{"metadata":{"transaction_key":"deprecated","request_id":"019f59e8-f52b-7b81-80e9-7d779f77c6ff","sha256":"833bfefddda406f6ab324989930de520579a7dece0a008196d53a1e2aed24fb8","created":"2026-07-13T05:17:50.219Z","duration":1696.9679,"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":4979,"output_tokens":114},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5606,"output_tokens":5617},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5606,"output_tokens":228}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Tony. Larissa from Oaktree Financial here. How are you going? That's good to hear. I was just getting you a call just following on from your call on Friday. If you still have time today? Perfect. Before I jump into it, as always, I need to let you know that our calls are recorded. And if I could just get you some phone security for me. You have a a password on file? It's just YourMother'sMaiden? Perfect. Thank you. So how can I assist? I guess, what what was the question that you might have had? Yeah. Perfect. So I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself. So I have a bit of an intimate knowledge on how they sort of run, so I assist the administration team. Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time. Now the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim. Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year, so that would be twelve months. They, however, did state that they found during the medical reporting on your claim that there was a missing disclosure at the time of your application where in 2020 oh, sorry. 2015, you had fluid drained from your lungs. You had disclosed that in 2020 sorry. In 2010 that you had fluid drained. However, there was a missing disclosure for the 2015 draining, and they were just reviewing that. I have been in contact with the on like, your claims assessor with AIA to follow-up and find out what's happening and what, I guess, they're looking into because they've received reports. They've received everything from the doctor, and I know that doctor Leong has been has provided, like, information in regards to your medical history and and everything like that, and they've assessed all the documents that have been received. So so when when you apply for insurance, you went through, like, that application. And on that application, it asks you for sort of any health issues or anything that happens. On that application, you disclosed that in 2010, you were hospitalized and fluid was drained from your lungs, but you failed to disclose the draining that happened or the the episode in 2015, which shows that there's been an ongoing multiple issue. I believe the policy's been in place for a few years. I'd have to quickly look up exactly when the policy went in place, which I can do if you just give me one second. I'll just quickly grab the inception date of the policy. Just look in. Sorry. It might be a minute. There we go. Okay. So your policy anniversary date was the 05/15/2016. Okay. So yep. Yep. So it's yeah. So your application stated that there was a 2030 episode, but it didn't state that there was a 2015 episode. So it's sort of, like, just over twelve months after like, sorry, before the policy went in place is when is when, I guess, that medical incident occurred. They're not saying that at all. No. No. No. So I've I've, again, I've I've gone through claims that near on five years, and I've seen plenty of claims still paid irrespective of them finding a potential nondisclosure, which is essentially what this is. Is it a failure to disclose information at application stage, which is look. It's a bit of a pain. It makes the claim a little bit harder, but what they're doing is they're essentially just looking at whether they, yes, would have accepted the policy at the time that the policy went in place had they known the information. It doesn't mean that the claims moot. It doesn't mean that they're not gonna pay out on the claim. It just means that they're investigating it. Essentially, it it can take longer. They're just they're just gonna wanna have a look at information as if they had looked at it back in 2016, which is a bit of a pain. Yeah. They they do have rules, and a lot of why it takes so long on their side is because their hands are bound by waiting for medical reports. So any of the medical reports because I believe it at this stage, they have everything. I can't see like, there's there's nothing pending from a claims perspective that they've raised that they're wanting further. And Melanie, who is the claims assessor, has been fantastic and actually being very communicative. So in giving us information and helping out, I like, I work with Kaden. Kaden's, like, my direct offsider. He and I work on all of the claims together. He has been very, very diligent in getting on top of any of our claims, but I know that, you know, him he and I speak weekly about any of the claims we have pending. And with your claim, we have spoken with the claims assessor ongoing about what is actually happening and how we're sort of assisting and dealing with it. So Melanie has been really, really good in trying to get us an update. We do pretty much the email back and forth weekly. We haven't heard back from her this week. Last email we obviously had was, as I said, at the end of last week, we received that email just basically stipulating that at this stage, while they are bound to the life insurance code of practice, the claim could take a little bit longer. We're trying everything we can to basically make sure that it's, you know, unable to not not gonna impact you. Financially because I know you and I have spoken before. Financially speaking, I guess, what I wanna make sure, because I know that you were looking to do some traveling and and stuff like that with with some money, is do we wanna look at finalizing and putting through a claim with Hub twenty four? Because, ultimately speaking, you can essentially it's not called TPG. It's called what's called permanent capacity, but, essentially, it's the same kind of thing. It's the same requirements with Hub twenty four. We can put in a permanent capacity or a TPD claim with Hub twenty four and, essentially, have the money paid out from there as well. Yes. Yeah. Hub twenty four is your super, and we could look at putting a claim in that way through your super fund while we're still waiting for AIA to settle that side. Because the insurance claim yeah. Because I know that you don't have to. You'd you'd you're not under any any obligation to claim with hub twenty four. Obviously, the the the insurance in hub twenty four work a little bit differently. For the insurance, you pay a premium. It insures you for a benefit, and if the event happens, you can claim. They pay out that money. With your hub twenty four, that's an investment that you've been accruing over your working life, and, essentially, it's there preserved for when you retire. I understand, obviously, you're 50 just turned 56. If, you know, if we were to get that money paid out, we could have that money we could have that money paid out. However, you're 56. You're five years away from 60. If we have that money paid out from your super before you turn 60, there is gonna be some tax. We can still have it we can still assess you for basically term like, totally and totally disabled or, like, permanent capacity. So it means that you're permanently unable to work. So we could assess you under that and then just release the money that you need. So if you say you you call me one day and say, hey. I need to I I I need $10 or I want $10 because I really wanna go on this holiday and wanna go enjoy my life, then I can just release that little bit of money without taking all of it out. So we don't have to not not not be greedy. Well, the super fund pays the super fund pays the tax. You don't personally pay the tax. The super fund will take correct care of it and quarantine it for you. But, yes, there would be tax that has to be paid before you're 60. After you turn 60, we could pull out as much as we want without having to pay any tax at all, which should be great, but that's obviously a little under four years away. Yeah. Do you still have the yeah. Do you still have the forms? I know that Caden emailed them to you some time ago now. Did you still have them? Do you want us to re email them? Yep. Do you know when you sent that in? Did you email it or did you post it? Emailed it? Are you able to send it through again? Because I I haven't received anything. I'll look Okay. Uh-uh. Let me maybe I'm crazy. Yep. That'd be the one. Three doctor's reports. Did you send it back to Caden, or did you send it to hub twenty four directly? Okay. Yes. Yeah. Yeah. You've spoken to Kaden once, and I know you've spoken to Madison. And I know you've spoken to Amy, and you and I have spoken before. I generally float in the background. Is there any chance you could forward it to me directly? Would you yeah. Would you terribly mind? Yeah. That would be amazing. I'll I'll have a look and see if I can find anything text wise, because if it's text message, it'll be linked to your phone number, and see if I can find anything, and see if I can find anything that way if you text it through. And otherwise Oh, fantastic. Good. Let me yes? Do you would you be able to could you would you be able to email them? Could you add the images to an email? Yeah. What I'll do is I'll get Caden to text you now, and you if you can forward them to that the number that he's texting you from. That'll be the best way. But otherwise, in future, email is definitely safest. But yeah. That Cadence just text it text sent you a text message. The text message, I'll literally read it so that way you know it's come from me adjacent. It says, hi, Tony. This is Kaden from IQ Financial. Can you please email your documentation to and then there's an email address, but you can reply to that text message. If you reply to that text message, I'll get the images. Everything that you have that you sent through last time, sent her again. I could double check to see what driver's license I have on file for you and where whether it's oh, come on, system. Load up for me. Just because you're tired. Monday afternoon. It's all slowing down. The coffee's wearing off. There we go. ID. Okay. The last ID I have on file for you expires 2027, so that's fine. I have valid ID on file for you, my darling. Yes. Just everything else would be good. Yes. So the phone number that we I just text you from, if you can send it through to that, that would be amazing. Should be a number ending in 408? Perfect. Yeah. If you can yeah. So I get through there, and I'll I'll get the documents, and I'll be able to Perfect. I'll wait. They should come through in just a hot second as soon as all of the bits and bobs fly through the universe. And I'll get them sent to Hub. Realistically and honestly, Hub twenty four pretty good. Generally, the claims come back pretty quickly. Once the claim comes back, how much do you wanna look at withdrawing? Do you do you have a figure at the moment? Are you in need of money, or do you just wanna depends on how much you wanna pull out, and then I have to I have to do a bit of a calculation. It's not something I can just tell you straight off the top of my head. There's there's there's there's math to to the to the to it. So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component. Now your super fund with Hub twenty four is currently sitting let me just grab the actual figures. So there's taxable and tax free component. Currently, you have nearly $6 sitting in tax free, and you have a $174 sitting in taxable. So what that means is it will the money will the money will be paid to you for a rider across the two accounts. So let me have a look. So if you put out $15,000, you would have you would have some You would have some money come out of tax free portion, which means that your you wouldn't pay tax on it, and then the majority would come out of the taxable component. However, because we've claimed TPD, you actually get an uplift to that. And what happens is money from the taxable component transfers over the tax free component upon release, and you don't pay money on that. So it becomes a little bit more complicated than as easy as saying, yes. You're gonna pay 22% tax on 15 grand. Look. Realistically speaking, if I just go with the most amount of tax you'd pay is 3,300. That is the most amount of tax that you would pay upon release of $15. That's the easiest answer, but it's gonna be it's gonna be less. But if we just cool. So I can still have it so you you have $15 in the hand. That's fine. And the the the tax will just come out of what's left in the super fund. Cool. So first things first is we need to go through the claim, then I can release the money. I think what we need to do, because currently your super fund does not have a bank nomination on it, is if I email you a bank nomination form, we can get your bank details added to your super fund. So it means when the claim is yeah. Sorry. You need to sign it. I'm sorry, my darling. So you're gonna need to print it. I can prefill it for you if you're comfortable for me to do so, and then I can send it to you all filled out, and all you need to do is print it, sign it, and then you can text it to me. But you do need to sign it. It does have to be physical. Yep. And then Hub twenty four have a security measure when a bank account is added, the first time it's ever paid to that account. So upon the release of the $15, they're gonna call you, and they're gonna wanna verbally verify the details. It's just a security measure to make sure that, obviously, your money is not being taken by anyone that's not you. It's a bit of a pain in the butt, but it's protecting your money. I just wanna pre tell you that part. So what I'll do is I'll get the bank nomination form. However, if you wanna tell me your bank details, I will pre fill the form with your bank details, email it to you filled out, and then all you need to do is print it, sign it, scan it, and send it back. Obviously, I want you to verify the details when you get it. If I've made an error, call me and tell me that I've made an error. But, generally, I'm pretty good, not the blue smoke. It has to be the BSB and account number, not card details, my darling. Sorry. I know. I'm a pain. No. You're so fine. Take your time, my darling. You're so you're okay. You can take your time. It's probably the first time I've stopped today anyway, so it's giving me a a hot minute that I can relax. No. You're okay. How are you going, my darling? Yes? I know what that is. That is a Suncorp account. Give me one moment. Fixed account number? Yep. Yep. Alright. I'm going to repeat it all to you. 484799. Account number 353846067. Perfect. And the account name is just Anthony Joyce. Alright. Perfect. Alright. I will pre show the details on the bank nomination form, email it through to you. I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there. And then I will touch base with you personally in, say, two weeks because that's the earliest I'm gonna hear anything from Hub twenty four. And I'll touch base with you. It'll either be Kayden or myself. It just sort of depends on how my week goes as to whether I'm gonna have the ability to give you a call personally. If not, Caiden will do it, but him and I have a meeting weekly to touch base on everything and, you know, we kind of trade stories type of thing. So that way, we're both across everything. And what we'll do from there is just give you an update, let you know where things are at, make sure that you're kind of across it as well, and and go from there. Once I hear back from Hub twenty four about the claim going through, we can get the withdrawal happening on that side. Okay? You're gonna so the claim, I'm still gonna submit. You're gonna get an email from me today with the bank nomination form. So all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it. Okay? And once I have that, I'll send that to Hub twenty four as well, but the bank nomination form is not gonna hold the claim up. It's only gonna hold up getting the claim paid out. But if you're signing it today and submitting it, it'll be well and truly in place within it it only takes about three to five days to get the bank details on in the account. The claim's gonna take a minimum two weeks, but two weeks is nothing. Okay. Exactly. So I'll get them I'll get that sent through to you soon. I'll just print. Yep. I just I just need to pre fill it, so it'll take me maybe ten ten minutes. Not too long. Pretty quick form. Cool. Was there any other questions you had while you had me on the phone? Alright. Perfect. We're not with Hub twenty four, you would have done it with AIA. Different different form, different company. I can't send AIA to Hub twenty fours. Yep. And I never like taking details off one form and putting them on the other. While I might have your your bank details already, we we cross them out on the internal forms. So we only we don't we don't generally hold your bank details. Not that I can take money from a BSP and account number I can pay in, but that's not it. I we don't generally hold your bank details for anything longer than we need to. I always like double checking to make sure that that's still the account that you want money paid into anyway. Perfection. Alright. I'll have it with you very shortly. Not a problem, Anthony. Well, sorry. Have a good one. 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Tony. Larissa from Oaktree Financial here. How are you going? That's good to hear. I was just getting you a call just following on from your call on Friday.\n\nIf you still have time today? Perfect. Before I jump into it, as always, I need to let you know that our calls are recorded. And if I could just get you some phone security for me. You have a a password on file?\n\nIt's just YourMother'sMaiden? Perfect. Thank you. So how can I assist? I guess, what what was the question that you might have had?\n\nYeah. Perfect. So I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself. So I have a bit of an intimate knowledge on how they sort of run, so I assist the administration team. Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time.\n\nNow the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim. Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year, so that would be twelve months. They, however, did state that they found during the medical reporting on your claim that there was a missing disclosure at the time of your application where in 2020 oh, sorry. 2015, you had fluid drained from your lungs. You had disclosed that in 2020 sorry.\n\nIn 2010 that you had fluid drained. However, there was a missing disclosure for the 2015 draining, and they were just reviewing that. I have been in contact with the on like, your claims assessor with AIA to follow-up and find out what's happening and what, I guess, they're looking into because they've received reports. They've received everything from the doctor, and I know that doctor Leong has been has provided, like, information in regards to your medical history and and everything like that, and they've assessed all the documents that have been received. So so when when you apply for insurance, you went through, like, that application.\n\nAnd on that application, it asks you for sort of any health issues or anything that happens. On that application, you disclosed that in 2010, you were hospitalized and fluid was drained from your lungs, but you failed to disclose the draining that happened or the the episode in 2015, which shows that there's been an ongoing multiple issue. I believe the policy's been in place for a few years. I'd have to quickly look up exactly when the policy went in place, which I can do if you just give me one second. I'll just quickly grab the inception date of the policy.\n\nJust look in. Sorry. It might be a minute. There we go. Okay.\n\nSo your policy anniversary date was the 05/15/2016. Okay. So yep. Yep. So it's yeah.\n\nSo your application stated that there was a 2030 episode, but it didn't state that there was a 2015 episode. So it's sort of, like, just over twelve months after like, sorry, before the policy went in place is when is when, I guess, that medical incident occurred. They're not saying that at all. No. No.\n\nNo. So I've I've, again, I've I've gone through claims that near on five years, and I've seen plenty of claims still paid irrespective of them finding a potential nondisclosure, which is essentially what this is. Is it a failure to disclose information at application stage, which is look. It's a bit of a pain. It makes the claim a little bit harder, but what they're doing is they're essentially just looking at whether they, yes, would have accepted the policy at the time that the policy went in place had they known the information.\n\nIt doesn't mean that the claims moot. It doesn't mean that they're not gonna pay out on the claim. It just means that they're investigating it. Essentially, it it can take longer. They're just they're just gonna wanna have a look at information as if they had looked at it back in 2016, which is a bit of a pain.\n\nYeah. They they do have rules, and a lot of why it takes so long on their side is because their hands are bound by waiting for medical reports. So any of the medical reports because I believe it at this stage, they have everything. I can't see like, there's there's nothing pending from a claims perspective that they've raised that they're wanting further. And Melanie, who is the claims assessor, has been fantastic and actually being very communicative.\n\nSo in giving us information and helping out, I like, I work with Kaden. Kaden's, like, my direct offsider. He and I work on all of the claims together. He has been very, very diligent in getting on top of any of our claims, but I know that, you know, him he and I speak weekly about any of the claims we have pending. And with your claim, we have spoken with the claims assessor ongoing about what is actually happening and how we're sort of assisting and dealing with it.