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Is it okay if I put you on hold? Let me just review the pictures. Okay. Thank you, ma'am. Hello, Vincent? Yes. Thank you for waiting. Can you connect with the router's Wi Fi even though it has no Internet connection? Mhmm. Is it okay if I request you to log in to the router's interface to double check if the credentials are correct? Mhmm. Hang on. I'll I'll just check the credentials. Hang on. Hello, Vincent? Yes. Thank you again for waiting. I sent you an email on how to do it for just do you have a reference on your end as well? Do you have a laptop or computer right now so I can walk you through? Mhmm. Okay. Yeah. We can try, but sometimes it's not working with the phone. That's why we're recommending a laptop or computer. But we can still try. Yeah. Okay. Sure. Be welcome. Okay. Mhmm. So for the username and password, that is the one indicated to the back of your router, the CN12345678. And for the password, it's CN12345678 as well. Mhmm. But have you log in with the username and password? Okay. Yeah. If mhmm. So once you're in the router's interface, you're going to see, like, an Internet setting, WAN setting, like that. And we just wanted you to check the PPPoE settings under Internet or one if the username and password, the one that I provided you in the email, is correct or if it match what's indicated there. Yeah. One Yeah. If the credentials match what's on your laptop, just send us a screenshot. But if it's not, this should be the correct credentials. You can enter it. Mhmm. Yeah. Actually, upon checking, the cables are properly plugged in and correct. Yep. It should be that white box and the one port at the back of your router. Oh, yes. Yes. Mhmm. Yeah. May I just confirm what port is this other three? Is it the LAN one to LAN three? The back of at the back of your router. And the cable is connected to the one port. Right? So for our last troubleshooting, we just need to confirm if the PPPOE credentials match what's on your system once you're able to log in to the router's interface. So Because this might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet. Yeah. Mhmm. Mhmm. Once I, yeah, once I did not respond within an hour, one hour later, just give this number a callback so that a different agent will accommodate you. Yeah. Thank you. 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Good afternoon. This is Maureen from Airtel tech support. Mhmm. Okay.\n\nHang on. Let me just check your account. I haven't received any picture as of the moment. I just received it just now. Is it okay if I put you on hold?\n\nLet me just review the pictures. Okay. Thank you, ma'am. Hello, Vincent? Yes.\n\nThank you for waiting. Can you connect with the router's Wi Fi even though it has no Internet connection? Mhmm. Is it okay if I request you to log in to the router's interface to double check if the credentials are correct? Mhmm.\n\nHang on. I'll I'll just check the credentials. Hang on. Hello, Vincent? Yes.\n\nThank you again for waiting. I sent you an email on how to do it for just do you have a reference on your end as well? Do you have a laptop or computer right now so I can walk you through? Mhmm. Okay.\n\nYeah. We can try, but sometimes it's not working with the phone. That's why we're recommending a laptop or computer. But we can still try. Yeah.\n\nOkay. Sure. Be welcome. Okay. Mhmm.\n\nSo for the username and password, that is the one indicated to the back of your router, the CN12345678. And for the password, it's CN12345678 as well. Mhmm. But have you log in with the username and password? Okay.\n\nYeah. If mhmm. So once you're in the router's interface, you're going to see, like, an Internet setting, WAN setting, like that. And we just wanted you to check the PPPoE settings under Internet or one if the username and password, the one that I provided you in the email, is correct or if it match what's indicated there. Yeah.\n\nOne Yeah. If the credentials match what's on your laptop, just send us a screenshot. But if it's not, this should be the correct credentials. You can enter it. Mhmm.\n\nYeah. Actually, upon checking, the cables are properly plugged in and correct. Yep. It should be that white box and the one port at the back of your router. Oh, yes.\n\nYes. Mhmm. Yeah. May I just confirm what port is this other three? Is it the LAN one to LAN three?\n\nThe back of at the back of your router. And the cable is connected to the one port. Right? So for our last troubleshooting, we just need to confirm if the PPPOE credentials match what's on your system once you're able to log in to the router's interface. So Because this might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet.\n\nYeah. Mhmm. Mhmm. Once I, yeah, once I did not respond within an hour, one hour later, just give this number a callback so that a different agent will accommodate you. Yeah.\n\nThank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.28,"end":1.52,"sentiment":"neutral","sentiment_score":0.22868500649929047},{"text":"Good afternoon.","start":1.52,"end":2.32,"sentiment":"positive","sentiment_score":0.4665030837059021},{"text":"This is Maureen from Airtel tech support.","start":2.32,"end":4.5,"sentiment":"neutral","sentiment_score":0.28719657233783175},{"text":"Mhmm.","start":12.4,"end":12.795,"sentiment":"neutral","sentiment_score":0.023671751841902733},{"text":"Okay.","start":21.675,"end":21.915,"sentiment":"neutral","sentiment_score":-0.005699170753359795}],"sentiment":"neutral","sentiment_score":0.26583664678037167,"num_words":12,"start":1.28,"end":21.915},{"sentences":[{"text":"Hang on.","start":21.915,"end":22.314999,"sentiment":"neutral","sentiment_score":-0.016437899321317673},{"text":"Let me just check your account.","start":22.314999,"end":23.935,"sentiment":"neutral","sentiment_score":-0.01118049087623755},{"text":"I