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To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are currently Good morning. MetLife Insurance. This is Nathan speaking. How can I help you? I'm very well. Thank you, Larissa. What can I do for you? Oh, okay. Yes. Okay. We'll have a look at that for you. Do you have the claim number for Paul? Thank you. I'll just look that up for you. Can you just confirm Paul's date of birth, please? Yes. Thank you very much. Alright. Then the claims assessor that's looking after Paul is Jamie. I'll see if she's available to talk to you about the the claim and provide you with an update. Won't be too long. Okay. Hi, Larissa. You're speaking with Jamie in the claims team. How are you? I'm very good. Thank you. From, Paul Kieran. He he he is I I certainly understand, and you can hear the stress in his voice. Obviously, you know, things when things get a bit hard financially, I suppose, you know, you tend to get out of being a nice person to want answers. So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well. You can just deal with me directly. Makes it easier. Makes it faster with that in between, but I'll keep you updated as we go. But he's provided everything. So just to let you know, we've admitted the claim. I haven't yet discussed it with Paul. It just happened this morning. But I did tell him I would have a outcome today. So put done a big push for this one to be admitted. So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20. So I'll just make a payment because I know he's waiting awaiting for money because, financially, he's not receiving anything at the moment. So I'm gonna organize that today too. Yeah. So I got it done. So just to let you know, what I'll do is I'm gonna give him a call just to let him know, give him so he can not have to call me this afternoon. And I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing requirement. I think we've got medical certification up to June. So, medically, I don't need anything. I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6. Yeah. We'll go from there. I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits up to that without the need of further requirements. Yeah. Oh, don't worry. You're the I'm exactly I feel exactly how you feel. It was one less client off my place. You know? And I definitely feel for the guy, you know? And so I I definitely try think to him, it was so hard with your lower back exclusion. We have to review these kind of things. Even though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just look at it. Yeah. I know. But yeah. So one less worry for you. I'll keep you guys cc'd into all the comms that I send out. So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe midyear. No worries. Like I said, he's he's contacting me. He's got my direct dial. So if you don't hear from him, it's because he's probably contacting me. So I'll keep you updated. Okay then. You have a good day, Marissa. Yeah. Uh-huh. 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you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are currently Good morning.\n\nMetLife Insurance. This is Nathan speaking. How can I help you? I'm very well. Thank you, Larissa.\n\nWhat can I do for you? Oh, okay. Yes. Okay. We'll have a look at that for you.\n\nDo you have the claim number for Paul? Thank you. I'll just look that up for you. Can you just confirm Paul's date of birth, please? Yes.\n\nThank you very much. Alright. Then the claims assessor that's looking after Paul is Jamie. I'll see if she's available to talk to you about the the claim and provide you with an update. Won't be too long.\n\nOkay. Hi, Larissa. You're speaking with Jamie in the claims team. How are you? I'm very good.\n\nThank you. From, Paul Kieran. He he he is I I certainly understand, and you can hear the stress in his voice. Obviously, you know, things when things get a bit hard financially, I suppose, you know, you tend to get out of being a nice person to want answers. So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well.\n\nYou can just deal with me directly. Makes it easier. Makes it faster with that in between, but I'll keep you updated as we go. But he's provided everything. So just to let you know, we've admitted the claim.\n\nI haven't yet discussed it with Paul. It just happened this morning. But I did tell him I would have a outcome today. So put done a big push for this one to be admitted. So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20.\n\nSo I'll just make a payment because I know he's waiting awaiting for money because, financially, he's not receiving anything at the moment. So I'm gonna organize that today too. Yeah. So I got it done. So just to let you know, what I'll do is I'm gonna give him a call just to let him know, give him so he can not have to call me this afternoon.\n\nAnd I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing requirement. I think we've got medical certification up to June. So, medically, I don't need anything. I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6. Yeah.\n\nWe'll go from there. I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits up to that without the need of further requirements. Yeah. Oh, don't worry. You're the I'm exactly I feel exactly how you feel.\n\nIt was one less client off my place. You know? And I definitely feel for the guy, you know? And so I I definitely try think to him, it was so hard with your lower back exclusion. We have to review these kind of things.\n\nEven though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just look at it. Yeah. I know. But yeah. So one less worry for you.