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Amy. I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could. Do you want the claim number? Oh, it's C548851. Sorry.\n\nLarissa from Oakview. No. You're so fine. Yes. I can.\n\nI I was working on something else. So it's Paul Kelly. 05/1982, and it's for Hackia Avenue, Bell Road 282085. Thank you, darling. Yeah.\n\nYes. Oh, yeah. Yeah. Are you are there any notes on file? All all I'm wanting to know like, it's it's all fine.\n\nLike, I'm happy for Jamie to call me back, but it's realistically if there's anything on file because I know that the client's next payment's supposed to go through in the next couple of days, but I was wanting to know whether the chiropractor had responded through the inquiry. Was there anything along those lines? Fair enough. No. That's okay.\n\nYeah. Cool. I I thought it might be a different system or something like that, but that that's fine. If you ever get Jamie to give me a callback. Sure.\n\nJust call me last night. 044 yep. 8 648535. Perfect. Yep.\n\nAbsolutely. Perfect. Thank you so much. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Amy.","start":55.18,"end":55.98,"sentiment":"neutral","sentiment_score":0.02983597107231617},{"text":"I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could.","start":55.98,"end":64.805,"sentiment":"neutral","sentiment_score":0.009683469124138356},{"text":"Do you want the claim number?","start":64.865005,"end":66.085,"sentiment":"neutral","sentiment_score":-0.0040124816199143725},{"text":"Oh, it's C548851.","start":67.905,"end":71.445,"sentiment":"neutral","sentiment_score":0.02507162218292554},{"text":"Sorry.","start":75.585,"end":76.085,"sentiment":"neutral","sentiment_score":-0.011240828782320024}],"sentiment":"neutral","sentiment_score":0.009287503902756032,"num_words":42,"start":55.18,"end":76.085},{"sentences":[{"text":"Larissa from 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To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are current Welcome to MetLife. You have reached Amy. How can I help you today? Yes, please. 1 perfect. Thank you. And to whom am I speaking with? Larissa. Thank you so much. Okay. Alright. Good. K. What I'm gonna do on my end, because you've reached the general line, I do need to also complete a quick security check. So once I've completed that, I will put you through to the claims assessor who's in charge who will be able to give you an update on this client's claim. Just trying to get the profile up. It's It's loading. There we go. Okay. Can you please confirm with me, Larissa, the client's full name, date of birth, and address? Thank you. Yeah. Alright. Perfect. Thank you so much for providing me with those details. I'm just gonna place you on a brief hold, and I'll reach out to the claims assessor. You're welcome. Hey, Larissa. It's Amy. Are you still there on the line? Thank you so much for your patience. I'm so sorry that I've kept you for a little bit. The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning. She's just briefly stepped away from her desk. So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back. But before I can do that, I do need to collect just your contact details. If I may. Mhmm. Yes. Uh-huh. Okay. Unfortunately, I won't be able to tell any because this is the general line. I I'm not a claims assessor myself, so I don't have expertise when it it comes to a claim, and the process is up in their space. I've got it. Yeah. Yeah. Yes? What's what's your best contact number? Oh, you're breaking up there. 044 Yep. Eight six four eight 5355. 044 864-8535. Yep. Alright. Thank you so much, Marissa. I will raise that callback. I'll let Jamie know that you've called, and I'll have her reach out to you. You're welcome. Thank you. Alright. Take care. 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you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are current Welcome to MetLife.