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May I know what is the error sounds? Is what's the error message that it's saying? Is it cannot be reached or anything else? But is the call going through or also no? But is the call going through? Okay. Is there a stop on the inside the box of the SIM card for the registration? Hello? Yeah. But you already inserted the SIM card to your device. Is that correct? Is the SIM card already inserted? Yes. Mhmm. Does it has a signal sign, like a signal bar at the top of your phone? Mhmm. Okay. Can you try to, like, call a number using the SIM card? May I know what does it says? Okay. Okay. Hang on. Let me just check it on your end. Hang on. Hello, ma'am? Yes. Thank you for waiting. Can we try to use the data of the SIM card? Let's just check if it's working. Mhmm. Yeah. But first is, can you open the data your data on the device? Yeah. Can you click the data usage and select the new SIM card the new SIM card number? Okay. So there is only one SIM card on that phone? Okay. Can we try to open the mobile data? Turn it on? Mhmm. Yeah. Can you see, like, icon at the top of your phone that the mobile data is turned on? Okay. But have you used that phone before using a data mobile data? Yeah. And can mhmm. And how yeah. How can you tell that mhmm. Okay. Sure. There's no icon at the top of your phone that can tell us that the mobile data is turned on now? Sorry? Mhmm. Okay. But the SIM card is already activated and ready to use. So I Yeah. Can we check the SIM card if it's inserted correctly? Does it fit the Mhmm. Mhmm. Does it fit the SIM card part? Does the SIM card fit onto the phone? Yeah. Actually, we're I'm trying to ring it now, but it's just a mhmm. Busy tone. Yeah. Yeah. That's correct. Hello, ma'am? Yeah. Does the does the SIM card ring? We tried to dial the number and it ring. Does it go through on your end? Okay. Hang on. We'll try it again. Maybe the phone is not set up correctly? May I know the brand again of your phone? Samsung. Mhmm. A 15. K. Hang on. Let me check. Hello, Mel? Hello? Hello, ma'am? Can you hear me? Yes. Hello? Can you hear me? Yeah. Can you try to turn off the device, your phone, right now? Mhmm. Okay. Can we try to turn it off? Can we try to turn off your phone? Mhmm. Yeah. Sure. And please also make sure that the SIM card fits the SIM tray. And, yeah, it's it in it is inserted correctly. Maybe it's not in fit well. That's why the phone cannot detect it. Yeah. Hello? Yeah. Is is it turn off now? It's off now. Okay. Yeah. Still here. Sorry. Can I get again the error message, it's saying? Okay. Hang on. Let me just check what that means. Hello, Mel? Yes. So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider. Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked. So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked. They may ask for the phone's IMEI number for them to unlock the phone. Yeah. Actually, I don't have the idea about that code. It's asking a code right now, like a password. Okay. Because I think it's still locked. Like what I said, it's still locked with the previous provider, your carrier. That's why it's not asking a password right now because it's only accepting the carrier, the original carrier. Yeah. Mhmm. So yeah. Please do contact the phone provider, the carrier, your previous, yeah, network for them to unlock the phone and for the phone to accept the new SIM card. Yeah. Then just give us a callback then if you need assistance. Yeah. You're welcome. 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Good afternoon. This is Maureen, yeah, from Airtel tech support. Yeah. Am I speaking with Mel?\n\nOkay. Did you try to call the number? The new number? It's not working? Mhmm.\n\nMay I know what is the error sounds? Is what's the error message that it's saying? Is it cannot be reached or anything else? But is the call going through or also no? But is the call going through?\n\nOkay. Is there a stop on the inside the box of the SIM card for the registration? Hello? Yeah. But you already inserted the SIM card to your device.\n\nIs that correct? Is the SIM card already inserted? Yes. Mhmm. Does it has a signal sign, like a signal bar at the top of your phone?\n\nMhmm. Okay. Can you try to, like, call a number using the SIM card? May I know what does it says? Okay.\n\nOkay. Hang on. Let me just check it on your end. Hang on. Hello, ma'am?\n\nYes. Thank you for waiting. Can we try to use the data of the SIM card? Let's just check if it's working. Mhmm.\n\nYeah. But first is, can you open the data your data on the device? Yeah. Can you click the data usage and select the new SIM card the new SIM card number? Okay.\n\nSo there is only one SIM card on that phone? Okay. Can we try to open the mobile data? Turn it on? Mhmm.\n\nYeah. Can you see, like, icon at the top of your phone that the mobile data is turned on? Okay. But have you used that phone before using a data mobile data? Yeah.\n\nAnd can mhmm. And how yeah. How can you tell that mhmm. Okay. Sure.\n\nThere's no icon at the top of your phone that can tell us that the mobile data is turned on now? Sorry? Mhmm. Okay. But the SIM card is already activated and ready to use.\n\nSo I Yeah. Can we check the SIM card if it's inserted correctly? Does it fit the Mhmm. Mhmm. Does it fit the SIM card part?\n\nDoes the SIM card fit onto the phone? Yeah. Actually, we're I'm trying to ring it now, but it's just a mhmm. Busy tone. Yeah.\n\nYeah. That's correct. Hello, ma'am? Yeah. Does the does the SIM card ring?\n\nWe tried to dial the number and it ring. Does it go through on your end? Okay. Hang on. We'll try it again.\n\nMaybe the phone is not set up correctly? May I know the brand again of your phone? Samsung. Mhmm. A 15.\n\nK. Hang on. Let me check. Hello, Mel? Hello?\n\nHello, ma'am? Can you hear me? Yes. Hello? Can you hear me?\n\nYeah. Can you try to turn off the device, your phone, right now? Mhmm. Okay. Can we try to turn it off?\n\nCan we try to turn off your phone? Mhmm. Yeah. Sure. And please also make sure that the SIM card fits the SIM tray.\n\nAnd, yeah, it's it in it is inserted correctly. Maybe it's not in fit well. That's why the phone cannot detect it. Yeah. Hello?\n\nYeah. Is is it turn off now? It's off now. Okay. Yeah.\n\nStill here. Sorry. Can I get again the error message, it's saying? Okay. Hang on.\n\nLet me just check what that means. Hello, Mel? Yes. So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider. Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked.\n\nSo I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked. They may ask for the phone's IMEI number for them to unlock the phone. Yeah. Actually, I don't have the idea about that code. It's asking a code right now, like a password.\n\nOkay. Because I think it's still locked. Like what I said, it's still locked with the previous provider, your carrier. That's why it's not asking a password right now because it's only accepting the carrier, the original carrier. Yeah.\n\nMhmm. So yeah. Please do contact the phone provider, the carrier, your previous, yeah, network for them to unlock the phone and for the phone to accept the new SIM card. Yeah. Then just give us a callback then if you need assistance.\n\nYeah. You're welcome. Bye for now, and have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":3.52,"end":4.0,"sentiment":"neutral","sentiment_score":0.14339324831962583},{"text":"Good afternoon.","start":4.0,"end":4.74,"sentiment":"positive","sentiment_score":0.37883587181568146},{"text":"This is Maureen, yeah, from Airtel tech support.","start":5.2,"end":8.74,"sentiment":"neutral","sentiment_score":0.31855303049087524},{"text":"Yeah.","start":10.4,"end":10.639999,"sentiment":"neutral","sentiment_score":0.03328742831945419},{"text":"Am I speaking with Mel?","start":10.639999,"end":12.179999,"sentiment":"neutral","sentiment_score":0.01698113847523928}],"sentiment":"neutral","sentiment_score":0.2098636680337436,"num_words":17,"start":3.52,"end":12.179999},{"sentences":[{"text":"Okay.","start":16.735,"end":17.235,"sentiment":"neutral","sentiment_score":-0.015394521877169607},{"text":"Did you try to call the number?","start":18.335,"end":20.275,"sentiment":"neutral","sentiment_score":-0.02387749882681029},{"text":"The new number?","start":22.015,"end":22.915,"sentiment":"neutral","sentiment_score":-0.05132291962703069},{"text":"It's not working?","start":26.86,"end":36.78,"sentiment":"neutral","sentiment_score":-0.10212893908222516},{"text":"Mhmm.","start":36.78,"end":37.02,"sentiment":"neutral","sentiment_score":-0.03878015652298927}],"sentiment":"neutral","sentiment_score":-0.04544484975437323,"num_words":15,"start":16.735,"end":37.02},{"sentences":[{"text":"May I know what is the error sounds?","start":37.02,"end":40.08,"sentiment":"neutral","sentiment_score":-0.08883791230618954},{"text":"Is what's the error message that it's saying?","start":40.46,"end":43.745,"sentiment":"neutral","sentiment_score":-0.09445325471460819},{"text":"Is it cannot be reached or anything else?","start":44.285,"end":47.425,"sentiment":"neutral","sentiment_score":-0.15238494519144297},{"text":"But is the call going through or also no?","start":56.11,"end":59.41,"sentiment":"neutral","sentiment_score":-0.14437782019376755},{"text":"But is the call going through?","start":62.91,"end":64.69,"sentiment":"neutral","sentiment_score":-0.07640362034241359}],"sentiment":"neutral","sentiment_score":-0.11392900003836705,"num_words":39,"start":37.02,"end":64.69},{"sentences":[{"text":"Okay.","start":72.795,"end":73.295,"sentiment":"neutral","sentiment_score":-0.06578537821769714},{"text":"Is there a stop on the inside the box of the SIM card for the registration?","start":74.23499,"end":81.295,"sentiment":"neutral","sentiment_score":-0.07058390299789608},{"text":"Hello?","start":117.27,"end":117.77,"sentiment":"neutral","sentiment_score":0.006073453463613987},{"text":"Yeah.","start":119.509995,"end":120.009995,"sentiment":"neutral","sentiment_score":0.013562033884227276},{"text":"But you already inserted the SIM card to your device.","start":120.465,"end":129.44499,"sentiment":"neutral","sentiment_score":-0.0182502755895257}],"sentiment":"neutral","sentiment_score":-0.046827417059705174,"num_words":29,"start":72.795,"end":129.44499},{"sentences":[{"text":"Is that correct?","start":129.745,"end":130.485,"sentiment":"neutral","sentiment_score":-0.012079140792290369},{"text":"Is the SIM card already inserted?","start":135.36,"end":137.38,"sentiment":"neutral","sentiment_score":-0.042679073909918465},{"text":"Yes.","start":140.56,"end":141.06,"sentiment":"neutral","sentiment_score":0.019221751019358635},{"text":"Mhmm.","start":145.92,"end":146.42,"sentiment":"neutral","sentiment_score":-0.013276197016239166},{"text":"Does it has a signal sign, like a signal bar at the top of your phone?","start":146.8,"end":153.305,"sentiment":"neutral","sentiment_score":-0.025636381818912923}],"sentiment":"neutral","sentiment_score":-0.02579808966429145,"num_words":27,"start":129.745,"end":153.305},{"sentences":[{"text":"Mhmm.","start":153.36499,"end":153.86499,"sentiment":"neutral","sentiment_score":-0.03288211300969124},{"text":"Okay.","start":164.245,"end":164.67,"sentiment":"neutral","sentiment_score":-0.006044144742190838},{"text":"Can you try to, like, call a number using the SIM