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Hailey. My name is Larissa from Oakview Financial. How are you going? Yeah. Really good.\n\nI have a a third party authority on file for a mutual client, and I was just wanting to grab some information if I could, please. Yeah. It's 500481456. Touha McKenna. 01/02/1972.\n\nThat's okay. Larissa Coeert, c o e r t. 513068. Yep. Suite 2011 Short Street, Southport, Queensland 4215.\n\nSo I was just wondering to have put in, like, a request for withdrawal, And I was just wondering where the state of that withdrawal was, whether it had been processed. Perfect. Okay. Cool. Wow.\n\nThat was processed quick. No. That's okay. Perfect. And I was just wondering, do are there any notes that have been received from MetLife on your end with regards to a life insurance TI claim that was going through?\n\nI have an authority with MetLife, so I was gonna call them next anyway, but I just figured while I'm here. Yep. Okay. Cool. No.\n\nThat's okay. Just thought I would double check on that end and and see what what was what was happening. Cool. I'll give NetLife a call and have a chat to them. Do you mind if you have a direct number for them?\n\nNo. That's okay. I can 100% have a look at it and look it up. That's all. Thank you.\n\nThanks. You too. Actually, quickly, where's the balance stand as of today? Just just for funsies while I'm here. Perfect.\n\nThank you so much. I will now leave you alone. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Hailey.","start":45.665,"end":46.545,"sentiment":"neutral","sentiment_score":0.1538723185658455},{"text":"My name is Larissa from Oakview Financial.","start":46.545,"end":48.385002,"sentiment":"neutral","sentiment_score":0.16630229566778457},{"text":"How are you going?","start":48.385002,"end":49.14,"sentiment":"neutral","sentiment_score":0.21217592433094978},{"text":"Yeah.","start":52.02,"end":52.34,"sentiment":"neutral","sentiment_score":0.20338524878025055},{"text":"Really good.","start":52.34,"end":53.16,"sentiment":"positive","sentiment_score":0.44415751099586487}],"sentiment":"neutral","sentiment_score":0.21326654218137264,"num_words":16,"start":45.665,"end":53.16},{"sentences":[{"text":"I have a a third party authority on file for a mutual client, and I was just wanting to grab some information if I could, 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We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping another member with their super. Speaking with Hailey. Good. Thanks. How are you, Larissa? Yes. Certainly. Have you got that member number? Okay. And the member's full name? Thank you. And the date of birth? Thank you. I just have to grab some information from yourself as well. And, Louis, what was your full name? Perfect. Okay. The AFSL number? Thank you. And just the company address? Beautiful. Thank you. How can I help you with the account today? Okay. So there was a it's just having a look. There was a withdrawal on the September 11 for $191,642.50. Sure. So how many Yes. Yes. So about ten days ago, that one was processed. Okay. I can see that there is one here. Yeah. Okay. Yeah. No. Absolutely. I can't see anything to do specifically with the terminal illness. It was just about the authority. So I don't know if there is any further so oh, yeah. Awaiting insurer assessment update. So we haven't received anything yet, but they may have something. That's alright. Yeah. I don't. Sorry. No. Alright. Thank you very much. Anything else I can help with today, Larissa? Thank you. Take care. Bye. Yeah. Yeah. Of course. So current balance as of the unit price is 09/17/2026 is $255,241.72. Yeah. What? Alright. You have a good rest of your day. Bye. 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for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping another member with their super. Speaking with Hailey.\n\nGood. Thanks. How are you, Larissa? Yes. Certainly.\n\nHave you got that member number? Okay. And the member's full name? Thank you. And the date of birth?\n\nThank you. I just have to grab some information from yourself as well. And, Louis, what was your full name? Perfect. Okay.