{"metadata":{"transaction_key":"deprecated","request_id":"01a00d06-fec1-7fa3-ba53-1f1c8d6ccaf4","sha256":"3af4bcb7dd6c788004045c15a9485aa27f0725f02dd0d17b262c7426174a6429","created":"2026-08-17T00:02:39.075Z","duration":530.2799,"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":1996,"output_tokens":89},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2332,"output_tokens":2337},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2332,"output_tokens":60}},"results":{"channels":[{"alternatives":[{"transcript":"Good morning. Yeah. Good morning. Yeah. Are you at home at the moment? Yeah. But there there could be could be a few factors there. It could be your router. It could be your NTD box. I'm not sure. Okay. Could I just have the account holder's first name? The account holder's first name. Okay. One second. Okay. So you're on the OptiCom network. I just need to hang on. I just need to verify you. Can I just have your date of birth, please? Okay. No problem. That's good. So you're on the OptiCom network. And what okay. So so you're getting on the OptiCom network a low speed. Have you done, like, a power cycle? Have you turned the router off for about twenty minutes? Okay. And when did you when did you reconnect the router back up? Oh, so so you you connect you connected the router three days ago. Right? Yeah. Yeah. Yeah. Alright. Yeah. Okay. No worries. That's that's fine. Yeah. Well, you don't have to repeat yourself. It's all good. We're here to get this resolved. Alright. So if you did a power cycle three days ago, there was a niche there was an OptiComm issue. You were blah blah blah blah blah. You're in you're in Victoria. 9 Remarkable Drive. Okay. So they did they've done because what's happening and it's just really crazy because we're, yeah, we're trying to keep everything smooth for everybody. But since September last year, when NBN decided to do the power boost, everybody's been doing the same. But to do a power boost, they've gotta upgrade, update all their bloody bandwidth and stuff like that. Sometimes that creates, well, not sometimes. Most of the times, it creates a bit of an issue in certain areas when they do the upgrading and all that. And I think your issue was one of them that was done a couple of weeks ago. So if you did a power cycle three days ago, then you you need to perform another one. Oh, so you did it yesterday? Okay. I thought you said three days ago. That's why and you're still getting low speeds. So what are you doing the speed test on the Ookla app? Your ping is only six. So what the hell are you getting the lowest speed for? What the hell? But it's showing it's showing Aussie Broadband. Why is it showing Aussie Broadband? It should it shouldn't be showing Aussie Broadband. So it looks like you're still stuck with Aussie Broadband. I'm gonna have to get that double checked. You shouldn't be with Aussie Broadband. You should be with either SuperLoop or someone else, but not Aussie Broadband because I we changed from Aussie Broadband because that's who you were with. Right? Yeah. Yeah. Yeah. I think what what's happened here is Aussie Broadband doesn't wanna let you go. It does happen. Alright. Let me just check and yeah. Because this I think this is where the problem is. Because you shouldn't have Aussie Broadband anymore. Because we we swapped from Aussie Broadband swapped you over from an Aussie Broadband to another distributor of OptiCom. Alright. Because we don't have a direct line. We're on a layer three with OptiCom. We're not on a layer two. So you won't see Airtel Australia. You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband. It should be SuperLoop. Alright. Can you give me at least an hour or so, and I'll call you back? Oh, what what when do you when do you get home? What time do you get home? Okay. Cool. Alright. Well, then let and you're on you're with you you're also being communicated on the WhatsApp app. Yeah? Yeah. But if I'm was that the last speed test you did? Hang on. Yeah. So this two point yeah. But the thing is whether you did it last night or three days ago or a week ago, your ping m s is only six. So you should be getting what what speed are you on? You're on. So you should be getting 50 or just a little bit over that. So why are you getting to so there's a problem here. Alright. Leave that with us, and I'll I'll get our tech team to communicate with our supplier and find out why that's happening. I'll let it just it just seems like they haven't taken us off the hook from Aussie Broadband and and put you onto the proper Airtel hook, if you know what I mean. So you're still I I don't know. I I don't know. I know that there's been some upgrades with OptiComm, and sometimes when the upgrades are finished, you need to unplug the router. Sometimes it'll work if you unplug it for thirty seconds. Sometimes you have to unplug it for twenty minutes, and it should work. You told me you did that three days ago for two days and yesterday for about two hours, and you're still getting two point five. So there's something wrong there. There's something wrong in the back end with OptiComm that needs to be fixed up. So you can't get 2Point4 you can't get 2Point 53 and a ping of 6. No. You have. And I I agree with you. I'll look. I'm not part of the accounts team with the tech support here. If I can get a compensation for you, I'll do it. Not a problem. Just let let us fix this up first, then we'll talk about the rest after. Alright? Because to me, it's tell it's telling me that there's a a back end issue that hasn't been hasn't been fixed up. Alright? Oh, yeah. I I I don't blame you, mate. I'll be throwing glasses around. Yeah. Yeah. Yeah. I'm happy to get this resolved in the next hour. Okay? Alright. No worries, mate. 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morning. Yeah. Good morning. Yeah. Are you at home at the moment?\n\nYeah. But there there could be could be a few factors there. It could be your router. It could be your NTD box. I'm not sure.\n\nOkay. Could I just have the account holder's first name? The account holder's first name. Okay. One second.\n\nOkay. So you're on the OptiCom network. I just need to hang on. I just need to verify you. Can I just have your date of birth, please?\n\nOkay. No problem. That's good. So you're on the OptiCom network. And what okay.\n\nSo so you're getting on the OptiCom network a low speed. Have you done, like, a power cycle? Have you turned the router off for about twenty minutes? Okay. And when did you when did you reconnect the router back up?\n\nOh, so so you you connect you connected the router three days ago. Right? Yeah. Yeah. Yeah.\n\nAlright. Yeah. Okay. No worries. That's that's fine.\n\nYeah. Well, you don't have to repeat yourself. It's all good. We're here to get this resolved. Alright.\n\nSo if you did a power cycle three days ago, there was a niche there was an OptiComm issue. You were blah blah blah blah blah. You're in you're in Victoria. 9 Remarkable Drive. Okay.\n\nSo they did they've done because what's happening and it's just really crazy because we're, yeah, we're trying to keep everything smooth for everybody. But since September last year, when NBN decided to do the power boost, everybody's been doing the same. But to do a power boost, they've gotta upgrade, update all their bloody bandwidth and stuff like that. Sometimes that creates, well, not sometimes. Most of the times, it creates a bit of an issue in certain areas when they do the upgrading and all that.\n\nAnd I think your issue was one of them that was done a couple of weeks ago. So if you did a power cycle three days ago, then you you need to perform another one. Oh, so you did it yesterday? Okay. I thought you said three days ago.\n\nThat's why and you're still getting low speeds. So what are you doing the speed test on the Ookla app? Your ping is only six. So what the hell are you getting the lowest speed for? What the hell?\n\nBut it's showing it's showing Aussie Broadband. Why is it showing Aussie Broadband? It should it shouldn't be showing Aussie Broadband. So it looks like you're still stuck with Aussie Broadband. I'm gonna have to get that double checked.\n\nYou shouldn't be with Aussie Broadband. You should be with either SuperLoop or someone else, but not Aussie Broadband because I we changed from Aussie Broadband because that's who you were with. Right? Yeah. Yeah.\n\nYeah. I think what what's happened here is Aussie Broadband doesn't wanna let you go. It does happen. Alright. Let me just check and yeah.\n\nBecause this I think this is where the problem is. Because you shouldn't have Aussie Broadband anymore. Because we we swapped from Aussie Broadband swapped you over from an Aussie Broadband to another distributor of OptiCom. Alright. Because we don't have a direct line.\n\nWe're on a layer three with OptiCom. We're not on a layer two. So you won't see Airtel Australia. You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband. It should be SuperLoop.\n\nAlright. Can you give me at least an hour or so, and I'll call you back? Oh, what what when do you when do you get home? What time do you get home? Okay.\n\nCool. Alright. Well, then let and you're on you're with you you're also being communicated on the WhatsApp app. Yeah? Yeah.\n\nBut if I'm was that the last speed test you did? Hang on. Yeah. So this two point yeah. But the thing is whether you did it last night or three days ago or a week ago, your ping m s is only six.\n\nSo you should be getting what what speed are you on? You're on. So you should be getting 50 or just a little bit over that. So why are you getting to so there's a problem here. Alright.\n\nLeave that with us, and I'll I'll get our tech team to communicate with our supplier and find out why that's happening. I'll let it just it just seems like they haven't taken us off the hook from Aussie Broadband and and put you onto the proper Airtel hook, if you know what I mean. So you're still I I don't know. I I don't know. I know that there's been some upgrades with OptiComm, and sometimes when the upgrades are finished, you need to unplug the router.\n\nSometimes it'll work if you unplug it for thirty seconds. Sometimes you have to unplug it for twenty minutes, and it should work. You told me you did that three days ago for two days and yesterday for about two hours, and you're still getting two point five. So there's something wrong there. There's something wrong in the back end with OptiComm that needs to be fixed up.\n\nSo you can't get 2Point4 you can't get 2Point 53 and a ping of 6. No. You have. And I I agree with you. I'll look.\n\nI'm not part of the accounts team with the tech support here. If I can get a compensation for you, I'll do it. Not a problem. Just let let us fix this up first, then we'll talk about the rest after. Alright?\n\nBecause to me, it's tell it's telling me that there's a a back end issue that hasn't been hasn't been fixed up. Alright? Oh, yeah. I I I don't blame you, mate. I'll be throwing glasses around.\n\nYeah. Yeah. Yeah. I'm happy to get this resolved in the next hour. Okay?\n\nAlright. No worries, mate. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.64,"end":1.38,"sentiment":"neutral","sentiment_score":0.1590973064303398},{"text":"Yeah.","start":4.48,"end":4.72,"sentiment":"neutral","sentiment_score":0.1019670069217682},{"text":"Good morning.","start":4.72,"end":5.38,"sentiment":"neutral","sentiment_score":0.20210181176662445},{"text":"Yeah.","start":32.48,"end":32.98,"sentiment":"neutral","sentiment_score":-0.05173053592443466},{"text":"Are you at home at the moment?","start":33.2,"end":34.58,"sentiment":"neutral","sentiment_score":-0.04169095414025443}],"sentiment":"neutral","sentiment_score":0.03698446372380623,"num_words":13,"start":0.64,"end":34.58},{"sentences":[{"text":"Yeah.","start":38.365,"end":38.605003,"sentiment":"neutral","sentiment_score":-0.044426001608371735},{"text":"But there there could be could be a few factors there.","start":38.605003,"end":41.345,"sentiment":"neutral","sentiment_score":-0.14734728634357452},{"text":"It could be your router.","start":41.565002,"end":43.645,"sentiment":"neutral","sentiment_score":-0.10138306617736817},{"text":"It could be your NTD box.","start":43.645,"end":45.005,"sentiment":"neutral","sentiment_score":-0.08724220966299374},{"text":"I'm not sure.","start":45.005,"end":45.825,"sentiment":"neutral","sentiment_score":-0.15116540094216666}],"sentiment":"neutral","sentiment_score":-0.12111965165688442,"num_words":26,"start":38.365,"end":45.825},{"sentences":[{"text":"Okay.","start":88.58,"end":88.979996,"sentiment":"neutral","sentiment_score":-0.04582714289426803},{"text":"Could I just have the account holder's first name?","start":88.979996,"end":91.4,"sentiment":"neutral","sentiment_score":-0.03148862885104285},{"text":"The account holder's first name.","start":92.855,"end":94.635,"sentiment":"neutral","sentiment_score":-0.03699581474065781},{"text":"Okay.","start":98.135,"end":98.615,"sentiment":"neutral","sentiment_score":-0.007605746388435364},{"text":"One second.","start":98.615,"end":99.435,"sentiment":"neutral","sentiment_score":-0.012976313475519419}],"sentiment":"neutral","sentiment_score":-0.03043123608868983,"num_words":18,"start":88.58,"end":99.435},{"sentences":[{"text":"Okay.","start":100.775,"end":101.095,"sentiment":"neutral","sentiment_score":0.0002342062070965767},{"text":"So you're on the OptiCom network.","start":101.095,"end":103.195,"sentiment":"neutral","sentiment_score":0.002442458178848028},{"text":"I just need to hang on.","start":103.575005,"end":107.25,"sentiment":"neutral","sentiment_score":-0.010779115371406078},{"text":"I just need to verify you.","start":107.81,"end":109.97,"sentiment":"neutral","sentiment_score":-0.018739456466088694},{"text":"Can I just have your date of birth, please?","start":109.97,"end":111.83,"sentiment":"neutral","sentiment_score":-0.008812104455298848}],"sentiment":"neutral","sentiment_score":-0.008626121994374054,"num_words":28,"start":100.775,"end":111.83},{"sentences":[{"text":"Okay.","start":114.69,"end":115.17,"sentiment":"neutral","sentiment_score":0.04141669720411301},{"text":"No problem.","start":115.17,"end":115.89,"sentiment":"neutral","sentiment_score":0.1442665010690689},{"text":"That's good.","start":115.89,"end":116.63,"sentiment":"neutral","sentiment_score":0.24497108161449432},{"text":"So you're on the OptiCom network.","start":117.09,"end":118.85,"sentiment":"neutral","sentiment_score":0.0947014292081197},{"text":"And what okay.","start":118.85,"end":120.21,"sentiment":"positive","sentiment_score":0.391949067513148}],"sentiment":"neutral","sentiment_score":0.18313911716852868,"num_words":14,"start":114.69,"end":120.21},{"sentences":[{"text":"So so you're getting on the OptiCom network a low speed.","start":120.21,"end":126.545,"sentiment":"neutral","sentiment_score":0.044028257612477646},{"text":"Have you done, like, a power cycle?","start":126.545,"end":131.025,"sentiment":"neutral","sentiment_score":-0.00793662600751434},{"text":"Have you turned the router off for about twenty minutes?","start":131.025,"end":133.445,"sentiment":"neutral","sentiment_score":-0.053362611681222916},{"text":"Okay.","start":140.37,"end":140.87,"sentiment":"neutral","sentiment_score":0.02814888209104538},{"text":"And when did you when did you reconnect the router back up?","start":141.33,"end":144.55,"sentiment":"neutral","sentiment_score":-0.007826448728640875}],"sentiment":"neutral","sentiment_score":-0.004161955311712696,"num_words":41,"start":120.21,"end":144.55},{"sentences":[{"text":"Oh, so so you you connect you connected the router three days ago.","start":149.965,"end":153.405,"sentiment":"neutral","sentiment_score":0.011328592108419308},{"text":"Right?","start":153.405,"end":153.905,"sentiment":"neutral","sentiment_score":0.013060794211924076},{"text":"Yeah.","start":157.325,"end":157.645,"sentiment":"neutral","sentiment_score":-0.02353070303797722},{"text":"Yeah.","start":157.645,"end":157.965,"sentiment":"neutral","sentiment_score":-0.011971322819590569},{"text":"Yeah.","start":157.965,"end":158.205,"sentiment":"neutral","sentiment_score":0.019841229543089867}],"sentiment":"neutral","sentiment_score":0.008510099723935127,"num_words":17,"start":149.965,"end":158.205},{"sentences":[{"text":"Alright.","start":158.205,"end":158.52501,"sentiment":"neutral","sentiment_score":0.06228020787239075},{"text":"Yeah.","start":158.52501,"end":158.845,"sentiment":"neutral","sentiment_score":0.04870256036520004},{"text":"Okay.","start":158.845,"end":159.245,"sentiment":"neutral","sentiment_score":0.08604612946510315},{"text":"No worries.","start":159.245,"end":159.88501,"sentiment":"neutral","sentiment_score":0.16830232739448547},{"text":"That's that's fine.","start":159.88501,"end":160.52501,"sentiment":"neutral","sentiment_score":0.3123209873835246}],"sentiment":"neutral","sentiment_score":0.18382456433027983,"num_words":8,"start":158.205,"end":160.52501},{"sentences":[{"text":"Yeah.","start":160.52501,"end":160.685,"sentiment":"neutral","sentiment_score":0.2844880223274231},{"text":"Well, you don't have to repeat yourself.","start":160.685,"end":162.125,"sentiment":"neutral","sentiment_score":0.27728823465960367},{"text":"It's all good.","start":162.125,"end":162.9,"sentiment":"positive","sentiment_score":0.6120652159055074},{"text":"We're here to get this resolved.","start":163.14,"end":164.57999,"sentiment":"positive","sentiment_score":0.5105508714914322},{"text":"Alright.","start":164.57999,"end":164.98,"sentiment":"neutral","sentiment_score":0.12140780687332152}],"sentiment":"positive","sentiment_score":0.40257857491572696,"num_words":18,"start":160.52501,"end":164.98},{"sentences":[{"text":"So if you did a power cycle three days ago, there was a niche there was an OptiComm issue.","start":164.98,"end":172.2,"sentiment":"neutral","sentiment_score":-0.05170675337706741},{"text":"You were blah blah blah blah blah.","start":173.06,"end":174.81999,"sentiment":"neutral","sentiment_score":-0.09494864089148385},{"text":"You're in you're in Victoria.","start":174.81999,"end":177.79999,"sentiment":"neutral","sentiment_score":0.0012214291840791703},{"text":"9 Remarkable Drive.","start":179.355,"end":181.215,"sentiment":"neutral","sentiment_score":0.21320859342813492},{"text":"Okay.","start":181.355,"end":181.855,"sentiment":"neutral","sentiment_score":0.11728491634130478}],"sentiment":"neutral","sentiment_score":-0.025258598795958927,"num_words":35,"start":164.98,"end":181.855},{"sentences":[{"text":"So they did they've done because what's happening and it's just really crazy because we're, yeah, we're trying to keep everything smooth for everybody.","start":182.075,"end":190.575,"sentiment":"neutral","sentiment_score":0.1334632740666469},{"text":"But since September last year, when NBN decided to do the power boost, everybody's been doing the same.","start":190.635,"end":196.86,"sentiment":"neutral","sentiment_score":-0.04752597792281045},{"text":"But to do a power boost, they've gotta upgrade, update all their bloody bandwidth and stuff like that.","start":197.23999,"end":203.4,"sentiment":"neutral","sentiment_score":-0.10950783660842313},{"text":"Sometimes that creates, well, not sometimes.","start":203.4,"end":206.125,"sentiment":"neutral","sentiment_score":-0.22091076771418253},{"text":"Most of the times, it creates a bit of an issue in certain areas when they do the upgrading and all that.","start":206.185,"end":212.585,"sentiment":"neutral","sentiment_score":-0.2757786674933}],"sentiment":"neutral","sentiment_score":-0.07972824289886789,"num_words":88,"start":182.075,"end":212.585},{"sentences":[{"text":"And I think your issue was one of them that was done a couple of weeks ago.","start":212.585,"end":216.285,"sentiment":"neutral","sentiment_score":-0.24427968964857213},{"text":"So if you did a power cycle three days ago, then you you need to perform another one.","start":217.73,"end":222.79,"sentiment":"neutral","sentiment_score":-0.1984277011619674},{"text":"Oh, so you did it yesterday?","start":230.37,"end":231.67,"sentiment":"neutral","sentiment_score":0.035082180673877396},{"text":"Okay.","start":233.445,"end":233.565,"sentiment":"neutral","sentiment_score":0.005468450486660004},{"text":"I thought you said three days ago.","start":233.565,"end":235.125,"sentiment":"neutral","sentiment_score":-0.061796266053404124}],"sentiment":"neutral","sentiment_score":-0.16206256475071518,"num_words":49,"start":212.585,"end":235.125},{"sentences":[{"text":"That's why and you're still getting low speeds.","start":235.125,"end":243.705,"sentiment":"neutral","sentiment_score":-0.27935347985476255},{"text":"So what are you doing the speed test on the Ookla app?","start":244.485,"end":248.31,"sentiment":"neutral","sentiment_score":0.005474977195262909},{"text":"Your ping is only six.","start":252.39,"end":253.67,"sentiment":"neutral","sentiment_score":-0.16321485936641694},{"text":"So what the hell are you getting the lowest speed for?","start":253.67,"end":255.59,"sentiment":"neutral","sentiment_score":-0.18498872897841714},{"text":"What the hell?","start":255.59,"end":256.41,"sentiment":"neutral","sentiment_score":-0.16791608929634094}],"sentiment":"neutral","sentiment_score":-0.1416365819481703,"num_words":39,"start":235.125,"end":256.41},{"sentences":[{"text":"But it's showing it's showing Aussie Broadband.","start":260.07,"end":263.015,"sentiment":"neutral","sentiment_score":-0.09158822042601449},{"text":"Why is it showing Aussie Broadband?","start":263.075,"end":264.855,"sentiment":"neutral","sentiment_score":-0.13910701498389244},{"text":"It should it shouldn't be showing Aussie Broadband.","start":266.11502,"end":268.61502,"sentiment":"neutral","sentiment_score":-0.1940571404993534},{"text":"So it looks like you're still stuck with Aussie Broadband.","start":268.755,"end":272.535,"sentiment":"neutral","sentiment_score":-0.2835270449519157},{"text":"I'm gonna have to get that double checked.","start":272.67502,"end":274.61502,"sentiment":"neutral","sentiment_score":-0.23031342774629593}],"sentiment":"neutral","sentiment_score":-0.19758960585563612,"num_words":39,"start":260.07,"end":274.61502},{"sentences":[{"text":"You shouldn't be with Aussie Broadband.","start":275.24002,"end":277.08002,"sentiment":"neutral","sentiment_score":-0.21870377163092294},{"text":"You should be with either SuperLoop or someone else, but not Aussie Broadband because I we changed from Aussie Broadband because that's who you were with.","start":277.08002,"end":287.64,"sentiment":"neutral","sentiment_score":-0.11513328509261975},{"text":"Right?","start":287.64,"end":288.14,"sentiment":"neutral","sentiment_score":0.021815653890371323},{"text":"Yeah.","start":295.715,"end":296.215,"sentiment":"neutral","sentiment_score":-0.049709584563970566},{"text":"Yeah.","start":297.715,"end":298.215,"sentiment":"neutral","sentiment_score":-0.04057574272155762}],"sentiment":"neutral","sentiment_score":-0.1249759347311088,"num_words":35,"start":275.24002,"end":298.215},{"sentences":[{"text":"Yeah.","start":299.715,"end":300.215,"sentiment":"neutral","sentiment_score":-0.10901922732591628},{"text":"I think what what's happened here is Aussie Broadband doesn't wanna let you go.","start":300.355,"end":304.135,"sentiment":"neutral","sentiment_score":-0.2632423405136381},{"text":"It does