"sentiment":"neutral","sentiment_score":0.02822261240022878,"channel":0,"num_words":45,"start":287.605,"end":309.54},{"sentences":[{"text":"Yep.","start":310.32,"end":310.82,"sentiment":"neutral","sentiment_score":0.022693365812301636}],"sentiment":"neutral","sentiment_score":0.022693365812301636,"channel":1,"num_words":1,"start":310.32,"end":310.82},{"sentences":[{"text":"with the triple PoE credentials because","start":310.88,"end":314.13498,"sentiment":"neutral","sentiment_score":0.00432094590117534}],"sentiment":"neutral","sentiment_score":0.00432094590117534,"channel":0,"num_words":6,"start":310.88,"end":314.13498},{"sentences":[{"text":"Mhmm.","start":313.76,"end":314.26,"sentiment":"neutral","sentiment_score":0.0032963096164166927}],"sentiment":"neutral","sentiment_score":0.0032963096164166927,"channel":1,"num_words":1,"start":313.76,"end":314.26},{"sentences":[{"text":"you you reset to the router, so it deleted the credentials.","start":315.555,"end":318.615,"sentiment":"neutral","sentiment_score":-0.013947814364324917},{"text":"Do you want me to walk you through the steps or send you an email instruction instead on how to connect","start":319.79498,"end":325.875,"sentiment":"neutral","sentiment_score":0.06398470735266096}],"sentiment":"neutral","sentiment_score":0.03719540301244706,"channel":0,"num_words":32,"start":315.555,"end":325.875},{"sentences":[{"text":"Can you","start":325.595,"end":325.915,"sentiment":"neutral","sentiment_score":0.01972714439034462}],"sentiment":"neutral","sentiment_score":0.01972714439034462,"channel":1,"num_words":2,"start":325.595,"end":325.915},{"sentences":[{"text":"your","start":325.875,"end":326.03497,"sentiment":"neutral","sentiment_score":0.024614661931991577}],"sentiment":"neutral","sentiment_score":0.024614661931991577,"channel":0,"num_words":1,"start":325.875,"end":326.03497},{"sentences":[{"text":"just","start":325.915,"end":326.155,"sentiment":"neutral","sentiment_score":0.028746724128723145}],"sentiment":"neutral","sentiment_score":0.028746724128723145,"channel":1,"num_words":1,"start":325.915,"end":326.155},{"sentences":[{"text":"router?","start":326.03497,"end":326.53497,"sentiment":"neutral","sentiment_score":0.019982974976301193}],"sentiment":"neutral","sentiment_score":0.019982974976301193,"channel":0,"num_words":1,"start":326.03497,"end":326.53497},{"sentences":[{"text":"walk me through it?","start":326.155,"end":327.375,"sentiment":"neutral","sentiment_score":0.027091824216768146}],"sentiment":"neutral","sentiment_score":0.027091824216768146,"channel":1,"num_words":4,"start":326.155,"end":327.375},{"sentences":[{"text":"Okay.","start":328.115,"end":328.615,"sentiment":"neutral","sentiment_score":0.046302929520606995},{"text":"Sure.","start":328.75497,"end":329.25497,"sentiment":"neutral","sentiment_score":0.053735148161649704},{"text":"Can we log in to the router's interface?","start":331.1,"end":333.76,"sentiment":"neutral","sentiment_score":0.03964622598141432}],"sentiment":"neutral","sentiment_score":0.041720788553357126,"channel":0,"num_words":10,"start":328.115,"end":333.76},{"sentences":[{"text":"Yep.","start":334.875,"end":335.34,"sentiment":"neutral","sentiment_score":0.027010511606931686}],"sentiment":"neutral","sentiment_score":0.027010511606931686,"channel":1,"num_words":1,"start":334.875,"end":335.34},{"sentences":[{"text":"Mhmm.","start":335.74,"end":336.24,"sentiment":"neutral","sentiment_score":0.016588734462857246}],"sentiment":"neutral","sentiment_score":0.016588734462857246,"channel":0,"num_words":1,"start":335.74,"end":336.24},{"sentences":[{"text":"One second.","start":335.98,"end":336.8,"sentiment":"neutral","sentiment_score":0.005067262798547745},{"text":"It's 198192.","start":337.02,"end":341.44,"sentiment":"neutral","sentiment_score":0.010120126884430647},{"text":"Yep.","start":342.46,"end":342.96,"sentiment":"neutral","sentiment_score":0.03275163844227791},{"text":"Okay.","start":343.82,"end":344.13998,"sentiment":"neutral","sentiment_score":0.033571138978004456},{"text":"I'm in the router's