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It was reported here that you have an issue with your Internet connection and need to perform a power cycle route to the route and to the NTT. May I just ask what is the issue you're experiencing? Mhmm. Mhmm. Okay. I see. May I ask what is the issue you're experiencing? Are you experiencing slow speed or no Internet connection? Mhmm. Okay. I see. But how about now? You still cannot connect with the Internet? Because upon checking here on our end, services online, so it should be running right now. Okay. May I know what can you see when you try to connect with Internet? On your device? Mhmm. Okay. And what does it say? Does it says an error that there's no Internet connection, but you're connected to service? But you can connect with the service. Is that right? It's not showing. Okay. Can we try to, like, forget the network on your laptop? Yeah. Can we try it right now? We're on the phone. Are you using a wireless on connecting your laptop, or is it connected via LAN cable directly to the router? Sorry? Okay. Do you have an like, a cable LAN cable? First to directly the laptop? The router? Okay. Okay. Yeah. Can we try it now? Let's try to forget the network then try to connect again. Like, entering the password, Wi Fi password. The Wi Fi name is not showing? Mhmm. Yeah. Can we check what are the available Wi Fi? Can you click the Wi Fi setting? Let's check if you can or you're able to see other networks available on the area. Okay. But how are we going to connect with other Wi Fi if ever? Okay. Hold on your cell phone on your phone. Mhmm. Can we go first to the Wi Fi setting on your phone? To check. And it's connected to the Wi Fi? Okay. So, yeah, I I think the issue is not on the network. It's on your device. Let me just have a check on it on what we can do with the job. Okay. Your laptop? Okay. Thank you. Mhmm. But is it only happening on your laptop frequently? Because you said you can you're okay. Because sometimes the router needs a restart every now and then. So for it to reboot, because router is prone to overheating. And if it does overheat, it can affect the network or signal. So we need to, like, reboot it for it to cool down. But once you switch on again the router, your Internet should be working fine after that. Yeah. But since it's it's working on your phone, so there's no problem with the Internet now. The only problem is your laptop, which is not connecting. Sure. No worries. Okay. So I think the laptop just need a refresh. That's That's why. Are you yeah. Okay. If it's yeah. If it's not connecting to your phone and laptop, yeah, you need to, like, restart the router. But if it's happening only on one on one of your device, the device has the problem. So you need to restart that device. Yeah. I think it's because the router may be overheating. That's why it's cooled down for a for a while. That's why we're recommending our customer to, like, power cycle their router for twenty minutes, then turning it switching it back on. Then after that, it should be working fine. Okay. Anything else? Okay. Sure. If you are into any issues again or have more questions, feel free to give us a call anytime. You're welcome. Bye. 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Good afternoon. This is Lorraine from Erto tech support. Am I speaking with Salzin Abuel? Yeah.\n\nIt was reported here that we need to power cycle your router. The sales team? Yeah. Sorry. It was reported here that you have an issue with your Internet connection and need to perform a power cycle route to the route and to the NTT.\n\nMay I just ask what is the issue you're experiencing? Mhmm. Mhmm. Okay. I see.\n\nMay I ask what is the issue you're experiencing? Are you experiencing slow speed or no Internet connection? Mhmm. Okay. I see.\n\nBut how about now? You still cannot connect with the Internet? Because upon checking here on our end, services online, so it should be running right now. Okay. May I know what can you see when you try to connect with Internet?\n\nOn your device? Mhmm. Okay. And what does it say? Does it says an error that there's no Internet connection, but you're connected to service?\n\nBut you can connect with the service. Is that right? It's not showing. Okay. Can we try to, like, forget the network on your laptop?\n\nYeah. Can we try it right now? We're on the phone. Are you using a wireless on connecting your laptop, or is it connected via LAN cable directly to the router? Sorry?\n\nOkay. Do you have an like, a cable LAN cable? First to directly the laptop? The router? Okay.\n\nOkay. Yeah. Can we try it now? Let's try to forget the network then try to connect again. Like, entering the password, Wi Fi password.\n\nThe Wi Fi name is not showing? Mhmm. Yeah. Can we check what are the available Wi Fi? Can you click the Wi Fi setting?\n\nLet's check if you can or you're able to see other networks available on the area. Okay. But how are we going to connect with other Wi Fi if ever? Okay. Hold on your cell phone on your phone.\n\nMhmm. Can we go first to the Wi Fi setting on your phone? To check. And it's connected to the Wi Fi? Okay.\n\nSo, yeah, I I think the issue is not on the network. It's on your device. Let me just have a check on it on what we can do with the job. Okay. Your laptop?\n\nOkay. Thank you. Mhmm. But is it only happening on your laptop frequently? Because you said you can you're okay.\n\nBecause sometimes the router needs a restart every now and then. So for it to reboot, because router is prone to overheating. And if it does overheat, it can affect the network or signal. So we need to, like, reboot it for it to cool down. But once you switch on again the router, your Internet should be working fine after that.\n\nYeah. But since it's it's working on your phone, so there's no problem with the Internet now. The only problem is your laptop, which is not connecting. Sure. No worries.\n\nOkay. So I think the laptop just need a refresh. That's That's why. Are you yeah. Okay.\n\nIf it's yeah. If it's not connecting to your phone and laptop, yeah, you need to, like, restart the router. But if it's happening only on one on one of your device, the device has the problem. So you need to restart that device. Yeah.\n\nI think it's because the router may be overheating. That's why it's cooled down for a for a while. That's why we're recommending our customer to, like, power cycle their router for twenty minutes, then turning it switching it back on. Then after that, it should be working fine. Okay.\n\nAnything else? Okay. Sure. If you are into any issues again or have more questions, feel free to give us a call anytime. You're welcome.