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No. It's my name only. Can I Okay? And we can just use the same phone. Right? Got it. But perfect. And we can use the same phone number, right, for the OTP verification? Yeah. Okay. That would be noted. But doing the OTP is just one time. Right? It's not every time that we access the portal. Hello? Can you hear me? Alright. Alright. Thank you. Just for clarification, the one time passcode is only one time that needs to be done with this new portal. Right? It's not every login that we need, like, in a daily basis. Yeah. Okay. That would be fine. Sure. Thank you so much for all these details, Linda. Appreciate your time. You do the same. 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Thank you so much for calling your account. This is Melissa. How may I help you today? Hi.\n\nNice to have you on the line. Fine. Thank you so much for giving me a callback. So recent sure. Melissa basida.\n\nMelissa@airtel.net.au. Mhmm. Yeah. Earlier, after I've called you guys with Chart, so we're able to log in the new portal that you do have. But since this is a new PACE, I do have some questions because I'm trying to navigate this.\n\nI could see in here that we have a total of 54 lodgment date. Those includes active, close, viable. However, I could just access, 28 of them. Yes. Because from, debt overview Yeah.\n\nIn the portal. Because I've, I've checked the portal. Yeah. Mhmm. Okay.\n\nGot it. And how about deleting a draft? Because I've I'm trying to navigate and then I created a draft, and then I wanted to delete this. I can find where to delete the draft under the launch map page. Oh, okay.\n\nBecause from the old one, it's allowing us to delete a draft. Mhmm. Continue. No. I didn't see that.\n\nOne moment. Let me just go back. Mhmm. Okay. Got it.\n\nAnd so far, appreciate your help. Oh, and then so far, I think Dom is already aware about the update, but users. Okay. Mhmm. No.\n\nIt's my name only. Can I Okay? And we can just use the same phone. Right? Got it.\n\nBut perfect. And we can use the same phone number, right, for the OTP verification? Yeah. Okay. That would be noted.\n\nBut doing the OTP is just one time. Right? It's not every time that we access the portal. Hello? Can you hear me?\n\nAlright. Alright. Thank you. Just for clarification, the one time passcode is only one time that needs to be done with this new portal. Right?\n\nIt's not every login that we need, like, in a daily basis. Yeah. Okay. That would be fine. Sure.\n\nThank you so much for all these details, Linda. Appreciate your time. You do the same. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.79999995,"sentiment":"positive","sentiment_score":0.38003063201904297},{"text":"Thank you so much for calling your account.","start":0.79999995,"end":2.8999999,"sentiment":"positive","sentiment_score":0.6448854431509972},{"text":"This is Melissa.","start":3.04,"end":4.02,"sentiment":"positive","sentiment_score":0.5595231850941976},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.547913447022438},{"text":"Hi.","start":11.12,"end":11.44,"sentiment":"positive","sentiment_score":0.3505150079727173}],"sentiment":"positive","sentiment_score":0.5713515485587873,"num_words":19,"start":0.48,"end":11.44},{"sentences":[{"text":"Nice to have you on the line.","start":11.44,"end":12.719999,"sentiment":"positive","sentiment_score":0.6646208763122559},{"text":"Fine.","start":12.719999,"end":13.12,"sentiment":"positive","sentiment_score":0.48497357964515686},{"text":"Thank you 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My name is Linda. I'm calling from Marshall Freeman. How are you? You're well. Just before we go any further, I do need to confirm your ID first. Could you confirm your full name? Thank you, Melissa. And also just your email address? Excellent. Thank you. Okay. I'm just so sorry to get back to you now. It's been quite a busy morning. I've read in the notes here that you're having some difficulty with logging on. Is that correct? Oh, fantastic. Right. You can only access 28 of them? What do you mean by access? Do you mean, like do you mean actually look at, like, go into? Okay. Were the other ones closed? How many of you got closed? Oh, I know what it is. I know what it is. So are you in there now? Okay. I'm just gonna go in as well. So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search? Under the quick filter, it has search. Click on that, Then you're gonna scroll down. See the date created? It's just the default. It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their debts popping up. So if you just delete that and you can even, like, if you want to do from a certain date, you can as well. So if you just delete that and then scroll all the way down the bottom and go apply, then it should come up with all of them. I'm not sure if you can delete draft. I'm just gonna have a look now. Okay. Let's hang on one second. Okay. So I think if you go to if you go to create and then go to debt lodgment and then go continue. Mhmm. And then does it come up with existing debt lodgment drafts? It's not? Okay. So just cancel. Just cancel. Don't worry about that then. I will find out. I'm not able to give you an answer just yet on how you can delete a draft because I'm not really print. That's not oh, maybe we go edit. I'm just gonna have a look. Yeah. I will bring that one to the IT team because I'm not sure how to delete a draft. Okay? Was there anything else? No problem. Alright. Well, you have a good day. And have you added any of your users? Do you have just one other person that you won't authorize to speak with us? Yes. But you need to you need to because you are the primary client on the file. So on the if you just go to users, you just have a look there. Mhmm. On the left hand side, it says users. Click on that one. Okay. Can you see Dom's details? Okay. You're gonna need to go create user, and you're gonna need to fill in the details for Dom. Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well. But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in. And and the system's gonna ask you the system will ask you when you're creating a new user. It's gonna ask for your date of birth, and that's just it's just a security thing. We don't collect your date of birth or anything like that. It's just for verifying that it's you that's putting in the details as well. It's just it's a higher security system that we're using now. I you can if you want to, but there's gonna be a code that's gonna be sent to that mobile. So if one day you're not in the office, if it was your mobile, for example, and you're not in the office, that's not gonna be very beneficial. It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal. So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it. Melissa, I can't hear you anymore. Hello? Yep. I can hear you now. The verification process, the two point verification process, it lasts for thirty days. After thirty days, you have to do it again. It's just to make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now. Okay. Thank you. Have a good day. Thanks. 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Melissa. My name is Linda. I'm calling from Marshall Freeman. How are you? You're well.\n\nJust before we go any further, I do need to confirm your ID first. Could you confirm your full name? Thank you, Melissa. And also just your email address? Excellent.\n\nThank you. Okay. I'm just so sorry to get back to you now. It's been quite a busy morning. I've read in the notes here that you're having some difficulty with logging on.\n\nIs that correct? Oh, fantastic. Right. You can only access 28 of them? What do you mean by access?\n\nDo you mean, like do you mean actually look at, like, go into? Okay. Were the other ones closed? How many of you got closed? Oh, I know what it is.\n\nI know what it is. So are you in there now? Okay. I'm just gonna go in as well. So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search?\n\nUnder the quick filter, it has search. Click on that, Then you're gonna scroll down. See the date created? It's just the default. It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their debts popping up.\n\nSo if you just delete that and you can even, like, if you want to do from a certain date, you can as well. So if you just delete that and then scroll all the way down the bottom and go apply, then it should come up with all of them. I'm not sure if you can delete draft. I'm just gonna have a look now. Okay.\n\nLet's hang on one second. Okay. So I think if you go to if you go to create and then go to debt lodgment and then go continue. Mhmm. And then does it come up with existing debt lodgment drafts?\n\nIt's not? Okay. So just cancel. Just cancel. Don't worry about that then.\n\nI will find out. I'm not able to give you an answer just yet on how you can delete a draft because I'm not really print. That's not oh, maybe we go edit. I'm just gonna have a look. Yeah.\n\nI will bring that one to the IT team because I'm not sure how to delete a draft. Okay? Was there anything else? No problem. Alright.\n\nWell, you have a good day. And have you added any of your users? Do you have just one other person that you won't authorize to speak with us? Yes. But you need to you need to because you are the primary client on the file.\n\nSo on the if you just go to users, you just have a look there. Mhmm. On the left hand side, it says users. Click on that one. Okay.\n\nCan you see Dom's details? Okay. You're gonna need to go create user, and you're gonna need to fill in the details for Dom. Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well. But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in.\n\nAnd and the system's gonna ask you the system will ask you when you're creating a new user. It's gonna ask for your date of birth, and that's just it's just a security thing. We don't collect your date of birth or anything like that. It's just for verifying that it's you that's putting in the details as well. It's just it's a higher security system that we're using now.\n\nI you can if you want to, but there's gonna be a code that's gonna be sent to that mobile. So if one day you're not in the office, if it was your mobile, for example, and you're not in the office, that's not gonna be very beneficial. It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal. So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it. Melissa, I can't hear you anymore.\n\nHello? Yep. I can hear you now. The verification process, the two point verification process, it lasts for thirty days. After thirty days, you have to do it again.\n\nIt's just to make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now. Okay. Thank you. Have a good day. Thanks.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi, Melissa.","start":6.08,"end":6.8799996,"sentiment":"neutral","sentiment_score":0.1591179445385933},{"text":"My name is Linda.","start":6.8799996,"end":7.68,"sentiment":"neutral","sentiment_score":0.1402487102895975},{"text":"I'm calling from Marshall Freeman.","start":7.68,"end":9.059999,"sentiment":"neutral","sentiment_score":0.18422362208366394},{"text":"How are you?","start":9.2,"end":10.0199995,"sentiment":"neutral","sentiment_score":0.18012575805187225},{"text":"You're well.","start":16.115,"end":16.775,"sentiment":"positive","sentiment_score":0.41104769706726074}],"sentiment":"neutral","sentiment_score":0.19767634430900216,"num_words":16,"start":6.08,"end":16.775},{"sentences":[{"text":"Just before we go any further, I do need to confirm your ID first.","start":17.154999,"end":20.994999,"sentiment":"neutral","sentiment_score":0.08314694144896098},{"text":"Could you confirm your full name?","start":20.994999,"end":22.695,"sentiment":"neutral","sentiment_score":0.0723690316081047},{"text":"Thank you, Melissa.","start":26.115,"end":27.154999,"sentiment":"neutral","sentiment_score":0.2546234130859375},{"text":"And also just your email