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I'll check-in with the technician if they can make the schedule early, then I'll get back to you or by WhatsApp. Mhmm. Mhmm. Okay. So so 6AM is better? Or Mhmm. Okay. Before you go to work. Okay. I'll Yeah. Okay. Okay. I see. Mhmm. Okay. Okay. I'll already take a note on that one. Okay then. I'll just check-in with the technician, then I'll get back to you to confirm the schedule. Okay. Thank you. 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Good afternoon. This is Maureen. Yeah. This is from Airtel Australia technical support.\n\nMhmm. Okay. Let me just check your number and account. Hello, Manuel? Yeah.\n\nThank you for waiting. Just wanted to confirm because we have upon checking with our network team, they verified that the service is up and running on on their end, but we are not detecting any MAC address, which is the router coming from the address. And the PPPoE credentials is confirmed passing through our upstream provider. So just wanted to double check maybe the router is faulty. Have you already spoke with other representative regarding the technician visit?\n\nOkay. Mhmm. Mhmm. Yeah. We understand.\n\nSo we just wanted to proceed with the technician visit for us to confirm if the router is floppy. Is it portable that we schedule? Yeah. Is it your own router or the router or did we send mhmm. Okay.\n\nYeah. Mhmm. Mhmm. Mhmm. 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Is this Mary? Yes. Yeah. I'm just calling. I had a missed call from the number earlier in terms regarding my Internet connection. Speaking. Yeah. They keep changing the time. Like, the guy I spoke I spoke to someone on Friday, and then he said, oh, I'm gonna get everything sorted. And then on Saturday, because I wasn't at home, I came back on Saturday. I tried to connect again. There was no connection. So I messaged the after hours support, and no one go back to me. And then someone messaged me yesterday evening when I'm not home. And then today, I keep getting phone call and messages while I was at work. And I said to them, I'm not gonna be at home until I finished work 04:35. I won't get home till after 05:30. And then soon as the oh, yeah. We'll send a technician. And then again, I just got another cancellation. Oh, technician will come early tomorrow morning. Like, you know what I mean? It's gonna be coming when when I'm when I'm not at home, which is a bit annoying. Because I was getting a call, oh, the router is ready. This this is this. And, like, yeah, again, to get an Internet service, I don't know what's happening. It's a brand new router. It came out of box. The one that you guys sent me. Yeah. The one that you sent me. I received it on Friday. So I I connect. I follow the instruction that I will send with the email and all the credentials. And so I still can't get Internet service. And tomorrow, I was meant to be working from home. So it's like it's gonna be hard to do my joy for the Internet. So I was paid. That's why which is yeah. You say thirty AM, but I start working at 07:30. So I need the Internet for the from 07:30. So I can't just sit there for three hours waiting. Do you do you get what I'm trying to say? Like, it's just I go I don't yeah. Yeah. But 10:00 is gonna be too late already. That's what I'm trying to say. Like, I thought I work 07:30. So what am I supposed to do for three hours? Would I need would I be in my work? Yeah. That would be good. Yeah. Earlier would be better. Yeah. Because 10:00 is too late. I can't I can't sit for three hours, but I work it. I need I need to be I need to be connected to the Internet. 06:30, seven thirty, seven o'clock twice. Yeah. Between six here. Either way, it's there. No. I'm working from home before I can log on to my work. That's what I'm saying. So I'll be I'll be at home tomorrow. But if they can come early, even 07:00 07:00 would be good. Because I I get half an hour leave it before I start work. Sure. 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Is this Mary? Yes. Yeah. I'm just calling.\n\nI had a missed call from the number earlier in terms regarding my Internet connection. Speaking. Yeah. They keep changing the time. Like, the guy I spoke I spoke to someone on Friday, and then he said, oh, I'm gonna get everything sorted.\n\nAnd then on Saturday, because I wasn't at home, I came back on Saturday. I tried to connect again. There was no connection. So I messaged the after hours support, and no one go back to me. And then someone messaged me yesterday evening when I'm not home.