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Let me just pull up your account here. What is your last name? Okay. Thank you so much. Let me just check on here. Yesterday. Alright. Portia, just give me a minute or two. I'll just go over to your account. In that way, we can help you. Okay? Thank you so much. Thank you so much for patiently waiting on the line, Portia. Alright. So if I heard you right, you said you've already got the router. Right? Oh, okay. I see. Mhmm. Mhmm. So, yeah, here's what happened. I understand that you do have your previous router, which you would like to use. However, the reason why you got the router from us, the brand new one, is because you signed in for twelve month contract, and then you are eligible for the promotion that we have because every customer which will be signed up for twelve month or twenty four month, they will be getting a new router. That's the reason why we sent you a router. So that's for free. You just need to pay the $20 delivery charge. As long as you fulfilled or finished the contract, the router you receive it's for free. Reason why, we're sending that, because you are eligible, and then, that router is better. So it will give you excellent performance. I'm not saying that the the one you have, it's not, but it's better to use that because, you know what, It's a plug and play. You got the router. Right? Have you already checked or let me check your account here. Do you need any assistance to get connected? Yes. Definitely. And, Portia, we've also sent you the text message yesterday. So the router that you got is ready to use. It's already preconfigured router. Because if you will be using your router, you need to configure it. The one we send, it's already preconfigured for plug and play. So once it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then power it on and allow a few minutes for a sync. But if you need any assistance, we are open from Monday to Friday, 9AM to 6PM. We do have the direct phone number indicated from the text message. So that's our tech department who could further assist you, Portia. Then again, what you need to pay is the $20 standard delivery fee for the router. That's it since you've signed in for twelve months. And we are delighted to have you with Airtel. Do you have any further questions? Mhmm. You're welcome. And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices. With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account. And then you can process the standard delivery fee of $20, okay, for the routing. Okay. You're welcome. You're welcome, and I appreciate your time today. You do have a great day, and be safe. Thank you. You do the same at last. 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Good morning. Thank you so much for calling your account. How may I help you today? Mhmm.\n\nOh. Alright. Sure. I would love to assist you today. Nice to have you on the line, Portia.\n\nLet me just pull up your account here. What is your last name? Okay. Thank you so much. Let me just check on here.\n\nYesterday. Alright. Portia, just give me a minute or two. I'll just go over to your account. In that way, we can help you.\n\nOkay? Thank you so much. Thank you so much for patiently waiting on the line, Portia. Alright. So if I heard you right, you said you've already got the router.\n\nRight? Oh, okay. I see. Mhmm. Mhmm.\n\nSo, yeah, here's what happened. I understand that you do have your previous router, which you would like to use. However, the reason why you got the router from us, the brand new one, is because you signed in for twelve month contract, and then you are eligible for the promotion that we have because every customer which will be signed up for twelve month or twenty four month, they will be getting a new router. That's the reason why we sent you a router. So that's for free.\n\nYou just need to pay the $20 delivery charge. As long as you fulfilled or finished the contract, the router you receive it's for free. Reason why, we're sending that, because you are eligible, and then, that router is better. So it will give you excellent performance. I'm not saying that the the one you have, it's not, but it's better to use that because, you know what, It's a plug and play.\n\nYou got the router. Right? Have you already checked or let me check your account here. Do you need any assistance to get connected? Yes.\n\nDefinitely. And, Portia, we've also sent you the text message yesterday. So the router that you got is ready to use. It's already preconfigured router. Because if you will be using your router, you need to configure it.\n\nThe one we send, it's already preconfigured for plug and play. So once it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then power it on and allow a few minutes for a sync. But if you need any assistance, we are open from Monday to Friday, 9AM to 6PM. We do have the direct phone number indicated from the text message. So that's our tech department who could further assist you, Portia.\n\nThen again, what you need to pay is the $20 standard delivery fee for the router. That's it since you've signed in for twelve months. And we are delighted to have you with Airtel. Do you have any further questions? Mhmm.