card?","start":165.23,"end":169.73,"sentiment":"neutral","sentiment_score":-0.027967661308745544},{"text":"May I know what does it says?","start":178.11,"end":179.65,"sentiment":"neutral","sentiment_score":-0.16943758726119995},{"text":"Okay.","start":190.055,"end":190.555,"sentiment":"neutral","sentiment_score":-0.1445329189300537}],"sentiment":"neutral","sentiment_score":-0.07750610105524008,"num_words":22,"start":153.36499,"end":190.555},{"sentences":[{"text":"Okay.","start":193.51001,"end":193.59001,"sentiment":"neutral","sentiment_score":-0.07889604568481445},{"text":"Hang on.","start":193.59001,"end":193.83,"sentiment":"neutral","sentiment_score":-0.07478232681751251},{"text":"Let me just check it on your end.","start":193.83,"end":195.59001,"sentiment":"neutral","sentiment_score":0.08670601528137922},{"text":"Hang on.","start":195.59001,"end":196.33,"sentiment":"neutral","sentiment_score":0.058243751525878906},{"text":"Hello, ma'am?","start":446.575,"end":447.555,"sentiment":"neutral","sentiment_score":0.1914486140012741}],"sentiment":"neutral","sentiment_score":0.06430481026570002,"num_words":15,"start":193.51001,"end":447.555},{"sentences":[{"text":"Yes.","start":449.23,"end":449.55002,"sentiment":"positive","sentiment_score":0.505668580532074},{"text":"Thank you for waiting.","start":449.55002,"end":450.61002,"sentiment":"positive","sentiment_score":0.6649480760097504},{"text":"Can we try to use the data of the SIM card?","start":451.31,"end":455.49,"sentiment":"positive","sentiment_score":0.3565767840905623},{"text":"Let's just check if it's working.","start":456.59,"end":458.37,"sentiment":"neutral","sentiment_score":0.18303178002436957},{"text":"Mhmm.","start":458.43,"end":458.93,"sentiment":"neutral","sentiment_score":0.04124952852725983}],"sentiment":"positive","sentiment_score":0.35770633557568426,"num_words":23,"start":449.23,"end":458.93},{"sentences":[{"text":"Yeah.","start":463.165,"end":463.665,"sentiment":"neutral","sentiment_score":0.06703078746795654},{"text":"But first is, can you open the data your data on the device?","start":464.20502,"end":470.865,"sentiment":"neutral","sentiment_score":0.044810110989671484},{"text":"Yeah.","start":489.61002,"end":490.09,"sentiment":"neutral","sentiment_score":0.04161436110734939},{"text":"Can you click the data usage and select the new SIM card the new SIM card number?","start":490.09,"end":498.625,"sentiment":"neutral","sentiment_score":0.03663393849616542},{"text":"Okay.","start":514.58,"end":514.98,"sentiment":"neutral","sentiment_score":-0.10648537427186966}],"sentiment":"neutral","sentiment_score":0.03658994459405993,"num_words":33,"start":463.165,"end":514.98},{"sentences":[{"text":"So there is only one SIM card on that phone?","start":514.98,"end":518.12,"sentiment":"neutral","sentiment_score":-0.10343534275889396},{"text":"Okay.","start":520.58,"end":520.89996,"sentiment":"neutral","sentiment_score":-0.04524566978216171},{"text":"Can we try to open the mobile data?","start":520.89996,"end":523.72,"sentiment":"neutral","sentiment_score":-0.017606943380087614},{"text":"Turn it on?","start":523.925,"end":524.82495,"sentiment":"neutral","sentiment_score":-0.01267342052112023},{"text":"Mhmm.","start":527.76495,"end":528.26495,"sentiment":"neutral","sentiment_score":-0.00996397528797388}],"sentiment":"neutral","sentiment_score":-0.05514951657665813,"num_words":23,"start":514.98,"end":528.26495},{"sentences":[{"text":"Yeah.","start":533.52496,"end":534.02496,"sentiment":"neutral","sentiment_score":0.019172336906194687},{"text":"Can you see, like, icon at the top of your phone that the mobile data is turned on?","start":534.485,"end":542.0,"sentiment":"neutral","sentiment_score":0.006324365217652585},{"text":"Okay.","start":554.205,"end":554.52496,"sentiment":"neutral","sentiment_score":-0.01698489859700203},{"text":"But have you used that phone before using a data mobile data?","start":554.52496,"end":560.46497,"sentiment":"neutral","sentiment_score":-0.025592760105306905},{"text":"Yeah.","start":563.165,"end":563.485,"sentiment":"neutral","sentiment_score":0.07205204665660858}],"sentiment":"neutral","sentiment_score":-0.003607123102428335,"num_words":33,"start":533.52496,"end":563.485},{"sentences":[{"text":"And can mhmm.","start":563.485,"end":565.56,"sentiment":"neutral","sentiment_score":0.042423248291015625},{"text":"And how yeah.","start":565.94,"end":568.18005,"sentiment":"neutral","sentiment_score":0.020652983337640762},{"text":"How can you tell that mhmm.","start":568.18005,"end":570.52,"sentiment":"neutral","sentiment_score":0.031853011498848595},{"text":"Okay.","start":582.055,"end":582.375,"sentiment":"neutral","sentiment_score":0.012696739286184313},{"text":"Sure.","start":582.375,"end":582.875,"sentiment":"neutral","sentiment_score":0.0002511870115995407}],"sentiment":"neutral","sentiment_score":0.028092477869774615,"num_words":14,"start":563.485,"end":582.875},{"sentences":[{"text":"There's no icon at the top of your phone that can tell us that the mobile data is turned on now?","start":590.375,"end":596.04,"sentiment":"neutral","sentiment_score":-0.0874164556818349},{"text":"Sorry?","start":602.33997,"end":602.83997,"sentiment":"neutral","sentiment_score":-0.15320299565792084},{"text":"Mhmm.","start":604.1,"end":604.6,"sentiment":"neutral","sentiment_score":-0.1040719598531723},{"text":"Okay.","start":617.635,"end":618.135,"sentiment":"neutral","sentiment_score":0.0598108172416687},{"text":"But the SIM card is already activated and ready to use.","start":618.57,"end":623.39,"sentiment":"neutral","sentiment_score":0.24208596687425266}],"sentiment":"neutral","sentiment_score":0.01799245508653777,"num_words":35,"start":590.375,"end":623.39},{"sentences":[{"text":"So I Yeah.","start":624.81,"end":638.185,"sentiment":"neutral","sentiment_score":-0.016695926586786907},{"text":"Can we check the SIM card if it's inserted correctly?","start":638.325,"end":641.785,"sentiment":"neutral","sentiment_score":0.007503197807818651},{"text":"Does it fit the Mhmm.","start":644.085,"end":646.90497,"sentiment":"neutral","sentiment_score":0.054519661143422125},{"text":"Mhmm.","start":647.285,"end":647.785,"sentiment":"neutral","sentiment_score":0.013310721144080162},{"text":"Does it fit the SIM card part?","start":651.27,"end":654.17004,"sentiment":"neutral","sentiment_score":0.004144376675997462}],"sentiment":"neutral","sentiment_score":0.013071686996576877,"num_words":26,"start":624.81,"end":654.17004},{"sentences":[{"text":"Does the SIM card fit onto the phone?","start":660.87,"end":666.485,"sentiment":"neutral","sentiment_score":-0.019777855835855007},{"text":"Yeah.","start":680.19,"end":680.69,"sentiment":"neutral","sentiment_score":-0.02281036227941513},{"text":"Actually, we're I'm trying to ring it now, but it's just a mhmm.","start":680.99,"end":686.13,"sentiment":"neutral","sentiment_score":-0.05275975511624263},{"text":"Busy tone.","start":686.19,"end":687.01,"sentiment":"neutral","sentiment_score":-0.1908915787935257},{"text":"Yeah.","start":691.87,"end":692.37,"sentiment":"neutral","sentiment_score":-0.06298616528511047}],"sentiment":"neutral","sentiment_score":-0.05246717393398285,"num_words":25,"start":660.87,"end":692.37},{"sentences":[{"text":"Yeah.","start":703.855,"end":704.355,"sentiment":"neutral","sentiment_score":0.02143055945634842},{"text":"That's correct.","start":704.495,"end":705.315,"sentiment":"neutral","sentiment_score":0.03004353679716587},{"text":"Hello, ma'am?","start":719.755,"end":720.655,"sentiment":"neutral","sentiment_score":0.012293972540646791},{"text":"Yeah.","start":722.395,"end":722.635,"sentiment":"neutral","sentiment_score":0.0008447766304016113},{"text":"Does the does the SIM card ring?","start":722.635,"end":725.455,"sentiment":"neutral","sentiment_score":-0.02868709819657462}],"sentiment":"neutral","sentiment_score":-0.007219948662588229,"num_words":13,"start":703.855,"end":725.455},{"sentences":[{"text":"We tried to dial the number and it ring.","start":731.275,"end":736.26996,"sentiment":"neutral","sentiment_score":-0.07563181387053595},{"text":"Does it go through on your end?","start":737.69,"end":739.38995,"sentiment":"neutral","sentiment_score":-0.04841992897646768},{"text":"Okay.","start":744.08997,"end":744.32996,"sentiment":"neutral","sentiment_score":-0.16441458463668823},{"text":"Hang on.","start":744.32996,"end":745.07,"sentiment":"neutral","sentiment_score":-0.25892118364572525},{"text":"We'll try it again.","start":745.44995,"end":746.67,"sentiment":"neutral","sentiment_score":-0.238943699747324}],"sentiment":"neutral","sentiment_score":-0.11555032950380574,"num_words":23,"start":731.275,"end":746.67},{"sentences":[{"text":"Maybe the phone is not set up correctly?","start":757.455,"end":760.835,"sentiment":"neutral","sentiment_score":-0.2947710622102022},{"text":"May I know the brand again of your phone?","start":768.70996,"end":771.69,"sentiment":"neutral","sentiment_score":-0.0321647177139918},{"text":"Samsung.","start":774.87,"end":775.37,"sentiment":"neutral","sentiment_score":-0.018367290496826172},{"text":"Mhmm.","start":776.26495,"end":776.76495,"sentiment":"neutral","sentiment_score":-0.01589345559477806},{"text":"A 15.","start":779.785,"end":780.44495,"sentiment":"neutral","sentiment_score":-0.01606806367635727}],"sentiment":"neutral","sentiment_score":-0.12924037288342202,"num_words":21,"start":757.455,"end":780.44495},{"sentences":[{"text":"K.","start":781.625,"end":781.785,"sentiment":"neutral","sentiment_score":-0.026585634797811508},{"text":"Hang on.","start":781.785,"end":782.185,"sentiment":"neutral","sentiment_score":-0.04372028075158596},{"text":"Let me check.","start":782.185,"end":783.00494,"sentiment":"neutral","sentiment_score":-0.02738548256456852},{"text":"Hello, Mel?","start":843.89496,"end":844.875,"sentiment":"neutral","sentiment_score":-0.019438796676695347},{"text":"Hello?","start":848.4,"end":848.9,"sentiment":"neutral","sentiment_score":-0.01903574913740158}],"sentiment":"neutral","sentiment_score":-0.028232887387275696,"num_words":9,"start":781.625,"end":848.9},{"sentences":[{"text":"Hello, ma'am?","start":853.36005,"end":854.16003,"sentiment":"neutral","sentiment_score":-0.04464345891028643},{"text":"Can you hear me?","start":854.16003,"end":855.14,"sentiment":"neutral","sentiment_score":-0.09197402000427246},{"text":"Yes.","start":859.60004,"end":859.84,"sentiment":"neutral","sentiment_score":-0.016506630927324295},{"text":"Hello?","start":859.84,"end":860.24,"sentiment":"neutral","sentiment_score":-0.002039227169007063},{"text":"Can you hear me?","start":860.24,"end":861.255,"sentiment":"neutral","sentiment_score":-0.007386575220152736}],"sentiment":"neutral","sentiment_score":-0.04210626306788375,"num_words":12,"start":853.36005,"end":861.255},{"sentences":[{"text":"Yeah.","start":863.655,"end":864.155,"sentiment":"neutral","sentiment_score":0.011938395909965038},{"text":"Can you try to turn off the device, your phone, right now?","start":864.615,"end":868.875,"sentiment":"neutral","sentiment_score":-0.043485453352332115},{"text":"Mhmm.","start":871.575,"end":872.075,"sentiment":"neutral","sentiment_score":-0.023407205939292908},{"text":"Okay.","start":889.5,"end":890.0,"sentiment":"neutral","sentiment_score":0.009630479849874972},{"text":"Can we try to turn it off?","start":890.13995,"end":892.185,"sentiment":"neutral","sentiment_score":0.0032609754375049044}],"sentiment":"neutral","sentiment_score":-0.022765315561131996,"num_words":22,"start":863.655,"end":892.185},{"sentences":[{"text":"Can