\n\nSo Melanie has been really, really good in trying to get us an update. We do pretty much the email back and forth weekly. We haven't heard back from her this week. Last email we obviously had was, as I said, at the end of last week, we received that email just basically stipulating that at this stage, while they are bound to the life insurance code of practice, the claim could take a little bit longer. We're trying everything we can to basically make sure that it's, you know, unable to not not gonna impact you.\n\nFinancially because I know you and I have spoken before. Financially speaking, I guess, what I wanna make sure, because I know that you were looking to do some traveling and and stuff like that with with some money, is do we wanna look at finalizing and putting through a claim with Hub twenty four? Because, ultimately speaking, you can essentially it's not called TPG. It's called what's called permanent capacity, but, essentially, it's the same kind of thing. It's the same requirements with Hub twenty four.\n\nWe can put in a permanent capacity or a TPD claim with Hub twenty four and, essentially, have the money paid out from there as well. Yes. Yeah. Hub twenty four is your super, and we could look at putting a claim in that way through your super fund while we're still waiting for AIA to settle that side. Because the insurance claim yeah.\n\nBecause I know that you don't have to. You'd you'd you're not under any any obligation to claim with hub twenty four. Obviously, the the the insurance in hub twenty four work a little bit differently. For the insurance, you pay a premium. It insures you for a benefit, and if the event happens, you can claim.\n\nThey pay out that money. With your hub twenty four, that's an investment that you've been accruing over your working life, and, essentially, it's there preserved for when you retire. I understand, obviously, you're 50 just turned 56. If, you know, if we were to get that money paid out, we could have that money we could have that money paid out. However, you're 56.\n\nYou're five years away from 60. If we have that money paid out from your super before you turn 60, there is gonna be some tax. We can still have it we can still assess you for basically term like, totally and totally disabled or, like, permanent capacity. So it means that you're permanently unable to work. So we could assess you under that and then just release the money that you need.\n\nSo if you say you you call me one day and say, hey. I need to I I I need $10 or I want $10 because I really wanna go on this holiday and wanna go enjoy my life, then I can just release that little bit of money without taking all of it out. So we don't have to not not not be greedy. Well, the super fund pays the super fund pays the tax. You don't personally pay the tax.\n\nThe super fund will take correct care of it and quarantine it for you. But, yes, there would be tax that has to be paid before you're 60. After you turn 60, we could pull out as much as we want without having to pay any tax at all, which should be great, but that's obviously a little under four years away. Yeah. Do you still have the yeah.\n\nDo you still have the forms? I know that Caden emailed them to you some time ago now. Did you still have them? Do you want us to re email them? Yep.\n\nDo you know when you sent that in? Did you email it or did you post it? Emailed it? Are you able to send it through again? Because I I haven't received anything.\n\nI'll look Okay. Uh-uh. Let me maybe I'm crazy. Yep. That'd be the one.\n\nThree doctor's reports. Did you send it back to Caden, or did you send it to hub twenty four directly? Okay. Yes. Yeah.\n\nYeah. You've spoken to Kaden once, and I know you've spoken to Madison. And I know you've spoken to Amy, and you and I have spoken before. I generally float in the background. Is there any chance you could forward it to me directly?\n\nWould you yeah. Would you terribly mind? Yeah. That would be amazing. I'll I'll have a look and see if I can find anything text wise, because if it's text message, it'll be linked to your phone number, and see if I can find anything, and see if I can find anything that way if you text it through.\n\nAnd otherwise Oh, fantastic. Good. Let me yes? Do you would you be able to could you would you be able to email them? Could you add the images to an email?\n\nYeah. What I'll do is I'll get Caden to text you now, and you if you can forward them to that the number that he's texting you from. That'll be the best way. But otherwise, in future, email is definitely safest. But yeah.\n\nThat Cadence just text it text sent you a text message. The text message, I'll literally read it so that way you know it's come from me adjacent. It says, hi, Tony. This is Kaden from IQ Financial. Can you please email your documentation to and then there's an email address, but you can reply to that text message.\n\nIf you reply to that text message, I'll get the images. Everything that you have that you sent through last time, sent her again. I could double check to see what driver's license I have on file for you and where whether it's oh, come on, system. Load up for me. Just because you're tired.\n\nMonday afternoon. It's all slowing down. The coffee's wearing off. There we go. ID.\n\nOkay. The last ID I have on file for you expires 2027, so that's fine. I have valid ID on file for you, my darling. Yes. Just everything else would be good.\n\nYes. So the phone number that we I just text you from, if you can send it through to that, that would be amazing. Should be a number ending in 408? Perfect. Yeah.\n\nIf you can yeah. So I get through there, and I'll I'll get the documents, and I'll be able to Perfect. I'll wait. They should come through in just a hot second as soon as all of the bits and bobs fly through the universe. And I'll get them sent to Hub.\n\nRealistically and honestly, Hub twenty four pretty good. Generally, the claims come back pretty quickly. Once the claim comes back, how much do you wanna look at withdrawing? Do you do you have a figure at the moment? Are you in need of money, or do you just wanna depends on how much you wanna pull out, and then I have to I have to do a bit of a calculation.\n\nIt's not something I can just tell you straight off the top of my head. There's there's there's there's math to to the to the to it. So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component. Now your super fund with Hub twenty four is currently sitting let me just grab the actual figures. So there's taxable and tax free component.\n\nCurrently, you have nearly $6 sitting in tax free, and you have a $174 sitting in taxable. So what that means is it will the money will the money will be paid to you for a rider across the two accounts. So let me have a look. So if you put out $15,000, you would have you would have some You would have some money come out of tax free portion, which means that your you wouldn't pay tax on it, and then the majority would come out of the taxable component. However, because we've claimed TPD, you actually get an uplift to that.\n\nAnd what happens is money from the taxable component transfers over the tax free component upon release, and you don't pay money on that. So it becomes a little bit more complicated than as easy as saying, yes. You're gonna pay 22% tax on 15 grand. Look. Realistically speaking, if I just go with the most amount of tax you'd pay is 3,300.\n\nThat is the most amount of tax that you would pay upon release of $15. That's the easiest answer, but it's gonna be it's gonna be less. But if we just cool. So I can still have it so you you have $15 in the hand. That's fine.\n\nAnd the the the tax will just come out of what's left in the super fund. Cool. So first things first is we need to go through the claim, then I can release the money. I think what we need to do, because currently your super fund does not have a bank nomination on it, is if I email you a bank nomination form, we can get your bank details added to your super fund. So it means when the claim is yeah.\n\nSorry. You need to sign it. I'm sorry, my darling. So you're gonna need to print it. I can prefill it for you if you're comfortable for me to do so, and then I can send it to you all filled out, and all you need to do is print it, sign it, and then you can text it to me.\n\nBut you do need to sign it. It does have to be physical. Yep. And then Hub twenty four have a security measure when a bank account is added, the first time it's ever paid to that account. So upon the release of the $15, they're gonna call you, and they're gonna wanna verbally verify the details.\n\nIt's just a security measure to make sure that, obviously, your money is not being taken by anyone that's not you. It's a bit of a pain in the butt, but it's protecting your money. I just wanna pre tell you that part. So what I'll do is I'll get the bank nomination form. However, if you wanna tell me your bank details, I will pre fill the form with your bank details, email it to you filled out, and then all you need to do is print it, sign it, scan it, and send it back.\n\nObviously, I want you to verify the details when you get it. If I've made an error, call me and tell me that I've made an error. But, generally, I'm pretty good, not the blue smoke. It has to be the BSB and account number, not card details, my darling. Sorry.\n\nI know. I'm a pain. No. You're so fine. Take your time, my darling.\n\nYou're so you're okay. You can take your time. It's probably the first time I've stopped today anyway, so it's giving me a a hot minute that I can relax. No. You're okay.\n\nHow are you going, my darling? Yes? I know what that is. That is a Suncorp account. Give me one moment.\n\nFixed account number? Yep. Yep. Alright. I'm going to repeat it all to you.\n\n484799. Account number 353846067. Perfect. And the account name is just Anthony Joyce. Alright.\n\nPerfect. Alright. I will pre show the details on the bank nomination form, email it through to you. I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there. And then I will touch base with you personally in, say, two weeks because that's the earliest I'm gonna hear anything from Hub twenty four.\n\nAnd I'll touch base with you. It'll either be Kayden or myself. It just sort of depends on how my week goes as to whether I'm gonna have the ability to give you a call personally. If not, Caiden will do it, but him and I have a meeting weekly to touch base on everything and, you know, we kind of trade stories type of thing. So that way, we're both across everything.\n\nAnd what we'll do from there is just give you an update, let you know where things are at, make sure that you're kind of across it as well, and and go from there. Once I hear back from Hub twenty four about the claim going through, we can get the withdrawal happening on that side. Okay? You're gonna so the claim, I'm still gonna submit. You're gonna get an email from me today with the bank nomination form.\n\nSo all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it. Okay? And once I have that, I'll send that to Hub twenty four as well, but the bank nomination form is not gonna hold the claim up. It's only gonna hold up getting the claim paid out. But if you're signing it today and submitting it, it'll be well and truly in place within it it only takes about three to five days to get the bank details on in the account.\n\nThe claim's gonna take a minimum two weeks, but two weeks is nothing. Okay. Exactly. So I'll get them I'll get that sent through to you soon. I'll just print.\n\nYep. I just I just need to pre fill it, so it'll take me maybe ten ten minutes. Not too long. Pretty quick form. Cool.\n\nWas there any other questions you had while you had me on the phone? Alright. Perfect. We're not with Hub twenty four, you would have done it with AIA. Different different form, different company.\n\nI can't send AIA to Hub twenty fours. Yep. And I never like taking details off one form and putting them on the other. While I might have your your bank details already, we we cross them out on the internal forms. So we only we don't we don't generally hold your bank details.\n\nNot that I can take money from a BSP and account number I can pay in, but that's not it. I we don't generally hold your bank details for anything longer than we need to. I always like double checking to make sure that that's still the account that you want money paid into anyway. Perfection. Alright.\n\nI'll have it with you very shortly. Not a problem, Anthony. Well, sorry. Have a good one. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Tony.","start":2.3999999,"end":3.12,"sentiment":"neutral","sentiment_score":0.19883933663368225},{"text":"Larissa from Oaktree Financial here.","start":3.12,"end":5.04,"sentiment":"neutral","sentiment_score":0.2053455889225006},{"text":"How are you going?","start":5.04,"end":5.8599997,"sentiment":"neutral","sentiment_score":0.27021515369415283},{"text":"That's good to hear.","start":7.52,"end":9.38,"sentiment":"positive","sentiment_score":0.7061901092529297},{"text":"I was just getting you a call just following on from your call on Friday.","start":9.44,"end":14.08,"sentiment":"neutral","sentiment_score":0.20062525669733683}],"sentiment":"neutral","sentiment_score":0.27798021733760836,"num_words":30,"start":2.3999999,"end":14.08},{"sentences":[{"text":"If you still have time today?","start":14.08,"end":15.38,"sentiment":"neutral","sentiment_score":0.0667255303512017},{"text":"Perfect.","start":17.155,"end":17.655,"sentiment":"positive","sentiment_score":0.43107330799102783},{"text":"Before I jump into it, as always, I need to let you know that our calls are recorded.","start":18.035,"end":20.675,"sentiment":"neutral","sentiment_score":0.05601660224298636},{"text":"And if I could just get you some phone security for me.","start":20.675,"end":23.395,"sentiment":"neutral","sentiment_score":0.04839872848242521},{"text":"You have a a password on file?","start":23.395,"end":25.475,"sentiment":"neutral","sentiment_score":0.011732411969985281}],"sentiment":"neutral","sentiment_score":0.05687811263752254,"num_words":44,"start":14.08,"end":25.475},{"sentences":[{"text":"It's just YourMother'sMaiden?","start":25.475,"end":27.255001,"sentiment":"neutral","sentiment_score":0.001675675972364843},{"text":"Perfect.","start":27.314999,"end":27.814999,"sentiment":"neutral","sentiment_score":0.263119101524353},{"text":"Thank you.","start":28.595001,"end":29.494999,"sentiment":"neutral","sentiment_score":0.3210116773843765},{"text":"So how can I assist?","start":30.595001,"end":33.5,"sentiment":"neutral","sentiment_score":0.11392599046230316},{"text":"I guess, what what was the question that you might have had?","start":33.96,"end":36.38,"sentiment":"neutral","sentiment_score":-0.017203474650159478}],"sentiment":"neutral","sentiment_score":0.05536338003129577,"num_words":23,"start":25.475,"end":36.38},{"sentences":[{"text":"Yeah.","start":37.4,"end":37.8,"sentiment":"neutral","sentiment_score":0.061334192752838135},{"text":"Perfect.","start":37.8,"end":38.3,"sentiment":"neutral","sentiment_score":0.14100781083106995},{"text":"So I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself.","start":38.36,"end":50.184998,"sentiment":"neutral","sentiment_score":0.048998960619792344},{"text":"So I have a bit of an intimate knowledge on how they sort of run, so I assist the administration team.","start":51.765,"end":59.065,"sentiment":"neutral","sentiment_score":0.049298091481129326},{"text":"Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time.","start":60.88,"end":74.58,"sentiment":"neutral","sentiment_score":-0.018061926779456627}],"sentiment":"neutral","sentiment_score":0.024442600049808912,"num_words":102,"start":37.4,"end":74.58},{"sentences":[{"text":"Now the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim.","start":76.265,"end":96.67,"sentiment":"neutral","sentiment_score":0.0016832361618677775},{"text":"Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year, so that would be twelve months.","start":97.53,"end":109.095,"sentiment":"neutral","sentiment_score":0.0012928791068218372},{"text":"They, however, did state that they found during the medical reporting on your claim that there was a missing disclosure at the time of your application where in 2020 oh, sorry.","start":109.715004,"end":126.82,"sentiment":"neutral","sentiment_score":-0.181360880934423},{"text":"2015, you had fluid drained from your lungs.","start":126.82,"end":132.36,"sentiment":"neutral","sentiment_score":-0.20346341282129288},{"text":"You had disclosed that in 2020 sorry.","start":132.955,"end":135.675,"sentiment":"neutral","sentiment_score":-0.09479978787047523}],"sentiment":"neutral","sentiment_score":-0.06612576070730969,"num_words":118,"start":76.265,"end":135.675},{"sentences":[{"text":"In 2010 that you had fluid drained.","start":135.675,"end":138.715,"sentiment":"neutral","sentiment_score":-0.10412207139389855},{"text":"However, there was a missing disclosure for the 2015 draining, and they were just reviewing that.","start":138.715,"end":146.97499,"sentiment":"neutral","sentiment_score":-0.16634932439774275},{"text":"I have been in contact with the on like, your claims assessor with AIA to follow-up and find out what's happening and what, I guess, they're looking into because they've received reports.","start":147.28,"end":158.48,"sentiment":"neutral","sentiment_score":-0.03436592308571562},{"text":"They've received everything from the doctor, and I know that doctor Leong has been has provided, like, information in regards to your medical history and and everything like that, and they've assessed all the documents that have been received.","start":158.48,"end":174.77501,"sentiment":"neutral","sentiment_score":-0.09240559555399112},{"text":"So so when when you apply for insurance, you went through, like, that application.","start":181.59999,"end":187.37999,"sentiment":"neutral","sentiment_score":-0.04834931583276817}],"sentiment":"neutral","sentiment_score":-0.08121168404748594,"num_words":108,"start":135.675,"end":187.37999},{"sentences":[{"text":"And on that application, it asks you for sort of any health issues or anything that happens.","start":187.76,"end":192.515,"sentiment":"neutral","sentiment_score":-0.04227370451040128},{"text":"On that application, you disclosed that in 2010, you were hospitalized and fluid was drained from your lungs, but you failed to disclose the draining that happened or the the episode in 2015, which shows that there's been an ongoing multiple issue.","start":193.375,"end":211.76,"sentiment":"neutral","sentiment_score":-0.16196306972276597},{"text":"I believe the policy's been in place for a few years.","start":216.94,"end":219.58,"sentiment":"neutral","sentiment_score":-0.09664924916895953},{"text":"I'd have to quickly look up exactly when the policy went in place, which I can do if you just give me one second.","start":219.58,"end":225.315,"sentiment":"neutral","sentiment_score":-0.04368486589131256},{"text":"I'll just quickly grab the inception date of the policy.","start":226.015,"end":230.355,"sentiment":"neutral","sentiment_score":0.003989015193656087}],"sentiment":"neutral","sentiment_score":-0.09223836803217776,"num_words":104,"start":187.76,"end":230.355},{"sentences":[{"text":"Just look in.","start":233.55,"end":235.56999,"sentiment":"neutral","sentiment_score":-0.033490498239795365},{"text":"Sorry.","start":252.36499,"end":252.565,"sentiment":"neutral","sentiment_score":-0.14498525857925415},{"text":"It might be a minute.","start":252.565,"end":253.665,"sentiment":"neutral","sentiment_score":-0.14332852363586426},{"text":"There we go.","start":274.785,"end":275.685,"sentiment":"neutral","sentiment_score":0.02669281264146169},{"text":"Okay.","start":276.385,"end":276.885,"sentiment":"neutral","sentiment_score":0.033659741282463074}],"sentiment":"neutral","sentiment_score":-0.06525855325162411,"num_words":13,"start":233.55,"end":276.885},{"sentences":[{"text":"So your policy anniversary date was the 05/15/2016.","start":276.945,"end":284.965,"sentiment":"neutral","sentiment_score":0.01929530454799533},{"text":"Okay.","start":288.14,"end":288.64,"sentiment":"neutral","sentiment_score":0.033301517367362976},{"text":"So yep.","start":289.02002,"end":291.28,"sentiment":"neutral","sentiment_score":-0.06879087537527084},{"text":"Yep.","start":295.42,"end":295.92,"sentiment":"neutral","sentiment_score":-0.025181567296385765},{"text":"So it's yeah.","start":295.98,"end":297.26,"sentiment":"neutral","sentiment_score":-0.04201623052358627}],"sentiment":"neutral","sentiment_score":-0.006743203724424044,"num_words":15,"start":276.945,"end":297.26},{"sentences":[{"text":"So your application stated that there was a 2030 episode, but it didn't state that there was a 2015 episode.","start":297.26,"end":306.625,"sentiment":"neutral","sentiment_score":-0.16250571999698876},{"text":"So it's sort of, like, just over twelve months after like, sorry, before the policy went in place is when is when, I guess, that medical incident occurred.","start":306.625,"end":317.51,"sentiment":"neutral","sentiment_score":-0.21242923688675677},{"text":"They're not saying that at all.","start":319.17,"end":320.29,"sentiment":"negative","sentiment_score":-0.4665246258179347},{"text":"No.","start":320.29,"end":320.53,"sentiment":"negative","sentiment_score":-0.5250943303108215},{"text":"No.","start":320.53,"end":320.69,"sentiment":"negative","sentiment_score":-0.5635532140731812}],"sentiment":"neutral","sentiment_score":-0.23367729164393886,"num_words":56,"start":297.26,"end":320.69},{"sentences":[{"text":"No.","start":320.69,"end":320.85,"sentiment":"neutral","sentiment_score":-0.1465241014957428},{"text":"So I've I've, again, I've I've gone through claims that near on five years, and I've seen plenty of claims still