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I really do apologize regarding with this inconvenience, Susan. Let me just pull up your account. Okay? Just give me one second. Thank you so much. Could you provide the last name on the account, please? Thank you so much, Barge. And I can see that, yeah, there... You filed a ticket for this and you replied to your ticket as the has... Well, and your location is actually included to where the Lindholm needs network maintenance. But I can go ahead and connect you to our technical support team to make sure that... Yeah. I really understand where you're coming from. And using the in mhmm. Go ahead. Sure. Just give me one second. Could you tell me more about the connection right now? Have you tried checking the speed test that is... The device is... Was wired to the router just to make sure that you're getting the correct plan. Have you tried running a speed test? Okay. Thank you. Thank you so much. Give me one second. And how was the Internet connection as well with using wireless? Is it the same? Yes? Okay. Do you prefer... Are you some... Do you sometimes see a red light on your router? Mhmm. And how many times? Oh my god. I'm so sorry for this. Mhmm. Yeah. I really get get your point. And, again, I'm so sorry that for all this inconvenience, but just give me one second. I'll put you on hold for a minute, Drew. I'll get back to you. Okay? Thank you. Hello, Suzanne? Thank you so much for holding. I'm still checking on it. If I may ask if the router was came from Airtel, or is it your own router? Okay. I actually checked our network, and there is no maintenance that is currently ongoing. But I really understand where you stand. We'll make sure to take a look into your connection. Okay? Mhmm. Thank you. Yes. I'm still here. For... We we would still want to say... I mean, to make sure that your technical issues will be accommodated and entertained by Airtel. So if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you. Yeah. Yeah. Mhmm. Yeah. I really understand where you're coming from. I know you've... We've... Since we're paying for the Internet connection, we should get the the the most out of it. Rest assured that we will look into this further if compensation... We've already reached out to the Linham and seeking with the compensation. We're still working on it. Since we are already working on the compensation for those times that there is a network outage. We'll also take that into consideration. Right now, I would want our technical support team to make sure... Maximize all of our resources, making sure that you're getting the the best service for... With Airtel. We have to run some diagnostic, Ron, on your connection right now. If you are free today or if you are not, you can provide me a specific time or day wherein we can call you back to check on diagnostic or connections with your Internet or router. Okay. Just give me one second. Okay? Hold on. Thank you. Hello, Suzanne? Thank you so much for holding. If I may ask if you could also reply to the ticket and send the red light of the router? Because we might need to fill a ticket with Linham, and we need to attach some documentation so that we can fill a report. Is there any way that you could reply to that ticket with an image? If not, I can provide our technical support's email address so that you can forward it to her. Sure. Whenever you're ready. Thank you so much. Is it still showing as red light? Because on our end, there is no outage. So... And your service is showing online on our network. Have you tried... If I may ask if... Sorry. Go ahead. Have you also tried power cycling the router? No. On your router, there is a button, like, on and off. You can just click... Like, press it and then turn it back on again. Just wait for ten seconds and then turn it back on again before you take a post... Before you take a photo again, Suzanne. Yeah. Are you using... I mean, aside from WPS button, are you seeing, like, the power button? It's like it's like a button... Okay. Hold on. Just give me one second. Second. Hold on. Just give me one second. Are you seeing, like, a, like, a circle that, you can press at the back of your router? Yes. Yes. No. It... No. That's not. That... We are not advising customers to reset the router as it may go back to the default router or router settings. Just one with the power. Just one with the power. Do you just have Okay. Hold on. Just give me one second. Because there should be a... Are you... We normally send out a x 1,800 Wi Fi router. Is it your router? Mhmm. A x a a x 1,800. Is it Can you try pressing the w... The WPS button, please? Or have you tried, you know, removing the cord from the socket? Okay. I really appreciate you doing that. If... Is there any way that you could do it again right now before you take a photo of your of your router with the red light? No. Just the just the power cord. Let's just wait, like, five to ten seconds and then plug it back 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you for calling Airtel. My name is Mary. May I have your name, please? Hello, Steven? Is this correct?\n\nSusan. I'm so sorry, Susan. How may I help you today? I'm re... I really do apologize regarding with this inconvenience, Susan.\n\nLet me just pull up your account. Okay? Just give me one second. Thank you so much. Could you provide the last name on the account, please?\n\nThank you so much, Barge. And I can see that, yeah, there... You filed a ticket for this and you replied to your ticket as the has... Well, and your location is actually included to where the Lindholm needs network maintenance. But I can go ahead and connect you to our technical support team to make sure that...\n\nYeah. I really understand where you're coming from. And using the in mhmm. Go ahead. Sure.\n\nJust give me one second. Could you tell me more about the connection right now? Have you tried checking the speed test that is... The device is... Was wired to the router just to make sure that you're getting the correct plan.\n\nHave you tried running a speed test? Okay. Thank you. Thank you so much. Give me one second.\n\nAnd how was the Internet connection as well with using wireless? Is it the same? Yes? Okay. Do you prefer...\n\nAre you some... Do you sometimes see a red light on your router? Mhmm. And how many times? Oh my god.\n\nI'm so sorry for this. Mhmm. Yeah. I really get get your point. And, again, I'm so sorry that for all this inconvenience, but just give me one second.\n\nI'll put you on hold for a minute, Drew. I'll get back to you. Okay? Thank you. Hello, Suzanne?\n\nThank you so much for holding. I'm still checking on it. If I may ask if the router was came from Airtel, or is it your own router? Okay. I actually checked our network, and there is no maintenance that is currently ongoing.\n\nBut I really understand where you stand. We'll make sure to take a look into your connection. Okay? Mhmm. Thank you.\n\nYes. I'm still here. For... We we would still want to say... I mean, to make sure that your technical issues will be accommodated and entertained by Airtel.\n\nSo if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you. Yeah. Yeah. Mhmm. Yeah.\n\nI really understand where you're coming from. I know you've... We've... Since we're paying for the Internet connection, we should get the the the most out of it. Rest assured that we will look into this further if compensation...\n\nWe've already reached out to the Linham and seeking with the compensation. We're still working on it. Since we are already working on the compensation for those times that there is a network outage. We'll also take that into consideration. Right now, I would want our technical support team to make sure...\n\nMaximize all of our resources, making sure that you're getting the the best service for... With Airtel. We have to run some diagnostic, Ron, on your connection right now. If you are free today or if you are not, you can provide me a specific time or day wherein we can call you back to check on diagnostic or connections with your Internet or router. Okay.\n\nJust give me one second. Okay? Hold on. Thank you. Hello, Suzanne?\n\nThank you so much for holding. If I may ask if you could also reply to the ticket and send the red light of the router? Because we might need to fill a ticket with Linham, and we need to attach some documentation so that we can fill a report. Is there any way that you could reply to that ticket with an image? If not, I can provide our technical support's email address so that you can forward it to her.\n\nSure. Whenever you're ready. Thank you so much. Is it still showing as red light? Because on our end, there is no outage.\n\nSo... And your service is showing online on our network. Have you tried... If I may ask if... Sorry.\n\nGo ahead. Have you also tried power cycling the router? No. On your router, there is a button, like, on and off. You can just click...\n\nLike, press it and then turn it back on again. Just wait for ten seconds and then turn it back on again before you take a post... Before you take a photo again, Suzanne. Yeah. Are you using...\n\nI mean, aside from WPS button, are you seeing, like, the power button? It's like it's like a button... Okay. Hold on. Just give me one second.\n\nSecond. Hold on. Just give me one second. Are you seeing, like, a, like, a circle that, you can press at the back of your router? Yes.\n\nYes. No. It... No. That's not.\n\nThat... We are not advising customers to reset the router as it may go back to the default router or router settings. Just one with the power. Just one with the power. Do you just have Okay.\n\nHold on. Just give me one second. Because there should be a... Are you... We normally send out a x 1,800 Wi Fi router.\n\nIs it your router? Mhmm. A x a a x 1,800. Is it Can you try pressing the w... The WPS button, please?\n\nOr have you tried, you know, removing the cord from the socket? Okay. I really appreciate you doing that. If... Is there any way that you could do it again right now before you take a photo of your of your router with the red light?\n\nNo. Just the just the power cord. Let's just wait, like, five to ten seconds and then plug it back again.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.48,"end":2.0,"sentiment":"positive","sentiment_score":0.4255753219127655},{"text":"My name is Mary.","start":2.0,"end":2.8799999,"sentiment":"positive","sentiment_score":0.33861760050058365},{"text":"May I have your name, please?","start":2.8799999,"end":4.02,"sentiment":"neutral","sentiment_score":0.18628993382056555},{"text":"Hello, Steven?","start":6.8799996,"end":7.8399997,"sentiment":"neutral","sentiment_score":0.022908375598490238},{"text":"Is this correct?","start":7.8399997,"end":8.66,"sentiment":"neutral","sentiment_score":0.031829548378785454}],"sentiment":"neutral","sentiment_score":0.23706960054114462,"num_words":20,"start":0.48,"end":8.66},{"sentences":[{"text":"Susan.","start":11.28,"end":11.759999,"sentiment":"neutral","sentiment_score":0.007077885791659355},{"text":"I'm so sorry, Susan.","start":11.759999,"end":12.98,"sentiment":"neutral","sentiment_score":-0.09426451101899147},{"text":"How may I help you today?","start":13.715,"end":15.014999,"sentiment":"neutral","sentiment_score":0.054612758879860245},{"text":"I'm re...","start":37.445004,"end":38.165,"sentiment":"neutral","sentiment_score":-0.28594326972961426},{"text":"I really do apologize regarding with this inconvenience, Susan.","start":38.165,"end":41.605003,"sentiment":"negative","sentiment_score":-0.34629253877533805}],"sentiment":"neutral","sentiment_score":-0.16958286333829165,"num_words":22,"start":11.28,"end":41.605003},{"sentences":[{"text":"Let me just pull up your account.","start":41.605003,"end":43.045002,"sentiment":"neutral","sentiment_score":-0.051747671727623255},{"text":"Okay?","start":43.045002,"end":43.545002,"sentiment":"neutral","sentiment_score":-0.03193717449903488},{"text":"Just give me one second.","start":44.165,"end":45.545002,"sentiment":"neutral","sentiment_score":-0.006246738880872726},{"text":"Thank you so much.","start":45.605003,"end":46.825,"sentiment":"neutral","sentiment_score":0.31974931061267853},{"text":"Could you provide the last name on the account, please?","start":55.690002,"end":59.39,"sentiment":"neutral","sentiment_score":0.06441092789173126}],"sentiment":"neutral","sentiment_score":0.055470442606343165,"num_words":27,"start":41.605003,"end":59.39},{"sentences":[{"text":"Thank you so much, Barge.","start":63.050003,"end":64.67,"sentiment":"neutral","sentiment_score":0.2646256685256958},{"text":"And I can see that, yeah, there...","start":65.215004,"end":67.475006,"sentiment":"neutral","sentiment_score":0.08589896559715271},{"text":"You