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I just want to make sure that we will also do this test to make sure your you've entered the correct PPPoE details or credentials on your router. Is that okay? Thank you so much. Using your phone You can use your phone. Please make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login. Yeah. Yeah. Turn on your Wi Fi. Just make sure that your phone is connected to the Wi Fi even without the Internet. Okay. Can you get a laptop or computer or phone or device? And then once that once you have a device or laptop or computer, just let me know whenever you're ready. Okay. And does it say no Internet connection, like an exclamation point at the Wi Fi icon? Okay. So on your browser on your phone browser, can you type in this set of numbers? On your phone's web browser, please type in numbers 192 dot Yes. Like a period dot 168. No. No. No. No. 1921681 1. Yes. And it has a dot after 192 as well. Correct. And then please click search. Are you in? I mean, can you tell me what are you seeing on your screen? Okay. Sure. Yes. Hello. What is the error message again? Mhmm. Can you try are you familiar with the incognito mode or in the private mode? Yes, please. We can try that so that it has no clear I mean, no active cache and cookies. Yes. One nine two dot one six eight dot one dot one. If I may ask if can you double check if you are connected to your Internet your Wi Fi name? Are you seeing can you take a screenshot of your page and then send it to me via email as well? Oh, I'm so sorry for that. I see. No. No. No. No need for that. No worries. There's no need to do it. I don't wanna hassle you around going back to going back downstairs. If you could tell me again the message that you are seeing on the website. This Are you seeing a hyperlink where you can also click the link? Okay. That is fine. It's fine. If you are currently in your apartment, aside from this red light, are you seeing any lights available on your router? Time reserving to me. Okay. Yes, sir. Okay. Well, thank you so much again for your time. Ashish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay? Thank you for your time, Chelsea, and have a great weekend again. Goodbye. 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Hello, Sullivan. I'm sorry. My name is Mary, and I I spoke with you earlier about your Internet connection. Yes.\n\nAre you currently in your apartment right now? I just want to make sure that we will also do this test to make sure your you've entered the correct PPPoE details or credentials on your router. Is that okay? Thank you so much. Using your phone You can use your phone.\n\nPlease make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login. Yeah. Yeah. Turn on your Wi Fi. Just make sure that your phone is connected to the Wi Fi even without the Internet.\n\nOkay. Can you get a laptop or computer or phone or device? And then once that once you have a device or laptop or computer, just let me know whenever you're ready. Okay. And does it say no Internet connection, like an exclamation point at the Wi Fi icon?\n\nOkay. So on your browser on your phone browser, can you type in this set of numbers? On your phone's web browser, please type in numbers 192 dot Yes. Like a period dot 168. No.\n\nNo. No. No. 1921681 1. Yes.\n\nAnd it has a dot after 192 as well. Correct. And then please click search. Are you in? I mean, can you tell me what are you seeing on your screen?\n\nOkay. Sure. Yes. Hello. What is the error message again?\n\nMhmm. Can you try are you familiar with the incognito mode or in the private mode? Yes, please. We can try that so that it has no clear I mean, no active cache and cookies. Yes.\n\nOne nine two dot one six eight dot one dot one. If I may ask if can you double check if you are connected to your Internet your Wi Fi name? Are you seeing can you take a screenshot of your page and then send it to me via email as well? Oh, I'm so sorry for that. I see.