\n\nBye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":3.28,"end":3.78,"sentiment":"neutral","sentiment_score":0.15505073964595795},{"text":"Good afternoon.","start":3.9199998,"end":4.56,"sentiment":"positive","sentiment_score":0.4361516386270523},{"text":"This is Lorraine from Erto tech support.","start":4.56,"end":7.22,"sentiment":"neutral","sentiment_score":0.2802958424602236},{"text":"Am I speaking with Salzin Abuel?","start":8.0,"end":10.42,"sentiment":"neutral","sentiment_score":0.11806279545029004},{"text":"Yeah.","start":13.045,"end":13.545,"sentiment":"neutral","sentiment_score":0.02967076562345028}],"sentiment":"neutral","sentiment_score":0.21926308543804815,"num_words":17,"start":3.28,"end":13.545},{"sentences":[{"text":"It was reported here that we need to power cycle your router.","start":14.565,"end":22.904999,"sentiment":"neutral","sentiment_score":-0.003566113766282797},{"text":"The sales 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router?","start":301.725,"end":302.54498,"sentiment":"neutral","sentiment_score":-0.0421151015907526},{"text":"Okay.","start":304.205,"end":304.56,"sentiment":"neutral","sentiment_score":-0.03964085131883621}],"sentiment":"neutral","sentiment_score":-0.00681388096159531,"num_words":18,"start":293.885,"end":304.56},{"sentences":[{"text":"Okay.","start":311.52,"end":312.02,"sentiment":"neutral","sentiment_score":-0.03497070446610451},{"text":"Yeah.","start":312.56,"end":312.88,"sentiment":"neutral","sentiment_score":-0.012742509134113789},{"text":"Can we try it now?","start":312.88,"end":314.34,"sentiment":"neutral","sentiment_score":-0.0010326409712433815},{"text":"Let's try to forget the network then try to connect again.","start":314.48,"end":320.675,"sentiment":"neutral","sentiment_score":-0.08853931454094974},{"text":"Like, entering the password, Wi Fi password.","start":323.215,"end":326.675,"sentiment":"neutral","sentiment_score":-0.09885674129639353}],"sentiment":"neutral","sentiment_score":-0.06875224269926548,"num_words":25,"start":311.52,"end":326.675},{"sentences":[{"text":"The Wi Fi name is not showing?","start":338.75,"end":340.69,"sentiment":"neutral","sentiment_score":-0.10238423783864294},{"text":"Mhmm.","start":349.57498,"end":350.07498,"sentiment":"neutral","sentiment_score":-0.07898416370153427},{"text":"Yeah.","start":370.13,"end":370.63,"sentiment":"neutral","sentiment_score":-0.04287097603082657},{"text":"Can we check what are the available Wi Fi?","start":370.69,"end":373.50998,"sentiment":"neutral","sentiment_score":-0.027156247653894953},{"text":"Can you click the Wi Fi setting?","start":373.905,"end":375.685,"sentiment":"neutral","sentiment_score":-0.024465642869472504}],"sentiment":"neutral","sentiment_score":-0.05016842134296894,"num_words":25,"start":338.75,"end":375.685},{"sentences":[{"text":"Let's check if you can or you're able to see other networks available on the area.","start":381.505,"end":388.245,"sentiment":"neutral","sentiment_score":-0.05979692214168608},{"text":"Okay.","start":397.07,"end":397.47,"sentiment":"neutral","sentiment_score":-0.01805977150797844},{"text":"But how are we going to connect with other Wi Fi if ever?","start":397.47,"end":402.05002,"sentiment":"neutral","sentiment_score":-0.013141051651193546},{"text":"Okay.","start":508.325,"end":508.825,"sentiment":"neutral","sentiment_score":-0.021586736664175987},{"text":"Hold on your cell phone on your phone.","start":508.885,"end":511.785,"sentiment":"neutral","sentiment_score":-0.014100915985181928}],"sentiment":"neutral","sentiment_score":-0.03282149389195137,"num_words":39,"start":381.505,"end":511.785},{"sentences":[{"text":"Mhmm.","start":525.82,"end":526.32,"sentiment":"neutral","sentiment_score":0.0065557206980884075},{"text":"Can we go first to the Wi Fi setting on your phone?","start":531.74,"end":535.92,"sentiment":"neutral","sentiment_score":0.013817190347860256},{"text":"To check.","start":537.16504,"end":537.905,"sentiment":"neutral","sentiment_score":0.033772447146475315},{"text":"And it's connected to the Wi Fi?","start":542.84503,"end":545.025,"sentiment":"neutral","sentiment_score":0.03263968814696584},{"text":"Okay.","start":576.95,"end":577.45,"sentiment":"neutral","sentiment_score":-0.10757560282945632}],"sentiment":"neutral","sentiment_score":0.01568735275498551,"num_words":23,"start":525.82,"end":577.45},{"sentences":[{"text":"So, yeah, I I think the issue is not on the network.","start":578.63,"end":582.39,"sentiment":"neutral","sentiment_score":-0.18748567687968412},{"text":"It's on your device.","start":582.39,"end":583.77,"sentiment":"neutral","sentiment_score":-0.14971770346164703},{"text":"Let me just have a check on it on what we can do with the job.","start":584.15,"end":590.595,"sentiment":"neutral","sentiment_score":-0.03912787861190736},{"text":"Okay.","start":592.51495,"end":593.01495,"sentiment":"neutral","sentiment_score":-0.0018001599237322807},{"text":"Your laptop?","start":595.31494,"end":596.13495,"sentiment":"neutral","sentiment_score":0.0002704397775232792}],"sentiment":"neutral","sentiment_score":-0.09931440784462861,"num_words":35,"start":578.63,"end":596.13495},{"sentences":[{"text":"Okay.","start":598.355,"end":598.855,"sentiment":"neutral","sentiment_score":-0.005916024558246136},{"text":"Thank you.","start":599.795,"end":600.615,"sentiment":"neutral","sentiment_score":0.19406841695308685},{"text":"Mhmm.","start":621.675,"end":622.15497,"sentiment":"neutral","sentiment_score":-0.03518596291542053},{"text":"But is it only happening on your laptop frequently?","start":622.15497,"end":625.935,"sentiment":"neutral","sentiment_score":-0.08998847545848952},{"text":"Because you said you can you're okay.","start":626.555,"end":634.04,"sentiment":"neutral","sentiment_score":-0.10225124550717217}],"sentiment":"neutral","sentiment_score":-0.05893100756220519,"num_words":20,"start":598.355,"end":634.04},{"sentences":[{"text":"Because sometimes the router needs a restart every now and then.","start":634.1,"end":639.86,"sentiment":"neutral","sentiment_score":-0.09754667431116104},{"text":"So for it to reboot, because router is prone to overheating.","start":639.86,"end":644.68,"sentiment":"neutral","sentiment_score":-0.14752109822901813},{"text":"And if it does overheat, it can affect the network or signal.","start":645.46,"end":651.65497,"sentiment":"neutral","sentiment_score":-0.22228888173898062},{"text":"So we need to, like, reboot it for it to cool down.","start":652.115,"end":656.055,"sentiment":"neutral","sentiment_score":-0.051379455563922725},{"text":"But once you switch on again the router, your Internet should be working fine after that.","start":656.515,"end":663.67,"sentiment":"neutral","sentiment_score":0.1141965314745903}],"sentiment":"neutral","sentiment_score":-0.0669777587416672,"num_words":62,"start":634.1,"end":663.67},{"sentences":[{"text":"Yeah.","start":666.52997,"end":667.02997,"sentiment":"neutral","sentiment_score":0.10772101581096648},{"text":"But since it's it's working on your phone, so there's no problem with the Internet now.","start":668.37,"end":674.63,"sentiment":"positive","sentiment_score":0.3469875641167164},{"text":"The only problem is your laptop, which is not connecting.","start":675.245,"end":678.545,"sentiment":"neutral","sentiment_score":-0.23362722769379615},{"text":"Sure.","start":692.62,"end":692.86,"sentiment":"neutral","sentiment_score":0.056972578167915344},{"text":"No worries.","start":692.86,"end":693.60004,"sentiment":"neutral","sentiment_score":0.06358979642391205}],"sentiment":"neutral","sentiment_score":0.11691339785854021,"num_words":30,"start":666.52997,"end":693.60004},{"sentences":[{"text":"Okay.","start":732.81494,"end":733.295,"sentiment":"neutral","sentiment_score":0.02507498115301132},{"text":"So I think the laptop just need a refresh.","start":733.295,"end":737.055,"sentiment":"neutral","sentiment_score":-0.019471674122744136},{"text":"That's That's why.","start":737.055,"end":738.14,"sentiment":"neutral","sentiment_score":-0.0008250903338193893},{"text":"Are you yeah.","start":739.88,"end":741.42004,"sentiment":"neutral","sentiment_score":0.1381437803308169},{"text":"Okay.","start":762.09,"end":762.59,"sentiment":"neutral","sentiment_score":-0.03304894268512726}],"sentiment":"neutral","sentiment_score":0.013455120079657611,"num_words":17,"start":732.81494,"end":762.59},{"sentences":[{"text":"If