\n\nYou're welcome. And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices. With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account. And then you can process the standard delivery fee of $20, okay, for the routing. Okay.\n\nYou're welcome. You're welcome, and I appreciate your time today. You do have a great day, and be safe. Thank you. You do the same at last.\n\nIt's weekend. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.8399999,"end":2.08,"sentiment":"neutral","sentiment_score":0.26830819249153137},{"text":"Good morning.","start":2.08,"end":2.72,"sentiment":"positive","sentiment_score":0.49039554595947266},{"text":"Thank you so much for calling your account.","start":2.72,"end":4.8199997,"sentiment":"positive","sentiment_score":0.716591939330101},{"text":"How may I help you 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happened.","start":276.245,"end":279.045,"sentiment":"neutral","sentiment_score":-0.055629759281873706},{"text":"I understand that you do have your previous router, which you would like to use.","start":279.045,"end":284.34,"sentiment":"neutral","sentiment_score":0.04232837123175462},{"text":"However, the reason why you got the router from us, the brand new one, is because you signed in for twelve month contract, and then you are eligible for the promotion that we have because every customer which will be signed up for twelve month or twenty four month, they will be getting a new router.","start":284.34,"end":307.165,"sentiment":"neutral","sentiment_score":0.20894747992445314},{"text":"That's the reason why we sent you a router.","start":307.865,"end":310.925,"sentiment":"neutral","sentiment_score":0.11817081107033624},{"text":"So that's for 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connected?","start":350.11,"end":352.85,"sentiment":"neutral","sentiment_score":0.028114920016378164},{"text":"Yes.","start":373.62,"end":374.02,"sentiment":"neutral","sentiment_score":0.18013200163841248}],"sentiment":"neutral","sentiment_score":0.04940055966377258,"num_words":25,"start":340.66998,"end":374.02},{"sentences":[{"text":"Definitely.","start":374.02,"end":374.52,"sentiment":"neutral","sentiment_score":0.2379438877105713},{"text":"And, Portia, we've also sent you the text message yesterday.","start":374.81998,"end":378.68,"sentiment":"neutral","sentiment_score":0.2585875645279884},{"text":"So the router that you got is ready to use.","start":379.46,"end":382.91998,"sentiment":"positive","sentiment_score":0.39268765449523924},{"text":"It's already preconfigured router.","start":383.335,"end":386.055,"sentiment":"neutral","sentiment_score":0.2687319442629814},{"text":"Because if you will be using your router, you need to configure it.","start":386.055,"end":390.29498,"sentiment":"neutral","sentiment_score":0.16970444585268313}],"sentiment":"neutral","sentiment_score":0.2639942539757804,"num_words":38,"start":374.02,"end":390.29498},{"sentences":[{"text":"The one we send, it's already preconfigured for plug and play.","start":390.29498,"end":394.395,"sentiment":"neutral","sentiment_score":0.10862734371965582},{"text":"So once it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then power it on and allow a few minutes for a sync.","start":394.615,"end":406.83,"sentiment":"neutral","sentiment_score":0.07448174402509865},{"text":"But if you need any assistance, we are open from Monday to Friday, 9AM to 6PM.","start":406.97,"end":413.20502,"sentiment":"neutral","sentiment_score":0.05324284476228058},{"text":"We do have the direct phone number indicated from the text message.","start":413.58502,"end":417.685,"sentiment":"neutral","sentiment_score":0.0661239152153333},{"text":"So that's our tech department who could further assist you, Portia.","start":418.545,"end":422.805,"sentiment":"neutral","sentiment_score":0.10139302909374237}],"sentiment":"neutral","sentiment_score":0.07711253264410929,"num_words":88,"start":390.29498,"end":422.805},{"sentences":[{"text":"Then again, what you need to pay is the $20 standard delivery fee for the router.","start":423.19,"end":430.15,"sentiment":"neutral","sentiment_score":0.04345755930989981},{"text":"That's it since you've signed in for twelve months.","start":430.15,"end":433.35,"sentiment":"neutral","sentiment_score":0.11699564009904861},{"text":"And we are delighted to have you with Airtel.","start":433.35,"end":435.93,"sentiment":"positive","sentiment_score":0.6355497472816043},{"text":"Do you have any further questions?","start":436.15,"end":437.69,"sentiment":"neutral","sentiment_score":0.1729808027545611},{"text":"Mhmm.","start":446.295,"end":446.375,"sentiment":"neutral","sentiment_score":0.1757265329360962}],"sentiment":"neutral","sentiment_score":0.21175221426457894,"num_words":41,"start":423.19,"end":446.375},{"sentences":[{"text":"You're welcome.","start":446.375,"end":447.255,"sentiment":"neutral","sentiment_score":0.27421800792217255},{"text":"And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices.","start":447.255,"end":456.29,"sentiment":"neutral","sentiment_score":0.15045238733291627},{"text":"With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account.","start":457.39,"end":467.09,"sentiment":"neutral","sentiment_score":0.12819600824652047},{"text":"And then you can process the standard delivery fee of $20, okay, for