{"metadata":{"transaction_key":"deprecated","request_id":"019ddd47-fb55-78e3-8688-cbdc73060442","sha256":"b4e6f83a42093b6fbf19d8a1bb3bbd6eef9de041edcc523f4f09ae3a92389045","created":"2026-04-30T07:26:16.713Z","duration":135.86394,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":417,"output_tokens":69},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":443,"output_tokens":443},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":443,"output_tokens":12}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good afternoon. This is Maureen from Erta tech support. Am I speaking with Rishi? Yeah. Just wanted to check-in because we noticed that your Internet service is offline right now. Just wanted to check if you're experiencing any technical issues or if you need any assistance with your service today. Okay. May I know since when it happened? Mhmm. Okay. I see. Have you spoke with other representative regarding this, or this is the first time? So you're having an intermittent Internet connection? Okay. Are you on the with the router right now? Okay. When you got home, is it okay if we do a full power cycle with the router? This is like a deeper reboot. Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Yeah. So another step in your account, because we also did reboot just now the Internet connection to the address. And for it to work, you need to do the power cycle on your end. 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","confidence":0.99853516,"words":[{"word":"hello","start":3.9199998,"end":4.42,"confidence":0.9885254,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.062322765588760376},{"word":"good","start":4.64,"end":4.96,"confidence":0.7480469,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.28114548325538635},{"word":"afternoon","start":4.96,"end":5.46,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.21535196900367737},{"word":"this","start":5.52,"end":5.7599998,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.15399129688739777},{"word":"is","start":5.7599998,"end":5.92,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.1547699123620987},{"word":"maureen","start":5.92,"end":6.42,"confidence":0.953125,"punctuated_word":"Maureen","sentiment":"neutral","sentiment_score":0.21990391612052915},{"word":"from","start":6.64,"end":7.12,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.14322908222675323},{"word":"erta","start":7.12,"end":7.52,"confidence":0.58361816,"punctuated_word":"Erta","sentiment":"neutral","sentiment_score":0.16542664170265198},{"word":"tech","start":7.52,"end":7.8399997,"confidence":0.9116211,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.22045670449733737},{"word":"support","start":7.8399997,"end":8.34,"confidence":1.0,"punctuated_word":"support.","sentiment":"neutral","sentiment_score":0.17205920815467834},{"word":"am","start":8.639999,"end":8.88,"confidence":0.99902344,"punctuated_word":"Am","sentiment":"neutral","sentiment_score":0.09730494022369383},{"word":"i","start":8.88,"end":8.96,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.029297981411218643},{"word":"speaking","start":8.96,"end":9.28,"confidence":1.0,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":0.027768878266215324},{"word":"with","start":9.28,"end":9.599999,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.03388592600822449},{"word":"rishi","start":9.599999,"end":10.099999,"confidence":0.5364583,"punctuated_word":"Rishi?","sentiment":"neutral","sentiment_score":0.04609420523047447},{"word":"yeah","start":12.655,"end":12.974999,"confidence":0.9785156,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.005887005478143692},{"word":"just","start":12.974999,"end":13.215,"confidence":0.5527344,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.0642021968960762},{"word":"wanted","start":13.215,"end":13.455,"confidence":0.99902344,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":-0.04975055903196335},{"word":"to","start":13.455,"end":13.695,"confidence":0.9980469,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.04588362202048302},{"word":"check-in","start":13.695,"end":14.094999,"confidence":0.98339844,"punctuated_word":"check-in","sentiment":"neutral","sentiment_score":-0.02633914351463318},{"word":"because","start":14.094999,"end":14.495,"confidence":0.8256836,"punctuated_word":"because","sentiment":"neutral","sentiment_score":-0.058890778571367264},{"word":"we","start":14.495,"end":14.735,"confidence":0.96875,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.06677377223968506},{"word":"noticed","start":14.735,"end":15.215,"confidence":0.98828125,"punctuated_word":"noticed","sentiment":"neutral","sentiment_score":-0.04644544795155525},{"word":"that","start":15.215,"end":15.715,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.08943995833396912},{"word":"your","start":17.135,"end":17.455,"confidence":0.9892578,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.09434990584850313},{"word":"internet","start":17.455,"end":17.955,"confidence":0.9707031,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.090658999979496},{"word":"service","start":18.015,"end":18.335,"confidence":0.984375,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.1418793797492981},{"word":"is","start":18.335,"end":18.575,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.1374795138835907},{"word":"offline","start":18.575,"end":18.975,"confidence":0.9951172,"punctuated_word":"offline","sentiment":"neutral","sentiment_score":-0.0956408679485321},{"word":"right","start":18.975,"end":19.215,"confidence":1.0,"punctuated_word":"right","sentiment":"neutral","sentiment_score":-0.11801904439926147},{"word":"now","start":19.215,"end":19.715,"confidence":0.99853516,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":-0.12341265380382538},{"word":"just","start":20.735,"end":20.974998,"confidence":0.7758789,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.03158443048596382},{"word":"wanted","start":20.974998,"end":21.215,"confidence":1.0,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":-0.017561372369527817},{"word":"to","start":21.215,"end":21.375,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.01809653267264366},{"word":"check","start":21.375,"end":21.615,"confidence":1.0,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.022898077964782715},{"word":"if","start":21.615,"end":21.775,"confidence":1.0,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.004620175808668137},{"word":"you're","start":21.775,"end":22.015,"confidence":0.9995117,"punctuated_word":"you're","sentiment":"neutral","sentiment_score":0.00960531085729599},{"word":"experiencing","start":22.015,"end":22.515,"confidence":1.0,"punctuated_word":"experiencing","sentiment":"neutral","sentiment_score":-0.01836889237165451},{"word":"any","start":22.654999,"end":22.895,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":-0.00008297711610794067},{"word":"technical","start":22.895,"end":23.375,"confidence":1.0,"punctuated_word":"technical","sentiment":"neutral","sentiment_score":-0.005242705345153809},{"word":"issues","start":23.375,"end":23.775,"confidence":1.0,"punctuated_word":"issues","sentiment":"neutral","sentiment_score":-0.04024700075387955},{"word":"or","start":23.775,"end":23.935,"confidence":0.94628906,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.03337804973125458},{"word":"if","start":23.935,"end":24.095,"confidence":1.0,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.01457318663597107},{"word":"you","start":24.095,"end":24.255,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.017375659197568893},{"word":"need","start":24.255,"end":24.415,"confidence":1.0,"punctuated_word":"need","sentiment":"neutral","sentiment_score":-0.0011564455926418304},{"word":"any","start":24.415,"end":24.735,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.01033637672662735},{"word":"assistance","start":24.735,"end":25.235,"confidence":1.0,"punctuated_word":"assistance","sentiment":"neutral","sentiment_score":-0.01117999479174614},{"word":"with","start":25.72,"end":25.96,"confidence":0.9970703,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.011863965541124344},{"word":"your","start":25.96,"end":26.46,"confidence":0.99902344,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.014562547206878662},{"word":"service","start":30.84,"end":31.34,"confidence":0.9902344,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.27015045285224915},{"word":"today","start":34.36,"end":34.86,"confidence":0.8149414,"punctuated_word":"today.","sentiment":"neutral","sentiment_score":-0.2071407437324524},{"word":"okay","start":41.235,"end":41.715,"confidence":0.89697266,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.05456343665719032},{"word":"may","start":41.715,"end":41.875,"confidence":0.83203125,"punctuated_word":"May","sentiment":"neutral","sentiment_score":-0.028524508699774746},{"word":"i","start":41.875,"end":41.955,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.03566694259643555},{"word":"know","start":41.955,"end":42.115,"confidence":0.99902344,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.03796093910932541},{"word":"since","start":42.115,"end":42.435,"confidence":0.9951172,"punctuated_word":"since","sentiment":"neutral","sentiment_score":-0.03434904292225838},{"word":"when","start