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Regarding the issue you're experiencing, we're really sorry for the inconvenience. But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault. If we confirm that the route the router is faulty, we'll send you then a new one as soon as possible. But there's still yeah. Actually, for the estimated time of restoration, I cannot provide you as of the moment because we're still investigating on it. Yeah. But we'll give you a callback then within this day if I hear an update from them. And for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address Or where credit is on your account. Yeah. Yeah. I understand. Yeah. Mhmm. Yeah. I understand the frustration, but I assure you that we're staying on top of this, and we're monitoring your account. Yeah. Mhmm. Yeah. Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot. Then once the reboot did not work, we're going to proceed with the second troubleshoot, which is checking the PPPoE credentials of your router, which is the one the email instruction that we send you where we confirm if the email and password is correct. Then if we confirm that the username and password is correct but still no Internet connection, we'll then proceed with the network team escalating the issue with the network team for them to check if there's an problem with the optical lines on the network side. Then if we confirm that there's no issue with the network team, then the problem might be with the router or with the configuration of the router. Yeah. That's why, as of the moment, I cannot give you an update regarding that one because, we're still waiting for the network team's, response also. If there is a network fault, if there is a network traffic, if there is if they can detect the router, because if they cannot detect the router, so that means that there's a network fault or the router is faulty before we proceed with the next troubleshooting and the resolution. Yeah. So as of the moment yeah. Sorry? Yeah. Yeah. Yeah. Mhmm. Yeah. Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials. That's the second step for the troubleshooting since we spoke via phone. I remember before I email you that the rebooting did not work. That's why we proceed with the second step. And after I confirm on Friday, reply Friday that you completed the step but you still do not have the Internet, that's the time that I requested, like, a confirmation or a picture of the router. Is that right? Yeah. And yeah. That's why I requested the picture for me to send the the network team since after checking that username and password match. You send it Friday, I remember. The picture. Yeah. That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot. And right now, I'm still waiting for the response. Yeah. That that's because I think Saturday and Sunday, they have no office hours. So probably they they'll check the issue today starting today since the office is closed Saturday and Sunday. Yeah. If I hear an update within this day, I'll give you a callback or send you an email response to the email to our email thread if ever. I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this. Yeah. Yeah. So if you have questions in the meantime, just give us a callback then. Yeah. Thank you. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today? Mhmm.\n\nYes. Hello, Selfie. Yeah. Regarding the issue you're experiencing, we're really sorry for the inconvenience. But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault.\n\nIf we confirm that the route the router is faulty, we'll send you then a new one as soon as possible. But there's still yeah. Actually, for the estimated time of restoration, I cannot provide you as of the moment because we're still investigating on it. Yeah. But we'll give you a callback then within this day if I hear an update from them.\n\nAnd for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address Or where credit is on your account. Yeah. Yeah. I understand. Yeah.\n\nMhmm. Yeah. I understand the frustration, but I assure you that we're staying on top of this, and we're monitoring your account. Yeah. Mhmm.\n\nYeah. Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot. Then once the reboot did not work, we're going to proceed with the second troubleshoot, which is checking the PPPoE credentials of your router, which is the one the email instruction that we send you where we confirm if the email and password is correct. Then if we confirm that the username and password is correct but still no Internet connection, we'll then proceed with the network team escalating the issue with the network team for them to check if there's an problem with the optical lines on the network side. Then if we confirm that there's no issue with the network team, then the problem might be with the router or with the configuration of the router.\n\nYeah. That's why, as of the moment, I cannot give you an update regarding that one because, we're still waiting for the network team's, response also. If there is a network fault, if there is a network traffic, if there is if they can detect the router, because if they cannot detect the router, so that means that there's a network fault or the router is faulty before we proceed with the next troubleshooting and the resolution. Yeah. So as of the moment yeah.\n\nSorry? Yeah. Yeah. Yeah. Mhmm.\n\nYeah. Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials. That's the second step for the troubleshooting since we spoke via phone. I remember before I email you that the rebooting did not work. That's why we proceed with the second step.\n\nAnd after I confirm on Friday, reply Friday that you completed the step but you still do not have the Internet, that's the time that I requested, like, a confirmation or a picture of the router. Is that right? Yeah. And yeah. That's why I requested the picture for me to send the the network team since after checking that username and password match.\n\nYou send it Friday, I remember. The picture. Yeah. That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot. And right now, I'm still waiting for the response.\n\nYeah. That that's because I think Saturday and Sunday, they have no office hours. So probably they they'll check the issue today starting today since the office is closed Saturday and Sunday. Yeah. If I hear an update within this day, I'll give you a callback or send you an email response to the email to our email thread if ever.\n\nI'm really sorry for the inconvenience, and I assure you that we're staying top on top of this. Yeah. Yeah. So if you have questions in the meantime, just give us a callback then. Yeah.