interface.","start":344.13998,"end":345.6,"sentiment":"neutral","sentiment_score":0.01894097253680229}],"sentiment":"neutral","sentiment_score":0.017400219951840965,"channel":1,"num_words":11,"start":335.98,"end":345.6},{"sentences":[{"text":"Mhmm.","start":345.135,"end":345.635,"sentiment":"neutral","sentiment_score":0.0031785028986632824}],"sentiment":"neutral","sentiment_score":0.0031785028986632824,"channel":0,"num_words":1,"start":345.135,"end":345.635},{"sentences":[{"text":"Well, I'm not there yet.","start":348.395,"end":349.69498,"sentiment":"neutral","sentiment_score":-0.0801428385078907},{"text":"The only thing is I'm not connected to Wi Fi, so will I still be able to log in to the router's interface?","start":350.475,"end":356.495,"sentiment":"neutral","sentiment_score":-0.07593111309182385}],"sentiment":"neutral","sentiment_score":-0.0766832069161215,"channel":1,"num_words":28,"start":348.395,"end":356.495},{"sentences":[{"text":"Yeah.","start":357.45502,"end":357.935,"sentiment":"neutral","sentiment_score":-0.009888073429465294},{"text":"That's correct.","start":357.935,"end":358.755,"sentiment":"positive","sentiment_score":0.38763561844825745},{"text":"It should be connected with the router's Wi Fi even though it has no Internet connection for you to 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far","start":868.105,"end":873.51,"sentiment":"neutral","sentiment_score":0.050238657456177935}],"sentiment":"neutral","sentiment_score":0.050238657456177935,"channel":0,"num_words":13,"start":868.105,"end":873.51},{"sentences":[{"text":"Yep.","start":873.465,"end":873.965,"sentiment":"neutral","sentiment_score":-0.030474497005343437}],"sentiment":"neutral","sentiment_score":-0.030474497005343437,"channel":1,"num_words":1,"start":873.465,"end":873.965},{"sentences":[{"text":"as the point four and can be weaker through 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one second.","start":908.08,"end":909.06,"sentiment":"neutral","sentiment_score":-0.06457699090242386}],"sentiment":"neutral","sentiment_score":-0.06457699090242386,"channel":1,"num_words":3,"start":908.08,"end":909.06},{"sentences":[{"text":"no.","start":909.36,"end":909.86,"sentiment":"neutral","sentiment_score":-0.11395754665136336}],"sentiment":"neutral","sentiment_score":-0.11395754665136336,"channel":0,"num_words":1,"start":909.36,"end":909.86},{"sentences":[{"text":"I'm just checking that 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the","start":937.22003,"end":947.805,"sentiment":"neutral","sentiment_score":-0.24803257059483302}],"sentiment":"neutral","sentiment_score":-0.22191177308559418,"channel":0,"num_words":29,"start":933.86005,"end":947.805},{"sentences":[{"text":"Yep.","start":947.385,"end":947.885,"sentiment":"neutral","sentiment_score":-0.059142593294382095}],"sentiment":"neutral","sentiment_score":-0.059142593294382095,"channel":1,"num_words":1,"start":947.385,"end":947.885},{"sentences":[{"text":"upgrade thing that we did.","start":948.34503,"end":950.125,"sentiment":"neutral","sentiment_score":0.29377867579460143}],"sentiment":"neutral","sentiment_score":0.29377867579460143,"channel":0,"num_words":5,"start":948.34503,"end":950.125},{"sentences":[{"text":"Exactly.","start":952.185,"end":952.685,"sentiment":"positive","sentiment_score":0.4203333854675293}],"sentiment":"positive","sentiment_score":0.4203333854675293,"channel":1,"num_words":1,"start":952.185,"end":952.685},{"sentences":[{"text":"Yeah.","start":952.505,"end":953.005,"sentiment":"neutral","sentiment_score":0.2035929560661316},{"text":"Mhmm.","start":953.78503,"end":954.28503,"sentiment":"neutral","sentiment_score":0.09564439952373505},{"text":"So are you able to check check it again now?","start":955.24005,"end":959.58,"sentiment":"neutral","sentiment_score":0.06337647177278996}],"sentiment":"neutral","sentiment_score":0.07775017277648051,"channel":0,"num_words":12,"start":952.505,"end":959.58},{"sentences":[{"text":"Check you're gonna yep.","start":960.585,"end":961.865,"sentiment":"neutral","sentiment_score":0.013988282880745828},{"text":"Sure.","start":961.865,"end":962.185,"sentiment":"neutral","sentiment_score":0.174871027469635},{"text":"I