the routing.","start":467.45502,"end":474.99503,"sentiment":"neutral","sentiment_score":0.1536180647710959},{"text":"Okay.","start":476.17502,"end":476.67502,"sentiment":"positive","sentiment_score":0.34992945194244385}],"sentiment":"neutral","sentiment_score":0.1483559772475726,"num_words":72,"start":446.375,"end":476.67502},{"sentences":[{"text":"You're welcome.","start":477.695,"end":478.515,"sentiment":"positive","sentiment_score":0.3911263346672058},{"text":"You're welcome, and I appreciate your time today.","start":479.295,"end":482.035,"sentiment":"positive","sentiment_score":0.5511425547301769},{"text":"You do have a great day, and be safe.","start":482.66998,"end":485.94998,"sentiment":"positive","sentiment_score":0.5414825876553854},{"text":"Thank you.","start":485.94998,"end":486.69,"sentiment":"positive","sentiment_score":0.3999178409576416},{"text":"You do the same at last.","start":486.75,"end":488.59,"sentiment":"neutral","sentiment_score":0.29431330660978955}],"sentiment":"positive","sentiment_score":0.46779451546845613,"num_words":27,"start":477.695,"end":488.59},{"sentences":[{"text":"It's weekend.","start":488.59,"end":489.41,"sentiment":"neutral","sentiment_score":0.16906489804387093},{"text":"Bye.","start":491.47,"end":491.97,"sentiment":"neutral","sentiment_score":-0.0832238644361496}],"sentiment":"neutral","sentiment_score":0.08496864388386409,"num_words":3,"start":488.59,"end":491.97}]}}]},{"alternatives":[{"transcript":"Hi there. My name is Portia. I created an account last night on your website to hook up the Internet. However, I've realized I think I might have ordered the wrong thing, and I was just hoping for a bit of help. Long story short, I've already got a router, and I think I've accidentally ordered one, and I just don't need it. So I was wondering if I could get that fixed, please. Okay. Surname is James, j a m e s. Yep. Thank you. Okay. Hi, Obi. Why are you being a bitch? Obi, leave him. Stop being rude. Y'all going to do that for a minute? Thank you. Yeah. I've got an old one, which I'm fairly certain I can still use. But yeah. Sorry. Sorry. I'm dumping the gun. What do you need from me? Mhmm. Mhmm. Oh. Yep. Mhmm. Okay. Okay. Oh, Liz, if you no. Look. I'm happy to keep the router. I just didn't realize it was free or a part of a deal. So I just thought I thought I chose the wrong thing. But I'm happy to keep it and just leave it as is, if that works. So in that case, if I have any issues, can I just call this line back? Yep. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Thank you so much. No. I think that's everything, but I'll definitely reach out if I need to. But, otherwise, thank you so much for your help. I really appreciate it. Mhmm. Yep. Alright. Amazing. Awesome. Thank you so much. I really appreciate it once again. You too. Happy Friday. Bye now. Thank 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My name is Portia. I created an account last night on your website to hook up the Internet. However, I've realized I think I might have ordered the wrong thing, and I was just hoping for a bit of help. Long story short, I've already got a router, and I think I've accidentally ordered one, and I just don't need it.\n\nSo I was wondering if I could get that fixed, please. Okay. Surname is James, j a m e s. Yep. Thank you.\n\nOkay. Hi, Obi. Why are you being a bitch? Obi, leave him. Stop being rude.\n\nY'all going to do that for a minute? Thank you. Yeah. I've got an old one, which I'm fairly certain I can still use. But yeah.\n\nSorry. Sorry. I'm dumping the gun. What do you need from me? Mhmm.\n\nMhmm. Oh. Yep. Mhmm. Okay.\n\nOkay. Oh, Liz, if you no. Look. I'm happy to keep the router. I just didn't realize it was free or a part of a deal.\n\nSo I just thought I thought I chose the wrong thing. But I'm happy to keep it and just leave it as is, if that works. So in that case, if I have any issues, can I just call this line back? Yep. Okay.\n\nOkay. Okay. Okay. Okay. Okay.\n\nOkay. Thank you so much. No. I think that's everything, but I'll definitely reach out if I need to. But, otherwise, thank you so much for your help.\n\nI really appreciate it. Mhmm. Yep. Alright. Amazing.\n\nAwesome. Thank you so much. I really appreciate it once again. You too. Happy Friday.\n\nBye now. 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Liz, if you no.","start":349.845,"end":354.245,"sentiment":"neutral","sentiment_score":0.02580176331102848},{"text":"Look.","start":354.245,"end":354.565,"sentiment":"neutral","sentiment_score":0.0645514577627182},{"text":"I'm happy to keep the router.","start":354.565,"end":355.92502,"sentiment":"neutral","sentiment_score":0.31849834819634754},{"text":"I just didn't realize it was free or a part of a deal.","start":355.92502,"end":359.91,"sentiment":"neutral","sentiment_score":0.13639763341500208}],"sentiment":"neutral","sentiment_score":0.15183926782069299,"num_words":26,"start":341.22,"end":359.91},{"sentences":[{"text":"So I just thought I thought I chose the wrong thing.","start":359.91,"end":362.55,"sentiment":"neutral","sentiment_score":-0.08710942078720439},{"text":"But I'm happy to keep it and just leave it as is, if that works.","start":362.55,"end":366.97,"sentiment":"positive","sentiment_score":0.4371596147616704},{"text":"So