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Good afternoon. This is Jane from Ertel. Mhmm. Okay.\n\nI see. Hang on. Let me just check your account. So you have a cable? Both.\n\nMhmm. Okay. Hang on. Let me just check your account. Account.\n\nYeah. Yeah. Okay. Let me try to securely plug in again the yellow cable because it should be flashing green if cable is connected properly. If it's not flashing green, it's possible that there's something wrong with the cable or could be the router.\n\nAnd once you plug in the cable, did the color of the indicator light change? Like a still red or a flashing red? Even though you change cable? Because once you plug in the cable, it should, like, flash for the first few seconds, then lights become stable. Box, you mean the one mounted on your wall?\n\nMhmm. Mhmm. Okay. Well, I'll take note on that one. Regarding your router, Is it connected right now?\n\nLet me just check. You already send Mary the a picture of the router, but showing the indicator lights. Okay. Because I need to see the picture of the router. Okay.\n\nIs it okay if I give you a callback? We'll just coordinate this to Mary, then I'll get back to you. Yeah. Okay. Just keep your lines open, please.\n\nOkay. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.1378752440214157},{"text":"Good afternoon.","start":2.1599998,"end":2.96,"sentiment":"positive","sentiment_score":0.34438973665237427},{"text":"This is Jane from Ertel.","start":2.96,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.18614462018013},{"text":"Mhmm.","start":25.025,"end":25.105,"sentiment":"neutral","sentiment_score":-0.06931416690349579},{"text":"Okay.","start":25.105,"end":25.505,"sentiment":"neutral","sentiment_score":-0.04458245262503624}],"sentiment":"neutral","sentiment_score":0.16434811986982822,"num_words":10,"start":1.5999999,"end":25.505},{"sentences":[{"text":"I see.","start":25.505,"end":25.904999,"sentiment":"neutral","sentiment_score":-0.03807738609611988},{"text":"Hang on.","start":25.904999,"end":26.224998,"sentiment":"neutral","sentiment_score":-0.031161443330347538},{"text":"Let me just check your 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Hello. You're speaking to Zal Singh. I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet. And I can see yeah. I have, like, two two yellow cables, and they're both not I I tried to use them both, and the light on the router is still red. And you guys said you're gonna do a waiver on my bill, but There is nothing wrong with the cable because I've tried two of them. No. It's just red. Just a still red. Yeah. It just comes on red. The only part that flashes is the lights on the black box. They flash red, red, and then they turn green. Because what usually happens, the router usually lights red and then turns green. But this time around, it's just red. It's been now eight days. This is the eighth day without Internet. I've been calling and calling, and I don't think it's fair for me to again pay for the Internet. The whole amount is eight days. I haven't been using Internet, and I just received our invoice with no waiver. Yeah. Yeah. Mhmm. I've already sent to her email. Yeah. 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Hello. You're speaking to Zal Singh. I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet. And I can see yeah.\n\nI have, like, two two yellow cables, and they're both not I I tried to use them both, and the light on the router is still red. And you guys said you're gonna do a waiver on my bill, but There is nothing wrong with the cable because I've tried two of them. No. It's just red. Just a still red.\n\nYeah. It just comes on red. The only part that flashes is the lights on the black box. They flash red, red, and then they turn green. Because what usually happens, the router usually lights red and then turns green.\n\nBut this time around, it's just red. It's been now eight days. This is the eighth day without Internet. I've been calling and calling, and I don't think it's fair for me to again pay for the Internet. The whole amount is eight days.\n\nI haven't been using Internet, and I just received our invoice with no waiver. Yeah. Yeah. Mhmm. I've already sent to her email.