\n\nAnd then today, I keep getting phone call and messages while I was at work. And I said to them, I'm not gonna be at home until I finished work 04:35. I won't get home till after 05:30. And then soon as the oh, yeah. We'll send a technician.\n\nAnd then again, I just got another cancellation. Oh, technician will come early tomorrow morning. Like, you know what I mean? It's gonna be coming when when I'm when I'm not at home, which is a bit annoying. Because I was getting a call, oh, the router is ready.\n\nThis this is this. And, like, yeah, again, to get an Internet service, I don't know what's happening. It's a brand new router. It came out of box. The one that you guys sent me.\n\nYeah. The one that you sent me. I received it on Friday. So I I connect. I follow the instruction that I will send with the email and all the credentials.\n\nAnd so I still can't get Internet service. And tomorrow, I was meant to be working from home. So it's like it's gonna be hard to do my joy for the Internet. So I was paid. That's why which is yeah.\n\nYou say thirty AM, but I start working at 07:30. So I need the Internet for the from 07:30. So I can't just sit there for three hours waiting. Do you do you get what I'm trying to say? Like, it's just I go I don't yeah.\n\nYeah. But 10:00 is gonna be too late already. That's what I'm trying to say. Like, I thought I work 07:30. So what am I supposed to do for three hours?\n\nWould I need would I be in my work? Yeah. That would be good. Yeah. Earlier would be better.\n\nYeah. Because 10:00 is too late. I can't I can't sit for three hours, but I work it. I need I need to be I need to be connected to the Internet. 06:30, seven thirty, seven o'clock twice.\n\nYeah. Between six here. Either way, it's there. No. I'm working from home before I can log on to my work.\n\nThat's what I'm saying. So I'll be I'll be at home tomorrow. But if they can come early, even 07:00 07:00 would be good. Because I I get half an hour leave it before I start work. Sure.\n\nNo worries.","paragraphs":[{"sentences":[{"text":"Hello.","start":4.96,"end":5.46,"sentiment":"neutral","sentiment_score":0.055639125406742096},{"text":"Is this Mary?","start":5.6,"end":6.42,"sentiment":"neutral","sentiment_score":0.058972338835398354},{"text":"Yes.","start":10.24,"end":10.74,"sentiment":"neutral","sentiment_score":0.07447682321071625},{"text":"Yeah.","start":11.92,"end":12.16,"sentiment":"neutral","sentiment_score":-0.0005541210994124413},{"text":"I'm just calling.","start":12.16,"end":12.88,"sentiment":"neutral","sentiment_score":-0.020829226821660995}],"sentiment":"neutral","sentiment_score":0.027110129284362,"num_words":9,"start":4.96,"end":12.88},{"sentences":[{"text":"I had a missed call from the number earlier in terms regarding my Internet 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again.","start":156.345,"end":157.545,"sentiment":"neutral","sentiment_score":-0.306068480014801},{"text":"There was no connection.","start":157.545,"end":158.50499,"sentiment":"negative","sentiment_score":-0.46351561695337296},{"text":"So I messaged the after hours support, and no one go back to me.","start":158.50499,"end":161.78499,"sentiment":"negative","sentiment_score":-0.4396117350884846},{"text":"And then someone messaged me yesterday evening when I'm not home.","start":161.78499,"end":165.22499,"sentiment":"neutral","sentiment_score":-0.32419281656091864}],"sentiment":"negative","sentiment_score":-0.36471744378407794,"num_words":48,"start":151.73,"end":165.22499},{"sentences":[{"text":"And then today, I keep getting phone call and messages while I was at work.","start":165.22499,"end":169.08,"sentiment":"neutral","sentiment_score":-0.2159570872783661},{"text":"And I said to them, I'm not gonna be at home until I finished work 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mean?","start":181.72,"end":183.285,"sentiment":"neutral","sentiment_score":-0.1438723752895991},{"text":"It's gonna be coming when when I'm when I'm not at home, which is a bit annoying.","start":183.285,"end":188.50499,"sentiment":"negative","sentiment_score":-0.572477242525886},{"text":"Because I was getting a call, oh, the router is ready.","start":189.285,"end":191.605,"sentiment":"negative","sentiment_score":-0.4678371955047954}],"sentiment":"negative","sentiment_score":-0.4447742667125196,"num_words":49,"start":177.87999,"end":191.605},{"sentences":[{"text":"This this is this.","start":191.605,"end":192.745,"sentiment":"negative","sentiment_score":-0.3731219619512558},{"text":"And, like, yeah, again, to get an Internet service, I don't know what's happening.","start":192.885,"end":196.185,"sentiment":"negative","sentiment_score":-0.41836305814129965},{"text":"It's a brand new