paid irrespective of them finding a potential nondisclosure, which is essentially what this is.","start":320.85,"end":334.345,"sentiment":"neutral","sentiment_score":-0.15008812142269953},{"text":"Is it a failure to disclose information at application stage, which is look.","start":334.345,"end":339.14502,"sentiment":"neutral","sentiment_score":-0.327111962896127},{"text":"It's a bit of a pain.","start":339.14502,"end":340.02502,"sentiment":"negative","sentiment_score":-0.42268890142440796},{"text":"It makes the claim a little bit harder, but what they're doing is they're essentially just looking at whether they, yes, would have accepted the policy at the time that the policy went in place had they known the information.","start":340.02502,"end":352.61,"sentiment":"neutral","sentiment_score":-0.22309140153229237}],"sentiment":"neutral","sentiment_score":-0.22223003514503178,"num_words":95,"start":320.69,"end":352.61},{"sentences":[{"text":"It doesn't mean that the claims moot.","start":352.91,"end":355.33502,"sentiment":"neutral","sentiment_score":-0.26674142479896545},{"text":"It doesn't mean that they're not gonna pay out on the claim.","start":355.33502,"end":357.415,"sentiment":"neutral","sentiment_score":-0.2664940779407819},{"text":"It just means that they're investigating it.","start":357.415,"end":359.355,"sentiment":"neutral","sentiment_score":-0.2352895885705948},{"text":"Essentially, it it can take longer.","start":361.095,"end":364.61502,"sentiment":"neutral","sentiment_score":-0.2573813448349635},{"text":"They're just they're just gonna wanna have a look at information as if they had looked at it back in 2016, which is a bit of a pain.","start":364.61502,"end":371.96002,"sentiment":"neutral","sentiment_score":-0.14455251608576095}],"sentiment":"neutral","sentiment_score":-0.20506507580478986,"num_words":60,"start":352.91,"end":371.96002},{"sentences":[{"text":"Yeah.","start":381.78,"end":382.28,"sentiment":"neutral","sentiment_score":-0.14917442202568054},{"text":"They they do have rules, and a lot of why it takes so long on their side is because their hands are bound by waiting for medical reports.","start":390.665,"end":399.72,"sentiment":"neutral","sentiment_score":-0.2166088010583605},{"text":"So any of the medical reports because I believe it at this stage, they have everything.","start":400.34003,"end":407.80002,"sentiment":"neutral","sentiment_score":-0.2275749803520739},{"text":"I can't see like, there's there's nothing pending from a claims perspective that they've raised that they're wanting further.","start":409.20502,"end":414.98502,"sentiment":"negative","sentiment_score":-0.4042382836341858},{"text":"And Melanie, who is the claims assessor, has been fantastic and actually being very communicative.","start":416.08502,"end":421.14502,"sentiment":"positive","sentiment_score":0.5029456297556559}],"sentiment":"neutral","sentiment_score":-0.12647801873427403,"num_words":79,"start":381.78,"end":421.14502},{"sentences":[{"text":"So in giving us information and helping out, I like, I work with Kaden.","start":421.765,"end":430.69998,"sentiment":"neutral","sentiment_score":0.31325644361121313},{"text":"Kaden's, like, my direct offsider.","start":430.69998,"end":433.6,"sentiment":"neutral","sentiment_score":0.2805986613035202},{"text":"He and I work on all of the claims together.","start":434.22,"end":436.46,"sentiment":"neutral","sentiment_score":0.26775446385145185},{"text":"He has been very, very diligent in getting on top of any of our claims, but I know that, you know, him he and I speak weekly about any of the claims we have pending.","start":436.46,"end":444.905,"sentiment":"neutral","sentiment_score":0.2157137359625527},{"text":"And with your claim, we have spoken with the claims assessor ongoing about what is actually happening and how we're sort of assisting and dealing with it.","start":445.605,"end":456.78,"sentiment":"neutral","sentiment_score":0.07818577024671766}],"sentiment":"neutral","sentiment_score":0.19919917264769038,"num_words":91,"start":421.765,"end":456.78},{"sentences":[{"text":"So Melanie has been really, really good in trying to get us an update.","start":456.84,"end":460.68,"sentiment":"positive","sentiment_score":0.6061009189912251},{"text":"We do pretty much the email back and forth weekly.","start":460.68,"end":463.18,"sentiment":"neutral","sentiment_score":0.18051186054944993},{"text":"We haven't heard back from her this week.","start":464.36002,"end":466.28,"sentiment":"neutral","sentiment_score":-0.20307851489633322},{"text":"Last email we obviously had was, as I said, at the end of last week, we received that email just basically stipulating that at this stage, while they are bound to the life insurance code of practice, the claim could take a little bit longer.","start":466.28,"end":478.905,"sentiment":"neutral","sentiment_score":-0.2847958270046446},{"text":"We're trying everything we can to basically make sure that it's, you know, unable to not not gonna impact you.","start":480.005,"end":486.02,"sentiment":"neutral","sentiment_score":-0.3330242052674294}],"sentiment":"neutral","sentiment_score":-0.1114473501892434,"num_words":97,"start":456.84,"end":486.02},{"sentences":[{"text":"Financially because I know you and I have spoken before.","start":486.32,"end":488.9,"sentiment":"neutral","sentiment_score":-0.010334913432598115},{"text":"Financially speaking, I guess, what I wanna make sure, because I know that you were looking to do some traveling and and stuff like that with with some money, is do we wanna look at finalizing and putting through a claim with Hub twenty four?","start":489.36,"end":504.83502,"sentiment":"neutral","sentiment_score":0.04928235237797101},{"text":"Because, ultimately speaking, you can essentially it's not called TPG.","start":504.83502,"end":508.935,"sentiment":"neutral","sentiment_score":0.03747683465480804},{"text":"It's called what's called permanent capacity, but, essentially, it's the same kind of thing.","start":508.995,"end":512.435,"sentiment":"neutral","sentiment_score":0.01625045684964529},{"text":"It's the same requirements with Hub twenty four.","start":512.435,"end":517.81995,"sentiment":"neutral","sentiment_score":0.07280631270259619}],"sentiment":"neutral","sentiment_score":0.03792048237639768,"num_words":87,"start":486.32,"end":517.81995},{"sentences":[{"text":"We can put in a permanent capacity or a TPD claim with Hub twenty four and, essentially, have the money paid out from there as well.","start":517.81995,"end":525.68,"sentiment":"neutral","sentiment_score":0.06375555909023835},{"text":"Yes.","start":528.035,"end":528.355,"sentiment":"neutral","sentiment_score":0.13675761222839355},{"text":"Yeah.","start":528.355,"end":528.595,"sentiment":"neutral","sentiment_score":0.14390552043914795},{"text":"Hub twenty four is your super, and we could look at putting a claim in that way through your super fund while we're still waiting for AIA to settle that side.","start":528.595,"end":540.70996,"sentiment":"neutral","sentiment_score":0.10591341170572466},{"text":"Because the insurance claim yeah.","start":542.29,"end":544.94995,"sentiment":"neutral","sentiment_score":0.062477998435497284}],"sentiment":"neutral","sentiment_score":0.08646895975107327,"num_words":64,"start":517.81995,"end":544.94995},{"sentences":[{"text":"Because I know that you don't have to.","start":545.01,"end":548.05,"sentiment":"neutral","sentiment_score":0.0820823241956532},{"text":"You'd you'd you're not under any any obligation to claim with hub twenty four.","start":548.05,"end":551.51,"sentiment":"neutral","sentiment_score":0.0377178644495351},{"text":"Obviously, the the the insurance in hub twenty four work a little bit differently.","start":551.73,"end":555.02997,"sentiment":"neutral","sentiment_score":-0.009457844708647047},{"text":"For the insurance, you pay a premium.","start":555.185,"end":556.385,"sentiment":"neutral","sentiment_score":0.026018184210572923},{"text":"It insures you for a benefit, and if the event happens, you can claim.","start":556.385,"end":559.58496,"sentiment":"neutral","sentiment_score":0.16092272102832794}],"sentiment":"neutral","sentiment_score":0.061181478136987016,"num_words":57,"start":545.01,"end":559.58496},{"sentences":[{"text":"They pay out that money.","start":559.58496,"end":560.725,"sentiment":"neutral","sentiment_score":0.0522623211145401},{"text":"With your hub twenty four, that's an investment that you've been accruing over your working life, and, essentially, it's there preserved for when you retire.","start":560.785,"end":569.285,"sentiment":"neutral","sentiment_score":0.19250985413789748},{"text":"I understand, obviously, you're 50 just turned 56.","start":569.57,"end":573.75,"sentiment":"neutral","sentiment_score":-0.0297728911973536},{"text":"If, you know, if we were to get that money paid out, we could have that money we could have that money paid out.","start":575.33,"end":580.55,"sentiment":"neutral","sentiment_score":-0.050234411067018904},{"text":"However, you're 56.","start":580.77,"end":582.45,"sentiment":"neutral","sentiment_score":-0.20288405319054922}],"sentiment":"neutral","sentiment_score":0.04648610468094166,"num_words":65,"start":559.58496,"end":582.45},{"sentences":[{"text":"You're five years away from 60.","start":582.45,"end":584.23,"sentiment":"neutral","sentiment_score":-0.3066460539897283},{"text":"If we have that money paid out from your super before you turn 60, there is gonna be some tax.","start":584.525,"end":588.545,"sentiment":"neutral","sentiment_score":-0.24260122552514077},{"text":"We can still have it we can still assess you for basically term like, totally and totally disabled or, like, permanent capacity.","start":589.245,"end":597.92004,"sentiment":"neutral","sentiment_score":-0.09279750829393213},{"text":"So it means that you're permanently unable to work.","start":598.14,"end":599.98004,"sentiment":"neutral","sentiment_score":-0.09946693231662114},{"text":"So we could assess you under that and then just release the money that you need.","start":599.98004,"end":604.96,"sentiment":"neutral","sentiment_score":0.08364740805700421}],"sentiment":"neutral","sentiment_score":-0.11356561477870157,"num_words":73,"start":582.45,"end":604.96},{"sentences":[{"text":"So if you say you you call me one day and say, hey.","start":605.18,"end":607.74005,"sentiment":"neutral","sentiment_score":0.05090884520457341},{"text":"I need to I I I need $10 or I want $10 because I really wanna go on this holiday and wanna go enjoy my life, then I can just release that little bit of money without taking all of it out.","start":607.74005,"end":617.815,"sentiment":"neutral","sentiment_score":0.13355110408294768},{"text":"So we don't have to not not not be greedy.","start":617.815,"end":621.03503,"sentiment":"neutral","sentiment_score":-0.10662710815668106},{"text":"Well, the super fund pays the super fund pays the tax.","start":622.70996,"end":625.75,"sentiment":"neutral","sentiment_score":-0.03672119331630794},{"text":"You don't personally pay the tax.","start":625.75,"end":627.11,"sentiment":"neutral","sentiment_score":-0.0853566862642765}],"sentiment":"neutral","sentiment_score":0.05230020772574878,"num_words":82,"start":605.18,"end":627.11},{"sentences":[{"text":"The super fund will take correct care of it and quarantine it for you.","start":627.11,"end":630.00995,"sentiment":"neutral","sentiment_score":0.09762454458645412},{"text":"But, yes, there would be tax that has to be paid before you're 60.","start":631.43,"end":635.20996,"sentiment":"neutral","sentiment_score":-0.08880995187376227},{"text":"After you turn 60, we could pull out as much as we want without having to pay any tax at all, which should be great, but that's obviously a little under four years away.","start":636.005,"end":643.385,"sentiment":"neutral","sentiment_score":0.007438706562799566},{"text":"Yeah.","start":648.66003,"end":648.98004,"sentiment":"neutral","sentiment_score":0.10736826062202454},{"text":"Do you still have the yeah.","start":648.98004,"end":651.06,"sentiment":"neutral","sentiment_score":0.026805901899933815}],"sentiment":"neutral","sentiment_score":0.009340927436731863,"num_words":69,"start":627.11,"end":651.06},{"sentences":[{"text":"Do you still have the forms?","start":651.06,"end":651.94,"sentiment":"neutral","sentiment_score":-0.0014145591606696446},{"text":"I know that Caden emailed them to you some time ago now.","start":651.94,"end":655.48004,"sentiment":"neutral","sentiment_score":0.004755863143752019},{"text":"Did you still have them?","start":655.7,"end":657.46,"sentiment":"neutral","sentiment_score":0.005916956253349781},{"text":"Do you want us to re email them?","start":657.46,"end":659.24005,"sentiment":"neutral","sentiment_score":-0.012966301175765693},{"text":"Yep.","start":663.475,"end":663.975,"sentiment":"neutral","sentiment_score":0.06696657091379166}],"sentiment":"neutral","sentiment_score":0.0012938732979819179,"num_words":32,"start":651.06,"end":663.975},{"sentences":[{"text":"Do you know when you sent that in?","start":668.355,"end":669.975,"sentiment":"neutral","sentiment_score":0.01762915402650833},{"text":"Did you email it or did you post it?","start":670.035,"end":672.0,"sentiment":"neutral","sentiment_score":0.009810264118843608},{"text":"Emailed it?","start":673.92,"end":674.64,"sentiment":"neutral","sentiment_score":0.018842820078134537},{"text":"Are you able to send it through again?","start":674.64,"end":676.64,"sentiment":"neutral","sentiment_score":0.02437642030417919},{"text":"Because I I haven't received anything.","start":676.64,"end":679.3,"sentiment":"neutral","sentiment_score":-0.2610127329826355}],"sentiment":"neutral","sentiment_score":-0.03345617533407428,"num_words":33,"start":668.355,"end":679.3},{"sentences":[{"text":"I'll look Okay.","start":680.56,"end":689.055,"sentiment":"neutral","sentiment_score":-0.07946415990591049},{"text":"Uh-uh.","start":689.675,"end":690.155,"sentiment":"neutral","sentiment_score":-0.07840549945831299},{"text":"Let me maybe I'm crazy.","start":690.155,"end":693.215,"sentiment":"neutral","sentiment_score":-0.16193492710590363},{"text":"Yep.","start":695.675,"end":695.995,"sentiment":"neutral","sentiment_score":-0.0005126164178363979},{"text":"That'd be the one.","start":695.995,"end":696.715,"sentiment":"neutral","sentiment_score":-0.0076183557393960655}],"sentiment":"neutral","sentiment_score":-0.08267561814864166,"num_words":14,"start":680.56,"end":696.715},{"sentences":[{"text":"Three doctor's reports.","start":696.715,"end":697.775,"sentiment":"neutral","sentiment_score":-0.0064192952898641424},{"text":"Did you send it back to Caden, or did you send it to hub twenty four directly?","start":701.83,"end":704.89,"sentiment":"neutral","sentiment_score":-0.009140549645320895},{"text":"Okay.","start":710.07,"end":710.57,"sentiment":"neutral","sentiment_score":0.016419943422079086},{"text":"Yes.","start":728.76,"end":729.0,"sentiment":"neutral","sentiment_score":0.03729835897684097},{"text":"Yeah.","start":729.0,"end":729.16,"sentiment":"neutral","sentiment_score":0.039065856486558914}],"sentiment":"neutral","sentiment_score":-0.0035592639545464645,"num_words":23,"start":696.715,"end":729.16},{"sentences":[{"text":"Yeah.","start":729.16,"end":729.4,"sentiment":"neutral","sentiment_score":0.042306870222091675},{"text":"You've spoken to Kaden once, and I know you've spoken to Madison.","start":729.4,"end":732.14,"sentiment":"neutral","sentiment_score":0.03739405842497945},{"text":"And I know you've spoken to Amy, and you and I have spoken before.","start":733.08,"end":736.555,"sentiment":"neutral","sentiment_score":0.021265327132173946},{"text":"I generally float in the background.","start":739.575,"end":741.115,"sentiment":"neutral","sentiment_score":0.009465515613555908},{"text":"Is there any chance you could forward it to me directly?","start":747.83,"end":750.17004,"sentiment":"neutral","sentiment_score":0.007563424212011424}],"sentiment":"neutral","sentiment_score":0.02110774798149412,"num_words":44,"start":729.16,"end":750.17004},{"sentences":[{"text":"Would you yeah.","start":751.03,"end":753.67004,"sentiment":"neutral","sentiment_score":-0.028305061782399814},{"text":"Would you terribly mind?","start":753.67004,"end":754.97003,"sentiment":"neutral","sentiment_score":-0.014337373897433281},{"text":"Yeah.","start":755.75,"end":756.07,"sentiment":"neutral","sentiment_score":0.07949407398700714},{"text":"That would be amazing.","start":756.07,"end":757.53,"sentiment":"positive","sentiment_score":0.3978438675403595},{"text":"I'll I'll have a look and see if I can find anything text wise, because if it's text message, it'll be linked to your phone number, and see if I can find anything, and see if I can find anything that way if you text it through.","start":783.955,"end":801.27,"sentiment":"neutral","sentiment_score":0.02890948642124521}],"sentiment":"neutral","sentiment_score":0.048938147881526055,"num_words":59,"start":751.03,"end":801.27},{"sentences":[{"text":"And otherwise Oh, fantastic.","start":803.41003,"end":805.91003,"sentiment":"neutral","sentiment_score":0.290131613612175},{"text":"Good.","start":807.89,"end":808.39,"sentiment":"positive","sentiment_score":0.3641740083694458},{"text":"Let me yes?","start":808.61005,"end":812.475,"sentiment":"neutral","sentiment_score":0.1283730020125707},{"text":"Do you would you be able to could you would you be able to email them?","start":816.21497,"end":821.995,"sentiment":"neutral","sentiment_score":0.06058125477284193},{"text":"Could you add the images to an email?","start":825.5,"end":827.44,"sentiment":"neutral","sentiment_score":0.029897082364186645}],"sentiment":"neutral","sentiment_score":0.09744675637921318,"num_words":32,"start":803.41003,"end":827.44},{"sentences":[{"text":"Yeah.","start":838.155,"end":838.655,"sentiment":"neutral","sentiment_score":-0.009785555303096771},{"text":"What I'll do is I'll get Caden to text you now, and you if you can forward them to that the number that he's texting you from.","start":846.33,"end":853.79004,"sentiment":"neutral","sentiment_score":0.13409420323592644},{"text":"That'll be the best way.","start":853.85004,"end":855.31,"sentiment":"neutral","sentiment_score":0.1557266652584076},{"text":"But otherwise, in future, email is definitely safest.","start":856.49,"end":858.83,"sentiment":"neutral","sentiment_score":0.18317955546081066},{"text":"But yeah.","start":860.25,"end":868.445,"sentiment":"neutral","sentiment_score":0.12798161804676056}],"sentiment":"neutral","sentiment_score":0.14211141716602238,"num_words":43,"start":838.155,"end":868.445},{"sentences":[{"text":"That Cadence just text it text sent you a text message.","start":868.445,"end":871.905,"sentiment":"neutral","sentiment_score":0.12404985996809872},{"text":"The text message, I'll literally read it so that way you know it's come from me adjacent.","start":874.14,"end":879.68005,"sentiment":"neutral","sentiment_score":0.1123270900810466},{"text":"It says, hi, Tony.","start":880.06,"end":880.94,"sentiment":"neutral","sentiment_score":0.06617786176502705},{"text":"This is Kaden from IQ Financial.","start":880.94,"end":882.30005,"sentiment":"neutral","sentiment_score":0.0765777366856734},{"text":"Can you please email your documentation to and then there's an email address, but you can reply to that text message.","start":882.30005,"end":888.64,"sentiment":"neutral","sentiment_score":0.06831983104348183}],"sentiment":"neutral","sentiment_score":0.09208480186634145,"num_words":59,"start":868.445,"end":888.64},{"sentences":[{"text":"If you reply to that text message, I'll get the images.","start":888.86005,"end":893.575,"sentiment":"neutral","sentiment_score":0.060476416552608665},{"text":"Everything that you have that you sent through last time, sent her again.","start":903.81,"end":908.39,"sentiment":"neutral","sentiment_score":0.024184811287201367},{"text":"I could double check to see what driver's license I have on file for you and where whether it's oh, come on, system.","start":908.69,"end":919.89496,"sentiment":"neutral","sentiment_score":0.027752765606197972},{"text":"Load up for me.","start":919.89496,"end":920.95496,"sentiment":"neutral","sentiment_score":0.01784946396946907},{"text":"Just because you're tired.","start":921.095,"end":922.235,"sentiment":"neutral","sentiment_score":-0.24476590752601624}],"sentiment":"neutral","sentiment_score":0.01291438115506687,"num_words":55,"start":888.86005,"end":922.235},{"sentences":[{"text":"Monday afternoon.","start":923.255,"end":924.15497,"sentiment":"neutral","sentiment_score":-0.24993425607681274},{"text":"It's all slowing down.","start":924.295,"end":925.51495,"sentiment":"negative","sentiment_score":-0.40300749242305756},{"text":"The coffee's wearing off.","start":925.575,"end":926.95496,"sentiment":"negative","sentiment_score":-0.466836154460907},{"text":"There we go.","start":930.27997,"end":931.18,"sentiment":"neutral","sentiment_score":-0.135280172030131},{"text":"ID.","start":931.39996,"end":931.89996,"sentiment":"neutral","sentiment_score":-0.030706016346812248}],"sentiment":"neutral","sentiment_score":-0.31541354515190634,"num_words":14,"start":923.255,"end":931.89996},{"sentences":[{"text":"Okay.","start":933.63995,"end":934.13995,"sentiment":"neutral","sentiment_score":0.007593410089612007},{"text":"The last ID I have on file for you expires 2027, so that's fine.","start":936.83997,"end":945.545,"sentiment":"neutral","sentiment_score":0.04061174472527845},{"text":"I have valid ID on file for you, my darling.","start":945.545,"end":948.52496,"sentiment":"neutral","sentiment_score":0.25846517980098727},{"text":"Yes.","start":953.63995,"end":954.13995,"sentiment":"neutral","sentiment_score":0.28303056955337524},{"text":"Just everything else would be good.","start":954.36,"end":956.22,"sentiment":"positive","sentiment_score":0.4023163964351018}],"sentiment":"neutral","sentiment_score":0.18305433070054278,"num_words":32,"start":933.63995,"end":956.22},{"sentences":[{"text":"Yes.","start":966.20496,"end":966.445,"sentiment":"neutral","sentiment_score":0.12853537499904633},{"text":"So