{"metadata":{"transaction_key":"deprecated","request_id":"01a01777-7384-74e0-ac3a-8acdb34e4526","sha256":"a7b867f2efa6c1a8216705f1eac01b7ae67efb89b6531e9ac9664ddd6d011542","created":"2026-08-19T00:41:42.297Z","duration":1733.688,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":3492,"output_tokens":67},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4063,"output_tokens":4071},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4063,"output_tokens":216}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good morning. This is Elaine from Ertle tech support. Mhmm. Yeah. Can I have your full name, please, for me to check your account? Shimeri Ohaba Serum. Mhmm. Yeah. May I know your concern, please? What do you mean by slow speed? It's intermittent Internet connection? Mhmm. Yeah. I understand. Is it okay if I check your account for a while? Let me just put you on hold here. Okay. Hang on. Hello, Chi? Yes. Thank you for waiting. May I just confirm what plan did you choose? Is it 100 over 20 Mbps? Super Familia Fast, which is 100 over 40 MBPS. Yeah. Is it okay if you're on a speed test? Yeah. I'm going to send you a link on where you're going to run. Hang on. Let me just check. Are you using a laptop right now or a computer? Yeah. Is your laptop directly connected to the router? Wired? Via wired? Okay. I'm going to send you the link. Kindly run a speed this year, and kindly send me the result. I sent it via WhatsApp. Yeah. But is it possible to first to run via your laptop first to get the accurate result? Because your laptop is connected directly to the router. Yeah. I will just need to check. I just need a speed test result for me to have a reference as well. For the download speed, you should be getting around 90 plus because your download speed is 100. And for the download, you should be getting 20 or 15 plus. Sorry? For the download speed, you should be getting around 90. Yeah. And for the upload speed, you should be getting around ten ten higher. Yeah. Mhmm. Okay. So it's higher than expected. Because your speed is only 100 over 20, but this is higher. Yeah. So so there seems to be no issue with the speed. I think your game, the one that you're telling me that you're using, needs a higher speed. So if ever we can upgrade higher than this 100 over 20. If the yeah. Mhmm. The the uploads the download page should be 19 90 above only. And for the upload, should be 20 above because your speed is only 100 over 20 MBPS. But you're getting higher than that. Yeah. The speed is good, and there's no issue with the speed. Yeah. Same thing. Because your upload is only supposed to be 20 only, but you're getting 68, which is higher than expected. Yeah. So I think this is a problem with your game. I think I mean, your speed. I think your game require a higher speed since you also tell me that from your previous ISP, you're getting slow speed as well when gaming. So I think you need a higher speed for that game because we're getting the right speed, the one that you selected, the plan that you selected. Is it okay if I check on their end as well? Hello, Chi? Yeah. Thank you for waiting. So are you playing through Wi Fi or an Ethernet cable? Okay. Yeah. Yeah. So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location. And does the lag all happen in all games or only in one game? I suggest you check the game server ping and pocket loss because Wi Fi can be ruled out sometimes. And does the lag happen in all games or only one game? Okay. Yeah. So most like yeah. Most likely, it's related to the game server, the server location or routing. So I suggest you check that one. Yeah. Because there's there's no problem with the speed because we're getting the right speed, and it's higher than expected. Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan. Online gaming doesn't usually require a higher download speed. It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet. Faster plan may only help if several devices are heavily using the connection at the same time. I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem. There's the problem with the routing of the game. Sorry? Yeah. But we also check your Internet, and there's there's no issue with the speed as well. Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed. That indicates that we have no reason with the speed, with the plan. Yeah. Actually, it really depends on your game because you're getting the right stick. Mhmm. Yeah. It could be a game server congestion or increased household usage. Yeah. Yeah. I understand. But, yeah, we have checked the speed, and there's no issue with the speed. Yeah. We cannot do anything with the speed because you're getting the right speed. There's no problem with the speed. Yeah. Yeah. You're as you can see here, your speed is only 100 over 20. I also messaged it to you. But here, you're getting higher than that, So we have no problem with the speed. I think Supposed to be your speed? 20. But here, you're getting higher than 20. So your speed is working fine. There's no problem with your speed. I don't think it's at the router as well because we're getting the we're getting higher than the actual speed. Yes, sir. Yeah. But I'm not recommending you to get a new router because it's working as expected. The speed indicates that there's no issue with the router. Maybe the game connects to a different server from the one used by the yeah. So the issue here is might be related to the game or its server rather than your connection speed. The game game connects to a different server from the one used by the speed test. If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good. So I suggest you try to check the game setting. Actually, I don't have any idea about the game. Yeah. Yeah. But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that. Yeah. Yep. Mhmm. And you mentioned that it's happened as well from your previous provider? Yeah. So I think Yeah. Yeah. But we cannot do anything with that since you're getting the right speed. So there's no problem with the Internet. Yeah. I understand. But you're getting the right speed, so you're you're paying for the right plan. We'll try yeah. We'll troubleshoot it. Yeah. We'll try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that. So there is no issue with the Internet. I suggest you check the game server and the settings. Yeah. Because there's no issue with the Internet. Mhmm. Yeah. Please yeah. Because we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan. There doesn't appear to be an issue with the Internet speed. So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania. You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server. Yeah. Mhmm. Okay then. Just let us know if, yeah, if you run into any issues with your Internet. Yes. Yeah. We understand. But it's beyond our control as well because I think the issue is related to the game, not with the Internet. Okay. But yeah. Yeah. But yeah. But, actually, we have checked your speed already and contacted the network team. And it's yeah. It shows that your connection is receiving the correct speed for your plan. So there's there's no issue with the Internet connection. The proof is your speed test result, the one that you send me the picture. That is the proof already that there's no issue with the Internet. Mhmm. So yeah. Yeah. Thank you. Bye. 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Good morning. This is Elaine from Ertle tech support. Mhmm. Yeah.\n\nCan I have your full name, please, for me to check your account? Shimeri Ohaba Serum. Mhmm. Yeah. May I know your concern, please?\n\nWhat do you mean by slow speed? It's intermittent Internet connection? Mhmm. Yeah. I understand.\n\nIs it okay if I check your account for a while? Let me just put you on hold here. Okay. Hang on. Hello, Chi?\n\nYes. Thank you for waiting. May I just confirm what plan did you choose? Is it 100 over 20 Mbps? Super Familia Fast, which is 100 over 40 MBPS.\n\nYeah. Is it okay if you're on a speed test? Yeah. I'm going to send you a link on where you're going to run. Hang on.\n\nLet me just check. Are you using a laptop right now or a computer? Yeah. Is your laptop directly connected to the router? Wired?\n\nVia wired? Okay. I'm going to send you the link. Kindly run a speed this year, and kindly send me the result. I sent it via WhatsApp.\n\nYeah. But is it possible to first to run via your laptop first to get the accurate result? Because your laptop is connected directly to the router. Yeah. I will just need to check.\n\nI just need a speed test result for me to have a reference as well. For the download speed, you should be getting around 90 plus because your download speed is 100. And for the download, you should be getting 20 or 15 plus. Sorry? For the download speed, you should be getting around 90.\n\nYeah. And for the upload speed, you should be getting around ten ten higher. Yeah. Mhmm. Okay.\n\nSo it's higher than expected. Because your speed is only 100 over 20, but this is higher. Yeah. So so there seems to be no issue with the speed. I think your game, the one that you're telling me that you're using, needs a higher speed.\n\nSo if ever we can upgrade higher than this 100 over 20. If the yeah. Mhmm. The the uploads the download page should be 19 90 above only. And for the upload, should be 20 above because your speed is only 100 over 20 MBPS.\n\nBut you're getting higher than that. Yeah. The speed is good, and there's no issue with the speed. Yeah. Same thing.\n\nBecause your upload is only supposed to be 20 only, but you're getting 68, which is higher than expected. Yeah. So I think this is a problem with your game. I think I mean, your speed. I think your game require a higher speed since you also tell me that from your previous ISP, you're getting slow speed as well when gaming.\n\nSo I think you need a higher speed for that game because we're getting the right speed, the one that you selected, the plan that you selected. Is it okay if I check on their end as well? Hello, Chi? Yeah. Thank you for waiting.\n\nSo are you playing through Wi Fi or an Ethernet cable? Okay. Yeah. Yeah. So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location.\n\nAnd does the lag all happen in all games or only in one game? I suggest you check the game server ping and pocket loss because Wi Fi can be ruled out sometimes. And does the lag happen in all games or only one game? Okay. Yeah.\n\nSo most like yeah. Most likely, it's related to the game server, the server location or routing. So I suggest you check that one. Yeah. Because there's there's no problem with the speed because we're getting the right speed, and it's higher than expected.\n\nYour speed test confirmed that you're receiving the expected speed for your 100 over 20 plan. Online gaming doesn't usually require a higher download speed. It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet. Faster plan may only help if several devices are heavily using the connection at the same time. I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem.\n\nThere's the problem with the routing of the game. Sorry? Yeah. But we also check your Internet, and there's there's no issue with the speed as well. Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed.\n\nThat indicates that we have no reason with the speed, with the plan. Yeah. Actually, it really depends on your game because you're getting the right stick. Mhmm. Yeah.\n\nIt could be a game server congestion or increased household usage. Yeah. Yeah. I understand. But, yeah, we have checked the speed, and there's no issue with the speed.\n\nYeah. We cannot do anything with the speed because you're getting the right speed. There's no problem with the speed. Yeah. Yeah.\n\nYou're as you can see here, your speed is only 100 over 20. I also messaged it to you. But here, you're getting higher than that, So we have no problem with the speed. I think Supposed to be your speed? 20.\n\nBut here, you're getting higher than 20. So your speed is working fine. There's no problem with your speed. I don't think it's at the router as well because we're getting the we're getting higher than the actual speed. Yes, sir.\n\nYeah. But I'm not recommending you to get a new router because it's working as expected. The speed indicates that there's no issue with the router. Maybe the game connects to a different server from the one used by the yeah. So the issue here is might be related to the game or its server rather than your connection speed.\n\nThe game game connects to a different server from the one used by the speed test. If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good. So I suggest you try to check the game setting. Actually, I don't have any idea about the game. Yeah.\n\nYeah. But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that. Yeah. Yep. Mhmm.\n\nAnd you mentioned that it's happened as well from your previous provider? Yeah. So I think Yeah. Yeah. But we cannot do anything with that since you're getting the right speed.\n\nSo there's no problem with the Internet. Yeah. I understand. But you're getting the right speed, so you're you're paying for the right plan. We'll try yeah.\n\nWe'll troubleshoot it. Yeah. We'll try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that. So there is no issue with the Internet. I suggest you check the game server and the settings.\n\nYeah. Because there's no issue with the Internet. Mhmm. Yeah. Please yeah.\n\nBecause we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan. There doesn't appear to be an issue with the Internet speed. So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania. You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server. Yeah.\n\nMhmm. Okay then. Just let us know if, yeah, if you run into any issues with your Internet. Yes. Yeah.\n\nWe understand. But it's beyond our control as well because I think the issue is related to the game, not with the Internet. Okay. But yeah. Yeah.\n\nBut yeah. But, actually, we have checked your speed already and contacted the network team. And it's yeah. It shows that your connection is receiving the correct speed for your plan. So there's there's no issue with the Internet connection.\n\nThe proof is your speed test result, the one that you send me the picture. That is the proof already that there's no issue with the Internet. Mhmm. So yeah. Yeah.\n\nThank you. Bye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.4399999,"end":1.92,"sentiment":"neutral","sentiment_score":0.08595319092273712},{"text":"Good morning.","start":1.92,"end":2.56,"sentiment":"neutral","sentiment_score":0.2554001957178116},{"text":"This is Elaine from Ertle tech support.","start":2.56,"end":5.38,"sentiment":"neutral","sentiment_score":0.20148283456053054},{"text":"Mhmm.","start":12.4,"end":12.9,"sentiment":"neutral","sentiment_score":-0.010697511956095695},{"text":"Yeah.","start":17.645,"end":18.145,"sentiment":"neutral","sentiment_score":0.016799744218587875}],"sentiment":"neutral","sentiment_score":0.1677696380453805,"num_words":12,"start":1.4399999,"end":18.145},{"sentences":[{"text":"Can I have your full name, please, for me to check your account?","start":18.205,"end":21.185,"sentiment":"neutral","sentiment_score":0.021255184681369707},{"text":"Shimeri Ohaba Serum.","start":37.11,"end":39.05,"sentiment":"neutral","sentiment_score":0.01671920157968998},{"text":"Mhmm.","start":40.949997,"end":41.11,"sentiment":"neutral","sentiment_score":0.006524739786982536},{"text":"Yeah.","start":41.11,"end":41.61,"sentiment":"neutral","sentiment_score":0.007959984242916107},{"text":"May I know your concern, please?","start":42.105,"end":43.805,"sentiment":"neutral","sentiment_score":0.0009629198660453161}],"sentiment":"neutral","sentiment_score":0.014447385367626945,"num_words":24,"start":18.205,"end":43.805},{"sentences":[{"text":"What do you mean by slow speed?","start":53.225,"end":55.645,"sentiment":"neutral","sentiment_score":-0.18317416310310364},{"text":"It's intermittent Internet 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on.","start":104.745,"end":105.485,"sentiment":"neutral","sentiment_score":0.019638489466160536},{"text":"Hello, Chi?","start":163.075,"end":164.135,"sentiment":"neutral","sentiment_score":0.0314597524702549}],"sentiment":"neutral","sentiment_score":0.01896956512549271,"num_words":24,"start":99.065,"end":164.135},{"sentences":[{"text":"Yes.","start":165.875,"end":166.19499,"sentiment":"neutral","sentiment_score":0.09811002016067503},{"text":"Thank you for waiting.","start":166.19499,"end":167.17499,"sentiment":"neutral","sentiment_score":0.21897440031170845},{"text":"May I just confirm what plan did you choose?","start":167.39499,"end":172.12001,"sentiment":"neutral","sentiment_score":0.09617239816321267},{"text":"Is it 100 over 20 Mbps?","start":172.42001,"end":175.40001,"sentiment":"neutral","sentiment_score":0.03823767943928639},{"text":"Super Familia Fast, which is 100 over 40 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check.","start":221.36499,"end":222.50499,"sentiment":"neutral","sentiment_score":0.0447985390201211},{"text":"Are you using a laptop right now or a computer?","start":224.64499,"end":227.14499,"sentiment":"neutral","sentiment_score":0.01113950191065669},{"text":"Yeah.","start":230.05,"end":230.53,"sentiment":"neutral","sentiment_score":0.031582385301589966},{"text":"Is your laptop directly connected to the router?","start":230.53,"end":233.43001,"sentiment":"neutral","sentiment_score":0.03236714005470276},{"text":"Wired?","start":233.65001,"end":234.15001,"sentiment":"neutral","sentiment_score":0.004683918785303831}],"sentiment":"neutral","sentiment_score":0.024408024987981964,"num_words":24,"start":221.36499,"end":234.15001},{"sentences":[{"text":"Via wired?","start":234.37001,"end":235.27,"sentiment":"neutral","sentiment_score":0.018966825678944588},{"text":"Okay.","start":236.45001,"end":236.95001,"sentiment":"neutral","sentiment_score":0.11839216202497482},{"text":"I'm going to send you the link.","start":237.57,"end":239.27,"sentiment":"neutral","sentiment_score":0.2004887525524412},{"text":"Kindly run a speed this year, and kindly send me the result.","start":239.33,"end":243.27,"sentiment":"neutral","sentiment_score":0.2422231025993824},{"text":"I sent it via WhatsApp.","start":247.465,"end":249.565,"sentiment":"neutral","sentiment_score":0.1380065992474556}],"sentiment":"neutral","sentiment_score":0.19097990032147477,"num_words":27,"start":234.37001,"end":249.565},{"sentences":[{"text":"Yeah.","start":254.905,"end":255.14499,"sentiment":"neutral","sentiment_score":0.06313394010066986},{"text":"But is it possible to first to run via your laptop first to get the accurate result?","start":255.14499,"end":262.11,"sentiment":"neutral","sentiment_score":0.07401422783732414},{"text":"Because your laptop is connected directly to the 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speed.","start":391.185,"end":396.31,"sentiment":"neutral","sentiment_score":0.17212040451439944},{"text":"I think your game, the one that you're telling me that you're using, needs a higher speed.","start":396.69,"end":405.27002,"sentiment":"neutral","sentiment_score":0.0613764506929061}],"sentiment":"neutral","sentiment_score":0.035011364875928215,"num_words":46,"start":380.065,"end":405.27002},{"sentences":[{"text":"So if ever we can upgrade higher than this 100 over 20.","start":406.60498,"end":414.065,"sentiment":"neutral","sentiment_score":0.06040724335859219},{"text":"If the yeah.","start":415.72498,"end":419.22,"sentiment":"neutral","sentiment_score":-0.06867175549268723},{"text":"Mhmm.","start":419.94,"end":420.44,"sentiment":"neutral","sentiment_score":-0.0018524080514907837},{"text":"The the uploads the download page should be 19 90 above only.","start":427.22,"end":436.815,"sentiment":"neutral","sentiment_score":0.027696096260721486},{"text":"And for the upload, should be 20 above because your speed is only 100 over 20 MBPS.","start":437.195,"end":445.055,"sentiment":"neutral","sentiment_score":0.04935799539089203}],"sentiment":"neutral","sentiment_score":0.03752129605660836,"num_words":45,"start":406.60498,"end":445.055},{"sentences":[{"text":"But you're getting higher than that.","start":446.95502,"end":448.95,"sentiment":"neutral","sentiment_score":0.09434981147448222},{"text":"Yeah.","start":453.67,"end":454.17,"sentiment":"neutral","sentiment_score":0.24180305004119873},{"text":"The speed is good, and there's no issue with the speed.","start":454.31,"end":458.01,"sentiment":"positive","sentiment_score":0.4022993770512668},{"text":"Yeah.","start":460.79,"end":461.205,"sentiment":"neutral","sentiment_score":0.08034200966358185},{"text":"Same thing.","start":461.60498,"end":462.805,"sentiment":"neutral","sentiment_score":0.04346814285963774}],"sentiment":"neutral","sentiment_score":0.2571653981826135,"num_words":21,"start":446.95502,"end":462.805},{"sentences":[{"text":"Because your upload is only supposed to be 20 only, but you're getting 68, which is higher than expected.","start":462.805,"end":470.585,"sentiment":"neutral","sentiment_score":0.017763938509712095},{"text":"Yeah.","start":475.28998,"end":475.61,"sentiment":"neutral","sentiment_score":-0.08905640989542007},{"text":"So I think this is a problem with your game.","start":475.61,"end":483.12997,"sentiment":"neutral","sentiment_score":-0.27234533429145813},{"text":"I think I mean, your speed.","start":483.12997,"end":484.75,"sentiment":"neutral","sentiment_score":-0.19335051874319711},{"text":"I think your game require a higher speed since you also tell me that from your previous ISP, you're getting slow speed as well when gaming.","start":485.21,"end":499.445,"sentiment":"neutral","sentiment_score":-0.2101276726103746}],"sentiment":"neutral","sentiment_score":-0.14674866970087733,"num_words":62,"start":462.805,"end":499.445},{"sentences":[{"text":"So I think you need a higher speed for that game because we're getting the right speed, the one that you selected, the plan that you selected.","start":499.585,"end":510.12,"sentiment":"neutral","sentiment_score":-0.005376773989862866},{"text":"Is it okay if I check on their end as well?","start":518.33997,"end":522.19495,"sentiment":"neutral","sentiment_score":0.04559608718211001},{"text":"Hello, Chi?","start":866.03503,"end":867.09503,"sentiment":"neutral","sentiment_score":0.041928935796022415},{"text":"Yeah.","start":869.635,"end":869.955,"sentiment":"neutral","sentiment_score":0.10484647750854492},{"text":"Thank you for waiting.","start":869.955,"end":871.09503,"sentiment":"neutral","sentiment_score":0.27816297858953476}],"sentiment":"neutral","sentiment_score":0.036838673883014254,"num_words":45,"start":499.585,"end":871.09503},{"sentences":[{"text":"So