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Good afternoon. This is Maureen from Airtel tech support. How can I assist you, Boga? Okay.\n\nMay I have your full name, please, for me to check the account? Mhmm. Mhmm. Abby Tippler Visa. Okay.\n\nIs it okay if I put you on hold? Let me just check your account and the service status. Okay? Hang on. Hello, Abby?\n\nYes. Thank you for waiting. Upon checking the your account and the address, there is no reported maintenance network maintenance or outages to the area. And on their end, the service is online, so it's up and running. Yeah.\n\nSo are you experiencing no Internet connection right now? Yeah. Mhmm. Mhmm. Yeah.\n\nSo we did the reboot on our end at the network side. On the router, is it okay if we turn off the router? Please don't press the reset button as it might delete the credentials of the router. We just need to turn it off and plug it for twenty minutes. Then after that, plug it back in and check the Internet connection again.\n\nAnd let's see if the issue is still there after the twenty minutes wait. Yep. Yeah. Okay. So I'll note yeah.\n\nI'll note this up in your account. And if the issue is still there, don't hesitate to call us back so we can continue with the next step or escalate the issue if needed. Okay. You're welcome. Bye.\n\nHave a great day. 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Good afternoon. This is Maureen from Airtel tech support. How\n\nChannel 1: Hi.\n\nChannel 0: can I assist you, Boga?\n\nChannel 1: I have just lost Internet connection. Is it down in any areas at the moment?\n\nChannel 0: Okay. May I have your full name, please, for me to check the account?\n\nChannel 1: Or yeah. Sure. It's Abbie, a b b I e, Tipler,\n\nChannel 0: Mhmm.\n\nChannel 1: t I p l e r,\n\nChannel 0: Mhmm.\n\nChannel 1: at yeah. Is it I think that's all it is.\n\nChannel 0: Abby Tippler Visa.\n\nChannel 1: Yes. That's it.\n\nChannel 0: Okay. Is it okay if I put you on hold? Let me just check your account\n\nChannel 1: Yes. Sure.\n\nChannel 0: and the service status. Okay? Hang on.\n\nChannel 1: K.\n\nChannel 0: Hello, Abby?\n\nChannel 1: Yes. Hi.\n\nChannel 0: Yes. Thank you for waiting. Upon checking the your account and the address, there is no reported maintenance network maintenance or outages to the area. And on their end, the service is online, so it's up\n\nChannel 1: Okay.\n\nChannel 0: and running.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. So are you experiencing no Internet connection right now?\n\nChannel 1: Yeah. It\n\nChannel 0: Yeah.\n\nChannel 1: just wasn't\n\nChannel 0: Mhmm.\n\nChannel 1: on. So I've I've I'm not home actually at the moment, but\n\nChannel 0: Mhmm.\n\nChannel 1: my partner's at home. Is there anything that I can suggest that they do? They've refitted.\n\nChannel 0: Yeah. So we did the reboot on our end at the network side. On the router, is it okay if we turn off the router? Please don't press the reset button as it might delete the credentials of the router. We just need to turn it off and plug it for twenty minutes.\n\nThen after that, plug it back in and check the Internet connection again. And\n\nChannel 1: Okay.\n\nChannel 0: let's\n\nChannel 1: Okay.\n\nChannel 0: see if the issue is still there after the twenty minutes wait.\n\nChannel 1: Perfect. Okay. Alright.\n\nChannel 0: Yep.\n\nChannel 1: We'll give that a go. Okay. Thank you.\n\nChannel 0: Yeah. Okay.\n\nChannel 1: Okay. Okay.\n\nChannel 0: So I'll note yeah. I'll note this up in your account. And if the issue is still there, don't hesitate to call us back so\n\nChannel 1: Okay.\n\nChannel 0: we can continue with the next step or escalate the issue if needed.\n\nChannel 1: Okay. Perfect. Okay. Thank you.\n\nChannel 0: Okay.\n\nChannel 1: Okay.\n\nChannel 0: You're\n\nChannel 1: Bye\n\nChannel 0: welcome.\n\nChannel 1: for now.\n\nChannel 0: Bye.\n\nChannel 1: Okay. Bye.\n\nChannel 0: Have a great day. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.68,"end":2.08,"sentiment":"neutral","sentiment_score":0.16389113664627075},{"text":"Good afternoon.","start":2.08,"end":2.8999999,"sentiment":"positive","sentiment_score":0.4300747662782669},{"text":"This is Maureen from Airtel tech support.","start":3.12,"end":5.7799997,"sentiment":"neutral","sentiment_score":0.31824032749448505},{"text":"How","start":6.8799996,"end":7.12,"sentiment":"neutral","sentiment_score":0.2070600986480713}],"sentiment":"neutral","sentiment_score":0.3144348236647519,"channel":0,"num_words":11,"start":1.68,"end":7.12},{"sentences":[{"text":"Hi.","start":7.04,"end":7.54,"sentiment":"neutral","sentiment_score":0.1956169605255127}],"sentiment":"neutral","sentiment_score":0.1956169605255127,"channel":1,"num_words":1,"start":7.04,"end":7.54},{"sentences":[{"text":"can I assist you, 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now.","start":332.03088,"end":332.67087,"sentiment":"neutral","sentiment_score":0.26002800464630127}],"sentiment":"neutral","sentiment_score":0.26002800464630127,"channel":1,"num_words":2,"start":332.03088,"end":332.67087},{"sentences":[{"text":"Bye.","start":332.46088,"end":332.96088,"sentiment":"neutral","sentiment_score":0.21543657779693604}],"sentiment":"neutral","sentiment_score":0.21543657779693604,"channel":0,"num_words":1,"start":332.46088,"end":332.96088},{"sentences":[{"text":"Okay.","start":332.67087,"end":333.15088,"sentiment":"neutral","sentiment_score":0.1586209535598755},{"text":"Bye.","start":333.15088,"end":333.65088,"sentiment":"neutral","sentiment_score":0.1001361757516861}],"sentiment":"neutral","sentiment_score":0.1293785646557808,"channel":1,"num_words":2,"start":332.67087,"end":333.65088},{"sentences":[{"text":"Have