the phone number that we I just text you from, if you can send it through to that, that would be amazing.","start":966.445,"end":972.70496,"sentiment":"neutral","sentiment_score":0.31613137411034625},{"text":"Should be a number ending in 408?","start":984.38,"end":986.56,"sentiment":"neutral","sentiment_score":0.009775106395993913},{"text":"Perfect.","start":991.075,"end":991.575,"sentiment":"positive","sentiment_score":0.4501183032989502},{"text":"Yeah.","start":991.795,"end":992.115,"sentiment":"neutral","sentiment_score":0.25044721364974976}],"sentiment":"neutral","sentiment_score":0.24753176488659598,"num_words":33,"start":966.20496,"end":992.115},{"sentences":[{"text":"If you can yeah.","start":992.115,"end":992.915,"sentiment":"neutral","sentiment_score":0.23911546543240547},{"text":"So I get through there, and I'll I'll get the documents, and I'll be able to Perfect.","start":992.915,"end":1007.21,"sentiment":"neutral","sentiment_score":0.2673968979540993},{"text":"I'll wait.","start":1008.31,"end":1009.02997,"sentiment":"neutral","sentiment_score":0.2746677100658417},{"text":"They should come through in just a hot second as soon as all of the bits and bobs fly through the universe.","start":1009.02997,"end":1015.29,"sentiment":"neutral","sentiment_score":0.3291683522137729},{"text":"And I'll get them sent to Hub.","start":1018.23505,"end":1020.255,"sentiment":"neutral","sentiment_score":0.27089197507926394}],"sentiment":"neutral","sentiment_score":0.2921056177180547,"num_words":52,"start":992.115,"end":1020.255},{"sentences":[{"text":"Realistically and honestly, Hub twenty four pretty good.","start":1020.55505,"end":1023.53503,"sentiment":"positive","sentiment_score":0.4967203177511692},{"text":"Generally, the claims come back pretty quickly.","start":1024.7151,"end":1026.975,"sentiment":"neutral","sentiment_score":-0.012946348637342453},{"text":"Once the claim comes back, how much do you wanna look at withdrawing?","start":1030.59,"end":1035.89,"sentiment":"neutral","sentiment_score":-0.03577996188631424},{"text":"Do you do you have a figure at the moment?","start":1037.23,"end":1039.79,"sentiment":"neutral","sentiment_score":-0.04091703929007053},{"text":"Are you in need of money, or do you just wanna depends on how much you wanna pull out, and then I have to I have to do a bit of a calculation.","start":1039.79,"end":1048.975,"sentiment":"neutral","sentiment_score":-0.028131128895576254}],"sentiment":"neutral","sentiment_score":0.029302830289734502,"num_words":71,"start":1020.55505,"end":1048.975},{"sentences":[{"text":"It's not something I can just tell you straight off the top of my head.","start":1048.975,"end":1051.1549,"sentiment":"neutral","sentiment_score":-0.049718258033196135},{"text":"There's there's there's there's math to to the to the to it.","start":1052.575,"end":1057.75,"sentiment":"neutral","sentiment_score":0.007305911703345676},{"text":"So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component.","start":1057.75,"end":1064.01,"sentiment":"neutral","sentiment_score":-0.00728165807033127},{"text":"Now your super fund with Hub twenty four is currently sitting let me just grab the actual figures.","start":1064.63,"end":1072.25,"sentiment":"neutral","sentiment_score":0.010290107482837306},{"text":"So there's taxable and tax free component.","start":1072.71,"end":1074.495,"sentiment":"neutral","sentiment_score":0.0058581731947405}],"sentiment":"neutral","sentiment_score":-0.008000949466903065,"num_words":74,"start":1048.975,"end":1074.495},{"sentences":[{"text":"Currently, you have nearly $6 sitting in tax free, and you have a $174 sitting in taxable.","start":1074.495,"end":1080.995,"sentiment":"neutral","sentiment_score":-0.0028937123168040722},{"text":"So what that means is it will the money will the money will be paid to you for a rider across the two accounts.","start":1081.7749,"end":1091.97,"sentiment":"neutral","sentiment_score":0.018874070645930868},{"text":"So let me have a look.","start":1092.75,"end":1094.9099,"sentiment":"neutral","sentiment_score":0.021582168837388355},{"text":"So if you put out $15,000, you would have you would have some You would have some money come out of tax free portion, which means that your you wouldn't pay tax on it, and then the majority would come out of the taxable component.","start":1094.9099,"end":1123.22,"sentiment":"neutral","sentiment_score":-0.016091048903763294},{"text":"However, because we've claimed TPD, you actually get an uplift to that.","start":1123.36,"end":1128.275,"sentiment":"neutral","sentiment_score":-0.03183120613296827}],"sentiment":"neutral","sentiment_score":-0.005507635337730439,"num_words":104,"start":1074.495,"end":1128.275},{"sentences":[{"text":"And what happens is money from the taxable component transfers over the tax free component upon release, and you don't pay money on that.","start":1128.275,"end":1135.635,"sentiment":"neutral","sentiment_score":-0.06529823473344247},{"text":"So it becomes a little bit more complicated than as easy as saying, yes.","start":1135.635,"end":1139.395,"sentiment":"neutral","sentiment_score":-0.13746357709169388},{"text":"You're gonna pay 22% tax on 15 grand.","start":1139.395,"end":1142.51,"sentiment":"neutral","sentiment_score":-0.047240598825737834},{"text":"Look.","start":1142.65,"end":1143.13,"sentiment":"neutral","sentiment_score":0.00834724586457014},{"text":"Realistically speaking, if I just go with the most amount of tax you'd pay is 3,300.","start":1143.13,"end":1148.67,"sentiment":"neutral","sentiment_score":-0.007628490042407066}],"sentiment":"neutral","sentiment_score":-0.06322668410009807,"num_words":63,"start":1128.275,"end":1148.67},{"sentences":[{"text":"That is the most amount of tax that you would pay upon release of $15.","start":1149.4501,"end":1153.31,"sentiment":"neutral","sentiment_score":-0.004783408095439275},{"text":"That's the easiest answer, but it's gonna be it's gonna be less.","start":1153.61,"end":1157.205,"sentiment":"neutral","sentiment_score":-0.0643894939372937},{"text":"But if we just cool.","start":1160.245,"end":1163.365,"sentiment":"neutral","sentiment_score":0.2522087574005127},{"text":"So I can still have it so you you have $15 in the hand.","start":1163.365,"end":1166.4249,"sentiment":"positive","sentiment_score":0.34336553726877483},{"text":"That's fine.","start":1166.6449,"end":1167.465,"sentiment":"positive","sentiment_score":0.39592333137989044}],"sentiment":"neutral","sentiment_score":0.12532464422595999,"num_words":48,"start":1149.4501,"end":1167.465},{"sentences":[{"text":"And the the the tax will just come out of what's left in the super fund.","start":1170.1799,"end":1173.72,"sentiment":"neutral","sentiment_score":0.17599495174363256},{"text":"Cool.","start":1176.1,"end":1176.6,"sentiment":"positive","sentiment_score":0.4381019175052643},{"text":"So first things first is we need to go through the claim, then I can release the money.","start":1177.46,"end":1182.9199,"sentiment":"neutral","sentiment_score":0.03964772365159459},{"text":"I think what we need to do, because currently your super fund does not have a bank nomination on it, is if I email you a bank nomination form, we can get your bank details added to your super fund.","start":1183.915,"end":1197.675,"sentiment":"neutral","sentiment_score":0.03375622071325779},{"text":"So it means when the claim is yeah.","start":1197.675,"end":1200.37,"sentiment":"neutral","sentiment_score":0.020107109332457185}],"sentiment":"neutral","sentiment_score":0.06600946836532598,"num_words":83,"start":1170.1799,"end":1200.37},{"sentences":[{"text":"Sorry.","start":1200.37,"end":1200.87,"sentiment":"neutral","sentiment_score":-0.04487284645438194},{"text":"You need to sign it.","start":1205.97,"end":1206.85,"sentiment":"neutral","sentiment_score":-0.04658142700791359},{"text":"I'm sorry, my darling.","start":1206.85,"end":1207.73,"sentiment":"neutral","sentiment_score":-0.02365966234356165},{"text":"So you're gonna need to print it.","start":1207.73,"end":1209.27,"sentiment":"neutral","sentiment_score":-0.007337884179183415},{"text":"I can prefill it for you if you're comfortable for me to do so, and then I can send it to you all filled out, and all you need to do is print it, sign it, and then you can text it to me.","start":1209.33,"end":1217.905,"sentiment":"neutral","sentiment_score":0.05459840329025279}],"sentiment":"neutral","sentiment_score":0.0324351790926007,"num_words":61,"start":1200.37,"end":1217.905},{"sentences":[{"text":"But you do need to sign it.","start":1218.285,"end":1220.2251,"sentiment":"neutral","sentiment_score":-0.0020248312503099446},{"text":"It does have to be physical.","start":1224.4451,"end":1225.8251,"sentiment":"neutral","sentiment_score":0.024135781296839316},{"text":"Yep.","start":1226.045,"end":1226.545,"sentiment":"neutral","sentiment_score":0.08845888078212738},{"text":"And then Hub twenty four have a security measure when a bank account is added, the first time it's ever paid to that account.","start":1227.405,"end":1235.53,"sentiment":"neutral","sentiment_score":0.0693560023792088},{"text":"So upon the release of the $15, they're gonna call you, and they're gonna wanna verbally verify the details.","start":1235.99,"end":1241.03,"sentiment":"neutral","sentiment_score":0.06347074143980679}],"sentiment":"neutral","sentiment_score":0.05420329639067253,"num_words":57,"start":1218.285,"end":1241.03},{"sentences":[{"text":"It's just a security measure to make sure that, obviously, your money is not being taken by anyone that's not you.","start":1241.03,"end":1246.445,"sentiment":"neutral","sentiment_score":0.005729374874915395},{"text":"It's a bit of a pain in the butt, but it's protecting your money.","start":1247.625,"end":1251.405,"sentiment":"neutral","sentiment_score":0.01829759989465986},{"text":"I just wanna pre tell you that part.","start":1252.665,"end":1255.085,"sentiment":"neutral","sentiment_score":0.15001988969743252},{"text":"So what I'll do is I'll get the bank nomination form.","start":1255.385,"end":1257.88,"sentiment":"neutral","sentiment_score":0.1466227654706348},{"text":"However, if you wanna tell me your bank details, I will pre fill the form with your bank details, email it to you filled out, and then all you need to do is print it, sign it, scan it, and send it back.","start":1257.88,"end":1268.2001,"sentiment":"neutral","sentiment_score":0.14504351224317108}],"sentiment":"neutral","sentiment_score":0.09717900860939443,"num_words":97,"start":1241.03,"end":1268.2001},{"sentences":[{"text":"Obviously, I want you to verify the details when you get it.","start":1268.2001,"end":1271.085,"sentiment":"neutral","sentiment_score":0.052175768030186497},{"text":"If I've made an error, call me and tell me that I've made an error.","start":1271.1649,"end":1274.145,"sentiment":"neutral","sentiment_score":-0.13325652231772742},{"text":"But, generally, I'm pretty good, not the blue smoke.","start":1274.365,"end":1276.705,"sentiment":"neutral","sentiment_score":0.25810567951864666},{"text":"It has to be the BSB and account number, not card details, my darling.","start":1284.22,"end":1287.84,"sentiment":"neutral","sentiment_score":0.013472693573151315},{"text":"Sorry.","start":1292.14,"end":1292.64,"sentiment":"neutral","sentiment_score":-0.25952014327049255}],"sentiment":"neutral","sentiment_score":0.017241373804270054,"num_words":51,"start":1268.2001,"end":1292.64},{"sentences":[{"text":"I know.","start":1292.7,"end":1293.1799,"sentiment":"negative","sentiment_score":-0.34955261647701263},{"text":"I'm a pain.","start":1293.1799,"end":1293.9199,"sentiment":"negative","sentiment_score":-0.5591096182664236},{"text":"No.","start":1301.115,"end":1301.4349,"sentiment":"neutral","sentiment_score":-0.031652312725782394},{"text":"You're so fine.","start":1301.4349,"end":1302.235,"sentiment":"neutral","sentiment_score":0.14550936967134476},{"text":"Take your time, my darling.","start":1302.235,"end":1303.535,"sentiment":"positive","sentiment_score":0.40612245798110963}],"sentiment":"neutral","sentiment_score":0.004218142745750291,"num_words":14,"start":1292.7,"end":1303.535},{"sentences":[{"text":"You're so you're okay.","start":1324.335,"end":1326.035,"sentiment":"positive","sentiment_score":0.42718183249235153},{"text":"You can take your time.","start":1326.175,"end":1327.635,"sentiment":"positive","sentiment_score":0.451086151599884},{"text":"It's probably the first time I've stopped today anyway, so it's giving me a a hot minute that I can relax.","start":1328.415,"end":1333.235,"sentiment":"neutral","sentiment_score":0.2503847990717207},{"text":"No.","start":1399.425,"end":1399.825,"sentiment":"neutral","sentiment_score":-0.0037665143609046936},{"text":"You're okay.","start":1399.825,"end":1400.645,"sentiment":"neutral","sentiment_score":0.054048871621489525}],"sentiment":"neutral","sentiment_score":0.2826233362835465,"num_words":33,"start":1324.335,"end":1400.645},{"sentences":[{"text":"How are you going, my darling?","start":1445.2301,"end":1446.53,"sentiment":"neutral","sentiment_score":0.045233373840649925},{"text":"Yes?","start":1448.775,"end":1449.275,"sentiment":"neutral","sentiment_score":0.015454815700650215},{"text":"I know what that is.","start":1453.415,"end":1454.4551,"sentiment":"neutral","sentiment_score":0.00880133844912052},{"text":"That is a Suncorp account.","start":1454.4551,"end":1456.555,"sentiment":"neutral","sentiment_score":0.019782400503754616},{"text":"Give me one moment.","start":1466.54,"end":1467.76,"sentiment":"neutral","sentiment_score":0.007446005824021995}],"sentiment":"neutral","sentiment_score":0.02188370365738159,"num_words":21,"start":1445.2301,"end":1467.76},{"sentences":[{"text":"Fixed account number?","start":1472.14,"end":1473.2001,"sentiment":"neutral","sentiment_score":0.0049073367069164915},{"text":"Yep.","start":1476.665,"end":1477.165,"sentiment":"neutral","sentiment_score":0.008248279802501202},{"text":"Yep.","start":1480.025,"end":1480.525,"sentiment":"neutral","sentiment_score":0.008579740300774574},{"text":"Alright.","start":1482.905,"end":1483.305,"sentiment":"neutral","sentiment_score":0.05004839599132538},{"text":"I'm going to repeat it all to you.","start":1483.305,"end":1484.985,"sentiment":"neutral","sentiment_score":0.03963422775268555}],"sentiment":"neutral","sentiment_score":0.02847658915977393,"num_words":14,"start":1472.14,"end":1484.985},{"sentences":[{"text":"484799.","start":1484.985,"end":1487.625,"sentiment":"neutral","sentiment_score":0.016321975737810135},{"text":"Account number 353846067.","start":1487.625,"end":1492.84,"sentiment":"neutral","sentiment_score":0.018443930583695572},{"text":"Perfect.","start":1495.86,"end":1496.26,"sentiment":"neutral","sentiment_score":0.22683288156986237},{"text":"And the account name is just Anthony Joyce.","start":1496.26,"end":1498.28,"sentiment":"neutral","sentiment_score":0.10777039173990488},{"text":"Alright.","start":1501.78,"end":1502.28,"sentiment":"neutral","sentiment_score":0.22148828208446503}],"sentiment":"neutral","sentiment_score":0.09872414750446167,"num_words":14,"start":1484.985,"end":1502.28},{"sentences":[{"text":"Perfect.","start":1503.315,"end":1503.5549,"sentiment":"neutral","sentiment_score":0.29671186208724976},{"text":"Alright.","start":1503.5549,"end":1503.7949,"sentiment":"neutral","sentiment_score":0.1941567659378052},{"text":"I will pre show the details on the bank nomination form, email it through to you.","start":1503.7949,"end":1507.655,"sentiment":"neutral","sentiment_score":0.14436697773635387},{"text":"I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there.","start":1508.4349,"end":1516.535,"sentiment":"neutral","sentiment_score":0.0769410500569003},{"text":"And then I will touch base with you personally in, say, two weeks because that's the earliest I'm gonna hear anything from Hub twenty four.","start":1518.62,"end":1526.08,"sentiment":"neutral","sentiment_score":0.07500079020857811}],"sentiment":"neutral","sentiment_score":0.09619872434668138,"num_words":71,"start":1503.315,"end":1526.08},{"sentences":[{"text":"And I'll touch base with you.","start":1526.78,"end":1527.74,"sentiment":"neutral","sentiment_score":0.0852419746418794},{"text":"It'll either be Kayden or myself.","start":1527.74,"end":1529.02,"sentiment":"neutral","sentiment_score":0.05446715715030829},{"text":"It just sort of depends on how my week goes as to whether I'm gonna have the ability to give you a call personally.","start":1529.02,"end":1535.885,"sentiment":"neutral","sentiment_score":0.02890096736761431},{"text":"If not, Caiden will do it, but him and I have a meeting weekly to touch base on everything and, you know, we kind of trade stories type of thing.","start":1536.105,"end":1542.845,"sentiment":"neutral","sentiment_score":0.047766880388371645},{"text":"So that way, we're both across everything.","start":1542.985,"end":1544.605,"sentiment":"neutral","sentiment_score":0.12330060239349093}],"sentiment":"neutral","sentiment_score":0.05243820049289665,"num_words":73,"start":1526.78,"end":1544.605},{"sentences":[{"text":"And what we'll do from there is just give you an update, let you know where things are at, make sure that you're kind of across it as well, and and go from there.","start":1545.84,"end":1555.6,"sentiment":"neutral","sentiment_score":0.15540418631451972},{"text":"Once I hear back from Hub twenty four about the claim going through, we can get the withdrawal happening on that side.","start":1555.6,"end":1562.195,"sentiment":"neutral","sentiment_score":0.05590397695248777},{"text":"Okay?","start":1562.4149,"end":1562.9149,"sentiment":"neutral","sentiment_score":0.046381257474422455},{"text":"You're gonna so the claim, I'm still gonna submit.","start":1567.7749,"end":1570.355,"sentiment":"neutral","sentiment_score":0.06446108387576209},{"text":"You're gonna get an email from me today with the bank nomination form.","start":1570.735,"end":1575.85,"sentiment":"neutral","sentiment_score":0.12439673222028293}],"sentiment":"neutral","sentiment_score":0.11085213112491596,"num_words":79,"start":1545.84,"end":1575.85},{"sentences":[{"text":"So all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it.","start":1575.9099,"end":1583.45,"sentiment":"neutral","sentiment_score":0.10190892425076715},{"text":"Okay?","start":1583.5099,"end":1584.0099,"sentiment":"neutral","sentiment_score":0.1141212433576584},{"text":"And once I have that, I'll send that to Hub twenty four as well, but the bank nomination form is not gonna hold the claim up.","start":1586.325,"end":1592.105,"sentiment":"neutral","sentiment_score":0.1742663005223641},{"text":"It's only gonna hold up getting the claim paid out.","start":1592.1649,"end":1596.725,"sentiment":"neutral","sentiment_score":0.10230125747621059},{"text":"But if you're signing it today and submitting it, it'll be well and truly in place within it it only takes about three to five days to get the bank details on in the account.","start":1596.725,"end":1604.74,"sentiment":"neutral","sentiment_score":0.1857232621737889}],"sentiment":"neutral","sentiment_score":0.1497399070401593,"num_words":101,"start":1575.9099,"end":1604.74},{"sentences":[{"text":"The claim's gonna take a minimum two weeks, but two weeks is nothing.","start":1605.2001,"end":1609.4601,"sentiment":"neutral","sentiment_score":-0.015540822624013973},{"text":"Okay.","start":1610.4,"end":1610.9,"sentiment":"neutral","sentiment_score":0.06572575122117996},{"text":"Exactly.","start":1613.28,"end":1613.78,"sentiment":"neutral","sentiment_score":0.07660975307226181},{"text":"So I'll get them I'll get that sent through to you soon.","start":1614.585,"end":1618.345,"sentiment":"neutral","sentiment_score":-0.006073151559879382},{"text":"I'll just print.","start":1618.345,"end":1621.725,"sentiment":"neutral","sentiment_score":0.040286704897880554}],"sentiment":"neutral","sentiment_score":-0.0003904297947883606,"num_words":30,"start":1605.2001,"end":1621.725},{"sentences":[{"text":"Yep.","start":1622.025,"end":1622.4249,"sentiment":"neutral","sentiment_score":0.050613872706890106},{"text":"I just I just need to pre fill it, so it'll take me maybe ten ten minutes.","start":1622.4249,"end":1625.785,"sentiment":"neutral","sentiment_score":0.04270929372047677},{"text":"Not too long.","start":1625.785,"end":1626.6849,"sentiment":"neutral","sentiment_score":-0.019286151354511578},{"text":"Pretty quick form.","start":1627.23,"end":1628.21,"sentiment":"neutral","sentiment_score":0.05302165697018305},{"text":"Cool.","start":1629.95,"end":1630.27,"sentiment":"neutral","sentiment_score":0.23357106745243073}],"sentiment":"neutral","sentiment_score":0.04445797801017761,"num_words":25,"start":1622.025,"end":1630.27},{"sentences":[{"text":"Was there any other questions you had while you had me on the phone?","start":1630.27,"end":1633.33,"sentiment":"neutral","sentiment_score":0.0674491258604186},{"text":"Alright.","start":1636.11,"end":1636.61,"sentiment":"neutral","sentiment_score":0.1367611587047577},{"text":"Perfect.","start":1636.67,"end":1637.17,"sentiment":"neutral","sentiment_score":0.2563672363758087},{"text":"We're not with Hub twenty four, you would have done it with AIA.","start":1642.205,"end":1644.625,"sentiment":"neutral","sentiment_score":-0.08186526109392826},{"text":"Different different form, different company.","start":1647.885,"end":1649.5651,"sentiment":"neutral","sentiment_score":-0.09773408621549606}],"sentiment":"neutral","sentiment_score":-0.006338313769768266,"num_words":34,"start":1630.27,"end":1649.5651},{"sentences":[{"text":"I can't send AIA to Hub twenty fours.","start":1649.5651,"end":1651.405,"sentiment":"neutral","sentiment_score":-0.09433074668049812},{"text":"Yep.","start":1651.405,"end":1651.905,"sentiment":"neutral","sentiment_score":-0.04344167560338974},{"text":"And I never like taking details off one form and putting them on the other.","start":1652.6599,"end":1655.62,"sentiment":"neutral","sentiment_score":-0.25084915657838186},{"text":"While