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So what I'm going to do is send you an email instruction on how to check the PPPOE credential. Actually, other representative is engaged with other customer. Okay. But I can walk you through it. Are you okay. Are you available to log in to the router's interface right now? Do you have your laptop or computer? Okay. Kindly connect your computer to the network even though it has no Internet connection for us to access the router's interface. Then open a browser and type in the IP address printed at the back of your router. So once you enter the IP address, it will ask you a username and password. Please use the one that is on the back of the router also, the login. Have you changed the password before? Okay. So the password at the back of your router should be the one usually, it's Admin or Sorry? Mhmm. Is there a username at the back of the router? But there's an there's a IP address? No. That's the network name. How about a default access? Like a link. There's no, like, HTTP where like, a link. Okay. Now look for the PPPoE settings option, usually under Internet or one settings. And what is it asking you? Okay. Can you set it up? Then once you're in the connection type, let me know when it asks you a connection type. Enabled ID. How about the connection type? Can you skip that one? Just leave it as it is, or you need to select one? Is the yellow cable connected to the one port at the back of your router, w a n port? Yeah. Have you seen the PPPoE settings? Usually, under Internet setting or one, w a n settings. Because we need to check the PPPoE username and password if it's correct. If it match mhmm. If it match what's on our system for you to exit. Okay. Can you screenshot that one, please, for us to have a reference? Okay. Do you have a copy of the u username, correct username and password? I can send it to you now by SMS for you to double check. Okay. Hang on. I'm sorry? Yeah. That's why we're checking the credentials if it match what's in our system. Am I going to send the credentials on this number instead? Okay. Hang on. There you go. So it should be the p p p o u username as the 00001003@airtel.net.eu. And for the password, it should be Air12301 Two zero 3. At the PPPoE setting. Mhmm. Usually, under Internet or one setting, that's already entered at the router's interface. We're just double checking it because you're not you do not have the Internet connection. But can you see a Internet setting or one WAN settings? Mhmm. Yeah. And please select PPPoE for the connection type. Yeah. There's no username and password entered? Okay. I think the routers has been reset. Okay. Kindly double check the username and password if you entered it correctly. So there's no username and password entered? Okay. Does it say successful? Okay. I'm seeing you're now online on your end. Can you retry to use the Internet? Let's check if it's working now. Yeah. It's online now. So I think the router has been resetted. Okay. Great. Yeah. If you run into any issues or have more questions, feel free to give us a call anytime. Yeah. You're welcome. Anytime. Bye. 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Good morning. This is Maureen. Yeah. Yes.\n\nHello? Mhmm. Okay. Have you pressed anything with the router before? Did you press anything to the from the router?\n\nBefore. Okay. So what I'm going to do is send you an email instruction on how to check the PPPOE credential. Actually, other representative is engaged with other customer. Okay.\n\nBut I can walk you through it. Are you okay. Are you available to log in to the router's interface right now? Do you have your laptop or computer? Okay.\n\nKindly connect your computer to the network even though it has no Internet connection for us to access the router's interface. Then open a browser and type in the IP address printed at the back of your router. So once you enter the IP address, it will ask you a username and password. Please use the one that is on the back of the router also, the login. Have you changed the password before?\n\nOkay. So the password at the back of your router should be the one usually, it's Admin or Sorry? Mhmm. Is there a username at the back of the router? But there's an there's a IP address?\n\nNo. That's the network name. How about a default access? Like a link. There's no, like, HTTP where like, a link.\n\nOkay. Now look for the PPPoE settings option, usually under Internet or one settings. And what is it asking you? Okay. Can you set it up?\n\nThen once you're in the connection type, let me know when it asks you a connection type. Enabled ID. How about the connection type? Can you skip that one? Just leave it as it is, or you need to select one?\n\nIs the yellow cable connected to the one port at the back of your router, w a n port? Yeah. Have you seen the PPPoE settings? Usually, under Internet setting or one, w a n settings. Because we need to check the PPPoE username and password if it's correct.\n\nIf it match mhmm. If it match what's on our system for you to exit. Okay. Can you screenshot that one, please, for us to have a reference? Okay.\n\nDo you have a copy of the u username, correct username and password? I can send it to you now by SMS for you to double check. Okay. Hang on. I'm sorry?\n\nYeah. That's why we're checking the credentials if it match what's in our system. Am I going to send the credentials on this number instead? Okay. Hang on.\n\nThere you go. So it should be the p p p o u username as the 00001003@airtel.net.eu. And for the password, it should be Air12301 Two zero 3. At the PPPoE setting. Mhmm.\n\nUsually, under Internet or one setting, that's already entered at the router's interface. We're just double checking it because you're not you do not have the Internet connection. But can you see a Internet setting or one WAN settings? Mhmm. Yeah.\n\nAnd please select PPPoE for the connection type. Yeah. There's no username and password entered? Okay. I think the routers has been reset.\n\nOkay. Kindly double check the username and password if you entered it correctly. So there's no username and password entered? Okay. Does it say successful?\n\nOkay. I'm seeing you're now online on your end. Can you retry to use the Internet? Let's check if it's working now. Yeah.\n\nIt's online now. So I think the router has been resetted. Okay. Great. Yeah.\n\nIf you run into any issues or have more questions, feel free to give us a call anytime. Yeah. You're welcome. Anytime. Bye.