\n\nThe AFSL number? Thank you. And just the company address? Beautiful. Thank you.\n\nHow can I help you with the account today? Okay. So there was a it's just having a look. There was a withdrawal on the September 11 for $191,642.50. Sure.\n\nSo how many Yes. Yes. So about ten days ago, that one was processed. Okay. I can see that there is one here.\n\nYeah. Okay. Yeah. No. Absolutely.\n\nI can't see anything to do specifically with the terminal illness. It was just about the authority. So I don't know if there is any further so oh, yeah. Awaiting insurer assessment update. So we haven't received anything yet, but they may have something.\n\nThat's alright. Yeah. I don't. Sorry. No.\n\nAlright. Thank you very much. Anything else I can help with today, Larissa? Thank you. Take care.\n\nBye. Yeah. Yeah. Of course. So current balance as of the unit price is 09/17/2026 is $255,241.72.\n\nYeah. What? Alright. You have a good rest of your day. Bye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSuper.","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.5910574048757553},{"text":"We record all our calls for training and compliance.","start":5.52,"end":8.26,"sentiment":"positive","sentiment_score":0.34796692927678424},{"text":"We appreciate your feedback.","start":8.8,"end":10.34,"sentiment":"positive","sentiment_score":0.500027485191822},{"text":"If we have your email address, we may send you a quick survey.","start":10.4,"end":13.7,"sentiment":"neutral","sentiment_score":0.0926752402805365},{"text":"Please let us know if you don't wish to participate.","start":13.84,"end":16.185,"sentiment":"neutral","sentiment_score":-0.13457875028252603}],"sentiment":"neutral","sentiment_score":0.18387581361457705,"num_words":40,"start":3.76,"end":16.185},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your 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look.","start":152.865,"end":158.485,"sentiment":"neutral","sentiment_score":-0.022495630921589002},{"text":"There was a withdrawal on the September 11 for $191,642.50.","start":162.11,"end":169.41,"sentiment":"neutral","sentiment_score":0.014262314513325691},{"text":"Sure.","start":169.55,"end":169.87,"sentiment":"neutral","sentiment_score":0.1261570006608963}],"sentiment":"neutral","sentiment_score":0.09449004760632912,"num_words":30,"start":137.59,"end":169.87},{"sentences":[{"text":"So how many Yes.","start":169.87,"end":173.01,"sentiment":"neutral","sentiment_score":0.1405597012490034},{"text":"Yes.","start":177.525,"end":177.845,"sentiment":"neutral","sentiment_score":0.19956104457378387},{"text":"So about ten days ago, that one was processed.","start":177.845,"end":180.025,"sentiment":"neutral","sentiment_score":0.09937232318851683},{"text":"Okay.","start":197.64,"end":198.12,"sentiment":"neutral","sentiment_score":0.015351366251707075},{"text":"I can see that there is one 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alright.","start":249.28499,"end":250.22,"sentiment":"neutral","sentiment_score":-0.01197946141473949},{"text":"Yeah.","start":252.28,"end":252.78,"sentiment":"neutral","sentiment_score":0.08065427094697952},{"text":"I don't.","start":259.16,"end":260.44,"sentiment":"neutral","sentiment_score":-0.08403600752353668},{"text":"Sorry.","start":260.44,"end":260.94,"sentiment":"neutral","sentiment_score":-0.09117035567760468},{"text":"No.","start":261.08,"end":261.58,"sentiment":"neutral","sentiment_score":-0.07201981544494629}],"sentiment":"neutral","sentiment_score":-0.03922383400744626,"num_words":7,"start":249.28499,"end":261.58},{"sentences":[{"text":"Alright.","start":266.255,"end":266.73502,"sentiment":"neutral","sentiment_score":0.18133795261383057},{"text":"Thank you very much.","start":266.73502,"end":267.855,"sentiment":"positive","sentiment_score":0.3820655196905136},{"text":"Anything else I can help with today, Larissa?","start":267.855,"end":269.715,"sentiment":"neutral","sentiment_score":0.20600964687764645},{"text":"Thank you.","start":271.695,"end":272.255,"sentiment":"positive","sentiment_score":0.38969630002975464},{"text":"Take