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In the last advice document in 2024, Tarek recommended that he cancel the life in TPD for 09/4000. And then there's a cancellation letter for the BT protection plan for the policy number ending in 026. And then no. That's okay. You're fine. And then I've got a cancellation letter in here as well. Wrong person. Matthew. Forms insurance through. Policy cancellation. That's okay. You're fine. So it yes. So policy number LO997026, term life as superannuation. It says we've canceled your policy. So from what I can see, he doesn't have anything else. He only has the income protection policy with Tau, and that is as of his annual review January last year. Yeah. Easy. Yep. Perfect. Mhmm. According to what I have, we should have a TPA on there already because they got researched last year. I'm just double checking to see if I can see a TPA. It's retained. I don't know if they need the a policy number attached to it. It doesn't tell me that there was one applied, but I think we have done research before. You could always give them a call and see if they have a TPA on file for the client. If not, we'll have to get one completed. So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage. So we just kind of need to get sorry. I'm just finding an email here. We just need to get updated balances from them. And if we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there. Yeah. And it'll just be other than that, his balance. Does that help? Yeah. That's okay. Yeah. That's fine. Oh, perfect. Perfect. Thank you. All good. No worries. I'll just go with that's okay. I'll just go with what I got. There's no issues at all, and we'll probably do advice to him anyway. So that'll be okay. What else am I thinking about? Yeah. If you do have me get the balance, feel free to let me know. I think it's due for an OSA too, isn't it? Because it's due for in January for his annual review. Yeah. Are you happy if I just do the AR and then we just send the docs afterwards like we have been just so you don't have to rush them? Yep. Perfect. Yep. Mhmm. Okay. Yep. Perfect. No worries at all. That's okay. No problem. See you. 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Michelle. Yeah. That's okay. It's no issue at all. Mhmm.\n\nYes. That's okay. Yeah. Well, the BT so the TAL policy is only his income protection policy, and that was what was retained. In the last advice document in 2024, Tarek recommended that he cancel the life in TPD for 09/4000.\n\nAnd then there's a cancellation letter for the BT protection plan for the policy number ending in 026. And then no. That's okay. You're fine. And then I've got a cancellation letter in here as well.\n\nWrong person. Matthew. Forms insurance through. Policy cancellation. That's okay.\n\nYou're fine. So it yes. So policy number LO997026, term life as superannuation. It says we've canceled your policy. So from what I can see, he doesn't have anything else.\n\nHe only has the income protection policy with Tau, and that is as of his annual review January last year. Yeah. Easy. Yep. Perfect.\n\nMhmm. According to what I have, we should have a TPA on there already because they got researched last year. I'm just double checking to see if I can see a TPA. It's retained. I don't know if they need the a policy number attached to it.\n\nIt doesn't tell me that there was one applied, but I think we have done research before. You could always give them a call and see if they have a TPA on file for the client. If not, we'll have to get one completed. So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage. So we just kind of need to get sorry.\n\nI'm just finding an email here. We just need to get updated balances from them. And if we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there. Yeah. And it'll just be other than that, his balance.\n\nDoes that help? Yeah. That's okay. Yeah. That's fine.\n\nOh, perfect. Perfect. Thank you. All good. No worries.\n\nI'll just go with that's okay. I'll just go with what I got. There's no issues at all, and we'll probably do advice to him anyway. So that'll be okay. What else am I thinking about?\n\nYeah. If you do have me get the balance, feel free to let me know. I think it's due for an OSA too, isn't it? Because it's due for in January for his annual review. Yeah.\n\nAre you happy if I just do the AR and then we just send the docs afterwards like we have been just so you don't have to rush them? Yep. Perfect. Yep. Mhmm.\n\nOkay. Yep. Perfect. No worries at all. That's okay.\n\nNo problem. See you. Bye.","paragraphs":[{"sentences":[{"text":"Hey, Michelle.","start":1.76,"end":2.58,"sentiment":"neutral","sentiment_score":0.07936302945017815},{"text":"Yeah.","start":7.9199996,"end":8.24,"sentiment":"neutral","sentiment_score":0.1584014892578125},{"text":"That's okay.","start":8.24,"end":8.96,"sentiment":"neutral","sentiment_score":0.31204961240291595},{"text":"It's no issue at all.","start":8.96,"end":10.82,"sentiment":"positive","sentiment_score":0.39191523790359495},{"text":"Mhmm.","start":22.505001,"end":23.005001,"sentiment":"neutral","sentiment_score":0.004964314866811037}],"sentiment":"neutral","sentiment_score":0.2641606615771624,"num_words":11,"start":1.76,"end":23.005001},{"sentences":[{"text":"Yes.","start":23.545,"end":24.045,"sentiment":"neutral","sentiment_score":0.025242958217859268},{"text":"That's okay.","start":35.21,"end":36.03,"sentiment":"neutral","sentiment_score":0.08039789646863937},{"text":"Yeah.","start":47.455,"end":47.955,"sentiment":"neutral","sentiment_score":0.005454257130622864},{"text":"Well, the BT so the TAL policy is only his