{"metadata":{"transaction_key":"deprecated","request_id":"019db370-5e7d-76a3-b237-c3e193be6c45","sha256":"9133a6ebedd45b7147778d346edc449cde6fe96da8d2059da09e543a847905bc","created":"2026-04-22T04:26:21.823Z","duration":1419.1919,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":4972,"output_tokens":104},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5472,"output_tokens":5483},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":5472,"output_tokens":516}},"results":{"channels":[{"alternatives":[{"transcript":"Good afternoon, missus Davis. This is Veronica from OQ Financial. How are you? I'm good. Thanks. I had you booked in. I've just got over your strategy recommendations after I did some research for you. Is now still a good time? I can try to make it quick for you, but maybe, like, twenty minutes. Do you how how much time do you have? That's okay. Are you when do you have to go? How much time? I can try to make it as quickly as I can for you because there's not too many changes. Yep. Okay. Yes. Now I will make it quick for you there, David. Now just before if if you do have to go, though, just just interrupt me and let me know, but I'll try and make it as quick as I can for you. Now before I go any further, I just need to let you know that our calls are being recorded for quality and coaching purposes, if that's okay. Perfect. And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please. Yep. Yep. Yes, please. Yep. Perfect. That's exactly what I have here. Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now. So I will just kind of run through the most important section. And then when you have a little bit more time, have a read through it. And if you don't have any questions, you can let me know. Is that okay? Yep. Perfect. Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more. Yeah. So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago. And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time. So, yeah, so what I what we can do for you is I have confirmed with them that we can actually initiate a backdated IP claim. So we can assist you with it if you're happy with that. So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is good. Yeah. So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help. They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself. We will help you through the process to try to get a little bit of that money that you could have potentially got back then. So a little bit of extra might be good. No. No. It's all part of the ongoing service, and that's why what we're here to help you do. So no. No additional charges to do that for you. Yeah. So if you hear from my my team, it'll be Caden and Larissa, not today, because you're busy. I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully be nice. Yeah. Exactly. So what I have recommended, obviously, because of that is I don't wanna cancel any of your host bus insurance. I know you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand. But given that we can look at potentially claiming some for you back then, it is still worth having. So I have recommended, for the time being anyway, that we keep your cover. Yeah. So we keep your life, keep income protection for now, especially if we can kinda get that claim for you. And you already have it in place, and it it's not too bad. It's about 1,543 a year, and that gives you the income protection and then life and pay pay day of about 2,230 thousand dollars as well. Now if anything ever were to happen to you where you need to make a claim in the future as well, but not just this backdated, you just give me a call or give us a call, and then we will help you through the process. Because sometimes it can be a bit more tricky trying to go through through them, especially if they're telling you things whereas we can push a bit more and and try to do that for you. Hopefully, nothing nothing happens. But but if so, just call us. Okay? Yeah. Perfect. The other kind of recommendation I have made is because we wanna make sure we keep you in the fund that is going to do the the give you the most amount of growth. And looking at the investment, that is hub twenty four. So I have recommended that we do a partial rollover from host plus into hub twenty four to make sure we have the money where it's going to grow the most, but we still keep about 10,000 in host plus to make sure we keep your insurances active. Does that make sense? Yes. Yes. So you currently have hub twenty four and host plus. And at the moment, because you have contributions in host plus, which is correct, we want it that way because of the insurances, the balance obviously increases. So at the moment, you have about 34,000 in host plus. So we, yeah, we would just wanna roll a little bit of money from host plus into hub twenty four so you have more in hub twenty four to give you more growth. Does that make sense? Yeah. So we will help you through through through this as well with all the forms so you don't have to worry about it. Now what I have also recommended is to do a bit of a change with your investment. So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well. So I have made a recommendation on changing some of your investment. Now your current portfolio so this might make a bit more sense when you have a look at the documents. That is page 16. So your current portfolio has performed over the last five years on a rolling basis. So so eight share on average about 8.07%. Okay? Now the new recommended portfolio has done 10.99%. So it's about 3.92% better than your your old current portfolio, which is good. And addition to it, it's also a little bit cheaper. So the way that I have changed some of your investments, it is reducing your your fee a little bit. So it's actually saving you about $341 a year in fees alone. So that's pretty good. So, basically, making a couple of changes reduces the fees, but also improve the returns for you. And especially when we are looking so I've also done a a bit more of an extended comparison of the portfolios using a twelve month, three years, five years, and ten year time frame to show you. And across all time frames, the recommended portfolio has outperformed your current one. Even when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23. So it has performed a little bit better, and it's a little bit cheaper, which is nice. Now when it comes to how the investments are changing, that is outlined on page 19 when you have a moment. So when you do look at it, you will see a list of all your investments. It will also also show you a a buy and sell column. Now everything that is highlighted in red is what we are selling, and black is what we are buying to make it easy for you. But to give you a bit of an overview, is that the portfolio itself, what we are doing is kind of moving away a little bit from a bit more of a complex and a little bit a higher risk mix of investment into a bit more structured and diversified strategy. Now we've also kind of reduced some of your kind of specific investments and things that you had, like, you know, some technology and some lithium and stuff like that as well. So they can perform well at times, but they can also be a little bit more kind of volatile and less predictable. So we've kind of repositioned the portfolio a little bit and focusing more in investing in your broad diversified market. So we have a bit in US. We also have about 20% in Australia. We also make sure that we have more diversification. So we have about 4% in Japan. We also have 7% in Europe. And then we have another investment that's called Vanguard or World, but this one excludes The US. So invest in companies all around the world, but it excludes The US because you already have that exposure in another investment. So we don't wanna double up on one market either. Does that kind of make sense? Yeah. Area. And and that is okay, and that's what we're here for. The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it. But at the end of the day, I do completely understand that it can get quite technical when it comes to the investment. And, basically, I guess, to make it short, there's not massive changes. We are just changing some investments that have haven't performed as well to some other ones, but making sure we keep you diversified at all times. Still keeping you in a growth allocation, but not changing in terms of how much risk of volat volatation or stuff like that. It's keeping you within a growth portfolio still. We still have some goals and your defensive investments as well to stabilize everything for you. And we have about, let me see here, a little bit in the Australian property market as well. So about 4% in in this option, which which is pretty good, And it basically gives you access to a range of listed property companies. So you will have shopping centers and office buildings, warehouse, industrial properties, all kind of in one single investment. And it just obviously makes it a bit easier than owning the physical properties yourself while still having exposure to that market. So is that Exactly. Yeah. But yeah. And we did do do do a bit of research on it, and it's definitely a good addition to your portfolio. Obviously, we don't wanna have too much in one section, but we wanna make sure we have we we include that for you. So, overall, the the recommended portfolio has performed a little bit better. It's a little bit cheaper for you. You are not taking on any more risk and still keeping your insurances for now. Like I said, I will also pass your details over to the claims team here to help you with the backdated claim. We will help and guide you through the process to make it easy. And there's no additional fees and charges. So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you. Just have a read through the document if you are happy to go ahead. I will just need you to sign the document. That will then send it back to me. I'll get notified, and I will process these changes for you. If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up. There's also a bit of a text box in the document. So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want. But if you don't wanna make any changes and you're happy, you can just write NA or a full stop. That's fine. And the last thing is the remuneration. So no additional fees and charges. It is all part of your ongoing advice fee. Stays exactly the same at 1.65. So the claims and going ahead with the recommendation, there's no additional fees or charges for you, David. Yeah. That that's okay. That's as long as yep. Yes. Exactly. So there should just be, like, a couple of signatures. It is all it will take you automatically there through to make it nice and easy. It's all digital as well, prefilled for you. It just asks you to draw a signature, and you have access to this document as well. So if you do wanna go back at any point in time, it's all there for you. And if there's anything you want me to explain further, let me know. But it is pretty straightforward of what we're doing. We're not making any drastic changes for you, just improving things a little bit. And like I said, I will get my colleague Hayden and Larissa to kind of help you through the the claims to see if we can give you a little bit of money as well from when you were off work. Yeah. No. That is okay. Now, David, do you have any questions or anything else for me at this point, otherwise? No? Yep. Yeah. So let me have a look. So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated. But, roughly, your income protection is about 2,500, but there's also tax on it. Yes. So there is tax that will come offered as well. Now, Kate and then right. But, hopefully, it's a lot better than nothing, especially if it's stuff that you, you know, should have had back then. If we can give you anything, it's good. Yeah. Yeah. Yeah. It's like yeah. Yeah. Yeah. Which is which is ridiculous. Yeah. Yeah. Yeah. Yeah. Exactly. And now we will try our absolute best to get as much as we can for you. Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you don't have to to to worry about it because I know it can be a bit tedious otherwise. Exactly. Exactly. Sorry. Yeah. They'll let me know how that all goes as well, and, hopefully, yeah, we can give you a little bit of extra money. Otherwise, I will keep a lookout for that document to come through and and authorize those changes for you, David. But if there's anything else that you need at any point in time, you know, don't hesitate to give me a call or send me an email. Okay? No problem. Yes. Yep. Yes. Yeah. That's that's okay. It's there if you ever change your mind. And any questions, you can always call me. But, no, otherwise, that's that's okay. And have a look for your spam as well because it has been sent on my end, but it should be in your inbox when you hang up the phone. But, yeah, have a little look at the spam folder as well because sometimes it does end up there. Yeah. That's there there it is. Do you want me to stay on the phone while you sign it if you're happy to do so in case there's any issue? Yeah. Yep. Yep. I'm sorry. When you usually are yes. Yep. You can just put an a because where the text is, it's if you needed if you wanted to change anything. Yep. Yes. If you could draw your name. That's okay. That's okay. Take your time. It sometimes works. Sometimes they ask you to draw it. But if it if it allows you to order fill, that's okay. No. No. You shouldn't have to do it. Yeah. Even if you do a little bit of a, like, a little bit of a scribble. Okay. There you go. Sounds good. Yep. Yep. Yep. Nope. That's okay. Yep. Unless there was anything you you wanted to change or anything. Nah. Nah. Perfect. Yep. Can you click on anything if it says fill in? Yeah. Yes. Can you type any like, a letter or anything? Okay. Even maybe here put that n a or just a full stop, because sometimes it won't let you go further without putting anything in. Yep. Perfect. That's good. Sometimes it loads a little bit, and then it should say, like, finished or complete or ready for download. And if it says that, if you want to, it's up to you because I'll get a copy sent to me automatically when it comes through. And the download, if you if you would like to download a copy for your records. Yeah. But I always have a copy on file as well if you ever wanted. And I can see here, Maia, that has come through okay. So that is perfect. That worked okay. I will get the team to authorize this request now for you. And like I said, I'll get Caden and Larissa to kind of work and help you through the claim. They will let me know how everything is going. And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call. But, otherwise, I will let you go and get ready for your shift. And, hopefully, I didn't put you back too much in time. Oh, yeah. Okay. Yep. Okay. Yep. Caden yeah. Perfect. I will let him know because Caden will be in the office on Friday. So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on Friday. Yeah. Okay. Perfect. Well, thank you so much, David, and I look forward to speaking with you soon again. No problem at all. You have a good afternoon. Thanks. 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afternoon, missus Davis. This is Veronica from OQ Financial. How are you? I'm good. Thanks.\n\nI had you booked in. I've just got over your strategy recommendations after I did some research for you. Is now still a good time? I can try to make it quick for you, but maybe, like, twenty minutes. Do you how how much time do you have?\n\nThat's okay. Are you when do you have to go? How much time? I can try to make it as quickly as I can for you because there's not too many changes. Yep.\n\nOkay. Yes. Now I will make it quick for you there, David. Now just before if if you do have to go, though, just just interrupt me and let me know, but I'll try and make it as quick as I can for you. Now before I go any further, I just need to let you know that our calls are being recorded for quality and coaching purposes, if that's okay.\n\nPerfect. And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please. Yep. Yep. Yes, please.\n\nYep. Perfect. That's exactly what I have here. Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now. So I will just kind of run through the most important section.\n\nAnd then when you have a little bit more time, have a read through it. And if you don't have any questions, you can let me know. Is that okay? Yep. Perfect.\n\nNow, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more. Yeah. So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago. And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time. So, yeah, so what I what we can do for you is I have confirmed with them that we can actually initiate a backdated IP claim.\n\nSo we can assist you with it if you're happy with that. So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is good. Yeah. So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help. They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself.\n\nWe will help you through the process to try to get a little bit of that money that you could have potentially got back then. So a little bit of extra might be good. No. No. It's all part of the ongoing service, and that's why what we're here to help you do.\n\nSo no. No additional charges to do that for you. Yeah. So if you hear from my my team, it'll be Caden and Larissa, not today, because you're busy. I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully be nice.\n\nYeah. Exactly. So what I have recommended, obviously, because of that is I don't wanna cancel any of your host bus insurance. I know you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand. But given that we can look at potentially claiming some for you back then, it is still worth having.\n\nSo I have recommended, for the time being anyway, that we keep your cover. Yeah. So we keep your life, keep income protection for now, especially if we can kinda get that claim for you. And you already have it in place, and it it's not too bad. It's about 1,543 a year, and that gives you the income protection and then life and pay pay day of about 2,230 thousand dollars as well.\n\nNow if anything ever were to happen to you where you need to make a claim in the future as well, but not just this backdated, you just give me a call or give us a call, and then we will help you through the process. Because sometimes it can be a bit more tricky trying to go through through them, especially if they're telling you things whereas we can push a bit more and and try to do that for you. Hopefully, nothing nothing happens. But but if so, just call us. Okay?\n\nYeah. Perfect. The other kind of recommendation I have made is because we wanna make sure we keep you in the fund that is going to do the the give you the most amount of growth. And looking at the investment, that is hub twenty four. So I have recommended that we do a partial rollover from host plus into hub twenty four to make sure we have the money where it's going to grow the most, but we still keep about 10,000 in host plus to make sure we keep your insurances active.\n\nDoes that make sense? Yes. Yes. So you currently have hub twenty four and host plus. And at the moment, because you have contributions in host plus, which is correct, we want it that way because of the insurances, the balance obviously increases.\n\nSo at the moment, you have about 34,000 in host plus. So we, yeah, we would just wanna roll a little bit of money from host plus into hub twenty four so you have more in hub twenty four to give you more growth. Does that make sense? Yeah. So we will help you through through through this as well with all the forms so you don't have to worry about it.\n\nNow what I have also recommended is to do a bit of a change with your investment. So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well. So I have made a recommendation on changing some of your investment. Now your current portfolio so this might make a bit more sense when you have a look at the documents. That is page 16.\n\nSo your current portfolio has performed over the last five years on a rolling basis. So so eight share on average about 8.07%. Okay? Now the new recommended portfolio has done 10.99%. So it's about 3.92% better than your your old current portfolio, which is good.\n\nAnd addition to it, it's also a little bit cheaper. So the way that I have changed some of your investments, it is reducing your your fee a little bit. So it's actually saving you about $341 a year in fees alone. So that's pretty good. So, basically, making a couple of changes reduces the fees, but also improve the returns for you.\n\nAnd especially when we are looking so I've also done a a bit more of an extended comparison of the portfolios using a twelve month, three years, five years, and ten year time frame to show you. And across all time frames, the recommended portfolio has outperformed your current one. Even when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23. So it has performed a little bit better, and it's a little bit cheaper, which is nice. Now when it comes to how the investments are changing, that is outlined on page 19 when you have a moment.\n\nSo when you do look at it, you will see a list of all your investments. It will also also show you a a buy and sell column. Now everything that is highlighted in red is what we are selling, and black is what we are buying to make it easy for you. But to give you a bit of an overview, is that the portfolio itself, what we are doing is kind of moving away a little bit from a bit more of a complex and a little bit a higher risk mix of investment into a bit more structured and diversified strategy. Now we've also kind of reduced some of your kind of specific investments and things that you had, like, you know, some technology and some lithium and stuff like that as well.