happen.","start":305.21,"end":306.11002,"sentiment":"neutral","sentiment_score":-0.18951433897018433},{"text":"Alright.","start":307.13,"end":307.53,"sentiment":"neutral","sentiment_score":-0.015511895529925823},{"text":"Let me just check and yeah.","start":307.53,"end":309.77,"sentiment":"neutral","sentiment_score":-0.030839795246720314}],"sentiment":"neutral","sentiment_score":-0.182540227137506,"num_words":25,"start":299.715,"end":309.77},{"sentences":[{"text":"Because this I think this is where the problem is.","start":309.77,"end":311.87,"sentiment":"neutral","sentiment_score":-0.19620263427495957},{"text":"Because you shouldn't have Aussie Broadband anymore.","start":312.33002,"end":314.17,"sentiment":"neutral","sentiment_score":-0.25483053284032003},{"text":"Because we we swapped from Aussie Broadband swapped you over from an Aussie Broadband to another distributor of OptiCom.","start":314.17,"end":321.57498,"sentiment":"neutral","sentiment_score":-0.11319188891272795},{"text":"Alright.","start":323.395,"end":323.79498,"sentiment":"neutral","sentiment_score":-0.034719742834568024},{"text":"Because we don't have a direct line.","start":323.79498,"end":326.035,"sentiment":"neutral","sentiment_score":-0.1418829592210906}],"sentiment":"neutral","sentiment_score":-0.1573724186217243,"num_words":44,"start":309.77,"end":326.035},{"sentences":[{"text":"We're on a layer three with OptiCom.","start":326.035,"end":327.895,"sentiment":"neutral","sentiment_score":-0.04741689296705382},{"text":"We're not on a layer two.","start":328.19498,"end":329.47498,"sentiment":"neutral","sentiment_score":-0.22759380439917246},{"text":"So you won't see Airtel Australia.","start":329.47498,"end":331.25497,"sentiment":"neutral","sentiment_score":-0.2044926956295967},{"text":"You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband.","start":331.315,"end":338.06,"sentiment":"neutral","sentiment_score":-0.15851956523127025},{"text":"It should be SuperLoop.","start":338.06,"end":339.03998,"sentiment":"neutral","sentiment_score":-0.08398446161299944}],"sentiment":"neutral","sentiment_score":-0.14911529930626474,"num_words":41,"start":326.035,"end":339.03998},{"sentences":[{"text":"Alright.","start":339.66,"end":340.16,"sentiment":"neutral","sentiment_score":0.0574074387550354},{"text":"Can you give me at least an hour or so, and I'll call you back?","start":341.18,"end":345.52,"sentiment":"neutral","sentiment_score":0.0492732389519612},{"text":"Oh, what what when do you when do you get home?","start":346.765,"end":348.445,"sentiment":"neutral","sentiment_score":-0.0534587392414158},{"text":"What time do you get home?","start":348.445,"end":349.665,"sentiment":"neutral","sentiment_score":-0.034375447779893875},{"text":"Okay.","start":354.765,"end":355.165,"sentiment":"neutral","sentiment_score":0.12338912487030028}],"sentiment":"neutral","sentiment_score":0.0036940096932298995,"num_words":34,"start":339.66,"end":355.165},{"sentences":[{"text":"Cool.","start":355.165,"end":355.405,"sentiment":"neutral","sentiment_score":0.2786906063556671},{"text":"Alright.","start":355.405,"end":355.64502,"sentiment":"neutral","sentiment_score":0.129550963640213},{"text":"Well, then let and you're on you're with you you're also being communicated on the WhatsApp app.","start":355.64502,"end":360.36502,"sentiment":"neutral","sentiment_score":0.06996044867178973},{"text":"Yeah?","start":360.36502,"end":360.86502,"sentiment":"neutral","sentiment_score":0.023768994957208633},{"text":"Yeah.","start":366.44998,"end":366.85,"sentiment":"neutral","sentiment_score":-0.05156838893890381}],"sentiment":"neutral","sentiment_score":0.07475094302069574,"num_words":21,"start":355.165,"end":366.85},{"sentences":[{"text":"But if I'm was that the last speed test you did?","start":366.85,"end":370.22998,"sentiment":"neutral","sentiment_score":-0.06283480267633092},{"text":"Hang on.","start":372.28998,"end":373.11,"sentiment":"neutral","sentiment_score":-0.02508700918406248},{"text":"Yeah.","start":379.065,"end":379.38498,"sentiment":"neutral","sentiment_score":-0.034005776047706604},{"text":"So this two point yeah.","start":379.38498,"end":380.82498,"sentiment":"neutral","sentiment_score":-0.022680479288101196},{"text":"But the thing is whether you did it last night or three days ago or a week ago, your ping m s is only six.","start":380.82498,"end":387.865,"sentiment":"neutral","sentiment_score":-0.08792494997382164}],"sentiment":"neutral","sentiment_score":-0.07015656294639815,"num_words":44,"start":366.85,"end":387.865},{"sentences":[{"text":"So you should be getting what what speed are you on?","start":387.865,"end":390.905,"sentiment":"neutral","sentiment_score":-0.024250273677435787},{"text":"You're on.","start":390.905,"end":391.805,"sentiment":"neutral","sentiment_score":-0.08037428185343742},{"text":"So you should be getting 50 or just a little bit over that.","start":394.23,"end":397.27,"sentiment":"neutral","sentiment_score":-0.142370401093593},{"text":"So why are you getting to so there's a problem here.","start":397.27,"end":400.01,"sentiment":"negative","sentiment_score":-0.49520816044373944},{"text":"Alright.","start":400.15,"end":400.55,"sentiment":"neutral","sentiment_score":-0.09401275962591173}],"sentiment":"neutral","sentiment_score":-0.20577945560216904,"num_words":38,"start":387.865,"end":400.55},{"sentences":[{"text":"Leave that with us, and I'll I'll get our tech team to communicate with our supplier and find out why that's happening.","start":400.55,"end":408.845,"sentiment":"neutral","sentiment_score":-0.06791936775500124},{"text":"I'll let it just it just seems like they haven't taken us off the hook from Aussie Broadband and and put you onto the proper Airtel hook, if you know what I mean.","start":409.065,"end":419.785,"sentiment":"neutral","sentiment_score":-0.19955683307665767},{"text":"So you're still I I don't know.","start":419.785,"end":428.8,"sentiment":"neutral","sentiment_score":-0.24653358863932745},{"text":"I I don't know.","start":428.8,"end":429.59998,"sentiment":"neutral","sentiment_score":-0.317557018250227},{"text":"I know that there's been some upgrades with OptiComm, and sometimes when the upgrades are finished, you need to unplug the router.","start":429.59998,"end":438.145,"sentiment":"neutral","sentiment_score":-0.06810934824699705}],"sentiment":"neutral","sentiment_score":-0.14288602769374847,"num_words":88,"start":400.55,"end":438.145},{"sentences":[{"text":"Sometimes it'll work if you unplug it for thirty seconds.","start":438.605,"end":441.185,"sentiment":"neutral","sentiment_score":-0.020259282365441323},{"text":"Sometimes you have to unplug it for twenty minutes, and it should work.","start":441.32498,"end":444.225,"sentiment":"neutral","sentiment_score":-0.0021494843352299472},{"text":"You told me you did that three days ago for two days and yesterday for about two hours, and you're still getting two point five.","start":444.285,"end":451.86002,"sentiment":"neutral","sentiment_score":-0.10559617042541504},{"text":"So there's something wrong there.","start":451.86002,"end":453.3,"sentiment":"negative","sentiment_score":-0.41910997629165647},{"text":"There's something wrong in the back end with OptiComm that needs to be fixed up.","start":453.3,"end":457.08002,"sentiment":"negative","sentiment_score":-0.462851615746816}],"sentiment":"neutral","sentiment_score":-0.17512888968100443,"num_words":68,"start":438.605,"end":457.08002},{"sentences":[{"text":"So you can't get 2Point4 you can't get 2Point 53 and a ping of 6.","start":458.58002,"end":463.16,"sentiment":"neutral","sentiment_score":-0.09943362275759379},{"text":"No.","start":467.70502,"end":467.865,"sentiment":"neutral","sentiment_score":-0.25440385937690735},{"text":"You have.","start":467.865,"end":468.345,"sentiment":"neutral","sentiment_score":-0.2058526799082756},{"text":"And I I agree with you.","start":468.345,"end":469.785,"sentiment":"neutral","sentiment_score":0.053155919536948204},{"text":"I'll look.","start":469.785,"end":471.245,"sentiment":"neutral","sentiment_score":-0.016637613996863365}],"sentiment":"neutral","sentiment_score":-0.07199820274343857,"num_words":26,"start":458.58002,"end":471.245},{"sentences":[{"text":"I'm not part of the accounts team with the tech support here.","start":471.465,"end":474.105,"sentiment":"neutral","sentiment_score":-0.11454283477117617},{"text":"If I can get a compensation for you, I'll do it.","start":474.105,"end":476.265,"sentiment":"neutral","sentiment_score":0.11153517392548648},{"text":"Not a problem.","start":476.265,"end":476.97,"sentiment":"neutral","sentiment_score":0.1881352961063385},{"text":"Just let let us fix this up first, then we'll talk about the rest 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around.","start":507.66998,"end":509.37,"sentiment":"neutral","sentiment_score":-0.14857172071933747}],"sentiment":"neutral","sentiment_score":-0.19606109708547592,"num_words":37,"start":481.69,"end":509.37},{"sentences":[{"text":"Yeah.","start":520.965,"end":521.205,"sentiment":"neutral","sentiment_score":-0.16652217507362366},{"text":"Yeah.","start":521.205,"end":521.365,"sentiment":"neutral","sentiment_score":-0.22739025950431824},{"text":"Yeah.","start":521.365,"end":521.685,"sentiment":"negative","sentiment_score":-0.366848349571228},{"text":"I'm happy to get this resolved in the next 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Hi, Jay. Hi. This is Aniko. I just wanted to I just wanted to make a complaint. I've been having this Internet issue for past, I don't know, almost two weeks now. And I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet. It's I'm not home, but it's just it's fine. It's it's not my no. Hey, man. It's not my router. I think I I spoke with one of the guy in WhatsApp. He checked all the all the he did. He actually there's I don't know. He connected with my laptop, and then he checked everything. All the route router is fine. Because it just look, I'll be honest with you, man. I've been with I've I've been with Airtel for two months now. The first one, it took me two weeks to connect the Internet. So I just so I paid one one fee. I only used to get I only get to use two weeks. And after two weeks, then the Internet, it's like 1.2 Mbps, 1.5 Mbps. I can't even use it even to use the social network. So And if we Sorry? Anukul, a n u k u l. Yes. Claim code I lost in 1995. I've I've done it for two days. I I've turned the router for two days. Yeah. Couple days back. I've been three days back. Two, three days back. It's been yeah. It's been it's been two weeks. I haven't had Internet. I'm just yeah. Just yeah. I just did it yesterday too. Yesterday, I spoke with one of the guy in WhatsApp. So he told me to turn it turn it up for thirty minutes. I did it for two hours. Yeah. Three three days ago, I did it for two days. Yesterday yesterday, I did it for two hours. Yeah. Yeah. Yes. I did. Yeah. In my laptop, in my phone. Yeah. Because that yeah. Because that's that's what I'm saying. Look. I've been on, like Yeah. I don't know why it's showing six. Yes. Yes. I yes. I changed from four times, and I never used to have any issue with them for, I don't know, couple years. So yeah. Is this yeah. I don't know. Is this Yeah. Please, man. You can there's home there's someone at someone at home. That's fine. Just listen to them. Yeah. I've been doing it for two weeks. I haven't he he I don't know. He just he tells me that this yes. No. No. No. I did it yesterday night as well. It's it's the same, two point something. I'm on 50. But but how come how come the Internet was working fine, like, two weeks before? I'm in yeah. Yeah. My name is yeah. Yeah. I know. Because I I've been I've been very patiently waiting for you, you know, like