\n\nHave a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.92,"end":2.42,"sentiment":"neutral","sentiment_score":0.1651938259601593},{"text":"Good morning.","start":2.56,"end":3.1999998,"sentiment":"positive","sentiment_score":0.4394410252571106},{"text":"This is 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router?","start":40.705,"end":44.645,"sentiment":"neutral","sentiment_score":-0.0543716446393066}],"sentiment":"neutral","sentiment_score":-0.03581543369218707,"num_words":20,"start":6.96,"end":44.645},{"sentences":[{"text":"Before.","start":46.625,"end":47.125,"sentiment":"neutral","sentiment_score":-0.18337509036064148},{"text":"Okay.","start":51.760002,"end":52.260002,"sentiment":"neutral","sentiment_score":-0.03427968546748161},{"text":"So what I'm going to do is send you an email instruction on how to check the PPPOE credential.","start":52.56,"end":60.34,"sentiment":"neutral","sentiment_score":0.0035105336359456964},{"text":"Actually, other representative is engaged with other customer.","start":68.555,"end":71.615,"sentiment":"neutral","sentiment_score":-0.08870875556021929},{"text":"Okay.","start":72.795,"end":73.295,"sentiment":"neutral","sentiment_score":0.04064206779003143}],"sentiment":"neutral","sentiment_score":-0.027332753781229256,"num_words":30,"start":46.625,"end":73.295},{"sentences":[{"text":"But I can walk you through it.","start":73.435,"end":75.295,"sentiment":"neutral","sentiment_score":0.09628233313560486},{"text":"Are you okay.","start":76.555,"end":78.09,"sentiment":"neutral","sentiment_score":0.08688184122244517},{"text":"Are you available to log in to the router's interface right now?","start":78.17,"end":81.78999,"sentiment":"neutral","sentiment_score":0.04080478303755323},{"text":"Do you have your laptop or computer?","start":84.729996,"end":86.75,"sentiment":"neutral","sentiment_score":-0.005346960255077907},{"text":"Okay.","start":90.755,"end":91.255,"sentiment":"neutral","sentiment_score":0.03596168011426926}],"sentiment":"neutral","sentiment_score":0.04742707367986441,"num_words":30,"start":73.435,"end":91.255},{"sentences":[{"text":"Kindly connect your computer to the network even though it has no Internet connection for us to access the router's interface.","start":92.034996,"end":100.134995,"sentiment":"neutral","sentiment_score":0.01679865536945207},{"text":"Then open a browser and type in the IP address printed at the back of your router.","start":101.235,"end":107.23,"sentiment":"neutral","sentiment_score":0.026822249240734997},{"text":"So once you enter the IP address, it will ask you a username and password.","start":132.89001,"end":137.31001,"sentiment":"neutral","sentiment_score":0.0319863062351942},{"text":"Please use the one that is on the back of the router also, the login.","start":138.09001,"end":142.35,"sentiment":"neutral","sentiment_score":0.018038614094257353},{"text":"Have you changed the password before?","start":151.38501,"end":153.645,"sentiment":"neutral","sentiment_score":-0.04698600868384043}],"sentiment":"neutral","sentiment_score":0.017259564225536747,"num_words":74,"start":92.034996,"end":153.645},{"sentences":[{"text":"Okay.","start":156.345,"end":156.74501,"sentiment":"neutral","sentiment_score":-0.048885222524404526},{"text":"So the password at the back of your router should be the one usually, it's Admin or Sorry?","start":156.74501,"end":194.15999,"sentiment":"neutral","sentiment_score":-0.038639740294052496},{"text":"Mhmm.","start":197.26,"end":197.76,"sentiment":"neutral","sentiment_score":-0.035599689930677414},{"text":"Is there a username at the back of the router?","start":202.395,"end":204.975,"sentiment":"neutral","sentiment_score":-0.04963648095726967},{"text":"But there's an there's a IP address?","start":214.13,"end":216.47,"sentiment":"neutral","sentiment_score":-0.03632958446230207}],"sentiment":"neutral","sentiment_score":-0.04136951725829292,"num_words":37,"start":156.345,"end":216.47},{"sentences":[{"text":"No.","start":223.97,"end":224.37,"sentiment":"neutral","sentiment_score":-0.2777274250984192},{"text":"That's the network name.","start":224.37,"end":226.23,"sentiment":"neutral","sentiment_score":-0.240410715341568},{"text":"How about a default access?","start":239.465,"end":241.16501,"sentiment":"neutral","sentiment_score":-0.08897915184497833},{"text":"Like a link.","start":247.31001,"end":248.37001,"sentiment":"neutral","sentiment_score":-0.04793546845515569},{"text":"There's no, like, HTTP where like, a link.","start":257.22498,"end":261.88498,"sentiment":"neutral","sentiment_score":-0.06851595209445804}],"sentiment":"neutral","sentiment_score":-0.11315238418146259,"num_words":21,"start":223.97,"end":261.88498},{"sentences":[{"text":"Okay.","start":287.165,"end":287.565,"sentiment":"neutral","sentiment_score":0.06285499781370163},{"text":"Now look for the PPPoE settings option, usually under Internet or one settings.","start":287.565,"end":294.065,"sentiment":"neutral","sentiment_score":0.1012278193464646},{"text":"And what is it asking you?","start":301.19998,"end":303.3,"sentiment":"neutral","sentiment_score":0.13564278185367584},{"text":"Okay.","start":308.56,"end":309.06,"sentiment":"neutral","sentiment_score":0.11881540715694427},{"text":"Can you set it up?","start":309.44,"end":311.69998,"sentiment":"neutral","sentiment_score":0.12742967158555984}],"sentiment":"neutral","sentiment_score":0.11340911944325154,"num_words":26,"start":287.165,"end":311.69998},{"sentences":[{"text":"Then once you're in the connection type, let me know when it asks you a connection type.","start":312.20502,"end":319.505,"sentiment":"neutral","sentiment_score":0.07097019978305873},{"text":"Enabled ID.","start":340.35,"end":341.41,"sentiment":"neutral","sentiment_score":0.04731106758117676},{"text":"How about the connection type?","start":348.095,"end":349.795,"sentiment":"neutral","sentiment_score":0.025562820211052894},{"text":"Can you skip that one?","start":357.91998,"end":359.46,"sentiment":"neutral","sentiment_score":-0.02361215017735958},{"text":"Just leave it as it is, or you need to select one?","start":361.36,"end":366.09998,"sentiment":"neutral","sentiment_score":0.0017812914835910003}],"sentiment":"neutral","sentiment_score":0.03249376535233928,"num_words":41,"start":312.20502,"end":366.09998},{"sentences":[{"text":"Is the yellow cable connected to the one port at the back of your router, w a n port?","start":383.405,"end":389.38,"sentiment":"neutral","sentiment_score":0.0005138648771925976},{"text":"Yeah.","start":392.16,"end":392.66,"sentiment":"neutral","sentiment_score":0.032771043479442596},{"text":"Have you seen the PPPoE settings?","start":394.40002,"end":396.82,"sentiment":"neutral","sentiment_score":0.008412493548045555},{"text":"Usually, under Internet setting or one, w a n settings.","start":399.26498,"end":404.405,"sentiment":"neutral","sentiment_score":-0.09588506147265434},{"text":"Because we need to check the PPPoE username and password if it's correct.","start":404.865,"end":409.60498,"sentiment":"neutral","sentiment_score":-0.0447997202953467}],"sentiment":"neutral","sentiment_score":-0.029555868186360718,"num_words":49,"start":383.405,"end":409.60498},{"sentences":[{"text":"If it match mhmm.","start":410.865,"end":412.72498,"sentiment":"neutral","sentiment_score":0.04766338178887963},{"text":"If it match what's on our system for you to exit.","start":416.66998,"end":420.53,"sentiment":"neutral","sentiment_score":0.04014674574136734},{"text":"Okay.","start":424.43,"end":424.93,"sentiment":"neutral","sentiment_score":0.07763230800628662},{"text":"Can you screenshot that one, please, for us to have a reference?","start":425.15,"end":428.44998,"sentiment":"neutral","sentiment_score":0.08995014304916064},{"text":"Okay.","start":431.605,"end":432.105,"sentiment":"neutral","sentiment_score":0.14917965233325958}],"sentiment":"neutral","sentiment_score":0.06684418645655286,"num_words":29,"start":410.865,"end":432.105},{"sentences":[{"text":"Do you have a copy