it's yeah.","start":771.13,"end":773.15,"sentiment":"neutral","sentiment_score":-0.07538382957379024},{"text":"If it's not connecting to your phone and laptop, yeah, you need to, like, restart the router.","start":773.53,"end":782.985,"sentiment":"neutral","sentiment_score":-0.09655876589172027},{"text":"But if it's happening only on one on one of your device, the device has the problem.","start":782.985,"end":791.24,"sentiment":"neutral","sentiment_score":-0.15795857459306717},{"text":"So you need to restart that device.","start":791.86,"end":794.92,"sentiment":"neutral","sentiment_score":-0.07305788674524852},{"text":"Yeah.","start":801.94,"end":802.44,"sentiment":"neutral","sentiment_score":-0.018595093861222267}],"sentiment":"neutral","sentiment_score":-0.11295436840090486,"num_words":45,"start":771.13,"end":802.44},{"sentences":[{"text":"I think it's because the router may be overheating.","start":802.715,"end":807.615,"sentiment":"neutral","sentiment_score":-0.08266556056009398},{"text":"That's why it's cooled down for a for a while.","start":807.91504,"end":812.495,"sentiment":"neutral","sentiment_score":-0.05065885614603758},{"text":"That's why we're recommending our customer to, like, power cycle their router for twenty minutes, then turning it switching it back on.","start":813.195,"end":822.56,"sentiment":"neutral","sentiment_score":0.09226980077272112},{"text":"Then after that, it should be working fine.","start":822.77997,"end":824.95996,"sentiment":"neutral","sentiment_score":0.2090908456593752},{"text":"Okay.","start":828.14,"end":828.64,"sentiment":"neutral","sentiment_score":0.07396789640188217}],"sentiment":"neutral","sentiment_score":0.050521033443510534,"num_words":50,"start":802.715,"end":828.64},{"sentences":[{"text":"Anything else?","start":829.18,"end":830.055,"sentiment":"neutral","sentiment_score":0.0811687633395195},{"text":"Okay.","start":833.495,"end":833.975,"sentiment":"neutral","sentiment_score":0.15950511395931244},{"text":"Sure.","start":833.975,"end":834.475,"sentiment":"neutral","sentiment_score":0.1681770086288452},{"text":"If you are into any issues again or have more questions, feel free to give us a call anytime.","start":834.695,"end":840.395,"sentiment":"neutral","sentiment_score":0.16534192742485748},{"text":"You're welcome.","start":844.2989,"end":845.1189,"sentiment":"positive","sentiment_score":0.7805491983890533}],"sentiment":"neutral","sentiment_score":0.20770458668470382,"num_words":25,"start":829.18,"end":845.1189},{"sentences":[{"text":"Bye.","start":845.2589,"end":845.5789,"sentiment":"positive","sentiment_score":0.6074588894844055},{"text":"Have a great day.","start":845.5789,"end":846.6389,"sentiment":"positive","sentiment_score":0.7753126174211502}],"sentiment":"positive","sentiment_score":0.7417418718338012,"num_words":5,"start":845.2589,"end":846.6389}]}}]},{"alternatives":[{"transcript":"Yeah. Yes. Hello? Yes. I've I've already turned it off because he told me to remove the plug, the black cable from the black box that is on the wall. And then once I do that, everything would be turned off, which I did. And she told me to let it be for twenty minutes, which I have. And then I just put back the code on the black box. And it's now still lighting in, but my Internet is still not working. I can't use my Internet on the laptop, even on the phone. No Internet connection at all. Yep. Yeah. It's online, but there is no Internet. My laptop. My phone. My phone. My and my laptop. It is saying no Internet. On the laptop, it's showing me. You see that ball that round ball instead of the three bars. You know, in on on the laptop, if you press the up arrows, it usually shows you some tiny icons, and then the Wi Fi icon is usually there. So if there is no Internet, it's it's usually, like, a double ball, a big one and a small one. And if I click on that ball, it say no Internet connection. Yeah. Mhmm. It's wireless. Alright. It's wireless. No. No. No. It's not even letting me it's not even showing any Wi Fi. It's just showing you the round ball. Yeah. The round ball. It's not even showing the Wi Fi icon. You know how it's usually like arrows small arrows on top not small. Small circles on top of each other? It's not even showing me that. It's just showing me this round ball, a big one and a tiny one. That's all. It's not allowing me to do that. You're not understanding my frustration. My frustration is you see the Wi Fi icon. It's usually it has, like, small circles, half circles, tiny dot and then another one on top and then another one on top. If you go to your laptop at the farthest on the right hand side, there there usually an arrow. If you click that arrow, it usually brings the Wi Fi icon. Or if I go to the settings where it's written iPhone, the Wi Fi the Wi Fi has been turned on, but it it's not letting me do anything. So on this other side, apart from the setting side, it's just showing me the round ball that shows that the laptop is not connected to the Wi Fi, and my airplane is off. It's not on. Airplane mode is off, but the Wi Fi, if I press, it just says no Wi Fi network found. So I can't it's it's not even bringing other network. So I can't forget the one that I was connected to because it's not it's not bringing found. Okay. I just turned off my mobile data. So the Wi Fi is on, and let me try and search something. Maybe chat. My phone is working because I'm able to search. Yeah. Because I just turned off my mobile data. So the Wi Fi is connected, and I just went to my browser, and I tried to search something. And, yeah, it's it's working. But on the laptop I've turned off my laptop, like, I think, three times. It's shutting it down again. Let's see if it works. I don't know what's wrong. Let me turn it off. Let me turn it on and see if yeah. I just turned it off. Let me see if if it will connect now because this issue happens to me almost every month. I don't know why. Almost every month. I usually call, oh, my router is not working. It is No. No. No. She's only calling from my phone. Mhmm. Mhmm. I'm just turning it on. It's taking some time. Sorry. Okay. Let's see. Yeah. That's all. Yeah. It's back now. Yeah. It's back now. Good. Connect automatically. Now it's not showing me the ball. It's it brought the Wi Fi icon, and then it now shows me all the networks available. It has connected. So if it gives me this trouble, I need to turn off the router every time. Okay. No. My device is fine. My device works perfectly. I think it's just the network. Okay. Okay. Okay. That's all. Alright. Thank you for your help. Bye. 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Yes. Hello? Yes. I've I've already turned it off because he told me to remove the plug, the black cable from the black box that is on the wall.\n\nAnd then once I do that, everything would be turned off, which I did. And she told me to let it be for twenty minutes, which I have. And then I just put back the code on the black box. And it's now still lighting in, but my Internet is still not working. I can't use my Internet on the laptop, even on the phone.\n\nNo Internet connection at all. Yep. Yeah. It's online, but there is no Internet. My laptop.\n\nMy phone. My phone. My and my laptop. It is saying no Internet. On the laptop, it's showing me.\n\nYou see that ball that round ball instead of the three bars. You know, in on on the laptop, if you press the up arrows, it usually shows you some tiny icons, and then the Wi Fi icon is usually there. So if there is no Internet, it's it's usually, like, a double ball, a big one and a small one. And if I click on that ball, it say no Internet connection. Yeah.