{"metadata":{"transaction_key":"deprecated","request_id":"b4930834-5622-4a0d-ac05-c77708f5d1f1","sha256":"945b2ea4d885618c3081c759840bf9d366d50e6a0b3d9da98ad85058307ce6a4","created":"2026-03-24T04:22:22.984Z","duration":1234.944,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":4751,"output_tokens":126},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5209,"output_tokens":5220},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5209,"output_tokens":384}},"results":{"channels":[{"alternatives":[{"transcript":"Dana Taylor, OQ Financial. Hi, Simone. It's Dana from Oakview Financial. How are you today? I'm very well. Thank you. Thanks for asking. Thank you so much for accepting our call today. We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far. Before I jump into the call, I just need to confirm that we do record our calls for quality and training purposes. Are you happy for me to proceed with that moving forward? Lovely. And we do do security there as well. We are discussing your personal information. So I just need to confirm your full name, date of birth, and address I should have on file for you. Yeah. Beautiful. Thank you so much for that. Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet. We decided to give a pre assessment. The main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025. When it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board. So we didn't submit the application to the insurer. We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that. So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment. It doesn't mean that we don't have anywhere to go. What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with. One is that we can just look at not having any insurance cover for the moment. We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time. So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly. And then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider. Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process. Do you sort of have an idea of which way you would like to go with that at the moment? Yeah. Okay. Yeah. Yeah. Absolutely. Look. In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates. So, depending on, you know, the drug use, all the bits and pieces that could come out at the end. And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim. So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there. It means there's no decline that has to be disclosed in the future, which is to your benefit as well. So what so I know it sounds horrible. I'm so sorry. But we are only ten months away from that, but I honestly think you did the right thing by disclosing that. And in our industry, we see that a lot. So we don't judge in any way, shape, or form. We just look at how we can kinda move forward to help you along. Okay? Oh, good. So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them. That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD. It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now. It means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark. In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open. So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this completely set up. So so what we can do now is I've actually got the quote. Do you have access to your emails at the moment? Yep. That's it. You're right. I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me. It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well. So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover. I'll just wait for you to open that before we go any further just so you'll see what I'm looking at. No. That's okay. You're fine. Has that email popped through to you there? No. That's okay. Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign. Perfect. Perfect. So with the quote there, you do need to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this. But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen. This is the most that they're willing to offer under this sort of group rate group cover. But the cost there is about $26.18 on a monthly basis there. So multiplying that by twelve months means you'd pay about $314.16 for the year for the cover. These are deducted on a monthly basis as well. So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover. We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there. Does that make sense? Yeah. Yeah. Beautiful. So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed. We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm. It's essentially meaning that you're accepting the advice now prior to us providing you with the advice document. So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four. It is a lower amount. However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark. The advantage is that it is giving you a bit of extra cover now, which is important. It's definitely important to yourself to have that life and TBD component. It is also cheaper and group cover, so you're not having to go through the whole underwriting process there. The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover. So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about yourself. Whereas with this sort of group cover, they don't underwrite the beginning of the process. They essentially look at wait till you go to claim. And then at claim time, they sort of book your medical certificates and really go through the underwriting process then. I don't see any problem with that in any way, shape, or form, but there are risks that depending on the claim that you are making and your previous medical history with group cover, there is a risk that you may not be able to claim for the certain instance. But the kind of with insurances, the biggest risk is that you have all these insurances, you pay the premiums, and that you never actually claim on it ever at all as well. Does that all make sense so far? Do you have any questions? Yeah? Yeah. Yep. Yep. Yeah. Yeah. Okay. Yeah. Really? Yeah. Right. Yeah. We can't. Just with the lending aspect, it's kind of outside of the financial advice for us. It's but we do have because you said you've spoken to a broker. We do have some other brokers that we can certainly refer you through to. When it comes to the lending aspect, we can provide financial advice around so there's a the cash on budgeting side of things, helping debt reduction, things like that. But when it comes to actually borrowing, we do have to refer you through to a mortgage broker for those services because we don't have a credit license, essentially. Did you you said you have spoken to a broker, or was it just your bank that you've spoken to? Yeah. Yeah. That that's really interesting because realist I mean, if if the banks have essentially blacklisted, did they explain why they've blacklisted that? What was the the risk component? Or right. Right. Yep. So so the equity would all come down to what the business is making at the time. Yep. Okay. Yeah. Yeah. Right. Right. Yeah. Absolutely. Absolutely. Yeah. No. Definitely. Unfortunately, that does fall just a little bit outside of our scope, and I do apologize about that. But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity? Or A private lender? Okay. Perfect. Yeah. That's okay. If you like, I can do a little bit of additional research for you and maybe, you know, send through a bit of information if I can find anything on on that sort of scenario for you just as a bit of general information. I'm happy just to do a bit of research on that because that's quite interesting. And, I mean, I've obviously not really heard of that happening before. I've never seen that happen to anyone before. So no. That's not a problem at all. I'll definitely have a look at that for you. I do have a few additional calls this afternoon. It might be sort of after hours, but I definitely like to have a bit of a look. And I can email some information through for you. Perfect. No. Yeah. Mhmm. Yes. Yeah. That's okay. Not a problem at all. So are you, yeah, absolutely. Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that we will review down the track. We'll do a catch up and review the level of cover and the lender available to you at that ten month mark. Is that something you're comfortable with me doing? Yep. Perfect. Not a problem at all. I do just have, a couple of eligibility questions. Just four, five questions I have to ask as well just for the application side of things. Once I've got these questions done after the call, I'll email through the application the same way through OdooSign there. If you can just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back. But signing the quote and the application day, essentially, is you allowing us to put this into force, and we're just doing this. It's called critical advice. So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first. As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame. Does that sound okay? Do you have questions in relation to that? Perfect. Beautiful. Thank you so much. The four the five questions I have here, the first one is, are you, sorry, are you due to illness or injury, currently absent from work or restricted or unable to perform your full normal duties? No. Beautiful. I also just have to. Sorry. I also have to read to you. Sorry. One second. I also have to find my duty of I know Jack read it to you the other day, but I just wanna make sure that we're doing things correct. So because this is the application form, I'm just gonna quickly read you the duty of reasonable care and the privacy policy, and then I'll run through those four or five questions for you. Okay? Perfect. So the duty of reasonable care, it says when applying for insurance, it is important that you answer the following questions to the best of your knowledge. As the applicant, you have a legal duty to take reasonable care, not to make a misrepresentation to the insurer before the contract of insurance is entered into. If this duty is not met, it can have a serious impact on your insurance such as your policy being voided or the terms of your cover may be changed, declined, or the benefit reduced. More information about the duty to take reasonable care can be found in the product disclosure statement, and I will provide that to you with the documents in the email today. Do you understand the your duty of reasonable care? Beautiful. With the privacy policy, it states, can I please confirm your consent to collect and use your personal information in accordance with the insurer's privacy policy, and that I will be submitting this application for you on your behalf today? Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement? Beautiful. Thank you so much for that. The first question again, sorry, is are you due to illness or injury currently absent from work, restricted, or unable to perform your full and normal duties of your usual occupation on a full time basis? So they're basically asking, are you unable to work for at least thirty hours per week? No. Perfect. Option number two sorry. Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover? No. Perfect. The next one here is have you been diagnosed with or do you suffer from an illness or injury that may cause permanent inability to work? No. Perfect. And the next one is, have you ever had an application for death, TBD, trauma, or income protection declined? No. Lovely. And have you ever had an application for death, TBD, trauma, income protection cover accepted, offered or offered with loadings, limited terms, or exclusions. No. Perfect. Thank you for that. Sorry. These questions can be really long. That's you've answered no to all of those. It does show eligibility there. What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information. We'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you. I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days. If you have any questions in the meantime, you're more than welcome to let me know. Is there any questions you might have at the moment? Beautiful. That's okay. Thank you so much for your time today. I appreciate it. I know it was kinda short notice. We do. That That's okay. We thought, look, we've got this option here. We better so jump in really quickly and see if we can get that and give you all the options. I didn't want you to miss the window for this option here. So I really appreciate you making that time for me. All I'll do is, that's okay. I'll do some additional research for you, and I'll email that through to you. If you do have any questions in the meantime, let me know, but I'll get that back into this for you. Okay? That's okay. Thank you for your time, Simone. I really appreciate it. You have a lovely afternoon. Thanks. See you later. 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Taylor, OQ Financial. Hi, Simone. It's Dana from Oakview Financial. How are you today? I'm very well.\n\nThank you. Thanks for asking. Thank you so much for accepting our call today. We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far. Before I jump into the call, I just need to confirm that we do record our calls for quality and training purposes.\n\nAre you happy for me to proceed with that moving forward? Lovely. And we do do security there as well. We are discussing your personal information. So I just need to confirm your full name, date of birth, and address I should have on file for you.\n\nYeah. Beautiful. Thank you so much for that. Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet. We decided to give a pre assessment.\n\nThe main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025. When it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board. So we didn't submit the application to the insurer. We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that. So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment.\n\nIt doesn't mean that we don't have anywhere to go. What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with. One is that we can just look at not having any insurance cover for the moment. We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time. So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly.\n\nAnd then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider. Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process. Do you sort of have an idea of which way you would like to go with that at the moment? Yeah. Okay.\n\nYeah. Yeah. Absolutely. Look. In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates.\n\nSo, depending on, you know, the drug use, all the bits and pieces that could come out at the end. And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim. So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there. It means there's no decline that has to be disclosed in the future, which is to your benefit as well. So what so I know it sounds horrible.\n\nI'm so sorry. But we are only ten months away from that, but I honestly think you did the right thing by disclosing that. And in our industry, we see that a lot. So we don't judge in any way, shape, or form. We just look at how we can kinda move forward to help you along.\n\nOkay? Oh, good. So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them. That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD. It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now.\n\nIt means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark. In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open. So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this completely set up. So so what we can do now is I've actually got the quote. Do you have access to your emails at the moment?\n\nYep. That's it. You're right. I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me. It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well.\n\nSo it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover. I'll just wait for you to open that before we go any further just so you'll see what I'm looking at. No. That's okay. You're fine.\n\nHas that email popped through to you there? No. That's okay. Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign. Perfect.\n\nPerfect. So with the quote there, you do need to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this. But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen. This is the most that they're willing to offer under this sort of group rate group cover. But the cost there is about $26.18 on a monthly basis there.\n\nSo multiplying that by twelve months means you'd pay about $314.16 for the year for the cover. These are deducted on a monthly basis as well. So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover. We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there. Does that make sense?\n\nYeah. Yeah. Beautiful. So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed. We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm.\n\nIt's essentially meaning that you're accepting the advice now prior to us providing you with the advice document. So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four. It is a lower amount. However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark. The advantage is that it is giving you a bit of extra cover now, which is important.\n\nIt's definitely important to yourself to have that life and TBD component. It is also cheaper and group cover, so you're not having to go through the whole underwriting process there. The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover. So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about yourself. Whereas with this sort of group cover, they don't underwrite the beginning of the process.\n\nThey essentially look at wait till you go to claim. And then at claim time, they sort of book your medical certificates and really go through the underwriting process then. I don't see any problem with that in any way, shape, or form, but there are risks that depending on the claim that you are making and your previous medical history with group cover, there is a risk that you may not be able to claim for the certain instance. But the kind of with insurances, the biggest risk is that you have all these insurances, you pay the premiums, and that you never actually claim on it ever at all as well. Does that all make sense so far?\n\nDo you have any questions? Yeah? Yeah. Yep. Yep.\n\nYeah. Yeah. Okay. Yeah. Really?\n\nYeah. Right. Yeah. We can't. Just with the lending aspect, it's kind of outside of the financial advice for us.\n\nIt's but we do have because you said you've spoken to a broker. We do have some other brokers that we can certainly refer you through to. When it comes to the lending aspect, we can provide financial advice around so there's a the cash on budgeting side of things, helping debt reduction, things like that. But when it comes to actually borrowing, we do have to refer you through to a mortgage broker for those services because we don't have a credit license, essentially. Did you you said you have spoken to a broker, or was it just your bank that you've spoken to?\n\nYeah. Yeah. That that's really interesting because realist I mean, if if the banks have essentially blacklisted, did they explain why they've blacklisted that? What was the the risk component? Or right.\n\nRight. Yep. So so the equity would all come down to what the business is making at the time. Yep. Okay.\n\nYeah. Yeah. Right. Right. Yeah.\n\nAbsolutely. Absolutely. Yeah. No. Definitely.\n\nUnfortunately, that does fall just a little bit outside of our scope, and I do apologize about that. But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity? Or A private lender? Okay. Perfect.\n\nYeah. That's okay. If you like, I can do a little bit of additional research for you and maybe, you know, send through a bit of information if I can find anything on on that sort of scenario for you just as a bit of general information. I'm happy just to do a bit of research on that because that's quite interesting. And, I mean, I've obviously not really heard of that happening before.\n\nI've never seen that happen to anyone before. So no. That's not a problem at all. I'll definitely have a look at that for you. I do have a few additional calls this afternoon.\n\nIt might be sort of after hours, but I definitely like to have a bit of a look. And I can email some information through for you. Perfect. No. Yeah.\n\nMhmm. Yes. Yeah. That's okay. Not a problem at all.\n\nSo are you, yeah, absolutely. Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that we will review down the track. We'll do a catch up and review the level of cover and the lender available to you at that ten month mark. Is that something you're comfortable with me doing? Yep.\n\nPerfect. Not a problem at all. I do just have, a couple of eligibility questions. Just four, five questions I have to ask as well just for the application side of things. Once I've got these questions done after the call, I'll email through the application the same way through OdooSign there.\n\nIf you can just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back. But signing the quote and the application day, essentially, is you allowing us to put this into force, and we're just doing this. It's called critical advice. So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first. As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame.\n\nDoes that sound okay? Do you have questions in relation to that? Perfect. Beautiful. Thank you so much.\n\nThe four the five questions I have here, the first one is, are you, sorry, are you due to illness or injury, currently absent from work or restricted or unable to perform your full normal duties? No. Beautiful. I also just have to. Sorry.\n\nI also have to read to you. Sorry. One second. I also have to find my duty of I know Jack read it to you the other day, but I just wanna make sure that we're doing things correct. So because this is the application form, I'm just gonna quickly read you the duty of reasonable care and the privacy policy, and then I'll run through those four or five questions for you.\n\nOkay? Perfect. So the duty of reasonable care, it says when applying for insurance, it is important that you answer the following questions to the best of your knowledge. As the applicant, you have a legal duty to take reasonable care, not to make a misrepresentation to the insurer before the contract of insurance is entered into. If this duty is not met, it can have a serious impact on your insurance such as your policy being voided or the terms of your cover may be changed, declined, or the benefit reduced.