of the u username, correct username and password?","start":433.845,"end":438.185,"sentiment":"neutral","sentiment_score":0.15207975415083078},{"text":"I can send it to you now by SMS for you to double check.","start":438.725,"end":442.35,"sentiment":"neutral","sentiment_score":0.2452612966299057},{"text":"Okay.","start":445.95,"end":446.45,"sentiment":"neutral","sentiment_score":0.0053603630512952805},{"text":"Hang on.","start":446.51,"end":447.25,"sentiment":"neutral","sentiment_score":-0.06630514562129974},{"text":"I'm sorry?","start":454.35,"end":454.93,"sentiment":"neutral","sentiment_score":-0.2854386642575264}],"sentiment":"neutral","sentiment_score":0.1472677406272851,"num_words":32,"start":433.845,"end":454.93},{"sentences":[{"text":"Yeah.","start":461.63498,"end":462.03497,"sentiment":"neutral","sentiment_score":-0.058364469558000565},{"text":"That's why we're checking the credentials if it match what's in our system.","start":462.03497,"end":466.85498,"sentiment":"neutral","sentiment_score":-0.009085192510750718},{"text":"Am I going to send the credentials on this number instead?","start":520.92,"end":524.06,"sentiment":"neutral","sentiment_score":0.002098499204624783},{"text":"Okay.","start":526.68,"end":527.08,"sentiment":"neutral","sentiment_score":0.09768424928188324},{"text":"Hang on.","start":527.08,"end":527.82,"sentiment":"neutral","sentiment_score":0.10656362399458885}],"sentiment":"neutral","sentiment_score":0.005622250583006202,"num_words":28,"start":461.63498,"end":527.82},{"sentences":[{"text":"There you go.","start":552.56,"end":553.45996,"sentiment":"neutral","sentiment_score":0.12913096944491068},{"text":"So it should be the p p p o u username as the 00001003@airtel.net.eu.","start":555.12,"end":566.74,"sentiment":"neutral","sentiment_score":0.1543621431503977},{"text":"And for the password, it should be Air12301 Two zero 3.","start":567.305,"end":574.285,"sentiment":"neutral","sentiment_score":0.024769864468411965},{"text":"At the PPPoE setting.","start":575.945,"end":577.96497,"sentiment":"neutral","sentiment_score":0.001678579137660563},{"text":"Mhmm.","start":582.48,"end":582.98,"sentiment":"neutral","sentiment_score":0.0009403580334037542}],"sentiment":"neutral","sentiment_score":0.08571473018717811,"num_words":33,"start":552.56,"end":582.98},{"sentences":[{"text":"Usually, under Internet or one setting, that's already entered at the router's interface.","start":583.12,"end":591.45996,"sentiment":"neutral","sentiment_score":-0.029945198733073015},{"text":"We're just double checking it because you're not you do not have the Internet connection.","start":591.51996,"end":598.065,"sentiment":"neutral","sentiment_score":-0.0731167403360208},{"text":"But can you see a Internet setting or one WAN settings?","start":606.43005,"end":612.61005,"sentiment":"neutral","sentiment_score":-0.03999021124433388},{"text":"Mhmm.","start":624.915,"end":624.995,"sentiment":"neutral","sentiment_score":0.013527856208384035},{"text":"Yeah.","start":624.995,"end":625.495,"sentiment":"neutral","sentiment_score":0.02267831191420555}],"sentiment":"neutral","sentiment_score":-0.04609084985695961,"num_words":41,"start":583.12,"end":625.495},{"sentences":[{"text":"And please select PPPoE for the connection type.","start":626.115,"end":629.97504,"sentiment":"neutral","sentiment_score":0.012135099619626999},{"text":"Yeah.","start":637.65,"end":638.15,"sentiment":"neutral","sentiment_score":0.004000423476099968},{"text":"There's no username and password entered?","start":639.57,"end":642.23004,"sentiment":"neutral","sentiment_score":-0.05732004841168722},{"text":"Okay.","start":649.085,"end":649.405,"sentiment":"neutral","sentiment_score":-0.043332040309906006},{"text":"I think the routers has been reset.","start":649.405,"end":652.22504,"sentiment":"neutral","sentiment_score":-0.13803239592484065}],"sentiment":"neutral","sentiment_score":-0.05445208181829556,"num_words":23,"start":626.115,"end":652.22504},{"sentences":[{"text":"Okay.","start":708.22504,"end":708.72504,"sentiment":"neutral","sentiment_score":0.03668592497706413},{"text":"Kindly double check the username and password if you entered it correctly.","start":710.305,"end":714.645,"sentiment":"neutral","sentiment_score":0.018944278980294865},{"text":"So there's no username and password entered?","start":715.505,"end":720.45,"sentiment":"neutral","sentiment_score":-0.022428407200745175},{"text":"Okay.","start":728.11,"end":728.61,"sentiment":"neutral","sentiment_score":0.07411091774702072},{"text":"Does it say successful?","start":729.275,"end":730.41504,"sentiment":"neutral","sentiment_score":0.09862245246767998}],"sentiment":"neutral","sentiment_score":0.023024765998125075,"num_words":25,"start":708.22504,"end":730.41504},{"sentences":[{"text":"Okay.","start":737.995,"end":738.47504,"sentiment":"neutral","sentiment_score":0.07832114398479462},{"text":"I'm seeing you're now online on your end.","start":738.47504,"end":740.955,"sentiment":"neutral","sentiment_score":0.14998242631554604},{"text":"Can you retry to use the Internet?","start":740.955,"end":742.575,"sentiment":"neutral","sentiment_score":0.06634596415928432},{"text":"Let's check if it's working now.","start":743.18,"end":745.04,"sentiment":"neutral","sentiment_score":0.10467043394843738},{"text":"Yeah.","start":749.5,"end":749.82,"sentiment":"neutral","sentiment_score":0.0764256939291954}],"sentiment":"neutral","sentiment_score":0.10639350440191186,"num_words":23,"start":737.995,"end":749.82},{"sentences":[{"text":"It's online now.","start":749.82,"end":751.12,"sentiment":"neutral","sentiment_score":0.07491140564282735},{"text":"So I think the router has been resetted.","start":752.14,"end":754.8,"sentiment":"neutral","sentiment_score":-0.0026668958889786163},{"text":"Okay.","start":759.545,"end":760.045,"sentiment":"neutral","sentiment_score":0.2966988682746887},{"text":"Great.","start":760.985,"end":761.485,"sentiment":"positive","sentiment_score":0.5819438695907593},{"text":"Yeah.","start":761.785,"end":762.105,"sentiment":"positive","sentiment_score":0.3930264711380005}],"sentiment":"neutral","sentiment_score":0.10536201848715011,"num_words":14,"start":749.82,"end":762.105},{"sentences":[{"text":"If you run into any issues or have more questions, feel free to give us a call anytime.","start":762.105,"end":766.90283,"sentiment":"neutral","sentiment_score":0.2559782283173667},{"text":"Yeah.","start":769.68286,"end":770.0828,"sentiment":"positive","sentiment_score":0.6613227128982544},{"text":"You're welcome.","start":770.0828,"end":770.8229,"sentiment":"positive","sentiment_score":0.7220884561538696},{"text":"Anytime.","start":771.04285,"end":771.54285,"sentiment":"positive","sentiment_score":0.522260844707489},{"text":"Bye.","start":772.9628,"end":773.28284,"sentiment":"positive","sentiment_score":0.3790553510189056}],"sentiment":"neutral","sentiment_score":0.331061910028043,"num_words":23,"start":762.105,"end":773.28284},{"sentences":[{"text":"Have a great day.","start":773.28284,"end":773.9279,"sentiment":"positive","sentiment_score":0.5006160326302052}],"sentiment":"positive","sentiment_score":0.5006160326302052,"num_words":4,"start":773.28284,"end":773.9279}]}}]},{"alternatives":[{"transcript":"This is Anna