in that case, if I have any issues, can I just call this line back?","start":368.87,"end":373.05,"sentiment":"neutral","sentiment_score":0.12404846539720893},{"text":"Yep.","start":388.485,"end":388.985,"sentiment":"neutral","sentiment_score":0.14439359307289124},{"text":"Okay.","start":395.02002,"end":395.52002,"sentiment":"neutral","sentiment_score":0.08660899102687836}],"sentiment":"neutral","sentiment_score":0.17761292325502093,"num_words":44,"start":359.91,"end":395.52002},{"sentences":[{"text":"Okay.","start":404.06,"end":404.56,"sentiment":"neutral","sentiment_score":0.05903073027729988},{"text":"Okay.","start":413.875,"end":414.375,"sentiment":"neutral","sentiment_score":0.08061067759990692},{"text":"Okay.","start":418.49002,"end":418.99002,"sentiment":"neutral","sentiment_score":0.06839289516210556},{"text":"Okay.","start":430.65002,"end":431.15002,"sentiment":"neutral","sentiment_score":0.11145147681236268},{"text":"Okay.","start":431.45,"end":431.95,"sentiment":"neutral","sentiment_score":0.09113314747810364}],"sentiment":"neutral","sentiment_score":0.08212378546595574,"num_words":5,"start":404.06,"end":431.95},{"sentences":[{"text":"Okay.","start":436.89502,"end":437.39502,"sentiment":"neutral","sentiment_score":0.10332700610160828},{"text":"Thank you so much.","start":438.17502,"end":439.075,"sentiment":"positive","sentiment_score":0.4423421621322632},{"text":"No.","start":439.135,"end":439.375,"sentiment":"neutral","sentiment_score":0.12142828106880188},{"text":"I think that's everything, but I'll definitely reach out if I need to.","start":439.375,"end":442.815,"sentiment":"neutral","sentiment_score":0.06459602627616662},{"text":"But, otherwise, thank you so much for your help.","start":442.815,"end":444.815,"sentiment":"positive","sentiment_score":0.5329377634657754}],"sentiment":"neutral","sentiment_score":0.2725111481600574,"num_words":28,"start":436.89502,"end":444.815},{"sentences":[{"text":"I really appreciate it.","start":444.815,"end":446.115,"sentiment":"positive","sentiment_score":0.6177043318748474},{"text":"Mhmm.","start":457.05002,"end":457.55002,"sentiment":"neutral","sentiment_score":0.07756981998682022},{"text":"Yep.","start":467.655,"end":468.155,"sentiment":"neutral","sentiment_score":0.08710494637489319},{"text":"Alright.","start":474.07,"end":474.39,"sentiment":"neutral","sentiment_score":0.2515828013420105},{"text":"Amazing.","start":474.39,"end":474.89,"sentiment":"positive","sentiment_score":0.5254091024398804}],"sentiment":"positive","sentiment_score":0.42656049970537424,"num_words":8,"start":444.815,"end":474.89},{"sentences":[{"text":"Awesome.","start":475.51,"end":476.01,"sentiment":"positive","sentiment_score":0.5094274282455444},{"text":"Thank you so much.","start":476.07,"end":477.27,"sentiment":"positive","sentiment_score":0.4459375664591789},{"text":"I really appreciate it once again.","start":477.27,"end":479.05002,"sentiment":"positive","sentiment_score":0.3364924192428589},{"text":"You too.","start":484.79,"end":485.43,"sentiment":"positive","sentiment_score":0.4014396518468857},{"text":"Happy Friday.","start":485.43,"end":486.33002,"sentiment":"positive","sentiment_score":0.37895288318395615}],"sentiment":"positive","sentiment_score":0.39152781864007313,"num_words":15,"start":475.51,"end":486.33002},{"sentences":[{"text":"Bye now.","start":490.5569,"end":491.19687,"sentiment":"neutral","sentiment_score":0.19451915472745895},{"text":"Thank you.","start":491.19687,"end":491.9369,"sentiment":"positive","sentiment_score":0.7835098505020142}],"sentiment":"positive","sentiment_score":0.48901450261473656,"num_words":4,"start":490.5569,"end":491.9369}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi there. My name is Portia. I created an account last night on your website to\n\nChannel 0: Mhmm.\n\nChannel 1: hook up the Internet. However, I've realized I think I might have ordered the wrong thing, and I was just hoping for a bit of help. Long story short, I've already got a router, and I\n\nChannel 0: Oh.\n\nChannel 1: think I've accidentally ordered one, and I just don't need it. So I was wondering if I could get that fixed, please.\n\nChannel 0: Alright. Sure. I would love to assist you today. Nice to have you on the line, Portia. Let me just pull up your account here.\n\nWhat is your\n\nChannel 1: Okay.\n\nChannel 0: last name?\n\nChannel 1: Surname is James, j a m e s.\n\nChannel 0: Okay. Thank you so much. Let me just check on here. Yesterday. Alright.\n\nPortia, just give me a minute or two. I'll just go over to your account.\n\nChannel 1: Yep.\n\nChannel 0: In that\n\nChannel 1: Thank\n\nChannel 0: way,\n\nChannel 1: you.\n\nChannel 0: we can help you. Okay? Thank you\n\nChannel 1: Okay.\n\nChannel 0: so much.\n\nChannel 1: Hi, Obi. Why are you being a bitch? Obi, leave him. Stop being rude. Y'all going to do that for a minute?\n\nChannel 0: Thank you so much for patiently waiting on the line, Portia.\n\nChannel 1: Thank you.\n\nChannel 0: Alright. So if I heard you right, you said you've already got the router. Right?\n\nChannel 1: Yeah. I've got an old one, which I'm fairly certain I can still use.\n\nChannel 0: Oh, okay.\n\nChannel 1: But yeah. Sorry. Sorry.\n\nChannel 0: I\n\nChannel 1: I'm\n\nChannel 0: see.