address?","start":27.154999,"end":28.855,"sentiment":"neutral","sentiment_score":0.0778020719687144},{"text":"Excellent.","start":33.77,"end":34.27,"sentiment":"positive","sentiment_score":0.45304375886917114}],"sentiment":"neutral","sentiment_score":0.10939992666244507,"num_words":30,"start":17.154999,"end":34.27},{"sentences":[{"text":"Thank you.","start":34.329998,"end":35.129997,"sentiment":"positive","sentiment_score":0.4355384260416031},{"text":"Okay.","start":35.129997,"end":35.629997,"sentiment":"neutral","sentiment_score":0.059567421674728394},{"text":"I'm just so sorry to get back to you now.","start":35.85,"end":38.649998,"sentiment":"neutral","sentiment_score":-0.22101985588669776},{"text":"It's been quite a busy morning.","start":38.649998,"end":40.75,"sentiment":"negative","sentiment_score":-0.4010804394880931},{"text":"I've read in the notes here that you're having some difficulty with logging on.","start":41.69,"end":47.445,"sentiment":"neutral","sentiment_score":-0.28148295836789267}],"sentiment":"neutral","sentiment_score":-0.23111510118751816,"num_words":33,"start":34.329998,"end":47.445},{"sentences":[{"text":"Is that correct?","start":47.445,"end":48.425003,"sentiment":"neutral","sentiment_score":-0.1258559599518776},{"text":"Oh, fantastic.","start":57.940002,"end":58.760002,"sentiment":"neutral","sentiment_score":0.212884783744812},{"text":"Right.","start":60.260002,"end":60.760002,"sentiment":"neutral","sentiment_score":-0.005471996963024139},{"text":"You can only access 28 of them?","start":80.945,"end":83.284996,"sentiment":"neutral","sentiment_score":-0.07000939973763057},{"text":"What do you mean by access?","start":84.705,"end":86.225,"sentiment":"neutral","sentiment_score":-0.03405032679438591}],"sentiment":"neutral","sentiment_score":-0.0342967404346717,"num_words":19,"start":47.445,"end":86.225},{"sentences":[{"text":"Do you mean, like do you mean actually look at, like, go into?","start":86.225,"end":90.17,"sentiment":"neutral","sentiment_score":-0.03885954990983009},{"text":"Okay.","start":92.87,"end":93.37,"sentiment":"neutral","sentiment_score":-0.03118024580180645},{"text":"Were the other ones closed?","start":93.91,"end":95.450005,"sentiment":"neutral","sentiment_score":-0.04776833727955818},{"text":"How many of you got closed?","start":95.51,"end":96.97,"sentiment":"neutral","sentiment_score":-0.049586267520984016},{"text":"Oh, I know what it is.","start":100.07,"end":101.61,"sentiment":"neutral","sentiment_score":-0.06113427566985289}],"sentiment":"neutral","sentiment_score":-0.046436107747497096,"num_words":31,"start":86.225,"end":101.61},{"sentences":[{"text":"I know what it is.","start":101.990005,"end":103.005,"sentiment":"neutral","sentiment_score":-0.05640579015016556},{"text":"So are you in there now?","start":103.485,"end":105.825,"sentiment":"neutral","sentiment_score":-0.011792205894986788},{"text":"Okay.","start":107.564995,"end":108.064995,"sentiment":"neutral","sentiment_score":0.014138828031718733},{"text":"I'm just gonna go in as well.","start":108.125,"end":109.884995,"sentiment":"neutral","sentiment_score":0.0037704048944371088},{"text":"So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search?","start":109.884995,"end":125.27,"sentiment":"neutral","sentiment_score":0.03427971533879086}],"sentiment":"neutral","sentiment_score":0.013332647615638763,"num_words":46,"start":101.990005,"end":125.27},{"sentences":[{"text":"Under the quick filter, it has search.","start":125.97,"end":128.23,"sentiment":"neutral","sentiment_score":0.03189569206110069},{"text":"Click on that, Then you're gonna scroll down.","start":131.33,"end":135.265,"sentiment":"neutral","sentiment_score":0.027248964412137866},{"text":"See the date created?","start":135.565,"end":136.865,"sentiment":"neutral","sentiment_score":0.02911701798439026},{"text":"It's just the default.","start":136.925,"end":138.125,"sentiment":"neutral","sentiment_score":0.012075081933289766},{"text":"It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their debts popping up.","start":138.125,"end":146.46,"sentiment":"neutral","sentiment_score":-0.04411271672982436}],"sentiment":"neutral","sentiment_score":-0.011038789297549092,"num_words":49,"start":125.97,"end":146.46},{"sentences":[{"text":"So if you just delete that and you can even, like, if you want to do from a certain date, you can as well.","start":146.46,"end":152.3,"sentiment":"neutral","sentiment_score":0.11962590164815386},{"text":"So if you just delete that and then scroll all the way down the bottom and go apply, then it should come up with all of them.","start":152.3,"end":158.40001,"sentiment":"neutral","sentiment_score":0.12181058139712722},{"text":"I'm not sure if you can delete draft.","start":177.47,"end":179.89,"sentiment":"neutral","sentiment_score":-0.26683678291738033},{"text":"I'm just gonna have a look now.","start":190.845,"end":193.185,"sentiment":"neutral","sentiment_score":0.06780825289232391},{"text":"Okay.","start":256.44,"end":256.94,"sentiment":"neutral","sentiment_score":0.01884588599205017}],"sentiment":"neutral","sentiment_score":0.06744353328622989,"num_words":67,"start":146.46,"end":256.94},{"sentences":[{"text":"Let's hang on one second.","start":258.04,"end":264.175,"sentiment":"neutral","sentiment_score":0.00012091398239135708},{"text":"Okay.","start":266.155,"end":266.655,"sentiment":"neutral","sentiment_score":0.02712458558380604},{"text":"So I think if you go to if you go to create and then go to debt lodgment and then go continue.","start":268.155,"end":283.12,"sentiment":"neutral","sentiment_score":0.006160454274239865},{"text":"Mhmm.","start":286.86002,"end":287.36002,"sentiment":"neutral","sentiment_score":0.011071857064962389},{"text":"And then does it come up with existing debt lodgment drafts?","start":289.035,"end":293.295,"sentiment":"neutral","sentiment_score":-0.03579259833151644}],"sentiment":"neutral","sentiment_score":-0.005484689376316965,"num_words":40,"start":258.04,"end":293.295},{"sentences":[{"text":"It's