I might have your your bank details already, we we cross them out on the internal forms.","start":1655.62,"end":1661.62,"sentiment":"neutral","sentiment_score":-0.08557120710611343},{"text":"So we only we don't we don't generally hold your bank details.","start":1661.62,"end":1665.08,"sentiment":"neutral","sentiment_score":-0.1482502936075131}],"sentiment":"neutral","sentiment_score":-0.14592796757265372,"num_words":54,"start":1649.5651,"end":1665.08},{"sentences":[{"text":"Not that I can take money from a BSP and account number I can pay in, but that's not it.","start":1665.745,"end":1670.145,"sentiment":"neutral","sentiment_score":-0.11018037945032119},{"text":"I we don't generally hold your bank details for anything longer than we need to.","start":1670.145,"end":1675.285,"sentiment":"neutral","sentiment_score":-0.11646109322706859},{"text":"I always like double checking to make sure that that's still the account that you want money paid into anyway.","start":1676.3049,"end":1680.725,"sentiment":"neutral","sentiment_score":0.1108894594013691},{"text":"Perfection.","start":1684.86,"end":1685.36,"sentiment":"positive","sentiment_score":0.6721498370170593},{"text":"Alright.","start":1685.5,"end":1685.74,"sentiment":"positive","sentiment_score":0.4304412007331848}],"sentiment":"neutral","sentiment_score":-0.011055153712891695,"num_words":57,"start":1665.745,"end":1685.74},{"sentences":[{"text":"I'll have it with you very shortly.","start":1685.74,"end":1687.12,"sentiment":"positive","sentiment_score":0.4982300954205649},{"text":"Not a problem, Anthony.","start":1689.02,"end":1690.24,"sentiment":"positive","sentiment_score":0.3393477350473404},{"text":"Well, sorry.","start":1690.3,"end":1690.96,"sentiment":"neutral","sentiment_score":0.06808538362383842},{"text":"Have a good one.","start":1691.18,"end":1692.24,"sentiment":"positive","sentiment_score":0.33523401618003845},{"text":"Bye.","start":1692.7001,"end":1693.2001,"sentiment":"neutral","sentiment_score":-0.11419370770454408}],"sentiment":"positive","sentiment_score":0.34488415179981124,"num_words":18,"start":1685.74,"end":1693.2001}]}}]},{"alternatives":[{"transcript":"Hello? Very good. Thank you. Yes. I Do. Done. Yep. Yep. I'm just calling to have my my payment job. Yep. Yeah. Yeah. Yep. Right. Yeah. Yeah. Yep. So I don't understand how something is missing. How can I discover ten months later if something's missing? When did I sign up for the insurance? When when did all this happen? Yeah. Yep. You're on. Yep. Alright. And what what I didn't tell you that I got my luggage right in 2015. They they saying I don't have a claim. Yep. That means it's taking longer, do Like, but they questioned me why it took me twelve months to put this claim in, and I explained myself then. But I don't understand why it takes them twelve months. How how they have the right to question me why I took so long when they don't have any rules? But they still have by now. I should have everything right now, really. Yeah. Yeah. Yep. Yep. Yes. Yes. Yep. Yeah. Yeah. Yeah. Well, I would like to do that. But do I have to do that anyway? Yeah. Yeah. Yeah. Yep. Yeah. And what? A paycheck on that part? Do I pay Yeah. Alright. So, yeah, I would like to make a claim if I can get the money. I I sent some paperwork in. He wants some forms from doctors again. Like, did send those in. I emailed. Oh, no. They got it. Just so I rang up and make sure I did. The the two doctor reports. Same. Yep. That's all it was. Now it wouldn't have twenty four. It's it'll be out for you. But that'd be around around the time Gabe spoke to me last. Yeah. He spoke to me once. Yep. Yeah. I have to see if I can find him. I'll see if I can find him. I thought I think it was texted. I think it would've texted it, sir. Alright. Yeah. Yeah. Of course. Yeah. A a fan Phantom. Check out tech history again. I couldn't know how, but I should be out Shouldn't I? Well, if if I can, I'll email text them. That'd be a lot easier. Alright. So did you require my my license now as well? Good. Alright. So it's just the other stuff. Alright. So so I sent it to you, this phone number here? I should have thought that's right. Yeah. Yeah. I've gotten the phone number. I have payments to alludes in tax. It's a 15. Yes. I I think 15 grand. Yeah. So I just paid my $15. Yeah. Yep. Yeah. Yep. Yep. Yep. Yep. Fair enough. That'd be that'd be I'll be happy with that. Yeah. Yep. Yep. Yep. Yep. Yep. Can I they cannot fill it out on the computer, or do I have to print it to fill it out and Yeah? I believe you. Alright. And it has to be physical seeing you, not electronic seeing you. Is that right? Yeah. Yeah. Yeah. Yep. Nice. Cool. Yeah. Okay. It's alright. Oh, well. I'm I was calling the card now. Alright. I'm good. I'm good. I'm good. I'm good. Not you. Just hang on a minute. Alright. So be it the FBSP number, 484799? Correct. Uh-huh. And the account number? 353 846 067. Yes. Yes. Yep. Yeah. Yep. Alright. So do you have to send me some design before you do that, Dan? Alright. Very good. Right. Yep. Yep. Yeah. Yeah. Yep. Correct. Wait twelve months. Alright. No worries at all. So I'll wait for your email, and I'll send it back to you. No worries. Alright. Alright. That's about all. I I I should have done a bank thing originally, I think. Think. Yeah. Oh, it's a different form. Alright. Yeah. Yeah. Alright. Very good. Yeah. Yep. Alright. Yes. Yes. Alright. Yep. Alright. I'll wait for your email, and I'll send it back to you. Alright. Thank you. Alright. See see you. 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Very good. Thank you. Yes. I Do.\n\nDone. Yep. Yep. I'm just calling to have my my payment job. Yep.\n\nYeah. Yeah. Yep. Right. Yeah.\n\nYeah. Yep. So I don't understand how something is missing. How can I discover ten months later if something's missing? When did I sign up for the insurance?\n\nWhen when did all this happen? Yeah. Yep. You're on. Yep.\n\nAlright. And what what I didn't tell you that I got my luggage right in 2015. They they saying I don't have a claim. Yep. That means it's taking longer, do Like, but they questioned me why it took me twelve months to put this claim in, and I explained myself then.\n\nBut I don't understand why it takes them twelve months. How how they have the right to question me why I took so long when they don't have any rules? But they still have by now. I should have everything right now, really. Yeah.\n\nYeah. Yep. Yep. Yes. Yes.\n\nYep. Yeah. Yeah. Yeah. Well, I would like to do that.\n\nBut do I have to do that anyway? Yeah. Yeah. Yeah. Yep.\n\nYeah. And what? A paycheck on that part? Do I pay Yeah. Alright.\n\nSo, yeah, I would like to make a claim if I can get the money. I I sent some paperwork in. He wants some forms from doctors again. Like, did send those in. I emailed.\n\nOh, no. They got it. Just so I rang up and make sure I did. The the two doctor reports. Same.\n\nYep. That's all it was. Now it wouldn't have twenty four. It's it'll be out for you. But that'd be around around the time Gabe spoke to me last.\n\nYeah. He spoke to me once. Yep. Yeah. I have to see if I can find him.\n\nI'll see if I can find him. I thought I think it was texted. I think it would've texted it, sir. Alright. Yeah.\n\nYeah. Of course. Yeah. A a fan Phantom. Check out tech history again.\n\nI couldn't know how, but I should be out Shouldn't I? Well, if if I can, I'll email text them. That'd be a lot easier. Alright. So did you require my my license now as well?\n\nGood. Alright. So it's just the other stuff. Alright. So so I sent it to you, this phone number here?\n\nI should have thought that's right. Yeah. Yeah. I've gotten the phone number. I have payments to alludes in tax.\n\nIt's a 15. Yes. I I think 15 grand. Yeah. So I just paid my $15.\n\nYeah. Yep. Yeah. Yep. Yep.\n\nYep. Yep. Fair enough. That'd be that'd be I'll be happy with that. Yeah.\n\nYep. Yep. Yep. Yep. Yep.\n\nCan I they cannot fill it out on the computer, or do I have to print it to fill it out and Yeah? I believe you. Alright. And it has to be physical seeing you, not electronic seeing you. Is that right?\n\nYeah. Yeah. Yeah. Yep. Nice.\n\nCool. Yeah. Okay. It's alright. Oh, well.\n\nI'm I was calling the card now. Alright. I'm good. I'm good. I'm good.\n\nI'm good. Not you. Just hang on a minute. Alright. So be it the FBSP number, 484799?\n\nCorrect. Uh-huh. And the account number? 353 846 067. Yes.\n\nYes. Yep. Yeah. Yep. Alright.\n\nSo do you have to send me some design before you do that, Dan? Alright. Very good. Right. Yep.\n\nYep. Yeah. Yeah. Yep. Correct.\n\nWait twelve months. Alright. No worries at all. So I'll wait for your email, and I'll send it back to you. No worries.\n\nAlright. Alright. That's about all. I I I should have done a bank thing originally, I think. Think.\n\nYeah. Oh, it's a different form. Alright. Yeah. Yeah.\n\nAlright. Very good. Yeah. Yep. Alright.\n\nYes. Yes. Alright. Yep. Alright.\n\nI'll wait for your email, and I'll send it back to you. Alright. Thank you. Alright. See see you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.64,"end":1.14,"sentiment":"neutral","sentiment_score":0.029488276690244675},{"text":"Very good.","start":5.92,"end":6.56,"sentiment":"positive","sentiment_score":0.753880649805069},{"text":"Thank you.","start":6.56,"end":7.2999997,"sentiment":"positive","sentiment_score":0.7514654994010925},{"text":"Yes.","start":15.599999,"end":15.975,"sentiment":"neutral","sentiment_score":0.1658065915107727},{"text":"I 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wait for your email, and I'll send it back to you.","start":1681.5,"end":1684.3451,"sentiment":"neutral","sentiment_score":0.19895738239089647},{"text":"Alright.","start":1687.525,"end":1688.005,"sentiment":"positive","sentiment_score":0.39098095893859863},{"text":"Thank you.","start":1688.005,"end":1688.745,"sentiment":"positive","sentiment_score":0.6919769644737244},{"text":"Alright.","start":1690.3251,"end":1690.7251,"sentiment":"neutral","sentiment_score":0.13148489594459534},{"text":"See see you.","start":1690.7251,"end":1692.265,"sentiment":"neutral","sentiment_score":0.13884413739045462}],"sentiment":"neutral","sentiment_score":0.24791793603646128,"num_words":19,"start":1681.5,"end":1692.265},{"sentences":[{"text":"Bye.","start":1692.5651,"end":1693.0651,"sentiment":"neutral","sentiment_score":0.17242485284805298}],"sentiment":"neutral","sentiment_score":0.17242485284805298,"num_words":1,"start":1692.5651,"end":1693.0651}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hi, Tony. Larissa from Oaktree Financial here. How are you going?\n\nChannel 1: Very good. Thank you.\n\nChannel 0: That's good to hear. I was just getting you a call just following on from your call on Friday. If you still have time today?\n\nChannel 1: Yes. I\n\nChannel 0: Perfect. Before I jump into it, as always, I need to let you know that our calls are recorded. And if I could just get you some phone security for me. You have a a password on file?\n\nChannel 1: Do.\n\nChannel 0: It's just YourMother'sMaiden?\n\nChannel 1: Done.\n\nChannel 0: Perfect.\n\nChannel 1: Yep. Yep.\n\nChannel 0: Thank you. So how can I assist? I guess,\n\nChannel 1: I'm just\n\nChannel 0: what\n\nChannel 1: calling\n\nChannel 0: what was\n\nChannel 1: to have\n\nChannel 0: the question\n\nChannel 1: my\n\nChannel 0: that\n\nChannel 1: my\n\nChannel 0: you\n\nChannel 1: payment\n\nChannel 0: might have had?\n\nChannel 1: job.\n\nChannel 0: Yeah. Perfect.\n\nChannel 1: Yep.\n\nChannel 0: So I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I\n\nChannel 1: Yeah.\n\nChannel 0: help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself. So I have a bit of an intimate knowledge on how they sort of run, so I assist the\n\nChannel 1: Yeah.\n\nChannel 0: administration team. Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time.\n\nChannel 1: Yep.\n\nChannel 0: Now the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim. Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year,\n\nChannel 1: Right.\n\nChannel 0: so\n\nChannel 1: Yeah.\n\nChannel 0: that would be twelve months.\n\nChannel 1: Yeah.\n\nChannel 0: They, however, did state that they found during the medical reporting on your claim that there was a missing disclosure at the time of your application where in 2020 oh, sorry. 2015, you had fluid drained from your lungs.\n\nChannel 1: Yep.\n\nChannel 0: You had disclosed that in 2020 sorry. In 2010 that you had fluid drained. However, there was a missing disclosure for the 2015 draining, and they were just reviewing that. I have been in contact with the on like, your claims assessor with AIA to follow-up and find out what's happening and what, I guess, they're looking into because they've received reports. They've received everything from the doctor, and I know that doctor Leong has been has provided, like, information in regards to your medical history and and everything like that, and they've assessed all the documents\n\nChannel 1: So\n\nChannel 0: that\n\nChannel 1: I\n\nChannel 0: have\n\nChannel 1: don't\n\nChannel 0: been\n\nChannel 1: understand\n\nChannel 0: received.\n\nChannel 1: how something is missing. How can I discover ten months later if something's missing?\n\nChannel 0: So so when when you apply for insurance, you went through, like, that application. And on that application, it asks you for sort of any health issues or anything that happens. On that application, you disclosed that in 2010, you were hospitalized and fluid was drained from your lungs, but you failed to disclose the draining that happened or the the episode in 2015, which shows that there's been\n\nChannel 1: When\n\nChannel 0: an ongoing multiple\n\nChannel 1: did I sign\n\nChannel 0: issue.\n\nChannel 1: up for the insurance? When when did all this happen?\n\nChannel 0: I believe the policy's been in place for a few years. I'd have to quickly look up exactly when the policy went in place, which I can do\n\nChannel 1: Yeah.\n\nChannel 0: if you just give me one second. I'll just quickly grab the inception date of the policy. Just look in. Sorry. It might be a minute.\n\nChannel 1: Yep. You're on. Yep.\n\nChannel 0: There we go. Okay. So your policy anniversary date was the 05/15/2016.\n\nChannel 1: Alright.\n\nChannel 0: Okay. So\n\nChannel 1: And what what\n\nChannel 0: yep.\n\nChannel 1: I didn't tell you that I got my luggage right in 2015.\n\nChannel 0: Yep. So it's yeah. So your application stated that there was a 2030 episode, but it didn't state that there was a 2015 episode. So it's sort of, like, just over twelve months after like, sorry, before the policy went in place is when is when, I guess,\n\nChannel 1: They\n\nChannel 0: that medical incident\n\nChannel 1: they saying\n\nChannel 0: occurred.\n\nChannel 1: I don't have a claim.\n\nChannel 0: They're not\n\nChannel 1: Yep.\n\nChannel 0: saying that at all. No. No. No. So I've I've, again, I've I've gone through claims that near on five years, and I've seen plenty of claims still paid irrespective of them finding a potential nondisclosure, which is essentially what this is.\n\nIs it a failure to disclose information at application stage, which is look. It's a bit of a pain. It makes the claim a little bit harder, but what they're doing is they're essentially just looking at whether they, yes, would have accepted the policy at the time that the policy went in place had they known the information. It doesn't mean that the claims moot. It doesn't mean that they're not gonna pay out on the claim.\n\nIt just means that they're investigating it.\n\nChannel 1: That\n\nChannel 0: Essentially,\n\nChannel 1: means it's taking longer, do\n\nChannel 0: it it can take longer. They're just they're just gonna wanna have a look at information as if they had looked at it back in 2016, which is a\n\nChannel 1: Like,\n\nChannel 0: bit\n\nChannel 1: but\n\nChannel 0: of\n\nChannel 1: they\n\nChannel 0: a\n\nChannel 1: questioned\n\nChannel 0: pain.\n\nChannel 1: me why it took me twelve months to put this claim in, and I explained myself then. But I don't understand why it takes them twelve months.\n\nChannel 0: Yeah.\n\nChannel 1: How how they have the right to question me why I took so long when they don't have any rules?\n\nChannel 0: They they do have rules, and a lot of why it takes so long on their side is because their hands are bound by waiting for medical reports. So any of the\n\nChannel 1: But\n\nChannel 0: medical\n\nChannel 1: they\n\nChannel 0: reports\n\nChannel 1: still\n\nChannel 0: because\n\nChannel 1: have by now. I should have everything right now,\n\nChannel 0: I\n\nChannel 1: really.\n\nChannel 0: believe it at this stage, they have everything. I can't see like, there's there's nothing pending from a claims perspective that they've raised that they're wanting further. And Melanie, who is the claims assessor, has been fantastic and actually being very communicative. So in giving us information and helping out,\n\nChannel 1: Yeah.\n\nChannel 0: I like, I work with Kaden. Kaden's, like, my direct offsider. He\n\nChannel 1: Yeah.\n\nChannel 0: and I work on all of the claims together. He has been very, very diligent in getting on top of any of our claims, but I know that, you know, him he and I speak weekly about any of the claims we have pending. And with your claim, we have spoken with the claims assessor ongoing about what is actually happening and how we're sort of assisting and dealing with it. So Melanie has been really, really good in trying to get us an update. We do pretty much the email back and forth weekly.\n\nWe haven't heard back from her this week. Last email we obviously had was, as I said, at the end of last week, we received that email just basically stipulating that at this stage, while they are bound to the life insurance code of practice, the claim could take a little bit longer. We're trying everything we can to basically make sure that it's, you know, unable\n\nChannel 1: Yep.\n\nChannel 0: to not not gonna impact you. Financially\n\nChannel 1: Yep.\n\nChannel 0: because I know you and I have spoken before. Financially speaking, I guess, what I wanna make sure, because I know that you were looking to do some traveling and and stuff like that with with some money,\n\nChannel 1: Yes.\n\nChannel 0: is do we wanna look at finalizing and putting through a claim with Hub twenty four? Because, ultimately speaking, you can essentially\n\nChannel 1: Yes.\n\nChannel 0: it's not called TPG. It's called what's called permanent capacity, but, essentially, it's the same kind of thing. It's the same requirements with Hub twenty four. We can put in a permanent capacity or a TPD claim with Hub twenty four and, essentially, have the money paid out from there as well. Yes.\n\nYeah. Hub twenty four\n\nChannel 1: Yep.\n\nChannel 0: is your super, and we could look at putting a claim in that way through your super fund while we're still waiting for AIA to settle that side.\n\nChannel 1: Yeah. Yeah. Yeah.\n\nChannel 0: Because\n\nChannel 1: Well,\n\nChannel 0: the\n\nChannel 1: I\n\nChannel 0: insurance\n\nChannel 1: would like\n\nChannel 0: claim\n\nChannel 1: to do that.\n\nChannel 0: yeah.\n\nChannel 1: But\n\nChannel 0: Because\n\nChannel 1: do\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: know\n\nChannel 1: have\n\nChannel 0: that\n\nChannel 1: to do that anyway?\n\nChannel 0: you don't have to. You'd you'd you're not under any any obligation to claim with hub twenty four. Obviously, the the the insurance in hub twenty four work a little bit differently. For the insurance, you pay a premium. It insures you for a benefit, and if the event happens, you can claim.\n\nThey pay out that money. With your hub twenty four, that's an investment that you've been accruing over your working life, and, essentially, it's there preserved for when\n\nChannel 1: Yeah.\n\nChannel 0: you retire. I understand,\n\nChannel 1: Yeah.\n\nChannel 0: obviously, you're 50 just turned 56. If, you know, if we were to get that money paid out, we could have that money we could have that money paid out. However, you're 56. You're five years away from 60. If we have that money paid out from your super before you turn 60, there is gonna be some tax.\n\nWe can still have it we can still assess you for basically term like, totally and totally disabled or, like, permanent capacity. So it means that you're permanently unable to work. So we could assess you under that and then just release the money that you need. So if you say you you call me one day and say, hey. I need to I I I need $10 or I want $10 because I really wanna go on this holiday and wanna go enjoy my life, then I can just release that little bit of money without\n\nChannel 1: Yeah. Yep.\n\nChannel 0: taking all of it out. So we don't have\n\nChannel 1: Yeah.\n\nChannel 0: to not not\n\nChannel 1: And\n\nChannel 0: not\n\nChannel 1: what?\n\nChannel 0: be\n\nChannel 1: A\n\nChannel 0: greedy.\n\nChannel 1: paycheck on that part?\n\nChannel 0: Well, the\n\nChannel 1: Do\n\nChannel 0: super\n\nChannel 1: I\n\nChannel 0: fund pays the super fund pays the tax.\n\nChannel 1: pay\n\nChannel 0: You don't personally pay the tax. The super fund will take correct care of it and quarantine it for you. But, yes, there would be tax that has to be paid before you're 60. After\n\nChannel 1: Yeah.\n\nChannel 0: you turn 60, we could pull out as much as we want without having to pay any tax at all, which should be great, but that's obviously a little under four years away.\n\nChannel 1: Alright. So, yeah, I would like to make a claim\n\nChannel 0: Yeah. Do\n\nChannel 1: if\n\nChannel 0: you\n\nChannel 1: I can\n\nChannel 0: still have\n\nChannel 1: get\n\nChannel 0: the yeah. Do you still have the forms? I know that\n\nChannel 1: the\n\nChannel 0: Caden emailed them to you some time ago\n\nChannel 1: money.\n\nChannel 0: now. Did you still have them? Do you want\n\nChannel 1: I\n\nChannel 0: us\n\nChannel 1: I sent\n\nChannel 0: to re\n\nChannel 1: some\n\nChannel 0: email\n\nChannel 1: paperwork\n\nChannel 0: them?