are you playing through Wi Fi or an Ethernet cable?","start":871.46,"end":875.4,"sentiment":"neutral","sentiment_score":0.04854722862893885},{"text":"Okay.","start":892.685,"end":893.085,"sentiment":"neutral","sentiment_score":-0.13721762597560885},{"text":"Yeah.","start":893.085,"end":893.585,"sentiment":"neutral","sentiment_score":-0.14899858832359314},{"text":"Yeah.","start":902.71,"end":903.21,"sentiment":"neutral","sentiment_score":-0.053545840084552765},{"text":"So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location.","start":903.27,"end":910.97003,"sentiment":"neutral","sentiment_score":0.004278409713879228}],"sentiment":"neutral","sentiment_score":0.008230166318004621,"num_words":34,"start":871.46,"end":910.97003},{"sentences":[{"text":"And does the lag all happen in all games or only in one game?","start":911.83,"end":916.125,"sentiment":"neutral","sentiment_score":-0.08047032010342393},{"text":"I suggest you check the game server ping and pocket loss because Wi Fi can be ruled out sometimes.","start":920.445,"end":928.785,"sentiment":"neutral","sentiment_score":-0.10078368120287594},{"text":"And does the lag happen in all games or only one game?","start":930.02997,"end":934.05,"sentiment":"neutral","sentiment_score":-0.057725888366500534},{"text":"Okay.","start":939.23,"end":939.73,"sentiment":"neutral","sentiment_score":-0.028113698586821556},{"text":"Yeah.","start":939.95,"end":940.19,"sentiment":"neutral","sentiment_score":-0.01483919844031334}],"sentiment":"neutral","sentiment_score":-0.08036463790910041,"num_words":47,"start":911.83,"end":940.19},{"sentences":[{"text":"So most like yeah.","start":940.19,"end":941.81,"sentiment":"neutral","sentiment_score":-0.047386341728270054},{"text":"Most likely, it's related to the game server, the server location or routing.","start":941.95,"end":947.675,"sentiment":"neutral","sentiment_score":-0.070561784104659},{"text":"So I suggest you check that one.","start":948.29504,"end":950.395,"sentiment":"neutral","sentiment_score":-0.012985075424824442},{"text":"Yeah.","start":968.19995,"end":968.43994,"sentiment":"neutral","sentiment_score":0.05448640137910843},{"text":"Because there's there's no problem with the speed because we're getting the right speed, and it's higher than expected.","start":968.43994,"end":976.57495,"sentiment":"positive","sentiment_score":0.37490788886421605}],"sentiment":"neutral","sentiment_score":0.13590891367163171,"num_words":44,"start":940.19,"end":976.57495},{"sentences":[{"text":"Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan.","start":976.95496,"end":983.45496,"sentiment":"positive","sentiment_score":0.4437079820781946},{"text":"Online gaming doesn't usually require a higher download speed.","start":984.20996,"end":987.91,"sentiment":"neutral","sentiment_score":0.10433966335323122},{"text":"It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet.","start":988.05,"end":996.23,"sentiment":"neutral","sentiment_score":0.10489991083741187},{"text":"Faster plan may only help if several devices are heavily using the connection at the same time.","start":997.45496,"end":1003.39496,"sentiment":"neutral","sentiment_score":0.06607521675965365},{"text":"I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem.","start":1007.535,"end":1015.42,"sentiment":"neutral","sentiment_score":-0.079341178573668}],"sentiment":"neutral","sentiment_score":0.11796143919047786,"num_words":82,"start":976.95496,"end":1015.42},{"sentences":[{"text":"There's the problem with the routing of the game.","start":1016.51996,"end":1018.94,"sentiment":"neutral","sentiment_score":-0.20394020279248556},{"text":"Sorry?","start":1031.9249,"end":1032.4249,"sentiment":"neutral","sentiment_score":-0.08334514498710632},{"text":"Yeah.","start":1037.97,"end":1038.2101,"sentiment":"neutral","sentiment_score":0.024899819865822792},{"text":"But we also check your Internet, and there's there's no issue with the speed as well.","start":1038.2101,"end":1045.35,"sentiment":"neutral","sentiment_score":0.2856141426600516},{"text":"Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed.","start":1045.49,"end":1056.825,"sentiment":"positive","sentiment_score":0.47564540759083773}],"sentiment":"neutral","sentiment_score":0.2638431810773909,"num_words":48,"start":1016.51996,"end":1056.825},{"sentences":[{"text":"That indicates that we have no reason with the speed, with the plan.","start":1058.965,"end":1065.03,"sentiment":"neutral","sentiment_score":-0.07861985667393757},{"text":"Yeah.","start":1081.415,"end":1081.655,"sentiment":"neutral","sentiment_score":-0.06976864486932755},{"text":"Actually, it really depends on your game because you're getting the right stick.","start":1081.655,"end":1086.795,"sentiment":"neutral","sentiment_score":-0.07305678037496713},{"text":"Mhmm.","start":1095.0199,"end":1095.5199,"sentiment":"neutral","sentiment_score":-0.02874678000807762},{"text":"Yeah.","start":1106.9349,"end":1107.415,"sentiment":"neutral","sentiment_score":-0.09370742738246918}],"sentiment":"neutral","sentiment_score":-0.07462134944467709,"num_words":29,"start":1058.965,"end":1107.415},{"sentences":[{"text":"It could be a game server congestion or increased household usage.","start":1107.415,"end":1113.995,"sentiment":"neutral","sentiment_score":-0.10690530728210103},{"text":"Yeah.","start":1114.215,"end":1114.715,"sentiment":"neutral","sentiment_score":-0.08539453148841858},{"text":"Yeah.","start":1133.655,"end":1134.155,"sentiment":"neutral","sentiment_score":-0.01869062148034573},{"text":"I understand.","start":1134.2151,"end":1135.035,"sentiment":"neutral","sentiment_score":-0.011460399255156517},{"text":"But, yeah, we have checked the speed, and there's no issue with the speed.","start":1137.175,"end":1141.035,"sentiment":"neutral","sentiment_score":-0.0003839148474591119}],"sentiment":"neutral","sentiment_score":-0.04511514273953849,"num_words":29,"start":1107.415,"end":1141.035},{"sentences":[{"text":"Yeah.","start":1151.33,"end":1151.83,"sentiment":"neutral","sentiment_score":-0.18461622297763824},{"text":"We cannot do anything with the speed because you're getting the right speed.","start":1151.89,"end":1156.37,"sentiment":"neutral","sentiment_score":-0.19382578994219118},{"text":"There's no problem with the speed.","start":1156.37,"end":1158.07,"sentiment":"neutral","sentiment_score":0.020582037667433422},{"text":"Yeah.","start":1161.595,"end":1162.095,"sentiment":"neutral","sentiment_score":-0.09425026178359984},{"text":"Yeah.","start":1170.33,"end":1170.57,"sentiment":"neutral","sentiment_score":-0.13242605328559875}],"sentiment":"neutral","sentiment_score":-0.12761525369503282,"num_words":22,"start":1151.33,"end":1170.57},{"sentences":[{"text":"You're as you can see here, your speed is only 100 over 20.","start":1170.57,"end":1177.47,"sentiment":"neutral","sentiment_score":0.03016113805083128},{"text":"I also messaged it to you.","start":1179.0499,"end":1182.11,"sentiment":"neutral","sentiment_score":0.06074896144370238},{"text":"But here, you're getting higher than that, So we have no problem with the speed.","start":1182.89,"end":1188.355,"sentiment":"neutral","sentiment_score":0.12858787489434084},{"text":"I think Supposed to be your speed?","start":1190.415,"end":1195.635,"sentiment":"neutral","sentiment_score":0.028402606025338173},{"text":"20.","start":1199.295,"end":1199.795,"sentiment":"neutral","sentiment_score":0.0061677261255681515}],"sentiment":"neutral","sentiment_score":0.06881887273907307,"num_words":42,"start":1170.57,"end":1199.795},{"sentences":[{"text":"But here, you're getting higher than 20.","start":1202.64,"end":1206.02,"sentiment":"neutral","sentiment_score":0.31297083624771665},{"text":"So your speed is working fine.","start":1208.48,"end":1210.32,"sentiment":"positive","sentiment_score":0.5280095239480337},{"text":"There's no problem with your speed.","start":1210.32,"end":1212.42,"sentiment":"positive","sentiment_score":0.46017175416151684},{"text":"I don't think it's at the router as well because we're getting the we're getting higher than the actual speed.","start":1219.815,"end":1230.24,"sentiment":"neutral","sentiment_score":-0.09249755311757327},{"text":"Yes, sir.","start":1244.7151,"end":1245.535,"sentiment":"neutral","sentiment_score":0.03808318451046944}],"sentiment":"neutral","sentiment_score":0.15478289826977543,"num_words":41,"start":1202.64,"end":1245.535},{"sentences":[{"text":"Yeah.","start":1247.8351,"end":1248.0751,"sentiment":"neutral","sentiment_score":-0.07432206720113754},{"text":"But I'm not recommending you to get a new router because it's working as expected.","start":1248.0751,"end":1254.91,"sentiment":"neutral","sentiment_score":-0.2393000304698944},{"text":"The speed indicates that there's no issue with the router.","start":1258.89,"end":1262.1901,"sentiment":"neutral","sentiment_score":0.1620565302670002},{"text":"Maybe the game connects to a different server from the one used by the yeah.","start":1264.17,"end":1276.495,"sentiment":"neutral","sentiment_score":-0.010866218619048596},{"text":"So the issue here is might be related to the game or its server rather than your connection speed.","start":1276.635,"end":1284.255,"sentiment":"neutral","sentiment_score":-0.22530866022172727}],"sentiment":"neutral","sentiment_score":-0.10811858408463498,"num_words":60,"start":1247.8351,"end":1284.255},{"sentences":[{"text":"The game game connects to a different server from the one used by the speed test.","start":1284.7699,"end":1290.1499,"sentiment":"neutral","sentiment_score":-0.15772272646427155},{"text":"If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good.","start":1290.37,"end":1301.245,"sentiment":"negative","sentiment_score":-0.37823734547083193},{"text":"So I suggest you try to check the game setting.","start":1305.785,"end":1308.765,"sentiment":"neutral","sentiment_score":-0.08557638972997665},{"text":"Actually, I don't have any idea about the game.","start":1313.81,"end":1317.67,"sentiment":"neutral","sentiment_score":-0.22548390262656742},{"text":"Yeah.","start":1327.01,"end":1327.51,"sentiment":"neutral","sentiment_score":-0.01461981236934662}],"sentiment":"neutral","sentiment_score":-0.24608828127384186,"num_words":62,"start":1284.7699,"end":1327.51},{"sentences":[{"text":"Yeah.","start":1339.98,"end":1340.22,"sentiment":"neutral","sentiment_score":0.05568306148052216},{"text":"But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that.","start":1340.22,"end":1353.645,"sentiment":"neutral","sentiment_score":0.18771935549789462},{"text":"Yeah.","start":1362.2051,"end":1362.7051,"sentiment":"neutral","sentiment_score":-0.32162153720855713},{"text":"Yep.","start":1367.14,"end":1367.64,"sentiment":"neutral","sentiment_score":-0.30759814381599426},{"text":"Mhmm.","start":1370.1799,"end":1370.6799,"sentiment":"neutral","sentiment_score":-0.16150158643722534}],"sentiment":"neutral","sentiment_score":0.14269160919568755,"num_words":33,"start":1339.98,"end":1370.6799},{"sentences":[{"text":"And you mentioned that it's happened as well from your previous provider?","start":1371.94,"end":1376.12,"sentiment":"neutral","sentiment_score":-0.12659117951989174},{"text":"Yeah.","start":1378.58,"end":1378.9,"sentiment":"neutral","sentiment_score":-0.12538641691207886},{"text":"So I think Yeah.","start":1378.9,"end":1395.18,"sentiment":"neutral","sentiment_score":-0.048991333693265915},{"text":"Yeah.","start":1399.0801,"end":1399.4,"sentiment":"neutral","sentiment_score":-0.0650419220328331},{"text":"But we cannot do anything with that since you're getting the right speed.","start":1399.4,"end":1405.02,"sentiment":"negative","sentiment_score":-0.3459418072150304}],"sentiment":"neutral","sentiment_score":-0.20653972005651844,"num_words":31,"start":1371.94,"end":1405.02},{"sentences":[{"text":"So there's no problem with the Internet.","start":1407.505,"end":1409.445,"sentiment":"neutral","sentiment_score":-0.08017592557838985},{"text":"Yeah.","start":1421.07,"end":1421.57,"sentiment":"neutral","sentiment_score":0.0036467090249061584},{"text":"I understand.","start":1423.15,"end":1423.7899,"sentiment":"neutral","sentiment_score":0.02999887987971306},{"text":"But you're getting the right speed, so you're you're paying for the right plan.","start":1423.7899,"end":1429.65,"sentiment":"neutral","sentiment_score":0.061515941417643},{"text":"We'll try yeah.","start":1441.295,"end":1442.5951,"sentiment":"neutral","sentiment_score":-0.08868246525526047}],"sentiment":"neutral","sentiment_score":0.003614399030252739,"num_words":27,"start":1407.505,"end":1442.5951},{"sentences":[{"text":"We'll troubleshoot it.","start":1442.655,"end":1444.1951,"sentiment":"neutral","sentiment_score":-0.04558162887891134},{"text":"Yeah.","start":1444.9751,"end":1445.4751,"sentiment":"neutral","sentiment_score":0.004722645506262779},{"text":"We'll try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that.","start":1445.63,"end":1456.51,"sentiment":"neutral","sentiment_score":-0.019600732636678476},{"text":"So there is no issue with the Internet.","start":1456.51,"end":1458.93,"sentiment":"neutral","sentiment_score":0.11150856409221888},{"text":"I suggest you check the game server and the settings.","start":1477.18,"end":1482.24,"sentiment":"neutral","sentiment_score":0.030851471796631814}],"sentiment":"neutral","sentiment_score":0.013727647531777621,"num_words":45,"start":1442.655,"end":1482.24},{"sentences":[{"text":"Yeah.","start":1484.06,"end":1484.56,"sentiment":"neutral","sentiment_score":0.04516036435961723},{"text":"Because there's no issue with the Internet.","start":1486.4601,"end":1488.4801,"sentiment":"neutral","sentiment_score":0.03541246269430433},{"text":"Mhmm.","start":1521.6749,"end":1522.1749,"sentiment":"neutral","sentiment_score":-0.12682005763053894},{"text":"Yeah.","start":1564.65,"end":1564.97,"sentiment":"neutral","sentiment_score":0.1173180490732193},{"text":"Please yeah.","start":1564.97,"end":1565.9299,"sentiment":"neutral","sentiment_score":0.1574534848332405}],"sentiment":"neutral","sentiment_score":0.04987104702740908,"num_words":12,"start":1484.06,"end":1565.9299},{"sentences":[{"text":"Because we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan.","start":1565.9299,"end":1573.2051,"sentiment":"neutral","sentiment_score":0.22578855305910112},{"text":"There doesn't appear to be an issue with the Internet speed.","start":1573.425,"end":1577.365,"sentiment":"neutral","sentiment_score":0.1391738998618993},{"text":"So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania.","start":1578.145,"end":1589.8601,"sentiment":"neutral","sentiment_score":0.02729029289406279},{"text":"You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server.","start":1591.28,"end":1604.195,"sentiment":"neutral","sentiment_score":-0.10094351332415552},{"text":"Yeah.","start":1606.255,"end":1606.755,"sentiment":"neutral","sentiment_score":0.014814397320151327}],"sentiment":"neutral","sentiment_score":0.03659658023062047,"num_words":89,"start":1565.9299,"end":1606.755},{"sentences":[{"text":"Mhmm.","start":1608.495,"end":1608.995,"sentiment":"neutral","sentiment_score":0.017024490982294083},{"text":"Okay then.","start":1609.47,"end":1610.59,"sentiment":"neutral","sentiment_score":0.0242739487439394},{"text":"Just let us know if, yeah, if you run into any issues with your Internet.","start":1610.59,"end":1615.73,"sentiment":"neutral","sentiment_score":-0.032786276067296664},{"text":"Yes.","start":1646.12,"end":1646.62,"sentiment":"neutral","sentiment_score":-0.12797893583774567},{"text":"Yeah.","start":1647.8,"end":1648.12,"sentiment":"neutral","sentiment_score":-0.16008290648460388}],"sentiment":"neutral","sentiment_score":-0.03571417974308133,"num_words":20,"start":1608.495,"end":1648.12},{"sentences":[{"text":"We understand.","start":1648.12,"end":1648.78,"sentiment":"neutral","sentiment_score":-0.17636167258024216},{"text":"But it's beyond our control as well because I think the issue is related to the game, not with the Internet.","start":1649.4,"end":1657.635,"sentiment":"neutral","sentiment_score":-0.3081761584395454},{"text":"Okay.","start":1670.88,"end":1671.38,"sentiment":"neutral","sentiment_score":0.0009049251675605774},{"text":"But yeah.","start":1671.76,"end":1673.62,"sentiment":"neutral","sentiment_score":0.01155256386846304},{"text":"Yeah.","start":1687.885,"end":1688.385,"sentiment":"neutral","sentiment_score":0.09654060751199722}],"sentiment":"neutral","sentiment_score":-0.24829155599905384,"num_words":27,"start":1648.12,"end":1688.385},{"sentences":[{"text":"But yeah.","start":1688.605,"end":1690.765,"sentiment":"neutral","sentiment_score":0.11893730610609055},{"text":"But, actually, we have checked your speed already and contacted the network team.","start":1690.765,"end":1696.625,"sentiment":"neutral","sentiment_score":0.21071882316699395},{"text":"And it's yeah.","start":1697.28,"end":1698.3201,"sentiment":"neutral","sentiment_score":0.298769732316335},{"text":"It shows that your connection is receiving the correct speed for your plan.","start":1698.3201,"end":1702.8201,"sentiment":"neutral","sentiment_score":0.28702132059977603},{"text":"So there's there's no issue with the Internet connection.","start":1703.12,"end":1706.8201,"sentiment":"neutral","sentiment_score":0.2884422822131051}],"sentiment":"neutral","sentiment_score":0.25501965545117855,"num_words":40,"start":1688.605,"end":1706.8201},{"sentences":[{"text":"The proof is your speed test result, the one that you send me the picture.","start":1708.64,"end":1715.035,"sentiment":"positive","sentiment_score":0.567642625172933},{"text":"That is the proof already that there's no issue with the Internet.","start":1715.5751,"end":1721.595,"sentiment":"positive","sentiment_score":0.4511156578858693},{"text":"Mhmm.","start":1724.403,"end":1724.903,"sentiment":"neutral","sentiment_score":0.10439708828926086},{"text":"So 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Good morning. Joshua speaking. Oh, Chemeya speaking. I don't know the one you know me with. Yeah. Yeah. Do you remember me? I think you do. Do you? Yeah. Okay. Chime Joshua Ohabasim. C h I e m e r I e. Chime Joshua Ohabasim. Yes. My network is still bad. Very, very bad. Still very bad. Yes. Yeah. Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed. I changed to, and I think you had one that advised me to go with the family plan, which I did, but it is still lagging. It's lagging, like oh my god. I couldn't I can't do anything with the network. I don't know what's going on even when I I choose the second to the highest plan. Yes, please. Yes, please. Yes. I can hear you. I'm using hold on. I don't even know how to check this, but I'm quite sure that I'm using the super family or super what's it called again? Hold on. I don't even know how to check, but yes. Done. Yeah. That's what I'm using. Do you wanna but yeah. Okay. How do I do that? I'm using a laptop. Yeah. Yes. Yes. Yes. Okay. I'll use my phone then because now what's happening on my phone? So what do you want me to do? Okay. Alright. Let me send it to my email and try and see if I can how do I do this? Copernet. Let me send to my email. My network is, like it's very it's very it's very I don't even know. It's, let's say, annoying. Like, I I changed I changed my network to this, and it's still the same. Like, even when I pay high, it's it's not encouraging at all. So I should oh, what's the matter? What's going on? Go. Oh, no. No. Okay. I'm doing that now. So that hold on. You want me to be getting download speeds at how many? What say that again. What did you say before? Mhmm. Alright. See see what I think to you. See what the speed is. Yeah. Yes. So the upload is supposed to be below sorry. Sorry for interrupting you. So the the speed supposed to be below I mean, the upload speed supposed to be below 10, is it? Or 20 what did you say? Mhmm. Okay. So that's so that does that mean it's good or not? And you upload? So but it's not my game is still lagging. Please. Yes. Please. Oh, gosh. Yes. Hello. I can hear you. I try I haven't tried my cable as well. Like, I tried to to connect the console with my LAN cable. It did not work as well. Like like, right now, I'm trying to play again. It's lagging. Like, I don't know. I don't know what's going on to be I'm sorry to I'm sorry to sound this I'm sorry to sound this way, but it's actually frustrating me. I I guess I I think you understand what that means. It's not yeah. Sorry. What did you say? I only have one. I only play one game. I only play FIFA, and who is in What? I check all these I check all these. It's it's just I don't know I don't even know what to say. I don't I don't know what to say. I but I check all these to be frank with you. It's not from it's not it's not from there. The Wi Fi is not. The network is is is is is is is. So so what are you trying to say? Why is this just mine? Why is this just my own? Like, my friends are not are not doing this. Why is this just mine? Like, they they have checked everything. It's not it's not Oh, gosh. I don't even know. So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past? I don't even know if I actually, I don't know what to say. It's not it's not actually game. It's network is bad. How is how how does it have to do with the game? How does it have to do with game? I'm not sure it's the game. It's just it's not just working. And, also, it's it's just me it's just me that's living here. I'm not living with anyone. So I I I wouldn't say if I'm trying to say there's no much people using the Wi Fi. It's just me. So if it was, like, so many people, I might say, okay. Because other people are sharing the Wi Fi. That's why it's lagging, but it's just me. You understand what I mean? So there's no there's no solution to this? There's no solution? You guys can not do anything. You guys can not increase the speed. Nothing? Oh. Oh. So what's the point of paying the higher price? I'm not getting my my game is still lagging. Everything is lagging. Oh, god. And your upload speed, what are you supposed to do? The upload. The upload. The upload. Okay. So do you think it's from maybe a router or something? Can you hear me? Yeah. Why? Okay. What what what are you saying? Sorry. What what what do you what did you say? What's the team? I don't even know. I've checked everything that I know of. I'll check everything that I know. I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet. Oh my god. I don't know what to do. This is frustrating me to be honest. Do like, I'm playing now. It's still lagging. I'm still I'm playing now. It's still lagging. I cannot even do anything with my with Flex. I can't do anything. It's still lagging. Yeah. It happened it happened before, but I was thinking I was thinking because I didn't have I I I've not connected the n d, a new dwelling, whatever it's called. So I was thinking, okay. Maybe that's the reason why it's not working. You know what I mean? But now everything is connected. You know? Oh, god. I'm getting the right speed, buddy. I'm getting the right speed, but it's not working. It might get it's still like there's no point. Like, and I'm paying high. I'm still paying high. Oh, gosh. Don't even know what to do to get it. I'm I'm just So what should I do now? Okay. Okay. I don't know what to do. I don't know what to do. It's this is this is frustrating me. I don't know what to do, to be honest. I don't actually don't know what to do. I've tried everything I know. I've tried to put a router on you on five g, but yet nothing is working. Alright. I'll I'll try again. I think and if it's not working, I don't know what to do. I I will let you know again. I will see how it goes these few days. I will let you know. Alright? Okay. I'll I'll try. Alright. Do you know now that I'm just I'm just I'm just playing it quick by itself? Like, my network is is frustrating me so bad. Oh my god. I feel like crying. Like, sometimes, like, it's so annoying. I guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening. Like, I actually don't know what to say. Like, I actually don't know what to say, to be honest. I'm sorry that I'm I'm sounding this robot. It's out of my frustration. I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech. They have checked everything. They said there's nothing wrong with my game. I don't know. Anyway, bye for now. Okay? I'll call you again. I'll call again. I'll call you again. I don't know if you guys can do anything, upload the and create the speed or whatever, please. I'll I'll I'll I'll surely I'll I'll surely what's it called? I appreciate it, please. Please. If you guys can do anything, please. Please. Okay. Alright. Okay. 