a great day.","start":333.34088,"end":334.3009,"sentiment":"positive","sentiment_score":0.8037290573120117},{"text":"Bye.","start":334.3009,"end":334.8009,"sentiment":"neutral","sentiment_score":-0.08875968307256699}],"sentiment":"positive","sentiment_score":0.625231309235096,"channel":0,"num_words":5,"start":333.34088,"end":334.8009}]},"summary":{"result":"success","short":"A customer named Abbie from Airtel tech support has lost internet connection and the representative, Maureen, asks for his name and address to check his account. Maureen checks the account and confirms that there is no outage in the area, but Abbie's partner is at home. She suggests disabling the router and checking again after 20 minutes, and Maureen notes the issue in the account."},"intents":{"segments":[{"text":"May I have your full name, please, for me to check the account? Or yeah.","start_word":33,"end_word":47,"intents":[{"intent":"Check account","confidence_score":0.14917359}]},{"text":"Is there anything that I can suggest that they do?","start_word":184,"end_word":193,"intents":[{"intent":"Offer assistance","confidence_score":0.059819955}]},{"text":"On the router, is it okay if we turn off the router? Please don't press the reset button as it might delete the credentials of the router. We just need to turn it off and plug it for twenty minutes. Then after that, plug it back in and check the Internet connection again. And Okay. let's Okay. see if the issue is still there after the twenty minutes wait. Perfect.","start_word":209,"end_word":278,"intents":[{"intent":"Report router issue","confidence_score":0.0037265844}]},{"text":"Then after that, plug it back in and check the Internet connection again. And Okay.","start_word":249,"end_word":263,"intents":[{"intent":"Check internet connection","confidence_score":0.018084196}]},{"text":"we can continue with the next step or escalate the issue if needed. Okay. Perfect. Okay.","start_word":320,"end_word":335,"intents":[{"intent":"End conversation","confidence_score":0.48882285}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.16389113664627075},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.4219597280025482},{"text":"This is Maureen from Airtel tech support. How Hi. can I assist you, Boga?","start_word":3,"end_word":16,"sentiment":"neutral","sentiment_score":0.2527836859226227},{"text":"I have just lost Internet connection.","start_word":17,"end_word":22,"sentiment":"negative","sentiment_score":-0.4338251948356629},{"text":"Is it down in any areas at the moment? Okay. May I have your full name, please, for me to check the account? Or yeah. Sure. It's Abbie, a b b I e, Tipler, Mhmm. t I p l e r, Mhmm. at yeah. Is it I think that's all it is. Abby Tippler Visa. Yes. That's it. Okay. Is it okay if I put you on hold? Let me just check your account Yes. Sure. and the service status. Okay? Hang on. K. Hello, Abby? Yes. Hi. Yes.","start_word":23,"end_word":111,"sentiment":"neutral","sentiment_score":0.020982109010219577},{"text":"Thank you for waiting.","start_word":112,"end_word":115,"sentiment":"positive","sentiment_score":0.494784414768219},{"text":"Upon checking the your account and the address, there is no reported maintenance network maintenance or outages to the area. And on their end, the service is online, so it's up Okay. and running. Okay. Yeah. So are you experiencing no Internet connection right now? Yeah. It Yeah. just wasn't Mhmm. on. So I've I've I'm not home actually at the moment, but Mhmm. my partner's at home. Is there anything that I can suggest that they do? They've refitted. Yeah. So we did the reboot on our end at the network side. On the router, is it okay if we turn off the router? Please don't press the reset button as it might delete the credentials of the router. We just need to turn it off and plug it for twenty minutes. Then after that, plug it back in and check the Internet connection again. And Okay. let's Okay. see if the issue is still there after the twenty minutes wait. Perfect. Okay. Alright. Yep. We'll give that a go. Okay.","start_word":116,"end_word":287,"sentiment":"neutral","sentiment_score":0.009738746077515358},{"text":"Thank you.","start_word":288,"end_word":289,"sentiment":"positive","sentiment_score":0.39651501178741455},{"text":"Yeah. Okay. Okay. Okay. So I'll note yeah. I'll note this up in your account. And if the issue is still there, don't hesitate to call us back so Okay. we can continue with the next step or escalate the issue if needed. Okay.","start_word":290,"end_word":333,"sentiment":"neutral","sentiment_score":0.05093555152416229},{"text":"Perfect.","start_word":334,"end_word":334,"sentiment":"positive","sentiment_score":0.3733841478824615},{"text":"Okay.","start_word":335,"end_word":335,"sentiment":"neutral","sentiment_score":0.2765387296676636},{"text":"Thank you.","start_word":336,"end_word":337,"sentiment":"positive","sentiment_score":0.4421972930431366},{"text":"Okay. Okay.","start_word":338,"end_word":339,"sentiment":"neutral","sentiment_score":0.2152547687292099},{"text":"You're Bye welcome.","start_word":340,"end_word":342,"sentiment":"positive","sentiment_score":0.33477869629859924},{"text":"for now. Bye. Okay. Bye.","start_word":343,"end_word":347,"sentiment":"neutral","sentiment_score":0.1948690414428711},{"text":"Have a great day. Bye.","start_word":348,"end_word":352,"sentiment":"positive","sentiment_score":0.6820392608642578}],"average":{"sentiment":"neutral","sentiment_score":0.057035200172495616}}}}