care.","start":272.255,"end":272.995,"sentiment":"positive","sentiment_score":0.35290369391441345}],"sentiment":"neutral","sentiment_score":0.28487512907561136,"num_words":17,"start":266.255,"end":272.995},{"sentences":[{"text":"Bye.","start":273.935,"end":274.435,"sentiment":"neutral","sentiment_score":0.12122073769569396},{"text":"Yeah.","start":275.215,"end":275.715,"sentiment":"neutral","sentiment_score":0.06673859059810638},{"text":"Yeah.","start":279.33002,"end":279.65002,"sentiment":"neutral","sentiment_score":0.06510913372039795},{"text":"Of course.","start":279.65002,"end":280.31,"sentiment":"neutral","sentiment_score":0.06022150628268719},{"text":"So current balance as of the unit price is 09/17/2026 is $255,241.72.","start":280.61002,"end":293.545,"sentiment":"neutral","sentiment_score":0.07160612847656012}],"sentiment":"neutral","sentiment_score":0.07251676566460553,"num_words":17,"start":273.935,"end":293.545},{"sentences":[{"text":"Yeah.","start":296.805,"end":297.045,"sentiment":"neutral","sentiment_score":0.08657360821962357},{"text":"What?","start":297.045,"end":297.545,"sentiment":"neutral","sentiment_score":0.04880966991186142},{"text":"Alright.","start":298.965,"end":299.465,"sentiment":"neutral","sentiment_score":0.06081629544496536},{"text":"You have a good rest of your day.","start":299.605,"end":301.225,"sentiment":"positive","sentiment_score":0.8240873739123344},{"text":"Bye.","start":302.565,"end":303.065,"sentiment":"neutral","sentiment_score":0.18660682439804077}],"sentiment":"positive","sentiment_score":0.5812921157727639,"num_words":12,"start":296.805,"end":303.065},{"sentences":[{"text":"Bye.","start":303.20502,"end":303.70502,"sentiment":"neutral","sentiment_score":-0.09061383455991744}],"sentiment":"neutral","sentiment_score":-0.09061383455991744,"num_words":1,"start":303.20502,"end":303.70502}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thanks for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping another member with their super. Speaking with Hailey.\n\nChannel 0: Hi, Hailey. My name is Larissa from Oakview Financial. How are you going?\n\nChannel 1: Good. Thanks. How are you, Larissa?\n\nChannel 0: Yeah. Really good. I have a a third party authority on file for a mutual client, and I was just wanting to grab some information if\n\nChannel 1: Yes. Certainly. Have you got that member\n\nChannel 0: I\n\nChannel 1: number?\n\nChannel 0: could, please. Yeah. It's 500481456.\n\nChannel 1: Okay. And the member's full name?\n\nChannel 0: Touha McKenna.\n\nChannel 1: Thank you. And the date of birth?\n\nChannel 0: 01/02/1972.\n\nChannel 1: Thank you. I just have to grab some information from yourself as well.\n\nChannel 0: That's okay.\n\nChannel 1: And, Louis, what was your full name?\n\nChannel 0: Larissa Coeert, c o e r t.\n\nChannel 1: Perfect. Okay. The AFSL number?\n\nChannel 0: 513068.\n\nChannel 1: Thank you. And just the company address?\n\nChannel 0: Yep. Suite 2011 Short Street, Southport, Queensland 4215.\n\nChannel 1: Beautiful. Thank you. How can I help you with the account today?\n\nChannel 0: So I was just wondering to have put in, like, a request for withdrawal, And I was just wondering where the state of that withdrawal was, whether it had been processed.\n\nChannel 1: Okay. So there was a it's just having a look. There was a withdrawal on the September 11 for $191,642.50. Sure. So how many\n\nChannel 0: Perfect. Okay. Cool.\n\nChannel 1: Yes.\n\nChannel 0: Wow. That was processed\n\nChannel 1: Yes.\n\nChannel 0: quick.\n\nChannel 1: So about ten days ago, that one was processed.\n\nChannel 0: No. That's okay. Perfect. And I was just wondering, do are there any notes that have been received from MetLife on your end with regards to a life insurance TI claim that was going through?\n\nChannel 1: Okay. I can see that there is one here. Yeah.\n\nChannel 0: I\n\nChannel 1: Okay.\n\nChannel 0: have an authority with MetLife, so I was gonna call them next anyway, but I just figured while\n\nChannel 1: Yeah.\n\nChannel 0: I'm here.\n\nChannel 1: No. Absolutely. I can't see anything to do specifically with the terminal illness. It was just about the authority.\n\nChannel 0: Yep.\n\nChannel 1: So I don't know if there is any further so oh, yeah. Awaiting insurer assessment update. So we haven't received anything yet, but they may have something.