can.","start":962.185,"end":962.84503,"sentiment":"neutral","sentiment_score":0.11768973618745804}],"sentiment":"neutral","sentiment_score":0.06660051876679063,"channel":1,"num_words":7,"start":960.585,"end":962.84503},{"sentences":[{"text":"The IP address, if it's still","start":963.4,"end":965.72003,"sentiment":"neutral","sentiment_score":0.014967401201526323}],"sentiment":"neutral","sentiment_score":0.014967401201526323,"channel":0,"num_words":6,"start":963.4,"end":965.72003},{"sentences":[{"text":"How do I check the IP address?","start":966.56,"end":968.18,"sentiment":"neutral","sentiment_score":0.01559789159468242}],"sentiment":"neutral","sentiment_score":0.01559789159468242,"channel":1,"num_words":7,"start":966.56,"end":968.18},{"sentences":[{"text":"can we do speed test?","start":969.605,"end":971.785,"sentiment":"neutral","sentiment_score":0.031379856541752814}],"sentiment":"neutral","sentiment_score":0.031379856541752814,"channel":0,"num_words":5,"start":969.605,"end":971.785},{"sentences":[{"text":"Yep.","start":972.64,"end":973.14,"sentiment":"neutral","sentiment_score":0.023933878168463707}],"sentiment":"neutral","sentiment_score":0.023933878168463707,"channel":1,"num_words":1,"start":972.64,"end":973.14},{"sentences":[{"text":"Mhmm.","start":973.365,"end":973.865,"sentiment":"neutral","sentiment_score":-0.021864131093025208},{"text":"But may I know again how did you know how did you know that you're not getting the correct IP?","start":975.685,"end":982.505,"sentiment":"neutral","sentiment_score":-0.2630131646990776}],"sentiment":"neutral","sentiment_score":-0.25152987738450366,"channel":0,"num_words":21,"start":973.365,"end":982.505},{"sentences":[{"text":"Yes.","start":984.09503,"end":984.59503,"sentiment":"neutral","sentiment_score":-0.13917961716651917},{"text":"So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi.","start":984.655,"end":994.44,"sentiment":"neutral","sentiment_score":-0.24589234888553618},{"text":"And, like, it's, like, putting me in a random different country, so they're not working.","start":994.66,"end":999.0,"sentiment":"negative","sentiment_score":-0.38962761958440145},{"text":"And then when I connect to mobile data, it works completely 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two.","start":1048.63,"end":1056.01,"sentiment":"neutral","sentiment_score":0.008025313993649823},{"text":"Is that what you're after?","start":1056.15,"end":1057.85,"sentiment":"neutral","sentiment_score":0.008016233518719672}],"sentiment":"neutral","sentiment_score":0.012497018779749456,"channel":1,"num_words":23,"start":1022.67004,"end":1057.85},{"sentences":[{"text":"Yeah.","start":1059.545,"end":1060.045,"sentiment":"neutral","sentiment_score":-0.003259682096540928},{"text":"How about the jail location?","start":1060.185,"end":1062.59,"sentiment":"neutral","sentiment_score":-0.015255858190357685},{"text":"Can you see the it says jail","start":1062.73,"end":1064.49,"sentiment":"neutral","sentiment_score":-0.010048342469547476}],"sentiment":"neutral","sentiment_score":-0.011529028487320129,"channel":0,"num_words":13,"start":1059.545,"end":1064.49},{"sentences":[{"text":"That's","start":1064.235,"end":1064.555,"sentiment":"neutral","sentiment_score":-0.014358876273036005}],"sentiment":"neutral","sentiment_score":-0.014358876273036005,"channel":1,"num_words":1,"start":1064.235,"end":1064.555},{"sentences":[{"text":"location?","start":1064.49,"end":1064.99,"sentiment":"neutral","sentiment_score":-0.007544268853962421}],"sentiment":"neutral","sentiment_score":-0.007544268853962421,"channel":0,"num_words":1,"start":1064.49,"end":1064.99},{"sentences":[{"text":"A R D.","start":1064.555,"end":1065.455,"sentiment":"neutral","sentiment_score":-0.0036961395914355912},{"text":"Grantsville, UT.","start":1067.355,"end":1068.815,"sentiment":"neutral","sentiment_score":0.0015272020536940545},{"text":"It's showing that I'm in