\n\nYou have reached Amy. How can I help you today? Yes, please. 1 perfect. Thank you.\n\nAnd to whom am I speaking with? Larissa. Thank you so much. Okay. Alright.\n\nGood. K. What I'm gonna do on my end, because you've reached the general line, I do need to also complete a quick security check. So once I've completed that, I will put you through to the claims assessor who's in charge who will be able to give you an update on this client's claim. Just trying to get the profile up.\n\nIt's It's loading. There we go. Okay. Can you please confirm with me, Larissa, the client's full name, date of birth, and address? Thank you.\n\nYeah. Alright. Perfect. Thank you so much for providing me with those details. I'm just gonna place you on a brief hold, and I'll reach out to the claims assessor.\n\nYou're welcome. Hey, Larissa. It's Amy. Are you still there on the line? Thank you so much for your patience.\n\nI'm so sorry that I've kept you for a little bit. The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning. She's just briefly stepped away from her desk. So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back. But before I can do that, I do need to collect just your contact details.\n\nIf I may. Mhmm. Yes. Uh-huh. Okay.\n\nUnfortunately, I won't be able to tell any because this is the general line. I I'm not a claims assessor myself, so I don't have expertise when it it comes to a claim, and the process is up in their space. I've got it. Yeah. Yeah.\n\nYes? What's what's your best contact number? Oh, you're breaking up there. 044 Yep. Eight six four eight 5355.\n\n044 864-8535. Yep. Alright. Thank you so much, Marissa. I will raise that callback.\n\nI'll let Jamie know that you've called, and I'll have her reach out to you. You're welcome. Thank you. Alright. Take care.\n\nBye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.56,"end":2.5,"sentiment":"positive","sentiment_score":0.35297896961371106},{"text":"To help direct your call, please choose from the following options.","start":3.1999998,"end":6.42,"sentiment":"neutral","sentiment_score":0.14650396596301685},{"text":"If you're calling about an insurance application, please press 1.","start":7.52,"end":11.12,"sentiment":"neutral","sentiment_score":0.021848724596202372},{"text":"If you're calling about a claim, please press 2.","start":11.12,"end":13.94,"sentiment":"neutral","sentiment_score":0.0015461402686519755},{"text":"For all Please note this call will be recorded for quality, training, and assurance purposes.","start":14.025,"end":22.605,"sentiment":"neutral","sentiment_score":-0.03158837417140603}],"sentiment":"neutral","sentiment_score":0.06839204586439711,"num_words":51,"start":0.56,"end":22.605},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":23.465,"end":30.37,"sentiment":"neutral","sentiment_score":-0.0058759799227118496},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au.","start":30.83,"end":42.13,"sentiment":"neutral","sentiment_score":0.00028065934946591204},{"text":"Thank you.","start":42.995003,"end":43.475002,"sentiment":"neutral","sentiment_score":0.16890115290880203},{"text":"We are transferring you now.","start":43.475002,"end":45.255,"sentiment":"neutral","sentiment_score":0.05738460123538971},{"text":"All our representatives are current Welcome to MetLife.","start":48.355,"end":52.295002,"sentiment":"neutral","sentiment_score":0.08176088728941977}],"sentiment":"neutral","sentiment_score":0.02048188276392849,"num_words":57,"start":23.465,"end":52.295002},{"sentences":[{"text":"You have reached Amy.","start":52.355,"end":53.315002,"sentiment":"neutral","sentiment_score":0.19875332340598106},{"text":"How can I help you today?","start":53.315002,"end":54.695,"sentiment":"neutral","sentiment_score":0.187412828207016},{"text":"Yes, please.","start":66.56,"end":67.38,"sentiment":"neutral","sentiment_score":0.013955785892903807},{"text":"1 