\n\nSo they can perform well at times, but they can also be a little bit more kind of volatile and less predictable. So we've kind of repositioned the portfolio a little bit and focusing more in investing in your broad diversified market. So we have a bit in US. We also have about 20% in Australia. We also make sure that we have more diversification.\n\nSo we have about 4% in Japan. We also have 7% in Europe. And then we have another investment that's called Vanguard or World, but this one excludes The US. So invest in companies all around the world, but it excludes The US because you already have that exposure in another investment. So we don't wanna double up on one market either.\n\nDoes that kind of make sense? Yeah. Area. And and that is okay, and that's what we're here for. The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it.\n\nBut at the end of the day, I do completely understand that it can get quite technical when it comes to the investment. And, basically, I guess, to make it short, there's not massive changes. We are just changing some investments that have haven't performed as well to some other ones, but making sure we keep you diversified at all times. Still keeping you in a growth allocation, but not changing in terms of how much risk of volat volatation or stuff like that. It's keeping you within a growth portfolio still.\n\nWe still have some goals and your defensive investments as well to stabilize everything for you. And we have about, let me see here, a little bit in the Australian property market as well. So about 4% in in this option, which which is pretty good, And it basically gives you access to a range of listed property companies. So you will have shopping centers and office buildings, warehouse, industrial properties, all kind of in one single investment. And it just obviously makes it a bit easier than owning the physical properties yourself while still having exposure to that market.\n\nSo is that Exactly. Yeah. But yeah. And we did do do do a bit of research on it, and it's definitely a good addition to your portfolio. Obviously, we don't wanna have too much in one section, but we wanna make sure we have we we include that for you.\n\nSo, overall, the the recommended portfolio has performed a little bit better. It's a little bit cheaper for you. You are not taking on any more risk and still keeping your insurances for now. Like I said, I will also pass your details over to the claims team here to help you with the backdated claim. We will help and guide you through the process to make it easy.\n\nAnd there's no additional fees and charges. So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you. Just have a read through the document if you are happy to go ahead. I will just need you to sign the document. That will then send it back to me.\n\nI'll get notified, and I will process these changes for you. If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up. There's also a bit of a text box in the document. So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want. But if you don't wanna make any changes and you're happy, you can just write NA or a full stop.\n\nThat's fine. And the last thing is the remuneration. So no additional fees and charges. It is all part of your ongoing advice fee. Stays exactly the same at 1.65.\n\nSo the claims and going ahead with the recommendation, there's no additional fees or charges for you, David. Yeah. That that's okay. That's as long as yep. Yes.\n\nExactly. So there should just be, like, a couple of signatures. It is all it will take you automatically there through to make it nice and easy. It's all digital as well, prefilled for you. It just asks you to draw a signature, and you have access to this document as well.\n\nSo if you do wanna go back at any point in time, it's all there for you. And if there's anything you want me to explain further, let me know. But it is pretty straightforward of what we're doing. We're not making any drastic changes for you, just improving things a little bit. And like I said, I will get my colleague Hayden and Larissa to kind of help you through the the claims to see if we can give you a little bit of money as well from when you were off work.\n\nYeah. No. That is okay. Now, David, do you have any questions or anything else for me at this point, otherwise? No?\n\nYep. Yeah. So let me have a look. So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated. But, roughly, your income protection is about 2,500, but there's also tax on it.\n\nYes. So there is tax that will come offered as well. Now, Kate and then right. But, hopefully, it's a lot better than nothing, especially if it's stuff that you, you know, should have had back then. If we can give you anything, it's good.\n\nYeah. Yeah. Yeah. It's like yeah. Yeah.\n\nYeah. Which is which is ridiculous. Yeah. Yeah. Yeah.\n\nYeah. Exactly. And now we will try our absolute best to get as much as we can for you. Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you don't have to to to worry about it because I know it can be a bit tedious otherwise. Exactly.\n\nExactly. Sorry. Yeah. They'll let me know how that all goes as well, and, hopefully, yeah, we can give you a little bit of extra money. Otherwise, I will keep a lookout for that document to come through and and authorize those changes for you, David.\n\nBut if there's anything else that you need at any point in time, you know, don't hesitate to give me a call or send me an email. Okay? No problem. Yes. Yep.\n\nYes. Yeah. That's that's okay. It's there if you ever change your mind. And any questions, you can always call me.\n\nBut, no, otherwise, that's that's okay. And have a look for your spam as well because it has been sent on my end, but it should be in your inbox when you hang up the phone. But, yeah, have a little look at the spam folder as well because sometimes it does end up there. Yeah. That's there there it is.\n\nDo you want me to stay on the phone while you sign it if you're happy to do so in case there's any issue? Yeah. Yep. Yep. I'm sorry.\n\nWhen you usually are yes. Yep. You can just put an a because where the text is, it's if you needed if you wanted to change anything. Yep. Yes.\n\nIf you could draw your name. That's okay. That's okay. Take your time. It sometimes works.\n\nSometimes they ask you to draw it. But if it if it allows you to order fill, that's okay. No. No. You shouldn't have to do it.\n\nYeah. Even if you do a little bit of a, like, a little bit of a scribble. Okay. There you go. Sounds good.\n\nYep. Yep. Yep. Nope. That's okay.\n\nYep. Unless there was anything you you wanted to change or anything. Nah. Nah. Perfect.\n\nYep. Can you click on anything if it says fill in? Yeah. Yes. Can you type any like, a letter or anything?\n\nOkay. Even maybe here put that n a or just a full stop, because sometimes it won't let you go further without putting anything in. Yep. Perfect. That's good.\n\nSometimes it loads a little bit, and then it should say, like, finished or complete or ready for download. And if it says that, if you want to, it's up to you because I'll get a copy sent to me automatically when it comes through. And the download, if you if you would like to download a copy for your records. Yeah. But I always have a copy on file as well if you ever wanted.\n\nAnd I can see here, Maia, that has come through okay. So that is perfect. That worked okay. I will get the team to authorize this request now for you. And like I said, I'll get Caden and Larissa to kind of work and help you through the claim.\n\nThey will let me know how everything is going. And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call. But, otherwise, I will let you go and get ready for your shift. And, hopefully, I didn't put you back too much in time. Oh, yeah.\n\nOkay. Yep. Okay. Yep. Caden yeah.\n\nPerfect. I will let him know because Caden will be in the office on Friday. So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on Friday. Yeah. Okay.\n\nPerfect. Well, thank you so much, David, and I look forward to speaking with you soon again. No problem at all. You have a good afternoon. Thanks.\n\nBye.","paragraphs":[{"sentences":[{"text":"Good afternoon, missus Davis.","start":2.08,"end":3.62,"sentiment":"positive","sentiment_score":0.41542142629623413},{"text":"This is Veronica from OQ Financial.","start":5.12,"end":7.22,"sentiment":"neutral","sentiment_score":0.22646605720122656},{"text":"How are you?","start":7.44,"end":8.26,"sentiment":"neutral","sentiment_score":0.22250563402970633},{"text":"I'm good.","start":10.16,"end":10.88,"sentiment":"positive","sentiment_score":0.6281435787677765},{"text":"Thanks.","start":10.88,"end":11.38,"sentiment":"positive","sentiment_score":0.6506202220916748}],"sentiment":"positive","sentiment_score":0.34968164563179016,"num_words":16,"start":2.08,"end":11.38},{"sentences":[{"text":"I had you booked in.","start":12.335,"end":13.695,"sentiment":"positive","sentiment_score":0.33852635622024535},{"text":"I've just got over your strategy recommendations after I did some research for you.","start":13.695,"end":17.855,"sentiment":"positive","sentiment_score":0.36234464815684725},{"text":"Is now still a good time?","start":17.855,"end":19.154999,"sentiment":"neutral","sentiment_score":0.2293896327416102},{"text":"I can try to make it quick for you, but maybe, like, twenty minutes.","start":23.695,"end":28.115,"sentiment":"neutral","sentiment_score":0.02030582513128008},{"text":"Do you how how much time do you have?","start":30.07,"end":32.17,"sentiment":"neutral","sentiment_score":-0.005416588443848822}],"sentiment":"neutral","sentiment_score":0.17452764390812567,"num_words":48,"start":12.335,"end":32.17},{"sentences":[{"text":"That's okay.","start":36.23,"end":37.129997,"sentiment":"neutral","sentiment_score":0.0603673942387104},{"text":"Are you when do you have to go?","start":39.829998,"end":41.745,"sentiment":"neutral","sentiment_score":-0.0007835845462977885},{"text":"How much time?","start":41.745,"end":42.305,"sentiment":"neutral","sentiment_score":-0.0073133669793605804},{"text":"I can try to make it as quickly as I can for you because there's not too many changes.","start":42.305,"end":45.845,"sentiment":"neutral","sentiment_score":0.06561414544519625},{"text":"Yep.","start":46.625,"end":47.125,"sentiment":"neutral","sentiment_score":0.1425851583480835}],"sentiment":"neutral","sentiment_score":0.04490242221138694,"num_words":33,"start":36.23,"end":47.125},{"sentences":[{"text":"Okay.","start":47.185,"end":47.685,"sentiment":"neutral","sentiment_score":0.15214195847511292},{"text":"Yes.","start":52.8,"end":53.2,"sentiment":"neutral","sentiment_score":0.1913461834192276},{"text":"Now I will make it quick for you there, David.","start":53.2,"end":55.38,"sentiment":"neutral","sentiment_score":0.21858198344707488},{"text":"Now just before if if you do have to go, though, just just interrupt me and let me know, but I'll try and make it as quick as I can for you.","start":56.4,"end":62.739998,"sentiment":"neutral","sentiment_score":0.03411027684342116},{"text":"Now before I go any further, I just need to let you know that our calls are being recorded for quality and coaching purposes, if that's okay.","start":63.84,"end":69.805,"sentiment":"neutral","sentiment_score":0.028460829346268264}],"sentiment":"neutral","sentiment_score":0.061820834193011404,"num_words":71,"start":47.185,"end":69.805},{"sentences":[{"text":"Perfect.","start":70.905,"end":71.405,"sentiment":"neutral","sentiment_score":0.2585795223712921},{"text":"And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please.","start":71.545,"end":77.005,"sentiment":"neutral","sentiment_score":0.09144706669307891},{"text":"Yep.","start":83.399994,"end":83.899994,"sentiment":"neutral","sentiment_score":0.03303246945142746},{"text":"Yep.","start":83.96,"end":84.46,"sentiment":"neutral","sentiment_score":0.02992773801088333},{"text":"Yes, please.","start":86.52,"end":87.42,"sentiment":"neutral","sentiment_score":0.03347659483551979}],"sentiment":"neutral","sentiment_score":0.08880312769458844,"num_words":26,"start":70.905,"end":87.42},{"sentences":[{"text":"Yep.","start":91.079994,"end":91.56,"sentiment":"neutral","sentiment_score":0.13742049038410187},{"text":"Perfect.","start":91.56,"end":91.96,"sentiment":"positive","sentiment_score":0.46557870507240295},{"text":"That's exactly what I have here.","start":91.96,"end":93.979996,"sentiment":"positive","sentiment_score":0.4291036029656728},{"text":"Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now.","start":95.105,"end":100.545006,"sentiment":"neutral","sentiment_score":0.008932692356980763},{"text":"So I will just kind of run through the most important section.","start":100.545006,"end":103.845,"sentiment":"neutral","sentiment_score":0.0815601156403621}],"sentiment":"neutral","sentiment_score":0.09540417830905189,"num_words":46,"start":91.079994,"end":103.845},{"sentences":[{"text":"And then when you have a little bit more time, have a read through it.","start":104.145004,"end":107.265,"sentiment":"neutral","sentiment_score":0.04848136378762623},{"text":"And if you don't have any questions, you can let me know.","start":107.265,"end":109.55,"sentiment":"neutral","sentiment_score":0.051212738268077374},{"text":"Is that okay?","start":109.55,"end":110.37,"sentiment":"neutral","sentiment_score":0.08829020460446675},{"text":"Yep.","start":111.71,"end":112.11,"sentiment":"positive","sentiment_score":0.3798488974571228},{"text":"Perfect.","start":112.11,"end":112.61,"sentiment":"positive","sentiment_score":0.675827145576477}],"sentiment":"neutral","sentiment_score":0.08319749915244756,"num_words":32,"start":104.145004,"end":112.61},{"sentences":[{"text":"Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more.","start":113.71,"end":124.665,"sentiment":"neutral","sentiment_score":0.13859718067473487},{"text":"Yeah.","start":125.765,"end":126.165,"sentiment":"neutral","sentiment_score":0.11672848463058472},{"text":"So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago.","start":126.165,"end":135.545,"sentiment":"neutral","sentiment_score":0.12287605528173776},{"text":"And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time.","start":137.125,"end":152.625,"sentiment":"neutral","sentiment_score":-0.013405414091216193},{"text":"So, yeah, so what I what we can do for you is I have confirmed with them that we can actually initiate a backdated IP claim.","start":153.425,"end":164.485,"sentiment":"neutral","sentiment_score":0.21543630183889315}],"sentiment":"neutral","sentiment_score":0.10032321702983739,"num_words":139,"start":113.71,"end":164.485},{"sentences":[{"text":"So we can assist you with it if you're happy with that.","start":165.2,"end":168.81999,"sentiment":"positive","sentiment_score":0.36750200390815735},{"text":"So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is good.","start":168.88,"end":184.935,"sentiment":"neutral","sentiment_score":0.18818614833677808},{"text":"Yeah.","start":186.675,"end":187.175,"sentiment":"neutral","sentiment_score":0.18050584197044373},{"text":"So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help.","start":187.795,"end":197.58,"sentiment":"neutral","sentiment_score":0.20503248212238154},{"text":"They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself.","start":197.58,"end":204.45999,"sentiment":"neutral","sentiment_score":0.2394552007317543}],"sentiment":"neutral","sentiment_score":0.22315387206303106,"num_words":111,"start":165.2,"end":204.45999},{"sentences":[{"text":"We will help you through the process to try to get a little bit of that money that you could have potentially got back then.","start":204.45999,"end":213.17499,"sentiment":"positive","sentiment_score":0.33683852791786195},{"text":"So a little bit of extra might be good.","start":213.715,"end":216.135,"sentiment":"neutral","sentiment_score":0.10376544420917828},{"text":"No.","start":218.61,"end":218.84999,"sentiment":"neutral","sentiment_score":0.021553564816713333},{"text":"No.","start":218.84999,"end":219.25,"sentiment":"neutral","sentiment_score":0.03745318576693535},{"text":"It's all part of the ongoing service, and that's why what we're here to help you do.","start":219.25,"end":222.53,"sentiment":"neutral","sentiment_score":0.24215474155019312}],"sentiment":"neutral","sentiment_score":0.25529225571256764,"num_words":53,"start":204.45999,"end":222.53},{"sentences":[{"text":"So no.","start":222.53,"end":223.01,"sentiment":"neutral","sentiment_score":0.12075766175985336},{"text":"No additional charges to do that for you.","start":223.01,"end":226.20999,"sentiment":"neutral","sentiment_score":0.1835794486105442},{"text":"Yeah.","start":226.20999,"end":226.70999,"sentiment":"neutral","sentiment_score":0.12365760654211044},{"text":"So if you hear from my my team, it'll be Caden and Larissa, not today, because you're busy.","start":227.40999,"end":233.34999,"sentiment":"neutral","sentiment_score":0.04346630432539516},{"text":"I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully be nice.","start":233.975,"end":240.395,"sentiment":"positive","sentiment_score":0.43696841253684116}],"sentiment":"neutral","sentiment_score":0.25413419495929374,"num_words":55,"start":222.53,"end":240.395},{"sentences":[{"text":"Yeah.","start":240.615,"end":241.115,"sentiment":"neutral","sentiment_score":0.1954336017370224},{"text":"Exactly.","start":243.255,"end":243.755,"sentiment":"neutral","sentiment_score":0.18901526927948},{"text":"So what I have recommended, obviously, because of that is I don't wanna cancel any of your host bus insurance.","start":244.375,"end":249.99,"sentiment":"neutral","sentiment_score":-0.02293673437088728},{"text":"I know you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand.","start":250.53,"end":257.27,"sentiment":"neutral","sentiment_score":-0.051348528026470115},{"text":"But given that we can look at potentially claiming some for you back then, it is still worth having.","start":258.13,"end":265.81497,"sentiment":"neutral","sentiment_score":0.16663204172724172}],"sentiment":"neutral","sentiment_score":0.023970495531524437,"num_words":69,"start":240.615,"end":265.81497},{"sentences":[{"text":"So I have recommended, for the time being anyway, that we keep your cover.","start":265.875,"end":272.615,"sentiment":"neutral","sentiment_score":0.24323457373040064},{"text":"Yeah.","start":274.115,"end":274.51498,"sentiment":"neutral","sentiment_score":0.24054385721683505},{"text":"So we keep your life, keep income protection for now, especially if we can kinda get that claim for you.","start":274.51498,"end":280.21002,"sentiment":"positive","sentiment_score":0.4407141089439392},{"text":"And you already have it in place, and it it's not too bad.","start":281.39,"end":284.35,"sentiment":"positive","sentiment_score":0.573956528535256},{"text":"It's about 1,543 a year, and that gives you the income protection and then life and pay pay day of about 2,230 thousand dollars as well.","start":284.35,"end":297.065,"sentiment":"positive","sentiment_score":0.4170126479405623}],"sentiment":"positive","sentiment_score":0.4157280241315429,"num_words":74,"start":265.875,"end":297.065},{"sentences":[{"text":"Now if anything ever were to happen to you where you need to make a claim in the future as well, but not just this backdated, you just give me a call or give us a call, and then we will help you through the process.","start":297.525,"end":310.38998,"sentiment":"neutral","sentiment_score":0.1823488522482955},{"text":"Because sometimes it can be a bit more tricky trying to go through through them, especially if they're telling you things whereas we can push a bit more and and try to do that for you.","start":310.69,"end":320.125,"sentiment":"neutral","sentiment_score":-0.20230402880244786},{"text":"Hopefully, nothing nothing happens.","start":320.265,"end":322.285,"sentiment":"neutral","sentiment_score":-0.12856033444404602},{"text":"But but if so, just call us.","start":322.825,"end":325.065,"sentiment":"neutral","sentiment_score":-0.048841470054217746},{"text":"Okay?","start":325.065,"end":325.565,"sentiment":"neutral","sentiment_score":0.0023236703127622604}],"sentiment":"neutral","sentiment_score":0.0026733426456438734,"num_words":94,"start":297.525,"end":325.565},{"sentences":[{"text":"Yeah.","start":326.98502,"end":327.48502,"sentiment":"neutral","sentiment_score":0.2575418949127197},{"text":"Perfect.","start":327.625,"end":328.125,"sentiment":"positive","sentiment_score":0.5376342535018921},{"text":"The other kind of recommendation I have made is because we wanna make sure we keep you in the fund that is going to do the the give you the most amount of growth.","start":329.305,"end":338.65,"sentiment":"neutral","sentiment_score":0.3278375942917431},{"text":"And looking at the investment, that is hub twenty four.","start":338.95,"end":341.93,"sentiment":"neutral","sentiment_score":0.1956508293747902},{"text":"So I have recommended that we do a partial rollover from host plus into hub twenty four to make sure we have the money where it's going to grow the most, but we still keep about 10,000 in host plus to make sure we keep your insurances active.","start":342.15,"end":357.155,"sentiment":"neutral","sentiment_score":0.2566810722152392}],"sentiment":"neutral","sentiment_score":0.2789239799405666,"num_words":94,"start":326.98502,"end":357.155},{"sentences":[{"text":"Does that make sense?","start":357.375,"end":358.51498,"sentiment":"neutral","sentiment_score":0.15392326563596725},{"text":"Yes.","start":359.79,"end":360.29,"sentiment":"neutral","sentiment_score":0.024815531447529793},{"text":"Yes.","start":361.71,"end":362.03,"sentiment":"neutral","sentiment_score":0.023127907887101173},{"text":"So you currently have hub twenty four and host