\n\nThank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.11020344495773315},{"text":"Good morning.","start":2.3999999,"end":3.04,"sentiment":"neutral","sentiment_score":0.33083605766296387},{"text":"This is Maureen from Airtel tech support.","start":3.04,"end":5.38,"sentiment":"neutral","sentiment_score":0.28728548756667543},{"text":"How can I assist you today?","start":5.7599998,"end":7.14,"sentiment":"neutral","sentiment_score":0.3005414331952731},{"text":"Mhmm.","start":9.36,"end":9.86,"sentiment":"neutral","sentiment_score":0.02321978472173214}],"sentiment":"neutral","sentiment_score":0.27113778571433883,"num_words":17,"start":1.5999999,"end":9.86},{"sentences":[{"text":"Yes.","start":10.0,"end":10.32,"sentiment":"neutral","sentiment_score":0.03391570597887039},{"text":"Hello, Selfie.","start":10.32,"end":11.219999,"sentiment":"neutral","sentiment_score":0.023601417429745197},{"text":"Yeah.","start":34.2,"end":34.7,"sentiment":"neutral","sentiment_score":-0.13437524437904358},{"text":"Regarding the issue you're experiencing, we're really sorry for the inconvenience.","start":35.4,"end":39.5,"sentiment":"neutral","sentiment_score":-0.3087560087442398},{"text":"But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault.","start":41.855,"end":51.795,"sentiment":"neutral","sentiment_score":-0.2004625896612803}],"sentiment":"neutral","sentiment_score":-0.21100149334718785,"num_words":42,"start":10.0,"end":51.795},{"sentences":[{"text":"If we confirm that the route the router is faulty, we'll send you then a new one as soon as possible.","start":52.335,"end":61.55,"sentiment":"neutral","sentiment_score":-0.14494475225607553},{"text":"But there's still yeah.","start":62.01,"end":65.47,"sentiment":"neutral","sentiment_score":-0.08819540776312351},{"text":"Actually, for the estimated time of restoration, I cannot provide you as of the moment because we're still investigating on it.","start":66.825,"end":74.765,"sentiment":"neutral","sentiment_score":-0.31299984526066554},{"text":"Yeah.","start":74.985,"end":75.305,"sentiment":"neutral","sentiment_score":-0.07617969810962677},{"text":"But we'll give you a callback then within this day if I hear an update from them.","start":75.305,"end":80.67,"sentiment":"neutral","sentiment_score":0.01025806542705087}],"sentiment":"neutral","sentiment_score":-0.15424079319927841,"num_words":64,"start":52.335,"end":80.67},{"sentences":[{"text":"And for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address Or where credit is on your account.","start":81.79,"end":99.524994,"sentiment":"neutral","sentiment_score":-0.059880115636965124},{"text":"Yeah.","start":99.524994,"end":100.024994,"sentiment":"neutral","sentiment_score":-0.20943692326545715},{"text":"Yeah.","start":125.505,"end":125.825,"sentiment":"neutral","sentiment_score":-0.2513277530670166},{"text":"I understand.","start":125.825,"end":126.485,"sentiment":"negative","sentiment_score":-0.47950683534145355},{"text":"Yeah.","start":137.59,"end":138.09,"sentiment":"neutral","sentiment_score":-0.26760101318359375}],"sentiment":"neutral","sentiment_score":-0.09005356741988141,"num_words":46,"start":81.79,"end":138.09},{"sentences":[{"text":"Mhmm.","start":159.88501,"end":160.38501,"sentiment":"neutral","sentiment_score":-0.2179403156042099},{"text":"Yeah.","start":160.445,"end":160.845,"sentiment":"neutral","sentiment_score":-0.11714854836463928},{"text":"I understand the frustration, but I assure you that we're staying on top of this, and we're monitoring your account.","start":160.845,"end":174.10999,"sentiment":"neutral","sentiment_score":-0.06623990181833506},{"text":"Yeah.","start":200.48,"end":200.98,"sentiment":"neutral","sentiment_score":-0.2246963530778885},{"text":"Mhmm.","start":242.885,"end":243.385,"sentiment":"neutral","sentiment_score":-0.11440471559762956}],"sentiment":"neutral","sentiment_score":-0.08329116537546118,"num_words":24,"start":159.88501,"end":243.385},{"sentences":[{"text":"Yeah.","start":243.925,"end":244.425,"sentiment":"neutral","sentiment_score":-0.09472710639238358},{"text":"Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot.","start":245.46,"end":255.88,"sentiment":"neutral","sentiment_score":-0.13776021036836836},{"text":"Then once the reboot did not work, we're going to proceed with the second troubleshoot, which is checking the PPPoE credentials of your router, which is the one the email instruction that we send you where we confirm if the email and password is correct.","start":256.42,"end":276.53,"sentiment":"neutral","sentiment_score":-0.005951011905239688},{"text":"Then if we confirm that the username and password is correct but still no Internet connection, we'll then proceed with the network team escalating the issue with the network team for them to check if there's an problem with the optical lines on the network side.","start":276.99,"end":299.585,"sentiment":"neutral","sentiment_score":-0.041570281407431416},{"text":"Then if we confirm that there's no issue with the network team, then the problem might be with the router or with the configuration of the router.","start":299.885,"end":312.29,"sentiment":"neutral","sentiment_score":-0.15792410020475034}],"sentiment":"neutral","sentiment_score":-0.06582766481042995,"num_words":137,"start":243.925,"end":312.29},{"sentences":[{"text":"Yeah.","start":316.365,"end":316.605,"sentiment":"neutral","sentiment_score":-0.10818749666213988},{"text":"That's why, as of the moment, I cannot give you an update regarding that one because, we're still waiting for the network team's, response also.","start":316.605,"end":327.665,"sentiment":"neutral","sentiment_score":-0.3151496511697769},{"text":"If there is a network fault, if there is a network traffic, if there is if they can detect the router, because if they cannot detect the router, so that means that there's a network fault or the router is faulty before we proceed with the next troubleshooting and the resolution.","start":328.44,"end":352.125,"sentiment":"negative","sentiment_score":-0.38546401174629435},{"text":"Yeah.","start":359.14,"end":359.54,"sentiment":"neutral","sentiment_score":0.011129654943943024},{"text":"So as of the moment yeah.","start":359.54,"end":362.28,"sentiment":"neutral","sentiment_score":0.04197681819399198}],"sentiment":"neutral","sentiment_score":-0.3259833667959486,"num_words":84,"start":316.365,"end":362.28},{"sentences":[{"text":"Sorry?","start":364.26,"end":364.76,"sentiment":"neutral","sentiment_score":-0.02242960035800934},{"text":"Yeah.","start":378.22498,"end":378.72498,"sentiment":"neutral","sentiment_score":-0.08276140689849854},{"text":"Yeah.","start":390.99,"end":391.49,"sentiment":"neutral","sentiment_score":-0.1850426346063614},{"text":"Yeah.","start":411.42502,"end":411.92502,"sentiment":"neutral","sentiment_score":-0.25113582611083984},{"text":"Mhmm.","start":419.9,"end":420.13998,"sentiment":"neutral","sentiment_score":-0.05144650489091873}],"sentiment":"neutral","sentiment_score":-0.11856319457292556,"num_words":5,"start":364.26,"end":420.13998},{"sentences":[{"text":"Yeah.","start":420.13998,"end":420.22,"sentiment":"neutral","sentiment_score":-0.02200381830334663},{"text":"Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials.","start":420.22,"end":430.73502,"sentiment":"neutral","sentiment_score":-0.03308229591874849},{"text":"That's