":42.435,"end":42.595,"confidence":0.98828125,"punctuated_word":"when","sentiment":"neutral","sentiment_score":-0.029035659506917},{"word":"it","start":42.595,"end":42.835,"confidence":0.9970703,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.02371947094798088},{"word":"happened","start":42.835,"end":43.335,"confidence":0.9797363,"punctuated_word":"happened?","sentiment":"neutral","sentiment_score":-0.018934860825538635},{"word":"mhmm","start":55.05,"end":55.55,"confidence":0.958374,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.24670566618442535},{"word":"okay","start":63.61,"end":63.93,"confidence":0.88916016,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.0694938376545906},{"word":"i","start":63.93,"end":64.01,"confidence":0.99316406,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.04937297850847244},{"word":"see","start":64.01,"end":64.51,"confidence":1.0,"punctuated_word":"see.","sentiment":"neutral","sentiment_score":-0.04936538636684418},{"word":"have","start":65.29,"end":65.53,"confidence":0.8154297,"punctuated_word":"Have","sentiment":"neutral","sentiment_score":-0.03182077407836914},{"word":"you","start":65.53,"end":65.69,"confidence":0.9819336,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.027105912566185},{"word":"spoke","start":65.69,"end":66.01,"confidence":0.99316406,"punctuated_word":"spoke","sentiment":"neutral","sentiment_score":-0.006105285137891769},{"word":"with","start":66.01,"end":66.25,"confidence":0.99902344,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.023891953751444817},{"word":"other","start":66.25,"end":66.49,"confidence":0.9902344,"punctuated_word":"other","sentiment":"neutral","sentiment_score":-0.011149898171424866},{"word":"representative","start":66.49,"end":66.99,"confidence":0.7792969,"punctuated_word":"representative","sentiment":"neutral","sentiment_score":-0.00010765716433525084},{"word":"regarding","start":67.369995,"end":67.77,"confidence":1.0,"punctuated_word":"regarding","sentiment":"neutral","sentiment_score":0.00010039098560810088},{"word":"this","start":67.77,"end":68.01,"confidence":0.77368164,"punctuated_word":"this,","sentiment":"neutral","sentiment_score":0.0013965722173452375},{"word":"or","start":68.01,"end":68.33,"confidence":1.0,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.009489517658948898},{"word":"this","start":68.33,"end":68.49,"confidence":0.8310547,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.005382873117923737},{"word":"is","start":68.49,"end":68.65,"confidence":0.99316406,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.001336369663476944},{"word":"the","start":68.65,"end":68.81,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.00665055587887764},{"word":"first","start":68.81,"end":69.05,"confidence":1.0,"punctuated_word":"first","sentiment":"neutral","sentiment_score":-0.020978566259145737},{"word":"time","start":69.05,"end":69.525,"confidence":0.9995117,"punctuated_word":"time?","sentiment":"neutral","sentiment_score":-0.015589049085974692},{"word":"so","start":77.445,"end":77.685,"confidence":0.8535156,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.11559893190860748},{"word":"you're","start":77.685,"end":77.925,"confidence":0.9980469,"punctuated_word":"you're","sentiment":"neutral","sentiment_score":-0.09871430695056917},{"word":"having","start":77.925,"end":78.245,"confidence":1.0,"punctuated_word":"having","sentiment":"neutral","sentiment_score":-0.10725095868110655},{"word":"an","start":78.245,"end":78.485,"confidence":0.97265625,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.09865626692771912},{"word":"intermittent","start":78.485,"end":78.985,"confidence":0.9980469,"punctuated_word":"intermittent","sentiment":"neutral","sentiment_score":-0.12499357759952544},{"word":"internet","start":79.205,"end":79.685,"confidence":0.9760742,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.17169985175132751},{"word":"connection","start":79.685,"end":80.185,"confidence":0.9890137,"punctuated_word":"connection?","sentiment":"neutral","sentiment_score":-0.13135284185409546},{"word":"okay","start":90.64,"end":91.14,"confidence":0.87353516,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.002524368464946747},{"word":"are","start":92.079994,"end":92.24,"confidence":0.84716797,"punctuated_word":"Are","sentiment":"neutral","sentiment_score":-0.004504313692450523},{"word":"you","start":92.24,"end":92.479996,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.0023773200809955597},{"word":"on","start":92.479996,"end":92.64,"confidence":1.0,"punctuated_word":"on","sentiment":"neutral","sentiment_score":-0.002760842442512512},{"word":"the","start":92.64,"end":93.04,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.002506820484995842},{"word":"with","start":93.439995,"end":93.6,"confidence":0.99609375,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.000554453581571579},{"word":"the","start":93.6,"end":93.759995,"confidence":0.9716797,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0030092038214206696},{"word":"router","start":93.759995,"end":94.159996,"confidence":0.99902344,"punctuated_word":"router","sentiment":"neutral","sentiment_score":-0.010735508054494858},{"word":"right","start":94.159996,"end":94.399994,"confidence":1.0,"punctuated_word":"right","sentiment":"neutral","sentiment_score":0.005662679672241211},{"word":"now","start":94.399994,"end":94.899994,"confidence":1.0,"punctuated_word":"now?","sentiment":"neutral","sentiment_score":-0.008897406049072742},{"word":"okay","start":98.08,"end":98.475,"confidence":0.9604492,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.012841027230024338},{"word":"when","start":99.034996,"end":99.275,"confidence":0.98291016,"punctuated_word":"When","sentiment":"neutral","sentiment_score":-0.002295970916748047},{"word":"you","start":99.275,"end":99.354996,"confidence":0.9980469,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.005558028817176819},{"word":"got","start":99.354996,"end":99.674995,"confidence":0.9941406,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.0012403838336467743},{"word":"home","start":99.674995,"end":100.174995,"confidence":0.9970703,"punctuated_word":"home,","sentiment":"neutral","sentiment_score":0.00818055309355259},{"word":"is","start":100.314995,"end":100.475,"confidence":0.9716797,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.0032387711107730865},{"word":"it","start":100.475,"end":100.634995,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.025474417954683304},{"word":"okay","start":100.634995,"end":100.795,"confidence":1.0,"punctuated_word":"okay","sentiment":"neutral","sentiment_score":0.007491666823625565},{"word":"if","start":100.795,"end":101.034996,"confidence":0.9980469,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.008505918085575104},{"word":"we","start":101.034996,"end":101.115,"confidence":0.53466797,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.008422456681728363},{"word":"do","start":101.115,"end":101.275,"confidence":1.0,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.030184846371412277},{"word":"a","start":101.275,"end":101.435,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.005621511489152908},{"word":"full","start":101.435,"end":101.755,"confidence":1.0,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.00008963048458099365},{"word":"power","start":101.755,"end":102.075,"confidence":1.0,"punctuated_word":"power","sentiment":"neutral","sentiment_score":-0.02517685294151306},{"word":"cycle","start":102.075,"end":102.475,"confidence":1.0,"punctuated_word":"cycle","sentiment":"neutral","sentiment_score":-0.017583858221769333},{"word":"with","start":102.475,"end":102.634995,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.03517482057213783},{"word":"the","start":102.634995,"end":102.715,"confidence":0.9589844,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.032159674912691116},{"word":"router","start":102.715,"end":103.215,"confidence":0.99853516,"punctuated_word":"router?","sentiment":"neutral","sentiment_score":-0.03640889376401901},{"word":"this","start":103.994995,"end":104.235,"confidence":0.98291016,"punctuated_word":"This","sentiment":"neutral","sentiment_score":-0.12273750454187392},{"word":"is","start":104.235,"end":104.475,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.11575774103403091},{"word":"like","start":104.475,"end":104.955,"confidence":0.6040039,"punctuated_word":"like","sentiment":"neutral","sentiment_score":-0.05744638293981552},{"word":"a","start":104.955,"end":105.195,"confidence":0.96533203,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.05626805126667023},{"word":"deeper","start":105.195,"end":105.674995,"confidence":0.98828125,"punctuated_word":"deeper","sentiment":"neutral","sentiment_score":-0.05349327623844147},{"word":"reboot","start":105.674995,"end":106.174995,"confidence":0.95288086,"punctuated_word":"reboot.","sentiment":"neutral","sentiment_score":-0.08033113926649094},{"word":"please","start":107.515,"end":107.835,"confidence":0.9970703,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":-0.08177857100963593},{"word":"unplug","start":107.835,"end":108.315,"confidence":1.0,"punctuated_word":"unplug","sentiment":"neutral","sentiment_score":-0.05778386816382408},{"word":"the","start":108.315