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service.","start":273.825,"end":281.765,"sentiment":"neutral","sentiment_score":-0.2688653404513995},{"text":"So the outage started at approximately 01:20AM today.","start":282.38,"end":287.36,"sentiment":"neutral","sentiment_score":-0.0497638089582324},{"text":"Our yeah.","start":288.3,"end":290.96,"sentiment":"neutral","sentiment_score":0.010803798213601114}],"sentiment":"neutral","sentiment_score":-0.09766512649754683,"num_words":30,"start":271.825,"end":290.96},{"sentences":[{"text":"Our network team is already aware of the issue and is working to restore the service as soon as possible.","start":291.02,"end":296.32,"sentiment":"neutral","sentiment_score":-0.012195193208754063},{"text":"Please do not yeah.","start":297.125,"end":298.405,"sentiment":"neutral","sentiment_score":-0.12894850596785545},{"text":"Please do not press the reset button on your router as this may reset it to its factory 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the service has been restored.","start":348.21494,"end":351.11496,"sentiment":"neutral","sentiment_score":0.18724722117185594},{"text":"Thank you.","start":351.49493,"end":352.23495,"sentiment":"neutral","sentiment_score":0.2985389083623886},{"text":"Bye.","start":354.05496,"end":354.55496,"sentiment":"neutral","sentiment_score":-0.08428444713354111}],"sentiment":"neutral","sentiment_score":0.1834819677930612,"num_words":13,"start":348.21494,"end":354.55496}]}}]},{"alternatives":[{"transcript":"Hi. I have been away for a week, and I came back and not haven't been able to get my Internet working. The I sent a photo to chat g b t, and it it thinks it's got something to do with the the router, I think, the t p I think it's the t p link box or something. Can you let me know how to troubleshoot that? Yeah. Sure. It's Abbie, a b b I e, Tipler, t I p l e r, hyphen, vesa. Yeah. Sure. Hi. One twenty. It comes back on. Okay. Okay. Okay. Okay. And so if when it comes back, could you say it might be reset? The factory settings, did you say? No. No. I just turned it on and off. I haven't reset it or anything. Yeah. It should be fine. Okay. Perfect. Okay. Awesome. Thank you so much. I appreciate it. Thank you. Okay. No problem. No prob okay. Oh, okay. Great. Thank you. Okay. 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Good morning. This is Marie from Ertle tech support.\n\nChannel 1: Hi. I have been away for a week, and I came back and not haven't been able to get my Internet working. The I sent a photo to chat g b t, and it it thinks it's got something to do with the the router, I think, the t p I think it's the t p link box or something. Can you let me know how to troubleshoot that?\n\nChannel 0: Yeah. Can I have your full name, please, for me to check the account?\n\nChannel 1: Yeah. Sure. It's Abbie, a b b\n\nChannel 0: Mhmm.\n\nChannel 1: I e, Tipler, t I p l e r, hyphen, vesa.\n\nChannel 0: Mhmm. Okay. Okay. Let me just check your account. Is it okay if I put you on hold for a\n\nChannel 1: Yeah.\n\nChannel 0: while?\n\nChannel 1: Sure.\n\nChannel 0: Yeah. Okay. Hang on. Hello, Abby?\n\nChannel 1: Hi.\n\nChannel 0: Yes. Thank you for waiting. So upon checking the address, there is a unplanned network outage affecting your Internet service. So the outage started at approximately 01:20AM today.\n\nChannel 1: One\n\nChannel 0: Our\n\nChannel 1: twenty. It comes back on. Okay. Okay.\n\nChannel 0: yeah. Our network team is already aware of the issue and is working to restore the service as soon as possible.\n\nChannel 1: Okay.\n\nChannel 0: Please do not yeah. Please do not press the reset button on your router as this may reset it to its factory settings.\n\nChannel 1: Okay. And so\n\nChannel 0: Yep.\n\nChannel 1: if when it comes back, could you\n\nChannel 0: Mhmm.\n\nChannel 1: say it might be reset? The factory settings,\n\nChannel 0: Mhmm.\n\nChannel 1: did you say?\n\nChannel 0: Sorry? Yeah. If you press the reset button, have you accidentally pressed it already?\n\nChannel 1: No. No. I just turned it\n\nChannel 0: Okay.\n\nChannel 1: on and off. I haven't reset it or anything.\n\nChannel 0: Okay. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: So once the Internet is restore restored,\n\nChannel 1: It should be fine.