filed a ticket for this and you replied to your ticket as the has...","start":67.935005,"end":74.995,"sentiment":"neutral","sentiment_score":-0.005941676783065001},{"text":"Well, and your location is actually included to where the Lindholm needs network maintenance.","start":76.575005,"end":85.32,"sentiment":"neutral","sentiment_score":-0.016446468599107384},{"text":"But I can go ahead and connect you to our technical support team to make sure that...","start":85.54,"end":92.2,"sentiment":"neutral","sentiment_score":-0.010436049717314103}],"sentiment":"neutral","sentiment_score":0.024614354215184996,"num_words":58,"start":63.050003,"end":92.2},{"sentences":[{"text":"Yeah.","start":93.7,"end":94.2,"sentiment":"neutral","sentiment_score":-0.13680019974708557},{"text":"I really understand where you're coming from.","start":106.105,"end":108.205,"sentiment":"neutral","sentiment_score":-0.30343455501965116},{"text":"And using the in mhmm.","start":108.665,"end":111.62,"sentiment":"neutral","sentiment_score":-0.07311792448163032},{"text":"Go ahead.","start":112.0,"end":112.66,"sentiment":"neutral","sentiment_score":-0.04478343389928341},{"text":"Sure.","start":120.64,"end":121.04,"sentiment":"neutral","sentiment_score":0.01724766381084919}],"sentiment":"neutral","sentiment_score":-0.16867193195503205,"num_words":16,"start":93.7,"end":121.04},{"sentences":[{"text":"Just give me one second.","start":121.04,"end":122.340004,"sentiment":"neutral","sentiment_score":0.00004111155867576599},{"text":"Could you tell me more about the connection right now?","start":124.015,"end":128.495,"sentiment":"neutral","sentiment_score":-0.0055391531437635425},{"text":"Have you tried checking the speed test that is...","start":128.495,"end":132.815,"sentiment":"neutral","sentiment_score":-0.02434950280520651},{"text":"The device is...","start":132.815,"end":133.955,"sentiment":"neutral","sentiment_score":-0.0359255795677503},{"text":"Was wired to the router just to make sure that you're getting the correct plan.","start":134.255,"end":139.97,"sentiment":"neutral","sentiment_score":-0.04532663201292356}],"sentiment":"neutral","sentiment_score":-0.025285898042576655,"num_words":42,"start":121.04,"end":139.97},{"sentences":[{"text":"Have you tried running a speed test?","start":144.27,"end":146.45,"sentiment":"neutral","sentiment_score":-0.009445727270628725},{"text":"Okay.","start":152.285,"end":152.785,"sentiment":"neutral","sentiment_score":-0.09217002987861632},{"text":"Thank you.","start":162.285,"end":163.10501,"sentiment":"positive","sentiment_score":0.39231808483600616},{"text":"Thank you so much.","start":163.405,"end":164.445,"sentiment":"positive","sentiment_score":0.565108060836792},{"text":"Give me one second.","start":164.445,"end":165.66501,"sentiment":"neutral","sentiment_score":0.17847345024347305}],"sentiment":"neutral","sentiment_score":0.20003733851222527,"num_words":18,"start":144.27,"end":165.66501},{"sentences":[{"text":"And how was the Internet connection as well with using wireless?","start":168.41,"end":172.03,"sentiment":"neutral","sentiment_score":0.06458381427959962},{"text":"Is it the same?","start":172.89,"end":175.15,"sentiment":"neutral","sentiment_score":0.03742289915680885},{"text":"Yes?","start":176.25,"end":176.75,"sentiment":"neutral","sentiment_score":-0.02027735859155655},{"text":"Okay.","start":191.185,"end":191.685,"sentiment":"neutral","sentiment_score":-0.02358969673514366},{"text":"Do you prefer...","start":194.225,"end":195.045,"sentiment":"neutral","sentiment_score":-0.009761244058609009}],"sentiment":"neutral","sentiment_score":0.0393481383100152,"num_words":20,"start":168.41,"end":195.045},{"sentences":[{"text":"Are you some...","start":195.265,"end":196.30501,"sentiment":"neutral","sentiment_score":-0.013868085108697414},{"text":"Do you sometimes see a red light on your router?","start":196.30501,"end":200.77,"sentiment":"neutral","sentiment_score":-0.026226148568093778},{"text":"Mhmm.","start":203.31,"end":203.70999,"sentiment":"neutral","sentiment_score":-0.020339176058769223},{"text":"And how many times?","start":203.70999,"end":204.84999,"sentiment":"neutral","sentiment_score":-0.02383065316826105},{"text":"Oh my god.","start":207.70999,"end":208.34999,"sentiment":"neutral","sentiment_score":-0.2416628748178482}],"sentiment":"neutral","sentiment_score":-0.054500769247256574,"num_words":21,"start":195.265,"end":208.34999},{"sentences":[{"text":"I'm so sorry for this.","start":208.34999,"end":209.89,"sentiment":"negative","sentiment_score":-0.34518747925758364},{"text":"Mhmm.","start":250.565,"end":250.80501,"sentiment":"neutral","sentiment_score":-0.10739193856716156},{"text":"Yeah.","start":250.80501,"end":251.045,"sentiment":"neutral","sentiment_score":-0.08439025282859802},{"text":"I really get get your point.","start":251.045,"end":253.045,"sentiment":"neutral","sentiment_score":-0.08517161570489407},{"text":"And, again, I'm so sorry that for all this inconvenience, but just give me one second.","start":253.045,"end":257.5,"sentiment":"neutral","sentiment_score":-0.22452268283814192}],"sentiment":"neutral","sentiment_score":-0.20762455887321768,"num_words":29,"start":208.34999,"end":257.5},{"sentences":[{"text":"I'll put you on hold for a minute, Drew.","start":257.5,"end":259.36,"sentiment":"neutral","sentiment_score":-0.13828540179464552},{"text":"I'll get back to you.","start":259.66,"end":260.46,"sentiment":"neutral","sentiment_score":-0.01454247124493122},{"text":"Okay?","start":260.46,"end":260.96,"sentiment":"neutral","sentiment_score":0.014090608805418016},{"text":"Thank you.","start":262.7,"end":263.52,"sentiment":"neutral","sentiment_score":0.21156807243824005},{"text":"Hello, Suzanne?","start":423.01,"end":423.99002,"sentiment":"neutral","sentiment_score":0.0772954560816288}],"sentiment":"neutral","sentiment_score":-0.038182279291121585,"num_words":19,"start":257.5,"end":423.99002},{"sentences":[{"text":"Thank you so much for holding.","start":425.41,"end":426.77002,"sentiment":"positive","sentiment_score":0.35729589064915973},{"text":"I'm still checking on it.","start":426.77002,"end":428.13,"sentiment":"neutral","sentiment_score":0.1915296196937561},{"text":"If I may ask if the router was came from Airtel, or is it your own router?","start":428.13,"end":435.57498,"sentiment":"neutral","sentiment_score":-0.0033571481129483264},{"text":"Okay.","start":438.91498,"end":439.41498,"sentiment":"neutral","sentiment_score":0.004184236750006676},{"text":"I actually checked our network, and there is no maintenance that is currently ongoing.","start":446.87,"end":453.29,"sentiment":"neutral","sentiment_score":-0.034138833571757586}],"sentiment":"neutral","sentiment_score":0.059781220725326,"num_words":43,"start":425.41,"end":453.29},{"sentences":[{"text":"But I really understand where you stand.","start":453.35,"end":455.69,"sentiment":"neutral","sentiment_score":0.03250695977892194},{"text":"We'll make sure to take a look into your connection.","start":456.31,"end":458.66748,"sentiment":"neutral","sentiment_score":0.08129148371517658},{"text":"Okay?","start":458.66748,"end":458.865,"sentiment":"neutral","sentiment_score":0.024167733266949657},{"text":"Mhmm.","start":483.0,"end":483.08,"sentiment":"neutral","sentiment_score":-0.05456230789422989},{"text":"Thank you.","start":483.08,"end":483.9,"sentiment":"neutral","sentiment_score":0.2236732840538025}],"sentiment":"neutral","sentiment_score":0.06940074043259734,"num_words":21,"start":453.35,"end":483.9},{"sentences":[{"text":"Yes.","start":515.71,"end":515.95,"sentiment":"neutral","sentiment_score":0.019012220203876495},{"text":"I'm still here.","start":515.95,"end":517.01,"sentiment":"neutral","sentiment_score":0.00854795752093196},{"text":"For...","start":518.825,"end":519.325,"sentiment":"neutral","sentiment_score":-0.01093620527535677},{"text":"We we would still want to say...","start":520.505,"end":523.865,"sentiment":"neutral","sentiment_score":0.04483239139829363},{"text":"I mean, to make sure that your technical issues will be accommodated and entertained by Airtel.","start":523.865,"end":531.56,"sentiment":"neutral","sentiment_score":0.1257819407619536}],"sentiment":"neutral","sentiment_score":0.08428777426680815,"num_words":28,"start":515.71,"end":531.56},{"sentences":[{"text":"So if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you.","start":531.94,"end":545.665,"sentiment":"neutral","sentiment_score":0.188487988468763},{"text":"Yeah.","start":560.88,"end":561.38,"sentiment":"neutral","sentiment_score":-0.22839270532131195},{"text":"Yeah.","start":564.64,"end":565.14,"sentiment":"neutral","sentiment_score":-0.1200878694653511},{"text":"Mhmm.","start":570.97504,"end":571.375,"sentiment":"neutral","sentiment_score":-0.12048281729221344},{"text":"Yeah.","start":571.375,"end":571.53503,"sentiment":"neutral","sentiment_score":-0.07244731485843658}],"sentiment":"neutral","sentiment_score":0.156893777229437,"num_words":41,"start":531.94,"end":571.53503},{"sentences":[{"text":"I really understand where you're coming from.","start":571.53503,"end":573.215,"sentiment":"neutral","sentiment_score":-0.06913604161569051},{"text":"I know you've...","start":573.215,"end":573.85504,"sentiment":"neutral","sentiment_score":-0.029914062470197678},{"text":"We've...","start":573.85504,"end":574.35504,"sentiment":"neutral","sentiment_score":-0.02838239260017872},{"text":"Since we're paying for the Internet connection, we should get the the the most out of it.","start":574.815,"end":581.29504,"sentiment":"neutral","sentiment_score":0.08787909303517903},{"text":"Rest assured that we will look into this further if compensation...","start":581.29504,"end":585.075,"sentiment":"neutral","sentiment_score":-0.05707884241234173}],"sentiment":"neutral","sentiment_score":0.006769242147222543,"num_words":39,"start":571.53503,"end":585.075},{"sentences":[{"text":"We've already reached out to the Linham and seeking with the compensation.","start":585.69,"end":590.51,"sentiment":"neutral","sentiment_score":-0.036192954828341804},{"text":"We're still working on it.","start":590.73,"end":592.27,"sentiment":"neutral","sentiment_score":-0.01747787222266197},{"text":"Since we are already working on the compensation for those times that there is a network outage.","start":592.33,"end":600.745,"sentiment":"neutral","sentiment_score":-0.1400304888101185},{"text":"We'll also take that into consideration.","start":600.745,"end":603.16504,"sentiment":"neutral","sentiment_score":-0.07826034973065059},{"text":"Right now, I would want our technical support team to make sure...","start":604.34503,"end":612.86,"sentiment":"neutral","sentiment_score":-0.0054863983144362765}],"sentiment":"neutral","sentiment_score":-0.06610811551889548,"num_words":52,"start":585.69,"end":612.86},{"sentences":[{"text":"Maximize all of our resources, making sure that you're getting the the best service for...","start":612.86,"end":618.3,"sentiment":"neutral","sentiment_score":0.1479385377218326},{"text":"With Airtel.","start":618.3,"end":619.12,"sentiment":"neutral","sentiment_score":0.017299724277108908},{"text":"We have to run some diagnostic, Ron, on your connection right now.","start":628.45496,"end":633.975,"sentiment":"neutral","sentiment_score":-0.03088029536108176},{"text":"If you are free today or if you are not, you can provide me a specific time or day wherein we can call you back to check on diagnostic or connections with your Internet or router.","start":633.975,"end":647.87,"sentiment":"neutral","sentiment_score":-0.005516685700664918},{"text":"Okay.","start":653.755,"end":654.07495,"sentiment":"neutral","sentiment_score":0.005562087520956993}],"sentiment":"neutral","sentiment_score":0.025607202611299174,"num_words":66,"start":612.86,"end":654.07495},{"sentences":[{"text":"Just give me one 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router?","start":955.12,"end":961.14,"sentiment":"neutral","sentiment_score":0.132790142390877},{"text":"Because we might need to fill a ticket with Linham, and we need to attach some documentation so that we can fill a report.","start":962.56,"end":973.97504,"sentiment":"neutral","sentiment_score":0.0015125284359479947},{"text":"Is there any way that you could reply to that ticket with an image?","start":982.22003,"end":985.68,"sentiment":"neutral","sentiment_score":0.05759220423975161},{"text":"If not, I can provide our technical support's email address so that you can forward it to her.","start":986.14,"end":992.16003,"sentiment":"neutral","sentiment_score":0.05634987700937523}],"sentiment":"neutral","sentiment_score":0.07674246690258747,"num_words":82,"start":953.92,"end":992.16003},{"sentences":[{"text":"Sure.","start":997.995,"end":998.495,"sentiment":"neutral","sentiment_score":0.15913183987140656},{"text":"Whenever