,"end":108.475,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.04045158624649048},{"word":"router","start":108.475,"end":108.975,"confidence":0.9460449,"punctuated_word":"router.","sentiment":"neutral","sentiment_score":-0.03996175155043602},{"word":"keep","start":109.115,"end":109.275,"confidence":0.9980469,"punctuated_word":"Keep","sentiment":"neutral","sentiment_score":-0.050580427050590515},{"word":"it","start":109.275,"end":109.435,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.0017063096165657043},{"word":"unplugged","start":109.435,"end":109.915,"confidence":0.99088544,"punctuated_word":"unplugged","sentiment":"neutral","sentiment_score":-0.03161890059709549},{"word":"for","start":109.915,"end":110.155,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.03561587631702423},{"word":"twenty","start":110.155,"end":110.475,"confidence":1.0,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":-0.03292073309421539},{"word":"minutes","start":110.475,"end":110.975,"confidence":0.9970703,"punctuated_word":"minutes.","sentiment":"neutral","sentiment_score":-0.03203902393579483},{"word":"after","start":111.38,"end":111.619995,"confidence":0.99902344,"punctuated_word":"After","sentiment":"neutral","sentiment_score":-0.03582872077822685},{"word":"that","start":111.619995,"end":111.939995,"confidence":0.9995117,"punctuated_word":"that,","sentiment":"neutral","sentiment_score":-0.006827270612120628},{"word":"plug","start":111.939995,"end":112.18,"confidence":0.99609375,"punctuated_word":"plug","sentiment":"neutral","sentiment_score":0.0010607540607452393},{"word":"it","start":112.18,"end":112.34,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.01929853856563568},{"word":"back","start":112.34,"end":112.5,"confidence":1.0,"punctuated_word":"back","sentiment":"neutral","sentiment_score":0.01071874052286148},{"word":"in","start":112.5,"end":112.659996,"confidence":0.99902344,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.019214991480112076},{"word":"and","start":112.659996,"end":112.74,"confidence":0.9614258,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.0017308667302131653},{"word":"check","start":112.74,"end":112.979996,"confidence":1.0,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.01618434488773346},{"word":"your","start":112.979996,"end":113.14,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.010143384337425232},{"word":"internet","start":113.14,"end":113.619995,"confidence":0.99316406,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.04505693539977074},{"word":"connection","start":113.619995,"end":114.119995,"confidence":1.0,"punctuated_word":"connection.","sentiment":"neutral","sentiment_score":-0.027712564915418625},{"word":"yeah","start":115.86,"end":116.259995,"confidence":0.9975586,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.04289695993065834},{"word":"so","start":116.259995,"end":116.759995,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.03812646120786667},{"word":"another","start":116.82,"end":117.22,"confidence":0.4543457,"punctuated_word":"another","sentiment":"neutral","sentiment_score":0.06786549091339111},{"word":"step","start":117.22,"end":117.46,"confidence":0.9941406,"punctuated_word":"step","sentiment":"neutral","sentiment_score":0.07899266481399536},{"word":"in","start":117.46,"end":117.54,"confidence":0.9980469,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.08519026637077332},{"word":"your","start":117.54,"end":117.78,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.09903431683778764},{"word":"account","start":117.78,"end":118.1,"confidence":0.7064209,"punctuated_word":"account,","sentiment":"neutral","sentiment_score":0.0837022215127945},{"word":"because","start":118.1,"end":118.34,"confidence":0.99609375,"punctuated_word":"because","sentiment":"neutral","sentiment_score":0.07592473924160004},{"word":"we","start":118.34,"end":118.5,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.07216370105743408},{"word":"also","start":118.5,"end":118.82,"confidence":1.0,"punctuated_word":"also","sentiment":"neutral","sentiment_score":0.06475163996219635},{"word":"did","start":118.82,"end":119.32,"confidence":1.0,"punctuated_word":"did","sentiment":"neutral","sentiment_score":0.0633702501654625},{"word":"reboot","start":120.1,"end":120.6,"confidence":0.77978516,"punctuated_word":"reboot","sentiment":"neutral","sentiment_score":0.049086280167102814},{"word":"just","start":120.899994,"end":121.14,"confidence":0.9506836,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.03246124088764191},{"word":"now","start":121.14,"end":121.619995,"confidence":1.0,"punctuated_word":"now","sentiment":"neutral","sentiment_score":0.052103191614151},{"word":"the","start":121.619995,"end":121.939995,"confidence":0.9526367,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.023654386401176453},{"word":"internet","start":121.939995,"end":122.42,"confidence":0.9980469,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.01781345158815384},{"word":"connection","start":122.42,"end":122.899994,"confidence":1.0,"punctuated_word":"connection","sentiment":"neutral","sentiment_score":0.02103569358587265},{"word":"to","start":122.899994,"end":123.06,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.04052520543336868},{"word":"the","start":123.06,"end":123.22,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.04914333298802376},{"word":"address","start":123.22,"end":123.72,"confidence":0.82250977,"punctuated_word":"address.","sentiment":"neutral","sentiment_score":0.05184080824255943},{"word":"and","start":124.275,"end":124.51501,"confidence":0.99902344,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.07188424468040466},{"word":"for","start":124.51501,"end":124.755005,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.05074317753314972},{"word":"it","start":124.755005,"end":124.915,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.09088090807199478},{"word":"to","start":124.915,"end":125.075005,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.07455472648143768},{"word":"work","start":125.075005,"end":125.555,"confidence":0.99853516,"punctuated_word":"work,","sentiment":"neutral","sentiment_score":0.07047998905181885},{"word":"you","start":125.555,"end":125.795006,"confidence":0.7109375,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.026893429458141327},{"word":"need","start":125.795006,"end":126.035,"confidence":1.0,"punctuated_word":"need","sentiment":"neutral","sentiment_score":0.02863224595785141},{"word":"to","start":126.035,"end":126.19501,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.024283699691295624},{"word":"do","start":126.19501,"end":126.355,"confidence":1.0,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.01290033757686615},{"word":"the","start":126.355,"end":126.855,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.028162389993667603},{"word":"power","start":127.235,"end":127.635,"confidence":0.5439453,"punctuated_word":"power","sentiment":"neutral","sentiment_score":0.02545684576034546},{"word":"cycle","start":127.635,"end":127.955,"confidence":0.9902344,"punctuated_word":"cycle","sentiment":"neutral","sentiment_score":0.03771860525012016},{"word":"on","start":127.955,"end":128.115,"confidence":0.9980469,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.047573089599609375},{"word":"your","start":128.115,"end":128.27501,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.05646754056215286},{"word":"end","start":128.27501,"end":128.77501,"confidence":0.99853516,"punctuated_word":"end.","sentiment":"neutral","sentiment_score":0.04313786327838898},{"word":"and","start":129.155,"end":129.55501,"confidence":0.99902344,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.005610182881355286},{"word":"if","start":129.55501,"end":129.715,"confidence":0.9970703,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.07635228335857391},{"word":"the","start":129.715,"end":129.875,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.10265644639730452},{"word":"issue","start":129.875,"end":130.115,"confidence":0.99902344,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.0891672670841217},{"word":"is","start":130.115,"end":130.195,"confidence":0.9560547,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.11438581347465517},{"word":"still","start":130.195,"end":130.435,"confidence":1.0,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.15998142957687378},{"word":"there","start":130.435,"end":130.835,"confidence":1.0,"punctuated_word":"there","sentiment":"neutral","sentiment_score":-0.1929745972156525},{"word":"after","start":130.835,"end":131.075,"confidence":0.9941406,"punctuated_word":"after","sentiment":"neutral","sentiment_score":-0.1852613389492035},{"word":"the","start":131.075,"end":131.475,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.18404024839401245},{"word":"twenty","start":131.475,"end":131.795,"confidence":1.0,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":-0.09924502670764924},{"word":"minute","start":131.795,"end":132.115,"confidence":0.99902344,"punctuated_word":"minute","sentiment":"neutral","sentiment_score":-0.14726769924163818},{"word":"wait","start":132.115,"end":132.615,"confidence":0.9995117,"punctuated_word":"wait,","sentiment":"neutral","sentiment_score":-0.13489460945129397},