\n\nI'll keep you guys cc'd into all the comms that I send out. So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe midyear. No worries. Like I said, he's he's contacting me. He's got my direct dial.\n\nSo if you don't hear from him, it's because he's probably contacting me. So I'll keep you updated. Okay then. You have a good day, Marissa. Yeah.\n\nUh-huh. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.56,"end":2.58,"sentiment":"neutral","sentiment_score":0.2944781631231308},{"text":"To help direct your call, please choose from the following options.","start":3.28,"end":6.58,"sentiment":"neutral","sentiment_score":0.11007999899712476},{"text":"If you're calling about an insurance application, please press 1.","start":7.7599998,"end":11.3,"sentiment":"neutral","sentiment_score":0.014458355121314525},{"text":"If you're calling about a claim, please press 2.","start":11.36,"end":14.099999,"sentiment":"neutral","sentiment_score":0.0019064333755522966},{"text":"For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes.","start":14.285,"end":23.744999,"sentiment":"neutral","sentiment_score":-0.023694699712316778}],"sentiment":"neutral","sentiment_score":0.051635481588507316,"num_words":53,"start":0.56,"end":23.744999},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":24.525,"end":31.45,"sentiment":"neutral","sentiment_score":-0.010227121924981476},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au.","start":31.91,"end":43.29,"sentiment":"neutral","sentiment_score":-0.00788233072142413},{"text":"Thank you.","start":43.985,"end":44.625,"sentiment":"neutral","sentiment_score":0.1460830420255661},{"text":"We are transferring you now.","start":44.625,"end":46.245,"sentiment":"neutral","sentiment_score":0.048088306561112404},{"text":"All our representatives are currently Good morning.","start":49.265,"end":52.785,"sentiment":"neutral","sentiment_score":0.09188708875860487}],"sentiment":"neutral","sentiment_score":0.014247562924927999,"num_words":56,"start":24.525,"end":52.785},{"sentences":[{"text":"MetLife Insurance.","start":52.785,"end":53.745,"sentiment":"neutral","sentiment_score":0.11849381029605865},{"text":"This is Nathan speaking.","start":53.745,"end":54.704998,"sentiment":"neutral","sentiment_score":0.09920449368655682},{"text":"How can I help you?","start":54.704998,"end":55.844997,"sentiment":"neutral","sentiment_score":0.0983343854546547},{"text":"I'm very well.","start":59.62,"end":60.26,"sentiment":"positive","sentiment_score":0.4127981960773468},{"text":"Thank you, Larissa.","start":60.26,"end":60.82,"sentiment":"positive","sentiment_score":0.38882480065027875}],"sentiment":"neutral","sentiment_score":0.20766744192908793,"num_words":17,"start":52.785,"end":60.82},{"sentences":[{"text":"What can I do for you?","start":60.82,"end":62.039997,"sentiment":"neutral","sentiment_score":0.1793204297622045},{"text":"Oh, okay.","start":69.86,"end":70.895,"sentiment":"neutral","sentiment_score":-0.05399451032280922},{"text":"Yes.","start":70.895,"end":71.395,"sentiment":"neutral","sentiment_score":-0.011544665321707726},{"text":"Okay.","start":71.615,"end":71.935,"sentiment":"neutral","sentiment_score":0.0024698711931705475},{"text":"We'll have a look at that for you.","start":71.935,"end":73.295,"sentiment":"neutral","sentiment_score":0.01611252431757748}],"sentiment":"neutral","sentiment_score":0.060431053241093956,"num_words":18,"start":60.82,"end":73.295},{"sentences":[{"text":"Do you have the claim number for Paul?","start":73.295,"end":75.315,"sentiment":"neutral","sentiment_score":-0.00579989911057055},{"text":"Thank you.","start":76.575,"end":81.375,"sentiment":"neutral","sentiment_score":0.05963288992643356},{"text":"I'll just look that up for you.","start":81.375,"end":82.835,"sentiment":"neutral","sentiment_score":0.032062181404658725},{"text":"Can you just confirm Paul's date of birth, please?","start":98.015,"end":100.515,"sentiment":"neutral","sentiment_score":0.018407414460347757},{"text":"Yes.","start":107.615005,"end":108.115005,"sentiment":"neutral","sentiment_score":0.08375559747219086}],"sentiment":"neutral","sentiment_score":0.020249043867267943,"num_words":27,"start":73.295,"end":108.115005},{"sentences":[{"text":"Thank you very much.","start":108.175,"end":109.395004,"sentiment":"neutral","sentiment_score":0.3135562092065811},{"text":"Alright.","start":113.68,"end":114.08,"sentiment":"neutral","sentiment_score":0.118688702583313},{"text":"Then the claims assessor that's looking after Paul is Jamie.","start":114.08,"end":117.04,"sentiment":"neutral","sentiment_score":0.03948262687772512},{"text":"I'll see if she's available to talk to you about the the claim and provide you with an update.","start":117.04,"end":120.560005,"sentiment":"neutral","sentiment_score":0.05214803940371463},{"text":"Won't be too long.","start":120.560005,"end":121.62,"sentiment":"neutral","sentiment_score":-0.1112698595970869}],"sentiment":"neutral","sentiment_score":0.06088087153866103,"num_words":38,"start":108.175,"end":121.62},{"sentences":[{"text":"Okay.","start":122.48,"end":122.98,"sentiment":"neutral","sentiment_score":0.11080174893140791},{"text":"Hi, Larissa.","start":250.61,"end":251.33,"sentiment":"neutral","sentiment_score":0.08114704489707947},{"text":"You're speaking with Jamie in the claims team.","start":251.33,"end":252.93001,"sentiment":"neutral","sentiment_score":0.06838729185983539},{"text":"How are you?","start":252.93001,"end":253.75,"sentiment":"neutral","sentiment_score":0.09543208032846451},{"text":"I'm very