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Hello. Good afternoon. This is Jane from Ertog tech support. Am I speaking to John?\n\nYeah. I just wanted to regarding the issue you're experiencing. You said you're having a slow speed of Internet. Yeah. Okay.\n\nMhmm. Is this the first time that you reported this issue to us? Mhmm. Activated the service. Mhmm.\n\nOkay. So I did reboot the network at the address. So for you to take a sec on your end, this often clears out any lingering connectivity issues. Can we do a full power cycle with the router? Please unplug the router.\n\nKeep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Yeah. K. Can we do it now?\n\nBecause I already did reboot the network side. Mhmm. Okay. Yeah. We just need to turn off the router and turn on for twenty minutes.\n\nAnd I'll note this step in your account. If the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. So if the issue persists after the reboot thing, I'm going to ask you to run a speed test via email. I'll email you the instruction if after the reboot is the issue is still there, and I'll report this to the network team to further investigate if ever. Mhmm.\n\nYeah. Mhmm. Okay. Thank you. 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I'll note this step in your account.","start":136.18501,"end":138.125,"sentiment":"neutral","sentiment_score":0.07425720198079944},{"text":"If the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.","start":138.505,"end":147.40001,"sentiment":"neutral","sentiment_score":-0.10387709573842585},{"text":"So if the issue persists after the reboot thing, I'm going to ask you to run a speed test via email.","start":147.62001,"end":155.96,"sentiment":"neutral","sentiment_score":-0.06022770951191584},{"text":"I'll email you the instruction if after the reboot is the issue is still there, and I'll report this to the network team to further investigate if 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Hello? Hello. Yeah. Hi. Good afternoon. I'm looking to. Yes. Speaking. Yeah. I was just fine. Yeah. Yeah. Like, it just like, the kids are trying to, you know, watch the iPads upstairs and trying to play games and it just keeps freezing and sometimes the TV freezes. Yeah. The Internet is outside in the garage because that's where the technician when we had it first put on, that that's the only port that would work is outside. We tried inside behind the TV. The connection doesn't work here. And if I put it upstairs, they he said that the Internet won't work downstairs. So because they're, like, complaining of the speed and yeah. I'm just wanting to get something fixed. Yes. But it it has been ongoing since we, like, had it going for two months. But, yeah, we kinda just I just kinda let it go. Maybe it was the weather or that, but, yeah, they just keep going. It's it's not fast enough. It's not doing anything. We can't watch our shows. It keeps freezing. Yeah. Yep. Okay. So I need to do that now, or can I do that later when the kids are gone? Oh, okay. Well, I have to let them know that I'm gonna turn the Internet off because they might be in the middle of dying. So Okay. Okay. Alright. Alright. Let me give them a a few minutes to stop what they're doing so I can turn it off. Alright. No worries. Thank you. K. Bye. 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Hello? Hello. Yeah. Hi.\n\nGood afternoon. I'm looking to. Yes. Speaking. Yeah.\n\nI was just fine. Yeah. Yeah. Like, it just like, the kids are trying to, you know, watch the iPads upstairs and trying to play games and it just keeps freezing and sometimes the TV freezes. Yeah.\n\nThe Internet is outside in the garage because that's where the technician when we had it first put on, that that's the only port that would work is outside. We tried inside behind the TV. The connection doesn't work here. And if I put it upstairs, they he said that the Internet won't work downstairs. So because they're, like, complaining of the speed and yeah.\n\nI'm just wanting to get something fixed. Yes. But it it has been ongoing since we, like, had it going for two months. But, yeah, we kinda just I just kinda let it go. Maybe it was the weather or that, but, yeah, they just keep going.\n\nIt's it's not fast enough. It's not doing anything. We can't watch our shows. It keeps freezing. Yeah.\n\nYep. 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Hello? Hello. Yeah.\n\nChannel 0: Yes. Hello.\n\nChannel 1: Hi.\n\nChannel 0: Good afternoon.\n\nChannel 1: Good afternoon.\n\nChannel 0: This is Jane from\n\nChannel 1: I'm\n\nChannel 0: Ertog\n\nChannel 1: looking\n\nChannel 0: tech support.\n\nChannel 1: to.