{"word":"please","start":132.91501,"end":133.155,"confidence":0.9921875,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.13978822529315948},{"word":"don't","start":133.155,"end":133.315,"confidence":0.9995117,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.04578203707933426},{"word":"hesitate","start":133.315,"end":133.795,"confidence":1.0,"punctuated_word":"hesitate","sentiment":"neutral","sentiment_score":-0.039456307888031006},{"word":"to","start":133.795,"end":133.955,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.0651654303073883},{"word":"call","start":133.955,"end":134.115,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":-0.05757935345172882},{"word":"us","start":134.115,"end":134.27501,"confidence":1.0,"punctuated_word":"us","sentiment":"neutral","sentiment_score":-0.02321872115135193},{"word":"back","start":134.27501,"end":134.595,"confidence":0.99902344,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.02416929602622986},{"word":"so","start":134.595,"end":134.835,"confidence":0.97509766,"punctuated_word":"so","sentiment":"neutral","sentiment_score":0.013371199369430542},{"word":"we","start":134.835,"end":134.91501,"confidence":0.99902344,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.006624191999435425},{"word":"can","start":134.91501,"end":135.075,"confidence":0.99902344,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.044476740062236786},{"word":"continue","start":135.075,"end":135.55501,"confidence":0.99902344,"punctuated_word":"continue","sentiment":"neutral","sentiment_score":0.09692911058664322},{"word":"with","start":135.55501,"end":135.86394,"confidence":0.9770508,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.03082558512687683}],"paragraphs":{"transcript":"\nHello. Good afternoon. This is Maureen from Erta tech support. Am I speaking with Rishi? Yeah.\n\nJust wanted to check-in because we noticed that your Internet service is offline right now. Just wanted to check if you're experiencing any technical issues or if you need any assistance with your service today. Okay. May I know since when it happened? Mhmm.\n\nOkay. I see. Have you spoke with other representative regarding this, or this is the first time? So you're having an intermittent Internet connection? Okay.\n\nAre you on the with the router right now? Okay. When you got home, is it okay if we do a full power cycle with the router? This is like a deeper reboot. Please unplug the router.\n\nKeep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Yeah. So another step in your account, because we also did reboot just now the Internet connection to the address. And for it to work, you need to do the power cycle on your end.\n\nAnd if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with","paragraphs":[{"sentences":[{"text":"Hello.","start":3.9199998,"end":4.42,"sentiment":"neutral","sentiment_score":0.062322765588760376},{"text":"Good afternoon.","start":4.64,"end":5.46,"sentiment":"neutral","sentiment_score":0.24824872612953186},{"text":"This is Maureen from Erta tech support.","start":5.52,"end":8.34,"sentiment":"neutral","sentiment_score":0.1756909659930638},{"text":"Am I speaking with Rishi?","start":8.639999,"end":10.099999,"sentiment":"neutral","sentiment_score":0.046870386227965355},{"text":"Yeah.","start":12.655,"end":12.974999,"sentiment":"neutral","sentiment_score":-0.005887005478143692}],"sentiment":"neutral","sentiment_score":0.1260701190913096,"num_words":16,"start":3.9199998,"end":12.974999},{"sentences":[{"text":"Just wanted to check-in because we noticed that your Internet service is offline right now.","start":12.974999,"end":19.715,"sentiment":"neutral","sentiment_score":-0.08327772294481596},{"text":"Just wanted to check if you're experiencing any technical issues or if you need any assistance with your service today.","start":20.735,"end":34.86,"sentiment":"neutral","sentiment_score":-0.026722561195492746},{"text":"Okay.","start":41.235,"end":41.715,"sentiment":"neutral","sentiment_score":-0.05456343665719032},{"text":"May I know since when it happened?","start":41.715,"end":43.335,"sentiment":"neutral","sentiment_score":-0.029741632086890086},{"text":"Mhmm.","start":55.05,"end":55.55,"sentiment":"neutral","sentiment_score":-0.24670566618442535}],"sentiment":"neutral","sentiment_score":-0.052115399898453194,"num_words":44,"start":12.974999,"end":55.55},{"sentences":[{"text":"Okay.","start":63.61,"end":63.93,"sentiment":"neutral","sentiment_score":-0.0694938376545906},{"text":"I see.","start":63.93,"end":64.51,"sentiment":"neutral","sentiment_score":-0.04936918243765831},{"text":"Have you spoke with other representative regarding this, or this is the first time?","start":65.29,"end":69.525,"sentiment":"neutral","sentiment_score":-0.009169047698378563},{"text":"So you're having an intermittent Internet connection?","start":77.445,"end":80.185,"sentiment":"neutral","sentiment_score":-0.12118096223899297},{"text":"Okay.","start":90.64,"end":91.14,"sentiment":"neutral","sentiment_score":-0.002524368464946747}],"sentiment":"neutral","sentiment_score":-0.04589559897780418,"num_words":25,"start":63.61,"end":91.14},{"sentences":[{"text":"Are you on the with the router right now?","start":92.079994,"end":94.899994,"sentiment":"neutral","sentiment_score":-0.002629420099159082},{"text":"Okay.","start":98.08,"end":98.475,"sentiment":"neutral","sentiment_score":-0.012841027230024338},{"text":"When you got home, is it okay if we do a full power cycle with the router?","start":99.034996,"end":103.215,"sentiment":"neutral","sentiment_score":-0.008638020057012053},{"text":"This is like a deeper reboot.","start":103.994995,"end":106.174995,"sentiment":"neutral","sentiment_score":-0.08100568254788716},{"text":"Please unplug the router.","start":107.515,"end":108.975,"sentiment":"neutral","sentiment_score":-0.054993944242596626}],"sentiment":"neutral","sentiment_score":-0.024036811387820822,"num_words":37,"start":92.079994,"end":108.975},{"sentences":[{"text":"Keep it unplugged for twenty minutes.","start":109.115,"end":110.975,"sentiment":"neutral","sentiment_score":-0.03074687843521436},{"text":"After that, plug it back in and check your Internet connection.","start":111.38,"end":114.119995,"sentiment":"neutral","sentiment_score":-0.008471914821050384},{"text":"Yeah.","start":115.86,"end":116.259995,"sentiment":"neutral","sentiment_score":0.04289695993065834},{"text":"So another step in your account, because we also did reboot just now the Internet connection to the address.","start":116.259995,"end":123.72,"sentiment":"neutral","sentiment_score":0.05427149683237076},{"text":"And for it to work, you need to do the power cycle on your end.","start":124.275,"end":128.77501,"sentiment":"neutral","sentiment_score":0.04598460619648297}],"sentiment":"neutral","sentiment_score":0.02857984921250206,"num_words":52,"start":109.115,"end":128.77501},{"sentences":[{"text":"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","start":129.155,"end":135.86394,"sentiment":"neutral","sentiment_score":-0.07061539528270562}],"sentiment":"neutral","sentiment_score":-0.07061539528270562,"num_words":24,"start":129.155,"end":135.86394}]}}]},{"alternatives":[{"transcript":"Hello? Yeah. Yeah. That's me. Yeah. Yeah. I mean, recently, it's like usually, the the Internet will, like, go offline, I mean, especially in the evening. Like, it happens, like like, half of the time. Yeah. It should be, like Should be, like, seven to 8PM. Like, usually, the the Internet would go offline. I have to, like, restart the the, like, the system to make it go online. But, like, it's really, like, pretty painful to to suffer these kind of issues. No. You haven't been having for a long time. I mean, for several years, for several months. Yeah. Internet connection, especially in evening. But, like, sometimes it will happen in the days too, but especially in the evening. No. I'm actually