good.","start":255.97,"end":256.53,"sentiment":"positive","sentiment_score":0.42150478561719257}],"sentiment":"neutral","sentiment_score":0.13947086890830712,"num_words":17,"start":122.48,"end":256.53},{"sentences":[{"text":"Thank you.","start":256.53,"end":257.27002,"sentiment":"positive","sentiment_score":0.4055599123239517},{"text":"From, Paul Kieran.","start":257.65,"end":259.03,"sentiment":"neutral","sentiment_score":0.11768454561630885},{"text":"He he he is I I certainly understand, and you can hear the stress in his voice.","start":270.015,"end":274.515,"sentiment":"neutral","sentiment_score":0.07405331621275228},{"text":"Obviously, you know, things when things get a bit hard financially, I suppose, you know, you tend to get out of being a nice person to want answers.","start":274.575,"end":283.72,"sentiment":"neutral","sentiment_score":-0.1935100913979113},{"text":"So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well.","start":283.72,"end":291.465,"sentiment":"neutral","sentiment_score":0.15145372798045476}],"sentiment":"neutral","sentiment_score":0.019355113967321813,"num_words":80,"start":256.53,"end":291.465},{"sentences":[{"text":"You can just deal with me directly.","start":292.485,"end":293.945,"sentiment":"neutral","sentiment_score":0.17880359717777797},{"text":"Makes it easier.","start":294.005,"end":294.885,"sentiment":"neutral","sentiment_score":0.2897213200728099},{"text":"Makes it faster with that in between, but I'll keep you updated as we go.","start":294.885,"end":298.885,"sentiment":"neutral","sentiment_score":0.16612724512815474},{"text":"But he's provided everything.","start":298.885,"end":300.325,"sentiment":"neutral","sentiment_score":0.24338506907224655},{"text":"So just to let you know, we've admitted the claim.","start":300.325,"end":303.465,"sentiment":"neutral","sentiment_score":0.2154447078704834}],"sentiment":"neutral","sentiment_score":0.19847910698407736,"num_words":39,"start":292.485,"end":303.465},{"sentences":[{"text":"I haven't yet discussed it with Paul.","start":303.97,"end":305.81,"sentiment":"neutral","sentiment_score":0.05616933000939233},{"text":"It just happened this morning.","start":305.81,"end":307.19,"sentiment":"neutral","sentiment_score":0.14201534539461136},{"text":"But I did tell him I would have a outcome today.","start":307.97,"end":310.63,"sentiment":"positive","sentiment_score":0.36473627523942426},{"text":"So put done a big push for this one to be admitted.","start":311.25,"end":314.87,"sentiment":"positive","sentiment_score":0.49651656299829483},{"text":"So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20.","start":315.09,"end":327.82498,"sentiment":"neutral","sentiment_score":0.16941290299097697}],"sentiment":"neutral","sentiment_score":0.2485530293904818,"num_words":65,"start":303.97,"end":327.82498},{"sentences":[{"text":"So I'll just make a payment because I know he's waiting awaiting for money because, financially, he's not receiving anything at the moment.","start":327.82498,"end":334.36,"sentiment":"neutral","sentiment_score":-0.020515341473662334},{"text":"So I'm gonna organize that today too.","start":335.86,"end":338.36,"sentiment":"neutral","sentiment_score":0.1700611955353192},{"text":"Yeah.","start":339.46,"end":339.96,"sentiment":"positive","sentiment_score":0.5038034915924072},{"text":"So I got it done.","start":341.62,"end":342.67502,"sentiment":"positive","sentiment_score":0.4674800932407379},{"text":"So just to let you know, what I'll do is I'm gonna give him a call just to let him know, give him so he can not have to call me this afternoon.","start":342.67502,"end":349.495,"sentiment":"neutral","sentiment_score":0.186590226084897}],"sentiment":"neutral","sentiment_score":0.14082981062972028,"num_words":69,"start":327.82498,"end":349.495},{"sentences":[{"text":"And I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing requirement.","start":351.795,"end":360.75,"sentiment":"neutral","sentiment_score":0.17332252277992666},{"text":"I think we've got medical certification up to June.","start":361.29,"end":363.77002,"sentiment":"neutral","sentiment_score":-0.014072748521963755},{"text":"So, medically, I don't need anything.","start":363.77002,"end":366.43002,"sentiment":"neutral","sentiment_score":-0.1302734979738792},{"text":"I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6.","start":366.97,"end":375.76498,"sentiment":"neutral","sentiment_score":0.2011682689189911},{"text":"Yeah.","start":378.145,"end":378.38498,"sentiment":"neutral","sentiment_score":0.25404441356658936}],"sentiment":"neutral","sentiment_score":0.13829496478963946,"num_words":74,"start":351.795,"end":378.38498},{"sentences":[{"text":"We'll go from there.","start":378.38498,"end":379.44498,"sentiment":"neutral","sentiment_score":0.27049006149172783},{"text":"I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits up to that without the need of further requirements.","start":379.905,"end":393.34,"sentiment":"neutral","sentiment_score":0.1706284760074182},{"text":"Yeah.","start":396.36,"end":396.86,"sentiment":"positive","sentiment_score":0.6064220070838928},{"text":"Oh, don't worry.","start":404.725,"end":405.36502,"sentiment":"neutral","sentiment_score":0.14528973152240118},{"text":"You're the I'm exactly I feel exactly how you feel.","start":405.36502,"end":408.325,"sentiment":"neutral","sentiment_score":0.07994321882724761}],"sentiment":"neutral","sentiment_score":0.16860616186710253,"num_words":73,"start":378.38498,"end":408.325},{"sentences":[{"text":"It was one less client off my place.","start":408.325,"end":410.665,"sentiment":"neutral","sentiment_score":-0.14029247779399157},{"text":"You know?","start":410.725,"end":412.885,"sentiment":"neutral","sentiment_score":-0.02941014990210533},{"text":"And