we try to turn off your phone?","start":899.065,"end":901.325,"sentiment":"neutral","sentiment_score":-0.01786632346920669},{"text":"Mhmm.","start":904.425,"end":904.925,"sentiment":"neutral","sentiment_score":-0.013157928362488748},{"text":"Yeah.","start":906.505,"end":906.825,"sentiment":"neutral","sentiment_score":0.04736986011266709},{"text":"Sure.","start":906.825,"end":907.325,"sentiment":"neutral","sentiment_score":0.10597257316112518},{"text":"And please also make sure that the SIM card fits the SIM tray.","start":911.07,"end":915.33,"sentiment":"neutral","sentiment_score":0.02884172247006343}],"sentiment":"neutral","sentiment_score":0.015508179552853107,"num_words":24,"start":899.065,"end":915.33},{"sentences":[{"text":"And, yeah, it's it in it is inserted correctly.","start":916.11005,"end":920.85004,"sentiment":"neutral","sentiment_score":-0.0633082998295625},{"text":"Maybe it's not in fit well.","start":921.23004,"end":927.295,"sentiment":"neutral","sentiment_score":-0.2929159204165141},{"text":"That's why the phone cannot detect it.","start":928.155,"end":930.575,"sentiment":"neutral","sentiment_score":-0.24510676094463893},{"text":"Yeah.","start":937.515,"end":937.89,"sentiment":"neutral","sentiment_score":0.0029005752876400948},{"text":"Hello?","start":1017.91504,"end":1018.41504,"sentiment":"neutral","sentiment_score":0.004246834199875593}],"sentiment":"neutral","sentiment_score":-0.16816125575375432,"num_words":24,"start":916.11005,"end":1018.41504},{"sentences":[{"text":"Yeah.","start":1021.97003,"end":1022.47003,"sentiment":"neutral","sentiment_score":0.004933053627610207},{"text":"Is is it turn off now?","start":1022.53,"end":1026.87,"sentiment":"neutral","sentiment_score":-0.0037399999176462493},{"text":"It's off now.","start":1123.965,"end":1125.105,"sentiment":"neutral","sentiment_score":-0.039895309756199517},{"text":"Okay.","start":1127.965,"end":1128.465,"sentiment":"neutral","sentiment_score":-0.173608660697937},{"text":"Yeah.","start":1232.295,"end":1232.695,"sentiment":"neutral","sentiment_score":-0.07464928925037384}],"sentiment":"neutral","sentiment_score":-0.032120902091264725,"num_words":12,"start":1021.97003,"end":1232.695},{"sentences":[{"text":"Still here.","start":1232.695,"end":1233.595,"sentiment":"neutral","sentiment_score":-0.09481504186987877},{"text":"Sorry.","start":1244.27,"end":1244.51,"sentiment":"neutral","sentiment_score":-0.21837788820266724},{"text":"Can I get again the error message, it's saying?","start":1244.51,"end":1247.25,"sentiment":"neutral","sentiment_score":-0.18661199510097504},{"text":"Okay.","start":1256.0951,"end":1256.3351,"sentiment":"neutral","sentiment_score":-0.03040413372218609},{"text":"Hang on.","start":1256.3351,"end":1256.735,"sentiment":"neutral","sentiment_score":-0.02904156781733036}],"sentiment":"neutral","sentiment_score":-0.1450668798138698,"num_words":15,"start":1232.695,"end":1256.735},{"sentences":[{"text":"Let me just check what that means.","start":1256.735,"end":1259.235,"sentiment":"neutral","sentiment_score":-0.03143102143492017},{"text":"Hello, Mel?","start":1319.96,"end":1320.915,"sentiment":"neutral","sentiment_score":0.010094486875459552},{"text":"Yes.","start":1322.995,"end":1323.3151,"sentiment":"neutral","sentiment_score":0.047672122716903687},{"text":"So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider.","start":1323.3151,"end":1333.015,"sentiment":"negative","sentiment_score":-0.3504228006516184},{"text":"Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked.","start":1334.15,"end":1340.97,"sentiment":"negative","sentiment_score":-0.4620285504742673}],"sentiment":"neutral","sentiment_score":-0.3257915465254337,"num_words":50,"start":1256.735,"end":1340.97},{"sentences":[{"text":"So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked.","start":1341.75,"end":1351.5751,"sentiment":"neutral","sentiment_score":-0.14797322790731082},{"text":"They may ask for the phone's IMEI number for them to unlock the phone.","start":1352.275,"end":1359.4751,"sentiment":"neutral","sentiment_score":-0.06255181745759078},{"text":"Yeah.","start":1359.4751,"end":1359.81,"sentiment":"neutral","sentiment_score":-0.06762554496526718},{"text":"Actually, I don't have the idea about that code.","start":1379.325,"end":1381.985,"sentiment":"neutral","sentiment_score":-0.25857100552982754},{"text":"It's asking a code right now, like a password.","start":1382.525,"end":1385.265,"sentiment":"neutral","sentiment_score":-0.218988084130817}],"sentiment":"neutral","sentiment_score":-0.15448716018687594,"num_words":55,"start":1341.75,"end":1385.265},{"sentences":[{"text":"Okay.","start":1407.155,"end":1407.655,"sentiment":"neutral","sentiment_score":-0.10853882133960724},{"text":"Because I think it's still locked.","start":1408.435,"end":1412.04,"sentiment":"neutral","sentiment_score":-0.2292623147368431},{"text":"Like what I said, it's still locked with the previous provider, your carrier.","start":1412.12,"end":1417.1001,"sentiment":"neutral","sentiment_score":-0.1777456930050483},{"text":"That's why it's not asking a password right now because it's only accepting the carrier, the original carrier.","start":1417.4,"end":1427.835,"sentiment":"neutral","sentiment_score":-0.22222897741529676},{"text":"Yeah.","start":1430.775,"end":1431.275,"sentiment":"neutral","sentiment_score":-0.027780096977949142}],"sentiment":"neutral","sentiment_score":-0.20058226690460473,"num_words":39,"start":1407.155,"end":1431.275},{"sentences":[{"text":"Mhmm.","start":1431.415,"end":1431.915,"sentiment":"neutral","sentiment_score":-0.022259099408984184},{"text":"So yeah.","start":1436.535,"end":1437.275,"sentiment":"neutral","sentiment_score":0.004914511926472187},{"text":"Please do contact the phone provider, the carrier, your previous, yeah, network for them to unlock the phone and for the phone to accept the new SIM card.","start":1437.335,"end":1450.28,"sentiment":"neutral","sentiment_score":-0.02643217479011842},{"text":"Yeah.","start":1452.9,"end":1453.4,"sentiment":"neutral","sentiment_score":0.08891908079385757},{"text":"Then just give us a callback then if you need assistance.","start":1453.4601,"end":1456.905,"sentiment":"neutral","sentiment_score":0.04798860102891922}],"sentiment":"neutral","sentiment_score":-0.003156680873660154,"num_words":43,"start":1431.415,"end":1456.905},{"sentences":[{"text":"Yeah.","start":1459.205,"end":1459.705,"sentiment":"neutral","sentiment_score":0.2600911259651184},{"text":"You're welcome.","start":1459.845,"end":1460.585,"sentiment":"positive","sentiment_score":0.391559436917305},{"text":"Bye for now, and have a great day.","start":1461.285,"end":1463.705,"sentiment":"positive","sentiment_score":0.3662782572209835}],"sentiment":"positive","sentiment_score":0.3612214597788724,"num_words":11,"start":1459.205,"end":1463.705}]}}]},{"alternatives":[{"transcript":"Yeah. Yeah. Yeah. Speaking. I'm just going down to my other phone. Yeah. And then yeah. It just didn't work. No. No. No. I'm here. I'm gonna activate it somehow. No. Nothing happened. No. Sorry? No. I just tried from one phone to the next, and nothing happened. No. It was just on a card. It's got a starter kit, $2. Mobile Airtel always connected. Mobile starter kit, prepaid SIM. So I paid 20 for 25 gigabyte on the SIM card. Yes. Sorry. What was that? It just dropped out my phone. It is inserted in my phone. Yes. It's a Galaxy a 15 Samsung. Yeah. I've got, yeah, I've got two bars on my signal on that phone. Yes. I did. I tried the phone. Yes. And it's nothing. Still not working. This is not responding to to this network. Yeah. Yeah. Look at messages or something. I have my data on settings. On settings. Yeah. Go to settings. Where do I find data? Data usage. Yeah. It it doesn't show because there's only one SIM card that I put in there, and it doesn't show the SIM card. This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle. Yeah. Yeah. It's only one SIM card. Mobile data. Access the Internet through your mobile network. Turn data on. Yes. No. There's just a on off blue light, blue switch On. Off. Yeah. Mobile data. That's all it says. Yeah. Yeah. Yeah. Yeah. Yeah. It works on my it works on my side. Sorry. It works on I can go to data and send a message, I suppose, can I? I'll send a message on this one and see what happens. Please then. It says please insert the SIM card to continue. Well, the SIM card is. It says it says please insert the SIM card to continue. So it's not it can't find that SIM card. I need to activate that SIM card. The SIM card's in there, but since I go to send a message to someone, it's insert the SIM card to continue. Why don't they be sending text text anywhere? Yeah. I can take it out and have a look. Sorry. What was that? The SIM card's in there. Yeah. Can you ring my numb can you ring that number and see what it does? Alright. A busy tone. There's nothing happening here. And that's at 37254688026 number? Yeah. Sorry? What was that? Did it? Nothing nothing my end. No. No. My phone says emergency calls only. Yeah. How do I set that up? Samsung Galaxy Samsung Galaxy a 15. Yes. Hello? Yep. Yeah. Yeah. Okay. When I when I tried the phone on my on network, and when I try and send a message, it comes up with please insert the SIM card to continue. Turn it off. And then we'll turn it back on again. Hang on a sec. Okay. Yes. Turn off time. Turn off phone. Turn off phone. Turn off phone. It's not working all now. Turn phone off. Turn turn off. Turn off phone. Just turn it off. Phone off. Phone off. No. It won't go off. I don't know why it won't go off. Let's check my Internet connection. I got no Internet now. Why have I got Internet? Oh, Okay. The phone's going off anyway. So I'll have a look at that SIM card. I'll check the SIM card. The SIM card's okay, sitting in there okay. I'll put the SIM card back in. And turn the phone back on. Internet. Alright. Unlocked code. One attempt. You there? Yeah. It come up with invalid SIM card, network locked, SIM card inserted. It's saying invalid SIM card. Network locked. SIM card inserted. Yeah. Okay. I did that, and it came up with a a code I have to punch in. Where do I put that in? Do you know where I put that in? Once I put the new SIM card in, it's asking for a code. No. No. It's not asking me now, but I did get that IEM number. And then for this phone, it gave me a code to put in once I put the SIM card in. But your SIM card is not asking for that code. Okay. Okay. Yeah. Yeah. Maybe. Maybe. Alright. I'll give that a go, and then I might have to come back to you a little later. Right? Okay. Alright then. Yes. Okay. Okay. Thanks. Thanks for that. Okay. See you. 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Yeah. Yeah. Speaking. I'm just going down to my other phone.\n\nYeah. And then yeah. It just didn't work. No. No.\n\nNo. I'm here. I'm gonna activate it somehow. No. Nothing happened.\n\nNo. Sorry? No. I just tried from one phone to the next, and nothing happened. No.\n\nIt was just on a card. It's got a starter kit, $2. Mobile Airtel always connected. Mobile starter kit, prepaid SIM. So I paid 20 for 25 gigabyte on the SIM card.\n\nYes. Sorry. What was that? It just dropped out my phone. It is inserted in my phone.