{"metadata":{"transaction_key":"deprecated","request_id":"01a07e0e-fbf5-7a02-9692-b55f0c4804e4","sha256":"6689a417e64cec8b96603fc3005448250659c7a14f31705233b5331fd907e10a","created":"2026-09-07T22:48:29.047Z","duration":894.09595,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2078,"output_tokens":128},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2366,"output_tokens":2371},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2366,"output_tokens":246}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Matthew. My name is Larissa from Oakview Financial. How are you going? Yeah. Good. Thank you. I just have a couple of clients that I needed to inquire about. So first one is account number 24431862. Simon Tate. So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart. However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed. But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount. Thank you. Yep. He's like, I can see him under commenced, and it commenced yesterday with a no. No. Going to like like, on the hub going accounts, manage accounts, pension commencements. Going down there, and then from there, I can type in Simon or Tate in this instance just because laziness. And it shows up account name, Simon Tate. The account number, first payment is 8926. Frequency yearly commenced yesterday. Expected inflows, nothing. Actual inflows, 9777215. Tax deduction, nothing. Status commenced last update, 8926. Because the the the account was submitted through an in species request through, like, accounts, manage accounts, the internal transfers and external transfers function, where the account transaction consent was created and then authorized to it, like, sent to the client, client signed, and then it was submitted. And the pension payment details were for a pension payment amount of $20 annually with the proposed payment date of 08/09/2026. No. You're okay. No. You're okay. Hello. Sorry. I I'm intimately aware of the account, and I'm asking you to dig through it also. You're so fine. Yeah. Yes. Archie Financial. Yeah. Yeah. Absolutely. No. You're so fine. It's that time of year. I get it. Doesn't help when you're on a phone based role. Thank you. Yep. Perfection. I appreciate that. Yeah. Perfect. No. That that's amazing. Thank you. Now I did have another client if you wanna, like, write your notes and stuff before we move on. No. You're fine. I get it. This finance industry, we go we gotta look after each other. Trust me. I get it. If you pick up too many cases at once, you end up with an evening full of finance. Yeah. What was I doing? Perfect. So my next client is Peter Gibbons. I'll just grab the member number. It's 24429631. So Pia has a a pension commencement. Pension commenced was we we've submitted it to be commenced yesterday, and we requested to basically escalate the commencement with a payment. I can see that by the looks of it this morning, it's been commenced, and we were wondering if we could get an escalation to have a payment paid out today, if possible. Thank you. So yeah. So we spoke to the team yesterday, and they basically said that we could and they said that, essentially, the pension pension commencement paperwork would go get sent sent to the team last night, and then someone would pick it up this morning to basically do what they need to do. And we're wondering if we could get, like, the pension commencement prioritized in today's run to get commenced. And then there's cash sitting in the account if we can get a payment paid today post commencement. No. No. You're okay. No. You're right. Yep. Yep. Are you able to yeah. Yeah. Perfect. No. That's okay. That's that's absolutely fine. I'll call back around midday if I haven't heard anything anyway. Can I ask, has the client called to confirm his bank details on the account as well? Just so that way that's gonna hold up later. Do you have I know. Is there a system you can look in to see if that's good? Yes. Yes. A Peter. Oh, yeah. Yep. Cool. Yeah. You're correct. Yep. No. No. It's just it's on my mental checklist, and I'm always like, you have to call. But no. You're right. Yeah. Account. New your account. Yep. Amazing. Perfect. No. Thank you so much. You've been such a help. I appreciate you. You have a great day. Oh, yeah. Oh, thank you. Yes, please. Yep. Perfection. Thank you so much. Gotta be happy on a Tuesday. Otherwise, the rest of the week's just downhill. You too. 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Matthew. My name is Larissa from Oakview Financial. How are you going? Yeah. Good.\n\nThank you. I just have a couple of clients that I needed to inquire about. So first one is account number 24431862. Simon Tate. So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart.\n\nHowever, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed. But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount. Thank you. Yep. He's like, I can see him under commenced, and it commenced yesterday with a no.\n\nNo. Going to like like, on the hub going accounts, manage accounts, pension commencements. Going down there, and then from there, I can type in Simon or Tate in this instance just because laziness. And it shows up account name, Simon Tate. The account number, first payment is 8926.\n\nFrequency yearly commenced yesterday. Expected inflows, nothing. Actual inflows, 9777215. Tax deduction, nothing. Status commenced last update, 8926.\n\nBecause the the the account was submitted through an in species request through, like, accounts, manage accounts, the internal transfers and external transfers function, where the account transaction consent was created and then authorized to it, like, sent to the client, client signed, and then it was submitted. And the pension payment details were for a pension payment amount of $20 annually with the proposed payment date of 08/09/2026. No. You're okay. No.\n\nYou're okay. Hello. Sorry. I I'm intimately aware of the account, and I'm asking you to dig through it also. You're so fine.\n\nYeah. Yes. Archie Financial. Yeah. Yeah.\n\nAbsolutely. No. You're so fine. It's that time of year. I get it.\n\nDoesn't help when you're on a phone based role. Thank you. Yep. Perfection. I appreciate that.\n\nYeah. Perfect. No. That that's amazing. Thank you.\n\nNow I did have another client if you wanna, like, write your notes and stuff before we move on. No. You're fine. I get it. This finance industry, we go we gotta look after each other.\n\nTrust me. I get it. If you pick up too many cases at once, you end up with an evening full of finance. Yeah. What was I doing?\n\nPerfect. So my next client is Peter Gibbons. I'll just grab the member number. It's 24429631. So Pia has a a pension commencement.\n\nPension commenced was we we've submitted it to be commenced yesterday, and we requested to basically escalate the commencement with a payment. I can see that by the looks of it this morning, it's been commenced, and we were wondering if we could get an escalation to have a payment paid out today, if possible. Thank you. So yeah. So we spoke to the team yesterday, and they basically said that we could and they said that, essentially, the pension pension commencement paperwork would go get sent sent to the team last night, and then someone would pick it up this morning to basically do what they need to do.\n\nAnd we're wondering if we could get, like, the pension commencement prioritized in today's run to get commenced. And then there's cash sitting in the account if we can get a payment paid today post commencement. No. No. You're okay.\n\nNo. You're right. Yep. Yep. Are you able to yeah.\n\nYeah. Perfect. No. That's okay. That's that's absolutely fine.\n\nI'll call back around midday if I haven't heard anything anyway. Can I ask, has the client called to confirm his bank details on the account as well? Just so that way that's gonna hold up later. Do you have I know. Is there a system you can look in to see if that's good?\n\nYes. Yes. A Peter. Oh, yeah. Yep.\n\nCool. Yeah. You're correct. Yep. No.\n\nNo. It's just it's on my mental checklist, and I'm always like, you have to call. But no. You're right. Yeah.\n\nAccount. New your account. Yep. Amazing. Perfect.\n\nNo. Thank you so much. You've been such a help. I appreciate you. You have a great day.\n\nOh, yeah. Oh, thank you. Yes, please. Yep. Perfection.\n\nThank you so much. Gotta be happy on a Tuesday. Otherwise, the rest of the week's just downhill. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Matthew.","start":26.699999,"end":27.5,"sentiment":"neutral","sentiment_score":0.10705333948135376},{"text":"My name is Larissa from Oakview Financial.","start":27.5,"end":29.82,"sentiment":"neutral","sentiment_score":0.12495974131992885},{"text":"How are you going?","start":29.82,"end":30.64,"sentiment":"neutral","sentiment_score":0.17433708161115646},{"text":"Yeah.","start":33.02,"end":33.26,"sentiment":"neutral","sentiment_score":0.21518823504447937},{"text":"Good.","start":33.26,"end":33.66,"sentiment":"positive","sentiment_score":0.3829695582389831}],"sentiment":"neutral","sentiment_score":0.1589553991953532,"num_words":15,"start":26.699999,"end":33.66},{"sentences":[{"text":"Thank you.","start":33.66,"end":34.3,"sentiment":"positive","sentiment_score":0.5108711570501328},{"text":"I just have a couple of clients that I needed to inquire about.","start":34.3,"end":38.4,"sentiment":"neutral","sentiment_score":0.08141940087080002},{"text":"So first one is account number 24431862.","start":38.875,"end":44.175,"sentiment":"neutral","sentiment_score":0.03609377571514675},{"text":"Simon Tate.","start":48.475,"end":49.534996,"sentiment":"neutral","sentiment_score":0.037218859419226646},{"text":"So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart.","start":56.63,"end":71.814995,"sentiment":"neutral","sentiment_score":-0.03853031585889834}],"sentiment":"neutral","sentiment_score":0.026803336197546886,"num_words":51,"start":33.66,"end":71.814995},{"sentences":[{"text":"However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed.","start":72.034996,"end":81.494995,"sentiment":"neutral","sentiment_score":-0.21151088245890357},{"text":"But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount.","start":82.04,"end":92.94,"sentiment":"neutral","sentiment_score":-0.07631196623498743},{"text":"Thank you.","start":108.415,"end":109.235,"sentiment":"neutral","sentiment_score":0.2797994613647461},{"text":"Yep.","start":167.02501,"end":167.4,"sentiment":"neutral","sentiment_score":0.01858719065785408},{"text":"He's like, I can see him under commenced, and it commenced yesterday with a no.","start":175.4,"end":182.655,"sentiment":"neutral","sentiment_score":-0.07757620463768641}],"sentiment":"neutral","sentiment_score":-0.11157354237812181,"num_words":62,"start":72.034996,"end":182.655},{"sentences":[{"text":"No.","start":182.655,"end":182.975,"sentiment":"neutral","sentiment_score":-0.09845401346683502},{"text":"Going to like like, on the hub going accounts, manage accounts, pension commencements.","start":182.975,"end":188.835,"sentiment":"neutral","sentiment_score":0.008974885711303124},{"text":"Going down there, and then from there, I can type in Simon or Tate in this instance just because laziness.","start":191.05501,"end":198.29001,"sentiment":"neutral","sentiment_score":-0.015703568002209067},{"text":"And it shows up account name, Simon Tate.","start":199.79001,"end":202.03,"sentiment":"neutral","sentiment_score":0.014633433078415692},{"text":"The account number, first payment is 8926.","start":202.03,"end":205.55,"sentiment":"neutral","sentiment_score":0.0089788384336446}],"sentiment":"neutral","sentiment_score":-0.002365969910229347,"num_words":49,"start":182.655,"end":205.55},{"sentences":[{"text":"Frequency yearly commenced yesterday.","start":205.55,"end":207.49,"sentiment":"neutral","sentiment_score":-0.002529822289943695},{"text":"Expected inflows, nothing.","start":208.44499,"end":211.325,"sentiment":"neutral","sentiment_score":-0.03185124943653742},{"text":"Actual inflows, 9777215.","start":211.325,"end":215.265,"sentiment":"neutral","sentiment_score":-0.010603926920642456},{"text":"Tax deduction, nothing.","start":215.325,"end":216.545,"sentiment":"neutral","sentiment_score":-0.013828601377705732},{"text":"Status commenced last update, 8926.","start":217.08499,"end":219.9,"sentiment":"neutral","sentiment_score":0.0014787704683840274}],"sentiment":"neutral","sentiment_score":-0.009532042779028416,"num_words":18,"start":205.55,"end":219.9},{"sentences":[{"text":"Because the the the account was submitted through an in species request through, like, accounts, manage accounts, the internal transfers and external transfers function, where the account transaction consent was created and then authorized to it, like, sent to the client, client signed, and then it was submitted.","start":228.14,"end":250.62999,"sentiment":"neutral","sentiment_score":0.05296974745579064},{"text":"And the