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So it's been three days since you do not have the Internet connection? Mhmm. Okay. This is just randomly went off, or did you press anything with her after? Mhmm. Okay. Mhmm. Okay. May I know the color of the indicator light that they're out there? Is it color red or green? Okay. Sure. Okay. Is it okay if I put you on hold? Let me just check your account. K. Thank you. Hello, Emma? Yeah. Thanks. Thank you for waiting. So upon checking, the service status is inactive on our end also since March 11. So we did the reboot on the network side and resubmit the configuration. So on your end, is it okay if we do a full power cycle in the router for it to take effect? Actually, we're not sure yet because upon checking with the Lindholm network, there's been no outage happened since March 11. But on their end, the service is also inactive, so we're not sure yet what is the problem. So mhmm. Yeah. So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11. But we did a re reboot the network at the address. Is it okay if you do a full power cycle? Mhmm. Please unplug the router or turn off the router. Keep it turned off for twenty minutes. Yeah. Then plug it back in and check your Internet connection. Yeah. So mhmm. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Sure. And sorry for this inconvenience. Mhmm. Yeah. Sure. Just give us a callback then to stay as you persist. Thank you. 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Good morning. This is Maureen from Erdo tech support. How can I assist you today? Okay.\n\nI see. And may I know your full name, please, for me to check the account? Okay. So it's been three days since you do not have the Internet connection? Mhmm.\n\nOkay. This is just randomly went off, or did you press anything with her after? Mhmm. Okay. Mhmm.\n\nOkay. May I know the color of the indicator light that they're out there? Is it color red or green? Okay. Sure.\n\nOkay. Is it okay if I put you on hold? Let me just check your account. K. Thank you.\n\nHello, Emma? Yeah. Thanks. Thank you for waiting. So upon checking, the service status is inactive on our end also since March 11.\n\nSo we did the reboot on the network side and resubmit the configuration. So on your end, is it okay if we do a full power cycle in the router for it to take effect? Actually, we're not sure yet because upon checking with the Lindholm network, there's been no outage happened since March 11. But on their end, the service is also inactive, so we're not sure yet what is the problem. So mhmm.\n\nYeah. So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11. But we did a re reboot the network at the address. Is it okay if you do a full power cycle? Mhmm.\n\nPlease unplug the router or turn off the router. Keep it turned off for twenty minutes. Yeah. Then plug it back in and check your Internet connection. Yeah.\n\nSo mhmm. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Sure.\n\nAnd sorry for this inconvenience. Mhmm. Yeah. Sure. Just give us a callback then to stay as you persist.\n\nThank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.92,"end":2.32,"sentiment":"neutral","sentiment_score":0.08796767145395279},{"text":"Good morning.","start":2.32,"end":3.06,"sentiment":"neutral","sentiment_score":0.2794114202260971},{"text":"This is Maureen from Erdo tech support.","start":3.12,"end":5.94,"sentiment":"neutral","sentiment_score":0.2377669598375048},{"text":"How can I assist you today?","start":6.56,"end":8.1,"sentiment":"neutral","sentiment_score":0.2206688051422437},{"text":"Okay.","start":26.235,"end":26.634998,"sentiment":"neutral","sentiment_score":-0.0943029448390007}],"sentiment":"neutral","sentiment_score":0.20828641863430247,"num_words":17,"start":1.92,"end":26.634998},{"sentences":[{"text":"I see.","start":26.634998,"end":26.954998,"sentiment":"neutral","sentiment_score":-0.050114141777157784},{"text":"And may I know your full name, please, for me to check the 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My Internet's still been working for three days now. So, yeah, just calling to see if you can have a look and see what's going on. There's not been any change to the way anything's connected in my apartment. It still stayed the same, and it just isn't working. It's really frustrating. Emma Reed. Three days. Yeah. I came home from work and wasn't able to use the Internet. Obviously, that was outside tech support hours. So I'm at home today. I'm trying to work from home. So I'm just hoping to get the Internet back online. I'm working ASAP so I can actually work. I've not touched anything on the router. It just stopped working. I was watching I came home from work. I was watching TV for about fifteen minutes, and then the Internet's completely dropped off, and it's not working and hasn't worked since. Okay. Yep. Let me go and have a look. Bear with me one sec, please. Sorry. The lock is red. Yep. No worries. Thank you. Okay. Yep. Still here. Sorry. So there was an outage on your end. Is that what happened? Yeah. Because it's the eleventh that this issue has been occurring. So I'm I'm just curious why would it be inactive? Yep. So what do you want me to do? Twenty minutes. Okay. Alright. Yep. Okay. Thank you. I definitely will call back if it's not working. I'm I've got meetings today that I can't even connect my laptop to. So, yeah, I'll definitely call you back if it's if it's not working. It's okay. I know it's not your fault. It's just