haven't received any 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the username and password, that is the one indicated to the back of your router, the CN12345678.","start":460.94,"end":471.965,"sentiment":"neutral","sentiment_score":0.05433320646223269},{"text":"And for the password, it's CN12345678 as well.","start":472.10498,"end":476.60498,"sentiment":"neutral","sentiment_score":0.05679625878110528},{"text":"Mhmm.","start":528.46497,"end":528.96497,"sentiment":"neutral","sentiment_score":0.016453657299280167},{"text":"But have you log in with the username and password?","start":529.425,"end":533.125,"sentiment":"neutral","sentiment_score":-0.028791489265859126},{"text":"Okay.","start":545.37,"end":545.87,"sentiment":"neutral","sentiment_score":-0.01452312059700489}],"sentiment":"neutral","sentiment_score":0.030787606078844804,"num_words":39,"start":460.94,"end":545.87},{"sentences":[{"text":"Yeah.","start":546.25,"end":546.75,"sentiment":"neutral","sentiment_score":0.001607745885848999},{"text":"If mhmm.","start":547.61,"end":549.63,"sentiment":"neutral","sentiment_score":0.011962139047682285},{"text":"So once you're in the router's interface, you're going to see, like, an Internet setting, WAN setting, like that.","start":550.28503,"end":558.945,"sentiment":"neutral","sentiment_score":0.009133570224022199},{"text":"And we just wanted you to check the PPPoE settings under Internet or one if the username and password, the one that I provided you in the email, is correct or if it match what's indicated there.","start":559.405,"end":573.89,"sentiment":"neutral","sentiment_score":0.0012141091094629184},{"text":"Yeah.","start":575.70996,"end":576.02997,"sentiment":"neutral","sentiment_score":0.10300780832767488}],"sentiment":"neutral","sentiment_score":0.0057833283935906366,"num_words":60,"start":546.25,"end":576.02997},{"sentences":[{"text":"One Yeah.","start":576.02997,"end":585.23505,"sentiment":"neutral","sentiment_score":0.09563747420907022},{"text":"If the credentials match what's on your laptop, just send us a screenshot.","start":585.375,"end":593.315,"sentiment":"neutral","sentiment_score":0.040381860274534956},{"text":"But if it's not, this should be the correct credentials.","start":594.02,"end":597.8,"sentiment":"neutral","sentiment_score":0.014346691966056823},{"text":"You can enter it.","start":599.7,"end":601.32,"sentiment":"neutral","sentiment_score":0.02757403440773487},{"text":"Mhmm.","start":601.54004,"end":602.04004,"sentiment":"neutral","sentiment_score":0.0007287547341547906}],"sentiment":"neutral","sentiment_score":0.03235769813375858,"num_words":30,"start":576.02997,"end":602.04004},{"sentences":[{"text":"Yeah.","start":610.075,"end":610.575,"sentiment":"neutral","sentiment_score":0.09393271058797836},{"text":"Actually, upon checking, the cables are properly plugged in and correct.","start":611.195,"end":615.755,"sentiment":"neutral","sentiment_score":0.13439159027554773},{"text":"Yep.","start":615.755,"end":616.255,"sentiment":"neutral","sentiment_score":0.17960941791534424},{"text":"It should be that white box and the one port at the back of your router.","start":616.315,"end":621.135,"sentiment":"neutral","sentiment_score":0.14261469710618258},{"text":"Oh, yes.","start":622.85004,"end":623.59,"sentiment":"neutral","sentiment_score":0.04740899242460728}],"sentiment":"neutral","sentiment_score":0.13317750838975753,"num_words":31,"start":610.075,"end":623.59},{"sentences":[{"text":"Yes.","start":629.73004,"end":630.23004,"sentiment":"neutral","sentiment_score":0.05649475380778313},{"text":"Mhmm.","start":635.49,"end":635.745,"sentiment":"neutral","sentiment_score":-0.02639028988778591},{"text":"Yeah.","start":639.745,"end":640.245,"sentiment":"neutral","sentiment_score":0.027424219995737076},{"text":"May I just confirm what port is this other three?","start":640.705,"end":645.205,"sentiment":"neutral","sentiment_score":0.02144063198938966},{"text":"Is it the LAN one to LAN three?","start":645.585,"end":647.76,"sentiment":"neutral","sentiment_score":0.007179713575169444}],"sentiment":"neutral","sentiment_score":0.01568441487671364,"num_words":21,"start":629.73004,"end":647.76},{"sentences":[{"text":"The back of at the back of your router.","start":649.92,"end":651.94,"sentiment":"neutral","sentiment_score":0.005325560458004475},{"text":"And the cable is connected to the one port.","start":656.0,"end":659.44,"sentiment":"neutral","sentiment_score":0.01601487087706725},{"text":"Right?","start":659.44,"end":659.775,"sentiment":"neutral","sentiment_score":0.018816133961081505},{"text":"So for our last troubleshooting, we just need to confirm if the PPPOE credentials match what's on your system once you're able to log in to the router's interface.","start":662.41504,"end":672.515,"sentiment":"neutral","sentiment_score":-0.0008286865195259453},{"text":"So Because this might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet.","start":673.80005,"end":686.06,"sentiment":"neutral","sentiment_score":-0.22151818254898334}],"sentiment":"neutral","sentiment_score":-0.08100232710402652,"num_words":77,"start":649.92,"end":686.06},{"sentences":[{"text":"Yeah.","start":687.875,"end":688.375,"sentiment":"neutral","sentiment_score":0.14353890717029572},{"text":"Mhmm.","start":691.875,"end":692.375,"sentiment":"neutral","sentiment_score":0.07131913304328918},{"text":"Mhmm.","start":694.515,"end":694.59503,"sentiment":"neutral","sentiment_score":0.035627663135528564},{"text":"Once I, yeah, once I did not respond within an hour, one hour later, just give this number a callback so that a different agent will accommodate