pension payment details were for a pension payment amount of $20 annually with the proposed payment date of 08/09/2026.","start":250.76999,"end":258.22998,"sentiment":"neutral","sentiment_score":0.03696523429382415},{"text":"No.","start":264.375,"end":264.615,"sentiment":"neutral","sentiment_score":-0.07570011168718338},{"text":"You're okay.","start":264.615,"end":265.275,"sentiment":"neutral","sentiment_score":-0.011289246380329132},{"text":"No.","start":345.785,"end":346.185,"sentiment":"neutral","sentiment_score":-0.07954990863800049}],"sentiment":"neutral","sentiment_score":0.0430272504789372,"num_words":73,"start":228.14,"end":346.185},{"sentences":[{"text":"You're okay.","start":346.185,"end":346.935,"sentiment":"neutral","sentiment_score":-0.05011927057057619},{"text":"Hello.","start":363.19,"end":363.59003,"sentiment":"neutral","sentiment_score":-0.011354878544807434},{"text":"Sorry.","start":363.59003,"end":363.91,"sentiment":"neutral","sentiment_score":-0.06581351161003113},{"text":"I I'm intimately aware of the account, and I'm asking you to dig through it also.","start":363.91,"end":367.77002,"sentiment":"neutral","sentiment_score":-0.05909802461974323},{"text":"You're so fine.","start":368.07,"end":369.13,"sentiment":"neutral","sentiment_score":0.12050367643435796}],"sentiment":"neutral","sentiment_score":-0.03310714330038299,"num_words":23,"start":346.185,"end":369.13},{"sentences":[{"text":"Yeah.","start":376.69498,"end":377.19498,"sentiment":"neutral","sentiment_score":-0.07144531607627869},{"text":"Yes.","start":469.14,"end":469.54,"sentiment":"neutral","sentiment_score":0.07264208048582077},{"text":"Archie Financial.","start":469.54,"end":470.36002,"sentiment":"neutral","sentiment_score":0.09517988935112953},{"text":"Yeah.","start":482.785,"end":483.285,"sentiment":"neutral","sentiment_score":-0.015566615387797356},{"text":"Yeah.","start":496.545,"end":496.865,"sentiment":"neutral","sentiment_score":0.12063267827033997}],"sentiment":"neutral","sentiment_score":0.04943710099905729,"num_words":6,"start":376.69498,"end":496.865},{"sentences":[{"text":"Absolutely.","start":496.865,"end":497.365,"sentiment":"positive","sentiment_score":0.43916958570480347},{"text":"No.","start":503.66,"end":503.9,"sentiment":"neutral","sentiment_score":-0.006081685423851013},{"text":"You're so fine.","start":503.9,"end":504.62,"sentiment":"neutral","sentiment_score":0.08833575248718262},{"text":"It's that time of year.","start":504.62,"end":505.58,"sentiment":"neutral","sentiment_score":0.10960579663515091},{"text":"I get it.","start":505.58,"end":506.4,"sentiment":"neutral","sentiment_score":0.17103038231531778}],"sentiment":"neutral","sentiment_score":0.1353242529126314,"num_words":13,"start":496.865,"end":506.4},{"sentences":[{"text":"Doesn't help when you're on a phone based role.","start":508.86,"end":511.12,"sentiment":"neutral","sentiment_score":-0.004725294860286845},{"text":"Thank you.","start":517.58496,"end":518.40497,"sentiment":"neutral","sentiment_score":0.26648372411727905},{"text":"Yep.","start":525.425,"end":525.81,"sentiment":"neutral","sentiment_score":0.10690130293369292},{"text":"Perfection.","start":531.41,"end":531.91,"sentiment":"positive","sentiment_score":0.5379428863525391},{"text":"I appreciate that.","start":533.25,"end":534.63,"sentiment":"positive","sentiment_score":0.5286084214846293}],"sentiment":"neutral","sentiment_score":0.17006932801450603,"num_words":16,"start":508.86,"end":534.63},{"sentences":[{"text":"Yeah.","start":549.505,"end":549.84,"sentiment":"neutral","sentiment_score":0.1546132266521454},{"text":"Perfect.","start":550.16003,"end":550.66003,"sentiment":"neutral","sentiment_score":0.3254915475845337},{"text":"No.","start":550.88,"end":551.12006,"sentiment":"neutral","sentiment_score":0.22899457812309265},{"text":"That that's amazing.","start":551.12006,"end":552.0,"sentiment":"positive","sentiment_score":0.3411874671777089},{"text":"Thank you.","start":552.0,"end":552.74005,"sentiment":"positive","sentiment_score":0.39968588948249817}],"sentiment":"neutral","sentiment_score":0.31650419160723686,"num_words":8,"start":549.505,"end":552.74005},{"sentences":[{"text":"Now I did have another client if you wanna, like, write your notes and stuff before we move on.","start":553.2,"end":558.34,"sentiment":"neutral","sentiment_score":0.1096263935691432},{"text":"No.","start":566.005,"end":566.245,"sentiment":"neutral","sentiment_score":0.018772371113300323},{"text":"You're fine.","start":566.245,"end":566.725,"sentiment":"neutral","sentiment_score":0.046644097194075584},{"text":"I get it.","start":566.725,"end":567.365,"sentiment":"neutral","sentiment_score":0.06416633352637291},{"text":"This finance industry, we go we gotta look after each other.","start":567.365,"end":570.505,"sentiment":"neutral","sentiment_score":0.034414178945801475}],"sentiment":"neutral","sentiment_score":0.07683380589716965,"num_words":36,"start":553.2,"end":570.505},{"sentences":[{"text":"Trust me.","start":571.125,"end":571.605,"sentiment":"neutral","sentiment_score":0.09696555137634277},{"text":"I get it.","start":571.605,"end":571.925,"sentiment":"neutral","sentiment_score":0.09598792095979054},{"text":"If you pick up too many cases at once, you end up with an evening full of finance.","start":571.925,"end":576.105,"sentiment":"neutral","sentiment_score":0.10384954367246893},{"text":"Yeah.","start":583.58,"end":583.82,"sentiment":"neutral","sentiment_score":0.03687020391225815},{"text":"What was I doing?","start":583.82,"end":584.88,"sentiment":"neutral","sentiment_score":0.034129307605326176}],"sentiment":"neutral","sentiment_score":0.09016336021678788,"num_words":28,"start":571.125,"end":584.88},{"sentences":[{"text":"Perfect.","start":588.46,"end":588.96,"sentiment":"neutral","sentiment_score":0.1696578562259674},{"text":"So my next client is Peter Gibbons.","start":589.18,"end":597.425,"sentiment":"neutral","sentiment_score":0.04955565503665379},{"text":"I'll just grab the member number.","start":597.725,"end":599.40497,"sentiment":"neutral","sentiment_score":0.05898324027657509},{"text":"It's 24429631.","start":599.40497,"end":603.02496,"sentiment":"neutral","sentiment_score":0.0618390217423439},{"text":"So Pia has a a pension commencement.","start":609.63,"end":615.25,"sentiment":"neutral","sentiment_score":0.0857400894165039}],"sentiment":"neutral","sentiment_score":0.0693176327192265,"num_words":23,"start":588.46,"end":615.25},{"sentences":[{"text":"Pension commenced was we we've submitted it to be commenced yesterday, and we requested to basically escalate the commencement with a payment.","start":616.51,"end":627.075,"sentiment":"neutral","sentiment_score":0.07232638397677378},{"text":"I can see that by the looks of it this morning, it's been commenced, and we were wondering if we could get an escalation to have a payment paid out today, if possible.","start":628.335,"end":637.715,"sentiment":"neutral","sentiment_score":0.10457754733436035},{"text":"Thank you.","start":643.49,"end":644.23,"sentiment":"positive","sentiment_score":0.5029582381248474},{"text":"So yeah.","start":699.52997,"end":699.85,"sentiment":"neutral","sentiment_score":0.10169639438390732},{"text":"So we spoke to the team yesterday, and they basically said that we could and they said that, essentially, the pension pension commencement paperwork would go get sent sent to the team last night, and then someone would pick it up this morning to basically do what they need to do.","start":699.85,"end":716.91504,"sentiment":"neutral","sentiment_score":0.10700121792215928}],"sentiment":"neutral","sentiment_score":0.10644191716882316,"num_words":110,"start":616.51,"end":716.91504},{"sentences":[{"text":"And we're wondering if we could get, like, the pension commencement prioritized in today's run to get commenced.","start":716.91504,"end":724.61005,"sentiment":"neutral","sentiment_score":0.12825283283988634},{"text":"And then there's cash sitting in the account if we can get a payment paid today post commencement.","start":724.61005,"end":737.26495,"sentiment":"neutral","sentiment_score":0.036218545503086515},{"text":"No.","start":737.26495,"end":737.505,"sentiment":"neutral","sentiment_score":-0.11806029081344604},{"text":"No.","start":737.505,"end":737.665,"sentiment":"neutral","sentiment_score":-0.14956113696098328},{"text":"You're okay.","start":737.665,"end":738.40497,"sentiment":"neutral","sentiment_score":-0.07183761335909367}],"sentiment":"neutral","sentiment_score":0.06372970389202237,"num_words":40,"start":716.91504,"end":738.40497},{"sentences":[{"text":"No.","start":747.77997,"end":748.01996,"sentiment":"neutral","sentiment_score":-0.15059387683868408},{"text":"You're right.","start":748.01996,"end":748.75995,"sentiment":"neutral","sentiment_score":0.03966379165649414},{"text":"Yep.","start":792.285,"end":792.785,"sentiment":"neutral","sentiment_score":-0.005648370832204819},{"text":"Yep.","start":797.405,"end":797.905,"sentiment":"neutral","sentiment_score":0.055084552615880966},{"text":"Are you able to yeah.","start":799.09,"end":803.83,"sentiment":"neutral","sentiment_score":0.03082939200103283}],"sentiment":"neutral","sentiment_score":0.01323168482631445,"num_words":10,"start":747.77997,"end":803.83},{"sentences":[{"text":"Yeah.","start":805.81,"end":806.31,"sentiment":"neutral","sentiment_score":0.023791689425706863},{"text":"Perfect.","start":807.57,"end":808.07,"sentiment":"neutral","sentiment_score":0.3286568522453308},{"text":"No.","start":814.165,"end":814.485,"sentiment":"neutral","sentiment_score":-0.043659090995788574},{"text":"That's okay.","start":814.485,"end":815.045,"sentiment":"neutral","sentiment_score":0.04774283152073622},{"text":"That's that's absolutely fine.","start":815.045,"end":816.245,"sentiment":"neutral","sentiment_score":0.24613545835018158}],"sentiment":"neutral","sentiment_score":0.15431299412416088,"num_words":9,"start":805.81,"end":816.245},{"sentences":[{"text":"I'll call back around midday if I haven't heard anything anyway.","start":816.245,"end":818.985,"sentiment":"neutral","sentiment_score":0.050266378643837845},{"text":"Can I ask, has the client called to confirm his bank details on the account as well?","start":820.005,"end":825.84503,"sentiment":"neutral","sentiment_score":0.014230917700949837},{"text":"Just so that way that's gonna hold up later.","start":825.84503,"end":827.84503,"sentiment":"neutral","sentiment_score":0.005929003780086835},{"text":"Do you have I know.","start":827.84503,"end":829.07,"sentiment":"neutral","sentiment_score":0.010969490557909013},{"text":"Is there a system you can look in to see if that's good?","start":829.07,"end":831.07,"sentiment":"neutral","sentiment_score":0.021464871887404185}],"sentiment":"neutral","sentiment_score":0.021492865224453536,"num_words":55,"start":816.245,"end":831.07},{"sentences":[{"text":"Yes.","start":831.07,"end":831.39,"sentiment":"neutral","sentiment_score":0.01775320991873741},{"text":"Yes.","start":831.39,"end":831.71,"sentiment":"neutral","sentiment_score":0.013598764315247536},{"text":"A Peter.","start":831.71,"end":832.29,"sentiment":"neutral","sentiment_score":0.0035154875367879868},{"text":"Oh, yeah.","start":844.615,"end":845.35504,"sentiment":"neutral","sentiment_score":-0.018610093742609024},{"text":"Yep.","start":846.615,"end":846.935,"sentiment":"neutral","sentiment_score":0.04246503859758377}],"sentiment":"neutral","sentiment_score":0.006232542917132378,"num_words":7,"start":831.07,"end":846.935},{"sentences":[{"text":"Cool.","start":846.935,"end":847.335,"sentiment":"neutral","sentiment_score":0.07102935016155243},{"text":"Yeah.","start":847.335,"end":847.495,"sentiment":"neutral","sentiment_score":0.049065522849559784},{"text":"You're correct.","start":847.495,"end":848.055,"sentiment":"neutral","sentiment_score":0.07228268682956696},{"text":"Yep.","start":848.055,"end":848.375,"sentiment":"neutral","sentiment_score":0.02047676406800747},{"text":"No.","start":848.375,"end":848.53503,"sentiment":"neutral","sentiment_score":-0.03930775448679924}],"sentiment":"neutral","sentiment_score":0.040971542708575726,"num_words":6,"start":846.935,"end":848.53503},{"sentences":[{"text":"No.","start":848.53503,"end":849.03503,"sentiment":"neutral","sentiment_score":-0.06545976549386978},{"text":"It's just it's on my mental checklist, and I'm always like, you have to call.","start":849.73505,"end":853.015,"sentiment":"neutral","sentiment_score":-0.03672763506571452},{"text":"But no.","start":853.015,"end":853.41504,"sentiment":"neutral","sentiment_score":-0.02444838359951973},{"text":"You're right.","start":853.41504,"end":853.895,"sentiment":"neutral","sentiment_score":0.008792304433882236},{"text":"Yeah.","start":853.895,"end":854.29504,"sentiment":"neutral","sentiment_score":0.06489388644695282}],"sentiment":"neutral","sentiment_score":-0.027752026826852842,"num_words":21,"start":848.53503,"end":854.29504},{"sentences":[{"text":"Account.","start":854.29504,"end":854.79504,"sentiment":"neutral","sentiment_score":0.04772595316171646},{"text":"New