you're ready.","start":998.955,"end":1000.095,"sentiment":"neutral","sentiment_score":0.1432608018318812},{"text":"Thank you so much.","start":1005.195,"end":1006.415,"sentiment":"positive","sentiment_score":0.689778283238411},{"text":"Is it still showing as red light?","start":1007.435,"end":1009.455,"sentiment":"neutral","sentiment_score":-0.10588381279792104},{"text":"Because on our end, there is no outage.","start":1011.66,"end":1014.0,"sentiment":"neutral","sentiment_score":-0.1949414573609829}],"sentiment":"neutral","sentiment_score":0.045535175210755806,"num_words":23,"start":997.995,"end":1014.0},{"sentences":[{"text":"So...","start":1014.22,"end":1014.72,"sentiment":"neutral","sentiment_score":-0.0856122300028801},{"text":"And your service is showing online on our network.","start":1015.02,"end":1020.24,"sentiment":"neutral","sentiment_score":-0.09725247447689374},{"text":"Have you tried...","start":1027.145,"end":1028.045,"sentiment":"neutral","sentiment_score":-0.08021511385838191},{"text":"If I may ask if...","start":1029.145,"end":1030.4451,"sentiment":"neutral","sentiment_score":-0.08354304283857346},{"text":"Sorry.","start":1031.385,"end":1031.625,"sentiment":"neutral","sentiment_score":-0.12484576553106308}],"sentiment":"neutral","sentiment_score":-0.09179425376810525,"num_words":19,"start":1014.22,"end":1031.625},{"sentences":[{"text":"Go ahead.","start":1031.625,"end":1032.3651,"sentiment":"neutral","sentiment_score":-0.06768636405467987},{"text":"Have you also tried power cycling the router?","start":1047.66,"end":1051.28,"sentiment":"neutral","sentiment_score":-0.052107096184045076},{"text":"No.","start":1058.0449,"end":1058.5249,"sentiment":"neutral","sentiment_score":-0.09386838972568512},{"text":"On your router, there is a button, like, on and off.","start":1058.5249,"end":1063.505,"sentiment":"neutral","sentiment_score":-0.04323861747980118},{"text":"You can just click...","start":1063.725,"end":1065.585,"sentiment":"neutral","sentiment_score":-0.017275650519877672}],"sentiment":"neutral","sentiment_score":-0.04580097237172035,"num_words":26,"start":1031.625,"end":1065.585},{"sentences":[{"text":"Like, press it and then turn it back on again.","start":1066.205,"end":1069.0249,"sentiment":"neutral","sentiment_score":-0.02881431169807911},{"text":"Just wait for ten seconds and then turn it back on again before you take a post...","start":1071.12,"end":1076.0199,"sentiment":"neutral","sentiment_score":-0.03963248486466268},{"text":"Before you take a photo again, Suzanne.","start":1076.3999,"end":1078.4199,"sentiment":"neutral","sentiment_score":-0.010648346239967006},{"text":"Yeah.","start":1094.4149,"end":1094.9149,"sentiment":"neutral","sentiment_score":-0.009479830972850324},{"text":"Are you using...","start":1095.27,"end":1096.49,"sentiment":"neutral","sentiment_score":-0.02630044457813104}],"sentiment":"neutral","sentiment_score":-0.029600393370186027,"num_words":38,"start":1066.205,"end":1096.49},{"sentences":[{"text":"I mean, aside from WPS button, are you seeing, like, the power button?","start":1096.55,"end":1102.97,"sentiment":"neutral","sentiment_score":-0.049501856932273276},{"text":"It's like it's like a button...","start":1104.0701,"end":1108.49,"sentiment":"neutral","sentiment_score":-0.07586360722780228},{"text":"Okay.","start":1108.9501,"end":1109.35,"sentiment":"neutral","sentiment_score":-0.039454713463783264},{"text":"Hold on.","start":1109.35,"end":1109.75,"sentiment":"neutral","sentiment_score":-0.06224935129284859},{"text":"Just give me one 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tried, you know, removing the cord from the socket?","start":1274.225,"end":1280.805,"sentiment":"neutral","sentiment_score":-0.08294893118242423},{"text":"Okay.","start":1290.67,"end":1290.9901,"sentiment":"positive","sentiment_score":0.35396891832351685},{"text":"I really appreciate you doing that.","start":1290.9901,"end":1293.39,"sentiment":"positive","sentiment_score":0.5704224271078905},{"text":"If...","start":1293.39,"end":1293.89,"sentiment":"neutral","sentiment_score":-0.03279851749539375},{"text":"Is there any way that you could do it again right now before you take a photo of your of your router with the red light?","start":1293.9501,"end":1304.145,"sentiment":"neutral","sentiment_score":-0.10597606232533088}],"sentiment":"neutral","sentiment_score":-0.00015347459070060563,"num_words":46,"start":1274.225,"end":1304.145},{"sentences":[{"text":"No.","start":1309.425,"end":1309.745,"sentiment":"neutral","sentiment_score":-0.3295241594314575},{"text":"Just the just the power 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Susan. Hi. I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet. Like, it drops out every day. Like, the modem and the red light constantly just stays out. It's just a nuisance, to be honest. Mhmm. Borich, b o r I c h. No. It's just the ongoing it's just the ongoing thing. Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts out. You're on your phone, it cuts out. Like, it's it's just ridiculous. Like... And also also, could you check the modem I have? Because I heard it's a discontinued modem. What was that you just said? Yeah. Yeah. I've tried everything, to be honest. Like, I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that. Like, right now, I'm on four g with my Internet. Oh, no. Not really. When Internet's back on. See, like, it's just just ridiculous. There's no light on the modem. Like, the light's meant to be green, but it's not. Yes. Every day. Yeah. Every day, like, there's no light on it right now. It's... And it's several times a day. Like, we sit down, watch TV, and then the Internet just goes off. Like, it's just... It's actually driving us crazy now. Like, ever since... Well, I've been with you since June last year and the same... I I can, like, tell a million people to come and speak to you in regards to this, and they'll tell you the same. It's just does not work properly. I can't. Mhmm. Okay. Thank you. Hi. No. It came from you guys. Hang on. No. I I I wanna ask you some questions first. So it's like, if that's an old router that you've given me, it's just doing nothing. Okay? And it just constantly cuts out. Like, I've been paying this money over a year now and going through the same trouble. I've spoken to numerous people. Okay? And, like, I also wanna know how much it is, or would I have to pay a disconnection fee? Oh, I don't think I should because, like, the Internet's just horrible. Unless you guys send me a new router, but I'm not paying for that new router because I've already paid for once. Gonna try out. You there? Yeah. But how long is that gonna take? Like, it's every every day, every week, every month, like, the same thing. Like, you can't... Like, I'm... We're... My husband and I, we're literally fed up with it, to be honest. You know what I mean? So, like, something needs to be done about it because I'm not paying all this money each month for this Internet when it doesn't work properly. Okay then. So when would I hear back from you guys? No. I'm here. You can call me today. It's fine. Mhmm. We ought to have to We're doing... We're doing a hire plane. But but we're not walking in for the higher plane. If it does not work, we wanna shave it altogether. We're gonna need to buy. We're we're in the find extra for the box office space to work. Yeah. If it doesn't, we don't wanna be trying to a website for the for the upgrade. It doesn't work. Mhmm. Hello, Jose? Hello? Thank you so Where do I? What is the ticket that you sent? Could you just send it now, the email? Or... Just a minute. I'll take it further. There's no light at all, to be honest. On this router, there's... At the moment, there's no light at all. It was very... It's very, very Go ahead. It's like very, very faint green. That's what... Where you pull everything out. Which button? So the WPS button? Do you know the model of my router? There's no power button. It's only a reset one, and then you've got another button where it says WPS. Yeah. There is a... There's... So it's got power where the power cord goes. Right? Then you've got... Next to that, it's got reset, which I'm guessing you have to stick something into it to reset it. Yeah. And then there's and then there's another... Is that... There's no power button. There's any... A cord that's going into the power, then it's got the reset, and then there's a button next to it. And underneath, it's got WPS. Is that it? Can you tell me the model number you're looking at? Yes. Can you tell me the model number? Well, mine's not that. My model number here says w w r six x b one slash a zero. Yeah. I do that on a daily basis. I do that all the time. Also do the three month thing where you pull everything out, let it sit for, like, ten minutes. Okay. So what do you want me to do? Pull everything out? Okay. 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Birch. Susan. Hi. I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet. Like, it drops out every day.\n\nLike, the modem and the red light constantly just stays out. It's just a nuisance, to be honest. Mhmm. Borich, b o r I c h. No.\n\nIt's just the ongoing it's just the ongoing thing. Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts out. You're on your phone, it cuts out. Like, it's it's just ridiculous. Like...\n\nAnd also also, could you check the modem I have? Because I heard it's a discontinued modem. What was that you just said? Yeah. Yeah.\n\nI've tried everything, to be honest. Like, I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that. Like, right now, I'm on four g with my Internet. Oh, no. Not really.\n\nWhen Internet's back on. See, like, it's just just ridiculous. There's no light on the modem. Like, the light's meant to be green, but it's not. Yes.\n\nEvery day. Yeah. Every day, like, there's no light on it right now. It's... And it's several times a day.\n\nLike, we sit down, watch TV, and then the Internet just goes off. Like, it's just... It's actually driving us crazy now. Like, ever since... Well, I've been with you since June last year and the same...\n\nI I can, like, tell a million people to come and speak to you in regards to this, and they'll tell you the same. It's just does not work properly. I can't. Mhmm. Okay.\n\nThank you. Hi. No. It came from you guys. Hang on.\n\nNo. I I I wanna ask you some questions first. So it's like, if that's an old router that you've given me, it's just doing nothing. Okay? And it just constantly cuts out.\n\nLike, I've been paying this money over a year now and going through the same trouble. I've spoken to numerous people. Okay? And, like, I also wanna know how much it is, or would I have to pay a disconnection fee? Oh, I don't think I should because, like, the Internet's just horrible.\n\nUnless you guys send me a new router, but I'm not paying for that new router because I've already paid for once. Gonna try out. You there? Yeah. But how long is that gonna take?\n\nLike, it's every every day, every week, every month, like, the same thing. Like, you can't... Like, I'm... We're... My husband and I, we're literally fed up with it, to be honest.\n\nYou know what I mean? So, like, something needs to be done about it because I'm not paying all this money each month for this Internet when it doesn't work properly. Okay then. So when would I hear back from you guys? No.\n\nI'm here. You can call me today. It's fine. Mhmm. We ought to have to We're doing...\n\nWe're doing a hire plane. But but we're not walking in for the higher plane. If it does not work, we wanna shave it altogether. We're gonna need to buy. We're we're in the find extra for the box office space to work.\n\nYeah. If it doesn't, we don't wanna be trying to a website for the for the upgrade. It doesn't work. Mhmm. Hello, Jose?\n\nHello? Thank you so Where do I? What is the ticket that you sent? Could you just send it now, the email? Or...\n\nJust a minute. I'll take it further. There's no light at all, to be honest. On this router, there's... At the moment, there's no light at all.\n\nIt was very... It's very, very Go ahead. It's like very, very faint green. That's what... Where you pull everything out.\n\nWhich button? So the WPS button? Do you know the model of my router? There's no power button. It's only a reset one, and then you've got another button where it says WPS.\n\nYeah. There is a... There's... So it's got power where the power cord goes. Right?\n\nThen you've got... Next to that, it's got reset, which I'm guessing you have to stick something into it to reset it. Yeah. And then there's and then there's another... Is that...