\n\nChannel 1: in. He wants some forms from doctors again.\n\nChannel 0: Yep.\n\nChannel 1: Like, did send those in.\n\nChannel 0: Do you know when you sent that in? Did you email it or did you post it?\n\nChannel 1: I emailed.\n\nChannel 0: Emailed it? Are you able to send it through again? Because I I haven't received anything. I'll look\n\nChannel 1: Oh, no. They got it. Just so I rang up and make sure I did.\n\nChannel 0: Okay. Uh-uh. Let me maybe I'm crazy.\n\nChannel 1: The the two doctor reports.\n\nChannel 0: Yep. That'd\n\nChannel 1: Same.\n\nChannel 0: be the one.\n\nChannel 1: Yep.\n\nChannel 0: Three doctor's reports.\n\nChannel 1: That's all it was.\n\nChannel 0: Did you send it back to Caden, or did you send it to hub twenty four directly?\n\nChannel 1: Now it wouldn't have twenty four. It's it'll be out for you.\n\nChannel 0: Okay.\n\nChannel 1: But that'd be around around the time Gabe spoke to me last. Yeah. He spoke to me once.\n\nChannel 0: Yes. Yeah. Yeah. You've spoken to Kaden once, and I know you've spoken to Madison. And I know you've\n\nChannel 1: Yep.\n\nChannel 0: spoken to Amy, and you and I have spoken before.\n\nChannel 1: Yeah.\n\nChannel 0: I generally float in the background. Is there any chance you could forward it to me directly? Would\n\nChannel 1: I\n\nChannel 0: you\n\nChannel 1: have to see if I can find him.\n\nChannel 0: yeah.\n\nChannel 1: I'll\n\nChannel 0: Would\n\nChannel 1: see\n\nChannel 0: you\n\nChannel 1: if\n\nChannel 0: terribly\n\nChannel 1: I can\n\nChannel 0: mind?\n\nChannel 1: find him. I\n\nChannel 0: Yeah.\n\nChannel 1: thought\n\nChannel 0: That would\n\nChannel 1: I think\n\nChannel 0: be\n\nChannel 1: it was\n\nChannel 0: amazing.\n\nChannel 1: texted. I think it would've texted it, sir.\n\nChannel 0: I'll I'll have a look and see if I can find anything text wise, because if it's text message, it'll be linked to your phone number, and see if I can find anything,\n\nChannel 1: Alright.\n\nChannel 0: and see if I can find anything that way if you text it through.\n\nChannel 1: Yeah.\n\nChannel 0: And\n\nChannel 1: Yeah.\n\nChannel 0: otherwise\n\nChannel 1: Of course. Yeah. A\n\nChannel 0: Oh, fantastic.\n\nChannel 1: a fan Phantom.\n\nChannel 0: Good.\n\nChannel 1: Check out\n\nChannel 0: Let\n\nChannel 1: tech\n\nChannel 0: me\n\nChannel 1: history again.\n\nChannel 0: yes? Do you would you be able to could you would you be able to email them? Could you add the images to an email?\n\nChannel 1: I couldn't know how, but I should be out Shouldn't\n\nChannel 0: Yeah.\n\nChannel 1: I?\n\nChannel 0: What I'll do is I'll get Caden to text you now, and you if you can forward them to that the number that he's texting you from. That'll be the best way. But otherwise, in future, email is definitely safest. But\n\nChannel 1: Well, if if I can, I'll email text them. That'd be a lot easier.\n\nChannel 0: yeah. That Cadence just text it text sent you a text message. The text message, I'll literally read it so that way you know it's come from me adjacent. It says, hi, Tony. This is Kaden from IQ Financial.\n\nCan you please email your documentation to and then there's an email address, but you can reply to that text message. If you reply to that text message, I'll get the images.\n\nChannel 1: Alright. So did you require my my license now as well?\n\nChannel 0: Everything that you have that you sent through last time, sent her again. I could double check to see what driver's license I have on file for you and where whether it's oh, come on, system. Load up for me. Just because you're tired. Monday afternoon.\n\nIt's all slowing down. The coffee's wearing off. There we go. ID. Okay.\n\nThe last ID I have on file for you expires 2027, so that's fine. I have valid ID on file for you, my darling.\n\nChannel 1: Good. Alright. So it's just the other stuff.\n\nChannel 0: Yes. Just everything else would be good.\n\nChannel 1: Alright. So so I sent it to you, this phone number here?\n\nChannel 0: Yes. So the phone number that we I just text you from, if you can send it through to that, that would be amazing.\n\nChannel 1: I should have thought that's right.\n\nChannel 0: Should be a number ending in 408?\n\nChannel 1: Yeah. Yeah. I've gotten the phone number.\n\nChannel 0: Perfect. Yeah. If you can yeah. So I get through there, and I'll I'll get the documents, and I'll be able to Perfect. I'll wait.\n\nThey should come through in just a hot second as soon as all of the bits and bobs fly through the universe. And I'll get them sent to Hub. Realistically and honestly, Hub twenty four pretty good. Generally, the claims come back pretty quickly. Once the claim comes back, how much do you wanna look at withdrawing?\n\nDo you do you have a figure at the moment? Are you in need of money,\n\nChannel 1: I have\n\nChannel 0: or\n\nChannel 1: payments\n\nChannel 0: do you just\n\nChannel 1: to\n\nChannel 0: wanna\n\nChannel 1: alludes in tax.\n\nChannel 0: depends on how much you wanna pull out, and then I\n\nChannel 1: It's a 15.\n\nChannel 0: have to I have to do a bit of a calculation. It's not something I can just tell you straight off the top of my head.\n\nChannel 1: Yes.\n\nChannel 0: There's\n\nChannel 1: I I\n\nChannel 0: there's\n\nChannel 1: think 15\n\nChannel 0: there's\n\nChannel 1: grand.\n\nChannel 0: there's math to to the to the to it. So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component. Now your super fund with Hub twenty four is currently sitting let me just grab the actual figures. So there's taxable and tax free component. Currently, you have nearly $6 sitting in tax free, and you have a $174 sitting in taxable.\n\nSo what that means is it will the money will the money will be paid to you for a rider across the two accounts. So\n\nChannel 1: Yeah.\n\nChannel 0: let me have\n\nChannel 1: So\n\nChannel 0: a look.\n\nChannel 1: I just\n\nChannel 0: So if\n\nChannel 1: paid my $15.\n\nChannel 0: you put out $15,000, you would have you would have some You would have some money come out of tax free portion, which means that your you wouldn't pay tax on it, and then the majority would come out of the taxable component. However, because we've claimed TPD, you actually get an uplift to that. And what happens is money from the taxable component transfers over the tax free component upon release, and you don't pay money on that. So it becomes a little bit more complicated than as easy as saying, yes. You're gonna pay 22% tax on\n\nChannel 1: Yeah.\n\nChannel 0: 15\n\nChannel 1: Yep.\n\nChannel 0: grand. Look. Realistically speaking, if I just go with the most amount of tax you'd pay is 3,300. That\n\nChannel 1: Yeah.\n\nChannel 0: is the most amount of tax that you would pay upon release of $15.\n\nChannel 1: Yep.\n\nChannel 0: That's the easiest answer, but it's gonna\n\nChannel 1: Yep.\n\nChannel 0: be it's gonna be less.\n\nChannel 1: Yep. Yep. Fair enough.\n\nChannel 0: But\n\nChannel 1: That'd\n\nChannel 0: if\n\nChannel 1: be\n\nChannel 0: we just\n\nChannel 1: that'd be I'll be happy with that.\n\nChannel 0: cool. So I can still have it so you you have $15 in the hand. That's fine. And the the the tax will just come out of what's left in the super fund.\n\nChannel 1: Yeah. Yep. Yep.\n\nChannel 0: Cool.\n\nChannel 1: Yep.\n\nChannel 0: So first things first is we need to go through the claim, then I can release the money.\n\nChannel 1: Yep.\n\nChannel 0: I think what we need to do, because currently your super fund does not have a bank nomination on it, is if I email you a bank nomination form,\n\nChannel 1: Yep.\n\nChannel 0: we can get your bank details added to your super fund. So it means when the\n\nChannel 1: Can\n\nChannel 0: claim is yeah. Sorry.\n\nChannel 1: I they cannot fill it out on the computer, or do I have to print it to fill it out and\n\nChannel 0: You need to sign it. I'm sorry, my darling. So you're gonna need to print it. I can prefill it for you if you're comfortable for me to do so, and then I can\n\nChannel 1: Yeah?\n\nChannel 0: send it to you all filled out, and all you need to do is print it, sign it, and then you can text it to me. But\n\nChannel 1: I believe\n\nChannel 0: you do need\n\nChannel 1: you.\n\nChannel 0: to sign it.\n\nChannel 1: Alright. And it has to be physical seeing you, not electronic seeing you. Is\n\nChannel 0: It does\n\nChannel 1: that\n\nChannel 0: have\n\nChannel 1: right?\n\nChannel 0: to be physical.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Yep. And then Hub twenty four have a security measure when a bank account is added, the first time it's ever paid to that account. So upon the release of the $15, they're gonna call you, and they're gonna wanna verbally verify the details. It's just a security measure to make sure that, obviously, your money is not being taken by anyone that's\n\nChannel 1: Yeah.\n\nChannel 0: not you.\n\nChannel 1: Yep. Nice. Cool.\n\nChannel 0: It's a bit of a pain in the butt, but it's protecting your money.\n\nChannel 1: Yeah.\n\nChannel 0: I just wanna pre tell you that part. So what I'll do is I'll get the bank nomination form. However, if you wanna tell me your bank details, I will pre fill the form with your bank details, email it to you filled out, and then all you need to do is print it, sign it, scan it, and send it back. Obviously, I want you to\n\nChannel 1: Okay.\n\nChannel 0: verify the details when you get it. If I've made an error, call me and tell me that I've made an error. But, generally, I'm pretty good, not the blue smoke.\n\nChannel 1: It's alright. Oh, well. I'm I was calling the card now.\n\nChannel 0: It has to be the BSB and account number, not card details, my darling.\n\nChannel 1: Alright. I'm good. I'm good. I'm good. I'm\n\nChannel 0: Sorry. I know. I'm a pain.\n\nChannel 1: good. Not you. Just hang on a minute.\n\nChannel 0: No. You're so fine. Take your time, my darling. You're so you're okay. You can take your time.\n\nIt's probably the first time I've stopped today anyway, so it's giving me a a hot minute that I can relax. No. You're okay. How\n\nChannel 1: Alright.\n\nChannel 0: are you\n\nChannel 1: So\n\nChannel 0: going,\n\nChannel 1: be\n\nChannel 0: my darling?\n\nChannel 1: it the FBSP number,\n\nChannel 0: Yes?\n\nChannel 1: 484799?\n\nChannel 0: I know what that is. That is a Suncorp account.\n\nChannel 1: Correct. Uh-huh. And the account number?\n\nChannel 0: Give me one moment. Fixed account number?\n\nChannel 1: 353\n\nChannel 0: Yep.\n\nChannel 1: 846\n\nChannel 0: Yep.\n\nChannel 1: 067.\n\nChannel 0: Alright. I'm going to repeat it all to you. 484799. Account number 353846067.\n\nChannel 1: Yes.\n\nChannel 0: Perfect. And the account name is just Anthony Joyce.\n\nChannel 1: Yes.\n\nChannel 0: Alright. Perfect. Alright. I will pre show the details on the bank nomination form, email it through to you. I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there.\n\nAnd then I will touch base with you personally in, say, two weeks because that's the earliest I'm gonna hear anything from Hub twenty four.\n\nChannel 1: Yep.\n\nChannel 0: And I'll touch base with you. It'll either be Kayden or myself. It just sort of depends on how my week goes as to whether I'm gonna have the ability to give you a call personally. If not, Caiden\n\nChannel 1: Yeah.\n\nChannel 0: will do it, but him and I have a meeting weekly to touch base on everything and, you know, we kind of trade stories type of thing. So that way, we're both across everything.\n\nChannel 1: Yep.\n\nChannel 0: And what we'll do from there is just give you an update, let you know where things are at, make sure that you're kind of across it as well, and and go from there. Once I hear back from Hub twenty four about the claim going through, we can get the withdrawal happening on that side. Okay?\n\nChannel 1: Alright. So do you have to send me some design before you do that,\n\nChannel 0: You're gonna so the claim, I'm still gonna submit.\n\nChannel 1: Dan?\n\nChannel 0: You're gonna get an email from me today with the bank nomination form. So all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it. Okay?\n\nChannel 1: Alright. Very good.\n\nChannel 0: And once I have that, I'll send that to Hub twenty four as well, but the bank nomination form is not gonna hold the claim up. It's only gonna hold up\n\nChannel 1: Right.\n\nChannel 0: getting\n\nChannel 1: Yep.\n\nChannel 0: the claim\n\nChannel 1: Yep.\n\nChannel 0: paid out. But if you're\n\nChannel 1: Yeah.\n\nChannel 0: signing it today and submitting it, it'll be well and truly in place within it it only takes about three to five days to get the bank details on in the account. The claim's gonna take a minimum two weeks, but\n\nChannel 1: Yeah.\n\nChannel 0: two weeks is nothing.\n\nChannel 1: Yep.\n\nChannel 0: Okay.\n\nChannel 1: Correct. Wait twelve months. Alright.\n\nChannel 0: Exactly.\n\nChannel 1: No\n\nChannel 0: So I'll\n\nChannel 1: worries\n\nChannel 0: get\n\nChannel 1: at\n\nChannel 0: them\n\nChannel 1: all.\n\nChannel 0: I'll get that sent through to you\n\nChannel 1: So\n\nChannel 0: soon. I'll\n\nChannel 1: I'll wait\n\nChannel 0: just\n\nChannel 1: for your email, and I'll send it back\n\nChannel 0: print.\n\nChannel 1: to you.\n\nChannel 0: Yep. I just I just need to pre fill it, so it'll take me maybe ten ten minutes. Not too long. Pretty\n\nChannel 1: No\n\nChannel 0: quick\n\nChannel 1: worries.\n\nChannel 0: form.\n\nChannel 1: Alright.\n\nChannel 0: Cool.\n\nChannel 1: Alright.\n\nChannel 0: Was there any other questions you had while you had me on the phone?\n\nChannel 1: That's about all.\n\nChannel 0: Alright.\n\nChannel 1: I\n\nChannel 0: Perfect.\n\nChannel 1: I I should have done a bank thing originally, I think.\n\nChannel 0: We're not with Hub twenty four, you would have done it with AIA.\n\nChannel 1: Think. Yeah. Oh, it's a different form. Alright.\n\nChannel 0: Different different form, different company. I can't send AIA\n\nChannel 1: Yeah.\n\nChannel 0: to Hub twenty fours. Yep.\n\nChannel 1: Yeah. Alright.\n\nChannel 0: And I\n\nChannel 1: Very\n\nChannel 0: never like\n\nChannel 1: good. Yeah.\n\nChannel 0: taking details off one form and putting them on the other. While I might have your your bank details already, we we cross them out on the internal forms. So we only\n\nChannel 1: Yep.\n\nChannel 0: we don't we don't generally hold your bank details.\n\nChannel 1: Alright.\n\nChannel 0: Not that I can take money from a BSP and account number I can pay in, but that's not it. I we don't generally hold your bank details for anything longer\n\nChannel 1: Yes. Yes.\n\nChannel 0: than we\n\nChannel 1: Alright.\n\nChannel 0: need to.\n\nChannel 1: Yep.\n\nChannel 0: I always like double checking to make sure that that's still the account that you want money paid into anyway.\n\nChannel 1: Alright. I'll wait for your email, and I'll send it back to you.\n\nChannel 0: Perfection. Alright. I'll have it with you very shortly.\n\nChannel 1: Alright. Thank you.\n\nChannel 0: Not a problem, Anthony. Well,\n\nChannel 1: Alright.\n\nChannel 0: sorry.\n\nChannel 1: See\n\nChannel 0: Have\n\nChannel 1: see\n\nChannel 0: a good one.\n\nChannel 1: you. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.64,"end":1.14,"sentiment":"neutral","sentiment_score":0.029488276690244675}],"sentiment":"neutral","sentiment_score":0.029488276690244675,"channel":1,"num_words":1,"start":0.64,"end":1.14},{"sentences":[{"text":"Hi, Tony.","start":2.3999999,"end":3.12,"sentiment":"neutral","sentiment_score":0.19883933663368225},{"text":"Larissa from Oaktree Financial here.","start":3.12,"end":5.04,"sentiment":"neutral","sentiment_score":0.2053455889225006},{"text":"How are you going?","start":5.04,"end":5.8599997,"sentiment":"neutral","sentiment_score":0.27021515369415283}],"sentiment":"neutral","sentiment_score":0.22775156660513443,"channel":0,"num_words":11,"start":2.3999999,"end":5.8599997},{"sentences":[{"text":"Very good.","start":5.92,"end":6.56,"sentiment":"positive","sentiment_score":0.753880649805069},{"text":"Thank you.","start":6.56,"end":7.2999997,"sentiment":"positive","sentiment_score":0.7514654994010925}],"sentiment":"positive","sentiment_score":0.7526730746030807,"channel":1,"num_words":4,"start":5.92,"end":7.2999997},{"sentences":[{"text":"That's good to hear.","start":7.52,"end":9.38,"sentiment":"positive","sentiment_score":0.7061901092529297},{"text":"I was just getting you a call just following on from your call on Friday.","start":9.44,"end":14.08,"sentiment":"neutral","sentiment_score":0.20062525669733683},{"text":"If you still have time today?","start":14.08,"end":15.38,"sentiment":"neutral","sentiment_score":0.0667255303512017}],"sentiment":"neutral","sentiment_score":0.24937969878315924,"channel":0,"num_words":25,"start":7.52,"end":15.38},{"sentences":[{"text":"Yes.","start":15.599999,"end":15.975,"sentiment":"neutral","sentiment_score":0.1658065915107727},{"text":"I","start":15.975,"end":16.475,"sentiment":"neutral","sentiment_score":0.3151528835296631}],"sentiment":"neutral","sentiment_score":0.2404797375202179,"channel":1,"num_words":2,"start":15.599999,"end":16.475},{"sentences":[{"text":"Perfect.","start":17.155,"end":17.655,"sentiment":"positive","sentiment_score":0.43107330799102783},{"text":"Before I jump into it, as always, I need to let you know that our calls are recorded.","start":18.035,"end":20.675,"sentiment":"neutral","sentiment_score":0.05601660224298636},{"text":"And if I could just get you some phone security for me.","start":20.675,"end":23.395,"sentiment":"neutral","sentiment_score":0.04839872848242521},{"text":"You have a a password on file?","start":23.395,"end":25.475,"sentiment":"neutral","sentiment_score":0.011732411969985281}],"sentiment":"neutral","sentiment_score":0.05532325720904689,"channel":0,"num_words":38,"start":17.155,"end":25.475},{"sentences":[{"text":"Do.","start":25.415,"end":25.915,"sentiment":"neutral","sentiment_score":-0.0017640101723372936}],"sentiment":"neutral","sentiment_score":-0.0017640101723372936,"channel":1,"num_words":1,"start":25.415,"end":25.915},{"sentences":[{"text":"It's just YourMother'sMaiden?","start":25.475,"end":27.255001,"sentiment":"neutral","sentiment_score":0.001675675972364843}],"sentiment":"neutral","sentiment_score":0.001675675972364843,"channel":0,"num_words":3,"start":25.475,"end":27.255001},{"sentences":[{"text":"Done.","start":27.095001,"end":27.595001,"sentiment":"neutral","sentiment_score":0.07751834392547607}],"sentiment":"neutral","sentiment_score":0.07751834392547607,"channel":1,"num_words":1,"start":27.095001,"end":27.595001},{"sentences":[{"text":"Perfect.","start":27.314999,"end":27.814999,"sentiment":"neutral","sentiment_score":0.263119101524353}],"sentiment":"neutral","sentiment_score":0.263119101524353,"channel":0,"num_words":1,"start":27.314999,"end":27.814999},{"sentences":[{"text":"Yep.","start":27.735,"end":28.02,"sentiment":"neutral","sentiment_score":0.10927631705999374},{"text":"Yep.","start":28.5,"end":29.0,"sentiment":"neutral","sentiment_score":0.12286654114723206}],"sentiment":"neutral","sentiment_score":0.1160714291036129,"channel":1,"num_words":2,"start":27.735,"end":29.0},{"sentences":[{"text":"Thank 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I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I","start":38.36,"end":44.085,"sentiment":"neutral","sentiment_score":0.05450603782254107}],"sentiment":"neutral","sentiment_score":0.05450603782254107,"channel":0,"num_words":17,"start":38.36,"end":44.085},{"sentences":[{"text":"Yeah.","start":44.025,"end":44.525,"sentiment":"neutral","sentiment_score":0.03849547728896141}],"sentiment":"neutral","sentiment_score":0.03849547728896141,"channel":1,"num_words":1,"start":44.025,"end":44.525},{"sentences":[{"text":"help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself.","start":44.165,"end":50.184998,"sentiment":"neutral","sentiment_score":0.04492851225254328},{"text":"So I have a bit of an intimate knowledge on how they sort of run, so I assist 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which shows that there's been","start":193.375,"end":209.74,"sentiment":"neutral","sentiment_score":-0.16673518658468597}],"sentiment":"neutral","sentiment_score":-0.11205044186309628,"channel":0,"num_words":69,"start":181.59999,"end":209.74},{"sentences":[{"text":"When","start":209.585,"end":210.085,"sentiment":"neutral","sentiment_score":-0.04709102213382721}],"sentiment":"neutral","sentiment_score":-0.04709102213382721,"channel":1,"num_words":1,"start":209.585,"end":210.085},{"sentences":[{"text":"an ongoing multiple","start":209.74,"end":211.2,"sentiment":"neutral","sentiment_score":-0.1226418564716975}],"sentiment":"neutral","sentiment_score":-0.1226418564716975,"channel":0,"num_words":3,"start":209.74,"end":211.2},{"sentences":[{"text":"did I 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way.","start":853.85004,"end":855.31,"sentiment":"neutral","sentiment_score":0.1557266652584076},{"text":"But otherwise, in future, email is definitely safest.","start":856.49,"end":858.83,"sentiment":"neutral","sentiment_score":0.18317955546081066},{"text":"But","start":860.25,"end":860.75,"sentiment":"neutral","sentiment_score":0.08955737948417664}],"sentiment":"neutral","sentiment_score":0.1452236740690906,"channel":0,"num_words":41,"start":846.33,"end":860.75},{"sentences":[{"text":"Well, if if I can, I'll email text them.","start":861.735,"end":866.375,"sentiment":"neutral","sentiment_score":0.10336400982406405},{"text":"That'd be a lot easier.","start":866.375,"end":867.675,"sentiment":"positive","sentiment_score":0.5031137645244599}],"sentiment":"neutral","sentiment_score":0.24613177935991967,"channel":1,"num_words":14,"start":861.735,"end":867.675},{"sentences":[{"text":"yeah.","start":868.28503,"end":868.445,"sentiment":"neutral","sentiment_score":0.16640585660934448},{"text":"That Cadence just text it text sent you a text