the second step for the troubleshooting since we spoke via phone.","start":432.155,"end":439.99,"sentiment":"neutral","sentiment_score":-0.05958507303148508},{"text":"I remember before I email you that the rebooting did not work.","start":440.05,"end":445.19,"sentiment":"neutral","sentiment_score":-0.18145843409001827},{"text":"That's why we proceed with the second step.","start":445.41,"end":448.15,"sentiment":"neutral","sentiment_score":-0.060546248219907284}],"sentiment":"neutral","sentiment_score":-0.07580785377434006,"num_words":54,"start":420.13998,"end":448.15},{"sentences":[{"text":"And after I confirm on Friday, reply Friday that you completed the step but you still do not have the Internet, that's the time that I requested, like, a confirmation or a picture of the router.","start":448.77,"end":466.85498,"sentiment":"neutral","sentiment_score":-0.0647089728154242},{"text":"Is that right?","start":467.07498,"end":467.975,"sentiment":"neutral","sentiment_score":-0.023225288838148117},{"text":"Yeah.","start":469.75,"end":469.99002,"sentiment":"neutral","sentiment_score":-0.021244367584586143},{"text":"And yeah.","start":469.99002,"end":474.33002,"sentiment":"neutral","sentiment_score":-0.020112854428589344},{"text":"That's why I requested the picture for me to send the the network team since after checking that username and password match.","start":474.79,"end":485.42502,"sentiment":"neutral","sentiment_score":-0.025574729989536783}],"sentiment":"neutral","sentiment_score":-0.04723926600127015,"num_words":64,"start":448.77,"end":485.42502},{"sentences":[{"text":"You send it Friday, I remember.","start":487.165,"end":489.505,"sentiment":"neutral","sentiment_score":0.0007435421769817671},{"text":"The picture.","start":491.565,"end":492.305,"sentiment":"neutral","sentiment_score":0.0006025247275829315},{"text":"Yeah.","start":492.605,"end":493.105,"sentiment":"neutral","sentiment_score":0.0016032066196203232},{"text":"That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot.","start":493.405,"end":503.19,"sentiment":"neutral","sentiment_score":-0.03518836781382561},{"text":"And right now, I'm still waiting for the response.","start":504.21,"end":506.95,"sentiment":"neutral","sentiment_score":-0.14707295844952264}],"sentiment":"neutral","sentiment_score":-0.05107200726173645,"num_words":43,"start":487.165,"end":506.95},{"sentences":[{"text":"Yeah.","start":510.56497,"end":511.06497,"sentiment":"neutral","sentiment_score":-0.0364229753613472},{"text":"That that's because I think Saturday and Sunday, they have no office hours.","start":511.685,"end":520.58496,"sentiment":"neutral","sentiment_score":-0.13353109646302003},{"text":"So probably they they'll check the issue today starting today since the office is closed Saturday and Sunday.","start":523.11,"end":536.79504,"sentiment":"neutral","sentiment_score":-0.11467343216968907},{"text":"Yeah.","start":543.655,"end":544.155,"sentiment":"neutral","sentiment_score":0.012632010504603386},{"text":"If I hear an update within this day, I'll give you a callback or send you an email response to the email to our email thread if ever.","start":544.29504,"end":556.39996,"sentiment":"neutral","sentiment_score":0.013381511704730136}],"sentiment":"neutral","sentiment_score":-0.056543191314720714,"num_words":61,"start":510.56497,"end":556.39996},{"sentences":[{"text":"I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this.","start":556.7,"end":563.055,"sentiment":"neutral","sentiment_score":0.09214447935422261},{"text":"Yeah.","start":567.135,"end":567.635,"sentiment":"neutral","sentiment_score":0.13116031885147095},{"text":"Yeah.","start":570.65497,"end":570.975,"sentiment":"neutral","sentiment_score":0.03164704889059067},{"text":"So if you have questions in the meantime, just give us a callback then.","start":570.975,"end":574.995,"sentiment":"neutral","sentiment_score":0.0533937473914453},{"text":"Yeah.","start":577.21497,"end":577.6469,"sentiment":"neutral","sentiment_score":0.29611337184906006}],"sentiment":"neutral","sentiment_score":0.08185810946992465,"num_words":35,"start":556.7,"end":577.6469},{"sentences":[{"text":"Thank you.","start":577.8869,"end":578.6269,"sentiment":"positive","sentiment_score":0.6964231133460999},{"text":"Bye for now.","start":579.0069,"end":579.98694,"sentiment":"neutral","sentiment_score":0.13593363761901855}],"sentiment":"positive","sentiment_score":0.3601294279098511,"num_words":5,"start":577.8869,"end":579.98694}]}}]},{"alternatives":[{"transcript":"Hello. This is Telfin. My Internet is not still working. I can't just stay patient because I've just seen your email. Like, the you guys are just telling me to be patient. I don't have Internet, you know, and I've paid for it. If the router is the problem, then I can send it back so that you guys give me another router. Then how how long will this take? My god. It's not about the money. It's about the inconvenience because you guys assured me that I'm gonna have Internet. And now I'm just I have to, like, sit at certain position in in my house so that I can communicate because it's I it's just inconvenient thing me. What if I have school, I have uni? How would I have survived? You know? So it's not fair. Like, it's not cool, and I'm here with you guys. I can't even recommend my friends to go with Airtel. It's not about the money. It's about the inconvenience, and you guys don't have the timeline. It's not promptly worked on. You guys are just telling me to wait, and you'll consider the time I didn't have Internet. What about the time I don't have Internet, and I need to use the Internet? It's not fair. It's just frustrating. You know? And when you guys did the boosting or rebooting, you guys didn't even communicate. There was no email, no message. So if if there was a communication, maybe I would have done it straight away, and this wouldn't have happened. I just realized my Internet wasn't working, and I called you guys. And you guys are like, oh, there was a boosting or rebooting. I can't remember what you said. And then you guys told me, oh, you need to do this and that, and everything was there. You