income protection policy, and that was what was retained.","start":66.23,"end":73.13,"sentiment":"neutral","sentiment_score":-0.0879326376475786},{"text":"In the last advice document in 2024, Tarek recommended that he cancel the life in TPD for 09/4000.","start":73.51,"end":83.775,"sentiment":"neutral","sentiment_score":-0.16126144625660446}],"sentiment":"neutral","sentiment_score":-0.10687641803992957,"num_words":41,"start":23.545,"end":83.775},{"sentences":[{"text":"And then there's a cancellation letter for the BT protection plan for the policy number ending in 026.","start":86.075005,"end":95.35,"sentiment":"neutral","sentiment_score":-0.0389160407293174},{"text":"And then no.","start":99.33,"end":100.37,"sentiment":"neutral","sentiment_score":-0.09021098415056865},{"text":"That's okay.","start":100.37,"end":101.090004,"sentiment":"neutral","sentiment_score":-0.02299824170768261},{"text":"You're fine.","start":101.090004,"end":101.73,"sentiment":"neutral","sentiment_score":0.06564335711300373},{"text":"And then I've got a cancellation letter in here as well.","start":101.73,"end":105.270004,"sentiment":"neutral","sentiment_score":-0.11875148930332878}],"sentiment":"neutral","sentiment_score":-0.06089160658626093,"num_words":36,"start":86.075005,"end":105.270004},{"sentences":[{"text":"Wrong person.","start":106.295,"end":107.115,"sentiment":"negative","sentiment_score":-0.3755428045988083},{"text":"Matthew.","start":109.895004,"end":110.395004,"sentiment":"neutral","sentiment_score":-0.11998651921749116},{"text":"Forms insurance through.","start":111.575,"end":113.515,"sentiment":"neutral","sentiment_score":-0.13589182992776236},{"text":"Policy 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else.","start":140.35501,"end":144.035,"sentiment":"neutral","sentiment_score":-0.046634962782263756}],"sentiment":"neutral","sentiment_score":-0.0033799081419905027,"num_words":30,"start":126.27,"end":144.035},{"sentences":[{"text":"He only has the income protection policy with Tau, and that is as of his annual review January last 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see if I can see a TPA.","start":180.5,"end":183.08,"sentiment":"neutral","sentiment_score":-0.020463341381400824},{"text":"It's retained.","start":190.02,"end":190.84,"sentiment":"neutral","sentiment_score":-0.07335749641060829},{"text":"I don't know if they need the a policy number attached to it.","start":193.295,"end":197.875,"sentiment":"neutral","sentiment_score":-0.10099327678863819}],"sentiment":"neutral","sentiment_score":-0.03713746408515788,"num_words":47,"start":169.555,"end":197.875},{"sentences":[{"text":"It doesn't tell me that there was one applied, but I think we have done research before.","start":199.13501,"end":207.13,"sentiment":"neutral","sentiment_score":-0.07738167244721861},{"text":"You could always give them a call and see if they have a TPA on file for the client.","start":207.83,"end":212.63,"sentiment":"neutral","sentiment_score":-0.036183631929912065},{"text":"If not, we'll have to get one completed.","start":212.63,"end":215.45,"sentiment":"neutral","sentiment_score":-0.08130053617060184},{"text":"So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage.","start":217.60501,"end":227.785,"sentiment":"neutral","sentiment_score":-0.0004090268371833694},{"text":"So we just kind of need to get sorry.","start":227.845,"end":232.20999,"sentiment":"neutral","sentiment_score":-0.08960707030362552}],"sentiment":"neutral","sentiment_score":-0.043386113562155514,"num_words":80,"start":199.13501,"end":232.20999},{"sentences":[{"text":"I'm just finding an email here.","start":232.20999,"end":233.83,"sentiment":"neutral","sentiment_score":-0.057134501015146576},{"text":"We just need to get updated balances from them.","start":234.29,"end":237.83,"sentiment":"neutral","sentiment_score":0.03974260182844268},{"text":"And if we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there.","start":237.97,"end":247.585,"sentiment":"neutral","sentiment_score":0.28011068398201905},{"text":"Yeah.","start":249.165,"end":249.405,"sentiment":"neutral","sentiment_score":0.07025330513715744},{"text":"And it'll just be other than that, his balance.","start":249.405,"end":251.485,"sentiment":"neutral","sentiment_score":0.04870324209332466}],"sentiment":"neutral","sentiment_score":0.15550860311262882,"num_words":52,"start":232.20999,"end":251.485},{"sentences":[{"text":"Does that help?","start":251.485,"end":252.305,"sentiment":"neutral","sentiment_score":0.09567034741242726},{"text":"Yeah.","start":253.885,"end":254.385,"sentiment":"neutral","sentiment_score":0.017190508544445038},{"text":"That's okay.","start":265.8,"end":267.5,"sentiment":"neutral","sentiment_score":0.027141155675053596},{"text":"Yeah.","start":271.345,"end":271.845,"sentiment":"neutral","sentiment_score":0.06264936923980713},{"text":"That's 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okay.","start":294.62,"end":296.08502,"sentiment":"neutral","sentiment_score":0.2829124927520752},{"text":"I'll just go with what I got.","start":296.08502,"end":297.36502,"sentiment":"positive","sentiment_score":0.3531608836991446},{"text":"There's no issues at all, and we'll probably do advice to him anyway.","start":297.36502,"end":302.98502,"sentiment":"neutral","sentiment_score":0.28335571862184084},{"text":"So that'll be okay.","start":303.36502,"end":305.625,"sentiment":"neutral","sentiment_score":0.18602628260850906},{"text":"What else am I thinking about?","start":306.405,"end":308.185,"sentiment":"neutral","sentiment_score":0.034161507772902645}],"sentiment":"neutral","sentiment_score":0.2445083239322735,"num_words":36,"start":294.62,"end":308.185},{"sentences":[{"text":"Yeah.","start":308.36,"end":308.68,"sentiment":"neutral","sentiment_score":0.029828384518623352},{"text":"If