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Let me just check your account. Okay. Hang on. Hello, Zahira? Yes. Can you hear me? Yeah. Thank you for waiting. Have you received the email that I sent you yesterday, you think? Setting up your own router? Mhmm. Okay. Okay. May I know the make and model of your router for me to check on your address? Okay. I see. Are you receiving an error message after that, after you entered the username and password, the PPPoE credentials? After you enter the credentials? Okay. Is the router connected to the one port? How about at the n d two box? Yeah. And may I know on what port is it? Plug in? GSC. Is there a GE one? Can we try to connect there instead? The first one? Mhmm. Okay. And may I know the color of the indicator light at the router? Is it red, green? Okay. How about the cable that, yeah, you're using? Is it the yellow cable? Router. Okay. Okay. Let me just check as well on your end. Hang on. Hello? Yes. Thank you for waiting. May I ask if the router is brand new, or you have used that before? Okay. So I'm going to send you another email, like a reply to the first email that I send you yesterday asking for a picture of your setup there. Then once received and reviewed, get back to you. Is that okay? First, to troubleshoot the issue, investigate? Yeah. Can you also see lights on the NTT box? Okay. So that means there's no problem with the NTT. Okay. Have you received email? I just yeah. Now okay. You received the email or not yet? Yeah. Okay. So I'll just wait for the pictures then. Then once you're viewed, I'll get back to you. Okay. Mhmm. Yeah. Is that okay? Yeah. Okay. Thank you. Bye for now. 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Good morning. This is Marie from Ergo tech support. Okay. I see.\n\nCan I have your full name, please, for me to check your account? Yeah. Mhmm. Mhmm. Okay.\n\nIs it okay if I put you on hold? Let me just check your account. Okay. Hang on. Hello, Zahira?\n\nYes. Can you hear me? Yeah. Thank you for waiting. Have you received the email that I sent you yesterday, you think?\n\nSetting up your own router? Mhmm. Okay. Okay. May I know the make and model of your router for me to check on your address?\n\nOkay. I see. Are you receiving an error message after that, after you entered the username and password, the PPPoE credentials? After you enter the credentials? Okay.\n\nIs the router connected to the one port? How about at the n d two box? Yeah. And may I know on what port is it? Plug in?\n\nGSC. Is there a GE one? Can we try to connect there instead? The first one? Mhmm.\n\nOkay. And may I know the color of the indicator light at the router? Is it red, green? Okay. How about the cable that, yeah, you're using?\n\nIs it the yellow cable? Router. Okay. Okay. Let me just check as well on your end.\n\nHang on. Hello? Yes. Thank you for waiting. May I ask if the router is brand new, or you have used that before?\n\nOkay. So I'm going to send you another email, like a reply to the first email that I send you yesterday asking for a picture of your setup there. Then once received and reviewed, get back to you. Is that okay? First, to troubleshoot the issue, investigate?\n\nYeah. Can you also see lights on the NTT box? Okay. So that means there's no problem with the NTT. Okay.\n\nHave you received email? I just yeah. Now okay. You received the email or not yet? Yeah.\n\nOkay. So I'll just wait for the pictures then. Then once you're viewed, I'll get back to you. Okay. Mhmm.\n\nYeah. Is that okay? Yeah. Okay. Thank you.\n\nBye for now. 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This is Marie from Hi. Yeah. I was just hello. I was just I'm trying to set up my Wi Fi.\n\nMy name? Zahira Hawk, z a h, e e, r a, and then h o q u e. Yeah. Hello? Yeah.\n\nI can hear you. Which one? Yeah. I've been using that. But then on the I've done it all, and then it says that there's no Internet connection, and the router is is compatible.\n\nIt's the TP Link AX 3,000 dual band gigabit Wi Fi six router. It it says that there's no Internet connection. Yeah. Yeah. Yeah.