\n\nMore information about the duty to take reasonable care can be found in the product disclosure statement, and I will provide that to you with the documents in the email today. Do you understand the your duty of reasonable care? Beautiful. With the privacy policy, it states, can I please confirm your consent to collect and use your personal information in accordance with the insurer's privacy policy, and that I will be submitting this application for you on your behalf today? Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement?\n\nBeautiful. Thank you so much for that. The first question again, sorry, is are you due to illness or injury currently absent from work, restricted, or unable to perform your full and normal duties of your usual occupation on a full time basis? So they're basically asking, are you unable to work for at least thirty hours per week? No.\n\nPerfect. Option number two sorry. Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover? No. Perfect.\n\nThe next one here is have you been diagnosed with or do you suffer from an illness or injury that may cause permanent inability to work? No. Perfect. And the next one is, have you ever had an application for death, TBD, trauma, or income protection declined? No.\n\nLovely. And have you ever had an application for death, TBD, trauma, income protection cover accepted, offered or offered with loadings, limited terms, or exclusions. No. Perfect. Thank you for that.\n\nSorry. These questions can be really long. That's you've answered no to all of those. It does show eligibility there. What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information.\n\nWe'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you. I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days. If you have any questions in the meantime, you're more than welcome to let me know. Is there any questions you might have at the moment? Beautiful.\n\nThat's okay. Thank you so much for your time today. I appreciate it. I know it was kinda short notice. We do.\n\nThat That's okay. We thought, look, we've got this option here. We better so jump in really quickly and see if we can get that and give you all the options. I didn't want you to miss the window for this option here. So I really appreciate you making that time for me.\n\nAll I'll do is, that's okay. I'll do some additional research for you, and I'll email that through to you. If you do have any questions in the meantime, let me know, but I'll get that back into this for you. Okay? That's okay.\n\nThank you for your time, Simone. I really appreciate it. You have a lovely afternoon. Thanks. See you later.\n\nBye.","paragraphs":[{"sentences":[{"text":"Dana Taylor, OQ Financial.","start":7.04,"end":8.74,"sentiment":"neutral","sentiment_score":0.026522695552557707},{"text":"Hi, Simone.","start":20.415,"end":21.135,"sentiment":"neutral","sentiment_score":0.1878790333867073},{"text":"It's Dana from Oakview Financial.","start":21.135,"end":22.675,"sentiment":"neutral","sentiment_score":0.17532647848129274},{"text":"How are you today?","start":22.735,"end":23.635,"sentiment":"neutral","sentiment_score":0.23806574195623398},{"text":"I'm very well.","start":26.11,"end":26.990002,"sentiment":"positive","sentiment_score":0.5470365484555563}],"sentiment":"neutral","sentiment_score":0.21954743636565077,"num_words":18,"start":7.04,"end":26.990002},{"sentences":[{"text":"Thank you.","start":26.990002,"end":27.310001,"sentiment":"positive","sentiment_score":0.6683843433856964},{"text":"Thanks for asking.","start":27.310001,"end":28.37,"sentiment":"positive","sentiment_score":0.6175413926442465},{"text":"Thank you so much for accepting our call today.","start":28.91,"end":30.91,"sentiment":"positive","sentiment_score":0.6668648521105448},{"text":"We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far.","start":30.91,"end":36.05,"sentiment":"neutral","sentiment_score":0.3078083303712663},{"text":"Before I jump into the call, I just need to confirm that we do record our calls for quality and training purposes.","start":36.475002,"end":41.595,"sentiment":"neutral","sentiment_score":0.1350467133928429}],"sentiment":"neutral","sentiment_score":0.32677507309014336,"num_words":57,"start":26.990002,"end":41.595},{"sentences":[{"text":"Are you happy for me to proceed with that moving forward?","start":41.595,"end":44.175,"sentiment":"positive","sentiment_score":0.3936695158481598},{"text":"Lovely.","start":45.675,"end":46.075,"sentiment":"positive","sentiment_score":0.4204459190368652},{"text":"And we do do security there as well.","start":46.075,"end":47.595,"sentiment":"neutral","sentiment_score":0.17982007563114166},{"text":"We are discussing your personal information.","start":47.595,"end":49.170002,"sentiment":"neutral","sentiment_score":0.07100161040822665},{"text":"So I just need to confirm your full name, date of birth, and address I should have on file for you.","start":49.170002,"end":53.670002,"sentiment":"neutral","sentiment_score":0.08590800261923245}],"sentiment":"neutral","sentiment_score":0.17913721097593613,"num_words":47,"start":41.595,"end":53.670002},{"sentences":[{"text":"Yeah.","start":56.13,"end":56.63,"sentiment":"neutral","sentiment_score":0.01643652841448784},{"text":"Beautiful.","start":62.015,"end":62.495,"sentiment":"positive","sentiment_score":0.49083006381988525},{"text":"Thank you so much for that.","start":62.495,"end":64.115005,"sentiment":"positive","sentiment_score":0.6127165754636129},{"text":"Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet.","start":64.335,"end":75.97,"sentiment":"neutral","sentiment_score":-0.12713414754363753},{"text":"We decided to give a pre assessment.","start":75.97,"end":77.670006,"sentiment":"neutral","sentiment_score":-0.09917052090167999}],"sentiment":"neutral","sentiment_score":-0.03246073330049975,"num_words":57,"start":56.13,"end":77.670006},{"sentences":[{"text":"The main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025.","start":78.05,"end":89.825,"sentiment":"neutral","sentiment_score":-0.14211637132308064},{"text":"When it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board.","start":90.685,"end":101.97,"sentiment":"negative","sentiment_score":-0.34427965785327713},{"text":"So we didn't submit the application to the insurer.","start":101.97,"end":105.01,"sentiment":"negative","sentiment_score":-0.34204735192987656},{"text":"We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that.","start":105.01,"end":111.17,"sentiment":"neutral","sentiment_score":-0.17001541282819665},{"text":"So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment.","start":111.17,"end":119.055,"sentiment":"negative","sentiment_score":-0.4863557306856945}],"sentiment":"neutral","sentiment_score":-0.2932908306444498,"num_words":133,"start":78.05,"end":119.055},{"sentences":[{"text":"It doesn't mean that we don't have anywhere to go.","start":119.835,"end":122.335,"sentiment":"negative","sentiment_score":-0.38300656229257585},{"text":"What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with.","start":122.875,"end":129.42,"sentiment":"neutral","sentiment_score":-0.06016062547763189},{"text":"One is that we can just look at not having any insurance cover for the moment.","start":129.74,"end":133.68,"sentiment":"neutral","sentiment_score":-0.09204721124842763},{"text":"We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time.","start":134.38,"end":141.675,"sentiment":"neutral","sentiment_score":0.001176641363164653},{"text":"So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly.","start":141.755,"end":147.13501,"sentiment":"neutral","sentiment_score":0.10375198620286855}],"sentiment":"neutral","sentiment_score":-0.04750528039023428,"num_words":101,"start":119.835,"end":147.13501},{"sentences":[{"text":"And then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider.","start":147.435,"end":157.295,"sentiment":"neutral","sentiment_score":0.036775362328626215},{"text":"Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process.","start":157.89,"end":177.245,"sentiment":"neutral","sentiment_score":0.10353702096776529},{"text":"Do you sort of have an idea of which way you would like to go with that at the moment?","start":178.105,"end":182.045,"sentiment":"neutral","sentiment_score":-0.026260165311396123},{"text":"Yeah.","start":185.625,"end":186.125,"sentiment":"neutral","sentiment_score":-0.0007825680077075958},{"text":"Okay.","start":192.91,"end":193.41,"sentiment":"neutral","sentiment_score":-0.14063915610313416}],"sentiment":"neutral","sentiment_score":0.056924061627562986,"num_words":109,"start":147.435,"end":193.41},{"sentences":[{"text":"Yeah.","start":198.27,"end":198.77,"sentiment":"neutral","sentiment_score":-0.13317987322807312},{"text":"Yeah.","start":202.845,"end":203.345,"sentiment":"neutral","sentiment_score":-0.05087701976299286},{"text":"Absolutely.","start":204.285,"end":204.785,"sentiment":"neutral","sentiment_score":-0.24445706605911255},{"text":"Look.","start":209.645,"end":209.88501,"sentiment":"neutral","sentiment_score":-0.29921209812164307},{"text":"In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates.","start":209.88501,"end":225.14001,"sentiment":"neutral","sentiment_score":-0.20076379925012589}],"sentiment":"neutral","sentiment_score":-0.19952889531850815,"num_words":61,"start":198.27,"end":225.14001},{"sentences":[{"text":"So, depending on, you know, the drug use, all the bits and pieces that could come out at the end.","start":225.28001,"end":230.755,"sentiment":"neutral","sentiment_score":-0.1391667690128088},{"text":"And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim.","start":230.975,"end":245.45999,"sentiment":"negative","sentiment_score":-0.37338259985501115},{"text":"So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there.","start":245.45999,"end":256.41998,"sentiment":"neutral","sentiment_score":0.1638762472253857},{"text":"It means there's no decline that has to be disclosed in the future, which is to your benefit as well.","start":256.41998,"end":262.36502,"sentiment":"positive","sentiment_score":0.3409630283713341},{"text":"So what so I know it sounds horrible.","start":263.14502,"end":266.02502,"sentiment":"neutral","sentiment_score":-0.12585055083036423}],"sentiment":"neutral","sentiment_score":-0.06393437963724137,"num_words":125,"start":225.28001,"end":266.02502},{"sentences":[{"text":"I'm so sorry.","start":266.02502,"end":266.745,"sentiment":"neutral","sentiment_score":-0.2448755999406179},{"text":"But we are only ten months away from that, but I honestly think you did the right thing by disclosing that.","start":266.745,"end":271.625,"sentiment":"neutral","sentiment_score":0.03732934904595216},{"text":"And in our industry, we see that a lot.","start":271.625,"end":273.33002,"sentiment":"neutral","sentiment_score":-0.056631473203500114},{"text":"So we don't judge in any way, shape, or form.","start":273.33002,"end":275.65,"sentiment":"neutral","sentiment_score":-0.10527297258377075},{"text":"We just look at how we can kinda move forward to help you along.","start":275.65,"end":278.71,"sentiment":"neutral","sentiment_score":0.20300184882112912}],"sentiment":"neutral","sentiment_score":0.023314077701223523,"num_words":57,"start":266.02502,"end":278.71},{"sentences":[{"text":"Okay?","start":278.93,"end":279.43,"sentiment":"neutral","sentiment_score":0.0557827390730381},{"text":"Oh, good.","start":280.77002,"end":281.35,"sentiment":"neutral","sentiment_score":0.30373314023017883},{"text":"So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them.","start":281.97,"end":290.825,"sentiment":"neutral","sentiment_score":0.13585350385734013},{"text":"That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD.","start":291.205,"end":297.625,"sentiment":"neutral","sentiment_score":0.17003846606787512},{"text":"It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now.","start":298.085,"end":306.50998,"sentiment":"neutral","sentiment_score":0.14467866214052325}],"sentiment":"neutral","sentiment_score":0.1487652802796558,"num_words":86,"start":278.93,"end":306.50998},{"sentences":[{"text":"It means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark.","start":307.05,"end":314.83,"sentiment":"neutral","sentiment_score":0.04832151940753383},{"text":"In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open.","start":316.625,"end":326.145,"sentiment":"neutral","sentiment_score":0.07852313006597181},{"text":"So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this completely set up.","start":326.145,"end":334.18,"sentiment":"neutral","sentiment_score":0.09431707859039307},{"text":"So so what we can do now is I've actually got the quote.","start":334.18,"end":337.13998,"sentiment":"neutral","sentiment_score":0.1361297179873173},{"text":"Do you have access to your emails at the moment?","start":337.13998,"end":339.4,"sentiment":"neutral","sentiment_score":0.05563349276781082}],"sentiment":"neutral","sentiment_score":0.0781817915721224,"num_words":109,"start":307.05,"end":339.4},{"sentences":[{"text":"Yep.","start":341.13998,"end":341.63998,"sentiment":"neutral","sentiment_score":0.08474238961935043},{"text":"That's it.","start":342.18,"end":343.0,"sentiment":"neutral","sentiment_score":0.11176951974630356},{"text":"You're right.","start":343.78,"end":344.26,"sentiment":"neutral","sentiment_score":0.2673211991786957},{"text":"I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me.","start":344.26,"end":349.20502,"sentiment":"neutral","sentiment_score":0.3133316282182932},{"text":"It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well.","start":349.825,"end":361.76,"sentiment":"neutral","sentiment_score":0.2091262196049546}],"sentiment":"neutral","sentiment_score":0.24619432502696592,"num_words":62,"start":341.13998,"end":361.76},{"sentences":[{"text":"So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover.","start":361.76,"end":368.88,"sentiment":"neutral","sentiment_score":0.26843144478542463},{"text":"I'll just wait for you to open that before we go any further just so you'll see what I'm looking at.","start":368.88,"end":374.02002,"sentiment":"neutral","sentiment_score":0.08365546291073163},{"text":"No.","start":384.935,"end":385.09497,"sentiment":"neutral","sentiment_score":-0.030086997896432877},{"text":"That's okay.","start":385.09497,"end":385.895,"sentiment":"neutral","sentiment_score":0.04169244319200516},{"text":"You're fine.","start":385.895,"end":386.63498,"sentiment":"neutral","sentiment_score":0.15120495110750198}],"sentiment":"neutral","sentiment_score":0.17830653640407104,"num_words":54,"start":361.76,"end":386.63498},{"sentences":[{"text":"Has that email popped through to you there?","start":392.07,"end":394.09,"sentiment":"neutral","sentiment_score":0.0557137590367347},{"text":"No.","start":395.83,"end":396.07,"sentiment":"neutral","sentiment_score":-0.04639199376106262},{"text":"That's okay.","start":396.07,"end":396.89,"sentiment":"neutral","sentiment_score":0.02521982602775097},{"text":"Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign.","start":397.35,"end":402.73,"sentiment":"neutral","sentiment_score":0.06838400182979447},{"text":"Perfect.","start":408.245,"end":408.745,"sentiment":"positive","sentiment_score":0.6421112418174744}],"sentiment":"neutral","sentiment_score":0.07660403063125683,"num_words":33,"start":392.07,"end":408.745},{"sentences":[{"text":"Perfect.","start":413.04498,"end":413.525,"sentiment":"positive","sentiment_score":0.5798923969268799},{"text":"So with the quote there, you do need to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this.","start":413.525,"end":421.75,"sentiment":"neutral","sentiment_score":0.0955960171649585},{"text":"But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen.","start":422.13,"end":436.315,"sentiment":"neutral","sentiment_score":0.19696121944321526},{"text":"This is the most that they're willing to offer under this sort of group rate group cover.","start":436.695,"end":441.595,"sentiment":"neutral","sentiment_score":0.21264583135352416},{"text":"But the cost there is about $26.18 on a monthly basis there.","start":442.17,"end":447.29,"sentiment":"neutral","sentiment_score":0.09443065337836742}],"sentiment":"neutral","sentiment_score":0.15828881143326207,"num_words":112,"start":413.04498,"end":447.29},{"sentences":[{"text":"So multiplying that by twelve months means you'd pay about $314.16 for the year for the cover.","start":447.29,"end":454.03,"sentiment":"neutral","sentiment_score":0.1283684600802029},{"text":"These are deducted on a monthly basis as well.","start":454.65,"end":458.155,"sentiment":"neutral","sentiment_score":0.11292648232645458},{"text":"So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover.","start":458.155,"end":471.215,"sentiment":"neutral","sentiment_score":0.11428457498550415},{"text":"We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there.","start":471.88998,"end":483.96997,"sentiment":"neutral","sentiment_score":0.039361196431390785},{"text":"Does that make sense?","start":483.96997,"end":485.11,"sentiment":"neutral","sentiment_score":0.08265598304569721}],"sentiment":"neutral","sentiment_score":0.08601424484398247,"num_words":121,"start":447.29,"end":485.11},{"sentences":[{"text":"Yeah.","start":486.865,"end":487.365,"sentiment":"positive","sentiment_score":0.33358123898506165},{"text":"Yeah.","start":489.425,"end":489.745,"sentiment":"positive","sentiment_score":0.4843032360076904},{"text":"Beautiful.","start":489.745,"end":490.245,"sentiment":"positive","sentiment_score":0.6714181900024414},{"text":"So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed.","start":490.385,"end":503.96,"sentiment":"neutral","sentiment_score":0.28671796798706056},{"text":"We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm.","start":503.96,"end":516.57495,"sentiment":"neutral","sentiment_score":0.24179702965503044}],"sentiment":"neutral","sentiment_score":0.2718966145813465,"num_words":100,"start":486.865,"end":516.57495},{"sentences":[{"text":"It's essentially meaning that you're accepting the advice now prior to us providing you with the advice document.","start":516.95496,"end":522.65497,"sentiment":"neutral","sentiment_score":0.06632864413162072},{"text":"So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four.","start":522.795,"end":528.99,"sentiment":"neutral","sentiment_score":0.11725032292306423},{"text":"It is a lower amount.","start":529.07,"end":530.43,"sentiment":"neutral","sentiment_score":0.17260708808898925},{"text":"However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark.","start":530.43,"end":538.05,"sentiment":"neutral","sentiment_score":0.13895349204540253},{"text":"The advantage is that it is giving you a bit of extra cover now, which is important.","start":538.51,"end":542.20996,"sentiment":"positive","sentiment_score":0.5178831009303823}],"sentiment":"neutral","sentiment_score":0.19428031802685422,"num_words":88,"start":516.95496,"end":542.20996},{"sentences":[{"text":"It's definitely important to yourself to have that life and TBD component.","start":543.07,"end":546.705,"sentiment":"positive","sentiment_score":0.56745845079422},{"text":"It is also cheaper and group cover, so you're not having to go through the whole underwriting process there.","start":546.84503,"end":552.22504,"sentiment":"neutral","sentiment_score":0.30853832317026036},{"text":"The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover.","start":552.68506,"end":559.91,"sentiment":"neutral","sentiment_score":-0.08915333775803447},{"text":"So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about yourself.","start":559.91,"end":573.44995,"sentiment":"neutral","sentiment_score":-0.03941816879912864},{"text":"Whereas with this sort of group cover, they don't underwrite the beginning of the process.","start":573.825,"end":577.825,"sentiment":"neutral","sentiment_score":-0.12189983129501343}],"sentiment":"neutral","sentiment_score":0.06202274969721262,"num_words":113,"start":543.07,"end":577.825},{"sentences":[{"text":"They essentially look at wait till you go to claim.","start":577.825,"end":580.405,"sentiment":"neutral","sentiment_score":-0.10755928754806518},{"text":"And then at claim time, they sort of book your medical certificates and really go through the underwriting process then.","start":580.465,"end":586.48505,"sentiment":"neutral","sentiment_score":-0.08981920555233955},{"text":"I don't see any problem with that in any way, shape, or form, but there are risks that depending on the claim that you are making and your previous medical history with group cover, there is a risk that you may not be able to claim for the certain instance.","start":587.38,"end":600.42,"sentiment":"negative","sentiment_score":-0.4545107668638229},{"text":"But the kind of with insurances, the biggest risk is that you have all these insurances, you pay the premiums, and that you never actually claim on it ever at all as well.","start":600.42,"end":609.405,"sentiment":"negative","sentiment_score":-0.4816517170631524},{"text":"Does that all make sense so far?","start":609.405,"end":610.765,"sentiment":"neutral","sentiment_score":-0.013940894710166114}],"sentiment":"negative","sentiment_score":-0.34658006879811487,"num_words":120,"start":577.825,"end":610.765},{"sentences":[{"text":"Do you have any questions?","start":610.765,"end":611.98505,"sentiment":"neutral","sentiment_score":0.013302188366651535},{"text":"Yeah?","start":612.445,"end":612.945,"sentiment":"neutral","sentiment_score":0.009328816086053848},{"text":"Yeah.","start":614.445,"end":614.945,"sentiment":"neutral","sentiment_score":0.014922533184289932},{"text":"Yep.","start":615.03,"end":615.53,"sentiment":"neutral","sentiment_score":0.035793133080005646},{"text":"Yep.","start":619.03,"end":619.53,"sentiment":"neutral","sentiment_score":-0.1715836226940155}],"sentiment":"neutral","sentiment_score":-0.005003133167823155,"num_words":9,"start":610.765,"end":619.53},{"sentences":[{"text":"Yeah.","start":622.55005,"end":623.05005,"sentiment":"neutral","sentiment_score":-0.0524984672665596},{"text":"Yeah.","start":628.485,"end":628.985,"sentiment":"neutral","sentiment_score":-0.011701667681336405},{"text":"Okay.","start":631.76495,"end":632.26495,"sentiment":"neutral","sentiment_score":-0.039885323494672775},{"text":"Yeah.","start":640.34,"end":640.84,"sentiment":"neutral","sentiment_score":-0.24060502648353577},{"text":"Really?","start":646.02,"end":646.52,"sentiment":"neutral","sentiment_score":-0.08822686970233917}],"sentiment":"neutral","sentiment_score":-0.08658347092568874,"num_words":5,"start":622.55005,"end":646.52},{"sentences":[{"text":"Yeah.","start":647.62,"end":648.12,"sentiment":"neutral","sentiment_score":-0.11242865025997162},{"text":"Right.","start":657.155,"end":657.655,"sentiment":"neutral","sentiment_score":-0.005765467882156372},{"text":"Yeah.","start":661.715,"end":662.215,"sentiment":"neutral","sentiment_score":0.00032881274819374084},{"text":"We