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Good morning. Joshua speaking. Oh, Chemeya speaking. I don't know the one you know me with.\n\nYeah. Yeah. Do you remember me? I think you do. Do you?\n\nYeah. Okay. Chime Joshua Ohabasim. C h I e m e r I e. Chime Joshua Ohabasim.\n\nYes. My network is still bad. Very, very bad. Still very bad. Yes.\n\nYeah. Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed. I changed to, and I think you had one that advised me to go with the family plan, which I did, but it is still lagging. It's lagging, like oh my god. I couldn't I can't do anything with the network.\n\nI don't know what's going on even when I I choose the second to the highest plan. Yes, please. Yes, please. Yes. I can hear you.\n\nI'm using hold on. I don't even know how to check this, but I'm quite sure that I'm using the super family or super what's it called again? Hold on. I don't even know how to check, but yes. Done.\n\nYeah. That's what I'm using. Do you wanna but yeah. Okay. How do I do that?\n\nI'm using a laptop. Yeah. Yes. Yes. Yes.\n\nOkay. I'll use my phone then because now what's happening on my phone? So what do you want me to do? Okay. Alright.\n\nLet me send it to my email and try and see if I can how do I do this? Copernet. Let me send to my email. My network is, like it's very it's very it's very I don't even know. It's, let's say, annoying.\n\nLike, I I changed I changed my network to this, and it's still the same. Like, even when I pay high, it's it's not encouraging at all. So I should oh, what's the matter? What's going on? Go.\n\nOh, no. No. Okay. I'm doing that now. So that hold on.\n\nYou want me to be getting download speeds at how many? What say that again. What did you say before? Mhmm. Alright.\n\nSee see what I think to you. See what the speed is. Yeah. Yes. So the upload is supposed to be below sorry.\n\nSorry for interrupting you. So the the speed supposed to be below I mean, the upload speed supposed to be below 10, is it? Or 20 what did you say? Mhmm. Okay.\n\nSo that's so that does that mean it's good or not? And you upload? So but it's not my game is still lagging. Please. Yes.\n\nPlease. Oh, gosh. Yes. Hello. I can hear you.\n\nI try I haven't tried my cable as well. Like, I tried to to connect the console with my LAN cable. It did not work as well. Like like, right now, I'm trying to play again. It's lagging.\n\nLike, I don't know. I don't know what's going on to be I'm sorry to I'm sorry to sound this I'm sorry to sound this way, but it's actually frustrating me. I I guess I I think you understand what that means. It's not yeah. Sorry.\n\nWhat did you say? I only have one. I only play one game. I only play FIFA, and who is in What? I check all these I check all these.\n\nIt's it's just I don't know I don't even know what to say. I don't I don't know what to say. I but I check all these to be frank with you. It's not from it's not it's not from there. The Wi Fi is not.\n\nThe network is is is is is is is. So so what are you trying to say? Why is this just mine? Why is this just my own? Like, my friends are not are not doing this.\n\nWhy is this just mine? Like, they they have checked everything. It's not it's not Oh, gosh. I don't even know. So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past?\n\nI don't even know if I actually, I don't know what to say. It's not it's not actually game. It's network is bad. How is how how does it have to do with the game? How does it have to do with game?\n\nI'm not sure it's the game. It's just it's not just working. And, also, it's it's just me it's just me that's living here. I'm not living with anyone. So I I I wouldn't say if I'm trying to say there's no much people using the Wi Fi.\n\nIt's just me. So if it was, like, so many people, I might say, okay. Because other people are sharing the Wi Fi. That's why it's lagging, but it's just me. You understand what I mean?\n\nSo there's no there's no solution to this? There's no solution? You guys can not do anything. You guys can not increase the speed. Nothing?\n\nOh. Oh. So what's the point of paying the higher price? I'm not getting my my game is still lagging. Everything is lagging.\n\nOh, god. And your upload speed, what are you supposed to do? The upload. The upload. The upload.\n\nOkay. So do you think it's from maybe a router or something? Can you hear me? Yeah. Why?\n\nOkay. What what what are you saying? Sorry. What what what do you what did you say? What's the team?\n\nI don't even know. I've checked everything that I know of. I'll check everything that I know. I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet. Oh my god.\n\nI don't know what to do. This is frustrating me to be honest. Do like, I'm playing now. It's still lagging. I'm still I'm playing now.\n\nIt's still lagging. I cannot even do anything with my with Flex. I can't do anything. It's still lagging. Yeah.\n\nIt happened it happened before, but I was thinking I was thinking because I didn't have I I I've not connected the n d, a new dwelling, whatever it's called. So I was thinking, okay. Maybe that's the reason why it's not working. You know what I mean? But now everything is connected.\n\nYou know? Oh, god. I'm getting the right speed, buddy. I'm getting the right speed, but it's not working. It might get it's still like there's no point.\n\nLike, and I'm paying high. I'm still paying high. Oh, gosh. Don't even know what to do to get it. I'm I'm just So what should I do now?\n\nOkay. Okay. I don't know what to do. I don't know what to do. It's this is this is frustrating me.\n\nI don't know what to do, to be honest. I don't actually don't know what to do. I've tried everything I know. I've tried to put a router on you on five g, but yet nothing is working. Alright.\n\nI'll I'll try again. I think and if it's not working, I don't know what to do. I I will let you know again. I will see how it goes these few days. I will let you know.\n\nAlright? Okay. I'll I'll try. Alright. Do you know now that I'm just I'm just I'm just playing it quick by itself?\n\nLike, my network is is frustrating me so bad. Oh my god. I feel like crying. Like, sometimes, like, it's so annoying. I guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening.\n\nLike, I actually don't know what to say. Like, I actually don't know what to say, to be honest. I'm sorry that I'm I'm sounding this robot. It's out of my frustration. I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech.\n\nThey have checked everything. They said there's nothing wrong with my game. I don't know. Anyway, bye for now. Okay?\n\nI'll call you again. I'll call again. I'll call you again. I don't know if you guys can do anything, upload the and create the speed or whatever, please. I'll I'll I'll I'll surely I'll I'll surely what's it called?\n\nI appreciate it, please. Please. If you guys can do anything, please. Please. Okay.\n\nAlright. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":6.24,"end":6.64,"sentiment":"neutral","sentiment_score":0.1120019257068634},{"text":"Good morning.","start":6.64,"end":7.12,"sentiment":"neutral","sentiment_score":0.1976977437734604},{"text":"Joshua speaking.","start":7.12,"end":8.02,"sentiment":"neutral","sentiment_score":0.05997077748179436},{"text":"Oh, Chemeya speaking.","start":8.16,"end":9.2,"sentiment":"neutral","sentiment_score":0.02178664195040862},{"text":"I don't know the one you know me with.","start":9.2,"end":10.9,"sentiment":"neutral","sentiment_score":-0.04148713478611575}],"sentiment":"neutral","sentiment_score":0.018783216529032764,"num_words":17,"start":6.24,"end":10.9},{"sentences":[{"text":"Yeah.","start":13.28,"end":13.599999,"sentiment":"neutral","sentiment_score":-0.004376549273729324},{"text":"Yeah.","start":13.599999,"end":13.84,"sentiment":"neutral","sentiment_score":-0.005878807045519352},{"text":"Do you remember me?","start":13.84,"end":15.139999,"sentiment":"neutral","sentiment_score":-0.00627403287217021},{"text":"I think you do.","start":15.825,"end":17.805,"sentiment":"neutral","sentiment_score":0.004933938384056091},{"text":"Do you?","start":18.305,"end":18.965,"sentiment":"neutral","sentiment_score":0.019481166265904903}],"sentiment":"neutral","sentiment_score":0.0019455498550087214,"num_words":12,"start":13.28,"end":18.965},{"sentences":[{"text":"Yeah.","start":21.744999,"end":21.985,"sentiment":"neutral","sentiment_score":0.01490580290555954},{"text":"Okay.","start":21.985,"end":22.305,"sentiment":"neutral","sentiment_score":0.015582706779241562},{"text":"Chime Joshua Ohabasim.","start":22.305,"end":23.685,"sentiment":"neutral","sentiment_score":0.01476548674205939},{"text":"C h I e m e r I e.","start":27.105,"end":29.105,"sentiment":"neutral","sentiment_score":0.008753497619181871},{"text":"Chime Joshua Ohabasim.","start":29.105,"end":30.485,"sentiment":"neutral","sentiment_score":0.013983150633672873}],"sentiment":"neutral","sentiment_score":0.011500935316743219,"num_words":17,"start":21.744999,"end":30.485},{"sentences":[{"text":"Yes.","start":39.61,"end":40.11,"sentiment":"neutral","sentiment_score":0.014562021009624004},{"text":"My network is still bad.","start":44.945,"end":46.964996,"sentiment":"negative","sentiment_score":-0.5347410202026367},{"text":"Very, very bad.","start":47.344997,"end":48.885,"sentiment":"negative","sentiment_score":-0.562027116616567},{"text":"Still very bad.","start":49.824997,"end":50.964996,"sentiment":"negative","sentiment_score":-0.40987921754519147},{"text":"Yes.","start":56.305,"end":56.805,"sentiment":"neutral","sentiment_score":-0.04218757897615433}],"sentiment":"negative","sentiment_score":-0.43208074318961454,"num_words":13,"start":39.61,"end":56.805},{"sentences":[{"text":"Yeah.","start":58.78,"end":59.26,"sentiment":"neutral","sentiment_score":-0.11196132004261015},{"text":"Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed.","start":59.26,"end":74.475,"sentiment":"neutral","sentiment_score":-0.20829786271566436},{"text":"I changed to, and I think you had one that advised me to go with the family plan, which I did, but it is still lagging.","start":74.695,"end":85.37,"sentiment":"neutral","sentiment_score":-0.15456910546009356},{"text":"It's lagging, like oh my god.","start":85.91,"end":88.55,"sentiment":"negative","sentiment_score":-0.4630734622478485},{"text":"I couldn't I can't do anything with the network.","start":88.55,"end":90.630005,"sentiment":"negative","sentiment_score":-0.4222732020748986}],"sentiment":"neutral","sentiment_score":-0.23164485581219196,"num_words":84,"start":58.78,"end":90.630005},{"sentences":[{"text":"I don't know what's going on even when I I choose the second to the highest plan.","start":90.630005,"end":94.810005,"sentiment":"neutral","sentiment_score":-0.26759087425820965},{"text":"Yes, please.","start":102.495,"end":103.315,"sentiment":"neutral","sentiment_score":0.02120634913444519},{"text":"Yes, please.","start":104.495,"end":105.395004,"sentiment":"neutral","sentiment_score":0.021544180810451508},{"text":"Yes.","start":164.575,"end":164.73499,"sentiment":"neutral","sentiment_score":0.04481719806790352},{"text":"I can hear you.","start":164.73499,"end":165.795,"sentiment":"neutral","sentiment_score":0.05532005149871111}],"sentiment":"neutral","sentiment_score":-0.16144024609373167,"num_words":26,"start":90.630005,"end":165.795},{"sentences":[{"text":"I'm using hold on.","start":176.69,"end":178.55,"sentiment":"neutral","sentiment_score":-0.017050843685865402},{"text":"I don't even know how to check this, but I'm quite sure that I'm using the super family or super what's it called again?","start":178.61,"end":189.55501,"sentiment":"neutral","sentiment_score":-0.033815456787124276},{"text":"Hold on.","start":190.655,"end":191.315,"sentiment":"neutral","sentiment_score":-0.01305445097386837},{"text":"I don't even know how to check, but yes.","start":191.455,"end":200.7,"sentiment":"neutral","sentiment_score":-0.02526703704562452},{"text":"Done.","start":200.76,"end":201.26,"sentiment":"neutral","sentiment_score":0.013211660087108612}],"sentiment":"neutral","sentiment_score":-0.028001872822642326,"num_words":40,"start":176.69,"end":201.26},{"sentences":[{"text":"Yeah.","start":203.0,"end":203.16,"sentiment":"neutral","sentiment_score":0.02845093235373497},{"text":"That's what I'm using.","start":203.16,"end":204.2,"sentiment":"neutral","sentiment_score":0.03639666549861431},{"text":"Do you wanna but yeah.","start":204.2,"end":205.66,"sentiment":"neutral","sentiment_score":0.030943137407302857},{"text":"Okay.","start":211.205,"end":211.60501,"sentiment":"neutral","sentiment_score":0.04669909179210663},{"text":"How do I do that?","start":211.60501,"end":212.74501,"sentiment":"neutral","sentiment_score":0.04667138606309891}],"sentiment":"neutral","sentiment_score":0.03805058146826923,"num_words":16,"start":203.0,"end":212.74501},{"sentences":[{"text":"I'm using a laptop.","start":227.78,"end":228.92,"sentiment":"neutral","sentiment_score":0.01140651199966669},{"text":"Yeah.","start":229.14,"end":229.64,"sentiment":"neutral","sentiment_score":0.03342783451080322},{"text":"Yes.","start":234.1,"end":234.465,"sentiment":"neutral","sentiment_score":0.02195444330573082},{"text":"Yes.","start":234.705,"end":235.205,"sentiment":"neutral","sentiment_score":0.0173664428293705},{"text":"Yes.","start":235.745,"end":236.245,"sentiment":"neutral","sentiment_score":0.051495134830474854}],"sentiment":"neutral","sentiment_score":0.02123373793438077,"num_words":8,"start":227.78,"end":236.245},{"sentences":[{"text":"Okay.","start":250.18,"end":250.5,"sentiment":"neutral","sentiment_score":0.08965650200843811},{"text":"I'll use my phone then because now what's happening on my phone?","start":250.5,"end":253.31999,"sentiment":"neutral","sentiment_score":0.05386217016105851},{"text":"So what do you want me to do?","start":254.42,"end":255.95999,"sentiment":"neutral","sentiment_score":0.034248740412294865},{"text":"Okay.","start":262.99503,"end":263.49503,"sentiment":"neutral","sentiment_score":0.02845187485218048},{"text":"Alright.","start":266.11502,"end":266.435,"sentiment":"neutral","sentiment_score":0.07100606709718704}],"sentiment":"neutral","sentiment_score":0.04823697431255942,"num_words":23,"start":250.18,"end":266.435},{"sentences":[{"text":"Let me send it to my email and try and see if I can how do I do this?","start":266.435,"end":273.73502,"sentiment":"neutral","sentiment_score":0.07579866600664038},{"text":"Copernet.","start":277.11002,"end":277.61002,"sentiment":"neutral","sentiment_score":-0.06838760524988174},{"text":"Let me send to my email.","start":278.07,"end":279.77,"sentiment":"neutral","sentiment_score":-0.1486997331182162},{"text":"My network is, like it's very it's very it's very I don't even know.","start":287.755,"end":292.795,"sentiment":"negative","sentiment_score":-0.5624351437602725},{"text":"It's, let's say, annoying.","start":292.795,"end":293.935,"sentiment":"negative","sentiment_score":-0.5700272023677826}],"sentiment":"neutral","sentiment_score":-0.21987754936245354,"num_words":44,"start":266.435,"end":293.935},{"sentences":[{"text":"Like, I I changed I changed my network to this, and it's still the same.","start":295.355,"end":301.915,"sentiment":"negative","sentiment_score":-0.4731474896272024},{"text":"Like, even when I pay high, it's it's not encouraging at all.","start":301.915,"end":306.38998,"sentiment":"negative","sentiment_score":-0.5291309282183647},{"text":"So I should oh, what's the matter?","start":316.695,"end":318.535,"sentiment":"neutral","sentiment_score":-0.002548034835074629},{"text":"What's going on?","start":318.535,"end":319.595,"sentiment":"neutral","sentiment_score":-0.028341661517818768},{"text":"Go.","start":321.89502,"end":322.39502,"sentiment":"neutral","sentiment_score":-0.01487870141863823}],"sentiment":"negative","sentiment_score":-0.35696114244331656,"num_words":38,"start":295.355,"end":322.39502},{"sentences":[{"text":"Oh, no.","start":325.495,"end":326.155,"sentiment":"neutral","sentiment_score":-0.12267481535673141},{"text":"No.","start":328.055,"end":328.215,"sentiment":"neutral","sentiment_score":-0.14993931353092194},{"text":"Okay.","start":328.215,"end":328.715,"sentiment":"neutral","sentiment_score":-0.07695096731185913},{"text":"I'm doing that now.","start":331.81998,"end":332.96,"sentiment":"neutral","sentiment_score":-0.025700023397803307},{"text":"So that hold on.","start":346.445,"end":348.145,"sentiment":"neutral","sentiment_score":-0.007425840012729168}],"sentiment":"neutral","sentiment_score":-0.05039528043319782,"num_words":12,"start":325.495,"end":348.145},{"sentences":[{"text":"You want me to be getting download speeds at how many?","start":348.925,"end":352.385,"sentiment":"neutral","sentiment_score":-0.006230297667736357},{"text":"What say that again.","start":354.685,"end":355.565,"sentiment":"neutral","sentiment_score":-0.0378476120531559},{"text":"What did you say before?","start":355.565,"end":356.705,"sentiment":"neutral","sentiment_score":-0.013462503254413605},{"text":"Mhmm.","start":369.74,"end":369.82,"sentiment":"neutral","sentiment_score":0.0314127579331398},{"text":"Alright.","start":369.82,"end":370.32,"sentiment":"neutral","sentiment_score":0.07565830647945404}],"sentiment":"neutral","sentiment_score":-0.008189326109872623,"num_words":22,"start":348.925,"end":370.32},{"sentences":[{"text":"See see what I think to you.","start":370.38,"end":371.74,"sentiment":"neutral","sentiment_score":0.04695615491696766},{"text":"See what the speed is.","start":371.74,"end":373.04,"sentiment":"neutral","sentiment_score":0.03977128341794014},{"text":"Yeah.","start":383.935,"end":384.435,"sentiment":"neutral","sentiment_score":-0.07290537655353546},{"text":"Yes.","start":402.0,"end":402.5,"sentiment":"neutral","sentiment_score":0.06985615193843842},{"text":"So the upload is supposed to be below sorry.","start":414.72498,"end":417.74,"sentiment":"neutral","sentiment_score":-0.009950462935699357}],"sentiment":"neutral","sentiment_score":0.01891070045530796,"num_words":23,"start":370.38,"end":417.74},{"sentences":[{"text":"Sorry for interrupting you.","start":417.74,"end":419.02,"sentiment":"neutral","sentiment_score":-0.09645779617130756},{"text":"So the the speed supposed to be below I mean, the upload speed supposed to be below 10, is it?","start":419.02,"end":424.3,"sentiment":"neutral","sentiment_score":-0.006525954697281122},{"text":"Or 20 what did you say?","start":424.3,"end":425.75998,"sentiment":"neutral","sentiment_score":-0.012201737612485886},{"text":"Mhmm.","start":434.805,"end":435.305,"sentiment":"neutral","sentiment_score":0.02627290785312653},{"text":"Okay.","start":446.54,"end":447.02,"sentiment":"neutral","sentiment_score":0.050037138164043427}],"sentiment":"neutral","sentiment_score":-0.01603908307151869,"num_words":32,"start":417.74,"end":447.02},{"sentences":[{"text":"So that's so that does that mean it's good or not?","start":447.02,"end":452.96,"sentiment":"neutral","sentiment_score":0.08255175602706996},{"text":"And you upload?","start":458.555,"end":462.735,"sentiment":"neutral","sentiment_score":0.08676606665054958},{"text":"So but it's not my game is still lagging.","start":462.79498,"end":473.695,"sentiment":"neutral","sentiment_score":-0.2912423014640808},{"text":"Please.","start":522.675,"end":522.995,"sentiment":"neutral","sentiment_score":0.01155903283506632},{"text":"Yes.","start":522.995,"end":523.395,"sentiment":"neutral","sentiment_score":0.029068879783153537}],"sentiment":"neutral","sentiment_score":-0.056487411372363565,"num_words":25,"start":447.02,"end":523.395},{"sentences":[{"text":"Please.","start":523.395,"end":523.895,"sentiment":"neutral","sentiment_score":0.02128935046494007},{"text":"Oh, gosh.","start":759.08997,"end":759.82996,"sentiment":"neutral","sentiment_score":0.02783320192247629},{"text":"Yes.","start":852.865,"end":853.365,"sentiment":"neutral","sentiment_score":0.03409147262573242},{"text":"Hello.","start":868.10004,"end":868.26,"sentiment":"neutral","sentiment_score":0.0558752715587616},{"text":"I can hear you.","start":868.26,"end":876.82,"sentiment":"neutral","sentiment_score":0.0409384798258543}],"sentiment":"neutral","sentiment_score":0.03674182419975599,"num_words":9,"start":523.395,"end":876.82},{"sentences":[{"text":"I try I haven't tried my cable as well.","start":876.82,"end":879.14,"sentiment":"neutral","sentiment_score":-0.17082557330528894},{"text":"Like, I tried to to connect the console with my LAN cable.","start":879.14,"end":883.875,"sentiment":"neutral","sentiment_score":-0.1717458168665568},{"text":"It did not work as well.","start":883.875,"end":885.15497,"sentiment":"negative","sentiment_score":-0.3933623135089874},{"text":"Like like, right now, I'm trying to play