\n\nIt's all connected. Just the g three. Yeah. Okay. And then try again.\n\nJust testing the connection. There's three green and one red. No. It's a white cable that came with the router. No.\n\nIt says there's still no Internet connection. Mhmm. Hello? Yes. Brandy.\n\nYep. Yeah. Okay. Yeah. There are.\n\nThey're all green. No. Let me do it now. I don't know if it's if you're gonna understand it. Yes.\n\nOkay. Yeah. That's fine. Alright. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.71999997,"end":1.22,"sentiment":"positive","sentiment_score":0.35560694336891174},{"text":"This is Marie from Hi.","start":2.08,"end":5.6,"sentiment":"neutral","sentiment_score":0.1756914258003235},{"text":"Yeah.","start":5.6,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.0714709535241127},{"text":"I was just hello.","start":5.8399997,"end":8.8,"sentiment":"neutral","sentiment_score":0.05261169280856848},{"text":"I was just I'm trying to set up my Wi Fi.","start":8.8,"end":11.219999,"sentiment":"neutral","sentiment_score":0.04436120052229275}],"sentiment":"neutral","sentiment_score":0.09108886376700619,"num_words":22,"start":0.71999997,"end":11.219999},{"sentences":[{"text":"My name?","start":18.885,"end":19.705,"sentiment":"neutral","sentiment_score":0.016168829519301653},{"text":"Zahira Hawk, z a h, e e, r a, and then h o q u 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This is Marie\n\nChannel 1: This is\n\nChannel 0: from\n\nChannel 1: Marie\n\nChannel 0: Ergo\n\nChannel 1: from\n\nChannel 0: tech support.\n\nChannel 1: Hi. Yeah. I was just hello. I was just I'm trying to set up my Wi Fi.\n\nChannel 0: Okay. I see. Can I have your full name, please, for me to check your account?\n\nChannel 1: My name?\n\nChannel 0: Yeah.\n\nChannel 1: Zahira Hawk, z a h,\n\nChannel 0: Mhmm.\n\nChannel 1: e e, r a,\n\nChannel 0: Mhmm.\n\nChannel 1: and then h o q u e.\n\nChannel 0: Okay. Is it okay if I put you on hold? Let me just check your account.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Hang on. Hello, Zahira?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Can you hear\n\nChannel 1: Yeah. I can hear you.\n\nChannel 0: me? Yeah. Thank you for waiting. Have you received the email that I sent you yesterday, you think?\n\nChannel 1: Which one?\n\nChannel 0: Setting up your own router?\n\nChannel 1: Yeah. I've been using\n\nChannel 0: Mhmm.\n\nChannel 1: that.\n\nChannel 0: Okay.\n\nChannel 1: But then on the I've done it all, and then it says that there's no Internet connection, and the router is is compatible.\n\nChannel 0: Okay. May I know the make and model of your router for me to check\n\nChannel 1: It's the\n\nChannel 0: on your\n\nChannel 1: TP\n\nChannel 0: address?\n\nChannel 1: Link AX 3,000 dual band gigabit Wi Fi six router.\n\nChannel 0: Okay. I see. Are you receiving an error message after that, after you entered the username and password, the PPPoE credentials?\n\nChannel 1: It it says that there's no Internet connection.\n\nChannel 0: After you enter the credentials?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Is the router connected to the one port?\n\nChannel 1: Yeah.\n\nChannel 0: How about at the n d two box?\n\nChannel 1: Yeah. It's all connected.\n\nChannel 0: Yeah. And may I know on what port is it? Plug in?\n\nChannel 1: Just the g three.\n\nChannel 0: GSC. Is there a GE one?\n\nChannel 1: Yeah.\n\nChannel 0: Can we try to connect there instead?\n\nChannel 1: Okay.\n\nChannel 0: The first one? Mhmm.\n\nChannel 1: And then try again. Just testing the connection.\n\nChannel 0: Okay. And may I know the color of the indicator light at the router? Is it red, green?\n\nChannel 1: There's three green and one red.\n\nChannel 0: Okay. How about the cable that, yeah, you're using? Is it the yellow cable?\n\nChannel 1: No. It's a white cable that came with the router.\n\nChannel 0: Router. Okay.\n\nChannel 1: No. It says there's still no Internet connection.\n\nChannel 0: Okay. Let me just check as well on your end. Hang on.\n\nChannel 1: Mhmm.