can't.","start":669.17004,"end":670.47003,"sentiment":"neutral","sentiment_score":-0.13147151097655296},{"text":"Just with the lending aspect, it's kind of outside of the financial advice for us.","start":670.77,"end":674.61005,"sentiment":"neutral","sentiment_score":-0.09391424531737963}],"sentiment":"neutral","sentiment_score":-0.08947610035538674,"num_words":20,"start":647.62,"end":674.61005},{"sentences":[{"text":"It's but we do have because you said you've spoken to a broker.","start":674.61005,"end":677.745,"sentiment":"neutral","sentiment_score":0.0061167961416336205},{"text":"We do have some other brokers that we can certainly refer you through to.","start":677.745,"end":680.945,"sentiment":"neutral","sentiment_score":0.18947998540742056},{"text":"When it comes to the lending aspect, we can provide financial advice around so there's a the cash on budgeting side of things, helping debt reduction, things like that.","start":680.945,"end":690.01996,"sentiment":"neutral","sentiment_score":0.12345980647309072},{"text":"But when it comes to actually borrowing, we do have to refer you through to a mortgage broker for those services because we don't have a credit license, essentially.","start":690.01996,"end":697.24,"sentiment":"neutral","sentiment_score":-0.0001995119041409981},{"text":"Did you you said you have spoken to a broker, or was it just your bank that you've spoken to?","start":698.33997,"end":703.63995,"sentiment":"neutral","sentiment_score":-0.011740096379071474}],"sentiment":"neutral","sentiment_score":0.05782842629012607,"num_words":105,"start":674.61005,"end":703.63995},{"sentences":[{"text":"Yeah.","start":710.545,"end":711.045,"sentiment":"neutral","sentiment_score":-3.6563724279403687e-6},{"text":"Yeah.","start":711.105,"end":711.605,"sentiment":"neutral","sentiment_score":-0.015355072915554048},{"text":"That that's really interesting because realist I mean, if if the banks have essentially blacklisted, did they explain why they've blacklisted that?","start":712.38495,"end":719.42,"sentiment":"neutral","sentiment_score":-0.09466874447058547},{"text":"What was the the risk component?","start":719.42,"end":721.04,"sentiment":"neutral","sentiment_score":-0.1263295883933703},{"text":"Or right.","start":721.25995,"end":725.04,"sentiment":"neutral","sentiment_score":-0.04001968540251255}],"sentiment":"neutral","sentiment_score":-0.09175275027519092,"num_words":32,"start":710.545,"end":725.04},{"sentences":[{"text":"Right.","start":727.01996,"end":727.51996,"sentiment":"neutral","sentiment_score":-0.00779983215034008},{"text":"Yep.","start":729.33997,"end":729.83997,"sentiment":"neutral","sentiment_score":-0.0359778068959713},{"text":"So so the equity would all come down to what the business is making at the time.","start":731.205,"end":735.625,"sentiment":"neutral","sentiment_score":-0.15961538868791916},{"text":"Yep.","start":739.84503,"end":740.34503,"sentiment":"neutral","sentiment_score":-0.06266050785779953},{"text":"Okay.","start":741.445,"end":741.945,"sentiment":"neutral","sentiment_score":-0.04900658130645752}],"sentiment":"neutral","sentiment_score":-0.13661458742405688,"num_words":21,"start":727.01996,"end":741.945},{"sentences":[{"text":"Yeah.","start":744.25,"end":744.75,"sentiment":"neutral","sentiment_score":-0.018958808854222298},{"text":"Yeah.","start":749.93,"end":750.43,"sentiment":"neutral","sentiment_score":-0.025011096149683},{"text":"Right.","start":763.865,"end":764.105,"sentiment":"neutral","sentiment_score":-0.005945003591477871},{"text":"Right.","start":764.105,"end":764.605,"sentiment":"neutral","sentiment_score":-0.0251154825091362},{"text":"Yeah.","start":770.28,"end":770.78,"sentiment":"neutral","sentiment_score":0.014915082603693008}],"sentiment":"neutral","sentiment_score":-0.012023061700165271,"num_words":5,"start":744.25,"end":770.78},{"sentences":[{"text":"Absolutely.","start":771.24,"end":771.74,"sentiment":"neutral","sentiment_score":0.21747484803199768},{"text":"Absolutely.","start":777.64,"end":778.14,"sentiment":"neutral","sentiment_score":0.06596854329109192},{"text":"Yeah.","start":778.815,"end":779.055,"sentiment":"neutral","sentiment_score":-0.0455298088490963},{"text":"No.","start":779.055,"end":779.53503,"sentiment":"neutral","sentiment_score":-0.21101686358451843},{"text":"Definitely.","start":779.53503,"end":780.03503,"sentiment":"neutral","sentiment_score":-0.202487051486969}],"sentiment":"neutral","sentiment_score":-0.03511806651949882,"num_words":5,"start":771.24,"end":780.03503},{"sentences":[{"text":"Unfortunately, that does fall just a little bit outside of our scope, and I do apologize about that.","start":780.335,"end":785.155,"sentiment":"negative","sentiment_score":-0.40457409289148116},{"text":"But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity?","start":786.175,"end":796.66,"sentiment":"neutral","sentiment_score":0.04259574838215485},{"text":"Or A private lender?","start":796.8,"end":799.3,"sentiment":"neutral","sentiment_score":0.021448694169521332},{"text":"Okay.","start":799.92,"end":800.42,"sentiment":"neutral","sentiment_score":0.0839921236038208},{"text":"Perfect.","start":802.87994,"end":803.37994,"sentiment":"neutral","sentiment_score":0.25585711002349854}],"sentiment":"neutral","sentiment_score":-0.09810045916986253,"num_words":56,"start":780.335,"end":803.37994},{"sentences":[{"text":"Yeah.","start":805.625,"end":806.125,"sentiment":"neutral","sentiment_score":0.06367511302232742},{"text":"That's okay.","start":806.665,"end":807.385,"sentiment":"neutral","sentiment_score":0.18864034116268158},{"text":"If you like, I can do a little bit of additional research for you and maybe, you know, send through a bit of information if I can find anything on on that sort of scenario for you just as a bit of general information.","start":807.385,"end":817.805,"sentiment":"neutral","sentiment_score":0.24026459150693633},{"text":"I'm happy just to do a bit of research on that because that's quite interesting.","start":818.43,"end":821.07,"sentiment":"positive","sentiment_score":0.5478014449278513},{"text":"And, I mean, I've obviously not really heard of that happening before.","start":821.07,"end":824.27,"sentiment":"neutral","sentiment_score":-0.06084506741414467}],"sentiment":"neutral","sentiment_score":0.24999295522433682,"num_words":74,"start":805.625,"end":824.27},{"sentences":[{"text":"I've never seen that happen to anyone before.","start":824.27,"end":826.35,"sentiment":"neutral","sentiment_score":-0.0848564375191927},{"text":"So no.","start":826.35,"end":831.15,"sentiment":"neutral","sentiment_score":0.054594624787569046},{"text":"That's not a problem at all.","start":831.15,"end":832.27,"sentiment":"neutral","sentiment_score":0.32426970700422925},{"text":"I'll definitely have a look at that for you.","start":832.27,"end":834.305,"sentiment":"positive","sentiment_score":0.4055157072014279},{"text":"I do have a few additional calls this afternoon.","start":834.445,"end":836.205,"sentiment":"neutral","sentiment_score":0.0916890228788058}],"sentiment":"neutral","sentiment_score":0.1720823106520316,"num_words":34,"start":824.27,"end":836.205},{"sentences":[{"text":"It might be sort of after hours, but I definitely like to have a bit of a look.","start":836.205,"end":839.325,"sentiment":"neutral","sentiment_score":-0.0021190273885925612},{"text":"And I can email some information through for you.","start":839.325,"end":841.985,"sentiment":"neutral","sentiment_score":0.052345369218124285},{"text":"Perfect.","start":842.125,"end":842.625,"sentiment":"positive","sentiment_score":0.3376730680465698},{"text":"No.","start":844.765,"end":845.265,"sentiment":"neutral","sentiment_score":-0.0959450751543045},{"text":"Yeah.","start":845.98004,"end":846.48004,"sentiment":"neutral","sentiment_score":-0.06938017904758453}],"sentiment":"neutral","sentiment_score":0.020177121460437774,"num_words":30,"start":836.205,"end":846.48004},{"sentences":[{"text":"Mhmm.","start":848.78,"end":849.28,"sentiment":"neutral","sentiment_score":-0.07739780098199844},{"text":"Yes.","start":852.94,"end":853.44,"sentiment":"neutral","sentiment_score":-0.013440115377306938},{"text":"Yeah.","start":855.66003,"end":855.98004,"sentiment":"neutral","sentiment_score":0.0374787300825119},{"text":"That's okay.","start":855.98004,"end":856.78,"sentiment":"neutral","sentiment_score":0.11627040803432465},{"text":"Not a problem at all.","start":856.78,"end":857.74,"sentiment":"neutral","sentiment_score":0.14532091468572617}],"sentiment":"neutral","sentiment_score":0.09057862032204866,"num_words":10,"start":848.78,"end":857.74},{"sentences":[{"text":"So are you, yeah, absolutely.","start":857.74,"end":859.695,"sentiment":"neutral","sentiment_score":0.1203485632315278},{"text":"Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that we will review down the track.","start":861.195,"end":872.235,"sentiment":"neutral","sentiment_score":0.029743924464394406},{"text":"We'll do a catch up and review the level of cover and the lender available to you at that ten month mark.","start":872.235,"end":877.27,"sentiment":"neutral","sentiment_score":0.05845814316787503},{"text":"Is that something you're comfortable with me doing?","start":877.27,"end":879.45,"sentiment":"neutral","sentiment_score":0.051207196433097124},{"text":"Yep.","start":881.19,"end":881.69,"sentiment":"positive","sentiment_score":0.4171594977378845}],"sentiment":"neutral","sentiment_score":0.051092726468749634,"num_words":77,"start":857.74,"end":881.69},{"sentences":[{"text":"Perfect.","start":881.83,"end":882.33,"sentiment":"positive","sentiment_score":0.6180166602134705},{"text":"Not a problem at all.","start":882.47003,"end":883.59,"sentiment":"positive","sentiment_score":0.4091682195663452},{"text":"I do just have, a couple of eligibility questions.","start":883.83,"end":886.71,"sentiment":"neutral","sentiment_score":0.15566776775651509},{"text":"Just four, five questions I have to ask as well just for the application side of things.","start":886.71,"end":891.445,"sentiment":"neutral","sentiment_score":0.12309188351911657},{"text":"Once I've got these questions done after the call, I'll email through the application the same way through OdooSign there.","start":891.985,"end":898.405,"sentiment":"neutral","sentiment_score":0.15116782747209073}],"sentiment":"neutral","sentiment_score":0.176553581483089,"num_words":52,"start":881.83,"end":898.405},{"sentences":[{"text":"If you can just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back.","start":898.465,"end":915.525,"sentiment":"neutral","sentiment_score":0.1439371983851156},{"text":"But signing the quote and the application day, essentially, is you allowing us to put this into force, and we're just doing this.","start":916.085,"end":922.72504,"sentiment":"neutral","sentiment_score":0.13703977462390196},{"text":"It's called critical advice.","start":922.72504,"end":924.085,"sentiment":"neutral","sentiment_score":0.11303714476525784},{"text":"So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first.","start":924.085,"end":932.71,"sentiment":"neutral","sentiment_score":0.0892738652383459},{"text":"As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame.","start":932.71,"end":944.405,"sentiment":"neutral","sentiment_score":0.14891726309433578}],"sentiment":"neutral","sentiment_score":0.1333784956390722,"num_words":158,"start":898.465,"end":944.405},{"sentences":[{"text":"Does that sound okay?","start":944.405,"end":945.445,"sentiment":"neutral","sentiment_score":0.10775907151401043},{"text":"Do you have questions in relation to that?","start":945.445,"end":947.625,"sentiment":"neutral","sentiment_score":0.0022134368773549795},{"text":"Perfect.","start":950.885,"end":951.385,"sentiment":"positive","sentiment_score":0.620848536491394},{"text":"Beautiful.","start":953.7,"end":954.18,"sentiment":"positive","sentiment_score":0.7450987100601196},{"text":"Thank you so much.","start":954.18,"end":955.46,"sentiment":"positive","sentiment_score":0.625794930383563}],"sentiment":"neutral","sentiment_score":0.23988170828670263,"num_words":18,"start":944.405,"end":955.46},{"sentences":[{"text":"The four the five questions I have here, the first one is, are you, sorry, are you due to illness or injury, currently absent from work or restricted or unable to perform your full normal duties?","start":955.46,"end":965.80005,"sentiment":"neutral","sentiment_score":-0.0902821595987512},{"text":"No.","start":967.455,"end":967.695,"sentiment":"neutral","sentiment_score":-0.12896719574928284},{"text":"Beautiful.","start":967.695,"end":968.195,"sentiment":"neutral","sentiment_score":0.022514283657073975},{"text":"I also just have to.","start":968.255,"end":970.015,"sentiment":"neutral","sentiment_score":-0.02417452149093151},{"text":"Sorry.","start":970.015,"end":970.515,"sentiment":"neutral","sentiment_score":-0.08267849683761597}],"sentiment":"neutral","sentiment_score":-0.0809127673168074,"num_words":44,"start":955.46,"end":970.515},{"sentences":[{"text":"I also have to read to you.","start":971.135,"end":973.795,"sentiment":"neutral","sentiment_score":-0.0693330956356866},{"text":"Sorry.","start":975.215,"end":975.695,"sentiment":"neutral","sentiment_score":-0.05839720740914345},{"text":"One second.","start":975.695,"end":976.435,"sentiment":"neutral","sentiment_score":-0.03011159412562847},{"text":"I also have to find my duty of I know Jack read it to you the other day, but I just wanna make sure that we're doing things correct.","start":976.575,"end":985.62,"sentiment":"neutral","sentiment_score":0.0321293198342981},{"text":"So because this is the application form, I'm just gonna quickly read you the duty of reasonable care and the privacy policy, and then I'll run through those four or five questions for you.","start":985.62,"end":993.94,"sentiment":"neutral","sentiment_score":0.09485421340693445}],"sentiment":"neutral","sentiment_score":0.04866906117698918,"num_words":73,"start":971.135,"end":993.94},{"sentences":[{"text":"Okay?","start":993.94,"end":994.44,"sentiment":"neutral","sentiment_score":0.07163667678833008},{"text":"Perfect.","start":995.635,"end":996.115,"sentiment":"positive","sentiment_score":0.5378230810165405},{"text":"So the duty of reasonable care, it says when applying for insurance, it is important that you answer the following questions to the best of your knowledge.","start":996.115,"end":1002.355,"sentiment":"neutral","sentiment_score":0.18907075513292243},{"text":"As the applicant, you have a legal duty to take reasonable care, not to make a misrepresentation to the insurer before the contract of insurance is entered into.","start":1002.355,"end":1010.94995,"sentiment":"neutral","sentiment_score":0.0013121326587029862},{"text":"If this duty is not met, it can have a serious impact on your insurance such as your policy being voided or the terms of your cover may be changed, declined, or the benefit reduced.","start":1011.17,"end":1020.47,"sentiment":"neutral","sentiment_score":-0.266216140133994}],"sentiment":"neutral","sentiment_score":-0.03876581569404706,"num_words":92,"start":993.94,"end":1020.47},{"sentences":[{"text":"More information about the duty to take reasonable care can be found in the product disclosure statement, and I will provide that to you with the documents in the email today.","start":1020.905,"end":1030.125,"sentiment":"neutral","sentiment_score":0.07296667356164224},{"text":"Do you understand the your duty of reasonable care?","start":1031.145,"end":1033.805,"sentiment":"neutral","sentiment_score":0.028320365067985322},{"text":"Beautiful.","start":1035.07,"end":1035.47,"sentiment":"neutral","sentiment_score":0.2890329957008362},{"text":"With the privacy policy, it states, can I please confirm your consent to collect and use your personal information in accordance with the insurer's privacy policy, and that I will be submitting this application for you on your behalf today?","start":1035.47,"end":1046.7699,"sentiment":"neutral","sentiment_score":0.16297247558832167},{"text":"Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement?","start":1047.1549,"end":1056.455,"sentiment":"neutral","sentiment_score":0.024274911851652207}],"sentiment":"neutral","sentiment_score":0.08997593261301517,"num_words":112,"start":1020.905,"end":1056.455},{"sentences":[{"text":"Beautiful.","start":1059.1699,"end":1059.65,"sentiment":"neutral","sentiment_score":0.23469732701778412},{"text":"Thank you so much for that.","start":1059.65,"end":1061.27,"sentiment":"positive","sentiment_score":0.45990777512391406},{"text":"The first question again, sorry, is are you due to illness or injury currently absent from work, restricted, or unable to perform your full and normal duties of your usual occupation on a full time basis?","start":1061.65,"end":1071.89,"sentiment":"neutral","sentiment_score":-0.14592382912006643},{"text":"So they're basically asking, are you unable to work for at least thirty hours per week?","start":1071.89,"end":1076.2849,"sentiment":"neutral","sentiment_score":-0.050575651810504496},{"text":"No.","start":1079.945,"end":1080.445,"sentiment":"neutral","sentiment_score":-0.07357146590948105}],"sentiment":"neutral","sentiment_score":-0.052364929423977934,"num_words":60,"start":1059.1699,"end":1080.445},{"sentences":[{"text":"Perfect.","start":1080.745,"end":1081.245,"sentiment":"neutral","sentiment_score":0.08562014997005463},{"text":"Option number two sorry.","start":1084.105,"end":1085.225,"sentiment":"neutral","sentiment_score":0.01791730779223144},{"text":"Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover?","start":1085.225,"end":1115.0751,"sentiment":"neutral","sentiment_score":-0.00678261392391645},{"text":"No.","start":1116.8301,"end":1117.15,"sentiment":"neutral","sentiment_score":-0.06761245429515839},{"text":"Perfect.","start":1117.15,"end":1117.65,"sentiment":"neutral","sentiment_score":-0.023747475817799568}],"sentiment":"neutral","sentiment_score":-0.005207506305952039,"num_words":72,"start":1080.745,"end":1117.65},{"sentences":[{"text":"The next one here is have you been diagnosed with or do you suffer from an illness or injury that may cause permanent inability to work?","start":1118.27,"end":1125.01,"sentiment":"neutral","sentiment_score":-0.07899377824595341},{"text":"No.","start":1127.39,"end":1127.7101,"sentiment":"neutral","sentiment_score":-0.059495117515325546},{"text":"Perfect.","start":1127.7101,"end":1128.2101,"sentiment":"neutral","sentiment_score":-0.008352681063115597},{"text":"And the next one is, have you ever had an application for death, TBD, trauma, or income protection declined?","start":1128.7949,"end":1135.615,"sentiment":"neutral","sentiment_score":-0.03245685881886043},{"text":"No.","start":1137.595,"end":1137.995,"sentiment":"neutral","sentiment_score":-0.05401107668876648}],"sentiment":"neutral","sentiment_score":-0.058174529733757176,"num_words":48,"start":1118.27,"end":1137.995},{"sentences":[{"text":"Lovely.","start":1137.995,"end":1138.495,"sentiment":"neutral","sentiment_score":-0.025145990774035457},{"text":"And have you ever had an application for death, TBD, trauma, income protection cover accepted, offered or offered with loadings, limited terms, or exclusions.","start":1138.6349,"end":1148.8099,"sentiment":"neutral","sentiment_score":-0.036344266418988504},{"text":"No.","start":1151.03,"end":1151.4299,"sentiment":"neutral","sentiment_score":-0.025762073695659637},{"text":"Perfect.","start":1151.4299,"end":1151.83,"sentiment":"neutral","sentiment_score":0.09451039135456084},{"text":"Thank you for that.","start":1151.83,"end":1152.71,"sentiment":"neutral","sentiment_score":0.15456372871994972}],"sentiment":"neutral","sentiment_score":-0.006787262977130951,"num_words":31,"start":1137.995,"end":1152.71},{"sentences":[{"text":"Sorry.","start":1152.71,"end":1153.03,"sentiment":"neutral","sentiment_score":-0.06387802958488464},{"text":"These questions can be really long.","start":1153.03,"end":1154.89,"sentiment":"neutral","sentiment_score":-0.12991072734196982},{"text":"That's you've answered no to all of those.","start":1156.435,"end":1158.115,"sentiment":"neutral","sentiment_score":-0.13861545827239752},{"text":"It does show eligibility there.","start":1158.115,"end":1159.555,"sentiment":"neutral","sentiment_score":-0.05567014515399933},{"text":"What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information.","start":1159.555,"end":1164.6951,"sentiment":"neutral","sentiment_score":0.06883955260981685}],"sentiment":"neutral","sentiment_score":-0.01505365292000216,"num_words":43,"start":1152.71,"end":1164.6951},{"sentences":[{"text":"We'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you.","start":1165.395,"end":1175.82,"sentiment":"neutral","sentiment_score":0.05439401398363866},{"text":"I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days.","start":1175.82,"end":1183.18,"sentiment":"neutral","sentiment_score":0.0876647212125104},{"text":"If you have any questions in the meantime, you're more than welcome to let me know.","start":1183.18,"end":1186.965,"sentiment":"neutral","sentiment_score":0.15617663692682981},{"text":"Is there any questions you might have at the moment?","start":1186.965,"end":1189.225,"sentiment":"neutral","sentiment_score":0.044073982164263725},{"text":"Beautiful.","start":1191.365,"end":1191.865,"sentiment":"positive","sentiment_score":0.42905500531196594}],"sentiment":"neutral","sentiment_score":0.08487096238643566,"num_words":94,"start":1165.395,"end":1191.865},{"sentences":[{"text":"That's okay.","start":1191.925,"end":1192.565,"sentiment":"positive","sentiment_score":0.3752130717039108},{"text":"Thank you so much for your time