know? I didn't even have to put password. I just checked the setting. Everything was correct. So maybe the router is faulty or there is something with the network, but at least you guys should be on top of this, like, promptly and communicate. If you guys check, see that my account wasn't connected, you guys will at least apologize and communicated straight away instead of me finding out for myself and calling, and now I have to wait. I don't know when it's gonna be fixed. Mhmm. Okay. Please just keep me posted. Keep me updated, like, at least on a daily basis so that I know if if maybe tomorrow nothing will have been done or you guys are still investigating. Just maybe send me maybe an email just say a solution hasn't been found yet so that I at least be updated. We don't have to go to the nitty gritty of what you guys are doing, but just maybe send an email saying, oh, still being investigated. No solution hasn't been found yet, like, on a daily basis so that I know that you guys are on top of this. That will really help me at least not to be so frustrated and and not to, like, call again and ask where are you guys, what's happening. You know? Nope. Mhmm. Mhmm. Okay. Yeah. Okay. Mhmm. Okay. Alright. Alright. Okay. Bye. 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This is Telfin. My Internet is not still working. I can't just stay patient because I've just seen your email. Like, the you guys are just telling me to be patient.\n\nI don't have Internet, you know, and I've paid for it. If the router is the problem, then I can send it back so that you guys give me another router. Then how how long will this take? My god. It's not about the money.\n\nIt's about the inconvenience because you guys assured me that I'm gonna have Internet. And now I'm just I have to, like, sit at certain position in in my house so that I can communicate because it's I it's just inconvenient thing me. What if I have school, I have uni? How would I have survived? You know?\n\nSo it's not fair. Like, it's not cool, and I'm here with you guys. I can't even recommend my friends to go with Airtel. It's not about the money. It's about the inconvenience, and you guys don't have the timeline.\n\nIt's not promptly worked on. You guys are just telling me to wait, and you'll consider the time I didn't have Internet. What about the time I don't have Internet, and I need to use the Internet? It's not fair. It's just frustrating.\n\nYou know? And when you guys did the boosting or rebooting, you guys didn't even communicate. There was no email, no message. So if if there was a communication, maybe I would have done it straight away, and this wouldn't have happened. I just realized my Internet wasn't working, and I called you guys.\n\nAnd you guys are like, oh, there was a boosting or rebooting. I can't remember what you said. And then you guys told me, oh, you need to do this and that, and everything was there. You know? I didn't even have to put password.\n\nI just checked the setting. Everything was correct. So maybe the router is faulty or there is something with the network, but at least you guys should be on top of this, like, promptly and communicate. If you guys check, see that my account wasn't connected, you guys will at least apologize and communicated straight away instead of me finding out for myself and calling, and now I have to wait. I don't know when it's gonna be fixed.\n\nMhmm. Okay. Please just keep me posted. Keep me updated, like, at least on a daily basis so that I know if if maybe tomorrow nothing will have been done or you guys are still investigating. Just maybe send me maybe an email just say a solution hasn't been found yet so that I at least be updated.\n\nWe don't have to go to the nitty gritty of what you guys are doing, but just maybe send an email saying, oh, still being investigated. No solution hasn't been found yet, like, on a daily basis so that I know that you guys are on top of this. That will really help me at least not to be so frustrated and and not to, like, call again and ask where are you guys, what's happening. You know? Nope.\n\nMhmm. Mhmm. Okay. Yeah. Okay.\n\nMhmm. Okay. Alright. Alright. Okay.\n\nBye. No worries. Okay.","paragraphs":[{"sentences":[{"text":"Hello.","start":6.8799996,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.04021972045302391},{"text":"This is Telfin.","start":7.2799997,"end":8.26,"sentiment":"neutral","sentiment_score":0.05025352413455645},{"text":"My Internet is not still working.","start":12.0,"end":14.34,"sentiment":"negative","sentiment_score":-0.3407260626554489},{"text":"I can't just stay patient because I've just seen your email.","start":14.48,"end":18.575,"sentiment":"negative","sentiment_score":-0.43042664365334943},{"text":"Like, the you guys are just telling me to be patient.","start":19.035,"end":22.415,"sentiment":"negative","sentiment_score":-0.4288172342560508}],"sentiment":"negative","sentiment_score":-0.35328308562748134,"num_words":32,"start":6.8799996,"end":22.415},{"sentences":[{"text":"I don't have Internet, you know, and I've paid for it.","start":22.475,"end":26.395,"sentiment":"negative","sentiment_score":-0.3753691424023021},{"text":"If 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worries.","start":579.207,"end":579.94696,"sentiment":"neutral","sentiment_score":0.10659326240420341},{"text":"Okay.","start":580.48694,"end":580.98694,"sentiment":"neutral","sentiment_score":-0.1030464619398117}],"sentiment":"neutral","sentiment_score":0.06773536838591099,"num_words":4,"start":576.24695,"end":580.98694}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Hello. This is Telfin.\n\nChannel 0: Mhmm. Yes. Hello, Selfie.\n\nChannel 1: My Internet is not still working. I can't just stay patient because I've just seen your email. Like, the you guys are just telling me to be patient. I don't have Internet, you know, and I've paid for it. If the router is the problem, then I can send it back so that you guys give me another router.\n\nChannel 0: Yeah. Regarding the issue you're experiencing, we're really sorry for the inconvenience. But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault. If we confirm that the route the router is faulty, we'll send you then a new one as soon as\n\nChannel 1: Then\n\nChannel 0: possible.\n\nChannel 1: how how long\n\nChannel 0: But\n\nChannel 1: will\n\nChannel 0: there's\n\nChannel 1: this\n\nChannel 0: still\n\nChannel 1: take?\n\nChannel 0: yeah. Actually, for the estimated time of restoration, I cannot provide you as of the moment because\n\nChannel 1: My\n\nChannel 0: we're\n\nChannel 1: god.