I definitely feel for the guy, you know?","start":412.885,"end":414.965,"sentiment":"neutral","sentiment_score":-0.06761316706736882},{"text":"And so I I definitely try think to him, it was so hard with your lower back exclusion.","start":414.965,"end":420.59003,"sentiment":"neutral","sentiment_score":-0.18052545272641712},{"text":"We have to review these kind of things.","start":420.59003,"end":422.45,"sentiment":"neutral","sentiment_score":-0.05232158629223704}],"sentiment":"neutral","sentiment_score":-0.12128243255946371,"num_words":45,"start":408.325,"end":422.45},{"sentences":[{"text":"Even though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just look at it.","start":423.63,"end":431.625,"sentiment":"neutral","sentiment_score":-0.030125857659560794},{"text":"Yeah.","start":431.625,"end":431.945,"sentiment":"neutral","sentiment_score":0.045668765902519226},{"text":"I know.","start":431.945,"end":432.605,"sentiment":"neutral","sentiment_score":0.03936871886253357},{"text":"But yeah.","start":433.385,"end":434.105,"sentiment":"neutral","sentiment_score":0.06127960607409477},{"text":"So one less worry for you.","start":434.105,"end":435.705,"sentiment":"neutral","sentiment_score":0.1076928327480952}],"sentiment":"neutral","sentiment_score":-0.002914594403571553,"num_words":45,"start":423.63,"end":435.705},{"sentences":[{"text":"I'll keep you guys cc'd into all the comms that I send out.","start":435.705,"end":438.905,"sentiment":"neutral","sentiment_score":0.11932045507889527},{"text":"So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe midyear.","start":438.905,"end":446.16998,"sentiment":"neutral","sentiment_score":0.03790220757946372},{"text":"No worries.","start":450.55,"end":451.37,"sentiment":"neutral","sentiment_score":0.06719902530312538},{"text":"Like I said, he's he's contacting me.","start":451.59,"end":453.43,"sentiment":"neutral","sentiment_score":0.0037032670474478175},{"text":"He's got my direct dial.","start":453.43,"end":454.38998,"sentiment":"neutral","sentiment_score":0.005639624036848545}],"sentiment":"neutral","sentiment_score":0.052521092304009566,"num_words":49,"start":435.705,"end":454.38998},{"sentences":[{"text":"So if you don't hear from him, it's because he's probably contacting me.","start":454.38998,"end":457.21,"sentiment":"neutral","sentiment_score":-0.03459234535694122},{"text":"So I'll keep you updated.","start":457.91,"end":459.13,"sentiment":"neutral","sentiment_score":0.07165032625198364},{"text":"Okay then.","start":462.35095,"end":462.99094,"sentiment":"neutral","sentiment_score":0.07743675075471401},{"text":"You have a good day, Marissa.","start":462.99094,"end":464.37094,"sentiment":"positive","sentiment_score":0.818354974190394},{"text":"Yeah.","start":464.51093,"end":464.67093,"sentiment":"neutral","sentiment_score":0.2993966341018677}],"sentiment":"neutral","sentiment_score":0.1952944860138275,"num_words":27,"start":454.38998,"end":464.67093},{"sentences":[{"text":"Uh-huh.","start":464.67093,"end":465.17093,"sentiment":"neutral","sentiment_score":0.1177121177315712},{"text":"Bye bye.","start":465.39093,"end":466.13095,"sentiment":"neutral","sentiment_score":0.1606428623199463}],"sentiment":"neutral","sentiment_score":0.14633261412382126,"num_words":3,"start":464.67093,"end":466.13095}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are currently Good morning.\n\nMetLife Insurance. This is Nathan speaking. How can I help you?\n\nChannel 0: Hi, Nathan. Larissa from Oakview Financial. How are you going?\n\nChannel 1: I'm very well. Thank you, Larissa. What can I do for you?\n\nChannel 0: I have a client by the name of Paul Karen currently going through a claim. I just wanted to find out I've been away for a couple of days. Just wanted to find out what the current notes are at and where we're\n\nChannel 1: Oh,\n\nChannel 0: currently sitting\n\nChannel 1: okay.\n\nChannel 0: with the\n\nChannel 1: Yes.\n\nChannel 0: claim.\n\nChannel 1: Okay. We'll have a look at that for you. Do you have the claim number for Paul?\n\nChannel 0: Sure do. 54,\n\nChannel 1: Thank\n\nChannel 0: 8851.\n\nChannel 1: you. I'll just look that up for you. Can you just confirm Paul's date of birth, please?\n\nChannel 0: Yep. It is 05/01/1982.\n\nChannel 1: Yes. Thank you very much. Alright. Then the claims assessor that's looking after Paul is Jamie. I'll see if she's available to talk to you about the the claim and provide you with an update.\n\nWon't be too long.\n\nChannel 0: Thank\n\nChannel 1: Okay.\n\nChannel 0: you.\n\nChannel 1: Hi, Larissa. You're speaking with Jamie in the claims team. How are you?\n\nChannel 0: Good. Thanks, Jamie. How are you?\n\nChannel 1: I'm very good. Thank you. From, Paul Kieran.\n\nChannel 0: Yes, Paul. How where are we up to with everything? I know he's an absolute gem of a a guy.\n\nChannel 1: He he he is I I certainly understand, and you can hear the stress in his voice. Obviously,\n\nChannel 0: Yeah.\n\nChannel 1: you know, things when things get a bit hard financially, I suppose, you know, you tend to get out of being a nice person to want answers. So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well.\n\nChannel 0: Yeah.\n\nChannel 1: You can just deal with me directly. Makes it easier. Makes it faster\n\nChannel 0: Yes.\n\nChannel 1: with that in between, but I'll keep you\n\nChannel 0: Yes.\n\nChannel 1: updated as we go. But he's provided everything. So just to let you know, we've admitted the claim. I haven't yet discussed it with Paul. It just happened this morning.\n\nChannel 0: Yep. Perfect.