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I can give you the claims number if that's helpful. Perfect. It's 2025Hyphen319182. Absolutely. Yeah. Janine Rockliff. Yeah. Amazing. Thank you. Absolutely. Yeah. Yes. Yes. 5190SeverianoZata. Thank you. Amazing. Thank you. Yeah. It's Larissa. Good. How are you? I just wanted to call up and just touch base with this claim. I know that we got a claims acceptance letter this morning with respect to the the recovery the trauma benefit that's on the policy. And there was a bunch of oh, I guess, a few outstandings that were listed for, like, an ongoing claim. But I know that Janine has been sending through or has sent through a lot of the financials, and I I guess I just wanted to touch base and find out where we were at, whether these things were still outstanding or whether it was standardized. Alright. Cool. Yes. Yeah. Yeah. Okay. Perfect. So confirming pay like, I've read I've read through the letter and sorry. Hiccups. By the looks of it, like, it's being paid as of today or, you know, will we pay today? Perfect. And then we're just looking for the financial the financials for close of financial year last year. Yeah. Heron Todd White and then her role with regards to the yep. Cool. And then did you still need the on the treating doctors and the customer claim form as well? Okay. Yeah. The ongoing. Alright. Perfect. No. That's okay. Cool. Well, I'll I'm gonna touch base with her today now. Just have a chat with her and and, obviously, just kind of talk her through and make sure we're all closer on that. Because, yeah, I knew that we we were obviously originally in for trauma, and then because of the the trauma benefit under the IP, it kind of opened the IP claim up. So I knew that there may have been some things that were missing because it wasn't a full, like, IP claim straight off the bat. But I just wanted to sort of make sure that, yeah, it was everything that was attached to that email was definitely outstanding and and and just follow-up with her. She's really responsive, so it's not really gonna be an issue, but just wanted to make sure we were good. Cool. I'll get that all done with her and get that through to you, and we'll go from there. Yeah. I will. No. Thanks so much, Victoria. I appreciate it. 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need to listen. Hi, Natalie. Larissa from Ophi Financial. How are you going? Yeah.\n\nReally good. Thank you. I was just calling up with regards to an existing claim that we have lodged. I can give you the claims number if that's helpful. Perfect.\n\nIt's 2025Hyphen319182. Absolutely. Yeah. Janine Rockliff. Yeah.\n\nAmazing. Thank you. Absolutely. Yeah. Yes.\n\nYes. 5190SeverianoZata. Thank you. Amazing. Thank you.\n\nYeah. It's Larissa. Good. How are you? I just wanted to call up and just touch base with this claim.\n\nI know that we got a claims acceptance letter this morning with respect to the the recovery the trauma benefit that's on the policy. And there was a bunch of oh, I guess, a few outstandings that were listed for, like, an ongoing claim. But I know that Janine has been sending through or has sent through a lot of the financials, and I I guess I just wanted to touch base and find out where we were at, whether these things were still outstanding or whether it was standardized. Alright. Cool.\n\nYes. Yeah. Yeah. Okay. Perfect.\n\nSo confirming pay like, I've read I've read through the letter and sorry. Hiccups. By the looks of it, like, it's being paid as of today or, you know, will we pay today? Perfect. And then we're just looking for the financial the financials for close of financial year last year.\n\nYeah. Heron Todd White and then her role with regards to the yep. Cool. And then did you still need the on the treating doctors and the customer claim form as well? Okay.\n\nYeah. The ongoing. Alright. Perfect. No.\n\nThat's okay. Cool. Well, I'll I'm gonna touch base with her today now. Just have a chat with her and and, obviously, just kind of talk her through and make sure we're all closer on that. Because, yeah, I knew that we we were obviously originally in for trauma, and then because of the the trauma benefit under the IP, it kind of opened the IP claim up.\n\nSo I knew that there may have been some things that were missing because it wasn't a full, like, IP claim straight off the bat. But I just wanted to sort of make sure that, yeah, it was everything that was attached to that email was definitely outstanding and and and just follow-up with her. She's really responsive, so it's not really gonna be an issue, but just wanted to make sure we were good. Cool. I'll get that all done with her and get that through to you, and we'll go from there.\n\nYeah. I will. No. Thanks so much, Victoria. I appreciate it.