Utah.","start":1076.17,"end":1078.11,"sentiment":"neutral","sentiment_score":-0.026299213369687397}],"sentiment":"neutral","sentiment_score":-0.015075390444094823,"channel":1,"num_words":11,"start":1064.555,"end":1078.11},{"sentences":[{"text":"Utah?","start":1082.325,"end":1082.825,"sentiment":"neutral","sentiment_score":-0.01795460283756256}],"sentiment":"neutral","sentiment_score":-0.01795460283756256,"channel":0,"num_words":1,"start":1082.325,"end":1082.825},{"sentences":[{"text":"Utah?","start":1082.65,"end":1083.15,"sentiment":"neutral","sentiment_score":-0.013628920540213583},{"text":"Yep.","start":1083.37,"end":1083.87,"sentiment":"neutral","sentiment_score":0.007177650462836027}],"sentiment":"neutral","sentiment_score":-0.003225635038688778,"channel":1,"num_words":2,"start":1082.65,"end":1083.87},{"sentences":[{"text":"Okay.","start":1087.125,"end":1087.62,"sentiment":"neutral","sentiment_score":0.023146335035562515},{"text":"Can you can we try to","start":1088.18,"end":1090.04,"sentiment":"neutral","sentiment_score":0.02239911196132501}],"sentiment":"neutral","sentiment_score":0.02250585811478751,"channel":0,"num_words":7,"start":1087.125,"end":1090.04},{"sentences":[{"text":"Yep.","start":1089.5449,"end":1090.0449,"sentiment":"neutral","sentiment_score":0.02423955872654915}],"sentiment":"neutral","sentiment_score":0.02423955872654915,"channel":1,"num_words":1,"start":1089.5449,"end":1090.0449},{"sentences":[{"text":"you said you're doing a stream?","start":1091.62,"end":1093.5599,"sentiment":"neutral","sentiment_score":-0.004851429529177646},{"text":"Are you able to can you try to log in there for us to check if it's still","start":1102.365,"end":1107.585,"sentiment":"neutral","sentiment_score":-0.008020016882154677}],"sentiment":"neutral","sentiment_score":-0.007227870043910419,"channel":0,"num_words":24,"start":1091.62,"end":1107.585},{"sentences":[{"text":"Yeah.","start":1107.9,"end":1108.22,"sentiment":"neutral","sentiment_score":-0.04525521397590637}],"sentiment":"neutral","sentiment_score":-0.04525521397590637,"channel":1,"num_words":1,"start":1107.9,"end":1108.22},{"sentences":[{"text":"saying","start":1108.045,"end":1108.285,"sentiment":"neutral","sentiment_score":-0.045570358633995056}],"sentiment":"neutral","sentiment_score":-0.045570358633995056,"channel":0,"num_words":1,"start":1108.045,"end":1108.285},{"sentences":[{"text":"So","start":1108.22,"end":1108.46,"sentiment":"neutral","sentiment_score":-0.11745703965425491}],"sentiment":"neutral","sentiment_score":-0.11745703965425491,"channel":1,"num_words":1,"start":1108.22,"end":1108.46},{"sentences":[{"text":"you wrong?","start":1108.285,"end":1108.945,"sentiment":"neutral","sentiment_score":-0.19893264025449753}],"sentiment":"neutral","sentiment_score":-0.19893264025449753,"channel":0,"num_words":2,"start":1108.285,"end":1108.945},{"sentences":[{"text":"I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy.","start":1108.46,"end":1114.14,"sentiment":"negative","sentiment_score":-0.36836742361386615},{"text":"Please turn off any of these services and try again.","start":1114.14,"end":1114.3,"sentiment":"negative","sentiment_score":-0.4612441688776016},{"text":"There's a","start":1114.3,"end":1115.12,"sentiment":"neutral","sentiment_score":-0.17698600143194199}],"sentiment":"negative","sentiment_score":-0.3849130178039724,"channel":1,"num_words":33,"start":1108.46,"end":1115.12},{"sentences":[{"text":"Is that the error message you're receiving 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with","start":1232.7999,"end":1237.52,"sentiment":"neutral","sentiment_score":-0.30149127542972565}],"sentiment":"neutral","sentiment_score":-0.2942605337192272,"channel":0,"num_words":29,"start":1221.095,"end":1237.52},{"sentences":[{"text":"Yes.","start":1237.5,"end":1238.0,"sentiment":"neutral","sentiment_score":-0.15447640419006348}],"sentiment":"neutral","sentiment_score":-0.15447640419006348,"channel":1,"num_words":1,"start":1237.5,"end":1238.0},{"sentences":[{"text":"the Supa network.","start":1237.52,"end":1238.58,"sentiment":"neutral","sentiment_score":-0.12082417805989583},{"text":"Mhmm.","start":1239.0399,"end":1239.5399,"sentiment":"neutral","sentiment_score":-0.016621891409158707},{"text":"So, yeah, we'll