\n\nNo. No. No. No need for that. No worries.\n\nThere's no need to do it. I don't wanna hassle you around going back to going back downstairs. If you could tell me again the message that you are seeing on the website. This Are you seeing a hyperlink where you can also click the link? Okay.\n\nThat is fine. It's fine. If you are currently in your apartment, aside from this red light, are you seeing any lights available on your router? Time reserving to me. Okay.\n\nYes, sir. Okay. Well, thank you so much again for your time. Ashish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay?\n\nThank you for your time, Chelsea, and have a great weekend again. Goodbye. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.3999999,"end":2.8999999,"sentiment":"neutral","sentiment_score":0.004146017599850893},{"text":"Hello, Sullivan.","start":5.7599998,"end":7.3799996,"sentiment":"neutral","sentiment_score":-0.0096848807297647},{"text":"I'm sorry.","start":7.44,"end":8.18,"sentiment":"neutral","sentiment_score":-0.21664509177207947},{"text":"My name is Mary, and I I spoke with you earlier about your Internet connection.","start":10.16,"end":14.42,"sentiment":"neutral","sentiment_score":-0.12833446115255356},{"text":"Yes.","start":16.955,"end":17.455,"sentiment":"neutral","sentiment_score":0.01782863959670067}],"sentiment":"neutral","sentiment_score":-0.11217629548073524,"num_words":21,"start":2.3999999,"end":17.455},{"sentences":[{"text":"Are you currently in your apartment right now?","start":17.595,"end":19.835,"sentiment":"neutral","sentiment_score":0.007817375473678112},{"text":"I just want to make sure that we will also do this test to 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Yes? Hello. Mhmm. Yes. So I need to put on my Wi Fi. That's what you're saying? Turn on the Wi Fi. Okay. Yes. My phone is connected already. Yes. Okay. Mhmm. One nine two dot full stop. Mhmm. 1681254. One six eight dot one. 19216811. Sir, it's 19216811. Not yet. It's still loading. It's just saying this site can't be reached. Currently unreachable. ERR connection failed. Hello? The browser is just saying this site can't be reached. One nine two one six eight one one is currently unreachable. ERS connection failed. Not really. Oh, incognito. Should I press that? Okay. So the same number. One 19 216-6811 slash It's saying the same thing. Yes. I am. Every time I have to send you a photo, I have to go downstairs. But for in the evening, it can't work. I tried to send messages. Messages. My mobile network is not working. It's saying the same thing. The site can't be reached. This number 192 is currently unreachable. ERN connection. So the only difference is the screen is now gray. 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So the only difference is the screen is now gray. It's not white because this is the incognito. Mm-mm. It just says it should reload.\n\nAnd if I try to click reload, there is nothing. There is no iPad link anywhere. On the router, just the red light. On the black box, just those green light. Yeah.\n\nAlright. Okay. 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Fi.","start":69.49,"end":71.03,"sentiment":"neutral","sentiment_score":0.03514819033443928},{"text":"Okay.","start":71.854996,"end":72.354996,"sentiment":"neutral","sentiment_score":0.08586098998785019},{"text":"Yes.","start":94.14,"end":94.64,"sentiment":"neutral","sentiment_score":0.12408046424388884}],"sentiment":"neutral","sentiment_score":0.05696566058322787,"num_words":20,"start":65.090004,"end":94.64},{"sentences":[{"text":"My phone is connected already.","start":102.134995,"end":104.395,"sentiment":"neutral","sentiment_score":0.13948637545108794},{"text":"Yes.","start":114.134995,"end":114.634995,"sentiment":"neutral","sentiment_score":-0.0003394372761249542},{"text":"Okay.","start":129.82501,"end":130.32501,"sentiment":"neutral","sentiment_score":-0.0057440465316176414},{"text":"Mhmm.","start":135.425,"end":135.925,"sentiment":"neutral","sentiment_score":-0.00907150562852621},{"text":"One