\n\nYes. It's a Galaxy a 15 Samsung. Yeah. I've got, yeah, I've got two bars on my signal on that phone. Yes.\n\nI did. I tried the phone. Yes. And it's nothing. Still not working.\n\nThis is not responding to to this network. Yeah. Yeah. Look at messages or something. I have my data on settings.\n\nOn settings. Yeah. Go to settings. Where do I find data? Data usage.\n\nYeah. It it doesn't show because there's only one SIM card that I put in there, and it doesn't show the SIM card. This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle. Yeah. Yeah.\n\nIt's only one SIM card. Mobile data. Access the Internet through your mobile network. Turn data on. Yes.\n\nNo. There's just a on off blue light, blue switch On. Off. Yeah. Mobile data.\n\nThat's all it says. Yeah. Yeah. Yeah. Yeah.\n\nYeah. It works on my it works on my side. Sorry. It works on I can go to data and send a message, I suppose, can I? I'll send a message on this one and see what happens.\n\nPlease then. It says please insert the SIM card to continue. Well, the SIM card is. It says it says please insert the SIM card to continue. So it's not it can't find that SIM card.\n\nI need to activate that SIM card. The SIM card's in there, but since I go to send a message to someone, it's insert the SIM card to continue. Why don't they be sending text text anywhere? Yeah. I can take it out and have a look.\n\nSorry. What was that? The SIM card's in there. Yeah. Can you ring my numb can you ring that number and see what it does?\n\nAlright. A busy tone. There's nothing happening here. And that's at 37254688026 number? Yeah.\n\nSorry? What was that? Did it? Nothing nothing my end. No.\n\nNo. My phone says emergency calls only. Yeah. How do I set that up? Samsung Galaxy Samsung Galaxy a 15.\n\nYes. Hello? Yep. Yeah. Yeah.\n\nOkay. When I when I tried the phone on my on network, and when I try and send a message, it comes up with please insert the SIM card to continue. Turn it off. And then we'll turn it back on again. Hang on a sec.\n\nOkay. Yes. Turn off time. Turn off phone. Turn off phone.\n\nTurn off phone. It's not working all now. Turn phone off. Turn turn off. Turn off phone.\n\nJust turn it off. Phone off. Phone off. No. It won't go off.\n\nI don't know why it won't go off. Let's check my Internet connection. I got no Internet now. Why have I got Internet? Oh, Okay.\n\nThe phone's going off anyway. So I'll have a look at that SIM card. I'll check the SIM card. The SIM card's okay, sitting in there okay. I'll put the SIM card back in.\n\nAnd turn the phone back on. Internet. Alright. Unlocked code. One attempt.\n\nYou there? Yeah. It come up with invalid SIM card, network locked, SIM card inserted. It's saying invalid SIM card. Network locked.\n\nSIM card inserted. Yeah. Okay. I did that, and it came up with a a code I have to punch in. Where do I put that in?\n\nDo you know where I put that in? Once I put the new SIM card in, it's asking for a code. No. No. It's not asking me now, but I did get that IEM number.\n\nAnd then for this phone, it gave me a code to put in once I put the SIM card in. But your SIM card is not asking for that code. Okay. Okay. Yeah.\n\nYeah. Maybe. Maybe. Alright. I'll give that a go, and then I might have to come back to you a little later.\n\nRight? Okay. Alright then. Yes. Okay.\n\nOkay. Thanks. Thanks for that. Okay. See you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":9.44,"end":9.679999,"sentiment":"neutral","sentiment_score":0.0883757621049881},{"text":"Yeah.","start":9.679999,"end":10.179999,"sentiment":"neutral","sentiment_score":0.051135674118995667},{"text":"Yeah.","start":12.719999,"end":13.12,"sentiment":"neutral","sentiment_score":-0.002297956496477127},{"text":"Speaking.","start":13.12,"end":13.599999,"sentiment":"neutral","sentiment_score":-0.012991691008210182},{"text":"I'm just going down to my other phone.","start":13.599999,"end":15.54,"sentiment":"neutral","sentiment_score":-0.04796611610800028}],"sentiment":"neutral","sentiment_score":-0.021625595012058813,"num_words":12,"start":9.44,"end":15.54},{"sentences":[{"text":"Yeah.","start":20.995,"end":21.395,"sentiment":"neutral","sentiment_score":-0.01315853651612997},{"text":"And then yeah.","start":21.395,"end":22.355,"sentiment":"neutral","sentiment_score":-0.020750722226997215},{"text":"It just didn't 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card.","start":500.305,"end":505.26498,"sentiment":"neutral","sentiment_score":-0.3317088931798935},{"text":"This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle.","start":505.26498,"end":514.72003,"sentiment":"neutral","sentiment_score":-0.18157321915907018},{"text":"Yeah.","start":518.86,"end":519.26,"sentiment":"neutral","sentiment_score":-0.0778055489063263},{"text":"Yeah.","start":519.26,"end":519.66,"sentiment":"neutral","sentiment_score":-0.08596642315387726}],"sentiment":"neutral","sentiment_score":-0.2535768420923324,"num_words":42,"start":500.145,"end":519.66},{"sentences":[{"text":"It's only one SIM card.","start":519.66,"end":520.875,"sentiment":"neutral","sentiment_score":-0.09644848555326462},{"text":"Mobile data.","start":525.755,"end":526.735,"sentiment":"neutral","sentiment_score":-0.014834800735116005},{"text":"Access the Internet through your mobile 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you.","start":1462.9229,"end":1463.5829,"sentiment":"positive","sentiment_score":0.597322940826416}],"sentiment":"positive","sentiment_score":0.4218587763607502,"num_words":8,"start":1456.235,"end":1463.5829},{"sentences":[{"text":"Bye.","start":1464.6029,"end":1465.1029,"sentiment":"neutral","sentiment_score":-0.0876099243760109}],"sentiment":"neutral","sentiment_score":-0.0876099243760109,"num_words":1,"start":1464.6029,"end":1465.1029}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen, yeah, from Airtel tech support.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Yeah. Am I speaking with Mel?\n\nChannel 1: Yeah. Speaking. I'm just going down to my other phone.\n\nChannel 0: Okay. Did you try to call the number?\n\nChannel 1: Yeah. And then yeah.\n\nChannel 0: The new\n\nChannel 1: It\n\nChannel 0: number?\n\nChannel 1: just didn't work. No.\n\nChannel 0: It's not\n\nChannel 1: No. No. I'm here. I'm gonna activate it somehow.\n\nChannel 0: working? Mhmm. May I know what is the error sounds? Is what's the error message that it's saying? Is it cannot be reached or anything else?\n\nChannel 1: No. Nothing happened. No.\n\nChannel 0: But is the call going through or also no?\n\nChannel 1: Sorry?\n\nChannel 0: But is the call going through?\n\nChannel 1: No. I just tried from one phone to the next, and nothing happened. No.\n\nChannel 0: Okay. Is there a stop on the inside the box of the SIM card for the registration?\n\nChannel 1: It was just on a card. It's got a starter kit, $2. Mobile Airtel always connected. Mobile starter kit, prepaid SIM. So I paid 20 for 25 gigabyte on the SIM card.\n\nChannel 0: Hello?\n\nChannel 1: Yes.\n\nChannel 0: Yeah. But you already inserted the SIM card to your device. Is that correct?\n\nChannel 1: Sorry. What was that? It just dropped out my phone.\n\nChannel 0: Is the SIM card already inserted?\n\nChannel 1: It is inserted in my phone. Yes. It's a\n\nChannel 0: Yes.\n\nChannel 1: Galaxy a 15 Samsung.\n\nChannel 0: Mhmm. Does it has a signal sign, like a signal bar at the\n\nChannel 1: Yeah.\n\nChannel 0: top of\n\nChannel 1: I've\n\nChannel 0: your\n\nChannel 1: got,\n\nChannel 0: phone? Mhmm.\n\nChannel 1: yeah, I've got two bars on my signal on that phone. Yes.\n\nChannel 0: Okay. Can you try to, like, call a number using the SIM card?\n\nChannel 1: I did. I tried the phone. Yes. And it's nothing. Still not working.\n\nChannel 0: May I know what does it says?\n\nChannel 1: This is not responding to to this network.\n\nChannel 0: Okay. Okay. Hang on. Let me just check it on your end. Hang on.\n\nHello, ma'am?\n\nChannel 1: Yeah.\n\nChannel 0: Yes. Thank you for waiting. Can we try to use the data of the SIM card? Let's just check if it's working. Mhmm.\n\nChannel 1: Yeah. Look at messages or something.\n\nChannel 0: Yeah. But first is, can you open the data your data on the device?\n\nChannel 1: I have my data on settings. On settings. Yeah. Go to settings. Where do I find data?\n\nData usage.\n\nChannel 0: Yeah. Can you click the data usage and select the new SIM card the new SIM card number?\n\nChannel 1: Yeah. It it doesn't show because there's only one SIM card that I put in there, and it doesn't show the SIM card. This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle.\n\nChannel 0: Okay. So there is only one SIM card on that phone?\n\nChannel 1: Yeah. Yeah. It's only one SIM card.\n\nChannel 0: Okay. Can we try to open the mobile data? Turn it on?\n\nChannel 1: Mobile data.\n\nChannel 0: Mhmm.\n\nChannel 1: Access the Internet through your mobile network. Turn data on. Yes.\n\nChannel 0: Yeah. Can you see, like, icon at the top of your phone that the mobile data is turned on?\n\nChannel 1: No. There's just a on off blue light, blue switch On. Off. Yeah. Mobile data.\n\nThat's all it says.\n\nChannel 0: Okay. But have you used that phone before using a\n\nChannel 1: Yeah.\n\nChannel 0: data\n\nChannel 1: Yeah.\n\nChannel 0: mobile data?\n\nChannel 1: Yeah. Yeah. Yeah. It\n\nChannel 0: Yeah.\n\nChannel 1: works\n\nChannel 0: And\n\nChannel 1: on\n\nChannel 0: can\n\nChannel 1: my\n\nChannel 0: mhmm. And\n\nChannel 1: it works\n\nChannel 0: how\n\nChannel 1: on my side. Sorry.\n\nChannel 0: yeah. How\n\nChannel 1: It\n\nChannel 0: can\n\nChannel 1: works\n\nChannel 0: you\n\nChannel 1: on\n\nChannel 0: tell that mhmm.\n\nChannel 1: I can go to data and send a message, I suppose, can I? I'll send a message on this one and see what happens.\n\nChannel 0: Okay. Sure. There's no\n\nChannel 1: Please\n\nChannel 0: icon\n\nChannel 1: then.\n\nChannel 0: at the top of your phone that can tell us that the mobile data is turned on now?\n\nChannel 1: It says please insert the SIM card to continue. Well, the\n\nChannel 0: Sorry?\n\nChannel 1: SIM card is. It says\n\nChannel 0: Mhmm.\n\nChannel 1: it says please insert the SIM card to continue. So it's not it can't find that SIM card. I need to activate that SIM card.\n\nChannel 0: Okay. But the SIM card is already activated and ready to use.\n\nChannel 1: The SIM\n\nChannel 0: So\n\nChannel 1: card's\n\nChannel 0: I\n\nChannel 1: in there, but since I go to send a message to someone, it's insert the SIM card to continue. Why don't they be sending text text\n\nChannel 0: Yeah. Can we check the SIM card if it's inserted correctly?\n\nChannel 1: anywhere?\n\nChannel 0: Does it\n\nChannel 1: Yeah.\n\nChannel 0: fit\n\nChannel 1: I can\n\nChannel 0: the\n\nChannel 1: take it out and have a look.\n\nChannel 0: Mhmm. Mhmm. Does it fit the SIM card part?\n\nChannel 1: Sorry. What was that?\n\nChannel 0: Does the SIM card fit onto the phone?\n\nChannel 1: The SIM card's in there. Yeah. Can you ring my numb can you ring that number and see what it does?\n\nChannel 0: Yeah. Actually, we're I'm trying to ring it now, but it's just\n\nChannel 1: Alright.\n\nChannel 0: a mhmm. Busy tone.\n\nChannel 1: A busy tone. There's nothing happening\n\nChannel 0: Yeah.\n\nChannel 1: here. And that's at 37254688026 number?\n\nChannel 0: Yeah. That's correct. Hello, ma'am?\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. Does the does the SIM card ring?