you do have me get the balance, feel free to let me 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I thought it just might be less confusing if I give you a call. Okay? Okay. So looking at Matthew Hodges, when I go in and look at his last annual review, I can see they've only got the Cal COC. But if we look at the rolling fact find, there is also hurry up. Sorry. I know you gotta get call him in a minute. That one. No. Yeah. So the towel thing, that was fine. I was all good with finding that. It's just that they the military super, and there was previously BT protection plan. So do I disregard those now because they now are the tell? Yep. Mhmm. Mhmm. Okay. Okay. Okay. Perfect. Okay. Sorry. See, I went down to correspondence, so I shouldn't have got a correspondence. I should have gone into research and into. Yep. Okay. Alright. Nope. Mhmm. Mhmm. Right. Okay. Okay. Perfect. Well, it it's in there. Yeah. Now what was I I was gonna ask you another question. So with military super, do we contact them, or should we get a TPA for them? Mhmm. Yeah. Because I couldn't see one. Not with a a number attached to it. Oh, okay. No. Mhmm. Yep. Okay. Yep. Yep. Yep. Yes. Yes. It does. I've never had to do anything with military super before, and I'm going through here looking for a freaking number and everything. And so, look, I'll give him a call now. If I get the information while you're on the call, I'll drop it into I'll I'll just drop it into Teams so you'll have it. And what was the other thing? Okay. Let's just check. I'm just gonna do a quick check and see if he's got a what do you call that? A beneficiary? Oh, he does. He's got three. And I've actually dropped that into the sheet. So alrighty. Alright. Okay. No worries. Thank you. Okay. Okay. I'm checking his OSA. He sure is. Yep. He he yep. Yep. Yep. Absolutely. I've I've got them mostly there. So I will send through to him an updated OSA work. So if you could just let him know because he he has run out. Alrighty. Okay. Thank you, Dana. Okay. Thank you. Take care. Okay, love. Bye bye. 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I thought it just might be less confusing if I give you a call. Okay? Okay. So looking at Matthew Hodges, when I go in and look at his last annual review, I can see they've only got the Cal COC.\n\nBut if we look at the rolling fact find, there is also hurry up. Sorry. I know you gotta get call him in a minute. That one. No.\n\nYeah. So the towel thing, that was fine. I was all good with finding that. It's just that they the military super, and there was previously BT protection plan. So do I disregard those now because they now are the tell?\n\nYep. Mhmm. Mhmm. Okay. Okay.\n\nOkay. Perfect. Okay. Sorry. See, I went down to correspondence, so I shouldn't have got a correspondence.\n\nI should have gone into research and into. Yep. Okay. Alright. Nope.\n\nMhmm. Mhmm. Right. Okay. Okay.\n\nPerfect. Well, it it's in there. Yeah. Now what was I I was gonna ask you another question. So with military super, do we contact them, or should we get a TPA for them?\n\nMhmm. Yeah. Because I couldn't see one. Not with a a number attached to it. Oh, okay.\n\nNo. Mhmm. Yep. Okay. Yep.\n\nYep. Yep. Yes. Yes. It does.\n\nI've never had to do anything with military super before, and I'm going through here looking for a freaking number and everything. And so, look, I'll give him a call now. If I get the information while you're on the call, I'll drop it into I'll I'll just drop it into Teams so you'll have it. And what was the other thing? Okay.\n\nLet's just check. I'm just gonna do a quick check and see if he's got a what do you call that? A beneficiary? Oh, he does. He's got three.\n\nAnd I've actually dropped that into the sheet. So alrighty. Alright. Okay. No worries.\n\nThank you. Okay. Okay. I'm checking his OSA. He sure is.\n\nYep. He he yep. Yep. Yep. Absolutely.\n\nI've I've got them mostly there. So I will send through to him an updated OSA work. So if you could just let him know because he he has run out. Alrighty. Okay.\n\nThank you, Dana. Okay. Thank you. Take care. Okay, love.\n\nBye bye. 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tell?","start":59.56,"end":65.1,"sentiment":"neutral","sentiment_score":-0.0923927625020345}],"sentiment":"neutral","sentiment_score":0.04447701468882037,"num_words":41,"start":42.984997,"end":65.1},{"sentences":[{"text":"Yep.","start":76.765,"end":77.265,"sentiment":"neutral","sentiment_score":-0.049856703728437424},{"text":"Mhmm.","start":77.405,"end":77.905,"sentiment":"neutral","sentiment_score":-0.1171625405550003},{"text":"Mhmm.","start":85.68,"end":85.92,"sentiment":"neutral","sentiment_score":-0.04763447493314743},{"text":"Okay.","start":85.92,"end":86.42,"sentiment":"neutral","sentiment_score":-0.025998296216130257},{"text":"Okay.","start":92.015,"end":92.515,"sentiment":"neutral","sentiment_score":-0.02572839893400669}],"sentiment":"neutral","sentiment_score":-0.05327608287334442,"num_words":5,"start":76.765,"end":92.515},{"sentences":[{"text":"Okay.","start":96.015,"end":96.515,"sentiment":"neutral","sentiment_score":0.0937977135181427},{"text":"Perfect.","start":96.735,"end":97.235,"sentiment":"neutral","sentiment_score":0.20239877700805664},{"text":"Okay.","start":97.775,"end":98.275,"sentiment":"neutral","sentiment_score":0.040768206119537354},{"text":"Sorry.","start":98.655,"end":99.155,"sentiment":"neutral","sentiment_score":-0.039168473333120346},{"text":"See, I went down to