nine two dot full 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yet.","start":221.675,"end":222.415,"sentiment":"neutral","sentiment_score":-0.12688415497541428},{"text":"It's still loading.","start":224.47499,"end":225.775,"sentiment":"neutral","sentiment_score":-0.14213026066621146},{"text":"It's just saying this site can't be reached.","start":288.36002,"end":292.54,"sentiment":"negative","sentiment_score":-0.3520447462797165},{"text":"Currently unreachable.","start":296.91498,"end":298.29498,"sentiment":"negative","sentiment_score":-0.40978242456912994},{"text":"ERR connection failed.","start":300.35498,"end":302.53497,"sentiment":"negative","sentiment_score":-0.4056011935075124}],"sentiment":"neutral","sentiment_score":-0.30738252732488847,"num_words":18,"start":221.675,"end":302.53497},{"sentences":[{"text":"Hello?","start":306.83,"end":307.33,"sentiment":"neutral","sentiment_score":-0.18741679191589355},{"text":"The browser is just saying this site can't be reached.","start":315.78998,"end":322.145,"sentiment":"neutral","sentiment_score":-0.32948642075061796},{"text":"One nine two one six eight one one is currently unreachable.","start":323.165,"end":329.345,"sentiment":"neutral","sentiment_score":-0.27163159169934015},{"text":"ERS connection failed.","start":330.765,"end":332.70502,"sentiment":"neutral","sentiment_score":-0.24325423936049143},{"text":"Not really.","start":349.965,"end":350.785,"sentiment":"neutral","sentiment_score":-0.11647270992398262}],"sentiment":"neutral","sentiment_score":-0.2752939498534909,"num_words":27,"start":306.83,"end":350.785},{"sentences":[{"text":"Oh, incognito.","start":352.285,"end":353.505,"sentiment":"neutral","sentiment_score":-0.0446243267506361},{"text":"Should I press that?","start":353.965,"end":355.345,"sentiment":"neutral","sentiment_score":-0.017298101214691997},{"text":"Okay.","start":364.79,"end":365.27,"sentiment":"neutral","sentiment_score":0.018223263323307037},{"text":"So the same number.","start":365.27,"end":366.72998,"sentiment":"neutral","sentiment_score":0.02051073033362627},{"text":"One 19 216-6811 slash It's saying the same thing.","start":366.79,"end":414.80002,"sentiment":"neutral","sentiment_score":-0.0005545484600588675}],"sentiment":"neutral","sentiment_score":-0.003158290492137894,"num_words":20,"start":352.285,"end":414.80002},{"sentences":[{"text":"Yes.","start":430.535,"end":430.775,"sentiment":"neutral","sentiment_score":0.03705853223800659},{"text":"I am.","start":430.775,"end":431.595,"sentiment":"neutral","sentiment_score":0.037087805569171906},{"text":"Every time I have to send you a photo, I have to go downstairs.","start":452.545,"end":456.565,"sentiment":"neutral","sentiment_score":-0.06776948113526617},{"text":"But for in the evening, it can't work.","start":459.185,"end":462.005,"sentiment":"neutral","sentiment_score":-0.22563635930418968},{"text":"I tried to send messages.","start":462.785,"end":464.37,"sentiment":"neutral","sentiment_score":-0.13797100335359574}],"sentiment":"neutral","sentiment_score":-0.1110828161239624,"num_words":30,"start":430.535,"end":464.37},{"sentences":[{"text":"Messages.","start":464.77,"end":465.16998,"sentiment":"neutral","sentiment_score":-0.1299699693918228},{"text":"My mobile network is not working.","start":465.16998,"end":467.66998,"sentiment":"neutral","sentiment_score":-0.30467138687769574},{"text":"It's saying the same thing.","start":492.625,"end":494.68,"sentiment":"neutral","sentiment_score":-0.06371678560972213},{"text":"The site can't be reached.","start":494.68,"end":496.54,"sentiment":"neutral","sentiment_score":-0.1980665624141693},{"text":"This number 192 is currently unreachable.","start":497.4,"end":501.02,"sentiment":"neutral","sentiment_score":-0.20091907680034637}],"sentiment":"neutral","sentiment_score":-0.19445345615563187,"num_words":23,"start":464.77,"end":501.02},{"sentences":[{"text":"ERN