again.","start":885.15497,"end":887.63495,"sentiment":"neutral","sentiment_score":-0.2847324377960629},{"text":"It's lagging.","start":887.63495,"end":888.27496,"sentiment":"negative","sentiment_score":-0.480813667178154}],"sentiment":"neutral","sentiment_score":-0.24954666099266,"num_words":38,"start":876.82,"end":888.27496},{"sentences":[{"text":"Like, I don't know.","start":888.27496,"end":889.795,"sentiment":"neutral","sentiment_score":-0.32677268236875534},{"text":"I don't know what's going on to be I'm sorry to I'm sorry to sound this I'm sorry to sound this way, but it's actually frustrating me.","start":889.795,"end":897.11,"sentiment":"negative","sentiment_score":-0.34373439020580715},{"text":"I I guess I I think you understand what that means.","start":897.49,"end":899.81,"sentiment":"neutral","sentiment_score":-0.32799398628148163},{"text":"It's not yeah.","start":899.81,"end":902.48,"sentiment":"neutral","sentiment_score":-0.17959935466448465},{"text":"Sorry.","start":916.735,"end":916.975,"sentiment":"neutral","sentiment_score":-0.09017112851142885}],"sentiment":"neutral","sentiment_score":-0.32227874579636945,"num_words":46,"start":888.27496,"end":916.975},{"sentences":[{"text":"What did you say?","start":916.975,"end":917.875,"sentiment":"neutral","sentiment_score":-0.06525941379368305},{"text":"I only have one.","start":934.91504,"end":935.715,"sentiment":"neutral","sentiment_score":-0.0719381608068943},{"text":"I only play one game.","start":935.715,"end":937.015,"sentiment":"neutral","sentiment_score":-0.058981595933437346},{"text":"I only play FIFA, and who is in What?","start":938.115,"end":945.735,"sentiment":"neutral","sentiment_score":-0.03488009754154417},{"text":"I check all these I check all these.","start":951.59,"end":953.91003,"sentiment":"neutral","sentiment_score":-0.01330179674550891}],"sentiment":"neutral","sentiment_score":-0.0421344509969155,"num_words":30,"start":916.975,"end":953.91003},{"sentences":[{"text":"It's it's just I don't know I don't even know what to say.","start":953.91003,"end":956.79004,"sentiment":"neutral","sentiment_score":-0.19647604914811942},{"text":"I don't I don't know what to say.","start":956.79004,"end":957.99,"sentiment":"neutral","sentiment_score":-0.2556879371404648},{"text":"I but I check all these to be frank with you.","start":957.99,"end":959.75,"sentiment":"neutral","sentiment_score":-0.08709777011112733},{"text":"It's not from it's not it's not from there.","start":959.75,"end":961.43,"sentiment":"neutral","sentiment_score":-0.20348328517542946},{"text":"The Wi Fi is not.","start":961.43,"end":962.415,"sentiment":"neutral","sentiment_score":-0.1295716643333435}],"sentiment":"neutral","sentiment_score":-0.17471685859820116,"num_words":46,"start":953.91003,"end":962.415},{"sentences":[{"text":"The network is is is is is is is.","start":962.57495,"end":969.005,"sentiment":"neutral","sentiment_score":0.02124617000420888},{"text":"So so what are you trying to say?","start":1004.135,"end":1005.755,"sentiment":"neutral","sentiment_score":0.004862245870754123},{"text":"Why is this just mine?","start":1022.35504,"end":1023.655,"sentiment":"neutral","sentiment_score":-0.2749422758817673},{"text":"Why is this just my own?","start":1025.395,"end":1026.915,"sentiment":"neutral","sentiment_score":-0.3037719950079918},{"text":"Like, my friends are not are not doing this.","start":1026.915,"end":1029.3151,"sentiment":"neutral","sentiment_score":-0.2793937706285053}],"sentiment":"neutral","sentiment_score":-0.14815604832728166,"num_words":37,"start":962.57495,"end":1029.3151},{"sentences":[{"text":"Why is this just mine?","start":1029.3151,"end":1030.535,"sentiment":"neutral","sentiment_score":-0.23218247592449187},{"text":"Like, they they have checked everything.","start":1031.475,"end":1034.035,"sentiment":"neutral","sentiment_score":-0.08292022906243801},{"text":"It's not it's not Oh, gosh.","start":1034.035,"end":1066.43,"sentiment":"neutral","sentiment_score":-0.0820503377666076},{"text":"I don't even know.","start":1066.97,"end":1067.85,"sentiment":"neutral","sentiment_score":-0.20737621560692787},{"text":"So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past?","start":1067.85,"end":1076.25,"sentiment":"neutral","sentiment_score":-0.1151362637940206}],"sentiment":"neutral","sentiment_score":-0.1291957413777709,"num_words":40,"start":1029.3151,"end":1076.25},{"sentences":[{"text":"I don't even know if I actually, I don't know what to say.","start":1076.25,"end":1085.755,"sentiment":"neutral","sentiment_score":-0.12593174439210159},{"text":"It's not it's not actually game.","start":1086.071,"end":1089.895,"sentiment":"neutral","sentiment_score":-0.16478892043232918},{"text":"It's network is bad.","start":1089.895,"end":1091.35,"sentiment":"neutral","sentiment_score":-0.2915416285395622},{"text":"How is how how does it have to do with the game?","start":1091.35,"end":1093.9299,"sentiment":"neutral","sentiment_score":-0.08138370979577303},{"text":"How does it have to do with game?","start":1096.23,"end":1097.4299,"sentiment":"neutral","sentiment_score":-0.04123607790097594}],"sentiment":"neutral","sentiment_score":-0.11856990359550298,"num_words":43,"start":1076.25,"end":1097.4299},{"sentences":[{"text":"I'm not sure it's the game.","start":1097.4299,"end":1098.39,"sentiment":"neutral","sentiment_score":-0.2408517450094223},{"text":"It's just it's not just working.","start":1098.39,"end":1099.9299,"sentiment":"neutral","sentiment_score":-0.3112577050924301},{"text":"And, also, it's it's just me it's just me that's living here.","start":1112.0751,"end":1116.3151,"sentiment":"neutral","sentiment_score":-0.1645530741661787},{"text":"I'm not living with anyone.","start":1116.3151,"end":1117.515,"sentiment":"neutral","sentiment_score":-0.28380019664764405},{"text":"So I I I wouldn't say if I'm trying to say there's no much people using the Wi Fi.","start":1117.515,"end":1122.45,"sentiment":"neutral","sentiment_score":-0.20760271110032735}],"sentiment":"neutral","sentiment_score":-0.2218905434322854,"num_words":48,"start":1097.4299,"end":1122.45},{"sentences":[{"text":"It's just me.","start":1122.45,"end":1123.1699,"sentiment":"neutral","sentiment_score":-0.19883552690347037},{"text":"So if it was, like, so many people, I might say, okay.","start":1123.1699,"end":1126.47,"sentiment":"neutral","sentiment_score":-0.1792507010201613},{"text":"Because other people are sharing the Wi Fi.","start":1126.69,"end":1129.33,"sentiment":"neutral","sentiment_score":-0.1697825025767088},{"text":"That's why it's lagging, but it's just me.","start":1129.33,"end":1131.19,"sentiment":"neutral","sentiment_score":-0.29101318679749966},{"text":"You understand what I mean?","start":1131.4099,"end":1132.665,"sentiment":"neutral","sentiment_score":-0.079810032248497}],"sentiment":"neutral","sentiment_score":-0.18980362969968054,"num_words":36,"start":1122.45,"end":1132.665},{"sentences":[{"text":"So there's no there's no solution to this?","start":1140.665,"end":1142.925,"sentiment":"neutral","sentiment_score":-0.3229107726365328},{"text":"There's no solution?","start":1145.27,"end":1146.07,"sentiment":"negative","sentiment_score":-0.3398654063542684},{"text":"You guys can not do anything.","start":1146.07,"end":1147.51,"sentiment":"negative","sentiment_score":-0.4443393299976985},{"text":"You guys can not increase the speed.","start":1147.51,"end":1149.0299,"sentiment":"neutral","sentiment_score":-0.31222427104200634},{"text":"Nothing?","start":1149.0299,"end":1149.5299,"sentiment":"neutral","sentiment_score":-0.21227125823497772}],"sentiment":"negative","sentiment_score":-0.3466703814268112,"num_words":25,"start":1140.665,"end":1149.5299},{"sentences":[{"text":"Oh.","start":1160.3099,"end":1160.655,"sentiment":"neutral","sentiment_score":-0.07489590346813202},{"text":"Oh.","start":1160.655,"end":1161.155,"sentiment":"neutral","sentiment_score":-0.0706452876329422},{"text":"So what's the point of paying the higher price?","start":1163.135,"end":1165.155,"sentiment":"neutral","sentiment_score":-0.24473625587092507},{"text":"I'm not getting my my game is still lagging.","start":1165.6951,"end":1167.855,"sentiment":"negative","sentiment_score":-0.5777119265662299},{"text":"Everything is lagging.","start":1167.855,"end":1168.995,"sentiment":"negative","sentiment_score":-0.585790753364563}],"sentiment":"negative","sentiment_score":-0.4045629170925721,"num_words":23,"start":1160.3099,"end":1168.995},{"sentences":[{"text":"Oh, god.","start":1170.415,"end":1171.155,"sentiment":"neutral","sentiment_score":-0.04225842282176018},{"text":"And your upload speed, what are you supposed to do?","start":1189.435,"end":1191.775,"sentiment":"neutral","sentiment_score":0.07113421596586704},{"text":"The upload.","start":1196.4751,"end":1197.035,"sentiment":"neutral","sentiment_score":0.011082409415394068},{"text":"The upload.","start":1197.035,"end":1197.675,"sentiment":"neutral","sentiment_score":0.008769983425736427},{"text":"The upload.","start":1197.675,"end":1198.3351,"sentiment":"neutral","sentiment_score":0.006457477807998657}],"sentiment":"neutral","sentiment_score":0.037746947517411575,"num_words":18,"start":1170.415,"end":1198.3351},{"sentences":[{"text":"Okay.","start":1212.56,"end":1213.06,"sentiment":"neutral","sentiment_score":0.10933375358581544},{"text":"So do you think it's from maybe a router or something?","start":1213.76,"end":1216.5801,"sentiment":"neutral","sentiment_score":0.018596125004643745},{"text":"Can you hear me?","start":1246.125,"end":1247.105,"sentiment":"neutral","sentiment_score":0.002850066404789686},{"text":"Yeah.","start":1252.605,"end":1252.855,"sentiment":"neutral","sentiment_score":-0.030364178121089935},{"text":"Why?","start":1252.855,"end":1253.355,"sentiment":"neutral","sentiment_score":0.005034562200307846}],"sentiment":"neutral","sentiment_score":0.016664543240848515,"num_words":18,"start":1212.56,"end":1253.355},{"sentences":[{"text":"Okay.","start":1263.38,"end":1263.88,"sentiment":"neutral","sentiment_score":0.024237092584371567},{"text":"What what what are you saying?","start":1268.02,"end":1270.58,"sentiment":"neutral","sentiment_score":-0.03652963787317276},{"text":"Sorry.","start":1270.58,"end":1270.74,"sentiment":"neutral","sentiment_score":-0.13611505925655365},{"text":"What what what do you what did you say?","start":1270.74,"end":1272.4401,"sentiment":"neutral","sentiment_score":-0.13278684930668938},{"text":"What's the team?","start":1310.935,"end":1311.915,"sentiment":"neutral","sentiment_score":-0.025410686309138935}],"sentiment":"neutral","sentiment_score":-0.08011847482994199,"num_words":20,"start":1263.38,"end":1311.915},{"sentences":[{"text":"I don't even know.","start":1312.59,"end":1322.59,"sentiment":"neutral","sentiment_score":-0.16753792017698288},{"text":"I've checked everything that I know of.","start":1322.59,"end":1325.09,"sentiment":"neutral","sentiment_score":-0.13785345320190703},{"text":"I'll check everything that I know.","start":1327.085,"end":1328.925,"sentiment":"neutral","sentiment_score":0.015912207464377087},{"text":"I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet.","start":1328.925,"end":1337.905,"sentiment":"neutral","sentiment_score":-0.057110637702323774},{"text":"Oh my god.","start":1355.515,"end":1355.995,"sentiment":"negative","sentiment_score":-0.4834061364332835}],"sentiment":"neutral","sentiment_score":-0.096422515651013,"num_words":47,"start":1312.59,"end":1355.995},{"sentences":[{"text":"I don't know what to do.","start":1355.995,"end":1356.955,"sentiment":"negative","sentiment_score":-0.5344779193401337},{"text":"This is frustrating me to be honest.","start":1356.955,"end":1358.815,"sentiment":"negative","sentiment_score":-0.6998605813298907},{"text":"Do like, I'm playing now.","start":1358.875,"end":1359.915,"sentiment":"negative","sentiment_score":-0.505253916978836},{"text":"It's still lagging.","start":1359.915,"end":1360.815,"sentiment":"negative","sentiment_score":-0.649262805779775},{"text":"I'm still I'm playing now.","start":1362.315,"end":1363.755,"sentiment":"neutral","sentiment_score":-0.3233854830265045}],"sentiment":"negative","sentiment_score":-0.5460337308736948,"num_words":26,"start":1355.995,"end":1363.755},{"sentences":[{"text":"It's still lagging.","start":1363.755,"end":1364.715,"sentiment":"negative","sentiment_score":-0.5171873966852824},{"text":"I cannot even do anything with my with Flex.","start":1364.715,"end":1366.875,"sentiment":"negative","sentiment_score":-0.5180105566978455},{"text":"I can't do anything.","start":1366.875,"end":1367.9349,"sentiment":"negative","sentiment_score":-0.37228618562221527},{"text":"It's still lagging.","start":1368.075,"end":1369.215,"sentiment":"negative","sentiment_score":-0.4908042947451274},{"text":"Yeah.","start":1376.7999,"end":1377.2,"sentiment":"neutral","sentiment_score":-0.04812794178724289}],"sentiment":"negative","sentiment_score":-0.4611671384423971,"num_words":20,"start":1363.755,"end":1377.2},{"sentences":[{"text":"It happened it happened before, but I was thinking I was thinking because I didn't have I I I've not connected the n d, a new dwelling, whatever it's called.","start":1377.2,"end":1386.005,"sentiment":"neutral","sentiment_score":-0.11686092279851437},{"text":"So I was thinking, okay.","start":1386.065,"end":1387.265,"sentiment":"neutral","sentiment_score":-0.15933449268341066},{"text":"Maybe that's the reason why it's not working.","start":1387.265,"end":1389.345,"sentiment":"neutral","sentiment_score":-0.2715346533805132},{"text":"You know what I mean?","start":1389.345,"end":1390.145,"sentiment":"neutral","sentiment_score":-0.07540802061557769},{"text":"But now everything is connected.","start":1390.145,"end":1391.605,"sentiment":"neutral","sentiment_score":-0.033719093352556226}],"sentiment":"neutral","sentiment_score":-0.1324606215897596,"num_words":53,"start":1377.2,"end":1391.605},{"sentences":[{"text":"You know?","start":1392.705,"end":1393.365,"sentiment":"neutral","sentiment_score":-0.027302940376102924},{"text":"Oh, god.","start":1406.01,"end":1406.67,"sentiment":"neutral","sentiment_score":-0.16557960957288742},{"text":"I'm getting the right speed, buddy.","start":1407.61,"end":1408.99,"sentiment":"neutral","sentiment_score":-0.04458035218218962},{"text":"I'm getting the right speed, but it's not working.","start":1409.77,"end":1411.53,"sentiment":"neutral","sentiment_score":-0.17817115369770262},{"text":"It might get it's still like there's no point.","start":1411.53,"end":1413.37,"sentiment":"negative","sentiment_score":-0.3652110762066311}],"sentiment":"neutral","sentiment_score":-0.19798883150464722,"num_words":28,"start":1392.705,"end":1413.37},{"sentences":[{"text":"Like, and I'm paying high.","start":1413.37,"end":1415.035,"sentiment":"neutral","sentiment_score":-0.26109581291675565},{"text":"I'm still paying high.","start":1415.335,"end":1416.635,"sentiment":"neutral","sentiment_score":-0.21309026330709457},{"text":"Oh, gosh.","start":1440.1001,"end":1440.825,"sentiment":"neutral","sentiment_score":-0.05926593206822872},{"text":"Don't even know what to do to get it.","start":1440.9049,"end":1442.505,"sentiment":"neutral","sentiment_score":-0.09279207388559978},{"text":"I'm I'm just So what should I do now?","start":1442.505,"end":1472.745,"sentiment":"neutral","sentiment_score":0.0042191487219598554}],"sentiment":"neutral","sentiment_score":-0.1059837347731508,"num_words":29,"start":1413.37,"end":1472.745},{"sentences":[{"text":"Okay.","start":1490.22,"end":1490.72,"sentiment":"neutral","sentiment_score":-0.030511174350976944},{"text":"Okay.","start":1503.665,"end":1503.985,"sentiment":"neutral","sentiment_score":-0.09501346945762634},{"text":"I don't know what to do.","start":1503.985,"end":1504.865,"sentiment":"neutral","sentiment_score":-0.2633323644598325},{"text":"I don't know what to do.","start":1504.865,"end":1505.7849,"sentiment":"neutral","sentiment_score":-0.31490252415339154},{"text":"It's this is this is frustrating me.","start":1505.7849,"end":1507.905,"sentiment":"negative","sentiment_score":-0.6047326964991433}],"sentiment":"negative","sentiment_score":-0.37276489766580717,"num_words":21,"start":1490.22,"end":1507.905},{"sentences":[{"text":"I don't know what to do, to be honest.","start":1507.905,"end":1509.1849,"sentiment":"negative","sentiment_score":-0.53608305255572},{"text":"I don't actually don't know what to do.","start":1509.1849,"end":1510.885,"sentiment":"negative","sentiment_score":-0.4488890916109085},{"text":"I've tried everything I know.","start":1511.905,"end":1513.47,"sentiment":"neutral","sentiment_score":-0.25318004190921783},{"text":"I've tried to put a router on you on five g, but yet nothing is working.","start":1514.11,"end":1519.09,"sentiment":"neutral","sentiment_score":-0.2105369996279478},{"text":"Alright.","start":1553.515,"end":1554.015,"sentiment":"neutral","sentiment_score":-0.07197108119726181}],"sentiment":"negative","sentiment_score":-0.3364698330943401,"num_words":39,"start":1507.905,"end":1554.015},{"sentences":[{"text":"I'll I'll try again.","start":1554.955,"end":1556.235,"sentiment":"neutral","sentiment_score":-0.07824217341840267},{"text":"I think and if it's not working, I don't know what to do.","start":1556.235,"end":1559.375,"sentiment":"neutral","sentiment_score":-0.25196519035559434},{"text":"I I will let you know again.","start":1559.515,"end":1560.7949,"sentiment":"neutral","sentiment_score":0.07713017399821963},{"text":"I will see how it goes these few days.","start":1560.7949,"end":1562.395,"sentiment":"neutral","sentiment_score":0.1739838851822747},{"text":"I will let you know.","start":1562.395,"end":1563.535,"sentiment":"neutral","sentiment_score":0.14027205407619475}],"sentiment":"neutral","sentiment_score":-0.02056288719177246,"num_words":38,"start":1554.955,"end":1563.535},{"sentences":[{"text":"Alright?","start":1564.395,"end":1564.895,"sentiment":"neutral","sentiment_score":0.09868741035461426},{"text":"Okay.","start":1605.21,"end":1605.71,"sentiment":"neutral","sentiment_score":-0.0006280140951275826},{"text":"I'll I'll try.","start":1606.185,"end":1611.005,"sentiment":"neutral","sentiment_score":0.016288789610068004},{"text":"Alright.","start":1611.145,"end":1611.645,"sentiment":"neutral","sentiment_score":0.04477991163730621},{"text":"Do you know now that I'm just I'm just I'm just playing it quick by itself?","start":1612.185,"end":1620.765,"sentiment":"neutral","sentiment_score":-0.0616263416595757}],"sentiment":"neutral","sentiment_score":-0.03610526317391883,"num_words":22,"start":1564.395,"end":1620.765},{"sentences":[{"text":"Like, my network is is frustrating me so bad.","start":1620.86,"end":1624.24,"sentiment":"negative","sentiment_score":-0.5211020112037659},{"text":"Oh my god.","start":1625.1,"end":1626.0801,"sentiment":"negative","sentiment_score":-0.46504178643226624},{"text":"I feel like crying.","start":1626.14,"end":1627.1,"sentiment":"negative","sentiment_score":-0.5572070255875587},{"text":"Like, sometimes, like, it's so annoying.","start":1627.1,"end":1629.26,"sentiment":"negative","sentiment_score":-0.451613853375117},{"text":"I guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening.","start":1629.26,"end":1635.8401,"sentiment":"negative","sentiment_score":-0.44575704863438237}],"sentiment":"negative","sentiment_score":-0.4711091239005327,"num_words":48,"start":1620.86,"end":1635.8401},{"sentences":[{"text":"Like, I actually don't know what to say.","start":1636.975,"end":1642.095,"sentiment":"negative","sentiment_score":-0.4778255373239517},{"text":"Like, I actually don't know what to say, to be honest.","start":1642.095,"end":1645.135,"sentiment":"negative","sentiment_score":-0.35208801518787036},{"text":"I'm sorry that I'm I'm sounding this robot.","start":1645.135,"end":1647.0549,"sentiment":"neutral","sentiment_score":-0.22566181793808937},{"text":"It's out of my frustration.","start":1647.0549,"end":1648.195,"sentiment":"negative","sentiment_score":-0.40524585247039796},{"text":"I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech.","start":1658.28,"end":1663.515,"sentiment":"neutral","sentiment_score":-0.11970625903743964}],"sentiment":"neutral","sentiment_score":-0.252404465629109,"num_words":58,"start":1636.975,"end":1663.515},{"sentences":[{"text":"They have checked everything.","start":1663.595,"end":1664.475,"sentiment":"neutral","sentiment_score":-0.05063861794769764},{"text":"They said there's nothing wrong with my game.","start":1664.475,"end":1667.055,"sentiment":"neutral","sentiment_score":-0.18304005730897188},{"text":"I don't know.","start":1667.915,"end":1668.735,"sentiment":"neutral","sentiment_score":-0.2641749034325282},{"text":"Anyway, bye for now.","start":1669.435,"end":1672.235,"sentiment":"neutral","sentiment_score":-0.010550281498581171},{"text":"Okay?","start":1672.235,"end":1672.715,"sentiment":"neutral","sentiment_score":0.0068528912961483}],"sentiment":"neutral","sentiment_score":-0.12473739376291633,"num_words":20,"start":1663.595,"end":1672.715},{"sentences":[{"text":"I'll call you again.","start":1672.715,"end":1673.835,"sentiment":"neutral","sentiment_score":0.021242252551019192},{"text":"I'll call again.","start":1673.835,"end":1674.795,"sentiment":"neutral","sentiment_score":0.022383738309144974},{"text":"I'll call you again.","start":1674.795,"end":1675.595,"sentiment":"neutral","sentiment_score":0.028577274177223444},{"text":"I don't know if you guys can do anything, upload the and create the speed or whatever, please.","start":1675.595,"end":1680.3201,"sentiment":"neutral","sentiment_score":-0.016800294630229473},{"text":"I'll I'll I'll I'll surely I'll I'll surely what's it called?","start":1680.78,"end":1685.34,"sentiment":"neutral","sentiment_score":0.03560008633543144}],"sentiment":"neutral","sentiment_score":0.008890624204650522,"num_words":40,"start":1672.715,"end":1685.34},{"sentences":[{"text":"I appreciate it, please.","start":1685.34,"end":1686.88,"sentiment":"neutral","sentiment_score":0.26529164239764214},{"text":"Please.","start":1687.26,"end":1687.76,"sentiment":"neutral","sentiment_score":0.14572694897651672},{"text":"If you guys can do anything, please.","start":1687.98,"end":1689.9,"sentiment":"neutral","sentiment_score":0.07349897867866925},{"text":"Please.","start":1689.9,"end":1690.4,"sentiment":"neutral","sentiment_score":0.12904022634029388},{"text":"Okay.","start":1723.465,"end":1723.965,"sentiment":"neutral","sentiment_score":0.15288308262825012}],"sentiment":"neutral","sentiment_score":0.14309354844902242,"num_words":14,"start":1685.34,"end":1723.965},{"sentences":[{"text":"Alright.","start":1728.905,"end":1729.405,"sentiment":"neutral","sentiment_score":0.2001858949661255},{"text":"Okay.","start":1729.705,"end":1730.105,"sentiment":"neutral","sentiment_score":0.2022043913602829},{"text":"Bye.","start":1730.105,"end":1730.605,"sentiment":"neutral","sentiment_score":0.24676434695720673}],"sentiment":"neutral","sentiment_score":0.21638487776120505,"num_words":3,"start":1728.905,"end":1730.605}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Elaine from Ertle tech support.