you.","start":694.59503,"end":705.14996,"sentiment":"neutral","sentiment_score":-0.034545307513326406},{"text":"Yeah.","start":709.05,"end":709.37,"sentiment":"positive","sentiment_score":0.5372148752212524}],"sentiment":"neutral","sentiment_score":-0.005611500993836671,"num_words":32,"start":687.875,"end":709.37},{"sentences":[{"text":"Thank you.","start":709.37,"end":710.11,"sentiment":"positive","sentiment_score":0.7622822225093842},{"text":"Bye for now.","start":710.73,"end":711.71,"sentiment":"neutral","sentiment_score":0.30278006196022034}],"sentiment":"positive","sentiment_score":0.48658092617988585,"num_words":5,"start":709.37,"end":711.71}]}}]},{"alternatives":[{"transcript":"Hi, Maureen. My name is Vince Hunter. I'm calling in relation to an Internet connection which I spoke with you about earlier. Are you able to help me? I've just I have sent some photographs. Is it the email morena morena@Airtel.net? It might take a minute or two to land. I just sent it from vincejhunter@gmail.com. Yeah. Sure thing. Thank you. Hi. Yeah. I can. Yeah. How do I do that? Yeah. Hi. I have my I have my mobile with the Internet. I can try it on I'll try it on my mobile. I'll have a go. If if it doesn't work, I'll have to do it on Wednesday with my laptop. Oh, no. It looks like it's worked. I've got the website up. Let's just try. So I've logged in using the default username and password printed on the router. And so I go log in. Yeah. Look. I'll have to I'll have to utilize my laptop to do that. I can probably give it a go this evening just to try, and I can follow your instructions on the email. Yeah. The website, I got into the site, but then it's not it's not loading. So it's like I think it's just because it's on the mobile. Yeah. Yeah. Alright. I'll I'll, yeah, I'll have a look once I can log on, and I'll try it, and I'll see I'm on my laptop. Okay. Just just from the photos I sent, is it do I have it plugged into the right points? Right. Okay. Yeah. Cool. Yeah. Because I just was confused because there was, like, three different little point things at the back of my car. Maybe I missed it, but I'll try the credentials as you indicated. And, obviously, I will inform you if I get success, I'll send a screenshot. If there's any other issues, I'll contact, and we can see what else can be done. The other yeah. The back has three LAN one LAN LAN one to three. Yeah. Yeah. Just the WAN point. Yeah. I'll do that, and I'll send a screenshot. Okay. Cool. Well, I'll get that I'll I'll get that confirmation once I have access to the correct thing. Yeah. No problem. I appreciate your help this evening. Okay. Goodbye. 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Maureen. My name is Vince Hunter. I'm calling in relation to an Internet connection which I spoke with you about earlier. Are you able to help me? I've just I have sent some photographs.\n\nIs it the email morena morena@Airtel.net? It might take a minute or two to land. I just sent it from vincejhunter@gmail.com. Yeah. Sure thing.\n\nThank you. Hi. Yeah. I can. Yeah.\n\nHow do I do that? Yeah. Hi. I have my I have my mobile with the Internet. I can try it on I'll try it on my mobile.\n\nI'll have a go. If if it doesn't work, I'll have to do it on Wednesday with my laptop. Oh, no. It looks like it's worked. I've got the website up.\n\nLet's just try. So I've logged in using the default username and password printed on the router. And so I go log in. Yeah. Look.\n\nI'll have to I'll have to utilize my laptop to do that. I can probably give it a go this evening just to try, and I can follow your instructions on the email. Yeah. The website, I got into the site, but then it's not it's not loading. So it's like I think it's just because it's on the mobile.\n\nYeah. Yeah. Alright. I'll I'll, yeah, I'll have a look once I can log on, and I'll try it, and I'll see I'm on my laptop. Okay.\n\nJust just from the photos I sent, is it do I have it plugged into the right points? Right. Okay. Yeah. Cool.\n\nYeah. Because I just was confused because there was, like, three different little point things at the back of my car. Maybe I missed it, but I'll try the credentials as you indicated. And, obviously, I will inform you if I get success, I'll send a screenshot. If there's any other issues, I'll contact, and we can see what else can be done.\n\nThe other yeah. The back has three LAN one LAN LAN one to three. Yeah. Yeah. Just the WAN point.\n\nYeah. I'll do that, and I'll send a screenshot. Okay. Cool. Well, I'll get that I'll I'll get that confirmation once I have access to the correct thing.\n\nYeah. No problem. I appreciate your help this evening. Okay. Goodbye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi, Maureen.","start":6.0,"end":6.64,"sentiment":"neutral","sentiment_score":0.13106361031532288},{"text":"My name is Vince Hunter.","start":6.64,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.07955077737569809},{"text":"I'm calling in relation to an Internet connection which I spoke with you about earlier.","start":7.7599998,"end":11.7,"sentiment":"neutral","sentiment_score":0.0548509751756986},{"text":"Are you able to help me?","start":15.605,"end":16.985,"sentiment":"neutral","sentiment_score":0.03338336944580078},{"text":"I've just I have sent some photographs.","start":17.205,"end":19.064999,"sentiment":"neutral","sentiment_score":-0.0747222581080028}],"sentiment":"neutral","sentiment_score":0.03313971843038287,"num_words":35,"start":6.0,"end":19.064999},{"sentences":[{"text":"Is it the email morena morena@Airtel.net?","start":46.805,"end":51.285,"sentiment":"neutral","sentiment_score":-0.050943159187833466},{"text":"It might take a minute or two to land.","start":51.285,"end":53.13,"sentiment":"neutral","sentiment_score":-0.11138080639971627},{"text":"I just sent it from vincejhunter@gmail.com.","start":53.61,"end":56.43,"sentiment":"neutral","sentiment_score":-0.0053902238529796405},{"text":"Yeah.","start":61.93,"end":62.25,"sentiment":"neutral","sentiment_score":0.1444825381040573},{"text":"Sure