connection.","start":502.2,"end":503.1,"sentiment":"neutral","sentiment_score":-0.03532279469072819},{"text":"So the only difference is the screen is now gray.","start":503.48,"end":507.815,"sentiment":"neutral","sentiment_score":-0.06419257298111916},{"text":"It's not white because this is the incognito.","start":507.815,"end":510.55502,"sentiment":"neutral","sentiment_score":-0.0620114840567112},{"text":"Mm-mm.","start":514.85504,"end":515.35504,"sentiment":"neutral","sentiment_score":-0.010945739224553108},{"text":"It just says it should reload.","start":519.655,"end":522.31,"sentiment":"neutral","sentiment_score":-0.07909303903579712}],"sentiment":"neutral","sentiment_score":-0.06274693204021012,"num_words":27,"start":502.2,"end":522.31},{"sentences":[{"text":"And if I try to click reload, there is nothing.","start":522.53,"end":525.75,"sentiment":"neutral","sentiment_score":-0.13317350745201112},{"text":"There is no iPad link anywhere.","start":526.53,"end":529.27,"sentiment":"neutral","sentiment_score":-0.1912489359577497},{"text":"On the router, just the red light.","start":551.79004,"end":554.11005,"sentiment":"neutral","sentiment_score":-0.008414226584136486},{"text":"On the black box, just those green light.","start":554.11005,"end":558.77,"sentiment":"neutral","sentiment_score":-0.0011081735137850044},{"text":"Yeah.","start":559.07,"end":559.57,"sentiment":"neutral","sentiment_score":0.02294942736625671}],"sentiment":"neutral","sentiment_score":-0.07887638240936212,"num_words":32,"start":522.53,"end":559.57},{"sentences":[{"text":"Alright.","start":582.31,"end":582.81,"sentiment":"positive","sentiment_score":0.3572688102722168},{"text":"Okay.","start":588.2589,"end":588.7589,"sentiment":"neutral","sentiment_score":0.07425688207149506},{"text":"Alright.","start":588.97894,"end":589.47894,"sentiment":"neutral","sentiment_score":0.1968352198600769}],"sentiment":"neutral","sentiment_score":0.2094536374012629,"num_words":3,"start":582.31,"end":589.47894}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello?\n\nChannel 1: Hello? Yes?\n\nChannel 0: Hello,\n\nChannel 1: Hello.\n\nChannel 0: Sullivan. I'm sorry. My name is Mary, and I I spoke with you earlier about your Internet connection.\n\nChannel 1: Mhmm.\n\nChannel 0: Yes. Are you currently in your apartment right now? I just want to make sure that we will also do this test to make sure your you've entered the correct PPPoE details or credentials on your router. Is that okay?\n\nChannel 1: Yes.\n\nChannel 0: Thank you so much. Using your phone You can use your phone. Please make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login.\n\nChannel 1: So I need to put on my Wi Fi. That's what you're saying? Turn on the Wi\n\nChannel 0: Yeah.\n\nChannel 1: Fi.\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: Turn on your Wi Fi. Just make sure that your phone is connected to the Wi Fi even without the Internet. Okay. Can you get a laptop or computer or phone or device?\n\nChannel 1: Yes.\n\nChannel 0: And then once that once you have a device or laptop or computer, just let me know whenever you're ready.\n\nChannel 1: My phone is connected already.\n\nChannel 0: Okay. And does it say no Internet connection, like an exclamation point at the Wi Fi icon?\n\nChannel 1: Yes.\n\nChannel 0: Okay. So on your browser on your phone browser, can you type in this set of numbers?\n\nChannel 1: Okay. Mhmm.\n\nChannel 0: On your phone's web browser, please type in numbers 192\n\nChannel 1: One nine two\n\nChannel 0: dot\n\nChannel 1: dot full stop.\n\nChannel 0: Yes. Like a period dot\n\nChannel 1: Mhmm.\n\nChannel 0: 168.\n\nChannel 1: 1681254.\n\nChannel 0: No. No. No. No. 1921681\n\nChannel 1: One six eight dot one.\n\nChannel 0: 1.\n\nChannel 1: 19216811.\n\nChannel 0: Yes. And it has a dot after 192 as well.\n\nChannel 1: Sir, it's 19216811.