router.","start":208.22,"end":209.34,"sentiment":"neutral","sentiment_score":0.027128585055470465},{"text":"It came out of box.","start":209.34,"end":210.48,"sentiment":"neutral","sentiment_score":0.014892768487334252},{"text":"The one that you guys sent me.","start":216.025,"end":217.645,"sentiment":"neutral","sentiment_score":0.010251721633332116}],"sentiment":"neutral","sentiment_score":-0.20193433836102487,"num_words":35,"start":191.605,"end":217.645},{"sentences":[{"text":"Yeah.","start":217.945,"end":218.265,"sentiment":"neutral","sentiment_score":0.023815251886844635},{"text":"The one that you sent me.","start":218.265,"end":219.145,"sentiment":"neutral","sentiment_score":0.04603914047280947},{"text":"I received it on Friday.","start":219.145,"end":220.265,"sentiment":"neutral","sentiment_score":0.07617035955190658},{"text":"So I I connect.","start":220.265,"end":221.065,"sentiment":"neutral","sentiment_score":0.06011285446584225},{"text":"I follow the instruction that I will send with the email and all the credentials.","start":221.065,"end":225.005,"sentiment":"neutral","sentiment_score":0.016419178682068984}],"sentiment":"neutral","sentiment_score":0.03766583840573026,"num_words":31,"start":217.945,"end":225.005},{"sentences":[{"text":"And so I still can't get Internet service.","start":225.97,"end":227.97,"sentiment":"negative","sentiment_score":-0.49247661978006363},{"text":"And tomorrow, I was meant to be working from home.","start":227.97,"end":230.31,"sentiment":"negative","sentiment_score":-0.5307828575372696},{"text":"So it's like it's gonna be hard to do my joy for the Internet.","start":230.61,"end":233.09,"sentiment":"negative","sentiment_score":-0.6625755556992122},{"text":"So I was paid.","start":233.09,"end":233.81,"sentiment":"neutral","sentiment_score":-0.2549147829413414},{"text":"That's why which is yeah.","start":233.81,"end":239.59,"sentiment":"neutral","sentiment_score":-0.044368917122483253}],"sentiment":"negative","sentiment_score":-0.48207812270195016,"num_words":41,"start":225.97,"end":239.59},{"sentences":[{"text":"You say thirty AM, but I start working at 07:30.","start":246.325,"end":248.885,"sentiment":"neutral","sentiment_score":-0.19041194766759872},{"text":"So I need the Internet for the from 07:30.","start":248.885,"end":251.205,"sentiment":"neutral","sentiment_score":-0.2652209566699134},{"text":"So I can't just sit there for three hours waiting.","start":251.205,"end":253.385,"sentiment":"negative","sentiment_score":-0.4912321865558624},{"text":"Do you do you get what I'm trying to say?","start":254.74,"end":256.26,"sentiment":"neutral","sentiment_score":-0.11571913659572601},{"text":"Like, it's just I go I don't yeah.","start":256.26,"end":259.0,"sentiment":"neutral","sentiment_score":-0.171939579769969}],"sentiment":"neutral","sentiment_score":-0.2497050629017201,"num_words":47,"start":246.325,"end":259.0},{"sentences":[{"text":"Yeah.","start":264.02,"end":264.26,"sentiment":"neutral","sentiment_score":0.012051612138748167},{"text":"But 10:00 is gonna be too late already.","start":264.26,"end":266.1,"sentiment":"neutral","sentiment_score":-0.18561739707365632},{"text":"That's what I'm trying to say.","start":266.1,"end":267.135,"sentiment":"neutral","sentiment_score":-0.17891963571310043},{"text":"Like, I thought I work 07:30.","start":267.215,"end":268.415,"sentiment":"neutral","sentiment_score":-0.11670124530792236},{"text":"So what am I supposed to do for three hours?","start":268.415,"end":270.595,"sentiment":"neutral","sentiment_score":-0.09741185456514359}],"sentiment":"neutral","sentiment_score":-0.13615262568477662,"num_words":31,"start":264.02,"end":270.595},{"sentences":[{"text":"Would I need would I be in my work?","start":270.89502,"end":272.755,"sentiment":"neutral","sentiment_score":-0.022890660911798477},{"text":"Yeah.","start":278.815,"end":279.135,"sentiment":"neutral","sentiment_score":0.14044815301895142},{"text":"That would be good.","start":279.135,"end":280.14,"sentiment":"neutral","sentiment_score":0.24193711951375008},{"text":"Yeah.","start":280.30002,"end":280.54,"sentiment":"neutral","sentiment_score":0.08471328020095825},{"text":"Earlier would be 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twice.","start":292.22,"end":295.035,"sentiment":"neutral","sentiment_score":-0.006236993630106251}],"sentiment":"neutral","sentiment_score":-0.08367384018033351,"num_words":38,"start":281.34003,"end":295.035},{"sentences":[{"text":"Yeah.","start":295.035,"end":295.195,"sentiment":"neutral","sentiment_score":0.0009457096457481384},{"text":"Between six