again. So I've just called a super net network, and I've told them to check my modem, to check my MAC address. They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service. K. Is there anything that we can do about this? Can I reset the Internet again? Is there anything you can do to refresh it? Because I really need to work. Both ends is telling me that the Internet works fine. Sorry? No. I didn't press anything. I just it stopped working for no reason. No. No. I need you to tell me through the phone. Is there anyone else I can speak to apart from yourself? Yes, please. Yes. I don't have a laptop or computer at my house. Yep. It's asking me for new address. Is that the same address I use I mean, password? No. Do I log in with TP Link ID? My login. Do you know what my login is? No. Is it SSID? No. I don't see your IP address. Yes. I do see the default address, but it's just a barcode. Yes. Okay. Yep. I'm in. So what do I do now? Just send me quick setup. Quick setup just for my region and my time zone. Yep. So now it's asking for Internet setup, router mode. So I press enable ID. Yes. It's asking for Internet setup. Do I press the router mode or AP mode for operation mode? It says Internet not connected. Please check the one for it's properly connected. Yes. It is. No. Yeah. Yes. Correct. It does match. Yes. I can. Yes. Yep. It says connection status is disconnected. It mentions that connection status is disconnected. Yes, please. Yes. Where do I type that in? No. I don't see that anywhere. I do see Internet connection set up. Yep. And username, I dot dot ai. Yep. Once again, I'm entering in the password now. Yep. So I'm typing the username and password, and I'll change it to p p r e. Yes. I have tested. Yes. I've entered it. There's usually a password I've already entered it, and I saved it. It just says saved, and it says connected. Internet status is connected now. 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is Anna again. So I've just called a super net network, and I've told them to check my modem, to check my MAC address. They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service. K. Is there anything that we can do about this?\n\nCan I reset the Internet again? Is there anything you can do to refresh it? Because I really need to work. Both ends is telling me that the Internet works fine. Sorry?\n\nNo. I didn't press anything. I just it stopped working for no reason. No. No.\n\nI need you to tell me through the phone. Is there anyone else I can speak to apart from yourself? Yes, please. Yes. I don't have a laptop or computer at my house.\n\nYep. It's asking me for new address. Is that the same address I use I mean, password? No. Do I log in with TP Link ID?\n\nMy login. Do you know what my login is? No. Is it SSID? No.\n\nI don't see your IP address. Yes. I do see the default address, but it's just a barcode. Yes. Okay.\n\nYep. I'm in. So what do I do now? Just send me quick setup. Quick setup just for my region and my time zone.\n\nYep. So now it's asking for Internet setup, router mode. So I press enable ID. Yes. It's asking for Internet setup.\n\nDo I press the router mode or AP mode for operation mode? It says Internet not connected. Please check the one for it's properly connected. Yes. It is.\n\nNo. Yeah. Yes. Correct. It does match.\n\nYes. I can. Yes. Yep. It says connection status is disconnected.\n\nIt mentions that connection status is disconnected. Yes, please. Yes. Where do I type that in? No.\n\nI don't see that anywhere. I do see Internet connection set up. Yep. And username, I dot dot ai. Yep.\n\nOnce again, I'm entering in the password now. Yep. So I'm typing the username and password, and I'll change it to p p r e. Yes. I have tested.\n\nYes. I've entered it. There's usually a password I've already entered it, and I saved it. It just says saved, and it says connected. Internet status is connected now.\n\nCan you see if my Internet is online on your end? Oh, yep. Yep. Internet's working now. Okay.\n\nYep. Thank you so much for your help and good time today. Yep. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"This is Anna again.","start":3.6799998,"end":4.9,"sentiment":"neutral","sentiment_score":0.2675313577055931},{"text":"So I've just called a super net network, and I've told them to check my modem, to check my MAC address.","start":7.2,"end":12.42,"sentiment":"neutral","sentiment_score":0.09168191981457528},{"text":"They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service.","start":12.835,"end":19.655,"sentiment":"neutral","sentiment_score":0.06304340347647668},{"text":"K.","start":20.275,"end":20.515,"sentiment":"neutral","sentiment_score":-0.00784381479024887},{"text":"Is there anything that we can do about this?","start":20.515,"end":23.235,"sentiment":"neutral","sentiment_score":-0.043075833883550435}],"sentiment":"neutral","sentiment_score":0.06960007523496946,"num_words":60,"start":3.6799998,"end":23.235},{"sentences":[{"text":"Can I reset the Internet 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disconnected.","start":455.98,"end":459.12,"sentiment":"neutral","sentiment_score":-0.24204573886735098},{"text":"Yes, please.","start":524.895,"end":525.715,"sentiment":"neutral","sentiment_score":0.11413419619202614},{"text":"Yes.","start":555.075,"end":555.575,"sentiment":"neutral","sentiment_score":0.15078842639923096},{"text":"Where do I type that in?","start":572.445,"end":574.065,"sentiment":"neutral","sentiment_score":0.009346168333043655},{"text":"No.","start":601.28503,"end":601.525,"sentiment":"neutral","sentiment_score":-0.08771759271621704}],"sentiment":"neutral","sentiment_score":-0.07922964329447817,"num_words":17,"start":455.98,"end":601.525},{"sentences":[{"text":"I don't see that anywhere.","start":601.525,"end":602.905,"sentiment":"neutral","sentiment_score":-0.10506938099861145},{"text":"I do see Internet connection set 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status is connected now.","start":734.9,"end":736.84,"sentiment":"neutral","sentiment_score":0.05891307443380356}],"sentiment":"neutral","sentiment_score":0.024717659593142313,"num_words":29,"start":720.405,"end":736.84},{"sentences":[{"text":"Can you see if my Internet is online on your end?","start":745.945,"end":748.765,"sentiment":"neutral","sentiment_score":0.07734132050113245},{"text":"Oh, yep.","start":755.86,"end":756.18,"sentiment":"neutral","sentiment_score":0.16377465426921844},{"text":"Yep.","start":756.18,"end":756.5,"sentiment":"neutral","sentiment_score":0.25055989623069763},{"text":"Internet's working now.","start":756.5,"end":757.8,"sentiment":"neutral","sentiment_score":0.2919958233833313},{"text":"Okay.","start":760.82,"end":761.32,"sentiment":"positive","sentiment_score":0.4596576690673828}],"sentiment":"neutral","sentiment_score":0.153583826083276,"num_words":18,"start":745.945,"end":761.32},{"sentences":[{"text":"Yep.","start":766.15295,"end":766.5529,"sentiment":"neutral","sentiment_score":0.2890247702598572},{"text":"Thank you so much for your help and good time today.","start":766.5529,"end":768.8129,"sentiment":"positive","sentiment_score":0.9022279273379933},{"text":"Yep.","start":771.3529,"end":771.5929,"sentiment":"positive","sentiment_score":0.3749196529388428},{"text":"Thank you.","start":771.5929,"end":772.2329,"sentiment":"positive","sentiment_score":0.6951310038566589},{"text":"Bye.","start":772.2329,"end":772.7329,"sentiment":"positive","sentiment_score":0.45598435401916504}],"sentiment":"positive","sentiment_score":0.7771686241030693,"num_words":16,"start":766.15295,"end":772.7329}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is\n\nChannel 1: This\n\nChannel 0: Maureen.