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They reported that there's an issue with the Internet. Mhmm. Mhmm. Okay. I see. Is it okay if I put you on hold? Let me just check the account for a while. Okay. Hang on. Hello? Yes. Thank you for waiting. So upon checking on the network side, we cannot see a issue with the Internet service. What we did right now is we did reboot the net network on our side. And for it to take effect on your end, is it okay if you do a full power cycle with the router? This often clears out any lingering connectivity issues. Yep. Mhmm. So please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. So I'll note the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. If the issue persists if ever the issue persists, we'll be asking you for a Toronto speed test, and we'll going to report this to the network team for them to check. Yeah. Yeah. Just give us a callback then if ever. Okay. Thank may I know your name, please? Bianca. Okay. Thank you, Bianca. Bye for now. Yeah. You too. 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Hello. Good afternoon. This is Maureen from Airtel tech support. Am I speaking to the friend of Andreas and Lily regarding the Internet service?\n\nYeah. Because they're yeah. They reported that there's an issue with the Internet. Mhmm. Mhmm.\n\nOkay. I see. Is it okay if I put you on hold? Let me just check the account for a while. Okay.\n\nHang on. Hello? Yes. Thank you for waiting. So upon checking on the network side, we cannot see a issue with the Internet service.\n\nWhat we did right now is we did reboot the net network on our side. And for it to take effect on your end, is it okay if you do a full power cycle with the router? This often clears out any lingering connectivity issues. Yep. Mhmm.\n\nSo please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. So I'll note the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nIf the issue persists if ever the issue persists, we'll be asking you for a Toronto speed test, and we'll going to report this to the network team for them to check. Yeah. Yeah. Just give us a callback then if ever. Okay.\n\nThank may I know your name, please? Bianca. Okay. Thank you, Bianca. Bye for now.\n\nYeah. You too. 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Bianca speaking. Yes. Yes. Yeah. I'm not sure what's going on. So today, I found, like, it was working fine. And then as soon as I had to connect to, like, a video call for work, it basically just kept, like, dropping out. It showed that I had full bars, but it wasn't, like, holding the connection. I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call. So I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before. Yes. No worries. Hi. Yep. How do I do that? Yep. Alright. No worries. Thank you. Yeah. Yeah. All good. Thank you. Bianca. Okay. Thank you. Have a good night. 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Bianca speaking. Yes. Yes. Yeah.\n\nI'm not sure what's going on. So today, I found, like, it was working fine. And then as soon as I had to connect to, like, a video call for work, it basically just kept, like, dropping out. It showed that I had full bars, but it wasn't, like, holding the connection. I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call.\n\nSo I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before. Yes. No worries. Hi. Yep.\n\nHow do I do that? Yep. Alright. No worries. Thank you.\n\nYeah. Yeah. All good. Thank you. Bianca.\n\nOkay. Thank you. Have a good night. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.24,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.020368492230772972},{"text":"Bianca speaking.","start":0.39999998,"end":14.48,"sentiment":"neutral","sentiment_score":0.04568767547607422},{"text":"Yes.","start":14.48,"end":14.98,"sentiment":"neutral","sentiment_score":0.027973458170890808},{"text":"Yes.","start":21.235,"end":21.735,"sentiment":"neutral","sentiment_score":-0.06504804641008377},{"text":"Yeah.","start":21.795,"end":22.195,"sentiment":"neutral","sentiment_score":-0.1047358214855194}],"sentiment":"neutral","sentiment_score":-0.005011094423631825,"num_words":6,"start":0.24,"end":22.195},{"sentences":[{"text":"I'm not sure what's going on.","start":22.195,"end":24.035,"sentiment":"neutral","sentiment_score":-0.16833230604728064},{"text":"So today, I found, like, it was working fine.","start":24.035,"end":27.154999,"sentiment":"neutral","sentiment_score":-0.04381986583272616},{"text":"And then as soon as I had to connect to, like, a video call for work, it basically just kept, like, dropping out.","start":27.154999,"end":34.15,"sentiment":"negative","sentiment_score":-0.40128712096939917},{"text":"It showed that I had full bars, but it wasn't, like, holding the connection.","start":34.15,"end":38.39,"sentiment":"negative","sentiment_score":-0.4207752283130373},{"text":"I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call.","start":38.39,"end":46.235,"sentiment":"negative","sentiment_score":-0.4170172970209803}],"sentiment":"negative","sentiment_score":-0.3525164240505546,"num_words":80,"start":22.195,"end":46.235},{"sentences":[{"text":"So