yeah. Yeah. Yeah. This is yeah. Yeah. The the main thing is when because I have, you know, like, I have work meetings, and I have all this work work thing, work related online thing needs to do from home. So sometimes I just get frustrated. You know? Like, my I I connect with my hotspot. Yeah. Yeah. I I just connect with my hotspot, and then it just disconnected itself. And then, you know, I have to it just yeah. So yeah. Can you please wait by today, man? It's just really frustrating. Yeah. Alright. Thanks, man. Alright. Alright. Thanks.","confidence":0.9892578,"words":[{"word":"hello","start":3.4399998,"end":3.9399998,"confidence":0.97558594,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.07971382141113281},{"word":"hi","start":6.08,"end":6.48,"confidence":0.8598633,"punctuated_word":"Hi,","sentiment":"neutral","sentiment_score":0.07045600563287735},{"word":"jay","start":6.48,"end":6.98,"confidence":0.9851074,"punctuated_word":"Jay.","sentiment":"neutral","sentiment_score":0.0815914124250412},{"word":"hi","start":7.2,"end":7.44,"confidence":0.7005615,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.04601523652672768},{"word":"this","start":7.44,"end":7.68,"confidence":0.9980469,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.04768431931734085},{"word":"is","start":7.68,"end":7.8399997,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.056599028408527374},{"word":"aniko","start":7.8399997,"end":8.34,"confidence":0.67366534,"punctuated_word":"Aniko.","sentiment":"neutral","sentiment_score":0.0426512211561203},{"word":"i","start":9.44,"end":9.599999,"confidence":0.9550781,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.01298743486404419},{"word":"just","start":9.599999,"end":9.84,"confidence":0.99902344,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.006081216037273407},{"word":"wanted","start":9.84,"end":10.16,"confidence":0.9658203,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":0.01742532290518284},{"word":"to","start":10.16,"end":10.66,"confidence":0.8774414,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.02924974262714386},{"word":"i","start":11.04,"end":11.12,"confidence":0.9194336,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0007450766861438751},{"word":"just","start":11.12,"end":11.36,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.0024470947682857513},{"word":"wanted","start":11.36,"end":11.759999,"confidence":0.99316406,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":-0.0020676441490650177},{"word":"to","start":11.759999,"end":12.259999,"confidence":0.9941406,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.017473097890615463},{"word":"make","start":13.265,"end":13.505,"confidence":0.9970703,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.016588211059570312},{"word":"a","start":13.505,"end":13.665,"confidence":0.99609375,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.007746485993266106},{"word":"complaint","start":13.665,"end":14.065001,"confidence":0.9970703,"punctuated_word":"complaint.","sentiment":"neutral","sentiment_score":-0.006987076252698898},{"word":"i've","start":14.065001,"end":14.305,"confidence":0.97216797,"punctuated_word":"I've","sentiment":"neutral","sentiment_score":-0.24632033705711365},{"word":"been","start":14.305,"end":14.465,"confidence":1.0,"punctuated_word":"been","sentiment":"neutral","sentiment_score":-0.3014431893825531},{"word":"having","start":14.465,"end":14.785,"confidence":1.0,"punctuated_word":"having","sentiment":"neutral","sentiment_score":-0.3258589506149292},{"word":"this","start":14.785,"end":15.025,"confidence":0.9941406,"punctuated_word":"this","sentiment":"negative","sentiment_score":-0.3672087788581848},{"word":"internet","start":15.025,"end":15.505,"confidence":0.9716797,"punctuated_word":"Internet","sentiment":"negative","sentiment_score":-0.3441905975341797},{"word":"issue","start":15.505,"end":15.825,"confidence":0.9892578,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.2872541546821594},{"word":"for","start":15.825,"end":16.065,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.1826724112033844},{"word":"past","start":16.065,"end":16.565,"confidence":0.63500977,"punctuated_word":"past,","sentiment":"neutral","sentiment_score":-0.1925569623708725},{"word":"i","start":16.705,"end":16.865,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.3147021532058716},{"word":"don't","start":16.865,"end":17.025,"confidence":0.9970703,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.19311492145061493},{"word":"know","start":17.025,"end":17.525,"confidence":0.98950195,"punctuated_word":"know,","sentiment":"neutral","sentiment_score":-0.1868014931678772},{"word":"almost","start":17.825,"end":18.145,"confidence":0.9951172,"punctuated_word":"almost","sentiment":"neutral","sentiment_score":-0.1363714635372162},{"word":"two","start":18.145,"end":18.305,"confidence":0.9970703,"punctuated_word":"two","sentiment":"neutral","sentiment_score":-0.2031598538160324},{"word":"weeks","start":18.305,"end":18.625,"confidence":1.0,"punctuated_word":"weeks","sentiment":"neutral","sentiment_score":-0.17184226214885712},{"word":"now","start":18.625,"end":18.945,"confidence":0.82788086,"punctuated_word":"now.","sentiment":"neutral"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Hi, Jay. Hi. This is Aniko. I just wanted to I just wanted to make a complaint.\n\nI've been having this Internet issue for past, I don't know, almost two weeks now. And I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet. It's I'm not home, but it's just it's fine. It's it's not my no.\n\nHey, man. It's not my router. I think I I spoke with one of the guy in WhatsApp. He checked all the all the he did. He actually there's I don't know.\n\nHe connected with my laptop, and then he checked everything. All the route router is fine. Because it just look, I'll be honest with you, man. I've been with I've I've been with Airtel for two months now. The first one, it took me two weeks to connect the Internet.\n\nSo I just so I paid one one fee. I only used to get I only get to use two weeks. And after two weeks, then the Internet, it's like 1.2 Mbps, 1.5 Mbps. I can't even use it even to use the social network. So And if we Sorry?\n\nAnukul, a n u k u l. Yes. Claim code I lost in 1995. I've I've done it for two days. I I've turned the router for two days.\n\nYeah. Couple days back. I've been three days back. Two, three days back. It's been yeah.\n\nIt's been it's been two weeks. I haven't had Internet. I'm just yeah. Just yeah. I just did it yesterday too.\n\nYesterday, I spoke with one of the guy in WhatsApp. So he told me to turn it turn it up for thirty minutes. I did it for two hours. Yeah. Three three days ago, I did it for two days.\n\nYesterday yesterday, I did it for two hours. Yeah. Yeah. Yes. I did.\n\nYeah. In my laptop, in my phone. Yeah. Because that yeah. Because that's that's what I'm saying.\n\nLook. I've been on, like Yeah. I don't know why it's showing six. Yes. Yes.\n\nI yes. I changed from four times, and I never used to have any issue with them for, I don't know, couple years. So yeah. Is this yeah. I don't know.\n\nIs this Yeah. Please, man. You can there's home there's someone at someone at home. That's fine. Just listen to them.\n\nYeah. I've been doing it for two weeks. I haven't he he I don't know. He just he tells me that this yes. No.\n\nNo. No. I did it yesterday night as well. It's it's the same, two point something. I'm on 50.\n\nBut but how come how come the Internet was working fine, like, two weeks before? I'm in yeah. Yeah. My name is yeah. Yeah.\n\nI know. Because I I've been I've been very patiently waiting for you, you know, like yeah. Yeah. Yeah. This is yeah.\n\nYeah. The the main thing is when because I have, you know, like, I have work meetings, and I have all this work work thing, work related online thing needs to do from home. So sometimes I just get frustrated. You know? Like, my I I connect with my hotspot.\n\nYeah. Yeah. I I just connect with my hotspot, and then it just disconnected itself. And then, you know, I have to it just yeah. So yeah.\n\nCan you please wait by today, man? It's just really frustrating. Yeah. Alright. Thanks, man.\n\nAlright. Alright. Thanks.","paragraphs":[{"sentences":[{"text":"Hello?","start":3.4399998,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.07971382141113281},{"text":"Hi, Jay.","start":6.08,"end":6.98,"sentiment":"neutral","sentiment_score":0.07602370902895927},{"text":"Hi.","start":7.2,"end":7.44,"sentiment":"neutral","sentiment_score":0.04601523652672768},{"text":"This is Aniko.","start":7.44,"end":8.34,"sentiment":"neutral","sentiment_score":0.048978189627329506},{"text":"I just wanted to I just wanted to make a complaint.","start":9.44,"end":14.065001,"sentiment":"neutral","sentiment_score":0.008664056320082058}],"sentiment":"neutral","sentiment_score":0.028889759133259457,"num_words":18,"start":3.4399998,"end":14.065001},{"sentences":[{"text":"I've been having this Internet issue for past, I don't know, almost two weeks now.","start":14.065001,"end":18.945,"sentiment":"neutral","sentiment_score":-0.24407736957073212},{"text":"And I've been talking with the guy in WhatsApp, but it's not resolving.","start":18.945,"end":23.445,"sentiment":"neutral","sentiment_score":-0.3177352547645569},{"text":"It's, yeah, it's I'm just really frustrated with the Internet.","start":24.064999,"end":31.099998,"sentiment":"negative","sentiment_score":-0.5498561352491379},{"text":"It's I'm not home, but it's just it's fine.","start":31.24,"end":38.62,"sentiment":"neutral","sentiment_score":-0.053705098003976874},{"text":"It's it's not my no.","start":46.035,"end":47.715,"sentiment":"neutral","sentiment_score":-0.18376500606536866}],"sentiment":"neutral","sentiment_score":-0.28254713692988914,"num_words":52,"start":14.065001,"end":47.715},{"sentences":[{"text":"Hey, man.","start":47.715,"end":48.275,"sentiment":"neutral","sentiment_score":-0.07695214450359344},{"text":"It's not my router.","start":48.275,"end":49.395,"sentiment":"neutral","sentiment_score":-0.1409224569797516},{"text":"I think I I spoke with one of the guy in WhatsApp.","start":49.395,"end":51.795,"sentiment":"neutral","sentiment_score":-0.09938522552450497},{"text":"He checked all the all the he did.","start":51.795,"end":54.81,"sentiment":"neutral","sentiment_score":-0.10789107531309128},{"text":"He actually there's I don't know.","start":55.29,"end":57.050003,"sentiment":"neutral","sentiment_score":-0.13993106161554655}],"sentiment":"neutral","sentiment_score":-0.1129041186068207,"num_words":32,"start":47.715,"end":57.050003},{"sentences":[{"text":"He connected with my laptop, and then he checked everything.","start":57.050003,"end":59.870003,"sentiment":"neutral","sentiment_score":-0.07343192882835865},{"text":"All the route router is fine.","start":59.93,"end":61.45,"sentiment":"neutral","sentiment_score":-0.020255800026158493},{"text":"Because it just look, I'll be honest with you, man.","start":61.45,"end":64.33,"sentiment":"neutral","sentiment_score":-0.09445835575461388},{"text":"I've been with I've I've been with Airtel for two months now.","start":64.33,"end":67.69,"sentiment":"neutral","sentiment_score":-0.11345768719911575},{"text":"The first one, it took me two weeks to connect the Internet.","start":67.69,"end":71.245,"sentiment":"neutral","sentiment_score":-0.2192478453119596}],"sentiment":"neutral","sentiment_score":-0.11585808072239161,"num_words":50,"start":57.050003,"end":71.245},{"sentences":[{"text":"So I just so I paid one one fee.","start":71.305,"end":74.265,"sentiment":"neutral","sentiment_score":-0.2320837312274509},{"text":"I only used to get I only get to use two