your account.","start":855.015,"end":855.73505,"sentiment":"neutral","sentiment_score":0.057678633679946266},{"text":"Yep.","start":855.73505,"end":856.215,"sentiment":"neutral","sentiment_score":0.14897291362285614},{"text":"Amazing.","start":856.215,"end":856.715,"sentiment":"positive","sentiment_score":0.37121444940567017},{"text":"Perfect.","start":857.45,"end":857.95,"sentiment":"positive","sentiment_score":0.36217060685157776}],"sentiment":"neutral","sentiment_score":0.1575885462973799,"num_words":7,"start":854.29504,"end":857.95},{"sentences":[{"text":"No.","start":858.01,"end":858.25,"sentiment":"neutral","sentiment_score":0.18005506694316864},{"text":"Thank you so much.","start":858.25,"end":858.97003,"sentiment":"positive","sentiment_score":0.35113396495580673},{"text":"You've been such a help.","start":858.97003,"end":860.01,"sentiment":"positive","sentiment_score":0.5264505088329315},{"text":"I appreciate you.","start":860.01,"end":861.07,"sentiment":"positive","sentiment_score":0.4140852193037669},{"text":"You have a great day.","start":863.69,"end":864.83,"sentiment":"neutral","sentiment_score":0.3184444308280945}],"sentiment":"positive","sentiment_score":0.3917400712768237,"num_words":18,"start":858.01,"end":864.83},{"sentences":[{"text":"Oh, yeah.","start":866.25,"end":867.07,"sentiment":"neutral","sentiment_score":0.014343789778649807},{"text":"Oh, thank you.","start":867.93,"end":868.73,"sentiment":"neutral","sentiment_score":0.08758593599001567},{"text":"Yes, please.","start":868.73,"end":869.415,"sentiment":"neutral","sentiment_score":0.04947431571781635},{"text":"Yep.","start":873.65497,"end":874.15497,"sentiment":"neutral","sentiment_score":0.029260685667395592},{"text":"Perfection.","start":877.815,"end":878.315,"sentiment":"neutral","sentiment_score":0.3167802691459656}],"sentiment":"neutral","sentiment_score":0.08182610819737117,"num_words":9,"start":866.25,"end":878.315},{"sentences":[{"text":"Thank you so much.","start":878.535,"end":879.595,"sentiment":"positive","sentiment_score":0.42849691957235336},{"text":"Gotta be happy on a Tuesday.","start":884.05005,"end":885.41003,"sentiment":"neutral","sentiment_score":0.12155941997965176},{"text":"Otherwise, the rest of the week's just downhill.","start":885.41003,"end":887.59,"sentiment":"neutral","sentiment_score":-0.23157647997140884},{"text":"You too.","start":891.33,"end":892.05005,"sentiment":"positive","sentiment_score":0.512482225894928},{"text":"Bye.","start":892.05005,"end":892.55005,"sentiment":"neutral","sentiment_score":0.31287023425102234}],"sentiment":"neutral","sentiment_score":0.09183652592556817,"num_words":21,"start":878.535,"end":892.55005}]}}]},{"alternatives":[{"transcript":"Welcome to Hub twenty four. Please note, your call may be recorded for training and quality purposes. If you do not wish for your call to be recorded, please let our team know. Stay on the line, and our team will be with you shortly. Or if you prefer to leave a voice mail, dial 1. If you'd like to request a callback, dial 2. Hello. Welcome to HUB twenty fourth. This is Matthew. How can we help? Good. And you? Mhmm. And their name, please? Yep. That's great. And the advice, I or I'll do yep. How can we help? Yeah. Okay. Cool. I see that. Yep. So let me see why where that change has come from. That's okay. So my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements. Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere. Right? So it's a matter of work you're seeing. Interesting. So so pension commencement. Simon's not there. So then let's go to In his own account. Yep. Nope. Yeah. K. Just bringing up that too to see that. Yeah. Yeah. Transition. Yeah. Yes. Okay. So then Here we go. Okay. That's very interesting. Okay. Start. Reset. I just I'm not what I'm looking for yeah. This should be it. Here's a consent that shows the new account. Permanent GST fees. Back beneficiary. Payment. $20,000 yearly. Boom. That's what I was looking for. Oh, that's okay. No. I've just gotta show the team, you know, what's what what's happened and try and work out what's went wrong and, obviously, get it get it fixed. So just a sec. So then I'm back to here. Get a screenshot of that, and we're gonna attach the form. Okay. Just a sec. So It should be $20,000. Best to use info at oakview.com.au? The Oakview Financial? Thanks. Yep. So I've it's just a way I just like to take the time to I could've just, you know, leave it and just say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened. So this is why we need to fix it straight away. It just makes it would take the time now to hope to make it easier for the team to fix it. So I'm having to dig into it, so that's really good. So sorry. Thank you. So that's been raised. Yeah. That's been raised now, and I'll give you a reference number for that. 5049330. And I'll, yeah, come back to you with email to confirm it's been amended. I'd say if you haven't haven't heard by, like, early afternoon by one or two, then then call back and just check-in and say, oh, we've this is the reference from this morning. We just wanna be a 100% sure this is gonna be fixed before it goes out tonight. Okay. Okay. Thanks for that. Yeah. I'll just we will do one other part. Thanks for being so considerate. Oh, cool. Thank you. Yeah. And if you don't put them on now, then later you'll be like, what was I thinking then? Cool. Yeah. Ready for the next one? Thanks. And what's happening with Peter? Okay. I'll have a look. Oh, yeah. Yeah. I see the status as requested. Erised today. Yep. Just a sec. Yeah. Realistically, just to be transparent and not have with the expectations, fifty fifty on that because they, yeah, they cut off the payments normally twenty four hours before. But I'll so if it if it doesn't go out tonight, then it should be and the commencement is finalized tomorrow, then you should be able to request that just an ad hoc payment anyway tomorrow. Yeah. I've done what I can, but to mark it urgent, so it it does should should fall in today, but I'm just not sure that the system itself may need time time to process the the changes. I think they normally cut off pension commencements, like, forty eight hours before the next payment date. Whereas the the first person was just amending the payment amount, if that makes sense. Yeah. So we'll yeah. I've definitely I've definitely done the escalation and raised it as urgent and and done the whole process and explained the situation. But, yeah, just I couldn't a 100% guarantee that one will be resolved today, but I've definitely done the escalation for you for sure. Yeah. If you to Peter? Yeah. Because Peter was Peter, we don't do a callback for new app account applications. It's only for when a subsequent bank account nomination form is sent. So he didn't need a callback. Yeah. One win? Yeah. Yeah. It's good. Yeah. Oh, thank you. You too. Okay. Yep. Well, oh, for Peter give you the rep for Peter as well. It's gonna be 5053 715. Have a great day. I love your enthusiasm. Gotta be. It's not worth it. Thanks, man. Have a good day, Larissa. 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to Hub twenty four. Please note, your call may be recorded for training and quality purposes. If you do not wish for your call to be recorded, please let our team know. Stay on the line, and our team will be with you shortly. Or if you prefer to leave a voice mail, dial 1.\n\nIf you'd like to request a callback, dial 2. Hello. Welcome to HUB twenty fourth. This is Matthew. How can we help?\n\nGood. And you? Mhmm. And their name, please? Yep.\n\nThat's great. And the advice, I or I'll do yep. How can we help? Yeah. Okay.\n\nCool. I see that. Yep. So let me see why where that change has come from. That's okay.\n\nSo my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements. Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere. Right? So it's a matter of work you're seeing. Interesting.\n\nSo so pension commencement. Simon's not there. So then let's go to In his own account. Yep. Nope.\n\nYeah. K. Just bringing up that too to see that. Yeah. Yeah.\n\nTransition. Yeah. Yes. Okay. So then Here we go.\n\nOkay. That's very interesting. Okay. Start. Reset.\n\nI just I'm not what I'm looking for yeah. This should be it. Here's a consent that shows the new account. Permanent GST fees. Back beneficiary.\n\nPayment. $20,000 yearly. Boom. That's what I was looking for. Oh, that's okay.\n\nNo. I've just gotta show the team, you know, what's what what's happened and try and work out what's went wrong and, obviously, get it get it fixed. So just a sec. So then I'm back to here. Get a screenshot of that, and we're gonna attach the form.\n\nOkay. Just a sec. So It should be $20,000. Best to use info at oakview.com.au? The Oakview Financial?\n\nThanks. Yep. So I've it's just a way I just like to take the time to I could've just, you know, leave it and just say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened. So this is why we need to fix it straight away. It just makes it would take the time now to hope to make it easier for the team to fix it.\n\nSo I'm having to dig into it, so that's really good. So sorry. Thank you. So that's been raised. Yeah.\n\nThat's been raised now, and I'll give you a reference number for that. 5049330. And I'll, yeah, come back to you with email to confirm it's been amended. I'd say if you haven't haven't heard by, like, early afternoon by one or two, then then call back and just check-in and say, oh, we've this is the reference from this morning. We just wanna be a 100% sure this is gonna be fixed before it goes out tonight.\n\nOkay. Okay. Thanks for that. Yeah. I'll just we will do one other part.\n\nThanks for being so considerate. Oh, cool. Thank you. Yeah. And if you don't put them on now, then later you'll be like, what was I thinking then?\n\nCool. Yeah. Ready for the next one? Thanks. And what's happening with Peter?\n\nOkay. I'll have a look. Oh, yeah. Yeah. I see the status as requested.\n\nErised today. Yep. Just a sec. Yeah. Realistically, just to be transparent and not have with the expectations, fifty fifty on that because they, yeah, they cut off the payments normally twenty four hours before.\n\nBut I'll so if it if it doesn't go out tonight, then it should be and the commencement is finalized tomorrow, then you should be able to request that just an ad hoc payment anyway tomorrow. Yeah. I've done what I can, but to mark it urgent, so it it does should should fall in today, but I'm just not sure that the system itself may need time time to process the the changes. I think they normally cut off pension commencements, like, forty eight hours before the next payment date. Whereas the the first person was just amending the payment amount, if that makes sense.\n\nYeah. So we'll yeah. I've definitely I've definitely done the escalation and raised it as urgent and and done the whole process and explained the situation. But, yeah, just I couldn't a 100% guarantee that one will be resolved today, but I've definitely done the escalation for you for sure. Yeah.\n\nIf you to Peter? Yeah. Because Peter was Peter, we don't do a callback for new app account applications. It's only for when a subsequent bank account nomination form is sent. So he didn't need a callback.\n\nYeah. One win? Yeah. Yeah. It's good.\n\nYeah. Oh, thank you. You too. Okay. Yep.\n\nWell, oh, for Peter give you the rep for Peter as well. It's gonna be 5053 715. Have a great day. I love your enthusiasm. Gotta be.\n\nIt's not worth it. Thanks, man. Have a good day, Larissa. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Hub twenty four.","start":2.3999999,"end":4.1,"sentiment":"neutral","sentiment_score":0.1508348047733307},{"text":"Please note, your call may be recorded for training and quality purposes.","start":4.3199997,"end":8.02,"sentiment":"neutral","sentiment_score":-0.021894555383672316},{"text":"If you do not wish for your call to be recorded, please let our team know.","start":8.48,"end":12.5,"sentiment":"neutral","sentiment_score":-0.07266741525381804},{"text":"Stay on the line, and our team will be with you shortly.","start":13.075,"end":15.655,"sentiment":"neutral","sentiment_score":0.01633557917860647},{"text":"Or if you prefer to leave a voice mail, dial 1.","start":16.115,"end":19.095,"sentiment":"neutral","sentiment_score":-0.006843726574019952}],"sentiment":"neutral","sentiment_score":-0.009830237981597227,"num_words":56,"start":2.3999999,"end":19.095},{"sentences":[{"text":"If you'd like to request a callback, dial 2.","start":19.314999,"end":22.135,"sentiment":"neutral","sentiment_score":-0.0063414437592857415},{"text":"Hello.","start":23.474998,"end":23.795,"sentiment":"neutral","sentiment_score":0.040481530129909515},{"text":"Welcome to HUB twenty fourth.","start":23.795,"end":24.835,"sentiment":"neutral","sentiment_score":0.1155903920531273},{"text":"This is Matthew.","start":24.835,"end":25.395,"sentiment":"neutral","sentiment_score":0.16083506246407828},{"text":"How can we help?","start":25.395,"end":26.1,"sentiment":"neutral","sentiment_score":0.13795841485261917}],"sentiment":"neutral","sentiment_score":0.07253178833475844,"num_words":22,"start":19.314999,"end":26.1},{"sentences":[{"text":"Good.","start":31.7,"end":31.94,"sentiment":"neutral","sentiment_score":0.3292507529258728},{"text":"And you?","start":31.94,"end":32.6,"sentiment":"neutral","sentiment_score":0.16296108812093735},{"text":"Mhmm.","start":39.62,"end":40.12,"sentiment":"neutral","sentiment_score":0.031868040561676025},{"text":"And their name, please?","start":46.635,"end":47.934998,"sentiment":"neutral","sentiment_score":0.022220596903935075},{"text":"Yep.","start":50.954998,"end":51.195,"sentiment":"neutral","sentiment_score":0.21730667352676392}],"sentiment":"neutral","sentiment_score":0.11035889231910308,"num_words":9,"start":31.7,"end":51.195},{"sentences":[{"text":"That's great.","start":51.195,"end":51.934998,"sentiment":"positive","sentiment_score":0.6404455900192261},{"text":"And the advice, I or I'll do yep.","start":52.074997,"end":54.78,"sentiment":"neutral","sentiment_score":0.21604577265679836},{"text":"How can we help?","start":54.78,"end":55.76,"sentiment":"neutral","sentiment_score":0.15866591036319733},{"text":"Yeah.","start":94.340004,"end":94.840004,"sentiment":"neutral","sentiment_score":0.008644761517643929},{"text":"Okay.","start":94.9,"end":95.22,"sentiment":"neutral","sentiment_score":0.04836420714855194}],"sentiment":"neutral","sentiment_score":0.23130812321323901,"num_words":16,"start":51.195,"end":95.22},{"sentences":[{"text":"Cool.","start":95.22,"end":95.685,"sentiment":"neutral","sentiment_score":0.1094803437590599},{"text":"I see that.","start":96.165,"end":96.884995,"sentiment":"neutral","sentiment_score":0.07710416863361995},{"text":"Yep.","start":96.884995,"end":97.284996,"sentiment":"neutral","sentiment_score":0.05343697592616081},{"text":"So let me see why where that change has come from.","start":97.284996,"end":107.225,"sentiment":"neutral","sentiment_score":-0.04385009915991263},{"text":"That's okay.","start":110.725,"end":111.545,"sentiment":"neutral","sentiment_score":0.1359669342637062}],"sentiment":"neutral","sentiment_score":0.010211811297469668,"num_words":18,"start":95.22,"end":111.545},{"sentences":[{"text":"So my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements.","start":142.73,"end":156.275,"sentiment":"neutral","sentiment_score":0.04493265190663246},{"text":"Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere.","start":157.455,"end":163.535,"sentiment":"neutral","sentiment_score":-0.07049947294096152},{"text":"Right?","start":163.535,"end":163.855,"sentiment":"neutral","sentiment_score":-0.022294674068689343},{"text":"So it's a matter of work you're seeing.","start":163.855,"end":165.875,"sentiment":"neutral","sentiment_score":-0.033950612880289555},{"text":"Interesting.","start":167.375,"end":167.875,"sentiment":"neutral","sentiment_score":-0.004125857725739479}],"sentiment":"neutral","sentiment_score":-0.007384574040770531,"num_words":54,"start":142.73,"end":167.875},{"sentences":[{"text":"So so pension commencement.","start":167.935,"end":171.3,"sentiment":"neutral","sentiment_score":-0.0464099133387208},{"text":"Simon's not there.","start":171.36,"end":172.58,"sentiment":"neutral","sentiment_score":-0.140362282594045},{"text":"So then let's go to In his own account.","start":172.64,"end":181.22,"sentiment":"neutral","sentiment_score":-0.06824896608789761},{"text":"Yep.","start":224.425,"end":224.79,"sentiment":"neutral","sentiment_score":0.10704316198825836},{"text":"Nope.","start":227.43,"end":227.93,"sentiment":"neutral","sentiment_score":0.08980362117290497}],"sentiment":"neutral","sentiment_score":-0.05689557848705186,"num_words":18,"start":167.935,"end":227.93},{"sentences":[{"text":"Yeah.","start":244.585,"end":245.085,"sentiment":"neutral","sentiment_score":0.06662088632583618},{"text":"K.","start":259.96,"end":260.46,"sentiment":"neutral","sentiment_score":0.01044375728815794},{"text":"Just bringing up that too to see that.","start":262.12,"end":264.04,"sentiment":"neutral","sentiment_score":-0.01419913861900568},{"text":"Yeah.","start":264.04,"end":264.54,"sentiment":"neutral","sentiment_score":-0.014080695807933807},{"text":"Yeah.","start":274.655,"end":275.155,"sentiment":"neutral","sentiment_score":0.04839443415403366}],"sentiment":"neutral","sentiment_score":-0.00018456058266262212,"num_words":12,"start":244.585,"end":275.155},{"sentences":[{"text":"Transition.","start":277.055,"end":277.555,"sentiment":"neutral","sentiment_score":0.06529020518064499},{"text":"Yeah.","start":277.855,"end":278.355,"sentiment":"neutral","sentiment_score":0.06772798299789429},{"text":"Yes.","start":279.45502,"end":279.95502,"sentiment":"neutral","sentiment_score":0.07100539654493332},{"text":"Okay.","start":285.12,"end":285.52,"sentiment":"neutral","sentiment_score":0.06388172507286072},{"text":"So then Here we go.","start":285.52,"end":309.595,"sentiment":"neutral","sentiment_score":0.049779868125915526}],"sentiment":"neutral","sentiment_score":0.05742273893621233,"num_words":9,"start":277.055,"end":309.595},{"sentences":[{"text":"Okay.","start":322.63,"end":323.13,"sentiment":"neutral","sentiment_score":0.08980100601911545},{"text":"That's very interesting.","start":327.315,"end":332.095,"sentiment":"neutral","sentiment_score":0.10577015827099483},{"text":"Okay.","start":333.735,"end":334.235,"sentiment":"neutral","sentiment_score":0.0037771575152873993},{"text":"Start.","start":335.875,"end":336.375,"sentiment":"neutral","sentiment_score":-0.01708810217678547},{"text":"Reset.","start":337.475,"end":337.975,"sentiment":"neutral","sentiment_score":-0.04699596017599106}],"sentiment":"neutral","sentiment_score":0.04954351085637297,"num_words":7,"start":322.63,"end":337.975},{"sentences":[{"text":"I just I'm not what I'm looking for yeah.","start":338.99,"end":341.55,"sentiment":"neutral","sentiment_score":-0.16495868646436268},{"text":"This should be it.","start":341.55,"end":342.61,"sentiment":"neutral","sentiment_score":-0.0590842142701149},{"text":"Here's a consent that shows the new account.","start":343.47,"end":348.53,"sentiment":"neutral","sentiment_score":-0.02775606676004827},{"text":"Permanent GST fees.","start":349.71,"end":352.37,"sentiment":"neutral","sentiment_score":-0.001378316121796767},{"text":"Back beneficiary.","start":354.645,"end":355.625,"sentiment":"neutral","sentiment_score":0.002435094676911831}],"sentiment":"neutral","sentiment_score":-0.07470301262891063,"num_words":26,"start":338.99,"end":355.625},{"sentences":[{"text":"Payment.","start":356.72498,"end":357.22498,"sentiment":"neutral","sentiment_score":-0.005357319489121437},{"text":"$20,000 yearly.","start":357.60498,"end":358.805,"sentiment":"neutral","sentiment_score":0.0056719237472862005},{"text":"Boom.","start":358.805,"end":359.205,"sentiment":"neutral","sentiment_score":0.05973944440484047},{"text":"That's what I was looking for.","start":359.205,"end":360.66498,"sentiment":"neutral","sentiment_score":0.0009975507855415344},{"text":"Oh, that's okay.","start":370.33,"end":370.97,"sentiment":"neutral","sentiment_score":0.09101596723000209}],"sentiment":"neutral","sentiment_score":0.0265199368318113,"num_words":13,"start":356.72498,"end":370.97},{"sentences":[{"text":"No.","start":370.97,"end":371.21,"sentiment":"neutral","sentiment_score":-0.08377295732498169},{"text":"I've just gotta show the team, you know, what's what what's happened and try and work out what's went wrong and, obviously, get it get it fixed.","start":371.21,"end":379.94998,"sentiment":"neutral","sentiment_score":-0.10467806361891606},{"text":"So just a sec.","start":380.57,"end":381.87,"sentiment":"neutral","sentiment_score":-0.0012386967428028584},{"text":"So then I'm back to here.","start":384.765,"end":388.14502,"sentiment":"neutral","sentiment_score":0.023210277160008747},{"text":"Get a screenshot of that, and we're gonna attach the form.","start":389.325,"end":399.22,"sentiment":"neutral","sentiment_score":0.03032297573306344}],"sentiment":"neutral","sentiment_score":-0.04984124624455462,"num_words":49,"start":370.97,"end":399.22},{"sentences":[{"text":"Okay.","start":399.28,"end":399.59998,"sentiment":"neutral","sentiment_score":0.034413814544677734},{"text":"Just a sec.","start":399.59998,"end":400.5,"sentiment":"neutral","sentiment_score":0.023431329056620598},{"text":"So It should be $20,000.","start":401.03998,"end":429.65,"sentiment":"neutral","sentiment_score":0.027651895582675935},{"text":"Best to use info at oakview.com.au?","start":464.345,"end":467.065,"sentiment":"neutral","sentiment_score":0.04721629247069359},{"text":"The Oakview Financial?","start":467.065,"end":468.20502,"sentiment":"neutral","sentiment_score":0.03944336871306101}],"sentiment":"neutral","sentiment_score":0.0358108411439591,"num_words":18,"start":399.28,"end":468.20502},{"sentences":[{"text":"Thanks.","start":472.905,"end":473.405,"sentiment":"positive","sentiment_score":0.3920527696609497},{"text":"Yep.","start":477.16998,"end":477.49,"sentiment":"neutral","sentiment_score":0.1381523758172989},{"text":"So I've it's just a way I just like to take the time to I could've just, you know, leave it and just say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened.","start":477.49,"end":488.28998,"sentiment":"neutral","sentiment_score":-0.036716018435220384},{"text":"So this is why we need to fix it straight away.","start":488.28998,"end":491.13498,"sentiment":"neutral","sentiment_score":-0.09314142675562338},{"text":"It just makes it would take the time now to hope to make it easier for the team to fix it.","start":491.13498,"end":497.615,"sentiment":"neutral","sentiment_score":0.08462753217844736}],"sentiment":"neutral","sentiment_score":-0.0038436515039050735,"num_words":77,"start":472.905,"end":497.615},{"sentences":[{"text":"So I'm having to dig into it, so that's really good.","start":497.615,"end":500.41498,"sentiment":"positive","sentiment_score":0.41373899579048157},{"text":"So sorry.","start":500.41498,"end":502.44498,"sentiment":"neutral","sentiment_score":-0.025563119910657406},{"text":"Thank you.","start":507.98,"end":508.72,"sentiment":"neutral","sentiment_score":0.24832210689783096},{"text":"So that's been raised.","start":509.18002,"end":510.64,"sentiment":"neutral","sentiment_score":-0.007167620293330401},{"text":"Yeah.","start":512.62,"end":513.12,"sentiment":"neutral","sentiment_score":0.0493336096405983}],"sentiment":"neutral","sentiment_score":0.25086550280684605,"num_words":20,"start":497.615,"end":513.12},{"sentences":[{"text":"That's been raised now, and I'll give you a reference number for that.","start":513.74,"end":516.585,"sentiment":"neutral","sentiment_score":0.0726883915754465},{"text":"5049330.","start":519.78503,"end":522.60504,"sentiment":"neutral","sentiment_score":0.08705092966556549},{"text":"And I'll, yeah, come back to you with email to confirm it's been amended.","start":527.22504,"end":530.125,"sentiment":"neutral","sentiment_score":0.11498101747461728},{"text":"I'd say if you haven't haven't heard by, like, early afternoon by one or two, then then call back and just check-in and say, oh, we've this is the reference from this morning.","start":534.19,"end":544.51,"sentiment":"neutral","sentiment_score":0.0982877363761266},{"text":"We just wanna be a 100% sure this is gonna be fixed before it goes out tonight.","start":544.51,"end":548.015,"sentiment":"neutral","sentiment_score":0.043885863002608806}],"sentiment":"neutral","sentiment_score":0.08501652866984025,"num_words":78,"start":513.74,"end":548.015},{"sentences":[{"text":"Okay.","start":552.315,"end":552.815,"sentiment":"neutral","sentiment_score":0.16111426055431366},{"text":"Okay.","start":553.755,"end":554.255,"sentiment":"neutral","sentiment_score":0.09071190655231476},{"text":"Thanks for that.","start":560.27,"end":560.83,"sentiment":"positive","sentiment_score":0.3793346881866455},{"text":"Yeah.","start":560.83,"end":561.07,"sentiment":"neutral","sentiment_score":0.15879732370376587},{"text":"I'll just we will do one other part.","start":561.07,"end":563.89,"sentiment":"neutral","sentiment_score":0.20466281473636627}],"sentiment":"neutral","sentiment_score":0.22756643380437577,"num_words":14,"start":552.315,"end":563.89},{"sentences":[{"text":"Thanks for being so considerate.","start":563.95,"end":565.57,"sentiment":"positive","sentiment_score":0.42900495529174804},{"text":"Oh, cool.","start":569.15,"end":569.89,"sentiment":"neutral","sentiment_score":0.08748362585902214},{"text":"Thank you.","start":573.78503,"end":574.605,"sentiment":"neutral","sentiment_score":0.1857278048992157},{"text":"Yeah.","start":578.425,"end":578.825,"sentiment":"neutral","sentiment_score":0.05497793108224869},{"text":"And if you