\n\nChannel 1: But I did tell him I would have a outcome today. So put done a big push for this one to be admitted. So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20. So I'll just make a payment because I know he's waiting awaiting for money because, financially, he's not receiving anything at the moment.\n\nChannel 0: Yeah.\n\nChannel 1: So I'm gonna organize that today too.\n\nChannel 0: That is\n\nChannel 1: Yeah.\n\nChannel 0: amazing.\n\nChannel 1: So I got it done. So just to let you know, what I'll do is I'm gonna give him a call just to let him know, give him so he can not have to call me this afternoon.\n\nChannel 0: Yeah.\n\nChannel 1: And I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing\n\nChannel 0: Yeah.\n\nChannel 1: requirement. I think we've got medical certification up to June. So, medically, I don't need anything. I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6.\n\nChannel 0: And we can go from there.\n\nChannel 1: Yeah. We'll go from there. I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits\n\nChannel 0: Yeah.\n\nChannel 1: up to that without the need of further requirements.\n\nChannel 0: Yeah. Alright. Perfect.\n\nChannel 1: Yeah.\n\nChannel 0: That's that's a whole it's like it's just it's a whole client of my list of things to chase up, so it's joyous for me.\n\nChannel 1: Oh, don't worry. You're the I'm exactly I feel exactly how you feel. It was one less client off my place. You know? And I definitely feel for the guy, you know?\n\nAnd so I I definitely try think to him, it was so hard with your lower back exclusion. We have to review\n\nChannel 0: Yeah.\n\nChannel 1: these kind of things. Even though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just\n\nChannel 0: Yes.\n\nChannel 1: look at it. Yeah. I know.\n\nChannel 0: Yeah.\n\nChannel 1: But yeah. So one less worry for you. I'll keep you guys cc'd into all the comms that I send out. So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe\n\nChannel 0: Yeah.\n\nChannel 1: midyear.\n\nChannel 0: At any point. No. Fantastic. Thank you so much, my love. I really appreciate the help.\n\nChannel 1: No worries. Like I said, he's he's contacting me. He's got my direct dial. So if you don't hear from him, it's because he's probably contacting me.\n\nChannel 0: Yes.\n\nChannel 1: So I'll\n\nChannel 0: No.\n\nChannel 1: keep you updated.\n\nChannel 0: Thank you. I appreciate it.\n\nChannel 1: Okay then. You have a good day, Marissa.\n\nChannel 0: You too.\n\nChannel 1: Yeah. Uh-huh.\n\nChannel 0: Bye, Jamie.\n\nChannel 1: Bye bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.56,"end":2.58,"sentiment":"neutral","sentiment_score":0.2944781631231308},{"text":"To help direct your call, please choose from the following options.","start":3.28,"end":6.58,"sentiment":"neutral","sentiment_score":0.11007999899712476},{"text":"If you're calling about an insurance application, please press 1.","start":7.7599998,"end":11.3,"sentiment":"neutral","sentiment_score":0.014458355121314525},{"text":"If you're calling about a claim, please press 2.","start":11.36,"end":14.099999,"sentiment":"neutral","sentiment_score":0.0019064333755522966},{"text":"For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes.","start":14.285,"end":23.744999,"sentiment":"neutral","sentiment_score":-0.023694699712316778}],"sentiment":"neutral","sentiment_score":0.051635481588507316,"channel":1,"num_words":53,"start":0.56,"end":23.744999},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":24.525,"end":31.45,"sentiment":"neutral","sentiment_score":-0.010227121924981476},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au.","start":31.91,"end":43.29,"sentiment":"neutral","sentiment_score":-0.00788233072142413},{"text":"Thank you.","start":43.985,"end":44.625,"sentiment":"neutral","sentiment_score":0.1460830420255661},{"text":"We are transferring you now.","start":44.625,"end":46.245,"sentiment":"neutral","sentiment_score":0.048088306561112404},{"text":"All our representatives are currently Good morning.","start":49.265,"end":52.785,"sentiment":"neutral","sentiment_score":0.09188708875860487}],"sentiment":"neutral","sentiment_score":0.014247562924927999,"channel":1,"num_words":56,"start":24.525,"end":52.785},{"sentences":[{"text":"MetLife Insurance.","start":52.785,"end":53.745,"sentiment":"neutral","sentiment_score":0.11849381029605865},{"text":"This is Nathan speaking.","start":53.745,"end":54.704998,"sentiment":"neutral","sentiment_score":0.09920449368655682},{"text":"How can I help you?","start":54.704998,"end":55.844997,"sentiment":"neutral","sentiment_score":0.0983343854546547}],"sentiment":"neutral","sentiment_score":0.102316138419238,"channel":1,"num_words":11,"start":52.785,"end":55.844997},{"sentences":[{"text":"Hi, Nathan.","start":56.22,"end":57.100002,"sentiment":"neutral","sentiment_score":0.0777638703584671},{"text":"Larissa from Oakview Financial.","start":57.100002,"end":58.64,"sentiment":"neutral","sentiment_score":0.0948647540062666},{"text":"How are you going?","start":58.78,"end":59.68,"sentiment":"neutral","sentiment_score":0.16335156187415123}],"sentiment":"neutral","sentiment_score":0.11883930042386055,"channel":0,"num_words":10,"start":56.22,"end":59.68},{"sentences":[{"text":"I'm very well.","start":59.62,"end":60.26,"sentiment":"positive","sentiment_score":0.4127981960773468},{"text":"Thank you, Larissa.","start":60.26,"end":60.82,"sentiment":"positive","sentiment_score":0.38882480065027875},{"text":"What can I do for you?","start":60.82,"end":62.039997,"sentiment":"neutral","sentiment_score":0.1793204297622045}],"sentiment":"neutral","sentiment_score":0.2900659640630086,"channel":1,"num_words":12,"start":59.62,"end":62.039997},{"sentences":[{"text":"I