weeks.","start":74.265,"end":77.325005,"sentiment":"neutral","sentiment_score":-0.20980723947286606},{"text":"And after two weeks, then the Internet, it's like 1.2 Mbps, 1.5 Mbps.","start":77.385,"end":84.44,"sentiment":"neutral","sentiment_score":-0.2983982746417706},{"text":"I can't even use it even to use the social network.","start":84.659996,"end":88.1,"sentiment":"negative","sentiment_score":-0.4045423513109034},{"text":"So And if we Sorry?","start":88.1,"end":92.28,"sentiment":"neutral","sentiment_score":-0.042779145389795305}],"sentiment":"neutral","sentiment_score":-0.26298959232866764,"num_words":50,"start":71.305,"end":92.28},{"sentences":[{"text":"Anukul, a n u k u l.","start":95.22,"end":97.24,"sentiment":"neutral","sentiment_score":-0.021804418680923327},{"text":"Yes.","start":103.91499,"end":104.41499,"sentiment":"neutral","sentiment_score":0.0008476190268993378},{"text":"Claim code I lost in 1995.","start":112.39001,"end":114.57,"sentiment":"neutral","sentiment_score":-0.06851242606838544},{"text":"I've I've done it for two days.","start":134.36499,"end":136.385,"sentiment":"neutral","sentiment_score":-0.030984771038804735},{"text":"I I've turned the router for two days.","start":136.44499,"end":138.785,"sentiment":"neutral","sentiment_score":-0.02596777747385204}],"sentiment":"neutral","sentiment_score":-0.03405149949008021,"num_words":29,"start":95.22,"end":138.785},{"sentences":[{"text":"Yeah.","start":141.38,"end":141.88,"sentiment":"neutral","sentiment_score":0.013663544319570065},{"text":"Couple days back.","start":145.94,"end":146.9,"sentiment":"neutral","sentiment_score":-0.03798644306759039},{"text":"I've been three days back.","start":146.9,"end":148.02,"sentiment":"neutral","sentiment_score":-0.03858475685119629},{"text":"Two, three days back.","start":148.02,"end":149.24,"sentiment":"neutral","sentiment_score":-0.017595759127289057},{"text":"It's been yeah.","start":150.26,"end":154.845,"sentiment":"neutral","sentiment_score":0.006107397998372714}],"sentiment":"neutral","sentiment_score":-0.02158002572832629,"num_words":16,"start":141.38,"end":154.845},{"sentences":[{"text":"It's been it's been two weeks.","start":154.845,"end":156.445,"sentiment":"neutral","sentiment_score":-0.04100758365044991},{"text":"I haven't had Internet.","start":156.445,"end":158.145,"sentiment":"neutral","sentiment_score":-0.05189677118323743},{"text":"I'm just yeah.","start":158.205,"end":159.345,"sentiment":"neutral","sentiment_score":0.06522538637121518},{"text":"Just yeah.","start":180.38,"end":185.845,"sentiment":"neutral","sentiment_score":0.19270794838666916},{"text":"I just did it yesterday too.","start":223.39,"end":225.23,"sentiment":"neutral","sentiment_score":-0.025418391451239586}],"sentiment":"neutral","sentiment_score":-0.0011928990217191832,"num_words":21,"start":154.845,"end":225.23},{"sentences":[{"text":"Yesterday, I spoke with one of the guy in WhatsApp.","start":225.23,"end":227.65,"sentiment":"neutral","sentiment_score":-0.0156633622944355},{"text":"So he told me to turn it turn it up for thirty minutes.","start":227.79,"end":230.19,"sentiment":"neutral","sentiment_score":0.006080641841086058},{"text":"I did it for two hours.","start":230.19,"end":232.04999,"sentiment":"neutral","sentiment_score":0.022929633501917124},{"text":"Yeah.","start":232.43,"end":232.93,"sentiment":"neutral","sentiment_score":0.019027968868613243},{"text":"Three three days ago, I did it for two days.","start":235.79,"end":238.125,"sentiment":"neutral","sentiment_score":-0.09008534252643585}],"sentiment":"neutral","sentiment_score":-0.02054582335986197,"num_words":40,"start":225.23,"end":238.125},{"sentences":[{"text":"Yesterday yesterday, I did it for two hours.","start":238.125,"end":240.865,"sentiment":"neutral","sentiment_score":-0.06839315360412002},{"text":"Yeah.","start":244.525,"end":245.025,"sentiment":"neutral","sentiment_score":-0.030229851603507996},{"text":"Yeah.","start":245.245,"end":245.745,"sentiment":"neutral","sentiment_score":-0.0029262416064739227},{"text":"Yes.","start":248.85,"end":249.09,"sentiment":"neutral","sentiment_score":0.037012167274951935},{"text":"I did.","start":249.09,"end":249.57,"sentiment":"neutral","sentiment_score":0.041938524693250656}],"sentiment":"neutral","sentiment_score":-0.035339392721652985,"num_words":13,"start":238.125,"end":249.57},{"sentences":[{"text":"Yeah.","start":249.57,"end":249.89,"sentiment":"neutral","sentiment_score":-0.006817679852247238},{"text":"In my laptop, in my phone.","start":249.89,"end":251.59,"sentiment":"neutral","sentiment_score":-0.04975007909039656},{"text":"Yeah.","start":256.69,"end":257.01,"sentiment":"neutral","sentiment_score":-0.0834696888923645},{"text":"Because that yeah.","start":257.01,"end":258.13,"sentiment":"neutral","sentiment_score":-0.10324029127756755},{"text":"Because that's that's what I'm saying.","start":258.13,"end":259.57,"sentiment":"neutral","sentiment_score":-0.12495250751574834}],"sentiment":"neutral","sentiment_score":-0.08518963307142258,"num_words":17,"start":249.57,"end":259.57},{"sentences":[{"text":"Look.","start":259.57,"end":259.89,"sentiment":"neutral","sentiment_score":-0.04029175639152527},{"text":"I've been on, like Yeah.","start":259.89,"end":265.805,"sentiment":"neutral","sentiment_score":-0.08317741900682449},{"text":"I don't know why it's showing six.","start":265.805,"end":267.505,"sentiment":"neutral","sentiment_score":-0.21435987097876413},{"text":"Yes.","start":287.41,"end":287.91,"sentiment":"neutral","sentiment_score":0.01806690543889999},{"text":"Yes.","start":288.21002,"end":288.71002,"sentiment":"neutral","sentiment_score":0.023071087896823883}],"sentiment":"neutral","sentiment_score":-0.12770399699608484,"num_words":15,"start":259.57,"end":288.71002},{"sentences":[{"text":"I yes.","start":289.01,"end":289.65002,"sentiment":"neutral","sentiment_score":0.028319096192717552},{"text":"I changed from four times, and I never used to have any issue with them for, I don't know, couple years.","start":289.65002,"end":296.345,"sentiment":"neutral","sentiment_score":-0.09324896291253112},{"text":"So yeah.","start":296.645,"end":297.365,"sentiment":"neutral","sentiment_score":-0.032895900309085846},{"text":"Is this yeah.","start":297.365,"end":299.285,"sentiment":"neutral","sentiment_score":-0.03638964084287485},{"text":"I don't know.","start":299.285,"end":300.005,"sentiment":"neutral","sentiment_score":-0.1399601250886917}],"sentiment":"neutral","sentiment_score":-0.08053003636098677,"num_words":31,"start":289.01,"end":300.005},{"sentences":[{"text":"Is this Yeah.","start":300.005,"end":346.5,"sentiment":"neutral","sentiment_score":-0.10126938919226329},{"text":"Please, man.","start":346.5,"end":347.31998,"sentiment":"neutral","sentiment_score":-0.01094750314950943},{"text":"You can there's home there's someone at someone at home.","start":351.425,"end":354.625,"sentiment":"neutral","sentiment_score":-0.06185259819030762},{"text":"That's fine.","start":354.625,"end":355.26498,"sentiment":"neutral","sentiment_score":0.12967317551374435},{"text":"Just listen to them.","start":355.26498,"end":356.56497,"sentiment":"neutral","sentiment_score":0.09527253918349743}],"sentiment":"neutral","sentiment_score":-0.014466316572257451,"num_words":21,"start":300.005,"end":356.56497},{"sentences":[{"text":"Yeah.","start":361.63,"end":361.95,"sentiment":"neutral","sentiment_score":-0.0008027125149965286},{"text":"I've been doing it for two weeks.","start":361.95,"end":363.95,"sentiment":"neutral","sentiment_score":-0.060892965112413676},{"text":"I haven't he he I don't know.","start":363.95,"end":365.95,"sentiment":"neutral","sentiment_score":-0.19705646165779658},{"text":"He just he tells me that this yes.","start":365.95,"end":373.01,"sentiment":"neutral","sentiment_score":-0.06555348122492433},{"text":"No.","start":373.15,"end":373.31,"sentiment":"neutral","sentiment_score":-0.17482636868953705}],"sentiment":"neutral","sentiment_score":-0.104404288266475,"num_words":24,"start":361.63,"end":373.31},{"sentences":[{"text":"No.","start":373.31,"end":373.55,"sentiment":"neutral","sentiment_score":-0.23922154307365415},{"text":"No.","start":373.55,"end":373.71,"sentiment":"neutral","sentiment_score":-0.26509806513786316},{"text":"I did it yesterday night as well.","start":373.71,"end":375.39,"sentiment":"neutral","sentiment_score":-0.16385791557175772},{"text":"It's it's the same, two point something.","start":375.39,"end":378.685,"sentiment":"neutral","sentiment_score":-0.2002581294093813},{"text":"I'm on 50.","start":392.2,"end":393.18,"sentiment":"neutral","sentiment_score":-0.06240508829553922}],"sentiment":"neutral","sentiment_score":-0.1705445888403215,"num_words":19,"start":373.31,"end":393.18},{"sentences":[{"text":"But but how come how come the Internet was working fine, like, two weeks before?","start":420.87,"end":426.49,"sentiment":"neutral","sentiment_score":-0.2813417409857114},{"text":"I'm in yeah.","start":450.11,"end":452.3,"sentiment":"neutral","sentiment_score":-0.1806663622458776},{"text":"Yeah.","start":459.025,"end":459.105,"sentiment":"neutral","sentiment_score":-0.07479076087474823},{"text":"My name is yeah.","start":459.105,"end":464.145,"sentiment":"neutral","sentiment_score":-0.06358490325510502},{"text":"Yeah.","start":464.145,"end":464.385,"sentiment":"neutral","sentiment_score":-0.0039604417979717255}],"sentiment":"neutral","sentiment_score":-0.2123006673840185,"num_words":24,"start":420.87,"end":464.385},{"sentences":[{"text":"I know.","start":464.385,"end":464.705,"sentiment":"neutral","sentiment_score":-0.013201606459915638},{"text":"Because I I've been I've been very patiently waiting for you, you know, like yeah.","start":464.705,"end":474.325,"sentiment":"neutral","sentiment_score":-0.0667037474612395},{"text":"Yeah.","start":477.77002,"end":478.27002,"sentiment":"neutral","sentiment_score":0.12430122494697572},{"text":"Yeah.","start":481.93,"end":482.25,"sentiment":"neutral","sentiment_score":-0.030729232355952263},{"text":"This is yeah.","start":482.25,"end":487.95,"sentiment":"neutral","sentiment_score":-0.2358342856168747}],"sentiment":"neutral","sentiment_score":-0.07458592223172839,"num_words":22,"start":464.385,"end":487.95},{"sentences":[{"text":"Yeah.","start":490.295,"end":490.775,"sentiment":"neutral","sentiment_score":-0.11585582792758942},{"text":"The the main thing is when because I have, you know, like, I have work meetings, and I have all this work work thing, work related online thing needs to do from home.","start":490.775,"end":501.815,"sentiment":"neutral","sentiment_score":-0.13493290069428357},{"text":"So sometimes I just get frustrated.","start":501.815,"end":504.04,"sentiment":"negative","sentiment_score":-0.40064749618371326},{"text":"You know?","start":504.1,"end":504.5,"sentiment":"neutral","sentiment_score":-0.30622807145118713},{"text":"Like, my I I connect with my hotspot.","start":504.5,"end":506.92,"sentiment":"neutral","sentiment_score":-0.17673853784799576}],"sentiment":"neutral","sentiment_score":-0.17997781947255134,"num_words":50,"start":490.295,"end":506.92},{"sentences":[{"text":"Yeah.","start":508.1,"end":508.6,"sentiment":"neutral","sentiment_score":-0.11907679587602615},{"text":"Yeah.","start":509.7,"end":510.02002,"sentiment":"neutral","sentiment_score":-0.0995446965098381},{"text":"I I just connect with my hotspot, and then it just disconnected itself.","start":510.02002,"end":513.54004,"sentiment":"neutral","sentiment_score":-0.19032940497765174},{"text":"And then, you know, I have to it just yeah.","start":513.54004,"end":516.52,"sentiment":"neutral","sentiment_score":-0.1633316345512867},{"text":"So yeah.","start":517.365,"end":518.34503,"sentiment":"neutral","sentiment_score":-0.05076724849641323}],"sentiment":"neutral","sentiment_score":-0.16399091109633446,"num_words":27,"start":508.1,"end":518.34503},{"sentences":[{"text":"Can you please wait by today, man?","start":518.965,"end":520.72504,"sentiment":"neutral","sentiment_score":-0.04311988236648696},{"text":"It's just really frustrating.","start":520.72504,"end":521.945,"sentiment":"neutral","sentiment_score":-0.2004618588835001},{"text":"Yeah.","start":524.885,"end":525.365,"sentiment":"positive","sentiment_score":0.38233792781829834},{"text":"Alright.","start":525.365,"end":525.685,"sentiment":"neutral","sentiment_score":0.2849527597427368},{"text":"Thanks, man.","start":525.685,"end":526.585,"sentiment":"positive","sentiment_score":0.6427864730358124}],"sentiment":"neutral","sentiment_score":0.05661180143555005,"num_words":15,"start":518.965,"end":526.585},{"sentences":[{"text":"Alright.","start":526.965,"end":527.465,"sentiment":"neutral","sentiment_score":-0.0424235574901104},{"text":"Alright.","start":527.605,"end":527.925,"sentiment":"neutral","sentiment_score":0.19621381163597107},{"text":"Thanks.","start":527.925,"end":528.425,"sentiment":"neutral","sentiment_score":-0.11889197677373886}],"sentiment":"neutral","sentiment_score":0.011632759124040604,"num_words":3,"start":526.965,"end":528.425}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning.\n\nChannel 1: Hello?\n\nChannel 0: Yeah. Good morning.\n\nChannel 1: Hi, Jay. Hi. This is Aniko. I just wanted to I just wanted to make a complaint. I've been having this Internet issue for past, I don't know, almost two weeks now.\n\nAnd I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet. It's\n\nChannel 0: Yeah. Are you at home at the moment?\n\nChannel 1: I'm not home, but it's just it's fine.\n\nChannel 0: Yeah. But there there could be could be a few factors there. It could be your router. It could be your NTD box. I'm not sure.\n\nChannel 1: It's it's not my no. Hey, man. It's not my router. I think I I spoke with one of the guy in WhatsApp. He checked all the all the he did.\n\nHe actually there's I don't know. He connected with my laptop, and then he checked everything. All the route router is fine. Because it just look, I'll be honest with you, man. I've been with I've I've been with Airtel for two months now.\n\nThe first one, it took me two weeks to connect the Internet. So I just so I paid one one fee. I only used to get I only get to use two weeks. And after two weeks, then the Internet, it's like 1.2 Mbps, 1.5 Mbps. I can't even use it even to use the social network.\n\nSo\n\nChannel 0: Okay.\n\nChannel 1: And\n\nChannel 0: Could I\n\nChannel 1: if\n\nChannel 0: just\n\nChannel 1: we\n\nChannel 0: have the account holder's first name?\n\nChannel 1: Sorry?\n\nChannel 0: The account holder's first name.\n\nChannel 1: Anukul, a n u k u l.\n\nChannel 0: Okay. One second. Okay. So you're on the OptiCom network. I just\n\nChannel 1: Yes.\n\nChannel 0: need to hang on. I just need to verify you. Can I just have your date of birth, please?\n\nChannel 1: Claim code I lost in 1995.\n\nChannel 0: Okay. No problem. That's good. So you're on the OptiCom network. And what okay.\n\nSo so you're getting on the OptiCom network a low speed. Have you done, like, a power cycle? Have you turned the router off for about twenty minutes?\n\nChannel 1: I've I've done it for two days. I I've turned the router for two days.\n\nChannel 0: Okay. And\n\nChannel 1: Yeah.\n\nChannel 0: when did you when did you reconnect the router back up?\n\nChannel 1: Couple days back. I've been three days back. Two, three days back.\n\nChannel 0: Oh, so so\n\nChannel 1: It's been\n\nChannel 0: you you connect you connected the router three days ago. Right?\n\nChannel 1: yeah. It's been it's been two weeks. I haven't had\n\nChannel 0: Yeah.\n\nChannel 1: Internet.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: I'm\n\nChannel 0: Alright.\n\nChannel 1: just\n\nChannel 0: Yeah.\n\nChannel 1: yeah.\n\nChannel 0: Okay. No worries. That's that's fine. Yeah. Well, you don't have to repeat yourself.\n\nIt's all good. We're here to get this resolved. Alright. So if you did a power cycle three days ago, there was a niche there was an OptiComm issue. You were blah blah blah blah blah.\n\nYou're in you're in Victoria. 9 Remarkable\n\nChannel 1: Just\n\nChannel 0: Drive. Okay. So they did they've done because what's happening\n\nChannel 1: yeah.\n\nChannel 0: and it's just really crazy because we're, yeah, we're trying to keep everything smooth for everybody. But since September last year, when NBN decided to do the power boost, everybody's been doing the same. But to do a power boost, they've gotta upgrade, update all their bloody bandwidth and stuff like that. Sometimes that creates, well, not sometimes. Most of the times, it creates a bit of an issue in certain areas when they do the upgrading and all that.\n\nAnd I think your issue was one of them that was done a couple of weeks ago. So if you did a power cycle three days ago, then you you need to perform another one.\n\nChannel 1: I just did it yesterday too. Yesterday, I spoke with one of the guy in WhatsApp. So he told me to turn it turn it up for thirty minutes. I did\n\nChannel 0: Oh, so\n\nChannel 1: it for\n\nChannel 0: you did it yesterday?\n\nChannel 1: two hours. Yeah.\n\nChannel 0: Okay. I thought you said three days ago. That's why\n\nChannel 1: Three three days ago, I did it for two days. Yesterday yesterday, I did it for two hours.\n\nChannel 0: and you're still getting low speeds. So\n\nChannel 1: Yeah.\n\nChannel 0: what\n\nChannel 1: Yeah.\n\nChannel 0: are you doing the speed test on the Ookla app?\n\nChannel 1: Yes. I did. Yeah. In my laptop, in my phone.\n\nChannel 0: Your ping is only six. So what the hell are you getting the lowest speed for? What the hell?\n\nChannel 1: Yeah. Because that yeah. Because that's that's what I'm saying. Look. I've\n\nChannel 0: But\n\nChannel 1: been\n\nChannel 0: it's\n\nChannel 1: on,\n\nChannel 0: showing\n\nChannel 1: like\n\nChannel 0: it's showing Aussie Broadband. Why is it showing Aussie Broadband?\n\nChannel 1: Yeah. I don't\n\nChannel 0: It\n\nChannel 1: know\n\nChannel 0: should\n\nChannel 1: why it's\n\nChannel 0: it\n\nChannel 1: showing\n\nChannel 0: shouldn't\n\nChannel 1: six.\n\nChannel 0: be showing Aussie Broadband. So it looks like you're still stuck with Aussie Broadband. I'm gonna have to get that double checked. You shouldn't be with Aussie Broadband. You should be with either SuperLoop or someone else, but not Aussie Broadband because I we changed from Aussie Broadband because that's who you were with.\n\nChannel 1: Yes.\n\nChannel 0: Right?\n\nChannel 1: Yes. I yes. I changed from four times, and I never used to have any issue with them for, I don't know, couple\n\nChannel 0: Yeah.\n\nChannel 1: years. So yeah. Is this\n\nChannel 0: Yeah.\n\nChannel 1: yeah. I don't\n\nChannel 0: Yeah.\n\nChannel 1: know. Is this\n\nChannel 0: I think what what's happened here is Aussie Broadband doesn't wanna let you go. It does happen. Alright. Let me just check and yeah. Because this I think this is where the problem is.\n\nBecause you shouldn't have Aussie Broadband anymore. Because we we swapped from Aussie Broadband swapped you over from an Aussie Broadband to another distributor of OptiCom. Alright. Because we don't have a direct line. We're on a layer three with OptiCom.\n\nWe're not on a layer two. So you won't see Airtel Australia. You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband. It should be SuperLoop. Alright.\n\nCan you give me at least an hour or so, and I'll call you back?\n\nChannel 1: Yeah. Please,\n\nChannel 0: Oh,\n\nChannel 1: man.\n\nChannel 0: what what when do you when do you get home? What time do you get home?\n\nChannel 1: You can there's home there's someone at someone at home. That's\n\nChannel 0: Okay.\n\nChannel 1: fine.\n\nChannel 0: Cool.\n\nChannel 1: Just\n\nChannel 0: Alright.\n\nChannel 1: listen\n\nChannel 0: Well, then\n\nChannel 1: to them.\n\nChannel 0: let and you're on you're with you you're also being communicated on the WhatsApp app. Yeah?\n\nChannel 1: Yeah. I've been doing it for two weeks. I haven't he he I don't know. He just\n\nChannel 0: Yeah.\n\nChannel 1: he\n\nChannel 0: But\n\nChannel 1: tells\n\nChannel 0: if\n\nChannel 1: me\n\nChannel 0: I'm\n\nChannel 1: that\n\nChannel 0: was\n\nChannel 1: this\n\nChannel 0: that the last speed test you did? Hang\n\nChannel 1: yes.\n\nChannel 0: on.\n\nChannel 1: No. No. No. I did it yesterday night as well. It's it's the same, two point something.\n\nChannel 0: Yeah. So this two point yeah. But the thing is whether you did it last night or three days ago or a week ago, your ping m s is only six. So you should be getting what what speed are you on? You're on.\n\nChannel 1: I'm on 50.\n\nChannel 0: So you should be getting 50 or just a little bit over that. So why are you getting to so there's a problem here. Alright. Leave that with us, and I'll I'll get our tech team to communicate with our supplier and find out why that's happening. I'll let it just it just seems like they haven't taken us off the hook from Aussie Broadband and and put you onto the proper Airtel hook, if you know what I mean.\n\nSo you're still\n\nChannel 1: But but how come how come the Internet was working fine, like, two weeks before?\n\nChannel 0: I I don't know. I I don't know. I know that there's been some upgrades with OptiComm, and sometimes when the upgrades are finished, you need to unplug the router. Sometimes it'll work if you unplug it for thirty seconds. Sometimes you have to unplug it for twenty minutes, and it should work.\n\nYou told me you did that three days ago for two days and yesterday for about two hours, and you're\n\nChannel 1: I'm\n\nChannel 0: still\n\nChannel 1: in\n\nChannel 0: getting two point five.\n\nChannel 1: yeah.\n\nChannel 0: So there's something wrong there. There's something wrong in the back end with OptiComm that needs to be fixed up. So you can't\n\nChannel 1: Yeah. My\n\nChannel 0: get\n\nChannel 1: name\n\nChannel 0: 2Point4 you can't get 2Point\n\nChannel 1: is\n\nChannel 0: 53 and a ping of 6.\n\nChannel 1: yeah. Yeah. I know. Because I I've been I've been very patiently waiting for you,\n\nChannel 0: No.\n\nChannel 1: you\n\nChannel 0: You\n\nChannel 1: know,\n\nChannel 0: have.\n\nChannel 1: like\n\nChannel 0: And I I agree with you. I'll look. I'm not part of the accounts team with the tech support\n\nChannel 1: yeah.\n\nChannel 0: here. If I can get a compensation for you, I'll do it. Not a problem. Just\n\nChannel 1: Yeah.\n\nChannel 0: let let us fix this up first, then we'll talk about the rest after. Alright? Because\n\nChannel 1: Yeah.\n\nChannel 0: to me,\n\nChannel 1: This\n\nChannel 0: it's tell it's telling me that there's a a back end issue\n\nChannel 1: is\n\nChannel 0: that hasn't\n\nChannel 1: yeah.\n\nChannel 0: been hasn't been fixed up. Alright?\n\nChannel 1: Yeah. The the main thing is when because I have, you know, like, I have work meetings, and I have all this work work thing, work related online thing needs to do from home. So sometimes I just get frustrated. You know? Like, my I\n\nChannel 0: Oh, yeah.\n\nChannel 1: I connect with\n\nChannel 0: I\n\nChannel 1: my\n\nChannel 0: I\n\nChannel 1: hotspot.\n\nChannel 0: I don't blame you, mate. I'll be throwing\n\nChannel 1: Yeah.\n\nChannel 0: glasses around.\n\nChannel 1: Yeah. I I just connect with my hotspot, and then it just disconnected itself. And then, you know, I have to it just yeah. So yeah. Can you please wait by today, man?\n\nIt's just\n\nChannel 0: Yeah.