be calling you later within this day.","start":1240.6849,"end":1246.145,"sentiment":"neutral","sentiment_score":0.10377893596887589},{"text":"Just keep your lines open, and I'm going to send you the ticket number 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to get my friend to call as well because he's having the same issues?","start":1260.635,"end":1265.695,"sentiment":"neutral","sentiment_score":-0.01900290266463631}],"sentiment":"neutral","sentiment_score":-0.015562801435589791,"channel":1,"num_words":20,"start":1259.595,"end":1265.695},{"sentences":[{"text":"Yeah.","start":1267.24,"end":1267.74,"sentiment":"neutral","sentiment_score":0.03692096471786499},{"text":"If you're able to inform to inform him regarding it, 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yeah, we'll be going to just update you within this day.","start":1289.06,"end":1294.02,"sentiment":"neutral","sentiment_score":0.29053813094894093},{"text":"Bye for now.","start":1294.02,"end":1295.08,"sentiment":"neutral","sentiment_score":0.16516817112763724}],"sentiment":"neutral","sentiment_score":0.2671485332881703,"channel":0,"num_words":17,"start":1286.82,"end":1295.08},{"sentences":[{"text":"Yep.","start":1295.5529,"end":1296.0529,"sentiment":"neutral","sentiment_score":0.15825453400611875}],"sentiment":"neutral","sentiment_score":0.15825453400611875,"channel":1,"num_words":1,"start":1295.5529,"end":1296.0529},{"sentences":[{"text":"Yeah.","start":1296.66,"end":1296.98,"sentiment":"positive","sentiment_score":0.3438916504383087},{"text":"Thank 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The agent guides him through the setup wizard and wireless setup steps, but the issue persists. The agent suggests checking the IP address and wireless setup, and also asks about the internet speed and suggests a speed test. The agent explains that the five gigahertz is working better for longer ranges, but not working for some reason. The agent also asks the customer to reset their TV and mentions they are still investigating the issue. The agent will call the customer later and send them a ticket number reference."},"intents":{"segments":[{"text":"So right now, we did a reboot on the network side at your address. So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again Yep.","start_word":194,"end_word":234,"intents":[{"intent":"Fix connectivity issue","confidence_score":0.25688186}]},{"text":"It should be connected with the router's Wi Fi even though it has no Internet connection for you to access I'm it.","start_word":338,"end_word":359,"intents":[{"intent":"Access router's wi fi","confidence_score":0.0010249912}]},{"text":"And that's just me changing the password. Right?","start_word":656,"end_word":663,"intents":[{"intent":"Change password","confidence_score":0.5091274}]},{"text":"Can you check your IP address again? Yeah.","start_word":717,"end_word":724,"intents":[{"intent":"Check ip address","confidence_score":0.6075366},{"intent":"Check ip address","confidence_score":0.020363241}]},{"text":"What's the difference between the five gigahertz and 2.4 gigahertz? Like, Wi Fi?","start_word":743,"end_word":755,"intents":[{"intent":"Confirm difference","confidence_score":0.0126687605},{"intent":"Report issue with 2.4 gigahertz wifi options","confidence_score":0.000001889991}]},{"text":"But upon checking on your end, the line is online already. It's up and running. But are you able to access the Internet now No. or Alright.","start_word":873,"end_word":899,"intents":[{"intent":"Access internet","confidence_score":0.33156818}]},{"text":"So are you able to check check it again now? Check you're gonna yep. Sure. I can. The IP address, if it's still How do I check the IP address?","start_word":968,"end_word":997,"intents":[{"intent":"Check ip address","confidence_score":0.5766843}]},{"text":"Can we do a speed test now for Yep. us to I'm check? doing I'm yeah. I'm just doing that now. Because it will also determine the IP your IP location upon doing the speed