outside. Okay.","confidence":0.9794922,"words":[{"word":"hello","start":0.79999995,"end":1.3,"confidence":0.97802734,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.0179893895983696},{"word":"yeah","start":8.8,"end":9.3,"confidence":0.9753418,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.05577249825000763},{"word":"yeah","start":10.32,"end":10.559999,"confidence":0.7751465,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.01817040517926216},{"word":"that's","start":10.559999,"end":10.8,"confidence":0.9946289,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.018555454909801483},{"word":"me","start":10.8,"end":11.3,"confidence":0.9926758,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.026294928044080738},{"word":"yeah","start":20.045,"end":20.545,"confidence":0.8574219,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.04996913298964501},{"word":"yeah","start":27.32,"end":27.64,"confidence":0.98291016,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.09840910136699677},{"word":"i","start":27.64,"end":27.8,"confidence":0.9941406,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.1815677434206009},{"word":"mean","start":27.8,"end":28.2,"confidence":0.9941406,"punctuated_word":"mean,","sentiment":"neutral","sentiment_score":-0.17384520173072815},{"word":"recently","start":28.2,"end":28.7,"confidence":0.8857422,"punctuated_word":"recently,","sentiment":"neutral","sentiment_score":-0.20111489295959473},{"word":"it's","start":28.92,"end":29.08,"confidence":0.99365234,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.21862201392650604},{"word":"like","start":29.08,"end":29.48,"confidence":0.7182617,"punctuated_word":"like","sentiment":"neutral","sentiment_score":-0.1977498829364777},{"word":"usually","start":29.56,"end":30.06,"confidence":0.9111328,"punctuated_word":"usually,","sentiment":"neutral","sentiment_score":-0.23280370235443115},{"word":"the","start":30.279999,"end":30.779999,"confidence":0.98095703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.27111873030662537},{"word":"the","start":31.0,"end":31.16,"confidence":0.5830078,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.30313923954963684},{"word":"internet","start":31.16,"end":31.48,"confidence":0.78125,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.28815677762031555},{"word":"will","start":31.48,"end":31.98,"confidence":0.82177734,"punctuated_word":"will,","sentiment":"neutral","sentiment_score":-0.2731729745864868},{"word":"like","start":32.12,"end":32.36,"confidence":0.99365234,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.2776339650154114},{"word":"go","start":32.36,"end":32.6,"confidence":0.99902344,"punctuated_word":"go","sentiment":"neutral","sentiment_score":-0.2364393025636673},{"word":"offline","start":32.6,"end":33.08,"confidence":0.75390625,"punctuated_word":"offline,","sentiment":"neutral","sentiment_score":-0.22000260651111603},{"word":"i","start":33.08,"end":33.16,"confidence":0.94921875,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.22157257795333865},{"word":"mean","start":33.16,"end":33.4,"confidence":0.982666,"punctuated_word":"mean,","sentiment":"neutral","sentiment_score":-0.2264901101589203},{"word":"especially","start":33.4,"end":33.8,"confidence":0.9941406,"punctuated_word":"especially","sentiment":"neutral","sentiment_score":-0.21648231148719788},{"word":"in","start":33.8,"end":34.04,"confidence":0.9838867,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.19213058054447177},{"word":"the","start":34.04,"end":34.12,"confidence":0.9970703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.16830573976039886},{"word":"evening","start":34.12,"end":34.62,"confidence":0.9604492,"punctuated_word":"evening.","sentiment":"neutral","sentiment_score":-0.1966499090194702},{"word":"like","start":34.84,"end":35.08,"confidence":0.97631836,"punctuated_word":"Like,","sentiment":"neutral","sentiment_score":-0.19540560245513916},{"word":"it","start":35.08,"end":35.16,"confidence":0.9716797,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.23771516978740692},{"word":"happens","start":35.16,"end":35.64,"confidence":0.9494629,"punctuated_word":"happens,","sentiment":"neutral","sentiment_score":-0.22854991257190704},{"word":"like","start":35.64,"end":36.14,"confidence":1.0,"punctuated_word":"like","sentiment":"neutral","sentiment_score":-0.23586545884609225},{"word":"like","start":36.84,"end":37.34,"confidence":0.79174805,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.234770268201828},{"word":"half","start":37.48,"end":37.72,"confidence":0.9970703,"punctuated_word":"half","sentiment":"neutral","sentiment_score":-0.18654191493988037},{"word":"of","start":37.72,"end":37.88,"confidence":0.9941406,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.1930372714996338},{"word":"the","start":37.88,"end":37.96,"confidence":0.9892578,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.18611633777618408},{"word":"time","start":37.96,"end":38.46,"confidence":0.9946289,"punctuated_word":"time.","sentiment":"neutral","sentiment_score":-0.17709602415561676},{"word":"yeah","start":44.215,"end":44.455,"confidence":0.97094727,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.03813543915748596},{"word":"it","start":44.455,"end":44.615,"confidence":0.984375,"punctuated_word":"It","sentiment":"neutral","sentiment_score":-0.04237136989831925},{"word":"should","start":44.615,"end":44.775,"confidence":1.0,"punctuated_word":"should","sentiment":"neutral","sentiment_score":-0.077308289706707},{"word":"be","start":44.775,"end":44.935,"confidence":0.8125,"punctuated_word":"be,","sentiment":"neutral","sentiment_score":-0.04851559549570083},{"word":"like","start":44.935,"end":45.435,"confidence":1.0,"punctuated_word":"like","sentiment":"neutral","sentiment_score":-0.013626824133098124},{"word":"should","start":48.695,"end":48.855003,"confidence":0.47485352,"punctuated_word":"Should","sentiment":"neutral","sentiment_score":-0.028881728649139404},{"word":"be","start":48.855003,"end":48.935,"confidence":0.8696289,"punctuated_word":"be,","sentiment":"neutral","sentiment_score":-0.084740549325943},{"word":"like","start":48.935,"end":49.175003,"confidence":0.9951172,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.08250957727432251},{"word":"seven","start":49.175003,"end":49.415,"confidence":0.99902344,"punctuated_word":"seven","sentiment":"neutral","sentiment_score":-0.056434378027915955},{"word":"to","start":49.415,"end":49.655003,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.09843119233846664},{"word":"8pm","start":49.655003,"end":50.375,"confidence":0.96533203,"punctuated_word":"8PM.","sentiment":"neutral","sentiment_score":-0.056668560951948166},{"word":"like","start":50.375,"end":50.615,"confidence":0.9597168,"punctuated_word":"Like,","sentiment":"neutral","sentiment_score":-0.17676125466823578},{"word":"usually","start":50.615,"end":51.015,"confidence":0.9086914,"punctuated_word":"usually,","sentiment":"neutral","sentiment_score":-0.2341887354850769},{"word":"the","start":51.015,"end":51.495003,"confidence":0.96875,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.27802085876464844},{"word":"the","start":51.495003,"end":51.655003,"confidence":0.8276367,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.28408578038215637},{"word":"internet","start":51.655003,"end":52.055,"confidence":0.9838867,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.2405620515346527},{"word":"would","start":52.055,"end":52.215,"confidence":0.8535156,"punctuated_word":"would","sentiment":"neutral","sentiment_score":-0.27798911929130554},{"word":"go","start":52.215,"end":52.295002,"confidence":0.99902344,"punctuated_word":"go","sentiment":"neutral","sentiment_score":-0.2484897673130035},{"word":"offline","start":52.295002,"end":52.775,"confidence":0.81030273,"punctuated_word":"offline.","sentiment":"neutral","sentiment_score":-0.2605205476284027},{"word":"i","start":52.775,"end":52.855003,"confidence":0.88427734,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2840964198112488},{"word":"have","start":52.855003,"end":53.015,"confidence":0.71191406,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.32779285311698914},{"word":"to","start":53.015,"end":53.095,"confidence":0.99316406,"punctuated_word":"to,","sentiment":"negative","sentiment_score":-0.35605108737945557},{"word":"like","start":53.095,"end":53.255,"confidence":1.0,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.3230167031288147},{"word":"restart","start":53.255,"end":53.755,"confidence":1.0,"punctuated_word":"restart","sentiment":"neutral","sentiment_score":-0.331279456615448},{"word":"the","start":53.975002,"end":54.475002,"confidence":0.9604492,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.36089038848876953},{"word":"the","start":54.65,"end":54.97,"confidence":0.8588867,"punctuated_word":"the,","sentiment":"neutral","sentiment_score":-0.25937333703041077},{"word":"like","start":54.97,"end":55.47,"confidence":0.9921875,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.23949478566646576},{"word":"the","start":55.61,"end":55.77,"confidence":0.94628906,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.36362770199775696},{"word":"system","start":55.77,"end":56.27,"confidence":0.99316406,"punctuated_word":"system","sentiment":"negative","sentiment_score":-0.33976519107818604},{"word":"to","start":56.329998,"end":56.41,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.2860878109931946},{"word":"make","start":56.41,"end":56.65,"confidence":1.0,"punctuated_word":"make","sentiment":"neutral","sentiment_score":-0.30380773544311523},{"word":"it","start":56.65,"end":56.81,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.27803435921669006},{"word":"go","start":56.81,"end":57.05,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":-0.20174986124038696},{"word":"online","start":57.05,"end":57.45,"confidence":0.7807617,"punctuated_word":"online.","sentiment":"neutral","sentiment_score":-0.2293885052204132},{"word":"but","start":57.45,"end":57.61,"confidence":0.9794922,"punctuated_word":"But,","sentiment":"negative","sentiment_score":-0.486467719078064},{"word":"like","start":57.61,"end":57.93,"confidence":0.99853516,"punctuated_word":"like,","sentiment":"negative","sentiment_score":-0.5941046476364136},{"word":"it's","start":57.93,"end":58.17,"confidence":0.9995117,"punctuated_word":"it's","sentiment":"negative","sentiment_score":-0.6686224937438965},{"word":"really","start":58.17,"end":58.489998,"confidence":0.9875488,"punctuated_word":"really,","sentiment":"negative","sentiment_score":-0.6317912340164185},{"word":"like","start":58.489998,"end":58.89,"confidence":0.99902344,"punctuated_word":