not?","start":299.435,"end":300.17502,"sentiment":"neutral","sentiment_score":-0.12996112555265427},{"text":"Okay.","start":300.23502,"end":300.635,"sentiment":"neutral","sentiment_score":-0.06010200455784798},{"text":"So just cancel.","start":300.635,"end":301.61502,"sentiment":"neutral","sentiment_score":-0.12241499622662862},{"text":"Just cancel.","start":301.97998,"end":302.72,"sentiment":"neutral","sentiment_score":-0.14972186088562012},{"text":"Don't worry about that then.","start":303.09998,"end":304.4,"sentiment":"neutral","sentiment_score":-0.10066473707556725}],"sentiment":"neutral","sentiment_score":-0.11461820396093222,"num_words":13,"start":299.435,"end":304.4},{"sentences":[{"text":"I will find out.","start":305.66,"end":307.36,"sentiment":"neutral","sentiment_score":-0.023527374491095543},{"text":"I'm not able to give you an answer just yet on how you can delete a draft because I'm not really print.","start":308.22,"end":318.195,"sentiment":"neutral","sentiment_score":-0.2920281670310281},{"text":"That's not oh, maybe we go edit.","start":318.195,"end":320.275,"sentiment":"neutral","sentiment_score":-0.2574050341333662},{"text":"I'm just gonna have a look.","start":320.275,"end":321.57498,"sentiment":"neutral","sentiment_score":-0.12742421527703604},{"text":"Yeah.","start":327.79498,"end":328.29498,"sentiment":"neutral","sentiment_score":-0.05774945765733719}],"sentiment":"neutral","sentiment_score":-0.2285714790225029,"num_words":40,"start":305.66,"end":328.29498},{"sentences":[{"text":"I will bring that one to the IT team because I'm not sure how to delete a draft.","start":328.595,"end":333.87,"sentiment":"neutral","sentiment_score":-0.09363724643157588},{"text":"Okay?","start":334.72998,"end":335.22998,"sentiment":"neutral","sentiment_score":0.005881430581212044},{"text":"Was there anything else?","start":338.00998,"end":339.38998,"sentiment":"neutral","sentiment_score":0.13912085071206093},{"text":"No problem.","start":342.88998,"end":343.71,"sentiment":"positive","sentiment_score":0.42944836616516113},{"text":"Alright.","start":344.16498,"end":344.485,"sentiment":"positive","sentiment_score":0.4586193263530731}],"sentiment":"neutral","sentiment_score":0.007477325244018665,"num_words":26,"start":328.595,"end":344.485},{"sentences":[{"text":"Well, you have a good day.","start":344.485,"end":345.525,"sentiment":"positive","sentiment_score":0.6509366234143575},{"text":"And have you added any of your users?","start":345.525,"end":347.625,"sentiment":"neutral","sentiment_score":0.08934457041323185},{"text":"Do you have just one other person that you won't authorize to speak with us?","start":348.245,"end":353.305,"sentiment":"neutral","sentiment_score":-0.07219206678370635},{"text":"Yes.","start":359.95,"end":360.27002,"sentiment":"neutral","sentiment_score":-0.003163373097777366},{"text":"But you need to you need to because you are the primary client on the file.","start":360.27002,"end":366.45,"sentiment":"neutral","sentiment_score":-0.05165319982916117}],"sentiment":"neutral","sentiment_score":0.05886697242765323,"num_words":46,"start":344.485,"end":366.45},{"sentences":[{"text":"So on the if you just go to users, you just have a look there.","start":366.59,"end":372.69,"sentiment":"neutral","sentiment_score":-0.024030801529685657},{"text":"Mhmm.","start":373.23,"end":373.73,"sentiment":"neutral","sentiment_score":-0.006445266772061586},{"text":"On the left hand side, it says users.","start":373.79,"end":375.73,"sentiment":"neutral","sentiment_score":-0.004954597330652177},{"text":"Click on that one.","start":375.765,"end":376.665,"sentiment":"neutral","sentiment_score":-0.01391215343028307},{"text":"Okay.","start":378.24503,"end":378.565,"sentiment":"neutral","sentiment_score":0.004454160109162331}],"sentiment":"neutral","sentiment_score":-0.015784086964639097,"num_words":29,"start":366.59,"end":378.565},{"sentences":[{"text":"Can you see Dom's details?","start":378.565,"end":380.105,"sentiment":"neutral","sentiment_score":-0.01399919018149376},{"text":"Okay.","start":383.605,"end":384.105,"sentiment":"neutral","sentiment_score":-0.0391128733754158},{"text":"You're gonna need to go create user, and you're gonna need to fill in the details for Dom.","start":384.24503,"end":390.71,"sentiment":"neutral","sentiment_score":-0.04856820828798744},{"text":"Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well.","start":390.71,"end":398.71,"sentiment":"neutral","sentiment_score":-0.0437674744365116},{"text":"But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in.","start":398.71,"end":408.475,"sentiment":"neutral","sentiment_score":0.0011449902473638456}],"sentiment":"neutral","sentiment_score":-0.027864947138975065,"num_words":72,"start":378.565,"end":408.475},{"sentences":[{"text":"And and the system's gonna ask you the system will ask you when you're creating a new user.","start":410.055,"end":416.475,"sentiment":"neutral","sentiment_score":-0.0076952654247482615},{"text":"It's gonna ask for your date of birth, and that's just it's just a security thing.","start":416.74,"end":422.41998,"sentiment":"neutral","sentiment_score":-0.07355568581260741},{"text":"We don't collect your date of birth or anything like that.","start":422.41998,"end":424.9,"sentiment":"neutral","sentiment_score":-0.23579944737932898},{"text":"It's just for verifying that it's you that's putting in the details as well.","start":424.9,"end":430.19998,"sentiment":"neutral","sentiment_score":0.16925405072314398},{"text":"It's just it's a higher security system that we're using now.","start":431.01498,"end":434.315,"sentiment":"neutral","sentiment_score":0.13243317604064941}],"sentiment":"neutral","sentiment_score":-0.0011839717892663819,"num_words":70,"start":410.055,"end":434.315},{"sentences":[{"text":"I you can if you want to, but there's gonna be a code that's gonna be sent to that mobile.","start":439.735,"end":446.62997,"sentiment":"neutral","sentiment_score":0.052828603982925416},{"text":"So if one day you're not in the office, if it was your mobile, for example, and you're not in the office, that's not gonna be very