\n\nChannel 1: is Anna again.\n\nChannel 0: Yeah. Yes. Hello?\n\nChannel 1: So I've just called a super net network, and I've told them to check my modem, to check my MAC address. They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service. K. Is there anything that we can do about this? Can I reset the Internet again?\n\nIs there anything you can do to refresh it? Because I really need to work. Both ends is telling me that the Internet works fine.\n\nChannel 0: Mhmm. Okay. Have you pressed anything with the router before?\n\nChannel 1: Sorry?\n\nChannel 0: Did you press anything to the from the router?\n\nChannel 1: No. I didn't press anything.\n\nChannel 0: Before.\n\nChannel 1: I just it stopped working for no reason.\n\nChannel 0: Okay. So what I'm going to do is send you an email instruction on how to check the PPPOE\n\nChannel 1: No. No. I\n\nChannel 0: credential.\n\nChannel 1: need you to tell me through the phone. Is there anyone else I can speak to apart from yourself?\n\nChannel 0: Actually, other representative is engaged with other customer. Okay. But I can walk you through it.\n\nChannel 1: Yes, please.\n\nChannel 0: Are you okay. Are you available to log in to the router's interface right now?\n\nChannel 1: Yes.\n\nChannel 0: Do you have your laptop or computer?\n\nChannel 1: I don't have a laptop or computer at my house.\n\nChannel 0: Okay. Kindly connect your computer to the network even though it has no Internet connection for us to access the router's interface. Then open a browser and type in the IP address printed at the back of your router.\n\nChannel 1: Yep.\n\nChannel 0: So once you enter the IP address, it will ask you a username and password. Please use the one that is on the back of the router also, the login.\n\nChannel 1: It's asking me for new address. Is that the same address I use I mean, password?\n\nChannel 0: Have you changed the password before?\n\nChannel 1: No.\n\nChannel 0: Okay. So the password at the back of your router should be the one usually, it's Admin or\n\nChannel 1: Do I log in with TP Link ID?\n\nChannel 0: Sorry?\n\nChannel 1: My login.\n\nChannel 0: Mhmm.\n\nChannel 1: Do you know what my login is?\n\nChannel 0: Is there a username at the back of the router?\n\nChannel 1: No.\n\nChannel 0: But there's an there's a IP address?\n\nChannel 1: Is it SSID?\n\nChannel 0: No. That's the network name.\n\nChannel 1: No. I don't see your IP address.\n\nChannel 0: How about a default access? Like a link.\n\nChannel 1: Yes. I do see the default address, but it's just a barcode.\n\nChannel 0: There's no, like, HTTP where\n\nChannel 1: Yes.\n\nChannel 0: like, a link.\n\nChannel 1: Okay. Yep. I'm in. So what do I do now?\n\nChannel 0: Okay. Now look for the PPPoE settings option, usually under Internet or one settings.\n\nChannel 1: Just send me quick setup.\n\nChannel 0: And what is it asking you?\n\nChannel 1: Quick setup just for my region and my time zone.\n\nChannel 0: Okay. Can you set it up? Then once you're in the connection type, let me know when it asks you a connection type.\n\nChannel 1: Yep. So now it's asking for Internet setup, router mode. So I press enable ID.\n\nChannel 0: Enabled ID.\n\nChannel 1: Yes. It's asking for Internet setup.\n\nChannel 0: How about the connection type?\n\nChannel 1: Do I press the router mode or AP mode for operation mode?\n\nChannel 0: Can you skip that one? Just leave it as it is, or you need to select one?\n\nChannel 1: It says Internet not connected. Please check the one for it's properly connected.\n\nChannel 0: Is the yellow cable connected to the one port at the back of your router, w a n port?\n\nChannel 1: Yes. It is.\n\nChannel 0: Yeah. Have you seen the PPPoE settings?\n\nChannel 1: No.\n\nChannel 0: Usually, under Internet setting or one, w a n settings. Because we need to check the PPPoE username and password if it's correct. If\n\nChannel 1: Yeah.\n\nChannel 0: it match mhmm. If it match what's on our system for you to\n\nChannel 1: Yes. Correct.\n\nChannel 0: exit.\n\nChannel 1: It does match.\n\nChannel 0: Okay. Can you screenshot that one, please, for us to have a reference?\n\nChannel 1: Yes. I can.\n\nChannel 0: Okay. Do you have a copy of the u username, correct username and password? I can send\n\nChannel 1: Yes.\n\nChannel 0: it to you now by SMS for you to double check.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Hang on.\n\nChannel 1: It says connection status is\n\nChannel 0: I'm\n\nChannel 1: disconnected.\n\nChannel 0: sorry?\n\nChannel 1: It mentions that connection status is disconnected.\n\nChannel 0: Yeah. That's why we're checking the credentials if it match what's in our system. Am I going to send the credentials on this number instead?\n\nChannel 1: Yes, please.\n\nChannel 0: Okay. Hang on. There you go.\n\nChannel 1: Yes.\n\nChannel 0: So it should be the p p p o u username as the 00001003@airtel.net.eu. And for the password, it should be Air12301\n\nChannel 1: Where do I type\n\nChannel 0: Two\n\nChannel 1: that\n\nChannel 0: zero\n\nChannel 1: in?\n\nChannel 0: 3. At the PPPoE setting. Mhmm. Usually, under Internet or one setting, that's already entered at the router's interface. We're just double checking it because you're not you do not have the Internet connection.\n\nChannel 1: No. I don't see that anywhere.\n\nChannel 0: But can you see a Internet setting or one WAN settings?\n\nChannel 1: I do see Internet connection set up.\n\nChannel 0: Mhmm. Yeah. And please select PPPoE for the connection type.\n\nChannel 1: Yep. And username, I dot dot ai.\n\nChannel 0: Yeah. There's no username and password entered?\n\nChannel 1: Yep. Once again, I'm entering in the password now.\n\nChannel 0: Okay. I think the routers has been reset.\n\nChannel 1: Yep. So I'm typing the username and password, and I'll change it to p p r e.\n\nChannel 0: Okay. Kindly double check the username and password if you entered it correctly. So there's\n\nChannel 1: Yes. I have tested.\n\nChannel 0: no username and password entered?\n\nChannel 1: Yes. I've entered it. There's usually a password I've already entered it, and I saved it.\n\nChannel 0: Okay. Does it say successful?\n\nChannel 1: It just says saved, and it says connected. Internet status is connected now.\n\nChannel 0: Okay. I'm seeing you're now online on your end. Can you retry to use the Internet? Let's check if it's working now.\n\nChannel 1: Can you see if my Internet is online on your end?\n\nChannel 0: Yeah. It's online now. So I think the router has been resetted.\n\nChannel 1: Oh, yep. Yep. Internet's working now.\n\nChannel 0: Okay.\n\nChannel 1: Okay.\n\nChannel 0: Great. Yeah. If you run into any issues or have more questions, feel free to give us a\n\nChannel 1: Yep.\n\nChannel 0: call anytime.\n\nChannel 1: Thank you so much for your help and good time today.