I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before.","start":46.235,"end":53.535,"sentiment":"neutral","sentiment_score":-0.3202401257696606},{"text":"Yes.","start":62.67,"end":63.15,"sentiment":"neutral","sentiment_score":0.044691018760204315},{"text":"No worries.","start":63.15,"end":63.89,"sentiment":"neutral","sentiment_score":0.06141149625182152},{"text":"Hi.","start":179.53,"end":180.03,"sentiment":"neutral","sentiment_score":0.07164670526981354},{"text":"Yep.","start":208.47,"end":208.97,"sentiment":"neutral","sentiment_score":0.1124366745352745}],"sentiment":"neutral","sentiment_score":-0.24513250961899757,"num_words":26,"start":46.235,"end":208.97},{"sentences":[{"text":"How do I do that?","start":209.51,"end":210.97,"sentiment":"neutral","sentiment_score":0.08339016735553742},{"text":"Yep.","start":218.205,"end":218.705,"sentiment":"neutral","sentiment_score":0.04707248136401177},{"text":"Alright.","start":246.55501,"end":246.955,"sentiment":"neutral","sentiment_score":0.06910523772239685},{"text":"No worries.","start":246.955,"end":247.515,"sentiment":"neutral","sentiment_score":0.14699053019285202},{"text":"Thank you.","start":247.515,"end":248.255,"sentiment":"positive","sentiment_score":0.333489328622818}],"sentiment":"neutral","sentiment_score":0.13582620668140324,"num_words":11,"start":209.51,"end":248.255},{"sentences":[{"text":"Yeah.","start":251.04,"end":251.54,"sentiment":"neutral","sentiment_score":0.005801372230052948},{"text":"Yeah.","start":252.23999,"end":252.56,"sentiment":"neutral","sentiment_score":0.06879076361656189},{"text":"All good.","start":252.56,"end":253.12,"sentiment":"neutral","sentiment_score":0.298501193523407},{"text":"Thank you.","start":253.12,"end":253.78,"sentiment":"positive","sentiment_score":0.3877260833978653},{"text":"Bianca.","start":255.36,"end":255.86,"sentiment":"neutral","sentiment_score":0.059628214687108994}],"sentiment":"neutral","sentiment_score":0.21523927205375262,"num_words":7,"start":251.04,"end":255.86},{"sentences":[{"text":"Okay.","start":257.6,"end":258.08,"sentiment":"neutral","sentiment_score":0.1663845181465149},{"text":"Thank you.","start":258.08,"end":258.82,"sentiment":"positive","sentiment_score":0.370498389005661},{"text":"Have a good night.","start":259.36,"end":260.34,"sentiment":"positive","sentiment_score":0.38079530000686646},{"text":"Bye.","start":260.47998,"end":260.97998,"sentiment":"neutral","sentiment_score":0.196944996714592}],"sentiment":"neutral","sentiment_score":0.32843843661248684,"num_words":8,"start":257.6,"end":260.97998}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. Bianca\n\nChannel 0: Yes. Hello. Good afternoon. This is Maureen from Airtel tech support. Am I speaking to the friend of Andreas and Lily regarding\n\nChannel 1: speaking.\n\nChannel 0: the\n\nChannel 1: Yes.\n\nChannel 0: Internet service? Yeah. Because they're yeah. They reported that there's an issue with the Internet.\n\nChannel 1: Yes. Yeah. I'm not sure what's\n\nChannel 0: Mhmm.\n\nChannel 1: going on. So today, I found, like, it was working fine. And then as soon as I had to connect to, like, a video call for work, it basically just kept, like, dropping out. It showed that I had full bars, but it wasn't, like, holding the connection. I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call.\n\nSo I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before.\n\nChannel 0: Mhmm. Okay. I see. Is it okay if I put you on hold? Let me just check the account for a while.\n\nChannel 1: Yes. No worries.\n\nChannel 0: Okay. Hang on.\n\nChannel 1: Hi.\n\nChannel 0: Hello? Yes. Thank you for waiting. So upon checking on the network side, we cannot see a issue with the Internet service. What we did right now is we did reboot the net network on our side.\n\nAnd for it to take effect on your end, is it okay if you do a full power cycle with the router? This often clears out any lingering connectivity issues.\n\nChannel 1: Yep. How\n\nChannel 0: Yep.\n\nChannel 1: do I do that?\n\nChannel 0: Mhmm. So please unplug the router. Keep it unplugged for twenty minutes. After\n\nChannel 1: Yep.\n\nChannel 0: that, plug it back in and check your Internet connection. So I'll note the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. If the issue persists if ever the issue persists, we'll be asking you for a Toronto speed test, and we'll going to report this to the network team for them to check.\n\nChannel 1: Alright. No worries. Thank you.\n\nChannel 0: Yeah. Yeah. Just give us a callback then if\n\nChannel 1: Yeah.\n\nChannel 0: ever.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: All\n\nChannel 0: Thank\n\nChannel 1: good. Thank you.\n\nChannel 0: may I know your name, please?\n\nChannel 1: Bianca.\n\nChannel 0: Bianca. Okay.\n\nChannel 1: Okay.\n\nChannel 0: Thank you,\n\nChannel 1: Thank\n\nChannel 0: Bianca.\n\nChannel 1: you.