beneficial.","start":446.62997,"end":456.65,"sentiment":"neutral","sentiment_score":-0.24409715778061322},{"text":"It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal.","start":457.99,"end":469.775,"sentiment":"neutral","sentiment_score":0.12379808615772955},{"text":"So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it.","start":469.995,"end":478.28,"sentiment":"neutral","sentiment_score":0.031498789214170896},{"text":"Melissa, I can't hear you anymore.","start":490.855,"end":492.45502,"sentiment":"neutral","sentiment_score":-0.2133368862171968}],"sentiment":"neutral","sentiment_score":-0.021634778964358406,"num_words":111,"start":439.735,"end":492.45502},{"sentences":[{"text":"Hello?","start":492.45502,"end":492.95502,"sentiment":"neutral","sentiment_score":-0.06664155423641205},{"text":"Yep.","start":494.135,"end":494.635,"sentiment":"neutral","sentiment_score":-0.03896976262331009},{"text":"I can hear you now.","start":495.815,"end":497.035,"sentiment":"neutral","sentiment_score":-0.04462271109223366},{"text":"The verification process, the two point verification process, it lasts for thirty days.","start":511.66998,"end":517.29504,"sentiment":"neutral","sentiment_score":0.004338790089465105},{"text":"After thirty days, you have to do it again.","start":517.29504,"end":519.79504,"sentiment":"neutral","sentiment_score":-0.005628209147188399}],"sentiment":"neutral","sentiment_score":-0.011137051154570332,"num_words":29,"start":492.45502,"end":519.79504},{"sentences":[{"text":"It's just to make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now.","start":521.775,"end":537.45996,"sentiment":"neutral","sentiment_score":0.18705116160984697},{"text":"Okay.","start":542.935,"end":543.435,"sentiment":"positive","sentiment_score":0.6232551336288452},{"text":"Thank you.","start":544.775,"end":545.495,"sentiment":"positive","sentiment_score":0.8018818795681},{"text":"Have a good day.","start":545.495,"end":546.55505,"sentiment":"positive","sentiment_score":0.7618407756090164},{"text":"Thanks.","start":548.775,"end":549.255,"sentiment":"positive","sentiment_score":0.6184319853782654}],"sentiment":"neutral","sentiment_score":0.3058729099260794,"num_words":37,"start":521.775,"end":549.255},{"sentences":[{"text":"Bye.","start":549.255,"end":549.755,"sentiment":"neutral","sentiment_score":-0.0890626311302185}],"sentiment":"neutral","sentiment_score":-0.0890626311302185,"num_words":1,"start":549.255,"end":549.755}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. This is Melissa. How may I help you today?\n\nChannel 1: Hi, Melissa. My name is Linda. I'm calling from Marshall Freeman. How are you?\n\nChannel 0: Hi. Nice to have you on the line. Fine. Thank you so much for giving me a callback. So\n\nChannel 1: You're well. Just before\n\nChannel 0: recent\n\nChannel 1: we go any further, I do need to confirm your ID first. Could you confirm your full name?\n\nChannel 0: sure. Melissa basida.\n\nChannel 1: Thank you, Melissa. And also just your email address?\n\nChannel 0: Melissa@airtel.net.au.\n\nChannel 1: Excellent. Thank you. Okay. I'm just so sorry to get back to you now. It's been quite a busy morning.\n\nChannel 0: Mhmm.\n\nChannel 1: I've read in the notes here that you're having some difficulty with logging on. Is that correct?\n\nChannel 0: Yeah. Earlier, after I've called you guys with Chart, so we're able to log in the\n\nChannel 1: Oh,\n\nChannel 0: new portal\n\nChannel 1: fantastic.\n\nChannel 0: that you do have. But\n\nChannel 1: Right.\n\nChannel 0: since this is a new PACE, I do have some questions because I'm trying to navigate this. I could see in here that we have a total of 54 lodgment date. Those includes active, close, viable. However, I could just access, 28 of them.\n\nChannel 1: You can only access 28 of them?\n\nChannel 0: Yes. Because\n\nChannel 1: What\n\nChannel 0: from,\n\nChannel 1: do you mean by\n\nChannel 0: debt\n\nChannel 1: access?\n\nChannel 0: overview\n\nChannel 1: Do you mean, like do you mean actually look at, like, go into?\n\nChannel 0: Yeah. In the portal. Because I've,\n\nChannel 1: Okay.\n\nChannel 0: I've\n\nChannel 1: Were\n\nChannel 0: checked\n\nChannel 1: the\n\nChannel 0: the\n\nChannel 1: other\n\nChannel 0: portal.\n\nChannel 1: ones closed? How many of you got closed? Oh, I know what it is. I know what it is. So are you in there now?\n\nChannel 0: Yeah.\n\nChannel 1: Okay. I'm just gonna go in as well. So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search? Under the quick filter, it has search.\n\nChannel 0: Mhmm.\n\nChannel 1: Click on that, Then you're gonna scroll down. See the date created? It's just the default. It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their debts popping up. So if you just delete that and you can even, like, if you want to do from a certain date, you can as well.\n\nSo if you just delete that and then scroll all the way down the bottom and go apply, then it should come up with all of them.\n\nChannel 0: Okay. Got it. And how about deleting a draft? Because I've I'm trying to navigate and then I created a draft, and then I wanted to delete this. I can find where to delete the draft under the launch map page.\n\nChannel 1: I'm not sure if you can delete draft.\n\nChannel 0: Oh, okay. Because from the old one, it's allowing us to delete a draft.\n\nChannel 1: I'm just gonna have a look now. Okay. Let's hang on one second. Okay. So I think if you go to if you go to create and then go to debt lodgment\n\nChannel 0: Mhmm.\n\nChannel 1: and then go continue.\n\nChannel 0: Continue.\n\nChannel 1: Mhmm. And then does it come up with existing debt lodgment drafts?\n\nChannel 0: No. I\n\nChannel 1: It's\n\nChannel 0: didn't\n\nChannel 1: not?\n\nChannel 0: see that.\n\nChannel 1: Okay. So just cancel. Just cancel. Don't worry about that then.\n\nChannel 0: One moment. Let me just\n\nChannel 1: I will\n\nChannel 0: go\n\nChannel 1: find\n\nChannel 0: back.\n\nChannel 1: out. I'm not able to give you an answer just yet on how you can delete a draft\n\nChannel 0: Mhmm.