"like,","sentiment":"negative","sentiment_score":-0.6126459240913391},{"word":"pretty","start":58.89,"end":59.13,"confidence":1.0,"punctuated_word":"pretty","sentiment":"negative","sentiment_score":-0.6176608204841614},{"word":"painful","start":59.13,"end":59.61,"confidence":0.99902344,"punctuated_word":"painful","sentiment":"negative","sentiment_score":-0.6161714196205139},{"word":"to","start":59.61,"end":59.85,"confidence":0.99609375,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.5201314687728882},{"word":"to","start":59.85,"end":60.01,"confidence":0.9921875,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.6088999509811401},{"word":"suffer","start":60.01,"end":60.41,"confidence":0.7319336,"punctuated_word":"suffer","sentiment":"negative","sentiment_score":-0.6274562478065491},{"word":"these","start":60.41,"end":60.65,"confidence":0.5004883,"punctuated_word":"these","sentiment":"negative","sentiment_score":-0.5111742615699768},{"word":"kind","start":60.65,"end":60.89,"confidence":0.94384766,"punctuated_word":"kind","sentiment":"negative","sentiment_score":-0.467302143573761},{"word":"of","start":60.89,"end":61.05,"confidence":1.0,"punctuated_word":"of","sentiment":"negative","sentiment_score":-0.5108038187026978},{"word":"issues","start":61.05,"end":61.55,"confidence":0.9946289,"punctuated_word":"issues.","sentiment":"negative","sentiment_score":-0.5301899909973145},{"word":"no","start":70.225006,"end":70.545006,"confidence":0.7241211,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.2407982647418976},{"word":"you","start":70.545006,"end":70.785,"confidence":0.25927734,"punctuated_word":"You","sentiment":"neutral","sentiment_score":-0.32252785563468933},{"word":"haven't","start":70.785,"end":70.905,"confidence":0.89331055,"punctuated_word":"haven't","sentiment":"neutral","sentiment_score":-0.29942917823791504},{"word":"been","start":70.905,"end":71.025,"confidence":0.26123047,"punctuated_word":"been","sentiment":"neutral","sentiment_score":-0.31516221165657043},{"word":"having","start":71.025,"end":71.265,"confidence":0.56591797,"punctuated_word":"having","sentiment":"neutral","sentiment_score":-0.270513653755188},{"word":"for","start":71.265,"end":71.345,"confidence":0.7290039,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.23735277354717255},{"word":"a","start":71.345,"end":71.425,"confidence":0.9819336,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.26931554079055786},{"word":"long","start":71.425,"end":71.665,"confidence":0.99902344,"punctuated_word":"long","sentiment":"neutral","sentiment_score":-0.3164196312427521},{"word":"time","start":71.665,"end":72.145004,"confidence":0.9812012,"punctuated_word":"time.","sentiment":"neutral","sentiment_score":-0.3024190068244934},{"word":"i","start":72.145004,"end":72.305,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.24940678477287292},{"word":"mean","start":72.305,"end":72.625,"confidence":0.98657227,"punctuated_word":"mean,","sentiment":"neutral","sentiment_score":-0.20633047819137573},{"word":"for","start":72.625,"end":72.865005,"confidence":0.89990234,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.19346657395362857},{"word":"several","start":72.865005,"end":73.025,"confidence":0.9448242,"punctuated_word":"several","sentiment":"neutral","sentiment_score":-0.22509582340717316},{"word":"years","start":73.025,"end":73.345,"confidence":0.7817383,"punctuated_word":"years,","sentiment":"neutral","sentiment_score":-0.19608211517333984},{"word":"for","start":73.345,"end":73.425,"confidence":0.6376953,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.16786456108093262},{"word":"several","start":73.425,"end":73.665,"confidence":0.9873047,"punctuated_word":"several","sentiment":"neutral","sentiment_score":-0.2048848569393158},{"word":"months","start":73.665,"end":74.165,"confidence":0.9699707,"punctuated_word":"months.","sentiment":"neutral","sentiment_score":-0.19207489490509033},{"word":"yeah","start":81.58501,"end":81.72,"confidence":0.9951172,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.057192057371139526},{"word":"internet","start":81.96,"end":82.200005,"confidence":0.99121094,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.07578708976507187},{"word":"connection","start":82.200005,"end":82.700005,"confidence":0.7248535,"punctuated_word":"connection,","sentiment":"neutral","sentiment_score":-0.07852284610271454},{"word":"especially","start":82.92,"end":83.42,"confidence":0.8051758,"punctuated_word":"especially","sentiment":"neutral","sentiment_score":-0.08465692400932312},{"word":"in","start":83.64,"end":84.14,"confidence":0.9716797,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.0429312065243721},{"word":"evening","start":84.28,"end":84.76,"confidence":0.5822754,"punctuated_word":"evening.","sentiment":"neutral","sentiment_score":-0.05222051218152046},{"word":"but","start":84.76,"end":84.840004,"confidence":0.96850586,"punctuated_word":"But,","sentiment":"neutral","sentiment_score":-0.11474864184856416},{"word":"like","start":84.840004,"end":85.0,"confidence":0.99902344,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.12697705626487732},{"word":"sometimes","start":85.0,"end":85.4,"confidence":0.9980469,"punctuated_word":"sometimes","sentiment":"neutral","sentiment_score":-0.1132686510682106},{"word":"it","start":85.4,"end":85.56,"confidence":0.8330078,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.1401841789484024},{"word":"will","start":85.56,"end":85.72,"confidence":0.91015625,"punctuated_word":"will","sentiment":"neutral","sentiment_score":-0.12346423417329788},{"word":"happen","start":85.72,"end":85.96,"confidence":0.9970703,"punctuated_word":"happen","sentiment":"neutral","sentiment_score":-0.10482028126716614},{"word":"in","start":85.96,"end":86.04,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.07768842577934265},{"word":"the","start":86.04,"end":86.200005,"confidence":0.99316406,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.08573728799819946},{"word":"days","start":86.200005,"end":86.44,"confidence":0.9741211,"punctuated_word":"days","sentiment":"neutral","sentiment_score":-0.04484793171286583},{"word":"too","start":86.44,"end":86.94,"confidence":0.8547363,"punctuated_word":"too,","sentiment":"neutral","sentiment_score":-0.09404516965150832},{"word":"but","start":87.16,"end":87.4,"confidence":0.7182617,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.06064296513795853},{"word":"especially","start":87.4,"end":87.9,"confidence":0.81640625,"punctuated_word":"especially","sentiment":"neutral","sentiment_score":-0.1121709942817688},{"word":"in","start":88.520004,"end":88.68,"confidence":0.96533203,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.08262723684310913},{"word":"the","start":88.68,"end":88.840004,"confidence":0.99121094,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.07403430342674255},{"word":"evening","start":88.840004,"end":89.340004,"confidence":0.99853516,"punctuated_word":"evening.","sentiment":"neutral","sentiment_score":-0.09527863562107086},{"word":"no","start":95.24,"end":95.48,"confidence":0.7824707,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.11021458357572556},{"word":"i'm","start":95.48,"end":95.72,"confidence":0.9970703,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.06500061601400375},{"word":"actually","start":95.72,"end":96.12,"confidence":0.8857422,"punctuated_word":"actually","sentiment":"neutral","sentiment_score":-0.05257548391819},{"word":"outside","start":96.12,"end":96.62,"confidence":0.93359375,"punctuated_word":"outside.","sentiment":"neutral","sentiment_score":-0.08065147697925568},{"word":"okay","start":114.69,"end":115.19,"confidence":0.98999023,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.03715647757053375}],"paragraphs":{"transcript":"\nHello? Yeah. Yeah. That's me. Yeah.\n\nYeah. I mean, recently, it's like usually, the the Internet will, like, go offline, I mean, especially in the evening. Like, it happens, like like, half of the time. Yeah. It should be, like Should be, like, seven to 8PM.\n\nLike, usually, the the Internet would go offline. I have to, like, restart the the, like, the system to make it go online. But, like, it's really, like, pretty painful to to suffer these kind of issues. No. You haven't been having for a long time.\n\nI mean, for several years, for several months. Yeah. Internet connection, especially in evening. But, like, sometimes it will happen in the days too, but especially in the evening. No.\n\nI'm actually outside. Okay.