\n\nChannel 1: dumping the gun. What do you need from me?\n\nChannel 0: Mhmm. Mhmm. So, yeah, here's what happened. I understand that you do have your previous router, which\n\nChannel 1: Mhmm.\n\nChannel 0: you would like to use. However, the reason why you got the router from us, the brand new one, is because you signed in for twelve month contract, and then you are eligible for the promotion that we have because every customer which will be signed up for twelve month or twenty four month, they will be getting a new router.\n\nChannel 1: Mhmm.\n\nChannel 0: That's the\n\nChannel 1: Oh.\n\nChannel 0: reason why we sent you a router. So that's for free. You just need to pay the $20 delivery charge. As\n\nChannel 1: Yep.\n\nChannel 0: long as you fulfilled or finished the contract, the router you receive it's for free. Reason why, we're sending that, because you are eligible, and then,\n\nChannel 1: Mhmm.\n\nChannel 0: that router is better. So it will give you excellent performance. I'm not saying that the\n\nChannel 1: Okay.\n\nChannel 0: the one you have, it's not, but it's better to use that because, you know what, It's a plug and play. You got\n\nChannel 1: Okay.\n\nChannel 0: the router. Right? Have you already checked or let me check your account here.\n\nChannel 1: Oh, Liz,\n\nChannel 0: Do you\n\nChannel 1: if\n\nChannel 0: need\n\nChannel 1: you\n\nChannel 0: any assistance to get connected?\n\nChannel 1: no. Look. I'm happy to keep the router. I just didn't realize it was free or a part of a deal. So I just thought I thought I chose the wrong thing.\n\nBut I'm happy to keep it and just leave it as is, if that works. So in that case, if I have any issues, can I just call this line back?\n\nChannel 0: Yes. Definitely. And, Portia, we've also sent you the text message yesterday. So the router that you got is ready to use. It's already preconfigured router.\n\nBecause if you will be using your router, you\n\nChannel 1: Yep.\n\nChannel 0: need to configure it. The one we send, it's already preconfigured for plug and play. So once\n\nChannel 1: Okay.\n\nChannel 0: it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then\n\nChannel 1: Okay.\n\nChannel 0: power it on and allow a few minutes for a sync. But if you need any assistance, we are open from Monday to Friday, 9AM to 6PM. We do\n\nChannel 1: Okay.\n\nChannel 0: have the direct phone number indicated from the text message.\n\nChannel 1: Okay.\n\nChannel 0: So that's our tech department who could further assist you, Portia. Then again, what you need to pay is the $20 standard delivery fee for the router. That's it\n\nChannel 1: Okay.\n\nChannel 0: since you've\n\nChannel 1: Okay.\n\nChannel 0: signed in for twelve months. And we are delighted to have you with Airtel. Do you have any further\n\nChannel 1: Okay.\n\nChannel 0: questions?\n\nChannel 1: Thank you so much. No. I think that's everything, but I'll definitely reach out if I need to. But, otherwise, thank you so much for your help. I really appreciate it.\n\nChannel 0: Mhmm. You're welcome. And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices.\n\nChannel 1: Mhmm.\n\nChannel 0: With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account. And\n\nChannel 1: Yep.\n\nChannel 0: then you can process the standard delivery fee of $20, okay,\n\nChannel 1: Alright.\n\nChannel 0: for the\n\nChannel 1: Amazing.\n\nChannel 0: routing.\n\nChannel 1: Awesome. Thank\n\nChannel 0: Okay.\n\nChannel 1: you so much. I really\n\nChannel 0: You're\n\nChannel 1: appreciate\n\nChannel 0: welcome.\n\nChannel 1: it once again.\n\nChannel 0: You're welcome, and I appreciate your time today. You do have a great day, and be\n\nChannel 1: You too. Happy\n\nChannel 0: safe.\n\nChannel 1: Friday.\n\nChannel 0: Thank you. You do the same at last. It's weekend.\n\nChannel 1: Bye now. Thank you.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.8399999,"end":2.08,"sentiment":"neutral","sentiment_score":0.26830819249153137},{"text":"Good morning.","start":2.08,"end":2.72,"sentiment":"positive","sentiment_score":0.49039554595947266},{"text":"Thank you so much for calling your account.","start":2.72,"end":4.8199997,"sentiment":"positive","sentiment_score":0.716591939330101},{"text":"How may I help you today?","start":4.88,"end":6.18,"sentiment":"positive","sentiment_score":0.5625589390595754}],"sentiment":"positive","sentiment_score":0.6092463784358081,"channel":0,"num_words":17,"start":1.8399999,"end":6.18},{"sentences":[{"text":"Hi there.","start":6.96,"end":7.68,"sentiment":"neutral","sentiment_score":0.04271840862929821},{"text":"My name is Portia.","start":7.68,"end":8.74,"sentiment":"neutral","sentiment_score":0.05445505492389202},{"text":"I created an account last night on your website 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I","start":22.145,"end":25.105,"sentiment":"neutral","sentiment_score":-0.14283388927578927}],"sentiment":"neutral","sentiment_score":-0.16490121827357346,"channel":1,"num_words":36,"start":13.759999,"end":25.105},{"sentences":[{"text":"Oh.","start":24.955,"end":25.455,"sentiment":"neutral","sentiment_score":-0.12255215644836426}],"sentiment":"neutral","sentiment_score":-0.12255215644836426,"channel":0,"num_words":1,"start":24.955,"end":25.455},{"sentences":[{"text":"think