today.","start":1192.565,"end":1194.405,"sentiment":"positive","sentiment_score":0.5564614906907082},{"text":"I appreciate it.","start":1194.405,"end":1195.205,"sentiment":"positive","sentiment_score":0.4299002985159556},{"text":"I know it was kinda short notice.","start":1195.205,"end":1197.305,"sentiment":"neutral","sentiment_score":0.08249260325516973},{"text":"We do.","start":1197.925,"end":1198.485,"sentiment":"neutral","sentiment_score":0.15339313820004463}],"sentiment":"positive","sentiment_score":0.33527515743943775,"num_words":22,"start":1191.925,"end":1198.485},{"sentences":[{"text":"That That's okay.","start":1198.485,"end":1199.9099,"sentiment":"neutral","sentiment_score":0.19461029022932053},{"text":"We thought, look, we've got this option here.","start":1199.9099,"end":1201.59,"sentiment":"neutral","sentiment_score":0.2274333704262972},{"text":"We better so jump in really quickly and see if we can get that and give you all the options.","start":1201.59,"end":1205.51,"sentiment":"neutral","sentiment_score":0.3197243377566338},{"text":"I didn't want you to miss the window for this option here.","start":1205.51,"end":1207.9099,"sentiment":"neutral","sentiment_score":0.24806281675895056},{"text":"So I really appreciate you making that time for me.","start":1207.9099,"end":1210.8899,"sentiment":"positive","sentiment_score":0.6593738436698914}],"sentiment":"positive","sentiment_score":0.3465712608874969,"num_words":53,"start":1198.485,"end":1210.8899},{"sentences":[{"text":"All I'll do is, that's okay.","start":1211.19,"end":1213.1849,"sentiment":"neutral","sentiment_score":0.3066679524878661},{"text":"I'll do some additional research for you, and I'll email that through to you.","start":1213.1849,"end":1217.6649,"sentiment":"neutral","sentiment_score":0.30454354201044354},{"text":"If you do have any questions in the meantime, let me know, but I'll get that back into this for you.","start":1217.6649,"end":1221.905,"sentiment":"neutral","sentiment_score":0.17754282234680085},{"text":"Okay?","start":1221.905,"end":1222.405,"sentiment":"neutral","sentiment_score":0.10989727079868317},{"text":"That's okay.","start":1224.1588,"end":1224.8789,"sentiment":"positive","sentiment_score":0.5582864284515381}],"sentiment":"neutral","sentiment_score":0.251329243183136,"num_words":44,"start":1211.19,"end":1224.8789},{"sentences":[{"text":"Thank you for your time, Simone.","start":1224.8789,"end":1226.2389,"sentiment":"positive","sentiment_score":0.7847606837749481},{"text":"I really appreciate it.","start":1226.2389,"end":1227.1989,"sentiment":"positive","sentiment_score":0.8504469096660614},{"text":"You have a lovely afternoon.","start":1227.1989,"end":1228.4989,"sentiment":"positive","sentiment_score":0.8277373671531677},{"text":"Thanks.","start":1230.4789,"end":1230.9589,"sentiment":"positive","sentiment_score":0.6156660318374634},{"text":"See you later.","start":1230.9589,"end":1231.8589,"sentiment":"positive","sentiment_score":0.5223862032095591}],"sentiment":"positive","sentiment_score":0.7595717483445218,"num_words":19,"start":1224.8789,"end":1231.8589},{"sentences":[{"text":"Bye.","start":1231.9188,"end":1232.4188,"sentiment":"neutral","sentiment_score":0.2605191171169281}],"sentiment":"neutral","sentiment_score":0.2605191171169281,"num_words":1,"start":1231.9188,"end":1232.4188}]}}]},{"alternatives":[{"transcript":"If you record your name and reason for calling, I'll see if this person is available. Thanks, Dana Taylor. Please stay on the line. Hello? I'm pretty good. Thanks. How are you? Yep. Sure. Simone Cardoso, twenty third of March 1983, Ken Wareham Court, Hillside, Victoria 3037. I would like to get some cover now because another thing I wanted to talk to you about today is that me and my partner, we're looking for we're looking to buy a principal home. So my debt is going to increase. So if I could have some sort of cover in the meantime, that would be better than nothing. And next time, I think I'll just probably not be so honest on my application. Okay. Alright. That's it. Okay. Yep. Okay. Oh, okay. Yep. Yep. I'll just open it up. One sec. Okay. I just had you on loudspeaker for a second. Not yet. It's come through now. Okay. Okay. Okay. Okay. Yep. That makes sense. I'm happy to send it and complete the document. Okay. Okay. Yep. Not about this. This is clear. That's more about when we catch up next time. I don't know if this is something that I need to speak with you about. Like I said, me and my partner are looking to get a home, like, a principal home together. And I have an apartment, but it's a service department. And in this whole process, the broker, when she was trying to see, like, which bank would preapprove our loan and all that, I found out that my property is high risk. Like, it's blacklisted. It is high risk. And so, like, Westpac and, yeah, Bank of Melbourne won't won't honor, like, the equity in the property. So she suggested, like, a private lender, which I've also asked my accountant about. But I just wanted to know, like, is this something that you normally also help your clients with? Or yep. Oh, that's it. Okay. Yeah. No. She's she's family. So, like, we're happy with her. I just wanted to, I don't know, I suppose, get your professional opinion on that matter, but that's all good. Because it's a commercial property and it's on a long term lease with a business. So, I mean, it's harder. I don't think so because the business so I'm the landlord, and the business is my tenant. So they're paying me, you know, rent to use that apartment and, you know, whatever they need to do with it. But the it's like when I bought it, there was already, like, a long term agreement, which is gonna expire in 2028. And then you have the option to renew the lease for five years. So I don't know. But anyway so that was pretty shuddering. But there's a solution for me. It just means, like, you know, I'd be paying, like, higher interest rates and No. That's okay. Yeah. She's found one for me. Yeah. She's found one. So that's okay. I'll run it through Chatty d t later as well and see what else comes up. But yeah. I mean, if it interests you, I will not say no. Oh, no. No. Take your time. Oh, that would be great. Thank you so much. But, yeah, definitely, once my ten months is up, we'll have to relook at, I suppose, even the amount again for cover because I'll have more debt by then if we find out how to work. Yep. Yep. I think so. That would be great. Okay. Mhmm. No worries. Nope. No. That's all good. I understood everything. That's all good. I'll sign up as soon as I get it. No. That's okay. Okay. Yep. Yes. No. And yes. Okay. No. I'm not unable. No. No. No. No. No. It's all good. Thank you. No. Thanks for helping me out there. No. That's all good. I appreciate that. Hi. Thank you. Okay. Thank you so much. You too. Thank you. 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you record your name and reason for calling, I'll see if this person is available. Thanks, Dana Taylor. Please stay on the line. Hello? I'm pretty good.\n\nThanks. How are you? Yep. Sure. Simone Cardoso, twenty third of March 1983, Ken Wareham Court, Hillside, Victoria 3037.\n\nI would like to get some cover now because another thing I wanted to talk to you about today is that me and my partner, we're looking for we're looking to buy a principal home. So my debt is going to increase. So if I could have some sort of cover in the meantime, that would be better than nothing. And next time, I think I'll just probably not be so honest on my application. Okay.\n\nAlright. That's it. Okay. Yep. Okay.\n\nOh, okay. Yep. Yep. I'll just open it up. One sec.\n\nOkay. I just had you on loudspeaker for a second. Not yet. It's come through now. Okay.\n\nOkay. Okay. Okay. Yep. That makes sense.\n\nI'm happy to send it and complete the document. Okay. Okay. Yep. Not about this.\n\nThis is clear. That's more about when we catch up next time. I don't know if this is something that I need to speak with you about. Like I said, me and my partner are looking to get a home, like, a principal home together. And I have an apartment, but it's a service department.\n\nAnd in this whole process, the broker, when she was trying to see, like, which bank would preapprove our loan and all that, I found out that my property is high risk. Like, it's blacklisted. It is high risk. And so, like, Westpac and, yeah, Bank of Melbourne won't won't honor, like, the equity in the property. So she suggested, like, a private lender, which I've also asked my accountant about.\n\nBut I just wanted to know, like, is this something that you normally also help your clients with? Or yep. Oh, that's it. Okay. Yeah.\n\nNo. She's she's family. So, like, we're happy with her. I just wanted to, I don't know, I suppose, get your professional opinion on that matter, but that's all good. Because it's a commercial property and it's on a long term lease with a business.\n\nSo, I mean, it's harder. I don't think so because the business so I'm the landlord, and the business is my tenant. So they're paying me, you know, rent to use that apartment and, you know, whatever they need to do with it. But the it's like when I bought it, there was already, like, a long term agreement, which is gonna expire in 2028. And then you have the option to renew the lease for five years.\n\nSo I don't know. But anyway so that was pretty shuddering. But there's a solution for me. It just means, like, you know, I'd be paying, like, higher interest rates and No. That's okay.\n\nYeah. She's found one for me. Yeah. She's found one. So that's okay.\n\nI'll run it through Chatty d t later as well and see what else comes up. But yeah. I mean, if it interests you, I will not say no. Oh, no. No.\n\nTake your time. Oh, that would be great. Thank you so much. But, yeah, definitely, once my ten months is up, we'll have to relook at, I suppose, even the amount again for cover because I'll have more debt by then if we find out how to work. Yep.\n\nYep. I think so. That would be great. Okay. Mhmm.\n\nNo worries. Nope. No. That's all good. I understood everything.\n\nThat's all good. I'll sign up as soon as I get it. No. That's okay. Okay.\n\nYep. Yes. No. And yes. Okay.\n\nNo. I'm not unable. No. No. No.\n\nNo. No. It's all good. Thank you. No.\n\nThanks for helping me out there. No. That's all good. I appreciate that. Hi.\n\nThank you. Okay. Thank you so much. You too. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.16,"end":4.66,"sentiment":"neutral","sentiment_score":0.0011076811933889985},{"text":"Thanks, Dana Taylor.","start":13.84,"end":15.139999,"sentiment":"neutral","sentiment_score":0.3281884590784709},{"text":"Please stay on the line.","start":15.325,"end":16.465,"sentiment":"neutral","sentiment_score":0.15890951156616212},{"text":"Hello?","start":18.845,"end":19.345,"sentiment":"neutral","sentiment_score":0.08895844221115112},{"text":"I'm pretty good.","start":23.724998,"end":24.605,"sentiment":"positive","sentiment_score":0.5548794070879618}],"sentiment":"neutral","sentiment_score":0.1268011606298387,"num_words":28,"start":0.16,"end":24.605},{"sentences":[{"text":"Thanks.","start":24.605,"end":24.925,"sentiment":"positive","sentiment_score":0.6127922534942627},{"text":"How are 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now.","start":404.56,"end":405.86002,"sentiment":"neutral","sentiment_score":0.213882926851511},{"text":"Okay.","start":416.22498,"end":416.72498,"sentiment":"neutral","sentiment_score":0.1227402687072754}],"sentiment":"neutral","sentiment_score":0.07410340800004847,"num_words":17,"start":372.34,"end":416.72498},{"sentences":[{"text":"Okay.","start":447.555,"end":448.055,"sentiment":"neutral","sentiment_score":0.1068539097905159},{"text":"Okay.","start":454.43,"end":454.93,"sentiment":"neutral","sentiment_score":0.10375410318374634},{"text":"Okay.","start":471.675,"end":472.175,"sentiment":"neutral","sentiment_score":0.07397820800542831},{"text":"Yep.","start":485.21,"end":485.45,"sentiment":"neutral","sentiment_score":0.180736243724823},{"text":"That makes sense.","start":485.45,"end":486.33,"sentiment":"neutral","sentiment_score":0.2878359357515971}],"sentiment":"neutral","sentiment_score":0.1898328959941864,"num_words":7,"start":447.555,"end":486.33},{"sentences":[{"text":"I'm happy to send it and complete the document.","start":486.33,"end":488.99,"sentiment":"positive","sentiment_score":0.517409880956014},{"text":"Okay.","start":517.08997,"end":517.58997,"sentiment":"neutral","sentiment_score":0.0892103761434555},{"text":"Okay.","start":538.38,"end":538.88,"sentiment":"neutral","sentiment_score":0.3040122985839844},{"text":"Yep.","start":611.485,"end":611.985,"sentiment":"neutral","sentiment_score":-0.0003672267193906009},{"text":"Not about this.","start":612.83,"end":613.87,"sentiment":"neutral","sentiment_score":-0.09836000700791676}],"sentiment":"neutral","sentiment_score":0.3169642903725617,"num_words":15,"start":486.33,"end":613.87},{"sentences":[{"text":"This is clear.","start":613.87,"end":615.01,"sentiment":"neutral","sentiment_score":-0.005678137143452962},{"text":"That's more about when we catch up next time.","start":616.19,"end":618.59,"sentiment":"neutral","sentiment_score":-0.014270482998755243},{"text":"I don't know if this is something that I need to speak with you about.","start":618.59,"end":622.13,"sentiment":"neutral","sentiment_score":-0.2416526754697164},{"text":"Like I said, me and my partner are looking to get a home, like, a principal home together.","start":622.59,"end":627.89,"sentiment":"neutral","sentiment_score":0.001622331225209766},{"text":"And I have an apartment, but it's a service department.","start":628.035,"end":631.095,"sentiment":"neutral","sentiment_score":-0.024384896643459796}],"sentiment":"neutral","sentiment_score":-0.07245283445174044,"num_words":55,"start":613.87,"end":631.095},{"sentences":[{"text":"And in this whole process, the broker, when she was trying to see, like, which bank would preapprove our loan and all that, I found out that my property is high risk.","start":632.51495,"end":643.15,"sentiment":"neutral","sentiment_score":-0.20469223684631288},{"text":"Like, it's blacklisted.","start":643.15,"end":644.29,"sentiment":"negative","sentiment_score":-0.422749787569046},{"text":"It is high risk.","start":644.51,"end":645.39,"sentiment":"negative","sentiment_score":-0.43247292935848236},{"text":"And so, like, Westpac and, yeah, Bank of Melbourne won't won't honor, like, the equity in the property.","start":645.39,"end":653.17,"sentiment":"neutral","sentiment_score":-0.20883741726477942},{"text":"So she suggested, like, a private lender, which I've also asked my accountant about.","start":653.23,"end":660.945,"sentiment":"neutral","sentiment_score":-0.03542917700750487}],"sentiment":"neutral","sentiment_score":-0.19441372743794616,"num_words":71,"start":632.51495,"end":660.945},{"sentences":[{"text":"But I just wanted to know, like, is this something that you normally also help your clients with?","start":661.40497,"end":667.565,"sentiment":"neutral","sentiment_score":0.0059870220720767975},{"text":"Or yep.","start":667.565,"end":675.56995,"sentiment":"neutral","sentiment_score":-0.06854545883834362},{"text":"Oh, that's it.","start":695.335,"end":696.395,"sentiment":"neutral","sentiment_score":-0.05032803490757942},{"text":"Okay.","start":701.25995,"end":701.75995,"sentiment":"neutral","sentiment_score":-0.01279374212026596},{"text":"Yeah.","start":701.89996,"end":702.3,"sentiment":"neutral","sentiment_score":-0.003642395138740539}],"sentiment":"neutral","sentiment_score":-0.007869790494441985,"num_words":25,"start":661.40497,"end":702.3},{"sentences":[{"text":"No.","start":702.3,"end":702.54,"sentiment":"neutral","sentiment_score":-0.035451363772153854},{"text":"She's she's family.","start":702.54,"end":703.98,"sentiment":"neutral","sentiment_score":0.0064527545279512806},{"text":"So, like, we're happy with her.","start":703.98,"end":705.98,"sentiment":"positive","sentiment_score":0.44586046288410824},{"text":"I just wanted to, I don't know, I suppose, get your professional opinion on that matter, but that's all good.","start":705.98,"end":717.485,"sentiment":"neutral","sentiment_score":0.01859879386611283},{"text":"Because it's a commercial property and it's on a long term lease with a business.","start":721.545,"end":728.32,"sentiment":"neutral","sentiment_score":-0.03752661111454169}],"sentiment":"neutral","sentiment_score":0.05484769750489957,"num_words":45,"start":702.3,"end":728.32},{"sentences":[{"text":"So, I mean, it's harder.","start":728.32,"end":732.89996,"sentiment":"neutral","sentiment_score":-0.10513733252882958},{"text":"I don't think so because the business so I'm the landlord, and the business is my tenant.","start":736.24,"end":740.74,"sentiment":"neutral","sentiment_score":-0.13899183580104044},{"text":"So they're paying me, you know, rent to use that apartment and, you know, whatever they need to do with it.","start":741.005,"end":749.58496,"sentiment":"neutral","sentiment_score":-0.04392803203137148},{"text":"But the it's like when I bought it, there was already, like, a long term agreement, which is gonna expire in 2028.","start":749.96497,"end":758.55005,"sentiment":"neutral","sentiment_score":-0.06497162191027944},{"text":"And then you have the option to renew the lease for five years.","start":759.41003,"end":765.35004,"sentiment":"neutral","sentiment_score":-0.01445449860050128}],"sentiment":"neutral","sentiment_score":-0.06959385522760642,"num_words":78,"start":728.32,"end":765.35004},{"sentences":[{"text":"So I don't know.","start":765.49,"end":766.63,"sentiment":"neutral","sentiment_score":-0.16108864732086658},{"text":"But anyway so that was pretty shuddering.","start":766.69,"end":769.35004,"sentiment":"negative","sentiment_score":-0.3444757099662508},{"text":"But there's a solution for me.","start":770.095,"end":772.495,"sentiment":"neutral","sentiment_score":0.020610203423226874},{"text":"It just means, like, you know, I'd be paying, like, higher interest rates and No.","start":772.495,"end":784.92,"sentiment":"neutral","sentiment_score":-0.05203204428156217},{"text":"That's okay.","start":784.92,"end":785.74,"sentiment":"neutral","sentiment_score":-0.09957337193191051}],"sentiment":"neutral","sentiment_score":-0.11504855137044455,"num_words":34,"start":765.49,"end":785.74},{"sentences":[{"text":"Yeah.","start":797.545,"end":797.78503,"sentiment":"neutral","sentiment_score":0.015930891036987305},{"text":"She's found one for me.","start":797.78503,"end":799.645,"sentiment":"neutral","sentiment_score":0.01598951146006584},{"text":"Yeah.","start":799.705,"end":799.945,"sentiment":"neutral","sentiment_score":0.05376124009490013},{"text":"She's found one.","start":799.945,"end":800.905,"sentiment":"neutral","sentiment_score":0.10778339703877766},{"text":"So that's okay.","start":800.905,"end":801.78503,"sentiment":"neutral","sentiment_score":0.1733556886514028}],"sentiment":"neutral","sentiment_score":0.07638899580790447,"num_words":13,"start":797.545,"end":801.78503},{"sentences":[{"text":"I'll run it through Chatty d t later as well and see what else comes up.","start":801.78503,"end":806.185,"sentiment":"neutral","sentiment_score":0.11658800044097006},{"text":"But yeah.","start":806.185,"end":807.325,"sentiment":"neutral","sentiment_score":0.12553016655147076},{"text":"I mean, if it interests you, I will not say no.","start":827.345,"end":830.245,"sentiment":"neutral","sentiment_score":0.055860749361189926},{"text":"Oh, no.","start":837.985,"end":838.305,"sentiment":"neutral","sentiment_score":-0.05558439623564482},{"text":"No.","start":838.305,"end":838.805,"sentiment":"neutral","sentiment_score":-0.09603363275527954}],"sentiment":"neutral","sentiment_score":0.0788666924345307,"num_words":32,"start":801.78503,"end":838.805},{"sentences":[{"text":"Take your time.","start":840.23004,"end":841.29004,"sentiment":"neutral","sentiment_score":0.04816398893793424},{"text":"Oh, that would be great.","start":842.39,"end":843.43,"sentiment":"positive","sentiment_score":0.43546807765960693},{"text":"Thank you so much.","start":843.43,"end":844.47003,"sentiment":"positive","sentiment_score":0.5254631042480469},{"text":"But, yeah, definitely, once my ten months is up, we'll have to relook at, I suppose, even the amount again for cover because I'll have more debt by then if we find out how to work.","start":844.47003,"end":858.965,"sentiment":"neutral","sentiment_score":-0.04100994481187728},{"text":"Yep.","start":870.63,"end":871.13,"sentiment":"neutral","sentiment_score":0.05256301164627075}],"sentiment":"neutral","sentiment_score":0.06122224021474926,"num_words":49,"start":840.23004,"end":871.13},{"sentences":[{"text":"Yep.","start":877.91003,"end":878.41003,"sentiment":"neutral","sentiment_score":0.05447579175233841},{"text":"I think so.","start":879.75,"end":880.47003,"sentiment":"neutral","sentiment_score":0.2869776089986165},{"text":"That would be great.","start":880.47003,"end":881.415,"sentiment":"positive","sentiment_score":0.7107224017381668},{"text":"Okay.","start":891.735,"end":892.235,"sentiment":"neutral","sentiment_score":0.12252667546272278},{"text":"Mhmm.","start":898.83,"end":899.33,"sentiment":"neutral","sentiment_score":0.11196333914995192}],"sentiment":"positive","sentiment_score":0.399278824031353,"num_words":10,"start":877.91003,"end":899.33},{"sentences":[{"text":"No worries.","start":915.995,"end":916.735,"sentiment":"neutral","sentiment_score":0.08183147758245468},{"text":"Nope.","start":947.765,"end":947.84503,"sentiment":"neutral","sentiment_score":-0.0690440833568573},{"text":"No.","start":947.84503,"end":948.085,"sentiment":"neutral","sentiment_score":-0.07070845365524292},{"text":"That's all good.","start":948.085,"end":948.80505,"sentiment":"neutral","sentiment_score":0.24002592265605927},{"text":"I understood everything.","start":948.80505,"end":950.10504,"sentiment":"positive","sentiment_score":0.39226510127385456}],"sentiment":"neutral","sentiment_score":0.19207834899425508,"num_words":10,"start":915.995,"end":950.10504},{"sentences":[{"text":"That's all good.","start":950.325,"end":951.205,"sentiment":"positive","sentiment_score":0.589424212773641},{"text":"I'll sign up as soon as I get it.","start":951.205,"end":953.465,"sentiment":"positive","sentiment_score":0.45318478014734054},{"text":"No.","start":966.35,"end":966.85,"sentiment":"neutral","sentiment_score":-0.18097366392612457},{"text":"That's