\n\nChannel 0: Okay. Cool. No. That's okay. Just thought I would double check on that end and\n\nChannel 1: That's\n\nChannel 0: and\n\nChannel 1: alright.\n\nChannel 0: see what what was what was happening. Cool.\n\nChannel 1: Yeah.\n\nChannel 0: I'll give NetLife a call and have a chat to them. Do you mind if you have a direct number for them?\n\nChannel 1: I don't. Sorry. No.\n\nChannel 0: No. That's okay. I can 100% have a look at it and look it up.\n\nChannel 1: Alright. Thank you very much. Anything else I can help with today, Larissa?\n\nChannel 0: That's all. Thank you.\n\nChannel 1: Thank you. Take care.\n\nChannel 0: Thanks. You too. Actually,\n\nChannel 1: Bye.\n\nChannel 0: quickly,\n\nChannel 1: Yeah.\n\nChannel 0: where's the balance stand as of today? Just just for funsies while I'm here.\n\nChannel 1: Yeah. Of course. So current balance as of the unit price is 09/17/2026 is $255,241.72.\n\nChannel 0: Perfect. Thank you so much. I will now leave\n\nChannel 1: Yeah.\n\nChannel 0: you alone.\n\nChannel 1: What? Alright. You have a good rest of your day.\n\nChannel 0: You too. Bye.\n\nChannel 1: Bye. Bye.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSuper.","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.5910574048757553},{"text":"We record all our calls for training and compliance.","start":5.52,"end":8.26,"sentiment":"positive","sentiment_score":0.34796692927678424},{"text":"We appreciate your feedback.","start":8.8,"end":10.34,"sentiment":"positive","sentiment_score":0.500027485191822},{"text":"If we have your email address, we may send you a quick survey.","start":10.4,"end":13.7,"sentiment":"neutral","sentiment_score":0.0926752402805365},{"text":"Please let us know if you don't wish to participate.","start":13.84,"end":16.185,"sentiment":"neutral","sentiment_score":-0.13457875028252603}],"sentiment":"neutral","sentiment_score":0.18387581361457705,"channel":1,"num_words":40,"start":3.76,"end":16.185},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your 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They then ask callers for information about a mutual client's withdrawal and an insurance claim. The representative checks on the status of the withdrawal and confirms the current balance. The call ends with the representative leaving a message for a call back."},"intents":{"segments":[{"text":"I have a a third party authority on file for a mutual client, and I was just wanting to grab some information if Yes.","start_word":125,"end_word":148,"intents":[{"intent":"Get information","confidence_score":0.021032564}]},{"text":"How can I help you with the account today?","start_word":231,"end_word":239,"intents":[{"intent":"Assist with account","confidence_score":0.04883259}]},{"text":"So I was just wondering to have put in, like, a request for withdrawal, And I was just wondering where the state of that withdrawal was, whether it had been processed. Okay.","start_word":240,"end_word":271,"intents":[{"intent":"Confirm withdrawal status","confidence_score":0.020427516}]},{"text":"And I was just wondering, do are there any notes that have been received from MetLife on your end with regards to a life insurance TI claim that was going through? Okay.","start_word":318,"end_word":349,"intents":[{"intent":"Check ti claim status","confidence_score":0.032524597}]}]},"sentiments":{"segments":[{"text":"Thanks for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback.","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.452155202627182},{"text":"If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping another member with their super. Speaking with Hailey. Hi, Hailey. My name is Larissa from Oakview Financial. How are you going?","start_word":17,"end_word":115,"sentiment":"neutral","sentiment_score":0.025243215262889866},{"text":"Good. Thanks.","start_word":116,"end_word":117,"sentiment":"positive","sentiment_score":0.41494816541671753},{"text":"How are you, Larissa? Yeah.","start_word":118,"end_word":122,"sentiment":"neutral","sentiment_score":0.21090392768383023},{"text":"Really good.","start_word":123,"end_word":124,"sentiment":"positive","sentiment_score":0.43548914790153503},{"text":"I have a a third party authority on file for a mutual client, and I was just wanting to grab some information if Yes. Certainly. Have you got that member I number? could, please. Yeah. It's 500481456. Okay. And the member's full name? Touha McKenna. Thank you. And the date of birth? 