\n\nYeah. Okay.","paragraphs":[{"sentences":[{"text":"Doctor.","start":0.0,"end":0.5,"sentiment":"neutral","sentiment_score":0.03340170532464981},{"text":"Hello.","start":5.8399997,"end":6.24,"sentiment":"neutral","sentiment_score":0.04962099343538284},{"text":"You're speaking to Zal Singh.","start":6.24,"end":8.0,"sentiment":"neutral","sentiment_score":0.03543347716331482},{"text":"I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet.","start":8.0,"end":22.695,"sentiment":"neutral","sentiment_score":-0.18351676374939935},{"text":"And I can see yeah.","start":31.09,"end":35.27,"sentiment":"neutral","sentiment_score":-0.02204804252833128}],"sentiment":"neutral","sentiment_score":-0.1247129878262058,"num_words":40,"start":0.0,"end":35.27},{"sentences":[{"text":"I have, like, two two yellow cables, and they're both not I I tried to use them both, and the light on the router is still red.","start":35.41,"end":46.754997,"sentiment":"neutral","sentiment_score":-0.2720500589520843},{"text":"And you guys said you're gonna do a waiver on my bill, but There is nothing wrong with the cable because I've tried two of them.","start":57.01,"end":93.78,"sentiment":"neutral","sentiment_score":-0.1543074890684623},{"text":"No.","start":102.325005,"end":102.565,"sentiment":"neutral","sentiment_score":-0.29780834913253784},{"text":"It's just red.","start":102.565,"end":103.945,"sentiment":"neutral","sentiment_score":-0.29076309005419415},{"text":"Just a still red.","start":110.405,"end":111.865005,"sentiment":"neutral","sentiment_score":-0.19068212062120438}],"sentiment":"neutral","sentiment_score":-0.21787167884043004,"num_words":61,"start":35.41,"end":111.865005},{"sentences":[{"text":"Yeah.","start":116.01,"end":116.51,"sentiment":"neutral","sentiment_score":-0.07700486481189728},{"text":"It just comes on red.","start":129.695,"end":131.715,"sentiment":"neutral","sentiment_score":0.11662976592779159},{"text":"The only part that flashes is the lights on the black box.","start":134.575,"end":139.14,"sentiment":"neutral","sentiment_score":-0.014007761608809233},{"text":"They flash red, red, and then they turn green.","start":139.3,"end":142.2,"sentiment":"neutral","sentiment_score":0.00383612047880888},{"text":"Because what usually happens, the router usually lights red and then turns green.","start":146.1,"end":154.28,"sentiment":"neutral","sentiment_score":-0.024647977525511615}],"sentiment":"neutral","sentiment_score":0.0013038050499744713,"num_words":40,"start":116.01,"end":154.28},{"sentences":[{"text":"But this time around, it's just red.","start":154.645,"end":156.565,"sentiment":"neutral","sentiment_score":-0.11560272531849998},{"text":"It's been now eight days.","start":156.565,"end":158.325,"sentiment":"neutral","sentiment_score":-0.264209121465683},{"text":"This is the eighth day without Internet.","start":158.325,"end":160.665,"sentiment":"negative","sentiment_score":-0.4943305126258305},{"text":"I've been calling and calling, and I don't think it's fair for me to again pay for the Internet.","start":161.445,"end":173.09,"sentiment":"negative","sentiment_score":-0.6288848723235884},{"text":"The whole amount is eight days.","start":174.34999,"end":176.34999,"sentiment":"negative","sentiment_score":-0.52585535744826}],"sentiment":"negative","sentiment_score":-0.47033006799491966,"num_words":44,"start":154.645,"end":176.34999},{"sentences":[{"text":"I haven't been using Internet, and I just received our invoice with no waiver.","start":176.34999,"end":183.665,"sentiment":"negative","sentiment_score":-0.357485647712435},{"text":"Yeah.","start":200.34,"end":200.84,"sentiment":"neutral","sentiment_score":0.017059674486517906},{"text":"Yeah.","start":214.63501,"end":215.13501,"sentiment":"neutral","sentiment_score":0.005697502754628658},{"text":"Mhmm.","start":217.115,"end":217.615,"sentiment":"neutral","sentiment_score":0.01345006376504898},{"text":"I've already sent to her email.","start":226.2,"end":228.54,"sentiment":"neutral","sentiment_score":0.038495748614271484}],"sentiment":"neutral","sentiment_score":-0.2059833624035768,"num_words":23,"start":176.34999,"end":228.54},{"sentences":[{"text":"Yeah.","start":238.625,"end":239.125,"sentiment":"neutral","sentiment_score":0.05462852865457535},{"text":"Okay.","start":243.10501,"end":243.60501,"sentiment":"neutral","sentiment_score":0.14548376202583313}],"sentiment":"neutral","sentiment_score":0.10005614534020424,"num_words":2,"start":238.625,"end":243.60501}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Doctor.\n\nChannel 0: Hello. Good afternoon. This is Jane from Ertel.\n\nChannel 1: Hello. You're speaking to Zal Singh. I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet.\n\nChannel 0: Mhmm. Okay. I see. Hang on. Let me just check your\n\nChannel 1: And\n\nChannel 0: account.\n\nChannel 1: I can\n\nChannel 0: So\n\nChannel 1: see\n\nChannel 0: you have a cable?\n\nChannel 1: yeah. I have, like, two two yellow cables, and they're both not I I tried to use them both,\n\nChannel 0: Both.\n\nChannel 1: and the light on the router is still red.\n\nChannel 0: Mhmm. Okay. Hang on. Let me just check your account.