okay.","start":976.715,"end":977.455,"sentiment":"neutral","sentiment_score":0.0662742555141449},{"text":"Okay.","start":994.35004,"end":994.83,"sentiment":"neutral","sentiment_score":0.15452677011489868}],"sentiment":"positive","sentiment_score":0.37206482980400324,"num_words":16,"start":950.325,"end":994.83},{"sentences":[{"text":"Yep.","start":994.83,"end":995.33,"sentiment":"neutral","sentiment_score":0.31896036863327026},{"text":"Yes.","start":1034.125,"end":1034.625,"sentiment":"neutral","sentiment_score":0.1812051683664322},{"text":"No.","start":1057.645,"end":1057.9651,"sentiment":"neutral","sentiment_score":-0.05396629497408867},{"text":"And yes.","start":1057.9651,"end":1058.7051,"sentiment":"neutral","sentiment_score":0.01296394132077694},{"text":"Okay.","start":1061.88,"end":1062.38,"sentiment":"neutral","sentiment_score":0.005535973235964775}],"sentiment":"neutral","sentiment_score":0.07961051631718874,"num_words":6,"start":994.83,"end":1062.38},{"sentences":[{"text":"No.","start":1077.8351,"end":1078.155,"sentiment":"neutral","sentiment_score":-0.2690057158470154},{"text":"I'm not unable.","start":1078.155,"end":1079.055,"sentiment":"neutral","sentiment_score":-0.18822402755419412},{"text":"No.","start":1115.875,"end":1116.375,"sentiment":"neutral","sentiment_score":-0.07328356802463531},{"text":"No.","start":1126.46,"end":1126.96,"sentiment":"neutral","sentiment_score":-0.06934315711259842},{"text":"No.","start":1136.5751,"end":1137.0751,"sentiment":"neutral","sentiment_score":-0.06361329555511475}],"sentiment":"neutral","sentiment_score":-0.1485596884574209,"num_words":7,"start":1077.8351,"end":1137.0751},{"sentences":[{"text":"No.","start":1150.17,"end":1150.67,"sentiment":"neutral","sentiment_score":-0.06448628753423691},{"text":"No.","start":1189.735,"end":1190.0549,"sentiment":"neutral","sentiment_score":0.021032869815826416},{"text":"It's all good.","start":1190.0549,"end":1190.855,"sentiment":"neutral","sentiment_score":0.1801904241243998},{"text":"Thank you.","start":1190.855,"end":1191.595,"sentiment":"positive","sentiment_score":0.3838563859462738},{"text":"No.","start":1195.6549,"end":1195.975,"sentiment":"neutral","sentiment_score":0.0094914548099041}],"sentiment":"neutral","sentiment_score":0.15929026016965508,"num_words":8,"start":1150.17,"end":1195.975},{"sentences":[{"text":"Thanks for helping me out there.","start":1195.975,"end":1197.735,"sentiment":"neutral","sentiment_score":0.06969947864611943},{"text":"No.","start":1197.735,"end":1197.8949,"sentiment":"neutral","sentiment_score":0.03461954742670059},{"text":"That's all good.","start":1197.8949,"end":1198.955,"sentiment":"neutral","sentiment_score":0.18469655265410742},{"text":"I appreciate that.","start":1208.57,"end":1209.79,"sentiment":"positive","sentiment_score":0.7378871639569601},{"text":"Hi.","start":1210.97,"end":1211.29,"sentiment":"neutral","sentiment_score":0.2501372694969177}],"sentiment":"neutral","sentiment_score":0.2479074884738241,"num_words":14,"start":1195.975,"end":1211.29},{"sentences":[{"text":"Thank you.","start":1211.29,"end":1212.03,"sentiment":"positive","sentiment_score":0.45892661809921265},{"text":"Okay.","start":1222.235,"end":1222.715,"sentiment":"neutral","sentiment_score":0.23510196805000305},{"text":"Thank you so much.","start":1222.715,"end":1223.799,"sentiment":"positive","sentiment_score":0.726758137345314},{"text":"You too.","start":1228.7589,"end":1229.3989,"sentiment":"positive","sentiment_score":0.5819011330604553},{"text":"Thank you.","start":1229.3989,"end":1230.1389,"sentiment":"positive","sentiment_score":0.6591963469982147}],"sentiment":"positive","sentiment_score":0.5947438830679114,"num_words":11,"start":1211.29,"end":1230.1389},{"sentences":[{"text":"Bye.","start":1232.2789,"end":1232.7789,"sentiment":"neutral","sentiment_score":-0.10571300983428956}],"sentiment":"neutral","sentiment_score":-0.10571300983428956,"num_words":1,"start":1232.2789,"end":1232.7789}]}}]}],"paragraphs":{"transcript":"\nChannel 1: If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Dana Taylor, OQ Financial.\n\nChannel 1: Thanks, Dana Taylor. Please stay on the line. Hello?\n\nChannel 0: Hi, Simone. It's Dana from Oakview Financial. How are you today?\n\nChannel 1: I'm pretty good. Thanks. How are you?\n\nChannel 0: I'm very well. Thank you. Thanks for asking. Thank you so much for accepting our call today. We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far.\n\nBefore I jump into the call, I just need to confirm that we do record our calls for quality and training purposes. Are you happy for me to proceed with that moving forward?\n\nChannel 1: Yep. Sure.\n\nChannel 0: Lovely. And we do do security there as well. We are discussing your personal information. So I just need to confirm your full name, date of birth, and address I should have on file for you.\n\nChannel 1: Simone Cardoso, twenty third of\n\nChannel 0: Yeah.\n\nChannel 1: March 1983, Ken Wareham Court, Hillside, Victoria 3037.\n\nChannel 0: Beautiful. Thank you so much for that. Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet. We decided to give a pre assessment. The main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025.\n\nWhen it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board. So we didn't submit the application to the insurer. We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that. So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment. It doesn't mean that we don't have anywhere to go.\n\nWhat I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with. One is that we can just look at not having any insurance cover for the moment. We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time. So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly. And then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider.\n\nOr we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process. Do you sort of have an idea of which way you would like to go with that at the moment?\n\nChannel 1: I would like to get some cover now because another thing I wanted\n\nChannel 0: Yeah.\n\nChannel 1: to talk to you about today is that me and my partner, we're looking for we're looking to buy a principal home.\n\nChannel 0: Okay.\n\nChannel 1: So my debt is going to increase.\n\nChannel 0: Yeah.\n\nChannel 1: So if I could have some sort of cover in the meantime, that would\n\nChannel 0: Yeah.\n\nChannel 1: be better than nothing. And\n\nChannel 0: Absolutely.\n\nChannel 1: next time, I think I'll just probably not be so honest on my application.\n\nChannel 0: Look. In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates. So, depending on, you know, the drug use, all the bits and pieces that could come out at the end. And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim. So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there.\n\nIt means there's no decline that has to be disclosed in the future, which is to your benefit as well.\n\nChannel 1: Okay. Alright.\n\nChannel 0: So what so I know it sounds horrible.\n\nChannel 1: That's\n\nChannel 0: I'm so sorry. But we are only ten months away from that, but I honestly think you did the right thing by disclosing that. And in our industry,\n\nChannel 1: it.\n\nChannel 0: we see that a lot. So we don't judge in any way, shape, or form. We just look at how we can kinda move forward to help you along. Okay?\n\nChannel 1: Okay. Yep.\n\nChannel 0: Oh, good. So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them. That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD. It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now. It means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark.\n\nChannel 1: Okay.\n\nChannel 0: In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open. So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this\n\nChannel 1: Oh, okay.\n\nChannel 0: completely set up. So so what we can do now is I've actually got the quote. Do you have access to your emails at the moment?\n\nChannel 1: Yep. Yep. I'll just\n\nChannel 0: Yep.\n\nChannel 1: open it\n\nChannel 0: That's\n\nChannel 1: up. One\n\nChannel 0: it.\n\nChannel 1: sec.\n\nChannel 0: You're right. I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me. It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well. So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover. I'll just wait for you to open that before we go any further just so\n\nChannel 1: Okay.\n\nChannel 0: you'll see what I'm looking at.\n\nChannel 1: I just had you on loudspeaker for a second.\n\nChannel 0: No. That's okay. You're fine. Has that email popped through to you there?\n\nChannel 1: Not yet.\n\nChannel 0: No. That's okay. Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign.\n\nChannel 1: It's come through now.\n\nChannel 0: Perfect. Perfect. So with the quote there, you do need\n\nChannel 1: Okay.\n\nChannel 0: to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this. But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen. This is the most that they're willing to offer under this sort of group rate group cover. But the cost there is about $26.18 on a monthly basis there. So multiplying\n\nChannel 1: Okay.\n\nChannel 0: that by twelve months means you'd pay about $314.16 for the year for the cover.\n\nChannel 1: Okay.\n\nChannel 0: These are deducted on a monthly basis as well. So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover.\n\nChannel 1: Okay.\n\nChannel 0: We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there. Does that make sense?\n\nChannel 1: Yep. That makes sense. I'm happy to\n\nChannel 0: Yeah.\n\nChannel 1: send it and complete the document.\n\nChannel 0: Yeah. Beautiful. So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed. We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm. It's\n\nChannel 1: Okay.\n\nChannel 0: essentially meaning that you're accepting the advice now prior to us providing you with the advice document. So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four. It is a lower amount. However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark.\n\nChannel 1: Okay.\n\nChannel 0: The advantage is that it is giving you a bit of extra cover now, which is important. It's definitely important to yourself to have that life and TBD component. It is also cheaper and group cover, so you're not having to go through the whole underwriting process there. The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover. So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about yourself.\n\nWhereas with this sort of group cover, they don't underwrite the beginning of the process. They essentially look at wait till you go to claim. And then at claim time, they sort of book your medical certificates and really go through the underwriting process then. I don't see any problem with that in any way, shape, or form, but there are risks that depending on the claim that you are making and your previous medical history with group cover, there is a risk that you may not be able to claim for the certain instance. But the kind of with insurances, the biggest risk is that you have all these insurances, you pay the premiums, and that you never actually claim on it ever at all as well.\n\nDoes that all make sense so far? Do you have any\n\nChannel 1: Yep.\n\nChannel 0: questions? Yeah?\n\nChannel 1: Not about this. This is\n\nChannel 0: Yeah.\n\nChannel 1: clear.\n\nChannel 0: Yep.\n\nChannel 1: That's more about when we catch up next time. I don't\n\nChannel 0: Yep.\n\nChannel 1: know if this is something that I need to speak with you about.\n\nChannel 0: Yeah.\n\nChannel 1: Like I said, me and my partner are looking to get a home, like, a principal home together. And I have\n\nChannel 0: Yeah.\n\nChannel 1: an apartment, but it's a service department.\n\nChannel 0: Okay.\n\nChannel 1: And in this whole process, the broker, when she was trying to see, like, which bank would preapprove our loan and all that, I found\n\nChannel 0: Yeah.\n\nChannel 1: out that my property is high risk. Like, it's blacklisted. It is high risk. And so, like,\n\nChannel 0: Really?\n\nChannel 1: Westpac and, yeah, Bank\n\nChannel 0: Yeah.\n\nChannel 1: of Melbourne won't won't honor, like, the equity in the property. So she suggested, like, a private lender,\n\nChannel 0: Right.\n\nChannel 1: which I've also asked my accountant about. But I\n\nChannel 0: Yeah.\n\nChannel 1: just wanted to know, like, is this something that you normally also help your clients with? Or\n\nChannel 0: We can't. Just with the lending aspect, it's kind of outside of the financial advice for us. It's but\n\nChannel 1: yep.\n\nChannel 0: we do have because you said you've spoken to a broker. We do have some other brokers that we can certainly refer you through to. When it comes to the lending aspect, we can provide financial advice around so there's a the cash on budgeting side of things, helping debt reduction, things like that. But when it comes to actually borrowing, we do have to refer you through to a mortgage broker for those services because we\n\nChannel 1: Oh,\n\nChannel 0: don't\n\nChannel 1: that's\n\nChannel 0: have a\n\nChannel 1: it.\n\nChannel 0: credit license, essentially. Did you you said you have spoken to a broker, or\n\nChannel 1: Okay.\n\nChannel 0: was it just\n\nChannel 1: Yeah.\n\nChannel 0: your bank\n\nChannel 1: No.\n\nChannel 0: that\n\nChannel 1: She's\n\nChannel 0: you've spoken\n\nChannel 1: she's\n\nChannel 0: to?\n\nChannel 1: family. So, like, we're happy with her. I just wanted to, I don't know, I suppose, get your professional opinion\n\nChannel 0: Yeah.\n\nChannel 1: on that\n\nChannel 0: Yeah.\n\nChannel 1: matter, but that's\n\nChannel 0: That\n\nChannel 1: all\n\nChannel 0: that's really interesting because realist I mean, if if the banks have essentially blacklisted,\n\nChannel 1: good.\n\nChannel 0: did they explain why they've blacklisted that? What was the the risk component? Or\n\nChannel 1: Because it's a commercial property and it's\n\nChannel 0: right.\n\nChannel 1: on a long term lease\n\nChannel 0: Right.\n\nChannel 1: with a business. So,\n\nChannel 0: Yep.\n\nChannel 1: I mean,\n\nChannel 0: So so the equity\n\nChannel 1: it's harder.\n\nChannel 0: would all come down to what the business is making at the time.\n\nChannel 1: I don't think so because the business so I'm the landlord, and the business is\n\nChannel 0: Yep.\n\nChannel 1: my tenant. So they're paying\n\nChannel 0: Okay.\n\nChannel 1: me, you know, rent\n\nChannel 0: Yeah.\n\nChannel 1: to use that apartment and, you know, whatever they need to do with it.\n\nChannel 0: Yeah.\n\nChannel 1: But the it's like when I bought it, there was already, like, a long term agreement, which is gonna expire in 2028. And then you have the option to renew the lease for five\n\nChannel 0: Right. Right.\n\nChannel 1: years. So I don't know. But anyway so that was pretty shuddering. But\n\nChannel 0: Yeah.\n\nChannel 1: there's a solution\n\nChannel 0: Absolutely.\n\nChannel 1: for me. It just means, like, you know, I'd be paying, like, higher interest rates and\n\nChannel 0: Absolutely. Yeah. No. Definitely. Unfortunately, that does fall just a little bit outside of our scope, and I do apologize about that.\n\nChannel 1: No. That's okay.\n\nChannel 0: But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity? Or\n\nChannel 1: Yeah. She's\n\nChannel 0: A\n\nChannel 1: found\n\nChannel 0: private\n\nChannel 1: one\n\nChannel 0: lender?\n\nChannel 1: for me. Yeah.\n\nChannel 0: Okay.\n\nChannel 1: She's found one. So that's okay. I'll run it through Chatty\n\nChannel 0: Perfect.\n\nChannel 1: d t later as well and see what else comes\n\nChannel 0: Yeah.\n\nChannel 1: up. But\n\nChannel 0: That's\n\nChannel 1: yeah.\n\nChannel 0: okay. If you like, I can do a little bit of additional research for you and maybe, you know, send through a bit of information if I can find anything on on that sort of scenario for you just as a bit of general information. I'm happy just to do a bit of research on that because that's quite interesting. And, I mean, I've obviously not really heard of that happening before. I've never seen that happen to anyone before.\n\nSo\n\nChannel 1: I mean, if it interests you, I will not say no.\n\nChannel 0: no. That's not a problem at all. I'll definitely have a look at that for you. I do have a few additional calls this afternoon. It might be sort of after hours, but I definitely\n\nChannel 1: Oh, no.\n\nChannel 0: like\n\nChannel 1: No.\n\nChannel 0: to have a bit of a look. And I can email\n\nChannel 1: Take\n\nChannel 0: some\n\nChannel 1: your\n\nChannel 0: information\n\nChannel 1: time.\n\nChannel 0: through for you. Perfect.\n\nChannel 1: Oh, that would be great. Thank you so much. But, yeah,\n\nChannel 0: No.\n\nChannel 1: definitely, once\n\nChannel 0: Yeah.\n\nChannel 1: my ten months is up, we'll have to\n\nChannel 0: Mhmm.\n\nChannel 1: relook at, I suppose, even the amount again for cover\n\nChannel 0: Yes.\n\nChannel 1: because I'll have more debt by then\n\nChannel 0: Yeah. That's okay. Not a problem\n\nChannel 1: if\n\nChannel 0: at\n\nChannel 1: we\n\nChannel 0: all.\n\nChannel 1: find\n\nChannel 0: So\n\nChannel 1: out\n\nChannel 0: are\n\nChannel 1: how to\n\nChannel 0: you,\n\nChannel 1: work.\n\nChannel 0: yeah, absolutely. Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that\n\nChannel 1: Yep.\n\nChannel 0: we will review down the track. We'll do a catch up and review the level of cover and the lender available to you at that ten month mark. Is that something\n\nChannel 1: Yep.\n\nChannel 0: you're comfortable with me doing?\n\nChannel 1: I think so. That would be great.\n\nChannel 0: Yep. Perfect. Not a problem at all. I do just have, a couple of eligibility questions. Just four, five questions I have to ask as well just for the application side of things.\n\nChannel 1: Okay.\n\nChannel 0: Once I've got these questions done after the call, I'll email through the application the same way through OdooSign there. If you can\n\nChannel 1: Mhmm.\n\nChannel 0: just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back.\n\nChannel 1: No\n\nChannel 0: But\n\nChannel 1: worries.\n\nChannel 0: signing the quote and the application day, essentially, is you allowing us to put this into force, and we're just doing this. It's called critical advice. So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first. As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame. Does that sound okay?\n\nDo you have questions in relation to that?\n\nChannel 1: Nope. No. That's all good. I understood everything. That's all good.\n\nChannel 0: Perfect.\n\nChannel 1: I'll sign up as soon as I get it.\n\nChannel 0: Beautiful. Thank you so much. The four the five questions I have here, the first one is, are you, sorry, are you due to illness or injury, currently absent from work or restricted or unable to perform your full normal duties?\n\nChannel 1: No.\n\nChannel 0: No. Beautiful. I also just have to. Sorry. I also have to read to you.\n\nSorry. One second. I\n\nChannel 1: That's\n\nChannel 0: also\n\nChannel 1: okay.\n\nChannel 0: have to find my duty of I know Jack read it to you the other day, but I just wanna make sure that we're doing things correct. So because this is the application form, I'm just gonna quickly read you the duty of reasonable care and the privacy policy, and then I'll run through those four or five questions for you. Okay?\n\nChannel 1: Okay. Yep.\n\nChannel 0: Perfect. So the duty of reasonable care, it says when applying for insurance, it is important that you answer the following questions to the best of your knowledge. As the applicant, you have a legal duty to take reasonable care, not to make a misrepresentation to the insurer before the contract of insurance is entered into. If this duty is not met, it can have a serious impact on your insurance such as your policy being voided or the terms of your cover may be changed, declined, or the benefit reduced. More information about the duty to take reasonable care can be found in the product disclosure statement, and I will provide that to you with the documents in the email today.\n\nDo you understand the your duty of reasonable care?\n\nChannel 1: Yes.\n\nChannel 0: Beautiful. With the privacy policy, it states, can I please confirm your consent to collect and use your personal information in accordance with the insurer's privacy policy, and that I will be submitting this application for you on your behalf today? Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement?\n\nChannel 1: No. And yes.\n\nChannel 0: Beautiful. Thank you so much for that. The first\n\nChannel 1: Okay.\n\nChannel 0: question again, sorry, is are you due to illness or injury currently absent from work, restricted, or unable to perform your full and normal duties of your usual occupation on a full time basis? So they're basically asking, are you unable to work for at least thirty hours per week?\n\nChannel 1: No. I'm not unable.\n\nChannel 0: No. Perfect. Option number two sorry. Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover?\n\nChannel 1: No.\n\nChannel 0: No. Perfect. The next one here is have you been diagnosed with or do you suffer from an illness or injury that may cause permanent inability to work?\n\nChannel 1: No.\n\nChannel 0: No. Perfect. And the next one is, have you ever had an application for death, TBD, trauma, or income protection declined?\n\nChannel 1: No.\n\nChannel 0: No. Lovely. And have you ever had an application for death, TBD, trauma, income protection cover accepted, offered or offered with loadings, limited terms, or exclusions.\n\nChannel 1: No.\n\nChannel 0: No. Perfect. Thank you for that. Sorry. These questions can be really long.\n\nThat's you've answered no to all of those. It does show eligibility there. What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information. We'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you. I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days.\n\nIf you have any questions in the meantime, you're more than welcome to let me know. Is there any questions you might have at the moment?\n\nChannel 1: No. It's all good. Thank you.