yeah. I'm just not sure what's going on. It's really stressful. Okay. Cool. Thank you. Bye.","confidence":0.9969312,"words":[{"word":"hi","start":8.48,"end":8.639999,"confidence":0.97133934,"punctuated_word":"Hi","sentiment":"neutral","sentiment_score":0.005977582186460495},{"word":"there","start":8.639999,"end":9.139999,"confidence":0.97718656,"punctuated_word":"there.","sentiment":"neutral","sentiment_score":-0.02712518908083439},{"word":"my","start":9.5199995,"end":9.679999,"confidence":0.75391656,"punctuated_word":"My","sentiment":"neutral","sentiment_score":-0.1935722976922989},{"word":"internet's","start":9.679999,"end":10.16,"confidence":0.4932238,"punctuated_word":"Internet's","sentiment":"neutral","sentiment_score":-0.2178409993648529},{"word":"still","start":10.16,"end":10.32,"confidence":0.3601143,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.30374518036842346},{"word":"been","start":10.32,"end":10.559999,"confidence":0.936075,"punctuated_word":"been","sentiment":"negative","sentiment_score":-0.35539546608924866},{"word":"working","start":10.559999,"end":10.8,"confidence":0.9996666,"punctuated_word":"working","sentiment":"neutral","sentiment_score":-0.2773396968841553},{"word":"for","start":10.8,"end":11.04,"confidence":0.9992269,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.3092741072177887},{"word":"three","start":11.04,"end":11.36,"confidence":0.9884465,"punctuated_word":"three","sentiment":"neutral","sentiment_score":-0.32000577449798584},{"word":"days","start":11.36,"end":11.679999,"confidence":0.9999219,"punctuated_word":"days","sentiment":"neutral","sentiment_score":-0.26390978693962097},{"word":"now","start":11.679999,"end":12.179999,"confidence":0.90338564,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":-0.2255644798278809},{"word":"so","start":13.075,"end":13.315,"confidence":0.9007459,"punctuated_word":"So,","sentiment":"neutral","sentiment_score":-0.1920992136001587},{"word":"yeah","start":13.315,"end":13.634999,"confidence":0.954152,"punctuated_word":"yeah,","sentiment":"neutral","sentiment_score":-0.15844735503196716},{"word":"just","start":13.634999,"end":13.875,"confidence":0.9860757,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.09292013943195344},{"word":"calling","start":13.875,"end":14.195,"confidence":0.9989392,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.053789447993040085},{"word":"to","start":14.195,"end":14.355,"confidence":0.99950457,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.07392482459545135},{"word":"see","start":14.355,"end":14.514999,"confidence":0.9998517,"punctuated_word":"see","sentiment":"neutral","sentiment_score":-0.0897836983203888},{"word":"if","start":14.514999,"end":14.594999,"confidence":0.9994752,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.05163351818919182},{"word":"you","start":14.594999,"end":14.754999,"confidence":0.9941554,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.043701253831386566},{"word":"can","start":14.754999,"end":14.834999,"confidence":0.9995104,"punctuated_word":"can","sentiment":"neutral","sentiment_score":-0.03942011296749115},{"word":"have","start":14.834999,"end":14.995,"confidence":0.99980825,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.008092395961284637},{"word":"a","start":14.995,"end":15.075,"confidence":0.9992607,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.0016340725123882294},{"word":"look","start":15.075,"end":15.315,"confidence":0.9999809,"punctuated_word":"look","sentiment":"neutral","sentiment_score":-0.03349709138274193},{"word":"and","start":15.315,"end":15.474999,"confidence":0.9928468,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.014177564531564713},{"word":"see","start":15.474999,"end":15.634999,"confidence":0.99971396,"punctuated_word":"see","sentiment":"neutral","sentiment_score":-0.06978201121091843},{"word":"what's","start":15.634999,"end":15.795,"confidence":0.99983585,"punctuated_word":"what's","sentiment":"neutral","sentiment_score":-0.04529760032892227},{"word":"going","start":15.795,"end":16.035,"confidence":0.9999144,"punctuated_word":"going","sentiment":"neutral","sentiment_score":-0.03271501138806343},{"word":"on","start":16.035,"end":16.535,"confidence":0.9970269,"punctuated_word":"on.","sentiment":"neutral","sentiment_score":-0.0820581391453743},{"word":"there's","start":16.595,"end":16.835,"confidence":0.9921392,"punctuated_word":"There's","sentiment":"negative","sentiment_score":-0.5227798223495483},{"word":"not","start":16.835,"end":16.994999,"confidence":0.99884343,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.5884552001953125},{"word":"been","start":16.994999,"end":17.154999,"confidence":0.9991524,"punctuated_word":"been","sentiment":"negative","sentiment_score":-0.5954494476318359},{"word":"any","start":17.154999,"end":17.395,"confidence":0.9996284,"punctuated_word":"any","sentiment":"negative","sentiment_score":-0.587646245956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there. My Internet's still been working for three days now. So, yeah, just calling to see if you can have a look and see what's going on. There's not been any change to the way anything's connected in my apartment. It still stayed the same, and it just isn't working.\n\nIt's really frustrating. Emma Reed. Three days. Yeah. I came home from work and wasn't able to use the Internet.\n\nObviously, that was outside tech support hours. So I'm at home today. I'm trying to work from home. So I'm just hoping to get the Internet back online. I'm working ASAP so I can actually work.