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.79999995,"end":1.3,"sentiment":"neutral","sentiment_score":0.0179893895983696},{"text":"Yeah.","start":8.8,"end":9.3,"sentiment":"neutral","sentiment_score":0.05577249825000763},{"text":"Yeah.","start":10.32,"end":10.559999,"sentiment":"neutral","sentiment_score":0.01817040517926216},{"text":"That's me.","start":10.559999,"end":11.3,"sentiment":"neutral","sentiment_score":0.02242519147694111},{"text":"Yeah.","start":20.045,"end":20.545,"sentiment":"neutral","sentiment_score":-0.04996913298964501}],"sentiment":"neutral","sentiment_score":0.014468923831979433,"num_words":6,"start":0.79999995,"end":20.545},{"sentences":[{"text":"Yeah.","start":27.32,"end":27.64,"sentiment":"neutral","sentiment_score":-0.09840910136699677},{"text":"I mean, recently, it's like usually, the the Internet will, like, go offline, I mean, especially in the evening.","start":27.64,"end":34.62,"sentiment":"neutral","sentiment_score":-0.2261578032844945},{"text":"Like, it happens, like like, half of the time.","start":34.84,"end":38.46,"sentiment":"neutral","sentiment_score":-0.20834421780374315},{"text":"Yeah.","start":44.215,"end":44.455,"sentiment":"neutral","sentiment_score":-0.03813543915748596},{"text":"It should be, like Should be, like, seven to 8PM.","start":44.455,"end":50.375,"sentiment":"neutral","sentiment_score":-0.05894880658015609}],"sentiment":"neutral","sentiment_score":-0.1724532207241282,"num_words":40,"start":27.32,"end":50.375},{"sentences":[{"text":"Like, usually, the the Internet would go offline.","start":50.375,"end":52.775,"sentiment":"neutral","sentiment_score":-0.25007726438343525},{"text":"I have to, like, restart the the, like, the system to make it go online.","start":52.775,"end":57.45,"sentiment":"neutral","sentiment_score":-0.29896374642848966},{"text":"But, like, it's really, like, pretty painful to to suffer these kind of issues.","start":57.45,"end":61.55,"sentiment":"negative","sentiment_score":-0.5716730100767953},{"text":"No.","start":70.225006,"end":70.545006,"sentiment":"neutral","sentiment_score":-0.2407982647418976},{"text":"You haven't been having for a long time.","start":70.545006,"end":72.145004,"sentiment":"neutral","sentiment_score":-0.29164248146116734}],"sentiment":"negative","sentiment_score":-0.37092249063046084,"num_words":46,"start":50.375,"end":72.145004},{"sentences":[{"text":"I mean, for several years, for several months.","start":72.145004,"end":74.165,"sentiment":"neutral","sentiment_score":-0.20440076105296612},{"text":"Yeah.","start":81.58501,"end":81.72,"sentiment":"neutral","sentiment_score":-0.057192057371139526},{"text":"Internet connection, especially in evening.","start":81.96,"end":84.76,"sentiment":"neutral","sentiment_score":-0.06682371571660042},{"text":"But, like, sometimes it will happen in the days too, but especially in the evening.","start":84.76,"end":89.340004,"sentiment":"neutral","sentiment_score":-0.09670239960153898},{"text":"No.","start":95.24,"end":95.48,"sentiment":"neutral","sentiment_score":-0.11021458357572556}],"sentiment":"neutral","sentiment_score":-0.11957557673255602,"num_words":30,"start":72.145004,"end":95.48},{"sentences":[{"text":"I'm actually outside.","start":95.48,"end":96.62,"sentiment":"neutral","sentiment_score":-0.06607585897048314},{"text":"Okay.","start":114.69,"end":115.19,"sentiment":"neutral","sentiment_score":0.03715647757053375}],"sentiment":"neutral","sentiment_score":-0.04026777483522892,"num_words":4,"start":95.48,"end":115.19}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hello. Good afternoon. This is Maureen from Erta tech support. Am\n\nChannel 1: Yeah.\n\nChannel 0: I speaking with Rishi?\n\nChannel 1: Yeah. That's me.\n\nChannel 0: Yeah. Just wanted to check-in because we noticed that your Internet service is offline right now.\n\nChannel 1: Yeah.\n\nChannel 0: Just wanted to check if you're experiencing any technical issues or if you need any assistance with your\n\nChannel 1: Yeah. I mean, recently, it's like usually, the\n\nChannel 0: service\n\nChannel 1: the Internet will, like, go offline, I mean, especially in the evening.\n\nChannel 0: today.\n\nChannel 1: Like, it happens, like like, half of the time.\n\nChannel 0: Okay. May I know since when it happened?\n\nChannel 1: Yeah. It should be, like Should be, like, seven to 8PM. Like, usually, the the Internet would go offline. I have to, like, restart the the, like,\n\nChannel 0: Mhmm.\n\nChannel 1: the system to make it go online. But, like, it's really, like, pretty painful to to suffer these kind of issues.\n\nChannel 0: Okay. I see. Have you spoke with other representative regarding this, or this is the first time?\n\nChannel 1: No. You haven't been having for a long time. I mean, for several years, for several months.\n\nChannel 0: So you're having an intermittent Internet connection?\n\nChannel 1: Yeah. Internet connection, especially in evening. But, like, sometimes it will happen in the days too, but especially in the evening.\n\nChannel 0: Okay. Are you on the with the router right now?\n\nChannel 1: No. I'm actually outside.\n\nChannel 0: Okay. When you got home, is it okay if we do a full power cycle with the router? This is like a deeper reboot. Please unplug the router. Keep it unplugged for twenty minutes.\n\nAfter that, plug it back in and check your Internet connection.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. So another step in your account, because we also did reboot just now the Internet connection to the address. And for it to work, you need to do the power cycle on your end. 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","paragraphs":[{"sentences":[{"text":"Hello?","start":0.79999995,"end":1.3,"sentiment":"neutral","sentiment_score":0.0179893895983696}],"sentiment":"neutral","sentiment_score":0.0179893895983696,"channel":1,"num_words":1,"start":0.79999995,"end":1.3},{"sentences":[{"text":"Hello.","start":3.9199998,"end":4.42,"sentiment":"neutral","sentiment_score":0.062322765588760376},{"text":"Good afternoon.","start":4.64,"end":5.46,"sentiment":"neutral","sentiment_score":0.24824872612953186},{"text":"This is Maureen from Erta tech support.","start":5.52,"end":8.34,"sentiment":"neutral","sentiment_score":0.1756909659930638},{"text":"Am","start":8.639999,"end":8.88,"sentiment":"neutral","sentiment_score":0.09730494022369383}],"sentiment":"neutral","sentiment_score":0.17145108363845132,"channel":0,"num_words":11,"start":3.9199998,"end":8.88},{"sentences":[{"text":"Yeah.","start":8.8,"end":9.3,"sentiment":"neutral","sentiment_score":0.05577249825000763}],"sentiment":"neutral","sentiment_score":0.05577249825000763,"channel":1,"num_words":1,"start":8.8,"end":9.3},{"sentences":[{"text":"I speaking with Rishi?","start":8.88,"end":10.099999,"sentiment":"neutral","sentiment_score":0.03426174772903323}],"sentiment":"neutral","sentiment_score":0.03426174772903323,"channel":0,"num_words":4,"start":8.88,"end":10.099999},{"sentences":[{"text":"Yeah.","start":10.32,"end":10.559999,"sentiment":"neutral","sentiment_score":0.01817040517926216},{"text":"That's me.","start":10.559999,"end":11.3,"sentiment":"neutral","sentiment_score":0.02242519147694111}],"sentiment":"neutral","sentiment_score":0.021006929377714794,"channel":1,"num_words":3,"start":10.32,"end":11.3},{"sentences":[{"text":"Yeah.","start":12.655,"end":12.974999,"sentiment":"neutral","sentiment_score":-0.005887005478143692},{"text":"Just wanted to check-in because we noticed that your Internet service is offline right now.","start":12.974999,"end":19.715,"sentiment":"neutral","sentiment_score":-0.08327772294481596}],"sentiment":"neutral","sentiment_score":-0.07844080310314894,"channel":0,"num_words":16,"start":12.655,"end":19.715},{"sentences":[{"text":"Yeah.","start":20.045,"end":20.545,"sentiment":"neutral","sentiment_score":-0.04996913298964501}],"sentiment":"neutral","sentiment_score":-0.04996913298964501,"channel":1,"num_words":1,"start":20.045,"end":20.545},{"sentences":[{"text":"Just wanted to check if you're experiencing any technical issues or if you need any assistance with your","start":20.735,"end":26.46,"sentiment":"neutral","sentiment_score":-0.0031755570736196306}],"sentiment":"neutral","sentiment_score":-0.0031755570736196306,"channel":0,"num_words":18,"start":20.735,"end":26.46},{"sentences":[{"text":"Yeah.","start":27.32,"end":27.64,"sentiment":"neutral","sentiment_score":-0.09840910136699677},{"text":"I mean, recently, it's like usually, the","start":27.64,"end":30.779999,"sentiment":"neutral","sentiment_score":-0.21097459537642343}],"sentiment":"neutral","sentiment_score":-0.1969039086252451,"channel":1,"num_words":8,"start":27.32,"end":30.779999},{"sentences":[{"text":"service","start":30.84,"end":31.34,"sentiment":"neutral","sentiment_score":-0.27015045285224915}],"sentiment":"neutral","sentiment_score":-0.27015045285224915,"channel":0,"num_words":1,"start":30.84,"end":31.34},{"sentences":[{"text":"the Internet will, like, go offline, I mean, especially in the evening.","start":31.0,"end":34.62,"sentiment":"neutral","sentiment_score":-0.23501467456420264}],"sentiment":"neutral","sentiment_score":-0.23501467456420264,"channel":1,"num_words":12,"start":31.0,"end":34.62},{"sentences":[{"text":"today.","start":34.36,"end":34.86,"sentiment":"neutral","sentiment_score":-0.2071407437324524}],"sentiment":"neutral","sentiment_score":-0.2071407437324524,"channel":0,"num_words":1,"start":34.36,"end":34.86},{"sentences":[{"text":"Like, it happens, like like, half of the time.","start":34.84,"end":38.46,"sentiment":"neutral","sentiment_score":-0.20834421780374315}],"sentiment":"neutral","sentiment_score":-0.20834421780374315,"channel":1,"num_words":9,"start":34.84,"end":38.46},{"sentences":[{"text":"Okay.","start":41.235,"end":41.715,"sentiment":"neutral","sentiment_score":-0.05456343665719032},{"text":"May I know since when it