\n\nChannel 0: Beautiful. That's okay. Thank you so much for your time today. I appreciate it. I know it\n\nChannel 1: No.\n\nChannel 0: was\n\nChannel 1: Thanks\n\nChannel 0: kinda\n\nChannel 1: for\n\nChannel 0: short\n\nChannel 1: helping\n\nChannel 0: notice.\n\nChannel 1: me out there. No. That's\n\nChannel 0: We do.\n\nChannel 1: all good.\n\nChannel 0: That That's okay. We thought, look, we've got this option here. We better so jump in really quickly and see if we can get that and give you all the options. I didn't want you to miss the window for this option here. So I really appreciate\n\nChannel 1: I appreciate\n\nChannel 0: you making\n\nChannel 1: that.\n\nChannel 0: that time for me.\n\nChannel 1: Hi.\n\nChannel 0: All\n\nChannel 1: Thank\n\nChannel 0: I'll do\n\nChannel 1: you.\n\nChannel 0: is, that's okay. I'll do some additional research for you, and I'll email that through to you. If you do have any questions in the meantime, let me know, but I'll get that back into this for you. Okay?\n\nChannel 1: Okay. Thank you so much.\n\nChannel 0: That's okay. Thank you for your time, Simone. I really appreciate it. You have a lovely afternoon.\n\nChannel 1: You too. Thank you.\n\nChannel 0: Thanks. See you later. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.16,"end":4.66,"sentiment":"neutral","sentiment_score":0.0011076811933889985}],"sentiment":"neutral","sentiment_score":0.0011076811933889985,"channel":1,"num_words":16,"start":0.16,"end":4.66},{"sentences":[{"text":"Dana Taylor, OQ Financial.","start":7.04,"end":8.74,"sentiment":"neutral","sentiment_score":0.026522695552557707}],"sentiment":"neutral","sentiment_score":0.026522695552557707,"channel":0,"num_words":4,"start":7.04,"end":8.74},{"sentences":[{"text":"Thanks, Dana Taylor.","start":13.84,"end":15.139999,"sentiment":"neutral","sentiment_score":0.3281884590784709},{"text":"Please stay on the line.","start":15.325,"end":16.465,"sentiment":"neutral","sentiment_score":0.15890951156616212},{"text":"Hello?","start":18.845,"end":19.345,"sentiment":"neutral","sentiment_score":0.08895844221115112}],"sentiment":"neutral","sentiment_score":0.2075634863641527,"channel":1,"num_words":9,"start":13.84,"end":19.345},{"sentences":[{"text":"Hi, Simone.","start":20.415,"end":21.135,"sentiment":"neutral","sentiment_score":0.1878790333867073},{"text":"It's Dana from Oakview Financial.","start":21.135,"end":22.675,"sentiment":"neutral","sentiment_score":0.17532647848129274},{"text":"How are you today?","start":22.735,"end":23.635,"sentiment":"neutral","sentiment_score":0.23806574195623398}],"sentiment":"neutral","sentiment_score":0.20042303881861948,"channel":0,"num_words":11,"start":20.415,"end":23.635},{"sentences":[{"text":"I'm pretty good.","start":23.724998,"end":24.605,"sentiment":"positive","sentiment_score":0.5548794070879618},{"text":"Thanks.","start":24.605,"end":24.925,"sentiment":"positive","sentiment_score":0.6127922534942627},{"text":"How are you?","start":24.925,"end":25.825,"sentiment":"positive","sentiment_score":0.3587150275707245}],"sentiment":"positive","sentiment_score":0.4790822224957602,"channel":1,"num_words":7,"start":23.724998,"end":25.825},{"sentences":[{"text":"I'm very well.","start":26.11,"end":26.990002,"sentiment":"positive","sentiment_score":0.5470365484555563},{"text":"Thank you.","start":26.990002,"end":27.310001,"sentiment":"positive","sentiment_score":0.6683843433856964},{"text":"Thanks for asking.","start":27.310001,"end":28.37,"sentiment":"positive","sentiment_score":0.6175413926442465},{"text":"Thank you so much for accepting our call today.","start":28.91,"end":30.91,"sentiment":"positive","sentiment_score":0.6668648521105448},{"text":"We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far.","start":30.91,"end":36.05,"sentiment":"neutral","sentiment_score":0.3078083303712663}],"sentiment":"positive","sentiment_score":0.45516476623321833,"channel":0,"num_words":38,"start":26.11,"end":36.05},{"sentences":[{"text":"Before I jump into the call, I just need to confirm that we do record our calls for quality and training purposes.","start":36.475002,"end":41.595,"sentiment":"neutral","sentiment_score":0.1350467133928429},{"text":"Are you happy for me to proceed with that moving forward?","start":41.595,"end":44.175,"sentiment":"positive","sentiment_score":0.3936695158481598}],"sentiment":"neutral","sentiment_score":0.22125431421128186,"channel":0,"num_words":33,"start":36.475002,"end":44.175},{"sentences":[{"text":"Yep.","start":44.395,"end":44.635,"sentiment":"neutral","sentiment_score":0.1586875319480896},{"text":"Sure.","start":44.635,"end":45.135,"sentiment":"neutral","sentiment_score":0.28951406478881836}],"sentiment":"neutral","sentiment_score":0.22410079836845398,"channel":1,"num_words":2,"start":44.395,"end":45.135},{"sentences":[{"text":"Lovely.","start":45.675,"end":46.075,"sentiment":"positive","sentiment_score":0.4204459190368652},{"text":"And we do do security there as well.","start":46.075,"end":47.595,"sentiment":"neutral","sentiment_score":0.17982007563114166},{"text":"We are discussing your personal information.","start":47.595,"end":49.170002,"sentiment":"neutral","sentiment_score":0.07100161040822665},{"text":"So I just need to confirm your full name, date of birth, and address I should have on file for you.","start":49.170002,"end":53.670002,"sentiment":"neutral","sentiment_score":0.08590800261923245}],"sentiment":"neutral","sentiment_score":0.11358567337608999,"channel":0,"num_words":36,"start":45.675,"end":53.670002},{"sentences":[{"text":"Simone Cardoso, twenty third of","start":54.074997,"end":56.155,"sentiment":"neutral","sentiment_score":0.01701478660106659}],"sentiment":"neutral","sentiment_score":0.01701478660106659,"channel":1,"num_words":5,"start":54.074997,"end":56.155},{"sentences":[{"text":"Yeah.","start":56.13,"end":56.63,"sentiment":"neutral","sentiment_score":0.01643652841448784}],"sentiment":"neutral","sentiment_score":0.01643652841448784,"channel":0,"num_words":1,"start":56.13,"end":56.63},{"sentences":[{"text":"March 1983, Ken Wareham Court, Hillside, Victoria 3037.","start":56.155,"end":61.48,"sentiment":"neutral","sentiment_score":0.02811631141230464}],"sentiment":"neutral","sentiment_score":0.02811631141230464,"channel":1,"num_words":8,"start":56.155,"end":61.48},{"sentences":[{"text":"Beautiful.","start":62.015,"end":62.495,"sentiment":"positive","sentiment_score":0.49083006381988525},{"text":"Thank you so much for that.","start":62.495,"end":64.115005,"sentiment":"positive","sentiment_score":0.6127165754636129},{"text":"Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet.","start":64.335,"end":75.97,"sentiment":"neutral","sentiment_score":-0.12713414754363753},{"text":"We decided to give a pre assessment.","start":75.97,"end":77.670006,"sentiment":"neutral","sentiment_score":-0.09917052090167999},{"text":"The main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025.","start":78.05,"end":89.825,"sentiment":"neutral","sentiment_score":-0.14211637132308064}],"sentiment":"neutral","sentiment_score":-0.07442949946141905,"channel":0,"num_words":90,"start":62.015,"end":89.825},{"sentences":[{"text":"When it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board.","start":90.685,"end":101.97,"sentiment":"negative","sentiment_score":-0.34427965785327713},{"text":"So we didn't submit the application to the insurer.","start":101.97,"end":105.01,"sentiment":"negative","sentiment_score":-0.34204735192987656},{"text":"We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that.","start":105.01,"end":111.17,"sentiment":"neutral","sentiment_score":-0.17001541282819665},{"text":"So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment.","start":111.17,"end":119.055,"sentiment":"negative","sentiment_score":-0.4863557306856945},{"text":"It doesn't mean that we don't have anywhere to go.","start":119.835,"end":122.335,"sentiment":"negative","sentiment_score":-0.38300656229257585}],"sentiment":"negative","sentiment_score":-0.34867696764819117,"channel":0,"num_words":109,"start":90.685,"end":122.335},{"sentences":[{"text":"What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with.","start":122.875,"end":129.42,"sentiment":"neutral","sentiment_score":-0.06016062547763189},{"text":"One is that we can just look at not having any insurance cover for the moment.","start":129.74,"end":133.68,"sentiment":"neutral","sentiment_score":-0.09204721124842763},{"text":"We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time.","start":134.38,"end":141.675,"sentiment":"neutral","sentiment_score":0.001176641363164653},{"text":"So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly.","start":141.755,"end":147.13501,"sentiment":"neutral","sentiment_score":0.10375198620286855},{"text":"And then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider.","start":147.435,"end":157.295,"sentiment":"neutral","sentiment_score":0.036775362328626215}],"sentiment":"neutral","sentiment_score":0.0016979178701474415,"channel":0,"num_words":123,"start":122.875,"end":157.295},{"sentences":[{"text":"Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process.","start":157.89,"end":177.245,"sentiment":"neutral","sentiment_score":0.10353702096776529},{"text":"Do you sort of have an idea of which way you would like to go with that at the moment?","start":178.105,"end":182.045,"sentiment":"neutral","sentiment_score":-0.026260165311396123}],"sentiment":"neutral","sentiment_score":0.06892443795998891,"channel":0,"num_words":75,"start":157.89,"end":182.045},{"sentences":[{"text":"I would like to get some cover now because another thing I wanted","start":182.545,"end":185.825,"sentiment":"neutral","sentiment_score":-0.013244808579866704}],"sentiment":"neutral","sentiment_score":-0.013244808579866704,"channel":1,"num_words":13,"start":182.545,"end":185.825},{"sentences":[{"text":"Yeah.","start":185.625,"end":186.125,"sentiment":"neutral","sentiment_score":-0.0007825680077075958}],"sentiment":"neutral","sentiment_score":-0.0007825680077075958,"channel":0,"num_words":1,"start":185.625,"end":186.125},{"sentences":[{"text":"to talk to you about today is that me and my partner, we're looking for we're looking to buy a principal home.","start":185.825,"end":192.485,"sentiment":"neutral","sentiment_score":-0.004879177717322653}],"sentiment":"neutral","sentiment_score":-0.004879177717322653,"channel":1,"num_words":22,"start":185.825,"end":192.485},{"sentences":[{"text":"Okay.","start":192.91,"end":193.41,"sentiment":"neutral","sentiment_score":-0.14063915610313416}],"sentiment":"neutral","sentiment_score":-0.14063915610313416,"channel":0,"num_words":1,"start":192.91,"end":193.41},{"sentences":[{"text":"So my debt is going to increase.","start":193.505,"end":197.685,"sentiment":"negative","sentiment_score":-0.35617012211254667}],"sentiment":"negative","sentiment_score":-0.35617012211254667,"channel":1,"num_words":7,"start":193.505,"end":197.685},{"sentences":[{"text":"Yeah.","start":198.27,"end":198.77,"sentiment":"neutral","sentiment_score":-0.13317987322807312}],"sentiment":"neutral","sentiment_score":-0.13317987322807312,"channel":0,"num_words":1,"start":198.27,"end":198.77},{"sentences":[{"text":"So if I could have some sort of cover in the meantime, that would","start":198.54,"end":202.86,"sentiment":"neutral","sentiment_score":-0.09921941107937268}],"sentiment":"neutral","sentiment_score":-0.09921941107937268,"channel":1,"num_words":14,"start":198.54,"end":202.86},{"sentences":[{"text":"Yeah.","start":202.845,"end":203.345,"sentiment":"neutral","sentiment_score":-0.05087701976299286}],"sentiment":"neutral","sentiment_score":-0.05087701976299286,"channel":0,"num_words":1,"start":202.845,"end":203.345},{"sentences":[{"text":"be better than nothing.","start":202.86,"end":204.0,"sentiment":"neutral","sentiment_score":-0.14930621534585953},{"text":"And","start":204.22,"end":204.45999,"sentiment":"neutral","sentiment_score":-0.16459448635578156}],"sentiment":"neutral","sentiment_score":-0.15236386954784392,"channel":1,"num_words":5,"start":202.86,"end":204.45999},{"sentences":[{"text":"Absolutely.","start":204.285,"end":204.785,"sentiment":"neutral","sentiment_score":-0.24445706605911255}],"sentiment":"neutral","sentiment_score":-0.24445706605911255,"channel":0,"num_words":1,"start":204.285,"end":204.785},{"sentences":[{"text":"next time, I think I'll just probably not be so honest on my application.","start":204.45999,"end":208.88,"sentiment":"negative","sentiment_score":-0.5775224417448044}],"sentiment":"negative","sentiment_score":-0.5775224417448044,"channel":1,"num_words":14,"start":204.45999,"end":208.88},{"sentences":[{"text":"Look.","start":209.645,"end":209.88501,"sentiment":"neutral","sentiment_score":-0.29921209812164307},{"text":"In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates.","start":209.88501,"end":225.14001,"sentiment":"neutral","sentiment_score":-0.20076379925012589},{"text":"So, depending on, you know, the drug use, all the bits and pieces that could come out at the end.","start":225.28001,"end":230.755,"sentiment":"neutral","sentiment_score":-0.1391667690128088},{"text":"And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim.","start":230.975,"end":245.45999,"sentiment":"negative","sentiment_score":-0.37338259985501115},{"text":"So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there.","start":245.45999,"end":256.41998,"sentiment":"neutral","sentiment_score":0.1638762472253857}],"sentiment":"neutral","sentiment_score":-0.16481936948914683,"channel":0,"num_words":155,"start":209.645,"end":256.41998},{"sentences":[{"text":"It means there's no decline that has to be disclosed in the future, which is to your benefit as well.","start":256.41998,"end":262.36502,"sentiment":"positive","sentiment_score":0.3409630283713341}],"sentiment":"positive","sentiment_score":0.3409630283713341,"channel":0,"num_words":20,"start":256.41998,"end":262.36502},{"sentences":[{"text":"Okay.","start":262.19,"end":262.69,"sentiment":"neutral","sentiment_score":0.05940838530659675},{"text":"Alright.","start":262.83002,"end":263.33002,"sentiment":"neutral","sentiment_score":0.06318642199039459}],"sentiment":"neutral","sentiment_score":0.061297403648495674,"channel":1,"num_words":2,"start":262.19,"end":263.33002},{"sentences":[{"text":"So what so I know it sounds horrible.","start":263.14502,"end":266.02502,"sentiment":"neutral","sentiment_score":-0.12585055083036423}],"sentiment":"neutral","sentiment_score":-0.12585055083036423,"channel":0,"num_words":8,"start":263.14502,"end":266.02502},{"sentences":[{"text":"That's","start":266.025,"end":266.525,"sentiment":"neutral","sentiment_score":-0.2986685037612915}],"sentiment":"neutral","sentiment_score":-0.2986685037612915,"channel":1,"num_words":1,"start":266.025,"end":266.525},{"sentences":[{"text":"I'm so sorry.","start":266.02502,"end":266.745,"sentiment":"neutral","sentiment_score":-0.2448755999406179},{"text":"But we are only ten months away from that, but I honestly think you did the right thing by disclosing that.","start":266.745,"end":271.625,"sentiment":"neutral","sentiment_score":0.03732934904595216},{"text":"And in our industry,","start":271.625,"end":272.58502,"sentiment":"neutral","sentiment_score":-0.021998923271894455}],"sentiment":"neutral","sentiment_score":-0.0013823629623012873,"channel":0,"num_words":28,"start":266.02502,"end":272.58502},{"sentences":[{"text":"it.","start":272.4075,"end":272.9075,"sentiment":"neutral","sentiment_score":-0.017959926277399063}],"sentiment":"neutral","sentiment_score":-0.017959926277399063,"channel":1,"num_words":1,"start":272.4075,"end":272.9075},{"sentences":[{"text":"we see that a lot.","start":272.58502,"end":273.33002,"sentiment":"neutral","sentiment_score":-0.08433751314878464},{"text":"So we don't judge in any way, shape, or form.","start":273.33002,"end":275.65,"sentiment":"neutral","sentiment_score":-0.10527297258377075},{"text":"We just look at how we can kinda move forward to help you along.","start":275.65,"end":278.71,"sentiment":"neutral","sentiment_score":0.20300184882112912},{"text":"Okay?","start":278.93,"end":279.43,"sentiment":"neutral","sentiment_score":0.0557827390730381}],"sentiment":"neutral","sentiment_score":0.047446377699573834,"channel":0,"num_words":30,"start":272.58502,"end":279.43},{"sentences":[{"text":"Okay.","start":279.19,"end":279.69,"sentiment":"neutral","sentiment_score":0.0811014175415039},{"text":"Yep.","start":279.75,"end":280.25,"sentiment":"neutral","sentiment_score":0.12674790620803833}],"sentiment":"neutral","sentiment_score":0.10392466187477112,"channel":1,"num_words":2,"start":279.19,"end":280.25},{"sentences":[{"text":"Oh, good.","start":280.77002,"end":281.35,"sentiment":"neutral","sentiment_score":0.30373314023017883},{"text":"So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them.","start":281.97,"end":290.825,"sentiment":"neutral","sentiment_score":0.13585350385734013},{"text":"That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD.","start":291.205,"end":297.625,"sentiment":"neutral","sentiment_score":0.17003846606787512},{"text":"It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now.","start":298.085,"end":306.50998,"sentiment":"neutral","sentiment_score":0.14467866214052325},{"text":"It means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark.","start":307.05,"end":314.83,"sentiment":"neutral","sentiment_score":0.04832151940753383}],"sentiment":"neutral","sentiment_score":0.122724124712163,"channel":0,"num_words":116,"start":280.77002,"end":314.83},{"sentences":[{"text":"Okay.","start":315.22998,"end":315.72998,"sentiment":"neutral","sentiment_score":0.0862119048833847}],"sentiment":"neutral","sentiment_score":0.0862119048833847,"channel":1,"num_words":1,"start":315.22998,"end":315.72998},{"sentences":[{"text":"In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open.","start":316.625,"end":326.145,"sentiment":"neutral","sentiment_score":0.07852313006597181},{"text":"So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this","start":326.145,"end":331.605,"sentiment":"neutral","sentiment_score":0.08964659238145464}],"sentiment":"neutral","sentiment_score":0.08301529753953218,"channel":0,"num_words":52,"start":316.625,"end":331.605},{"sentences":[{"text":"Oh, okay.","start":332.83502,"end":333.575,"sentiment":"neutral","sentiment_score":0.14212225377559662}],"sentiment":"neutral","sentiment_score":0.14212225377559662,"channel":1,"num_words":2,"start":332.83502,"end":333.575},{"sentences":[{"text":"completely set up.","start":333.54,"end":334.18,"sentiment":"neutral","sentiment_score":0.12701048205296198},{"text":"So so what we can do now is I've actually got the quote.","start":334.18,"end":337.13998,"sentiment":"neutral","sentiment_score":0.1361297179873173},{"text":"Do you have access to your emails at the moment?","start":337.13998,"end":339.4,"sentiment":"neutral","sentiment_score":0.05563349276781082}],"sentiment":"neutral","sentiment_score":0.10411741183354305,"channel":0,"num_words":26,"start":333.54,"end":339.4},{"sentences":[{"text":"Yep.","start":339.89,"end":340.21,"sentiment":"neutral","sentiment_score":0.09469711780548096},{"text":"Yep.","start":340.21,"end":340.61,"sentiment":"neutral","sentiment_score":0.09784618020057678},{"text":"I'll just","start":340.61,"end":341.35,"sentiment":"neutral","sentiment_score":0.10475465655326843}],"sentiment":"neutral","sentiment_score":0.10051315277814865,"channel":1,"num_words":4,"start":339.89,"end":341.35},{"sentences":[{"text":"Yep.","start":341.13998,"end":341.63998,"sentiment":"neutral","sentiment_score":0.08474238961935043}],"sentiment":"neutral","sentiment_score":0.08474238961935043,"channel":0,"num_words":1,"start":341.13998,"end":341.63998},{"sentences":[{"text":"open it","start":341.81,"end":342.21,"sentiment":"neutral","sentiment_score":0.08199060335755348}],"sentiment":"neutral","sentiment_score":0.08199060335755348,"channel":1,"num_words":2,"start":341.81,"end":342.21},{"sentences":[{"text":"That's","start":342.18,"end":342.5,"sentiment":"neutral","sentiment_score":0.14861050248146057}],"sentiment":"neutral","sentiment_score":0.14861050248146057,"channel":0,"num_words":1,"start":342.18,"end":342.5},{"sentences":[{"text":"up.","start":342.21,"end":342.45,"sentiment":"neutral","sentiment_score":0.11227157711982728},{"text":"One","start":342.45,"end":342.77,"sentiment":"neutral","sentiment_score":0.10367636382579803}],"sentiment":"neutral","sentiment_score":0.10797397047281265,"channel":1,"num_words":2,"start":342.21,"end":342.77},{"sentences":[{"text":"it.","start":342.5,"end":343.0,"sentiment":"neutral","sentiment_score":0.07492853701114655}],"sentiment":"neutral","sentiment_score":0.07492853701114655,"channel":0,"num_words":1,"start":342.5,"end":343.0},{"sentences":[{"text":"sec.","start":342.77,"end":343.27,"sentiment":"neutral","sentiment_score":0.08746033906936646}],"sentiment":"neutral","sentiment_score":0.08746033906936646,"channel":1,"num_words":1,"start":342.77,"end":343.27},{"sentences":[{"text":"You're right.","start":343.78,"end":344.26,"sentiment":"neutral","sentiment_score":0.2673211991786957},{"text":"I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me.","start":344.26,"end":349.20502,"sentiment":"neutral","sentiment_score":0.3133316282182932},{"text":"It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well.","start":349.825,"end":361.76,"sentiment":"neutral","sentiment_score":0.2091262196049546},{"text":"So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover.","start":361.76,"end":368.88,"sentiment":"neutral","sentiment_score":0.26843144478542463},{"text":"I'll just wait for you to open that before we go any further just so","start":368.88,"end":372.40002,"sentiment":"neutral","sentiment_score":0.09283531432350477}],"sentiment":"neutral","sentiment_score":0.23396447932749403,"channel":0,"num_words":102,"start":343.78,"end":372.40002},{"sentences":[{"text":"Okay.","start":372.34,"end":372.84,"sentiment":"neutral","sentiment_score":0.1063113808631897}],"sentiment":"neutral","sentiment_score":0.1063113808631897,"channel":1,"num_words":1,"start":372.34,"end":372.84},{"sentences":[{"text":"you'll see what I'm looking at.","start":372.40002,"end":374.02002,"sentiment":"neutral","sentiment_score":0.060705834378798805}],"sentiment":"neutral","sentiment_score":0.060705834378798805,"channel":0,"num_words":6,"start":372.40002,"end":374.02002},{"sentences":[{"text":"I just had you on loudspeaker for a