\n\nChannel 0: Yeah. You're welcome. Anytime.\n\nChannel 1: Yep. Thank you. Bye.\n\nChannel 0: Bye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.92,"end":2.42,"sentiment":"neutral","sentiment_score":0.1651938259601593},{"text":"Good morning.","start":2.56,"end":3.1999998,"sentiment":"positive","sentiment_score":0.4394410252571106},{"text":"This is","start":3.1999998,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.3028949946165085}],"sentiment":"neutral","sentiment_score":0.3299731731414795,"channel":0,"num_words":5,"start":1.92,"end":3.6799998},{"sentences":[{"text":"This","start":3.6799998,"end":3.84,"sentiment":"neutral","sentiment_score":0.2529577314853668}],"sentiment":"neutral","sentiment_score":0.2529577314853668,"channel":1,"num_words":1,"start":3.6799998,"end":3.84},{"sentences":[{"text":"Maureen.","start":3.6799998,"end":4.18,"sentiment":"positive","sentiment_score":0.3732765913009643}],"sentiment":"positive","sentiment_score":0.3732765913009643,"channel":0,"num_words":1,"start":3.6799998,"end":4.18},{"sentences":[{"text":"is Anna again.","start":3.84,"end":4.9,"sentiment":"neutral","sentiment_score":0.2723892331123352}],"sentiment":"neutral","sentiment_score":0.2723892331123352,"channel":1,"num_words":3,"start":3.84,"end":4.9},{"sentences":[{"text":"Yeah.","start":5.92,"end":6.42,"sentiment":"neutral","sentiment_score":0.2025032937526703},{"text":"Yes.","start":6.64,"end":6.96,"sentiment":"neutral","sentiment_score":0.1588987559080124},{"text":"Hello?","start":6.96,"end":7.46,"sentiment":"neutral","sentiment_score":0.0849485695362091}],"sentiment":"neutral","sentiment_score":0.14878353973229727,"channel":0,"num_words":3,"start":5.92,"end":7.46},{"sentences":[{"text":"So I've just called a super net network, and I've told them to check my modem, to check my MAC address.","start":7.2,"end":12.42,"sentiment":"neutral","sentiment_score":0.09168191981457528},{"text":"They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service.","start":12.835,"end":19.655,"sentiment":"neutral","sentiment_score":0.06304340347647668},{"text":"K.","start":20.275,"end":20.515,"sentiment":"neutral","sentiment_score":-0.00784381479024887},{"text":"Is there anything that we can do about this?","start":20.515,"end":23.235,"sentiment":"neutral","sentiment_score":-0.043075833883550435},{"text":"Can I reset the Internet again?","start":23.235,"end":24.675,"sentiment":"neutral","sentiment_score":-0.09365927800536156}],"sentiment":"neutral","sentiment_score":0.04103102282651009,"channel":1,"num_words":62,"start":7.2,"end":24.675},{"sentences":[{"text":"Is there anything you can do to refresh it?","start":24.675,"end":26.275,"sentiment":"neutral","sentiment_score":-0.024476756238275103},{"text":"Because I really need to work.","start":26.275,"end":27.895,"sentiment":"neutral","sentiment_score":-0.10426453997691472},{"text":"Both ends is telling me that the Internet works 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router?","start":40.705,"end":44.645,"sentiment":"neutral","sentiment_score":-0.0543716446393066}],"sentiment":"neutral","sentiment_score":-0.0543716446393066,"channel":0,"num_words":9,"start":40.705,"end":44.645},{"sentences":[{"text":"No.","start":45.605,"end":45.925,"sentiment":"neutral","sentiment_score":-0.1822478473186493},{"text":"I didn't press anything.","start":45.925,"end":46.965,"sentiment":"neutral","sentiment_score":-0.18458697199821472}],"sentiment":"neutral","sentiment_score":-0.18411914706230165,"channel":1,"num_words":5,"start":45.605,"end":46.965},{"sentences":[{"text":"Before.","start":46.625,"end":47.125,"sentiment":"neutral","sentiment_score":-0.18337509036064148}],"sentiment":"neutral","sentiment_score":-0.18337509036064148,"channel":0,"num_words":1,"start":46.625,"end":47.125},{"sentences":[{"text":"I just it stopped working for no 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phone.","start":59.859997,"end":62.92,"sentiment":"neutral","sentiment_score":-0.1522102477028966},{"text":"Is there anyone else I can speak to apart from yourself?","start":62.979996,"end":65.479996,"sentiment":"neutral","sentiment_score":-0.08455392413518646}],"sentiment":"neutral","sentiment_score":-0.11304079721632757,"channel":1,"num_words":19,"start":59.859997,"end":65.479996},{"sentences":[{"text":"Actually, other representative is engaged with other customer.","start":68.555,"end":71.615,"sentiment":"neutral","sentiment_score":-0.08870875556021929},{"text":"Okay.","start":72.795,"end":73.295,"sentiment":"neutral","sentiment_score":0.04064206779003143},{"text":"But I can walk you through it.","start":73.435,"end":75.295,"sentiment":"neutral","sentiment_score":0.09628233313560486}],"sentiment":"neutral","sentiment_score":0.0003092722035944462,"channel":0,"num_words":16,"start":68.555,"end":75.295},{"sentences":[{"text":"Yes, 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router.","start":101.235,"end":107.23,"sentiment":"neutral","sentiment_score":0.026822249240734997}],"sentiment":"neutral","sentiment_score":0.021659273845263016,"channel":0,"num_words":39,"start":90.755,"end":107.23},{"sentences":[{"text":"Yep.","start":128.145,"end":128.645,"sentiment":"neutral","sentiment_score":0.053430359810590744}],"sentiment":"neutral","sentiment_score":0.053430359810590744,"channel":1,"num_words":1,"start":128.145,"end":128.645},{"sentences":[{"text":"So once you enter the IP address, it will ask you a username and password.","start":132.89001,"end":137.31001,"sentiment":"neutral","sentiment_score":0.0319863062351942},{"text":"Please use the one that is on the back of the router also, the login.","start":138.09001,"end":142.35,"sentiment":"neutral","sentiment_score":0.018038614094257353}],"sentiment":"neutral","sentiment_score":0.025012460164725782,"channel":0,"num_words":30,"start":132.89001,"end":142.35},{"sentences":[{"text":"It's asking me for new 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the PPPoE setting.","start":575.945,"end":577.96497,"sentiment":"neutral","sentiment_score":0.001678579137660563},{"text":"Mhmm.","start":582.48,"end":582.98,"sentiment":"neutral","sentiment_score":0.0009403580334037542},{"text":"Usually, under Internet or one setting, that's already entered at the router's interface.","start":583.12,"end":591.45996,"sentiment":"neutral","sentiment_score":-0.029945198733073015},{"text":"We're just double checking it because you're not you do not have the Internet connection.","start":591.51996,"end":598.065,"sentiment":"neutral","sentiment_score":-0.0731167403360208}],"sentiment":"neutral","sentiment_score":-0.04331927773241392,"channel":0,"num_words":34,"start":573.785,"end":598.065},{"sentences":[{"text":"No.","start":601.28503,"end":601.525,"sentiment":"neutral","sentiment_score":-0.08771759271621704},{"text":"I don't see that 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e.","start":700.16,"end":704.66,"sentiment":"neutral","sentiment_score":0.008127677523589227}],"sentiment":"neutral","sentiment_score":0.008320243077297859,"channel":1,"num_words":17,"start":699.83997,"end":704.66},{"sentences":[{"text":"Okay.","start":708.22504,"end":708.72504,"sentiment":"neutral","sentiment_score":0.03668592497706413},{"text":"Kindly double check the username