perfect.","start":72.385,"end":72.945,"sentiment":"neutral","sentiment_score":0.2395675927400589},{"text":"Thank you.","start":72.945,"end":73.345,"sentiment":"neutral","sentiment_score":0.21548831462860107}],"sentiment":"neutral","sentiment_score":0.17859460308682173,"num_words":16,"start":52.355,"end":73.345},{"sentences":[{"text":"And to whom am I speaking with?","start":73.345,"end":74.965004,"sentiment":"neutral","sentiment_score":0.013793035277298518},{"text":"Larissa.","start":78.545006,"end":79.045006,"sentiment":"neutral","sentiment_score":0.06524643301963806},{"text":"Thank you so much.","start":79.185005,"end":80.16,"sentiment":"positive","sentiment_score":0.4282529875636101},{"text":"Okay.","start":80.8,"end":81.3,"sentiment":"neutral","sentiment_score":0.23689112067222595},{"text":"Alright.","start":81.600006,"end":82.08,"sentiment":"neutral","sentiment_score":0.26205047965049744}],"sentiment":"neutral","sentiment_score":0.1695536593241351,"num_words":14,"start":73.345,"end":82.08},{"sentences":[{"text":"Good.","start":82.08,"end":82.48,"sentiment":"neutral","sentiment_score":0.2934120297431946},{"text":"K.","start":82.48,"end":82.64001,"sentiment":"neutral","sentiment_score":0.0959685444831848},{"text":"What I'm gonna do on my end, because you've reached the general line, I do need to also complete a quick security check.","start":82.64001,"end":88.560005,"sentiment":"neutral","sentiment_score":0.0569637403216051},{"text":"So once I've completed that, I will put you through to the claims assessor who's in charge who will be able to give you an update on this client's claim.","start":88.560005,"end":97.115005,"sentiment":"neutral","sentiment_score":0.0605424693475167},{"text":"Just trying to get the profile up.","start":98.615005,"end":100.475,"sentiment":"neutral","sentiment_score":0.009171670036656516}],"sentiment":"neutral","sentiment_score":0.05774229632750634,"num_words":62,"start":82.08,"end":100.475},{"sentences":[{"text":"It's It's loading.","start":108.535,"end":109.659996,"sentiment":"neutral","sentiment_score":-0.014843823698659738},{"text":"There we go.","start":116.35999,"end":116.92,"sentiment":"neutral","sentiment_score":0.0698996012409528},{"text":"Okay.","start":116.92,"end":117.31999,"sentiment":"neutral","sentiment_score":0.0563812293112278},{"text":"Can you please confirm with me, Larissa, the client's full name, date of birth, and address?","start":117.31999,"end":121.74,"sentiment":"neutral","sentiment_score":0.033077628002502024},{"text":"Thank you.","start":126.494995,"end":127.314995,"sentiment":"neutral","sentiment_score":0.14181321114301682}],"sentiment":"neutral","sentiment_score":0.04137668129056692,"num_words":25,"start":108.535,"end":127.314995},{"sentences":[{"text":"Yeah.","start":138.72,"end":139.2,"sentiment":"neutral","sentiment_score":0.05902695655822754},{"text":"Alright.","start":139.2,"end":139.36,"sentiment":"neutral","sentiment_score":0.16678085923194885},{"text":"Perfect.","start":139.36,"end":139.68,"sentiment":"positive","sentiment_score":0.3531986474990845},{"text":"Thank you so much for providing me with those details.","start":139.68,"end":141.76,"sentiment":"positive","sentiment_score":0.47900909185409546},{"text":"I'm just gonna place you on a brief hold, and I'll reach out to the claims assessor.","start":141.76,"end":144.81999,"sentiment":"neutral","sentiment_score":0.20346271290498621}],"sentiment":"neutral","sentiment_score":0.29426545004049937,"num_words":30,"start":138.72,"end":144.81999},{"sentences":[{"text":"You're welcome.","start":146.08,"end":146.9,"sentiment":"positive","sentiment_score":0.3477795720100403},{"text":"Hey, Larissa.","start":226.6,"end":227.4,"sentiment":"neutral","sentiment_score":0.08345700055360794},{"text":"It's Amy.","start":227.4,"end":227.96,"sentiment":"neutral","sentiment_score":0.04744583833962679},{"text":"Are you still there on the line?","start":227.96,"end":229.095,"sentiment":"neutral","sentiment_score":-0.004503410775214434},{"text":"Thank