correspondence, so I shouldn't have got a correspondence.","start":117.965,"end":121.744995,"sentiment":"neutral","sentiment_score":-0.16728781851438376}],"sentiment":"neutral","sentiment_score":-0.11040855396319837,"num_words":17,"start":96.015,"end":121.744995},{"sentences":[{"text":"I should have gone into research and into.","start":121.884995,"end":124.705,"sentiment":"neutral","sentiment_score":-0.18364308215677738},{"text":"Yep.","start":134.7,"end":135.2,"sentiment":"neutral","sentiment_score":0.01485545001924038},{"text":"Okay.","start":139.355,"end":139.855,"sentiment":"neutral","sentiment_score":0.01866444386541843},{"text":"Alright.","start":140.555,"end":140.955,"sentiment":"neutral","sentiment_score":0.016715748235583305},{"text":"Nope.","start":140.955,"end":141.455,"sentiment":"neutral","sentiment_score":-0.07255100458860397}],"sentiment":"neutral","sentiment_score":-0.12428833497688174,"num_words":12,"start":121.884995,"end":141.455},{"sentences":[{"text":"Mhmm.","start":147.915,"end":148.415,"sentiment":"neutral","sentiment_score":-0.0008777778130024672},{"text":"Mhmm.","start":148.955,"end":149.455,"sentiment":"neutral","sentiment_score":0.00482654944062233},{"text":"Right.","start":157.45,"end":157.95,"sentiment":"neutral","sentiment_score":0.052784912288188934},{"text":"Okay.","start":158.81,"end":159.31,"sentiment":"neutral","sentiment_score":0.11175939440727234},{"text":"Okay.","start":159.84999,"end":160.34999,"sentiment":"neutral","sentiment_score":0.2328268885612488}],"sentiment":"neutral","sentiment_score":0.08026399337686599,"num_words":5,"start":147.915,"end":160.34999},{"sentences":[{"text":"Perfect.","start":160.41,"end":160.89,"sentiment":"positive","sentiment_score":0.6378666162490845},{"text":"Well, it it's in there.","start":160.89,"end":162.43,"sentiment":"positive","sentiment_score":0.4946702539920807},{"text":"Yeah.","start":162.81,"end":163.31,"sentiment":"neutral","sentiment_score":0.23620209097862244},{"text":"Now what was I I was gonna ask you another question.","start":165.155,"end":167.315,"sentiment":"neutral","sentiment_score":0.029513974420048973},{"text":"So with military super, do we contact them, or should we get a TPA for them?","start":167.315,"end":172.295,"sentiment":"neutral","sentiment_score":-0.018020225048530847}],"sentiment":"neutral","sentiment_score":0.09952206161859281,"num_words":34,"start":160.41,"end":172.295},{"sentences":[{"text":"Mhmm.","start":180.93,"end":181.43,"sentiment":"neutral","sentiment_score":-0.009007766842842102},{"text":"Yeah.","start":183.65,"end":183.97,"sentiment":"neutral","sentiment_score":-0.03298734128475189},{"text":"Because I couldn't see one.","start":183.97,"end":185.67,"sentiment":"neutral","sentiment_score":-0.06943612322211265},{"text":"Not with a a number attached to it.","start":189.985,"end":192.325,"sentiment":"neutral","sentiment_score":-0.08739485964179039},{"text":"Oh, okay.","start":198.385,"end":199.20499,"sentiment":"neutral","sentiment_score":-0.01904216967523098}],"sentiment":"neutral","sentiment_score":-0.06625993768958484,"num_words":17,"start":180.93,"end":199.20499},{"sentences":[{"text":"No.","start":203.28,"end":203.78,"sentiment":"neutral","sentiment_score":-0.11073630303144456},{"text":"Mhmm.","start":212.415,"end":212.915,"sentiment":"neutral","sentiment_score":-0.043609507381916046},{"text":"Yep.","start":216.415,"end":216.89499,"sentiment":"neutral","sentiment_score":0.007915794849395752},{"text":"Okay.","start":216.89499,"end":217.39499,"sentiment":"neutral","sentiment_score":0.015529211610555649},{"text":"Yep.","start":234.43,"end":234.93,"sentiment":"neutral","sentiment_score":0.05186890810728073}],"sentiment":"neutral","sentiment_score":-0.01580637916922569,"num_words":5,"start":203.28,"end":234.93},{"sentences":[{"text":"Yep.","start":238.285,"end":238.785,"sentiment":"neutral","sentiment_score":0.08813761919736862},{"text":"Yep.","start":248.04501,"end":248.46,"sentiment":"neutral","sentiment_score":0.07361206412315369},{"text":"Yes.","start":253.02,"end":253.34001,"sentiment":"neutral","sentiment_score":0.06675807386636734},{"text":"Yes.","start":253.34001,"end":253.66,"sentiment":"neutral","sentiment_score":0.09430967271327972},{"text":"It does.","start":253.66,"end":254.14,"sentiment":"neutral","sentiment_score":0.10697907581925392}],"sentiment":"neutral","sentiment_score":0.08946259692311287,"num_words":6,"start":238.285,"end":254.14},{"sentences":[{"text":"I've never had to do anything with military super before, and I'm going through here looking for a freaking number and everything.","start":254.14,"end":259.66,"sentiment":"neutral","sentiment_score":-0.12043799815530126},{"text":"And so, look, I'll give him a call now.","start":259.66,"end":262.16,"sentiment":"neutral","sentiment_score":0.017858499971528847},{"text":"If I get the information while you're on the call, I'll drop it into I'll I'll just drop it into Teams so you'll have it.","start":262.38,"end":271.845,"sentiment":"neutral","sentiment_score":0.02164590697735548},{"text":"And what was the other thing?","start":272.945,"end":274.945,"sentiment":"neutral","sentiment_score":0.036768827587366104},{"text":"Okay.","start":274.945,"end":275.345,"sentiment":"neutral","sentiment_score":0.02584198862314224}],"sentiment":"neutral","sentiment_score":-0.027004870334787975,"num_words":63,"start":254.14,"end":275.345},{"sentences":[{"text":"Let's just check.","start":275.345,"end":276.58,"sentiment":"neutral","sentiment_score":0.022605618461966515},{"text":"I'm just gonna do a quick check and see if he's got a what do you call that?","start":276.58,"end":281.96,"sentiment":"neutral","sentiment_score":0.0233630388457742},{"text":"A