have a client by the name of Paul Karen currently going through a claim.","start":62.475002,"end":65.675,"sentiment":"neutral","sentiment_score":-0.033371256788571675},{"text":"I just wanted to find out I've been away for a couple of days.","start":65.675,"end":67.755,"sentiment":"neutral","sentiment_score":-0.12452556299311775},{"text":"Just wanted to find out what the current notes are at and where we're","start":67.755,"end":70.075,"sentiment":"neutral","sentiment_score":-0.08669869601726532}],"sentiment":"neutral","sentiment_score":-0.08041182506916135,"channel":0,"num_words":43,"start":62.475002,"end":70.075},{"sentences":[{"text":"Oh,","start":69.86,"end":70.335,"sentiment":"neutral","sentiment_score":-0.06783498078584671}],"sentiment":"neutral","sentiment_score":-0.06783498078584671,"channel":1,"num_words":1,"start":69.86,"end":70.335},{"sentences":[{"text":"currently 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maybe","start":438.905,"end":445.66998,"sentiment":"neutral","sentiment_score":0.03976544498332909}],"sentiment":"neutral","sentiment_score":0.07511801117410262,"channel":1,"num_words":42,"start":433.385,"end":445.66998},{"sentences":[{"text":"Yeah.","start":445.53,"end":445.69,"sentiment":"neutral","sentiment_score":-0.0008778702467679977}],"sentiment":"neutral","sentiment_score":-0.0008778702467679977,"channel":0,"num_words":1,"start":445.53,"end":445.69},{"sentences":[{"text":"midyear.","start":445.66998,"end":446.16998,"sentiment":"neutral","sentiment_score":-0.0012257779017090795}],"sentiment":"neutral","sentiment_score":-0.0012257779017090795,"channel":1,"num_words":1,"start":445.66998,"end":446.16998},{"sentences":[{"text":"At any point.","start":445.69,"end":446.59,"sentiment":"neutral","sentiment_score":0.006363159666458766},{"text":"No.","start":446.81,"end":447.21,"sentiment":"neutral","sentiment_score":0.1837296336889267},{"text":"Fantastic.","start":447.21,"end":447.71,"sentiment":"positive","sentiment_score":0.4415816068649292},{"text":"Thank you so much, my love.","start":447.77,"end":448.88998,"sentiment":"positive","sentiment_score":0.5835585991541544},{"text":"I really appreciate the help.","start":448.88998,"end":450.27,"sentiment":"positive","sentiment_score":0.5761631965637207}],"sentiment":"positive","sentiment_score":0.43916051858104765,"channel":0,"num_words":16,"start":445.69,"end":450.27},{"sentences":[{"text":"No worries.","start":450.55,"end":451.37,"sentiment":"neutral","sentiment_score":0.06719902530312538},{"text":"Like I said, he's he's contacting me.","start":451.59,"end":453.43,"sentiment":"neutral","sentiment_score":0.0037032670474478175},{"text":"He's got my direct dial.","start":453.43,"end":454.38998,"sentiment":"neutral","sentiment_score":0.005639624036848545},{"text":"So if you don't hear from him, it's because he's probably contacting me.","start":454.38998,"end":457.21,"sentiment":"neutral","sentiment_score":-0.03459234535694122}],"sentiment":"neutral","sentiment_score":-0.009673387019170655,"channel":1,"num_words":27,"start":450.55,"end":457.21},{"sentences":[{"text":"Yes.","start":457.545,"end":458.045,"sentiment":"neutral","sentiment_score":0.0467241033911705}],"sentiment":"neutral","sentiment_score":0.0467241033911705,"channel":0,"num_words":1,"start":457.545,"end":458.045},{"sentences":[{"text":"So I'll","start":457.91,"end":458.31,"sentiment":"neutral","sentiment_score":0.04803808778524399}],"sentiment":"neutral","sentiment_score":0.04803808778524399,"channel":1,"num_words":2,"start":457.91,"end":458.31},{"sentences":[{"text":"No.","start":458.185,"end":458.685,"sentiment":"neutral","sentiment_score":0.07889731228351593}],"sentiment":"neutral","sentiment_score":0.07889731228351593,"channel":0,"num_words":1,"start":458.185,"end":458.685},{"sentences":[{"text":"keep you updated.","start":458.31,"end":459.13,"sentiment":"neutral","sentiment_score":0.08739181856314342}],"sentiment":"neutral","sentiment_score":0.08739181856314342,"channel":1,"num_words":3,"start":458.31,"end":459.13},{"sentences":[{"text":"Thank you.","start":460.345,"end":460.98502,"sentiment":"neutral","sentiment_score":0.3110630363225937},{"text":"I appreciate it.","start":460.98502,"end":462.125,"sentiment":"positive","sentiment_score":0.391587495803833}],"sentiment":"positive","sentiment_score":0.3593777120113373,"channel":0,"num_words":5,"start":460.345,"end":462.125},{"sentences":[{"text":"Okay then.","start":462.35095,"end":462.99094,"sentiment":"neutral","sentiment_score":0.07743675075471401},{"text":"You have a good day, Marissa.","start":462.99094,"end":464.37094,"sentiment":"positive","sentiment_score":0.818354974190394}],"sentiment":"positive","sentiment_score":0.6331254183314741,"channel":1,"num_words":8,"start":462.35095,"end":464.37094},{"sentences":[{"text":"You too.","start":464.185,"end":464.905,"sentiment":"positive","sentiment_score":0.548257440328598}],"sentiment":"positive","sentiment_score":0.548257440328598,"channel":0,"num_words":2,"start":464.185,"end":464.905},{"sentences":[{"text":"Yeah.","start":464.51093,"end":464.67093,"sentiment":"neutral","sentiment_score":0.2993966341018677},{"text":"Uh-huh.","start":464.67093,"end":465.17093,"sentiment":"neutral","sentiment_score":0.1177121177315712}],"sentiment":"neutral","sentiment_score":0.20855437591671944,"channel":1,"num_words":2,"start":464.51093,"end":465.17093},{"sentences":[{"text":"Bye, Jamie.","start":464.905,"end":465.70502,"sentiment":"neutral","sentiment_score":0.17892249673604965}],"sentiment":"neutral","sentiment_score":0.17892249673604965,"channel":0,"num_words":2,"start":464.905,"end":465.70502},{"sentences":[{"text":"Bye