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Hi, Satish. I'm still here. Can you hear me? I can't hear me?\n\nYeah. Yeah. Yeah. Yeah. My name I'm Juan, and I just wanna connect my Internet to the Wi Fi, but it's no Internet access.\n\nAnd our service is OptiComm, not MBA. Wong. Full name? Long e u. Yeah.\n\nWe're on the phone. Yeah. Yeah. Yeah. Yeah.\n\nLast name, So is it out of ring out of service now? Gotcha. Gotcha. So it's not not our problem. It is the service.\n\nOh, gotcha. It says well, it is 35 Queen Street. Gotcha. Gotcha. Yeah.\n\nYeah. Yeah. Yeah. Yeah. Okay.\n\nGotcha. So yeah. I know. I I forgot. So all the Internet in our unit, it is cracked.\n\nJust the outside, the outrage. It's not our issues. Gotcha. Gotcha. Yeah.\n\nOkay. Gotcha. Gotcha. Yes. Thank you so much.\n\nYeah. Thank you. Have a good day. Yes. Yeah.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":12.32,"end":12.82,"sentiment":"neutral","sentiment_score":-0.03617117553949356},{"text":"Hi, Satish.","start":12.88,"end":13.759999,"sentiment":"neutral","sentiment_score":0.02215043641626835},{"text":"I'm still here.","start":13.759999,"end":14.88,"sentiment":"neutral","sentiment_score":-0.012667855868736902},{"text":"Can you hear me?","start":14.88,"end":15.78,"sentiment":"neutral","sentiment_score":-0.07154917158186436},{"text":"I can't hear 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The person you're trying to reach is not available. At the tone, please record your message. When you have finished recording Hello? Hi. Sorry. Who's this? Yeah? Can I have what was your name? Yeah. Full name, please. Yeah. Yeah. Hang on a sec. I think you are Opticom. One second. That's Wang Yu. Yu Yu. Yeah? Yeah. Yu Yu Yu Yu Yu Opticom. If the Internet's not working because there's an outage out there at the moment. Yeah. There's an outage in the area, so you got no Internet at the moment. The technicians have yeah. It's an OptiComm outage, but it should it should it should come back online very soon. No. No. It's it's outside. A problem outside. Yeah. Yeah. Yeah. That's right. It's Unit 3 1365 Craig Bradden. Yeah. Yeah. No. It's all good. Hang on a sec. Let me just check something. Because we've had a really busy day today. Yeah. Okay. So unplanned service outage. This is an update for 31365 Keyon Street. Yep. The phone has been provided. Out of this OptiCom has confirmed that the network outage has been caused by a failure in the backhaul networks. Okay. So there's a a failure in the OptiCom back end. Yeah. No. There's a problem there. So we are at the. Okay. So it was active, and then it just outage here. So it's an outage. Alright. As soon as we find out what's going on, we'll give you a text and and let you know. But the Internet should be on soon, but I don't know when because it's got to do with their technicians, not ours. Okay. No problem. Thank you. You too. Bye bye. Bye. 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Bye.","paragraphs":[{"sentences":[{"text":"Been forwarded to voice mail.","start":0.24,"end":1.6999999,"sentiment":"negative","sentiment_score":-0.4172301352024078},{"text":"The person you're trying to reach is not available.","start":2.0,"end":4.34,"sentiment":"negative","sentiment_score":-0.5333047111829122},{"text":"At the tone, please record your message.","start":4.7999997,"end":6.8999996,"sentiment":"neutral","sentiment_score":-0.17510443500110082},{"text":"When you have finished recording