\n\nChannel 0: it will yeah. It should be back to\n\nChannel 1: Okay.\n\nChannel 0: normal. No need\n\nChannel 1: Perfect.\n\nChannel 0: to do anything\n\nChannel 1: Okay.\n\nChannel 0: else. Yeah.\n\nChannel 1: Awesome. Thank\n\nChannel 0: And\n\nChannel 1: you so much. I appreciate it. Thank you.\n\nChannel 0: yeah. Yeah. We apologize\n\nChannel 1: Okay.\n\nChannel 0: for the inconvenience and appreciate your patience while the\n\nChannel 1: No\n\nChannel 0: issue is\n\nChannel 1: problem.\n\nChannel 0: being resolved. Yeah.\n\nChannel 1: No prob\n\nChannel 0: We'll provide\n\nChannel 1: okay.\n\nChannel 0: an update once the service has been restored. Thank\n\nChannel 1: Oh,\n\nChannel 0: you.\n\nChannel 1: okay. Great. Thank you. Okay. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":3.36,"end":3.76,"sentiment":"neutral","sentiment_score":0.19339880347251892},{"text":"Good morning.","start":3.76,"end":4.48,"sentiment":"positive","sentiment_score":0.474967360496521},{"text":"This is Marie from Ertle tech support.","start":4.48,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.3210866153240204}],"sentiment":"positive","sentiment_score":0.33909398317337036,"channel":0,"num_words":10,"start":3.36,"end":6.8199997},{"sentences":[{"text":"Hi.","start":8.4,"end":8.8,"sentiment":"neutral","sentiment_score":-0.071260467171669},{"text":"I have been away for a week, and I came back and not haven't been able to get my Internet working.","start":8.8,"end":15.46,"sentiment":"negative","sentiment_score":-0.3860680879581542},{"text":"The I sent a photo to chat g b t, and it it thinks it's got something to do with the the router, I think, the t p I think it's the t p link box or 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He sent a photo to chat G bypass and it thinks it's due to the router, TPA link box. The representative, Marie, checks Abbie's account and informs him that there is an unplanned network outage affecting his internet service. The representative, Abby, informs Abbie that the outage started at championships and will restore the service once it is resolved."},"intents":{"segments":[{"text":"I have been away for a week, and I came back and not haven't been able to get my Internet working. The I sent a photo to chat g b t, and it it thinks it's got something to do with the the router, I think, the t p I think it's the t p link box or something. Can you let me know how to troubleshoot that? Yeah.","start_word":11,"end_word":79,"intents":[{"intent":"Troubleshoot router issue","confidence_score":0.36582682}]},{"text":"Can I have your full name, please, for me to check the account? Yeah.","start_word":80,"end_word":93,"intents":[{"intent":"Check account","confidence_score":0.1139766}]},{"text":"Please do not press the reset button on your router as this may reset it to its factory settings. Okay.","start_word":205,"end_word":224,"intents":[{"intent":"Reset router","confidence_score":0.11480027}]},{"text":"an update once the service has been restored. Thank Oh, you.","start_word":348,"end_word":358,"intents":[{"intent":"Update service","confidence_score":0.04056403}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.19339880347251892},{"text":"Good morning.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.45898959040641785},{"text":"This is Marie from Ertle tech support. Hi.","start_word":3,"end_word":10,"sentiment":"neutral","sentiment_score":0.2486075460910797},{"text":"I have been away for a week, and I came back and not haven't been able to get my Internet working.","start_word":11,"end_word":31,"sentiment":"negative","sentiment_score":-0.3970211148262024},{"text":"The I sent a photo to chat g b t, and it it thinks it's got something to do with the the router, I think, the t p I think it's the t p link box or something. Can you let me know how to troubleshoot that? Yeah. Can I have your full name, please, for me to check the account? Yeah. Sure. It's Abbie, a b b Mhmm. I e, Tipler, t I p l e r, hyphen, vesa. Mhmm. Okay. Okay. Let me just check your account. Is it okay if I put you on hold for a Yeah. while? Sure. Yeah. Okay. Hang on. Hello, Abby? Hi. 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