thing.","start":62.25,"end":62.73,"sentiment":"neutral","sentiment_score":0.31205685436725616}],"sentiment":"neutral","sentiment_score":-0.023826304541823145,"num_words":24,"start":46.805,"end":62.73},{"sentences":[{"text":"Thank you.","start":62.73,"end":63.39,"sentiment":"positive","sentiment_score":0.4923275411128998},{"text":"Hi.","start":251.22,"end":251.72,"sentiment":"neutral","sentiment_score":0.12669217586517334},{"text":"Yeah.","start":260.58,"end":260.9,"sentiment":"neutral","sentiment_score":0.12079170346260072},{"text":"I can.","start":260.9,"end":261.63998,"sentiment":"neutral","sentiment_score":0.1285359263420105},{"text":"Yeah.","start":271.67502,"end":271.915,"sentiment":"neutral","sentiment_score":0.03675011917948723}],"sentiment":"neutral","sentiment_score":0.2179944190595831,"num_words":7,"start":62.73,"end":271.915},{"sentences":[{"text":"How do I do that?","start":271.915,"end":273.055,"sentiment":"neutral","sentiment_score":0.036923456192016604},{"text":"Yeah.","start":396.66,"end":397.16,"sentiment":"neutral","sentiment_score":0.09270848333835602},{"text":"Hi.","start":403.0125,"end":403.5125,"sentiment":"neutral","sentiment_score":0.1162945106625557},{"text":"I have my I have my mobile with the Internet.","start":409.525,"end":412.66498,"sentiment":"neutral","sentiment_score":-0.02191469445824623},{"text":"I can try it on I'll try it on my mobile.","start":415.125,"end":418.10498,"sentiment":"neutral","sentiment_score":-0.0016431141729381952}],"sentiment":"neutral","sentiment_score":0.005585681231293295,"num_words":28,"start":271.915,"end":418.10498},{"sentences":[{"text":"I'll have a go.","start":428.37,"end":429.16998,"sentiment":"neutral","sentiment_score":0.14019843575078994},{"text":"If if it doesn't work, I'll have to do it on Wednesday with my laptop.","start":429.16998,"end":434.38998,"sentiment":"neutral","sentiment_score":-0.2963496218125025},{"text":"Oh, no.","start":437.585,"end":437.825,"sentiment":"neutral","sentiment_score":0.11744293197989464},{"text":"It looks like it's worked.","start":437.825,"end":439.105,"sentiment":"positive","sentiment_score":0.45184690356254575},{"text":"I've got the website up.","start":439.105,"end":440.305,"sentiment":"neutral","sentiment_score":0.24306532442569734}],"sentiment":"neutral","sentiment_score":-0.005645276783334632,"num_words":31,"start":428.37,"end":440.305},{"sentences":[{"text":"Let's just try.","start":440.305,"end":441.365,"sentiment":"neutral","sentiment_score":0.19951219856739044},{"text":"So I've logged in using the default username and password printed on the router.","start":442.545,"end":446.645,"sentiment":"neutral","sentiment_score":0.0803854236645358},{"text":"And so I go log in.","start":447.905,"end":459.7775,"sentiment":"neutral","sentiment_score":0.04442713037133217},{"text":"Yeah.","start":518.0,"end":518.39996,"sentiment":"neutral","sentiment_score":0.08643357455730438},{"text":"Look.","start":518.39996,"end":518.64,"sentiment":"neutral","sentiment_score":0.09709060192108154}],"sentiment":"neutral","sentiment_score":0.08696077942848206,"num_words":25,"start":440.305,"end":518.64},{"sentences":[{"text":"I'll have to I'll have to utilize my laptop to do that.","start":518.64,"end":521.94,"sentiment":"neutral","sentiment_score":0.050833046125868954},{"text":"I can probably give it a go this evening just to try, and I can follow your instructions on the email.","start":522.32,"end":528.15497,"sentiment":"neutral","sentiment_score":0.28344658868653433},{"text":"Yeah.","start":534.21497,"end":534.535,"sentiment":"neutral","sentiment_score":-0.07909461855888367},{"text":"The website, I got into the site, but then it's not it's not loading.","start":534.535,"end":540.39,"sentiment":"neutral","sentiment_score":-0.2291404189808028},{"text":"So it's like I think it's just because it's on the mobile.","start":540.45,"end":543.59,"sentiment":"neutral","sentiment_score":-0.22909573713938394}],"sentiment":"neutral","sentiment_score":0.008769426432748636,"num_words":60,"start":518.64,"end":543.59},{"sentences":[{"text":"Yeah.","start":547.82495,"end":548.14496,"sentiment":"neutral","sentiment_score":0.017155081033706665},{"text":"Yeah.","start":548.14496,"end":548.64496,"sentiment":"neutral","sentiment_score":0.023849479854106903},{"text":"Alright.","start":574.69,"end":575.19,"sentiment":"neutral","sentiment_score":0.09716267883777618},{"text":"I'll I'll, yeah, I'll have a look once I can log on, and I'll try it, and I'll see I'm on my laptop.","start":575.81,"end":583.575,"sentiment":"neutral","sentiment_score":0.11844782660836758},{"text":"Okay.","start":599.00995,"end":599.50995,"sentiment":"neutral","sentiment_score":0.06156693026423454}],"sentiment":"neutral","sentiment_score":0.10829756229563996,"num_words":27,"start":547.82495,"end":599.50995},{"sentences":[{"text":"Just just from the photos I sent, is it do I have it plugged into the right points?","start":599.88995,"end":608.66504,"sentiment":"neutral","sentiment_score":0.040801813619004354},{"text":"Right.","start":610.405,"end":610.905,"sentiment":"neutral","sentiment_score":0.10714053362607956},{"text":"Okay.","start":615.36505,"end":615.86505,"sentiment":"neutral","sentiment_score":0.1326204240322113},{"text":"Yeah.","start":621.80005,"end":622.12006,"sentiment":"neutral","sentiment_score":0.2355486899614334},{"text":"Cool.","start":622.12006,"end":622.62006,"sentiment":"neutral","sentiment_score":0.2994246482849121}],"sentiment":"neutral","sentiment_score":0.06859849732030522,"num_words":22,"start":599.88995,"end":622.62006},{"sentences":[{"text":"Yeah.","start":622.68005,"end":623.0,"sentiment":"neutral","sentiment_score":0.1274077147245407},{"text":"Because I just was confused because there was, like, three different little point things