\n\nChannel 0: Hello?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Thank you for waiting. May I ask if the router is brand new, or you\n\nChannel 1: Yes.\n\nChannel 0: have\n\nChannel 1: Brandy.\n\nChannel 0: used that before? Okay. So I'm going to send you another email,\n\nChannel 1: Yep.\n\nChannel 0: like a reply to the first email that I send you yesterday asking\n\nChannel 1: Yeah.\n\nChannel 0: for a picture of your setup there. Then once received and reviewed, get back to you. Is that okay? First, to troubleshoot the issue, investigate?\n\nChannel 1: Okay.\n\nChannel 0: Yeah. Can you also see lights on the NTT box?\n\nChannel 1: Yeah. There are. They're all green.\n\nChannel 0: Okay. So that means there's no problem with the NTT. Okay. Have you received email? I\n\nChannel 1: No.\n\nChannel 0: just\n\nChannel 1: Let me do it\n\nChannel 0: yeah.\n\nChannel 1: now.\n\nChannel 0: Now okay.\n\nChannel 1: I don't know if it's if you're gonna understand it. Yes.\n\nChannel 0: You received the email or not yet? Yeah. Okay. So I'll just wait for the pictures then. Then once you're viewed, I'll get back to you.\n\nChannel 1: Okay.\n\nChannel 0: Okay. Mhmm. Yeah. Is that okay?\n\nChannel 1: Yeah. That's fine.\n\nChannel 0: Yeah. Okay.\n\nChannel 1: Alright.\n\nChannel 0: Thank\n\nChannel 1: Thank\n\nChannel 0: you.\n\nChannel 1: you.\n\nChannel 0: Bye for now. 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don't know if it's if you're gonna understand it.","start":660.69,"end":663.58997,"sentiment":"neutral","sentiment_score":-0.07799837477505207},{"text":"Yes.","start":681.68,"end":682.18,"sentiment":"neutral","sentiment_score":0.007237663492560387}],"sentiment":"neutral","sentiment_score":-0.07024964402345094,"channel":1,"num_words":11,"start":660.69,"end":682.18},{"sentences":[{"text":"You received the email or not yet?","start":682.425,"end":685.165,"sentiment":"neutral","sentiment_score":0.0011873641716582432},{"text":"Yeah.","start":687.305,"end":687.625,"sentiment":"neutral","sentiment_score":0.02770739048719406},{"text":"Okay.","start":687.625,"end":688.125,"sentiment":"neutral","sentiment_score":0.0412643663585186},{"text":"So I'll just wait for the pictures then.","start":688.265,"end":691.325,"sentiment":"neutral","sentiment_score":0.07721690461039543},{"text":"Then once you're viewed, I'll get back to 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for now.","start":703.17,"end":704.05,"sentiment":"neutral","sentiment_score":0.011882610619068146},{"text":"Yeah.","start":704.05,"end":704.55,"sentiment":"neutral","sentiment_score":0.12069310247898102}],"sentiment":"neutral","sentiment_score":0.039085233584046364,"channel":0,"num_words":4,"start":703.17,"end":704.55},{"sentences":[{"text":"Bye.","start":704.4489,"end":704.9489,"sentiment":"neutral","sentiment_score":-0.09202589094638824}],"sentiment":"neutral","sentiment_score":-0.09202589094638824,"channel":1,"num_words":1,"start":704.4489,"end":704.9489}]},"summary":{"result":"success","short":"A customer named Yvette called tech support to set up her Wi Fi router. The agent, Marie Ergo, asked for Yvette's name and checked her account. They troubleshooted the issue and uploaded pictures of the setup, promising to send a reply to her email."},"intents":{"segments":[{"text":"I was just I'm trying to set up my Wi Fi. Okay.","start_word":21,"end_word":32,"intents":[{"intent":"Set up wi fi","confidence_score":0.47557175}]},{"text":"Can I have your full name, please, for me to check your account? My name?","start_word":35,"end_word":49,"intents":[{"intent":"Check account","confidence_score":0.7232167}]},{"text":"Have you received the email that I sent you yesterday, you think? Which one?","start_word":107,"end_word":120,"intents":[{"intent":"Receive email","confidence_score":0.4666348}]},{"text":"I've been using Mhmm. that. Okay. But then on the I've done it all, and then it says that there's no Internet connection, and the router is is compatible. Okay.","start_word":127,"end_word":156,"intents":[{"intent":"Check router compatibility","confidence_score":0.3525067}]},{"text":"And may I know on what port is it? Plug in?","start_word":245,"end_word":255,"intents":[{"intent":"Confirm port","confidence_score":0.044045053}]},{"text":"Can we try to connect there instead? Okay. The first one?","start_word":268,"end_word":278,"intents":[{"intent":"Resolve router connection issue","confidence_score":0.001359276}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.16167426109313965},{"text":"Good Hello.