plus.","start":362.03,"end":364.93,"sentiment":"neutral","sentiment_score":0.030415208637714387},{"text":"And at the moment, because you have contributions in host plus, which is correct, we want it that way because of the insurances, the balance obviously increases.","start":365.38998,"end":373.81,"sentiment":"neutral","sentiment_score":0.07278519565308536}],"sentiment":"neutral","sentiment_score":0.06820904350904532,"num_words":43,"start":357.375,"end":373.81},{"sentences":[{"text":"So at the moment, you have about 34,000 in host plus.","start":374.19498,"end":377.735,"sentiment":"neutral","sentiment_score":0.05582282726060261},{"text":"So we, yeah, we would just wanna roll a little bit of money from host plus into hub twenty four so you have more in hub twenty four to give you more growth.","start":378.435,"end":386.835,"sentiment":"neutral","sentiment_score":0.1608401731108174},{"text":"Does that make sense?","start":386.835,"end":387.9,"sentiment":"neutral","sentiment_score":0.17240999266505241},{"text":"Yeah.","start":388.78,"end":389.02,"sentiment":"neutral","sentiment_score":0.17621853947639465},{"text":"So we will help you through through through this as well with all the forms so you don't have to worry about it.","start":389.02,"end":393.68,"sentiment":"neutral","sentiment_score":0.1874880330718082}],"sentiment":"neutral","sentiment_score":0.15416472337933051,"num_words":72,"start":374.19498,"end":393.68},{"sentences":[{"text":"Now what I have also recommended is to do a bit of a change with your investment.","start":395.41998,"end":401.19998,"sentiment":"neutral","sentiment_score":0.21668930790003607},{"text":"So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well.","start":402.05502,"end":415.8,"sentiment":"neutral","sentiment_score":0.18406368849369195},{"text":"So I have made a recommendation on changing some of your investment.","start":416.59998,"end":420.62,"sentiment":"neutral","sentiment_score":0.16396054501334825},{"text":"Now your current portfolio so this might make a bit more sense when you have a look at the documents.","start":421.87997,"end":427.41998,"sentiment":"neutral","sentiment_score":0.09300224110484123},{"text":"That is page 16.","start":427.47998,"end":428.94,"sentiment":"neutral","sentiment_score":0.07602825481444597}],"sentiment":"neutral","sentiment_score":0.1629770268159716,"num_words":92,"start":395.41998,"end":428.94},{"sentences":[{"text":"So your current portfolio has performed over the last five years on a rolling basis.","start":429.655,"end":437.575,"sentiment":"neutral","sentiment_score":0.23700717190901438},{"text":"So so eight share on average about 8.07%.","start":437.575,"end":443.255,"sentiment":"neutral","sentiment_score":0.15544655360281467},{"text":"Okay?","start":443.255,"end":443.755,"sentiment":"neutral","sentiment_score":0.12346037477254868},{"text":"Now the new recommended portfolio has done 10.99%.","start":445.67,"end":451.45,"sentiment":"positive","sentiment_score":0.5281372405588627},{"text":"So it's about 3.92% better than your your old current portfolio, which is good.","start":453.03,"end":459.255,"sentiment":"positive","sentiment_score":0.5868831276893616}],"sentiment":"positive","sentiment_score":0.3774696107467879,"num_words":46,"start":429.655,"end":459.255},{"sentences":[{"text":"And addition to it, it's also a little bit cheaper.","start":461.015,"end":464.23502,"sentiment":"positive","sentiment_score":0.5006413340568543},{"text":"So the way that I have changed some of your investments, it is reducing your your fee a little bit.","start":464.695,"end":470.715,"sentiment":"positive","sentiment_score":0.5087724879384041},{"text":"So it's actually saving you about $341 a year in fees alone.","start":470.855,"end":477.07,"sentiment":"positive","sentiment_score":0.5791011055310568},{"text":"So that's pretty good.","start":478.01,"end":479.31,"sentiment":"positive","sentiment_score":0.5492616891860962},{"text":"So, basically, making a couple of changes reduces the fees, but also improve the returns for you.","start":479.85,"end":486.105,"sentiment":"positive","sentiment_score":0.5500246812315548}],"sentiment":"positive","sentiment_score":0.5345800429109543,"num_words":63,"start":461.015,"end":486.105},{"sentences":[{"text":"And especially when we are looking so I've also done a a bit more of an extended comparison of the portfolios using a twelve month, three years, five years, and ten year time frame to show you.","start":486.58502,"end":499.965,"sentiment":"neutral","sentiment_score":0.3144044026329711},{"text":"And across all time frames, the recommended portfolio has outperformed your current one.","start":500.265,"end":505.76,"sentiment":"positive","sentiment_score":0.5046939597680018},{"text":"Even when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23.","start":506.38,"end":516.705,"sentiment":"neutral","sentiment_score":-0.032778136189217155},{"text":"So it has performed a little bit better, and it's a little bit cheaper, which is nice.","start":517.585,"end":521.925,"sentiment":"positive","sentiment_score":0.5862301009542802},{"text":"Now when it comes to how the investments are changing, that is outlined on page 19 when you have a moment.","start":523.34503,"end":529.84503,"sentiment":"neutral","sentiment_score":0.12274467554830369}],"sentiment":"neutral","sentiment_score":0.2701228571602622,"num_words":111,"start":486.58502,"end":529.84503},{"sentences":[{"text":"So when you do look at it, you will see a list of all your investments.","start":530.39996,"end":533.94,"sentiment":"neutral","sentiment_score":0.1781992008909583},{"text":"It will also also show you a a buy and sell column.","start":534.56,"end":539.22,"sentiment":"neutral","sentiment_score":0.1520262106011311},{"text":"Now everything that is highlighted in red is what we are selling, and black is what we are buying to make it easy for you.","start":539.6,"end":548.35504,"sentiment":"neutral","sentiment_score":0.29756444692611694},{"text":"But to give you a bit of an overview, is that the portfolio itself, what we are doing is kind of moving away a little bit from a bit more of a complex and a little bit a higher risk mix of investment into a bit more structured and diversified strategy.","start":548.73505,"end":566.83997,"sentiment":"neutral","sentiment_score":-0.046699553618536276},{"text":"Now we've also kind of reduced some of your kind of specific investments and things that you had, like, you know, some technology and some lithium and stuff like that as well.","start":567.54,"end":583.455,"sentiment":"neutral","sentiment_score":0.036887763533741236}],"sentiment":"neutral","sentiment_score":0.08024517730261911,"num_words":136,"start":530.39996,"end":583.455},{"sentences":[{"text":"So they can perform well at times, but they can also be a little bit more kind of volatile and less predictable.","start":584.075,"end":589.75,"sentiment":"neutral","sentiment_score":-0.03724813325838609},{"text":"So we've kind of repositioned the portfolio a little bit and focusing more in investing in your broad diversified market.","start":590.52997,"end":598.47,"sentiment":"neutral","sentiment_score":0.09241545032709837},{"text":"So we have a bit in US.","start":599.225,"end":601.88495,"sentiment":"neutral","sentiment_score":0.0786856258554118},{"text":"We also have about 20% in Australia.","start":602.345,"end":607.88495,"sentiment":"neutral","sentiment_score":0.11672755011490413},{"text":"We also make sure that we have more diversification.","start":609.065,"end":613.10004,"sentiment":"neutral","sentiment_score":0.12910995301273134}],"sentiment":"neutral","sentiment_score":0.05474972128868103,"num_words":65,"start":584.075,"end":613.10004},{"sentences":[{"text":"So we have about 4% in Japan.","start":613.4,"end":615.58,"sentiment":"neutral","sentiment_score":0.10987869117941175},{"text":"We also have 7% in Europe.","start":616.92004,"end":619.66003,"sentiment":"neutral","sentiment_score":0.08711895098288854},{"text":"And then we have another investment that's called Vanguard or World, but this one excludes The US.","start":619.96,"end":626.20496,"sentiment":"neutral","sentiment_score":0.01955946195213234},{"text":"So invest in companies all around the world, but it excludes The US because you already have that exposure in another investment.","start":626.20496,"end":632.865,"sentiment":"neutral","sentiment_score":-0.0013301234523003752},{"text":"So we don't wanna double up on one market either.","start":633.08496,"end":635.805,"sentiment":"neutral","sentiment_score":-0.10810429491102695}],"sentiment":"neutral","sentiment_score":0.008291447294815894,"num_words":62,"start":613.4,"end":635.805},{"sentences":[{"text":"Does that kind of make sense?","start":635.805,"end":637.26,"sentiment":"neutral","sentiment_score":0.03016679733991623},{"text":"Yeah.","start":637.66003,"end":638.16003,"sentiment":"neutral","sentiment_score":0.13665370643138883},{"text":"Area.","start":643.42,"end":643.92,"sentiment":"neutral","sentiment_score":-0.06752528250217438},{"text":"And and that is okay, and that's what we're here for.","start":645.10004,"end":647.92,"sentiment":"neutral","sentiment_score":0.22166712751442735},{"text":"The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it.","start":648.14,"end":655.645,"sentiment":"neutral","sentiment_score":0.013315431911636281}],"sentiment":"neutral","sentiment_score":0.06626052765742592,"num_words":46,"start":635.805,"end":655.645},{"sentences":[{"text":"But at the end of the day, I do completely understand that it can get quite technical when it comes to the investment.","start":656.025,"end":661.645,"sentiment":"neutral","sentiment_score":0.02500513479437517},{"text":"And, basically, I guess, to make it short, there's not massive changes.","start":662.905,"end":667.405,"sentiment":"neutral","sentiment_score":0.03496208709354202},{"text":"We are just changing some investments that have haven't performed as well to some other ones, but making sure we keep you diversified at all times.","start":667.83997,"end":676.5,"sentiment":"neutral","sentiment_score":0.13466604297550824},{"text":"Still keeping you in a growth allocation, but not changing in terms of how much risk of volat volatation or stuff like that.","start":677.12,"end":684.675,"sentiment":"neutral","sentiment_score":0.13776185574091},{"text":"It's keeping you within a growth portfolio still.","start":684.675,"end":687.815,"sentiment":"neutral","sentiment_score":0.2762750964611769}],"sentiment":"neutral","sentiment_score":0.10733373604876839,"num_words":92,"start":656.025,"end":687.815},{"sentences":[{"text":"We still have some goals and your defensive investments as well to stabilize everything for you.","start":688.035,"end":694.375,"sentiment":"neutral","sentiment_score":0.2992676869034767},{"text":"And we have about, let me see here, a little bit in the Australian property market as well.","start":694.595,"end":703.42,"sentiment":"neutral","sentiment_score":0.15124131242434183},{"text":"So about 4% in in this option, which which is pretty good, And it basically gives you access to a range of listed property companies.","start":703.8,"end":713.60504,"sentiment":"neutral","sentiment_score":0.28467577934265137},{"text":"So you will have shopping centers and office buildings, warehouse, industrial properties, all kind of in one single investment.","start":713.60504,"end":721.30505,"sentiment":"neutral","sentiment_score":0.24653575843886325},{"text":"And it just obviously makes it a bit easier than owning the physical properties yourself while still having exposure to that market.","start":721.98,"end":728.72,"sentiment":"neutral","sentiment_score":0.16974933055991476}],"sentiment":"neutral","sentiment_score":0.23046185780316591,"num_words":100,"start":688.035,"end":728.72},{"sentences":[{"text":"So is that Exactly.","start":730.94,"end":736.09503,"sentiment":"neutral","sentiment_score":0.06818372569978237},{"text":"Yeah.","start":742.955,"end":743.455,"sentiment":"neutral","sentiment_score":0.06089404970407486},{"text":"But yeah.","start":743.835,"end":744.875,"sentiment":"neutral","sentiment_score":0.187032550573349},{"text":"And we did do do do a bit of research on it, and it's definitely a good addition to your portfolio.","start":744.875,"end":749.07,"sentiment":"positive","sentiment_score":0.4790540862651098},{"text":"Obviously, we don't wanna have too much in one section, but we wanna make sure we have we we include that for you.","start":749.07,"end":755.41003,"sentiment":"neutral","sentiment_score":0.15440852033055347}],"sentiment":"neutral","sentiment_score":0.28076913397686154,"num_words":51,"start":730.94,"end":755.41003},{"sentences":[{"text":"So, overall, the the recommended portfolio has performed a little bit better.","start":755.87,"end":760.51,"sentiment":"positive","sentiment_score":0.4945887277523677},{"text":"It's a little bit cheaper for you.","start":760.51,"end":761.95,"sentiment":"positive","sentiment_score":0.6418596931866237},{"text":"You are not taking on any more risk and still keeping your insurances for now.","start":761.95,"end":768.92505,"sentiment":"positive","sentiment_score":0.46127483348051707},{"text":"Like I said, I will also pass your details over to the claims team here to help you with the backdated claim.","start":769.22504,"end":776.525,"sentiment":"positive","sentiment_score":0.3454642546447841},{"text":"We will help and guide you through the process to make it easy.","start":776.55,"end":779.76996,"sentiment":"positive","sentiment_score":0.4671333982394292}],"sentiment":"positive","sentiment_score":0.44956743285275885,"num_words":69,"start":755.87,"end":779.76996},{"sentences":[{"text":"And there's no additional fees and charges.","start":780.63,"end":783.02997,"sentiment":"positive","sentiment_score":0.43059723717825754},{"text":"So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you.","start":783.02997,"end":795.115,"sentiment":"positive","sentiment_score":0.7545707676468826},{"text":"Just have a read through the document if you are happy to go ahead.","start":796.45496,"end":799.33496,"sentiment":"positive","sentiment_score":0.4374236592224666},{"text":"I will just need you to sign the document.","start":799.33496,"end":801.675,"sentiment":"neutral","sentiment_score":0.20340219967895085},{"text":"That will then send it back to me.","start":803.04004,"end":804.80005,"sentiment":"positive","sentiment_score":0.37045979127287865}],"sentiment":"positive","sentiment_score":0.5679722973440267,"num_words":79,"start":780.63,"end":804.80005},{"sentences":[{"text":"I'll get notified, and I will process these changes for you.","start":804.80005,"end":809.22003,"sentiment":"positive","sentiment_score":0.4721964651888067},{"text":"If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up.","start":809.84,"end":818.135,"sentiment":"neutral","sentiment_score":0.25457496625004394},{"text":"There's also a bit of a text box in the document.","start":818.91504,"end":821.815,"sentiment":"neutral","sentiment_score":0.20444935695691543},{"text":"So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want.","start":821.875,"end":829.65,"sentiment":"neutral","sentiment_score":0.23359102421793446},{"text":"But if you don't wanna make any changes and you're happy, you can just write NA or a full stop.","start":829.97003,"end":834.85004,"sentiment":"neutral","sentiment_score":0.1871966976672411}],"sentiment":"neutral","sentiment_score":0.2534822267838396,"num_words":104,"start":804.80005,"end":834.85004},{"sentences":[{"text":"That's fine.","start":834.85004,"end":835.75,"sentiment":"positive","sentiment_score":0.34878772497177124},{"text":"And the last thing is the remuneration.","start":837.01,"end":838.95,"sentiment":"neutral","sentiment_score":0.29909091762134005},{"text":"So no additional fees and charges.","start":839.81,"end":841.59,"sentiment":"neutral","sentiment_score":0.31544489165147144},{"text":"It is all part of your ongoing advice fee.","start":841.82495,"end":844.38495,"sentiment":"positive","sentiment_score":0.42202234268188477},{"text":"Stays exactly the same at 1.65.","start":844.38495,"end":847.52496,"sentiment":"positive","sentiment_score":0.47449574371178943}],"sentiment":"positive","sentiment_score":0.3776352256536484,"num_words":30,"start":834.85004,"end":847.52496},{"sentences":[{"text":"So the claims and going ahead with the recommendation, there's no additional fees or charges for you, David.","start":848.46497,"end":854.08496,"sentiment":"positive","sentiment_score":0.3508800690372785},{"text":"Yeah.","start":855.45996,"end":855.95996,"sentiment":"neutral","sentiment_score":-0.048616569489240646},{"text":"That that's okay.","start":860.98,"end":862.51996,"sentiment":"neutral","sentiment_score":-0.32143645485242206},{"text":"That's as long as yep.","start":863.69995,"end":866.6,"sentiment":"neutral","sentiment_score":-0.04759164564311504},{"text":"Yes.","start":872.895,"end":873.395,"sentiment":"neutral","sentiment_score":0.19820719957351685}],"sentiment":"neutral","sentiment_score":0.187970152856516,"num_words":28,"start":848.46497,"end":873.395},{"sentences":[{"text":"Exactly.","start":873.455,"end":873.955,"sentiment":"neutral","sentiment_score":0.2670772075653076},{"text":"So there should just be, like, a couple of signatures.","start":874.015,"end":877.29504,"sentiment":"neutral","sentiment_score":0.2796223074197769},{"text":"It is all it will take you automatically there through to make it nice and easy.","start":877.29504,"end":881.61,"sentiment":"positive","sentiment_score":0.45003809966146946},{"text":"It's all digital as well, prefilled for you.","start":881.61,"end":884.01,"sentiment":"positive","sentiment_score":0.37889089807868004},{"text":"It just asks you to draw a signature, and you have access to this document as well.","start":884.01,"end":889.29,"sentiment":"neutral","sentiment_score":0.2801802031257573}],"sentiment":"positive","sentiment_score":0.3472711637329597,"num_words":52,"start":873.455,"end":889.29},{"sentences":[{"text":"So if you do wanna go back at any point in time, it's all there for you.","start":889.29,"end":894.51,"sentiment":"positive","sentiment_score":0.34404270789202523},{"text":"And if there's anything you want me to explain further, let me know.","start":894.855,"end":898.295,"sentiment":"neutral","sentiment_score":0.25256762367028457},{"text":"But it is pretty straightforward of what we're doing.","start":898.295,"end":900.295,"sentiment":"positive","sentiment_score":0.44115741385353935},{"text":"We're not making any drastic changes for you, just improving things a little bit.","start":900.295,"end":904.15497,"sentiment":"neutral","sentiment_score":0.27952802394117626},{"text":"And like I said, I will get my colleague Hayden and Larissa to kind of help you through the the claims to see if we can give you a little bit of money as well from when you were off work.","start":905.255,"end":915.11005,"sentiment":"neutral","sentiment_score":0.31791898117559714}],"sentiment":"neutral","sentiment_score":0.31968715350995675,"num_words":94,"start":889.29,"end":915.11005},{"sentences":[{"text":"Yeah.","start":916.93005,"end":917.43005,"sentiment":"positive","sentiment_score":0.4641752243041992},{"text":"No.","start":918.29004,"end":918.61005,"sentiment":"neutral","sentiment_score":0.11968857049942017},{"text":"That is okay.","start":918.61005,"end":919.59,"sentiment":"neutral","sentiment_score":0.19240163266658783},{"text":"Now, David, do you have any questions or anything else for me at this point, otherwise?","start":920.37006,"end":925.845,"sentiment":"neutral","sentiment_score":0.08436399744823575},{"text":"No?","start":927.82495,"end":928.32495,"sentiment":"neutral","sentiment_score":-0.0423751175403595}],"sentiment":"neutral","sentiment_score":0.11220534247430888,"num_words":22,"start":916.93005,"end":928.32495},{"sentences":[{"text":"Yep.","start":928.945,"end":929.445,"sentiment":"neutral","sentiment_score":0.09049602597951888},{"text":"Yeah.","start":934.08,"end":934.48,"sentiment":"neutral","sentiment_score":0.07475951313972473},{"text":"So let me have a look.","start":934.48,"end":935.76,"sentiment":"neutral","sentiment_score":0.07267996792991956},{"text":"So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated.","start":935.76,"end":945.94,"sentiment":"neutral","sentiment_score":0.01016903151758015},{"text":"But, roughly, your income protection is about 2,500, but there's also tax on it.","start":946.72,"end":957.22504,"sentiment":"neutral","sentiment_score":0.0171499920210668}],"sentiment":"neutral","sentiment_score":0.02331193665815319,"num_words":47,"start":928.945,"end":957.22504},{"sentences":[{"text":"Yes.","start":960.25,"end":960.75,"sentiment":"neutral","sentiment_score":0.056124839931726456},{"text":"So there is tax that will come offered as well.","start":960.88995,"end":963.63,"sentiment":"neutral","sentiment_score":0.07074955068528652},{"text":"Now, Kate and then right.","start":964.32996,"end":967.70996,"sentiment":"neutral","sentiment_score":0.07645500302314759},{"text":"But, hopefully, it's a lot better than nothing, especially if it's stuff that you, you know, should have had back then.","start":969.61,"end":975.525,"sentiment":"neutral","sentiment_score":0.2540126017161778},{"text":"If we can give you anything, it's good.","start":975.525,"end":978.505,"sentiment":"positive","sentiment_score":0.3681453838944435}],"sentiment":"neutral","sentiment_score":0.20945162375768026,"num_words":45,"start":960.25,"end":978.505},{"sentences":[{"text":"Yeah.","start":980.325,"end":980.825,"sentiment":"neutral","sentiment_score":0.034815382212400436},{"text":"Yeah.","start":986.98,"end":987.48,"sentiment":"neutral","sentiment_score":0.0127086965367198},{"text":"Yeah.","start":987.94,"end":988.42,"sentiment":"neutral","sentiment_score":-0.0021570567041635513},{"text":"It's like