\n\nChannel 0: still investigating on it. Yeah. But we'll give you a callback then within this day if I hear an update from them. And for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address\n\nChannel 1: It's\n\nChannel 0: Or\n\nChannel 1: not\n\nChannel 0: where\n\nChannel 1: about\n\nChannel 0: credit\n\nChannel 1: the money.\n\nChannel 0: is\n\nChannel 1: It's\n\nChannel 0: on your\n\nChannel 1: about\n\nChannel 0: account.\n\nChannel 1: the\n\nChannel 0: Yeah.\n\nChannel 1: inconvenience because you guys assured me that I'm gonna have Internet. And now I'm just I have to, like, sit at certain position in in my house so that I can communicate because it's I it's just inconvenient thing me. What if I have school, I have uni? How would I have survived? You know?\n\nSo\n\nChannel 0: Yeah.\n\nChannel 1: it's\n\nChannel 0: I\n\nChannel 1: not\n\nChannel 0: understand.\n\nChannel 1: fair. Like, it's not cool, and I'm here with you guys. I can't even recommend my friends to go with Airtel. It's not about\n\nChannel 0: Yeah.\n\nChannel 1: the money. It's about the inconvenience, and you guys don't have the timeline. It's not promptly worked on. You guys are just telling me to wait, and you'll consider the time I didn't have Internet. What about the time I don't have Internet, and I need to use the Internet?\n\nIt's not fair. It's just frustrating. You know?\n\nChannel 0: Mhmm. Yeah. I understand the frustration, but I assure you that we're staying on top of this, and we're monitoring\n\nChannel 1: And when you guys\n\nChannel 0: your\n\nChannel 1: did\n\nChannel 0: account.\n\nChannel 1: the boosting or rebooting, you guys didn't even communicate. There was no email, no message. So if if there was a communication, maybe I would have done it straight away, and this wouldn't have happened. I just realized my Internet wasn't working, and I called you guys. And you guys are like, oh, there was a boosting or rebooting.\n\nI can't remember what you said.\n\nChannel 0: Yeah.\n\nChannel 1: And then you guys told me, oh, you need to do this and that, and everything was there. You know? I didn't even have to put password. I just checked the setting. Everything was correct.\n\nSo maybe the router is faulty or there is something with the network, but at least you guys should be on top of this, like, promptly and communicate. If you guys check, see that my account wasn't connected, you guys will at least apologize and communicated straight away instead of me finding out for myself and calling, and now I have to wait. I don't know when it's gonna be fixed.\n\nChannel 0: Mhmm. Yeah. Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot. Then once the reboot did not work, we're going to proceed with the second troubleshoot, which is checking the PPPoE credentials of your router, which is the one the email instruction that we send you where we confirm if the email and password is correct. Then if we confirm that the username and password is correct but still no Internet connection, we'll then proceed with the network team escalating the issue with the network team for them to check if there's an problem with the optical lines on the network side.\n\nThen if we confirm that there's no issue with the network team, then the problem might be with the router or with the configuration of the router.\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. That's why, as of the moment, I cannot give you an update regarding that one because, we're still waiting for the network team's, response also. If there is a network fault, if there is a network traffic, if there is if they can detect the router, because if they cannot detect the router, so that means that there's a network fault or the router is faulty before we proceed with the next troubleshooting and the resolution.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. So\n\nChannel 1: Please\n\nChannel 0: as\n\nChannel 1: just\n\nChannel 0: of the\n\nChannel 1: keep\n\nChannel 0: moment\n\nChannel 1: me posted.\n\nChannel 0: yeah. Sorry?\n\nChannel 1: Keep me updated, like, at least on a daily basis so that I know if if maybe tomorrow nothing will have been done or you guys are still investigating. Just\n\nChannel 0: Yeah.\n\nChannel 1: maybe send me maybe an email just say a solution hasn't been found yet so that I at least be updated. We don't\n\nChannel 0: Yeah.\n\nChannel 1: have to go to the nitty gritty of what you guys are doing, but just maybe send an email saying, oh, still being investigated. No solution hasn't been found yet, like, on a daily basis so that I know that you guys are on top of this. That will really help me at least not to be\n\nChannel 0: Yeah.\n\nChannel 1: so frustrated and and not to, like, call again and ask where are you guys, what's happening. You know?\n\nChannel 0: Mhmm. Yeah. Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials. That's the second step for the troubleshooting since we spoke via phone. I remember before I email you that the rebooting did not work.\n\nThat's why we proceed with the second step. And after I confirm on Friday, reply Friday that you completed the step but you still do not have the Internet, that's the time that I requested, like, a confirmation or a picture of the router. Is that right?\n\nChannel 1: Nope.\n\nChannel 0: Yeah. And yeah. That's why I requested the picture for me to send the the network team since after checking that username and password match. You send it Friday, I remember.\n\nChannel 1: Mhmm.\n\nChannel 0: The picture. Yeah. That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot. And right now, I'm still waiting for the response.\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. That that's because I think\n\nChannel 1: Okay.\n\nChannel 0: Saturday and Sunday, they have no office hours.\n\nChannel 1: Yeah.\n\nChannel 0: So\n\nChannel 1: Okay.\n\nChannel 0: probably they they'll check the issue today starting today\n\nChannel 1: Mhmm.\n\nChannel 0: since the office is closed Saturday and Sunday.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. If I hear an update within this day, I'll give you a callback or send you an email response to the email to our\n\nChannel 1: Alright.\n\nChannel 0: email thread if ever. I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this. Yeah.\n\nChannel 1: Alright.\n\nChannel 0: Yeah. So if you have questions in the meantime, just give us a callback then.\n\nChannel 1: Okay. Bye.\n\nChannel 0: Yeah. Thank you. Bye\n\nChannel 1: No\n\nChannel 0: for\n\nChannel 1: worries.\n\nChannel 0: now.\n\nChannel 1: Okay.