Hello?","start":7.2799997,"end":11.7,"sentiment":"neutral","sentiment_score":-0.0994413395722707},{"text":"Hi.","start":12.775,"end":13.275,"sentiment":"neutral","sentiment_score":-0.01879056915640831}],"sentiment":"neutral","sentiment_score":-0.3116808117234281,"num_words":28,"start":0.24,"end":13.275},{"sentences":[{"text":"Sorry.","start":15.975,"end":16.295,"sentiment":"neutral","sentiment_score":-0.1850423514842987},{"text":"Who's 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provided.","start":153.085,"end":154.625,"sentiment":"neutral","sentiment_score":-0.043655137345194814},{"text":"Out of this OptiCom has confirmed that the network outage has been caused by a failure in the backhaul networks.","start":154.685,"end":161.985,"sentiment":"neutral","sentiment_score":-0.1890833843499422},{"text":"Okay.","start":162.125,"end":162.445,"sentiment":"neutral","sentiment_score":-0.12846267223358154}],"sentiment":"neutral","sentiment_score":-0.12565018329769373,"num_words":35,"start":147.12999,"end":162.445},{"sentences":[{"text":"So there's a a failure in the OptiCom back end.","start":162.445,"end":166.785,"sentiment":"neutral","sentiment_score":-0.15266669616103173},{"text":"Yeah.","start":169.58,"end":170.06,"sentiment":"neutral","sentiment_score":-0.05712883174419403},{"text":"No.","start":170.06,"end":170.3,"sentiment":"neutral","sentiment_score":-0.09056530147790907},{"text":"There's a problem there.","start":170.3,"end":171.44,"sentiment":"neutral","sentiment_score":-0.14088263548910618},{"text":"So we are at the.","start":179.755,"end":182.31215,"sentiment":"neutral","sentiment_score":-0.08233931809663772}],"sentiment":"neutral","sentiment_score":-0.12617086796533494,"num_words":21,"start":162.445,"end":182.31215},{"sentences":[{"text":"Okay.","start":182.32643,"end":182.82643,"sentiment":"neutral","sentiment_score":-0.06747851520776749},{"text":"So it was active, and then it just outage here.","start":182.84071,"end":187.115,"sentiment":"neutral","sentiment_score":-0.11235088035464287},{"text":"So it's an outage.","start":187.115,"end":188.335,"sentiment":"neutral","sentiment_score":-0.16069954633712769},{"text":"Alright.","start":192.35,"end":192.59,"sentiment":"neutral","sentiment_score":-0.06423725187778473},{"text":"As soon as we find out what's going on, we'll give you a text and and let you know.","start":192.59,"end":197.63,"sentiment":"neutral","sentiment_score":-0.015015776679655047}],"sentiment":"neutral","sentiment_score":-0.06238064322554107,"num_words":35,"start":182.32643,"end":197.63},{"sentences":[{"text":"But the Internet should be on soon, but I don't know when because it's got to do with their technicians, not ours.","start":197.63,"end":204.05,"sentiment":"neutral","sentiment_score":-0.1679485154084184},{"text":"Okay.","start":207.20094,"end":207.68094,"sentiment":"neutral","sentiment_score":0.21512633562088013},{"text":"No problem.","start":207.68094,"end":208.32094,"sentiment":"neutral","sentiment_score":0.2796888202428818},{"text":"Thank you.","start":208.32094,"end":209.14093,"sentiment":"neutral","sentiment_score":0.32719050347805023},{"text":"You too.","start":210.72093,"end":211.12094,"sentiment":"neutral","sentiment_score":0.14930692315101624}],"sentiment":"neutral","sentiment_score":-0.06784029343518717,"num_words":29,"start":197.63,"end":211.12094},{"sentences":[{"text":"Bye bye.","start":211.12094,"end":211.68094,"sentiment":"neutral","sentiment_score":0.10986742004752159},{"text":"Bye.","start":211.68094,"end":211.92094,"sentiment":"neutral","sentiment_score":0.062355127185583115},{"text":"Bye.","start":211.92094,"end":212.42094,"sentiment":"neutral","sentiment_score":-0.07840190827846527}],"sentiment":"neutral","sentiment_score":0.050922014750540257,"num_words":4,"start":211.12094,"end":212.42094}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Been forwarded to voice mail. The person you're trying to reach is not available. At the tone, please record your message. When you have finished recording Hello?