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I believe you're one of Supa Network customer because currently we're having an issue, but let me take a look your account first. Okay? That way I could properly, endorse it to our technical team. What is your phone number? Mhmm. Sure. Because earlier oh, sure. Sure. Sure. I'll be on the line. Yeah. Earlier, our tech team cascade some issues and outage to some of our Supa Network customer, which I can see your account or your subscription is under Supa Network. Yeah. Let me just check the latest update for you here. Okay? One moment, please. One moment. And, I'm sorry. What is your full name? Just to make sure I'm looking on the right account. Okay. Oh, okay. Yeah. That's correct. Right. I'm showing on here they said there is some fiber break. And then our technician already escalated this to our upstream provider, and they are currently working on it. They said they will provide an update and try to resolve the issue within the next two hours. That's earlier around three. Mm-mm. Oh, sure. Because the the the up last update, it's, like, around 3PM earlier. It's back online? Oh, okay. Yeah. Oh, yeah. I refreshed it. It's showing online as well on our end. So it it might just restored before you called in a minute ago. But, yeah, earlier there's an issue. Perfect. So Uh-huh. You're welcome, Roy. Have a good one. Thank you. 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Thank you so much for calling YourTel. This is Raquel. How may I help you today? Mhmm.\n\nOh, I'm so sorry to hear about that. I believe you're one of Supa Network customer because currently we're having an issue, but let me take a look your account first. Okay? That way I could properly, endorse it to our technical team. What is your phone number?\n\nMhmm. Sure. Because earlier oh, sure. Sure. Sure.\n\nI'll be on the line. Yeah. Earlier, our tech team cascade some issues and outage to some of our Supa Network customer, which I can see your account or your subscription is under Supa Network. Yeah. Let me just check the latest update for you here.\n\nOkay? One moment, please. One moment. And, I'm sorry. What is your full name?\n\nJust to make sure I'm looking on the right account. Okay. Oh, okay. Yeah. That's correct.\n\nRight. I'm showing on here they said there is some fiber break. And then our technician already escalated this to our upstream provider, and they are currently working on it. They said they will provide an update and try to resolve the issue within the next two hours. That's earlier around three.\n\nMm-mm. Oh, sure. Because the the the up last update, it's, like, around 3PM earlier. It's back online? Oh, okay.\n\nYeah. Oh, yeah. I refreshed it. It's showing online as well on our end. So it it might just restored before you called in a minute ago.\n\nBut, yeah, earlier there's an issue. Perfect. So Uh-huh. You're welcome, Roy. Have a good one.\n\nThank you. Cheers.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.24,"end":0.39999998,"sentiment":"positive","sentiment_score":0.468084454536438},{"text":"Thank you so much for calling YourTel.","start":0.39999998,"end":2.1599998,"sentiment":"positive","sentiment_score":0.689940367426191},{"text":"This is Raquel.","start":2.1599998,"end":2.96,"sentiment":"positive","sentiment_score":0.6939087708791097},{"text":"How may I help you today?","start":2.96,"end":4.18,"sentiment":"positive","sentiment_score":0.6525938411553701},{"text":"Mhmm.","start":19.744999,"end":20.225,"sentiment":"neutral","sentiment_score":-0.03321162611246109}],"sentiment":"positive","sentiment_score":0.6256524866653813,"num_words":18,"start":0.24,"end":20.225},{"sentences":[{"text":"Oh, I'm so sorry to hear about that.","start":20.225,"end":22.485,"sentiment":"neutral","sentiment_score":-0.24762937799096107},{"text":"I believe you're one of Supa Network customer because currently we're having an issue, but let me take a 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Hi. I just returned home, but there's no Internet. And the the router, the the the like, the what do you call it? The LED light is red, but before it was green. Okay. Oh, hang on. It just it just turned green again. Hang on. Just a second. Can you hold on? What was there a problem today? Was there or Yeah. Yeah. So was there a problem or there was a problem today? Ray Yee. The address should be, yeah, 2203 Number 1 Mahogany Drive in Macquarie Park. Okay. I think it's work. I think that the the it's turned green now. I'll just log on to see if it's working or not. Hang on. Alright. Just have a look quickly. Yeah. It seems like it's working now. So yeah. Back online. Yep. Okay. Cool. So yeah. It literally just came back online now. So yep. Yep. Yep. Cool. Okay. Cool. Alright. Well, thank you for that anyway. Thank you. See you. Okay. 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Thank you so much for calling YourTel. This is Raquel. How may I help you today?\n\nChannel 1: Yeah. Hi. I just returned home, but there's no Internet. And the the router, the the the like, the what do you call it? The LED light is red, but before it was green.