\n\nChannel 1: really\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: frustrating.\n\nChannel 0: I'm happy to get this resolved in the next hour.\n\nChannel 1: Yeah. Alright. Thanks,\n\nChannel 0: Okay?\n\nChannel 1: man.\n\nChannel 0: Alright. No\n\nChannel 1: Alright.\n\nChannel 0: worries, mate.\n\nChannel 1: Alright.\n\nChannel 0: Bye.\n\nChannel 1: Thanks.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.64,"end":1.38,"sentiment":"neutral","sentiment_score":0.1590973064303398}],"sentiment":"neutral","sentiment_score":0.1590973064303398,"channel":0,"num_words":2,"start":0.64,"end":1.38},{"sentences":[{"text":"Hello?","start":3.4399998,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.07971382141113281}],"sentiment":"neutral","sentiment_score":0.07971382141113281,"channel":1,"num_words":1,"start":3.4399998,"end":3.9399998},{"sentences":[{"text":"Yeah.","start":4.48,"end":4.72,"sentiment":"neutral","sentiment_score":0.1019670069217682},{"text":"Good morning.","start":4.72,"end":5.38,"sentiment":"neutral","sentiment_score":0.20210181176662445}],"sentiment":"neutral","sentiment_score":0.1687235434850057,"channel":0,"num_words":3,"start":4.48,"end":5.38},{"sentences":[{"text":"Hi, Jay.","start":6.08,"end":6.98,"sentiment":"neutral","sentiment_score":0.07602370902895927},{"text":"Hi.","start":7.2,"end":7.44,"sentiment":"neutral","sentiment_score":0.04601523652672768},{"text":"This is Aniko.","start":7.44,"end":8.34,"sentiment":"neutral","sentiment_score":0.048978189627329506},{"text":"I just wanted to I just wanted to make a complaint.","start":9.44,"end":14.065001,"sentiment":"neutral","sentiment_score":0.008664056320082058},{"text":"I've been having this Internet issue for past, I don't know, almost two weeks now.","start":14.065001,"end":18.945,"sentiment":"neutral","sentiment_score":-0.24407736957073212}],"sentiment":"neutral","sentiment_score":-0.10065183439292014,"channel":1,"num_words":32,"start":6.08,"end":18.945},{"sentences":[{"text":"And I've been talking with the guy in WhatsApp, but it's not resolving.","start":18.945,"end":23.445,"sentiment":"neutral","sentiment_score":-0.3177352547645569},{"text":"It's, yeah, it's I'm just really frustrated with 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fine.","start":35.559998,"end":38.62,"sentiment":"neutral","sentiment_score":-0.04294070054311305}],"sentiment":"neutral","sentiment_score":-0.04294070054311305,"channel":1,"num_words":8,"start":35.559998,"end":38.62},{"sentences":[{"text":"Yeah.","start":38.365,"end":38.605003,"sentiment":"neutral","sentiment_score":-0.044426001608371735},{"text":"But there there could be could be a few factors there.","start":38.605003,"end":41.345,"sentiment":"neutral","sentiment_score":-0.14734728634357452},{"text":"It could be your router.","start":41.565002,"end":43.645,"sentiment":"neutral","sentiment_score":-0.10138306617736817},{"text":"It could be your NTD box.","start":43.645,"end":45.005,"sentiment":"neutral","sentiment_score":-0.08724220966299374},{"text":"I'm not sure.","start":45.005,"end":45.825,"sentiment":"neutral","sentiment_score":-0.15116540094216666}],"sentiment":"neutral","sentiment_score":-0.12111965165688442,"channel":0,"num_words":26,"start":38.365,"end":45.825},{"sentences":[{"text":"It's it's not my no.","start":46.035,"end":47.715,"sentiment":"neutral","sentiment_score":-0.18376500606536866},{"text":"Hey, man.","start":47.715,"end":48.275,"sentiment":"neutral","sentiment_score":-0.07695214450359344},{"text":"It's not my router.","start":48.275,"end":49.395,"sentiment":"neutral","sentiment_score":-0.1409224569797516},{"text":"I think I I spoke with one of the guy in WhatsApp.","start":49.395,"end":51.795,"sentiment":"neutral","sentiment_score":-0.09938522552450497},{"text":"He checked all the all the he did.","start":51.795,"end":54.81,"sentiment":"neutral","sentiment_score":-0.10789107531309128}],"sentiment":"neutral","sentiment_score":-0.11910227277586537,"channel":1,"num_words":31,"start":46.035,"end":54.81},{"sentences":[{"text":"He actually there's I don't know.","start":55.29,"end":57.050003,"sentiment":"neutral","sentiment_score":-0.13993106161554655},{"text":"He connected with my laptop, and then he checked everything.","start":57.050003,"end":59.870003,"sentiment":"neutral","sentiment_score":-0.07343192882835865},{"text":"All the route router is fine.","start":59.93,"end":61.45,"sentiment":"neutral","sentiment_score":-0.020255800026158493},{"text":"Because it just look, I'll be honest with you, man.","start":61.45,"end":64.33,"sentiment":"neutral","sentiment_score":-0.09445835575461388},{"text":"I've been with I've I've been with Airtel for two months 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name?","start":89.54,"end":91.4,"sentiment":"neutral","sentiment_score":-0.030265589244663715}],"sentiment":"neutral","sentiment_score":-0.030265589244663715,"channel":0,"num_words":6,"start":89.54,"end":91.4},{"sentences":[{"text":"Sorry?","start":91.78,"end":92.28,"sentiment":"neutral","sentiment_score":-0.038334377110004425}],"sentiment":"neutral","sentiment_score":-0.038334377110004425,"channel":1,"num_words":1,"start":91.78,"end":92.28},{"sentences":[{"text":"The account holder's first name.","start":92.855,"end":94.635,"sentiment":"neutral","sentiment_score":-0.03699581474065781}],"sentiment":"neutral","sentiment_score":-0.03699581474065781,"channel":0,"num_words":5,"start":92.855,"end":94.635},{"sentences":[{"text":"Anukul, a n u k u 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don't blame you, mate.","start":506.46997,"end":507.66998,"sentiment":"neutral","sentiment_score":-0.17773378789424896},{"text":"I'll be throwing","start":507.66998,"end":508.31,"sentiment":"neutral","sentiment_score":-0.1397093137105306}],"sentiment":"neutral","sentiment_score":-0.16347461007535458,"channel":0,"num_words":8,"start":506.46997,"end":508.31},{"sentences":[{"text":"Yeah.","start":508.1,"end":508.6,"sentiment":"neutral","sentiment_score":-0.11907679587602615}],"sentiment":"neutral","sentiment_score":-0.11907679587602615,"channel":1,"num_words":1,"start":508.1,"end":508.6},{"sentences":[{"text":"glasses around.","start":508.31,"end":509.37,"sentiment":"neutral","sentiment_score":-0.16186533123254776}],"sentiment":"neutral","sentiment_score":-0.16186533123254776,"channel":0,"num_words":2,"start":508.31,"end":509.37},{"sentences":[{"text":"Yeah.","start":509.7,"end":510.02002,"sentiment":"neutral","sentiment_score":-0.0995446965098381},{"text":"I I just connect with my 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just","start":520.72504,"end":521.125,"sentiment":"neutral","sentiment_score":-0.16436197236180305}],"sentiment":"neutral","sentiment_score":-0.16436197236180305,"channel":1,"num_words":2,"start":520.72504,"end":521.125},{"sentences":[{"text":"Yeah.","start":520.965,"end":521.205,"sentiment":"neutral","sentiment_score":-0.16652217507362366}],"sentiment":"neutral","sentiment_score":-0.16652217507362366,"channel":0,"num_words":1,"start":520.965,"end":521.205},{"sentences":[{"text":"really","start":521.125,"end":521.445,"sentiment":"neutral","sentiment_score":-0.3073989450931549}],"sentiment":"neutral","sentiment_score":-0.3073989450931549,"channel":1,"num_words":1,"start":521.125,"end":521.445},{"sentences":[{"text":"Yeah.","start":521.205,"end":521.365,"sentiment":"neutral","sentiment_score":-0.22739025950431824},{"text":"Yeah.","start":521.365,"end":521.685,"sentiment":"negative","sentiment_score":-0.366848349571228}],"sentiment":"neutral","sentiment_score":-0.29711930453777313,"channel":0,"num_words":2,"start":521.205,"end":521.685},{"sentences":[{"text":"frustrating.","start":521.445,"end":521.945,"sentiment":"neutral","sentiment_score":-0.16572454571723938}],"sentiment":"neutral","sentiment_score":-0.16572454571723938,"channel":1,"num_words":1,"start":521.445,"end":521.945},{"sentences":[{"text":"I'm happy to get this resolved in the next hour.","start":521.685,"end":524.265,"sentiment":"positive","sentiment_score":0.7478147923946381}],"sentiment":"positive","sentiment_score":0.7478147923946381,"channel":0,"num_words":10,"start":521.685,"end":524.265},{"sentences":[{"text":"Yeah.","start":524.885,"end":525.365,"sentiment":"positive","sentiment_score":0.38233792781829834},{"text":"Alright.","start":525.365,"end":525.685,"sentiment":"neutral","sentiment_score":0.2849527597427368},{"text":"Thanks,","start":525.685,"end":526.085,"sentiment":"positive","sentiment_score":0.670269250869751}],"sentiment":"positive","sentiment_score":0.445853312810262,"channel":1,"num_words":3,"start":524.885,"end":526.085},{"sentences":[{"text":"Okay?","start":525.685,"end":526.185,"sentiment":"neutral","sentiment_score":0.2600836753845215}],"sentiment":"neutral","sentiment_score":0.2600836753845215,"channel":0,"num_words":1,"start":525.685,"end":526.185},{"sentences":[{"text":"man.","start":526.085,"end":526.585,"sentiment":"positive","sentiment_score":0.6153036952018738}],"sentiment":"positive","sentiment_score":0.6153036952018738,"channel":1,"num_words":1,"start":526.085,"end":526.585},{"sentences":[{"text":"Alright.","start":526.485,"end":526.885,"sentiment":"neutral","sentiment_score":0.3027079701423645},{"text":"No","start":526.885,"end":527.045,"sentiment":"neutral","sentiment_score":-0.12932032346725464}],"sentiment":"neutral","sentiment_score":0.08669382333755493,"channel":0,"num_words":2,"start":526.485,"end":527.045},{"sentences":[{"text":"Alright.","start":526.965,"end":527.465,"sentiment":"neutral","sentiment_score":-0.0424235574901104}],"sentiment":"neutral","sentiment_score":-0.0424235574901104,"channel":1,"num_words":1,"start":526.965,"end":527.465},{"sentences":[{"text":"worries, mate.","start":527.045,"end":527.605,"sentiment":"neutral","sentiment_score":-0.0072842612862586975}],"sentiment":"neutral","sentiment_score":-0.0072842612862586975,"channel":0,"num_words":2,"start":527.045,"end":527.605},{"sentences":[{"text":"Alright.","start":527.605,"end":527.925,"sentiment":"neutral","sentiment_score":0.19621381163597107}],"sentiment":"neutral","sentiment_score":0.19621381163597107,"channel":1,"num_words":1,"start":527.605,"end":527.925},{"sentences":[{"text":"Bye.","start":527.605,"end":528.105,"sentiment":"neutral","sentiment_score":0.07256430387496948}],"sentiment":"neutral","sentiment_score":0.07256430387496948,"channel":0,"num_words":1,"start":527.605,"end":528.105},{"sentences":[{"text":"Thanks.","start":527.925,"end":528.425,"sentiment":"neutral","sentiment_score":-0.11889197677373886}],"sentiment":"neutral","sentiment_score":-0.11889197677373886,"channel":1,"num_words":1,"start":527.925,"end":528.425}]},"summary":{"result":"success","short":"The customer is experiencing internet issues for almost two weeks and has been using OptiCom for two months. The agent suggests power cycling may have caused the issue and advises the customer to perform another power cycle to check their internet speed. The agent promises to investigate the issue and communicate with the supplier within the next hour. The customer expresses frustration with the back-end of OptiComm and the agent promises to resolve the issue in the next hour."