test.","start_word":1081,"end_word":1116,"intents":[{"intent":"Do speed test","confidence_score":0.09441382}]},{"text":"Are you able to can you try to log in there for us to check if it's still Yeah. saying So you wrong?","start_word":1183,"end_word":1205,"intents":[{"intent":"Log in","confidence_score":0.84276915}]},{"text":"I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy. Please turn off any of these services and try again.","start_word":1206,"end_word":1236,"intents":[{"intent":"Use vpn","confidence_score":0.015320897}]},{"text":"There's a Is that the error message you're receiving also? Yeah.","start_word":1237,"end_word":1247,"intents":[{"intent":"Receive error message","confidence_score":0.032654215}]},{"text":"Are you able to, like, reset the TV? This is on my phone.","start_word":1302,"end_word":1314,"intents":[{"intent":"Reset tv","confidence_score":0.1736645}]},{"text":"So now what we're going to do is log a phone to the super network directly because this is a network phone.","start_word":1338,"end_word":1359,"intents":[{"intent":"Log phone into super network","confidence_score":0.004755173}]},{"text":"And I'll be also sending you the ticket number for your reference via email.","start_word":1390,"end_word":1403,"intents":[{"intent":"Provide ticket number","confidence_score":0.17545313}]},{"text":"So this is a problem with Super Network, you said? Yeah.","start_word":1404,"end_word":1414,"intents":[{"intent":"Report network issue","confidence_score":0.05825962}]},{"text":"And did you want me to get my friend to call as well because he's having the same issues? Yeah.","start_word":1534,"end_word":1553,"intents":[{"intent":"Get friend to call","confidence_score":0.021574743}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.14745154976844788},{"text":"Good morning. This is Maureen from Erdo tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.36518925428390503},{"text":"Hi, Maureen. My name is Path, and I just I'm just having some Mhmm. So yesterday, when I tried to Mhmm. like, apparently, you guys did some upgrade. And then when I was trying to use the Internet, nothing would work. Like, none of my streaming services would work because it said that I'm out of the country. So, apparently, my like, it's well, the IP address for the Wi Fi is, like, not in Australia for some reason.","start_word":16,"end_word":94,"sentiment":"neutral","sentiment_score":-0.19845347106456757},{"text":"And then I tried to, like, reboot the modem, like, the router, and now, like, my Wi Fi is just not working at all.","start_word":95,"end_word":118,"sentiment":"negative","sentiment_score":-0.3386339843273163},{"text":"Okay. I see. Did you press anything with the router? I clicked the reset button. Okay. I see. So in that case, it might be deleted the credentials of the router? Because, yeah, you reset you received reset the router. Is it Right. okay if I put you on hold? Let me just check your account. Yep. Am I speaking with Bart Kenneth? Yep. Okay. Hang on. Hello, Bart? Hello? Yes. Thank you for waiting. So right now, we did a reboot on the network side at your address. So but for us to determine if the issue is still there, we need to log in to the router's interface and connect your router again Yep. with the triple PoE credentials because Mhmm. you you reset to the router, so it deleted the credentials. Do you want me to walk you through the steps or send you an email instruction instead on how to connect Can you your just router? walk me through it? Okay. Sure. Can we log in to the router's interface? Yep. Mhmm. One second. It's 198192. Yep. Okay. I'm in the router's interface. Mhmm. Well, I'm not there yet. The only thing is I'm not connected to Wi Fi, so will I still be able to log in to the router's interface? Yeah.","start_word":119,"end_word":335,"sentiment":"neutral","sentiment_score":-0.0003354746149852872},{"text":"That's correct.","start_word":336,"end_word":337,"sentiment":"positive","sentiment_score":0.3739768266677856},{"text":"It should be connected with the router's Wi Fi even though it has no Internet connection