\n\nChannel 0: Correct. And then please click search. Are you in? I mean,\n\nChannel 1: Not\n\nChannel 0: can\n\nChannel 1: yet.\n\nChannel 0: you tell me what are you seeing on your screen?\n\nChannel 1: It's still loading.\n\nChannel 0: Okay. Sure.\n\nChannel 1: It's just saying this site can't be reached. Currently unreachable. ERR connection failed. Hello?\n\nChannel 0: Yes. Hello. What is the error message again?\n\nChannel 1: The browser is just saying this\n\nChannel 0: Mhmm.\n\nChannel 1: site can't be reached. One nine two one six eight one one is currently unreachable. ERS connection failed.\n\nChannel 0: Can you try are you familiar with the incognito mode or in the private mode?\n\nChannel 1: Not really. Oh, incognito. Should I press that?\n\nChannel 0: Yes, please. We can try that so that it has no clear I mean, no active cache and cookies.\n\nChannel 1: Okay. So the same number. One\n\nChannel 0: Yes.\n\nChannel 1: 19\n\nChannel 0: One nine two dot one six eight dot one dot one.\n\nChannel 1: 216-6811 slash It's saying the same thing.\n\nChannel 0: If I may ask if can you double check if you are connected to your Internet your Wi Fi name?\n\nChannel 1: Yes. I am.\n\nChannel 0: Are you seeing can you take a screenshot of your page and then send it to me via email as well?\n\nChannel 1: Every time I have to send you a photo, I have to go downstairs.\n\nChannel 0: Oh, I'm so sorry\n\nChannel 1: But for\n\nChannel 0: for that.\n\nChannel 1: in the evening, it can't work. I tried to send messages. Messages. My mobile network is not working.\n\nChannel 0: I see. No. No. No. No need for that.\n\nNo worries. There's no need to do it. I don't wanna hassle you around going back to going back downstairs. If you could tell me again the message that you are seeing on the website. This\n\nChannel 1: It's saying the same thing. The site can't be reached. This number 192 is currently unreachable. ERN connection. So the only difference is the screen is now gray.\n\nIt's not white because this is the incognito.\n\nChannel 0: Are you seeing a hyperlink where you can also\n\nChannel 1: Mm-mm.\n\nChannel 0: click the link?\n\nChannel 1: It just says it should reload. And if I try to click reload, there is nothing. There is no iPad link anywhere.\n\nChannel 0: Okay. That is fine. It's fine. If you are currently in your apartment, aside from this red light, are you seeing any lights available on your router?\n\nChannel 1: On the router, just the red light. On the black box, just those green light. Yeah.\n\nChannel 0: Time reserving to me. Okay. Yes, sir. Okay. Well, thank you so much again for your time.\n\nAshish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay?\n\nChannel 1: Alright.\n\nChannel 0: Thank you for your time, Chelsea, and have a great weekend again. Goodbye.\n\nChannel 1: Okay. Alright.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.3999999,"end":2.8999999,"sentiment":"neutral","sentiment_score":0.004146017599850893}],"sentiment":"neutral","sentiment_score":0.004146017599850893,"channel":0,"num_words":1,"start":2.3999999,"end":2.8999999},{"sentences":[{"text":"Hello?","start":3.04,"end":3.54,"sentiment":"neutral","sentiment_score":0.006067285314202309},{"text":"Yes?","start":3.84,"end":4.34,"sentiment":"neutral","sentiment_score":0.026332274079322815}],"sentiment":"neutral","sentiment_score":0.016199779696762562,"channel":1,"num_words":2,"start":3.04,"end":4.34},{"sentences":[{"text":"Hello,","start":5.7599998,"end":6.2599998,"sentiment":"neutral","sentiment_score":0.0029774783179163933}],"sentiment":"neutral","sentiment_score":0.0029774783179163933,"channel":0,"num_words":1,"start":5.7599998,"end":6.2599998},{"sentences":[{"text":"Hello.","start":6.3999996,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.010076232254505156}],"sentiment":"neutral","sentiment_score":0.010076232254505156,"channel":1,"num_words":1,"start":6.3999996,"end":6.8999996},{"sentences":[{"text":"Sullivan.","start":6.8799996,"end":7.3799996,"sentiment":"neutral","sentiment_score":-0.022347239777445793},{"text":"I'm