\n\nBye.","paragraphs":[{"sentences":[{"text":"I need to listen.","start":24.83,"end":25.970001,"sentiment":"neutral","sentiment_score":0.0054748153779655695},{"text":"Hi, Natalie.","start":42.925,"end":43.725,"sentiment":"neutral","sentiment_score":0.17526377737522125},{"text":"Larissa from Ophi Financial.","start":43.725,"end":44.925,"sentiment":"neutral","sentiment_score":0.2084759622812271},{"text":"How are you going?","start":44.925,"end":45.824997,"sentiment":"neutral","sentiment_score":0.24224217981100082},{"text":"Yeah.","start":47.725,"end":48.045,"sentiment":"neutral","sentiment_score":0.23998993635177612}],"sentiment":"neutral","sentiment_score":0.16101928806553284,"num_words":15,"start":24.83,"end":48.045},{"sentences":[{"text":"Really good.","start":48.045,"end":48.524998,"sentiment":"positive","sentiment_score":0.5248211324214935},{"text":"Thank you.","start":48.524998,"end":49.26,"sentiment":"positive","sentiment_score":0.576300323009491},{"text":"I was 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confirming pay like, I've read I've read through the letter and sorry.","start":300.845,"end":305.485,"sentiment":"neutral","sentiment_score":0.08864364601098575},{"text":"Hiccups.","start":305.485,"end":305.985,"sentiment":"neutral","sentiment_score":-0.0116080604493618},{"text":"By the looks of it, like, it's being paid as of today or, you know, will we pay today?","start":306.205,"end":313.52002,"sentiment":"neutral","sentiment_score":0.06602478635154273},{"text":"Perfect.","start":315.02002,"end":315.52002,"sentiment":"neutral","sentiment_score":0.19141243398189545},{"text":"And then we're just looking for the financial the financials for close of financial year last 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her through and make sure we're all closer on that.","start":359.75497,"end":364.88,"sentiment":"neutral","sentiment_score":0.16270370522271033},{"text":"Because, yeah, I knew that we we were obviously originally in for trauma, and then because of the the trauma benefit under the IP, it kind of opened the IP claim up.","start":365.26,"end":374.535,"sentiment":"neutral","sentiment_score":-0.009992263279855251}],"sentiment":"neutral","sentiment_score":0.09047550094478271,"num_words":68,"start":355.115,"end":374.535},{"sentences":[{"text":"So I knew that there may have been some things that were missing because it wasn't a full, like, IP claim straight off the bat.","start":375.095,"end":381.355,"sentiment":"neutral","sentiment_score":-0.03451978072524071},{"text":"But I just wanted to sort of make sure that, yeah, it was everything that was attached to that email was definitely outstanding and and and just follow-up with 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To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1. For an existing claim, press 2. Please note, your call may be recorded for quality and training purposes. Welcome to claims. Natalie speaking. Not too bad. About yourself? Yes, please. Thank you very much. Just bringing it up. K. Can I just get you to confirm the client the client's name just so I can make sure it's the correct one? Thank you very much. This one looks like it's being handled by Victoria Blower. Just give me one second. I'll see if she's available for you first. Is that okay? Mhmm. K. And also with these ones, I do need to let you know our calls are recorded for training and verification purposes. Is that alright with yourself? Thank you. And would you mind if I just do a quick security check with yourself just so that when I transfer you over, you won't need to complete that again. Can I get you to confirm the main adviser's name and the adviser code for me if that's okay with you? Thank you very much. All good. Let me just check if Victoria is ready to take your call. If not, I'll try my best to assist you. Victoria is available. I'll transfer you over now. Thank you. Sorry. I didn't catch your name earlier. Can I grab that again if that's alright? Larissa. Thank you very much, Larissa. I'll transfer you over now. Hi. It's Victoria. How are you going? Good. Thank you. What can we do for you? Yep. Those the ones that are on that none of the ones that are on that letter are still outstanding. So we've made a yeah. The the calculation that we've done is kind of like a preemptive, like, look. It appears that she's gonna made it. So in this instance, we will process the benefit payment. And then if and then if but if she was to continue with an ongoing claim, we would get the those financials that are outstanding. Yep. Yep. Yeah. That Heron Todd. Yep. And the financial statement. Yep. Yes. Yep. If she's doing ongoing yeah. Yeah. Yeah. Yeah. Because we'll need to confirm her capacity for work because I don't think she was ever not able to work before this. And so it's only now that she's claiming for the that benefit. Yep. Yep. Yep. Yeah. Yep. Yeah. Yeah. Yeah. Yeah. Perfect. No worries. If you have any questions, give us a call. No worries. Have a good 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to Zurich. To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1.\n\nFor an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1. For an existing claim, press 2. Please note, your call may be recorded for quality and training purposes.\n\nWelcome to claims. Natalie speaking. Not too bad. About yourself? Yes, please.\n\nThank you very much. Just bringing it up. K. Can I just get you to confirm the client the client's name just so I can make sure it's the correct one? Thank you very much.\n\nThis one looks like it's being handled by Victoria Blower. Just give me one second. I'll see if she's available for you first. Is that okay? Mhmm.\n\nK. And also with these ones, I do need to let you know our calls are recorded for training and verification purposes. Is that alright with yourself? Thank you. And would you mind if I just do a quick security check with yourself just so that when I transfer you over, you won't need to complete that again.