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Good morning. This is Marie from Airtel tech support. How can I assist you today? Yes.\n\nI'm good. How are you? Mhmm. Mhmm. Yeah.\n\nIs it okay if we do a reset on the router? I'll email you mhmm. No. It's like pressing the reset button at the router then entering your credentials again, which is the PPPoE credentials. Is it okay if I send you an email instruction for your reference also, but I can also walk you through via phone call?\n\nYeah. That's correct. Because upon speaking with with Dom and the back end team, they said that this is now resolved. And so we're going to reset hard reset the router and first, to check again if the issue is still there because some customers are just resetting their router. And after that, it's working fine now.\n\nActually, they just informed me this morning regarding that. That's why I was about to email you regarding it. Yeah. Sure. Okay.\n\nI'll send it to you shortly then give you a callback then. Yeah. Sure. Just give me a few minutes. 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there because some customers are just resetting their router.","start":120.369995,"end":133.795,"sentiment":"neutral","sentiment_score":0.0022715229926438167},{"text":"And after that, it's working fine now.","start":133.795,"end":135.89499,"sentiment":"positive","sentiment_score":0.3793765604496002}],"sentiment":"neutral","sentiment_score":0.08210680548820579,"num_words":57,"start":106.415,"end":135.89499},{"sentences":[{"text":"Actually, they just informed me this morning regarding that.","start":147.14,"end":150.9,"sentiment":"neutral","sentiment_score":-0.15148906161387762},{"text":"That's why I was about to email you regarding 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It's Jenny from Jenny Borg here. How are you going? Oh, not so happy, mate. So I sent you an email this morning, advising that things have gotten worse in terms of, the location that's showing on my work computer. It's now showing as California with the data center being in Seattle Seattle. Whereas before, the location was showing as Melbourne with the data center being in Seattle causing still causing a lot of drama, but it's changed now. And the speed I'm getting is, like, nine m b s, 16 m b p s. It's terrible. I can't even operate off my system even with an overseas approval occurring at my end. Can I please get an update on this stuff? Because, you know, two days have gone by, and I've not heard from you or anyone. I've done it two times today. I've two times. I wouldn't know how to do that. So what? Doing a hard reset on the box? So why why are we having to go down that road now? Well, why haven't I been told this earlier than now? And why haven't I been why haven't you called me or or anything? Alright. So so what's the deal? Can you send me those email instructions and give me a callback, please? It's gotta be before 01:00 because I've gotta go out. Thanks, Mariah. Thank you. 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Maureen. It's Jenny from Jenny Borg here. How are you going? Oh, not so happy, mate. So I sent you an email this morning, advising that things have gotten worse in terms of, the location that's showing on my work computer.\n\nIt's now showing as California with the data center being in Seattle Seattle. Whereas before, the location was showing as Melbourne with the data center being in Seattle causing still causing a lot of drama, but it's changed now. And the speed I'm getting is, like, nine m b s, 16 m b p s. It's terrible. I can't even operate off my system even with an overseas approval occurring at my end.\n\nCan I please get an update on this stuff? Because, you know, two days have gone by, and I've not heard from you or anyone. I've done it two times today. I've two times. I wouldn't know how to do that.\n\nSo what? Doing a hard reset on the box? So why why are we having to go down that road now? Well, why haven't I been told this earlier than now? And why haven't I been why haven't you called me or or anything?\n\nAlright. So so what's the deal? Can you send me those email instructions and give me a callback, please? It's gotta be before 01:00 because I've gotta go out. Thanks, Mariah.