at the back of my car.","start":623.0,"end":627.80005,"sentiment":"neutral","sentiment_score":-0.058596447110176086},{"text":"Maybe I missed it, but I'll try the credentials as you indicated.","start":627.80005,"end":631.42004,"sentiment":"neutral","sentiment_score":-0.018353500713904698},{"text":"And, obviously, I will inform you if I get success, I'll send a screenshot.","start":631.48004,"end":634.78,"sentiment":"neutral","sentiment_score":0.15398088629756654},{"text":"If there's any other issues, I'll contact, and we can see what else can be done.","start":635.16504,"end":639.34503,"sentiment":"neutral","sentiment_score":-0.011947514372877777}],"sentiment":"neutral","sentiment_score":0.01110807844688968,"num_words":63,"start":622.68005,"end":639.34503},{"sentences":[{"text":"The other yeah.","start":649.98,"end":651.34,"sentiment":"neutral","sentiment_score":0.005848359316587448},{"text":"The back has three LAN one LAN LAN one to three.","start":651.34,"end":654.7,"sentiment":"neutral","sentiment_score":0.009872057136486877},{"text":"Yeah.","start":654.7,"end":655.2,"sentiment":"neutral","sentiment_score":0.02670046128332615},{"text":"Yeah.","start":660.38,"end":660.7,"sentiment":"neutral","sentiment_score":0.013116634450852873},{"text":"Just the WAN point.","start":660.7,"end":662.08,"sentiment":"neutral","sentiment_score":0.0029748938977718353}],"sentiment":"neutral","sentiment_score":0.008892718888819217,"num_words":20,"start":649.98,"end":662.08},{"sentences":[{"text":"Yeah.","start":673.385,"end":673.785,"sentiment":"neutral","sentiment_score":-0.0298686008900404},{"text":"I'll do that, and I'll send a screenshot.","start":673.785,"end":676.045,"sentiment":"neutral","sentiment_score":-0.02730745868757367},{"text":"Okay.","start":687.06,"end":687.54004,"sentiment":"neutral","sentiment_score":0.0536225251853466},{"text":"Cool.","start":687.54004,"end":687.86005,"sentiment":"neutral","sentiment_score":0.12540172040462494},{"text":"Well, I'll get that I'll I'll get that confirmation once I have access to the correct thing.","start":687.86005,"end":695.535,"sentiment":"neutral","sentiment_score":0.15123542836483786}],"sentiment":"neutral","sentiment_score":0.08934636633577091,"num_words":28,"start":673.385,"end":695.535},{"sentences":[{"text":"Yeah.","start":705.57886,"end":705.81885,"sentiment":"neutral","sentiment_score":0.16493761539459229},{"text":"No problem.","start":705.81885,"end":706.5389,"sentiment":"positive","sentiment_score":0.4290718734264374},{"text":"I appreciate your help this evening.","start":706.5389,"end":708.2389,"sentiment":"positive","sentiment_score":0.6154456585645676},{"text":"Okay.","start":710.69885,"end":711.01886,"sentiment":"positive","sentiment_score":0.3994104266166687},{"text":"Goodbye.","start":711.01886,"end":711.51886,"sentiment":"neutral","sentiment_score":0.24230965971946716}],"sentiment":"positive","sentiment_score":0.48704321817918256,"num_words":11,"start":705.57886,"end":711.51886},{"sentences":[{"text":"Bye.","start":712.2189,"end":712.7189,"sentiment":"neutral","sentiment_score":-0.09429706633090972}],"sentiment":"neutral","sentiment_score":-0.09429706633090972,"num_words":1,"start":712.2189,"end":712.7189}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel tech support.\n\nChannel 1: Hi, Maureen. My name is Vince Hunter. I'm calling in relation to an Internet connection which I spoke with you about earlier.\n\nChannel 0: Mhmm.\n\nChannel 1: Are you able to help me? I've just I have sent some photographs.\n\nChannel 0: Okay. Hang on. Let me just check your account. I haven't received any picture as of the\n\nChannel 1: Is it the email morena morena@Airtel.net? It might take a minute or two to land. I just sent it from vincejhunter@gmail.com.\n\nChannel 0: moment. I just received it just now. Is it okay if I put you on hold? Let me just review the pictures.\n\nChannel 1: Yeah. Sure thing. Thank you.\n\nChannel 0: Okay. Thank you, ma'am. Hello, Vincent?\n\nChannel 1: Hi.\n\nChannel 0: Yes. Thank you for waiting. Can you connect with the router's Wi Fi even though it has no Internet connection?\n\nChannel 1: Yeah. I can.\n\nChannel 0: Mhmm. Is it okay if I request you to log in to the router's interface to double check if the credentials are correct?\n\nChannel 1: Yeah. How do I do that?\n\nChannel 0: Mhmm. Hang on. I'll I'll just check the credentials. Hang on. Hello, Vincent?\n\nChannel 1: Yeah.\n\nChannel 0: Yes. Thank you again for waiting. I sent you an email on how to do it\n\nChannel 1: Hi.\n\nChannel 0: for just do you have a reference on your end as well? Do you have a laptop or computer right now so I can\n\nChannel 1: I have\n\nChannel 0: walk you through?\n\nChannel 1: my I have my\n\nChannel 0: Mhmm.\n\nChannel 1: mobile with the Internet. I can try it on I'll try it on my mobile.\n\nChannel 0: Okay. Yeah. We can try, but sometimes it's not working with the phone. That's why we're recommending a laptop or computer. But we can still try.\n\nYeah.\n\nChannel 1: I'll have a go. If if it doesn't work, I'll have to do it on Wednesday with my laptop.\n\nChannel 0: Okay. Sure.\n\nChannel 1: Oh, no. It looks\n\nChannel 0: Be\n\nChannel 1: like\n\nChannel 0: welcome.\n\nChannel 1: it's worked. I've got the website up. Let's just try.\n\nChannel 0: Okay.\n\nChannel 1: So I've logged in using the default username and password printed on the router.\n\nChannel 0: Mhmm.\n\nChannel 1: And so I go log in.\n\nChannel 0: So for the username and password, that is the one indicated to the back of your router, the CN12345678. And for the password, it's CN12345678 as well.\n\nChannel 1: Yeah. Look. I'll have to I'll have to utilize my laptop to do that. I can probably give it a go this evening just to try, and I can follow your instructions on the email.\n\nChannel 0: Mhmm. But have you log in with the username and password?