yeah.","start":988.42,"end":992.6,"sentiment":"neutral","sentiment_score":-0.05835957576831182},{"text":"Yeah.","start":994.66,"end":995.16,"sentiment":"neutral","sentiment_score":-0.029803253710269928}],"sentiment":"neutral","sentiment_score":-0.0227878512814641,"num_words":7,"start":980.325,"end":995.16},{"sentences":[{"text":"Yeah.","start":996.66,"end":996.98,"sentiment":"neutral","sentiment_score":-0.060734160244464874},{"text":"Which is which is ridiculous.","start":996.98,"end":998.44,"sentiment":"neutral","sentiment_score":-0.15397199392318725},{"text":"Yeah.","start":998.74,"end":999.24,"sentiment":"neutral","sentiment_score":-0.04522975534200668},{"text":"Yeah.","start":1003.425,"end":1003.925,"sentiment":"neutral","sentiment_score":-0.02869748137891293},{"text":"Yeah.","start":1006.545,"end":1007.045,"sentiment":"neutral","sentiment_score":0.1713038682937622}],"sentiment":"neutral","sentiment_score":-0.08146861092083985,"num_words":9,"start":996.66,"end":1007.045},{"sentences":[{"text":"Yeah.","start":1008.385,"end":1008.885,"sentiment":"neutral","sentiment_score":0.08523977547883987},{"text":"Exactly.","start":1010.225,"end":1010.725,"sentiment":"neutral","sentiment_score":0.041012223809957504},{"text":"And now we will try our absolute best to get as much as we can for you.","start":1010.785,"end":1014.40497,"sentiment":"positive","sentiment_score":0.39768046841901894},{"text":"Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you don't have to to to worry about it because I know it can be a bit tedious otherwise.","start":1015.15,"end":1025.97,"sentiment":"neutral","sentiment_score":0.19692646712064743},{"text":"Exactly.","start":1030.4451,"end":1030.9451,"sentiment":"neutral","sentiment_score":0.11264435946941376}],"sentiment":"neutral","sentiment_score":0.2412878436346849,"num_words":69,"start":1008.385,"end":1030.9451},{"sentences":[{"text":"Exactly.","start":1031.485,"end":1031.985,"sentiment":"neutral","sentiment_score":0.12258272618055344},{"text":"Sorry.","start":1032.685,"end":1033.185,"sentiment":"neutral","sentiment_score":0.1226317137479782},{"text":"Yeah.","start":1033.405,"end":1033.905,"sentiment":"neutral","sentiment_score":0.17513293027877808},{"text":"They'll let me know how that all goes as well, and, hopefully, yeah, we can give you a little bit of extra money.","start":1033.965,"end":1038.625,"sentiment":"neutral","sentiment_score":0.320990396582562},{"text":"Otherwise, I will keep a lookout for that document to come through and and authorize those changes for you, David.","start":1039.5,"end":1045.28,"sentiment":"neutral","sentiment_score":0.23061836063861846}],"sentiment":"neutral","sentiment_score":0.2699020370517088,"num_words":46,"start":1031.485,"end":1045.28},{"sentences":[{"text":"But if there's anything else that you need at any point in time, you know, don't hesitate to give me a call or send me an email.","start":1045.5801,"end":1052.38,"sentiment":"neutral","sentiment_score":0.0833220392189644},{"text":"Okay?","start":1052.38,"end":1052.88,"sentiment":"neutral","sentiment_score":0.10054101049900056},{"text":"No problem.","start":1054.905,"end":1055.565,"sentiment":"positive","sentiment_score":0.4759172201156616},{"text":"Yes.","start":1059.785,"end":1060.285,"sentiment":"neutral","sentiment_score":0.15726731717586517},{"text":"Yep.","start":1060.585,"end":1061.085,"sentiment":"neutral","sentiment_score":0.10948526859283449}],"sentiment":"neutral","sentiment_score":0.1115257217315957,"num_words":32,"start":1045.5801,"end":1061.085},{"sentences":[{"text":"Yes.","start":1064.585,"end":1065.085,"sentiment":"neutral","sentiment_score":0.013810819014906883},{"text":"Yeah.","start":1069.7001,"end":1070.2001,"sentiment":"neutral","sentiment_score":-0.11480823159217834},{"text":"That's that's okay.","start":1070.42,"end":1072.12,"sentiment":"neutral","sentiment_score":-0.1522188993791739},{"text":"It's there if you ever change your mind.","start":1072.66,"end":1074.5801,"sentiment":"neutral","sentiment_score":-0.009458521846681833},{"text":"And any questions, you can always call me.","start":1074.5801,"end":1076.68,"sentiment":"neutral","sentiment_score":0.041606927290558815}],"sentiment":"neutral","sentiment_score":-0.014307946055417969,"num_words":21,"start":1064.585,"end":1076.68},{"sentences":[{"text":"But, no, otherwise, that's that's okay.","start":1077.38,"end":1079.3,"sentiment":"neutral","sentiment_score":-0.03794216737151146},{"text":"And have a look for your spam as well because it has been sent on my end, but it should be in your inbox when you hang up the phone.","start":1079.3,"end":1086.455,"sentiment":"neutral","sentiment_score":0.001118382252752781},{"text":"But, yeah, have a little look at the spam folder as well because sometimes it does end up there.","start":1086.455,"end":1090.715,"sentiment":"neutral","sentiment_score":-0.028168661813986928},{"text":"Yeah.","start":1094.39,"end":1094.89,"sentiment":"neutral","sentiment_score":0.07727733254432678},{"text":"That's there there it is.","start":1095.35,"end":1096.87,"sentiment":"neutral","sentiment_score":0.06930029094219207}],"sentiment":"neutral","sentiment_score":-0.00500864465339262,"num_words":61,"start":1077.38,"end":1096.87},{"sentences":[{"text":"Do you want me to stay on the phone while you sign it if you're happy to do so in case there's any issue?","start":1096.87,"end":1102.25,"sentiment":"neutral","sentiment_score":0.11779480101540685},{"text":"Yeah.","start":1103.83,"end":1104.33,"sentiment":"neutral","sentiment_score":0.09670063108205797},{"text":"Yep.","start":1104.885,"end":1105.385,"sentiment":"neutral","sentiment_score":0.07231036573648453},{"text":"Yep.","start":1115.285,"end":1115.785,"sentiment":"neutral","sentiment_score":0.049886710941791534},{"text":"I'm sorry.","start":1120.3401,"end":1120.8201,"sentiment":"neutral","sentiment_score":-0.08693604171276093}],"sentiment":"neutral","sentiment_score":0.09903796030015781,"num_words":29,"start":1096.87,"end":1120.8201},{"sentences":[{"text":"When you usually are yes.","start":1120.8201,"end":1123.9601,"sentiment":"neutral","sentiment_score":-0.024711797758936883},{"text":"Yep.","start":1134.915,"end":1135.415,"sentiment":"neutral","sentiment_score":0.032859914004802704},{"text":"You can just put an a because where the text is, it's if you needed if you wanted to change 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works.","start":1173.4401,"end":1174.4801,"sentiment":"neutral","sentiment_score":0.07606177777051926}],"sentiment":"neutral","sentiment_score":0.05726735887583345,"num_words":16,"start":1148.37,"end":1174.4801},{"sentences":[{"text":"Sometimes they ask you to draw it.","start":1174.4801,"end":1176.5801,"sentiment":"neutral","sentiment_score":0.023009999256048883},{"text":"But if it if it allows you to order fill, that's okay.","start":1176.8,"end":1179.54,"sentiment":"neutral","sentiment_score":0.05176756220559279},{"text":"No.","start":1184.095,"end":1184.595,"sentiment":"neutral","sentiment_score":-0.16664105653762817},{"text":"No.","start":1184.975,"end":1185.215,"sentiment":"negative","sentiment_score":-0.33615368604660034},{"text":"You shouldn't have to do 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good.","start":1206.685,"end":1207.505,"sentiment":"neutral","sentiment_score":-0.027893023565411568}],"sentiment":"neutral","sentiment_score":-0.15083105198067168,"num_words":23,"start":1186.415,"end":1207.505},{"sentences":[{"text":"Yep.","start":1210.285,"end":1210.785,"sentiment":"neutral","sentiment_score":-0.001224607229232788},{"text":"Yep.","start":1212.125,"end":1212.625,"sentiment":"neutral","sentiment_score":0.004181727766990662},{"text":"Yep.","start":1214.525,"end":1215.025,"sentiment":"neutral","sentiment_score":-0.005153007805347443},{"text":"Nope.","start":1222.86,"end":1223.18,"sentiment":"neutral","sentiment_score":-0.2268507182598114},{"text":"That's okay.","start":1223.18,"end":1224.0,"sentiment":"neutral","sentiment_score":-0.15375708788633347}],"sentiment":"neutral","sentiment_score":-0.08942679688334465,"num_words":6,"start":1210.285,"end":1224.0},{"sentences":[{"text":"Yep.","start":1224.14,"end":1224.64,"sentiment":"neutral","sentiment_score":-0.05597426742315293},{"text":"Unless there was anything you you wanted to change or 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in?","start":1245.97,"end":1248.79,"sentiment":"neutral","sentiment_score":-0.07317653931677341},{"text":"Yeah.","start":1251.01,"end":1251.51,"sentiment":"neutral","sentiment_score":-0.013961824588477612},{"text":"Yes.","start":1254.785,"end":1255.285,"sentiment":"neutral","sentiment_score":0.07019902020692825},{"text":"Can you type any like, a letter or anything?","start":1281.5349,"end":1284.595,"sentiment":"neutral","sentiment_score":-0.07129671797156334}],"sentiment":"neutral","sentiment_score":-0.06303837738761847,"num_words":22,"start":1240.1951,"end":1284.595},{"sentences":[{"text":"Okay.","start":1288.1749,"end":1288.6549,"sentiment":"neutral","sentiment_score":0.02584456279873848},{"text":"Even maybe here put that n a or just a full stop, because sometimes it won't let you go further without putting anything in.","start":1288.6549,"end":1294.8301,"sentiment":"neutral","sentiment_score":-0.07039017882198095},{"text":"Yep.","start":1298.17,"end":1298.49,"sentiment":"neutral","sentiment_score":0.16370846331119537},{"text":"Perfect.","start":1298.49,"end":1298.99,"sentiment":"positive","sentiment_score":0.530205488204956},{"text":"That's good.","start":1305.305,"end":1306.025,"sentiment":"positive","sentiment_score":0.5910235941410065}],"sentiment":"neutral","sentiment_score":0.007325565892046896,"num_words":29,"start":1288.1749,"end":1306.025},{"sentences":[{"text":"Sometimes it loads a little bit, and then it should say, like, finished or complete or ready for download.","start":1306.025,"end":1311.405,"sentiment":"neutral","sentiment_score":0.1964868001247707},{"text":"And if it says that, if you want to, it's up to you because I'll get a copy sent to me automatically when it comes through.","start":1311.785,"end":1325.02,"sentiment":"neutral","sentiment_score":0.16909368536793268},{"text":"And the download, if you if you would like to download a copy for your records.","start":1325.9601,"end":1330.435,"sentiment":"neutral","sentiment_score":0.09203515108674765},{"text":"Yeah.","start":1330.575,"end":1330.975,"sentiment":"neutral","sentiment_score":0.16000929474830627},{"text":"But I always have a copy on file as well if you ever wanted.","start":1330.975,"end":1333.955,"sentiment":"neutral","sentiment_score":0.2036102988890239}],"sentiment":"neutral","sentiment_score":0.16595790682262496,"num_words":76,"start":1306.025,"end":1333.955},{"sentences":[{"text":"And I can see here, Maia, that has come through okay.","start":1335.135,"end":1338.1951,"sentiment":"neutral","sentiment_score":0.25575793060389435},{"text":"So that is perfect.","start":1338.415,"end":1339.555,"sentiment":"positive","sentiment_score":0.6255210712552071},{"text":"That worked okay.","start":1339.6951,"end":1340.835,"sentiment":"positive","sentiment_score":0.46875030795733136},{"text":"I will get the team to authorize this request now for you.","start":1341.23,"end":1345.81,"sentiment":"neutral","sentiment_score":0.31377560645341873},{"text":"And like I said, I'll get Caden and Larissa to kind of work and help you through the claim.","start":1346.99,"end":1351.7101,"sentiment":"neutral","sentiment_score":0.299476389822207}],"sentiment":"neutral","sentiment_score":0.3301434924407881,"num_words":49,"start":1335.135,"end":1351.7101},{"sentences":[{"text":"They will let me know how everything is going.","start":1351.7101,"end":1353.89,"sentiment":"positive","sentiment_score":0.3943390217092302},{"text":"And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call.","start":1354.3151,"end":1359.435,"sentiment":"neutral","sentiment_score":0.19090231969243004},{"text":"But, otherwise, I will let you go and get ready for your shift.","start":1359.435,"end":1363.275,"sentiment":"neutral","sentiment_score":0.17619766581517},{"text":"And, hopefully, I didn't put you back too much in time.","start":1363.275,"end":1366.5751,"sentiment":"neutral","sentiment_score":0.015271516008810564},{"text":"Oh, yeah.","start":1368.52,"end":1369.1001,"sentiment":"neutral","sentiment_score":0.026546217501163483}],"sentiment":"neutral","sentiment_score":0.17981515492179564,"num_words":56,"start":1351.7101,"end":1369.1001},{"sentences":[{"text":"Okay.","start":1375.64,"end":1376.14,"sentiment":"neutral","sentiment_score":0.05691011622548103},{"text":"Yep.","start":1378.6001,"end":1379.1001,"sentiment":"neutral","sentiment_score":0.05578404664993286},{"text":"Okay.","start":1381.0449,"end":1381.5449,"sentiment":"neutral","sentiment_score":0.06547281891107559},{"text":"Yep.","start":1384.965,"end":1385.125,"sentiment":"neutral","sentiment_score":0.10684871673583984},{"text":"Caden yeah.","start":1385.125,"end":1388.965,"sentiment":"neutral","sentiment_score":0.22316905856132507}],"sentiment":"neutral","sentiment_score":0.12189230260749657,"num_words":6,"start":1375.64,"end":1388.965},{"sentences":[{"text":"Perfect.","start":1388.965,"end":1389.365,"sentiment":"positive","sentiment_score":0.4968077540397644},{"text":"I will let him know because Caden will be in the office on Friday.","start":1389.365,"end":1393.465,"sentiment":"neutral","sentiment_score":0.26833768082516535},{"text":"So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on Friday.","start":1394.1,"end":1401.0,"sentiment":"neutral","sentiment_score":0.224010006107133},{"text":"Yeah.","start":1402.34,"end":1402.84,"sentiment":"positive","sentiment_score":0.35599285364151},{"text":"Okay.","start":1402.9,"end":1403.2999,"sentiment":"positive","sentiment_score":0.3756733536720276}],"sentiment":"neutral","sentiment_score":0.24959764500027118,"num_words":46,"start":1388.965,"end":1403.2999},{"sentences":[{"text":"Perfect.","start":1403.2999,"end":1403.78,"sentiment":"positive","sentiment_score":0.6120213270187378},{"text":"Well, thank you so much, David, and I look forward to speaking with you soon again.","start":1403.78,"end":1407.225,"sentiment":"positive","sentiment_score":0.8139418885111809},{"text":"No problem at all.","start":1410.825,"end":1412.105,"sentiment":"positive","sentiment_score":0.7048853784799576},{"text":"You have a good afternoon.","start":1412.105,"end":1413.245,"sentiment":"positive","sentiment_score":0.7308636903762817},{"text":"Thanks.","start":1414.985,"end":1415.485,"sentiment":"positive","sentiment_score":0.5527412295341492}],"sentiment":"positive","sentiment_score":0.7652478792049267,"num_words":27,"start":1403.2999,"end":1415.485},{"sentences":[{"text":"Bye.","start":1415.865,"end":1416.365,"sentiment":"neutral","sentiment_score":0.30771002173423767}],"sentiment":"neutral","sentiment_score":0.30771002173423767,"num_words":1,"start":1415.865,"end":1416.365}]}}]},{"alternatives":[{"transcript":"Hello? Yes. It is. I'm okay. Thank you. How are you? Yeah. How long does how long will this take? Roughly. Okay. Yeah. Because I've gotta go yeah. Works called me in. So it's okay. We can try and make it pretty quick. Yeah. Like I said, as long as it's I'm I'll just as long as my thing is working in the right direction, that's the main thing. Okay. Okay. Cool. Yep. Yep. David Lee Hennig. Birthday, 06/10/1974. And the address, was it? Yep. 70 Daniel Avenue, Globe Derby Park, Australia. Yes. Fine. Yep. Yeah. Right. Okay. Yeah. Okay. Yeah. It doesn't yeah. It doesn't cost me anything, does it? Okay. Yeah. You handy right now? Okay. Protection yet. Okay. No. Yep. No worries. Thank you. Yeah. I'm all hospital's already in. We have 24. Yep. Okay. Yep. Okay. Cool. Uh-huh. Uh-huh. Yep. Okay. Yeah. Okay. Okay. Yep. Yep. Okay. Yep. Yeah. Okay. Yep. I'll take your word for it and trust you because this is not my my I can't get my head around all of this. Yeah. Yep. Yes. Yes. Yeah. Yeah. Like I said, I just wanna make sure I'm going in the right direction and not going backwards. So I'm gonna yeah. Once I heard that property property just keeps going up and up and up and through the roof, I thought, well, it might be something worth trying. So Cool. Yep. Yep. No worries. So I'm gonna lie to you. I probably won't read that document. I'm just gonna take the word for it because that's just I don't I don't follow it anyway. So I'll probably just sign it anyway. But yeah. So it's just a matter of signing and everything else I need to issue or whatever is all marked, isn't it? Yep. No worries. No. That's cool. Appreciate that. Thank you. No. No. I just yeah. It'd be nice to know how much I'd be able to get back if I can claim was it one month, I think you said. There is tax on it. Of course, there is. Yeah. Because I I think then each week, I was earning about 2 and a half or 2,400 a week bring home. So, yeah, it was a massive chunk and, yeah, it broke me because I'd used all my savings and everything else that I was told. Yeah. So it it took me over a year to try and get back onto my feet to try and do it that way. So it would be nice to be able to put a little bit back into my account as we're sure. Cool. Oh, yeah. Plus, I'm on the road all the time, so it's very hard. No worries. No worries. Well, thank you very much for that. I'll I'll get that signed in a minute when I get off the phone if it's come through. And, yeah, if there's any other problems, please let me know and I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. And I don't understand it anyway. Veronica Glover. There it is there. It's yeah. I checked it. Yeah. I can. I've just opened it. Signature request, go through financial statement of advice. Right. So your signature is where do I go from here? Oh, sign document. One. Click to start. Text. That's just where I sign there. It says text. Yes. Okay. Please it says please sign below. It's got a big red text box. It keeps moving my screen. Hang on. Oh, man. It's loading right now. Come on. No. It's moving my screen. So is that what I feel? It says contact, passwords, credit cards. No. That's not gonna work. I can't. It won't let me do that. Every time I go to write do it on the screen, it's moving the screen. Let me take the signature side. Oh, something's automatically came up. Okay. I don't know why. Done it in cursive, but whatever. I'll just go sign all. And yeah. It won't let me write anything in the text section. No. No. Must've got fill in. What's fill in? I don't know what fill in is. I'll hit next. And it's saying fill in. Why is it saying fill in? Would it be the might be the date and the month. 04/22/2026. Done that. Next. Why is it doing it? When I tap the text box, it's coming up with a big blue line on the left, but it's not letting me do anything. Yes. I did. No. I'm doing it's loading now. I put NA. It's loading, doing something. Yeah. It says that you will get the signed document by email. So it said download. Yep. No worries. I'm back for tomorrow night. I've only gotta go across the WA border and back with the truck. So if Friday works Friday's normally best day to catch me. So if they wanna catch me Friday, it might be the best day to get things rolling on that end for that claim. Yep. Yeah. Perfect. Thank you so much for your help, Veronica. I appreciate it. Okay. You too. K. 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Yes. It is. I'm okay. Thank you.\n\nHow are you? Yeah. How long does how long will this take? Roughly. Okay.\n\nYeah. Because I've gotta go yeah. Works called me in. So it's okay. We can try and make it pretty quick.\n\nYeah. Like I said, as long as it's I'm I'll just as long as my thing is working in the right direction, that's the main thing. Okay. Okay. Cool.\n\nYep. Yep. David Lee Hennig. Birthday, 06/10/1974. And the address, was it?\n\nYep. 70 Daniel Avenue, Globe Derby Park, Australia. Yes. Fine. Yep.\n\nYeah. Right. Okay. Yeah. Okay.\n\nYeah. It doesn't yeah. It doesn't cost me anything, does it? Okay. Yeah.\n\nYou handy right now? Okay. Protection yet. Okay. No.\n\nYep. No worries. Thank you. Yeah. I'm all hospital's already in.\n\nWe have 24. Yep. Okay. Yep. Okay.\n\nCool. Uh-huh. Uh-huh. Yep. Okay.\n\nYeah. Okay. Okay. Yep. Yep.\n\nOkay. Yep. Yeah. Okay. Yep.\n\nI'll take your word for it and trust you because this is not my my I can't get my head around all of this. Yeah. Yep. Yes. Yes.\n\nYeah. Yeah. Like I said, I just wanna make sure I'm going in the right direction and not going backwards. So I'm gonna yeah. Once I heard that property property just keeps going up and up and up and through the roof, I thought, well, it might be something worth trying.\n\nSo Cool. Yep. Yep. No worries. So I'm gonna lie to you.\n\nI probably won't read that document. I'm just gonna take the word for it because that's just I don't I don't follow it anyway. So I'll probably just sign it anyway. But yeah. So it's just a matter of signing and everything else I need to issue or whatever is all marked, isn't it?\n\nYep. No worries. No. That's cool. Appreciate that.\n\nThank you. No. No. I just yeah. It'd be nice to know how much I'd be able to get back if I can claim was it one month, I think you said.\n\nThere is tax on it. Of course, there is. Yeah. Because I I think then each week, I was earning about 2 and a half or 2,400 a week bring home. So, yeah, it was a massive chunk and, yeah, it broke me because I'd used all my savings and everything else that I was told.\n\nYeah. So it it took me over a year to try and get back onto my feet to try and do it that way. So it would be nice to be able to put a little bit back into my account as we're sure. Cool. Oh, yeah.\n\nPlus, I'm on the road all the time, so it's very hard. No worries. No worries. Well, thank you very much for that. I'll I'll get that signed in a minute when I get off the phone if it's come through.