\n\nMhmm. It's wireless. Alright. It's wireless. No.\n\nNo. No. It's not even letting me it's not even showing any Wi Fi. It's just showing you the round ball. Yeah.\n\nThe round ball. It's not even showing the Wi Fi icon. You know how it's usually like arrows small arrows on top not small. Small circles on top of each other? It's not even showing me that.\n\nIt's just showing me this round ball, a big one and a tiny one. That's all. It's not allowing me to do that. You're not understanding my frustration. My frustration is you see the Wi Fi icon.\n\nIt's usually it has, like, small circles, half circles, tiny dot and then another one on top and then another one on top. If you go to your laptop at the farthest on the right hand side, there there usually an arrow. If you click that arrow, it usually brings the Wi Fi icon. Or if I go to the settings where it's written iPhone, the Wi Fi the Wi Fi has been turned on, but it it's not letting me do anything. So on this other side, apart from the setting side, it's just showing me the round ball that shows that the laptop is not connected to the Wi Fi, and my airplane is off.\n\nIt's not on. Airplane mode is off, but the Wi Fi, if I press, it just says no Wi Fi network found. So I can't it's it's not even bringing other network. So I can't forget the one that I was connected to because it's not it's not bringing found. Okay.\n\nI just turned off my mobile data. So the Wi Fi is on, and let me try and search something. Maybe chat. My phone is working because I'm able to search. Yeah.\n\nBecause I just turned off my mobile data. So the Wi Fi is connected, and I just went to my browser, and I tried to search something. And, yeah, it's it's working. But on the laptop I've turned off my laptop, like, I think, three times. It's shutting it down again.\n\nLet's see if it works. I don't know what's wrong. Let me turn it off. Let me turn it on and see if yeah. I just turned it off.\n\nLet me see if if it will connect now because this issue happens to me almost every month. I don't know why. Almost every month. I usually call, oh, my router is not working. It is No.\n\nNo. No. She's only calling from my phone. Mhmm. Mhmm.\n\nI'm just turning it on. It's taking some time. Sorry. Okay. Let's see.\n\nYeah. That's all. Yeah. It's back now. Yeah.\n\nIt's back now. Good. Connect automatically. Now it's not showing me the ball. It's it brought the Wi Fi icon, and then it now shows me all the networks available.\n\nIt has connected. So if it gives me this trouble, I need to turn off the router every time. Okay. No. My device is fine.\n\nMy device works perfectly. I think it's just the network. Okay. Okay. Okay.\n\nThat's all. Alright. Thank you for your help. Bye. You too.","paragraphs":[{"sentences":[{"text":"Yeah.","start":11.84,"end":12.34,"sentiment":"neutral","sentiment_score":0.04498767480254173},{"text":"Yes.","start":27.115,"end":27.615,"sentiment":"neutral","sentiment_score":0.02283509820699692},{"text":"Hello?","start":34.82,"end":35.32,"sentiment":"neutral","sentiment_score":0.012569185346364977},{"text":"Yes.","start":81.725,"end":82.225,"sentiment":"neutral","sentiment_score":0.019382886588573456},{"text":"I've I've already turned it off because he told me to remove the plug, the black cable from the black box that is on the wall.","start":97.665,"end":112.885,"sentiment":"neutral","sentiment_score":-0.2664368874751605}],"sentiment":"neutral","sentiment_score":-0.22758614098032315,"num_words":30,"start":11.84,"end":112.885},{"sentences":[{"text":"And then once I do that, everything would be turned off, which I did.","start":113.01,"end":119.91,"sentiment":"neutral","sentiment_score":-0.21889222413301468},{"text":"And she told me to 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No.","start":625.935,"end":626.975,"sentiment":"neutral","sentiment_score":-0.11479367564121883}],"sentiment":"neutral","sentiment_score":-0.051506584560548935,"num_words":37,"start":600.04504,"end":626.975},{"sentences":[{"text":"No.","start":626.975,"end":627.475,"sentiment":"neutral","sentiment_score":-0.1937151849269867},{"text":"No.","start":629.375,"end":629.875,"sentiment":"neutral","sentiment_score":-0.10238587111234664},{"text":"She's only calling from my phone.","start":630.01495,"end":632.355,"sentiment":"neutral","sentiment_score":-0.01328268445407351},{"text":"Mhmm.","start":653.125,"end":653.625,"sentiment":"neutral","sentiment_score":-0.010627849027514458},{"text":"Mhmm.","start":664.92004,"end":665.42004,"sentiment":"neutral","sentiment_score":0.0606670118868351}],"sentiment":"neutral","sentiment_score":-0.032575799990445374,"num_words":10,"start":626.975,"end":665.42004},{"sentences":[{"text":"I'm just turning it on.","start":687.23505,"end":688.89,"sentiment":"neutral","sentiment_score":-0.28992271423339844},{"text":"It's taking some time.","start":688.97003,"end":690.49,"sentiment":"neutral","sentiment_score":-0.30724937468767166},{"text":"Sorry.","start":690.49,"end":690.99,"sentiment":"neutral","sentiment_score":-0.12306293100118636},{"text":"Okay.","start":691.13,"end":691.53,"sentiment":"neutral","sentiment_score":-0.034374311566352844},{"text":"Let's see.","start":691.53,"end":692.51,"sentiment":"neutral","sentiment_score":-0.006144186481833458}],"sentiment":"neutral","sentiment_score":-0.21910282195760653,"num_words":13,"start":687.23505,"end":692.51},{"sentences":[{"text":"Yeah.","start":693.45,"end":693.69,"sentiment":"neutral","sentiment_score":0.04870585352182388},{"text":"That's all.","start":693.69,"end":694.67004,"sentiment":"neutral","sentiment_score":0.046780042350292206},{"text":"Yeah.","start":727.5,"end":727.82,"sentiment":"neutral","sentiment_score":0.04903950169682503},{"text":"It's back now.","start":727.82,"end":729.12,"sentiment":"neutral","sentiment_score":0.04653243844707807},{"text":"Yeah.","start":738.455,"end":738.935,"sentiment":"neutral","sentiment_score":0.05503693968057632}],"sentiment":"neutral","sentiment_score":0.04824246186763048,"num_words":8,"start":693.45,"end":738.935},{"sentences":[{"text":"It's back now.","start":738.935,"end":740.315,"sentiment":"neutral","sentiment_score":0.0840872973203659},{"text":"Good.","start":745.47,"end":745.97,"sentiment":"neutral","sentiment_score":0.29436129331588745},{"text":"Connect automatically.","start":748.26996,"end":749.57,"sentiment":"neutral","sentiment_score":0.1913769543170929},{"text":"Now it's not showing me the ball.","start":750.99,"end":753.23,"sentiment":"neutral","sentiment_score":-0.018142030840473517},{"text":"It's it brought the Wi Fi icon, and then it now shows me all the networks available.","start":753.23,"end":760.435,"sentiment":"neutral","sentiment_score":0.02387657925924834}],"sentiment":"neutral","sentiment_score":0.04027615751450261,"num_words":30,"start":738.935,"end":760.435},{"sentences":[{"text":"It has connected.","start":760.575,"end":761.635,"sentiment":"neutral","sentiment_score":-0.0073978491127491},{"text":"So if it gives me this trouble, I need to turn off the router every time.","start":762.335,"end":771.19,"sentiment":"neutral","sentiment_score":-0.1270030438899994},{"text":"Okay.","start":780.21,"end":780.71,"sentiment":"neutral","sentiment_score":-0.05849926173686981},{"text":"No.","start":792.765,"end":793.265,"sentiment":"neutral","sentiment_score":-0.08996402472257614},{"text":"My device is