\n\nChannel 1: Yeah. The website, I got into the site, but then it's not it's not loading. So it's like I think it's just because it's on the mobile.\n\nChannel 0: Okay. Yeah. If\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: mhmm. So once you're in the router's interface, you're going to see, like, an Internet setting, WAN setting, like that. And we just wanted you to check the PPPoE settings under Internet or one if the username and password, the one that I provided you in the email, is correct or if it match what's indicated there.\n\nChannel 1: Alright.\n\nChannel 0: Yeah.\n\nChannel 1: I'll\n\nChannel 0: One\n\nChannel 1: I'll, yeah, I'll have a look once I can log on, and I'll try it, and I'll see I'm on my laptop.\n\nChannel 0: Yeah. If the credentials match what's on your laptop, just send us a screenshot. But if it's not, this should be the correct credentials.\n\nChannel 1: Okay.\n\nChannel 0: You\n\nChannel 1: Just\n\nChannel 0: can enter it. Mhmm.\n\nChannel 1: just from the photos I sent, is it do I have it plugged into the right points?\n\nChannel 0: Yeah.\n\nChannel 1: Right.\n\nChannel 0: Actually, upon checking, the cables are properly plugged in and correct.\n\nChannel 1: Okay.\n\nChannel 0: Yep. It should be that white box and the one port at the back of your router.\n\nChannel 1: Yeah. Cool. Yeah.\n\nChannel 0: Oh,\n\nChannel 1: Because\n\nChannel 0: yes.\n\nChannel 1: I just was confused because there was, like, three different little point things at the back of my car. Maybe I missed it, but I'll try the credentials\n\nChannel 0: Yes.\n\nChannel 1: as you indicated. And, obviously, I will inform you if I get success, I'll send a screenshot. If there's\n\nChannel 0: Mhmm.\n\nChannel 1: any other issues, I'll contact, and we can see what else can be done.\n\nChannel 0: Yeah. May I just confirm what port is this other three? Is it the LAN one to LAN three? The\n\nChannel 1: The\n\nChannel 0: back\n\nChannel 1: other\n\nChannel 0: of at the back\n\nChannel 1: yeah.\n\nChannel 0: of your\n\nChannel 1: The\n\nChannel 0: router.\n\nChannel 1: back has three LAN one LAN LAN one to three. Yeah.\n\nChannel 0: And the cable is connected to the one port. Right?\n\nChannel 1: Yeah. Just the WAN point.\n\nChannel 0: So for our last troubleshooting, we just need to confirm if the PPPOE credentials match what's on your system once you're able to log in to the router's interface.\n\nChannel 1: Yeah. I'll\n\nChannel 0: So Because\n\nChannel 1: do that, and\n\nChannel 0: this\n\nChannel 1: I'll send a screenshot.\n\nChannel 0: might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet.\n\nChannel 1: Okay. Cool. Well,\n\nChannel 0: Yeah.\n\nChannel 1: I'll get that I'll I'll get that confirmation once I have access to the\n\nChannel 0: Mhmm.\n\nChannel 1: correct\n\nChannel 0: Mhmm. Once I,\n\nChannel 1: thing.\n\nChannel 0: yeah, once I did not respond within an hour, one hour later, just give this number a callback so that a different agent will accommodate you.\n\nChannel 1: Yeah. No problem. I appreciate your help this evening.\n\nChannel 0: Yeah. Thank you.\n\nChannel 1: Okay.\n\nChannel 0: Bye for\n\nChannel 1: Goodbye.\n\nChannel 0: now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.28,"end":1.52,"sentiment":"neutral","sentiment_score":0.22868500649929047},{"text":"Good afternoon.","start":1.52,"end":2.32,"sentiment":"positive","sentiment_score":0.4665030837059021},{"text":"This is Maureen from Airtel tech support.","start":2.32,"end":4.5,"sentiment":"neutral","sentiment_score":0.28719657233783175}],"sentiment":"neutral","sentiment_score":0.3172067180275917,"channel":0,"num_words":10,"start":1.28,"end":4.5},{"sentences":[{"text":"Hi, Maureen.","start":6.0,"end":6.64,"sentiment":"neutral","sentiment_score":0.13106361031532288},{"text":"My name is Vince Hunter.","start":6.64,"end":7.7599998,"sentiment":"neutral","sentiment_score":0.07955077737569809},{"text":"I'm calling in relation to an Internet connection which I spoke with you about earlier.","start":7.7599998,"end":11.7,"sentiment":"neutral","sentiment_score":0.0548509751756986}],"sentiment":"neutral","sentiment_score":0.06739298796111887,"channel":1,"num_words":22,"start":6.0,"end":11.7},{"sentences":[{"text":"Mhmm.","start":12.4,"end":12.795,"sentiment":"neutral","sentiment_score":0.023671751841902733}],"sentiment":"neutral","sentiment_score":0.023671751841902733,"channel":0,"num_words":1,"start":12.4,"end":12.795},{"sentences":[{"text":"Are you able to help me?","start":15.605,"end":16.985,"sentiment":"neutral","sentiment_score":0.03338336944580078},{"text":"I've just I have sent some photographs.","start":17.205,"end":19.064999,"sentiment":"neutral","sentiment_score":-0.0747222581080028}],"sentiment":"neutral","sentiment_score":-0.024827353083170377,"channel":1,"num_words":13,"start":15.605,"end":19.064999},{"sentences":[{"text":"Okay.","start":21.675,"end":21.915,"sentiment":"neutral","sentiment_score":-0.005699170753359795},{"text":"Hang on.","start":21.915,"end":22.314999,"sentiment":"neutral","sentiment_score":-0.016437899321317673},{"text":"Let me just check your account.","start":22.314999,"end":23.935,"sentiment":"neutral","sentiment_score":-0.01118049087623755},{"text":"I haven't received any picture as of the","start":40.15,"end":43.805,"sentiment":"neutral","sentiment_score":-0.10756370704621077}],"sentiment":"neutral","sentiment_score":-0.056833386530770975,"channel":0,"num_words":17,"start":21.675,"end":43.805},{"sentences":[{"text":"Is it the email morena morena@Airtel.net?","start":46.805,"end":51.285,"sentiment":"neutral","sentiment_score":-0.050943159187833466},{"text":"It might take a minute or two to land.","start":51.285,"end":53.13,"sentiment":"neutral","sentiment_score":-0.11138080639971627},{"text":"I