\n\nAnd, yeah, if there's any other problems, please let me know and I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. And I don't understand it anyway. Veronica Glover. There it is there. It's yeah.\n\nI checked it. Yeah. I can. I've just opened it. Signature request, go through financial statement of advice.\n\nRight. So your signature is where do I go from here? Oh, sign document. One. Click to start.\n\nText. That's just where I sign there. It says text. Yes. Okay.\n\nPlease it says please sign below. It's got a big red text box. It keeps moving my screen. Hang on. Oh, man.\n\nIt's loading right now. Come on. No. It's moving my screen. So is that what I feel?\n\nIt says contact, passwords, credit cards. No. That's not gonna work. I can't. It won't let me do that.\n\nEvery time I go to write do it on the screen, it's moving the screen. Let me take the signature side. Oh, something's automatically came up. Okay. I don't know why.\n\nDone it in cursive, but whatever. I'll just go sign all. And yeah. It won't let me write anything in the text section. No.\n\nNo. Must've got fill in. What's fill in? I don't know what fill in is. I'll hit next.\n\nAnd it's saying fill in. Why is it saying fill in? Would it be the might be the date and the month. 04/22/2026. Done that.\n\nNext. Why is it doing it? When I tap the text box, it's coming up with a big blue line on the left, but it's not letting me do anything. Yes. I did.\n\nNo. I'm doing it's loading now. I put NA. It's loading, doing something. Yeah.\n\nIt says that you will get the signed document by email. So it said download. Yep. No worries. I'm back for tomorrow night.\n\nI've only gotta go across the WA border and back with the truck. So if Friday works Friday's normally best day to catch me. So if they wanna catch me Friday, it might be the best day to get things rolling on that end for that claim. Yep. Yeah.\n\nPerfect. Thank you so much for your help, Veronica. I appreciate it. Okay. You too.\n\nK. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.79999995,"end":1.3,"sentiment":"neutral","sentiment_score":0.056252963840961456},{"text":"Yes.","start":4.08,"end":4.24,"sentiment":"neutral","sentiment_score":0.2797292470932007},{"text":"It is.","start":4.24,"end":4.98,"sentiment":"neutral","sentiment_score":0.22583375871181488},{"text":"I'm okay.","start":8.32,"end":8.88,"sentiment":"positive","sentiment_score":0.4022432565689087},{"text":"Thank you.","start":8.88,"end":9.28,"sentiment":"positive","sentiment_score":0.6470552682876587}],"sentiment":"positive","sentiment_score":0.36078084725886583,"num_words":8,"start":0.79999995,"end":9.28},{"sentences":[{"text":"How are you?","start":9.28,"end":10.0199995,"sentiment":"positive","sentiment_score":0.39563921093940735},{"text":"Yeah.","start":20.165,"end":20.404999,"sentiment":"neutral","sentiment_score":0.007840549573302269},{"text":"How long does how long will this 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take your word for it and trust you because this is not my my I can't get my head around all of this.","start":638.35,"end":644.50995,"sentiment":"neutral","sentiment_score":0.0579442308905224},{"text":"Yeah.","start":644.50995,"end":645.00995,"sentiment":"neutral","sentiment_score":0.15265591442584991},{"text":"Yep.","start":662.575,"end":662.91,"sentiment":"neutral","sentiment_score":0.06657923758029938},{"text":"Yes.","start":688.445,"end":688.945,"sentiment":"neutral","sentiment_score":0.2256760895252228},{"text":"Yes.","start":704.0,"end":704.385,"sentiment":"neutral","sentiment_score":0.20099687576293945}],"sentiment":"neutral","sentiment_score":0.07273463066667318,"num_words":28,"start":638.35,"end":704.385},{"sentences":[{"text":"Yeah.","start":722.45,"end":722.95,"sentiment":"neutral","sentiment_score":0.2007622122764587},{"text":"Yeah.","start":729.25,"end":729.75,"sentiment":"neutral","sentiment_score":0.07909534126520157},{"text":"Like I said, I just wanna make sure I'm going in the right direction and not going backwards.","start":730.72504,"end":734.425,"sentiment":"neutral","sentiment_score":0.09278827119204733},{"text":"So I'm gonna yeah.","start":734.965,"end":736.645,"sentiment":"neutral","sentiment_score":0.046416918747127056},{"text":"Once I heard that property property just keeps going up and up and up and through the roof, I thought, well, it might be something worth trying.","start":736.645,"end":743.87,"sentiment":"neutral","sentiment_score":0.06100534813271628}],"sentiment":"neutral","sentiment_score":0.0741736962660855,"num_words":51,"start":722.45,"end":743.87},{"sentences":[{"text":"So Cool.","start":743.87,"end":756.37,"sentiment":"positive","sentiment_score":0.33849336951971054},{"text":"Yep.","start":802.76,"end":803.26,"sentiment":"neutral","sentiment_score":0.2961823344230652},{"text":"Yep.","start":830.43,"end":830.93,"sentiment":"neutral","sentiment_score":0.06301582604646683},{"text":"No 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can't.","start":1191.29,"end":1191.53,"sentiment":"negative","sentiment_score":-0.3682542145252228},{"text":"It won't let me do that.","start":1191.53,"end":1192.5701,"sentiment":"negative","sentiment_score":-0.4582886149485906}],"sentiment":"neutral","sentiment_score":-0.2695751868580517,"num_words":19,"start":1180.4751,"end":1192.5701},{"sentences":[{"text":"Every time I go to write do it on the screen, it's moving the screen.","start":1192.5701,"end":1196.1901,"sentiment":"neutral","sentiment_score":-0.2914858082930247},{"text":"Let me take the signature side.","start":1198.65,"end":1202.455,"sentiment":"neutral","sentiment_score":-0.02180972866093119},{"text":"Oh, something's automatically came up.","start":1202.455,"end":1204.635,"sentiment":"neutral","sentiment_score":-0.021462154015898703},{"text":"Okay.","start":1205.895,"end":1206.215,"sentiment":"neutral","sentiment_score":-0.03799287602305412},{"text":"I don't know 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section.","start":1219.91,"end":1222.07,"sentiment":"neutral","sentiment_score":-0.28866460621356965},{"text":"No.","start":1222.07,"end":1222.57,"sentiment":"neutral","sentiment_score":-0.20478522777557373}],"sentiment":"neutral","sentiment_score":-0.14613657232742602,"num_words":24,"start":1207.975,"end":1222.57},{"sentences":[{"text":"No.","start":1231.4249,"end":1231.6649,"sentiment":"neutral","sentiment_score":-0.17645524442195892},{"text":"Must've got fill in.","start":1231.6649,"end":1233.0249,"sentiment":"neutral","sentiment_score":-0.15374136716127396},{"text":"What's fill in?","start":1233.0249,"end":1234.1649,"sentiment":"neutral","sentiment_score":-0.11089608321587245},{"text":"I don't know what fill in is.","start":1236.865,"end":1238.1,"sentiment":"neutral","sentiment_score":-0.21639435419014522},{"text":"I'll hit next.","start":1238.66,"end":1239.64,"sentiment":"neutral","sentiment_score":-0.08057403067747752}],"sentiment":"neutral","sentiment_score":-0.16003286300434005,"num_words":18,"start":1231.4249,"end":1239.64},{"sentences":[{"text":"And it's saying fill in.","start":1240.1799,"end":1243.2999,"sentiment":"neutral","sentiment_score":-0.11883067637681961},{"text":"Why is it saying fill in?","start":1243.2999,"end":1245.08,"sentiment":"neutral","sentiment_score":-0.20726765195528665},{"text":"Would it be the might be the date and the month.","start":1247.94,"end":1250.52,"sentiment":"neutral","sentiment_score":-0.0603943717750636},{"text":"04/22/2026.","start":1252.405,"end":1254.0851,"sentiment":"neutral","sentiment_score":-0.01295629795640707},{"text":"Done that.","start":1254.0851,"end":1254.905,"sentiment":"neutral","sentiment_score":0.05603453889489174}],"sentiment":"neutral","sentiment_score":-0.09611938413232565,"num_words":25,"start":1240.1799,"end":1254.905},{"sentences":[{"text":"Next.","start":1258.805,"end":1259.305,"sentiment":"neutral","sentiment_score":0.0043060993775725365},{"text":"Why is it doing it?","start":1266.6901,"end":1274.77,"sentiment":"neutral","sentiment_score":-0.041757763177156446},{"text":"When I tap the text box, it's coming up with a big blue line on the left, but it's not letting me do anything.","start":1274.77,"end":1280.31,"sentiment":"neutral","sentiment_score":-0.19214524452884993},{"text":"Yes.","start":1286.745,"end":1287.145,"sentiment":"neutral","sentiment_score":0.023303646594285965},{"text":"I did.","start":1287.145,"end":1287.805,"sentiment":"neutral","sentiment_score":0.024249212816357613}],"sentiment":"neutral","sentiment_score":-0.1437626216052608,"num_words":33,"start":1258.805,"end":1287.805},{"sentences":[{"text":"No.","start":1295.2599,"end":1295.4199,"sentiment":"neutral","sentiment_score":-0.06301961839199066},{"text":"I'm doing it's loading now.","start":1295.4199,"end":1296.7799,"sentiment":"neutral","sentiment_score":-0.018790752999484538},{"text":"I put NA.","start":1296.7799,"end":1297.6,"sentiment":"neutral","sentiment_score":0.018863374056915443},{"text":"It's loading, doing something.","start":1302.2999,"end":1303.6,"sentiment":"positive","sentiment_score":0.39036010950803757},{"text":"Yeah.","start":1311.4049,"end":1311.885,"sentiment":"neutral","sentiment_score":0.1476546823978424}],"sentiment":"neutral","sentiment_score":0.11490798994366612,"num_words":14,"start":1295.2599,"end":1311.885},{"sentences":[{"text":"It says that you will get the signed document by email.","start":1311.885,"end":1316.065,"sentiment":"neutral","sentiment_score":0.08936757662079552},{"text":"So it said download.","start":1316.765,"end":1318.145,"sentiment":"neutral","sentiment_score":0.0958629623055458},{"text":"Yep.","start":1346.1151,"end":1346.55,"sentiment":"neutral","sentiment_score":0.19471311569213867},{"text":"No worries.","start":1367.3049,"end":1368.0449,"sentiment":"neutral","sentiment_score":0.06135301664471626},{"text":"I'm back for tomorrow night.","start":1368.505,"end":1371.705,"sentiment":"neutral","sentiment_score":0.021323957294225693}],"sentiment":"neutral","sentiment_score":0.07784930989146233,"num_words":23,"start":1311.885,"end":1371.705},{"sentences":[{"text":"I've only gotta go across the WA border and back with the truck.","start":1371.705,"end":1374.6649,"sentiment":"neutral","sentiment_score":0.04245512746274471},{"text":"So if Friday works Friday's normally best day to catch me.","start":1374.6649,"end":1380.5199,"sentiment":"neutral","sentiment_score":0.06008882515809753},{"text":"So if they wanna catch me Friday, it might be the best day to get things rolling on that end for that claim.","start":1380.5199,"end":1388.2999,"sentiment":"neutral","sentiment_score":0.16200235405046007},{"text":"Yep.","start":1400.365,"end":1400.865,"sentiment":"neutral","sentiment_score":0.13270148634910583},{"text":"Yeah.","start":1401.405,"end":1401.805,"sentiment":"neutral","sentiment_score":0.2702777683734894}],"sentiment":"neutral","sentiment_score":0.10901892105383533,"num_words":49,"start":1371.705,"end":1401.805},{"sentences":[{"text":"Perfect.","start":1401.805,"end":1402.305,"sentiment":"positive","sentiment_score":0.5653296113014221},{"text":"Thank you so much for your help, Veronica.","start":1407.97,"end":1409.73,"sentiment":"positive","sentiment_score":0.8536096289753914},{"text":"I appreciate it.","start":1409.73,"end":1410.71,"sentiment":"positive","sentiment_score":0.8451382517814636},{"text":"Okay.","start":1413.73,"end":1414.05,"sentiment":"positive","sentiment_score":0.45257568359375},{"text":"You too.","start":1414.05,"end":1414.647,"sentiment":"positive","sentiment_score":0.3785074055194855}],"sentiment":"positive","sentiment_score":0.7426141262054443,"num_words":15,"start":1401.805,"end":1414.647},{"sentences":[{"text":"K.","start":1414.807,"end":1415.307,"sentiment":"neutral","sentiment_score":0.1334422528743744},{"text":"Bye.","start":1418.887,"end":1419.1919,"sentiment":"neutral","sentiment_score":-0.11624014377593994}],"sentiment":"neutral","sentiment_score":0.008601054549217224,"num_words":2,"start":1414.807,"end":1419.1919}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Good afternoon, missus Davis.\n\nChannel 1: Yes. It is.\n\nChannel 0: This is Veronica from OQ Financial. How are you?\n\nChannel 1: I'm okay. Thank you. How are you?\n\nChannel 0: I'm good. Thanks. I had you booked in. I've just got over your strategy recommendations after I did some research for you. Is now still a good time?\n\nChannel 1: Yeah. How long does how long will this take? Roughly.\n\nChannel 0: I can try to make it quick for you, but maybe, like, twenty minutes.\n\nChannel 1: Okay.\n\nChannel 0: Do\n\nChannel 1: Yeah.\n\nChannel 0: you\n\nChannel 1: Because I've\n\nChannel 0: how\n\nChannel 1: gotta\n\nChannel 0: how much\n\nChannel 1: go\n\nChannel 0: time do you have?\n\nChannel 1: yeah. Works called me in. So it's\n\nChannel 0: That's\n\nChannel 1: okay.\n\nChannel 0: okay. Are you when do you have to go? How much time? I can try to make it as quickly as I can for you because there's not too\n\nChannel 1: We\n\nChannel 0: many\n\nChannel 1: can try\n\nChannel 0: changes.\n\nChannel 1: and make it pretty quick. Yeah.\n\nChannel 0: Yep.\n\nChannel 1: Like\n\nChannel 0: Okay.\n\nChannel 1: I said, as long as it's I'm I'll just as long as my thing is working in the right direction, that's the main thing.\n\nChannel 0: Yes. Now I will make it quick for you there, David.\n\nChannel 1: Okay.\n\nChannel 0: Now just before if if you do have to go, though, just just interrupt me and let me know, but I'll try and make it as quick as I can for you.\n\nChannel 1: Okay. Cool.\n\nChannel 0: Now before I go any further, I just need to let you know that our calls are being recorded for quality and coaching purposes, if that's okay.\n\nChannel 1: Yep.\n\nChannel 0: Perfect. And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please.\n\nChannel 1: Yep. David Lee Hennig. Birthday, 06/10/1974.\n\nChannel 0: Yep. Yep.\n\nChannel 1: And the address, was it?\n\nChannel 0: Yes, please.\n\nChannel 1: Yep. 70 Daniel Avenue, Globe Derby Park, Australia.\n\nChannel 0: Yep. Perfect. That's exactly what I have here. Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now. So I will just kind of run through the most important section.\n\nAnd then when you have a little bit more time, have a read through it. And if you don't have any questions, you can let me know. Is that okay?\n\nChannel 1: Yes. Fine.\n\nChannel 0: Yep. Perfect. Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago. And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time.\n\nChannel 1: Yeah.\n\nChannel 0: So,\n\nChannel 1: Right.\n\nChannel 0: yeah, so what I what we can do for you is I have confirmed with them that we can actually initiate a backdated IP claim. So we can assist you with it if you're happy with that. So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is good.\n\nChannel 1: Okay. Yeah.\n\nChannel 0: Yeah. So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help. They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself. We will help you through the process to try to get a little bit of that money that you could have potentially got back then. So a little bit\n\nChannel 1: Okay.\n\nChannel 0: of extra\n\nChannel 1: Yeah.\n\nChannel 0: might be\n\nChannel 1: It\n\nChannel 0: good.\n\nChannel 1: doesn't yeah. It doesn't cost me anything, does it?\n\nChannel 0: No. No. It's all part of the ongoing service, and that's why what we're here to help you do. So no. No additional charges to\n\nChannel 1: Okay.\n\nChannel 0: do that for you. Yeah. So if you hear from my my team, it'll be Caden and Larissa, not today, because you're busy. I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully\n\nChannel 1: Yeah.\n\nChannel 0: be nice. Yeah.\n\nChannel 1: You handy right now?\n\nChannel 0: Exactly. So what I have recommended, obviously, because of that is I don't wanna cancel any of your host bus insurance. I know\n\nChannel 1: Okay.\n\nChannel 0: you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand. But given that we can look at potentially claiming some for you back then, it is still worth having. So I have recommended, for the time being anyway, that we keep your cover.\n\nChannel 1: Protection yet.\n\nChannel 0: Yeah. So we keep your life, keep income protection for now, especially if we can kinda get that claim for you. And you already have it in place, and it it's not too bad. It's about 1,543 a year, and that gives you the income protection and then life and pay pay day of about 2,230 thousand dollars as well. Now if anything ever were to happen to you where you need to make a claim in the future as well, but not just this backdated, you just give me a call or give us a call, and then we will help you through the process.\n\nBecause sometimes\n\nChannel 1: Okay.\n\nChannel 0: it can be a bit more tricky trying to go through through them, especially if they're telling you things whereas we can push a bit more and and try to do that for you. Hopefully,\n\nChannel 1: No.\n\nChannel 0: nothing nothing happens. But but if so, just call us. Okay?\n\nChannel 1: Yep. No worries.\n\nChannel 0: Yeah.\n\nChannel 1: Thank you.\n\nChannel 0: Perfect. The other kind of recommendation I have made is because we wanna make sure we keep you in the fund that is going to do the the give you the most amount of growth. And looking at the investment, that is hub twenty four. So I have recommended that we do a partial rollover from host plus into hub twenty four to make sure we have the money where it's going to grow the most, but we still keep about 10,000 in host plus to make sure we keep your insurances active. Does that make sense?\n\nChannel 1: Yeah. I'm all hospital's\n\nChannel 0: Yes.\n\nChannel 1: already in. We have 24.\n\nChannel 0: Yes. So you currently have hub twenty four and host plus.\n\nChannel 1: Yep.\n\nChannel 0: And at the moment, because you have contributions in host plus, which is correct, we want it that way because of the insurances, the balance obviously increases. So at the moment, you have about 34,000 in host plus. So\n\nChannel 1: Okay.\n\nChannel 0: we, yeah, we would just wanna roll a little bit of money from host plus into hub twenty four so you have more in hub twenty four to give you more growth. Does that make sense? Yeah. So we will help you through through through this as well with all the forms so you don't have\n\nChannel 1: Yep.\n\nChannel 0: to worry about it.\n\nChannel 1: Okay. Cool.\n\nChannel 0: Now what I have also recommended is to do a bit of a change with your investment. So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well. So I have made a recommendation on changing some of your investment. Now\n\nChannel 1: Uh-huh.\n\nChannel 0: your current portfolio so this might make a bit more sense when you have a look at the documents. That is page 16. So your current portfolio has performed over the last five years on a rolling basis. So so eight share on average about 8.07%. Okay?\n\nChannel 1: Uh-huh.\n\nChannel 0: Now the new recommended portfolio has done 10.99%. So it's about 3.92% better than your your old current portfolio, which is good. And addition to it, it's also a little bit cheaper. So the way that I have changed some\n\nChannel 1: Yep.\n\nChannel 0: of your investments, it is reducing your your fee a little bit. So it's actually saving you about $341 a year in fees alone. So that's\n\nChannel 1: Okay.\n\nChannel 0: pretty good.\n\nChannel 1: Yeah.\n\nChannel 0: So, basically, making a couple of changes reduces the fees, but also improve the returns for you. And especially when we are looking so I've also done a a bit more of an extended comparison of the portfolios using a twelve month, three years, five years, and ten year time frame to show you. And across all time frames, the recommended portfolio has outperformed your current one. Even\n\nChannel 1: Okay.\n\nChannel 0: when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Yep.\n\nChannel 0: it has performed a little bit better, and it's a little bit cheaper, which is nice.\n\nChannel 1: Yep.\n\nChannel 0: Now when it comes to how the investments are changing, that is outlined on page 19 when you have a moment. So when you do look at it, you will see a list of all your investments. It will also also show you a a buy and sell column. Now everything that is highlighted in red is what we are selling, and black is what we are buying to make it easy for you. But\n\nChannel 1: Okay.\n\nChannel 0: to give you a bit of an overview, is that the portfolio itself, what we are doing is kind of moving away a little bit from a bit more of a complex and a little bit a higher risk mix of investment into a bit more structured and diversified strategy. Now we've\n\nChannel 1: Yep.\n\nChannel 0: also kind of reduced some of your kind of specific investments and things that you had, like, you know, some technology and some lithium and stuff like that as well. So they can perform well at times, but they can also be a little bit more kind of volatile and less predictable. So we've\n\nChannel 1: Yeah.\n\nChannel 0: kind of repositioned the portfolio a little bit and focusing more in investing in your broad diversified market. So we have a bit in US. We also have about 20% in Australia. We also make sure that we have more diversification. So we have about 4% in Japan.\n\nWe also have 7% in Europe. And then we have another investment that's called Vanguard or World, but this one excludes The US. So invest in companies all around the world, but it excludes The US because you already have that exposure in another investment. So we don't wanna\n\nChannel 1: Okay.\n\nChannel 0: double up on one market either. Does that kind\n\nChannel 1: Yep.\n\nChannel 0: of make sense? Yeah.\n\nChannel 1: I'll take your word for it and trust you because this is not my my I can't get my head\n\nChannel 0: Area.\n\nChannel 1: around all of this. Yeah.