\n\nChannel 1: Sorry? What was that?\n\nChannel 0: We tried to dial the number and it ring. Does\n\nChannel 1: Did\n\nChannel 0: it\n\nChannel 1: it?\n\nChannel 0: go through on your end?\n\nChannel 1: Nothing nothing my end. No.\n\nChannel 0: Okay.\n\nChannel 1: No.\n\nChannel 0: Hang on. We'll try it again.\n\nChannel 1: My phone says emergency calls only.\n\nChannel 0: Maybe the phone is not set up correctly?\n\nChannel 1: Yeah. How do I set that up?\n\nChannel 0: May I know the brand again of your phone?\n\nChannel 1: Samsung\n\nChannel 0: Samsung.\n\nChannel 1: Galaxy\n\nChannel 0: Mhmm.\n\nChannel 1: Samsung Galaxy a 15.\n\nChannel 0: A 15. K. Hang on. Let me check. Hello, Mel?\n\nHello? Hello,\n\nChannel 1: Yes.\n\nChannel 0: ma'am? Can you hear me?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Hello? Can you hear me?\n\nChannel 1: Yep. Yeah.\n\nChannel 0: Yeah. Can you try to turn off the device, your phone, right now?\n\nChannel 1: Yeah. Okay. When I when I\n\nChannel 0: Mhmm.\n\nChannel 1: tried the phone on my on network, and when I try and send a message, it comes up with please insert the SIM card to continue. Turn it off. And then we'll turn it back on again.\n\nChannel 0: Okay. Can we try to turn it off?\n\nChannel 1: Hang\n\nChannel 0: Can we try to turn off your phone? Mhmm.\n\nChannel 1: on a sec.\n\nChannel 0: Yeah. Sure. And please also make sure that the SIM card fits the SIM tray. And,\n\nChannel 1: Okay.\n\nChannel 0: yeah, it's it in it is inserted correctly. Maybe it's not in fit well. That's why the phone cannot detect it.\n\nChannel 1: Yes. Turn off time.\n\nChannel 0: Yeah.\n\nChannel 1: Turn off phone. Turn off phone. Turn off phone.\n\nChannel 0: Hello? Yeah. Is is it turn off now?\n\nChannel 1: It's not working all now. Turn phone off. Turn turn off. Turn off phone. Just turn it off.\n\nPhone off. Phone off.\n\nChannel 0: It's off now.\n\nChannel 1: No. It won't go off.\n\nChannel 0: Okay.\n\nChannel 1: I don't know why it won't go off. Let's check my Internet connection. I got no Internet now. Why have I got Internet? Oh, Okay.\n\nThe phone's going off anyway. So I'll have a look at that SIM card. I'll check the SIM card. The SIM card's okay, sitting in there okay. I'll put the SIM card back in.\n\nAnd turn the phone back on. Internet. Alright. Unlocked code. One attempt.\n\nYou there?\n\nChannel 0: Yeah. Still here.\n\nChannel 1: Yeah. It come up with invalid SIM card, network locked, SIM card inserted.\n\nChannel 0: Sorry. Can I get again the error message, it's saying?\n\nChannel 1: It's saying invalid SIM card. Network locked. SIM card inserted.\n\nChannel 0: Okay. Hang on. Let me just check what that means. Hello, Mel?\n\nChannel 1: Yeah.\n\nChannel 0: Yes. So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider. Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked. So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked. They may ask for the phone's IMEI number for\n\nChannel 1: Okay.\n\nChannel 0: them to unlock the phone. Yeah.\n\nChannel 1: I did that, and it came up with a a code I have to punch in. Where do I put that in? Do you know where I put that in? Once I put the new SIM card in, it's asking for a code.\n\nChannel 0: Actually, I don't have the idea about that code. It's asking a code right now, like a password.\n\nChannel 1: No. No. It's not asking me now, but I did get that IEM number. And then for this phone, it gave me a code to put in once I put the SIM card in. But your SIM card is not asking for that code.\n\nChannel 0: Okay. Because I think it's still locked. Like what I said, it's still locked with the previous provider, your\n\nChannel 1: Okay.\n\nChannel 0: carrier. That's why it's not asking a password right now because it's only accepting the carrier, the original carrier.\n\nChannel 1: Okay. Yeah. Yeah. Maybe. Maybe.\n\nChannel 0: Yeah. Mhmm.\n\nChannel 1: Alright. I'll give that a go, and then I might have to come back to you a little later. Right?\n\nChannel 0: So yeah. Please do contact the phone provider, the carrier, your previous,\n\nChannel 1: Okay.\n\nChannel 0: yeah, network for them to unlock the phone and for the phone to accept the new SIM card.\n\nChannel 1: Alright then. Yes.\n\nChannel 0: Yeah. Then\n\nChannel 1: Okay.\n\nChannel 0: just give us a callback then if you\n\nChannel 1: Okay.\n\nChannel 0: need assistance.\n\nChannel 1: Thanks. Thanks for that.\n\nChannel 0: Yeah. You're welcome. Bye\n\nChannel 1: Okay.\n\nChannel 0: for now, and have a\n\nChannel 1: See\n\nChannel 0: great\n\nChannel 1: you.\n\nChannel 0: day.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":3.52,"end":4.0,"sentiment":"neutral","sentiment_score":0.14339324831962583},{"text":"Good afternoon.","start":4.0,"end":4.74,"sentiment":"positive","sentiment_score":0.37883587181568146},{"text":"This is Maureen, yeah, from Airtel tech 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Mel?","start":10.639999,"end":12.179999,"sentiment":"neutral","sentiment_score":0.01698113847523928}],"sentiment":"neutral","sentiment_score":0.019698853449275095,"channel":0,"num_words":6,"start":10.4,"end":12.179999},{"sentences":[{"text":"Yeah.","start":12.719999,"end":13.12,"sentiment":"neutral","sentiment_score":-0.002297956496477127},{"text":"Speaking.","start":13.12,"end":13.599999,"sentiment":"neutral","sentiment_score":-0.012991691008210182},{"text":"I'm just going down to my other phone.","start":13.599999,"end":15.54,"sentiment":"neutral","sentiment_score":-0.04796611610800028}],"sentiment":"neutral","sentiment_score":-0.03990185763686895,"channel":1,"num_words":10,"start":12.719999,"end":15.54},{"sentences":[{"text":"Okay.","start":16.735,"end":17.235,"sentiment":"neutral","sentiment_score":-0.015394521877169607},{"text":"Did you try to call the number?","start":18.335,"end":20.275,"sentiment":"neutral","sentiment_score":-0.02387749882681029}],"sentiment":"neutral","sentiment_score":-0.022817126708105206,"channel":0,"num_words":8,"start":16.735,"end":20.275},{"sentences":[{"text":"Yeah.","start":20.995,"end":21.395,"sentiment":"neutral","sentiment_score":-0.01315853651612997},{"text":"And then yeah.","start":21.395,"end":22.355,"sentiment":"neutral","sentiment_score":-0.020750722226997215}],"sentiment":"neutral","sentiment_score":-0.018852675799280405,"channel":1,"num_words":4,"start":20.995,"end":22.355},{"sentences":[{"text":"The new","start":22.015,"end":22.415,"sentiment":"neutral","sentiment_score":-0.047842029482126236}],"sentiment":"neutral","sentiment_score":-0.047842029482126236,"channel":0,"num_words":2,"start":22.015,"end":22.415},{"sentences":[{"text":"It","start":22.355,"end":22.675,"sentiment":"neutral","sentiment_score":-0.04472580552101135}],"sentiment":"neutral","sentiment_score":-0.04472580552101135,"channel":1,"num_words":1,"start":22.355,"end":22.675},{"sentences":[{"text":"number?","start":22.415,"end":22.915,"sentiment":"neutral","sentiment_score":-0.0582846999168396}],"sentiment":"neutral","sentiment_score":-0.0582846999168396,"channel":0,"num_words":1,"start":22.415,"end":22.915},{"sentences":[{"text":"just didn't work.","start":22.675,"end":24.355,"sentiment":"neutral","sentiment_score":-0.1907758116722107},{"text":"No.","start":24.355,"end":24.855,"sentiment":"neutral","sentiment_score":-0.24315796792507172}],"sentiment":"neutral","sentiment_score":-0.20387135073542595,"channel":1,"num_words":4,"start":22.675,"end":24.855},{"sentences":[{"text":"It's not","start":26.86,"end":27.68,"sentiment":"neutral","sentiment_score":-0.14241749793291092}],"sentiment":"neutral","sentiment_score":-0.14241749793291092,"channel":0,"num_words":2,"start":26.86,"end":27.68},{"sentences":[{"text":"No.","start":28.275,"end":28.775,"sentiment":"neutral","sentiment_score":-0.17674461007118225},{"text":"No.","start":29.02,"end":29.52,"sentiment":"neutral","sentiment_score":-0.1738092601299286},{"text":"I'm here.","start":30.7,"end":31.18,"sentiment":"neutral","sentiment_score":-0.10222000628709793},{"text":"I'm gonna activate it somehow.","start":31.18,"end":32.8,"sentiment":"neutral","sentiment_score":-0.03213187381625175}],"sentiment":"neutral","sentiment_score":-0.07951702798406284,"channel":1,"num_words":9,"start":28.275,"end":32.8},{"sentences":[{"text":"working?","start":36.620003,"end":36.78,"sentiment":"neutral","sentiment_score":-0.021551821380853653},{"text":"Mhmm.","start":36.78,"end":37.02,"sentiment":"neutral","sentiment_score":-0.03878015652298927},{"text":"May I know what is the error sounds?","start":37.02,"end":40.08,"sentiment":"neutral","sentiment_score":-0.08883791230618954},{"text":"Is what's the error message that it's saying?","start":40.46,"end":43.745,"sentiment":"neutral","sentiment_score":-0.09445325471460819},{"text":"Is it cannot be reached or anything else?","start":44.285,"end":47.425,"sentiment":"neutral","sentiment_score":-0.15238494519144297}],"sentiment":"neutral","sentiment_score":-0.10560541829237571,"channel":0,"num_words":26,"start":36.620003,"end":47.425},{"sentences":[{"text":"No.","start":48.635002,"end":48.955,"sentiment":"neutral","sentiment_score":-0.1934584230184555},{"text":"Nothing happened.","start":48.955,"end":49.855003,"sentiment":"neutral","sentiment_score":-0.20103231817483902},{"text":"No.","start":49.995003,"end":50.495003,"sentiment":"neutral","sentiment_score":-0.17951232194900513}],"sentiment":"neutral","sentiment_score":-0.19375884532928467,"channel":1,"num_words":4,"start":48.635002,"end":50.495003},{"sentences":[{"text":"But is the call going through or also no?","start":56.11,"end":59.41,"sentiment":"neutral","sentiment_score":-0.14437782019376755}],"sentiment":"neutral","sentiment_score":-0.14437782019376755,"channel":0,"num_words":9,"start":56.11,"end":59.41},{"sentences":[{"text":"Sorry?","start":60.47,"end":60.97,"sentiment":"neutral","sentiment_score":-0.09040416777133942}],"sentiment":"neutral","sentiment_score":-0.09040416777133942,"channel":1,"num_words":1,"start":60.47,"end":60.97},{"sentences":[{"text":"But is the call going through?","start":62.91,"end":64.69,"sentiment":"neutral","sentiment_score":-0.07640362034241359}],"sentiment":"neutral","sentiment_score":-0.07640362034241359,"channel":0,"num_words":6,"start":62.91,"end":64.69},{"sentences":[{"text":"No.","start":66.630005,"end":67.03,"sentiment":"neutral","sentiment_score":-0.3166550397872925},{"text":"I just tried from one phone to the next, and nothing happened.","start":67.03,"end":71.11,"sentiment":"neutral","sentiment_score":-0.2918432429432869},{"text":"No.","start":71.11,"end":71.535,"sentiment":"neutral","sentiment_score":-0.14587464928627014}],"sentiment":"neutral","sentiment_score":-0.2831891860280718,"channel":1,"num_words":14,"start":66.630005,"end":71.535},{"sentences":[{"text":"Okay.","start":72.795,"end":73.295,"sentiment":"neutral","sentiment_score":-0.06578537821769714},{"text":"Is there a stop on the inside the box of the SIM card for the registration?","start":74.23499,"end":81.295,"sentiment":"neutral","sentiment_score":-0.07058390299789608}],"sentiment":"neutral","sentiment_score":-0.07030163683435496,"channel":0,"num_words":17,"start":72.795,"end":81.295},{"sentences":[{"text":"It was just on a card.","start":83.775,"end":85.055,"sentiment":"neutral","sentiment_score":-0.03357409375409285},{"text":"It's got a starter