01/02/1972. Thank you. I just have to grab some information from yourself as well. That's okay. And, Louis, what was your full name? Larissa Coeert, c o e r t. Perfect. Okay. The AFSL number? 513068. Thank you. And just the company address? Yep. Suite 2011 Short Street, Southport, Queensland 4215.","start_word":125,"end_word":227,"sentiment":"neutral","sentiment_score":0.047424837946891785},{"text":"Beautiful. Thank you.","start_word":228,"end_word":230,"sentiment":"positive","sentiment_score":0.4858089089393616},{"text":"How can I help you with the account today? So I was just wondering to have put in, like, a request for withdrawal, And I was just wondering where the state of that withdrawal was, whether it had been processed. Okay. So there was a it's just having a look. There was a withdrawal on the September 11 for $191,642.50. Sure. So how many Perfect.","start_word":231,"end_word":295,"sentiment":"neutral","sentiment_score":0.017695999847581752},{"text":"Okay. Cool.","start_word":296,"end_word":297,"sentiment":"positive","sentiment_score":0.3954470157623291},{"text":"Yes. Wow. That was processed Yes. quick. So about ten days ago, that one was processed. No. That's okay.","start_word":298,"end_word":316,"sentiment":"neutral","sentiment_score":0.143342062830925},{"text":"Perfect.","start_word":317,"end_word":317,"sentiment":"positive","sentiment_score":0.48282766342163086},{"text":"And I was just wondering, do are there any notes that have been received from MetLife on your end with regards to a life insurance TI claim that was going through? Okay. I can see that there is one here. Yeah. I Okay. have an authority with MetLife, so I was gonna call them next anyway, but I just figured while Yeah. I'm here. No. Absolutely. I can't see anything to do specifically with the terminal illness. It was just about the authority. Yep. So I don't know if there is any further so oh, yeah. Awaiting insurer assessment update. So we haven't received anything yet, but they may have something. Okay. Cool. No. That's okay. Just thought I would double check on that end and That's and alright. see what what was what was happening. Cool. Yeah. I'll give NetLife a call and have a chat to them. Do you mind if you have a direct number for them? I don't. Sorry. No. No. That's okay. I can 100% have a look at it and look it up. Alright.","start_word":318,"end_word":497,"sentiment":"neutral","sentiment_score":-0.02680879645049572},{"text":"Thank you very much.","start_word":498,"end_word":501,"sentiment":"positive","sentiment_score":0.3807682394981384},{"text":"Anything else I can help with today, Larissa? That's all. Thank you.","start_word":502,"end_word":513,"sentiment":"neutral","sentiment_score":0.2110277563333511},{"text":"Thank you. Take care.","start_word":514,"end_word":517,"sentiment":"positive","sentiment_score":0.3670644760131836},{"text":"Thanks. You too. Actually, Bye. quickly, Yeah. where's the balance stand as of today? Just just for funsies while I'm here. Yeah. Of course. So current balance as of the unit price is 09/17/2026 is $255,241.72. Perfect.","start_word":518,"end_word":554,"sentiment":"neutral","sentiment_score":0.10614921152591704},{"text":"Thank you so much.","start_word":555,"end_word":558,"sentiment":"positive","sentiment_score":0.49905911087989807},{"text":"I will now leave Yeah. you alone. What? Alright.","start_word":559,"end_word":567,"sentiment":"neutral","sentiment_score":0.10016816109418868},{"text":"You have a good rest of your day. You too. Bye.","start_word":568,"end_word":578,"sentiment":"positive","sentiment_score":0.6797109842300415},{"text":"Bye. Bye.","start_word":579,"end_word":580,"sentiment":"neutral","sentiment_score":0.1604379564523697}],"average":{"sentiment":"neutral","sentiment_score":0.0699768548170543}}}}