fine.","start":794.04,"end":795.74,"sentiment":"neutral","sentiment_score":0.002054374665021893}],"sentiment":"neutral","sentiment_score":-0.08777952149510383,"num_words":25,"start":760.575,"end":795.74},{"sentences":[{"text":"My device works perfectly.","start":795.95996,"end":798.22,"sentiment":"neutral","sentiment_score":0.21299893036484718},{"text":"I think it's just the network.","start":798.44,"end":800.3,"sentiment":"neutral","sentiment_score":0.05344753619283438},{"text":"Okay.","start":809.64496,"end":810.14496,"sentiment":"neutral","sentiment_score":-0.02725822851061821},{"text":"Okay.","start":815.485,"end":815.985,"sentiment":"neutral","sentiment_score":0.07080142199993134},{"text":"Okay.","start":831.1,"end":831.25995,"sentiment":"neutral","sentiment_score":0.09144821763038637}],"sentiment":"neutral","sentiment_score":0.10059018074893035,"num_words":13,"start":795.95996,"end":831.25995},{"sentences":[{"text":"That's all.","start":831.25995,"end":832.24,"sentiment":"neutral","sentiment_score":0.12802521884441376},{"text":"Alright.","start":841.505,"end":842.005,"sentiment":"positive","sentiment_score":0.5087583661079407},{"text":"Thank you for your help.","start":842.225,"end":843.685,"sentiment":"positive","sentiment_score":0.8440328478813172},{"text":"Bye.","start":847.345,"end":847.665,"sentiment":"positive","sentiment_score":0.4673660397529602},{"text":"You too.","start":847.665,"end":848.40497,"sentiment":"neutral","sentiment_score":0.16002436354756355}],"sentiment":"positive","sentiment_score":0.5247625281864946,"num_words":11,"start":831.25995,"end":848.40497}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Lorraine from Erto tech support. Am I speaking with Salzin Abuel?\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. It was reported here that we need to power cycle your router.\n\nChannel 1: Yes. Hello?\n\nChannel 0: The sales\n\nChannel 1: Yes.\n\nChannel 0: team? Yeah. Sorry. It was reported here that you have an issue with your Internet connection and need to perform a power cycle route to the route and to the NTT. May I just ask what is the issue you're experiencing?\n\nChannel 1: I've I've already turned it off because he told me to remove the plug, the black\n\nChannel 0: Mhmm.\n\nChannel 1: cable from the black box that is on the wall. And then once I do that, everything would be turned off, which I did. And she told me to let it be for twenty minutes, which I have. And then I just put back the code on the black box.\n\nChannel 0: Mhmm.\n\nChannel 1: And it's now still lighting in, but my Internet is still not working. I can't use my Internet on the laptop, even on the phone.\n\nChannel 0: Okay. I see. May I ask what is the issue you're experiencing? Are you experiencing slow speed or no Internet connection?\n\nChannel 1: No Internet connection\n\nChannel 0: Mhmm.\n\nChannel 1: at all.\n\nChannel 0: Okay. I see. But how about now? You still cannot connect with the Internet? Because upon\n\nChannel 1: Yep.\n\nChannel 0: checking here on our end, services online, so it should be running right\n\nChannel 1: Yeah.\n\nChannel 0: now.\n\nChannel 1: It's online, but there is no Internet.\n\nChannel 0: Okay. May I know what can you see when you try to connect with Internet?\n\nChannel 1: My laptop.\n\nChannel 0: On your\n\nChannel 1: My\n\nChannel 0: device?\n\nChannel 1: phone. My phone. My and my laptop.\n\nChannel 0: Mhmm. Okay. And what does it say? Does it says an error that there's no Internet connection, but you're connected to service?\n\nChannel 1: It is saying\n\nChannel 0: But you can\n\nChannel 1: no\n\nChannel 0: connect with the service.\n\nChannel 1: Internet. On the\n\nChannel 0: Is\n\nChannel 1: laptop,\n\nChannel 0: that right?\n\nChannel 1: it's showing me. You see that ball that round ball instead of the three bars. You know, in on on the laptop, if you press the up arrows, it usually shows you some tiny icons, and then the Wi Fi icon is usually there. So if there is no Internet, it's it's usually,\n\nChannel 0: It's\n\nChannel 1: like,\n\nChannel 0: not showing.\n\nChannel 1: a double ball, a big one and a small one. And if I click on that ball, it say no Internet connection. Yeah.\n\nChannel 0: Okay. Can we try to, like, forget the network on your laptop?\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. Can we try it right now? We're on the phone. Are you using a wireless on connecting your laptop, or is it connected via LAN cable directly to the router?\n\nChannel 1: It's wireless.\n\nChannel 0: Sorry?\n\nChannel 1: Alright. It's wireless.\n\nChannel 0: Okay. Do you have an like, a cable LAN cable? First to directly the laptop? The\n\nChannel 1: No.\n\nChannel 0: router? Okay.\n\nChannel 1: No. No.\n\nChannel 0: Okay. Yeah. Can we try it now? Let's try to forget the network then try to connect again. Like, entering the password, Wi Fi password.\n\nChannel 1: It's not even letting me it's not even showing any Wi Fi. It's just\n\nChannel 0: The Wi\n\nChannel 1: showing\n\nChannel 0: Fi name\n\nChannel 1: you the\n\nChannel 0: is not\n\nChannel 1: round\n\nChannel 0: showing?\n\nChannel 1: ball. Yeah. The round ball. It's not even showing the Wi Fi icon. You know how it's usually\n\nChannel 0: Mhmm.\n\nChannel 1: like arrows small arrows on top not small. Small circles on top of each other? It's not even showing me that. It's just showing me this round ball, a big one and a tiny one. That's all.\n\nChannel 0: Yeah. Can we check what are the available Wi Fi? Can you click the Wi Fi setting? Let's check if you can or you're able to see other networks available on the area.\n\nChannel 1: It's not allowing me to do that.\n\nChannel 0: Okay. But how are we going to connect with other Wi Fi if ever?\n\nChannel 1: You're not understanding my frustration. My frustration is you see the Wi Fi icon. It's usually it has, like, small circles, half circles, tiny dot and then another one on top and then another one on top. If you go to your laptop at the farthest on the right hand side, there there usually an arrow. If you click that arrow, it usually brings the Wi Fi icon.\n\nOr if I go to the settings where it's written iPhone, the Wi Fi the Wi Fi has been turned on, but it it's not letting me do anything. So on this other side, apart from the setting side, it's just showing me the round ball that shows that the laptop is not connected to the Wi Fi, and my airplane is off. It's not on. Airplane mode is off, but the Wi Fi, if I press, it just says no Wi Fi network found. So I can't it's it's not even bringing other network.\n\nSo I can't forget the one that I was connected to because it's not it's not bringing found.\n\nChannel 0: Okay. Hold on your cell phone on your phone.\n\nChannel 1: Okay. I just turned off my mobile data. So the Wi Fi is on, and let me try and search something. Maybe chat.\n\nChannel 0: Mhmm. Can we go first to the Wi Fi setting on your phone?\n\nChannel 1: My phone\n\nChannel 0: To check.\n\nChannel 1: is working because I'm able to search.\n\nChannel 0: And it's connected to the Wi Fi?\n\nChannel 1: Yeah. Because I just turned off my mobile data. So the Wi Fi is connected, and I just went to my browser, and I tried to search something. And, yeah, it's it's working. But on the laptop I've turned off my laptop, like, I think, three times.\n\nIt's shutting it down again. Let's see if it works. I don't\n\nChannel 0: Okay.\n\nChannel 1: know what's wrong.\n\nChannel 0: So, yeah, I I think the issue is not on the network. It's on your device. Let me just have a check on it on what we can do\n\nChannel 1: Let\n\nChannel 0: with\n\nChannel 1: me\n\nChannel 0: the job.