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Maureen.","start":8.08,"end":8.72,"sentiment":"neutral","sentiment_score":0.13617806881666183},{"text":"It's Jenny from Jenny Borg here.","start":8.72,"end":10.639999,"sentiment":"neutral","sentiment_score":0.15798086176315942},{"text":"How are you going?","start":10.639999,"end":11.46,"sentiment":"neutral","sentiment_score":0.22814423590898514},{"text":"Oh, not so happy, mate.","start":15.615,"end":16.915,"sentiment":"negative","sentiment_score":-0.6172378778457641},{"text":"So I sent you an email this morning, advising that things have gotten worse in terms of, the location that's showing on my work computer.","start":17.695,"end":26.88,"sentiment":"neutral","sentiment_score":-0.27439157247543333}],"sentiment":"neutral","sentiment_score":-0.1860276297444389,"num_words":42,"start":8.08,"end":26.88},{"sentences":[{"text":"It's now showing as California with the data center being in Seattle Seattle.","start":27.259998,"end":31.5,"sentiment":"neutral","sentiment_score":-0.1952398597047879},{"text":"Whereas before, the location was showing as Melbourne with the data center being in Seattle causing still causing a lot of drama, but it's changed now.","start":31.5,"end":40.745,"sentiment":"neutral","sentiment_score":-0.26037872296113235},{"text":"And the speed I'm getting is, like, nine m b s, 16 m b p s.","start":40.745,"end":48.045,"sentiment":"neutral","sentiment_score":-0.19838996045291424},{"text":"It's terrible.","start":48.344997,"end":49.165,"sentiment":"negative","sentiment_score":-0.8299416303634644},{"text":"I can't even operate off my system even with an overseas approval occurring at my end.","start":49.305,"end":56.66,"sentiment":"negative","sentiment_score":-0.6833688467741013}],"sentiment":"negative","sentiment_score":-0.34350670067823097,"num_words":73,"start":27.259998,"end":56.66},{"sentences":[{"text":"Can I please get an update on this stuff?","start":58.399998,"end":60.399998,"sentiment":"neutral","sentiment_score":-0.2650281853146023},{"text":"Because, you know, two days have gone by, and I've not heard from you or anyone.","start":60.399998,"end":65.46,"sentiment":"negative","sentiment_score":-0.4564438257366419},{"text":"I've done it two times today.","start":72.565,"end":74.424995,"sentiment":"neutral","sentiment_score":-0.05157723215719064},{"text":"I've two times.","start":76.485,"end":77.945,"sentiment":"neutral","sentiment_score":-0.17800173411766687},{"text":"I wouldn't know how to do that.","start":87.24,"end":88.7,"sentiment":"neutral","sentiment_score":-0.2823147177696228}],"sentiment":"neutral","sentiment_score":-0.3050738170561267,"num_words":41,"start":58.399998,"end":88.7},{"sentences":[{"text":"So what?","start":102.755,"end":103.315,"sentiment":"neutral","sentiment_score":-0.030313349328935146},{"text":"Doing a hard reset on the box?","start":103.315,"end":105.174995,"sentiment":"neutral","sentiment_score":-0.07024762726255826},{"text":"So why why are we having to go down that road now?","start":108.49,"end":111.07,"sentiment":"neutral","sentiment_score":-0.20418685798843703},{"text":"Well, why haven't I been told this earlier than now?","start":137.84,"end":140.82,"sentiment":"neutral","sentiment_score":-0.3100344628095627},{"text":"And why haven't I been why haven't you called me or or anything?","start":141.04001,"end":144.98,"sentiment":"neutral","sentiment_score":-0.3108711403149825}],"sentiment":"neutral","sentiment_score":-0.2305516326715323,"num_words":44,"start":102.755,"end":144.98},{"sentences":[{"text":"Alright.","start":159.575,"end":160.075,"sentiment":"neutral","sentiment_score":0.02606935426592827},{"text":"So so what's the deal?","start":160.135,"end":161.83499,"sentiment":"neutral","sentiment_score":-0.003117994498461485},{"text":"Can you send me those email instructions and give me a callback, please?","start":162.375,"end":165.515,"sentiment":"neutral","sentiment_score":0.01751663378224923},{"text":"It's gotta be before 01:00 because I've gotta go out.","start":171.5,"end":174.8,"sentiment":"neutral","sentiment_score":-0.020303625729866326},{"text":"Thanks, Mariah.","start":179.20888,"end":180.10887,"sentiment":"positive","sentiment_score":0.720764696598053}],"sentiment":"neutral","sentiment_score":0.04763512118839689,"num_words":31,"start":159.575,"end":180.10887},{"sentences":[{"text":"Thank you.","start":181.68887,"end":182.24887,"sentiment":"positive","sentiment_score":0.5098655372858047},{"text":"Bye.","start":182.24887,"end":182.74887,"sentiment":"neutral","sentiment_score":-0.09934849292039873}],"sentiment":"neutral","sentiment_score":0.3067941938837369,"num_words":3,"start":181.68887,"end":182.74887}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Marie from Airtel tech support. How can I assist you today?