second.","start":382.155,"end":384.415,"sentiment":"neutral","sentiment_score":0.0325049472351869}],"sentiment":"neutral","sentiment_score":0.0325049472351869,"channel":1,"num_words":9,"start":382.155,"end":384.415},{"sentences":[{"text":"No.","start":384.935,"end":385.09497,"sentiment":"neutral","sentiment_score":-0.030086997896432877},{"text":"That's okay.","start":385.09497,"end":385.895,"sentiment":"neutral","sentiment_score":0.04169244319200516},{"text":"You're fine.","start":385.895,"end":386.63498,"sentiment":"neutral","sentiment_score":0.15120495110750198},{"text":"Has that email popped through to you there?","start":392.07,"end":394.09,"sentiment":"neutral","sentiment_score":0.0557137590367347}],"sentiment":"neutral","sentiment_score":0.06164752792280454,"channel":0,"num_words":13,"start":384.935,"end":394.09},{"sentences":[{"text":"Not yet.","start":394.48,"end":395.22,"sentiment":"neutral","sentiment_score":-0.058684973046183586}],"sentiment":"neutral","sentiment_score":-0.058684973046183586,"channel":1,"num_words":2,"start":394.48,"end":395.22},{"sentences":[{"text":"No.","start":395.83,"end":396.07,"sentiment":"neutral","sentiment_score":-0.04639199376106262},{"text":"That's okay.","start":396.07,"end":396.89,"sentiment":"neutral","sentiment_score":0.02521982602775097},{"text":"Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign.","start":397.35,"end":402.73,"sentiment":"neutral","sentiment_score":0.06838400182979447}],"sentiment":"neutral","sentiment_score":0.060004654030005135,"channel":0,"num_words":24,"start":395.83,"end":402.73},{"sentences":[{"text":"It's come through now.","start":404.56,"end":405.86002,"sentiment":"neutral","sentiment_score":0.213882926851511}],"sentiment":"neutral","sentiment_score":0.213882926851511,"channel":1,"num_words":4,"start":404.56,"end":405.86002},{"sentences":[{"text":"Perfect.","start":408.245,"end":408.745,"sentiment":"positive","sentiment_score":0.6421112418174744},{"text":"Perfect.","start":413.04498,"end":413.525,"sentiment":"positive","sentiment_score":0.5798923969268799},{"text":"So with the quote there, you do need","start":413.525,"end":416.29,"sentiment":"neutral","sentiment_score":0.22274038009345531}],"sentiment":"neutral","sentiment_score":0.30039266794919967,"channel":0,"num_words":10,"start":408.245,"end":416.29},{"sentences":[{"text":"Okay.","start":416.22498,"end":416.72498,"sentiment":"neutral","sentiment_score":0.1227402687072754}],"sentiment":"neutral","sentiment_score":0.1227402687072754,"channel":1,"num_words":1,"start":416.22498,"end":416.72498},{"sentences":[{"text":"to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this.","start":416.29,"end":421.75,"sentiment":"neutral","sentiment_score":0.06052171015020075},{"text":"But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen.","start":422.13,"end":436.315,"sentiment":"neutral","sentiment_score":0.19696121944321526},{"text":"This is the most that they're willing to offer under this sort of group rate group cover.","start":436.695,"end":441.595,"sentiment":"neutral","sentiment_score":0.21264583135352416},{"text":"But the cost there is about $26.18 on a monthly basis there.","start":442.17,"end":447.29,"sentiment":"neutral","sentiment_score":0.09443065337836742},{"text":"So multiplying","start":447.29,"end":448.01,"sentiment":"neutral","sentiment_score":0.0990947000682354}],"sentiment":"neutral","sentiment_score":0.14823543659987903,"channel":0,"num_words":105,"start":416.29,"end":448.01},{"sentences":[{"text":"Okay.","start":447.555,"end":448.055,"sentiment":"neutral","sentiment_score":0.1068539097905159}],"sentiment":"neutral","sentiment_score":0.1068539097905159,"channel":1,"num_words":1,"start":447.555,"end":448.055},{"sentences":[{"text":"that by twelve months means you'd pay about $314.16 for the year for the cover.","start":448.01,"end":454.03,"sentiment":"neutral","sentiment_score":0.13227162808179854}],"sentiment":"neutral","sentiment_score":0.13227162808179854,"channel":0,"num_words":15,"start":448.01,"end":454.03},{"sentences":[{"text":"Okay.","start":454.43,"end":454.93,"sentiment":"neutral","sentiment_score":0.10375410318374634}],"sentiment":"neutral","sentiment_score":0.10375410318374634,"channel":1,"num_words":1,"start":454.43,"end":454.93},{"sentences":[{"text":"These are deducted on a monthly basis as well.","start":454.65,"end":458.155,"sentiment":"neutral","sentiment_score":0.11292648232645458},{"text":"So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover.","start":458.155,"end":471.215,"sentiment":"neutral","sentiment_score":0.11428457498550415}],"sentiment":"neutral","sentiment_score":0.11405395547736366,"channel":0,"num_words":53,"start":454.65,"end":471.215},{"sentences":[{"text":"Okay.","start":471.675,"end":472.175,"sentiment":"neutral","sentiment_score":0.07397820800542831}],"sentiment":"neutral","sentiment_score":0.07397820800542831,"channel":1,"num_words":1,"start":471.675,"end":472.175},{"sentences":[{"text":"We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there.","start":471.88998,"end":483.96997,"sentiment":"neutral","sentiment_score":0.039361196431390785},{"text":"Does that make sense?","start":483.96997,"end":485.11,"sentiment":"neutral","sentiment_score":0.08265598304569721}],"sentiment":"neutral","sentiment_score":0.04275686596976776,"channel":0,"num_words":51,"start":471.88998,"end":485.11},{"sentences":[{"text":"Yep.","start":485.21,"end":485.45,"sentiment":"neutral","sentiment_score":0.180736243724823},{"text":"That makes sense.","start":485.45,"end":486.33,"sentiment":"neutral","sentiment_score":0.2878359357515971},{"text":"I'm happy to","start":486.33,"end":486.97,"sentiment":"positive","sentiment_score":0.5891825556755066}],"sentiment":"positive","sentiment_score":0.4016845311437334,"channel":1,"num_words":7,"start":485.21,"end":486.97},{"sentences":[{"text":"Yeah.","start":486.865,"end":487.365,"sentiment":"positive","sentiment_score":0.33358123898506165}],"sentiment":"positive","sentiment_score":0.33358123898506165,"channel":0,"num_words":1,"start":486.865,"end":487.365},{"sentences":[{"text":"send it and complete the document.","start":486.97,"end":488.99,"sentiment":"positive","sentiment_score":0.4815235435962677}],"sentiment":"positive","sentiment_score":0.4815235435962677,"channel":1,"num_words":6,"start":486.97,"end":488.99},{"sentences":[{"text":"Yeah.","start":489.425,"end":489.745,"sentiment":"positive","sentiment_score":0.4843032360076904},{"text":"Beautiful.","start":489.745,"end":490.245,"sentiment":"positive","sentiment_score":0.6714181900024414},{"text":"So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed.","start":490.385,"end":503.96,"sentiment":"neutral","sentiment_score":0.28671796798706056},{"text":"We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm.","start":503.96,"end":516.57495,"sentiment":"neutral","sentiment_score":0.24179702965503044},{"text":"It's","start":516.95496,"end":517.27496,"sentiment":"neutral","sentiment_score":0.08849743008613586}],"sentiment":"neutral","sentiment_score":0.26944577649235724,"channel":0,"num_words":100,"start":489.425,"end":517.27496},{"sentences":[{"text":"Okay.","start":517.08997,"end":517.58997,"sentiment":"neutral","sentiment_score":0.0892103761434555}],"sentiment":"neutral","sentiment_score":0.0892103761434555,"channel":1,"num_words":1,"start":517.08997,"end":517.58997},{"sentences":[{"text":"essentially meaning that you're accepting the advice now prior to us providing you with the advice document.","start":517.27496,"end":522.65497,"sentiment":"neutral","sentiment_score":0.06502459789900218},{"text":"So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four.","start":522.795,"end":528.99,"sentiment":"neutral","sentiment_score":0.11725032292306423},{"text":"It is a lower amount.","start":529.07,"end":530.43,"sentiment":"neutral","sentiment_score":0.17260708808898925},{"text":"However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark.","start":530.43,"end":538.05,"sentiment":"neutral","sentiment_score":0.13895349204540253}],"sentiment":"neutral","sentiment_score":0.11720225486372199,"channel":0,"num_words":70,"start":517.27496,"end":538.05},{"sentences":[{"text":"Okay.","start":538.38,"end":538.88,"sentiment":"neutral","sentiment_score":0.3040122985839844}],"sentiment":"neutral","sentiment_score":0.3040122985839844,"channel":1,"num_words":1,"start":538.38,"end":538.88},{"sentences":[{"text":"The advantage is that it is giving you a bit of extra cover now, which is important.","start":538.51,"end":542.20996,"sentiment":"positive","sentiment_score":0.5178831009303823},{"text":"It's definitely important to yourself to have that life and TBD component.","start":543.07,"end":546.705,"sentiment":"positive","sentiment_score":0.56745845079422},{"text":"It is also cheaper and group cover, so you're not having to go through the whole underwriting process there.","start":546.84503,"end":552.22504,"sentiment":"neutral","sentiment_score":0.30853832317026036},{"text":"The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover.","start":552.68506,"end":559.91,"sentiment":"neutral","sentiment_score":-0.08915333775803447},{"text":"So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about 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essentially, is you allowing us to put this into force, and we're just doing this.","start":916.405,"end":922.72504,"sentiment":"neutral","sentiment_score":0.14215234836394136},{"text":"It's called critical advice.","start":922.72504,"end":924.085,"sentiment":"neutral","sentiment_score":0.11303714476525784},{"text":"So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first.","start":924.085,"end":932.71,"sentiment":"neutral","sentiment_score":0.0892738652383459},{"text":"As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame.","start":932.71,"end":944.405,"sentiment":"neutral","sentiment_score":0.14891726309433578},{"text":"Does that sound 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later.","start":1230.9589,"end":1231.8589,"sentiment":"positive","sentiment_score":0.5223862032095591},{"text":"Bye.","start":1231.9188,"end":1232.4188,"sentiment":"neutral","sentiment_score":0.2605191171169281}],"sentiment":"positive","sentiment_score":0.4886687517166138,"channel":0,"num_words":5,"start":1230.4789,"end":1232.4188},{"sentences":[{"text":"Bye.","start":1232.2789,"end":1232.7789,"sentiment":"neutral","sentiment_score":-0.10571300983428956}],"sentiment":"neutral","sentiment_score":-0.10571300983428956,"channel":1,"num_words":1,"start":1232.2789,"end":1232.7789}]},"summary":{"result":"success","short":"Representatives from Oakview Financial and Oakview Financial explain to customers that their coverage is based on standard group cover offered by insurers and can be updated if needed. The insurers need doctor's reports and certificates to confirm claims, and the coverage is a base level of coverage. The customer can update their insurance policy or refer to a mortgage broker for further advice. Representatives also offer to update the customer's insurance policy and provide financial advice. Customers can refer them to a mortgage broker for further advice and discuss the possibility of a private lender. Representatives promise to send statements of advice and offer to do additional research."},"intents":{"segments":[{"text":"So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment. It doesn't mean that we don't have anywhere to go. What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with. One is that we can just look at not having any insurance cover for the moment.","start_word":331,"end_word":415,"intents":[{"intent":"Request coverage","confidence_score":0.033408154}]},{"text":"Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process.","start_word":492,"end_word":546,"intents":[{"intent":"Confirm application","confidence_score":0.1868382}]},{"text":"In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates.","start_word":648,"end_word":704,"intents":[{"intent":"Request medical reports","confidence_score":0.028682971}]},{"text":"So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them.","start_word":896,"end_word":930,"intents":[{"intent":"Apply for cover","confidence_score":0.016193701}]},{"text":"So so what we can do now is I've actually got the quote. Do you have access to your emails at the moment? Yep. Yep.","start_word":1069,"end_word":1093,"intents":[{"intent":"Explain quote","confidence_score":0.024579123}]},{"text":"It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well. So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover.","start_word":1129,"end_word":1189,"intents":[{"intent":"Provide group cover","confidence_score":0.11374576}]},{"text":"that by twelve months means you'd pay about $314.16 for the year for the cover. Okay.","start_word":1381,"end_word":1396,"intents":[{"intent":"Provide cost for group cover","confidence_score":0.000031487096}]},{"text":"These are deducted on a monthly basis as well.","start_word":1397,"end_word":1405,"intents":[{"intent":"Deduct monthly payment","confidence_score":0.016177421}]},{"text":"So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover.","start_word":1407,"end_word":1450,"intents":[{"intent":"Update insurance options","confidence_score":0.017202908}]},{"text":"Does that make sense? Yep.","start_word":1498,"end_word":1502,"intents":[{"intent":"Ask for clarification","confidence_score":0.00036644744}]},{"text":"That makes sense. I'm happy to Yeah. send it and complete the document. Yeah. Beautiful.","start_word":1503,"end_word":1517,"intents":[{"intent":"Apologize for misunderstanding","confidence_score":0.00015587702}]},{"text":"We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm.","start_word":1568,"end_word":1614,"intents":[{"intent":"Update advice document","confidence_score":0.2169972}]},{"text":"essentially meaning that you're accepting the advice now prior to us providing you with the advice document. So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four. It is a lower amount. However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark. Okay.","start_word":1617,"end_word":1687,"intents":[{"intent":"Accept advice","confidence_score":0.017092334}]},{"text":"The advantage is that it is giving you a bit of extra cover now, which is important. It's definitely important to yourself to have that life and TBD component. It is also cheaper and group cover, so you're not having to go through the whole underwriting process there. The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover.","start_word":1688,"end_word":1759,"intents":[{"intent":"Provide additional cover","confidence_score":0.0028457255},{"intent":"Prefer group coverage","confidence_score":0.00009649505}]},{"text":"Just with the lending aspect, it's kind of outside of the financial advice for us.","start_word":2107,"end_word":2121,"intents":[{"intent":"Resolve lending issue","confidence_score":0.011901503}]},{"text":"But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity? Or Yeah.","start_word":2470,"end_word":2503,"intents":[{"intent":"Explore options","confidence_score":0.0110066775}]},{"text":"Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that Yep. we will review down the track. We'll do a catch up and review the level of cover and the lender available to you at that ten month mark.","start_word":2755,"end_word":2818,"intents":[{"intent":"Update","confidence_score":0.00026379174},{"intent":"Review cover","confidence_score":0.014311793}]},{"text":"I do just have, a couple of eligibility questions. Just four, five questions I have to ask as well just for the application side of things. Okay.","start_word":2841,"end_word":2867,"intents":[{"intent":"Ask eligibility questions","confidence_score":0.013445676}]},{"text":"just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back.","start_word":2892,"end_word":2950,"intents":[{"intent":"Submit","confidence_score":0.059874773}]},{"text":"I'll sign up as soon as I get it. Beautiful.","start_word":3073,"end_word":3082,"intents":[{"intent":"Sign up","confidence_score":0.4162465}]},{"text":"Thank you so much.","start_word":3083,"end_word":3086,"intents":[{"intent":"Express gratitude","confidence_score":0.0010698914}]},{"text":"Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement? No. And yes.","start_word":3383,"end_word":3416,"intents":[{"intent":"Assist with inquiries and policies","confidence_score":0.000002593812}]},{"text":"Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover? No. No. Perfect.","start_word":3487,"end_word":3554,"intents":[{"intent":"Identify eligibility and application status","confidence_score":0.0000013216622}]},{"text":"What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information. We'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you.","start_word":3657,"end_word":3717,"intents":[{"intent":"Complete application form","confidence_score":0.25377786}]},{"text":"I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days.","start_word":3718,"end_word":3746,"intents":[{"intent":"Send statement of advice update","confidence_score":0.176711}]},{"text":"If you have any questions in the meantime, you're more than welcome to let me know. Is there any questions you might have at the moment? No.","start_word":3747,"end_word":3773,"intents":[{"intent":"Provide assistance","confidence_score":0.062709324}]}]},"sentiments":{"segments":[{"text":"If you record your name and reason for calling, I'll see if this person is available. Dana Taylor, OQ Financial. Thanks, Dana Taylor. Please stay on the line. Hello? Hi, Simone. It's Dana from Oakview Financial. How are you today?","start_word":0,"end_word":39,"sentiment":"neutral","sentiment_score":0.11585867404937744},{"text":"I'm pretty good. Thanks. How are you? I'm very well. Thank you. Thanks for asking. Thank you so much for accepting our call today.","start_word":40,"end_word":63,"sentiment":"positive","sentiment_score":0.5765281915664673},{"text":"We just wanna do a bit of a really quick follow-up with you just in relation to your implementation thus far. Before I jump into the call, I just need to confirm that we do record our calls for quality and training purposes.","start_word":64,"end_word":106,"sentiment":"neutral","sentiment_score":0.22346018254756927},{"text":"Are you happy for me to proceed with that moving forward?","start_word":107,"end_word":117,"sentiment":"positive","sentiment_score":0.38817426562309265},{"text":"Yep. Sure.","start_word":118,"end_word":119,"sentiment":"neutral","sentiment_score":0.2110181301832199},{"text":"Lovely.","start_word":120,"end_word":120,"sentiment":"positive","sentiment_score":0.4204459190368652},{"text":"And we do do security there as well. We are discussing your personal information. So I just need to confirm your full name, date of birth, and address I should have on file for you. Simone Cardoso, twenty third of Yeah. March 1983, Ken Wareham Court, Hillside, Victoria 3037.","start_word":121,"end_word":169,"sentiment":"neutral","sentiment_score":0.07066978514194489},{"text":"Beautiful. Thank you so much for that.","start_word":170,"end_word":176,"sentiment":"positive","sentiment_score":0.5792714357376099},{"text":"Now, Simone, you did your application with my colleague, Jack, the other day, and he's essentially done looked at the disclosures that have been provided, and we decided just to stop and not put send that to the insurer as of yet. We decided to give a pre assessment. The main reason for that was as one of the disclosures made was that you have had amphetamines in the past couple of years, and with the last usage of amphetamines was February 2025.","start_word":177,"end_word":259,"sentiment":"neutral","sentiment_score":-0.1214064359664917},{"text":"When it comes to drug use, unfortunately, the insurers don't look very kindly on it, and drug use within the last two to three years does generally make it a full decline for all covers across the board.","start_word":260,"end_word":297,"sentiment":"negative","sentiment_score":-0.34944337606430054},{"text":"So we didn't submit the application to the insurer. We did a blind pre assessment just to confirm that they would decline the cover, and they did come back and confirm that.","start_word":298,"end_word":329,"sentiment":"neutral","sentiment_score":-0.2240373194217682},{"text":"So it does unfortunately mean that Zurich are not willing to offer the life TPD or income you know, the life and TPD side of things at the moment. It doesn't mean that we don't have anywhere to go.","start_word":330,"end_word":368,"sentiment":"negative","sentiment_score":-0.4476800858974457},{"text":"What I wanted to sort of ask you at the moment is because you don't have any insurances at the moment, we do have two options to move forward with. One is that we can just look at not having any insurance cover for the moment. We have seen another insurer that will offer has offered said they will be willing to offer cover in about ten months' time. So we can always look to just receive and now hold on the insurance side of things, update the advice very shortly. And then in ten months' time, when you've had that two years with no amphetamine use, then we can look at resubmitting an application and getting insurance cover with a new provider. Or we have the option at the moment where so long as you're able to confirm this now within the next four days if we submit the application with Hub twenty four, we're able to try and apply for $250,000 of just life and TPD through standard default cover, which doesn't require any underwriting process. Do you sort of have an idea of which way you would like to go with that at the moment? I would like to get some cover now because another thing I wanted Yeah. to talk to you about today is that me and my partner, we're looking for we're looking to buy a principal home. Okay.","start_word":369,"end_word":603,"sentiment":"neutral","sentiment_score":0.01968034729361534},{"text":"So my debt is going to increase.","start_word":604,"end_word":610,"sentiment":"negative","sentiment_score":-0.3505650758743286},{"text":"Yeah. So if I could have some sort of cover in the meantime, that would Yeah. be better than nothing. And Absolutely.","start_word":611,"end_word":632,"sentiment":"neutral","sentiment_score":-0.11967021226882936},{"text":"next time, I think I'll just probably not be so honest on my application.","start_word":633,"end_word":646,"sentiment":"negative","sentiment_score":-0.5698710680007935},{"text":"Look. In