\n\nChannel 0: And and that is okay, and that's what we're here for. The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it. But at the end of the day, I do completely understand that it can get quite technical when it comes to the investment.\n\nChannel 1: Yep.\n\nChannel 0: And, basically, I guess, to make it short, there's not massive changes. We are just changing some investments that have haven't performed as well to some other ones, but making sure we keep you diversified at all times. Still keeping you in a growth allocation, but not changing in terms of how much risk of volat volatation or stuff like that. It's keeping you within a growth portfolio still. We still\n\nChannel 1: Yes.\n\nChannel 0: have some goals and your defensive investments as well to stabilize everything for you. And we have about, let me see here, a little bit in the Australian property market as well. So\n\nChannel 1: Yes.\n\nChannel 0: about 4% in in this option, which which is pretty good, And it basically gives you access to a range of listed property companies. So you will have shopping centers and office buildings, warehouse, industrial properties, all kind of in one single investment. And it just\n\nChannel 1: Yeah.\n\nChannel 0: obviously makes it a bit easier than owning the physical properties yourself while still having exposure to that market.\n\nChannel 1: Yeah. Like\n\nChannel 0: So\n\nChannel 1: I said,\n\nChannel 0: is\n\nChannel 1: I\n\nChannel 0: that\n\nChannel 1: just wanna make sure I'm going in the right direction and not going backwards. So I'm gonna\n\nChannel 0: Exactly.\n\nChannel 1: yeah. Once I heard that property property just keeps going up and up and up and through the roof, I thought, well, it might be something\n\nChannel 0: Yeah.\n\nChannel 1: worth trying.\n\nChannel 0: But\n\nChannel 1: So\n\nChannel 0: yeah. And we did do do do a bit of research on it, and it's definitely a good addition to your portfolio. Obviously, we don't wanna have too much in one section, but we wanna make sure we have we we include that for you.\n\nChannel 1: Cool.\n\nChannel 0: So, overall, the the recommended portfolio has performed a little bit better. It's a little bit cheaper for you. You are not taking on any more risk and still keeping your insurances for now. Like I said, I will also pass your details over to the claims team here to help you with the backdated claim. We will help and guide you through the process to make it easy.\n\nAnd there's no additional fees and charges. So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you. Just have a read through the document if you are happy to go ahead. I will just need you to sign the document.\n\nChannel 1: Yep.\n\nChannel 0: That will then send it back to me. I'll get notified, and I will process these changes for you. If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up. There's also a bit of a text box in the document. So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want.\n\nBut if you don't\n\nChannel 1: Yep.\n\nChannel 0: wanna make any changes and you're happy, you can just write NA or a full stop. That's fine. And the last thing is the remuneration. So no additional fees and charges. It is all part of your ongoing advice fee.\n\nStays exactly the same at 1.65. So the claims and going ahead with the recommendation, there's no additional fees or charges for you, David.\n\nChannel 1: No worries. So\n\nChannel 0: Yeah.\n\nChannel 1: I'm gonna lie to you. I probably won't read that document. I'm just gonna take the word for it because that's just\n\nChannel 0: That\n\nChannel 1: I don't\n\nChannel 0: that's\n\nChannel 1: I don't\n\nChannel 0: okay.\n\nChannel 1: follow it anyway. So\n\nChannel 0: That's\n\nChannel 1: I'll probably\n\nChannel 0: as long\n\nChannel 1: just\n\nChannel 0: as\n\nChannel 1: sign it anyway.\n\nChannel 0: yep.\n\nChannel 1: But yeah. So it's just a matter of signing and everything else I need to issue or whatever is all marked, isn't it?\n\nChannel 0: Yes. Exactly. So there should just be, like, a couple of signatures. It is all it will take you automatically there through\n\nChannel 1: Yep.\n\nChannel 0: to make it nice and easy. It's all digital as well, prefilled for you. It just asks you to draw a signature, and you have access to this document as well. So if you do wanna go back at any point in time, it's all there for you. And if there's anything you want me to explain further, let me know.\n\nBut it is pretty straightforward of what we're doing. We're not making any drastic changes for you, just improving\n\nChannel 1: No\n\nChannel 0: things\n\nChannel 1: worries.\n\nChannel 0: a little bit. And like I said, I will get my colleague Hayden and Larissa to kind of help you through the the claims to see if we can give you a little bit of money as well from when you were off work.\n\nChannel 1: No. That's cool. Appreciate\n\nChannel 0: Yeah.\n\nChannel 1: that. Thank you.\n\nChannel 0: No. That is okay. Now, David, do you have any questions or anything else for me at this point, otherwise?\n\nChannel 1: No. No. I just\n\nChannel 0: No?\n\nChannel 1: yeah.\n\nChannel 0: Yep.\n\nChannel 1: It'd be nice to know how much I'd be able to get back if I can claim was it one month, I think you said.\n\nChannel 0: Yeah. So let me have a look. So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated. But, roughly, your income protection is about 2,500, but there's also tax on it.\n\nChannel 1: There is tax on it.\n\nChannel 0: Yes. So there is tax that will come offered as well. Now,\n\nChannel 1: Of course,\n\nChannel 0: Kate\n\nChannel 1: there\n\nChannel 0: and\n\nChannel 1: is.\n\nChannel 0: then right. But, hopefully, it's a lot better than nothing, especially if it's stuff that you, you know, should have had back then. If we can give you anything, it's good.\n\nChannel 1: Yeah. Because I I think\n\nChannel 0: Yeah.\n\nChannel 1: then each week, I was earning about 2 and a half or 2,400 a week bring home.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: So,\n\nChannel 0: It's like\n\nChannel 1: yeah, it was a massive chunk and, yeah, it broke\n\nChannel 0: yeah.\n\nChannel 1: me because I'd used all my savings and everything\n\nChannel 0: Yeah.\n\nChannel 1: else that I was told.\n\nChannel 0: Yeah. Which is which is ridiculous. Yeah.\n\nChannel 1: Yeah. So it it took me over a year to try and get\n\nChannel 0: Yeah.\n\nChannel 1: back onto my feet to try and do it that way. So it would\n\nChannel 0: Yeah.\n\nChannel 1: be nice to be able to put a little bit back into\n\nChannel 0: Yeah.\n\nChannel 1: my account as we're sure.\n\nChannel 0: Exactly. And now we will try our absolute best to get as much as we can for you. Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you\n\nChannel 1: Cool.\n\nChannel 0: don't have to to to worry about it because I know it can be a bit tedious otherwise.\n\nChannel 1: Oh, yeah. Plus, I'm on the road all the time, so it's very hard.\n\nChannel 0: Exactly. Exactly. Sorry. Yeah. They'll let me know how that all goes as well, and, hopefully, yeah, we can give you a little bit of extra money.\n\nOtherwise, I will keep a lookout for that document to come through and and authorize those changes for you, David. But if\n\nChannel 1: No\n\nChannel 0: there's\n\nChannel 1: worries.\n\nChannel 0: anything else that you need at any point in time, you know, don't hesitate to give me a call or send me an email. Okay?\n\nChannel 1: No worries. Well, thank you very much\n\nChannel 0: No problem.\n\nChannel 1: for that. I'll I'll get that signed in a minute when I get off the phone if it's come through.\n\nChannel 0: Yes. Yep.\n\nChannel 1: And, yeah, if there's any other problems, please let me know and\n\nChannel 0: Yes.\n\nChannel 1: I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: That's\n\nChannel 1: I don't understand\n\nChannel 0: that's\n\nChannel 1: it anyway.\n\nChannel 0: okay. It's there if you ever change your mind. And any questions, you can always call me. But, no, otherwise, that's that's okay. And have a look for your spam as well because it has been sent on my end, but it should be in your inbox when you hang up the phone.\n\nBut, yeah, have a little look at the spam folder as well because sometimes it does end up there.\n\nChannel 1: Veronica Glover. There it is there.\n\nChannel 0: Yeah. That's\n\nChannel 1: It's yeah. I\n\nChannel 0: there\n\nChannel 1: checked\n\nChannel 0: there it is.\n\nChannel 1: it.\n\nChannel 0: Do you want me to stay on the phone while you sign it if you're happy to do so in case there's any issue?\n\nChannel 1: Yeah. I can.\n\nChannel 0: Yeah.\n\nChannel 1: I've\n\nChannel 0: Yep.\n\nChannel 1: just opened it. Signature request, go through financial statement of advice. Right. So your signature\n\nChannel 0: Yep.\n\nChannel 1: is where do I go from here?\n\nChannel 0: I'm sorry. When you usually\n\nChannel 1: Oh, sign\n\nChannel 0: are\n\nChannel 1: document.\n\nChannel 0: yes.\n\nChannel 1: One. Click to start. Text. That's just where I sign there. It says\n\nChannel 0: Yep.\n\nChannel 1: text. Yes.\n\nChannel 0: You can just put an a because where the text is, it's if you needed if you wanted to change anything.\n\nChannel 1: Okay. Please it says please sign below. It's got a big red text box.\n\nChannel 0: Yep. Yes. If you could draw your name.\n\nChannel 1: It keeps moving my screen. Hang\n\nChannel 0: That's okay.\n\nChannel 1: on. Oh, man. It's loading right now. Come on. No.\n\nIt's moving my screen.\n\nChannel 0: That's okay. Take your time.\n\nChannel 1: So is that what I feel?\n\nChannel 0: It sometimes works. Sometimes they ask you to draw it. But if it if it allows you to order fill, that's okay.\n\nChannel 1: It says contact, passwords, credit cards.\n\nChannel 0: No.\n\nChannel 1: No. That's\n\nChannel 0: No.\n\nChannel 1: not\n\nChannel 0: You\n\nChannel 1: gonna\n\nChannel 0: shouldn't\n\nChannel 1: work.\n\nChannel 0: have to do it. Yeah. Even if you do a little bit of a, like, a little bit of a scribble.\n\nChannel 1: I can't. It won't let me do that. Every time I go to write do it on the screen, it's moving the screen.\n\nChannel 0: Okay.\n\nChannel 1: Let me take the signature side. Oh, something's automatically came up.\n\nChannel 0: There you go.\n\nChannel 1: Okay. I don't know\n\nChannel 0: Sounds\n\nChannel 1: why.\n\nChannel 0: good.\n\nChannel 1: Done it in cursive, but whatever. I'll\n\nChannel 0: Yep.\n\nChannel 1: just go\n\nChannel 0: Yep. Yep.\n\nChannel 1: sign all. And yeah. It won't let me write anything in the text section. No.\n\nChannel 0: Nope. That's okay. Yep. Unless there was anything you you wanted to change or anything. Nah.\n\nNah. Perfect.\n\nChannel 1: No. Must've got fill in. What's fill in? I don't know what fill in is. I'll hit next.\n\nAnd\n\nChannel 0: Yep.\n\nChannel 1: it's saying fill in. Why is it saying fill in?\n\nChannel 0: Can you click on anything if it says\n\nChannel 1: Would\n\nChannel 0: fill\n\nChannel 1: it be\n\nChannel 0: in?\n\nChannel 1: the might be the date and the month.\n\nChannel 0: Yeah.\n\nChannel 1: 04/22/2026. Done that.\n\nChannel 0: Yes.\n\nChannel 1: Next. Why is it doing it? When I tap the text box, it's coming up with a big blue line on the left, but it's not letting me do anything.\n\nChannel 0: Can you type any like, a letter or anything?\n\nChannel 1: Yes. I did.\n\nChannel 0: Okay. Even maybe here put that n a or just a full stop, because sometimes it won't let you go further without putting anything in.\n\nChannel 1: No. I'm doing it's loading now. I put NA.\n\nChannel 0: Yep. Perfect.\n\nChannel 1: It's loading, doing something.\n\nChannel 0: That's good. Sometimes it loads a little bit, and then it should say, like, finished or complete or ready for download.\n\nChannel 1: Yeah.\n\nChannel 0: And\n\nChannel 1: It\n\nChannel 0: if\n\nChannel 1: says\n\nChannel 0: it says that,\n\nChannel 1: that you will get the signed document by email. So it said download.\n\nChannel 0: if you want to, it's up to you because I'll get a copy sent to me automatically when it comes through. And the download, if you if you would like to download a copy for your records. Yeah. But I always have a copy on file as well if you ever wanted. And I can see here, Maia, that has come through okay.\n\nSo that is perfect. That worked okay. I will get the team to authorize this request now for you.\n\nChannel 1: Yep.\n\nChannel 0: And like I said, I'll get Caden and Larissa to kind of work and help you through the claim. They will let me know how everything is going. And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call. But, otherwise, I will let you go and get ready for your shift. And, hopefully, I didn't put you back too much in time.\n\nChannel 1: No worries. I'm\n\nChannel 0: Oh, yeah.\n\nChannel 1: back for tomorrow night. I've only gotta go across the WA border and back with the truck. So\n\nChannel 0: Okay.\n\nChannel 1: if Friday works Friday's\n\nChannel 0: Yep.\n\nChannel 1: normally best day to catch me. So if they\n\nChannel 0: Okay.\n\nChannel 1: wanna catch me Friday, it might\n\nChannel 0: Yep. Caden\n\nChannel 1: be the best day to get things rolling on that end for that claim.\n\nChannel 0: yeah. Perfect. I will let him know because Caden will be in the office on Friday. So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on\n\nChannel 1: Yep.\n\nChannel 0: Friday.\n\nChannel 1: Yeah. Perfect.\n\nChannel 0: Yeah. Okay. Perfect. Well, thank you so much, David, and I look forward to speaking with you soon again.\n\nChannel 1: Thank you so much for your help, Veronica. I appreciate it.\n\nChannel 0: No problem at all. You have a good afternoon.\n\nChannel 1: Okay. You too. K.\n\nChannel 0: Thanks. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.79999995,"end":1.3,"sentiment":"neutral","sentiment_score":0.056252963840961456}],"sentiment":"neutral","sentiment_score":0.056252963840961456,"channel":1,"num_words":1,"start":0.79999995,"end":1.3},{"sentences":[{"text":"Good afternoon, missus Davis.","start":2.08,"end":3.62,"sentiment":"positive","sentiment_score":0.41542142629623413}],"sentiment":"positive","sentiment_score":0.41542142629623413,"channel":0,"num_words":4,"start":2.08,"end":3.62},{"sentences":[{"text":"Yes.","start":4.08,"end":4.24,"sentiment":"neutral","sentiment_score":0.2797292470932007},{"text":"It is.","start":4.24,"end":4.98,"sentiment":"neutral","sentiment_score":0.22583375871181488}],"sentiment":"neutral","sentiment_score":0.24379892150561014,"channel":1,"num_words":3,"start":4.08,"end":4.98},{"sentences":[{"text":"This is Veronica from OQ 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take?","start":20.404999,"end":22.345,"sentiment":"neutral","sentiment_score":-0.03006953909061849},{"text":"Roughly.","start":22.564999,"end":23.064999,"sentiment":"neutral","sentiment_score":-0.02388167940080166}],"sentiment":"neutral","sentiment_score":-0.025659744255244733,"channel":1,"num_words":10,"start":20.165,"end":23.064999},{"sentences":[{"text":"I can try to make it quick for you, but maybe, like, twenty 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said, as long as it's I'm I'll just as long as my thing is working in the right direction, that's the main thing.","start":47.215,"end":52.32,"sentiment":"neutral","sentiment_score":0.20580083007613817}],"sentiment":"neutral","sentiment_score":0.20580083007613817,"channel":1,"num_words":24,"start":47.215,"end":52.32},{"sentences":[{"text":"Yes.","start":52.8,"end":53.2,"sentiment":"neutral","sentiment_score":0.1913461834192276},{"text":"Now I will make it quick for you there, David.","start":53.2,"end":55.38,"sentiment":"neutral","sentiment_score":0.21858198344707488}],"sentiment":"neutral","sentiment_score":0.2161060016263615,"channel":0,"num_words":11,"start":52.8,"end":55.38},{"sentences":[{"text":"Okay.","start":55.92,"end":56.42,"sentiment":"neutral","sentiment_score":0.08391541242599487}],"sentiment":"neutral","sentiment_score":0.08391541242599487,"channel":1,"num_words":1,"start":55.92,"end":56.42},{"sentences":[{"text":"Now just before if if you do have to go, though, just just 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with a document, David, but I understand if you don't really have time to look at it right now.","start":95.105,"end":100.545006,"sentiment":"neutral","sentiment_score":0.008932692356980763},{"text":"So I will just kind of run through the most important section.","start":100.545006,"end":103.845,"sentiment":"neutral","sentiment_score":0.0815601156403621}],"sentiment":"neutral","sentiment_score":0.09540417830905189,"channel":0,"num_words":46,"start":91.079994,"end":103.845},{"sentences":[{"text":"And then when you have a little bit more time, have a read through it.","start":104.145004,"end":107.265,"sentiment":"neutral","sentiment_score":0.04848136378762623},{"text":"And if you don't have any questions, you can let me know.","start":107.265,"end":109.55,"sentiment":"neutral","sentiment_score":0.051212738268077374},{"text":"Is that okay?","start":109.55,"end":110.37,"sentiment":"neutral","sentiment_score":0.08829020460446675}],"sentiment":"neutral","sentiment_score":0.05355479766149074,"channel":0,"num_words":30,"start":104.145004,"end":110.37},{"sentences":[{"text":"Yes.","start":110.850006,"end":111.170006,"sentiment":"neutral","sentiment_score":0.2023722678422928},{"text":"Fine.","start":111.170006,"end":111.670006,"sentiment":"positive","sentiment_score":0.3343113362789154}],"sentiment":"neutral","sentiment_score":0.2683418020606041,"channel":1,"num_words":2,"start":110.850006,"end":111.670006},{"sentences":[{"text":"Yep.","start":111.71,"end":112.11,"sentiment":"positive","sentiment_score":0.3798488974571228},{"text":"Perfect.","start":112.11,"end":112.61,"sentiment":"positive","sentiment_score":0.675827145576477},{"text":"Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more.","start":113.71,"end":124.665,"sentiment":"neutral","sentiment_score":0.13859718067473487}],"sentiment":"neutral","sentiment_score":0.15805922271683812,"channel":0,"num_words":40,"start":111.71,"end":124.665},{"sentences":[{"text":"Yep.","start":125.085,"end":125.585,"sentiment":"neutral","sentiment_score":0.08803750574588776}],"sentiment":"neutral","sentiment_score":0.08803750574588776,"channel":1,"num_words":1,"start":125.085,"end":125.585},{"sentences":[{"text":"Yeah.","start":125.765,"end":126.165,"sentiment":"neutral","sentiment_score":0.11672848463058472},{"text":"So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago.","start":126.165,"end":135.545,"sentiment":"neutral","sentiment_score":0.12287605528173776},{"text":"And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the 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you is I have confirmed with them that we can actually initiate a backdated IP claim.","start":154.865,"end":164.485,"sentiment":"neutral","sentiment_score":0.22113361567258835},{"text":"So we can assist you with it if you're happy with that.","start":165.2,"end":168.81999,"sentiment":"positive","sentiment_score":0.36750200390815735},{"text":"So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is 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know","start":250.53,"end":250.93001,"sentiment":"neutral","sentiment_score":-0.03812739625573158}],"sentiment":"neutral","sentiment_score":-0.015042356984770817,"channel":0,"num_words":23,"start":243.255,"end":250.93001},{"sentences":[{"text":"Okay.","start":250.84999,"end":251.34999,"sentiment":"neutral","sentiment_score":0.028702810406684875}],"sentiment":"neutral","sentiment_score":0.028702810406684875,"channel":1,"num_words":1,"start":250.84999,"end":251.34999},{"sentences":[{"text":"you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand.","start":250.93001,"end":257.27,"sentiment":"neutral","sentiment_score":-0.052365538162680775},{"text":"But given that we can look at potentially claiming some for you back then, it is still worth having.","start":258.13,"end":265.81497,"sentiment":"neutral","sentiment_score":0.16663204172724172},{"text":"So I have recommended, for the time being anyway, that we keep your 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us.","start":322.825,"end":325.065,"sentiment":"neutral","sentiment_score":-0.048841470054217746},{"text":"Okay?","start":325.065,"end":325.565,"sentiment":"neutral","sentiment_score":0.0023236703127622604}],"sentiment":"neutral","sentiment_score":-0.07175334763120521,"channel":0,"num_words":11,"start":320.665,"end":325.565},{"sentences":[{"text":"Yep.","start":326.15002,"end":326.63,"sentiment":"neutral","sentiment_score":0.044786423444747925},{"text":"No worries.","start":326.63,"end":327.27002,"sentiment":"neutral","sentiment_score":0.08473774790763855}],"sentiment":"neutral","sentiment_score":0.07142063975334167,"channel":1,"num_words":3,"start":326.15002,"end":327.27002},{"sentences":[{"text":"Yeah.","start":326.98502,"end":327.48502,"sentiment":"neutral","sentiment_score":0.2575418949127197}],"sentiment":"neutral","sentiment_score":0.2575418949127197,"channel":0,"num_words":1,"start":326.98502,"end":327.48502},{"sentences":[{"text":"Thank 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call.","start":1354.3151,"end":1359.435,"sentiment":"neutral","sentiment_score":0.19090231969243004},{"text":"But, otherwise, I will let you go and get ready for your shift.","start":1359.435,"end":1363.275,"sentiment":"neutral","sentiment_score":0.17619766581517},{"text":"And, hopefully, I didn't put you back too much in time.","start":1363.275,"end":1366.5751,"sentiment":"neutral","sentiment_score":0.015271516008810564}],"sentiment":"neutral","sentiment_score":0.2151590088663036,"channel":0,"num_words":73,"start":1346.99,"end":1366.5751},{"sentences":[{"text":"No