\n\nChannel 1: Hi, Maureen. It's Jenny from Jenny Borg here. How are you going?\n\nChannel 0: Yes. I'm good. How are you?\n\nChannel 1: Oh, not so happy, mate. So I sent you an email this morning, advising that things have gotten worse in terms of, the location that's showing on my work computer. It's now showing as California with the data center being in Seattle Seattle. Whereas before, the location was showing as Melbourne with the data center being in Seattle causing\n\nChannel 0: Mhmm.\n\nChannel 1: still causing a lot of drama, but it's changed now. And the speed I'm getting is, like, nine m b s, 16 m b p s. It's terrible. I can't even operate off my system even with an overseas approval occurring at my end. Can I please get an update on this stuff?\n\nBecause, you know, two days have gone by, and I've not heard from you or anyone.\n\nChannel 0: Mhmm. Yeah. Is it okay if we do a reset on the router?\n\nChannel 1: I've done it\n\nChannel 0: I'll email\n\nChannel 1: two\n\nChannel 0: you\n\nChannel 1: times\n\nChannel 0: mhmm.\n\nChannel 1: today. I've\n\nChannel 0: No.\n\nChannel 1: two times.\n\nChannel 0: It's like pressing the reset button at the router then entering your credentials again, which is the PPPoE credentials.\n\nChannel 1: I wouldn't know how to do that.\n\nChannel 0: Is it okay if I send you an email instruction for your reference also, but I can also walk you through via phone call?\n\nChannel 1: So what? Doing a hard reset on the box?\n\nChannel 0: Yeah. That's correct.\n\nChannel 1: So why why are we having to go down that road now?\n\nChannel 0: Because upon speaking with with Dom and the back end team, they said that this is now resolved. And so we're going to reset hard reset the router and first, to check again if the issue is still there because some customers are just resetting their router. And after that, it's working fine now.\n\nChannel 1: Well, why haven't I been told this earlier than now? And why haven't I been why haven't you called me or or anything?\n\nChannel 0: Actually, they just informed me this morning regarding that. That's why I was about to email you regarding it.\n\nChannel 1: Alright. So so what's the deal? Can you send me those email instructions and give me a callback, please?\n\nChannel 0: Yeah. Sure. Okay. I'll send it to you shortly then give you a callback then.\n\nChannel 1: It's gotta be before 01:00 because I've gotta go out.\n\nChannel 0: Yeah. Sure. Just give me a few minutes.\n\nChannel 1: Thanks, Mariah.\n\nChannel 0: Okay. Thank you. Bye for\n\nChannel 1: Thank\n\nChannel 0: now.\n\nChannel 1: you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.24,"end":2.74,"sentiment":"neutral","sentiment_score":0.11116079241037367},{"text":"Good morning.","start":2.8,"end":3.36,"sentiment":"positive","sentiment_score":0.34156471490859985},{"text":"This is Marie from Airtel tech support.","start":3.36,"end":5.94,"sentiment":"neutral","sentiment_score":0.2703478293759482},{"text":"How can I assist you today?","start":6.0,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.27917126814524335}],"sentiment":"neutral","sentiment_score":0.27260953979566693,"channel":0,"num_words":16,"start":2.24,"end":7.3799996},{"sentences":[{"text":"Hi, Maureen.","start":8.08,"end":8.72,"sentiment":"neutral","sentiment_score":0.13617806881666183},{"text":"It's Jenny from Jenny Borg here.","start":8.72,"end":10.639999,"sentiment":"neutral","sentiment_score":0.15798086176315942},{"text":"How are you 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customer named Maureen calls Airtel tech support to report that her work computer's location is now showing as California instead of Melbourne. She has already sent an email earlier in the day, but has not received a response. The agent, Marie, offers to reset the router and provide an email instructions for reference. The call ends with the agent promising to call back before the customer's deadline."