\n\nChannel 0: Hi.\n\nChannel 1: Hi.\n\nChannel 0: Hi, Satish. I'm still here. Can you hear me?\n\nChannel 1: Sorry. Who's this?\n\nChannel 0: I can't hear me?\n\nChannel 1: Yeah?\n\nChannel 0: Yeah. Yeah. Yeah. Yeah. My name I'm Juan, and I just wanna connect my Internet to the Wi Fi, but it's no Internet access.\n\nAnd our service is OptiComm, not MBA.\n\nChannel 1: Can I have what was your name?\n\nChannel 0: Wong. Full name? Long\n\nChannel 1: Yeah. Full name, please.\n\nChannel 0: e u.\n\nChannel 1: Yeah. Yeah. Hang on a sec. I think you are Opticom.\n\nChannel 0: Yeah. We're on the phone.\n\nChannel 1: One second. That's Wang Yu. Yu Yu. Yeah?\n\nChannel 0: Yeah. Yeah. Yeah. Yeah. Last\n\nChannel 1: Yeah.\n\nChannel 0: name,\n\nChannel 1: Yu Yu Yu Yu Yu Opticom. If the Internet's not working because there's an outage out there at the moment.\n\nChannel 0: So is it out of ring out of service now?\n\nChannel 1: Yeah. There's an outage in the area, so you got no Internet at the moment. The technicians have yeah. It's an OptiComm outage, but it should it should it should come back online very soon.\n\nChannel 0: Gotcha. Gotcha. So it's not not our problem. It is\n\nChannel 1: No.\n\nChannel 0: the\n\nChannel 1: No.\n\nChannel 0: service.\n\nChannel 1: It's it's outside. A problem outside. Yeah.\n\nChannel 0: Oh, gotcha. It says well, it is 35 Queen Street.\n\nChannel 1: Yeah. Yeah. That's right.\n\nChannel 0: Gotcha.\n\nChannel 1: It's\n\nChannel 0: Gotcha.\n\nChannel 1: Unit 3\n\nChannel 0: Yeah.\n\nChannel 1: 1365 Craig Bradden.\n\nChannel 0: Yeah. Yeah. Yeah. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Gotcha.\n\nChannel 1: No. It's all good. Hang on a sec. Let me just check something. Because\n\nChannel 0: So\n\nChannel 1: we've had a really busy day today.\n\nChannel 0: yeah. I know. I I forgot. So all the Internet in our unit, it is cracked. Just the outside, the outrage.\n\nIt's not our issues.\n\nChannel 1: Yeah.\n\nChannel 0: Gotcha. Gotcha.\n\nChannel 1: Okay. So unplanned service outage. This is an update for 31365 Keyon Street. Yep. The phone has been provided.\n\nOut of this OptiCom has confirmed that the network outage has been caused by a failure in the backhaul networks. Okay. So there's a a failure in the OptiCom back end.\n\nChannel 0: Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: No. There's a problem there. So we are at the. Okay. So it was active, and then it just outage here.\n\nSo it's an outage. Alright. As soon as we find out what's going on, we'll give you a text and and let you know. But the Internet should be on soon, but I don't know when because it's got to do with their technicians, not ours.\n\nChannel 0: Gotcha. Gotcha. Yes. Thank you so much.\n\nChannel 1: Okay. No problem. Thank you.\n\nChannel 0: Yeah. Thank you. Have a good day. Yes.\n\nChannel 1: You\n\nChannel 0: Yeah.\n\nChannel 1: too.\n\nChannel 0: Bye.\n\nChannel 1: Bye bye. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Been forwarded to voice mail.","start":0.24,"end":1.6999999,"sentiment":"negative","sentiment_score":-0.4172301352024078},{"text":"The person you're trying to reach is not available.","start":2.0,"end":4.34,"sentiment":"negative","sentiment_score":-0.5333047111829122},{"text":"At the tone, please record your message.","start":4.7999997,"end":6.8999996,"sentiment":"neutral","sentiment_score":-0.17510443500110082},{"text":"When you have finished recording