and password if you entered it correctly.","start":710.305,"end":714.645,"sentiment":"neutral","sentiment_score":0.018944278980294865},{"text":"So there's","start":715.505,"end":717.41,"sentiment":"neutral","sentiment_score":0.018551613204181194}],"sentiment":"neutral","sentiment_score":0.020074699943264326,"channel":0,"num_words":15,"start":708.22504,"end":717.41},{"sentences":[{"text":"Yes.","start":717.04504,"end":717.365,"sentiment":"neutral","sentiment_score":0.033316921442747116},{"text":"I have 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now.","start":734.9,"end":736.84,"sentiment":"neutral","sentiment_score":0.05891307443380356}],"sentiment":"neutral","sentiment_score":0.03520655660675122,"channel":1,"num_words":13,"start":732.26,"end":736.84},{"sentences":[{"text":"Okay.","start":737.995,"end":738.47504,"sentiment":"neutral","sentiment_score":0.07832114398479462},{"text":"I'm seeing you're now online on your end.","start":738.47504,"end":740.955,"sentiment":"neutral","sentiment_score":0.14998242631554604},{"text":"Can you retry to use the Internet?","start":740.955,"end":742.575,"sentiment":"neutral","sentiment_score":0.06634596415928432},{"text":"Let's check if it's working now.","start":743.18,"end":745.04,"sentiment":"neutral","sentiment_score":0.10467043394843738}],"sentiment":"neutral","sentiment_score":0.10775567760521715,"channel":0,"num_words":22,"start":737.995,"end":745.04},{"sentences":[{"text":"Can you see if my Internet is online on your end?","start":745.945,"end":748.765,"sentiment":"neutral","sentiment_score":0.07734132050113245}],"sentiment":"neutral","sentiment_score":0.07734132050113245,"channel":1,"num_words":11,"start":745.945,"end":748.765},{"sentences":[{"text":"Yeah.","start":749.5,"end":749.82,"sentiment":"neutral","sentiment_score":0.0764256939291954},{"text":"It's online now.","start":749.82,"end":751.12,"sentiment":"neutral","sentiment_score":0.07491140564282735},{"text":"So I think the router has been resetted.","start":752.14,"end":754.8,"sentiment":"neutral","sentiment_score":-0.0026668958889786163}],"sentiment":"neutral","sentiment_score":0.02331872864548738,"channel":0,"num_words":12,"start":749.5,"end":754.8},{"sentences":[{"text":"Oh, yep.","start":755.86,"end":756.18,"sentiment":"neutral","sentiment_score":0.16377465426921844},{"text":"Yep.","start":756.18,"end":756.5,"sentiment":"neutral","sentiment_score":0.25055989623069763},{"text":"Internet's working 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a","start":762.105,"end":766.16284,"sentiment":"neutral","sentiment_score":0.2636958584189415}],"sentiment":"neutral","sentiment_score":0.2885613375239902,"channel":0,"num_words":18,"start":760.985,"end":766.16284},{"sentences":[{"text":"Yep.","start":766.15295,"end":766.5529,"sentiment":"neutral","sentiment_score":0.2890247702598572}],"sentiment":"neutral","sentiment_score":0.2890247702598572,"channel":1,"num_words":1,"start":766.15295,"end":766.5529},{"sentences":[{"text":"call anytime.","start":766.16284,"end":766.90283,"sentiment":"neutral","sentiment_score":0.19423718750476837}],"sentiment":"neutral","sentiment_score":0.19423718750476837,"channel":0,"num_words":2,"start":766.16284,"end":766.90283},{"sentences":[{"text":"Thank you so much for your help and good time today.","start":766.5529,"end":768.8129,"sentiment":"positive","sentiment_score":0.9022279273379933}],"sentiment":"positive","sentiment_score":0.9022279273379933,"channel":1,"num_words":11,"start":766.5529,"end":768.8129},{"sentences":[{"text":"Yeah.","start":769.68286,"end":770.0828,"sentiment":"positive","sentiment_score":0.6613227128982544},{"text":"You're welcome.","start":770.0828,"end":770.8229,"sentiment":"positive","sentiment_score":0.7220884561538696},{"text":"Anytime.","start":771.04285,"end":771.54285,"sentiment":"positive","sentiment_score":0.522260844707489}],"sentiment":"positive","sentiment_score":0.6569401174783707,"channel":0,"num_words":4,"start":769.68286,"end":771.54285},{"sentences":[{"text":"Yep.","start":771.3529,"end":771.5929,"sentiment":"positive","sentiment_score":0.3749196529388428},{"text":"Thank you.","start":771.5929,"end":772.2329,"sentiment":"positive","sentiment_score":0.6951310038566589},{"text":"Bye.","start":772.2329,"end":772.7329,"sentiment":"positive","sentiment_score":0.45598435401916504}],"sentiment":"positive","sentiment_score":0.5552915036678314,"channel":1,"num_words":4,"start":771.3529,"end":772.7329},{"sentences":[{"text":"Bye.","start":772.9628,"end":773.28284,"sentiment":"positive","sentiment_score":0.3790553510189056},{"text":"Have a great day.","start":773.28284,"end":773.9279,"sentiment":"positive","sentiment_score":0.5006160326302052}],"sentiment":"positive","sentiment_score":0.47630389630794523,"channel":0,"num_words":5,"start":772.9628,"end":773.9279}]},"summary":{"result":"success","short":"The customer is experiencing issues with their modem and internet provider service. The agent is trying to guide the customer through checking the PPPOE No and setting up a new password. The agent also helps the customer reset their router and provides instructions on how to access their internet setup."},"intents":{"segments":[{"text":"Can I reset the Internet again?","start_word":69,"end_word":74,"intents":[{"intent":"Reset internet","confidence_score":0.45382488}]},{"text":"So what I'm going to do is send you an email instruction on how to check the PPPOE No.","start_word":135,"end_word":153,"intents":[{"intent":"Get instruction on Pppeo","confidence_score":0.000048068916}]},{"text":"Are you available to log in to the router's interface right now? Yes.","start_word":197,"end_word":209,"intents":[{"intent":"Connect to router's interface","confidence_score":0.037068266}]},{"text":"So once you enter the IP address, it will ask you a username and password. Please use the one that is on the back of the router also, the login. It's asking me for new address. Is that the same address I use I mean, password? Have you changed the password before? No. Okay.","start_word":267,"end_word":320,"intents":[{"intent":"Provide password","confidence_score":0.029746218}]},{"text":"So the password at the back of your router should be the one usually, it's Admin or Do I log in with TP Link ID? Sorry?","start_word":321,"end_word":346,"intents":[{"intent":"Access website with tp link id","confidence_score":0.0000015207302}]},{"text":"So now it's asking for Internet setup, router mode. So I press enable ID. Enabled ID. Yes. It's asking for Internet setup. How about the connection type? Do I press the router mode or AP mode for operation mode?","start_word":488,"end_word":526,"intents":[{"intent":"Configure router mode","confidence_score":0.0031972665}]},{"text":"That's why we're checking the credentials if it match what's in our system. Am I going to send the credentials on this number instead?","start_word":697,"end_word":720,"intents":[{"intent":"Check credentials","confidence_score":0.21252021}]},{"text":"Am I going to send the credentials on this number instead?","start_word":709,"end_word":719,"intents":[{"intent":"Send credentials","confidence_score":0.88175166}]},{"text":"I do see Internet connection set up. Mhmm. Yeah.","start_word":810,"end_word":818,"intents":[{"intent":"Set up internet