don't put them on now, then later you'll be like, what was I thinking then?","start":578.825,"end":583.405,"sentiment":"neutral","sentiment_score":0.04803125239494774}],"sentiment":"neutral","sentiment_score":0.12896386114880443,"num_words":28,"start":563.95,"end":583.405},{"sentences":[{"text":"Cool.","start":584.70996,"end":584.95,"sentiment":"neutral","sentiment_score":0.2350819706916809},{"text":"Yeah.","start":584.95,"end":585.45,"sentiment":"neutral","sentiment_score":0.19567608833312988},{"text":"Ready for the next one?","start":586.39,"end":587.76996,"sentiment":"neutral","sentiment_score":0.25677980184555055},{"text":"Thanks.","start":605.965,"end":606.465,"sentiment":"positive","sentiment_score":0.49041181802749634},{"text":"And what's happening with Peter?","start":606.84503,"end":608.225,"sentiment":"neutral","sentiment_score":0.1886279657483101}],"sentiment":"neutral","sentiment_score":0.2421699011555085,"num_words":13,"start":584.70996,"end":608.225},{"sentences":[{"text":"Okay.","start":641.71,"end":642.03,"sentiment":"neutral","sentiment_score":0.11297614872455596},{"text":"I'll have a look.","start":642.03,"end":642.85004,"sentiment":"neutral","sentiment_score":0.13871163316071033},{"text":"Oh, yeah.","start":648.43,"end":649.17004,"sentiment":"neutral","sentiment_score":0.15693696588277817},{"text":"Yeah.","start":649.63,"end":649.79004,"sentiment":"neutral","sentiment_score":0.11809711158275604},{"text":"I see the status as requested.","start":649.79004,"end":651.33,"sentiment":"neutral","sentiment_score":0.1289796233177185}],"sentiment":"neutral","sentiment_score":0.13383367604443006,"num_words":14,"start":641.71,"end":651.33},{"sentences":[{"text":"Erised today.","start":663.445,"end":665.065,"sentiment":"neutral","sentiment_score":0.13447054475545883},{"text":"Yep.","start":734.04,"end":734.54,"sentiment":"neutral","sentiment_score":0.03683793172240257},{"text":"Just a sec.","start":736.065,"end":737.125,"sentiment":"neutral","sentiment_score":0.030979743227362633},{"text":"Yeah.","start":743.10504,"end":743.60504,"sentiment":"neutral","sentiment_score":0.016180040314793587},{"text":"Realistically, just to be transparent and not have with the expectations, fifty fifty on that because they, yeah, they cut off the payments normally twenty four hours before.","start":743.905,"end":758.73004,"sentiment":"neutral","sentiment_score":-0.11112819412457091}],"sentiment":"neutral","sentiment_score":-0.07704831840736526,"num_words":35,"start":663.445,"end":758.73004},{"sentences":[{"text":"But I'll so if it if it doesn't go out tonight, then it should be and the commencement is finalized tomorrow, then you should be able to request that just an ad hoc payment anyway tomorrow.","start":759.11,"end":772.465,"sentiment":"neutral","sentiment_score":-0.010427087545394897},{"text":"Yeah.","start":773.805,"end":773.965,"sentiment":"neutral","sentiment_score":-0.03940533101558685},{"text":"I've done what I can, but to mark it urgent, so it it does should should fall in today, but I'm just not sure that the system itself may need time time to process the the changes.","start":773.965,"end":785.25,"sentiment":"neutral","sentiment_score":-0.1777333676613666},{"text":"I think they normally cut off pension commencements, like, forty eight hours before the next payment date.","start":785.25,"end":791.775,"sentiment":"neutral","sentiment_score":-0.2544365174630109},{"text":"Whereas the the first person was just amending the payment amount, if that makes sense.","start":792.495,"end":796.97504,"sentiment":"neutral","sentiment_score":-0.0364615797996521}],"sentiment":"neutral","sentiment_score":-0.11191754320741824,"num_words":106,"start":759.11,"end":796.97504},{"sentences":[{"text":"Yeah.","start":796.97504,"end":797.47504,"sentiment":"neutral","sentiment_score":0.052874982357025146},{"text":"So we'll yeah.","start":799.05505,"end":800.09503,"sentiment":"neutral","sentiment_score":0.04409552738070488},{"text":"I've definitely I've definitely done the escalation and raised it as urgent and and done the whole process and explained the situation.","start":800.09503,"end":806.67505,"sentiment":"neutral","sentiment_score":0.030977456576444885},{"text":"But, yeah, just I couldn't a 100% guarantee that one will be resolved today, but I've definitely done the escalation for you for sure.","start":808.29004,"end":814.47003,"sentiment":"neutral","sentiment_score":0.029328902407238882},{"text":"Yeah.","start":820.33496,"end":820.83496,"sentiment":"neutral","sentiment_score":0.025692077353596687}],"sentiment":"neutral","sentiment_score":0.03129904596682857,"num_words":51,"start":796.97504,"end":820.83496},{"sentences":[{"text":"If you to Peter?","start":822.71497,"end":830.51495,"sentiment":"neutral","sentiment_score":0.013365363702178001},{"text":"Yeah.","start":834.65497,"end":835.055,"sentiment":"neutral","sentiment_score":-0.0063723064959049225},{"text":"Because Peter was Peter, we don't do a callback for new app account applications.","start":835.055,"end":840.41003,"sentiment":"neutral","sentiment_score":-0.048373576386698654},{"text":"It's only for when a subsequent bank account nomination form is sent.","start":840.47003,"end":843.93,"sentiment":"neutral","sentiment_score":-0.029306406776110332},{"text":"So he didn't need a callback.","start":844.95,"end":846.25,"sentiment":"neutral","sentiment_score":-0.030572476486365}],"sentiment":"neutral","sentiment_score":-0.031493315171148326,"num_words":37,"start":822.71497,"end":846.25},{"sentences":[{"text":"Yeah.","start":847.43,"end":847.93,"sentiment":"neutral","sentiment_score":0.05867134779691696},{"text":"One win?","start":850.925,"end":851.665,"sentiment":"neutral","sentiment_score":-0.01669358555227518},{"text":"Yeah.","start":852.76495,"end":853.00494,"sentiment":"neutral","sentiment_score":-0.021369975060224533},{"text":"Yeah.","start":853.00494,"end":853.32495,"sentiment":"neutral","sentiment_score":-0.01841664128005505},{"text":"It's good.","start":853.32495,"end":854.52496,"sentiment":"neutral","sentiment_score":0.03874164912849665}],"sentiment":"neutral","sentiment_score":0.008997265515582902,"num_words":7,"start":847.43,"end":854.52496},{"sentences":[{"text":"Yeah.","start":854.52496,"end":855.02496,"sentiment":"neutral","sentiment_score":0.04200563579797745},{"text":"Oh, thank you.","start":861.245,"end":862.14496,"sentiment":"neutral","sentiment_score":0.2648109793663025},{"text":"You too.","start":862.20496,"end":862.865,"sentiment":"neutral","sentiment_score":0.16984593868255615},{"text":"Okay.","start":862.925,"end":863.425,"sentiment":"neutral","sentiment_score":0.2429080754518509},{"text":"Yep.","start":864.20496,"end":864.605,"sentiment":"neutral","sentiment_score":0.27738699316978455}],"sentiment":"neutral","sentiment_score":0.21205318998545408,"num_words":8,"start":854.52496,"end":864.605},{"sentences":[{"text":"Well, oh, for Peter give you the rep for Peter as well.","start":864.605,"end":868.12,"sentiment":"neutral","sentiment_score":0.02015963406302035},{"text":"It's gonna be 5053 715.","start":870.81995,"end":876.75995,"sentiment":"neutral","sentiment_score":0.03503851927816868},{"text":"Have a great day.","start":880.685,"end":881.40497,"sentiment":"positive","sentiment_score":0.47247955203056335},{"text":"I love your enthusiasm.","start":881.40497,"end":882.305,"sentiment":"positive","sentiment_score":0.46089331060647964},{"text":"Gotta be.","start":886.685,"end":887.665,"sentiment":"neutral","sentiment_score":-0.23994973301887512}],"sentiment":"neutral","sentiment_score":0.13595185887620406,"num_words":27,"start":864.605,"end":887.665},{"sentences":[{"text":"It's not worth it.","start":887.725,"end":888.865,"sentiment":"negative","sentiment_score":-0.5617233216762543},{"text":"Thanks, man.","start":889.32495,"end":889.96497,"sentiment":"neutral","sentiment_score":-0.11736314743757248},{"text":"Have a good day, Larissa.","start":889.96497,"end":891.02496,"sentiment":"positive","sentiment_score":0.7464268922805786},{"text":"Bye.","start":893.32495,"end":893.82495,"sentiment":"neutral","sentiment_score":-0.08886303752660751}],"sentiment":"neutral","sentiment_score":0.09680432019134362,"num_words":12,"start":887.725,"end":893.82495}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Hub twenty four. Please note, your call may be recorded for training and quality purposes. If you do not wish for your call to be recorded, please let our team know. Stay on the line, and our team will be with you shortly. Or if you prefer to leave a voice mail, dial 1.\n\nIf you'd like to request a callback, dial 2. Hello. Welcome to HUB twenty fourth. This is Matthew. How can we help?\n\nChannel 0: Hi, Matthew. My name is Larissa from Oakview Financial. How are you going?\n\nChannel 1: Good. And you?\n\nChannel 0: Yeah. Good. Thank you. I just have a couple of clients that I needed to inquire about. So first one\n\nChannel 1: Mhmm.\n\nChannel 0: is account number 24431862.\n\nChannel 1: And their name, please?\n\nChannel 0: Simon Tate.\n\nChannel 1: Yep. That's great. And the advice, I or I'll do yep. How can we help?\n\nChannel 0: So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart. However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed. But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount.\n\nChannel 1: Yeah. Okay. Cool. I see that. Yep.\n\nSo let me see why where that change has come from.\n\nChannel 0: Thank you.\n\nChannel 1: That's okay. So my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements. Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere. Right? So it's a matter of work you're seeing.\n\nChannel 0: Yep.\n\nChannel 1: Interesting. So so pension commencement. Simon's not there. So then let's go\n\nChannel 0: He's like, I can see him under commenced, and it\n\nChannel 1: to\n\nChannel 0: commenced yesterday\n\nChannel 1: In his\n\nChannel 0: with\n\nChannel 1: own account.\n\nChannel 0: a no. No. Going to like like, on the hub going accounts, manage accounts, pension commencements. Going down there, and then from there, I can type in Simon or Tate in this instance just because laziness. And it shows up account name, Simon Tate.\n\nThe account number, first payment is 8926. Frequency yearly commenced yesterday. Expected inflows, nothing. Actual inflows, 9777215. Tax deduction, nothing.\n\nStatus commenced last update, 8926.\n\nChannel 1: Yep. Nope.\n\nChannel 0: Because the the the account was submitted through an in species request through, like, accounts, manage accounts, the internal transfers and external transfers function, where the account\n\nChannel 1: Yeah.\n\nChannel 0: transaction consent was created and then authorized to it, like, sent to the client, client signed, and then it was submitted. And the pension payment details were for a pension payment amount of $20 annually with the proposed payment date of 08/09/2026.\n\nChannel 1: K. Just bringing up that too to see that. Yeah.\n\nChannel 0: No. You're okay.\n\nChannel 1: Yeah. Transition. Yeah. Yes. Okay.\n\nSo then Here we go. Okay. That's very interesting. Okay. Start.\n\nReset. I just I'm not what I'm looking for yeah. This should be it. Here's a consent\n\nChannel 0: No.\n\nChannel 1: that shows\n\nChannel 0: You're okay.\n\nChannel 1: the new account. Permanent GST fees. Back beneficiary. Payment. $20,000 yearly.\n\nBoom. That's what I was looking for.\n\nChannel 0: Hello. Sorry. I I'm intimately aware of the account, and I'm asking you to dig through it also. You're so fine.\n\nChannel 1: Oh, that's okay. No. I've just gotta show the team, you know, what's what what's happened and try and work out what's went wrong\n\nChannel 0: Yeah.\n\nChannel 1: and, obviously, get it get it fixed. So just a sec. So then I'm back to here. Get a screenshot of that, and we're gonna attach the form. Okay.\n\nJust a sec. So It should be $20,000. Best to use info at oakview.com.au? The Oakview Financial?\n\nChannel 0: Yes. Archie Financial.\n\nChannel 1: Thanks. Yep. So I've it's just a way I just like to take the time to I could've just, you know, leave it and just\n\nChannel 0: Yeah.\n\nChannel 1: say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened. So this is why we need to fix it straight away. It just makes it would take the time now to hope to make it easier for the team to fix\n\nChannel 0: Yeah. Absolutely.\n\nChannel 1: it. So I'm having to dig into it, so that's really good. So sorry.\n\nChannel 0: No. You're so fine. It's that time of year. I get it.\n\nChannel 1: Thank you.\n\nChannel 0: Doesn't help\n\nChannel 1: So that's\n\nChannel 0: when\n\nChannel 1: been\n\nChannel 0: you're on a phone\n\nChannel 1: raised.\n\nChannel 0: based role.\n\nChannel 1: Yeah. That's been raised now, and I'll give you a reference number for that.\n\nChannel 0: Thank you.\n\nChannel 1: 5049330.\n\nChannel 0: Yep.\n\nChannel 1: And I'll, yeah, come back to you with email to confirm it's been amended.