sorry.","start":7.44,"end":8.18,"sentiment":"neutral","sentiment_score":-0.21664509177207947},{"text":"My name is Mary, and I I spoke with you earlier about your Internet connection.","start":10.16,"end":14.42,"sentiment":"neutral","sentiment_score":-0.12833446115255356}],"sentiment":"neutral","sentiment_score":-0.13225857447832823,"channel":0,"num_words":18,"start":6.8799996,"end":14.42},{"sentences":[{"text":"Mhmm.","start":15.595,"end":16.095001,"sentiment":"neutral","sentiment_score":-0.024860186502337456}],"sentiment":"neutral","sentiment_score":-0.024860186502337456,"channel":1,"num_words":1,"start":15.595,"end":16.095001},{"sentences":[{"text":"Yes.","start":16.955,"end":17.455,"sentiment":"neutral","sentiment_score":0.01782863959670067},{"text":"Are you currently in your apartment right now?","start":17.595,"end":19.835,"sentiment":"neutral","sentiment_score":0.007817375473678112},{"text":"I just want to make sure that we will also do this test to make sure your you've entered the correct PPPoE details or credentials on your router.","start":19.835,"end":32.83,"sentiment":"neutral","sentiment_score":0.043799788425011296},{"text":"Is that okay?","start":32.89,"end":33.95,"sentiment":"neutral","sentiment_score":0.092938631772995}],"sentiment":"neutral","sentiment_score":0.03963944036513567,"channel":0,"num_words":40,"start":16.955,"end":33.95},{"sentences":[{"text":"Yes.","start":35.02,"end":35.52,"sentiment":"neutral","sentiment_score":0.25645363330841064}],"sentiment":"neutral","sentiment_score":0.25645363330841064,"channel":1,"num_words":1,"start":35.02,"end":35.52},{"sentences":[{"text":"Thank you so much.","start":36.49,"end":37.63,"sentiment":"positive","sentiment_score":0.6574428826570511},{"text":"Using your phone You can use your phone.","start":40.25,"end":43.565,"sentiment":"neutral","sentiment_score":0.28655523620545864},{"text":"Please make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login.","start":44.425,"end":63.06,"sentiment":"neutral","sentiment_score":0.2933936123462284}],"sentiment":"neutral","sentiment_score":0.32386078782703565,"channel":0,"num_words":46,"start":36.49,"end":63.06},{"sentences":[{"text":"So I need to put on my Wi Fi.","start":65.090004,"end":67.73,"sentiment":"neutral","sentiment_score":0.06128459589348899},{"text":"That's what you're saying?","start":67.73,"end":68.95,"sentiment":"neutral","sentiment_score":0.05051736067980528},{"text":"Turn on the 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on your Wi Fi.","start":72.205,"end":73.665,"sentiment":"neutral","sentiment_score":0.08546599000692368},{"text":"Just make sure that your phone is connected to the Wi Fi even without the Internet.","start":75.325,"end":79.345,"sentiment":"neutral","sentiment_score":0.0802539368160069},{"text":"Okay.","start":84.13,"end":84.63,"sentiment":"neutral","sentiment_score":0.09439470618963242},{"text":"Can you get a laptop or computer or phone or device?","start":85.25,"end":90.31,"sentiment":"neutral","sentiment_score":0.09507504986091093}],"sentiment":"neutral","sentiment_score":0.08641252102273883,"channel":0,"num_words":33,"start":72.205,"end":90.31},{"sentences":[{"text":"Yes.","start":94.14,"end":94.64,"sentiment":"neutral","sentiment_score":0.12408046424388884}],"sentiment":"neutral","sentiment_score":0.12408046424388884,"channel":1,"num_words":1,"start":94.14,"end":94.64},{"sentences":[{"text":"And then once that once you have a device or laptop or computer, just let me know whenever you're ready.","start":94.795,"end":101.135,"sentiment":"neutral","sentiment_score":0.1422074232250452}],"sentiment":"neutral","sentiment_score":0.1422074232250452,"channel":0,"num_words":20,"start":94.795,"end":101.135},{"sentences":[{"text":"My phone is connected