connection","confidence_score":0.17174025}]},{"text":"So I'm typing the username and password, and I'll change it to p p r e. Okay.","start_word":859,"end_word":875,"intents":[{"intent":"Change password","confidence_score":0.049775925}]},{"text":"I'm seeing you're now online on your end. Can you retry to use the Internet?","start_word":934,"end_word":948,"intents":[{"intent":"Use router","confidence_score":0.00020948186},{"intent":"Retry internet","confidence_score":0.36948466}]},{"text":"I'm seeing you're now online on your end. Can you retry to use the Internet? Let's check if it's working now. Can you see if my Internet is online on your end? Yeah.","start_word":934,"end_word":966,"intents":[{"intent":"Have troubleshoot internet","confidence_score":0.0002495916}]},{"text":"Can you see if my Internet is online on your end? Yeah.","start_word":955,"end_word":966,"intents":[{"intent":"Get internet status","confidence_score":0.0007768832}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1651938259601593},{"text":"Good morning. This is Maureen.","start_word":1,"end_word":5,"sentiment":"positive","sentiment_score":0.3778454661369324},{"text":"This is Anna again. Yeah. Yes. Hello? So I've just called a super net network, and I've told them to check my modem, to check my MAC address. They've told me that everything on their end is working fine, and there was no issue, and there were issue in the Internet provider service. K. Is there anything that we can do about this? Can I reset the Internet again? Is there anything you can do to refresh it? Because I really need to work. Both ends is telling me that the Internet works fine. Mhmm. Okay. Have you pressed anything with the router before? Sorry? Did you press anything to the from the router? No. I didn't press anything. Before.","start_word":6,"end_word":125,"sentiment":"neutral","sentiment_score":0.013941851444542408},{"text":"I just it stopped working for no reason.","start_word":126,"end_word":133,"sentiment":"negative","sentiment_score":-0.33440962433815},{"text":"Okay. So what I'm going to do is send you an email instruction on how to check the PPPOE No. No. I credential. need you to tell me through the phone. Is there anyone else I can speak to apart from yourself? Actually, other representative is engaged with other customer. Okay. But I can walk you through it. Yes, please. Are you okay. Are you available to log in to the router's interface right now? Yes. Do you have your laptop or computer? I don't have a laptop or computer at my house. Okay. Kindly connect your computer to the network even though it has no Internet connection for us to access the router's interface. Then open a browser and type in the IP address printed at the back of your router. Yep. So once you enter the IP address, it will ask you a username and password. Please use the one that is on the back of the router also, the login. It's asking me for new address. Is that the same address I use I mean, password? Have you changed the password before? No. Okay. So the password at the back of your router should be the one usually, it's Admin or Do I log in with TP Link ID? Sorry? My login. Mhmm. Do you know what my login is? Is there a username at the back of the router? No. But there's an there's a IP address? Is it SSID? No. That's the network name. No. I don't see your IP address. How about a default access? Like a link. Yes. I do see the default address, but it's just a barcode. There's no, like, HTTP where Yes. like, a link. Okay. Yep. I'm in. So what do I do now? Okay. Now look for the PPPoE settings option, usually under Internet or one settings. Just send me quick setup. And what is it asking you? Quick setup just for my region and my time zone. Okay. Can you set it up? Then once you're in the connection type, let me know when it asks you a connection type. Yep. So now it's asking for Internet setup, router mode. So I press enable ID. Enabled ID. Yes. It's asking for Internet setup. How about the connection type? Do I press the router mode or AP mode for operation mode? Can you skip that one? Just leave it as it is, or you need to select one? It says Internet not connected. Please check the one for it's properly connected. Is the yellow cable connected to the one port at the back of your router, w a n port? Yes. It is. Yeah. Have you seen the PPPoE settings? No. Usually, under Internet setting or one, w a n settings. Because we need to check the PPPoE username and password if it's correct. If Yeah. it match mhmm. If it match what's on our system for you to Yes. Correct. exit. It does match. Okay. Can you screenshot that one, please, for us to have a reference? Yes. I can. Okay. Do you have a copy of the u username, correct username and password? I can send Yes. it to you now by SMS for you to double check. Yep. Okay. Hang on. It says connection status is I'm disconnected. sorry? It mentions that connection status is disconnected. Yeah. That's why we're checking the credentials if it match what's in our system. Am I going to send the credentials on this number instead? Yes, please. Okay. Hang on. There you go. Yes. So it should be the p p p o u username as the 00001003@airtel.net.eu. And for the password, it should be Air12301 Where do I type Two that zero in? 3. At the PPPoE setting. Mhmm. Usually, under Internet or one setting, that's already entered at the router's interface. We're just double checking it because you're not you do not have the Internet connection. No. I don't see that anywhere. But can you see a Internet setting or one WAN settings? I do see Internet connection set up. Mhmm. Yeah. And please select PPPoE for the connection type. Yep. And username, I dot dot ai. Yeah. There's no username and password entered? Yep. Once again, I'm entering in the password now. Okay. I think the routers has been reset. Yep. So I'm typing the username and password, and I'll change it to p p r e. Okay. Kindly double check the username and password if you entered it correctly. So there's Yes. I have tested. no username and password entered? Yes. I've entered it. There's usually a password I've already entered it, and I saved it. Okay. Does it say successful? It just says saved, and it says connected. Internet status is connected now. Okay. I'm seeing you're now online on your end. Can you retry to use the Internet? Let's check if it's working now. Can you see if my Internet is online on your end? Yeah. It's online now. So I think the router has been resetted. Oh, yep. Yep. Internet's working now. Okay.","start_word":134,"end_word":984,"sentiment":"neutral","sentiment_score":0.007637689065201302},{"text":"Okay. Great. Yeah.","start_word":985,"end_word":987,"sentiment":"positive","sentiment_score":0.47820934653282166},{"text":"If you run into any issues or have more questions, feel free to give us a Yep. call anytime.","start_word":988,"end_word":1006,"sentiment":"neutral","sentiment_score":0.2677658200263977},{"text":"Thank you so much for your help and good time today. Yeah. You're welcome. Anytime. Yep. Thank you. Bye. Bye. Have a great day.","start_word":1007,"end_word":1030,"sentiment":"positive","sentiment_score":0.6766353845596313}],"average":{"sentiment":"neutral","sentiment_score":0.03397580399648017}}}}