\n\nChannel 1: Hello. Good morning. Joshua speaking. Oh, Chemeya speaking. I don't know the one you know me with.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. Yeah. Do you remember me? I think you do.\n\nChannel 0: Yeah. Can\n\nChannel 1: Do\n\nChannel 0: I have\n\nChannel 1: you?\n\nChannel 0: your full name, please, for me to check your account?\n\nChannel 1: Yeah. Okay. Chime Joshua Ohabasim. C h I e m e r I e. Chime Joshua Ohabasim.\n\nChannel 0: Shimeri Ohaba Serum.\n\nChannel 1: Yes.\n\nChannel 0: Mhmm. Yeah. May I know your concern, please?\n\nChannel 1: My network is still bad. Very, very bad. Still very bad.\n\nChannel 0: What do you mean by slow speed? It's intermittent\n\nChannel 1: Yes.\n\nChannel 0: Internet connection?\n\nChannel 1: Yeah. Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed. I changed to, and I think you had one that advised me to go with the family plan, which I did, but\n\nChannel 0: Mhmm.\n\nChannel 1: it is still lagging. It's lagging, like oh my god. I couldn't I can't do anything with the network. I don't know what's going on even when I I choose the second to the highest plan.\n\nChannel 0: Yeah. I understand. Is it okay if I check your account for a while? Let me\n\nChannel 1: Yes,\n\nChannel 0: just\n\nChannel 1: please.\n\nChannel 0: put you on hold here. Okay.\n\nChannel 1: Yes,\n\nChannel 0: Hang\n\nChannel 1: please.\n\nChannel 0: on. Hello, Chi?\n\nChannel 1: Yes. I can hear you.\n\nChannel 0: Yes. Thank you for waiting. May I just confirm what plan did you choose? Is it 100 over 20 Mbps?\n\nChannel 1: I'm using hold on. I don't even know how to check this, but I'm quite sure that I'm using the super family or super what's it called again? Hold on. I don't even know how to check, but\n\nChannel 0: Super Familia Fast, which\n\nChannel 1: yes.\n\nChannel 0: is 100\n\nChannel 1: Done.\n\nChannel 0: over 40 MBPS.\n\nChannel 1: Yeah. That's what I'm using. Do you wanna but yeah.\n\nChannel 0: Yeah. Is it okay if you're on a speed test?\n\nChannel 1: Okay. How do I do that?\n\nChannel 0: Yeah. I'm going to send you a link on where you're going to run. Hang on. Let me just check. Are you using a laptop right now or a computer?\n\nChannel 1: I'm using a laptop. Yeah.\n\nChannel 0: Yeah. Is your laptop directly connected to the router? Wired?\n\nChannel 1: Yes.\n\nChannel 0: Via\n\nChannel 1: Yes.\n\nChannel 0: wired?\n\nChannel 1: Yes.\n\nChannel 0: Okay. I'm going to send you the link. Kindly run a speed this year, and kindly send me the result. I sent it via WhatsApp.\n\nChannel 1: Okay. I'll use my phone then because now what's happening on my phone? So what do you\n\nChannel 0: Yeah.\n\nChannel 1: want me\n\nChannel 0: But\n\nChannel 1: to do?\n\nChannel 0: is it possible to first to run via your laptop first to get the accurate result? Because your\n\nChannel 1: Okay.\n\nChannel 0: laptop is connected directly to the router.\n\nChannel 1: Alright. Let me send it to my email and try and see if I can how do I do this? Copernet. Let me send to my email. My network is, like it's very it's very it's very I don't even know.\n\nIt's, let's say, annoying. Like, I I changed I changed my network to this, and it's still the same. Like, even when I pay high, it's it's not encouraging at all.\n\nChannel 0: Yeah. I will just need to check. I just need a speed test result for me to have a reference as well.\n\nChannel 1: So I should oh, what's the matter? What's going on? Go. Oh, no. No.\n\nOkay. I'm doing that now.\n\nChannel 0: For the download speed, you should be getting around 90 plus because your download speed is 100. And for the download, you should be getting 20 or\n\nChannel 1: So that\n\nChannel 0: 15\n\nChannel 1: hold on.\n\nChannel 0: plus.\n\nChannel 1: You want me to be getting download speeds at how many?\n\nChannel 0: Sorry?\n\nChannel 1: What say that again. What did you say before?\n\nChannel 0: For the download speed, you should be getting around 90. Yeah. And for the upload speed, you should be getting around ten ten higher. Yeah.\n\nChannel 1: Mhmm. Alright. See see what I think to you. See what the speed is.\n\nChannel 0: Mhmm. Okay. So it's higher than expected. Because\n\nChannel 1: Yeah.\n\nChannel 0: your speed is only 100 over 20, but this is higher. Yeah. So so there seems to be no issue with the speed. I think your game, the one that you're telling me\n\nChannel 1: Yes.\n\nChannel 0: that you're using, needs a higher speed. So if ever we can upgrade higher than this 100 over 20.\n\nChannel 1: So the upload is\n\nChannel 0: If\n\nChannel 1: supposed to be below sorry. Sorry for interrupting\n\nChannel 0: the yeah.\n\nChannel 1: you. So the the speed\n\nChannel 0: Mhmm.\n\nChannel 1: supposed to be below I mean, the upload speed supposed to be below 10, is it? Or 20 what did you say?\n\nChannel 0: The the uploads the download page should be 19\n\nChannel 1: Mhmm.\n\nChannel 0: 90 above only. And for the upload, should be 20 above because your speed is only 100 over 20 MBPS.\n\nChannel 1: Okay.\n\nChannel 0: But\n\nChannel 1: So\n\nChannel 0: you're\n\nChannel 1: that's\n\nChannel 0: getting higher than that.\n\nChannel 1: so that does that mean it's good or not?\n\nChannel 0: Yeah. The speed is good, and there's no issue with the speed.\n\nChannel 1: And you\n\nChannel 0: Yeah. Same\n\nChannel 1: upload?\n\nChannel 0: thing.\n\nChannel 1: So\n\nChannel 0: Because your upload is only supposed to be 20 only, but you're getting 68, which is higher than expected.\n\nChannel 1: but it's not my game is still lagging.\n\nChannel 0: Yeah. So I think this is a problem with your game. I think I mean, your speed. I think your game require a higher speed since you also tell me that from your previous ISP, you're getting slow speed as well when gaming. So I think you need a higher speed for that game because we're getting the right speed, the one that you selected, the plan that you selected.\n\nIs it okay if I check on their end as well?\n\nChannel 1: Please. Yes. Please. Oh, gosh. Yes.\n\nChannel 0: Hello, Chi?\n\nChannel 1: Hello. I can\n\nChannel 0: Yeah. Thank you for waiting. So are you playing through Wi Fi\n\nChannel 1: hear\n\nChannel 0: or an Ethernet cable?\n\nChannel 1: you. I try I haven't tried my cable as well. Like, I tried to to connect the console with my LAN cable. It did not work as well. Like like, right now, I'm trying to play again.\n\nIt's lagging. Like, I don't know. I don't know what's going on to be I'm sorry to I'm sorry\n\nChannel 0: Okay.\n\nChannel 1: to\n\nChannel 0: Yeah.\n\nChannel 1: sound this I'm sorry to sound this way, but it's actually frustrating me. I I guess I I think you understand what that means. It's not yeah.\n\nChannel 0: Yeah. So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location. And does the lag all happen in all games or only in one game?\n\nChannel 1: Sorry. What did you say?\n\nChannel 0: I suggest you check the game server ping and pocket loss because Wi Fi can be ruled out sometimes. And does the lag happen in all games or only one game?\n\nChannel 1: I only have one. I only play one game. I only play FIFA,\n\nChannel 0: Okay.\n\nChannel 1: and\n\nChannel 0: Yeah.\n\nChannel 1: who is\n\nChannel 0: So most\n\nChannel 1: in\n\nChannel 0: like yeah. Most likely, it's related to the game server,\n\nChannel 1: What?\n\nChannel 0: the server location or routing. So I suggest you check that one.\n\nChannel 1: I check all these I check all these. It's it's just I don't know I don't even know what to say. I don't I don't know what to say. I but I check all these to be frank with you. It's not from it's not it's not from there.\n\nThe Wi Fi is not. The network is is is is is\n\nChannel 0: Yeah.\n\nChannel 1: is\n\nChannel 0: Because\n\nChannel 1: is.\n\nChannel 0: there's there's no problem with the speed because we're getting the right speed, and it's higher than expected. Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan. Online gaming doesn't usually require a higher download speed. It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet. Faster plan may only help if several devices are heavily using the connection at the same time.\n\nChannel 1: So so what are you trying to say?\n\nChannel 0: I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem. There's the problem with the routing of the game.\n\nChannel 1: Why is this just mine? Why is this just my own? Like, my friends are not are not doing this. Why is this just mine? Like, they\n\nChannel 0: Sorry?\n\nChannel 1: they have checked everything. It's not it's not\n\nChannel 0: Yeah. But we also check your Internet, and there's there's no issue with the speed as well. Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed. That indicates that we have no reason with the speed, with the plan.\n\nChannel 1: Oh, gosh. I don't even know. So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past? I don't even know if I actually, I don't know what\n\nChannel 0: Yeah. Actually,\n\nChannel 1: to\n\nChannel 0: it really depends on your game because you're\n\nChannel 1: say.\n\nChannel 0: getting the right\n\nChannel 1: It's\n\nChannel 0: stick.\n\nChannel 1: not it's not actually game. It's network is bad. How is how how does it have to do with the game?\n\nChannel 0: Mhmm.\n\nChannel 1: How does it have to do with game? I'm not sure it's the game. It's just it's not just working.\n\nChannel 0: Yeah. It could be a game server congestion or\n\nChannel 1: And,\n\nChannel 0: increased\n\nChannel 1: also,\n\nChannel 0: household usage. Yeah.\n\nChannel 1: it's it's just me it's just me that's living here. I'm not living with anyone. So I I I wouldn't say if I'm trying to say there's no much people using the Wi Fi. It's just me. So if it was, like, so many people, I might say, okay.\n\nBecause other people are sharing the Wi Fi. That's why it's lagging, but it's just me. You understand what I mean?\n\nChannel 0: Yeah. I understand. But, yeah, we have checked the speed, and there's no issue with the speed.\n\nChannel 1: So there's no there's no solution to this? There's no solution? You guys can not do anything. You guys can not increase the speed. Nothing?\n\nChannel 0: Yeah. We cannot do anything with the speed because you're getting the right speed. There's no problem with the speed.\n\nChannel 1: Oh. Oh.\n\nChannel 0: Yeah.\n\nChannel 1: So what's the point of paying the higher price? I'm not getting my my game is still lagging. Everything is lagging.\n\nChannel 0: Yeah.\n\nChannel 1: Oh,\n\nChannel 0: You're\n\nChannel 1: god.\n\nChannel 0: as you can see here, your speed is only 100 over 20. I also messaged it to you. But here, you're getting higher than that, So we have no problem with the speed.\n\nChannel 1: And your upload speed, what\n\nChannel 0: I\n\nChannel 1: are\n\nChannel 0: think\n\nChannel 1: you supposed to do?\n\nChannel 0: Supposed to be your speed?\n\nChannel 1: The upload. The upload. The upload.\n\nChannel 0: 20. But here, you're getting higher than 20. So your speed is working fine. There's no problem with your speed.\n\nChannel 1: Okay. So do you think it's from maybe a router or something?\n\nChannel 0: I don't think it's at the router as well because we're getting the we're getting higher than the actual speed. Yes, sir.\n\nChannel 1: Can you hear me?\n\nChannel 0: Yeah. But I'm not recommending you to get a new router because\n\nChannel 1: Yeah. Why?\n\nChannel 0: it's working as expected. The speed indicates that there's no issue with the router.\n\nChannel 1: Okay.\n\nChannel 0: Maybe the game connects to a different server from the one\n\nChannel 1: What\n\nChannel 0: used by the\n\nChannel 1: what what are you saying? Sorry. What what what do you what did you say?\n\nChannel 0: yeah. So the issue here is might be related to the game or its server rather than your connection speed. The game game connects to a different server from the one used by the speed test. If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good. So I suggest you try to check the game setting.\n\nChannel 1: What's the team? I\n\nChannel 0: Actually, I don't have any idea about the game.\n\nChannel 1: don't even know. I've checked everything that I know of.\n\nChannel 0: Yeah.\n\nChannel 1: I'll check everything that I know. I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet.\n\nChannel 0: Yeah. But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that.\n\nChannel 1: Oh my god. I don't know what to do. This is frustrating me to be honest. Do like, I'm playing now. It's still lagging.\n\nChannel 0: Yeah.\n\nChannel 1: I'm still I'm playing now. It's still lagging. I cannot even do anything with my with Flex. I can't\n\nChannel 0: Yep.\n\nChannel 1: do anything. It's still lagging.\n\nChannel 0: Mhmm. And you mentioned that it's happened as well from your previous provider?\n\nChannel 1: Yeah. It happened it happened\n\nChannel 0: Yeah.\n\nChannel 1: before,\n\nChannel 0: So I\n\nChannel 1: but\n\nChannel 0: think\n\nChannel 1: I was thinking I was thinking because I didn't have I I I've not connected the n d, a new dwelling, whatever it's called. So I was thinking, okay. Maybe that's the reason why it's not working. You know what I mean? But now everything is connected.\n\nYou know?\n\nChannel 0: Yeah. Yeah. But we cannot do anything with that since you're getting the right speed.\n\nChannel 1: Oh, god.\n\nChannel 0: So\n\nChannel 1: I'm getting\n\nChannel 0: there's no\n\nChannel 1: the\n\nChannel 0: problem\n\nChannel 1: right speed, buddy.\n\nChannel 0: with the Internet.\n\nChannel 1: I'm getting the right speed, but it's not working. It might get it's still like there's no point. Like, and I'm paying high. I'm still paying high.\n\nChannel 0: Yeah. I understand. But you're getting the right speed, so you're you're paying for the right plan.\n\nChannel 1: Oh, gosh. Don't even know\n\nChannel 0: We'll\n\nChannel 1: what\n\nChannel 0: try\n\nChannel 1: to do to get\n\nChannel 0: yeah.\n\nChannel 1: it. I'm\n\nChannel 0: We'll\n\nChannel 1: I'm\n\nChannel 0: troubleshoot\n\nChannel 1: just\n\nChannel 0: it. Yeah. We'll try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that. So there is no issue with the Internet.\n\nChannel 1: So what should I do now?\n\nChannel 0: I suggest you check the game server and the settings. Yeah. Because there's no issue with the Internet.\n\nChannel 1: Okay. Okay. I don't know what to do. I don't know what to do. It's this is this is frustrating me.\n\nI don't know what to do, to be honest. I don't actually don't know what to do. I've tried everything I know. I've tried to put a router on you on five g, but yet nothing is working.\n\nChannel 0: Mhmm.\n\nChannel 1: Alright. I'll I'll try again. I think and if it's not working, I don't know what to do. I I will let you know again. I will see how it goes these few days.\n\nI will let you know. Alright?\n\nChannel 0: Yeah. Please yeah. Because we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan. There doesn't appear to be an issue with the Internet speed. So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania.\n\nYou can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server.\n\nChannel 1: Okay. I'll\n\nChannel 0: Yeah.\n\nChannel 1: I'll\n\nChannel 0: Mhmm. Okay then.\n\nChannel 1: try.\n\nChannel 0: Just let\n\nChannel 1: Alright.\n\nChannel 0: us know if,\n\nChannel 1: Do\n\nChannel 0: yeah, if you run into any issues with your Internet.\n\nChannel 1: you know now that I'm just I'm just I'm just playing it quick by itself? Like, my network is is frustrating me so bad. Oh my god. I feel like crying. Like, sometimes, like, it's so annoying.\n\nI guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening. Like, I actually don't know what to say. Like, I actually don't know what to say, to be honest. I'm sorry that I'm I'm sounding\n\nChannel 0: Yes.\n\nChannel 1: this robot. It's out of my frustration.\n\nChannel 0: Yeah. We understand. But it's beyond our control as well because I think the issue is related to the game, not with the Internet.\n\nChannel 1: I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech. They have checked everything. They said there's nothing wrong with my game. I don't know. Anyway,\n\nChannel 0: Okay.\n\nChannel 1: bye\n\nChannel 0: But\n\nChannel 1: for now. Okay? I'll call\n\nChannel 0: yeah.\n\nChannel 1: you again. I'll call again. I'll call you again. I don't know if you guys can do anything, upload the and create the speed or whatever, please. I'll I'll I'll I'll surely I'll I'll surely what's it called?\n\nI appreciate it, please. Please.\n\nChannel 0: Yeah.\n\nChannel 1: If you guys can\n\nChannel 0: But\n\nChannel 1: do anything, please. Please.\n\nChannel 0: yeah. But, actually, we have checked your speed already and contacted the network team. And it's yeah. It shows that your connection is receiving the correct speed for your plan. So there's there's no issue with the Internet connection.\n\nThe proof is your speed test result, the one that you send me the picture. That is the proof already that there's no issue with the Internet.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm. So yeah.\n\nChannel 1: Alright. Okay. Bye.\n\nChannel 0: Yeah. Thank you. Bye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.4399999,"end":1.92,"sentiment":"neutral","sentiment_score":0.08595319092273712},{"text":"Good morning.","start":1.92,"end":2.56,"sentiment":"neutral","sentiment_score":0.2554001957178116},{"text":"This is Elaine from Ertle tech support.","start":2.56,"end":5.38,"sentiment":"neutral","sentiment_score":0.20148283456053054}],"sentiment":"neutral","sentiment_score":0.2007133424282074,"channel":0,"num_words":10,"start":1.4399999,"end":5.38},{"sentences":[{"text":"Hello.","start":6.24,"end":6.64,"sentiment":"neutral","sentiment_score":0.1120019257068634},{"text":"Good morning.","start":6.64,"end":7.12,"sentiment":"neutral","sentiment_score":0.1976977437734604},{"text":"Joshua speaking.","start":7.12,"end":8.02,"sentiment":"neutral","sentiment_score":0.05997077748179436},{"text":"Oh, Chemeya speaking.","start":8.16,"end":9.2,"sentiment":"neutral","sentiment_score":0.02178664195040862},{"text":"I don't know the one you know me with.","start":9.2,"end":10.9,"sentiment":"neutral","sentiment_score":-0.04148713478611575}],"sentiment":"neutral","sentiment_score":0.018783216529032764,"channel":1,"num_words":17,"start":6.24,"end":10.9},{"sentences":[{"text":"Mhmm.","start":12.4,"end":12.9,"sentiment":"neutral","sentiment_score":-0.010697511956095695}],"sentiment":"neutral","sentiment_score":-0.010697511956095695,"channel":0,"num_words":1,"start":12.4,"end":12.9},{"sentences":[{"text":"Yeah.","start":13.28,"end":13.599999,"sentiment":"neutral","sentiment_score":-0.004376549273729324},{"text":"Yeah.","start":13.599999,"end":13.84,"sentiment":"neutral","sentiment_score":-0.005878807045519352},{"text":"Do you remember me?","start":13.84,"end":15.139999,"sentiment":"neutral","sentiment_score":-0.00627403287217021},{"text":"I think you do.","start":15.825,"end":17.805,"sentiment":"neutral","sentiment_score":0.004933938384056091}],"sentiment":"neutral","sentiment_score":-0.001561573427170515,"channel":1,"num_words":10,"start":13.28,"end":17.805},{"sentences":[{"text":"Yeah.","start":17.645,"end":18.145,"sentiment":"neutral","sentiment_score":0.016799744218587875},{"text":"Can","start":18.205,"end":18.365,"sentiment":"neutral","sentiment_score":0.01586313173174858}],"sentiment":"neutral","sentiment_score":0.016331437975168228,"channel":0,"num_words":2,"start":17.645,"end":18.365},{"sentences":[{"text":"Do","start":18.305,"end":18.465,"sentiment":"neutral","sentiment_score":0.017711134627461433}],"sentiment":"neutral","sentiment_score":0.017711134627461433,"channel":1,"num_words":1,"start":18.305,"end":18.465},{"sentences":[{"text":"I have","start":18.365,"end":18.685,"sentiment":"neutral","sentiment_score":0.025395361706614494}],"sentiment":"neutral","sentiment_score":0.025395361706614494,"channel":0,"num_words":2,"start":18.365,"end":18.685},{"sentences":[{"text":"you?","start":18.465,"end":18.965,"sentiment":"neutral","sentiment_score":0.021251197904348373}],"sentiment":"neutral","sentiment_score":0.021251197904348373,"channel":1,"num_words":1,"start":18.465,"end":18.965},{"sentences":[{"text":"your full name, please, for me to check your account?","start":18.685,"end":21.185,"sentiment":"neutral","sentiment_score":0.020966354571282864}],"sentiment":"neutral","sentiment_score":0.020966354571282864,"channel":0,"num_words":10,"start":18.685,"end":21.185},{"sentences":[{"text":"Yeah.","start":21.744999,"end":21.985,"sentiment":"neutral","sentiment_score":0.01490580290555954},{"text":"Okay.","start":21.985,"end":22.305,"sentiment":"neutral","sentiment_score":0.015582706779241562},{"text":"Chime Joshua Ohabasim.","start":22.305,"end":23.685,"sentiment":"neutral","sentiment_score":0.01476548674205939},{"text":"C h I e m e r I e.","start":27.105,"end":29.105,"sentiment":"neutral","sentiment_score":0.008753497619181871},{"text":"Chime Joshua Ohabasim.","start":29.105,"end":30.485,"sentiment":"neutral","sentiment_score":0.013983150633672873}],"sentiment":"neutral","sentiment_score":0.011500935316743219,"channel":1,"num_words":17,"start":21.744999,"end":30.485},{"sentences":[{"text":"Shimeri Ohaba Serum.","start":37.11,"end":39.05,"sentiment":"neutral","sentiment_score":0.01671920157968998}],"sentiment":"neutral","sentiment_score":0.01671920157968998,"channel":0,"num_words":3,"start":37.11,"end":39.05},{"sentences":[{"text":"Yes.","start":39.61,"end":40.11,"sentiment":"neutral","sentiment_score":0.014562021009624004}],"sentiment":"neutral","sentiment_score":0.014562021009624004,"channel":1,"num_words":1,"start":39.61,"end":40.11},{"sentences":[{"text":"Mhmm.","start":40.949997,"end":41.11,"sentiment":"neutral","sentiment_score":0.006524739786982536},{"text":"Yeah.","start":41.11,"end":41.61,"sentiment":"neutral","sentiment_score":0.007959984242916107},{"text":"May I know your concern, please?","start":42.105,"end":43.805,"sentiment":"neutral","sentiment_score":0.0009629198660453161}],"sentiment":"neutral","sentiment_score":0.0025327804032713175,"channel":0,"num_words":8,"start":40.949997,"end":43.805},{"sentences":[{"text":"My network is still