\n\nThere's no power button. There's any... A cord that's going into the power, then it's got the reset, and then there's a button next to it. And underneath, it's got WPS. Is that it?\n\nCan you tell me the model number you're looking at? Yes. Can you tell me the model number? Well, mine's not that. My model number here says w w r six x b one slash a zero.\n\nYeah. I do that on a daily basis. I do that all the time. Also do the three month thing where you pull everything out, let it sit for, like, ten minutes. Okay.\n\nSo what do you want me to do? Pull everything out? Okay. Just a minute.","paragraphs":[{"sentences":[{"text":"Susan Birch.","start":4.72,"end":5.7,"sentiment":"neutral","sentiment_score":0.022241581231355667},{"text":"Susan.","start":9.76,"end":10.26,"sentiment":"neutral","sentiment_score":0.01126335933804512},{"text":"Hi.","start":15.695001,"end":16.015,"sentiment":"neutral","sentiment_score":-0.12131302803754808},{"text":"I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet.","start":16.015,"end":25.795,"sentiment":"neutral","sentiment_score":-0.2774749976293794},{"text":"Like, it drops out every day.","start":25.855,"end":27.875,"sentiment":"negative","sentiment_score":-0.5282322466373444}],"sentiment":"neutral","sentiment_score":-0.28927525429007334,"num_words":39,"start":4.72,"end":27.875},{"sentences":[{"text":"Like, the modem and the red light constantly just stays out.","start":28.46,"end":34.14,"sentiment":"negative","sentiment_score":-0.5366705791516737},{"text":"It's just a nuisance, to be honest.","start":34.14,"end":36.239998,"sentiment":"negative","sentiment_score":-0.6718718068940299},{"text":"Mhmm.","start":43.984997,"end":44.484997,"sentiment":"neutral","sentiment_score":-0.024381816387176514},{"text":"Borich, b o r I c h.","start":59.85,"end":62.35,"sentiment":"neutral","sentiment_score":0.018994439659374102},{"text":"No.","start":90.670006,"end":90.990005,"sentiment":"neutral","sentiment_score":-0.05541394650936127}],"sentiment":"negative","sentiment_score":-0.3908634705262052,"num_words":27,"start":28.46,"end":90.990005},{"sentences":[{"text":"It's just the ongoing it's just the ongoing thing.","start":90.990005,"end":94.350006,"sentiment":"neutral","sentiment_score":-0.0971047497457928},{"text":"Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts 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said?","start":141.015,"end":142.475,"sentiment":"neutral","sentiment_score":-0.005588742749144633},{"text":"Yeah.","start":148.91,"end":149.23,"sentiment":"neutral","sentiment_score":-0.0059936679899692535},{"text":"Yeah.","start":149.23,"end":149.55,"sentiment":"neutral","sentiment_score":-0.017109528183937073}],"sentiment":"neutral","sentiment_score":-0.07577802959829569,"num_words":25,"start":109.055,"end":149.55},{"sentences":[{"text":"I've tried everything, to be honest.","start":149.55,"end":151.33,"sentiment":"neutral","sentiment_score":-0.12206413969397545},{"text":"Like, I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that.","start":151.39,"end":159.07,"sentiment":"neutral","sentiment_score":-0.21659949162732},{"text":"Like, right now, I'm on four g with my Internet.","start":159.07,"end":162.17499,"sentiment":"neutral","sentiment_score":-0.013149038515985012},{"text":"Oh, no.","start":176.17,"end":176.89,"sentiment":"neutral","sentiment_score":-0.09219223354011774},{"text":"Not really.","start":176.89,"end":177.61,"sentiment":"neutral","sentiment_score":-0.20890109241008759}],"sentiment":"neutral","sentiment_score":-0.14995000424773194,"num_words":43,"start":149.55,"end":177.61},{"sentences":[{"text":"When Internet's back on.","start":177.61,"end":179.29001,"sentiment":"neutral","sentiment_score":-0.19371655955910683},{"text":"See, like, it's just just ridiculous.","start":179.29001,"end":181.87001,"sentiment":"negative","sentiment_score":-0.4367256462574005},{"text":"There's no light on the modem.","start":182.01001,"end":184.35,"sentiment":"negative","sentiment_score":-0.34030840794245404},{"text":"Like, the light's meant to be green, but it's not.","start":184.81,"end":188.67,"sentiment":"neutral","sentiment_score":-0.17281396836042404},{"text":"Yes.","start":201.295,"end":201.795,"sentiment":"neutral","sentiment_score":-0.015092708170413973}],"sentiment":"neutral","sentiment_score":-0.265937146489267,"num_words":27,"start":177.61,"end":201.795},{"sentences":[{"text":"Every day.","start":203.78,"end":206.84,"sentiment":"neutral","sentiment_score":-0.037340606562793255},{"text":"Yeah.","start":210.02,"end":210.42,"sentiment":"neutral","sentiment_score":-0.15480908751487732},{"text":"Every day, like, there's no light on it right now.","start":210.42,"end":213.24,"sentiment":"neutral","sentiment_score":-0.23342262357473373},{"text":"It's...","start":214.42,"end":214.92,"sentiment":"neutral","sentiment_score":-0.12617053091526031},{"text":"And it's several times a day.","start":214.98001,"end":216.90001,"sentiment":"neutral","sentiment_score":-0.14173716058333716}],"sentiment":"neutral","sentiment_score":-0.17701550154015422,"num_words":20,"start":203.78,"end":216.90001},{"sentences":[{"text":"Like, we sit down, watch TV, and then the Internet just goes off.","start":216.90001,"end":223.715,"sentiment":"neutral","sentiment_score":-0.19333922519133642},{"text":"Like, it's just...","start":223.715,"end":224.515,"sentiment":"neutral","sentiment_score":-0.17328725258509317},{"text":"It's actually driving us crazy now.","start":224.515,"end":226.695,"sentiment":"negative","sentiment_score":-0.5365054259697596},{"text":"Like, ever since...","start":235.99,"end":236.79001,"sentiment":"neutral","sentiment_score":-0.3242425819238027},{"text":"Well, I've been with you since June last year and the same...","start":236.79001,"end":240.57,"sentiment":"neutral","sentiment_score":-0.2975096379717191}],"sentiment":"neutral","sentiment_score":-0.29176074709441213,"num_words":37,"start":216.90001,"end":240.57},{"sentences":[{"text":"I I can, like, tell a million people to come and speak to you in regards to this, and they'll tell you the same.","start":240.79001,"end":245.51001,"sentiment":"negative","sentiment_score":-0.35921696325143176},{"text":"It's just does not work properly.","start":245.51001,"end":248.095,"sentiment":"negative","sentiment_score":-0.542658805847168},{"text":"I can't.","start":257.515,"end":258.095,"sentiment":"neutral","sentiment_score":-0.149425208568573},{"text":"Mhmm.","start":259.61,"end":260.11,"sentiment":"neutral","sentiment_score":-0.024222824722528458},{"text":"Okay.","start":261.28998,"end":261.78998,"sentiment":"neutral","sentiment_score":0.06451210379600525}],"sentiment":"negative","sentiment_score":-0.3569329732700306,"num_words":34,"start":240.79001,"end":261.78998},{"sentences":[{"text":"Thank you.","start":264.00998,"end":264.83,"sentiment":"neutral","sentiment_score":0.2057661935687065},{"text":"Hi.","start":424.61,"end":425.11,"sentiment":"neutral","sentiment_score":0.13070128858089447},{"text":"No.","start":436.135,"end":436.375,"sentiment":"neutral","sentiment_score":-0.12951768934726715},{"text":"It came from you guys.","start":436.375,"end":437.595,"sentiment":"neutral","sentiment_score":-0.0859143704175949},{"text":"Hang on.","start":460.585,"end":461.22498,"sentiment":"neutral","sentiment_score":-0.01696434896439314}],"sentiment":"neutral","sentiment_score":-0.004616778513247316,"num_words":11,"start":264.00998,"end":461.22498},{"sentences":[{"text":"No.","start":461.22498,"end":461.625,"sentiment":"neutral","sentiment_score":-0.2226538062095642},{"text":"I I I wanna ask you some questions first.","start":461.625,"end":464.26498,"sentiment":"neutral","sentiment_score":-0.1575185325410631},{"text":"So it's like, if that's an old router that you've given me, it's just doing nothing.","start":464.26498,"end":469.16498,"sentiment":"negative","sentiment_score":-0.3963093049824238},{"text":"Okay?","start":469.625,"end":470.125,"sentiment":"neutral","sentiment_score":-0.31100064516067505},{"text":"And it just constantly cuts out.","start":470.425,"end":472.925,"sentiment":"negative","sentiment_score":-0.6360866328080496}],"sentiment":"negative","sentiment_score":-0.36693302790323895,"num_words":33,"start":461.22498,"end":472.925},{"sentences":[{"text":"Like, I've been paying this money over a year now and going through the same trouble.","start":472.985,"end":477.82,"sentiment":"negative","sentiment_score":-0.5490857679396868},{"text":"I've spoken to numerous people.","start":478.36,"end":480.54,"sentiment":"neutral","sentiment_score":-0.32876943945884707},{"text":"Okay?","start":481.16,"end":481.66,"sentiment":"neutral","sentiment_score":-0.13416659832000732},{"text":"And, like, I also wanna know how much it is, or would I have to pay a disconnection fee?","start":482.84,"end":489.58,"sentiment":"neutral","sentiment_score":-0.017415197664185575},{"text":"Oh, I don't think I should because, like, the Internet's just horrible.","start":492.055,"end":496.075,"sentiment":"negative","sentiment_score":-0.5902902434269587}],"sentiment":"negative","sentiment_score":-0.3392029765923068,"num_words":53,"start":472.985,"end":496.075},{"sentences":[{"text":"Unless you guys send me a new router, but I'm not paying for that new router because I've already paid for once.","start":498.935,"end":504.39502,"sentiment":"negative","sentiment_score":-0.49661986800757324},{"text":"Gonna try out.","start":512.59,"end":513.73,"sentiment":"neutral","sentiment_score":-0.20139452815055847},{"text":"You there?","start":514.11,"end":514.77,"sentiment":"neutral","sentiment_score":-0.08030750975012779},{"text":"Yeah.","start":545.885,"end":546.125,"sentiment":"neutral","sentiment_score":-0.01405121386051178},{"text":"But how long is that gonna take?","start":546.125,"end":547.565,"sentiment":"neutral","sentiment_score":-0.0759715416601726}],"sentiment":"negative","sentiment_score":-0.3496082201600075,"num_words":35,"start":498.935,"end":547.565},{"sentences":[{"text":"Like, it's every every day, every week, every month, like, the same thing.","start":547.565,"end":552.705,"sentiment":"neutral","sentiment_score":-0.15848362675079933},{"text":"Like, you can't...","start":553.245,"end":554.22504,"sentiment":"neutral","sentiment_score":-0.1702620635430018},{"text":"Like, I'm...","start":554.445,"end":555.645,"sentiment":"neutral","sentiment_score":-0.11313765496015549},{"text":"We're...","start":555.645,"end":556.125,"sentiment":"neutral","sentiment_score":-0.1367318630218506},{"text":"My husband and I, we're literally fed up with it, to be honest.","start":556.125,"end":558.84503,"sentiment":"negative","sentiment_score":-0.4931482466367575}],"sentiment":"neutral","sentiment_score":-0.2920314911752939,"num_words":32,"start":547.565,"end":558.84503},{"sentences":[{"text":"You know what I mean?","start":558.84503,"end":559.565,"sentiment":"neutral","sentiment_score":-0.2720950245857239},{"text":"So, like, something needs to be done about it because I'm not paying all this money each month for this Internet when it doesn't work properly.","start":559.565,"end":569.29,"sentiment":"negative","sentiment_score":-0.44135081194914305},{"text":"Okay then.","start":621.02997,"end":621.51,"sentiment":"neutral","sentiment_score":0.015804408118128777},{"text":"So when would I hear back from you guys?","start":621.51,"end":623.61,"sentiment":"neutral","sentiment_score":-0.007125638632310761},{"text":"No.","start":648.625,"end":648.945,"sentiment":"neutral","sentiment_score":-0.09953898191452026}],"sentiment":"neutral","sentiment_score":-0.30157342202268367,"num_words":43,"start":558.84503,"end":648.945},{"sentences":[{"text":"I'm here.","start":648.945,"end":649.585,"sentiment":"neutral","sentiment_score":-0.05521887354552746},{"text":"You can call me today.","start":649.585,"end":650.625,"sentiment":"neutral","sentiment_score":0.0011703521013259888},{"text":"It's fine.","start":650.625,"end":651.365,"sentiment":"neutral","sentiment_score":0.05739075876772404},{"text":"Mhmm.","start":656.27997,"end":656.77997,"sentiment":"neutral","sentiment_score":-0.0161079540848732},{"text":"We ought to have to We're doing...","start":693.27,"end":711.27,"sentiment":"neutral","sentiment_score":-0.027351028685058867}],"sentiment":"neutral","sentiment_score":-0.011609977878191891,"num_words":17,"start":648.945,"end":711.27},{"sentences":[{"text":"We're doing a hire plane.","start":711.41,"end":713.19,"sentiment":"neutral","sentiment_score":-0.1270880803465843},{"text":"But but we're not walking in for the higher plane.","start":714.85,"end":718.37,"sentiment":"neutral","sentiment_score":-0.23855056390166282},{"text":"If it does not work, we wanna shave it