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.11020344495773315},{"text":"Good morning.","start":2.3999999,"end":3.04,"sentiment":"neutral","sentiment_score":0.33083605766296387},{"text":"This is Maureen from Airtel tech support.","start":3.04,"end":5.38,"sentiment":"neutral","sentiment_score":0.28728548756667543},{"text":"How can I assist you today?","start":5.7599998,"end":7.14,"sentiment":"neutral","sentiment_score":0.3005414331952731}],"sentiment":"neutral","sentiment_score":0.2866326607763767,"channel":0,"num_words":16,"start":1.5999999,"end":7.14},{"sentences":[{"text":"Hello.","start":6.8799996,"end":7.2799997,"sentiment":"neutral","sentiment_score":0.04021972045302391},{"text":"This is 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hours.","start":516.325,"end":520.58496,"sentiment":"neutral","sentiment_score":-0.17103173024952412}],"sentiment":"neutral","sentiment_score":-0.17103173024952412,"channel":0,"num_words":8,"start":516.325,"end":520.58496},{"sentences":[{"text":"Yeah.","start":522.26,"end":522.76,"sentiment":"neutral","sentiment_score":-0.050599295645952225}],"sentiment":"neutral","sentiment_score":-0.050599295645952225,"channel":1,"num_words":1,"start":522.26,"end":522.76},{"sentences":[{"text":"So","start":523.11,"end":523.51,"sentiment":"neutral","sentiment_score":-0.0518125481903553}],"sentiment":"neutral","sentiment_score":-0.0518125481903553,"channel":0,"num_words":1,"start":523.11,"end":523.51},{"sentences":[{"text":"Okay.","start":523.22,"end":523.72,"sentiment":"neutral","sentiment_score":-0.04051905870437622}],"sentiment":"neutral","sentiment_score":-0.04051905870437622,"channel":1,"num_words":1,"start":523.22,"end":523.72},{"sentences":[{"text":"probably they they'll check the issue today starting today","start":523.51,"end":530.81,"sentiment":"neutral","sentiment_score":-0.0735131088230345}],"sentiment":"neutral","sentiment_score":-0.0735131088230345,"channel":0,"num_words":9,"start":523.51,"end":530.81},{"sentences":[{"text":"Mhmm.","start":532.01996,"end":532.51996,"sentiment":"neutral","sentiment_score":-0.07694344222545624}],"sentiment":"neutral","sentiment_score":-0.07694344222545624,"channel":1,"num_words":1,"start":532.01996,"end":532.51996},{"sentences":[{"text":"since the office is closed Saturday and Sunday.","start":533.75,"end":536.79504,"sentiment":"neutral","sentiment_score":-0.1688364064320922}],"sentiment":"neutral","sentiment_score":-0.1688364064320922,"channel":0,"num_words":8,"start":533.75,"end":536.79504},{"sentences":[{"text":"Okay.","start":542.115,"end":542.615,"sentiment":"neutral","sentiment_score":-0.011375628411769869}],"sentiment":"neutral","sentiment_score":-0.011375628411769869,"channel":1,"num_words":1,"start":542.115,"end":542.615},{"sentences":[{"text":"Yeah.","start":543.655,"end":544.155,"sentiment":"neutral","sentiment_score":0.012632010504603386},{"text":"If I hear an update within this day, I'll give you a callback or send you an email response to the email to our","start":544.29504,"end":554.14,"sentiment":"neutral","sentiment_score":0.0174572616815567}],"sentiment":"neutral","sentiment_score":0.017264251634478568,"channel":0,"num_words":25,"start":543.655,"end":554.14},{"sentences":[{"text":"Alright.","start":553.99,"end":554.49,"sentiment":"neutral","sentiment_score":0.01619551330804825}],"sentiment":"neutral","sentiment_score":0.01619551330804825,"channel":1,"num_words":1,"start":553.99,"end":554.49},{"sentences":[{"text":"email thread if ever.","start":554.14,"end":556.39996,"sentiment":"neutral","sentiment_score":-0.011072988156229258},{"text":"I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this.","start":556.7,"end":563.055,"sentiment":"neutral","sentiment_score":0.09214447935422261},{"text":"Yeah.","start":567.135,"end":567.635,"sentiment":"neutral","sentiment_score":0.13116031885147095}],"sentiment":"neutral","sentiment_score":0.07588995628706786,"channel":0,"num_words":23,"start":554.14,"end":567.635},{"sentences":[{"text":"Alright.","start":568.455,"end":568.955,"sentiment":"neutral","sentiment_score":0.13526612520217896}],"sentiment":"neutral","sentiment_score":0.13526612520217896,"channel":1,"num_words":1,"start":568.455,"end":568.955},{"sentences":[{"text":"Yeah.","start":570.65497,"end":570.975,"sentiment":"neutral","sentiment_score":0.03164704889059067},{"text":"So if you have questions in the meantime, just give us a callback 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you.","start":577.8869,"end":578.6269,"sentiment":"positive","sentiment_score":0.6964231133460999},{"text":"Bye","start":579.0069,"end":579.3269,"sentiment":"neutral","sentiment_score":0.25257056951522827}],"sentiment":"positive","sentiment_score":0.485382542014122,"channel":0,"num_words":4,"start":577.21497,"end":579.3269},{"sentences":[{"text":"No","start":579.207,"end":579.44696,"sentiment":"neutral","sentiment_score":0.15579785406589508}],"sentiment":"neutral","sentiment_score":0.15579785406589508,"channel":1,"num_words":1,"start":579.207,"end":579.44696},{"sentences":[{"text":"for","start":579.3269,"end":579.48694,"sentiment":"neutral","sentiment_score":0.07860495150089264}],"sentiment":"neutral","sentiment_score":0.07860495150089264,"channel":0,"num_words":1,"start":579.3269,"end":579.48694},{"sentences":[{"text":"worries.","start":579.44696,"end":579.94696,"sentiment":"neutral","sentiment_score":0.05738867074251175}],"sentiment":"neutral","sentiment_score":0.05738867074251175,"channel":1,"num_words":1,"start":579.44696,"end":579.94696},{"sentences":[{"text":"now.","start":579.48694,"end":579.98694,"sentiment":"neutral","sentiment_score":0.07662539184093475}],"sentiment":"neutral","sentiment_score":0.07662539184093475,"channel":0,"num_words":1,"start":579.48694,"end":579.98694},{"sentences":[{"text":"Okay.","start":580.48694,"end":580.98694,"sentiment":"neutral","sentiment_score":-0.1030464619398117}],"sentiment":"neutral","sentiment_score":-0.1030464619398117,"channel":1,"num_words":1,"start":580.48694,"end":580.98694}]},"summary":{"result":"success","short":"A representative from Airtel tech support calls a customer who is experiencing issues with their internet connection. The representative apologizes for the inconvenience and explains that they are still investigating the issue and updating the customer on their progress. The customer is asked to check their PPPME credentials and if they are not finding a solution, to send a picture of the router and screenshot of the issue. The representative apologizes again for the inconvenience and promises to call the customer back if there is an update."