\n\nChannel 0: Perfection. I appreciate that.\n\nChannel 1: I'd say if you haven't haven't heard by, like, early afternoon by one or two, then then call back and just check-in and say, oh, we've this is the reference from this morning. We just wanna be a 100% sure this is gonna be fixed before it goes out tonight.\n\nChannel 0: Yeah. Perfect. No. That that's amazing. Thank you.\n\nChannel 1: Okay.\n\nChannel 0: Now I did\n\nChannel 1: Okay.\n\nChannel 0: have another client if you wanna, like, write your notes and stuff before we move on.\n\nChannel 1: Thanks for that. Yeah. I'll just we will do one other part. Thanks for being so considerate.\n\nChannel 0: No. You're fine. I get it. This finance industry, we go we gotta\n\nChannel 1: Oh, cool.\n\nChannel 0: look after each other. Trust me. I get it. If you pick up too many cases at once, you\n\nChannel 1: Thank\n\nChannel 0: end\n\nChannel 1: you.\n\nChannel 0: up with an evening full of finance.\n\nChannel 1: Yeah. And if you don't put them on now, then later you'll be like, what was I thinking then?\n\nChannel 0: Yeah. What was I doing?\n\nChannel 1: Cool. Yeah. Ready for the next one?\n\nChannel 0: Perfect. So my next client is Peter Gibbons. I'll just grab the member number. It's 24429631.\n\nChannel 1: Thanks. And what's happening with Peter?\n\nChannel 0: So Pia has a a pension commencement. Pension commenced was we we've submitted it to be commenced yesterday, and we requested to basically escalate the commencement with a payment. I can see that by the looks of it this morning, it's been commenced, and we were wondering if we could get an escalation to have a payment paid out today, if possible.\n\nChannel 1: Okay. I'll have a look.\n\nChannel 0: Thank you.\n\nChannel 1: Oh, yeah. Yeah. I see the status as requested. Erised today.\n\nChannel 0: So yeah. So we spoke to the team yesterday, and they basically said that we could and they said that, essentially, the pension pension commencement paperwork would go get sent sent to the team last night, and then someone would pick it up this morning to basically do what they need to do. And we're wondering if we could get, like, the pension commencement prioritized in today's run to get commenced. And then there's cash sitting in the account if we can get a payment paid today post\n\nChannel 1: Yep. Just a sec.\n\nChannel 0: commencement. No. No. You're okay.\n\nChannel 1: Yeah. Realistically, just to be transparent and not have with the\n\nChannel 0: No.\n\nChannel 1: expectations,\n\nChannel 0: You're right.\n\nChannel 1: fifty fifty on that because they, yeah, they cut off the payments normally twenty four hours before. But I'll so if it if it doesn't go out tonight, then it should be and the commencement is finalized tomorrow, then you should be able to request that just an ad hoc payment anyway tomorrow. Yeah. I've done what I can, but to mark it urgent, so it it does should should fall in today, but I'm just not sure that the system itself may need time time to process the the changes. I think they normally cut off pension commencements, like, forty eight hours before the next payment date.\n\nChannel 0: Yep.\n\nChannel 1: Whereas the the first person was just amending the payment amount, if that makes sense. Yeah.\n\nChannel 0: Yep.\n\nChannel 1: So\n\nChannel 0: Are you\n\nChannel 1: we'll\n\nChannel 0: able\n\nChannel 1: yeah.\n\nChannel 0: to\n\nChannel 1: I've definitely I've definitely done the escalation and raised it as\n\nChannel 0: yeah.\n\nChannel 1: urgent and and done the whole process and explained\n\nChannel 0: Yeah.\n\nChannel 1: the situation.\n\nChannel 0: Perfect.\n\nChannel 1: But, yeah, just I couldn't a 100% guarantee that one will be resolved today, but I've definitely done the escalation for you for sure.\n\nChannel 0: No. That's okay. That's that's absolutely fine. I'll call back around midday if I haven't heard anything anyway. Can I\n\nChannel 1: Yeah.\n\nChannel 0: ask, has the client called to\n\nChannel 1: If\n\nChannel 0: confirm his bank details on the account\n\nChannel 1: you\n\nChannel 0: as well? Just so that way that's gonna hold up later. Do you have I know. Is there a system you can\n\nChannel 1: to\n\nChannel 0: look in\n\nChannel 1: Peter?\n\nChannel 0: to see if that's good? Yes. Yes. A Peter.\n\nChannel 1: Yeah. Because Peter was Peter, we don't do a callback for new app account applications. It's only for when a subsequent bank account nomination form is sent.\n\nChannel 0: Oh, yeah.\n\nChannel 1: So he didn't need a callback.\n\nChannel 0: Yep. Cool. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: You're correct. Yep. No. No. It's just it's on my mental checklist,\n\nChannel 1: One win?\n\nChannel 0: and I'm always like, you have to call.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: But no.\n\nChannel 1: It's\n\nChannel 0: You're right. Yeah.\n\nChannel 1: good.\n\nChannel 0: Account.\n\nChannel 1: Yeah.\n\nChannel 0: New your account. Yep. Amazing. Perfect. No.\n\nThank you so much. You've been such a help. I appreciate you.\n\nChannel 1: Oh, thank you. You too. Okay.\n\nChannel 0: You have a great\n\nChannel 1: Yep.\n\nChannel 0: day.\n\nChannel 1: Well, oh, for Peter give\n\nChannel 0: Oh,\n\nChannel 1: you the rep\n\nChannel 0: yeah.\n\nChannel 1: for Peter as well.\n\nChannel 0: Oh, thank you. Yes, please.\n\nChannel 1: It's gonna be 5053\n\nChannel 0: Yep.\n\nChannel 1: 715.\n\nChannel 0: Perfection. Thank you so much.\n\nChannel 1: Have a great day. I love your enthusiasm.\n\nChannel 0: Gotta be happy on a Tuesday. Otherwise, the rest of the week's\n\nChannel 1: Gotta\n\nChannel 0: just downhill.\n\nChannel 1: be. It's not worth it. Thanks, man. Have a good day, Larissa.\n\nChannel 0: You too. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Hub twenty four.","start":2.3999999,"end":4.1,"sentiment":"neutral","sentiment_score":0.1508348047733307},{"text":"Please note, your call may be recorded for training and quality purposes.","start":4.3199997,"end":8.02,"sentiment":"neutral","sentiment_score":-0.021894555383672316},{"text":"If you do not wish for your call to be recorded, please let our team know.","start":8.48,"end":12.5,"sentiment":"neutral","sentiment_score":-0.07266741525381804},{"text":"Stay on the line, and our team will be with you shortly.","start":13.075,"end":15.655,"sentiment":"neutral","sentiment_score":0.01633557917860647},{"text":"Or if you prefer to leave a voice mail, dial 1.","start":16.115,"end":19.095,"sentiment":"neutral","sentiment_score":-0.006843726574019952}],"sentiment":"neutral","sentiment_score":-0.009830237981597227,"channel":1,"num_words":56,"start":2.3999999,"end":19.095},{"sentences":[{"text":"If you'd like to request a callback, dial 2.","start":19.314999,"end":22.135,"sentiment":"neutral","sentiment_score":-0.0063414437592857415},{"text":"Hello.","start":23.474998,"end":23.795,"sentiment":"neutral","sentiment_score":0.040481530129909515},{"text":"Welcome to HUB twenty fourth.","start":23.795,"end":24.835,"sentiment":"neutral","sentiment_score":0.1155903920531273},{"text":"This is Matthew.","start":24.835,"end":25.395,"sentiment":"neutral","sentiment_score":0.16083506246407828},{"text":"How can we help?","start":25.395,"end":26.1,"sentiment":"neutral","sentiment_score":0.13795841485261917}],"sentiment":"neutral","sentiment_score":0.07253178833475844,"channel":1,"num_words":22,"start":19.314999,"end":26.1},{"sentences":[{"text":"Hi, Matthew.","start":26.699999,"end":27.5,"sentiment":"neutral","sentiment_score":0.10705333948135376},{"text":"My name is Larissa from Oakview Financial.","start":27.5,"end":29.82,"sentiment":"neutral","sentiment_score":0.12495974131992885},{"text":"How are you going?","start":29.82,"end":30.64,"sentiment":"neutral","sentiment_score":0.17433708161115646}],"sentiment":"neutral","sentiment_score":0.13739793804975656,"channel":0,"num_words":13,"start":26.699999,"end":30.64},{"sentences":[{"text":"Good.","start":31.7,"end":31.94,"sentiment":"neutral","sentiment_score":0.3292507529258728},{"text":"And you?","start":31.94,"end":32.6,"sentiment":"neutral","sentiment_score":0.16296108812093735}],"sentiment":"neutral","sentiment_score":0.21839097638924918,"channel":1,"num_words":3,"start":31.7,"end":32.6},{"sentences":[{"text":"Yeah.","start":33.02,"end":33.26,"sentiment":"neutral","sentiment_score":0.21518823504447937},{"text":"Good.","start":33.26,"end":33.66,"sentiment":"positive","sentiment_score":0.3829695582389831},{"text":"Thank you.","start":33.66,"end":34.3,"sentiment":"positive","sentiment_score":0.5108711570501328},{"text":"I just have a couple of clients that I needed to inquire about.","start":34.3,"end":38.4,"sentiment":"neutral","sentiment_score":0.08141940087080002},{"text":"So first one","start":38.875,"end":39.835,"sentiment":"neutral","sentiment_score":0.03562623014052709}],"sentiment":"neutral","sentiment_score":0.13926155045628547,"channel":0,"num_words":20,"start":33.02,"end":39.835},{"sentences":[{"text":"Mhmm.","start":39.62,"end":40.12,"sentiment":"neutral","sentiment_score":0.031868040561676025}],"sentiment":"neutral","sentiment_score":0.031868040561676025,"channel":1,"num_words":1,"start":39.62,"end":40.12},{"sentences":[{"text":"is account number 24431862.","start":39.835,"end":44.175,"sentiment":"neutral","sentiment_score":0.03644443489611149}],"sentiment":"neutral","sentiment_score":0.03644443489611149,"channel":0,"num_words":4,"start":39.835,"end":44.175},{"sentences":[{"text":"And their name, please?","start":46.635,"end":47.934998,"sentiment":"neutral","sentiment_score":0.022220596903935075}],"sentiment":"neutral","sentiment_score":0.022220596903935075,"channel":1,"num_words":4,"start":46.635,"end":47.934998},{"sentences":[{"text":"Simon Tate.","start":48.475,"end":49.534996,"sentiment":"neutral","sentiment_score":0.037218859419226646}],"sentiment":"neutral","sentiment_score":0.037218859419226646,"channel":0,"num_words":2,"start":48.475,"end":49.534996},{"sentences":[{"text":"Yep.","start":50.954998,"end":51.195,"sentiment":"neutral","sentiment_score":0.21730667352676392},{"text":"That's great.","start":51.195,"end":51.934998,"sentiment":"positive","sentiment_score":0.6404455900192261},{"text":"And the advice, I or I'll do yep.","start":52.074997,"end":54.78,"sentiment":"neutral","sentiment_score":0.21604577265679836},{"text":"How can we help?","start":54.78,"end":55.76,"sentiment":"neutral","sentiment_score":0.15866591036319733}],"sentiment":"neutral","sentiment_score":0.2574151784181595,"channel":1,"num_words":15,"start":50.954998,"end":55.76},{"sentences":[{"text":"So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart.","start":56.63,"end":71.814995,"sentiment":"neutral","sentiment_score":-0.03853031585889834},{"text":"However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed.","start":72.034996,"end":81.494995,"sentiment":"neutral","sentiment_score":-0.21151088245890357},{"text":"But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount.","start":82.04,"end":92.94,"sentiment":"neutral","sentiment_score":-0.07631196623498743}],"sentiment":"neutral","sentiment_score":-0.10383691830219517,"channel":0,"num_words":71,"start":56.63,"end":92.94},{"sentences":[{"text":"Yeah.","start":94.340004,"end":94.840004,"sentiment":"neutral","sentiment_score":0.008644761517643929},{"text":"Okay.","start":94.9,"end":95.22,"sentiment":"neutral","sentiment_score":0.04836420714855194},{"text":"Cool.","start":95.22,"end":95.685,"sentiment":"neutral","sentiment_score":0.1094803437590599},{"text":"I see that.","start":96.165,"end":96.884995,"sentiment":"neutral","sentiment_score":0.07710416863361995},{"text":"Yep.","start":96.884995,"end":97.284996,"sentiment":"neutral","sentiment_score":0.05343697592616081}],"sentiment":"neutral","sentiment_score":0.06446268489318234,"channel":1,"num_words":7,"start":94.340004,"end":97.284996},{"sentences":[{"text":"So let me see why where that change has come from.","start":97.284996,"end":107.225,"sentiment":"neutral","sentiment_score":-0.04385009915991263}],"sentiment":"neutral","sentiment_score":-0.04385009915991263,"channel":1,"num_words":11,"start":97.284996,"end":107.225},{"sentences":[{"text":"Thank you.","start":108.415,"end":109.235,"sentiment":"neutral","sentiment_score":0.2797994613647461}],"sentiment":"neutral","sentiment_score":0.2797994613647461,"channel":0,"num_words":2,"start":108.415,"end":109.235},{"sentences":[{"text":"That's okay.","start":110.725,"end":111.545,"sentiment":"neutral","sentiment_score":0.1359669342637062},{"text":"So my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements.","start":142.73,"end":156.275,"sentiment":"neutral","sentiment_score":0.04493265190663246},{"text":"Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere.","start":157.455,"end":163.535,"sentiment":"neutral","sentiment_score":-0.07049947294096152},{"text":"Right?","start":163.535,"end":163.855,"sentiment":"neutral","sentiment_score":-0.022294674068689343},{"text":"So it's