altogether.","start":718.37,"end":721.67,"sentiment":"negative","sentiment_score":-0.3687992811203003},{"text":"We're gonna need to buy.","start":722.45,"end":723.67,"sentiment":"neutral","sentiment_score":-0.32245802879333496},{"text":"We're we're in the find extra for the box office space to work.","start":724.08997,"end":728.20496,"sentiment":"neutral","sentiment_score":-0.18492731337363905}],"sentiment":"neutral","sentiment_score":-0.2494252109250357,"num_words":43,"start":711.41,"end":728.20496},{"sentences":[{"text":"Yeah.","start":729.06494,"end":729.56494,"sentiment":"neutral","sentiment_score":-0.14451022446155548},{"text":"If it doesn't, we don't wanna be trying to a website for the for the upgrade.","start":729.70496,"end":734.285,"sentiment":"negative","sentiment_score":-0.34185328520834446},{"text":"It doesn't work.","start":735.46497,"end":736.50494,"sentiment":"negative","sentiment_score":-0.3548450271288554},{"text":"Mhmm.","start":736.50494,"end":737.00494,"sentiment":"neutral","sentiment_score":-0.04357139766216278},{"text":"Hello, Jose?","start":951.225,"end":952.125,"sentiment":"neutral","sentiment_score":0.009974198415875435}],"sentiment":"neutral","sentiment_score":-0.291405255217915,"num_words":23,"start":729.06494,"end":952.125},{"sentences":[{"text":"Hello?","start":952.345,"end":952.845,"sentiment":"neutral","sentiment_score":0.02060840278863907},{"text":"Thank you so Where do I?","start":954.825,"end":972.85,"sentiment":"neutral","sentiment_score":0.11528862081468105},{"text":"What is the ticket that you sent?","start":977.745,"end":979.60504,"sentiment":"neutral","sentiment_score":0.037587812170386314},{"text":"Could you just send it now, the email?","start":993.1,"end":995.66,"sentiment":"neutral","sentiment_score":0.041197865502908826},{"text":"Or...","start":995.66,"end":996.16,"sentiment":"neutral","sentiment_score":0.016079222783446312}],"sentiment":"neutral","sentiment_score":0.05743986781200637,"num_words":23,"start":952.345,"end":996.16},{"sentences":[{"text":"Just a minute.","start":1001.915,"end":1002.555,"sentiment":"neutral","sentiment_score":0.12389370799064636},{"text":"I'll take it further.","start":1002.555,"end":1003.535,"sentiment":"neutral","sentiment_score":0.16262154653668404},{"text":"There's no light at all, to be honest.","start":1019.24,"end":1021.25995,"sentiment":"neutral","sentiment_score":-0.16036313585937023},{"text":"On this router, there's...","start":1021.39996,"end":1022.86,"sentiment":"neutral","sentiment_score":-0.056936731562018394},{"text":"At the moment, there's no light at all.","start":1023.24,"end":1025.9,"sentiment":"neutral","sentiment_score":-0.15117947664111853}],"sentiment":"neutral","sentiment_score":-0.06288594504197438,"num_words":27,"start":1001.915,"end":1025.9},{"sentences":[{"text":"It was very...","start":1026.9199,"end":1027.82,"sentiment":"neutral","sentiment_score":-0.09653716782728831},{"text":"It's very, very Go ahead.","start":1028.6799,"end":1032.735,"sentiment":"neutral","sentiment_score":-0.07481650784611701},{"text":"It's like very, very faint green.","start":1032.875,"end":1035.215,"sentiment":"neutral","sentiment_score":-0.10004306832949321},{"text":"That's what...","start":1053.49,"end":1054.69,"sentiment":"neutral","sentiment_score":-0.03977653570473194},{"text":"Where you pull everything out.","start":1054.69,"end":1056.3099,"sentiment":"neutral","sentiment_score":-0.052474255114793776}],"sentiment":"neutral","sentiment_score":-0.07647032379394486,"num_words":21,"start":1026.9199,"end":1056.3099},{"sentences":[{"text":"Which button?","start":1079.25,"end":1080.15,"sentiment":"neutral","sentiment_score":-0.0137621252797544},{"text":"So the WPS button?","start":1080.21,"end":1082.15,"sentiment":"neutral","sentiment_score":-0.01156809413805604},{"text":"Do you know the model of my router?","start":1089.875,"end":1092.695,"sentiment":"neutral","sentiment_score":-0.02178937755525112},{"text":"There's no power button.","start":1106.55,"end":1108.17,"sentiment":"neutral","sentiment_score":-0.12627986632287502},{"text":"It's only a reset one, and then you've got another button where it says WPS.","start":1110.63,"end":1115.61,"sentiment":"neutral","sentiment_score":-0.07165083587169647}],"sentiment":"neutral","sentiment_score":-0.05539374699759664,"num_words":33,"start":1079.25,"end":1115.61},{"sentences":[{"text":"Yeah.","start":1155.125,"end":1155.445,"sentiment":"neutral","sentiment_score":0.00212333770468831},{"text":"There is a...","start":1155.445,"end":1156.505,"sentiment":"neutral","sentiment_score":-0.005006045723954837},{"text":"There's...","start":1156.85,"end":1157.35,"sentiment":"neutral","sentiment_score":-0.010785076767206192},{"text":"So it's got power where the power cord goes.","start":1158.29,"end":1160.77,"sentiment":"neutral","sentiment_score":-0.025671499263909128},{"text":"Right?","start":1160.77,"end":1161.27,"sentiment":"neutral","sentiment_score":-0.0025688237510621548}],"sentiment":"neutral","sentiment_score":-0.017152812890708448,"num_words":15,"start":1155.125,"end":1161.27},{"sentences":[{"text":"Then you've got...","start":1161.49,"end":1162.47,"sentiment":"neutral","sentiment_score":-0.010338583961129189},{"text":"Next to that, it's got reset, which I'm guessing you have to stick something into it to reset it.","start":1162.61,"end":1168.0701,"sentiment":"neutral","sentiment_score":-0.07983058749845154},{"text":"Yeah.","start":1179.5851,"end":1179.905,"sentiment":"neutral","sentiment_score":-0.06690698117017746},{"text":"And then there's and then there's another...","start":1179.905,"end":1182.6799,"sentiment":"neutral","sentiment_score":-0.03374779064740453},{"text":"Is that...","start":1184.9,"end":1185.5599,"sentiment":"neutral","sentiment_score":-0.02258459758013487}],"sentiment":"neutral","sentiment_score":-0.05925336328800768,"num_words":32,"start":1161.49,"end":1185.5599},{"sentences":[{"text":"There's no power button.","start":1188.5,"end":1189.7999,"sentiment":"neutral","sentiment_score":-0.14448788203299046},{"text":"There's any...","start":1189.86,"end":1190.6,"sentiment":"neutral","sentiment_score":-0.08194328472018242},{"text":"A cord that's going into the power, then it's got the reset, and then there's a button next to it.","start":1190.74,"end":1198.125,"sentiment":"neutral","sentiment_score":-0.04475399404764176},{"text":"And underneath, it's got WPS.","start":1198.265,"end":1200.685,"sentiment":"neutral","sentiment_score":-0.014683476276695728},{"text":"Is that it?","start":1201.385,"end":1202.285,"sentiment":"neutral","sentiment_score":-0.005411568408211072}],"sentiment":"neutral","sentiment_score":-0.05078147250391981,"num_words":34,"start":1188.5,"end":1202.285},{"sentences":[{"text":"Can you tell me the model number you're looking at?","start":1217.615,"end":1219.9551,"sentiment":"neutral","sentiment_score":-0.0060457102954387665},{"text":"Yes.","start":1228.5751,"end":1229.0751,"sentiment":"neutral","sentiment_score":0.024294070899486545},{"text":"Can you tell me the model number?","start":1229.135,"end":1231.555,"sentiment":"neutral","sentiment_score":0.00904894872967686},{"text":"Well, mine's not that.","start":1238.1,"end":1239.5599,"sentiment":"neutral","sentiment_score":-0.09322874248027802},{"text":"My model number here says w w r six x b one slash a zero.","start":1239.86,"end":1248.095,"sentiment":"neutral","sentiment_score":-0.041856504728396735}],"sentiment":"neutral","sentiment_score":-0.02631305221065476,"num_words":37,"start":1217.615,"end":1248.095},{"sentences":[{"text":"Yeah.","start":1280.445,"end":1280.945,"sentiment":"neutral","sentiment_score":0.14748957753181458},{"text":"I do that on a daily basis.","start":1281.1649,"end":1282.845,"sentiment":"neutral","sentiment_score":0.24221726613385336},{"text":"I do that all the time.","start":1282.845,"end":1284.0449,"sentiment":"neutral","sentiment_score":0.2910138964653015},{"text":"Also do the three month thing where you pull everything out, let it sit for, like, ten minutes.","start":1284.0449,"end":1289.6799,"sentiment":"neutral","sentiment_score":0.13560491634739769},{"text":"Okay.","start":1291.1,"end":1291.6,"sentiment":"positive","sentiment_score":0.4933071434497833}],"sentiment":"neutral","sentiment_score":0.19767543808980423,"num_words":33,"start":1280.445,"end":1291.6},{"sentences":[{"text":"So what do you want me to do?","start":1306.115,"end":1307.3151,"sentiment":"neutral","sentiment_score":-0.1618673736229539},{"text":"Pull everything out?","start":1307.3151,"end":1308.535,"sentiment":"neutral","sentiment_score":-0.14411615331967673},{"text":"Okay.","start":1314.9,"end":1315.22,"sentiment":"neutral","sentiment_score":-0.001356806606054306},{"text":"Just a minute.","start":1315.22,"end":1316.0399,"sentiment":"neutral","sentiment_score":-0.022532204786936443}],"sentiment":"neutral","sentiment_score":-0.11974939132730165,"num_words":15,"start":1306.115,"end":1316.0399}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Susan Birch.\n\nChannel 0: Hello, Steven? Is this correct?\n\nChannel 1: Susan.\n\nChannel 0: Susan. I'm so sorry, Susan. How may I help you today?\n\nChannel 1: Hi. I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet. Like, it drops out every day. Like, the modem and the red light constantly just stays out. It's just a nuisance, to be honest.\n\nChannel 0: I'm re... I really do apologize regarding with this inconvenience, Susan. Let me just pull up your account. Okay?\n\nChannel 1: Mhmm.\n\nChannel 0: Just give me one second. Thank you so much. Could you provide the last name on the account, please?\n\nChannel 1: Borich, b o r I c h.\n\nChannel 0: Thank you so much, Barge. And I can see that, yeah, there... You filed a ticket for this and you replied to your ticket as the has... Well, and your location is actually included to where the Lindholm needs network maintenance. But I can go ahead and connect you to our technical support team to\n\nChannel 1: No. It's just\n\nChannel 0: make sure\n\nChannel 1: the ongoing\n\nChannel 0: that...\n\nChannel 1: it's just the ongoing\n\nChannel 0: Yeah.\n\nChannel 1: thing. Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts out. You're on your phone, it cuts out. Like, it's it's just ridiculous.\n\nChannel 0: I really understand\n\nChannel 1: Like...\n\nChannel 0: where you're coming from. And\n\nChannel 1: And also\n\nChannel 0: using the in\n\nChannel 1: also,\n\nChannel 0: mhmm.\n\nChannel 1: could you check\n\nChannel 0: Go ahead.\n\nChannel 1: the modem I have? Because I heard it's a discontinued modem.\n\nChannel 0: Sure. Just give me one second. Could you tell me more about the connection right now? Have you tried checking the speed test that is... The device is...\n\nWas wired to the router just to make sure that you're getting the correct plan.\n\nChannel 1: What was that you just said?\n\nChannel 0: Have you tried running a speed test?\n\nChannel 1: Yeah. Yeah. I've tried everything, to be honest. Like,\n\nChannel 0: Okay.\n\nChannel 1: I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that. Like, right now, I'm on four g with my Internet.\n\nChannel 0: Thank you. Thank you so much. Give me one second. And how was the Internet connection as well with using wireless? Is it the same?\n\nChannel 1: Oh,\n\nChannel 0: Yes?\n\nChannel 1: no. Not really. When Internet's back on. See, like, it's just just ridiculous. There's no light on the modem.\n\nLike, the light's meant to be green, but it's not.\n\nChannel 0: Okay. Do you prefer... Are you some... Do you sometimes see a red light on your router?\n\nChannel 1: Yes.\n\nChannel 0: Mhmm. And\n\nChannel 1: Every\n\nChannel 0: how many times?\n\nChannel 1: day.\n\nChannel 0: Oh my god. I'm so sorry for this.\n\nChannel 1: Yeah. Every day, like, there's no light on it right now. It's... And it's several times a day. Like, we sit down, watch TV, and then the Internet just goes off.\n\nLike, it's just... It's actually driving us crazy now. Like, ever since... Well, I've been with you since June last year and the same... I I can, like, tell a million people to come and speak to you in regards to this, and they'll tell you the same.\n\nIt's just does not work properly.\n\nChannel 0: Mhmm. Yeah. I really get get your point. And, again, I'm so sorry that for all this inconvenience, but just give me one second. I'll\n\nChannel 1: I can't.\n\nChannel 0: put you on hold for a minute, Drew.\n\nChannel 1: Mhmm.\n\nChannel 0: I'll get back to you. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: Hello, Suzanne?\n\nChannel 1: Hi.\n\nChannel 0: Thank you so much for holding. I'm still checking on it. If I may ask if the router was came from Airtel, or is it your own router?\n\nChannel 1: No. It came from you guys.