\n\nChannel 1: because I'm not really print. That's not oh, maybe we go edit. I'm just gonna have a look. Yeah. I will bring that one to the IT team because I'm not sure how to delete a draft.\n\nOkay?\n\nChannel 0: Okay. Got it.\n\nChannel 1: Was there anything else?\n\nChannel 0: And so far, appreciate your help.\n\nChannel 1: No problem. Alright. Well, you have a good day. And have you added any of your users? Do you have just one other person that you won't authorize to speak with us?\n\nChannel 0: Oh, and then so far, I think Dom is already aware about the update,\n\nChannel 1: Yes. But\n\nChannel 0: but\n\nChannel 1: you need to you need to because you are the primary client on the file. So on the if you just go to users, you just\n\nChannel 0: users.\n\nChannel 1: have a look there. Mhmm.\n\nChannel 0: Okay.\n\nChannel 1: On the left hand side, it says users. Click on that one.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. Can you see Dom's details?\n\nChannel 0: No. It's my name only. Can I\n\nChannel 1: Okay. You're gonna need to go create user, and you're gonna need to fill in the details for Dom. Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well. But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in.\n\nChannel 0: Okay? And we\n\nChannel 1: And\n\nChannel 0: can just\n\nChannel 1: and\n\nChannel 0: use\n\nChannel 1: the system's\n\nChannel 0: the same\n\nChannel 1: gonna\n\nChannel 0: phone. Right?\n\nChannel 1: ask you the system will ask you when you're creating a new user. It's gonna ask for your date of birth, and that's just it's just a security thing. We don't collect your date of birth or anything like that. It's just for verifying that it's you that's putting in the details as well. It's\n\nChannel 0: Got\n\nChannel 1: just\n\nChannel 0: it.\n\nChannel 1: it's\n\nChannel 0: But\n\nChannel 1: a higher security system that we're using now.\n\nChannel 0: perfect. And we can use the same phone number, right, for the OTP verification?\n\nChannel 1: I you can if you want to, but there's gonna be a code that's gonna be sent to that mobile. So\n\nChannel 0: Yeah.\n\nChannel 1: if one day you're not in the office, if it was your mobile, for example, and you're not in the office, that's not gonna be very beneficial. It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal. So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it.\n\nChannel 0: Okay. That would be noted. But doing the OTP is just one time. Right? It's not every time that we access the portal.\n\nChannel 1: Melissa, I can't hear you anymore. Hello?\n\nChannel 0: Hello?\n\nChannel 1: Yep.\n\nChannel 0: Can you hear me?\n\nChannel 1: I can hear you now.\n\nChannel 0: Alright. Alright. Thank you. Just for clarification, the one time passcode is only one time that needs to be done with this new portal. Right?\n\nIt's not every login that we need, like, in\n\nChannel 1: The\n\nChannel 0: a\n\nChannel 1: verification\n\nChannel 0: daily basis.\n\nChannel 1: process, the two\n\nChannel 0: Yeah.\n\nChannel 1: point verification process, it lasts for thirty days. After thirty days, you have to do it again.\n\nChannel 0: Okay. That\n\nChannel 1: It's\n\nChannel 0: would\n\nChannel 1: just\n\nChannel 0: be\n\nChannel 1: to\n\nChannel 0: fine.\n\nChannel 1: make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now.\n\nChannel 0: Sure. Thank you so much for all these details, Linda. Appreciate\n\nChannel 1: Okay.\n\nChannel 0: your time.\n\nChannel 1: Thank you. Have a good day.\n\nChannel 0: You do the same. Bye bye.\n\nChannel 1: Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.79999995,"sentiment":"positive","sentiment_score":0.38003063201904297},{"text":"Thank you so much for calling your account.","start":0.79999995,"end":2.8999999,"sentiment":"positive","sentiment_score":0.6448854431509972},{"text":"This is Melissa.","start":3.04,"end":4.02,"sentiment":"positive","sentiment_score":0.5595231850941976},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.547913447022438}],"sentiment":"positive","sentiment_score":0.5836202452580134,"channel":0,"num_words":18,"start":0.48,"end":5.38},{"sentences":[{"text":"Hi, Melissa.","start":6.08,"end":6.8799996,"sentiment":"neutral","sentiment_score":0.1591179445385933},{"text":"My name is Linda.","start":6.8799996,"end":7.68,"sentiment":"neutral","sentiment_score":0.1402487102895975},{"text":"I'm calling from Marshall 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callback.","start":13.12,"end":15.299999,"sentiment":"positive","sentiment_score":0.6475181115998162},{"text":"So","start":16.045,"end":16.545,"sentiment":"positive","sentiment_score":0.4064254760742187}],"sentiment":"positive","sentiment_score":0.616943326435591,"channel":0,"num_words":19,"start":11.12,"end":16.545},{"sentences":[{"text":"You're well.","start":16.115,"end":16.775,"sentiment":"positive","sentiment_score":0.41104769706726074},{"text":"Just before","start":17.154999,"end":17.795,"sentiment":"neutral","sentiment_score":0.06491938605904579}],"sentiment":"neutral","sentiment_score":0.23798354156315327,"channel":1,"num_words":4,"start":16.115,"end":17.795},{"sentences":[{"text":"recent","start":17.725,"end":18.225,"sentiment":"neutral","sentiment_score":0.06197360157966614}],"sentiment":"neutral","sentiment_score":0.06197360157966614,"channel":0,"num_words":1,"start":17.725,"end":18.225},{"sentences":[{"text":"we go any further, I do need to confirm your ID first.","start":17.795,"end":20.994999,"sentiment":"neutral","sentiment_score":0.08618486734728019},{"text":"Could you confirm your full name?","start":20.994999,"end":22.695,"sentiment":"neutral","sentiment_score":0.0723690316081047}],"sentiment":"neutral","sentiment_score":0.08157958876755503,"channel":1,"num_words":18,"start":17.795,"end":22.695},{"sentences":[{"text":"sure.","start":23.244999,"end":23.645,"sentiment":"neutral","sentiment_score":0.0442805290222168},{"text":"Melissa