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Does it just randomly went off or did you accidentally press anything with the router? Mhmm. Okay. I see. Am I speaking with Sylvain Abbo? Okay. Is it okay if I put you on hold? Let me just check your account. Okay. Hang on. Hello, Sophie? Yeah. Upon checking here on our end, yeah, the service is offline, but Super Network did not advise us if there's an outage or maintenance planned maintenance. So what we did is reboot the network on our side. Then for it to take effect on your end, is it okay if you still power cycle the router? Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection again. Mhmm. Mhmm. Yeah. Can can I also ask what is the color of the indicator lights at the router? Is it color green, red, orange? No. The okay. That's the the box that we provided you. Right? Mhmm. Okay. Yeah. Just turn it off, unplug it for twenty minutes. So I'll know the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Because, yeah, because full power cycle, this often clears out any lingering connectivity issues. So before we further check, let's try to power cycle it first. Mhmm. Yeah. Just give us a callback then if the issue persists after the turn on, turn off. Sorry. Turn off, turn on. Yeah. You're welcome. Bye. Bye for now. 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Can you hear me? Yes. Good morning. This is Maureen from Airtel tech support.\n\nHow can I assist you today? Okay. I see. May I know since when it happened? May I know since when it happened?\n\nDoes it just randomly went off or did you accidentally press anything with the router? Mhmm. Okay. I see. Am I speaking with Sylvain Abbo?\n\nOkay. Is it okay if I put you on hold? Let me just check your account. Okay. Hang on.\n\nHello, Sophie? Yeah. Upon checking here on our end, yeah, the service is offline, but Super Network did not advise us if there's an outage or maintenance planned maintenance. So what we did is reboot the network on our side. Then for it to take effect on your end, is it okay if you still power cycle the router?\n\nPlease unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection again. Mhmm. Mhmm.\n\nYeah. Can can I also ask what is the color of the indicator lights at the router? Is it color green, red, orange? No. The okay.\n\nThat's the the box that we provided you. Right? Mhmm. Okay. Yeah.\n\nJust turn it off, unplug it for twenty minutes. So I'll know the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Yeah. Because, yeah, because full power cycle, this often clears out any lingering connectivity issues.\n\nSo before we further check, let's try to power cycle it first. Mhmm. Yeah. Just give us a callback then if the issue persists after the turn on, turn off. Sorry.\n\nTurn off, turn on. Yeah. You're welcome. Bye. Bye for now.\n\nHave a great day.","paragraphs":[{"sentences":[{"text":"Hello?","start":23.375,"end":23.875,"sentiment":"neutral","sentiment_score":0.005627183709293604},{"text":"Can you hear me?","start":23.935001,"end":24.72,"sentiment":"neutral","sentiment_score":0.0006932991091161966},{"text":"Yes.","start":26.96,"end":27.46,"sentiment":"neutral","sentiment_score":0.07438541948795319},{"text":"Good morning.","start":27.599998,"end":28.24,"sentiment":"positive","sentiment_score":0.49174755811691284},{"text":"This is Maureen from Airtel tech support.","start":28.24,"end":30.5,"sentiment":"positive","sentiment_score":0.3730381727218628}],"sentiment":"neutral","sentiment_score":0.24516987499470513,"num_words":15,"start":23.375,"end":30.5},{"sentences":[{"text":"How can I assist you 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Can you hear me? Yes. Yep. Hello.\n\nHi, ma'am. This is Delphine. I don't know what's happening with my Internet, but it's saying no Internet. Sorry? Just this morning.\n\nI didn't press anything. I just tried to use my Internet on the laptop on my phone. It's just saying no Internet. Yeah. Okay.\n\nMhmm. Yeah. Oh, okay. That's why it's saying no Internet connection. Oh, okay.\n\nNot on the wall. Outer is red. Yes. It's red. It has a red light.\n\nYeah. Okay then. Thank you. Okay. So do you wanna stay on the line or I do it, and then if there are issues, I just call back?\n\nOkay. Alright then. Thank you, Marie. Thanks. Bye.\n\nBye. Okay. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":24.085,"end":24.404999,"sentiment":"neutral","sentiment_score":0.0033571769017726183},{"text":"Can you hear me?","start":24.404999,"end":25.545,"sentiment":"neutral","sentiment_score":-0.0029975632205605507},{"text":"Yes.","start":25.845001,"end":26.345001,"sentiment":"neutral","sentiment_score":0.04580977186560631},{"text":"Yep.","start":27.539999,"end":28.039999,"sentiment":"neutral","sentiment_score":0.18220816552639008},{"text":"Hello.","start":31.3,"end":31.779999,"sentiment":"neutral","sentiment_score":0.25818079710006714}],"sentiment":"neutral","sentiment_score":0.05969570731394924,"num_words":8,"start":24.085,"end":31.779999},{"sentences":[{"text":"Hi, ma'am.","start":31.779999,"end":32.6,"sentiment":"neutral","sentiment_score":0.15317554585635662},{"text":"This is Delphine.","start":33.14,"end":34.28,"sentiment":"neutral","sentiment_score":-0.0008945055305957794},{"text":"I don't know what's happening with my Internet, but it's saying no Internet.","start":34.739998,"end":38.92,"sentiment":"negative","sentiment_score":-0.3415889052244333},{"text":"Sorry?","start":44.984997,"end":45.484997,"sentiment":"neutral","sentiment_score":-0.11698037385940552},{"text":"Just this morning.","start":49.625,"end":50.925,"sentiment":"neutral","sentiment_score":-0.09984030077854793}],"sentiment":"neutral","sentiment_score":-0.20697679404507985,"num_words":22,"start":31.779999,"end":50.925},{"sentences":[{"text":"I didn't press anything.","start":58.16,"end":59.78,"sentiment":"negative","sentiment_score":-0.40180114656686783},{"text":"I just tried to use my Internet on the laptop on my phone.","start":60.08,"end":64.16,"sentiment":"negative","sentiment_score":-0.3806483997748448},{"text":"It's just saying no 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light.","start":174.65001,"end":176.03001,"sentiment":"neutral","sentiment_score":-0.0009766902774572376}],"sentiment":"neutral","sentiment_score":-0.009101293608546257,"num_words":15,"start":159.845,"end":176.03001},{"sentences":[{"text":"Yeah.","start":183.515,"end":184.015,"sentiment":"neutral","sentiment_score":0.022916670888662335},{"text":"Okay then.","start":197.65999,"end":198.54,"sentiment":"neutral","sentiment_score":0.10018781200051308},{"text":"Thank you.","start":198.54,"end":199.36,"sentiment":"neutral","sentiment_score":0.26417209208011627},{"text":"Okay.","start":218.525,"end":219.025,"sentiment":"neutral","sentiment_score":0.035512521862983704},{"text":"So do you wanna stay on the line or I do it, and then if there are issues, I just call back?","start":219.96,"end":225.18001,"sentiment":"neutral","sentiment_score":0.015863294459202072}],"sentiment":"neutral","sentiment_score":0.04057648139340537,"num_words":28,"start":183.515,"end":225.18001},{"sentences":[{"text":"Okay.","start":229.16,"end":229.66,"sentiment":"neutral","sentiment_score":-0.04135508090257645},{"text":"Alright then.","start":234.655,"end":235.375,"sentiment":"neutral","sentiment_score":0.09241759404540062},{"text":"Thank you, Marie.","start":235.375,"end":236.41501,"sentiment":"positive","sentiment_score":0.3609703679879506},{"text":"Thanks.","start":236.41501,"end":236.91501,"sentiment":"positive","sentiment_score":0.3465433120727539},{"text":"Bye.","start":239.455,"end":239.775,"sentiment":"neutral","sentiment_score":0.27808624505996704}],"sentiment":"neutral","sentiment_score":0.2313775960355997,"num_words":8,"start":229.16,"end":239.775},{"sentences":[{"text":"Bye.","start":239.775,"end":240.275,"sentiment":"neutral","sentiment_score":0.3186253309249878},{"text":"Okay.","start":241.695,"end":242.175,"sentiment":"neutral","sentiment_score":0.1242884248495102},{"text":"You 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Can\n\nChannel 1: Hello?\n\nChannel 0: you hear\n\nChannel 1: Can\n\nChannel 0: me?\n\nChannel 1: you hear me? Yes.\n\nChannel 0: Yes.\n\nChannel 1: Yep.\n\nChannel 0: Good morning. This is Maureen from Airtel tech support. How\n\nChannel 1: Hello.\n\nChannel 0: can I assist\n\nChannel 1: Hi,\n\nChannel 0: you today?\n\nChannel 1: ma'am. This is Delphine. I don't know what's happening with my Internet, but it's saying no Internet.\n\nChannel 0: Okay. I see. May I know since when it happened?\n\nChannel 1: Sorry?\n\nChannel 0: May I know since when it happened?\n\nChannel 1: Just this morning.\n\nChannel 0: Does it just randomly went off or did you accidentally press anything with the router?\n\nChannel 1: I didn't press anything. I just tried to use my Internet on the laptop on my phone. It's just saying no Internet.\n\nChannel 0: Mhmm. Okay. I see. Am I speaking with Sylvain Abbo? Okay.\n\nIs it okay if I put you on hold? Let me just check your account.\n\nChannel 1: Yeah. Okay.\n\nChannel 0: Okay. Hang on. Hello, Sophie?\n\nChannel 1: Mhmm. Yeah.