for you to access I'm it. Mhmm. I'm not.","start_word":338,"end_word":362,"sentiment":"neutral","sentiment_score":0.11963967233896255},{"text":"It's just coming up with a red light, and, like, the Wi Fi isn't even coming up.","start_word":363,"end_word":379,"sentiment":"negative","sentiment_score":-0.39512333273887634},{"text":"Like let me try. Let me try. It's not showing also on the Wi Fi available on your device? It is. Now now it is, but it's I'm trying to connect to it, but it just says incorrect password. Okay. Can you see the stickers at the back of your router? There should be the Wi Fi password there. Yep. Yep. It Okay. says Yep. Wi Fi key or Yep. w LAN Yep. Give me key. one second. Mhmm. Sure. Yep. It just says my Internet connection now. Okay. So, yep, on your browser, in the address bar, type the IP address, The Internet? print it on the back of your router also. Yep. Done that. I'm logged in to the Wi Fi interface now. It just it says the setup wizard will guide you to configure the router for the first time. Can you see a PPPoE connection? It's Oh, coming that's up a with nice. so it says the setup wizard will guide you to configure the router for the first time. Please follow the setup wizard step by step. So access type PPOE. Yeah. That's correct. Yep. Username, Then password. Yes. So for the username and password, I'll send it to you now via SMS. Sure. Yeah. Okay. Hang on. There you go. Have you received the message? I have. Yep. Okay. So for the username and password at the triple POE, kindly enter that one. Yep. Yep. Now it says LAN setup. Mhmm. LAN IP address, LAN subnet mask, DHCP client range. It's all prefilled, so should I just go next? Yeah. Can you skip that one? Yep. Mhmm. Admin account? Okay. And that's just me changing the password. Right? Yeah. But you can change it later on. Yep. One second. It's not it says I have to change it now. Okay. Just give me one second. Yep. Done. Yep. It just says wireless setup now. So I just Mhmm. Okay. done that. Uh-uh. So we did a reboot on the network site. Can you check your IP address again? Yeah. One Let second. me check It's just waiting for me to finish the wireless setup. it. Okay. Sure. What's the difference between the five gigahertz and 2.4 gigahertz? Like, Wi Fi? Hello? Sorry. Yeah. I just wanted Mhmm. to ask what the difference was between the 2.4 gigahertz and the five gigahertz Wi Fi options. Okay. I see. So the the 2.4 gigahertz is works better for longer range. It covers more of your house. It's more stable through walls and obstacles, slightly slower speeds compared to five g. So Yes. the five gigahertz is works better for faster speeds.","start_word":380,"end_word":824,"sentiment":"neutral","sentiment_score":0.045892525179667416},{"text":"It's good for streaming, gaming, video calls.","start_word":825,"end_word":831,"sentiment":"positive","sentiment_score":0.49931249022483826},{"text":"It's Yes. best when you're close to the router, but doesn't travel as far far Yep. as the point four and can be weaker through walls. Cool. Mhmm. It's not letting it's not finishing for some reason. Let's click finish. Mhmm. But upon checking on your end, the line is online already. It's up and running. But are you able to access the Internet now No. or Alright. still Just one second. no. I'm just checking that now. Okay. Sure. Yes. Internet's up and running. Now I just wanted to ask you the issue with, like, the location. Actually, for that, we're not yet sure yet. We're still investigating the issue because a lot of customers are also complaining that their IP address have changed after the Yep. upgrade thing that we did.","start_word":832,"end_word":964,"sentiment":"neutral","sentiment_score":-0.04991079900497781},{"text":"Exactly.","start_word":965,"end_word":965,"sentiment":"positive","sentiment_score":0.4203333854675293},{"text":"Yeah. Mhmm. So are you able to check check it again now? Check you're gonna yep. Sure. I can. The IP address, if it's still How do I check the IP address? can we do speed test? Yep. Mhmm. But may I know again how did you