basida.","start":23.645,"end":24.785,"sentiment":"neutral","sentiment_score":0.044173263013362885}],"sentiment":"neutral","sentiment_score":0.04420901834964752,"channel":0,"num_words":3,"start":23.244999,"end":24.785},{"sentences":[{"text":"Thank you, Melissa.","start":26.115,"end":27.154999,"sentiment":"neutral","sentiment_score":0.2546234130859375},{"text":"And also just your email 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has search.","start":125.97,"end":128.23,"sentiment":"neutral","sentiment_score":0.03189569206110069}],"sentiment":"neutral","sentiment_score":0.028317948115900868,"channel":1,"num_words":42,"start":107.564995,"end":128.23},{"sentences":[{"text":"Mhmm.","start":130.03,"end":130.53,"sentiment":"neutral","sentiment_score":0.02863591350615025}],"sentiment":"neutral","sentiment_score":0.02863591350615025,"channel":0,"num_words":1,"start":130.03,"end":130.53},{"sentences":[{"text":"Click on that, Then you're gonna scroll down.","start":131.33,"end":135.265,"sentiment":"neutral","sentiment_score":0.027248964412137866},{"text":"See the date created?","start":135.565,"end":136.865,"sentiment":"neutral","sentiment_score":0.02911701798439026},{"text":"It's just the default.","start":136.925,"end":138.125,"sentiment":"neutral","sentiment_score":0.012075081933289766},{"text":"It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their 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logging into the client portal and is trying to navigate the process. The agent, Melissa, asks Linda to confirm her ID and email address before explaining the process. They discuss deleting a draft and the need for a code to verify the customer's identity. The agent also explains the security process and the need for a one-time passcode to ensure proper security."},"intents":{"segments":[{"text":"since this is a new PACE, I do have some questions because I'm trying to navigate this. I could see in here that we have a total of 54 lodgment date. Those includes active, close, viable. However, I could just access, 28 of them. You can only access 28 of them? Yes.","start_word":151,"end_word":202,"intents":[{"intent":"Access debts","confidence_score":0.032606915}]},{"text":"So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search? Under the quick filter, it has search. Mhmm. Click on that, Then you're gonna scroll down. See the date created? It's just the default.","start_word":275,"end_word":325,"intents":[{"intent":"Clarify browser options","confidence_score":0.0000348845}]},{"text":"And so far, appreciate your help. No problem.","start_word":607,"end_word":614,"intents":[{"intent":"Help","confidence_score":0.0077420473}]},{"text":"And have you added any of your users? Do you have just one other person that you won't authorize to speak with us?","start_word":622,"end_word":644,"intents":[{"intent":"Add users","confidence_score":0.42419145}]},{"text":"It's my name only. Can I Okay. You're gonna need to go create user, and you're gonna need to fill in the details for Dom. Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well. But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in. Okay?","start_word":715,"end_word":788,"intents":[{"intent":"Verify identity","confidence_score":0.4685706},{"intent":"Confirm identity","confidence_score":0.0007431016}]},{"text":"It's just for verifying that it's you that's putting in the details as well. It's Got just it.","start_word":844,"end_word":861,"intents":[{"intent":"Verify identity","confidence_score":0.7575378}]},{"text":"And we can use the same phone number, right, for the OTP verification?","start_word":872,"end_word":884,"intents":[{"intent":"Use mobile number","confidence_score":0.5874035}]},{"text":"It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal. So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it. Okay.","start_word":934,"end_word":991,"intents":[{"intent":"Track activity","confidence_score":0.8906066}]},{"text":"But doing the OTP is just one time. Right? It's not every time that we access the portal.","start_word":996,"end_word":1013,"intents":[{"intent":"Access portal","confidence_score":0.76151675}]},{"text":"Just for clarification, the one time passcode is only one time that needs to be done with this new portal. Right?","start_word":1036,"end_word":1056,"intents":[{"intent":"Provide passcode","confidence_score":0.079100095}]},{"text":"That It's would just be to fine. make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now. Sure.","start_word":1093,"end_word":1126,"intents":[{"intent":"Ensure security","confidence_score":0.07446783}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your account. This is Melissa. How may I help you today?","start_word":0,"end_word":17,"sentiment":"positive","sentiment_score":0.5727506875991821},{"text":"Hi, Melissa. My name is Linda. I'm calling from Marshall Freeman. How are you?","start_word":18,"end_word":31,"sentiment":"neutral","sentiment_score":0.17165617644786835},{"text":"Hi. Nice to have you on the line. Fine. Thank you so much for giving me a callback. So You're well.","start_word":32,"end_word":52,"sentiment":"positive","sentiment_score":0.5761458277702332},{"text":"Just before recent we go any further, I do need to confirm your ID first. Could you confirm your full name? sure. Melissa basida. Thank you, Melissa. And also just your email address? Melissa@airtel.net.au.","start_word":53,"end_word":86,"sentiment":"neutral","sentiment_score":0.0831986740231514},{"text":"Excellent. Thank you.","start_word":87,"end_word":89,"sentiment":"positive","sentiment_score":0.4355838000774383},{"text":"Okay. I'm just so sorry to get back to you now.","start_word":90,"end_word":100,"sentiment":"neutral","sentiment_score":-0.1682478040456772},{"text":"It's been quite a busy morning.","start_word":101,"end_word":106,"sentiment":"negative","sentiment_score":-0.4078059196472168},{"text":"Mhmm. I've read in the notes here that you're having some difficulty with logging on. Is that correct? Yeah. Earlier, after I've called you guys with Chart, so we're able to log in the Oh, new portal fantastic. that