\n\nCan I get you to confirm the main adviser's name and the adviser code for me if that's okay with you? Thank you very much. All good. Let me just check if Victoria is ready to take your call. If not, I'll try my best to assist you.\n\nVictoria is available. I'll transfer you over now. Thank you. Sorry. I didn't catch your name earlier.\n\nCan I grab that again if that's alright? Larissa. Thank you very much, Larissa. I'll transfer you over now. Hi.\n\nIt's Victoria. How are you going? Good. Thank you. What can we do for you?\n\nYep. Those the ones that are on that none of the ones that are on that letter are still outstanding. So we've made a yeah. The the calculation that we've done is kind of like a preemptive, like, look. It appears that she's gonna made it.\n\nSo in this instance, we will process the benefit payment. And then if and then if but if she was to continue with an ongoing claim, we would get the those financials that are outstanding. Yep. Yep. Yeah.\n\nThat Heron Todd. Yep. And the financial statement. Yep. Yes.\n\nYep. If she's doing ongoing yeah. Yeah. Yeah. Yeah.\n\nBecause we'll need to confirm her capacity for work because I don't think she was ever not able to work before this. And so it's only now that she's claiming for the that benefit. Yep. Yep. Yep.\n\nYeah. Yep. Yeah. Yeah. Yeah.\n\nYeah. Perfect. No worries. If you have any questions, give us a call. No worries.\n\nHave a good day.","paragraphs":[{"sentences":[{"text":"Welcome to Zurich.","start":0.88,"end":2.02,"sentiment":"neutral","sentiment_score":0.20869625608126322},{"text":"To lodge a new claim, press 1.","start":3.4399998,"end":5.7,"sentiment":"neutral","sentiment_score":0.0589472023504121},{"text":"For an existing claim, press 2.","start":6.0,"end":8.26,"sentiment":"neutral","sentiment_score":0.030833026704688866},{"text":"To hear these options again, press 8.","start":8.639999,"end":11.139999,"sentiment":"neutral","sentiment_score":0.0361255763896874},{"text":"To lodge a new claim, press 1.","start":14.4,"end":16.575,"sentiment":"neutral","sentiment_score":0.017834021975951537}],"sentiment":"neutral","sentiment_score":0.053381151116142674,"num_words":30,"start":0.88,"end":16.575},{"sentences":[{"text":"For an existing claim, press 2.","start":16.875,"end":19.215,"sentiment":"neutral","sentiment_score":0.01580776522556941},{"text":"To hear these options again, press 8.","start":19.595,"end":22.015,"sentiment":"neutral","sentiment_score":0.015744520351290703},{"text":"To lodge a new claim, press 1.","start":25.515,"end":27.775,"sentiment":"neutral","sentiment_score":0.007439767010509968},{"text":"For an existing claim, press 2.","start":28.075,"end":30.42,"sentiment":"neutral","sentiment_score":0.006091849800820152},{"text":"Please note, your call may be recorded for quality and training purposes.","start":31.28,"end":34.98,"sentiment":"neutral","sentiment_score":-0.030506818555295467}],"sentiment":"neutral","sentiment_score":-0.001905108446647462,"num_words":38,"start":16.875,"end":34.98},{"sentences":[{"text":"Welcome to claims.","start":40.64,"end":41.440002,"sentiment":"neutral","sentiment_score":0.03925590589642525},{"text":"Natalie speaking.","start":41.440002,"end":42.42,"sentiment":"neutral","sentiment_score":0.05346662737429142},{"text":"Not too bad.","start":45.995003,"end":46.555,"sentiment":"neutral","sentiment_score":0.09891933451096217},{"text":"About yourself?","start":46.555,"end":47.295002,"sentiment":"neutral","sentiment_score":0.0678385328501463},{"text":"Yes, please.","start":56.235,"end":57.055,"sentiment":"neutral","sentiment_score":0.15203221142292023}],"sentiment":"neutral","sentiment_score":0.08010003870973985,"num_words":12,"start":40.64,"end":57.055},{"sentences":[{"text":"Thank you very much.","start":64.26,"end":65.22,"sentiment":"positive","sentiment_score":0.5587177872657776},{"text":"Just bringing it up.","start":65.22,"end":66.520004,"sentiment":"neutral","sentiment_score":0.31849492341279984},{"text":"K.","start":68.18,"end":68.68,"sentiment":"neutral","sentiment_score":0.08604507148265839},{"text":"Can I just get you to confirm the client the client's name just so I can make sure it's the correct one?","start":70.19501,"end":75.895004,"sentiment":"neutral","sentiment_score":0.07349732247265903},{"text":"Thank you very much.","start":78.035,"end":79.415,"sentiment":"positive","sentiment_score":0.3931417241692543}],"sentiment":"neutral","sentiment_score":0.19384011157921383,"num_words":35,"start":64.26,"end":79.415},{"sentences":[{"text":"This one looks like it's being handled by Victoria Blower.","start":79.555,"end":82.535,"sentiment":"neutral","sentiment_score":0.16650848910212518},{"text":"Just give me one second.","start":83.49,"end":84.61,"sentiment":"neutral","sentiment_score":0.125885471701622},{"text":"I'll see if she's available for you first.","start":84.61,"end":86.45,"sentiment":"neutral","sentiment_score":0.10431420803070068},{"text":"Is that okay?","start":86.45,"end":87.27,"sentiment":"neutral","sentiment_score":0.12107817083597183},{"text":"Mhmm.","start":89.729996,"end":89.979996,"sentiment":"neutral","sentiment_score":0.09151533246040344}],"sentiment":"neutral","sentiment_score":0.1327324355090106,"num_words":27,"start":79.555,"end":89.979996},{"sentences":[{"text":"K.","start":89.979996,"end":90.479996,"sentiment":"neutral","sentiment_score":0.03514125943183899},{"text":"And