beneficiary?","start":282.41998,"end":285.96,"sentiment":"neutral","sentiment_score":0.011533659882843494},{"text":"Oh, he does.","start":286.66,"end":287.22,"sentiment":"neutral","sentiment_score":0.06217738861838976},{"text":"He's got three.","start":287.22,"end":288.12,"sentiment":"neutral","sentiment_score":0.0734294851620992}],"sentiment":"neutral","sentiment_score":0.03166343088679273,"num_words":29,"start":275.345,"end":288.12},{"sentences":[{"text":"And I've actually dropped that into the sheet.","start":288.34,"end":290.41998,"sentiment":"neutral","sentiment_score":0.1835964871570468},{"text":"So alrighty.","start":290.41998,"end":292.14502,"sentiment":"positive","sentiment_score":0.42973820865154266},{"text":"Alright.","start":292.445,"end":292.845,"sentiment":"neutral","sentiment_score":0.320656955242157},{"text":"Okay.","start":292.845,"end":293.345,"sentiment":"positive","sentiment_score":0.3512362241744995},{"text":"No worries.","start":294.045,"end":294.605,"sentiment":"neutral","sentiment_score":0.17856299132108688}],"sentiment":"neutral","sentiment_score":0.23980481975844928,"num_words":14,"start":288.34,"end":294.605},{"sentences":[{"text":"Thank you.","start":294.605,"end":295.345,"sentiment":"neutral","sentiment_score":0.32396504282951355},{"text":"Okay.","start":304.06,"end":304.56,"sentiment":"neutral","sentiment_score":0.1808099001646042},{"text":"Okay.","start":307.18,"end":307.68,"sentiment":"neutral","sentiment_score":0.02124466747045517},{"text":"I'm checking his OSA.","start":308.53998,"end":310.0,"sentiment":"neutral","sentiment_score":0.023665294982492924},{"text":"He sure is.","start":315.18,"end":316.32,"sentiment":"neutral","sentiment_score":0.04897220432758331}],"sentiment":"neutral","sentiment_score":0.09923294965516437,"num_words":11,"start":294.605,"end":316.32},{"sentences":[{"text":"Yep.","start":316.815,"end":317.215,"sentiment":"neutral","sentiment_score":0.12427638471126556},{"text":"He he yep.","start":317.215,"end":323.23502,"sentiment":"neutral","sentiment_score":0.15276089558998743},{"text":"Yep.","start":325.775,"end":326.255,"sentiment":"neutral","sentiment_score":0.09850719571113586},{"text":"Yep.","start":326.255,"end":326.755,"sentiment":"neutral","sentiment_score":0.14202868938446045},{"text":"Absolutely.","start":326.895,"end":327.395,"sentiment":"neutral","sentiment_score":0.26684367656707764}],"sentiment":"neutral","sentiment_score":0.1557055190205574,"num_words":7,"start":316.815,"end":327.395},{"sentences":[{"text":"I've I've got them mostly there.","start":327.855,"end":330.335,"sentiment":"neutral","sentiment_score":0.2556527505318324},{"text":"So I will send through to him an updated OSA work.","start":330.335,"end":337.71,"sentiment":"neutral","sentiment_score":0.15505738962780347},{"text":"So if you could just let him know because he he has run out.","start":337.71,"end":340.61,"sentiment":"neutral","sentiment_score":0.07623301712529999},{"text":"Alrighty.","start":342.46295,"end":342.96295,"sentiment":"neutral","sentiment_score":0.19384053349494937},{"text":"Okay.","start":343.58295,"end":343.98294,"sentiment":"neutral","sentiment_score":0.15741290152072906}],"sentiment":"neutral","sentiment_score":0.14115343829899124,"num_words":33,"start":327.855,"end":343.98294},{"sentences":[{"text":"Thank you, Dana.","start":343.98294,"end":345.34296,"sentiment":"neutral","sentiment_score":0.3061729967594147},{"text":"Okay.","start":345.34296,"end":345.66293,"sentiment":"neutral","sentiment_score":0.18135228753089905},{"text":"Thank you.","start":345.66293,"end":345.98294,"sentiment":"neutral","sentiment_score":0.280652716755867},{"text":"Take care.","start":345.98294,"end":346.72293,"sentiment":"neutral","sentiment_score":0.027304455637931824},{"text":"Okay, love.","start":347.18295,"end":347.90295,"sentiment":"positive","sentiment_score":0.5231493711471558}],"sentiment":"neutral","sentiment_score":0.2762084364891052,"num_words":10,"start":343.98294,"end":347.90295},{"sentences":[{"text":"Bye bye.","start":347.90295,"end":348.64294,"sentiment":"neutral","sentiment_score":0.27205029129981995},{"text":"Bye.","start":348.78296,"end":349.28296,"sentiment":"neutral","sentiment_score":-0.10046086460351944}],"sentiment":"neutral","sentiment_score":0.14787990599870682,"num_words":3,"start":347.90295,"end":349.28296}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hey, Michelle.\n\nChannel 1: Hello. I thought it just might be less confusing if I give you a call. Okay?\n\nChannel 0: Yeah. That's okay. It's no issue at all.\n\nChannel 1: Okay. So looking at Matthew Hodges, when I go in and look at his last annual review, I can see they've only got the Cal COC.\n\nChannel 0: Mhmm.\n\nChannel 1: But\n\nChannel 0: Yes.\n\nChannel 1: if we look at the rolling fact find, there is also hurry up. Sorry. I know you gotta get call him in a minute.\n\nChannel 0: That's okay.\n\nChannel 1: That one. No. Yeah. So the towel thing, that was fine. I was all good with finding that.\n\nIt's\n\nChannel 0: Yeah.\n\nChannel 1: just that they the military super, and there was previously BT protection plan. So do I disregard those now because they now are the tell?\n\nChannel 0: Well, the BT so the TAL policy is only his income protection policy, and that was what was retained. In the last advice document in 2024,\n\nChannel 1: Yep. Mhmm.\n\nChannel 0: Tarek recommended that he cancel the life in TPD for 09/4000.\n\nChannel 1: Mhmm. Okay.\n\nChannel 0: And then there's a cancellation letter for the BT protection plan for\n\nChannel 1: Okay.\n\nChannel 0: the policy number ending in 026.