\n\nChannel 0: Yeah. Upon checking here on our end, yeah, the service is offline, but Super Network did not advise us if there's an outage or maintenance planned maintenance. So what we did is reboot the network on our side. Then for it to take effect on your end, is it okay if you still power cycle the router? Please unplug the router.\n\nKeep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection again.\n\nChannel 1: Oh, okay. That's why it's saying no Internet connection.\n\nChannel 0: Mhmm. Mhmm. Yeah.\n\nChannel 1: Oh, okay.\n\nChannel 0: Can can I also ask what is the color of the indicator lights at the router? Is it color green,\n\nChannel 1: Not\n\nChannel 0: red,\n\nChannel 1: on the wall.\n\nChannel 0: orange? No. The\n\nChannel 1: Outer is red.\n\nChannel 0: okay. That's the the box that we provided you. Right?\n\nChannel 1: Yes. It's red.\n\nChannel 0: Mhmm.\n\nChannel 1: It has a red light.\n\nChannel 0: Okay. Yeah. Just turn it off, unplug it for twenty minutes. So\n\nChannel 1: Yeah.\n\nChannel 0: I'll know the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: Okay then. Thank\n\nChannel 0: Yeah.\n\nChannel 1: you.\n\nChannel 0: Because, yeah, because full power cycle, this often clears out any lingering connectivity issues. So before we further check, let's try to power cycle it first.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: So do you wanna stay on the line or I do it, and then if there are issues, I just call back?\n\nChannel 0: Yeah. Just give us a callback then if the\n\nChannel 1: Okay.\n\nChannel 0: issue persists after the turn on, turn off. Sorry. Turn off, turn on.\n\nChannel 1: Alright then. Thank you, Marie. Thanks.\n\nChannel 0: Yeah. You're welcome. Bye.\n\nChannel 1: Bye.\n\nChannel 0: Bye for\n\nChannel 1: Bye.\n\nChannel 0: now. Have a great day.\n\nChannel 1: Okay. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":23.375,"end":23.875,"sentiment":"neutral","sentiment_score":0.005627183709293604},{"text":"Can","start":23.935001,"end":24.095001,"sentiment":"neutral","sentiment_score":0.005041414871811867}],"sentiment":"neutral","sentiment_score":0.005334299290552735,"channel":0,"num_words":2,"start":23.375,"end":24.095001},{"sentences":[{"text":"Hello?","start":24.085,"end":24.404999,"sentiment":"neutral","sentiment_score":0.0033571769017726183}],"sentiment":"neutral","sentiment_score":0.0033571769017726183,"channel":1,"num_words":1,"start":24.085,"end":24.404999},{"sentences":[{"text":"you 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Sophie?","start":107.085,"end":107.985,"sentiment":"neutral","sentiment_score":0.019008913543075323}],"sentiment":"neutral","sentiment_score":0.013678987137973308,"channel":0,"num_words":5,"start":81.655,"end":107.985},{"sentences":[{"text":"Mhmm.","start":108.99,"end":109.47,"sentiment":"neutral","sentiment_score":-0.01266498677432537},{"text":"Yeah.","start":109.47,"end":109.97,"sentiment":"neutral","sentiment_score":-0.012230832129716871}],"sentiment":"neutral","sentiment_score":-0.012447909452021122,"channel":1,"num_words":2,"start":108.99,"end":109.97},{"sentences":[{"text":"Yeah.","start":110.205,"end":110.605,"sentiment":"neutral","sentiment_score":-0.03520318865776062},{"text":"Upon checking here on our end, yeah, the service is offline, but Super Network did not advise us if there's an outage or maintenance planned maintenance.","start":110.605,"end":123.53,"sentiment":"neutral","sentiment_score":-0.19827080661287674},{"text":"So what we did is reboot the network on our 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The representative, named Maureen, asks if there is any outage or maintenance planned and guides Sophie through a series of steps to fix the issue. The issue is not resolved, and the call ends with the representative telling Sophie to call back if the issue persists."},"intents":{"segments":[{"text":"I don't know what's happening with my Internet, but it's saying no Internet. Okay.","start_word":34,"end_word":47,"intents":[{"intent":"Troubleshoot internet issue","confidence_score":0.091454394}]},{"text":"Can can I also ask what is the color of the indicator lights at the router?","start_word":233,"end_word":248,"intents":[{"intent":"Ask color of indicator lights","confidence_score":0.09446209}]},{"text":"Just turn it off, unplug it for twenty minutes. So Yeah.","start_word":285,"end_word":295,"intents":[{"intent":"Instruct to turn off router","confidence_score":0.032250922},{"intent":"Instruct to turn off router","confidence_score":0.14352874},{"intent":"Offer to switch on router","confidence_score":0.0002426186}]},{"text":"I'll know the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay then. Thank Yeah.","start_word":296,"end_word":339,"intents":[{"intent":"Discuss status of network issue","confidence_score":0.0000014590137}]},{"text":"Because, yeah, because full power cycle, this often clears out any lingering connectivity issues. So before we further check, let's try to power cycle it first. Okay.","start_word":341,"end_word":367,"intents":[{"intent":"Confirm status of network connectivity","confidence_score":0.000014618776}]},{"text":"Because, yeah, because full power cycle, this often clears out any lingering connectivity issues. So before we further check, let's try to power cycle it first. Okay. Mhmm.","start_word":341,"end_word":368,"intents":[{"intent":"Offer assistance with power cycle","confidence_score":0.024132716}]},{"text":"Have a great day.","start_word":429,"end_word":432,"intents":[{"intent":"Wish good day","confidence_score":0.02798098}]}]},"sentiments":{"segments":[{"text":"Hello? Can Hello? you hear Can me? you hear me? Yes. Yes. Yep.","start_word":0,"end_word":12,"sentiment":"neutral","sentiment_score":0.03826373070478439},{"text":"Good morning. This is Maureen from Airtel tech support.","start_word":13,"end_word":21,"sentiment":"positive","sentiment_score":0.3991861641407013},{"text":"How Hello. can I assist Hi, you today? ma'am. This is Delphine.","start_word":22,"end_word":33,"sentiment":"neutral","sentiment_score":0.1274845451116562},{"text":"I don't know what's happening with my Internet, but it's saying no Internet.","start_word":34,"end_word":46,"sentiment":"negative","sentiment_score":-0.3387097120285034},{"text":"Okay. I see. May I know since when it happened? Sorry? May I know since when it happened? Just this morning. Does it just randomly went off or did you accidentally press anything with the router?","start_word":47,"end_word":82,"sentiment":"neutral","sentiment_score":-0.14614540338516235},{"text":"I didn't press anything. I just tried to use my Internet on the laptop on my phone. It's just saying no Internet.","start_word":83,"end_word":104,"sentiment":"negative","sentiment_score":-0.4049334824085235},{"text":"Mhmm. Okay. I see. Am I speaking with Sylvain Abbo? Okay. Is it okay if I put you on hold? Let me just check your account. Yeah. Okay. Okay. Hang on. Hello, Sophie? Mhmm. Yeah. Yeah. Upon checking here on our end, yeah, the service is offline, but Super Network did not advise us if there's an outage or maintenance planned maintenance. So what we did is reboot the network on our side. Then for it to take effect on your end, is it okay if you still power cycle the router? Please unplug the router. Keep it unplugged for twenty minutes. After that, plug it back in and check your Internet connection again. Oh, okay. That's why it's saying no Internet connection. Mhmm. Mhmm. Yeah. Oh, okay. Can can I also ask what is the color of the indicator lights at the router? Is it color green, Not red, on the wall. orange? No. The Outer is red. okay. That's the the box that we provided you. Right? Yes. It's red. Mhmm. It has a red light. Okay. Yeah. Just turn it off, unplug it for twenty minutes. So Yeah. I'll know the step in your account. And if the issue is still there after the twenty minute wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay then. Thank Yeah. you. Because, yeah, because full power cycle, this often clears out any lingering connectivity issues. So before we further check, let's try to power cycle it first. Okay. Mhmm. So do you wanna stay on the line or I do it, and then if there are issues, I just call back? Yeah. Just give us a callback then if the Okay. issue persists after the turn on, turn off. Sorry. Turn off, turn on. Alright then.","start_word":105,"end_word":415,"sentiment":"neutral","sentiment_score":-0.036853131787234567},{"text":"Thank you, Marie. Thanks.","start_word":416,"end_word":419,"sentiment":"positive","sentiment_score":0.3580375611782074},{"text":"Yeah.","start_word":420,"end_word":420,"sentiment":"neutral","sentiment_score":0.2471553236246109},{"text":"You're welcome.","start_word":421,"end_word":422,"sentiment":"positive","sentiment_score":0.41808438301086426},{"text":"Bye. Bye. Bye for Bye.","start_word":423,"end_word":427,"sentiment":"neutral","sentiment_score":0.29821866750717163},{"text":"now. Have a great day.","start_word":428,"end_word":432,"sentiment":"positive","sentiment_score":0.540778636932373},{"text":"Okay. You too. Bye.","start_word":433,"end_word":436,"sentiment":"neutral","sentiment_score":0.19595568999648097}],"average":{"sentiment":"neutral","sentiment_score":-0.02794978852220123}}}}