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.377135694026947},{"text":"morning. This is Marie This is from Marie Ergo from tech support. Hi. Yeah. I was just hello. I was just I'm trying to set up my Wi Fi. Okay. I see. Can I have your full name, please, for me to check your account? My name? Yeah. Zahira Hawk, z a h, Mhmm. e e, r a, Mhmm. and then h o q u e. Okay. Is it okay if I put you on hold? Let me just check your account. Yeah. Okay. Hang on. Hello, Zahira? Hello? Yes. Can you hear Yeah. I can hear you. me? Yeah.","start_word":3,"end_word":102,"sentiment":"neutral","sentiment_score":0.051969755440950394},{"text":"Thank you for waiting.","start_word":103,"end_word":106,"sentiment":"positive","sentiment_score":0.36318379640579224},{"text":"Have you received the email that I sent you yesterday, you think? Which one? Setting up your own router? Yeah. I've been using Mhmm. that. Okay. But then on the I've done it all, and then it says that there's no Internet connection, and the router is is compatible. Okay. May I know the make and model of your router for me to check It's the on your TP address? Link AX 3,000 dual band gigabit Wi Fi six router. Okay. I see. Are you receiving an error message after that, after you entered the username and password, the PPPoE credentials? It it says that there's no Internet connection. After you enter the credentials? Yeah. Okay. Is the router connected to the one port? Yeah. How about at the n d two box? Yeah. It's all connected. Yeah. And may I know on what port is it? Plug in? Just the g three. GSC. Is there a GE one? Yeah. Can we try to connect there instead? Okay. The first one? Mhmm. And then try again. Just testing the connection. Okay. And may I know the color of the indicator light at the router? Is it red, green? There's three green and one red. Okay. How about the cable that, yeah, you're using? Is it the yellow cable? No. It's a white cable that came with the router. Router. Okay. No. It says there's still no Internet connection. Okay. Let me just check as well on your end. Hang on. Mhmm. Hello? Hello? Yes.","start_word":107,"end_word":360,"sentiment":"neutral","sentiment_score":-0.05554857765009085},{"text":"Thank you for waiting.","start_word":361,"end_word":364,"sentiment":"positive","sentiment_score":0.36164161562919617},{"text":"May I ask if the router is brand new, or you Yes. have Brandy. used that before? Okay. So I'm going to send you another email, Yep. like a reply to the first email that I send you yesterday asking Yeah. for a picture of your setup there. Then once received and reviewed, get back to you. Is that okay? First, to troubleshoot the issue, investigate? Okay. Yeah. Can you also see lights on the NTT box? Yeah. There are. They're all green. Okay. So that means there's no problem with the NTT. Okay. Have you received email? I No. just Let me do it yeah. now. Now okay. I don't know if it's if you're gonna understand it. Yes. You received the email or not yet? Yeah. Okay. So I'll just wait for the pictures then. Then once you're viewed, I'll get back to you. Okay. Okay. Mhmm. Yeah. Is that okay? Yeah. That's fine. Yeah. Okay.","start_word":365,"end_word":522,"sentiment":"neutral","sentiment_score":0.06639456748962402},{"text":"Alright. Thank Thank you. you.","start_word":523,"end_word":527,"sentiment":"positive","sentiment_score":0.44133996963500977},{"text":"Bye for now. Yeah. Bye.","start_word":528,"end_word":532,"sentiment":"neutral","sentiment_score":0.06342077255249023}],"average":{"sentiment":"neutral","sentiment_score":0.01759431489823319}}}}