\n\nI've not touched anything on the router. It just stopped working. I was watching I came home from work. I was watching TV for about fifteen minutes, and then the Internet's completely dropped off, and it's not working and hasn't worked since. Okay.\n\nYep. Let me go and have a look. Bear with me one sec, please. Sorry. The lock is red.\n\nYep. No worries. Thank you. Okay. Yep.\n\nStill here. Sorry. So there was an outage on your end. Is that what happened? Yeah.\n\nBecause it's the eleventh that this issue has been occurring. So I'm I'm just curious why would it be inactive? Yep. So what do you want me to do? Twenty minutes.\n\nOkay. Alright. Yep. Okay. Thank you.\n\nI definitely will call back if it's not working. I'm I've got meetings today that I can't even connect my laptop to. So, yeah, I'll definitely call you back if it's if it's not working. It's okay. I know it's not your fault.\n\nIt's just yeah. I'm just not sure what's going on. It's really stressful. Okay. Cool.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi there.","start":8.48,"end":9.139999,"sentiment":"neutral","sentiment_score":-0.010573803447186947},{"text":"My Internet's still been working for three days now.","start":9.5199995,"end":12.179999,"sentiment":"neutral","sentiment_score":-0.27407197654247284},{"text":"So, yeah, just calling to see if you can have a look and see what's going on.","start":13.075,"end":16.535,"sentiment":"neutral","sentiment_score":-0.06351207678808886},{"text":"There's not been any change to the way anything's connected in my apartment.","start":16.595,"end":20.195,"sentiment":"negative","sentiment_score":-0.47355499175878674},{"text":"It still stayed the same, and it just isn't working.","start":20.195,"end":22.994999,"sentiment":"negative","sentiment_score":-0.5399793267250061}],"sentiment":"neutral","sentiment_score":-0.296539389437028,"num_words":51,"start":8.48,"end":22.994999},{"sentences":[{"text":"It's really frustrating.","start":22.994999,"end":23.974998,"sentiment":"negative","sentiment_score":-0.7107609510421753},{"text":"Emma Reed.","start":31.460001,"end":32.28,"sentiment":"neutral","sentiment_score":-0.007140828529372811},{"text":"Three days.","start":40.655,"end":41.135002,"sentiment":"neutral","sentiment_score":-0.101350300014019},{"text":"Yeah.","start":41.135002,"end":41.455,"sentiment":"neutral","sentiment_score":-0.08278973400592804},{"text":"I came home from work and wasn't able to use the Internet.","start":41.455,"end":45.295,"sentiment":"neutral","sentiment_score":-0.18454787010947862}],"sentiment":"neutral","sentiment_score":-0.23233146427664905,"num_words":20,"start":22.994999,"end":45.295},{"sentences":[{"text":"Obviously, that was outside tech support hours.","start":45.295,"end":47.935,"sentiment":"neutral","sentiment_score":-0.20167150241988047},{"text":"So I'm at home 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you.","start":129.435,"end":130.175,"sentiment":"neutral","sentiment_score":0.18960150331258774},{"text":"Okay.","start":189.405,"end":189.905,"sentiment":"neutral","sentiment_score":0.07330441474914551},{"text":"Yep.","start":303.315,"end":303.555,"sentiment":"neutral","sentiment_score":0.05728958174586296}],"sentiment":"neutral","sentiment_score":0.11320152719105993,"num_words":7,"start":128.55501,"end":303.555},{"sentences":[{"text":"Still here.","start":303.555,"end":304.375,"sentiment":"neutral","sentiment_score":0.06127696670591831},{"text":"Sorry.","start":328.225,"end":328.545,"sentiment":"neutral","sentiment_score":-0.1433984786272049},{"text":"So there was an outage on your end.","start":328.545,"end":330.625,"sentiment":"neutral","sentiment_score":-0.201009688898921},{"text":"Is that what happened?","start":330.625,"end":331.605,"sentiment":"neutral","sentiment_score":-0.13486372865736485},{"text":"Yeah.","start":354.165,"end":354.405,"sentiment":"neutral","sentiment_score":-0.1204245463013649}],"sentiment":"neutral","sentiment_score":-0.14305009483359754,"num_words":16,"start":303.555,"end":354.405},{"sentences":[{"text":"Because it's the eleventh that this issue has been occurring.","start":354.405,"end":357.625,"sentiment":"neutral","sentiment_score":-0.1571987397968769},{"text":"So I'm I'm just curious why would it be inactive?","start":357.765,"end":360.425,"sentiment":"neutral","sentiment_score":-0.19182547479867934},{"text":"Yep.","start":383.545,"end":383.86502,"sentiment":"neutral","sentiment_score":0.016775473952293396},{"text":"So what do you want me to do?","start":383.86502,"end":385.325,"sentiment":"neutral","sentiment_score":0.00910283753182739},{"text":"Twenty minutes.","start":393.87,"end":394.69,"sentiment":"neutral","sentiment_score":-0.016010939609259367}],"sentiment":"neutral","sentiment_score":-0.1107311564828119,"num_words":31,"start":354.405,"end":394.69},{"sentences":[{"text":"Okay.","start":399.95,"end":400.45,"sentiment":"neutral","sentiment_score":0.025231212377548214},{"text":"Alright.","start":400.75,"end":401.25,"sentiment":"neutral","sentiment_score":0.04504077881574631},{"text":"Yep.","start":414.82498,"end":415.145,"sentiment":"neutral","sentiment_score":0.013278438709676266},{"text":"Okay.","start":415.145,"end":415.465,"sentiment":"neutral","sentiment_score":0.050050728023052216},{"text":"Thank you.","start":415.465,"end":415.865,"sentiment":"neutral","sentiment_score":0.1849159598350525}],"sentiment":"neutral","sentiment_score":0.083905512932688,"num_words":6,"start":399.95,"end":415.865},{"sentences":[{"text":"I