\n\nChannel 1: And you guys said you're gonna do a waiver on my bill,\n\nChannel 0: Account.\n\nChannel 1: but\n\nChannel 0: Yeah. Yeah. Okay. Let me try to securely plug in again the yellow cable because it should be flashing green if cable is connected properly. If it's not flashing green, it's possible that there's something wrong with the cable or could be the router.\n\nChannel 1: There is nothing wrong with the cable because I've tried two of them.\n\nChannel 0: And once you plug in the cable, did the color of the indicator light change?\n\nChannel 1: No. It's just red.\n\nChannel 0: Like a still red or a flashing red?\n\nChannel 1: Just a still red.\n\nChannel 0: Even though you change cable?\n\nChannel 1: Yeah.\n\nChannel 0: Because once you plug in the cable, it should, like, flash for the first few seconds, then lights become stable.\n\nChannel 1: It just comes on red. The only part that flashes is the lights on the black box. They flash red, red, and then they turn green.\n\nChannel 0: Box,\n\nChannel 1: Because\n\nChannel 0: you mean\n\nChannel 1: what usually\n\nChannel 0: the one\n\nChannel 1: happens,\n\nChannel 0: mounted on your wall? Mhmm.\n\nChannel 1: the router usually lights red and then turns green. But this time around, it's just red. It's been now eight days. This is the eighth day without Internet. I've been calling and calling, and I don't think it's fair for me to again pay for the Internet.\n\nThe whole amount is eight days. I haven't been using Internet, and I just received our invoice with no waiver.\n\nChannel 0: Mhmm. Okay. Well, I'll take note on that one. Regarding your router, Is it connected right now?\n\nChannel 1: Yeah.\n\nChannel 0: Let me just check. You already send Mary the a picture of the router, but\n\nChannel 1: Yeah.\n\nChannel 0: showing the indicator lights.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay. Because I need to see the picture of the router.\n\nChannel 1: I've already sent to her email.\n\nChannel 0: Okay. Is it okay if I give you a callback? We'll just coordinate this to Mary, then I'll get back to\n\nChannel 1: Yeah.\n\nChannel 0: you. Yeah. Okay. Just keep your lines open, please.\n\nChannel 1: Okay.\n\nChannel 0: Okay. Bye for now.","paragraphs":[{"sentences":[{"text":"Doctor.","start":0.0,"end":0.5,"sentiment":"neutral","sentiment_score":0.03340170532464981}],"sentiment":"neutral","sentiment_score":0.03340170532464981,"channel":1,"num_words":1,"start":0.0,"end":0.5},{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.1378752440214157},{"text":"Good afternoon.","start":2.1599998,"end":2.96,"sentiment":"positive","sentiment_score":0.34438973665237427},{"text":"This is Jane from Ertel.","start":2.96,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.18614462018013}],"sentiment":"neutral","sentiment_score":0.21967222727835178,"channel":0,"num_words":8,"start":1.5999999,"end":4.8199997},{"sentences":[{"text":"Hello.","start":5.8399997,"end":6.24,"sentiment":"neutral","sentiment_score":0.04962099343538284},{"text":"You're speaking to Zal Singh.","start":6.24,"end":8.0,"sentiment":"neutral","sentiment_score":0.03543347716331482},{"text":"I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet.","start":8.0,"end":22.695,"sentiment":"neutral","sentiment_score":-0.18351676374939935}],"sentiment":"neutral","sentiment_score":-0.1444612060509184,"channel":1,"num_words":34,"start":5.8399997,"end":22.695},{"sentences":[{"text":"Mhmm.","start":25.025,"end":25.105,"sentiment":"neutral","sentiment_score":-0.06931416690349579},{"text":"Okay.","start":25.105,"end":25.505,"sentiment":"neutral","sentiment_score":-0.04458245262503624},{"text":"I see.","start":25.505,"end":25.904999,"sentiment":"neutral","sentiment_score":-0.03807738609611988},{"text":"Hang on.","start":25.904999,"end":26.224998,"sentiment":"neutral","sentiment_score":-0.031161443330347538},{"text":"Let me just check 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me try to securely plug in again the yellow cable because it should be flashing green if cable is connected properly.","start":69.435,"end":79.935,"sentiment":"neutral","sentiment_score":-0.011225348507816141},{"text":"If it's not flashing green, it's possible that there's something wrong with the cable or could be the router.","start":80.62,"end":87.04,"sentiment":"neutral","sentiment_score":-0.3127163656448063}],"sentiment":"neutral","sentiment_score":-0.14240788388997316,"channel":0,"num_words":44,"start":64.090004,"end":87.04},{"sentences":[{"text":"There is nothing wrong with the cable because I've tried two of them.","start":89.68,"end":93.78,"sentiment":"neutral","sentiment_score":-0.22322269357167757}],"sentiment":"neutral","sentiment_score":-0.22322269357167757,"channel":1,"num_words":13,"start":89.68,"end":93.78},{"sentences":[{"text":"And