you so much for your patience.","start":230.695,"end":232.135,"sentiment":"positive","sentiment_score":0.5708187733377729}],"sentiment":"neutral","sentiment_score":0.24607861798722297,"num_words":20,"start":146.08,"end":232.135},{"sentences":[{"text":"I'm so sorry that I've kept you for a little bit.","start":232.135,"end":234.55501,"sentiment":"neutral","sentiment_score":-0.2557036883451722},{"text":"The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning.","start":234.775,"end":239.755,"sentiment":"neutral","sentiment_score":-0.07115732617676258},{"text":"She's just briefly stepped away from her desk.","start":239.975,"end":242.05501,"sentiment":"neutral","sentiment_score":-0.16834585182368755},{"text":"So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back.","start":242.05501,"end":248.02,"sentiment":"neutral","sentiment_score":0.021352927855871343},{"text":"But before I can do that, I do need to collect just your contact details.","start":248.48,"end":253.22,"sentiment":"neutral","sentiment_score":-0.042866290112336475}],"sentiment":"neutral","sentiment_score":-0.06974221246294034,"num_words":81,"start":232.135,"end":253.22},{"sentences":[{"text":"If I may.","start":253.76,"end":254.58,"sentiment":"neutral","sentiment_score":-0.005477358897527059},{"text":"Mhmm.","start":261.585,"end":262.085,"sentiment":"neutral","sentiment_score":-0.013476536609232426},{"text":"Yes.","start":269.98502,"end":270.48502,"sentiment":"neutral","sentiment_score":0.04092975705862045},{"text":"Uh-huh.","start":270.625,"end":271.125,"sentiment":"neutral","sentiment_score":0.027122223749756813},{"text":"Okay.","start":279.58,"end":280.08,"sentiment":"neutral","sentiment_score":-0.037467531859874725}],"sentiment":"neutral","sentiment_score":0.00009654794952699117,"num_words":7,"start":253.76,"end":280.08},{"sentences":[{"text":"Unfortunately, I won't be able to tell any because this is the general line.","start":280.14,"end":284.06,"sentiment":"neutral","sentiment_score":-0.16823142766952515},{"text":"I I'm not a claims assessor myself, so I don't have expertise when it it comes to a claim, and the process is up in their space.","start":284.06,"end":290.345,"sentiment":"neutral","sentiment_score":-0.22596599603140796},{"text":"I've got it.","start":290.725,"end":291.545,"sentiment":"neutral","sentiment_score":-0.09735247741142909},{"text":"Yeah.","start":292.005,"end":292.505,"sentiment":"neutral","sentiment_score":0.02232675813138485},{"text":"Yeah.","start":298.48502,"end":298.885,"sentiment":"neutral","sentiment_score":0.011865242384374142}],"sentiment":"neutral","sentiment_score":-0.18943885460738902,"num_words":46,"start":280.14,"end":298.885},{"sentences":[{"text":"Yes?","start":298.885,"end":299.385,"sentiment":"neutral","sentiment_score":0.013430736027657986},{"text":"What's what's your best contact number?","start":300.165,"end":302.58502,"sentiment":"neutral","sentiment_score":0.005969770873586337},{"text":"Oh, you're breaking up there.","start":305.59,"end":306.95,"sentiment":"neutral","sentiment_score":-0.026357252895832062},{"text":"044 Yep.","start":306.95,"end":309.19,"sentiment":"neutral","sentiment_score":0.006658160127699374},{"text":"Eight six four eight 5355.","start":309.27,"end":319.175,"sentiment":"neutral","sentiment_score":0.010534724034368993}],"sentiment":"neutral","sentiment_score":-0.0008708927780389786,"num_words":19,"start":298.885,"end":319.175},{"sentences":[{"text":"044 864-8535.","start":319.175,"end":323.115,"sentiment":"neutral","sentiment_score":0.03568486589938402},{"text":"Yep.","start":324.855,"end":325.355,"sentiment":"neutral","sentiment_score":0.17094776034355164},{"text":"Alright.","start":325.735,"end":326.055,"sentiment":"neutral","sentiment_score":0.3036580979824066},{"text":"Thank you so much, Marissa.","start":326.055,"end":327.175,"sentiment":"positive","sentiment_score":0.5182429313659668},{"text":"I will raise that