\n\nChannel 1: Okay. Perfect. Okay. Sorry.\n\nChannel 0: And then no. That's okay. You're fine. And then I've got a cancellation letter in here as well. Wrong person.\n\nMatthew. Forms insurance through.\n\nChannel 1: See, I\n\nChannel 0: Policy\n\nChannel 1: went down\n\nChannel 0: cancellation.\n\nChannel 1: to correspondence, so I shouldn't have got a correspondence. I should have gone into research and into.\n\nChannel 0: That's okay. You're fine. So it yes. So policy number LO997026,\n\nChannel 1: Yep.\n\nChannel 0: term life as superannuation. It says we've canceled your policy.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Alright.\n\nChannel 0: from what\n\nChannel 1: Nope.\n\nChannel 0: I can see, he doesn't have anything else. He only has the income protection policy with Tau,\n\nChannel 1: Mhmm. Mhmm.\n\nChannel 0: and that is as of his annual review January last year.\n\nChannel 1: Right. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Perfect. Well, it it's\n\nChannel 0: Easy.\n\nChannel 1: in there. Yeah.\n\nChannel 0: Yep. Perfect.\n\nChannel 1: Now what was I I was gonna ask you another question. So with military super, do we contact\n\nChannel 0: Mhmm.\n\nChannel 1: them, or should we get a TPA for them?\n\nChannel 0: According to what I have, we should have a TPA on there already because they got researched last year. I'm just\n\nChannel 1: Mhmm.\n\nChannel 0: double checking to see if I can see a TPA.\n\nChannel 1: Yeah. Because I couldn't see one. Not\n\nChannel 0: It's\n\nChannel 1: with\n\nChannel 0: retained.\n\nChannel 1: a a number attached to it.\n\nChannel 0: I don't know if they need the a policy number attached to it.\n\nChannel 1: Oh, okay.\n\nChannel 0: It doesn't tell me that there was one applied,\n\nChannel 1: No.\n\nChannel 0: but I think we have done research before. You could always give them a call and see if they have a TPA on file for the client.\n\nChannel 1: Mhmm.\n\nChannel 0: If not, we'll have to get one completed.\n\nChannel 1: Yep. Okay.\n\nChannel 0: So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage. So we just kind of need to get sorry. I'm just finding an email here. We\n\nChannel 1: Yep.\n\nChannel 0: just need to get updated balances from them. And if\n\nChannel 1: Yep.\n\nChannel 0: we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. And it'll just be other than that, his balance. Does that help?\n\nChannel 1: Yes. Yes. It does.\n\nChannel 0: Yeah.\n\nChannel 1: I've never had to do anything with military super before, and I'm going through here looking for a freaking number and everything. And so, look, I'll give him a call now. If I get the information while you're on the call, I'll\n\nChannel 0: That's\n\nChannel 1: drop it into\n\nChannel 0: okay.\n\nChannel 1: I'll I'll just drop it into Teams so you'll have it.\n\nChannel 0: Yeah. That's fine.\n\nChannel 1: And what was the other thing? Okay. Let's just check. I'm just gonna do a quick check and see if he's got a what do you call that? A beneficiary?\n\nOh, he does. He's got three. And I've actually\n\nChannel 0: Oh,\n\nChannel 1: dropped\n\nChannel 0: perfect.\n\nChannel 1: that into the sheet. So\n\nChannel 0: Perfect.\n\nChannel 1: alrighty.\n\nChannel 0: Thank you.\n\nChannel 1: Alright. Okay.\n\nChannel 0: All good. No worries.\n\nChannel 1: No worries. Thank\n\nChannel 0: I'll\n\nChannel 1: you.\n\nChannel 0: just go with that's okay. I'll just go with what I got. There's no issues at all, and we'll probably do advice to him anyway. So\n\nChannel 1: Okay.\n\nChannel 0: that'll be okay. What else am I\n\nChannel 1: Okay.\n\nChannel 0: thinking about? Yeah.\n\nChannel 1: I'm\n\nChannel 0: If you\n\nChannel 1: checking\n\nChannel 0: do have\n\nChannel 1: his\n\nChannel 0: me get\n\nChannel 1: OSA.\n\nChannel 0: the balance, feel free to let me know. I think it's due for an OSA too, isn't it? Because it's due for in January\n\nChannel 1: He sure\n\nChannel 0: for his annual\n\nChannel 1: is.\n\nChannel 0: review. Yeah.\n\nChannel 1: Yep. He\n\nChannel 0: Are\n\nChannel 1: he\n\nChannel 0: you happy if I just do the AR and then we just send the docs afterwards like\n\nChannel 1: yep.\n\nChannel 0: we have been just so you don't have to rush them?\n\nChannel 1: Yep. Yep. Absolutely.\n\nChannel 0: Yep.\n\nChannel 1: I've I've got\n\nChannel 0: Perfect.\n\nChannel 1: them mostly there. So I will send through to him an\n\nChannel 0: Yep.\n\nChannel 1: updated OSA\n\nChannel 0: Mhmm.\n\nChannel 1: work. So if you could just let him know because he he has run out.\n\nChannel 0: Okay. Yep. Perfect.\n\nChannel 1: Alrighty. Okay.\n\nChannel 0: No worries\n\nChannel 1: Thank you,\n\nChannel 0: at all.\n\nChannel 1: Dana. Okay.\n\nChannel 0: That's\n\nChannel 1: Thank\n\nChannel 0: okay.\n\nChannel 1: you. Take\n\nChannel 0: No\n\nChannel 1: care.\n\nChannel 0: problem.\n\nChannel 1: Okay, love.\n\nChannel 0: See you.\n\nChannel 1: Bye bye.