a matter of work you're seeing.","start":163.855,"end":165.875,"sentiment":"neutral","sentiment_score":-0.033950612880289555}],"sentiment":"neutral","sentiment_score":-0.0022310413081537595,"channel":1,"num_words":55,"start":110.725,"end":165.875},{"sentences":[{"text":"Yep.","start":167.02501,"end":167.4,"sentiment":"neutral","sentiment_score":0.01858719065785408}],"sentiment":"neutral","sentiment_score":0.01858719065785408,"channel":0,"num_words":1,"start":167.02501,"end":167.4},{"sentences":[{"text":"Interesting.","start":167.375,"end":167.875,"sentiment":"neutral","sentiment_score":-0.004125857725739479},{"text":"So so pension commencement.","start":167.935,"end":171.3,"sentiment":"neutral","sentiment_score":-0.0464099133387208},{"text":"Simon's not there.","start":171.36,"end":172.58,"sentiment":"neutral","sentiment_score":-0.140362282594045},{"text":"So then let's go","start":172.64,"end":174.81999,"sentiment":"neutral","sentiment_score":-0.04117086250334978}],"sentiment":"neutral","sentiment_score":-0.06462798407301307,"channel":1,"num_words":12,"start":167.375,"end":174.81999},{"sentences":[{"text":"He's like, I can see him under commenced, and it","start":175.4,"end":179.4,"sentiment":"neutral","sentiment_score":-0.05302674099802971}],"sentiment":"neutral","sentiment_score":-0.05302674099802971,"channel":0,"num_words":10,"start":175.4,"end":179.4},{"sentences":[{"text":"to","start":179.36,"end":179.86,"sentiment":"neutral","sentiment_score":-0.07941780984401703}],"sentiment":"neutral","sentiment_score":-0.07941780984401703,"channel":1,"num_words":1,"start":179.36,"end":179.86},{"sentences":[{"text":"commenced 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call.","start":851.175,"end":853.015,"sentiment":"neutral","sentiment_score":-0.04502147017046809}],"sentiment":"neutral","sentiment_score":-0.04502147017046809,"channel":0,"num_words":8,"start":851.175,"end":853.015},{"sentences":[{"text":"Yeah.","start":852.76495,"end":853.00494,"sentiment":"neutral","sentiment_score":-0.021369975060224533},{"text":"Yeah.","start":853.00494,"end":853.32495,"sentiment":"neutral","sentiment_score":-0.01841664128005505}],"sentiment":"neutral","sentiment_score":-0.01989330817013979,"channel":1,"num_words":2,"start":852.76495,"end":853.32495},{"sentences":[{"text":"But 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your account.","start":855.015,"end":855.73505,"sentiment":"neutral","sentiment_score":0.057678633679946266},{"text":"Yep.","start":855.73505,"end":856.215,"sentiment":"neutral","sentiment_score":0.14897291362285614},{"text":"Amazing.","start":856.215,"end":856.715,"sentiment":"positive","sentiment_score":0.37121444940567017},{"text":"Perfect.","start":857.45,"end":857.95,"sentiment":"positive","sentiment_score":0.36217060685157776},{"text":"No.","start":858.01,"end":858.25,"sentiment":"neutral","sentiment_score":0.18005506694316864}],"sentiment":"neutral","sentiment_score":0.17649270540901593,"channel":0,"num_words":7,"start":855.015,"end":858.25},{"sentences":[{"text":"Thank you so much.","start":858.25,"end":858.97003,"sentiment":"positive","sentiment_score":0.35113396495580673},{"text":"You've been such a help.","start":858.97003,"end":860.01,"sentiment":"positive","sentiment_score":0.5264505088329315},{"text":"I appreciate you.","start":860.01,"end":861.07,"sentiment":"positive","sentiment_score":0.4140852193037669}],"sentiment":"positive","sentiment_score":0.4399203384915988,"channel":0,"num_words":12,"start":858.25,"end":861.07},{"sentences":[{"text":"Oh, thank you.","start":861.245,"end":862.14496,"sentiment":"neutral","sentiment_score":0.2648109793663025},{"text":"You too.","start":862.20496,"end":862.865,"sentiment":"neutral","sentiment_score":0.16984593868255615},{"text":"Okay.","start":862.925,"end":863.425,"sentiment":"neutral","sentiment_score":0.2429080754518509}],"sentiment":"neutral","sentiment_score":0.22950548181931177,"channel":1,"num_words":6,"start":861.245,"end":863.425},{"sentences":[{"text":"You have a great","start":863.69,"end":864.33,"sentiment":"positive","sentiment_score":0.3425138518214226}],"sentiment":"positive","sentiment_score":0.3425138518214226,"channel":0,"num_words":4,"start":863.69,"end":864.33},{"sentences":[{"text":"Yep.","start":864.20496,"end":864.605,"sentiment":"neutral","sentiment_score":0.27738699316978455}],"sentiment":"neutral","sentiment_score":0.27738699316978455,"channel":1,"num_words":1,"start":864.20496,"end":864.605},{"sentences":[{"text":"day.","start":864.33,"end":864.83,"sentiment":"neutral","sentiment_score":0.2221667468547821}],"sentiment":"neutral","sentiment_score":0.2221667468547821,"channel":0,"num_words":1,"start":864.33,"end":864.83},{"sentences":[{"text":"Well, oh, for Peter give","start":864.605,"end":866.25995,"sentiment":"neutral","sentiment_score":0.015433675982058049}],"sentiment":"neutral","sentiment_score":0.015433675982058049,"channel":1,"num_words":5,"start":864.605,"end":866.25995},{"sentences":[{"text":"Oh,","start":866.25,"end":866.57,"sentiment":"neutral","sentiment_score":0.01070375181734562}],"sentiment":"neutral","sentiment_score":0.01070375181734562,"channel":0,"num_words":1,"start":866.25,"end":866.57},{"sentences":[{"text":"you the rep","start":866.25995,"end":866.81995,"sentiment":"neutral","sentiment_score":0.01441044049958388}],"sentiment":"neutral","sentiment_score":0.01441044049958388,"channel":1,"num_words":3,"start":866.25995,"end":866.81995},{"sentences":[{"text":"yeah.","start":866.57,"end":867.07,"sentiment":"neutral","sentiment_score":0.017983827739953995}],"sentiment":"neutral","sentiment_score":0.017983827739953995,"channel":0,"num_words":1,"start":866.57,"end":867.07},{"sentences":[{"text":"for Peter as well.","start":866.81995,"end":868.12,"sentiment":"neutral","sentiment_score":0.030378976836800575}],"sentiment":"neutral","sentiment_score":0.030378976836800575,"channel":1,"num_words":4,"start":866.81995,"end":868.12},{"sentences":[{"text":"Oh, thank you.","start":867.93,"end":868.73,"sentiment":"neutral","sentiment_score":0.08758593599001567},{"text":"Yes, please.","start":868.73,"end":869.415,"sentiment":"neutral","sentiment_score":0.04947431571781635}],"sentiment":"neutral","sentiment_score":0.07234128788113595,"channel":0,"num_words":5,"start":867.93,"end":869.415},{"sentences":[{"text":"It's gonna be 5053","start":870.81995,"end":872.92,"sentiment":"neutral","sentiment_score":0.03733246820047498}],"sentiment":"neutral","sentiment_score":0.03733246820047498,"channel":1,"num_words":4,"start":870.81995,"end":872.92},{"sentences":[{"text":"Yep.","start":873.65497,"end":874.15497,"sentiment":"neutral","sentiment_score":0.029260685667395592}],"sentiment":"neutral","sentiment_score":0.029260685667395592,"channel":0,"num_words":1,"start":873.65497,"end":874.15497},{"sentences":[{"text":"715.","start":875.54,"end":876.75995,"sentiment":"neutral","sentiment_score":0.02586272358894348}],"sentiment":"neutral","sentiment_score":0.02586272358894348,"channel":1,"num_words":1,"start":875.54,"end":876.75995},{"sentences":[{"text":"Perfection.","start":877.815,"end":878.315,"sentiment":"neutral","sentiment_score":0.3167802691459656},{"text":"Thank you so much.","start":878.535,"end":879.595,"sentiment":"positive","sentiment_score":0.42849691957235336}],"sentiment":"positive","sentiment_score":0.4061535894870758,"channel":0,"num_words":5,"start":877.815,"end":879.595},{"sentences":[{"text":"Have a great day.","start":880.685,"end":881.40497,"sentiment":"positive","sentiment_score":0.47247955203056335},{"text":"I love your enthusiasm.","start":881.40497,"end":882.305,"sentiment":"positive","sentiment_score":0.46089331060647964}],"sentiment":"positive","sentiment_score":0.4666864313185215,"channel":1,"num_words":8,"start":880.685,"end":882.305},{"sentences":[{"text":"Gotta be happy on a Tuesday.","start":884.05005,"end":885.41003,"sentiment":"neutral","sentiment_score":0.12155941997965176},{"text":"Otherwise, the rest of the week's","start":885.41003,"end":886.85004,"sentiment":"neutral","sentiment_score":-0.22685819367567697}],"sentiment":"neutral","sentiment_score":-0.052649386848012604,"channel":0,"num_words":12,"start":884.05005,"end":886.85004},{"sentences":[{"text":"Gotta","start":886.685,"end":887.165,"sentiment":"neutral","sentiment_score":-0.2497006058692932}],"sentiment":"neutral","sentiment_score":-0.2497006058692932,"channel":1,"num_words":1,"start":886.685,"end":887.165},{"sentences":[{"text":"just downhill.","start":886.85004,"end":887.59,"sentiment":"neutral","sentiment_score":-0.24573133885860443}],"sentiment":"neutral","sentiment_score":-0.24573133885860443,"channel":0,"num_words":2,"start":886.85004,"end":887.59},{"sentences":[{"text":"be.","start":887.165,"end":887.665,"sentiment":"neutral","sentiment_score":-0.23019886016845703},{"text":"It's not worth it.","start":887.725,"end":888.865,"sentiment":"negative","sentiment_score":-0.5617233216762543},{"text":"Thanks, man.","start":889.32495,"end":889.96497,"sentiment":"neutral","sentiment_score":-0.11736314743757248},{"text":"Have a good day, Larissa.","start":889.96497,"end":891.02496,"sentiment":"positive","sentiment_score":0.7464268922805786}],"sentiment":"neutral","sentiment_score":0.0850263349711895,"channel":1,"num_words":12,"start":887.165,"end":891.02496},{"sentences":[{"text":"You too.","start":891.33,"end":892.05005,"sentiment":"positive","sentiment_score":0.512482225894928},{"text":"Bye.","start":892.05005,"end":892.55005,"sentiment":"neutral","sentiment_score":0.31287023425102234}],"sentiment":"positive","sentiment_score":0.4459448953469594,"channel":0,"num_words":3,"start":891.33,"end":892.55005},{"sentences":[{"text":"Bye.","start":893.32495,"end":893.82495,"sentiment":"neutral","sentiment_score":-0.08886303752660751}],"sentiment":"neutral","sentiment_score":-0.08886303752660751,"channel":1,"num_words":1,"start":893.32495,"end":893.82495}]},"summary":{"result":"success","short":"The customer inquires about a pension commencement for Simon Tate and receives instructions for managing accounts and pension commencements. The representative emphasizes the importance of fixing the issue quickly and requests a screenshot of the form to confirm the payment. The process is taking time, but the customer is grateful for the information and promises to provide a reference number and email confirmation. The representative confirms that the client's pension commencement paperwork will be sent and that a payment should be made that day. The customer also asks about a new client's account and receives confirmation that the information is available. The call ends with the customer thanking the representative and saying goodbye."},"intents":{"segments":[{"text":"If you do not wish for your call to be recorded, please let our team know. Stay on the line, and our team will be with you shortly. Or if you prefer to leave a voice mail, dial 1. If you'd like to request a callback, dial 2. Hello.","start_word":17,"end_word":65,"intents":[{"intent":"Request callback","confidence_score":0.24077883}]},{"text":"I just have a couple of clients that I needed to inquire about. So first one Mhmm. is account number 24431862. And their name, please? Simon Tate.","start_word":98,"end_word":124,"intents":[{"intent":"Inquire about clients","confidence_score":0.5691413},{"intent":"Inquire about a client","confidence_score":0.0003370119}]},{"text":"And the advice, I or I'll do yep. How can we help?","start_word":128,"end_word":139,"intents":[{"intent":"Provide advice","confidence_score":0.013712664}]},{"text":"So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart. However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed. But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount.","start_word":140,"end_word":210,"intents":[{"intent":"Discuss pension commencement","confidence_score":0.13909148},{"intent":"Explain change in account details","confidence_score":0.011740669}]},{"text":"I see that. Yep. So let me see why where that change has come from. Thank you.","start_word":214,"end_word":230,"intents":[{"intent":"Confirm understanding","confidence_score":0.008127536},{"intent":"Confirm understanding","confidence_score":0.090818174}]},{"text":"say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened. So this is why we need to fix it straight away. It just makes it would take the time now to hope to make it easier for the team to fix Yeah.","start_word":648,"end_word":699,"intents":[{"intent":"Fix paper paperwork","confidence_score":0.15426598}]},{"text":"I see the status as requested. Erised today.","start_word":1043,"end_word":1050,"intents":[{"intent":"Inquire about payment status","confidence_score":0.00035387662}]},{"text":"So Are you we'll able yeah. to I've definitely I've definitely done the escalation and raised it as yeah. urgent and and done the whole process and explained Yeah. the situation.","start_word":1289,"end_word":1319,"intents":[{"intent":"Discuss escalation and resolve