also with these ones, I do need to let you know our calls are recorded for training and verification purposes.","start":96.485,"end":101.205,"sentiment":"neutral","sentiment_score":0.041889277331176256},{"text":"Is that alright with yourself?","start":101.205,"end":102.505,"sentiment":"neutral","sentiment_score":0.06222858801484108},{"text":"Thank you.","start":104.244995,"end":104.884995,"sentiment":"neutral","sentiment_score":0.23623432219028473},{"text":"And would you mind if I just do a quick security check with yourself just so that when I transfer you over, you won't need to complete that again.","start":104.884995,"end":111.69,"sentiment":"neutral","sentiment_score":0.1054094872469532}],"sentiment":"neutral","sentiment_score":0.08198797927591307,"num_words":58,"start":89.979996,"end":111.69},{"sentences":[{"text":"Can I get you to confirm the main adviser's name and the adviser code for me if that's okay with you?","start":111.69,"end":117.07,"sentiment":"neutral","sentiment_score":0.11765617965942338},{"text":"Thank you very much.","start":120.729996,"end":122.03,"sentiment":"positive","sentiment_score":0.5056182742118835},{"text":"All good.","start":122.17,"end":122.775,"sentiment":"positive","sentiment_score":0.41126832365989685},{"text":"Let me just check if Victoria is ready to take your call.","start":123.095,"end":126.615,"sentiment":"neutral","sentiment_score":0.1530289752408862},{"text":"If not, I'll try my best to assist you.","start":126.615,"end":128.635,"sentiment":"neutral","sentiment_score":-0.07208794934882058}],"sentiment":"neutral","sentiment_score":0.13548636824513474,"num_words":48,"start":111.69,"end":128.635},{"sentences":[{"text":"Victoria is available.","start":178.47,"end":179.51001,"sentiment":"neutral","sentiment_score":0.16436011592547098},{"text":"I'll transfer you over now.","start":179.51001,"end":180.89,"sentiment":"neutral","sentiment_score":0.1678699731826782},{"text":"Thank you.","start":182.125,"end":182.925,"sentiment":"positive","sentiment_score":0.5645692348480225},{"text":"Sorry.","start":182.925,"end":183.425,"sentiment":"neutral","sentiment_score":0.13737191259860992},{"text":"I didn't catch your name earlier.","start":183.485,"end":184.52501,"sentiment":"neutral","sentiment_score":-0.03485780147214731}],"sentiment":"neutral","sentiment_score":0.14057610512656324,"num_words":17,"start":178.47,"end":184.52501},{"sentences":[{"text":"Can I grab that again if that's alright?","start":184.52501,"end":186.225,"sentiment":"neutral","sentiment_score":0.014996878686361015},{"text":"Larissa.","start":187.88501,"end":188.365,"sentiment":"neutral","sentiment_score":0.06727305799722672},{"text":"Thank you very much, Larissa.","start":188.365,"end":189.505,"sentiment":"positive","sentiment_score":0.5244293868541717},{"text":"I'll transfer you over now.","start":189.565,"end":190.945,"sentiment":"neutral","sentiment_score":0.24504609107971193},{"text":"Hi.","start":231.24,"end":231.56,"sentiment":"neutral","sentiment_score":0.17697671055793762}],"sentiment":"neutral","sentiment_score":0.21058010938577354,"num_words":20,"start":184.52501,"end":231.56},{"sentences":[{"text":"It's Victoria.","start":231.56,"end":232.28,"sentiment":"neutral","sentiment_score":0.18745343387126923},{"text":"How are you going?","start":232.28,"end":233.1,"sentiment":"neutral","sentiment_score":0.2574928514659405},{"text":"Good.","start":236.945,"end":237.185,"sentiment":"positive","sentiment_score":0.3412736654281616},{"text":"Thank you.","start":237.185,"end":237.505,"sentiment":"positive","sentiment_score":0.42581942677497864},{"text":"What can we do for you?","start":237.505,"end":238.80501,"sentiment":"neutral","sentiment_score":0.19189797093470892}],"sentiment":"neutral","sentiment_score":0.24994524121284484,"num_words":15,"start":231.56,"end":238.80501},{"sentences":[{"text":"Yep.","start":252.29001,"end":252.79001,"sentiment":"neutral","sentiment_score":0.01153655257076025},{"text":"Those the ones that are on that none of the ones that are on that letter are still outstanding.","start":272.665,"end":276.445,"sentiment":"neutral","sentiment_score":-0.08901350200176239},{"text":"So we've made a yeah.","start":276.96,"end":278.56,"sentiment":"neutral","sentiment_score":0.07005487084388733},{"text":"The the calculation that we've done is kind of like a preemptive, like, look.","start":278.56,"end":282.24,"sentiment":"neutral","sentiment_score":0.030865636920290335},{"text":"It appears that she's gonna made it.","start":282.24,"end":285.69998,"sentiment":"neutral","sentiment_score":0.034644648166639466}],"sentiment":"neutral","sentiment_score":-0.01423509080853799,"num_words":46,"start":252.29001,"end":285.69998},{"sentences":[{"text":"So in this instance, we will process the benefit payment.","start":285.91998,"end":289.62,"sentiment":"neutral","sentiment_score":0.047778384387493135},{"text":"And then if and then if but if she was to continue with an ongoing claim, we would get the those financials that are