\n\nChannel 0: Okay. I actually checked our network, and there is no maintenance that is currently ongoing. But I really understand where you stand. We'll make sure to take a look into your connection. Okay?\n\nChannel 1: Hang on. No. I I I wanna ask you some questions first. So it's like, if that's an old router that you've given me, it's just doing nothing. Okay?\n\nAnd it just constantly cuts out. Like, I've been paying this money over a year now and going through the same trouble. I've spoken to numerous people. Okay? And,\n\nChannel 0: Mhmm. Thank\n\nChannel 1: like,\n\nChannel 0: you.\n\nChannel 1: I also wanna know how much it is, or would I have to pay a disconnection fee? Oh, I don't think I should because, like, the Internet's just horrible. Unless you guys send me a new router, but I'm not paying for that new router because I've already paid for once. Gonna try out. You there?\n\nChannel 0: Yes. I'm still here. For... We we would still want to say... I mean, to make sure that your technical issues will be accommodated and entertained by Airtel.\n\nSo if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you.\n\nChannel 1: Yeah. But how long is that gonna take? Like, it's every every day, every week, every month, like, the same thing. Like, you can't... Like, I'm...\n\nWe're... My husband and I, we're literally fed up with it, to be honest. You know what I mean? So, like, something needs\n\nChannel 0: Yeah.\n\nChannel 1: to be done about it because I'm not paying all this money each month\n\nChannel 0: Yeah.\n\nChannel 1: for this Internet when it doesn't work properly.\n\nChannel 0: Mhmm. Yeah. I really understand where you're coming from. I know you've... We've...\n\nSince we're paying for the Internet connection, we should get the the the most out of it. Rest assured that we will look into this further if compensation... We've already reached out to the Linham and seeking with the compensation. We're still working on it. Since we are already working on the compensation for those times that there is a network outage.\n\nWe'll also take that into consideration. Right now, I would want our technical support team to make sure... Maximize all of our resources, making sure that you're getting the the best service for... With Airtel.\n\nChannel 1: Okay then. So when would I hear back from you guys?\n\nChannel 0: We have to run some diagnostic, Ron, on your connection right now. If you are free today or if you are not, you can provide me a specific time or day wherein we can call you back to check on diagnostic or connections with your Internet or router.\n\nChannel 1: No. I'm here. You can call me today. It's fine.\n\nChannel 0: Okay. Just give me one second. Okay? Hold on.\n\nChannel 1: Mhmm.\n\nChannel 0: Thank you.\n\nChannel 1: We ought to have to We're doing... We're doing a hire plane. But but we're not walking in for the higher plane. If it does not work, we wanna shave it altogether. We're gonna need to buy.\n\nWe're we're in the find extra for the box office space to work. Yeah. If it doesn't, we don't wanna be trying to a website for the for the upgrade. It doesn't work. Mhmm.\n\nChannel 0: Hello,\n\nChannel 1: Hello,\n\nChannel 0: Suzanne?\n\nChannel 1: Jose? Hello?\n\nChannel 0: Thank you so much for holding.\n\nChannel 1: Thank you\n\nChannel 0: If\n\nChannel 1: so\n\nChannel 0: I may ask if you could also reply to the ticket and send the red light of the router? Because we might need to fill a ticket with Linham, and we need to attach some documentation\n\nChannel 1: Where do I?\n\nChannel 0: so that we can fill a report.\n\nChannel 1: What is the ticket that you sent?\n\nChannel 0: Is there any way that you could reply to that ticket with an image? If not, I can provide our technical support's email address so that you can forward it to her.\n\nChannel 1: Could you just send it now, the email? Or...\n\nChannel 0: Sure. Whenever you're ready.\n\nChannel 1: Just a minute. I'll take it further.\n\nChannel 0: Thank you so much. Is it still showing as red light? Because on our end, there is no outage. So... And your service is showing online on\n\nChannel 1: There's\n\nChannel 0: our\n\nChannel 1: no\n\nChannel 0: network.\n\nChannel 1: light at all, to be honest. On this router, there's... At the moment, there's no light at all. It was\n\nChannel 0: Have\n\nChannel 1: very...\n\nChannel 0: you tried...\n\nChannel 1: It's very,\n\nChannel 0: If\n\nChannel 1: very\n\nChannel 0: I may ask if... Sorry. Go ahead.\n\nChannel 1: Go ahead. It's like very, very faint green.\n\nChannel 0: Have you also tried power cycling the router?\n\nChannel 1: That's what... Where you pull everything out.\n\nChannel 0: No. On your router, there is a button, like, on and off. You can just click... Like, press it and then turn it back on again. Just wait for ten seconds and then turn it back on again before you take a post...\n\nBefore you take a photo again, Suzanne.\n\nChannel 1: Which button? So the WPS button? Do you know the model of my router?\n\nChannel 0: Yeah. Are you using... I mean, aside from WPS button, are you seeing, like, the power button? It's like\n\nChannel 1: There's no\n\nChannel 0: it's\n\nChannel 1: power\n\nChannel 0: like\n\nChannel 1: button.\n\nChannel 0: a button... Okay. Hold on. Just give me one second.\n\nChannel 1: It's only a reset one, and then you've got another button where it says WPS.\n\nChannel 0: Second. Hold on. Just give me one second. Are you seeing, like, a, like, a circle that, you can press at the back of your router?\n\nChannel 1: Yeah. There is a... There's... So it's got power where the power cord goes.\n\nChannel 0: Yes.\n\nChannel 1: Right? Then you've\n\nChannel 0: Yes.\n\nChannel 1: got... Next to that, it's got reset, which I'm guessing you have to stick something into it to reset it.\n\nChannel 0: No. It... No. That's not. That...\n\nWe are not advising customers to reset the router as it may go back to the default router\n\nChannel 1: Yeah.\n\nChannel 0: or\n\nChannel 1: And then\n\nChannel 0: router\n\nChannel 1: there's\n\nChannel 0: settings.\n\nChannel 1: and then there's another...\n\nChannel 0: Just one with the power. Just one\n\nChannel 1: Is\n\nChannel 0: with\n\nChannel 1: that...\n\nChannel 0: the power. Do you just have\n\nChannel 1: There's no power button. There's any... A cord that's going into the power, then it's got the reset, and then there's a button next to it. And underneath, it's got WPS. Is that it?\n\nChannel 0: Okay. Hold on. Just give me one second. Because there should be a...\n\nChannel 1: Can you tell me the model number you're looking at?\n\nChannel 0: Are you... We normally send out a x 1,800 Wi Fi router. Is it your router?\n\nChannel 1: Yes. Can you tell me\n\nChannel 0: Mhmm.\n\nChannel 1: the model number?\n\nChannel 0: A x a a x 1,800.\n\nChannel 1: Well, mine's not\n\nChannel 0: Is\n\nChannel 1: that.\n\nChannel 0: it\n\nChannel 1: My model number here says w w r six x b one slash a zero.\n\nChannel 0: Can you try pressing the w... The WPS button, please? Or have you tried, you know, removing the cord from the socket?\n\nChannel 1: Yeah. I do that on a daily basis. I do that all the time. Also do the three month thing where you pull everything out, let it sit for, like, ten minutes.\n\nChannel 0: Okay. I\n\nChannel 1: Okay.\n\nChannel 0: really appreciate you doing that. If... Is there any way that you could do it again right now before you take a photo of your of your router with the red light?\n\nChannel 1: So what do you want me to do? Pull everything out?\n\nChannel 0: No. Just the just the power cord.\n\nChannel 1: Okay. Just a minute.\n\nChannel 0: Let's just wait, like, five to ten seconds and then plug it back again.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.48,"end":2.0,"sentiment":"positive","sentiment_score":0.4255753219127655},{"text":"My name is Mary.","start":2.0,"end":2.8799999,"sentiment":"positive","sentiment_score":0.33861760050058365},{"text":"May I have your name, please?","start":2.8799999,"end":4.02,"sentiment":"neutral","sentiment_score":0.18628993382056555}],"sentiment":"neutral","sentiment_score":0.30667244096597035,"channel":0,"num_words":15,"start":0.48,"end":4.02},{"sentences":[{"text":"Susan Birch.","start":4.72,"end":5.7,"sentiment":"neutral","sentiment_score":0.022241581231355667}],"sentiment":"neutral","sentiment_score":0.022241581231355667,"channel":1,"num_words":2,"start":4.72,"end":5.7},{"sentences":[{"text":"Hello, Steven?","start":6.8799996,"end":7.8399997,"sentiment":"neutral","sentiment_score":0.022908375598490238},{"text":"Is this correct?","start":7.8399997,"end":8.66,"sentiment":"neutral","sentiment_score":0.031829548378785454}],"sentiment":"neutral","sentiment_score":0.028261079266667367,"channel":0,"num_words":5,"start":6.8799996,"end":8.66},{"sentences":[{"text":"Susan.","start":9.76,"end":10.26,"sentiment":"neutral","sentiment_score":0.01126335933804512}],"sentiment":"neutral","sentiment_score":0.01126335933804512,"channel":1,"num_words":1,"start":9.76,"end":10.26},{"sentences":[{"text":"Susan.","start":11.28,"end":11.759999,"sentiment":"neutral","sentiment_score":0.007077885791659355},{"text":"I'm so sorry, Susan.","start":11.759999,"end":12.98,"sentiment":"neutral","sentiment_score":-0.09426451101899147},{"text":"How may I help you today?","start":13.715,"end":15.014999,"sentiment":"neutral","sentiment_score":0.054612758879860245}],"sentiment":"neutral","sentiment_score":-0.003845782273195007,"channel":0,"num_words":11,"start":11.28,"end":15.014999},{"sentences":[{"text":"Hi.","start":15.695001,"end":16.015,"sentiment":"neutral","sentiment_score":-0.12131302803754808},{"text":"I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet.","start":16.015,"end":25.795,"sentiment":"neutral","sentiment_score":-0.2774749976293794},{"text":"Like, it drops out every day.","start":25.855,"end":27.875,"sentiment":"negative","sentiment_score":-0.5282322466373444},{"text":"Like, the modem and the red light constantly just stays out.","start":28.46,"end":34.14,"sentiment":"negative","sentiment_score":-0.5366705791516737},{"text":"It's just a nuisance, to be honest.","start":34.14,"end":36.239998,"sentiment":"negative","sentiment_score":-0.6718718068940299}],"sentiment":"negative","sentiment_score":-0.4063696381118562,"channel":1,"num_words":54,"start":15.695001,"end":36.239998},{"sentences":[{"text":"I'm re...","start":37.445004,"end":38.165,"sentiment":"neutral","sentiment_score":-0.28594326972961426},{"text":"I really do apologize regarding with this inconvenience, Susan.","start":38.165,"end":41.605003,"sentiment":"negative","sentiment_score":-0.34629253877533805},{"text":"Let me just pull up your account.","start":41.605003,"end":43.045002,"sentiment":"neutral","sentiment_score":-0.051747671727623255},{"text":"Okay?","start":43.045002,"end":43.545002,"sentiment":"neutral","sentiment_score":-0.03193717449903488}],"sentiment":"neutral","sentiment_score":-0.2148784350015615,"channel":0,"num_words":19,"start":37.445004,"end":43.545002},{"sentences":[{"text":"Mhmm.","start":43.984997,"end":44.484997,"sentiment":"neutral","sentiment_score":-0.024381816387176514}],"sentiment":"neutral","sentiment_score":-0.024381816387176514,"channel":1,"num_words":1,"start":43.984997,"end":44.484997},{"sentences":[{"text":"Just give me one second.","start":44.165,"end":45.545002,"sentiment":"neutral","sentiment_score":-0.006246738880872726},{"text":"Thank you so much.","start":45.605003,"end":46.825,"sentiment":"neutral","sentiment_score":0.31974931061267853},{"text":"Could you provide the last name on the account, please?","start":55.690002,"end":59.39,"sentiment":"neutral","sentiment_score":0.06441092789173126}],"sentiment":"neutral","sentiment_score":0.09957225405071911,"channel":0,"num_words":19,"start":44.165,"end":59.39},{"sentences":[{"text":"Borich, b o r I c h.","start":59.85,"end":62.35,"sentiment":"neutral","sentiment_score":0.018994439659374102}],"sentiment":"neutral","sentiment_score":0.018994439659374102,"channel":1,"num_words":7,"start":59.85,"end":62.35},{"sentences":[{"text":"Thank you so much, Barge.","start":63.050003,"end":64.67,"sentiment":"neutral","sentiment_score":0.2646256685256958},{"text":"And I can see that, yeah, there...","start":65.215004,"end":67.475006,"sentiment":"neutral","sentiment_score":0.08589896559715271},{"text":"You filed a ticket for this and you replied to your ticket as the has...","start":67.935005,"end":74.995,"sentiment":"neutral","sentiment_score":-0.005941676783065001},{"text":"Well, and your location is actually included to where the Lindholm needs network maintenance.","start":76.575005,"end":85.32,"sentiment":"neutral","sentiment_score":-0.016446468599107384},{"text":"But I can go ahead and connect