\n\nChannel 0: Am I speaking to John?\n\nChannel 1: Yes. Speaking.\n\nChannel 0: Yeah. I\n\nChannel 1: Yeah.\n\nChannel 0: just wanted\n\nChannel 1: I was just\n\nChannel 0: to\n\nChannel 1: fine.\n\nChannel 0: regarding the issue you're experiencing. You said you're having\n\nChannel 1: Yeah.\n\nChannel 0: a slow speed of Internet.\n\nChannel 1: Yeah. Like, it just like, the kids are trying to, you know, watch the iPads upstairs and trying to play games and it just keeps freezing and sometimes the TV freezes. Yeah. The Internet is outside in the garage because that's where the technician when we had it first put on, that that's the only port that would work is outside. We tried inside behind the TV.\n\nThe connection doesn't work here. And if I put it upstairs, they he said that the Internet won't work downstairs. So because they're, like, complaining of the speed and yeah. I'm just\n\nChannel 0: Yeah. Okay.\n\nChannel 1: wanting to get something fixed.\n\nChannel 0: Mhmm. Is this the first time that you reported this issue to us?\n\nChannel 1: Yes. But it it has\n\nChannel 0: Mhmm.\n\nChannel 1: been ongoing since we, like, had it going for two\n\nChannel 0: Activated\n\nChannel 1: months. But,\n\nChannel 0: the service.\n\nChannel 1: yeah,\n\nChannel 0: Mhmm.\n\nChannel 1: we kinda just I just kinda let it go. Maybe it was the weather or that, but, yeah, they just keep going. It's it's not fast enough. It's not doing anything. We can't watch our shows.\n\nIt keeps freezing. Yeah.\n\nChannel 0: Okay. So I did reboot the network at the address. So for\n\nChannel 1: Yep.\n\nChannel 0: you to take a sec on your end, this often clears out any lingering connectivity issues. Can we do a full power cycle with the router? Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection.\n\nChannel 1: Okay. So I need to do\n\nChannel 0: Yeah.\n\nChannel 1: that now, or can I do that later when\n\nChannel 0: K.\n\nChannel 1: the kids are gone?\n\nChannel 0: Can we do it now? Because I already did reboot the network side.\n\nChannel 1: Oh, okay.\n\nChannel 0: Mhmm.\n\nChannel 1: Well, I have to let them know that I'm gonna turn the Internet off because they might be in the middle of dying. So\n\nChannel 0: Okay. Yeah. We just need to turn off the router and turn on for twenty minutes. And I'll note this step in your account. If the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nSo if the\n\nChannel 1: Okay.\n\nChannel 0: issue persists after the reboot thing, I'm going to ask you to run a speed test via email. I'll email you the instruction if after the reboot is the issue is still there, and I'll report this to the network team to further\n\nChannel 1: Okay.\n\nChannel 0: investigate\n\nChannel 1: Alright.\n\nChannel 0: if ever.\n\nChannel 1: Alright. Let me give them\n\nChannel 0: Mhmm.\n\nChannel 1: a a few minutes to stop what\n\nChannel 0: Yeah.\n\nChannel 1: they're doing so I can turn it off. Alright.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: No worries. Thank\n\nChannel 0: Thank\n\nChannel 1: you.\n\nChannel 0: you. Bye\n\nChannel 1: K.\n\nChannel 0: for\n\nChannel 1: Bye.\n\nChannel 0: now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.32,"end":0.82,"sentiment":"neutral","sentiment_score":0.004410296678543091},{"text":"Hello?","start":1.28,"end":1.36,"sentiment":"neutral","sentiment_score":0.00708464439958334},{"text":"Hello.","start":1.36,"end":1.86,"sentiment":"neutral","sentiment_score":0.01601433753967285},{"text":"Yeah.","start":2.48,"end":2.98,"sentiment":"neutral","sentiment_score":0.03168056160211563}],"sentiment":"neutral","sentiment_score":0.014797460054978728,"channel":1,"num_words":4,"start":0.32,"end":2.98},{"sentences":[{"text":"Yes.","start":2.8799999,"end":3.12,"sentiment":"neutral","sentiment_score":0.059203073382377625},{"text":"Hello.","start":3.12,"end":3.6,"sentiment":"neutral","sentiment_score":0.10733279585838318}],"sentiment":"neutral","sentiment_score":0.0832679346203804,"channel":0,"num_words":2,"start":2.8799999,"end":3.6},{"sentences":[{"text":"Hi.","start":3.6,"end":4.1,"sentiment":"neutral","sentiment_score":0.2767264246940613}],"sentiment":"neutral","sentiment_score":0.2767264246940613,"channel":1,"num_words":1,"start":3.6,"end":4.1},{"sentences":[{"text":"Good 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the reboot is the issue is still there, and I'll report this to the network team to 