worries.","start":1367.3049,"end":1368.0449,"sentiment":"neutral","sentiment_score":0.06135301664471626},{"text":"I'm","start":1368.505,"end":1368.825,"sentiment":"neutral","sentiment_score":0.0248328261077404}],"sentiment":"neutral","sentiment_score":0.04917961979905764,"channel":1,"num_words":3,"start":1367.3049,"end":1368.825},{"sentences":[{"text":"Oh, yeah.","start":1368.52,"end":1369.1001,"sentiment":"neutral","sentiment_score":0.026546217501163483}],"sentiment":"neutral","sentiment_score":0.026546217501163483,"channel":0,"num_words":2,"start":1368.52,"end":1369.1001},{"sentences":[{"text":"back for tomorrow night.","start":1368.825,"end":1371.705,"sentiment":"neutral","sentiment_score":0.020446740090847015},{"text":"I've only gotta go across the WA border and back with the truck.","start":1371.705,"end":1374.6649,"sentiment":"neutral","sentiment_score":0.04245512746274471},{"text":"So","start":1374.6649,"end":1375.08,"sentiment":"neutral","sentiment_score":0.05609112232923508}],"sentiment":"neutral","sentiment_score":0.03832192998379469,"channel":1,"num_words":18,"start":1368.825,"end":1375.08},{"sentences":[{"text":"Okay.","start":1375.64,"end":1376.14,"sentiment":"neutral","sentiment_score":0.05691011622548103}],"sentiment":"neutral","sentiment_score":0.05691011622548103,"channel":0,"num_words":1,"start":1375.64,"end":1376.14},{"sentences":[{"text":"if Friday works Friday's","start":1376.6,"end":1378.9199,"sentiment":"neutral","sentiment_score":0.049454222433269024}],"sentiment":"neutral","sentiment_score":0.049454222433269024,"channel":1,"num_words":4,"start":1376.6,"end":1378.9199},{"sentences":[{"text":"Yep.","start":1378.6001,"end":1379.1001,"sentiment":"neutral","sentiment_score":0.05578404664993286}],"sentiment":"neutral","sentiment_score":0.05578404664993286,"channel":0,"num_words":1,"start":1378.6001,"end":1379.1001},{"sentences":[{"text":"normally best day to catch me.","start":1378.9199,"end":1380.5199,"sentiment":"neutral","sentiment_score":0.06784484411279361},{"text":"So if they","start":1380.5199,"end":1381.08,"sentiment":"neutral","sentiment_score":0.04099799568454424}],"sentiment":"neutral","sentiment_score":0.05889589463671049,"channel":1,"num_words":9,"start":1378.9199,"end":1381.08},{"sentences":[{"text":"Okay.","start":1381.0449,"end":1381.5449,"sentiment":"neutral","sentiment_score":0.06547281891107559}],"sentiment":"neutral","sentiment_score":0.06547281891107559,"channel":0,"num_words":1,"start":1381.0449,"end":1381.5449},{"sentences":[{"text":"wanna catch me Friday, it might","start":1381.08,"end":1385.1599,"sentiment":"neutral","sentiment_score":0.07831412305434544}],"sentiment":"neutral","sentiment_score":0.07831412305434544,"channel":1,"num_words":6,"start":1381.08,"end":1385.1599},{"sentences":[{"text":"Yep.","start":1384.965,"end":1385.125,"sentiment":"neutral","sentiment_score":0.10684871673583984},{"text":"Caden","start":1385.125,"end":1385.625,"sentiment":"neutral","sentiment_score":0.1828794777393341}],"sentiment":"neutral","sentiment_score":0.14486409723758698,"channel":0,"num_words":2,"start":1384.965,"end":1385.625},{"sentences":[{"text":"be the best day to get things rolling on that end for that claim.","start":1385.1599,"end":1388.2999,"sentiment":"neutral","sentiment_score":0.22379824412720545}],"sentiment":"neutral","sentiment_score":0.22379824412720545,"channel":1,"num_words":14,"start":1385.1599,"end":1388.2999},{"sentences":[{"text":"yeah.","start":1388.6449,"end":1388.965,"sentiment":"neutral","sentiment_score":0.26345863938331604},{"text":"Perfect.","start":1388.965,"end":1389.365,"sentiment":"positive","sentiment_score":0.4968077540397644},{"text":"I will let him know because Caden will be in the office on Friday.","start":1389.365,"end":1393.465,"sentiment":"neutral","sentiment_score":0.26833768082516535},{"text":"So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on","start":1394.1,"end":1400.5,"sentiment":"neutral","sentiment_score":0.22709499512399947}],"sentiment":"neutral","sentiment_score":0.24717394973744045,"channel":0,"num_words":44,"start":1388.6449,"end":1400.5},{"sentences":[{"text":"Yep.","start":1400.365,"end":1400.865,"sentiment":"neutral","sentiment_score":0.13270148634910583}],"sentiment":"neutral","sentiment_score":0.13270148634910583,"channel":1,"num_words":1,"start":1400.365,"end":1400.865},{"sentences":[{"text":"Friday.","start":1400.5,"end":1401.0,"sentiment":"neutral","sentiment_score":0.13763031363487244}],"sentiment":"neutral","sentiment_score":0.13763031363487244,"channel":0,"num_words":1,"start":1400.5,"end":1401.0},{"sentences":[{"text":"Yeah.","start":1401.405,"end":1401.805,"sentiment":"neutral","sentiment_score":0.2702777683734894},{"text":"Perfect.","start":1401.805,"end":1402.305,"sentiment":"positive","sentiment_score":0.5653296113014221}],"sentiment":"positive","sentiment_score":0.41780368983745575,"channel":1,"num_words":2,"start":1401.405,"end":1402.305},{"sentences":[{"text":"Yeah.","start":1402.34,"end":1402.84,"sentiment":"positive","sentiment_score":0.35599285364151},{"text":"Okay.","start":1402.9,"end":1403.2999,"sentiment":"positive","sentiment_score":0.3756733536720276},{"text":"Perfect.","start":1403.2999,"end":1403.78,"sentiment":"positive","sentiment_score":0.6120213270187378},{"text":"Well, thank you so much, David, and I look forward to speaking with you soon again.","start":1403.78,"end":1407.225,"sentiment":"positive","sentiment_score":0.8139418885111809}],"sentiment":"positive","sentiment_score":0.7561451447637457,"channel":0,"num_words":19,"start":1402.34,"end":1407.225},{"sentences":[{"text":"Thank you so much for your help, Veronica.","start":1407.97,"end":1409.73,"sentiment":"positive","sentiment_score":0.8536096289753914},{"text":"I appreciate it.","start":1409.73,"end":1410.71,"sentiment":"positive","sentiment_score":0.8451382517814636}],"sentiment":"positive","sentiment_score":0.8512992533770475,"channel":1,"num_words":11,"start":1407.97,"end":1410.71},{"sentences":[{"text":"No problem at all.","start":1410.825,"end":1412.105,"sentiment":"positive","sentiment_score":0.7048853784799576},{"text":"You have a good afternoon.","start":1412.105,"end":1413.245,"sentiment":"positive","sentiment_score":0.7308636903762817}],"sentiment":"positive","sentiment_score":0.7193177739779154,"channel":0,"num_words":9,"start":1410.825,"end":1413.245},{"sentences":[{"text":"Okay.","start":1413.73,"end":1414.05,"sentiment":"positive","sentiment_score":0.45257568359375},{"text":"You too.","start":1414.05,"end":1414.647,"sentiment":"positive","sentiment_score":0.3785074055194855},{"text":"K.","start":1414.807,"end":1415.307,"sentiment":"neutral","sentiment_score":0.1334422528743744}],"sentiment":"positive","sentiment_score":0.33575818687677383,"channel":1,"num_words":4,"start":1413.73,"end":1415.307},{"sentences":[{"text":"Thanks.","start":1414.985,"end":1415.485,"sentiment":"positive","sentiment_score":0.5527412295341492},{"text":"Bye.","start":1415.865,"end":1416.365,"sentiment":"neutral","sentiment_score":0.30771002173423767}],"sentiment":"positive","sentiment_score":0.4302256256341934,"channel":0,"num_words":2,"start":1414.985,"end":1416.365},{"sentences":[{"text":"Bye.","start":1418.887,"end":1419.1919,"sentiment":"neutral","sentiment_score":-0.11624014377593994}],"sentiment":"neutral","sentiment_score":-0.11624014377593994,"channel":1,"num_words":1,"start":1418.887,"end":1419.1919}]},"summary":{"result":"success","short":"Representatives from OQ Financial offer assistance with backdated IP claims for income protection and recommend keeping customers in insurance companies if needed. The company is repositioning their investment portfolio to be more diversified and resilient, with a focus on reducing risk and moving away from complex and volatile investments. The customer is advised to read through and sign documents for ease of access, and the agent assures them that they will help with claims and claims. The team will help the customer with claims and provide extra money if needed."},"intents":{"segments":[{"text":"I've just got over your strategy recommendations after I did some research for you. Is now still a good time? Yeah.","start_word":32,"end_word":52,"intents":[{"intent":"Book strategy recommendations","confidence_score":0.05811697}]},{"text":"And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please. Yep.","start_word":242,"end_word":263,"intents":[{"intent":"Confirm person and date of birth","confidence_score":0.0013584925}]},{"text":"And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please. Yep. David Lee Hennig. Birthday, 06/10/1974. Yep. Yep. And the address, was it? Yes, please.","start_word":242,"end_word":277,"intents":[{"intent":"Verify address","confidence_score":0.008729253}]},{"text":"Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now. So I will just kind of run through the most important section. And then when you have a little bit more time, have a read through it.","start_word":294,"end_word":346,"intents":[{"intent":"Take time to read document","confidence_score":0.00003618938}]},{"text":"Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more. Yep. Yeah.","start_word":366,"end_word":405,"intents":[{"intent":"Discuss investments","confidence_score":0.048896894}]},{"text":"So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago. And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time. Yeah.","start_word":406,"end_word":480,"intents":[{"intent":"Confirm and assist with claims","confidence_score":0.025658421}]},{"text":"So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help. They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself. We will help you through the process to try to get a little bit of that money that you could have potentially got back then. So a little bit Okay.","start_word":571,"end_word":650,"intents":[{"intent":"Pass claims","confidence_score":0.05686684},{"intent":"Help with claims pack","confidence_score":0.0704095}]},{"text":"I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully Yeah.","start_word":717,"end_word":741,"intents":[{"intent":"Assist with insurance claim process","confidence_score":0.0018199359}]},{"text":"Now what I have also recommended is to do a bit of a change with your investment. So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well. So I have made a recommendation on changing some of your investment. Now Uh-huh.","start_word":1217,"end_word":1286,"intents":[{"intent":"Discuss portfolio modifications","confidence_score":0.000022134933}]},{"text":"when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23. Okay.","start_word":1476,"end_word":1498,"intents":[{"intent":"Analyze investments","confidence_score":0.116562426}]},{"text":"The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it.","start_word":1851,"end_word":1877,"intents":[{"intent":"Explain soa procedure","confidence_score":0.00027786437}]},{"text":"So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you.","start_word":2252,"end_word":2292,"intents":[{"intent":"Recommend changes","confidence_score":0.05963597}]},{"text":"I will just need you to sign the document. Yep.","start_word":2307,"end_word":2316,"intents":[{"intent":"Mention signing","confidence_score":0.00012683276}]},{"text":"If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up.","start_word":2336,"end_word":2368,"intents":[{"intent":"Give callback","confidence_score":0.007833827},{"intent":"Offer assistance","confidence_score":0.06567265}]},{"text":"There's also a bit of a text box in the document. So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want.","start_word":2369,"end_word":2408,"intents":[{"intent":"Use text box","confidence_score":0.001096101}]},{"text":"So Yeah.","start_word":2480,"end_word":2481,"intents":[{"intent":"Introduce self","confidence_score":0.0017179073}]},{"text":"I'm gonna lie to you. I probably won't read that document. I'm just gonna take the word for it because that's just That I don't that's I don't okay. follow it anyway. So That's I'll probably as long just as sign it anyway. yep.","start_word":2482,"end_word":2525,"intents":[{"intent":"Give clarification","confidence_score":0.00010994348},{"intent":"Suggest action","confidence_score":0.00047030803}]},{"text":"So it's just a matter of signing and everything else I need to issue or whatever is all marked, isn't it? Yes. Exactly.","start_word":2528,"end_word":2550,"intents":[{"intent":"Confirm approval","confidence_score":0.0027051757}]},{"text":"So there should just be, like, a couple of signatures. It is all it will take you automatically there through Yep. to make it nice and easy. It's all digital as well, prefilled for you. It just asks you to draw a signature, and you have access to this document as well.","start_word":2551,"end_word":2602,"intents":[{"intent":"Provide instructions","confidence_score":0.054252233},{"intent":"Provide instructions","confidence_score":0.038372997}]},{"text":"So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated. But, roughly, your income protection is about 2,500, but there's also tax on it. There is tax on it. Yes.","start_word":2766,"end_word":2810,"intents":[{"intent":"Clarify benefits and deductions","confidence_score":0.00024782532}]},{"text":"Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you Cool.","start_word":2985,"end_word":3016,"intents":[{"intent":"Assist with form","confidence_score":0.5639445}]},{"text":"And, yeah, if there's any other problems, please let me know and Yes. I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. Yeah.","start_word":3157,"end_word":3194,"intents":[{"intent":"Report issues with forms","confidence_score":0.0015534012}]},{"text":"And, yeah, if there's any other problems, please let me know and Yes. I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. Yeah. And That's I don't understand that's it anyway. okay.","start_word":3157,"end_word":3203,"intents":[{"intent":"Ask for clarification","confidence_score":0.00045614503}]},{"text":"I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. Yeah.","start_word":3170,"end_word":3194,"intents":[{"intent":"Identify and rectify forms","confidence_score":0.000062866864}]},{"text":"Signature request, go through financial statement of advice. Right.","start_word":3326,"end_word":3334,"intents":[{"intent":"Request signature","confidence_score":0.671243}]},{"text":"Click to start. Text. That's just where I sign there. It says Yep. text. Yes. You can just put an a because where the text is, it's if you needed if you wanted to change anything. Okay.","start_word":3356,"end_word":3392,"intents":[{"intent":"Use a button","confidence_score":0.0060457853},{"intent":"Use a button for changes","confidence_score":0.011224256}]},{"text":"You can just put an a because where the text is, it's if you needed if you wanted to change anything. Okay.","start_word":3371,"end_word":3392,"intents":[{"intent":"Use text for changes","confidence_score":0.0013263047}]},{"text":"It's got a big red text box. Yep. Yes.","start_word":3399,"end_word":3407,"intents":[{"intent":"Use red text box","confidence_score":0.11537842}]},{"text":"Sometimes they ask you to draw it. But if it if it allows you to order fill, that's okay. It says contact, passwords, credit cards. No. No.","start_word":3450,"end_word":3476,"intents":[{"intent":"Use a feature","confidence_score":0.0027940325},{"intent":"Use a function","confidence_score":0.02594077}]},{"text":"Must've got fill in. What's fill in?","start_word":3596,"end_word":3602,"intents":[{"intent":"Use sign to fill in","confidence_score":0.000049808255}]},{"text":"And like I said, I'll get Caden and Larissa to kind of work and help you through the claim. They will let me know how everything is going. And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call. But, otherwise, I will let you go and get ready for your shift. And, hopefully, I didn't put you back too much in time.","start_word":3858,"end_word":3930,"intents":[{"intent":"Request support","confidence_score":0.009531626}]}]},"sentiments":{"segments":[{"text":"Hello?","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.056252963840961456},{"text":"Good afternoon, missus Davis.","start_word":1,"end_word":4,"sentiment":"positive","sentiment_score":0.4031411707401275},{"text":"Yes. It is. This is Veronica from OQ Financial. How are you?","start_word":5,"end_word":16,"sentiment":"neutral","sentiment_score":0.23010607063770297},{"text":"I'm okay. Thank you. How are you? I'm good. Thanks. I had you booked in. I've just got over your strategy recommendations after I did some research for you.","start_word":17,"end_word":45,"sentiment":"positive","sentiment_score":0.4277666211128235},{"text":"Is now still a good time? Yeah. How long does how long will this take? Roughly. I can try to make it quick for you, but maybe, like, twenty minutes. Okay. Do Yeah. you Because I've how gotta how much go time do you have? yeah. Works called me in. So it's That's okay. okay. Are you when do you have to go? How much time? I can try to make it as quickly as I can for you because there's not too We many can try changes. and make it pretty quick. Yeah. Yep. Like Okay. I said, as long as it's I'm I'll just as long as my thing is working in the right direction, that's the main thing. Yes. Now I will make it quick for you there, David. Okay. Now just before if if you do have to go, though, just just interrupt me and let me know, but I'll try and make it as quick as I can for you. Okay. Cool. Now before I go any further, I just need to let you know that our calls are being recorded for quality and coaching purposes, if that's okay. Yep. Perfect. And just to confirm I am speaking with the right person, just your full name, date of birth, and address, please. Yep. David Lee Hennig. Birthday, 06/10/1974. Yep. Yep. And the address, was it? Yes, please. Yep. 70 Daniel Avenue, Globe Derby Park, Australia. Yep.","start_word":46,"end_word":286,"sentiment":"neutral","sentiment_score":0.0690222904086113},{"text":"Perfect. That's exactly what I have here.","start_word":287,"end_word":293,"sentiment":"positive","sentiment_score":0.4403728246688843},{"text":"Now I have sent you an email with a document, David, but I understand if you don't really have time to look at it right now. So I will just kind of run through the most important section. And then when you have a little bit more time, have a read through it. And if you don't have any questions, you can let me know. Is that okay? Yes.","start_word":294,"end_word":362,"sentiment":"neutral","sentiment_score":0.04276918349922567},{"text":"Fine. Yep. Perfect.","start_word":363,"end_word":365,"sentiment":"positive","sentiment_score":0.4514033794403076},{"text":"Now, David, do you remember the last conversation we had kind of in regards to reviewing your investments in your super and then also for me to look into that host plus for you a little bit more. Yep. Yeah. So I have actually got in touch with, Host Plus specifically in regards to that, income protection claim that you tried to do with them about three years ago. And they have actually come back to me, and they they did confirm that it is not a requirement to use sick leave annual leave or savings, which I thought was was good, but, obviously, not good that they told you that at the time. Yeah. So, Right. yeah, so what I what we can do for you is I have confirmed with them that we can actually initiate a backdated IP claim.","start_word":366,"end_word":507,"sentiment":"neutral","sentiment_score":0.1003153994679451},{"text":"So we can assist you with it if you're happy with that.","start_word":508,"end_word":519,"sentiment":"positive","sentiment_score":0.351670503616333},{"text":"So if you were off work for about three months at a time and you do have a sixty day waiting period, it means that we can potentially give give you a month worth of income protection from when you were off work back then, which is good. Okay. Yeah. Yeah. So after the call today, I will kind of pass the the claims over to our claims team, and they will kind of help. They've already requested a claims pack, so we will help you with that for host plus, so you don't have to talk to host plus yourself. We will help you through the process to try to get a little bit of that money that you could have potentially got back then. So a little bit Okay. of extra Yeah. might be It good. doesn't yeah. It doesn't cost me anything, does it? No. No. It's all part of the ongoing service, and that's why what we're here to help you do. So no. No additional charges to Okay. do that for you. Yeah. So if you hear from my my team, it'll be Caden and Larissa, not today, because you're busy.","start_word":520,"end_word":715,"sentiment":"neutral","sentiment_score":0.1920381486415863},{"text":"I will let them know that we will have a look at getting getting some of that money for you, hopefully, which will hopefully Yeah. be nice.","start_word":716,"end_word":742,"sentiment":"positive","sentiment_score":0.4318355321884155},{"text":"Yeah. You handy right now? Exactly. So what I have recommended, obviously, because of that is I don't wanna cancel any of your host bus insurance. I know Okay. you said you were a bit umming and ahing whether it was worth having them because you did have a bit of issues, which I understand. But given that we can look at potentially claiming some for you back then, it is still worth having. So I have recommended, for the time being anyway, that we keep your cover. Protection yet. Yeah.","start_word":743,"end_word":833,"sentiment":"neutral","sentiment_score":0.06338793784379959},{"text":"So we keep your life, keep income protection for now, especially if we can kinda get that claim for you. And you already have it in place, and it it's not too bad. It's about 1,543 a year, and that gives you the income protection and then life and pay pay day of about 2,230 thousand dollars as well.","start_word":834,"end_word":892,"sentiment":"positive","sentiment_score":0.462968647480011},{"text":"Now