already.","start":102.134995,"end":104.395,"sentiment":"neutral","sentiment_score":0.13948637545108794}],"sentiment":"neutral","sentiment_score":0.13948637545108794,"channel":1,"num_words":5,"start":102.134995,"end":104.395},{"sentences":[{"text":"Okay.","start":105.835,"end":106.335,"sentiment":"neutral","sentiment_score":0.025703683495521545},{"text":"And does it say no Internet connection, like an exclamation point at the Wi Fi 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called to follow up on their internet connection and the agent, Mary, confirmed that they need to check the PPout E details and credentials on the router. The agent also instructed the customer to check the network settings and provided instructions for resolving the issue. The call ended with the agent thanking the customer for their time and saying they will get back to them."},"intents":{"segments":[{"text":"Please make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login. So I need to put on my Wi Fi. That's what you're saying? Turn on the Wi Yeah. Fi. Yeah. Okay. Turn on your Wi Fi. Just make sure that your phone is connected to the Wi Fi even without the Internet. Okay.","start_word":77,"end_word":153,"intents":[{"intent":"Verify router connection","confidence_score":0.026108881}]},{"text":"Can you try are you familiar with the incognito mode or in the private mode? Not really.","start_word":355,"end_word":371,"intents":[{"intent":"Troubleshoot incognito mode","confidence_score":0.0076834443}]},{"text":"If I may ask if can you double check if you are connected to your Internet your Wi Fi name? Yes. I am.","start_word":422,"end_word":444,"intents":[{"intent":"Check internet connection","confidence_score":0.061930984},{"intent":"Inquire about connection","confidence_score":0.00028907147},{"intent":"Resolve internet issue","confidence_score":0.00016477145}]},{"text":"Are you seeing can you take a screenshot of your page and then send it to me via email as well?","start_word":445,"end_word":465,"intents":[{"intent":"Send screenshot","confidence_score":0.32566085}]},{"text":"This number 192 is currently unreachable. ERN connection.","start_word":561,"end_word":568,"intents":[{"intent":"Identify unreachable number","confidence_score":0.00066968345}]},{"text":"Are you seeing a hyperlink where you can also Mm-mm. click the link?","start_word":587,"end_word":599,"intents":[{"intent":"Provide link","confidence_score":0.010585753}]},{"text":"Well, thank you so much again for your time. Ashish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay?","start_word":673,"end_word":703,"intents":[{"intent":"Request assistance","confidence_score":0.014375387}]},{"text":"Well, thank you so much again for your time. Ashish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay? Alright.","start_word":673,"end_word":704,"intents":[{"intent":"Request call back","confidence_score":0.017210823}]}]},"sentiments":{"segments":[{"text":"Hello? Hello? Yes? Hello, Hello. Sullivan. I'm sorry. My name is Mary, and I I spoke with you earlier about your Internet connection. Mhmm. Yes. Are you currently in your apartment right now? I just want to make sure that we will also do this test to make sure your you've entered the correct PPPoE details or credentials on your router. Is that okay? Yes.","start_word":0,"end_word":64,"sentiment":"neutral","sentiment_score":-0.010418175719678402},{"text":"Thank you so much.","start_word":65,"end_word":68,"sentiment":"positive","sentiment_score":0.6555124521255493},{"text":"Using your phone You can use your phone. Please make sure that you are connected to your Internet even without Internet connection because you you will be able to still be connected to this to your router to your router admin login. So I need to put on my Wi Fi. That's what you're saying? Turn on the Wi Yeah. Fi. Yeah. Okay. Turn on your Wi Fi. Just make sure that your phone is connected to the Wi Fi even without the Internet. Okay. Can you get a laptop or computer or phone or device? Yes. And then once that once you have a device or laptop or computer, just let me know whenever you're ready. My phone is connected already. Okay. And does it say no Internet connection, like an exclamation point at the Wi Fi icon? Yes. Okay. So on your browser on your phone browser, can you type in this set of numbers? Okay. Mhmm. On your phone's web browser, please type in numbers 192 One nine two dot dot full stop. Yes. Like a period dot Mhmm. 168. 