bye.","start":465.39093,"end":466.13095,"sentiment":"neutral","sentiment_score":0.1606428623199463}],"sentiment":"neutral","sentiment_score":0.1606428623199463,"channel":1,"num_words":2,"start":465.39093,"end":466.13095},{"sentences":[{"text":"Bye.","start":465.70502,"end":466.20502,"sentiment":"neutral","sentiment_score":-0.09685221314430235}],"sentiment":"neutral","sentiment_score":-0.09685221314430235,"channel":0,"num_words":1,"start":465.70502,"end":466.20502}]},"summary":{"result":"success","short":"A representative from MetLife Insurance, Nathan, answers a call from Larissa, a customer. Larissa is inquiring about a claim for Paul Kieran, and Nathan confirms the current notes and claims details. He also updates the claims team and arranges for Paul to receive an acceptance letter and initial payment. The call ends with Nathan thanking Larissa for her help and saying he will keep her updated."},"intents":{"segments":[{"text":"I have a client by the name of Paul Karen currently going through a claim. I just wanted to find out I've been away for a couple of days. Just wanted to find out what the current notes are at and where we're Oh, currently sitting okay.","start_word":142,"end_word":188,"intents":[{"intent":"Find out and update claim","confidence_score":0.0000016963471},{"intent":"Provide claim update","confidence_score":0.12993757}]},{"text":"I have a client by the name of Paul Karen currently going through a claim. I just wanted to find out I've been away for a couple of days. Just wanted to find out what the current notes are at and where we're Oh, currently sitting okay. with the Yes. claim. Okay.","start_word":142,"end_word":193,"intents":[{"intent":"Confirm claim","confidence_score":0.0039114193}]},{"text":"Do you have the claim number for Paul? Sure do.","start_word":202,"end_word":211,"intents":[{"intent":"Confirm claim number","confidence_score":0.070956826},{"intent":"Confirm claim date","confidence_score":0.1960288},{"intent":"Confirm claim details","confidence_score":0.04646767}]},{"text":"So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well. Yeah.","start_word":371,"end_word":401,"intents":[{"intent":"Communicate and facilitate communication with paul","confidence_score":5.915942e-7}]},{"text":"So just to let you know, we've admitted the claim. I haven't yet discussed it with Paul. It just happened this morning.","start_word":433,"end_word":454,"intents":[{"intent":"Confirm acceptance of claim","confidence_score":0.096224785}]},{"text":"So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20.","start_word":480,"end_word":509,"intents":[{"intent":"Provide acceptance letter and payment details","confidence_score":0.0024732838},{"intent":"Send acceptance letter and provide confirmation of acceptance of claim","confidence_score":0.0000023690175}]},{"text":"And I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing Yeah.","start_word":584,"end_word":611,"intents":[{"intent":"Confirm receipt of initial payment","confidence_score":0.003960135},{"intent":"Notify paul of receipt and cc","confidence_score":4.8750262e-8}]},{"text":"I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6. And we can go from there. Yeah.","start_word":629,"end_word":665,"intents":[{"intent":"Keep track of recovery and plan future work","confidence_score":0.0000012566833}]},{"text":"I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits Yeah.","start_word":669,"end_word":715,"intents":[{"intent":"Propose return and finalize pay for benefits","confidence_score":0.00015124952}]},{"text":"You're the I'm exactly I feel exactly how you feel. It was one less client off my place. You know? And I definitely feel for the guy, you know? And so I I definitely try think to him, it was so hard with your lower back exclusion. We have to review Yeah.","start_word":757,"end_word":808,"intents":[{"intent":"Review lower back exclusion","confidence_score":0.45409688}]},{"text":"Even though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just Yes.","start_word":813,"end_word":844,"intents":[{"intent":"Confirm doctor's confirmation","confidence_score":0.36022824},{"intent":"Require doctor's approval","confidence_score":0.000025967447},{"intent":"Confirm appointment","confidence_score":0.0006082713}]},{"text":"I'll keep you guys cc'd into all the comms that I send out. So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe Yeah.","start_word":860,"end_word":894,"intents":[{"intent":"Keep cc into comms","confidence_score":0.1118283}]},{"text":"Thank you so much, my love. I really appreciate the help.","start_word":901,"end_word":911,"intents":[{"intent":"Express gratitude for help","confidence_score":0.027474895}]}]},"sentiments":{"segments":[{"text":"Thank you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are currently Good morning. MetLife Insurance. This is Nathan speaking. How can I help you? Hi, Nathan. Larissa from Oakview Financial. How are you going?","start_word":0,"end_word":129,"sentiment":"neutral","sentiment_score":0.04505304247140885},{"text":"I'm very well. Thank you, Larissa.","start_word":130,"end_word":135,"sentiment":"positive","sentiment_score":0.3900223970413208},{"text":"What can I do for you? I have a client by the name of Paul Karen currently going through a claim. I just wanted to find out I've been away for a couple of days. Just wanted to find out what the current notes are at and where we're Oh, currently sitting okay. with the Yes. claim. Okay. We'll have a look at that for you. Do you have the claim number for Paul? Sure do. 54, Thank 8851. you. I'll just look that up for you. Can you just