},"intents":{"segments":[{"text":"Is it okay if we do a reset on the router?","start_word":165,"end_word":175,"intents":[{"intent":"Update router settings","confidence_score":0.028725607}]},{"text":"It's like pressing the reset button at the router then entering your credentials again, which is the PPPoE credentials.","start_word":191,"end_word":209,"intents":[{"intent":"Reset router","confidence_score":0.52010804}]},{"text":"Is it okay if I send you an email instruction for your reference also, but I can also walk you through via phone call? So what?","start_word":216,"end_word":241,"intents":[{"intent":"Receive instructions","confidence_score":0.15380272},{"intent":"Schedule call","confidence_score":0.008070295}]},{"text":"Can you send me those email instructions and give me a callback, please? Yeah.","start_word":366,"end_word":379,"intents":[{"intent":"Give callback","confidence_score":0.0010614592}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Marie from Airtel tech support. How can I assist you today? Hi, Maureen. It's Jenny from Jenny Borg here. How are you going? Yes.","start_word":0,"end_word":28,"sentiment":"neutral","sentiment_score":0.21919138729572296},{"text":"I'm good.","start_word":29,"end_word":30,"sentiment":"positive","sentiment_score":0.4200041294097901},{"text":"How are you?","start_word":31,"end_word":33,"sentiment":"neutral","sentiment_score":0.24534237384796145},{"text":"Oh, not so happy, mate.","start_word":34,"end_word":38,"sentiment":"negative","sentiment_score":-0.5975132584571838},{"text":"So I sent you an email this morning, advising that things have gotten worse in terms of, the location that's showing on my work computer. It's now showing as California with the data center being in Seattle Seattle. Whereas before, the location was showing as Melbourne with the data center being in Seattle causing Mhmm.","start_word":39,"end_word":93,"sentiment":"neutral","sentiment_score":-0.2379092127084732},{"text":"still causing a lot of drama, but it's changed now.","start_word":94,"end_word":103,"sentiment":"negative","sentiment_score":-0.33694523572921753},{"text":"And the speed I'm getting is, like, nine m b s, 16 m b p s.","start_word":104,"end_word":119,"sentiment":"neutral","sentiment_score":-0.19786354899406433},{"text":"It's terrible. I can't even operate off my system even with an overseas approval occurring at my end.","start_word":120,"end_word":137,"sentiment":"negative","sentiment_score":-0.7222799062728882},{"text":"Can I please get an update on this stuff?","start_word":138,"end_word":146,"sentiment":"neutral","sentiment_score":-0.2657613456249237},{"text":"Because, you know, two days have gone by, and I've not heard from you or anyone.","start_word":147,"end_word":162,"sentiment":"negative","sentiment_score":-0.4490597546100617},{"text":"Mhmm. Yeah. Is it okay if we do a reset on the router? I've done it I'll email two you times mhmm. today. I've No. two times. It's like pressing the reset button at the router then entering your credentials again, which is the PPPoE credentials. I wouldn't know how to do that. Is it okay if I send you an email instruction for your reference also, but I can also walk you through via phone call? So what? Doing a hard reset on the box? Yeah. That's correct. So why why are we having to go down that road now? Because upon speaking with with Dom and the back end team, they said that this is now resolved. And so we're going to reset hard reset the router and first, to check again if the issue is still there because some customers are just resetting their router.","start_word":163,"end_word":310,"sentiment":"neutral","sentiment_score":-0.035064187844762125},{"text":"And after that, it's working fine now.","start_word":311,"end_word":317,"sentiment":"positive","sentiment_score":0.3943369686603546},{"text":"Well, why haven't I been told this earlier than now? And why haven't I been why haven't you called me or or anything? Actually, they just informed me this morning regarding that. That's why I was about to email you regarding it. Alright. So so what's the deal? Can you send me those email instructions and give me a callback, please? Yeah. Sure. Okay. I'll send it to you shortly then give you a callback then. It's gotta be before 01:00 because I've gotta go out. Yeah. Sure. Just give me a few minutes.","start_word":318,"end_word":411,"sentiment":"neutral","sentiment_score":-0.07486228486324878},{"text":"Thanks, Mariah. Okay. Thank you. Bye for Thank now. you.","start_word":412,"end_word":421,"sentiment":"positive","sentiment_score":0.5785725712776184},{"text":"Bye.","start_word":422,"end_word":422,"sentiment":"neutral","sentiment_score":0.2871137857437134}],"average":{"sentiment":"neutral","sentiment_score":-0.08776384718874668}}}}