message.","start":868.445,"end":871.905,"sentiment":"neutral","sentiment_score":0.12404985996809872},{"text":"The text message, I'll literally read it so that way you know it's come from me adjacent.","start":874.14,"end":879.68005,"sentiment":"neutral","sentiment_score":0.1123270900810466},{"text":"It says, hi, Tony.","start":880.06,"end":880.94,"sentiment":"neutral","sentiment_score":0.06617786176502705},{"text":"This is Kaden from IQ 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on file for you expires 2027, so that's fine.","start":936.83997,"end":945.545,"sentiment":"neutral","sentiment_score":0.04061174472527845},{"text":"I have valid ID on file for you, my darling.","start":945.545,"end":948.52496,"sentiment":"neutral","sentiment_score":0.25846517980098727}],"sentiment":"neutral","sentiment_score":0.13138400934015712,"channel":0,"num_words":24,"start":936.83997,"end":948.52496},{"sentences":[{"text":"Good.","start":948.94,"end":949.44,"sentiment":"positive","sentiment_score":0.45863521099090576},{"text":"Alright.","start":950.7,"end":951.2,"sentiment":"neutral","sentiment_score":0.27601543068885803},{"text":"So it's just the other 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long.","start":1625.785,"end":1626.6849,"sentiment":"neutral","sentiment_score":-0.019286151354511578},{"text":"Pretty","start":1627.23,"end":1627.39,"sentiment":"neutral","sentiment_score":0.05213027819991112}],"sentiment":"neutral","sentiment_score":0.03504289500415325,"channel":0,"num_words":22,"start":1622.025,"end":1627.39},{"sentences":[{"text":"No","start":1627.28,"end":1627.52,"sentiment":"neutral","sentiment_score":0.05889919027686119}],"sentiment":"neutral","sentiment_score":0.05889919027686119,"channel":1,"num_words":1,"start":1627.28,"end":1627.52},{"sentences":[{"text":"quick","start":1627.39,"end":1627.71,"sentiment":"neutral","sentiment_score":0.032158609479665756}],"sentiment":"neutral","sentiment_score":0.032158609479665756,"channel":0,"num_words":1,"start":1627.39,"end":1627.71},{"sentences":[{"text":"worries.","start":1627.52,"end":1627.965,"sentiment":"neutral","sentiment_score":0.04094058275222778}],"sentiment":"neutral","sentiment_score":0.04094058275222778,"channel":1,"num_words":1,"start":1627.52,"end":1627.965},{"sentences":[{"text":"form.","start":1627.71,"end":1628.21,"sentiment":"neutral","sentiment_score":0.07477608323097229}],"sentiment":"neutral","sentiment_score":0.07477608323097229,"channel":0,"num_words":1,"start":1627.71,"end":1628.21},{"sentences":[{"text":"Alright.","start":1628.605,"end":1629.105,"sentiment":"neutral","sentiment_score":0.18152081966400144}],"sentiment":"neutral","sentiment_score":0.18152081966400144,"channel":1,"num_words":1,"start":1628.605,"end":1629.105},{"sentences":[{"text":"Cool.","start":1629.95,"end":1630.27,"sentiment":"neutral","sentiment_score":0.23357106745243073}],"sentiment":"neutral","sentiment_score":0.23357106745243073,"channel":0,"num_words":1,"start":1629.95,"end":1630.27},{"sentences":[{"text":"Alright.","start":1630.0449,"end":1630.5449,"sentiment":"neutral","sentiment_score":0.1464369297027588}],"sentiment":"neutral","sentiment_score":0.1464369297027588,"channel":1,"num_words":1,"start":1630.0449,"end":1630.5449},{"sentences":[{"text":"Was there any other questions you had while you had me on the phone?","start":1630.27,"end":1633.33,"sentiment":"neutral","sentiment_score":0.0674491258604186}],"sentiment":"neutral","sentiment_score":0.0674491258604186,"channel":0,"num_words":14,"start":1630.27,"end":1633.33},{"sentences":[{"text":"That's about all.","start":1634.365,"end":1635.585,"sentiment":"neutral","sentiment_score":0.014480947827299437}],"sentiment":"neutral","sentiment_score":0.014480947827299437,"channel":1,"num_words":3,"start":1634.365,"end":1635.585},{"sentences":[{"text":"Alright.","start":1636.11,"end":1636.61,"sentiment":"neutral","sentiment_score":0.1367611587047577}],"sentiment":"neutral","sentiment_score":0.1367611587047577,"channel":0,"num_words":1,"start":1636.11,"end":1636.61},{"sentences":[{"text":"I","start":1636.445,"end":1636.945,"sentiment":"neutral","sentiment_score":0.21484394371509552}],"sentiment":"neutral","sentiment_score":0.21484394371509552,"channel":1,"num_words":1,"start":1636.445,"end":1636.945},{"sentences":[{"text":"Perfect.","start":1636.67,"end":1637.17,"sentiment":"neutral","sentiment_score":0.2563672363758087}],"sentiment":"neutral","sentiment_score":0.2563672363758087,"channel":0,"num_words":1,"start":1636.67,"end":1637.17},{"sentences":[{"text":"I I should have done a bank thing originally, I think.","start":1637.1649,"end":1640.37,"sentiment":"neutral","sentiment_score":-0.05410062013701959}],"sentiment":"neutral","sentiment_score":-0.05410062013701959,"channel":1,"num_words":11,"start":1637.1649,"end":1640.37},{"sentences":[{"text":"We're not with Hub twenty four, you would have done it with AIA.","start":1642.205,"end":1644.625,"sentiment":"neutral","sentiment_score":-0.08186526109392826}],"sentiment":"neutral","sentiment_score":-0.08186526109392826,"channel":0,"num_words":13,"start":1642.205,"end":1644.625},{"sentences":[{"text":"Think.","start":1645.25,"end":1645.65,"sentiment":"neutral","sentiment_score":-0.0744812935590744},{"text":"Yeah.","start":1645.65,"end":1646.13,"sentiment":"neutral","sentiment_score":-0.06702368706464767},{"text":"Oh, it's a different form.","start":1646.13,"end":1647.49,"sentiment":"neutral","sentiment_score":-0.10050721019506455},{"text":"Alright.","start":1647.49,"end":1647.99,"sentiment":"neutral","sentiment_score":-0.06462298333644867}],"sentiment":"neutral","sentiment_score":-0.08858300186693668,"channel":1,"num_words":8,"start":1645.25,"end":1647.99},{"sentences":[{"text":"Different different form, different company.","start":1647.885,"end":1649.5651,"sentiment":"neutral","sentiment_score":-0.09773408621549606},{"text":"I can't send AIA","start":1649.5651,"end":1650.445,"sentiment":"neutral","sentiment_score":-0.11164440773427486}],"sentiment":"neutral","sentiment_score":-0.10391645133495331,"channel":0,"num_words":9,"start":1647.885,"end":1650.445},{"sentences":[{"text":"Yeah.","start":1650.13,"end":1650.63,"sentiment":"neutral","sentiment_score":-0.10564565658569336}],"sentiment":"neutral","sentiment_score":-0.10564565658569336,"channel":1,"num_words":1,"start":1650.13,"end":1650.63},{"sentences":[{"text":"to Hub twenty 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only","start":1661.62,"end":1662.6599,"sentiment":"neutral","sentiment_score":-0.05968959381182989}],"sentiment":"neutral","sentiment_score":-0.11864893394522369,"channel":0,"num_words":32,"start":1653.46,"end":1662.6599},{"sentences":[{"text":"Yep.","start":1662.555,"end":1663.055,"sentiment":"neutral","sentiment_score":-0.05750739574432373}],"sentiment":"neutral","sentiment_score":-0.05750739574432373,"channel":1,"num_words":1,"start":1662.555,"end":1663.055},{"sentences":[{"text":"we don't we don't generally hold your bank details.","start":1662.74,"end":1665.08,"sentiment":"neutral","sentiment_score":-0.17777052687274086}],"sentiment":"neutral","sentiment_score":-0.17777052687274086,"channel":0,"num_words":9,"start":1662.74,"end":1665.08},{"sentences":[{"text":"Alright.","start":1665.515,"end":1666.015,"sentiment":"neutral","sentiment_score":-0.036653462797403336}],"sentiment":"neutral","sentiment_score":-0.036653462797403336,"channel":1,"num_words":1,"start":1665.515,"end":1666.015},{"sentences":[{"text":"Not that I can take money from a BSP and account number I can pay in, but that's not it.","start":1665.745,"end":1670.145,"sentiment":"neutral","sentiment_score":-0.11018037945032119},{"text":"I we don't generally hold your bank details for anything longer","start":1670.145,"end":1674.3049,"sentiment":"neutral","sentiment_score":-0.15206839686090295}],"sentiment":"neutral","sentiment_score":-0.12504386949923732,"channel":0,"num_words":31,"start":1665.745,"end":1674.3049},{"sentences":[{"text":"Yes.","start":1674.0599,"end":1674.3,"sentiment":"neutral","sentiment_score":-0.02270658127963543},{"text":"Yes.","start":1674.3,"end":1674.54,"sentiment":"neutral","sentiment_score":0.004614837467670441}],"sentiment":"neutral","sentiment_score":-0.009045871905982494,"channel":1,"num_words":2,"start":1674.0599,"end":1674.54},{"sentences":[{"text":"than we","start":1674.3049,"end":1674.5449,"sentiment":"neutral","sentiment_score":-0.01789821032434702}],"sentiment":"neutral","sentiment_score":-0.01789821032434702,"channel":0,"num_words":2,"start":1674.3049,"end":1674.5449},{"sentences":[{"text":"Alright.","start":1674.54,"end":1675.04,"sentiment":"neutral","sentiment_score":-0.01581326499581337}],"sentiment":"neutral","sentiment_score":-0.01581326499581337,"channel":1,"num_words":1,"start":1674.54,"end":1675.04},{"sentences":[{"text":"need to.","start":1674.5449,"end":1675.285,"sentiment":"neutral","sentiment_score":-0.019183806143701077}],"sentiment":"neutral","sentiment_score":-0.019183806143701077,"channel":0,"num_words":2,"start":1674.5449,"end":1675.285},{"sentences":[{"text":"Yep.","start":1675.98,"end":1676.48,"sentiment":"neutral","sentiment_score":0.04820077866315842}],"sentiment":"neutral","sentiment_score":0.04820077866315842,"channel":1,"num_words":1,"start":1675.98,"end":1676.48},{"sentences":[{"text":"I always like double checking to make sure that that's still the account that you want money paid into anyway.","start":1676.3049,"end":1680.725,"sentiment":"neutral","sentiment_score":0.1108894594013691}],"sentiment":"neutral","sentiment_score":0.1108894594013691,"channel":0,"num_words":20,"start":1676.3049,"end":1680.725},{"sentences":[{"text":"Alright.","start":1681.02,"end":1681.5,"sentiment":"neutral","sentiment_score":0.16822294890880585},{"text":"I'll wait for your email, and I'll send it back to you.","start":1681.5,"end":1684.3451,"sentiment":"neutral","sentiment_score":0.19895738239089647}],"sentiment":"neutral","sentiment_score":0.19659319519996643,"channel":1,"num_words":13,"start":1681.02,"end":1684.3451},{"sentences":[{"text":"Perfection.","start":1684.86,"end":1685.36,"sentiment":"positive","sentiment_score":0.6721498370170593},{"text":"Alright.","start":1685.5,"end":1685.74,"sentiment":"positive","sentiment_score":0.4304412007331848},{"text":"I'll have it with you very 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Anthony.","start":1689.02,"end":1690.24,"sentiment":"positive","sentiment_score":0.3393477350473404},{"text":"Well,","start":1690.3,"end":1690.46,"sentiment":"neutral","sentiment_score":0.1478666067123413}],"sentiment":"neutral","sentiment_score":0.3010515093803406,"channel":0,"num_words":5,"start":1689.02,"end":1690.46},{"sentences":[{"text":"Alright.","start":1690.3251,"end":1690.7251,"sentiment":"neutral","sentiment_score":0.13148489594459534}],"sentiment":"neutral","sentiment_score":0.13148489594459534,"channel":1,"num_words":1,"start":1690.3251,"end":1690.7251},{"sentences":[{"text":"sorry.","start":1690.46,"end":1690.96,"sentiment":"neutral","sentiment_score":-0.01169583946466446}],"sentiment":"neutral","sentiment_score":-0.01169583946466446,"channel":0,"num_words":1,"start":1690.46,"end":1690.96},{"sentences":[{"text":"See","start":1690.7251,"end":1691.2251,"sentiment":"neutral","sentiment_score":0.05196841061115265}],"sentiment":"neutral","sentiment_score":0.05196841061115265,"channel":1,"num_words":1,"start":1690.7251,"end":1691.2251},{"sentences":[{"text":"Have","start":1691.18,"end":1691.42,"sentiment":"neutral","sentiment_score":0.23457396030426023}],"sentiment":"neutral","sentiment_score":0.23457396030426023,"channel":0,"num_words":1,"start":1691.18,"end":1691.42},{"sentences":[{"text":"see","start":1691.285,"end":1691.765,"sentiment":"neutral","sentiment_score":0.14422044157981873}],"sentiment":"neutral","sentiment_score":0.14422044157981873,"channel":1,"num_words":1,"start":1691.285,"end":1691.765},{"sentences":[{"text":"a good one.","start":1691.42,"end":1692.24,"sentiment":"positive","sentiment_score":0.36878736813863117}],"sentiment":"positive","sentiment_score":0.36878736813863117,"channel":0,"num_words":3,"start":1691.42,"end":1692.24},{"sentences":[{"text":"you.","start":1691.765,"end":1692.265,"sentiment":"neutral","sentiment_score":0.22034355998039248},{"text":"Bye.","start":1692.5651,"end":1693.0651,"sentiment":"neutral","sentiment_score":0.17242485284805298}],"sentiment":"neutral","sentiment_score":0.19638420641422272,"channel":1,"num_words":2,"start":1691.765,"end":1693.0651},{"sentences":[{"text":"Bye.","start":1692.7001,"end":1693.2001,"sentiment":"neutral","sentiment_score":-0.11419370770454408}],"sentiment":"neutral","sentiment_score":-0.11419370770454408,"channel":0,"num_words":1,"start":1692.7001,"end":1693.2001}]},"summary":{"result":"success","short":"John from Oaktree Financial discusses a previous call with Tony, explaining that the claims team handles claims and has been investigating them for years. The customer and agent discuss the length of time it takes to resolve claims and advise the customer to use their super fund or a TPD claim with Hub twenty four to pay for their insurance policy. The customer is instructed to print bank details and sign the form, and the representative will provide an update on the claim once they receive necessary information. The customer is instructed to check their bank details for any changes and ensure their correct account number."},"intents":{"segments":[{"text":"So how can I assist? I guess, I'm just what calling what was to have the question my that my you payment might have had? job.","start_word":91,"end_word":116,"intents":[{"intent":"Assist with claims","confidence_score":0.20374174}]},{"text":"I guess, I'm just what calling what was to have the question my that my you payment might have had? job.","start_word":96,"end_word":116,"intents":[{"intent":"Identify misunderstanding","confidence_score":0.000012208826}]},{"text":"Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time.","start_word":183,"end_word":221,"intents":[{"intent":"Discuss claim timeline","confidence_score":0.012502535}]},{"text":"Now the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim. Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year, Right.","start_word":223,"end_word":289,"intents":[{"intent":"Provide confirmation","confidence_score":0.000009136387}]},{"text":"I believe the policy's been in place for a few years. I'd have to quickly look up exactly when the policy went in place, which I can do Yeah.","start_word":544,"end_word":572,"intents":[{"intent":"Clarify policy details","confidence_score":0.0116391815}]},{"text":"Is it a failure to disclose information at application stage, which is look.","start_word":739,"end_word":751,"intents":[{"intent":"Discuss","confidence_score":0.000006552979}]},{"text":"But I don't understand why it takes them twelve months. Yeah.","start_word":885,"end_word":895,"intents":[{"intent":"Understand","confidence_score":0.21160814}]},{"text":"How how they have the right to question me why I took so long when they don't have any rules?","start_word":896,"end_word":915,"intents":[{"intent":"Answer questions","confidence_score":0.0003952754}]},{"text":"is do we wanna look at finalizing and putting through a claim with Hub twenty four?","start_word":1239,"end_word":1254,"intents":[{"intent":"Finalize claim","confidence_score":0.19241348}]},{"text":"For the insurance, you pay a premium. It insures you for a benefit, and if the event happens, you can claim. They pay out that money.","start_word":1407,"end_word":1432,"intents":[{"intent":"Explain insurance coverage","confidence_score":0.000059758077},{"intent":"Explain insurance coverage","confidence_score":0.14805602}]},{"text":"If we have that money paid out from your super before you turn 60, there is gonna be some tax.","start_word":1501,"end_word":1520,"intents":[{"intent":"Resolve tax issues","confidence_score":0.014408292}]},{"text":"Did you send it back to Caden, or did you send it to hub twenty four directly?","start_word":1877,"end_word":1893,"intents":[{"intent":"Receive response from caden","confidence_score":5.2046907e-8}]},{"text":"That'd be a lot easier. yeah.","start_word":2172,"end_word":2177,"intents":[{"intent":"Request assistance","confidence_score":0.00011348113}]},{"text":"So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component.","start_word":2580,"end_word":2601,"intents":[{"intent":"Calculate tax deductions","confidence_score":0.41545418}]},{"text":"I will pre show the details on the bank nomination form, email it through to you. I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there.","start_word":3416,"end_word":3459,"intents":[{"intent":"Send request form","confidence_score":3.1985417e-7}]},{"text":"You're gonna get an email from me today with the bank nomination form. So all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it. Okay? Alright.","start_word":3642,"end_word":3685,"intents":[{"intent":"Submit bank nomination form","confidence_score":0.10219928},{"intent":"Print and submit form","confidence_score":0.0088276705}]},{"text":"While I might have your your bank details already, we we cross them out on the internal forms. So we only Yep.","start_word":3933,"end_word":3954,"intents":[{"intent":"Gather bank details","confidence_score":0.0015458688}]}]},"sentiments":{"segments":[{"text":"Hello? Hi, Tony. Larissa from Oaktree Financial here. How are you going?","start_word":0,"end_word":11,"sentiment":"neutral","sentiment_score":0.20213234424591064},{"text":"Very good. Thank you. That's good to hear.","start_word":12,"end_word":19,"sentiment":"positive","sentiment_score":0.7159652709960938},{"text":"I was just getting you a call just following on from your call on Friday. If you still have time today? Yes.","start_word":20,"end_word":41,"sentiment":"neutral","sentiment_score":0.1608671993017197},{"text":"I Perfect.","start_word":42,"end_word":43,"sentiment":"positive","sentiment_score":0.39243316650390625},{"text":"Before I jump into it, as always, I need to let you know that our calls are recorded. And if I could just get you some phone security for me. You have a a password on file? Do. It's just YourMother'sMaiden? Done. Perfect. Yep. Yep. Thank you. So how can I assist? I guess, I'm just what calling what was to have the question my that my you payment might have had? job. Yeah. Perfect. Yep. So I've I've I'm part of the, like, claims team internal here with Oaktree Financial, so I Yeah. help to oversee any of the claims from an an advice perspective, and I've been doing claims for sort of five years myself. So I have a bit of an intimate knowledge on how they sort of run, so I assist the Yeah. administration team. Now your claim has been with AIA for some time, and I did see the an email that was received last week from AIA with respect to your claim because it has been submitted with them for some time. Yep. Now the claim email did basically stipulate that they are bound by the life insurance code, which is that any determination has to be submitted with or has to be finalized within twelve months or during, you know, any waiting period for a TPD claim. Generally, that would stipulate twelve months, which did state that that claim had to be finalized by the August 1 year, Right. so Yeah. that would be twelve months. Yeah. They, however, did state that they found during the medical reporting on your claim that there was a missing disclosure at the time of your application where in 2020 oh, sorry. 