outstanding.","start":291.12,"end":297.575,"sentiment":"neutral","sentiment_score":0.03264877393841743},{"text":"Yep.","start":313.74,"end":314.14,"sentiment":"neutral","sentiment_score":0.059796106070280075},{"text":"Yep.","start":314.14,"end":314.64,"sentiment":"neutral","sentiment_score":0.1010991781949997},{"text":"Yeah.","start":323.395,"end":323.63498,"sentiment":"neutral","sentiment_score":0.019833192229270935}],"sentiment":"neutral","sentiment_score":0.0388087281271031,"num_words":38,"start":285.91998,"end":323.63498},{"sentences":[{"text":"That Heron Todd.","start":323.63498,"end":324.85498,"sentiment":"neutral","sentiment_score":0.02312260866165161},{"text":"Yep.","start":325.715,"end":326.215,"sentiment":"neutral","sentiment_score":0.03209695965051651},{"text":"And the financial statement.","start":328.275,"end":329.815,"sentiment":"neutral","sentiment_score":0.023237273562699556},{"text":"Yep.","start":330.435,"end":330.935,"sentiment":"neutral","sentiment_score":0.1299065202474594},{"text":"Yes.","start":337.99002,"end":338.49002,"sentiment":"neutral","sentiment_score":0.05878354236483574}],"sentiment":"neutral","sentiment_score":0.03831039424985647,"num_words":10,"start":323.63498,"end":338.49002},{"sentences":[{"text":"Yep.","start":339.59003,"end":340.09003,"sentiment":"neutral","sentiment_score":0.05051068216562271},{"text":"If she's doing ongoing yeah.","start":340.23,"end":341.83002,"sentiment":"neutral","sentiment_score":0.024200201407074927},{"text":"Yeah.","start":341.83002,"end":341.99002,"sentiment":"neutral","sentiment_score":0.0403323695063591},{"text":"Yeah.","start":341.99002,"end":342.07,"sentiment":"neutral","sentiment_score":0.04220566153526306},{"text":"Yeah.","start":342.07,"end":342.23,"sentiment":"neutral","sentiment_score":0.0388290137052536}],"sentiment":"neutral","sentiment_score":0.03254208154976368,"num_words":9,"start":339.59003,"end":342.23},{"sentences":[{"text":"Because we'll need to confirm her capacity for work because I don't think she was ever not able to work before this.","start":342.23,"end":348.07,"sentiment":"neutral","sentiment_score":0.0020156347150491042},{"text":"And so it's only now that she's claiming for the that benefit.","start":348.07,"end":352.405,"sentiment":"neutral","sentiment_score":0.013428929261863232},{"text":"Yep.","start":354.465,"end":354.965,"sentiment":"neutral","sentiment_score":0.18712010979652405},{"text":"Yep.","start":363.34998,"end":363.84998,"sentiment":"neutral","sentiment_score":0.15493977069854736},{"text":"Yep.","start":375.27,"end":375.77,"sentiment":"neutral","sentiment_score":0.015243384055793284}],"sentiment":"neutral","sentiment_score":0.015210658903359561,"num_words":37,"start":342.23,"end":375.77},{"sentences":[{"text":"Yeah.","start":381.875,"end":382.375,"sentiment":"neutral","sentiment_score":0.05515206605195999},{"text":"Yep.","start":382.515,"end":383.015,"sentiment":"neutral","sentiment_score":0.08469148725271225},{"text":"Yeah.","start":393.18,"end":393.41998,"sentiment":"neutral","sentiment_score":0.0931176021695137},{"text":"Yeah.","start":393.41998,"end":393.58,"sentiment":"neutral","sentiment_score":0.13816003501415253},{"text":"Yeah.","start":393.58,"end":394.08,"sentiment":"neutral","sentiment_score":0.3045201003551483}],"sentiment":"neutral","sentiment_score":0.13512825816869736,"num_words":5,"start":381.875,"end":394.08},{"sentences":[{"text":"Yeah.","start":401.1,"end":401.26,"sentiment":"neutral","sentiment_score":0.2824224829673767},{"text":"Perfect.","start":401.26,"end":401.74,"sentiment":"positive","sentiment_score":0.4068280756473541},{"text":"No worries.","start":401.74,"end":402.13998,"sentiment":"neutral","sentiment_score":0.25891244411468506},{"text":"If you have any questions, give us a call.","start":402.13998,"end":405.78293,"sentiment":"neutral","sentiment_score":0.20274096727371216},{"text":"No worries.","start":406.80292,"end":407.3629,"sentiment":"positive","sentiment_score":0.4515157788991928}],"sentiment":"neutral","sentiment_score":0.2623183806737264,"num_words":15,"start":401.1,"end":407.3629},{"sentences":[{"text":"Have a good day.","start":407.3629,"end":408.2629,"sentiment":"positive","sentiment_score":0.7046629786491394}],"sentiment":"positive","sentiment_score":0.7046629786491394,"num_words":4,"start":407.3629,"end":408.2629}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Zurich. To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1.\n\nFor an existing claim, press 2. To hear these options again, press 8.\n\nChannel 0: I need to listen.\n\nChannel 1: To lodge a new claim, press 1. For an existing claim, press 2. Please note, your call may be recorded for quality and training purposes. Welcome to claims. Natalie speaking.\n\nChannel 0: Hi, Natalie. Larissa from Ophi Financial. How are you going?\n\nChannel 1: Not too bad. About yourself?\n\nChannel 0: Yeah. Really good. Thank you. I was just calling up with regards to an existing claim that we have lodged. I can give you the claims number if that's helpful.\n\nChannel 1: Yes, please.\n\nChannel 0: Perfect. It's 2025Hyphen319182.\n\nChannel 1: Thank you very much. Just bringing it up.\n\nChannel 0: Absolutely.\n\nChannel 1: K. Can I just get you to confirm the client the client's name just so I can make sure it's the correct one?\n\nChannel 0: Yeah. Janine Rockliff.\n\nChannel 1: Thank you very much. This one looks like it's being handled by Victoria Blower. Just give me one second. I'll see if she's available for you first. Is that okay?\n\nChannel 0: Yeah. Amazing. Thank you.