definitely will call back if it's not working.","start":415.865,"end":417.78497,"sentiment":"neutral","sentiment_score":-0.13486527485979927},{"text":"I'm I've got meetings today that I can't even connect my laptop to.","start":417.78497,"end":421.51,"sentiment":"neutral","sentiment_score":-0.2566943352039044},{"text":"So, yeah, I'll definitely call you back if it's if it's not working.","start":421.51,"end":424.57,"sentiment":"neutral","sentiment_score":-0.1417943239212036},{"text":"It's okay.","start":428.22998,"end":428.63,"sentiment":"neutral","sentiment_score":-0.22505924105644226},{"text":"I know it's not your fault.","start":428.63,"end":429.59,"sentiment":"negative","sentiment_score":-0.33786744872728985}],"sentiment":"neutral","sentiment_score":-0.2063130980660749,"num_words":43,"start":415.865,"end":429.59},{"sentences":[{"text":"It's just yeah.","start":429.59,"end":430.31,"sentiment":"negative","sentiment_score":-0.3333451747894287},{"text":"I'm just not sure what's going on.","start":430.31,"end":431.66998,"sentiment":"negative","sentiment_score":-0.44371495502335684},{"text":"It's really stressful.","start":431.66998,"end":432.57,"sentiment":"negative","sentiment_score":-0.5496852695941925},{"text":"Okay.","start":437.46887,"end":437.78888,"sentiment":"neutral","sentiment_score":0.1228867620229721},{"text":"Cool.","start":437.78888,"end":438.02887,"sentiment":"neutral","sentiment_score":0.24222734570503235}],"sentiment":"negative","sentiment_score":-0.3593321273724238,"num_words":15,"start":429.59,"end":438.02887},{"sentences":[{"text":"Thank you.","start":438.02887,"end":438.76886,"sentiment":"neutral","sentiment_score":0.3188730329275131},{"text":"Bye.","start":439.30887,"end":439.80887,"sentiment":"neutral","sentiment_score":0.10205453634262084}],"sentiment":"neutral","sentiment_score":0.24660020073254904,"num_words":3,"start":438.02887,"end":439.80887}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Erdo tech support. How can I assist you today?\n\nChannel 1: Hi there. My Internet's still been working for three days now. So, yeah, just calling to see if you can have a look and see what's going on. There's not been any change to the way anything's connected in my apartment. It still stayed the same, and it just isn't working.\n\nIt's really frustrating.\n\nChannel 0: Okay. I see. And may I know your full name, please, for me to check the account?\n\nChannel 1: Emma Reed.\n\nChannel 0: Okay. So it's been three days since you do not have the Internet connection?\n\nChannel 1: Three days. Yeah. I came home from work and wasn't able to use the Internet. Obviously, that was outside tech support hours. So I'm at home today.\n\nI'm trying to work from home. So I'm just hoping to get the Internet back online. I'm working ASAP so I can actually\n\nChannel 0: Mhmm. Okay. This is just randomly went\n\nChannel 1: work.\n\nChannel 0: off, or did you press anything with her after?\n\nChannel 1: I've not touched anything on the router. It just stopped working.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: I was watching I came home from work. I was watching TV for about\n\nChannel 0: Mhmm.\n\nChannel 1: fifteen minutes, and then the Internet's completely dropped off, and it's not working and hasn't worked since.\n\nChannel 0: Okay. May I know the color of the indicator light that they're out there? Is it color red or green?\n\nChannel 1: Okay. Yep. Let me go and have a look. Bear with me one sec, please. Sorry.\n\nChannel 0: Okay. Sure.\n\nChannel 1: The lock is red.\n\nChannel 0: Okay. Is it okay if I put you on hold? Let me just check your account.\n\nChannel 1: Yep. No worries. Thank you.\n\nChannel 0: K. Thank you.\n\nChannel 1: Okay.\n\nChannel 0: Hello, Emma?\n\nChannel 1: Yep. Still here.\n\nChannel 0: Yeah. Thanks. Thank you for waiting. So upon checking, the service status is inactive on our end also since March 11. So we did the reboot on the network side and resubmit the configuration.\n\nSo on your end, is it okay if we do a full power cycle in the router for it to take effect?\n\nChannel 1: Sorry. So there was an outage on your end. Is that what happened?\n\nChannel 0: Actually, we're not sure yet because upon checking with the Lindholm network, there's been no outage happened since March 11. But on their end, the service is also inactive, so we're not sure yet what is the problem. So\n\nChannel 1: Yeah. Because it's\n\nChannel 0: mhmm.\n\nChannel 1: the eleventh that this issue has been occurring. So I'm I'm just curious why would it be inactive?\n\nChannel 0: Yeah. So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11. But we did a re reboot the network at the address. Is it okay if you do a full power cycle?\n\nChannel 1: Yep. So what do you want me to do?\n\nChannel 0: Mhmm. Please unplug the router or turn off the router. Keep it turned off for twenty minutes.\n\nChannel 1: Twenty minutes.\n\nChannel 0: Yeah. Then plug it back in and check your Internet connection.\n\nChannel 1: Okay. Alright.\n\nChannel 0: Yeah. So mhmm. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: Yep. Okay. Thank you. I definitely will call back if it's not working. I'm I've got meetings today that I can't even connect my laptop to.\n\nSo, yeah, I'll definitely call you back if it's if it's not working.\n\nChannel 0: Yeah. Sure. And sorry for this inconvenience.\n\nChannel 1: It's okay. I know it's not your fault. It's just yeah. I'm just not sure what's going on. It's really stressful.