I've accidentally ordered one, and I just don't need it.","start":25.105,"end":27.744999,"sentiment":"neutral","sentiment_score":-0.27425676719708875},{"text":"So I was wondering if I could get that fixed, 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is your","start":38.17,"end":39.15,"sentiment":"neutral","sentiment_score":0.10110977292060852}],"sentiment":"neutral","sentiment_score":0.10110977292060852,"channel":0,"num_words":3,"start":38.17,"end":39.15},{"sentences":[{"text":"Okay.","start":38.93,"end":39.43,"sentiment":"neutral","sentiment_score":0.06957480311393738}],"sentiment":"neutral","sentiment_score":0.06957480311393738,"channel":1,"num_words":1,"start":38.93,"end":39.43},{"sentences":[{"text":"last name?","start":39.37,"end":40.11,"sentiment":"neutral","sentiment_score":0.05890997499227524}],"sentiment":"neutral","sentiment_score":0.05890997499227524,"channel":0,"num_words":2,"start":39.37,"end":40.11},{"sentences":[{"text":"Surname is James, j a m e s.","start":40.77,"end":43.75,"sentiment":"neutral","sentiment_score":0.06548187229782343}],"sentiment":"neutral","sentiment_score":0.06548187229782343,"channel":1,"num_words":8,"start":40.77,"end":43.75},{"sentences":[{"text":"Okay.","start":44.335,"end":44.815,"sentiment":"neutral","sentiment_score":0.13402129709720612},{"text":"Thank you so much.","start":44.815,"end":46.195,"sentiment":"positive","sentiment_score":0.40705182403326035},{"text":"Let me just check on here.","start":46.655,"end":48.755,"sentiment":"neutral","sentiment_score":0.17339463780323663},{"text":"Yesterday.","start":49.695,"end":50.195,"sentiment":"neutral","sentiment_score":0.06964981555938721},{"text":"Alright.","start":50.495,"end":50.995,"sentiment":"neutral","sentiment_score":0.111426942050457}],"sentiment":"neutral","sentiment_score":0.22951332135842398,"channel":0,"num_words":13,"start":44.335,"end":50.995},{"sentences":[{"text":"Portia, just give me a minute or two.","start":51.215,"end":53.215,"sentiment":"neutral","sentiment_score":0.12641844432801008},{"text":"I'll just go over to your account.","start":53.215,"end":55.215,"sentiment":"neutral","sentiment_score":0.12336594930716924}],"sentiment":"neutral","sentiment_score":0.12499394665161769,"channel":0,"num_words":15,"start":51.215,"end":55.215},{"sentences":[{"text":"Yep.","start":54.965,"end":55.465,"sentiment":"neutral","sentiment_score":0.11156272143125534}],"sentiment":"neutral","sentiment_score":0.11156272143125534,"channel":1,"num_words":1,"start":54.965,"end":55.465},{"sentences":[{"text":"In 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you.","start":55.855,"end":56.655,"sentiment":"neutral","sentiment_score":0.2940473034977913},{"text":"Okay?","start":56.655,"end":56.975,"sentiment":"neutral","sentiment_score":0.1473286747932434},{"text":"Thank you","start":56.975,"end":57.454998,"sentiment":"neutral","sentiment_score":0.18972600251436234}],"sentiment":"neutral","sentiment_score":0.24328141340187617,"channel":0,"num_words":7,"start":55.855,"end":57.454998},{"sentences":[{"text":"Okay.","start":57.445,"end":57.93,"sentiment":"neutral","sentiment_score":0.17792734503746033}],"sentiment":"neutral","sentiment_score":0.17792734503746033,"channel":1,"num_words":1,"start":57.445,"end":57.93},{"sentences":[{"text":"so much.","start":57.454998,"end":58.114998,"sentiment":"neutral","sentiment_score":0.17924313247203827}],"sentiment":"neutral","sentiment_score":0.17924313247203827,"channel":0,"num_words":2,"start":57.454998,"end":58.114998},{"sentences":[{"text":"Hi, Obi.","start":163.365,"end":164.345,"sentiment":"neutral","sentiment_score":-0.013086122460663319},{"text":"Why are you being a bitch?","start":166.485,"end":168.02501,"sentiment":"neutral","sentiment_score":-0.25049834201733273},{"text":"Obi, leave him.","start":169.205,"end":170.74501,"sentiment":"neutral","sentiment_score":-0.18377551436424255},{"text":"Stop being rude.","start":173.02,"end":174.16,"sentiment":"negative","sentiment_score":-0.44316181540489197},{"text":"Y'all going to do that for a minute?","start":174.94,"end":176.72,"sentiment":"neutral","sentiment_score":-0.1369643909856677}],"sentiment":"neutral","sentiment_score":-0.20480406428263945,"channel":1,"num_words":22,"start":163.365,"end":176.72},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Portia.","start":254.725,"end":257.865,"sentiment":"neutral","sentiment_score":0.30671610886400397}],"sentiment":"neutral","sentiment_score":0.30671610886400397,"channel":0,"num_words":11,"start":254.725,"end":257.865},{"sentences":[{"text":"Thank you.","start":258.63998,"end":259.46,"sentiment":"neutral","sentiment_score":0.2395927906036377}],"sentiment":"neutral","sentiment_score":0.2395927906036377,"channel":1,"num_words":2,"start":258.63998,"end":259.46},{"sentences":[{"text":"Alright.","start":259.74,"end":260.22,"sentiment":"neutral","sentiment_score":0.06579574942588806},{"text":"So if I heard you right, you said you've already got the router.","start":260.22,"end":263.5,"sentiment":"neutral","sentiment_score":0.006175987888127565},{"text":"Right?","start":263.5,"end":264.0,"sentiment":"neutral","sentiment_score":0.01880164071917534}],"sentiment":"neutral","sentiment_score":0.010992348846048116,"channel":0,"num_words":15,"start":259.74,"end":264.0},{"sentences":[{"text":"Yeah.","start":264.675,"end":265.155,"sentiment":"neutral","sentiment_score":-0.024377956986427307},{"text":"I've