\n\nChannel 1: Mhmm. K. And also with these ones, I do need to let you know our calls are recorded for training and verification purposes. Is that alright with yourself?\n\nChannel 0: Absolutely.\n\nChannel 1: Thank you. And would you mind if I just do a quick security check with yourself just so that when I transfer you over, you won't need\n\nChannel 0: Yeah.\n\nChannel 1: to complete that again. Can\n\nChannel 0: Yes.\n\nChannel 1: I get you to confirm the main adviser's name and the adviser code for me if that's okay with you?\n\nChannel 0: Yes. 5190SeverianoZata.\n\nChannel 1: Thank you very much. All good. Let me just check if Victoria is ready to take your call. If not, I'll try my best to assist you.\n\nChannel 0: Thank you.\n\nChannel 1: Victoria is available. I'll transfer you over now.\n\nChannel 0: Amazing.\n\nChannel 1: Thank you.\n\nChannel 0: Thank\n\nChannel 1: Sorry. I didn't catch your name earlier.\n\nChannel 0: you.\n\nChannel 1: Can I grab that again if that's alright?\n\nChannel 0: Yeah. It's Larissa.\n\nChannel 1: Larissa. Thank you very much, Larissa. I'll transfer you over now. Hi. It's Victoria.\n\nHow are you going?\n\nChannel 0: Good. How are you?\n\nChannel 1: Good. Thank you. What can we do for you?\n\nChannel 0: I just wanted to call up and just touch base with this claim. I know that we got a claims acceptance letter this morning with respect to the the recovery the trauma benefit\n\nChannel 1: Yep.\n\nChannel 0: that's on the policy. And there was a bunch of oh, I guess, a few outstandings that were listed for, like, an ongoing claim. But I know that Janine has been sending through or has sent through a lot of the financials, and I I guess I just wanted to touch base and find out where we were at, whether these things were still outstanding or whether it was\n\nChannel 1: Those\n\nChannel 0: standardized.\n\nChannel 1: the ones that are on that none of the ones that are on that letter are still outstanding.\n\nChannel 0: Alright.\n\nChannel 1: So we've\n\nChannel 0: Cool.\n\nChannel 1: made a yeah. The the calculation that we've done is kind of like a preemptive, like, look. It appears that she's gonna made it. So in this instance, we will process the benefit payment.\n\nChannel 0: Yes.\n\nChannel 1: And then if and then if but if she was to continue with an ongoing claim, we would get the those financials that are outstanding.\n\nChannel 0: Yeah. Yeah. Okay. Perfect. So confirming pay like, I've read I've read through the letter and sorry.\n\nHiccups. By the looks of it, like, it's being paid as of today or, you know, will we pay today?\n\nChannel 1: Yep. Yep.\n\nChannel 0: Perfect. And then we're just looking for the financial the financials for close\n\nChannel 1: Yeah. That\n\nChannel 0: of financial\n\nChannel 1: Heron\n\nChannel 0: year\n\nChannel 1: Todd.\n\nChannel 0: last year. Yeah. Heron\n\nChannel 1: Yep.\n\nChannel 0: Todd White and then her\n\nChannel 1: And\n\nChannel 0: role\n\nChannel 1: the\n\nChannel 0: with\n\nChannel 1: financial\n\nChannel 0: regards to\n\nChannel 1: statement.\n\nChannel 0: the yep.\n\nChannel 1: Yep.\n\nChannel 0: Cool. And then did you still need the on the treating doctors and the customer claim form\n\nChannel 1: Yes.\n\nChannel 0: as well? Okay.\n\nChannel 1: Yep. If she's doing ongoing yeah. Yeah. Yeah. Yeah.\n\nBecause we'll need to confirm her capacity for work because I don't think she was ever not able to work before this. And so it's only now that she's claiming for the that benefit.\n\nChannel 0: Yeah. The ongoing. Alright. Perfect.\n\nChannel 1: Yep.\n\nChannel 0: No. That's okay. Cool. Well, I'll I'm gonna touch base with her today now. Just have a chat with her and and, obviously, just kind of talk her through and make\n\nChannel 1: Yep.\n\nChannel 0: sure we're all closer on that. Because, yeah, I knew that we we were obviously originally in for trauma, and then because of the the trauma benefit under the IP, it kind of opened the IP claim up. So I\n\nChannel 1: Yep.\n\nChannel 0: knew that there may have been some things that were missing because it wasn't a full, like, IP claim straight off the bat.\n\nChannel 1: Yeah. Yep.\n\nChannel 0: But I just wanted to sort of make sure that, yeah, it was everything that was attached to that email was definitely outstanding and and and just follow-up with her. She's really responsive, so it's not really gonna be an issue, but just wanted\n\nChannel 1: Yeah.\n\nChannel 0: to make\n\nChannel 1: Yeah.\n\nChannel 0: sure\n\nChannel 1: Yeah.\n\nChannel 0: we were good. Cool. I'll get that all done with her and get that through to you, and we'll go from there.\n\nChannel 1: Yeah. Perfect. No worries. If you have any questions, give us a\n\nChannel 0: Yeah. I will. No. Thanks so\n\nChannel 1: call.\n\nChannel 0: much, Victoria. I appreciate it.\n\nChannel 1: No worries. Have a good day.