here.","start":295.195,"end":296.235,"sentiment":"neutral","sentiment_score":-0.003045588110884031},{"text":"Either way, it's there.","start":296.235,"end":299.29498,"sentiment":"neutral","sentiment_score":-0.01048705680295825},{"text":"No.","start":300.07498,"end":300.315,"sentiment":"neutral","sentiment_score":-0.11234282702207564},{"text":"I'm working from home before I can log on to my work.","start":300.315,"end":303.035,"sentiment":"neutral","sentiment_score":-0.02066773921251297}],"sentiment":"neutral","sentiment_score":-0.019547379974808012,"num_words":21,"start":295.035,"end":303.035},{"sentences":[{"text":"That's what I'm saying.","start":303.035,"end":304.095,"sentiment":"neutral","sentiment_score":0.018441163934767246},{"text":"So I'll be I'll be at home tomorrow.","start":304.555,"end":306.315,"sentiment":"neutral","sentiment_score":0.107677748426795},{"text":"But if they can come early, even 07:00 07:00 would be good.","start":306.315,"end":310.44,"sentiment":"neutral","sentiment_score":0.1581866747389237},{"text":"Because I I get half an hour leave it before I start work.","start":310.68,"end":313.66,"sentiment":"neutral","sentiment_score":0.09139921286931404},{"text":"Sure.","start":321.08002,"end":321.32,"sentiment":"neutral","sentiment_score":0.23407989740371704}],"sentiment":"neutral","sentiment_score":0.11199201065066614,"num_words":38,"start":303.035,"end":321.32},{"sentences":[{"text":"No worries.","start":321.32,"end":321.98,"sentiment":"neutral","sentiment_score":0.3283975124359131}],"sentiment":"neutral","sentiment_score":0.3283975124359131,"num_words":2,"start":321.32,"end":321.98}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen.\n\nChannel 1: Hello. Is this Mary?\n\nChannel 0: Yeah. This is from Airtel Australia technical\n\nChannel 1: Yes.\n\nChannel 0: support. Mhmm.\n\nChannel 1: Yeah. I'm just calling. I had a missed call from the number earlier in terms regarding my Internet connection.\n\nChannel 0: Okay. Let me just check your number and account. Hello, Manuel?\n\nChannel 1: Speaking.\n\nChannel 0: Yeah. Thank you for waiting. Just wanted to confirm because we have upon checking with our network team, they verified that the service is up and running on on their end, but we are not detecting any MAC address, which is the router coming from the address. And the PPPoE credentials is confirmed passing through our upstream provider. So just wanted to double check maybe the router is faulty.\n\nHave you already spoke with other representative regarding the technician visit?\n\nChannel 1: Yeah. They keep changing the time. Like, the guy I spoke I spoke to someone on Friday, and then he said, oh, I'm gonna get everything sorted. And then on Saturday, because I wasn't at home, I came back on Saturday. I tried to connect again.\n\nThere was no connection. So I messaged the after hours support, and no one go back to me. And then someone messaged me yesterday evening when I'm not home. And then today, I keep getting phone\n\nChannel 0: Okay.\n\nChannel 1: call and messages while I was at work. And I said to them, I'm not gonna be at home until I finished work 04:35. I won't get home till after 05:30. And then soon as the oh, yeah. We'll send a technician.\n\nAnd then again, I just got another cancellation. Oh, technician will come early tomorrow morning. Like, you know what I mean? It's gonna be coming when when I'm when I'm not at home, which\n\nChannel 0: Mhmm.\n\nChannel 1: is a bit annoying. Because I was getting a call, oh, the router is ready. This this is this. And, like, yeah, again, to get an Internet service, I don't know what's happening.\n\nChannel 0: Mhmm. Yeah. We understand. So we just wanted to proceed with the technician visit for us to confirm if the router is floppy.\n\nChannel 1: It's a\n\nChannel 0: Is\n\nChannel 1: brand\n\nChannel 0: it portable\n\nChannel 1: new router.\n\nChannel 0: that\n\nChannel 1: It\n\nChannel 0: we\n\nChannel 1: came\n\nChannel 0: schedule?\n\nChannel 1: out of box.\n\nChannel 0: Yeah. Is it your own router or the router\n\nChannel 1: The one that you\n\nChannel 0: or\n\nChannel 1: guys\n\nChannel 0: did\n\nChannel 1: sent\n\nChannel 0: we\n\nChannel 1: me.\n\nChannel 0: send mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: The one that you sent me. I received it on Friday. So I I connect.\n\nChannel 0: Yeah.\n\nChannel 1: I follow the instruction that I will\n\nChannel 0: Mhmm.\n\nChannel 1: send with the email and all the credentials.\n\nChannel 0: Mhmm.\n\nChannel 1: And so I still can't get Internet service. And tomorrow, I was meant to be working from home. So it's like it's gonna be hard to do my joy for the Internet. So I\n\nChannel 0: Mhmm.