callback.","start":327.175,"end":328.295,"sentiment":"positive","sentiment_score":0.3943654835224152}],"sentiment":"positive","sentiment_score":0.36492983318333116,"num_words":14,"start":319.175,"end":328.295},{"sentences":[{"text":"I'll let Jamie know that you've called, and I'll have her reach out to you.","start":328.295,"end":331.435,"sentiment":"neutral","sentiment_score":0.303741455078125},{"text":"You're welcome.","start":333.97086,"end":334.71088,"sentiment":"positive","sentiment_score":0.4494347423315048},{"text":"Thank you.","start":335.01086,"end":335.83087,"sentiment":"positive","sentiment_score":0.5027545094490051},{"text":"Alright.","start":335.89087,"end":336.29086,"sentiment":"positive","sentiment_score":0.3823049664497375},{"text":"Take care.","start":336.29086,"end":337.03085,"sentiment":"neutral","sentiment_score":0.3102492541074753}],"sentiment":"positive","sentiment_score":0.33924108201807196,"num_words":22,"start":328.295,"end":337.03085},{"sentences":[{"text":"Bye.","start":337.65088,"end":338.15088,"sentiment":"neutral","sentiment_score":-0.07645444571971893}],"sentiment":"neutral","sentiment_score":-0.07645444571971893,"num_words":1,"start":337.65088,"end":338.15088}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are current Welcome to MetLife.\n\nYou have reached Amy. How can I help you today?\n\nChannel 0: Hi, Amy. I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could. Do you want the claim number?\n\nChannel 1: Yes, please.\n\nChannel 0: Oh, it's C548851.\n\nChannel 1: 1 perfect. Thank you. And to whom am I speaking with?\n\nChannel 0: Sorry. Larissa from Oakview.\n\nChannel 1: Larissa. Thank you so much. Okay. Alright. Good.\n\nK. What I'm gonna do on my end, because you've reached the general line, I do need to also complete a quick security check. So once I've completed that, I will put you through to the claims assessor who's in charge who will be able to give you an update on this client's claim. Just trying to get the profile up. It's It's loading.\n\nChannel 0: No. You're so fine.\n\nChannel 1: There we go. Okay. Can you please confirm with me, Larissa, the client's full name, date of birth, and address?\n\nChannel 0: Yes. I can.\n\nChannel 1: Thank you.\n\nChannel 0: I I was working on something else. So it's Paul Kelly. 05/1982, and it's for Hackia Avenue, Bell Road 282085.\n\nChannel 1: Yeah. Alright. Perfect. Thank you so much for providing me with those details. I'm just gonna place you on a brief hold, and I'll reach out to the claims assessor.\n\nChannel 0: Thank you, darling.\n\nChannel 1: You're welcome.\n\nChannel 0: Yeah.\n\nChannel 1: Hey, Larissa. It's Amy. Are you still there on the line?\n\nChannel 0: Yes. Oh, yeah.\n\nChannel 1: Thank you so much for your patience. I'm so sorry that I've kept you for a little bit. The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning. She's just briefly stepped away from her desk. So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back.\n\nBut before I can do that, I do need to collect just your contact details. If I may.\n\nChannel 0: Yeah. Are you are there any notes on file? All all I'm wanting to know like, it's it's all fine. Like, I'm happy for Jamie to call me back, but\n\nChannel 1: Mhmm.\n\nChannel 0: it's realistically if there's anything on file because I know that the client's next payment's supposed to go through in the next couple of days,\n\nChannel 1: Yes. Uh-huh.\n\nChannel 0: but I was wanting to know whether the chiropractor had responded through the inquiry. Was there anything along those lines?\n\nChannel 1: Okay. Unfortunately, I won't be able to tell any because\n\nChannel 0: Fair enough.\n\nChannel 1: this is the general line. I I'm not a claims assessor myself, so I don't have expertise when it it comes to a claim, and the process is up in their space. I've\n\nChannel 0: No.\n\nChannel 1: got it.\n\nChannel 0: That's okay. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Cool. I I thought it might be a different system or something like that, but that that's fine. If you ever get Jamie to give me a callback.\n\nChannel 1: Yeah. Yes? What's what's your best contact number?\n\nChannel 0: Sure. Just call me last night. 044\n\nChannel 1: Oh, you're breaking up there. 044\n\nChannel 0: yep. 8\n\nChannel 1: Yep.\n\nChannel 0: 648535.\n\nChannel 1: Eight six four eight 5355. 044\n\nChannel 0: Perfect.\n\nChannel 1: 864-8535.\n\nChannel 0: Yep. Absolutely.\n\nChannel 1: Yep.\n\nChannel 0: Perfect.\n\nChannel 1: Alright. Thank you so much, Marissa. I will raise that callback. I'll let Jamie know that you've called, and I'll have her reach out to you.\n\nChannel 0: Thank you so much. Okay.\n\nChannel 1: You're welcome. Thank you. Alright. Take care.\n\nChannel 0: Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.56,"end":2.5,"sentiment":"positive","sentiment_score":0.35297896961371106},{"text":"To help direct your call, please choose from the following options.","start":3.1999998,"end":6.42,"sentiment":"neutral","sentiment_score":0.14650396596301685},{"text":"If you're calling about an insurance application, please press 1.","start":7.52,"end":11.12,"sentiment":"neutral","sentiment_score":0.021848724596202372},{"text":"If you're calling about a claim, please press 2.","start":11.12,"end":13.94,"sentiment":"neutral","sentiment_score":0.0015461402686519755},{"text":"For all Please note this call will be recorded for quality, training, and assurance purposes.","start":14.025,"end":22.605,"sentiment":"neutral","sentiment_score":-0.03158837417140603}],"sentiment":"neutral","sentiment_score":0.06839204586439711,"channel":1,"num_words":51,"start":0.56,"end":22.605},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":23.465,"end":30.37,"sentiment":"neutral","sentiment_score":-0.0058759799227118496},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au.","start":30.83,"end":42.13,"sentiment":"neutral","sentiment_score":0.00028065934946591204},{"text":"Thank you.","start":42.995003,"end":43.475002,"sentiment":"neutral","sentiment_score":0.16890115290880203},{"text":"We are transferring you now.","start":43.475002,"end":45.255,"sentiment":"neutral","sentiment_score":0.05738460123538971},{"text":"All our representatives are current Welcome to MetLife.","start":48.355,"end":52.295002,"sentiment":"neutral","sentiment_score":0.08176088728941977}],"sentiment":"neutral","sentiment_score":0.02048188276392849,"channel":1,"num_words":57,"start":23.465,"end":52.295002},{"sentences":[{"text":"You have reached Amy.","start":52.355,"end":53.315002,"sentiment":"neutral","sentiment_score":0.19875332340598106},{"text":"How can I help you today?","start":53.315002,"end":54.695,"sentiment":"neutral","sentiment_score":0.187412828207016}],"sentiment":"neutral","sentiment_score":0.19194902628660201,"channel":1,"num_words":10,"start":52.355,"end":54.695},{"sentences":[{"text":"Hi, Amy.","start":55.18,"end":55.98,"sentiment":"neutral","sentiment_score":0.02983597107231617},{"text":"I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could.","start":55.98,"end":64.805,"sentiment":"neutral","sentiment_score":0.009683469124138356},{"text":"Do you want the claim number?","start":64.865005,"end":66.085,"sentiment":"neutral","sentiment_score":-0.0040124816199143725}],"sentiment":"neutral","sentiment_score":0.008581608582876231,"channel":0,"num_words":38,"start":55.18,"end":66.085},{"sentences":[{"text":"Yes, please.","start":66.56,"end":67.38,"sentiment":"neutral","sentiment_score":0.013955785892903807}],"sentiment":"neutral","sentiment_score":0.013955785892903807,"channel":1,"num_words":2,"start":66.56,"end":67.38},{"sentences":[{"text":"Oh, it's C548851.","start":67.905,"end":71.445,"sentiment":"neutral","sentiment_score":0.02507162218292554}],"sentiment":"neutral","sentiment_score":0.02507162218292554,"channel":0,"num_words":3,"start":67.905,"end":71.445},{"sentences":[{"text":"1 