},"intents":{"segments":[{"text":"I just wanted to I just wanted to make a complaint. I've been having this Internet issue for past, I don't know, almost two weeks now. And I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet. It's Yeah.","start_word":12,"end_word":62,"intents":[{"intent":"Make a complaint","confidence_score":0.32958618}]},{"text":"I've been having this Internet issue for past, I don't know, almost two weeks now. And I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet. It's Yeah.","start_word":23,"end_word":62,"intents":[{"intent":"Discuss internet issue","confidence_score":0.008148893}]},{"text":"I've I've done it for two days. I I've turned the router for two days. Okay. And Yeah.","start_word":343,"end_word":360,"intents":[{"intent":"Resolve router issue","confidence_score":0.19911028}]},{"text":"We're not on a layer two. So you won't see Airtel Australia. You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband. It should be SuperLoop.","start_word":931,"end_word":964,"intents":[{"intent":"Clarify connectivity issues","confidence_score":0.0002686325}]},{"text":"So there's something wrong there. There's something wrong in the back end with OptiComm that needs to be fixed up. So you can't Yeah.","start_word":1317,"end_word":1340,"intents":[{"intent":"Fix router issue","confidence_score":0.123636425}]}]},"sentiments":{"segments":[{"text":"Good morning. Hello? Yeah. Good morning. Hi, Jay. Hi. This is Aniko. I just wanted to I just wanted to make a complaint. I've been having this Internet issue for past, I don't know, almost two weeks now.","start_word":0,"end_word":37,"sentiment":"neutral","sentiment_score":-0.05360741540789604},{"text":"And I've been talking with the guy in WhatsApp, but it's not resolving. It's, yeah, it's I'm just really frustrated with the Internet.","start_word":38,"end_word":60,"sentiment":"negative","sentiment_score":-0.42539483308792114},{"text":"It's Yeah. Are you at home at the moment? I'm not home, but it's just it's fine. Yeah. But there there could be could be a few factors there. It could be your router. It could be your NTD box. I'm not sure. It's it's not my no. Hey, man. It's not my router. I think I I spoke with one of the guy in WhatsApp. He checked all the all the he did. He actually there's I don't know. He connected with my laptop, and then he checked everything. All the route router is fine. Because it just look, I'll be honest with you, man. I've been with I've I've been with Airtel for two months now. The first one, it took me two weeks to connect the Internet. So I just so I paid one one fee. I only used to get I only get to use two weeks. And after two weeks, then the Internet, it's like 1.2 Mbps, 1.5 Mbps.","start_word":61,"end_word":224,"sentiment":"neutral","sentiment_score":-0.1377122402191162},{"text":"I can't even use it even to use the social network.","start_word":225,"end_word":235,"sentiment":"negative","sentiment_score":-0.4146803617477417},{"text":"So Okay. Could And I if just we have the account holder's first name? Sorry? The account holder's first name. Anukul, a n u k u l. Okay. One second. Okay. So you're on the OptiCom network. I just Yes. need to hang on. I just need to verify you. Can I just have your date of birth, please? Claim code I lost in 1995. Okay. No problem. That's good. So you're on the OptiCom network.","start_word":236,"end_word":311,"sentiment":"neutral","sentiment_score":0.004297956824302673},{"text":"And what okay.","start_word":312,"end_word":314,"sentiment":"positive","sentiment_score":0.38451236486434937},{"text":"So so you're getting on the OptiCom network a low speed. Have you done, like, a power cycle? Have you turned the router off for about twenty minutes? I've I've done it for two days. I I've turned the router for two days. Okay. And Yeah. when did you when did you reconnect the router back up? Couple days back. I've been three days back. Two, three days back. Oh, so so It's been you you connect you connected the router three days ago. Right? yeah. It's been it's been two weeks. I haven't had Yeah. Yeah. Internet. Yeah. Alright. I'm just Yeah. Okay. yeah. No worries. That's that's fine. Yeah. Well, you don't have to repeat yourself.","start_word":315,"end_word":432,"sentiment":"neutral","sentiment_score":0.03201145678758621},{"text":"It's all good. We're here to get this resolved.","start_word":433,"end_word":441,"sentiment":"positive","sentiment_score":0.5489434003829956},{"text":"Alright. So if you did a power cycle three days ago, there was a niche there was an OptiComm issue. You were blah blah blah blah blah. You're in you're in Victoria. 9 Remarkable Just Drive. Okay. So they did they've done because what's happening yeah. and it's just really crazy because we're, yeah, we're trying to keep everything smooth for everybody. But since September last year, when NBN decided to do the power boost, everybody's been doing the same. But to do a power boost, they've gotta upgrade, update all their bloody bandwidth and stuff like that. Sometimes that creates, well, not sometimes. Most of the times, it creates a bit of an issue in certain areas when they do the upgrading and all that. And I think your issue was one of them that was done a couple of weeks ago. So if you did a power cycle three days ago, then you you need to perform another one. I just did it yesterday too. Yesterday, I spoke with one of the guy in WhatsApp. So he told me to turn it turn it up for thirty minutes. I did Oh, so it for you did it yesterday? two hours. Yeah. Okay. I thought you said three days ago. That's why Three three days ago, I did it for two days. Yesterday yesterday, I did it for two hours.","start_word":442,"end_word":672,"sentiment":"neutral","sentiment_score":-0.06228279656210503},{"text":"and you're still getting low speeds.","start_word":673,"end_word":678,"sentiment":"negative","sentiment_score":-0.3452351987361908},{"text":"So Yeah. what Yeah. are you doing the speed test on the Ookla app? Yes. I did. Yeah. In my laptop, in my phone. Your ping is only six. So what the hell are you getting the lowest speed for? What the hell? Yeah. Because that yeah. Because that's that's what I'm saying. Look. I've But been it's on, showing like it's showing Aussie Broadband. Why is it showing Aussie Broadband? Yeah. I don't It know should why it's it showing shouldn't six. be showing Aussie Broadband. So it looks like you're still stuck with Aussie Broadband. I'm gonna have to get that double checked. You shouldn't be with Aussie Broadband. You should be with either SuperLoop or someone else, but not Aussie Broadband because I we changed from Aussie Broadband because that's who you were with. Yes. Right? Yes. I yes. I changed from four times, and I never used to have any issue with them for, I don't know, couple Yeah. years. So yeah. Is this Yeah. yeah. I don't Yeah. know. Is this I think what what's happened here is Aussie Broadband doesn't wanna let you go. It does happen. Alright. Let me just check and yeah. Because this I think this is where the problem is. Because you shouldn't have Aussie Broadband anymore. Because we we swapped from Aussie Broadband swapped you over from an Aussie Broadband to another distributor of OptiCom. Alright. Because we don't have a direct line. We're on a layer three with OptiCom. We're not on a layer two. So you won't see Airtel Australia. You'll you'll see whoever is the the server using that at that time, but it's not Aussie Broadband. It should be SuperLoop. Alright. Can you give me at least an hour or so, and I'll call you back? Yeah. Please, Oh, man. what what when do you when do you get home? What time do you get home? You can there's home there's someone at someone at home. That's Okay. fine. Cool. Just Alright. listen Well, then to them. let and you're on you're with you you're also being communicated on the WhatsApp app. Yeah? Yeah. I've been doing it for two weeks. I haven't he he I don't know. He just Yeah. he But tells if me I'm that was this that the last speed test you did? Hang yes. on. No. No. No. I did it yesterday night as well. It's it's the same, two point something. Yeah. So this two point yeah. But the thing is whether you did it last night or three days ago or a week ago, your ping m s is only six. So you should be getting what what speed are you on? You're on. I'm on 50. So you should be getting 50 or just a little bit over that.","start_word":679,"end_word":1150,"sentiment":"neutral","sentiment_score":-0.10328532880077422},{"text":"So why are you getting to so there's a problem here.","start_word":1151,"end_word":1161,"sentiment":"negative","sentiment_score":-0.5035101771354675},{"text":"Alright. Leave that with us, and I'll I'll get our tech team to communicate with our supplier and find out why that's happening. I'll let it just it just seems like they haven't taken us off the hook from Aussie Broadband and and put you onto the proper Airtel hook, if you know what I mean. So you're still But but how come how come the Internet was working fine, like, two weeks before?","start_word":1162,"end_word":1235,"sentiment":"neutral","sentiment_score":-0.16111870110034943},{"text":"I I don't know. I I don't know.","start_word":1236,"end_word":1243,"sentiment":"negative","sentiment_score":-0.361078828573227},{"text":"I know that there's been some upgrades with OptiComm, and sometimes when the upgrades are finished, you need to unplug the router. Sometimes it'll work if you unplug it for thirty seconds. Sometimes you have to unplug it for twenty minutes, and it should work. You told me you did that three days ago for two days and yesterday for about two hours, and you're I'm still in getting two point five. yeah.","start_word":1244,"end_word":1316,"sentiment":"neutral","sentiment_score":-0.069267638027668},{"text":"So there's something wrong there. There's something wrong in the back end with OptiComm that needs to be fixed up.","start_word":1317,"end_word":1336,"sentiment":"negative","sentiment_score":-0.4366115927696228},{"text":"So you can't Yeah. My get name 2Point4 you can't get 2Point is 53 and a ping of 6. yeah. Yeah. I know. Because I I've been I've been very patiently waiting for you, No. you You know, have. like And I I agree with you. I'll look. I'm not part of the accounts team with the tech support yeah. here. If I can get a compensation for you, I'll do it. Not a problem. Just Yeah. let let us fix this up first, then we'll talk about the rest after. Alright? Because Yeah. to me, This it's tell it's telling me that there's a a back end issue is that hasn't yeah. been hasn't been fixed up. Alright? Yeah. The the main thing is when because I have, you know, like, I have work meetings, and I have all this work work thing, work related online thing needs to do from home.","start_word":1337,"end_word":1489,"sentiment":"neutral","sentiment_score":-0.07882414758205414},{"text":"So sometimes I just get frustrated.","start_word":1490,"end_word":1495,"sentiment":"negative","sentiment_score":-0.4025492072105408},{"text":"You know? Like, my I Oh, yeah. I connect with I my I hotspot. I don't blame you, mate. I'll be throwing Yeah. glasses around. Yeah. I I just connect with my hotspot, and then it just disconnected itself. And then, you know, I have to it just yeah. So yeah. Can you please wait by today, man? It's just Yeah. really Yeah.","start_word":1496,"end_word":1558,"sentiment":"neutral","sentiment_score":-0.15825651586055756},{"text":"Yeah. frustrating.","start_word":1559,"end_word":1560,"sentiment":"negative","sentiment_score":-0.43837711215019226},{"text":"I'm happy to get this resolved in the next hour. Yeah.","start_word":1561,"end_word":1571,"sentiment":"positive","sentiment_score":0.6905344724655151},{"text":"Alright. Okay?","start_word":1572,"end_word":1573,"sentiment":"neutral","sentiment_score":0.27500513195991516},{"text":"Thanks, man.","start_word":1574,"end_word":1575,"sentiment":"positive","sentiment_score":0.6427865028381348},{"text":"Alright. No Alright. worries, mate. Bye. Alright.","start_word":1576,"end_word":1582,"sentiment":"neutral","sentiment_score":0.08281239122152328},{"text":"Thanks.","start_word":1583,"end_word":1583,"sentiment":"positive","sentiment_score":0.5989857912063599}],"average":{"sentiment":"neutral","sentiment_score":-0.08850704220864423}}}}