\n\nChannel 0: Mhmm. Oh, I'm so sorry to hear about that. I believe you're one of Supa Network customer because currently we're having an issue, but let me take a look your account first. Okay? That way I could\n\nChannel 1: Okay.\n\nChannel 0: properly, endorse it to our technical team. What is your phone number?\n\nChannel 1: Oh, hang on. It just it just turned green again. Hang on. Just a second.\n\nChannel 0: Mhmm. Sure. Because\n\nChannel 1: Can you hold\n\nChannel 0: earlier\n\nChannel 1: on?\n\nChannel 0: oh, sure. Sure. Sure. I'll be on the line.\n\nChannel 1: What was there a problem today? Was there or\n\nChannel 0: Yeah. Earlier, our tech team cascade some issues and outage to some of our Supa Network customer, which I can see your account or your subscription is under Supa Network.\n\nChannel 1: Yeah. Yeah. So was there a problem or there was a problem today?\n\nChannel 0: Yeah. Let me just check the latest update for you here. Okay? One moment, please. One moment.\n\nAnd, I'm sorry. What is your full name? Just to make sure I'm looking on the right account.\n\nChannel 1: Ray Yee. The\n\nChannel 0: Okay.\n\nChannel 1: address should be, yeah, 2203 Number 1 Mahogany Drive in Macquarie Park.\n\nChannel 0: Oh, okay. Yeah. That's correct. Right. I'm showing on here they said there is some fiber break.\n\nAnd then our technician already escalated this to our upstream provider, and they are currently working on it. They said they will provide an update and try to resolve the issue within the next two hours.\n\nChannel 1: Okay. I\n\nChannel 0: That's\n\nChannel 1: think\n\nChannel 0: earlier\n\nChannel 1: it's work. I think\n\nChannel 0: around\n\nChannel 1: that\n\nChannel 0: three.\n\nChannel 1: the the it's turned green now. I'll just log on to see if it's working or not.\n\nChannel 0: Mm-mm.\n\nChannel 1: Hang on.\n\nChannel 0: Oh, sure. Because the the the up last update, it's, like, around 3PM earlier.\n\nChannel 1: Alright. Just have a look quickly. Yeah. It seems like it's working now. So\n\nChannel 0: It's back online?\n\nChannel 1: yeah. Back online. Yep.\n\nChannel 0: Oh,\n\nChannel 1: Okay.\n\nChannel 0: okay.\n\nChannel 1: Cool. So yeah. It literally just came back online now. So\n\nChannel 0: Yeah. Oh, yeah. I refreshed it. It's showing online as well on our end. So it it\n\nChannel 1: yep.\n\nChannel 0: might just restored before you called in a minute ago.\n\nChannel 1: Yep.\n\nChannel 0: But,\n\nChannel 1: Yep.\n\nChannel 0: yeah, earlier\n\nChannel 1: Cool.\n\nChannel 0: there's an issue. Perfect.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Cool. Alright. Well, thank you for that anyway.\n\nChannel 0: Uh-huh.\n\nChannel 1: Thank you.\n\nChannel 0: You're welcome, Roy. Have a good one.\n\nChannel 1: See you. Okay. Bye.\n\nChannel 0: Thank you. Cheers.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.24,"end":0.39999998,"sentiment":"positive","sentiment_score":0.468084454536438},{"text":"Thank you so much for calling YourTel.","start":0.39999998,"end":2.1599998,"sentiment":"positive","sentiment_score":0.689940367426191},{"text":"This is Raquel.","start":2.1599998,"end":2.96,"sentiment":"positive","sentiment_score":0.6939087708791097},{"text":"How may I help you today?","start":2.96,"end":4.18,"sentiment":"positive","sentiment_score":0.6525938411553701}],"sentiment":"positive","sentiment_score":0.664409199181725,"channel":0,"num_words":17,"start":0.24,"end":4.18},{"sentences":[{"text":"Yeah.","start":4.64,"end":4.96,"sentiment":"neutral","sentiment_score":0.03344869613647461},{"text":"Hi.","start":4.96,"end":5.46,"sentiment":"neutral","sentiment_score":-0.04272908344864845},{"text":"I just returned home, but there's no 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earlier","start":169.79,"end":170.51,"sentiment":"neutral","sentiment_score":0.01916396990418434}],"sentiment":"neutral","sentiment_score":0.01916396990418434,"channel":0,"num_words":2,"start":169.79,"end":170.51},{"sentences":[{"text":"Cool.","start":170.14,"end":170.64,"sentiment":"neutral","sentiment_score":0.06703940778970718}],"sentiment":"neutral","sentiment_score":0.06703940778970718,"channel":1,"num_words":1,"start":170.14,"end":170.64},{"sentences":[{"text":"there's an 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thank you for that anyway.","start":173.08293,"end":174.60294,"sentiment":"positive","sentiment_score":0.42092659572760266}],"sentiment":"positive","sentiment_score":0.38557109609246254,"channel":1,"num_words":8,"start":172.44293,"end":174.60294},{"sentences":[{"text":"Uh-huh.","start":174.38293,"end":174.88293,"sentiment":"neutral","sentiment_score":0.1597360521554947}],"sentiment":"neutral","sentiment_score":0.1597360521554947,"channel":0,"num_words":1,"start":174.38293,"end":174.88293},{"sentences":[{"text":"Thank you.","start":174.60294,"end":175.34294,"sentiment":"positive","sentiment_score":0.4263633042573929}],"sentiment":"positive","sentiment_score":0.4263633042573929,"channel":1,"num_words":2,"start":174.60294,"end":175.34294},{"sentences":[{"text":"You're