all honesty, you did the right thing by being honest because if at any point you went to the claims pro and you had to claim on the cover and went to the claims process, as part of a claims process for injury, illness, disability, things like that, they do request doctor's reports and doctor's certificates. So, depending on, you know, the drug use, all the bits and pieces that could come out at the end.","start_word":647,"end_word":724,"sentiment":"neutral","sentiment_score":-0.1804137619642111},{"text":"And if the insurer has noted that you've been dishonest or there wasn't and certainly it wasn't disclosed under a nondisclosure, then they can dishonor the claim, which means you paid all those insurance premiums for absolutely no reason and not able to claim.","start_word":725,"end_word":768,"sentiment":"negative","sentiment_score":-0.3715124726295471},{"text":"So as much as it's a pain, you have honestly done the right thing by disclosing that, and we've been able to not get a decline because we haven't submitted the application there.","start_word":769,"end_word":801,"sentiment":"neutral","sentiment_score":0.1678832471370697},{"text":"It means there's no decline that has to be disclosed in the future, which is to your benefit as well.","start_word":802,"end_word":821,"sentiment":"positive","sentiment_score":0.34251153469085693},{"text":"Okay. Alright. So what so I know it sounds horrible. That's I'm so sorry. But we are only ten months away from that, but I honestly think you did the right thing by disclosing that. And in our industry, it. we see that a lot. So we don't judge in any way, shape, or form. We just look at how we can kinda move forward to help you along. Okay? Okay. Yep. Oh, good. So the options we have at the moment with getting you a little bit of cover now is that we can apply to hub twenty four to get to get standard group cover with them. That essentially means that without any additional underwriting, they will essentially offer 250,000 of life and TBD. It is less than what we essentially had wanted to begin with, but this is just a little bit of cover in the interim to give you life and TBD now. It means that we can't have anything additional like income protection or trauma, but we can always look at those down the track again when we hit that ten month mark. Okay. In order to do this, with hub twenty four for the standard cover, they have essentially a requirement where we have to apply within sixty days of the account being open. So because, essentially, it was opened on the twenty eighth of the first, we have about four days to have this Oh, okay. completely set up. So so what we can do now is I've actually got the quote. Do you have access to your emails at the moment? Yep. Yep. I'll just Yep. open it That's up. One it. sec. You're right. I'm sending you through a copy of a quote that essentially shows you so you can look at this and see it with me. It's just gonna go through and explain that, essentially, under the standard cover option, they're willing to offer 250,000 of live TVD there, and it's got the the monthly premium there as well. So it is a lot cheaper than what you would be paying through a retail provider, but this is just giving you a base level of group cover. I'll just wait for you to open that before we go any further just so Okay. you'll see what I'm looking at. I just had you on loudspeaker for a second. No. That's okay. You're fine. Has that email popped through to you there? Not yet. No. That's okay. Double check the junk box as well because sometimes it goes through to there, but it should come through from OdooSign. It's come through now.","start_word":822,"end_word":1263,"sentiment":"neutral","sentiment_score":0.10814784527903767},{"text":"Perfect. Perfect.","start_word":1264,"end_word":1265,"sentiment":"positive","sentiment_score":0.6110018491744995},{"text":"So with the quote there, you do need Okay. to press the button that says sign, but it won't ever ask you to sign anything because you don't have to if you're not happy to proceed with this. But, essentially, this shows you here with the quote based on the standard group cover that the insured amount offered based on this is about 250,000 of life and TBD just to give you a base level of cover in case something was to happen. This is the most that they're willing to offer under this sort of group rate group cover. But the cost there is about $26.18 on a monthly basis there. So multiplying Okay. that by twelve months means you'd pay about $314.16 for the year for the cover. Okay. These are deducted on a monthly basis as well. So it does mean this gets you covered now, and then we can look in a couple of months' time, catch up, and look at retail cover again, update the option for the insurer, and reapply with a new insurer to get retail cover. Okay. We can, depending on the option, keep this as well as a bit of a buffer and just do top up cover, or we could look to cancel this completely and just get full retail cover, but we just need to hit that ten month mark there. Does that make sense? Yep. That makes sense.","start_word":1266,"end_word":1505,"sentiment":"neutral","sentiment_score":0.12088804319500925},{"text":"I'm happy to Yeah. send it and complete the document. Yeah. Beautiful.","start_word":1506,"end_word":1517,"sentiment":"positive","sentiment_score":0.5071141719818115},{"text":"So, essentially, what we need to do, because we only have four days to have this in place, we'd essentially be looking at doing this as time critical advice, which essentially means that if you're comfortable, I can implement this today so that we can send I'll get everything signed. We'll send everything off to the to HUB twenty four to have the insurance placed in force, and then we will update an advice document for you and have that sent out to you within the next five days for you to review and sign and confirm. It's Okay. essentially meaning that you're accepting the advice now prior to us providing you with the advice document. So, essentially, with the recommendation we're making is that we apply for the standard group cover through hub twenty four. It is a lower amount. However, it is giving you a base level of cover now since no other provider's able to offer cover until we hit that two year drug free mark. Okay.","start_word":1518,"end_word":1687,"sentiment":"neutral","sentiment_score":0.20045870542526245},{"text":"The advantage is that it is giving you a bit of extra cover now, which is important. It's definitely important to yourself to have that life and TBD component.","start_word":1688,"end_word":1716,"sentiment":"positive","sentiment_score":0.5385492444038391},{"text":"It is also cheaper and group cover, so you're not having to go through the whole underwriting process there. The disadvantages is that it is lower than what was initially required and recommended in our first advice case, and it is group cover. So whilst the difference between group cover to retail cover is that when you apply for retail cover like what we had done, you go through the underwriting process at the beginning of the application so they understand a lot more about yourself. Whereas with this sort of group cover, they don't underwrite the beginning of the process. They essentially look at wait till you go to claim. And then at claim time, they sort of book your medical certificates and really go through the underwriting process then.","start_word":1717,"end_word":1847,"sentiment":"neutral","sentiment_score":-0.01720548938703901},{"text":"I don't see any problem with that in any way, shape, or form, but there are risks that depending on the claim that you are making and your previous medical history with group cover, there is a risk that you may not be able to claim for the certain instance. But the kind of with insurances, the biggest risk is that you have all these insurances, you pay the premiums, and that you never actually claim on it ever at all as well.","start_word":1848,"end_word":1930,"sentiment":"negative","sentiment_score":-0.4592443108558655},{"text":"Does that all make sense so far? Do you have any Yep. questions? Yeah? Not about this. This is Yeah. clear. Yep. That's more about when we catch up next time. I don't Yep. know if this is something that I need to speak with you about. Yeah. Like I said, me and my partner are looking to get a home, like, a principal home together. And I have Yeah. an apartment, but it's a service department. Okay. And in this whole process, the broker, when she was trying to see, like, which bank would preapprove our loan and all that, I found Yeah.","start_word":1931,"end_word":2034,"sentiment":"neutral","sentiment_score":-0.07063441723585129},{"text":"out that my property is high risk. Like, it's blacklisted. It is high risk.","start_word":2035,"end_word":2048,"sentiment":"negative","sentiment_score":-0.4533198177814483},{"text":"And so, like, Really? Westpac and, yeah, Bank Yeah. of Melbourne won't won't honor, like, the equity in the property. So she suggested, like, a private lender, Right. which I've also asked my accountant about. But I Yeah. just wanted to know, like, is this something that you normally also help your clients with? Or We can't. Just with the lending aspect, it's kind of outside of the financial advice for us. It's but yep. we do have because you said you've spoken to a broker. We do have some other brokers that we can certainly refer you through to. When it comes to the lending aspect, we can provide financial advice around so there's a the cash on budgeting side of things, helping debt reduction, things like that. But when it comes to actually borrowing, we do have to refer you through to a mortgage broker for those services because we Oh, don't that's have a it. credit license, essentially. Did you you said you have spoken to a broker, or Okay. was it just Yeah. your bank No. that She's you've spoken she's to? family.","start_word":2049,"end_word":2235,"sentiment":"neutral","sentiment_score":-0.010594315926499544},{"text":"So, like, we're happy with her.","start_word":2236,"end_word":2241,"sentiment":"positive","sentiment_score":0.42621180415153503},{"text":"I just wanted to, I don't know, I suppose, get your professional opinion Yeah. on that Yeah. matter, but that's That all that's really interesting because realist I mean, if if the banks have essentially blacklisted, good. did they explain why they've blacklisted that? What was the the risk component? Or Because it's a commercial property and it's right. on a long term lease Right. with a business. So, Yep. I mean, So so the equity it's harder. would all come down to what the business is making at the time. I don't think so because the business so I'm the landlord, and the business is Yep. my tenant. So they're paying Okay. me, you know, rent Yeah. to use that apartment and, you know, whatever they need to do with it. Yeah. But the it's like when I bought it, there was already, like, a long term agreement, which is gonna expire in 2028. And then you have the option to renew the lease for five Right. Right. years. So I don't know.","start_word":2242,"end_word":2415,"sentiment":"neutral","sentiment_score":-0.06938588619232178},{"text":"But anyway so that was pretty shuddering.","start_word":2416,"end_word":2422,"sentiment":"negative","sentiment_score":-0.38241997361183167},{"text":"But Yeah. there's a solution Absolutely. for me. It just means, like, you know, I'd be paying, like, higher interest rates and Absolutely. Yeah. No. Definitely.","start_word":2423,"end_word":2448,"sentiment":"neutral","sentiment_score":-0.024565024444690116},{"text":"Unfortunately, that does fall just a little bit outside of our scope, and I do apologize about that.","start_word":2449,"end_word":2466,"sentiment":"negative","sentiment_score":-0.4071483612060547},{"text":"No. That's okay. But, yeah, hopefully so with your broker, your your family friend that you made mention of, are they still looking for private are they able to help with looking for private equity? Or Yeah. She's A found private one lender? for me. Yeah. Okay. She's found one. So that's okay. I'll run it through Chatty Perfect. d t later as well and see what else Yeah. comes up. But That's yeah. okay. If you like, I can do a little bit of additional research for you and maybe, you know, send through a bit of information if I can find anything on on that sort of scenario for you just as a bit of general information.","start_word":2467,"end_word":2585,"sentiment":"neutral","sentiment_score":0.1250482052564621},{"text":"I'm happy just to do a bit of research on that because that's quite interesting.","start_word":2586,"end_word":2600,"sentiment":"positive","sentiment_score":0.5523152947425842},{"text":"And, I mean, I've obviously not really heard of that happening before. I've never seen that happen to anyone before. So I mean, if it interests you, I will not say no. no. That's not a problem at all.","start_word":2601,"end_word":2639,"sentiment":"neutral","sentiment_score":0.04545458406209946},{"text":"I'll definitely have a look at that for you.","start_word":2640,"end_word":2648,"sentiment":"positive","sentiment_score":0.398910790681839},{"text":"I do have a few additional calls this afternoon. It might be sort of after hours, but I definitely Oh, no. like No. to have a bit of a look. And I can email Take some your information time. through for you.","start_word":2649,"end_word":2690,"sentiment":"neutral","sentiment_score":0.022862441837787628},{"text":"Perfect. Oh, that would be great. Thank you so much.","start_word":2691,"end_word":2700,"sentiment":"positive","sentiment_score":0.4461382031440735},{"text":"But, yeah, No. definitely, once Yeah. my ten months is up, we'll have to Mhmm. relook at, I suppose, even the amount again for cover Yes. because I'll have more debt by then Yeah. That's okay. Not a problem if at we all. find So out are how to you, work. yeah, absolutely. Are you comfortable with me now just sort of updating this advice to be more of a limited scope sort of advice, noting that we're just looking at keeping a standard cover now and that Yep. we will review down the track. We'll do a catch up and review the level of cover and the lender available to you at that ten month mark. Is that something you're Yep. comfortable with me doing? I think so.","start_word":2701,"end_word":2829,"sentiment":"neutral","sentiment_score":0.03262107751274467},{"text":"That would be great. Yep. Perfect. Not a problem at all.","start_word":2830,"end_word":2840,"sentiment":"positive","sentiment_score":0.5217703580856323},{"text":"I do just have, a couple of eligibility questions. Just four, five questions I have to ask as well just for the application side of things. Okay. Once I've got these questions done after the call, I'll email through the application the same way through OdooSign there. If you can Mhmm. just sign and return that back, we'll submit that to HUB twenty four to have the insurances placed in force, and then we can we'll get the advice document done within the next five days and email it through to you that by OdooSign again so you can review the advice again and sign that and send it back. No But worries. signing the quote and the application day, essentially, is you allowing us to put this into force, and we're just doing this. It's called critical advice. So it just means when we have a time sensitive advice piece we have to get done, if it's faster to implement that, we're allowed to implement it first. As long as you've been given the advantages, disadvantages, and the risks involved, you've made your decision comfortably, and then we can provide the advice at a later time to you, generally, within five days is our maximum time frame. Does that sound okay? Do you have questions in relation to that? Nope. No. That's all good.","start_word":2841,"end_word":3065,"sentiment":"neutral","sentiment_score":0.12673883140087128},{"text":"I understood everything. That's all good. Perfect. I'll sign up as soon as I get it. Beautiful. Thank you so much.","start_word":3066,"end_word":3086,"sentiment":"positive","sentiment_score":0.5593067407608032},{"text":"The four the five questions I have here, the first one is, are you, sorry, are you due to illness or injury, currently absent from work or restricted or unable to perform your full normal duties? No. No. Beautiful. I also just have to. Sorry. I also have to read to you. Sorry. One second. I That's also okay. have to find my duty of I know Jack read it to you the other day, but I just wanna make sure that we're doing things correct. So because this is the application form, I'm just gonna quickly read you the duty of reasonable care and the privacy policy, and then I'll run through those four or five questions for you. Okay? Okay. Yep.","start_word":3087,"end_word":3209,"sentiment":"neutral","sentiment_score":0.011134913191199304},{"text":"Perfect.","start_word":3210,"end_word":3210,"sentiment":"positive","sentiment_score":0.5378230810165405},{"text":"So the duty of reasonable care, it says when applying for insurance, it is important that you answer the following questions to the best of your knowledge. As the applicant, you have a legal duty to take reasonable care, not to make a misrepresentation to the insurer before the contract of insurance is entered into. If this duty is not met, it can have a serious impact on your insurance such as your policy being voided or the terms of your cover may be changed, declined, or the benefit reduced. More information about the duty to take reasonable care can be found in the product disclosure statement, and I will provide that to you with the documents in the email today. Do you understand the your duty of reasonable care? Yes. Beautiful. With the privacy policy, it states, can I please confirm your consent to collect and use your personal information in accordance with the insurer's privacy policy, and that I will be submitting this application for you on your behalf today? Do you have any additional questions in regard to either the duty of reasonable care or the privacy policy before we proceed, and are you comfortable with the privacy policy statement? No. And yes. Beautiful.","start_word":3211,"end_word":3417,"sentiment":"neutral","sentiment_score":0.02738947607576847},{"text":"Thank you so much for that.","start_word":3418,"end_word":3423,"sentiment":"positive","sentiment_score":0.4533472955226898},{"text":"The first Okay. question again, sorry, is are you due to illness or injury currently absent from work, restricted, or unable to perform your full and normal duties of your usual occupation on a full time basis? So they're basically asking, are you unable to work for at least thirty hours per week? No. I'm not unable. No. Perfect. Option number two sorry. Question two is, have you ever been, paid, or are you eligible to be paid or have lodged or are entitled to lodge a claim for any illness or injury, workers' compensation, other government benefits, such as sickness, injury, invalidity invalidity pension, sorry, or any other insurance policy providing total of total permanent disability, terminal illness, income protection, cover types, or accident or sickness cover? No. No. Perfect. The next one here is have you been diagnosed with or do you suffer from an illness or injury that may cause permanent inability to work? No. No. Perfect. And the next one is, have you ever had an application for death, TBD, trauma, or income protection declined? No. No. Lovely. And have you ever had an application for death, TBD, trauma, income protection cover accepted, offered or offered with loadings, limited terms, or exclusions. No. No. Perfect. Thank you for that. Sorry. These questions can be really long. That's you've answered no to all of those. It does show eligibility there. What I'll do is we'll just go forward and complete the rest of the application form there for you with all your information. We'll send it out to you via the DocuSign shortly so you can sign and return that back, and then we'll send it back to hub twenty four and have the insurance policy placed in force for you. I'll get my team to draft up the statement of advice update there for you with the changes, and we'll email that to you in a couple of days. If you have any questions in the meantime, you're more than welcome to let me know. Is there any questions you might have at the moment? No. It's all good.","start_word":3424,"end_word":3776,"sentiment":"neutral","sentiment_score":-0.012257780067137214},{"text":"Thank you. Beautiful. That's okay. Thank you so much for your time today. I appreciate it.","start_word":3777,"end_word":3792,"sentiment":"positive","sentiment_score":0.46031588315963745},{"text":"I know it No. was Thanks kinda for short helping notice. me out there. No. That's We do. all good. That That's okay. We thought, look, we've got this option here. We better so jump in really quickly and see if we can get that and give you all the options. I didn't want you to miss the window for this option here.","start_word":3793,"end_word":3855,"sentiment":"neutral","sentiment_score":0.21187730961375767},{"text":"So I really appreciate I appreciate you making that. that time for me.","start_word":3856,"end_word":3868,"sentiment":"positive","sentiment_score":0.6710220575332642},{"text":"Hi.","start_word":3869,"end_word":3869,"sentiment":"neutral","sentiment_score":0.2501372694969177},{"text":"All Thank I'll do you.","start_word":3870,"end_word":3874,"sentiment":"positive","sentiment_score":0.4244929552078247},{"text":"is, that's okay. I'll do some additional research for you, and I'll email that through to you. If you do have any questions in the meantime, let me know, but I'll get that back into this for you. Okay? Okay.","start_word":3875,"end_word":3914,"sentiment":"neutral","sentiment_score":0.22563861310482025},{"text":"Thank you so much. That's okay. Thank you for your time, Simone. I really appreciate it. You have a lovely afternoon. You too. Thank you. Thanks. See you later.","start_word":3915,"end_word":3943,"sentiment":"positive","sentiment_score":0.7110084891319275},{"text":"Bye. Bye.","start_word":3944,"end_word":3945,"sentiment":"neutral","sentiment_score":0.2336479425430298}],"average":{"sentiment":"neutral","sentiment_score":0.047546874883074415}}}}