perfect.","start":72.385,"end":72.945,"sentiment":"neutral","sentiment_score":0.2395675927400589},{"text":"Thank you.","start":72.945,"end":73.345,"sentiment":"neutral","sentiment_score":0.21548831462860107},{"text":"And to whom am I speaking with?","start":73.345,"end":74.965004,"sentiment":"neutral","sentiment_score":0.013793035277298518}],"sentiment":"neutral","sentiment_score":0.09151482378894632,"channel":1,"num_words":11,"start":72.385,"end":74.965004},{"sentences":[{"text":"Sorry.","start":75.585,"end":76.085,"sentiment":"neutral","sentiment_score":-0.011240828782320024},{"text":"Larissa from Oakview.","start":76.705,"end":77.925,"sentiment":"neutral","sentiment_score":0.0037040539706746736}],"sentiment":"neutral","sentiment_score":-0.00003216671757400036,"channel":0,"num_words":4,"start":75.585,"end":77.925},{"sentences":[{"text":"Larissa.","start":78.545006,"end":79.045006,"sentiment":"neutral","sentiment_score":0.06524643301963806},{"text":"Thank you so much.","start":79.185005,"end":80.16,"sentiment":"positive","sentiment_score":0.4282529875636101},{"text":"Okay.","start":80.8,"end":81.3,"sentiment":"neutral","sentiment_score":0.23689112067222595},{"text":"Alright.","start":81.600006,"end":82.08,"sentiment":"neutral","sentiment_score":0.26205047965049744},{"text":"Good.","start":82.08,"end":82.48,"sentiment":"neutral","sentiment_score":0.2934120297431946}],"sentiment":"neutral","sentiment_score":0.32132650166749954,"channel":1,"num_words":8,"start":78.545006,"end":82.48},{"sentences":[{"text":"K.","start":82.48,"end":82.64001,"sentiment":"neutral","sentiment_score":0.0959685444831848},{"text":"What I'm gonna do on my end, because you've reached the general line, I do need to also complete a quick security check.","start":82.64001,"end":88.560005,"sentiment":"neutral","sentiment_score":0.0569637403216051},{"text":"So once I've completed that, I will put you through to the claims assessor who's in charge who will be able to give you an 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six four eight 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The representative asks for the client's information and confirms the details before transferring the call to the claims tackling agent Amy. Amy tries to check for any notes on file but is unable to, so she promises to have the claims agent call the customer back."},"intents":{"segments":[{"text":"I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could. Do you want the claim number?","start_word":120,"end_word":155,"intents":[{"intent":"Request update on claim","confidence_score":0.012710457}]},{"text":"The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning. She's just briefly stepped away from her desk. So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back. But before I can do that, I do need to collect just your contact details. If I may.","start_word":365,"end_word":437,"intents":[{"intent":"Assist claim assessor","confidence_score":0.0016567729},{"intent":"Request callback","confidence_score":0.14953224}]},{"text":"Are you are there any notes on file?","start_word":439,"end_word":446,"intents":[{"intent":"Gather information","confidence_score":0.0049177264}]},{"text":"If you ever get Jamie to give me a callback. Yeah. Yes?","start_word":586,"end_word":597,"intents":[{"intent":"Contact jamie for callback","confidence_score":0.000055116798}]}]},"sentiments":{"segments":[{"text":"Thank you for calling MetLife Australia.","start_word":0,"end_word":5,"sentiment":"positive","sentiment_score":0.34870442748069763},{"text":"To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.metlife.com.au. Thank you. We are transferring you now. All our representatives are current Welcome to MetLife. You have reached Amy. How can I help you today? Hi, Amy. I have a client who is currently under claim, and I was just wanting to get a little bit of an update, see the notes on file if I could. Do you want the claim number? Yes, please. Oh, it's C548851. 