know how did you know that you're not getting the correct IP? Yes. So when I was, like, using streaming services, it all just says that, like, I'm out of the country when I connect to Wi Fi.","start_word":966,"end_word":1050,"sentiment":"neutral","sentiment_score":-0.09472306072711945},{"text":"And, like, it's, like, putting me in a random different country, so they're not working.","start_word":1051,"end_word":1065,"sentiment":"negative","sentiment_score":-0.38713738322258},{"text":"And then when I connect to mobile data, it works completely fine. Okay. I see. Can we do a speed test now for Yep. us to I'm check? doing I'm yeah. I'm just doing that now. Because it will also determine the IP your IP location upon doing the speed test. Yep. Okay. Where yep. Is it it says sixty five point four nine point three two point two. Is that what you're after? Yeah. How about the jail location? Can you see the it says jail That's location? A R D. Grantsville, UT. It's showing that I'm in Utah. Utah? Utah? Yep. Okay. Can you can we try to Yep. you said you're doing a stream? Are you able to can you try to log in there for us to check if it's still Yeah. saying So you wrong?","start_word":1066,"end_word":1205,"sentiment":"neutral","sentiment_score":0.028752921149134636},{"text":"I just got on to Netflix, and it just came up with you seem to be using a VPN or proxy. Please turn off any of these services and try again.","start_word":1206,"end_word":1236,"sentiment":"negative","sentiment_score":-0.39692094922065735},{"text":"There's a Is that the error message you're receiving also? Yeah. I'm receiving a whole, like, lot of different error messages based on what streaming service I use. Like, even if I try to use the channel nine app, it says it right now, it says it looks like you're currently out of the country. This app is only available in Australia. Okay. I see. Are you able to, like, reset the TV? This is on my phone. Like, it Okay. and as soon as I switch from mobile Wi Fi to mobile data, it starts working again. Okay. I see. So now what we're going to do is log a phone to the super network directly because this is a network phone. I already take a note on your concern regarding the IP location. So is it okay if I give you a callback for Yep. update, mhmm, Sure. within this day? And I'll be also sending you the ticket number for your reference via email. So this is a problem with Super Network, you said? Yeah. That's correct. This But is one of a my network one of network. my one of my friends who lives in a different building, but he's also with Airtel, he's having the exact same problem. Probably because you are not the only one who raised this Yeah. kind of concern regarding the network. Actually, after we did the upgrade, a lot of customers complaining regarding this same issue. So we're not yet sure what's happening with Yes. the Supa network. Mhmm. So, yeah, we'll be calling you later within this day. Just keep your lines open, and I'm going to send you the ticket number reference Yep. by email. Okay. Mhmm. That we did the love ticket for. Okay. And did you want me to get my friend to call as well because he's having the same issues? Yeah. If you're able to inform to inform him regarding it, if Right. it's And so you're sending if he also me you're experiencing raising a it. concern with Super Network and then giving it to me, the ticket number? Yeah. That's correct. So I'll be sending it to you shortly. Sure. Okay.","start_word":1237,"end_word":1605,"sentiment":"neutral","sentiment_score":-0.04811662319431783},{"text":"Awesome. Sweet.","start_word":1606,"end_word":1607,"sentiment":"positive","sentiment_score":0.836172342300415},{"text":"Mhmm. Okay. So, yeah, we'll be going to just update you within this day. Bye for now. Yep.","start_word":1608,"end_word":1625,"sentiment":"neutral","sentiment_score":0.24733242392539975},{"text":"Yeah. Thank you.","start_word":1626,"end_word":1628,"sentiment":"positive","sentiment_score":0.5786688923835754}],"average":{"sentiment":"neutral","sentiment_score":-0.01869314389144032}}}}