welcome, Roy.","start":175.26294,"end":176.46294,"sentiment":"positive","sentiment_score":0.5734665989875793},{"text":"Have a good one.","start":176.46294,"end":177.52293,"sentiment":"positive","sentiment_score":0.6376001983880997}],"sentiment":"positive","sentiment_score":0.6101143700735909,"channel":0,"num_words":7,"start":175.26294,"end":177.52293},{"sentences":[{"text":"See you.","start":177.72293,"end":178.28293,"sentiment":"positive","sentiment_score":0.37468114495277405},{"text":"Okay.","start":178.28293,"end":178.60294,"sentiment":"neutral","sentiment_score":0.11137007176876068},{"text":"Bye.","start":178.60294,"end":179.10294,"sentiment":"neutral","sentiment_score":0.3217843472957611}],"sentiment":"neutral","sentiment_score":0.29562917724251747,"channel":1,"num_words":4,"start":177.72293,"end":179.10294},{"sentences":[{"text":"Thank you.","start":178.70294,"end":179.42293,"sentiment":"positive","sentiment_score":0.8166662156581879},{"text":"Cheers.","start":179.42293,"end":179.92293,"sentiment":"neutral","sentiment_score":-0.07931498438119888}],"sentiment":"positive","sentiment_score":0.518005815645059,"channel":0,"num_words":3,"start":178.70294,"end":179.92293}]},"summary":{"result":"success","short":"The customer called YourTel because their internet is not working. The representative, Raquel, checked the account and found out that there was an issue with the fiber break and technician is working on it. The representative promised to provide an update within two hours and the issue will be resolved."},"intents":{"segments":[{"text":"I just returned home, but there's no Internet. And the the router, the the the like, the what do you call it?","start_word":19,"end_word":40,"intents":[{"intent":"Fix router issue","confidence_score":0.2766858}]},{"text":"They said they will provide an update and try to resolve the issue within the next two hours.","start_word":271,"end_word":288,"intents":[{"intent":"Provide update","confidence_score":0.041054517}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling YourTel. This is Raquel. How may I help you today?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.6649131774902344},{"text":"Yeah. Hi. I just returned home, but there's no Internet. And the the router, the the the like, the what do you call it? The LED light is red, but before it was green. Mhmm. Oh, I'm so sorry to hear about that. I believe you're one of Supa Network customer because currently we're having an issue, but let me take a look your account first. Okay? That way I could Okay. properly, endorse it to our technical team. What is your phone number? Oh, hang on. It just it just turned green again. Hang on. Just a second. Mhmm. Sure. Because Can you hold earlier on? oh, sure. Sure. Sure. I'll be on the line. What was there a problem today? Was there or Yeah. Earlier, our tech team cascade some issues and outage to some of our Supa Network customer, which I can see your account or your subscription is under Supa Network. Yeah. Yeah. So was there a problem or there was a problem today? Yeah. Let me just check the latest update for you here. Okay? One moment, please. One moment. And, I'm sorry. What is your full name? Just to make sure I'm looking on the right account. Ray Yee. The Okay. address should be, yeah, 2203 Number 1 Mahogany Drive in Macquarie Park. Oh, okay. Yeah. That's correct. Right. I'm showing on here they said there is some fiber break. And then our technician already escalated this to our upstream provider, and they are currently working on it. They said they will provide an update and try to resolve the issue within the next two hours. Okay. I That's think earlier it's work. I think around that three. the the it's turned green now. I'll just log on to see if it's working or not. Mm-mm. Hang on. Oh, sure. Because the the the up last update, it's, like, around 3PM earlier. Alright. Just have a look quickly. Yeah. It seems like it's working now. So It's back online? yeah. Back online. Yep. Oh, Okay. okay. Cool. So yeah. It literally just came back online now. So Yeah. Oh, yeah. I refreshed it. It's showing online as well on our end. So it it yep. might just restored before you called in a minute ago. Yep. But, Yep. yeah, earlier Cool. there's an issue. Perfect. Okay. So Cool. Alright.","start_word":17,"end_word":411,"sentiment":"neutral","sentiment_score":-0.019581214630905584},{"text":"Well, thank you for that anyway.","start_word":412,"end_word":417,"sentiment":"positive","sentiment_score":0.4004120230674744},{"text":"Uh-huh.","start_word":418,"end_word":418,"sentiment":"neutral","sentiment_score":0.1597360521554947},{"text":"Thank you. You're welcome, Roy. Have a good one. See you.","start_word":419,"end_word":429,"sentiment":"positive","sentiment_score":0.5278744101524353},{"text":"Okay. Bye.","start_word":430,"end_word":431,"sentiment":"neutral","sentiment_score":0.2442568242549896},{"text":"Thank you. Cheers.","start_word":432,"end_word":434,"sentiment":"positive","sentiment_score":0.7805302143096924}],"average":{"sentiment":"neutral","sentiment_score":0.04055224719032964}}}}