\n\nChannel 0: Mhmm. Yeah. Sure. Just give us a callback then to stay as you persist.\n\nChannel 1: Okay. Cool. Thank you.\n\nChannel 0: Thank you. Bye\n\nChannel 1: Bye.\n\nChannel 0: for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.92,"end":2.32,"sentiment":"neutral","sentiment_score":0.08796767145395279},{"text":"Good morning.","start":2.32,"end":3.06,"sentiment":"neutral","sentiment_score":0.2794114202260971},{"text":"This is Maureen from Erdo tech support.","start":3.12,"end":5.94,"sentiment":"neutral","sentiment_score":0.2377669598375048},{"text":"How can I assist you today?","start":6.56,"end":8.1,"sentiment":"neutral","sentiment_score":0.2206688051422437}],"sentiment":"neutral","sentiment_score":0.22719825385138392,"channel":0,"num_words":16,"start":1.92,"end":8.1},{"sentences":[{"text":"Hi there.","start":8.48,"end":9.139999,"sentiment":"neutral","sentiment_score":-0.010573803447186947},{"text":"My Internet's still been working for three days now.","start":9.5199995,"end":12.179999,"sentiment":"neutral","sentiment_score":-0.27407197654247284},{"text":"So, yeah, just calling to see if you can have a look and see what's going on.","start":13.075,"end":16.535,"sentiment":"neutral","sentiment_score":-0.06351207678808886},{"text":"There's not been any change to the way anything's connected in my apartment.","start":16.595,"end":20.195,"sentiment":"negative","sentiment_score":-0.47355499175878674},{"text":"It still stayed the same, and it just isn't working.","start":20.195,"end":22.994999,"sentiment":"negative","sentiment_score":-0.5399793267250061}],"sentiment":"neutral","sentiment_score":-0.296539389437028,"channel":1,"num_words":51,"start":8.48,"end":22.994999},{"sentences":[{"text":"It's really frustrating.","start":22.994999,"end":23.974998,"sentiment":"negative","sentiment_score":-0.7107609510421753}],"sentiment":"negative","sentiment_score":-0.7107609510421753,"channel":1,"num_words":3,"start":22.994999,"end":23.974998},{"sentences":[{"text":"Okay.","start":26.235,"end":26.634998,"sentiment":"neutral","sentiment_score":-0.0943029448390007},{"text":"I see.","start":26.634998,"end":26.954998,"sentiment":"neutral","sentiment_score":-0.050114141777157784},{"text":"And may I know your full name, please, for me to check the account?","start":26.954998,"end":30.779999,"sentiment":"neutral","sentiment_score":-0.002553007898053953}],"sentiment":"neutral","sentiment_score":-0.013545490527415978,"channel":0,"num_words":17,"start":26.235,"end":30.779999},{"sentences":[{"text":"Emma Reed.","start":31.460001,"end":32.28,"sentiment":"neutral","sentiment_score":-0.007140828529372811}],"sentiment":"neutral","sentiment_score":-0.007140828529372811,"channel":1,"num_words":2,"start":31.460001,"end":32.28},{"sentences":[{"text":"Okay.","start":34.68,"end":35.18,"sentiment":"neutral","sentiment_score":-0.015359030105173588},{"text":"So it's been three days since you do not have the Internet 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was watching I came home from work.","start":67.11,"end":68.79,"sentiment":"neutral","sentiment_score":-0.16997702047228813},{"text":"I was watching TV for about","start":68.79,"end":70.635,"sentiment":"neutral","sentiment_score":-0.19658099859952927}],"sentiment":"neutral","sentiment_score":-0.1813787253839629,"channel":1,"num_words":14,"start":67.11,"end":70.635},{"sentences":[{"text":"Mhmm.","start":70.58,"end":71.08,"sentiment":"neutral","sentiment_score":-0.15744678676128387}],"sentiment":"neutral","sentiment_score":-0.15744678676128387,"channel":0,"num_words":1,"start":70.58,"end":71.08},{"sentences":[{"text":"fifteen minutes, and then the Internet's completely dropped off, and it's not working and hasn't worked 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green?","start":81.034996,"end":84.174995,"sentiment":"neutral","sentiment_score":-0.012020659943421682}],"sentiment":"neutral","sentiment_score":-0.019319516653195024,"channel":0,"num_words":20,"start":77.115,"end":84.174995},{"sentences":[{"text":"Okay.","start":83.72,"end":84.04,"sentiment":"neutral","sentiment_score":0.0011331094428896904},{"text":"Yep.","start":84.04,"end":84.28001,"sentiment":"neutral","sentiment_score":0.009903364814817904},{"text":"Let me go and have a look.","start":84.28001,"end":85.32001,"sentiment":"neutral","sentiment_score":0.017753883664097105},{"text":"Bear with me one sec, please.","start":85.32001,"end":86.520004,"sentiment":"neutral","sentiment_score":-0.022429481148719788},{"text":"Sorry.","start":86.520004,"end":87.020004,"sentiment":"neutral","sentiment_score":-0.03915402665734291}],"sentiment":"neutral","sentiment_score":-0.002401078352704644,"channel":1,"num_words":16,"start":83.72,"end":87.020004},{"sentences":[{"text":"Okay.","start":87.83,"end":88.31,"sentiment":"neutral","sentiment_score":-0.009659582749009132},{"text":"Sure.","start":88.31,"end":88.81,"sentiment":"neutral","sentiment_score":-0.001981557346880436}],"sentiment":"neutral","sentiment_score":-0.005820570047944784,"channel":0,"num_words":2,"start":87.83,"end":88.81},{"sentences":[{"text":"The lock is red.","start":119.770004,"end":121.07001,"sentiment":"neutral","sentiment_score":-0.02550190920010209}],"sentiment":"neutral","sentiment_score":-0.02550190920010209,"channel":1,"num_words":4,"start":119.770004,"end":121.07001},{"sentences":[{"text":"Okay.","start":123.86,"end":124.36,"sentiment":"neutral","sentiment_score":0.001154160127043724},{"text":"Is it okay