\n\nChannel 0: Bye\n\nChannel 1: Have\n\nChannel 0: for\n\nChannel 1: a\n\nChannel 0: now.\n\nChannel 1: good night. Bye.\n\nChannel 0: Yeah. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.24,"end":0.39999998,"sentiment":"neutral","sentiment_score":0.020368492230772972},{"text":"Bianca","start":0.39999998,"end":0.9,"sentiment":"neutral","sentiment_score":0.02693844586610794}],"sentiment":"neutral","sentiment_score":0.023653469048440456,"channel":1,"num_words":2,"start":0.24,"end":0.9},{"sentences":[{"text":"Yes.","start":2.72,"end":3.04,"sentiment":"neutral","sentiment_score":0.05408992618322373},{"text":"Hello.","start":3.04,"end":3.54,"sentiment":"neutral","sentiment_score":0.09986846148967744},{"text":"Good afternoon.","start":4.3199997,"end":5.12,"sentiment":"neutral","sentiment_score":0.30316734313964844},{"text":"This is Maureen from Airtel tech support.","start":5.12,"end":7.62,"sentiment":"neutral","sentiment_score":0.1435639528291566},{"text":"Am I speaking to the friend of Andreas and Lily 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The representative checked the account and found that there is no issue with the internet service. They rebooted the network and checked the internet connection, but found that the issue persistently occurs. The representative asked the customer to check their internet connection for a 20-minute wait and to call back if the issue persists."},"intents":{"segments":[{"text":"They reported that there's an issue with the Internet.","start_word":33,"end_word":41,"intents":[{"intent":"Report internet problem","confidence_score":0.011065399}]},{"text":"I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call. So I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before.","start_word":97,"end_word":145,"intents":[{"intent":"Disconnect connection","confidence_score":0.0349651}]},{"text":"Let me just check the account for a while. Yes. 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Yeah. I'm not sure what's Mhmm. going on. So today, I found, like, it was working fine.","start_word":0,"end_word":59,"sentiment":"neutral","sentiment_score":-0.016787812113761902},{"text":"And then as soon as I had to connect to, like, a video call for work, it basically just kept, like, dropping out. It showed that I had full bars, but it wasn't, like, holding the connection. I had to basically disconnect everything else that was on the Internet, turn all the videos off, and then it only just, like, made it through the call.","start_word":60,"end_word":124,"sentiment":"negative","sentiment_score":-0.4166916310787201},{"text":"So I'm not sure what's going on, but Lily and Andreas had mentioned that it's been happening to them periodically before. Mhmm. Okay. I see. Is it okay if I put you on hold? Let me just check the account for a while. Yes. No worries. Okay. Hang on. Hi. Hello? Yes.","start_word":125,"end_word":176,"sentiment":"neutral","sentiment_score":-0.1197790801525116},{"text":"Thank you for waiting.","start_word":177,"end_word":180,"sentiment":"positive","sentiment_score":0.3355647623538971},{"text":"So upon checking on the network side, we cannot see a issue with the Internet service. What we did right now is we did reboot the net network on our side. And for it to take effect on your end, is it okay if you do a full power cycle with the router? This often clears out any lingering connectivity issues. Yep. How Yep. do I do that? Mhmm. So please unplug the router. Keep it unplugged for twenty minutes. After Yep. that, plug it back in and check your Internet connection. So I'll note the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. If the issue persists if ever the issue persists, we'll be asking you for a Toronto speed test, and we'll going to report this to the network team for them to check. Alright. No worries.","start_word":181,"end_word":348,"sentiment":"neutral","sentiment_score":-0.004402746135989825},{"text":"Thank you.","start_word":349,"end_word":350,"sentiment":"positive","sentiment_score":0.33574366569519043},{"text":"Yeah. Yeah. Just give us a callback then if Yeah. ever. Yeah. Okay.","start_word":351,"end_word":363,"sentiment":"neutral","sentiment_score":0.03759457916021347},{"text":"All Thank good. Thank you.","start_word":364,"end_word":368,"sentiment":"positive","sentiment_score":0.3672519624233246},{"text":"may I know your name, please? Bianca. Bianca. Okay. Okay.","start_word":369,"end_word":378,"sentiment":"neutral","sentiment_score":0.09383846074342728},{"text":"Thank you, Thank Bianca.","start_word":379,"end_word":382,"sentiment":"positive","sentiment_score":0.381339430809021},{"text":"you.","start_word":383,"end_word":383,"sentiment":"neutral","sentiment_score":0.3268864154815674},{"text":"Bye Have for a now. good night.","start_word":384,"end_word":390,"sentiment":"positive","sentiment_score":0.3509773910045624},{"text":"Bye. Yeah. You too. Bye.","start_word":391,"end_word":395,"sentiment":"neutral","sentiment_score":0.1522647976875305}],"average":{"sentiment":"neutral","sentiment_score":-0.05122637623014266}}}}