just sent it from vincejhunter@gmail.com.","start":53.61,"end":56.43,"sentiment":"neutral","sentiment_score":-0.0053902238529796405}],"sentiment":"neutral","sentiment_score":-0.0638298836115393,"channel":1,"num_words":21,"start":46.805,"end":56.43},{"sentences":[{"text":"moment.","start":54.504997,"end":55.004997,"sentiment":"neutral","sentiment_score":-0.02964409999549389},{"text":"I just received it just now.","start":56.344997,"end":58.66,"sentiment":"neutral","sentiment_score":-0.003895337382952372},{"text":"Is it okay if I put you on hold?","start":58.66,"end":60.1,"sentiment":"neutral","sentiment_score":-0.023230943828821182},{"text":"Let me just review the pictures.","start":60.1,"end":61.559998,"sentiment":"neutral","sentiment_score":-0.011874345131218433}],"sentiment":"neutral","sentiment_score":-0.015151849524541334,"channel":0,"num_words":22,"start":54.504997,"end":61.559998},{"sentences":[{"text":"Yeah.","start":61.93,"end":62.25,"sentiment":"neutral","sentiment_score":0.1444825381040573},{"text":"Sure thing.","start":62.25,"end":62.73,"sentiment":"neutral","sentiment_score":0.31205685436725616},{"text":"Thank you.","start":62.73,"end":63.39,"sentiment":"positive","sentiment_score":0.4923275411128998}],"sentiment":"positive","sentiment_score":0.35065026581287384,"channel":1,"num_words":5,"start":61.93,"end":63.39},{"sentences":[{"text":"Okay.","start":62.98,"end":63.38,"sentiment":"neutral","sentiment_score":0.28822579979896545},{"text":"Thank you, ma'am.","start":63.38,"end":64.2,"sentiment":"positive","sentiment_score":0.49037033319473267},{"text":"Hello, Vincent?","start":249.405,"end":250.385,"sentiment":"neutral","sentiment_score":0.12280769646167755}],"sentiment":"positive","sentiment_score":0.3341586987177531,"channel":0,"num_words":6,"start":62.98,"end":250.385},{"sentences":[{"text":"Hi.","start":251.22,"end":251.72,"sentiment":"neutral","sentiment_score":0.12669217586517334}],"sentiment":"neutral","sentiment_score":0.12669217586517334,"channel":1,"num_words":1,"start":251.22,"end":251.72},{"sentences":[{"text":"Yes.","start":252.125,"end":252.44499,"sentiment":"neutral","sentiment_score":0.19430182874202728},{"text":"Thank you for waiting.","start":252.44499,"end":253.50499,"sentiment":"positive","sentiment_score":0.4072398841381073},{"text":"Can you connect with the router's Wi Fi even though it has no Internet connection?","start":255.57999,"end":260.08,"sentiment":"neutral","sentiment_score":0.11191723346710206}],"sentiment":"neutral","sentiment_score":0.17510099336504936,"channel":0,"num_words":20,"start":252.125,"end":260.08},{"sentences":[{"text":"Yeah.","start":260.58,"end":260.9,"sentiment":"neutral","sentiment_score":0.12079170346260072},{"text":"I can.","start":260.9,"end":261.63998,"sentiment":"neutral","sentiment_score":0.1285359263420105}],"sentiment":"neutral","sentiment_score":0.12595451871554056,"channel":1,"num_words":3,"start":260.58,"end":261.63998},{"sentences":[{"text":"Mhmm.","start":262.46,"end":262.96,"sentiment":"neutral","sentiment_score":0.03342684358358383},{"text":"Is it okay if I request you to log in to the router's interface to double check if the credentials are correct?","start":263.25998,"end":270.4,"sentiment":"neutral","sentiment_score":0.046745353039692746}],"sentiment":"neutral","sentiment_score":0.046166287411166275,"channel":0,"num_words":23,"start":262.46,"end":270.4},{"sentences":[{"text":"Yeah.","start":271.67502,"end":271.915,"sentiment":"neutral","sentiment_score":0.03675011917948723},{"text":"How do I do that?","start":271.915,"end":273.055,"sentiment":"neutral","sentiment_score":0.036923456192016604}],"sentiment":"neutral","sentiment_score":0.036894566689928375,"channel":1,"num_words":6,"start":271.67502,"end":273.055},{"sentences":[{"text":"Mhmm.","start":273.98502,"end":274.48502,"sentiment":"neutral","sentiment_score":0.013626670464873314},{"text":"Hang on.","start":274.785,"end":275.42502,"sentiment":"neutral","sentiment_score":0.008875886909663677},{"text":"I'll I'll just check the credentials.","start":275.42502,"end":279.36502,"sentiment":"neutral","sentiment_score":0.01641766106088956},{"text":"Hang 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Maureen from Airtel tech support calls an agent named Vince to ask for help with her internet connection. She asks for help checking the router's girlfriend's email and asks for the agent to log in to the router's interface to check the credentials. The agent confirms the credentials and the call ends with the agent telling Maureen to call back if there are any further issues."},"intents":{"segments":[{"text":"This is Maureen from Airtel tech support. Hi, Maureen.","start_word":3,"end_word":11,"intents":[{"intent":"Request technical assistance","confidence_score":0.12328074}]},{"text":"So I've logged in using the default username and password printed on the router. Mhmm. And so I go log in. So for the username and password, that is the one indicated to the back of your router, the CN12345678. And for the password, it's CN12345678 as well. Yeah.","start_word":316,"end_word":364,"intents":[{"intent":"Validate login","confidence_score":0.0000086912505}]},{"text":"May I just confirm what port is this other three? Is it the LAN one to LAN three? The The back other of at the back yeah. of your The router. back has three LAN one LAN LAN one to three. Yeah. And the cable is connected to the one port. Right? Yeah.","start_word":674,"end_word":726,"intents":[{"intent":"Confirm connection to port","confidence_score":0.0015691611}]},{"text":"might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet. Okay.","start_word":772,"end_word":798,"intents":[{"intent":"Fix connectivity issue","confidence_score":0.002503012}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.22868500649929047},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.4508965015411377},{"text":"This