\n\nChannel 1: was paid. That's why\n\nChannel 0: Yeah. Our\n\nChannel 1: which\n\nChannel 0: team\n\nChannel 1: is\n\nChannel 0: messaged you just today if\n\nChannel 1: yeah.\n\nChannel 0: they can if a technician can come to the address tomorrow early morning about\n\nChannel 1: You\n\nChannel 0: ten\n\nChannel 1: say\n\nChannel 0: AM.\n\nChannel 1: thirty AM, but I start working at 07:30. So I need the Internet for the from 07:30. So I can't just sit there for three hours waiting.\n\nChannel 0: Yeah. Mhmm.\n\nChannel 1: Do you do you get\n\nChannel 0: Okay.\n\nChannel 1: what I'm trying to say? Like, it's\n\nChannel 0: Yeah.\n\nChannel 1: just\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: understand.\n\nChannel 1: go I don't yeah.\n\nChannel 0: Yeah. Is it okay if you make a response via WhatsApp?\n\nChannel 1: Yeah. But 10:00 is gonna\n\nChannel 0: Regarding\n\nChannel 1: be too late already. That's what I'm trying to say. Like, I thought I work 07:30. So what am I supposed to do for three hours? Would\n\nChannel 0: Mhmm.\n\nChannel 1: I\n\nChannel 0: Okay.\n\nChannel 1: need would\n\nChannel 0: I'll\n\nChannel 1: I be\n\nChannel 0: check\n\nChannel 1: in my work?\n\nChannel 0: mhmm. I'll check-in with the technician if they can make the schedule early,\n\nChannel 1: Yeah.\n\nChannel 0: then\n\nChannel 1: That\n\nChannel 0: I'll\n\nChannel 1: would\n\nChannel 0: get\n\nChannel 1: be\n\nChannel 0: back\n\nChannel 1: good.\n\nChannel 0: to you\n\nChannel 1: Yeah.\n\nChannel 0: or\n\nChannel 1: Earlier\n\nChannel 0: by\n\nChannel 1: would\n\nChannel 0: WhatsApp.\n\nChannel 1: be better. Yeah. Because 10:00\n\nChannel 0: Mhmm.\n\nChannel 1: is too late. I can't I can't sit for three hours, but\n\nChannel 0: Mhmm.\n\nChannel 1: I work\n\nChannel 0: Okay.\n\nChannel 1: it. I need I need to be I\n\nChannel 0: So\n\nChannel 1: need to be connected to the Internet.\n\nChannel 0: so 6AM is better? Or\n\nChannel 1: 06:30, seven thirty, seven\n\nChannel 0: Mhmm.\n\nChannel 1: o'clock twice. Yeah. Between six here.\n\nChannel 0: Okay.\n\nChannel 1: Either way, it's\n\nChannel 0: Before you go\n\nChannel 1: there.\n\nChannel 0: to work. Okay.\n\nChannel 1: No.\n\nChannel 0: I'll\n\nChannel 1: I'm working from home before I can log\n\nChannel 0: Yeah.\n\nChannel 1: on\n\nChannel 0: Okay.\n\nChannel 1: to my work. That's what I'm saying.\n\nChannel 0: Okay.\n\nChannel 1: So I'll\n\nChannel 0: I\n\nChannel 1: be\n\nChannel 0: see.\n\nChannel 1: I'll be at home tomorrow. But if they can come early, even 07:00\n\nChannel 0: Mhmm.\n\nChannel 1: 07:00 would be good. Because I\n\nChannel 0: Okay.\n\nChannel 1: I get half an hour leave it before I start work.\n\nChannel 0: Okay. I'll already take a note on that one. Okay then. I'll just check-in with the technician, then I'll get back to you to confirm the schedule.\n\nChannel 1: Sure. No worries.\n\nChannel 0: Okay. Thank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.68,"end":2.0,"sentiment":"neutral","sentiment_score":0.10508977621793748},{"text":"Good afternoon.","start":2.0,"end":2.74,"sentiment":"neutral","sentiment_score":0.30511005222797394},{"text":"This is Maureen.","start":2.8,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.18499110639095306}],"sentiment":"neutral","sentiment_score":0.2117138666411241,"channel":0,"num_words":6,"start":1.68,"end":3.6999998},{"sentences":[{"text":"Hello.","start":4.96,"end":5.46,"sentiment":"neutral","sentiment_score":0.055639125406742096},{"text":"Is this Mary?","start":5.6,"end":6.42,"sentiment":"neutral","sentiment_score":0.058972338835398354}],"sentiment":"neutral","sentiment_score":0.05813903547823429,"channel":1,"num_words":4,"start":4.96,"end":6.42},{"sentences":[{"text":"Yeah.","start":7.2,"end":7.7,"sentiment":"neutral","sentiment_score":0.04464190453290939},{"text":"This is from Airtel Australia 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Manuel?","start":106.745,"end":107.725,"sentiment":"neutral","sentiment_score":0.03718866407871246}],"sentiment":"neutral","sentiment_score":0.02538199502636086,"channel":0,"num_words":11,"start":19.445,"end":107.725},{"sentences":[{"text":"Speaking.","start":108.495,"end":108.995,"sentiment":"neutral","sentiment_score":0.0333523154258728}],"sentiment":"neutral","sentiment_score":0.0333523154258728,"channel":1,"num_words":1,"start":108.495,"end":108.995},{"sentences":[{"text":"Yeah.","start":109.865,"end":110.345,"sentiment":"neutral","sentiment_score":0.13694298267364502},{"text":"Thank you for waiting.","start":110.345,"end":111.305,"sentiment":"positive","sentiment_score":0.4329676553606987},{"text":"Just wanted to confirm