1681254. No. No. No. No. 1921681 One six eight dot one. 1. 19216811. Yes. And it has a dot after 192 as well. Sir, it's 19216811. Correct. And then please click search. Are you in? I mean, Not can yet. you tell me what are you seeing on your screen? It's still loading. Okay. Sure.","start_word":69,"end_word":306,"sentiment":"neutral","sentiment_score":0.05272531881928444},{"text":"It's just saying this site can't be reached. Currently unreachable. ERR connection failed.","start_word":307,"end_word":319,"sentiment":"negative","sentiment_score":-0.3708995282649994},{"text":"Hello? Yes. Hello. What is the error message again? The browser is just saying this Mhmm.","start_word":320,"end_word":335,"sentiment":"neutral","sentiment_score":-0.21771004796028137},{"text":"site can't be reached.","start_word":336,"end_word":339,"sentiment":"negative","sentiment_score":-0.3675819933414459},{"text":"One nine two one six eight one one is currently unreachable. ERS connection failed. Can you try are you familiar with the incognito mode or in the private mode? Not really. Oh, incognito. Should I press that? Yes, please. We can try that so that it has no clear I mean, no active cache and cookies. Okay. So the same number. One Yes. 19 One nine two dot one six eight dot one dot one. 216-6811 slash It's saying the same thing. If I may ask if can you double check if you are connected to your Internet your Wi Fi name? Yes. I am. Are you seeing can you take a screenshot of your page and then send it to me via email as well? Every time I have to send you a photo, I have to go downstairs. Oh, I'm so sorry But for for that. in the evening, it can't work. I tried to send messages. Messages. My mobile network is not working. I see. No. No. No. No need for that. No worries. There's no need to do it. I don't wanna hassle you around going back to going back downstairs. If you could tell me again the message that you are seeing on the website. This It's saying the same thing. The site can't be reached. This number 192 is currently unreachable. ERN connection. So the only difference is the screen is now gray. It's not white because this is the incognito. Are you seeing a hyperlink where you can also Mm-mm. click the link? It just says it should reload. And if I try to click reload, there is nothing. There is no iPad link anywhere. Okay. That is fine. It's fine. If you are currently in your apartment, aside from this red light, are you seeing any lights available on your router? On the router, just the red light. On the black box, just those green light. Yeah. Time reserving to me. Okay. Yes, sir. Okay.","start_word":340,"end_word":672,"sentiment":"neutral","sentiment_score":-0.05205667022246498},{"text":"Well, thank you so much again for your time.","start_word":673,"end_word":681,"sentiment":"positive","sentiment_score":0.459338515996933},{"text":"Ashish, we will get back to you as soon as we receive our ticket or ticket response from the Super Network. Okay?","start_word":682,"end_word":703,"sentiment":"neutral","sentiment_score":0.22615914046764377},{"text":"Alright. Thank you for your time, Chelsea, and have a great weekend again.","start_word":704,"end_word":716,"sentiment":"positive","sentiment_score":0.5775148868560791},{"text":"Goodbye. Okay. Alright. Bye bye.","start_word":717,"end_word":721,"sentiment":"neutral","sentiment_score":0.1874805361032486}],"average":{"sentiment":"neutral","sentiment_score":0.002985083763235308}}}}