you to our technical support team to","start":85.54,"end":89.56,"sentiment":"neutral","sentiment_score":0.0055857763758727485}],"sentiment":"neutral","sentiment_score":0.03060447743522342,"channel":0,"num_words":55,"start":63.050003,"end":89.56},{"sentences":[{"text":"No.","start":90.670006,"end":90.990005,"sentiment":"neutral","sentiment_score":-0.05541394650936127},{"text":"It's just","start":90.990005,"end":91.47,"sentiment":"neutral","sentiment_score":-0.07190921157598495}],"sentiment":"neutral","sentiment_score":-0.0664107898871104,"channel":1,"num_words":3,"start":90.670006,"end":91.47},{"sentences":[{"text":"make sure","start":91.22,"end":91.7,"sentiment":"neutral","sentiment_score":-0.08436804264783859}],"sentiment":"neutral","sentiment_score":-0.08436804264783859,"channel":0,"num_words":2,"start":91.22,"end":91.7},{"sentences":[{"text":"the ongoing","start":91.47,"end":92.130005,"sentiment":"neutral","sentiment_score":-0.09548522904515266}],"sentiment":"neutral","sentiment_score":-0.09548522904515266,"channel":1,"num_words":2,"start":91.47,"end":92.130005},{"sentences":[{"text":"that...","start":91.7,"end":92.2,"sentiment":"neutral","sentiment_score":-0.08687762916088104}],"sentiment":"neutral","sentiment_score":-0.08687762916088104,"channel":0,"num_words":1,"start":91.7,"end":92.2},{"sentences":[{"text":"it's just the ongoing","start":92.590004,"end":93.810005,"sentiment":"neutral","sentiment_score":-0.07839001901447773}],"sentiment":"neutral","sentiment_score":-0.07839001901447773,"channel":1,"num_words":4,"start":92.590004,"end":93.810005},{"sentences":[{"text":"Yeah.","start":93.7,"end":94.2,"sentiment":"neutral","sentiment_score":-0.13680019974708557}],"sentiment":"neutral","sentiment_score":-0.13680019974708557,"channel":0,"num_words":1,"start":93.7,"end":94.2},{"sentences":[{"text":"thing.","start":93.950005,"end":94.350006,"sentiment":"neutral","sentiment_score":-0.22559379041194916},{"text":"Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts out.","start":94.350006,"end":99.39,"sentiment":"negative","sentiment_score":-0.34224306605756283},{"text":"You're on your phone, it cuts out.","start":99.39,"end":101.07,"sentiment":"negative","sentiment_score":-0.42684119939804077},{"text":"Like, it's it's just ridiculous.","start":101.07,"end":103.555,"sentiment":"negative","sentiment_score":-0.5012991428375244}],"sentiment":"negative","sentiment_score":-0.38606437783816766,"channel":1,"num_words":29,"start":93.950005,"end":103.555},{"sentences":[{"text":"I really understand","start":106.105,"end":107.065,"sentiment":"negative","sentiment_score":-0.3596688210964203}],"sentiment":"negative","sentiment_score":-0.3596688210964203,"channel":0,"num_words":3,"start":106.105,"end":107.065},{"sentences":[{"text":"Like...","start":106.895004,"end":107.395004,"sentiment":"neutral","sentiment_score":-0.30727556347846985}],"sentiment":"neutral","sentiment_score":-0.30727556347846985,"channel":1,"num_words":1,"start":106.895004,"end":107.395004},{"sentences":[{"text":"where you're coming from.","start":107.065,"end":108.205,"sentiment":"neutral","sentiment_score":-0.2612588554620743},{"text":"And","start":108.665,"end":109.165,"sentiment":"neutral","sentiment_score":-0.14341342449188232}],"sentiment":"neutral","sentiment_score":-0.2376897692680359,"channel":0,"num_words":5,"start":107.065,"end":109.165},{"sentences":[{"text":"And also","start":109.055,"end":109.875,"sentiment":"neutral","sentiment_score":-0.08557939529418945}],"sentiment":"neutral","sentiment_score":-0.08557939529418945,"channel":1,"num_words":2,"start":109.055,"end":109.875},{"sentences":[{"text":"using the in","start":109.545006,"end":110.4,"sentiment":"neutral","sentiment_score":-0.058429691940546036}],"sentiment":"neutral","sentiment_score":-0.058429691940546036,"channel":0,"num_words":3,"start":109.545006,"end":110.4},{"sentences":[{"text":"also,","start":110.975,"end":111.455,"sentiment":"neutral","sentiment_score":-0.06917203217744827}],"sentiment":"neutral","sentiment_score":-0.06917203217744827,"channel":1,"num_words":1,"start":110.975,"end":111.455},{"sentences":[{"text":"mhmm.","start":111.12,"end":111.62,"sentiment":"neutral","sentiment_score":-0.046887122094631195}],"sentiment":"neutral","sentiment_score":-0.046887122094631195,"channel":0,"num_words":1,"start":111.12,"end":111.62},{"sentences":[{"text":"could you check","start":111.455,"end":112.175,"sentiment":"neutral","sentiment_score":-0.043176682045062385}],"sentiment":"neutral","sentiment_score":-0.043176682045062385,"channel":1,"num_words":3,"start":111.455,"end":112.175},{"sentences":[{"text":"Go ahead.","start":112.0,"end":112.66,"sentiment":"neutral","sentiment_score":-0.04478343389928341}],"sentiment":"neutral","sentiment_score":-0.04478343389928341,"channel":0,"num_words":2,"start":112.0,"end":112.66},{"sentences":[{"text":"the modem I have?","start":112.175,"end":113.555,"sentiment":"neutral","sentiment_score":-0.07973126694560051},{"text":"Because I heard it's a discontinued modem.","start":114.255005,"end":116.835,"sentiment":"neutral","sentiment_score":-0.16414702151502883}],"sentiment":"neutral","sentiment_score":-0.13345038348978217,"channel":1,"num_words":11,"start":112.175,"end":116.835},{"sentences":[{"text":"Sure.","start":120.64,"end":121.04,"sentiment":"neutral","sentiment_score":0.01724766381084919},{"text":"Just give me one second.","start":121.04,"end":122.340004,"sentiment":"neutral","sentiment_score":0.00004111155867576599},{"text":"Could you tell me more about the connection right now?","start":124.015,"end":128.495,"sentiment":"neutral","sentiment_score":-0.0055391531437635425},{"text":"Have you tried checking the speed test that is...","start":128.495,"end":132.815,"sentiment":"neutral","sentiment_score":-0.02434950280520651},{"text":"The device is...","start":132.815,"end":133.955,"sentiment":"neutral","sentiment_score":-0.0359255795677503}],"sentiment":"neutral","sentiment_score":-0.013030734777982746,"channel":0,"num_words":28,"start":120.64,"end":133.955},{"sentences":[{"text":"Was wired to the router just to make sure that you're getting the correct plan.","start":134.255,"end":139.97,"sentiment":"neutral","sentiment_score":-0.04532663201292356}],"sentiment":"neutral","sentiment_score":-0.04532663201292356,"channel":0,"num_words":15,"start":134.255,"end":139.97},{"sentences":[{"text":"What was that you just said?","start":141.015,"end":142.475,"sentiment":"neutral","sentiment_score":-0.005588742749144633}],"sentiment":"neutral","sentiment_score":-0.005588742749144633,"channel":1,"num_words":6,"start":141.015,"end":142.475},{"sentences":[{"text":"Have you tried running a speed test?","start":144.27,"end":146.45,"sentiment":"neutral","sentiment_score":-0.009445727270628725}],"sentiment":"neutral","sentiment_score":-0.009445727270628725,"channel":0,"num_words":7,"start":144.27,"end":146.45},{"sentences":[{"text":"Yeah.","start":148.91,"end":149.23,"sentiment":"neutral","sentiment_score":-0.0059936679899692535},{"text":"Yeah.","start":149.23,"end":149.55,"sentiment":"neutral","sentiment_score":-0.017109528183937073},{"text":"I've tried everything, to be honest.","start":149.55,"end":151.33,"sentiment":"neutral","sentiment_score":-0.12206413969397545},{"text":"Like,","start":151.39,"end":151.89,"sentiment":"neutral","sentiment_score":-0.07083848118782043}],"sentiment":"neutral","sentiment_score":-0.09181405728061993,"channel":1,"num_words":9,"start":148.91,"end":151.89},{"sentences":[{"text":"Okay.","start":152.285,"end":152.785,"sentiment":"neutral","sentiment_score":-0.09217002987861632}],"sentiment":"neutral","sentiment_score":-0.09217002987861632,"channel":0,"num_words":1,"start":152.285,"end":152.785},{"sentences":[{"text":"I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that.","start":153.07,"end":159.07,"sentiment":"neutral","sentiment_score":-0.2232249921018427},{"text":"Like, right now, I'm on four g with my 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six x b one slash a zero.","start":1239.86,"end":1248.095,"sentiment":"neutral","sentiment_score":-0.041856504728396735}],"sentiment":"neutral","sentiment_score":-0.041856504728396735,"channel":1,"num_words":15,"start":1239.86,"end":1248.095},{"sentences":[{"text":"Can you try pressing the w...","start":1265.5399,"end":1267.32,"sentiment":"neutral","sentiment_score":-0.031923022431631885},{"text":"The WPS button, please?","start":1267.62,"end":1269.1599,"sentiment":"neutral","sentiment_score":-0.04959105234593153},{"text":"Or have you tried, you know, removing the cord from the socket?","start":1274.225,"end":1280.805,"sentiment":"neutral","sentiment_score":-0.08294893118242423}],"sentiment":"neutral","sentiment_score":-0.06296770537102764,"channel":0,"num_words":22,"start":1265.5399,"end":1280.805},{"sentences":[{"text":"Yeah.","start":1280.445,"end":1280.945,"sentiment":"neutral","sentiment_score":0.14748957753181458},{"text":"I do that on a daily 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wait, like, five to ten seconds and then plug it back again.","start":1323.0,"end":1327.5,"sentiment":"neutral","sentiment_score":-0.07978131249547005}],"sentiment":"neutral","sentiment_score":-0.07978131249547005,"channel":0,"num_words":14,"start":1323.0,"end":1327.5}]},"summary":{"result":"success","short":"A customer named Susan is experiencing issues with her modem and a red light that keeps popping out. She has not received any response and the service is discontinued. The representative, Mary, apologizes and promises to investigate the issue. They also ask Susan to send a image of the router and check power buttons and power cord. The agent assures Susan that they will take into account the outage and provides her with the email address to send a ticket to the technical support team."},"intents":{"segments":[{"text":"But I can go ahead and connect you to our technical support team to No.","start_word":175,"end_word":189,"intents":[{"intent":"Request technical support","confidence_score":0.1055291}]},{"text":"And how was the Internet connection as well with using wireless? Is it the same?","start_word":371,"end_word":385,"intents":[{"intent":"Fix internet connection","confidence_score":0.13922276}]},{"text":"If I may ask if the router was came from Airtel, or is it your own router? No.","start_word":597,"end_word":614,"intents":[{"intent":"Check router status","confidence_score":0.14071432}]},{"text":"No.","start_word":654,"end_word":654,"intents":[{"intent":"Ask questions about connection","confidence_score":0.01045933}]},{"text":"like, I also wanna know how much it is, or would I have to pay a disconnection fee?","start_word":713,"end_word":730,"intents":[{"intent":"Inquire about disconnection fee","confidence_score":0.0974398}]},{"text":"Oh, I don't think I should because, like, the Internet's just horrible. Unless you guys send me a new router, but I'm not paying for that new router because I've already paid for once. Gonna try out.","start_word":731,"end_word":767,"intents":[{"intent":"Express frustration about router usage","confidence_score":0.00028142406}]},{"text":"Yes. I'm still here. For... We we would still want to say... I mean, to make sure that your technical issues will be accommodated and entertained by Airtel. So if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you. Yeah.","start_word":770,"end_word":835,"intents":[{"intent":"Confirm technical support","confidence_score":0.054009706}]},{"text":"for this Internet when it doesn't work properly. Mhmm. Yeah.","start_word":901,"end_word":910,"intents":[{"intent":"Plan Internet connectivity","confidence_score":0.000040325096}]},{"text":"Because we might need to fill a ticket with Linham, and we need to attach some documentation Where do I?","start_word":1205,"end_word":1224,"intents":[{"intent":"Fill ticket","confidence_score":0.18405871}]},{"text":"What is the ticket that you sent? Is there any way that you could reply to that ticket with an image?","start_word":1231,"end_word":1251,"intents":[{"intent":"Return ticket","confidence_score":0.002898924}]},{"text":"If not, I can provide our technical support's email address so that you can forward it to her. Could you just send it now, the email? Or... Sure.","start_word":1252,"end_word":1279,"intents":[{"intent":"Provide technical support","confidence_score":0.41022465}]},{"text":"Do you know the model of my router?","start_word":1435,"end_word":1442,"intents":[{"intent":"Update router information","confidence_score":0.00029657496}]},{"text":"Are you seeing, like, a, like, a circle that, you can press at the back of your router? Yeah.","start_word":1502,"end_word":1520,"intents":[{"intent":"Request router reset","confidence_score":0.075756475}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.39388954639434814},{"text":"May