2015, you had fluid drained from your lungs. Yep. You had disclosed that in 2020 sorry. In 2010 that you had fluid drained. However, there was a missing disclosure for the 2015 draining, and they were just reviewing that. I have been in contact with the on like, your claims assessor with AIA to follow-up and find out what's happening and what, I guess, they're looking into because they've received reports. They've received everything from the doctor, and I know that doctor Leong has been has provided, like, information in regards to your medical history and and everything like that, and they've assessed all the documents So that I have don't been understand received.","start_word":44,"end_word":442,"sentiment":"neutral","sentiment_score":-0.029407893104436703},{"text":"how something is missing. How can I discover ten months later if something's missing?","start_word":443,"end_word":456,"sentiment":"negative","sentiment_score":-0.44032254815101624},{"text":"So so when when you apply for insurance, you went through, like, that application. And on that application, it asks you for sort of any health issues or anything that happens. On that application, you disclosed that in 2010, you were hospitalized and fluid was drained from your lungs, but you failed to disclose the draining that happened or the the episode in 2015, which shows that there's been When an ongoing multiple did I sign issue. up for the insurance? When when did all this happen? I believe the policy's been in place for a few years. I'd have to quickly look up exactly when the policy went in place, which I can do Yeah. if you just give me one second. I'll just quickly grab the inception date of the policy. Just look in. Sorry. It might be a minute. Yep. You're on. Yep. There we go. Okay. So your policy anniversary date was the 05/15/2016. Alright. Okay. So And what what yep. I didn't tell you that I got my luggage right in 2015. Yep. So it's yeah. So your application stated that there was a 2030 episode, but it didn't state that there was a 2015 episode. So it's sort of, like, just over twelve months after like, sorry, before the policy went in place is when is when, I guess, They that medical incident they saying occurred.","start_word":457,"end_word":688,"sentiment":"neutral","sentiment_score":-0.10051368176937105},{"text":"I don't have a claim. They're not Yep. saying that at all. No. No. No.","start_word":689,"end_word":703,"sentiment":"negative","sentiment_score":-0.5287166833877563},{"text":"So I've I've, again, I've I've gone through claims that near on five years, and I've seen plenty of claims still paid irrespective of them finding a potential nondisclosure, which is essentially what this is. Is it a failure to disclose information at application stage, which is look.","start_word":704,"end_word":751,"sentiment":"neutral","sentiment_score":-0.18519414961338043},{"text":"It's a bit of a pain.","start_word":752,"end_word":757,"sentiment":"negative","sentiment_score":-0.4190535247325897},{"text":"It makes the claim a little bit harder, but what they're doing is they're essentially just looking at whether they, yes, would have accepted the policy at the time that the policy went in place had they known the information. It doesn't mean that the claims moot. It doesn't mean that they're not gonna pay out on the claim. It just means that they're investigating it. That Essentially, means it's taking longer, do it it can take longer. They're just they're just gonna wanna have a look at information as if they had looked at it back in 2016, which is a Like, bit but of they a questioned pain. me why it took me twelve months to put this claim in, and I explained myself then.","start_word":758,"end_word":884,"sentiment":"neutral","sentiment_score":-0.21358852088451383},{"text":"But I don't understand why it takes them twelve months.","start_word":885,"end_word":894,"sentiment":"negative","sentiment_score":-0.38419634103775024},{"text":"Yeah. How how they have the right to question me why I took so long when they don't have any rules? They they do have rules, and a lot of why it takes so long on their side is because their hands are bound by waiting for medical reports. So any of the But medical they reports still because have by now. I should have everything right now, I really. believe it at this stage, they have everything.","start_word":895,"end_word":972,"sentiment":"neutral","sentiment_score":-0.2222420573234558},{"text":"I can't see like, there's there's nothing pending from a claims perspective that they've raised that they're wanting further.","start_word":973,"end_word":991,"sentiment":"negative","sentiment_score":-0.40229201316833496},{"text":"And Melanie, who is the claims assessor, has been fantastic and actually being very communicative.","start_word":992,"end_word":1006,"sentiment":"positive","sentiment_score":0.4991446435451507},{"text":"So in giving us information and helping out, Yeah. I like, I work with Kaden. Kaden's, like, my direct offsider. He Yeah. and I work on all of the claims together. He has been very, very diligent in getting on top of any of our claims, but I know that, you know, him he and I speak weekly about any of the claims we have pending. And with your claim, we have spoken with the claims assessor ongoing about what is actually happening and how we're sort of assisting and dealing with it.","start_word":1007,"end_word":1099,"sentiment":"neutral","sentiment_score":0.19424366830818116},{"text":"So Melanie has been really, really good in trying to get us an update.","start_word":1100,"end_word":1113,"sentiment":"positive","sentiment_score":0.597081184387207},{"text":"We do pretty much the email back and forth weekly. We haven't heard back from her this week. Last email we obviously had was, as I said, at the end of last week, we received that email just basically stipulating that at this stage, while they are bound to the life insurance code of practice, the claim could take a little bit longer. We're trying everything we can to basically make sure that it's, you know, unable Yep.","start_word":1114,"end_word":1191,"sentiment":"neutral","sentiment_score":-0.2299274057149887},{"text":"to not not gonna impact you.","start_word":1192,"end_word":1197,"sentiment":"negative","sentiment_score":-0.34126266837120056},{"text":"Financially Yep. because I know you and I have spoken before. Financially speaking, I guess, what I wanna make sure, because I know that you were looking to do some traveling and and stuff like that with with some money, Yes. is do we wanna look at finalizing and putting through a claim with Hub twenty four? Because, ultimately speaking, you can essentially Yes. it's not called TPG. It's called what's called permanent capacity, but, essentially, it's the same kind of thing. It's the same requirements with Hub twenty four. We can put in a permanent capacity or a TPD claim with Hub twenty four and, essentially, have the money paid out from there as well. Yes. Yeah. Hub twenty four Yep. is your super, and we could look at putting a claim in that way through your super fund while we're still waiting for AIA to settle that side. Yeah. Yeah. Yeah. Because Well, the insurance I would like claim to do that. yeah. But Because do I I know have that to do that anyway? you don't have to. You'd you'd you're not under any any obligation to claim with hub twenty four. Obviously, the the the insurance in hub twenty four work a little bit differently. For the insurance, you pay a premium. It insures you for a benefit, and if the event happens, you can claim. They pay out that money. With your hub twenty four, that's an investment that you've been accruing over your working life, and, essentially, it's there preserved for when Yeah. you retire. I understand, Yeah. obviously, you're 50 just turned 56. If, you know, if we were to get that money paid out, we could have that money we could have that money paid out. However, you're 56. You're five years away from 60. If we have that money paid out from your super before you turn 60, there is gonna be some tax. We can still have it we can still assess you for basically term like, totally and totally disabled or, like, permanent capacity. So it means that you're permanently unable to work. So we could assess you under that and then just release the money that you need. So if you say you you call me one day and say, hey. I need to I I I need $10 or I want $10 because I really wanna go on this holiday and wanna go enjoy my life, then I can just release that little bit of money without Yeah. Yep. taking all of it out. So we don't have Yeah. to not not And not what? be A greedy. paycheck on that part? Well, the Do super I fund pays the super fund pays the tax. pay You don't personally pay the tax. The super fund will take correct care of it and quarantine it for you. But, yes, there would be tax that has to be paid before you're 60. After Yeah. you turn 60, we could pull out as much as we want without having to pay any tax at all, which should be great, but that's obviously a little under four years away. Alright. So, yeah, I would like to make a claim Yeah. Do if you I can still have get the yeah. Do you still have the forms? I know that the Caden emailed them to you some time ago money. now. Did you still have them? Do you want I us I sent to re some email paperwork them? in. He wants some forms from doctors again. Yep. Like, did send those in. Do you know when you sent that in? Did you email it or did you post it? I emailed. Emailed it? Are you able to send it through again? Because I I haven't received anything. I'll look Oh, no. They got it. Just so I rang up and make sure I did. Okay. Uh-uh. Let me maybe I'm crazy. The the two doctor reports. Yep. That'd Same. be the one. Yep. Three doctor's reports. That's all it was. Did you send it back to Caden, or did you send it to hub twenty four directly? Now it wouldn't have twenty four. It's it'll be out for you. Okay. But that'd be around around the time Gabe spoke to me last. Yeah. He spoke to me once. Yes. Yeah. Yeah. You've spoken to Kaden once, and I know you've spoken to Madison. And I know you've Yep. spoken to Amy, and you and I have spoken before. Yeah. I generally float in the background. Is there any chance you could forward it to me directly? Would I you have to see if I can find him. yeah. I'll Would see you if terribly I can mind? find him. I Yeah.","start_word":1198,"end_word":1997,"sentiment":"neutral","sentiment_score":0.01263010074326303},{"text":"thought That would I think be it was amazing.","start_word":1998,"end_word":2006,"sentiment":"positive","sentiment_score":0.3882412612438202},{"text":"texted. I think it would've texted it, sir. I'll I'll have a look and see if I can find anything text wise, because if it's text message, it'll be linked to your phone number, and see if I can find anything, Alright. and see if I can find anything that way if you text it through. Yeah. And Yeah. otherwise Of course. Yeah.","start_word":2007,"end_word":2069,"sentiment":"neutral","sentiment_score":0.03450513631105423},{"text":"A Oh, fantastic. a fan Phantom. Good.","start_word":2070,"end_word":2076,"sentiment":"positive","sentiment_score":0.46678584814071655},{"text":"Check out Let tech me history again. yes? Do you would you be able to could you would you be able to email them? Could you add the images to an email? I couldn't know how, but I should be out Shouldn't Yeah. I? What I'll do is I'll get Caden to text you now, and you if you can forward them to that the number that he's texting you from. That'll be the best way. But otherwise, in future, email is definitely safest. But Well, if if I can, I'll email text them.","start_word":2077,"end_word":2170,"sentiment":"neutral","sentiment_score":0.0952376276254654},{"text":"That'd be a lot easier.","start_word":2171,"end_word":2175,"sentiment":"positive","sentiment_score":0.4974276125431061},{"text":"yeah. That Cadence just text it text sent you a text message. The text message, I'll literally read it so that way you know it's come from me adjacent. It says, hi, Tony. This is Kaden from IQ Financial. Can you please email your documentation to and then there's an email address, but you can reply to that text message. If you reply to that text message, I'll get the images. Alright. So did you require my my license now as well? Everything that you have that you sent through last time, sent her again. I could double check to see what driver's license I have on file for you and where whether it's oh, come on, system. Load up for me. Just because you're tired. Monday afternoon.","start_word":2176,"end_word":2303,"sentiment":"neutral","sentiment_score":0.04335811361670494},{"text":"It's all slowing down. The coffee's wearing off.","start_word":2304,"end_word":2311,"sentiment":"negative","sentiment_score":-0.43909990787506104},{"text":"There we go. ID. Okay. The last ID I have on file for you expires 2027, so that's fine. I have valid ID on file for you, my darling.","start_word":2312,"end_word":2340,"sentiment":"neutral","sentiment_score":0.09287826716899872},{"text":"Good.","start_word":2341,"end_word":2341,"sentiment":"positive","sentiment_score":0.45863521099090576},{"text":"Alright. So it's just the other stuff. Yes.","start_word":2342,"end_word":2349,"sentiment":"neutral","sentiment_score":0.22923164069652557},{"text":"Just everything else would be good.","start_word":2350,"end_word":2355,"sentiment":"positive","sentiment_score":0.4106347858905792},{"text":"Alright. So so I sent it to you, this phone number here? Yes. So the phone number that we I just text you from, if you can send it through to that, that would be amazing. I should have thought that's right. Should be a number ending in 408? Yeah. Yeah. I've gotten the phone number.","start_word":2356,"end_word":2411,"sentiment":"neutral","sentiment_score":0.1622433215379715},{"text":"Perfect.","start_word":2412,"end_word":2412,"sentiment":"positive","sentiment_score":0.4501183032989502},{"text":"Yeah. If you can yeah. So I get through there, and I'll I'll get the documents, and I'll be able to Perfect. I'll wait. They should come through in just a hot second as soon as all of the bits and bobs fly through the universe. And I'll get them sent to Hub.","start_word":2413,"end_word":2465,"sentiment":"neutral","sentiment_score":0.28662556409835815},{"text":"Realistically and honestly, Hub twenty four pretty good.","start_word":2466,"end_word":2473,"sentiment":"positive","sentiment_score":0.4633687138557434},{"text":"Generally, the claims come back pretty quickly. Once the claim comes back, how much do you wanna look at withdrawing? Do you do you have a figure at the moment? Are you in need of money, I have or payments do you just to wanna alludes in tax. depends on how much you wanna pull out, and then I It's a 15. have to I have to do a bit of a calculation. It's not something I can just tell you straight off the top of my head. Yes. There's I I there's think 15 there's grand. there's math to to the to the to it. So, basically, how it works is anything before the age of 60 has 22% tax taken off it on the taxable component. Now your super fund with Hub twenty four is currently sitting let me just grab the actual figures. So there's taxable and tax free component. Currently, you have nearly $6 sitting in tax free, and you have a $174 sitting in taxable. So what that means is it will the money will the money will be paid to you for a rider across the two accounts. So Yeah. let me have So a look. I just So if paid my $15. you put out $15,000, you would have you would have some You would have some money come out of tax free portion, which means that your you wouldn't pay tax on it, and then the majority would come out of the taxable component. However, because we've claimed TPD, you actually get an uplift to that. And what happens is money from the taxable component transfers over the tax free component upon release, and you don't pay money on that. So it becomes a little bit more complicated than as easy as saying, yes. You're gonna pay 22% tax on Yeah. 15 Yep. grand. Look. Realistically speaking, if I just go with the most amount of tax you'd pay is 3,300. That Yeah. is the most amount of tax that you would pay upon release of $15. Yep. That's the easiest answer, but it's gonna Yep. be it's gonna be less. Yep. Yep. Fair enough. But That'd if be we just that'd be I'll be happy with that.","start_word":2474,"end_word":2849,"sentiment":"neutral","sentiment_score":-0.007800742240741532},{"text":"cool. So I can still have it so you you have $15 in the hand. That's fine.","start_word":2850,"end_word":2866,"sentiment":"positive","sentiment_score":0.37290331721305847},{"text":"And the the the tax will just come out of what's left in the super fund. Yeah. Yep. Yep.","start_word":2867,"end_word":2885,"sentiment":"neutral","sentiment_score":0.17285795509815216},{"text":"Cool.","start_word":2886,"end_word":2886,"sentiment":"positive","sentiment_score":0.4381019175052643},{"text":"Yep. So first things first is we need to go through the claim, then I can release the money. Yep. I think what we need to do, because currently your super fund does not have a bank nomination on it, is if I email you a bank nomination form, Yep. we can get your bank details added to your super fund. So it means when the Can claim is yeah. Sorry. I they cannot fill it out on the computer, or do I have to print it to fill it out and You need to sign it. I'm sorry, my darling. So you're gonna need to print it. I can prefill it for you if you're comfortable for me to do so, and then I can Yeah? send it to you all filled out, and all you need to do is print it, sign it, and then you can text it to me. But I believe you do need you. to sign it. Alright. And it has to be physical seeing you, not electronic seeing you. Is It does that have right? to be physical. Yeah. Yeah. Yep. And then Hub twenty four have a security measure when a bank account is added, the first time it's ever paid to that account. So upon the release of the $15, they're gonna call you, and they're gonna wanna verbally verify the details. It's just a security measure to make sure that, obviously, your money is not being taken by anyone that's Yeah. not you. Yep.","start_word":2887,"end_word":3140,"sentiment":"neutral","sentiment_score":0.029989188962330028},{"text":"Nice. Cool.","start_word":3141,"end_word":3142,"sentiment":"positive","sentiment_score":0.47209587693214417},{"text":"It's a bit of a pain in the butt, but it's protecting your money. Yeah. I just wanna pre tell you that part. So what I'll do is I'll get the bank nomination form. However, if you wanna tell me your bank details, I will pre fill the form with your bank details, email it to you filled out, and then all you need to do is print it, sign it, scan it, and send it back. Obviously, I want you to Okay. verify the details when you get it. If I've made an error, call me and tell me that I've made an error. But, generally, I'm pretty good, not the blue smoke. It's alright. Oh, well. I'm I was calling the card now. It has to be the BSB and account number, not card details, my darling. Alright.","start_word":3143,"end_word":3282,"sentiment":"neutral","sentiment_score":0.08968715289873737},{"text":"I'm good. I'm good. I'm good.","start_word":3283,"end_word":3288,"sentiment":"positive","sentiment_score":0.4790220558643341},{"text":"I'm Sorry.","start_word":3289,"end_word":3290,"sentiment":"neutral","sentiment_score":-0.15558727085590365},{"text":"I know. I'm a pain.","start_word":3291,"end_word":3295,"sentiment":"negative","sentiment_score":-0.4982748627662658},{"text":"good. Not you. Just hang on a minute. No. You're so fine.","start_word":3296,"end_word":3307,"sentiment":"neutral","sentiment_score":-0.02821081317961216},{"text":"Take your time, my darling. You're so you're okay. You can take your time.","start_word":3308,"end_word":3321,"sentiment":"positive","sentiment_score":0.43086570501327515},{"text":"It's probably the first time I've stopped today anyway, so it's giving me a a hot minute that I can relax. No. You're okay. How Alright. are you So going, be my darling? it the FBSP number, Yes? 484799? I know what that is. That is a Suncorp account. Correct. Uh-huh. And the account number? Give me one moment. Fixed account number? 353 Yep. 846 Yep. 067. Alright. I'm going to repeat it all to you. 484799. Account number 353846067. Yes. Perfect. And the account name is just Anthony Joyce. Yes. Alright. Perfect. Alright. I will pre show the details on the bank nomination form, email it through to you. I've received a text message with the claim form, so I will pop them through to hub twenty four and get them escalated with my people over there. And then I will touch base with you personally in, say, two weeks because that's the earliest I'm gonna hear anything from Hub twenty four. Yep. And I'll touch base with you. It'll either be Kayden or myself. It just sort of depends on how my week goes as to whether I'm gonna have the ability to give you a call personally. If not, Caiden Yeah. will do it, but him and I have a meeting weekly to touch base on everything and, you know, we kind of trade stories type of thing. So that way, we're both across everything. Yep. And what we'll do from there is just give you an update, let you know where things are at, make sure that you're kind of across it as well, and and go from there. Once I hear back from Hub twenty four about the claim going through, we can get the withdrawal happening on that side. Okay? Alright. So do you have to send me some design before you do that, You're gonna so the claim, I'm still gonna submit. Dan? You're gonna get an email from me today with the bank nomination form. So all you need to do is print out the bank's nomination form, double check the details, and email it back to me or or you can text it. Okay?","start_word":3322,"end_word":3684,"sentiment":"neutral","sentiment_score":0.08577442661789823},{"text":"Alright. Very good.","start_word":3685,"end_word":3687,"sentiment":"positive","sentiment_score":0.48852699995040894},{"text":"And once I have that, I'll send that to Hub twenty four as well, but the bank nomination form is not gonna hold the claim up. It's only gonna hold up Right. getting Yep. the claim Yep. paid out. But if you're Yeah. signing it today and submitting it, it'll be well and truly in place within it it only takes about three to five days to get the bank details on in the account. The claim's gonna take a minimum two weeks, but Yeah. two weeks is nothing. Yep. Okay. Correct. Wait twelve months. Alright. Exactly. No So I'll worries get at them all. I'll get that sent through to you So soon. I'll I'll wait just for your email, and I'll send it back print. to you. Yep. I just I just need to pre fill it, so it'll take me maybe ten ten minutes. Not too long. Pretty No quick worries. form. Alright. Cool. Alright. Was there any other questions you had while you had me on the phone? That's about all. Alright. I Perfect. I I should have done a bank thing originally, I think. We're not with Hub twenty four, you would have done it with AIA. Think. Yeah. Oh, it's a different form. Alright. Different different form, different company. I can't send AIA Yeah. to Hub twenty fours. Yep. Yeah. Alright.","start_word":3688,"end_word":3914,"sentiment":"neutral","sentiment_score":0.04766979068517685},{"text":"And I Very never like good.","start_word":3915,"end_word":3920,"sentiment":"negative","sentiment_score":-0.4479700028896332},{"text":"Yeah. taking details off one form and putting them on the other. While I might have your your bank details already, we we cross them out on the internal forms. So we only Yep. we don't we don't generally hold your bank details. Alright. Not that I can take money from a BSP and account number I can pay in, but that's not it. I we don't generally hold your bank details for anything longer Yes. Yes. than we Alright. need to. Yep. I always like double checking to make sure that that's still the account that you want money paid into anyway. Alright. I'll wait for your email, and I'll send it back to you.","start_word":3921,"end_word":4036,"sentiment":"neutral","sentiment_score":-0.042448781944554426},{"text":"Perfection. Alright. I'll have it with you very shortly. Alright. Thank you. Not a problem, Anthony.","start_word":4037,"end_word":4052,"sentiment":"positive","sentiment_score":0.4764402210712433},{"text":"Well, Alright. sorry. See Have see a good one. you. Bye. Bye.","start_word":4053,"end_word":4064,"sentiment":"neutral","sentiment_score":0.17856523394584656}],"average":{"sentiment":"neutral","sentiment_score":0.016177433632607346}}}}