got an old one, which I'm fairly certain I can still use.","start":265.155,"end":268.695,"sentiment":"neutral","sentiment_score":-0.02746589696751191}],"sentiment":"neutral","sentiment_score":-0.027245329826005867,"channel":1,"num_words":14,"start":264.675,"end":268.695},{"sentences":[{"text":"Oh, 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last.","start":486.75,"end":488.59,"sentiment":"neutral","sentiment_score":0.29431330660978955},{"text":"It's weekend.","start":488.59,"end":489.41,"sentiment":"neutral","sentiment_score":0.16906489804387093}],"sentiment":"neutral","sentiment_score":0.29038453176617623,"channel":0,"num_words":10,"start":485.94998,"end":489.41},{"sentences":[{"text":"Bye now.","start":490.5569,"end":491.19687,"sentiment":"neutral","sentiment_score":0.19451915472745895},{"text":"Thank you.","start":491.19687,"end":491.9369,"sentiment":"positive","sentiment_score":0.7835098505020142}],"sentiment":"positive","sentiment_score":0.48901450261473656,"channel":1,"num_words":4,"start":490.5569,"end":491.9369},{"sentences":[{"text":"Bye.","start":491.47,"end":491.97,"sentiment":"neutral","sentiment_score":-0.0832238644361496}],"sentiment":"neutral","sentiment_score":-0.0832238644361496,"channel":0,"num_words":1,"start":491.47,"end":491.97}]},"summary":{"result":"success","short":"The customer calls to inquire about a router they ordered. The agent explains that the customer is eligible for a promotion where every customer signed up for 12 months will get a new router for free. The agent also explains that the customer will need to configure their router and pay a $20 standard delivery fee. The call ends with the agent reminding the customer to check their account and thanking them for their time."},"intents":{"segments":[{"text":"Long story short, I've already got a router, and I Oh. think I've accidentally ordered one, and I just don't need it. So I was wondering if I could get that fixed, please. Alright.","start_word":60,"end_word":93,"intents":[{"intent":"Request help with router issue","confidence_score":0.061313704}]},{"text":"The one we send, it's already preconfigured for plug and play. So once Okay.","start_word":561,"end_word":574,"intents":[{"intent":"Confirm setup","confidence_score":0.0015250398}]},{"text":"The one we send, it's already preconfigured for plug and play. So once Okay. it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then Okay.","start_word":561,"end_word":600,"intents":[{"intent":"Assist with router setup","confidence_score":0.13936016}]},{"text":"Then again, what you need to pay is the $20 standard delivery fee for the router. That's it Okay.","start_word":652,"end_word":670,"intents":[{"intent":"Pay delivery fee","confidence_score":0.49301797}]},{"text":"And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices. Mhmm.","start_word":729,"end_word":754,"intents":[{"intent":"Provide email monitoring","confidence_score":0.0011258208}]},{"text":"With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account. And Yep.","start_word":755,"end_word":785,"intents":[{"intent":"Provide password change","confidence_score":0.020636057}]},{"text":"You do have a great day, and be You too. Happy safe.","start_word":824,"end_word":835,"intents":[{"intent":"Wish good day","confidence_score":0.09835805}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.26830819249153137},{"text":"Good morning. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6205230355262756},{"text":"Hi there. My name is Portia. I created an account last night on your website to Mhmm. hook up the Internet. However, I've realized I think I might have ordered the wrong thing, and I was just hoping for a bit of help. Long story short, I've already got a router, and I Oh. think I've accidentally ordered one, and I just don't need it. So I was wondering if I could get that fixed, please. Alright. Sure.","start_word":17,"end_word":94,"sentiment":"neutral","sentiment_score":-0.13192521035671234},{"text":"I would love to assist you today. Nice to have you on the line, Portia.","start_word":95,"end_word":109,"sentiment":"positive","sentiment_score":0.612191379070282},{"text":"Let me just pull up your account here. What is your Okay. last name? Surname is James, j a m e s. Okay.","start_word":110,"end_word":132,"sentiment":"neutral","sentiment_score":0.11566155403852464},{"text":"Thank you so much.","start_word":133,"end_word":136,"sentiment":"positive","sentiment_score":0.4003571569919586},{"text":"Let me just check on here. Yesterday. Alright. Portia, just give me a minute or two. I'll just go over to your account. Yep. In that Thank way, you. we can help you. Okay? Thank you Okay. so much. Hi, Obi. Why are you being a bitch? Obi, leave him.","start_word":137,"end_word":186,"sentiment":"neutral","sentiment_score":0.07759646326303482},{"text":"Stop being rude.","start_word":187,"end_word":189,"sentiment":"negative","sentiment_score":-0.4280613362789154},{"text":"Y'all going to do that for a minute? Thank you so much for patiently waiting on the line, Portia. Thank you. Alright. So if I heard you right, you said you've