Hello?","start":7.2799997,"end":11.7,"sentiment":"neutral","sentiment_score":-0.0994413395722707}],"sentiment":"neutral","sentiment_score":-0.32252859848516957,"channel":1,"num_words":27,"start":0.24,"end":11.7},{"sentences":[{"text":"Hi.","start":12.32,"end":12.82,"sentiment":"neutral","sentiment_score":-0.03617117553949356}],"sentiment":"neutral","sentiment_score":-0.03617117553949356,"channel":0,"num_words":1,"start":12.32,"end":12.82},{"sentences":[{"text":"Hi.","start":12.775,"end":13.275,"sentiment":"neutral","sentiment_score":-0.01879056915640831}],"sentiment":"neutral","sentiment_score":-0.01879056915640831,"channel":1,"num_words":1,"start":12.775,"end":13.275},{"sentences":[{"text":"Hi, Satish.","start":12.88,"end":13.759999,"sentiment":"neutral","sentiment_score":0.02215043641626835},{"text":"I'm still here.","start":13.759999,"end":14.88,"sentiment":"neutral","sentiment_score":-0.012667855868736902},{"text":"Can you hear 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me?","start":17.325,"end":18.225,"sentiment":"neutral","sentiment_score":-0.24358682334423065}],"sentiment":"neutral","sentiment_score":-0.24358682334423065,"channel":0,"num_words":4,"start":17.325,"end":18.225},{"sentences":[{"text":"Yeah?","start":18.855,"end":19.355,"sentiment":"neutral","sentiment_score":-0.0987546294927597}],"sentiment":"neutral","sentiment_score":-0.0987546294927597,"channel":1,"num_words":1,"start":18.855,"end":19.355},{"sentences":[{"text":"Yeah.","start":19.725,"end":19.965,"sentiment":"neutral","sentiment_score":-0.06598392128944397},{"text":"Yeah.","start":19.965,"end":20.045,"sentiment":"neutral","sentiment_score":-0.04501233994960785},{"text":"Yeah.","start":20.045,"end":20.445,"sentiment":"neutral","sentiment_score":-0.030767355114221573},{"text":"Yeah.","start":20.445,"end":20.605,"sentiment":"neutral","sentiment_score":-0.03166671097278595},{"text":"My name I'm Juan, and I just wanna connect my Internet to the Wi Fi, but it's no Internet 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Yu Yu Yu Yu Opticom.","start":78.534996,"end":80.155,"sentiment":"neutral","sentiment_score":-0.011686463529864946},{"text":"If the Internet's not working because there's an outage out there at the moment.","start":81.4,"end":85.1,"sentiment":"neutral","sentiment_score":-0.24862634816340037}],"sentiment":"neutral","sentiment_score":-0.17754438277333975,"channel":1,"num_words":20,"start":78.534996,"end":85.1},{"sentences":[{"text":"So is it out of ring out of service now?","start":87.159996,"end":89.82,"sentiment":"neutral","sentiment_score":-0.1896094411611557}],"sentiment":"neutral","sentiment_score":-0.1896094411611557,"channel":0,"num_words":10,"start":87.159996,"end":89.82},{"sentences":[{"text":"Yeah.","start":90.68,"end":90.92,"sentiment":"neutral","sentiment_score":-0.14805461466312408},{"text":"There's an outage in the area, so you got no Internet at the moment.","start":90.92,"end":95.340004,"sentiment":"neutral","sentiment_score":-0.28165530200515476},{"text":"The technicians have yeah.","start":95.715,"end":97.395,"sentiment":"neutral","sentiment_score":-0.1659047268331051},{"text":"It's an OptiComm outage, but it should it should it should come back online very soon.","start":97.395,"end":103.655,"sentiment":"neutral","sentiment_score":-0.12411685148254037}],"sentiment":"neutral","sentiment_score":-0.19259192496538163,"channel":1,"num_words":35,"start":90.68,"end":103.655},{"sentences":[{"text":"Gotcha.","start":104.784996,"end":105.104996,"sentiment":"neutral","sentiment_score":-0.09175644814968108},{"text":"Gotcha.","start":105.104996,"end":105.585,"sentiment":"neutral","sentiment_score":-0.07881208509206772},{"text":"So it's not not our problem.","start":105.585,"end":107.025,"sentiment":"neutral","sentiment_score":-0.16348905364672342},{"text":"It 