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what","start":169.87,"end":171.39,"sentiment":"neutral","sentiment_score":-0.017717371561697552}],"sentiment":"neutral","sentiment_score":-0.017717371561697552,"channel":1,"num_words":7,"start":169.87,"end":171.39},{"sentences":[{"text":"Yeah.","start":171.29893,"end":171.79893,"sentiment":"neutral","sentiment_score":-0.00102168507874012}],"sentiment":"neutral","sentiment_score":-0.00102168507874012,"channel":0,"num_words":1,"start":171.29893,"end":171.79893},{"sentences":[{"text":"they're doing so I can turn it 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customer calls a tech support representative to report issues with their internet speed. The representative asks the customer to check their internet connection and re-spark the network. The customer is instructed to turn off their router and wait for 20 minutes before reporting the issue to the network team. The representative will escalate the issue if it persists and asks the customer to run a speed test via email."},"intents":{"segments":[{"text":"a slow speed of Internet. Yeah. Like, it just like, the kids are trying to, you know, watch the iPads upstairs and trying to play games and it just keeps freezing and sometimes the TV freezes. Yeah.","start_word":48,"end_word":84,"intents":[{"intent":"Fix internet issue","confidence_score":0.105375916}]},{"text":"Can we do a full power cycle with the router? Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Okay.","start_word":264,"end_word":295,"intents":[{"intent":"Troubleshoot router issues","confidence_score":0.012189391}]}]},"sentiments":{"segments":[{"text":"Hello? Hello? Hello. Yeah. Yes. Hello. Good Hi. afternoon. Good afternoon. This is Jane from I'm Ertog looking tech support. to. Am I speaking to John? Yes. Speaking. Yeah. I Yeah. just wanted I was just to regarding fine. the issue you're experiencing. You said you're having Yeah.","start_word":0,"end_word":47,"sentiment":"neutral","sentiment_score":0.055279407650232315},{"text":"a slow speed of Internet. Yeah. Like, it just like, the kids are trying to, you know, watch the iPads upstairs and trying to play games and it just keeps freezing and sometimes the TV freezes.","start_word":48,"end_word":83,"sentiment":"negative","sentiment_score":-0.398598849773407},{"text":"Yeah. The Internet is outside in the garage because that's where the technician when we had it first put on, that that's the only port that would work is outside. We tried inside behind the TV.","start_word":84,"end_word":119,"sentiment":"neutral","sentiment_score":-0.18214620649814608},{"text":"The connection doesn't work here.","start_word":120,"end_word":124,"sentiment":"negative","sentiment_score":-0.42217549681663513},{"text":"And if I put it upstairs, they he said that the Internet won't work downstairs.","start_word":125,"end_word":139,"sentiment":"neutral","sentiment_score":-0.28057652711868286},{"text":"So because they're, like, complaining of the speed and yeah.","start_word":140,"end_word":149,"sentiment":"negative","sentiment_score":-0.354997456073761},{"text":"I'm just Yeah. Okay. wanting to get something fixed. Mhmm. Is this the first time that you reported this issue to us? Yes. But it it has Mhmm. been ongoing since we, like, had it going for two Activated months. But, the service. yeah, Mhmm. we kinda just I just kinda let it go.","start_word":150,"end_word":203,"sentiment":"neutral","sentiment_score":-0.14646032452583313},{"text":"Maybe it was the weather or that, but, yeah, they just keep going. It's it's not fast enough. It's not doing anything. We can't watch our shows. It keeps freezing.","start_word":204,"end_word":233,"sentiment":"negative","sentiment_score":-0.5136091113090515},{"text":"Yeah. Okay. So I did reboot the network at the address. So for Yep. you to take a sec on your end, this often clears out any lingering connectivity issues. Can we do a full power cycle with the router? Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Okay. So I need to do Yeah. that now, or can I do that later when K. the kids are gone? Can we do it now? Because I already did reboot the network side. Oh, okay. Mhmm. Well, I have to let them know that I'm gonna turn the Internet off because they might be in the middle of dying. So Okay. Yeah. We just need to turn off the router and turn on for twenty minutes. And I'll note this step in your account. If the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. So if the issue Okay. persists after the reboot thing, I'm going to ask you to run a speed test via email. I'll email you the instruction if after the reboot is the issue is still there, and I'll report this to the network team to further Okay. investigate Alright. if ever. Alright. Let me give them Mhmm. a a few minutes to stop what Yeah. they're doing so I can turn it off. Alright. Mhmm. Okay. 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