\n\nChannel 0: Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hey, Michelle.","start":1.76,"end":2.58,"sentiment":"neutral","sentiment_score":0.07936302945017815}],"sentiment":"neutral","sentiment_score":0.07936302945017815,"channel":0,"num_words":2,"start":1.76,"end":2.58},{"sentences":[{"text":"Hello.","start":3.12,"end":3.62,"sentiment":"neutral","sentiment_score":0.07476930320262909},{"text":"I thought it just might be less confusing if I give you a call.","start":4.0,"end":7.68,"sentiment":"neutral","sentiment_score":0.03682971878775528},{"text":"Okay?","start":7.68,"end":8.18,"sentiment":"neutral","sentiment_score":0.07577642798423767}],"sentiment":"neutral","sentiment_score":0.04163511213846505,"channel":1,"num_words":16,"start":3.12,"end":8.18},{"sentences":[{"text":"Yeah.","start":7.9199996,"end":8.24,"sentiment":"neutral","sentiment_score":0.1584014892578125},{"text":"That's okay.","start":8.24,"end":8.96,"sentiment":"neutral","sentiment_score":0.31204961240291595},{"text":"It's no issue at all.","start":8.96,"end":10.82,"sentiment":"positive","sentiment_score":0.39191523790359495}],"sentiment":"positive","sentiment_score":0.3427596129477024,"channel":0,"num_words":8,"start":7.9199996,"end":10.82},{"sentences":[{"text":"Okay.","start":11.04,"end":11.5199995,"sentiment":"neutral","sentiment_score":0.10887959599494934},{"text":"So looking at Matthew Hodges, when I go in and look at his last annual review, I can see they've only got the Cal COC.","start":11.5199995,"end":22.414999,"sentiment":"neutral","sentiment_score":0.023790662684477867}],"sentiment":"neutral","sentiment_score":0.027063313965649847,"channel":1,"num_words":26,"start":11.04,"end":22.414999},{"sentences":[{"text":"Mhmm.","start":22.505001,"end":23.005001,"sentiment":"neutral","sentiment_score":0.004964314866811037}],"sentiment":"neutral","sentiment_score":0.004964314866811037,"channel":0,"num_words":1,"start":22.505001,"end":23.005001},{"sentences":[{"text":"But","start":23.355,"end":23.855,"sentiment":"neutral","sentiment_score":-0.004217226058244705}],"sentiment":"neutral","sentiment_score":-0.004217226058244705,"channel":1,"num_words":1,"start":23.355,"end":23.855},{"sentences":[{"text":"Yes.","start":23.545,"end":24.045,"sentiment":"neutral","sentiment_score":0.025242958217859268}],"sentiment":"neutral","sentiment_score":0.025242958217859268,"channel":0,"num_words":1,"start":23.545,"end":24.045},{"sentences":[{"text":"if we look at the rolling fact find, there is also hurry up.","start":23.915,"end":32.329998,"sentiment":"neutral","sentiment_score":-0.03335352370945307},{"text":"Sorry.","start":32.329998,"end":32.809998,"sentiment":"neutral","sentiment_score":-0.12010976672172546},{"text":"I know you gotta get call him in a minute.","start":32.809998,"end":34.989998,"sentiment":"neutral","sentiment_score":-0.12727207392454148}],"sentiment":"neutral","sentiment_score":-0.07610109642458458,"channel":1,"num_words":24,"start":23.915,"end":34.989998},{"sentences":[{"text":"That's okay.","start":35.21,"end":36.03,"sentiment":"neutral","sentiment_score":0.08039789646863937}],"sentiment":"neutral","sentiment_score":0.08039789646863937,"channel":0,"num_words":2,"start":35.21,"end":36.03},{"sentences":[{"text":"That 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They also discuss updating balances and the customer's OSA balance. The agent will send a statement to the customer and the call ends with pleasantries."},"intents":{"segments":[{"text":"He only has the income protection policy with Tau, Mhmm.","start_word":274,"end_word":283,"intents":[{"intent":"Confirm understanding of policy and paypal","confidence_score":1.7150148e-8}]},{"text":"So with military super, do we contact Mhmm. them, or should we get a TPA for them?","start_word":320,"end_word":336,"intents":[{"intent":"Request information about tpa","confidence_score":0.013960795}]},{"text":"So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage. So we just kind of need to get sorry. I'm just finding an email here. We Yep. just need to get updated balances from them. And if Yep. we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there.","start_word":448,"end_word":527,"intents":[{"intent":"Request update on balance and statement","confidence_score":0.003765797}]},{"text":"I'll I'll just drop it into Teams so you'll have Yeah. it.","start_word":594,"end_word":605,"intents":[{"intent":"Drop in teams","confidence_score":0.098655455}]},{"text":"I'm just gonna do a quick check and see if he's got a what do you call that? A beneficiary?","start_word":618,"end_word":637,"intents":[{"intent":"Check beneficiary","confidence_score":0.51046675},{"intent":"Check osa","confidence_score":0.17059407}]},{"text":"I'm If you checking do have his me get OSA. the balance, feel free to let me know. I think it's due for an OSA too, isn't it? Because it's due for in January He sure for his annual is.","start_word":708,"end_word":747,"intents":[{"intent":"Confirm osa dues","confidence_score":0.010732796}]},{"text":"He Are he you happy if I just do the AR and then we just send the docs afterwards like yep. we have been just so you don't have to rush them? Yep.","start_word":751,"end_word":783,"intents":[{"intent":"Send docs","confidence_score":0.4638086}]},{"text":"I've I've got Perfect. them mostly there. So I will send through to him an Yep. updated OSA Mhmm. work. So if you could just let him know because he he has run out. Okay.","start_word":787,"end_word":821,"intents":[{"intent":"Receive update","confidence_score":0.0038594215}]}]},"sentiments":{"segments":[{"text":"Hey, Michelle. Hello. I thought it just might be less confusing if I give you a call. Okay? Yeah. That's okay.","start_word":0,"end_word":20,"sentiment":"neutral","sentiment_score":0.09748835861682892},{"text":"It's no issue at all.","start_word":21,"end_word":25,"sentiment":"positive","sentiment_score":0.407170057296753},{"text":"Okay. So looking at Matthew Hodges, when I go in and look at his last annual review, I can see they've only got the Cal COC. Mhmm. But Yes. if we look at the rolling fact find, there is also hurry up. Sorry. I know you gotta get call him in a minute. That's okay. That one. No. Yeah. So the towel thing, that was fine.","start_word":26,"end_word":91,"sentiment":"neutral","sentiment_score":-0.003125872230157256},{"text":"I was all good with finding