I have your name, please? Susan Birch. Hello, Steven? Is this correct? Susan. Susan. I'm so sorry, Susan. How may I help you today? Hi. I sent you guys a email the other day or a message for your porta thing, but you haven't received anything back because I'm just kinda over this Internet.","start_word":9,"end_word":63,"sentiment":"neutral","sentiment_score":-0.12813083827495575},{"text":"Like, it drops out every day. Like, the modem and the red light constantly just stays out. It's just a nuisance, to be honest.","start_word":64,"end_word":87,"sentiment":"negative","sentiment_score":-0.5761814117431641},{"text":"I'm re... I really do apologize regarding with this inconvenience, Susan. Let me just pull up your account. Okay? Mhmm. Just give me one second. Thank you so much. Could you provide the last name on the account, please? Borich, b o r I c h. Thank you so much, Barge. And I can see that, yeah, there... You filed a ticket for this and you replied to your ticket as the has... Well, and your location is actually included to where the Lindholm needs network maintenance. But I can go ahead and connect you to our technical support team to No. It's just make sure the ongoing that... it's just the ongoing Yeah. thing.","start_word":88,"end_word":202,"sentiment":"neutral","sentiment_score":-0.019121399149298668},{"text":"Like, ever since I've been connected with you guys, like, you watch Kelly, it cuts out. You're on your phone, it cuts out. Like, it's it's just ridiculous.","start_word":203,"end_word":230,"sentiment":"negative","sentiment_score":-0.39552444219589233},{"text":"I really understand Like... where you're coming from. And And also using the in also, mhmm. could you check Go ahead. the modem I have? Because I heard it's a discontinued modem. Sure. Just give me one second. Could you tell me more about the connection right now? Have you tried checking the speed test that is... The device is... Was wired to the router just to make sure that you're getting the correct plan. What was that you just said? Have you tried running a speed test? Yeah. Yeah. I've tried everything, to be honest. Like, Okay. I'm forever having to switch it off and switch it back on and wait ten seconds and do this and do that. Like, right now, I'm on four g with my Internet.","start_word":231,"end_word":360,"sentiment":"neutral","sentiment_score":-0.09101317049219058},{"text":"Thank you. Thank you so much.","start_word":361,"end_word":366,"sentiment":"positive","sentiment_score":0.4878303110599518},{"text":"Give me one second. And how was the Internet connection as well with using wireless? Is it the same? Oh, Yes? no. Not really. When Internet's back on.","start_word":367,"end_word":394,"sentiment":"neutral","sentiment_score":-0.014602923765778542},{"text":"See, like, it's just just ridiculous. There's no light on the modem.","start_word":395,"end_word":406,"sentiment":"negative","sentiment_score":-0.3813373148441314},{"text":"Like, the light's meant to be green, but it's not. Okay. Do you prefer... Are you some... Do you sometimes see a red light on your router? Yes. Mhmm. And Every how many times? day. Oh my god. I'm so sorry for this. Yeah. Every day, like, there's no light on it right now. It's... And it's several times a day. Like, we sit down, watch TV, and then the Internet just goes off.","start_word":407,"end_word":480,"sentiment":"neutral","sentiment_score":-0.14472289383411407},{"text":"Like, it's just... It's actually driving us crazy now. Like, ever since... Well, I've been with you since June last year and the same... I I can, like, tell a million people to come and speak to you in regards to this, and they'll tell you the same. It's just does not work properly.","start_word":481,"end_word":534,"sentiment":"negative","sentiment_score":-0.3703973591327667},{"text":"Mhmm. Yeah. I really get get your point. And, again, I'm so sorry that for all this inconvenience, but just give me one second. I'll I can't. put you on hold for a minute, Drew. Mhmm. I'll get back to you. Okay? Okay. Thank you. Thank you. Hello, Suzanne? Hi.","start_word":535,"end_word":584,"sentiment":"neutral","sentiment_score":-0.08154411613941193},{"text":"Thank you so much for holding.","start_word":585,"end_word":590,"sentiment":"positive","sentiment_score":0.3622843325138092},{"text":"I'm still checking on it. If I may ask if the router was came from Airtel, or is it your own router? No. It came from you guys. Okay. I actually checked our network, and there is no maintenance that is currently ongoing. But I really understand where you stand. We'll make sure to take a look into your connection. Okay? Hang on. No. I I I wanna ask you some questions first.","start_word":591,"end_word":663,"sentiment":"neutral","sentiment_score":-0.007747126462524885},{"text":"So it's like, if that's an old router that you've given me, it's just doing nothing.","start_word":664,"end_word":679,"sentiment":"negative","sentiment_score":-0.3976710736751557},{"text":"Okay?","start_word":680,"end_word":680,"sentiment":"neutral","sentiment_score":-0.31100064516067505},{"text":"And it just constantly cuts out. Like, I've been paying this money over a year now and going through the same trouble. I've spoken to numerous people.","start_word":681,"end_word":707,"sentiment":"negative","sentiment_score":-0.5187299251556396},{"text":"Okay? And, Mhmm. Thank you. like, I also wanna know how much it is, or would I have to pay a disconnection fee?","start_word":708,"end_word":730,"sentiment":"neutral","sentiment_score":-0.010198126547038555},{"text":"Oh, I don't think I should because, like, the Internet's just horrible. Unless you guys send me a new router, but I'm not paying for that new router because I've already paid for once.","start_word":731,"end_word":764,"sentiment":"negative","sentiment_score":-0.5315597057342529},{"text":"Gonna try out. You there? Yes. I'm still here. For... We we would still want to say... I mean, to make sure that your technical issues will be accommodated and entertained by Airtel. So if you would give us a chance to take a look into this further before we move forward with the decision of disconnecting the service, I'll be more than happy to check on it for you. Yeah. But how long is that gonna take? Like, it's every every day, every week, every month, like, the same thing. Like, you can't... Like, I'm... We're... My husband and I, we're literally fed up with it, to be honest. You know what I mean? So, like, something needs Yeah.","start_word":765,"end_word":884,"sentiment":"neutral","sentiment_score":-0.05094917491078377},{"text":"to be done about it because I'm not paying all this money each month Yeah. for this Internet when it doesn't work properly.","start_word":885,"end_word":907,"sentiment":"negative","sentiment_score":-0.44964297051015106},{"text":"Mhmm. Yeah. I really understand where you're coming from. I know you've... We've... Since we're paying for the Internet connection, we should get the the the most out of it. Rest assured that we will look into this further if compensation... We've already reached out to the Linham and seeking with the compensation. We're still working on it. Since we are already working on the compensation for those times that there is a network outage. We'll also take that into consideration. Right now, I would want our technical support team to make sure... Maximize all of our resources, making sure that you're getting the the best service for... With Airtel. Okay then. So when would I hear back from you guys? We have to run some diagnostic, Ron, on your connection right now. If you are free today or if you are not, you can provide me a specific time or day wherein we can call you back to check on diagnostic or connections with your Internet or router. No. I'm here. You can call me today. It's fine. Okay. Just give me one second. Okay? Hold on. Mhmm. Thank you. We ought to have to We're doing... We're doing a hire plane. But but we're not walking in for the higher plane.","start_word":908,"end_word":1120,"sentiment":"neutral","sentiment_score":-0.027805937454104424},{"text":"If it does not work, we wanna shave it altogether.","start_word":1121,"end_word":1130,"sentiment":"negative","sentiment_score":-0.3755503594875336},{"text":"We're gonna need to buy. We're we're in the find extra for the box office space to work. Yeah.","start_word":1131,"end_word":1149,"sentiment":"neutral","sentiment_score":-0.22488433122634888},{"text":"If it doesn't, we don't wanna be trying to a website for the for the upgrade. It doesn't work.","start_word":1150,"end_word":1168,"sentiment":"negative","sentiment_score":-0.33825480937957764},{"text":"Mhmm. Hello, Hello, Suzanne? Jose? Hello? Thank you so much for holding. Thank you If so I may ask if you could also reply to the ticket and send the red light of the router? Because we might need to fill a ticket with Linham, and we need to attach some documentation Where do I? so that we can fill a report. What is the ticket that you sent? Is there any way that you could reply to that ticket with an image? If not, I can provide our technical support's email address so that you can forward it to her. Could you just send it now, the email? Or... Sure. Whenever you're ready. Just a minute. I'll take it further.","start_word":1169,"end_word":1289,"sentiment":"neutral","sentiment_score":0.07372170557414205},{"text":"Thank you so much.","start_word":1290,"end_word":1293,"sentiment":"positive","sentiment_score":0.6746806502342224},{"text":"Is it still showing as red light? Because on our end, there is no outage. So... And your service is showing online on There's our no network. light at all, to be honest. On this router, there's... At the moment, there's no light at all. It was Have very... you tried... It's very, If very I may ask if... Sorry. Go ahead. Go ahead. It's like very, very faint green. Have you also tried power cycling the router? That's what... Where you pull everything out. No. On your router, there is a button, like, on and off. You can just click... Like, press it and then turn it back on again. Just wait for ten seconds and then turn it back on again before you take a post... Before you take a photo again, Suzanne. Which button? So the WPS button? Do you know the model of my router? Yeah. Are you using... I mean, aside from WPS button, are you seeing, like, the power button? It's like There's no it's power like button. a button... Okay. Hold on. Just give me one second. It's only a reset one, and then you've got another button where it says WPS. Second. Hold on. Just give me one second. Are you seeing, like, a, like, a circle that, you can press at the back of your router? Yeah. There is a... There's... So it's got power where the power cord goes. Yes. Right? Then you've Yes. got... Next to that, it's got reset, which I'm guessing you have to stick something into it to reset it. No. It... No. That's not. That... We are not advising customers to reset the router as it may go back to the default router Yeah. or And then router there's settings. and then there's another... Just one with the power. Just one Is with that... the power. Do you just have There's no power button. There's any... A cord that's going into the power, then it's got the reset, and then there's a button next to it. And underneath, it's got WPS. Is that it? Okay. Hold on. Just give me one second. Because there should be a... Can you tell me the model number you're looking at? Are you... We normally send out a x 1,800 Wi Fi router. Is it your router? Yes. Can you tell me Mhmm. the model number? A x a a x 1,800. Well, mine's not Is that. it My model number here says w w r six x b one slash a zero. Can you try pressing the w... The WPS button, please? Or have you tried, you know, removing the cord from the socket? Yeah. I do that on a daily basis. I do that all the time. Also do the three month thing where you pull everything out, let it sit for, like, ten minutes.","start_word":1294,"end_word":1771,"sentiment":"neutral","sentiment_score":-0.04550676751944186},{"text":"Okay. I Okay. really appreciate you doing that.","start_word":1772,"end_word":1779,"sentiment":"positive","sentiment_score":0.6055228114128113},{"text":"If... Is there any way that you could do it again right now before you take a photo of your of your router with the red light? So what do you want me to do? Pull everything out? No. Just the just the power cord. Okay. Just a minute. Let's just wait, like, five to ten seconds and then plug it back again.","start_word":1780,"end_word":1842,"sentiment":"neutral","sentiment_score":-0.1094759851694107}],"average":{"sentiment":"neutral","sentiment_score":-0.0931267554873512}}}}