conversation_id
stringlengths 32
32
| speaker
stringclasses 2
values | date_time
stringlengths 25
32
| text
stringlengths 1
13.4k
⌀ |
|---|---|---|---|
1a759e0f80c842209d38f683e2e57f27 | agent | 2023-11-25T16:17:10.538462+00:00 | I understand. In this case, it's possible that there might be a hardware issue with your phone. I'm going to transfer you to our technical support team, who will be better equipped to diagn you diagnose and fix the problem. They'll be able to run some tests and figure out what's going on. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:17:35+00:00 | Okay, that makes good. Thank you, Vina. |
1a759e0f80c842209d38f683e2e57f27 | agent | 2023-11-25T16:17:38.230769+00:00 | You're welcome, Sean. I apologize again for the inconvenience, and I hopell make sure to get you connected with the right person who can help you. Just one more thing before I transfer you - can you please confirm your account and phone number so I can let them technical support team know who they'll be speaking with? |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:05+00:00 | Sure, my name is Sean, and my phone number is 555-555-5555. |
1a759e0f80c842209d38f683e2e57f27 | agent | 2023-11-25T16:18:10.076923+00:00 | Great, Sean. I'll go ahead and transfer you now. Thank you for your patience, and I hope the technical support team can help you resolve your issue. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:22.538461+00:00 | Thanks, Vina. Bye for now. |
1a759e0f80c842209d38f683e2e57f27 | agent | 2023-11-25T16:18:24.846153+00:00 | Bye, Sean. Have a great day. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:27.615384+00:00 | Hi John, yeah, I was just talking to Vina and she said you guys would be able to help me. My phone's been crashing and freezing up a lot lately. and I'm not sure what's causing it. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:44.692307+00:00 | Um, let me check... Okay, it says Android 12. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:48.846153+00:00 | Hmm, that's a good question. I do use Instagram and Facebook a lot, but I'm not sure if that's related. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:58.076922+00:00 | Sure, no problem. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:18:59.461537+00:00 | Yeah, that sounds good. I've appreciate your help with that. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:19:04.076922+00:00 | Wow, that was really easy. Thanks, John! |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:19:07.307691+00:00 | Sure thing. (pauses) Okay, I've opened both up and they seem to be working fine. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:19:14.230768+00:00 | Nope, that's all. Thanks again, John. |
1a759e0f80c842209d38f683e2e57f27 | client | 2023-11-25T16:19:16.999999+00:00 | Will do. thanks. Bye! |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:42:55+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Marcel, and I'll be assisting you today. Can you please verify your identity by providing me with your account PIN or the last four digits of the credit card associated with your account? |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:43:16.230769+00:00 | (impighs) Fine. My account PIN is 1234. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:43:19.461538+00:00 | Thank you, Mercedes. How can I assist you today? |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:43:23.615384+00:00 | (impatiently) I'm having a problem with my phone's software. It's constantly freeing and freezing. I've tried restarting it several updating the software, but nothing seems to work. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:43:36.076922+00:00 | Sorry to hear that, Mercedes. Let's try a few troubleshooting steps to see if we can resolve the issue. Have you tried force closing any apps that may be running in the background? |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:43:51.307691+00:00 | (sighs) Yes, I've tried that already. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:43:54.076922+00:00 | Alright, let's try a different approach. Have you please check if your phone's storage is almost full? Sometimes, low storage space can cause software issues. |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:44:05.615384+00:00 | (pauses) Okay, let me check. Yeahpauses again) Yeah, my storage is almost full. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:44:11.615384+00:00 | Great, that might be the culprit. I recommend deleting some unnecessary apps or files to free up some space. You can also consider upgrading your phone's storage capacity or switching to a new device with more storage. |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:44:28.692307+00:00 | (sustrated) That's unacceptable. I just got this phone a few months ago, and now I have to upgrade already? |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:44:37.461538+00:00 | I understand your frustration, Mercedes. However, technology advances quickly, and sometimes these issues arise. But let mes not worry about that right now. Let's focus on resolving the issue at hand. After you've freed up some storage space, try restarting your phone and see if the problem persists. |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:44:59.615384+00:00 | (sighs) Fine. I'll do that. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:45:01.923076+00:00 | Great. If the issue still persists after that, we can look into other solutions. Is there anything else you'd like to address or ask about your account or phone? |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:45:15.307691+00:00 | No, that's all. Just fix the problem. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:45:18.538460+00:00 | Of course, Mercedes. I apologize for the inconvenience, and I appreciate your patience. I'll make sure to document your account with the steps we've taken so far. If you encounter any further issues, feel free to reach out to us anytime. Have a great day! |
27e898317d6a43e89f2c7c02cb78cd2f | client | 2023-11-20T09:45:39.307691+00:00 | (sighs) Thanks, I guess. Bye. |
27e898317d6a43e89f2c7c02cb78cd2f | agent | 2023-11-20T09:45:41.615383+00:00 | Thank you, Mercedes. Have a great day. Goodto himself) Note: Document the account's issue and solution in the account notes. Follow up with a callback to ensure the issue has been resolved. Provide excellent customer service and maintain a professional attitude throughout the interaction. A |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:24:57+00:00 | Hello, thank you for reaching Union Mobile's 24/7 Phone Support. My name is Geralyn, and I'll be happy to assist you today your concern. Can you please tell me what seems to be the issue with your phone? |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:25:14.538462+00:00 | Hi Geralyn, yeah, I'm having some trouble with my phone. It's been acting up lately, and I'm not sure what's going on. Sometimes it freezes, sometimes it restarts on its own, and sometimes apps just won't open. It's really frustrating. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:25:33+00:00 | Sorry to hear that, Iris. Let's see if we can troubleshoot the issue together. Can you tell me what type of phone you have and what version of software it's running? |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:25:47.307692+00:00 | It's a Galaxy S21, and I think it's running Android 11. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:25:52.384615+00:00 | Alright, great. Have you tried restarting your phone in safe mode? That can sometimes help us identify if the issue is with an app or the operating system itself. |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:26:05.769230+00:00 | Yeah, I tried that already. It didn't work. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:26:09.461538+00:00 | Okay, no problem. Let's try a few more things. Have you checked for any software updates? |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:26:16.846153+00:00 | Yes, I've checked for updates, but there aren't any available. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:26:21.461538+00:00 | Alright. In that case, it's possible that there's a hardware issue with your phone. I'd like to schedule an appointment for you to bring your phone into one of our repair. We can have a technician take a look at it and diagnose the issue. Would that work for you? |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:26:44.538461+00:00 | Fine. But can't you just tell me what's wrong with it over the phone? |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:26:50.999999+00:00 | I understand your frustration, Iris, but sometimes it's necessary to physically inspect the device to determine the cause of the issue. Our technicians are trained to diagnose and fix a wide range of problems, and they'll be able to get your phone up and running again as quickly as possible. |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:27:14.076922+00:00 | Okay, When can I bring it in? |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:27:17.307691+00:00 | How does tomorrow sound? We have appointments available at 10 am and 2 pm. Which |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:27:24.230768+00:00 | 10 am works for me. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:27:26.538460+00:00 | Great! I've scheduled the appointment for 10 am tomorrow. You can find our address and directions to the repair center on our website. Just bring your phone and a valid ID with you, and our technician will take good of the rest. Is there anything else I can assist you with today? Iris? |
0597901bf2ef4516850ea2f4138380d5 | client | 2023-10-17T15:27:50.999998+00:00 | No, that's all. Thanks, Geralyn. |