},"intents":{"segments":[{"text":"This is Maureen from Airtel tech support. How can I assist you today? Hello.","start_word":3,"end_word":16,"intents":[{"intent":"Assist customer","confidence_score":0.19780748}]},{"text":"If the router is the problem, then I can send it back so that you guys give me another router. Yeah.","start_word":63,"end_word":83,"intents":[{"intent":"Send router back","confidence_score":0.56244594}]},{"text":"Regarding the issue you're experiencing, we're really sorry for the inconvenience. But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault. If we confirm that the route the router is faulty, we'll send you then a new one as soon as Then possible.","start_word":84,"end_word":143,"intents":[{"intent":"Investigate router issue","confidence_score":0.8467064}]},{"text":"And for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address It's Or not where about credit the money. is It's on your about account.","start_word":195,"end_word":242,"intents":[{"intent":"Offer discount for internet connection","confidence_score":0.06783859}]},{"text":"inconvenience because you guys assured me that I'm gonna have Internet. And now I'm just I have to, like, sit at certain position in in my house so that I can communicate because it's I it's just inconvenient thing me.","start_word":245,"end_word":284,"intents":[{"intent":"Communicate inconvenient situation","confidence_score":0.065814026}]},{"text":"I can't even recommend my friends to go with Airtel.","start_word":317,"end_word":326,"intents":[{"intent":"Recommend airtel","confidence_score":0.3763956},{"intent":"Recommend airtel","confidence_score":0.025548568}]},{"text":"What about the time I don't have Internet, and I need to use the Internet? It's not fair.","start_word":366,"end_word":383,"intents":[{"intent":"Address internet issues","confidence_score":0.0046978197}]},{"text":"It's just frustrating. You know? Mhmm.","start_word":384,"end_word":389,"intents":[{"intent":"Express frustration","confidence_score":0.035016235}]},{"text":"So maybe the router is faulty or there is something with the network, but at least you guys should be on top of this, like, promptly and communicate. If you guys check, see that my account wasn't connected, you guys will at least apologize and communicated straight away instead of me finding out for myself and calling, and now I have to wait. I don't know when it's gonna be fixed. Mhmm. Yeah.","start_word":517,"end_word":589,"intents":[{"intent":"Discuss router connectivity","confidence_score":0.0014948869}]},{"text":"Yeah.","start_word":589,"end_word":589,"intents":[{"intent":"Say goodbye","confidence_score":0.00090923277}]},{"text":"Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot.","start_word":591,"end_word":608,"intents":[{"intent":"Request technical assistance","confidence_score":0.0003134991}]},{"text":"No solution hasn't been found yet, like, on a daily basis so that I know that you guys are on top of this. That will really help me at least not to be Yeah.","start_word":898,"end_word":931,"intents":[{"intent":"Ensure support","confidence_score":0.000027282978}]},{"text":"That will really help me at least not to be Yeah.","start_word":920,"end_word":930,"intents":[{"intent":"Ask for assistance","confidence_score":0.000009248736}]},{"text":"Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials.","start_word":952,"end_word":972,"intents":[{"intent":"Check pppeo credentials","confidence_score":0.1433888},{"intent":"Check pppo credentials","confidence_score":0.000573312}]},{"text":"Nope.","start_word":1044,"end_word":1044,"intents":[{"intent":"Request picture","confidence_score":0.13004553},{"intent":"Send router picture","confidence_score":0.019063074},{"intent":"Check router and screenshot","confidence_score":0.002490549}]},{"text":"That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot. And right now, I'm still waiting for the response. Mhmm. Yeah.","start_word":1080,"end_word":1115,"intents":[{"intent":"Report issue","confidence_score":0.0066871853}]},{"text":"probably they they'll check the issue today starting today Mhmm.","start_word":1133,"end_word":1142,"intents":[{"intent":"Check issue","confidence_score":0.015486582}]},{"text":"If I hear an update within this day, I'll give you a callback or send you an email response to the email to our Alright.","start_word":1153,"end_word":1177,"intents":[{"intent":"Receive response","confidence_score":0.010278589}]},{"text":"I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this. Yeah.","start_word":1182,"end_word":1200,"intents":[{"intent":"Assure and confirm status","confidence_score":0.0000011508312}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Airtel tech support. How can I assist you today? Hello. This is Telfin. Mhmm. Yes. Hello, Selfie.","start_word":0,"end_word":23,"sentiment":"neutral","sentiment_score":0.16601480543613434},{"text":"My Internet is not still working. I can't just stay patient because I've just seen your email. Like, the you guys are just telling me to be patient. I don't have Internet, you know, and I've paid for it.","start_word":24,"end_word":62,"sentiment":"negative","sentiment_score":-0.4038972854614258},{"text":"If the router is the problem, then I can send it back so that you guys give me another router. Yeah. Regarding the issue you're experiencing, we're really sorry for the inconvenience. But as of the moment, we're still investigating the issue on whether there's an issue with the network team or it's a route the router is fault. If we confirm that the route the router is faulty, we'll send you then a new one as soon as Then possible. how how long But will there's this still take? yeah. Actually, for the estimated time of restoration, I cannot provide you as of the moment because My we're still god. investigating on it. Yeah. But we'll give you a callback then within this day if I hear an update from them. And for the days that you do not have an Internet connection, we're going to give you an discount for this for the days that you do not have the connection on the address It's Or not where about credit the money. is It's on your about account. the Yeah.","start_word":63,"end_word":244,"sentiment":"neutral","sentiment_score":-0.16485100984573364},{"text":"inconvenience because you guys assured me that I'm gonna have Internet. And now I'm just I have to, like, sit at certain position in in my house so that I can communicate because it's I it's just inconvenient thing me.","start_word":245,"end_word":284,"sentiment":"negative","sentiment_score":-0.375402569770813},{"text":"What if I have school, I have uni?","start_word":285,"end_word":292,"sentiment":"neutral","sentiment_score":-0.27163809537887573},{"text":"How would I have survived?","start_word":293,"end_word":297,"sentiment":"negative","sentiment_score":-0.3622472286224365},{"text":"You know? So Yeah.","start_word":298,"end_word":301,"sentiment":"neutral","sentiment_score":-0.21522563695907593},{"text":"it's I not