happened?","start":41.715,"end":43.335,"sentiment":"neutral","sentiment_score":-0.029741632086890086}],"sentiment":"neutral","sentiment_score":-0.032844357658177614,"channel":0,"num_words":8,"start":41.235,"end":43.335},{"sentences":[{"text":"Yeah.","start":44.215,"end":44.455,"sentiment":"neutral","sentiment_score":-0.03813543915748596},{"text":"It should be, like Should be, like, seven to 8PM.","start":44.455,"end":50.375,"sentiment":"neutral","sentiment_score":-0.05894880658015609},{"text":"Like, usually, the the Internet would go offline.","start":50.375,"end":52.775,"sentiment":"neutral","sentiment_score":-0.25007726438343525},{"text":"I have to, like, restart the the, like,","start":52.775,"end":55.47,"sentiment":"neutral","sentiment_score":-0.3102493789047003}],"sentiment":"neutral","sentiment_score":-0.18926802412089375,"channel":1,"num_words":27,"start":44.215,"end":55.47},{"sentences":[{"text":"Mhmm.","start":55.05,"end":55.55,"sentiment":"neutral","sentiment_score":-0.24670566618442535}],"sentiment":"neutral","sentiment_score":-0.24670566618442535,"channel":0,"num_words":1,"start":55.05,"end":55.55},{"sentences":[{"text":"the system to make it go online.","start":55.61,"end":57.45,"sentiment":"neutral","sentiment_score":-0.2860658807413919},{"text":"But, like, it's really, like, pretty painful to to suffer these kind of issues.","start":57.45,"end":61.55,"sentiment":"negative","sentiment_score":-0.5716730100767953}],"sentiment":"negative","sentiment_score":-0.4764706336316608,"channel":1,"num_words":21,"start":55.61,"end":61.55},{"sentences":[{"text":"Okay.","start":63.61,"end":63.93,"sentiment":"neutral","sentiment_score":-0.0694938376545906},{"text":"I see.","start":63.93,"end":64.51,"sentiment":"neutral","sentiment_score":-0.04936918243765831},{"text":"Have you spoke with other representative regarding this, or this is the first time?","start":65.29,"end":69.525,"sentiment":"neutral","sentiment_score":-0.009169047698378563}],"sentiment":"neutral","sentiment_score":-0.017446992371012184,"channel":0,"num_words":17,"start":63.61,"end":69.525},{"sentences":[{"text":"No.","start":70.225006,"end":70.545006,"sentiment":"neutral","sentiment_score":-0.2407982647418976},{"text":"You haven't been having for a long time.","start":70.545006,"end":72.145004,"sentiment":"neutral","sentiment_score":-0.29164248146116734},{"text":"I mean, for several years, for several months.","start":72.145004,"end":74.165,"sentiment":"neutral","sentiment_score":-0.20440076105296612}],"sentiment":"neutral","sentiment_score":-0.247596717932645,"channel":1,"num_words":17,"start":70.225006,"end":74.165},{"sentences":[{"text":"So you're having an intermittent Internet connection?","start":77.445,"end":80.185,"sentiment":"neutral","sentiment_score":-0.12118096223899297}],"sentiment":"neutral","sentiment_score":-0.12118096223899297,"channel":0,"num_words":7,"start":77.445,"end":80.185},{"sentences":[{"text":"Yeah.","start":81.58501,"end":81.72,"sentiment":"neutral","sentiment_score":-0.057192057371139526},{"text":"Internet connection, especially in evening.","start":81.96,"end":84.76,"sentiment":"neutral","sentiment_score":-0.06682371571660042},{"text":"But, like, sometimes it will happen in the days too, but especially in the evening.","start":84.76,"end":89.340004,"sentiment":"neutral","sentiment_score":-0.09670239960153898}],"sentiment":"neutral","sentiment_score":-0.08770698237986792,"channel":1,"num_words":21,"start":81.58501,"end":89.340004},{"sentences":[{"text":"Okay.","start":90.64,"end":91.14,"sentiment":"neutral","sentiment_score":-0.002524368464946747},{"text":"Are you on the with the router right now?","start":92.079994,"end":94.899994,"sentiment":"neutral","sentiment_score":-0.002629420099159082}],"sentiment":"neutral","sentiment_score":-0.0026189149357378483,"channel":0,"num_words":10,"start":90.64,"end":94.899994},{"sentences":[{"text":"No.","start":95.24,"end":95.48,"sentiment":"neutral","sentiment_score":-0.11021458357572556},{"text":"I'm actually outside.","start":95.48,"end":96.62,"sentiment":"neutral","sentiment_score":-0.06607585897048314}],"sentiment":"neutral","sentiment_score":-0.07711054012179375,"channel":1,"num_words":4,"start":95.24,"end":96.62},{"sentences":[{"text":"Okay.","start":98.08,"end":98.475,"sentiment":"neutral","sentiment_score":-0.012841027230024338},{"text":"When you got home, is it okay if we do a full power cycle with the router?","start":99.034996,"end":103.215,"sentiment":"neutral","sentiment_score":-0.008638020057012053},{"text":"This is like a deeper reboot.","start":103.994995,"end":106.174995,"sentiment":"neutral","sentiment_score":-0.08100568254788716},{"text":"Please unplug the router.","start":107.515,"end":108.975,"sentiment":"neutral","sentiment_score":-0.054993944242596626},{"text":"Keep it unplugged for twenty minutes.","start":109.115,"end":110.975,"sentiment":"neutral","sentiment_score":-0.03074687843521436}],"sentiment":"neutral","sentiment_score":-0.0308876032667125,"channel":0,"num_words":34,"start":98.08,"end":110.975},{"sentences":[{"text":"After that, plug it back in and check your Internet connection.","start":111.38,"end":114.119995,"sentiment":"neutral","sentiment_score":-0.008471914821050384}],"sentiment":"neutral","sentiment_score":-0.008471914821050384,"channel":0,"num_words":11,"start":111.38,"end":114.119995},{"sentences":[{"text":"Okay.","start":114.69,"end":115.19,"sentiment":"neutral","sentiment_score":0.03715647757053375}],"sentiment":"neutral","sentiment_score":0.03715647757053375,"channel":1,"num_words":1,"start":114.69,"end":115.19},{"sentences":[{"text":"Yeah.","start":115.86,"end":116.259995,"sentiment":"neutral","sentiment_score":0.04289695993065834},{"text":"So another step in your account, because we also did reboot just now the Internet connection to the address.","start":116.259995,"end":123.72,"sentiment":"neutral","sentiment_score":0.05427149683237076},{"text":"And for it to work, you need to do the power cycle on your end.","start":124.275,"end":128.77501,"sentiment":"neutral","sentiment_score":0.04598460619648297},{"text":"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","start":129.155,"end":135.86394,"sentiment":"neutral","sentiment_score":-0.07061539528270562}],"sentiment":"neutral","sentiment_score":0.0011704238289493626,"channel":0,"num_words":59,"start":115.86,"end":135.86394}]},"summary":{"result":"success","short":"A representative from Erta tech support calls Rishi to check if he is experiencing any technical issues or needs assistance with his internet connection. Rishi explains that the Internet is offline in the evening and the representative suggests a power cycle on the router to fix the issue. The representative also advises Rishi to call back if the issue persists."},"intents":{"segments":[{"text":"Just wanted to check-in because we noticed that your Internet service is offline right now. Yeah. Just wanted to check if you're experiencing any technical issues or if you need any assistance with your Yeah.","start_word":21,"end_word":55,"intents":[{"intent":"Check","confidence_score":0.0023069778},{"intent":"Troubleshoot","confidence_score":0.43939522}]},{"text":"This is like a deeper reboot. Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection.","start_word":237,"end_word":263,"intents":[{"intent":"Restart router","confidence_score":0.04355414}]}]},"sentiments":{"segments":[{"text":"Hello? Hello. Good afternoon. This is Maureen from Erta tech support. Am Yeah. I speaking with Rishi? Yeah. That's me. Yeah. Just wanted to check-in because we noticed that your Internet service is offline right now. Yeah. Just wanted to check if you're experiencing any technical issues or if you need any assistance with your Yeah. I mean, recently, it's like usually, the service the Internet will, like, go offline, I mean, especially in the evening. today. Like, it happens, like like, half of the time. Okay. May I know since when it happened? Yeah. It should be, like Should be, like, seven to 8PM. Like, usually, the the Internet would go offline. I have to, like, restart the the, like, Mhmm. the system to make it go online.","start_word":0,"end_word":128,"sentiment":"neutral","sentiment_score":-0.10073374211788176},{"text":"But, like, it's really, like, pretty painful to to suffer these kind of issues.","start_word":129,"end_word":142,"sentiment":"negative","sentiment_score":-0.5807555913925171},{"text":"Okay. I see. Have you spoke with other representative regarding this, or this is the first time? No. You haven't been having for a long time. I mean, for several years, for several months. So you're having an intermittent Internet connection? Yeah. Internet connection, especially in evening. But, like, sometimes it will happen in the days too, but especially in the evening. Okay. Are you on the with the router right now? No. I'm actually outside. Okay. When you got home, is it okay if we do a full power cycle with the router? This is like a deeper reboot. Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection. Okay. Yeah. So another step in your account, because we also did reboot just now the Internet connection to the address. And for it to work, you need to do the power cycle on your end. 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","start_word":143,"end_word":323,"sentiment":"neutral","sentiment_score":-0.054074838757514954}],"average":{"sentiment":"neutral","sentiment_score":-0.09884271557121192}}}}