because we have upon checking with our network team, they verified that the service is up and running on on their end, but we are not detecting any MAC address, which is the router coming from the address.","start":111.305,"end":127.64,"sentiment":"neutral","sentiment_score":0.013095418612162272},{"text":"And the PPPoE credentials is confirmed passing through our upstream provider.","start":128.18,"end":133.23999,"sentiment":"neutral","sentiment_score":-0.051154600964351135},{"text":"So just wanted to double check maybe the router is faulty.","start":133.94499,"end":137.245,"sentiment":"neutral","sentiment_score":-0.2533914257179607}],"sentiment":"neutral","sentiment_score":-0.013495436343161957,"channel":0,"num_words":69,"start":109.865,"end":137.245},{"sentences":[{"text":"Have you already spoke with other representative regarding the technician 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work.","start":302.395,"end":303.035,"sentiment":"neutral","sentiment_score":0.018091675514976185},{"text":"That's what I'm saying.","start":303.035,"end":304.095,"sentiment":"neutral","sentiment_score":0.018441163934767246}],"sentiment":"neutral","sentiment_score":0.01829138318342822,"channel":1,"num_words":7,"start":302.395,"end":304.095},{"sentences":[{"text":"Okay.","start":304.43,"end":304.83002,"sentiment":"neutral","sentiment_score":0.09844204783439636}],"sentiment":"neutral","sentiment_score":0.09844204783439636,"channel":0,"num_words":1,"start":304.43,"end":304.83002},{"sentences":[{"text":"So I'll","start":304.555,"end":304.955,"sentiment":"neutral","sentiment_score":0.10738598182797432}],"sentiment":"neutral","sentiment_score":0.10738598182797432,"channel":1,"num_words":2,"start":304.555,"end":304.955},{"sentences":[{"text":"I","start":304.83002,"end":304.99,"sentiment":"neutral","sentiment_score":0.1321503221988678}],"sentiment":"neutral","sentiment_score":0.1321503221988678,"channel":0,"num_words":1,"start":304.83002,"end":304.99},{"sentences":[{"text":"be","start":304.955,"end":305.195,"sentiment":"neutral","sentiment_score":0.11053714156150818}],"sentiment":"neutral","sentiment_score":0.11053714156150818,"channel":1,"num_words":1,"start":304.955,"end":305.195},{"sentences":[{"text":"see.","start":304.99,"end":305.49,"sentiment":"neutral","sentiment_score":0.11402204632759094}],"sentiment":"neutral","sentiment_score":0.11402204632759094,"channel":0,"num_words":1,"start":304.99,"end":305.49},{"sentences":[{"text":"I'll be at home tomorrow.","start":305.195,"end":306.315,"sentiment":"neutral","sentiment_score":0.10722257643938064},{"text":"But if they can come early, even 07:00","start":306.315,"end":309.035,"sentiment":"neutral","sentiment_score":0.11994839180260897}],"sentiment":"neutral","sentiment_score":0.11505384743213654,"channel":1,"num_words":13,"start":305.195,"end":309.035},{"sentences":[{"text":"Mhmm.","start":308.475,"end":308.975,"sentiment":"neutral","sentiment_score":0.08137857913970947}],"sentiment":"neutral","sentiment_score":0.08137857913970947,"channel":0,"num_words":1,"start":308.475,"end":308.975},{"sentences":[{"text":"07:00 would be good.","start":309.195,"end":310.44,"sentiment":"neutral","sentiment_score":0.2346632406115532},{"text":"Because I","start":310.68,"end":311.12,"sentiment":"neutral","sentiment_score":0.09840548783540726}],"sentiment":"neutral","sentiment_score":0.1892439896861712,"channel":1,"num_words":6,"start":309.195,"end":311.12},{"sentences":[{"text":"Okay.","start":310.95502,"end":311.45502,"sentiment":"neutral","sentiment_score":0.15595273673534393}],"sentiment":"neutral","sentiment_score":0.15595273673534393,"channel":0,"num_words":1,"start":310.95502,"end":311.45502},{"sentences":[{"text":"I get half an hour leave it before I start work.","start":311.12,"end":313.66,"sentiment":"neutral","sentiment_score":0.09012534469366074}],"sentiment":"neutral","sentiment_score":0.09012534469366074,"channel":1,"num_words":11,"start":311.12,"end":313.66},{"sentences":[{"text":"Okay.","start":313.99503,"end":314.475,"sentiment":"neutral","sentiment_score":0.14091363549232483},{"text":"I'll already take a note on that one.","start":314.475,"end":316.155,"sentiment":"neutral","sentiment_score":0.15495548583567142},{"text":"Okay then.","start":316.155,"end":316.55502,"sentiment":"neutral","sentiment_score":0.16531553119421005},{"text":"I'll just check-in with the technician, then I'll get back to you to confirm the schedule.","start":316.55502,"end":320.33502,"sentiment":"neutral","sentiment_score":0.1609489107504487}],"sentiment":"neutral","sentiment_score":0.15875448728049243,"channel":0,"num_words":27,"start":313.99503,"end":320.33502},{"sentences":[{"text":"Sure.","start":321.08002,"end":321.32,"sentiment":"neutral","sentiment_score":0.23407989740371704},{"text":"No