0597901bf2ef4516850ea2f4138380d5 | agent | 2023-10-17T15:27:53.307690+00:00 | You're welcome, Iris. Have you for choosing Union Mobile. We'll see you tomorrow! |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:50:54+00:00 | Thank you for calling Union Mobile's 24/7 Phone Support, my name is Kareem, and I'll be happy to assist you today your concern. Can you please tell me what's been going on with your phone? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:51:10.153846+00:00 | Yeah, I've been having some issues with my phone's software. I's been crashing a lot and I can't seem to figure it. I called before about this but the person I spoke with didn't help me. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:51:26.769231+00:00 | Sorry to hear that you're experiencing problems with your phone, Rossie. Let me see what I can do to help. Can you tell me a little bit more about the issue you're facing? Have you tried any troubleshooting steps already? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:51:45.230769+00:00 | Yeah, I've tried restarting it and taking out the battery, but nothing seems to work. It's really frustrating because I rely my phone for work. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:51:56.769231+00:00 | I understand how important it is to have a working phone, especially for work purposes. Let me see if I can help you troubleshoot the issue. Have you noticed any specific error messages or patterns occurring when the phone crashes? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:52:15.230769+00:00 | No, there aren't any error messages. It just shuts down and restarts on its own. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:52:22.153846+00:00 | Okay, that helps to narrow down the potential causes. Based on what you've told me, it's possible that there might be an issue with the phone's operating system. I would recommend trying a factory reset to see if that resolves the issue. |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:52:41.538461+00:00 | A factory reset? Will that erase all my data? |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:52:45.692307+00:00 | Yes, a factory reset will erase all of your personal data, so it will also restore your phone's software to its original settings, which may resolve the issue you're experiencing. However, before we go that route, I want to make sure that you've backed up your important data. |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:53:07.846153+00:00 | I haven't backed up my data. Is there another way to fix this? |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:53:13.846153+00:00 | Sure, let are a few other things we can try before doing a factory reset. One option is to try a software update, which may address any bugs that could be causing the crashes. Another option is to perform a cache clearing wipe, which can help help resolve software-related issues. Would you like me to walk you through those steps? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:53:41.538461+00:00 | Yeah, sure. I'll try anything at this point. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:53:45.230769+00:00 | Great! Let me guide you through the process. First, let's try the software update. To do this, go to your phone's settings menu, select "About Phone," and then "Check for Updates." If an update is available, it will download and install automatically. Once that's done, try restart replicate the issue and see if it's still occurring. |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:54:11.076923+00:00 | Okay, I did that and it looks't work. What's the step? |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:54:16.153846+00:00 | Alright, now let's try the cache clearing and wiping. Go to your phone's settings menu, select "Storage," then "Internal Storage," and finally "Android Data." Select "Clear Cache" and then "Wipe Cache." This will remove out any temporary files that might be causing issues. After that, try to replicate the issue again and see if it's still. |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:54:42+00:00 | Hmm did that and it's still not working. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:54:45.692308+00:00 | Sorry to hear that those steps didn't resolve the issue, Rossie. At this point, a factory reset may be the best option. Before we proceed, I want to make sure you you're aware that this will erase all of your personal data. Are you ready moving that? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:55:07.384616+00:00 | Yeah, I guess so. I just want my phone to work properly. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:55:12.923078+00:00 | Understood. I'll guide you through the factory reset process. First, make sure your phone is fully charged and connected to Wi-Fi. Then, go to your phone's settings menu, select "Backup & Reset," and then "Factory Data Reset." Follow the prompts to complete the process. Once it's done, you'll need to set up your phone as new or restore from a backup. |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:55:41.076924+00:00 | Alright, I think the factory reset and set up my phone as new. But now I'm having trouble activating it. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:55:50.307693+00:00 | Sorry to hear that, Rossie. Let me help you with that. Can you tell me what kind of activation issues you're experiencing? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:56:00.461539+00:00 | Yeah, it's saying that my SIM card is not supported. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:56:05.076924+00:00 | That's strange. Let me check into that for you. Can you please provide me with your SIM card number so I can look into this further? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:56:17.076924+00:00 | Sure, it's [insert SIM card number]. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:56:19.846155+00:00 | Thank you, Rossie. I've checked on your SIM card and it looks like there's not compatible with our network. I apologize for the inconvenience. We' offer you a replacement SIM card that will work with your phone and our network. Would you like me to send one to you? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:56:42.461540+00:00 | Yeah, that would be great. Thanks for your help, Kareem. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:56:47.076925+00:00 | You're welcome, Rossie. I'm glad I could assist you. I'll go ahead and send a replacement SIM card to your address on file. You should receive it within the next few days. In the meantime, you can use your phone with a different SIM card or wait until you receive the replacement. Is there anything else I can assist you with today? |
cbba7677350148299e978f69df5621cc | client | 2023-09-15T10:57:15.692310+00:00 | No, that's all. Thanks again for Kareem. |
cbba7677350148299e978f69df5621cc | agent | 2023-09-15T10:57:18.923079+00:00 | You're welcome, Rossie. Thank you for choosing Union Mobile. Have a great day! |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:16:01+00:00 | Hello, thank you for calling Union Mobile's 24/7 Phone Support. My name is Carly, and I'll be happy to assist you today. Can you please tell me a's wrong with your phone? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:16:15.769231+00:00 | (impatiently) Yeah, I'm having a problem with my phone's software. It keeps crashing and freezing up. |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:16:23.153846+00:00 | Sorry to hear that, Elvin. Let me see if I can help you troubleshoot the issue. Can you tell me what type of phone you have and what version of software it's running? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:16:38.384615+00:00 | (sighs) It's a Gal Mobile X10, and I think it's running version 10.2. |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:16:44.384615+00:00 | Alright, let's try a few things. First you tried restarting your phone in safe mode? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:16:51.307692+00:00 | (frustrated) Yes, I've tried that already. It didn't work. |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:16:55.461538+00:00 | Okay, no problem. Let me check a few more troubleshooting steps. Have you checked for any software updates? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:17:03.769230+00:00 | (irighs) Yes, I've checked for updates. There aren't any available. |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:17:08.384615+00:00 | Alright, in that case, it's possible that there's a hardware issue with your phone. I'm going to transfer you to our technical support team. They'll be able to assist you further with diagnosing and repairing any hardware issues. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:17:25.923077+00:00 | (disappointed) Fine. Can you at least give me an estimate of how long it will take to fix this? |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:17:34.692308+00:00 | Unfortunately understand your frustration, Elvin. Unfortunately, it's difficult to provide an estimated time frame for repairs without more information about the issue. The technical support team will be able to give you a better idea of the timeline once they've had a chance to assess the issue. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:17:56.384616+00:00 | (sighs) Alright, Thank you, I guess. |
7854aab825e84be5a8e8e368385b0769 | agent | 2023-11-02T15:17:59.153847+00:00 | You're welcome, Elvin. I apologize again for the inconvenience, and I appreciate your patience. I'll go ahead and transfer you to technical support now. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:10.230770+00:00 | (sighs) Yeah, like I told the other representative, my phone keeps crashing and freezing up. And now I'm on hold again. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:19.923078+00:00 | (sighs) I was just using it normally. Browsing the internet, checking email... nothing out of the ordinary. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:27.769232+00:00 | (sighs) Fine. What can you at least give me an estimate of how long this is going to take? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:36.538463+00:00 | (sighs) Alright. I'll do it. But |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:39.307694+00:00 | (disappointed) Great. How long will that take? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:42.538463+00:00 | (sighs) Alright. Can you at least give me a loaner phone in the meantime? |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:49.000001+00:00 | (sighs) Fine. Thank you, I guess. |
7854aab825e84be5a8e8e368385b0769 | client | 2023-11-02T15:18:51.769232+00:00 | No, that's all. Just fix my phone and get it back to me as soon as possible. |