kit, $2.","start":85.055,"end":87.15501,"sentiment":"neutral","sentiment_score":-0.0074817759450525045},{"text":"Mobile Airtel always connected.","start":89.42,"end":91.84,"sentiment":"neutral","sentiment_score":0.016518961172550917},{"text":"Mobile starter kit, prepaid SIM.","start":91.9,"end":94.72,"sentiment":"neutral","sentiment_score":0.006625274568796158},{"text":"So I paid 20 for 25 gigabyte on the SIM 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correct?","start":129.745,"end":130.485,"sentiment":"neutral","sentiment_score":-0.012079140792290369}],"sentiment":"neutral","sentiment_score":-0.014655581741992916,"channel":0,"num_words":14,"start":119.509995,"end":130.485},{"sentences":[{"text":"Sorry.","start":131.255,"end":131.735,"sentiment":"neutral","sentiment_score":-0.07762569189071655},{"text":"What was that?","start":131.735,"end":132.295,"sentiment":"neutral","sentiment_score":-0.06714751323064168},{"text":"It just dropped out my phone.","start":132.295,"end":134.075,"sentiment":"neutral","sentiment_score":-0.16928648948669434}],"sentiment":"neutral","sentiment_score":-0.12947871685028076,"channel":1,"num_words":10,"start":131.255,"end":134.075},{"sentences":[{"text":"Is the SIM card already 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I try and send a message, it comes up with please insert the SIM card to continue.","start":871.73004,"end":883.565,"sentiment":"neutral","sentiment_score":-0.03574087807478813},{"text":"Turn it off.","start":884.98505,"end":885.945,"sentiment":"neutral","sentiment_score":-0.03477698812882105},{"text":"And then we'll turn it back on again.","start":885.945,"end":887.645,"sentiment":"neutral","sentiment_score":-0.006014603888615966}],"sentiment":"neutral","sentiment_score":-0.029235422309186007,"channel":1,"num_words":37,"start":871.73004,"end":887.645},{"sentences":[{"text":"Okay.","start":889.5,"end":890.0,"sentiment":"neutral","sentiment_score":0.009630479849874972},{"text":"Can we try to turn it 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sec.","start":904.73,"end":905.73,"sentiment":"neutral","sentiment_score":-0.006305777778228124}],"sentiment":"neutral","sentiment_score":-0.006305777778228124,"channel":1,"num_words":3,"start":904.73,"end":905.73},{"sentences":[{"text":"Yeah.","start":906.505,"end":906.825,"sentiment":"neutral","sentiment_score":0.04736986011266709},{"text":"Sure.","start":906.825,"end":907.325,"sentiment":"neutral","sentiment_score":0.10597257316112518},{"text":"And please also make sure that the SIM card fits the SIM tray.","start":911.07,"end":915.33,"sentiment":"neutral","sentiment_score":0.02884172247006343},{"text":"And,","start":916.11005,"end":916.61005,"sentiment":"neutral","sentiment_score":0.00017070770263671875}],"sentiment":"neutral","sentiment_score":0.03302847081795335,"channel":0,"num_words":16,"start":906.505,"end":916.61005},{"sentences":[{"text":"Okay.","start":916.425,"end":916.925,"sentiment":"neutral","sentiment_score":-0.023092499002814293}],"sentiment":"neutral","sentiment_score":-0.023092499002814293,"channel":1,"num_words":1,"start":916.425,"end":916.925},{"sentences":[{"text":"yeah, it's it in it is inserted correctly.","start":917.79004,"end":920.85004,"sentiment":"neutral","sentiment_score":-0.07124317577108741},{"text":"Maybe it's not in fit well.","start":921.23004,"end":927.295,"sentiment":"neutral","sentiment_score":-0.2929159204165141},{"text":"That's why the phone cannot detect it.","start":928.155,"end":930.575,"sentiment":"neutral","sentiment_score":-0.24510676094463893}],"sentiment":"neutral","sentiment_score":-0.19253277406096458,"channel":0,"num_words":21,"start":917.79004,"end":930.575},{"sentences":[{"text":"Yes.","start":934.2,"end":934.7,"sentiment":"neutral","sentiment_score":0.002051238901913166},{"text":"Turn off time.","start":934.92,"end":936.06,"sentiment":"neutral","sentiment_score":-0.022819531460603077}],"sentiment":"neutral","sentiment_score":-0.016601838869974017,"channel":1,"num_words":4,"start":934.2,"end":936.06},{"sentences":[{"text":"Yeah.","start":937.515,"end":937.89,"sentiment":"neutral","sentiment_score":0.0029005752876400948}],"sentiment":"neutral","sentiment_score":0.0029005752876400948,"channel":0,"num_words":1,"start":937.515,"end":937.89},{"sentences":[{"text":"Turn off phone.","start":953.74,"end":954.8,"sentiment":"neutral","sentiment_score":-0.00958461593836546},{"text":"Turn off phone.","start":959.18,"end":960.48,"sentiment":"neutral","sentiment_score":-0.009024909076591333},{"text":"Turn off phone.","start":966.3,"end":967.875,"sentiment":"neutral","sentiment_score":-0.008442247286438942}],"sentiment":"neutral","sentiment_score":-0.009017257433798578,"channel":1,"num_words":9,"start":953.74,"end":967.875},{"sentences":[{"text":"Hello?","start":1017.91504,"end":1018.41504,"sentiment":"neutral","sentiment_score":0.004246834199875593},{"text":"Yeah.","start":1021.97003,"end":1022.47003,"sentiment":"neutral","sentiment_score":0.004933053627610207},{"text":"Is is it turn off now?","start":1022.53,"end":1026.87,"sentiment":"neutral","sentiment_score":-0.0037399999176462493}],"sentiment":"neutral","sentiment_score":-0.0016575139597989619,"channel":0,"num_words":8,"start":1017.91504,"end":1026.87},{"sentences":[{"text":"It's not working all now.","start":1071.83,"end":1073.115,"sentiment":"neutral","sentiment_score":-0.2548691064119339},{"text":"Turn phone off.","start":1080.315,"end":1081.855,"sentiment":"neutral","sentiment_score":-0.0936020736893018},{"text":"Turn turn off.","start":1100.9299,"end":1102.275,"sentiment":"neutral","sentiment_score":-0.03868501509229342},{"text":"Turn off phone.","start":1105.875,"end":1107.255,"sentiment":"neutral","sentiment_score":-0.033598565186063446},{"text":"Just turn it off.","start":1109.715,"end":1111.015,"sentiment":"neutral","sentiment_score":-0.03637197660282254}],"sentiment":"neutral","sentiment_score":-0.10652724446521865,"channel":1,"num_words":18,"start":1071.83,"end":1111.015},{"sentences":[{"text":"Phone off.","start":1111.395,"end":1112.375,"sentiment":"neutral","sentiment_score":-0.0242008063942194},{"text":"Phone off.","start":1119.75,"end":1121.0499,"sentiment":"neutral","sentiment_score":-0.02532318700104952}],"sentiment":"neutral","sentiment_score":-0.02476199669763446,"channel":1,"num_words":4,"start":1111.395,"end":1121.0499},{"sentences":[{"text":"It's off now.","start":1123.965,"end":1125.105,"sentiment":"neutral","sentiment_score":-0.039895309756199517}],"sentiment":"neutral","sentiment_score":-0.039895309756199517,"channel":0,"num_words":3,"start":1123.965,"end":1125.105},{"sentences":[{"text":"No.","start":1125.6699,"end":1125.99,"sentiment":"neutral","sentiment_score":-0.2822265625},{"text":"It won't go off.","start":1125.99,"end":1127.0499,"sentiment":"neutral","sentiment_score":-0.26082540303468704}],"sentiment":"neutral","sentiment_score":-0.26510563492774963,"channel":1,"num_words":5,"start":1125.6699,"end":1127.0499},{"sentences":[{"text":"Okay.","start":1127.965,"end":1128.465,"sentiment":"neutral","sentiment_score":-0.173608660697937}],"sentiment":"neutral","sentiment_score":-0.173608660697937,"channel":0,"num_words":1,"start":1127.965,"end":1128.465},{"sentences":[{"text":"I don't know why it won't go off.","start":1128.3099,"end":1131.9299,"sentiment":"neutral","sentiment_score":-0.27047688886523247},{"text":"Let's check my Internet connection.","start":1137.3151,"end":1138.8351,"sentiment":"neutral","sentiment_score":-0.14275086522102357},{"text":"I got no Internet now.","start":1138.8351,"end":1140.295,"sentiment":"neutral","sentiment_score":-0.2504418283700943},{"text":"Why have I got Internet?","start":1144.755,"end":1145.8151,"sentiment":"neutral","sentiment_score":-0.19488516449928284},{"text":"Oh, Okay.","start":1154.35,"end":1179.8099,"sentiment":"neutral","sentiment_score":-0.08441929891705513}],"sentiment":"neutral","sentiment_score":-0.21092171996831893,"channel":1,"num_words":25,"start":1128.3099,"end":1179.8099},{"sentences":[{"text":"The phone's going off anyway.","start":1179.8099,"end":1181.27,"sentiment":"neutral","sentiment_score":-0.1729414463043213},{"text":"So I'll have a look at that SIM card.","start":1181.41,"end":1183.4299,"sentiment":"neutral","sentiment_score":-0.060862396740251117},{"text":"I'll check the SIM card.","start":1184.77,"end":1185.99,"sentiment":"neutral","sentiment_score":-0.015574343129992485},{"text":"The SIM card's okay, sitting in there okay.","start":1193.455,"end":1195.955,"sentiment":"neutral","sentiment_score":0.005222857929766178},{"text":"I'll put the SIM card back in.","start":1197.9349,"end":1199.61,"sentiment":"neutral","sentiment_score":0.008055591955780983}],"sentiment":"neutral","sentiment_score":-0.04094613266780096,"channel":1,"num_words":34,"start":1179.8099,"end":1199.61},{"sentences":[{"text":"And turn the phone back on.","start":1205.53,"end":1207.07,"sentiment":"neutral","sentiment_score":-0.005179092598458131},{"text":"Internet.","start":1218.215,"end":1218.715,"sentiment":"neutral","sentiment_score":-0.02981879562139511},{"text":"Alright.","start":1218.775,"end":1219.275,"sentiment":"neutral","sentiment_score":0.002167112659662962},{"text":"Unlocked code.","start":1219.335,"end":1220.795,"sentiment":"neutral","sentiment_score":-0.03892724961042404},{"text":"One attempt.","start":1221.175,"end":1221.915,"sentiment":"neutral","sentiment_score":-0.04323846101760864}],"sentiment":"neutral","sentiment_score":-0.01858813831737886,"channel":1,"num_words":12,"start":1205.53,"end":1221.915},{"sentences":[{"text":"You there?","start":1229.495,"end":1230.235,"sentiment":"neutral","sentiment_score":-0.04781638830900192}],"sentiment":"neutral","sentiment_score":-0.04781638830900192,"channel":1,"num_words":2,"start":1229.495,"end":1230.235},{"sentences":[{"text":"Yeah.","start":1232.295,"end":1232.695,"sentiment":"neutral","sentiment_score":-0.07464928925037384},{"text":"Still here.","start":1232.695,"end":1233.595,"sentiment":"neutral","sentiment_score":-0.09481504186987877}],"sentiment":"neutral","sentiment_score":-0.08809312433004379,"channel":0,"num_words":3,"start":1232.295,"end":1233.595},{"sentences":[{"text":"Yeah.","start":1234.23,"end":1234.39,"sentiment":"neutral","sentiment_score":-0.18811343610286713},{"text":"It come up with invalid SIM card, network locked, SIM card inserted.","start":1234.39,"end":1238.89,"sentiment":"neutral","sentiment_score":-0.28592173755168915}],"sentiment":"neutral","sentiment_score":-0.2783980220556259,"channel":1,"num_words":13,"start":1234.23,"end":1238.89},{"sentences":[{"text":"Sorry.","start":1244.27,"end":1244.51,"sentiment":"neutral","sentiment_score":-0.21837788820266724},{"text":"Can I get again the error message, it's saying?","start":1244.51,"end":1247.25,"sentiment":"neutral","sentiment_score":-0.18661199510097504}],"sentiment":"neutral","sentiment_score":-0.18978858441114427,"channel":0,"num_words":10,"start":1244.27,"end":1247.25},{"sentences":[{"text":"It's saying invalid SIM card.","start":1247.935,"end":1250.1151,"sentiment":"neutral","sentiment_score":-0.15592167675495147},{"text":"Network locked.","start":1250.175,"end":1251.635,"sentiment":"neutral","sentiment_score":-0.15849848091602325},{"text":"SIM card inserted.","start":1252.415,"end":1253.635,"sentiment":"neutral","sentiment_score":-0.08894341439008713}],"sentiment":"neutral","sentiment_score":-0.13634355887770652,"channel":1,"num_words":10,"start":1247.935,"end":1253.635},{"sentences":[{"text":"Okay.","start":1256.0951,"end":1256.3351,"sentiment":"neutral","sentiment_score":-0.03040413372218609},{"text":"Hang