if I put you on hold?","start":125.104996,"end":126.705,"sentiment":"neutral","sentiment_score":0.005457906880312496},{"text":"Let me just check your account.","start":126.705,"end":128.245,"sentiment":"neutral","sentiment_score":0.016747959268589813}],"sentiment":"neutral","sentiment_score":0.009422692353837192,"channel":0,"num_words":16,"start":123.86,"end":128.245},{"sentences":[{"text":"Yep.","start":128.55501,"end":128.955,"sentiment":"neutral","sentiment_score":0.06148975342512131},{"text":"No worries.","start":128.955,"end":129.435,"sentiment":"neutral","sentiment_score":0.11056196689605713},{"text":"Thank 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Emma?","start":301.935,"end":302.915,"sentiment":"neutral","sentiment_score":0.06539320200681686}],"sentiment":"neutral","sentiment_score":0.06539320200681686,"channel":0,"num_words":2,"start":301.935,"end":302.915},{"sentences":[{"text":"Yep.","start":303.315,"end":303.555,"sentiment":"neutral","sentiment_score":0.05728958174586296},{"text":"Still here.","start":303.555,"end":304.375,"sentiment":"neutral","sentiment_score":0.06127696670591831}],"sentiment":"neutral","sentiment_score":0.059947838385899864,"channel":1,"num_words":3,"start":303.315,"end":304.375},{"sentences":[{"text":"Yeah.","start":304.91998,"end":305.16,"sentiment":"neutral","sentiment_score":0.11388442665338516},{"text":"Thanks.","start":305.16,"end":305.66,"sentiment":"neutral","sentiment_score":0.19888797402381897},{"text":"Thank you for waiting.","start":305.72,"end":306.84,"sentiment":"neutral","sentiment_score":0.21304215490818024},{"text":"So upon checking, the service status is inactive on our end also since March 11.","start":306.84,"end":314.46,"sentiment":"neutral","sentiment_score":-0.05043163485825062},{"text":"So we did the reboot on the network side and resubmit the configuration.","start":315.08,"end":321.235,"sentiment":"neutral","sentiment_score":0.0007284460589289664}],"sentiment":"neutral","sentiment_score":0.012292244005948305,"channel":0,"num_words":34,"start":304.91998,"end":321.235},{"sentences":[{"text":"So on your end, is it okay if we do a full power cycle in the router for it to take effect?","start":322.735,"end":327.395,"sentiment":"neutral","sentiment_score":0.049331949685107575}],"sentiment":"neutral","sentiment_score":0.049331949685107575,"channel":0,"num_words":22,"start":322.735,"end":327.395},{"sentences":[{"text":"Sorry.","start":328.225,"end":328.545,"sentiment":"neutral","sentiment_score":-0.1433984786272049},{"text":"So there was an outage on your end.","start":328.545,"end":330.625,"sentiment":"neutral","sentiment_score":-0.201009688898921},{"text":"Is that what happened?","start":330.625,"end":331.605,"sentiment":"neutral","sentiment_score":-0.13486372865736485}],"sentiment":"neutral","sentiment_score":-0.17622545418831018,"channel":1,"num_words":13,"start":328.225,"end":331.605},{"sentences":[{"text":"Actually, we're not sure yet because upon checking with the Lindholm network, there's been no outage happened since March 11.","start":333.88,"end":344.54004,"sentiment":"neutral","sentiment_score":-0.25547574162483216},{"text":"But on their end, the service is also inactive, so we're not sure yet what is the problem.","start":345.91498,"end":353.13498,"sentiment":"negative","sentiment_score":-0.3533906324042214},{"text":"So","start":354.155,"end":354.655,"sentiment":"neutral","sentiment_score":-0.1352752298116684}],"sentiment":"neutral","sentiment_score":-0.2975851652713922,"channel":0,"num_words":39,"start":333.88,"end":354.655},{"sentences":[{"text":"Yeah.","start":354.165,"end":354.405,"sentiment":"neutral","sentiment_score":-0.1204245463013649},{"text":"Because it's","start":354.405,"end":355.20502,"sentiment":"neutral","sentiment_score":-0.12754546478390694}],"sentiment":"neutral","sentiment_score":-0.12517182528972626,"channel":1,"num_words":3,"start":354.165,"end":355.20502},{"sentences":[{"text":"mhmm.","start":355.19498,"end":355.69498,"sentiment":"neutral","sentiment_score":-0.08726624399423599}],"sentiment":"neutral","sentiment_score":-0.08726624399423599,"channel":0,"num_words":1,"start":355.19498,"end":355.69498},{"sentences":[{"text":"the eleventh that this issue has been occurring.","start":355.20502,"end":357.625,"sentiment":"neutral","sentiment_score":-0.1646120585501194},{"text":"So I'm I'm just curious why would it be inactive?","start":357.765,"end":360.425,"sentiment":"neutral","sentiment_score":-0.19182547479867934}],"sentiment":"neutral","sentiment_score":-0.1797306231326527,"channel":1,"num_words":18,"start":355.20502,"end":360.425},{"sentences":[{"text":"Yeah.","start":359.97,"end":360.45,"sentiment":"neutral","sentiment_score":-0.06164553761482239},{"text":"So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11.","start":360.45,"end":374.07,"sentiment":"neutral","sentiment_score":-0.12329872076710065},{"text":"But we did a re reboot the network at the address.","start":374.565,"end":380.825,"sentiment":"neutral","sentiment_score":-0.054111874577673996},{"text":"Is it okay if you do a full power cycle?","start":380.96503,"end":383.14502,"sentiment":"neutral","sentiment_score":0.02464124094694853}],"sentiment":"neutral","sentiment_score":-0.06574601805768907,"channel":0,"num_words":40,"start":359.97,"end":383.14502},{"sentences":[{"text":"Yep.","start":383.545,"end":383.86502,"sentiment":"neutral","sentiment_score":0.016775473952293396},{"text":"So what do you want me to