already got the router. Right? Yeah. I've got an old one, which I'm fairly certain I can still use. Oh, okay. But yeah. Sorry. Sorry. I I'm see. dumping the gun. What do you need from me? Mhmm. Mhmm. So, yeah, here's what happened. I understand that you do have your previous router, which Mhmm. you would like to use. However, the reason why you got the router from us, the brand new one, is because you signed in for twelve month contract, and then you are eligible for the promotion that we have because every customer which will be signed up for twelve month or twenty four month, they will be getting a new router. Mhmm. That's the Oh. reason why we sent you a router. So that's for free. You just need to pay the $20 delivery charge. As Yep. long as you fulfilled or finished the contract, the router you receive it's for free. Reason why, we're sending that, because you are eligible, and then, Mhmm.","start_word":190,"end_word":389,"sentiment":"neutral","sentiment_score":0.11379374758689664},{"text":"that router is better. So it will give you excellent performance.","start_word":390,"end_word":400,"sentiment":"positive","sentiment_score":0.6511776447296143},{"text":"I'm not saying that the Okay. the one you have, it's not, but it's better to use that because, you know what, It's a plug and play. You got Okay. the router. Right? Have you already checked or let me check your account here. Oh, Liz, Do you if need you any assistance to get connected? no. Look. I'm happy to keep the router. I just didn't realize it was free or a part of a deal. So I just thought I thought I chose the wrong thing.","start_word":401,"end_word":488,"sentiment":"neutral","sentiment_score":0.07135964930057526},{"text":"But I'm happy to keep it and just leave it as is, if that works.","start_word":489,"end_word":503,"sentiment":"positive","sentiment_score":0.4209700524806976},{"text":"So in that case, if I have any issues, can I just call this line back? Yes. Definitely. And, Portia, we've also sent you the text message yesterday.","start_word":504,"end_word":531,"sentiment":"neutral","sentiment_score":0.18793155252933505},{"text":"So the router that you got is ready to use.","start_word":532,"end_word":541,"sentiment":"positive","sentiment_score":0.3883044123649597},{"text":"It's already preconfigured router. Because if you will be using your router, you Yep. need to configure it. The one we send, it's already preconfigured for plug and play. So once Okay. it's you just need to connect the Ethernet cable from port one of your NTD box to the one port of the modem router, then Okay. power it on and allow a few minutes for a sync. But if you need any assistance, we are open from Monday to Friday, 9AM to 6PM. We do Okay. have the direct phone number indicated from the text message. Okay. So that's our tech department who could further assist you, Portia. Then again, what you need to pay is the $20 standard delivery fee for the router. That's it Okay. since you've Okay. signed in for twelve months.","start_word":542,"end_word":678,"sentiment":"neutral","sentiment_score":0.09397831967059714},{"text":"And we are delighted to have you with Airtel.","start_word":679,"end_word":687,"sentiment":"positive","sentiment_score":0.641700267791748},{"text":"Do you have any further Okay. questions?","start_word":688,"end_word":694,"sentiment":"neutral","sentiment_score":0.14971669018268585},{"text":"Thank you so much.","start_word":695,"end_word":698,"sentiment":"positive","sentiment_score":0.43861445784568787},{"text":"No. I think that's everything, but I'll definitely reach out if I need to.","start_word":699,"end_word":712,"sentiment":"neutral","sentiment_score":0.06861738115549088},{"text":"But, otherwise, thank you so much for your help. I really appreciate it.","start_word":713,"end_word":725,"sentiment":"positive","sentiment_score":0.5250723361968994},{"text":"Mhmm. You're welcome. And then one more thing, we've also sent you, like, the email where you can monitor your account, your usage, your payment history, your invoices. Mhmm. With the link, the username and password, you can access your account, and you have also an option to change your password from the profile section of your account. And Yep. then you can process the standard delivery fee of $20, okay, Alright.","start_word":726,"end_word":797,"sentiment":"neutral","sentiment_score":0.13691650331020355},{"text":"for the Amazing. routing. Awesome. Thank Okay. you so much. I really You're appreciate welcome. it once again. You're welcome, and I appreciate your time today. You do have a great day, and be You too. Happy safe.","start_word":798,"end_word":835,"sentiment":"positive","sentiment_score":0.464319109916687},{"text":"Friday.","start_word":836,"end_word":836,"sentiment":"neutral","sentiment_score":0.2473829835653305},{"text":"Thank you.","start_word":837,"end_word":838,"sentiment":"positive","sentiment_score":0.3982847332954407},{"text":"You do the same at last. It's weekend. Bye now.","start_word":839,"end_word":848,"sentiment":"neutral","sentiment_score":0.24688081741333007},{"text":"Thank you. Bye.","start_word":849,"end_word":851,"sentiment":"positive","sentiment_score":0.6160529851913452}],"average":{"sentiment":"neutral","sentiment_score":0.14562236710099985}}}}