\n\nChannel 1: turn it off. Let\n\nChannel 0: Okay.\n\nChannel 1: me turn it on and see\n\nChannel 0: Your laptop?\n\nChannel 1: if yeah. I just turned it\n\nChannel 0: Okay.\n\nChannel 1: off.\n\nChannel 0: Thank\n\nChannel 1: Let\n\nChannel 0: you.\n\nChannel 1: me see if if it will connect now because this issue happens to me almost every month. I don't know why. Almost every month. I usually call, oh, my router is not working.\n\nChannel 0: Mhmm. But is it only happening on your laptop frequently?\n\nChannel 1: It is\n\nChannel 0: Because\n\nChannel 1: No.\n\nChannel 0: you\n\nChannel 1: No.\n\nChannel 0: said you can\n\nChannel 1: No. She's\n\nChannel 0: you're\n\nChannel 1: only calling from my phone.\n\nChannel 0: okay. Because sometimes the router needs a restart every now and then. So for it to reboot, because router is prone to overheating. And if it does overheat, it can affect the network or signal. So we need to,\n\nChannel 1: Mhmm.\n\nChannel 0: like, reboot it for it to cool down. But once you switch on again the router, your Internet should be working fine after that.\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. But since it's it's working on your phone, so there's no problem with the Internet now. The only problem is your laptop, which is not connecting.\n\nChannel 1: I'm just turning it on. It's taking some time. Sorry. Okay. Let's see.\n\nChannel 0: Sure. No worries.\n\nChannel 1: Yeah. That's all. Yeah. It's back now.\n\nChannel 0: Okay. So I think the laptop just need a refresh. That's That's why.\n\nChannel 1: Yeah. It's back now.\n\nChannel 0: Are you yeah.\n\nChannel 1: Good. Connect automatically. Now it's not showing me the ball. It's it brought the Wi Fi icon, and then it now shows me all the networks available. It has connected.\n\nChannel 0: Okay.\n\nChannel 1: So if it gives me this trouble, I need to turn off the router every time.\n\nChannel 0: If it's yeah. If it's not connecting to your phone and laptop, yeah, you need to,\n\nChannel 1: Okay.\n\nChannel 0: like, restart the router. But if it's happening only on one on one of your device, the device has the problem. So you need to\n\nChannel 1: No.\n\nChannel 0: restart\n\nChannel 1: My\n\nChannel 0: that\n\nChannel 1: device\n\nChannel 0: device.\n\nChannel 1: is fine. My device works perfectly. I think it's just the network.\n\nChannel 0: Yeah. I think it's because the router may be overheating. That's why it's\n\nChannel 1: Okay.\n\nChannel 0: cooled down for a for a while. That's why we're recommending our customer\n\nChannel 1: Okay.\n\nChannel 0: to, like, power cycle their router for twenty minutes, then turning it switching it back on. Then after that, it should be working fine. Okay. Anything else?\n\nChannel 1: Okay. That's all.\n\nChannel 0: Okay. Sure. If you are into any issues again or have more questions, feel free to give us a call anytime.\n\nChannel 1: Alright. Thank you for your help.\n\nChannel 0: You're welcome. Bye. Have a great day.\n\nChannel 1: Bye. You too.","paragraphs":[{"sentences":[{"text":"Hello.","start":3.28,"end":3.78,"sentiment":"neutral","sentiment_score":0.15505073964595795},{"text":"Good afternoon.","start":3.9199998,"end":4.56,"sentiment":"positive","sentiment_score":0.4361516386270523},{"text":"This is Lorraine from Erto tech support.","start":4.56,"end":7.22,"sentiment":"neutral","sentiment_score":0.2802958424602236},{"text":"Am I speaking with Salzin Abuel?","start":8.0,"end":10.42,"sentiment":"neutral","sentiment_score":0.11806279545029004}],"sentiment":"neutral","sentiment_score":0.2311126054264605,"channel":0,"num_words":16,"start":3.28,"end":10.42},{"sentences":[{"text":"Yeah.","start":11.84,"end":12.34,"sentiment":"neutral","sentiment_score":0.04498767480254173}],"sentiment":"neutral","sentiment_score":0.04498767480254173,"channel":1,"num_words":1,"start":11.84,"end":12.34},{"sentences":[{"text":"Yeah.","start":13.045,"end":13.545,"sentiment":"neutral","sentiment_score":0.02967076562345028},{"text":"It was reported here that we need to power cycle your router.","start":14.565,"end":22.904999,"sentiment":"neutral","sentiment_score":-0.003566113766282797}],"sentiment":"neutral","sentiment_score":-0.0010094307363033295,"channel":0,"num_words":13,"start":13.045,"end":22.904999},{"sentences":[{"text":"Yes.","start":27.115,"end":27.615,"sentiment":"neutral","sentiment_score":0.02283509820699692},{"text":"Hello?","start":34.82,"end":35.32,"sentiment":"neutral","sentiment_score":0.012569185346364977}],"sentiment":"neutral","sentiment_score":0.01770214177668095,"channel":1,"num_words":2,"start":27.115,"end":35.32},{"sentences":[{"text":"The 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NTT.","start":84.08,"end":93.06,"sentiment":"neutral","sentiment_score":-0.10456137545406818},{"text":"May I just ask what is the issue you're experiencing?","start":93.994995,"end":96.174995,"sentiment":"neutral","sentiment_score":-0.07198661714792251}],"sentiment":"neutral","sentiment_score":-0.09094183474052243,"channel":0,"num_words":41,"start":82.560005,"end":96.174995},{"sentences":[{"text":"I've I've already turned it off because he told me to remove the plug, the black","start":97.665,"end":106.725006,"sentiment":"neutral","sentiment_score":-0.30091057904064655}],"sentiment":"neutral","sentiment_score":-0.30091057904064655,"channel":1,"num_words":16,"start":97.665,"end":106.725006},{"sentences":[{"text":"Mhmm.","start":106.54,"end":107.04,"sentiment":"neutral","sentiment_score":-0.17052143812179563}],"sentiment":"neutral","sentiment_score":-0.17052143812179563,"channel":0,"num_words":1,"start":106.54,"end":107.04},{"sentences":[{"text":"cable from the black box that is on the wall.","start":107.345,"end":112.885,"sentiment":"neutral","sentiment_score":-0.2112789809703827},{"text":"And then once I do that, everything would be turned off, which I did.","start":113.01,"end":119.91,"sentiment":"neutral","sentiment_score":-0.21889222413301468},{"text":"And she told me to let it be for twenty minutes, which I have.","start":120.29,"end":127.25,"sentiment":"neutral","sentiment_score":-0.19860523087637766},{"text":"And then I just put back the code on the black box.","start":127.25,"end":132.605,"sentiment":"neutral","sentiment_score":-0.13351439932982126}],"sentiment":"neutral","sentiment_score":-0.19119853943586348,"channel":1,"num_words":50,"start":107.345,"end":132.605},{"sentences":[{"text":"Mhmm.","start":133.405,"end":133.905,"sentiment":"neutral","sentiment_score":-0.11413269490003586}],"sentiment":"neutral","sentiment_score":-0.11413269490003586,"channel":0,"num_words":1,"start":133.405,"end":133.905},{"sentences":[{"text":"And it's now still lighting in, but my Internet is still not working.","start":133.785,"end":139.485,"sentiment":"negative","sentiment_score":-0.4002253126639586},{"text":"I can't use my Internet on the laptop, even on the phone.","start":139.865,"end":144.445,"sentiment":"negative","sentiment_score":-0.5092360302805901}],"sentiment":"negative","sentiment_score":-0.4525504571199417,"channel":1,"num_words":25,"start":133.785,"end":144.445},{"sentences":[{"text":"Okay.","start":148.34001,"end":148.66,"sentiment":"neutral","sentiment_score":-0.06868638843297958},{"text":"I see.","start":148.66,"end":149.24,"sentiment":"neutral","sentiment_score":-0.044200215488672256},{"text":"May I ask what is the issue you're experiencing?","start":149.935,"end":152.03499,"sentiment":"neutral","sentiment_score":-0.058910618639654584},{"text":"Are