bad.","start":44.945,"end":46.964996,"sentiment":"negative","sentiment_score":-0.5347410202026367},{"text":"Very, very bad.","start":47.344997,"end":48.885,"sentiment":"negative","sentiment_score":-0.562027116616567},{"text":"Still very bad.","start":49.824997,"end":50.964996,"sentiment":"negative","sentiment_score":-0.40987921754519147}],"sentiment":"negative","sentiment_score":-0.5081294639544054,"channel":1,"num_words":11,"start":44.945,"end":50.964996},{"sentences":[{"text":"What do you mean by slow speed?","start":53.225,"end":55.645,"sentiment":"neutral","sentiment_score":-0.18317416310310364},{"text":"It's intermittent","start":55.864998,"end":56.605,"sentiment":"neutral","sentiment_score":-0.09056097641587257}],"sentiment":"neutral","sentiment_score":-0.16259345495038563,"channel":0,"num_words":9,"start":53.225,"end":56.605},{"sentences":[{"text":"Yes.","start":56.305,"end":56.805,"sentiment":"neutral","sentiment_score":-0.04218757897615433}],"sentiment":"neutral","sentiment_score":-0.04218757897615433,"channel":1,"num_words":1,"start":56.305,"end":56.805},{"sentences":[{"text":"Internet connection?","start":57.2,"end":58.100002,"sentiment":"neutral","sentiment_score":-0.07909191399812698}],"sentiment":"neutral","sentiment_score":-0.07909191399812698,"channel":0,"num_words":2,"start":57.2,"end":58.100002},{"sentences":[{"text":"Yeah.","start":58.78,"end":59.26,"sentiment":"neutral","sentiment_score":-0.11196132004261015},{"text":"Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed.","start":59.26,"end":74.475,"sentiment":"neutral","sentiment_score":-0.20829786271566436},{"text":"I changed to, and I think you had one that advised me to go with the family plan, which I did, but","start":74.695,"end":84.01,"sentiment":"neutral","sentiment_score":-0.09940016811544244}],"sentiment":"neutral","sentiment_score":-0.16995808080984995,"channel":1,"num_words":65,"start":58.78,"end":84.01},{"sentences":[{"text":"Mhmm.","start":84.12,"end":84.62,"sentiment":"neutral","sentiment_score":-0.15355364978313446}],"sentiment":"neutral","sentiment_score":-0.15355364978313446,"channel":0,"num_words":1,"start":84.12,"end":84.62},{"sentences":[{"text":"it is still lagging.","start":84.23,"end":85.37,"sentiment":"negative","sentiment_score":-0.45799826085567474},{"text":"It's lagging, like oh my god.","start":85.91,"end":88.55,"sentiment":"negative","sentiment_score":-0.4630734622478485},{"text":"I couldn't I can't do anything with the network.","start":88.55,"end":90.630005,"sentiment":"negative","sentiment_score":-0.4222732020748986},{"text":"I don't know what's going on even when I I choose the second to the highest plan.","start":90.630005,"end":94.810005,"sentiment":"neutral","sentiment_score":-0.26759087425820965}],"sentiment":"negative","sentiment_score":-0.3599982638325956,"channel":1,"num_words":36,"start":84.23,"end":94.810005},{"sentences":[{"text":"Yeah.","start":97.16,"end":97.4,"sentiment":"neutral","sentiment_score":-0.04094487428665161},{"text":"I understand.","start":97.4,"end":98.15,"sentiment":"neutral","sentiment_score":-0.0313839428126812},{"text":"Is it okay if I check your account for a while?","start":99.065,"end":102.125,"sentiment":"neutral","sentiment_score":0.02153904007917101},{"text":"Let 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here.","start":102.825,"end":104.125,"sentiment":"neutral","sentiment_score":0.009291334822773934},{"text":"Okay.","start":104.425,"end":104.745,"sentiment":"neutral","sentiment_score":0.02003715932369232}],"sentiment":"neutral","sentiment_score":0.011082305572926998,"channel":0,"num_words":6,"start":102.825,"end":104.745},{"sentences":[{"text":"Yes,","start":104.495,"end":104.895004,"sentiment":"neutral","sentiment_score":0.022950738668441772}],"sentiment":"neutral","sentiment_score":0.022950738668441772,"channel":1,"num_words":1,"start":104.495,"end":104.895004},{"sentences":[{"text":"Hang","start":104.745,"end":104.985,"sentiment":"neutral","sentiment_score":0.02492830902338028}],"sentiment":"neutral","sentiment_score":0.02492830902338028,"channel":0,"num_words":1,"start":104.745,"end":104.985},{"sentences":[{"text":"please.","start":104.895004,"end":105.395004,"sentiment":"neutral","sentiment_score":0.020137622952461243}],"sentiment":"neutral","sentiment_score":0.020137622952461243,"channel":1,"num_words":1,"start":104.895004,"end":105.395004},{"sentences":[{"text":"on.","start":104.985,"end":105.485,"sentiment":"neutral","sentiment_score":0.014348669908940792},{"text":"Hello, Chi?","start":163.075,"end":164.135,"sentiment":"neutral","sentiment_score":0.0314597524702549}],"sentiment":"neutral","sentiment_score":0.025756058283150196,"channel":0,"num_words":3,"start":104.985,"end":164.135},{"sentences":[{"text":"Yes.","start":164.575,"end":164.73499,"sentiment":"neutral","sentiment_score":0.04481719806790352},{"text":"I can hear you.","start":164.73499,"end":165.795,"sentiment":"neutral","sentiment_score":0.05532005149871111}],"sentiment":"neutral","sentiment_score":0.05321948081254959,"channel":1,"num_words":5,"start":164.575,"end":165.795},{"sentences":[{"text":"Yes.","start":165.875,"end":166.19499,"sentiment":"neutral","sentiment_score":0.09811002016067503},{"text":"Thank you for waiting.","start":166.19499,"end":167.17499,"sentiment":"neutral","sentiment_score":0.21897440031170845},{"text":"May I just confirm what plan did you choose?","start":167.39499,"end":172.12001,"sentiment":"neutral","sentiment_score":0.09617239816321267},{"text":"Is it 100 over 20 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which","start":196.405,"end":200.34999,"sentiment":"neutral","sentiment_score":0.041844903491437435}],"sentiment":"neutral","sentiment_score":0.041844903491437435,"channel":0,"num_words":4,"start":196.405,"end":200.34999},{"sentences":[{"text":"yes.","start":200.2,"end":200.7,"sentiment":"neutral","sentiment_score":0.026389481499791145}],"sentiment":"neutral","sentiment_score":0.026389481499791145,"channel":1,"num_words":1,"start":200.2,"end":200.7},{"sentences":[{"text":"is 100","start":200.34999,"end":201.06999,"sentiment":"neutral","sentiment_score":0.024639679118990898}],"sentiment":"neutral","sentiment_score":0.024639679118990898,"channel":0,"num_words":2,"start":200.34999,"end":201.06999},{"sentences":[{"text":"Done.","start":200.76,"end":201.26,"sentiment":"neutral","sentiment_score":0.013211660087108612}],"sentiment":"neutral","sentiment_score":0.013211660087108612,"channel":1,"num_words":1,"start":200.76,"end":201.26},{"sentences":[{"text":"over 40 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just check.","start":221.36499,"end":222.50499,"sentiment":"neutral","sentiment_score":0.0447985390201211},{"text":"Are you using a laptop right now or a computer?","start":224.64499,"end":227.14499,"sentiment":"neutral","sentiment_score":0.01113950191065669}],"sentiment":"neutral","sentiment_score":0.052833821966002385,"channel":0,"num_words":30,"start":212.26999,"end":227.14499},{"sentences":[{"text":"I'm using a laptop.","start":227.78,"end":228.92,"sentiment":"neutral","sentiment_score":0.01140651199966669},{"text":"Yeah.","start":229.14,"end":229.64,"sentiment":"neutral","sentiment_score":0.03342783451080322}],"sentiment":"neutral","sentiment_score":0.015810776501893997,"channel":1,"num_words":5,"start":227.78,"end":229.64},{"sentences":[{"text":"Yeah.","start":230.05,"end":230.53,"sentiment":"neutral","sentiment_score":0.031582385301589966},{"text":"Is your laptop directly connected to the 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going to send you the link.","start":237.57,"end":239.27,"sentiment":"neutral","sentiment_score":0.2004887525524412},{"text":"Kindly run a speed this year, and kindly send me the result.","start":239.33,"end":243.27,"sentiment":"neutral","sentiment_score":0.2422231025993824},{"text":"I sent it via WhatsApp.","start":247.465,"end":249.565,"sentiment":"neutral","sentiment_score":0.1380065992474556}],"sentiment":"neutral","sentiment_score":0.2047409462928772,"channel":0,"num_words":25,"start":236.45001,"end":249.565},{"sentences":[{"text":"Okay.","start":250.18,"end":250.5,"sentiment":"neutral","sentiment_score":0.08965650200843811},{"text":"I'll use my phone then because now what's happening on my phone?","start":250.5,"end":253.31999,"sentiment":"neutral","sentiment_score":0.05386217016105851},{"text":"So what do you","start":254.42,"end":255.06,"sentiment":"neutral","sentiment_score":0.0228031100705266}],"sentiment":"neutral","sentiment_score":0.04865970495430862,"channel":1,"num_words":17,"start":250.18,"end":255.06},{"sentences":[{"text":"Yeah.","start":254.905,"end":255.14499,"sentiment":"neutral","sentiment_score":0.06313394010066986}],"sentiment":"neutral","sentiment_score":0.06313394010066986,"channel":0,"num_words":1,"start":254.905,"end":255.14499},{"sentences":[{"text":"want me","start":255.06,"end":255.29999,"sentiment":"neutral","sentiment_score":0.04829943925142288}],"sentiment":"neutral","sentiment_score":0.04829943925142288,"channel":1,"num_words":2,"start":255.06,"end":255.29999},{"sentences":[{"text":"But","start":255.14499,"end":255.465,"sentiment":"neutral","sentiment_score":0.05269363895058632}],"sentiment":"neutral","sentiment_score":0.05269363895058632,"channel":0,"num_words":1,"start":255.14499,"end":255.465},{"sentences":[{"text":"to 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these.","start":951.59,"end":953.91003,"sentiment":"neutral","sentiment_score":-0.01330179674550891},{"text":"It's it's just I don't know I don't even know what to say.","start":953.91003,"end":956.79004,"sentiment":"neutral","sentiment_score":-0.19647604914811942},{"text":"I don't I don't know what to say.","start":956.79004,"end":957.99,"sentiment":"neutral","sentiment_score":-0.2556879371404648},{"text":"I but I check all these to be frank with you.","start":957.99,"end":959.75,"sentiment":"neutral","sentiment_score":-0.08709777011112733},{"text":"It's not from it's not it's not from there.","start":959.75,"end":961.43,"sentiment":"neutral","sentiment_score":-0.20348328517542946}],"sentiment":"neutral","sentiment_score":-0.15297003158805322,"channel":1,"num_words":49,"start":951.59,"end":961.43},{"sentences":[{"text":"The Wi Fi is not.","start":961.43,"end":962.415,"sentiment":"neutral","sentiment_score":-0.1295716643333435},{"text":"The network is is is is 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there's no problem with the speed because we're getting the right speed, and it's higher than expected.","start":968.68,"end":976.57495,"sentiment":"positive","sentiment_score":0.39201083448198104},{"text":"Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan.","start":976.95496,"end":983.45496,"sentiment":"positive","sentiment_score":0.4437079820781946},{"text":"Online gaming doesn't usually require a higher download speed.","start":984.20996,"end":987.91,"sentiment":"neutral","sentiment_score":0.10433966335323122},{"text":"It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet.","start":988.05,"end":996.23,"sentiment":"neutral","sentiment_score":0.10489991083741187},{"text":"Faster plan may only help if several devices are heavily using the connection at the same time.","start":997.45496,"end":1003.39496,"sentiment":"neutral","sentiment_score":0.06607521675965365}],"sentiment":"neutral","sentiment_score":0.22894820757210255,"channel":0,"num_words":80,"start":968.68,"end":1003.39496},{"sentences":[{"text":"So so what are you trying to say?","start":1004.135,"end":1005.755,"sentiment":"neutral","sentiment_score":0.004862245870754123}],"sentiment":"neutral","sentiment_score":0.004862245870754123,"channel":1,"num_words":8,"start":1004.135,"end":1005.755},{"sentences":[{"text":"I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem.","start":1007.535,"end":1015.42,"sentiment":"neutral","sentiment_score":-0.079341178573668},{"text":"There's the problem with the routing of the 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they","start":1031.475,"end":1032.295,"sentiment":"neutral","sentiment_score":-0.1026756502687931}],"sentiment":"neutral","sentiment_score":-0.26215373945456966,"channel":1,"num_words":27,"start":1022.35504,"end":1032.295},{"sentences":[{"text":"Sorry?","start":1031.9249,"end":1032.4249,"sentiment":"neutral","sentiment_score":-0.08334514498710632}],"sentiment":"neutral","sentiment_score":-0.08334514498710632,"channel":0,"num_words":1,"start":1031.9249,"end":1032.4249},{"sentences":[{"text":"they have checked everything.","start":1032.835,"end":1034.035,"sentiment":"neutral","sentiment_score":-0.07304251845926046},{"text":"It's not it's not","start":1034.035,"end":1035.095,"sentiment":"neutral","sentiment_score":-0.08797070011496544}],"sentiment":"neutral","sentiment_score":-0.08050660928711295,"channel":1,"num_words":8,"start":1032.835,"end":1035.095},{"sentences":[{"text":"Yeah.","start":1037.97,"end":1038.2101,"sentiment":"neutral","sentiment_score":0.024899819865822792},{"text":"But we also check your Internet, and there's there's no issue with the speed as well.","start":1038.2101,"end":1045.35,"sentiment":"neutral","sentiment_score":0.2856141426600516},{"text":"Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed.","start":1045.49,"end":1056.825,"sentiment":"positive","sentiment_score":0.47564540759083773},{"text":"That indicates that we have no reason with the speed, with the plan.","start":1058.965,"end":1065.03,"sentiment":"neutral","sentiment_score":-0.07861985667393757}],"sentiment":"neutral","sentiment_score":0.26590630441319707,"channel":0,"num_words":51,"start":1037.97,"end":1065.03},{"sentences":[{"text":"Oh, gosh.","start":1065.6901,"end":1066.43,"sentiment":"neutral","sentiment_score":-0.07020961306989193},{"text":"I don't even know.","start":1066.97,"end":1067.85,"sentiment":"neutral","sentiment_score":-0.20737621560692787},{"text":"So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past?","start":1067.85,"end":1076.25,"sentiment":"neutral","sentiment_score":-0.1151362637940206},{"text":"I don't even know if I actually, I don't know what","start":1076.25,"end":1078.955,"sentiment":"neutral","sentiment_score":-0.13579338788986206}],"sentiment":"neutral","sentiment_score":-0.1292011213178436,"channel":1,"num_words":36,"start":1065.6901,"end":1078.955},{"sentences":[{"text":"Yeah.","start":1081.415,"end":1081.655,"sentiment":"neutral","sentiment_score":-0.06976864486932755},{"text":"Actually,","start":1081.655,"end":1082.135,"sentiment":"neutral","sentiment_score":-0.06350351125001907}],"sentiment":"neutral","sentiment_score":-0.06663607805967331,"channel":0,"num_words":2,"start":1081.415,"end":1082.135},{"sentences":[{"text":"to","start":1081.855,"end":1082.355,"sentiment":"neutral","sentiment_score":-0.06874449551105499}],"sentiment":"neutral","sentiment_score":-0.06874449551105499,"channel":1,"num_words":1,"start":1081.855,"end":1082.355},{"sentences":[{"text":"it really depends on your game because you're","start":1082.135,"end":1085.3351,"sentiment":"neutral","sentiment_score":-0.07729825610294938}],"sentiment":"neutral","sentiment_score":-0.07729825610294938,"channel":0,"num_words":8,"start":1082.135,"end":1085.3351},{"sentences":[{"text":"say.","start":1085.255,"end":1085.755,"sentiment":"neutral","sentiment_score":-0.0746409147977829}],"sentiment":"neutral","sentiment_score":-0.0746409147977829,"channel":1,"num_words":1,"start":1085.255,"end":1085.755},{"sentences":[{"text":"getting the right","start":1085.3351,"end":1086.295,"sentiment":"neutral","sentiment_score":-0.05584553504983584}],"sentiment":"neutral","sentiment_score":-0.05584553504983584,"channel":0,"num_words":3,"start":1085.3351,"end":1086.295},{"sentences":[{"text":"It's","start":1086.071,"end":1086.571,"sentiment":"neutral","sentiment_score":-0.12102403491735458}],"sentiment":"neutral","sentiment_score":-0.12102403491735458,"channel":1,"num_words":1,"start":1086.071,"end":1086.571},{"sentences":[{"text":"stick.","start":1086.295,"end":1086.795,"sentiment":"neutral","sentiment_score":-0.10031197965145112}],"sentiment":"neutral","sentiment_score":-0.10031197965145112,"channel":0,"num_words":1,"start":1086.295,"end":1086.795},{"sentences":[{"text":"not it's not actually game.","start":1086.887,"end":1089.895,"sentiment":"neutral","sentiment_score":-0.1735418975353241},{"text":"It's network is bad.","start":1089.895,"end":1091.35,"sentiment":"neutral","sentiment_score":-0.2915416285395622},{"text":"How is how how does it have to do with the game?","start":1091.35,"end":1093.9299,"sentiment":"neutral","sentiment_score":-0.08138370979577303}],"sentiment":"neutral","sentiment_score":-0.14335621520876884,"channel":1,"num_words":21,"start":1086.887,"end":1093.9299},{"sentences":[{"text":"Mhmm.","start":1095.0199,"end":1095.5199,"sentiment":"neutral","sentiment_score":-0.02874678000807762}],"sentiment":"neutral","sentiment_score":-0.02874678000807762,"channel":0,"num_words":1,"start":1095.0199,"end":1095.5199},{"sentences":[{"text":"How does it have to do with game?","start":1096.23,"end":1097.4299,"sentiment":"neutral","sentiment_score":-0.04123607790097594},{"text":"I'm not sure it's the game.","start":1097.4299,"end":1098.39,"sentiment":"neutral","sentiment_score":-0.2408517450094223},{"text":"It's just it's not just 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okay.","start":1123.1699,"end":1126.47,"sentiment":"neutral","sentiment_score":-0.1792507010201613}],"sentiment":"neutral","sentiment_score":-0.20240289337781012,"channel":1,"num_words":49,"start":1114.2351,"end":1126.47},{"sentences":[{"text":"Because other people are sharing the Wi Fi.","start":1126.69,"end":1129.33,"sentiment":"neutral","sentiment_score":-0.1697825025767088},{"text":"That's why it's lagging, but it's just me.","start":1129.33,"end":1131.19,"sentiment":"neutral","sentiment_score":-0.29101318679749966},{"text":"You understand what I mean?","start":1131.4099,"end":1132.665,"sentiment":"neutral","sentiment_score":-0.079810032248497}],"sentiment":"neutral","sentiment_score":-0.194543603630293,"channel":1,"num_words":21,"start":1126.69,"end":1132.665},{"sentences":[{"text":"Yeah.","start":1133.655,"end":1134.155,"sentiment":"neutral","sentiment_score":-0.01869062148034573},{"text":"I 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you can see here, your speed is only 100 over 20.","start":1172.73,"end":1177.47,"sentiment":"neutral","sentiment_score":0.04090588012089332},{"text":"I also messaged it to you.","start":1179.0499,"end":1182.11,"sentiment":"neutral","sentiment_score":0.06074896144370238},{"text":"But here, you're getting higher than that, So we have no problem with the speed.","start":1182.89,"end":1188.355,"sentiment":"neutral","sentiment_score":0.12858787489434084}],"sentiment":"neutral","sentiment_score":0.08436916525842565,"channel":0,"num_words":33,"start":1172.73,"end":1188.355},{"sentences":[{"text":"And your upload speed, 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do?","start":1190.635,"end":1191.775,"sentiment":"neutral","sentiment_score":0.028024873696267605}],"sentiment":"neutral","sentiment_score":0.028024873696267605,"channel":1,"num_words":4,"start":1190.635,"end":1191.775},{"sentences":[{"text":"Supposed to be your speed?","start":1194.175,"end":1195.635,"sentiment":"neutral","sentiment_score":0.015626173838973044}],"sentiment":"neutral","sentiment_score":0.015626173838973044,"channel":0,"num_words":5,"start":1194.175,"end":1195.635},{"sentences":[{"text":"The upload.","start":1196.4751,"end":1197.035,"sentiment":"neutral","sentiment_score":0.011082409415394068},{"text":"The upload.","start":1197.035,"end":1197.675,"sentiment":"neutral","sentiment_score":0.008769983425736427},{"text":"The 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sir.","start":1244.7151,"end":1245.535,"sentiment":"neutral","sentiment_score":0.03808318451046944}],"sentiment":"neutral","sentiment_score":-0.08062657696956937,"channel":0,"num_words":22,"start":1219.815,"end":1245.535},{"sentences":[{"text":"Can you hear me?","start":1246.125,"end":1247.105,"sentiment":"neutral","sentiment_score":0.002850066404789686}],"sentiment":"neutral","sentiment_score":0.002850066404789686,"channel":1,"num_words":4,"start":1246.125,"end":1247.105},{"sentences":[{"text":"Yeah.","start":1247.8351,"end":1248.0751,"sentiment":"neutral","sentiment_score":-0.07432206720113754},{"text":"But I'm not recommending you to get a new router 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router.","start":1258.89,"end":1262.1901,"sentiment":"neutral","sentiment_score":0.1620565302670002}],"sentiment":"neutral","sentiment_score":0.19548113378030912,"channel":0,"num_words":14,"start":1253.4501,"end":1262.1901},{"sentences":[{"text":"Okay.","start":1263.38,"end":1263.88,"sentiment":"neutral","sentiment_score":0.024237092584371567}],"sentiment":"neutral","sentiment_score":0.024237092584371567,"channel":1,"num_words":1,"start":1263.38,"end":1263.88},{"sentences":[{"text":"Maybe the game connects to a different server from the one","start":1264.17,"end":1268.17,"sentiment":"neutral","sentiment_score":-0.0038610404695976863}],"sentiment":"neutral","sentiment_score":-0.0038610404695976863,"channel":0,"num_words":11,"start":1264.17,"end":1268.17},{"sentences":[{"text":"What","start":1268.02,"end":1268.52,"sentiment":"neutral","sentiment_score":-0.007517222315073013}],"sentiment":"neutral","sentiment_score":-0.007517222315073013,"channel":1,"num_words":1,"start":1268.02,"end":1268.52},{"sentences":[{"text":"used by the","start":1268.17,"end":1269.2949,"sentiment":"neutral","sentiment_score":-0.022895511860648792}],"sentiment":"neutral","sentiment_score":-0.022895511860648792,"channel":0,"num_words":3,"start":1268.17,"end":1269.2949},{"sentences":[{"text":"what what are you saying?","start":1269.38,"end":1270.58,"sentiment":"neutral","sentiment_score":-0.04233212098479271},{"text":"Sorry.","start":1270.58,"end":1270.74,"sentiment":"neutral","sentiment_score":-0.13611505925655365},{"text":"What what what do you what did you say?","start":1270.74,"end":1272.4401,"sentiment":"neutral","sentiment_score":-0.13278684930668938}],"sentiment":"neutral","sentiment_score":-0.10285715386271477,"channel":1,"num_words":15,"start":1269.38,"end":1272.4401},{"sentences":[{"text":"yeah.","start":1275.995,"end":1276.495,"sentiment":"neutral","sentiment_score":-0.05183529853820801},{"text":"So the issue here is might be related to the game or its server rather than your connection speed.","start":1276.635,"end":1284.255,"sentiment":"neutral","sentiment_score":-0.22530866022172727},{"text":"The game game connects to a different server from the one used by the speed