on.","start":1256.3351,"end":1256.735,"sentiment":"neutral","sentiment_score":-0.02904156781733036},{"text":"Let me just check what that means.","start":1256.735,"end":1259.235,"sentiment":"neutral","sentiment_score":-0.03143102143492017},{"text":"Hello, Mel?","start":1319.96,"end":1320.915,"sentiment":"neutral","sentiment_score":0.010094486875459552}],"sentiment":"neutral","sentiment_score":-0.024026287137530744,"channel":0,"num_words":12,"start":1256.0951,"end":1320.915},{"sentences":[{"text":"Yeah.","start":1321.5099,"end":1322.0099,"sentiment":"neutral","sentiment_score":0.05063781142234802}],"sentiment":"neutral","sentiment_score":0.05063781142234802,"channel":1,"num_words":1,"start":1321.5099,"end":1322.0099},{"sentences":[{"text":"Yes.","start":1322.995,"end":1323.3151,"sentiment":"neutral","sentiment_score":0.047672122716903687},{"text":"So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider.","start":1323.3151,"end":1333.015,"sentiment":"negative","sentiment_score":-0.3504228006516184},{"text":"Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked.","start":1334.15,"end":1340.97,"sentiment":"negative","sentiment_score":-0.4620285504742673},{"text":"So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked.","start":1341.75,"end":1351.5751,"sentiment":"neutral","sentiment_score":-0.14797322790731082},{"text":"They may ask for the phone's IMEI number for","start":1352.275,"end":1358.1151,"sentiment":"neutral","sentiment_score":-0.04940216036306487}],"sentiment":"neutral","sentiment_score":-0.27485805010009146,"channel":0,"num_words":72,"start":1322.995,"end":1358.1151},{"sentences":[{"text":"Okay.","start":1357.97,"end":1358.47,"sentiment":"neutral","sentiment_score":-0.05023626238107681}],"sentiment":"neutral","sentiment_score":-0.05023626238107681,"channel":1,"num_words":1,"start":1357.97,"end":1358.47},{"sentences":[{"text":"them to unlock the phone.","start":1358.1151,"end":1359.4751,"sentiment":"neutral","sentiment_score":-0.08622120022773742},{"text":"Yeah.","start":1359.4751,"end":1359.81,"sentiment":"neutral","sentiment_score":-0.06762554496526718}],"sentiment":"neutral","sentiment_score":-0.08312192435065906,"channel":0,"num_words":6,"start":1358.1151,"end":1359.81},{"sentences":[{"text":"I did that, and it came up with a a code I have to punch in.","start":1360.4501,"end":1365.705,"sentiment":"neutral","sentiment_score":-0.11356949480250478},{"text":"Where do I put that in?","start":1367.525,"end":1368.985,"sentiment":"neutral","sentiment_score":-0.09068598101536433},{"text":"Do you know where I put that in?","start":1371.205,"end":1372.485,"sentiment":"neutral","sentiment_score":-0.07764662802219391},{"text":"Once I put the new SIM card in, it's asking for a code.","start":1372.485,"end":1375.5449,"sentiment":"neutral","sentiment_score":-0.15190723824959534}],"sentiment":"neutral","sentiment_score":-0.11528360289196636,"channel":1,"num_words":43,"start":1360.4501,"end":1375.5449},{"sentences":[{"text":"Actually, I don't have the idea about that code.","start":1379.325,"end":1381.985,"sentiment":"neutral","sentiment_score":-0.25857100552982754},{"text":"It's asking a code right now, like a password.","start":1382.525,"end":1385.265,"sentiment":"neutral","sentiment_score":-0.218988084130817}],"sentiment":"neutral","sentiment_score":-0.23877954483032227,"channel":0,"num_words":18,"start":1379.325,"end":1385.265},{"sentences":[{"text":"No.","start":1386.3099,"end":1386.63,"sentiment":"neutral","sentiment_score":-0.2251080572605133},{"text":"No.","start":1386.63,"end":1387.03,"sentiment":"neutral","sentiment_score":-0.2322273999452591},{"text":"It's not asking me now, but I did get that IEM number.","start":1387.03,"end":1392.515,"sentiment":"neutral","sentiment_score":-0.14220694514612356},{"text":"And then for this phone, it gave me a code to put in once I put the SIM card in.","start":1392.8151,"end":1398.1151,"sentiment":"neutral","sentiment_score":-0.13862647935748101},{"text":"But your SIM card is not asking for that code.","start":1401.055,"end":1403.875,"sentiment":"neutral","sentiment_score":-0.31497683227062223}],"sentiment":"neutral","sentiment_score":-0.1837753797457977,"channel":1,"num_words":44,"start":1386.3099,"end":1403.875},{"sentences":[{"text":"Okay.","start":1407.155,"end":1407.655,"sentiment":"neutral","sentiment_score":-0.10853882133960724},{"text":"Because I think it's still locked.","start":1408.435,"end":1412.04,"sentiment":"neutral","sentiment_score":-0.2292623147368431},{"text":"Like what I said, it's still locked with the previous provider, your","start":1412.12,"end":1416.6001,"sentiment":"neutral","sentiment_score":-0.18127008900046349}],"sentiment":"neutral","sentiment_score":-0.19259756725085408,"channel":0,"num_words":19,"start":1407.155,"end":1416.6001},{"sentences":[{"text":"Okay.","start":1416.5549,"end":1417.0549,"sentiment":"neutral","sentiment_score":-0.1034204438328743}],"sentiment":"neutral","sentiment_score":-0.1034204438328743,"channel":1,"num_words":1,"start":1416.5549,"end":1417.0549},{"sentences":[{"text":"carrier.","start":1416.6001,"end":1417.1001,"sentiment":"neutral","sentiment_score":-0.13545294106006622},{"text":"That's why it's not asking a password right now because it's only accepting the carrier, the original 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give that a go, and then I might have to come back to you a little later.","start":1432.3201,"end":1435.8401,"sentiment":"neutral","sentiment_score":-0.01964152826824122},{"text":"Right?","start":1435.8401,"end":1436.3401,"sentiment":"neutral","sentiment_score":0.011443449184298515}],"sentiment":"neutral","sentiment_score":-0.015905280085280537,"channel":1,"num_words":20,"start":1431.92,"end":1436.3401},{"sentences":[{"text":"So yeah.","start":1436.535,"end":1437.275,"sentiment":"neutral","sentiment_score":0.004914511926472187},{"text":"Please do contact the phone provider, the carrier, your 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you","start":1453.86,"end":1456.245,"sentiment":"neutral","sentiment_score":0.03958814078941941}],"sentiment":"neutral","sentiment_score":0.03958814078941941,"channel":0,"num_words":8,"start":1453.86,"end":1456.245},{"sentences":[{"text":"Okay.","start":1456.235,"end":1456.7151,"sentiment":"neutral","sentiment_score":0.04693900793790817}],"sentiment":"neutral","sentiment_score":0.04693900793790817,"channel":1,"num_words":1,"start":1456.235,"end":1456.7151},{"sentences":[{"text":"need assistance.","start":1456.245,"end":1456.905,"sentiment":"neutral","sentiment_score":0.06833653338253498}],"sentiment":"neutral","sentiment_score":0.06833653338253498,"channel":0,"num_words":2,"start":1456.245,"end":1456.905},{"sentences":[{"text":"Thanks.","start":1456.7151,"end":1457.2151,"sentiment":"positive","sentiment_score":0.38923612236976624},{"text":"Thanks for that.","start":1457.675,"end":1458.8151,"sentiment":"positive","sentiment_score":0.5659017264842987}],"sentiment":"positive","sentiment_score":0.5217353254556656,"channel":1,"num_words":4,"start":1456.7151,"end":1458.8151},{"sentences":[{"text":"Yeah.","start":1459.205,"end":1459.705,"sentiment":"neutral","sentiment_score":0.2600911259651184},{"text":"You're welcome.","start":1459.845,"end":1460.585,"sentiment":"positive","sentiment_score":0.391559436917305},{"text":"Bye","start":1461.285,"end":1461.525,"sentiment":"neutral","sentiment_score":0.2023095190525055}],"sentiment":"neutral","sentiment_score":0.31137987971305847,"channel":0,"num_words":4,"start":1459.205,"end":1461.525},{"sentences":[{"text":"Okay.","start":1461.403,"end":1461.903,"sentiment":"neutral","sentiment_score":0.04634401947259903}],"sentiment":"neutral","sentiment_score":0.04634401947259903,"channel":1,"num_words":1,"start":1461.403,"end":1461.903},{"sentences":[{"text":"for now, and have a","start":1461.525,"end":1462.965,"sentiment":"neutral","sentiment_score":0.3092140555381775}],"sentiment":"neutral","sentiment_score":0.3092140555381775,"channel":0,"num_words":5,"start":1461.525,"end":1462.965},{"sentences":[{"text":"See","start":1462.9229,"end":1463.0829,"sentiment":"positive","sentiment_score":0.5533888339996338}],"sentiment":"positive","sentiment_score":0.5533888339996338,"channel":1,"num_words":1,"start":1462.9229,"end":1463.0829},{"sentences":[{"text":"great","start":1462.965,"end":1463.205,"sentiment":"positive","sentiment_score":0.8411221504211426}],"sentiment":"positive","sentiment_score":0.8411221504211426,"channel":0,"num_words":1,"start":1462.965,"end":1463.205},{"sentences":[{"text":"you.","start":1463.0829,"end":1463.5829,"sentiment":"positive","sentiment_score":0.6412570476531982}],"sentiment":"positive","sentiment_score":0.6412570476531982,"channel":1,"num_words":1,"start":1463.0829,"end":1463.5829},{"sentences":[{"text":"day.","start":1463.205,"end":1463.705,"sentiment":"positive","sentiment_score":0.3407241106033325}],"sentiment":"positive","sentiment_score":0.3407241106033325,"channel":0,"num_words":1,"start":1463.205,"end":1463.705},{"sentences":[{"text":"Bye.","start":1464.6029,"end":1465.1029,"sentiment":"neutral","sentiment_score":-0.0876099243760109}],"sentiment":"neutral","sentiment_score":-0.0876099243760109,"channel":1,"num_words":1,"start":1464.6029,"end":1465.1029}]},"summary":{"result":"success","short":"A customer is having trouble activating their Samsung Galaxy A 15 and checking if the SIM card is working. They also try to unlock their phone but still show as \"off\" and show a busy signal. The representative suggests checking the SIM card and checking their internet connection, and advises the customer to call back if they need further assistance. The customer is instructed to contact the original phone provider and request a new SIM card to unlock their phone."},"intents":{"segments":[{"text":"Let me just check it on your end. Hang on. Hello, ma'am? Yeah. Yes. Thank you for waiting. Can we try to use the data of the SIM card? Let's just check if it's working. Mhmm. Yeah.","start_word":294,"end_word":330,"intents":[{"intent":"Intends to check data","confidence_score":0.0000420154}]},{"text":"Can you click the data usage and select the new SIM card the new SIM card number? Yeah.","start_word":369,"end_word":386,"intents":[{"intent":"Intends to click data usage","confidence_score":0.0038749708}]},{"text":"This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle. Okay.","start_word":409,"end_word":426,"intents":[{"intent":"Intends to open data for apps","confidence_score":0.00001882551}]},{"text":"Can you see, like, icon at the top of your phone that the mobile data is turned on? No.","start_word":471,"end_word":489,"intents":[{"intent":"Intends to see ipad icon","confidence_score":0.00007474848}]},{"text":"I can go to data and send a message, I suppose, can I? I'll send a message on this one and see what happens. Okay.","start_word":552,"end_word":576,"intents":[{"intent":"Intends to send message","confidence_score":0.25079587},{"intent":"Intends to send message","confidence_score":0.26771075}]},{"text":"I need to activate that SIM card.","start_word":637,"end_word":643,"intents":[{"intent":"Activate sim card","confidence_score":0.08061156}]},{"text":"Can we check the SIM card if it's inserted correctly? anywhere? Does it Yeah.","start_word":688,"end_word":701,"intents":[{"intent":"Check sim card","confidence_score":0.16089812}]},{"text":"Maybe the phone is not set up correctly? Yeah.","start_word":840,"end_word":848,"intents":[{"intent":"Set up phone","confidence_score":0.554138}]},{"text":"Can you try to turn off the device, your phone, right now? Yeah.","start_word":900,"end_word":912,"intents":[{"intent":"Troubleshoot phone","confidence_score":0.004002589}]},{"text":"So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider. Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked. So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked. They may ask for the phone's IMEI number for Okay. them to unlock the phone. Yeah.","start_word":1191,"end_word":1268,"intents":[{"intent":"Unlock phone","confidence_score":0.32499126},{"intent":"Request network unlocking","confidence_score":0.29727408}]},{"text":"So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked.","start_word":1231,"end_word":1252,"intents":[{"intent":"Contact phone provider","confidence_score":0.23715806}]},{"text":"They may ask for the phone's IMEI number for Okay.","start_word":1253,"end_word":1262,"intents":[{"intent":"Provide iem number","confidence_score":0.009708163}]},{"text":"Once I put the new SIM card in, it's asking for a code. Actually, I don't have the idea about that code. It's asking a code right now, like a password. No. No.","start_word":1299,"end_word":1331,"intents":[{"intent":"Obtain sim card code","confidence_score":0.00011388526}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.14339324831962583},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.37172889709472656},{"text":"This is Maureen, yeah, from Airtel tech support. Yeah. Yeah. Yeah. Am I speaking with Mel? Yeah. Speaking. I'm just going down to my other phone. Okay. Did you try to call the number? Yeah. And then yeah. The new It number? just didn't work. No. It's not No. No. I'm here. I'm gonna activate it somehow. working? Mhmm. May I know what is the error sounds? Is what's the error message that it's saying? Is it cannot be reached or anything else? No. Nothing happened. No. But is the call going through or also no? Sorry? But is the call going through? No. I just tried from one phone to the next, and nothing happened. No. Okay. Is there a stop on the inside the box of the SIM card for the registration? It was just on a card. It's got a starter kit, $2. Mobile Airtel always connected. Mobile starter kit, prepaid SIM. So I paid 20 for 25 gigabyte on the SIM card. Hello? Yes. Yeah. But you already inserted the SIM card to your device. Is that correct? Sorry. What was that? It just dropped out my phone. Is the SIM card already inserted? It is inserted in my phone. Yes. It's a Yes. Galaxy a 15 Samsung. Mhmm. Does it has a signal sign, like a signal bar at the Yeah. top of I've your got, phone? Mhmm. yeah, I've got two bars on my signal on that phone. Yes. Okay. Can you try to, like, call a number using the SIM card? I did. I tried the phone. Yes. And it's nothing.","start_word":3,"end_word":270,"sentiment":"neutral","sentiment_score":-0.05024608224630356},{"text":"Still not working.","start_word":271,"end_word":273,"sentiment":"negative","sentiment_score":-0.34565937519073486},{"text":"May I know what does it says?","start_word":274,"end_word":280,"sentiment":"neutral","sentiment_score":-0.16663555800914764},{"text":"This is not responding to to this network.","start_word":281,"end_word":288,"sentiment":"negative","sentiment_score":-0.5020856261253357},{"text":"Okay. Okay. Hang on. Let me just check it on your end. Hang on. Hello, ma'am? Yeah.","start_word":289,"end_word":305,"sentiment":"neutral","sentiment_score":0.08061091426540823},{"text":"Yes. Thank you for waiting. Can we try to use the data of the SIM card?","start_word":306,"end_word":321,"sentiment":"positive","sentiment_score":0.4552969634532929},{"text":"Let's just check if it's working. Mhmm. Yeah. Look at messages or something. Yeah. But first is, can you open the data your data on the device? I have my data on settings. On settings. Yeah. Go to settings. Where do I find data? Data usage. Yeah. Can you click the data usage and select the new SIM card the new SIM card number? Yeah.","start_word":322,"end_word":386,"sentiment":"neutral","sentiment_score":0.049514636397361755},{"text":"It it doesn't show because there's only one SIM card that I put in there, and it doesn't show the SIM card.","start_word":387,"end_word":408,"sentiment":"negative","sentiment_score":-0.3401549756526947},{"text":"This says data saver, allow networks for apps, mobile data, turn on, mobile data usage, billing cycle. Okay. So there is only one SIM card on that phone? Yeah. Yeah. It's only one SIM card. Okay. Can we try to open the mobile data? Turn it on? Mobile data. Mhmm. Access the Internet through your mobile network. Turn data on. Yes. Yeah. Can you see, like, icon at the top of your phone that the mobile data is turned on? No. There's just a on off blue light, blue switch On. Off. Yeah. Mobile data. That's all it says. Okay. But have you used that phone before using a Yeah. data Yeah. mobile data? Yeah. Yeah. Yeah. It Yeah. works And on can my mhmm. And it works how on my side. Sorry. yeah. How It can works you on tell that mhmm. I can go to data and send a message, I suppose, can I? I'll send a message on this one and see what happens. Okay. Sure. There's no Please icon then. at the top of your phone that can tell us that the mobile data is turned on now? It says please insert the SIM card to continue. Well, the Sorry? SIM card is. It says Mhmm. it says please insert the SIM card to continue.","start_word":409,"end_word":627,"sentiment":"neutral","sentiment_score":-0.04693755293137407},{"text":"So it's not it can't find that SIM card.","start_word":628,"end_word":636,"sentiment":"negative","sentiment_score":-0.35666459798812866},{"text":"I need to activate that SIM card. Okay. But the SIM card is already activated and ready to use. The SIM So card's I in there, but since I go to send a message to someone, it's insert the SIM card to continue. Why don't they be sending text text Yeah. Can we check the SIM card if it's inserted correctly? anywhere? Does it Yeah. fit I can the take it out and have a look. Mhmm. Mhmm. Does it fit the SIM card part? Sorry. What was that? Does the SIM card fit onto the phone? The SIM card's in there. Yeah. Can you ring my numb can you ring that number and see what it does? Yeah. Actually, we're I'm trying to ring it now, but it's just Alright. a mhmm. Busy tone. A busy tone. There's nothing happening Yeah. here. And that's at 37254688026 number? Yeah. That's correct. Hello, ma'am? Yeah. Yeah. Does the does the SIM card ring? Sorry? What was that? We tried to dial the number and it ring. Does Did it it? go through on your end? Nothing nothing my end. No. Okay. No. Hang on. We'll try it again. My phone says emergency calls only. Maybe the phone is not set up correctly? Yeah. How do I set that up? May I know the brand again of your phone? Samsung Samsung. Galaxy Mhmm. Samsung Galaxy a 15. A 15. K. Hang on. Let me check. Hello, Mel? Hello? Hello, Yes. ma'am? Can you hear me? Hello? Yes. Hello? Can you hear me? Yep. Yeah. Yeah. Can you try to turn off the device, your phone, right now? Yeah. Okay. When I when I Mhmm. tried the phone on my on network, and when I try and send a message, it comes up with please insert the SIM card to continue. Turn it off. And then we'll turn it back on again. Okay. Can we try to turn it off? Hang Can we try to turn off your phone? Mhmm. on a sec. Yeah. Sure. And please also make sure that the SIM card fits the SIM tray. And, Okay. yeah, it's it in it is inserted correctly. Maybe it's not in fit well. That's why the phone cannot detect it. Yes. Turn off time. Yeah. Turn off phone. Turn off phone. Turn off phone. Hello? Yeah. Is is it turn off now? It's not working all now. Turn phone off. Turn turn off. Turn off phone. Just turn it off. Phone off. Phone off. It's off now. No. It won't go off. Okay. I don't know why it won't go off. Let's check my Internet connection. I got no Internet now. Why have I got Internet? Oh, Okay. The phone's going off anyway. So I'll have a look at that SIM card. I'll check the SIM card. The SIM card's okay, sitting in there okay. I'll put the SIM card back in. And turn the phone back on. Internet. Alright. Unlocked code. One attempt. You there? Yeah. Still here. Yeah. It come up with invalid SIM card, network locked, SIM card inserted. Sorry. Can I get again the error message, it's saying? It's saying invalid SIM card. Network locked. SIM card inserted. Okay. Hang on. Let me just check what that means. Hello, Mel? Yeah. Yes.","start_word":637,"end_word":1190,"sentiment":"neutral","sentiment_score":-0.06527866062032402},{"text":"So upon checking, the message invalid SIM card or network locked means the phone may be locked to another mobile provider. Because of this, the Airtel Travel SIM card will not work on that device unless the phone is unlocked.","start_word":1191,"end_word":1230,"sentiment":"negative","sentiment_score":-0.3994942307472229},{"text":"So I I suggest to please contact the original phone provider, the carrier, and request for the device to be network unlocked. They may ask for the phone's IMEI number for Okay. them to unlock the phone. Yeah. I did that, and it came up with a a code I have to punch in. Where do I put that in? Do you know where I put that in? Once I put the new SIM card in, it's asking for a code. Actually, I don't have the idea about that code. It's asking a code right now, like a password. No. No. It's not asking me now, but I did get that IEM number. And then for this phone, it gave me a code to put in once I put the SIM card in. But your SIM card is not asking for that code. Okay. Because I think it's still locked. Like what I said, it's still locked with the previous provider, your Okay. carrier. That's why it's not asking a password right now because it's only accepting the carrier, the original carrier. Okay. Yeah. Yeah. Maybe. Maybe. Yeah. Mhmm. Alright. I'll give that a go, and then I might have to come back to you a little later. Right? So yeah. Please do contact the phone provider, the carrier, your previous, Okay. yeah, network for them to unlock the phone and for the phone to accept the new SIM card. Alright then. Yes. Yeah. Then Okay. just give us a callback then if you Okay. need assistance.","start_word":1231,"end_word":1487,"sentiment":"neutral","sentiment_score":-0.11194802820682526},{"text":"Thanks. Thanks for that.","start_word":1488,"end_word":1491,"sentiment":"positive","sentiment_score":0.4930216670036316},{"text":"Yeah.","start_word":1492,"end_word":1492,"sentiment":"neutral","sentiment_score":0.2600911259651184},{"text":"You're welcome.","start_word":1493,"end_word":1494,"sentiment":"positive","sentiment_score":0.3854492902755738},{"text":"Bye Okay.","start_word":1495,"end_word":1496,"sentiment":"neutral","sentiment_score":0.2011639773845673},{"text":"for now, and have a See great you. day.","start_word":1497,"end_word":1505,"sentiment":"positive","sentiment_score":0.415359228849411},{"text":"Bye.","start_word":1506,"end_word":1506,"sentiment":"neutral","sentiment_score":0.27837204933166504}],"average":{"sentiment":"neutral","sentiment_score":-0.06440050482528771}}}}