once you plug in the cable, did the color of the indicator light 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please.","start":240.735,"end":242.515,"sentiment":"positive","sentiment_score":0.3365541497866313}],"sentiment":"neutral","sentiment_score":0.23674425358573595,"channel":0,"num_words":9,"start":239.17499,"end":242.515},{"sentences":[{"text":"Okay.","start":243.10501,"end":243.60501,"sentiment":"neutral","sentiment_score":0.14548376202583313}],"sentiment":"neutral","sentiment_score":0.14548376202583313,"channel":1,"num_words":1,"start":243.10501,"end":243.60501},{"sentences":[{"text":"Okay.","start":244.33499,"end":244.83499,"sentiment":"neutral","sentiment_score":0.13843977451324463},{"text":"Bye for now.","start":245.135,"end":246.115,"sentiment":"neutral","sentiment_score":0.047685571014881134}],"sentiment":"neutral","sentiment_score":0.07037412188947201,"channel":0,"num_words":4,"start":244.33499,"end":246.115}]},"summary":{"result":"success","short":"The customer, Zal Singh, calls Ertel to inquire about his internet bill and expresses concern about the length of time he has been without internet. The agent, Jane, tries to check his account and suggests that the yellow cable may be faulty. Jane promises to call back to coordinate a waiver on the bill and asks for the customer to keep his lines open."},"intents":{"segments":[{"text":"Regarding your router, Is it connected right now? Yeah.","start_word":347,"end_word":355,"intents":[{"intent":"Confirm connection","confidence_score":0.00050769304}]},{"text":"We'll just coordinate this to Mary, then I'll get back to Yeah. you. Yeah.","start_word":404,"end_word":417,"intents":[{"intent":"Coordinate request","confidence_score":0.034115963}]}]},"sentiments":{"segments":[{"text":"Doctor. Hello. Good afternoon. This is Jane from Ertel. Hello. You're speaking to Zal Singh. I sent Mary the photos of my ONT and the cable because I have an extra cable just to let her know that I still don't have Internet. Mhmm. Okay. I see. Hang on. Let me just check your And account. I can So see you have a cable? yeah. I have, like, two two yellow cables, and they're both not I I tried to use them both, Both.","start_word":0,"end_word":83,"sentiment":"neutral","sentiment_score":-0.0726894810795784},{"text":"and the light on the router is still red.","start_word":84,"end_word":92,"sentiment":"negative","sentiment_score":-0.45624104142189026},{"text":"Mhmm. Okay. Hang on. Let me just check your account. And you guys said you're gonna do a waiver on my bill, Account. but Yeah. Yeah. Okay. Let me try to securely plug in again the yellow cable because it should be flashing green if cable is connected properly. If it's not flashing green, it's possible that there's something wrong with the cable or could be the router. There is nothing wrong with the cable because I've tried two of them. And once you plug in the cable, did the color of the indicator light change? No. It's just red. Like a still red or a flashing red? Just a still red. Even though you change cable? Yeah. Because once you plug in the cable, it should, like, flash for the first few seconds, then lights become stable. It just comes on red. The only part that flashes is the lights on the black box. They flash red, red, and then they turn green. Box, Because you mean what usually the one happens, mounted on your wall? Mhmm. the router usually lights red and then turns green. But this time around, it's just red. It's been now eight days.","start_word":93,"end_word":291,"sentiment":"neutral","sentiment_score":-0.08629457827835302},{"text":"This is the eighth day without Internet. I've been calling and calling, and I don't think it's fair for me to again pay for the Internet. The whole amount is eight days. I haven't been using Internet, and I just received our invoice with no waiver.","start_word":292,"end_word":337,"sentiment":"negative","sentiment_score":-0.5239151120185852},{"text":"Mhmm. Okay. Well, I'll take note on that one. Regarding your router, Is it connected right now? Yeah. Let me just check. You already send Mary the a picture of the router, but Yeah. showing the indicator lights. Mhmm. Okay. Because I need to see the picture of the router. I've already sent to her email. Okay. Is it okay if I give you a callback? We'll just coordinate this to Mary, then I'll get back to Yeah. you. Yeah. Okay. Just keep your lines open, please. Okay. Okay. Bye for now.","start_word":338,"end_word":429,"sentiment":"neutral","sentiment_score":0.056965992907467095}],"average":{"sentiment":"neutral","sentiment_score":-0.10141907122311176}}}}