test.","start":1284.7699,"end":1290.1499,"sentiment":"neutral","sentiment_score":-0.15772272646427155},{"text":"If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good.","start":1290.37,"end":1301.245,"sentiment":"negative","sentiment_score":-0.37823734547083193},{"text":"So I suggest you try to check the game setting.","start":1305.785,"end":1308.765,"sentiment":"neutral","sentiment_score":-0.08557638972997665}],"sentiment":"neutral","sentiment_score":-0.24369719924612177,"channel":0,"num_words":72,"start":1275.995,"end":1308.765},{"sentences":[{"text":"What's the team?","start":1310.935,"end":1311.915,"sentiment":"neutral","sentiment_score":-0.025410686309138935},{"text":"I","start":1312.59,"end":1313.09,"sentiment":"neutral","sentiment_score":-0.0838242769241333}],"sentiment":"neutral","sentiment_score":-0.040014083962887526,"channel":1,"num_words":4,"start":1310.935,"end":1313.09},{"sentences":[{"text":"Actually, I don't have any idea about the game.","start":1313.81,"end":1317.67,"sentiment":"neutral","sentiment_score":-0.22548390262656742}],"sentiment":"neutral","sentiment_score":-0.22548390262656742,"channel":0,"num_words":9,"start":1313.81,"end":1317.67},{"sentences":[{"text":"don't even know.","start":1321.95,"end":1322.59,"sentiment":"neutral","sentiment_score":-0.19544246792793274},{"text":"I've checked everything that I know of.","start":1322.59,"end":1325.09,"sentiment":"neutral","sentiment_score":-0.13785345320190703}],"sentiment":"neutral","sentiment_score":-0.15513015761971474,"channel":1,"num_words":10,"start":1321.95,"end":1325.09},{"sentences":[{"text":"Yeah.","start":1327.01,"end":1327.51,"sentiment":"neutral","sentiment_score":-0.01461981236934662}],"sentiment":"neutral","sentiment_score":-0.01461981236934662,"channel":0,"num_words":1,"start":1327.01,"end":1327.51},{"sentences":[{"text":"I'll check everything that I know.","start":1327.085,"end":1328.925,"sentiment":"neutral","sentiment_score":0.015912207464377087},{"text":"I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet.","start":1328.925,"end":1337.905,"sentiment":"neutral","sentiment_score":-0.057110637702323774}],"sentiment":"neutral","sentiment_score":-0.043833756762923615,"channel":1,"num_words":33,"start":1327.085,"end":1337.905},{"sentences":[{"text":"Yeah.","start":1339.98,"end":1340.22,"sentiment":"neutral","sentiment_score":0.05568306148052216},{"text":"But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that.","start":1340.22,"end":1353.645,"sentiment":"neutral","sentiment_score":0.18771935549789462}],"sentiment":"neutral","sentiment_score":0.18331814569731553,"channel":0,"num_words":30,"start":1339.98,"end":1353.645},{"sentences":[{"text":"Oh my 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lagging.","start":1359.915,"end":1360.815,"sentiment":"negative","sentiment_score":-0.649262805779775}],"sentiment":"negative","sentiment_score":-0.5845903332034746,"channel":1,"num_words":24,"start":1355.515,"end":1360.815},{"sentences":[{"text":"Yeah.","start":1362.2051,"end":1362.7051,"sentiment":"neutral","sentiment_score":-0.32162153720855713}],"sentiment":"neutral","sentiment_score":-0.32162153720855713,"channel":0,"num_words":1,"start":1362.2051,"end":1362.7051},{"sentences":[{"text":"I'm still I'm playing now.","start":1362.315,"end":1363.755,"sentiment":"neutral","sentiment_score":-0.3233854830265045},{"text":"It's still lagging.","start":1363.755,"end":1364.715,"sentiment":"negative","sentiment_score":-0.5171873966852824},{"text":"I cannot even do anything with my with Flex.","start":1364.715,"end":1366.875,"sentiment":"negative","sentiment_score":-0.5180105566978455},{"text":"I 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it's happened as well from your previous provider?","start":1371.94,"end":1376.12,"sentiment":"neutral","sentiment_score":-0.12659117951989174}],"sentiment":"neutral","sentiment_score":-0.12927659543660971,"channel":0,"num_words":13,"start":1370.1799,"end":1376.12},{"sentences":[{"text":"Yeah.","start":1376.7999,"end":1377.2,"sentiment":"neutral","sentiment_score":-0.04812794178724289},{"text":"It happened it happened","start":1377.2,"end":1378.8799,"sentiment":"neutral","sentiment_score":-0.07423996552824974}],"sentiment":"neutral","sentiment_score":-0.06901756078004836,"channel":1,"num_words":5,"start":1376.7999,"end":1378.8799},{"sentences":[{"text":"Yeah.","start":1378.58,"end":1378.9,"sentiment":"neutral","sentiment_score":-0.12538641691207886}],"sentiment":"neutral","sentiment_score":-0.12538641691207886,"channel":0,"num_words":1,"start":1378.58,"end":1378.9},{"sentences":[{"text":"before,","start":1378.8799,"end":1379.2,"sentiment":"neutral","sentiment_score":-0.012484073638916016}],"sentiment":"neutral","sentiment_score":-0.012484073638916016,"channel":1,"num_words":1,"start":1378.8799,"end":1379.2},{"sentences":[{"text":"So 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okay.","start":1386.065,"end":1387.265,"sentiment":"neutral","sentiment_score":-0.15933449268341066},{"text":"Maybe that's the reason why it's not working.","start":1387.265,"end":1389.345,"sentiment":"neutral","sentiment_score":-0.2715346533805132},{"text":"You know what I mean?","start":1389.345,"end":1390.145,"sentiment":"neutral","sentiment_score":-0.07540802061557769},{"text":"But now everything is connected.","start":1390.145,"end":1391.605,"sentiment":"neutral","sentiment_score":-0.033719093352556226}],"sentiment":"neutral","sentiment_score":-0.14132669663175623,"channel":1,"num_words":47,"start":1379.44,"end":1391.605},{"sentences":[{"text":"You 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try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that.","start":1445.63,"end":1456.51,"sentiment":"neutral","sentiment_score":-0.019600732636678476},{"text":"So there is no issue with the Internet.","start":1456.51,"end":1458.93,"sentiment":"neutral","sentiment_score":0.11150856409221888}],"sentiment":"neutral","sentiment_score":0.011845155040535963,"channel":0,"num_words":33,"start":1443.6951,"end":1458.93},{"sentences":[{"text":"So what should I do now?","start":1468.3701,"end":1472.745,"sentiment":"neutral","sentiment_score":0.03338389843702316}],"sentiment":"neutral","sentiment_score":0.03338389843702316,"channel":1,"num_words":6,"start":1468.3701,"end":1472.745},{"sentences":[{"text":"I suggest you check the game server and the 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frustrating me.","start":1505.7849,"end":1507.905,"sentiment":"negative","sentiment_score":-0.6047326964991433}],"sentiment":"negative","sentiment_score":-0.37276489766580717,"channel":1,"num_words":21,"start":1490.22,"end":1507.905},{"sentences":[{"text":"I don't know what to do, to be honest.","start":1507.905,"end":1509.1849,"sentiment":"negative","sentiment_score":-0.53608305255572},{"text":"I don't actually don't know what to do.","start":1509.1849,"end":1510.885,"sentiment":"negative","sentiment_score":-0.4488890916109085},{"text":"I've tried everything I know.","start":1511.905,"end":1513.47,"sentiment":"neutral","sentiment_score":-0.25318004190921783},{"text":"I've tried to put a router on you on five g, but yet nothing is working.","start":1514.11,"end":1519.09,"sentiment":"neutral","sentiment_score":-0.2105369996279478}],"sentiment":"negative","sentiment_score":-0.34343032656531586,"channel":1,"num_words":38,"start":1507.905,"end":1519.09},{"sentences":[{"text":"Mhmm.","start":1521.6749,"end":1522.1749,"sentiment":"neutral","sentiment_score":-0.12682005763053894}],"sentiment":"neutral","sentiment_score":-0.12682005763053894,"channel":0,"num_words":1,"start":1521.6749,"end":1522.1749},{"sentences":[{"text":"Alright.","start":1553.515,"end":1554.015,"sentiment":"neutral","sentiment_score":-0.07197108119726181},{"text":"I'll I'll try again.","start":1554.955,"end":1556.235,"sentiment":"neutral","sentiment_score":-0.07824217341840267},{"text":"I think and if it's not working, I don't know what to do.","start":1556.235,"end":1559.375,"sentiment":"neutral","sentiment_score":-0.25196519035559434},{"text":"I I will let you know again.","start":1559.515,"end":1560.7949,"sentiment":"neutral","sentiment_score":0.07713017399821963},{"text":"I will see how it goes these few days.","start":1560.7949,"end":1562.395,"sentiment":"neutral","sentiment_score":0.1739838851822747}],"sentiment":"neutral","sentiment_score":-0.04572709014310556,"channel":1,"num_words":34,"start":1553.515,"end":1562.395},{"sentences":[{"text":"I will let you know.","start":1562.395,"end":1563.535,"sentiment":"neutral","sentiment_score":0.14027205407619475},{"text":"Alright?","start":1564.395,"end":1564.895,"sentiment":"neutral","sentiment_score":0.09868741035461426}],"sentiment":"neutral","sentiment_score":0.13334128012259802,"channel":1,"num_words":6,"start":1562.395,"end":1564.895},{"sentences":[{"text":"Yeah.","start":1564.65,"end":1564.97,"sentiment":"neutral","sentiment_score":0.1173180490732193},{"text":"Please yeah.","start":1564.97,"end":1565.9299,"sentiment":"neutral","sentiment_score":0.1574534848332405},{"text":"Because we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan.","start":1565.9299,"end":1573.2051,"sentiment":"neutral","sentiment_score":0.22578855305910112},{"text":"There doesn't appear to be an issue with the Internet speed.","start":1573.425,"end":1577.365,"sentiment":"neutral","sentiment_score":0.1391738998618993},{"text":"So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania.","start":1578.145,"end":1589.8601,"sentiment":"neutral","sentiment_score":0.02729029289406279}],"sentiment":"neutral","sentiment_score":0.12467694236782559,"channel":0,"num_words":57,"start":1564.65,"end":1589.8601},{"sentences":[{"text":"You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server.","start":1591.28,"end":1604.195,"sentiment":"neutral","sentiment_score":-0.10094351332415552}],"sentiment":"neutral","sentiment_score":-0.10094351332415552,"channel":0,"num_words":34,"start":1591.28,"end":1604.195},{"sentences":[{"text":"Okay.","start":1605.21,"end":1605.71,"sentiment":"neutral","sentiment_score":-0.0006280140951275826},{"text":"I'll","start":1606.185,"end":1606.665,"sentiment":"neutral","sentiment_score":0.006677241995930672}],"sentiment":"neutral","sentiment_score":0.0030246139504015446,"channel":1,"num_words":2,"start":1605.21,"end":1606.665},{"sentences":[{"text":"Yeah.","start":1606.255,"end":1606.755,"sentiment":"neutral","sentiment_score":0.014814397320151327}],"sentiment":"neutral","sentiment_score":0.014814397320151327,"channel":0,"num_words":1,"start":1606.255,"end":1606.755},{"sentences":[{"text":"I'll","start":1606.665,"end":1607.165,"sentiment":"neutral","sentiment_score":0.017295900732278824}],"sentiment":"neutral","sentiment_score":0.017295900732278824,"channel":1,"num_words":1,"start":1606.665,"end":1607.165},{"sentences":[{"text":"Mhmm.","start":1608.495,"end":1608.995,"sentiment":"neutral","sentiment_score":0.017024490982294083},{"text":"Okay 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if,","start":1611.23,"end":1612.29,"sentiment":"neutral","sentiment_score":0.029059403265515964}],"sentiment":"neutral","sentiment_score":0.029059403265515964,"channel":0,"num_words":3,"start":1611.23,"end":1612.29},{"sentences":[{"text":"Do","start":1612.185,"end":1612.685,"sentiment":"neutral","sentiment_score":0.002480190247297287}],"sentiment":"neutral","sentiment_score":0.002480190247297287,"channel":1,"num_words":1,"start":1612.185,"end":1612.685},{"sentences":[{"text":"yeah, if you run into any issues with your Internet.","start":1612.35,"end":1615.73,"sentiment":"neutral","sentiment_score":-0.06335547994822263}],"sentiment":"neutral","sentiment_score":-0.06335547994822263,"channel":0,"num_words":10,"start":1612.35,"end":1615.73},{"sentences":[{"text":"you know now that I'm just I'm just I'm just playing it quick by itself?","start":1616.3451,"end":1620.765,"sentiment":"neutral","sentiment_score":-0.06590011045336723},{"text":"Like, my network is is frustrating me so bad.","start":1620.86,"end":1624.24,"sentiment":"negative","sentiment_score":-0.5211020112037659},{"text":"Oh my god.","start":1625.1,"end":1626.0801,"sentiment":"negative","sentiment_score":-0.46504178643226624},{"text":"I feel like crying.","start":1626.14,"end":1627.1,"sentiment":"negative","sentiment_score":-0.5572070255875587},{"text":"Like, sometimes, like, it's so annoying.","start":1627.1,"end":1629.26,"sentiment":"negative","sentiment_score":-0.451613853375117}],"sentiment":"neutral","sentiment_score":-0.3246501713387064,"channel":1,"num_words":37,"start":1616.3451,"end":1629.26},{"sentences":[{"text":"I guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening.","start":1629.26,"end":1635.8401,"sentiment":"negative","sentiment_score":-0.44575704863438237},{"text":"Like, I actually don't know what to say.","start":1636.975,"end":1642.095,"sentiment":"negative","sentiment_score":-0.4778255373239517},{"text":"Like, I actually don't know what to say, to be honest.","start":1642.095,"end":1645.135,"sentiment":"negative","sentiment_score":-0.35208801518787036},{"text":"I'm sorry that I'm I'm sounding","start":1645.135,"end":1646.4149,"sentiment":"neutral","sentiment_score":-0.22595989207426706}],"sentiment":"negative","sentiment_score":-0.4047257859332889,"channel":1,"num_words":51,"start":1629.26,"end":1646.4149},{"sentences":[{"text":"Yes.","start":1646.12,"end":1646.62,"sentiment":"neutral","sentiment_score":-0.12797893583774567}],"sentiment":"neutral","sentiment_score":-0.12797893583774567,"channel":0,"num_words":1,"start":1646.12,"end":1646.62},{"sentences":[{"text":"this robot.","start":1646.4149,"end":1647.0549,"sentiment":"neutral","sentiment_score":-0.22476759552955627},{"text":"It's out of my frustration.","start":1647.0549,"end":1648.195,"sentiment":"negative","sentiment_score":-0.40524585247039796}],"sentiment":"negative","sentiment_score":-0.353680636201586,"channel":1,"num_words":7,"start":1646.4149,"end":1648.195},{"sentences":[{"text":"Yeah.","start":1647.8,"end":1648.12,"sentiment":"neutral","sentiment_score":-0.16008290648460388},{"text":"We understand.","start":1648.12,"end":1648.78,"sentiment":"neutral","sentiment_score":-0.17636167258024216},{"text":"But it's beyond our control as well because I think the issue is related to the game, not with the Internet.","start":1649.4,"end":1657.635,"sentiment":"neutral","sentiment_score":-0.3081761584395454}],"sentiment":"neutral","sentiment_score":-0.2910210657864809,"channel":0,"num_words":24,"start":1647.8,"end":1657.635},{"sentences":[{"text":"I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech.","start":1658.28,"end":1663.515,"sentiment":"neutral","sentiment_score":-0.11970625903743964},{"text":"They have checked everything.","start":1663.595,"end":1664.475,"sentiment":"neutral","sentiment_score":-0.05063861794769764},{"text":"They said there's nothing wrong with my game.","start":1664.475,"end":1667.055,"sentiment":"neutral","sentiment_score":-0.18304005730897188},{"text":"I don't know.","start":1667.915,"end":1668.735,"sentiment":"neutral","sentiment_score":-0.2641749034325282},{"text":"Anyway,","start":1669.435,"end":1669.935,"sentiment":"neutral","sentiment_score":-0.04348014295101166}],"sentiment":"neutral","sentiment_score":-0.13369625044010935,"channel":1,"num_words":42,"start":1658.28,"end":1669.935},{"sentences":[{"text":"Okay.","start":1670.88,"end":1671.38,"sentiment":"neutral","sentiment_score":0.0009049251675605774}],"sentiment":"neutral","sentiment_score":0.0009049251675605774,"channel":0,"num_words":1,"start":1670.88,"end":1671.38},{"sentences":[{"text":"bye","start":1671.515,"end":1671.835,"sentiment":"neutral","sentiment_score":0.015417905524373056}],"sentiment":"neutral","sentiment_score":0.015417905524373056,"channel":1,"num_words":1,"start":1671.515,"end":1671.835},{"sentences":[{"text":"But","start":1671.76,"end":1672.26,"sentiment":"neutral","sentiment_score":-0.005656164139509201}],"sentiment":"neutral","sentiment_score":-0.005656164139509201,"channel":0,"num_words":1,"start":1671.76,"end":1672.26},{"sentences":[{"text":"for now.","start":1671.835,"end":1672.235,"sentiment":"neutral","sentiment_score":-0.0070694442838430405},{"text":"Okay?","start":1672.235,"end":1672.715,"sentiment":"neutral","sentiment_score":0.0068528912961483},{"text":"I'll call","start":1672.715,"end":1673.1951,"sentiment":"neutral","sentiment_score":0.016591304913163185}],"sentiment":"neutral","sentiment_score":0.005179322510957718,"channel":1,"num_words":5,"start":1671.835,"end":1673.1951},{"sentences":[{"text":"yeah.","start":1673.12,"end":1673.62,"sentiment":"neutral","sentiment_score":0.02876129187643528}],"sentiment":"neutral","sentiment_score":0.02876129187643528,"channel":0,"num_words":1,"start":1673.12,"end":1673.62},{"sentences":[{"text":"you again.","start":1673.1951,"end":1673.835,"sentiment":"neutral","sentiment_score":0.0258932001888752},{"text":"I'll call again.","start":1673.835,"end":1674.795,"sentiment":"neutral","sentiment_score":0.022383738309144974},{"text":"I'll call you again.","start":1674.795,"end":1675.595,"sentiment":"neutral","sentiment_score":0.028577274177223444},{"text":"I don't know if you guys can do anything, upload the and create the speed or whatever, please.","start":1675.595,"end":1680.3201,"sentiment":"neutral","sentiment_score":-0.016800294630229473},{"text":"I'll I'll I'll I'll surely I'll I'll surely what's it called?","start":1680.78,"end":1685.34,"sentiment":"neutral","sentiment_score":0.03560008633543144}],"sentiment":"neutral","sentiment_score":0.00848532521999196,"channel":1,"num_words":38,"start":1673.1951,"end":1685.34},{"sentences":[{"text":"I appreciate it, please.","start":1685.34,"end":1686.88,"sentiment":"neutral","sentiment_score":0.26529164239764214},{"text":"Please.","start":1687.26,"end":1687.76,"sentiment":"neutral","sentiment_score":0.14572694897651672}],"sentiment":"neutral","sentiment_score":0.24137870371341705,"channel":1,"num_words":5,"start":1685.34,"end":1687.76},{"sentences":[{"text":"Yeah.","start":1687.885,"end":1688.385,"sentiment":"neutral","sentiment_score":0.09654060751199722}],"sentiment":"neutral","sentiment_score":0.09654060751199722,"channel":0,"num_words":1,"start":1687.885,"end":1688.385},{"sentences":[{"text":"If you guys can","start":1687.98,"end":1688.78,"sentiment":"neutral","sentiment_score":0.08192681148648262}],"sentiment":"neutral","sentiment_score":0.08192681148648262,"channel":1,"num_words":4,"start":1687.98,"end":1688.78},{"sentences":[{"text":"But","start":1688.605,"end":1689.105,"sentiment":"neutral","sentiment_score":0.07004697620868683}],"sentiment":"neutral","sentiment_score":0.07004697620868683,"channel":0,"num_words":1,"start":1688.605,"end":1689.105},{"sentences":[{"text":"do anything, please.","start":1688.78,"end":1689.9,"sentiment":"neutral","sentiment_score":0.06226186826825142},{"text":"Please.","start":1689.9,"end":1690.4,"sentiment":"neutral","sentiment_score":0.12904022634029388}],"sentiment":"neutral","sentiment_score":0.07895645778626204,"channel":1,"num_words":4,"start":1688.78,"end":1690.4},{"sentences":[{"text":"yeah.","start":1690.4451,"end":1690.765,"sentiment":"neutral","sentiment_score":0.16782763600349426},{"text":"But, actually, we have checked your speed already and contacted the network team.","start":1690.765,"end":1696.625,"sentiment":"neutral","sentiment_score":0.21071882316699395},{"text":"And it's yeah.","start":1697.28,"end":1698.3201,"sentiment":"neutral","sentiment_score":0.298769732316335},{"text":"It shows that your connection is receiving the correct speed for your plan.","start":1698.3201,"end":1702.8201,"sentiment":"neutral","sentiment_score":0.28702132059977603},{"text":"So there's there's no issue with the Internet connection.","start":1703.12,"end":1706.8201,"sentiment":"neutral","sentiment_score":0.2884422822131051}],"sentiment":"neutral","sentiment_score":0.2597625446625245,"channel":0,"num_words":39,"start":1690.4451,"end":1706.8201},{"sentences":[{"text":"The proof is your speed test result, the one that you send me the picture.","start":1708.64,"end":1715.035,"sentiment":"positive","sentiment_score":0.567642625172933},{"text":"That is the proof already that there's no issue with the Internet.","start":1715.5751,"end":1721.595,"sentiment":"positive","sentiment_score":0.4511156578858693}],"sentiment":"positive","sentiment_score":0.515852861934238,"channel":0,"num_words":27,"start":1708.64,"end":1721.595},{"sentences":[{"text":"Okay.","start":1723.465,"end":1723.965,"sentiment":"neutral","sentiment_score":0.15288308262825012}],"sentiment":"neutral","sentiment_score":0.15288308262825012,"channel":1,"num_words":1,"start":1723.465,"end":1723.965},{"sentences":[{"text":"Mhmm.","start":1724.403,"end":1724.903,"sentiment":"neutral","sentiment_score":0.10439708828926086},{"text":"So yeah.","start":1727.3629,"end":1728.5829,"sentiment":"neutral","sentiment_score":0.205890454351902}],"sentiment":"neutral","sentiment_score":0.17205933233102164,"channel":0,"num_words":3,"start":1724.403,"end":1728.5829},{"sentences":[{"text":"Alright.","start":1728.905,"end":1729.405,"sentiment":"neutral","sentiment_score":0.2001858949661255},{"text":"Okay.","start":1729.705,"end":1730.105,"sentiment":"neutral","sentiment_score":0.2022043913602829},{"text":"Bye.","start":1730.105,"end":1730.605,"sentiment":"neutral","sentiment_score":0.24676434695720673}],"sentiment":"neutral","sentiment_score":0.21638487776120505,"channel":1,"num_words":3,"start":1728.905,"end":1730.605},{"sentences":[{"text":"Yeah.","start":1731.3629,"end":1731.763,"sentiment":"neutral","sentiment_score":0.30580100417137146},{"text":"Thank you.","start":1731.763,"end":1732.5629,"sentiment":"positive","sentiment_score":0.7781009376049042},{"text":"Bye.","start":1732.5629,"end":1732.8029,"sentiment":"positive","sentiment_score":0.5443079471588135},{"text":"Have a great day.","start":1732.8029,"end":1733.688,"sentiment":"positive","sentiment_score":0.5437007136642933}],"sentiment":"positive","sentiment_score":0.5726392101496458,"channel":0,"num_words":8,"start":1731.3629,"end":1733.688}]},"summary":{"result":"success","short":"Elaine from Ertle tech support calls Chemeya to check on their internet connection and suggests upgrading to a higher speed plan. The customer is also experiencing issues with their computer's internet speed and the agent suggests checking network and internet connection settings. The agent advises the customer to restart and update game settings if the issue persists."