that.","start_word":92,"end_word":98,"sentiment":"positive","sentiment_score":0.3951965570449829},{"text":"It's Yeah. just that they the military super, and there was previously BT protection plan. So do I disregard those now because they now are the tell? Well, the BT so the TAL policy is only his income protection policy, and that was what was retained. In the last advice document in 2024, Yep. Mhmm. Tarek recommended that he cancel the life in TPD for 09/4000. Mhmm. Okay. And then there's a cancellation letter for the BT protection plan for Okay. the policy number ending in 026. Okay. Perfect. Okay. Sorry. And then no. That's okay. You're fine. And then I've got a cancellation letter in here as well.","start_word":99,"end_word":207,"sentiment":"neutral","sentiment_score":-0.06883174926042557},{"text":"Wrong person.","start_word":208,"end_word":209,"sentiment":"negative","sentiment_score":-0.38300952315330505},{"text":"Matthew. Forms insurance through. See, I Policy went down cancellation. to correspondence, so I shouldn't have got a correspondence. I should have gone into research and into. That's okay. You're fine. So it yes. So policy number LO997026, Yep. term life as superannuation. It says we've canceled your policy. Okay. So Alright. from what Nope. I can see, he doesn't have anything else. He only has the income protection policy with Tau, Mhmm. Mhmm. and that is as of his annual review January last year. Right. Yeah. Okay. Okay.","start_word":210,"end_word":298,"sentiment":"neutral","sentiment_score":-0.031804948877752495},{"text":"Perfect. Well, it it's Easy. in there.","start_word":299,"end_word":305,"sentiment":"positive","sentiment_score":0.5332447290420532},{"text":"Yeah. Yep.","start_word":306,"end_word":307,"sentiment":"neutral","sentiment_score":0.2448112964630127},{"text":"Perfect.","start_word":308,"end_word":308,"sentiment":"positive","sentiment_score":0.4664410352706909},{"text":"Now what was I I was gonna ask you another question. So with military super, do we contact Mhmm. them, or should we get a TPA for them? According to what I have, we should have a TPA on there already because they got researched last year. I'm just Mhmm. double checking to see if I can see a TPA. Yeah. Because I couldn't see one. Not It's with retained. a a number attached to it. I don't know if they need the a policy number attached to it. Oh, okay. It doesn't tell me that there was one applied, No. but I think we have done research before. You could always give them a call and see if they have a TPA on file for the client. Mhmm. If not, we'll have to get one completed. Yep. Okay. So I will just give him his balance from the last document that we have, but it I mean, it's indexed every year at a set percentage. So we just kind of need to get sorry. I'm just finding an email here. We Yep. just need to get updated balances from them. And if Yep. we can get an updated statement sent through which has his proportions, that would be fantastic because military sleep has three benefit portions in there. Yep. Yeah. And it'll just be other than that, his balance. Does that help? Yes. Yes. It does. Yeah. I've never had to do anything with military super before, and I'm going through here looking for a freaking number and everything. And so, look, I'll give him a call now. If I get the information while you're on the call, I'll That's drop it into okay. I'll I'll just drop it into Teams so you'll have Yeah. it. That's fine. And what was the other thing? Okay. Let's just check. I'm just gonna do a quick check and see if he's got a what do you call that? A beneficiary? Oh, he does. He's got three. And I've actually Oh, dropped perfect. that into the sheet.","start_word":309,"end_word":653,"sentiment":"neutral","sentiment_score":0.008328402117974516},{"text":"So Perfect. alrighty. Thank you.","start_word":654,"end_word":658,"sentiment":"positive","sentiment_score":0.5498990416526794},{"text":"Alright.","start_word":659,"end_word":659,"sentiment":"neutral","sentiment_score":0.320656955242157},{"text":"Okay. All good.","start_word":660,"end_word":662,"sentiment":"positive","sentiment_score":0.3789580166339874},{"text":"No worries. No worries. Thank I'll you. just go with that's okay.","start_word":663,"end_word":674,"sentiment":"neutral","sentiment_score":0.26712173223495483},{"text":"I'll just go with what I got.","start_word":675,"end_word":681,"sentiment":"positive","sentiment_score":0.33780741691589355},{"text":"There's no issues at all, and we'll probably do advice to him anyway. So Okay. that'll be okay. What else am I Okay. thinking about? Yeah. I'm If you checking do have his me get OSA. the balance, feel free to let me know. I think it's due for an OSA too, isn't it? Because it's due for in January He sure for his annual is. review. Yeah. Yep. He Are he you happy if I just do the AR and then we just send the docs afterwards like yep. we have been just so you don't have to rush them? Yep. Yep. Absolutely. Yep. I've I've got Perfect. them mostly there. So I will send through to him an Yep. updated OSA Mhmm. work. So if you could just let him know because he he has run out. Okay. Yep. Perfect. Alrighty. Okay. No worries Thank you, at all. Dana. Okay. That's Thank okay. you. Take No care. problem.","start_word":682,"end_word":841,"sentiment":"neutral","sentiment_score":0.14069065619260074},{"text":"Okay, love. See you.","start_word":842,"end_word":845,"sentiment":"positive","sentiment_score":0.5472803115844727},{"text":"Bye bye. Bye. Bye.","start_word":846,"end_word":849,"sentiment":"neutral","sentiment_score":0.1905832588672638}],"average":{"sentiment":"neutral","sentiment_score":0.04912505534865101}}}}