you experiencing slow speed or no Internet 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all.","start":159.135,"end":159.875,"sentiment":"neutral","sentiment_score":-0.16108263283967972}],"sentiment":"neutral","sentiment_score":-0.16108263283967972,"channel":1,"num_words":2,"start":159.135,"end":159.875},{"sentences":[{"text":"Okay.","start":161.61499,"end":161.855,"sentiment":"neutral","sentiment_score":-0.0479656420648098},{"text":"I see.","start":161.855,"end":162.45,"sentiment":"neutral","sentiment_score":-0.03740360029041767},{"text":"But how about now?","start":162.69,"end":163.98999,"sentiment":"neutral","sentiment_score":-0.06836676597595215},{"text":"You still cannot connect with the Internet?","start":164.53,"end":166.87,"sentiment":"neutral","sentiment_score":-0.29428620849336895},{"text":"Because 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it's","start":807.91504,"end":809.855,"sentiment":"neutral","sentiment_score":-0.02061990089714527}],"sentiment":"neutral","sentiment_score":-0.06341883396873108,"channel":0,"num_words":13,"start":801.94,"end":809.855},{"sentences":[{"text":"Okay.","start":809.64496,"end":810.14496,"sentiment":"neutral","sentiment_score":-0.02725822851061821}],"sentiment":"neutral","sentiment_score":-0.02725822851061821,"channel":1,"num_words":1,"start":809.64496,"end":810.14496},{"sentences":[{"text":"cooled down for a for a while.","start":810.155,"end":812.495,"sentiment":"neutral","sentiment_score":-0.06353269410984856},{"text":"That's why we're recommending our customer","start":813.195,"end":815.53503,"sentiment":"neutral","sentiment_score":0.08221689673761527}],"sentiment":"neutral","sentiment_score":0.0037363478197501255,"channel":0,"num_words":13,"start":810.155,"end":815.53503},{"sentences":[{"text":"Okay.","start":815.485,"end":815.985,"sentiment":"neutral","sentiment_score":0.07080142199993134}],"sentiment":"neutral","sentiment_score":0.07080142199993134,"channel":1,"num_words":1,"start":815.485,"end":815.985},{"sentences":[{"text":"to, like, power cycle their router for twenty minutes, then turning it switching it back on.","start":815.675,"end":822.56,"sentiment":"neutral","sentiment_score":0.09603963978588581},{"text":"Then after that, it should be working fine.","start":822.77997,"end":824.95996,"sentiment":"neutral","sentiment_score":0.2090908456593752},{"text":"Okay.","start":828.14,"end":828.64,"sentiment":"neutral","sentiment_score":0.07396789640188217},{"text":"Anything else?","start":829.18,"end":830.055,"sentiment":"neutral","sentiment_score":0.0811687633395195}],"sentiment":"neutral","sentiment_score":0.12761727499741096,"channel":0,"num_words":27,"start":815.675,"end":830.055},{"sentences":[{"text":"Okay.","start":831.1,"end":831.25995,"sentiment":"neutral","sentiment_score":0.09144821763038637},{"text":"That's all.","start":831.25995,"end":832.24,"sentiment":"neutral","sentiment_score":0.12802521884441376}],"sentiment":"neutral","sentiment_score":0.11583288510640462,"channel":1,"num_words":3,"start":831.1,"end":832.24},{"sentences":[{"text":"Okay.","start":833.495,"end":833.975,"sentiment":"neutral","sentiment_score":0.15950511395931244},{"text":"Sure.","start":833.975,"end":834.475,"sentiment":"neutral","sentiment_score":0.1681770086288452},{"text":"If you are into any issues again or have more questions, feel free to give us a call anytime.","start":834.695,"end":840.395,"sentiment":"neutral","sentiment_score":0.16534192742485748}],"sentiment":"neutral","sentiment_score":0.16519898779335476,"channel":0,"num_words":21,"start":833.495,"end":840.395},{"sentences":[{"text":"Alright.","start":841.505,"end":842.005,"sentiment":"positive","sentiment_score":0.5087583661079407},{"text":"Thank you for your help.","start":842.225,"end":843.685,"sentiment":"positive","sentiment_score":0.8440328478813172}],"sentiment":"positive","sentiment_score":0.7881537675857544,"channel":1,"num_words":6,"start":841.505,"end":843.685},{"sentences":[{"text":"You're welcome.","start":844.2989,"end":845.1189,"sentiment":"positive","sentiment_score":0.7805491983890533},{"text":"Bye.","start":845.2589,"end":845.5789,"sentiment":"positive","sentiment_score":0.6074588894844055},{"text":"Have a great day.","start":845.5789,"end":846.6389,"sentiment":"positive","sentiment_score":0.7753126174211502}],"sentiment":"positive","sentiment_score":0.7528296794210162,"channel":0,"num_words":7,"start":844.2989,"end":846.6389},{"sentences":[{"text":"Bye.","start":847.345,"end":847.665,"sentiment":"positive","sentiment_score":0.4673660397529602},{"text":"You too.","start":847.665,"end":848.40497,"sentiment":"neutral","sentiment_score":0.16002436354756355}],"sentiment":"neutral","sentiment_score":0.26247158894936246,"channel":1,"num_words":3,"start":847.345,"end":848.40497}]},"summary":{"result":"success","short":"Lourence from Erto tech support calls Salopic Abuel to power cycle her router and perform a power cycle. Salopic has already tried removing the plug from the black box and is now connecting to the Internet again. Lorraine suggests checking network settings and troubleshooting the issue with the customer. The agent also advises the customer to reboot their router and check if the network is working again, potentially related to overheating and overage. The agent recommends power cycling the router for 20 minutes before turning it back on."},"intents":{"segments":[{"text":"It was reported here that we need to power cycle your router. Yes. Hello?","start_word":18,"end_word":31,"intents":[{"intent":"Troubleshoot router issues","confidence_score":0.026372965}]},{"text":"So if there is no Internet, it's it's usually, It's like, not showing. a double ball, a big one and a small one. And if I click on that ball, it say no Internet connection. Yeah.","start_word":348,"end_word":383,"intents":[{"intent":"Troubleshoot connectivity","confidence_score":0.029820696}]},{"text":"So, yeah, I I think the issue is not on the network. It's on your device.","start_word":921,"end_word":936,"intents":[{"intent":"Fix connectivity issue","confidence_score":0.4265624}]},{"text":"Because sometimes the router needs a restart every now and then. So for it to reboot, because router is prone to overheating. And if it does overheat, it can affect the network or signal. So we need to, Mhmm. like, reboot it for it to cool down. But once you switch on again the router, your Internet should be working fine after that.","start_word":1040,"end_word":1102,"intents":[{"intent":"Reboot router","confidence_score":0.0359088}]},{"text":"So if it gives me this trouble, I need to turn off the router every time. If it's yeah.","start_word":1205,"end_word":1223,"intents":[{"intent":"Troubleshoot router","confidence_score":0.118308365}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.15505073964595795},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.41520923376083374},{"text":"This is Lorraine from Erto tech support. Am I speaking with Salzin Abuel? Yeah. Yeah. It was reported here that we need to power cycle your router. Yes. Hello? The sales Yes. team? Yeah. Sorry. It was reported here that you have an issue with your Internet connection and need to perform a power cycle route to the route and to the NTT. May I just ask what is the issue you're experiencing? I've I've already turned it off because he told me to remove the plug, the black Mhmm. cable from the black box that is on the wall. And then once I do that, everything would be turned off, which I did. And she told me to let it be for twenty