do?","start":383.86502,"end":385.325,"sentiment":"neutral","sentiment_score":0.00910283753182739}],"sentiment":"neutral","sentiment_score":0.009955352689656947,"channel":1,"num_words":9,"start":383.545,"end":385.325},{"sentences":[{"text":"Mhmm.","start":384.885,"end":385.385,"sentiment":"neutral","sentiment_score":-0.003458267543464899},{"text":"Please unplug the router or turn off the router.","start":386.64502,"end":389.86502,"sentiment":"neutral","sentiment_score":-0.016607992868456576},{"text":"Keep it turned off for twenty minutes.","start":390.005,"end":392.56,"sentiment":"neutral","sentiment_score":-0.020874226998005594}],"sentiment":"neutral","sentiment_score":-0.01759116425562431,"channel":0,"num_words":17,"start":384.885,"end":392.56},{"sentences":[{"text":"Twenty minutes.","start":393.87,"end":394.69,"sentiment":"neutral","sentiment_score":-0.016010939609259367}],"sentiment":"neutral","sentiment_score":-0.016010939609259367,"channel":1,"num_words":2,"start":393.87,"end":394.69},{"sentences":[{"text":"Yeah.","start":395.09998,"end":395.59998,"sentiment":"neutral","sentiment_score":0.01837678998708725},{"text":"Then plug it back in and check your Internet connection.","start":395.74,"end":398.63998,"sentiment":"neutral","sentiment_score":0.005822866596281529}],"sentiment":"neutral","sentiment_score":0.006964132359082048,"channel":0,"num_words":11,"start":395.09998,"end":398.63998},{"sentences":[{"text":"Okay.","start":399.95,"end":400.45,"sentiment":"neutral","sentiment_score":0.025231212377548214},{"text":"Alright.","start":400.75,"end":401.25,"sentiment":"neutral","sentiment_score":0.04504077881574631}],"sentiment":"neutral","sentiment_score":0.03513599559664726,"channel":1,"num_words":2,"start":399.95,"end":401.25},{"sentences":[{"text":"Yeah.","start":401.02,"end":401.41998,"sentiment":"neutral","sentiment_score":0.03101104497909546},{"text":"So mhmm.","start":401.41998,"end":402.69998,"sentiment":"neutral","sentiment_score":0.02459812443703413},{"text":"So I'll note this tab in your account.","start":402.69998,"end":404.535,"sentiment":"neutral","sentiment_score":0.03341450192965567},{"text":"And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.","start":404.615,"end":413.915,"sentiment":"neutral","sentiment_score":-0.05685373085240523}],"sentiment":"neutral","sentiment_score":-0.034742041109976446,"channel":0,"num_words":44,"start":401.02,"end":413.915},{"sentences":[{"text":"Yep.","start":414.82498,"end":415.145,"sentiment":"neutral","sentiment_score":0.013278438709676266},{"text":"Okay.","start":415.145,"end":415.465,"sentiment":"neutral","sentiment_score":0.050050728023052216},{"text":"Thank you.","start":415.465,"end":415.865,"sentiment":"neutral","sentiment_score":0.1849159598350525},{"text":"I definitely will call back if it's not working.","start":415.865,"end":417.78497,"sentiment":"neutral","sentiment_score":-0.13486527485979927},{"text":"I'm I've got meetings today that I can't even connect my laptop to.","start":417.78497,"end":421.51,"sentiment":"neutral","sentiment_score":-0.2566943352039044}],"sentiment":"neutral","sentiment_score":-0.15837125942254296,"channel":1,"num_words":26,"start":414.82498,"end":421.51},{"sentences":[{"text":"So, yeah, I'll definitely call you back if it's if it's not working.","start":421.51,"end":424.57,"sentiment":"neutral","sentiment_score":-0.1417943239212036}],"sentiment":"neutral","sentiment_score":-0.1417943239212036,"channel":1,"num_words":13,"start":421.51,"end":424.57},{"sentences":[{"text":"Yeah.","start":424.87003,"end":425.11002,"sentiment":"neutral","sentiment_score":-0.054654739797115326},{"text":"Sure.","start":425.11002,"end":425.61002,"sentiment":"neutral","sentiment_score":-0.07307883352041245},{"text":"And sorry for this inconvenience.","start":425.67,"end":427.29,"sentiment":"neutral","sentiment_score":-0.2775630235671997}],"sentiment":"neutral","sentiment_score":-0.21650695587907517,"channel":0,"num_words":7,"start":424.87003,"end":427.29},{"sentences":[{"text":"It's okay.","start":428.22998,"end":428.63,"sentiment":"neutral","sentiment_score":-0.22505924105644226},{"text":"I know it's not your fault.","start":428.63,"end":429.59,"sentiment":"negative","sentiment_score":-0.33786744872728985},{"text":"It's just yeah.","start":429.59,"end":430.31,"sentiment":"negative","sentiment_score":-0.3333451747894287},{"text":"I'm just not sure what's going on.","start":430.31,"end":431.66998,"sentiment":"negative","sentiment_score":-0.44371495502335684},{"text":"It's really stressful.","start":431.66998,"end":432.57,"sentiment":"negative","sentiment_score":-0.5496852695941925}],"sentiment":"negative","sentiment_score":-0.3920199615614755,"channel":1,"num_words":21,"start":428.22998,"end":432.57},{"sentences":[{"text":"Mhmm.","start":432.31,"end":432.81,"sentiment":"neutral","sentiment_score":-0.11179208755493164},{"text":"Yeah.","start":433.54895,"end":433.86896,"sentiment":"neutral","sentiment_score":-0.05455470830202103},{"text":"Sure.","start":433.86896,"end":434.10895,"sentiment":"neutral","sentiment_score":0.002525757998228073},{"text":"Just give us a callback then to stay as you 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you.","start":438.26895,"end":439.08896,"sentiment":"neutral","sentiment_score":0.33035801351070404},{"text":"Bye","start":439.22894,"end":439.46893,"sentiment":"neutral","sentiment_score":0.17008528113365173}],"sentiment":"neutral","sentiment_score":0.27693376938501996,"channel":0,"num_words":3,"start":438.26895,"end":439.46893},{"sentences":[{"text":"Bye.","start":439.30887,"end":439.80887,"sentiment":"neutral","sentiment_score":0.10205453634262084}],"sentiment":"neutral","sentiment_score":0.10205453634262084,"channel":1,"num_words":1,"start":439.30887,"end":439.80887},{"sentences":[{"text":"for