if anything ever were to happen to you where you need to make a claim in the future as well, but not just this backdated, you just give me a call or give us a call, and then we will help you through the process. Because sometimes Okay. it can be a bit more tricky trying to go through through them, especially if they're telling you things whereas we can push a bit more and and try to do that for you. Hopefully, No. nothing nothing happens. But but if so, just call us. Okay? Yep. No worries. Yeah.","start_word":893,"end_word":992,"sentiment":"neutral","sentiment_score":0.0004587760486174375},{"text":"Thank you. Perfect.","start_word":993,"end_word":995,"sentiment":"positive","sentiment_score":0.5116445422172546},{"text":"The other kind of recommendation I have made is because we wanna make sure we keep you in the fund that is going to do the the give you the most amount of growth. And looking at the investment, that is hub twenty four. So I have recommended that we do a partial rollover from host plus into hub twenty four to make sure we have the money where it's going to grow the most, but we still keep about 10,000 in host plus to make sure we keep your insurances active. Does that make sense? Yeah. I'm all hospital's Yes. already in. We have 24. Yes. So you currently have hub twenty four and host plus. Yep. And at the moment, because you have contributions in host plus, which is correct, we want it that way because of the insurances, the balance obviously increases. So at the moment, you have about 34,000 in host plus. So Okay. we, yeah, we would just wanna roll a little bit of money from host plus into hub twenty four so you have more in hub twenty four to give you more growth. Does that make sense? Yeah. So we will help you through through through this as well with all the forms so you don't have to Yep. worry about it. Okay. Cool. Now what I have also recommended is to do a bit of a change with your investment. So I did have a look at your investment in the portfolio and also kind of considered the property aspects because I know you were quite keen on having some property consideration if appropriate into your portfolio as well. So I have made a recommendation on changing some of your investment. Now Uh-huh. your current portfolio so this might make a bit more sense when you have a look at the documents. That is page 16. So your current portfolio has performed over the last five years on a rolling basis. So so eight share on average about 8.07%. Okay? Uh-huh.","start_word":996,"end_word":1334,"sentiment":"neutral","sentiment_score":0.17220719505903642},{"text":"Now the new recommended portfolio has done 10.99%. So it's about 3.92% better than your your old current portfolio, which is good. And addition to it, it's also a little bit cheaper. So the way that I have changed some Yep. of your investments, it is reducing your your fee a little bit. So it's actually saving you about $341 a year in fees alone. So that's Okay. pretty good. Yeah. So, basically, making a couple of changes reduces the fees, but also improve the returns for you.","start_word":1335,"end_word":1422,"sentiment":"positive","sentiment_score":0.5377582907676697},{"text":"And especially when we are looking so I've also done a a bit more of an extended comparison of the portfolios using a twelve month, three years, five years, and ten year time frame to show you.","start_word":1423,"end_word":1459,"sentiment":"neutral","sentiment_score":0.3154168725013733},{"text":"And across all time frames, the recommended portfolio has outperformed your current one.","start_word":1460,"end_word":1472,"sentiment":"positive","sentiment_score":0.5080344080924988},{"text":"Even Okay. when I look at twelve months, so twelve months, your current one has done about 6.02, whereas the recommended is about 10.23. Okay.","start_word":1473,"end_word":1497,"sentiment":"neutral","sentiment_score":-0.013479022979736329},{"text":"So Yep. it has performed a little bit better, and it's a little bit cheaper, which is nice.","start_word":1498,"end_word":1515,"sentiment":"positive","sentiment_score":0.5924497842788696},{"text":"Yep. Now when it comes to how the investments are changing, that is outlined on page 19 when you have a moment. So when you do look at it, you will see a list of all your investments. It will also also show you a a buy and sell column. Now everything that is highlighted in red is what we are selling, and black is what we are buying to make it easy for you. But Okay. to give you a bit of an overview, is that the portfolio itself, what we are doing is kind of moving away a little bit from a bit more of a complex and a little bit a higher risk mix of investment into a bit more structured and diversified strategy. Now we've Yep. also kind of reduced some of your kind of specific investments and things that you had, like, you know, some technology and some lithium and stuff like that as well. So they can perform well at times, but they can also be a little bit more kind of volatile and less predictable. So we've Yeah. kind of repositioned the portfolio a little bit and focusing more in investing in your broad diversified market. So we have a bit in US. We also have about 20% in Australia. We also make sure that we have more diversification. So we have about 4% in Japan. We also have 7% in Europe. And then we have another investment that's called Vanguard or World, but this one excludes The US. So invest in companies all around the world, but it excludes The US because you already have that exposure in another investment. So we don't wanna Okay. double up on one market either. Does that kind Yep. of make sense? Yeah. I'll take your word for it and trust you because this is not my my I can't get my head Area. around all of this. Yeah. And and that is okay, and that's what we're here for. The the SOA is quite long, but it is to make sure that you have the option to read through everything and make sure you understand it. But at the end of the day, I do completely understand that it can get quite technical when it comes to the investment. Yep. And, basically, I guess, to make it short, there's not massive changes. We are just changing some investments that have haven't performed as well to some other ones, but making sure we keep you diversified at all times. Still keeping you in a growth allocation, but not changing in terms of how much risk of volat volatation or stuff like that. It's keeping you within a growth portfolio still. We still Yes. have some goals and your defensive investments as well to stabilize everything for you. And we have about, let me see here, a little bit in the Australian property market as well. So Yes. about 4% in in this option, which which is pretty good, And it basically gives you access to a range of listed property companies. So you will have shopping centers and office buildings, warehouse, industrial properties, all kind of in one single investment. And it just Yeah. obviously makes it a bit easier than owning the physical properties yourself while still having exposure to that market. Yeah. Like So I said, is I that just wanna make sure I'm going in the right direction and not going backwards. So I'm gonna Exactly. yeah. Once I heard that property property just keeps going up and up and up and through the roof, I thought, well, it might be something Yeah. worth trying. But So yeah.","start_word":1516,"end_word":2130,"sentiment":"neutral","sentiment_score":0.09765726892444176},{"text":"And we did do do do a bit of research on it, and it's definitely a good addition to your portfolio.","start_word":2131,"end_word":2151,"sentiment":"positive","sentiment_score":0.4813219606876374},{"text":"Obviously, we don't wanna have too much in one section, but we wanna make sure we have we we include that for you.","start_word":2152,"end_word":2174,"sentiment":"neutral","sentiment_score":0.15551717579364777},{"text":"So, Cool. overall, the the recommended portfolio has performed a little bit better. It's a little bit cheaper for you. You are not taking on any more risk and still keeping your insurances for now. Like I said, I will also pass your details over to the claims team here to help you with the backdated claim. We will help and guide you through the process to make it easy. And there's no additional fees and charges. So if you are happy, when you have a moment to read through it, and you are happy with the recommendation to change some of those investments, enroll a little bit from host plus team to hub twenty four for you. Just have a read through the document if you are happy to go ahead.","start_word":2175,"end_word":2306,"sentiment":"positive","sentiment_score":0.542574601191463},{"text":"I will just need you to sign the document. Yep.","start_word":2307,"end_word":2316,"sentiment":"neutral","sentiment_score":0.22268706560134888},{"text":"That will then send it back to me. I'll get notified, and I will process these changes for you.","start_word":2317,"end_word":2335,"sentiment":"positive","sentiment_score":0.4276956021785736},{"text":"If you read the document, though, and you have any questions about anything, you can always give me a callback, and we can book you in for a bit of a catch up. There's also a bit of a text box in the document. So if you wanna make any changes to anything as well, there is a text box where it actually allows you to type any changes that you might want. But if you don't Yep. wanna make any changes and you're happy, you can just write NA or a full stop.","start_word":2336,"end_word":2429,"sentiment":"neutral","sentiment_score":0.22367873787879944},{"text":"That's fine.","start_word":2430,"end_word":2431,"sentiment":"positive","sentiment_score":0.35506558418273926},{"text":"And the last thing is the remuneration. So no additional fees and charges.","start_word":2432,"end_word":2444,"sentiment":"neutral","sentiment_score":0.3088327944278717},{"text":"It is all part of your ongoing advice fee. Stays exactly the same at 1.65. So the claims and going ahead with the recommendation, there's no additional fees or charges for you, David.","start_word":2445,"end_word":2477,"sentiment":"positive","sentiment_score":0.39089450240135193},{"text":"No worries. So Yeah. I'm gonna lie to you.","start_word":2478,"end_word":2486,"sentiment":"neutral","sentiment_score":-0.11972217261791228},{"text":"I probably won't read that document.","start_word":2487,"end_word":2492,"sentiment":"negative","sentiment_score":-0.3855372965335846},{"text":"I'm just gonna take the word for it because that's just That I don't that's I don't okay. follow it anyway. So That's I'll probably as long just as sign it anyway. yep. But yeah. So it's just a matter of signing and everything else I need to issue or whatever is all marked, isn't it? Yes. Exactly. So there should just be, like, a couple of signatures.","start_word":2493,"end_word":2560,"sentiment":"neutral","sentiment_score":-0.02977714315056801},{"text":"It is all it will take you automatically there through Yep. to make it nice and easy. It's all digital as well, prefilled for you.","start_word":2561,"end_word":2585,"sentiment":"positive","sentiment_score":0.414115309715271},{"text":"It just asks you to draw a signature, and you have access to this document as well.","start_word":2586,"end_word":2602,"sentiment":"neutral","sentiment_score":0.2841770648956299},{"text":"So if you do wanna go back at any point in time, it's all there for you.","start_word":2603,"end_word":2619,"sentiment":"positive","sentiment_score":0.354926735162735},{"text":"And if there's anything you want me to explain further, let me know.","start_word":2620,"end_word":2632,"sentiment":"neutral","sentiment_score":0.2640913724899292},{"text":"But it is pretty straightforward of what we're doing.","start_word":2633,"end_word":2641,"sentiment":"positive","sentiment_score":0.4500150680541992},{"text":"We're not making any drastic changes for you, just improving No things worries. a little bit. And like I said, I will get my colleague Hayden and Larissa to kind of help you through the the claims to see if we can give you a little bit of money as well from when you were off work. No.","start_word":2642,"end_word":2699,"sentiment":"neutral","sentiment_score":0.3035260736942291},{"text":"That's cool. Appreciate Yeah. that. Thank you.","start_word":2700,"end_word":2706,"sentiment":"positive","sentiment_score":0.46109768748283386},{"text":"No. That is okay. Now, David, do you have any questions or anything else for me at this point, otherwise? No. No. I just No? yeah. Yep. It'd be nice to know how much I'd be able to get back if I can claim was it one month, I think you said. Yeah. So let me have a look. So your it could change a little bit depending on what the income was at the time you had the policy because they're sometimes backdated. But, roughly, your income protection is about 2,500, but there's also tax on it. There is tax on it. Yes. So there is tax that will come offered as well. Now, Of course, Kate there and is. then right. But, hopefully, it's a lot better than nothing, especially if it's stuff that you, you know, should have had back then.","start_word":2707,"end_word":2850,"sentiment":"neutral","sentiment_score":0.0918564647436142},{"text":"If we can give you anything, it's good.","start_word":2851,"end_word":2858,"sentiment":"positive","sentiment_score":0.37062007188797},{"text":"Yeah. Because I I think Yeah. then each week, I was earning about 2 and a half or 2,400 a week bring home. Yeah. Yeah. So, It's like yeah, it was a massive chunk and, yeah, it broke yeah. me because I'd used all my savings and everything Yeah. else that I was told. Yeah. Which is which is ridiculous. Yeah. Yeah. So it it took me over a year to try and get Yeah. back onto my feet to try and do it that way. So it would Yeah. be nice to be able to put a little bit back into Yeah. my account as we're sure. Exactly.","start_word":2859,"end_word":2967,"sentiment":"neutral","sentiment_score":0.017489325255155563},{"text":"And now we will try our absolute best to get as much as we can for you.","start_word":2968,"end_word":2984,"sentiment":"positive","sentiment_score":0.396803617477417},{"text":"Sometimes a a little bit of a paperwork and stuff, but like I said, we will help you through it and and help you assist you with the form so you Cool. don't have to to to worry about it because I know it can be a bit tedious otherwise. Oh, yeah. Plus, I'm on the road all the time, so it's very hard. Exactly. Exactly. Sorry. Yeah. They'll let me know how that all goes as well, and, hopefully, yeah, we can give you a little bit of extra money. Otherwise, I will keep a lookout for that document to come through and and authorize those changes for you, David. But if No there's worries. anything else that you need at any point in time, you know, don't hesitate to give me a call or send me an email. Okay? No worries.","start_word":2985,"end_word":3127,"sentiment":"neutral","sentiment_score":0.149261474609375},{"text":"Well, thank you very much No problem. for that.","start_word":3128,"end_word":3136,"sentiment":"positive","sentiment_score":0.45422929525375366},{"text":"I'll I'll get that signed in a minute when I get off the phone if it's come through. Yes. Yep. And, yeah, if there's any other problems, please let me know and Yes. I'll try and rectify it because like I said, I don't really read those forms because they're just too long and I get bored. Yeah. And That's I don't understand that's it anyway. okay. It's there if you ever change your mind. And any questions, you can always call me. But, no, otherwise, that's that's okay. And have a look for your spam as well because it has been sent on my end, but it should be in your inbox when you hang up the phone. But, yeah, have a little look at the spam folder as well because sometimes it does end up there. Veronica Glover. There it is there. Yeah. That's It's yeah. I there checked there it is. it. Do you want me to stay on the phone while you sign it if you're happy to do so in case there's any issue? Yeah. I can. Yeah. I've Yep. just opened it. Signature request, go through financial statement of advice. Right. So your signature Yep. is where do I go from here? I'm sorry. When you usually Oh, sign are document. yes. One. Click to start. Text. That's just where I sign there. It says Yep. text. Yes. You can just put an a because where the text is, it's if you needed if you wanted to change anything. Okay. Please it says please sign below. It's got a big red text box. Yep. Yes. If you could draw your name. It keeps moving my screen. Hang That's okay. on. Oh, man. It's loading right now. Come on. No. It's moving my screen. That's okay. Take your time. So is that what I feel? It sometimes works. Sometimes they ask you to draw it. But if it if it allows you to order fill, that's okay. It says contact, passwords, credit cards. No. No. That's No.","start_word":3137,"end_word":3478,"sentiment":"neutral","sentiment_score":0.01427320738687937},{"text":"not You gonna shouldn't work.","start_word":3479,"end_word":3483,"sentiment":"negative","sentiment_score":-0.43041568994522095},{"text":"have to do it. Yeah. Even if you do a little bit of a, like, a little bit of a scribble.","start_word":3484,"end_word":3504,"sentiment":"neutral","sentiment_score":-0.2127026170492172},{"text":"I can't. It won't let me do that.","start_word":3505,"end_word":3512,"sentiment":"negative","sentiment_score":-0.42582061886787415},{"text":"Every time I go to write do it on the screen, it's moving the screen. Okay. Let me take the signature side. Oh, something's automatically came up. There you go. Okay. I don't know Sounds why. good. Done it in cursive, but whatever. I'll Yep. just go Yep. Yep. sign all. And yeah. It won't let me write anything in the text section. No. Nope. That's okay. Yep. Unless there was anything you you wanted to change or anything. Nah. Nah. Perfect. No. Must've got fill in. What's fill in? I don't know what fill in is. I'll hit next. And Yep. it's saying fill in. Why is it saying fill in? Can you click on anything if it says Would fill it be in? the might be the date and the month. Yeah. 04/22/2026. Done that. Yes. Next. Why is it doing it? When I tap the text box, it's coming up with a big blue line on the left, but it's not letting me do anything. Can you type any like, a letter or anything? Yes. I did. Okay. Even maybe here put that n a or just a full stop, because sometimes it won't let you go further without putting anything in. No. I'm doing it's loading now. I put NA. Yep.","start_word":3513,"end_word":3727,"sentiment":"neutral","sentiment_score":-0.10281527371600616},{"text":"Perfect. It's loading, doing something. That's good.","start_word":3728,"end_word":3734,"sentiment":"positive","sentiment_score":0.478946715593338},{"text":"Sometimes it loads a little bit, and then it should say, like, finished or complete or ready for download. Yeah. And It if says it says that, that you will get the signed document by email. So it said download. if you want to, it's up to you because I'll get a copy sent to me automatically when it comes through. And the download, if you if you would like to download a copy for your records. Yeah. But I always have a copy on file as well if you ever wanted. And I can see here, Maia, that has come through okay.","start_word":3735,"end_word":3837,"sentiment":"neutral","sentiment_score":0.1653604656457901},{"text":"So that is perfect. That worked okay.","start_word":3838,"end_word":3844,"sentiment":"positive","sentiment_score":0.5497653484344482},{"text":"I will get the team to authorize this request now for you. Yep. And like I said, I'll get Caden and Larissa to kind of work and help you through the claim.","start_word":3845,"end_word":3876,"sentiment":"neutral","sentiment_score":0.2873266041278839},{"text":"They will let me know how everything is going.","start_word":3877,"end_word":3885,"sentiment":"positive","sentiment_score":0.39397773146629333},{"text":"And if there's anything else that you need at any point, sir, David, don't hesitate to to give me a call. But, otherwise, I will let you go and get ready for your shift. And, hopefully, I didn't put you back too much in time. No worries. I'm Oh, yeah. back for tomorrow night. I've only gotta go across the WA border and back with the truck. So Okay. if Friday works Friday's Yep. normally best day to catch me. So if they Okay. wanna catch me Friday, it might Yep. Caden be the best day to get things rolling on that end for that claim. yeah.","start_word":3886,"end_word":3992,"sentiment":"neutral","sentiment_score":0.1118740811944008},{"text":"Perfect.","start_word":3993,"end_word":3993,"sentiment":"positive","sentiment_score":0.4968077540397644},{"text":"I will let him know because Caden will be in the office on Friday. So I will let him know that if there's anything that he needs on the forms or anything to to get started, that he can call you on Yep. Friday. Yeah.","start_word":3994,"end_word":4038,"sentiment":"neutral","sentiment_score":0.23214754064877827},{"text":"Perfect. Yeah. Okay. Perfect. Well, thank you so much, David, and I look forward to speaking with you soon again. Thank you so much for your help, Veronica. I appreciate it. No problem at all. You have a good afternoon. Okay. You too.","start_word":4039,"end_word":4081,"sentiment":"positive","sentiment_score":0.7224743962287903},{"text":"K.","start_word":4082,"end_word":4082,"sentiment":"neutral","sentiment_score":0.1334422528743744},{"text":"Thanks.","start_word":4083,"end_word":4083,"sentiment":"positive","sentiment_score":0.5527412295341492},{"text":"Bye. Bye.","start_word":4084,"end_word":4085,"sentiment":"neutral","sentiment_score":0.28961676359176636}],"average":{"sentiment":"neutral","sentiment_score":0.14968373926369005}}}}