minutes, which I have. And then I just put back the code on the black box. Mhmm.","start_word":3,"end_word":143,"sentiment":"neutral","sentiment_score":-0.10582193732261658},{"text":"And it's now still lighting in, but my Internet is still not working. I can't use my Internet on the laptop, even on the phone.","start_word":144,"end_word":168,"sentiment":"negative","sentiment_score":-0.445361852645874},{"text":"Okay. I see. May I ask what is the issue you're experiencing? Are you experiencing slow speed or no Internet connection? No Internet connection Mhmm. at all. Okay. I see. But how about now? You still cannot connect with the Internet? Because upon Yep. checking here on our end, services online, so it should be running right Yeah. now. It's online, but there is no Internet. Okay. May I know what can you see when you try to connect with Internet? My laptop. On your My device? phone. My phone. My and my laptop. Mhmm. Okay. And what does it say? Does it says an error that there's no Internet connection, but you're connected to service? It is saying But you can no connect with the service. Internet. On the Is laptop, that right? it's showing me. You see that ball that round ball instead of the three bars. You know, in on on the laptop, if you press the up arrows, it usually shows you some tiny icons, and then the Wi Fi icon is usually there. So if there is no Internet, it's it's usually, It's like, not showing. a double ball, a big one and a small one. And if I click on that ball, it say no Internet connection. Yeah. Okay. Can we try to, like, forget the network on your laptop? Mhmm. Yeah. Can we try it right now? We're on the phone. Are you using a wireless on connecting your laptop, or is it connected via LAN cable directly to the router? It's wireless. Sorry? Alright. It's wireless. Okay. Do you have an like, a cable LAN cable? First to directly the laptop? The No. router? Okay. No. No. Okay. Yeah. Can we try it now? Let's try to forget the network then try to connect again. Like, entering the password, Wi Fi password. It's not even letting me it's not even showing any Wi Fi. It's just The Wi showing Fi name you the is not round showing? ball. Yeah. The round ball. It's not even showing the Wi Fi icon. You know how it's usually Mhmm. like arrows small arrows on top not small. Small circles on top of each other? It's not even showing me that. It's just showing me this round ball, a big one and a tiny one. That's all. Yeah. Can we check what are the available Wi Fi? Can you click the Wi Fi setting? Let's check if you can or you're able to see other networks available on the area. It's not allowing me to do that. Okay. But how are we going to connect with other Wi Fi if ever?","start_word":169,"end_word":613,"sentiment":"neutral","sentiment_score":-0.11065293997526168},{"text":"You're not understanding my frustration.","start_word":614,"end_word":618,"sentiment":"negative","sentiment_score":-0.4586840867996216},{"text":"My frustration is you see the Wi Fi icon. It's usually it has, like, small circles, half circles, tiny dot and then another one on top and then another one on top. If you go to your laptop at the farthest on the right hand side, there there usually an arrow. If you click that arrow, it usually brings the Wi Fi icon. Or if I go to the settings where it's written iPhone, the Wi Fi the Wi Fi has been turned on, but it it's not letting me do anything. So on this other side, apart from the setting side, it's just showing me the round ball that shows that the laptop is not connected to the Wi Fi, and my airplane is off. It's not on. Airplane mode is off, but the Wi Fi, if I press, it just says no Wi Fi network found.","start_word":619,"end_word":766,"sentiment":"neutral","sentiment_score":-0.17918098672620347},{"text":"So I can't it's it's not even bringing other network.","start_word":767,"end_word":776,"sentiment":"negative","sentiment_score":-0.3434302806854248},{"text":"So I can't forget the one that I was connected to because it's not it's not bringing found. Okay. Hold on your cell phone on your phone. Okay. I just turned off my mobile data. So the Wi Fi is on, and let me try and search something. Maybe chat. Mhmm. Can we go first to the Wi Fi setting on your phone? My phone To check. is working because I'm able to search. And it's connected to the Wi Fi? Yeah. Because I just turned off my mobile data. So the Wi Fi is connected, and I just went to my browser, and I tried to search something. And, yeah, it's it's working. But on the laptop I've turned off my laptop, like, I think, three times. It's shutting it down again. Let's see if it works. I don't Okay. know what's wrong. So, yeah, I I think the issue is not on the network. It's on your device. Let me just have a check on it on what we can do Let with me the job. turn it off. Let Okay. me turn it on and see Your laptop? if yeah. I just turned it Okay. off. Thank Let you. me see if if it will connect now because this issue happens to me almost every month. I don't know why. Almost every month. I usually call, oh, my router is not working. Mhmm. But is it only happening on your laptop frequently? It is Because No. you No. said you can No. She's you're only calling from my phone. okay. Because sometimes the router needs a restart every now and then. So for it to reboot, because router is prone to overheating. And if it does overheat, it can affect the network or signal. So we need to, Mhmm. like, reboot it for it to cool down. But once you switch on again the router, your Internet should be working fine after that. Mhmm. Yeah.","start_word":777,"end_word":1104,"sentiment":"neutral","sentiment_score":-0.06097112326860064},{"text":"But since it's it's working on your phone, so there's no problem with the Internet now.","start_word":1105,"end_word":1120,"sentiment":"positive","sentiment_score":0.34604546427726746},{"text":"The only problem is your laptop, which is not connecting. I'm just turning it on. It's taking some time. Sorry. Okay. Let's see. Sure. No worries. Yeah. That's all. Yeah. It's back now. Okay. So I think the laptop just need a refresh. That's That's why. Yeah. It's back now. Are you yeah. Good. Connect automatically. Now it's not showing me the ball. It's it brought the Wi Fi icon, and then it now shows me all the networks available. It has connected. Okay. So if it gives me this trouble, I need to turn off the router every time. If it's yeah. If it's not connecting to your phone and laptop, yeah, you need to, Okay. like, restart the router. But if it's happening only on one on one of your device, the device has the problem. So you need to No. restart My that device device. is fine. My device works perfectly. I think it's just the network. Yeah. I think it's because the router may be overheating. That's why it's Okay. cooled down for a for a while. That's why we're recommending our customer Okay. to, like, power cycle their router for twenty minutes, then turning it switching it back on. Then after that, it should be working fine. Okay. Anything else? Okay. That's all. Okay. Sure. If you are into any issues again or have more questions, feel free to give us a call anytime.","start_word":1121,"end_word":1359,"sentiment":"neutral","sentiment_score":-0.010316748172044754},{"text":"Alright. Thank you for your help. You're welcome. Bye. Have a great day. Bye. You too.","start_word":1360,"end_word":1375,"sentiment":"positive","sentiment_score":0.6700971126556396}],"average":{"sentiment":"neutral","sentiment_score":-0.07764705022176106}}}}