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Zurich.","start":0.88,"end":2.02,"sentiment":"neutral","sentiment_score":0.20869625608126322},{"text":"To lodge a new claim, press 1.","start":3.4399998,"end":5.7,"sentiment":"neutral","sentiment_score":0.0589472023504121},{"text":"For an existing claim, press 2.","start":6.0,"end":8.26,"sentiment":"neutral","sentiment_score":0.030833026704688866},{"text":"To hear these options again, press 8.","start":8.639999,"end":11.139999,"sentiment":"neutral","sentiment_score":0.0361255763896874},{"text":"To lodge a new claim, press 1.","start":14.4,"end":16.575,"sentiment":"neutral","sentiment_score":0.017834021975951537}],"sentiment":"neutral","sentiment_score":0.053381151116142674,"channel":1,"num_words":30,"start":0.88,"end":16.575},{"sentences":[{"text":"For an existing claim, press 2.","start":16.875,"end":19.215,"sentiment":"neutral","sentiment_score":0.01580776522556941},{"text":"To hear these options again, press 8.","start":19.595,"end":22.015,"sentiment":"neutral","sentiment_score":0.015744520351290703}],"sentiment":"neutral","sentiment_score":0.015773710293265488,"channel":1,"num_words":13,"start":16.875,"end":22.015},{"sentences":[{"text":"I need to listen.","start":24.83,"end":25.970001,"sentiment":"neutral","sentiment_score":0.0054748153779655695}],"sentiment":"neutral","sentiment_score":0.0054748153779655695,"channel":0,"num_words":4,"start":24.83,"end":25.970001},{"sentences":[{"text":"To lodge a new claim, press 1.","start":25.515,"end":27.775,"sentiment":"neutral","sentiment_score":0.007439767010509968},{"text":"For an existing claim, press 2.","start":28.075,"end":30.42,"sentiment":"neutral","sentiment_score":0.006091849800820152},{"text":"Please note, your call may be recorded for quality and training purposes.","start":31.28,"end":34.98,"sentiment":"neutral","sentiment_score":-0.030506818555295467},{"text":"Welcome to claims.","start":40.64,"end":41.440002,"sentiment":"neutral","sentiment_score":0.03925590589642525},{"text":"Natalie speaking.","start":41.440002,"end":42.42,"sentiment":"neutral","sentiment_score":0.05346662737429142}],"sentiment":"neutral","sentiment_score":-0.0017583794115732113,"channel":1,"num_words":30,"start":25.515,"end":42.42},{"sentences":[{"text":"Hi, Natalie.","start":42.925,"end":43.725,"sentiment":"neutral","sentiment_score":0.17526377737522125},{"text":"Larissa from Ophi Financial.","start":43.725,"end":44.925,"sentiment":"neutral","sentiment_score":0.2084759622812271},{"text":"How are you going?","start":44.925,"end":45.824997,"sentiment":"neutral","sentiment_score":0.24224217981100082}],"sentiment":"neutral","sentiment_score":0.21534001231193542,"channel":0,"num_words":10,"start":42.925,"end":45.824997},{"sentences":[{"text":"Not too bad.","start":45.995003,"end":46.555,"sentiment":"neutral","sentiment_score":0.09891933451096217},{"text":"About 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The representative asks for the client's name and confirms the details of the claim. The representative also asks for the financial information of the claim and confirms that the claims are being processed. The representative will follow up with the client and confirm the capacity for work."},"intents":{"segments":[{"text":"Can I just get you to confirm the client the client's name just so I can make sure it's the correct one? Yeah.","start_word":137,"end_word":159,"intents":[{"intent":"Confirm client information","confidence_score":0.016692176}]},{"text":"If not, I'll try my best to assist you. Thank you.","start_word":300,"end_word":310,"intents":[{"intent":"Assist customer","confidence_score":0.013958128}]},{"text":"I'll transfer you over now. Amazing.","start_word":313,"end_word":318,"intents":[{"intent":"Transfer call","confidence_score":0.92341286}]},{"text":"I just wanted to call up and just touch base with this claim. I know that we got a claims acceptance letter this morning with respect to the the recovery the trauma benefit Yep.","start_word":372,"end_word":405,"intents":[{"intent":"Check claim status","confidence_score":0.36255088}]},{"text":"The the calculation that we've done is kind of like a preemptive, like, look. It appears that she's gonna made it. So in this instance, we will process the benefit payment. Yes.","start_word":502,"end_word":533,"intents":[{"intent":"Process benefit payment","confidence_score":0.764396}]},{"text":"So confirming pay like, I've read I've read through the letter and sorry. Hiccups. By the looks of it, like, it's being paid as of today or, you know, will we pay today? Yep.","start_word":563,"end_word":596,"intents":[{"intent":"Confirm pay","confidence_score":0.22370565}]},{"text":"That of financial Heron year Todd. last year.","start_word":612,"end_word":619,"intents":[{"intent":"Discuss with heron","confidence_score":0.1111119}]},{"text":"Because we'll need to confirm her capacity for work because I don't think she was ever not able to work before this. And so it's only now that she's claiming for the that benefit. Yeah.","start_word":669,"end_word":703,"intents":[{"intent":"Confirm work capacity","confidence_score":0.13311109}]},{"text":"But I just wanted to sort of make sure that, yeah, it was everything that was attached to that email was definitely outstanding and and and just follow-up with her. She's really responsive, so it's not really gonna be an issue, but just wanted Yeah.","start_word":807,"end_word":851,"intents":[{"intent":"Follow-up with heron","confidence_score":0.61029494}]},{"text":"If you have any questions, give us a Yeah. I will.","start_word":883,"end_word":893,"intents":[{"intent":"Ask about any questions","confidence_score":0.0001134734}]}]},"sentiments":{"segments":[{"text":"Welcome to Zurich. To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. To lodge a new claim, press 1. For