worries.","start":321.32,"end":321.98,"sentiment":"neutral","sentiment_score":0.3283975124359131}],"sentiment":"neutral","sentiment_score":0.2969583074251811,"channel":1,"num_words":3,"start":321.08002,"end":321.98},{"sentences":[{"text":"Okay.","start":322.155,"end":322.655,"sentiment":"positive","sentiment_score":0.42712754011154175},{"text":"Thank you.","start":322.79294,"end":323.19296,"sentiment":"positive","sentiment_score":0.4310973882675171},{"text":"Bye for now.","start":323.19296,"end":324.17294,"sentiment":"neutral","sentiment_score":-0.01847664515177409}],"sentiment":"neutral","sentiment_score":0.20564873019854227,"channel":0,"num_words":6,"start":322.155,"end":324.17294}]},"summary":{"result":"success","short":"A customer named Manuel calls Airtel Australia technical support to inquire about his internet connection. The representative confirms that the service is up and running, but they are not detecting any MAC address, and the PP neck is confirmed passing through upstream provider. The customer is frustrated because he was supposed to work from home but was unable to, and the representative suggests a technician visit early the next day to check if the router is floppy."},"intents":{"segments":[{"text":"Just wanted to confirm because we have upon checking with our network team, they verified that the service is up and running on on their end, but we are not detecting any MAC address, which is the router coming from the address. And the PPPoE credentials is confirmed passing through our upstream provider. So just wanted to double check maybe the router is faulty.","start_word":56,"end_word":119,"intents":[{"intent":"Verify router connectivity","confidence_score":0.0013714047}]},{"text":"So we just wanted to proceed with the technician visit for us to confirm if the router is floppy.","start_word":328,"end_word":346,"intents":[{"intent":"Confirm router status","confidence_score":0.2941734}]},{"text":"So we just wanted to proceed with the technician visit for us to confirm if the router is floppy. It's a Is brand it portable new router. that It we came schedule? out of box. Yeah.","start_word":328,"end_word":363,"intents":[{"intent":"Schedule technician visit","confidence_score":0.35417914}]},{"text":"Is it your own router or the router The one that you or guys did sent we me. send mhmm. Yeah. Okay. The one that you sent me. I received it on Friday. So I I connect. Yeah.","start_word":364,"end_word":401,"intents":[{"intent":"Connect router","confidence_score":0.69454175},{"intent":"Connect router","confidence_score":0.18783943}]},{"text":"I follow the instruction that I will Mhmm. send with the email and all the credentials. Mhmm.","start_word":402,"end_word":418,"intents":[{"intent":"Receive instructions","confidence_score":0.109145015}]},{"text":"I need I need to be I So need to be connected to the Internet. so 6AM is better?","start_word":647,"end_word":665,"intents":[{"intent":"Schedule internet connection","confidence_score":0.09809147}]}]},"sentiments":{"segments":[{"text":"Hello. Good afternoon. This is Maureen. Hello. Is this Mary? Yeah. This is from Airtel Australia technical Yes. support. Mhmm. Yeah. I'm just calling. I had a missed call from the number earlier in terms regarding my Internet connection. Okay. Let me just check your number and account. Hello, Manuel? Speaking. Yeah.","start_word":0,"end_word":51,"sentiment":"neutral","sentiment_score":0.029091721400618553},{"text":"Thank you for waiting.","start_word":52,"end_word":55,"sentiment":"positive","sentiment_score":0.43827658891677856},{"text":"Just wanted to confirm because we have upon checking with our network team, they verified that the service is up and running on on their end, but we are not detecting any MAC address, which is the router coming from the address. And the PPPoE credentials is confirmed passing through our upstream provider. So just wanted to double check maybe the router is faulty. Have you already spoke with other representative regarding the technician visit? Yeah.","start_word":56,"end_word":131,"sentiment":"neutral","sentiment_score":-0.05812374874949455},{"text":"They keep changing the time.","start_word":132,"end_word":136,"sentiment":"negative","sentiment_score":-0.4666319787502289},{"text":"Like, the guy I spoke I spoke to someone on Friday, and then he said, oh, I'm gonna get everything sorted. And then on Saturday, because I wasn't at home, I came back on Saturday. I tried to connect