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it's outside.","start":108.115,"end":109.174995,"sentiment":"neutral","sentiment_score":-0.26448477307955426},{"text":"A problem outside.","start":109.235,"end":110.195,"sentiment":"neutral","sentiment_score":-0.2625945210456848},{"text":"Yeah.","start":110.195,"end":110.695,"sentiment":"neutral","sentiment_score":-0.07199142128229141}],"sentiment":"neutral","sentiment_score":-0.23617561480828694,"channel":1,"num_words":7,"start":108.115,"end":110.695},{"sentences":[{"text":"Oh, gotcha.","start":110.920006,"end":111.64,"sentiment":"neutral","sentiment_score":-0.035422167740762234},{"text":"It says well, it is 35 Queen 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a problem there.","start":170.3,"end":171.44,"sentiment":"neutral","sentiment_score":-0.14088263548910618},{"text":"So we are at the.","start":179.755,"end":182.31215,"sentiment":"neutral","sentiment_score":-0.08233931809663772},{"text":"Okay.","start":182.32643,"end":182.82643,"sentiment":"neutral","sentiment_score":-0.06747851520776749},{"text":"So it was active, and then it just outage here.","start":182.84071,"end":187.115,"sentiment":"neutral","sentiment_score":-0.11235088035464287}],"sentiment":"neutral","sentiment_score":-0.10746570250817708,"channel":1,"num_words":21,"start":170.06,"end":187.115},{"sentences":[{"text":"So it's an outage.","start":187.115,"end":188.335,"sentiment":"neutral","sentiment_score":-0.16069954633712769},{"text":"Alright.","start":192.35,"end":192.59,"sentiment":"neutral","sentiment_score":-0.06423725187778473},{"text":"As soon as we find out what's going on, we'll give you a text and and let you know.","start":192.59,"end":197.63,"sentiment":"neutral","sentiment_score":-0.015015776679655047},{"text":"But the Internet should be on soon, but I don't know when because it's got to do with their technicians, not ours.","start":197.63,"end":204.05,"sentiment":"neutral","sentiment_score":-0.1679485154084184}],"sentiment":"neutral","sentiment_score":-0.10189570724184666,"channel":1,"num_words":46,"start":187.115,"end":204.05},{"sentences":[{"text":"Gotcha.","start":204.76999,"end":205.09,"sentiment":"neutral","sentiment_score":0.01607164740562439},{"text":"Gotcha.","start":205.09,"end":205.48999,"sentiment":"neutral","sentiment_score":0.0456853061914444},{"text":"Yes.","start":205.48999,"end":205.73,"sentiment":"neutral","sentiment_score":0.15370118618011477},{"text":"Thank you so 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bye.","start":211.12094,"end":211.68094,"sentiment":"neutral","sentiment_score":0.10986742004752159},{"text":"Bye.","start":211.68094,"end":211.92094,"sentiment":"neutral","sentiment_score":0.062355127185583115},{"text":"Bye.","start":211.92094,"end":212.42094,"sentiment":"neutral","sentiment_score":-0.07840190827846527}],"sentiment":"neutral","sentiment_score":0.050922014750540257,"channel":1,"num_words":4,"start":211.12094,"end":212.42094}]},"summary":{"result":"success","short":"The customer is experiencing internet outages due to a failure in the backhaul networks. The agent informs the customer that the outage is an OptiComm outage, but it should come back online soon. The agent takes down the customer's information and promises to provide a text once they have more information."