},"intents":{"segments":[{"text":"Can Do I have you? your full name, please, for me to check your account? Yeah. Okay.","start_word":39,"end_word":55,"intents":[{"intent":"Check account","confidence_score":0.61099494},{"intent":"Check account","confidence_score":0.029393908}]},{"text":"I'm going to send you a link on where you're going to run. Hang on.","start_word":340,"end_word":354,"intents":[{"intent":"Send link","confidence_score":0.6985747}]},{"text":"I'm going to send you the link. Kindly run a speed this year, and kindly send me the result. I sent it via WhatsApp. Okay.","start_word":390,"end_word":414,"intents":[{"intent":"Run speed test","confidence_score":0.075916074}]},{"text":"that you're using, needs a higher speed. So if ever we can upgrade higher than this 100 over 20.","start_word":712,"end_word":730,"intents":[{"intent":"Upgrade speed","confidence_score":0.34979168}]},{"text":"Is it okay if I check on their end as well?","start_word":938,"end_word":948,"intents":[{"intent":"Check on plan","confidence_score":0.17671026}]},{"text":"So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location. And does the lag all happen in all games or only in one game? Sorry.","start_word":1064,"end_word":1098,"intents":[{"intent":"Check game server and pocket loss","confidence_score":0.059141535},{"intent":"Check game server location","confidence_score":0.026092181},{"intent":"Check wifi","confidence_score":0.000053807173}]},{"text":"Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan. Online gaming doesn't usually require a higher download speed. It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet. Faster plan may only help if several devices are heavily using the connection at the same time.","start_word":1261,"end_word":1322,"intents":[{"intent":"Confirm fastest connection","confidence_score":0.00002847819}]},{"text":"Maybe the game connects to a different server from the one What used by the what what are you saying? Sorry.","start_word":1860,"end_word":1880,"intents":[{"intent":"Fix connectivity issue","confidence_score":0.19017807}]},{"text":"But now everything is connected. You know? Yeah.","start_word":2165,"end_word":2172,"intents":[{"intent":"Troubleshoot internet connection issues","confidence_score":0.017070549}]},{"text":"So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania. You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server. Okay.","start_word":2457,"end_word":2514,"intents":[{"intent":"Contact game support","confidence_score":0.022982972},{"intent":"Request assistance","confidence_score":0.10109074}]},{"text":"Just let Alright. us know if, Do yeah, if you run into any issues with your Internet. you know now that I'm just I'm just I'm just playing it quick by itself?","start_word":2521,"end_word":2552,"intents":[{"intent":"Inquire about internet connection issues","confidence_score":0.00055879814}]},{"text":"But it's beyond our control as well because I think the issue is related to the game, not with the Internet.","start_word":2637,"end_word":2657,"intents":[{"intent":"Explain issue","confidence_score":0.0059586037}]},{"text":"If you guys can But do anything, please. Please.","start_word":2753,"end_word":2761,"intents":[{"intent":"Provide assistance","confidence_score":0.0026157044}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Elaine from Ertle tech support. Hello. Good morning. Joshua speaking. Oh, Chemeya speaking. I don't know the one you know me with. Mhmm. Yeah. Yeah. Do you remember me? I think you do. Yeah. Can Do I have you? your full name, please, for me to check your account? Yeah. Okay. Chime Joshua Ohabasim. C h I e m e r I e. Chime Joshua Ohabasim. Shimeri Ohaba Serum. Yes. Mhmm. Yeah. May I know your concern, please?","start_word":0,"end_word":82,"sentiment":"neutral","sentiment_score":0.03328924998641014},{"text":"My network is still bad. Very, very bad. Still very bad.","start_word":83,"end_word":93,"sentiment":"negative","sentiment_score":-0.5128210186958313},{"text":"What do you mean by slow speed? It's intermittent Yes. Internet connection? Yeah. Internet connection is very remember I was telling you the reason why I stopped using iINet is because I stream online, and my my game lags a lot because of the because of the ping or is I don't know, upload speed. I changed to, and I think you had one that advised me to go with the family plan, which I did, but Mhmm.","start_word":94,"end_word":171,"sentiment":"neutral","sentiment_score":-0.16938446462154388},{"text":"it is still lagging. It's lagging, like oh my god. I couldn't I can't do anything with the network.","start_word":172,"end_word":190,"sentiment":"negative","sentiment_score":-0.4528948962688446},{"text":"I don't know what's going on even when I I choose the second to the highest plan. Yeah. I understand. Is it okay if I check your account for a while? Let me Yes, just please. put you on hold here. Okay. Yes, Hang please. on. Hello, Chi? Yes. I can hear you. Yes. Thank you for waiting. May I just confirm what plan did you choose? Is it 100 over 20 Mbps? I'm using hold on. I don't even know how to check this, but I'm quite sure that I'm using the super family or super what's it called again? Hold on. I don't even know how to check, but Super Familia Fast, which yes. is 100 Done. over 40 MBPS. Yeah. That's what I'm using. Do you wanna but yeah. Yeah. Is it okay if you're on a speed test? Okay. How do I do that? Yeah. I'm going to send you a link on where you're going to run. Hang on. Let me just check. Are you using a laptop right now or a computer? I'm using a laptop. Yeah. Yeah. Is your laptop directly connected to the router? Wired? Yes. Via Yes. wired? Yes. Okay. I'm going to send you the link. Kindly run a speed this year, and kindly send me the result. I sent it via WhatsApp. Okay. I'll use my phone then because now what's happening on my phone? So what do you Yeah. want me But to do? is it possible to first to run via your laptop first to get the accurate result? Because your Okay. laptop is connected directly to the router. Alright. Let me send it to my email and try and see if I can how do I do this? Copernet. Let me send to my email.","start_word":191,"end_word":489,"sentiment":"neutral","sentiment_score":0.02858822929196334},{"text":"My network is, like it's very it's very it's very I don't even know. It's, let's say, annoying. Like, I I changed I changed my network to this, and it's still the same. Like, even when I pay high, it's it's not encouraging at all.","start_word":490,"end_word":534,"sentiment":"negative","sentiment_score":-0.5264047980308533},{"text":"Yeah. I will just need to check. I just need a speed test result for me to have a reference as well. So I should oh, what's the matter? What's going on? Go. Oh, no. No. Okay. I'm doing that now. For the download speed, you should be getting around 90 plus because your download speed is 100. And for the download, you should be getting 20 or So that 15 hold on. plus. You want me to be getting download speeds at how many? Sorry? What say that again. What did you say before? For the download speed, you should be getting around 90. Yeah. And for the upload speed, you should be getting around ten ten higher. Yeah. Mhmm. Alright. See see what I think to you. See what the speed is. Mhmm. Okay. So it's higher than expected. Because Yeah. your speed is only 100 over 20, but this is higher. Yeah. So so there seems to be no issue with the speed. I think your game, the one that you're telling me Yes. that you're using, needs a higher speed. So if ever we can upgrade higher than this 100 over 20. So the upload is If supposed to be below sorry. Sorry for interrupting the yeah. you. So the the speed Mhmm. supposed to be below I mean, the upload speed supposed to be below 10, is it? Or 20 what did you say? The the uploads the download page should be 19 Mhmm. 90 above only. And for the upload, should be 20 above because your speed is only 100 over 20 MBPS. Okay. But So you're that's getting higher than that. so that does that mean it's good or not? Yeah.","start_word":535,"end_word":822,"sentiment":"neutral","sentiment_score":0.017639576564154897},{"text":"The speed is good, and there's no issue with the speed.","start_word":823,"end_word":833,"sentiment":"positive","sentiment_score":0.41995948553085327},{"text":"And you Yeah. Same upload? thing. So Because your upload is only supposed to be 20 only, but you're getting 68, which is higher than expected. but it's not my game is still lagging. Yeah. So I think this is a problem with your game. I think I mean, your speed. I think your game require a higher speed since you also tell me that from your previous ISP, you're getting slow speed as well when gaming. So I think you need a higher speed for that game because we're getting the right speed, the one that you selected, the plan that you selected. Is it okay if I check on their end as well? Please. Yes. Please. Oh, gosh. Yes. Hello, Chi? Hello. I can Yeah. Thank you for waiting. So are you playing through Wi Fi hear or an Ethernet cable? you. I try I haven't tried my cable as well. Like, I tried to to connect the console with my LAN cable.","start_word":834,"end_word":998,"sentiment":"neutral","sentiment_score":-0.07254581153392792},{"text":"It did not work as well.","start_word":999,"end_word":1004,"sentiment":"negative","sentiment_score":-0.38594016432762146},{"text":"Like like, right now, I'm trying to play again.","start_word":1005,"end_word":1013,"sentiment":"neutral","sentiment_score":-0.2886098325252533},{"text":"It's lagging.","start_word":1014,"end_word":1015,"sentiment":"negative","sentiment_score":-0.4821895956993103},{"text":"Like, I don't know. I don't know what's going on to be I'm sorry to I'm sorry Okay. to Yeah.","start_word":1016,"end_word":1035,"sentiment":"neutral","sentiment_score":-0.25223419070243835},{"text":"sound this I'm sorry to sound this way, but it's actually frustrating me.","start_word":1036,"end_word":1048,"sentiment":"negative","sentiment_score":-0.4726381301879883},{"text":"I I guess I I think you understand what that means. It's not yeah. Yeah. So because Wi Fi can be rolled out, so I suggest you check the game server, ping, and pocket location. And does the lag all happen in all games or only in one game? Sorry. What did you say? I suggest you check the game server ping and pocket loss because Wi Fi can be ruled out sometimes. And does the lag happen in all games or only one game? I only have one. I only play one game. I only play FIFA, Okay. and Yeah. who is So most in like yeah. Most likely, it's related to the game server, What? the server location or routing. So I suggest you check that one. I check all these I check all these. It's it's just I don't know I don't even know what to say. I don't I don't know what to say. I but I check all these to be frank with you. It's not from it's not it's not from there. The Wi Fi is not. The network is is is is is Yeah. is Because is.","start_word":1049,"end_word":1242,"sentiment":"neutral","sentiment_score":-0.1006668662825196},{"text":"there's there's no problem with the speed because we're getting the right speed, and it's higher than expected. Your speed test confirmed that you're receiving the expected speed for your 100 over 20 plan.","start_word":1243,"end_word":1276,"sentiment":"positive","sentiment_score":0.4110063314437866},{"text":"Online gaming doesn't usually require a higher download speed. It relies more on stable ping, low pocket loss, the server location, and whether you're using Wi Fi or Ethernet. Faster plan may only help if several devices are heavily using the connection at the same time. So so what are you trying to say? I suggest you check the, yeah, the game server ping in the pocket loss because I think that's the problem. There's the problem with the routing of the game. Why is this just mine? Why is this just my own? Like, my friends are not are not doing this. Why is this just mine? Like, they Sorry? they have checked everything. It's not it's not Yeah. But we also check your Internet, and there's there's no issue with the speed as well.","start_word":1277,"end_word":1412,"sentiment":"neutral","sentiment_score":-0.011429283767938614},{"text":"Because as you can see at the result, you getting the the right speed, actually, it's higher than the expected speed.","start_word":1413,"end_word":1433,"sentiment":"positive","sentiment_score":0.48565202951431274},{"text":"That indicates that we have no reason with the speed, with the plan. Oh, gosh. I don't even know. So that what's the point of subscribing to Superfast plan when it's not even it's not even stuck past? I don't even know if I actually, I don't know what Yeah. Actually, to it really depends on your game because you're say. getting the right It's stick. not it's not actually game. It's network is bad. How is how how does it have to do with the game? Mhmm. How does it have to do with game? I'm not sure it's the game. It's just it's not just working. Yeah. It could be a game server congestion or And, increased also, household usage. Yeah. it's it's just me it's just me that's living here. I'm not living with anyone. So I I I wouldn't say if I'm trying to say there's no much people using the Wi Fi. It's just me. So if it was, like, so many people, I might say, okay. Because other people are sharing the Wi Fi. That's why it's lagging, but it's just me. You understand what I mean? Yeah. I understand. But, yeah, we have checked the speed, and there's no issue with the speed. So there's no there's no solution to this?","start_word":1434,"end_word":1651,"sentiment":"neutral","sentiment_score":-0.1533973067998886},{"text":"There's no solution? You guys can not do anything.","start_word":1652,"end_word":1660,"sentiment":"negative","sentiment_score":-0.3942301571369171},{"text":"You guys can not increase the speed. Nothing? Yeah. We cannot do anything with the speed because you're getting the right speed. There's no problem with the speed. Oh. Oh. Yeah. So what's the point of paying the higher price?","start_word":1661,"end_word":1700,"sentiment":"neutral","sentiment_score":-0.17112654447555542},{"text":"I'm not getting my my game is still lagging. Everything is lagging.","start_word":1701,"end_word":1712,"sentiment":"negative","sentiment_score":-0.5620090365409851},{"text":"Yeah. Oh, You're god. as you can see here, your speed is only 100 over 20. I also messaged it to you. But here, you're getting higher than that, So we have no problem with the speed. And your upload speed, what I are think you supposed to do? Supposed to be your speed? The upload. The upload. The upload. 20. But here, you're getting higher than 20.","start_word":1713,"end_word":1780,"sentiment":"neutral","sentiment_score":0.07196096818455879},{"text":"So your speed is working fine. There's no problem with your speed.","start_word":1781,"end_word":1792,"sentiment":"positive","sentiment_score":0.494797557592392},{"text":"Okay. So do you think it's from maybe a router or something? I don't think it's at the router as well because we're getting the we're getting higher than the actual speed. Yes, sir. Can you hear me? Yeah.","start_word":1793,"end_word":1831,"sentiment":"neutral","sentiment_score":-0.03715772554278374},{"text":"But I'm not recommending you to get a new router because Yeah.","start_word":1832,"end_word":1843,"sentiment":"negative","sentiment_score":-0.382009893655777},{"text":"Why? it's working as expected. The speed indicates that there's no issue with the router. Okay. Maybe the game connects to a different server from the one What used by the what what are you saying? Sorry. What what what do you what did you say? yeah. So the issue here is might be related to the game or its server rather than your connection speed. The game game connects to a different server from the one used by the speed test.","start_word":1844,"end_word":1925,"sentiment":"neutral","sentiment_score":-0.0569978766143322},{"text":"If that game server is far away, congested, or experiencing high latency or pocket loss, you may experience lag even when your Internet speed is good.","start_word":1926,"end_word":1951,"sentiment":"negative","sentiment_score":-0.37419450283050537},{"text":"So I suggest you try to check the game setting. What's the team? I Actually, I don't have any idea about the game. don't even know. I've checked everything that I know of. Yeah. I'll check everything that I know. I'll check everything that I mean, like I told you, I haven't tried to use my LAN cable to know if it's going to work for yet. Yeah. But upon checking as well on the network side, your Internet is within normal range, and the speed test is the proof, so we have no issue with that.","start_word":1952,"end_word":2048,"sentiment":"neutral","sentiment_score":-0.018818417564034465},{"text":"Oh my god. I don't know what to do. This is frustrating me to be honest. Do like, I'm playing now. It's still lagging.","start_word":2049,"end_word":2072,"sentiment":"negative","sentiment_score":-0.5736414194107056},{"text":"Yeah. I'm still I'm playing now.","start_word":2073,"end_word":2078,"sentiment":"neutral","sentiment_score":-0.3250095248222351},{"text":"It's still lagging. I cannot even do anything with my with Flex.","start_word":2079,"end_word":2090,"sentiment":"negative","sentiment_score":-0.5169588923454285},{"text":"I can't Yep.","start_word":2091,"end_word":2093,"sentiment":"neutral","sentiment_score":-0.31449562311172485},{"text":"do anything. It's still lagging.","start_word":2094,"end_word":2098,"sentiment":"negative","sentiment_score":-0.4675772488117218},{"text":"Mhmm. And you mentioned that it's happened as well from your previous provider? Yeah. It happened it happened Yeah. before, So I but think I was thinking I was thinking because I didn't have I I I've not connected the n d, a new dwelling, whatever it's called. So I was thinking, okay. Maybe that's the reason why it's not working. You know what I mean? But now everything is connected. You know? Yeah. Yeah.","start_word":2099,"end_word":2173,"sentiment":"neutral","sentiment_score":-0.1274610924720764},{"text":"But we cannot do anything with that since you're getting the right speed.","start_word":2174,"end_word":2186,"sentiment":"negative","sentiment_score":-0.3529806137084961},{"text":"Oh, god. So I'm getting there's no the problem right speed, buddy. with the Internet. I'm getting the right speed, but it's not working.","start_word":2187,"end_word":2210,"sentiment":"neutral","sentiment_score":-0.12376731634140016},{"text":"It might get it's still like there's no point.","start_word":2211,"end_word":2219,"sentiment":"negative","sentiment_score":-0.3651164174079895},{"text":"Like, and I'm paying high. I'm still paying high. Yeah. I understand. But you're getting the right speed, so you're you're paying for the right plan. Oh, gosh. Don't even know We'll what try to do to get yeah. it. I'm We'll I'm troubleshoot just it. Yeah. We'll try to troubleshoot it if you're not getting the right speed, like, lower than 100 over 20, but it's higher than that. So there is no issue with the Internet. So what should I do now? I suggest you check the game server and the settings. Yeah. Because there's no issue with the Internet. Okay. Okay. I don't know what to do. I don't know what to do.","start_word":2220,"end_word":2335,"sentiment":"neutral","sentiment_score":-0.050629131495952606},{"text":"It's this is this is frustrating me. I don't know what to do, to be honest. I don't actually don't know what to do.","start_word":2336,"end_word":2359,"sentiment":"negative","sentiment_score":-0.5161857604980469},{"text":"I've tried everything I know. I've tried to put a router on you on five g, but yet nothing is working. Mhmm. Alright. I'll I'll try again. I think and if it's not working, I don't know what to do. I I will let you know again. I will see how it goes these few days. I will let you know. Alright? Yeah. Please yeah. Because we've checked your speed test, and it shows that your connection is receiving the correct speed for your plan. There doesn't appear to be an issue with the Internet speed. So I suggest please check the game setting and make sure you're connected to the nearest server region such as Australia or Oceania. You can also restart and update the game If the lag continues and only affects that particular game, I would recommend contacting the game support team as the issue may be with their server. Okay. I'll Yeah. I'll Mhmm. Okay then. try. Just let Alright. us know if, Do yeah, if you run into any issues with your Internet. you know now that I'm just I'm just I'm just playing it quick by itself?","start_word":2360,"end_word":2552,"sentiment":"neutral","sentiment_score":-0.024211773098750437},{"text":"Like, my network is is frustrating me so bad. Oh my god. I feel like crying. Like, sometimes, like, it's so annoying. I guess you wanna sound I don't even know what to how to explain it to you, but it pains me, like, it's it's it's happening. Like, I actually don't know what to say. Like, I actually don't know what to say, to be honest.","start_word":2553,"end_word":2619,"sentiment":"negative","sentiment_score":-0.4567127227783203},{"text":"I'm sorry that I'm I'm sounding Yes. this robot.","start_word":2620,"end_word":2628,"sentiment":"neutral","sentiment_score":-0.21218743920326233},{"text":"It's out of my frustration.","start_word":2629,"end_word":2633,"sentiment":"negative","sentiment_score":-0.3884958028793335},{"text":"Yeah. We understand. But it's beyond our control as well because I think the issue is related to the game, not with the Internet. I to be honest with you, it's not the game because I know peep I know I have a friend that is very good at tech. They have checked everything. They said there's nothing wrong with my game. I don't know. Anyway, Okay. bye But for now. Okay? I'll call yeah. you again. I'll call again. I'll call you again. I don't know if you guys can do anything, upload the and create the speed or whatever, please. I'll I'll I'll I'll surely I'll I'll surely what's it called? I appreciate it, please. Please. Yeah. If you guys can But do anything, please. Please. yeah. But, actually, we have checked your speed already and contacted the network team. And it's yeah. It shows that your connection is receiving the correct speed for your plan. So there's there's no issue with the Internet connection.","start_word":2634,"end_word":2800,"sentiment":"neutral","sentiment_score":0.006470597814768553},{"text":"The proof is your speed test result, the one that you send me the picture. That is the proof already that there's no issue with the Internet.","start_word":2801,"end_word":2827,"sentiment":"positive","sentiment_score":0.5079401731491089},{"text":"Okay. Mhmm. So yeah. Alright. Okay. Bye. Yeah.","start_word":2828,"end_word":2835,"sentiment":"neutral","sentiment_score":0.19358672201633453},{"text":"Thank you. Bye. Have a great day.","start_word":2836,"end_word":2842,"sentiment":"positive","sentiment_score":0.6995677351951599}],"average":{"sentiment":"neutral","sentiment_score":-0.07590982563165914}}}}