situation","confidence_score":0.0043642083}]},{"text":"I'll call back around midday if I haven't heard anything anyway. Can I Yeah.","start_word":1352,"end_word":1365,"intents":[{"intent":"Receive callback","confidence_score":0.0025704026}]},{"text":"I'll call back around midday if I haven't heard anything anyway. Can I Yeah. ask, has the client called to If confirm his bank details on the account you as well?","start_word":1352,"end_word":1382,"intents":[{"intent":"Call back to confirm bank details","confidence_score":0.00020979576}]},{"text":"ask, has the client called to If confirm his bank details on the account you as well?","start_word":1366,"end_word":1382,"intents":[{"intent":"Confirm account details","confidence_score":0.06581246}]}]},"sentiments":{"segments":[{"text":"Welcome to Hub twenty four. Please note, your call may be recorded for training and quality purposes. If you do not wish for your call to be recorded, please let our team know. Stay on the line, and our team will be with you shortly. Or if you prefer to leave a voice mail, dial 1. If you'd like to request a callback, dial 2. Hello. Welcome to HUB twenty fourth. This is Matthew. How can we help? Hi, Matthew. My name is Larissa from Oakview Financial. How are you going? Good. And you? Yeah.","start_word":0,"end_word":94,"sentiment":"neutral","sentiment_score":0.045511044561862946},{"text":"Good. Thank you.","start_word":95,"end_word":97,"sentiment":"positive","sentiment_score":0.450007826089859},{"text":"I just have a couple of clients that I needed to inquire about. So first one Mhmm. is account number 24431862. And their name, please? Simon Tate. Yep.","start_word":98,"end_word":125,"sentiment":"neutral","sentiment_score":0.06337375193834305},{"text":"That's great.","start_word":126,"end_word":127,"sentiment":"positive","sentiment_score":0.6398417353630066},{"text":"And the advice, I or I'll do yep. How can we help? So I was just reviewing his commencement like, his pension commencement, and his application had a yearly amount, and it was for $15,000, $20,000 on my heart. However, the details have been altered or entered, I guess, incorrectly on your end, or I'm not entirely sure how it's changed. But now the pension commencement is commencing with a payment today of $31.90, which is basically the minimum, not the requested amount. Yeah. Okay. Cool. I see that. Yep. So let me see why where that change has come from. Thank you. That's okay. So my next step is to if you'd like to as well, go we're gonna go to Advisor Hub, go to accounts, manage accounts, pension commencements. Because that instruction that you're seeing on the client's account, it has to have come from somewhat somewhere. Right? So it's a matter of work you're seeing. Yep. Interesting. So so pension commencement. Simon's not there. So then let's go He's like, I can see him under commenced, and it to commenced yesterday In his with own account. a no. No. Going to like like, on the hub going accounts, manage accounts, pension commencements. Going down there, and then from there, I can type in Simon or Tate in this instance just because laziness. And it shows up account name, Simon Tate. The account number, first payment is 8926. Frequency yearly commenced yesterday. Expected inflows, nothing. Actual inflows, 9777215. Tax deduction, nothing. Status commenced last update, 8926. Yep. Nope. Because the the the account was submitted through an in species request through, like, accounts, manage accounts, the internal transfers and external transfers function, where the account Yeah. transaction consent was created and then authorized to it, like, sent to the client, client signed, and then it was submitted. And the pension payment details were for a pension payment amount of $20 annually with the proposed payment date of 08/09/2026. K. Just bringing up that too to see that. Yeah. No. You're okay. Yeah. Transition. Yeah. Yes. Okay. So then Here we go. Okay. That's very interesting. Okay. Start. Reset. I just I'm not what I'm looking for yeah. This should be it. Here's a consent No. that shows You're okay. the new account. Permanent GST fees. Back beneficiary. Payment. $20,000 yearly. Boom. That's what I was looking for. Hello. Sorry. I I'm intimately aware of the account, and I'm asking you to dig through it also. You're so fine. Oh, that's okay. No. I've just gotta show the team, you know, what's what what's happened and try and work out what's went wrong Yeah. and, obviously, get it get it fixed. So just a sec. So then I'm back to here. Get a screenshot of that, and we're gonna attach the form. Okay. Just a sec. So It should be $20,000. Best to use info at oakview.com.au? The Oakview Financial? Yes. Archie Financial.","start_word":128,"end_word":621,"sentiment":"neutral","sentiment_score":-0.012469246739621544},{"text":"Thanks.","start_word":622,"end_word":622,"sentiment":"positive","sentiment_score":0.3920527696609497},{"text":"Yep. So I've it's just a way I just like to take the time to I could've just, you know, leave it and just Yeah. say this is the problem, but actually show them this is the supporting paper paperwork that has what should've happened. So this is why we need to fix it straight away. It just makes it would take the time now to hope to make it easier for the team to fix Yeah.","start_word":623,"end_word":699,"sentiment":"neutral","sentiment_score":-0.01178456920307952},{"text":"Absolutely. it. So I'm having to dig into it, so that's really good.","start_word":700,"end_word":712,"sentiment":"positive","sentiment_score":0.4190346598625183},{"text":"So sorry. No. You're so fine. It's that time of year. I get it. Thank you. Doesn't help So when that's been you're on a phone raised. based role. Yeah. That's been raised now, and I'll give you a reference number for that. Thank you. 5049330. Yep. And I'll, yeah, come back to you with email to confirm it's been amended.","start_word":713,"end_word":773,"sentiment":"neutral","sentiment_score":0.0767761692404747},{"text":"Perfection. I appreciate that.","start_word":774,"end_word":777,"sentiment":"positive","sentiment_score":0.5324324369430542},{"text":"I'd say if you haven't haven't heard by, like, early afternoon by one or two, then then call back and just check-in and say, oh, we've this is the reference from this morning. We just wanna be a 100% sure this is gonna be fixed before it goes out tonight. Yeah. Perfect. No.","start_word":778,"end_word":830,"sentiment":"neutral","sentiment_score":0.0970962420105934},{"text":"That that's amazing. Thank you.","start_word":831,"end_word":835,"sentiment":"positive","sentiment_score":0.3647383749485016},{"text":"Okay. Now I did Okay. have another client if you wanna, like, write your notes and stuff before we move on.","start_word":836,"end_word":856,"sentiment":"neutral","sentiment_score":0.112538143992424},{"text":"Thanks for that.","start_word":857,"end_word":859,"sentiment":"positive","sentiment_score":0.36628690361976624},{"text":"Yeah. I'll just we will do one other part.","start_word":860,"end_word":868,"sentiment":"neutral","sentiment_score":0.19665277004241943},{"text":"Thanks for being so considerate.","start_word":869,"end_word":873,"sentiment":"positive","sentiment_score":0.3981010019779206},{"text":"No. You're fine. I get it. This finance industry, we go we gotta Oh, cool. look after each other. Trust me. I get it. If you pick up too many cases at once, you Thank end you. up with an evening full of finance. Yeah. And if you don't put them on now, then later you'll be like, what was I thinking then? Yeah. What was I doing? Cool. Yeah. Ready for the next one?","start_word":874,"end_word":948,"sentiment":"neutral","sentiment_score":0.08286639302968979},{"text":"Perfect.","start_word":949,"end_word":949,"sentiment":"positive","sentiment_score":0.379226416349411},{"text":"So my next client is Peter Gibbons. I'll just grab the member number. It's 24429631.","start_word":950,"end_word":964,"sentiment":"neutral","sentiment_score":0.05689266324043274},{"text":"Thanks.","start_word":965,"end_word":965,"sentiment":"positive","sentiment_score":0.49041181802749634},{"text":"And what's happening with Peter? So Pia has a a pension commencement. Pension commenced was we we've submitted it to be commenced yesterday, and we requested to basically escalate the commencement with a payment. I can see that by the looks of it this morning, it's been commenced, and we were wondering if we could get an escalation to have a payment paid out today, if possible. Okay. I'll have a look.","start_word":966,"end_word":1037,"sentiment":"neutral","sentiment_score":0.10367401689291},{"text":"Thank you.","start_word":1038,"end_word":1039,"sentiment":"positive","sentiment_score":0.4881923198699951},{"text":"Oh, yeah. Yeah. I see the status as requested. Erised today. So yeah. So we spoke to the team yesterday, and they basically said that we could and they said that, essentially, the pension pension commencement paperwork would go get sent sent to the team last night, and then someone would pick it up this morning to basically do what they need to do. And we're wondering if we could get, like, the pension commencement prioritized in today's run to get commenced. And then there's cash sitting in the account if we can get a payment paid today post Yep. Just a sec. commencement. No. No. You're okay. Yeah. Realistically, just to be transparent and not have with the No. expectations, You're right. fifty fifty on that because they, yeah, they cut off the payments normally twenty four hours before. But I'll so if it if it doesn't go out tonight, then it should be and the commencement is finalized tomorrow, then you should be able to request that just an ad hoc payment anyway tomorrow. Yeah. I've done what I can, but to mark it urgent, so it it does should should fall in today, but I'm just not sure that the system itself may need time time to process the the changes. I think they normally cut off pension commencements, like, forty eight hours before the next payment date. Yep. Whereas the the first person was just amending the payment amount, if that makes sense. Yeah. Yep. So Are you we'll able yeah. to I've definitely I've definitely done the escalation and raised it as yeah. urgent and and done the whole process and explained Yeah. the situation. Perfect. But, yeah, just I couldn't a 100% guarantee that one will be resolved today, but I've definitely done the escalation for you for sure. No. That's okay. That's that's absolutely fine. I'll call back around midday if I haven't heard anything anyway. Can I Yeah. ask, has the client called to If confirm his bank details on the account you as well? Just so that way that's gonna hold up later. Do you have I know. Is there a system you can to look in Peter? to see if that's good? Yes. Yes. A Peter. Yeah. Because Peter was Peter, we don't do a callback for new app account applications. It's only for when a subsequent bank account nomination form is sent. Oh, yeah. So he didn't need a callback. Yep. Cool. Yeah. Yeah. You're correct. Yep. No. No. It's just it's on my mental checklist, One win? and I'm always like, you have to call. Yeah. Yeah. But no. It's You're right. Yeah. good. Account. Yeah. New your account. Yep.","start_word":1040,"end_word":1491,"sentiment":"neutral","sentiment_score":0.00022896421265549365},{"text":"Amazing. Perfect.","start_word":1492,"end_word":1493,"sentiment":"positive","sentiment_score":0.3666925430297851},{"text":"No.","start_word":1494,"end_word":1494,"sentiment":"neutral","sentiment_score":0.18005506694316864},{"text":"Thank you so much. You've been such a help. I appreciate you.","start_word":1495,"end_word":1506,"sentiment":"positive","sentiment_score":0.44273078441619873},{"text":"Oh, thank you. You too. Okay. You have a great Yep. day. Well, oh, for Peter give Oh, you the rep yeah. for Peter as well. Oh, thank you. Yes, please. It's gonna be 5053 Yep. 715. Perfection.","start_word":1507,"end_word":1544,"sentiment":"neutral","sentiment_score":0.11484456062316896},{"text":"Thank you so much. Have a great day. I love your enthusiasm.","start_word":1545,"end_word":1556,"sentiment":"positive","sentiment_score":0.4510989785194397},{"text":"Gotta be happy on a Tuesday. Otherwise, the rest of the week's Gotta just downhill. be.","start_word":1557,"end_word":1572,"sentiment":"neutral","sentiment_score":-0.10522998124361038},{"text":"It's not worth it.","start_word":1573,"end_word":1576,"sentiment":"negative","sentiment_score":-0.554764449596405},{"text":"Thanks, man.","start_word":1577,"end_word":1578,"sentiment":"neutral","sentiment_score":-0.1447305679321289},{"text":"Have a good day, Larissa. You too.","start_word":1579,"end_word":1585,"sentiment":"positive","sentiment_score":0.6745559573173523},{"text":"Bye. Bye.","start_word":1586,"end_word":1587,"sentiment":"neutral","sentiment_score":0.24473713338375092}],"average":{"sentiment":"neutral","sentiment_score":0.04165469217481416}}}}