understand.","start_word":302,"end_word":305,"sentiment":"negative","sentiment_score":-0.46016743779182434},{"text":"fair.","start_word":306,"end_word":306,"sentiment":"neutral","sentiment_score":-0.2725784182548523},{"text":"Like, it's not cool, and I'm here with you guys. I can't even recommend my friends to go with Airtel.","start_word":307,"end_word":326,"sentiment":"negative","sentiment_score":-0.6118308305740356},{"text":"It's not about Yeah.","start_word":327,"end_word":330,"sentiment":"neutral","sentiment_score":-0.256874680519104},{"text":"the money. It's about the inconvenience, and you guys don't have the timeline. It's not promptly worked on. You guys are just telling me to wait, and you'll consider the time I didn't have Internet. What about the time I don't have Internet, and I need to use the Internet? It's not fair. It's just frustrating. You know?","start_word":331,"end_word":388,"sentiment":"negative","sentiment_score":-0.5709280371665955},{"text":"Mhmm. Yeah. I understand the frustration, but I assure you that we're staying on top of this, and we're monitoring And when you guys your did account.","start_word":389,"end_word":415,"sentiment":"neutral","sentiment_score":-0.09651485085487366},{"text":"the boosting or rebooting, you guys didn't even communicate. There was no email, no message. So if if there was a communication, maybe I would have done it straight away, and this wouldn't have happened. I just realized my Internet wasn't working, and I called you guys. And you guys are like, oh, there was a boosting or rebooting. I can't remember what you said.","start_word":416,"end_word":480,"sentiment":"negative","sentiment_score":-0.40139174461364746},{"text":"Yeah. And then you guys told me, oh, you need to do this and that, and everything was there. You know? I didn't even have to put password. I just checked the setting. Everything was correct. So maybe the router is faulty or there is something with the network, but at least you guys should be on top of this, like, promptly and communicate.","start_word":481,"end_word":544,"sentiment":"neutral","sentiment_score":-0.17755812406539917},{"text":"If you guys check, see that my account wasn't connected, you guys will at least apologize and communicated straight away instead of me finding out for myself and calling, and now I have to wait. I don't know when it's gonna be fixed.","start_word":545,"end_word":587,"sentiment":"negative","sentiment_score":-0.4448296129703522},{"text":"Mhmm. Yeah. Because for this kind of issue, the first thing, the troubleshooting step that we're doing is the reboot. Then once the reboot did not work, we're going to proceed with the second troubleshoot, which is checking the PPPoE credentials of your router, which is the one the email instruction that we send you where we confirm if the email and password is correct. Then if we confirm that the username and password is correct but still no Internet connection, we'll then proceed with the network team escalating the issue with the network team for them to check if there's an problem with the optical lines on the network side. Then if we confirm that there's no issue with the network team, then the problem might be with the router or with the configuration of the router. Mhmm. Yeah. That's why, as of the moment, I cannot give you an update regarding that one because, we're still waiting for the network team's, response also.","start_word":588,"end_word":752,"sentiment":"neutral","sentiment_score":-0.10065461099147796},{"text":"If there is a network fault, if there is a network traffic, if there is if they can detect the router, because if they cannot detect the router, so that means that there's a network fault or the router is faulty before we proceed with the next troubleshooting and the resolution.","start_word":753,"end_word":803,"sentiment":"negative","sentiment_score":-0.37762436270713806},{"text":"Okay. Yeah. So Please as just of the keep moment me posted. yeah. Sorry? Keep me updated, like, at least on a daily basis so that I know if if maybe tomorrow nothing will have been done or you guys are still investigating. Just Yeah. maybe send me maybe an email just say a solution hasn't been found yet so that I at least be updated. We don't Yeah. have to go to the nitty gritty of what you guys are doing, but just maybe send an email saying, oh, still being investigated. No solution hasn't been found yet, like, on a daily basis so that I know that you guys are on top of this. That will really help me at least not to be Yeah.","start_word":804,"end_word":930,"sentiment":"neutral","sentiment_score":-0.1647072019070152},{"text":"so frustrated and and not to, like, call again and ask where are you guys, what's happening.","start_word":931,"end_word":947,"sentiment":"negative","sentiment_score":-0.4654271900653839},{"text":"You know? Mhmm. Yeah. Actually, the first email that I send you, you remember it's Thursday where I'm asking you to check the PPPOE credentials. That's the second step for the troubleshooting since we spoke via phone. I remember before I email you that the rebooting did not work. That's why we proceed with the second step. And after I confirm on Friday, reply Friday that you completed the step but you still do not have the Internet, that's the time that I requested, like, a confirmation or a picture of the router. Is that right? Nope. Yeah. And yeah. That's why I requested the picture for me to send the the network team since after checking that username and password match. You send it Friday, I remember. Mhmm. The picture. Yeah. That's the time that I reported to the network team, including the attachment that you sent me, the picture of the router and the screenshot. And right now, I'm still waiting for the response. Mhmm. Yeah. That that's because I think Okay. Saturday and Sunday, they have no office hours. Yeah. So Okay. probably they they'll check the issue today starting today Mhmm. since the office is closed Saturday and Sunday. Okay. Yeah. If I hear an update within this day, I'll give you a callback or send you an email response to the email to our Alright. email thread if ever. I'm really sorry for the inconvenience, and I assure you that we're staying top on top of this. Yeah. Alright. Yeah. So if you have questions in the meantime, just give us a callback then. Okay. Bye. Yeah.","start_word":948,"end_word":1219,"sentiment":"neutral","sentiment_score":-0.03492500330321491},{"text":"Thank you.","start_word":1220,"end_word":1221,"sentiment":"positive","sentiment_score":0.6813368797302246},{"text":"Bye No for worries. now. Okay.","start_word":1222,"end_word":1227,"sentiment":"neutral","sentiment_score":0.1296301782131195}],"average":{"sentiment":"neutral","sentiment_score":-0.19619897157746896}}}}