again.","start_word":137,"end_word":176,"sentiment":"neutral","sentiment_score":-0.3062993288040161},{"text":"There was no connection. So I messaged the after hours support, and no one go back to me.","start_word":177,"end_word":194,"sentiment":"negative","sentiment_score":-0.4408886730670929},{"text":"And then someone messaged me yesterday evening when I'm not home. And then today, I keep getting phone Okay. call and messages while I was at work.","start_word":195,"end_word":221,"sentiment":"neutral","sentiment_score":-0.2574443221092224},{"text":"And I said to them, I'm not gonna be at home until I finished work 04:35. I won't get home till after 05:30.","start_word":222,"end_word":244,"sentiment":"negative","sentiment_score":-0.3579789400100708},{"text":"And then soon as the oh, yeah. We'll send a technician.","start_word":245,"end_word":255,"sentiment":"neutral","sentiment_score":-0.26907920837402344},{"text":"And then again, I just got another cancellation.","start_word":256,"end_word":263,"sentiment":"negative","sentiment_score":-0.5209637880325317},{"text":"Oh, technician will come early tomorrow morning. Like, you know what I mean?","start_word":264,"end_word":276,"sentiment":"neutral","sentiment_score":-0.21322964131832123},{"text":"It's gonna be coming when when I'm when I'm not at home, which Mhmm. is a bit annoying. Because I was getting a call, oh, the router is ready. This this is this. And, like, yeah, again, to get an Internet service, I don't know what's happening.","start_word":277,"end_word":323,"sentiment":"negative","sentiment_score":-0.4828144311904907},{"text":"Mhmm. Yeah. We understand. So we just wanted to proceed with the technician visit for us to confirm if the router is floppy. It's a Is brand it portable new router. that It we came schedule? out of box. Yeah. Is it your own router or the router The one that you or guys did sent we me. send mhmm. Yeah. Okay. The one that you sent me. I received it on Friday. So I I connect. Yeah. I follow the instruction that I will Mhmm. send with the email and all the credentials. Mhmm.","start_word":324,"end_word":418,"sentiment":"neutral","sentiment_score":0.020394442602992054},{"text":"And so I still can't get Internet service. And tomorrow, I was meant to be working from home. So it's like it's gonna be hard to do my joy for the Internet.","start_word":419,"end_word":450,"sentiment":"negative","sentiment_score":-0.5877450108528137},{"text":"So I Mhmm. was paid. That's why Yeah. Our which team is messaged you just today if yeah. they can if a technician can come to the address tomorrow early morning about You ten say AM. thirty AM, but I start working at 07:30. So I need the Internet for the from 07:30.","start_word":451,"end_word":503,"sentiment":"neutral","sentiment_score":-0.1376938372850418},{"text":"So I can't just sit there for three hours waiting.","start_word":504,"end_word":513,"sentiment":"negative","sentiment_score":-0.4757780134677887},{"text":"Yeah. Mhmm. Do you do you get Okay. what I'm trying to say? Like, it's Yeah. just I I understand. go I don't yeah. Yeah. Is it okay if you make a response via WhatsApp? Yeah. But 10:00 is gonna Regarding be too late already. That's what I'm trying to say. Like, I thought I work 07:30. So what am I supposed to do for three hours? Would Mhmm. I Okay. need would I'll I be check in my work? mhmm. I'll check-in with the technician if they can make the schedule early, Yeah. then That I'll would get be back good. to you Yeah. or Earlier by would WhatsApp. be better. Yeah. Because 10:00 Mhmm. is too late. I can't I can't sit for three hours, but Mhmm. I work Okay. it. I need I need to be I So need to be connected to the Internet. so 6AM is better? Or 06:30, seven thirty, seven Mhmm. o'clock twice. Yeah. Between six here. Okay. Either way, it's Before you go there. to work. Okay. No. I'll I'm working from home before I can log Yeah. on Okay. to my work. That's what I'm saying. Okay. So I'll I be see. I'll be at home tomorrow. But if they can come early, even Mhmm. 07:00 07:00 would be good. Because I Okay. I get half an hour leave it before I start work. Okay. I'll already take a note on that one. Okay then. I'll just check-in with the technician, then I'll get back to you to confirm the schedule. Sure.","start_word":514,"end_word":774,"sentiment":"neutral","sentiment_score":0.008711908976065701},{"text":"No worries. Okay. Thank you.","start_word":775,"end_word":779,"sentiment":"positive","sentiment_score":0.4616435766220093},{"text":"Bye for now.","start_word":780,"end_word":782,"sentiment":"neutral","sentiment_score":0.006564229726791382}],"average":{"sentiment":"neutral","sentiment_score":-0.11945639343798056}}}}