you do have. But Right. since this is a new PACE, I do have some questions because I'm trying to navigate this. I could see in here that we have a total of 54 lodgment date. Those includes active, close, viable. However, I could just access, 28 of them. You can only access 28 of them? Yes. Because What from, do you mean by debt access? overview Do you mean, like do you mean actually look at, like, go into? Yeah. In the portal. Because I've, Okay. I've Were checked the the other portal. ones closed? How many of you got closed? Oh, I know what it is. I know what it is. So are you in there now? Yeah. Okay. I'm just gonna go in as well. So when you're in the client portal, what you will need to do is when you go to the right hand side, see where it's got search? Under the quick filter, it has search. Mhmm. Click on that, Then you're gonna scroll down. See the date created? It's just the default. It just defaults for twelve months because we have some some old clients that they they might not want, like, all of their debts popping up. So if you just delete that and you can even, like, if you want to do from a certain date, you can as well. So if you just delete that and then scroll all the way down the bottom and go apply, then it should come up with all of them. Okay. Got it. And how about deleting a draft? Because I've I'm trying to navigate and then I created a draft, and then I wanted to delete this. I can find where to delete the draft under the launch map page. I'm not sure if you can delete draft. Oh, okay. Because from the old one, it's allowing us to delete a draft. I'm just gonna have a look now. Okay. Let's hang on one second. Okay. So I think if you go to if you go to create and then go to debt lodgment Mhmm. and then go continue. Continue. Mhmm. And then does it come up with existing debt lodgment drafts? No. I It's didn't not? see that. Okay. So just cancel. Just cancel. Don't worry about that then. One moment. Let me just I will go find back. out. I'm not able to give you an answer just yet on how you can delete a draft Mhmm. because I'm not really print. That's not oh, maybe we go edit. I'm just gonna have a look. Yeah. I will bring that one to the IT team because I'm not sure how to delete a draft. Okay? Okay. Got it. Was there anything else?","start_word":107,"end_word":606,"sentiment":"neutral","sentiment_score":-0.03319185665249825},{"text":"And so far, appreciate your help. No problem. Alright. Well, you have a good day.","start_word":607,"end_word":621,"sentiment":"positive","sentiment_score":0.5573230385780334},{"text":"And have you added any of your users? Do you have just one other person that you won't authorize to speak with us? Oh, and then so far, I think Dom is already aware about the update, Yes. But but you need to you need to because you are the primary client on the file. So on the if you just go to users, you just users. have a look there. Mhmm. Okay. On the left hand side, it says users. Click on that one. Mhmm. Okay. Can you see Dom's details? No. It's my name only. Can I Okay. You're gonna need to go create user, and you're gonna need to fill in the details for Dom. Because when he goes to log in to the client portal, he will need to go through the two step authentication process as well. But we need his full name, his email address, and mobile because that's how the system's gonna verify that it is him logging in. Okay? And we can And just and use the system's the same phone. gonna Right? ask you the system will ask you when you're creating a new user. It's gonna ask for your date of birth, and that's just it's just a security thing. We don't collect your date of birth or anything like that. It's just for verifying that it's you that's putting in the details as well. It's Got just it. it's But a higher security system that we're using now.","start_word":622,"end_word":870,"sentiment":"neutral","sentiment_score":-0.017559397681410533},{"text":"perfect.","start_word":871,"end_word":871,"sentiment":"positive","sentiment_score":0.5620197653770447},{"text":"And we can use the same phone number, right, for the OTP verification? I you can if you want to, but there's gonna be a code that's gonna be sent to that mobile. So Yeah. if one day you're not in the office, if it was your mobile, for example, and you're not in the office, that's not gonna be very beneficial. It's better if you do use individual emails and mobile numbers because the other thing is is that you'll be able to track the activity that's occurred in the client portal. So say if someone's lodged a debt and it was lodged incorrectly, you'll be able to identify whether it was yourself or him that lodged it. Okay. That would be noted. But doing the OTP is just one time. Right? It's not every time that we access the portal. Melissa, I can't hear you anymore. Hello? Hello? Yep. Can you hear me? I can hear you now. Alright. Alright. Thank you. Just for clarification, the one time passcode is only one time that needs to be done with this new portal. Right? It's not every login that we need, like, in The a verification daily basis. process, the two Yeah. point verification process, it lasts for thirty days. After thirty days, you have to do it again. Okay. That It's would just be to fine. make sure that your the your security data, your personal data, your client data, all of that, that the security of that is well protected now. Sure.","start_word":872,"end_word":1126,"sentiment":"neutral","sentiment_score":0.020664921030402184},{"text":"Thank you so much for all these details, Linda. Appreciate Okay. your time. Thank you. Have a good day. You do the same.","start_word":1127,"end_word":1149,"sentiment":"positive","sentiment_score":0.7826927304267883},{"text":"Bye bye.","start_word":1150,"end_word":1151,"sentiment":"neutral","sentiment_score":0.31195345520973206},{"text":"Thanks. Bye.","start_word":1152,"end_word":1153,"sentiment":"positive","sentiment_score":0.46986642479896545}],"average":{"sentiment":"neutral","sentiment_score":0.03412362752924915}}}}