},"intents":{"segments":[{"text":"My name I'm Juan, and I just wanna connect my Internet to the Wi Fi, but it's no Internet access. And our service is OptiComm, not MBA. Can I have what was your name?","start_word":50,"end_word":83,"intents":[{"intent":"Connect internet","confidence_score":0.070713155}]},{"text":"So all the Internet in our unit, it is cracked. Just the outside, the outrage. It's not our issues. Yeah.","start_word":270,"end_word":289,"intents":[{"intent":"Check internet outage status","confidence_score":0.021314155}]}]},"sentiments":{"segments":[{"text":"Been forwarded to voice mail. The person you're trying to reach is not available.","start_word":0,"end_word":13,"sentiment":"negative","sentiment_score":-0.4785532951354981},{"text":"At the tone, please record your message. When you have finished recording Hello? Hi. Hi. Hi, Satish. I'm still here. Can you hear me? Sorry. Who's this? I can't hear me? Yeah? Yeah. Yeah. Yeah. Yeah. My name I'm Juan, and I just wanna connect my Internet to the Wi Fi, but it's no Internet access. And our service is OptiComm, not MBA. Can I have what was your name? Wong. Full name? Long Yeah. Full name, please. e u. Yeah. Yeah. Hang on a sec. I think you are Opticom. Yeah. We're on the phone. One second. That's Wang Yu. Yu Yu. Yeah? Yeah. Yeah. Yeah. Yeah. Last Yeah. name, Yu Yu Yu Yu Yu Opticom. If the Internet's not working because there's an outage out there at the moment. So is it out of ring out of service now? Yeah. There's an outage in the area, so you got no Internet at the moment. The technicians have yeah. It's an OptiComm outage, but it should it should it should come back online very soon. Gotcha. Gotcha. So it's not not our problem. It is No. the No.","start_word":14,"end_word":202,"sentiment":"neutral","sentiment_score":-0.09640049189329147},{"text":"service.","start_word":203,"end_word":203,"sentiment":"negative","sentiment_score":-0.3677822947502136},{"text":"It's it's outside. A problem outside. Yeah. Oh, gotcha. It says well, it is 35 Queen Street. Yeah. Yeah. That's right. Gotcha. It's Gotcha. Unit 3 Yeah. 1365 Craig Bradden. Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Yeah. Gotcha. No. It's all good. Hang on a sec. Let me just check something. Because So we've had a really busy day today. yeah. I know. I I forgot.","start_word":204,"end_word":269,"sentiment":"neutral","sentiment_score":-0.04586802962038553},{"text":"So all the Internet in our unit, it is cracked.","start_word":270,"end_word":279,"sentiment":"negative","sentiment_score":-0.4337717890739441},{"text":"Just the outside, the outrage. It's not our issues. Yeah. Gotcha. Gotcha. Okay. So unplanned service outage. This is an update for 31365 Keyon Street. Yep. The phone has been provided. Out of this OptiCom has confirmed that the network outage has been caused by a failure in the backhaul networks. Okay. So there's a a failure in the OptiCom back end. Yeah. Yeah. Okay. No. There's a problem there. So we are at the. Okay. So it was active, and then it just outage here. So it's an outage. Alright. As soon as we find out what's going on, we'll give you a text and and let you know. But the Internet should be on soon, but I don't know when because it's got to do with their technicians, not ours. Gotcha. Gotcha. Yes.","start_word":280,"end_word":414,"sentiment":"neutral","sentiment_score":-0.11549142003059389},{"text":"Thank you so much.","start_word":415,"end_word":418,"sentiment":"positive","sentiment_score":0.44699937105178833},{"text":"Okay. No problem. Thank you. Yeah.","start_word":419,"end_word":424,"sentiment":"neutral","sentiment_score":0.2844560146331787},{"text":"Thank you. Have a good day.","start_word":425,"end_word":430,"sentiment":"positive","sentiment_score":0.44463953375816345},{"text":"Yes. You Yeah. too. Bye. Bye bye. Bye. Bye.","start_word":431,"end_word":439,"sentiment":"neutral","sentiment_score":0.12638645701938206}],"average":{"sentiment":"neutral","sentiment_score":-0.08793047467014821}}}}