1 perfect. Thank you. And to whom am I speaking with? Sorry. Larissa from Oakview. Larissa.","start_word":6,"end_word":176,"sentiment":"neutral","sentiment_score":0.03496142849326134},{"text":"Thank you so much.","start_word":177,"end_word":180,"sentiment":"positive","sentiment_score":0.4301106929779053},{"text":"Okay. Alright. Good. K. 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Thank you so much for providing me with those details.","start_word":299,"end_word":309,"sentiment":"positive","sentiment_score":0.4562739133834839},{"text":"I'm just gonna place you on a brief hold, and I'll reach out to the claims assessor.","start_word":310,"end_word":326,"sentiment":"neutral","sentiment_score":0.20686186850070953},{"text":"Thank you, darling. You're welcome.","start_word":327,"end_word":331,"sentiment":"positive","sentiment_score":0.42495641112327576},{"text":"Yeah. Hey, Larissa. It's Amy. Are you still there on the line? Yes. Oh, yeah.","start_word":332,"end_word":346,"sentiment":"neutral","sentiment_score":0.07915061215559642},{"text":"Thank you so much for your patience.","start_word":347,"end_word":353,"sentiment":"positive","sentiment_score":0.5659390687942505},{"text":"I'm so sorry that I've kept you for a little bit. The claims assessor assigned to this claim, I know she's here today because I did call her earlier this morning. She's just briefly stepped away from her desk. So what I wanna do on my end is I'm going to arrange for a callback, and I'll have her reach out to you once she's back. But before I can do that, I do need to collect just your contact details. If I may. Yeah. Are you are there any notes on file? All all I'm wanting to know like, it's it's all fine. Like, I'm happy for Jamie to call me back, but Mhmm. it's realistically if there's anything on file because I know that the client's next payment's supposed to go through in the next couple of days, Yes. Uh-huh. but I was wanting to know whether the chiropractor had responded through the inquiry. Was there anything along those lines? Okay. Unfortunately, I won't be able to tell any because Fair enough. this is the general line. I I'm not a claims assessor myself, so I don't have expertise when it it comes to a claim, and the process is up in their space. I've No. got it. That's okay. Yeah. Yeah. Cool. I I thought it might be a different system or something like that, but that that's fine. If you ever get Jamie to give me a callback. Yeah. Yes? What's what's your best contact number? Sure. Just call me last night. 044 Oh, you're breaking up there. 044 yep. 8 Yep. 648535. Eight six four eight 5355. 044 Perfect. 864-8535. Yep. Absolutely. Yep.","start_word":354,"end_word":631,"sentiment":"neutral","sentiment_score":-0.0328110009431839},{"text":"Perfect.","start_word":632,"end_word":632,"sentiment":"positive","sentiment_score":0.34134066104888916},{"text":"Alright.","start_word":633,"end_word":633,"sentiment":"neutral","sentiment_score":0.3036580979824066},{"text":"Thank you so much, Marissa. I will raise that callback.","start_word":634,"end_word":643,"sentiment":"positive","sentiment_score":0.4476495683193207},{"text":"I'll let Jamie know that you've called, and I'll have her reach out to you.","start_word":644,"end_word":658,"sentiment":"neutral","sentiment_score":0.30793923139572144},{"text":"Thank you so much.","start_word":659,"end_word":662,"sentiment":"positive","sentiment_score":0.48798924684524536},{"text":"Okay.","start_word":663,"end_word":663,"sentiment":"neutral","sentiment_score":0.3085732161998749},{"text":"You're welcome. Thank you. Alright. Take care.","start_word":664,"end_word":670,"sentiment":"positive","sentiment_score":0.421615332365036},{"text":"Bye. Bye.","start_word":671,"end_word":672,"sentiment":"neutral","sentiment_score":0.10156482458114624}],"average":{"sentiment":"neutral","sentiment_score":0.05617805314111425}}}}