now.","start":439.46893,"end":440.12894,"sentiment":"neutral","sentiment_score":-0.02269718050956726}],"sentiment":"neutral","sentiment_score":-0.02269718050956726,"channel":0,"num_words":2,"start":439.46893,"end":440.12894}]},"summary":{"result":"success","short":"A customer named Emma Reed has been experiencing issues with her internet connection for three days and is frustrated. The agent, Maureen, checks her account and confirms that the service is inactive since March 11. Maureen suggests a partial power cycle and asks Emma to check her internet connection. Emma is unable to connect to her internet and is advised to call back if the issue persists."},"intents":{"segments":[{"text":"There's not been any change to the way anything's connected in my apartment. It still stayed the same, and it just isn't working. It's really frustrating.","start_word":44,"end_word":69,"intents":[{"intent":"Fix internet connection","confidence_score":0.23689249}]},{"text":"So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11. But we did a re reboot the network at the address. Is it okay if you do a full power cycle? Yep.","start_word":418,"end_word":457,"intents":[{"intent":"Troubleshoot connectivity issue","confidence_score":0.02550353}]},{"text":"Please unplug the router or turn off the router. Keep it turned off for twenty minutes. Twenty minutes.","start_word":467,"end_word":484,"intents":[{"intent":"Unplug router","confidence_score":0.0012175393}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Erdo tech support. How can I assist you today? Hi there. My Internet's still been working for three days now. So, yeah, just calling to see if you can have a look and see what's going on.","start_word":0,"end_word":43,"sentiment":"neutral","sentiment_score":0.005694135557860136},{"text":"There's not been any change to the way anything's connected in my apartment. It still stayed the same, and it just isn't working. It's really frustrating.","start_word":44,"end_word":69,"sentiment":"negative","sentiment_score":-0.5326494574546814},{"text":"Okay. I see. And may I know your full name, please, for me to check the account? Emma Reed. Okay. So it's been three days since you do not have the Internet connection? Three days. Yeah. I came home from work and wasn't able to use the Internet. Obviously, that was outside tech support hours. So I'm at home today. I'm trying to work from home. So I'm just hoping to get the Internet back online. I'm working ASAP so I can actually Mhmm. Okay. This is just randomly went work. off, or did you press anything with her after? I've not touched anything on the router. It just stopped working. Mhmm. Okay. I was watching I came home from work. I was watching TV for about Mhmm. fifteen minutes, and then the Internet's completely dropped off, and it's not working and hasn't worked since. Okay. May I know the color of the indicator light that they're out there? Is it color red or green? Okay. Yep. Let me go and have a look. Bear with me one sec, please. Sorry. Okay. Sure. The lock is red. Okay. Is it okay if I put you on hold? Let me just check your account. Yep. No worries. Thank you. K. Thank you. Okay. Hello, Emma? Yep. Still here. Yeah. Thanks. Thank you for waiting. So upon checking, the service status is inactive on our end also since March 11. So we did the reboot on the network side and resubmit the configuration. So on your end, is it okay if we do a full power cycle in the router for it to take effect? Sorry. So there was an outage on your end. Is that what happened? Actually, we're not sure yet because upon checking with the Lindholm network, there's been no outage happened since March 11. But on their end, the service is also inactive, so we're not sure yet what is the problem. So Yeah. Because it's mhmm. the eleventh that this issue has been occurring. So I'm I'm just curious why would it be inactive? Yeah. So maybe there is some lingering connectivity issues happening, but there's been no outage reported since March 11. But we did a re reboot the network at the address. Is it okay if you do a full power cycle? Yep. So what do you want me to do? Mhmm. Please unplug the router or turn off the router. Keep it turned off for twenty minutes. Twenty minutes. Yeah. Then plug it back in and check your Internet connection. Okay. Alright. Yeah. So mhmm. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yep. Okay. Thank you. I definitely will call back if it's not working. I'm I've got meetings today that I can't even connect my laptop to. So, yeah, I'll definitely call you back if it's if it's not working. Yeah. Sure. And sorry for this inconvenience. It's okay.","start_word":70,"end_word":589,"sentiment":"neutral","sentiment_score":-0.08772249443886372},{"text":"I know it's not your fault. It's just yeah. I'm just not sure what's going on. It's really stressful.","start_word":590,"end_word":608,"sentiment":"negative","sentiment_score":-0.4142844676971435},{"text":"Mhmm. Yeah. Sure. Just give us a callback then to stay as you persist. Okay. Cool. Thank you. Thank you. Bye Bye. for now.","start_word":609,"end_word":632,"sentiment":"neutral","sentiment_score":0.05958960950374603}],"average":{"sentiment":"neutral","sentiment_score":-0.1061250947212261}}}}