is Maureen from Airtel tech support. Hi, Maureen. My name is Vince Hunter. I'm calling in relation to an Internet connection which I spoke with you about earlier. Mhmm. Are you able to help me? I've just I have sent some photographs. Okay. Hang on. Let me just check your account. I haven't received any picture as of the Is it the email morena morena@Airtel.net? It might take a minute or two to land. I just sent it from vincejhunter@gmail.com. moment. I just received it just now. Is it okay if I put you on hold? Let me just review the pictures. Yeah. Sure thing.","start_word":3,"end_word":108,"sentiment":"neutral","sentiment_score":0.015969935804605484},{"text":"Thank you.","start_word":109,"end_word":110,"sentiment":"positive","sentiment_score":0.4752771854400635},{"text":"Okay.","start_word":111,"end_word":111,"sentiment":"neutral","sentiment_score":0.28822579979896545},{"text":"Thank you, ma'am.","start_word":112,"end_word":114,"sentiment":"positive","sentiment_score":0.4811761677265167},{"text":"Hello, Vincent? Hi. Yes.","start_word":115,"end_word":118,"sentiment":"neutral","sentiment_score":0.14165234565734863},{"text":"Thank you for waiting.","start_word":119,"end_word":122,"sentiment":"positive","sentiment_score":0.4185866415500641},{"text":"Can you connect with the router's Wi Fi even though it has no Internet connection? Yeah. I can. Mhmm. Is it okay if I request you to log in to the router's interface to double check if the credentials are correct? Yeah. How do I do that? Mhmm. Hang on. I'll I'll just check the credentials. Hang on. Hello, Vincent? Yeah. Yes.","start_word":123,"end_word":184,"sentiment":"neutral","sentiment_score":0.05910807102918625},{"text":"Thank you again for waiting.","start_word":185,"end_word":189,"sentiment":"positive","sentiment_score":0.407571405172348},{"text":"I sent you an email on how to do it Hi. for just do you have a reference on your end as well? Do you have a laptop or computer right now so I can I have walk you through? my I have my Mhmm. mobile with the Internet. I can try it on I'll try it on my mobile. Okay. Yeah. We can try, but sometimes it's not working with the phone. That's why we're recommending a laptop or computer. But we can still try. Yeah. I'll have a go. If if it doesn't work, I'll have to do it on Wednesday with my laptop. Okay. Sure. Oh, no.","start_word":190,"end_word":299,"sentiment":"neutral","sentiment_score":-0.03148225598799234},{"text":"It looks Be like welcome. it's worked.","start_word":300,"end_word":306,"sentiment":"positive","sentiment_score":0.4965919256210327},{"text":"I've got the website up. Let's just try. Okay. So I've logged in using the default username and password printed on the router. Mhmm. And so I go log in. So for the username and password, that is the one indicated to the back of your router, the CN12345678. And for the password, it's CN12345678 as well. Yeah. Look. I'll have to I'll have to utilize my laptop to do that. I can probably give it a go this evening just to try, and I can follow your instructions on the email. Mhmm. But have you log in with the username and password? Yeah. The website, I got into the site, but then it's not it's not loading. So it's like I think it's just because it's on the mobile. Okay. Yeah. If Yeah. Yeah. mhmm. So once you're in the router's interface, you're going to see, like, an Internet setting, WAN setting, like that. And we just wanted you to check the PPPoE settings under Internet or one if the username and password, the one that I provided you in the email, is correct or if it match what's indicated there. Alright. Yeah. I'll One I'll, yeah, I'll have a look once I can log on, and I'll try it, and I'll see I'm on my laptop. Yeah. If the credentials match what's on your laptop, just send us a screenshot. But if it's not, this should be the correct credentials. Okay. You Just can enter it. Mhmm. just from the photos I sent, is it do I have it plugged into the right points? Yeah. Right. Actually, upon checking, the cables are properly plugged in and correct. Okay. Yep. It should be that white box and the one port at the back of your router. Yeah. Cool. Yeah. Oh, Because yes. I just was confused because there was, like, three different little point things at the back of my car. Maybe I missed it, but I'll try the credentials Yes. as you indicated. And, obviously, I will inform you if I get success, I'll send a screenshot. If there's Mhmm. any other issues, I'll contact, and we can see what else can be done. Yeah. May I just confirm what port is this other three? Is it the LAN one to LAN three? The The back other of at the back yeah. of your The router. back has three LAN one LAN LAN one to three. Yeah. And the cable is connected to the one port. Right? Yeah. Just the WAN point. So for our last troubleshooting, we just need to confirm if the PPPOE credentials match what's on your system once you're able to log in to the router's interface. Yeah. I'll So Because do that, and this I'll send a screenshot. might be the issue because if it did it's not match what's on our system, that's the the reason it preventing you to access the Internet. Okay. Cool. Well, Yeah. I'll get that I'll I'll get that confirmation once I have access to the Mhmm. correct Mhmm. Once I, thing. yeah, once I did not respond within an hour, one hour later, just give this number a callback so that a different agent will accommodate you. Yeah.","start_word":307,"end_word":848,"sentiment":"neutral","sentiment_score":0.02231395782428584},{"text":"No problem. I appreciate your help this evening. Yeah. Thank you. Okay.","start_word":849,"end_word":860,"sentiment":"positive","sentiment_score":0.5957052111625671},{"text":"Bye for Goodbye. now. 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