an existing claim, press 2. To hear these options again, press 8. I need to listen. To lodge a new claim, press 1. For an existing claim, press 2. Please note, your call may be recorded for quality and training purposes. Welcome to claims. Natalie speaking. Hi, Natalie. Larissa from Ophi Financial. How are you going? Not too bad. About yourself? Yeah.","start_word":0,"end_word":92,"sentiment":"neutral","sentiment_score":0.057251203805208206},{"text":"Really good. Thank you.","start_word":93,"end_word":96,"sentiment":"positive","sentiment_score":0.5492396354675293},{"text":"I was just calling up with regards to an existing claim that we have lodged. I can give you the claims number if that's helpful. Yes, please.","start_word":97,"end_word":123,"sentiment":"neutral","sentiment_score":0.14468830823898315},{"text":"Perfect.","start_word":124,"end_word":124,"sentiment":"positive","sentiment_score":0.393540620803833},{"text":"It's 2025Hyphen319182.","start_word":125,"end_word":126,"sentiment":"neutral","sentiment_score":0.21101447939872744},{"text":"Thank you very much.","start_word":127,"end_word":130,"sentiment":"positive","sentiment_score":0.5544825792312622},{"text":"Just bringing it up. Absolutely. K. Can I just get you to confirm the client the client's name just so I can make sure it's the correct one? Yeah. Janine Rockliff.","start_word":131,"end_word":161,"sentiment":"neutral","sentiment_score":0.10602807253599168},{"text":"Thank you very much.","start_word":162,"end_word":165,"sentiment":"positive","sentiment_score":0.3946022093296051},{"text":"This one looks like it's being handled by Victoria Blower. Just give me one second. I'll see if she's available for you first. Is that okay? Yeah.","start_word":166,"end_word":192,"sentiment":"neutral","sentiment_score":0.13270531594753265},{"text":"Amazing. Thank you.","start_word":193,"end_word":195,"sentiment":"positive","sentiment_score":0.37362176179885864},{"text":"Mhmm. K. And also with these ones, I do need to let you know our calls are recorded for training and verification purposes. Is that alright with yourself? Absolutely. Thank you. And would you mind if I just do a quick security check with yourself just so that when I transfer you over, you won't need Yeah. to complete that again. Can Yes. I get you to confirm the main adviser's name and the adviser code for me if that's okay with you? Yes. 5190SeverianoZata.","start_word":196,"end_word":280,"sentiment":"neutral","sentiment_score":0.0914275199174881},{"text":"Thank you very much. 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And there was a bunch of oh, I guess, a few outstandings that were listed for, like, an ongoing claim. But I know that Janine has been sending through or has sent through a lot of the financials, and I I guess I just wanted to touch base and find out where we were at, whether these things were still outstanding or whether it was Those standardized. the ones that are on that none of the ones that are on that letter are still outstanding. Alright. So we've Cool. made a yeah. The the calculation that we've done is kind of like a preemptive, like, look. It appears that she's gonna made it. So in this instance, we will process the benefit payment. Yes. And then if and then if but if she was to continue with an ongoing claim, we would get the those financials that are outstanding. Yeah. Yeah. Okay. Perfect. So confirming pay like, I've read I've read through the letter and sorry. Hiccups. By the looks of it, like, it's being paid as of today or, you know, will we pay today? Yep. Yep. Perfect. And then we're just looking for the financial the financials for close Yeah. That of financial Heron year Todd. last year. Yeah. Heron Yep. Todd White and then her And role the with financial regards to statement. the yep. Yep. Cool. And then did you still need the on the treating doctors and the customer claim form Yes. as well? Okay. Yep. If she's doing ongoing yeah. Yeah. Yeah. Yeah. Because we'll need to confirm her capacity for work because I don't think she was ever not able to work before this. And so it's only now that she's claiming for the that benefit. Yeah. The ongoing. Alright.","start_word":366,"end_word":706,"sentiment":"neutral","sentiment_score":0.025684717998913656},{"text":"Perfect.","start_word":707,"end_word":707,"sentiment":"positive","sentiment_score":0.3470277190208435},{"text":"Yep. No. That's okay. Cool. Well, I'll I'm gonna touch base with her today now. 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I'll get that all done with her and get that through to you, and we'll go from there.","start_word":857,"end_word":878,"sentiment":"positive","sentiment_score":0.4522596597671509},{"text":"Yeah.","start_word":879,"end_word":879,"sentiment":"neutral","sentiment_score":0.2824224829673767},{"text":"Perfect.","start_word":880,"end_word":880,"sentiment":"positive","sentiment_score":0.4068280756473541},{"text":"No worries. If you have any questions, give us a Yeah. I will. No.","start_word":881,"end_word":894,"sentiment":"neutral","sentiment_score":0.19753289222717285},{"text":"Thanks so call. much, Victoria. I appreciate it. No worries. Have a good day. Bye.","start_word":895,"end_word":909,"sentiment":"positive","sentiment_score":0.5361090540885926}],"average":{"sentiment":"neutral","sentiment_score":0.11268775338404444}}}}