confirm Paul's date of birth, please? Yep. It is 05/01/1982. Yes. Thank you very much. Alright. Then the claims assessor that's looking after Paul is Jamie. I'll see if she's available to talk to you about the the claim and provide you with an update. Won't be too long. Thank Okay. you. Hi, Larissa. You're speaking with Jamie in the claims team. How are you? Good. Thanks, Jamie. How are you?","start_word":136,"end_word":296,"sentiment":"neutral","sentiment_score":0.02231723628938198},{"text":"I'm very good. Thank you.","start_word":297,"end_word":301,"sentiment":"positive","sentiment_score":0.4118080139160156},{"text":"From, Paul Kieran. Yes, Paul. How where are we up to with everything?","start_word":302,"end_word":314,"sentiment":"neutral","sentiment_score":0.10800638049840929},{"text":"I know he's an absolute gem of a a guy.","start_word":315,"end_word":324,"sentiment":"positive","sentiment_score":0.5532941818237305},{"text":"He he he is I I certainly understand, and you can hear the stress in his voice. Obviously, Yeah. you know, things when things get a bit hard financially, I suppose, you know, you tend to get out of being a nice person to want answers. So I certainly understand, and he has been communicating with me ever since I gave him my direct dial just to give a better leeway from you guys as well. Yeah. You can just deal with me directly. Makes it easier. Makes it faster Yes. with that in between, but I'll keep you Yes. updated as we go. But he's provided everything. So just to let you know, we've admitted the claim. I haven't yet discussed it with Paul. It just happened this morning. Yep.","start_word":325,"end_word":455,"sentiment":"neutral","sentiment_score":0.08454697579145432},{"text":"Perfect. But I did tell him I would have a outcome today. So put done a big push for this one to be admitted.","start_word":456,"end_word":479,"sentiment":"positive","sentiment_score":0.44535183906555176},{"text":"So I'm gonna send the acceptance letter, and then, also, I'm gonna issue the initial payment as well because the benefit period or benefit commencement is from the March 20. So I'll just make a payment because I know he's waiting awaiting for money because, financially, he's not receiving anything at the moment. Yeah. So I'm gonna organize that today too.","start_word":480,"end_word":540,"sentiment":"neutral","sentiment_score":0.0927606076002121},{"text":"That is Yeah. amazing. So I got it done.","start_word":541,"end_word":549,"sentiment":"positive","sentiment_score":0.47599825263023376},{"text":"So just to let you know, what I'll do is I'm gonna give him a call just to let him know, give him so he can not have to call me this afternoon. Yeah. And I'll send through the letter, which I'll cc you guys in as well so that you know that he's aware it's been accepted, first payment, ongoing Yeah. requirement. I think we've got medical certification up to June. So, medically, I don't need anything. I was just keeping track with him each month on his progress with his recovery and if there's any if he returns to work any sooner than the June 6. And we can go from there. Yeah. We'll go from there. I could even propose him if he does have a set date before the June 6 or by the you know, he wants to get back to work by the June 30, I might even look at a pay and finalize for him to pay benefits Yeah. up to that without the need of further requirements. Yeah.","start_word":550,"end_word":725,"sentiment":"neutral","sentiment_score":0.15697417315095663},{"text":"Alright. Perfect. Yeah. That's that's a whole it's like it's just it's a whole client of my list of things to chase up, so it's joyous for me.","start_word":726,"end_word":753,"sentiment":"positive","sentiment_score":0.6584818363189697},{"text":"Oh, don't worry. You're the I'm exactly I feel exactly how you feel. It was one less client off my place. You know? And I definitely feel for the guy, you know? And so I I definitely try think to him, it was so hard with your lower back exclusion. We have to review Yeah. these kind of things. Even though we know that it's nowhere related to it, but we just need the doctor to confirm it because, obviously, then anyone can be a doctor if we could just Yes. look at it. Yeah. I know. Yeah. But yeah. So one less worry for you. I'll keep you guys cc'd into all the comms that I send out. So the one today and then for ongoing requirements too, especially if we look at during a pay and finalize maybe Yeah. midyear. At any point. No.","start_word":754,"end_word":899,"sentiment":"neutral","sentiment_score":0.00004265816460247152},{"text":"Fantastic. Thank you so much, my love. I really appreciate the help.","start_word":900,"end_word":911,"sentiment":"positive","sentiment_score":0.5619967579841614},{"text":"No worries. Like I said, he's he's contacting me. He's got my direct dial. So if you don't hear from him, it's because he's probably contacting me. Yes. So I'll No. keep you updated. Thank you.","start_word":912,"end_word":947,"sentiment":"neutral","sentiment_score":0.016773704439401627},{"text":"I appreciate it.","start_word":948,"end_word":950,"sentiment":"positive","sentiment_score":0.3874433636665344},{"text":"Okay then.","start_word":951,"end_word":952,"sentiment":"neutral","sentiment_score":0.09199561923742294},{"text":"You have a good day, Marissa. You too.","start_word":953,"end_word":960,"sentiment":"positive","sentiment_score":0.7472857236862183},{"text":"Yeah. Uh-huh. Bye, Jamie. Bye bye. Bye.","start_word":961,"end_word":967,"sentiment":"neutral","sentiment_score":0.1633104532957077}],"average":{"sentiment":"neutral","sentiment_score":0.12143256372088015}}}}